Impact of Mobile Banking Services on Customer Satisfaction

Bys: Janvier, Bayisingize, Normand, Hatungimana, Aaron, Karagiwenimana

This article explores the transformative influence of mobile banking services, with a particular focus on Bancobu's eNoti platform, on customer satisfaction within Burundi's dynamic financial sector. As mobile banking continues to revolutionize access to financial services in developing countries, the nuanced effects on user contentment remain underexplored. Employing a rigorous mixed-methods approach, the research combines qualitative and quantitative data collection, with a primary focus on qualitative coding to ensure data reliability and validity. The target population includes Bancobu's entire active customer base in Bujumbura, totaling around 10,000 individuals, with particular attention to 4,500 users of eNoti who engaged with the platform at least once in the past six months. The findings highlight that targeted improvements in infrastructure, security, and user education are essential for enhancing overall customer satisfaction and the success of Bancobu's mobile banking services.

• Format: Paperback
• Language: English
• ISBN: 620969781X
• ISBN13: 9786209697814
• Release Date: February 2026
• Publisher: LAP Lambert Academic Publishing
• Length: 124 Pages
• Weight: 0.39 lbs.
• Dimensions: 0.3" x 6.0" x 9.0"