An integrated model of mobile banking service quality and customers’ satisfaction: Evidence from Jordanian mobile banking users

Abstract

The study aimed at developing a new model that integrates mobile banking service quality in its three dimensions: Information quality, system quality, and interface design quality, with customers’ satisfaction. The study used a survey method for collecting data and a sample of (439) customers downloading mobile banking applications and practicing banking transactions was selected randomly. The study model was validated using the validity and reliability measures in the SPSS statistical program, and Partial Least Square technique was used for testing the model hypotheses. As a result, it was found that information quality, system quality, and interface design quality significantly affected customer’s satisfaction to use mobile banking service whilst system quality was found the most predictive one for the customer’s satisfaction.