Advances in Management and Applied Economics

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

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• 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.

  Keywords: Trust, Satisfaction, M-Banking, Indonesia.