The influence of mobile banking services on customer satisfaction in private banks: A technological moderation perspective

Kavya Pattem; Dharmula Srinivas

doi:10.31893/multiscience.2026412

Keywords:

consumer satisfaction

Abstract

Customer satisfaction plays a significant role in the effectiveness of private banking services. This study investigates the impact of mobile banking service utilization costs, security, and convenience on consumer satisfaction, considering technology support as a moderating factor. A questionnaire comprising 27 items was adopted from existing studies, and data were collected using a stratified random sampling method. The survey was conducted in major areas of Telangana, with 297 questionnaires distributed and 242 valid responses analysed. The analysis employed primary data to assess validity and reliability, path measurement analysis, and bootstrapping for hypothesis testing using SMART PLS. The results indicate that mobile banking usage costs, security, and technology support positively influence consumer satisfaction. However, convenience does not significantly contribute to consumer satisfaction, nor does technology support serve as an effective moderator in this context. These findings suggest that while security is crucial, the integration of robust technology and responsive service delivery may more significantly shape consumer perceptions. Therefore, private banks should focus on enhancing convenience and technological features to optimize user satisfaction, recognizing that security alone may not suffice in a competitive mobile banking landscape. Furthermore, awareness campaigns can educate consumers about mobile banking security features, promoting informed usage and fostering trust in digital financial services. Establishing customer feedback mechanisms will also help identify areas for improvement, ensuring banks remain responsive to evolving consumer needs in the mobile banking landscape.
References
1. Abdullah, and Mohammed Naved Khan. 2021. “Determining Mobile Payment Adoption: A Systematic Literature Search and Bibliometric Analysis.” Cogent Business and Management 8(1).
2. Aggarwal, Vijita S., and Madhavi Kapoor. 2021. “Multigroup Analysis of Higher-Order Model of Knowledge Variables in the Context of Global Ventures through PLS-SEM.” South Asian Journal of Business Studies 10(1):128–46. doi: 10.1108/SAJBS-02-2020-0037.
3. Al-Emran, Mostafa, Vitaliy Mezhuyev, and Adzhar Kamaludin. 2019. “PLS-SEM in Information Systems Research: A Comprehensive Methodological Reference.” Pp. 644–53 in Advances in Intelligent Systems and Computing. Vol. 845. Springer Verlag.
4. Alsmadi, Ayman A., Ahmed Shuhaiber, Loai N. Alhawamdeh, Rasha Alghazzawi, and Manaf Al-Okaily. 2022. “Twenty Years of Mobile Banking Services Development and Sustainability: A Bibliometric Analysis Overview (2000–2020).” Sustainability (Switzerland) 14(17). doi: 10.3390/su141710630.
5. Bala, Tapas, Israt Jahan, Md. Al Amin, Mahmudul Haque Tanin, Md. Faridul Islam, Md. Mahbubar Rahman, and Tahira Khatun. 2021. “Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh.” Open Journal of Business and Management 09(05):2329–57. doi: 10.4236/ojbm.2021.95126.
6. Costa, Joana, and Rafael Castro. 2021. “Smes Must Go Online—e-Commerce as an Escape Hatch for Resilience and Survivability.” Journal of Theoretical and Applied Electronic Commerce Research 16(7):3043–62. doi: 10.3390/jtaer16070166.
7. Costa, Pedro, and Helena Rodrigues. 2023. “The Ever-Changing Business of e-Commerce-Net Benefits While Designing a New Platform for Small Companies.” Review of Managerial Science.
8. Ekononomi, Jurnal, Keuangan Islam, Bayu Arie Fianto, Charissa Kezia Rahmawati, and Indri Supriani. 2021. “Mobile Banking Services Quality and Its Impact on Customer Satisfaction of Indonesian Islamic Banks.” Jurnal Ekonomi & Keuangan Islam 7(1):59–76. doi: 10.20885/JEKI.vol7.is.
9. Faems, Dries, Matthias De Visser, Petra Andries, and Bart Van Looy. 2010. “Technology Alliance Portfolios and Financial Performance: Value-Enhancing and Cost-Increasing Effects of Open Innovation.” Journal of Product Innovation Management 27(6):785–96. doi: 10.1111/j.1540-5885.2010.00752.x.
