Utilization of Mobile Banking by Customers

Synopsis of Proposal

UTILIZATION OF MOBILE BANKING BY CUSTOMERS

(An Evidence from Nepal Merchant Bank (NMB)).

Mobile Banking (M- banking) refers to an electronic banking innovation business using mobile network and mobile communication technology to realize connection of mobile phones and other mobile devices banking system as well as getting a variety of financial services through the mobile interface or Short Message Services (SMS) (Huili, SHANZHI, & YINGHUI, 2013) Through the mobile banking, customers can perform the many activities from any places just like; balance transfer to the others, balance Inquiry, request for other banking services, download the statement, payment of utility and transactions of share etc.  With the motive of reducing the operational cost, banks have adopted the internet banking such as Internet banking, ATM service, Mobile Banking. As the mobile banking is providing by many banks, level of competition is increasing among competitiors.so that the banks have been facing the problem of increasing competition.

According to Huili, SHANZHI &YINGHUI (2013), in this information age, consumers are always in the virtual environment and adoption of m- banking may create the problem of unsafe funds safeguard, system deficiencies

The general objective of the study is to examine the utilization of mobile banking by customer of NMB Bank and specific objectives are to identify the services offer by NMB Bank through M-banking, to examine the factors that motivates users to use M-Banking services and to examine the benefits of using mobile banking services for the customers. What are the service offers by NMB bank and what factors do motivate users to use M-banking Services and what are the benefits of using mobile banking services for the customers.

The conclusion made from this research work is expected to contribute NMB Bank for analyze the services that bank needs to improve and to know the customers feeling about M-banking services. Data for the analysis will be gathering only from Kathmandu, Bhaktapur, and Lalitpur District (Kathmandu Valley) although customers of NMB banks are all around Nepal. Research data will be collected through only questionnaire method.

This research will be based on the theory of innovation diffusion and Technology acceptance model .Distance of branches, safety, m-banking awareness, economic influence and riskiness are the independent variables which is related to the model of innovational diffusion’s constructs, will be use in this research. Utilization is dependent variable and techno education is moderating variable.

The study will be descriptive cross sectional and quantitative in nature. Data will be collected from Account holder of NMB bank. Convenience sampling will be use. Structured questionnaires and direct interviews and will be distributed to collect data from respondents. . The data collected will be arranged, coded and entered into SPSS software for further analysis. Descriptive statistical tools such as percentage, frequencies etc. will be used to analyze the data.

The findings will help the banks to pursue on different factors that effect on utilization of mobile banking. It will help the banks to devise plans and procedures to enhance and encourage user to use m-banking. It also helps bank to increase the services offer through m-banking services after research result and improve the services in which customers complain most.