TY - GEN
T1 - Assessing customer satisfaction of m-banking in Oman using SERVQUAL model
AU - Al-Zadjali, Mohamed
AU - Al-Jabri, Himyar
AU - Al-Balushi, Taiseera
N1 - Publisher Copyright:
© 2015 IEEE.
PY - 2015/11/25
Y1 - 2015/11/25
N2 - Mobile banking (m-banking) is a technology trend that is leveraged to become very important channel for banks to compete and deliver their services to customers. Knowing how to enhance this service is going to return positively on the earnings of the bank. This research paper studies the customer satisfaction while using mobile banking in Oman based on SERVQUAL model. The five factors of SERVQUA1 were studied and it was reviled that reliability and tangibility had the strongest positive relation with customer satisfaction in positive way. Furthermore, assurance and responsiveness has moderate positive relationship. However, empathy had a very weak relation with customer satisfaction. The results will help banks to precisely study the factors that they need to improve e-baking service satisfaction.
AB - Mobile banking (m-banking) is a technology trend that is leveraged to become very important channel for banks to compete and deliver their services to customers. Knowing how to enhance this service is going to return positively on the earnings of the bank. This research paper studies the customer satisfaction while using mobile banking in Oman based on SERVQUAL model. The five factors of SERVQUA1 were studied and it was reviled that reliability and tangibility had the strongest positive relation with customer satisfaction in positive way. Furthermore, assurance and responsiveness has moderate positive relationship. However, empathy had a very weak relation with customer satisfaction. The results will help banks to precisely study the factors that they need to improve e-baking service satisfaction.
UR - http://www.scopus.com/inward/record.url?scp=84958233980&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84958233980&partnerID=8YFLogxK
U2 - 10.1109/ICSESS.2015.7339031
DO - 10.1109/ICSESS.2015.7339031
M3 - Conference contribution
AN - SCOPUS:84958233980
T3 - Proceedings of the IEEE International Conference on Software Engineering and Service Sciences, ICSESS
SP - 175
EP - 178
BT - ICSESS 2015 - Proceedings of 2015 IEEE 6th International Conference on Software Engineering and Service Science
A2 - Babu, M. Surendra Prasad
A2 - Wenzheng, Li
PB - IEEE Computer Society
T2 - 6th IEEE International Conference on Software Engineering and Service Science, ICSESS 2015
Y2 - 23 September 2015 through 25 September 2015
ER -