Antecedents of user satisfaction and trust in digital banking: an examination of the ISSM factors

Purpose This study investigates the impact of the COVID-19 pandemic on the digital banking experience in Taiwan. We adapt the D&M ISS model to incorporate trust, security and privacy with respect to satisfaction and loyalty. Design/methodology/approach We propose an adapted D&M ISS model as the foundation for information, system and service quality, adding security, privacy and trust to the model. We examine causal relationships among variables and moderating effects with respect to trust and the digital banking experience using a valid sample of 362 consumers in Taiwan. Findings The results show that information, system and service quality influence satisfaction, with the latter two having the most significant influence on trust and satisfaction. Trust is critical to determining satisfaction but not to moderating the relationship between satisfaction and loyalty. The digital banking experience also influences security, privacy and satisfaction. Practical implications Digital banks should closely monitor the management tactics of system quality and service quality when offering online banking services to users. The findings can help policymakers and regulators in the Taiwanese government review regulations and laws, such as providing open banking infrastructure for digital banks. Originality/value This study adapts the D&M ISS model by adding critical factors, including security, privacy and trust, to examine the impact on satisfaction and loyalty. We find that the COVID-19 pandemic influenced the digital banking experience, which affects the perceptions of such banking.