Customer Satisfaction in Mobile Banking Industry of Pakistan: A Quantitative Study

Mobile Banking has marked this decade as the latest technological advancement in financial sector. The motive behind adopting this technology is to provide customers ease of use and swift banking services at their door step. The advent of internet has led to M-commerce. It has enabled customers to conduct banking business with the help of mobile telecommunication devices. Developing countries like Pakistan have recently adopted this technology which has provided an opportunity for research, forecasting the factors that determine technology adoption. The study incorporates five factors of technology adoption: organizational, technological, strategic, functional and economic factor. The purpose of the study is to identify which of these factors perceive significance with respect to customer satisfaction.