IDEAS home Printed from https://ideas.repec.org/a/spt/admaec/v16y2026i6f16_6_1.html

Analysis of Mobile Banking Customer Trust and Satisfaction in East Java, Indonesia

Author

Listed:
  • Cheng-Wen Lee
  • Yu-Ting Jhou
  • Moch Bisyri Effendi

Abstract

This study examines the relationships between system quality, information quality, and service quality, and their effects on trust and user satisfaction in the mobile banking context. Grounded in the DeLone and McLean Information Systems Success Model, the study positions trust as a mediating mechanism linking quality perceptions to satisfaction. The findings indicate that all three quality dimensions positively and significantly influence trust, with service quality emerging as the strongest predictor. Trust also exerts a significant positive effect on user satisfaction and mediates the relationships between system quality, information quality, service quality, and satisfaction, emphasizing its critical role in converting quality perceptions into favorable user evaluations. These findings reinforce the applicability of the DeLone and McLean model in digital financial services and highlight the importance of trust in enhancing customer satisfaction. However, the study is limited by its cross-sectional design, reliance on self-reported measures, and restricted sample representativeness. Future research should employ longitudinal designs, broader sampling strategies, and additional variables, including perceived risk, perceived security, and user experience, to improve the robustness and generalizability of the findings. JEL classification numbers: G21, M15, L86.

Suggested Citation

  • Cheng-Wen Lee & Yu-Ting Jhou & Moch Bisyri Effendi, 2026. "Analysis of Mobile Banking Customer Trust and Satisfaction in East Java, Indonesia," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 16(6), pages 1-1.
    • Handle: RePEc:spt:admaec:v:16:y:2026:i:6:f:16_6_1
    as

