Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services

作者：

Highlights：

• Investigate the key issues around trust within mobile banking.

• Explore the application of the DeLone and McLean (2003) success model.

• Design and illustrate the mediating impact of trust on customer satisfaction.

• Outline service quality and structural assurance impact on customer satisfaction.

• Explore variables which directly and indirectly affect customer satisfaction.

摘要

•Investigate the key issues around trust within mobile banking.•Explore the application of the DeLone and McLean (2003) success model.•Design and illustrate the mediating impact of trust on customer satisfaction.•Outline service quality and structural assurance impact on customer satisfaction.•Explore variables which directly and indirectly affect customer satisfaction.

论文关键词：

论文评审过程：Received 8 May 2020, Revised 24 July 2020, Accepted 23 September 2020, Available online 24 September 2020, Version of Record 29 September 2020.

论文官网地址：https://doi.org/10.1016/j.chb.2020.106584