A study on Customer Satisfaction of Public Sector Bank’s Mobile Application with reference to Coimbatore City

Abstract

Technological advancement helps the people to reach their task from home with less cost. People from the entire field may use this advancement, network service providers and device much support for it. Now 4G network provides more speed and the mobile handset also more speed and storage, it all support the technological advancement. Convenient sampling method to collect data. Researcher had google sheet for data collection, shared the link after had discussion with the sample respondents. Google sheet linked shared only with the individuals with confirmation, not shared in any WhatsApp group. Twenty-five questionnaires were printed and distributed directly the respondents and two hundred digital questionnaires distributed through WhatsApp. Out of that 23 hard questionnaire and out of two hundred digital questionnaires, 194 were filled by the sample respondents. Finally, 217 questionnaires were taken for this study; there is no discrepancy in data analysis about these samples. Objectives of the study are following. Personal details of the respondents have to present, the second will be regarding variable finding and analysis of satisfaction level and third objective is to offer suggestions to the public sector banks to retain the customers and provide the best service. Bank's mobile application is convenient to maintain the credit card outstanding and payment details. The satisfaction of bankers' mobile application is only medium level. Banks may conduct more study periodically to measure the level of utilization and satisfaction to improve the mobile application and satisfy their customers.