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Relationship between Customer Satisfaction and …
Abstract Mobile banking has marked itself as an emerging technology adopted by banks around the globe. The purpose of this research is to identify the key factors of mobile technology adoption which influence Customer Satisfaction in Pakistan. Questionnaires are used to conduct data collection and then analyzed using statistical techniques: regression analysis, correlation and factor analysis. The findings show that Customer s concerns about security, authenticity and reliability of the technology are of significance. The results imply that firms should focus upon IT application, innovative services, security, Customer trust and risk as these are the key indicators of technology adoption. Index Terms Customer Satisfaction , mobile banking, strategic endorsement, technological innovation.
devices” [11]. The technologies generally used for mobile banking are Interactive Voice Response (IVR), Standalone Mobile Application Clients, Short Messaging Service (SMS)
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