Digital-only bank mobile application development in Malaysia: enhancing customer experience

Chua, Huey Mei (2022) Digital-only bank mobile application development in Malaysia: enhancing customer experience. Final Year Project, UTAR.

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Abstract

Customers’ digital lives are being accelerated nowadays, thanks to increased internet penetration, smartphone use, and access to wider networks. In this environment, traditional banks confront a major problem in sustaining and growing their business in the face of digital disruption and the rise of new client expectations. The term “digital-only bank” is introduced which refers to the development of banking services and the delivery of products and services via mobile devices without needing a physical branch to operate. The purpose of this project is to enable customers to obtain financial services through mobile devices more easily to let them have a look of their financial status, introduce the impact of financial inclusion on economic growth to reduce the population with unbanked and underbanked individuals and lift them out of poverty and social inequality, and provide transparency in the transaction. As a result, creating technology in the banking sector is critical for attracting customers, and improving technology from the customer's perspective is also critical. Methodology adopted in this project is prototype model which consists of six phases. By using this methodology, it is easier to improve or remaking the prototype after getting user feedback whenever each phase completed. This is to ensure the satisfaction of customers toward digital banking and to find out problems encountered by customers. This paper discusses a few relevant literature reviews, research analysis, research findings, and conclusion of this study.

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