Measuring Clients’ Satisfaction towards the Mobile Banking Services in the Northern Area of Bangladesh

This study examines the factors that influence the attitudes and perceptions of the millennial generation towards the use of mobile banking services and artificial intelligence-based mobile banking services. The research questionnaire is distributed using Google Form to customers using Islamic banking mobile banking services in three cities in Aceh Province, Indonesia, namely; Banda Aceh, Langsa, and Lhokseumawe with a total sample of 204 Muslim millennial generation respondents. Partial least square (PLS) is used to test technology-based differential effects (attitudes towards artificial intelligence, relative advantage, trust and security of mobile banking) and non-technology based (need for service, quality of service) as well as factors of religiosity on the use of mobile banking services and artificial intelligence mobile banking service. This study results in the findings that the construct of trust, attitudes towards artificial intelligence, religiosity, and relative advantage are the main determinants of mobile banking adoption intentions and also show the gap between millennial generation customers in trust levels, attitudes towards artificial intelligence, religiosity and perceived relative advantage between the two dependent variables. Finally, the trust construct has the greatest impact on the use of mobile banking and artificial intelligence services.

Safe and reliable money transaction through regular banking system is not available for most people of Bangladesh as only 13 % of the 160 million people have banks accounts. People with no bank account used to send money through the slow and unreliable postal money transfer systems and by middlemen. One dramatic change in the life style of Bangladeshi people in recent time is the use of mobile phone. With the availability of cheap mobile phone sets manufactured locally and low call rates offered by the mobile operators, about 70 % people of the country use mobile phones. With this backdrop the mobile banking started in 2012 by Dutch Bangla Bank, but the full fledge operation took another couple of years. Currently about 18 mobile banks are providing mobile banking services to the people who are mostly out of the traditional banking service. The role of banking service on the economy is well researched. Past research shows that services provided by banks trough mobilizing savings, providing capital for business, and facilitating transactions are essential for economic development of a country. Though past studies shows that the traditional banking has a positive impact on economies apart from few notable exceptions there, is dearth of studies on the effect of mobile banking on the economy of a country. Especially in Bangladesh which started its full fledge mobile banking in 2014, there is few notable study that investigated the effect of mobile banking on economy of the country. Using twenty five months data, from January 2014 to January 2016 this paper investigates the macro-economic antecedents and trends in mobile banking services in Bangladesh. This study finds that the number of clients, number mobile banking agents and amount of transactions are increasing gradually. The result of the study shows that mobile banking cash-in and cash-out transactions are highly cointegrated which indicates a long run equilibrium relationship between cash-in and cash-out transactions in Bangladesh. One of the important finding of the study is that though most mobile banking service is improving gradually, inward foreign remittance are not increasing during the study period and is volatile compared to other mobile banking services. Two factors were identified in the study as the antecedents of the mobile banking service i.e. growing economic need with the growth of the economy of the country and availability of mobile banking facility for mobile banking service. The contribution of the paper lies in the fact most people in Bangladesh is outside the traditional banking service and these people are now using banking service through mobile banking; however this area of research untapped yet. This expected that the finding of the study will bridge the gap in mobile banking literature and will help policy makers in formulating policy related to mobile banking.

An increasing number of banks in Kenya are launching newer mobile banking platforms which has led to increase in competition in the banking sector, where each commercial bank is penetrating to ensure that they keep in their competitive perspective and attract more likely customers by bringing the services of mobile banking next to their doorsteps. However, it is not clear how characteristics of a firm and management of risks influence the relationship the services of mobile banking and performance of banks in Kenya. The main objective of this research was to find out the relationships among the services of mobile banking, management of risks, characteristics of firms and performance of banks in Kenya. The specific objectives were: to evaluate the effect of mobile banking services on performance of banks, to institute the effect of risk management on the state between mobile banking services and performance of commercial banks, to investigate the effect of firm characteristics on the relationship between mobile banking services and performance of commercial bank and finally, to determine the combined effect of mobile banking services, risk management and firm characteristics on performance of banks. This study used the CAMELs Model evaluation system that examines capital adequacy, asset quality, management capacity, income, and liquidity of banks and therefore establishes the overall unsoundness of banks to measure operation. The study used a positivism research philosophy and descriptive research design. The study consisted of 43 commercial banks and utilized correlation and regression analysis to institute the relationship among mobile banking services and performance of bank. The Baron and Kenny (1986) formulation was used to test the intervening and moderating effect of management of risks and firm characteristics respectively on the relationship between mobile banking services and banks performance. Finally, the multiple regression analysis was used to test the joint result of mobile banking services, risk management, and firm characteristics on the banks performance H01 results indicate that a significant relationship between account-to-account transfer, mobile money, and the performance, H02 indicate that the relationship between mobile banking services, liquidity risk and bank performance is statistically significant whereas the relationship between mobile banking services, market risk and performance is not statistically significant. H03 indicate that the size of a firm have no significant effect on the relation between mobile banking services and performance of banks and H04 indicate that mobile banking services, risk management and firm characteristics have significant effect on the performance of commercial banks. The study is contributing to the theory of information systems since it has shown how increase in the use of mobile banking services which leads to improved performance of banks. The study recommend to regulators to ensure management of risks is adhered to in mobile banking services by commercial banks in Kenya to better operation.

