Sustaining the Digital Shift: Key Determinants of fintech Continuance Intention in Malaysia’s Retail Banking Sector

Abdaljaleel, M., Barakat, M., Alsanafi, M., Salim, N. A., Abazid, H., Malaeb, D., & Sallam, M. (2024). A multinational study on the factors influencing university students’ attitudes and usage of ChatGPT. Scientific Reports, 14(1), 1983.
Abdul-Rahim, R., Jamil, H., & Basri, B. N. (2022). Fear and perceived benefit-risk influence fintech adoption during COVID-19. Journal of Asian Business Research, 9(2), 45–61.
Abed, S. S., & Alkadi, R. S. (2025). Consumer continuous use of and satisfaction with Fintech payment applications in Saudi Arabia: towards an integrated model. Journal of Financial Reporting and Accounting, 23(2), 496-517.
Addy W.A., Ofodile O.C.,Adeoye O.B.,OloladenY., (2024). Data-Driven Sustainability: How Fintech Innovations are Supporting Green Finance, March 2024. Engineering Science & Technology Journal 5(3):760-773, https://DOI:/10.51594/estj.v5i3.871
Abu-Taieh, E. M., Alhadid, I., Abu-Tayeh, S., Masa’deh, R. E., Alkhawaldeh, R. S., Khwaldeh, S., & Alrowwad, A. A. (2022). Continued intention to use of M-Banking in Jordan by integrating UTAUT, TPB, TAM and service quality with ML. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 120.
Ahmed, S., & Sur, S. (2023). Change in the uses pattern of digital banking services by Indian rural MSMEs during demonetization and Covid-19 pandemic-related restrictions. Vilakshan-XIMB Journal of Management, 20(1), 166-192.
Ajouz, M., Shehadeh, M., Issa, S., & Nawawra, H. (2025). The Moderating Role of Fintech in the Relationship Between Customer Satisfaction and Retention in the Banking Sector. International Journal of Financial Studies, 13(4), 226.
Akbari, M., Danesh, M., Moumenihelali, H., & Rezvani, A. (2023). How does Identity Theory contribute to the Continuance Use of E-learning: The mediating role of Inertia and moderating role of computer Self-efficacy. Education and Information Technologies, 28(6), 6321-6345.
Al Amin, M., Arefin, M. S., Alam, M. S., & Rasul, T. F. (2022). Understanding the predictors of rural customers’ continuance intention toward mobile banking services applications during the COVID-19 pandemic. Journal of Global Marketing, 35(4), 324-347.
Al Amin, M., Arefin, M. S., Sultana, N., Islam, M. R., Jahan, I., & Akhtar, A. (2021). Evaluating the customers' dining attitudes, e-satisfaction and continuance intention toward mobile food ordering apps (MFOAs): evidence from Bangladesh. European Journal of Management and Business Economics, 30(2), 211-229.
Alamoudi, H., Glavee-Geo, R., Alharthi, M., Doszhan, R., & Suyunchaliyeva, M. M. (2025). Exploring trust and outcome expectancy in Fintech digital payments: insights from the stimulus-organism-response model. International Journal of Bank Marketing, 43(4), 897-919.
Al-Hattami, H. M., & Almaqtari, F. A. (2023). What determines digital accounting systems’ continuance intention? An empirical investigation in SMEs. Humanities and Social Sciences Communications, 10(1), 1-13.
Alkhwaldi, A. F., Alharasis, E. E., Shehadeh, M., Abu-AlSondos, I. A., Oudat, M. S., & Bani Atta, A. A. (2022). Towards an understanding of Fintech users’ adoption: Intention and e-loyalty post-COVID-19 from a developing country perspective. Sustainability, 14(19), 12616.
Al-Okaily, A., Teoh, A. P., & Al-Okaily, M. (2023). Evaluation of data analytics-oriented business intelligence technology effectiveness: an enterprise-level analysis. Business Process Management Journal, 29(3), 777-800.
Al-Qudah, A. A., Al-Okaily, M., & Yadav, M. P. P. (2025). The growth of Fintech and blockchain technology in developing countries: UAE’s evidence. International Journal of Accounting & Information Management, 33(2), 383-406.
Al-Qudah, A. A., Al-Okaily, M., Alqudah, G., & Ghazlat, A. (2024). Mobile payment adoption in the time of the COVID-19 pandemic. Electronic Commerce Research, 24(1), 427-451.
