A Comparative Study on Customers’ Perception towards M-Banking Service Quality with respect to Gender across Public sector and Private Banks

Abstract

In this study, the SERVQUAL model is applied to investigate the perception of customers towards mobile banking service quality across both public sector banks as well as private banks in Odisha. So here in this research a comparative analysis has been done regarding customers perception towards M-Banking services across both public sector banks and private banks with respect to the demographic feature gender. A SERVQUAL questionnaire was designed and modified to get aligned with the mobile banking services offered by banks. A total of 386 responses were obtained for public sector banks and 291 responses were obtained for private banks. Each item of the SERVQUAL dimension i.e. Tangibility, Reliability, Responsiveness, Assurance and Empathy were measured under a 7 point scale ranging from Extremely Disagree-1 to Extremely Agree-7. From the results obtained, it concluded that the private bank customers are somehow relatively more satisfied towards the mobile banking services offered by them as compared to the mobile banking users of public sector banks