Exploring mobile banking and consumer satisfaction in Khulna city of Bangladesh

At present everything need to be faster and easier. For this purpose people are trying to explore new things that make life easier. In this way, to make the banking faster, mobile banking facilities have been evolved. This study was aimed to evaluate the present status and consumers’ satisfaction of two widely used mobile banking services i.e. Rocket and bKash Mobile Banking (a concern of DBBL and BRAC Bank Limited) in Khulna City. A structured questionnaire was prepared for the survey on "Mobile Banking" in eight Places in Khulna City. At least ten consumers were selected randomly from each place and their opinions were taken whether they were satisfied with banking facilities provided by mobile banking or not. For this, all the respondents were asked thirty two questions with Likert scale of five responses. The study revealed that the trends of mobile banking users are highly increasing with time. Most of the respondents positively agreed that the mobile banking is faster, convenient, reliable and secured but it is costly. The respondents also opined for more infrastructures and regulatory development in mobile banking sector. Finally, all the consumers were satisfied with the mobile banking facilities though it has some limitations.