American International Journal of Research and Innovation

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Mobile Banking Service Quality and Customer Satisfaction

Author(s) Andreas Brøgger
Country United States
Abstract The rapid expansion of mobile banking services has transformed the traditional banking environment by providing customers with convenient, accessible, and technology-driven financial solutions. Mobile banking applications enable users to perform transactions, access account information, manage finances, and utilize digital financial services without geographical limitations. In this competitive digital banking environment, service quality has become a critical factor influencing customer satisfaction, trust, and continued usage intention.
This study examines the relationship between mobile banking service quality and customer satisfaction. The research explores key service quality dimensions, including reliability, security, usability, responsiveness, accessibility, and personalization, and evaluates their influence on customer perceptions and satisfaction levels. A conceptual analytical framework supported by simulated observations is developed to assess how mobile banking service characteristics contribute to improved customer experiences.
The findings indicate that reliability, security, and ease of use represent major determinants of customer satisfaction in mobile banking environments. Customers are more likely to demonstrate positive attitudes toward mobile banking platforms when services are secure, efficient, user-friendly, and responsive to their financial needs. However, challenges such as technical failures, cybersecurity concerns, limited digital literacy, and inconsistent service performance continue to influence customer experiences.
The study contributes to digital banking and service management literature by explaining the importance of service quality in developing sustainable customer relationships. The findings provide practical implications for banking institutions seeking to improve mobile banking platforms and enhance customer satisfaction in increasingly competitive financial markets.
Keywords Mobile Banking, Service Quality, Customer Satisfaction, Digital Banking, Financial Services, Customer Experience, Banking Technology
Field Engineering
Published In Volume 2, Issue 5, September-October 2020
Published On 2020-10-18
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