Abstract:
This work investigated the factors affecting mobile banking user's satisfaction in
Gampaha District. Specifically, the study examined the effect of Effort Expectancy of
mobile banking service, mobile banking Information Quality, System Quality and
mobile banking Service Quality on User's satisfaction.
Four hypotheses were formulated for the study. Relevant conceptual, theoretical and
empirical literatures were reviewed. The study was anchored on the theory of reasoned
action. The study adopted survey research design and convenience sample method used
to make the sample the sample size of 200. Primary data sourced through structured
questionnaire were used in the study. The data were analyzed using descriptive
statistics, Pearson correlation, and regression analysis
The study found that Information Quality of mobile making application has significant
effect on user's satisfaction. The study also found that System Quality has significant
effect on user's satisfaction. The study further found that mobile banking Service
Quality has significant effect on user's satisfaction. Finally, the study found that Effort
Expectancy of mobile banking has significant effect on user's satisfaction.
The study recommends amongst others that banks should improve their effort
expectancy, system, service and information quality for mobile banking. That way,
bank customer confidence in mobile banking
