Mobile Banking Continuance in an Emerging Market: The Interplay of Innovation Resistance, Technology Readiness, Adoption, and Satisfaction

Abstract

Digital transformation has, for example, brought increased use of mobile banking services to countries such as Indonesia. Even with its rapid initial use, the main problem to solve is the sustainability of mobile banking. This study presents the first account of innovation resistance, technology readiness, adoption, and satisfaction concerning mobile banking service intention continuance in East Kalimantan. The study surveyed 600 active mobile banking users and analyzed the results by applying partial least squares regression structural equation Modeling. Innovation resistance negatively impacts adoption and satisfaction, whereas technology readiness positively impacts adoption, satisfaction, and intention to continue. Satisfaction and intention to continue mobile banking are positively driven by adoption. Satisfaction is the strongest predictor of loyalty. The mediating effects of adoption and satisfaction on continuance intention from the other variables in the study is most likely driven by the fact that adoption and satisfaction are the most The strongest drivers of the other variables in relation to the study are the variables to enable adoption and satisfaction as the strongest drivers. At a theoretical level, this research improves upon the comprehension of the integration of Innovation Resistance Theory (IRT), the Technology Readiness Model (TRM), and Social Exchange Theory (SET) regarding the adoption of sustainability within financial technologies. On a practical level, the results provide actionable insights into how banks can reduce resistance, improve technological readiness, and maintain a high level of customer satisfaction through the continued provision of safe, seamless, and value-adding service encounters.