Technology Security in Digital Banks and Its Impact on Continuance Intention

Abstract

To enhance customer trust, reduce perceived risks, and increase customer satisfaction, the technological security of digital banking services is paramount. When customers are confident in a bank's ability to protect their sensitive data, they are more likely to continue using the bank's digital services. This trust in the bank's security measures significantly influences their intention to maintain their relationship with the bank. Therefore, the primary purpose of this study is to understand the factors influencing customers continued use of digital banking services. Data was collected from 180 respondents who use digital banking services through purposive sampling technique. Partial Least Squares Structural Equation Modelling (PLS-SEM) was employed to analyse the collected data. The findings reveal that perceived benefit, perceived credibility, and social influence significantly influence perceived trust. However, perceived behavioural control, privacy risk, and security risk are not significantly associated with perceived trust. While, Perceived trust is significantly associated with user satisfaction, which in turn is significantly associated with continuance intention. These findings hold both theoretical and practical significance, shedding light on the antecedents influencing the continued use of digital banking services. This study offers valuable guidance for stakeholders associated with online banking services on improving the technological security of customer information to encourage continuous use. Additionally, the findings suggest potential factors that can enhance customers' confidence, serving as a reference for future research.

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