Asia Pacific Journal of Information Systems (APJIS)

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Past Issue

Date	March 2024
Vol. No.	Vol. 34 No. 1
DOI	https://doi.org/10.14329/apjis.2024.34.1.114
Page	114~149
Title	Examining Customers’ Intention of Continued Use and Cross-Buying on Internet-Only Banks
Author	Annie Tsui, Kyung Young Lee, Paola Gonzalez, Bo Yu
Keyword	Internet-only Banks (IOB), Post-Acceptance Model of IS Continuance, Cross-Buying, Trust, and Personal Innovativeness
Abstract	Internet-only banks (IOB) refer to financial institutions which provide services entirely through online digital platforms without physical branches. Although IOBs have been around for over 26 years, there is still room for investigating what factors motivate customers to use them continuously and extensively. Therefore, this study aims to examine what factors lead to customers’ intention of continued use and cross-buying on IOBs by extending the Post-Acceptance Model of IS Continuance (PAMISC). The result shows that perceived economic benefit and ongoing trust have significant relationships with the intention of continued use and that ongoing trust has significant direct and mediating (via intention of continued use) relationships with the intention of cross-buying. Also, personal innovativeness positively moderates the relationship between ongoing trust and the intention of cross-buying. This study sheds light on the literature on branchless financial services and PAMISC. IOB practitioners should revisit the effectiveness of customers’ economic benefits to establish ongoing trust with customers.