Costumer satisfaction

A study by Ahmad and Haron (2014) found that perceived ease of use, perceived usefulness, and trust
significantly influenced customer satisfaction in internet banking. The study found that customers
were more satisfied when internet banking was easy to use and provided useful features that met
their needs. The study also found that trust was an essential factor in customer satisfaction, and
banks needed to establish a secure and reliable system to build trust with customers.

Another study by Mpinganjira et al. (2016) found that perceived usefulness, perceived ease of use,
and perceived trust significantly influenced customer satisfaction with mobile banking in South Africa.
The study found that customers were more satisfied when mobile banking was easy to use, provided
useful features, and established a high level of trust. The study also found that factors such as age,
education, and income influenced the adoption of mobile banking.

A study by Moustakas and Varsakelis (2013) found that customer satisfaction with internet banking
was influenced by several factors such as system quality, service quality, information quality, and
trust. The study found that system quality and service quality were the most critical factors in
customer satisfaction. Customers were more satisfied when the system was reliable, fast, and had a
user-friendly interface. Service quality factors such as responsiveness, empathy, and assurance also
influenced customer satisfaction.

Biography

Ahmad, N. and Haron, S., 2014. Investigating the effect of perceived attributes of e-banking on
customer satisfaction. Procedia-Social and Behavioral Sciences, 130, pp.142-148.
https://www.sciencedirect.com/science/article/pii/S1877042814010574

Mpinganjira, M., Duh, H.B.L. and Phiri, M., 2016. Factors influencing the adoption of mobile banking in
South Africa: a descriptive analysis. Journal of Economics and Behavioral Studies, 8(3), pp.90-99.
https://doi.org/10.22610/jebs.v8i3(J).1356

Moustakas, E. and Varsakelis, C., 2013. Customer satisfaction with internet banking services: an
empirical investigation. International Journal of Bank Marketing, 31(4), pp.235-258.
https://doi.org/10.1108/02652321311326327