Cardless withdrawals at West Sumatra Islamic bank ATMs: Ease of use, perceived security, trust, continuance intention

Purpose – This empirical work explores the individual and joint associations of ease of use, perceived security, and institutional trust with customers’ continuance intention to use cardless withdrawal services at Islamic bank ATMs in West Sumatra. Design – Employing a cross-sectional quantitative inquiry, empirical data were elicited from 100 verified Islamic mobile banking clients possessing past exposure to card-free cash dispensations. Informants were identified via criteria-driven purposive sampling. Numerical evaluations were computed through multivariable linear modeling using SPSS version 30. Findings – The aggregate estimation demonstrated statistical significance (F = 28.789, p < 0.001) and explained 47.4% of the variation in continuance intention (R² = 0.474; adjusted R² = 0.457). Perceived security showed a positive and statistically significant relationship with continuance intention (B = 0.453, β = 0.389, p = 0.002). Ease of use (p = 0.244) and trust (p = 0.056) were not statistically significant as individual predictors. Research Implications – The findings suggest that users’ perceptions of security deserve particular attention in the continued use of cardless withdrawal services. Islamic banks may benefit from clearly communicating authentication procedures, transaction safeguards, and customer-protection measures. Further research should distinguish institutional trust from feature-specific security perceptions and examine additional factors associated with continuance intention. Originality – This study advances our understanding of post-adoption phenomena by jointly examining ease of use, perceived security, and institutional trust among existing users of cardless withdrawal services at Islamic bank ATMs. It highlights that feature-specific security perceptions may be more relevant than general institutional trust in explaining continued use within the studied sample. The findings are limited to the 100 respondents and should not be generalized to all Islamic bank customers in West Sumatra