Professional Documents
Culture Documents
pARUN KUMAR PATEL P
pARUN KUMAR PATEL P
Presented By
A Project work report submitted to the Pokhara University in partial fulfillment of the
requirement for the degree of
At the
Banewor, Kathmandu
September, 2021
DECLARATION
I hereby declare the project work report entitled “A study on Customer Satisfaction
towards Mobile banking services in Chandrapur-2” submitted for BBA is my
original work and the Project work Report has not formed the basic for the award of
any degree, diploma, or other similar titles.
…………………………………..
September, 2021
ii
CERTIFICATE
This is to certify that project Work titled ''A Study On Customers Satisfaction
Towards Mobile Banking Services In Chandrapur -2 ” submitted by Arun kumar
patel , ( Roll No: 18031732) for the partial fulfillment of the requirement of BBA
embodies the bonafide work done by him. We found this research project work has
fulfilled university’s guidelines. Therefore, we accept this report
………………………….................
Tribhuvan University
Central Department of Business Management
………………………………………………..
………………………………………………
September, 2021
iii
ACKNOWLEDGEMENTS
My outmost gratitude goes to the Pokhara University for including this Project Work
in the syllabus of BBA, which is very helpful in developing practical knowledge of
the student. This report reveals the emerging trend and its usage by banks and the
bank customers.
I would like to present my appreciation to the bank customers who were very
cooperative and genuine to the questions. Without their participation my project
would not be completed, who helped me out directly or indirectly in my research. I am
very thankful to the BBA Program Coordinator Amit Pradhan Sir, whose guidance
gave my research an extra effort and support. My profound gratitude goes to
supervisor Mr. Bibek Jha and Central College of Business management and all other
associates for creating a supportive environment.
Thank You
ARUN KUMAR PATE
iv
TABLE OF CONTENTS
DECLARATION ...........................................................................................................i
i CERTIFICATE............................................................................................................
iii
ACKNOWLEDGEMENTS..........................................................................................iv
TABLE OF CONTENTS...............................................................................................v
LIST OF FIGURE........................................................................................................vii
LIST OF TABLE .......................................................................................................
viii
ABBRIVATIONS.........................................................................................................ix
CHAPTER I...................................................................................................................1
INTRODUCTION .........................................................................................................1
1.1 Background of the
study ......................................................................................1 1.2 Statement of
problem ...........................................................................................2 1.3 Aims and
Objective of study................................................................................3 1.4 Need and
Scope....................................................................................................4
1.4.1 Need and Importance of the study.................................................................4
1.5 Literature Review.................................................................................................4
1.6 Significant of The
study .....................................................................................10 1.7 Conceptual
Framework ......................................................................................10 1.8 Research
Methodology:......................................................................................10
1.8.2
Sample: ........................................................................................................11
1.8.3 Data collection.............................................................................................11
1.8.4 Data analysis................................................................................................12
1.9 Limitation of the
study .......................................................................................12 CHAPTER
II :..............................................................................................................12 DATA
ANALYSIS AND PRESENTATION ............................................................12
2.1 Personal Information of respondents..................................................................13
2.2 Perception of Customers satisfaction towards on mobile banking: ...................17
2.3 Customer perception about risk of using mobile banking .................................21
2.4 Challenges faced by NIC Asia Bank:.................................................................22
2.5 Customer satisfaction .........................................................................................25
2.6 Key Findings......................................................................................................28
CHAPTER III ..............................................................................................................30
v
SUMMARY, CONCLUSION AND RECOMENDATION........................................30
3.1 Summary of the findings....................................................................................30
3.2 Conclusion..........................................................................................................32
3.3 Recommendation................................................................................................32
