This document summarizes a research study that explored issues in mobile banking from customers' perspectives in India. The study identified key issues related to mobile handsets, security/privacy, standardization of services, customization, and telecom service quality. A survey was conducted of 50 mobile banking users and 50 non-users in Indore, India. The results showed that mobile handset operability, security/privacy, and lack of service standardization were seen as the most critical issues by respondents. However, there were no statistically significant differences found between users and non-users in their perceptions of the issues. Overall, most respondents were indifferent about the perceived utility of mobile banking compared to traditional retail and online banking.
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
AN EXPLORATION OF THE FACTORS AFFECTING USERS’ SATISFACTION WITH MOBILE PAYMENTSijcsit
Mobile payment allows consumers to make more flexible payments through convenient mobile devices. While mobile payment is easy and time save, the operation and security of mobile payment must ensure that the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore, this study based on technology acceptance model to explore the impact of external variables through perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis and regression analysis to verify the hypotheses. The results show that all hypotheses are supported. However, mobile payment is still subject to many restrictions on development and there are limited related researches. The results of this study provided insight into the factors that affect the users’ satisfaction for mobile payment. Related services development of mobile payment and future research suggestions are also offered.
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
AN EXPLORATION OF THE FACTORS AFFECTING USERS’ SATISFACTION WITH MOBILE PAYMENTSijcsit
Mobile payment allows consumers to make more flexible payments through convenient mobile devices. While mobile payment is easy and time save, the operation and security of mobile payment must ensure that the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore, this study based on technology acceptance model to explore the impact of external variables through perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis and regression analysis to verify the hypotheses. The results show that all hypotheses are supported. However, mobile payment is still subject to many restrictions on development and there are limited related researches. The results of this study provided insight into the factors that affect the users’ satisfaction for mobile payment. Related services development of mobile payment and future research suggestions are also offered.
The Effect of Customers Perception on Security and Privacy of Internet Bankin...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking. Customers both users and potential, are still apprehensive about the security of internet banking transactions and privacy of their sessions while online. Due to increased phishing, on online scams and frauds perpetrated online customers are reluctant to adopt or continue using internet banking. It is the responsibility of commercial banks to sensitize their customers and assure them that it is safe to access internet banking from both a private and public network. They should provide customers with guidelines on how to safe guard their information and secure their log on credential while using both private and public networkKeywords:Internet banking, commercial bank, Technology Acceptance Model, customer perceptions.
Title:The Effect of Customers Perception on Security and Privacy of Internet Banking On Its Usage in Commercial Banks in Kenya
Author:Dr. Stephen Titus Waithaka, Kilembwa Muthengi Joseph Nzeveka
ISSN 2350-1022
International Journal of Recent Research in Mathematics Computer Science and Information Technology
Paper Publications
Implementation of Mobile Banking in Bangladesh: Opportunities and ChallengesIOSR Journals
ABSTRACT:Mobile banking is a newly added service in the banking sector that facilitates banking via mobile devices. With the tremendous growth in mobile phone usage, banks in the developed world have moved to utilize mobile banking, which makes banking easier, faster, and very cost-effective. Mobile phones have quickly emerged as a successful and popular means of communication in recent years and the researchers believe that growth of mobile banking in Bangladesh is inevitable, especially when banks do not have sufficient number of branches in the rural areas of Bangladesh. The purpose of this research is to assess the Opportunities and Challenges of mobile banking in this country. To accomplish this empirical study, multiple banks have been surveyed which either currently have an operational mobile banking in place or planning to introduce one in the near future. The research shows tremendous potential for mobile banking in Bangladesh and reveals some of the key barriers of progress as well. KEYWORDS:Banking Sector, Mobile banking, Mobile Phone, Rural Areas, Telecommunication.
Customers perception of m banking adoption in kingdom of bahrainIJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of their mobile services.
Awareness about E banking among indian consumers pptAnurag Singh
This is a power-point presentation of E banking research report
My research is based on Seconday data.
I did a thoroughly research on the awareness of E-banking services amongst indian customers.
The objectives of my research are:
1) To study about the role, need, types, frauds, impact of Internet banking on banks, customers and society, various frauds and ways to overcome them in internet banking, services offered by internet banking and its benefit to the customers and banks.
2) To study about the future perspective and awareness of internet banking among Indian customers and ways to increase awareness among the customers.
The Impact of Customers Perception on Cost of Internet Banking on Its Usage i...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking, Customer still feel that internet access fees and internet banking transaction charges are high. Costly internet access and unreasonable pricing of internet banking transactions, hinders usage of the internet and by extension technological solutions offered by commercial banks such as internet banking. Commercial banks can relook into the issue of subsidizing the monthly internet banking maintenance fee so as to attract more users and continued usage.
Customers perception of m banking adoption in of bahrain an empirical assess...IJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking
segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of
factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to
consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of
their mobile services.
