Dummy PROJECT (4TH SEM) 16.05.2024

“A STUDY ON THE CHALLENGES AND BENEFITS
FACED BY CUSTOMERS WITH RESPECT TO MOBILE

BANKING SERVICES IN MYSURU CITY”
Project Report submitted to
Karnataka State Open University in partial fulfillment for the award of the degree of
MASTER OF COMMERCE
Submitted By
Name of the Student:________________________________________
Reg. No.:_______________________________
M.Com 4th Semester
Under the guidance of

Name of the Guide:________________________
Designation:_____________________________
Official Address:
Department of Studies and Research in Commerce
KARNATAKA STATE OPEN UNIVERSITY

Mukthagangothri, Mysuru, Karnataka.
2024-25
Page | 1
“A STUDY ON THE CHALLENGES AND BENEFITS
FACED BY CUSTOMERS WITH RESPECT TO MOBILE
BANKING SERVICES IN MYSURU CITY”
Project Report submitted to
Karnataka State Open University in partial fulfillment for the award of the degree of
MASTER OF COMMERCE
Submitted By
Name of the Student:________________________________________
Reg. No.:_______________________________
M.Com 4th Semester
Under the guidance of

Name of the Guide:________________________
Designation:_____________________________
Official Address:

2024-25
Page | 1
ANNEXURE – 1 (Student Copy)

MUKTHAGANGOTHRI, MYSURU-570 006
DEPARTMENT OF STUDIES AND RESEARCH IN COMMERCE
PROFORMA FOR PROJECT APPROVAL LETTER

Reg. No. :
Name of the Student :
Address of the Student :
Mobile No. :
Area of Specialization : Accounting/ Finance/ HR/ Marketing/ Banking/
Taxation/ Others, Specify_
Name of the Guide :
Designation :
Official Address :
Mobile No. :
Proposed Title of the Project : 1.

.
2.
.
3.
.
Signature of the Student Signature of the Guide

Date: Date:
(For Office Use only)
Project Topic
APPROVED APPROVED
NOT APPROVED NOT APPROVED
Comments / Suggestions:
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ANNEXURE – 6

GUIDE CERTIFICATE
This is to certify that the project report entitled “ A Study on The Challenges And
Benefits Faced By Customers With Respect To Mobile Banking Services In
Mysuru City” Submitted by Mr./Ms./Mrs.
,___________________________bearing Reg. No.______________________, to
the Department of Studies and Research in Commerce, Karnataka State Open
University, Mysuru. The work done under my guidance has been satisfactory and is
recommended for the consideration towards partial fulfilment for the award of the
degree of Master of Commerce (M.Com).
Place:
Date:
Name and Signature of

theGuide with seal
Page | 3
ANNEXURE – 5

CHAIRPERSON’S CERTIFICATE
This is to certify that Mr/Ms./Mrs.---------------------------- , bearing the

Reg. No. -------------------------------, has successfully completed the project work
on “A Study on The Challenges and Benefits Faced By Customers With Respect To
Mobile Banking Services In Mysuru City” under the guidance of
__________________________. The project report is submitted to the Department of
Studies and Research in Commerce, Karnataka State Open University, Mysuru in
partial fulfilment of the requirement for the award of Master of Commerce
(M.Com) during the academic year 2024-25.
Place:
Date:
Chairperson
DOS & R in Commerce
Page | 4
ANNEXURE – 3
In Company Letter Head
(Applicable for the student who select company for the study)
Date: . . . . . . . . . . . . .
To,
The Chairperson,
DOS & R in Commerce,
Karnataka State Open University,
LETTER OF ACCEPTANCE
This is to inform you that, we have accepted and granted permission to Mr./Ms./Mrs.
, bearing Reg. No.____________________for doing project work on the
topic entitled “A Study on The Challenges And Benefits Faced By Customers With Respect
To Mobile Banking Services In Mysuru City” for the partial fulfilment of the award of the
degree of M.Com at Karnataka State Open University, Mysuru, Karnataka.
Place:
Date:
Signature of the Officer with Seal
Page | 5
ANNEXURE – 8

DECLARATION
I hereby declare that the Project Report entitled “A Study on The Challenges And
Benefits Faced By Customers With Respect To Mobile Banking Services In
Mysuru City” is submitted to the Department of Studies and Research in Commerce,
Karnataka State Open University, Mysuru, in partial fulfilment for the award of the
degree of Master of Commerce (M.Com) is an original research work carried out by
me under the guidance of ______________________. I also declare that the report
was neither submitted to any other University or Institution for the award of any
Degree/Diploma/Certificate nor published elsewhere any time earlier.
Place:
Date:
Name and Signature of the Student

Reg. No.
Fourth Semester,
Master of Commerce
Mysuru.
Page | 6
ACKNOWLEDGEMENT
First of all, I express my sense of gratitude and heartfelt thanks to, the almighty for the
grace and blessings given to me to have the strengths and knowledge to complete all my
project work successfully.
Motivation causing people to act in a certain direction is very necessary for the success of
any task. "Behind every successful student, there is a teacher". I feel happy and proud to
mention those who motivated me and contributed directly or indirectly in making this project
successful.
I take this opportunity to express my sincere thanks to

____________________________, Department of Studies and Research in Commerce,
Karnataka State Open University, Mukthagangothri, Mysuru.
I express my sincere thanks to

_______________________________________________my project guide for her valuable
guidance and constant encouragement throughout the project study.
I would like to offer my wholehearted gratitude to all Faculty Members and Non-teaching
Staff, Department of Studies and Research in Commerce, Karnataka State Open University,
Mukthagangothri, Mysuru and other friends for being so encouraging, supportive, and
forbearing throughout the study.
I would like to offer my sincere thanks and gratitude towards all those people who helped
me for successful completion of my project study, without timely co- operation of them my
endeavor would not have been a success.
I am pleased to place my profound etiquette to my beloved parents

