An Analysis of Students' Satisfaction on Mobile Banking Service of Rocket: A Case Study on Islamic University

Mobile banking has rapidly grown in Bangladesh, providing essential financial services to underserved populations, particularly students, through platforms like Rocket (DBBL Mobile Banking). This study evaluates the satisfaction level of students at Islamic University regarding Rocket’s mobile banking services, focusing on service quality, security, perceived cost, and ease of use. A descriptive research method was employed, using a structured questionnaire distributed to 100 students at Islamic University who are Rocket users. The survey examined variables such as service quality, security, perceived cost, and perceived ease of use. Data were analyzed using descriptive statistics, Pearson correlation, and multiple regression analysis to identify the factors affecting satisfaction. The analysis revealed that 72% of respondents were male, and 83% were aged between 21 and 25 years. Approximately 67% of students had used Rocket for over one year. Perceived ease of use had the highest influence on satisfaction (69.8%), followed by perceived usefulness (51%). Security and perceived cost had moderate impacts, with 46% and 44% correlations, respectively. Service quality showed a weaker correlation (26.7%), indicating room for improvement. Overall, 75% of students expressed satisfaction with Rocket’s services, though concerns regarding transaction delays and service charges were noted. The findings indicate that while students are generally satisfied with Rocket’s mobile banking services, improvements in service quality and reduced transaction costs are needed to enhance overall satisfaction.