A Project Report on

A STUDY ON MOBILE BANKING WITH SPECIAL REFERENCE TO PALAKKAD

Submitted in partial fulfillment of the requirements

for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION WITH COMPUTER

APPLICATIONS

OF BHARATHIAR UNIVERSITY

Submitted By

AHAMED HUSSAIN. K

Register No : 1725G0367

Under the Guidance of

Dr. S. UMA MAHESWARI

Head of the Department

Department of Management Studies

AJK College of Arts and Science

Navakarai, Coimbatore – 641 106

MARCH 2020

1
 CERTIFICATE

This is to certify that the project work entitled “A STUDY ON MOBILE BANKING
WITH SPECIAL REFERENCE TO PALAKKAD” submitted to BHARATHIAR UNIVERSITY
in partial fulfillment of the award of degree of BACHELOR OF BUSINESS ADMINISTRATION
WITH COMPUTER APPLICATIONS is a record of original work done by me during the period of
study in AJK College of Arts and Science under the supervision of Dr. S.Uma Maheswari, Head of
the Department, Department of Management Studies.

Signature of the Guide Signature of the HOD

Project viva –voce held on

Signature of the Internal Examiner Signature of the External Examiner

2
 DECLARATION

I hereby declare that the project report entitled “A STUDY ON MOBILE

BANKING WITH SPECIAL REFERENCE TO PALAKKAD” is submitted in partial fulfilment
of the requirement for the award of the degree of BACHELOR OF BUSINESS ADMINISTRATION
WITH COMPUTER APPLICATIONS in BHARATHIAR UNIVERSITY is a record of my own
work carried out by me during the academic year 2019 – 2020 under the supervision and guidance
of Dr. S.Uma Maheswari, Head of the Department, Department of Management Studies, AJK College
of Arts and Science. The matter embodied in this project report is original work done by me and has
not been submitted for the award of any other degree or diploma, either in this or any other
University.

Place:

AHAMED HUSSAIN. K

Date: Reg. No: 1725G0367

3
 ACKNOWLEDGEMENT

This project work would not have been completed without the help of so many, so I would like to
acknowledge my whole hearted gratitude to those persons who made me shed knowledgeable light on
my project work.

First of all, I would like to thank GOD ALMIGHTY, for having showered his choicest blessing
to complete the project work.

I like to express my sincere thanks to Dr. Ajeet kumar Lal Mohan, Secretary of our college and our
Principal Dr. B. Satheesh Kumar for their continuous moral support.

I take this opportunity to extend our sincere gratitude to my Guide & Head Of the Department,Dr.S
Uma Maheswari S for her scholarly guidance, valuable suggestion & encouragement throughout the
course of this project.

I would like to extend my sincere thanks to family members & friends for their continuing support
and co-operation.

AHAMED HUSSAIN. K

4
 TABLE OF CONTENTS

CHAPTER CONTENTS PAGE.NO

NO.

CHAPTER 1 ABSTRACT 6

CHAPTER 2 INTRODUCTION TO THE STUDY 7

CHAPTER 3 REVIEW OF LITERATURE 9

CHAPTER 4 OBJECTIVES OF THE STUDY 15

CHAPTER 5 LIMITATIONS OF THE STUDY 16

CHAPTER 6 RESEARCH METHODOLOGY 17

CHAPTER 7 DATA ANALYSIS AND INTERPRETATION 19

CHAPTER 8 8.1 FINDINGS 37

8.2 SUGGESTIONS 39
8.3 CONCLUSION 40

CHAPTER 9 BIBLIOGRAPHY 41

5
 CHAPTER 1

ABSTRACT

This project is undertaken Study of mobile banking in palakkad district. The study has been
conducted by adopting survey method among the people of palakkad district with the help of
Questionnaire. The study was conducted by taking a sample of 100 women entrepreneurs in
Palakkad district.

6
 CHAPTER 2

2.1 INTRODUCTION TO THE STUDY

Mobile banking is a service provided by a bank or other financial institution that allows its customers
to conduct financial transactions remotely using a mobile device such as a Smartphone or
tablet. Unlike the related internet banking it uses software, usually called an app, provided by the
financial institution for the purpose. Mobile banking is usually available on a 24- hour basis. Some
financial institutions have restrictions on which accounts may be accessed through mobile banking, as
well as a limit on the amount that can be transacted. Mobile banking is dependent on the availability
of an internet or data connection to the mobile device.

