The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust

  •  Lama Zalloum    
  •  Hamad Alghadeer    
  •  Nawras Nusairat    


The objective of this study is to examine selected dimensions of mobile banking, (such as Ease of Navigation, Personalization Level, Information Quality, Rewards) on e-wom through the mediating role of perceived trust. Self-structured questionnaire is used to collect data which is then shared via Google forms online and targeted only to the users of mobile banking services application in Jordan. Quantitative and analytical methods were used to analyze the data. 499 questioners were returned, 30 of which were rejected as they were not using mobile banking service applications. 469 of the questionnaires were accepted and analyzed using reliability test analysis, descriptive statistics and regression process.

The findings of the study indicate that there is a statistically significant effect of mobile banking (Ease of Navigation, Personalization Level, Information quality, Rewards) through the mediation role of perceived trust on relationships between using mobile banking services and e-wom. It is recommended that banks pay more attention to mobile banking and build powerful and good E-WOM in order to spread the use of mobile banking rapidly.

This work is licensed under a Creative Commons Attribution 4.0 License.