A Comparative Evaluation of Customer Perception and Satisfaction of M-banking and I-banking

摘要

Electronic banking is the latest delivery channel for banking services. Among the various channels of e-banking, Internet banking and mobile banking are considered to be the fastest developing areas. This research provides a comparative evaluation on some identified parameters of i-banking and m-banking. Primary data have been gathered from the three selected Indian PSBs from four major metro cities of India. The analysis indicates that for services like e-shopping, electronic fund transfer, utility bill payments, tax payments, and balance enquiry i-banking is more suitable as a channel of delivery. Those who have experienced m-banking have shown a clear inclination toward m-banking for value-added services like movie ticket booking. The factors identified from the perceptional analysis of i-banking indicate people like to use i-banking mainly for reducing the lead-time of operation and transaction intensive services. The analysis on the satisfaction level gives core service dimension and value added service dimension both for i-banking and m-banking. Both the channels have been found suitable to offer the various banking services that customers expect to receive from these services through these two channels because of the respective advantages of the channels. Therefore i-banking and m-banking can be regarded as complementary to each other.View full textDownload full textKEYWORDScore services, customer perception, customer satisfaction, i-banking, m-banking, utility services, value-added servicesRelated var addthis_config = { ui_cobrand: "Taylor & Francis Online", services_compact: "citeulike,netvibes,twitter,technorati,delicious,linkedin,facebook,stumbleupon,digg,google,more", pubid: "ra-4dff56cd6bb1830b" }; Add to shortlist Link Permalink http://dx.doi.org/10.1080/15475778.2012.676977