Transactions through mobile banking depend on the features of the mobile banking app provided and
typically includes obtaining account balances and lists of latest transactions, electronic bill payments,
remote check deposits, Persons to Persons payments, and funds transfers between a customer's or
another's accounts. Some apps also enable copies of statements to be downloaded and sometimes
printed at the customer's premises. Using a mobile banking app increases ease of use, speed,
flexibility and also improves security because it integrates with the user built-in mobile device security
mechanisms.

From the bank's point of view, mobile banking reduces the cost of handling transactions by reducing
the need for customers to visit a bank branch for non-cash withdrawal and deposit transactions.
Mobile banking does not handle transactions involving cash, and a customer needs to visit an ATM or
bank branch for cash withdrawals or deposits. Many apps now have a remote deposit option; using the
device's camera to digitally transmit cheques to their financial institution.

Mobile banking differs from mobile payments, which involves the use of a mobile device to pay for
goods or services either at the point of sale or remotely, analogously to the use of a debit or credit
card to effect an EFTPOS payment.

In one academic model, mobile banking is defined as:

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 customised information."

7
 According to this model mobile banking can be said to consist of three inter-related concepts:

 Mobile accounting
 Mobile financial information services

Most services in the categories designated accounting and brokerage are transaction-based. The non-
transaction-based services of an informational nature are however essential for conducting
transactions – for instance, balance inquiries might be needed before committing a money remittance.
The accounting and brokerage services are therefore offered invariably in combination with
information services. Information services, on the other hand, may be offered as an independent
module.

Mobile banking may also be used to help in business situations as well as for financial situation

Key Differences Between Mobile Banking and Internet Banking

Conversely, mobile banking is a service that enables the customer to perform banking transactions
using a cellular device .........Mobile banking uses Short message service, mobile application or the
web. In contrast, Internet Banking uses bank's website.

8
 CHAPTER 3

REVIEW OF LITERATURE

Jadav Anil (2004)[1], made a study on Status of E-banking in India, described various channels of e-
banking services such as ATM, Telephone Banking, Mobile Banking, internet banking and its
features. The focus is also given on e-banking opportunities, challenges and security aspects while
performing the banking transaction on the internet. Comparison of public, foreign and co-operative
banks and barriers to the growth of e-banking in India are also discussed. Finally the paper discusses
an overview of the major private sector banks such as ICICI, HDFC, IDBI and UTI banks provides e-
banking services

Jonathan Donner(2005)[2] made a study on Mobile Banking and Economic Development: linking
adoption, impact, and use, he stated that, various initiatives use the mobile phone to provide financial
services to those without accesses traditional banks. Yet relatively little scholarly research explores
the use of these m-banking/m payments systems. Presenting illustrative data from explanatory work
with small enterprises in urban India, it argues that contextual research is a critical input to effective
“adoption” or “impact” research. She also stated that the challenges of linking studies of use to those
of adoption and impact reflect established and communication technologies and development research
community.

Ranjuchaandran(2006) [3]
made a study on “Pros and cons of Mobile Banking”. Mobile Banking
refers to provision of banking and financial services with the help of mobile telecommunication
devices. After the launch of Mobile Banking in India, mobile banking transactions have seen some
growth. Majority of customers prefer banking in traditional ways. The basic objective is to
identify the advantages and limitations of mobile banking and the problems faced by customers in
mobile banking. He also stated that, Banking Apps can make bill paying and bank account
management incredibly convenient. But the risk of identity theft is a major downside. Fortunately, it’s
easy to avoid most of the pitfalls with commonsense solutions like strong password protection and
secure connections. By keeping these security tips in mind, we can enjoy a safer Mobile banking
experience
Devadevan(2006)[4], made a study on “Mobile banking in India-Issues and challenges” he stated that,
Technology plays an important role in banking. Mobile banking is an emerging alternate channel
for banking institution. The rapid technology development in mobile

9
technology like 2G, 3G, and 4G has become matrix challenges for banks. It is visible that the bank
which started mobile banking in the form of SMS banking, then adopted application (software) based
model for tradition mobile handsets, the evaluation of smart phones, mobile operating system and
Mobile Apps posed the banks to adopt the current technology. The customers are mostly using ATM
and online banking services. Most of the customers feel comfortable without mobile banking. They
also feel, there are chances of misuse in mobile banking due to mobile handset theft.

