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Digital transformation is predominantly used in a business context, but it also impacts the banking industry, which is involved in tackling customer-centric sense of increasingly demanding customers who value speed, cost efficiencies and value-added innovative services. Therefore, the main purpose of this study is to determine the relationship between e-service quality and user satisfaction regarding the use of mobile banking in the banking industry. The scope of this study was the public users who have experienced using mobile banking services such as Bank Islam Internet Banking, CIMBClicks, MayBank2U, iRakyat, MyBSN and others. A total of 146 respondents were included in this study. The data was analysed using partial least square (PLS) techniques through the SmartPLS 3.0 software. The result indicated that there was a positive and significant relationship between e-service quality and user satisfaction in the use of mobile banking services. The most influential factor on user satisfaction was security followed by cost and ease of use, while reliability, responsiveness and usefulness were not significantly influential. Therefore, the researchers highly recommended for the banking industry to plan tremendous approaches and build up suitable actions by focusing on those particular e-service elements that represent significant outcomes that obviously leads to better business performance to the company. The researchers also recommended for future research to be carried out on other industries using different methodologies such as longitudinal method, enlarging the sample size and using the qualitative approach.

The Relationship between E-Service Quality and User Satisfaction Regarding the Use of Mobile Banking in The Banking Industry