Customer Satisfaction on Adoption of Mobile Banking Services: A Study with Special Reference to State Bank of India (SBI)
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 1
Abstract
Mobile banking technology which is the third era of technological innovation of banking sector after phone and net banking and comparatively its growth is phenomenal when compared to the first two eras. Currently in India the Mobile Banking is growing fast because demonetization of economy, the customers are opted for online banking and M- banking facilities provided by the bank and the world’s second largest subscriber base in mobile sector therefore this leads to increases the mobile banking users in india.The main objectives of the study is to highlight the theoretical background and current scenario of mobile banking services in Indian context and to examine the demographic profile of mobile banking users of SBI bank and to analysis the reasons for customers adoption of SBI mobile bank services and also to assess the customer usage of SBI mobile banking facilities. Finally this studycovers the customers satisfaction towards SBI mobile banking services in Mysuru city. The present study has been collected from primary data on the basis of issue questionnaire, the sample size for study was only 100 mobile banking users of SBI. For the purpose of analysis of data based on normality test applied for non-parametric tests such as, mean, standard deviation, MannWhitney U-Test and KruskalWallies Z-Test. Finally this study results Majority of the respondents has strongly agreed and opined the positive usage of mobile banking services provided by the SBI in Mysuru City.
Authors and Affiliations
Ms. Shilpa D. , Dr. Veena K. P.
Keywords
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- EP ID EP409414
- DOI 10.9790/487X-2001014450.
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