Nitin Nayak, Vikas Nath, Nancy Goel(2008)[5], they made a study on “A study of Adoption
behavior of mobile banking services by Indian consumers”.They are stated that, recent innovations in
the telecommunication have proven to be a boon for the e-banking sector and its customers: one of
these is Mobile Banking, where customers interact with the bank via mobile phones. This review
shows that to fulfill the expectations of the consumers and to increase the mobile banking users,
mobile banking service provider needs to increase the awareness about the mobile banking services.

Sunil, kumar Mishra and Durga Prasad sahoo(2009)[6], they made a study on “Mobile Banking
adoption on and Benefit towards customer’s service.” They are stated that, In order to achieve the
goals of business, various channel of communications to customers have to be developed through
technology.Mobile banking is considered a new era in banking, in which banks are spending
considerable amount of money to have it available to their customers and to cut their operations costs.
Unfortunately, evidence have shown that some number of customers do not use mobile banking for
various reasons, despite its benefits.

Krassie Petrova(2009)[7], made a study on “Mobile Banking background, services and adoption he
stated that, a new communication technology is redefining the convergence of telecommunication and
computing. Mobile banking has emerged as a possible powerful provider of bundled banking
services. New platforms and protocols are being developed able to create and support a seamless
and truly global service platform. The mass adoption of mobile banking will depend on the provision
of secure, reliable and easy to customize user

10
interfaces. Paper examines some relevant standards and protocols for mobile banking and discusses
mobile banking services and their adoption within a conceptual framework Rahamathsafina, Hema
Date, Abdullah Kammani, and ‘Niserhundewale’(2010) [8]
they made a study on, Technology
adoption and Indian consumers: study on mobile banking, they stated that, information
technology is consider as the key driver for the changes taking place around the world. Mobile
banking is the latest and most innovative services afford by the banks. The transformation from the
traditional banking to E-banking has been a ‘leap’ change. The evolution of E-banking started
from the use of Automatic Teller Machine (ATM) and telephone banking (Tele banking),direct bill
payment, electronic fund transfer, and the evolutionary online banking. This study determines the
consumer perspective on mobile
banking adoption.

Priti Singh(2011)[9] The study finds out that there are several problems applicable to mobile banking
services, According to this study from the customers point of view security, standard of services
provided by the banks ,mobile operations are some of the analytical issues or challenges faced by
mobile banking in India .

HamzaSalim (2011)[10] this study focused on factors affecting Jordanian consumers‟ adoption of
mobile banking services. He revealed on developing countries has transcended from a traditional
brick-and mortar model of customers queuing for services in the banks to modern day banking where
banks can be reached at any point for their services. This can be attributed to the tremendous growth in
mobile penetration in many countries across the globe including Jordan. He currently attempt on
exploratory study is to identify the underlying factors that affects mobile banking adoption in Jordan.
These studies have been collected using a questionnaire containing 22 questions. Out of 450
questionnaires that have been distributed and factors that may affect Jordanian mobile phone users' to
adopt mobile banking services were examined. Finally he come out with the findings suggested that
all the six factors, self efficacy, trainability, compatibility, complexity, risk and relative advantage
were statistically significant in influencing mobile banking adoption services.

Prerna Sharma (2012)[11] , this study was conducted on mobile banking in India: barriers in adoption
and services preferences. He revealed in his study mobile banking is growing yet there

11
are numbers of issues and threats in mobile banking system and the major problem of mobile banking
is its non-adoption by the customers and also research focuses on the barriers in adoption of mobile
banking. It further focuses on preferred services by the Mobile banking customers and influence of
demographic variable on mobile banking service adoption. A cross-section descriptive design was
adopted and data collected was subject to Product moment correlation, one way kolmogorov-Smirnov
test and frequency analysis. Finally this study suggests that customers security concern is the major
barrier in adopting mobile banking services and also preferred services are concern balance check
tops, as customers prefer information based services rather than financial services provided by the
bank

[12]
Martin Kweyu(2013) this study attempts on factor analysis of customers perception of mobile
banking services in Kenya In this study investigated factors that influence the adoption of mobile
banking services in Kenya. In particular we have shown empirically that the influence of the
intervening demographic factors and the consumer perception may have differential impact in
emerging market as compared to developed market situations. This study results indicated that there
was no significant difference in the perception of ease of use and risk of use between genders in the
decision. The major findings of the study will therefore provide the financial industry with a better
understanding of the factors underlying consumer adoption of mobile banking services.

