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Customers on the Move: Predicting Customer Satisfaction among Mobile Banking Users in Malaysia

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  • Mohammad Hafiz Abdul Razak
  • Muhammad Hafiz Abd Rashid
  • Firdaus Abdullah
  • Amirul Afif Muhamat
  • Ahmad Zuhairi Zainuddin

Abstract

In recent decades, the financial industry has seen rapid modernization of information technology and increased competition. Nevertheless, numerous past studies have shown that technological adoption in mobile banking is relatively low in certain Southeast Asian countries. Customers' opposition to mobile banking services is mostly attributed to a lack of knowledge, security worries, and technological difficulties. Therefore, financial service providers need to comprehend and meet customer expectations to enhance the mobile banking experience. In relation to this, the present research seeks to examine the determinants of customer satisfaction with mobile banking among Malaysian consumers. The findings demonstrate that perceived ease of use, efficiency, and responsiveness were significant in influencing customer satisfaction. However, interoperability, privacy and security, and reliability were not significant in affecting mobile banking satisfaction. The findings have implications for both theoretical and practical perspectives, highlighting the need for efficient mobile banking services, enhancing financial inclusion, and empowering individuals.

Suggested Citation

  • Mohammad Hafiz Abdul Razak & Muhammad Hafiz Abd Rashid & Firdaus Abdullah & Amirul Afif Muhamat & Ahmad Zuhairi Zainuddin, 2024. "Customers on the Move: Predicting Customer Satisfaction among Mobile Banking Users in Malaysia," Information Management and Business Review, AMH International, vol. 16(3), pages 589-598.
    • Handle: RePEc:rnd:arimbr:v:16:y:2024:i:3:p:589-598
    DOI: 10.22610/imbr.v16i3(I)S.4086
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    References listed on IDEAS

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    1. Markus K. Brunnermeier & Nicola Limodio & Lorenzo Spadavecchia, 2023. "Mobile Money, Interoperability, and Financial Inclusion," NBER Working Papers 31696, National Bureau of Economic Research, Inc.
    2. Rizwan Raheem Ahmed & Giedrius Romeika & Raimonda Kauliene & Justas Streimikis & Rimantas Dapkus, 2020. "ES-QUAL model and customer satisfaction in online banking: evidence from multivariate analysis techniques," Oeconomia Copernicana, Institute of Economic Research, vol. 11(1), pages 59-93, March.
    3. Malaquias, Rodrigo F. & Hwang, Yujong, 2019. "Mobile banking use: A comparative study with Brazilian and U.S. participants," International Journal of Information Management, Elsevier, vol. 44(C), pages 132-140.
    4. Deng, Zhaohua & Lu, Yaobin & Wei, Kwok Kee & Zhang, Jinlong, 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China," International Journal of Information Management, Elsevier, vol. 30(4), pages 289-300.
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