Examining the drivers of mobile banking satisfaction: a case study of banks in Nairobi, Kenya

Abstract

The expansion of mobile banking has changed financial service delivery in Nairobi, Kenya. The study undertakes the exploration of factors influencing customer satisfaction in mobile banking through banks in Nairobi. It examines usability, security, functionality, performance, and customers' support using Multiple Linear Regression. Data was collected through an online survey that was analyzed using MLR. The results showed that performance was the only significant negative predictor of customer satisfaction, therefore suggesting that users valued speed, reliability, and efficiency more than usability, security, and customer support. This contrasts with earlier studies where usability and support services were given more weight as the determinants of satisfaction. The study fills a gap in the literature by highlighting that mobile banking users in Nairobi are increasingly raising their expectations, which appear to prioritize transaction speed above other traditional user experience elements. With the limitations posed in relation to generalization by convenience sampling, the study contributes to existing literature providing data-driven insights for financial institutions to enhance mobile banking performance and service delivery. The recommendations were given on enhancing speed of transactions, improving uptime of the system, and improving reliability of the back end in order to hit higher with customer satisfaction and customer retention.