factors to increase customer satisfaction of mobile banking

Download FACTORS   to increase customer satisfaction of Mobile Banking

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  • 1. A STUDY ON FACTORSto increase customersatisfaction of MobileBanking

2. Agenda Introduction Research Model Data Collection Analysis Implications Limitations & Future Research 3. Interesting StatisticsThailand Statistics2555 2554 2553Mobile populationpenetration rate (Million)44 41 38M-Bankingpenetration rate864,312706,439519,450Source:Bank of Thailand , NSONote:Transfer within the same bank to bank payments for goods and services. 4. Challenges Handset Operability Security Scalability and Reliability Application Distribution PersonalizationBenefits Reduces operating cost Saves time Generates additional revenue Customer retention Growth for service providers 5. IS Success FrameworkIntention toUseUserSatisfactionInformationQualitySystemQualityServiceQualityInformation Systems Success Model(DeLone & McLean 2002, 2003) 6. IS Success Framework 7. H1: Mobile Bank safety systems has positive on theintention to use.H2 : Mobile Bank safety systems has positive on theincreasing customer satisfaction.H3 : Mobile Bank safety systems has positive on theconsumer trust.H4 : Service quality has positive on the intention touse.H5 : Service quality has positive on customersatisfaction.H6 : Service quality has positive on consumer trust.H7: financial cost has the negative effect on theintention to use mobile banking.H8 : financial cost has the negative effect on theHypothesis. 8. H9: Brand royalty has the positive effect on theintention to use mobile banking.H10: Brand royalty has the positive effect on thecustomer satisfaction.H11: Brand royalty has the positive effect on thecustomer trust.H12: Perceived ease of use has the positive effect onthe intention to use mobile banking.H13: Perceived ease of use has the positive effect onthe Perceived Usefulness.Hypothesis. (Continued) 9. H14: Functions are easier to use has the positiveeffect on the intention to use mobile banking.H15: Functions are easier to use has the positiveeffect Perceived Usefulness.H16: Perceived Usefulness has positive effect on thetrust of mobile banking.H17: Customer trust has positive effect on theintention to use.H18: Customer trust has positive effect on customersatisfaction.H19: Intention to usehas positive effect on the trustof customer satisfaction.Hypothesis. (Continued) 10. Likert scale295RESULTSOnline surveyPilot study 11. General InformationGenderAgeGroup02040608010012014016018020011-20 21-30 31-40 41-50 > 5051691873490.74% 1.98%53.96%43.32%Education0 100 200 30014452963811Occupation 12. General Information (continued)8656759295Incomepermonth.BKKOtherResident.< 20K20 K 29.99K> 50K40K -49.99K30K 39.99K 13. Smartphone Using Information38816SmartphoneUserUse020406080100120140160180< 3 3- 7 7 -11 > 11168177396ExperienceSmartphone.0 50 100 150 200< 1 Hr.2-5 Hrs.5-10 Hrs.10-15 Hrs.> 15 Hrs.211901323314HoursUsing 14. M-Banking Using InformationM-BankingUserWhynotuseit.295109Use0 10 20 30 40 50 60 70Mobile Banking 15. m-banking Using Information(continued)M-BankingUserWhynotuseit.2266634-8 yrs.1-4 yrs.8-13 yrs.1911704946352239 KBANKSCBBBLKTBBAYSCBTTMB0 50 100 150 200 250- -25173107489296602415 16. M-Banking Using Information(continued)Frequencyoffinancialtransactions.Service.0 50 100 150 200 250 300- -258173107489296602415050100150200250< 3 time/Week 3-7times/Week7 times/Week31532074e-commerce, AuctionRFID (Other services that you wishto have in M-banking. 