Al-Sharafi, M. A., Al-Emran, M., Iranmanesh, M., Al-Qaysi, N., Iahad, N. A., & Arpaci, I. (2023). Understanding the impact of knowledge management factors on the sustainable use of AI-based chatbots for educational purposes using a hybrid SEM-ANN approach. Interactive Learning Environments, 31(10), 7491-7510.
Alsyouf, A., Ishak, A. K., Lutfi, A., Alhazmi, F. N., & Al-Okaily, M. (2022). The role of personality and top management support in continuance intention to use electronic health record systems among nurses. International Journal of Environmental Research and Public Health, 19(17), 11125.
Alzaydi, Z. (2024). Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector. Management & Sustainability: An Arab Review, 3(2), 132-149.
Amnas, Muhammed Basid, Murugesan Selvam, Mariappan Raja, Sakthivel Santhoshkumar, and Satyanarayana Parayitam. 2023. "Understanding the Determinants of Fintech Adoption: Integrating UTAUT2 with Trust Theoretic Model" Journal of Risk and Financial Management 16, no. 12: 505. https://doi.org/10.3390/jrfm16120505
Amnas, M. B., Selvam, M., & Parayitam, S. (2025). Unveiling Fintech adoption: an integrated approach of TAM and ES-QUAL models for assessing the impact of service quality. South Asian Journal of Marketing, 6(1), 53-69.
Amoroso, D. L., & Ackaradejruangsri, P. (2024). Going cashless in Japan: Using exchange benefit and cost approach to study continuance intention of mobile wallet. Technology in Society, 78, 102529.
An, S., Eck, T., & Yim, H. (2023). Understanding consumers’ acceptance intention to use mobile food delivery applications through an extended technology acceptance model. Sustainability, 15(1), 832.
Aprilia C., Amalia R., (2023) Perceived Security and Technology Continuance Theory: An Analysis Of Mobile Wallet Users’ Continuance Intention., March 2023 Global Business Review DOI:10.1177/09721509221145831
Awwad, B. S. (2023). Fintech adoption in Palestine: bank customers’ perspectives. In Technological sustainability and business competitive Advantage (pp. 153-167). Cham: Springer International Publishing.
Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation. Journal of Innovation and Entrepreneurship, 12(1), 22.
Bai, X., Guo, R., & Gu, X. (2024). Effect of teachers’ TPACK on their behavioral intention to use technology: Chain mediating effect of technology self-efficacy and attitude toward use. Education and Information Technologies, 29(1), 1013-1032.
Bajunaied, K., Hussin, N., & Kamarudin, S. (2023). Behavioral intention to adopt Fintech services: An extension of unified theory of acceptance and use of technology. Journal of Open Innovation: Technology, Market, and Complexity, 9(1), 100010.
Bank Negara Malaysia (2022)., Financial Sector Blueprint 2022-2026, https://www.bnm.gov.my/publications/fsb3
Bank Negara Malaysia (BNM). (2024). Report on Financial Fraud in Malaysia https://www,bnm.gov.my
Belanche, D., Casalo, L.V. and Flavian, C. (2019), “Artificial Intelligence in Fintech: understanding robo-advisors adoption among customers”, Industrial Management and Data Systems, Vol. 119 No. 7, pp. 1411-1430, https://doi:/10.1108/IMDS-08-2018-0368
Bergmann, M., Maçada, A. C. G., de Oliveira Santini, F., & Rasul, T. (2023). Continuance intention in financial technology: a framework and meta-analysis. International Journal of Bank Marketing, 41(4), 749-786.
Bhattacherjee, A. (2001).Understanding Information Systems Continuance: An Expectation-Confirmation Model1. MIS Quarterly 1 September 2001; 25 (3): 351–370. https://doi.org/10.2307/3250921
Blader, R. F. (2025, August 27). Growing security debt leaves fintech exposed. Forbes. https://www.forbes.com
Bloemer, J., & Odekerken-Schröder, G. (2007). The psychological antecedents of enduring customer relationships: An empirical study in a bank setting. Journal of Relationship Marketing, 6(1), 21-43.
Bohari, S. A., Wahab, A. A., & Abdul-Rahim, R. (2025). Navigating Fintech adoption through the role of perceived benefits and risks: the moderating role of generational cohorts. International Journal of Bank Marketing, 1-21.
Bommer, W. H., Milevoj, E., & Rana, S. (2023). A meta-analytic examination of the antecedents explaining the intention to use fintech. Industrial Management & Data Systems, 123(3), 886-909.
Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1(3), 185–216. https://doi.org/10.1177/135910457000100301
Chand, A., Liu, D., Zulfiqar, M., Ullah, M. R., & Khan, M. J. (2025). Perceived quality in Fintech services: expanding UTAUT2 and the Delone and McLean Information System Success Models. Business Process Management Journal.
Chawla, D., & Joshi, H. (2023). Role of mediator in examining the influence of antecedents of mobile wallet adoption on attitude and intention. Global Business Review, 24(4), 609-625.
Chen, A., Wang, S., Mehta, A. M., Asif, M., Xu, S., & Shahzad, M. F. (2025). Fintech adoption for ESG integration through robo advisors, personalization, and perceived trust. Scientific Reports, 15(1), 31125.
Cheng, P., OuYang, Z., & Liu, Y. (2019). Understanding bike sharing use over time by employing extended technology continuance theory. Transportation research part A: policy and practice, 124, 433-443.
Danilola, S., Odeniran, A., & Otonne, A. (2023). Fintech Loan Continuance Intention: How Far Can Self-Efficacies Go?. In State of the Art in Partial Least Squares Structural Equation Modeling (PLS-SEM) Methodological Extensions and Applications in the Social Sciences and Beyond (pp. 491-514). Cham: Springer International Publishing.
Dai, J., Zhang, X., & Wang, C. (2024). A meta-analysis of learners’ continuance intention toward online education platforms. Education and Information Technologies, 29(16), 21833-21868.
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319. https://doi.org/10.2307/249008
Devi, P., & Shunmugasundaram, V. (2025). Understanding adoption intention and perceived satisfaction of startup entrepreneurs towards Fintech services. Journal of Modelling in Management.
Dhiman, N., & Jamwal, M. (2023). Tourists’ post-adoption continuance intentions of chatbots: integrating task–technology fit model and expectation–confirmation theory. foresight, 25(2), 209-224.
Dubey, P., & Sahu, K. K. (2023). Mediation analysis of students' perceived benefits in predicting their satisfaction to technology-enhanced learning. Journal of Research in Innovative Teaching & Learning, 16(1), 82-99.
Elsaid, H. M. (2023). A review of literature directions regarding the impact of fintech firms on the banking industry. Qualitative Research in Financial Markets, 15(5), 693-711.
ElSayad, G. (2025). Online customers’ attitudes and intentions towards e-payment usage in Egypt during the COVID-19 pandemic: the serial mediation roles of perceived usefulness, perceived trust, and attitude. Journal of Science and Technology Policy Management, 16(7), 1143-1166.
Emon, M. M. H., Khan, T., Rahman, M. A., & Siam, S. A. J. (2024, September). Factors influencing the usage of artificial intelligence among Bangladeshi professionals: Mediating role of attitude towards the technology. In 2024 IEEE International Conference on Computing, Applications and Systems (COMPAS) (pp. 1-7). IEEE.
Emuron, A., van der Nest, D. P., & Coffie, C. P. K. (2024). Fintech and financial development: the role of traditional financial institutions. African Journal of Economic and Management Studies, 15(4), 704-719.
Faradis, J., & Afandi, M. Y. (2026). Continuance intention of Islamic internet-only banks: lessons learned from Indonesian users. Journal of Financial Services Marketing, 31(1), 1-15.
Felimban, R. H., & Alzahrani, L. S. (2025). Exploring the Determinants of Fintech Adoption Among University Students: A Second-Order Construct Analysis. Sustainability, 17(22), 10215.
Ferreira, A., Silva, G. M., & Dias, Á. L. (2023). Determinants of continuance intention to use mobile self-scanning applications in retail. International Journal of Quality & Reliability Management, 40(2), 455-477.
Fong D., Han F., Liu L.,Qu J.,, and Shek A., (2021), Seven Technologies Shaping the Future of Fintech., https://www.mckinsey.com/cn/our-insights/our-insights/seven-technologies-shaping-the-future-of-fintech
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 39–50.
Foroughi, B., Sitthisirinan, S., Iranmanesh, M., Nikbin, D., & Ghobakhloo, M. (2024). Determinants of travel apps continuance usage intention: extension of technology continuance theory. Current Issues in Tourism, 27(4), 619-635.
