Customer Satisfaction with Cell Phone Banking in South Africa

The purpose of this study was to investigate the factors influencing satisfaction with cell phone banking in South Africa. The study followed a qualitative approach in which in-depth interviews were conducted with a set of South African cell phone banking users. Thematic analysis was employed to analyse the data. It was confirmed that factors known to influence satisfaction with other electronic services such as Internet banking were of relevance for cell phone banking too, i.e. Service Quality; Information Quality, System Quality; Transaction and Payment Quality, Perceived Usefulness, Innovativeness, Trust and Security. In addition it was found that prior electronic banking experience, the type of phone used and the type of banking service employed play a secondary role in influencing customer cell phone banking satisfaction. These findings are discussed and implications drawn.