CUSTOMER SATISFACTION TOWARDS MOBILE BANKING SERVICES WITH REFERENCE TO PUBLIC SECTOR BANKS IN TIRUCHIRAPALLI CITY

M. Habeebur Rahman, M.I. Mohamed Ibrahim

Abstract


Indian Banking has gone tremendous changes over time and the entry of public sector banks has transformed the Indian Banking both structurally and functionally. To attain the high level customer’s satisfaction and to retain the customer’s base, it is important for the bank to deliver quality to its customers. Hence, the study analyzed relative customer’s satisfaction levels of public sector banks. Using a descriptive study, the data’s are collected through primary data from 120 public sector mobile banking users in Tiruchirappalli city. The respondents are selected using a simple random sampling. The result of the study found that availability of information on m-banking, the significant to adopting and use of m-banking by customers.

Keywords


Indian Banking, Customers Satisfaction, M-Banking, Quality Services, Levels of information, Availability of Information.

References


Krishnamoorthy V, and Srinivasan R. (2016), "Internet Banking as a tool for Customer Relationship Managements – A Study on Customer Perspective", Indian Journal Of Research, Vol.2(2), pp.187–190.

Sujatha S, and Arumugam N. (2017). "Customer Satisfaction in Indian Banking Sector", International Journal of Applied Services Marketing Perspectives, Vol.2(1), pp.296–302.


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