Influence of Mobile Banking Applications, Service Quality on Customer Satisfaction: The Case of Kenya Commercial Bank Iwacu in Burundi

Abstract

This study sets out the influence of Mobile banking applications, service quality on customer satisfaction. It is focused on KCB Iwacu as a case of this study. The purpose of this study was to find out how mobile banking applications, service quality influence the satisfaction of customer with a view of improving commitment, loyalty, feedback, recommendations, and retention in KCB Iwacu. The study was guided by three specific objectives such as to: assess the relationship between mobile banking applications and customer satisfaction; examine the relationship between service quality and customer satisfaction; and study factor structure of mobile banking applications, service quality and customer satisfaction in KCB Iwacu. The research employed descriptive and correlational survey designs in its methodology and used a quantitative research approach. Self-administered questionnaires were used to collect data from a sample size of 240 derived from a target population of 420 using Krejcie and Morgan (1970) formula. Simple random sampling and purposive sampling were used to select the sample. From the findings, a positive relationship between mobile banking applications and customer satisfaction was found (r = 0.407, P-value < 0.01). Also, it indicates a significant positive relationship between service quality and customer satisfaction (r = 0.511, P-value < 0.01). Result shows (R= 0.707) in a combination of Mobile Banking Applications and Service quality while assessing the level to which they can predict customer satisfaction in KCB Burundi with particular reference to the KCB Iwacu mobile banking application. As conclusion, there is the need for the bank to acquire improved technologies/systems and hire tech-savvy people, orient them on the Bank’s customer handling policy before assigning the tasks in order to optimally attain their goals. The study recommends KCB Bank to introduce easy to use mobile banking applications, create more KCB Iwacu outlets to improve coverage and train agents.