Project Report Submitted To

“A STUDY ON CUSTOMER SATISFACTION TOWARDS MOBILE
BANKING APPLICATIONS”
Project report submitted to
CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA
In partial fulfilment of the requirements for the award of the degree
Master of Commerce
Submitted By
ANAND VARKEY PAUL
(CCAUMCM005)
Under the guidance of
Ms. SHINE PAUL
PG AND RESEARCH DEPARTMENT OF COMMERCE
CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA
UNIVERSITY OF CALICUT
MARCH 2022
Curiginal
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LIBRARIAN
CHRISTCOLLEGE(AUTONOVOUS)
ITNJALAKLDA
1/19
CERTIFICATE
This is to certify that the project entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS MOBILE BANKING APPLICATIONS” by Mr.
ANAND VARKEY PAUL is a bona-fide record of work done under my guidance and
supervision in partial fulfillment of the requirement for the award of the degree of Master
of Commerce.
DECLARATION
I, ANAND VARKEY PAUL, hereby declare that the bona-fide record of “A STUDY
ON CUSTOMER SATISFACTION TOWARDS MOBILE BANKING
APPLICATIONS” done in partial fulfillment of the M. Com degree program of
Calicut University under the guidance of Ms. SHINE PAUL, Post Graduate and
research Department of Commerce, Christ College (Autonomous), Irinjalakuda.
I also declare that the project has not formed the basis of reward of any degree or any
other similar title to any other University.
Place: Irinjalakuda
Date:
ACKNOWLEDGEMENT
First, I praise and thank God Almighty who showers his plentiful blessings upon me,
whoguide, shield and strengthen me all the time.
I wish to express my profound gratitude and heart-felt thanks to our
Principal Fr. Dr. Jolly Andrews CMI for his encouragement and for giving me permission
for the study.
I am thankful to Dr. Josheena Jose, our HOD and my Project Guide
Ms. Shine Paul without whose guidance and encouragement, I could not have completed
my Project work. In spite of her busy schedule, she spared some of her precious time to
me for this work. Her moral support besides the scholarly guidance in research is the
foundation of this Project. Thank you, for all the help and guidance. I’m also thankful to
the other faculties of the department for their valuable advices and co-operation, rendered
for the successful completion of my project.
I put forward my thankfulness to the Librarian and Non-Teaching
Staffs of Christ College Irinjalakuda (Autonomous) for their co-operation. I also take this
opportunity to thank my parents, friends and classmates who have been a source of
inspiration. Without their encouragement, it would not have been possible for me to
complete my project successfully.
Place: Irinjalakuda ANAND VARKEY PAUL

Date:
CONTENTS
SI. NO. TITLE PAGE NO.
1 LIST OF TABLES
2 LIST OF FIGURES
3 CHAPTER I: INTRODUCTION 1-4
4 CHAPTER II: REVIEW OF LITERATURE 5-11
5 CHAPTER III: THEORECTICAL FRAMEWORK 12-23
6 CHAPTER IV: DATA ANALYSIS AND INTERPRETATION 24-60
7 CHAPTER V: FINDINGS SUGGESTIONS AND CONCLUSION 61-63
8 BIBLIOGRAPHY 64-65
9 APPENDIX 66-70
LIST OF TABLES
TABLE PAGE
TITLE
NO NO.
4.1 Classification of responses on the basis of Gender 24
4.2 Classification of responses on the basis of Employment status 25
4.3 Classification of responses on the basis of Monthly income 26
4.4 Classification of responses on the basis of Education 27
4.5 Classification of responses on the level of phone/computer/ tablet knowledge 28

Mobile Banking Application are more convenient than traditional Banking
4.6 29
Methods
Classification of responses on the basis of factors affecting to open Mobile
4.7 30
Banking account
4.8 Classification of responses on the basis of Status of usage 31
Classification of responses base on how often they use Mobile banking
4.9 32
application.
4.1 Classification on the basis of the type of mobile banking application 33
4.11 Classification on the basis of the UPI payment app used the most 34
4.12 Classification on the basis of the number of UPI Payment Apps used 35
4.13 Classification on the basis of Direct banking application used the most. 36
4.14 Classification on the basis of number of direct bank apps used by respondents 37
4.15 Does mobile banking application provide personalized features 38
4.16 Classification on the basis of personalized features that respondents use 39
4.17 Classification on the basis of mobile banking services they use. 40
4.18 Classification based on Mobile banking transactions are secure 41
4.19 Classification based on responses Mobile banking is user friendly 42

4.2 Classification based on responses Mobile banking makes transactions faster. 43
Classification based on responses personal information is not misused through
4.21 44
mobile banking
4.22 Classification based on responses Mobile banking updates me about bills due 45
Classification based on responses Complaints regarding mobile banking are
4.23 46
resolved quickly
4.24 Classification based on responses Mobile banking increased my fund transfer 47
Classification based on responses Mobile banking increased my exposure to
4.25 48
investment opportunities
Classification based on Satisfaction level of respondents with the operation
4.26 49
and login facilities.
Satisfaction level of respondents with the bill payment facility provided by
4.27 50
mobile banking
Satisfaction level of respondents with the quality of the service provided by
4.28 51
the Mobile Banking Applications.
Satisfaction level of respondents with the minimum settlement and payment
4.29 52
time
Satisfaction level of respondents with the mobile recharging facilities
4.3 53
provided by mobile banking app.
Satisfaction level of respondents with the personalizes alerts send by mobile
4.31 54
banking application
4.32 Reliability Statistics 55
4.33 Factors influencing customer satisfaction towards mobile banking application 55
4.34 Classification of respondents based on level of Preference 56
4.35 Chi-Square Tests 57
4.36 chi-square analysis 57
4.37 Classification of respondents based on level of satisfaction 59
4.38 Level of satisfaction across Gender 60
4.39 Pearson Chi-square Test 60

LIST OF FIGURES
FIGURE PAGE
TITLE
NO. NO.
4.1 Classification of responses on the basis of Gender 24
4.2 Classification of responses on the basis of Employment status 25
4.3 Classification of responses on the basis of Monthly income 26
4.4 Classification of responses on the basis of Education 27

Classification of responses on the level of phone/computer/ tablet
4.4 28
knowledge
Mobile Banking Application are more convenient than traditional Banking
4.6 29
Methods
Classification of responses on the basis of factors affecting to open Mobile
4.7 30
Banking account
4.8 Classification of responses on the basis of Status of usage 31
Classification of responses base on how often they use Mobile banking
4.9 32
application.
4.1 Classification on the basis of the type of mobile banking application 33
4.11 Classification on the basis of the UPI payment app used the most 34
4.12 Classification on the basis of the number of UPI Payment Apps used 35
4.13 Classification on the basis of Direct banking application used the most. 36
Classification on the basis of number of direct bank apps used by
4.14 37
respondents
4.15 Does mobile banking application provide personalized features 38
4.16 Classification on the basis of personalized features that respondents use 39
4.17 Classification on the basis of mobile banking services they use. 40
4.18 Classification based on Mobile banking transactions are secure 41
4.19 Classification based on responses Mobile banking is user friendly 42

Classification based on responses Mobile banking makes transactions
4.2 43
faster.
Classification based on responses personal information is not misused
4.21 44
through mobile banking
Classification based on responses Mobile banking updates me about bills
4.22 45
due
4.23 46
resolved quickly
Classification based on responses Mobile banking increased my fund
4.24 47
transfer
Classification based on responses Mobile banking increased my exposure
4.25 48
to investment opportunities
Classification based on Satisfaction level of respondents with the operation
4.26 49
and login facilities.
Satisfaction level of respondents with the bill payment facility provided by
4.27 50
mobile banking
Satisfaction level of respondents with the quality of the service provided by
4.28 51
the Mobile Banking Applications.
Satisfaction level of respondents with the minimum settlement and payment
4.29 52
time
Satisfaction level of respondents with the mobile recharging facilities
4.3 53
Satisfaction level of respondents with the personalizes alerts send by
4.31 54
mobile banking application
4.32 Classification of respondents based on level of satisfaction 59
CHAPTER I
INTRODUCTION
1.1 Introduction
In India, the use of the internet and mobile phones has exploded during the previous few
decades. Increased internet usage, mobile phone penetration, and government initiatives such
as digital payment mechanisms are all functioning as catalysts for exponential growth in
digital payment usage. Digital payment refers to electronic consumer transactions for services
and products made at the point of sale (POS) via online banking, mobile banking, or card
payment.
The digital revolution, according to the National Payment Corporation of India (NPCI), has
made digital payment simple. In India, there are about 100 million active mobile connections
and over 22 million SMS subscribers.
Mobile banking is a service offered by a bank or other financial institution that allows
consumers to execute financial transactions remotely using a mobile device such as a cell
phone or a handheld computer. In contrast to related internet banking, it makes use of
software, commonly referred to as apps, given by financial institutions. These applications
offer service 24 hours a day, 7 days a week. Because of its convenience, customers are
increasingly expecting, demanding, and wanting to conduct business using mobile devices.
Both the United States and India launched mobile banking practically simultaneously. Mobile
banking is quickly establishing itself as the most convenient, cost-effective, and efficient
method of conducting business.
As shown in a recent study by Mapa (2012), more than a third of banks detect mobile devices
when they visit their main website. Account information, transactions, investments, assistance,
and content offerings are all examples of typical mobile banking services.
While India's economy is rapidly moving toward digitalization of monetary transactions, it is

critical to meet the customer needs with mobile banking applications. The study also focuses
on identifying the aspects that influence consumer satisfaction with mobile banking
applications, as well as highlighting the biggest issue that users encounter when utilising this
real-time money transfer service.
1
1.2 Statement of the study
The development of mobile banking applications can be seen as a step toward a digital India. In
these instances, it is essential to consider the level of satisfaction with these applications between
various individuals. The project focuses on determining consumer satisfaction with Mobile
Banking Applications among youth. It is said that there is a significant shift from cash to cashless
transactions. This research also looks into the elements that influence user satisfaction with
mobile banking apps.
1.3 Significance of the study

The purpose of the study is to determine the level of customer satisfaction with mobile
banking applications among youth. Because India is heading toward digitalization, these apps
can help make monetary transactions simpler and more convenient. However, it's also crucial
to understand the aspects that influence client satisfaction with mobile banking apps. Only in
this way can we comprehend why there is such a large shift from cash to cashless
transactions. This research could also aid in determining client satisfaction with mobile
banking services.
1.4 Objectives of the study

