Analysis of Intrinsic Factors of Mobile Banking

Application Users' Continuance Intention

An Evaluation Using an Extended Expectation Confirmation Model

Muhammad Baharudin Jusuf1, Nilamsari Putri Utami2, Achmad Nizar Hidayanto3, Muhammad Rifki Shihab4
Faculty of Computer Science
Universitas Indonesia
Depok, Indonesia
mbjusuf@cs.ui.ac.id1

Abstract—This study uses the extended Expectation
Confirmation Model by adding a “new” variable, the users’
perceived enjoyment into the model. The model is employed to
identify intrinsic factors which affect users’ continuance intention
of mobile banking. Furthermore, this study attempts to examine
whether the users’ perceived enjoyment together with the intrinsic
factors influence the continuance intention. There are two factors
which are tested in this study: self-efficacy and familiarity. As
much as 343 respondents participate in this study. Data from the
respondents then analyzed by using the partial least square
structural equation model (PLS-SEM) method with SmartPLS 3.0
as the software. This study finds that self-efficacy and familiarity
give impacts on users’ expectation confirmation and users’
perceived enjoyment which lead to a higher users’ continuance
intention towards mobile banking application
Keywords—continuance intention; intrinsic; expectation-
confirmation model; mobile banking; perceived enjoyment
I. INTRODUCTION
Technology has become a key of human activities nowadays.
In the context of banking and other financial activities, there are
some technologies walking around humans such as internet
banking, telephone banking, ATM and mobile banking (m-
banking). Most of those technologies have been provided to
improve the quality of financial services towards its customers.
This study takes m-banking as its focus. M-banking is a
product or service that is provided to support financial and non-
financial transactions by using mobile devices such as mobile
phone [1]. In Indonesia, the growth of m-banking reaches 80%
in 2014, almost doubled if it is compared to the level in 2013 [2].
The growth pushes the banking and financial institutions to
provide a better m-banking day by day to ensure their customers’
loyalty such as by ensuring the benefits are well delivered to
their users by using enterprise architecture [3]. Furthermore, as
said by Bhattacherjee [4] that the success of an information
system depends on the users’ continuance intention. Broussard
and Garrison [5] describe a thing that drives people to do or not
to do something is the motivation. It can be divided into two
types: intrinsic and extrinsic [6]. However, this paper focuses on
the intrinsic motivations to meet the length constraint.
The Expectation Confirmation Model (ECM) is employed in
this study to assess the motivation factors that affect the users’
continuance intention to use m-banking. ECM is a proven model
by Bhattacherjee [4] which argues that individual continuance
intention to use information technology is affected by users’
satisfaction, expectation confirmation, and perceived usefulness.
However, the ECM does not include the factors of users’
perceived enjoyment even though perceived enjoyment has
significant effects on users’ continuance intention, as mentioned
by Van der Heijden [7]. Moreover, users’ perceived enjoyment
produces more effects towards users’ continuance intention than
users’ perceived usefulness [8]. Therefore, this study includes
the users’ perceived enjoyment together with the ECM.
Precisely, this study has two research questions to be addressed:
what are the intrinsic factors of m-banking users’ continuance
intention? And how does the relation of perceived enjoyment
towards the users’ continuance intention?
This study identifies some intrinsic factors that affect the
users’ continuance intention of m-banking. Also, this study
learns the relationship between perceived enjoyment and
continuance intention. In the practical context, this study
provides the latest information for the banking institutions in
Indonesia, especially for m-banking providers. Thus, industries
may produce a better approach to gain a better users’ intention.
The two following sections explain some theoretical
backgrounds and hypotheses of this study. Then, a brief
description of the research methodology is presented. The
hypotheses are then examined towards the findings. At the end,
the results are wrapped up together with its contributions.
II. THEORETICAL BACKGROUND
A. Mobile Banking
Shaikh and Karjaluoto [1] defines m-banking as a product or
service that support financial and non-financial transactions
using mobile devices. Financial transactions that use notebook
are categorized as electronic banking transactions, not m-
banking transactions [1]. Furthermore, there are two aspects that
differentiate m-banking to electronic banking [9]. First, in terms
of its definition, m-banking is an electronic banking with mobile
access. Then, the growth of m-banking is faster than electronic
banking since it provides a better customer value to its users [9].
