A comparative study on mobile banking services in Bangladesh

”Customers perception and satisfaction in Bangladesh”

1. Gender:
▢ A) Male
▢ B) Female

2. Age:
▢ A) Below 18 years
▢ B) 18-25 years
▢ C) 26-35 years
▢ D) 36-45 years
▢ E) 46-55 years
▢ F) 56 years and above

3. Education Level:
▢ A) Primary school
▢ B) Secondary school
▢ C) Higher secondary (college)
▢ D) Bachelor's degree
▢ E) Master's degree or above

4. Occupation :
▢ A) Employed (full-time)
▢ B) Employed (part-time)
▢ C) Business
▢ D) Student
▢ E) Unemployed
▢ F) Day labourer

5. How often do you utilize mobile banking services?

▢ A) Multiple times daily
▢ B) Once or twice a week
▢C) Once or twice a month
▢D) Occasionally, but not regularly

6. Which mobile banking platform do you currently use?

A) Bkash ▢

B) Nagad ▢

C) Rocket ▢

D) U-Pay ▢

E) Sure Cash ▢
7. How satisfied are you with the user interface and ease 15. How satisfied are you with the security features of the
of navigation of your current mobile banking platform? mobile banking app?
▢ A) Very dissatisfied ▢ A) Very dissatisfied
▢ B) Dissatisfied ▢ B) Dissatisfied
▢ C) Neutral ▢ C) Neutral
▢ D) Satisfied ▢ D) Satisfied
▢ E) Very satisfied ▢ E) Very satisfied

8. What is your opinion on the security measures 16. How would you rate the range of banking services
implemented by your mobile banking platform to protect available on the mobile app?
your financial information? ▢ A) Excellent
▢ A) Highly Secured ▢ B) Good
▢ B) Secured ▢ C) Fair
▢ C) Average ▢ D) Poor
▢ D) Insecure
▢ E) Highly Insecure 17. How would you rate the responsiveness and speed of
transactions through the mobile banking app?
9. How would you rate the reliability and consistency of ▢ A) Very fast
the mobile banking services provided by your chosen ▢ B) Fast
platform? ▢ C) Average
▢ A) Excellent ▢ D) Slow
▢ B) Good ▢ E) Very slow
▢ C) Fair
▢ D) Poor 18. How satisfied are you with the overall quality of
customer service provided by your mobile banking
10. To what extent do you find the mobile banking platform?
platform's transaction fees reasonable and transparent? ▢ A) Very dissatisfied
▢ A) Very reasonable and transparent ▢ B) Dissatisfied
▢ B) Reasonable and transparent ▢ C) Neutral
▢ C) Neutral ▢ D) Satisfied
▢ D) Unreasonable and opaque ▢ E) Very satisfied
▢ E) Very unreasonable and opaque
19. In your opinion, how transparent and clear are the
11. How responsive and helpful do you find the customer communications from customer service representatives
support provided by your mobile banking platform in regarding mobile banking policies, procedures, and
resolving issues or answering queries? updates?
▢ A) Extremely responsive and helpful ▢ A) Very transparent and clear
▢ B) Responsive and helpful ▢ B) Transparent and clear
▢ C) Neutral ▢ C) Neutral
▢ D) Unresponsive and unhelpful ▢ D) Unclear
▢ E) Extremely unresponsive and unhelpful ▢ E) Very unclear

12. In your opinion, how user-friendly and intuitive is the 20. Overall, how would you rate your experience with
mobile banking app or website of your chosen platform? customer service provided by your mobile banking
▢ A) Very user-friendly and intuitive platform?
▢ B) User-friendly and intuitive ▢ A) Excellent
▢ C) Neutral ▢ B) Good
▢ D) Not very user-friendly and intuitive ▢ C) Fair
▢ E) Not at all user-friendly and intuitive ▢ D) Poor

