“CUSTOMER PERCEPTION TOWARDS MOBILE

BANKING – A STUDY OF INDIAN BANKS”

A Capstone project report

Submitted in partial fulfilment of the requirements for the award of the degree of

Master of Business Administration

Submitted to

LOVELY PROFESSIONAL UNIVERSITY

PHAGWARA, PUNJAB

SUBMITTED BY SUBMITTED TO

Name of student: Name of Supervisor:

Goka Ramya, Shweta Puri, Suman Rimple Sharma
Sahoo, Pankaj Thakur
UID of Supervisor:
Registration No: 12202522, 31013
12204072, 12204143, 12208188
Signature of Supervisor:
Signature of student:
Goka Ramya, Shweta Puri Suresh,
Suman Sahoo, Pankaj Thakur

1
 Declaration by student

To whom so ever it may concern

I, Goka Ramya, Shweta Puri, Suman Sahoo, Pankaj Thakur, reg no: 12202522, 12204072,
12204143, and 12208188 at this moment, declare that the work done by me on “Customer
perception towards mobile banking – A Study of Indian Banks” under the supervision of
Rimple Shamra, Assistant Professor, Lovely Professional University, Phagwara, Punjab, is
a record of original work for the partial fulfilment of the requirements for the award of the
degree, MBA.

Name of student
Goka Ramya (12202522)
Shweta Puri (12204072)
Suman Sahoo (12204143)
Pankaj Thakur (12208188)

Signature of the student

Goka Ramya, Shweta Puri, Suman Sahoo, Pankaj Thakur

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 Declaration by the supervisor

To whom so ever it may concern

This is to certify that Goka Ramya, Shweta Puri, Suman Sahoo and Pankaj Thakur, reg no: 12202522,
12204072, 12204143, and 12208188 from Lovely Professional University, Phagwara, Punjab, has worked on
the “Customer perception towards mobile banking – A Study of Indian banks” under my supervision. It is
further stated that the work carried out by the student is a record of original work to the best of my knowledge for
the partial fulfilment of the requirements for the award of the degree, degree name.

Name of Supervisor
Rimple Sharma

UID of Supervisor
31013

Signature of Supervisor

3
 List of contents

S. No. Title Page

1 Declaration by Student 2

2 Declaration by Supervisor 3

3 Abstract 5

4 Chapter-1 Introduction 6

5 Chapter-2 Review of Literature 12

6 Chapter-3 Research Methodology 39

7 Chapter-4 Results and Discussions 42

8 Findings 97

9 Recommendations 97

10 Conclusion 99

11 Future of Work 99

12 References 100

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ABSTRACT

Today's era is called a world of digitalization and mobile banking is also part of the digitalization
umbrella. Mobile banking has reshaped the financial landscape by providing convenient and
widespread access to banking products and services to consumers and there is a huge positive shift has
been seen towards mobile banking. The research study has been carried out on the key elements of
customer perception towards mobile banking and how it affects their usage of various products and
services of mobile banking. This study looks into users' perception of mobile banking in the Indian
state of Punjab. The current study is based upon descriptive research design and a survey method has
been used for data collection in which a structured questionnaire has been used. The study employed a
primary data collection approach, targeting approximately 400 banking users in Punjab. To achievethe
objectives of the study two private sector banks (ICICI Bank and HDFC Bank) and two public sector
banks (State Bank of India and Punjab National Bank) have been used. Data analysis will be conducted
by using the statistical software SPSS, by incorporating the techniques such as factor analysis and
Manova.

Keywords: Mobile Banking, Trustworthiness, Convenience, Safety, Digitalization, Adoption,

Perception, Authenticity.

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1 INTRODUCTION
With the emergence of mobile banking in the digital era, the banking industry has experienced a
dramatic change. Smartphones have altered how customers interact with banks due to their widespread
availability and convenience. Addressing customer's perceptions of mobile banking is essential for
financial organizations as well as academics alike. It plays a significant part in the adoption and long-
term use of mobile banking services. Customer’s perceptions encompass their opinions, attitudes, and
subjective assessments of many aspects of mobile banking, such as usefulness, security, convenience,
and reliability. A wide range of things influence these views, including particular traits and
experiences, societal influences, and technological improvements. Exploring customers' perceptions
of mobile banking is more than just a learning activity; it has significant implications for banking
individuals. Banking organizations try to draw in and maintain consumers by providing seamless and
user-friendly mobile banking solutions consistent with their preferences and expectations. By
understanding consumers' perspectives, banks can customize their mobile banking services according
to their customer's changing needs and preferences, increasing their satisfaction and engagement. In
addition, analyzing consumer perceptions of mobile banking enables an understanding of potential
bottlenecks and challenges to wider adoption. Despite the widespread adoption of mobile banking,
certain sections of individuals may have concerns about adopting this technological innovation. These
limitations could be due to worries about privacy and security, technology literacy, or cultural reasons.
By addressing these challenges and exposing misconceptions, financial institutions can create more
customer trust and confidence, resulting in increased use of mobile banking services. Given the
previous, the purpose of this research paper is to investigate the complexities of customers' perceptions
of mobile banking. By combining current theory and experimental information, this study aims to
clarify the drivers and patterns behind consumer perceptions of mobile banking. This study aims to
provide significant insights for educational institutions, the banking industry, financial institutions, and
governing bodies, contributing to the continuing discussion around mobile banking uptake and
customer behaviour. Customers' perceptions about mobile banking play an essential part in
determining the process of digital banking transformation. By identifying each aspect of these
perceptions, researchers and developers might clear an environment for the continuous development
and improvement of mobile banking services, ultimately improving the banking experience for
customers in modern digitization.

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1.1 Customer Perception

Customer perception towards mobile banking hinges on several critical factors, notably convenience,
security, safety, and trustworthiness. The ease of accessing banking services on-the-go profoundly
influences customers' satisfaction levels, emphasizing the importance of user-friendly interfaces and
swift transaction processing times. Moreover, robust security measures, including encryption
technologies and multi-factor authentication, are essential for instilling confidence in users regarding
the protection of their financial data from unauthorized access and fraudulent activities.
Trustworthiness and authenticity are equally vital, with customers seeking reassurance through
transparent communication and adherence to regulatory standards. Positive perceptions drive increased
engagement and loyalty, while negative perceptions can impede adoption. Therefore, banks must
prioritize understanding and managing customer perception to foster a conducive environment for the
widespread acceptance and utilization of mobile banking solutions.

1.2 Mobile Banking

In the modern digital environment, mobile technology has completely changed how customers engage
with banking services. Mobile banking, an aspect of electronic banking, emerged as a popular way for
customers to access and manage bank accounts using portable devices like smartphones and tablets.
The resulting paradigm change in banking operations has transformed the dynamics of traditional
banking while also reshaping customer relationships with financial firms (Yosdha and Palani, 2012).
Developments in telecommunications infrastructure, as well as broad smartphone adoption around the

7
world, have contributed to the growth of mobile banking services. Customers can currently implement
a wide range of financial operations with just a few swipes on their mobile devices, such as checking
account balances, moving payments, paying bills, and even applying for loans or insurance policies.
This convenience and accessibility have elevated mobile banking to the cutting-edge of modern
banking practices, altering the financial services environment. In addition, the COVID-19 epidemic
has increased the adoption of mobile banking, as measures of social distancing and lockdowns
encouraged customers to look for digital solutions to regular banking. This unprecedented worldwide
crisis highlighted the necessity of digital banking technologies in ensuring continuous access to
financial services despite interruptions to traditional in-person banking networks. Considering the
rapid growth of mobile banking, understanding customer perceptions of this technical innovation has
become essential for financial institutions looking to improve user experience and promote adoption.
Customers' views, opinions, and practices regarding mobile banking determine their usage trends,
satisfaction levels, and, ultimately, the effectiveness of mobile banking tasks. This study aims to look
into customer perceptions of mobile banking, investigating a number of factors that affect their
opinions and behaviour when accessing and adopting mobile banking services. By explaining these
perceptions, financial organizations can get insights into strategic decision-making, develop improved
mobile banking experiences, and personalize marketing activities to better align with customer
preferences and requirements. This investigation aims to contribute to the up-to-date bank of
information in the field of digital banking by conducting a thorough examination of customer
perceptions of mobile banking, providing an understanding of the evolving interaction among
customers and financial services in modern times. The analysis of customer feedback and adaptability
to their changing requirements are essential in maintaining relevance and effectiveness in the digital
banking environment.

1.3 Products and Services covered under mobile banking

View account balance (balance enquiry), Transaction history, E-statement of account, Loan
statements, Card statements, E-Passbooks, Bank to bank transfers, Transfer of funds to self, Payments
to third parties (rent payments, bill payments, etc.), Giving standing instructions for periodic payments,
Payments via National electronic fund transfer(NEFT)Immediate payment service(IMPS)/Real-time
gross settlement(RTGS)/Unified payments service(UPI). Opening fixed/recurring deposit, Mutual
fund investments, Portfolio management services. ATM locators, branch locators, lodging
complaint/tracking applications, ordering a new cheque book, Cancelling/stopping an issued cheque.

1.4 Evolution of Mobile Banking

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The emergence of mobile banking has been exceedingly successful of innovative, with broad adoption
changing the banking sector. The government has played a major role in this shift by recognizing the
potential of mobile banking to promote financial accessibility while narrowing the gap between
traditional financial services and neglected individuals. Through measures like legislative changes,
financial education initiatives, and infrastructure investments, governments, and regulatory
organizations have played an essential part in enabling the growth and adoption of mobile banking.
The user base for mobile banking has grown significantly in recent times, involving a wide range of
demographic groups from people with limited resources in rural and remote regions to skilled in
technology this generation like Gen X, millennials, Gen Z. This massive user base demonstrates the
great popularity and accessibility of mobile banking services among various socioeconomic categories
including low-income individuals, middle-class families, and even high-net-worth individuals. People
are increasingly arriving at mobile banking because of its ease, security, and capacity to simplify
banking procedures. Previous research papers, related to customer perceptions of mobile banking have
provided significant insights into the variables impacting user adoption, usage trends, and satisfaction.
Numerous factors, including perceived utility, simplicity of use, security, trust, and perceived risk have
been identified as found to be reliable predictive factors of customer acceptance in studies. In addition,
investigations have demonstrated the influence of demographic factors, including age, income,
education, and understanding of technology, on customer opinions and behaviors related to mobile
banking.
1.5 Research Gap

A significant study that has not been sufficiently addressed in the majority of existing literature
develops, even though earlier studies provided insightful information on a variety of aspects of
customers' perceptions of mobile banking. In addition, there is a lack of research contrasting customer
perceptions of private and public sector banks, because numerous studies have looked at howcustomers
feel about mobile banking services provided by private banks. Examining customers' perceptions of
the mobile banking services provided by various bank types might provide important insights into the
variables affecting customer preferences and activities in the banking industry. Besides, while previous
investigations have found several variables affecting customer satisfaction and loyalty to mobile
banking, much research has been done.

1.6 Scope of study

The scope of investigating customer views of mobile banking within specific geographical
environments, such as the Indian state of Punjab, has a significant potential impact on a wide range of

9
customers, including the banking sector, officials, and customers themselves. The scope broadens to

10
take into account the wider environmental effects of adopting and using mobile banking in terms of
environmental impact. Decreased Carbon Footprint, by enabling digital transactions, mobile banking
reduces the requirement for personal bank branch appointments and the usage of paper-based
documentation. The shift from traditional to digital banking has the potential to mitigate carbon
emissions linked to transportation and paper manufacturing, thereby advancing environmental
sustainability. Environmental Sustainability, Mobile banking initiatives help to preserve natural
resources by encouraging paperless banking through online statements, mobile deposits, and digital
payments. Resource Conservation: Mobile banking initiatives help to preserve natural resources
including trees, water, and energy by encouraging paperless banking through electronic statements,
mobile deposits, and digital payments. This is consistent with sustainable resource management
techniques and environmental conservation initiatives. The management of electronic waste, or "e-
waste," which is produced by abandoned mobile devices, is a concern associated with mobile banking,
considering its many advantages. Analysing customer perceptions about mobile banking can help
develop guidelines that support eco-friendly mobile technology adoption, encourage responsible
disposal of used devices, and prolong the life of mobile devices. Digital Integration, knowing how
customers perceive mobile banking in a particular regional setting can help uncover adoption
constraints like the availability of reasonably priced smartphones and dependable internet connectivity.

