Impact of mobile banking service

quality on customer satisfication

Project work

Submitted to:
Kushum Kshetri
HOD, BBA
Submitted by:
Raj kumar joshi
Roll no. 170419

Table of contents
Abstract……………………………………………..1
Introduction……….………….…………………..2
Statement of problem…...………………….3
Objectives………………….………………………4
Literature review……………………………….5
Methodology………................................6
Significance……………………………………….7
Time schedule…………………………….…….8
Reference..………………..……………….……9
 Abstract
To help the banks and policy makers have a better
understanding of the mobile banking dimensions and their
contributions towards customer satisfaction of Nepalese
commercial bank.
Banks are one of the most important institutions for the
development of the financial sector, economy, and the
country as a whole.

Introduction
Mobile banking is a service provided by a bank or other
financial institution that allows its customers to conduct
financial transactions remotely using a mobile device such
as a smartphone or tablet.

2
 Statement of problem
In mobile banking the cost of obtaining and retaining a
customer is usually higher than through traditional
channels .The customers loyalty is relatively lower, as a
customers are more interested in convenience and
easy of use when using internet banking.

3
 Object
Mobile banking is the cheapest delivery channel for banking
products as by using internet as a channel of delivering
services banks can reduce the number of branches as well as
their staff.
Recent evidence suggests that an Internet-based
consumer banking strategy may be effective, with reports of
more profitable, loyal and committed consumers compared
with traditional banking consumers .To examine the
relationship between internet security and system availability
on customer satisfaction in Nepalese commercial bank .To
assess the effect of website design and reliability on customer
satisfaction in Nepalese commercial bank.

4
 Literature Review
With the rapid and extensive increase in technology,
innovation and telecommunications, new distribution
channels in the financial sector are coming up rapidly, in
numbers as well as in form, from ATMs, telephone
banking, with Internet Banking being one of the latest in
the chain of technological wonders. According to
Accenture (2005), Internet Banking was thought to signal
a revolution in banking distribution. Banks invested
heavily in the development of the Internet channel
observed that Internet Banking has experienced explosive
growth in many countries and has transformed traditional
banking practice inevitability.
Internet Banking will continue to revolutionize the current
traditional banking industry and offer more opportunity to
meet better consumer services through enhanced
interaction, data mining and customization in the Internet
Banking services concludes. Customers has more
expectations than then they actual [Link] of
the two banks are dissatisfied with the promptness of
reception of responses to customer .There is a significant
difference in the perception of respondents across education
and banking portal used. 5
 Methodology
 The study revealed that efficiency, privacy and website design
are the major integral determinants of internet banking
services quality. The empirical results show that there is a
direct relationship between internet banking service quality
dimensions and customer satisfaction in the banking industry.
An understanding of the factors, revealed in the study, allows
bank managers and policy makers to undeviating efforts and
resources most effectively and efficiently to increase the bank
business in the long run and encourage new customers to
adopt internet banking and to retain the existing ones.
Research method is a way to systematically solve the
research problem. It helps to guide the research study
providing differ rent issues and aspects .It also focuses on how
to collect required data. It refers to the various sequential
steps that are to be adopted by researcher during the course
of studying the problem with certain objective.
6
 Significance
This study acts as the basis for further investigation in the area
of customer [Link] corporate as well as
technological world plays vital role in the development of
economy as well as the satisfaction of the customers.
This study revealed that the Six service quality
dimensions namely reliability, efficiency, responsiveness,
fulfilment, security/privacy and website design have a
meaningful relationship with customer satisfaction in Internet
Banking and were the proposed indicators to measure
customer satisfaction with service quality customer.
Time schedule
 Reference
Guangying Hua, (April 2009), “Internet Banking and
Commerce”, Journal of internet banking, vol. 14,
no.1([Link]
04/Online%20Banking_GHua.pdf). Asli Yuksel Mermod, (April
2011), “Internet Banking and Commerce”, Journal of internet.
Banking,no.1([Link]
-08/1104-Publ_PDFVersion.pdf). Chun Wang and Zheng Wang,
(2006:07), “The Impact of Internet on Service Quality in the
Banking Sector” Mols NP (1999) The Internet and the banks’
strategic distribution channel decisions. International Journal
of Bank Marketing .Gao P, Owolabi O (2008) Consumer
adoption of internet banking in Nigeria. The University of
[Link] MF, Gilly MC (2003) e Tail Q:
Dimensional zing, measuring and predicting e Tail Quality.
Journal of [Link] P, Zhao Y (2005) Relationship
between online Service Quality and Customer Satisfaction,
Lule University of Technology [Link]. Program me in Electronic
Commerce.