A COMPARATIVE STUDY ON CUSTOMERS’ PERCEPTION TOWARDS MBANKING SERVICE QUALITY WITH RESPECT TO GENDER ACROSS PUBLIC SECTOR AND PRIVATE BANKS

In this study, the SERVQUAL model is applied to investigate the perception of customers’ towards mobilebanking service quality across both public sector banks as well as private banks in Odisha. So here in thisresearch a comparative analysis has been done regarding customers’ perception towards M-Banking servicesacross both public sector banks and private banks with respect to the demographic feature ‘gender’. ASERVQUAL questionnaire was designed and modified to get aligned with the mobile banking services offeredby banks. A total of 386 responses were obtained for public sector banks and 291 responses were obtained forprivate banks. Each item of the SERVQUAL dimension i.e. Tangibility, Reliability, Responsiveness, Assuranceand Empathy were measured under a 7 point scale ranging from Extremely Disagree-1 to Extremely Agree-7.From the results obtained, it concluded that the private bank customers are somehow relatively more satisfiedtowards the mobile banking services offered by them as compared to the mobile banking users of public sectorbanks