_____________________________________________________________________ for
their encouragement, affection, and love throughout my career. I thank all my friends who
directly or indirectly helped me in the completion of this work.
Date: (Name of the Student)
Place: Mysuru Reg.no: _____________
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TABLE OF CONTENTS
Sl.
Particulars Page No.
No.
1. Certificates 1-5
2. Declaration 6
3. Acknowledgement 7
4. List of Contents 8
5. List of Tables 9
6. Chapter 1 : Introduction 10-12
7. Chapter 2: Review of Literature 13-15
8. Chapter 3: Research Methodology 16-21
9. Chapter 4: Conceptual Framework and Industry Profile 22-35
10. Chapter 5: Data Analysis and Interpretation 36-80
11. Chapter 6: Summary of Findings, Suggestions and Conclusions 81-86
87-93
12. Appendix 1: Questionnaire
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List of Tables
Sl.
Particulars Page No.
No.
5.1 AGE(YEARS) 37
5.2 GENDER 38
5.3 MARITAL STATUS 39
5.4 EDUCATION QUALIFICATION 40
5.5 OCCUPATION 41
5.6 MONTHLY INCOME 42
5.7 BANK 43
5.8 TYPE OF ACCOUNT 44
5.9 STATUS OF USAGE 45
5.10 DEVICES USED 46
5.11 KNOWING 47
5.12 PURPOSE OF USING 48
5.13 TIME SAVING THAN CONVENTIONAL BANKING 49
5.14 COST SAVING THAN CONVENTIONAL BANKING 50
5.15 USEFULNESS DURING EMERGENCY 51
5.16 USER FRIENDLY 52
5.17 TYPE OF BANKING PREFERRED 53
5.18 BASED ON THEIR EXPECTATION 54
5.19 TANGIBLE THAN CONVENTIONAL BANKING 55
5.20 SECURE THAN CONVENTIONAL BANKING 56
5.21 AVAILABILITY OF THE NETWORK ,SYSTEM ETC., 57
5.22 BETTER PROBLEM HANDLING CAPABILITY 58
5.23 MORE CONVENIENT 59
5.24 FACTORS PROMOTES TO USE THE NEW TECHNIQUES 60
5.25 REASON FOR NOT USING MOBILE BANKING SERVICES 61
5.25.1 PHONE DOESN'T SUPPORT IT 61-62
5.25.2 TRANSNATIONAL RISK 63
5.25.3 PREFER VIA OTHER MEANS LIKE INTERNET BANKING 64
5.25.4 COMPLICATED USER INTERFACE 65
5.25.5 TAKES MORE TIME 66
5.26.1 SAVES TIME 67
5.26.2 CAN CARRY OUT OPERATIONS EASILY 68
5.26.3 HAPPY WITH THE USER INTERFACE 69
TRUST ON NETWORK CONNECTIVITY WHILE DOING THE
5.26.4 70
TRANSACTION
5.26.5 COST SAVING AS COMPARED TO VISITING BANKS 71
5.26.6 AVAILABILITY OF 24*7 72
5.26.7 SATISFIED WITH THE LEVEL OF DATA AND INFORMATION SECURITY 73
5.26.8 COMFORTABLE OF USING NEW TECHNOLOGIES 74
5.26.9 COMPLETELY AWARE OF ALL 75
5.26.10 PROBLEMS IN UNDERSTANDING THE LANGUAGE USED 76
5.27 WOULD THEY FEEL ONLY MEANT FOR WEALTHY PEOPLE 77
5.28 RISKY TO SHARE PRIVATE AND SENSITIVE INFORMATION 78
5.29 POSSIBILITIES OF IDENTITY THEFT, FRAUD OR HACKING 79
5.30 OVERALL SATISFACTION 80
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CHAPTER-1
INTRODUCTION
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A - Introduction
Mobile banking is defined as “the use of a mobile phone to gain access to one bank
account, credit card account, or another financial account.” Mobile banking can be done
by either accessing the bank’s web page through the web browser on one mobile phone via
text messaging or by using the bank’s application that has been downloaded to the mobile
phone Earliest mobile banking services used SMS and it is known as SMS banking Because
smartphones constitute the foundation for new age mobile banking, WAP capability was
added to smartphones in 1999, allowing users to access the mobile web. In terms of its
functioning, methods, products, and structure, technology has always been one of the most
essential catalysts for the transformation in the Indian banking industry. Traditional
branches have been replaced by technology-driven delivery methods that meet the ever-
increasing time, space, and convenience expectations of new generation bank customers.
It started with the introduction of ATMs, which saw an increase in the number of
consumers visiting and queuing at ATMs for simple account information or balance
inquiries, increasing the expense of installing more ATMs. Then came internet banking,
which became quite popular but was limited to home, office, or laptop computers because
they were less locomotive.
Banks then sought for a solution that would suit consumers‟ needs and allow them to
access financial services at their fingertips while also allowing them to travel without
carrying any extra baggage. As a result, mobile banking was introduced, transforming the
instrument “mobile” from a simple means of exchanging information to a simple means of
executing banking transactions from anywhere at any time. Mobile banking is essential for
meeting banking needs at any time and from any location. The concept of branchless mode
via mobile phones aids in lowering operational costs and increasing profitability. The
mobile phone’s ubiquity feature is especially important for offering deep outreach banking
activities. The popular Android and IOS mobile phone operating systems have a solid user
interface and security features that make them ideal for banking operations. As a result,
adopting mobile technology for banking activities in India is unavoidable in order to
address the needs of the country’s vast population. Mobile Banking overcomes this
fundamental restriction of Internet Banking by requiring only a mobile phone from the
customer. In major Asian economies, such as India, China, and Korea, mobile usage has
skyrocketed. The primary advantage of Mobile Banking over Internet Banking is that it
allows for Anywhere Anytime Banking.
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The introduction of Internet banking was the last time technology had a significant impact
on how banks served their consumers. Customers now have access to their banks at any
time thanks to Internet Banking. Customers could access their account information, see
their bank statements, transfer funds to other accounts, and pay their bills from the
convenience of their homes and offices. However, the most significant constraint of
Internet banking is the requirement of a PC with an Internet connection, which is not a
significant barrier in the United States and Europe, but is a significant barrier in the
majority of Asia’s emerging countries, such as China and India. Mobile banking overcomes
this fundamental restriction of Internet banking by requiring only a mobile phone from the
customer. Banks were allowed to facilitate cash transfers from one bank account to another
under RBI rules announced in October 2008, both for personal remittances and purchases
of goods and services. In order to ensure safe and secure fund transfers, banks were directed
to address regulatory/supervisory issues, customer registration for mobile banking,
technology standards, interoperability, interbank clearing and settlement arrangements for
fund transfers, customer grievance, and redress mechanisms, and transaction limits. There
are no monetary restrictions on fund transfers made through mobile banking under current
regulatory prescriptions, as it is up to each bank’s risk perception and regulations
established by their individual Boards. The RBI, on the other hand, has enforced end-to-
end encryption for transactions above Rs. 5000/-.Similarly, RBI has approved mobile as a
channel for funds transfer from a bank account for cash payout to a beneficiary who does
not have a bank account at ATMs/BCs (up to Rs 10,000 per transaction with a maximum
of Rs 25,000 per beneficiary) (under the Domestic Money Transfer guidelines). 6. In
accordance with these rules, banks have provided mobile banking services to their
consumers through a variety of channels, including SMS, USSD, and mobile banking
applications. However, real-time interbank mobile banking payments have been made
possible thanks to the establishment of the Interbank Mobile Payment Services (IMPS),
currently known as the Immediate Payment Service, which is run by the NPCI with Reserve
Bank of India approval. By allowing real-time transfers of funds between bank accounts
and offering a centralised interbank settlement service for mobile banking transactions, the
IMPS has improved the efficiency of mobile banking. In order to foster a cashless society,
the IMPS has been updated to accept merchant payments via mobile phones. The
committee evaluated possibilities for employing mobile for merchant payments, in which
the merchant completes the transaction by accepting an OTP produced by the consumer on
his cell after making the payment request.
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CHAPTER-2
REVIEW OF LITERATURE
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• (Rugimbana, 1995) Mobile banking transactions are gaining importance and having
huge potential due to availability and facility to do transaction anytime and anywhere
• Unnithan and Swatman (2001) researchers investigated the history of the banking
industry and the trend towards electronic banking, including mobile banking, and found
that new banking channels in India had a great growth potential
. • Barnes and Corbitt (2003); Scornavacca and Barnes (2004)suggests that recent
technological advancements have enabled the introduction of new banking access options,
one of which is mobile banking, in which a customer connects with a bank via a mobile
device such as a phone or a personal digital assistant.
• Shin and Lee (2007). Customers are worried about a variety of security concerns.
Consumers of Punjab National Bank are more concerned about security risks than
customers of Bank of India and other institutions, according to our research. Customers of
SBI receive superior value added services than customers of other banks, according to the
findings.
• (Tiwari & Buse, 2007) Banking is an important aspect of how organisations and
industries operate on a daily basis. While Internet banking is still in its early phases,
mobile banking has emerged as the next advanced method of banking. The extent of
services supplied may include facilities for making financial transactions, administering
accounts, and accessing information..
• Clark (2008) posits that the mobile phone, as a channel, may expand the number of
channels available to clients, providing them with more low-cost self-service options for
cash, banking information, and payment.
• Vyas (2009); Rao et al. (2003) suggest that banks should think about mobile banking in
terms other than online banking, and that they should start to see mobility as its own
powerful and compelling delivery channel that can help them deliver new value to end
users, such as immediate access and increased control over personal finances. Banks would
target non-online banking users, according to Vyas (2009), who may not have regular
access to the desktop Internet but are very likely to own a mobile device.
• Hayat (2009)According to the report, it is critical for a banking regulator to provide
adequate consumer protection, ensure economic stability, ensure interoperability of
electronic systems, and ensure transaction security, and Anti-Money Laundering and
Know-Your-Customer principles must also be applied to mobile payments.
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• Grewal,(2012) In comparison to other countries around the world, India’s mobile internet
and service rates were quite low, according to his research. People were also willing to pay
for unlimited mobile data plans, according to the report, and the government of India has
taken a number of steps to boost the expansion of mobile banking in India. It also
emphasises how, because to advancements in Internet communications and technology,
numerous hurdles posed by availability, cost, and illiteracy may be overcome.
• (Deshwal, 2015) in her, study discussed about, How mobile phones have played a
significant role in providing financial services in India, as well as their contribution to
economic growth at a lower cost. She feels that reaching out to the country’s most remote
areas is an excellent strategy to achieve inclusive growth for the ordinary man.
Collaborations between diverse organisations are required to improve mobile banking
adoption from high-end users to low-end users, as well as from big cities to rural areas. She
goes on to say that various advertising strategies might be used to entice users to use mobile
banking.
• (Tam & Oliveira, 2017) This report primarily focuses on an in-depth examination of
mbanking through the measurement of individual performance levels. They’ve created
frameworks to assist new researchers and practitioners in synthesising their findings. Their
research greatly aided us in providing a comprehensive picture of mobile banking.
They also discuss cultural diversity and how it influences and affects the adoption process.
They also prioritise a customer-centric approach in order to increase earnings.
• (Sreelakshmi & Prathap, 2020) would be advantageous in the promotion of mobile
banking as well as health-prevention considerations. They also explain how critical it is to
emphasise the importance of fostering customer self-efficacy through online literacy and
promotion programmes in order for them to use the services. Their research also found that
by providing additional features and capabilities on a single platform, mobile payment
service adoption might be improved even more.
• (V & Manu, 2020) The related material available on the “Impact of COVID-19 on Mobile
Banking Services.” This study reveals that Google Pay has seen a significant increase in
its usability and reliability in India as a result of the pandemic. COVID has wreaked havoc
on people’s lives, social networks, and the economy in the short term. People in India are
suffering a slew of issues as a result of the instant shutdown; basic needs had to be met,
and transactions were conducted using mobile apps with upgraded services.
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CHAPTER-3
RESEARCH METHODOLOGY
Page | 16
A - Research Gap
After reviewing the existing literature, it is found that, there are few studies conducted on
customer perspective of mobile banking services. On further review it is found that, there
is no specific study on challenges and benefits faced by customers confined to Mysore city,
which gives rise to study the same, in order to fill the gap.
B - Statement of the problem and Justification of the Study
People used to have to spend three to four hours to get to the bank for a transaction, which
could cost more than the money placed or withdrawn. Customers can execute financial
transactions on a secure website using e-banking. In the current context, advances in mobile
technology enable for more convenient and effective distribution of financial products and
services than traditional banks. Customers can use Mobile Banking to move money
between banks, view balances or mini statements, make requests, pay utility bills, and pay
credit cards. However, there are some drawbacks to utilizing mobile banking, such as the
fact that it is not available on all mobile phones and that frequent usage of mobile banking
may result in additional fees.
C – The Need for the study
Mobile banking is a good option for the banking industry to increase the customers. With
the help of mobile telecommunication technology customers make numerous transactions
in the bank at anytime.
The primary need for the study is to identify to what extent the customers are aware of
mobile banking and satisfied with the transactions of mobile banking.
The secondary need is to study the challenges and difficulties faced by the customers while
using mobile banking and how quickly they are adapting to mobile banking.
D – Objectives of the Study
1. To study the innovative banking services in modern days.
2. To highlight the importance of mobile banking services.
3. To study the perception of customer towards mobile banking services in Mysore city.
4. To evaluate the benefits of mobile banking services.
5. To highlight the challenges of mobile banking services.
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E - Scope of the study
The scope of the study encompasses challenges and benefits of mobile banking services
faced by the customers. The geographically who have been using mobile banking services
in Mysore city is targeted for the study.
F - Research Methodology
The Research Methodology is the process which is adopted by the researcher in collecting
and analysing the information on the research topic. In present study, both the primary and
secondary data are taken into consideration, along with the 5-point Likert’s scale
questionnaire.
• Sources of Data Collection
A good research design has characteristics viz, problem definition, time required for
research project, and estimation of expenses to be incurred, the function of research design
is to ensure that the required data are collected and they are collected accurately and
economically. A research design is purely the framework for a study that guides the
collection and analysis of data. The present study is a blend of descriptive, analytical, and
empirical data. An attempt has been made to identify the challenges and benefits of mobile
banking and its impact with the help of primary data. Besides this, secondary data is also
used to understand. For primary data statistical method are being widely used and
hypothesis has been tested with the help of appropriate method.
Data collection is the process to gathering information about the relevant topic research.
Data Collection usually takes place early in an improvement project, and is often
formalized through data collection plan which often contains the following activity
Pre collection activity on goals, target data, definitions and methods.
➢ Collection of Data.
➢ Presenting findings involving some form of sorting analysis. For accomplishing the
objective of study, both Primary and Secondary data have been used.
Data can be classified under two categories depending upon source utilized.
These categories are
➢ PRIMARY DATA
➢ SECONDARY DATA
1. Primary Data: The study is largely based on the primary data which has been
collected through the structured Questionnaire Method.
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2. Secondary Data: This type of data has already been collected by someone else and
has already passed through statistical process.
This type of data has been collected from the following resources:
➢ Internet
➢ Books
➢ Journal
➢ Thesis
➢ News Papers
➢ Government Gazettes
➢ Magazines etc.,
For this study Primary Data has been used for research topic.
• Sample Size and Design:

