6533b856fe1ef96bd12b1dbe

RESEARCH PRODUCT

The effects of mobile banking application user satisfaction and system usage on bank-customer relationships

Karjaluoto HeikkiAijaz A. Shaikh

subject

Knowledge managementAssociation (object-oriented programming)02 engineering and technologyoveralla satisfaction020204 information systems0502 economics and business0202 electrical engineering electronic engineering information engineeringmobile bankingcontinuous usageintention to recommendMarketingta512Practical implicationsHardware_MEMORYSTRUCTURESMobile bankingbusiness.industry05 social sciencesUser satisfactionRelationship commitmentComputer user satisfactionsystem usageSystem usageuser satisfactionbehavioral intentionRelationship development050211 marketingbusinessrelationship commitment

description

This study examines mobile banking (m-banking) application usage in Finland by linking it with customer-bank relationship development. Specifically, we examine how usage is related to relationship commitment, overall satisfaction, intention to recommend the bank and future intentions to remain with the bank. A survey was used to collect data from experienced mbanking application users. In total, 273 valid responses were received. The results support the hypotheses and reveal that user satisfaction with m-banking application usage has a strong positive association with usage of m-banking applications. Usage, in turn, was positively related to all examined bank-customer relationship related variables. The results have both theoretical and practical implications for m-banking usage and its effects on bank-customer relationships. peerReviewed

yearjournalcountryeditionlanguage
2016-10-17Proceedings of the 20th International Academic Mindtrek Conference
https://doi.org/10.1145/2994310.2994330