FACTORS INFLUENCING DIGITAL BANKING SERVICE QUALITY: A COMPARATIVE STUDY BETWEEN SBI AND ICICI BANK IN BANGALORE

Authors

  • Dr. Arti Singh Assistant Professor1, Department of Commerce, Kristu Jayanti College (Autonomous),Bangalore
  • Dr. Sarita Rana Assistant Professor2, Department of Commerce, MSI, Delhi
  • Sridhar M Assistant Professor3, PG Coordinator, SEA College of science commerce and arts, Bangalore
  • Dr. Divya Kumar Agrawal Chief Manager (Research)4, State Bank institute of credit and risk management, Gurugram
  • Dr. Mohammed Khizerulla Head -Department of Commerce5, HKBK Degree College, Bengaluru

Keywords:

DigitalBanking, CustomerPerception, ServiceQuality, ICICI, SBI.

Abstract

Digital banking services in India plays an important role since 5 years as the customers are looking beyond the traditional way of banking. Digital banking Services like Electronic Fund Transfer(NEFT,RTGS,IMPS), UPI, ATM, Cash deposit machine, Mobile Banking Application, Debit Card, Credit Card are growing exponentially since 2017 due to the several initiative by government like incentives for customers and merchants, Demonetization, financial inclusion and for customer and tradersown interest and lastly due to Covid-19. Study conducted in the Bangalore region by using purposive sampling technique. The sample for the study was collected using structured questionnaire with the help of Google form and sample size was 101.

Study found that SBI is strong as compared to ICICI with respect to factors such as Efficiency, System availability, Fulfillment, responsiveness, website design. But whereas ICICI is showing positive significance in the case of Privacy and Website design is concerned.

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Published

2022-09-30

How to Cite

Singh, D. A. . ., Rana, D. S. . ., M, S. ., Agrawal, D. D. K. . ., & Khizerulla, D. M. . (2022). FACTORS INFLUENCING DIGITAL BANKING SERVICE QUALITY: A COMPARATIVE STUDY BETWEEN SBI AND ICICI BANK IN BANGALORE. The Journal of Contemporary Issues in Business and Government, 28(3), 63–71. Retrieved from https://cibgp.com/au/index.php/1323-6903/article/view/2350

Issue

Vol. 28 No. 3 (2022): The journal of contemporary issues in business and government

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Articles

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