CUSTOMER TRUST IN MOBILE BANKING: FACTORS AND CHALLENGES

Abstract

Customer trust is fundamental to the widespread adoption and success of mobile banking services. This review paper comprehensively examines the key factors influencing customer trust in mobile banking, including security, privacy, usability, service quality, and technological reliability. It highlights how perceptions of data protection and secure transaction processes significantly impact user confidence. Additionally, the study explores challenges such as cyber threats, technological glitches, lack of personal interaction, and regulatory compliance, which pose barriers to trust-building. By analyzing existing literature and empirical studies, this paper identifies gaps in current mobile banking frameworks that affect customer trust.