➢ Population : Population means the whole universe of study in which the researcher
does his study / research and the population for the current research is people of Mysore
city.
➢ Sample Design: The complete study of all items in the population is known as a census
enquiry. Sample is a group of few items, which represents the population or universe from
where it is taken. The Process of Selecting sample have been done using convenient
sampling. At this stage Mysore region have been selected with the help of Convenient
sampling. The size of sample is 100 respondents.
➢ Questionnaire: A questionnaire is a research instrument consisting of a series of
questions and other prompts for the purpose of gathering information from respondents.
Although they are often designed for Statistical Analysis of the responses.
A well Structured Questionnaire consisting of the 5-point Likert‟s scale is being

administered with close end and open end questions to ascertain the customers perception
towards mobile banking services
➢ Research plan:
Data Source - Primary Data Research Approach - Survey Research Instrument -
Questionnaire Method of Contact - Personal Sample Size - 100 Respondents.
• Statistical Tools:
➢ Mathematical Tools: Percentage Method
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➢ Mathematical Tools: --
In the present research work, mathematical tools are used. It includes the percentage and
simple average method to the analysis and interpretation or collection of data. A
Percentage frequency distribution is the display of data that specifies the percentage of
observations that exist for each data points. It is particularly useful method of expressing
the relative frequency of survey responses and other data. The mathematical method is
using the following tools which are given as below:
➢ (1) Percentage Method –
It was used to draw specific inferences from the collected data that fulfil the objective of
the study. The formula used was:
P = Q/ R * 100
P = Reading in Percentage
Q= Number of respondents falling in specific Category to be measured
R = Total Number of respondents or it is the population.
• Population and Sample
The sample population considered for this study is well defined. Since the study focuses
on the challenges and benefits of customers with respect to mobile banking services, by
using convenient sampling method, out of total population of consumers in Mysuru, 100
consumers who belong to Mysuru city are considered as respondent sources.
G - Delimitations of the Study:
1. The Study of the Project is limited only to Mysore City
2. The sample size of the Project is restricted to only 100 respondents

H - Chapter Scheme:
• Chapter 1 - Introduction :
Under this chapter nature of customers, meaning and definition of mobile banking will be
discussed.
• Chapter 2 - Conceptual Framework :
Under this chapter what are the concepts of mobile banking, what are the benefits and
challenges faced by customers with respect to mobile banking services will be discussed.
• Chapter 3 –profile of the Mysore city :
This chapter covers profile of the Mysore city such as geography, economy,
demographics, industrial profile etc..,
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• Chapter 4- Data Analysis &Interpretation :
Under this chapter a detailed analysis of independent variables and dependent variables
and results will be analysed and interpreted.
• Chapter 5 - Summary of Findings, Suggestions & Conclusion :
In this chapter the major findings will be arrayed at first, subsequently appropriate
conclusion will be drawn. Constructive suggestions will be provided.
• Chapter 6 - bibliography :
It includes refferences which are used for the study.
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CHAPTER-4
CONCEPTUAL FRAMEWORK AND
INDUSTRY PROFILE
Page | 22
INTRODUCTION
According to the RBI, Master Circular 2008 “Mobile Banking Transactions” means
undertaking banking transactions using mobile phones by bank customers that involve
accessing/credit/debit to their accounts. This definition by RBI not only defines the scope
of mobile banking but also indicates its mandatory parameters which are to be specifically
considered when we outline the boundaries for a study of mobile banking. The definition
clearly mentions what should be included as well as what should be excluded in the scope
of the study of mobile banking. Mobile banking policies in India aim to enable fund transfer
from an account in any bank to any other bank (interoperability) on real-time basis
irrespective of the mobile network the customer has subscribed to (TRAI, 2013).
4.1 Subsets of Mobile Banking

