FACTORS INFLUENCING THE USE OF MOBILE PAYMENT SERVICES IN SELECTED AREAS OF BANGLADESH

Abstract

Mobile payment services are spreading in Bangladesh like a spider net with the development of information and communication technology (ICT) and ubiquitous internet access. The present study was conducted to explore the influencing factors of e-commerce transaction through mobile payment services and to investigate the customer experiences with the services where sources of satisfaction and dissatisfaction were identified. Data were collected from 240 users of mobile payment services through field survey during March to April in 2020 by purposive sampling method from Mymensingh and Sylhet Districts. The main satisfaction sources those emerged from the content analysis were, in descending order of incidents: convenience, problem solving, offer and discount, security and trust, and efficacy. On the other hand, complexity and network failure were the main reasons of customer dissatisfaction with mobile payment services. The findings of the multiple linear regression models revealed that age, education, monthly income and residential area had statistically significant effect on monthly e-commerce transaction over mobile payment services. Young people were more prone to use mobile payment services than older. People with higher education transacted less money over mobile payment services. Higher income earner transacted more money over mobile payment services. People live in urban area used the services frequently and transacted more money. The service providers should increase their availability and more advertisements are required to be placed at every possible means of medium in order to aware people about mobile payment services. Building trust among the users and feel them secured are also crying need to develop this sector at a faster way in near future.