It hereby declares that this thesis has been completed by me under the supervision of Tapushe Rabaya Toma, Assistant Professor, Department of Software Engineering (SWE), Daffodil International University. I considered the documentation for my thesis to be one of the exceptional works of art that I have always aimed to create. My thesis is a review-based thesis documentation that is actually based on the Management Information System.
I really hope for the best for my long, laborious thesis documentation, because I really want to take my higher education from abroad. I also plan to improve it and publish my paper work as my research paper on it in a wide area to include and expand it later with many more very creative approaches for my upcoming masters degree. Perceived usefulness, confirmation, satisfaction, continuance intention and perceived risk are the five elements considered in this research.
If someone wants to do work with Fintech, they will get the idea about it. And also If someone wants to do research on user satisfaction, then this research paper will give them a knowledge of the most important influencing factors.
Background
- Popular Fintech Service
- Age Range and growth of Fintech users in Bangladesh
- Theoretical foundation
- Top 5 Most Popular Mobile Banking Services in Bangladesh
Investment in information and communication technology is somewhat necessary for the digital revolution of mobile banking. China is considered a global leader when it comes to diversified transaction volume in the mobile payment user base. We can see a significant change in the share of mobile payments in China in the chart above.
In Bangladesh, there are many people who use mobile banking casually and our young generations are using these services more often. The users of the following study are local customers or users, students in schools, colleges, universities and university teachers, and it focuses on the general knowledge and acceptance of fintech services in the Bangladeshi environment. Our financial transactions in modern times already include services like bKash, Rocket, Nagad and Upay.
Account holders of mobile banking services can easily access their accounts with their mobile phone, whether they have internet access or not, and do not have to wait in a long line at the bank. Despite the fact that Rocket, another well-known mobile banking system, was launched before this service, bKash has achieved the highest adoption rate in Bangladesh.
Research Problem and Research Questions
Problem Statement
Bangladesh Bank has granted permission to UCB to operate and offer Mobile Financial Services (MFS). Financial inclusion, or the idea that banking services should be accessible to everyone, is something that UCB strongly believes in. This study also reveals the perceived risk associated with the use of mobile banking services.
Research Questions
Research Objectives
Significant of the study
From the research findings, we will be able to know the negative effect of perceived risk on continuance intention. According to the paper ASSESSMENT OF THE IMPACT OF FACTORS INFLUENCING USERS' CONTINUATION INTENTION TO USE NEAR FIELD COMMUNICATION (NFC), [December 6, 2020]-. According to the paper ASSESSMENT OF THE IMPACT OF FACTORS AFFECTING USERS' CONTINUATION INTENTION TO USE NEAR FIELD COMMUNICATION (NFC)-.
According to this paper ASSESSMENT OF THE IMPACT OF FACTORS AFFECTING USERS' CONTINUATION INTENTION TO USE NEAR FIELD COMMUNICATION (NFC). Perceived usefulness is one of the fundamental factors for user satisfaction using Financial Technology (FinTech) services. Perceived satisfaction and usefulness are the fundamental factors influencing continuance intention and are agreed upon by the ECM (Expectation Confirmation Model).
Finding gaps in the literature enabled the development of the problem or research questions, which was the first step in the research process. In chapter 3, the development of the survey questionnaire was best considered during the measurement phase. To begin with, preliminary data analysis was used to purify the data and gain a broad perspective of the respondents.
Perceived usefulness, satisfaction, and continuance intention questionnaires were adapted from research by Talwar, S., Dhir, A., Khalil, A., Mohan, G., & Islam, A. This result found that endorsement and perceived usefulness will increase the user's use and will affect the re-use of the services that the user intends to continue. This study sought to demonstrate the positive relationship between perceived usefulness, disconfirmation, and continuance intention with satisfaction, and also to determine whether the negative association of perceived risk with continuance intention will affect people's trust.
At the end of the day, if one wants to use Financial Technology, it will be influenced by following this research theory. The discovery of the main characteristics that influence customer satisfaction when using financial technology in Bangladesh, in my opinion, was the greatest contribution of this study. Future research may offer other solutions to the drawbacks of financial technology if it considers the wide range of variables suggested in the study's limitations descriptions.