Mobile Accounting: Mobile Accounting is a transactional-based service centred on
a bank account that incorporates any type of money payment and receipt facilitated through
the use of a mobile phone, resulting in debit and credit to a bank account. It should also be
noted that mobile accounting services include services that are not transactional or
informational in nature but are linked to the bank account in some way, such as requesting
the bank to create a recurring account from an already existing saving account linked to the
mobile banking service or giving instructions to the bank for the closure or redemption of
an on going fixed deposit account, or instructing the bank to link Aadhar card to the bank
account.
Mobile Brokerage: Mobile brokerage is a feature of mobile banking that allows an
individual to link his bank account (which is registered for mobile banking) to his securities
account, which is used for the purchase and sale of securities, and thus manage the credit
and debit of funds associated with the trade of shares and securities.
Mobile financial information: Financial Information on the Go With the use of mobile
banking, you can utilize the mobile financial information service to inquire about and
obtain information about your bank account. For example, asking for information on the
account’s available balance, the latest five transactions made through the bank account,
and information on check clearance. Users of smartphones with a mobile banking app can
now utilize the service to pay their bills.
Detail view of facilities that can be availed through mobile banking.
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Both transactional and non-transactional/informational facilities can currently be availed
through mobile baking as listed below.
4.1.1 Transactional facilities (involving financial transactions affecting
bank accounts).
4.1.1.1 Fund transfer to another party/account
4.1.1.2 Fund transfer to deposits/portfolios/loans etc.
4.1.1.3 Payment towards online/offline purchases.
4.1.1.4 Recharge (prepaid phone/DTH/Broadband/DMRC etc.,)
4.1.1.5 Bill payment for utilities (post-paid telephone bills, electricity, gas, etc)
4.1.1.6 Tax Payment
4.1.1.7 Payment towards insurance premium
4.1.1.8 Transfer of funds to securities trading account
4.1.2 Non-transactional facilities (involving non-financial transactions
related to bank account)
4.1.2.1 Balance Enquiry
4.1.2.2 Mini-Statement (details of last three/five transactions) Cheque Status Enquiry
4.1.2.3 Stop Cheque Request
4.1.2.4 View presented bills
4.1.2.5 Block ATM/Debit card
4.1.2.6 Generate/change ATM/Debit card PIN
4.1.2.7 Credit card enquiry: - Last payment/balance available – Payment due date of
credit card etc. – Reward Points
4.1.2.8 Loan Account: - Amortization Schedule – Loan agreement copy –
Reschedulement letter – Income tax provisional/final certificate – Interest
certificate .
4.1.2.9 Demat/Securities: - Stock holding inquiry – Transaction status
4.1.2.10 Other Services : - Status of service requested – Locate ATM/Branch – Link
Aadhar Card.
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4.2 Non-transactional Banking:
The M-banking service was first introduced in the late 1990s by Paybox, a German
startup, in collaboration with Deutsche Bank. Initially, this service was employed in
European countries such as Spain, Sweden, Germany, the United Kingdom, and
Austria, and subsequently in poor countries such as Kenya in 2007. (Shaikh and
Karjaluoto, 2015). In India, ICICI bank was the first to offer a full-fledged mobile
banking service in 2008.
4.3Types of M-banking Services
M-banking allows clients to access personal banking services from a variety of banks
in a new way. It serves as an alternate channel for accessing personal banking services
and assists banks in significantly lowering the cost of providing these services. These
services are provided. There were 119 banks in India as of July 10, 2015. The RBI has
given them permission to provide m-banking services to its consumers. The expanding
The growing popularity of mobile banking has piqued the interest of various
stakeholders. Stakeholders interested in learning how different personal banking
customers see the service customers. Personal banking services are available in a
variety of forms. This new financial channel The personal banking services that are
available in most banks offer cash transfers (both transfers beyond the country) via m-
banking.
Positive and Negative Factors of Mobile Banking Technology
4.3.1 Positive Factors of Mobile Banking Technology
i. To control Fraud:
A very efficient technique to improve customer service could be to alert clients by
SMS at each and every transaction. This information is important in preventing fraud
because the account holder is always aware of transactions from his account. A bank
might employ mobile technology and SMS services to notify cardholders each time
they spend more than a specific amount on their cards.
ii. Reminder Facility:
Customers could be alerted of upcoming payments, such as loan repayment dates for
monthly instalments and the outstanding balance on their loan account, via mobile
banking. Customers may be notified that a bill has been given and that payment is due.
Customers can check their balance and authorize the required payment amounts over
the phone. Customers can also make a request for more information. They can
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automatically view deposits and withdrawals as they happen, as well as schedule
payments or cheques to be written
. iii. User Friendly:
Nature Mobile banking through a cell phone is simple to use. The user interface is also
quite straightforward. To complete the transaction, simply follow the instructions. It
also keeps track of any transactions that are made. Menu-driven service,
confidentiality, authentication, integrity, non-disputability, time savings, and user-
friendliness are all advantages of using mobile banking. There is no need to recall
complicated codes, such as those used in online banking. The data must be safeguarded
in such a way that any unwanted access is prevented. Only once the users identity has
been verified and authorized can access to data be provided. To avoid data
modification during transmission, encryption measures must be used.
4.3.2 Negative Factors of Mobile Banking
i. Lack of Security:
Mobile banking is safer than computer banking because mobile phones face fewer
dangers it occurs when a mobile banking user receives a fraudulent text message from
a hacker requesting bank account information. Mobile banking is insecure due to a few
factors. A cell phone is easily misplaced or stolen. Every user‟s greatest dread is this.
Even if the phone is turned off and locked, it can be compromised in the hands of
someone who knows what they are doing if it is not sufficiently protected.
ii. Need for compatibility:
In order to use Mobile Banking, you must have a smartphone. Not every phone
supports mobile banking. Some banks do not offer any kind of mobile banking service.
Other than that, we can only utilize popular smartphones, such as the Apple iPhone
and RIM Blackberry, Android-based phones, and so on. If you don‟t have a
smartphone, you won’t be able to use any of the mobile banking services.
iii. Rapid Cost:
It may appear that the cost of mobile banking is insignificant. However, it is still
necessary to pay data and text messaging expenses. Some financial institutions charge
an additional cost for mobile banking services. Furthermore, it is necessary to pay a
charge for software. These additional fees make using mobile banking services
prohibitively expensive
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4.4 Benefits of mobile banking:
1. The benefits of mobile banking to the poor:
The impoverished gain from having access to loans at low-interest rates. They are also
spared from huge lines at the bank, saving both time and energy. Individuals, in the
end, profit from specialized banking services. Above all, it benefits the poor and the
government by allowing them to keep track of their finances, which aids in economic
progress.
2. Cost-benefit:
Banks will have to invest a significant amount of money to build the infrastructure
and systems needed to ensure that mobile banking runs smoothly. Banks, on the other
hand, do not need to open physical branches in a variety of remote and far-flung
locales. This aids banks in reducing costs associated which setup, maintenance, and
personnel. This lowers the strain on banks, which can be passed on to clients in the
form of lower financial service fees. Cost savings can be achieved by encouraging
customers to use online banking, which is an important goal for financial service
providers and banks.
4.5 Time benefit:
Customers waste a significant amount of time commuting to bank locations or ATMs
to complete transactions. They had to wait in long lines for banking transactions as
well. People who travel vast distances for financial transactions will find it much more
challenging because the branches are only open for a limited time. Customers‟
mobility is reduced by the convenience of transacting from anywhere and at any time
with a mobile phone. As a result, the cost of travel is lowered. Mobile banking can
provide real-time access to financial services, regardless of distance or time
constraints.
3. Personalisation:
Personalisation is the alteration of a service to meet an individual’s needs or
requirements. Mobile banking offers the ability to provide services tailored to the
individual’s needs (e.g. time, location and the choice of the user). These services bring
the marketer closer to the customer, allowing them to provide personalised push
marketing and thus boost the chances of a sale. This contributes to increased brand
awareness and, as a result, increased client loyalty.
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4.6 Challenges:
It is true that mobile banking provides a number of benefits, including lower costs,
more time, and the ability to use financial services according to one’s convenience and
proximity to a bank. However, there are a number of obstacles that must be overcome
in order for mobile banking services to be implemented smoothly at the BOP.
1. System:
Customers find it difficult to use mobile banking on phones with small displays,
low quality, and an unresponsive keypad. This is especially true for Bop
consumers, who frequently use small mobile devices with restricted functionality,
making the mobile banking application software’s operation even more
challenging. Due to their limited features and applications, these phones also
constitute a severe security risk. The range of mobile phones available, each with
its own set of functions, makes it challenging for banks to give a one-size-fits-all
solution. Mobile phones support various programs ways, for example, some
support Java while others just support the WAP browser or SMS. Some poor
countries have struggled to implement the solutions because to interoperability,
which is primarily reliant on technology.
2. Security:
Financial transactions are conducted from a remote location, and data is
transported through a system that involves multiple parties, making it more
difficult and vulnerable to security threats. WAP is used to communicate between
various devices such as mobile phones, PDAs, and other similar devices. WAP
allows internet banking to become much more functional. The technique of
encryption is used to secure data that is communicated, however it is insufficient
for complete security of sensitive data transmitted over the phone. Mobile
devices‟ minimal processing power and memory capacity do not support the
intricate encryption scheme, thus increasing the secure Technology.
3. Infrastructure:
More than financial intermediation, banks must generate social intermediation for
mobile banking to succeed at the bottom of the pyramid. This frequently
necessitates the creation of local institutions to bridge the educational, income,
gender, and geographic divides [17]. The cost of developing such locally
customised systems rises due to the need for institutional setup for financial data
processing. This represents the numerous costs connected with loan application
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evaluation, processing, documentation completion, loan disbursement, repayment
collection, and non payment follow-up
4. Regulatory:
The regulatory environment is often rigid and prone to uncertainties in case of the
information technology. This acts as a barrier to create mobile banking solutions
and systems for the BOP. As per the guidelines people having a valid bank account
are only eligible to avail mobile banking services. This restricts the possibilities
of mobile banking to extend the financial services for the BOP and unbanked
customer.
4.7 Mysore city profile
Mysore, officially Mysuru, is a city in the southern part of the state of Karnataka,
India. Mysore city is geographically located between 12° 18′ 26″ north latitude and 76° 38′
59″ east longitude. It is located at an altitude of 770 m (2,530 ft) above mean sea level.
Mysore is situated at the foothills of Chamundi Hills about 145.2 km (90 mi) towards the
southwest of Bangalore and spread across an area of 155 km2 (60 sq mi). Mysore City
Corporation is responsible for the civic administration of the city, which is also the
headquarters of Mysore district and Mysore division.
It served as the capital city of the Kingdom of Mysore for nearly six centuries from 1399
until 1956. The Kingdom was ruled by the Wadiyar dynasty, with a brief period of
interregnum in the late 18th century when Hyder Ali and Tippu Sultan were in power. The
Wadiyars were patrons of art and culture. Tippu Sultan and Hyder Ali also contributed
significantly to the cultural and economic growth of the city and the state by planting
mulberry trees introducing silk in the region and fighting four wars against the British. The
cultural ambience and achievements of Mysore earned it the sobriquet of Cultural Capital
of Karnataka.
Mysore is noted for its heritage structures and palaces, including the Mysore Palace, and
for the festivities that take place during the Dasara festival when the city receives hundreds
of thousands of tourists from around the world. It lends its name to various art forms and
culture, such as Mysore Dasara, Mysore painting; the sweet dish Mysore Pak, Mysore
Masala Dosa; brands such as Mysore Sandal Soap, Mysore Paints and Varnish Limited;
and styles and cosmetics such as Mysore Peta (a traditional silk turban) and the Mysore
silk saris. Mysore is also known for betel leaves and own its special variety of jasmine
flower fondly referred as "Mysore Mallige". Tourism is the major industry alongside the
traditional industries. Mysore's inter-city public transportation includes rail, bus and air.
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4.8 Etymology
The name Mysore is an anglicised version of Mahishūru, which means the abode of
Mahisha in the vernacular Kannada. The common noun Mahisha, in Sanskrit, means
buffalo; in this context, however, Mahisha refers to Mahishasura, a mythical demon who
could assume the form of either a human or a buffalo, and who, according to Hindu
mythology, ruled the ancient parts of Mysore Kingdom, known in Sanskrit as Mahíšhaka,
centred at Mahishapura. He was killed by the goddess Chamundeshwari, whose temple is
situated atop the Chamundi Hills, after whom it is named. 'Mahishapura' later became
Mahisūru (aname which, even now, the royal family uses), and finally came to be
anglicised as Mysore by the British and Maisūru/Mysuru in the vernacular Kannada
language.
In December 2005, the Government of Karnataka announced its intention to change the
anglicised name of the city to Mysuru.This was approved by the Government of India in
October 2014, and Mysore was renamed, along with twelve other cities, on 1 November
2014.
4.9 History
The site where Mysore Palace now stands was occupied by a village named Puragere at the
beginning of the 16th century:The Mahishūru Fort was constructed in 1524 by Chamaraja
Wodeyar III (1513–1553): who passed on the dominion of Puragere to his son Chamaraja
Wodeyar IV (1572–1576). Since the 16th century, the name of Mahishūru has commonly
been used to denote the city: The Kingdom of Mysore, governed by the Wodeyar family,
initially served as a vassal state of the Vijayanagara Empire. With the decline of that empire
after the Battle of Talikota in 1565, the Mysore Kingdom gradually achieved independence,
and by the time of King Narasaraja Wodeyar (1637), it had become a sovereign
state: Seringapatam, near Mysore, the present-day Srirangapatna, was the capital of the
kingdom beginning in 1610: 257 The 17th century saw a steady expansion of its territory
and, under Narasaraja Wodeyar I and Chikka Devaraja Wodeyar, the kingdom annexed
large areas of what is now southern Karnataka and parts of Tamil Nadu, to become a
powerful state in the southern Deccan.
The kingdom reached the height of its military power and dominion in the latter half of the
18th century, under the de facto rulers Hyder Ali and his son Tipu Sultan. The latter
demolished parts of Mysore to remove legacies of the Wodeyar dynasty: During this time,
the kingdom of Mysore came into conflict with the Marathas, the British, and the Nizam
of Hyderabad, leading to the four Anglo-Mysore wars, success in the first two of which
was followed by defeat in the third and fourth. After Tipu Sultan's death in the Fourth
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Anglo Mysore War in 1799, the capital of the kingdom was moved back to Mysore from
Seringapatam: and the kingdom was distributed by the British to their allies of the Fourth
Anglo-Mysore War. Part of the kingdom was annexed into the Madras Presidency,
another to the Nizam of Hyderabad. The landlocked interior of the defeated kingdom of
Mysore was turned into a princely state under the suzerainty of the British Crown with
the five- year-old Wodeyar Krishnaraja III as titular ruler and with Purnaiah, who had
served under Tipu, as chief minister or Diwan and Lt. Col. Barry Close as Resident. The
British took control of Mysore's foreign policy and insisted on an annual tribute for
maintaining a standing British army at Mysore. Purnaiah is credited with improving
Mysore's public works. In 1831, claiming there was maladministration, the British took
direct control of the princely state. For the next fifty years, the kingdom of Mysore was
under the direct rule of British Commissioners and in 1831 the city of Mysore lost its
status as the administrative centre, when the British Commissioner moved the capital to
Bangalore.
In 1876–77, towards the end of the period of direct British rule, Mysore suffered from the
Great Famine of 1876–1878, in which nearly a fifth of the population died. In 1881,
Maharaja Chamaraja Wadiyar X was given control of Mysore, in a process called rendition,
but with a resident British officer and a diwan to handle the Maharaja's administration and
the city of Mysore regained its status as the capital. The Mysore municipality was
established in 1888 and the city was divided into eight wards. In 1897 an outbreak of
bubonic plague killed nearly half of the population of the city. With the establishment of
the City Improvement Trust Board (CITB) in 1903, Mysore became one of the first cities
in Asia to undertake planned urban development. Public demonstrations and meetings were
held there during the Quit India movement and other phases of the Indian independence
movement.
Until the independence of British India (which did not include Mysore) in 1947, Mysore
remained a Princely State within the British Indian Empire, with the Wodeyars continuing
their rule. After Indian Independence, Mysore city remained as part of the Mysore State,
now known as Karnataka. Jayachamarajendra Wodeyar, then king of Mysore, was allowed
to retain his titles and was nominated as the Rajapramukh (appointed governor) of the state.
He died in September 1974 and was cremated in Mysore. Over the years, Mysore became
well known as a centre for tourism; the city remained largely peaceful, except for
occasional riots related to the Kaveri River Water Dispute. Among the events that took
place in Mysore and made national headlines were a fire at a television studio that claimed
62 lives in 1989, and the sudden deaths of many animals at the Mysore Zoo.
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4.10 Administration and utilities
The civic administration of the city is managed by the Mysore City Corporation, which
was established as a municipality in 1888 and converted into a corporation in 1977.
Overseeing engineering works, health, sanitation, water supply, administration and
taxation, the corporation is headed by a mayor, who is assisted by commissioners and
council members. The city is divided into 65 wards and the council members (also known
as corporators) are elected by the citizens of Mysore every five years. The council
members, in turn, elect the mayor. The annual budget of the corporation for the year 2011–
2012 was ₹4.27 billion (equivalent to ₹7.5 billion or US$94 million in 2020). Among 63
cities covered under the Jawaharlal Nehru National Urban Renewal Mission, Mysore City
Corporation was adjudged the second-best city municipal corporation and was given the
"Nagara Ratna" award in 2011. Urban growth and expansion are managed by the Mysore
Urban Development Authority (MUDA), which is headed by a commissioner. Its activities
include developing new layouts and roads, town planning and land acquisition. One of the
major projects undertaken by MUDA is the creation of an Outer Ring Road to ease traffic
congestion. Citizens of Mysore have criticised MUDA for its inability to prevent land
mafias and ensure lawful distribution of housing lands among city residents. The
Chamundeshwari Electricity Supply Corporation is responsible for electric supply to the
city.
Drinking water for Mysore is sourced from the Kaveri and Kabini rivers. The city got its
first piped water supply when the Belagola project was commissioned in 1896. As of 2011,
Mysore gets 193,000 cubic metres (42.5 million imperial gallons) of water per day. Mysore
sometimes faces water crises, mainly during the summer months (March–June) and in
years of low rainfall. The city has had an underground drainage system since 1904. The
entire sewage from the city drains into four valleys: Kesare, Malalavadi, Dalavai and
Belavatha. In an exercise carried out by the Urban Development Ministry under the
national urban sanitation policy, Mysore was rated the second cleanest city in India in 2010
and the cleanest in Karnataka.
The citizens of Mysore elect five representatives to the Legislative assembly of Karnataka
through the constituencies of Chamaraja, Krishnaraja, Narasimharaja, Hunsur and
Chamundeshwari. Mysore city, being part of the larger Mysore Lok Sabha constituency,
also elects one member to the Lok Sabha, the lower house of the Indian Parliament. The
politics in the city is dominated by three political parties: the Indian National Congress
(INC), the Bharatiya Janata Party (BJP), and the Janata Dal (Secular) (JDS).
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4.11 Geography
Mysore is located at 12.30°N 74.65°E and has an average altitude of 770 metres (2,526
ft).[38] It is spread across an area of 286.42 km2 (111 sq mi) at the base of the Chamundi
Hills in the southern region of Karnataka. Mysore is the southernmost city of Karnataka
and is a neighbouring city of the states of Kerala and Tamil Nadu in the south, flanked by
the state cities Mercara, Chamarajanagara, and Mandya. People in and around Mysore
extensively use Kannada as a medium of language.
Mysore has several lakes, such as the Kukkarahalli, the Karanji, and the Lingambudhi
lakes. Mysore has The Biggest 'Walk-Through Aviary' called Karanji Lake in India. In
2001, total land area usage in Mysore city was 39.9% residential, 16.1% roads, 13.74%
parks and open spaces, 13.48% industrial, 8.96% public property, 3.02% commercial,
2.27% agriculture and 2.02 water. The city is located between two rivers: the Kaveri River
that flows through the north of the city and the Kabini River, a tributary of the Kaveri, that
lies to the south.
4.12 Demographics
As of 2011, Mysore city had an estimated population of 920,550 consisting of 461,042
males and 459,508 females, making it the third most populous city in KarnatakaMysore
urban agglomeration is the second largest urban agglomeration in the state and is home to
1,060,120 people, consisting of 497,132 males and 493,762 females. According to 2011
census, Mysore was the largest non-metropolitan city in India and had the highest basic
infrastructure index of 2.846. Mysore is estimated to have crossed 1 million in 2017 making
it a Metropolis. The gender ratio of the city is 1000 females to every 1000 males and the
population density is 6,910.5 per square kilometre (17,898/sq mi). According to the census
of 2001, 73.65% of the city population are Hindus, 21.92% are Muslims, 2.71% are
Christians, 1.13% are Jains and the remainder belong to other religions. The population
exceeded 100,000 in the census of 1931 and grew by 20.5 per cent in the decade 1991–
2001. As of 2011, the literacy rate of the city is 86.84 per cent, which is higher than the
state's average of 75.6 per cent. Kannada is the most widely spoken language in the city.
Approximately 19% of the population live below the poverty line, and 9% live in slums.
According to the 2001 census, 35.75% of the population in the urban areas of Karnataka
are workers, but only 33.3% of the population of Mysore are. Members of Scheduled castes
and scheduled tribes constitute 15.1% of the population. According to the National Crime
Records Bureau ofIndia, the number of cognisable crime incidents reported in Mysore
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during 2010 was 3,407 (second in the state, after Bangalore's 32,188), increasing from
3,183 incidents reported in 2009.
The residents of the city are known as Mysoreans in English and Mysoorinavaru in
Kannada. The dispute between Karnataka and Tamil Nadu over the sharing of Kaveri River
water often leads to minor altercations and demonstrations in the city. Growth in the
information technology industry in Mysore has led to a change in the city's demographic
profile; likely strains on the infrastructure and haphazard growth of the city resulting from
the demographic change have been a cause of concern for some of its citizens.
4.13 Economy
Tourism and IT are the major industries in Mysore. The city attracted about 3.15 million
tourists in 2010. Mysore has traditionally been home to industries such as weaving,
sandalwood carving, bronze work and the production of lime and salt. It has many big IT
companies like Infosys and Wipro. The planned industrial growth of the city and the state
was first envisaged at the Mysore economic conference in 1911. This led to the
establishment of industries such as the Mysore Sandalwood Oil Factory in 1917 and the
Sri Krishnarajendra Mills in 1920. Mysore has emerged as an industrial hub in Karnataka
next to Bangalore. Mysore is part of the Bidar-Mysore Industrial Corridor. Major drivers
of the economy are tourism, finance, manufacturing and industry which includes
chemicals, petrochemicals, machinery, automobile, engineering, textiles and food
processing sectors. A new industrial corridor plan is underway between Mysore and
Bangalore. For the industrial development of the city, the Karnataka Industrial Areas
Development Board (KIADB) has established four industrial areas in and around Mysore,
in the Belagola, Belawadi, Hebbal and Hootagalli areas. One of the major industrial areas
near Mysore is Nanjangud which will be a satellite town to Mysore. Nanjangud industrial
area hosts a number of industries like AT&S India Pvt Ltd, Nestle India ltd, Reid and
Taylor, Jubiliant, TVS, and Asian Paints. Nanjangud Industrial area also boasts being 2nd
highest VAT / Sales Taxpayer which is more than ₹4 billion (US$50 million) after Peenya
which is in state capital Bangalore. JK Tyre has its manufacturing facility in Mysore. The
city has emerged as a hub of automobile industries in Karnataka. The major software
companies in Mysore are Infosys, ArisGlobal, Larsen & Toubro Infotech, Excelsoft
Technologies and Triveni Engineering. The growth of the information technology industry
in the first decade of the 21st century has resulted in the city emerging as the second largest
software exporter in Karnataka (as of), next to Bangalore. Mysore also has many shopping
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malls, including the Mall of Mysore which is one of the largest malls in India and
Karnataka. Retail is also a major part of the economy in Mysore.
Mysore also hosts many central government organizations like CFTRI, DFRL, CIPET,
BEML, RMP (Rare Material Project), RBI Note printing Press and RBI Paper Printing
Press.
4.14 Industrial profile
Large Scale Industries / Public Sector undertakings
Some of the major industries located near Mysore city are:
4.14.1 Vikrant Tyres Ltd. - Manufacturer of tyres
4.14.2 Automotive Axles Ltd. - Manufacturer of axles
4.14.3 Bharat Earth Movers Ltd. (BEML) - Manufacturer of heavy machinery
4.14.4 Karnataka Silk Industries Corporation (KSIC) - Manufacturer of silk garments
4.14.5 TVS Ltd. - Manufacturer of motor vehicles and parts (Near Nanjangud, Mysore Taluk)
4.14.6 Larsen and Turbos Limited (Manufacturer of medical equipment’s and electronic meters)
Some of the major industries located in Nanjangud are:
4.14.7 Dunford Fabrics (Closed)
4.14.8 VKC Sandals (India) Private Limited
4.14.9 Nestle India Ltd
4.14.10 Ray Hans Technologies
4.14.11 AT&S India Pvt Ltd.
4.14.12 TVS Motor Company
4.14.13 Bannari Amman Sugars Ltd
4.14.14 South India Paper Mills
4.14.15 Indus Fila
4.14.16 S Kumar’s Now --> Reid & Taylor
4.14.17 Raman Boards
4.14.18 Jubilant Life sciences limited
4.14.19 Brakes (India)
4.14.20 Bacardi RUM, Gemini Distilleries Pvt Ltd
4.14.21 Zenith Textiles
4.14.22 Kottakal Arya Vaidyasala
4.14.23 Supreme Pharmaceuticals Mysore Pvt Ltd.,
4.14.24 ITC (Tobacco Processing)

