Factors Affecting Customers’ Experience in Mobile Banking of Bangladesh

Factors Affecting Customers’ Experience in Mobile Banking of Bangladesh

Dr. Nazrul Islam

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Md. Nafizur Rahman

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Nowshin Nower

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Md. Mostafa Asef Rafi

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Mayisha Tasnim Natasha

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Rashik Hassan

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Canadian University of Bangladesh

Factors Affecting Customers’ Experience in Mobile Banking of Bangladesh

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Abstract

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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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.

Data Availability

Not applicable for this article.

How to Cite 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

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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Classification

GJMBR-A Classification JEL Code: M19

Submission ReceivedDecember 6, 2018
Peer Review Double Blind
Handling Editor
Accepted December 31, 2018
Published January 15, 2019

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v1.2

Issue date

May 18, 2019

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Article Matrices

Total Score: 111

Country: Bangladesh

Subject: Global Journal of Management and Business Research - A: Administration & Management

Authors: Dr. Nazrul Islam, Md. Nafizur Rahman, Nowshin Nower, Md. Mostafa Asef Rafi, Mayisha Tasnim Natasha, Rashik Hassan (PhD/Dr. count: 1)

View Count (all-time): 189

Total Views (Real + Logic): 2887

Total Downloads (simulated): 1359

Publish Date: 2019 05, Sat

Monthly Totals (Real + Logic):

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Total Views: 2887

Total Downloads: 1359

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