Mobile Banking 2.0

EFFECTIVENESS OF
MOBILE BANKING
SERVICE IN BANGLADESH
FROM THE CUTOMERS’
PERSPECTIVE OF DHAKA
CITY 2012
i
EFFECTIVENESS OF MOBILE BANKING SERVICE IN BANGLADESH FROM
CUSTOMERS’ PERSPECTIVE OF DHAKA CITY 2012
Prepared for:
Dr. Muhammad Ziaulhaq Mamun
Course instructor: K301 Research Method
TITLE FLY
TITLE PAGE
Prepared by:
Tasnima Iqbal RQ-65
Maliha Rahman RQ- 67
Kazi Noman Ahmed ZR-74
Tasnima Haque Orin RQ-75
Akif Ahmed ZR-104
Abdullah Al Rezwan ZR- 80
M.M. Sayeef Abdullah ZR-112
BBA 18th Section B
Institute of Business Administration

University of Dhaka
May 9, 2012
ii
30 June, 2012
Dr. Muhammad Ziaulhaq Mamun

Professor
Institute of Business Administration
University of Dhaka
Subject: Letter of transmittal for Research Method Report
Dear Sir
Here is the report which you asked us to submit for the requirement of our undergraduate
course- Research Method (K 301). The title of the report is “Effectiveness of Mobile Banking
Service in Bangladesh from the Customers’ Perspective of Dhaka city 2012”, which is a
research on effectiveness of mobile banking services of Bangladesh from the customers’
perspective.
The report is a survey based one; almost all the data have been collected through the surveys
we conducted of a number of mobile banking users in Dhaka city. Secondary data have been
used for literature review.
This report has been prepared under your direct supervision and authorization.
Without your permission, no part of this report can or will be revealed. This report never has
been, and never will be, reproduced for any other IBA course.
We sincerely hope that we were able to fulfill the course requirement successfully
through the submission of this report. We have put in our best efforts to contribute towards
the successful completion of this report. We hope that you will accept our report and that it
will reach your level of expectations. We have tried to make the report as comprehensive as
we possibly could but we would appreciate you contacting on us if you find any imprecision.
Sincerely
Tasnima Iqbal RQ-65

Maliha Rahman RQ- 67
Kazi Noman Ahmed ZR-74
Tasnima Haque Orin RQ-75
Akif Ahmed ZR-104
Abdullah Al Rezwan ZR- 80
M. M. Sayeef Abdullah ZR-112
iii
ACKNOWLEDGEMENT
We would like to acknowledge to Mr. Mosaddikur Rahman, Deputy Managing Director of

Dutch Bangla Bank Limited for providing us with invaluable industry insight for the
completion of the report. We extend our gratitude to the agents all across the city who helped
us with their industry insight and helpfulinformation that helped us put our report together.
Finally, we express our heartfelt gratitude to those who have cooperated with us in taking the
surveys and helped us complete the report through their encouragement.
iv
TABLE OF CONTENTS
Title Fly ................................................................................................................................................................................. ii

Title Page.............................................................................................................................................................................. ii
Acknowledgement........................................................................................................................................................... iv
Executive Summary ..................................................................................................................................................... viii
1.0 Introduction ................................................................................................................................................................... 1
1.1 Background ............................................................................................................................................................. 1
1.1.1 Definition of Mobile Banking .................................................................................................................. 1
1.2 Literature Review................................................................................................................................................. 2
1.2.1 Definition of Effectiveness ....................................................................................................................... 3
1.3 Problem identification ....................................................................................................................................... 4
1.4 Broad Objective ..................................................................................................................................................... 4
1.4.1 Specific Objectives ....................................................................................................................................... 4
1.5 Hypothesis............................................................................................................................................................... 4
1.6 Rationale for the Report .................................................................................................................................... 6
1.7 Scope & Limitations............................................................................................................................................. 6
2.0 Methodology ............................................................................................................................................................... 7
2.1 Data Collection....................................................................................................................................................... 7
2.1.1 Primary ............................................................................................................................................................ 7
2.1.2 Secondary........................................................................................................................................................ 8
2.2 Sample Size ............................................................................................................................................................. 8
2.3 Sample Frame ........................................................................................................................................................ 8
2.4 Schema ...................................................................................................................................................................... 9
2.5 Measurement of Validity ................................................................................................................................ 10
2.6 Reliability of Data .............................................................................................................................................. 10
3.0 Data Analysis............................................................................................................................................................ 11
3.1 Satisfaction Level............................................................................................................................................... 11
3.2 Similarity Test..................................................................................................................................................... 12
3.2.1 For User Type ............................................................................................................................................. 12
3.2.2 For Sex Category ....................................................................................................................................... 13
3.3 Test of Independence ...................................................................................................................................... 13
3.3.1 For Sex Category ....................................................................................................................................... 13
3.3.2 For User Type ............................................................................................................................................. 14
3.3.3 For Different Professions....................................................................................................................... 15
3.3.4 For Education Level ................................................................................................................................. 17
3.3.5 For Different Age Groups ....................................................................................................................... 18
3.4 Inter Item Correlation ..................................................................................................................................... 20
v
3.5 Factor Analysis ................................................................................................................................................... 21
3.6 Regression ............................................................................................................................................................ 25
4.0 Findings ...................................................................................................................................................................... 28
4.1 Hypothesis Testing ........................................................................................................................................... 28
4.2 Findings from Objectives ............................................................................................................................... 30
4.3 Findings from Index Analysis ....................................................................................................................... 32
4.4 Findings from Correlation Analysis ........................................................................................................... 33
4.5 Findings from Factor Analysis ..................................................................................................................... 34
4.6 Findings from Regression analysis ............................................................................................................ 34
4.7 Findings from interview with m-banking authority ........................................................................... 35
4.8 Findings from interview with M-banking Agents ................................................................................ 35
4.9 Findings of Researchers ................................................................................................................................. 36
5.0 Recommendations ................................................................................................................................................. 37
6.0 Conclusion ................................................................................................................................................................. 38
End Notes .......................................................................................................................................................................... 39
Bibliography .................................................................................................................................................................... 40
Annexure ........................................................................................................................................................................... 42
Annex 1: Reliability Test ........................................................................................................................................ 42
Annex 2: Chi Square Test ....................................................................................................................................... 43
For Sex Category................................................................................................................................................... 43
For User Type ........................................................................................................................................................ 44
For Different Age Groups .................................................................................................................................. 46
For Different Education Levels....................................................................................................................... 48
Annex 3: Descriptive Statistics ............................................................................................................................ 50
Overall ...................................................................................................................................................................... 50
Male ........................................................................................................................................................................... 51
Female ...................................................................................................................................................................... 52
DBBL.......................................................................................................................................................................... 53
bKash......................................................................................................................................................................... 54
Business ................................................................................................................................................................... 55
Service ...................................................................................................................................................................... 55
Annex 4: One Sample t Test .................................................................................................................................. 56
Annex 5: Correlations ............................................................................................................................................. 57
Annex 6: Factor Analysis ....................................................................................................................................... 58
Annex 7: Factor Regression Enter Method .................................................................................................... 63
Annex 8: Factor Regression Stepwise Method ............................................................................................. 64
Annex 9: Male-Female t-Test ............................................................................................................................... 71
vi
LIST OF TABLES
table 1 Areas Covered ..................................................................................................................................................... 7
Table 2 Types Of Customer Surveyed ...................................................................................................................... 8
Table 3 Coordination Schema...................................................................................................................................... 9
Table 4 Reliability Statistics (Using Alpha Technique) .................................................................................. 11
Table 5 Reliability Statistics (Using Split Half Technique) ........................................................................... 11
Table 6 Satisfaction: Sex Category Cross Tabulation ...................................................................................... 13
Table 7 Satisfaction: User Type Cross Tabulation ........................................................................................... 14
Table 8 Satisfaction: Profession Cross Tabulation........................................................................................... 15
Table 9 Satisfaction: Education Level Cross Tabulation ............................................................................... 17
Table 10 Age Groups .................................................................................................................................................... 18
Table 11 Satisfaction: Age Group Cross Tabulation ........................................................................................ 18
Table 12 Inter-Item Correlation Matrix ............................................................................................................... 20
Table 13 Kmo & Bartlett's Test ................................................................................................................................ 21
Table 14 Factors, Factor Loading & Variance Explained............................................................................... 21
Table 15 Regression Model Details Between Factors & Overall Satisfaction ....................................... 22
Table 16 Regression Model Details Between The Factors & Overall Satisfaction (Enter Mode) . 23
Table 17 Regression Model Details Between The Factors & Overall Satisfaction (Stepwise Mode)
............................................................................................................................................................................................... 24
Table 18 Regression Model Summary (Enter Mode)...................................................................................... 26
Table 19 Regression Model Summary (Stepwise Mode) .............................................................................. 26
Table 20 Remaining Variables From Stepwise Regression .......................................................................... 27
Table 21 Hypothese Testing...................................................................................................................................... 28
Table 22 Performance Of Each Specific Objective ........................................................................................... 30
Table 23 Findings Regarding Broad Objectives ................................................................................................ 31
Table 24 Performance Of Simple Variables ........................................................................................................ 31
Table 25 Factors Having Positive & Negative Impacts On Customers .................................................... 33
Table 26 Findings From Correlation Analysis ................................................................................................... 33
Table 27 The Most Important Factors & The Respective Variables ......................................................... 34
Table 28 Top 5 Variables ............................................................................................................................................ 34
Table 29 Feedbacks Of Mobile Banking Agents ................................................................................................ 35
vii
EXECUTIVE SUMMARY
Mobile banking services in emerging economies like Bangladesh has the potential to bring
the unbanked potential under the banking sector. Mobile banking is basically the provision of
banking and financial services, such as cash-in, cash out, merchant payment, utility payment,
salary disbursement, foreign remittance, government allowance disbursement, ATM money
withdrawal through mobile technology devices. It is usually operated through a collaboration
of commercial banks and mobile service providers. Mobile banking operations in Bangladesh
started in 2011 and currently there are two major mobile banking service providers in
Bangladesh: Dutch Bangla Bank mobile banking and bKash, a concern of BRAC Bank.
Apart from them, Bank Asia and Mercantile Bank have recently started their mobile banking
operations in a small level. The total number of current users is not known, but DBBL claims
almost 190,000 customers.
In order to find out the effectiveness of the services provided by these companies, 8 criteria
were used. Those are- efficiency, fulfilment, security, responsiveness, cost effectiveness,
reliability, convenience and problem handling. The scope of the research is for Dhaka city
and it aims to measure the perceived value of these variables in order to measure the
effectiveness of the services from the customers’ perspective. There is no available research
on this issue and this report would be helpful for banks intending to start the services or
mobile service providers aiming to launch similar service.
A 5-point likert scale questionnaire was distributed using non-probabilistic sampling

