Authors : Muna Abdi Yousuf and Eta Bte Wahab
Abstract: Mobile banking is the use of mobile terminals such as cell phones to conduct banking services. Since mobile banking transactions are virtual and involve spatial and temporal separation, they carry great uncertainty and risk. Thus, for customers to adapt mobile banking they need to build trust to assuage perceived risk. Owing to its important role, trust has received considerable attention in information systems research, especially in the e-commerce context such as mobile banking. Typically, trust exerts great influence on customer satisfaction. Under the relationship marketing theory, the mediating role of trust is acknowledged. Although, some researchers discussed the mediating role of trust in mobile banking satisfaction, studies that focused on the role of trust in shaping customer satisfaction in mobile banking are rare. Therefore, the objective of this study is to propose a conceptual framework examining the role of trust mediating the interrelationships of three quality factors (information, system and service qualities) with customer satisfaction in mobile banking. The target population is the users of mobile banking in Somaliland where mobile banking is currently at peak prevalence. The data collected will be analyzed by Structural Equational Model (SEM) which have numerous advantageous over conventional methods in correlating the relationships among constructs.
Muna Abdi Yousuf and Eta Bte Wahab, 2017. The Role of Trust in the Relationship between Quality Factors and Customer Satisfaction in Mobile Banking: A Conceptual Framework. The Social Sciences, 12: 712-718.