Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Accountıng and Finance

The rapid advancement of technology has significantly transformed the banking industry, with mobile banking emerging as a pivotal element in modern financial services. Despite considerable research on m-banking adoption that has appeared in international journals across disciplines, limited number of previous academic studies has examined the adoption of mobile banking from the customers’ perspective. This study explores the adoption of mobile banking and its impact on customer satisfaction. It examines the factors influencing the adoption of mobile banking, including perceived ease of use, perceived Performance efficacy, Effort expectancy, social influence and Transactional risk. The objectives of the study included investigation of the critical factors influencing adoption of mobile banking Services and determination of customer mobile banking services satisfaction. The study was undertaken in Kismayo and targeted a specific population of mobile banking consumers. A descriptive cross-sectional survey research design was adopted and data was collected from 200 sampled respondents who formed 66% of the calculated sample. Using STATA data management software, descriptive statistics were used to analyze relationships between continuous and categorical variables, Cross-tabulation was used to establish the association between these variables, the significance of the association was determined by the Pearson’s chi-square value while multi-regression model best specified was used in determination of factors that influence mobile banking users’ satisfaction. Results from the descriptive analysis showed that Performance efficacy, Effort Expectancy and Social influence had a positive statistical significance on the mobile banking users’ behavioral intentions. Additionally, the findings indicate that there is significant relationship between performance expectancy, social influences and Behavioral intention and Mobile banking customer satisfaction.