The satisfaction of saudi customers toward mobile banking in Saudi Arabia and the United Kingdom

Al-Otaibi, Sultan, Aljohani, Naif Radi, Hoque, Md Rakibul and Alotaibi, Fahd S. (2018) The satisfaction of saudi customers toward mobile banking in Saudi Arabia and the United Kingdom. Journal of Global Information Management, 26 (1), 85-103. (doi:10.4018/JGIM.2018010105).

Abstract

Rapid advancements in technology over the last two decades played a key role in increasing the utilizations of mobile banking applications. Banks are providing this service to allow their customers to access their accounts anytime anywhere. Although many studies have assessed user satisfaction of mobile banking, most of these studies have been done in developed countries and only a few have compared mobile banking in developing with developed countries. This study assessed user satisfaction of mobile banking in both the United Kingdom and Saudi Arabia. Above 100 online questionnaires were collected from individuals who have experience in using mobile banking applications in both the UK and Saudi Arabia. The results show that system quality has a significant effect on customer satisfaction in the UK, but not in Saudi Arabia. Secondly, both information quality and interface design quality have significant effects on customer satisfaction in both the UK and Saudi Arabia. However, the overall findings from this study suggest that respondents are more satisfied with mobile banking in the UK than with mobile banking in Saudi Arabia.

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