The Combined Effect of Expectation Confirmation Model and Islamıc Theory of Consumer Behavior on Continuance Intent of M and Internet Banking Users of Islamic Banks
Abstract
The intention of Muslim consumers in Indonesia to continue using mobile banking services is investigated in this study. This research integrates two marketing theories, the expectation confirmation model and the Islamic theory of consumer behavior, to create a marketing framework model that may be used by Islamic banks. To address the problems of continuing to utilize mobile banking services in Islamic banks, this model includes attitudes, trust, perceived usefulness, satisfaction as a proxy for expectation confirmation, and sharia compliance as a proxy for Muslim customer behavior. A questionnaire with 136 replies was utilized to obtain the data used in the data analysis. To analyze measurements and structural models, the analysis technique employs SEM with a PLS approach. The findings show that directly, attitude, satisfaction, sharia compliance and trust have a significant positive effect on the continuance intention of sharia bank m-banking users. In indirect effect through satisfaction, attitude has a positive but not significant effect, while perceived usefulness, sharia compliance and trust through satisfaction have a positive and significant effect. This research gives helpful information that can be used by mobile banking service providers in Islamic banks to improve mobile banking services.
References
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Amin, H. (2019). The Islamic theory of consumer behaviour for ijarah home financing. Journal of Asia Business Studies, 13(4), 672–693. https://doi.org/10.1108/JABS-09-2018-0261
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Anouze, A. L. M., Alamro, A. S., & Awwad, A. S. (2019). Customer satisfaction and its measurement in Islamic banking sector: a revisit and update. Journal of Islamic Marketing, 10(2), 565–588. https://doi.org/10.1108/JIMA-07-2017-0080
Asnakew, Z. S. (2020). Customers’ Continuance Intention to Use Mobile Banking: Development and Testing of an Integrated Model. The Review of Socionetwork Strategies, 14(1), 123–146. https://doi.org/10.1007/s12626-020-00060-7
Chang, Pi-Shan Hsu, Chieh-Peng Lin, K. K.-L. (2009). A qualitative integration of self-determination theory and expectation-confirmation theory using physical education as an example. Qual Quant, 43, 977–981. https://doi.org/DOI 10.1007/s11135-008-9166-y
Chin, W. W. (1998). The partial least squares approach for structural equation modeling. Modern Methods for Business Research, April, 295–336.
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39. https://doi.org/10.2307/3151312
Hassan, H. E., & Wood, V. R. (2020). Does country culture influence consumers’ perceptions toward mobile banking? A comparison between Egypt and the United States. Telematics and Informatics, 46(October 2019), 101312. https://doi.org/10.1016/j.tele.2019.101312
Hulland, J. (1999). Use of Partial Least Squares (PLS) in Strategic Management Research: A Review of Four Recent Studies. Trategic Management Journal, 20, 195–204.
Ibrahim, H., & Najjar, F. (2008). Assessing the effects of self-congruity, attitudes and customer satisfaction on customer behavioural intentions in retail environment. Marketing Intelligence and Planning, 26(2), 207–227. https://doi.org/10.1108/02634500810860638
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Kaakeh, A., Hassan, M. K., & Van Hemmen Almazor, S. F. (2019). Factors affecting customers’ attitude towards Islamic banking in UAE. International Journal of Emerging Markets, 14(4), 668–688. https://doi.org/10.1108/IJOEM-11-2017-0502
Lada, S., Harvey Tanakinjal, G., & Amin, H. (2009). Predicting intention to choose halal products using theory of reasoned action. International Journal of Islamic and Middle Eastern Finance and Management, 2(1), 66–76. https://doi.org/10.1108/17538390910946276
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Lee, Y., & Kozar, K. A. (2008). An empirical investigation of anti-spyware software adoption: A multitheoretical perspective. Information and Management, 45(2), 109–119. https://doi.org/10.1016/j.im.2008.01.002
Mandari, Daniel Ntabagi Koloseni, Julius Macha, H. E. (2020). Continuance Usage of Mobile Banking Service Among Small and Medium Enterprises (SMEs) in Tanzania. International Journal of ICT Research in Africa and the Middle East, 9(1).