PurposeThe purpose of this paper is to study the influential factors in changing customers’ behaviors from online banking to mobile banking based on Tiller and Tad model.Design/methodology/approachA quantitative method was used. This study is a practical research work by using 400 people, among whom 384 participants were selected based on simple random sampling.FindingsThe results indicated that the perceived advantage of using mobile banking, the influence of peer groups, source facilitator conditions as well as technology had the highest correlation. Among the influential components on attitude, the highest level belongs to perceived advantage of using mobile bank. Among the effective factors on behavioral control, source facilitator conditions and technology facilitator conditions had the highest correlation.Research limitations/implicationsIt is suggested that the provided services be expanded via mobile banking and more customers be encouraged to use mobile banking services. For instance, the transaction of currency, stock, etc. via mobile banking is suggested. It is recommended that mobile banking software should be designed in a way that the process of mobile banking services is very easy for customers. Bank staff and employees should be trained to be active promoters of mobile banking services not only inside branch locations, but in other places and work environments as informers, messengers and models of using mobile banking.Practical implicationsIt is recommended that bank managers should make use of the mass media such TV, billboard, radio, press, etc., in order to increase public awareness of mobile banking, and try to take effective steps in creating positive attitude in their customers on using mobile banking.Social implicationsMobile banking has evolved as a wireless communication interface for producing value by customers in banking transactions. Todays, one of the substantially remarkable modern techniques in providing banking services is the provision of financial and banking services by using smart phones (mobiles). Although the life of using smart phones for banking and financial operations is not too long, significant advancements have been observed in this area within a short time, which could highly promise the extensive development of this modern electronic banking technique in future.Originality/valueDuring the last decade, information technology has had tremendous impacts on banking industry through guiding and introducing new financial products with a specific delivering to its customers, enabling the banks to be able to provide distinguished products and special services to their customers safely and reliably. It is more than 200 years since banks have served their customers through their branch systems. However, with the emergence of various types of technology, the nature of providing financial services has greatly changed, with the increasing growth in electronic commerce.

The role of technology in the development and provision of new products is very important in this competition, therefore Bank SUMUT Syariah launched Mobile Banking or SUMUT Mobile service products. In response to this, Bank SUMUT Syariah strives to improve and maintain the quality of services provided to attract customers. The problem in this research is how the strategy of SUMUT Syariah bank in improving the Quality of Mobile Banking Services. The purpose of this study was to determine how the strategy of Bank SUMUT Syariah in improving the quality of mobile banking services. This research is a type of descriptive qualitative research with interview techniques , documentation and literature study, data processing techniques data examination, data reconstruction and data systematization.The results of the research carried out are Strategies in improving the Quality of Mobile Banking Services. The Bank presents various offers such as a gift program to the public who become customers at PT. Bank SUMUT Syariah Panyabungan branch office. The challenge for Bank SUMUT Syariah is the assumptions/thoughts of ordinary people who are afraid of losing their balance when using the Mobile Banking application and the solution provided by the Bank is by providing education to customers who come to Bank SUMUT Syariah.Keywords: Strategy, Service Quality, and Mobile BankingThe role of technology in the development and provision of new products is very important in this competition, therefore Bank SUMUT Syariah launched Mobile Banking or SUMUT Mobile service products. In response to this, Bank SUMUT Syariah strives to improve and maintain the quality of services provided to attract customers. The problem in this research is how the strategy of SUMUT Syariah bank in improving the Quality of Mobile Banking Services. The purpose of this study was to determine how the strategy of Bank SUMUT Syariah in improving the quality of mobile banking services. This research is a type of descriptive qualitative research with interview techniques , documentation and literature study, data processing techniques data examination, data reconstruction and data systematization.The results of the research carried out are Strategies in improving the Quality of Mobile Banking Services. The Bank presents various offers such as a gift program to the public who become customers at PT. Bank SUMUT Syariah Panyabungan branch office. The challenge for Bank SUMUT Syariah is the assumptions/thoughts of ordinary people who are afraid of losing their balance when using the Mobile Banking application and the solution provided by the Bank is by providing education to customers who come to Bank SUMUT Syariah.Keywords: Strategy, Service Quality, and Mobile Banking

