Evaluating End User Satisfaction With Mobile Banking Applications. Case of Nairobi County.

Abstract

Introduction: Information technology (IT) has played a vital role in the number of innovations seen in the banking sector, key being mobile technologies. According to the Communications Authority of Kenya (CA) (First Quarter Sector Statistics Report For The Financial Year 2018/2019), mobile phone penetration is at 100%. The banking sector has noted this and in the past decade, have sought to take advantage by developing products to tap this potential through offering banking services via mobile phones commonly referred to as m-banking. With users continued adoption and uptake of m-banking applications, there has been limited discourse as to the evaluation of these applications on end-user’s satisfaction of the systems. Studying user satisfaction with Information Systems (IS) has been a key subject of research in Management Information Systems (MIS) for a long time. Methodology: This research aimed at evaluating the end-user satisfaction of m-banking applications by examining the systems attributes namely; information, system and support service attributes. The study adopted a quantitative and descriptive research approach. Purposive sampling method was used to select 384 respondents from Nairobi County. Data analysis was conducted using SPSS 21, tests done include; reliability test, one t-test sample, ANOVA and regression analysis. Results: 346 responses were received from a possible 384, a 90% response rate is considered adequate for data analysis and interpretation. The study focused on respondents with a bank account with any of the commercial banks in Nairobi (331 respondents 95.7%) and out of this 279 (84%) had registered and utilised the services of m-banking apps. Findings from one t-test sample analysis returned p values of <0.001 for the information, system and support service attribute satisfaction implying the results are statistically significant. In order of contribution to the dependent variable, the multiple regression returned R square of 0.816 revealing independent variables explained 81.6% of the variance. The results show that m-banking end-users satisfied with the information, system and support service attributes were in overall satisfied with the system and were more likely to continue using and recommending the system to others. Conclusion: The research recommends commercial banks and their IT team to improve the systems security features, presentation interface, handling of system errors and consistency in support services. This will greatly improve the end-user’s satisfaction of m-banking applications. 11 | P a g e Key words: Information technology, commercial banks, m-banking application, end-user satisfaction, m-banking system attributes.