Measuring the Satisfaction Levels of Mobile Financial Services Users in Bangladesh

2016 ◽  
Vol 6 (1) ◽  
pp. 24-33 ◽  
Author(s):  
Md Abdul Hai ◽  
Mohammad Masudur Rahman
Keyword(s):  
Financial Services ◽  
Total Population ◽  
Service Providers ◽  
Descriptive Statistics ◽  
Service Users ◽  
Ample Opportunity ◽  
Mobile Financial Services ◽  
User Groups ◽  
Different Dimensions ◽  
Self Administered Questionnaire

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.

Mobile Financial Services

2020 ◽  
pp. 96-119
Author(s):  
Alexander Maina Kimari ◽  
Eric Blanco Niyitunga
Keyword(s):  
Financial Services ◽  
Developing World ◽  
Service Providers ◽  
Customer Experience ◽  
Financial Service ◽  
Financial Inclusion ◽  
The Poor ◽  
Financial Exclusion ◽  
Mobile Financial Services

The chapter explores financial exclusion, its causes, and consequences in society. The chapter found that the existing discrepancy in financial inclusion between the developed and developing world is driven by financial exclusion that makes it difficult for financial service providers to expand outreach to the poor at affordable prices. The chapter aims to investigate the role of mobile financial service design and development in dealing with financial exclusion. It was found that mobile financial services are promoting financial inclusion in various markets. However, few studies have been undertaken on the benefits of mobile financial services in dealing with the high rates of financial exclusion. The chapter recommended that to achieve financial inclusion, there is need for mobile financial services providers to take into account customer experience through the ease of using the phone interface. The chapter concluded that there is need for scholars in the fields of finance and economics to conduct research in the areas of mobile financial services and their role in society.

Build it – Will They Come?

2010 ◽  
Vol 8 (3) ◽  
pp. 1-14 ◽  
Author(s):  
Prateek Shrivastava
Keyword(s):  
Financial Services ◽  
Service Providers ◽  
Low Cost ◽  
Financial Resources ◽  
Control Group ◽  
Mobile Banking ◽  
Extended Access ◽  
Mobile Financial Services ◽  
Working Age ◽  
Money Transfers

Globally, only a sixth of the approximately 3 billion impoverished people of working age currently have access to formal financial services, which translates to 17% coverage of the market, leaving 83% under-served. The growth of mobile telephony has been rapid and has extended access well beyond already connected customers in developing countries. This rapid growth offers a new low-cost alternative for financial institutions to make a profit while dealing with small money transfers and payments. Consumers also benefit because they no longer need time and financial resources to travel to distant banks. The successful deployment of financial services via mobile phones has shown willingness from financial service providers to develop and provide such products. However, there are major perceived and real obstacles in the willingness of consumers to adopt these products. Therefore, a need exists to understand customers’ reasons behind adopting these services. In this paper, the author proposes a model that provides a framework to empirically test the attitudes of customers toward mobile financial services via a control group conducted in 2008 using Luarn and Lin’s (2005) mobile banking adoption model.

scholarly journals DIGITAL PAYMENT: PROBABILITY IN MILLENIAL (CASE STUDY OF UINSU FEBI STUDENTS)

2020 ◽  
Vol 4 (2) ◽  
pp. 91-95
Author(s):  
Muhammad Lathief Ilhamy Nasution
Keyword(s):  
Financial Services ◽  
Total Population ◽  
Service Providers ◽  
Human Life ◽  
Internet Service ◽  
Banking Services ◽  
Internet Users ◽  
Technological Advances

The rapid technological advances with a very strong internet penetration make the Indonesian people connect to communicate instantly. This has indirectly changed the pattern of human life, especially in the activities of shopping, communicating and working and transacting money in order to spend their income. Therefore with the activities carried out the hope of access to financial services that are affordable, fast and easy to personally connect with various activities. Someone in the internet world makes demands that need to be addressed by modern financial service providers.  Internet access has shown a significant increase. This is consistent with the publication of the Association of Internet Service Providers (APJII) in March 2015 stating an increase in internet users, namely from 71.9 million in 2013 to 88.1 million users at the end of 2014, or about 34.9% of the total population currently. This digital payment research shows that there is an increase in the quality of banking services in Indonesia. This is because the banking management has implemented it to reach all levels of Indonesian society, especially for millennials living in the FOR (frontier, outermost, and remote) areas.