The proliferation of mobile devices is a direct sector, which has become the primary means by which individuals complete the vast majority of their daily tasks. Financial institutions are bolstering their expansion plans by emphasizing mobile banking and financial services. However, there are several security issues with mobile banking due to the expanding capabilities of mobile technology. That's why banks need a system to evaluate the safety of their mobile banking services. The cyber-security barriers to mobile banking encountered by SACCOs in Kenya were identified using a survey study methodology, and the strategies used by SACCOs to mitigate the effects of these problems on the supply of mobile banking services were assessed. The research uncovered the risks associated with mobile banking in terms of cyber security. This analysis also assessed the measures taken by SACCOs to guarantee the provision of a safe mobile banking service in the eyes of their customers. The results informed the development of a framework for the provision of mobile banking services that prioritizes customers' sense of safety. After putting the suggested structure through its paces with the help of specialists, it was proven to be quite trustworthy. This paradigm gives SACCOs a way to measure how secure their services are in the eyes of their customers.

Background: This study is motivated by issues and phenomena that occur at BSI KCP Teluk Kuantan, namely: Mobile Banking services that are still experiencing disruptions and the minimal number of BSI ATMs, which is the only one in Kuantan Singingi district.Purpose : This study aims to determine the effect of the quality of mobile banking services and the availability of ATMs on customer satisfaction at BSI KCP Teluk Kuantan.Method : This study uses a mix method research type (combination method), namely qualitative and quantitative. The sampling technique uses the Slovin formula. The population in this study were BSI KCP Teluk Kuantan customers totaling 12,873 people, with a sample size of 44 people. And the data collection techniques used were Observation, questionnaires, interviews, and documentation. The data analysis technique used was descriptive analysis technique.Result : The results of this study can be concluded that: 1) The quality of BSI KCP Teluk Kuantan mobile banking services is very good. 2) The availability of BSI KCP Teluk Kuantan ATMs is still minimal. 3) The variable of mobile banking service quality does not have a significant effect on customer satisfaction, with the T test value showing a sign value of 0.100>0.05. 4) The ATM variable has a significant effect on BSI KCP Teluk Kuantan customer satisfaction, with the T test value (Partial) showing a sign value of 0.002<0.05. Then based on the F test (Simultaneous) the variables of mobile banking and ATM service quality together have an effect on customer satisfaction with a value of 20.586>3.23

The need for servicing clients at the branch during and post pandemic period has reduced manifold, with concentration of banks in online channels baked with technology based solutions has overtaken out many of the branch – specific functions. It is obvious the post pandemic era has dramatically shift the banks as well as consumer to a new reality and accelerated the redefining the competitiveness and efficiency in the retail banking in North republic of Macedonia. In this regards, observed changes shows that the online retail banking services, more specifically (Mobile banking) significantly changed and reshaped the banking consumers’ perceptions and new expectations. In this context, the aim of this research paper is to show the crucial factors that drives retail banking consumers in lasting habits for using online product and services. This paper examines the following research questions. 1. What are the main factors that derives banking clients to use online (mobile banking) services. The research method used in this study 1. Questioner. The results of the empirical study are supporting the proposed basic constructs of the model and some specific relationships in terms of pandemic and factors that spur the retail banking clients to shift in mobile banking services.