4.14.25 United Breweries (Upcoming)
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CHAPTER-5
DATA ANALYSIS & INTERPRETATION
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5.1 AGE(YEARS)
The analysis of age group of the selected respondents in the present

study is shown in the following table:
Table No. 5.1: Age(Years)
Particulars Frequency Percentage(%)
15-30 76 76%
30-45 16 16%
45-60 8 8%
Above 60 0 0%
Total 100 100
Source: Survey data
The data presented in the table no. 5.1 is pictorially represented in the
figure no 5.1
From the data, it can be interpreted that majority of respondents that is 76% belong to 15-
30 years where as 16 % are of 30-45 years. Thus can be concluded that the majority of
respondents belong to 15-30 years of age.
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5.2 GENDER
The analysis of gender of the selected respondents in the present

Table No.5.2: Gender
Male 47 47%
Female 53 53%
TOTAL 100 100
Source: survey data
The data presented in the table No.5.2 is pictorially represented in

the figure No.5.2.
From the data, it can be interpreted that majority of respondents are Female i.e. 53%, and
Male 47% Thus it can be concluded that the percentage of females is greater than males in
this project.
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5.3 MARITAL STATUS
The analysis of marital status of the selected respondents in the

present study is shown in the following table:
Table No.5.3: Martial status

Married 28 28%
unmarried 72 72%
Total 100 100
Source: Survey data

the figure No.5.3.
From the data, it can be interpreted that majority of the respondents are unmarried i.e. 72%
and married 28%. Thus it can be concluded that percentage of unmarried is greater than
married.
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5.4 EDUCATION QUALIFICATION
The analysis of Education qualification of the selected respondents

in the present study is shown in the following table:
Table No.5.4: Education qualification
particulars Frequency Percentage(%)
Illiterate 6 6%
High school 10 10%
Intermediate 12 12%
Degree 21 21%
Master degree 51 51%
Total 100 100
Source: Survey data

the figure No.5.4.
From the data, it can be interpreted that majority of respondent’s that is 51% are related to
master degrees, whereas 21% are degrees and 12% are intermediate. Thus it concluded that
the majority of respondents are master degree and degree students.
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5.5 OCCUPATION
The analysis of Occupation of the selected respondents in the

