Post-Adoption Factors Influencing Continuance Intention in Mobile Banking Applications: A PRISMA-Based Systematic Review

Authors

DOI:

https://doi.org/10.15408/aism.v9i2.51979

Keywords:

Mobile banking, continuance intention, post-adoption behavior, systematic literature review, system quality

Abstract

Digital transformation has intensified competition in the digital banking industry, requiring banks not only to attract new users but also to retain existing customers beyond the initial adoption stage. This study aims to conduct a Systematic Literature Review (SLR) based on the PRISMA 2020 framework to identify dominant theoretical models, examine key drivers of continuance intention, and analyze the roles of trust and system quality in mobile banking applications. The review applies strict inclusion and exclusion criteria to articles published between 2021 and mid-2026, retrieved from five major academic databases: Scopus, ScienceDirect, SpringerLink, IEEE Xplore, and Google Scholar. A total of 35 relevant studies were selected for final analysis. The findings reveal that the Expectation-Confirmation Model (ECM) is the most widely used theoretical framework in this research domain. User satisfaction, perceived usefulness, and trust are identified as the most consistent determinants of continuance intention. System quality plays a fundamental role as a technical enabler influencing satisfaction, while trust serves as a key psychological factor driving long-term user loyalty. Despite rapid research growth, the literature shows notable limitations, including the dominance of cross-sectional designs and limited exploration of user responses to system disruptions. Practically, mobile banking providers should prioritize system reliability, security assurance, and transparent information to enhance user satisfaction and trust. Theoretically, this study contributes by synthesizing current research trends and identifying gaps to guide future studies on post-adoption behavior in digital financial services.

Downloads

Download data is not yet available.

Author Biographies

  • Muhammad Qomarul Huda, UIN Syarif Hidayatullah Jakarta

    Muhammad Qomarul Huda is an academician in Information Communication Technology (ICT) field. He was assigned as a reviewer of some International Journals and many International Conferences affiliated with IEEE over the world. He obtained a bachelor degree in System Computer and received his master degree in Informatics Department in Jakarta, Indonesia. He has worked in ICT corporation a holding company of manufacturing industry in Jakarta, as a system integration division. He obtained Ph.D. degrees in Information Technology (Information System) from International Islamic University Malaysia (IIUM) in May 2017. His current research interests are in IT Innovation Diffusion and Organization Performance (ITIDOP). He has coordinated and run many research projects for measuring the individual and organizational performance through IT Innovation Diffusion.

  • Nur Aeni Hidayah, UIN Syarif Hidayatullah Jakarta

    Nur Aeni Hidayah is a lecturer in the Information Systems Study Program, Faculty of Science and Technology, at Syarif Hidayatullah State Islamic University Jakarta. Born in Jakarta, Indonesia, on August 18, 1975, she has been serving as a full-time faculty member since 2005. She earned her bachelor's degree in Accounting Economics and her master's degree in Business Information Systems Management. Her academic expertise focuses on information systems, and she has published numerous scholarly works, including reference books, monographs, and journal articles at both national and international levels. Her current research interests are in IT Innovation Diffusion and Organization Performance (ITIDOP).

  • Balqis Aulia Rahma, UIN Syarif Hidayatullah Jakarta

    Information Systems student at UIN Syarif Hidayatullah Jakarta with 1+ years of experience in administrative, creative, and data management roles. Proven track record as a Vice Manager and Learning & Development Intern in managing digital assets and documentation. Proficient in Figma, Looker Studio, and Google Suites for accurate data entry and content organization. Strong attention to detail and time management skills to ensure high-quality website content maintenance.

References

[1] E. M. Abu-Taieh et al., “Continued Intention to Use of m-banking in jordan by integrating UTAUT, TPB, TAM and Service Quality with ML,” Journal of Open Innovation Technology Market and Complexity, vol. 8, no. 3, p. 120, Jul. 2022, doi: 10.3390/joitmc8030120.

[2] J.-C. Lee, Y. Tang, and S. Jiang, “Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model,” Humanit Soc Sci Commun, vol. 10, no. 1, pp. 1–12, Jun. 2023, doi: 10.1057/s41599-023-01845-1.

[3] A. Khater, I. Hamid, M. E. Osman, and O. K. M. Ahmed, “The moderating role of satisfaction and trust in the continuance intention to use mobile banking in Saudi,” Review of Economics and Finance, vol. 21, no. 1, pp. 509–520, Jan. 2023, doi: 10.2139/ssrn.5561540.

