Customer Perception of Mobile Banking Services: A Study of ICICI Bank and HDFC Bank

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Published: Jul 6, 2024
Keywords:
Mobile banking, Customer perception, Customer satisfaction, Service quality, ICICI Bank, HDFC Bank, Digital banking

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Mubasshara Hasan
Research Scholar, Department of Commerce and Business Management, Integral University, Lucknow, Uttar Pradesh, India, mubasshar@student.iul.ac.in
Dr. Moiz Akhtar
Associate Professor, Department of Commerce and Business Management, Integral University, Lucknow, Uttar Pradesh, India, makhtar@iul.ac.in

Abstract

With the rapid evolution of digital banking technologies, mobile banking has become integral to customer interactions in the financial sector. This study aims to assess customer satisfaction levels, identify key factors influencing perception, and compare experiences between the two banks. Employing a quantitative research approach, data was collected through surveys targeting customers familiar with mobile banking services. Findings reveal insights into customer satisfaction, perceived service quality, and preferences across different demographic segments. This comparative analysis not only contributes to existing literature on mobile banking but also provides actionable insights for banks to enhance service offerings and strengthen customer relationships in an increasingly digital era.

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How to Cite
Hasan, M., & Dr. Moiz Akhtar. (2024). Customer Perception of Mobile Banking Services: A Study of ICICI Bank and HDFC Bank. CINEFORUM, 64(2), 146–157. Retrieved from https://revistadecineforum.com/index.php/cf/article/view/107
Issue
Vol. 64 No. 2 (2024)
Section
Journal Article
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This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

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