Mobile Banking Case Study

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1.0 Introduction 1.0 Introduction In recent years banks have developed innovative products and offered a wide range of services in an effort to increase bank operational efficiency (Tiwari R,Buse S,Herstatt C, 2007). A number of stakeholders are interested in bank operational efficiency as it brings insights to regulators on which banks are likely to fail and from the management’s point of view, their competitive urge may rest in providing services at a lower cost. From the customer’s perspective, only efficient banks can provide quality services at a lower cost. The latest adoption of using mobile banking has seen banks increasing their customer base and providing services at a lower cost. Mobile banking has thus become an essential tool in…show more content…
(Ian Ndlovu and Mlungisi Sigola, 2013) Concluded that the major benefits of e-banking are improved convenience to customers, cost reduction and customer royalty and brought issues of perceived risk on security. The benefits of mobile banking were not directly felt by the banks because of small mobile banking customer base and other banks like Stanbic which had not yet adopted mobile banking. The current study differs from (Ian, et al 2013) because the rate of mobile banking and the number of banks which have adopted mobile banking have increased. In addition, this study will consider the impact of mobile banking on overall operational efficiency. Does mobile banking have an impact on the operational inefficiencies faced by Commercial banks? (Shamsher Singh, 2014) Discussed briefly on the effects of mobile banking and bank efficiency and indicated that it led to better service delivery given security concerns are addressed. The main literature gap therefore exists in revealing the impact of mobile banking on other indicators of bank operational efficiency in Zimbabwe. Research Objectives 1.3.1 Main Objective The main objective is to assess the impact of mobile banking on operational efficiency of commercial banks in Zimbabwe. 1.3.2 General Objectives 1. To identify different services available to customers through mobile…show more content…
To assess the impact of mobile banking on bank operational efficiency. 3. To determine the benefits of mobile banking in enhancing bank operational efficiency. 4. To identify the problems associated with mobile banking. 1.4 Research Questions 1. What are the different types of mobile banking services? 2. To what extend is the impact of mobile banking on operational efficiency? 3. Does the adoption of mobile banking enhance bank operational efficiency? 4. What are the other factors that influence bank operational efficiency? 5. What are the disadvantages of mobile banking? 1.5 Statement of Hypothesis H0: Mobile banking has no significant impact on bank operational efficiency. H1: Mobile banking has a significant impact on bank operational

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