Resumen de Does privacy and ease of use influence user satisfaction and trust in digital banking applications?
Juan Gabriel Martínez-Navalón, Vera Gelashvili, Fernanda Pedrova Alberto
Purpose: Technological advances have changed the world, today they are related toefficiency, life improvement, time saving and comfort among others. Apart from somany advantages, technological advances have one issue of concern for users: userprivacy. To register on the platforms or in the mobile applications it is necessary to givepersonal data that will remain registered and can be used in the future by the companyto design special offers for its customers. Therefore, user privacy has become a keyissue for both users and companies. Another important aspect for users is the ease ofuse of the applications. It is true that not all users have the ability to handle difficultapplications, so the possibility of having a quality and easy to use mobile application isan add value for the company and users. Taking into account the importance of thesevariables, the main objective of this study is to analyse whether users' sense of privacyand the ease of use of mobile banking applications are related to users' satisfaction andtrust.Methodology: Data collection has been carried out through a validatedquestionnaire that measures the variables analysed in the study. The sample consistsof 616 students from Spanish and Portuguese universities. Statistical analysis throughPLS (Partial Least Squares) has been used for the methodology of the data. VariancebasedSEM methodology makes it possible to see the relationship between the variablesanalysed and shows whether the hypotheses of the study are accepted or not.Findings: The results of the data analysis have shown that privacy and ease of usepositively and directly influence the satisfaction and trust of digital banking studentsin Spain and Portugal.Originality: It is important to mention that this research article contributes to theacademic literature on the variables studied. At the same time it is a study with asample from two different countries, where the differences and similarities of theanalysed population are observed, therefore this study can serve as a basis for a largescaleinternational study.