scholarly journals Understanding Users’ Intention to Use Mobile Financial Services: A Study in Khulna City

2019 ◽  
pp. 1-8
Author(s):  
Md. Khashrul Alam
Keyword(s):  
Technology Acceptance ◽  
Financial Services ◽  
Reasoned Action ◽  
Service Providers ◽  
Financial Service ◽  
Intention To Use ◽  
Handheld Device ◽  
Mobile Financial Services ◽  
Strong Relation ◽  
Acceptance Model

Purpose: Mobile Financial Services are such applications of mobile computing which provide customers the support that is needed to access their bank accounts and bank anywhere and anytime using a mobile handheld device such as a mobile phone. Mobile Financial Services remove space and time limitations from banking activities such as checking account balances or transferring money from one account to another. The study tries to understand users’ level of intention to use mobile financial services in Khulna city. Methodology: Data have been collected from 110 respondents out of which 35 respondents are agents and rest is from different professions. All mobile financial service users in Khulna city have been assumed as population for the study. There has been no demographic barrier for the mobile financial services users to be taken or to be given priority. A structured questionnaire has been administered among the respondents to collect the data. There are 7 variables that have been interviewed among the respondents. These variables are taken from ‘Technology acceptance model’ and ‘Theory of reasoned action’. Correlation and multiple regression analysis are applied to understand the intention of the users. Findings: The study finds that there are strong relationships among the variables. It also shows that trust has strong relation with intention to use mobile financial services. Value: Different stakeholders like mobile financial service providers, mobile operators, regulatory authorities, government and others will get benefit from the study.

scholarly journals Comparison Analysis Of Social Influence Marketing For Mobile Payment Using Support Vector Machine

2019 ◽  
pp. 367-374
Author(s):  
Oman Fikriyan Prihono ◽  
Puspita Kencana Sari
Keyword(s):  
Support Vector Machine ◽  
Social Influence ◽  
Financial Services ◽  
Mobile Application ◽  
Service Providers ◽  
Mobile Payment ◽  
Support Vector ◽  
Service Users ◽  
Analysis Method ◽  
Comparison Analysis

There are many digital-based financial services today, one of them is mobile payment service. Users can deposit money and make online transaction with their smartphone through mobile application. Five mobile payment service providers with the most users in Indonesia, according to Dailysocial are GOPAY, OVO, LinkAja, DANA, and PayTren. This study uses sentiment analysis to classify user’s opinion into positive and negative classes. The classification method used is Support Vector Machine. This study utilizes three metrics, namely Net Sentiment, Share of Voice, and Social Influence Marketing Score. Those metrics are useful for knowing reputation, reach, and influence of brands in social media. The findings in this study indicate that GOPAY, OVO, DANA, and PayTren have a positive dominant sentiment, while LinkAja has a negative dominant sentiment. The brand with the biggest influence and reaches in the mobile payment industry is GOPAY. While the highest reputation brand is PayTren. The implication of this research is to encourage mobile payment providers to be able to monitor their brand conditions among their competitors by utilizing social network analysis method.

Mobile Financial Services

2021 ◽  
pp. 212-230
Author(s):  
Alexander Maina Kimari ◽  
Eric Blanco Niyitunga
Keyword(s):  
Financial Services ◽  
Developing World ◽  
Service Providers ◽  
Customer Experience ◽  
Financial Service ◽  
Financial Inclusion ◽  
The Poor ◽  
Financial Exclusion ◽  
Mobile Financial Services

The chapter explores financial exclusion, its causes, and consequences in society. The chapter found that the existing discrepancy in financial inclusion between the developed and developing world is driven by financial exclusion that makes it difficult for financial service providers to expand outreach to the poor at affordable prices. The chapter aims to investigate the role of mobile financial service design and development in dealing with financial exclusion. It was found that mobile financial services are promoting financial inclusion in various markets. However, few studies have been undertaken on the benefits of mobile financial services in dealing with the high rates of financial exclusion. The chapter recommended that to achieve financial inclusion, there is need for mobile financial services providers to take into account customer experience through the ease of using the phone interface. The chapter concluded that there is need for scholars in the fields of finance and economics to conduct research in the areas of mobile financial services and their role in society.

