43 Independent variables average standard deviation Interpretation 7. Performance marketing mix factors Hi App (Physical Evidence 7.1 Do you feel that HI App is up to standard? Compared to other banks 4.069 0.55 very 7.2 You feel that Hi App is standardized and accurate. 4.094 0.53 very 7.3 The reputation and image of the Bank and HI App are reliable to the decision to use the service. 4.153 0.58 very From Table 4.2, when considering the 22 sub-factors, it was found that the independent factors with the highest average opinion level in descending order were product factors in terms of feeling that mobile banking is accurate, secure, and reliable. Easy to use wide range of functions; (Average 4.193 : Very Physical evidence factors in terms of reputation and image of the Bank and HI App are reliable in the decision to use the service (average 4.153: a lot. (Average 4.131: Very Process factors in HI App have clear transaction categories. Easy to use (average 4.123: very Location factors Distribution (Place in the story There are many service points, shops that accept payments. (Average 4.121: Very In addition, considering each factor. Factors Marketing mix factors (7Ps The results can be summarized as follows: Product Factor (Product Consumers feel that Mobile Banking It is accurate, safe, can be trusted. Easy to use No hassle. wide range of functions; Meet the needs of use. (average 4.193 : very Let's get down. Consumers feel that Hi App Easy Access (average 4.056 : very Hi App Price Factor (Price) Service rates for financial transactions via Hi App have cheap service fees and clearly specify the service trade rate. (average 4.118: a lot) Let's come down. The service fee for viewing historical account information is reasonable. (Average 4.074: Very) Hi App Promotion Factors (Promotion) There are various promotions such as freebies and various privileges (average 4.113: a lot). There are a variety of discounts at the giveaway store (average 4.104: a lot. Location Factor Hi App Distribution (Place) has a lot of service points, merchants accept a lot of payments (average 4.113: a lot). Able to support a wide range of mobile phone models (average 4.113 : a lot)
44 People factor, App staffing (recommended) (People) Polite staff can help solve usage problems and listen to customer feedback as well. (average 4.113: a lot) Let's come down. Employees provide accurate customer information. Use Mobile Banking Appropriately (Average 4.101: Very) Service Process Factors HI App (Process) has a clear category of transactions. Easy to use service (average 4.113: very) Let's come down. It can perform financial transactions accurately, easy to use. No jamming and fast (average 4.116: a lot Performance factors Hi App (Physical Evidence The reputation and image of the bank and HI App are promising. Trust the decision to use the service (average 4.113: a lot Let's come down. Consumers feel that Hi App is standardized and accurate (average 4.094: very. 4.5 Analysis of factors affecting the satisfaction of HI app users in Vientiane Capital Region From the collection of data from questionnaires of the sample and from correlation analysis. In order to determine the relationship between the various independent variables at a significance level of 0.05, it was found that there were several pairs of variables that were significantly correlated, which may affect the analysis of the regression equation. The researcher then took independent variables from the pathological compound factor. Marketing (7Ps 22 variables are 22 independent variables . Analysis 1 data is more appropriate and accurate. 4.5.1 Analysis of the suitability of independent variables in the use of factor analysis methods To analyze the factors, the researcher used KMO (Kaiser-Meyer-Olkin statistics and Bartlett's test of Sphericity to test the suitability of the independent variables to be extracted KMO (Kaiser-Meyer-Olkin factors as a test to see if the variables were suitable for analysis. If the KMO value is high (the value is between 0.5 - 1, then the data is suitable for Use factor analysis On the other hand, If the KMO value is below 0.5, the data is not suitable for use. Bartlett's test of Sphericity is a correlation test. The hypothesis is H0 : The variables have no correlation with each other. H1 : The variables are interrelated and define the significance level α= 0.05 .
45 4.5.1.1 Analysis of the suitability of independent variables from compound factors Marketing (7Ps Table 4.3 KMO and Bartlett's test of independent variables from market mix factors (7Ps KMO and Bartlett’s Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy 0.964 Bartlett's Test of Sphericity Approx. Chi-Square 5416.179 df 253 Sig. 0.000 In Table 4.3 the analysis of the data of the 22 independent variables from the market mix factor (7Ps showed a KMO value of 0.964, indicating that the collected data was suitable for the analysis of variable segmentation factors. (7Ps are appropriate to analyze factors. 4.5.2 Defining factor groups Based on the above analysis tests. It can be concluded that it is appropriate to use factor analysis techniques. Later, the researcher extracted the factors. In order to make the weight of the elements in the extracted factors more clear , the Varimax axis rotation method is used to determine the appropriate number of factors by considering the Eigenvalue greater than 1 and the Factor Loading of the metric in the factor must not be less than 0.3 . 4.5.2.1 Defining Marketing Mix Factor Groups (7Ps When considering the initial eigenvalue, it was found that a total of 3 new factors can be grouped, which can explain the variance of all the original independent variables by 57.151%, and when combined with the weight value of the elements after rotating the axis of the axis rotation factor, the factors can be grouped into 2 groups of factors as shown in Table 4.24.
