Exploring Generation Z’s Continuance Intention Toward Digital Banking in Malaysia: An Integrated Behavioral Reasoning and Expectation Confirmation Perspective (OpenAlex (recherche mondiale))

Summary

• The study analyzed data from an online survey of 355 university students aged 15–25 with prior digital banking experience in Malaysia.p.2
• Reasons for Adoption (RFA) significantly influenced continuance intention positively (β = 0.270, t = 3.410, p = 0.001).p.20
• The research model explained a substantial portion of variance in continuance intention, reaching R² = 0.693.p.19

Key insights

1. Digital financial literacy is the primary driver of continuance intention among Gen Z digital bank users in Malaysia.p.2
2. Customer satisfaction significantly drives long-term customer retention for licensed digital banks.p.2
3. Reasons for adoption remain influential post-adoption, providing ongoing motivation to maintain digital bank usage.p.2
4. Perceived usefulness fails to exert a significant direct influence on continuance intention when evaluated alongside reasons for adoption and digital financial literacy.p.19
5. Pre-adoption barriers such as risk, traditional, image, and usage barriers become non-significant factors once young users have adopted digital banking.p.21
6. Digital financial literacy demonstrated a medium effect size of f² = 0.174 on continuance intention, surpassing all other predictors.p.19