TY - JOUR
T1 - Factors That Influence Customer Trust and Satisfaction in Mobile Banking
T2 - A Problematization Approach
AU - Geebren, Ahmed
AU - Jabbar, Abdul
N1 - Publisher Copyright:
Copyright © 2021, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
Copyright:
Copyright 2021 Elsevier B.V., All rights reserved.
PY - 2021/7/1
Y1 - 2021/7/1
N2 - Over the last decade, banks have significantly invested in mobile banking. While mobile banking research focuses increasingly on adoption and behavioural intention, and post-adoption behaviours such as customer satisfaction have been given little attention. This paper draws on the information system success model to look into the antecedents of trust and satisfaction in mobile banking. It adopts the problematization and the systematic literature review approaches to problematize, organise, and integrate previously published literature related to trust in mobile banking in the post-adoption stage. The paper proposes a conceptual model with five factors that influence customer trust in mobile banking: system quality, information quality, services quality, structural insurance, and task characteristics. The relationships between the independent variables and satisfaction are mediated by trust. This paper is one of the first to discuss the Delone and Mclean model within a customer trust and satisfaction framework.
AB - Over the last decade, banks have significantly invested in mobile banking. While mobile banking research focuses increasingly on adoption and behavioural intention, and post-adoption behaviours such as customer satisfaction have been given little attention. This paper draws on the information system success model to look into the antecedents of trust and satisfaction in mobile banking. It adopts the problematization and the systematic literature review approaches to problematize, organise, and integrate previously published literature related to trust in mobile banking in the post-adoption stage. The paper proposes a conceptual model with five factors that influence customer trust in mobile banking: system quality, information quality, services quality, structural insurance, and task characteristics. The relationships between the independent variables and satisfaction are mediated by trust. This paper is one of the first to discuss the Delone and Mclean model within a customer trust and satisfaction framework.
KW - Mobile banking
KW - Trust
KW - customer satisfaction
KW - Institutional-based trust
KW - problematization approach
KW - Information Systems
KW - DeLone and McLean Information System Success Model
KW - DeLone and McLean information system success model
KW - Problematization approach
KW - Information systems
KW - Interpersonal-Based trust
KW - Customer satisfaction
KW - Institutional-Based trust
UR - http://www.scopus.com/inward/record.url?scp=85107578274&partnerID=8YFLogxK
U2 - 10.4018/IJEBR.2021070105
DO - 10.4018/IJEBR.2021070105
M3 - Article
VL - 17
SP - 66
EP - 82
JO - International Journal of e-Business Research
JF - International Journal of e-Business Research
SN - 1548-1131
IS - 3
M1 - 5
ER -