The Influence of Past Experiences on Perceived Security, Trust and Attitude on Continuation Intentions of Mobile Banking App

Abstract

The research aims to examine the factors influencing user's tendency to continue to use mobile banking applications by considering the perceived user experience, perceived security, perceived trust, and perceived attitude by incorporating SOR Theory. A survey research method was applied in the study using quantitative approach and 204 data were collected with the help of structured questionnaires among Generation Y millennials in Gujarat, India. PLS-SEM is employed for the purposes of analysis. The results showed that perceived experience significantly affect user satisfaction while the mediating roles of attitude and perceived trust does not. Thus, the study focuses on the necessity of customer-oriented approach to increase usage of the application. Therefore, the study offers important insights ideal for policy makers who want to adjust their strategies and increase the customer loyalty in the context of mobile banking services implementation.