Investigating the effect of Mobile Banking on Productivity and Service Quality: Cases from UAE Banking Sector

Abstract

"The number one benefit of information technology is that it empowers people to do what they want to do. It lets people be creative. It lets people be productive. It lets people learn things they didn't think they could learn before, and so in a sense it is all about potential." The American businessman Steve Ballmer once said. Nowadays, being up to date with the changes in the market is a necessity for a successful business as applying mobile banking services resulted in some great changes in the bank’s working system. The mobile banking application has improved the working environments for everyone involved including employees and customers; Being able to access the information when is needed and approving the transactions digitally considered an important usage of mobile banking application. However, this paper covers the effect of mobile banking on productivity and quality; it has literature review and research findings from analyzing the responses that supported research hypotheses. It also includes other aspects such as the challenges that banks are facing because of the implementation mobile banking services. However, the results indicated a significant positive impact on mobile banking adoption. Finally, the paper concludes some recommendations to enhance the provided services and improve the customers’ satisfaction.