Abstract:
Many banks in Sri Lanka are offering banking services through mobile banking
applications. However, not many studies measure user satisfaction of mobile banking
applications to help the bankers to design mobile app services, that are suitable for
and adoptable by bank customers. This study measured the level of user satisfaction
of mobile banking applications. Accordingly, the main aim of this study was to
measure user satisfaction on mobile banking applications and to compare it with
various banks' apps in the Polonnaruwa District.
A structured questionnaire was used as the method of data collection and selected200
licensed commercial banks' customers (Bank of Ceylon, People's Bank, Commercial
Bank, and Sampath Bank) in Polonnaruwa District as the sample of this study. The
convenience sampling method used to make the sampling frame and the quantitative
research approach was used for this study. Mainly researcher used frequency
distribution, meal and the standard deviation is used to determine the level of study.
An independent sample t-test was used to test the hypothesis.
The result indicated that differences in the degree of customer satisfaction in mobile
banking applications between private and state banks in the Polonnaruwa district.
Accordingly, private bank users responded their satisfaction is at a high level and state
bank users responded that their satisfaction is at a moderate level for content,
accuracy, user interface design (Format), and timeliness. Also, state bank users
responded that their satisfaction is at a high level and private bank users responded
their satisfaction is at a moderate level for ease of use and safety. Accordingly, both
sections must give high attention to improve poor services, and further should
maintain services in a better position
