Mediating effect of mobile banking trust on information and system quality

Abstract

In the context of mobile banking services, trust emerges as a pivotal factor influencing both the acceptance and utilisation of these services, significantly shaping customers' confidence in their usage. Existing literature proposes that trust operates as a mediator in the connection between customers' perceptions of the quality of information and the overall system in mobile banking. This study aimed to investigate whether trust acts as a mediating variable in the relationship between information and system quality within the mobile banking experiences of Generation Y customers in the South African banking sector. Employing a descriptive research design, the study distributed self-administered surveys to 334 participants who voluntarily took part in the research. The findings of the study reveal that, within the sampled group, trust indeed serves as an intermediary factor between perceived information quality and the overall system quality in the realm of mobile banking. This insight holds significant implications for comprehending customer behaviour, elevating the user experience, addressing perceived risks, and guiding strategic decision-making within the dynamic landscape of the mobile banking industry. Understanding the mediating role of trust enriches the understanding of the complex dynamics involved in customer perceptions and interactions with mobile banking services, offering valuable insights for industry stakeholders aiming to optimise their services and strategies.