Toward post-adoption reliance in mobile banking: platform quality, trust and sustained acceptance across Malaysia and Indonesia
Zhangwei Zheng, Syajarul Imna Mohd Amin, Johan Ariff Jafri, Khaira Amalia Fachrudin, Qin Lingda TanPurpose
Mobile banking adoption does not guarantee continued channel acceptance. This study examines how functional beliefs, platform quality and trust sustain mobile banking acceptance across Malaysia and Indonesia.
Design/methodology/approach
Survey data from 940 existing users were analyzed using partial least squares structural equation modeling (PLS-SEM), multi-group analysis (MGA), and fuzzy-set qualitative comparative analysis (fsQCA). PLS-SEM estimated average direct and indirect relationships, MGA tested cross-country path differences, and fsQCA identified necessary and sufficient configurations for high sustained acceptance.
Findings
Performance expectancy was the strongest direct predictor of sustained mobile banking acceptance intention (SAI) and appeared in all six sufficient configurations. It was also a nontrivial necessary condition in Indonesia. Mobile banking platform quality (MBPQ) was positively associated with SAI and strongly related to trust. Trust showed a non-uniform role: its pooled direct and mediating relationships with SAI were unsupported, yet it remained a core condition in three configurations. The performance expectancy–SAI relationship was stronger in Malaysia, whereas the MBPQ–trust relationship was stronger in Indonesia.
Originality/value
Performance expectancy provides a stable motivational basis for sustained acceptance, whereas trust matters within particular combinations of conditions rather than as a uniform additive driver. Cross-country evidence further shows selective differences in the performance expectancy–SAI and MBPQ–trust relationships. A security-inclusive reflective–formative MBPQ specification preserves the distinct contributions of system quality, information quality, service quality, and security.