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Effect of Mobile Banking Quality on ...

Babatunde, Abdullahi Adio.

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Effect of Mobile Banking Quality on Bank Customers Satisfaction in Selected Deposit Money Banks in Ilorin Metropolis.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Effect of Mobile Banking Quality on Bank Customers Satisfaction in Selected Deposit Money Banks in Ilorin Metropolis./
Author:	Babatunde, Abdullahi Adio.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2018,
Description:	115 p.
Notes:	Source: Masters Abstracts International, Volume: 80-03.
Contained By:	Masters Abstracts International80-03.
Subject:	African history. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10928979
ISBN:	9780438373105

Effect of Mobile Banking Quality on Bank Customers Satisfaction in Selected Deposit Money Banks in Ilorin Metropolis.
Babatunde, Abdullahi Adio.

Effect of Mobile Banking Quality on Bank Customers Satisfaction in Selected Deposit Money Banks in Ilorin Metropolis. - Ann Arbor : ProQuest Dissertations & Theses, 2018 - 115 p.

Source: Masters Abstracts International, Volume: 80-03.

Thesis (M.S.)--Kwara State University (Nigeria), 2018.

This item must not be sold to any third party vendors.

Highly competitive market that characterizes the banking industry has compelled the players in this industry to satisfy their customers electronically, specifically, through the Global System for Mobile Communication (GSM) network. This practice is generally described as mobile banking. The extent to which mobile banking has been able to satisfy the customers remains an open question. Against this background, the study examined the effect of mobile banking quality on bank customer satisfaction in selected deposit money banks in Ilorin Metropolis. The determined the impact of mobile banking accessibility on bank customer satisfaction; to examined the effect of mobile banking responsiveness on bank customer satisfaction, and to assessed the effect of mobile banking reliability on bank customer satisfaction. The study adopted survey design with the target population of 15,112 domiciled bank customers of four selected deposit money banks out of which 389 bank customers were selected. Interval: Data collected via summated rating scale was analyzed using multiple regression analysis. The findings from the study revealed that; mobile banking accessibility had a significant positive effect on bank customers satisfaction at 0.05% level of significant, with (p-value 0.000); mobile banking responsiveness had a significant positive effect on bank customers satisfaction at 0.05% level of significant with (p-value 0.000), and mobile banking reliability also had a significant positive influenced on bank customer satisfaction at 0.05% level of significant with (p-value 0.000). In view of the findings, the study concludes that mobile banking quality had a strong positive relationship with bank customer satisfaction. In line with the findings the study recommended that; deposit money bank should improve their collaboration with the mobile service providers in the provision of electronically driven bank product to broaden customer access to bank service delivery; bank should design an electronic feedback system to address unavoidable service failure to improve response from mobile banking service, and bank should direct their investment towards the facility that may guaranty the reliability of the mobile banking service.

ISBN: 9780438373105Subjects--Topical Terms:

3172531
African history.

Effect of Mobile Banking Quality on Bank Customers Satisfaction in Selected Deposit Money Banks in Ilorin Metropolis.
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520 $a Highly competitive market that characterizes the banking industry has compelled the players in this industry to satisfy their customers electronically, specifically, through the Global System for Mobile Communication (GSM) network. This practice is generally described as mobile banking. The extent to which mobile banking has been able to satisfy the customers remains an open question. Against this background, the study examined the effect of mobile banking quality on bank customer satisfaction in selected deposit money banks in Ilorin Metropolis. The determined the impact of mobile banking accessibility on bank customer satisfaction; to examined the effect of mobile banking responsiveness on bank customer satisfaction, and to assessed the effect of mobile banking reliability on bank customer satisfaction. The study adopted survey design with the target population of 15,112 domiciled bank customers of four selected deposit money banks out of which 389 bank customers were selected. Interval: Data collected via summated rating scale was analyzed using multiple regression analysis. The findings from the study revealed that; mobile banking accessibility had a significant positive effect on bank customers satisfaction at 0.05% level of significant, with (p-value 0.000); mobile banking responsiveness had a significant positive effect on bank customers satisfaction at 0.05% level of significant with (p-value 0.000), and mobile banking reliability also had a significant positive influenced on bank customer satisfaction at 0.05% level of significant with (p-value 0.000). In view of the findings, the study concludes that mobile banking quality had a strong positive relationship with bank customer satisfaction. In line with the findings the study recommended that; deposit money bank should improve their collaboration with the mobile service providers in the provision of electronically driven bank product to broaden customer access to bank service delivery; bank should design an electronic feedback system to address unavoidable service failure to improve response from mobile banking service, and bank should direct their investment towards the facility that may guaranty the reliability of the mobile banking service.
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