Volume : IV, Issue : IV, April - 2014

Conceptual Model for Assessing Service Quality of Mobile Banking

Dr. V. Mallikarjuna, Mr. S. Reddy Murali

Abstract :

 The exponential growth in use of mobile phones and drastic fall in the mobile data and SMS charges have paved way for yet another channel to provide banking services, the mobile banking. In India, mobile banking is gaining popularity, albeit slowly. The widely accepted SERVQUAL model for measuring quality of services has been modified as E–S–QUAL to assess the quality of e–services. There are many studies on the e–service quality in the context of internet/electronic banking. But the literature on the quality dimensions of mobile banking is scanty. There is a clear need for a conceptual model for measuring service quality of mobile banking services. The present study extensively reviews the theoretical foundations of service quality in the context of electronic banking and mobile banking to suggest a model for assessing the service quality of mobile banking.

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Dr. V. Mallikarjuna, Mr. S. Reddy Murali Conceptual Model for Assessing Service Quality of Mobile Banking Indian Journal of Applied Research, Vol.IV, Issue. IV

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