Research Proposal on “Measuring Customer’s Perception to Mobile

Money Transfer Services in Bangladesh (Mobile Banking)”

Md. Idris Ali 3/7/19 Research Methodology

Research Title:
Measuring Customer’s Perception to Mobile Money Transfer
Services in Bangladesh (Mobile Banking).

Course Name: Research Methodology

Course Code: AIS 4205

Student Name: Md. Idris Ali

Student ID :14 AIS 060

Semester : 4th Year, 2nd Semester

Department : Accounting & Information Systems,
University of Barishal.

Submitted to: Sujan Chandra Paul

Assistant Professor,
Department of Accounting & Information Systems,
University of Barishal.
 “Measuring Customer’s Perception to Mobile Money Transfer
Services in Bangladesh (Mobile Banking)”

1. Introduction & Problem Statement:

Use of mobile and other electronic devices has continued to increase and the range of services
provided by different service providers has increased too. Mobile money is one of the most
revolutionary which may create an opportunity to transact more efficiently and securely. As part
of our effort to determine the attitude and perception toward mobile financial services we
conducted a survey in 2019. This study was conducted on a minimal scale with very limited
resource and we tried to find out the core subjects as easily as possible. Financial institutions are
now redefining banks and as such mobile banking has come in handy in the market. Bank helps
industrialization by making most of the monetary transactions for it and also provides safety of
money to the people. From the beginning of bank, the banking systems are changing day by day.
In the world of banking, the development of information technology has an enormous effect on
development of more flexible payments methods and more-user friendly banking services. Mobile
Banking is one of the very latest services of banking business. This system has brought some very
important operations of banking in the pockets of people. People can now know their balance,
transaction history, products of the bank, transfer fund through their mobile at anytime from
anywhere. Mobile banking also prevents fraudulent activities of banking. Unmet needs lead to new
inventions and innovations and these create new economic relationship. New mutations and new
fusions take place with apparently dissimilar partners creating a need for other institutional
adoptions. Such a fusion is now occurring between the banking industry and the
telecommunication industry, creating a concept called Mobile Banking. Mobile banking is a part
of new banking dimension.

2. Background:

We live in an Era of communication and ease of accessibility, we all want to do all our works as
easy and less complicated as possible. Same goes for the Banking sector, we want to do our
banking tasks as transferring money from one to another or withdrawing money instantly rather
than standing in a line and waiting. Mobile banking services can solve this problem as we all carry
mobile with us and it’s quite easy and secure to use. Many banks have understood the opportunity
and used it, as result we are using the mobile money transfer services and transferring our money
one to another in distance with ease and speed. Though it’s obvious that the system has flaws as it
is new, by this study we tried to find out what how consumers are interacting with this service and
how the overall service can be improved. So this study will help management interested to improve
their performance in market and to collect information to know more about customer’s perception
towards mobile money transfer services.

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3. Literature Review:

Anaysi and Otubu (2009) have shown the economic effect of mobile banking and found out that it
is offering different services to its customers. It helps to manage money without handling cash.
They have also got the great scope of extending mobile banking business to contribute to the
economic development.

Renima Malhotra (2011) in her Master’s Thesis paper on “Affecting the Adoption of Mobile
Banking in New Zealand” has identified some factors that influence the adoption of mobile
banking such as technology, security, usability, cost etc.

Scornavacca and Hoehle (2006) in their work” Mobile Banking in Germany” have portrayed the
picture of mobile banking offered in Germany especially the services offered by Post bank,
Hamburg’s Savings bank, and the DZ bank. They have got the future of mobile banking in
Germany as good.

Ahmed .S.M. Sohel and et.al (2011) states, in their article published in iiste.org titled “Problems
and prospects of mobile banking in Bangladesh”, that in Bangladesh 21% people use mobile
banking in Air Time top up. This study is similar to that one in many sides of prospecting of M-
Banking.

Ansari(2018) in his work “ Mobile Banking Problems in Bangladesh: An Investigation” state that
Bank managers should raise mobile banking transaction experience among people to reduce the
inexperience gap. Mobile banking is relatively less known term in our country than the developed
world.

