Service Delivery, Customer Satisfaction and Customer Delight of Private Sector Banks in Calicut District

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Dr. K. Venkatachalam, Mrs. Divya Subhash


In India, there are 251 million users of mobile banking, where twenty one percent of users belong to banks of the private sector, while three percent belong to banks of the public sector. Highest percentages of users in South India are among two hundred and fifty one million subscribers. Kerala's average user rate was 4.70 percent and hence the researcher chose the Calicut District to execute the study. The main intention of the study is to assess the mobile banking service delivery, user’s satisfaction and customer delight among private sector banks in Calicut.  The study finds that there is a strong positive correlation between the variables and the variables are statistically significant.

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