Abstract:
Mobile banking applications would be an attractive way of providing banking
services and it could contribute to the development of the nation through the
promotion of better financial services. But, like in any emerging technology, there
exist barriers to the adoption of mobile banking applications. The aim of the study is
to measure the impact of using mobile banking applications on customers' satisfaction
for selected commercial banks in the Manmunai North division of Batticaloa district.
The instrument for data collection was a five-point Likert scale type structured
questionnaire. This study uses six dimensions as the independent variables such as
reliability, security, ease of use, efficiency, responsiveness, and convenience, while
customer satisfaction was taken as the dependent variable.
For this study, 290 customers have responded out of 300 samples from the Manmunai
North division of Batticaloa district. Further, the researcher used convenience
sampling methods to design the sample from selected commercial banks wtrictr are the
People's Bank, Bank of Ceylon, Commercial Bank of Ceylon, Sampath Bank, and
Hatton National Bank. The collected data analysis was done using Statistical Package
for Social Sciences (SPSS) 22.0 vercion and correlation, simple and multiple
regression analysis, were used to determine the significant relationship between
independent and dependent variables.
The results showed that the overall independent variable and dimensions have a
strong positive correlation while ease of use and efficiency has a medium positive
correlation with customers' satisfaction. Overall dimensions of mobile banking
applications have statistically significant impact on customers' satisfaction, u'hile
efficiency has an insignificant impact on customers' satisfaction for this study. The
researcher recommended that the bank should give more time and effort to activate
and develop mobile banking applications to do many different banking transactions in
order to reach customers' satisfaction.