● To study the preference among youth regarding mobile banking application
● To understand the factors that influences the customer satisfaction towards mobile
banking application.
● To measure the level of satisfaction among youth regarding mobile banking
application
1.5 Hypothesis
H01: There is no significant association between Gender and level of preference towards
H02: There is no significant difference between gender and factors which influences the
preference towards mobile banking application
H03: There is no significant difference between gender and level of satisfaction with the
services provided by mobile banking application
2
1.6 Research methodology
Primary data was collected from 71 respondents among youth. Data is collected by using non-
probability sampling method through structured questionnaires via online survey tools called
Google forms. Data collected from various secondary sources like books, magazines, journal
papers, websites, reports, working papers, etc were also used to get knowledge about the
research area and develop a theoretical framework and research hypotheses. Microsoft Excel
was also used to done some descriptive analysis. SPSS 26 has been used to perform various
tests like Chi Square and Factor Analysis. Cronbach Alpha is the measure used to check the
reliability of the instrument. The alpha value of more than 0.60 is acceptable according to
some past studies done in the area. With the help of SPSS 26, a Reliability test has been
performed on Likert Scale questions. For the attitudinal scale used in the questionnaire, the
Cronbach Alpha value obtained was 0.829. Thus, the research instrument used is considered as
reliable.
1.7 Scope of the study
The study tries to find out the level of customer satisfaction towards mobile banking
applications among youth. Efforts were taken to include maximum samples and measure major
indicators of mobile banking.
1.8 Methods of data collection
Primary sources of data:

The study is mainly based on primary data. They are first-hand information collected by the
surveyor. The data collected are pure and original and collected for a specific purpose. They
have never undergone any statistical treatment before. In the study, data is collected from the
respondents through a well-structured questionnaire.
Secondary sources of data:

This type of data is opposite to primary data. They are collected and published already by
someone else. They can be used as a source of data and used by surveyors to collect data from
and conduct the analysis. Secondary data are had undergone statistical treatment at least once.
3
Secondary source of data is also used for conducting the study. They include journals and
magazines.
1.9 Limitation
● The biggest constraint expected during this study is lack of time and money.
● As this study is based on primary data, there is a risk of personal bias on the respondents'
behalf.
● As the Study is mainly focusing on a special group. So, there is a limitation in availability
of the sample.
● Physical in-depth interview cannot be conducted due to ongoing global pandemic

COVID-19
1.10 Chapter scheme
The current study has been divided into 5 different chapters in the following order-
Chapter 1- Introduction
Chapter 2-Review of literature
Chapter 3- Conceptual framework
Chapter 4- Analysis and interpretation
Chapter 5- Conclusion
4
CHAPTER II
REVIEW OF LITERATURE
Review of Literature
1. Bansal A.K. (2017), The modern customer is no longer a passive consumer, but rather
an assertive individual who expects more and more speed, accuracy, flexibility,
empowerment, personalization, dependable service, and cost, time, and convenience
efficiency. Customers are now more interested in the way in which products are offered
than in the products themselves. Customers are not only difficult to please, but they can
also be difficult to forgive. They require immediate answers. They want banking to be
available at all times and in any location. Banks are addressing these issues by
employing innovative technologies in the design of their websites. Bankers' purpose is
to keep clients pleased in order to help them meet their business growth goals.
2. Ankit (2011)has identified the mobile banking aspects that influence consumer
happiness in India. The information for the study was gathered using questionnaires.
The study's findings suggest that banking demands, such as ease, privacy, risk, and
issue resolution, are the most important factors of consumer happiness, whereas feature
availability and customer retention have just a little influence. According to the
study, giving courteous services to clients would play an important part in improving
overall customer satisfaction while using mobile banking services.
3. RenjuChandran (2014) In his paper, "Pros and Cons of Mobile Banking," he
examined the advantages and drawbacks of mobile banking. This is a conceptual
paper based on secondary information. This research examines the advantages,
disadvantages, and future of benefits in India. The research is primarily descriptive. For
the purposes of the study, secondary data is utilised. In this study, the recent trend of
mobile banking statistical reports will be examined using the RBI website as a source.
According to the findings, banking applications may make bill paying and bank account
management extremely simple, but the possibility of identity theft is a significant
disadvantage. Fortunately, most of the risks may be avoided with common sense
solutions such as robust password security.
4. Dr. Parul Deshwal (2015) In his paper A Study of Mobile Banking in India, he
explains the mobile banking idea in India. This article examines consumer acceptance of
5
mobile banking, a novel electronic payment service, as well as the positive and negative
factors that impact its adoption in India. It discusses the history of mobile banking in
India. The conclusions of this study are tentative. This research is both quantitative and
qualitative. Primary and secondary data have been isolated from the rest of the data. The
fundamental concept of mobile banking is studied, as well as the problems that users
face while adopting it, the benefits and drawbacks of mobile banking, and the various
uses for mobile banking. Costs as seen by the general people. According to his research,
cost is also a crucial factor; so, this study advises that innovative advertising and pricing
strategies, such as cost reduction, be used to attract more price aware clientele. If mobile
banking is simple to use, customers are more likely to utilise it and understand it.
5. Hilton, Christi, Dig, Moskal, Burckhardt &Tillmann (2014) As a result, all
transactions carried out by the application must be atomic. This indicates that a
transaction is either completed in its entirety or does not occur at all. Atomicity is
critical for maintaining the integrity of the entire system. Typically, the application will
communicate with the bank's databases. Atomicity should provide users confidence that
when they use the app, their transactions will be completed completely. Consistency is
the second crucial feature for the application to have. Consistency in this sense
indicates that each transaction should move the system from one legitimate state to
another.
6. Yang, Yan, &Rountev (2013) The study of customer perceived value is important
since it is linked to the consumer's innate pleasure and subsequent loyalty to the
organization. As a result, analyzing the characteristics of customer perceived value in
mobile banking creates a real-world framework that an investor may use to understand
consumer behavior. The functional worth of the company facility, the functional worth
of contact staff, the functional worth of the services offered, and the functional value
pricing, emotional, and social values are among these dimensions. As a result, the
purpose of this study is to determine the characteristics that are expected to influence
consumer perceptions of the bank's mobile banking services.
7. Salvendy (2012) According to the study's findings, a user's capacity to interact with a
mobile banking application is strongly dependent on the program's user interface
design.
6
8. Rahmath Safeena, Hema Date, Abdullah Kammani, and NisarHundewale (2012) In
their study, Technology Adoption and Indian Customers: A Study on Mobile Banking,
they explain how technology adoption in mobile banking services is dependent on
Indian consumers' opinions. The purpose of this survey is to find out what consumers
think about mobile banking uptake. Perceived utility, perceived ease of use, consumer
knowledge of mobile banking, and perceived hazards connected with mobile banking
are all criteria considered in this study. The purpose of this study is to see how
perceived utility, perceived simplicity of use, consumer awareness of mobile banking,
and perceived risk affect customer acceptance of mobile banking. The main goal of
this article is to assess the elements that influence customers' attitudes regarding
mobile banking and their rising preference for online financial institutions.Data from
past research on mobile banking acceptability was used to create a survey instrument
in the form of a questionnaire. The respondents' impressions of mobile banking
adoption are measured using a Likert scale. According to the findings, bank clients are
more inclined to utilize mobile banking if it is simple to use.
9. Jacko (2012) Customer happiness with mobile banking is thus dependent on the design
of the mobile banking application that users will use, according to the report. In any
system, several key qualities of a successful user interface design are critical.
10. SudipKar Purkayastha, (2010) In both the United States and India, mobile banking
was launched virtually simultaneously. Mobile Financial is quickly becoming the most
convenient, cost-effective, and efficient way to execute banking transactions. Mobile
Financial is a technology-enabled service provided by banks to their clients that allows
them to do some banking transactions using SMS on their mobile phones.
11. Dipanwita Dutta, (2010)Mobile banking is connected with a number of benefits,
including cost savings, the removal of bank fees, and the ease of mobile phone banking,
such as user friendliness, anyplace banking, and anytime banking. Mobile Banking
users have increased threefold over the last two years as a result of these capabilities.
Mobile Banking is the most satisfying because of its characteristics such as cheap cost,
convenience of use, client mobility, and lower transaction costs for the banker.
12. Sadeghi and Hanzaee(2010) In Iran, we looked at the aspects that influence consumer
satisfaction when using mobile banking services. Customers' contentment with Internet
7
image, correctness, and the perception of the bank's management are determined to
have the most important influence on customer satisfaction, according to the study.
Customer satisfaction is influenced by factors such as privacy and security, but only to
a little extent. It has been argued that, in order to investigate a direct link between
customers' educational level and the extent to which they utilise banks' electronic
services, consumers' knowledge and apprehension can be conclusive elements in raising
the degree to which customers use banks' electronic services.
13. Kumar, Singh, & Jayanthi (2016) The user must have faith that his or her transactions
will be safe and secure. Data security is crucial in today's systems and applications.
Because data on the internet, in systems, and on networks is subject to a number of
dangers, data security is crucial.
14. Kizza (2015) A mobile application's security is a crucial aspect. Data will be gathered
both for the company's own use and for the benefit of clients. As a result, the
corporation is likely to have a large amount of potentially sensitive information on its
hands. It is impossible to overestimate the importance of data security. Despite
advancements in security software, physical infrastructure is intrinsically related to
security.
15. Booth (2014) Users can use their mobile device to access their banking services using
the mobile banking application. For system users, interaction with the programme is
critical.
16. Raja et al. (2013) Banks that give their clients with smooth transaction services are
more likely to achieve high levels of customer satisfaction, and hence compete more
favorably with competing banks since they are able to keep their customers.
17. Hoober & Berkman, (2012) A user should be able to figure out what each button does
just by glancing at the programme. This implies that the application's functionality and
accompanying buttons should be properly identified. If a user is unable to comprehend
the application's features, they are unlikely to use it. This is especially true with a
mobile banking application. Because the programme will deal with sensitive
information, the user will be hesitant to use it if the instructions are unclear, for fear of
making a mistake.
18. Zhao, Zhang & Chau (2012) In mobile value-added services, service quality is an
8
essential indicator of client happiness. This is due to the fact that a client must be
certain that the application offers the best degree of service possible in order to be
pleased while using it. This implies that when a user wants to execute a given
transaction, the application should deliver high-quality services.
19. Kim & Hwang (2012) For mobile consumers, service quality is one of the most crucial
factors to consider. This is due to the fact that service quality influences the degree of
service a user receives from a certain application.
20. Vogels (2009) This acronym stands for Atomicity, Consistency, Isolation, and
Durability, according to the author. These traits are essential for any computer system
to perform smoothly and deliver high levels of service to clients. Any transactions
made using the mobile banking app should be identical to those made in person at the
bank. This is crucial for maintaining consistency.
9
Referances
A.K, B. (2017). Marketing of Banking Services in the Present Scenario . Economic andBanking
Journal of Central Bank of India , 27-31.
Ankit. (2011). Factors influencing online banking customer satisfaction and their importance in
improving overall retention levels:An indian banking perspective. Information and
Knowledge Management, 45-55.
Chandran, R. (2014). Pros and Cons of Mobile Banking. International Journal of Scientificand
Research Publications.
Dutta, D. (2010). Mobile Banking in India, A new chapter in the Banking. 23-31.G, S. (2012).
Handbook of Human Factor and Ergonomics Hoboken.
Hilton M, C. A. (2014). Refactoring Local to Cloud Data Types for Mobile Apps. !st International
conference on Mobile Software Engineering and Systems (pp. 83-92).New York: ACM
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J.A, J. (2012). Human Computer Interaction Handbook. Fundamental Evolving Technologiesand

