Service Quality of Mobile Banking Services in ICICI Bank Limited

Ayswarya, R.; Sarala, D.; Muralidharan, Pushkala; Ilankadhir, M.

doi:10.4236/jssm.2019.125045

Cited by 6 publications

(11 citation statements)

References 0 publications

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“…Mobile Banking concept: Mobile Banking is a service provided by banks or other financial institutions that allows customers to conduct financial transactions remotely using mobile phones or computer boards. Mobile banking is encrypted in a software, also known as an application, released by the bank or financial institution [1][2][3]. Mobile Banking is built on a mobile device platform as an economic and banking transaction channel for individuals and businesses.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The demand for the convenience of banking services is also increasing. Using science and technology in the banking and finance sector helps banks reduce costs, improve operational efficiency, and benefit customers [1,2].…”

Section: Introductionmentioning

confidence: 99%

“…Mobile Banking allows customers to use mobile devices and smartphones to transact anytimeand anywhere. On the other hand, Mobile banking,a service product that brings high business efficiency, does not cost much, creates initiative for users, reduces pressure on over-the-counter transactions, and has little risk, so developing Mobile Banking services brings excellent benefits to banks [1,2]. In particular, from 2019 until now, with the emergence of the COVID-19 epidemic and social distancing, the need to use the conveniences of Mobile banking services has become even more significant and necessary for everyonein terms of helping make payments quick, proactive, easy, and effective.…”

Section: Introductionmentioning

confidence: 99%

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Factors affecting the quality of Mobile banking services of SHB in Dong Nai province

Phan Thành Tâm,

Ngô Tiến Thọ,

Trần Chí Tâm

2024

JSLHU

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Developing Mobile banking services for commercial banks is an urgent issue to meet the needs of the people, especially in the context that Vietnamese Government wants to promote the process of non-cash payments, with fierce competition in the market and fundamental similarities between banking services. Providing high-quality Mobile banking services is challenging for Vietnamese banks today. Among 520 customers surveyed using Mobile banking services at the SHB Dong Nai branch, the study collected 494 votes, a rate of 95.00%. The research results show that the six factors are arranged in order of priority for implementing policy implications from high to low. Reliability (0.427), cost perception (0.407), responsiveness (0.313), empathy (0.189), tangibles (0.152), and competence (0.114) are the beta coefficients normalized from highest to lowest. These research results have implications for policymakers who need to prioritize implementation.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Factors affecting the quality of Mobile banking services of SHB in Dong Nai province

Phan Thành Tâm,

Ngô Tiến Thọ,

Trần Chí Tâm

2024

JSLHU

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“…The software developed by ICICI incorporates a multitude of features, including bill payments, fund transfers, credit card usage options, and additional functionalities (Jha 2018). In addition, it enables customers to access their accounts and other banking services using a web browser using ICICI Bank's online banking platform (Ayswarya et al 2019). The portal offers functions including online bill paying, financial transfers, and account opening.…”

Section: Icici Bankmentioning

confidence: 99%

Digital Banking through the Uncertain COVID Period: A Panel Data Study

Singh

Goundar

Chandran

et al. 2023

JRFM

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This research investigates how the uncertainty caused by the COVID-19 pandemic has affected digital banking usage in India. The study is made by utilizing a panel of data consisting of 108 firm-month observations during covid period from 2020 to 2022, with data mainly collected to analyze the impact of COVID-19 uncertainty. Most of the determinants were collected from the RBI data website. The main emphasis of this study is on the utilization of digital banking services in the context of the pandemic, and the research assesses the factors that have influenced this trend, including the number of physical bank branches, the utilization of debit and credit cards at automated teller machines (ATMs) and points of sale (PoS), as well as the level of economic policy uncertainty (EPU). The analysis was conducted using panel regression analysis, a suitable method for handling the error components in the model that are either fixed or random. The findings indicate that the uncertainty caused by the pandemic has had a negative impact on the use of digital banking services. Additionally, the study highlights that the usage of debit and credit cards at PoS has significantly contributed to promoting the progress of digital banking services during the pandemic. Overall, this study provides valuable insights into how digital banking services have evolved during a period of significant uncertainty and disruption.

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“…Hence this becomes problematic for KBS firms to control the key resources for competitiveness. Generally, assessing the quality of service is difficult especially before the customer experiences it (Ayswarya et al, 2019;Harvey, 1998). However, unlike in most service operations such as restaurants or dry cleaning services, the KBS customers are typically unaware of what to expect during the service encounter (Nordenflycht, 2010).…”

Section: Introductionmentioning

confidence: 99%

Quality Management, Customer Inputs and Operational Complexity in Knowledge-Based Service Operations

Inyo,

Githii

2022

JSSM

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Managing complex service operations requires a comprehensive understanding of the fundamental dynamics and intricacies that affect the performance of service firms. This study is a review of the critical literature on how quality management, customer inputs, and operational complexity are interrelated and their respective influence on the delivery of knowledge-based service operations. Research propositions are developed to illustrate the key relationships among concepts and basic components of service quality, indispensable customer inputs, and prime sources of operational complexity. The study identifies two dimensions of quality; process quality and output quality and four categories of customer inputs; physical presence, task performance, material belongings, and information and knowledge. The study pinpoints four sources of operational complexity; complicatedness, uncertainty, interrelatedness, and multiplicity. A conceptual model is developed as a foundation for future research, particularly in service delivery systems, customer evaluation tools, and complex systems. The study extends knowledge of how knowledge-based service operations can enhance productivity by managing quality, customer inputs, and operational complexity.

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Service Quality of Mobile Banking Services in ICICI Bank Limited

Cited by 6 publications

References 0 publications

Factors affecting the quality of Mobile banking services of SHB in Dong Nai province

Factors affecting the quality of Mobile banking services of SHB in Dong Nai province

Digital Banking through the Uncertain COVID Period: A Panel Data Study

Quality Management, Customer Inputs and Operational Complexity in Knowledge-Based Service Operations

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