this is very important file

1. We’re
TeamENTITY
Let’s dive into our
presentation
1

2. Topic
Factors Influencing Customer
Satisfaction With Mobile Banking
In Bangladesh
2

3. Team
Members
Md Moinul Islam Ifti
Sangeeta Karmaker Tithi
Abir Hassan Shanto
Nusrat Jahan Eva
Mehedi Hasan
3

4. Presented
for-
Mr. Md. Mahfuzur Rahman
Lecturer
Department of Management Studies
4

5. Contents
● Numerical Discussion
○ Statistical Analysis
○ Customer Satisfaction
Analysis
● Theoretical Discussion
○ Introduction
○ Literature Review
○ Objective of the study
○ TQM in Mobile Banking
○ Research Methodology
○ Implementation of TQM in
Mobile Banking
○ Recommendation
5

6. Md Moinul
Islam Ifti
ID 1840
9th Batch
Department of Management
Studies
6

7. Introduction
7

8. Literature Review
Convenience
Security
Reliability
Customer Support
8
Usefulness
Ease of Use
Trust
Khan et al. (2022) Rahman et al. (2022)

9. The Objective of The Study
Service Quality
Dimensions
Recommendations
Trust and Security
Factors
Technology
Acceptance Factors
9

10. TQM in Mobile Banking
Customer Focus
Continuous Improvement
Process Optimization
Employee Involvement

11. ID 1798
Sangeeta
Karmaker
Tithi
ID 1798

12. What are the most important
factors that influence customer
satisfaction with mobile banking
services in Bangladesh?
How do factors such as ease of
use, security, transaction speed,
accuracy of transaction impact
customer satisfaction with
mobile banking in Bangladesh?
To what extent do demographic
factors such as age, gender, income
level, and education influence
customer satisfaction with mobile
banking in Bangladesh?
Research Questions

13. 1 - The Brief
Quantitative Research Methodology
.
Methodology of the Study
Descriptive Research Design

14. Abir Hassan
Shanto
ID 2395

15. Descriptive Statistics
Descriptive Statistics summarizes and organizes the
data and gives a brief overview of the overall dataset
by showing the value of the mean, basic perception of
the primary respondence, and standard deviation.

16. NO. FACTORS
DEGREE OF AGREEMENT OR DISAGREEMENT ATTACHED TO
EACH FACTOR
(STRONGLY DISAGREE = 1 TO STRONGLY AGREE = 5)
MEAN S.D.
1 2 3 4 5
(%) (%) (%) (%) (%)
1. Transaction Speed 23 31 28 13 5 2.46 1.13
2. Security & trust 21 43 18 11 7 2.40 1.14
3. Ease of use 22 37 19 16 6 2.47 1.17
4. Ineffective advertisement 17 6 5 24 48 3.80 1.51
5. Accuracy of transaction 16 40 21 18 5 2.56 1.11
6. System availability 26 42 18 8 6 2.26 1.11
7. Responsiveness 26 45 19 8 2 2.15 0.97
8. Convenience 21 42 23 9 5 2.35 1.06
9. Cost-effectiveness 18 43 18 17 4 2.46 1.09

17. The statistical analysis of
service quality factors was
presented, revealing that all
factors, except for ineffective
advertisement, had mean
scores below 3.
As for the remaining eight
factors, their mean scores were
also below 3, indicating that
customers were not satisfied
with these aspects of service
quality.
The standard deviations were
notably high, indicating a wide
dispersion in the distribution.
This implies that the impact of
service quality factors on
customer satisfaction follows an
approximately normal
distribution.