A Study on Factors of E Banking Challenges in Indiaijtsrd
The customer uses the banking services through online banking, mobile phone banking and automated teller machine these were are called as 'E Banking. This study aimed to describe the customer view about the banking services through E banking. Customer service is also a part of the banking, this paper will tell about the customer satisfaction level about the e banking will explain through the pilot study. Dr. S. Saravanan | M. Dharani "A Study on Factors of E-Banking Challenges in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31147.pdf Paper Url :https://www.ijtsrd.com/management/accounting-and-finance/31147/a-study-on-factors-of-ebanking-challenges-in-india/dr-s-saravanan
Accessibility of Digital Banking on Customer Satisfaction: National bank of K...iosrjce
Banks have been forced to deleverage and identify alternative sources of value as a result of increased
regulations and competitive challenges. This has led to the introduction of digital banking where technology is
mostly embraced while carrying transactions. However, customers are still waiting for this new banking
experience, touted as a revolutionary transformation that will bring many new features, including anytime and
anywhere banking, ultra-fast response times, and omnipresent advisors. The objective that guided the study: To
establisheffect of accessibility of digital banking on Customer Satisfaction case of National Bank of Kenya,
Bungoma County. The target population for the study was bank customers and banking staff from National Bank
in Bungoma County and a sample size of 417. Descriptive survey design was undertaken. Data was collected
using questionnaires, interview schedules and document reviews. Analysis was done with the aid of Statistical
Package for Social Sciences where both descriptive and correlation analysis were performed. The findings of
the study established there was a significant relationship between accessibility of digital banking and
customer’s satisfaction, χ2
(6, N=350) =390.74, P= 0.00. The study recommends that Mobile banking and POS
terminals, need to come up with an application that can be used to enhance digital banking.
Online Banking is becoming an important aspect of worldwide commerce. Online Banking is also known as e-banking, cyber banking, virtual banking, net banking, and internet banking. Online banking includes various banking activities conducted from home business, instead of at a physical bank location Customer relationship management worked as a tool increased use of e-commerce makes CRM. Online banking is based on internet or web- based interaction to create a high volatile relationship in the banking sector .Questions are related to online banking in which given options are Satisfied, Unsatisfied ,Neutral, Yes, No . After analysis and comparison of traditional banking of online banking, it is revealed that it is quite difficult, if not impossible, to suggest that which online banking is best. Online banking provide the flexibility, efficiency of work, provide the better security of net banking than net banking incresed. The future of web-based e-banking in developed areas appears bright but consumers and merchants in developing countries face in number of barriers to successful e-banking, including less reliable telecommunications infrastructure and power supplies, less access to online payment mechanisms and relatively high costs for personal computers and Internet access . The Future scope of the study of Online banking is use to reduce transaction costs.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Customers Perception on Prior Knowledge of Technology and Its Effect on Usage...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers perceptions have an effect on usage of internet banking. Prior knowledge of technology was forund to have an impediment in using internet banking by customers. Not all customers are well versed in using systems used in accessing internet banking- both software and hard ware.
The Effect of Customers Perception on Security and Privacy of Internet Bankin...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking. Customers both users and potential, are still apprehensive about the security of internet banking transactions and privacy of their sessions while online. Due to increased phishing, on online scams and frauds perpetrated online customers are reluctant to adopt or continue using internet banking. It is the responsibility of commercial banks to sensitize their customers and assure them that it is safe to access internet banking from both a private and public network. They should provide customers with guidelines on how to safe guard their information and secure their log on credential while using both private and public networkKeywords:Internet banking, commercial bank, Technology Acceptance Model, customer perceptions.
Title:The Effect of Customers Perception on Security and Privacy of Internet Banking On Its Usage in Commercial Banks in Kenya
Author:Dr. Stephen Titus Waithaka, Kilembwa Muthengi Joseph Nzeveka
ISSN 2350-1022
International Journal of Recent Research in Mathematics Computer Science and Information Technology
Paper Publications
Implementation of Mobile Banking in Bangladesh: Opportunities and ChallengesIOSR Journals
ABSTRACT:Mobile banking is a newly added service in the banking sector that facilitates banking via mobile devices. With the tremendous growth in mobile phone usage, banks in the developed world have moved to utilize mobile banking, which makes banking easier, faster, and very cost-effective. Mobile phones have quickly emerged as a successful and popular means of communication in recent years and the researchers believe that growth of mobile banking in Bangladesh is inevitable, especially when banks do not have sufficient number of branches in the rural areas of Bangladesh. The purpose of this research is to assess the Opportunities and Challenges of mobile banking in this country. To accomplish this empirical study, multiple banks have been surveyed which either currently have an operational mobile banking in place or planning to introduce one in the near future. The research shows tremendous potential for mobile banking in Bangladesh and reveals some of the key barriers of progress as well. KEYWORDS:Banking Sector, Mobile banking, Mobile Phone, Rural Areas, Telecommunication.
Customers perception of m banking adoption in kingdom of bahrainIJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of their mobile services.
Awareness about E banking among indian consumers pptAnurag Singh
This is a power-point presentation of E banking research report
My research is based on Seconday data.
I did a thoroughly research on the awareness of E-banking services amongst indian customers.
The objectives of my research are:
1) To study about the role, need, types, frauds, impact of Internet banking on banks, customers and society, various frauds and ways to overcome them in internet banking, services offered by internet banking and its benefit to the customers and banks.
2) To study about the future perspective and awareness of internet banking among Indian customers and ways to increase awareness among the customers.
The Impact of Customers Perception on Cost of Internet Banking on Its Usage i...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking, Customer still feel that internet access fees and internet banking transaction charges are high. Costly internet access and unreasonable pricing of internet banking transactions, hinders usage of the internet and by extension technological solutions offered by commercial banks such as internet banking. Commercial banks can relook into the issue of subsidizing the monthly internet banking maintenance fee so as to attract more users and continued usage.
Customers perception of m banking adoption in of bahrain an empirical assess...IJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking
segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of
factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to
consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of
their mobile services.
