43 Table 4.4 Factors and variables from the marketing mix (7Ps) after grouping by factor analysis Factors obtained from the review Factors obtained from factor analysis 1.Hi App Product Factor 1. Product factors, prices, promotions and distribution. 1) You feel that Mobile Banking is accurate, secure, and reliable. Easy to use No hassle. wide range of functions; Meet the needs of use. 1) You find the Hi App easy to use for scanning, payments, and providing complete and clear information. 2) You feel that Hi App scans and pays easily, providing complete and clear information. 2) The service fee for transferring money to another person’s account is reasonable. 3) You feel that Hi App is easy to access. 3) The service fee for viewing historical account information is reasonable. 2.Hi App Price Factor 4) There is sufficient publicity about the security system. 4) The service rates for financial transactions via the Hi App are inexpensive and clearly specified. 5) There are discounts at various partner stores.. 5) The service fee for transferring money to another person’s account is reasonable. 6) It enables quick payment for goods and services. 6) The service fee for viewing historical account information is reasonable. 7) Able to check the status of money transfers, reducing the time it takes to travel to the branch for financial transactions. 3. Hi App Promotional Factors 8) It is widely advertised, attractive. 7) There are discounts at various partner stores.. 9) Service rates for financial transactions via Hi App are cheap and clearly specify. 8) There is sufficient publicity about the security system. 10) There are many service points and shops that accept mobile payments. 9) It is widely advertised, attractive 11) There are various promotions, such as freebies and various privileges.
44 Table 4.4 Factors and variables from the marketing mix (7Ps) after grouping by factor analysis (continued) Factors obtained from the review Factors obtained from factor analysis 10) There are various promotions, such as freebies and various privileges. 12) Do you feel that Hi App is easily accessible? 4. Location Factor Hi App Distribution 13) Do you feel that Mobile Banking is accurate, secure, and reliable? Easy to use Meet the needs of use. 11) There are many service points and shops that accept mobile payments. 14) Support various mobile phone models 12) It enables quick payment for goods and services. 13) Able to check the status of the transfer, reducing the time to travel to the branch for financial transactions. 14) Support various mobile phone models 5. Personnel factor, app staffing 15) Employees provide accurate customer information and can recommend proper use of Mobile Banking. 16) Polite staff can help solve usage problems and listen to feedback from customers. 6. Service Process Factors 17) Able to conduct precise financial transactions, easy to operate. No interruptions and no short-sightedness. 18) You decide to use the service for the security of financial transactions. 19)HI App has clear transaction categories, making the service easy to use.
45 Table 4.4 Factors and variables from the marketing mix (7Ps) after grouping by factor analysis (continued) Factors obtained from the review Factors obtained from factor analysis 7.Hi App Performance Factor 2) Hi App performance factors and service process 20) Do you feel that HI App is up to standard compared to other banks? 1. Do you feel that the HI App meets the standard compared to other banks 21) Do you feel that Hi App is standardized and accurate? 2. Do you feel that Hi App is standardized and accurate? 22) The reputation and image of the Bank and the HI App are reliable for the decision to use the service. 3. You decide to use the service for the security of financial transactions. 4. The reputation and image of the Bank and the HI App are reliable for the decision to use the service. 5.HI App has a clear transaction category. Easy to use the service 6. Polite staff can help solve usage problems and listen to feedback from customers. 7. Able to conduct financial transactions accurately, easy to use. No interruptions and no short-sightedness. 8. Employees provide accurate customer information and can recommend the proper use of Mobile Banking. Part 5: Analysis of linear regression equations to study factors affecting user satisfaction of HI app services in Vientiane Capital Region. As a result of the analysis of market mix factors (7Ps), the researcher modified the hypothesis to reflect the results obtained by grouping the factors as follows:
46 Hypothesis 1: Product, price, promotion, and distribution factors (4Ps) affect the satisfaction of Mobile Banking HI App users of Phongsavanh Bank customers in Vientiane Capital District. Hypothesis 2: Efficiency and service factors affect customer satisfaction of Mobile Banking HI App services of Phongsavanh Bank in Vientiane Capital. We used linear regression equation analysis to determine the relationship between factors grouped from the analysis of factors affecting user satisfaction. Mobile Banking HI App of Phongsavanh Bank customers in Vientiane Capital Region, using the Enter Multiple Regression form, which uses a questionnaire that has verified complete information. At a significance level of 0.05, the values were obtained as follows: Table 4.5 Table 4.5 Efficiency of the regression equation in analyzing the regression between user satisfaction of HI app services in Vientiane Metropolitan Area and both factors. Model R R Squares Adjusted R Square Std. Error of the Estimate 1 .276 .076 .074 .6776 Table 4.5 The overall hypothesis test results in the regression equation between user satisfaction of HI app services in Vientiane Metropolitan Region and both factors (ANOVA). Model Sum of Squares df Mean Square F Sig. 1 Regression 15.234 1 15.234 33.180 .001 Residual 184.578 402 .459 Total 199.812 403 Table 4.5 shows that the highest R-squared coefficient of 0.075 indicates that both factors can explain the satisfaction of HI app users in Vientiane Capital Area by 7.6%. The remaining 92.4% is due to the influence of other variables. From Table 4.25, the hypotheses are: H0: all independent variables are not correlated with the satisfaction of HI app users in Vientiane Capital Region, and H 1: at least one independent variable is associated with the satisfaction of HI app users in Vientiane Capital
47 Region. The test showed that the F-test had a significance of 0.001, which is less than the defined significance level of α = 0.05. Therefore, H0 can be rejected, indicating that there is at least one independent variable that correlates with the satisfaction of HI app users in Vientiane Capital Region. Table 4.6 Regression equation between the relationship with user satisfaction of HI app service in Vientiane Capital Region and both factors Model Unstandardized Coefficients Standardized Coefficients t Sig. VIF B Std. Error Beta (Constant) 2.178 .328 6.646 .001 1. Product factors, prices, promotions and distribution. -.001 .121 -.001 -.009 .993 2.441 2) Performance factors and service processes .341 .113 0.227 3.689 .001 2.441 Table 4.6 shows that a VIF below 10 indicates no multicollinearity problem among independent variables affecting the satisfaction of HI app users in Vientiane Capital Region. Two factors were statistically significant at the 0.05 level (T-test of factors with a Sig. value less than 0.05): Product Factors, Price, Promotion, Distribution (4Ps), and Performance factors and service processes. The results from the regression equation analysis address the research hypotheses as follows:
48 Hypothesis 1: Marketing mix factors affecting customer satisfaction of Mobile Banking HI App customers of Phongsavanh Bank, Vientiane Capital District. According to the research, the Sig. of the t-test value of 0.993 is significantly greater than the significance level of 0.05, which means that Hypothesis 1 cannot be accepted. Performance and service factors do not affect the satisfaction of using Mobile Banking HI App service of Phongsavanh Bank customers, Vientiane Capital District. Hypothesis 2: Efficiency and service factors affecting customer satisfaction of Mobile Banking HI App service of Phongsavanh Bank, Vientiane Capital District. According to the findings, the t-test statistic has a Sig. value of 0.01, which is significantly less than the significance level of 0.05. Hypothesis 2 can be interpreted as: Jennarong Jaiklaiang, (2023)"Mobile application development tools effectively reduce lead time and improve inventory service levels. The results of the satisfaction assessment of the use of staff and service users confirm high satisfaction. This developed mobile application effectively streamlines processes within spare parts inventory and responds well to user usage."