REFERENCES ............................................................................................................34
APPENDIXES .............................................................................................................3
6
vi
LIST OF FIGURE
FIGURE 14: USE THE MOBILE BANKING SERVICE IN FUTURE OR NOT .............................27
FIGURE 15: WHETHER THE MOBILE BANKING SERVICE IS BENEFICIAL OR NOT..............28
vii
LIST OF TABLE
viii
ABBRIVATIONS
∙ PU : Pokhara University
∙ REG : Registration
∙ No. : Number
T.V : Television
∙ Fig : Figure
∙ Tab : Table
∙ % : Percentage
ix
CHAPTER I
INTRODUCTION
Customers have become more demanding nowadays. They want banking facilities to
be easily accessible so that they can do their task when they are available. Thus the
banks are forced to provide them with proper satisfactory answer and if they fail to
provide the minimal facilities they might loose bon their valuable clients there for
some of the banks have introduced the mobile banking service. This might be
beneficial to the customers as it provide sustainable maintenance and availability of
account to them to transfer or withdraw money, in traditional process, the client had to
go to the bank .but now going to the bank is not must with the introduction of mobile
banking service.The introduction of mobile banking within the banking sector of NIC
Asia has diversified. Banks in NIC Asia are offering their clients/customers to access
1
their financial accounts remotely from their mobile devices. According to Jeplering,
Oscar and Burti. "The mobile units use solar power to run a computerized transaction
processing system that is directly Linked to the home branches by global positioning
system (GPS) and satellite". This system open multiple routes to the customer service
( ATM machine, telephone, Internet and mobile phones) According to Aghdaeiand
Faghine[1]. Commercial Banks in NIC Asia has over the over the years introduce a
variety/range of projects within county to get their products and services to the
customers, by doing road shows, installing new Automatic Teller Machine (ATM)
introduce of online banking, mobile banking, e-wallet service and many more.
According to Bharti[2].,"adoption of mobile banking has received more attention in
recent years, because there are more phone users than computer user in the market.
Mobile service and their consumption have lately become a burning issues in among
information systems (IS) and marketing scholars".
The mobile banking service amongst the commercial Banks in NIC Asia provides a
range of different service which includes buying airtime, buying or paying electricity,
sending money ( e-wallet), checking your mini statement , at a fee of just Rs 300 and
this service is highly secured as you need to enter a password to access it, According
to Kahandawa and Vijaynayak[4], in this cashless society, majority of people would
not like spend their valuable time at bank branch for financial transactions.
∙ What is the relationship between customer satisfaction and the factors that
2
technology to present a service to get confidence and satisfaction that customer
aspires through mobile banking service . In developed nations so that Smart phone
penetration is higher and their are already more than 1.08 billion Smartphone users in
the world, statistics showed that the proportion of using Smart phone amounted to
42% of the domestic market, while 61% of Smartphone owners use mobile
application (advisors, 2013). The power of mobile banking show the utilization of
multiple mobile banking channels to understand what mobile tools will be need to
become the premium choice for all banking activities. Jepleting(2013) studies the
effects of mobile banking on customers satisfaction with specific interest on Equity
bank of Malangwa town. This narrowed the study to only customers of Equity bank in
the town. From the above discussion, it is evident that not much research that has
focused on the economic implications of mobile banking as a strategy for customers
satisfaction on commercial Bank. This research therefore aimed at bridging the gap.
To achieve this study sought to establish the effect of mobile banking as a strategy for
customers satisfaction of university ofPokhara students.
∙ To know the management strategies used in the mobile banking. ∙ The aims of
study is to know the satisfaction level of the customer towards the mobile banking
services.
Customer Satisfaction :This is the value or utility drawn by customers from products
offered by financial institutions. The key drivers of customer satisfaction as
relatesmobile banking are 9 mobile convenience, followed by accuracy,diverse
mobile application features, ease of use and content ( Minjoon,2016& Sergio,2016).
Mobile-banking service Quality: This is the excellence and worth of service provided
to customers on mobile banking platforms (Ayo,Oni,Adewoye,2016).
4
Ease of product use: This is the simplicity with which customers conduct transactions
on the mobile banking platforms (Carlos & Tiago,2016).
Technology proficiency: This is the knowledge that the customer has when using
mobile phone technology, as well as, mobile banking platforms (Sylvie &
Xiaoyan,2010).
Consumer Attitudes: These are the outlooks that customers have on mobile banking
platforms offered by financial institutions (Carlos & Tiago,2016). Mobile banking:
This is the use of mobile phones in carrying out financial transactions. Timaru and
Buses(2011) define mobile banking as the provision and availing of banking and
financial services with the use of mobile telecommunication devices.
Banking: Banking is the service of saving, sending and receiving of funds from the
instruction of the bank. Banking provides the liquidity needed for families and
businesses to invest for the future through Bank loans and credit. It also provides a
safe place for deposits ( Kimberly, 2016).
