This manuscript purports to assess the determinants of service quality and their implications for continuance intention of usage of mobile banking. Our research model investigates the moderating influence of trust between service quality and user’s satisfaction, and mediating impact of satisfaction on service quality—Continuance Intention relationship. The study used a sample size of 258 respondents from North India. All hypotheses were tested using SPSS and PROCESS Macro (Hayes). A positive connection was found between all study constructs. Furthermore, results revealed that trust did not moderate the impact of service quality on satisfaction; satisfaction partially mediated the service quality—Continuance Intention relationship. Findings of the study suggest that banks must emphasise on user-friendly interface for the m-banking application as well as the relevant service processes related to perceived ease of use. It is advisable that the user interface looks orderly and is easy to navigate. Also, results derived from the study suggest that banks must consider mobile security as a very important issue in order to protect the customers from fraud, and thus encourage use of m-banking application. The results cannot be generalised since data was collected only from northern part of India.

该手稿旨在评估服务质量的决定因素及其对继续使用移动银行的意图的影响。我们的研究模型调查了服务质量和用户满意度之间信任的调节影响，以及满意度对服务质量的中介影响-持续意图关系。该研究使用了来自北印度的258名受访者作为样本。所有假设均使用SPSS和PROCESS Macro（Hayes）进行了检验。在所有研究构建体之间发现了正向联系。此外，结果表明，信任并不能减轻服务质量对满意度的影响；满意度在一定程度上介导了服务质量—持续意图关系。研究结果表明，银行必须强调移动银行应用程序的用户友好界面以及与易用性相关的相关服务流程。建议用户界面看起来井井有条，并且易于浏览。此外，研究得出的结果表明，银行必须将移动安全性视为非常重要的问题，以保护客户免受欺诈，从而鼓励使用移动银行应用程序。由于数据仅从印度北部收集，因此结果无法一概而论。该研究得出的结果表明，银行必须将移动安全视为非常重要的问题，以保护客户免受欺诈，从而鼓励使用移动银行应用程序。由于数据仅从印度北部收集，因此结果无法一概而论。该研究得出的结果表明，银行必须将移动安全视为非常重要的问题，以保护客户免受欺诈，从而鼓励使用移动银行应用程序。由于数据仅从印度北部收集，因此结果无法一概而论。