10. Fahad S. Almawishir, Naeimah, and Houcine Benlaria. 2023. “Using the PLS-SEM Model to Measure the Impact of the Knowledge Economy on Sustainable Development in the Al-Jouf Region of Saudi Arabia.” Sustainability (Switzerland) 15(8). doi: 10.3390/su15086446.
11. Febrian, Defni, Megawati Simanjuntak, and Nur Hasanah. 2021. “The Effect of Benefits Offered and Customer Experience on Re-Use Intention of Mobile Banking through Customer Satisfaction and Trust.” Jurnal Keuangan Dan Perbankan 25(3):551–69. doi: 10.26905/jkdp.v25i3.5879.
12. Glavee-Geo, Richard, Aijaz Ahmed Shaikh, and Heikki Karjaluoto. 2017. “Mobile Banking Services Adoption in Pakistan: Are There Gender Differences?” International Journal of Bank Marketing 35(7):1088–1112. doi: 10.1108/IJBM-09-2015-0142.
13. Gray Molina, George, Mariha Montoya-Aguirre, and Eduardo Ortiz-Juarez. 2022. “Temporary Basic Income in Times of Pandemic: Rationale, Costs and Poverty-Mitigation Potential.” Basic Income Studies. doi: 10.1515/bis-2020-0029.
14. Gumelar, Anjar, Muhammad Irfan Nasution, Ida Farida Oesman, Frida Ramadini, Mohamad Irfan, and Nurliana. 2020. “Technology Mobile Banking on Customer Satisfaction.” in Journal of Physics: Conference Series. Vol. 1477. Institute of Physics Publishing.
15. Hair, Joe F., Christian M. Ringle, and Marko Sarstedt. 2011. “PLS-SEM: Indeed a Silver Bullet.” Journal of Marketing Theory and Practice 19(2):139–52. doi: 10.2753/MTP1069-6679190202.
16. Hair, Joe F., Matthew C. Howard, and Christian Nitzl. 2020. “Assessing Measurement Model Quality in PLS-SEM Using Confirmatory Composite Analysis.” Journal of Business Research 109:101–10. doi: 10.1016/j.jbusres.2019.11.069.
17. Hasan, Mahamudul, Md Amin Mia, Ataur Rahman, and Md Amin Mia. n.d. “Mobile Banking Service Quality and Customer Satisfaction in Bangladesh: An Analysis Mobile Banking Service Quality and Customer Satisfaction in Bangladesh: An Analysis 26 THE COST AND MANAGEMENT.”
18. Hauff, Sven, Nicole Franziska Richter, Marko Sarstedt, and Christian M. Ringle. 2024. “Importance and Performance in PLS-SEM and NCA: Introducing the Combined Importance-Performance Map Analysis (CIPMA).” Journal of Retailing and Consumer Services 78. doi: 10.1016/j.jretconser.2024.103723.
19. Hayajneh, Jamal Abdelrahman M., Malek Bakheet Haroun Elayan, Mamdouh Abdallah Mohamed Abdellatif, and A. Mohammed Abubakar. 2022. “Impact of Business Analytics and π-Shaped Skills on Innovative Performance: Findings from PLS-SEM and FsQCA.” Technology in Society 68. doi: 10.1016/j.techsoc.2022.101914.
20. Hussain, Nazar, Ghulam Saqib Buriro, M. Younis Metlo, Ghulam Saqib, and Kamran Phulpoto. 2021. “Ghulam Saqib, Kamran Phulpoto and Sanaullah Abro, Impact of Mobile Banking on Customers’ Satisfaction.” Article in International Journal of Management Practice 12(1):1263–71. doi: 10.34218/IJM.12.1.2021.111.
21. Islam, Sigma, and Shadrul Hassan Himel. 2015. Determinants of Customers’ Satisfaction for Mobile Banking Services: A Study on the Private Banking Sector in Bangladesh. Vol. XXXVI.
22. Jahan, Nusrat, and Golam Shahria. 2022. “Factors Effecting Customer Satisfaction of Mobile Banking in Bangladesh: A Study on Young Users’ Perspective.” South Asian Journal of Marketing 3(1):60–76. doi: 10.1108/sajm-02-2021-0018.
23. Jaidev, Uma Pricilda, and Rishabh Shekhar. 2023. “Mobile Wallet App Engagement and Word of Mouth Recommendation: An Exploration of Antecedents.” International Journal of Enterprise Network Management 14(2):1. doi: 10.1504/ijenm.2023.10041700.
24. Jannat, Muhsina, and Imran Ahmed. 2015. Factors Influencing Customer Satisfaction of Mobile Banking Services: A Study on Second-Generation Banks. Vol. 7. Online.
25. Kabir, Mohammad Rokibul. 2013. Factors Influencing the Usage of Mobile Banking: Incident from a Developing Country. Vol. 3.
26. Kengue Mayamou, Pascal, and Sylvie Michel. 2020. “Mobile Money : Décryptage d’une Succes Story Africaine.” Management & Data Science. doi: 10.36863/mds.a.14027.
27. Khan, Abdul Gaffar, Reshma Pervin Lima, and Md Shahed Mahmud. 2021. “Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model.” Global Business Review 22(1):85–100. doi: 10.1177/0972150918795551.
28. Kim, Changsu, Mirsobit Mirusmonov, and In Lee. 2010. “An Empirical Examination of Factors Influencing the Intention to Use Mobile Payment.” Computers in Human Behavior 26(3):310–22. doi: 10.1016/j.chb.2009.10.013.
