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The Consequences Of Mobile Banking Services On Customer E-Satisfaction In Pakistan

Author

Listed:
  • Samia Shaikh

    (Szabist University, Karachi, Pakistan)

  • Soobia Saeed

    (ILMA University, Karachi, Pakistan)

  • Muhammad Waqas

    (Lecturar, DHA Suffa University, Pakistan)

  • Farooque Ahmed Memon

    (Ilma University, Karachi, Pakistan)

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.

Suggested Citation

  • Samia Shaikh & Soobia Saeed & Muhammad Waqas & Farooque Ahmed Memon, 2018. "The Consequences Of Mobile Banking Services On Customer E-Satisfaction In Pakistan," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 14(1), pages 39-51.
    • Handle: RePEc:aib:ibtjbs:v:14:y:2018:i:1:p:39-51
    DOI: https://doi.org/10.46745/ilma.ibtjbs.2018.141.4
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    References listed on IDEAS

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    1. Saleh SALARI & Moslem SALAJEGHEH, 2011. "Analysis of Factors Affecting the Adoption of Internet Banking. Case Study:Customers of Mellat Bank in Isfahan City," Risk in Contemporary Economy, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, pages 304-310.
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    1. Samia Shaikh & Soobia Saeed & Muhammad Waqas & Farooque Ahmed Memon, 2018. "The Consequences Of Mobile Banking Services On Customer E-Satisfaction In Pakistan," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 14(1), pages 14-14.
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