Engineering appliucation.
J.M, K. (n.d.). Guide to computer Network Security.
K.H, S. T. (2010). Customer satisfaction (CFS) with onlinebanking services in an Islamic Country.
Journal of Islamic Marketing, 249-267.
kumar G.D, S. M. (2016). Network Security Attacks and Countermeasures Hershey.
P.A, B. (2014). An Introduction to Human-Computer Interaction(psychology Revivals). NewYork:

Newyork Press.
ParuklDeshwal, D. (2015). A Study of Mobile Banking in India . International journal ofAdvanced

Research in IT and Engineering Impact Factor, 2278-6244.
Purkayastha, S. (2010). Technology Driven Channels, Need to be More Customer Centric .
The Indian Banker, 30-37.
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Rahmath safeena, H. D. (2012). Technology Adoption and Indian Consumers: study onMobile
Banking. International Journal of Computer Theory and Engineering.
Raja J.Z, B. D. (2013). Achieving Customer Satisfaction Through Integrated Products and
Services:An Exploratory Study. journal of product Innovation Management.
W, V. (2009). Eventually Consistent Communication of the ACM. 40-44.
Y, K. D. (2012). A Study of Mobile Internet Users Service Quality Perceptions from a Users
Utilitarian and Hedonic Value Tendency Perspectives. Information and System Frontiers,
409-421.
Yang S, Y. D. (n.d.). Testing for Poor Responsiveness in Android Applications. !stInternational