Mandari, H. E., Koloseni, D. N., & Macha, J. (2019). Continuance Usage of Mobile Banking Services Among Small and Medium Enterprises (SMEs) in Tanzania. International Journal of ICT Research in Africa and the Middle East, 9(1), 50–66. https://doi.org/10.4018/ijictrame.2020010103
Memon, Y. J., Azhar, S. M., Haque, R., & Bhutto, N. A. (2020). Religiosity as a moderator between theory of planned behavior and halal purchase intention. Journal of Islamic Marketing, 11(6), 1821–1836. https://doi.org/10.1108/JIMA-01-2019-0006
Oliver, R. L. (1980). A Cognitive Model of the Antecendents and Consequences of Sarisfaction Decisions. Journal of Islamic Marketing Research, 17(4), 460.
Oliver, R. L., & Bearden, W. O. (1985). Disconfirmation processes and consumer evaluations in product usage. Journal of Business Research, 13(3), 235–246. https://doi.org/10.1016/0148-2963(85)90029-3
Rahi, Mazuri Abd. Ghani, S. (2019). Integration of expectation confirmation theory and selfdetermination theory in internet banking continuance intention. Journal of Science and Technology Policy Management, 10(3), 533–550.
Rahi, Mazuri Abd Ghani, S. (2021). Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model. DIGITAL POLICY, REGULATION AND GOVERNANCE. https://doi.org/10.1108/DPRG-11-2020-0168
Rahi, S., & Abd.Ghani, M. (2019). Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context. International Journal of Accounting and Information Management, 27(3), 512–528. https://doi.org/10.1108/IJAIM-07-2018-0077
Ramadani, O. V., Kadir, A. R., & Sanusi, A. (2018). Analisis Pengaruh Shariah Compliance dan Assurance terhadap Kepuasan Nasabah BMT Barokatul Umah di Kabupaten Merauke. Economica: Jurnal Ekonomi Islam, 9(2), 349–375. https://doi.org/10.21580/economica.2018.9.2.2662
Rezvani, A., Khosravi, P., & Dong, L. (2017). Motivating users toward continued usage of information systems: Self-determination theory perspective. Computers in Human Behavior, 76, 263–275. https://doi.org/10.1016/j.chb.2017.07.032
Sayani, H. (2015). Customer satisfaction and loyalty in the United Arab Emirates banking industry. International Journal of Bank Marketing, 33(3), 351–375. https://doi.org/10.1108/IJBM-12-2013-0148
Sudaryono. (2017). Metodologi Penelitian. Rajawali Pers.
Sugiyono. (2015a). Metode Pendidikan Pendekatan Kuantitatif, Kualitatif dan R & D. Alfabeta.
Sugiyono. (2015b). Statistika Untuk Penelitian. Alfabeta.
Thi Ngoc Mien, N., & Phuong Thao, T. (2015). Factors Affecting Personal Financial Management Behaviors: Evidence from Vietnam Related papers Fact ors Affect ing To Personal Financial Management Behaviours Of GOVERNMENT Employe… Gayan Abeyrat hna T he Impact of Money At t it ude on Personal Financial. 10–12.
Walfajri, M. (2022). Terus Meningkat, Transaksi Digital Banking Capai Rp 8.047,1 Triliun Per Februari 2022. Kontan.Co.Id. https://keuangan.kontan.co.id/news/terus-meningkat-transaksi-digital-banking-capai-rp-80471-triliun-per-februari-2022-1
Wiyono, G. (2020). Merancang Penelitian Bisnis dengan alat analisis SPSS 25 & SmartPLS 3.2.8 (2nd ed.). UPP STIM YKPN.
