Customer Trust and Satisfaction: Insights from Mobile Banking Sector in Bangladesh
Author (s)
Md. Abdur Rouf, Humaira Begum & Md. Asaduzzaman Babu
Abstract
The major objective of this study was to assess the level of customer satisfaction, with a specific focus on mediating role of trust on customer satisfaction. The study obtained its findings through the application of a structured equation model (SEM) using Amos version 24, based on the responses provided by a sample of 384 users of mobile banking. The research conducted revealed that there is a notable and affirmative correlation between System Quality, Information Quality, and Service Quality, and the level of trust. Trust is a mediating factor that exerts positive and significant effects on customer satisfaction. The independent variable exerts an indirect influence on customer satisfaction by means of trust. Mobile banking system has the potential to significantly contribute to the provision of financial services to individuals who lack access to traditional banking or have limited access, hence promoting financial inclusion and mitigating economic inequalities. Further research could be conducted in the same field by incorporating various mediating variables such as age, gender, occupation, and educational qualification, among others.
Keywords: Mobile banking, System quality, Information quality, Service quality, Trust, Customer satisfaction.
| Title: | Customer Trust and Satisfaction: Insights from Mobile Banking Sector in Bangladesh |
|---|---|
| Author: | Md. Abdur Rouf, Humaira Begum & Md. Asaduzzaman Babu |
| Journal Name: | International Journal of Science and Business |
| Website: | ijsab.com |
| ISSN: | ISSN 2520-4750 (Online), ISSN 2521-3040 (Print) |
| DOI: | https://doi.org/10.58970/IJSB.2339 |
| Media: | Online |
| Volume: | 34 |
| Issue: | 1 |
| Issue publication (Year): | 2024 |
| Acceptance Date: | 29/03/2024 |
| Date of Publication: | 01/04/2024 |
| PDF URL: | https://ijsab.com/wp-content/uploads/2339.pdf |
| Free download: | Available |
| Page: | 117-131 |
| First Page: | 117 |
| Last Page: | 131 |
| Paper Type: | Research paper |
| Current Status: | Published |
Cite This Article:
Md. Abdur Rouf, Humaira Begum & Md. Asaduzzaman Babu (2024). Customer Trust and Satisfaction: Insights from Mobile Banking Sector in Bangladesh. International Journal of Science and Business, 34(1), 117-131. DOI: https://doi.org/10.58970/IJSB.2339
Retrieved from https://ijsab.com/wp-content/uploads/2339.pdf
About Author (s)
Md. Abdur Rouf (Corresponding author), Associate Professor, Department of Marketing, Faculty of Business Studies, Hajee Mohammad Danesh Science and Technology University, Dinajpur-5200, Bangladesh.
Humaira Begum, Assistant Professor, Department of Finance and Banking, Faculty of Business Studies, Hajee Mohammad Danesh Science and Technology University, Dinajpur-5200, Bangladesh.
Md. Asaduzzaman Babu, Lecturer, Department of Marketing, Faculty of Business Studies, Hajee Mohammad Danesh Science and Technology University, Dinajpur-5200, Bangladesh.
DOI: https://doi.org/10.58970/IJSB.2339