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no-29 KIAMS

Abstract:
The major banks in India are increasingly providing
services through electronic channels such as ATMs,
internet banking, Tele-banking and mobile banking. The
research is an attempt to study the consumer awareness
on mobile banking & perception about the same. A
survey research is conducted among the consumers who
are residing in Harihar. The study shows that consumers
are aware about mobile banking service provided by
their bank. Consumers are familiar about various
banking transactions that can be done with the help of
mobile banking. Consumers think that mobile banking
is easy to use; it is very useful for them as it will give
them flexibility to do transactions irrespective the time
of day. Consumers think that major advantage of mobile
banking is Anywhere anytime banking
Keywords: Electronic channels, Mobile Banking,
consumers
Problem: To what extent the customers aware regarding
the online transactions so called mobile banking (Mbanking)
Introduction
What Is Mobile Banking?
Mobile banking (also known as M-Banking) which is
used to check balance, transaction payments, and other
online transactions through mobile phone. When the

first smart phones was introduced with the WAP

software support enabling the use of the mobile web in
1999, the first European banks started to offer mobile
banking on this platform to their customer, mobile
banking was in the usage from the year 2010 where
previously people used to prefer through sms or web.
Mobile Banking Services Banks offering mobile
access are mostly supporting someor all of the
following services:
1. Deposits / withdrawal Alerts.
2. Minimum Balance Alerts.
3. Bill Payment Alerts at specified locations.
4. Bill Payment.
Objective:
To find out the awareness and perception of consumers
about mobile banking.
Hypothesis
As we all know that customers are preferring anything
which they want at ease, so the mode of payment which
is very comfortable for the customers so they prefer to
online banking.
H0. Consumers has a high impact on interest to use MBanking.
People now a days they prefer to sit in the home and
purchase goods and also they feel that paying through

online is much comfortable than standing in queue for a

long time. This is the usefulness of M-banking
H1. Usefulness of M-Banking has a very good impact
on the interest to use M-banking.
It is very easy for a customer using the mode of
payment such as M-banking because they can transfer
the money through online and can also pay for the
purchases once the data is saved in a secure source then
one click is sufficient for the payment so these aspects
will make the customers to prefer the M-banking
H2.Easiness of using M-Banking made consumers to
prefer the use of M-Banking.

Literature review:
Consumer Awareness:
Consumer awareness is like to how far be the customers
are aware of the specified goods or services.
Usually advertisements increase consumer awareness.
Consumers will also come to know through mouth
word.
Need:

We need it so we will not be misled by producers, it will

let us know whether it is worth buying it or not, it also
states whether it is safe for us as well as environment.
Role of producer:
Producers are the people who create the product/service
to the consumers, so it is their duty state whether the
product is useful to the consumers or not. When they
are providing services they should bring out it with skill
& care.
Consumer Attitude towards M-Banking
Development of technology in this modern world plays
a crucial role where people prefer to do the work at ease
Advancement in technology has changed the modern
world it has a high impact. Consumers attitude on
adopting mobile banking showed different factors
towards online banking such as demography motivation
and behaviour towards banking technologies and
acceptance of new technologies. Most of the consumers
are influenced to online banking by prior experience of
new technology. The adoption of electronic banking
forces consumers to consider concerns about password
integrity, privacy, data encryption, hacking, and the
protection of personal information. E-transactions
require the consumer involvement. A key component of
many initiatives is the implementation of Customer
Relationship Management (CRM) software. Many

companies in financial sector have been shifted to

implement internet capabilities and electronic service
because it has become a viable interaction between
financial service providers and their
customers.Customer satisfaction and customer retention
are increasingly developing into key success factors in
e-banking. Technology, in particular, has been
increasingly employed in service organizations to
enhance customer service quality and delivery, reduce
costs, and standardize core service offerings.
Experimental design:
1. Sampling method
2. Close Ended questions
3. Likert scale questions
4. Interviews of respondents are conducted.
Paper type:
Research paper
Questionnaire:
Close ended questions :
1. Do you know about mobile banking?
2. Are you interested in doing M-banking?
3. Do you like to register/ enrol for the Mbanking?
4. Have you ever tried using mobile banking?

 Likert scale questions :

1. How well are you satisfied with the Mbanking? (out of 5)
2. How much useful is it for you? (out of 5)
3. How convenient are you using this Mbanking? ( out of 5)
Agree/disagree questions
1. You feel very easy to access the M-banking
from home.
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
2. Online payment through mobile is safe.
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
3. M-banking saves your time.
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
Interviews of respondents :

1. How do you know about mobile banking?

2. How often do you use M-banking?
3. Do you think the transactions through mobile
is secured?
Limitations to the study :
1. The geographical scope of the study is limited
to, KIAMS, Harihara & Davangere area alone.
2. The sample size is confined to limited people.
3. The consumer attitude might change in future.
4. The respondents may not spend much time for
answering the questionnaire.
Results

 How well are you satisfied with the Mbanking?

Analysis 1:
Around 95.7% people among the survey
know about M-banking
About 87% people are interested
towards M-banking
Out of those 82.6% would like to
register for M-banking
Among those 78.3% have tried using
M-banking
Analysis 2:
People have different experiences with the
satisfaction of M-banking
20.8% are highly satisfied
45.8% are satisfied
25% are neutral
8.3% are not satisfied
From which we can say that most of the people are
satisfied
People expressed their usefulness towards
M-banking
4.2% are not satisfied
4.2% are not at all satisfied
12.5% are neutral
50% are satisfied

29.2% are highly satisfied

Again we can state that most of the people found Mbanking is useful
People exhibited their convenience level
4.2% are not satisfied
16.7% are neutral
37.5% are satisfied
41.7% are highly satisfied
Analysis 3:
Easy to access from home
Around 69.6% people found it is easy to
access from home so we can say that many
of them are feeling easy to access and 26.1%
stated that they strongly agree M-banking is
easy to access
Analysis 4:
Is M-banking safe or not
Around 8.7% people strongly agreed that
it is safe and 47.8% agreed it is safe where
30.4% are neutral and 13%disagreed
From this we can say that around 54% people feel that
M-banking is safe
Analysis 5:

The response which came for whether M-banking saves

your time
Almost 43.5% strongly agreed and 56.5%
agreed by which we can say almost 100%
people agreed that M-banking saves time
Conclusions:
Majority of consumers are aware that
mobile banking is now available in India.
But very few are familiar with various
banking transactions that we can do with
the help of Mobile banking.
Majority of consumers have heard about
mobile banking before.
The factors like usefulness of mobile
banking, ease of use of mobile banking,
awareness of mobile banking & interest in
using mobile banking can be used
understand consumers perception about
mobile banking; thus they can be useful to
increase the reach of this banking service.
There is significant impact of ease of use
of M-Banking on the interest to use MBanking. Technology is now enabling
consumers to do their banking transactions
just by clicking some buttons on mobile or
by sending SMS. So this is acting as a pull
factor to increase adoption of mobile
banking.