methods. Quota sampling was undertaken to select the number of outlets from each area of
Dhaka city and then convenience sampling was undertaken to find the consumers. With a
90% confidence level and 5.38% precision level, the sample size was determined to be 235,
among which 40 were female and 195 were male and 150 DBBL and 95 bKash user.
To analyse the information from the surveys, comparison between index of all other
questions and an overall satisfaction was conducted, along with similarity test for gender,
company and test of independence for gender, user type, profession, age and educational
level. Factor analysis and multiple regression was used to find out about the most important
variables and how well the set of variables can predict a particular outcome.
The result of index analysis was that customers are overall satisfied but they are dissatisfied
with certain variables, namely higher service cost, language barrier and lack of service
availability in terms of location. From the correlation analysis with the overall satisfaction
level, ‘Service Reliability’ was the most correlated with a value of 0.541. Factor analysis
found out 8 important variables but among them, Service support, additional support and
service pace were the most important. The multiple regression found out 5 variables: Service
Reliability, Service Availability (time),Easy Cash Collection, Reliability of m-Banking
information and Easy cash deposit.
During the survey, a checklist was used to find out the level of satisfaction in the agent level.
From that checklist, low commission rate, customer number and support from banks were the
viii
key issues identified. While conducting the survey, the researchers also found out about the
lack of accessible and updated database of agents, diversity in the business transactions, new
entrants in the market and the target population of mobile banking in Bangladesh.
From those observations the researchers believe that by increasing focus on below per
components in their service, increasing the number of outlets, reducing their service cost and
introducing Bengali as a language option in their service and introducing better customer
care, the mobile banking services could improve the level of satisfaction among its current
consumers.
Overall, the mobile banking service sector in Bangladesh is still satisfactory and through
improving their services they can retain customers with better perception of their services.
This sector is still growing in Bangladesh at a satisfactory rate but it needs to address the
agents before it can move forward to increase their customers.
ix
1.0 INTRODUCTION
1.1 BACKGROUND
In order to reach the unbanked population and give the customers a more convenient
experience, Mobile banking has become extremely popular in emerging markets, especially
in developing countries (Ondiege, 2010). This report deals with the possibilities of mobile
banking and its effectiveness in a country like Bangladesh, given that in emerging markets
usually the barriers to mobile banking adoption were lack of awareness and understanding of
the benefits provided by mobile banking (Laforet, 2005).
1.1.1 DEFINITION OF MOBILE BANKING
To provide banking and financial services, such as cash-in, cash out, merchant payment,
utility payment, salary disbursement, foreign remittance, government allowance
disbursement, ATM money withdrawal through mobile technology devices, i.e. Mobile
Phone, is called mobile Banking.
In 2011, Dutch Bangla Bank Ltd. Has introduced mobile banking in Bangladesh. Although
there is a huge prospect to utilize the scope of mobile banking, it has yet to become a major
phenomenon in banking industry in Bangladesh. As mobile banking has the opportunity to
get access even to the remote markets due to the wide cellular coverage in Bangladesh, banks
can tap the unbanked population. With over 4 billion mobile cellular subscriptions
worldwide, mobile network has the ability to immediately offer mobile banking to 61% of the
world population (Sultana, 2009). Moreover, by eliminating the need to have internet
connection, M-banking can actually serve the main purpose of e-banking with greater
customer delight.
Although millions of dollars have been spent on building mobile banking systems, reports on
mobile banking show that potential users may not be using the systems, despite their
availability. Thus, research is needed to identify the factors determining users' acceptance of
mobile banking. (Luarn, 2005).
1
1.2 LITERATURE REVIEW
Although E-banking has been introduced in Bangladesh back in 2003, mobile banking is
relatively a recent innovation in Bangladesh. Improving access to financial services can
contribute to transforming peoples’ lives in a developing country like Bangladesh. Even in
2010, an estimated 2.7 billion people in developing countries have no access to financial
services and over a billion people in Africa, Latin America and Asia are currently without
bank accounts but do have a mobile phone. (Ondiege, 2010, p.1) In the present paper, the
effectiveness of mobile banking in the context of Bangladesh will be scrutinized. To get
acquainted with previous research and understand the status quo, we have studied relevant
articles, mainly related to Bangladesh and other emerging markets.
E-banking, which also includes Mobile banking, not only gives the customers a better
banking experience but also, even from bank’s point of view, increases productivity and
efficiency, eliminates duplication and cuts down maintenance cost. As internet is not
available in all areas and not many people are skilled enough to use internet, mobile banking
can be a lucrative, feasible and sustainable option for banks. Because of the wide cellular
network in Bangladesh, consumers are quite easy to locate and reach. Moreover, as mobile
banking is real time online banking, it takes less time than traditional banking as well as
being convenient, affordable, trustworthy and easy to use. (Rahman et al. 2011, pp.23-25)
Mobile banking initiatives are so far lead by i) a bank (in partnership with one or more
mobile operators), ii) a mobile operator (that may be in partnership with a bank) or iii)
another company drawing upon partnership with one or more mobile operators, a bank, or
both. (Bangens & Soderberg, 2008, p.20)
At the same time, it also runs the risk of customer misuse of products and services risks; legal
risks; strategic risks; reputation risks (e.g. in case the bank fails to provide secure and trouble
free e-banking services, this will cause reputation risk); credit risks; market risks; and
liquidity risks. (Baten and Kamil, 2010, pp.7-10) To be more precise, the major obstacle in
the adoption of widespread mobile banking is the security issue. With the rising cyber-crime,
governments and regulators fear security vulnerability in mobile banking, including fraud and
money laundering. Mobile banking experiences in other nations reveal that each stakeholder
involved perceives their responsibilities differently. A single stakeholder cannot accomplish
much in this sector because collaboration is needed to reduce the costs of services, make the
overall system cost efficient, transparent, secure, and ubiquitous. (Khatiwada et al. 2010)
Bangladesh Bank (the Central Bank) published ‘Bangladesh Payment and Settlement System
Regulation 2009’ (the Regulations) with the aim of modernizing the payment and settlement
system in Bangladesh. Bangladesh Bank will have the authority to grant licenses for payment
systems, payment system operators (PSO) and payment service providers (PSP) for operation
of the payment systems and payment services in bank based model of Bangladesh. (Sultana,
2009, p.6).
2
1.2.1 DEFINITION OF EFFECTIVENESS
A study done by Kumbhar (2011) evaluates major factors (i.e. service quality, brand
perception and perceived value) affecting on customers’ satisfaction in e-banking service
settings. This study also evaluates influence of service quality on brand perception, perceived
value and satisfaction in e-banking. This study indicates that, Perceived Value, Brand
Perception, Cost Effectiveness, Easy to Use, Convenience, Problem Handling,
Security/Assurance and Responsiveness are the important factors in customers satisfaction in
e-banking. The study also found that, Contact Facilities, System Availability, Fulfilment,
Efficiency and Compensation are comparatively less. Further, Security/Assurance,
Responsiveness, Easy to Use, Cost Effectiveness and reliability can be predictors of brand
perception in e-banking and Fulfilment, Efficiency, Security/Assurance, Responsiveness,
Convenience, Cost Effectiveness, Problem Handling and Compensation can be predictors of
perceived value in e-banking.
Based on these two literature review we are deducing the following:

 Customers’ perceived value can be important predicator of customers’ perception of
effectiveness of m-banking services
 Customers’ perceived value of m-banking services will be measured by these
criteria:
o Fulfilment: Scope of services offered, availability of global network,
digitalization of business information, Variety of services
o Efficiency: Speed of service (clearing, depositing, enquiry, getting
information, money transfer, response etc.), immediate and quick transaction
and check out with minimal time
o Security: Trust, privacy, believability, truthfulness, and security, building
customer confidence, freedom from danger about money losses, fraud, PIN,
password theft; hacking etc.
o Responsiveness: Problem handling, recovery of the problem, prompt service,
timeliness service, helping nature, employee curtsey , recovery of PIN,
password and money losses
o Convenience: Customized services, anywhere and anytime banking,
appropriate language support, time saving
o Cost Effectiveness: Price, fee, charges, - i.e. commission for fund transfer ,
interest rate, clearing charges, bill collection and payments’, transaction
charges, charges on switching of ATM, processing fees etc. price, charges and
commissions should be reduce and charges taken by telecommunication
Company
o Problem Handling: It refers to problem solving process regarding
computerized banking services
o Reliability: It refers to reliability of the service received by the customers and
the information regarding their banking services.
3
1.3 PROBLEM IDENTIFICATION
While researching the background of mobile banking in Bangladesh, we came up with a

number of potential problem areas we could work on. For example – the correlation between
online banking and mobile banking, the amount of growth in the m-banking industry, future
prospects of mobile banking, current growth rate and its background factors, potentials yet to
be discovered, future prospects and risks involved, security issues, current services offered,
reaching the unbanked population and of course people’s understanding of mobile banking
etc. Out of various issues, effectiveness of the current mobile banking services in Bangladesh
was a particularly pressing one because it involves the prospect of the industry as well as
what the consumers’ perspective was.
1.4 BROAD OBJECTIVE
To measure the effectiveness of mobile banking services from the consumers’ perception
based on customers’ experience
1.4.1 SPECIFIC OBJECTIVES
1. To find out perceived level of fulfilment among m-banking customers

2. To find out perceived level of efficiency among m-banking customers
3. To find out perceived level of security among m-banking customers
4. To find out perceived level of responsiveness from banks among m-banking
customers
5. To find out perceived level of convenience among m-banking customers
6. To find out perceived level of cost effectiveness among m-banking customers
7. To find out perceived level of reliability among m-banking customers
1.5 HYPOTHESIS
Fulfilment
1. Majority of the m-banking customers think it can properly fulfil all their banking
needs
2. Majority of the customers think m-banking provides incentive for not going to banks
3. Majority of the customers think m-banking give them access to all bank products
4. Majority of the m-banking users think the service can be customized according to
their needs.
Efficiency
1. Majority of the m-banking users think it is time saving.

2. Mobile Banking can fasten the pace of banking service delivery
4
Security
1. Majority of the mobile banking users think mobile banking is secure

2. Majority of m-banking think it protects their privacy
3. Majority of the m-banking think there is no chance of money loss in m-banking.
Convenience
1. Majority of the m-banking customers think that simplicity is one of the major feature
of mobile banking
2. Majority of the customers think registration is hassle free.
3. Majority of the customers think necessary information will be available anywhere.
4. Majority of the customers think mobile banking service is available anytime
5. Majority of the customers think that transaction limit is not a problem of mobile
banking service
6. Majority of the customer think it is easier to send money from abroad with mobile
banking services
7. Majority of the customers think account inquiry is easier in Mobile Banking
8. Majority of the customers think cash-in at mobile banking point is an easy process
9. Majority of the customers think cash-out at mobile banking point is an easy process
10. Majority of the customers think language Barrier is not a problem for Mobile
Banking.
Cost effectiveness
1. Majority of the customers thinks transaction fee of m-banking is not higher than
conventional banking.
Responsiveness of the customer service
1. Majority of the customers think m-banking point officials/ customer service officials
are better than conventional banking service
2. Majority of the customers think m-banking point officials/ customer service are
friendly
3. Majority of the customers think m-banking customer service officials are able to solve
their problem
Reliability
1. Majority of the customers think Mobile Banking is equally reliable to conventional

Banking
2. Majority of the customers think information provided by Mobile Banking Service is
reliable
5
1.6 RATIONALE FOR THE REPORT
In this report, we will attempt to find out the effectiveness of current mobile banking in
Bangladesh. This is a new concept in Bangladesh and this area is mostly unexplored by
commercial banks. Very few researches are conducted on this topic. We will also find out the
possible gaps which will help the people concerned in this area to work on the flaws and
develop this idea further. This research can be helpful to a number of people and the main
beneficiaries of the report are-
1. Current national and international banks operating in Bangladesh

2. Current mobile phone service providers
3. Local potential investors in this sector
4. Foreign Investors
Besides, the report can also be helpful for individual researchers and research institutes who
want to conduct further research on this topic.
1.7 SCOPE & LIMITATIONS
Scope of the Report:
The scope of our report will be limited to:
 Mobile Banking users based in Dhaka metropolitan taking the services of Dutch
Bangla Bank Ltd. Mobile Banking and bKash, a concern of BRAC Bank
 The satisfaction level of the of the mobile banking users will be determined through
the customer survey
Limitations:
There are a few limitations of this study which might hamper our targeted results:
One of them is demographic: though many mobile banking services are targeted to attract
rural population, the study was limited to the mobile banking users of Dhaka Metropolitan
Area.
Another limitation of the report would be the confidentiality policy of banks about their user
database, which is difficult to access. Time and limited budget constraints also restrict the
report’s scope to some extent.
6
2.0 METHODOLOGY
2.1 DATA COLLECTION
2.1.1 PRIMARY
Primary data was collected through DBBL and bKash m-banking customer survey and an
interview with the Deputy Managing Director of Dutch Bangla Bank Limited.
The survey was done through a structured survey questionnaire to measure customers’
perceptions regarding various m-banking criteria mentioned in specific objectives. There are
many DBBL mobile banking and bKash outlets in Dhaka. To do the customer survey, we
called the DBBL helpline and asked for their outlet locations and found out locations bKash
outlets in various parts of the city from their internet database. After finding an outlet, we
requested the outlet operator to perform the survey among his customers. We gave them
around 2 weeks of time and 2 weeks later we went and collected the filled up questionnaires.
TABLE 1 AREAS COVERED
Case Summaries
Location Sub location No. of Questionnaires Returned

Mohammedpur 63
Dhanmondi
Dhanmondi 15
Katabon 11
New Market 9
Hatirpool 28
Azimpur 1
Nilkhet 30
Farmgate 31
Gulshan 8
Uttara 11
Mirpur 28
Total 235
7
TABLE 2 TYPES OF CUSTOMER SURVEYED
Case Summaries
User Type Number

DBBL 150
bKash 85
Total 235
Quota sampling was used in case of selecting the locations of the dealers and convenience
sampling of non-probability sampling techniques was used by the outlet operators during
survey.
2.1.2 SECONDARY
Secondary data consists of various information of mobile banking in Bangladesh and how to
measure effectiveness of banking services. To collect secondary data we did literature review
of eight papers. We also collected secondary information from DBBL website and officials at
the bank.
Sampling Technique: The sampling technique we have used is a combination of non-

probabilistic convenience and quota sampling.
2.2 SAMPLE SIZE
To determine the sample size we used the following equation:
p(1  p) z 2 p(1  p) z 2 p(1  p)

do  z  do  n
2
2
n n do
z 2 pq
n 2
[taking q  1 - p]
do
We decided our confidence level to be 95%. So z=+/-1.6449. We decided our precision to be

5.37%. For conservative estimate, we decided p to be 0.5. So our calculated n is 235. Sample
Size is 235.
2.3 SAMPLE FRAME
Our sampling unit is individual m-banking customers in Dhaka. So our sample frame is all
the mobile banking customers of DBBL and bKash in Dhaka. By secrecy law, banks do not
8
reveal information about their customers. So any list of m-banking customers could not be
obtained from DBBL or bKash.
2.4 SCHEMA
TABLE 3 COORDINATION SCHEMA
Parameter Complex Simple variable Value Question

variable No.
Effectiveness Fulfilment Fulfilment of all banking 5 point Likert Scale 15
needs
Provides Incentive for not 5 point Likert Scale 24
going to branch
Service customization 5 point Likert Scale 21
Efficiency Time-saving 5 point Likert Scale 3

Cash-in process 5 point Likert Scale 7
Cash-out process 5 point Likert Scale 6
Foreign remittance 5 point Likert Scale 25
Pace of service delivery 5 point Likert Scale 23
Security Trust 5 point Likert Scale 11

Privacy 5 point Likert Scale 12
Possibility of money loss 5 point Likert Scale 13
Responsiveness Better customer care service 5 point Likert Scale 17

Friendliness 5 point Likert Scale 19
Ability to solve problems 5 point Likert Scale 16
Convenience Transaction limit 5 point Likert Scale 8
Simplicity of using m- 5 point Likert Scale 5

banking
9
Easy account enquiry 5 point Likert Scale 10
Availability based on 5 point Likert Scale 1
location
Availability based on time 5 point Likert Scale 2
Communication barrier 5 point Likert Scale 18
Availability based on 5 point Likert Scale 20
information
Registration process 5 point Likert Scale 4
Cost-benefit Transaction fee 5 point Likert Scale 9
Reliability Reliability of information 5 point Likert Scale 22
Reliability of service 5 point Likert Scale 14
2.5 MEASUREMENT OF VALIDITY
We have chosen face validity method to measure the validity of the variables for the research.
Face Validity implies that the items chosen to measure a variable are logically related to it.
We have chosen seven complex variables to measure overall effectiveness from the
customers’ perspective. The variables are fulfilment, efficiency, security, convenience, cost
effectiveness, responsiveness of the customer service, and reliability. All these are logically
related to measure effectiveness. The service is considered to be effective if the customers
think it fulfils all their banking needs, it is secure, convenient, cost effective, reliable and
provides good quality customer service.
Under the seven complex variables there are 26 simple variables to measure the effectiveness
of the service. Logically related questions are designed to measure the overall effectiveness
of the service. For example- to measure fulfilment we asked questions like Current Mobile
banking services can provide all the services of conventional banking- rate the statement in 5
points Likert scale. To measure security we asked question like Mobile banking is secure-
and to measure convenience a question like Registration in Mobile Banking is hassle free and
asked the respondents to rate the statement on 5 points Likert scale. All the items chosen to
ask the respondents are logically related to the simple variables, their corresponding complex
variable and lead to measure overall effectiveness of the service from customers’ point of
view.
2.6 RELIABILITY OF DATA
The reliability of data was verified using both Alpha and Split Half Technique. The data was
found to be:
10
TABLE 4 RELIABILITY STATISTICS (USING ALPHA TECHNIQUE)
Reliability Statistics (Using Alpha Technique)
Cronbach's Alpha Based on

