Investigating the Factors Affecting the Use of Mobile Banking by Customers (Case Study: Data of Branches of National Bank of Mazandaran Province)
Subject Areas : business management
Hooman Shababi
1
(Department of Management, Non-Profit-Non-Governmental Higher Education Institute Rah-e Danesh Babol Mazandaran.Babol, Mazandaran. Iran.)
Mahmoud Yahyazadehfar
2
(Department of Business Management, University of Mazandaran. Mazandaran, Iran.)
Maryam Ghiasabadi Farahani
3
(Department of Business Management, Young and Elite Researchers Club of Islamic Azad University, Arak, Iran.)
Arash Geran Orimi
4
(Department of Business Management, Rah-e-Danesh-e-Babol Non-Profit Higher Education Institute. Mazandaran. Iran.)
Keywords: Mobile Banking, satisfaction, customer loyalty,
Abstract :
Business and business practices are one of the most important areas that were rapidly and strongly influenced by the use of new information and communication technologies and the Internet. One of these services is mobile banking. The purpose of this study is to investigate the factors affecting the use of mobile banking by customers of National Bank branches in Mazandaran province. This research is applied in terms of purpose and descriptive-survey in terms of data collection method. The statistical population of the study was the customers of the branches of the National Bank of Mazandaran province, from which 384 people were selected based on the Cochran's formula and the available probability sampling method. The data collection tool was a questionnaire and PLS software was used for its analysis. The results showed that performance expectations, facilitator conditions, motivation, price value, habit, system quality and service quality have a significant effect on e-banking. Also, customer consumption of e-banking has a significant effect on satisfaction and loyalty and the hypotheses of effort expectation, social impact and information quality do not have a significant effect on e-banking.
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