...Problems and prospects of mobile banking in Bangladesh S.M. Sohel Ahmed (Corresponding author) Lalmatia Mohila College Lalmatia, Dhaka-1207, Bangladesh. E-mail: smsohelahmed@gmail.com Shah Johir Rayhan Sher-e-Bangla Agricultural University Sher-e-Bangla Nagar, Dhaka-1207, Bangladesh. E-mail: johir_rayhan2006@yahoo.com Md. Ariful Islam Regional Statistical Officer Dinajpur, Bangladesh. Samina Mahjabin Department of Management & Finance Sher-e-Bangla Agricultural University Sher-e-Bangla Nagar, Dhaka-1207, Bangladesh Abstract The main objective of the study is to find out the problem and prospect of mobile banking in Bangladesh. For this research primary data were used. This study adopts with descriptive in nature. Total respondents were 120 within that 61 % respondents think it saves time than traditional banking, the highest number of respondents use mobile banking for ‘Air-time top-up’ service, that is 21%, out of 120 respondents 56% replied it is less costlier than traditional banking, 100% respondents did agree that it is speedy, and 38% respondents are upper class. Although this concept is new in Bangladesh but its potentiality is high. From this research, other researchers and policy makers will get an insight about the problems and prospects of mobile banking in Bangladesh. Key words: Problem, prospect, Mobile banking. 1. INTRODUCTION E-business has been continuously growing as a new industry during the last decade (Van Hoeck, 2001). The banking industry has been leading this...
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...INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited Submitted To: Madam Usmita Afrose Associate Professor Department of Marketing University Of Dhaka Submitted By: Kaniz Fatema Roll: 82 Batch: 15th Department of Marketing University of Dhaka Date of Submission: 03 April, 2013 Letter of Transmittal April 03, 2013 Usmita Afrose Associate Professor Department of Marketing University of Dhaka Subject: Submission of Internship Report. Dear Madam, It is a great pleasure and privilege to present the internship report titled “Measuring Customer Satisfaction by using SERVQUAL Dimensions in Dutch Bangla Bank Ltd” which was assigned to me as a partial requirement for the competition of BBA Program. Throughout the study I have tried with the best of my capacity to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. I tried my best to make this report as much informative as possible. I sincerely believe that it will satisfy your requirements. I however sincerely believe that this report will serve the purpose of my internship program. I am grateful to you for your guidance and kind...
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...Pp. 145 - 156 E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis Jannatul Mawa Nupur* E-banking can provide speedier, faster and reliable services to the customers for which they are relatively happy. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction in Bangladesh. The study period is from 2006 to November, 2009 because customers enjoyed the e-banking services newly during this period. Five service quality dimensions namely reliability, responsiveness, assurance, empathy, and tangibles have been established based on the SERVQUAL model and the literature review. These variables have been tested in e-banking to explore the relationship between service quality and the customer satisfaction. The data were gathered through survey interview by a structured questionnaire with 250 customers. The study shows that these factors are the core service quality dimensions for customer satisfaction in e-banking. The study also explores that reliability, responsiveness and assurance have more contribution to satisfy the customers of e-banking in Bangladesh. Key words: E-banking, Customer satisfaction, SERVQUAL Model. 1.0 Introduction Growth of Electronic banking in a country depends on many factors, such as success of internet access, new online banking features, household growth of internet usage, legal and...
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... "Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh" [pic] LETTER OF TRANSMITTAL June 17, 2012 Syeda Mahrufa Bashar Lecturer Institute of Business of Administration University of Dhaka Subject: Writing report on “Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh” Dear Madam We are submitting our term paper on “Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh”, as a part of fulfilling your instruction for acquiring the learning objectives of ‘Financial Markets and Institutions’ course. We thank you for assigning us this exercise as it has provided us with an eye opening valuable opportunity of improving our knowledge on this new technology as well as our research skills. We sincerely hope that the analysis work will meet the level of your expectation. Sincerely Yours Md. Farhan Imtiaz Md. Momenur Rahaman Md. Sohel Sagar Mohammed Zuber Alam Tanveer Mahmood Miah Sharif Taufique Atique ACKNOWLEDGEMENT It would not have been possible to complete this report and submit this report without the extensive support of some special people and it is high time to show our gratitude towards them. At first we would like to thank our honorable Course Instructor, Syeda Mahrufa Bashar, Lecturer...
