Determinants of Customer Satisfaction in Mobile Banking Services in Azerbaijan
Date Issued
2021-12-26
Author(s)
Mammadov, Fuad
Abstract
The quality of the products and services they offer has an important place in meeting the
customer demands of service enterprises. One of the most important building blocks that will
enable a business to stand out from the competition is to provide better quality services and to
provide trust. It is extremely important to ensure customer satisfaction as a result of the quality
of services offered within the banking sector.
Today, mobile banking, which is one of the alternative distribution tools in electronic banking,
has gained an important place among banking transactions by showing a rapid development.
The aim of this thesis study is to reveal the relationship and the effect between the variables that
enable customers using mobile banking to be satisfied with the service they receive.
It is also to determine whether customer satisfaction in mobile banking services differs according
to some demographic variables. For this purpose, a research was conducted on the customers of a
private bank aged 15-54 using mobile banking, living in Baku.
399 people participated in the research. The data needed in the research were collected using the
questionnaire technique, which is one of the quantitative research methods. The obtained data
were analyzed in SPSS 25.0 program.
According to the results of the study, the most important factors affecting customer satisfaction
in mobile banking are respectively ease of use, support given to the service provided, service
security, service performance, persuasion that the transactions are done correctly, the content of
the service offered and the efficiency of the transactions. It has been found that the variables of
education level, age level, income level, duration of use and frequency of use are effective on
customer satisfaction in mobile banking.
customer demands of service enterprises. One of the most important building blocks that will
enable a business to stand out from the competition is to provide better quality services and to
provide trust. It is extremely important to ensure customer satisfaction as a result of the quality
of services offered within the banking sector.
Today, mobile banking, which is one of the alternative distribution tools in electronic banking,
has gained an important place among banking transactions by showing a rapid development.
The aim of this thesis study is to reveal the relationship and the effect between the variables that
enable customers using mobile banking to be satisfied with the service they receive.
It is also to determine whether customer satisfaction in mobile banking services differs according
to some demographic variables. For this purpose, a research was conducted on the customers of a
private bank aged 15-54 using mobile banking, living in Baku.
399 people participated in the research. The data needed in the research were collected using the
questionnaire technique, which is one of the quantitative research methods. The obtained data
were analyzed in SPSS 25.0 program.
According to the results of the study, the most important factors affecting customer satisfaction
in mobile banking are respectively ease of use, support given to the service provided, service
security, service performance, persuasion that the transactions are done correctly, the content of
the service offered and the efficiency of the transactions. It has been found that the variables of
education level, age level, income level, duration of use and frequency of use are effective on
customer satisfaction in mobile banking.