THE IMPACT OF MOBILE BANKING ON CUSTOMER SATISFACTION: COMMERCIAL BANKS OF NAMIBIA (KEETMANSHOOP)

Romario Gomachab () and Bernardus Franco Maseke ()
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Romario Gomachab: Independent Researcher, Keetmashoop, Namibia
Bernardus Franco Maseke: Independent Researcher, Keetmashoop, Namibia

Journal of Internet Banking and Commerce, 2018, vol. 23, issue 02, 01-18

Abstract: Technology is a driving force in the global age and is taking over in every way; mobile and internet banking is just a few examples of the ever developing technology advancements. Mobile banking is a new way of banking, as it makes it easier for consumers to access their finances, even from rural/remote areas. For the commercial banks to improve on the current mobile banking services they provide to the consumers they should first find out what the expectations of consumers are and whether they are satisfied with the current services provided by the banks. This study adopted a quantitative design to determine the factors of mobile banking that influences customer satisfaction. Data was collected from a simple random sample of 60 respondents using a self-administered structured questionnaire. Findings uncovered that the majority of the respondents’ were FNB customers, who were/are aged below 25 years and of this respondents’, 57% were female with a high school level of education; they are mostly students with an income of below N$ 5000, whereby they are all registered with mobile banking and were influenced by the mobile banking advertisements. The results also revealed that the most frequently used service is airtime purchases and the least frequently used service is the allocation of funds and that mobile banking services in the Keetmanshoop banking sector has an overall satisfaction rate of 75% is reliable, convenient, cost effective, available on different mobile networks, advertisements are encouraging, service is compatible with mobile devices, income (social aspect of transacting) of respondents influences the usability of mobile banking and mobile banking services are more secure than branch based services.

Keywords: Mobile Banking; Customer Satisfaction; Customer Expectations (search for similar items in EconPapers)
JEL-codes: A11 (search for similar items in EconPapers)
Date: 2018
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