Abstract: India has a prosperous telecom industry and with mobile phones becoming the most popular devices, mobile banking or M-Banking has emerged as a new age banking service. Despite this opportunity, mobile banking has still not generated the momentum it had expected to create. The results indicate that the adoption of mobile banking by customers depends more on factors like trust and transparency of a banks service, and the quality of non mobile banking services-as consumers associate quality of non-mobile banking service with the quality of mobile banking service. Hence, banks should strive to deliver better service, trust and satisfaction to customers to ensure adoption of mobile banking service. A sample of 200 respondents in Central Kolkata was selected and a self-administered questionnaire was used to collect primary data which included open-ended questions, close-ended questions and a Likert Scale. Basic statistical analysis, Reliability Analysis and Factor Analysis was conducted with the help of SPSS version 20.0 to analyse and interpret the data. The findings reveal that telecom and Bank service related factor, external factor, perception factor and satisfaction factor are most important factors influencing the adoption of mobile banking services in Kolkata.
Keywords: Mobile Banking, M-Banking, non-mobile banking service, trust and transparency.
Title: A Study of the Factors Influencing the Adoption of Mobile Banking Services by Bank Customers, a Quantitative Research,
Author: Annesha Bernadette Makhal
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