46 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 feel that Hi App is easy to scan, pay, and provide 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 Service rates for financial transactions via Hi App are cheap and clearly specified. 5 There are discounts at various giveaway stores. 5 The service fee for transferring money to another person's account is reasonable. 6 Fast 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 giveaway 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, shops that accept payments. 9 It is widely advertised, attractive 11 There are various promotions such as freebies and various privileges.
47 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, shops that accept payments. 14 Support various mobile phone models 12 Fast 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 as well. 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 from the security of financial transactions. 19HI App has clear transaction categories. Easy to use the service 7.Hi App Performance Factor 2 Hi App performance factors and service process
48 Factors obtained from the review Factors obtained from factor analysis 20 Do you feel that HI App is up to standard compared to other banks? 1. Do you feel that HI App is up to 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 HI App are reliable to the decision to use the service. 3. You decide to use the service from the security of financial transactions. 4. The reputation and image of the Bank and HI App are reliable to 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 as well. 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. 4.6 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: Hypothesis 1: Marketing mix factors (4Ps that affect the satisfaction of Mobile Banking HI App users of Phongsavanh Bank customers, Vientiane Capital District.
49 Hypothesis 2: Efficiency and service factors affecting customer satisfaction of Mobile Banking HI App service 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, 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 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 square 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 percent is due to the influence of other variables. From Table 4.25, the hypothesis is H0: all independent variables are not correlated with the satisfaction of HI app users in Vientiane Capital Region and H1: at least one independent variable is associated with the satisfaction of HI app users in Vientiane Capital Region. The test showed that the F-test had a Sig. 0.001, This is less than the significant level at The definition is α= 0.05, so H0 can be rejected, indicating that there is at least one independent variable that correlates with user satisfaction of HI app services in Vientiane Capital Region
50 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, promotionsand 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 that there is no problem of multicollinearity by independent variables affecting the satisfaction of HI app users in Vientiane Capital Region. Statistically significant at the level of 0.05 (T-test of factors with a Sig. value less than 0.05 were 2 factors, performance factors and service processes. The results obtained from the analysis of the regression equation can answer the hypothesis of the research as follows: Hypothesis 1: Marketing mix factors (4Ps affecting customer satisfaction of Mobile Banking HI App service of Phongsavanh Bank customers, Vientiane Capital DistrictAccording to the results of the research, the Sig. value of the t-test of 0.993 is greater than the significance level of 0.05, which means that Hypothesis 1 cannot be accepted. Performance and service factors It does not affect the satisfaction of using Mobile Banking HI App service of Phongsavanh Bank customers, Vientiane Capital District.
51 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, which 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. so This developed mobile application effectively streamlines processes within spare parts inventory and responds well to user usage. Table 4.7 Competitor comparison table Transaction accuracy of mobile banking apps in each bank 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.
52 No. Mobile Banking issue Hi App, (BCEl One Indochina Bank (APB (JDB (LDB 7 You can see the amount of transfers between countries ( SWIFT. - - 8 Turn on/off manual card usage (ATM card - - - - - Accounting transactions 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 - - - - - Paying for services 1 Pay for goods and food services.
