A Direct Path Modeling of Mobile Banking Systems on User Satisfaction

Abstract

This study has examined user satisfaction with mobile banking systems where the users' experience played an essential role in the success of information systems design. The online banking users have requested to review the systems and provide feedback. The statistical analysis has been conducted using Structural Equation Modeling (SEM) analysis with Partial Least Square (PLS). The result showed that the satisfaction factor had been influenced by system quality, information quality, and service quality. The finding also found that information quality has positively influenced systems and service quality. This study suggests that the banking sector needs to improve quality in mobile banking, such as systems, information, and service qualities. In addition, frequent assessment of consumer banking behaviour is needed to predict user satisfaction and service competitiveness.