Impact of Mobile Banking Services on Customer Satisfaction: A Study in Mymensingh City

This thesis examines the impact of mobile banking services on customer satisfaction, focusing on users in Mymensingh City, Bangladesh. With the rapid growth of digital financial services, mobile banking has become an essential tool for conducting financial transactions conveniently and efficiently. The study investigates key factors influencing customer satisfaction, including service quality, ease of use, security, accessibility, and transaction reliability. Primary data were collected from mobile banking users in Mymensingh City through structured questionnaires. The findings highlight how different aspects of mobile banking services contribute to overall user satisfaction and identify the most influential determinants. The study also provides insights into user behavior and preferences in adopting digital banking platforms. The results are expected to be useful for banking institutions, policymakers, and service providers in improving mobile banking systems and enhancing customer experience in the context of a developing urban economy.