Assessing customer satisfaction of m-banking in Oman using SERVQUAL model

Mohamed Al-Zadjali, Himyar Al-Jabri, Taiseera Al-Balushi

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publicationICSESS 2015 - Proceedings of 2015 IEEE 6th International Conference on Software Engineering and Service Science
PublisherIEEE Computer Society
Pages175-178
Number of pages4
Volume2015-November
ISBN (Electronic)9781479983520
DOIs
Publication statusPublished - Nov 25 2015
Event6th IEEE International Conference on Software Engineering and Service Science, ICSESS 2015 - Beijing, China
Duration: Sep 23 2015Sep 25 2015

Other

Other6th IEEE International Conference on Software Engineering and Service Science, ICSESS 2015
CountryChina
CityBeijing
Period9/23/159/25/15

ASJC Scopus subject areas

  • Software

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  • Cite this

    Al-Zadjali, M., Al-Jabri, H., & Al-Balushi, T. (2015). Assessing customer satisfaction of m-banking in Oman using SERVQUAL model. In ICSESS 2015 - Proceedings of 2015 IEEE 6th International Conference on Software Engineering and Service Science (Vol. 2015-November, pp. 175-178). [7339031] IEEE Computer Society. https://doi.org/10.1109/ICSESS.2015.7339031