User Satisfaction and Its Impact on Mobile Banking Usage: A Task-Technology Fit Perspective
1.
Hari Singh Saud
– Assistant Professor, Central Department of Management, Far Western University, Mahendranagar, Kanchnapur, Nepal.
2.
Rajender Kumar
– Professor, Department of Commerce, Rajdhani College, University of Delhi, India.
3.
Lija Boro
– Assistant Professor, Department of Commerce, Aditi Mahavidyalaya, University of Delhi, India.
4.
Tonali Ayengia
– Assistant Professor, Department of Management, University of Science and Technology, Meghalaya, India.
Received -
Accepted -
Published 23-Mar-2026
Abstract
This study examines the impact of task-technology fit on user satisfaction and the actual use of mobile banking. Data were collected from 323 respondents from the Far Western Province of Nepal who are users of mobile banking. The data was analyzed using SPSS 26 and Smart PLS 4 software.
The results show that task characteristics (β = 0.417, p < 0.001) and technology characteristics (β = 0.399, p < 0.001) are effective in promoting the perceived task-technology fit. This fit has a strong positive effect on user satisfaction (β = 0.614, p < 0.001) which is a strong predictor of mobile banking use (β= 0.631, p < 0.001).
The effect size results between task-technology fit and satisfaction (f 2 = 0.855) as well as between satisfaction and usage behavior (f2 = 0.927) highlights their substantial importance. The model fit indices was an acceptable representation of the observed data (SRMR = 0.038; NFI = 0.863) in the proposed structural model.
The study contributes to the literature on the Task-Technology Fit (TTF) theory by looking into its usage in the digital banking industry of developing economies. It empirically confirms the task-technology fit and customer satisfaction in affecting actual usage of mobile banking. The
results have practical implications for financial institutions in order to
enhance the mobile banking features to match the task requirements of
customers by improving customer satisfaction and make mobile banking
more sustainable.
Keywords Far Western Province, Fintech Adoption, Mobile Banking, Nepal, PLS-SEM, Satisfaction, Task-Technology Fit