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
Amin, H. (2017). Consumer behaviour of Islamic home financing: Investigating its determinants from the theory of Islamic consumer behaviour. Humanomics, 33(4), 517–548. https://doi.org/10.1108/H-12-2016-0102
Amin, H. (2019). The Islamic theory of consumer behaviour for ijarah home financing. Journal of Asia Business Studies, 13(4), 672–693. https://doi.org/10.1108/JABS-09-2018-0261
Amin, H., Abdul-Rahman, A. R., & Razak, D. A. (2014). Theory of Islamic consumer behaviour: An empirical study of consumer behaviour of Islamic mortgage in Malaysia. Journal of Islamic Marketing, 5(2), 273–301. https://doi.org/10.1108/JIMA-06-2013-0042
Anouze, A. L. M., & Alamro, A. S. (2020). Factors affecting intention to use e-banking in Jordan. International Journal of Bank Marketing, 38(1), 86–112. https://doi.org/10.1108/IJBM-10-2018-0271
Anouze, A. L. M., Alamro, A. S., & Awwad, A. S. (2019). Customer satisfaction and its measurement in Islamic banking sector: a revisit and update. Journal of Islamic Marketing, 10(2), 565–588. https://doi.org/10.1108/JIMA-07-2017-0080
Asnakew, Z. S. (2020). Customers’ Continuance Intention to Use Mobile Banking: Development and Testing of an Integrated Model. The Review of Socionetwork Strategies, 14(1), 123–146. https://doi.org/10.1007/s12626-020-00060-7
Chang, Pi-Shan Hsu, Chieh-Peng Lin, K. K.-L. (2009). A qualitative integration of self-determination theory and expectation-confirmation theory using physical education as an example. Qual Quant, 43, 977–981. https://doi.org/DOI 10.1007/s11135-008-9166-y
Chin, W. W. (1998). The partial least squares approach for structural equation modeling. Modern Methods for Business Research, April, 295–336.
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39. https://doi.org/10.2307/3151312
Hassan, H. E., & Wood, V. R. (2020). Does country culture influence consumers’ perceptions toward mobile banking? A comparison between Egypt and the United States. Telematics and Informatics, 46(October 2019), 101312. https://doi.org/10.1016/j.tele.2019.101312
Hulland, J. (1999). Use of Partial Least Squares (PLS) in Strategic Management Research: A Review of Four Recent Studies. Trategic Management Journal, 20, 195–204.
Ibrahim, H., & Najjar, F. (2008). Assessing the effects of self-congruity, attitudes and customer satisfaction on customer behavioural intentions in retail environment. Marketing Intelligence and Planning, 26(2), 207–227. https://doi.org/10.1108/02634500810860638
Inan, D. I., Hidayanto, A. N., Juita, R., Soemawilaga, F. F., Melinda, F., Puspacinantya, P., & Amalia, Y. (2021). Service quality and self-determination theory towards continuance usage intention of mobile banking. Journal of Science and Technology Policy Management. https://doi.org/10.1108/JSTPM-01-2021-0005
Kaakeh, A., Hassan, M. K., & Van Hemmen Almazor, S. F. (2019). Factors affecting customers’ attitude towards Islamic banking in UAE. International Journal of Emerging Markets, 14(4), 668–688. https://doi.org/10.1108/IJOEM-11-2017-0502
Lada, S., Harvey Tanakinjal, G., & Amin, H. (2009). Predicting intention to choose halal products using theory of reasoned action. International Journal of Islamic and Middle Eastern Finance and Management, 2(1), 66–76. https://doi.org/10.1108/17538390910946276
Lam, Venkatesh Shankar, M. Krishna Erramilli Bvsan Murthy, S. Y. (2004). Customer Value, Satisfaction, An Illustration From a Loyalty, and Switching Costs: Business-to-Business Service Context. Journal of the Academy of Marketiag Science, 32(3), 293–311. https://doi.org/10.1016/0002-8703(67)90033-6
Lee, Y., & Kozar, K. A. (2008). An empirical investigation of anti-spyware software adoption: A multitheoretical perspective. Information and Management, 45(2), 109–119. https://doi.org/10.1016/j.im.2008.01.002
Mandari, Daniel Ntabagi Koloseni, Julius Macha, H. E. (2020). Continuance Usage of Mobile Banking Service Among Small and Medium Enterprises (SMEs) in Tanzania. International Journal of ICT Research in Africa and the Middle East, 9(1).
