The survey results showed that purpose of using service of customers are very different including checking bank account, transfer money, pay for purchases or pay for monthly bills such as electricity, telephone, TV cable, etc. Up to 448 customers equal to 77.5% use the service to check account at the bank, 346 persons (59.9%) use the service for the purpose of transfer money.
Number of customer using the service for the purpose of payment on the purchase and monthly bills account respectively 257 and 221 persons, equal to 44.5%
and 38.2%. Number of customer using the service for the purpose of the savings of 200 equal to 34.6%.
Table IV.4 Purpose of use mobile banking services
Purpose of the use Count Percent
Check account 448 77.5
Transfer money 346 59.9
Pay for shopping 257 44.5
Pay monthly bills 221 38.2
On/Off money savings 200 34.6
Source: Calculated from the survey data
However, the demographic characteristics affect the purpose of using service. Customers differ in age, gender, education level, occupation, etc. they also tend to use different purpose. The number of female customers use mobile banking services for the purpose of checking their accounts is 233, corresponding to 52%
ratio. Meanwhile, men use the service for this purpose is 215, corresponding to 48%.
Regarding the purpose of transferring money the results is the opposite direction. Women using the service for this purpose only 158, corresponding to 45.7%. Meanwhile, men use the service for this purpose is 188 respectively, corresponding to 54.3%. Using for procurement is also the same direction. Women using the service for this purpose is 123 respectively 47.9%. Meanwhile, men use mobile banking services for shopping purposes as 257 respectively 52.1%.
One thing to note is that woman using the service for purpose of savings deposits is higher than men. Total number of female is 107 (53.5%), whereas men use the service for this purpose is only 93 times (46.5%). The detailed results for the purpose of using service between male and female are shown in table IV.5.
Table IV.5 Purpose of use mobile banking services by gender
Purpose Female Male Total
Count Percent Count Percent Count Percent
Check account 233 52.0 215 48.0 448 100.0
Transfer money 158 45.7 188 54.3 346 100.0
Pay for shopping 123 47.9 134 52.1 257 100.0
Pay monthly bills 115 52.0 106 48.0 221 100.0
On/Off money savings 107 53.5 93 46.5 200 100.0
Source: Calculated from the survey data
The purposes of use mobile banking service are also difference between customers in urban and suburban areas. In general, both areas are used for the purpose of checking account mainly. However, the use of services for purposes of saving money and transaction in suburban areas are still lower than in center. Table IV.6 presents the customer's purpose of use mobile banking by the region.
Table IV.6 Purpose of use mobile banking services by region
Check account
Transfer money
Pay for shopping
Pay monthly bills
On/Off money savings Count Percent Count Percent Count Percent Count Percent Count Percent
Suburban 122 77.2 82 51.9 69 43.7 61 38.6 43 27.2 Center 326 77.6 264 62.9 188 44.8 160 38.1 157 37.4
Source: Calculated from the survey data
Characteristics of age for the purpose of use is also quite diverse. Customers using mobile banking services are most concentrated in the group of customer under 45 age. Customers over 45 years old is group use service at least. The detail ratio of use mobile banking service by age are shown in table IV.7.
Table IV.7 Purpose of use mobile banking services by age
Check account
Transfer money
Pay for shopping
Pay monthly bills
On/Off money savings Count Percent Count Percent Count Percent Count Percent Count Percent
Less than 25 132 70.6 100 53.5 69 36.9 66 35.3 68 36.4 From 25 to 35 220 84.0 160 61.1 128 48.9 118 45.0 92 35.1 From 35 to 45 88 80.7 80 73.4 54 49.5 33 30.3 32 29.4 From 45 to 55 2 20.0 4 40.0 4 40.0 2 20.0 4 40.0
Over 55 6 60.0 2 20.0 2 20.0 2 20.0 4 40.0
Source: Calculated from the survey data
The analytical results show that the use mobile banking services for various purposes increases with the educational level of the customer. In particular customers who got post graduate degree have ratio of the use mobile banking service higher than others, such as purpose of checking account up to 88.3%, transfer money is 81.7%, pay for monthly bills is 53.3% compared with lowest ratio of others respectively is 33.3% (secondary), 34.3% (high school) and 22.2% (college). However, the purpose of saving money has an opposite trend. the ratio of secondary level is 50%, meanwhile post graduate level is 28.3%. The details of result are shown in table IV.8.
Table IV.8 Purpose of use mobile banking services by education level
Check
account Transfer
money Pay for
shopping Pay monthly
bills On/Off money savings Count Percent Count Percent Count Percent Count Percent Count Percent
Secondary 4 33.3 8 66.7 4 33.3 6 50.0 6 50.0
High School 15 42.9 12 34.3 14 40.0 12 34.3 16 45.7
College 21 77.8 12 44.4 7 25.9 6 22.2 8 29.6
University 355 80.0 265 59.7 200 45.0 160 36.0 153 34.5 Graduated 53 88.3 49 81.7 32 53.3 37 61.7 17 28.3
Source: Calculated from the survey data
The survey results also showed the differences in occupational characteristics for purpose of use mobile banking service. Most customers working in business or state agencies agrees to use mobile banking service. The ratio of use service are so high, respectively 84.4% and 83.8% for checking account, 65.6% and 65.4% for transfer money. Meanwhile the remaining groups agree with lower ratio, such as retired, homemakers only 25% and 33.3% on checking account respectively, 16.7%
and 25% for transfer money.
Table IV.9 Purpose of use mobile banking services by occupation Business
or Self- Employed
Officer or
state area Un-
employer Pupil or
Student House-
wife Retirement Check
account
Count 179 201 18 44 4 2
Percent 84.4 83.8 64.3 56.4 33.3 25.0
Transfer money
Count 139 157 10 36 2 2
Percent 65.6 65.4 35.7 46.2 16.7 25.0
Pay for shopping
Count 90 126 11 24 4 2
Percent 42.5 52.5 39.3 30.8 33.3 25.0
Pay monthly bills
Count 81 110 8 16 4 2
Percent 38.2 45.8 28.6 20.5 33.3 25.0
On/Off money savings
Count 79 74 13 30 4
Percent 37.3 30.8 46.4 38.5 50.0
Source: Calculated from the survey data
Characteristics of income and use mobile banking services in Hanoi have a few difference in the purpose of use mobile banking service. There is a litter different between groups in the purpose of checking account that ranged from 76.8% to 86.7%
and pay for shopping ranged from 39.3% to 50%. But, the purpose of transferring money show significantly difference between groups.
The ratio of highest income group is 91.7% compare with 57.5% of group has income between 5 to 10 million. The purpose of pay for monthly billd accounted 36.0% to 52.8% except 21.4% ratio of group with income from 15 to 20 million. A special point in this aspect is group has middle income (from 15 to 20 million) use mobile banking for saving money is only 7.1%. The surveyed results are shown in table IV.10.
Table IV.10 Purpose of use mobile banking services by income
Income
(million) Check account
Transfer money
Pay for shopping
Pay monthly bills
On/Off money savings
Count Percent Count Percent Count Percent Count Percent Count Percent
Less than 5 106 76.8 84 60.9 65 47.1 60 43.5 54 39.1
From 5 to 10 180 84.1 123 57.5 106 49.5 77 36.0 67 31.3 From 10 to 15 78 86.7 63 70.0 40 44.4 44 48.9 30 33.3 From 15 to 20 18 64.3 23 82.1 11 39.3 6 21.4 2 7.1 Over 20 Million 28 77.8 33 91.7 18 50.0 19 52.8 12 33.3
Source: Calculated from the survey data