Mobile Financial Service (Under Review)

Our research project is titled "Exploring the Relationships between Perception, Purpose of Use, Technical Challenges, and Satisfaction towards Mobile Financial Services: A PLS-SEM Analysis." The objective of our study was to investigate the factors that influence customer satisfaction and intention to use mobile financial services (MFS) in Bangladesh. To collect data, we utilized a structured web survey, and we employed Structural Equation Modeling (SEM) to analyze the data and evaluate the measurement model's reliability and validity. Our findings indicate that customers' perceptions and satisfaction have a significant impact on their intention to use MFS. Specifically, customers' perceptions strongly influence their satisfaction with MFS, and the purpose of use is a significant predictor of both perception and satisfaction. Although technical problems and challenges do not significantly impact satisfaction levels, other factors are more critical. Our study suggests that MFS providers should focus on enhancing customers' perceptions and satisfaction with MFS to increase the likelihood of continued usage and customer loyalty.

Contributors: Hasibul Islam, Junaid Rahman, Tipon Tanchangya, Mahmuda Binte Masud, Tasfiqure Amin Apon