13. How important is the availability of additional services 21. How satisfied are you with the range of services and
such as bill payments, fund transfers, and mobile top-ups features offered by your mobile banking platform?
in your decision to use a mobile banking platform? ▢ A) Very dissatisfied
▢ A) Extremely important ▢ B) Dissatisfied
▢ B) Important ▢ C) Neutral
▢ C) Neutral ▢ D) Satisfied
▢ D) Not important ▢ E) Very satisfied
▢ E) Not at all important
22. What are the primary challenges you face when
14. How satisfied are you with the ease of use of the mobile conducting transactions through your mobile banking
banking application? platform?
▢ A) Excellent ▢ A) Limited network coverage
▢ B) Good ▢ B) Technical glitches or errors
▢ C) Fair ▢ C) Complex user interface
▢ D) Poor ▢ D) Long transaction processing times
▢ E) Security concerns
23. How often do you encounter difficulties in 30. What strategies could mobile banking platforms adopt
understanding or navigating the features and to improve accessibility and availability, particularly in
functionalities of your mobile banking platform? rural or remote areas of Bangladesh?
▢ A) Very often ▢ A) Establishment of more agent banking outlets
▢ B) Often ▢ B) Investment in network infrastructure expansion
▢ C) Occasionally ▢ C) Introduction of offline transaction capabilities
▢ D) Rarely ▢ D) Mobile banking awareness campaigns in rural
▢ E) Never communities
▢ E) Partnerships with local businesses and NGOs
24. To what extent do you find the language barrier to be
a challenge when using mobile banking services? 31. How can mobile banking platforms enhance the
▢ A) Extremely challenging customer service experience to better address user
▢ B) Challenging inquiries and concerns?
▢ C) Neutral ▢ A) Implementing multilingual support
▢ D) Not challenging ▢ B) Extending customer service hours
▢ E) Not at all challenging ▢ C) Improving response times for queries
▢ D) Offering personalized assistance and guidance
25. How would you rate the reliability of mobile banking ▢ E) Providing user-friendly self-service options
transactions during peak usage hours or busy periods?
▢ A) Very unreliable 32. What strategies could mobile banking platforms
▢ B) Unreliable employ to simplify the registration and onboarding
▢ C) Neutral process for new users?
▢ D) Reliable ▢ A) Streamlined account creation procedures
▢ E) Very reliable ▢ B) Clear and concise instructions for account setup
▢ C) Reduced documentation requirements
26. How satisfied are you with the accessibility and ▢ D) Integration with national ID databases for verification
availability of mobile banking services in rural or remote ▢ E) Mobile-based biometric authentication options
areas of Bangladesh?
▢ A) Very dissatisfied 33. What role do you think regulatory authorities should
▢ B) Dissatisfied play in fostering a conducive environment for mobile
▢ C) Neutral banking innovation and expansion in Bangladesh?
▢ D) Satisfied ▢ A) Implementing supportive regulatory frameworks
▢ E) Very satisfied ▢ B) Facilitating collaboration between banks and fintech
companies
27. How often do you experience delays or errors in ▢ C) Promoting financial literacy and consumer protection
receiving notifications or alerts regarding your mobile measures
banking transactions? ▢ D) Monitoring and addressing market competition issues
▢ A) Very often ▢ E) Encouraging investment in technological infrastructure
▢ B) Often
▢ C) Occasionally 34. How can mobile banking platforms improve
▢ D) Rarely transparency in their fee structures and pricing policies
▢ E) Never to build trust and loyalty among users?
▢ A) Clearly outlining transaction fees and charges
28. What specific features or services do you believe are ▢ B) Providing real-time notifications of transaction costs
lacking in your current mobile banking platform that ▢ C) Offering fee waivers or discounts for certain
could enhance customer satisfaction? transactions
▢ A) Faster transaction processing ▢ D) Ensuring consistency in fee application across different
▢ B) Expanded range of services services
▢ C) Improved user interface ▢ E) Soliciting user feedback on pricing fairness and
▢ D) Enhanced security measures adjusting accordingly
▢ E) Better customer support

29. In your opinion, what measures could mobile banking

platforms implement to address security concerns and
instil greater confidence among users?
▢ A) Two-factor authentication
▢ B) Regular security audits and updates
▢ C) Comprehensive fraud detection mechanisms
▢ D) User education on security best practices
▢ E) Secure encryption of data transmissions