Cronbach's Alpha Standardized Items N of Items
.851 .871 27
TABLE 5 RELIABILITY STATISTICS (USING SPLIT HALF TECHNIQUE)
Reliability Statistics (Using Split Half Technique)
Cronbach's Alpha Part 1 Value .684
N of Items 14a
Part 2 Value .797
N of Items 13b
Total N of Items 27
Correlation Between Forms .688
Spearman-Brown Coefficient Equal Length .815
Unequal Length .815
Guttman Split-Half Coefficient .795
a. The items are: Service Availability (Location), Service Availability (Time), Time Saving, Registration, Easy to use,
Easy Cash Collection, Easy Cash Deposit, Cash Limit, Higher Service Cost, Easy to access Information, Service
Safety, Privacy of Personal Information, Fear of Money Loss, and Service Reliability.
b. The items are: Service Reliability, General Banking Service Coverage, Customer Service Speed, Customer
Service Quality, Language, Friendly Customer Service, Availability of Important Information, Service
Customization, Mbanking Information is Reliable, Faster Service Delivery, Bank Office not Required, Remittance
Receiving Easier, Role in Economic Development, Satisfaction.
A Cronbach’s Alpha of 0.70 and above is considered to be reliable. Our Cronbach’s Alpha
based on standardized items is 0.871, indicating the reliability of data.
3.0 DATA ANALYSIS
3.1 SATISFACTION LEVEL
Based on the Co-Ordination Schema, 26 variables were selected to explain the satisfaction
level of M-Banking users. The Index Value (Mean of the 26 simple variables of all the
samples) was .76. However, the mean of the 27th Variable, which was the direct measurement
11
of Overall Satisfaction of the users, was found to be .72. A 5 point Likert Scale where +2
signifies Highly Satisfied and -2 denotes Highly dissatisfied was used to record feedback.
According to the scale, .76 lies more close to Satisfied point (+1)
Index Value Overall Satisfaction Similarity***

.76 .72 95%
(***Similarity here refers to how the Indexed and the Perceived Satisfaction level of the
sample are mathematically close)
After the Overall Satisfaction Level, separate satisfaction level for User Type & Sex was
calculated.
Sex Index Value Overall Satisfaction Similarity

Male .80 .77 97%
Female .59 .53 88%
Here, it is observed that there are some difference between Perceived Satisfaction Level of
Male and Female users, which might have some significance.
For bKash and DBBL users, the Satisfaction Level is:
User Type Calculated Mean Mean Overall Value Similarity

Satisfaction Satisfaction
DBBL .80 .75 94%
bKash .675 .66 98%
The variation of values obtained from this category is also in the range of further statistical
analysis.
3.2 SIMILARITY TEST
The similarity of the data can be determined in multiple ways. Independent Sample t Test and
Test of Independence are very good tools to examine the statistical dissimilarity between
categories (population).
3.2.1 FOR USER TYPE
Independent Sample t test:
Ho: Mean of DBBL = Mean of bKash
Ha: Mean of DBBL ≠ Mean of bkash
12
Now, analyzing the two different populations in Independent Sample T Test, it was found
that the Two Tailed Significance Level was .587. As the confidence level was 95%, the
expected value was .05. As the calculated value is higher, it can be inferred that the
populations are similar in nature.
3.2.2 FOR SEX CATEGORY
Independent Sample t test:
Ho= Mean of Male Users = Mean of Female Users
Ha = Mean of Male Users ≠ Mean of Female Users
Now, analyzing these two populations in Independent Sample T Test, the Two Tailed
Significance Level value was calculated to be .191. If the confidence level was 95% here
also, the expected value was .05. As the calculated value is higher, the populations are similar
in nature.
3.3 TEST OF INDEPENDENCE
Test of Independence could be used to find the similarity between the categories.
3.3.1 FOR SEX CATEGORY
Running Chi Square Test of Independence for Sex gives us the following output:
TABLE 6 SATISFACTION: SEX CATEGORY CROSS TABULATION
Satisfaction * Sex Cross tabulation
Sex
Male Female Total
Satisfaction Completely Disagree Count 9 2 11
Expected Count 9.1 1.9 11.0
% within Satisfaction 81.8% 18.2% 100.0%
% within Sex 4.8% 5.0% 4.9%
% of Total 4.0% .9% 4.9%
Disagree Count 26 5 31
% within Sex 14.0% 12.5% 13.7%
% of Total 11.5% 2.2% 13.7%

Neutral Count 19 9 28
13
% within Sex 10.2% 22.5% 12.4%
% of Total 8.4% 4.0% 12.4%
Agree Count 76 18 94
% within Sex 40.9% 45.0% 41.6%
% of Total 33.6% 8.0% 41.6%
Completely Agree Count 56 6 62
% within Sex 30.1% 15.0% 27.4%
% of Total 24.8% 2.7% 27.4%

Total Count 186 40 226
% within Sex 100.0% 100.0% 100.0%
% of Total 82.3% 17.7% 100.0%
Chi Square Asymp. Sig. (2 Sided) Value was .139 which is not lower than .05 (95%
Confidence Level). Male and Female satisfaction distribution is similar.
3.3.2 FOR USER TYPE
Running Chi Square Test of Independence for User type gives us the following output.
TABLE 7 SATISFACTION: USER TYPE CROSS TABULATION
Satisfaction * User Type Crosstabulation
User Type
DBBL bKash Total
Satisfaction Completely Disagree Count 5 6 11

% within User Type 3.4% 7.2% 4.7%
14
% within User Type 13.4% 14.5% 13.8%
% within User Type 12.8% 13.3% 12.9%
% within User Type 45.6% 34.9% 41.8%
Completely Agree Count 37 25 62
% within User Type 24.8% 30.1% 26.7%

% within User Type 100.0% 100.0% 100.0%
As Chi Square Asymp. Sig. (2 Sided) Value is .440 which not lower than alpha=.05 here,
bKash and DBBL user satisfaction level is similar.
3.3.3 FOR DIFFERENT PROFESSIONS
Running Chi Square Test of Independence for Profession gives us the following output.
TABLE 8 SATISFACTION: PROFESSION CROSS TABULATION
Satisfaction * Profession Crosstabulation
Profession
Student Service Housewife Business Others Farmer Total
Completely Count 7 3 0 1 0 0 11
Disagree
Expected Count 5.0 2.8 .1 2.6 .4 .0 11.0
% within Satisfaction 63.6% 27.3% .0% 9.1% .0% .0% 100.0%
% within Profession 6.9% 5.4% .0% 1.9% .0% .0% 4.9%
Disagree Count 12 10 0 8 0 0 30
15
Expected Count 13.7 7.5 .4 7.1 1.1 .1 30.0
% within Satisfaction 40.0% 33.3% .0% 26.7% .0% .0% 100.0%
% within Profession 11.8% 17.9% .0% 15.1% .0% .0% 13.5%
Neutral Count 15 7 1 4 1 0 28
Expected Count 12.8 7.0 .4 6.7 1.0 .1 28.0
% within Satisfaction 53.6% 25.0% 3.6% 14.3% 3.6% .0% 100.0%
% within Profession 14.7% 12.5% 33.3% 7.5% 12.5% .0% 12.6%
Agree Count 40 20 1 26 5 1 93
Expected Count 42.5 23.4 1.3 22.1 3.3 .4 93.0
% within Satisfaction 43.0% 21.5% 1.1% 28.0% 5.4% 1.1% 100.0%
% within Profession 39.2% 35.7% 33.3% 49.1% 62.5% 100.0% 41.7%
Completely Count 28 16 1 14 2 0 61
Agree
Expected Count 27.9 15.3 .8 14.5 2.2 .3 61.0
% within Profession 27.5% 28.6% 33.3% 26.4% 25.0% .0% 27.4%
Total Count 102 56 3 53 8 1 223
Expected Count 102.0 56.0 3.0 53.0 8.0 1.0 223.0
% within Profession 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
Asymp. Sig. (2 Sided) Value is .994 which is not lower than alpha=.05 here, satisfaction
among people of different profession are similar.
16
3.3.4 FOR EDUCATION LEVEL
Running Chi Square Test of Independence for Education gives us the following output.
TABLE 9 SATISFACTION: EDUCATION LEVEL CROSS TABULATION
Satisfaction * Education Crosstabulation
Education
Lower Higher
Primary Secondary Secondary Secondary University Total
Completely Count 0 0 2 4 5 11
Disagree Expected Count .3 .6 1.4 3.7 5.0 11.0
% within Satisfaction .0% .0% 18.2% 36.4% 45.5% 100.0%
% within Education .0% .0% 7.7% 5.7% 5.3% 5.3%
Disagree Count 3 3 3 5 15 29
Expected Count .8 1.7 3.6 9.8 13.1 29.0
% within Satisfaction 10.3% 10.3% 10.3% 17.2% 51.7% 100.0%
% within Education 50.0% 25.0% 11.5% 7.1% 16.0% 13.9%
Neutral Count 1 2 1 6 17 27
Expected Count .8 1.6 3.4 9.1 12.2 27.0
Agree Count 1 4 10 28 37 80
Expected Count 2.3 4.6 10.0 26.9 36.2 80.0
Agree Expected Count 1.8 3.5 7.6 20.5 27.6 61.0

Total Count 6 12 26 70 94 208
Expected Count 6.0 12.0 26.0 70.0 94.0 208.0
Like the previous ones, Asymp. Sig. (2 Sided) Value is .158 which is not lower than
alpha=.05 here, satisfaction among people of different education level are also similar.
17
3.3.5 FOR DIFFERENT AGE GROUPS
The whole population was divided in 5 age Groups.

TABLE 10 AGE GROUPS
Age Range Group

17 and below 1
18 to 23 2
24 to 28 3
29 to 33 4
33 and above 5
The following values were found:
TABLE 11 SATISFACTION: AGE GROUP CROSS TABULATION
Satisfaction * Age Group Crosstabulation
Age Group
1.00 2.00 3.00 4.00 5.00 Total
Disagree Expected Count .3 6.1 3.7 1.6 1.4 13.0
% within Age Group 16.7% 5.0% 2.7% 6.3% 7.4% 5.0%
% of Total .4% 2.3% .8% .8% .8% 5.0%
Expected Count .8 16.3 10.0 4.3 3.6 35.0
% within Satisfaction .0% 45.7% 31.4% 8.6% 14.3% 100.0%
% within Age Group .0% 13.2% 14.9% 9.4% 18.5% 13.5%
% of Total .0% 6.2% 4.2% 1.2% 1.9% 13.5%
Expected Count .9 17.2 10.5 4.6 3.8 37.0
% within Age Group 16.7% 17.4% 10.8% 9.4% 14.8% 14.2%
% of Total .4% 8.1% 3.1% 1.2% 1.5% 14.2%
Agree Count 1 50 33 17 8 109
Expected Count 2.5 50.7 31.0 13.4 11.3 109.0

% within Satisfaction .9% 45.9% 30.3% 15.6% 7.3% 100.0%
18
% within Age Group 16.7% 41.3% 44.6% 53.1% 29.6% 41.9%
% of Total .4% 19.2% 12.7% 6.5% 3.1% 41.9%
Completely Agree Count 3 28 20 7 8 66
Expected Count 1.5 30.7 18.8 8.1 6.9 66.0
% within Age Group 50.0% 23.1% 27.0% 21.9% 29.6% 25.4%
% of Total 1.2% 10.8% 7.7% 2.7% 3.1% 25.4%

Total Count 6 121 74 32 27 260
Expected Count 6.0 121.0 74.0 32.0 27.0 260.0
% within Age Group 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
% of Total 2.3% 46.5% 28.5% 12.3% 10.4% 100.0%
Asymp. Sig. (2 Sided) Value is .762 which is not lower than alpha=.05 here, satisfaction
among people of different age level are also similar.
However, Chi Square Test considering the Area was also run and the responses of all the
areas of the city is not similar (alpha value =0)
19
3.4 INTER ITEM CORRELATION
With Overall Satisfaction, the Variables exhibit the following co-relation.

