42mobile banking system in bangladesh a closer study

8/10/2019 42Mobile Banking System in Bangladesh A Closer Study

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Demographic information analysis of the respondents:

After finishing the survey the study gathered all the questionnaires and put all the data from

the questionnaires in to SPSS. Then by using the software study came up with the findings

which helped to explain the Adoption of Mobile Banking Instead Of Traditional

Banking by Different Customer Segment.

As mentioned earlier the questionnaire had 15 items for customer with five point Likert

scale. Which means under each item or question one customer had to respond on any of the

points among the five Likert scale. For this reason under each item the study got 62 answers

(as there were no missing data) within the five-point scale. The finding and analysis of the

report is described below:

Findings and Analysis of the Items or Variables Developed for Customer Expectation

and Perception

In this part of the report findings and analysis of the surveyed data includes:

The responses on each of the five different scale points calculated from the total

responses of 62 customers on each statement or question comparing customerexpectation and perception.

Frequency and percent was calculated on the responses under every item or

question.

Overall findings were discussed under the factors affecting the service quality of

mobile banking.


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1.Sex of the respondent

Sex Frequency Percent

Male 55 88.70

Female 7 11.30

Total 62 100

Table: 01 Sex of the respondent

Analysis: Among the 62 respondent only 7 respondents is female and rest of the

respondents are male. This indicates that mobile banking has more male customers than

the female.

Figure: 01 Sex of the respondent

2. Age of the respondent:

Age Frequency Percent

20-30 27 44

30-40 14 22.5

40-50 12 19

50> 09 14.5

Total 62 100

Table: 02 Age of respondent

0

20

40

60

80

100

Male Female


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Analysis: Among the 62 respondent 27 respondent s age in 20-30 years , 14

respondents age in 30-40 years, 12 respondents age in 40-50 years and 9

respondent s age is 50>. This states that the advertisement should target more of

the Young generation to increase the awareness about mobile banking.

Figure: 02 Age of respondent

3. Education of the respondent:

Education level Number of

respondent

Percent

Illiterate 28 45

Literate 34 55

Total 62 100

Table: 03 Education level

Analysis: 30 respondents are illiterate and 28 respondents are literate in 62

respondents. That indicate that it is popular both literate and illiterate. So the

companies of the mobile banking should take some action to make it more users

friendly and easy.

0

10

20

30

40

50

20-30 30-40 40-50 50+


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Figure: 03 Education level

04 Professions:

Table04: profession

Analysis:From the table

04 we can see that 24 people are employee (the highest

portion). Then 18 persons are businessman, 12 are students and 07 are from other

profession. So it is preferable to concentrate on the both low and medium level

employee and promote Ads and influence them in increasing their participation.

0

10

20

30

40

50

60

illiterate literate

Profession Number of

respondent

Percent

Student 12 19.35

Employees 24 38.71

Businessman 18 29.03

Teacher 01 01.61

Other 07 11.29


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Figure: 04: Profession

Bank Information analysis of the respondents

5. In which bank, you have the account?

M-banking service Number of respondent Percent

bkash 35 56.45

DBBL 18 29.03

Others 09 14.52

Total 62 100

Table: 05 Bank account

Analysis: Among the 62 respondent 35 respondent use bkash.19 respondent use

DBBL and other use 8 user use other service. It seems that majority of the user use

bkash, than DBBL and than other.

0

5

10

15

20

25

30

35

Student Employees Businessman Teacher Other


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Figure: 05 bank account

Advantage Level & Customer Satisfaction

06. Time Saving

Table: 06. Time saving

Analysis: Among the 62 respondent 40 respondents are strongly agree that it is time

saving. On the other hand 20 respondents are only agree with the statement and 02

Response Number of respondent Percent

Strongly agree 40 64.52

Agree 20 32.26

Neutral 02 03.22

Strongly disagree 00 0

Disagree 00 0

Total 62 100

0

10

20

30

40

50

60

bkash DBBL Others

Bank Account


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respondents are neutral. So that it is seems that time saving is a strong issue to

choose m-banking instead of traditional banking transaction.

Figure: 06 Time saving

07.

Cost Saving:



Agree 30 48.39

Neutral 00 00

Strongly disagree 17 27.42

Disagree 12 19.35Total 100 100

Table: 07 Cost saving

Analysis: Among the 62 respondents 17 respondent are strongly disagree that it is

cost saving, 30 respondents are disagree.12 respondents are agree and 03 strongly

0

10

20

30

40

50

60

70

Strongly agree Agree Neutral Strongly disagreeDisagree

Time Saving


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agree that it is cost saving. So the companies should take action to minimize the

charge of transaction.

Figure: 07 cost saving

08. Regular customer



Agree 34 54.84

Neutral 02 3.23


Disagree 03 4.83

Total

Table: 08 regular customers

Analysis: Among the 62 respondent 16 respondent are strongly agree and 34

respondents are agree that they are regular customer. 02 respondents are neutral 07

respondent are said that they use it occasionally.

0

10

20

30

40

50

60

Strongly agree Agree Neutral Strongly

disagree

Disagree

Cost Saving


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Figure: 08 regular customers

9. Easy to use



Agree 20 32.25

Neutral 00 00


Disagree 27 43.55

Total

Table: 09 Easy to use

Analysis: 05 and 20 respondents are strongly agreed and agree respectively among

the 62 respondent who said that it is easy to use. But 10 and 27 respondent express

strongly disagree and disagree about the easiness to use.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%


disagree

Disagree

Regular customer


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Figure: 09 Easy to use

10. Safety



Agree 33 53.22

Neutral 05 8.06


Disagree 10 16.14

Total

Table: 10 Safeties

Analysis: 14 and 33 respondents are strongly agreed and agree that it is safe to use

mobile banking. On the other hand 10 people disagree about that. So the mobile

banking company should take all necessary steps to make the transaction safe.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%


disagree

Disagree

Easy to use


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Figure: 10 Safeties

11. Reliability

Analysis: Among the 62 respondent 30 respondent are strongly agree and 22

respondents are agree that mobile banking is reliable. 05 respondents are neutral 05

respondent are disagree about reliability.



Agree 22 35.48

Neutral 05 8.06


Disagree 05 8.06

Total

Table 11: Reliability

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Strongly

agree

Agree Neutral Strongly

disagree

Disagree

Safety


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Figure: 12 Overall

13. Reasons behind your dissatisfaction:


High Cost 29 46.77

Long time required 00 00

Low Safety 10 16.12

Difficult to understand 37 59.67

Not Reliable in

providing services

05 8.06

Total

Table: 13Reasons behind your dissatisfaction

Analysis: In terms of dissatisfaction, 29 respondents are dissatisfy due to high cost,

10 respondent express concern about low safety and 37 people say it is difficult to

understand the service. So necessary step should need to take corrective action to

minimize the dissatisfaction of customer and maximize the profit.

0%

10%

20%

30%

40%

50%

60%

Strongly satisfied satisfied Neutral Strongly

dissatisfied

Dissatisfied

Overall


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Figure 13: Reasons behind your dissatisfaction

0.00%

10.00%

20.00%

30.00%

40.00%50.00%

60.00%

70.00%

High Cost Long time

required

Low Safety Difficult to

understand

Not Reliable in

providing

services

Reasons behind your dissatisfaction

42mobile banking system in bangladesh a closer study

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