Expectation Disconfirmation Theory (EDT) or ECM Conceptual Framework
Perceived usefulness
34;The degree to which a person believes that using a given technology will boost his or her job performance" is defined as perceived usefulness (Davis, 1989). In studies on the adoption of mobile phone-based banking services, perceived usefulness is ' a frequent use variable (Shaikh and Karjaluoto, 2014), and it plays a significant role in the use of mobile-based payments (Dahlberg et al., 2015). In addition, it has been suggested that users build opinions about a new IS's usefulness in the early stages after adoption (Guo et al., 2018).
In their study (Weng, Zailani, Iranmanesh, & Hyun, 2017) found a direct relationship between perceived usefulness and user satisfaction, as well as between perceived usefulness and intention to continue using the service.
Confirmation
Confirmation refers to prior and subsequent customer expectations and performance results with financial technology. According to Bhattacherjee (2001), cognitive dissonance and dissatisfaction arise when preconceived perceptions and post-use experiences do not match.
Satisfaction
Continuance intention
When perceived performance is equal to or better than expected performance, there are higher levels of customer satisfaction and loyalty (Patterson, Johnson, & Spreng, 1997).
Perceived risk
Hypothesis development and research model
- Consequence of perceived usefulness to satisfaction
- Consequence of Confirmation to satisfaction
- Consequence of satisfaction to continuance intention
- Consequence of perceived risk to continuance intention
The idea of continuous intention is supported by the crucial link between confirmation and user enjoyment (Veeramootoo, Nunkoo, & Dwivedi, 2018). Confirmation indicates the expected expectation of mobile banking, which confirms the performance of mobile banking. Since there are many users of online mobile banking, there must be high customer expectations.
We already know that-Satisfaction refers to one's feelings and happiness about mobile banking services. If customers are satisfied, customers will intend to re-use the online mobile banking services in Bangladesh. We can assume that more satisfaction is always better to capture the customers for a long time.
If customers discover any risk while using the online mobile banking service, then there is an opportunity to reduce the use of financial services. The customer is afraid of incomplete, insecure transactions which are carried out by the online service.
List of all Hypothesis
Proposed Model
Quantitative research
Different Types of Quantitative Research
Causal Comparative Research- It can be described as a group of research methods used to investigate potential causes of observed variations.
Research Process
A pilot study was conducted as the last step of this phase to determine the validity and reliability of the survey questionnaire. The survey questionnaire was reviewed and refined before it was used to collect information from the sample. Analysis of the results was the final step, and Chapter 5 contains a full discussion of their implications.
The researcher must consult several additional theories and literature to provide a detailed explanation and discussion of the findings.
The Survey Method
Survey Questionnaire Development
Questionnaire
Sample size
Data collection Procedure
After the respondents finished, the representative then collected the completed surveys (Hair, Bush and Ortinau 2003; Zikmund 2003). Since questionnaires were hand-delivered by the representative working for the same company as the respondents, this method ensures that a person is available to respond to inquiries. Through interaction between the representatives and respondents, this technique also helped to select the respondents' interest in completing the questionnaire (Hair, Bush and Ortinau 2003).
Demographic Information
Respondents can also take their time to review their answers and ask for additional information if necessary (Aaker and Day 1990; Emory and Cooper 1991). As fintech users are high in Bangladesh, so the survey was conducted among different types of people.
Data analysis technique
Structural Model
We can also note that H2, Perceived Risk (PR) has an impact on continuance intention (CI).
Discussion
Implication
Research Limitation and future directions
Conclusion
Investigating the role of initial trust in user adoption of mobile payment services: an empirical study. The Effects of Perceived Security and Knowledge on Continuous Intention to Use Mobile Fintech Payment Services: An Empirical Study in Vietnam. MFS use intention during COVID-19 and beyond: an integration of the health belief and expectancy confirmation model.
An empirical investigation into initial trust in mobile payments. https://www.americanbanker.com/news/why-chinas-mobile-payments-revolution-matters-for-us-bankers). https://www.fortunebusinessinsights.com/industry-reports/mobile-payment-market-10. https://mybangla24.com/mobile-banking-bangladesh).
