Munich Personal RePEc Archive

An Analysis of the Effects of Service Quality on Society of Mobile Technology Applications Used by Banks

Goyal, Krishna (2022): An Analysis of the Effects of Service Quality on Society of Mobile Technology Applications Used by Banks. Published in: Amity University Press , Vol. 4, No. 2 (16 October 2022): pp. 57-65.

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The banking industry has undergone significant changes over the past few decades as a result of changes in consumer demand as well as technological advancements, particularly in the area of computer and online technology, as well as increased competition from banks and other financial institutions. Banks today are increasingly reliant on technological advancements and techniques to be able to provide their customers with the services they need. As a result of the proliferation of mobile applications, many banks are now providing their services through different mobile applications, taking the place of traditional brick-and-mortar banks. Technology advancements in the banking industry, particularly those relating to mobile applications, have been a major source of competitiveness among banks and financial institutions. The use of technology has opened up the ways for banks to reduce their costs, increase productivity, and build efficient customer relationships. In developed and developing countries alike, most banks providing mobile banking services are using mobile apps banking as a means of meeting their customers' needs and providing services. It is important for banks to pay more attention to the service parameters related to mobile services in order to maintain a positive relationship between them and their customers in terms of customer trust.

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