Trust and information quality for the customer satisfaction and loyalty in e-Banking with the use of the mobile phone

Abstract

Electronic banking (e-Banking) has been advancing fast during the last few years due to Internet growth and the massive use of mobile phones. Consumers force the banking industry to generate strategies to attract that business model. This research aims to acknowledge the trust and information quality affecting e-Banking customers satisfaction and loyalty. The methodology applied is based on a questionnaire to 240 customers in northeastern Mexico. The inferential analysis was done with SmartPLS. The main results shown trust and perceived usefulness directly impact technology adoption. The principal factor is that the use of mobile phones substantially influences e-Banking user satisfaction and loyalty.