Mobile Banking Service Quality and Customer Satisfaction: A Bibliometric and Content Analysis with Future Research Directions
Year: 2025
Type: article
Abstract: The rapid proliferation of mobile banking has transformed the delivery of financial services, necessitating a comprehensive understanding of service quality and its impact on customer satisfaction.In this study, bibliometric and content analyses were employed to examine the evolution of research on mobile banking service quality and customer satisfaction, with emphasis placed on research trends, influential contributors, thematic structures, and emerging gaps.Data retrieved from the Scopus database spanning 2003-2025 were analyzed using VOSviewer and Biblioshiny software to conduct co-word analysis, citation analysis, co-authorship mapping, and bibliographic coupling.Findings indicate a marked acceleration of research activity after 2015, with significant contributions originating from India, Indonesia, and Saudi Arabia, while University Tun Hussein Onn Malaysia emerged as one of the most active institutions.The International Journal of Bank Marketing was identified as the leading publication outlet, and scholars such as Lee and Chung were recognized as influential authors.Network analysis revealed that customer satisfaction, trust, security, service quality, and usability constitute the dominant themes in this research domain.Co-authorship analysis demonstrated robust collaborations among Saudi Arabia, China, the United Kingdom, and the United States, whereas bibliographic coupling confirmed that trust and service quality are central drivers of mobile banking adoption.The originality of this study lies in the provision of a structured synthesis of the intellectual landscape of mobile banking research and in the articulation of critical knowledge gaps.Limitations include reliance on Scopus-indexed studies and the exclusion of non-English publications, which may restrict global comprehensiveness.Future research should prioritize the integration of artificial intelligence in mobile banking, the role of mobile financial services in advancing financial inclusion, and the implications of evolving regulatory frameworks for customer trust and satisfaction.By consolidating existing evidence and highlighting strategic research directions, this study offers a foundation for advancing theoretical, methodological, and practical understanding of mobile banking services.
DOI: 10.56578/jimd040305
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4414208262