Track: Modeling and Simulation

Abstract

In the last decade, mobile banking has been widely used and has become an indispensable tool to perform financial activities. The scope of offered services may include facilities to conduct bank and stock market transactions, to access customized information, to become tools to help developers understand the essential factors that affect users' needs, and to increase insight and knowledge for the community about the mobile banking service system and more. Every financial institution constantly tries to better the service they provide through technology-oriented innovations. This literature research utilizes a qualitative method with a systematic literature review approach to identify the key determinants of user satisfaction, loyalty, and their intention of using mobile banking. With the systematic literature review approach analyzing 42 research literature, 57 key factors that are influential on user satisfaction, loyalty and intention in regard to mobile banking use were identified. In this review, we concluded that various factors (such as trust, perceived ease of use, perceived usefulness, and more) affect user satisfaction, loyalty, and intention based on research theories. Furthermore, the strength of influence of these factors in each year also differs due to varying terms that are used in different countries.