Abstract

Many businesses now interact with their customers through m-banking solutions. Mobile banking is a term used to describe a popular technique for giving users accessible, local banking alternatives. Mobile banking has been covered in a number of articles due to its significance to both banks and clients. Given that this paper is descriptive and offers an assessment of the present, the data was collected using a survey that included a range of important characteristics of the chosen population.

This study seeks to close the knowledge gap on the association between current mobile banking app features and its impact towards continuous app utilization and loyalty, particularly Malaysian public. Users’ decisions to switch to mobile banking app are influenced by
a number of factors, including their level of “emotional connection,”(EC) “transaction pleasure,”(TP) ” ease of use,”(EU) “trustworthiness,”(T) “service, system, and information  quality,” (SSIQ) “banking reliance,” (BR). The hypothesis is divided into its fundamental components, and the link between all of these aspects is determined as part of the investigation into the model.

The level of pleasure experienced with newly suggested app feature enhancements by customers will serve as the mediator to achieve continuous utilization and loyalty. Quantitative method is being focus on this study with the Statistical Package for the Social Sciences (SPSS) software are used to carry out a straightforward linear regression procedure. It is learned in this study that the variables have strong relevance in retaining utilization, loyalty and customer retention to remain competitive in mobile banking app and in banking industry specifically. Customer satisfaction fundamentals in this study are highly influence customers for a decision making to continue utilize and remain loyal with an enhance app features existence as a mediator with a significant outcome.

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