Industry: Financial Services
Sub Sector: Banking Sector
Service Category: Personal & Consumer Banking
Objective
- Investigate the degree of customer satisfaction towards Mobile Banking services.
- Assess the intent & motives for using mobile banking and identify customer pain points and areas of improvement.
- Evaluate the ease & TAT of accessing customer support service and associated customer experiences.
- Research Design
- To investigate the effect of Mobile Banking on service quality, a Likert scale with 5 points was established. Furthermore, to accomplish the objectives, the Service Quality Model was extended to 60 statements. The quantitative primary data for this study is collected using a well-structured questionnaire filled out by bank customers using a combination of internet surveys and telephonic surveys.
Research Design
To investigate the effect of Mobile Banking on service quality, a Likert scale with 5 points was established. Furthermore, to accomplish the objectives, the Service Quality Model was extended to 60 statements. The quantitative primary data for this study is collected using a well-structured questionnaire filled out by bank customers using a combination of internet surveys and telephonic surveys.
Findings & Insights
- Service quality dimensions – convenience, performance, 24/7 responsiveness, fulfillment, security/privacy, and website design, have a substantive relationship with customer satisfaction when it comes to Mobile Banking.
- Direct Remit feature, facilitating the international transfer of money instantly and for free; generated the maximum CSAT score.
- User Face ID feature, scored the highest CSAT, in the security/privacy category.
- Mobile banking service effectively contributed towards time efficiency as the App enables one to pay personal bills, rent, or utility fees remotely.
- Monitoring transactions, value-added services like ordering chequebooks and workload Capacity, have been rated as the top 3 Mobile Banking advantages.