Mandari, H. E., Koloseni, D. N., & Macha, J. (2019). Continuance Usage of Mobile Banking Services Among Small and Medium Enterprises (SMEs) in Tanzania. International Journal of ICT Research in Africa and the Middle East, 9(1), 50–66. https://doi.org/10.4018/ijictrame.2020010103
Memon, Y. J., Azhar, S. M., Haque, R., & Bhutto, N. A. (2020). Religiosity as a moderator between theory of planned behavior and halal purchase intention. Journal of Islamic Marketing, 11(6), 1821–1836. https://doi.org/10.1108/JIMA-01-2019-0006
Oliver, R. L. (1980). A Cognitive Model of the Antecendents and Consequences of Sarisfaction Decisions. Journal of Islamic Marketing Research, 17(4), 460.
Oliver, R. L., & Bearden, W. O. (1985). Disconfirmation processes and consumer evaluations in product usage. Journal of Business Research, 13(3), 235–246. https://doi.org/10.1016/0148-2963(85)90029-3
Rahi, Mazuri Abd. Ghani, S. (2019). Integration of expectation confirmation theory and selfdetermination theory in internet banking continuance intention. Journal of Science and Technology Policy Management, 10(3), 533–550.
Rahi, Mazuri Abd Ghani, S. (2021). Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model. DIGITAL POLICY, REGULATION AND GOVERNANCE. https://doi.org/10.1108/DPRG-11-2020-0168
Rahi, S., & Abd.Ghani, M. (2019). Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context. International Journal of Accounting and Information Management, 27(3), 512–528. https://doi.org/10.1108/IJAIM-07-2018-0077
Ramadani, O. V., Kadir, A. R., & Sanusi, A. (2018). Analisis Pengaruh Shariah Compliance dan Assurance terhadap Kepuasan Nasabah BMT Barokatul Umah di Kabupaten Merauke. Economica: Jurnal Ekonomi Islam, 9(2), 349–375. https://doi.org/10.21580/economica.2018.9.2.2662
Rezvani, A., Khosravi, P., & Dong, L. (2017). Motivating users toward continued usage of information systems: Self-determination theory perspective. Computers in Human Behavior, 76, 263–275. https://doi.org/10.1016/j.chb.2017.07.032
Sayani, H. (2015). Customer satisfaction and loyalty in the United Arab Emirates banking industry. International Journal of Bank Marketing, 33(3), 351–375. https://doi.org/10.1108/IJBM-12-2013-0148
Sudaryono. (2017). Metodologi Penelitian. Rajawali Pers.
Sugiyono. (2015a). Metode Pendidikan Pendekatan Kuantitatif, Kualitatif dan R & D. Alfabeta.
Sugiyono. (2015b). Statistika Untuk Penelitian. Alfabeta.
Thi Ngoc Mien, N., & Phuong Thao, T. (2015). Factors Affecting Personal Financial Management Behaviors: Evidence from Vietnam Related papers Fact ors Affect ing To Personal Financial Management Behaviours Of GOVERNMENT Employe… Gayan Abeyrat hna T he Impact of Money At t it ude on Personal Financial. 10–12.
Walfajri, M. (2022). Terus Meningkat, Transaksi Digital Banking Capai Rp 8.047,1 Triliun Per Februari 2022. Kontan.Co.Id. https://keuangan.kontan.co.id/news/terus-meningkat-transaksi-digital-banking-capai-rp-80471-triliun-per-februari-2022-1
Wiyono, G. (2020). Merancang Penelitian Bisnis dengan alat analisis SPSS 25 & SmartPLS 3.2.8 (2nd ed.). UPP STIM YKPN.
Published
2022-08-08
How to Cite
Taujiharrahman, D., Mujibatun, S., & Agriyanto, R. (2022). The Combined Effect of Expectation Confirmation Model and Islamıc Theory of Consumer Behavior on Continuance Intent of M and Internet Banking Users of Islamic Banks. Annual International Conference on Islamic Economics and Business (AICIEB), 2(1), 276-287. https://doi.org/https://doi.org/10.18326/aicieb.v2i1.101
Section
ARTICLES
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