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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM66516
Volume:
10 |
8 |
Aug 2026
Pages:
1-6
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Master of Business Administration
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad
Associate Professor Dept of MBA,
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad
Mobile banking has emerged as a vital component of digital banking by enabling customers to access banking services through smartphones anytime and anywhere. The rapid growth of smartphone usage, internet connectivity, and digital payment systems has significantly increased the adoption of mobile banking in India. This study examines customer satisfaction towards mobile banking services with reference to HDFC Bank. A descriptive research design was adopted using both primary and secondary data. Primary data were collected from 100 HDFC Bank customers through a structured questionnaire, while secondary data were obtained from journals, books, banking reports, and published literature. The study found that convenience, ease of use, security, transaction speed, reliability, and service quality are the major determinants of customer satisfaction. Overall, respondents expressed a high level of satisfaction with HDFC Bank's mobile banking services. The study recommends continuous technological innovation, stronger cybersecurity measures, and customer awareness programmes to further improve mobile banking services and customer satisfaction.
KEYWORDS
Mobile banking has become an essential component of modern banking by providing customers with secure, convenient, and efficient financial services through digital platforms. The present study concludes that HDFC Bank customers exhibit a high level of satisfaction with mobile banking services because of their convenience, security, reliability, transaction speed, and ease of use. The findings indicate that customer satisfaction is strongly associated with the quality and effectiveness of digital banking services. Continuous technological innovation, improved security measures, and customer-focused service strategies will further strengthen customer trust, increase satisfaction levels, and support the sustainable growth of mobile banking in India's evolving digital banking environment.
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Publication Date
8/4/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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The authors declare no conflict of interest related to this research work.
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