B. Motivation Theory
Broussard and Garrison [5] in Lai [10] describe motivation
as a trigger for doing or not doing an activity. Motivation is a
reason of a behavior [11, 12]. Motivation is also can be defined
as factors that direct, activate and push a behavior to focus on a
certain goal [12]. Deci and Ryan [6] categorize motivation into
two types based on the source of the motivation: intrinsic and
extrinsic. Intrinsic motivation is a motivation that comes from
the internal of the human itself, such as satisfaction and
enjoyment [13]. Then, extrinsic motivation is more about
external aspects such as the intended results [13]. Lee, Cheung
[14] add that intrinsic motivation is a collection of factors which
come from a self-willingness that affect human behavior, then
extrinsic motivation contains factors that are sourced from
external such as recognition from other people. Therefore, this
study defines internal motivation as a motivation that comes
from inside (e.g. self-efficacy, familiarity), then external
motivation as a motivation that comes from outside (e.g. social
influence, facilitating conditions and m-banking quality).
C. Expectation Confirmation Model (ECM)
ECM is a newer model of ECT (Expectation Confirmation
Theory [4]. ECT focuses on users repurchase intention. Then,
ECM is beyond repurchase intention, it is a model that represents
how the users’ continuance intention. Bhattacherjee [4] argued
that users’ continuance in using a technology is not only about
their intention in repurchasing the technology. Thus, ECT is
upgraded into ECM which has new variables such as users’
satisfaction, expectation, and perceived usefulness. Moreover,
as mentioned by Bhattacherjee [4], there are three characteristics
of ECM towards ECT. Firstly, ECM more focuses on the post-
acceptance variables, not the pre-acceptance variables.
Secondly, ECM examines users’ confirmation expectation both
before and after using a technology. Lastly, it includes users’
perceived usefulness as one of its variables.
ECM has been employed in some areas of studies such as
around web, e-learning, e-commerce, and mobile technology as
Fig. 1. Conceptual Model
in Lin, Wu [15], Chow and Shi [16], Atchariyachanvanich,
Okada [17], and Thong, Hong [8]. Some of the studies add
another variable that is related and required to be included such
as a study by Lee and Kwon [18] which includes three variables
into the ECM to examine users’ continuance intention in using
paid applications. Adding “new” variables are allowed and
suggested by the inventor of ECM model to gain more
knowledge about continuance intention [4].
D. Perceived Enjoyment
This study considers users’ perceived enjoyment as a
potential factor that has a significant relation towards users’
continuance intention. Perceived enjoyment is defined as how
users are enjoying a technology [19]. Igbaria and Iivari [20]
describe that enjoyment is an internal reward of using a
technology. Furthermore, hedonic factors (e.g. perceived
enjoyment) is a significant reason to use a technology [21].
Users’ perceived enjoyment is more notable than users’
perceived usefulness in the context of users’ intention [8].
Moreover, it impacts on users’ behavior in using a technology
[22]. Thus, this study includes the users’ perceived enjoyment
variable as an extension of the ECM by Bhattacherjee [4].
III. CONCEPTUAL MODEL
As mentioned previously, this study uses an extended
version of the ECM model. Users’ perceived enjoyment variable
is included into the model by Bhattacherjee [4] since this new
variable was proven in Thong, Hong [8]. Specifically, this study
attempts to examine users’ intrinsic and extrinsic motivations
which lead to users’ continuance intention. However, as there is
a length constraint, this paper presents only the intrinsic
motivation. Then, the extrinsic motivation (e.g. application
quality, social influence) is described in another paper.
There are two variables of intrinsic motivation: users’ self-
efficacy and users’ familiarity towards an m-banking
application. Self-efficacy is someone’s estimation towards
his/her capability to do something in an intended level of
performance [23]. Furthermore, together with users’ familiarity,
users’ self-efficacy has a significant influence towards users’
continuance intention in using a technology [24] which is in line IV. METHODOLOGY
with arguments of Mun and Hwang [25] and Lee and Kwon [18].