Foroughi, B., Iranmanesh, M., Kuppusamy, M., Ganesan, Y., Ghobakhloo, M., & Senali, M. G. (2023). Determinants of continuance intention to use gamification applications for task management: an extension of technology continuance theory. The Electronic Library, 41(2/3), 286-307.
Foroughi, B., Yadegaridehkordi, E., Iranmanesh, M., Sukcharoen, T., Ghobakhlo, M., & Nilashi, M. (2024). Determinants of continuance intention to use food delivery apps: findings from PLS and fsQCA. International journal of contemporary hospitality management, 36(4), 1235-1261.
Forbes, (2022), What is Fintech?, https://www.forbes.com/advisor/banking/what-is-fintech/
Forbes, (2023), Online Banks vs Traditional Banks -which is better? https://www.forbes.com/advisor/banking/online-banks-vs-traditional-banks/
Franke, G., & Sarstedt, M. (2019). Heuristics versus statistics in discriminant validity testing: a comparison of four procedures. Internet Research, 29(3), 430–447. https://doi.org/10.1108/IntR-12-2017-0515
Franque, F. B., Oliveira, T., & Tam, C. (2023). Continuance intention of mobile payment: TTF model with trust in an African context. Information Systems Frontiers, 25(2), 775-793.
Gani, M. O., Rahman, M. S., Bag, S., & Mia, M. P. (2024). Examining behavioural intention of using smart health care technology among females: dynamics of social influence and perceived usefulness. Benchmarking: An International Journal, 31(2), 330-352.
Getenet, S., Cantle, R., Redmond, P., & Albion, P. (2024). Students' digital technology attitude, literacy and self-efficacy and their effect on online learning engagement. International Journal of Educational Technology in Higher Education, 21(1), 3.
Gupta, K., Wajid, A. & Gaur, D. (2024) Determinants of continuous intention to use Fintech services: the moderating role of COVID-19. J Financ Serv Mark 29, 536–552 (2024). https://doi.org/10.1057/s41264-023-00221-z
Ha, M. T., Abdullah, A. B., & Tan, C. W. (2024). Perceived risks and post-adoption satisfaction in mobile payment usage. Journal of Financial Innovation and Continuance, 31(4), 89-107.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. https://doi.org/10.1007/s11747-011-0261-6.
Hamid, H., Khan, K. I., & Sherazia, S. K. A. (2025). Will I use it again? Impact of customer behavioural intentions on Fintech continuance under expectation confirmation theory. International Journal of Business Information Systems, 50(1), 22-47.
Hamid, N. A., Teh, W. L., & Wong, K. C. (2024). Malaysia\ Ambition to become a leader in digital economy. Journal of Economic Development, 32(1), 12-20.
Hanu, C., Dzandu, M. D., & Amegbe, H. (2024). Understanding Consumers’ Continuous use of Fintech Solutions in Emerging Economies: A Blended Theory Approach (2024). IEEE Transactions on Engineering Management, 71, 11053-11065.
Hariguna, T., Ruangkanjanases, A., Madon, B. B., & Alfawaz, K. M. (2023). Assessing determinants of continuance intention toward cryptocurrency usage: Extending expectation confirmation model with technology readiness. Sage Open, 13(1), 21582440231160439.
Hasan, M., Hoque, A., Abedin, M. Z., & Gasbarro, D. (2024). Fintech and sustainable development: A systematic thematic analysis using human-and machine-generated processing. International review of financial analysis, 95, 103473.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hiew, L. C., Lam, M. T., & Ho, S. J. (2025). Unveiling the nexus: unravelling the dynamics of financial inclusion, Fintech adoption and societal sustainability in Malaysia. Journal of Financial Reporting and Accounting, 23(2), 575-593.
Hijazi, R., Abu Daabes, A., & Al-Ajlouni, M. I. (2023). Mobile payment service quality: a new approach for continuance intention. International Journal of Quality & Reliability Management, 40(8), 2019-2038.
Hsieh, H. L., Lai, J. M., Chuang, B. K., & Tsai, C. H. (2022, October). Determinants of telehealth continuance intention: A multi-perspective framework. In Healthcare (Vol. 10, No. 10, p. 2038). MDPI.
Hu, P. J. H., Brown, S. A., Thong, J. Y., Chan, F. K., & Tam, K. Y. (2009). Determinants of service quality and continuance intention of online services: The case of eTax. Journal of the American Society for Information Science and Technology, 60(2), 292-306.
