Customer's adoption of mobile banking in Nepalese commercial banks / Situ Tara Bajracharya 

Public ISBD Title : Customer's adoption of mobile banking in Nepalese commercial banks Material Type: printed text Authors: Situ Tara Bajracharya, Author Publication Date: 2014 Pagination: 100p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography Languages : English Descriptors: Banks Banks and banking Banks and banking, Mobile Commercial banks Internet banking Mobile commerce Nepal Keywords: 'mobile commerce  mobile banking  banks and banking  commercial banks  nepal  internetbanking' Class number: 332.178 Abstract: Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space. The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal. The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response. The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today. Customer's adoption of mobile banking in Nepalese commercial banks [printed text] / Situ Tara Bajracharya, Author . - 2014 . - 100p. ; GRP/Thesis + 2/B. Including bibliography Languages : English Descriptors: Banks Banks and banking Banks and banking, Mobile Commercial banks Internet banking Mobile commerce Nepal Keywords: 'mobile commerce  mobile banking  banks and banking  commercial banks  nepal  internetbanking' Class number: 332.178 Abstract: Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space. The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal. The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response. The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
68/D	332.178 BAJ	Thesis/Dissertation	Uniglobe Library	Social Sciences	Available

Mobile banking customer satisfaction and loyalty in Nepalese financial institutions / Sanam Koirala 

