TY  - JOUR
T1  - The Role of Trust in the Relationship between Quality Factors and Customer
Satisfaction in Mobile Banking: A Conceptual Framework
AU - Yousuf, Muna Abdi AU - Wahab, Eta Bte 
JO  - The Social Sciences
VL  - 12
IS  - 4
SP  - 712
EP  - 718
PY  - 2017
DA  - 2001/08/19
SN  - 1818-5800
DO  - sscience.2017.712.718
UR  - https://makhillpublications.co/view-article.php?doi=sscience.2017.712.718
KW  - Mobile banking
KW  -trust
KW  -quality factors
KW  -customer satisfaction
KW  -mediation
KW  -SEM
AB  - Mobile banking is the use of mobile terminals such as cell phones to conduct banking services. Since
mobile banking transactions are virtual and involve spatial and temporal separation, they carry great uncertainty
and risk. Thus, for customers to adapt mobile banking they need to build trust to assuage perceived risk. Owing
to its important role, trust has received considerable attention in information systems research, especially in
the e-commerce context such as mobile banking. Typically, trust exerts great influence on customer satisfaction.
Under the relationship marketing theory, the mediating role of trust is acknowledged. Although, some
researchers discussed the mediating role of trust in mobile banking satisfaction, studies that focused on the
role of trust in shaping customer satisfaction in mobile banking are rare. Therefore, the objective of this study
is to propose a conceptual framework examining the role of trust mediating the interrelationships of three quality
factors (information, system and service qualities) with customer satisfaction in mobile banking. The target
population is the users of mobile banking in Somaliland where mobile banking is currently at peak prevalence.
The data collected will be analyzed by Structural Equational Model (SEM) which have numerous advantageous
over conventional methods in correlating the relationships among constructs.
ER  -