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

被引：97
作者：
Chung, Namho [2 ]
Kwon, Soon Jae [1 ]
机构：
[1] Daegu Univ, Dept Business Adm, Taegu, South Korea
[2] Chungju Natl Univ, Div Business Adm, Chungju, South Korea
来源：
BEHAVIOUR & INFORMATION TECHNOLOGY | 2009年 / 28卷 / 06期
关键词：
customer satisfaction; mobile banking; trust; moderating effect; information quality; system quality; information presentation; PLS; multi-group analysis; USER SATISFACTION; CUSTOMER SATISFACTION; ONLINE TRUST; MIS SUCCESS; WEB SITE; COMMITMENT; USAGE; EXPECTATION; PERCEPTIONS; SERVICES;
D O I：
10.1080/01449290802506562
中图分类号：
TP3 [计算技术、计算机技术];
学科分类号：
0812 ;
摘要：
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.
引用
收藏
页码：549 / 562
页数：14
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