49 Part 6: Comparison of Mobile Banking App's Transaction Capability with Competitors in the Same Industry 6.1 In comparing the transaction capabilities of mobile banking apps with competitors in the same industry, the researcher conducted a secondary data study to identify areas for improvement, as outlined below: Table 4.7 Competitor comparison table Transaction Reliability of Mobile Banking App No. Mobile Banking issue Hi App, BCEl One Indochina Bank APB JDB LDB Accounting transactions 1 Register for an account ✓ ✓ ✓ ✓ ✓ ✓ 2 Open a Fixed Deposit Account ✓ ✓ - ✓ ✓ ✓ 3 Register by phone number - - ✓ - - - 4 Able to view various balances and financial transactions. ✓ ✓ ✓ ✓ ✓ ✓ 5 View all deposits and loans ✓ ✓ - - - - 6 Foreign exchange rates can be viewed. ✓ ✓ ✓ ✓ ✓ ✓ 7 You can see the amount of transfers between countries ( SWIFT). - ✓ - ✓ ✓ ✓
50 Table 4.7 (continued) Competitor comparison table Transaction Reliability of Mobile Banking App No. Mobile Banking issue Hi App, BCEl One Indochina Bank APB JDB LDB Accounting transactions 8 Turn on/off manual card usage (ATM card) - ✓ - - - - 9 Deposit via kiosk - ✓ - - - - 10 Create a new ATM code when you forget your password. ✓ ✓ - - ✓ - 11 Receive notification after transaction completion ✓ ✓ ✓ ✓ ✓ ✓ 12 Withdraw money via ATM by scanning QR Code - ✓ ✓ - ✓ ✓ 13 Prepayment Generation Service ✓ - - - - - 14 ATM card lock - - - ✓ - - combine 8 11 6 7 8 7
51 Table 4.7 (continued) Competitor comparison table Transaction Reliability of Mobile Banking App No. Mobile Banking issue Hi App, BCEl One Indochin a Bank APB JDB LDB Paying for services 1 Pay for goods and food services. ✓ ✓ ✓ ✓ ✓ ✓ 2 Pay your electricity bill. ✓ ✓ ✓ ✓ ✓ ✓ 3 Pay for water ✓ ✓ ✓ ✓ ✓ ✓ 4 Pay phone bills ✓ ✓ ✓ ✓ ✓ ✓ 5 Pay off loans ✓ ✓ ✓ ✓ ✓ ✓ 6 Pay for ADSL internet - ✓ - - ✓ - 7 Pay for LDTV services - ✓ - - - - 8 Tax Payment - ✓ - ✓ - ✓ 9 Payment of land tax - ✓ - ✓ - ✓ 10 Payment of educational institutions - ✓ - - ✓ ✓ 11 Expressway toll payment - ✓ - ✓ - ✓ 12 Payment of various insurances ✓ ✓ ✓ - ✓ ✓ 13 Payment of credit card insurance - ✓ - - - - combine 6 13 6 8 8 11
52 Table 4.7 (continued) Competitor comparison table Transaction Reliability of Mobile Banking App No. Mobile Banking issue Hi App, BCEl One Indochina Bank APB JDB LDB Other Services 1 Choose a silver kapao icon according to your birthday. - - - - - - 2 Cash as a gift to someone else ✓ ✓ ✓ - - - 3 Buy lottery tickets through the app - - - - - ✓ 4 Show all participating stores with their map. - - ✓ ✓ ✓ ✓ 5 Bank Information Abded ✓ ✓ ✓ ✓ ✓ ✓ 6 Cashback ✓ ✓ ✓ ✓ ✓ ✓ 7 24-hour product transaction processing service - - ✓ - - - 8 Currency exchange ✓ ✓ - - ✓ ✓ 9 Lao cash registration service (lottery ticket) - ✓ - ✓ - ✓ combine 4 5 5 4 4 6
53 Table 4.8 The table presents a summary of the comparison of transaction capabilities among mobile banking apps. Comparison results of transaction capabilities of Mobile Banking apps No. list Hi App BCEl One Indochina Bank APB JDB LDB 1 Accounting transactions 8 11 6 7 8 7 2 Paying for services 6 13 6 8 8 11 3 Other Services 4 5 5 4 4 6 combine 18 29 17 19 20 24 Figure 6 shows a comparison of the transaction capabilities of mobile banking apps. According to Table 4.8, the overall analysis of the transaction capabilities of mobile banking apps showed that BCEl One had the largest score (29), followed by LDB (24), JDB (20), APB (19), Hi App (18), and Indochina Bank (17). In terms of other services, LDB's app has the highest value compared to just one competitor app.
54 From Table 4.7, the results of the competitor comparison can be analyzed. The transaction requirements of the Mobile Banking app in each bank are as follows: Analysis of strengths, weaknesses, opportunities, and threats of Mobile Banking HI App of Phongsavan Bank is important to let the bank know what needs to be improved. The information obtained can be used to determine the next stage of the business strategy. Strengths HI App is considered reasonable, safe, and reliable. There are interesting promotions, and there are many service points and shops that accept payments. This popularity among general users is a result of the bank's reputation and good image. Weaknesses One limitation of the Hi App is that it was launched later than other banking apps. As a result, the back-end management system is not as stable as it should be. There are frequent problems with scanning and paying. Additionally, there is no function to withdraw money without a card through the kiosk, causing customers to lose interest. Opportunities Since it is still in the new launch phase, there is always a good chance that there will be good promotions. According to the results of the field visit, the majority of customers who open a new account are interested in receiving 5% cash back at participating stores with Phongsavanh Bank. Threats Being a private bank, Phongsavan Bank faces difficulty in adding Finlink or LNSW (Laos National Single Window) functions. This function is a system used to pay import-export taxes, and its implementation requires consultation with the government to run smoothly. Adding the import-export duty payment function could meet the needs of the target group, namely government employees and private businesses.
