OPPORTUNITIES AND CHALLENGES OF MOBILE BANKING SERVICE IN THE CASE OF DASHEN BANK S.C

Abstract

The purpose of this study is to assess the practice of mobile and internet banking services, opportunity and challenges in the case of Dashen bank. A quantitative and qualitative mixed research approach was used to explore the practice in depth. Primary data was collected using questionnaire and document review was used for collecting secondary data from the literatures. The data collection instrument was developed from a synthesis of literatures that are relevant to meet objective of this study. The survey questionnaire was administered to purposively and conveniently selected Dashen bank employees and active mobile banking users of Dashen bank. The Data was analyzed through descriptive statics (percentage, frequency, mean and standard deviation) using SPSS version 20 software data analysis tool. The research findings revealed that Dashen banks mobile banking offers services like Fund transfer, balance inquiry, bill payment, mini statement, checking account history, merchant payment, account information, alerts on account activity, check book request, status and payment, deposit and withdrawal by using short messaging and client based channels. From this services the majorities of customers use services like deposit, withdrawal, money transfer and checking account information. are the main benefits the bank realized and time saving, 24 hr access and physical security are the main benefits on the customers side. The main challenges that Dashen bank face when using the technology according to the finding are Network availability, security challenge, customer’s literacy and language problem, menu navigation, understanding and hardness of making payment are challenges on the customers side. The existing opportunities for the service of mobile banking are high penetration of mobile phone, widening network coverage, Commitment of the government to strengthen the banking industry, the level of technology, country development, etc. Furthermore, it is recommended for DB to intensify its marketing communication activities and introduce more services.