Developing a measurement tool for analysis of technology acceptance and use factors, quality factors and risk factors on behavioral outcomes through mediated trust in mobile banking case study bank XYZ: A pilot study

Pasha, Syauqi Bima Prema and Indrawati, Indrawati (2025) Developing a measurement tool for analysis of technology acceptance and use factors, quality factors and risk factors on behavioral outcomes through mediated trust in mobile banking case study bank XYZ: A pilot study. International Journal of Science and Research Archive, 15 (3). pp. 1816-1824. ISSN 2582-8185

User loyalty is a key focus for Bank XYZ to maintain profitability and Cost Per Acquisition (CPA) efficiency. The 2025 report shows active user growth and a decline in dormant customer ratio for Bank XYZ during 2024, yet potential losses from dormant customers remain. This study aims to analyze the factors that could help Bank XYZ design strategies to enhance mobile banking loyalty. Adopting an antecedent model, the study references (Geebren et al, 2021) on consumer satisfaction in mobile banking and (Kumar et al, 2021) on trust and cultural dimensions in mobile banking. A pilot test with 30 respondents shows that all 69 questionnaire items meet validity (CITC > 0.3) and reliability (Cronbach's Alpha > 0.7) thresholds. This measurement instrument is ready for further application in a full-scale study on strategies to improve mobile banking loyalty.