A Study on Customer Satisfaction on Mobile Banking with special reference to ICICI Bank Joseph Sojan*, Sidharthan V Sarayu** *Assistant Professor, PG Department of Commerce and Research Centre, Vimala College, Thrissur, India. sojanshijil@gmail.com **Student, PG Department of Commerce and Research Centre, Vimala College, Thrissur, India. sarayusidharthanv@gmail.com Online published on 19 February, 2019. Abstract The speed and convenience of banking services is crucial for the fast growing competitive industry/business as well as for an individual. As the interMobile Banking is still in growing stage, mobile banking has emerged as the next advanced mode of banking. Mobile banking is an alternate channel for providing banking services like balance checks, payments and credit applications via a mobile device or PDA (Personal Data Assistant). ICICI Bank is one of the big four banks of India, along with State Bank of India, Bank of Baroda and Punjab National Bank*. The main mobile banking services provided by ICICI bank are iMobile, Pocket by ICICI Bank, SMS Banking, Mobile Money, Dial *99# (NUUP), call to pay etc. Hence, in this article the researchers made an attempt to analyze the satisfaction of mobile banking users of ICICI Bank, East Fort Branch, Thrissur by collecting data from 80 respondents on the basis of convenient sampling method, using a structured questionnaire developed by Abdul Jassim Mohammed (2009)†. The collected data was analyzed using appropriate statistical tools like percentage analysis and one sample t test. The results revealed that the respondents are satisfied with the mobile banking services provided by ICICI Bank, but some of them have low confidence towards the security and reliability while using mobile banking facilities. The study was concluded with a recommendation to provide awareness to customers to solve the concern about security and reliability issues and make them able to get the full benefits of mobile banking services. Top Keywords Mobile Banking, ICICI Bank, Customer Satisfaction, Security Issues, Customer Awareness Classes. Top |