Journal
BEHAVIOUR & INFORMATION TECHNOLOGY
Volume 28, Issue 6, Pages 549-562Publisher
TAYLOR & FRANCIS LTD
DOI: 10.1080/01449290802506562
Keywords
customer satisfaction; mobile banking; trust; moderating effect; information quality; system quality; information presentation; PLS; multi-group analysis
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Mobile banking is increasingly being used for banking service applications. However, few empirical studies have been conducted on mobile banking services. Therefore, the current study focuses on whether or not trust in mobile banking influences the relationship between customer satisfaction and perceptions of the system quality, information quality and information presentation of mobile banking. Using the partial least squares approach, the analysis reveals that information quality and system quality influence customer satisfaction, whereas information presentation does not have an effect on customer satisfaction. Moreover, the research model articulates how perceptions of the system quality, information quality and information presentation of mobile banking moderated by trust influence customer satisfaction with this type of service.
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