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A Study on the Factors Influencing Customer Satisfaction of Mobile Banking  

Yum, Chang-Sun (Division of Business Administration, Pukyong National University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.31, no.2, 2008 , pp. 122-131 More about this Journal
Abstract
The purpose of this study is to find out the factors of customer satisfaction as the critical success factors of mobile banking. Based on previous exploratory work and a review of the literature of customer satisfaction, nine key factors are identified: perceived usefulness, perceived easy of use, perceived ubiquity, perceived safety, perceived tangibles, perceived reliability, perceived responsiveness, perceived assurance, and perceived empathy. A conceptual model is developed and hypotheses are empirically examined using multiple regression analysis. The result of this research are summarized as follows: First, perceived usefulness, perceived easy of use, perceived safety, and perceived empathy have significant influence on customer satisfaction. Second, customer satisfaction has significant influence on reuse intention and word-of-mouth intention.
Keywords
Mobile Banking; Customer Satisfaction; Reuse Intention;
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