The roles of user adaptation and trust in fostering continuance intention toward mobile banking: an extended decomposed theory of plan behavior

Although mobile banking is popular and offers many benefits, research on adaptation and continuance intention to use mobile banking is limited. This study investigates the influence of adaptation, perceived usefulness, subjective normnorms, self-efficacy, and trust on the continuance intention to use mobile banking in Vietnam and the moderating role of trust in the relationship between adaptation and the continuance intention to use mobile banking. The aim is to propose managerial implications for increasing users' continuance intention to use mobile banking in Vietnam. Based on the extended decomposed theory of plan behavior and adaptive structuration theory for individuals, this study validates a proposed research model using convenient sampling (n=523) and a face-to-face survey of mobile banking users in Vietnam. To obtain the primary data for quantitative analysis, this study utilizes a convenience sampling method suitable for researching a new electronic service (mobile banking) and the challenges of obtaining limited data availability in Vietnam. The SmartPLS4 package was utilized for data analysis. The findings reveal that trust, adaptation, subjective norms, self-efficacy, and perceived usefulness significantly impact continuance intention. Trust, in particular, plays a dual role, directly influencing continuance intention and moderating the relationship between adaptation and this intention. Additionally, adaptation is influenced by perceived usefulness, subjective norms, and self-efficacy. The findings of this research not only contribute to the theoretical foundation of mobile banking but also provide valuable insights to help banks and bank managers understand the factors that may drive mobile banking users to continue using the system. Theoretical and managerial implications suggest maintaining strong relationships with mobile banking users in developing countries.