Customer Perception Towards Mobile Banking with Special Reference to India

Time factor: Liu and Arnett in their study identified time factor as one of the prime factor that in E-banking service quality feature for the customers. Saving time is an importance factor which influences the customers prefers to use e-banking. (Beer, 2006). Banks can make the information of products and services available on their site, which is, an advantageous proposition. Prospective customer can gather all the information from the website and thus if he comes to the branch with queries it will be very specific and will take less time of

This chapter generally focus on several part of study in online banking area. This research paper entitled: A study of generation Y satisfaction toward online banking service in Johor. Background of research as the first part in this chapter and briefly discuss the definition of generation Y and online banking service. Problem statement continues as the second part which explains the importance and the basis of this study. Next, research objective screen out the five specific objectives of this study and demonstrate the independent variables and dependent variable. Then, the research questions illustrate the question between the independent variables and dependent variable. The research questions state how the factors or independent variables affect the satisfaction of generation Y toward online banking service. The significance of study shows the parties or entities that benefit from the research. Significance of study also explains the

The change and advancement in technology are a significant factor in the banking business. Technology has led to tremendous improvements in this industry. Since the commencement of this millennium, people have shown great love for their mobile phones (Ozaki 1992). It necessitated the invention of mobile applications (APPs). From the introduction of the mobile banking, APP people rarely go to the banks. All their transactions get done simply by the stroke of a finger. Businesses face a challenge of adapting to changes in the technology sector. Mobile banking either through actual investing or any other means is on the rise.

Many previous academic studies (Wang et al., 2003; Agarwal et al., 2000; Venkatesh, 2000) have well documented the extent to which perceived self-efficacy is vital in Information System (IS). Perceived self-efficacy presents itself as being a major risk-factor in predicting sustainability of a new technology (Ellen et al., 1991). In the context of M-banking, perceived self-efficacy is defined as the “judgement of one’s ability to use mobile banking” (Venkatesh, 2000). Agarwal et al., (2000) state that there is empirical evidence to support the casual relationship between perceived self-efficacy and behavioural intention. However, among mobile banking adoption researches, Brown et al. [2003] supported self-efficacy was

1- What benefits does mobile banking provide to consumers? At the time of the case, why

. Mobile services not only offer a new, convenient channel for existing customers of banks, the technology will also provide access to 3 Bnstrong global unbanked population

The aim of the study is to evaluate the factors that influence the development of mobile payments, their strengths and barriers to development. I will present several key factors such as the impact on the environment and culture mobile payment changing environment, business or rapidly progressive changes in technology and relevant regulations and quite often set of new standards. I will discuss technical aspects such as safety and confidence in mobile payments, which is still not too high. So in the beginning it should be clarified what mobile payments are. Mobile payments also called m-payments are non-cash payments made by mobile device like smartphone or tablet and use mobile technologies such as. SMS, NFC, USSD, WAP. If we want to use mobile payments we

The Harvard Business School case study Mobile Banking for the Unbanked explores two very different examples of mobile financial service models:

Furthermore, the development of the mobile phone also benefits the banking services. People can easily access to their account through the mobile Internet. Secondly, particular applications have been invented for mobile users to manipulate their banking service. For example, HSBC has

3. To identify the most significant factor that affect the decision to adopt Internet banking in Botswana.

Recently, there has been incredible growth in the use of mobile phones. That is because, they have become highly flexible and multifunctional, they can be used anytime, anywhere, and for several purposes – from utilitarian to hedonic. Also, the rate of internet users has been growing at a rocket speed over time (Negahban and Chung, 2014). These innovations in telecommunication have enabled the launch of new methods to access the banking services through several e-channels like internet banking and mobile banking. However, many bank customers still prefer banking in the traditional way – going to branch premises (Chandran, 2014). The underutilized information technology has led many researchers to develop numerous models to study its acceptance by people (Baptista and Oliveira, 2017). The fact that providing an enjoyable and fun environment can favourably increase the acceptance of technology by users (Venkatesh et al, 2012), has prompted many banks to apply gamification to their financial services (Baptista and Oliveira, 2017).

The process of globalization and liberalization has virtually transformed the way of running business across the globe. Technology has entered into every sphere of the human life and the financial sector is no exception to it. E-banking, a product of the research conducted in the field of banking and financial services over the last century, is being used in India for some time now in the form of digital data in computers, Automated Teller Machines, credit and debit cards, mobile banking and net banking. Internet or e-banking means that any user with a personal computer and a browser can get connected to his bank’s website to perform any of the virtual banking functions. E-banking services can be availed for payment of bill, fund transfer,

But the study conducted by (Chiemeke et al, 2000) on the adoption of e- banking in Nigeria identified the major inhibiting factors to e- banking in Nigeria such as insecurity, inadequate operational facilities including telecommunications facilities and electricity supply. The inhibiting factors encountered in Nigeria is not different from Malawian experience because the efficiency and effectiveness of e – banking service delivery largely depends on the other stakeholders roles such availability of network which is being provided by Malawi Telecommunication Limited (MTL) and Electricity supply Commission of Malawi (ESCOM) for the supply of

d) Reliability: The challenge for the Chief Information Officers (CIOs) and Chief Technical Officers (CTOs) of the banks is to scale-up the mobile banking infrastructure to handle exponential growth of the customer base. With mobile banking, the customer may be sitting in any part of the world (true anytime, anywhere banking) and hence banks need to ensure that the systems are up and running in a true 24 x 7 fashion. As customers will find mobile banking more and more useful, their expectations from the solution will increase. Financial Organizations should unable to meet the performance and reliability expectations may lose customer confidence. There are systems such as Mobile Transaction Platform, which allow quick and secure mobile enabling of various banking services.

Mobile banking is well utilized in countries of Europe and even Japan, yet it is slow to catch up in America. A study by Forrester Research found that only 10% of Americans like the idea of m banking while 35% already bank online