Examining continuance usage of mobile banking from the perspectives of ECT and flow

The success of mobile banking services is, in part, dependent on getting users to continue using mobile services. Drawing on the expectation confirmation theory (ECT) and flow theory, this research examines the factors affecting the continuance intention of mobile banking users. The results indicate that expectation confirmation affects perceived usefulness, which affects satisfaction and the continuance intention. In addition, perceived ease of use and trust affect flow, which further predicts the continuance intention. The results imply that service providers need to concern themselves with both perceived utility and user experience in order to facilitate continuance usage of their mobile banking services.