Information systems continuance intention of web-based applications customers: The case of online banking

By Banphot Vatanasombut, Magid Igbaria, Antonis C. Stylianou, Waymond Rodgers. Information Manager (The), 2008

370 citations recorded by the source corpus.

The proliferation of the Internet has not only allowed businesses to offer their products and services through web-based applications, but it has also undermined their ability to retain their customers. It has reduced search costs, opened up barriers to entry, and diminished distinctiveness of firms. Effective retention of customers allows firms to grow in size and popularity, thereby increasing their profitability. We extended Commitment-Trust theory, an expectation-confirmation model, and technology acceptance theory to develop a model of IS continuance intention of customers of web-based applications. Relationship commitment and trust were found to be central to IS continuance intention. Also, perceived empowerment influenced relationship commitment, while perceived security influenced trust. Our findings thus supported traditional intention factors, highlighting the role of trust as a stronger predictor of intention than commitment but, contradicting findings from marketing research, trust was found to be a stronger predictor of retention in the e-commerce context.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e4b2775cfa5aaa1b4a2e8369a8fdafa7e544aabb

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Intimacy, familiarity and continuance intention: An extended expectation-confirmation model in web-based services (2011, background): “First, Bhattacherjee’s was a representative study whose results were veriﬁed by several other studies (Lin et al. 2005, Thong et al. 2006, Min and Shenghua 2007, Limayem and Cheung 2008, Vatanasombut et al. 2008).”
An investigation of users’ continuance intention towards mobile banking in China (2016, background): “Many studies have used the ECM to understand users’ continued usage of IS such as online banking (Vatanasombut et al., 2008), e-learning (Lee, 2010), Internet-based learning technologies (Limayem and Cheung, 2008), online shopping (Lee and Kwon, 2011), and IPTV (Lin et al., 2012), which show that…”
Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use (2011, background): “Furthermore, key drivers of e-banking adoption depend mainly on banking websites functionality and user interface, two characteristics that can be easily imitated (Vatanasombut, Igbaria, Stylianou, & Rodgers, 2008 ).”
Determinants of continuance intention to use the smartphone banking services: An extension to the expectation-confirmation model (2016, background): “The literature has previously underscored the irrefutable role of perceived security and privacy in building trust (Casaló et al., 2007; Hanafizadeh et al., 2014a; Vatanasombut et al., 2008).”
Factors affecting adoption of online banking: A meta-analytic structural equation modeling study (2015, neutral): “[19, 50, 60, 65, 88, 136, 151] Hypothesis 22.”
Perceived fit and satisfaction on web learning performance: IS continuance intention and task-technology fit perspectives (2012, background): “VLS continuance intentions The concept of IS continuance intentions has been empirically tested as the dependent variable in the case of online auctions (Wang and Chiang, 2009), online banking (Vatanasombut et al., 2008) and eTax (Hu et al., 2009).”
Integrating Technology Addiction and Use: An Empirical Investigation of Online Auction Users (2011, background): “be prominent and significant in the formation of usage decisions (Bhattacherjee et al. 2008; Kim 2009; Kim et al. 2009; Limayem et al. 2008; Limayem et al. 2007; Sorebo et al. 2008; Vatanasombut et al. 2008).”
A systematic review of Internet banking adoption (2014, background): “…(Qureshi et al., 2008) Qureshi et al. 2008 Pakistan R TAM 79 (Singhal and Padhmanabhan, 2008) Singhal and Padhmanabhan 2008 India D A – 80 (Vatanasombut et al., 2008) Vatanasombut et al. 2008 USA R CTT, TAM 81 (Zhao et al., 2008) Zhao et al. 2008 China R PRT 82 (Zolait and Ainin, 2008) Zolait…”