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...with money. Now-a day’s banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and is becoming wider. In order to survive in the competitive field of the banking sector all organizations are looking for better service opportunities to provide their fellow clients. For last few years, internet banking is a very common service that is provided by most of the commercial banks in Bangladesh. Standard Bank Ltd. is one of them. Now internet banking is a very popular form of transaction among peoples. Because by this they can do their various banking activities without going to the bank and in a very short time. In this research study the researcher conducted a research on “Customer Satisfaction with Internet Banking Service Quality Based On Standard Bank ltd”. The main objective of this research is to identify the key factors that influence the internet banking and Helps to retain customers of the Standard Bank Ltd. 2. Background and Corporate Information of Standard Bank 2.1 Standard Bank Limited Standard Bank Limited (SBL) was incorporated as a Public Limited Company on May 11, 1999 under the Companies Act, 1994 and the Bank achieved satisfactory progress from its commercial operations on June 03, 1999. SBL has introduced several new products on credit and deposit schemes. It also goes for Corporate and Retail Banking etc. The Bank also participated...
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...Factors Influencing the Usage of Mobile Banking – Incident from a Developing Country Author: Mohammad Rokibul Kabir * *Assistant Professor, Department of Business Administration, International Islamic University Chittagong. Cell:8801191555211 ;email: rakibais@yahoo.com Abstract The study has been conducted to investigate the factors that influence the users of banking services to use mobile banking in Bangladesh. A self-administrated questionnaire had been developed and distributed among the clients of two full fledged mobile banking service providers of Bangladesh called Brac Bank Limited and Dutch Bangla Bank Limited. Out of the 100 questionnaires, only 64 useable questionnaires were returned, yielding a response rate of 64 percent. Results were subsequently analyzed by using multiple regressions. The influencing factors are analyzed under the four major factors Perceived Risk, Trust, Convenience, Relative Advantage under which several other factors have been explored. Factors such as performance risk, security/privacy risk, time risk, social risk and financial risk are found to be negatively related with the usages of Mobile Banking as perceived risk make the users confused about their security in using mobile banking while factors like ability, integrity, benevolence, perceived usefulness, perceived ease of use relative cost and time advantages are positively related with the intention to use mobile banking services. However, social security is the only factor found...
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...Electronic Banking in Bangladesh Mohammad Shamsuddoha Assistant Professor Department of Marketing, University of Chittagong Chittagong, Bangladesh. E- mail: mdsdoha@gmail.com Abstract: In Bangladesh, Banking industry is mature to a great extent than earlier period. It has developed superb image in their various activities including electronic banking. Now modern banking services have launched by some multinationals and new local private commercial banks. Electronic banking is one of the most demanded and latest technologies in banking sector. This paper tried to unearth the present status of electronic banking in banking sector in Bangladesh. Keywords: Electronic Banking, Bank, Bangladesh Introduction: In Bangladesh, multinational banks are operating for long besides our nationalized, private and specialized banks. However, much of the resulting research has concentrated on providing evidence of the association between consumers’ usage patterns of ATMs and their demographic profiles (Hood, 1979; Murphy, 1983) and, more recently, consumer psychographic profiles (Stevens et al., 1986). Besides, the banking services of nationalized, private, and multinationals are different by quality of their services. Multinational banks are offering better services than others. They offer better customer services, personal financial services, corporate facilities, trade services with the help of efficient operational department, credit department, information technology department...
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...INTERNATIONAL REVIEW Mathew et al. (2005) analyzed the use of banking technology in United Kingdom by ranking of importance of selected technology on consumer perception of service delivery performance and found that the importance-performance grid demonstrates two factors and their underlying attributes that fall into the “Keep up the good work” quadrant and the other two factors fall into the “Low priority” quadrant. The first two were the areas the organization needs to allocate resources in order to maintain the level of service they provided...
