모바일 뱅킹 이용 관성이 재이용 의도에 미치는 영향: 인지적 부담 감소를 중심으로

Abstract

Mobile banking is now widely used in everyday financial life, but continued use is not explained well enough by service quality or satisfaction alone. This study examines continuance intention from the perspective of usage inertia which develops as users repeatedly rely on the same service over time. In this study, usage inertia is examined through three perceptions: financial stability after use, switching burden, and the recognition of a main banking service. The study also considers whether this tendency works through cognitive changes. More specifically, it examines whether users experience less cognitive burden when making financial decisions and whether they feel less need to keep checking and monitoring financial matters. Survey data collected from mobile banking users were analyzed with structural equation modeling. The results show that post-use financial stability significantly reduced both decision-making effort and cognitive monitoring burden. However, neither factor significantly mediated continuance intention. By contrast, an exploratory analysis revealed that main banking service perception had a strong direct effect on continuance intention (β = .838). Overall, the findings suggest that continued use of mobile banking is primarily driven by the perception of a service as the main banking service, rather than by reduced cognitive burden alone.