Does mobile banking service quality matter? A two-staged structural equation modeling-artificial neural network approach

With the proliferation of financial technology (Fintech), financial services are becoming an integral part of our lives. We are gradually transitioning from a cash-based payment system to a digital payment system. However, this shift has been limited by people’s intentions. Drawing on the expectation confirmation model and the electronic service quality model, this paper investigates the continuance intention (CI) of mobile banking (MB) as a Fintech product. The study employed a cross-sectional survey research design and purposive sampling technique to collect data from 301 MB users. Data analysis was conducted using partial least square structural equation modeling and artificial neural network techniques. The results indicate that confirmation significantly influences perceived usefulness (PU) and satisfaction. Additionally, mobile banking service quality (MB-SQ) significantly impacts both confirmation and satisfaction, while PU and satisfaction significantly influence CI. Mediational analysis revealed that confirmation partially mediates the relationship between MB-SQ and satisfaction. These findings could encourage Fintech service providers and researchers to focus on MB-SQ as a critical variable for promoting continued usage. MB service providers could gain insights into designing strategies to enhance service quality and attract more customers. To the best of researchers’ knowledge, this paper is among the earliest to incorporate MB-SQ into the existing expectation confirmation model.