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Effect of trust level on mobile banking satisfaction: a multi-group analysis of information system success instruments

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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.

Keywords: PLS; customer satisfaction; information presentation; information quality; mobile banking; moderating effect; multi-group analysis; system quality; trust

Document Type: Research Article


Affiliations: 1: Division of Business Administration, Chungju National University, Chungju, Korea 2: Department of Business Administration, Daegu University, Korea

Publication date: 2009-11-01

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