Sustaining the Digital Shift: Key Determinants of fintech Continuance Intention in Malaysia’s Retail Banking Sector

HRMARS - The rapid evolution of financial technology (fintech) has reshaped the global banking landscape, offering customers unprecedented convenience, personalization, and efficiency. In Malaysia, fintech adoption has accelerated, particularly within retail banking, where mobile applications and digital platforms have become integral to daily financial transactions. Yet, despite high initial adoption rates, sustaining customer engagement remains a challenge. This study investigates the determinants of fintech continuance intention among Malaysian retail banking customers, applying and extending Technology Continuance Theory (TCT). An online survey of 447 respondents of active fintech users was analysed using Partial Least Squares Structural Equation Modelling (PLS SEM). Results demonstrate that service quality, perceived benefits, confirmation, and perceived usefulness significantly enhance satisfaction; While trust, self efficacy and social influence foster positive attitudes toward fintech. Satisfaction and attitude strongly predict continuance intention. Interestingly, perceived usefulness does not directly influence continuance intention, and ease of use exerts no significant effect on attitude, suggesting that mature fintech users prioritize psychosocial and experiential factors over functional ease. This study extends TCT by incorporating psychosocial antecedents, offering theoretical contributions to post adoption technology research and practical guidance for banks and policymakers seeking to sustain digital engagement.