55 Chapter 5 Summary, discussion, and suggestion According to the study, Factors Affecting the Satisfaction of Mobile Banking HI App Customers of Phongsavanh Bank, Vientiane Capital District Res earch objectives 1)To study consumer behavior affecting the choice of Mobile Banking HI App service among customers of Phongsavanh Bank in Vientiane Capital District. 2)To perform factor analysis (Factor Analysis) to group the variables of factors affecting satisfaction with the Mobile Banking HI App among customers of Phongsavanh Bank in Vientiane Capital District. 3)To study the relationship of marketing mix factors (7Ps) that affect satisfaction with the Mobile Banking HI App among customers of Phongsavanh Bank in Vientiane Capital District. 4)To study, compare, and analyze the capabilities of the Mobile Banking HI App among customers of Phongsavanh Bank in Vientiane Capital District.This study included a sample of 404 male and female Phongsavan Bank customers aged 18-59 years using a random method. The sample was determined based on the YAMANE formula for calculating the sample size and using cluster sampling, which involves dividing the population into areas without the need to create an inventory of the entire population and then sampling the required number of people from each area. The instrument used was a questionnaire, and the data were analyzed using SPSS. The analysis included statistical measures such as frequency, percentage, mean, and standard deviation (SD). 5.1 Conclusions 5.1.1 Results of the analysis of the general characteristics of respondents to HI App User Satisfaction in Vientiane Capital Area According to the results of the research, the demographic characteristics of the sample can be divided into male and female, 47.8% and 52.2% of the sample, mostly between 26- 34 years old, which accounts for 39.4% of the sample . Single or unmarried accounted for 55% of the sample. The majority of people had no children, accounting for 60.9% of the sample, and the majority of family members were four, accounting for 32.2% of the sample.
56 5.1.2 Summary of data analysis on mobile banking behavior of Phongsavan Bank customers Mobile Banking Behavior of Phongsavanh Bank customers of the sample obtained from the questionnaire In summary, users of each of the top 3 banks providing the most services are Phongsavanh Commercial Bank (PSVB) with 97.30 percent, followed by (BCEL), the second most popular commercial bank of Laos with 87.60 percent, followed by (JDB) and Lao Development Bank with 29.20 percent, respectively. Users of the three most preferred mobile banking applications are Phongsavanh Bank HI App, accounting for 97.50 percent, followed by BCEL. Trade Bank of Laos It accounted for 83.40 percent. The LDB Trust of Lao Development Bank accounted for 20.80 percent, respectively. The types of transactions chosen by the respondents in the top 3 were money transfer (81.70 percent), QR code payment (81.70 percent), and payment for water, electricity, and mobile phones (48.00 percent), respectively. How many mobile banking visits per month on average? The top 3 rankings are the highest average monthly usage with 4-6 visits accounting for 35.60 percent, followed by 1-3 times accounting for 28.50 percent and more than 10 times per month accounting for 20.30 percent, respectively. The number of users in each channel is aware of the news of the service. Most of them found that they follow media through the top 3 channels: Facebook with 95.50 percent, followed by TikTok with 52.00 percent and YouTube with 26.00 percent. 5.1.3 Market Factors (7Ps) that Affect Satisfaction with Mobile Banking, Phongsavanh Bank Vientiane Capital Based on the results of factor analysis, when the two factors were analyzed for regression to study the relationship between factors, it was found that there are factors that affect the satisfaction of using the Mobile Banking HI App service of customers of Phongsavanh Bank, Vientiane Capital District.
