The impact of mobile banking services on customer satisfaction and the factors that influence users' intention to use them

Abstract

Mobile banking services have witnessed a significant growth in recent years and become a popular way of conducting financial transactions. Libya, like many other countries, has also experienced a similar trend, where mobile banking services are becoming more prevalent. This abstract will discuss the current state of mobile banking services in Libya. The study focuses on the adoption and usage of mobile banking services in Libya. The research methodology employed a mixed-method approach, including a survey questionnaire and interviews with industry experts. The sample consisted of 420 mobile phone users in Libya who have used mobile banking services before. The study's data was analyzed using the software package for social science SPSS V.25. The study's findings abundantly supported the notion that perceived utility and consideration of ease of use, trust, social norms, and perceived risk had a direct and beneficial impact on the uptake of mobile banking. The study also identified several factors that could drive the adoption of mobile banking services in Libya, including increasing awareness campaigns about the service, improving the security and reliability of the service, and offering incentives to encourage more users to adopt the service. The study recommends that the bank should consider age differences and educational levels of customers while providing adequate and detailed explanations for older age groups and customers with lower educational levels. This will make them more acceptable and desirable to adopt mobile banking services.