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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Main Author:	Yousuf, Muna Abdi
Format:	Thesis
Language:	English English English
Published:	2016
Subjects:	HG1706-1708 Accounting Bookkeeping
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
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id	my-uthm-ep.771
record_format	uketd_dc
spelling	my-uthm-ep.7712021-08-30T07:53:24Z Examining the role of trust in shaping customer satisfaction of mobile banking 2016-11 Yousuf, Muna Abdi HG1706-1708 Accounting. Bookkeeping 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. 2016-11 Thesis http://eprints.uthm.edu.my/771/ http://eprints.uthm.edu.my/771/1/24p%20MUNA%20ABDI%20YOUSUF.pdf text en public http://eprints.uthm.edu.my/771/2/MUNA%20ABDI%20YOUSUF%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/771/3/MUNA%20ABDI%20YOUSUF%20WATERMARK.pdf text en validuser mphil masters Universiti Tun Hussein Onn Malaysia Fakulti Pengurusan Teknologi dan Perniagaan
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	HG1706-1708 Accounting Bookkeeping
spellingShingle	HG1706-1708 Accounting Bookkeeping Yousuf, Muna Abdi Examining the role of trust in shaping customer satisfaction of mobile banking
description	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.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Yousuf, Muna Abdi
author_facet	Yousuf, Muna Abdi
author_sort	Yousuf, Muna Abdi
title	Examining the role of trust in shaping customer satisfaction of mobile banking
title_short	Examining the role of trust in shaping customer satisfaction of mobile banking
title_full	Examining the role of trust in shaping customer satisfaction of mobile banking
title_fullStr	Examining the role of trust in shaping customer satisfaction of mobile banking
title_full_unstemmed	Examining the role of trust in shaping customer satisfaction of mobile banking
title_sort	examining the role of trust in shaping customer satisfaction of mobile banking
granting_institution	Universiti Tun Hussein Onn Malaysia
granting_department	Fakulti Pengurusan Teknologi dan Perniagaan
publishDate	2016
url	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
_version_	1747830678010986496

Examining the role of trust in shaping customer satisfaction of mobile banking

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