Relationship between Customer Satisfaction and Mobile Banking Adoption in Pakistan

Saleem, Zohra; Rashid, Kashif

doi:10.7763/ijtef.2011.v2.162

Cited by 55 publications

(49 citation statements)

References 20 publications

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“…Done by the researcher based on (Khraim et al, 2011;Saleem & Rashid, 2011;Khrais, 2011;Ma & Zhao, 2012).…”

Section: Figure 1 Study Modelmentioning

confidence: 99%

“…It facilities quick feedback and helps in customer retention and customer loyalty (Saleem & Rashid, 2011).…”

Section: Importance Of Mobile Bankingmentioning

confidence: 99%

“…More powerful solutions can link you directly into the office network while working off-site to access such resources as your database or accounting systems (Saleem & Rashid, 2011).…”

Section: ) Flexibilitymentioning

confidence: 99%

“…The latest adoption of using technology has helped banks to extend their customer base, while electronic banking has proved to be the main advancement. Mobile banking categorized as the latest development in electronic bank services, while the bank customers can review: Balance inquiry, credit transfer, check account, SMS, payment transaction and other businesses according to banks instruction that send to them through mobile phones (Saleem & Rashid, 2011).…”

Section: Introductionmentioning

confidence: 99%

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The Impact of Mobile Banking on Enhancing Customers’ E-Satisfaction: An Empirical Study on Commercial Banks in Jordan

Asfour¹,

Haddad

2014

IBR

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Recently, banking services begin via mobile appear on a large scale as has become one of the latest services offered by commercial banks in Jordan. So to make banking transactions via mobile, the researcher links banking service via mobile to effect on customer E-satisfaction, therefore, the customers are getting banking service on their own without the need for assistance by the bank employee. The Importance of the subject of mobile banking service and the importance of focusing on the service provided by the banks adopted, this study use seven dimensions that are very important to provide this service and they are: reliability, flexibility, privacy, accessibility, ease of navigation, efficiency, safety, where the aim of this study is to measure the impact of using banking services via mobile to effect on customer e-satisfaction.The study sample consisted of 360 customers from 400 who use banking services via mobile in the following banks: Jordan Ahli Bank, Union Bank, HSBC Bank, Capital Bank and has been tested hypotheses through simple regression, the results indicated that there is an effect of use mobile banking services to reach customer e-satisfaction. The results showed that there is a statically significant impact of the overall dimensions of mobile banking service on customer E-satisfaction and after performing a simple regression that Privacy and accessibility are more influential comparing of the rest of the mobile banking dimensions. The researcher recommended that the bank should give more time and effort to activate and develop mobile banking services to do many different banking transactions in order to reach a customer E-satisfaction.

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“…Done by the researcher based on (Khraim et al, 2011;Saleem & Rashid, 2011;Khrais, 2011;Ma & Zhao, 2012).…”

Section: Figure 1 Study Modelmentioning

confidence: 99%

“…It facilities quick feedback and helps in customer retention and customer loyalty (Saleem & Rashid, 2011).…”

Section: Importance Of Mobile Bankingmentioning

confidence: 99%

“…More powerful solutions can link you directly into the office network while working off-site to access such resources as your database or accounting systems (Saleem & Rashid, 2011).…”

Section: ) Flexibilitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The Impact of Mobile Banking on Enhancing Customers’ E-Satisfaction: An Empirical Study on Commercial Banks in Jordan

Asfour¹,

Haddad

2014

IBR

View full text Add to dashboard Cite

show abstract

“…A similar investigation was done by Alsqqa (2017). Saleem & Rashid (2011) concluded with the same argument that customers are concerned about the security of data, authenticity, and reliability.…”

Section: A Review Of the Relevant Literaturementioning

confidence: 97%

Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect

Aldeehani¹

2018

BEH

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In this paper, we investigate the possible bidirectional causal relationship between bank efficiency and client satisfaction in the banking sector of Kuwait. For this purpose, we applied structural equation model (SEM) methodology. Based on a 5-point Likert scale questionnaire, data was gathered from Islamic banks (IBs) clients and conventional banks (CBs) client. We found a significant evidence of a, relatively, higher client satisfaction for IBs. The findings, also, provide evidence of a positive and significant bilateral causal relationship between client satisfaction and bank efficiency. This is a result that confirms an anticipated theoretical proposition related to the ultimate goal of firm value maximization. Discussions, interpretations, implications, and recommendations are provided. JEL Classifications: G20

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Disentangling Technostress and Financial Stress Impacts on Users’ Psychophysiological Responses and Coping Behaviors in the Context of Mobile Banking

Korosec-Serfaty

Vasseur

Léger

et al. 2021

HCI in Business, Government and Organizations

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Relationship between Customer Satisfaction and Mobile Banking Adoption in Pakistan

Cited by 55 publications

References 20 publications

The Impact of Mobile Banking on Enhancing Customers’ E-Satisfaction: An Empirical Study on Commercial Banks in Jordan

The Impact of Mobile Banking on Enhancing Customers’ E-Satisfaction: An Empirical Study on Commercial Banks in Jordan

Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect

Disentangling Technostress and Financial Stress Impacts on Users’ Psychophysiological Responses and Coping Behaviors in the Context of Mobile Banking

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