workshop on the engineering of Mobile Enabled systems.
Zhao L, L. Y. (2012). Assessing the Effects of Service quality and Justice on Customer Satisfaction
and the Continuance Intention of Mobile Value Added services. An Empirical Test of a
Multidimensional Model Decision Support System, 645-656.
11
CHAPTER III
THEORETICAL FRAMEWORK
Theoretical Framework
Smartphones are compatible with the Mobile Banking App. Nowadays, the majority of banks
provide a software programme that the account user may easily download from the bank's
website or through the play-store application on his smartphone. This application serves as a
secure and sophisticated channel that provides access to a wide range of mobile banking
services. The majority, if not all, of one's banking needs may be addressed using this app, which
uses an M-PIN password for protection. Banks that provide this type of mobile banking service
have their own bespoke software programme.
Concept of Mobile Banking
According to the Reserve Bank of India's Master Circular 2008, "Mobile Banking Transactions"
refers to bank clients accessing, crediting, or debiting their accounts via their mobile phones.
This RBI definition not only specifies the scope of mobile banking, but also the required
elements that must be taken into account while defining the parameters of a mobile banking
research. In the scope of the research of mobile banking, the definition explicitly states what
should be included as well as what should be omitted. In India, mobile banking rules seek to
facilitate real-time financial transfers from any bank account to any other bank (interoperability),
regardless of the customer's mobile network subscription.Mobile banking may be done by using
a browser or your mobile phone to access your bank's website, sending a text message, or
downloading a mobile banking application to your phone. Mobile Banking is made up of three
principles that are all interconnected: mobile accounting, mobile brokerage, and mobile financial
information (Bamoriya& Singh, 2011).
Mobile banking is described as "the supply and management of banking and financial services
using mobile communications devices," based with one academic model. Facilities for
conducting bank and stock market transactions, administering accounts, and accessing
customized information may be included in the scope of supplied services."
Global history and evolution of mobile banking applications
In 1999 (the same year as Fundamo launched their initial prototype), the first mobile banking and
payment efforts were revealed. A business named Pay Box was the first to do a substantial
rollout (largely supported financially by Deutsche Bank). Two young Germans (Mathias
Entemann and Eckart Ortwein) formed the firm, which has successfully deployed the solution in
12
Germany, Austria, Sweden, Spain, and the United Kingdom. More than a million 32 individuals
were registered on Pay Box about 2003, and the firm was ranked as the top in the market by
Gartner. Unfortunately, Deutsch Bank withdrew its financial assistance, forcing the firm to
swiftly restructure. All save the Austrian activities were shut down.
Mobi Pago, a Spanish effort funded by BBVA and Telephonic, was another early starter and
acknowledged as a pioneer in the area. Later, the name was changed to Mobi Pay, and all
Spanish banks and mobile carriers were encouraged to participate. When the product was first
introduced in 2003, numerous businesses agreed to accept the unique USSD payment
confirmation. The product never lived up to its promise due to the complicated shareholding and
continual political issues of the several owners. This programme is now sinking due to a lack of
marketing support and a compelling justification for adoption.
Many other significant companies launched projects and pilots with much hoopla, but none of
them gained traction, and all of them were eventually abandoned. Some of the first instances are
the well-known vending machines at the Helsinki airport, which are powered by a Nokia system.
Siemens made announcements in partnership with Brokat, a publicly traded and high-flying
German e-commerce startup. Brokat also got the lucrative Vodafone contract in 2002, but the
company went bankrupt shortly after due to a lack of funding. A considerable number of mobile
payment start-ups have emerged in Israel. Only one of the numerous survived - Trivnet. Others,
such as Adamtech (who had a technically solid solution called Cell pay) and Paytt, went out of
business after a few pilots but no successful production deployments. Norway, Sweden, and
France all tried but failed to gain traction. France Telecom has unveiled an ambitious idea based
on a unique mobile phone with a built-in card reader. The method worked effectively, but it
never gained traction because of the unappealing, 33 unique phone that participants needed to
make these payments. The mobile banking and payment business has matured since 2004.
Recently, there have been successful deployments with favourable business cases and significant
strategic implications. During 200809, the widespread use of mobile technology and WAP
enabled strategies resulted in a significant increase in e-banking or mobile banking. In June
2013, there were 6587.4 million global mobile subscriptions.
Mobile Banking Applications in India
Union Bank of India, India's first state-owned bank to launch mobile banking services, has just
1700 mobile banking subscribers thus far. SBI has only received 10,000 registrations for mobile
13
banking, whereas ICICI bank became the first bank in India to offer complete mobile banking
services to its customers on January 11, 2008 (ICICI bank, Press Release, 2008). ICICI bank has
80 lakh customers registered for mobile banking, HDFC bank has 40 lakh, and Kotak Mahindra
bank has around 52000 clients. According to the Boston-based financial regional and consulting
organisation, 84 percent of Indian households were unbanked in 2005, while mobile banking has
increased by 94 percent in India since 2002. In this context, Patel estimates that India's active
mobile banking users will reach 25 million by 2012.According to a study by the Reserve Bank of
India, 82 banks were allowed to provide mobile banking application services in India in 2014,
compared to 21 banks in 2010. According to the latest RBI data, 445 banks in India are licensed
to provide mobile banking application services as of July 31, 2018. In India, the volume and
value of mobile banking transactions has increased dramatically. According to RBI data on the
payment and settlement system (month-by-month), the number of mobile banking transactions
was 19.75 million in April 2015, 48.67 million in April 2016, and 106.27 million in April
2017.In comparison to 2016 and 2015, the amount of monthly mobile banking transactions at the
RBI increased significantly in 2017. This clearly indicates that the amount of mobile banking
transactions in India is expanding. According to the Economic Times (11th January 2017), based
on RBI statistics, mobile banking applications have emerged as the clear victor among all digital
payment choices since the Prime Minister of India declared demonetisation on November 8,
2016. According to RBI data on payment and settlement systems, there were 8.55 million mobile
banking transactions in the first month after the note ban (November 2016), compared to 7.81
million transactions in the month before the note ban (October 2016).
TOP RATED MOBILE BANKING APPLICATION IN INDIA
1. HDFC Bank Mobile Application
HDFC Bank is one India’s largest banks. Its mobile banking app allows its customers to look at
their account summary, transfer funds, make mastercard payments and pay utility bills. HDFC
Bank’s mobile application features a 4.2-star rating on the Google Play Store and has over 1
million downloads. The app allows its users to customize the ―My Menu tab on the app, where
the foremost frequently used services can all be available within the same tab. HDFC’s mobile
banking app is also available in Hindi and has a ―LITE version that is compatible with lower
14
internet speeds. While the LITE version doesn't have all the features of the regular version, it
covers the foremost frequently used services.
2. ICICI Bank’s iMobile Application
The iMobile app by ICICI Bank is one of the highest rated mobile banking applications in India.
The app has a 4.5-star rating on the Google Play Store and has over 10 million installs. The app
allows its users to transfer funds, pay mastercard bills, pay utility bills, open fixed deposits and
recurring deposits, and manage life assurance policies. The iMobile app also allows users to
locate ICICI Bank ATMs, transfer funds instantly through UPI payments, and transfer funds to
an email id or mobile number. The app is consistently updated to reflect newer services that the
bank offers through the app. Apart from fixing bugs, the foremost recent update enables users to
see loan eligibility, and avail instant personal loans against their mastercard , and upgrading debit
cards. In addition to the mobile banking app, ICICI Bank has also launched iWear. ICICI Bank’s
smart watch app. iWear allows users to access their account information through their smart
watches, including information about their last 3 bank transactions, current balance and credit
card accounts.
3. Axis Bank’s Axis Mobile Application
The Axis Mobile app is popular due to its stability. With over 5 million downloads and a 4-star
rating on the Google Play Store, the app allows its users a number of various services and
functions. In addition to the standard funds transfer and viewing account statements, the app
allows users to schedule mastercard payments for a date that suits them better, convert credit
card payments to EMIs, block cards and replace them, temporarily deactivate open-end credits
and set limits on debit card purchases. App users also can set standing instructions and auto-pay
bills for over 200 utility services. Axis Mobile also allows its users to create a ―Favourite list
with 10 of the most frequent transactions carried out on the app. Customers also can email and
Tweet feedback directly from the app and may also request a call back from a customer care
executive.
4. SBI’s Anywhere Personal Application
SBI features a number of banking apps for a spread of services, but Anywhere Personal is that
the app that gives the elemental banking services. The app formerly called the State Bank
Freedom app is available in both Hindi and English. The app features a 3.9-star rating on the
Google Play Store and allows its users access to deposits, withdrawals, and a mini-balance sheet.
15
The app has the mCash feature that permits users to transfer funds to a mobile number or email
id. Customers also can make payments for utility bills, instantly open and shut fixed and
recurring deposits, and schedule transactions. The mPassbook option provides customers with
information of the last 150 transactions. The app also allows users the power to form payments
to the SBI Life premium, and make ad-hoc payments to billers that aren't registered on the app.
SBI has also launched a Wear app that provides its users access to their account through their
smart watches.
5. Kotak-811 & Mobile Banking
Kotak -811 is the number one in this list and there are so many reasons for that. You can open a
Zero Balance Saving Account with Internationally enabled Virtual openend credit . The mobile
banking app has excellent and super intuitive UI with several in-app features. You never need to
go branches for any account-related work. The main drawback of Kotak Bank is the less branch
network. Kotak Bank has also recently introduced the first Whatsapp Banking in India. Kotak
811 is additionally the simplest Digital checking account in India. For more details on the best
Digital Bank Accounts in India, you can read my earlier article. As per RBI directives after the
Supreme Court verdict on Aadhaar, you have to complete biometric eKYC verification or have
to submit Officially Valid ID proof within 12 months of the opening of your Kotak 811 Digital
account.
6. M-Connect Plus from Bank of Baroda
Though it’s a PSU bank, they have one of the best and feature riched mobile Banking app in
India and can be compared with the best Private Bank’s mobile banking app. The M-Connect
The app features a 4.1-star rating on the Google Play Store and is extremely user friendly. The
app allows users the power to transfer funds instantly, pay utility bills and make mastercard
payments. It has very good interface and user-friendly navigation. It allows the customers to
execute Service requests like ATM card, PIN generation, Cheque book, transfer of branch, etc
from the App. Integrates payment services like UPI, IMPS, NEFT, QR code payment, etc.
Perhaps one among the foremost notable features of the M-Connect Plus app is that it's now
available in 7 regional languages, which increases its accessibility among its users across the
country.
16
UPI PAYMENT APP
1. Phone Pe
This is one of the most popular payment apps that uses the UPI interface to conduct transactions.
This app is regarded as one of the most popular UPI apps. Yes Bank is the company behind the
app, which was launched in 2015.
2. Paytm
Customers will be able to transact and transfer payments more easily thanks to this mobile wallet
app's collaboration with the UPI network. Customers can use the UPI ID to add money to their
Paytm wallets. UPI is one of the many payment alternatives available, including debit/credit
cards, online banking, and so on. Customers can now use Paytm with UPI to begin money
requests. The money is added to the Paytm wallet after the remitter accepts the payment request.
3. Google Pay
The Google pay app, which was launched by technology giant Google, is one of the other apps
that will allow clients to use UPI. This software stands out since it is available in a variety of
Indian languages, including Telugu, Tamil, Marathi, Kannada, Gujarati, Bengali, and Hindi.
Characteristics/features of Mobile Banking Applications
Over time, mobile banking applications have grown in popularity. Banks provide mobile banking
to their customers not just because it is convenient, but also because it saves them money. Here
are some characteristics/features to think about while using mobile banking apps: \
1. Saving money: Many banks utilise the money saved from online transactions to give
customers greater interest rates or other incentives for keeping their accounts online.
2. Environmentally friendly: Mobile banking minimises the quantity of paper transactions that
would otherwise occur if a customer visited or contacted a bank. Reduced paper use aids in the
preservation of natural resources and is beneficial for the environment.
3. Cross-selling: Banks frequently utilise mobile banking to cross-sell or up-sell other financial
services, such as credit cards and vehicle loans.The client is more likely to explore such services
when performing an online banking transaction since he or she is not being forced to do so.
17
4. Convenience: When compared to contacting or visiting a bank, mobile banking is
unquestionably more convenient. Financial transactions can be carried out at any time of day or
night, as well as on weekends and holidays.
5. A larger customer base: Because mobile banking can be done from any computer, clients
who would previously have to look for a more local bank no longer have to. As a result, the
bank's client base is geographically broader and consequently greater.
6. Security: There are certain security risks with mobile banking. Hackers have been known to
obtain access to customer accounts, however it is uncommon. Banks have been more cautious
about protecting mobile banking access points, demanding additional passwords or security
questions.
7. Information: Clients who use mobile banking have a better understanding of their daily
balances and financial transactions. They're more likely to have a balanced chequebook and
discover mistakes or even fraud.
8. Convenience: Clients may use mobile banking to set up automatic bill payment and other
chores. This streamlines bill payment and eliminates the need for the customer to write cheques
and ship envelopes. When a client is out of the country and unable to pick up the mail, automated
bill payment is quite useful.
9. Account notice: When a bill is due or an account statement is ready, most banks will send an
e-mail notification to their customers. This aids the customer in remembering to pay bills and
other obligations before they get past late.
10. Devices: Mobile banking was originally made available through personal computer over the
Internet. It was eventually made accessible on other (and smaller) devices, such as smart phones
and personal digital assistants (PDAs). Clients will no longer need to bring a laptop with them or
stay at their desktop computers to monitor their bank accounts.
Detail view of facilities that can be availed through mobile banking Applications.
The facilities that are currently availed through mobile baking applications as listed below.
Account information:
 Mini-statements and checking of account history
18
 Balance Enquiry
 Alerts on account activity or passing of set thresholds
 Monitoring of term deposits
 Access to loan statement
 Access to card statements
 lock ATM, Credit card or Debit card
 Generate/change ATM, Credit card or Debit card PIN
 Mutual Fund / equity statements
 Insurance policies management
Transactions:
 Funds transfers between the customer's linked accounts
 Paying third parties, including bill payments and third partyfunds transfers (see, e.g.,
FAST)
 Check Remote deposit.
 Payment towards online/offline purchases.
 Tax Payment
 Payment towards insurance premium.
Investments:
 Portfolio management services
 Real-time stock
Support :
 Status of requests for credit, including mortgage approval, and insurance coverage
 Cheque book and card requests
 Exchange of data messages and email, including complaint submission and tracking
 ATM Location
Challenges for mobile banking Applications solutions
Key challenges in developing a sophisticated mobile banking application are:
19
Handset accessibility
There are an outsized number of colorful mobile bias and it's an enormous challenge for banks to
supply a mobile banking result on any kind of device. Some of these bias support Java ME etal.
support SIM Application Toolkit, a WAP cyberspace, or only SMS. Original interoperability
issues still are localized, with countries like India using doors like"R- World"to enable the
restrictions of low end java grounded phones, while specialise in areas similar as South Africa
have defaulted to the USSD as a base of communication attainable with any phone.
The desire for interoperability is basically hooked in to the banks themselves, where installed
operations (Java grounded or native) give better security, are easier to use and permit
development of further complex capabilities nearly like those of internet banking while SMS can
give the fundamentals but becomes delicate to work with further complex deals. There's a myth
that there is a challenge of interoperability between mobile banking operations thanks to
perceived lack of common technology norms for mobile banking. In practice it's too early within
the service lifecycle for interoperability to be addressed within a private country, as only a many
countries have relatively one mobile banking service provider. In practice, banking interfaces are
well defined and plutocrat movements between banks follow the IS0-8583 standard. As mobile
banking matures, plutocrat movements between service providers will naturally borrow an
original norms as within the banking world. In January 2009, Mobile Marketing Association
(MMA) BankingSub-Committee, chaired by Cell Trust and VeriSignInc., published the Mobile
Banking Overview for fiscal institutions during which it bandied the advantages and downsides
of Mobile Channel Platforms like Short Communication Services (SMS), Mobile Web, Mobile
Client Applications,. SMS with Mobile Web and Secure SMS.
Security
As with utmost internet- connected bias, as well as mobile-telephony bias, cybercrime rates are
raising time-on- time. The types of cybercrimes which may affect mobile banking might range
from unauthorized use while the proprietor is using the mobile banking, to remote-hacking, or
indeed jamming or hindrance via the internet or telephone network data aqueducts. This is
demonstrated by the malware called SMSZombie.A, which infected Chinese Android bias. It
was bedded in wallpaper apps and installed itself so it can exploit the sins of China Mobile SMS
20
Payment system, stealing banks credit card figures and information linked to fiscal deals. One of
the most advanced malwares discovered lately was the Trojan called Bankbot. It went once
Google's protections in its Android app business and targeted Wells Fargo, Chase, and Citibank
guests on Android bias worldwide before its junking by Google in September 2017. This vicious
app was actuated when druggies opened a banking app, overlaying it so it can steal banking
credentials.
In the banking world, currency rates may change by the millisecond.
Security of financial deals, being executed from some remote position and transmission of
financial information over the air, are the most complicated challenges that need to be addressed
jointly by mobile operation formulators, wireless network service providers and the
banks'ITdepartments.The following aspects need to be addressed to offer a secure infrastructure
for financial transaction over wireless network:
1. Physical part of the hand-held device. If the bank is offering smart-card based security, the
physical security of the device is more important.
2. Security of any thick-client application running on the device. In case the device is stolen,
the hacker should require at least an ID/Password to access the application.
3. Authentication of the device with service provider before initiating a transaction. This would
ensure that unauthorized devices are not connected to perform financial transactions.
4. User ID / Password authentication of bank's customer.
5. Encryption of the data being transmitted over the air. 6. Encryption of the data that will be
stored in device for later / off-line analysis by the customer.
One-time password (OTPs) is the latest tool used by financial and banking service providers in
the fight against cyber fraud. Instead of relying on traditional memorized passwords, OTPs are
requested by consumers each time they want to perform transactions using the online or mobile
banking interface. When the request is received the password is sent to the consumer's phone via
SMS. The password is expired once it has been used or once its scheduled life cycle has expired.
Because of the concerns made explicit above, it is extremely important that SMS gateway
21
providers can provide a decent quality of service for banks and financial institutions in regards to
SMS services. Therefore, the provision of service level agreements (SLAs) is a requirement for
this industry; it is necessary to give the bank customer delivery guarantees of all messages, as
well as measurements on the speed of delivery, throughput, etc. SLAs give the service
parameters in which a messaging solution is guaranteed to perform.
Scalability and reliability
Another challenge for the CIOs and CTOs of the banks is to gauge-up the mobile banking
structure to handle exponential growth of the client base. With mobile banking, the client may be
sitting in any part of the world ( true anytime, anywhere banking) and hence banks need to insure
that the systems are over and running in a true 24 × 7 fashion. As guests will find mobile
banking more and more useful, their prospects from the result will increase. Banks unfit to meet
the performance and trustability prospects may lose client confidence. There are systems similar
as Mobile Transaction Platform which allow quick and secure mobile enabling of colorful
banking services. Lately in India there has been a phenomenal growth in the use of Mobile
Banking operations, with leading banks espousing Mobile Transaction Platform and the Central
Bank publishing guidelines for mobile banking operations.
Application distribution
Due to the nature of the connectivity between bank and its guests, it would be impracticable to
anticipate guests to regularly visit banks or connect to a web point for regular upgrade of their
mobile banking operation. It'll be anticipated that the mobile operation itself check the upgrades
and updates and download necessary patches ( socalled"Over The Air"updates). Still, there could
be numerous issues to apply this approach similar as upgrade/ synchronization of other
dependent factors. Studies have shown that a huge concerning factor of having mobile banking
more extensively used is a banking client's reluctance to acclimatize. Numerous consumers,
whether they're misinformed or not, don't want to begin using mobile banking for several
reasons. These can include the literacy wind associated with new technology, having fears about
possible security negotiations, just simply not wanting to start using technology, etc.
22
Personalization
It would be expected from the mobile application to support personalization such as:
1. Preferred Language
2. Date / Time format
3. Amount format
4. Default transactions
5. Standard Beneficiary list
6. Alerts
Summarised View of Regulations Set up by RBI for Governing the Mobile Banking Service
in India.
 Only banks which are licensed and supervised in India along with having physical
presence in India are authorised to offer mobile banking services. The service shall be
offered only to bank holders and only rupee based transactions and services are available.
Cross border transactions are not permitted.
 Banks which have already implemented core banking in past are allowed offering mobile
banking.
 Banks are required to maintain secrecy and confidentiality of customers account and are
required to make mandatory disclosure of customers’ risk and responsibility on the
bank’s website or through printed brochures and also on the application forms issued for
registering for mobile banking service.
 Banks should design full proof and dependable system for verification of sender and
receiver in case of any transaction affected through mobile banking.
 Banks can also use the service of business correspondents/ agents appointed in
compliance with RBI guidelines to support its activities for providing mobile banking
facility however the bank shall be responsible for all acts of omission commission of their
agent. Banks are also expected to develop outsourcing guidelines to manage risk of
defective service from third party provider.
23
CHAPTER IV
DATA ANALYSIS & INTERPRETATION
Table 4.1
Classification of responses on the basis of Gender
Gender Frequency Percentage