Table No.5.5: Occupation
Students 57 57%
Employee 19 19%
Business man 13 13%
House wife 11 11%
total 100 100
Source: Survey data

the figure No.5.5.
From the data, it can be interpreted that majority of respondents are students and in jobs
i.e. 57% and 19% respectively. Whereas business man and housewife are 13% and 11%
respectively. Thus we can conclude that majority of respondents are students.
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5.6 MONTHLY INCOME
The analysis of monthly income of the selected respondents in the

Table No.5.6: Monthly income
Upto 10,000 46 46%
10,000-20,000 22 22%
20,000-30,000 20 20%
Above 30,000 12 12%
Total 100 100
Source: Survey data

the figure No.5.6.
From the data, it can be interpreted that most of the respondents have their monthly income
upto 10,000 i.e.46% and 22% in 10,000-20,000 and other 20,000-30,000 and above 30,000
are 20% and 12% respectively.so we can conclude that the majority of the customers earns
their monthly upto 10,000.
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5.7 BANK
The analysis of a bank of the selected respondents in the present

Table No.5.7: Bank
ICICI 6 6%
SBI 45 45%
HDFC 13 13%
Union bank 18 18%
OTHERS 18 18%
TOTAL 100 100
Source: Survey data

the figure No.5.7.
From the data, it can be interpreted that most of the respondents have their accounts in SBI
and Union bank i.e. 45% and 18% and the others in HDFC and ICIC i.e. 13% and 6%
respectively. So we can conclude that majority of the respondents have accounted in SBI.
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5.8 TYPE OF ACCOUNT
The analysis of an account of the selected respondents in the

Table No.5.8: Type of account
Current 15 15%
Savings 80 80%
Fixed 5 5%
Total 100 100
Source: Survey data

the figure No.5.8.
From the data, it can be interpreted that the majority of respondents have savings accounts
and current accounts i.e. 80% and 15%. So we can conclude that majority of the
respondents have a savings account.
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5.9 STATUS OF USAGE
The analysis of usage of the selected respondents in the present

Table No.5.9: status of usage

Less than 1 year 16 16%
1-5 years 38 38%
5-10 years 35 35%
More than 10 years 11 11%
Total 100 100
Source: Survey data

the figure No.5.9.
From the data, it can be interpreted that most of the people uses mobile banking from last
1-5 years and 5-10 years i.e. 38% and 35% .and 11 respondents uses mobile banking
from more than 10 years.
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5.10 DEVICES USED
The analysis of devices of the selected respondents in the present

Table No. 5.10: Devices used

Smartphone 78 78%
Tablet 14 14%
Laptop 12 12%
Total 100 100
Source: Survey data

the figure No.5.10.
From the data, it can be interpreted that many respondents using the devices that are
smartphones and tablet i.e. 78.4% and 13.7%. So we can conclude that majority of
respondents use smartphone to the banking services.
Page | 46
5.11 KNOWING
The analysis of knowing the selected respondents in the present

Table No. 5.11: Knowing

Internet 37 37%
Friend 20 20%
Bank itself 36 36%
Newspaper 7 7%
Total 100 100
Source: Survey data

the figure No.5.11.
From the data, it can be interpreted that many respondents know about mobile banking
through internet and bank itself i.e. 37.4%and 35.4%.so we can conclude that majority of
respondents know about mobile banking through internet.
Page | 47
5.12 PURPOSE OF USING
The analysis of the selected respondents on purpose of using in the

Table No. 5.12: purpose of using

To get account balance update 11 11%
To transfer money 33 33%
To pay utility bill 14 14%
All of the above 42 42%
Total 100 100
Source: Survey data

the figure No.5.12.
From the data, it can be interpreted that most of the people use mobile banking for the
purpose of all of the above i.e. To get account balance update, To transfer money, and To
pay utility bills i.e. in 42%,11%,33% and 14%.so we can conclude that majority of
respondents use m-banking for all of the above purpose.
Page | 48
5.13 TIME SAVING THAN CONVENTIONAL BANKING
The analysis of age group of the selected respondents in the present

Table No. 5.13: Time saving than conventional banking
Strongly agree 31 31%
Agree 42 42%
Neutral 14 14%
Disagree 10 10%
Strongly disagree 3 3%
total 100 100
Source: Survey data

the figure No.5.13.
From the data, it can be interpreted that most of the people i.e. 43.4% agreed and 29
respondents strongly agrees that mobile banking is more time-saving than conventional
banking.
Page | 49
5.14 COST SAVING THAN CONVENTIONAL BANKING
The analysis of cost saving than conventional banking of the

selected respondents in the present study is shown in the following
table:
Table No. 5.14: cost saving than conventional banking

Agree 40 40%
Neutral 16 16%
Disagree 6 6%
Total 100 100
Source: Survey data

the figure No.5.14.
From the data, it can be interpreted that mobile banking is more cost savings than
conventional banking. Most of the respondents have agreed i.e. 40% , So we can conclude
mobile banking is cost saving.
Page | 50
5.15 USEFULNESS DURING EMERGENCY
The analysis of usefulness during emergency of the selected

respondents in the present study is shown in the following table:
Table No. 5.15: Usefulness during emergency
Yes 94 94%
No 6 6%
Total 100 100
Source: Survey data

the figure No.5.15.
From the data, it can be interpreted that majority of them have responded that is 94% mobile
banking services is useful during emergency. Hence we can conclude that mobile banking
is useful during emergency.
Page | 51
5.16 USER FRIENDLY
The analysis is about user friendly of the selected respondents in the

Table No. 5.16: User friendly

Yes 83 83%
No 17 17%
Total 100 100
Source: Survey data

the figure No.5.16.
From the data, it can be interpreted that most of the respondents that is 83% have agreed
that mobile banking is user friendly. Thus we can say that mobile banking is user friendly.
Page | 52
5.17 TYPE OF BANKING PREFERRED
The analysis of banking preferred for the selected respondents in

the present study is shown in the following table:
Table No. 5.17: Type of banking preferred
Mobile banking 79 79%
Visiting bank 21 21%
Total 100 100
Source: Survey data

the figure No.5.17.
From the data, it can be interpreted that most of the respondents that is 79% preferred
mobile banking. So we can conclude that customers prefer mobile banking.
Page | 53
5.18 BASED ON THEIR EXPECTATION.
The analysis of expectation of the selected respondents in the

Table No. 5.18: Based on their expectation

Yes 59 59%
No 6 6%
Maybe 35 35%
Total 100 100
Source: Survey data

the figure No.5.18.
From the data, it can be interpreted that mobile banking has fulfilled customers expectation
i.e. 59%. So, we can conclude that mobile banking has fulfilled customer’s expectation.
Page | 54
5.19 TANGIBLE THAN CONVENTIONAL BANKING.
The analysis of tangible than conventional banking of the selected

Table No. 5.19: Tangible than conventional banking

Agree 52 52%
Neutral 18 18%
Disagree 9 9%
Total 100 100
Source: Survey data

the figure No.5.19.
From the data, it can be interpreted that the mobile banking is tangible than conventional
banking. Most of the respondents have agreed i.e. 52% , So we can conclude mobile
banking is tangible.
Page | 55
5.20 SECURE THAN CONVENTIONAL BANKING.
The analysis of security of the selected respondents in the present

Table No. 5.20: Secure than conventional banking
Particulars Frequency Percentage (%)
Agree 32 32%
Neutral 35 35%
Disagree 11 11%
Total 100 100
Source: Survey data
The data presented in the table No. 5.20 is pictorially represented in

the figure No. 5.20.
From the data, it can be interpreted that the mobile banking is secure than conventional
banking. Most of the respondents have neutral i.e. 35% of respondents accepted , So we
can conclude mobile banking is secure.
Page | 56
5.21 AVAILABILITY OF THE NETWORK ,SYSTEM ETC.,
The analysis of availability of the selected respondents in the

Table No. 5.21: AVAILABILITY OF THE NETWORK ,SYSTEM ETC.,

Highly satisfied 20 20%
Satisfied 40 40%
Neutral 29 29%
Dissatisfied 7 7%
Highly dissatisfied 4 4%
Total 100 100
Source: Survey data

the figure No.5.21.
From the data, it can be interpreted that the mobile banking is available than conventional
banking. Most of the respondents have Satisfied with the network, system etc., i.e. 52% ,
So we can conclude availability mobile banking service is Satisfied .
Page | 57
5.22 BETTER PROBLEM HANDLING CAPABILITY
The analysis of better Problem Handling capability of the selected

Table No. 5.22: Better Problem Handling capability


Agree 33 33%
Neutral 23 23%
Disagree 18 18%
Total 100 100
Source: Survey data

the figure No.5.22.
From the data, it can be interpreted that the mobile banking is better Problem Handling
capability than conventional banking. Most of the respondents have agreed and neutral i.e.
33% and 23%, So we can conclude mobile banking is better Problem Handling capability.
Page | 58
5.23 MORE CONVENIENT
The analysis of make more convenient of the selected respondents

Table No. 5.23: more convenient
Very 36 36%
Somewhat 44 44%
Not at all 13 13%
Not secure 7 7%
Total 100 100
Source: Survey data

the figure No.5.23.
From the data, it can be interpreted that the mobile banking would make banking more
convenient. Most of the respondents have agreed that somewhat and very convenient i.e.
44% and 36% , So we can conclude mobile banking is more convenient.
Page | 59
5.24 FACTORS PROMOTES TO USE THE NEW TECHNIQUES
The analysis of factors promotes to use the new techniques of the

table:
Table No. 5.24: factors promotes to use the new techniques
Particular Frequency Percentage (%)
Reduced time of transaction 35 35%
Cost effective 36 36%
Ease of use 41 41%
Technology of survey 18 18%
Total 100 100
Source: Survey data

the figure No.5.24.
From the data, it can be interpreted that the new techniques in banking is used for the factors
to reduce time of transactions, to cost effectiveness, to ease of use, to technology of survey.
Most of the respondents have accepted for to ease of use and to cost effectiveness i.e. 41%
and 36% , So we can conclude that the new techniques in banking is promotes to use.
Page | 60
5.25 REASON FOR NOT USING MOBILE BANKING SERVICES
Following are the statements about “Reason for not using mobile
banking services”
1=Strongly agree
2=Agree
3=Neutral
4=Disagree
5=Strongly disagree
Sl. Statements 1 2 3 4 5
No.
1 My phone doesn’t support it - - - - -
2 Transnational risk - - - - -
3 Prefer via other means like internet banking - - - - -
4 Complicated user interface - - - - -
5 Takes more time - - - - -
5.25.1 PHONE DOESN'T SUPPORT IT
The analysis of phone doesn't support it of the selected respondents

