Impact of Mobile Banking on Customer Satisfaction: Study Based on Commercial Banks in Sri Lanka

Abstract

Received: 10/09/2025 Revised: 14/12/2025 Mobile banking has revolutionized the banking sector by offering convenience, accessiAccepted: 28/02/2026 bility, and efficiency. As digital banking services expand, customer satisfaction has become Published: 15/06/2026 a crucial factor in determining the success of mobile banking platforms. The primary objective of this study is to examine the impact of mobile banking on customer satisfaction in commercial banks in Sri Lanka. Additionally, the study explores the relationship between key factors such as efficiency, ease of use, reliability, security, and privacy and their influence on customer satisfaction. This research focuses on licensed commercial banks (LCBs) in Sri Lanka, with a sample selected from customers of People's Bank, Hatton National Bank (HNB), and Amana Bank in the Kalmunai branch. A total of 390 mobile banking users participated in the study. Data was collected through a structured questionnaire and analyzed using the Statistical Package for Social Sciences (SPSS). Various statistical methods, including descriptive analysis, correlation analysis, and regression analysis, were employed to assess the relationships between the independent variables and customer satisfaction. The findings indicate that efficiency, reliability, and security have a significant positive impact on customer satisfaction, whereas ease of use and privacy do not show a significant influence. The study highlights the need for banks to enhance efficiency and reliability while addressing security concerns to improve customer satisfaction. Banks should focus on technological advancements, customer awareness, and personalized services to optimize mobile banking experiences. This study provides valuable insights for financial institutions to refine mobile banking strategies, improve service quality, and foster long-term customer trust and engagement in Sri Lanka’s banking industry.