Extant research has focused on monitoring the behavior of people who use mobile
banking (MB) but it has paid little attention to understanding the impact of
information technology usage behavior due to cultural differences. Humans are the
weakest link in information technology adoption; past research has shown that not all
users are predisposed to change their behavior radically and adopt new channels of
banking. This paper examines the demographic patterns of users and non-users of
(MBAbdullah M. Abdullah (2019). The paper also investigates the attitudinal
influences of users and non-users of MB based on innovation attributes. Using
empirical research, the study identifies constructs of innovation attributes that were
perceived to be significantly different among the users and non-users of MB. The
study provides valuable insights into MB in Saudi Arabia that have not been
previously investigated. From a practical point, Al-Khalaf, E., Choe, P. (2020).
Increasing customer trust towards mobile commerce in a multicultural society:
findings of this study will be particularly useful to banks, financial institutions and
telecommunication service providers.
5
The long-term development of mobile banking (m-banking) relies on users’ continued
usage. Motivated by the need to better understand the motivations and barriers of
users’ continuance intention towards m-banking, this study develops a research model
based on the incorporation of the technology acceptance model (TAM): task
technology fit model (TTF) and perceived risk into the expectance-confirmation
model ECM (Yuan, Yong Liu,(2016).
Empirical data from 434 users who had prior experience with m-banking were tested
against the proposed research model by using structural equation modeling (SEM).
The results indicate that satisfaction, perceived usefulness, perceived task-technology
fit, and perceived risk are the main predictors of continuance intention, satisfaction,
Alkhowaiter, W. A. (2020). Digital payment and banking adoption research in Gulf
countries: A systematic literature review in turn, is determined by confirmation,
perceived usefulness, and perceived risk. Perceived usefulness is affected by
confirmation, perceived ease of use, and perceived task-technology fit. However, the
direct effect of perceived ease of use to continuance intention is not significant. The
results also show that gender significantly moderates the effect of perceived risk to
continuance intention. Implications of the findings and future research directions are
discussed.(Yuan, Yong Liu, (2016))
Banks seem to be one of the most business that are really interested in such systems to
provide their customers better services as well as to enhance their effectiveness and
efficiency. However, the successful implementation of Mobile banking largely
depends on the extent of how much customers are fully motivated to adopt it. In fact,
over the Jordanian context, the adoption rate of mobile banking is very low and quite
few studies that have examined the related issues of mobile banking. Parrey, S. H.
(2018). Antecedents of Customer Loyalty in Banking Sector: A Mediational
StudyThus, the purpose of this study is to investigate the factors influencing
behavioral intention and adoption of Mobile banking by customers of Jordanian
banks. The proposed model has assimilated factors from the extended Unified Theory
of Acceptance and Use of Technology (UTAUT2) along with trust. Alalwan, A. A.,
Dwivedi, Y. K., Rana, N. P. (2017). Factors influencing adoption of mobile banking
by Jordanian bank customers
6
Mobile banking is increasingly being used for banking service applications. However,
few empirical studies have been conducted on mobile banking services. Therefore, the
current study focuses on whether or not trust in mobile banking influences the
relationship between customer satisfaction and perceptions of the system quality,
information quality and information presentation of mobile banking (Chung, Soon Jae
Kwon, 2009)
Using the partial least squares approach, the analysis reveals that information quality
and system quality influence customer satisfaction, whereas information presentation
does not have an effect on customer satisfaction. Moreover, the research model
articulates how perceptions of the system quality, information quality and information
presentation of mobile banking moderated by trust influence customer satisfaction
with this type of service.(Chung,soon Kwon,(2019)
This research aimed at applying for SERVQUAL model to examine the relationship
between mobile banking services and customer satisfaction. While the previous
researchers had already examined the effect of qualities services on banking customer
satisfaction, no previous study was done on mobile banking. Thus, the current paper
