Service Quality of Mobile Banking Services in ICICI Bank Limited
- 1 PG & Research Department of Commerce, Cauvery College for Women (Autonomous), Tiruchirappalli, India
- 2 PG & Research Department of Commerce, Cauvery College for Women (Autonomous), Tiruchirappalli, India
- 3 Department of Commerce, St. Joseph’s College of Commerce (Autonomous), Bangalore, India
- 4 School of Management Studies, Sathyabama Institute of Science and Technology, Chennai, India
Abstract
Purpose: Mobile banking is the latest and most innovative service offered by Banks. The purpose of the study is to investigate the determinants of service quality of mobile banking services in ICICI. Methodology: This study was conducted by using empirical research and Cluster cum Simple random sampling method has been adopted for a sample size of 100 respondents using mobile banking services in ICICI bank Limited. Findings: 35 percent of the respondents are using the SMS mode of mobile banking services. The dimensions of service quality factors of mobile banking services maintained by ICICI Bank Ltd are Convenience, Responsiveness, Security, Accessibility, Assurance, Knowing the customer and efficiency mobile banking services. The factors that satisfy the customers’ level towards mobile banking services offered by ICICI Bank Ltd. are banking activities, banking products and other services. The reasons for using mobile banking services are Convenient services, Time-saving and quick service. Originality/Values: This paper shows that the mobile banking service quality dimensions are an important factor to satisfy the customers. The outcomes of this study enhance the knowledge on the performance of ICICI bank as well as customer satisfaction, which are invaluable to all the bank managers and industry players in improving their services.
- Tugiramasiko, M. (2018) Analysing Factors Affecting Mobile Banking of Commercial Banks in Uganda: Case of Centenary Bank Uganda Limited, Kireka Branch. Makerere University, Kampala. http://dspace.mak.ac.ug/bitstream/handle/10570/6931/Tugiramasiko-cobams-mfs.pdf?sequence=1&isAllowed=y
- https://www.statista.com/statistics/257048/smartphone-user-penetration-in-india/
- https://www.statista.com/statistics/274774/forecast-of-mobile-phone-users-worldwide/
- Sivesan, S. (2012) Service Quality and Customer Satisfaction: A Case Study-Banking Sectors in Jaffna District, Sri Lanka. International Journal of Marketing, Financial Services & Management Research, 1, 1-9.
- Charul, V. (2009) Mobile Banking in India. Perception & Statistics Vital Analytics.
- Khatri, P. and Ahua, Y. (2010) Comparative Study of Customer Satisfaction in Indian Public Sector and Private Sector Banks. International Journal of Engineering and Management Sciences, 1, 42-50.
- Uppal, R. (2011) Mobile Banking in India: An Empirical Analysis. In: Banking with technology, Udaipur, India, 29-36.
- Gamoorthy Avinanya, S.A. (2012) Mobile Banking: An Analysis. Asian Journal of Research in Banking and Finance, 1, 56-66.
- Devadevan, V. (2013) Mobile Banking in India: Issues and Challenges. International Journal of Emerging Technology and Advanced Engineering, 3, 516-520.
- Shamser, S. (2014) The Impact and Adoption of Mobile Banking in Delhi. International Research Journal of Business and Management, 1, 19-31.
- Balakrishnan, L. (2016) Factors Affecting Mobile Banking Services: An Empirical Study. ISBR Management Journal Research Center, 1, 23-29.
- Suresh, A.S. and Singh, T. (2017) A Study of Changing Consumer Behaviour for Mobile Banking Service in India. International Journal of Arts, Management and Humanities, 6, 72-75.