A Model For Analysing The Intention To Continue Using Digital Bank Applications: A Literature Review

Abstract

Digital banks and mobile banking apps have emerged as a result of technological advancements, which have drastically altered the way people interact with financial services. The hesitation felt when trying to use online banking apps when brick-and-mortar banks are not available highlights the critical nature of this research. The conditions that occur encourage research related to sustainable use intentions among bank customers from two generations, namely Generation X and Generation Z. This study aims to develop a research model for the use of digital bank applications. This study aims to build a research model that can analyse the differences (main discriminants) between two groups of users, namely Generation X and Generation Z using the UTAUT3 model and Technology Continuance Theory (TCT). This study was planned using a quantitative approach with a survey method involving respondents from Gen X and Gen Z who used digital bank applications for less than six months. The variables studied include income level, personal innovativeness, behavioural intention, usage behaviour, perceived usefulness, system quality, continuous use intention, and digital literacy. The findings of this study are expected to provide insights for digital bank app developers and marketers in designing more effective strategies to retain users from different generations. By understanding the differences in motivations and needs between Gen X and Gen Z, digital banks are expected to optimize user experience and increase customer loyalty in an increasingly competitive market.