Factors Influencing Customer Adoption of Digital Banking Services in Timorleste: Evidence From Banco Nacional De Comércio De Timor Leste (BNCTL) S.A

This research investigates the determinants of customers' continuance intention to use digital banking services in Timor-Leste, using evidence from Banco Nacional de Comércio de Timor-Leste (BNCTL). The study employs a quantitative research approach, utilizing a structured questionnaire to collect data from 349 BNCTL customers who have experience with its digital banking services. Data analysis was performed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software to test the hypothesized relationships within an extended Technology Acceptance Model (TAM) framework. The findings reveal that customers continue using digital banking mainly because the services are easy to use and useful. When digital banking systems are simple and efficient, customers perceive greater value and are more willing to keep using them. Beyond these core TAM constructs, financial literacy and user satisfaction significantly help customers use digital banking more easily, while trust increases the perceived benefits of the service. Infrastructure quality also plays a key role, as stable access and reliable system availability directly encourage continued usage and moderate the relationship between perceived usefulness and continuance intention. In contrast, digital literacy, social influence, and perceived security were found not to significantly affect continued usage in this specific context. Overall, the findings suggest that BNCTL should focus on improving system usability, maintaining reliable and consistent digital services, strengthening customer trust, and expanding financial literacy programs to support long-term digital banking usage in Timor-Leste.