Consumer satisfaction with M-banking in India: Influences and Implications.

The growth of M-banking and its widespread use has drawn an increasing amount of attention from financial institutions and other banking service providers dedicated to expansion of market share and establishing a better relationship with their consumers. Research has been mostly focused on consumer’s behaviour of m-banking adoption while existing users satisfaction evaluation has been rather limited. Therefore, this research seeks to identify the level of satisfaction amongst existing M-banking users and the factors influencing consumer satisfaction with regards to M-banking. The study first reviews existing literature of m-banking user satisfaction and segregates the quality dimension of m-banking into information quality and system quality and measure satisfaction with respect to consumers disconfirmation of both dimensions constructs. A quantitative research methodology was adopted to complete the research and an online survey was under taken. The survey data is analysed using SPSS 22. However, in contrast to literature evidence, constructs of information quality and system quality were found to be overlapping. A new research model is established and four factors: clarity & usefulness, timeliness & ease of use, information & security and access are tested. The empirical results showed disconfirmation of all the factors influenced m-banking user satisfaction. The factors relating to clarity & usefulness were found to be the most important to influence consumer satisfaction followed by timeliness & ease of use, information & security and access. Finally, based on the findings of the research several implications were suggested, research weakness was evaluated and scope of further research was presente