Antecedents and Impacts of Mobile Banking Transactions: A Case of Malaysian Consumers

Considering that very few studies have actually addressed the aspect of trust with all the three categories of trustee i.e. the retail banks, the mobile telecommunication provider and the mobile telephone in one single study, this study attempts to address this gap. In addition the study also seeks to investigate the impact of mobile banking utilization on satisfaction and loyalty. Adopting a survey research methodology involving 312 of mobile banking consumers in Malaysia, the findings suggest mobile banking utilization is positively correlated to satisfaction. The findings also show that mobile banking satisfaction does have bearing on loyalty. Three groups of antecedents namely the technology trust, trustworthiness and institution-based trust which are hypothesized to have significant influence on mobile banking utilization. The findings reveal that only technology trust and institution-based trust are found to have significant correlation with mobile banking utilizations. The findings of this study should be useful to both practitioners and researchers. As for the banking practitioners, the findings have empirically shown the importance of mobile banking services and its influence towards customer satisfaction.