Male 52 73
Female 19 27
Total 71 100
[Source: Primary data]
Table 4.1 inferred the distribution of the samples on the basis of demographic variable,
Gender. Based on the gender of the respondents, out of 71 samples 52 (73%) belong
to Male and 19 (27%) belong to Female. The researcher could conclude that Male
respondents are more.
Fig 4.1
Classification of responses on the basis of Gender
Female
27%
Male
73%
Male Female
24
Table 4.2
Classification of responses on the basis of Employment status
Employment Status Frequency Percentage

Employed 16 23
Unemployed 10 14
House Maker 0 0
Student 45 63
Total 71 100
Table 4.2 inferred the distribution of the samples on the basis of employment status.
Based on the employment status of the respondents, out of 71 samples 16 (23%)
belong to employed and 10 (14%) belong to unemployed and 45 (63%) respondents
are students. The researcher could conclude that the mobile banking is mostly used by
students.
Fig 4.2
Classification of responses on the basis of Employment status
70
63
60
50
40
30
23
20 14
10
0
0
Employed Unemployed House Maker Student
25
Table 4.3
Classification of responses on the basis of Monthly income
MonthlyIncome Frequency Percentage

Up to15,000 47 67
15,000-30,000 11 15
30,000 - 45,000 7 10
45000 - 60000 0 0
Above 60,000 6 8
Total 71 100
Table 4.3 inferred the distribution of the samples on the basis of Monthly Income.
Based on the monthly income of the respondents, out of 71 samples 47 (67%) belong
to the Income category of up to 15000 and 11 (15%) belong to the category of 15000-
30000 and only 6(8%) respondents belong to the category of above 60000
Fig 4.3
Classification of responses on the basis of Monthly income
67
70
60
50
40
30
15
20 10 8
10 0
0
Up to15,000 15,000-30,000 30,000 - 45000 - 60000 Above 60,000
45,000
Up to15,000 15,000-30,000 30,000 - 45,000 45000 - 60000 Above 60,000
26
Table 4.4
Classification of responses on the basis of Education
Education Frequency Percentage

Primary school 0 0
High school 0 0
Undergraduate 35 49
Postgraduate 20 28
Diploma/Certificate/Professional Course 16 23
Total 71 100
Table 4.4 inferred the distribution of the samples on the basis of Education. Most of
the respondents are undergraduate (49%). 28 % of the respondents belong to the
category of postgraduate and 23 % of the respondents belong to the category of
diploma/Certificate/Professional course.
Fig 4.4
Classification of responses on the basis of Education
60
49
50
40
28
30 23
20
10 0 0
0
Primary school High school

Undergraduate Postgraduate
Diploma/Certificate/Professional Course
27
Table 4.5
knowledge.
level of phone/computer/ tablet knowledge Frequency Percentage

Basic 7 10
36
Intermediate 26
Advanced 29 41
Expert 9 13
Total 71 100
Table 4.5 inferred the distribution of the samples on the basis of level of
phone/computer/tablet knowledge. 41 % of the respondents have advanced knowledge.
36 % of the respondents have intermediate knowledge and 13 % of the respondents
have expert knowledge. 10 % of the respondents have basic knowledge. Thus, it can
be concluded that even all respondents have smart phone or computer or tablet their
level of knowledge is different.
Fig 4.5
knowledge
45 41
40 36
35
30
25
20
15 13
10
10
Basic Intermediate Advanced Expert
28
Table 4.6
Mobile Banking Application are more convenient than traditional
Banking Methods
Opinion Frequency Percentage

Yes 60 85
No 11 15
Total 71 100
Based on the table 4.6 it shows that 85 % of the population agree that mobile banking
applications are convenient than traditional banking methods and 15% of the
respondents do not agree the same.
Fig 4.6
Mobile Banking Application are more convenient than traditional
Banking Methods
90 85
80
70
60
50
40
30
20 15
10
Yes No
29
Table 4.7
Classification of responses on the basis of factors affecting to open
Mobile Banking account
Factors Frequency Percentage
Time saving 25 35
Economical 8 12
Easy to use 25 35
Accuracy 6 8
Reliability 7 10
Others 0 0
Total 71 100
Table 4.5 inferred the distribution of the samples on the basis of factors affecting to
open Mobile Banking account. 35 % of the respondents says that time saving and
Easy to use are the factors that that affect to open mobile bank account. 12 % of the
respondents says that Economical is that factor that affect to open mobile bank
account. 10 % of the respondents says that Reliability is the factor that affect them to
open mobile bank account.
Fig 7.1
Classification of responses on the basis of factors affecting to open
Mobile Banking account
40
35 35
35
30
25
20
15 12
10
10 8
5
0
0
Time saving Economical Easy to use Accuracy Reliability Others
30
Table 4.8
Classification of responses on the basis of Status of usage
Period Frequency Percentage

Lessthan1year 18 25
1–3years 24 34
3–6 years 16 23
6 - 9 years 7 10
More than 9 years 6 8
Total 71 100
Table 4.8 classify the respondents on the basis of status of usage of mobile banking.
Out of 71 respondents 34 % of respondents have been using mobile banking for a
period of 1-3 years. 25 % of respondents have been using for less than 1 year and 23
% of respondents have been using it for 3-6 years and 10 % of the respondents are
using it for 6-9 years. Only 8 % is using for more than 9 years
Fig 4.8
Classification of responses on the basis of Status of usage
40
34
35
30
25
25 23
20
15
10
10 8
Less than 1 year 1 – 3 years 3 – 6 years 6 - 9 years More than 9 years
31
Table 4.9
Classification of responses base on how often they use Mobile
Usage Frequency Percentage

5 to 6 times/ week 22 31
2 to 3 times/ week 17 24
once in a week 12 17
Once in a month 6 8
Occasionally 14 20
Total 71 100
Table 4.9 Classify responses on the base on how often they use mobile banking
application. 31 % of the respondents use mobile banking application 5to 6 times/
week. 24 % of the respondents use mobile banking application 2 to 3 times/ week and
20 % of the respondents use it Occasionally.
Fig 4.9
Classification of responses base on how often they use Mobile
35
31
30
24
25
20
20 17
15
10 8
5 to 6 times/ week 2 to 3 times/ week once in a week

Once in a month Occasionally
32
Table 4.10
Classification on the basis of the type of mobile banking application
Type Frequency Percentage
UPI gateways 37 52
Direct apps of banks 5 7
Both 29 41
Total 71 100
Table 4.10 classify the samples on the basis of type of mobile banking application.
Out of 71 samples 52 % of respondents use UPI gateways and 7 % of the respondents
use Direct apps of bank. 41 % of the respondents use both UPI gateways and Direct
apps of banks
Fig 4.10
Classification on the basis of the type of mobile banking application
40 37
35
29
30
25
20
15
10
5
5
UPI gateways Direct apps of banks Both
33
Table 4.11
Classification on the basis of the UPI payment app used the most
Type Frequency Percentage
Google Pay 47 66
Phone Pe 10 14
Paytm 14 20
Bhim app 0 0
Others 0 0
Total 71 100
Table 4.11 classify the respondents on the basis of the UPI payment app used. Out of
71 respondents 66 % of the respondents use Google Pay as their UPI payment app. 20
% use Paytm as their UPI payment app and 14 % of respondents use Phone Pay
Fig 4.11
Classification on the basis of the UPI payment app used the most
70 66
60
50
40
30
20
20 14
10
0 0
0
Google Pay Phone Pe Paytm Bhim app Others
34
Table 4.12
Classification on the basis of the number of UPI Payment Apps used
Number Frequency Percentage

