Pacific Asia Journal of the Association for Information Systems


Background: This study aims to identify the factors that determine mobile banking loyalty and examine their impact. We propose an extended conceptual model that integrates the IS success model (ISS) and the Unified Theory of Acceptance and Use of Technology (UTAUT) to study mobile banking loyalty. Specifically, we categorize the identified factors into quality dimensions to systematically conceptualize constructs and explore their effect: performance quality, usage quality, and facilitating quality.

Methods: This study utilizes a quantitative approach to collect data from individuals who use mobile banking in the U.S. The data were gathered through a simple random sampling method, where each participant had an equal chance of being selected for the field survey. After the data-cleaning process, we obtained 516 valid responses. To ensure initial reliability and validity, all study measures were adapted from prior research.

Results: The regression results indicate that performance and facilitating qualities have a significant association with mobile banking satisfaction, which in turn positively affects loyalty. However, the impact of usage quality is minimal. Additionally, the evaluation of mobile banking quality is significantly influenced by social influence. Privacy concerns also play a crucial role in inhibiting the use of mobile banking, as these systems may collect and store sensitive personal information.

Conclusion: This paper makes a theoretical contribution by identifying important qualities of mobile banking services that promote loyalty. While performance and facilitating quality exhibit a significant effect on loyalty through satisfaction, the effect of usage quality is marginal. Our findings may help banks find how to retain their mobile banking users by improving the quality of their services. This is especially relevant for economies in the Asia-Pacific region, which have recently intensified their efforts to promote financial inclusion.