Factors That Influence Customer Trust and Satisfaction in Mobile Banking: A Problematization Approach

Ahmed Geebren, Abdul Jabbar

Research output: Contribution to journalArticlepeer-review

Abstract

Over the last decade, banks have significantly invested in mobile banking. While mobile banking research focuses increasingly on adoption and behavioural intention, 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.
Original languageEnglish
Article number5
JournalInternational Journal of e-Business Research
Volume17
Issue number3
Publication statusAccepted/In press - 25 Feb 2021

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