Mobile Banking

RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND MOBILE
BANKING ADOPTION IN PAKISTAN

Abstract

With the emergent of new technology especially mobile technology as given new direction with respect to its corporate usage. Mobile banking is one of new way of banking with the emerging technology adopted by banks around the globe. The purpose of this research is to identify the key factors of mobile technology adoption which influence customer satisfaction in Pakistan. Questionnaires are used to conduct data collection and then analyzed using statistical techniques: regression analysis, correlation and factor analysis. The findings show that customer’s concerns about security, authenticity and reliability of the technology are of significance. The results imply that firms should focus upon IT application, innovative services, security, customer trust, convenience and risk as these are the key indicators of technology adoption.

1. INTRODUCTION

Today, financial sector firms are competing to increase their profit share in the market beside offering new product line to the customers. Among these firms, banks have radically shifted from traditional banking to branchless mode of banking. Adoption of latest technology has enabled banks to extend their customer base, where electronic banking has proved to be the chief advancement. Mobile banking can be categorized as the latest advancement in electronic banking, which has widened customers’ access to bank accounts through wireless channels. Mobile banking is a financial service where the bank customers perform balance inquiry, credit transfer, and other businesses according to instruction sent through the mobile phone [1]. From customers’ perspective adopting mobile banking services benefit in terms of convenience to perform banking transactions anytime and anywhere, with ease to use. Security is ensured, as banking transactions are encrypted and password-protected [2].

Pakistan has a successfully growing

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