IMPACT OF MOBILE BANKING ON CUSTOMERS’ SATISFACTION

In the world of today's telecommunication and internet based digital business economy, mobile banking is a milestone for banking sector. Like other developing countries, the service firms like mobile banking services of Pakistan are very much conscious about the importance of customer satisfaction. This study attempts to empirically analysis the effect of mobile banking on customer satisfaction in the Pakistani banking sector. Study is based on 111 samples collected through selfadministrated survey. It is concluded that perceived usefulness, ease of use, credibility and customer attitude have significant influence on determination of customer satisfaction in banking sector. Study recommended that the Bank management should strive for providing more value added services in their mobile banking apps and design more user friendly m-banking apps to enhance customer experience so that more people can transact and fulfill their essential banking needs through mobile Banking.