A Study on Factors of E Banking Challenges in Indiaijtsrd
The customer uses the banking services through online banking, mobile phone banking and automated teller machine these were are called as 'E Banking. This study aimed to describe the customer view about the banking services through E banking. Customer service is also a part of the banking, this paper will tell about the customer satisfaction level about the e banking will explain through the pilot study. Dr. S. Saravanan | M. Dharani "A Study on Factors of E-Banking Challenges in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31147.pdf Paper Url :https://www.ijtsrd.com/management/accounting-and-finance/31147/a-study-on-factors-of-ebanking-challenges-in-india/dr-s-saravanan
Accessibility of Digital Banking on Customer Satisfaction: National bank of K...iosrjce
Banks have been forced to deleverage and identify alternative sources of value as a result of increased
regulations and competitive challenges. This has led to the introduction of digital banking where technology is
mostly embraced while carrying transactions. However, customers are still waiting for this new banking
experience, touted as a revolutionary transformation that will bring many new features, including anytime and
anywhere banking, ultra-fast response times, and omnipresent advisors. The objective that guided the study: To
establisheffect of accessibility of digital banking on Customer Satisfaction case of National Bank of Kenya,
Bungoma County. The target population for the study was bank customers and banking staff from National Bank
in Bungoma County and a sample size of 417. Descriptive survey design was undertaken. Data was collected
using questionnaires, interview schedules and document reviews. Analysis was done with the aid of Statistical
Package for Social Sciences where both descriptive and correlation analysis were performed. The findings of
the study established there was a significant relationship between accessibility of digital banking and
customer’s satisfaction, χ2
(6, N=350) =390.74, P= 0.00. The study recommends that Mobile banking and POS
terminals, need to come up with an application that can be used to enhance digital banking.
Online Banking is becoming an important aspect of worldwide commerce. Online Banking is also known as e-banking, cyber banking, virtual banking, net banking, and internet banking. Online banking includes various banking activities conducted from home business, instead of at a physical bank location Customer relationship management worked as a tool increased use of e-commerce makes CRM. Online banking is based on internet or web- based interaction to create a high volatile relationship in the banking sector .Questions are related to online banking in which given options are Satisfied, Unsatisfied ,Neutral, Yes, No . After analysis and comparison of traditional banking of online banking, it is revealed that it is quite difficult, if not impossible, to suggest that which online banking is best. Online banking provide the flexibility, efficiency of work, provide the better security of net banking than net banking incresed. The future of web-based e-banking in developed areas appears bright but consumers and merchants in developing countries face in number of barriers to successful e-banking, including less reliable telecommunications infrastructure and power supplies, less access to online payment mechanisms and relatively high costs for personal computers and Internet access . The Future scope of the study of Online banking is use to reduce transaction costs.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Customers Perception on Prior Knowledge of Technology and Its Effect on Usage...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers perceptions have an effect on usage of internet banking. Prior knowledge of technology was forund to have an impediment in using internet banking by customers. Not all customers are well versed in using systems used in accessing internet banking- both software and hard ware.
ESCURA CONSULTING representa un canal de acceso a servicios de Consultoría, segmento que en la actualidad se encuentra muy desatendido por ser un servicio considerado tradicionalmente complejo y sólo al alcance de grandes empresas.
Red de colaboradores, la Red del Consulting, tu Red.
Want to know how to speak the language of "NetApp?" This infographic details 9 of the key NetApp terms you need to know including: SnapMirror, MetroCluster, SnapVault, WAFL, OnCommand, Data ONTAP, Aggregate, 7-Mode, and Clustered Data ONTAP
Effect of Mobile Banking on Financial Performance of Commercial Banks in Kisi...paperpublications3
Abstract: Around half of the world’s population is out of formal banking and financial services. For this reason, several mobile payment trend studies have revealed the potential of mobile network technologies for payment purposes. The main objective of the study was to assess the effect of mobile banking to financial performance of commercial banks in Kisii Town, Kenya. The specific objectives of the study were to evaluate the effect of perceived security of mobile payments technology on financial performance of commercial banks in Kisii Town, to determine the effect of perceived ease of accessibility of mobile payments technology on financial performance of commercial banks in Kisii Town and to determine the effect of transaction cost of mobile payment technology on financial performance of commercial banks in Kisii Town. The study used a sample of 255 respondents which was drawn from Operation Managers, clients, cashiers and 7 M-Pesa paying agents. The data collected were analyzed by use of descriptive statistics and inferential statistics with the help of Social Sciences version 21 software. The study found out that, perceived cost, perceived access and perceived security of mobile payments technology have a significant influence on the financial performance of commercial banks. The study concluded that the transaction cost of mobile payment is cheap, mobile banking money can be sent any time of day; it saves time of travelling and that mobile banking transactions are processed in accordance with clients’ expectations besides providing evident of payment to another person.
Keywords: Craft, External equity, Financing, Growth, Microenterprise, Tabaka.
Title: Effect of Mobile Banking on Financial Performance of Commercial Banks in Kisii Town, Kenya
Author: Isabellah Mageto, Dr. Willy Mwangi Muturi, Dr. Vitalis Mogwambo Abuga
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
It is evident that financial services industry has been undergoing a profound transformation in Nigeria. Rapid changes in the banking environment, increased competition by new players from non-banking sector, product innovations, globalization and technological advancement-all these have led to a market situation in which the battle for consumers is intense. We look at the prospect and challenges of mobile banking services in Nigeria using four selected' banks as case study, reviewed prior literatures on mobile banking, analyze the different factors that impact the market, and give direction for future research on this emerging field. A framework of four contingency and five competitive factors were proposed to facilitate the analysis. Factors affecting mobile services in Nigeria such interoperability, unstable power supply, network problems etc. were identified. Finally, we recommended that non–bank led model of mobile banking be adopted by Nigeria banks to make the services transformational instead of additives as is currently being practiced.
