Customer Perception on Online Banking System in Bhutan: A Study on Mobile Banking of Bank of Bhutan

A descriptive study on customer satisfaction on mBoB (Mobile Bank of Bhutan) service in Bhutan examined the satisfaction level and challenges faced by mBoB users in Bhutan. For this purpose, a primary data was collected with the help of structured questionnaire consisting 28 items. A convenience sampling technique was adopted to select a total of 150 respondents around Bhutan locality. The data gathered were analyzed with the help of descriptive statistics like simple frequency, percentages and mean. The study revealed that factors to ease of use, security, accessibility for 24 hours were statistically significant and has positive effects on customer satisfaction on using mBoB. The study also shows that strong internet is mandatory to access the service as weak internet hampers while accessing the service.