TABLE 12 INTER-ITEM CORRELATION MATRIX
Inter-Item Correlation Matrix

Satisfaction Satisfaction
Service Availability (Location) .530 Service Reliability .541
Service Availability (Time) .445 General Banking Service .408
Coverage
Time Saving .319 Customer Service Speed .416
Registration .271 Customer Service Quality .353
Easy to use .300 Language -.247
Easy Cash Collection .383 Friendly Customer Service .455
Easy Cash Deposit .199 Availability of Important .231
Information
Cash Limit -.298 Service Customization .391
Higher Service Cost -.026 Mbanking Information is .468
Reliable
Easy to access Information .259 Faster Service Delivery .316
Service Safety .227 Bank Office not Required .172
Privacy of Personal .258 Remittance Receiving Easier .359
Information
Fear of Money Loss .316 Role in Economic Development .353
Here, the following are Top 7 Co-related variables:
1. Service Reliability
2. Service Availability (Location)
3. M-Banking Information is reliable
4. Friendly Customer Service
5. Service Availability (Time)
6. Customer Service Speed
7. General Banking Service Coverage
20
3.5 FACTOR ANALYSIS
Factor Analysis helps us to identify the key variables which are contributing most to describe
the model. But prior to Factor Analysis, KMO testing is required to ensure that the number of
data is enough to run the analysis. Ideally, the KMO value should be greater than 0.6.
TABLE 13 KMO & BARTLETT'S TEST
KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .843
Bartlett's Test of Sphericity Approx. Chi-Square 2274.849
df 325
Sig. .000
KMO value for the research was .843.
From the Factor Analysis, it was interpreted that Initial Eigen values can explain 65.106% of
the variance can be described by 8 Factors.
After 333 Varimax Rotations, 8 Factors were found. The 8 Factors are:
TABLE 14 FACTORS, FACTOR LOADING & VARIANCE EXPLAINED
Factor Variable Factor Loading Variance

Explained
Factor 1: Friendly Customer Service .767 29.208%
Service Support Registration .695
Service Reliability .574
Customer Service Quality .568
Service Customization .490
Customer Service Speed .439
Factor 2: Bank Office not Required .824 7.198%

Service Feature General Banking Service .716
Coverage
Remittance Receiving Easier .714
Factor 3: Ease of Use Easy Cash Deposit .745 5.853%

Easy Cash Collection .735
Easy to use .636
Time Saving .487
Factor 4: Service Privacy of Personal Information .736 5.506%
21
Privacy Service Safety .624
Easy to access Information .559
Role in Economic Development .447
Availability of Important .381
Information
Factor 5: Language -.733 5.086%

Convenience Service Availability (Time) .596
Service Availability (Location) .584
Factor 6: Service Cash Limit -.863 4.408%

Limitation
Factor 7: Pace Faster Service Delivery .785 3.997%

Mbanking Information is Reliable .515
Factor 8: Uncertainty Fear of Money Loss .752 3.850%

Higher Service Cost -.402
65.106%
Total:
To determine the individual factor’s relation with overall satisfaction as dependent variable,
we ran 8 linear regressions with the factors as independent variables and compiled the
following table:
TABLE 15 REGRESSION MODEL DETAILS BETWEEN FACTORS & OVERALL SATISFACTION
Factor Name Adjusted R2 Model Significance Beta

Factor 1: Service Support .156 000 0.400
Factor 2: Service Feature 0.0 .301 0.068
Factor 3: Ease of Use .024 0.011 .168
Factor 4: Service Privacy .023 0.12 .164
Factor 5: Convenience .079 .000 .281
Factor 6: Service Limitation .064 .000 .254
Factor 7: Pace .049 .000 .231
Factor 8: Uncertainty .013 .046 .131
22
Then we ran a linear regression in enter mode with 8 factors together as independent
variables and overall satisfaction as dependent variable. The following is the output:
TABLE 16 REGRESSION MODEL DETAILS BETWEEN THE FACTORS & OVERALL SATISFACTION (ENTER
MODE)
Model Summary
Std. Error of the

R R Square Adjusted R Square Estimate
.659a .434 .413 .821
a. Predictors: (Constant), REGR factor score 8 for analysis 1, REGR factor score 7 for
analysis 1, REGR factor score 6 for analysis 1, REGR factor score 5 for analysis 1, REGR
factor score 4 for analysis 1, REGR factor score 3 for analysis 1, REGR factor score 2 for
analysis 1, REGR factor score 1 for analysis 1
ANOVAb
Model Sum of
Squares df Mean Square F Sig.
1 Regression 115.030 8 14.379 21.349 .000a
Residual 150.194 223 .674
Total 265.224 231
a. Predictors: (Constant), REGR factor score 8 for analysis 1, REGR factor score 7 for analysis 1, REGR factor
score 6 for analysis 1, REGR factor score 5 for analysis 1, REGR factor score 4 for analysis 1, REGR factor
score 3 for analysis 1, REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1
b. Dependent Variable: Satisfaction
Coefficientsa
Model Unstandardized Standardized

Coefficients Coefficients
B Std. Error Beta t Sig.
1 Factor 1: Service Support .784 .054 14.560 .000
Factor 2: Service Feature .429 .054 .400 7.936 .000
Factor 3: Ease of Use .073 .054 .068 1.354 .177
23
Factor 4: Service Privacy .180 .054 .168 3.328 .001
Factor 5: Convenience .175 .054 .164 3.250 .001
Factor 6: Service .302 .054 .281 5.586 .000

Limitation
Factor 7: Pace .272 .054 .254 5.033 .000
Factor 8: Uncertainty .248 .054 .231 4.586 .000
Factor 1: Service Support .141 .054 .131 2.602 .010
a. Dependent Variable: Satisfaction
Then we ran a linear regression in step by step mode with 8 factors together as independent
variables and overall satisfaction as dependent variable. The following is the output:
TABLE 17 REGRESSION MODEL DETAILS BETWEEN THE FACTORS & OVERALL SATISFACTION
(STEPWISE MODE)
Model Summary
Model Std. Error of the
7 .655g .429 .411 .822
a. Predictors: (Constant), REGR factor score 1 for analysis 1

ANOVAh
Model Sum of
7 Regression 113.796 7 16.257 24.048 .000g
Residual 151.428 224 .676
Total 265.224 231
g. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for
analysis 1, REGR factor score 6 for analysis 1, REGR factor score 7 for analysis 1,
REGR factor score 3 for analysis 1, REGR factor score 4 for analysis 1, REGR factor
score 8 for analysis 1
h. Dependent Variable: Satisfaction
Coefficientsa
Model B Std. error Standardized t Sig

Beta
Coefficients
Constant .784 .054 14.533 .000
Factor 1: Service Support .429 .054 .400 7.921 .000
24
Model Summary
7 .655g .429 .411 .822

ANOVAh
Model Sum of
7 Regression 113.796 7 16.257 24.048 .000g
Residual 151.428 224 .676
Total 265.224 231
g. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for
analysis 1, REGR factor score 6 for analysis 1, REGR factor score 7 for analysis 1,
REGR factor score 3 for analysis 1, REGR factor score 4 for analysis 1, REGR factor
Factor 5: Convenience .302 .054 .281 5.576 .000
Factor 6: Service Limitation .272 .054 .254 5.024 .000
Factor 6: Service Limitation .248 .054 .231 4.578 .000
Factor 7: Pace .180 .054 .168 3.321 .001
Factor 4: Service Privacy .175 .054 .164 3.244 .001

Factor 8: Uncertainty .141 .054 .131 2.597 .010
From the factor regressions, we see that factor 1, 5 & 6 are highly explaining the dependant
variable.
3.6 REGRESSION
Multiple Regression can be used to address a variety of research questions. It can tell you
how well a set of variables is able to predict a particular outcome.
For getting the equation of the dependent variable (Overall Satisfaction Level), several
regression techniques can be used. If we use simple Enter regression method, we will see the
following:
25
TABLE 18 REGRESSION MODEL SUMMARY (ENTER MODE)
Model Summaryb
Mode Change Statistics

l R Adjusted R Std. Error of R Square F Sig. F
R Square Square the Estimate Change Change df1 df2 Change
1 .728a .530 .466 .834 .530 8.288 26 191 .000

dimension0
a. Predictors: (Constant), Role in Economic Development, Registration, Higher Service Cost, Privacy of Personal
Information, Cash Limit, Easy to use, Availability of Important Information, Language, Bank Office not Required,
Easy to access Information, Easy Cash Deposit, Fear of Money Loss, Time Saving, Service Customization,
Customer Service Quality, Faster Service Delivery, Service Availability (Location), Service Safety, Customer
Service Speed, Mbanking Information is Reliable, Remittance Receiving Easier, Easy Cash Collection, Service
Reliability, Friendly Customer Service, Service Availability (Time), General Banking Service Coverage
So the model is 46.6% descriptive of the Overall Satisfaction Level.
Considering Beta of this regression, we listed top 5 variables:

2. Service Availability
3. Easy Cash Collection
4. Service Customization
5. Easy Cash Deposit
However, for a better result, Multi stage regression was again run. The stages were steps and
each step represented one Complex Variable of the schema. The result was:
TABLE 19 REGRESSION MODEL SUMMARY (STEPWISE MODE)
Model Summaryb
Mode Change Statistics

l R Adjusted R Std. Error of R Square F Sig. F
R Square Square the Estimate Change Change df1 df2 Change
1 .728a .530 .466 .834 .530 8.288 26 191 .000

dimension0
26
a. Predictors: (Constant), Role in Economic Development, Registration, Higher Service Cost, Privacy of Personal Information,
Cash Limit, Easy to use, Availability of Important Information, Language, Bank Office not Required, Easy to access
Information, Easy Cash Deposit, Fear of Money Loss, Time Saving, Service Customization, Customer Service Quality, Faster
Service Delivery, Service Availability (Location), Service Safety, Customer Service Speed, Mbanking Information is Reliable,
Remittance Receiving Easier, Easy Cash Collection, Service Reliability, Friendly Customer Service, Service Availability
(Time), General Banking Service Coverage
The reliability of this model is also equal, 46.6%.

However, using stepwise regression, the model efficiency was found to be 55.2%. Here, the
remaining variables are :
TABLE 20 REMAINING VARIABLES FROM STEPWISE REGRESSION
Coefficientsa
Model Standardized
Unstandardized Coefficients Coefficients
9 (Constant) -.052 .120 -.438 .662
Service Reliability .376 .064 . 5.918 .000

343
Service Availability .257 .048 .298 5.351 .000

(Location)
Mbanking Information is .319 .070 .244 4.557 .000

Reliable
Easy Cash Collection .376 .084 .270 4.464 .000
Higher Service Cost .150 .044 .171 3.388 .001
Easy Cash Deposit -.244 .079 -.185 -3.100 .002
Language -.145 .046 -.161 -3.130 .002
Registration -.142 .061 -.128 -2.310 .022
Service Customization .131 .058 .120 2.251 .026

From the Beta Value of Regression, we can differentiate the relatively more contributing
variables.
The top 5 variable with higher Beta value will be:
2. Service Availability
3. Easy Cash Collection
4. M-banking information is reliable
5. Easy Cash Deposit
27
4.0 FINDINGS
As researchers, we have taken interview of mobile banking authority and mobile banking
agents apart from surveying the customers. So our findings are deducted both from our
survey and from our interviews with mobile banking authority and agents. Lastly, we have
some findings from our perspective.
4.1 HYPOTHESIS TESTING
We have assumed that the customers are satisfied with the m-banking service if the mean
value of their responses is greater than 0.5. So, our null and alternate hypotheses are:
H0 : p<=0 .5
Ha : p>0 .5
To test hypotheses, we conducted one sample t-test in SPSS with 233 degrees of freedom and
95% confidence level. So tcritical = 1.65. If tcalc > tcritical we accept Ha. Here t-test is used
instead of z-test because the probability of t approaches that of z when the sample size
increases towards infinity. (Press, Flannery, Teukolsky, & Vetterling, 1994)
The results of the t-tests for each simple variable are as follows:
TABLE 21 HYPOTHESE TESTING
Sl. Alternate Hypothesis (Ha) t-value Level of Decision

Significance
1. Majority of mobile banking customers think that
they can use mobile banking services anywhere 7.14 Accept Ha
in Dhaka. 0.000
2. Majority of the customers think mobile banking 17.429 Accept Ha

0.000
service is available anytime.
3. Majority of the m-banking users think it is time
saving. 27.510 0.000 Accept Ha
4. Majority of the customers think registration is
hassle free. 15.844 0.000 Accept Ha
5. Majority of the m-banking customers think that
simplicity is one of the major feature of mobile 25.293 Accept Ha
0.000
banking.
28
6. Majority of the customers think cash-out at 24.940 Accept Ha
0.000
mobile banking point is an easy process.
7. Majority of the customers think cash-in at
mobile banking point is an easy process. 23.130 0.000 Accept Ha
8. Majority of the customers think that transaction
limit is not a problem of mobile banking service. -11.642 0.000 Accept Ha
9. Majority of the customers thinks transaction fee
of m-banking is not higher than conventional -5.431 Accept Ha
0.000
banking.
10. Majority of the customers think account inquiry
is easier in Mobile Banking. 13.406 0.000 Accept Ha
11. Majority of the mobile banking users think 19.199 Accept Ha

0.000
mobile banking is secure.
Majority of m-banking think it protects their
12. 17.472 0.000 Accept Ha
privacy
13. Majority of the m-banking think there is no 16.598 Accept Ha

0.000
chance of money loss in m-banking.
14. Majority of the customers think Mobile Banking
is equally reliable to conventional Banking. 12.525 0.000 Accept Ha
15. Majority of the m-banking customers think it
provides all the services of conventional banking 4.341 Accept Ha
0.000
service.
16. Majority of the customers think that the
customer service of m-banking can give a fast 7.537 Accept Ha
0.000
solution to a problem
17. Majority of the customers think m-banking point
officials/ customer service officials are better 15.465 Accept Ha
0.000
than conventional banking service.
18. Majority of the customers think language Barrier
is not a problem for Mobile Banking. -.502 .6919 Reject Ha
19. Majority of the customers think m-banking point
officials/ customer service are friendly. 14.056 0.000 Accept Ha
20. Majority of the m-banking customers think that 5.552 Accept Ha

0.000
all the important information is available.
21. Majority of the m-banking users think the
service can be customized according to their 8.983 Accept Ha
0.000
needs.
22. Majority of the customers think information
provided by Mobile Banking Service is reliable. 15.663 0.000 Accept Ha
Majority of the customers think Mobile Banking
23. can fasten the pace of banking service delivery. 19.498 0.000 Accept Ha

going to the branch offices of banks is not 0.000
necessary because of m-banking.
29
25. Majority of the customer think it is easier to send
money from abroad with mobile banking 7.323 Accept Ha
0.000
services.

m-banking can play an important role in the 0.000
economic growth of Bangladesh.