29. Le, Minh T. H. 2021. “Examining Factors That Boost Intention and Loyalty to Use Fintech Post-COVID-19 Lockdown as a New Normal Behavior.” Heliyon 7(8). doi: 10.1016/j.heliyon.2021.e07821.
30. Legate, Amanda E., Joe F. Hair, Janice Lambert Chretien, and Jeffrey J. Risher. 2023. “PLS-SEM: Prediction-Oriented Solutions for HRD Researchers.” Human Resource Development Quarterly 34(1):91–109. doi: 10.1002/hrdq.21466.
31. MITTAL, GOURAV, and Pardeep Gupta. 2021. “A Bibliometric Review of Mobile Banking Adoption Literature.” SSRN Electronic Journal. doi: 10.2139/ssrn.3993160.
32. Mohd Dzin, Najah Hazirah, and Yoon Fah Lay. 2021. “Validity and Reliability of Adapted Self-Efficacy Scales in Malaysian Context Using Pls-Sem Approach.” Education Sciences 11(11). doi: 10.3390/educsci11110676.
33. Paul, Biswajit, Richard Kirubakaran, Rita Isaac, Marshall Dozier, Liz Grant, and David Weller. 2022. “Theory of Planned Behaviour-Based Interventions in Chronic Diseases among Low Health-Literacy Population: Protocol for a Systematic Review.” Systematic Reviews 11(1). doi: 10.1186/s13643-022-02006-2.
34. Ramamurthy, Bedaduri, and Rajesh Mamilla. 2024. “X-Gen Women Entrepreneur Competence Behavior with Tech.” International Research Journal of Multidisciplinary Scope (IRJMS) 1–15. doi: 10.47857/irjms.2024.v0Xi0X.0774.
35. Sharma, Prashant, and Saurabh Sharma. 2023. “Mapping the Intellectual Structure of Mobile Payment Research: A Bibliometric Analysis.” SAGE Open 13(3). doi: 10.1177/21582440231200329.
36. Taufiq, Malik, Tin Fah Chung, and Ayu Chrisniyanti. 2023. “Does Financial Literacy or Digital Literacy Determine a Consumer Use of FinTech?” Pp. 289–98 in Lecture Notes in Networks and Systems. Vol. 620 LNNS. Springer Science and Business Media Deutschland GmbH.
37. Thakuri, Narendra, Ajaya Dhakal, Ranjana Kumari Danuwar, Deep Kumar Baral, and Amita Koirala. 2023. “Factor Affecting Customer Satisfaction of Mobile Banking Services of Commercial Bank in Kathmandu Valley.” Interdisciplinary Journal of Innovation in Nepalese Academia 2(1):34–52. doi: 10.3126/idjina.v2i1.55964.
38. Thangavel, Packiaraj, and Bibhas Chandra. 2023. “Two Decades of M-Commerce Consumer Research: A Bibliometric Analysis Using R Biblioshiny.” Sustainability (Switzerland) 15(15).
39. Thaw, Yi Yi, Ahmad Kamil Mahmood, P. Dhanapal, and Durai Dominic. 2009. A Study on the Factors That Influence the Consumers’ Trust on E-Commerce Adoption. Vol. 4.
40. Tounekti, Oussama, Antonio Ruiz-Martínez, and Antonio F. Skarmeta Gomez. 2022. “Research in Electronic and Mobile Payment Systems: A Bibliometric Analysis.” Sustainability (Switzerland) 14(13). doi: 10.3390/su14137661.
41. Tran, Manh Dung, Thi Lua Pham, Thi Thu Hien Phan, Thi Kim Xuyen Dinh, Thi Hong Le Hoang, and Duc Tai Do. 2019. “Factors Influencing Independent Audit Fees: Multi-Group Analysis PLS-SEM and Moderate Model.” Management Science Letters 9(10):1599–1608. doi: 10.5267/j.msl.2019.5.027.
42. Vărzaru, Anca Antoaneta, Claudiu George Bocean, Claudia Cristina Rotea, and Adrian Florin Budică-Iacob. 2021. “Assessing Antecedents of Behavioral Intention to Use Mobile Technologies in E-Commerce.” Electronics (Switzerland) 10(18). doi: 10.3390/electronics10182231.
43. Wang, Bin, Jionghua Li, Ao Sun, Yongming Wang, and Dianting Wu. 2020. “Residents’ Green Purchasing Intentions in a Developing-Country Context: Integrating PLS-SEM and MGA Methods.” Sustainability (Switzerland) 12(1):1–21. doi: 10.3390/SU12010030.
44. Wijayanayake, Janaka Indrajith, Kumari Kahandawa, and Janaka Wijayanayake. 2014. Impact of Mobile Banking Services on Customer Satisfaction:A Study on Sri Lankan State Commercial Bank.
45. Xiao, Liang, Feipeng Guo, Fumao Yu, and Shengnan Liu. 2019. “The Effects of Online Shopping Context Cues on Consumers’ Purchase Intention for Cross-Border E-Commerce Sustainability.” Sustainability (Switzerland) 11(10). doi: 10.3390/su11102777.
46. Zapatero, Maribel Rodríguez, Leonor Pérez Naranjo, Magdalena Rodríguez Jiménez, and Isabel Ramírez Faz. 2018. “Using PLS-SEM to Model Family Business Behavior When Addressing the Protocol.” European Journal of Family Business 8(2):151–60. doi: 10.24310/ejfbejfb.v8i2.5567.

