To Investigate the Use of Mobile Banking Applications (Security, Convenience, Trust) on Customer Satisfaction and Impact on Competitive Advantage in Phnom Penh, Cambodia

The rapid growth of mobile banking applications has transformed the way customers access financial services, particularly in developing economies such as Cambodia. In Phnom Penh, mobile banking has become an essential tool for daily financial transactions; however, limited empirical research has examined post-adoption customer satisfaction and its mediating role in linking mobile banking service attributes to competitive advantage. This study investigates the influence of security, convenience, and trust in mobile banking applications on customer satisfaction and examines how satisfaction contributes to banks’ competitive advantage in Phnom Penh, Cambodia.

A quantitative research approach was adopted using a cross-sectional survey design. Primary data were collected from 322 mobile banking users in Phnom Penh through an online questionnaire. The data were analysed using descriptive statistics, reliability analysis, and inferential techniques to examine relationships among the study variables.

The findings reveal that security, convenience, and trust are positively associated with customer satisfaction. Respondents reported strong confidence in data protection, transaction accuracy, and authentication methods, while convenience factors such as transaction speed, ease of use, and access to banking services significantly enhanced user satisfaction. Trust in mobile banking applications also emerged as an important contributor to positive user experiences. Furthermore, customer satisfaction was found to be closely linked to competitive advantage, reflected in users’ intention to continue using mobile banking applications and to recommend them to others.

The study provides practical implications for banks by highlighting the importance of maintaining strong security systems, enhancing convenience, and building customer trust to sustain satisfaction and long-term competitiveness. However, the study is limited by its focus on Phnom Penh and the use of convenience sampling. Future research is encouraged to expand to other regions, adopt longitudinal designs, and include additional variables to further explore mobile banking satisfaction and loyalty.

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