1.7 Need of the study

The need for studies regarding customer perceptions of mobile banking in distinct geographic regions
is critical for addressing multiple significant challenges and opportunities in the banking sector and
beyond. Acquiring insight into these perceptions can help drive innovation, improve the customer
experience, and advance sustainable banking procedures. Understanding the customer perceptions of
mobile banking allows banks to modify the services they provide so that they adjust the demands and
preferences of different segments of customers. Increased acceptance rates, improved satisfaction with
customers, and increased loyalty can result from this adaptation. Guidelines Developing, knowledge
obtained by investigating customer opinions towards mobile banking can help shape legislation and
regulations that support cybersecurity, data privacy, and protection for customers in the digital banking
sector. These insights can be used by authorities to protect customer interests and promote trust in
digital financial services, all while supporting an environment that is helpful for innovation in mobile
banking. Innovation in Technology, the sector of mobile banking is fast developing, with constant
developments and innovations in technology. For banks and fintech companies looking to create new
products, capabilities, and user interfaces that meet consumer expectations and preferences, knowing
customer perceptions may provide insightful feedback. The Growth of the Economy, by simplifying
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financial transactions, encouraging entrepreneurial activity, and enhancing access to credit and
financial services, mobile banking can stimulate the economy. Understanding customer views can
assist find approaches to use mobile banking to promote economic growth and provide people and
communities more power to engage with the traditional banking system.
Palani, A., & Yasodha, P. (2012). A study on customer perception towards mobile banking in Indian
Overseas Bank Chennai. International Journals of Marketing and Technology, 2(4), 262-276
1.8 Benefits

All banking providers provide a range of digital tools to help customers manage their accounts
conveniently. This generally provides customers with functions for managing their accounts, such as
viewing transaction histories, accessing account statements, and monitoring their balance.
Furthermore, not only can customers send money to people inside and outside the bank, but individuals
can also arrange bill payments for loans, credit cards, and utilities. Customers can use their
smartphones to electronically deposit checks or transfer money at many banks that support mobile
deposits. Customers can usually receive assistance through chat support, a frequently asked questions
section, or a comprehensive help centre if they encounter any issues. Even more services, including
online account opening, loan applications, and investment management, are provided by certain banks.
Customers can configure alerts and notifications for transactions, impending bill payments, and
emerging security threats to stay up-to-date on account activities.

2 REVIEW OF LITERATURE
Year Author Description

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2024 Pernamawati et al., Investigated on the relationship between customer
engagement and loyalty with usage of mobile banking The
results showed that the usage of mobile banking was
influenced by customer engagement and loyalty by 62.6%,
and the rest was influenced by variables that have not been
explained in this study. It can be concluded that mobile
banking users show engagement from employees who are
interested in the bank and loyalty from customers. This
research is classified as descriptive quantitative research. This
study's data analysis technique was Partial Least Squares
(PLS). This study was conducted at Bank Muamalat
Indonesia, Region Surabaya. Purposive sampling was used in
this study, and the research sample consisted of 100 Bank

13
 Muamalat Indonesia customers from the Surabaya region.
The findings revealed that 62.6% of mobile banking usage
was impacted by customer involvement and loyalty, with the
remainder influenced by characteristics not addressed in this
study. Mobile banking users demonstrate workforce
engagement and consumer loyalty
2024 AHMAD KHAN, et Focused on the prominence of social and face-to-face media
al.., communications in adoption of mobile banking (mb) services.
This study determined one crucial aspect was the effective
delivery and communication of these technological
innovations by the banks. These consequences demonstrated
that a selection of diffusion techniques in the target market
could produce remarkable results. This research was
beneficial not only for the banks but also helped in the
diffusion process of new Internet-based modern technological
services in other industries as well. Using appropriate
communication channels helps accelerate client adoption of
mobile banking services, allowing for accurate choices on
marketing initiatives. The study findings can be used to
improve understanding of the differentiated. The effect of key
communication medium on customer views and inclinations
to use mobile banking services.
Implications/Originality/Value: The study shows that using
diffusion strategies in the target market might yield significant
outcomes. This research benefits not just banks but also
managers in the adoption of innovative internet-based
services in various businesses. The most important factor is
perceived usefulness. Face-to-face and social media are two
key aspects that influence the customers about usefulness of
embracing mobile banking services
2024 Shinde, et al.., The employing of IT technologies, which include ATMs and
internet banking, shop-banking, as well as tele-banking.
Nowadays, mobile banking, which is one of the popular
banking services, is offered by most of the banks in India.

14
This research would be the analysis of mobile banking
services offered by several prominent banks in India. The
consciousness of mobile banking as well as how consumers
view this service is a part of the investigation process. To
conduct survey of the same, residents of Pune were
interviewed. The result gained from the research imply that
clients may know that the mobile banking services that the
bank provides are highly rated by other clients, respective
financial institutions. The power of buying will be spread in
the hands of the customers who will be able to perceive all of
the hidden details. Such a wide range of financial deals which
can be accomplished using the commodity of mobile.
Banking services. Users evaluate mobile banking as a smart
technology. i.e Users consider mobile banking as a user-
friendly and convenient tool. It gives them a chance to execute
trade at any time, thus, making their transaction frequency to
go up. Customers may find the most important advantage of
mobile banking in that they can have banking. Activities even
when they are in the busiest place, and even at any time. As
for this research, a type of the jobs will be working
professions and students from. Differently operating
organization only 225 replies were counted. We applied
structured questionnaire as our data collection method and
gather information. The area of the global that is nowadays
tends to change at a greater speed, because of the technology
advancements. Rated as the primary motivation power of
these changes. It is evident that man blended technology and
its inventions in the ways of life that can hardly be detached.
The presence of Information and communication technology
in both domestic and international environments is a vivid
example of this globalization process surrounding us. In
various professional settings which mainly use the electronic
means for communication has resulted in a high increase rate
for their use. Incremental but continuous, the average Indian

15
is shifting to healthier and innovative products. Advanced

16
17
 financial tools including internet banking and mobile
banking.Mobile banking refers to the provision of banking
services (via mobile phones as well as personal digital
assistants, PDAs). With that, there is the system that will track
the payments and accounting which can be done quickly and
accurately. Conservation of the infrastructure that will in turn
have a massive impact on the speed of financial services
delivery.
2023 Emon and Nipa Explored the attitudes of customers towards the use of mobile
banking applications offered by private banks. The findings
indicate that customers perceive mobile banking applications
as useful, easy to use, and secure. They value the convenience,
time-saving, and accessibility provided by these applications.
These findings correspond with earlier research and
emphasise the necessity of building user-friendly applications
that provide concrete benefits to customers. Trust and security
are critical variables influencing client acceptance and
continued use of mobile banking solutions. The study
emphasises the importance of solid security measures and
open communication in order to create customer trust. The
findings' practical implications indicate that private banks
should prioritise the development of user-friendly and secure
mobile banking applications. Effective marketing and
communication strategies should emphasise the convenience
and time-saving benefits of utilising these apps. Addressing
technical challenges, improving the user experience, and
boosting security measures are critical to increasing
acceptance and consumer satisfaction. It is vital to recognise
the limits of this study, because the findings are particular to
the context of private banks

18
2023 A Rehmat and SA Investigated customer perception in practicing mobile
Ansari banking services. The results revealed that Perceived Trust,
Awareness, and Perceived ease of use show a significantly
positive relationship with customer perception. On the other
hand, Risk Associated Problems related relatively show a
negative relationship with customer perception in mobile
banking. The objectives of this study are: 1. To determine the
constructs, namely, ease of use, perceived trust, awareness,
risk associated and problems related that impact the
customer’s perception of mobile banking services. 2. To
examine the customer's level of satisfaction with mobile
banking. The study identified factors such as perceived ease
of use, perceived hazards, and perceived trust. Customers'
perceptions of mobile banking services were influenced by
perceived awareness and satisfaction levels. Customers
commonly utilise mobile banking services for purchases,
transfers, account balances, statements, questions, and SMS
alerts. Adoption of mobile banking services has led to faster
financial transfers, faster account queries, improved client
convenience, and cost savings. Mobile banking allows
customers to do transactions from anywhere in the globe and
at their convenience

19
2023 Sharma, et al.., Emphasised an empirical study on facilitators and inhibitors
of adoption of mobile banking. The study recommended that
the banks and the government take the necessary steps to
make m-banking transactions more secure and safer. The
purpose of this study is to examine the most important factors
influencing and impeding consumer adoption of mobile
banking. The research problem of the study could be
summarised as “to study the factors that facilitate and inhibits
behavioural intentions of the customer towards adoption of
mobile banking in India.” The research problem described
above poses the following research questions that the research
analysis would answer: Do performance expectancy, effort
expectancy and social influence, optimism and

20
 innovativeness act as a facilitating factor influencing
behavioural intention to use m-banking? Do discomfort,
insecurity and cognitive resistance act as an inhibiting factor
influencing behavioural intention to use m-banking? Do the
socio-demographic characteristics like age and gender
moderate the relationship between performance expectancy,
effort expectancy and social influence, optimism,
innovativeness, and behavioural intentions towards adoption
of m-banking? Does behavioural intention to use m-banking
results in its adoption?
2023 Vargheese and NE Analysed a study on customer satisfaction customer
Jose satisfaction on mobile banking. This Study examined various
aspects of the Mobile banking of SBI it could be concluded
that the Mobile banking is getting a greater amount of success
which is unique in its kind. Still, some of the fields are yet to
be improved and rethink due to which the organization could
improve the performance of its services, its utmost impossible
for a pure service-based organization like bank to launch a
service on a very great aspect and State Bank of India has
proved this wrong by its own performance. The objective of
this study is: 1. To understand the various mobile banking
services provided by SBI. 2. To identify the degree or level of
customer satisfaction towards mobile banking services
provided by SBI. 3. To know the attitude of customers
regarding availing mobile banking services. 4. To analyse the
suggestions of customers to improve mobile banking services
provided by SBI. The method of data analysis. The study was
analysed using simple percentages, bar diagrams, and pie
diagrams. The core financial services are acknowledged, and
the data. The collected data is classified, processed, and
interpreted using the percentage technique.

