The literature on mobile banking has extensively explored various mechanisms underlying service acceptance and continuation. However, there is a lack of research on how the service experience and outcomes differ between digital natives (users born after the digital age) and digital immigrants (users born before the digital age). This study aims to fill this gap by investigating how mobile banking application experience, satisfaction and continued use intention interrelationships differ between digital natives and digital immigrants. The study posits that four components of mobile banking application experience (pragmatic, ease of use, emotional and sensorial) drive continued use intention directly and indirectly through satisfaction. The hypothesized relationships are analysed using a sample of 215 digital natives and 203 digital immigrants and employing the multi-group analysis in the partial least squares structural equation modelling technique. The study finds that while pragmatic, ease of use and emotional experiences significantly predict satisfaction and continued use, the pattern of associations varies across the digital cohorts. Sensorial experience was consistently found to be insignificant. Satisfaction mediated between the experience dimensions and continued use. The findings suggest that bank managers should recognize the relevant experiences to achieve the satisfaction and continued use of the digital cohorts.

中文翻译：

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消费者移动银行应用体验的数字队列分析

有关移动银行的文献广泛探讨了服务接受和延续的各种机制。然而，目前缺乏关于数字原生代（数字时代之后出生的用户）和数字移民（数字时代之前出生的用户）之间服务体验和结果有何差异的研究。本研究旨在通过调查数字原住民和数字移民之间移动银行应用体验、满意度和持续使用意图相互关系的差异来填补这一空白。该研究认为，移动银行应用体验的四个组成部分（实用性、易用性、情感性和感官性）通过满意度直接和间接驱动持续使用意愿。使用 215 名数字原住民和 203 名数字移民的样本，并采用偏最小二乘结构方程建模技术中的多组分析，对假设的关系进行了分析。研究发现，虽然实用性、易用性和情感体验可以显着预测满意度和持续使用，但不同数字群体之间的关联模式各不相同。感官体验始终被认为是微不足道的。满意度在体验维度和持续使用之间发挥中介作用。研究结果表明，银行管理者应该认识到相关经验，以实现数字化群体的满意度和持续使用。