The Influence of Mobile Banking Information System Quality on Customer Loyalty: A Systematic Literature Review

Growing smartphone penetration has propelled mobile banking to the forefront of digital financial services, yet a rigorous and unified synthesis of the determinants of user retention remains absent from the literature. This study investigates how the quality dimensions of mobile banking information systems shape customer loyalty, drawing on the Systematic Literature Review (SLR) methodology guided by the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analysis) framework. Fifty peer-reviewed publications issued between
2011 and 2025 were retrieved from prominent scholarly repositories, namely Google Scholar, Scopus, Web of Science, and Indonesian national portals indexed under SINTA and Garuda. A combined descriptive and thematic analysis was applied to examine constructs encompassing system quality, information quality, service quality, user satisfaction, trust, ease of use, and user experience. Across the reviewed body of work, all three quality dimensions exhibited a consistent and positive association with customer loyalty. Customer satisfaction emerged as a pivotal mediating mechanism, confirmed by approximately 72% of the studies as the bridge linking information system quality to loyalty outcomes. Trust, perceived ease of use, user experience, and technological readiness were additionally identified as noteworthy moderating influences. Within Islamic banking contexts, adherence to Sharia principles constituted a distinctive loyalty determinant. The study concludes that strategic investment in digital service quality is indispensable for banks aiming to cultivate and sustain long-term customer retention.

Mobile Banking, Information System Quality, Customer Loyalty, Customer Satisfaction, Systematic Literature Review

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