17. ReliabilityAnalysisTheories. Cronbach AlphaSEC 0.810Brand 0.878PEU 0.870Function 0.853PU 0.800Price 0.852Service Quality 0.858Trust 0.904Intention to use 0.864Satisfaction 0.858 18. CorrelationAnalysisSEC Brand PEU Function PU PriceServicequalityTrustIntentionto useSatisfactionSEC 1 0.240 0.387 0.275 0.274 -.007 -.054 0.183 0.177 0.215Brand 0.240 1 0.266 0.253 0.207 0.287 0.282 0.289 0.146 0.207PEU 0.387 0.266 1 0.412 0.417 0.337 0.349 0.445 0.367 0.492Function 0.275 0.253 0.412 1 0.315 0.186 0.193 0.288 0.291 0.354PU 0.274 0.207 0.417 0.315 1 0.247 0.288 0.485 0.499 0.532Price -.007 0.287 0.337 0.186 0.247 1 0.663 0.557 0.208 0.463Service Quality -.054 0.282 0.349 0.193 0.288 0.663 1 0.594 0.198 0.558Trust 0.183 0.289 0.445 0.288 0.485 0.557 0.594 1 0.444 0.639Intention touse0.177 0.146 0.376 0.291 0.499 0.208 0.198 0.444 1 0.580Satisfaction 0.215 0.207 0.492 0.354 0.532 0.463 0.558 0.639 0.580 1 19. Information to assess variousaspects of 295 sample.(Security 60.90 35.25 3.62 0.11 0.11Brand Royalty 33.73 56.95 7.80 0.85 0.68Ease of Use 45.36 45.97 8.61 0.07 0.00Functionality 34.35 60.56 5.08 0.00 0.00Perceive Usefulness 33.14 57.20 8.73 0.68 0.25Price 23.16 57.18 15.03 2.94 1.58Service Quality 20.17 57.37 16.36 4.15 1.95Trust 23.81 63.98 11.86 0.34 0.00Intention to Use 26.78 65.76 7.12 0.34 0.00Mobile Banking Satisfaction 22.54 67.12 9.66 0.59 0.08 20. Descriptive StatisticsMeanStd.DeviationNSecurity 1.432 .49 295Brand Royalty 1.778 .64 295Ease of Use 1.647 .52 295Functionality 1.707 .48 295Perceive Usefulness 1.777 .50 295Price 2.026 .70 295Service Quality 2.103 .69 295Trust 1.887 .52 295Intention to Use 1.810 .49 295Mobile BankingSatisfaction1.885 .48 295 21. The table shows the relationshipbetween the Independent andIndependent .HypothesisIndependentVariableDependentVariableRSquareAdjustedR SquareUnstandardizedCoefficientsStd. Coefficientst Sig.B Std. Error BetaH1 SEC Intention .256 .246 - - - -.174 .862H4 Service Intention .256 .246 -.093 .045 -.130 -2.034 .042H7 Price Intention .256 .246 - - - -.414 .679H9BrandRoyaltyIntention .256 .246 - - - -.297 .766H12 PEU Intention .256 .246 .171 .057 .181 2.992 .003H14FunctionalityIntention .256 .246 .127 .057 .125 2.231 .026H17 Trust Intention .256 .246 .382 .063 .404 6.050 .000 22. The table shows the relationshipbetween the Independent andIndependent. (continued)HypothesisIndependentVariableDependentVariableR SquareAdjustedR SquareUnstandardizedCoefficientsStd. Coefficientst Sig.B Std. Error BetaH2 SEC Satisfaction .595 .589 .120 .038 .122 3.126 .002H5 Service Satisfaction .595 .589 .243 .033 .346 7.266 .000H8 Price Satisfaction .595 .589 - - - .759 .448H10BrandRoyaltySatisfaction .595 .589 - - --1.312.191H18 Trust Satisfaction .595 .589 .224 .048 .241 4.642 .000H19 Intention to Use Satisfaction .595 .589 .376 .041 .383 9.098 .000 23. The table shows the relationshipbetween the Independent andIndependent. (continued)HypothesisIndependentVariableDependentVariableRSquareAdjustedR SquareUnstandardizedCoefficientsStd. Coefficientst Sig.B Std. Error BetaH3 SEC Trust .475 .470 .136 .048 .128 2.860 .005H6ServiceQualityTrust .475 .470 .390 .034 .514 11.474 .000H11BrandRoyaltyTrust .475 .470 - - - 1.289 .199H16 PU Trust .475 .470 .312 .048 .302 6.490 .000 24. The table shows the relationshipbetween the Independent andIndependent. (continued)HypothesisIndependentVariableDependentVariableRSquareAdjustedR SquareUnstandardizedCoefficientsStd. Coefficientst Sig.B Std. Error BetaH13 PEU PU .198 .193 .334 .056 .345 6.002 .000H15 Functionality PU .198 .193 .180 .060 .173 3.008 .003 25. Suggestion & FutureResearch Encryption Community Social Online Product Knowledge Website Convenience and ease of use Trial ability 26. Q&A

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