The Impact of Mobile Banking on Enhancing Customers’ E-Satisfaction: An Empirical Study on Commercial Banks in Jordan

Abstract

Recently, banking services begin via mobile appear on a large scale as has become one of the latest services offered by commercial banks in Jordan. So to make banking transactions via mobile, the researcher links banking service via mobile to effect on customer E-satisfaction, therefore, the customers are getting banking service on their own without the need for assistance by the bank employee. The Importance of the subject of mobile banking service and the importance of focusing on the service provided by the banks adopted, this study use seven dimensions that are very important to provide this service and they are: reliability, flexibility, privacy, accessibility, ease of navigation, efficiency, safety, where the aim of this study is to measure the impact of using banking services via mobile to effect on customer e-satisfaction.The study sample consisted of 360 customers from 400 who use banking services via mobile in the following banks: Jordan Ahli Bank, Union Bank, HSBC Bank, Capital Bank and has been tested hypotheses through simple regression, the results indicated that there is an effect of use mobile banking services to reach customer e-satisfaction. The results showed that there is a statically significant impact of the overall dimensions of mobile banking service on customer E-satisfaction and after performing a simple regression that Privacy and accessibility are more influential comparing of the rest of the mobile banking dimensions. The researcher recommended that the bank should give more time and effort to activate and develop mobile banking services to do many different banking transactions in order to reach a customer E-satisfaction.

Empirical validation of the decomposed theory of planned behaviour model within the mobile banking adoption context

“…In the context of m-banking, word-of-mouth plays a vital role in shaping attitudes and in turn behaviour. The literature confirms that there is an association between adopting m-banking and modernity; in addition to high accessibility, efficiency, and ease (Asfour and Haddad, 2014).…”

The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust

“…The banking sector has always been interested in using effective and new technology to provide the best services to their customers. After acceptance of internet banking, mobile banking has been utilized to complete numerous operations that customers need (Asfour and Haddad, 2014). The more that banks improve their services, the more people will talk about them on social media via e-wom.…”

Empirical validation of the decomposed theory of planned behaviour model within the mobile banking adoption context

“…The authors argue however, that subjective norms hold no impact on intentions. Nevertheless, considering that subjective norms refer to social expectations and judgment (Lin, 2007), the literature highlights the association between m-banking users ad advancement (Asfour and Haddad, 2014). As a result, the literature concludes potential correlations between subjective norms and behavioural intentions.…”

“…In the context of subjective norms, using technological innovations is considered a symptom of progress. It is admitted mobile banking is becoming an accepted practice of the daily modern life with acknowledged advantages (Asfour and Haddad, 2014).…”

“…Mobile applications today offer a direct link between the device used and the bank's internal network, which allows banks to control the security measures governing user interactions. Since these apps are custom-tailored solutions, banks can make use of a variety of security tools that best meet their individual requirements, including SSL encryption, two-factor authentication, and others (Asfour and Haddad, 2014).…”