The Influence of Security on Intention to Continue Use M-Banking Services through the Mediation of User Satisfaction and Trust

Abstract

The rapid adoption of M-Banking in Indonesia has intensified competition with digital financial services such as e-wallets, making continued user engagement increasingly important. Based on the Theory of Planned Behavior, this study examines the effect of security on intention to continue use, with user satisfaction and trust as mediating variables. The study employed a quantitative approach and involved M-Banking users in Indonesia who had used M-Banking for at least two years. The study selected respondents using the Slovin formula and analyzed the data using Structural Equation Modeling (SEM). The findings show that security does not directly influence intention to continue use but significantly enhances user satisfaction and trust. However, user satisfaction does not significantly influence intention to continue use or mediate the relationship between security and continuance intention. In contrast, trust significantly influences intention to continue use and mediates the relationship between security and continuance intention. These findings highlight trust as a key mechanism linking security to continued M-Banking usage. M-Banking providers, particularly state-owned banks, should strengthen security while building user trust through reliable services, convenient features, continuous innovation, and effective digital promotion.