21
2023 GS Etim, et al.., The Study Exemplifies the Impact Of E-Banking on
Customer’s Accessing Banking Services Within A Rural
Setting. It Evaluated the Ways of ATM Banking, Mobile
Banking, And Internet Banking Influenced Rural Bank
Customers’ Access to Banking Services. The Study used a
Quantitative Research Design Adopting a Cross-Sectional
Survey Method. The Primary Data for The Study Was
Collected Through the Structure Questionnaire from Rural
Bank Customers Aiming at them. The Data Were Processed
and Hypothesis Testing Done Utilizing Descriptive statistics
(simply percentages and frequencies) and multiple linear
regression in SPSS 23. Thusly, The Findings Displayed
Automated Teller Machine Banking and Mobile Banking
Which Has Positive Impacts On Access Of Customers To
Banking Services In Rural Communities. Consequently, the
study recommends that commercial banks should intensify
the number and quality of atms in the remote settlements in
order to significantly broaden the availability of banking
services to these rural people who need financial services, and
adequate sensitization campaigns should be organized by
commercial banks in these rural settlements, explaining the
major benefits of using mobile banking tools and guiding the
residents on the exact way to operate them, hence improving
their access to banking services

22
2023 Kansra, et al.., This research established that mobile banking in Punjab is
favored by about 59% of the population while the key factors
for uptake were ease of use, perceived risks, reliability, and
affordability. People like user-friendliness and remote
control, however, they are also concerned about system
stability and security issues. Similarly, demographics and
mobile banking use was as well found to play a role. Banks
could teach customer to use this service and put strong
security mechanisms to ensure security concerns are
addressed. Similarly, the incorporation of local languages as
well as a user-friendly interface can mean increased use by

23
 people not familiar with it. The sample size of the research
should be large enough to examine whether the practices of
digital literacy and promotion influenced the use of mobile
banking in the state of Punjab.
2023 Maulani, et al.., This research focuses on the BSI Mobile which is one of the
applications from Bank Syariah Indonesia that plays s role of
making transactions simpler, with features BSI Mobile that
are super easy to use and understand making this platform a
route that Bank Syariah Indonesia customers have with BSI
Phone a very handy and cozy platform that help customers for
their daily activities. the main intention of the study is to
expose the role of observed features, discover how much the
customers are satisfied with the BSI Mobile software and to
find the barriers emerging within the BSI application. The
research type that is utilized here is descriptive qualitative,
with data collection tools being through questionnaires. While
the banker carried out the Internship work, he noticed that
when a customer of Bank Syariah Indonesia opens an account,
the customer does not get the OTP code at all. Enter the wrong
OTP (one time password) three times in your register, and the
customer will be considered a failure and unable to online BSI
Mobile activation. The mobile application of BSI also has its
limitations and they can be stumbling blocks on speeding up
its operations. Such as too much usage of network, server
failure this will result as login failures and errors. Final
sentences should reinforce the main message of your essay,
summarizing the significance and potential implications for
the topic at hand.
2023 N Ahmed This research sheds light into the mind of consumers utilizing
mobile banking. Mobile industry is on the rise and thanks to
that banking is getting even more convenient, especially for
actively mobile people. Although mobile banking, to some
extent, has gained a lot of recognition, not all people are
comfortable with it. This research investigates how factors

24
such as the quality of the mobile banking system itself and
customer trust in the bank, as well the clarity and accuracy of
the information provided, and the general system stability
contribute to or diminish customer satisfaction with mobile
banking apps. The researchers managed to indicate the
responses of 122 people through a questionnaire that took a 5-
point scale. The factors that were based on other studies were
also used. It was not the frequency of use, the perceived
benefits and quality of service per se that promoted wekening
satisfaction, rather these factors that included the quality of
information, system reliability, trust in the bank and general
service quality all showed a substantial positive correlation.
This is what the other research has revealed. Intriguingly, the
survey also revealed that a significant number of the
respondents who answered the survey are worried about
safety, forgery, and confidentiality issues. Other than these
fears, the research also allowed for an understanding of the
other issues that face banks. In order to persuade the society
to adopt mobile banking, banks should come up with
measures that tackle consumers’ fears of security and build
credibility. For the future researchers who aim to bring some
innovations in here, there are recognized shortcomings. The
study was set in Karachi city being the biggest city in
Pakistan. This procedure is urged to apply this framework to
other cities and areas of Pakistan to see if cultural distinctions
are involved or not. Furthermore, undertaking longitudinal
studies that are monitoring participants for a long time would
facilitate detecting emerging factors that determine mobile
banking contentment.

25
2023 Syahruddin, et al.., Determined the effect of perceptions, services, and system
security on customer interest in using mobile banking
applications. This study determined and analysed the effect of
system security on customer interest in making repeat
transactions on mobile banking applications. The research
approach is an explanatory causal approach. The analysis

26
method used in this research is the Multiple Regression
analysis method. The objectives of this study were 1) to
determine and analyze the effect of perception on customer
interest in making repeat transactions on mobile banking
applications, 2) to determine and analyze the effect of services
on customer interest in making repeat transactions on mobile
banking applications, and 3) to determine and analyze the
effect of system security on customer interest in makingrepeat
transactions on mobile banking applications. The research
approach is an explanatory causal approach. The analysis
method used in this research is the Multiple Regression
analysis method. The results showed that 1) Perception has a
positive and significant effect on customer interest in making
repeat transactions on mobile banking applications at BRI
Kanca Tamalanrea, this shows that the better the customer's
perception, the higher the customer's interest in making repeat
transactions on mobile banking applications at BRI Kanca
Tamalanrea, 2) Service has apositive and significant effect on
customer interest in making repeat transactions on mobile
banking applications at BRI Kanca Tamalanrea, this shows
that the better the serviceprovided by employees, the higher
the customer's interest in making repeat transactions on
mobile banking applications atBRI Kanca Tamalanrea, and 3)
System security has a positive and significant effect on
customer interest in making repeat transactions on mobile
banking applications at BRI Kanca Tamalanrea, this shows
that the better the security of the BRImo system, the higher
the customer's interest in making repeat transactions on
mobile banking applications at BRI
Kanca Tamalanrea.

27
2018 R Gomachab and BF Determined that Technology is the engine of the ever
Maseke extending global age and is more or less ruling in most fields;
mobile and internet banking are just some of the numerous
technology applications being born continually. Mobile
banking is a new manner of banking that favors customers

28
making it easy for them to access their finances either from
remote or even from rural areas. Improving the existing
mobile banking services currently offered by the commercial
banks to customers can happen only if they will first find out
what the consumers' expectations of the mobile banking
services they provide to them are as well as whether they are
satisfied with the current services or not. This study adopted
a quantitative design to determine the factors of mobile
banking that influences customer satisfaction. Data was
collected from a simple random sample of 60 respondents
using a self-administered structured questionnaire. Findings
uncovered that the majority of the respondents’ were FNB
customers, who were/are aged below 25 years and of this
respondents’, 57% were female with a high school level of
education; they are mostly students with an income of below
N$ 5000, whereby they are all registered with mobile banking
and were influenced by the mobile banking advertisements
The results of the survey showed that the most utilized service
is airtime purchase and the least frequent service is the
remittance and the mobile banking services are from key
markets in the Keetmanshoop banking sector satisfied 75% of
users and are considered to be reliable, convenient, cost
effective, available on different networks, advertisements
encouraging, and compatible with mobile devices. , income
(social aspect of transacting) of respondents influences the
usability of mobile banking and mobile banking services are
more secure than branch based services

29
2019 Patil, et al.., This Study emphasises the Consumer use of mobile banking.
Mobile banking is a technology that has appeared recently,
which may turn out to be a benefit both for banks and
customers. Therefore, this study identifies factors that can
predict the use of mobile banking and how using such a
system will contribute to both customer satisfaction and
customer retention. The conceptual model of the study
integrates two models (i.e. UTAUT2 and D&M IS Success

30
Model). A questionnaire survey was used to collect the
necessary data from convenience sampling of Saudi bank
customers. The central factors such as performance
expectancy, price value, facilitating conditions, hedonic
motivation, habit, system quality and service quality were
found to be significant in actual usage behaviour. This study
was of cross-sectional type therefore future studies should
incorporate longitudinal studies in order to re-collect the
findings. Moreover, the current research adopted convenience
sampling of Saudi M-Banking users. This may negatively
affect the generalization on the entire population. The missing
element in the M-Banking literature in Saudi Arabia would be
addressed by suggesting an inclusive conceptual model that
clearly defines M-Banking through the lens of its Saudi users.
Another important aspect of this research is the use of numeric
data to analyze them through structural equation modeling
(SEM). The same would thus help to generalize the results to
the whole Saudi population.

31
2016 Dwivedi, et al.., This study introduced and discuss the usefulness of a
conceptual model which can explain the key reasons for
Jordanian consumers to consider using mobile banking as an
alternative. Our research was zeroed in on the Technology
Acceptance Model (TAM) of the conceptual model. The
borrowed idea I was able to reflect on and develop the concept
was these are the risk perception and self-efficacy the external
factors. For this study, structural equation modeling (SEM) is
analyzed by using data collected from the field survey
questionnaires that are taken from Jordanian banking
customers. The findings evidenced a considerable effect of
both perceived usefulness, perceived ease of use, and
perceived risk in determining the actual behavioral intention.
Applicational and theorical aspects tied to the overall context
of Jordanian banks and researchers involved in the MB
concept are also presented in the concluding part of this paper.
Some possible factors may play roles in motivating people to

32
 migrate internally in case of Jordan but yet to be proven in
empirically studies. This submission thus tried, empirically,
to fill the gap by an examination of some of the main factors
that are influencing the customers’ adoption of MB from the
point of view of the Jordanians.
2015 Aijaz A. Shaikh and This study focuses on Mobile banking adoption. E-commerce
Heikki Karjaluoto (electronic commerce) subsists and evolves as one of the most
disruptive forces with which traditional and today's business
environment has had to coexist. In the meantime, this field of
innovations is has been increasingly focused on mobile
computing and the wireless access to the Web as well as
mobile commerce. With this backdrop, m-banking (mobile
banking) implementing channels are priority, with researches
indicating that it adoption attracts a lot of attention. Yet, the
field and the academic have not received any established plan
or agenda explaining the way forward. Thus, the writing
focuses on the summarization and synthesis of works
discussing m-banking intention and presents the key theories
used by researchers to interpret the consumer behavior
towards the acceptance of it. The results show that the e-
banking adoption literature is scattered, though it generally
uses the technology acceptance model and its ideas, pointing
out that compatibility (items with the lifestyle and app) and
usefulness are usually the main determinants for someone to
have an intention to adopt mobile banking services the world
over. The literature that presently available is limited by being
not widely-focused in the developing countries’ calls for SMS
banking; no article in this area address smartphone or tab
application use in m-banking nor consider the impacts of such
usage. The recommendation offered is largely for expanded
studies into the mobile banking system.

33
2014 Thomas, et al.., This study determined that mobile banking (m-Banking)
factor makes it possible for the clients to perform all their
banking needs like sending money, payments, and checking
account balance from their mobile phones. We further
develop the theory of m-Banking consumption by formulating
a model about comprehending the weight and a connection
between user’s impression of m-Banking, a degree of trust in
m-Banking services, and how well m-Banking services is
rescuing to m-Banking tasks’ characteristics. By combining
the power of three kinds of IS theories including a task--
technology fit model (TTF), a unified theory of acceptance
and usage of technology (UTAUT) and initial trust model
(ITM), we provide the explanation of the impact oftechnology
on homework performance. The model got tested in a certain
study done in Portugal which is one of theEuropean Union
(EU) member countries with the highest telecommunication
intake. Build our structural equations and apply partial least
squares (PLS) (as a statistical analysis technique) in testing
the conceptual model proposed. The importance levels of the
paths were determined through bootstrapping technique (cap
of 500 resamples). This came after the research carried out
asserted that making the climateand motivation of the people
solicits the adoption of m-Banking. Firstly, the initial trust
(IT), the performance expectancy (PE), the characteristics of
technology (CT) and the task technology fit (TTF) can all
collectively influence behavioral intention (BI). The paper
gives vital recommendations that will be useful not for
policymakers who are responsible for introducing m-Banking
services, but for a wider team of deployment planning. The
researcher cansee the practicality of the application of TTF,
UTAUT and STM in the development of the support system.
The paper deals with the adoption of new technologies in
order to use DSR framework.

34
35
2014 Hanafizadeh, et al.., This research leads to understanding the mobile banking
components-determining factors. There is the encouragement
of clients to forgo other banking services and use their cell-
phones to perform banking duties and the modern evidence of
a decreased rate of acceptance of the mobile banking services
calls for a study on the reasons behind the low adoption of this
technology. Thus, this analysis constructs a generalized
theoretical model elaborating on acceptance of mobile
banking. In addition, a group of clients of the Iranian bank of
361 was studied using the design of the latent variables such
as perceived usefulness, perceived usability, need for
interaction, perceived risk, perceived costs, compatibility
with lifestyle, perceived credibility, and trust. Mobile banking
adoption of the population in Iran is likely to be due to the
constructs discovered to be working in them. Adaptation
including personal life style and confidence were found as the
most dominant factors that influence mobile banking users.

