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

Samia Shaikh (), Soobia Saeed (), Muhammad Waqas () and Farooque Memon
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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, 39-51

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 ESatisfaction.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 ESatisfaction 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:39-51

DOI: 10.46745/ilma.ibtjbs.2018.141.4

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