Abstract

MEDINA QUINTERO, José Melchor; RIOS ECHEVERRIA, Osiris  and  ORTIZ RODRIGUEZ, Fernando. Trust and quality of information for client satisfaction and loyalty in e-Banking using cellular telephones. Contad. Adm [online]. 2022, vol.67, n.1, pp.283-304.  Epub Sep 10, 2024. ISSN 0186-1042.  https://doi.org/10.22201/fca.24488410e.2022.2965.

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.

Keywords : e-Banking; mobile phone; satisfaction, trust; perceived usefulness.

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