Electronic Banking Utilization, Service Quality, Client Satisfaction: A Narrative Literature Review
DOI:
https://doi.org/10.7719/jpair.v65i1.1020Keywords:
finance, electronic banking, service quality, client satisfaction, narrative literature review, Laguna, PhilippinesDisciplines:
Business Administration, Banking and FinanceAbstract
Electronic banking has become a cornerstone of modern financial services, yet uneven adoption and persistent trust concerns continue to limit its effectiveness, particularly in emerging economies. The purpose of this study is to examine how service quality mediates the relationship between electronic banking utilization and client satisfaction, with emphasis on Philippine universal banks. Using a narrative literature review design, the study synthesizes global, ASEAN, and Philippine scholarship, integrating empirical and theoretical works grounded in the Technology Acceptance Model (TAM), SERVQUAL, and Expectancy-Disconfirmation Theory (EDT). Results of the synthesis reveal that utilization directly influences satisfaction and shapes perceptions of service quality, and that satisfaction is indirectly driven by service quality. Accessibility fosters trust and security, while frequent use enhances convenience and loyalty. The findings highlight that technological adoption alone is insufficient; satisfaction emerges when utilization is embedded within reliable, secure, and empathetic service delivery. This study contributes to scholarship by advancing an integrated mediation model, to managerial practice by emphasizing reliability and assurance in digital platforms, and to policy by underscoring the need for infrastructure investment, digital literacy, and cybersecurity frameworks. Overall, the review provides a defense-ready foundation for empirical testing and international publication.
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References
Australian Fintech. (n.d.). Aussies increase digital payments uptake but confidence and trust key to more widespread adoption. https://australianfintech.com.au/aussies-increase-digital-payments-uptake-but-confidence-and-trust-key-to-more-widespread-adoption/
Autorek. (2024, July 16). Banking in 2024: Digital transformation priorities, challenges & trends. https://www.autorek.com/blogs/banking-in-2024/
Bodack, N. (2025). Rethinking cybersecurity: How APAC banks can safeguard against AI-powered threats. Asian Banking & Finance. https://asianbankingandfinance.net/banking-technology/commentary/rethinking-cybersecurity-how-apac-banks-can-safeguard-against-ai-powered-threats
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Copyright (c) 2026 John Martin C. Nazareth, Aldon M. Francia, Marianne M. Almogen, Eleonor C. Mabassa
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Open Access. This article published by JPAIR Multidisciplinary Research is licensed under a Creative Commons Attribution-Noncommercial 4.0 International (CC BY-NC 4.0). You are free to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material). Under the following terms, you must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use. You may not use the material for commercial purposes.