36
2010 Lisa Wessels and This study described the main motivators and inhibitors that
Judy Drennan determines M‐banking acceptance. Finally, these factors are
evaluated with respect to their effects on the inclination of
consumers to use this self-service type of banking technology.
We also administered an online survey where the respondents
complete a questionnaire about their perceptions of the ease
of using M‐banking, its usefulness, cost, risk, suitability for
the particular lifestyle, requirement of interaction with
employees. To discover if the above factors are the variables
of interest that, which affected consumer's attitude and
intention to use M‐banking, correlation, and hierarchical
multiple regression analysis, with the Sobel tests, were run.
Respondents' perception on utility, risks, cost, and
functionality were discovered to be have a significant
influence on their acceptance of multimedia banking. This
model further provides a mediation model, in which attitude
carries out an intermediary role of being a pathway from the
consumers' perception to their behavioural intention to use M‐

37
 banking. The population in this case was biased towards male
users below the age of 35. As such, any findings generated
here only reflect the results among this peculiar, biased
consumer group. Marketing the new mean of M‐banking that
generates a positive attitude rather than negative trait of the
consumer might lead the industry into this newfound channel
of electronic banking. Particularly, marketers should be
focusing on M‐banking benefits and that it can be easily
operated in daily life and they should be trying to build M‐
banking which will be secure and safe. It is this paper that
practically replenish and develop an existing attitude model in
M‐banking space. Besides, the paper is acceptance of the
approach (as the participation in researches is voluntary)
contributes to the demand of additional research to generalize
the effects of self-service technology among other countries
and groups.
2009 TK. Yu and K Fang This study aims on the banking sectors have been liberalized
in terms of full entry into the financial markets coupled with
the adoption of information technology, thus, there are two
kinds of competitions that banks have to deal as they produce
service quality and economical characteristics. That these
recent developments are motivated by technology may lead to
wrong reasoning, implying that the feature of electronic
banking is mainly due to technological factors. The aim of this
research is to present a comprehensive and reliable
measurement model that would allow us to obtain information
about postadoption user perceptions towards mobile banking
services. The study, which was carried out with 458 valid
observations concerning mobile banking users, demonstrated
the instrument that consists of 21 items and six dimensions, is
accurate, applicable, and proven.

38
 3 Research Methodology
3.1 Objectives
This study aims to completely analyse the framework of customer opinions regarding mobile banking
services. It undertakes to understand the fundamental factors that impact people's opinions, behaviours,
and experiences as they accept and use these services. The specific objectives are:
1. To identify the factors affecting the usage of Mobile Banking.
2. To study the customers perception towards mobile banking.

3.1.1 Hypothesis
• To identify the factors affecting the usage of Mobile Banking.

H0: There is no influence of factors on usage of mobile banking.

H1: There is influence of factors on usage of mobile banking.
• To study the customer perception towards mobile banking.
H0: The customer perception has no significant impact on mobile banking.
H1: The customer perception has significant impact on mobile banking.

3.2 Research Design

This study adopts a descriptive approach to understand customer perceptions and usage of mobile
banking services among banking users in Punjab, India. Data will be collected through a structured
questionnaire from approximately 724 respondents, targeting users from ICICI, HDFC, SBI, and PNB
banks. Statistical software SPSS will be used for analysis, employing techniques like factor analysis
and Manova to identify patterns and relationships within the data. The research aims to describe
customer perceptions of mobile banking and how it influences their usage patterns, focusing on
individual characteristics and group behaviors within the specific context of Punjab, India.
3.3 Sampling technique

3.3.1 Snowball sampling: This technique could be a supplementary approach for reaching specific
demographics or underbanked populations with limited access to traditional sampling methods.
Existing participants might recommend the study to others within their network who meet the criteria,
potentially reaching underrepresented groups
3.3.2 Multi stage sampling: This approach ensures regional representation and consideration of
potential bank preferences. Punjab will be divided into three regions (Majha (Amritsar), Doaba
(Jalandhar), Malwa (Ludhiana)). Within each region, a district with high user density for the chosen
banks (ICICI, HDFC, SBI, PNB) will be selected. Sampling units (bank branches, ATMs, public
spaces) will be identified in these districts, and participants will be randomly chosen (e.g., random

39
selection of branches or systematic selection of ATM visitors).
3.4Research methodology

3.4.1 Data collection: Structured Questionnaire

This study will utilize a survey method to gather primary data on customer perceptions of mobile

40
banking in Punjab, India. Structured questionnaires will be the key instrument, designed to capture
user opinions on various aspects of mobile banking services offered by specifically chosen banks. The
questionnaire will delve into four key areas: perceived usefulness, security, convenience, and trust
associated with these mobile banking platforms. By focusing on these core areas, the research aims to
gain a comprehensive understanding of customer perceptions within the specific context of Punjab and
the chosen banks. Kruskal-Wallis H Test, this non-parametric test will be used to assess if there are
significant differences in mobile banking usage patterns across more than two groups. It then compares
the distribution of ranks across the different groups to see if there is a statistically significant difference.
Mann-Whitney U Test, this non-parametric test will be used as a follow-up test if the Kruskal-Wallis’s
test reveals a significant difference. It can pinpoint which specific groups (e.g., Gender) differ in their
mobile banking usage.
3.4.2 Descriptive Statistics: MANOVA (Multivariate Analysis of Variance) through SPSS

This study will examine customer perceptions of mobile banking. It can handle multiple dependent variables
simultaneously (security and safety, convenience, trust) to assess if these perceptions differ based on the
bank used (ICICI, HDFC, SBI, PNB) or region (Majha (Amritsar), Doaba (Jalandhar), Malwa (Ludhiana)).
3.4.3 Factor analysis:

This technique will help to identify underlying factors influencing mobile banking usage. By analyzing
questionnaire responses, it can group related questions into core factors. These techniques will provide
a comprehensive understanding of customer perceptions and usage drivers within the context of
Punjab, India.
3.4.4 Expected Population for Sampling: 724 Respondents

This study will target approximately 724 respondents for participation. This will ensure data collection
from a broad range of individuals across the state, capturing their experiences with mobile banking
services offered by the four chosen banks (ICICI, HDFC, SBI, PNB).
3.4.5 Data analysis:

Descriptive statistics used to summarize customer perceptions towards various aspects of mobile
banking. And will be analysed using Statistical software like factor analysis and Manova.

41
 4 RESULTS AND DISCUSSION

Objective 1 - MANOVA
1. To study the customer perception towards mobile banking.

Table 4.1
Male 241 33.33%
Gender Female 240 33.20%
Transgender 242 33.47%
18-30 217 37.35%
30-40 200 27.64%
Age
40-50 162 22.41%
50&above 144 19.92%
Below Matric 237 32.79%
Post Matric 111 15.34%
Education
Graduate 100 13.82%
Postgraduate 275 38.05%
Below 5 lakhs 92 12.73%
5-10 lakh 299 41.37%
Income
10-15 lakh 326 45.07%
15&above lakh 6 0.83%
Student 69 9.53%
Self-employed 254 35.13%
Occupation
Employed 272 37.63%
Professional 128 17.71%
SBI 256 36.68%
PNB 268 37.05%
Banks
ICICI 176 24.33%
HDFC 14 1.94%

Table 4.1 Analysis

The data display the number of responses and percentage of demographics, (Age, Gender, Education, Income,
Occupation, and Banks).

Table 4.1.1
42
 Descriptive Statistics
Std.
Gender Mean N
Deviation
I feel trustworthy on the bank providing Male 3.90 1.856 241
me mobile banking services. Female 3.85 1.927 240
Transgender 3.69 1.888 242
Total 3.81 1.890 723
The information provided by my bank's Male 3.86 1.856 241
mobile banking services application is Female 3.82 1.920 240
trustworthy. Transgender 3.74 1.889 242
Total 3.81 1.887 723
The convenience and accuracy with Male 3.88 1.858 241
which transactions are completed using Female 3.84 1.923 240
mobile banking applications increase Transgender 3.69 1.891 242
my trust in the mobile banking service. Total 3.80 1.890 723
The product and services provided by Male 3.88 1.858 241
my bank under mobile banking is Female 3.85 1.915 240
authentic and trustworthy and reliable. Transgender 3.69 1.891 242
Total 3.81 1.888 723
I trust the bank to protect me from Male 3.88 1.858 241
fraudulent activities when using mobile Female 3.85 1.914 240
banking services. Transgender 3.69 1.891 242
Total 3.81 1.887 723
I am confident that the terms and Male 3.88 1.845 241
conditions presented by my mobile Female 3.85 1.919 240
banking application are clear and Transgender 3.65 1.875 242
transparent. Total 3.80 1.880 723
I feel convenient while making use of Male 3.90 1.856 241
mobile banking. Female 3.87 1.929 240
Transgender 3.69 1.888 242
Total 3.82 1.891 723
24*7 hours of service makes usage of Male 3.90 1.856 241
Mobile Banking so convenient. Female 3.85 1.927 240
Transgender 3.69 1.888 242
Total 3.81 1.890 723
Query handling process of Bank through Male 3.90 1.856 241
Mobile Banking services. Female 3.85 1.919 240
Transgender 3.69 1.888 242
Total 3.82 1.887 723
Mobile Banking makes my lifestyle Male 3.90 1.848 241
convenient and easy. Female 3.85 1.922 240
Transgender 3.67 1.871 242
Total 3.81 1.880 723
43
 I feel the customer service provided by Male 3.90 1.856 241
the Mobile Banking application is Female 3.85 1.922 240
responsive, helpful, and convenient. Transgender 3.69 1.888 242
Total 3.82 1.888 723
Mobile Banking applications offer Male 3.88 1.857 241
sufficient features and functions which Female 3.84 1.925 240
makes the convenient usage. Transgender 3.68 1.861 242
Total 3.80 1.881 723
I feel Secure when entering personal Male 3.90 1.856 241
information, such as passwords or PINs, Female 3.87 1.923 240
in the mobile banking application. Transgender 3.69 1.888 242
Total 3.82 1.889 723
There is no fear of losing the Male 3.90 1.856 241
information while making use of Mobile Female 3.87 1.929 240
Banking. Transgender 3.69 1.888 242
Total 3.82 1.891 723
I feel secure with the level of Male 3.90 1.856 241
transparency provided by my bank Female 3.85 1.922 240
regarding the security measures Transgender 3.69 1.888 242
implemented in their mobile banking Total 3.82 1.888 723
services.
I believe the mobile banking Male 3.90 1.856 241
application's security features align with Female 3.85 1.927 240
my personal expectations for a secure Transgender 3.69 1.888 242
and trustworthy financial service. Total 3.81 1.890 723
I believe that my bank adequately Male 3.90 1.856 241
educates and informs me about potential Female 3.86 1.918 240
security threats and best practices for Transgender 3.69 1.888 242
secure mobile banking usage Total 3.82 1.887 723
The bank is effectively address and Male 3.90 1.856 241
resolve security concerns raised by users Female 3.86 1.919 240
of the mobile banking application. Transgender 3.69 1.888 242
Total 3.82 1.888 723

Table 4.1.1 Analysis

Based on the results, customers are generally pleased with the mobile banking service offered by their banks,
giving overall ratings of about 3.81 out of 4. Out of the statements listed, users seem to be the most confident
about the bank's security efforts in the area of information input into the mobile banking application (statement 7).
But believe it or not, there is also smaller trust in the terms and conditions clearly stated in the mobile banking
application (original statement 3).

44
Table 4.1.2
Multivariate Testsa
F Hypothesis df Error df Sig. Partial Eta Squared
419.584b 7.000 713.000 .000 .805
419.584b 7.000 713.000 .000 .805
419.584b 7.000 713.000 .000 .805
419.584b 7.000 713.000 .000 .805
.885 21.000 2145.000 .611 .009
.884 21.000 2047.901 .613 .009
.883 21.000 2135.000 .615 .009
1.333c 7.000 715.000 .232 .013
a. Design: Intercept + V2
b. Exact statistic
c. The statistic is an upper bound on F that yields a lower bound on the significance level.

Table 4.1.2 Analysis

Based on the result, the presence of a multivariate effect (p-value < 0.001) with a large effect size (partial eta
squared = 0.805). So, because there is a strong statistics relationship between every variable tested and the one
that is an outcome, the graph is called regression.
The individual impacts (rows 5-8) may not seem as downing as the society impacts. Despite being statistically
significant (p-values < 0.05)", the impact sizes (partial eta squared equalling about 0.01") are much smaller. It is
implied that the other variables that could not be measured here and ones that have not been mentioned (V2 etc.)
could be more significant than the ones listed (V1, V3 etc.).

