Talk · International Academic Mindtrek Conference · October 11, 2016

The effects of mobile banking application user satisfaction and system usage on bank-customer relationships

Aijaz Ahmed Shaikh, Heikki Karjaluoto

Abstract

This study examines mobile banking (m-banking) application usage in Finland by linking it with customer-bank relationship development. Specifically, we examine how usage is related to relationship commitment, overall satisfaction, intention to recommend the bank and future intentions to remain with the bank. A survey was used to collect data from experienced m-banking application users. In total, 273 valid responses were received. The results support the hypotheses and reveal that user satisfaction with m-banking application usage has a strong positive association with usage of m-banking applications. Usage, in turn, was positively related to all examined bank-customer relationship related variables. The results have both theoretical and practical implications for m-banking usage and its effects on bank-customer relationships.

Technology Adoption and User BehaviourCustomer Service Quality and LoyaltyHealth, Technology, Consumer Behaviormobile bankinguser satisfactionsystem use

The effects of mobile banking application user satisfaction and system usage on bank-customer relationships

Abstract

More by Dr. Aijaz A. Shaikh