A COMPARATIVE STUDY ON CUSTOMERS’ PERCEPTION TOWARDS MBANKING 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