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Mobile Banking Customer Satisfaction and Loyalty: The Roles of Technology Readiness

Author

Listed:
  • Hien Ho

    (Department of Economics and Business Administration, Nghe An University, 51 Ly Tu Trong Street, Vinh 43000, Nghe An, Vietnam)

  • Sahng-Min Han

    (Computer Sciences Division, Gwinnett Technical College, 5150 Sugarloaf Parkway, Lawrenceville, GA 30043, USA)

  • Jinho Cha

    (Computer Sciences Division, Gwinnett Technical College, 5150 Sugarloaf Parkway, Lawrenceville, GA 30043, USA)

  • Long Pham

    (Department of Decision Sciences and Economics, College of Business, Texas A&M University-Corpus Christi, 6300 Ocean Dr., Corpus Christi, TX 78412, USA)

Abstract

This study explores the relationship between customer satisfaction and loyalty in mobile banking, emphasizing the moderating role of Technology Readiness. As mobile banking becomes increasingly central to financial service delivery, understanding the nuanced drivers of customer loyalty is essential for strategic growth. Drawing from the Technology Readiness Index, this study examines how four dimensions, optimism, innovativeness, discomfort, and insecurity, moderate the satisfaction–loyalty linkage. Data were collected via a structured survey from 258 mobile banking users in the United States, analyzed using partial least squares structural equation modeling (PLS-SEM). Results show that optimism and innovativeness positively moderate this relationship, while discomfort and insecurity act as negative moderators. Practically, this research introduces a segmented approach to mobile banking service design, underscoring the need for differentiated strategies that address varying levels of user readiness. Theoretically, this study addresses a gap in mobile banking literature by shifting the focus from adoption to sustained usage and satisfaction-based loyalty, enriching the discourse on customer behavior in digital finance.

Suggested Citation

  • Hien Ho & Sahng-Min Han & Jinho Cha & Long Pham, 2025. "Mobile Banking Customer Satisfaction and Loyalty: The Roles of Technology Readiness," JRFM, MDPI, vol. 18(7), pages 1-23, July.
    • Handle: RePEc:gam:jjrfmx:v:18:y:2025:i:7:p:403-:d:1706000
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    References listed on IDEAS

    as
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    3. Andrea Moretta Tartaglione & Ylenia Cavacece & Giuseppe Russo & Giuseppe Granata, 2019. "A Systematic Mapping Study on Customer Loyalty and Brand Management," Administrative Sciences, MDPI, vol. 9(1), pages 1-21, January.
    4. Asier Baquero, 2022. "Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management," Sustainability, MDPI, vol. 14(4), pages 1-19, February.
    5. Long Pham & Stan Williamson & Peggy Lane & Yam Limbu & Pham Thi Hoan Nguyen & Tatyana Coomer, 2020. "Technology readiness and purchase intention: role of perceived value and online satisfaction in the context of luxury hotels," International Journal of Management and Decision Making, Inderscience Enterprises Ltd, vol. 19(1), pages 91-117.
    6. Asif Mahmood & Muhammad Imran & Kamran Adil, 2023. "Modeling Individual Beliefs to Transfigure Technology Readiness into Technology Acceptance in Financial Institutions," SAGE Open, , vol. 13(1), pages 21582440221, January.
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    Cited by:

    1. M.F. Cevher & E. Onen, 2026. "Adoption of artificial intelligence-supported digital banking applications and their impact on customer loyalty," Upravlenets, Ural State University of Economics, vol. 17(1), pages 98-113, March.

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