Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective
Purpose – In Bangladesh, the banking companies have huge opportunity to capture market share by properly understanding the critical aspect of customer satisfaction. This paper mainly focuses on young generation as target group to find out their differential perception. This study aims to identify mo...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Emerald Publishing
2022-06-01
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| Series: | South Asian Journal of Marketing |
| Subjects: | |
| Online Access: | https://www.emerald.com/insight/content/doi/10.1108/SAJM-02-2021-0018/full/pdf?title=factors-effecting-customer-satisfaction-of-mobile-banking-in-bangladesh-a-study-on-young-users-perspective |
| _version_ | 1797995831040671744 |
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| author | Nusrat Jahan Golam Shahria |
| author_facet | Nusrat Jahan Golam Shahria |
| author_sort | Nusrat Jahan |
| collection | DOAJ |
| description | Purpose – In Bangladesh, the banking companies have huge opportunity to capture market share by properly understanding the critical aspect of customer satisfaction. This paper mainly focuses on young generation as target group to find out their differential perception. This study aims to identify most influencing factors and determine their influencing power on young customer's satisfaction and retention in mobile banking. Design/methodology/approach – It is a quantitative research with self-administered questionnaire as primary data collection instrument. Existing literature and published articles are reviewed as secondary data for hypothesis development. Out of 300 questionnaires, 279 usable questionnaires were returned and these collected data were analyzed by partial least square-structural equation model (PLS-SEM) with the use of Smart_PLS (V 327) to validate the model and test the hypothesis. Findings – The findings of the research revealed that expense, responsiveness and relative advantage have significant influence while security and convenience have insignificant influence on satisfaction. But they are not directly related with loyalty although satisfaction and loyalty strongly related with each other. Originality/value – Although mobile banking is not a new issue in Bangladesh, the use of PLS_SEM to measure young user's satisfaction as the customer of mobile banking is not available in literature. So, this paper is an attempt to fill up this gap. In spite of having some limitation the research provides some practical implication for banks with better strategic insight to design mobile banking services to yield higher customer satisfaction. |
| first_indexed | 2024-04-11T10:06:51Z |
| format | Article |
| id | doaj.art-f10f3eedeb71485591a2c6f1af1c9118 |
| institution | Directory Open Access Journal |
| issn | 2719-2377 2738-2486 |
| language | English |
| last_indexed | 2024-04-11T10:06:51Z |
| publishDate | 2022-06-01 |
| publisher | Emerald Publishing |
| record_format | Article |
| series | South Asian Journal of Marketing |
| spelling | doaj.art-f10f3eedeb71485591a2c6f1af1c91182022-12-22T04:30:12ZengEmerald PublishingSouth Asian Journal of Marketing2719-23772738-24862022-06-0131607610.1108/SAJM-02-2021-0018677425Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspectiveNusrat Jahan0Golam Shahria1Department of Business Administration, Premier University, Chittagong, BangladeshDepartment of Business Administration, BGC Trust University Bangladesh, Chittagong, BangladeshPurpose – In Bangladesh, the banking companies have huge opportunity to capture market share by properly understanding the critical aspect of customer satisfaction. This paper mainly focuses on young generation as target group to find out their differential perception. This study aims to identify most influencing factors and determine their influencing power on young customer's satisfaction and retention in mobile banking. Design/methodology/approach – It is a quantitative research with self-administered questionnaire as primary data collection instrument. Existing literature and published articles are reviewed as secondary data for hypothesis development. Out of 300 questionnaires, 279 usable questionnaires were returned and these collected data were analyzed by partial least square-structural equation model (PLS-SEM) with the use of Smart_PLS (V 327) to validate the model and test the hypothesis. Findings – The findings of the research revealed that expense, responsiveness and relative advantage have significant influence while security and convenience have insignificant influence on satisfaction. But they are not directly related with loyalty although satisfaction and loyalty strongly related with each other. Originality/value – Although mobile banking is not a new issue in Bangladesh, the use of PLS_SEM to measure young user's satisfaction as the customer of mobile banking is not available in literature. So, this paper is an attempt to fill up this gap. In spite of having some limitation the research provides some practical implication for banks with better strategic insight to design mobile banking services to yield higher customer satisfaction.https://www.emerald.com/insight/content/doi/10.1108/SAJM-02-2021-0018/full/pdf?title=factors-effecting-customer-satisfaction-of-mobile-banking-in-bangladesh-a-study-on-young-users-perspectiveloyaltyexpenseresponsivenesssecurityrelative advantageconvenience |
| spellingShingle | Nusrat Jahan Golam Shahria Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective South Asian Journal of Marketing loyalty expense responsiveness security relative advantage convenience |
| title | Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective |
| title_full | Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective |
| title_fullStr | Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective |
| title_full_unstemmed | Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective |
| title_short | Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective |
| title_sort | factors effecting customer satisfaction of mobile banking in bangladesh a study on young users perspective |
| topic | loyalty expense responsiveness security relative advantage convenience |
| url | https://www.emerald.com/insight/content/doi/10.1108/SAJM-02-2021-0018/full/pdf?title=factors-effecting-customer-satisfaction-of-mobile-banking-in-bangladesh-a-study-on-young-users-perspective |
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