attempted to fill the gap in the literature by applying SERVQUAL model to study the
quality of the mobile banking services rendered by the banks in Iran F
Faghani(2012).The researcher has used the customer satisfaction as the dependent
variable and the five dimensions of service quality; namely, tangibles, reliability,
responsiveness, assurance and empathy, as the independent variables.Results showed
that the four variables tangible (0.204), reliability (0.342), responsiveness (0.282), and
empathy (0.345) would correlate with satisfaction significantly. However, the
assurance factor would have no relationship with CSR.The ANOVA test showed that
there was a significant correlation between mobile banking services and customer
satisfaction. Marziyeh (2014)
This study provides insights into factors affecting the adoption of mobile banking in
Iran. Encouraging clients to use the cell-phone for banking affairs, and negative trends
in the adoption of this technology makes it imperative to study the factors affecting
the adoption of mobile banking. Accordingly, this study builds a comprehensive
7
theoretical model explaining mobile banking adoption. By incorporating 361 bank
clients in Iran, eight latent variables of perceived usefulness, perceived ease of use,
need for interaction, perceived risk, perceived cost, compatibility with life style,
perceived credibility and trust were examined. It was found that these constructs
successfully explain adoption of mobile banking among Iranian clients. Adaptation
with life style and trust were found to be the most significant antecedents explaining
the adoption of mobile banking. (SF AmiriAghdaie, f Faghani ,2020)
This special issue of the International Journal of Bank Marketing focuses on mobile
banking, which has recently received a dramatic increase in attention among
practitioners and academics alike. As consumers are increasingly moving online and
becoming ever more mobile, digitalization is forcing banks to undergo the most
extensive transformation in their history. Mobile banking refers to an interaction in
which a customer is connected to a bank through a mobile device such as a cellphone,
smartphone, or tablet. Mobile banking thus differs from mobile payments, which
involve the use of a mobile device to pay for small purchases at the point of sale. M.
U., Yao, W., Yang, S., & Li, J. (2018). Icariin: A Potential Compound for the
Recovery of Tibial Dyschondroplasia Affected Chicken Via Up-Regulating BMP-2
Expression. Compared to traditional banking at a branch, or computer-based internet
banking, mobile banking offers benefits such as true freedom from time and place,
and efficiency for banking transactions. Considering the vast development and global
hype around mobile banking, this special issue is highly timely. It contains six
original research papers that deal with mobile banking from different perspectives.
The first paper is a limited in many developing countries, the interest in mobile
banking has grown rapidly. This special issue has two articles focusing on consumer
adoption behavior and attitudes to mobile banking, with a particular focus on
developing economies. The article by Aijaz Shaikh, Richard Glavee-Geo, and
HeikkiKarjaluoto provides insight into the factors affecting consumers’ intention to
adopt mobile banking in Pakistan. This study is particularly interesting as it tests
gender differences in a developing country using a combined model that derives from
the technology acceptance model and the theory of planned behavior. The authors
suggest that instead of the “one size fits for all” strategy, bank marketers should
8
approach men and women with tailored strategies in order to increase mobile banking
adoption rates in developing and emerging economies. The following article, by
Sreejesh S. Pillai and Debjani Sahoo, studies the influence of mobile banking services
cape on customer attitudes and engagement in India. The authors use the concept of
mobile banking services cape to refer to the aesthetics, layout and functionality, and
financial security of a mobile banking app. The results demonstrate that mobile
banking services cape is a strong predictor of customer attitude toward mobile
banking, which then influences customer engagement. Given the fact that mobile
banking penetration differs greatly across countries and regions, an interest toward
cross-national comparison studies and the effect of culture on mobile banking
adoption become apparent. International Journal of Bank Marketing, 2017
The global spread and use of internet and mobile contributed to the development of
digital payments and baking. There is a lack of research which provides
comprehensive synthesis and analysis of factors affecting the use and adoption of
digital banking and payment methods in GCC countries. Alkhowaiter, W. A. (2020).
