Mobile Banking and Customer Satisfaction: A Comprehensive Review of Convenience, Security, Service Quality, and Trust
Year: 2025
Type: article
Abstract: With the quickly advancement of mobile banking services worldwide, understanding the multifaceted factors influencing customer satisfaction is critical for both academics and financial institutions. This comprehensive literature review systematically synthesizes approximately 70 peer-reviewed studies published between 2010 and 2025, highlighting on how convenience, security, service quality, and trust independently and together influence customer satisfaction in mobile banking contexts. Key integration of theoretical frameworks such as the Technology Acceptance Model (TAM), Expectation-Confirmation Theory (ECT), Trust-Based Theories and SERVQUAL framework are examined for their relevance and limitations within mobile financial services. Findings reveal that convenience and service quality major contributors to enhance satisfaction, while perceived security and trust act as pivotal mediators, especially in digitally vulnerable or security-conscious environments. Convenience includes aspects like seamless transaction, ease of use, user-friendly interfaces, personalization and customization, while service quality encompasses assurance, Transparency responsiveness, Efficiency, interface design & usability, and reliability. The review identifies critical gaps including limited research on post-adoption behaviour, Underexplored Role of Emerging Technologies, Neglect of Vulnerable or Marginalized User Groups, Fragmented Conceptualizations of Trust and Security, Limited Longitudinal Studies, lack of cross-cultural comparative studies, and insufficient integration of perceived and technical security perspectives. The observations highlight that for financial institutions aiming to design user-centred mobile banking platforms that improve engagement and trust. Filling these gaps is vital for designing robust, user-centred mobile banking platforms that enhance customer retention over time. The study concludes by proposing an integrated conceptual framework and highlights future research directions to advance both theoretical understanding and enhance real-world practical application. Forward-looking research activities are necessary to maintain the efficacy and reliability of crucial mobile banking services in light of the rapidly evolving technical landscape and new security risks.
Authors: Mohit Mehta, Dr. Meera
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4414701176
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