MOBILE BANKING SERVICE QUALITY AND CONTINUANCE INTENTION AMONG NEPALESE MOBILE BANKING USERS
Date
2024
Authors
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Journal ISSN
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Publisher
Shanker Dev Campus
Abstract
The increased use of mobile technology makes mobile banking services more engaging to
examine among Nepalese mobile banking users. The aim of this study is to investigate the
mobile banking service quality and continuance intention among Nepalese mobile banking
users. Descriptive and casual research design has been used. A quantitative approach was
followed making use of questionnaires for the collection of data. Two hundred and fifty four
samples were used in this study. The theoretical framework for the study was constructed
based on various literature reviews. Utilizing multiple regression analysis, the results indicate
that, overall, the independent variables; efficiency and fulfillment have positive relationship
with continuance intention and system availability has no effect on continuance intention.
Additionally, the results revealed several strong predictors that influence users' intention to
use mobile banking. Users also demonstrate a certain level of efficiency, as evidenced by
their continued use of mobile banking services. However, system availability for mobile
banking has a negative impact. The paper provides an understanding about the dynamics
between mobile banking service quality and continuance intention.
This research has made significant contributions to the mobile banking literature in multiple
areas. So, this study has has enriched the relevant literature by highlighting the importance of
mobile banking service quality and continuance intention of the customer. Our findings
underscore the significance of mobile banking service quality as an indicator of continuance
intention in the domain of mobile banking. This study introduces mobile banking service
quality into the existing EDT framework. This study expected to provide necessity insights
for managers and policymakers on mobile naming sector. From a practical perspective, our
findings are valuable for mobile banking application designers and service providers aiming
to enhance competitiveness and service quality