Mobile Banking Adoption: A Study of Customers in India

Abstract

The present paper has made an attempt to analyze the adoption pattern of mobile banking services among the banking customers in India. In order to serve the purpose of the study, primary research focusing on banking customers in India has been conducted. The results have depicted that the mobile banking services are being underutilized by the users. Further, it has been found that the mobile banking services are used for the purpose, namely, balance inquiry, shopping, etc. While exploring factors affecting the usage pattern of mobile banking, personal disposition towards technology adoption, perceived usefulness, perceived ease of use and effectiveness of mobile banking services are found to play a significant role. On the basis of the findings of the study, various suggestions have been made to the banks for enhancing the usage of mobile banking services.

Keywords

• mobile banking
• technology adoption
• perceived usefulness
• perceived ease of use
• effectiveness