27-09-2013, 03:50 PM
A STUDY ON CUSTOMER PERCEPTION TOWARDS MOBILE BANKING: IDENTIFYING MAJOR CONTRIBUTING FACTORS
Introduction
Mobile Banking (also known as M-Banking, SMS Banking) is a term used for
performing balance checks, account transactions, payments, credit applications and other
banking transactions through a mobile device such as a mobile phone or Personal Digital
Assistant (PDA). 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 and stock market transactions, to administer accounts
and to access customized information. The advent of the internet has enabled new ways to
conduct banking business, resulting in the creation of new institutions, such as online banks,
online brokers and wealth managers.
Objectives of the study
1. To explore the major factors responsible for mobile banking.
2. To find out the respondents‘ perception on various mobile banking applications.
3. To examine there is any relation with the demographic variable (eg: gender) and
respondents‘ perception about mobile banking and whether the user and non user
perception differs.
Hypotheses of the study
1. There is a significant relation between factors responsible for mobile banking and
respondents‘ perception on various mobile banking applications.
2. There is a significant relation between demographic variable and respondents‘
perception about mobile banking.
3. There is a significant relation between the user and non user perception on various
mobile banking applications.
Conclusions
The analysis done with the help of statistical tools clearly indicate the factors
responsible for mobile banking Factor Analysis results indicate that ̳utility request‘,
̳security‘, ̳utility transaction‘, ̳ticket booking‘ and ̳fund transfer‘ are major factors. Out of
total respondents‘ more than 50% agree that mobile banking is convenient and flexible ways
of banking and it also have various transaction related benefits.