Abstract
Currently, mobile access is rapidly increasing across the globe. Mobile services have expanded from simple voice calls to advanced financial transactions. Banks and non-banking enterprises facilitate facilities. Mobile banking services offer consumers a wide range of convenient facilities to consumers. The current study focuses on the elements of efficiency, cost, regulatory support, relative advantage, and responsiveness that impact customer satisfaction with mobile banking services of Indian public sector banks in Telangana. In this investigation, a structured questionnaire and measurement items were adopted, and the survey was conducted in selected Telangana cities using stratified random sampling. A convenience sampling method was adopted for choosing the data collection areas in India. The current study used primary data from 262 respondents to test hypotheses, perform model path analysis and model fitting, and evaluate the validity and reliability of the data. The study outcome revealed that, convenience on customer satisfaction was not significantly impacted. However, the moderation analysis, which considers the costs related to mobile use, shows positive significance. Public sector banks should place a high premium on developing more user-friendly and accessible mobile banking applications and integrating financial services. By improving mobile banking and simplifying app navigation, banks can leverage convenience to increase customer satisfaction.
Keywords: Consumer Satisfaction, Convenience, Cost, Public Sector Banks Services, Regulatory Support, Relative Advantage and Responsiveness.