Annotated Bibliography of Mobile Banking Studies

This assignment involves conducting a thorough literature review on mobile banking, incorporating relevant studies and research papers. The goal is to provide an annotated bibliography of key works in this area, including articles by Agwu and Carter (2018), Alalwan et al. (2016), and Shaikh and Karjaluoto (2015). A meta title and description are also provided for SEO purposes.

Research Proposal
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Table of Contents
Introduction......................................................................................................................................3
Literature review..............................................................................................................................4
Methodology....................................................................................................................................4
Gantt chart........................................................................................................................................5
Reference.........................................................................................................................................8
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Title: To analyse the impact of mobile banking application on customers satisfaction in banking
sector.
Introduction:
Mobile banking in helping bank services their customer. Its introduce of the mobile
banking services and the access of their bank helped give their customer anytime. Its service
provides of bank or other financial institutes. The using of mobile devices as a smartphone.
Mobile banking helps the customer and their comfort of home and offices to check the account
details, mini statement, pay bills etc, is the kind of financial services (Baptista and Oliveira,
2015). Mobile baking of their customer is to importance on the day people ability to manage
their money and the use of mobile banking 74% of customers. Mobile banking can also help the
keep close tabs on the money. Its save the time of customer and banking. This is for the
importance of financial details is especially true. Customer use the application of any time
online. Mobile banking such as a good security, customer easy access and more control of the
money. The use of application customer satisfied the relation of bank customer. It is the
satisfaction of the usage of app any time to any place. Mobile banking is related of positively to
customer satisfaction.
Aim and objectives
Aim: To analyse the impact of mobile banking application on customers satisfaction in
banking sector- A study od Barclay bank
Objectives:
 To understand concept of mobile banking application
 To analyse the significance of customer satisfaction in baking sector
 To evaluate the impact of mobile banking application on customer satisfaction
 To recommend strategies to enhance customer satisfaction through the use of mobile
banking application
Research Questions
 What concept of mobile banking application?
 What is the significance of customer satisfaction in baking sector?
 What is the impact of mobile banking application on customer satisfaction?
Rational for choosing the topic
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Reason for selecting this topic is that it will help in providing deep information related to
the use of mobile baking application and the way it can make work easier of the customers. This
new technology plays significant role in respect to enhance customers satisfaction and for
making employees work easier.
Literature review
Mobile banking application:
According to the view of Mallat, Rossi and Tuunainen, (2004) mobile banking
application and the impact of customer satisfaction: Mobile banking application provide by a
bank and other financial insinuations. In banking sector, the usage of mobile application user is
satisfaction and the usage on the relationship of bank customer relationship. Banking sector the
utilizing technology its focuses on the E-banking the provides of banking services to the
customer. Mobile banking service is type of E-banking services. Banks deliver their services of
mobile banking customer in order to acquire services. Mobile banking the impact of customer
satisfaction is easily fund transfer, receiving payment, paying fees of different forms, credit
transfer, balance inquiry their mobile service technology (Mallat Rossi and Tuunainen, 2004).
Mobile banking services the perspective of customer benefits banking transaction in anytime is
easy way to use. The application will be security ensured and the password protected. Banking
sector mobile banking the growth of using technology is helped to achieved their goals. The
impact of mobile banking services rises up the customer awareness and the increase customers
trust by banking sector.
Importance of Mobile banking application:
Lin, Wang and Lu, (2014) state that Mobile banking application is the simplicity.
