Evaluating the Mediating Role of Trust and Satisfaction in the Adoption of Digital Banking Services in Saudi Arabia

Abstract

The objective of this research is to examine at how perceived usefulness perceived simplicity of use, security, convenience, and website design affect trust and satisfaction, as well as their direct and indirect consequences on internet banking adoption in Saudi Arabia. Despite the country’s tremendous technical improvements, use of internet banking remains low. A questionnaire study was conducted with 384 genuine internet banking customers in Saudi Arabia. Exploratory factor analysis (EFA) revealed the variables’ underlying structure, whereas confirmatory factor analysis using AMOS 22 confirmed reliability and validity. Structural equation modelling (SEM) in AMOS 22 was used to examine 22 hypotheses. According to the findings, perceived utility, perceived simplicity of use, convenience, and website design all had a favourable effect on trust and satisfaction, which in turn promoted online banking uptake. However, security had no meaningful effect on trust or satisfaction. The mediation study found that trust and contentment had a role in mediating the association between perceived utility, perceived ease of use, convenience, and website design and online banking uptake. Surprisingly, neither trust nor contentment mediated the association between security and adoption. The study model explained 62% of the variation in online banking usage. These results help us understand the critical roles of trust and happiness in online banking adoption in Saudi Arabia, and they provide significant insights for the banking industry to enhance consumer adoption strategies.