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Pattem, K., & Srinivas, D. (2025). The influence of mobile banking services on customer satisfaction in private banks: A technological moderation perspective. Multidisciplinary Science Journal, 8(6), 2026412. https://doi.org/10.31893/multiscience.2026412

[1] Abdullah, and Mohammed Naved Khan. 2021. “Determining Mobile Payment Adoption: A Systematic Literature Search and Bibliometric Analysis.” Cogent Business and Management 8(1).

[2] Aggarwal, Vijita S., and Madhavi Kapoor. 2021. “Multigroup Analysis of Higher-Order Model of Knowledge Variables in the Context of Global Ventures through PLS-SEM.” South Asian Journal of Business Studies 10(1):128–46. doi: 10.1108/SAJBS-02-2020-0037.

[3] Al-Emran, Mostafa, Vitaliy Mezhuyev, and Adzhar Kamaludin. 2019. “PLS-SEM in Information Systems Research: A Comprehensive Methodological Reference.” Pp. 644–53 in Advances in Intelligent Systems and Computing. Vol. 845. Springer Verlag.

[4] Alsmadi, Ayman A., Ahmed Shuhaiber, Loai N. Alhawamdeh, Rasha Alghazzawi, and Manaf Al-Okaily. 2022. “Twenty Years of Mobile Banking Services Development and Sustainability: A Bibliometric Analysis Overview (2000–2020).” Sustainability (Switzerland) 14(17). doi: 10.3390/su141710630.

