Measuring the Satisfaction Levels of Mobile Financial Services Users in Bangladesh
| العنوان: | Measuring the Satisfaction Levels of Mobile Financial Services Users in Bangladesh |
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| المؤلفون: | Abdul Hai, Mohammad Masudur Rahman |
| المصدر: | International Journal of Online Marketing. 6:24-33 |
| بيانات النشر: | IGI Global, 2016. |
| سنة النشر: | 2016 |
| مصطلحات موضوعية: | Financial inclusion, Descriptive statistics, media_common.quotation_subject, 05 social sciences, Sincerity, Sample (statistics), SERVQUAL, Terms of service, Empirical research, 0502 economics and business, 050211 marketing, Customer satisfaction, Business, Marketing, 050203 business & management, media_common |
| الوصف: | Bangladesh enjoys fast growing mobile financial services (MFS) outlook that covers only 15% of the total population which indicates an ample opportunity yet to be tapped. This study aims to examine the satisfaction levels of mobile financial services users under different dimensions using SERVQUAL instrument. A self-administered questionnaire was used to survey in Dhaka with a sample of 201 respondents of various strata and data were analyzed by using descriptive statistics and ANOVA. The findings reveal that the overall satisfaction level of the users is somewhat satisfactory. The results also show that there are significant differences in satisfaction levels among the MFS user groups in terms of service providers' commitment, speed and sincerity and these differences are insignificant in terms of service users' income and convenience. The study suggests that the services need to be more customized and developed to improve the levels of satisfaction of the users. |
| تدمد: | 2156-1745 2156-1753 |
| الوصول الحر: | https://explore.openaire.eu/search/publication?articleId=doi_________::0085b512da729884bb68bab1e85ab0cfTest https://doi.org/10.4018/ijom.2016010102Test |
| رقم الانضمام: | edsair.doi...........0085b512da729884bb68bab1e85ab0cf |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 21561745 21561753 |
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