Purpose

In this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation–confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services.

Design/methodology/approach

Following positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM).

Findings

This study has confirmed that factors underpinning the commitment trust theory, SDT and expectation–confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f²) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q² 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention.

Practical implications

From a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation–confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting.

Originality/value

There are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user’s post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.

中文翻译：

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基于自我决定理论和预期确认模型的网银用户采用后行为

目的

在这个数字技术时代，银行业通过使用基于网络的网上银行服务彻底改变了其运营方式。然而，这些金融服务的成功取决于网上银行用户的持续意愿，而不是最初的采用。本研究基于预期-确认理论、自我决定理论（SDT）和承诺信任理论这三个著名理论，建立了一个理论框架，以调查网银用户使用网银服务的持续意愿。

设计/方法/方法

遵循实证主义范式，对商业银行的网上银行用户进行了研究调查。作为回应，检索了 355 个有效观察结果并用于数据分析。对于数据分析，本研究使用了最新的统计方法，即结构方程模型（SEM）。

发现

本研究证实，支持承诺信任理论、SDT和期望-确认模型的因素对网上银行用户的持续使用意愿有显着影响。该研究模型解释了 68.4% 的确定网上银行用户继续意愿的方差，这是实质性的。效应量分析 ( f ² ) 表明感知有用性是所有其他外生变量中最重要的因素。研究模型的预测相关性被发现可观Q ² 50.3%。这些发现证实了该研究模型具有预测网上银行用户继续使用意愿的强大能力。

实际影响

从管理的角度来看，这项研究的结果让财务顾问、银行经理和政策制定者更深入地了解人类动机和期望确认因素，以便留住客户并获得信息技术 (IT) 投资的回报。此外，结果表明应该关注用户信任，这反过来又会提高用户继续使用网上银行服务的意愿。自决框架的扩展有助于理论和增强电子商务文献，特别是在采用后的环境中。

原创性/价值

有几项研究调查了网上银行用户的采用前行为。因此，关于网上银行用户的采用后行为的讨论较少。本研究的结果有助于财务顾问全面了解哪些因素会影响网上银行用户继续使用网上银行服务的行为。