The Study On Influencing Factors Of Mobile Banking Customer Satisfaction

With the development of3G mobile networks and the popularity of smart phones, thenumber of customers and transaction volume of mobile banking have grown rapidly. Mobilebanking has become a new profit growth point and market development point in the bankingsector. At present, mobile banking in China is still in the development process. Although mostbanks have launched mobile banking to meet the needs of the customer, the quality of serviceshould be improved. Mobile banking is a banking service that combines traditional bank andmobile communications company. In view of the important role of the banking sector of mobilebanking, this article hopes to make recommendations for future development of mobile bankingby analyzing the influencing factors of customer satisfaction.Based on the former literature of service quality and customer satisfaction theory,combining the characteristics of mobile banking, this article constructs the model of MobileBanking Customer Satisfaction influencing factors. Then the article uses the questionnaire tocollect data, and analyze the data to get the result. The main conclusions of this article is thattangible, security, ease of use, empathy, responsiveness, and economy of mobile banking have acertain impact on customer satisfaction. The impact of ease of use, economy and responsivenessimpact are higher than tangible, security and empathy. Finally, this article puts forward thespecific implementation of the proposed to the conclusion of the study for different influencingfactors, respectively increasing the customer satisfaction.