Effect of perceived corporate innovation on customer satisfaction with Mobile Banking application at Chase Bank, Kenya

Abstract

The study sought to determine the effect of perceived corporate innovation on customer satisfaction with mobile banking application at chase bank, Kenya. In doing so, the study aimed at examining the effects of regular usage of mfukoni services on customer satisfaction, the effects of different factors prompting the uptake of mobile banking services on customer satisfaction as well as the effects of different factors limiting the uptake of mobile banking services on customer satisfaction at Chase Bank Kenya. The study employed both inferential and descriptive statistics in gathering, analyzing, interpreting and presenting the findings. The results of the descriptive research design showed the relationship between the different attributes of innovation and customer satisfaction. The study targeted a population of 7544 active mfukoni users. Multiple linear regression analysis was employed using the Statistical Package for Social Science (SPSS) software version 23 computer software. The results of the study show that mobile banking application is clear and easy to use and understand. Balance inquiry, cash deposit and account statement were found to be the frequently used mfukoni application services. Findings from the study also revealed that usage of different range of mfukoni services have got a positive and significant effect on the customer’s level of satisfaction. Improved efficiency of different mfukoni services increases the level of customer satisfaction. Therefore, in order to increase the customer’s level of satisfaction, banks need to ensure mobile bank application interface is clear and easy to use, implement mobile banking application that is efficient in carrying out transaction and finally banks management need to initiate programs that ensure accuracy of transactions