The Flow Experience Within The Mobile Banking Services

ii) Marketing strategies can be segmented into different types of clients. This increases efficiency and reduces costs.

In this context of increasing interest in mobile shopping and its impact on the consumer experience, this chapter will

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Kats, Y. (2013). E-Learning Service Delivery Quality: A Determinant of User Satisfaction. In Learning Management Systems and Instructional Design (p. 89 & 265). PA: IGI Global.

Mobile banking is also popularly known as SMS banking or M-banking. It is the latest development in the banking sector that enables us to conduct banking transactions by using the mobile phone.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

The Harvard Business School case study Mobile Banking for the Unbanked explores two very different examples of mobile financial service models:

The idea behind this study is of great significance because e-commerce (online shopping) has grown tremendously since the turn of the century. It has shaped the way people do shopping for the most part.

The modified Delone & McLean model includes user satisfaction (Wang & Liao, 2008). The user satisfaction is influenced by the system, information, and service quality. Increases in quality tend to increase the user satisfaction. The user satisfaction also has an influence on the intention to use the system. Furthermore, the modified model adds user technical capabilities as an aspect related to user satisfaction. Individuals who have greater technical capabilities are more likely to be satisfied with well-designed systems (Petter, DeLone & McLean, 2013).

M-commerce is on a development track. It is increasing expanding acknowledgment amongst various areas of the general public. This development can be followed back to innovative and demographical advancements that have affected vital parts of the socio-social conduct in today's reality. The requirement for versatility is by all accounts an essential main impetus behind M-Commerce applications, for example, Mobile Banking, Mobile Entertainment and Mobile

The definition of Zeithaml & Bitner (2003) is slightly different from that of Thomassen: “Satisfaction is the consumer fulfilment response. It is a judgement that a product or service feature, or the product of service itself, provides a pleasurable level of consumption-related fulfilment.” The emphasis of Zeithaml & Bitner is thus on obtaining a certain satisfaction in relation to purchasing

Customer experience is the internal and subjective response customers have to any direct or indirect contact with a company (Meyer and Schwager,2007). Gentile et al. (2007) state that: “The customer experience originates from a set of interactions between a customer and a product, a company, or part of its organization, which provoke a reaction. This experience is strictly personal and implies the customer’s involvement at different levels (rational, emotional, sensorial, physical, and spiritual)”. Customer satisfaction is actually the outcome of a series of customer experiences (Meyer and Schwager, 2007). Customer satisfaction are mostly defined and studied as experiences that exceed customer expectation (Heskett, Sasser, and Schlesinger 1997),which can be regarded as excellent customer experience.

Customer satisfaction is is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both mental and physical factors which correspond with fulfillment practices, for example, return and suggest rate. The level of fulfillment can likewise differ contingent upon different choices the client may have and different items against which the client can look at the association's

In a society where technology has already advanced significantly, innovation and growth further encompass those who accept the opportunity of change. This is prevalent with the new progression of the traditional banking system. The previously established banking process involved multiple tangible items - credit cards, checkbooks, and cash. This all has changed drastically within the past 10 years with the development of mobile banking. Mobile banking incorporates web-based transactions and abilities, mobile payments, and other financial relations all-stemming from a mobile device. It has become widespread due to the accessibility, ease, and the number of users continually joining the mobile banking movement. Not only have the United States and Canada been affected, but mobile banking and payments are becoming an international norm. Great progress has positively impacted many banking institutions; however, concerns of security and personal privacy have halted its implementation among the US population. Though it can be viewed as a broad topic, mobile banking is portrayed through its changes and advancements with mobile payments, network effects, overall international influences, market landscape, and mixed perceptions of security within the model.

Citibank had designed its own mobile banking software that can be downloaded and installed on more than 100 handsets over any carrier’s network