AN EMPIRICAL STUDY TO INVESTIGATES CUSTOMER AWARENESS AND PERCEPTION ABOUT THE UTILISATION OF MOBILE BANKING.

Abstract

The utilisation of electronic channels, including ATMs, online banking, tele-banking, and
mobile banking, is on the rise among the prominent banks in India. This study aims to
investigate consumer awareness of mobile banking and their perceptions of this service. A
survey study was done among consumers residing in Pune. The research findings indicate
that customers possess knowledge of the availability of mobile banking services offered by
their respective financial institutions. Consumers possess a comprehensive understanding of
the diverse range of financial transactions that can be facilitated through the utilisation of
mobile banking services. Consumers perceive mobile banking as a user-friendly and
convenient tool that offers them the freedom to conduct transactions at any given time, hence
enhancing its use. Consumers perceive the primary benefit of mobile banking to be the ability
to do banking activities at any location and at any time. For this study Working professions
and students from different institution 225 respondents were responded. Structured
questionnaire was used to gather information.