[4] G.-D. Nguyen and T.-H. T. Dao, “Factors influencing continuance intention to use mobile banking: An extended expectation-confirmation model with moderating role of trust,” Humanit Soc Sci Commun, vol. 11, no. 1, pp. 1–14, Feb. 2024, doi: 10.1057/s41599-024-02778-z.

[5] R. Ginting, Syarifuddin, A. Soeprapto, P. M. Akhirianto, and L. P. W. Adnyani, “Analysis of factors that influence continuance use intention of mobile banking users using expectation confirmation model,” Jurnal Informasi Dan Teknologi, pp. 229–234, Dec. 2023, doi: 10.60083/jidt.v5i4.443.

[6] G. Erdoğan, “Examining the determinants of the customer’s continuance intention in mobile banking: Integrating ECM and D&M model,” Sosyal Bilimler Metinleri, vol. 2023, no. 2, pp. 137–152, Oct. 2023, doi: 10.56337/sbm.1350089.

[7] R. A. D. Kumalasari, K. I. Permanasari, M. Karismariyanti, and D. Munandar, “Mobile banking: System quality, information quality, service quality, customer satisfaction and loyalty,” Jurnal Ad Ministrate, vol. 9, no. 1, pp. 141–148, Jun. 2022, doi: 10.26858/ja.v9i1.33951.

[8] M. Che et al., “Investigating customers’ continuous trust towards mobile banking apps,” Humanit Soc Sci Commun, vol. 10, no. 1, pp. 1–10, Dec. 2023, doi: 10.1057/s41599-023-02483-3.

[9] M. V. Deventer, “Mediating effect of mobile banking trust on information and system quality,” JMCBEM, vol. 2024, no. 1, pp. 1–13, 2024, doi: 10.7172/2449-6634.jmcbem.2024.1.1.

[10] D. Febrian, M. Simanjuntak, and N. Hasanah, “The effect of benefits offered and customer experience on re-use intention of mobile banking through customer satisfaction and trust,” J. Keuang. dan Perbank., vol. 25, no. 3, pp. 551–569, Aug. 2021, doi: 10.26905/jkdp.v25i3.5879.

[11] K. Gbongli, “A systematic review and weight analysis of mobile financial services adoption literature from 2011 to 2021,” Theory, Methodology, Practice – Review of Business and Management, vol. 18, no. 02, pp. 23–49, Dec. 2022, doi: 10.18096/TMP.2022.02.02.

[12] N. K. Kumar and A. S. Yadav, “A systematic literature review and bibliometric analysis on mobile payments,” Vision, vol. 28, no. 3, pp. 287–302, Jun. 2024, doi: 10.1177/09722629221104190.

[13] M. Yan, R. Filieri, and M. Gorton, “Continuance intention of online technologies: A systematic literature review,” International Journal of Information Management, vol. 58, pp. 1–13, Jun. 2021, doi: 10.1016/j.ijinfomgt.2021.102315.

[14] C. A. Christy and L. Lisana, “Customer continuance usage of digital banking: A systematic review of influencing factors,” Journal of Information Systems and Informatics, vol. 7, no. 2, pp. 1714–1742, Jun. 2025, doi: 10.51519/journalisi.v7i2.1151.

[15] D. Nurhayati and D. F. Shiddieq, “Seabank Apps: Niat penggunaan berkelanjutan berdasarkan extended expectation confirmation model dan Delone & Mclean Model,” Jurnal Teknologi Informasi dan Ilmu Komputer, vol. 12, no. 5, pp. 1095–1106, Oct. 2025, doi: 10.25126/jtiik.2025125.

[16] M. J. Page et al., “PRISMA 2020 explanation and elaboration: Updated guidance and exemplars for reporting systematic reviews,” BMJ, vol. 372, pp. 1–36, Mar. 2021, doi: 10.1136/bmj.n160.

[17] B. Kitchenham and S. Charters, “Guidelines for Performing systematic literature reviews in software engineering,” Keele University and University of Durham, UK, EBSE Technical Report (Version 2.3) EBSE-2007-01, Jul. 2007.

[18] M. Usman, N. B. Ali, and C. Wohlin, “A quality assessment instrument for systematic literature reviews in software engineering,” arXiv (Cornell University), Sep. 2021, doi: 10.48550/arxiv.2109.10134.

