V3I3P23

MOBILE BANKING IN INDIA: AN ANALYSIS USAGE, CHALLENGES AND CUSTOMER PERCEPTION

Saranya M^1*, Dr. T. Vetriprabhu²

Abstract

Mobile banking has emerged as a revolutionary tool in the financial sector, allowing users to perform banking transactions using smartphones or tablets. The purpose of this study is to analyze the adoption, benefits, and challenges of mobile banking in India. With the increasing use of digital payments such as UPI, mobile banking has become essential for financial inclusion, convenience, and time efficiency. This research uses a combination of primary data (surveys of 100 users) and secondary data (RBI reports, bank publications) to understand customer satisfaction, usage patterns, and security awareness. The study highlights that while mobile banking significantly improves accessibility and transaction speed, security concerns and low digital literacy remain major challenges. The findings can guide banks in designing secure and user-friendly mobile banking applications.

Purpose:

• To explore the features and benefits of mobile banking.
• To identify challenges in adoption and usage.
• To analyze customer satisfaction and security awareness.
• To provide recommendations for improved mobile banking services.

Keywords:

Mobile Banking, Digital Payments, UPI, Financial Inclusion, Customer Satisfaction, Security Awareness, Mobile Applications.