The factors influencing customer satisfaction in mobile banking

Name: Kiran Kumar Moragudi

keyword: Independent Study

ThaSH: Business management

Classification :.DDC: 332.17

; mobile banking

ThaSH: Electronic commerce

; service quality

ThaSH: User satisfaction

; customer satisfaction

ThaSH: Banks and banking -- Customer services

ThaSH: Banks and banking -- Automation

Abstract: The primary objectives of this study include assessing how mobile banking impacts customer satisfaction, as well as identifying key factors that influence customer satisfaction within the mobile banking domain. By focusing on customer behavior and preferences, the study aims to enhance service delivery and ensure high levels of customer satisfaction. To achieve these goals, the research employed documentary research methodology, which involves a thorough examination of user-friendly online platforms, mobile applications, and self-service tools designed to streamline the customer experience. The findings reveal that customer interface design, security, transaction speed, and customer support are critical in shaping customer satisfaction and loyalty. Enhancing these elements is essential for addressing customer concerns and improving overall satisfaction. The research further suggests that both service quality and customer satisfaction are vital preconditions for customer loyalty, with satisfaction serving as a mediator between service quality and loyalty. This study provides valuable insights for banks and financial institutions aiming to improve their mobile banking services. By aligning mobile banking strategies with customer needs, banks can enhance service quality, customer satisfaction, and ultimately, customer loyalty. The research concludes by underscoring the necessity for ongoing innovation and continuous enhancements in mobile banking services to meet evolving customer expectations, emphasizing that maintaining high service quality is crucial for sustaining customer loyalty.

Siam University. Library and Information Resource Center

Address: BANGKOK

Email: library@siam.edu

Name: Warangrat Nitiwannakul

Role: Advisor

Created: 2567

Modified: 2568-07-18

Issued: 2025-07-18

วิทยานิพนธ์/Thesis

application/pdf

eng

DegreeName: International Master of Business Administration (I.M.B.A.)

Level: Master's Degree

Descipline: International Business Management

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