Analysis of the Richness of Functions of Mobile Banking Services and Users’ Satisfaction

Abstract

The purpose of writing this article is to use appropriate data analysis tool to do research on 2 important factors about the mobile banking services, which are the richness of functions and the users’ satisfactions. To study that, we first looked up several related academic papers and most of them are from the China National Knowledge Infrastructure, which means our reference sources are basically all domestic analysis, and that is also the analysis range of this paper. For the purpose of understanding the users’ thoughts specifically, we designed a comprehensive questionnaire that includes the following 5 aspects: the security of the applications, the richness of functions, ease of use, users’ satisfaction and basic information. Among them, the basic information is designed to classify use groups, so that we can learn the preference of each user group and do further analysis about in which way the application can fit the needs of as many people as it can. After the data collecting process, we proceed the data analysis. In the analysis, we intend to find out the level of the connection among several characteristics of the users, like age, gender and so on. As a result, we calculated their correlation coefficients to proceed the correlation analysis. Then, based on the result we got, we developed a hypothesis about the relation between mobile banking services’ users’ satisfaction and richness of functions, which will be specifically stated in the article. Bottom line, because the digitization is becoming a developing trend of the banking services, more and more people will start using mobile banking services in the future. However, if the development of the related banking application could not satisfy the needs of their users, the digitization and mobile informatization would never receive the ideal outcomes that the banks and the users want and need. This article did research on this aspect and try to figure out which factor influences the satisfaction of the users of the mobile banking services, and the conclusion of it can be used as reference for the developers of the mobile banking applications.