Ikhsan, R. B., Fernando, Y., Fernando, E., Gui, A., Fakhrorazi, A., & Wahyuni-TD, I. S. (2023, August). Knowledge and Perceived Security as Driven the Continuance Use of Mobile Fintech Payments. In 2023 International Conference on Information Management and Technology (ICIMTech) (pp. 24-29). IEEE.
IMF News (2020) https://www.imf.org/en/News/Articles/2020/02/27/ na022820-malaysia-a-flourishing-fintech-ecosystem.
Inan, D. I., Hidayanto, A. N., Juita, R., Soemawilaga, F. F., Melinda, F., Puspacinantya, P., & Amalia, Y. (2023). Service quality and self-determination theory towards continuance usage intention of mobile banking. Journal of Science and Technology Policy Management, 14(2), 303-328.
Islam, M. T., Talukder, M. S., Khayer, A., & Islam, A. N. (2023). Exploring continuance usage intention toward open government data technologies: An integrated approach. VINE Journal of Information and Knowledge Management Systems, 53(4), 785-807.
Jafri, J. A., Amin, S. I. M., Rahman, A. A., & Nor, S. M. (2024). A systematic literature review of the role of trust and security on fintech adoption in banking. Heliyon, 10(1), e22980. https://doi.org/10.1016/j.heliyon.2023.e22980
Jangir, K., Sharma, V., Taneja, S., & Rupeika-Apoga, R. (2022). The moderating effect of perceived risk on users’ continuance intention for Fintech services. Journal of Risk and Financial Management, 16(1), 21.
Jo, H. (2023). Tourism in the digital frontier: A study on user continuance intention in the metaverse. Information technology & tourism, 25(3), 307-330.
Kaur, S., & Arora, S. (2023). Understanding customers’ usage behavior towards online banking services: An integrated risk–benefit framework. Journal of Financial Services Marketing, 28(1), 74-98.
Khayer, A., & Bao, Y. (2019). The continuance usage intention of Alipay: Integrating context-awareness and technology continuance theory (TCT). The Bottom Line, 32(3), 211-229.
Khera, D. (2023). Investigation of students' intention and related determinants for E-Learning continuance in education after COVID-19. In The role of sustainability and artificial intelligence in education improvement (pp. 42-65). Chapman and Hall/CRC.
Khlaif, Z. N., Sanmugam, M., & Ayyoub, A. (2023). Impact of technostress on continuance intentions to use mobile technology. The Asia-Pacific Education Researcher, 32(2), 151-162.
Khudzaeva, E., Putra, S. J., Durachman, Y., & Rokhim, M. N. (2023, November). Analysis of Continuance Use Intention in BNI Mobile Banking Using The Expectation Confirmation Model (ECM). In 2023 11th International Conference on Cyber and IT Service Management (CITSM) (pp. 1-8). IEEE.
Kim, R., & Song, H. D. (2022). Examining the influence of teaching presence and task-technology fit on continuance intention to use MOOCs. The Asia-Pacific Education Researcher, 31(4), 395-408.
KPMG. (2022). The Pulse of Fintech H2'21: Global Insights on Fintech Investment Trends.
KPMG. (2023). Ransomware threats in financial institutions: A Malaysian perspective. Kuala Lumpur: KPMG Malaysia.
Kumar, A., Chowdhary, A., & Jahanpanah, Z. (2025). Analyzing Fintech Payment Services' Impact on Customer Loyalty in Hospitality: The Mediating Role of Satisfaction. In Digital Disruption in Hospitality, Sustainable Hospitality (pp. 89-114). Emerald Publishing Limited.
Kumar, A., Haldar, P., & Chaturvedi, S. (2025). Factors influencing intention to continue use of e-wallet: Mediating role of perceived usefulness. Vilakshan-XIMB Journal of Management, 22(1), 45-61.
Kumari, N., & Biswas, A. (2024). Money at my fingertips: decoding the role of referent network size and financial knowledge in reinforcing continuance intention of M-payment services. Journal of Organizational Computing and Electronic Commerce, 34(4), 267-298.
Laksamana, P., Suharyanto, S., & Cahaya, Y. F. (2023). Determining factors of continuance intention in mobile payment: fintech industry perspective. Asia Pacific Journal of Marketing and Logistics, 35(7), 1699-1718
Lee, C. T., & Pan, L. Y. (2023). Smile to pay: predicting continuous usage intention toward contactless payment services in the post-COVID-19 era. International Journal of Bank Marketing, 41(2), 312-332.
