Empirical Review Of M-Banking User Satisfaction Using End User Computing Satisfaction (EUCS)

Mobile Banking (m-banking) recently obtainshigh popularity among banking sectors as a tool to assist customers in performing banking services independently.
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-banking is not only provided convenient facilities for customers to conduct banking transactions but could also increase the volume of banking transactions and service coverage. On the other hand, customer satisfaction with m-banking was also an important aspect to consider, so that the service met the expectation of various banking stakeholders. This study aimed to determine the level of user satisfaction with the m-banking application by implementing End User Computing Satisfaction (EUCS) as a theoretical basis for evaluating customer satisfaction. The study managed to collect as many as 200 valid responses from banking customers which were then analyzed using SEM-PLS. The results indicated that the fiveindependent variables could convincingly explain the dependent variable satisfaction of 44.2%. Furthermore, the research findings also showed that the variables of Accuracy, Ease of use, and Format had a significant relationship to user satisfaction where the t-test values were 2.253, 3.474, and 3.563 respectively. However, the hypothesis related to Content and Timeliness on satisfaction is not significant. As a result, the bank needs to pay special attention to and improve services on the two variables to match the expectations of customers.