A STUDY OF MOBILE BANKING SERVICES BY STATE BANK OF INDIA

This report aims to conduct an amazing insight into SBI’s mobile services. For this purpose, we will try to comprehensively assess their efficacy, customer satisfaction levels, and areas that need further improvement. Stepped up in the digital banking skyline, with the usage of mobile phones surging as a means of banking transactions, understanding the intricacies of SBI’s mobile services is critical in terms of keeping up the competition and for the purpose of customers’ benefit. Studies’ goals are based on mobile banking adoption factors’ research, usage patterns’ discovery and customers’ perceptions’ investigation. The research approach of mixed-method is applied, where quantitative information is collected through surveys administered to SBI’s customers, while qualitative data is fully exhausted within the interviews and focus group discussions. This technique offers possibilities to quantitative metrics as qualitative feedback analysis and therefore enables a complete overview of the subject matter. The key findings from the study illuminates the magnitudes and deficits of mobile services provided by SBI, and suggests agent of success as well as areas for improvement. With detailed data analysis the research pinpoints the things influencing customers’ contentment and immersion with SBI’s mobile services, as well as the factors holding back adoption and usage. This information is significant for the later development of reasonable conclusions and relevant prescriptions for SBI’s mobile banking strategy. Finally, on the basis of research results, recommendations are forwarded to SBI as the mobile services are to be improved, simple and usable solutions are to be created, and customer pain points are to be eliminated. Realizing the recommendations, SBI would stay in top of digital banking landscape by increasing customer satisfaction and loyalty. It would continue to be relevant in the era where customers are becoming more mobile-centric in