It is evident that financial services industry has been undergoing a profound transformation in Nigeria. Rapid changes in the banking environment, increased competition by new players from non-banking sector, product innovations, globalization and technological advancement-all these have led to a market situation in which the battle for consumers is intense. We look at the prospect and challenges of mobile banking services in Nigeria using four selected’ banks as case study, reviewed prior literatures on mobile banking, analyze the different factors that impact the market, and give direction for future research on this emerging field. A framework of four contingency and five competitive factors were proposed to facilitate the analysis. Factors affecting mobile services in Nigeria such interoperability, unstable power supply, network problems etc. were identified. Finally, we recommended that non–bank led model of mobile banking be adopted by Nigeria banks to make the services transformational instead of additives as is currently being practiced.
DETERMINANTS AFFECTING THE USER'S INTENTION TO USE MOBILE BANKING APPLICATIONSIAEME Publication
The banking and financial services industries are experiencing increased technology penetration. Among them, the banking industry has made technological advancements to better serve the general populace. The economy focused on transforming the banking sector's system into a cashless, paperless, and faceless one. The researcher wants to evaluate the user's intention for utilising a mobile banking application. The study also examines the variables affecting the user's behaviour intention when selecting specific applications for financial transactions. The researcher employed a well-structured questionnaire and a descriptive study methodology to gather the respondents' primary data utilising the snowball sampling technique. The study includes variables like performance expectations, effort expectations, social impact, enabling circumstances, and perceived risk. Each of the aforementioned variables has a major impact on how users utilise mobile banking applications. The outcome will assist the service provider in comprehending the user's history with mobile banking applications.
Effect of Mobile Banking on Customer Satisfaction in Selected Banks in Trans-...paperpublications3
Abstract: The purpose of the study was to investigate the effect of mobile banking on customer satisfaction in selected banks in Trans-Nzoia County. The study was guided by the following objectives: -to establish the effect of reliability of mobile banking on customer satisfaction, to determine the effect of responsiveness of mobile banking on customer satisfaction , and to evaluate the effect of accessibility of mobile banking services on customer satisfaction in Trans-Nzoia County. A descriptive survey research design was adopted. The target population was ten selected banks in Trans-Nzoia County. The study was guided by the; innovation diffusion theory, technology acceptance model (TAM), and theory of reasoned action (TRA). The study adopted the descriptive survey research design with the target population being the selected commercial banks personnel in Trans Nzoia County, totaling to 41 respondents. Census method was adopted since the target population was less than the minimum a hundred for sampling to be used for research. A structured questionnaire was used as a data collection instrument that was designed in a Likert scale format. Data analysis was carried out by use of regression and ANOVA using the Statistical Package for Social Sciences (SPSS) version 23 in order to statistically produce the relationship between the independent variables and dependent variable. From the findings, the researcher concluded that the regression effect was statistically significant indicating a reliable prediction of the dependent variable. The F calculated (F =39.96) greater than 5% level of significance thereby showing that the model was significant where the independent variables explained 85% of the mobile banking customer satisfaction. The study was significant to the banking sector since mobile banking is a phenomenon that has taken off and can’t be washed away.
This study empirically explored the direct effect of e-commerce knowledge and perceived ease of use
on customer acceptance of IT and Migration intention to mobile banking in the province of Aceh, Indonesia. It
also attempted to investigate the indirect effect of the e-commerce knowledge and perceived ease of use on
migration intention to mobile banking through customer acceptance of IT.
A Study On Customer’s Perception And Satisfaction Towards Electronic Banking ...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
E-Banking System: Opportunities and Challenges – A StudyRHIMRJ Journal
E-Banking Service in India is still in the emerging stages of growth and development. Competition and changes in
technology have changed the face of Banking. The changes that have taken place impose on banks tough standards of
competition and compliance. E-banking is the use of computer system to retrieve and process banking data and information to
initiate transactions directly with a bank via a telecommunication network. In other words-banking is the wave of future. E
Banking is likely to bring golden opportunities as well as poses new challenges for authorities in regulating and supervising
the financial system and in designing and implementing the macroeconomic policy. This research paper aims to represent EBanking
System in India.
Similar to 9 prerna sharma bamoriya, dr. preeti singh final_paper (19)
What price will pi network be listed on exchangesDOT TECH
The rate at which pi will be listed is practically unknown. But due to speculations surrounding it the predicted rate is tends to be from 30$ — 50$.
So if you are interested in selling your pi network coins at a high rate tho. Or you can't wait till the mainnet launch in 2026. You can easily trade your pi coins with a merchant.
A merchant is someone who buys pi coins from miners and resell them to Investors looking forward to hold massive quantities till mainnet launch.
I will leave the telegram contact of my personal pi vendor to trade with.
@Pi_vendor_247
USDA Loans in California: A Comprehensive Overview.pptxmarketing367770
USDA Loans in California: A Comprehensive Overview
If you're dreaming of owning a home in California's rural or suburban areas, a USDA loan might be the perfect solution. The U.S. Department of Agriculture (USDA) offers these loans to help low-to-moderate-income individuals and families achieve homeownership.
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what is the future of Pi Network currency.DOT TECH
The future of the Pi cryptocurrency is uncertain, and its success will depend on several factors. Pi is a relatively new cryptocurrency that aims to be user-friendly and accessible to a wide audience. Here are a few key considerations for its future:
Message: @Pi_vendor_247 on telegram if u want to sell PI COINS.
1. Mainnet Launch: As of my last knowledge update in January 2022, Pi was still in the testnet phase. Its success will depend on a successful transition to a mainnet, where actual transactions can take place.
2. User Adoption: Pi's success will be closely tied to user adoption. The more users who join the network and actively participate, the stronger the ecosystem can become.
3. Utility and Use Cases: For a cryptocurrency to thrive, it must offer utility and practical use cases. The Pi team has talked about various applications, including peer-to-peer transactions, smart contracts, and more. The development and implementation of these features will be essential.
4. Regulatory Environment: The regulatory environment for cryptocurrencies is evolving globally. How Pi navigates and complies with regulations in various jurisdictions will significantly impact its future.
