Assessment of the Relationship between Mobile Banking Usage and Customer Satisfaction amongst University Students in Mombasa County, Kenya

Abstract

: The mobile revolution and technology innovation have significantly changed the banking sector. As a result, the banking sector has become one of those that is most dependent on consumer markets adopting new technology. By removing distance and time restrictions, the modern mobile revolution has not only made it possible for individuals to connect with one another globally but has also greatly improved the lives of many by giving them access to basic financial services through phone-based money storage and transfer. The revolution sparked by higher technological advancements has led to an abnormally high rate of global adoption for mobile banking services. The purpose of the study was to examine the association between customer satisfaction and mobile banking usage among university students in Mombasa County, Kenya. There are three main objectives of the study: to establish a relationship between student attitudes, mobile banking usage, and customer satisfaction among university students in Mombasa County, Kenya; to establish a relationship between technology proficiency, mobile banking usage, and customer satisfaction among university students in Mombasa County, Kenya; and to investigate a relationship between mobile banking service quality and customer satisfaction. The researcher relied on the financial intermediation theory, current economic theory, and innovation diffusions theory to achieve the objectives of this study. In order to understand how student attitudes, technological aptitude, the quality of the mobile banking service, and the usability of the product influence the use of mobile banking and customer satisfaction among university students in Mombasa County, Kenya, this study employed an explanatory research methodology. In order to determine the nature and intensity of a cause-and-effect relationship between the variables, explanatory research designs involve analyzing two or more variables. Students from colleges' satellite campuses in Mombasa County would make up the target group. Students from the 10 universities in Mombasa County made up the majority of the target audience. The study will choose 99-year-old students at satellite campuses dispersed throughout the colleges in Mombasa County. The Yamane (1967) method was used to estimate the results at a 95% confidence level (0.10 level of significance). The university students in Mombasa County were surveyed using standardized questionnaires in order to collect data. The questionnaires' closed-ended questions identified both independent and dependent variables, and they were graded on a Likert scale from 1 to 5 to quantify the information. The six main categories into which the survey was divided include demographic information, student attitudes, technological aptitude, and the standard of mobile banking services, product usability, and customer happiness. With the aid of IBM SPSS Statistics for Windows, Version 23.0, the obtained data was edited, cleaned, coded, and analyzed using both descriptive and inferential statistics. Tables, figures, and charts will be used to display and explain the results, along with supporting reasons.