[5] Bala, Tapas, Israt Jahan, Md. Al Amin, Mahmudul Haque Tanin, Md. Faridul Islam, Md. Mahbubar Rahman, and Tahira Khatun. 2021. “Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh.” Open Journal of Business and Management 09(05):2329–57. doi: 10.4236/ojbm.2021.95126.

[6] Costa, Joana, and Rafael Castro. 2021. “Smes Must Go Online—e-Commerce as an Escape Hatch for Resilience and Survivability.” Journal of Theoretical and Applied Electronic Commerce Research 16(7):3043–62. doi: 10.3390/jtaer16070166.

[7] Costa, Pedro, and Helena Rodrigues. 2023. “The Ever-Changing Business of e-Commerce-Net Benefits While Designing a New Platform for Small Companies.” Review of Managerial Science.

[8] Ekononomi, Jurnal, Keuangan Islam, Bayu Arie Fianto, Charissa Kezia Rahmawati, and Indri Supriani. 2021. “Mobile Banking Services Quality and Its Impact on Customer Satisfaction of Indonesian Islamic Banks.” Jurnal Ekonomi & Keuangan Islam 7(1):59–76. doi: 10.20885/JEKI.vol7.is.

[9] Faems, Dries, Matthias De Visser, Petra Andries, and Bart Van Looy. 2010. “Technology Alliance Portfolios and Financial Performance: Value-Enhancing and Cost-Increasing Effects of Open Innovation.” Journal of Product Innovation Management 27(6):785–96. doi: 10.1111/j.1540-5885.2010.00752.x.

[10] Fahad S. Almawishir, Naeimah, and Houcine Benlaria. 2023. “Using the PLS-SEM Model to Measure the Impact of the Knowledge Economy on Sustainable Development in the Al-Jouf Region of Saudi Arabia.” Sustainability (Switzerland) 15(8). doi: 10.3390/su15086446.

[11] Febrian, Defni, Megawati Simanjuntak, and Nur Hasanah. 2021. “The Effect of Benefits Offered and Customer Experience on Re-Use Intention of Mobile Banking through Customer Satisfaction and Trust.” Jurnal Keuangan Dan Perbankan 25(3):551–69. doi: 10.26905/jkdp.v25i3.5879.

[12] Glavee-Geo, Richard, Aijaz Ahmed Shaikh, and Heikki Karjaluoto. 2017. “Mobile Banking Services Adoption in Pakistan: Are There Gender Differences?” International Journal of Bank Marketing 35(7):1088–1112. doi: 10.1108/IJBM-09-2015-0142.

[13] Gray Molina, George, Mariha Montoya-Aguirre, and Eduardo Ortiz-Juarez. 2022. “Temporary Basic Income in Times of Pandemic: Rationale, Costs and Poverty-Mitigation Potential.” Basic Income Studies. doi: 10.1515/bis-2020-0029.

[14] Gumelar, Anjar, Muhammad Irfan Nasution, Ida Farida Oesman, Frida Ramadini, Mohamad Irfan, and Nurliana. 2020. “Technology Mobile Banking on Customer Satisfaction.” in Journal of Physics: Conference Series. Vol. 1477. Institute of Physics Publishing.

[15] Hair, Joe F., Christian M. Ringle, and Marko Sarstedt. 2011. “PLS-SEM: Indeed a Silver Bullet.” Journal of Marketing Theory and Practice 19(2):139–52. doi: 10.2753/MTP1069-6679190202.

[16] Hair, Joe F., Matthew C. Howard, and Christian Nitzl. 2020. “Assessing Measurement Model Quality in PLS-SEM Using Confirmatory Composite Analysis.” Journal of Business Research 109:101–10. doi: 10.1016/j.jbusres.2019.11.069.

[17] Hasan, Mahamudul, Md Amin Mia, Ataur Rahman, and Md Amin Mia. n.d. “Mobile Banking Service Quality and Customer Satisfaction in Bangladesh: An Analysis Mobile Banking Service Quality and Customer Satisfaction in Bangladesh: An Analysis 26 THE COST AND MANAGEMENT.”

[18] Hauff, Sven, Nicole Franziska Richter, Marko Sarstedt, and Christian M. Ringle. 2024. “Importance and Performance in PLS-SEM and NCA: Introducing the Combined Importance-Performance Map Analysis (CIPMA).” Journal of Retailing and Consumer Services 78. doi: 10.1016/j.jretconser.2024.103723.