53 No. Mobile Banking issue Hi App, (BCEl One Indochina Bank (APB (JDB (LDB 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 - - - - - Other Services 1 Choose a silver kapao icon according to your birthday. 2 Cash as a gift to someone else - - -
54 No. Mobile Banking issue Hi App, (BCEl One Indochina Bank (APB (JDB (LDB 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 - - - 4.7 Analysis: Find the root cause of problems using strengths, weaknesses, hobas and obstacles (SWOT Analysis Analysis of strengths, weaknesses, opportunities and obstacles 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 business strategy. Strengths HI App is reasonable, safe and reliable. There are interesting promotions, and there are many service points and shops that accept payments. This makes it popular among general users, which is a result of the bank's reputation and good image. Weaknesses
55 The application limitation of Hi App is that it is 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. There is no function to withdraw money without a card through the kiosk, causing customers to lose interest. Opportunities Since it's still in the new launch phase, there's always a good chance that there will always be good promotions. According to the results of the field visit, the majority of customers who open a new account are from customers who are interested in receiving 5% cash back at participating stores with Phongsavanh Bank. Threats This is because Phongsavan Bank is a private bank. Therefore, adding Finlink or LNSW (Loa National Single Window functions is difficult. This function is a system used to pay importexport taxes. This part requires consultation with the government to run smoothly. If the importexport duty payment function can be added, it will meet the needs of the target group, namely government employees and private businesses. 4.8 Analysis of solutions to problems that arise using TOW Matrix TOWS Matrix or TOWS Analysis is a strategic tool used to strategize by analyzing external factors (Threats and Opportunities and internal factors (Weaknesses and Strengths, which is a development from SWOT Analysis (SWOT is Strengths, Weaknesses, Opportunities, Threats. as follows Strengths-Opportunities (SO With the strength of service and good image of the Bank, together with the opportunity to have attractive promotions always. Therefore, Phongsavanh Bank HI App is popular with general users and has the potential to attract new customers. Weaknesses-Threats (WT From the analysis of the weaknesses and obstacles of Phongsavanh Bank HI App, it was found that delays in launch and problems in use resulted in imperfections in management and problems in usability that need to be improved in order to accommodate the needs of more customers in the future. Strengths-Threats (ST
56 Phongsavanh Bank Mobile Banking HI App is strong in terms of service and image, but it faces challenges in developing additional functions such as import-export tax payments, which may require improvements in its treatment of the government and target customers in the future. Weaknesses-Opportunities (WO Mobile Banking HI App has just been launched, and There are still problems that arise in use. But there is still an opportunity to create interest and attract new customers through promotions. The more you buy, the more you get 5% cash back at participating stores, thus allowing customers to activate new accounts continuously.
57 Chapter 5 Summary, discussion, and suggestion According to the study, Factors affecting the satisfaction of using Mobile Banking HI App service of Phongsavan Bank customers, Vientiane Capital District. Research objectives 1. To study consumer behavior that affects the choice of mobile banking services of Phongsavan Bank in Vientiane Capital. Lao People's Democratic Republic 2.To study the relationship between demographic factors. 3. To study the relationship of marketing mix factors (7Ps) that affect job satisfaction Mobile Banking, Phongsavanh Bank in Vientiane Capital. Lao People's Democratic Republic 4.To study, compare and analyze the capabilities of Mobile Banking in PDR. This study included a sample of 404 male and female Phongsavan Bank customers aged 1 8-59 years using a random method. The sample is based on the YAMANE formula for calculating the sample and using cluster sampling, which is a sampling by dividing the population into areas without the need to make an inventory of the population and sampling the required number of people from that area. The instrument used was a questionnaire, analyzed using SPSS, analyzed data with statistics, including 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.
58 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 .
59 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 easy to use the service. 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 fee There are interesting promotions. There are many service points and merchants that accept payments, a good reputation and image of the bank. 2.Weaknesses The launch is slower than other banking apps, the back-end management system is unstable, there are frequent problems with payment scans. There is no function to withdraw money without a card through the kiosk. 3.Opportunities There are always interesting promotions, such as the 5% Cash Back promotion with participating stores. This promotion helps to attract new customers. 4.Threats Adding a cumbersome Fin link or LNSW function requires consultation with the government to implement it. Need quality improvement for future target customers Strength-Opportunity (SO With the strength of service and good image of the Bank, together with the opportunity to have attractive promotions always. Therefore, Phongsavanh Bank HI App is popular with general users and has the potential to attract new customers. Weakness-Obstacle (WT From the analysis of the weaknesses and obstacles of Phongsavanh Bank HI App, it was found that delays in launch and problems in use resulted in imperfections in management and
60 problems in usability that need to be improved in order to accommodate the needs of more customers in the future. Strengths-Obstacles(ST Phongsavanh Bank Mobile Banking HI App is strong in terms of service and image, but it faces challenges in developing additional functions such as import-export tax payments, which may require improvements in its treatment of the government and target customers in the future. Weaknesses-Opportunities (WO Mobile Banking HI App has just been launched, and There are still problems that arise in use. But there is still an opportunity to create interest and attract new customers through promotions. The more you buy, the more you get 5% cash back at participating stores. As a result, customers can continue to open new accounts. 5.2 Recommendations for banks Based on the data analyzed. It can be concluded that satisfaction with using the Mobile Banking HI App service of Phongsavanh Bank, Vientiane Capital Region is related to the efficiency factor of the service process. Transaction accuracy and security The image of the bank and HI App with credibility Good and friendly service. The staff can assist in solving problems and providing accurate and appropriate information. Indeed, it is good and should continue to maintain this standard even better in the future. In the next development, we should look for ways to improve our back-end management system or increase the Server Mobile Banking HI App standard to increase stability in order to reduce unstable scanning and frequent delays, as well as develop additional functions that can meet the needs of customers in the future. At the same time, it is wise to use the opportunity to promote more and more attractive promotions continuously to attract new customers and maintain the existing customer base.
