Analysis of the Influence of Motivational Factors and Barriers on Continuance Intention of Mobile Banking Usage in Indonesia
DOI:
https://doi.org/10.21512/becossjournal.v8i1.15731Keywords:
Mobile banking, continuance intention, Dual Factor Theory, PLS-SEMAbstract
Mobile banking adoption in Indonesia has grown rapidly alongside increasing digital literacy. Yet, most prior studies have focused on initial adoption drivers, leaving a research gap in understanding the continuance intention (IU) of users who are already familiar with mobile banking. This study addresses that gap by applying Dual Factor Theory to analyze how Perceived Ease of Use (PU), Reward (RW), Risk Barrier (RB), and Image Barrier (IB) influence IU among Indonesian mobile banking users. Data were collected through an online questionnaire, and 300 valid responses were analyzed using Partial Least Squares Structural Equation Modeling (PLS‑SEM). The measurement model confirmed that all constructs were valid and reliable, with strong indicator loadings. The results show that motivational factors (PU and RW) have positive and significant effects on IU, whereas barrier factors (RB and IB) exhibit weaker or insignificant effects. These findings emphasize that in the post‑adoption stage, user motivation, particularly ease of use and incentives, is more dominant in sustaining continuance intention than barriers such as risk or negative image. This provides new insights compared to earlier studies that emphasized barriers as critical obstacles, demonstrating that in a mature digital environment like Indonesia, barriers lose relevance while motivational factors prevail. This research contributes theoretically by refining the application of Dual Factor Theory to the context of mobile banking continuance, showing that its effectiveness is stage-dependent. Practically, the study suggests that banks should prioritize enhancing usability and maintaining attractive reward programs to strengthen user loyalty, rather than focusing solely on reducing barriers.
References
Abd Ghani, M., Rahi, S., Mohd Yasin, N., & Alnaser, F. M. (2017). Adoption of Internet Banking: Extending the Role of Technology Acceptance Model (TAM) with E-Customer Service and Customer Satisfaction. World Applied Sciences Journal, 35(9), 1918-1929. https://doi.org/10.5829/idosi.wasj.2017.1918.1929
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan. Journal of Enterprise Information Management, 29(1), 118-139. https://doi.org/10.1108/JEIM-04-2015-0035
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351-370. https://doi.org/10.2307/3250921
Cao, X., Yu, L., Liu, Z., Gong, M., & Adeel, L. (2018). Understanding mobile payment users’ continuance intention: a trust transfer perspective. Internet Research, 28(2), 456-476. https://doi.org/10.1108/IntR-11-2016-0359
Danurdoro, K., & Wulandari, D. (2016). The Impact of Perceived Usefulness, Perceived Ease of Use, Subjective Norm, and Experience Toward Student’s Intention to Use Internet Banking. JESP, 8(1).
Dimitrova, I., Öhman, P., & Yazdanfar, D. (2022). Barriers to bank customers’ intention to fully adopt digital payment methods. International Journal of Quality and Service Sciences, 14(5), 16-36. https://doi.org/10.1108/IJQSS-03-2021-0045
Hani, Y. Y. (2024). Pengaruh Perceived Usefulness, Perceived Enjoyment dan Trust Terhadap Continuance Intention Pada Mobile Banking BSI Dengan Kepuasan Sebagai Variabel Moderasi (Studi Pada Nasabah BSI Kota Bandar Lampung).
Laukkanen, T., & Kiviniemi, V. (2010). The role of information in mobile banking resistance. International Journal of Bank Marketing, 28(5), 372-388. https://doi.org/10.1108/02652321011064890
Lepper, G. D. (2015). The Hidden Costs of Reward: New Perspectives On The Psychology of Human Motivation. Psychology Press. https://doi.org/10.4324/9781315666983
Lestari, F., Ahmad, I., Supriyanto, & Wijaya, T. (2024). Determinasi Loyalitas Generasi Z Terhadap Penggunaan Mobile Banking Syariah Berbasis Kecerdasan Buatan.
Maharani, A. (2025). Hambatan Fungsional, Psikologi, dan Emosional Terhadap Penggunaan Layanan Mobile Banking Bank Syariah Di Ponorogo.
Musyaffi, A. M., Gurendrawati, E., Afriadi, B., Oli, M. C., Widawati, Y., & Oktavia, R. (2022). Resistance of Traditional SMEs in Using Digital Payments: Development of Innovation Resistance Theory. Human Behavior and Emerging Technologies. https://doi.org/10.1155/2022/7538042
Oh, K.-Y., Cruickshank, D., & Anderson, A. R. (2009). The adoption of e-trade innovations by Korean small and medium sized firms. Technovation, 29(2), 110-121. https://doi.org/10.1016/j.technovation.2008.08.001
Ramos, F. L., Ferreira, J. B., De Freitas, A. S., & Rodrigues, J. W. (2018). The effect of trust in the intention to use m-banking. Brazilian Business Review, 15(2), 175-191. https://doi.org/10.15728/bbr.2018.15.2.5
Schierz, P. G., Schilke, O., & Wirtz, B. W. (2010). Understanding consumer acceptance of mobile payment services: An empirical analysis. Electronic Commerce Research and Applications, 9(3), 209-216. https://doi.org/10.1016/j.elerap.2009.07.005
Sesilawati, D. A. (2024). Analisis Faktor Yang Mempengaruhi Continuance Intention Pada Layanan BSI Mobile Dengan Expectation-Confirmation Model (ECM).
Syarif, M. A. (2023). Intensi penggunaan bank digital pada generasi Z dan milenial: Pendekatan Technology Acceptance Model. Economics and Digital Business Review.
Talwar, S., Dhir, A., Kaur, P., & Mäntymäki, M. (2020). Why do people purchase from online travel agencies (OTAs)? A consumption values perspective. International Journal of Hospitality Management, 88, 102534. https://doi.org/10.1016/j.ijhm.2020.102534
Windasari, N. A., Kusumawati, N., Larasati, N., & Amelia, R. P. (2022). Digital-only banking experience: Insights from gen Y and gen Z. Journal of Innovation & Knowledge, 7(2), 100170. https://doi.org/10.1016/j.jik.2022.100170
Yohannes Kurniawan, L. J. (2024). Unpacking the Digital Banking Preferences of Generation Z Students: Empirical Evidence from Indonesia. Journal of System and Management Sciences. https://doi.org/10.33168/JSMS.2024.1104
Zhang, J., & Mao, E. (2008). Understanding the acceptance of mobile SMS advertising among young Chinese consumers. Psychology & Marketing, 25(8), 787-805. https://doi.org/10.1002/mar.20239
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jessica Tania, Arta Moro Sundjaja
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
USER RIGHTS
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)
