Impact of Mobile Banking on Overall Customer Satisfaction: An Empirical Study

The purpose of this paper is to analyze the impact of dimensions of Mobile Banking on Overall Customer Satisfaction separately in Public and Private Banks Across Security & Privacy, Accuracy, Accessibility and Easy to Use. A convenience sampling technique was used to recruit 320 customers through a well-designed questionnaire from three Public Banks i.e. SBI, Punjab National Bank and Bank of Baroda and three Private Banks i.e. ICICI, HDFC and Axis Bank of NCR, India. The questionnaire is representing the desired range of demographic characteristics e.g. Gender, Age, and Occupation. Data has been analyzed by Regression Test. This research showed that dimensions of Mobile Banking i.e. Security & Privacy in public banks, Accessibility and Ease of Use variables have significant impact on Overall Customer Satisfaction. Even though Accuracy and Security & Privacy in private banks variables do not have a significant impact on Overall Customer Satisfaction.

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The authors declare no conflict of interest.

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The datasets used in this study are openly available at [repository link] and the source code is available on GitHub at [GitHub link].

This work did not receive any external funding.