Title: Satisfaction of mobile banking customers in Indonesia

Authors: Savina Dinda Ramadhanty; Taufik Faturohman

Addresses: School of Business and Management, Institut Teknologi Bandung, Jalan Ganesha No. 10, Lebak Siliwangi, Coblong, Bandung, West Java, 40132, Indonesia ' School of Business and Management, Institut Teknologi Bandung, Jalan Ganesha No. 10, Lebak Siliwangi, Coblong, Bandung, West Java, 40132, Indonesia

Abstract: The banking industry has grown rapidly to meet the dynamics of the world economic system. This results in changes in the transactional behaviour of mobile banking customers. Previous studies focused more on the behavioural intentions that influence people to adopt mobile banking. Therefore, this study focuses on the post-adoption behaviour, such as customer satisfaction. More specifically, it focuses on the relationship between trust and customer satisfaction and trust as the mediating variable. According to the findings, banks that are considered trustworthy by their customers usually have satisfactory mobile banking.

Keywords: customer satisfaction; trust; mobile banking; Indonesia.

DOI: 10.1504/IJEPEE.2024.142470

International Journal of Economic Policy in Emerging Economies, 2024 Vol.20 No.3/4, pp.255 - 264

Received: 30 Jul 2021
Accepted: 10 Dec 2021
Published online: 04 Nov 2024 *

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