[13]
Mahmood Jasim (2014) this study conducted on the factor influencing customer usage of mobile
banking services in Jordan. This current study seeks to determine the factors that affect the acceptance
of the use of mobile banking services from the viewpoint of customers. These factors are divided into
two groups in terms of their impact; the first represents the motivating factors that drive customers to
use mobile banking services. The major findings provided support for the model of the study. The
design and development of this questionnaire was based on an initial pretested survey distributed to a
sample consisting of (56) customers of Jordan Banks. Finally this study result is acceptable as the
member’s .All the hypotheses regarding the impact of the factors included in the study on usage of
mobile banking were supported and hypotheses of the study have been accepted, indicating the positive
impact of the motivating factors on the usage of mobile banking services.

Mohammed Husein(2015)[14] this study was undertaken on preference on the perception of mobile
banking: A Saudi Arabian perspective. This study was also to investigate specific factors

12
that predict the acceptance of mobile banking in Saudi Arabia and a questionnaire was developed to
focus on a number of constructs, identified in the literature, as potential predictors of acceptance quality
of Internet connection was highlighted to have a significant impact on the perceived ease of using
mobile banking. And the perceived usefulness of mobile banking was significantly affected by the
degree of awareness among customers. Trust in mobile banking and resistances to change are among
factors with a significant impact on consumer's attitude towards adopting mobile banking. Finally this
research extended the existing Technology Acceptance Model (TAM) and made valuable
contributions to mobile banking service providers as well as to researchers in mobile and Internet
banking in the Saudi Arabia

Nidhi Singh, Neena sinha(2016)[15] This study is concerned with mobile banking which states that
the banking sector has to create more consciousness to the customers regarding the banking services
provided by the banks. This study also reflects the alteration of traditional method of transaction used
by adding mobile banking services.

[16]
Lalitha Balakrishnan (2016) this study also revealed on factors affecting mobile banking
services–An empirical study on adoption of mobile banking mode of services, presently the Internet
technology has brought the third revolution to this world. The banking sector has been upgrading their
services with the use of technology from time to time like introducing the ATM – Automatic Teller
machine which took more than a decade to get popular and the phone and net banking took half the
time of ATM. In this study identifies mobile banking technology which is the third era of technology
of banking sector after phone and net banking and comparatively its growth is phenomenal when
compared to the first two eras. Even in India the Mobile Banking is growing fast because of the
world’s largest subscriber base in mobile sector after China.

Suresh(2017)[17] , this study focused on changing consumer behavior for mobile banking services in
India. Mobile banking is the latest and most innovative service offered by the Banks. The purpose of
the study is to investigate determinants of Mobile banking adoption based on an individual “benefits
and costs of adopting mobile banking. The main factors that determine the customer satisfaction of
mobile banking in India are security, efficiency, cost effectiveness, easy demand fulfillment and
correctness in results. It aims to analyze the customer response and customer satisfaction of mobile
banking through these factors. Mobile banking is one of the alternatives in e- channels available to
customer for quick and efficient of service at anytime of

13
the day and from anywhere to use. Banks can also use to unable the banking for increasing the
efficiency of their staff create a platform. Finally this paper an Endeavour has been made to explore the
consumer satisfaction of the new electronic payment service as mobile banking and the factors
influencing the adoption of mobile banking services.

[18]
D. Vanisree(2017) made a study on Mobile Banking in India: Barriers in adoption and service
preferences, she stated that Mobile banking yet there are numbers of issues and threats in Mobile
banking system and the major problem of mobile banking customer influence of demographic
variable on mobile banking services adoption. A cross-section descriptive design was adopted and
data collected was subject to product moment correlation. She also stated that the customer’s security
concern is the major barrier in adopting mobile banking services. As for as preferred services are
concern balance check tops, as customer prefer information based services rather than financial
services provided by the bank.