0.000
current m-banking service quality is satisfactory.
4.2 FINDINGS FROM OBJECTIVES
Now looking at the specific objectives, we can calculate a summated scale for each complex
variable based simple variable indices. Then we compare the summated scale with the mean
of overall satisfaction which is 0.72 and median satisfaction which is 0 to comment on
performance of each specific objective.
TABLE 22 PERFORMANCE OF EACH SPECIFIC OBJECTIVE
Related Comment Comment

Complex Summated based on based on
Specific Objectives
Variables Scale overall mean median
satisfaction satisfaction
8. To find out perceived level of Fulfilment
fulfilment among m-banking .57 Below par Above par
customers
9. To find out perceived level of Efficiency
efficiency among m-banking 1.05 Above par Above par
customers
10. To find out perceived level of Security
security among m-banking 1.02 Above par Above par
customers
11. To find out perceived level of Responsive
responsiveness from banks among ness .79 Above par Above par
m-banking customers
12. To find out perceived level of Convenienc
convenience among m-banking e .62 Below par Above par
customers
13. To find out perceived level of cost Cost
effectiveness among m-banking effectivenes -.44
s Below par Below par
customers
14. To find out perceived level of Reliability
reliability among m-banking .86 Above par Above par
customers
30
From the table we can see that, according to customers’ perception, only one complex
variable – cost effectiveness is below par from both overall mean satisfaction value and
median value. Three of the complex variables – fulfilment, convenience and cost
effectiveness, are below par from overall mean satisfaction.
TABLE 23 FINDINGS REGARDING BROAD OBJECTIVES
Broad Objective Parameter Summat Comment Comment

ed Scale based on based on
overall mean median
satisfaction satisfaction
To measure the effectiveness of mobile
banking services from the Effectivenes 0.64 Below Par Above Par
consumers’perception based on s
customers’ experience
Since Effectiveness is above median satisfaction level, we can conclude that it is on the
positive side of the scale. But Effectiveness is below overall mean satisfaction suggests that
there are external variables affecting overall mean satisfaction other than the variables taken
into account. Here the underlying assumption is that effectiveness translates into satisfaction.
The following table compares indices of individual variables with mean overall satisfaction
of .72:
TABLE 24 PERFORMANCE OF SIMPLE VARIABLES
Variables Index Comment
Service Availability (Location) .59 Below par
Service Availability (Time) 1.06 Above par

Time Saving 1.35 Above par
Registration 1.04 Above par
Easy to use 1.33 Above par
Easy Cash Collection 1.32 Above par
Easy Cash Deposit 1.28 Above par
Cash Limit -.90 Below par
Higher Service Cost -.44 Below par
Easy to access Information .88 Above par
Service Safety 1.11 Above par

Privacy of Personal Information .97 Above par
Fear of Money Loss .97 Above par

Service Reliability .82 Above par
31
General Banking Service Coverage .35 Below par
Customer Service Speed .59 Below par

Customer Service Quality .91 Above par
Language -.04 Below par
Friendly Customer Service .88 Above par
Availability of Important Information .64 Below par
Service Customization .63 Below par

M-banking Information is Reliable .90 Above par
Faster Service Delivery 1.05 Above par

Bank Office not Required .75 Above par
Remittance Receiving Easier .60 Below par
Role in Economic Development 1.02 Above par
Satisfaction .72 N/A
4.3 FINDINGS FROM INDEX ANALYSIS
From our ‘Index analysis’, we have found out that the m-banking customers are overall
satisfied but there are scopes for more improvements. To understand the perceptions of
customers about the whole satisfaction level, we have identified factors that have positive and
negative impacts on satisfaction level of the customers.
32
TABLE 25 FACTORS HAVING POSITIVE & NEGATIVE IMPACTS ON CUSTOMERS
Positive impacts Negative impacts

Service Availability(time) Lack of Service Availability(location)
Time saving Cash limit
Registration Higher service cost
Easy to use Lack of General Banking service coverage

Easy cash collection Lack of Customer service speed
Easy cash deposit Language
Easy to access information Lack of Availability of important information
Service safety Difficulty of Service customization
Privacy of Personal information Dependency on conventional Banking
Lack of Fear of money loss Difficulty in receiving remittance
Service reliability
Customer service quality
Friendly Customer Service
Reliability of m-banking information
Faster Service Delivery
While identifying the positive and negative impacts, any variable for which the index is
below 0.76 which is the overall satisfaction index, we have considered that these variables
have failed to play a positive impact in determining the overall satisfaction of the m-banking
customers.
4.4 FINDINGS FROM CORRELATION ANALYSIS
We have run a correlation analysis with each variable to overall satisfaction. After the
correlation analysis, we have identified top 7 correlated variables to overall satisfaction:
TABLE 26 FINDINGS FROM CORRELATION ANALYSIS
Service Reliability 0.541

Service Availibility(location) 0.53
Reliability of m-Banking information 0.468
Friendly customer service 0.455
Service Availibility(time) 0.445
Customer Service Speed 0.416
General Banking Service Coverage 0.408
33
4.5 FINDINGS FROM FACTOR ANALYSIS
From our factor analysis, we have identified 8 factors. Among these factors, factor 1, factor 5
and factor 6 are the three most important factors (according to regression run with the factors
together as independent variables and overall satisfaction as dependent variables) These
factors are comprised of the following variables:
TABLE 27 THE MOST IMPORTANT FACTORS & THE RESPECTIVE VARIABLES
Factor Variable
Registration
Factor 1:Service
Support Friendly Customer Service
Service Reliability
Customer Service Quality

Factor 5: Additional
Language
Support
Service Availability (Time)
Faster Service Delivery
Factor 6: Service Pace M-Banking Information is Reliable
Time saving
4.6 FINDINGS FROM REGRESSION ANALYSIS
From multiple regression analysis, we have tried to find out the variables which have more
dependency with the overall satisfaction. The top 5 variables that we have got are in the
following:
TABLE 28 TOP 5 VARIABLES
Top 5 variables
Service Reliability
Service Availability(time)
Easy Cash Collection
Reliability of m-Banking information
Easy cash deposit
34
4.7 FINDINGS FROM INTERVIEW WITH M-BANKING AUTHORITY
According to Mr. Rahman, Deputy Managing Director of Dutch Bangla Bank Limited, the
number of mobile banking service subscribers was 1.9 lacs in March, 2012 and the number is
growing exponentially, approximately 40,000 new clients join every month. (Rahman, 2012)
The service was fully launched in May 2011. The service was launched focusing migrant
workers and farmers. In order to expand the service to reach general people, DBBL
strategized to partner with grass-root dealers and telecom service retailers such as flexi load
points, calling them mobile banking agents. Total number of mobile banking agents is 9434
till June 29, 2012. (DBBL) DBBL also built mobile banking offices in select places for solid
service delivery. Being a new service, any meaningful growth rate could not be measured.
4.8 FINDINGS FROM INTERVIEW WITH M-BANKING AGENTS
We interviewed the m-banking agents who helped us with our survey. We contacted around
20 ex and present agents and collected feedbacks from them. The feedbacks could be grouped
according to areas since some of the issues rose in specific areas.
TABLE 29 FEEDBACKS OF MOBILE BANKING AGENTS
Transaction cost drives away customers

More support and service from bank is
Benefits for agents against service
Number of outlets is too few
Closed down dealership

Cash-limit is a problem
Agents
delivery efforts is low
Too few customers

needed
SIM Gallery, Mohammedpur Yes Yes Yes Yes No No No
Shamim Brothers, Nilkhet Yes No Yes Yes No No No

Mr. Bulbul, Katabon Yes No Yes Yes No Yes No
Mr.Rubel, Katabon Yes Yes Yes Yes No No No

DBBL Mobile Banking Office, Yes N/A No Yes No No No
Elephant Road
35
Transaction cost drives away customers
More support and service from bank is
Benefits for agents against service
Number of outlets is too few
Closed down dealership

Cash-limit is a problem
Agents
delivery efforts is low
Too few customers

needed
Bornomala Library, Azimpur Yes No No Yes No Yes No
Mr.Robi, Farmgate Yes No Yes Yes No No No
Patriots Trade International, Mirpur 7 Yes Yes Yes Yes Yes No No

Mr.Aslam, Mirpur 1 Yes Yes Yes Yes No No No
GulshanRobi Sheba Yes No Yes Yes No No No
Rahmania Super Market, Gulshan 1 Yes N/A N/A N/A N/A Yes Yes
(Ex-agent)
Halim Telecom, Gulshan 2 Yes N/A N/A N/A N/A Yes Yes
(Ex-agent)
Life Pharma, Uttara Yes No Yes Yes Yes No No
4.9 FINDINGS OF RESEARCHERS
The research found out information regarding some other issues:
1. Lack of accessible database of agent locations: DBBL website does not offer any
address of mobile banking agents. When asked about this inefficiency, they said their list
of agents is being updated and they will offer the addresses online once they have built a
sufficiently large list. The only way to find an outlet is to call DBBL hotline and ask for
nearby outlets. On the other hand, bKash website gives dealer address based on location.
Even with addresses, finding any agent location is a daunting task. Many of the addresses
are incomplete. The irregular addressing system of Dhaka also creates confusion. The
difficulty of finding an agent quickly creates unforeseen hassle for customers and
ultimately renders the whole system pointless.
36
2. Low commission rate: The commission rate of DBBL for each 1000 BDT of
transactions is 4 BDT. This is low and caused dissatisfaction among the agents, causing
them to stop their services.
3. Lack of update in the database: The banking authorities themselves are not yet aware
of agents’ status. Some of the agents we were given address of were closed down.
4. Multiple service providers: Some of the agents offer multiple m-banking service
including both DBBL and bKash to increase customers and margin.
5. Diversity among dealers: Banking authorities have opened dealership to anyone

interested. So diverse type of businesses has entered dealership including medicine shop,
clothes seller, flexiload points, grocery stores and mobile banking only outlets.
6. Training: The agents were trained to use the services by banking authorities.
7. Targeted population: The target groups of m-banking services are low-income migrant
workers and rural people. But the banks marketing strategy seems to focus more on
students.
8. New entrants: Mercantile Bank and Bank Asia has launched m-banking on a very
limited scale.
9. Differences in service: Though termed mobile banking, bKash is mostly used for money
transfer while many DBBL users use DBBL m-banking for banking purposes as well as
money transfer.
5.0 RECOMMENDATIONS
According to the conducted research, most of the customers are overall satisfied with the
current standings of M-banking in Dhaka. But it is also clear that there is ample scope for
improvement to achieve higher customer satisfaction and loyalty. Here are a few
recommendations where, according to the research findings, development is needed or
expected.
1. Increase focus on below par service components: M-banking authorities should

increase their focus on below average service components such as cost-benefit,
convenience and fulfillment.
2. Number of Outlets: Number of mobile banking outlets should be increased citywide.
The number of customer for M-banking is increasing day by day. More outlets will be
needed in near future anyway.
37
3. Service Cost: Many of the customers are middle and lower middle class. Lowering
the service cost for mobile banking services would most likely bring customer
satisfaction and retention.
4. Skilled Service Provider: Many of the service providers are not skilled or dedicated
enough. Training the service providers could increase their interpersonal skills and
serve the customer faster.
5. Language: The language of the Mobile banking service is English. But there are
many customers who are illiterate or cannot understand English. For them, the service
is a bit hard to follow. If the service could be given in Bangla too, it would be popular
among such customers and could reach more people.
6.0 CONCLUSION
From the research we can conclude that according to the perception of service users,
effectiveness is on the positive side of the scale between being neutral and effective. Mobile
banking is quite affordable and a convenient source of all the conventional banking services.
In Bangladesh, mobile banking has not yet developed to the full extent; it is still growing.
Still people are availing of the current mobile banking services and with the help of it
transactions are taking place in the remote corners of the country. However, most of the
people of Bangladesh are not accustomed to using mobile banking. The absence of
customized services and skilled service providers are some of the impediments behind people
of this country not using mobile banking. The mobile banking agents are also dissatisfied
because of the lower commission rates. Through better marketing efforts, mobile banking can
be made more popular among the common people of Bangladesh. The services need to be
customized and the agents have to be properly compensated for a steady flow of services to
the final customer.
38
END NOTES
Par value: Standardized value
Agent: Dealers authorized by banks to provide m-banking service
M-banking outlets: Service points (shops) where customers can avail m-banking services
Telcos/ Telecom Operators: Companies providing telecommunication service. In Bangladesh,

the telecom operators are Grameen Phone, Banglalink, Citycell, Robi, Airtel and Teletalk.
Flexiload Points: Shops where telecom customers can recharge their cell phone credit
Commission: The incentive received by agents from banks for providing m-banking services.
The incentive currently is 4 taka per 1000 taka transaction.
39
BIBLIOGRAPHY
 DBBL. (n.d.). Mobile Banking Agents: DBBL. Retrieved June 29, 2012, from DBBL
Website: http://www.dutchbanglabank.com/DBBLWeb/mobileagents.jsp
 Press, W. H., Flannery, B. P., Teukolsky, S. A., & Vetterling, W. T. (1994).

Numerical recipes in Pascal. Cambridge University Press.
 Rahman, M. M. (2012, April 1). DBBL Mobile Banking. (A. Ahmed, & K. N.
Ahmed, Interviewers)
 Rahman, S. S. (2011). Mobile Banking in Bangladesh. Unpublished Report, Daffodil

International University, Dhaka, Bangladesh.
 Ondiege P. (2010). Mobile Banking in Africa: Taking the Bank to the People, Journal
of ‘Africa Economic Brief’ , Vol. 1 Issue 8, p.1
 Bangens,L. &Soderberg,B. (2008). Mobile Banking-Financial Service for the

Unbanked? Kista: Spider
 Baten, M. A., Kamil, A. A. (2010). E-Banking of Economical Prospects in

Bangladesh. Journal of Internet Banking and Commerce, August 2010, vol. 15, no.2.
Retrieved March 19, 2012
 Khatiwada, I., Pant, R., Karmacharya, H. (2010). Mobile Telephony and Mobile
Banking: Adoption, Issues and Potential Economic Impacts for Nepal. Nepal
Telecommunication Corporation. Retrieved March 19, 2012
 Sultana, R. (2009). Mobile Banking: Overview of Regulatory Framework in

Emerging Markets. 4th Communication Policy Research, South Conference,
Negombo, Sri Lanka. Retrieved March 19, 2012
 Lindsay, J. (2010). An Evaluation on the Effectiveness of Micro Finance Institutions.