Customer use application is friendly. Mobile banking application service provide transaction
between C2C, B2C and B2B. Its application customer able to trust a mobile payment. Mobile
banking application is time saving to customer and banking. Customer walk into a bank can
check account balances, transfer money and receive payments but the use of application time
saving and not going the bank. Mobile banking application have security guarantee and a
payment of the use application is inputs authorize a security and the send a SMS verification
code. Its secure the online and internet banking. Mobile banking is able to access the easy of the
financial information. Its also importance the banking and customer is reduce the amount of
paperwork and the use of application customer real time to watch their accounts and reduce the
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fraud. Alalwan, Dwivediand Williams, 2016 argued that Customer will check the account
balance any time, transfer funds, review recent transaction, pay bills etc.. Using banking mobile
apps customer not paid extra money is also save money and the use of them available for
download this application its free of cost. Mobile apps require a smart phone and have made
transfer faster. Mobile application support personalization such as preferred language, amount
format, alerts, date and time format etc. Customer linked accounts its easily fund transfer and
paying third party fund transfer. Customer use the application is checking the account
information and mini statement and checking of the account history. Mobile banking is use of a
smartphone and tablets is devices from a online banking and its typically operate all major
mobile providers is the way of mobile web or a development of application. Andriole, (2012)
argued that SMS and messaging is the simplest is the use of transfer funds and account access
information in the text messages. Mobile web is the mobile banking options is a home based its
simply login into user accounts is allow the checking balances, bill payments and account
transfer. Mobile banking application is connect the user directly to the bank is the application for
Android, iPhone and blackberry. The application downloaded in the bank website and easy to
use
Importance of customer satisfaction in banking sector :
According to the view of Baptista and Oliveira, (2015) in banking sector is the aim of the
customer satisfaction is the important role of the future growth of the banking. The best services
provide the customer is result in increase of profitability. The bank services is using of increasing
customer satisfaction is increasing customer service quality, value and loyalty. In banking sector
is important of customer satisfaction because manage and improve their business. Banking
always start and close with the customer is king of the banking sector is overall depend on the
customer profits, status and image of the banking. Flick, (2011) argued that all banking sector it
is important to meet their customer expectations and all organization is identified they are
satisfied their customer. In the banking sector is need to money survive is need customer to make
money so that customer are happy and focused on customer satisfaction. Its create the long term
relationship with the customer is banking satisfied the customer. Is the attachment of customer is
the bonding of a making a strong and healthy. Banking sector is like many other financial
services and more demanding customer is a customer oriented services provide so that focus on
the customer services. The changing of the customer needs and expectations of an organization
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so that aim of banking offering the provide all banking product and services of customer. Is a
challenging task to difficulty and solve the customer and the measurements target customer
requirements is easy to improvement determine the need to improve customer satisfaction.
Expectations of a customer is a central role of the satisfaction and services.
Impact of mobile banking application on customer:
Agwu and Carter, (2018) state that Mobile banking application is impact on customer
satisfaction and the good quality of the application for a customer is able to complete their
transaction. The user help understands the apps and analyze the banking transaction). Banking
sector the customer expect that the bank is hold for a money and some of interest paid they
customer. Online banking is able to the customer is use the application is free of cost and easily
download this application and easy to use the check our balances, check the deposit and fund
transfer. Shaikh and Karjaluoto, (2015) argued that Online banking is a remote control over the
finance its need to much control as possible. Now customer expect a mobile banking its manage
the account activities. Development of mobile application the process of bank becomes faster
and easier record keeping. Last few years mobile banking most popular application and
expansion (Luarn and Lin, 2005). Banking sector use the technology is development of
information and communication system. Communication expansion the use of mobile banking is
one of the development of goods, services and ideas. Is a wireless media to provide customer.
Mobile banking is the one of the motivating factors is easy to use and the system is easy
to learn the using problems of mobile banking system. Impact factors of mobile banking on
customer is speed of transaction by using mobile banking (Wonglimpiyarat, 2014). Customers
usage the mobile banking experience and the impact of useful the mobile banking development
the expand of knowledge). The most impact of the mobile banking the higher profitability for the
customer and company the use of technology is a shorter time and the banks branches few visit
clients. Gu, Lee and Suh, (2009) argued that Mobile phones help of the customer enjoy anytime
anywhere banking. Is the close relationship between customer and management in financial
institutions as a powerful marketing tool. Is very important the identified the customer
satisfaction is that highest exceptions. The great role adopt of technology using mobile banking
services to get self respect. The relation benefits of customer and banking the improves strengths
in economic benefits. Its a higher potential and opportunities has mobile banking in rural areas.
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Is the detail and transaction of personal account help the full access the mobile bank (Shaikh and
Karjaluoto, 2015). To best value for a customer is flexibility in banking transaction, cost
efficiency is link to bank account. Use of mobile banking services is satisfaction of customer is
E-satisfaction.
