Assessing the Relationship between Customer Satisfaction and Features of M-Banking Apps in Kenya

Abstract

Daniel (2007) defines M-Banking as the deployment of technology to offer services using systems that include short message services, Unstructured Supplementary Service Data (USSD), smartphone Apps, among others. M-Banking is a key aspect of financial services in many banks. Many banks have developed Apps as part of their M-Banking portfolio to enable their customers to access bank services. The banks have a clear expectation of improving their services in general to their customers and M-Banking has been the vehicle of choice in the last few years (Aggarwal, 2014). Their goal is to improve services to their customers.