Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services

摘要

Consumer satisfaction has been widely accepted as a key measure of continuous use and success within the information systems, e-commerce and mobile banking literature. We aim to build on this work by investigating customer satisfaction in relational to the utilisation of e-banking services within mobile eco-systems, specifically in a developing country. This involved investigating the mechanism of customer satisfaction enhancement in mobile banking, focusing on the mediating role of trust. In order to achieve this, we utilise structural equation modelling with partial least squares (PLS-SEM) to analyse the data of 659 responses. Our findings reveal that trust has a significant positive impact on customer satisfaction, we also find that trust fully mediates the relationships between service quality, structural assurance, and customer satisfaction. In addition to this we also find that trust partially mediates the relationships between system quality, information quality, task characteristics, and customer satisfaction. This paper has been crucial in shedding new light on the impact of trust in the mobile banking post-adoption behaviours, which we argue provides valuable insights into the factors which indirectly affect customer satisfaction in mobile banking through trust.