The effects of perceived ease of use, perceived security, and service quality on customer satisfaction in the Malaysian banking sector: The mediating role of trust

Financial technology (FinTech) has transformed the banking industry by reshaping how customers access and experience financial services. This study examines the relationships between perceived ease of use, perceived security, and service quality and customer satisfaction among customers using FinTech-enabled banking services in Malaysia, with Trust examined as a mediator. A quantitative, cross-sectional correlational design was employed. Data were collected through an online self-administered questionnaire using Qualtrics from 300 Malaysian commercial banking customers aged 18 years and above who had used at least one FinTech-enabled banking service within the previous three months. Measurement items were adapted from established scales and measured using a five-point Likert scale. Data were analysed using descriptive statistics, Cronbach’s alpha, Pearson correlation, multiple regression, and Hayes’ PROCESS Model 4 for mediation analysis. The findings indicate that perceived ease of use, perceived security, and service quality were positively and significantly associated with customer satisfaction. Service quality demonstrated the strongest unique contribution (β = .383). Trust partially mediated the relationships between all three predictors and customer satisfaction. The study contributes to the FinTech and digital banking literature by providing empirical evidence from Malaysian banking customers and highlighting the role of Trust as a mechanism linking FinTech-enabled service characteristics with customer satisfaction. The findings provide practical implications for Malaysian banks and FinTech service providers seeking to improve service quality, security, ease of use, and customer trust.