Quality Aspects of Mobile Banking - Public and Private Sector Banks in India
In response to the increased global competition within the banking industry, financial institutions are diligently exploring the deployment of new banking technologies to improve both the quality of their banking infrastructure and customer. The purpose of this study is to assess the quality aspects...
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| Format: | Article |
| Language: | Russian |
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Government of the Russian Federation, Financial University
2025-05-01
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| Series: | Финансы: теория и практика |
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| Online Access: | https://financetp.fa.ru/jour/article/view/3602 |
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| author | M. N. Koti P. Verma N. Singh |
| author_facet | M. N. Koti P. Verma N. Singh |
| author_sort | M. N. Koti |
| collection | DOAJ |
| description | In response to the increased global competition within the banking industry, financial institutions are diligently exploring the deployment of new banking technologies to improve both the quality of their banking infrastructure and customer. The purpose of this study is to assess the quality aspects (information quality and service quality) of mobile banking on perceived satisfaction and word of mouth and the variation in the proposed relationship between public and private sector banks in India. The research methodology: for data collection, a survey was conducted on 230 mobile banking users by using a random sampling technique. For analysis we used partial least square structural equation modelling with the help of Smart PLS 4.0. The result depicts that perceived satisfaction is significantly impacted by service quality, and also the impact of perceived satisfaction on word of mouth is positively significant, which indicates the importance of quality parameters during the use of m-banking. Meanwhile information quality was found to have an insignificant effect on perceived satisfaction. The variation demonstrates that the impact of service quality on perceived satisfaction was stronger in the public sector banks than in the private sector banks. The findings of the study will help in improving retention rate of m-banking consumers and determining consumer preference in different sectors of banks. |
| format | Article |
| id | doaj-art-5d235a38e8ca469aae2d7b5b74c1e995 |
| institution | Kabale University |
| issn | 2587-5671 2587-7089 |
| language | Russian |
| publishDate | 2025-05-01 |
| publisher | Government of the Russian Federation, Financial University |
| record_format | Article |
| series | Финансы: теория и практика |
| spelling | doaj-art-5d235a38e8ca469aae2d7b5b74c1e9952025-08-20T03:35:20ZrusGovernment of the Russian Federation, Financial UniversityФинансы: теория и практика2587-56712587-70892025-05-0129210711910.26794/2587-5671-2025-29-2-107-1191260Quality Aspects of Mobile Banking - Public and Private Sector Banks in IndiaM. N. Koti0P. Verma1N. Singh2Amity UniversityAmity UniversityJaipuria Institute of ManagementIn response to the increased global competition within the banking industry, financial institutions are diligently exploring the deployment of new banking technologies to improve both the quality of their banking infrastructure and customer. The purpose of this study is to assess the quality aspects (information quality and service quality) of mobile banking on perceived satisfaction and word of mouth and the variation in the proposed relationship between public and private sector banks in India. The research methodology: for data collection, a survey was conducted on 230 mobile banking users by using a random sampling technique. For analysis we used partial least square structural equation modelling with the help of Smart PLS 4.0. The result depicts that perceived satisfaction is significantly impacted by service quality, and also the impact of perceived satisfaction on word of mouth is positively significant, which indicates the importance of quality parameters during the use of m-banking. Meanwhile information quality was found to have an insignificant effect on perceived satisfaction. The variation demonstrates that the impact of service quality on perceived satisfaction was stronger in the public sector banks than in the private sector banks. The findings of the study will help in improving retention rate of m-banking consumers and determining consumer preference in different sectors of banks.https://financetp.fa.ru/jour/article/view/3602m-bankinginformation qualityservice qualityperceived customer satisfactionis success theoryword of mouthpublic sector banksprivate sector banksdelone and mclean model |
| spellingShingle | M. N. Koti P. Verma N. Singh Quality Aspects of Mobile Banking - Public and Private Sector Banks in India Финансы: теория и практика m-banking information quality service quality perceived customer satisfaction is success theory word of mouth public sector banks private sector banks delone and mclean model |
| title | Quality Aspects of Mobile Banking - Public and Private Sector Banks in India |
| title_full | Quality Aspects of Mobile Banking - Public and Private Sector Banks in India |
| title_fullStr | Quality Aspects of Mobile Banking - Public and Private Sector Banks in India |
| title_full_unstemmed | Quality Aspects of Mobile Banking - Public and Private Sector Banks in India |
| title_short | Quality Aspects of Mobile Banking - Public and Private Sector Banks in India |
| title_sort | quality aspects of mobile banking public and private sector banks in india |
| topic | m-banking information quality service quality perceived customer satisfaction is success theory word of mouth public sector banks private sector banks delone and mclean model |
| url | https://financetp.fa.ru/jour/article/view/3602 |
| work_keys_str_mv | AT mnkoti qualityaspectsofmobilebankingpublicandprivatesectorbanksinindia AT pverma qualityaspectsofmobilebankingpublicandprivatesectorbanksinindia AT nsingh qualityaspectsofmobilebankingpublicandprivatesectorbanksinindia |