Main Article Content
Abstract
Technology has brought a paradigm shift in the ways the banking sector perform its operations. With the inventions of recent development in IT, the banking sector has adopted e- banking measures to make effective relationship with its customers and to satisfy its customers in an efficient manner. In the recent years, innovations made in the field of mobile phones forced the banking sector to explore the ways through which banking transactions could be performed over mobile phones with 24x7 access. In this paper, attempts have been made to study the customer satisfaction in regards with mobile banking services provided by banking sector. A structured questionnaire was developed and distributed among 120 customers of SBI, PNB, Bank of Baroda, ICICI, HDFC and Axis Bank. 104 Questionnaire were found complete and effective. Data was collected and analyzed on 8 parameters of mobile banking services offered by banks. Chi-square test was performed on the selected parameters to know the association between banks regarding mobile banking services provided by them. Out of 8 parameters, on 7 parameters which are ease of doing transactions, less mental efforts required , less risk is involved in mobile banking, it is quicker use mobile banking than traditional forms, information concerning to the mobile transactions cant not be tempered by others, mobile banking allow customers to manage finances effectively and no charges for mobile banking, there is significant difference among all banks. Mean Score was calculated to access the satisfaction level of customers and analysis revealed that most of the respondents are lie between strongly agree and agree which indicates mostly respondents are satisfied.