Retrieved March 30, 2012, from Indiana University, School of Public and
Environmental Affairs Website:
http://www.indiana.edu/~spea/pubs/undergrad...4/lindsay_jennifer.pdf
40
 Kumbhar, V. M. (2011). Factors Affecting The Customer Satisfaction In E-Banking:
Some Evidences Form Indian Banks. Management Research And Practice, 3 (4), 1-
14.
 LaforetSylvie,LiXiaoyan, (2005), “Consumers’ attitudes towards online and mobile
banking in China”, Volume 23 issue 5.
 Luarn Pin and Lin Hsin-Hui(2005), Toward an understanding of the behavioral
intention to use mobile, banking,Volume 21, Issue 6, November 2005, pp. 873-891.
41
ANNEXURE
ANNEX 1: RELIABILITY TEST
Case Processing Summary
N %
Cases Valid 203 86.4
Excludeda 32 13.6
Total 235 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.851 27
Reliability Statistics
Cronbach's Alpha Part 1 Value .684
N of Items 14a
Part 2 Value .797
N of Items 13b
Total N of Items 27
Correlation Between Forms .688
Spearman-Brown Coefficient Equal Length .815
Unequal Length .815
Guttman Split-Half Coefficient .795
42
a. The items are: Service Availability (Location), Service Availability (Time), Time Saving, Registration, Easy
to use, Easy Cash Collection, Easy Cash Deposit, Cash Limit, Higher Service Cost, Easy to access Information,
Service Safety, Privacy of Personal Information, Fear of Money Loss, Service Reliability.
b. The items are: Service Reliability, General Banking Service Coverage, Customer Service Speed, Customer
Service Quality, Language, Friendly Customer Service, Availability of Important Information, Service
Customization, Mbanking Information is Reliable, Faster Service Delivery, Bank Office not Required,
Remittance Receiving Easier, Role in Economic Development, Satisfaction.
ANNEX 2: CHI SQUARE TEST
FOR SEX CATEGORY

Cases
Valid Missing Total
N Percent N Percen N Percen
t t
Satisfacti 226 96.2% 9 3.8% 235 100.0
on * Sex %
Satisfaction * Sex Crosstabulation

Sex Total
Male Female
Satisfaction Completely Count 9 2 11
Disagree Expected Count 9.1 1.9 11.0
% within Sex 4.8% 5.0% 4.9%
% of Total 4.0% .9% 4.9%
% within Sex 14.0% 12.5% 13.7%
% of Total 11.5% 2.2% 13.7%
% within Sex 10.2% 22.5% 12.4%
% of Total 8.4% 4.0% 12.4%
43
% within Sex 40.9% 45.0% 41.6%
% of Total 33.6% 8.0% 41.6%
Completely Count 56 6 62
Agree Expected Count 51.0 11.0 62.0
% within Sex 30.1% 15.0% 27.4%
% of Total 24.8% 2.7% 27.4%
% within Sex 100.0% 100.0% 100.0%
% of Total 82.3% 17.7% 100.0%
Chi-Square Tests
Value df Asymp. Sig.
(2-sided)
Pearson Chi-Square 6.939a 4 .139
Likelihood Ratio 6.767 4 .149
Linear-by-Linear 1.551 1 .213
Association
N of Valid Cases 226
a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 1.95.
FOR USER TYPE

Cases
Valid Missing Total
N Percent N Percent N Percent
Satisfactio 232 98.7% 3 1.3% 235 100.0%
n * User
Type
Satisfaction * User Type Crosstabulation
User Type Total
DBBL bKash
Satisfaction Completely Count 5 6 11
Disagree Expected Count 7.1 3.9 11.0
% within 45.5% 54.5% 100.0%
Satisfaction
44
% within User Type 3.4% 7.2% 4.7%
% of Total 2.2% 2.6% 4.7%
% within 62.5% 37.5% 100.0%
Satisfaction
% within User Type 13.4% 14.5% 13.8%
% of Total 8.6% 5.2% 13.8%
% within 63.3% 36.7% 100.0%
Satisfaction
% within User Type 12.8% 13.3% 12.9%
% of Total 8.2% 4.7% 12.9%
% within 70.1% 29.9% 100.0%
Satisfaction
% within User Type 45.6% 34.9% 41.8%
% of Total 29.3% 12.5% 41.8%
Completely Count 37 25 62
Agree Expected Count 39.8 22.2 62.0
% within 59.7% 40.3% 100.0%
Satisfaction
% within User Type 24.8% 30.1% 26.7%
% of Total 15.9% 10.8% 26.7%
% within 64.2% 35.8% 100.0%
Satisfaction
% within User Type 100.0% 100.0% 100.0%
% of Total 64.2% 35.8% 100.0%
Chi-Square Tests
Value df Asymp.
Sig. (2-
sided)
Linear-by-Linear .324 1 .569
Association
45
a. 1 cells (10.0%) have expected count less than 5. The minimum expected count is 3.94.
FOR DIFFERENT AGE GROUPS
Cases
Valid Missing Total
Satisfaction * Age Group 260 97.4% 7 2.6% 267 100.0%
Satisfaction * Age Group Crosstabulation
Age Group
1.00 2.00 3.00 4.00 5.00 Total
SatisfactionCompletely Count 1 6 2 2 2 13
Disagree
Expected Count .3 6.1 3.7 1.6 1.4 13.0
% within 7.7% 46.2% 15.4% 15.4% 15.4% 100.0%

Satisfaction
% within Age 16.7% 5.0% 2.7% 6.3% 7.4% 5.0%

Group
% of Total .4% 2.3% .8% .8% .8% 5.0%
Expected Count .8 16.3 10.0 4.3 3.6 35.0
% within .0% 45.7% 31.4% 8.6% 14.3% 100.0%

Satisfaction
% within Age .0% 13.2% 14.9% 9.4% 18.5% 13.5%

Group
% of Total .0% 6.2% 4.2% 1.2% 1.9% 13.5%
Expected Count .9 17.2 10.5 4.6 3.8 37.0
46
% within 2.7% 56.8% 21.6% 8.1% 10.8% 100.0%
Satisfaction
% within Age 16.7% 17.4% 10.8% 9.4% 14.8% 14.2%

Group
% of Total .4% 8.1% 3.1% 1.2% 1.5% 14.2%
Agree Count 1 50 33 17 8 109
Expected Count 2.5 50.7 31.0 13.4 11.3 109.0
% within .9% 45.9% 30.3% 15.6% 7.3% 100.0%

Satisfaction
% within Age 16.7% 41.3% 44.6% 53.1% 29.6% 41.9%

Group
% of Total .4% 19.2% 12.7% 6.5% 3.1% 41.9%
Completely Agree Count 3 28 20 7 8 66
Expected Count 1.5 30.7 18.8 8.1 6.9 66.0
% within 4.5% 42.4% 30.3% 10.6% 12.1% 100.0%

Satisfaction
% within Age 50.0% 23.1% 27.0% 21.9% 29.6% 25.4%

Group
% of Total 1.2% 10.8% 7.7% 2.7% 3.1% 25.4%
Total Count 6 121 74 32 27 260
Expected Count 6.0 121.0 74.0 32.0 27.0 260.0
% within 2.3% 46.5% 28.5% 12.3% 10.4% 100.0%

Satisfaction
% within Age 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Group
% of Total 2.3% 46.5% 28.5% 12.3% 10.4% 100.0%
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
47
Linear-by-Linear Association .006 1 .938
a. 12 cells (48.0%) have expected count less than 5. The minimum expected count is .30.
FOR DIFFERENT EDUCATION LEVELS

Cases
Valid Missing Total
Satisfaction 208 88.5% 27 11.5% 235 100.0%
*
Education
Satisfaction * Education Crosstabulation

Education Total
Prima Lower Seconda Higher Univers
ry Seconda ry Seconda ity
ry ry
Satisfacti Complet Count 0 0 2 4 5 11
on ely Expected .3 .6 1.4 3.7 5.0 11.0
Disagree Count
% within .0% .0% 18.2% 36.4% 45.5% 100.0
Satisfacti %
on
% within .0% .0% 7.7% 5.7% 5.3% 5.3%
Educatio
n
% of .0% .0% 1.0% 1.9% 2.4% 5.3%
Total
Expected .8 1.7 3.6 9.8 13.1 29.0
Count
% within 10.3% 10.3% 10.3% 17.2% 51.7% 100.0
Satisfacti %
on
% within 50.0% 25.0% 11.5% 7.1% 16.0% 13.9
Educatio %
n
48
% of 1.4% 1.4% 1.4% 2.4% 7.2% 13.9
Total %
Expected .8 1.6 3.4 9.1 12.2 27.0
Count
% within 3.7% 7.4% 3.7% 22.2% 63.0% 100.0
Satisfacti %
on
% within 16.7% 16.7% 3.8% 8.6% 18.1% 13.0
Educatio %
n
% of .5% 1.0% .5% 2.9% 8.2% 13.0
Total %
Agree Count 1 4 10 28 37 80
Expected 2.3 4.6 10.0 26.9 36.2 80.0
Count
% within 1.3% 5.0% 12.5% 35.0% 46.3% 100.0
Satisfacti %
on
% within 16.7% 33.3% 38.5% 40.0% 39.4% 38.5
Educatio %
n
% of .5% 1.9% 4.8% 13.5% 17.8% 38.5
Total %
Complet Count 1 3 10 27 20 61
ely Expected 1.8 3.5 7.6 20.5 27.6 61.0
Agree Count
% within 1.6% 4.9% 16.4% 44.3% 32.8% 100.0
Satisfacti %
on
% within 16.7% 25.0% 38.5% 38.6% 21.3% 29.3
Educatio %
n
% of .5% 1.4% 4.8% 13.0% 9.6% 29.3
Total %
Total Count 6 12 26 70 94 208
Expected 6.0 12.0 26.0 70.0 94.0 208.0
Count
% within 2.9% 5.8% 12.5% 33.7% 45.2% 100.0
Satisfacti %
on
% within 100.0 100.0% 100.0% 100.0% 100.0% 100.0
Educatio % %
n
% of 2.9% 5.8% 12.5% 33.7% 45.2% 100.0
Total %
49
Chi-Square Tests
Value df Asymp.
Sig. (2-
sided)
Linear-by-Linear .049 1 .824
Association
a. 15 cells (60.0%) have expected count less than 5. The minimum expected count is .32.
ANNEX 3: DESCRIPTIVE STATISTICS
OVERALL
Descriptive Statistics
Mean Std. Deviation N
Service Availability (Location) .59 1.269 232
Service Availability (Time) 1.06 .923 230

Time Saving 1.35 .749 231
Registration 1.04 .993 229
Easy to use 1.33 .797 229
Easy Cash Collection 1.32 .802 228
Easy Cash Deposit 1.28 .833 228
Cash Limit -.90 1.166 228
Higher Service Cost -.44 1.228 225
Easy to access Information .88 .984 223
Service Safety 1.11 .874 229

Privacy of Personal Information .97 .838 226
Fear of Money Loss .97 .884 231

Service Reliability .82 .990 230
General Banking Service Coverage .35 1.228 231
Customer Service Speed .59 1.184 229

Customer Service Quality .91 .898 233
Language -.04 1.181 231
Friendly Customer Service .88 .960 233
Availability of Important Information .64 1.750 232
Service Customization .63 1.057 230
50
M-banking Information is Reliable .90 .873 229
Faster Service Delivery 1.05 .818 230

Bank Office not Required .75 1.140 228
Remittance Receiving Easier .60 1.226 226
Role in Economic Development 1.02 .899 230
Satisfaction .72 1.141 232
MALE
N Minimum Maximum Mean Std. Deviation
Service Availability 186 -2 2 .61 1.282
(Location)
Service Availability 185 -2 2 1.05 .913
(Time)
Time Saving 185 -2 2 1.36 .746
Registration 184 -2 2 1.17 .863
Easy to use 186 -2 2 1.39 .736
Easy Cash Collection 184 -2 2 1.39 .767
Easy Cash Deposit 184 -2 2 1.30 .851
Cash Limit 183 -2 2 -.92 1.167
Higher Service Cost 182 -2 2 -.52 1.234
Easy to access Information 179 -2 2 .89 .997
Service Safety 184 -2 2 1.19 .811

Privacy of Personal 182 -2 2 1.01 .838
Information
Fear of Money Loss 186 -1 2 1.05 .830
Service Reliability 185 -2 2 .90 .951
General Banking Service 186 -2 2 .41 1.228
Coverage
Customer Service Speed 183 -2 2 .70 1.120
Customer Service Quality 187 -2 2 1.02 .849
Language 186 -2 2 -.07 1.222
Friendly Customer 187 -2 2 .96 .909
Service
Availability of Important 187 -2 22 .71 1.873
Information
Service Customization 186 -2 2 .66 1.044
Mbanking Information is 184 -2 2 .98 .874
Reliable
Faster Service Delivery 185 -2 2 1.06 .795
Bank Office not Required 183 -2 2 .75 1.158
51
Remittance Receiving 182 -2 2 .62 1.215
Easier
Role in Economic 184 -2 2 1.03 .914
Development
Satisfaction 186 -2 2 .77 1.164
Valid N (listwise) 166
FEMALE
(Location)
(Time)
Time Saving 40 -1 2 1.35 .770
Registration 39 -2 2 .44 1.252
Easy to use 37 -2 2 1.16 .958
Cash Limit 39 -2 2 -.82 1.211
Easy to access 38 -1 2 .92 .850
Information
Service Safety 39 -1 2 .77 .959
Privacy of Personal 38 -1 2 .82 .865
Information
Fear of Money Loss 39 -1 2 .46 .996
Service Reliability 39 -2 2 .49 1.121
General Banking 39 -2 2 .05 1.213
Service Coverage
Customer Service 40 -2 2 .53 .960
Quality
Language 39 -2 2 .03 .986
Friendly Customer 40 -2 2 .55 1.085
Service
Availability of 39 -2 2 .31 1.080
Important Information
Mbanking Information 39 -2 2 .67 .806
is Reliable
Bank Office not 39 -2 2 .79 1.056
Required
52
Easier
Development
Satisfaction 40 -2 2 .53 1.062
DBBL
(Location)
(Time)
Time Saving 149 -2 2 1.44 .671
Registration 148 -2 2 1.15 .844
Easy to use 150 -2 2 1.34 .793
Cash Limit 149 -2 2 -1.14 1.084
Easy to access Information 145 -2 2 1.04 .904
Service Safety 149 -2 2 1.10 .868

