A Study on the Customer Perception of Mobile Banking with Specific Reference to Ernakulam District, Kerala, India

Abstract

Mobile Banking is a new concept introduced in the banking system. Many studies have been conducted to analyse impact of Information Technology on banking sector. Being a new concept studies available on M-Banking are limited.. Objectives of this study are to understand the concept of M-Banking and the various services provided by it, to understand customer preference for M-Banking and its comparison with Net Banking, to assess the level of satisfaction of M-Banking users and identify the most availed service and to identify the group of customers who mostly avail M-Banking services. It is the primary data that has been used mainly for this study. It was collected with the help of structured questionnaires which were distributed among the sample respondents. The secondary data have been collected from Newspapers, Magazines and Websites. For selecting the respondents from the total population, a Convenient Random Sampling Method is used and 30 sample respondents were selected by this method. Analysis of data was done using Percentages. Tables were used for presenting the data and Spearman’s Rank Correlation was used for testing the set hypothesis. From the study, it was concluded that majority of customers are satisfied with M-Banking services and all of them have also recommended this to others even though there are some weaknesses in the services provided through it. Fund Transfer was rated to be the most availed service by users.