5. Technology Development: The Pi network must continue to develop and improve its technology, security, and scalability to compete with established cryptocurrencies.
6. Community Engagement: The Pi community plays a critical role in its future. Engaged users can help build trust and grow the network.
7. Monetization and Sustainability: The Pi team's monetization strategy, such as fees, partnerships, or other revenue sources, will affect its long-term sustainability.
It's essential to approach Pi or any new cryptocurrency with caution and conduct due diligence. Cryptocurrency investments involve risks, and potential rewards can be uncertain. The success and future of Pi will depend on the collective efforts of its team, community, and the broader cryptocurrency market dynamics. It's advisable to stay updated on Pi's development and follow any updates from the official Pi Network website or announcements from the team.
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The financial landscape in India has witnessed a significant development with the recent collaboration between Poonawalla Fincorp and IndusInd Bank.
The launch of the co-branded credit card, the IndusInd Bank Poonawalla Fincorp eLITE RuPay Platinum Credit Card, marks a major milestone for both entities.
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how to sell pi coins in all Africa Countries.DOT TECH
Yes. You can sell your pi network for other cryptocurrencies like Bitcoin, usdt , Ethereum and other currencies And this is done easily with the help from a pi merchant.
What is a pi merchant ?
Since pi is not launched yet in any exchange. The only way you can sell right now is through merchants.
A verified Pi merchant is someone who buys pi network coins from miners and resell them to investors looking forward to hold massive quantities of pi coins before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade with.
@Pi_vendor_247
Introduction to Indian Financial System ()Avanish Goel
The financial system of a country is an important tool for economic development of the country, as it helps in creation of wealth by linking savings with investments.
It facilitates the flow of funds form the households (savers) to business firms (investors) to aid in wealth creation and development of both the parties
Even tho Pi network is not listed on any exchange yet.
Buying/Selling or investing in pi network coins is highly possible through the help of vendors. You can buy from vendors[ buy directly from the pi network miners and resell it]. I will leave the telegram contact of my personal vendor.
@Pi_vendor_247
how to sell pi coins in South Korea profitably.DOT TECH
Yes. You can sell your pi network coins in South Korea or any other country, by finding a verified pi merchant
What is a verified pi merchant?
Since pi network is not launched yet on any exchange, the only way you can sell pi coins is by selling to a verified pi merchant, and this is because pi network is not launched yet on any exchange and no pre-sale or ico offerings Is done on pi.
Since there is no pre-sale, the only way exchanges can get pi is by buying from miners. So a pi merchant facilitates these transactions by acting as a bridge for both transactions.
How can i find a pi vendor/merchant?
Well for those who haven't traded with a pi merchant or who don't already have one. I will leave the telegram id of my personal pi merchant who i trade pi with.
Tele gram: @Pi_vendor_247
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Currently pi network is not tradable on binance or any other exchange because we are still in the enclosed mainnet.
Right now the only way to sell pi coins is by trading with a verified merchant.
What is a pi merchant?
A pi merchant is someone verified by pi network team and allowed to barter pi coins for goods and services.
Since pi network is not doing any pre-sale The only way exchanges like binance/huobi or crypto whales can get pi is by buying from miners. And a merchant stands in between the exchanges and the miners.
I will leave the telegram contact of my personal pi merchant. I and my friends has traded more than 6000pi coins successfully
Tele-gram
@Pi_vendor_247
how can i use my minded pi coins I need some funds.DOT TECH
If you are interested in selling your pi coins, i have a verified pi merchant, who buys pi coins and resell them to exchanges looking forward to hold till mainnet launch.
Because the core team has announced that pi network will not be doing any pre-sale. The only way exchanges like huobi, bitmart and hotbit can get pi is by buying from miners.
Now a merchant stands in between these exchanges and the miners. As a link to make transactions smooth. Because right now in the enclosed mainnet you can't sell pi coins your self. You need the help of a merchant,
i will leave the telegram contact of my personal pi merchant below. 👇 I and my friends has traded more than 3000pi coins with him successfully.
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9 prerna sharma bamoriya, dr. preeti singh final_paper
1. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
Issues & Challenges in Mobile Banking In India: A Customers’
Perspective
Prerna Sharma Bamoriya (Corresponding author)
Faculty of Management Studies, AITR
Mangliya Square, Indore, India
Tele: +919753922776, prernasharma@acropolis.in
Preeti Singh
Devi Ahilya University
Takshila Campus, Indore, India
Tele: +919425349044, drpreetisingh@dauniv.ac.in
Abstract
Mobile banking is a revolution that is driven by the world’s one of the fastest growing sectors – mobile
communication technology. Like in any emerging technology, there exist barriers to the adoption of mobile
banking services. This study explores the issues in mobile banking perceived critical for adoption by both
mobile banking users as well as non-users. The study identified certain issues pertaining to banks, mobile
handsets and telecom operators viz. mobile handset operability, security/privacy, standardization of services,
customization, Downloading & installing application software and Telecom services quality. For this a
descriptive design was adopted to empirically explore the selected issues. Study suggests that from consumers’
perspective mobile handset operability, security/privacy and standardization of services are the critical issues.
Although the research has its limitations, the implications of the results provide practical recommendations to
the all concerned parties.
Key Words: Banking & Financial Services, Customer, Issues, Mobile Banking, India
1. Introduction
In India traditional branch-based banking remains the most widely adopted method of conducting banking
transaction, at same time commercial banks are undergoing a rapid change majorly driven by the information &
telecommunication (ITC) technology. ICICI bank pioneered in mobile banking services in India. Among public
banks, Union Bank of India was first to introduce mobile banking (Ali et al. 2010). Today many commercial
banks have launched mobile banking using ITC technology and now they can reach out to customers and
provide them with not only general information about its services but also the opportunity of performing
interactive retail banking transactions anytime, anywhere.