1 19 27
2 24 34
3 22 31
More than 3 6 8
Total 71 100
Table 4.12 classify respondents on the basis of number of UPI payment app used.
34% of the respondents use 2 UPI payment app and 31 % of the respondents use 3
Payment app. 27 % of the respondents use only 1 UPI payment app and 8 % of
respondents use more than 3
Fig 4.12
Classification on the basis of the number of UPI Payment Apps used
40
34
35
31
30 27
25
20
15
10 8
1 2 3 More than 3
35
Table 4.13
Classification on the basis of Direct banking application used the
most.
Banking App Frequency Percentage

SBI YONO 19 27
BOI Mobile 0 0
Fed Mobile 20 28
BOB World 6 8
Others 26 37
Total 71 100
Table 4.13 classify the respondents on the basis of their Direct banking application.
28 % of the respondents use Fed mobile and 27 % of the respondents use SBI YONO.
8 % of the respondents choose BOB world. 37 % of the respondents use other direct
Fig 4.13
Classification on the basis of Direct banking application used the
most.
40 37
35
30 27 28
25
20
15
10 8
5
0
0
A. SBI YONO B. BOI Mobile C. Fed Mobile D. BOB World E. Others
36
Table 4.14
respondents
Number Frequency Percentage

1 55 78
2 10 14
3 6 8
More than 3 0 0
Total 71 100
Table 4.14 classify respondents on the basis of number of direct bank apps used. 78 %
of the respondents use 1 Direct bank app and 14 % of the respondents use 2 direct
bank app. Only 8 % of the respondents use more than 3 direct bank app.
Fig 4.14
respondents
90
78
80
70
60
50
40
30
20 14
8
10
0
0
1 2 3 More than 3
37
Table 4.15
Does mobile banking application provide personalized features
Opinion Frequency Percentage
Yes 56 79
No 15 21
Total 71 100
Table 4.15 classify respondents on the basis of their opinion on whether mobile
banking application provides personalized features. Out of 71 respondents 79 % of the
respondents have personalized features for their mobile banking application and 21 %
of the respondents do not have the same.
Fig 4.15
Does mobile banking application provide personalized features
90
79
80
70
60
50
40
30
21
20
10
Yes No
38
Table 4.16
Classification on the basis of personalized features that respondents
use
Personalized features Frequency Percentage

Preferred language 22 31
Date and time format 10 14
Alerts 18 26
Default transactions 6 8
Standard Beneficiary list 15 21
Total 71 100
Table 4.16 classify respondents on the basis of the personalized features that
respondents use. 31% of the respondents use Preferred language as their personalized
feature. 26 % of the respondent consider it as Alerts. 21 % of the respondents consider
it as Standard beneficiary list. 14 % of the respondent consider it has Date and Time
format and 8% consider it as default transactions.
Fig 4.16
Classification on the basis of personalized features that respondents use
35
31
30
26
25
21
20
14
15
10 8
0
Jan
Preferred language Date and time format Alerts

Default transactions EStandard Beneficiary list
39
Table 4.17
Classification on the basis of mobile banking services they use.
Mobile Banking Services Frequency Percentage

14
To get account balance update 10
27
To transfer money 19
7
To Pay utility bills 5
10
To buy goods or services 7
0
To get statement of account 0
42
All the above 30
Total 71 100
Table 4.17 classify the respondents on the basis of their mobile banking services they
use. 27 % of the respondents use mobile banking to transfer money. 14 % of the
respondents use mobile banking to get balance update. 10 % of the respondents use
mobile banking to buy goods or service and 7 % use it for paying utility bills. 42 % of
the respondents use all the above services of mobile banking.
Fig 4.17
Classification on the basis of mobile banking services they use.
27
30
25
20 14
10
15 7
10
5
0
To get account To transfer To Pay utility bills To buy goods or
balance update money services
40
Table 4.18
Classification based on Mobile banking transactions are secure
Response Frequency Percentage
Strongly Agree 15
11
Agree 46
33
Neutral 31
21
Disagree 8
6
Strongly disagree 0
0
Total 71 100
Table 4.18 classifies samples based on their agreements on mobile banking
transactions are secure. Out of 71 respondents, 15% of the respondents strongly agree
with this statement. 46% respondents are agreeing with the statement and 31% are
neutral about the statement. 6 % of the respondents are disagreeing with the statement.
Fig 4.18
Classification based on Mobile banking transactions are secure
50 46
45
40
35 31
30
25
20
15
15
10 8
5
0
0
Strongly Agree Agree Neutral Disagree Strongly disagree
41
Table 4.19
Classification based on responses Mobile banking is user friendly
Strongly Agree 34
24
Agree 52
37
Neutral 14
10
Disagree 0
0
Strongly disagree 0
0
Total 71 100
Table 4.19 Classification based on responses on their opinion on Mobile banking is

user friendly. Out of 71 respondents, 34 % of the respondents strongly agree with this
statement. 52% respondents are agreeing with the statement and 14 % are neutral
about the statement.
Fig 4.19
Classification based on responses Mobile banking is user friendly
60
52
50
40
34
30
20
14
10
0 0
0
42
Table 4.20
faster.
Strongly Agree 44
31
Agree 46
33
Neutral 10
7
Disagree 0
0
Strongly disagree 0
0
Total 71 100
Table 4.19 Classification based on responses on their opinion on Mobile banking

makes transactions faster. Out of 71 respondents, 44 % of the respondents strongly
agree with this statement. 46 % respondents are agreeing with the statement and 10 %
are neutral about the statement.
Fig 4.20
faster.
50 46
44
45
40
35
30
25
20
15
10
10
5
0 0
0
43
Table 4.21
Classification based on responses personal information is not
misused through mobile banking
Strongly Agree 10
7
Agree 34
24
Neutral 41
29
Disagree 7
5
Strongly disagree 8
6
Total 71 100
Table 4.21 classifies respondents based on their opinion that personal information is
not misused through mobile banking. Out of 71 respondents, 10% of the respondents
strongly agree with this statement. 34% respondents are agreeing with the statement
and 41 % are neutral about the statement. 7% of the respondents are disagreeing with
the statement and 8% are strongly disagreeing with the statement.
Fig 4.21
Classification based on responses personal information is not
misused through mobile banking
45 41
40
34
35
30
25
20
15
10
10 7 8
44
Table 4.22
Classification based on responses Mobile banking updates me about
bills due
Strongly Agree 21
15
Agree 46
33
Neutral 25
18
Disagree 7
5
Strongly disagree 0
0
Total 71 100
Table 4.22 classifies respondents based on their opinion that Mobile banking updates
me about bills. Out of 71 respondents, 21 % of the respondents strongly agree with
this statement. 46 % respondents are agreeing with the statement and 25 % are neutral
about the statement. 7 % of the respondents are disagreeing with the statement.
Fig. 4.22
Classification based on responses Mobile banking updates me about
bills due
50 46
45
40
35
30
25
25 21
20
15
10 7
5
0
0
45
Table 4.23
Classification based on responses Complaints regarding mobile
banking are resolved quickly
Strongly Agree 14
10
Agree 34
24
Neutral 30
21
Disagree 15
11
Strongly disagree 7
5
Total 71 100
Table 4.23 classifies respondents based on their opinion that Complaints regarding
mobile banking are resolved quickly. Out of 71 respondents, 14 % of the respondents
strongly agree with this statement. 34 % respondents are agreeing with the statement
and 30 % are neutral about the statement. 15 % of the respondents are disagreeing
with the statement and 7% are strongly disagreeing with the statement.
Fig 4.23
resolved quickly
40
34
35
30
30
25
20
14 15
15
10 7
46
Table 4.24
transfer

Strongly Agree 31
22
Agree 35
25
Neutral 24
17
Disagree 10
7
Strongly disagree 0
0
Total 71 100
Table 4.24 classifies respondents based on their opinion that Mobile banking
increased my fund transfer. Out of 71 respondents, 14 % of the respondents strongly
agree with this statement. 34 % respondents are agreeing with the statement and 30 %
are neutral about the statement. 15 % of the respondents are disagreeing with the
statement and 7% are strongly disagreeing with the statement.
Fig 4.24
transfer
40
35
35
31
30
24
25
20
15
10
10
5
0
0
47
Table 4.25
Classification based on responses Mobile banking increased my
exposure to investment opportunities
Strongly Agree 15
11
Agree 31
22
Neutral 40
28
Disagree 14
10
Strongly disagree 0
0
Total 71 100
Table 4.25 classifies respondents based on their opinion that Mobile banking
increased my exposure to investment opportunities. Out of 71 respondents, 15 % of
the respondents strongly agree with this statement. 31 % respondents are agreeing
with the statement and 40 % are neutral about the statement. 14 % of the respondents
are disagreeing with the statement.
Fig 4.25
Classification based on responses Mobile banking increased my
exposure to investment opportunities
45
39
40
35 31
30
25
20
15 14
15
10
5
0
0
48
Table 4.26
Classification based on Satisfaction level of respondents with the
operation and login facilities.
Satisfaction level Frequency Percentage
Highly Satisfied 14 20
Satisfied 37 52
Neutral 15 21
Dissatisfied 5 7
Highly Dissatisfied 0 0
Total 71 100
Table 4.26 classifies respondents based on their Satisfaction level with the operation
and login facilities. Out of 71 respondents, 20 % of the respondents are highly
satisfied. 52 % respondents are Satisfied and 21 % are neutral about the facilities. 7 %
of the respondents are dissatisfied with the facilities.
Fig 4.26
Classification based on responses Satisfaction level of respondents
with the operation and login facilities.
60
52
50
40
30
20 21
20
10 7
0
0
Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
49
Table 4.27
Satisfaction level of respondents with the bill payment facility
provided by mobile banking
Satisfied 36 51
Neutral 17 24
Dissatisfied 7 10
Total 71 100
Table 4.27 classifies respondents based on their Satisfaction level with the rewards
point that receive after the transactions. Out of 71 respondents, 8 % of the respondents
are highly satisfied. 51 % respondents are Satisfied and 24 % are neutral about the
facilities. 10 % of the respondents are dissatisfied with the facilities and 7 % are
highly dissatisfied with the facilities.
Fig. 4.27
Satisfaction level of respondents with the bill payment facility
provided by mobile banking
60
51
50
40
30
24
20
10
8 7
10
50
Table 4.28
Satisfaction level of respondents with the quality of the service
provided by the Mobile Banking Applications.
Satisfied 32 45
Neutral 24 34
Dissatisfied 6 8
Total 71 100
Table 4.27 classifies respondents based on their Satisfaction level with the quality of
the service provided by the Mobile Banking Application. Out of 71 respondents, 13 %
of the respondents are highly satisfied. 45 % respondents are Satisfied and 34 % are
neutral about the facilities. 8 % of the respondents are dissatisfied with the facilities.
Fig. 4.28
Satisfaction level of respondents with the quality of the service
provided by the Mobile Banking Applications.
50
45
45
40
34
35
30
25
20
15 13
10 8
5
0
0
51
Table 4.29
Satisfaction level of respondentswiththe minimum settlement and
payment time.

