The Impact of Mobile Banking Services on the Customer Satisfaction of Commercial Banks in Sri Lanka

Abstract

The primary focus of this study is to identify the decisive factors that affect customer satisfaction with Mobile Banking Services. The identified independent variables of the study are reliability, efficiency, flexibility, easy-to-navigate, and trust. Primary data was collected through a structured questionnaire from 120 mobile bank users of Commercial Banks in Sri Lanka. The study population was mobile banking users of commercial banks in the Colombo District of Sri Lanka. The hypotheses have been tested through multiple linear regression and the correlation coefficient has been used to identify the relationship between the dependent variable and independent variables. The findings of the study show that there is a statistically significant impact of the reliability, efficiency, easy-to-navigate, and trust dimensions of mobile banking services on customer satisfaction whereas flexibility has a statistically insignificant impact. Easy to navigate and reliability were the most influential dimensions compared to the rest of the mobile banking dimensions and the researcher recommended that commercial banks should expand the web and mobile app quality in order to achieve higher customer satisfaction with mobile banking services.