Nabi, Sarder and et.al (2017) in their works “Do Mobile Financial Services Promote Ethical
Banking in Bangladesh?” state that MFS has now become a strong factor for building digital
Bangladesh. Since inception, growth of mobile financial services (MFS) is increase and it now
provides services among 41.9 million customers.

Islam and Salma (2016) in their works “Mobile Banking Operations and Banking Facilities to
Rural People in Bangladesh” state that Mobile banking is real time on-line banking, available
anytime, anywhere throughout the country, it is convenient, affordable and secure, it is much more
effective in developing savings habits, it will make access to banking and advanced payment
transactions at affordable cost, it is much safer, speedy and safeguard against fraudulent
transactions. All of the characteristics of mobile banking make life easier.

Islam (2013) in his work “Mobile Banking: An Emerging Issue in Bangladesh” state that Mobile
banking is a variation of branchless banking which is the delivery of financial services outside
conventional bank branches using information and communications technologies and non-bank
retail agents and also available for 365 days. Mbanking has a positive impact on transfers,
payments, deposits and withdrawals in financial transactions. It is cost effective, reliable, speedy

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and simple way of conducting business and reduces the instances of human error that is
characteristic during human interaction in traditional banking.

Ali (2010) in his work state that “Success of Mobile Banking in Bangladesh” Mobile Banking is
new in our economy. Only a few banks are now offering this service. Through Internet Banking,
most of the banks are offering only balance information. Actual fund transfers and fund
disbursement is not possible in all the banks that are offering internet banking services. So this
product will enjoy the benefit of a first mover. It is cheap both for the banks and the customers.
The bank will be able to lower down the overhead costs and make more profit out of it. The
customers will be able to save time as well as money for their transaction needs.

Islam and Hossain (2013) in their works “Consumers’ Attitudes towards Mobile Banking in
Bangladesh” state that M-banking involves conducting account balance and transaction history
inquiries, funds transfers, bill payments, stock trades, portfolio management, as well as insurance
ordering, via a mobile device. An emerging component of Mservices that could become a
significant revenue source to both banks and telecom service providers is M-banking. It provides
value for consumers, above other banking channels, through ubiquitous access, time convenience,
and mobility.

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4. Research Objective:

Specific objective: To measure customer’s perception to mobile money transfer services in

Bangladesh

Broad objectives:
 To measure customer’s perception to service quality of mobile money transfer services.
 To measure customer’s perception to distribution system of mobile money transfer services.
 To measure customer’s perception to cost of mobile money transfer services.
 To give some suggestions for the betterment of this service sector.

5. Research Questions:
My research will address the following research questions:

 What are the opinion of mobile money transfer among the rural area people?
 What are the opinion of mobile money transfer among the urban area people?
 What are the opinion of mobile money transfer among the Students?
 What are the problems the students face to pay tuition fees and other fees through the mobile
bank?
 Is it beneficial for the people to withdrawn and transfer money through the mobile bank?
 Does the mobile bank minimize the time of payment?
 Is it less risky to pay & collect through the mobile bank than the traditional bank?

6. Research Methodology:

 Research Design: I will design the research in descriptive format. The research is
developed in qualitative point of view. I will collect information by conducting a survey. I
will relate my data with the basic information as Gender, Income level with quality
perception, cost perception and distribution perception.

 Population: Users of mobile money transfer service is my population.

 Location of the Survey: My survey area in Barishal city.

 Sampling frame: I will select only the customer who has used any mobile money transfer
service at least once. As I will conduct the survey in Barishal city and my respondents are
likely to be from Barishal city.

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Sample:
 Sample Size: I will have conducted my survey on 50 respondents.
 Sampling technique: I will use convenience sampling technique with random respondents
for sampling. I will access our nearest mobile money transfer service agent’s locations and
conducted our survey on the customers who comes to take the service.
 Sources of Data: I will use both primary and secondary data. Secondary data are collected
from related studies done in present timeline and primary data are collected from the survey.

7. Research Model:
This study will consider survey on 50 respondents. This study considers sampling technique with
random respondents for sampling. This study considers nearest mobile money transfer service
agent’s locations and conducted our survey on the customers who comes to take the service. This
study considers used both primary and secondary data. Secondary data are collected from related
studies done in present timeline and primary data are collected from the survey.

