A meta-analysis of satisfaction in mobile banking: a contextual examination

Abstract

Purpose

In mobile banking (m-banking), understanding the factors contributing to customer satisfaction is crucial for bank managers to design effective strategies for enhancing the uptake of mobile banking services. This study assesses the relationships between quality, technology acceptance and credibility factors and behavioural outcomes (actual use, continuance intention and loyalty) and satisfaction with m-banking. It further investigates the moderating influence of economy type, innovation level, connectivity level and sample size on all these relationships.

Design/methodology/approach

The study employs a meta-analysis technique and reviews 54 published studies to investigate the antecedents and consequences of satisfaction with m-banking.

Findings

The study finds a significant relationship between satisfaction with m-banking and quality, technology acceptance and credibility factors and behavioural outcomes. It concludes that the moderating effect of economy type, innovation level, connectivity level and sample size partially moderate the majority of the hypothesized relationships.

Research limitations/implications

Drawing on a comprehensive literature review, this study presents a novel framework elucidating the antecedents and behavioural outcomes of satisfaction with mobile banking. It contributes to the literature by exploring the moderating effects of sample size and country context on the relationships between these factors, presenting important implications for future mobile banking research.

Practical implications

This study has practical implications for m-banking service providers, offering insights into the factors that drive user satisfaction with mobile banking and highlighting the need for tailored strategies in different country contexts.

Originality/value

This study examines the effects of factors leading to satisfaction and the subsequent outcomes within the context of m-banking. The findings offer fresh perspectives that can be valuable for managers and policymakers, enabling them to enhance customer satisfaction in the realm of m-banking.

Citation

Kumar, P., Chauhan, S., Kumar, S. and Gupta, P. (2024), "A meta-analysis of satisfaction in mobile banking: a contextual examination", International Journal of Bank Marketing, Vol. 42 No. 3, pp. 357-388. https://doi.org/10.1108/IJBM-04-2023-0236