57 1. Service process efficiency factors are factors that affect the satisfaction of using Mobile Banking HI App services of customers of Phongsavanh Bank, Vientiane Capital District. It is accurate and safe to transact money. The reputation and image of the bank and HI App are reliable. There are clear categories of transactions and the service is easy to use. The staff are very helpful and friendly, able to help resolve issues and provide accurate and appropriate information expertly. 5.1.4 Summary of SWOT data analysis on mobile banking HI App service behavior of Phongsavanh Bank customers The researcher concluded that: 1.Strengths Reasonable, safe, and reliable service fees.Interesting promotions.Many service points and merchants that accept payments.Good reputation and image of the bank. 2.Weaknesses Slower launch compared to other banking apps.Unstable back-end management system.Frequent problems with payment scans.Lack of a function to withdraw money without a card through the kiosk.. 3.Opportunities Ongoing interesting promotions, such as the 5% Cash Back promotion with participating stores, which helps attract new customers. 4.Threats Adding cumbersome Finlink or LNSW functions requires consultation with the government for implementation.Need for quality improvement for future target customers. 5.2 Recommendations for banks Based on the analyzed data, it can be concluded that satisfaction with the Mobile Banking HI App service of Phongsavanh Bank in Vientiane Capital Region is related to several factors. These include the efficiency of the service process, transaction accuracy and security, the image of the bank and HI App with credibility, and good and friendly service from staff. It is evident
58 that these aspects are already at a good standard and should be maintained or improved in the future. For future development, it is recommended to explore ways to enhance the back-end management system or upgrade the Server Mobile Banking HI App standard to improve stability, reduce scanning issues, and minimize delays. Additionally, developing additional functions that align with customer needs can further enhance the app's appeal. Leveraging promotional opportunities to attract new customers and retain existing ones should also be a priority. 5.3 Research limitations 1. The specificity of the questionnaire data, focusing only on customers who use the Mobile Banking HI App service, presents challenges in data collection from the target customer base. 2. Data analysis is challenging due to the complexity of calculating significance values, the possibility of errors, and the difficulty in achieving matrix values. These factors contribute to the need for careful recalculations, which can be time-consuming. 5.4 Next Research Recommendations 1. Based on the research findings, it is advisable to expand the scope of the study beyond just Phongsavanh Bank customers. This broader approach will provide more comprehensive insights that can benefit the bank in improving its mobile banking system to better meet the needs of a wider user base. 2. Additionally, it would be beneficial to investigate the factors influencing the choice of online lending services and financial transaction channels with banks. Understanding these factors can help in further enhancing the mobile banking system to cater to a wider range of service demands..
59 Reference List Boone & Kurtz. (1989). Marketing (6th ed.). Marianna: FL: The Dryden Kotler, P. (2003). Marketing management (11th ed.). Upper Sanddle River, New Jersey: Prentice Hall. Kumbhar, V. M. (2011). Customer’s Demographic Profile and Satisfaction in E-Banking Services: A Study of Indian Banks. Kumbhar, V. M. (2011). Factors Affecting the Customer Satisfaction in E-Banking: Some Evidence from Indian Banks. Management Research and Practice, 3(4). Kumbhar, V. M. (2011). Service Quality Perception and Customers’ Satisfaction in Internet Banking Service: A Case Study of Public and Private Sector Banks. Cyber Literature, 4 (2). Kurniawan, B. (2010). Factors Affecting Customer Satisfaction in Purchase Decision on Ticket Online: A Case Study in Air Asia. International program management department. Faculty of Economics and Social Science State Islamic University Syafir Hidayatullah Jakarta Jai Kliang and J. . . Chumlakkasna, "Mobile Application Development in Collaboration with MIT App Inventor to Improve the Efficiency of Pick-up, Order Picking, and Storage Process in Inventory Case Studies," English & Technology Horiz. Volume 40, No. 2, pp. 76–93. 