Simplice A. Asongu,Nicholas M Odhiambo(2017) [19] A study that enquire into the relationship
between mobile banking & inclusive development that includes quality of growth, in equality &
poverty. The conclusion that can growth, inequality & poverty of the developing countries.

14
 CHAPTER 4

OBJECTIVES OF THE STUDY

 To identify factors influencing the customer satisfaction towards mobile banking

 To Examine the future prospects of mobile banking in palakkad region.

 To suggest certain measures to improve the mobile banking services.

 To Examine the benefits of Mobile Banking

 To analyse Consumer perception towards Mobile banking

15
 CHAPTER – 5

LIMITATIONS OF THE STUDY

1. Due to time constraint, the study was restricted to only 100 respondents in Palakkad district.

2. Reluctance of the people to provide complete information affect the validity of responses.

3. As the period available for the study is limited, in depth study could not be done.

16
 CHAPTER 6

RESEARCH METHODOLOGY

RESEARCH DESIGN

The study is descriptive in nature. It intends to explore the consumer perceptions on problems of
mobile banking services of customers in palakkad district. The data of study was gathered through
a structured questionnaire A direct survey was used to collect the data for this study.

Sampling technique

Since the entire population, sampling technique is adopted. The customers of mobile banking
services was interviewed using convenience sampling method.

1.6.2SOURCES OF DATA COLLECTION

Data collection is a process of collecting information from all the relevant sources to find answer
to the research problem. Data collection methods can be divided into two categories: secondary
method of data collection and primary method of data collection.

SECONDARY SOURCES

Secondary data refers to the information or facts already collected. Such data are collected with
the objectives of understanding the past status of any variable data collected and reported by some
source is accessed and used for the objective of the study. The secondary data were collected from:
Magazine, Books, Journals, Websites

PRIMARY SOURCES

Collection of primary data during the course of the study or research can be through observations
or through direct communication with respondents on one form or another or through personal
interviews.Data for the current study have collected through primary data by means of a
questionnaire. The questionnaire was formulated keeping in mind the objectives of the research
study.

SAMPLING DESIGN

i. POPULATION: Here the population is the total number of women entrepreneurs in Palakkad
17
district.

ii. SAMPLE SIZE: The study was conducted by taking a sample of 100 women entrepreneurs in
Palakkad district.

iii. SAMPLING METHOD: The sampling used for the study is Random sampling.

18
 CHAPTER 7

DATA ANALYSIS AND INTERPRETATION

TABLE: 7.1

AGE WISE CLASSIFICATION

Age group No of respondents Percentage of response

Below 30 years 5 10
31-40years 13 26
41-50years 12 24
Above 50 years 20 40
TOTAL 50 100

CHART:7.1

AGE WISE CLASSIFICATION

45

40

35

30
Percentage of response
25

20
Below 30 31-40years 41-50years Above 50
15
years years
10

5
INTERPERTATION:
0
The above table shows that out of 50 respondents majority of the respondents are above 50years
of age.

19
 TABLE: 7.2

GENDER

GENDER No of respondents Percentage of response

Male 14 28
Female 36 72
TOTAL 50 100

CHART: 7.2

GENDER

Percentage of response

Male
Female

INTERPRETATION

The above table shows that out of 50 respondents the majority of the respondents are Female.

20
 TABLE: 7.3

MARITAL STATUS

Marital status No of respondents Percentage of response

Married 27 54
Un Married 23 46
TOTAL 50 100

CHART: 7.3

MARITAL STATUS

Married Un married

46%

54%

INTERPRETATION

The above table shows that out of 50 respondents the majority of the respondents are married.

21
 TABLE: 7.4

MONTHLY INCOME

Monthly income No of respondents Percentage of

response
Up to 10000 9 18
10000 - 30000 15 30
30000 - 50000 13 26
50000 & above 12 24
TOTAL 50 100

CHART: 7.4

MONTHLY INCOME

35

30

25 Percentage of response

10
20

5
Up to 10000 10000 - 30000 - 50000 &
15
30000 50000 above
0
INTERPERTATION:

The above table shows that out of 50 respondents having their monthly income between 10000-
30000.

