FACTORS INFLUENCING CONTINUATION INTENTION OF MOBILE BANKING USAGE: EXTENDING EXPECTANCY CONFIRMATION MODEL (ECM) AND ARTIFICIAL INTELLIGENCE (AI) WITH SECURITY AS MODERATION

Abstract

This study aims to identify factors that influence continuance intention to use mobile banking by extending the Expectancy Confirmation Model (ECM) and integrating Artificial Intelligence (AI) and security as moderating variables. Data were collected from mobile banking users in Southwest Papua and analyzed using a Structural Equation Model (SEM) with the Partial Least Squares (PLS) approach. The results showed that confirmation, perceived usefulness, customer experience, and satisfaction significantly influenced continuance intention to use mobile banking. In addition, artificial intelligence that is considered intelligent and anthropomorphic also increases perceived usefulness and confirmation of expectations. The security aspect was found to moderate the relationship between perceived usefulness and satisfaction, thereby increasing user satisfaction. These findings provide important insights for mobile banking developers and policy makers to increase the adoption of digital banking services.