Assessment of Customers’ Satisfaction in Mobile Banking Services: The Mediating Role of Ease of Use

Abstract

Mobile banking has reshaped the financial industry worldwide by offering user-friendly and efficient banking solutions through mobile devices. In Bangladesh, the use of mobile banking has notably risen due to developments in technology, higher mobile phone usage, and a rising need for useful financial services. Mobile banking services have played a crucial role in promoting financial empowerment, especially among the countryside and distant unbanked population. Therefore, the aim of this research was to examine the factors affecting customers’ satisfaction in mobile banking services in the mediating role of ease of use. Quantitative type research was applied and the study used descriptive research design. A standardized questionnaire was used to collect 402 data points from Bangladeshi customers using a purposive sampling method. A partial least square structural equation modeling (PLS-SEM) approach was used to evaluate the data and test the hypotheses. The PLS-SEM analysis method demonstrated that perceived usefulness, cost of service, responsiveness, and ease of use have a positive impact on customers’ satisfaction in mobile banking services. The findings also showed that the ease of use has a significant role in mediating the relationship between three factors (perceived usefulness, security and trust, and responsiveness) and customers’ satisfaction in mobile banking services. This research adds to theoretical discourse by examining the transformation of customers’ satisfaction with mobile banking services in the perspective of Bangladesh.