Table 4.1.3
Levene's Test of Equality of Error Variancesa
Levene
df1 df2 Sig.
Statistic
I feel trustworthy on Based on Mean .429 3 719 .732
the bank providing me Based on Median .366 3 719 .777

45
mobile banking Based on Median and .366 3 718.314 .777
services. with adjusted df
Based on trimmed mean .435 3 719 .728
The information Based on Mean .123 3 719 .946
provided by my Based on Median .121 3 719 .948
bank's mobile Based on Median and .121 3 718.072 .948
banking services with adjusted df
application is Based on trimmed mean .123 3 719 .946
trustworthy.
The convenience and Based on Mean .277 3 719 .842
accuracy with which Based on Median .235 3 719 .872
transactions are Based on Median and .235 3 718.170 .872
completed using with adjusted df
mobile banking Based on trimmed mean .281 3 719 .839
applications increase
my trust in the mobile
banking service.
The product and Based on Mean .232 3 719 .874
services provided by Based on Median .194 3 719 .900
my bank under mobile Based on Median and .194 3 718.047 .900
banking is authentic with adjusted df
and trustworthy and Based on trimmed mean .235 3 719 .872
reliable.
I trust the bank to Based on Mean .222 3 719 .881
protect me from Based on Median .177 3 719 .912
fraudulent activities Based on Median and .177 3 718.231 .912
when using mobile with adjusted df
banking services. Based on trimmed mean .226 3 719 .878
I am confident that the Based on Mean .265 3 719 .851
terms and conditions Based on Median .212 3 719 .888
presented by my Based on Median and .212 3 718.436 .888
mobile banking with adjusted df
application are clear Based on trimmed mean .270 3 719 .847
and transparent.

46
I feel convenient Based on Mean .430 3 719 .731
while making use of Based on Median .366 3 719 .777
mobile banking. Based on Median and .366 3 718.314 .777
with adjusted df
Based on trimmed mean .436 3 719 .727
24*7 hours of service Based on Mean .429 3 719 .732
makes usage of Based on Median .366 3 719 .777
Mobile Banking so Based on Median and .366 3 718.314 .777
convenient. with adjusted df
Based on trimmed mean .435 3 719 .728
Query handling Based on Mean .387 3 719 .762
process of Bank Based on Median .330 3 719 .803
through Mobile Based on Median and .330 3 718.194 .803
Banking services. with adjusted df
Based on trimmed mean .392 3 719 .759
Mobile Banking Based on Mean .310 3 719 .818
makes my lifestyle Based on Median .241 3 719 .867
convenient and easy. Based on Median and .241 3 718.548 .867
with adjusted df
Based on trimmed mean .317 3 719 .813
I feel the customer Based on Mean .408 3 719 .748
service provided by Based on Median .348 3 719 .791
the Mobile Banking Based on Median and .348 3 718.172 .791
application is with adjusted df
responsive, helpful, Based on trimmed mean .413 3 719 .744
and convenient.
Mobile Banking Based on Mean .174 3 719 .914
applications offer Based on Median .121 3 719 .948
sufficient features and Based on Median and .121 3 717.692 .948
functions which with adjusted df
makes the convenient Based on trimmed mean .180 3 719 .910
usage.
I feel Secure when Based on Mean .412 3 719 .745
entering personal Based on Median .348 3 719 .791
47
information, such as Based on Median and .348 3 718.172 .791
passwords or PINs, in with adjusted df
the mobile banking Based on trimmed mean .418 3 719 .740
application.
There is no fear of Based on Mean .430 3 719 .731
losing the information Based on Median .366 3 719 .777
while making use of Based on Median and .366 3 718.314 .777
Mobile Banking. with adjusted df
Based on trimmed mean .436 3 719 .727
I feel secure with the Based on Mean .408 3 719 .748
level of transparency Based on Median .348 3 719 .791
provided by my bank Based on Median and .348 3 718.172 .791
regarding the security with adjusted df
measures Based on trimmed mean .413 3 719 .744
implemented in their
mobile banking
services.
I believe the mobile Based on Mean .429 3 719 .732
banking application's Based on Median .366 3 719 .777
security features align Based on Median and .366 3 718.314 .777
with my personal with adjusted df
expectations for a Based on trimmed mean .435 3 719 .728
secure and
trustworthy financial
service.
I believe that my bank Based on Mean .377 3 719 .770
adequately educates Based on Median .314 3 719 .815
and informs me about Based on Median and .314 3 718.371 .815
potential security with adjusted df
threats and best Based on trimmed mean .383 3 719 .765
practices for secure
mobile banking usage
The bank is Based on Mean .394 3 719 .757
effectively address Based on Median .330 3 719 .803

48
 and resolve security Based on Median and .330 3 718.194 .803
concerns raised by with adjusted df
users of the mobile Based on trimmed mean .400 3 719 .753
banking application.
Tests the null hypothesis that the error variance of the dependent variable is equal across groups.
a. Design: Intercept + V2

Table 4.1.3 Analysis

Based on the result of Levene's test, is a way to be sure about the equality of variances within each question on
trust in mobile banking among different groups. For all of the cases, the significance value (Sig) is over 0.05 which
we cannot reject the null hypothesis. The absence of proof that the variances are different between groups shows
that they have approximately the same values.

Table 5.1
Between-Subjects Factors
N
Please provide your 1 217
age 2 200
3 162
4 144

Table 5.1 Analysis

The table demonstrates the quantity of people who are in 4 aggregate age categories The figures depicted here a
show fall in the number of people from each category. With the highest being in category 1 (217) and the least
being in category 4 (144). It can be interpreted as the young with the majority of that generation might use different
application if compare to the other generations. Nevertheless, more analysis is required to commit the age-
translated patterns of usage and preferences.

Table 5.1.1
Descriptive Statistics
Age Mean Std. Deviation N
18-30 3.74 1.900 217
I feel trustworthy on the bank 30-40 3.78 1.931 200
providing me mobile banking 40-50 3.85 1.866 162
services. 50&above 3.94 1.856 144
Total 3.81 1.890 723
18-30 3.72 1.882 217
49
 The information provided by 30-40 3.79 1.914 200
my bank's mobile banking 40-50 3.86 1.875 162
services application is 50&above 3.91 1.881 144
trustworthy. Total 3.81 1.887 723
The convenience and accuracy 18-30 3.71 1.901 217
with which transactions are 30-40 3.78 1.916 200
completed using mobile 40-50 3.83 1.882 162
banking applications increase 50&above 3.94 1.858 144
my trust in the mobile banking
Total 3.80 1.890 723
service.
18-30 3.72 1.892 217
The product and services
30-40 3.78 1.916 200
provided by my bank under
40-50 3.83 1.882 162
mobile banking is authentic
50&above 3.94 1.858 144
and trustworthy and reliable.
Total 3.81 1.888 723
18-30 3.73 1.892 217
I trust the bank to protect me 30-40 3.78 1.916 200
from fraudulent activities when 40-50 3.83 1.882 162
using mobile banking services. 50&above 3.94 1.858 144
Total 3.81 1.887 723
18-30 3.70 1.878 217
I am confident that the terms
30-40 3.76 1.908 200
and conditions presented by my
40-50 3.83 1.882 162
mobile banking application are
50&above 3.94 1.850 144
clear and transparent.
Total 3.80 1.880 723
18-30 3.76 1.904 217
30-40 3.78 1.931 200
I feel convenient while making
40-50 3.85 1.866 162
use of mobile banking.
50&above 3.94 1.856 144
Total 3.82 1.891 723
18-30 3.74 1.900 217
24*7 hours of service makes 30-40 3.78 1.931 200
usage of Mobile Banking so 40-50 3.85 1.866 162
convenient. 50&above 3.94 1.856 144
Total 3.81 1.890 723
18-30 3.75 1.892 217
Query handling process of 30-40 3.78 1.931 200
Bank through Mobile Banking 40-50 3.85 1.866 162
services. 50&above 3.94 1.856 144
Total 3.82 1.887 723
18-30 3.74 1.871 217
Mobile Banking makes my
30-40 3.77 1.924 200
lifestyle convenient and easy.
40-50 3.82 1.878 162
50
 50&above 3.94 1.846 144
Total 3.81 1.880 723
I feel the customer service 18-30 3.74 1.895 217
provided by the Mobile 30-40 3.78 1.931 200
Banking application is 40-50 3.85 1.866 162
responsive, helpful, and 50&above 3.94 1.856 144
convenient. Total 3.82 1.888 723
18-30 3.71 1.874 217
Mobile Banking applications
30-40 3.74 1.906 200
offer sufficient features and
40-50 3.84 1.878 162
functions which makes the
50&above 3.98 1.864 144
convenient usage.
Total 3.80 1.881 723
18-30 3.76 1.897 217
I feel Secure when entering
30-40 3.78 1.931 200
personal information, such as
40-50 3.85 1.866 162
passwords or PINs, in the
50&above 3.94 1.856 144
mobile banking application.
Total 3.82 1.889 723
18-30 3.76 1.904 217
There is no fear of losing the 30-40 3.78 1.931 200
information while making use 40-50 3.85 1.866 162
of Mobile Banking. 50&above 3.94 1.856 144
Total 3.82 1.891 723
I feel secure with the level of 18-30 3.74 1.895 217
transparency provided by my 30-40 3.78 1.931 200
bank regarding the security 40-50 3.85 1.866 162
measures implemented in their 50&above 3.94 1.856 144
mobile banking services. Total 3.82 1.888 723
I believe the mobile banking 18-30 3.74 1.900 217
application's security features 30-40 3.78 1.931 200
align with my personal 40-50 3.85 1.866 162
expectations for a secure and 50&above 3.94 1.856 144
trustworthy financial service. Total 3.81 1.890 723
I believe that my bank 18-30 3.75 1.891 217
adequately educates and 30-40 3.78 1.931 200
informs me about potential 40-50 3.85 1.866 162
security threats and best 50&above 3.94 1.856 144
practices for secure mobile
Total 3.82 1.887 723
banking usage
18-30 3.76 1.893 217
The bank is effectively address
30-40 3.78 1.931 200
and resolve security concerns
40-50 3.85 1.866 162
raised by users of the mobile
50&above 3.94 1.856 144
banking application.
Total 3.82 1.888 723
51
Table 5.1.1 Analysis
Based on the findings, customers are generally pleased with the mobile banking service offered by their banks,
giving overall ratings of about 3.81 out of 4. Out of the statements listed, users seem to be the most confident
about the bank's security efforts in the area of information input into the mobile banking application (statement 7).
But believe it or not, there is also smaller trust in the terms and conditions clearly stated in the mobile banking
application (original statement 3).

Table 5.1.2

Multivariate Testsa
Hypothesis Partial Eta
F Error df Sig.
df Squared
419.584b 7.000 713.000 .000 .805
b
419.584 7.000 713.000 .000 .805
b
419.584 7.000 713.000 .000 .805
b
419.584 7.000 713.000 .000 .805
.885 21.000 2145.000 .611 .009
.884 21.000 2047.901 .613 .009
.883 21.000 2135.000 .615 .009
c
1.333 7.000 715.000 .232 .013
a. Design: Intercept + V2
b. Exact statistic
c. The statistic is an upper bound on F that yields a lower bound on the significance level.

Table 5.1.2 Analysis

Based on the result, the presence of a multivariate effect (p-value < 0.001) with a large effect size (partial eta
squared = 0.805). So, because there is a strong statistics relationship between every variable tested and the one
that is an outcome, the graph is called regression. The individual impacts (rows 5-8) may not seem as downing as
the society impacts. Despite being statistically significant (p-values < 0.05)", the impact sizes (partial eta squared
equalling about 0.01") are much smaller. It is implied that the other variables that could not be measured here and
ones that have not been mentioned (V2 etc.) could be more significant than the ones listed (V1, V3 etc.).