22
 TABLE 7.5

PERIOD OF USING MOBILE BANKING SERVICE

Mobile banking service No of respondents Percentage of response

Less than 1 year 14 28
1 – 2 years 11 22
2 – 4 years 15 30
Above 15 times 10 20
TOTAL 50 100

CHART: 7.5

PERIOD OF USING MOBILE BANKING SERVICE

INTERPERTATION:

The above table shows that out of 50respondents majority of respondents are using mobile banking
services 2-4 years.

23
 TABLE: 7.6

FREEQUENCY OF USING MOBILE-BANKING IN A MONTH

Monthly usage No of respondents Percentage of response

0 – 5 times 18 36
5 – 10 times 14 28

10 – 15 times 8 16
Above 15 times 10 20

TOTAL 50 100

CHART: 7.6

FREQUENCY OF USING MOBILE-BANKING IN A MONTH

40

35

30

25

20 Percentage of response

15
10

0
0 – 5 times 5 – 10 times 10 – 15 Above 15

times times

INTERPERTATION:

The above table shows that out of 50 respondents most of the respondents are using M-banking
services 5 times in a month.

24
 TABLE: 7.7

REASON FOR USING MOBILE BANKING SERVICE

Reasons for using No of respondents Percentage of response

Speed 18 36

Safety & security 6 12

Transaction efficiency 12 24
User friendly 14 28
TOTAL 50 100

CHART: 7.7

REASON OF USING MOBILE BANKING SERVICE

Speed Safety & security Transaction efficiency User friendly

28%

36%

INTERPERTATION

The above table shows that out of 50 respondents majority of the respondents are using M-banking
24%
services in basis of speed and user friendliness.

12%

25
 TABLE: 7.8

MOBILE BANKING APPLICATIONS

Variables Respondents Percentage

Pay tm 8 16
Google pay 18 36
Phone pay 15 30
Pay pal 9 18
Others 0 0
TOTAL 50 100

CHART: 7.8

MOBILE BANKING APPLICATIONS

Percentage
40

35

30

25
Percentage
20
15

10

0 Pay tm Google pay Phone pay Pay pal Others

INTERPRETATION

The above table shows that out of 50 respondents 18 respondents are using Google pay the most
out of the Mobile banking apps.

26
 TABLE: 7.9

SATISFACTION LEVEL ON TECHNOLOGICAL USAGE

Monthly Highly Satisfied Neutral Dissatisfied Highly TOTAL

banking satisfied Dissatisfied
service
Fund 13 16 11 7 3 50
transfer
Prepai 17 15 80 6 4 50
d
mobile
recharge
Bill 15 17 10 6 2 50
payment
View 15 18 8 6 3 50
chequ
e
status
Check 22 15 6 5 2 50
th
e cash
balance

CHART: 7.9

SATISFACTION LEVEL ON TECHNOLOGICAL USAGE

INTERPERTATION: The above table shows that out of 50 respondents, most of the respondents
are satisfied with the technological usage of M-banking.
27
 TABLE: 7.10

ACCESSIBILITY OF MOBILE BANKING SERVICE

Accessibility No of respondents Percentage of respondents

Excellent 12 24
Good 13 26
Average 11 22
Poor 8 16
Very poor 6 12
TOTAL 50 100

CHART: 7.10

ACCESSIBILITY OF MOBILE BANKING SERVICE

INTERPERTATION:

The above table shows that out of 50 respondents most of the respondents are rated good in their
accessibility.

28
 TABLE: 7.11

AWARENESS LEVEL OF CUSTOMER ABOUT SERVICE AVAILABLE

Particular No of respondents Percentage of respondents

YES 33 66
NO 17 34
TOTAL 50 100

CHART: 7.11

AWARENESS LEVEL OF CUSTOMER ABOUT SERVICE AVAILABLE

YES NO

34%

66%

INTERPERTATION:

The above table shows that out of 50 respondents, 66% of the respondents are aware about the
services available in mobile banking.

