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Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services

Zoya Sajid, Naba Iftikhar, Ushna Ghouri, Humbal Siddiqui and Kaleem Uddin

MPRA Paper from University Library of Munich, Germany

Abstract: Mobile banking is a convenient solution to access the financial services from anywhere around. Corporates, entrepreneurs and business person can easily use mobile apps to directly receive money from customers to phone numbers to process payments and save time. Mobile technology allows banks to reduce operating costs while maintaining customer satisfaction – but how real and true is this in Pakistan? The purpose of this study is to figure out what are the primary drivers of mobile banking adoption in Pakistan and how they affect customer satisfaction... Banking as a developing technology is being adopted by the surrounding banking departments. The research includes a survey and analysis based on a total of 250 replies, the majority of which were from Karachi, Pakistan. PLS-SEM was utilized in the study to test the research model and hypothesis. The data reveal that service quality, structural assurance, system quality, information quality, task characteristics, and task characteristics all have a favorable impact on consumer satisfaction, whereas, trust fully mediates the relationship. So because data was acquired from a small number of people, the study may be biased because the results are self-reported and respondents may have answered incorrectly, making the findings less credible.

Keywords: Mobile Phone; Online Banking services; Customer Satisfaction; Internet banking; e-banking in Pakistan. (search for similar items in EconPapers)
JEL-codes: M1 M3 (search for similar items in EconPapers)
Date: 2021
New Economics Papers: this item is included in nep-ict, nep-isf and nep-pay
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