The role of mobile banking in determining customer satisfaction

Abu Zamri, Nur Batrisyia Aznie (2024) The role of mobile banking in determining customer satisfaction. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Banking services and technology have undergone significant expansions in recent years due to the proliferation of mobile devices like smartphones and tablets as well as the increasing complexity of the banking business. Even while mobile banking offers multiple advantages, this is not a guarantee that all customers will continue to use the new mobile banking servicesthat have been offered. The mobile banking that is used needs to be able to fulfill our requirements to our satisfaction by those specifications. Customers will be able to use mobile banking with a sense of satisfaction once this is implemented. Therefore, the primary objective of this research is to determine the variables that impact the degree of consumer satisfaction with mobile banking services. Convenience and affordability, ease of use, and relative advantage all have a major influence on customer satisfaction, according to the study's findings about the impact of mobile banking services on customer satisfaction. Furthermore, mobile banking has been found to provide a comparative advantage. The variables influencing customer satisfaction with mobile banking services are mostly determined by the mobile banking services used. Quantitatively, 386 people will be given a standardized questionnaire. Descriptive statistics, Pearson correlation analysis, and multiple regression modeling were used to examine the 386 responses. Self-administered questionnaires were used to compile the data. The results of the study show that convenience and accessibility play a key role in determining customer satisfaction among those who use mobile banking in Selangor, Malaysia. Subsequent research can investigate the provided conceptual framework or integrate other factors for a more complete analysis.

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