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Study of Significant Predictors of Customer Satisfaction in Mobile Banking


Affiliations
1 Department of Business Administration, Chaudhary Devi Lal University, Sirsa, Haryana, India
2 Institute of Business Management, JCD Vidyapeeth, Sirsa, Haryana, India
3 Department of Commerce, Chaudhary Devi Lal University, Sirsa, Haryana, India
     

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The present study was conducted to know the significant predictors toward mobile banking in selected public, private and foreign banks. A sample of 187 respondents was selected based on judgment sampling from the banks, which are providing mobile banking facility to the customers from Delhi and NCR. To find out the patterns of relationship that exist among data-groups, statistical tools used for this purpose are Standard Deviation, Regression Analysis, t-test, Z-test. The results show that age has a significant impact on agreement on boost up of security risk solutions. There is a significant difference in the average agreement on boost up of security risk solutions, performance/service quality risk solutions, technological risk solutions and financial risk solutions in mobile banking of unmarried and married respondents. However, unmarried respondents consider security risk solutions, performance/service quality risk solutions, technological risk solutions and financial risk solutions to be more important than married respondents do to boost up mobile banking. It is recommended that SMS (short message service) and push messages for smart phones, customer authentication such as Personal Identification Numbers (PIN), review of privacy protection policies, providing information to the customers on the importance of safeguarding information in non-secure transactions arenecessary to boost up mobile banking amongst the customers. Customers should also be advised to have unbreakable passwords for the protection of their transactions.

Keywords

Predictors, Significant, Numbers, Privacy, Non-secure Transactions
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  • Study of Significant Predictors of Customer Satisfaction in Mobile Banking

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Authors

Sultan Singh
Department of Business Administration, Chaudhary Devi Lal University, Sirsa, Haryana, India
Sahila Chaudhary
Institute of Business Management, JCD Vidyapeeth, Sirsa, Haryana, India
Madhu Arora
Department of Commerce, Chaudhary Devi Lal University, Sirsa, Haryana, India

Abstract


The present study was conducted to know the significant predictors toward mobile banking in selected public, private and foreign banks. A sample of 187 respondents was selected based on judgment sampling from the banks, which are providing mobile banking facility to the customers from Delhi and NCR. To find out the patterns of relationship that exist among data-groups, statistical tools used for this purpose are Standard Deviation, Regression Analysis, t-test, Z-test. The results show that age has a significant impact on agreement on boost up of security risk solutions. There is a significant difference in the average agreement on boost up of security risk solutions, performance/service quality risk solutions, technological risk solutions and financial risk solutions in mobile banking of unmarried and married respondents. However, unmarried respondents consider security risk solutions, performance/service quality risk solutions, technological risk solutions and financial risk solutions to be more important than married respondents do to boost up mobile banking. It is recommended that SMS (short message service) and push messages for smart phones, customer authentication such as Personal Identification Numbers (PIN), review of privacy protection policies, providing information to the customers on the importance of safeguarding information in non-secure transactions arenecessary to boost up mobile banking amongst the customers. Customers should also be advised to have unbreakable passwords for the protection of their transactions.

Keywords


Predictors, Significant, Numbers, Privacy, Non-secure Transactions