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...An Analysis of Internet Banking Adoption and Usage by Users in the Developing World Nishali Prasadika Ranasinghe BSB10183-3-Project Submitted to the Business School in partial fulfillment for the degree of Bachelor of Arts (Hons) in Business Management Supervised By: Fathima Nazeefa Fawzer Word Count: Table of Contents Abstract 3 Acknowledgement 4 1 Working Title 5 2 Introduction 5 2.1 Problem Statement 6 2.2 Problem Justification 6 2.3 Objectives 7 3 Literature Review 8 3.1 Determinants of internet banking usage 8 3.2 Barriers for internet banking adoption and usage 10 5 Conclusion 13 6 References 14 Abstract Similar to the adoption of automatic teller machines, banks around the world are looking at online banking services as the next technology to reduce costs while maintaining or enhancing services to the customer. In developing countries, the low cost of online banking may enable banks to reach new customers, much like the cell phone offered new possibilities in telephony. Banks must understand, however, that the mediating use of technology increases interpersonal distance between banks and their customers, which can build barriers for adoption of this technology. Hence, this critical literature review seeks to explore the internet banking adoption and usage by users in the developing world and to discover the barriers affecting internet-banking adoption within the geographic scope examined. Four factors namely, perceived usefulness and security and...
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...Term paper on Submitted to: Salma Akter Senior Lecturer, Dept.of Business administration. EWU. Submitted by: ------------------------------------------------- Md.Aminur-Rahman ID: 2009-3-10-039 ------------------------------------------------- Shamim Ahmad ID: 2008-2-14-050 ------------------------------------------------- Md.Rakibul- Islam ID: 2009-3-10-041 ------------------------------------------------- Md.Mojammel Haque ID: 2009-2-10-134 ------------------------------------------------- Sumit Raihan ID: 2009-1-13-003 ------------------------------------------------- Bayazid Alam Siddiqui ID: 2009-2-10-288 ------------------------------------------------- July 12,2012 Salma Akter Senior lecturer Department of Business Administration, East West University Subject: Industry analysis of Dutch-Bangla Bank Ltd.” Dear Madam, We are writing this letter to inform you that we have prepared our term paper on Industry Analysis Of Dutch Bangla Bank. We tried to gather information to make our research paper specific and coherent. Through the procedure of preparing the research paper, we have collected and used necessary data from relevant sources. We tried our level best to make applicable and feasible research so that it will...
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...Chapter 1 Introduction Internet is changing the way consumers shop and buys goods and services, and has rapidly evolved into a global phenomenon. Many companies have started using the Internet with the aim of cutting marketing costs, thereby reducing the price of their products and services in order to stay ahead in highly competitive markets. Companies also use the Internet to convey, communicate and disseminate information, to sell the product, to take feedback and also to conduct satisfaction surveys with customers. Customers use the Internet not only to buy the product online, but also to compare prices, product features and after sale service facilities they will receive if they purchase the product from a particular store. Many experts are optimistic about the prospect of online business. In addition to the tremendous potential of the E-commerce market, the Internet provides a unique opportunity for companies to more efficiently reach existing and potential customers. Although most of the revenue of online transactions comes from business-to-business commerce, the practitioners of business-to-consumer commerce should not lose confidence. It has been more than a decade since business-to-consumer E-commerce first evolved. Scholars and practitioners of electronic commerce constantly strive to gain an improved insight into consumer behavior in cyberspace. Along with the development of E-retailing, researchers continue to explain E-consumers’ behavior from different ...
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...Chapter 1: Introduction to HSBC Group 1.0 HSBC Mission Statement: “We aim to satisfy our customers with high quality service that reflects our global image as the premier international bank” Objectives of HSBC: HSBC’s objectives are to provide innovative products supported by quality delivery of systems and excellence customer services, to train and motivate staffs and to exercise social responsibility. By combining regional strengths with group network HSBC’s aim is to be the one of the leading banks in its principle markets. HSBC’s goal is to achieve sustained earnings growth and to continue to enhance shareholders value. 1.1 An Overview of HSBC Group The HSBC Group is named after its founding member, The Hongkong and Shanghai Banking Corporation Limited, which was established in 1865 in Hong Kong and Shanghai to finance the growing trade between China and Europe. Thomas Sutherland, a Hong Kong Superintendent of the Peninsular and Oriental Steam Navigation Company helped to establish this bank in March 1865. Throughout the late nineteenth and the early twentieth centuries, the bank established a network of agencies and branches based mainly in China and South East Asia but also with representation in the Indian sub-continent, Japan, Europe and North America. The post-war political and economic changes in the world forced the bank to analyze its strategy for continued growth in the 1950s. The bank diversified both its business and its...
