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Digital banking: Understanding the continuous intention of use

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Resumo:Digital banking is growing as the banking sector renews his strategies and knows the importance of technologies to respond to customers’ expectations. Thus, financial services are facing a revolution with the introduction of fully digital banks. This study aims to identify the factors that lead to continuance intention of use of this service, using a combination of the expectation confirmation model (ECM) with service quality, trust, and perceived cost. A questionnaire considering people that already know and use the service was conducted to collect data to the analysis. The results support our hypotheses and suggest a strong and reliable model. In addition to theoretical and methodological contributions, the present study may also be helpful for banks to improve and adopt new strategies capable to enhance customers satisfaction and keep them engaged.
Autores principais:Moreira, Daniela Guimarães
Assunto:Digital banking Mobile app Smartphone users Expectation confirmation model Continuance intention
Ano:2021
País:Portugal
Tipo de documento:dissertação de mestrado
Tipo de acesso:acesso aberto
Instituição associada:Universidade Nova de Lisboa
Idioma:inglês
Origem:Repositório Institucional da UNL

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