Factors Affecting Customers’ Experience in Mobile Banking of Bangladesh

1
Dr. Nazrul Islam
Dr. Nazrul Islam
2
Md. Nafizur Rahman
Md. Nafizur Rahman
3
Nowshin Nower
Nowshin Nower
4
Md. Mostafa Asef Rafi
Md. Mostafa Asef Rafi
5
Mayisha Tasnim Natasha
Mayisha Tasnim Natasha
6
Rashik Hassan
Rashik Hassan
1 Canadian University of Bangladesh

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Bangladesh is a densely populated country of the world. More than 170 million people live in this country. Mobile banking is a very important and new phenomenon in Bangladesh. In recent years, mobile banking has got highest importance by the customers in the country as it provides immense scope for consumers for banking transactions at any time with the option to access bank’s facilities anywhere of the country. It is a subset of electronic banking, the use of which is increasing day by day in Bangladesh. Hence, this paper aims at indentifying the factors that influence the customer experience in mobile banking in Bangladesh. This study is based on a survey of 231 mobile banking customers of nine private commercial banks of Bangladesh. Literature review identified some factors related to mobile banking like convenient and responsive system, transaction speed and accuracy, reliability, transaction security in ATM booth and technological difficulty that affect customers’ experience in mobile banking systems etc. Both descriptive and inferential statistics were used to analyze the data. Descriptive statistics were used to describe the present situation of the mobile banking systems in Bangladesh.

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Not applicable for this article.

Dr. Nazrul Islam. 2019. \u201cFactors Affecting Customers’ Experience in Mobile Banking of Bangladesh\u201d. Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 19 (GJMBR Volume 19 Issue A5): .

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GJMBR Volume 19 Issue A5
Pg. 37- 49
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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May 18, 2019

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Bangladesh is a densely populated country of the world. More than 170 million people live in this country. Mobile banking is a very important and new phenomenon in Bangladesh. In recent years, mobile banking has got highest importance by the customers in the country as it provides immense scope for consumers for banking transactions at any time with the option to access bank’s facilities anywhere of the country. It is a subset of electronic banking, the use of which is increasing day by day in Bangladesh. Hence, this paper aims at indentifying the factors that influence the customer experience in mobile banking in Bangladesh. This study is based on a survey of 231 mobile banking customers of nine private commercial banks of Bangladesh. Literature review identified some factors related to mobile banking like convenient and responsive system, transaction speed and accuracy, reliability, transaction security in ATM booth and technological difficulty that affect customers’ experience in mobile banking systems etc. Both descriptive and inferential statistics were used to analyze the data. Descriptive statistics were used to describe the present situation of the mobile banking systems in Bangladesh.

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Factors Affecting Customers’ Experience in Mobile Banking of Bangladesh

Dr. Nazrul Islam
Dr. Nazrul Islam Canadian University of Bangladesh
Md. Nafizur Rahman
Md. Nafizur Rahman
Nowshin Nower
Nowshin Nower
Md. Mostafa Asef Rafi
Md. Mostafa Asef Rafi
Mayisha Tasnim Natasha
Mayisha Tasnim Natasha
Rashik Hassan
Rashik Hassan

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