[19] Hayajneh, Jamal Abdelrahman M., Malek Bakheet Haroun Elayan, Mamdouh Abdallah Mohamed Abdellatif, and A. Mohammed Abubakar. 2022. “Impact of Business Analytics and π-Shaped Skills on Innovative Performance: Findings from PLS-SEM and FsQCA.” Technology in Society 68. doi: 10.1016/j.techsoc.2022.101914.

[20] Hussain, Nazar, Ghulam Saqib Buriro, M. Younis Metlo, Ghulam Saqib, and Kamran Phulpoto. 2021. “Ghulam Saqib, Kamran Phulpoto and Sanaullah Abro, Impact of Mobile Banking on Customers’ Satisfaction.” Article in International Journal of Management Practice 12(1):1263–71. doi: 10.34218/IJM.12.1.2021.111.

[21] Islam, Sigma, and Shadrul Hassan Himel. 2015. Determinants of Customers’ Satisfaction for Mobile Banking Services: A Study on the Private Banking Sector in Bangladesh. Vol. XXXVI.

[22] Jahan, Nusrat, and Golam Shahria. 2022. “Factors Effecting Customer Satisfaction of Mobile Banking in Bangladesh: A Study on Young Users’ Perspective.” South Asian Journal of Marketing 3(1):60–76. doi: 10.1108/sajm-02-2021-0018.

[23] Jaidev, Uma Pricilda, and Rishabh Shekhar. 2023. “Mobile Wallet App Engagement and Word of Mouth Recommendation: An Exploration of Antecedents.” International Journal of Enterprise Network Management 14(2):1. doi: 10.1504/ijenm.2023.10041700.

[24] Jannat, Muhsina, and Imran Ahmed. 2015. Factors Influencing Customer Satisfaction of Mobile Banking Services: A Study on Second-Generation Banks. Vol. 7. Online.

[25] Kabir, Mohammad Rokibul. 2013. Factors Influencing the Usage of Mobile Banking: Incident from a Developing Country. Vol. 3.

[26] Kengue Mayamou, Pascal, and Sylvie Michel. 2020. “Mobile Money : Décryptage d’une Succes Story Africaine.” Management & Data Science. doi: 10.36863/mds.a.14027.

[27] Khan, Abdul Gaffar, Reshma Pervin Lima, and Md Shahed Mahmud. 2021. “Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model.” Global Business Review 22(1):85–100. doi: 10.1177/0972150918795551.

[28] Kim, Changsu, Mirsobit Mirusmonov, and In Lee. 2010. “An Empirical Examination of Factors Influencing the Intention to Use Mobile Payment.” Computers in Human Behavior 26(3):310–22. doi: 10.1016/j.chb.2009.10.013.

[29] Le, Minh T. H. 2021. “Examining Factors That Boost Intention and Loyalty to Use Fintech Post-COVID-19 Lockdown as a New Normal Behavior.” Heliyon 7(8). doi: 10.1016/j.heliyon.2021.e07821.

[30] Legate, Amanda E., Joe F. Hair, Janice Lambert Chretien, and Jeffrey J. Risher. 2023. “PLS-SEM: Prediction-Oriented Solutions for HRD Researchers.” Human Resource Development Quarterly 34(1):91–109. doi: 10.1002/hrdq.21466.

[31] MITTAL, GOURAV, and Pardeep Gupta. 2021. “A Bibliometric Review of Mobile Banking Adoption Literature.” SSRN Electronic Journal. doi: 10.2139/ssrn.3993160.

[32] Mohd Dzin, Najah Hazirah, and Yoon Fah Lay. 2021. “Validity and Reliability of Adapted Self-Efficacy Scales in Malaysian Context Using Pls-Sem Approach.” Education Sciences 11(11). doi: 10.3390/educsci11110676.

[33] Paul, Biswajit, Richard Kirubakaran, Rita Isaac, Marshall Dozier, Liz Grant, and David Weller. 2022. “Theory of Planned Behaviour-Based Interventions in Chronic Diseases among Low Health-Literacy Population: Protocol for a Systematic Review.” Systematic Reviews 11(1). doi: 10.1186/s13643-022-02006-2.

