THE CONSEQUENCES OF MOBILE BANKING SERVICES ON CUSTOMER E-SATISFACTION IN PAKISTAN
Download| Volume 14 Issue 1 2018 | |
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| Author(s): |
Samia Shaikh
Soobia Saeed
Muhammad Waqas
Farooque Ahmed Memon
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| Abstract | The purpose of this research is to identify the key factors of mobile Banking technology adoption which influence customer E- satisfaction in Pakistan as Mobile banking has manifest itself as an evolving technology adopted by the banking industry around the world. Multiple Regressions have been used to test the due which is collected through Questionnaire, including questions focusing on Cost Efficiency, Easiness, and Security. The outcomes of the study suggest that Cost Efficiency, Easiness, and Security have a significant impact on Customer E-Satisfaction. However, Cost Efficiency and Security are negative or inversely in relation but the easiness factor is in positive relation. The study provides a better understanding of major factors effecting Customer E-Satisfaction in Mobile banking services. Banks can make their mobile banking services smoother by focusing on these factors to grab the increasing demand for this service. |
| Keywords | Mobile, Banking services, Customer Satisfaction, Pakistan |
| Year | 2018 |
| Volume | 14 |
| Issue | 1 |
| Type | Short Report |
| Recognized by | Higher Education Commission of Pakistan, HEC | Category | "Y" | Journal Name | IBT Journal of Business Studies | Publisher Name | ILMA University | Jel Classification | D10, D12, E70 | DOI | http://dx.doi.org/10.46745/ilma.jbs.2018.14.01.04 | ISSN no (E, Electronic) | 2409-6520 | ISSN no (P, Print) | 2416-8393 | Country | Pakistan | City | Karachi | Institution Type | University | Journal Type | Open Access | Type of Review | Double Blind Peer Reviewed | Format | Paper Link | http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/14.1/4.pdf | Page | 39-51 | References | Jepleting, A., Sangoro, O., & Bureti, P. (2013). Effects of mobile banking on customer satisfaction. a case of Equity Bank of Eldoret town. International Journal of Innovative Research In Management, 2(3):29-40. Kaynak, E. & Harcar, T.D. (2015). Consumer Value Creation in Mobile Banking Services’, International Journal of Technology Marketing, 1(1): 62–78. Kombo F., Paulík J. and Kwarteng A. M. (2016). E-Banking Functionality as a Measure of Customer Satisfaction In The Czech And Kenyan Banking Sectors. International Journal of Business and Commerce, 1(10): 82-105. Barquin, S., & HV, V. (2015). Digital Banking in Asia: What do consumers really want? McKinsey & Company. Bebli, R. S. (n.d.). The Impact of internet banking service quality on customer satisfaction in the banking sector of Ghana. School of Management,2(1):29- 30. The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan. Available from: https://www.researchgate.net/publication/308093559_The_Impact_of_E- Banking_on_Customer_Satisfaction_Evidence_from_Banking_Sector_of_Pakistan [accessed May 10 2018]. Husnain, M., & Akhtar, M. W. (2016). Impact of Branding on Impulse Buying Behavior: Evidence from FMCG’s Sector Pakistan. International Journal of Business Administration, 7(1):59. http://dx.doi.org/10.5430/ijba.v7n1p59 The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan Available from: https://www.researchgate.net/publication/308093559_The_Impact_of_E- Banking_on_Customer_Satisfaction_Evidence_from_Banking_Sector_of_Pakistan [accessed May 10 2018]. Asfour, H. K., & Haddad, S. I. (2014). The Impact of Mobile Banking on Enhancing Customers’ E-Satisfaction: An Empirical Study on Commercial Banks in Jordan. International Business Research, 7(10):145. K.C.Lee and N. Chung, (2009).Understanding factors affecting trust in and satisfaction with mobile banking in Korea: a modified Delone and McLean’s model perspective, interacting with Computers, 21 (6): 385-92. KhalidA.S,Wijayanayake,J.(2014). Banking Services and Customer's Satisfaction in Qatar: A Kahandawa, K., &. Impact of Mobile Banking Services on Customer Satisfaction: A Study on Sri Lankan State Commercial Bank. International Journal of Computer and Information Technology, 3(3): 546-52. Rizwan, M., Rehman, A., Rizivi, A., Khan, R., Ayuub, S., Baloch, U., & Sardar, B. (2014). Modern Banking and Customer Satisfaction. Journal of Finance and Accounting, 2(3): 1-20. Poon, W. C. (2007).User’s adoption of E-Banking services: the Malaysian perspective. Journal of Business & Industrial Marketing, 23(1): 59-69. Nupur, J. M. (2010). E-banking and customers’ satisfaction in Bangladesh: An analysis. International review of business research papers, 6(4):145-156. S. BhalchandraSaoji and P. Kumar Goel, January (2013). Understanding customer response and customer satisfaction of mobile banking in India. International Journal of Advanced System and Social Engineering Research, 3(1):1-5. Saleh Salari and Moslem Salajegheh.(2011). Analysis of Factors Affecting the Adoption of Internet Banking. Case Study: Customers of Mellat Bank in Isfahan City. International Conference “Risk in Contemporary Economy. ISSN 2067-0532. T. Laukkanen & J. Lauronen.(2005). Consumer value creation in mobile banking services” .International Journal of Mobile Communication, 3(4):12-13. Thulani, D., Kosmas, N., Collins, M., & Lloyd, C. (2011). Adoption and Use of SMS/Mobile Banking Services. Journal of Internet Banking and Commerce, 16(2):1–5. T. Sadeghi &K.Heidarzadeh Hanzaee, (2010). Customer satisfaction factors (CSFs) with online banking services in an Islamic country: I.R. Iran, Journal of Islamic Marketing, 1(3):249 – 267. Y. Shun Wang, Y. Min Wang, H. ‐Hui Lin& T.‐I Tang, (2003). Determinants of user acceptance of Internet banking: an empirical study", International Journal of Service Industry Management, 14 (5):501 – 519. Ghazi, S. R., Shahzada, G., Gilani, U. S., Shabbir, M. N., & Rashid, M. (2011). Relationship Between Students'self Perceived Multiple Intelligences And Their Academic Achievement. International Journal of Academic Research, 3(2):11-14. |