1.1 Concept of mobile banking
Mobile Banking refers to provision and availment of banking and financial services with the help of mobile
telecommunication devices. The scope of offered services may include facilities to conduct bank transactions, to
administer accounts and to access customized information (Tiwari and Buse 2007). In the broader sense mobile
banking as that type of execution of financial services in the course of which - within an electronic procedure -
the customer uses mobile communication techniques in conjunction with mobile devices (Pousttchi and Schurig
2004).
Mobile Banking can be said to consist of three inter-related concepts viz. Mobile Accounting, Mobile Brokerage
and Mobile Financial Information. Mobile Accounting is sometimes characterized as transaction-based banking
services that revolve around a bank account and are availed using mobile devices. Not all Mobile Accounting
services are however necessarily transaction-based. A more precise definition of Mobile Accounting would
therefore characterize it as “availment of account-specific banking services of non-informational nature”.
Whereas Mobile Brokerage, in context of banking services, refers to intermediary services related to the bourse,
e.g. selling and purchasing of stocks. Mobile Brokerage can be thus defined as transaction based mobile
financial services of non-informational nature that revolve around a securities account. At last, Mobile Financial
2. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
Information refers to non-transaction based banking and financial services of informational nature. It includes
subsets from both banking and financial services and is meant to provide the customer with anytime, anywhere
access to information. The information may either concern the bank and securities accounts of the customer or it
may be regarding market developments with relevance for that individual customer. The information may be
customized on the basis of preferences given by the customer and sent with a frequency decided by him (Tiwari
and Buse 2007).
1.2 Mobile banking business models
1.2.1 Bank-focused model
The bank-focused model emerges when a traditional bank uses non-traditional low-cost delivery channels to
provide banking services to its existing customers. Mobile phone banking to provide certain limited banking
services to banks’ customers which are additive in nature. This model may be seen as a modest extension of
conventional branch-based banking.
1.2.2 Bank-led model
The bank-led model offers a distinct alternative to conventional branch-based banking in that customer conducts
financial transactions through mobile phones instead of at bank branches or through bank employees. This
model promises the potential to substantially increase the financial services outreach by using a different
delivery channel i.e. mobile phones and may be significantly cheaper than the bank-based alternatives. The
bank-led model may be implemented by either using correspondent arrangements or by creating a JV between
bank and non-bank mobile operator. In this model customer account relationship rests with the bank
1.2.3 Non-bank-led model
The non-bank-led model is where a bank does not come into the picture (except possibly as a safe-keeper of
surplus funds) and the non-bank/mobile operator performs all the functions (Morawczynski et al. 2008).
1.3 Mobile Banking in India
Mobile phones have become an essential communication tool for almost every individual worldwide. In India,
where mobile subscribers far exceed fixed line subscribers because of better mobile infrastructure in comparison
to fixed line infrastructure has made mobile banking much more appealing in India today. Various players
involved in providing mobile banking services whether banks, financial institutions, service providers, operators
etc. are therefore expecting a potential growth in mobile banking in India (Unnithan and Swatman 2001).
However, the actual mobile banking usages don’t match the great number of mobile subscribers (617 mn, May
2010 source: TRAI) in the country. Reason could be various issues involved in mobile banking services like
Interoperability- due to lack of mobile banking technology standards and large number of different mobile
phone devices (Banzal 2010; Mas 2008; Lyman et al. 2008), Security of financial transaction – both at physical
level i.e. security of mobile device and data encryption level (Sharma and Singh 2009; Astha 2009; Banzal
2010), Regulatory authority – RBI & TRAI conflicts on regulations in India (Weber 2010; Cheney 2008),
Telecom service quality - network congestion, delay in SMS delivery while using any mobile banking service
(Morawczynski 2008), Personalization of services – preferred language of user, standard beneficiary list,
customized alerts etc. (Owens et al. 2006), Customer illiteracy – a serious issue at reading illiteracy level and
technical illiteracy level (Manuel 2008), Revenue sharing basis – problem in the revenue sharing agreements
between mobile service providers, banks, content providers and aggregators (Banzal 2010), Know Your
Customer issue – to prevent money laundering (Hayat 2009) etc. Mobile banking users are affected by above
mentioned issues directly or indirectly.
Perception of mobile banking users towards these issues and their concern will definitely affect adoption of
mobile banking in India. This papers attempt to explore various mobile banking issues from users’ perspective
and to alert various parties involve in mobile banking services viz. mobile operators, banks, content providers,
aggregators etc. about relevant issues which could become challenges for them in providing effective mobile
banking services.
2. Review of the literature
Barnes and Corbitt (2003); Scornavacca and Barnes (2004) suggest that recent innovations in
telecommunications have enabled the launch of new access methods for banking services, one of these is mobile
banking; whereby a customer interacts with a bank via a mobile device such as a mobile phone or personal
digital assistant. Karjaluoto et al. (2002); Rugimbana (1995) found that there is vast market potential for mobile
3. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
banking due to its always-on functionality and the option to do banking virtually any time and anywhere.