Table 5.1.3
Levene's Test of Equality of Error Variancesa

52
 Levene
df1 df2 Sig.
Statistic
I feel trustworthy on the bank Based on Mean .429 3 719 .732
providing me mobile Based on Median .366 3 719 .777
banking services. Based on Median and .366 3 718.314 .777
with adjusted df
Based on trimmed mean .435 3 719 .728
The information provided by Based on Mean .123 3 719 .946
my bank's mobile banking Based on Median .121 3 719 .948
services application is Based on Median and .121 3 718.072 .948
trustworthy. with adjusted df
Based on trimmed mean .123 3 719 .946
The convenience and Based on Mean .277 3 719 .842
accuracy with which Based on Median .235 3 719 .872
transactions are completed Based on Median and .235 3 718.170 .872
using mobile banking with adjusted df
applications increase my Based on trimmed mean .281 3 719 .839
trust in the mobile banking
service.
The product and services Based on Mean .232 3 719 .874
provided by my bank under Based on Median .194 3 719 .900
mobile banking is authentic Based on Median and .194 3 718.047 .900
and trustworthy and reliable. with adjusted df
Based on trimmed mean .235 3 719 .872
I trust the bank to protect me Based on Mean .222 3 719 .881
from fraudulent activities Based on Median .177 3 719 .912
when using mobile banking Based on Median and .177 3 718.231 .912
services. with adjusted df
Based on trimmed mean .226 3 719 .878
I am confident that the terms Based on Mean .265 3 719 .851
and conditions presented by Based on Median .212 3 719 .888
my mobile banking Based on Median and .212 3 718.436 .888
application are clear and with adjusted df
transparent. Based on trimmed mean .270 3 719 .847
I feel convenient while Based on Mean .430 3 719 .731
making use of mobile Based on Median .366 3 719 .777
banking. Based on Median and .366 3 718.314 .777
with adjusted df
Based on trimmed mean .436 3 719 .727
24*7 hours of service makes Based on Mean .429 3 719 .732
usage of Mobile Banking so Based on Median .366 3 719 .777
convenient. Based on Median and .366 3 718.314 .777
with adjusted df

53
 Based on trimmed mean .435 3 719 .728
Query handling process of Based on Mean .387 3 719 .762
Bank through Mobile Based on Median .330 3 719 .803
Banking services. Based on Median and .330 3 718.194 .803
with adjusted df
Based on trimmed mean .392 3 719 .759
Mobile Banking makes my Based on Mean .310 3 719 .818
lifestyle convenient and Based on Median .241 3 719 .867
easy. Based on Median and .241 3 718.548 .867
with adjusted df
Based on trimmed mean .317 3 719 .813
I feel the customer service Based on Mean .408 3 719 .748
provided by the Mobile Based on Median .348 3 719 .791
Banking application is Based on Median and .348 3 718.172 .791
responsive, helpful, and with adjusted df
convenient. Based on trimmed mean .413 3 719 .744
Mobile Banking applications Based on Mean .174 3 719 .914
offer sufficient features and Based on Median .121 3 719 .948
functions which makes the Based on Median and .121 3 717.692 .948
convenient usage. with adjusted df
Based on trimmed mean .180 3 719 .910
I feel Secure when entering Based on Mean .412 3 719 .745
personal information, such Based on Median .348 3 719 .791
as passwords or PINs, in the Based on Median and .348 3 718.172 .791
mobile banking application. with adjusted df
Based on trimmed mean .418 3 719 .740
There is no fear of losing the Based on Mean .430 3 719 .731
information while making Based on Median .366 3 719 .777
use of Mobile Banking. Based on Median and .366 3 718.314 .777
with adjusted df
Based on trimmed mean .436 3 719 .727
I feel secure with the level of Based on Mean .408 3 719 .748
transparency provided by my Based on Median .348 3 719 .791
bank regarding the security Based on Median and .348 3 718.172 .791
measures implemented in with adjusted df
their mobile banking Based on trimmed mean .413 3 719 .744
services.
I believe the mobile banking Based on Mean .429 3 719 .732
application's security Based on Median .366 3 719 .777
features align with my Based on Median and .366 3 718.314 .777
personal expectations for a with adjusted df
secure and trustworthy Based on trimmed mean .435 3 719 .728
financial service.

54
 I believe that my bank Based on Mean .377 3 719 .770
adequately educates and Based on Median .314 3 719 .815
informs me about potential Based on Median and .314 3 718.371 .815
security threats and best with adjusted df
practices for secure mobile Based on trimmed mean .383 3 719 .765
banking usage
The bank is effectively Based on Mean .394 3 719 .757
address and resolve security Based on Median .330 3 719 .803
concerns raised by users of Based on Median and .330 3 718.194 .803
the mobile banking with adjusted df
application. Based on trimmed mean .400 3 719 .753
Tests the null hypothesis that the error variance of the dependent variable is equal across groups.
a. Design: Intercept + V2

Table 5.1.3 Analysis

Based on the result of Levene's test, is a way to be sure about the equality of variances within each question on
trust in mobile banking among different groups. For all of the cases, the significance value (Sig) is over 0.05 which
we cannot reject the null hypothesis. The absence of proof that the variances are different between groups shows
that they have approximately the same values.

Table 6.1
Between-Subjects Factors
N
Education 1 237
2 111
3 100
4 275

Table 6.1 Analysis

Based on results, the data presents the respondents' choice of mobile banking by the educational qualification.
What is striking is that the category 4 is one of the most popular with the 275 respondents, while the category 1
receives 237 respondents. Categorizations 2 and 3 contain 111 and 100 respondents respectively, which is lesser
than that in category 1. These results contribute to the understanding of the connection between the educational
level and preference toward mobile banking, and the banking institutions in future need to target such educational
strata for their banking services.

Table 6.1.1
55
 Descriptive Statistics
Education Mean Std. Deviation N
I feel trustworthy on the bank Below Matric 3.77 1.928 237
providing me mobile banking Post Matric 3.79 1.912 111
services. Graduate 3.81 1.824 100
Postgraduate 3.86 1.880 275
Total 3.81 1.890 723
The information provided by Below Matric 3.76 1.913 237
my bank's mobile banking Post Matric 3.81 1.881 111
services application is Graduate 3.82 1.839 100
trustworthy. Postgraduate 3.85 1.893 275
Total 3.81 1.887 723
The convenience and Below Matric 3.75 1.929 237
accuracy with which Post Matric 3.79 1.884 111
transactions are completed Graduate 3.78 1.851 100
using mobile banking Postgraduate 3.87 1.882 275
applications increase my trust Total 3.80 1.890 723
in the mobile banking service.
The product and services Below Matric 3.76 1.921 237
provided by my bank under Post Matric 3.79 1.884 111
mobile banking is authentic Graduate 3.78 1.851 100
and trustworthy and reliable. Postgraduate 3.87 1.882 275
Total 3.81 1.888 723
I trust the bank to protect me Below Matric 3.76 1.921 237
from fraudulent activities Post Matric 3.79 1.884 111
when using mobile banking Graduate 3.78 1.851 100
services. Postgraduate 3.87 1.882 275
Total 3.81 1.887 723
I am confident that the terms Below Matric 3.74 1.909 237
and conditions presented by Post Matric 3.76 1.869 111
my mobile banking Graduate 3.78 1.851 100
application are clear and Postgraduate 3.87 1.878 275
transparent. Total 3.80 1.880 723
I feel convenient while Below Matric 3.80 1.931 237
making use of mobile Post Matric 3.79 1.912 111
banking. Graduate 3.81 1.824 100
Postgraduate 3.86 1.880 275
Total 3.82 1.891 723
24*7 hours of service makes Below Matric 3.77 1.928 237
usage of Mobile Banking so Post Matric 3.79 1.912 111
convenient. Graduate 3.81 1.824 100
Postgraduate 3.86 1.880 275
56
 Total 3.81 1.890 723
Query handling process of Below Matric 3.78 1.921 237
Bank through Mobile Post Matric 3.79 1.912 111
Banking services. Graduate 3.81 1.824 100
Postgraduate 3.86 1.880 275
Total 3.82 1.887 723
Mobile Banking makes my Below Matric 3.77 1.902 237
lifestyle convenient and easy. Post Matric 3.78 1.899 111
Graduate 3.76 1.843 100
Postgraduate 3.87 1.876 275
Total 3.81 1.880 723
I feel the customer service Below Matric 3.78 1.923 237
provided by the Mobile Post Matric 3.79 1.912 111
Banking application is Graduate 3.81 1.824 100
responsive, helpful, and Postgraduate 3.86 1.880 275
convenient. Total 3.82 1.888 723
Mobile Banking applications Below Matric 3.75 1.905 237
offer sufficient features and Post Matric 3.71 1.865 111
functions which makes the Graduate 3.79 1.844 100
convenient usage. Postgraduate 3.88 1.886 275
Total 3.80 1.881 723
I feel Secure when entering Below Matric 3.79 1.925 237
personal information, such as Post Matric 3.79 1.912 111
passwords or PINs, in the Graduate 3.81 1.824 100
mobile banking application. Postgraduate 3.86 1.880 275
Total 3.82 1.889 723
There is no fear of losing the Below Matric 3.80 1.931 237
information while making use Post Matric 3.79 1.912 111
of Mobile Banking. Graduate 3.81 1.824 100
Postgraduate 3.86 1.880 275
Total 3.82 1.891 723
I feel secure with the level of Below Matric 3.78 1.923 237
transparency provided by my Post Matric 3.79 1.912 111
bank regarding the security Graduate 3.81 1.824 100
measures implemented in Postgraduate 3.86 1.880 275
their mobile banking services. Total 3.82 1.888 723
I believe the mobile banking Below Matric 3.77 1.928 237
application's security features Post Matric 3.79 1.912 111
align with my personal Graduate 3.81 1.824 100
expectations for a secure and Postgraduate 3.86 1.880 275
trustworthy financial service. Total 3.81 1.890 723
I believe that my bank Below Matric 3.78 1.920 237
adequately educates and Post Matric 3.79 1.912 111
57
 informs me about potential Graduate 3.81 1.824 100
security threats and best Postgraduate 3.86 1.880 275
practices for secure mobile Total 3.82 1.887 723
banking usage
The bank is effectively Below Matric 3.79 1.922 237
address and resolve security Post Matric 3.79 1.912 111
concerns raised by users of Graduate 3.81 1.824 100
the mobile banking Postgraduate 3.86 1.880 275
application. Total 3.82 1.888 723

Table 6.1.1 Analysis

Based on the result it shows, the amount of trust in mobile banking services does not depend on the educational
level of individuals. People with different levels of formal education (matric, post matric, graduate, postgraduate)
report scores that average out to be the same on all dimensions of trustworthiness. An instance would be the mean
score for feeling secure while providing personal details is 3.8 out of 4 across all educational groups.