Lian, S. B., & Yoong, L. C. (2023). Customers’ satisfaction and continuance intention to adopt fintech services: Developing countries’ perspective. In M. Naved, V. A. Devi, & A. K. Gupta (Eds.), Fintech and Cryptocurrency (pp. 105–135). John Wiley & Sons and Scrivener Publishing. https://www.oreilly.com/library/view/fintech-and-cryptocurrency/9781119904816/c06.xhtml.
Liao, Y. K., Nguyen, H. L. T., Dao, T. C., Nguyen, P. T. T., & Sophea, H. (2024). The antecedents of customers’ attitude and behavioral intention of using e-banking: The moderating roles of social influence and customers’ traits. Journal of Financial Services Marketing, 29(3), 1037-1061.
Liao, C, Palvia, P., and Chen, J-L. (2009). “Information Technology Adoption Behavior Life Cycle: Toward a Technology Continuance Theory (TCT).” International Journal of Information Management. 29(4), 2009, pp. 309-320. http://www.sciencedirect.com/science/article/pii/S0268401209000292
Lim, W., Munikrishnan, U. T., Leong, C. M., Hiew, L. C., Leong, M. W., & Yang, L. (2024). Do you want a secure e-wallet? Understanding the role of risk and security in e-wallet continuance intention. Information & Computer Security, 32(3), 304-321.
Lin, R. R., & Lee, J. C. (2024). How the UTAUT motivates consumers' continuous use of green Fintech: the moderation effect of consumer social responsibility and long-term orientation. Aslib Journal of Information Management.
Liu, G., & Ma, C. (2024). Measuring EFL learners’ use of ChatGPT in informal digital learning of English based on the technology acceptance model. Innovation in Language Learning and Teaching, 18(2), 125-138.
Loh, X. M., Lee, V. H., & Leong, L. Y. (2022). Mobile-lizing continuance intention with the mobile expectation-confirmation model: An SEM-ANN-NCA approach. Expert Systems with Applications, 205, 117659.
Mainardes, E. W., Costa, P. M. F., & Nossa, S. N. (2023). Customers’ satisfaction with fintech services: Evidence from Brazil. Journal of Financial Services Marketing, 28(2), 378-395.
McKinsey, “"A retail banking strategy for a new age | McKinsey." 18 Feb. 2019, https://www.mckinsey.com/industries/financial-services/our-insights/rewriting-the-rules-in-retail-banking.
McKinsey "What is fintech (financial technology)? | McKinsey." 16 Jan. 2024, (2024) https://www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-fintech.
Minhaj, S. M., & Khan, M. A. (2025). Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction. International Journal of Business Information Systems, 49(4), 473-490.
Minh T.H. Le (2021), Examining factors that boost intention and loyalty to use Fintech post-COVID-19 lockdown as a new normal behavior, Heliyon,Volume 7, Issue 8 2021,e07821, ISSN 2405-8440 https://doi.org/10.1016/j.heliyon.2021.e07821.
Muñoz-Carril, P. C., Hernández-Sellés, N., Fuentes-Abeledo, E. J., & González-Sanmamed, M. (2021). Factors influencing students’ perceived impact of learning and satisfaction in Computer Supported Collaborative Learning. Computers & Education, 174, 104310.
Naeem, M., Jawaid, S. T., & Mustafa, S. (2025). Intention-retention phenomenon for online banking services in Pakistan: an application of technology acceptance model and expectation continuance theory. Journal of Modelling in Management, 1-50.
Nguyen, G. D., & Dao, T. H. T. (2024). Factors influencing continuance intention to use mobile banking: an extended expectation-confirmation model with moderating role of trust. Humanities and Social Sciences Communications, 11(1), 1-14.
Ni, A., & Cheung, A. (2023). Understanding secondary students’ continuance intention to adopt AI-powered intelligent tutoring system for English learning. Education and Information Technologies, 28(3), 3191-3216.
Noreen, U., Shafique, A., Ahmed, Z., & Ashfaq, M. (2023). Banking 4.0: Artificial intelligence (AI) in banking industry & consumer’s perspective. Sustainability, 15(4), 3682.
Nurlaily, F., Aini, E. K., & Asmoro, P. S. (2021). Understanding the Fintech continuance intention of Indonesian users: the moderating effect of gender. Business: Theory and Practice, 22(2), 290-298.