Digital payment and banking adoption research in Gulf countries: A systematic
literature Review. Thus, the aim of this paper is to provide a comprehensive literature
review and perform weight and meta-analysis. By reviewing 46 studies, it was found
that best predictors for digital payment and banking adoption in GCC countries are
trust, perceived security and perceived usefulness. Based on the extensive literature
review, the conceptual of factors affecting adoption digital banking and payment
methods in Gulf countries model was proposed, which will set agenda for future
research. Practitioners will be able to use the findings from this
9
study to improve adoption and quality of digital banking and payment services. ( AL
Khalaf and choe,2020;Alalwan et al.,2017)
Research Design is the first step of present case study. The research Design of the
present case study is analytical, comparative and graphic study approach. This design
is less descriptive but more prescriptive because the historical secondary data have
been mainly employed for analysis. For the analytical purpose some questions have
been asked to concerned personnel, which is considered as primary data and the
secondary Data includes the annual report published by NIC ASIA Bank etc. Such
10
data and information have been processed through various process like auditors,
tabulations, calculation and results have been interpreted in the form of ratio and
percentage for clear vision.
Purposive: A sampling methods where samples are selected by the Researcher based
on his or her judgment is known as purposive sampling. Those units or individual are
selected as a sample which can fulfill the purpose but it doesn't considered the
convenience of the Researcher.
11
specific data. It helps in compiling the appropriate data, making data comparable for
analysis and minimizing mistakes in phrasing and asking questions.The questionnaire
will be used on five points of lickert scale, ordinal scale and Nominal Scale. The
information is also shown on graphs and table for more clarification. Graphs and table
are also being used to perform the study
Bar diagram- A diagram that presents the data preparing bar is known as bar
diagram. It is one of the easiest and commonly used diagram to present data. It consist
of the data and the value of the data is presented by the length or height of the
rectangle and width does not having any meaning
Table- Arrangement and presentation of data in logical order is known as table .table
create base for the analysis of data. Table can be classified into different group on the
basis of it's construction Data is considered the central pieces in the research onion
framework. For data analysis,. IBM/SPSS tool used as statistical tool in this research.
∙ Area bounded: due to area bounded researches is not be able to collect the data
out of Malangwa city so that the findings of the study may not be generalized
in the organizations operated outside of the Malangwa city.
CHAPTER II :
12
2.1 Personal Information of respondents
Gender:
From the result of the study out of 50 respondents it shows that 4 are female and 46
are male. The results of the gender are presented in the following diagram:
Table 1: No of gender
Male 46 92%
Female 4 8%
GENDER
50 Age group:
45 46
40
35
30
25
20
15
10
5
0 4
From the study of result, out of 50 respondents 25% of them have age group between
0-20 years old, 40% of them have age group between21-25, 20% of them have age
13
group between 26-30 years old and 15% of them have age group between above 30
years old.
below 20 10 20%
21-25 20 40%
26-30 15 30%
above 30 5 10%
TOTAL 50 100.0
AGE GROUP
0-20
1
21-25
26-30
0
3 0 Above 30
20
40%
From this figure 2 we can explain that age group between 0-20, 21-25, 26-30 and
above 30 have 25%, 40%, 20% and 15% respectively. This means majority of
respondents age is between 21-25 i.e. is 40% and minority of the respondent age
group is above 30 i.e. 15%.
Marital status:
14
According to the result of the study of 50 respondents, 7 are married and 43 are
unmarried. The information above mention is described in the following diagram:
Table3: Distribution of respondent on the basis of marital status
Marital status No. of respondent percent
Married 7 14%
Unmarried 43 86%
Marital status
50
45
40
35
30
25
20
15
10
5
0
married unmarried
Level of education:
Among 50 respondents 6% have passed below SLC/SEE, 30% of them have passed
SLC/SEE, 26% of them have higher secondary and 38% have passed bachelor degree.
The above information represents below in the diagram:
15
Education level No. of respondent percent
Below SLC/SEE 3 6%
Bachelor 19 38%
Uneducated 0 0%
Level of education
0% 6%
38% 30%
26%
Occupation:
Among 50 respondents, 72% respondents are Students, 6% are the Business person
and 22% of them are employed.
16
Table 5: Distribution of respondent on the basis of occupation:
occupation No. of respondent percent
Student 36 72%
unemployed 0 0%
Business person 3 6%
Employed 11 22%
50 100%
Figure 5: Occupation
According to the research out of the 50 respondent 30% of the customers are highly
satisfy, 50% of the customers are agreed, 20% of the customer are neutral and .we can
17
find that all of the customers are satisfied with this service. The above information are
showed below in the diagram.
