Header menu link for other important links
Effects of mobile banking service quality on customer satisfaction in private sector and public sector banks of Vellore, Tamil nadu
K.J. Reeshma,
Published in Serials Publications
Volume: 15
Issue: 26
Pages: 289 - 295
Mobile banking plays a vital role in Indian banking sector. In the banking sector service quality is the utmost essential measure for evaluating and satisfying customers. Customer loyalty and retention rate of customers can also be constructed. This study uses SERVQUAL model which consists of reliability, assurance, tangibles, empathy and responsiveness. Previous studies suggested that the perceptions and expectations of the customers are likely to be dissimilar in terms of mobile banking service quality. This study has been pursued to find out the gap between the five dimensions of mobile banking service qualities of Vellore District, Tamil Nadu. Based on this study, it is concluded that the service quality of mobile banking is better in public sector banks in terms of assurance provided to the customers than in private sector banks. In case of responsiveness, private sector banks provide a better mobile banking service quality than public sector banks. Hence, service quality of mobile banking plays a decisive role in both public and private sector banks. © Serials Publications Pvt. Ltd.
About the journal
JournalInternational Journal of Applied Business and Economic Research
PublisherSerials Publications