Obeid, A., Ibrahim, R., & Fadhil, A. (2024). Extended model of expectation confirmation model to examine users’ continuous intention toward the utilization of E-learning platforms. Ieee Access, 12, 40752-40764.
Oi R., 5 Key Fintech Trends that Will Shape Malaysia in 2024 (2024), Fintech Malaysia News., issue January 15, 2024 https://fintechnews.my/41831/various/5-key-fintech-trends-that-will-shape-malaysia-in-2024/
Ooi, S. K., Yeap, J. A., Chin, P. W., & Hu, D. (2025). Two-wave time-lagged analysis of continuance usage in robo-advisory services: a sequential mediation approach. Marketing Intelligence & Planning, 1-18.
Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Pasupuleti, R. S., & Thiyyagura, D. (2024). An empirical evidence on the continuance and recommendation intention of ChatGPT among higher education students in India: An extended technology continuance theory. Education and Information Technologies, 29(14), 17965-17985.
Pham, H. C., Duong, C. D., & Nguyen, G. K. H. (2024). What drives tourists’ continuance intention to use ChatGPT for travel services? A stimulus-organism-response perspective. Journal of Retailing and Consumer Services, 78, 103758.
Pokhrel, L., & KC, A. (2024). Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach. International Journal of Bank Marketing, 42(3), 389-413.
Prakhar, P., Jaiswal, R., Gupta, S., & Gupta, S. K. (2024). Decoding tourist perceptions and behavioral intentions to use electric vehicles for sustainable tourism with the lens of technology continuance theory. International Journal of Tourism Cities.
Purohit, S., Arora, R., & Paul, J. (2022). The bright side of online consumer behavior: Continuance intention for mobile payments. Journal of Consumer Behaviour, 21(3), 523-542.
Rahi, S., Alghizzawi, M., & Ngah, A. H. (2023). Factors influence user’s intention to continue use of e-banking during COVID-19 pandemic: the nexus between self-determination and expectation confirmation model. EuroMed Journal of Business, 18(3), 380-396.
Rahi, S., Khan, M. M., & Alghizzawi, M. (2021). Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of Internet banking user continuance intention. International Journal of Quality & Reliability Management, 38(4), 986-1004.
Ramindran, M., & Lee, H. A. (2024). Determinants of continuance usage intention of fintech services (digital banking) in Malaysia: A conceptual framework https://www.gbmrjournal.com/pdf/v16n4s/V16N4s-34.pdf
Rekha, I. S., Shetty, J., & Basri, S. (2023). Students’ continuance intention to use MOOCs: empirical evidence from India. Education and Information Technologies, 28(4), 4265-4286.
Rezaei, S., Amin, M., & Herjanto, H. (2024). Pay-per-click (PPC) advertising and continuous banking service intentions. Journal of Financial Services Marketing, 29(4), 1542-1558.
Roh, T., Yang, Y. S., Xiao, S., & Park, B. I. (2024). What makes consumers trust and adopt fintech? An empirical investigation in China. Electronic Commerce Research, 24(1), 3-35.
Ryu, H. S., & Ko, K. S. (2020). Sustainable development of Fintech: Focused on uncertainty and perceived quality issues. Sustainability, 12(18), 7669.
Sahu, A. K., Padhy, R. K., & Dhir, A. (2020). Envisioning the future of behavioral decision making: A systematic literature review of behavioral reasoning theory. Australasian Marketing Journal (AMJ), 28(4),145-159 https://DOI:10.1016/j.ausmj.2020.05.001.
Sait, M. A., Ali, M. A., Almunawar, M. N., & Haji Masri, H. M. (2024). Understanding factors to digital wallet discontinuance intention among past users: an exploratory study. Journal of Science and Technology Policy Management.
Savitha, B., Hawaldar, I. T., & Kumar, N. (2022). Continuance intentions to use Fintech peer-to-peer payments apps in India. Heliyon, 8(11).
Schrotenboer, D.W. (2019). The Impact of Artificial Intelligence along the Customer Journey: A Systematic Literature, University of Twente, available at: http://purl.utwente.nl/ essays/78520.
Seridaran, S., Sithamparam, A. G., Falahat, M., & Ekmekcio?lu, Ö. (2024). Determinants of continuance usage intentions: the mediating role of satisfaction and trust in branded mobile applications among Malaysians. Cogent Business & Management, 11(1), 2402082.