18. Age Range
and
Security
Trust
Relationshi
p
Security trust Total
Strongly
Disagre
e
Disagre
e
Neither
Agree
nor
Disagre
e
Agre
e
Strongl
y
Agree
Age
Range
18-20 2 4 2 2 0 1
0
21-30 2 0 10 18 10 4
0
31-40 2 10 8 2 4 2
6
41-50 18 54 12 0 0 8
4
Above
50
18 18 4 0 0 4
0

19. Age Range
and Ease
of Use
Relationshi
p
Easy of use
Total
Strongl
y
Disagr
ee
Disagre
e
Neither
Agree
nor
Disagree
Agre
e
Strong
ly
Agre
e
Age
Rang
e
18-20 2 0 2 4 2 10
21-30 2 12 6 14 6 40
31-40 4 6 1
2
2 2 26
41-50 20 40 1
0
12 2 84
Abov
e 50
16 16 8 0 0 40
Total 44 74 3
8
32 1
2
20
0

20. . Profession
and Cost
Effectivene
ss
Relationshi
p
Cost Effectiveness
Total
Strongly
Disagre
e
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
Profession
s
Students 2 14 2 0 0 18
Garments workers 20 18 14 2 0 54
Private Job Holders 8 34 12 0 0 54
Government
Employee
4 12 2 0 0 18
Businesspersons 0 8 2 16 0 26
Freelancer 2 0 4 16 8 30
Total 36 86 36 34 8 200

21. Nusrat
Jahan Eva
ID 2406
21

24. Mehedi
Hasan
ID 1831

25. OBJECTIVES
Income Effect With Mobile Banking in Bangladesh
Recommendation
01
02

26. Below income tk 10,000/-
Whose income tk 10,000/- to
20,000/-.
Whose income tk 10,000/- to
20,000/-.
Whose Income tk 30,001/- to
40,000.
– Strongly Disagree
– Disagree
–Neither Agree nor
Disagree
-Agree
-Strongly Agree Above tk. 50,000/-
Income Effect With Mobile Banking in
Bangladesh
54
54
54
26
08
1
2
3
4
5
Customer
s

27. Recommendation
All banks should provide this
opportunity than mobile banking
limitation can be reduced.
Government should provide help
about mobile banking.
Rules and Regulations must be
stricken about mobile banking.

28. References
1. Ahmed, S.S., Rayhan, S.J., Islam, M.A. and Mahjabin, S., 2022. Problems and prospects of mobile banking in Bangladesh. Journal of Information Engineering
and Applications, 1(6), pp.16-34.
2. Hossain, N. and Hossain, Y., 2021. Mobile Banking and customer satisfaction: The case of Dhaka city. World Review of Business Research, 5(3), pp.108-120.
3. Jahan, N. and Shahria, G., 2022. Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users' perspective. South Asian
Journal of Marketing, 3(1), pp.60-76.
4. Khan, A.G., Lima, R.P. and Mahmud, M.S., 2021. Understanding the service quality and customer satisfaction of mobile banking in Bangladesh: Using a
structural equation model. Global Business Review, 22(1), pp.85-100.
5. Khan, M., Hossain, M., & Uddin, M. S. 2022. Factors affecting customer satisfaction with mobile banking in Bangladesh. Journal of Business Studies
Quarterly, 9(2), 1-16.
6. Lee, J.N., Morduch, J., Ravindran, S., Shonchoy, A. and Zaman, H., 2021. Poverty and migration in the digital age: Experimental evidence on mobile banking
in Bangladesh. American Economic Journal: Applied Economics, 13(1), pp.38-71.
7. Rahman, A., Hasan, M. and Mia, M.A., 2022. Mobile banking service quality and customer satisfaction in Bangladesh: An analysis. The Cost and
Management, 45(2), pp.25-32.
8. Rahman, M., Alam, M. R., & Islam, M. R. 2022. Factors influencing customer satisfaction with mobile banking in Bangladesh: An empirical study.
International Journal of Bank Marketing, 35(5), 437-456.
9. Uddin, M.K., 2022. Assessing Financial Performance of Mobile Banking Services Organization in Bangladesh. European Journal of Business and
Management Research, 7(2), pp.240-245.
28

29. ANY QUESTIONS?