Trust in Electronic Banking With the Use of Cell Phones for User Satisfaction

Introduction

Information technologies (IT) since their inception have been advancing by leaps and bounds. Today there is talk of artificial intelligence and Web 4.0 that is nothing other than replacing human labor with computers through artificial intelligence. In the, commercial banking, its users, until ten years ago, mostly interacted directly with employees, and to date, users have greater participation in electronic banking (e-Banking) operations. e-Banking started with automatic teller machines (ATM), then, the ATM set in a network. Today, the Internet revolution has reached them. According to Chmielarz and Zborowski (2018), these technological tools create a competitive advantage for banks and provide services in the most convenient way for users.

The competitive advantages of e-Banking are when users use the app from any place and pay bills, transfer money, manage current accounts (Ataya and Ali, 2019; Medina et al., 2022), reduce operating costs, improve banking services in consumption and expand their participation (Lichtenstein and Williamson, 2006), saving time, banking services 24 hours a day, seven days a week, without unnecessary lines or waiting times (Mansou et al., 2016). E-Banking is defined as all those banking activities and transactions that can be carried out from anywhere and at any time from an electronic device (cell/mobile phone, computer, tablet, SmartTV) connected to the Internet, in which there is no physical contact nor virtual with the banking personnel.

Different factors influence the acceptance of mobile banking, including hedonic motivation (Boonsiritomachai and Pitchayadejanant, 2019), interface and operation guide, consulting service, and humanization (Peng-yu and Xiao-xiao, 2017). Chmielarz and Zborowski (2018), in their literature review, found usability, functionality, interaction, visualization, reliability, and effectiveness as elements for the use of banking technology. To this, it is necessary to add security aspects in the technology that, according to Malinka et al. (2022), require authentication methods, their properties with respect to international standards, and their resistance against cybernetics attacks.

Unfortunately, in terms of research, e-Banking does not have a consolidate theory to support it; it is an area with vast exploration possibilities, a fertile field to test typologies focused on the trust and satisfaction of e-Banking users. Among the theories and models used for their analysis are the Perceived Risk Theory (PRT), the Theory of Planned Behavior (TPB), the Diffusion of Innovation Theory (IDT), the Social Cognitive Theory (SCT), the Theory of Reasoned Action (TRA), the Technology Acceptance Model (TAM) and the Unified Theory of Technology Acceptance and Use (UTAUT). These theories and models have their strengths and weaknesses and the difficulty of taking them as the most appropriate for scientific research.

The relevance that e-Banking has taken is to be appreciated. Considering that many citizens have a cell phone, in such a way, its analysis and research are relevant from a technological, economic, and social point of view. In the literature review, the most used is the TAM; however, some researchers argue that it is too generic and cannot provide a realistic understanding of the adoption of advanced mobile services and technologies (Salimon et al., 2017). However, this research takes it in its essential part; for this, the objective of this study is to determine the influence of trust in e-Banking by mobile phones on user satisfaction. A literature review is carried out, which supports the design of a validated questionnaire to obtain user perceptions about e-Banking. In addition, a second-generation statistical tool based on Structural Equation Modeling (SmartPLS) evaluates a research model to test hypotheses and capture the main contributions to knowledge.