Agree 25 50%
Neutral 10 20%
Disagree 0 0
Strongly disagree 0 0%
10 25
15
18
From the figure 6 we can find out that 40% 0f the customers are strongly agree with
service provided by NIC Asia bank and 6% of them are just Disagree.so we can says
that positive response are higher than negative.
Agree 19 38%
Neutral 3 6%
Disagree 21 42%
Strongly disagree 0 0
19
Strongly Agree Agree Netural Disagree Strongly disagree
0%
20%
30%
50%
From the analysis of result, it is found that 15 of them are strongly agree and 25 of
them agree and 10 0f them are neutral. In the survey of 50 respondents, all of them are
positively agree that the mobile banking service are friendly and responsiveness.
Table 8: Mobile banking service are friendly and responsiveness
Friendly or not No. of respondent percent
Agree 25 50%
Neutral 10 20%
Disagree 0 0
Strongly disagree 0 0
20
Mobile banking is friendly and responsiveness
30
25
20
15
10
5
0
Strongly Agree Agree Netural Disagree Strongly disagree
Series1 15 25 10 0 0 Figure 8: Mobile banking service are friendly and
responsiveness
From the analysis of result, it is found that 44% of respondent agree, 40% of
respondent are neutral, 14% of them are disagree and 2% of them strongly disagree.
So we can find that the maximum number of customer are agreed that using of mobile
banking is risky.
Strongly agree 0 0
Agree 22 44%
Neutral 20 40%
Disagree 7 14%%
Strongly disagree 1 2%
21
risk of using mobile banking
40%
14% 2%
0
44%
Agree 20 40%
Neutral 5 10%
Disagree 0 0%
Strongly disagree 0 0%
22
Response on engaged in CR activities 30
25
20
15
10
0
strongly agree agree neutral disagree strongly disagree
Among the 50 respondents, it was founded that 14% of them are strongly agree, 16%
of them are agree, 16% of them are neutral, 40% of them are disagree and 14% of
them strongly disagree. Analysis of the survey we can find that maximum respondent
give negative feedback about the Unethical hacking.
Agree 8 16%
Neutral 8 16%
Disagree 20 40%
23
Response on Unethical hacking
Facebook 29 58%
Instagram 10 20%
Others 11 22%
24
Getting information about mobile
banking
22
58
20
Distribution of respondents on the basis of their satisfaction whether they are satisfied
or not satisfied
From the result of the study, out of 50 respondents, 84% of the respondents are
satisfied, 6% of the respondents are not satisfied with the facilities of mobile banking
of NIC Asia and 10% of them neutral.
Yes 42 84%
No 3 6%
Maybe 5 10%
25
0% 24% 76%
yes No Maybe
Distribution of respondents on the basis of whether they would like to use the
mobile banking in future or not:
From the result of the study , among the 50 respondents, 76% of the respondents are
use this service in future and 24% of the respondents are not sure about that, they are
using this service in the service. This information are shown below in the diagram.
Yes 38 76%
No 0 0
Maybe 12 24
26
80%
70%
60%
50%
40%
30%
20%
10%
0%
yes No Maybe
From the result of the study, among the 50 respondents, 80% of the respondents are
agreed that the mobile banking service is beneficial, 18% of the respondents are not
sure that, the service of mobile banking is beneficial or not and 2% of the respondent
are not satisfied that the mobile banking service is beneficial.
Yes 40 80%
No 1 2%
Maybe 9 18%
27
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
yes No maybe
∙ Among the total respondents, 92% are male and only 8% of them are female. ∙
25% of respondents are of age group between 0-20, 40% of respondents are of
age a
∙ Among the total respondents 72% are students, 60% are business person and
22% 0f them are employed.
∙ When asked about whether they are satisfied or not with the offer and discount
offered by NIC Asia bank while using mobile banking, 40% respondents are
highly satisfied and 6% of them are not satisfied.
∙ From the result, it is found that 44% of respondents fell that mobile banking is
so risky and 20% of respondents feel that it is completely safe to use mobile
banking.
28
∙ Among the total respondents 45 of the respondents are agreed that NIC Asia
bank are engaged in corporate social work.
∙ 84% of the respondents are satisfied with service using mobile banking and so
on.
∙ Among the total respondents 76% of the respondents will be used the mobile
banking service in future and so on.