Information
Coverage
Customer Service Quality 150 -2 2 .87 .825
Language 150 -2 2 .12 1.093
Service
Information
Service Customization 149 -2 2 .75 .979
Reliable
Easier
53
Role in Economic 147 -2 2 .95 .871
Development
Satisfaction 149 -2 2 .75 1.077
BKASH

(Location)
Service Availability 80 -2 2 1.04 1.037
(Time)
Time Saving 82 -2 2 1.21 .857
Easy to use 79 -2 2 1.32 .809
Cash Limit 79 -2 2 -.44 1.185
Easy to access 78 -2 2 .59 1.062
Information
Service Safety 80 -2 2 1.13 .891
Information
Service Reliability 80 -2 2 .78 1.055
Coverage
Customer Service Quality 83 -2 2 .99 1.018
Language 81 -2 2 -.33 1.285
Service
Information
Mbanking Information is 81 -2 2 .77 1.028
Reliable
Faster Service Delivery 82 -2 2 .78 1.006
Easier
Development
54
BUSINESS

(Location)
(Time)
Time Saving 53 -1 2 1.38 .596
Registration 52 -1 2 1.31 .673
Easy to use 53 -2 2 1.43 .772
Easy Cash Collection 52 0 2 1.56 .539
Easy Cash Deposit 53 0 2 1.53 .575
Cash Limit 53 -2 2 -.79 1.276
Easy to access 51 -2 2 .86 .939
Information
Information
Coverage
Language 53 -2 2 -.19 1.287
Service
Availability of Important 53 -1 2 .72 .885
Information
Service Customization 53 -2 2 .79 .863
Reliable
Easier
Development
SERVICE
55
(Location)
(Time)
Time Saving 56 -2 2 1.30 .913
Easy to use 56 -2 2 1.29 .868
Cash Limit 55 -2 2 -1.16 1.014
Easy to access Information 55 -2 2 .89 1.012

Privacy of Personal 55 -1 2 1.07 .766
Information
Coverage
Language 56 -2 2 .02 1.243
Service
Information
Mbanking Information is 55 -2 2 .87 1.055
Reliable
Bank Office not Required 55 -2 2 .76 .981
Easier
Development
ANNEX 4: ONE SAMPLE T TEST
One-Sample Test
Test Value = 0
t df Sig. (2- Mean 95% Confidence Interval of
tailed) Difference the Difference
Lower Upper
56
Service Availability 7.140 231 .000 .595 .43 .76
(Location)
Service Availability 17.429 229 .000 1.061 .94 1.18
(Time)
Time Saving 27.510 230 .000 1.355 1.26 1.45
Registration 15.844 228 .000 1.039 .91 1.17
Easy to use 25.293 228 .000 1.332 1.23 1.44
Easy Cash Collection 24.940 227 .000 1.325 1.22 1.43
Easy Cash Deposit 23.130 227 .000 1.276 1.17 1.39
Cash Limit -11.642 227 .000 -.899 -1.05 -.75
Higher Service Cost -5.431 224 .000 -.444 -.61 -.28
Easy to access 13.406 222 .000 .883 .75 1.01
Information
Service Safety 19.199 228 .000 1.109 1.00 1.22
Privacy of Personal 17.472 225 .000 .973 .86 1.08
Information
Fear of Money Loss 16.598 230 .000 .965 .85 1.08
Service Reliability 12.525 229 .000 .817 .69 .95
General Banking Service 4.341 230 .000 .351 .19 .51
Coverage
Customer Service Speed 7.537 228 .000 .590 .44 .74
Customer Service 15.465 232 .000 .910 .79 1.03
Quality
Language -.502 230 .616 -.039 -.19 .11
Friendly Customer 14.056 232 .000 .884 .76 1.01
Service
Availability of Important 5.552 231 .000 .638 .41 .86
Information
Service Customization 8.983 229 .000 .626 .49 .76
Mbanking Information is 15.663 228 .000 .904 .79 1.02
Reliable
Faster Service Delivery 19.498 229 .000 1.052 .95 1.16
Bank Office not 9.872 227 .000 .746 .60 .89
Required
Remittance Receiving 7.323 225 .000 .597 .44 .76
Easier
Role in Economic 17.245 229 .000 1.022 .90 1.14
Development
Satisfaction 9.608 231 .000 .720 .57 .87
ANNEX 5: CORRELATIONS
57
Service Service Time Saving Registration Easy to use
Availability Availability
(Location) (Time)
Satisfaction .530 .445 .319 .271 .300
Easy Cash Easy Cash Cash Limit Higher Easy to access

Collection Deposit Service Cost Information
Satisfaction .383 .199 -.298 -.026 .259
Service Safety Privacy of Fear of Service General

Personal Money Loss Reliability Banking
Information Service
Coverage
Satisfaction .227 .258 .316 .541 .408
Customer Customer Language Friendly Availability of

Service Speed Service Customer Important
Quality Service Information
Satisfaction .416 .353 -.247 .455 .231
Service Mbanking Faster Bank Remittance Role in

Customization Information Service Office Receiving Economic
is Reliable Delivery not Easier Development
Required
Satisfaction .391 .468 .316 .172 .359 .353
ANNEX 6: FACTOR ANALYSIS
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .843

Bartlett's Test of Sphericity Approx. Chi-Square 2274.849
df 325
Sig. .000
Communalities
Initial Extraction
Service Availability (Location) 1.000 .682
Service Availability (Time) 1.000 .699
58
Time Saving 1.000 .491
Registration 1.000 .575
Easy to use 1.000 .683
Easy Cash Collection 1.000 .637
Easy Cash Deposit 1.000 .686
Cash Limit 1.000 .791
Higher Service Cost 1.000 .540
Easy to access Information 1.000 .507
Service Safety 1.000 .750
Privacy of Personal Information 1.000 .642
Fear of Money Loss 1.000 .724
Service Reliability 1.000 .687
General Banking Service Coverage 1.000 .766
Customer Service Speed 1.000 .691
Customer Service Quality 1.000 .716
Language 1.000 .669
Friendly Customer Service 1.000 .705
Availability of Important Information 1.000 .362
Service Customization 1.000 .498
Mbanking Information is Reliable 1.000 .573
Faster Service Delivery 1.000 .735
Bank Office not Required 1.000 .800
Remittance Receiving Easier 1.000 .711
Role in Economic Development 1.000 .608
Extraction Method: Principal Component Analysis.
Total Variance Explained
Component Extraction Sums of Squared Rotation Sums of Squared

Initial Eigenvalues Loadings Loadings
% of Cumulative % of Cumulative % of Cumulative

Total Variance % Total Variance % Total Variance %
1 7.594 29.208 29.208 7.594 29.208 29.208 2.860 11.002 11.002

2 1.872 7.198 36.406 1.872 7.198 36.406 2.501 9.618 20.619
3 1.522 5.853 42.259 1.522 5.853 42.259 2.362 9.086 29.705
4 1.432 5.506 47.765 1.432 5.506 47.765 2.253 8.667 38.373
5 1.322 5.086 52.851 1.322 5.086 52.851 2.088 8.031 46.404
6 1.146 4.408 57.260 1.146 4.408 57.260 1.642 6.317 52.721
7 1.039 3.997 61.257 1.039 3.997 61.257 1.620 6.232 58.953
8 1.001 3.850 65.106 1.001 3.850 65.106 1.600 6.153 65.106
9 .949 3.649 68.756
10 .846 3.254 72.010
11 .759 2.919 74.929
59
12 .706 2.716 77.645
13 .672 2.585 80.230
14 .641 2.467 82.697
15 .591 2.272 84.969
16 .528 2.030 86.999
17 .517 1.988 88.987
18 .494 1.901 90.887
19 .387 1.489 92.376
20 .364 1.401 93.777
21 .353 1.360 95.137
22 .306 1.176 96.313
23 .272 1.045 97.357
24 .262 1.008 98.365
25 .242 .931 99.295
26 .183 .705 100.000
Component Matrixa
Component
1 2 3 4 5 6 7 8
General Banking Service Coverage .740 -.247 .120 .241 .025 .118 -.236 .125
Customer Service Speed .679 .004 .034 -.290 .232 .094 -.254 .130
Service Reliability .657 .058 .421 -.159 .051 -.194 -.076 .052
Remittance Receiving Easier .653 -.364 -.046 .201 .179 .108 -.161 .198
Friendly Customer Service .631 .098 .397 -.117 .090 .298 .123 -.118
Service Availability (Time) .623 -.294 -.287 .072 -.008 -.071 .159 -.326
Customer Service Quality .611 -.054 .259 .026 -.101 .117 .235 -.439
Mbanking Information is Reliable .610 .199 .092 .086 -.087 -.154 .320 .108
Role in Economic Development .607 -.110 -.176 .219 -.258 -.247 -.134 -.065
Service Safety .563 .379 .063 .090 -.434 -.123 -.226 -.149
Service Customization .557 .059 .095 .052 .353 .059 .202 -.067
Easy Cash Collection .544 .223 -.415 -.051 .077 .324 -.004 .081
Easy Cash Deposit .538 .214 -.507 -.167 -.019 .206 -.147 .042
Bank Office not Required .523 -.353 .224 .414 -.039 .219 .021 .362
Service Availability (Location) .513 -.352 -.034 -.450 -.042 -.207 .181 -.116
Time Saving .501 -.122 -.405 -.136 -.100 .051 .172 .035
Easy to access Information .488 .234 -.177 .219 .242 -.059 -.234 -.135
Registration .487 .196 .370 -.337 .065 .116 .157 .079
Fear of Money Loss .484 .311 .124 -.328 -.326 -.237 -.179 .273
Faster Service Delivery .484 -.025 -.136 .377 .134 -.353 .427 .119
Privacy of Personal Information .479 .415 .025 .310 -.117 -.161 -.144 -.289
Easy to use .423 .422 -.235 -.052 -.186 .180 .326 .308
60
Availability of Important Information .416 .069 .121 .133 .271 .094 -.224 -.136
Language -.316 .477 .104 .262 .320 -.301 .070 .254
Higher Service Cost -.239 .461 -.094 -.024 .439 .156 .061 -.201
Cash Limit -.381 .181 .173 .342 -.453 .493 .123 -.041

a. 8 components extracted.
Rotated Component Matrixa
Component
1 2 3 4 5 6 7 8
Friendly Customer Service .767 .210 .138 .168 .148 -.040 .026 .032
Registration .695 .032 .146 -.027 .014 .085 .042 .245
Service Reliability .574 .246 -.053 .235 .067 .287 .110 .373
Customer Service Quality .568 .090 -.010 .332 .470 -.106 .202 -.041
Service Customization .490 .192 .187 .184 .027 .202 .284 -.173
Customer Service Speed .439 .325 .362 .153 .087 .427 -.134 .173
Bank Office not Required .203 .824 .037 -.003 .078 -.142 .223 .050
General Banking Service Coverage .267 .716 .148 .304 .198 .120 .061 .105
Remittance Receiving Easier .154 .714 .215 .139 .190 .251 .110 -.039
Easy Cash Deposit .047 .071 .745 .246 .163 .157 -.041 .101
Easy Cash Collection .164 .145 .735 .191 .078 .052 .053 -.032
Easy to use .214 -.019 .636 -.007 -.073 -.199 .337 .271
Time Saving .036 .118 .487 .009 .398 .142 .235 .074
Privacy of Personal Information .162 .007 .100 .736 -.008 -.066 .190 .154
Service Safety .181 .041 .176 .624 .143 -.136 .057 .503
Easy to access Information .101 .170 .282 .559 -.074 .235 .092 -.080
Role in Economic Development -.069 .319 .141 .447 .350 .117 .266 .272
Availability of Important Information .301 .263 .081 .381 -.040 .166 -.066 -.128
Language -.092 -.186 -.140 .056 -.733 .048 .250 -.024
Service Availability (Time) .099 .188 .219 .290 .596 .205 .326 -.136
Service Availability (Location) .287 .027 .077 -.107 .584 .418 .168 .192
Cash Limit -.075 -.041 -.070 -.043 -.097 -.863 -.136 -.062
Faster Service Delivery .056 .228 .097 .169 .032 .155 .785 -.022
Mbanking Information is Reliable .374 .128 .196 .192 .061 .006 .515 .270
Fear of Money Loss .249 .019 .219 .157 -.003 .154 .011 .752
Higher Service Cost .123 -.400 .161 .113 -.395 .026 -.086 -.402

Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 12 iterations.
61
Component Transformation Matrix
Component 1 2 3 4 5 6 7 8
1 .483 .421 .386 .393 .321 .233 .274 .229

2 .208 -.498 .336 .396 -.589 -.207 .043 .216
3 .629 .156 -.674 -.042 -.195 -.178 -.123 .196
4 -.311 .457 -.189 .436 -.251 -.408 .383 -.304
5 .243 .066 .023 -.041 -.425 .590 .023 -.636
6 .286 .224 .432 -.192 .044 -.538 -.453 -.384
7 .268 -.287 .043 -.426 .143 -.252 .733 -.201
8 -.131 .452 .244 -.526 -.496 .049 .134 .421

