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

Author

Listed:
  • Sajid, Zoya
  • Iftikhar, Naba
  • Ghouri, Ushna
  • Siddiqui, Humbal
  • Uddin, Kaleem

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.

Suggested Citation

  • Sajid, Zoya & Iftikhar, Naba & Ghouri, Ushna & Siddiqui, Humbal & Uddin, Kaleem, 2021. "Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services," MPRA Paper 108938, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:108938
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    References listed on IDEAS

    as
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    2. Myra V. De Leon & Ringgold P. Atienza & Daniel Susilo, 2020. "Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1794241-179, January.
    3. Ali, Muhammad & Raza, Syed Ali, 2015. "Factors affecting to select Islamic Credit Cards in Pakistan: The TRA Model," MPRA Paper 64037, University Library of Munich, Germany.
    4. Syed Ali Raza & Nida Hanif, 2013. "Factors affecting internet banking adoption among internal and external customers: a case of Pakistan," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 7(1), pages 82-96.
    5. Raza, Syed Ali & Qazi, Wasim & Shah, Nida & Qureshi, Muhammad Asif & Qaiser, Shahzad & Ali, Ramsha, 2020. "Drivers of intensive Facebook usage among university students: An implications of U&G and TPB theories," Technology in Society, Elsevier, vol. 62(C).
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    8. Hong Yan & Kailing Pan, 2015. "Examining mobile payment user adoption from the perspective of trust transfer," International Journal of Networking and Virtual Organisations, Inderscience Enterprises Ltd, vol. 15(2/3), pages 136-151.
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    More about this item

    Keywords

    Mobile Phone; Online Banking services; Customer Satisfaction; Internet banking; e-banking in Pakistan.;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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