Published Paper Details:

Abstract The rapid expansion of digital banking technologies has transformed the way customers access and utilize financial services, making mobile banking one of the most widely adopted banking innovations globally. Mobile banking offers customers convenient, flexible, and real-time access to banking services through mobile devices, thereby enhancing operational efficiency and customer experience. Despite its growing popularity, concerns regarding transaction security, privacy protection, and trustworthiness continue to influence customer perceptions and satisfaction levels. In the highly competitive banking environment, customer satisfaction has become a critical determinant of customer retention, loyalty, and long-term success. Consequently, understanding the factors that shape customer satisfaction in mobile banking services has become an important area of academic and managerial interest. The present study aims to explore the relationship between perceived security, customer trust, and customer satisfaction in mobile banking services. Specifically, the study examines the direct effect of perceived security on customer trust and customer satisfaction, as well as the mediating role of customer trust in the relationship between perceived security and customer satisfaction. Drawing upon Technology Adoption Theory, Information Systems Success Model, and Trust Theory, the study develops a conceptual framework to explain how customers' perceptions of security contribute to trust formation and overall satisfaction with mobile banking services. A quantitative research design was employed, and primary data were collected from 200 mobile banking users through a structured questionnaire based on a five-point Likert scale. The collected data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate the measurement model and test the proposed hypotheses. The results reveal that perceived security has a significant positive impact on customer trust and customer satisfaction. Furthermore, customer trust significantly influences customer satisfaction and partially mediates the relationship between perceived security and customer satisfaction. The findings indicate that customers who perceive mobile banking systems as secure are more likely to develop trust in the service provider, which subsequently enhances their overall satisfaction with mobile banking services. The study contributes to the growing body of literature on digital banking by providing empirical evidence on the critical role of security and trust in shaping customer satisfaction. The findings offer valuable managerial implications for banks and financial institutions by highlighting the importance of strengthening cybersecurity measures, enhancing privacy protection mechanisms, and implementing trust-building strategies to improve customer experiences and encourage continued usage of mobile banking services. The study further provides a foundation for future research on customer behavior, technology adoption, and digital financial services in emerging economies.