Satisfied 30 42
Neutral 26 37
Dissatisfied 5 7
Total 71 100
Table 4.29 classifies respondents based on their Satisfaction level with the minimum
settlement and payment time. Out of 71 respondents, 14 % of the respondents are
highly satisfied. 42 % respondents are Satisfied and 37 % are neutral about the
facilities. 7 % of the respondents are dissatisfied with the facilities
Fig 4.29
Satisfaction level of respondentswiththe minimum settlement and
payment time.
45 42
40 37
35
30
25
20
14
15
10 7
5
0
0
52
Table 4.30
Satisfaction level of respondentswith the mobile recharging facilities
Satisfied 32 45
Neutral 12 17
Dissatisfied 6 8
Total 71 100
Table 4.30 classifies respondents based on their Satisfaction level with the mobile
recharging facilities provided by mobile banking app.Out of 71 respondents, 30 % of
the respondents are highly satisfied. 45 % respondents are Satisfied and 17 % are
neutral about the facilities. 8 % of the respondents are dissatisfied with the facilities
Fig 4.30
Satisfaction level of respondentswith the mobile recharging facilities
50
45
45
40
35
30
30
25
20 17
15
10 8
5
0
0
53
Table 4.31
Satisfied 39 55
Neutral 15 21
Dissatisfied 5 7
Total 71 100
Table 4.31 classifies respondents based on their Satisfaction level with the
personalizes alerts send by mobile banking application.Out of 71 respondents, 17 %
of the respondents are highly satisfied. 55 % respondents are Satisfied and 21 % are
neutral about the facilities. 7 % of the respondents are dissatisfied with the facilities
Fig 4.31
60 55
50
40
30
21
20 17
10 7
0
0
Highly Satisfied Satisfied Neutral

Dissatisfied Highly Dissatisfied
54
Inferential Statistical Analysis
Inferential statistics are used to make inferences about the larger population based on the sample.
Inferential statistics deals with analyzing two or more variables using the samples. This study
uses different types of inferential statistics. The type of inferential statistics used depends on the
type of variable used for the study.
Objective 2: To understand the factors that influences the customer satisfaction towards
mobile banking application.
To identify the factors that influence the customer satisfaction towards mobile banking
application the researcher has applied descriptive factor analysis. Cronbatch alpha value is used
to measure the internal consistency. Alpha value greater than .70 considered to be good.
Table 4.32
Reliability Statistics
Cronbach's Alpha N of Items
.829 6
[Source: SPSS output]
The following are the major factors identified by the researcher which influence customer
satisfaction towards mobile banking application.
Table 4.33
Factors influencing customer satisfaction towards mobile banking application
factor question Mean variance
Are you satisfied with operations and login

security 4.3514 0.234
facilities?
Are you satisfied with the personalizes alerts send
4.2973 0.215
by your mobile banking application
Utility Are you satisfied with the bill payment facilities
4.0541 0.33
services provided by mobile banking
Are you satisfied with the mobile recharging
4.3784 0.353
facilities by your mobile banking app
55
Quality of Are you satisfied with the quality of the service
4.0811 0.521
services provided by the Mobile Banking Applications
Transaction How satisfied are you with the minimum settlement
4.1622 0.362
speed and payment time?
Chi square test was applied to test the association between gender and level of preference
towards mobile banking application. The significant level of the test is 5%
H01: There is no significant association between gender and level of preference towards
Under this study the researcher has classified the level of preference into two parts, High Level
and Low Level. It is done by considering the aggregate mean value of the responses. Those
having mean value greater than the median classified as high level and those having lower mean
value than the median classified as lower level of satisfaction.
Table No. 4.34

Classification of respondents based on level of Preference
Level of Preference
total
high low
Male 31 21 52
Count Female 8 11 19
Total 39 32 71
Gender
Male 43.66 29.58 73.24
Percentage Female 11.27 15.49 26.76
Total 54.93 45.07 100
56
Table No. 4.35
Chi-Square Tests
Asymptotic Significance (2-
Value df Decision
sided)
Pearson Chi-
1.723 1 .189
Square
Continuity Accept null
1.089 1 .297 hypothesis
Correction
Likelihood
1.720 1 .190
Ratio
The Person’s chi-square value obtained is 1.723 with a significance value of 0.189 at degree of
freedom 1. Since the p value obtained is greater than level of significant, the null hypothesis is
accepted. That means; there is no significant association between the gender of respondents and
their level of preference towards mobile banking application.
H02: There is no significant difference between gender and factors which influences the
preference towards mobile banking application.
Table 4.36
Chi square analysis
Factor
Pearson Chi- Significance
influencing the df Null hypothesis is
Square Value
Preference
security 5.945 6 .429 Accepted
Utility services 10.550 6 .103 Accepted
Quality of
2.492 3 .477 Accepted
services
Transaction
2.879 3 .411 Accepted
speed
The result of the chi-square analysis is shown in table 4.36. While analyzing the result of the
analysis the following inferences can be drawn;
57
When analyzing the association between gender of respondents and the Factor one Security
which influences the preference towards mobile banking application, the Person’s chi-square
value obtained is 5.945 with a significance value of 0.429 at the degree of freedom 6. Therefore,
the null hypothesis is accepted and the alternative hypothesis is rejected. That means, there is no
significant association between the gender of respondents and Security which influences the
preference towards mobile banking application.
In case of testing association between Gender and Utility Services which influences the
preference towards mobile banking application, the chi-square value obtained is 10.550 with a
significance value of 0.103 at the degree of freedom 6. Therefore, the null hypothesis is accepted
and the alternative hypothesis is rejected. That means, there is a no significant association
between the gender of respondents and Utility Services which influences the preference towards
While analyzing the relationship between Gender and Quality of Services which influences the
preference towards mobile banking application, The chi-square value obtained is 2.492with a
significance value of 0.477at the degree of freedom 3. Therefore, the null hypothesis is accepted.
That means, there is no significant association between the gender of respondents and Quality of
services which influences the preference towards mobile banking application.
The chi-square value obtained for analyzing the association between gender of respondents and
the Transaction speed which influences the preference towards mobile banking application, is
2.879 with a significance value of 0.411 at the degree of freedom 3. Therefore, the null
hypothesis is accepted and the alternative hypothesis is rejected. That means, there is no
significant association between the gender of respondents and Transaction speed which
influences the preference towards mobile banking application.
Objective 3: To measure the level of satisfaction among youth regarding mobile banking
application.
Under this study the researcher has classified the level of satisfaction into two parts, High Level
and Low Level. It is done by considering the aggregate mean value of the responses. Those
having mean value greater than the median (3.8) classified as high level and those having lower
mean value than the median classified as lower level of satisfaction.
58
Table 4.37
Classification of respondents based on level of satisfaction
Level of satisfaction No. of respondents Percentage
High level 37 52
Low level 34 48
Total 71 100
Figure 4.32
Classification of respondents based on level of satisfaction
Table 4.36 depicts the distribution of samples based on the level of satisfaction towards mobile
banking application. It can be inferred from the above table that there is high level of satisfaction
among youth (52%) towards mobile banking application. However 48% of the respondents have
only low level of satisfaction.
H03: There is no significant difference between gender and level of satisfaction with the
services provided by mobile banking application
59
Table 4.38
Level of satisfaction across Gender
Level of satisfaction
total
high low
Male 28 24 52
Count Female 9 10 19
Total 37 34 71
Gender
Male 39.44 33.80 73.24
Percentage Female 12.68 14.08 26.76
Total 52.12 47.88 100
Table 4.39
Pearson Chi-square Test

Asymptotic
Value df Decision
Significance
Pearson Chi-
.234 1 .629
Square
Accept null
Continuity hypothesis
.046 1 .829
Correction
Likelihood Ratio .234 1 .629
The result of the chi-square analysis is shown in table 4.38. While analyzing the result of the
analysis the following inferences is drawn;
The Person’s chi-square value is .234 with a significance value of 0.629 at the degree of freedom
1. Since the p value obtained is greater than level of significant, the null hypothesis is accepted.
That means; there is a no significant association between the gender of respondents and their
level of satisfaction towards mobile banking application.
60
CHAPTER V
FINDINGS, SUGGESTIONS & CONCLUSION
5. Findings, Suggestions and Conclusion
1 5.1 Findings
2 The study shows that the majority of respondents are satisfied with the personalized
features provided by mobile banking.
3 When the respondents classified on the basis of period of using mobile banking, it is
found that majority of the respondents started to use mobile banking the period of 1-3
years.
4 Respondents use different modes of mobile banking, most of them use UPI Gateways
than Direct apps from bank.
5 Most of the respondents use the mobile banking application 5 to 6 times/week.
6 The study shows the respondents have the feeling that there transactions are safe.
7 Alerts and Preferred language are the most used personalized feature while using mobile
banking.
8 Google Pay is the most used UPI payment app used by the respondents.
9 Most of the respondents are satisfied because of the quickness in completing the
transaction in mobile banking applications.
10 Mostly Employees and the student are the groups which use these mobile banking
applications more. 10. The study shows that most of the respondents are agreeing that
mobile banking applications are user friendly systems.
11 Among the users they agree that mobile banking application updates about the bills due.
12 It can be inferred that the use of mobile banking is higher among individual having
annual income upto 15000
13 Even though all the respondents have smart phones their level of knowledge to use it is
different
14 The study identified that there are mainly four factors which influence the preference
towards mobile banking. The identified factors are Security, Utility services, Quality of
service and Transaction speed.
15 The study also analyzed the level of satisfaction with the services provided by mobile
banking application across gender, and it is found that level of satisfaction is higher
among male and lower among female.
61
16 The study also analyzed the level of preference towards mobile banking across gender,
and it is found that level of preference is higher among male and lower among female.
17 By using chi square analysis it is found that there is no significant association between
gender and the factor security.
gender and the factor Utility Services.
gender and the factor Quality of services.
gender and the factor Transaction speed.
gender and the level of satisfaction with the services provided by mobile banking
application.
gender and the level of preference towards mobile banking application.
5.2 Suggestions
1 Respondents have a neutral opinion that their personal information is not misused, there
are most satisfied with that. This issue should be resolved
2 The knowledge about the investment opportunities with mobile banking should be
provided to the users.
3 Lack of computer/tablet/ phone knowledge prevents user from mobile banking so
measures should be taken according to it.
4 Proper customer redressal system should be maintained to create trust and improve
security.
62
5.3 Conclusion
The study has analyzed the customer satisfaction towards mobile banking applications. This
study shows that majority of the respondents are satisfied with the mobile banking applications
by the banks. The users prefer to use severs facilities provided by these applications. It can be
considered that mobile banking application definitely changes the way we are transferring now
and transforming in to digital payment where each person’s smart phone will be the primary
device for all payment. We know that in recent times, there is an enormous growth in smart
phone uses and penetration of internet in rural service. This leads big potential for adoption of
mobile banking applications by Indian customers. On the basis of the study, the Gender does not
have significant relation with level of satisfaction of the customers. From all the above points we
can conclude that mobile banking will gradually end the cash payment and reduce the circulation
of currency note. This will lead to a transparent system and cash less economy.
63
BIBLIOGRAPHY
BIBLIOGRAPHY
Books
 Sheth, J. N. (2017). Customer Relationship Management. McGraw Hill

