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Exploring Mobile Banking Service Quality Dimensions for Public and Private Sector Banks in Indore District of Madhya Pradesh

The mobile and wireless market has been one of the fastest growing markets in the world and it is still growing at a rapid pace. Mobile devices are the most promising way to reach the masses and to create stickiness among current customers, due to their ability to provide services anytime, anywhere, with high rate of penetration and potential to grow. Mobile phones provide a platform for the bank to perform banking transactions in the form of Mobile Banking. The high penetration of mobile phones in India is the biggest driver for mobile banking in India. Most of leading banks such as ICICI, HDFC, SBI, etc., have successfully launched their mobile banking operations in India.This study has developed a scale to facilitate an empirical study to measure the service quality of mobile banking services offered by different banks operating in Indore region of Madhya Pradesh in India. For this purpose, quantitative research method was used, which included the design and distribution of a questionnaire and collection of empirical data, on which statistical analysis has been performed. Based on the results of the analysis of the empirical data, the present study has made an attempt to develop a scale for measuring the quality of mobile banking service. Also it identifies five mobile banking service quality dimensions such as MobileBanking - Assurance & Security; MobileBanking - Efficiency & Convenience; MobileBanking - Responsiveness; MobileBanking - Reliability; MobileBanking - Satisfaction.