The Impact of Factors Influencing the Customer Satisfaction Of M-Banking Users

Abstract

The purpose of this study was to develop a new model that could integrate the level of customer satisfaction with the three aspects of the quality of the mobile banking service: the quality of the system, the quality of the interface design, and the quality of the information. This research was carried out in order to accomplish this goal. To be more explicit, the quality of the system, the quality of the interface design, and the quality of the information were all going to be merged into one system. Random sampling was executed to choose the participants from the sample group. 337 customers participated and these customers had already adopted, implemented and used the mobile banking apps and had the experience of using them to conduct banking transactions in order to collect the information required for the research. Reliability and validity tests were run using SPSS statistical software to validate the
research model. The hypotheses were tested using the partial least squares method. This led to the revelation that the effectiveness of the information supplied, the system, and the interface design had a substantial impact on a customer's satisfaction with the mobile banking service. The system's overall quality was the factor that defined the level of customer satisfaction