The Impact of Mobile Banking Service on Customer Satisfaction: A Case Study of Commercial Banks in China

Purpose – this report focus on this tends to present what is the relationship between mobile banking service in the financial industry in China and customer satisfaction and how transaction speed, accessibility, affordability, adaptability, ease of use, relative advantage, and perception of risk. Design/Methodology/Approach – This study mainly discusses the influencing factors of mobile banking service on customer satisfaction, and finally creates a new theoretical framework based on the analysis of the theoretical framework of the previous two works of literature. Findings – Through the research on the influence of mobile banking service on customer satisfaction, it is found that the speed of transactions of mobile banking, accessibility, affordability, adaptability, ease of use, and relative advantage have a significant impact on customer satisfaction. Research Limitations/Implications –The factors affecting customer satisfaction with mobile banking services mainly depend on the mobile banking services used. Different banks have different technologies and service standards, thus affecting customer satisfaction levels, so the factors of the survey are also limited. In addition, the scope of respondents in the questionnaire is small, and the data analysis is also limited to some extent. At the same time, especially before the COVID-19 pandemic, there is relatively little literature on the impact on mobile banking with customer satisfaction, and there are relatively few reference standards for research. Originality/value – this study is about the important influencing variables that affect mobile banking service and customer satisfaction.