Self-Service Technology Quality and Customer Satisfaction: The Role of Trust in Mobile Banking

This study aims to examine the impact of self-service technology quality on customer satisfaction among young customers in Sri Lanka. Young customers are a people of digital natives, who are more comfortably interacting with technology-driven service platforms. They are a generation high levels of digital literacy. So that, these young consumers are ideally and theoretically relevant and well suited segment for the study. Using a quantitative empirical study, this article analysed 200 responses collected from young mobile banking users through convenience sampling technique. The data was further statistically analysed using Smart PLS 4, and the hypotheses were tested, and findings were provided. The findings of the study indicate that the quality of self-service technology (SST) has a significant positive impact on customer satisfaction, and trust in technology plays a significant positive mediating role between SST quality and customer satisfaction. Finally, the study concludes that improving service quality and trust in technology can improve customer satisfaction in mobile banking. The conclusion is that a well-designed SST with high trust leads to greater customer satisfaction and continued use.