[19] A. L. G. A. Jarad, “Continuous intention to use mobile banking apps: Empirical study in Iraq,” Theory Methodology Practice, vol. 18, no. 1, pp. 61–74, Jan. 2022, doi: 10.18096/tmp.2022.01.05.

[20] A. Y. Andini, U. Suhud, and A. Kasofi, “Analisis faktor kepuasan dan niat penggunaan berkelanjutan mobile banking: Tinjauan user experience, e-service quality, perceived security,” PENG Jurnal Ekonomi Dan Manajemen, vol. 3, no. 1, pp. 66–85, Aug. 2025, doi: 10.62710/vc49td50.

[21] F. Aidarus and A. Abu, “The effect of fintech on the user’s trust, satisfaction, and continuance intention in Islamic banks – the perspective of a developing country,” Journal of Asian Scientific Research, vol. 15, no. 1, pp. 81–97, Apr. 2025, doi: 10.55493/5003.v15i1.5331.

[22] A. Geebren and A. Jabbar, “Factors that influence customer trust and satisfaction in mobile banking: A problematization approach,” International Journal of E-Business Research, vol. 17, no. 3, pp. 1–17, Jul. 2021, doi: 10.4018/IJEBR.2021070105.

[23] D. Amay and M. A. Sugiat, “A TAM-based analysis of perceived factors influencing satisfaction and continued use of MyBCA mobile banking,” Journal Research of Social Science, Economics, and Management, vol. 4, no. 12, pp. 2417–2427, Jul. 2025, doi: 10.59141/jrssem.v4i12.920.

[24] A. Habib, E. Pramana, H. Junaedi, and E. Ronando, “Extending the expectation confirmation model to examine continuous use mobile banking: security, trust, and convenience,” INTENSIF: J. Ilm. Penelit. dan Penerap. Tek. Sist. Inf., vol. 9, no. 1, pp. 76–96, Feb. 2025, doi: 10.29407/intensif.v9i1.23751.

[25] D. M. Hasan, Z. Abbas, S. I. H. Zaidi, M. S. Ali, and D. A. Aziz, “AI-enabled digital banking service quality and customer satisfaction a SmartPLS-based analysis of value creation and continuance intention in Pakistan,” The Critical Review of Social Sciences Studies, vol. 4, no. 1, pp. 442–464, 2026, doi: 10.59075/sahwjf12.

[26] I. Hidayat-ur-Rehman, A. Ahmad, M. N. Khan, and S. A. Mokhtar, “Investigating mobile banking continuance intention: A mixed-methods approach,” Mobile Information Systems, vol. 2021, pp. 1–17, Sep. 2021, doi: 10.1155/2021/9994990.

[27] N. Firdausah, U. Asmi, V. Febrianti, and N. Setianingrum, “Continuance intention pengguna Byond: Pengaruh service quality dan perceived value dengan moderasi trust pada nasabah BSI Cabang Gajah Mada Jember,” Currency (Jurnal Ekonomi dan Perbankan Syariah), vol. 4, no. 2, pp. 141–154, May 2026, doi: 10.32806/currency.v4i2.1829.

[28] I. Nurhipnudin and A. Lastiati, “Exploring the role of trust and user experience on users’ continuance intention in digital fund transfers: A mediated model through user satisfaction,” Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), vol. 9, no. 1, pp. 2255–2267, Jan. 2026, doi: 10.31538/iijse.v9i1.8654.

[29] S. Lie and V. U. Tjhin, “Analysis of factors affecting continuance intention in Indonesian digital banks,” International Journal of Advanced Computer Science and Applications, vol. 16, no. 9, pp. 306–319, 2025, doi: 10.14569/IJACSA.2025.0160930.

[30] A. Natalia, M. E. D. Mustika, S. I. C. L. Tobing, and M. Mariani, “Modeling continuance intention of superapps mobile banking: An empirical study of ECM extended with trust and security,” Journal Research of Social Science, Economics, and Management, vol. 4, no. 12, pp. 2480–2497, Jul. 2025, doi: 10.59141/jrssem.v4i12.954.

[31] Neviana and D. L. Warganegara, “Extending the expectation confirmation model toward sustainable relationship continuance: the mediating roles of engagement and financial empowerment in Indonesian mobile banking,” Front. Sustain., vol. 7, p. 1728957, Jan. 2026, doi: 10.3389/frsus.2026.1728957.

[32] M. Özecan and E. Arıkan, “An integrative model on user satisfaction and continuance intention for using m-banking,” berj, vol. 3, no. 3, pp. 465–482, Jul. 2022, doi: 10.20409/berj.2022.384.