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...Volume–VI, Number-01, January-June, 2011 Customers’ Attitude towards Wireless Internet Services in Bangladesh: An Empirical Study Comparing WIMAX Based and EDGE/EVDO Based Internet Service S.M. MONIRUL ISLAM* BULBUL AHAMED** Abstract This study is an attempt to measure the attitude of customers towards the wireless Internet services in Bangladesh based on the Mertin Fishbein’s multi attribute attitude model. Some salient attributes (i.e., speed, bandwidth fluctuation rate) of WIMAX based and EDGE/EVDO based Internet services that affect the attitude of the customers have been selected which customers emphasizes to take purchase-decision as well as usage continuation decision. Two types of wireless Internet service providers (WIMAX and EDGE/EVDO) and ten salient attributes have been considered for this study. It has been found from the study that customers form more positive attitude towards WIMAX based Internet service than EDGE/EVDO based service. Observed differences in mean attitude of different attributes for the two categories of wireless Internet services are measured through Z-test to test the significance of those differences. Findings of this study may be used as an index by the Internet service providers for improvement of their services to satisfy the customers. Key words: Wireless Internet, Customer Attitude, WIMAX, EDGE, EVDO 1. INTRODUCTION Communication is the fundamental need of human beings. From the early evolution of civilization man has invented...
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...Recommendation “Examination of Performance and Customer’s Perception of Bank’s Services: A Study on Jamuna Bank Limited Moulovi Bazar Branch” Shahariar Hasan Report Submitted To The School of Business & Economics United International University In Fulfillment of Requirement for the Degree of Bachelor of Business Administration “Examination of Performance and Customer’s Perception of Bank’s Services: A Study on Jamuna Bank Limited Moulovi Bazar Branch” By Shahariar Hasan ID: 111-091-236 BBA Program Major In Marketing School of Business & Economics United International University Supervised By Kawsar Ahmmed, Phd Assistant Professor in Marketing School of Business & Economics United International University Submission Date: June, 2014 LETTER OF TRANSMITTAL Date: June 07, 2014 Kawsar Ahmmed, Phd Assistant Professor School of Business & Economics United International University Subject: Submission of the final report on “Examination of Performance and Customer’s Perception of Bank’s Services: A Study on Jamuna Bank Limited Moulovi Bazar Branch”. Dear Sir, In the following pages, I have presented Internship Report, which you had authorized me to prepare as Internship Report. This internship at Jamuna Bank Limited has given me an opportunity to get hands on experience about Banking Operations in Jamuna Bank Limited and a general idea about the banking and financial sector in Bangladesh and also facilitate me to apply my theoretical knowledge...
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...DBBL Executive Summary Service quality is a good measure for knowing about the performance of a bank.. Nowadays Banking companies are in a competitive market. They are choosing the differentiation strategy to be a market leader because cost leadership is not a good tool for competition due to oligopolistic market. By analyzing bank information system, this paper investigates the service quality perceptions of bank account holders. This paper also examine the relationship between relative importance allocated by respondents to each of the five SERVQUAL dimensions as measured by the points allocated to that dimensions the ratings provided for the individual items of the dimension. In the SERVQUAL questionnaire there are 22 questions from five different dimensions. These are Tangibles, Reliability, Responsiveness, Assurance and Empathy. These questions measure the gap between employees’ expectations and perceptions .After conducting the survey I have found some values. I have made an analysis with these values. I have calculated the weighted average scores of these values from the perspective of these branches. Then it has been seen that the gap between the employees’ expectations and perceptions about the services is lower for the customers. In my report I got reliability, responsibility and assurance is very much valuable to customers compare to others. Company Profile COMPANY BACKGROUND Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was established...
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