[01] Md Abdur Rouf, Department of Marketing, Hajee Mohammad Danesh Science & Technology University, Dinajpur, Bangladesh. [02] Md Asaduzzaman Babu, Department of Marketing, Hajee Mohammad Danesh Science & Technology University, Dinajpur, Bangladesh. [03] Most Afroza Khatun, Department of Marketing, Hajee Mohammad Danesh Science & Technology University, Dinajpur, Bangladesh. [04] Md Rasel, Research Institute of Economics and Management, Southwestern University of Finance and Economics, Chengdu, China. [05] Ajoy Kumar, Department of Marketing, Hajee Mohammad Danesh Science & Technology University, Dinajpur, Bangladesh.

Customer satisfaction is very much important to keep the customers attached to the organization. Mobile banking is a kind of service marketing and satisfaction is a burning issue here. In Bangladesh, mobile banking is a growing sector. The users of mobile banking have a lot of opinion and suggestion regarding mobile banking service. From this thinking, this study aims to assess the customer’s satisfaction level as well as the service gap of the services. To measure this satisfaction level and service gap, we have chosen bKash and Rocket as a familiar mobile banking service provider. This study based on descriptive research-based qualitative and quantitative data. Exactly the data were collected from 200 respondents through a structured questionnaire. We have used SERVQUAL model which have five dimensions and these five dimensions consist of 22 statements. We have used a 5-point Likert scale ranging from very dissatisfied to very satisfied. This study found that users of Rocket are satisfied that the users of bKash. The service gap of bKash was a little bit higher than Rocket. Whether we know that more gap implies less satisfaction and less gap implies more satisfaction. Finally, the service provider should increase their focus on these dimensions to meet their long-term goals.

Mobile Banking, Service Provider, SERVQUAL Model, Customer Satisfaction, Mobile Money, Bangladesh

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