The influences of system usability and user satisfaction on continued Internet banking services usage intention: Empirical evidence from Taiwan

Huei-Ting Tsai, Jui Lin Chien, Ming Tien Tsai

Research output: Contribution to journalArticle

26 Citations (Scopus)


This study proposes an extended technology acceptance model to investigate the effects of system usability and satisfaction on users' intention to continue using Internet banking services. Based on a survey data from 304 respondents, structural equation modeling technique was employed to validate the model. The empirical results found that users' continuance usage intention is jointly determined by perceived usefulness, perceived compatibility and satisfaction level. The hypothesized model explains 48.2 % of the variance in continuous usage intention. Results of multi-group analysis reveal that there are different concerns and priorities between skilled and less skilled users. Given that the sample of this study is collected from a particular industry in Taiwan, the generalizability of the findings may be limited. However, the comprehensiveness and representativeness of the research sample is a major strength of this study.

Original languageEnglish
Pages (from-to)137-169
Number of pages33
JournalElectronic Commerce Research
Issue number2
Publication statusPublished - 2014 Jan 1


All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance (miscellaneous)
  • Human-Computer Interaction

Cite this