Education.
 T, H. T. Customer Satisfaction Planning. Taylor and Francis INC.
Journal
A.K, B. (2017). Marketing of Banking Services in the Present Scenario . Economic

andBanking Journal of Central Bank of India , 27-31.
Anjaly Abdula, R. (n.d.). Customer satisfaction towars mobile banking application. Journal
ofbusiness management.
Ankit. (2011). Factors influencing online banking customer satisfaction and their
importance in improving overall retention levels:An indian banking perspective.
Information andKnowledge Management, 45-55.
Chandran, R. (2014). Pros and Cons of Mobile Banking. International Journal of

Scientificand Research Publications.
Dutta, D. (2010). Mobile Banking in India, A new chapter in the Banking. 23-
31.G, S. (2012). Handbook of Human Factor and Ergonomics Hoboken.
Hilton M, C. A. (2014). Refactoring Local to Cloud Data Types for Mobile Apps. !st
International conference on Mobile Software Engineering and Systems (pp. 83-
92).New York: ACM Press.
J.A, J. (2012). Human Computer Interaction Handbook. Fundamental Evolving

Technologiesand Engineering appliucation.
J.M, K. (n.d.). Guide to computer Network Security.
K.H, S. T. (2010). Customer satisfaction (CFS) with onlinebanking services in an Islamic

Country. Journal of Islamic Marketing, 249-267.
kumar G.D, S. M. (2016). Network Security Attacks and Countermeasures Hershey.
M, s. V. (57-61). Customer Perception Towards Service Quality in Banks-An empirical

assesment with reference to vcommercial banks located in Erode. Sona
64
journal ofMarketing Research, 2009.
P.A, B. (2014). An Introduction to Human-Computer Interaction(psychology Revivals).

NewYork: Newyork Press.
ParuklDeshwal, D. (2015). A Study of Mobile Banking in India . International journal of

Advanced Research in IT and Engineering Impact Factor, 2278-6244.
Purkayastha, S. (2010). Technology Driven Channels, Need to be More Customer Centric .

The Indian Banker, 30-37.
Rahmath safeena, H. D. (2012). Technology Adoption and Indian Consumers: study

on Mobile Banking. International Journal of Computer Theory and
Engineering.
Raja J.Z, B. D. (2013). Achieving Customer Satisfaction Through Integrated Products

andServices:An Exploratory Study. journal of product Innovation Management.
Sheth, J. N. (2017). Customer Relationship Management. McGraw Hill
Education.T, H. T. (n.d.). Customer Satisfaction Planning. Taylor and Francis INC.
W, V. (2009). Eventually Consistent Communication of the ACM. 40-44.
Y, K. D. (2012). A Study of Mobile Internet Users Service Quality Perceptions from a

Users Utilitarian and Hedonic Value Tendency Perspectives. Information and
System Frontiers, 409-421.
Yang S, Y. D. (n.d.). Testing for Poor Responsiveness in Android Applications. !st

International workshop on the engineering of Mobile Enabled systems.
Zhao L, L. Y. (2012). Assessing the Effects of Service quality and Justice on Customer
Satisfaction and the Continuance Intention of Mobile Value Added services. An
Empirical Test of a Multidimensional Model Decision Support System, 645-656.
Websites
 www.en.wickypedia.org
 www.chime.com
 www.jargone.com
 www.surveymonkey.com
 www.icommercentral.com
65
APPENDIX
QUESTIONNAIRE
Name:
1. Gender:
A. Male
B. Female
C. Transgender
2. Employment Status:
A. Employed
B. Unemployed
C. Student
D. House maker
3. MonthlyIncome:
A. Up to15,000
B. 15,000-30,000
C. 30,000 - 45,000
D. 45000 - 60000
E. Above60,000
4. Education:
A. Primary school
B. High school
C. Undergraduate
66
D. Postgraduate
E. Diploma/Certificate/Professional Course
5. Level of phone/computer/ tablet knowledge:
A. Basic
B. Intermediate
C. Advanced
D. Expert
6. Do you think Mobile Banking Application are more convenient than traditional
Banking Methods?
A. Yes
B. NO
7. What factors affect you to open Mobile Banking account?
A. Time saving
B. Economical
C. Easy to use
D. Accuracy
E. Reliability
F. Others
8. Statusofusage:
A. Lessthan1year
B. 1–3years
67
C. 3–6 years
D. 6 - 9 years
E. More than 9 years
9. How often you use Mobile banking application?
A. 5 to 6 times/ week
B. 2 to 3 times/ week
C. once in a week
D. Once in a month
E. Occasionally
10. Which type of mobile banking application do you use?

A. UPI gateways
B. Direct apps of banks
C. Both
11. Which UPI payment app you use the most?

A. Google Pay
B. Phone Pe
C. Paytm
D. Bhim app
E. Others
12. How many UPI Payment Apps do you use?

A. 1
B. 2
C. 3
D. More than 3
68
13. Which Direct banking application you use the most?
A. SBI YONO
B. BOI Mobile
C. Fed Mobile
D. BOB World
E. Others
14. How many direct bank apps do you use?

A. 1
B. 2
C. 3
D. More than 3
15. Does your mobile banking application provides personalized features?

A. yes
B. no
16. What are the personalized features that you use?

A. Preferred language
B. Date and time format
C. Alerts
D. Default transactions
E. Standard Beneficiary list
17. What are the mobile banking services you use?
A. To get account balance update
B. To transfer money
C. To Pay utility bills
D. To buy goods or services
E. To get statement of account
F. All the above
69
Express your agreement regarding the following
(Strongly Agree= 5 Agree= 4 Neutral=3 Disagree=2 Strongly disagree=1)
18. Mobile banking transactions are secure.
19. Mobile banking is user friendly.
20. Mobile banking makes transaction faster.
21. My personal information is not misused through mobile banking.
22. Mobile banking updates me about bills due.
23. Complaints regarding mobile banking are resolved quickly.
24. Mobile banking increased my fund transfer

25. Mobile banking increased my exposure to investment opportunities
Express your satisfaction regarding the following
(Highly satisfied -5 satisfied-4 neutral-3 dissatisfied-2 highly dissatisfied-1)
26. Are you satisfied with the operation and login facilities?
27. Are you satisfied with the bill payment facility provided by mobile banking.
28. Are you satisfied with the quality of the service provided by the Mobile Banking
Applications?
29. Howsatisfiedareyouwiththe minimum settlement and payment time?
30. Are you satisfied with the mobile recharging facilities provided by your mobile
banking app?
31. Are you satisfied with the personalizes alerts send by your mobile banking
application
70

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“A STUDY ON CUSTOMER SATISFACTION TOWARDS MOBILE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

In partial fulfilment of the requirements for the award of the degree

ANAND VARKEY PAUL

Under the guidance of

Ms. SHINE PAUL

PG AND RESEARCH DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

Analyzed document CCAUMCM005 Anand.pdf (D131128401)

Submitter email [email protected]

Analysis address [email protected]

Sources included in the report

This is to certify that the project entitled “A STUDY ON CUSTOMER

Place: Irinjalakuda ANAND VARKEY PAUL

SI. NO. TITLE PAGE NO.

3 CHAPTER I: INTRODUCTION 1-4

4 CHAPTER II: REVIEW OF LITERATURE 5-11

5 CHAPTER III: THEORECTICAL FRAMEWORK 12-23

6 CHAPTER IV: DATA ANALYSIS AND INTERPRETATION 24-60

7 CHAPTER V: FINDINGS SUGGESTIONS AND CONCLUSION 61-63

4.2 Classification of responses on the basis of Employment status 25

4.3 Classification of responses on the basis of Monthly income 26

4.4 Classification of responses on the basis of Education 27

4.5 Classification of responses on the level of phone/computer/ tablet knowledge 28

4.15 Does mobile banking application provide personalized features 38

4.16 Classification on the basis of personalized features that respondents use 39

4.17 Classification on the basis of mobile banking services they use. 40

4.18 Classification based on Mobile banking transactions are secure 41

4.19 Classification based on responses Mobile banking is user friendly 42

4.33 Factors influencing customer satisfaction towards mobile banking application 55

4.34 Classification of respondents based on level of Preference 56

4.35 Chi-Square Tests 57

4.36 chi-square analysis 57

4.37 Classification of respondents based on level of satisfaction 59

4.38 Level of satisfaction across Gender 60

4.39 Pearson Chi-square Test 60

4.2 Classification of responses on the basis of Employment status 25

4.3 Classification of responses on the basis of Monthly income 26

4.4 Classification of responses on the basis of Education 27

4.16 Classification on the basis of personalized features that respondents use 39

4.17 Classification on the basis of mobile banking services they use. 40

4.18 Classification based on Mobile banking transactions are secure 41

4.19 Classification based on responses Mobile banking is user friendly 42

While India's economy is rapidly moving toward digitalization of monetary transactions, it is

1.3 Significance of the study

1.4 Objectives of the study

1.8 Methods of data collection

Primary sources of data:

Secondary sources of data:

● Physical in-depth interview cannot be conducted due to ongoing global pandemic

1.10 Chapter scheme

Chapter 2-Review of literature

Chapter 3- Conceptual framework

Chapter 4- Analysis and interpretation

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P.A, B. (2014). An Introduction to Human-Computer Interaction(psychology Revivals). NewYork:

ParuklDeshwal, D. (2015). A Study of Mobile Banking in India . International journal ofAdvanced

Purkayastha, S. (2010). Technology Driven Channels, Need to be More Customer Centric .

The Indian Banker, 30-37.

W, V. (2009). Eventually Consistent Communication of the ACM. 40-44.