Investigating the effect of mobile banking quality dimensions on actual use in Sarmayeh Bank of Iran

Document Type : Original Article

Authors

1 Graduated from M.Sc. in Information Technology Management, Faculty of Management and Economics, Tarbiat Modares University

2 Assistant Professor at the Faculty of Management and Economics at Tarbiat Modares University

Abstract

Today, with the increasing development of technology and mobile applications of the bank, the desire of people to use mobile banking services has increased due to its unique features. Therefore, banks always try to maintain the quality and security of the bank's mobile applications, to create trust in their customers that encourages them to use mobile banking services. To the extent that mobile banking services are of high quality and consumers trust them, consumers' satisfaction and intention to use these programs will increase, which will affect their actual use of these services.
The present study is based on positivist philosophy and the research approach is deductive. The research strategy is descriptive and based on the selection of the research is quantitative and the research period is short-term and the data collection method is a questionnaire. SPSS16 and SmartPLS3.0 software were used to analyze the collected data. The results showed that the quality of services has a significant effect on satisfaction and intention to use mobile banking services. The quality of information provided does not have a significant effect on satisfaction and intention to use. The quality of the system has an effect on satisfaction but does not have a significant effect on the intention to use it. Trust has a significant effect on satisfaction but does not have a significant effect on intention to use. On the other hand, satisfaction has a significant effect on the intention to use and actual use.

Keywords

References

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