Factors Affecting Customers’ Experience in Mobile Banking of Bangladesh

18 Pages Posted: 16 May 2019

See all articles by Nazrul Islam

Nazrul Islam

Canadian University of Bangladesh

Mohitul Mustafi

Uttara University - School of Business

Md. Nafizur Rahman

Bangladesh University of Professionals (BUP)

Nowshin Nower

Bangladesh University of Professionals (BUP)

Md. Mostafa Asef Rafi

Bangladesh University of Professionals (BUP)

Mayisha Tasnim Natasha

Bangladesh University of Professionals (BUP)

Rashik Hassan

Bangladesh University of Professionals (BUP)

Sharmina Afrin

Uttara University - School of Business

Date Written: December 23, 2018

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. Inferential statistics like factor analysis, multiple regression analysis and Structural Equation Modeling (SEM) were used to identify the relationships between the overall experience of the mobile banking customers and the specific factor(s) that affect customers experience in mobile banking. Results show that the convenient and responsive system, transaction security in ATM booth and technological difficulty are significant factors that affect the customers experience in mobile banking of Bangladesh. This study suggests that the policymakers should focus on the convenient and responsive system of mobile banking, transaction security in ATM booth and technological difficulty factors that affect customers experience in doing mobile banking for the improvement of the mobile banking services in Bangladesh.

Keywords: Mobile Banking, Responsive System, Transaction Security, technical difficulty, Transaction Security

Suggested Citation

Islam, Nazrul and Mustafi, Mohitul and Rahman, Md. Nafizur and Nower, Nowshin and Rafi, Md. Mostafa Asef and Natasha, Mayisha Tasnim and Hassan, Rashik and Afrin, Sharmina, Factors Affecting Customers’ Experience in Mobile Banking of Bangladesh (December 23, 2018). Available at SSRN: https://ssrn.com/abstract=3305925 or http://dx.doi.org/10.2139/ssrn.3305925

Nazrul Islam (Contact Author)

Canadian University of Bangladesh ( email )

House 99, Road 11, Block C, Banani,
Dhaka, 1213
Bangladesh
8801716370643 (Phone)
880258952047 (Fax)

HOME PAGE: http://www.cub.edu.bd

Mohitul Mustafi

Uttara University - School of Business ( email )

Bangladesh

Md. Nafizur Rahman

Bangladesh University of Professionals (BUP) ( email )

Mirpur-12 Cantonment
463
Dhaka, Dhaka 1216
Bangladesh

Nowshin Nower

Bangladesh University of Professionals (BUP)

Mirpur-12 Cantonment
463
Dhaka, Dhaka 1216
Bangladesh

Md. Mostafa Asef Rafi

Bangladesh University of Professionals (BUP)

Mirpur-12 Cantonment
463
Dhaka, Dhaka 1216
Bangladesh

Mayisha Tasnim Natasha

Bangladesh University of Professionals (BUP)

Mirpur-12 Cantonment
463
Dhaka, Dhaka 1216
Bangladesh

Rashik Hassan

Bangladesh University of Professionals (BUP)

Mirpur-12 Cantonment
463
Dhaka, Dhaka 1216
Bangladesh

Sharmina Afrin

Uttara University - School of Business ( email )

Bangladesh

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