2023 Jun 2023. Yupawan Wanwanij. Management Marketing Management. Bangkok: Starlight. Patipol Tangchakravaranon and Veerawut Makhasiranon. Expernet. Bangkok Bhavinee Kanchanapa. Consumer behavior. Strategies to increase competition as service providers Mobile BankingCase Study, Siam Commercial Bank Public Company Limited, Mahidol University (December 21, 2014) Kan Kulwitnarakorn, Factors that affect service decision Mobile banking applications for the top 5 banks of the generation Baby Boomers Graduate School, Srinakharinwirot University (August-October 2018) Navatpoom Leecharoenkweekhun, Mobile Banking Service Behavior of Kruthep Bank CustomersCase Study, Nakhon Pathom Province, Silpakorn University (July 2017 July 2018)
60 Chanyapat Jongtawee, Factors affecting satisfaction in using mobile banking services in Bangkok, Thammasat University (2015) Apiwat Muensaard, Pittaya Wongkala, Factors affecting satisfaction with service quality Mobile Banking of Users in Nakhon Ratchasima, Journal of Accounting and Management Year 13 No. 2 (April-June. 2021) Pornvimol Chernrattanarak. Factors affecting customer satisfaction of Krungthai Bank's smart queue machine Public Company Limited (Master's thesis). Srinakharinwirot University, Graduate School. Nattamon, Seng Ki Huai, (2021) Market factors that affect the decision behavior to use organic farm stay services. Mahidol University. Supanya Chaichan. (6th edition). Bangkok: P.A. Living. (2020). "General Family Knowledge" Retrieved from https://shorturl.asia/Ravne Office for National Statistics. "Structure of the Survey of the Aging Population in Thailand" Retrieved from https://shorturl.asia/ 0Q6l5 Digital School Thailand 4.0. Recovered from https://shorturl.asia/UBT9K Maslow. Retrieved from https://www.urbinner.com/post/maslow-hierarchy-ofneeds#viewer-1f37d Theory (2023). Retrieved from https://poundtv5.blogspot.com/ 2014/11/marketingtheory-dba06.html (2023). "Family Characteristics and Functions, Characteristics and Values of Thai Families" Retrieved from https://www.baanjomyut.com/library_3/extension-4/family/01.html Lao Foreign Trade Bank (2023). "Internet Banking Services" https://www.bcel.com.la/bcel/history.html?lang=en Lao Development Bank(LDB). "Internet Banking Services" Retrieved from https://www.ldblao.la/aboutLDB Phongsavan Bank(PSVB). "Internet Banking" Retrieved from https://www.phongsavanhbank.com/psv/index.php?lg=eng Lao Development Bank (LDB). Retrieved from https://www.ldblao.la/
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62 Appendix
63 No......... Questionnaire Story Factors Affecting the Satisfaction of Mobile Banking HI App Customers of Phongsavanh Bank, Vientiane Capital District ............................................................................................................................. ............................ Objectives of the research 1.To study consumer behavior affecting the choice of Mobile Banking HI App service among customers of Phongsavanh Bank in Vientiane Capital District. 2.To perform factor analysis (Factor Analysis) to group the variables of factors affecting satisfaction with the Mobile Banking HI App among customers of Phongsavanh Bank in Vientiane Capital District. 3.To study the relationship of marketing mix factors (7Ps) that affect satisfaction with the Mobile Banking HI App among customers of Phongsavanh Bank in Vientiane Capital District. explanation This questionnaire is part of Khon Kaen University's undergraduate studies and will be used as data for the study and research on the topic 'Factors affecting the satisfaction of mobile banking services of Phongsavan Bank customers in Vientiane Capital, Lao People's Democratic Republic'. 1. The questionnaire is divided into 4 part Part 1: Information on demographic characteristics Part 2: Information on consumer behavior that affects the choice of mobile banking services, Phongsavanh Bank Part 3: Information on Market Factors (7Ps) Affecting Satisfaction with Mobile Banking, Phongsavanh Bank Part 4: Suggestions 2.Please mark ✓ in the space that matches your information. 3.The information obtained from this inquiry will be kept confidential for educational purposes only."