29
 TABLE: 7.12

SERVICE QUALITY DIMENSION

Quality Extremely Satisfied Neutral Dissatisfied Extremely Total

dimension satisfied Dissatisfied

Reliability 18 15 12 4 1 50
Responsiveness 16 14 13 5 2 50
Efficiency 22 16 8 3 1 50
Easy & 16 19 9 4 2 50
convenient
banking
Customers service 13 16 10 9 2 50
Safety & security 9 12 13 12 4 50

CHART: 7.12

SERVICE QUALITY DIMENSION

25

20

15
Extremely satisfied
10 Satisfied
5 Neutral
Dissatisfied
0

Extremely Dissatisfied

INTERPERTATION:

The above table shows that out of 50 respondents most of the respondents are satisfied with the
quality dimension of Mobile-banking.
30
 TABLE: 7.13

PROBLEM FACED IN MOBILE BANKING SERVICE

Problems Ver Mediu Low Ver Tota

High m l
y y
high low
In ability to 6 9 11 18 6 50
login
the A/C
Connection 18 15 11 4 2 50
problems due to
server error
Money lost 6 8 12 19 5 50
without my
knowledge
Transaction failed 12 20 12 5 1 50
but amount
deducted
Low speed 10 24 12 3 1 50

CHART: 7.13

PROBLEM FACED IN MOBILE BANKING SERVICE

30

25
Very high
20 High
15 Medium
Low
10

5 Very low
CInon
abnielicttyiotn
oplorgoibnlethm
MesoAdn/u
eCey ltosstewrTvitreh
arn
oesuratrcom
trioynknfaoiw
leldedbguet amount Ldoew
duscpteeedd
0

INTERPERTATION

:The above table shows that out of 50 respondents majority of the respondents are facing problems
with connection problem and low speed

31
 TABLE: 7.14

NEW TECHNOLOGY TO SUCCESS BANKING

Satisfaction level No of respondents Percentage of respondents

Very high 7 14
High 10 20
Average 15 30
Low 8 16
Very low 10 20
TOTAL 50 100

CHART: 7.14

NEW TECHNOLOGY TO SUCCESS BANKING

Percentage of respondents
Very high High Average Low Very low

14%
20%

20%
16%

30%

INTERPERTATION:

The above table shows that out of 50 respondents, 30% of the respondents are Average in
satisfaction level

32
 TABLE: 7.15

TECHNOLOGY SERVICES OF BANK

Particulars No of respondents Percentage of

respondents
Highly satisfied 17 34
Satisfied 12 24
Neutral 10 20
Dissatisfied 7 14
Highly dissatisfied 4 8
TOTAL 50 100

CHART: 7.15

TECHNOLOGY SERVICES OF BANK

INTERPERTATION:

The above table shows that out of 50 respondents,34% of the respondents are highly satisfied.

33
 TABLE: 7.16

FAMILIAR WITH MOBILE BANKING FACILITY

Banking facility No of respondents Percentage of respondents

Books 10 20
Media 18 36
Friends 12 24
Others 10 20
Total 50 100

CHART: 7.16

MOBILE BANKING FACILITY

Others

Friends

Media

Books

0 5 10 15 20 25 30 35 40

Percentage of respondents

INTERPERTATION:

The above table shows that out of 50 respondents, 36% of the respondents are familiar with media

34
 TABLE: 7.17

SUGGEST MOBILE BANKING TO YOUR FRIENDS

Particular No of respondents Percentage of respondents

YES 38 76
NO 12 24
TOTAL 50 100

CHART: 7.17

SUGGEST MOBILE BANKING TO YOUR FRIENDS

INTERPERTATION:

The above table shows that out of 50 respondents, 76% of the respondents are suggesting their
friends to mobile banking.

35
 TABLE: 7.18

RESPONDENTS IN NEW UPDATES IN BANKING

Particular No of respondents Percentage of respondents

YES 32 64
NO 18 36
TOTAL 50 100

CHART: 7.18

RESPONDENTS IN NEW UPDATES IN BANKING

YES NO

36%

INTERPERTATION: 64%

The above table shows that out of 50 respondents, 64% of the respondents are updated with all new updates in

banking.

36
 CHAPTER 8
8.1 FINDINGS

 Most (64%) of the respondents are above 41 year old.

