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Abstract

Nowadays a major challenge for commercial banks is to develop and execute a mobile banking strategy that creates value for their customers and encourages them to switch to the mobile banking channel from the more costly traditional channels. This study attempts to assess the impact of mobile banking services on customers’ satisfaction with special reference to the state-owned commercial banks in Batticaloa District. This study conducted based on the quantitative method and the primary data to address both independent & dependent variables were collected through close-ended questionnaires. The total population of this study is total customers of state commercial banks in Batticaloa District who are using mobile banking services. Out of these populations, 307 samples were selected through disproportionate stratified sampling method to assure representation of all customers in the selected banks. As a result, correlation analysis explores a positively significant linear relationship between mobile banking services and customers’ satisfaction. The regression analysis indicates that mobile banking services are useful to explain the variation in customers’ satisfaction. Data were collected only from state-owned commercial banks in Batticaloa district. Therefore, this study may not be generalizable to the whole financial sector in Sri Lanka and worldwide. Further research can be carried to assess the impact on the customers’ satisfaction of whole financial institutions in Sri Lanka.

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