[34] Ramamurthy, Bedaduri, and Rajesh Mamilla. 2024. “X-Gen Women Entrepreneur Competence Behavior with Tech.” International Research Journal of Multidisciplinary Scope (IRJMS) 1–15. doi: 10.47857/irjms.2024.v0Xi0X.0774.

[35] Sharma, Prashant, and Saurabh Sharma. 2023. “Mapping the Intellectual Structure of Mobile Payment Research: A Bibliometric Analysis.” SAGE Open 13(3). doi: 10.1177/21582440231200329.

[36] Taufiq, Malik, Tin Fah Chung, and Ayu Chrisniyanti. 2023. “Does Financial Literacy or Digital Literacy Determine a Consumer Use of FinTech?” Pp. 289–98 in Lecture Notes in Networks and Systems. Vol. 620 LNNS. Springer Science and Business Media Deutschland GmbH.

[37] Thakuri, Narendra, Ajaya Dhakal, Ranjana Kumari Danuwar, Deep Kumar Baral, and Amita Koirala. 2023. “Factor Affecting Customer Satisfaction of Mobile Banking Services of Commercial Bank in Kathmandu Valley.” Interdisciplinary Journal of Innovation in Nepalese Academia 2(1):34–52. doi: 10.3126/idjina.v2i1.55964.

[38] Thangavel, Packiaraj, and Bibhas Chandra. 2023. “Two Decades of M-Commerce Consumer Research: A Bibliometric Analysis Using R Biblioshiny.” Sustainability (Switzerland) 15(15).

[39] Thaw, Yi Yi, Ahmad Kamil Mahmood, P. Dhanapal, and Durai Dominic. 2009. A Study on the Factors That Influence the Consumers’ Trust on E-Commerce Adoption. Vol. 4.

[40] Tounekti, Oussama, Antonio Ruiz-Martínez, and Antonio F. Skarmeta Gomez. 2022. “Research in Electronic and Mobile Payment Systems: A Bibliometric Analysis.” Sustainability (Switzerland) 14(13). doi: 10.3390/su14137661.

[41] Tran, Manh Dung, Thi Lua Pham, Thi Thu Hien Phan, Thi Kim Xuyen Dinh, Thi Hong Le Hoang, and Duc Tai Do. 2019. “Factors Influencing Independent Audit Fees: Multi-Group Analysis PLS-SEM and Moderate Model.” Management Science Letters 9(10):1599–1608. doi: 10.5267/j.msl.2019.5.027.

[42] Vărzaru, Anca Antoaneta, Claudiu George Bocean, Claudia Cristina Rotea, and Adrian Florin Budică-Iacob. 2021. “Assessing Antecedents of Behavioral Intention to Use Mobile Technologies in E-Commerce.” Electronics (Switzerland) 10(18). doi: 10.3390/electronics10182231.

[43] Wang, Bin, Jionghua Li, Ao Sun, Yongming Wang, and Dianting Wu. 2020. “Residents’ Green Purchasing Intentions in a Developing-Country Context: Integrating PLS-SEM and MGA Methods.” Sustainability (Switzerland) 12(1):1–21. doi: 10.3390/SU12010030.

[44] Wijayanayake, Janaka Indrajith, Kumari Kahandawa, and Janaka Wijayanayake. 2014. Impact of Mobile Banking Services on Customer Satisfaction:A Study on Sri Lankan State Commercial Bank.

[45] Xiao, Liang, Feipeng Guo, Fumao Yu, and Shengnan Liu. 2019. “The Effects of Online Shopping Context Cues on Consumers’ Purchase Intention for Cross-Border E-Commerce Sustainability.” Sustainability (Switzerland) 11(10). doi: 10.3390/su11102777.

[46] Zapatero, Maribel Rodríguez, Leonor Pérez Naranjo, Magdalena Rodríguez Jiménez, and Isabel Ramírez Faz. 2018. “Using PLS-SEM to Model Family Business Behavior When Addressing the Protocol.” European Journal of Family Business 8(2):151–60. doi: 10.24310/ejfbejfb.v8i2.5567.

Abstract

References

How to cite