∙ 80% of the respondents are agreed that mobile banking service is beneficial
and only 2% of them are not agreed.
29
CHAPTER III
30
The area of my research is Malangwa city. The area is selected in order to find out the
satisfaction of mobile banking service. From the population we selected total of 50
respondents as sample. The respondents has been interviewed and done purposive
sampling. The respondents were interviewed using different questionnaires. The
descriptive research design is chosen for this study. The survey data is inputted into
excel and analyzed as per needed and necessary coding, recoding, adding and
calculation are done and analytical method were based on bar- diagram and pie-chart.
From the 50 respondent 92% of the male are well educated under the age between
21-25 years old. 38% of the respondents have bachelor degree. When asked about
whether they are satisfied or not with the discount and offered by NIC ASIA BANK
while using mobile banking 40% of respondent that they are highly satisfied and 6%
are not satisfied. 15% of respondents are strongly agree that mobile banking is
friendly and responsiveness. 44% of respondent are fell that mobile banking is risky
and 20% of respondent that is completely safe to use mobile banking. 80% of
respondents are agree that mobile banking service is beneficial. 84% of respondents
are satisfied with the service of mobile banking.45% of respondents are agreed that
NIC ASIA BANK are engaged in corporate social work. The impact of 22%
customers told that it is over charged where as 66% think that it has good
reputation.72% of the respondent will be suggest to other to use the mobile banking
service of NIC Asia bank.
31
3.2 Conclusion
From the research, we came to know that most of the respondents are male who use
mobile banking service. Their main purpose is to get satisfaction and save time. We
also came to know about present situation of mobile banking services customer
influence in mobile banking is risky as well as the unethical hacking strategies.
People are more attracted to use mobile banking service because they find
comfortable and friendlier to get direct transaction. this study has showed that most of
the customers are satisfied with their services. There are many online transaction that
are helps to save the time and money also. Customers told that mobile banking has
become better than past and it make their life easy. It also save money by providing
discount and also give happiness to providing some offer. Mobile banking service
helps to buying tickets of plane, bus and so on. Customers are highly satisfied with
the service of using mobile banking. Only they think that organization have should
play some important role to make it more better and future use.
3.3 Recommendation
This research is limited to only Malangwa city. According to my view, if the research
can capture large area just beside this place then the data, findings and conclusions
could have been drawn more accurately. It does not represent all the parts of the
country. Similarly, the respondents could have been more than 50 in order to
represent the views of many people, which would provide the proper finding and
output. The submission of project report is less to prepare due to the recent Covid-19
pandemic situation and I also unable to collect the appropriate data.
Although the data generated from research highlighted the following recommendation
to those who wish to conduct research on the Customer satisfaction towards mobile
banking service:
• Scope: If the research can capture large area, the finding can be generalized
32
• Sample size: If numbers of sample can be increased, more reliable will be
the Findings.
• Access: Due to pandemic the research has been conducted through online,
larger number of people it will increase fragrance to the result. • Time bound:
Research is conducted within short time frame, hence trend analysis could add
33
REFERENCES
Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption
of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust.
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https://doi.org/10.1016/J.IJINFOMGT.2017.01.002
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Patil, P., & Dwivedi, Y. K. (2019).
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https://doi.org/10.1177/0256090918774697
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APPENDIXES
Survey Questionnaire
Hello sir/madam
My name is Nitesh kumar Raut. I am undergraduate student at Central college of
business management affiliated to Pokhara university. At the present time, I am
doing research project work under the title "customer satisfaction toward using
mobile banking services in NIC Asia bank ". In order to meet this objective
5pondents have been selected and you are one of them.your participation is
completely voluntary. This information is being collected for academic purpose
only and details related to your privacy will be kept confidential. The interview will
take approximately 5 to 10 minutes, but with your cooperation it can be done
quicker.
Religion of respondent
Education of respondent
Gender of respondent
Contact Number
36
S.N Questions Answers
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07 Do you think customer are satisfied o Strongly agree
with the discount and offer provided o Agree
by bank while using mobile o Neutral
banking? o Disagree
o Strongly disagree
38
11 Do you agree NIC Asia bank o Strongly agree
are engaged in corporate o Agree
social work? o Neutral
o Disagree
o Strongly disagree
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Thank you
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