A Study on Factors Affecting Customers in Usage of Mobile Banking

M.P. Santhiya and R. Radhika

With the immediate changes in technology and changes in the life style of people, the traditional branch banking framework is offering a way to electronic banking (e-banking) and all the more recently mobile banking (m-banking). In India, as quoted by an RBI report the volume of mobile banking transactions from 2018 April -November soared to 53.086 crore as against 38.949 crore in the entire previous financial year. Mobile banking transaction is considered economical and has capability of last mile delivery. customer education, lack of awareness, security concerns and technical issues are considered as the major reasons behind customer resistance to mobile banking services. Henceforth, it is relevant for the service providers to understand and address the necessities of customers in order to improve their mobile banking experience. The current study focus on the factors affecting the customers in usage of m-banking. For this purpose, a descriptive study was undertaken with a sample size of 100 bank account holders belonging to State bank of India in kanyakumari district, Tamilnadu.

Volume 11 | 08-Special Issue

Pages: 805-809