Public ISBD Title : Mobile banking customer satisfaction and loyalty in Nepalese financial institutions Material Type: printed text Authors: Sanam Koirala, Author Publication Date: 2017 Pagination: 92p. Size: GRP/Thesis Accompanying material: 7/B Languages : English Descriptors: Banks and banking, Mobile Mobile commerce Class number: 332.178 Abstract: Technology is making a tremendous impact upon service companies and financial services. As a result of this technological improvement, business environment in financial sector is extremely dynamic and experiencing rapid changes. Due to this, it demands banks to serve their customer electronically (Aseefa and Rorissa, 2013). Electronic banking (e-banking) is providing banking products and services through electronic delivery channels like internet banking, mobile banking and automated teller machines (ATMs), and point of sale (Nsouli and Schaechter, 2002). Customer satisfaction is defined as a collection of outcome of perception, evaluation and psychological reactions to the consumption experience with a product or service. Churchill and Suprenant (1982) defined customer satisfaction as a “disconfirmation paradigm” since it is a result of confirmation/ disconfirmation of expectation and desire. Customer satisfaction is therefore an attitude or a rating made by the customer by comparing their pre-purchase expectation to their subjective perceptions of actual performance (Oliver, 1980).Customer loyalty is special kind of customer behaviour towards the organization. It is kind of future prediction about the intentions of the customer to do business with the firm (Zeithaml et al., 1996). It is overall behaviour of customer regarding product, service or any other aspect of the organization in which customer is involved makes the term customer loyalty (Oliver, 1999). Loyalty is generally explained in terms of attitude and behaviour (Uncles et al., 2003). The major purpose of this study is to identify the impact of mobile banking service quality on customer satisfaction and loyalty in Nepalese financial institutions. The specific objectives are: to determine the role of demographic variables like age, education and profession in the frequency in use of mobile banking in Nepal, to examine the perceived mobile banking service quality such as time of using mobile banking services, frequency of use of mobile banking service and mostly used mobile banking services offered by Nepalese banks, to analyze the relationship between customer satisfaction and the independent variables such as reliability, responsiveness, efficiency, security, web design and to analyze the impact of customer satisfaction together with dimensions of service quality like reliability, responsiveness, efficiency, security, web design and empathy on customer loyalty. The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The study has employed descriptive as well as causal comparative research designs to analyze the relationship between mobile banking, customer satisfaction and customer loyalty of Nepalese banking sector. To analyze the reliability and validity of the data Cronbach’s alpha (α) is used. Frequencies, percent, mean, correlation and test of significance are used in this study to measure the determinants of customer satisfaction. To achieve the purpose of the study, structured questionnaire was prepared. Out of 250 questionnaires, only 215 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing mobile banking service quality, customer satisfaction and customer loyalty of Nepalese commercial banks. The study reveals that all the mobile banking variables (reliability, responsiveness, efficiency, privacy and web design) are positively correlated with customer loyalty. The regression equation reveals that all the mobile banking service quality dimensions are positively and significantly related to customer satisfaction except privacy variable which is insignificant at one percent and five percent level of significance. Further the regression equation reveals that all mobile banking service quality dimensions and customer satisfaction are positively and significantly related to customer loyalty. The result also shows that higher the reliability, responsiveness, efficiency, privacy, empathy and web design, higher would be customer satisfaction and customer loyalty. The study reveals that the major factor influencing customer satisfaction is reliability. So the bank must provide timely and error free services to customer. The second factor influencing customer satisfaction is efficiency followed by responsiveness, information security, web design and empathy. Thus the major factor influencing customer satisfaction is reliability and least factor is empathy. The important factor that mostly influences the customer’s loyalty of Nepalese commercial banks is corporate image and bank reputation. The study reveals that all the mobile banking service quality variables like reliability, responsiveness, efficiency, privacy and web design are positively correlated to customer loyalty. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer loyalty. Similarly, reliability, responsiveness, efficiency, privacy, empathy and web design are positively correlated to customer satisfaction of Nepalese commercial banks. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer satisfaction. The regression results show that the beta coefficients for responsiveness and efficiency are positive with customer loyalty and customer satisfaction. Mobile banking customer satisfaction and loyalty in Nepalese financial institutions [printed text] / Sanam Koirala, Author . - 2017 . - 92p. ; GRP/Thesis + 7/B. Languages : English Descriptors: Banks and banking, Mobile Mobile commerce Class number: 332.178 Abstract: Technology is making a tremendous impact upon service companies and financial services. As a result of this technological improvement, business environment in financial sector is extremely dynamic and experiencing rapid changes. Due to this, it demands banks to serve their customer electronically (Aseefa and Rorissa, 2013). Electronic banking (e-banking) is providing banking products and services through electronic delivery channels like internet banking, mobile banking and automated teller machines (ATMs), and point of sale (Nsouli and Schaechter, 2002). Customer satisfaction is defined as a collection of outcome of perception, evaluation and psychological reactions to the consumption experience with a product or service. Churchill and Suprenant (1982) defined customer satisfaction as a “disconfirmation paradigm” since it is a result of confirmation/ disconfirmation of expectation and desire. Customer satisfaction is therefore an attitude or a rating made by the customer by comparing their pre-purchase expectation to their subjective perceptions of actual performance (Oliver, 1980).Customer loyalty is special kind of customer behaviour towards the organization. It is kind of future prediction about the intentions of the customer to do business with the firm (Zeithaml et al., 1996). It is overall behaviour of customer regarding product, service or any other aspect of the organization in which customer is involved makes the term customer loyalty (Oliver, 1999). Loyalty is generally explained in terms of attitude and behaviour (Uncles et al., 2003). The major purpose of this study is to identify the impact of mobile banking service quality on customer satisfaction and loyalty in Nepalese financial institutions. The specific objectives are: to determine the role of demographic variables like age, education and profession in the frequency in use of mobile banking in Nepal, to examine the perceived mobile banking service quality such as time of using mobile banking services, frequency of use of mobile banking service and mostly used mobile banking services offered by Nepalese banks, to analyze the relationship between customer satisfaction and the independent variables such as reliability, responsiveness, efficiency, security, web design and to analyze the impact of customer satisfaction together with dimensions of service quality like reliability, responsiveness, efficiency, security, web design and empathy on customer loyalty. The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The study has employed descriptive as well as causal comparative research designs to analyze the relationship between mobile banking, customer satisfaction and customer loyalty of Nepalese banking sector. To analyze the reliability and validity of the data Cronbach’s alpha (α) is used. Frequencies, percent, mean, correlation and test of significance are used in this study to measure the determinants of customer satisfaction. To achieve the purpose of the study, structured questionnaire was prepared. Out of 250 questionnaires, only 215 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing mobile banking service quality, customer satisfaction and customer loyalty of Nepalese commercial banks. The study reveals that all the mobile banking variables (reliability, responsiveness, efficiency, privacy and web design) are positively correlated with customer loyalty. The regression equation reveals that all the mobile banking service quality dimensions are positively and significantly related to customer satisfaction except privacy variable which is insignificant at one percent and five percent level of significance. Further the regression equation reveals that all mobile banking service quality dimensions and customer satisfaction are positively and significantly related to customer loyalty. The result also shows that higher the reliability, responsiveness, efficiency, privacy, empathy and web design, higher would be customer satisfaction and customer loyalty. The study reveals that the major factor influencing customer satisfaction is reliability. So the bank must provide timely and error free services to customer. The second factor influencing customer satisfaction is efficiency followed by responsiveness, information security, web design and empathy. Thus the major factor influencing customer satisfaction is reliability and least factor is empathy. The important factor that mostly influences the customer’s loyalty of Nepalese commercial banks is corporate image and bank reputation. The study reveals that all the mobile banking service quality variables like reliability, responsiveness, efficiency, privacy and web design are positively correlated to customer loyalty. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer loyalty. Similarly, reliability, responsiveness, efficiency, privacy, empathy and web design are positively correlated to customer satisfaction of Nepalese commercial banks. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer satisfaction. The regression results show that the beta coefficients for responsiveness and efficiency are positive with customer loyalty and customer satisfaction.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
294/D	332.178 KOI	Thesis/Dissertation	Uniglobe Library	Social Sciences	Available

---

page 1/1