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THE CONSEQUENCES OF MOBILE BANKING SERVICES ON CUSTOMER E-SATISFACTION IN PAKISTAN

Samia Shaikh (), Soobia Saeed (), Muhammad Waqas () and Farooque Memon ()
Additional contact information
Samia Shaikh: Szabist University, Karachi, Pakistan
Soobia Saeed: ILMA University, Karachi, Pakistan
Muhammad Waqas: Lecturar, DHA Suffa University, Pakistan

IBT Journal of Business Studies (JBS), 2018, vol. 14, issue 1, 14-4

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 is collected through Questionnaire, including questions focusing on Cost Efficiency, Easiness and Security. Findings- The outcomes of the study suggest that Cost Efficiency, Easiness and Security has significant impact on Customer E-Satisfaction. However, Cost Efficiency and Security are in negative or inversely in relation but easiness factor is in positive relation. Practical Implications- The study provides 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 of this service.

Keywords: Mobile; Banking services; Customer Satisfaction; Pakistan (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:aib:ibtjbs:v:14:y:2018:i:1:p:14-4

DOI: 10.46745/ilma.ibtjbs.2018.141.04

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