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Continuous usage intention of Internet banking: a commitment-trust model

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Abstract

With the rapid explosion of the online technology, Internet Banking (IB) has been prevalent in recent years and attracts much research attention. Although intensive studies have investigated the determinants of users’ initial acceptance of IB service, much less research has further explored the continuous usage of IB service. This study focuses on the continuous IB service usage intention by examining the role of users’ psychological cognition (e.g., trust and commitment) in improving their continuous usage intention of IB service. Integrating the commitment-trust theory and the unified theory of acceptance and use of technology, we argue that besides contributive effects to continuous usage intention, psychological cognition mediates the influences of usage experiences (e.g., perceived service value, quality of alternatives, and anxiety) on continuous usage intention. This model was tested using survey data from 173 non-traditional college students who were all full-time employees with several years of working experience. The results confirm the contributive and mediating effects of trust and commitment on continuous IB service usage intention. The study contributes to the literature by highlighting the role of trust and commitment in predicting IB service continuous usage, and the findings provide useful implications for bank management in retaining online customers.

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Acknowledgements

We are grateful for the financial assistance granted to the second author (No. 71471125) and the third author (No. 71772132) by National Natural Science Foundation of China.

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Authors and Affiliations

  1. Research Center for Smarter Supply Chain, Dongwu Business School, Soochow University, Suzhou, 215006, Jiangsu, China

    Yang Yuan, Fujun Lai & Zhaofang Chu

  2. College of Business, University of Southern Mississippi, Long Beach, MS, 39560, USA

    Fujun Lai

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  1. Yang Yuan
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Correspondence to Zhaofang Chu.

Appendix: Measures and scales

Appendix: Measures and scales

Perceived service value (SV) Regarding your experience with IB, please indicate to which degree you agree with the following statement:

  • SV1. Compared to the time and energy for the IB, I got reasonable service quality.

  • SV2. Compared to the service quality I got from the IB, the time and energy I spent is reasonable.

  • SV3. My experience with the IB gives me superior net value.

  • SV4. Overall, I received superior value for the time and energy I spent on the IB.

Trust (TR) Regarding your experience with the IB, you feel that the IB:

  • TR1. Can be counted on.

  • TR2. Has your confidence.

  • TR3. The bank has high integrity.

Affective commitment (AC) The following statements are regarding the results of using IB. Please indicate the degree to which you agree:

  • AC1. I would have no difficulty telling others about the results of using IB.

  • AC2. I believe I could communicate to others the consequences of using IB.

  • AC3. The results of using IB are apparent to me.

Calculative commitment (CC) Please indicate degree to which you agree the following statements:

  • CC1. I am afraid something will be lost if I do not use IB.

  • CC2. If I stop using IB, I may sacrifice a lot of good things, such as saving money and getting good deals.

  • CC3. Some aspects of my life would be affected if I stop using IB.

Anxiety (AN) The following statements describe your concerns of using IB. Please indicate the degree to which you agree:

  • AN1. I feel apprehensive about using IB.

  • AN2. It scares me to think that I may have to give out a lot of private information using IB.

  • AN3. I hesitate to use IB for fear of making mistakes I cannot correct.

  • AN4. I hesitate to use IB for fear of security issues.

  • AN5. The IB is somewhat intimidating to me.

Quality of alternatives (QA) Comparing with the traditional local banks, you feel that:

  • QA1. The Internet bank is more appealing.

  • QA2. The Internet bank has better services and lower costs.

  • QA3. The Internet bank is closer to being ideal.

Satisfaction (SA) Regarding your experience with IB, please indicate to which degree you agree with the following statement:

  • SA1. I am satisfied with the IB.

  • SA2. I am pleased with the IB.

  • SA3. I am contented with IB.

  • SA4. I am delighted with IB.

Continuous usage intention (CI) Please indicate the degree to which you agree the following statements regarding your intention of continuously using IB in the future:

  • CI1. I would continue to use the IB for my banking needs.

  • CI2. Continuing to use the IB for handling my banking transactions is something I would do in the future.

  • CI3. I would continue to see myself using the IB for handling my banking transactions.

Income How much is your annual income?

Age How old are you?

Sex Are you female?

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Yuan, Y., Lai, F. & Chu, Z. Continuous usage intention of Internet banking: a commitment-trust model. Inf Syst E-Bus Manage 17, 1–25 (2019). https://doi.org/10.1007/s10257-018-0372-4

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