Emerging technological antecedents shaping customer outcomes in mobile banking: A literature review

Abstract

Due to customers' reliance on digital platforms and the use of banking applications for financial services, mobile banking has emerged as a key channel for delivering smart banking services. In this dynamic environment customer behavior has been affected not only by the accessibility but also by the advancements in mobile banking services. The purpose of this review is to identify the latest technological antecedents influencing customer outcomes in mobile banking. Twenty research papers selected from the databases; Emerald, Taylor & Francis, Elsevier, and Google Scholar were reviewed. Key antecedents were system quality, information quality, service quality, interface design, security and privacy, task-technology fit, and emerging AI-enabled features. This study highlights the combined influence of these technological antecedents on customer behaviour in mobile banking.