Mobile Banking and Customers Satisfaction: A Study of Academic and Non Academic Staff of Federal University Otuoke Bayelsa State, Nigeria

Abstract

This study examined customers’ satisfaction with mobile phone banking services. Specifically, the study assessed the level of customers’ satisfaction with mobile phone banking services and the effectiveness of banks Mobile Apps as the driver of customers’ satisfaction. The survey method was adopted in the study. Four formulated hypotheses were tested using simple linear regression analysis. The study revealed that nine out of the eleven dimensions of the drivers of customers’ mobile banking services report a moderate level of satisfaction while the remaining two posted a satisfaction index of neither satisfied nor dissatisfied. The tests of hypotheses showed that there is a direct relationship between the dimensions of the driver of internet banking services and customer satisfaction.  Arising from this, the study concluded that convenience is the primary reason banks customers’ resort to mobile phone banking.  In the light of the foregoing,  the study recommends’ that banks management develop more friendly, easy to use and efficient mobile banking applications for customers, that government policy on rural banking be pursued with greater vigor through the establishment internet connectivity network and put in place policies to encourage mobile services providers to provide rural network bases.