Customer’s Satisfaction Towards Mobile Banking Services
Industry: Financial Services Sub Sector: Banking Sector Service Category: Personal…

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.

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