Determinants of customer satisfaction with mobile banking services: The mediating role of trust
Vol. 19, No 3, 2026
|
Gayane Tovmasyan
Armenian State University of Economics, Armenia tovmasyangayane@yahoo.com ORCID 0000-0002-4131-6322 |
Determinants of customer satisfaction with mobile banking services: The mediating role of trust |
|
Arsen Petrosyan
Armenian State University of Economics, Armenia arsen.petrosyan.asue@gmail.com ORCID 0000-0002-9588-1140
Svitlana Bilan
Széchenyi István University, Gyor, Hungary s.bilan@csr-pub.eu ORCID 0000-0001-9814-5459 Arsen Yeghikyan
Public Administration Academy of the Republic of Armenia, Armenia arny568@gmail.com ORCID 0009-0000-7600-5869
Khachatur Ghazeyan
Public Administration Academy of the Republic of Armenia, Armenia ghazeyan@paara.am
ORCID 0009-0000-3487-656X
|
Abstract. The article aims to develop and empirically test an integrated model explaining customer satisfaction with mobile banking by examining the effects of service quality, perceived security, and user experience through the mediating role of customer trust. A quantitative research approach was employed using survey data collected from 500 mobile banking users in Armenia, and the proposed model was tested using PLS-SEM with SmartPLS4. The findings demonstrate that perceived security (β = 0.437, p < 0.001), service quality (β = 0.285, p < 0.001), and user experience (β = 0.260, p < 0.001) significantly and positively influence customer trust. Furthermore, customer trust has a substantial positive effect on customer satisfaction (β = 0.948, p < 0.001) and significantly mediates the relationships between the examined factors and satisfaction. The model demonstrates high explanatory power, explaining 90.7% of the variance in customer trust and 89.9% of the variance in customer satisfaction. This study contributes to the mobile banking literature by highlighting trust as a central mechanism connecting technological and service-related factors with customer satisfaction in an emerging economy context. The findings provide practical implications for banks by emphasizing the importance of secure, reliable, and user-centered digital banking solutions to enhance customer satisfaction. |
|
Received: August, 2025 1st Revision: May, 2026 Accepted: August, 2026 |
|
|
DOI: 10.14254/2071-8330.2026/19-3/5
|
|
|
JEL Classification: G21, D12, C8, O33 |
Keywords: mobile banking, customer satisfaction, customer trust, service quality, perceived security, user experience, PLS-SEM |