[33] A. Qamar and M. Qureshi, “Impact of behavioral, technological & societal antecedents on continuous usage intention of mobile banking,” ABAC Journal, vol. 42, no. 4, pp. 46–63, Dec. 2022, doi: 10.14456/abacj.2022.52.

[34] A. A. Rabaa’i and S. A. ALMaati, “Exploring the determinants of users’ continuance intention to use mobile banking services in Kuwait: Extending the expectation-confirmation model,” Asia Pacific Journal of Information Systems, vol. 31, no. 2, pp. 141–184, Jun. 2021, doi: 10.14329/apjis.2021.31.2.141.

[35] S. Rahi and M. A. Ghani, “Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model,” Digital Policy Regulation and Governance, vol. 23, no. 5, pp. 456–474, Oct. 2021, doi: 10.1108/dprg-11-2020-0168.

[36] S. Rahi, M. M. Khan, and M. Alghizzawi, “Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of internet banking user continuance intention,” International Journal of Quality & Reliability Management, vol. 38, no. 4, pp. 986–1004, 2021, doi: 10.1108/IJQRM-03-2020-0074.

[37] Md. B. Rizvee, Md. N. A. Siddik, and S. Kabiraj, “Exploring antecedents of rural users’ continuance of use intention toward mobile financial services in Bangladesh: Deployment of Expectation Confirmation Model,” JRFM, vol. 18, no. 5, pp. 1–21, Apr. 2025, doi: 10.3390/jrfm18050236.

[38] T. Suratno, Johannes, J. Marzal, and A. Oktavia, “Post-adoption behavior analysis: An empirical study of the expectation confirmation model on sharia mobile banking in Indonesia,” Multidiscip. Sci. J., vol. 8, no. 2, p. 2026135, Jul. 2025, doi: 10.31893/multiscience.2026135.

[39] Rr. T. I. Wardani, E. S. Astuti, S. Sunarti, and M. Iqbal, “Explaining post-adoption mobile banking usage in indonesia using an integrated technology acceptance model and IS success model: Evidence from PLS-SEM,” Int. J. Environ. Eng. Educ., vol. 8, no. 1, pp. 138–155, Mar. 2026, doi: 10.55151/ijeedu.v8i1.372.

[40] H. Winata, A. Thoyib, F. Rohman, and A. Yuliarinto, “From experience to loyalty: Understanding the dynamics of customer trust in Indonesia’s mobile banking industry,” jlsdgr, vol. 5, no. 1, pp. 1–23, Oct. 2024, doi: 10.47172/2965-730X.SDGsReview.v5.n01.pe02597.

[41] O. Bouhlel and M. N. Mzoughi, “An investigation of users’ continuance intention toward mobile banking applications,” IJB, vol. 29, no. 1, pp. 109–134, Jan. 2024, doi: 10.55802/IJB.029(1).005.

[42] J. N. Jurnawan and T. Oktavia, “Analysis of factors influencing continuance intention towards digital bank applications,” Journal of Theoretical and Applied Information Technology, vol. 102, no. 20, pp. 7532–7543, Oktober 2024.

[43] P. Kumar, S. Chauhan, P. Gupta, and M. P. Jaiswal, “A meta-analysis of trust in mobile banking: The moderating role of cultural dimensions,” International Journal of Bank Marketing, vol. 41, no. 6, pp. 1207–1238, Apr. 2023, doi: 10.1108/IJBM-02-2022-0075.

[44] P. Kumar, S. Chauhan, S. Kumar, and P. Gupta, “A meta-analysis of satisfaction in mobile banking: A contextual examination,” International Journal of Bank Marketing, vol. 42, no. 3, pp. 357–388, Nov. 2023, doi: 10.1108/IJBM-04-2023-0236.

Downloads

Published

2026-10-09

Issue

Vol. 9 No. 2 (2026): Applied Information System and Management (AISM)

Section

Articles

License

Copyright (c) 2026 Muhammad Qomarul Huda, Nur Aeni Hidayah, Balqis Aulia Rahma, Yusuf Durachman, Bayu Waspodo, Noor Azura Zakaria

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

How to Cite

Post-Adoption Factors Influencing Continuance Intention in Mobile Banking Applications: A PRISMA-Based Systematic Review. (2026). Applied Information System and Management (AISM), 9(2), 297-312. https://doi.org/10.15408/aism.v9i2.51979