A. Design and Procedure
Self-efficacy has an important role in human behavior [20]. The quantitative approach is employed in this study to
Someone with a higher self-efficacy (e.g. good confidence) is address its research questions. This approach is able to describe
tougher and has a stronger fighting power when aiming a goal a research problem by knowing the variables and their relations,
[20]. In the context of using m-banking, a user with a good self- including by gaining a big numerical data, and also comparing
efficacy may not stop when facing a difficulty in using the the results towards hypotheses [32]. In gaining the data, this
application. Self-efficacy relates with perceived usefulness [26] study uses questionnaires which contains two parts. First, the
and expectation confirmation [24] in benefiting a technology. questionnaires gather some demographical data of the
Also, self-efficacy may affect perceived enjoyment. respondents such as name, domicile, age, occupation, and
Familiarity is a feeling of familiar towards an object or a gender. Then, the second part addresses the research question of
person based on a previous experience regardless of place or this study directly. A readability test with ten pilot respondents
time [27]. Familiarity is a sense which is developed along the is conducted before distribution phase.
time [18]. It can be assumed that familiarity towards m-banking To examine the respondents’ agreements towards several
is developed in a long run which indicates that the users have questions, this study put on the Likert-type scale by Vagias [33].
been using the application several times. In other words, There are five levels of the Likert from strongly agree (5) to
familiarity may influence users’ perceived enjoyment and strongly disagree (1). The self-efficacy variable is evaluated by
usefulness. Also, familiarity affects the users’ expectation using some indicators in Gu, Lee [34] then familiarity variable
towards m-banking based on their past experience [8]. is tested with Hwang and Kim [35]. Furthermore, to assess
Teo and Noyes [28] argue that users’ perceived enjoyment users’ perceived enjoyment, satisfaction confirmation, and
has a significant influence to users’ perceived usefulness. It also continuance intention, this study uses several indicators in
impacts on users’ satisfaction confirmation [29] and their Hwang and Kim [35], Yuan, Liu [30] and Hsiao, Chang [29].
continuance intention [8]. In the other side, users’ perceived Since the conceptual model of this study contains a
usefulness itself affects the users’ continuance intention [4] and formation construct, then this study employs the PLS-SEM
satisfaction [30]. Also, the users’ expectation confirmation has together with SmartPLS 3.0 as its software. Hair, Ringle [36]
relations with users’ perceived usefulness [4], satisfaction [31], argues that PLS-SEM is best to test a model that is a continuation
perceived usefulness and enjoyment [8]. of a previous study. Specifically, there are four steps in PLS-
In this study, there are fourteen hypotheses which are related SEM: construction of path diagram, evaluation of measurement
to the intrinsic motivation as follows: model, evaluation of structural model and hypothesis testing.
H1a: Self-efficacy alters perceived enjoyment; B. Respondent Demographics
H1b: Self-efficacy alters perceived usefulness;
H1c: Self-efficacy alters expectation confirmation; RESPONDENTS DEMOGRAPHIC
H2a: Familiarity alters perceived enjoyment;
H2b: Familiarity alters perceived usefulness; Category Variable % Category Variable %
H2c: Familiarity alters expectation confirmation; Length of <1 year 26% Gender Male 38%
use 1-2 years 43% Female 62%
H3a: Perceived enjoyment alters perceived usefulness; 3-4 years 22% Age <20 years 8%
H3b: Perceived enjoyment alters satisfaction; >4 years 9% 20-30 years 88%
H3c: Perceived enjoyment alters continuance intention; Frequency <1 time 5% 31-40 years 3%
H4a: Perceived usefulness alters satisfaction; of use in a <5 times 32% >40 years 1%
H4b: Perceived usefulness alters continuance intention; month 5-10 times 38% Occupation Student 62%
H5a: Expectation confirmation alters perceived usefulness; >10 times 18% Civil S. 1%
H5b: Expectation confirmation alters satisfaction; Everyday 6% Private S. 29%
H6: Satisfaction alters continuation intention. Information Bank 81% Entrepreneur 3%
source Soc. media 14% Other 6%
about m- Family 25% City Bandung 7%
banking Colleague 22% Bekasi 4%
Other 3% Bogor 6%
Bank name BNI 36% Depok 24%
Mandiri 32% Jakarta 29%
BCA 30% Semarang 3%
BRI 14% Surabaya 3%
CIMB 8% Tangerang 7%
Other 15% Yogyakarta 3%
OS of Android 81% Bali 2%
mobile iOS 22% Palembang 1%
phone Windows 3% Other 11%

The respondents of this study are Indonesian citizens who

Fig. 2. Path Diagram have used at least once an m-banking application. A number of
respondents are taken from the population by using a purposive
sampling as in Sastoasmoro and Ismael [37]. Only 343 responses To evaluate the measurement model, there are three steps
are categorized as appropriate responses for the analysis step. As used in this study: convergence validity testing, discriminant
shown in Table I, more than 50% of the respondents are the validity testing and reliability testing.