Unnithan and Swatman (2001) studied the drivers for change in the evolution of the banking sector, and the
move towards electronic banking including mobile banking by focusing on two economies, Australia & India
and suggested strong growth potential of new banking channel in India. Clark (2008) suggests that as a Channel
the mobile phone can augment the number of channels available to consumers, thereby giving consumers more
low-cost self-service options by which to access funds, banking information and make payments. Mobile as a
channel delivers convenience, immediacy and choice to consumers. Vyas (2009); Rao et al. (2003) suggest
banks will need to expand their thinking about mobile banking beyond online banking and should start to view
mobility as its own powerful and compelling delivery channel that can help them deliver to end users new value
such as immediate access and additional control of personal finances. According to Vyas (2009) Banks will
target non-online banking users who may lack regular access to desktop Internet but are very likely to own a
mobile device. Gupta (1999); Pegu (2000); Dasgupta (2002) also affirms future of mobile banking in India in
their studies. Suoranta (2003) found that the average mobile banking user is married, 25 to 34 years old, has
intermediate education and average income in clerical work. She found that age and education have a major
influence on the use of the mobile phone in banking services. The adoption theories assume that use of Internet
banking precedes the adoption of the mobile phone in banking. However, Suoranta (2003) found that some
mobile banking customers omit Internet banking adoption when adopting the mobile phone for banking actions.
Polatoglu et al. (2001); Al-Ashban and Burney (2001); Karjaluoto et al. (2002); Black et al. (2002) supports
findings of Suoranat in their respective studies. Mas (2008); Lyman et al. (2008) found that there are a large
number of different mobile phone devices and it is a big challenge for banks to offer mobile banking solution on
any type of device. Some of these devices support J2ME and others support WAP browser or only SMS;
presetting a serious challenge. Hayat (2009) suggests that for a banking regulator it is important to provide
adequate protection for consumers, ensure economic stability, provide interoperability of electronic systems and
guarantee security of transactions and Anti-Money Laundering and Know-Your-Customer principles must also
be applied to mobile payments. Comninos et al. (2008) suggest that unbanked will only transact electronically
(online/mobile banking) if there is convenience and security. Sharma and Singh (2009) found that Indian mobile
banking users are specially concern with security issues like financial frauds, account misuse and user
friendliness issue - difficulty in remembering the different codes for different types of transaction, application
software installation & updation due to lack of standardization. Banzal (2010) found that another major issue is
the revenue sharing agreements between mobile service providers, banks, content providers, aggregators and
other service providers like utilities, travel agencies, hotel industry, retailers etc.
3. Scope of the study
On the basis of review of existing literatures following mobile banking issues were identified which would
affect adoption of mobile banking services in India and were studied from urban users’ perspective:
1. Mobile handset operability
2. Security/Privacy
3. Standardization
4. Downloading & installing application software
5. Customization
6. Telecom services quality
4. Objectives of the study
1. To study the selected issues in mobile banking form urban customers’ perspective.
2. To explore the perceived utility of mobile banking in comparison to retail banking and online banking
among the mobile banking users and non-users.
5. Methodology
The study is aimed to evaluate perceptions and opinions of urban mobile banking users. For this a cross
sectional descriptive design was adopted with ad-hoc quota sampling. Sample was comprised of 50 mobile
banking users and 50 non-users in Indore city, India. Non-users were defined as individuals having bank
4. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
account but not using mobile banking. Of the total respondents 68.16 % were male and 31.84% were female.
The sample was comprised of relatively young respondents. Of the total respondents students were 68.18%;
remaining were working. 24.4% respondents were graduates and 75.6% were postgraduates.
Data was obtained by using structured questionnaire. Data was screened for missing values (available
case method was adopted to handle missing values) and outliers. Data was further subject to normality- data was
found to be normally distributed as skew index ranged from -.29 to .46 (reference absolute value 3) and kurtosis
index from -.1.91 to 2.05 (reference absolute value 10). This questionnaire was analyzed for scale reliability
analysis which suggests that items makeup the scale measured the same underlying constructs, as cronbach’s
alpha coefficient was found to be 0.764 (Annexure 1). At last convergent validity was confirmed as significant
correlation (moderate to large, sig .05) was present between items measuring single construct.
6. Analysis & Discussion
Data was subject to Correlation analysis, Independent Samples T-test, ANNOVA, Percentile analysis.
6. 1Mobile banking users: Demographic profile
Two-tailed Pearson Correlation was conducted to evaluate the relationship between mobile banking users and
demographic variables viz. age, sex, education, occupation and income. Only demographic variable had
significant correlation with user was sex (r=0.293, N=100, p<0.05, correlation strength moderate). Thus analysis
suggests that males are more inclined to use mobile banking in comparison to females.
(Table 1)
6.2 Mobile banking users: Service usages pattern
Data was further subject to Percentile Analysis which suggested that among mobile banking users majority,
87.87 were availing mobile banking services from public/govt. banks. State Bank of India was largest mobile
banking service provider overall followed by Panjab National Bank. Among private banks ICICI Bank was
leading in mobile banking services (table 2). Percentile Analysis also suggested that majority of users were
using services from less than 2 years and frequency of uses among majority of users was weekly (table 3).
(Table 2)
(Table 3)
6.3 Mobile banking users: Services preference
Data related to various mobile banking services in users were interested was also subject to Percentile Analysis
to explore currently most preferred services in mobile banking. Checking balance through mobile banking was
most used service where as checking status of D.D. or cheque was least used.
(Chart 1)
6.4 Mobile banking issues: Overall analysis
Overall Percentile Analysis was done for the responses of mobile banking users and non-users to explore
selected issues in mobile banking which may impose challenges to service providers (banks), RBI, telecom
operators etc. and thus may influence success of mobile banking in India.
(Table 4)
Analysis suggested that majority of respondents i.e. 81.36% strongly agree or agree that mobile handset
operability is a issue in mobile banking as different types of handsets support different types of technology
leading to complexity. 64.83% respondents think that mobile banking is not secure, also data privacy is absent.
On standardization again majority 59.08 % respondents strongly agree or agree that mobile banking service
standards are lacking among Indian banks which makes it difficult to do mobile banking from multiple service
providers.
