A Comparative study of Customer satisfaction with Mobile Banking Services
among Local and International Commercial Banks Customers in Senegal
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Nowadays, the major challenge for commercial banks is to keep their customers happy, even if keeping and satisfying a customer is costly than having new members. In this sense, commercial banks in Senegal have developed their satisfaction program. M-banking services become a useful tool in banking business strategy and contribute to customer satisfaction.The purpose of the study is to compare the impact of M-Banking services on Customer satisfaction of local and international commercial banks customers in Senegal. The research is characterized by seven variables which are efficiency, costs, re...
Nowadays, the major challenge for commercial banks is to keep their customers happy, even if keeping and satisfying a customer is costly than having new members. In this sense, commercial banks in Senegal have developed their satisfaction program. M-banking services become a useful tool in banking business strategy and contribute to customer satisfaction.The purpose of the study is to compare the impact of M-Banking services on Customer satisfaction of local and international commercial banks customers in Senegal. The research is characterized by seven variables which are efficiency, costs, reliability, ease of use, availability, personalization and security for Customer satisfaction in local and international commercial bank in Senegal.The test of our research model led to the development of a questionnaire which was distributed to the respondents to obtain primary data for analysis. Data collected was analyzed Smart PLS, which allowed us to show the reliability and validity of our research variables for this study. According to our correlation results, at 5% level of significance we realize that the difference of level cutomer satisfaction in local and international commercial ba
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