citizens of Greater Jakarta area. 60% of them are female. And,
at least 70% of the respondents have used m-banking for 1 year For the convergence validity testing, this study evaluates the
at minimum. Furthermore, there are three banks which are loading factors of each indicator. The value of all loading factors
commonly used by the respondents: BNI, Mandiri, and BCA. should be more than 0.7 as required by Hair, Ringle [36]. Also,
this study uses AVE testing to validate the convergence which
V. RESULT AND ANALYSIS must be bigger than 0.5 [36]. As shown in Table II and Table IV,
the model passes the tests.
A. Path Diagram Construction
Then, for the discriminant validity testing, this study
An initial path diagram (see Figure 2) is built by adopting the employs two tests: cross loading test and Fornell-Larcker
conceptual model. The diagram has seven latent constructs that Criterion test. Hair, Ringle [36] said that the loading factor of an
depict the hypotheses of this study. All constructs are evaluated indicator must be higher than other constructs’ cross loading and
and examined by employing some tests such as measurement each of indicator must have AVE value higher than another
model evaluation, structural model evaluation and hypotheses constructs’ AVE. As depicted in Table II and Table III, the
evaluation as required by PLS-SEM analysis method as model also passes these two discriminant validity tests.
described in three following points below.
For the last evaluation, this study puts on the composite
B. Measurement Model Evaluation reliability test and Cronbach Alpha test. The results of those two
tests must be more than 0.7 for each of the indicators [36].
CROSS LOADING FACTOR
Again, the model passes this evaluation as pointed in Table IV.
CF CI FM PE PU SA SE
CF1 0.9 0.5 0.4 0.6 0.5 0.6 0.3 C. Structural Model Evaluation
CF2 0.9 0.5 0.4 0.5 0.4 0.6 0.3 To examine the model in terms of its structural context, this
CF3 0.9 0.6 0.4 0.6 0.6 0.7 0.4 study does a bootstrapping process with 5000 subsample as
CI1 0.5 0.9 0.5 0.6 0.7 0.7 0.4
required by Hair, Ringle [36]. There are two tests follow the
CI2 0.5 0.9 0.6 0.6 0.6 0.6 0.4
CI3 0.5 0.9 0.5 0.7 0.7 0.7 0.4
bootstrapping process: path coefficient test and determination
FM1 0.4 0.6 0.9 0.6 0.5 0.5 0.5 coefficient test. To be a significant, path coefficients must be
FM2 0.4 0.4 0.9 0.4 0.4 0.4 0.4 more than 0.1 [38] and the R2 value should be more than 0.67
FM3 0.4 0.5 0.9 0.5 0.5 0.5 0.5 (substantial) or 0.33 (moderate) or 0.19 (low) [39]. As shown in
PE1 0.6 0.6 0.5 0.9 0.7 0.7 0.4 Table V, 12 of 14 paths are significant. Then, as pointed in Table
PE2 0.6 0.7 0.5 1.0 0.7 0.7 0.4 IV, almost all R2 are substantial.
