Examining the role of trust in shaping customer satisfaction of mobile banking
Mobile banking is the latest technology offered by service providers that allows customers to conduct banking transactions via mobile terminals. Mobile banking like other online transactions involve great uncertainty and risk, thus, customers need to build trust to alleviate perceived risk and fa...
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/771/1/24p%20MUNA%20ABDI%20YOUSUF.pdf http://eprints.uthm.edu.my/771/2/MUNA%20ABDI%20YOUSUF%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/771/3/MUNA%20ABDI%20YOUSUF%20WATERMARK.pdf http://eprints.uthm.edu.my/771/ |
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| Summary: | Mobile banking is the latest technology offered by service providers that allows
customers to conduct banking transactions via mobile terminals. Mobile banking like
other online transactions involve great uncertainty and risk, thus, customers need to
build trust to alleviate perceived risk and facilitate their transactions. Owing to its
significant role, trust has received considerable attention in information systems (IS)
research, especially in the e-commerce context. However, little research has been done
on the success of this technology, especially when investigating customer satisfaction.
In this study, some modifications to the DeLone and McLean Model (2003) of IS
Success are proposed whereby the model may be applicable to post adoption customer
satisfaction. The target population is the users of mobile banking in Somaliland where
mobile banking is at peak prevalence. Quantitative research method is deemed to be
the suitable way of study. Partial Least Square (PLS) is the research instrument used
to examine the role of trust in mediating the effects of independent variables on
customer satisfaction. The findings suggest that quality factors and structural
assurance have significant direct effect on both trust and customer satisfaction.
Meanwhile, company reputation positively affects trust but not customer satisfaction.
Trust is also shown to fully mediate the interrelationships of information quality,
system quality and company reputation on customer satisfaction. Theoretical
contributions of the findings are discussed and suggestions for future research are
presented. |
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