Mobile Banking is a mobile-based technology that increases access to financial services hence aiding in the fight against poverty by facilitating productive investment and business expansion. This technology allows customers to communicate with financial institutions via a mobile phone, be it telephone or digital, which then creates information about data communications. The advantages of mobile banking, such as simplicity, accessibility, security, and usability, have led to the development of m-banking and forced commercial banks in Kenya to change their traditional way of doing business to incorporate actual transactions into their business. Using this technology, a consumer can claim a bank balance, obtain a loan, save, pay for goods and services, pay for contributions such as NHIF donations, pay salaries and bills such as electricity and water. In Kenya, there are more than 65,000 mobile money agents such as M-Pesa stores. These mobile money shops, unlike commercial banks, are distributed nationwide in rural and urban areas. Research has shown that businesses that maintain the technology barrier are very high and now accept banking services from Kenyans closed by commercial banks. The study sought to find out the results of mobile banking services and the financial performance of selected new businesses in Nairobi City County. The following objectives guided the study; check mobile banking savings services, mobile banking services, leading banking services and mobile banking transfer services with selected youth finance services for selected youth businesses in Nairobi City, Kenya. The research focused on the Mobile Banking Business Model, Technology Acceptance Model (TAM) and Theory Intermediation Theory. The study used descriptive research formats. Important data was collected through questionnaires, while the collection of secondary data on the financial performance of businesses over the past five years was done using datasheets. The validity of the questionnaires was determined prior to testing, flight studies and expert judgment, while Cronbach's Alpha assessed the reliability of the materials. The survey identified 56 managers of selected Youth businesses in Nairobi City who were managers or business owners. Descriptive statistics: mean, standard percentage deviations and quantities were used in the data analysis. Different details include correction for correction analysis. The research results were presented using tables, graphs, charts, percentages and frequencies to help simplify data comparisons and conclusions. Findings have shown that mobile banking services have a positive and visible impact on the financial performance of selected youth businesses. With the widespread use of mobile services, mobile banking is expected to continue to grow. Mobile banking gives customers an easy opportunity as it allows them to perform their duties on the go. However, there is a need to remove any existing barriers and challenges that could prevent easy access to mobile banking by customers. The study, therefore, concludes that as small businesses expand their mobile banking system, customer sensitization and training on mobile banking applications reduce threats and risks to mobile banks. This enables small businesses to attract more mobile customers to their banks and thus perform better financially.

The primary objective of the research is to investigate how Nepalese commercial banks's customers are affected by internet banking channels. Assessing customer satisfaction with internet banking channels and examining the correlation between customer satisfaction and each of the independent variables such as e-banking, mobile banking, ATMs, and points of sale were the specific objectives of the research. Descriptive and causal comparative research designs were used in the study. Customers of Nepalese commercial banks's who use e-banking platforms such internet, mobile, ATM, and point-of-sale banking are the study's target group. To gather answers, the researcher used judgmental sampling. Thus, 18,634 consumers of POS, internet, mobile, and ATM services made up the study's entire population. 400 employees of Nepalese commercial banks made up the study's sample size. Primary sources of information were used in this study. A standardized questionnaire was used to gather primary data from the respondents. The descriptive findings show that, out of the several independent variables, mobile banking has the highest mean score (3.930) with a standard deviation of 0.914. This suggests that mobile banking has a greater effect on client satisfaction. Similarly, customer satisfaction, the dependent variable, has a mean score of 3.840 and a standard deviation of 0.859. The results of the survey also showed that Nepalese commercial banks' mobile banking service considerably increases customer satisfaction. It was found that customers are satisfied with Nepalese commercial banks' mobile banking services. The study also discovered that mobile banking is the primary force behind internet banking channels.