Component Score Coefficient Matrix
Component
1 2 3 4 5 6 7 8
Service Availability (Location) .080 -.170 -.062 -.161 .304 .216 .086 .072
Service Availability (Time) -.063 -.099 -.003 .118 .326 .040 .155 -.207
Time Saving -.086 -.051 .234 -.125 .176 .007 .116 -.010
Registration .350 -.076 .011 -.174 -.064 -.014 -.022 .089
Easy to use .042 -.055 .361 -.218 -.117 -.222 .227 .138
Easy Cash Collection -.017 .017 .401 -.026 -.038 -.057 -.074 -.111
Easy Cash Deposit -.111 -.034 .394 .040 .023 .033 -.159 -.002
Cash Limit .070 .079 .065 .020 .046 -.615 -.053 -.030
Higher Service Cost .164 -.209 .135 .121 -.166 .058 -.035 -.320
Easy to access Information -.077 .021 .055 .316 -.114 .133 -.060 -.135
Service Safety -.065 -.085 -.043 .340 .058 -.146 -.091 .282
Privacy of Personal Information -.042 -.110 -.092 .448 -.013 -.078 .029 .016
Fear of Money Loss -.013 -.038 .033 -.033 -.100 .082 -.074 .522
Service Reliability .192 .023 -.184 .021 -.077 .145 -.021 .192
General Banking Service Coverage -.026 .342 -.026 .066 -.046 -.014 -.120 .005
Customer Service Speed .104 .107 .119 -.041 -.096 .227 -.250 .048
Customer Service Quality .263 -.162 -.151 .139 .292 -.192 .066 -.180
Language -.013 .003 -.054 .040 -.453 .130 .269 .043
Friendly Customer Service .379 -.012 -.021 -.034 .023 -.140 -.083 -.111
Availability of Important Information .089 .092 -.040 .212 -.090 .077 -.166 -.168
Service Customization .210 -.016 .010 -.014 -.066 .062 .144 -.232
Mbanking Information is Reliable .095 -.056 -.005 -.062 -.052 -.077 .342 .112
Faster Service Delivery -.079 .013 -.053 -.044 -.077 .054 .588 -.065
Bank Office not Required .002 .477 -.020 -.162 -.124 -.196 .079 .010
Remittance Receiving Easier -.069 .357 .047 -.042 -.061 .086 -.054 -.079
62
Role in Economic Development -.229 .061 -.058 .218 .131 .019 .082 .142

Component Scores.
Component Score Covariance Matrix
Component 1 2 3 4 5 6 7 8
1 1.000 .000 .000 .000 .000 .000 .000 .000

2 .000 1.000 .000 .000 .000 .000 .000 .000
3 .000 .000 1.000 .000 .000 .000 .000 .000
4 .000 .000 .000 1.000 .000 .000 .000 .000
5 .000 .000 .000 .000 1.000 .000 .000 .000
6 .000 .000 .000 .000 .000 1.000 .000 .000
7 .000 .000 .000 .000 .000 .000 1.000 .000
8 .000 .000 .000 .000 .000 .000 .000 1.000

Component Scores.
ANNEX 7: FACTOR REGRESSION ENTER METHOD
Variables Entered/Removedb
Model Variables Variables

Entered Removed Method
1 REGR factor . Enter

score 1 for
analysis 1
a. All requested variables entered.

Model Summary
Model Adjusted R Std. Error of the

R R Square Square Estimate
1 .400a .160 .156 .984
63
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 42.419 1 42.419 43.789 .000a
Residual 222.805 230 .969
Total 265.224 231

Coefficientsa
Model Standardized
Unstandardized Coefficients Coefficients
1 (Constant) .784 .065 12.140 .000
REGR factor score 1 for .429 .065 .400 6.617 .000

analysis 1
ANNEX 8: FACTOR REGRESSION STEPWISE METHOD
Model Summary

1 .400a .160 .156 .984
2 .489b .239 .233 .939
3 .551c .304 .294 .900
4 .597d .357 .346 .867
5 .621e .385 .371 .850
6 .642f .412 .396 .833
7 .655g .429 .411 .822
64
b. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1
c. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
REGR factor score 6 for analysis 1
d. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
REGR factor score 6 for analysis 1, REGR factor score 7 for analysis 1
e. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
REGR factor score 6 for analysis 1, REGR factor score 7 for analysis 1, REGR factor score 3 for
analysis 1
f. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
g. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
analysis 1, REGR factor score 4 for analysis 1, REGR factor score 8 for analysis 1
ANOVAh
Model Sum of Squares df Mean Square F Sig.
1 Regression 42.419 1 42.419 43.789 .000a
Residual 222.805 230 .969
Total 265.224 231
2 Regression 63.436 2 31.718 35.995 .000b
Residual 201.789 229 .881
Total 265.224 231
3 Regression 80.499 3 26.833 33.119 .000c
Residual 184.725 228 .810
Total 265.224 231
4 Regression 94.664 4 23.666 31.498 .000d
65
Residual 170.560 227 .751
Total 265.224 231
5 Regression 102.122 5 20.424 28.301 .000e
Residual 163.102 226 .722
Total 265.224 231
6 Regression 109.236 6 18.206 26.261 .000f
Residual 155.988 225 .693
Total 265.224 231
7 Regression 113.796 7 16.257 24.048 .000g
Residual 151.428 224 .676
Total 265.224 231
b. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1
c. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
REGR factor score 6 for analysis 1
d. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
REGR factor score 6 for analysis 1, REGR factor score 7 for analysis 1
e. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
analysis 1
f. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
g. Predictors: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5 for analysis 1,
analysis 1, REGR factor score 4 for analysis 1, REGR factor score 8 for analysis 1
Coefficientsa
Model Unstandardized Standardized

Coefficients Coefficients
66
1 (Constant) .784 .065 12.140 .000

analysis 1
2 (Constant) .784 .062 12.729 .000

analysis 1

analysis 1
3 (Constant) .784 .059 13.275 .000

analysis 1

analysis 1

analysis 1
4 (Constant) .784 .057 13.785 .000

analysis 1

analysis 1

analysis 1

analysis 1
5 (Constant) .784 .056 14.065 .000

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1
67
6 (Constant) .784 .055 14.351 .000

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1
7 (Constant) .784 .054 14.533 .000

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1
Excluded Variablesh
Model Collinearity
Statistics
Partial
Beta In t Sig. Correlation Tolerance
68
1 REGR factor score 2 for .068a 1.129 .260 .074 1.000
analysis 1
REGR factor score 3 for .168a 2.816 .005 .183 1.000

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1
2 REGR factor score 2 for .068b 1.184 .237 .078 1.000

analysis 1
REGR factor score 3 for .168b 2.958 .003 .192 1.000

analysis 1

analysis 1

analysis 1

analysis 1

analysis 1
3 REGR factor score 2 for .068c 1.236 .218 .082 1.000

analysis 1
REGR factor score 3 for .168c 3.090 .002 .201 1.000

analysis 1

analysis 1

analysis 1

analysis 1
69
4 REGR factor score 2 for .068d 1.283 .201 .085 1.000
analysis 1
REGR factor score 3 for .168d 3.215 .001 .209 1.000

analysis 1

analysis 1

analysis 1
5 REGR factor score 2 for .068e 1.310 .192 .087 1.000

analysis 1
REGR factor score 4 for .164e 3.203 .002 .209 1.000

analysis 1
REGR factor score 8 for .131e 2.544 .012 .167 1.000

analysis 1
6 REGR factor score 2 for .068f 1.336 .183 .089 1.000

analysis 1
REGR factor score 8 for .131f 2.597 .010 .171 1.000

analysis 1
7 REGR factor score 2 for .068g 1.354 .177 .090 1.000

analysis 1
a. Predictors in the Model: (Constant), REGR factor score 1 for analysis 1
b. Predictors in the Model: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5
for analysis 1
c. Predictors in the Model: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5
for analysis 1, REGR factor score 6 for analysis 1
d. Predictors in the Model: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5
for analysis 1, REGR factor score 6 for analysis 1, REGR factor score 7 for analysis 1
e. Predictors in the Model: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5
for analysis 1, REGR factor score 6 for analysis 1, REGR factor score 7 for analysis 1, REGR factor
f. Predictors in the Model: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5
score 3 for analysis 1, REGR factor score 4 for analysis 1
g. Predictors in the Model: (Constant), REGR factor score 1 for analysis 1, REGR factor score 5
score 3 for analysis 1, REGR factor score 4 for analysis 1, REGR factor score 8 for analysis 1
70
ANNEX 9: MALE-FEMALE T-TEST
Group Statistics
Sex N Mean Std. Deviation Std. Error Mean
Satisfaction Male 186 .77 1.164 .085

Female 40 .53 1.062 .168
Annex 10:
71
SURVEY QUESTIONNAIRE
Survey Questionnaire
On
EFFECTIVENESS OF MOBILE BANKING IN DHAKA FROM CONSUMER’S

PERSPECTIVE
We the students of BBA program of Institute of Business Administration, University of Dhaka have
undertaken a research on ‘Measuring the Effectiveness of mobile-banking in Dhaka from the
consumer’s perspective’ as a requirement for Research Method course(course code:K301). All
information provided on this survey will be used only for academic purposes and will not be
disclosed. We highly appreciate your cooperation.
For any queries regarding the research please contact: Kazi Noman Ahmed- 01671040218
Identification Information
Name:
Contact Number:
Mailing Address:
Email Address:
Place of survey:
Time and date of survey:
Please give your opinion on the following questions (tick mark where applicable)
Disagree
Disagree
Strongly
Strongly
Neutral
Agree
Agree
Sl. Variables
1. Mobile Banking Service is available anywhere
2. Mobile Banking service is available anytime
3. Mobile Banking service saves a lot of time
4. Registration in Mobile Banking is hassle free
72
Simplicity of the service is one of the main feature of
5.
Mobile Banking
6. Cash-in at mobile banking point is an easy process
7. Cash-out at mobile banking point is an easy process
8. Transaction Limit is a problem for Mobile Banking

Transaction Fee in mobile banking is higher than
9.
conventional banking
10. Account inquiry is easier in Mobile Banking
11. Mobile banking is secure
12. Mobile Banking can help to protect Client Privacy
13. There is no chance of money loss in Mobile Banking
Mobile Banking is equally reliable to conventional

14.
Banking
Current Mobile Banking services can provide all the

15.
services of conventional banking
Customer service is able to solve reported mobile

16.
banking problems
Customer service in mobile banking is better than

17.
conventional banking
18.
Language Barrier is a problem for Mobile Banking
19.
Customer service is friendly
All necessary Banking Information is available in

20.
Mobile Banking Service
Mobile Banking will help to customize Banking
Services
21.
Information provided by Mobile Banking Service is

22. reliable
Mobile Banking can fasten the pace of banking

23.
service delivery
73
Mobile banking eliminates the need to go to retail
24.
branches of banks
It is easier to send money from abroad with mobile

25.
banking services
Mobile Banking can boost the overall economy of

26.
Bangladesh
Currently available mobile banking services are

27.
satisfactory
Personal Information
Age:
Gender: Male Female
Profession:
Educational Qualification:
Thank you for your cooperation
74

Mobile Banking 2.0

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Mobile Banking 2.0

Uploaded by

Copyright:

Available Formats

EFFECTIVENESS OF

BBA 18th Section B

Institute of Business Administration

Dr. Muhammad Ziaulhaq Mamun

Subject: Letter of transmittal for Research Method Report

Tasnima Iqbal RQ-65

We would like to acknowledge to Mr. Mosaddikur Rahman, Deputy Managing Director of

Title Fly ................................................................................................................................................................................. ii

A 5-point likert scale questionnaire was distributed using non-probabilistic sampling

1.1.1 DEFINITION OF MOBILE BANKING

Based on these two literature review we are deducing the following:

While researching the background of mobile banking in Bangladesh, we came up with a

1.4 BROAD OBJECTIVE

1.4.1 SPECIFIC OBJECTIVES

1. To find out perceived level of fulfilment among m-banking customers

1. Majority of the m-banking users think it is time saving.

1. Majority of the mobile banking users think mobile banking is secure

Responsiveness of the customer service

1. Majority of the customers think Mobile Banking is equally reliable to conventional

1. Current national and international banks operating in Bangladesh

1.7 SCOPE & LIMITATIONS

Scope of the Report:

The scope of our report will be limited to:

2.1 DATA COLLECTION

Location Sub location No. of Questionnaires Returned

User Type Number

Sampling Technique: The sampling technique we have used is a combination of non-

2.2 SAMPLE SIZE

To determine the sample size we used the following equation:

p(1  p) z 2 p(1  p) z 2 p(1  p)

We decided our confidence level to be 95%. So z=+/-1.6449. We decided our precision to be

2.3 SAMPLE FRAME

TABLE 3 COORDINATION SCHEMA

Parameter Complex Simple variable Value Question

Efficiency Time-saving 5 point Likert Scale 3

Pace of service delivery 5 point Likert Scale 23

Security Trust 5 point Likert Scale 11

Responsiveness Better customer care service 5 point Likert Scale 17

Convenience Transaction limit 5 point Likert Scale 8

Simplicity of using m- 5 point Likert Scale 5

2.5 MEASUREMENT OF VALIDITY

2.6 RELIABILITY OF DATA

Reliability Statistics (Using Alpha Technique)

Cronbach's Alpha Based on

TABLE 5 RELIABILITY STATISTICS (USING SPLIT HALF TECHNIQUE)

Reliability Statistics (Using Split Half Technique)

Cronbach's Alpha Part 1 Value .684

Part 2 Value .797

3.0 DATA ANALYSIS

3.1 SATISFACTION LEVEL

Index Value Overall Satisfaction Similarity***

Sex Index Value Overall Satisfaction Similarity

For bKash and DBBL users, the Satisfaction Level is:

User Type Calculated Mean Mean Overall Value Similarity

3.2 SIMILARITY TEST

3.2.1 FOR USER TYPE

Independent Sample t test:

Ho: Mean of DBBL = Mean of bKash

Ha: Mean of DBBL ≠ Mean of bkash

3.2.2 FOR SEX CATEGORY

Independent Sample t test:

Ho= Mean of Male Users = Mean of Female Users

Ha = Mean of Male Users ≠ Mean of Female Users