61 5.3 Research limitations 1. Because the questionnaire data is specific. The questionnaire must be conducted for customers who use Mobile Banking HI App service only. This makes it difficult to collect data from target customers. 2. Data analysis is difficult to calculate. Sigs can be erroneous, and matrix values are difficult to achieve, so there is not much time to recalculate. 5.4 Next Research Recommendations 1. From the above research, the scope of research should be broadened, not specific to the sample as a customer. Phongsavanh Bank in order to make it easier and more comprehensive to the sample. For the Bank to take the findings of the research. Learn more and develop a mobile banking system to meet the needs of Users as many people as possible. 2. Should study the factors of online lending services and the choice of financial transaction channels with banks to know the factors that decide to choose and not to choose in order to develop the mobile banking system to be able to respond to the demand for services as much as possible.
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65 Appendix
66 No......... Questionnaire Story Factors affecting the satisfaction of using Mobile Banking HI App service of Phongsavanh Bank customers, Vientiane Capital District ......................................................................................................................................................... Objectives of the research 1. To study consumer behavior that affects the choice of services. Mobile Banking Phongsavan Bank in Vientiane Capital Laos 2. To study the relationship between demographic factors. Satisfaction with Mobile Banking at Phongsavan Bank in Lao People's Democratic Republic 3. To study the relationship of marketing mix factors (7Ps that affect job satisfaction Mobile Banking, Phongsavanh Bank in Vientiane Capital. Laos explanation This questionnaire is part of Khon Kaen University's undergraduate studies. To be used as data in 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 ✓ into the space that matches your information. 3. The information obtained from this inquiry will be kept confidential for educational purposes only.
67 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 hoof ☐ 1,000,001-2,000,000 hoof ☐ 2,000,001-4,000,000 KIP ☐ 4,000,001-6,000,000 KIP ☐ More than 6,000,001 kip ☐ No revenue 6. Family income per month ☐ Under 3,000,000 kip ☐ 3,000,001-4,000,000 hoof ☐ 4,000,001-6,000,000 hoof ☐ 6,000,001-8,000,000 hoof ☐ More than 8,000,001 kip ☐ No revenue
68 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 BankBCEL 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
69 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 EUR €500 4-6 times EUR €500 7-10 times EUR €500 More than 10 times month Facebook TV TikTok Radio YouTube Newspaper Magazine other
70 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 of Mobile Banking Services at Phongsavanh Bank Opinion level most very Fish middle little least Product Factor Hi App (Product 1. You feel that Mobile Banking is accurate, secure, and reliable. wide range of functions; Meet the needs of use. 2. You feel that Hi App is easy to scan, pay, and provide complete and clear information. 3. You feel that Hi App is easily accessible. Hi App (Price price factor 4. Service rates for financial transactions via Hi App are cheap and clearly specify. 5. The service fee for transferring money to another person's account is reasonable.
71 Preamble Preamble Preamble Preamble Preamble Preamble Preamble 6. The service fee for viewing historical account information is reasonable. Hi App (Promotion Promotion Factors 7. There are discounts at various giveaway stores. 8. There is news through public relations media about the adequate security system. 9. There is widespread advertising, attractive 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 13. Able to check the status of the money transfer, reducing the time to travel to the branch for financial transactions.
72 Preamble Preamble Preamble Preamble Preamble Preamble Preamble 14. Support to receive applications through various mobile phones. People Factor 15. Employees provide accurate customer information and can recommend the proper use of Mobile Banking. 16. Polite staff can help solve usage problems and listen to feedback from customers as well. Process Factors 17. Able to conduct financial transactions accurately, easy to use. No interruptions and no shortsightedness. 18. You decide to use the service from the security of financial transactions. 19. HI App has a clear category of transactions that are easy to use.
73 Market factors affecting service satisfaction Phongsavan Bank Opinion level most very Fish middle little least Performance Factor Hi App (Physical Evidence 20. Do you feel that HI App is up to standard? Compared to other banks 21. Do you feel that Hi App is standardized and accurate? 22. The reputation and image of the Bank and HI App are reliable to 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? Section 4 Suggestions and Comments .................................................................................................................................................................................... .................................................................................................................................................................................... ...................................................................................................................................................................................
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