The Impact of Perceived Credibility and Perceived Quality on Trust and Satisfaction in Mobile Banking Context

Abstract

Despite the continuous growth on the number of users embracing mobile banking, the issues on security and privacy will remain a concern that needs unremitting attention. Both practitioners and researchers have worked together finding solutions so that the issues of security and privacy will not hinder consumers from intensifying the degree of utilizations of the mobile banking services. Researchers have developed numerous models presenting the security and privacy concern and the effect on users’ mobile banking behaviour. However, since mobile technology changes at a very rapid pace and coupled with the behavioural changes of the users, further refinement and modification of these model is seen necessary. Given this background, a study was undertaken with the aim of examining the impact of security and privacy concern on trust and satisfaction. In addition, the study is also aimed at examining the effect of perceived quality on security, privacy, trust and satisfaction. The study used a survey research methodology and a questionnaire as the data collection technique. Adopting the convenient sampling, a total of 365 usable responses were collected from mobile banking users in Malaysia. The results based on Structural Equation Modelling (SEM) analysis showed that perceived credibility, operationalised as comprising of security and privacy, are significant predictor of trust and satisfaction. In addition, it is also found that perceived quality has a significant relationship with trust and satisfaction. The finding further highlights the importance and significance of security and privacy in ensuring the success of mobile banking services.