MOBILE BANKING SERVICE QUALITY AND CUSTOMER SATISFACTION: AN OCCUPATIONAL GROUP ANALYSIS IN MAHARASHTRA

This study examines customer perceptions and satisfaction with mobile banking services in Maharashtra, India, focusing on how these perceptions vary across different occupational groups. A total of 573 respondents from six districts of Maharashtra (India) participated in an online survey using a 3-point Likert scale. The study investigates several key factors affecting the quality of mobile banking services, including ease of use, scope, speed, privacy, safety, reliability, responsiveness, cost-effectiveness, usefulness, and app appearance. The analysis reveals significant differences in perceptions regarding safety and cost-effectiveness across occupational groups, while other factors such as ease of use and usefulness showed no notable variations. The study contributes to understanding customer satisfaction with mobile banking and provides insights for service providers to improve their offerings, particularly in catering to different user demographics.