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4. Research Method
According to the study results, each demographical variable had a varied response rate. There were 63 females and 57 males, ranging in age from less than 20 to greater than 50, 90 subjects (66.7%) were aged 20-30. As to educational background, 90 subjects were master’s degree graduates. In relation to income, 57 subjects had a monthly salary of less than 300 Iranian Rials. Mean use of mobile bank frequently is less than 1 per month and 48.9% peoples replied their most place use of it is everywhere. Most used services of mobile bank are balance enquiry and buy prepaid recharge. 50.4% respondents used of Hamrah-e-Avval communication company. These data are shown Reliability and internal consistency of the multi item scales for each of the constructs were measured using Cronbach Coefficient Alpha. Reliability refers to the consistency, stability and repeatability of a data collection method. Ideally, the minimally CCA for primary research should be 0.7. CCA values are computed for each construct separately which ranged from point 0.701 to 0.883. These data are shown in table 3.
5. Analysis And Result
Table 4 shows the mean value depicting the overall customers’ satisfaction. As far as this descriptive statistics is concerned, customers’ satisfaction on mobile banking service is above satisfactory level (with a mean value of 3.15 on a 5-point Likert scale). In addition, mean of the SERVQUAL dimensions are above satisfactory level. Result of descriptive analyze shows the man satisfaction (mean = 3.24, Std. Deviation= 0.33) is more than women satisfaction. Calculate of correlation used to examine relationship between dependent variable and each independent variable. Results show the four variables tangible (0.204), reliability (0.342), responsiveness (0.282), and empathy (0.345) are significantly correlated with satisfaction (table 5). In other word, these four factors have positively relationship with customer satisfaction. However, the assurance factor does not have relationship with CS. These findings show that H2,H3,H4 and H6 hypotheses have confirmed. Nevertheless, H5 hypothesis does not have confirmed. The regression and ANOVA are used for test of first hypothesis. The overall regression and its ANOVA are summarized as follow:
From the ANOVA Test, it shows the table 7 Sig. value 0.05 is greater than the calculated Sig. value 0.002. It reflects the null hypothesis at 5% level of significance. It means there was a significant correlation between dependent variable and independent variables. Therefore, customer satisfaction level depends on quality dimension in mobile banking service. The overall predictability of the model is shown in the table 6 above. The adjusted R square value of .472 indicates that the model explains about 47% of the factors responsible for mobile Banking quality, which is significant (F=10.544, p < 002). F values imply that the model and data are well fit in explaining customer satisfaction in mobile banking.