Table No. 5.25.1: phone doesn't support it


Agree 22 22%
Neutral 10 10%
Disagree 10 10%
Total 100 100
Source: Survey data
Page | 61
The data presented in the table No.5.25.1 is pictorially represented
in the figure No.5.25.1
From the data, it can be interpreted that phone doesn't support it. Most of the respondents have
strongly agreed i.e. 52% , So we can conclude that reason is strongly agreed.
Page | 62
5.25.2 TRANSNATIONAL RISK
The analysis of Transnational risk of the selected respondents in

Table No. 5.25.2: Transnational risk


Agree 27 27%
Neutral 21 21%
Disagree 11 11%
Total 100 100
Source: Survey data

in the figure No.5.25.2.
Transnational risk
Strongly agree Agree Neutral Disagree Strongly disagree
33
27
21
11
8
From the data, it can be interpreted that Transnational risk. Most of the respondents have strongly
agreed and agreed i.e. 33% and 27% of respondents accepted , So we can conclude reason is
strongly agreed.
Page | 63
5.25.3 PREFER VIA OTHER MEANS LIKE INTERNET BANKING
The analysis of Prefer via other means like internet banking of the
table:
Table No. 5.25.3:

Prefer via other means like internet banking

Agree 25 25%
Neutral 19 19%
Disagree 12 12%
Total 100 100
Source: Survey data
From the data, it can be interpreted that the Prefer via other means like internet banking.
Most of the respondents have strongly agreed and agreed i.e. 35% and 25% of respondents
accepted , So we can conclude that reason is strongly agreed.
Page | 64
5.25.4 COMPLICATED USER INTERFACE
The analysis of Complicated user interface of the selected

Table No. 5.25.4: Complicated user interface


Agree 23 23%
Neutral 22 22%
Disagree 15 15%
Total 100 100
Source: Survey data

From the data, it can be interpreted that the Complicated user interface. Most of the
respondents have strongly agreed and agreed i.e. 29% and 23% of respondents accepted ,
So we can conclude that reason is strongly agreed.
Page | 65
5.25.5 TAKES MORE TIME
The analysis of takes more time of the selected respondents in the

Table No. 5.25.5: Takes more time


Agree 22 22%
Neutral 21 21%
Disagree 11 11%
Total 100 100
Source: Survey data

From the data, it can be interpreted that takes more time. Most of the respondents have
strongly agreed and agreed i.e. 38% and 22% of respondents accepted , So we can conclude
that reason is strongly agreed.
Page | 66
5.26 Following are the statements about “PERCEPTION ANALYSIS”
5.26.1 SAVES TIME
The analysis of saves time of the selected respondents in the present

Table No. 5.26.1: saves time


Agree 36 36%
Neutral 7 7%
Disagree 6 6%
Total 100 100
Source: Survey data

From the data, it can be interpreted that saves time. Most of the respondents have strongly
agreed and agreed i.e. 47% and 36% of respondents accepted , So we can conclude that
mobile banking saves time.
Page | 67
5.26.2 CAN CARRY OUT OPERATIONS EASILY
The analysis of operations can carry out easily of the selected

Table No. 5.26.2: can carry out operations easily


Agree 29 29%
Neutral 12 12%
Disagree 9 9%
Total 100 100
Source: Survey data

From the data, it can be interpreted that can carry out operations easily. Most of the
So we can conclude that mobile banking can carry out operations easily.
Page | 68
5.26.3 HAPPY WITH THE USER INTERFACE
The analysis of happy with the user interface of the selected

Table No. 5.26.2: Happy with the user interface


Agree 29 29%
Neutral 20 20%
Disagree 8 8%
Total 100 100
Source: Survey data

From the data, it can be interpreted that feels happy with the user interface. Most of the
So we can conclude that mobile banking feels happy with the user interface.
Page | 69
5.26.4 TRUST ON NETWORK CONNECTIVITY WHILE DOING THE
TRANSACTION
The analysis of trust on network connectivity while doing the

transaction of the selected respondents in the present study is
shown in the following table:
Table No. 5.26.4: Trust on network connectivity while doing the transaction
Agree 26 26%
Neutral 21 21%
Disagree 14 14%
Total 100 100
Source: Survey data

From the data, it can be interpreted that the Trust on network connectivity while doing the
transaction. Most of the respondents have strongly agreed and agreed i.e. 30% and 26% of
respondents accepted , So we can conclude that can trust on network connectivity while
doing the transaction using mobile banking.
Page | 70
5.26.5 COST SAVING AS COMPARED TO VISITING BANKS
The analysis of cost saving as compared to visiting banks of the

table:
Table No. 5.26.5: cost saving as compared to visiting banks


Agree 35 35%
Neutral 34 34%
Disagree 3 3%
Total 100 100
Source: Survey data

From the data, it can be interpreted that saves time. Most of the respondents have agreed
and neutrally agreed i.e. 35% and 34% of respondents accepted , So we can conclude that
mobile banking is cost saving as compared to visiting banks.
Page | 71
5.26.6 AVAILABILITY OF 24*7
The analysis of 24*7 availability of the selected respondents in the

Table No. 5.26.6: 24*7 availability


Agree 41 41%
Neutral 15 15%
Disagree 8 8%
Total 100 100
Source: Survey data

and strongly agreed i.e. 41% and 28% of respondents accepted , So we can conclude that
mobile banking is available for 24*7.
Page | 72
5.26.7 SATISFIED WITH THE LEVEL OF DATA AND INFORMATION
SECURITY
The analysis of satisfaction level of data and information security of

the selected respondents in the present study is shown in the
following table:
Table No. 5.26.7: satisfaction level of data and information security

Agree 32 32%
Neutral 25 25%
Disagree 8 8%
Total 100 100
Source: Survey data

From the data, it can be interpreted that can carry out operations easily. Most of the
respondents have strongly agreed and agreed i.e. 28% and 32% of respondents accepted,
So we can conclude that respondents are Satisfied with the level of data and information
security.
Page | 73
5.26.8 COMFORTABLE OF USING NEW TECHNOLOGIES
The analysis of comfortable by using new technologies of the

table:
Table No.5.26.8: comfortable by using new technologies


Agree 28 28%
Neutral 22 22%
Disagree 13 13%
Total 100 100
Source: Survey data

comfortable by using new technologies

28
22 20
17
13
From the data, it can be interpreted that comfortable of using new technologies. Most of
the respondents have strongly agreed and agreed i.e. 24% and 37% of respondents accepted
, So we can conclude that comfortable of using new technologies like mobile banking.
Page | 74
5.26.9 COMPLETELY AWARE OF ALL
The analysis of completely aware of all of the selected respondents

Table No. 5.26.9: completely aware of all


Agree 35 35%
Neutral 28 28%
Disagree 8 8%
Total 100 100
Source: Survey data
and neutrally agreed i.e. 35% and 28% of respondents accepted , So we can conclude that
completely aware of all the mobile banking services.
Page | 75
5.26.10 PROBLEMS IN UNDERSTANDING THE LANGUAGE USED
The analysis of problems in understanding the language used of the

table:
Table No. 5.26.10: problems in understanding the language used


Agree 28 28%
Neutral 22 22%
Disagree 13 13%
Total 100 100
Source: Survey data

and neutrally agreed i.e. 28% and 22% , So we can conclude that there is problems in
understanding the language used in mobile banking.
Page | 76
5.27 WOULD THEY FEEL ONLY MEANT FOR WEALTHY PEOPLE
The analysis of only meant for wealthy people of the selected

Table No. 5.27: only meant for wealthy people
Agree 34 34%
Neutral 32 32%
Disagree 13 13%
Total 100 100
Source: Survey data
The data presented in the table No. 5.27is pictorially represented

in the figure No. 5.27.
From the data, it can be interpreted that the mobile banking services are meant for wealthy
people. Most of the respondents have agreed and neutrally accepted i.e. 34% and 32% , So
we can conclude mobile banking services are meant for wealthy people.
Page | 77
5.28 RISKY TO SHARE PRIVATE AND SENSITIVE INFORMATION
The analysis of risky to share private and sensitive information of

following table:
Table No. 5.28: risky to share private and sensitive information
Agree 30 30%
Neutral 32 32%
Disagree 11 11%
Total 100 100
Source: Survey data

the figure No.5.28.
From the data, it can be interpreted that it find risky to share private and sensitive
information with the bank. Most of the respondents have neutrally agreed and agreed i.e.
32% and 30%, So we can conclude mobile banking is risky to share my private and
sensitive information.
Page | 78
5.29 POSSIBILITIES OF IDENTITY THEFT, FRAUD OR HACKING
The analysis of the possibilities of identity theft, fraud or hacking of

following table:
Table No.5.29: possibilities of identity theft, fraud or hacking
Particular Frequency Percentage(%)
Agree 21 21%
Neutral 21 21%
Disagree 27 27%
Total 100 100
Source: Survey data

the figure No.5.29.
From the data, it can be interpreted that possibilities of identity theft, fraud or hacking.
Most of the respondents have disagreed and neutral i.e. 27% and 21%, So we can conclude
the respondents are disagreed this statement i.e. there is no possibilities of identity theft,
fraud or hacking.
Page | 79
5.30 OVERALL SATISFACTION
The analysis of overall satisfaction of the selected respondents in

