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• W605695858 abstract "IntroductionThe rapid proliferation of information technology and the progressive adoption of technology in financial services have given banking services a new momentum in the 21st century. Being influenced by the high rate of technological penetration among customers and by the impetus to accommodate more and more people under the framework of formal banking services, the banking industry in Bangladesh has inevitably changed itself by adapting information technology for the provision of quick and quality consumer services in the form of online, e-banking, ATM services etc. But the majority of population is economically marginal and lives in villages, and bringing them inside the branch banking systems is both expensive and technologically incompatible. Bankers are considering non-branch banking, known as mobile banking, as the perfect platform to take financial services to the country's largely unbanked population in an efficient and low-cost manner. Uttam Nayak, the group country manager of VISA for India and South Asia, recently commented that mobile banking is going to be significantly important for financial inclusion in Bangladesh (Fazrul, 2014],Mobile banking refers to a system that enables bank customers to access their accounts and general information on bank products and services through mobile devices. Because of its different nature, consumers in the financial service market do not perceive mobile banking as alternative to branch banking except in the case of quick money transfers. Educating consumers on the benefits of mobile banking as well as improving the quality of the services are the key to success in capitalizing the potential opportunities of this sector. Understanding service quality, which is the antecedent of customer satisfaction, as well the rate of market penetration of the mobile banking services can help marketers devise effective marketing strategies for capturing potential opportunities.Service quality has been defined in the literature as the customers overall assessment of a service. Zeithaml (1996) said that only the customers judge the quality, all the other judgments being irrelevant Lewis and Booms (1983] found that practitioners define service quality in terms of key dimensions that customers use while evaluating the services. Thus, service quality is sensitive to culture, situation, time, and industry. Seth et al. (2005), in a review of various service quality models, revealed that the service quality outcome and measurement is primarily dependent on the type of service setting, situation, time and need. In addition, even the customer's expectations towards particular services are changing with respect to factors, such as time, increase in the number of encounters with a particular service, competitive environment etc. The alternative banking service delivery channel is relatively new in Bangladesh and no significant study on identifying the service quality dimensions is currently found in the literature. Therefore, the present study is an attempt to enrich the current literature.Mobile banking in BangladeshAn appropriate banking environment is considered a key pillar as well as an enabler of economic growth (Koivu, 2002], Mobile banking is considered as an alternative and innovative method to access banking services via a channel through which the customer interacts and completes bank related transactions such as checking the balance, checking the account status, transferring money and selling stocks (Kim et al., 2009; Luo et al., 2010], But no clear guidelines are given in the literature regarding the appropriateness and quality environment for mobile banking explicitly in the Bangladeshi context. This study is an effort in this direction.Bangladesh is a fast growing economy with young demographics. The mobile phone penetration rate in this country is one of the highest in Asia after China and India. The number of subscribers has reached more than 100 million in 2013 out of the 160 million representing the total population. …" @default.
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• W605695858 modified "2023-09-24" @default.
• W605695858 title "Bangladeshi Mobile Banking Service Quality and Customer Satisfaction and Loyalty" @default.
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