64 Part 1: This questionnaire is about the status and general information of respondents. Respondents' Statement Please check ✓ in the box ☐ that matches the truth as much as possible. 1. Gender ☐ male ☐ female ☐ other 2. Age ☐ 18-25 years old ☐ 26-34 years old ☐ 35-44 years old ☐ 45-54 years old ☐ 55 - 59 years old ☐ 60 years and over 3. Education level ☐ Did not study ☐ High school ☐ noble ☐ Bachelor's degree ☐ master ☐ doctorate 4. Occupation ☐ Students ☐ Government employees ☐ Self-employed ☐ Private employees ☐ administrator ☐ other 5. Monthly income (individual) ☐ below 1,000,000 LAK ☐ 1,000,001-2,000,000 LAK ☐ 2,000,001-4,000,000 LAK ☐ 4,000,001-6,000,000 LAK ☐ More than 6,000,001 LAK ☐ No revenue 6. Family income per month ☐ Under 3,000,000 LAK ☐ 3,000,001-4,000,000 LAK ☐ 4,000,001-6,000,000 LAK f ☐ 6,000,001-8,000,000 LAK ☐ More than 8,000,001 LAK ☐ No revenue
65 7. Marital Status ☐ single ☐ marry ☐ Widow/Do not desert./Separated. 8. Childbearing status ☐ Mibut, ☐ no children 9. Family members ☐ Alone, 2 people ☐, 3 people ☐, 4 people ☐, more than 4 people Part 2: Information on consumer behavior that affects the choice of mobile banking services, Phongsavanh Bank Respondents' Statement Please check ✓ in the box ☐ that matches the truth as much as possible. 10. Which of the following banks do you currently use? 11. Which banking applications do you currently have? PHONGSAVANH BANK LTD Lao Foreign Trade Bank BCEL JDB Development Bank Lao Development Bank LDB Agricultural Promotion Bank Agricultural Promotion Bank Indochina Bank other Hi App (PSVB) LDB Trust BCEL ONE IB Cool (Indochina Bank) JDB YES other Mepom mobile Banking (APB)
66 12. What kind of financial transactions do you make through the Mobile Banking application? 13. How many times a month do you use the Mobile Banking application on average? 14.Whatchannels do you like to follow? Transfer money Pay for water, electricity Mobile Recharge Check balance Sagan (QR Code) to be used to pay for products. other Foreign exchange 1-3 times 4-6 times 7-10 times More than 10 times month Facebook TV TikTok Radio YouTube Newspaper Magazine other
67 Part 3: Information on Market Factors (7Ps) Affecting Satisfaction with Mobile Banking, Phongsavanh Bank Respondents' Statement Please check ✓ in the box ☐ that matches the truth as much as possible. Market Factors Affecting Satisfaction with Mobile Banking Services at Phongsavanh Bank Opinion level most very middle fish little least Product Factor Hi App (Product) 1. You find Mobile Banking to be accurate, secure, and reliable, with easy-to-use features and a wide range of functions that meet your needs. 2. You find the Hi App easy to use for scanning, payments, and providing complete and clear information. 3. You find the Hi App easily accessible. Hi App (Price) price factor 4.The service rates for financial transactions via the Hi App are inexpensive and clearly specified.
68 Market Factors Affecting Satisfaction with Mobile Banking Services at Phongsavanh Bank Opinion level most very middle fish little least 5. The service fee for transferring money to another person’s account is reasonable. 6. The service fee for viewing historical account information is reasonable. Hi App (Promotion) Promotion Factors 7. There are discounts at various partner stores. 8. There is news through public relations media about the adequate security system. 9. There is widespread and attractive advertising. 10. There are various promotions such as giveaways and various privileges. Location Factor Distribution Hi App (Place) 11. There are many service points, accepting payments. 12. Pay for products quickly
69 Market Factors Affecting Satisfaction with Mobile Banking Services at Phongsavanh Bank Opinion level most very middle fish little least 13. It allows checking the status of money transfers, reducing the need to travel to the branch for financial transactions. 14. It supports applications on various mobile phones. People Factor 15. Employees provide accurate information to customers and can recommend the proper use of Mobile Banking. 16. Polite staff can help solve usage problems and listen to feedback from customers. Process Factors 17. Able to conduct financial transactions accurately, easily, without interruptions, and with clear instructions. 18.You decide to use the service for the security of financial transactions.
70 Market factors affecting service satisfaction Phongsavan Bank Opinion level most very Fish middle little least Performance Factor Hi App (Physical Evidence) 19. HI App has a clear category of transactions that are easy to use. 20. Do you feel that the HI App meets the standard compared to other banks 21. Do you feel that the HI App is standardized and accurate 22. The reputation and image of the Bank and the HI App are reliable for the decision to use the service. Comment thread Satisfaction level Least satisfied. Less satisfied. Satisfied medium fish Very satisfied. Most satisfied. Overall, are you very satisfied with using Phongsavan's Hi App service?
71 Section 4 Suggestions and Comments ............................................................................................................................. ....................................................... .................................................................................................................................................................................... ............................................................................................................................. ......................................................
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