Title: Investigating the effects of factors influencing on the satisfaction of m-banking users

Authors: Manisha Raj; Kakoli Biswas; Sambit Kumar Pradhan; Yaatra Khalil Khan; Himanshu Parcha; Sampada Iyer

Addresses: Symbiosis Centre for Management Studies, SIU, Pune, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' SAL Institute of Management, Ahmedabad, Gujarat, India

Abstract: This study aimed to develop a new model that would integrate the level of customer satisfaction with the three aspects of the quality of the mobile banking service: the quality of the system, the quality of the interface design, and the quality of the content. The participants in the sample group were chosen randomly from a group of 337 customers who had previously downloaded mobile banking apps and had experience using them to conduct banking transactions to collect the information required for the research. The research model was verified using validity and reliability criteria. The study model's hypotheses were then tested using the partial least squares method. This led to the revelation that the effectiveness of the information supplied, the system, and the interface design substantially impacted a customer's satisfaction with the mobile banking service.

Keywords: mobile banking; m-banking; satisfaction; e-transaction; service quality.

DOI: 10.1504/IJICBM.2025.146683

International Journal of Indian Culture and Business Management, 2025 Vol.35 No.2, pp.253 - 270

Received: 22 Jan 2023
Accepted: 17 Aug 2023
Published online: 13 Jun 2025 *

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