PE3 0.6 0.6 0.6 0.9 0.7 0.7 0.5
PU1 0.5 0.7 0.5 0.7 0.9 0.7 0.4 D. Hypotheses Evaluation
PU2 0.6 0.7 0.5 0.7 0.9 0.7 0.4
PU3 0.5 0.6 0.4 0.6 0.9 0.6 0.3 PATH COEFFICIENT AND T-STATISTICS
SA1 0.7 0.6 0.5 0.7 0.6 0.9 0.4
SA3 0.6 0.7 0.5 0.6 0.6 0.9 0.4 Hypotheses Path Coefficient T-Statistics Result
SE2 0.2 0.3 0.4 0.3 0.4 0.3 0.8 H1a SE -> PE 0.22 3.28 Accepted
SE3 0.4 0.4 0.6 0.5 0.5 0.4 0.9 H1b SE -> PU 0.09 1.61 Rejected
H1c SE -> CF 0.13 1.90 Accepted
H2a FM -> PE 0.46 6.88 Accepted
AVE, CRONBACH ALPHA, COMPOSITE RELIABILITY AND R2
H2b FM -> PU 0.09 1.56 Rejected
AVE CA CM R2 Category H2c FM -> CF 0.40 5.50 Accepted
CF 0.76 0.84 0.90 CF 0.2 Medium H3a PE -> PU 0.56 10.21 Accepted
CI 0.84 0.91 0.94 CI 0.6 Substantial H3b PE -> SA 0.27 4.68 Accepted
FM 0.78 0.86 0.91 PE 0.4 Substantial H3c PE -> CI 0.20 3.11 Accepted
PE 0.87 0.93 0.95 PU 0.6 Substantial H4a PU -> SA 0.30 6.16 Accepted
PU 0.80 0.87 0.92 SA 0.7 Substantial H4b PU -> CI 0.36 6.59 Accepted
SA 0.81 0.77 0.90 H5a CF -> PU 0.14 2.78 Accepted
SE 0.79 0.74 0.88 H5b CF -> SA 0.36 7.25 Accepted
H6 SA -> CI 0.31 6.52 Accepted
FORNELL-LARCKER CRITERION
CF CI FM PE PU SA SE
T-statistics evaluation is run to evaluate this study’s
CF 0.9 hypotheses. A hypothesis is accepted when the value of T-
CI 0.6 0.9 statistics is more than 1.645. As presented in Table V, 12
FM 0.5 0.6 0.9 hypotheses are accepted, and only 2 are rejected. The rejected
PE 0.7 0.7 0.6 0.9 hypotheses are about the effects of self-efficacy towards users’
PU 0.6 0.7 0.5 0.8 0.9 perceived usefulness (H1b) and the effects of familiarity towards
SA 0.7 0.7 0.5 0.7 0.7 0.9 users’ perceived usefulness (H2b) even though the T-statistics
SE 0.4 0.4 0.6 0.5 0.5 0.4 0.9
of those two are relatively near 1.645. Furthermore, the relation
between users’ perceived enjoyment and perceived usefulness
has the strongest T-statistics value.
 VI. DISCCUSSION
As presented in the previous section, this study confirms that
all the intrinsic motivations factors alter users’ continuance
intention indirectly via users’ perceived enjoyment and users’
confirmation of expectation. However, the results also depict
that both of users’ self-efficacy and familiarity towards an m-
banking application do not affect their perceived usefulness in
using the application.
As argued by Igbaria and Iivari [20] that self-efficacy affects
human behavior. Then, this study proves that self-efficacy
affects users in using m-banking application also. It means that
a user with a higher self-efficacy enjoys more the m-banking
application rather than another user with a lower self-efficacy.
This finding is also in line with a study by Mirusmonov and Kim
[24] which argue that self-efficacy influences users’ expectation
confirmation.
Furthermore, this study finds that users’ familiarity towards
an m-banking application alter their expectation confirmation.
This finding is in line with the study by Thong, Hong [8]. This
study also describes that users’ familiarity in using m-banking
leads to their perceived enjoyment. It means the longer a user
uses an m-banking application then he/she are more enjoy in
using the application. As a result, familiarity impacts on users’
continuance intention.
Moreover, this study strengthens the assumption that users’
perceived enjoyment affects users’ continuance intention and
towards perceived usefulness, expectation confirmation and
satisfaction. It is also align with Lee and Kwon [18], Teo and
Noyes [28] and Hsiao, Chang [29].
VII. CONCLUSION AND FUTURE RESEARCH
This study finds that intrinsic motivations: self-efficacy and
familiarity alter users’ continuance intention. Self-efficacy
influences users’ perceived enjoyment and users’ expectation
confirmation directly together with familiarity. However, both
of those intrinsic motivations still indirectly affect users’
perceived usefulness and users’ satisfaction. Furthermore, this
study depicts that perceived enjoyment is tightly related with
users’ continuance intention. Moreover, based on the presented
data, the users’ perceived enjoyment and users’ perceived
usefulness has the tightest relationship rather than towards other
constructs.
All the findings of this study may be explored and
implemented by financial industries in developing their long-
term service towards their customers, specifically in the m-
banking application. Still, this study requires future research to
enhance its findings such as by including larger samples from
other countries. Moreover, adding some new variables can also
be done to make the contexts of this study are viewed from
various aspects.
ACKNOWLEDGMENT
This study is financed and supported by Universitas
Indonesia, specifically from the PITTA Grant 2017 “Analisis
Faktor-Faktor Penerimaan, Peningkatan Kepuasan dan
Penggunaan Kembali Electronic Banking di Indonesia”
(No:393/UN2.R3.1/HKP.05.00/2017)
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