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Impact of Mobile Banking on Customer Satisfaction in Public vs Private Bank
Authors
Sourabh kumar sahu ,Fr. Dr. Robert Pradeep Kujur s.j.,Dr. Ajay kumar
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Keywords
Keywords: Mobile Banking, Customer Satisfaction, Public Sector Banks, Private Sector Banks, Digital Banking, Service Quality, Customer Trust, Banking Technology.
Abstract
Mobile banking has emerged as one of the most significant innovations in the modern banking sector, transforming the way customers access and utilize banking services. The increasing penetration of smartphones, internet connectivity, and digital payment systems has encouraged. customers to perform financial transactions through mobile applications without visiting physical bank branches. Mobile banking offers various facilities such as fund transfers, balance inquiries, bill payments, account monitoring, and other banking services, thereby enhancing convenience and accessibility for users. The present study examines the impact of mobile banking on customer satisfaction in public and private sector banks. The primary objective of the study is to analyse customer perceptions regarding mobile banking services and to compare satisfaction levels among users of public and private sector banking applications. The study also investigates the influence of factors such as ease of use, security, transaction speed, service quality, accessibility, reliability, and customer trust on overall satisfaction. The research is based on both primary and secondary data. Primary data were collected through a structured questionnaire administered to customers who regularly use mobile banking services, while secondary data were obtained from books, journals, research articles, banking reports, and online sources. The collected data were analysed using descriptive statistical techniques. The findings reveal that mobile banking has positively influenced customer satisfaction by making banking services faster, more convenient, and easily accessible. Customers of private sector banks generally reported higher satisfaction levels due to better application performance, faster transaction processing, and user-friendly interfaces. In contrast, customers of public sector banks expressed greater trust and confidence in the security and reliability of their banking institutions. Despite the overall positive perception, certain challenges such as technical issues, security concerns, and occasional service interruptions continue to affect customer experiences. The study concludes that mobile banking significantly contributes to customer satisfaction in both public and private sector banks. Banks should focus on improving digital infrastructure, strengthening cybersecurity measures, enhancing customer support, and increasing awareness regarding digital banking services. Continuous innovation and service improvement will be essential for sustaining customer satisfaction and ensuring the long term success of mobile banking platforms.
IJCRT's Publication Details
Unique Identification Number - IJCRT2607117
Paper ID - 311371
Author type - Indian Author
Page Number(s) - b139-b151
Pubished in - Volume 14 | Issue 7 | July 2026
DOI (Digital Object Identifier) -
No Of Downloads - 30
Author Country - India, 834001, Ranchi , Ranchi , 834001, Commerce All
Publisher Name - IJPUBLICATION | www.ijcrt.org | ISSN : 2320-2882
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Sourabh kumar sahu ,Fr. Dr. Robert Pradeep Kujur s.j.,Dr. Ajay kumar , "Impact of Mobile Banking on Customer Satisfaction in Public vs Private Bank ", International Journal of Creative Research Thoughts (IJCRT), ISSN:2320-2882, Volume.14, Issue 7, pp.b139-b151, July 2026, Available at :http://www.ijcrt.org/papers/IJCRT2607117.pdf
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ISSN: 2320-2882 Impact Factor: 7.97 and ISSN APPROVED Journal Starting Year (ESTD) : 2013
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ISSN: 2320-2882 Impact Factor: 7.97 and ISSN APPROVED Journal Starting Year (ESTD) : 2013
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