Cyberpolitik

ADALAH ◽  
2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Munadhil Abdul Muqsith
Keyword(s):  
Political Communication ◽  
Total Population ◽  
Service Providers ◽  
Mailing List ◽  
The Internet ◽  
Internet Service Providers ◽  
Internet Service ◽  
Internet Users ◽  
Internet Media ◽  
First Time

Abstract:The internet developed for the first time in Indonesia in the early 1990s. Starting from the pagayuban network, it is now expanding without boundaries anywhere. A survey conducted by the Indonesian Internet Service Providers Association (APJII) said that the number of internet users in Indonesia in 2012 reached 63 million people or 24.23 percent of the country's total population. Next year, that figure is predicted to increase by close to 30 percent to 82 million users and continue to grow to 107 million in 2014 and 139 million or 50 percent of the total population in 2015. million people. This matter also results in political communication with the internet media, or is often said to be cyber politics. Cyber politics in Indonesia has faced growth in recent years. There are many facilities that support the growth of cyber politics, such as Facebook, Twitter, mailing list, YouTube, and others.Keywords: Cyberpolitik, Internet  Abstrak:Internet berkembang pertama kali di Indonesia pada awal tahun 1990-an. Diawali dari pagayuban network kini berkembang luas tanpa batas dimanapun juga. Suatu survei yang diselenggarakan Asosiasi Penyelenggara Jasa Internet Indonesia (APJII) mengatakan kalau jumlah pengguna internet di Indonesia tahun 2012 menggapai 63 juta orang ataupun 24,23 persen dari total populasi negeri ini. Tahun depan, angka itu diprediksi naik dekat 30 persen jadi 82 juta pengguna serta terus berkembang jadi 107 juta pada 2014 serta 139 juta ataupun 50 persen total populasi pada 2015. juta orang. Perihal ini pula berakibat pada komunikasi politik dengan media internet, ataupun kerap diucap dengan cyber politic. Cyber politic di Indonesia hadapi pertumbuhan sebagian tahun terakhir. Banyaknya fasilitas yang menunjang pertumbuhan cyber politic semacam terdapatnya facebook, Twitter, mailing list, youtobe, serta lain-lain.Kata Kunci: Cyberpolitik, Internet 

An Exploration of Aftercare Services for Female Drug Users

2018 ◽  
Vol 30 (2) ◽  
Author(s):  
Talent Mhangwa ◽  
Madhu Kasiram ◽  
Sibonsile Zibane
Keyword(s):  
South Africa ◽  
Qualitative Study ◽  
Drug Users ◽  
Service Providers ◽  
Service Users ◽  
Rehabilitation Centre ◽  
Aftercare Services ◽  
Data Source ◽  
Female Drug Users ◽  
Depth Interviews

The number of female drug users has been on the rise in South Africa, with statistics reflecting a rise in the number of women who attend treatment centres annually. This article presents empirical data from a broader qualitative study which aimed to explore perceptions concerning the effectiveness of aftercare programmes for female recovering drug users. The main data source was transcripts of in-depth interviews and focus groups with both service users and service providers from a designated rehabilitation centre in Gauteng, South Africa. Framed within a biopsychosocial-spiritual model, this article explores the perceptions and meanings which the female recovering drug users and the service providers attach to aftercare programmes. The findings of the research outlined the range of factors promoting recovery, alongside noteworthy suggestions for improvement in aftercare services. While acknowledging multiple influences on behaviour, this article highlights the significance of these findings in planning and implementing holistic aftercare programmes.

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