Author(s)

R. Ayswarya¹, D. Sarala¹, P. Muralidharan², M. Ilankadhir³

¹PG & Research Department of Commerce, Cauvery College for Women (Autonomous), Tiruchirappalli, India.
²Department of Commerce, St. Joseph’s College of Commerce (Autonomous), Bangalore, India.
³School of Management Studies, Sathyabama Institute of Science and Technology, Chennai, India.

Purpose: Mobile banking is the latest and most innovative service offered by Banks. The purpose of the study is to investigate the determinants of service quality of mobile banking services in ICICI. Methodology: This study was conducted by using empirical research and Cluster cum Simple random sampling method has been adopted for a sample size of 100 respondents using mobile banking services in ICICI bank Limited. Findings: 35 percent of the respondents are using the SMS mode of mobile banking services. The dimensions of service quality factors of mobile banking services maintained by ICICI Bank Ltd are Convenience, Responsiveness, Security, Accessibility, Assurance, Knowing the customer and efficiency mobile banking services. The factors that satisfy the customers’ level towards mobile banking services offered by ICICI Bank Ltd. are banking activities, banking products and other services. The reasons for using mobile banking services are Convenient services, Time-saving and quick service. Originality/Values: This paper shows that the mobile banking service quality dimensions are an important factor to satisfy the customers. The outcomes of this study enhance the knowledge on the performance of ICICI bank as well as customer satisfaction, which are invaluable to all the bank managers and industry players in improving their services.

Customer Satisfaction, Service Quality, Mobile Banking Services

Ayswarya, R. , Sarala, D. , Muralidharan, P. and Ilankadhir, M. (2019) Service Quality of Mobile Banking Services in ICICI Bank Limited. Journal of Service Science and Management, 12, 649-664. doi: 10.4236/jssm.2019.125045.