Shah, C. S., Mathur, S., & Vishnoi, S. K. (2023, December). Continuance intention of ChatGPT use by students. In International Working Conference on Transfer and Diffusion of IT (pp. 159-175). Cham: Springer Nature Switzerland.
Shahzad, A., Zahrullail, N., Akbar, A., Mohelska, H., & Hussain, A. (2022). COVID-19’s Impact on fintech adoption: Behavioral intention to use the financial portal. Journal of Risk and Financial Management, 15(10), 428.
Shao, C., Nah, S., Makady, H., & McNealy, J. (2025). Understanding user attitudes towards AI-enabled technologies: An integrated model of Self-Efficacy, TAM, and AI Ethics. International Journal of Human–Computer Interaction, 41(5), 3053-3065.
Sharma, S., Islam, N., Singh, G., & Dhir, A. (2022). Why do retail customers adopt artificial intelligence (AI) based autonomous decision-making systems?. IEEE Transactions on Engineering Management, 71, 1846-1861.
Sharma, T. G., Hamari, J., Kesharwani, A., & Tak, P. (2022). Understanding continuance intention to play online games: roles of self-expressiveness, self-congruity, self-efficacy, and perceived risk. Behaviour & Information Technology, 41(2), 348-364.
Si, H., Duan, X., Cheng, L., & Zhang, Z. (2022). Determinants of consumers’ continuance intention to use dynamic ride-sharing services. Transportation Research Part D: Transport and Environment, 104, 103201.
Song, H. G., & Jo, H. (2023). Understanding the continuance intention of omnichannel: Combining TAM and TPB. Sustainability, 15(4), 3039.
Tan, P. S. H., Seow, A. N., Choong, Y. O., Tan, C. H., Lam, S. Y., & Choong, C. K. (2024). University students perceived service quality and attitude towards hybrid learning: ease of use and usefulness as mediators. Journal of Applied Research in Higher Education, 16(5), 1500-1514.
Tian, Y., Chan, T. J., Suki, N. M., & Kasim, M. A. (2023). Moderating role of perceived trust and perceived service quality on consumers’ use behavior of alipay e?wallet system: The perspectives of technology acceptance model and theory of planned behavior. Human Behavior and Emerging Technologies, 2023(1), 5276406.
Tiwari, C. K., Bhat, M. A., Khan, S. T., Subramaniam, R., & Khan, M. A. I. (2024). What drives students toward ChatGPT? An investigation of the factors influencing adoption and usage of ChatGPT. Interactive Technology and Smart Education, 21(3), 333-355.
Tseng, C. H., & Koy, R. M. (2025). How to enter the fintech industry in Southeast Asia: The choice between alliance and acquisition. Asia Pacific Management Review, 30(2), 100353.
Vardari, L., & Hameli, K. (2025). Perceived benefits, trust and social influence in Fintech: pathways to adoption and satisfaction in a developing economy. Global Knowledge, Memory and Communication.
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157-178.
Wu, C., Zhou, Y., Wang, R., Huang, S., & Yuan, Q. (2022). Understanding the mechanism between IT identity, IT mindfulness and mobile health technology continuance intention: an extended expectation confirmation model. Technological Forecasting and Social Change, 176, 121449.
Xia, H., Lu, D., Lin, B., Nord, J. H., & Zhang, J. Z. (2023). Trust in Fintech: Risk, governance, and continuance intention. Journal of Computer Information Systems, 63(3), 648-662.
Xie, Y., Boudouaia, A., Xu, J., AL-Qadri, A. H., Khattala, A., Li, Y., & Aung, Y. M. (2023). A study on teachers’ continuance intention to use technology in English instruction in western China junior secondary schools. Sustainability, 15(5), 4307.
Yan, C., Siddik, A. B., Akter, N., & Dong, Q. (2023). Factors influencing the adoption intention of using mobile financial service during the COVID-19 pandemic: the role of Fintech. Environmental Science and Pollution Research, 30(22), 61271-61289.
Zulaikha, S., & Faricha, A. (2025). The continuance intention to use Islamic digital bank: the extended theory of expectation confirmation model. Journal of Islamic Marketing.

Gusti, M. A. S. B. A., & Zadeh, A. V. (2026). Sustaining the Digital Shift: Key Determinants of fintech Continuance Intention in Malaysia’s Retail Banking Sector. International Journal of Academic Research in Business and Social Sciences, 16(8), 396–436.

Copyright: © 2026 The Author(s)
Published by Knowledge Words Publications (www.kwpublications.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode