The Effect of Using Financial and Banking Application Programs via Smart Phones on Customers' Satisfaction in Jordanian Commercial Banks

Abstract

The study aimed to identify the impact of using of financial and banking application programs via smart phones on customers' satisfaction in Jordanian commercial banks. The researcher depended on the analytical descriptive method for building the study. The population of the study included the customers of Jordanian commercial banks in the north region who use smart phones and financial and banking application programs through them. The researcher developed the study tool (the questionnaire) to collect information, and (500) questionnaires were distributed to the respondents, (90) of them were excluded, because the respondents do not use smart applications through phones. The researcher relied on (410) questionnaires and analyzed their data. The results of the study were: There is an impact of the applied and financial programs combined, which were represented in the following dimensions (cash transfer programs, bank statement programs, bill payment programs) on customers' satisfaction in Jordanian commercial banks. The data analysis showed that the dimension of bank statement programs gained the most interest by the respondents. Among the most important recommendations of the study were: Carrying out marketing campaigns aimed at increasing customers’ awareness of electronic banking services to acquaint customers with the advantages and benefits of the services provided through smart phones, their importance, and how to use them. Also, focusing on trust factors and providing necessary protection for phone applications because of their major role in attracting a larger segment of customers and increasing their level of satisfaction.