Mobile Banking Services and Customer satisfaction with reference to ICICI Bank - A Study

H Manjula Bai

doi:10.34293/commerce.v7i2.345

H Manjula Bai Faculty Member, Department of Post Graduate Studies and Research in Commerce, Kuvempu University, Shankaragatta, Karnataka, India

DOI: https://doi.org/10.34293/commerce.v7i2.345

Keywords: E-banking, EFT, ATMs, Mobile banking, Internet banking, Electronic Clearing Services[ECS], credit cards

Abstract

This paper is designed to study the extent of the recent developments in the mobile banking system in India, to know the optimistic and pessimistic influence of mobile banking on the customers of ICICI bank. For the purpose of study, the researcher has selected 50 respondents who have familiar with the modern technology of mobile banking. It particularly focused on the problems or the benefits availed from the mobile banking provided by ICICI bank. All levels of customers were surveyed by using questionnaire and the level of satisfaction or dissatisfaction from the mobile banking was studied. Finally the detail information about the benefits they had received were also considered. A small attempt have been made to understand the benefits of the mobile banking and also the limitation of mobile banking was studied with reference to ICICI Bank. Finally, it makes an attempt to offer suggestions to the bank to educate much more about mobile banking to its customer.