    Download full text from publisher

    File URL: http://www.scienpress.com/Upload/AMAE%2fVol%2016_6_1.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Huang, Qiuhong & Heuvelink, Gerard B.M. & Berghuijs, Herman N.C. & Schut, Antonius G.T. & Leenaars, Johan G.B. & de Wit, Allard J.W. & He, Ping, 2026. "What drives the potato yield gap in China?," Agricultural Systems, Elsevier, vol. 236(C).
    2. Seongho Kim & Hyuk-Jun Kwon & Hyeob Kim, 2023. "Mobile Banking Service Design Attributes for the Sustainability of Internet-Only Banks: A Case Study of KakaoBank," Sustainability, MDPI, vol. 15(8), pages 1-17, April.
    3. Zuhairah Hasan & Muhammad Farhan Mohammad Asri & Siti Norashikin Bashirun & Nurul Ain Mustakim, 2024. "Re-visiting the E-SERVQUAL and Expectancy Disconfirmation Theory in the Context of the Service Industry in Malaysia," Information Management and Business Review, AMH International, vol. 16(3), pages 981-993.
    4. Dominik Sondern & Guido Hertel, 2024. "Revisiting the classic ABI model of trustworthiness: interactive effects of trustworthiness components on trust in mixed-motive social exchange contexts," Journal of Trust Research, Taylor & Francis Journals, vol. 14(2), pages 213-236, July.
    5. Ahmed Geebren & Abdul Jabbar, 2021. "Factors That Influence Customer Trust and Satisfaction in Mobile Banking: A Problematization Approach," International Journal of E-Business Research (IJEBR), IGI Global Scientific Publishing, vol. 17(3), pages 1-17, July.
    6. Baljinder Kaur & Sood Kiran & Simon Grima & Ramona Rupeika-Apoga, 2021. "Digital Banking in Northern India: The Risks on Customer Satisfaction," Risks, MDPI, vol. 9(11), pages 1-18, November.
    7. Duong Luu Thi Thuy & Uyen Nguyen Thi & Quyen Vo Hanh & Nguyet Nguyen Thi My, 2024. "Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance," Cogent Business & Management, Taylor & Francis Journals, vol. 11(1), pages 2338925-233, December.
    8. repec:igg:jebr00:v:17:y:2021:i:3:p:66-82 is not listed on IDEAS
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jabbar, Abdul & Geebren, Ahmed & Hussain, Zahid & Dani, Samir & Ul-Durar, Shajara, 2023. "Investigating individual privacy within CBDC: A privacy calculus perspective," Research in International Business and Finance, Elsevier, vol. 64(C).
    2. Ramya Tauh & Savitha Basri, 2025. "Interactional Value Formation in Digital Banking: Exploring Key Precursors and the Role of Customer Emotional Intelligence," SAGE Open, , vol. 15(4), pages 21582440251, November.
    3. Freddy Marilahimbilu Mgiba & Thozama Mxotwa, 2024. "Communicating Banking Cyber-security Measures, Customer Ethical Concerns, Experience, and Loyalty Intentions: A Developing Economy’s Perspective," International Review of Management and Marketing, International Review of Management and Marketing, vol. 14(3), pages 123-135, May.
    4. Thiago Hideki Barros Miada & Lucas Rodrigues Deliberador, 2026. "Service quality drivers of customer satisfaction in mobile banking apps: evidence from an emerging market," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 31(3), pages 1-20, September.
    5. Anindita Almira Luthfi & Sri Rahayu Hijrah Hati, 2025. "Determinants of Sharia digital gold investment intention among Jabodetabek Muslim youth," Asian Journal of Islamic Management (AJIM), Center for Islamic Economics and Development Studies [P3EI], vol. 7(1), pages 41-57.
    6. Faraz Ahmed & Arsalan Hussain & Sajjad Nawaz Khan & Arsalan Haneef Malik & Muhammad Asim & Sadique Ahmad & Mohammed El-Affendi, 2024. "Digital Risk and Financial Inclusion: Balance between Auxiliary Innovation and Protecting Digital Banking Customers," Risks, MDPI, vol. 12(8), pages 1-21, August.
    7. Khan, Md. Rahat & Pervin, Most. Tahura & Arif, Md. Zahir Uddin & Hossain, S.M. Khaled, 2024. "The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service," Innovation and Green Development, Elsevier, vol. 3(2).
    8. (corresponding author) Afnaan Ahmed & S.M. Raihan Uddin & S.M. Rifat Hassan, 2022. "Factors Affecting Consumer Behaviour In Mobile Financial Services In Bangladesh," Asia-Pacific Sustainable Development Journal, United Nations Economic and Social Commission for Asia and the Pacific (ESCAP), vol. 29(1), pages 143-167, May.
    9. Ruchika Jain & Satinder Kumar & Kiran Sood & Simon Grima & Ramona Rupeika-Apoga, 2023. "A Systematic Literature Review of the Risk Landscape in Fintech," Risks, MDPI, vol. 11(2), pages 1-15, February.
    10. Jauhar Faradis & Mukhamad Yazid Afandi, 2026. "Continuance intention of Islamic internet-only banks: lessons learned from Indonesian users," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 31(1), pages 1-15, March.
    11. Syed Aamir Aijaz & Grima Simon & Sood Kiran, 2024. "Assessing the Role of the Fintech Era on the Banking Stability of an Emerging Economy: Interaction Analysis of the Indian Banking Industry," Folia Oeconomica Stetinensia, Paradigm, vol. 24(1), pages 182-202.
    12. Marcela Marçal Alves Pinto Mick & João Luiz Kovaleski & Daiane Maria de Genaro Chiroli, 2024. "Sustainable Digital Transformation Roadmaps for SMEs: A Systematic Literature Review," Sustainability, MDPI, vol. 16(19), pages 1-24, October.
    13. Mukul Bhatnagar & Ercan Özen & Sanjay Taneja & Simon Grima & Ramona Rupeika-Apoga, 2022. "The Dynamic Connectedness between Risk and Return in the Fintech Market of India: Evidence Using the GARCH-M Approach," Risks, MDPI, vol. 10(11), pages 1-16, November.
    14. Md. Abdul Bashir & Md. Alaul Haque & Aidin Salamzadeh & Md. Mizanur Rahman, 2023. "Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?," FinTech, MDPI, vol. 2(3), pages 1-11, September.
    15. Joanna Stawska & Ramona Rupeika-Apoga & Maciej Malaczewski & Iwona Dorota Czechowska & Fatima Sol Murta, 2022. "Financialization: curse or salvation? The case of Latvia, a small and post-transition economy," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(3), pages 173-197, March.
    16. Luiz Antonio Bueno & Tiago F. A. C. Sigahi & Rosley Anholon, 2023. "Digital Banks in Brazil: Struggling to Reach the Breakeven Point or a New Evolution Wave?," FinTech, MDPI, vol. 2(3), pages 1-14, June.
    17. repec:bcp:journl:v:9:y:2025:issue-9:p:2212-2220 is not listed on IDEAS
    18. Iwona Czechowska & Marta Paduszyńska, 2026. "Satisfaction and Trust in Banks on the Housing Loan Market," Contemporary Economics, Vizja University, vol. 20(1), March.
    19. Swaraj S. Bharti & Kanika Prasad & Shwati Sudha & Vineeta Kumari, 2023. "Customer acceptability towards AI-enabled digital banking: a PLS-SEM approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 779-793, December.
    20. More Matlakala & Kagiso Tsatsimpe, 2025. "Technology readiness and demographic drivers: Understanding mobile commerce adoption patterns in South Africa’s digital economy," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 7(5), pages 294-303, December.
    21. Fathimath Thasleena Kappil & P. Santhi, 2025. "Navigating the digital wave: an in-depth analysis of service quality and user satisfaction in e-banking," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-11, December.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spt:admaec:v:16:y:2026:i:6:f:16_6_1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Eleftherios Spyromitros-Xioufis (email available below). General contact details of provider: http://www.scienpress.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.