PurposeThe purpose of this study is to investigate the relationships that influence the value co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile banking (AIMB) service platforms.Design/methodology/approachA conceptual model was developed to investigate the value-in-use perceptions of AI-based mobile banking applications via five antecedents: baseline perceptions of current bank service delivery; service delivery configuration benefits; general data security; safety perceptions of specific mobile banking services; and perceptions of AI service delivery. Data were collected from 218 respondents and analyzed using structural equation modeling.FindingsThis study highlights the role and importance of the sequential relationships that impact the assessment of AIMB. The findings suggest that service delivery and the customer’s role in value co-creation change as AI is introduced into a digital self-service technology channel. Furthermore, AIMB offers transaction-oriented (utilitarian) value propositions more so than relationship-oriented (hedonic) value propositions.Research limitations/implicationsThe sample consisted on digital natives. Additional age cohorts are needed.Practical implicationsAs financial institutions redirect their business models toward digital self-service technology channels, the need for customers to feel comfortable while interacting with an AI agent will be critical for enhancing the customer experience and firm performance.Originality/valueThe authors extend the service-dominant logic (SDL) literature by showing that value co-creation is a function of both firms’ technologies and consumers’ value-in-use, a finding that appears to be unique in the literature. The authors advance the digital transformation literature by evaluating AIMB as an interactive process that requires an understanding of key technology constructs, including perceptions of baseline service relationships, desired service configurations, security and safety issues and whether AI is useful for value co-creation. To the best of the authors’ knowledge, this is the first SDL framework that investigates interactive and structural relationships to explain value-in-use perceptions of AIMB.

The purpose of this study is to determine the influence of mobile banking and service quality toward customers’ saving decisions in Bank BRI Branch of Manna. The sample in this study was 97 customers of Britama savings in Bank BRI Branch of Manna. The sampling technique is accidental sampling technique. The data collection used a questionnaire and the analytical method used is multiple linear regression, determination test and hypothesis testing. The results of the regression analysis showed that Y = 11.723 +0.320X1 +0.423 X2, this illustrates a positive regression direction, meaning that there is a positive influence between X1 (Mobile Banking) and X2 (service quality) on customers’ saving decisions to (Y). It means that if the variables of Mobile Banking and service quality increase, it will increase the customer's saving decision. The magnitude of the coefficient of determination is 0.417. This means that X1 (Mobile Banking) and X2 (service quality) affect the customer's saving decision to (Y) by 41.7% while the remaining 58.3% is influenced by other variables not examined in this study. at a significance level of 0.05 explains that partially Mobile Banking variable and service quality have a significant influence toward customer's saving decision in Bank BRI Branch of Manna. F test results at a significance level of 0.05 explain that Mobile Banking variable and service quality have a simultaneous influence (together) on the customer's saving decision in Bank BRI Branch of Manna.

In social life, transactions are inseparable from humans. In general, exchange activities, means of payment for goods, are gradually being replaced in the modern world with the presence of banks to facilitate all human transactions. The facilities provided by banks centrally are Mobile Banking (M-Banking) or banking services through digital or mobile phones that function almost like ATMs. Livin By Mandiri and BSI Mobile are among the mobile banking providers with around 62 million users. As a new thing that has just entered the country, mobile banking, especially applications launched for the needs of the community, requires satisfaction analysis. Aiming at these issues, this study examines the effectiveness and efficiency of the system from the following aspects: User interface convenience. The following research aims to analyze user satisfaction of Livin By Mandiri and BSI Mobile mobile banking applications. User satisfaction analysis is determined using qualitative research methods and PIECES or performance, information and data, economy, control and safety, efficiency, service methods. The results showed that both applications had good performance according to PIECES indicators, but in terms of information, BSI Mobile outperformed Livin By Mandiri in the category and the Livin By Mandiri application outperformed BSI Mobile in terms of efficiency. With these satisfactory results, Livin By Mandiri and BSI Mobile can be said to be very good and this value must be maintained.

<p>Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: One of these is Mobile Banking, where customers interact with the bank via mobile phones and banks provide them the services like short message services, fund transfers, account details, issue of cheque book etc. Presently almost all the banks in the world have started providing their customers "Mobile Banking" services. The main issue of this study is to understand the factors which contribute to user's intention to use the mobile banking services. The purpose of this review paper is to explore the factors that influence the adoption behaviour of mobile banking services by Indian consumers. The data was collected from 150 respondents from Delhi city in the month of November and December 2013. Around 61.33% respondents opined that this system is less costly and time saving and 58.67% respondents would like to try this service. In this paper, we will share what is mobile banking (m-banking), RBI guidelines for mobile banking in India, advantages of adopting this new technology both for the banking sector as well as the consumer and issues which needs to be addressed relating to this new form of banking.</p><p>This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database. Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database.</p>

Purpose The purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users. Design/methodology/approach The paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses. Findings Results confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption. Research limitations/implications Based on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy. Originality/value This paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.