 Most (72%) of the respondent are female.
 Most (54%) of the respondent are married.
 Most (30%) of the respondents incomes are 10000-30000.
 Most (30%) of the respondents are using mobile banking services from 2-4 years.
 Most (36%) of the respondents are using mobile banking service 0-5 times in a month.
 Most (36%) of the respondents are satisfied in the speed.
 Most (36%) of the respondents are using google pay.
 Most (16%) of the respondents are satisfied in fund transfer.
 Most (17%) of the respondents are highly satisfied in mobile recharge.
 Most (17%) of the respondents are satisfied in bill payment.
 Most (18%) of the respondents are satisfied in viewing cheque status.
 Most (44%) of the respondents are highly satisfied in checking cash balance.
 Most (26%) of the respondents are rated good in accessibility.
 Majority (66%) of the respondents are rated yes in service availability.
 Most (18%) of the respondents are extremely satisfied in quality dimension.
 Most (15%) of the respondents are extremely satisfied in responsiveness.
 Most (22%) of the respondents are extremely satisfied in efficiency.
 Most (19%) of the respondents are satisfied in easy & convenient banking.
 Most (16%) of the respondents are satisfied in customer services.
 Most (13%) of the respondents are neutrally satisfied in safety & security.
Most (18%) of the respondents are rated low in ability to login the A/C.
 Most (18%) of the respondents are rated very high in connection problems due to server
error
 Most (19%) of the respondents are rated low in lost of money without knowledge.
 Most (20%) of the respondents are rated high in amount deducted when the transaction
failed.
 Most (24%) of the respondents are rated high problems in low speed internet.
 Most (17%) of the respondents are highly satisfied in overall technology services.

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 Most (15%) of the respondents are rated average in new technology to the success bankers.
 Most (18%) of the respondents are rated media familiar with mobile
Banking.
 Most (76%) of the respondents suggested mobile banking to their friends.

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 8.2 SUGESSTIONS

Based on the above findings and conclusion on Mobile-banking awareness, adoption,Experience and
satisfaction, the following suggestions are made to make furtherImprovements in these aspects of
Mobile-banking.

1. The use of M-banking delivery channels is still not up to the mark as expected by the banks.This
requires awareness building among the customers about thebenefits of these services. Customers
should be properly educated about themechanism of using these services.

2. The banks have to initiate steps to educate the customers about new bankingservices / new
products, mobile banking, ATM's, online banking , etc. The bankermay have to conduct different
programs like customers day, customer meet andCustomer campaign in which they can directly
interact with their customers andEducate them about their new products /services.

3. Banks should take prompt and timely action to ensure the smooth functioning ofMobile banking.
Customers should be relieved from their apprehensions and make them-feel comfortable while using
m- banking.

4. Banks should ensure safety and confidentiality while delivering services throughMobile banking.
By customer education, bank managers can remove somedisbelieves that non users have with regard
to mobile banking. So the challengeto all banks will be to expand the mobile banking user base and
slowly increasethe range of services to the customers.

5. For adoption of mobile banking, it is necessary that the banks offering thisservice make the
consumers aware about the availability of such a service and explain how it adds value to their
banking needs.

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 8.3 CONCLUSION

This study attempted to identify key quality attributes of mobile banking services
by analyzing mobile banking customers & their comments on banking experience. The findings
of this study show that despite of many advantages of mobile banking. People still consider it as
alternative for analyzing their bank records. Although every bank today provides the facility of
mobile banking but most people use it only 3-5 times only in a month. This reason is that in case of
internet banking interpersonal interaction with customers is seldom possible. Identification &
measurement of customer’s expectations of the mobile banking service provide a frame of
reference & their related quality dimensions. The main factor which persuade people to use
mobile banking are comfort & convenient & the facility which attracts them most is quality &
quantity of information. Therefore the implementation of quality initiatives should begin with
defining customers need & preferences & their related quality dimensions. There is still a lot
needed for the banking system to make reforms and train the customers for using internet for
their bank account. Going through the survey the main problem lies that still customers have a
fear of hacking of accounts and thus do not go on for mobile banking. Banks are trying their
level best by providing the best security options to the customers but then to there is lot of
factors which betrays a customer from opening an internet bank account.

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 CHAPTER - 9

BIBILIOGRAPHY

BOOKS

1) Marketing research by BERRY G.C

2) Marketing Research by Malhotra N.K. , fifth edition

SITES

www.hdfcbank.com/

en.wikipedia.org/wiki/Perceptualmapping www.rocw.raifoundation.org/fashion/BAfashion-
mktg/brandpositioning/lecture- notes/lecture-04.pd

en.wikipedia.org/wiki/Multidimensional scaling

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