On the issues of download & installation of application s/w, customization (user’s preferred language) and
telecom service quality; majority of the respondents were either indifferent or disagree. Reason may be that
study was conducted in urban area so technological aspect of application s/w, absence of local/preferred
language and telecom service quality like network unavailability were not perceived as major issues.
6.5 Mobile banking issues: Users vs. non-users
5. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
One way ANOVA was applied to explore any significant difference in opinions of mobile banking users and
non-users on selected issues in mobile banking. Results showed that there was no statistically significant
difference in opinions of users and non-users for the selected issues (Annexure 2).
(Table 5)
6.6 Mobile banking perceived utility in comparison to other channels: Overall and users vs. non-users
Percentile analysis (Annexure 3) suggest that majority of the respondents (53.6%) were indifferent towards
perceived utility of mobile banking in comparison to retail banking and internet banking.
Further an Independent Samples T-test was conducted to explore perceived utility of mobile banking in
comparison to retail banking and internet banking students of users and non-users. There was absolute no
significant difference in perceived utility between users (M=2.55, SD=0.83) and non-users (M=2.55, SD=1.03;
t= 0.000, p= 1.000).
7. Recommendations
Study shows ‘mobile handset operability’ is an important issue in mobile banking, due to availability of various
handset models (supporting different type of technology) in the market. To resolve it service providers i.e. banks
must coordinate with mobile handset manufacturers so that all handsets irrespective of manufacturer and
technology (GSM or CDMA) become compatible with single mobile banking technology.
Majority customers perceived ‘privacy and security’ a critical issue. Here banks are advised to educate
customers on this issue to raise their awareness. Especially for the customers’ worries like losing money if once
mobile handset is lost (substantial number of respondents worried about it). Secondly banks and telecom
operators are suggested to draft comprehensive joint policy regarding security & privacy so that customers can
be assured at both bank’s and telecom operator’s levels while doing mobile banking.
‘Standardization’ is another major issue as lack of standardization of mobile banking services in the country
resulted in increased complexity while using mobile banking services (especially when using mobile banking
services of multiple banks). For resolving this issue banks are advised to developed mobile banking standards in
guidance of RBI.
Issues of ‘download & installation of application s/w’, ‘customization’ (user’s preferred language) and ‘telecom
service quality’ were not perceived critical or important. Reason may be that study was conducted in urban area
so technological aspect of application s/w, absence of local/preferred language and telecom service quality like
network unavailability were not perceived as major issues. But banks are well advised not to overlook above
issues as these may be critical in pan India adoption of mobile banking.
8. Conclusion
Paper attempts to explore selected mobile banking issues from customers’ perspective and to make
recommendation to various parties involve in mobile banking services viz. banks, mobile operators, content
providers, regulators on relevant issues which could become challenges for them in providing effective mobile
banking services in the country. Results show that from consumers’ perspective mobile handset operability,
security/privacy and standardization of services are the critical issues. Majority of the customers were
indifferent towards utility of mobile banking in comparison to retail banking and online banking. The study has
limitation as the data were collected only form urban customers so the results can not be generalized to pan
India population. In this paper we focused on issues & challenges in mobile banking in India from customers’
perspective. Similar study could be conducted from service providers i.e. bankers’ perspective.
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7. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
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Table 1: Results of Correlation Analysis
Correlation coefficient
Demographic variable (N= 100, p<0.05)
Age 0.067
Sex 0.293*
Education -0.071
Occupation -0.076
Income 0.031
Table 2: Mobile banking Service usages pattern (a)
Bank from which availing services % Users
Public Banks 87.87
1. SBI
2. PNB
Private Banks 6.06
1. ICICI
2. HDFC
Both Public & Private Banks 6.06
Table 3: Mobile banking Service usages pattern (b)
Mobile banking Users
Time period % of users Frequency of use % of users
Less than 6 months 39.39 Daily 24.24
6 month to 2 years 42.42 Weekly 45.45
More than 2 years 18.18 Monthly 30.3
Table 4: Analysis of Mobile banking Issues
Level of agreement of the respondents (in % terms) with issues
mobile banking Neither Agree Strongly
Strongly Agree Agree Disagree
issues nor Disagree Disagree
Mobile handset
34.09 % 47.27 % 10.06 % 6.81 % 0.75 %
operability
Security/Privacy 27.77 % 37.06 % 20.10 % 9.75 % 5.30 %
Standardization 15.90 % 43.18 % 24.24 % 12.12 % 4.54 %
Downloading &
Installing 10.63 % 10.30 % 33.33 % 42.70 % 3.02 %
application software
Customization 7.57 % 26.06 % 52.72 % 12.12 % 1.51 %
Telecom Services 10.09 % 9.06 % 43.93 % 27.27 % 9.60 %
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ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
Quality
Table5: Mobile banking users vs. non-users
Issues F Sig. (p<0.05)
Mobile handset operability 0.789 0.378
Security/Privacy 3.313 0.073
Standardization 0.224 0.637
Downloading & Installing 0.015 0.902
application software
Customization 0.020 0.888
Telecom Service Quality 0.753 0.389
Chart 1: Mobile banking services preference
Annexure
Annexure 1
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A)
Reliability Coefficients N of Cases = 100.0 Alpha = .764
Annexure 2
Independent Samples Test
Levene's Test t-test for Equality of Means
F Sig. t Sig. (2-
tailed)
PER. Equal variances 3.043 .086 .000 1.000
UTL. assumed
Equal variances .000 1.000
not assumed
Annexure 3
9. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol 2, No 2, 2011
PER. UTL.
Output Percent
Valid 100 1 10.6
Missing 0 2 12.4
3 53.6
4 15.2
5 8.2
Total 100.0