Mobile Banking Applications: The Road to Customer Satisfaction and Continued Usage

Alama Porras F.M.; Moreno F.V.; Quintana P.B. · Smart Innovation, Systems and Technologies (2025) · DOI: 10.1007/978-981-96-3077-6_40

Resumen

Mobile banking has become an indispensable resource for users due to the practicality and accessibility it offers. Precisely, banking institutions have shown greater interest in developing applications that provide optimal customer service. The present research studied the influence of convenience, perceived security, and structural assurance on customer satisfaction and the intention of continued use these applications. An online questionnaire was applied to a sample of four hundred and seven people over 18 years of age who use mobile banking at least twice a week. It was found that convenience, perceived security, and structural assurance have a positive influence on customer satisfaction and, the latter, on the intention of continued use. Likewise, convenience influences perceived security, which, according to the results, does not influence the intention of continued use. © The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2025.

Instituciones: Universidad Peruana de Ciencias Aplicadas