Customer Trust and Satisfaction: Insights from Mobile Banking Sector in Bangladesh

Abstract

The major objective of this study was to assess the level of customer satisfaction, with a specific focus on mediating role of trust on customer satisfaction. The study obtained its findings through the application of a structured equation model (SEM) using Amos version 24, based on the responses provided by a sample of 384 users of mobile banking. The research conducted revealed that there is a notable and affirmative correlation between System Quality, Information Quality, and Service Quality, and the level of trust. Trust is a mediating factor that exerts positive and significant effects on customer satisfaction. The independent variable exerts an indirect influence on customer satisfaction by means of trust. Mobile banking system has the potential to significantly contribute to the provision of financial services to individuals who lack access to traditional banking or have limited access, hence promoting financial inclusion and mitigating economic inequalities. Further research could be conducted in the same field by incorporating various mediating variables such as age, gender, occupation, and educational qualification, among others.