Measurement of Service Quality in Mobile Banking: An Empirical Study in Select Nationalised Banks

Reeshma Kj () and Dr. DUNSTAN Rajkumar A
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Reeshma Kj: School of Social Sciences and Languages, VIT University, Vellore, Tamil Nadu, India
Dr. DUNSTAN Rajkumar A: School of Social Sciences and Languages, VIT University, Vellore, Tamil Nadu, India

Journal of Internet Banking and Commerce, 2017, vol. 22, issue 01, 01-09

Abstract: This study examines the real time usage of mobile banking services in nationalised banks. In this era of technology, Mobile Banking is accepted as part of daily life. Mobile banking is an emerging application of mobile commerce that could become an additional revenue source to both banks and telecom services providers. It is a form of service convergence enabled by innovative technologies. With improvement of mobile banking technologies and devices, banking customers are able to operate banking services at anywhere and anytime. The aim of this study is to investigate the service quality performance of mobile banking in Nationalised Banks. This study was carried out by using both primary and secondary data. Simple random sampling method was adopted, using structured questionnaire. ANOVA was used to test the hypotheses of this study. This study found that customers appreciate the intervention of mobile banking in their daily life and at the same time, they are not still satisfied with the efficiency of mobile banking services in this study area.

Keywords: Mobile banking; Electronic banking; Mobile Devices; Service Quality (search for similar items in EconPapers)
JEL-codes: A11 (search for similar items in EconPapers)
Date: 2017
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