Article | Open Access | Published: 10 July 2018
THE CONSEQUENCES OF MOBILE BANKING SERVICES ON CUSTOMER E-SATISFACTION IN PAKISTAN
| Views: | 23 | | | Downloads: | 15 |
Abstract:
Purpose: The purpose of this research is to identify the key factors of mobile Bankingtechnology adoption which influence customer E- satisfaction in Pakistan as Mobile banking has manifest itself as an evolving technology adopted by banking industry around the world.Methodology/Sampling: Multiple Regressions has been used to test the due which iscollected through Questionnaire, including questions focusing on Cost Efficiency, Easinessand Security. Findings: The outcomes of the study suggest that Cost Efficiency, Easiness and Security hassignificant impact on Customer E-Satisfaction. However, Cost Efficiency and Security are innegative or inversely in relation but easiness factor is in positive relation.Practical Implications: The study provides better understanding of major factors effectingCustomer E-Satisfaction in Mobile banking services. Banks can make their mobile bankingservices smoother by focusing on these factors to grab the increasing demand of this service.
Keywords:
Mobile, Banking services, Customer Satisfaction, Pakistan
Publisher:
ILMA UNIVERSITY
Published:
10 July 2018
Issue:
Issue 1 : Volume 14
E-ISSN:
2409-6520
P-ISSN:
2414-8393
This is an open access article distributed under the terms of the Creative Commons Attribution CC BY 4.0 license, which permits any use, distribution, and reproduction of the work without further permission provided the original author(s) and source are credited.