Effect of Mobile Banking on Customer Relation in Bangladesh: A Case Study in Cumilla

Kulsum Akter Shapna¹ , Abdullah Al Mamun² , Fuad Zamil³ , Ikbal Ahmed⁴ , Nayan Banik⁵

Section:Research Paper, Product Type: Journal-Paper
Vol.7 , Issue.7 , pp.10-18, Jul-2021

Online published on Jul 31, 2021

Copyright © Kulsum Akter Shapna, Abdullah Al Mamun, Fuad Zamil, Ikbal Ahmed, Nayan Banik . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

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Abstract :
Technology is a driving force in the world, and it dominates in every way. Mobile and online banking are only two examples of how technology is constantly evolving. Mobile banking is a modern banking system because it allows clients to access funds even though they are in rural or remote areas. To improve the existing mobile banking services that commercial banks provide to their customers, they should first determine their customers` needs and whether they are satisfied with the services they currently receive. This research serves as an example of how MFS affects people`s lives. The study`s findings also show that age, education, occupation, ease of use, time spent learning how to use the app, and a simple bill payment system are all essential factors that influence mobile banking users` satisfaction. A portion of the respondents believes that the reliability of money transfers affects satisfaction as well. Respondents addressed some concerns about mobile banking services. This includes things like bad networks, incompatible handsets, high MFS costs, and so on. The service charge is one of the most critical issues among users; many respondents agree that there are substantial service charges for regular transactions that aren`t often available to the general public.

Key-Words / Index Term :
Online Banking, Financial, Transaction, Respondent, Service, Payment, Satisfaction

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