Title | ||
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The effects of mobile banking application user satisfaction and system usage on bank-customer relationships. |
Abstract | ||
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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 m-banking 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. |
Year | DOI | Venue |
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2016 | 10.1145/2994310.2994330 | MindTrek |
DocType | Citations | PageRank |
Conference | 1 | 0.34 |
References | Authors | |
19 | 2 |
Name | Order | Citations | PageRank |
---|---|---|---|
Aijaz A. Shaikh | 1 | 71 | 5.25 |
Heikki Karjaluoto | 2 | 480 | 29.51 |