Digital banking: Understanding the continuous intention of use

Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRMDigital banking is growing as the banking sector renews his strategies and knows the importance of technologies to respond to customers’ expectations. Thus, financial services are facing a revolution with the introduction of fully digital banks. This study aims to identify the factors that lead to continuance intention of use of this service, using a combination of the expectation confirmation model (ECM) with service quality, trust, and perceived cost. A questionnaire considering people that already know and use the service was conducted to collect data to the analysis. The results support our hypotheses and suggest a strong and reliable model. In addition to theoretical and methodological contributions, the present study may also be helpful for banks to improve and adopt new strategies capable to enhance customers satisfaction and keep them engaged