The effects of mobile banking application user satisfaction and system usage on bank-customer relationships
Shaikh, A. A., & Karjaluoto, H. (2016). The effects of mobile banking application user satisfaction and system usage on bank-customer relationships. In Academic MindTrek'16 : Proceedings of the 20th International Academic MindTrek Conference (pp. 177-183). Association for Computing Machinery (ACM). https://doi.org/10.1145/2994310.2994330
© 2016 ACM. This is a final draft version of an article whose final and definitive form has been published by ACM. Published in this repository with the kind permission of the publisher.
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.
PublisherAssociation for Computing Machinery (ACM)
Parent publication ISBN978-1-4503-4367-1
Is part of publicationAcademic MindTrek'16 : Proceedings of the 20th International Academic MindTrek Conference
Publication in research information system
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- Kauppakorkeakoulu