Table No. 5.30: overall satisfaction
Particular Frequency Percentage(%)
Agree 50 50%
Neutral 19 19%
Disagree 8 8%
Total 100 100
Source: Survey data

the figure No.5.30.
From the data, it can be interpreted that the overall satisfaction. Most of the respondents
have Satisfied and highly Satisfied i.e. 50% and 16%, So we can conclude respondents are
overall satisfied.
Page | 80
CHAPTER-6
SUMMARY OF FINDINGS,
SUGGESTIONS &
CONCLUSION
Page | 81
FINDINGS:
The findings of this study are:
• Majority of respondents that is 76% belong to 15-30 years where as 16 % are of 30-45
years.
• It is found that most of respondents are Female i.e. 53%, and Male 47% .
• It is found that majority of the respondents are unmarried i.e. 72% and married 28%.
• Majority of respondents i.e., 51% are related to master’s degrees, whereas 21% are
degrees and 12% are intermediate.
• It is found that most of respondents are students and in jobs i.e. 57% and 19%
respectively. Whereas business man and housewife are 13% and 11% respectively.
• It is found that majority of the respondents are earning upto 10000 i.e. 46% and 10000-
20000 i.e.22%.
• Most of the respondents have their accounts in SBI and union bank i.e. 45% and 18%
and the others in HDFC and ICIC i.e. 13% and 6% respectively.
• Majority of respondents have savings accounts and current accounts i.e., 80% and 15%.
• It is found that majority of the respondents are using mobile banking last from 1-5 years
and 5-10 years i.e. 38% and 35%.
• Many respondents using the devices that are smartphones and tablet i.e., 78% and 14%.
• It is found that majority of the respondents are knowing about mobile banking from
internet and bank itself i.e. 37% and 35%.
• It is found that majority of the respondents are using for the purpose of all of the above
that is to get account balance update, to transfer money, to pay utility bill, i.e. 42%.
• Most of the respondents i.e. 42% agreed that mobile banking is more timesaving than
conventional banking.
• Majority of respondents says that mobile banking is more cost savings than conventional
banking. Most of the respondents have agreed i.e. 40%.
• Majority of respondents have responded that is 94%, mobile banking services is useful
during emergency.
• Most of the respondents that is 79% preferred mobile banking, So we can conclude that
customers prefer mobile banking.
• Most of the respondents that is 83% have agreed that mobile banking is user friendly.
• It is found that mobile banking has fulfilled 59% of customers expectation.
Page | 82
• It is found that majority of the respondents are agreed that mobile banking is tangible i.e.
52%.
• It is found that majority of the respondents are satisfied with the availability of the
network, system etc.,
• It is found that majority of the respondents are agreed that it is secured i.e. 33%.
• It is found that majority of the respondents are overall satisfied i.e. 50%.
SUGGESTIONS:
• Banks should improve the online banking service quality of website design, home page
of bank web site and server availability
• Even though the mobile banking service is providing various kind of options to check
balance, to pay bills, to do transaction, to view passbook details but everyone is not
educated to use mobile banking services so bank has to take an action to educate or provide
information on how to use mobile banking service to the people who are not aware of these
services.
• Banks should focus on more security of mobile application.
• The stakeholders involved in the delivery of m-banking services must take full advantage
of the study's findings about m-future banking's possibilities.
• Banks should focus on the customers belongs to 51 and above age group of people,
because these people using mobile banking less.
• In remote areas internet connection problems are high. Banks should focus on this to
provide solution.
• Every banks provided their particular applications for e – passbook. banks should think
about every banks using only one application.
• Mobile banking application are using optionally by the customers. Banks should think
about in-built of banking applications in devices.
Page | 83
CONCLUSION
The current study focused on the challenges faced by customers with respect to mobile
banking services in the Mysuru city. From the above analysis majority of the customers
gave positive feedback on the mobile banking that it is very easy to understand and
navigate, faster services, easy to transfer funds, easy to make a balance inquiry and less
degree of risk in usage of mobile banking category. Therefore, the mobile banking provides
the best way of service when compared to other services provide by the banking system.
The process of liberalization, privatization, globalization and deregulation has opened new
way for banks to increase their revenues by diversifying in to universal banking, investment
banking, bank assurance, mortgage financing, depository services, securitization, personal
banking etc. Technology is the key to move towards providing integrated banking services
to customers. Indian banks have been late starter in the adoption of technology for
automation of processes and the integrated banking services. Further the banking sector
reforms and introduction of e-banking has made very structural changes in service quality,
managerial decisions, operational performance, profitability and productivity of the banks.
There are various factors which have played a vital role in the Indian banking sector for
adoption of technology.
Further, new technology has rapidly altered the traditional ways of doing banking business.
Customers can view the accounts, get account statements, transfer funds, purchase drafts
by just making a few key punches. Availability of ATMs and plastic cards, EFT, electronic
clearing services, internet banking, mobile banking and phone banking; to a large extent
avoid going to branch premises and has provided a wider range of services to the customers.
Mobile banking is a system that allows customers of a financial institution to conduct a
number of financial transactions through a mobile device such as a mobile phone or
personal digital assistant. Banking apps can make bill paying and bank account
management incredibly convenient, but the risk of identity theft is a major downside.
Fortunately, it’s easy to avoid most of the pitfalls with common sense solutions like strong
password protection and secure connections. By keeping these security tips in mind, you
can enjoy a safer mobile banking experience.
Page | 84
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Page | 86
APPENDICES
Questionnaire
1. Name:
2. Age
• 15-30
• 30-45
• 45-60
• Above 60
3. Gender
• Male
• Female
4. Marital status
• Married
• Unmarried
5. Education Qualification
• Illiterate
• High school
• Intermediate
• Degree
• Master Degree
• Others
6. Occupation
• Student
• Employed
• Businessman
• Housewife
Page | 87
Page | 88
7. Monthly income
• Upto 10000
• 10000-20000
• 20000-30000
• Above 30000
8. In which Bank do you have account

• ICIC Bank
• SBI Bank
• HDFC
• Union bank
• Other
9. Type of Account
• Current
• Savings
• Fixed
10. Status of usage

• Less than 1year
• 1-5 years
• 5-10 years
• More than 10 years
11. Which of the following device do you regularly use for banking services:
• Smartphone
• Table
• Laptop
Page | 89
12. How did you get to know about mobile banking
• Internet
• Friend
• Bank itself
• Newspaper
• Other
13. For What purpose do you use Mobile banking services

• To get account balance update
• To transfer money
• To pay utility bills
• To buy goods or service
• All the above
14. Mobile banking is time saving than conventional banking

• Strongly agree
• Agree
• Neutral
• Disagree
• Strongly Disagree
15. Mobile banking is cost saving than conventional banking

• Strongly agree
• Agree
• Neutral
• Disagree
16. Is Mobile Banking useful during emergency

• Yes
• No
Page | 90
17. Is Mobile Banking User Friendly
• Yes
• No
18. Which type of banking will you prefer for banking services
• Mobile Banking
• Visiting Bank
19. Mobile Banking have full filled my expectation

• Yes
• No
• Maybe
20. Mobile banking is tangible than conventional banking

• Strongly agree
• Agree
• Neutral
• Disagree
21. Mobile banking is secure than conventional banking

• Strongly agree
• Agree
• Neutral
• Disagree
Page | 91
22. The System, Network etc. for Mobile Banking is available than Conventional Banking
• Highly Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Highly Dissatisfied
23. Mobile banking has better problem handling capacity than conventional banking
• Strongly agree
• Agree
• Neutral
• Disagree
24. Do you think mobile banking would make banking more convenient for you
• Very
• Somewhat
• Not at all
• Not secure
25. What factors promotes you to use the new techniques in banking
• Reduced time of transactions
• Cost effectiveness
• Ease of use
• Technology of survey
Page | 92
26. Reason for not using mobile banking services”
1=Strongly agree
2=Agree
3=Neutral
4=Disagree
5=Strongly disagree
Sl. Statements 1 2 3 4 5
No.
1 My phone doesn’t support it - - - - -
2 Transnational risk - - - - -
3 Prefer via other means like internet banking - - - - -
4 Complicated user interface - - - - -
5 Takes more time - - - - -
27. Perception analysis

Sl. Particular SA A N D SD
No.
1 I think using mobile banking saves my time - - - - -
2 I can carry out my banking operations easily using - - - - -
mobile banking
3 I am happy with the user interface of mobile - - - - -
banking
4 I trust the network connectivity while doing the - - - - -
transaction using mobile banking
5 I find mobile banking cost effective as compared - - - - -
to visiting banks
6 I used mobile banking because of it's 24×7 - - - - -
availability
7 I am satisfied with the level of data and - - - - -
information security provided by the bank
8 I am comfortable by using new technologies like - - - - -
mobile banking
9 I am completely aware of all the mobile banking - - - - -
services
10 I have problems in understanding the language - - - - -
used in mobile banking
Page | 93
28. Would you feel mobile banking services are meant for wealthy people?
• Strongly agree
• Agree
• Neutral
• Disagree
29. I find it risky to share my private and sensitive information with the bank
• Strongly agree
• Agree
• Neutral
• Disagree
30. I do not use mobile banking because of possibilities of identity theft, fraud or hacking
• Strongly agree
• Agree
• Neutral
• Disagree
31. Are you overall satisfied with the mobile banking services?
• Highly Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Highly Dissatisfied
Page | 94

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“A STUDY ON THE CHALLENGES AND BENEFITS

FACED BY CUSTOMERS WITH RESPECT TO MOBILE

M.Com 4th Semester

Under the guidance of

Department of Studies and Research in Commerce

KARNATAKA STATE OPEN UNIVERSITY

M.Com 4th Semester

Under the guidance of

Department of Studies and Research in Commerce

KARNATAKA STATE OPEN UNIVERSITY

KARNATAKA STATE OPEN UNIVERSITY

PROFORMA FOR PROJECT APPROVAL LETTER

Proposed Title of the Project : 1.

Signature of the Student Signature of the Guide

KARNATAKA STATE OPEN UNIVERSITY

Name and Signature of

KARNATAKA STATE OPEN UNIVERSITY

This is to certify that Mr/Ms./Mrs.---------------------------- , bearing the

Signature of the Officer with Seal

KARNATAKA STATE OPEN UNIVERSITY

Name and Signature of the Student

I take this opportunity to express my sincere thanks to

I express my sincere thanks to

I am pleased to place my profound etiquette to my beloved parents

Date: (Name of the Student)

Place: Mysuru Reg.no: _____________

6. Chapter 1 : Introduction 10-12

7. Chapter 2: Review of Literature 13-15

8. Chapter 3: Research Methodology 16-21

9. Chapter 4: Conceptual Framework and Industry Profile 22-35

10. Chapter 5: Data Analysis and Interpretation 36-80

11. Chapter 6: Summary of Findings, Suggestions and Conclusions 81-86

• Sample Size and Design:

A well Structured Questionnaire consisting of the 5-point Likert‟s scale is being

G - Delimitations of the Study:

1. The Study of the Project is limited only to Mysore City

2. The sample size of the Project is restricted to only 100 respondents

4.1 Subsets of Mobile Banking

4.14.24 ITC (Tobacco Processing)

The analysis of age group of the selected respondents in the present

The analysis of gender of the selected respondents in the present

The data presented in the table No.5.2 is pictorially represented in

The analysis of marital status of the selected respondents in the

Table No.5.3: Martial status

The data presented in the table No.5.3 is pictorially represented in

The analysis of Education qualification of the selected respondents

The data presented in the table No.5.4 is pictorially represented in

The analysis of Occupation of the selected respondents in the

The data presented in the table No.5.5 is pictorially represented in

The analysis of monthly income of the selected respondents in the

The data presented in the table No.5.6 is pictorially represented in

The analysis of a bank of the selected respondents in the present

The data presented in the table No.5.7 is pictorially represented in

The analysis of an account of the selected respondents in the

The data presented in the table No.5.8 is pictorially represented in

The analysis of usage of the selected respondents in the present

Table No.5.9: status of usage

The data presented in the table No.5.9 is pictorially represented in

The analysis of devices of the selected respondents in the present