Discontinuance usage of mobile banking application has been a great concern for banks. Yet, little attention in existing literature is directed toward understanding the underlying reasons why some customers stop using or rarely use mobile banking. Meanwhile, banking research shows that mobile banking is a highly welcomed innovation which has received substantial investment and has numerous benefits. This study argues that customers, in the quest to fulfilling their control beliefs, perceptions of social expectations, and attitudinal perceptions, tend to discontinue using mobile banking. Moreover, their intrinsic needs for stimulation through exploratory behaviors on mobile banking application determine the degree of fulfilling these beliefs and perceptions, leading to Mobile Banking Discontinuance Usage Intentions (DUI). The study adopts the Theory of Planned Behavior (TPB) with respect to discontinuance and the Optimum Stimulation Level (OSL) theory for the investigation. Covariance-based structural equation modeling technique is applied using web-based survey data, collected from 628 bank customers between April 2022 and June 2022 in a Far East Emerging Market. The results show that TPB predictors have positive significant relationships with DUI. Moreover, significant and non-significant moderating impacts of OSL on these relationships are revealed through the lenses of high and low OSL customers. Specifically, increased perceived behavioral control leads to stronger DUI among high OSL customers, increased subjective norms lead to stronger DUI for both high and low OSL customers, and unfavorable attitude toward mobile banking positively influences DUI regardless of customers’ OSL. The empirical findings offer key theoretical contributions and relevant practical implications for overcoming the dilemma confronting this technology, revamping mobile banking, and management of a range of major mobile financial services.

手机银行应用程序的停止使用一直是银行非常关注的问题。然而，现有文献很少关注理解一些客户停止使用或很少使用移动银行的根本原因。同时，银行业研究表明，手机银行是一项备受欢迎的创新，已获得大量投资并带来众多好处。这项研究认为，为了实现他们的控制信念、社会期望认知和态度认知，客户倾向于停止使用手机银行。此外，他们对手机银行应用探索行为刺激的内在需求决定了这些信念和感知的实现程度，从而导致手机银行停止使用意图（DUI）。该研究采用关于中断的计划行为理论（TPB）和最佳刺激水平（OSL）理论进行调查。基于协方差的结构方程建模技术采用基于网络的调查数据，这些数据是在 2022 年 4 月至 2022 年 6 月期间从远东新兴市场的 628 家银行客户收集的。结果表明，TPB 预测因子与 DUI 呈显着正相关。此外，OSL 对这些关系的显着和非显着调节影响通过高和低 OSL 客户的视角来揭示。具体而言，感知行为控制的增强导致高 OSL 客户的酒后驾车风险增加，主观规范的增加导致高 OSL 客户和低 OSL 客户的酒后驾车风险增强，而无论客户的 OSL 为何，对移动银行的不利态度都会对 DUI 产生积极影响。实证研究结果为克服该技术面临的困境、改进移动银行以及一系列主要移动金融服务的管理提供了关键的理论贡献和相关的实践意义。