• Malav Shah
• Dr. Bhavin Bhatt

If technological revolution is at its peak, one of the notable sectors of the economy where technology is one which control affairs with respect to customer service is BANKING. Information technology has basically been used under two different avenues in banking. One is communication and connectivity and other is business process. Over the years, banking has transcended from a traditional brick-and mortar model of customers queuing for services in the banks to modern day banking where banks can be reached at any point for their services. Today, banks have welcomed wireless and mobile technology into their boardroom to offer their customers the freedom to pay bills, planning payments while stuck in traffic jams, to receive updates on the various marketing efforts while present at a party to provide more personal and intimate relationships. This paper examines customer satisfaction of a new electronic payment service as mobile banking and service quality of mobile banking in Ahmedabad, Gujarat. A sample size of 101 account holders with SBI & ICICI bank was taken for the study and random sampling method was used. Both primary & secondary data’s were used for the study. This research is both quantitative and qualitative. This research is based on the data collected through “Questionnaire” with Mobile banking User and Non-user. Research method used for the study are Frequency, Percentage, Anova and t-test were applied to data analysis and interpretation. Regarding the profile of the selected customers from SBI and ICICI banks, it is inferred that the customers in the age group 20-29 years in both bank is the dominant group. The Study Result indicated that majority of respondents are happy by M-banking services for 24*7 transaction can be done at any place and at any time. Hence the study highlight that majority of respondent feel lack of security of information and Privacy while using M-banking so Banks should take several step for it. But most of the respondents are not happy with Unsecured of information by banks M-Banking service and addressing the grievances of the M-banking customers.

MPSP, Mobile Banking, Mobile Payments

"A Study of Customer Satisfaction Related To M-Banking: With Special Reference to SBI and ICICI Bank in Ahmedabad City, Gujarat", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 11, page no.594-600, November-2018, Available :http://www.jetir.org/papers/JETIR1811485.pdf

"A Study of Customer Satisfaction Related To M-Banking: With Special Reference to SBI and ICICI Bank in Ahmedabad City, Gujarat", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 11, page no. pp594-600, November-2018, Available at : http://www.jetir.org/papers/JETIR1811485.pdf