Methodology
Research design: It provides information related to the strategy which is adopted by the
scholar for logical and coherent integration of various components of the study (Grafton, Lillis
and Mahama, 2011). It is classified into three different types that are descriptive, exploratory,
explanatory etc. For the present research, descriptive research design will be selected by the
scholar. Descriptive research design help in describing the population which is covered in the
study. Along with this, it will better describe the implication of mobile banking application
technologies. Based on this, the researcher can determine the implication if mobile banking
application for bank.
Data collection: Collection of the data is related to the use of appropriate method for
gathering the information for accomplish aim of the study. There are two methods from where
the scholar can collect the data that are primary and secondary. For the present research both the
method will be used by the researcher. In primary information will be collected through a survey
in which question will be asked from 50 customers of the Barclay Bank. On the other side,
secondary information will be gathered from books, journals and internet. Reason for selecting
this source is to gather specific information in context to the selected topic. Rationale for
selecting primary method is that it help in gathering specific information related to the topic on
mobile banking.
Sampling: For the present research, probabilistic sampling method will be adopted in
which random sampling method will be considered (McGrath and O'Toole, 2012). Random
sampling method provides an equal chance of selection of respondents from the entire
population. Here 50 customers will be selected of Barclay bank for survey through random
sampling method. Random sampling method will be used for primary research. Apart from this
there are various other methods such as non-probabilistic method, purposive sampling, stratified
sampling etc. which can be used by researcher.
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Data analysis: After collecting the data it is important to properly evaluate it, in order to
draw a valid conclusion. There is two method of data collection that are qualitative and
quantitative. For the present research qualitative method will be used by the investigator in order
to analyse the information (Flick, 2011). Under this various themes and charts will be prepared
on the basis of which interpretation will be done.
Gantt chart
Task 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
Selecting research
topic
Conducting
secondary
research
Methodology
section
Completing of
proposal
Formulating
questionnaire for
survey
Recording the
collected
information
Analysing the
collected
information
Interpreting and
discussion
Making changes as
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per given
feedback.
Modifying as per
feedback
Final Submission
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Reference
Agwu, E. and Carter, A.L., 2018. Mobile phone banking in Nigeria: benefits, problems and
prospects.
Alalwan, A.A., Dwivedi, Y.K., Rana, N.P. and Williams, M.D., 2016. Consumer adoption of
mobile banking in Jordan: examining the role of usefulness, ease of use, perceived risk and
self-efficacy. Journal of Enterprise Information Management, 29(1), pp.118-139.
Andriole, S. J., 2012. Managing technology in a 2.0 world. IT Professional, 14(1), pp.50-57.
Baptista, G. and Oliveira, T., 2015. Understanding mobile banking: The unified theory of
acceptance and use of technology combined with cultural moderators. Computers in Human
Behavior, 50, pp.418-430.
Flick, U., 2011. Introducing Research Methodology: A Beginner's Guide to Doing a Research
Project. SAGE.
Grafton, J., Lillis, M. A. and Mahama, H., 2011. Mixed methods research in accounting.
Qualitative Research in Accounting & Management. 8(1). pp.5–21
Gu, J.C., Lee, S.C. and Suh, Y.H., 2009. Determinants of behavioral intention to mobile banking.
Lin, J., Wang, B., Wang, N. and Lu, Y., 2014. Understanding the evolution of consumer trust in
mobile commerce: a longitudinal study. Information Technology and Management, 15(1),
pp.37-49.
Luarn, P. and Lin, H.H., 2005. Toward an understanding of the behavioral intention to use
mobile banking. Computers in human behavior, 21(6), pp.873-891.
Mallat, N., Rossi, M. and Tuunainen, V.K., 2004. Mobile banking services. Communications of
the ACM, 47(5), pp.42-46.
McGrath, H. and O'Toole, T., 2012. Critical issues in research design in action research in an
SME development context. European Journal of Training and Development. 36(5). pp.508–
526.
Shaikh, A.A. and Karjaluoto, H., 2015. Mobile banking adoption: A literature review. Telematics
and Informatics, 32(1), pp.129-142.
Wonglimpiyarat, J., 2014. Competition and challenges of mobile banking: A systematic review
of major bank models in the Thai banking industry. The Journal of High Technology
Management Research, 25(2), pp.123-131.
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