Table 6.1.2
Multivariate Testsa
Hypothesis Partial Eta
Effect Value F Error df Sig.
df Squared
Intercept Pillai's Trace .775 350.16 7.000 713.000 .000 .775
4b
Wilks' Lambda .225 350.16 7.000 713.000 .000 .775
4b
Hotelling's 3.438 350.16 7.000 713.000 .000 .775
Trace 4b
Roy's Largest 3.438 350.16 7.000 713.000 .000 .775
Root 4b
V3 Pillai's Trace .026 .899 21.000 2145.000 .592 .009
Wilks' Lambda .974 .898 21.000 2047.901 .594 .009
Hotelling's .026 .896 21.000 2135.000 .596 .009
Trace
Roy's Largest .013 1.352c 7.000 715.000 .223 .013
Root

58
a. Design: Intercept + V3
b. Exact statistic
c. The statistic is an upper bound on F that yields a lower bound on the significance level

Table 6.1.3

Levene's Test of Equality of Error Variancesa

Levene
df1 df2 Sig.
Statistic
I feel trustworthy on the Based on Mean .521 3 719 .668
bank providing me Based on Median .501 3 719 .682
mobile banking services. Based on Median and .501 3 718.27 .682
with adjusted df 4
Based on trimmed .521 3 719 .668
mean
The information Based on Mean .329 3 719 .804
provided by my bank's Based on Median .331 3 719 .803
mobile banking services Based on Median and .331 3 718.13 .803
application is with adjusted df 9
trustworthy. Based on trimmed .328 3 719 .805
mean
The convenience and Based on Mean .442 3 719 .723
accuracy with which Based on Median .433 3 719 .729
transactions are Based on Median and .433 3 718.33 .729
completed using mobile with adjusted df 9
banking applications Based on trimmed .441 3 719 .724
increase my trust in the mean
mobile banking service.
The product and services Based on Mean .358 3 719 .784
provided by my bank Based on Median .359 3 719 .783
under mobile banking is Based on Median and .359 3 718.23 .783
with adjusted df 9

59
authentic and Based on trimmed .356 3 719 .785
trustworthy and reliable. mean
I trust the bank to protect Based on Mean .335 3 719 .800
me from fraudulent Based on Median .323 3 719 .809
activities when using Based on Median and .323 3 718.40 .809
mobile banking services. with adjusted df 5
Based on trimmed .335 3 719 .800
mean
I am confident that the Based on Mean .306 3 719 .821
terms and conditions Based on Median .285 3 719 .836
presented by my mobile Based on Median and .285 3 718.47 .836
banking application are with adjusted df 5
clear and transparent. Based on trimmed .306 3 719 .821
mean
I feel convenient while Based on Mean .518 3 719 .670
making use of mobile Based on Median .501 3 719 .682
banking. Based on Median and .501 3 718.27 .682
with adjusted df 4
Based on trimmed .518 3 719 .670
mean
24*7 hours of service Based on Mean .521 3 719 .668
makes usage of Mobile Based on Median .501 3 719 .682
Banking so convenient. Based on Median and .501 3 718.27 .682
with adjusted df 4
Based on trimmed .521 3 719 .668
mean
Query handling process Based on Mean .440 3 719 .725
of Bank through Mobile Based on Median .430 3 719 .732
Banking services. Based on Median and .430 3 718.17 .732
with adjusted df 5
Based on trimmed .439 3 719 .725
mean
Based on Mean .191 3 719 .903
Based on Median .167 3 719 .919
60
 Based on Median and .167 3 718.58 .919
Mobile Banking makes
with adjusted df 5
my lifestyle convenient
Based on trimmed .193 3 719 .901
and easy.
mean
I feel the customer Based on Mean .480 3 719 .696
service provided by the Based on Median .465 3 719 .707
Mobile Banking Based on Median and .465 3 718.15 .707
application is responsive, with adjusted df 1
helpful, and convenient. Based on trimmed .480 3 719 .696
mean
Mobile Banking Based on Mean .317 3 719 .813
applications offer Based on Median .297 3 719 .828
sufficient features and Based on Median and .297 3 717.96 .828
functions which makes with adjusted df 2
the convenient usage. Based on trimmed .318 3 719 .813
mean
I feel Secure when Based on Mean .484 3 719 .694
entering personal Based on Median .465 3 719 .707
information, such as Based on Median and .465 3 718.15 .707
passwords or PINs, in the with adjusted df 1
mobile banking Based on trimmed .484 3 719 .693
application. mean
There is no fear of losing Based on Mean .518 3 719 .670
the information while Based on Median .501 3 719 .682
making use of Mobile Based on Median and .501 3 718.27 .682
Banking. with adjusted df 4
Based on trimmed .518 3 719 .670
mean
I feel secure with the Based on Mean .480 3 719 .696
level of transparency Based on Median .465 3 719 .707
provided by my bank Based on Median and .465 3 718.15 .707
regarding the security with adjusted df 1
measures implemented Based on trimmed .480 3 719 .696
mean
61
 in their mobile banking
services.
I believe the mobile Based on Mean .521 3 719 .668
banking application's Based on Median .501 3 719 .682
security features align Based on Median and .501 3 718.27 .682
with my personal with adjusted df 4
expectations for a secure Based on trimmed .521 3 719 .668
and trustworthy financial mean
service.
I believe that my bank Based on Mean .416 3 719 .741
adequately educates and Based on Median .396 3 719 .756
informs me about Based on Median and .396 3 718.33 .756
potential security threats with adjusted df 5
and best practices for Based on trimmed .417 3 719 .741
secure mobile banking mean
usage
The bank is effectively Based on Mean .450 3 719 .717
address and resolve Based on Median .430 3 719 .732
security concerns raised Based on Median and .430 3 718.17 .732
by users of the mobile with adjusted df 5
banking application. Based on trimmed .450 3 719 .717
mean
Tests the null hypothesis that the error variance of the dependent variable is equal across groups.
a. Design: Intercept + V3

Table 6.1.3 Analysis

The output demonstrates Levene statistic, degrees of freedom and significance level for different versions of the
test (by mean, median etc.). With a bigger significance level (for example greater than 0.05) we cannot reject the
null hypothesis that the variances are likely equal across groups. The exact interpretation depends on the
significance level selected. However, most values in the "Sig." column are above 0.6, which probably show that
the variances in values of trust scores are the same for almost every group concerning all the aspects of the mobile
banking service.

62
Table 7.1
Between-Subjects Factors
N
Income 1 92
2 299
3 326
4 6

Table 7.1 Analysis

The result describes respondents' choices on mobile banking across the different income segments. Thus, a
significant number of respondents (326) choose category 3, and category 2 which is selected by 299 respondents
is the second most common choice. Category 1 carries 92 respondents, whilst category 4 displays the lowest
choice, which is only 6 respondents. Such information shows the mobile banking patronage depending on the
income level which is of high importance to financial institutions that are trying to modify the services to suit
different income groups.

Table 7.1.1

Descriptive Statistics
Std.
Income Mean N
Deviation
I feel trustworthy on the bank Below 5 lakh 3.73 1.916 92
providing me mobile banking 5-10 lakh 3.84 1.887 299
services. 10-15 lakh 3.82 1.895 326
15&above 4.00 1.789 6
Total 3.81 1.890 723
The information provided by Below 5 lakh 3.63 1.903 92
my bank's mobile banking 5-10 lakh 3.86 1.876 299
services application is 10-15 lakh 3.81 1.899 326
trustworthy. 15&above 4.00 1.789 6
Total 3.81 1.887 723
The convenience and Below 5 lakh 3.67 1.911 92
accuracy with which 5-10 lakh 3.84 1.890 299

63
transactions are completed 10-15 lakh 3.81 1.893 326
using mobile banking 15&above 4.00 1.789 6
applications increase my trust Total 3.80 1.890 723
in the mobile banking
service.
The product and services Below 5 lakh 3.67 1.911 92
provided by my bank under 5-10 lakh 3.85 1.883 299
mobile banking is authentic 10-15 lakh 3.81 1.893 326
and trustworthy and reliable. 15&above 4.00 1.789 6
Total 3.81 1.888 723
I trust the bank to protect me Below 5 lakh 3.67 1.911 92
from fraudulent activities 5-10 lakh 3.85 1.883 299
when using mobile banking 10-15 lakh 3.81 1.893 326
services. 15&above 4.00 1.789 6
Total 3.81 1.887 723
I am confident that the terms Below 5 lakh 3.63 1.874 92
and conditions presented by 5-10 lakh 3.84 1.871 299
my mobile banking 10-15 lakh 3.81 1.899 326
application are clear and 15&above 3.00 1.414 6
transparent. Total 3.80 1.880 723
I feel convenient while Below 5 lakh 3.73 1.916 92
making use of mobile 5-10 lakh 3.86 1.889 299
banking. 10-15 lakh 3.82 1.895 326
15&above 4.00 1.789 6
Total 3.82 1.891 723
24*7 hours of service makes Below 5 lakh 3.73 1.916 92
usage of Mobile Banking so 5-10 lakh 3.84 1.887 299
convenient. 10-15 lakh 3.82 1.895 326
15&above 4.00 1.789 6
Total 3.81 1.890 723
Query handling process of Below 5 lakh 3.73 1.916 92
Bank through Mobile 5-10 lakh 3.84 1.880 299
Banking services. 10-15 lakh 3.82 1.895 326

64
 15&above 4.00 1.789 6
Total 3.82 1.887 723
Mobile Banking makes my Below 5 lakh 3.78 1.862 92
lifestyle convenient and easy. 5-10 lakh 3.84 1.876 299
10-15 lakh 3.80 1.897 326
15&above 3.00 1.673 6
Total 3.81 1.880 723
I feel the customer service Below 5 lakh 3.73 1.916 92
provided by the Mobile 5-10 lakh 3.84 1.883 299
Banking application is 10-15 lakh 3.82 1.895 326
responsive, helpful, and 15&above 4.00 1.789 6
convenient. Total 3.82 1.888 723
Mobile Banking applications Below 5 lakh 3.58 1.888 92
offer sufficient features and 5-10 lakh 3.85 1.865 299
functions which makes the 10-15 lakh 3.81 1.899 326
convenient usage. 15&above 4.00 1.789 6
Total 3.80 1.881 723
I feel Secure when entering Below 5 lakh 3.73 1.916 92
personal information, such as 5-10 lakh 3.85 1.884 299
passwords or PINs, in the 10-15 lakh 3.82 1.895 326
mobile banking application. 15&above 4.00 1.789 6
Total 3.82 1.889 723
There is no fear of losing the Below 5 lakh 3.73 1.916 92
information while making 5-10 lakh 3.86 1.889 299
use of Mobile Banking. 10-15 lakh 3.82 1.895 326
15&above 4.00 1.789 6
Total 3.82 1.891 723
I feel secure with the level of Below 5 lakh 3.73 1.916 92
transparency provided by my 5-10 lakh 3.84 1.883 299
bank regarding the security 10-15 lakh 3.82 1.895 326
measures implemented in 15&above 4.00 1.789 6
their mobile banking Total 3.82 1.888 723
services.

65
 I believe the mobile banking Below 5 lakh 3.73 1.916 92
application's security features 5-10 lakh 3.84 1.887 299
align with my personal 10-15 lakh 3.82 1.895 326
expectations for a secure and 15&above 4.00 1.789 6
trustworthy financial service. Total 3.81 1.890 723
I believe that my bank Below 5 lakh 3.73 1.916 92
adequately educates and 5-10 lakh 3.85 1.880 299
informs me about potential 10-15 lakh 3.82 1.895 326
security threats and best 15&above 4.00 1.789 6
practices for secure mobile Total 3.82 1.887 723
banking usage
The bank is effectively Below 5 lakh 3.73 1.916 92
address and resolve security 5-10 lakh 3.85 1.881 299
concerns raised by users of 10-15 lakh 3.82 1.895 326
the mobile banking 15&above 4.00 1.789 6
application. Total 3.82 1.888 723

Table 7.1.1 Analysis

According to economic level, customers' faith in mobile banking varies: The ones who make more money often
note themselves more trustworthy. On the average, they evaluated their own honesty somewhat higher than people
who belong to the other end of socioeconomic spectrum. There are not many privacy concerns in any income
bracket: Constant standard deviation means that more people give a similar response. Data for the prosperous
category might not be trustworthy: Limitations to the generalizability of the results is due to low participation rate
of six people.

Table 7.1.2
Multivariate Testsa
Hypothesis Partial Eta
Effect Value F Error df Sig.
df Squared
Intercept Pillai's Trace .379 62.104b 7.000 713.000 .000 .379
Wilks' .621 62.104b 7.000 713.000 .000 .379
Lambda
66
 Hotelling's .610 62.104b 7.000 713.000 .000 .379
Trace
Roy's Largest .610 62.104b 7.000 713.000 .000 .379
Root
V5 Pillai's Trace .163 5.862 21.000 2145.000 .000 .054
Wilks' .841 6.055 21.000 2047.901 .000 .056
Lambda
Hotelling's .184 6.239 21.000 2135.000 .000 .058
Trace
Roy's Largest .154 15.733c 7.000 715.000 .000 .133
Root

Table 7.1.2 Analysis

The result shows a reliable multivariate effect (p- value = 0.000). Such forms a situation in which, if income is the
variable measured, then all the related trust parameters would have a strong statistical correlation. Despite that,
the effect size is only small to some extent. While regarding the argument of "Partial Eta Squared" we find that its
(approximately 0.38 to main effect) and (0.05-0.13 for V5)). In different models' case these values means that
income explains only from 38% to 58% of variation of the trust scores.

