Effect Of Information Systems On Customer Satisfaction And Influence Of Trust: Evidence From Pakistani Digital Banking Industry

Abstract

Aim of this paper is to investigate the relationship among information system of digital banking, trust and customer satisfaction. For this we have applied the [1], S. J. (2009) model to Pakistani banking industry. More specifically dimensions of management information system in this study are system quality, information quality and information presentation. Total of 300 Self-administrated questionnaires were distributed among the general public of Pakistan. Smart PLS (partial least square) method were used to test the statically analysis. From statically analysis we have found that all the three dimensions of management information system significantly and positively impact the customer trust and satisfaction toward digital banking. Furthermore, this paper will surely contribute to the theoretical and managerial impactions.