2026-09-21T19:55:04Z https://meral.edu.mm/oai

oai:meral.edu.mm:recid/00008774 2024-09-05T06:25:24Z 1582963436320:1582965701379

Factors Affecting Customer Trust and Satisfaction in KBZ Mobile Banking ( Ei Ei Hlaing, 2023) Ei Ei Hlaing The main purpose of the study is to analyze the factors: structure assurance, information quality, and system quality, effecting on customer trust and its effect on customer satisfaction in KBZ M-Banking. In this survey descriptive method and multiple regression analytic methods were used in order to meet the objectives of the study. The sample size was calculated by Cochran (1977) formula. The structured survey questions were distributed to 240 KBZ M-banking users in Yangon. The result indicated that structural assurance and information quality strongly significant effect on trust, system quality with slightly significant effect on the trust. All these three factors have statistically significant effects on customer satisfaction in KBZ M-banking. Furthermore, trust also strongly significant effects on satisfaction in M-banking service. Therefore, in order to gain its customer satisfaction, KBZ bank should improve these influencing factors while building customer trust. This study will assist KBZ bank to develop its mobile products and to retain its customers’ intention to use its banking service and how to maintain its customer satisfaction while building its customer trust for future development. 2023-12-01 https://meral.edu.mm/records/8774