This study selected the customers who has used any mobile money transfer service at least once.
And will conducting the survey in Barishal city our respondents are likely to be from Barishal city.
This study consider design in descriptive format. This research is developed in qualitative point of
view. This study considers collecting information by conducting a survey.

8. Time Frame and Budgetary Consideration:

The study will be completed within the timely manner mentioned below and the cost will be incurred as
follows.

Time Frame:
Month Tasks

April Collection of data

May Compiling of data in a scientific way to reach a conclusion

June Reach a conclusion of the numbers and finding out

recommendations provided by others and also finding out the
solution to the remaining problems and publish the report.

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Budgetary Consideration:

Items Description of Duration Amount

Activities Requested

1 Senior Personnel’s (Name) -- -- --

2 Other Personnel’s (Name) -- -- --

Total Cost for Personnel

3 Equipment -- -- --

4 Travel & Others To get several 2-3 hours 3000

data

5 Materials & Supplies For Data -- 1500

writing

6 Consultant Fee -- -- --

7 Printing To get hardcopy -- 200

8 Internet Bill To get 4 months 1000

Secondary Data

Total Cost 5700 BDT

Grand Total Project Cost 5700 BDT

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9. Justification of Research:

There is no single work in this world which doesn’t have limitations. This paper also has some
limitations. The major limitations of this paper are: samples were not taken equally from all age
groups, all regions of Bangladesh were not covered while collecting the data through
questionnaire, samples were not taken equally from all income groups, some customers were not
helpful in filling up the questionnaire and additional variables also may be added to make the
research a complete one etc.

This study will help the people to know about the money transfer process thorough mobile
banking. This study will help them to know the scenario of the Mobile banking in Bangladesh.
This will help them to be cautious about the threats & risk about mobile money transfer. This
study will also provide information about the mobile money transfer in Bangladesh that will help
them to use the system. This study help people to use more mobile money transfer systems.

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References:

 Ahmed .S.M. Sohel and et.al (2011). Problems and prospects of mobile banking in
Bangladesh. European Journal of Business and Management, Vol.7, No.34, 2015
www.iiste.org (71-79).

 Ali (2010). Success of Mobile Banking in Bangladesh. ICB Islamic Bank Ltd.

 Anayasi, F.I. and Otubu P.A. (2009). Mobile Phone Technology in Banking System: Its
Economic Effect. Research Journal of Information Technology, 1(1), 1-5.

 Ansari(2018). Mobile Banking Problems in Bangladesh: An Investigation. World Journal

of Social Sciences Vol. 8. No. 1. March 2018. Pp. 124 – 141.

 Islam (2013). Mobile Banking: An Emerging Issue in Bangladesh. ASA University

Review, Vol. 7 No. 1, January–June, 2013.

 Islam and Hossain (2013). Consumers’ Attitudes towards Mobile Banking in Bangladesh.

 Islam and Salma (2016). Mobile Banking Operations and Banking Facilities to Rural
People in Bangladesh. International Journal of Finance and Banking Research
2016; 2(4): 147-162 http://www.sciencepublishinggroup.com/j/ijfbr.

 Nabi, Sarder and et.al (2017). Do Mobile Financial Services Promote Ethical Banking in
Bangladesh?

 Renima Malhotra (2011). Affecting the Adoption of Mobile Banking in New Zealand. A
thesis presented in partial fulfillment for the degree of Master in Information Technology
in Information systems.

 Scornavacca and Hoehle (2006). Mobile Banking in Germany. Working Papers on

Information Systems, Sprouts - http://sprouts.aisnet.org/6-28.

 Bangladesh Bank order for mobile banking operations at commercial banks. www.
bangladeshbank.org.

 https://www.thedailystar.net/news-detail-180027

 https://en.wikipedia.org/wiki/Mobile_banking

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  https://www.bkash.com/products-services/send-money

 https://www.dhakatribune.com/business/banks/2018/11/05/mobile-banking-
transactions-fell-by-12-3-in-september

 https://www.thedailystar.net/business/news/bangladesh-mobile-banking-daily-
transactions-taka-994-crore-1633375

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