Effect of mobile banking on customer satisfaction in first bank plc, plateau state of nigeria

Abstract

The study investigates the effect of mobile banking on customer satisfaction in First Bank Plc, Plateau State of Nigeria. The total population of the study was 56837 according to First Bank of Nigeria Plc report in 2015 and a sample size of 397 was derived using Taro Yamani formula. A point in time data was applied from primary data source using questionnaires. Simple regression and e-view statistical software package were used to analysis data and findings revealed that there was a significant relationship between mobile banking and customer satisfaction in terms of customer loyalty in First Bank Plc in Plateau State of Nigeria. It is therefore recommended that First Bank Plc in Plateau State of Nigeria should emphasis more on mobile banking insecurity control, minimization of network failure problem and reduction of double debt when using paypal transaction since it help in achieving customer satisfaction in terms of customer loyalty.