Table 7.1.3

Levene's Test of Equality of Error Variancesa

Levene
df1 df2 Sig.
Statistic
I feel trustworthy on Based on Mean .202 3 719 .895
the bank providing me Based on Median .166 3 719 .920
mobile banking Based on Median and .166 3 718.03 .920
services. with adjusted df 3
Based on trimmed .206 3 719 .893
mean
The information Based on Mean .243 3 719 .866
provided by my Based on Median .228 3 719 .877

67
bank's mobile Based on Median and .228 3 717.96 .877
banking services with adjusted df 8
application is Based on trimmed .245 3 719 .865
trustworthy. mean
The convenience and Based on Mean .203 3 719 .894
accuracy with which Based on Median .169 3 719 .918
transactions are Based on Median and .169 3 718.31 .918
completed using with adjusted df 0
mobile banking Based on trimmed .207 3 719 .892
applications increase mean
my trust in the mobile
banking service.
The product and Based on Mean .217 3 719 .884
services provided by Based on Median .181 3 719 .909
my bank under mobile Based on Median and .181 3 718.29 .909
banking is authentic with adjusted df 8
and trustworthy and Based on trimmed .221 3 719 .882
reliable. mean
I trust the bank to Based on Mean .223 3 719 .880
protect me from Based on Median .188 3 719 .905
fraudulent activities Based on Median and .188 3 718.31 .905
when using mobile with adjusted df 1
banking services. Based on trimmed .227 3 719 .878
mean
I am confident that the Based on Mean .889 3 719 .446
terms and conditions Based on Median .757 3 719 .519
presented by my Based on Median and .757 3 718.21 .519
mobile banking with adjusted df 2
application are clear Based on trimmed .900 3 719 .441
and transparent. mean
I feel convenient Based on Mean .204 3 719 .894
while making use of Based on Median .166 3 719 .920
mobile banking. Based on Median and .166 3 718.03 .920
with adjusted df 3
68
 Based on trimmed .207 3 719 .891
mean
24*7 hours of service Based on Mean .202 3 719 .895
makes usage of Based on Median .166 3 719 .920
Mobile Banking so Based on Median and .166 3 718.03 .920
convenient. with adjusted df 3
Based on trimmed .206 3 719 .893
mean
Query handling Based on Mean .219 3 719 .883
process of Bank Based on Median .180 3 719 .910
through Mobile Based on Median and .180 3 718.02 .910
Banking services. with adjusted df 1
Based on trimmed .222 3 719 .881
mean
Mobile Banking Based on Mean .261 3 719 .853
makes my lifestyle Based on Median .219 3 719 .883
convenient and easy. Based on Median and .219 3 718.95 .883
with adjusted df 5
Based on trimmed .266 3 719 .850
mean
I feel the customer Based on Mean .210 3 719 .890
service provided by Based on Median .172 3 719 .915
the Mobile Banking Based on Median and .172 3 718.01 .915
application is with adjusted df 9
responsive, helpful, Based on trimmed .213 3 719 .887
and convenient. mean
Mobile Banking Based on Mean .303 3 719 .823
applications offer Based on Median .261 3 719 .853
sufficient features and Based on Median and .261 3 714.97 .853
functions which with adjusted df 0
makes the convenient Based on trimmed .303 3 719 .823
usage. mean
I feel Secure when Based on Mean .210 3 719 .889
entering personal Based on Median .172 3 719 .915
69
information, such as Based on Median and .172 3 718.01 .915
passwords or PINs, in with adjusted df 9
the mobile banking Based on trimmed .214 3 719 .887
application. mean
There is no fear of Based on Mean .204 3 719 .894
losing the information Based on Median .166 3 719 .920
while making use of Based on Median and .166 3 718.03 .920
Mobile Banking. with adjusted df 3
Based on trimmed .207 3 719 .891
mean
I feel secure with the Based on Mean .210 3 719 .890
level of transparency Based on Median .172 3 719 .915
provided by my bank Based on Median and .172 3 718.01 .915
regarding the security with adjusted df 9
measures Based on trimmed .213 3 719 .887
implemented in their mean
mobile banking
services.
I believe the mobile Based on Mean .202 3 719 .895
banking application's Based on Median .166 3 719 .920
security features align Based on Median and .166 3 718.03 .920
with my personal with adjusted df 3
expectations for a Based on trimmed .206 3 719 .893
secure and mean
trustworthy financial
service.
I believe that my bank Based on Mean .226 3 719 .879
adequately educates Based on Median .189 3 719 .904
and informs me about Based on Median and .189 3 718.03 .904
potential security with adjusted df 4
threats and best Based on trimmed .229 3 719 .876
practices for secure mean
mobile banking usage
Based on Mean .218 3 719 .884

70
 The bank is Based on Median .180 3 719 .910
effectively address Based on Median and .180 3 718.02 .910
and resolve security with adjusted df 1
concerns raised by Based on trimmed .222 3 719 .881
users of the mobile mean
banking application.

Table 7.1.3 Analysis

The results determine the inconsistencies in income group distributions related to each trust determinant using
Levene's test. At this point, the null hypothesis which assumed the equal variance among most of a bulk of
variables (greater than 0.05) cannot be rejected. Some of them (e.g., "terms and conditions") can also show
different trust ratings within multiple income titles as a result of their little fluctuations. In view of this, trust scores
dissemination on the most valuable aspects for people of different income level is not different to a considerable
level.

Table 8.1
Between-Subjects Factors
N
Occupation 1 69
2 254
3 272
4 128

Table 8.1 Analysis

Based on the result, data is presented to specify the preferences of subjects' occupations concerning the four
categories. The findings show the largest group that consists of 272 respondents is category 3, followed by category
2 contributed by 254 respondents. Category 4 collects 128 votes whereas category 1 has the lowest as it sums up
to 69 respondents. Such results elicit the profile of occupational preferences of participants and reveals that
banking services is better addressed to the different occupational segments considering this profile.

Table 8.1.1

Descriptive Statistics

71
 Std.
Occupation Mean N
Deviation
I feel trustworthy on the bank Student 3.81 1.942 69
providing me mobile banking services. Self-Employed 3.85 1.881 254
Employed 3.82 1.897 272
Professional 3.73 1.884 128
Total 3.81 1.890 723
The information provided by my Student 3.77 1.919 69
bank's mobile banking services Self-Employed 3.86 1.874 254
application is trustworthy. Employed 3.82 1.900 272
Professional 3.70 1.884 128
Total 3.81 1.887 723
The convenience and accuracy with Student 3.72 1.932 69
which transactions are completed Self-Employed 3.85 1.876 254
using mobile banking applications Employed 3.82 1.909 272
increase my trust in the mobile Professional 3.72 1.874 128
banking service. Total 3.80 1.890 723
The product and services provided by Student 3.72 1.932 69
my bank under mobile banking is Self-Employed 3.85 1.876 254
authentic and trustworthy and reliable. Employed 3.83 1.902 272
Professional 3.72 1.874 128
Total 3.81 1.888 723
I trust the bank to protect me from Student 3.72 1.932 69
fraudulent activities when using Self-Employed 3.85 1.876 254
mobile banking services. Employed 3.83 1.901 272
Professional 3.72 1.874 128
Total 3.81 1.887 723
I am confident that the terms and Student 3.64 1.863 69
conditions presented by my mobile Self-Employed 3.84 1.880 254
banking application are clear and Employed 3.82 1.892 272
transparent. Professional 3.74 1.879 128
Total 3.80 1.880 723
Student 3.81 1.942 69

72
 Self-Employed 3.85 1.881 254
I feel convenient while making use of Employed 3.85 1.899 272
mobile banking. Professional 3.73 1.884 128
Total 3.82 1.891 723
24*7 hours of service makes usage of Student 3.81 1.942 69
Mobile Banking so convenient. Self-Employed 3.85 1.881 254
Employed 3.82 1.897 272
Professional 3.73 1.884 128
Total 3.81 1.890 723
Query handling process of Bank Student 3.81 1.942 69
through Mobile Banking services. Self-Employed 3.85 1.881 254
Employed 3.83 1.890 272
Professional 3.73 1.884 128
Total 3.82 1.887 723
Mobile Banking makes my lifestyle Student 3.78 1.870 69
convenient and easy. Self-Employed 3.83 1.884 254
Employed 3.83 1.886 272
Professional 3.73 1.884 128
Total 3.81 1.880 723
I feel the customer service provided by Student 3.81 1.942 69
the Mobile Banking application is Self-Employed 3.85 1.881 254
responsive, helpful, and convenient. Employed 3.83 1.893 272
Professional 3.73 1.884 128
Total 3.82 1.888 723
Mobile Banking applications offer Student 3.57 1.867 69
sufficient features and functions which Self-Employed 3.85 1.868 254
makes the convenient usage. Employed 3.85 1.895 272
Professional 3.73 1.894 128
Total 3.80 1.881 723
I feel Secure when entering personal Student 3.81 1.942 69
information, such as passwords or Self-Employed 3.85 1.881 254
PINs, in the mobile banking Employed 3.84 1.894 272
application. Professional 3.73 1.884 128

73
 Total 3.82 1.889 723
There is no fear of losing the Student 3.81 1.942 69
information while making use of Self-Employed 3.85 1.881 254
Mobile Banking. Employed 3.85 1.899 272
Professional 3.73 1.884 128
Total 3.82 1.891 723
I feel secure with the level of Student 3.81 1.942 69
transparency provided by my bank Self-Employed 3.85 1.881 254
regarding the security measures Employed 3.83 1.893 272
implemented in their mobile banking Professional 3.73 1.884 128
services. Total 3.82 1.888 723
I believe the mobile banking Student 3.81 1.942 69
application's security features align Self-Employed 3.85 1.881 254
with my personal expectations for a Employed 3.82 1.897 272
secure and trustworthy financial Professional 3.73 1.884 128
service. Total 3.81 1.890 723
I believe that my bank adequately Student 3.81 1.942 69
educates and informs me about Self-Employed 3.85 1.881 254
potential security threats and best Employed 3.83 1.890 272
practices for secure mobile banking Professional 3.73 1.884 128
usage Total 3.82 1.887 723
The bank is effectively address and Student 3.81 1.942 69
resolve security concerns raised by Self-Employed 3.85 1.881 254
users of the mobile banking Employed 3.84 1.891 272
application. Professional 3.73 1.884 128
Total 3.82 1.888 723

Table 8.1.1 Analysis

An occupation wise mobile banking services trust table is provided below: There are four groups: Students,
Freelancers, Employees and Professionals. In most cases, the trust ratings were found to be at the similar levels
(average around 3.8 on a 4-point scale) for all the groups, and the standard deviation was around 1.9. Trust in
issues such as convenience and security is found across all kinds of occupations. The difference might be minor,
like students trusting mobile banking less than other groups trust the mobile banking applications (e.g., students
74
see mobile banking features to be less sufficient). Updated, the figures suggest that occupation does not affect trust
in mobile banking markedly.

Table 8.1.2

Multivariate Testsa
Hypothesis Partial Eta
Effect Value F Error df Sig.
df Squared
Intercept Pillai's Trace .754 311.95 7.000 713.00 .000 .754
9b 0
Wilks' Lambda .246 311.95 7.000 713.00 .000 .754
9b 0
Hotelling's 3.063 311.95 7.000 713.00 .000 .754
Trace 9b 0
Roy's Largest 3.063 311.95 7.000 713.00 .000 .754
Root 9b 0
V4 Pillai's Trace .043 1.468 21.000 2145.0 .078 .014
00
Wilks' Lambda .958 1.474 21.000 2047.9 .076 .014
01
Hotelling's .044 1.479 21.000 2135.0 .074 .014
Trace 00
Roy's Largest .033 3.358c 7.000 715.00 .002 .032
Root 0
a. Design: Intercept + V4
b. Exact statistic
c. The statistic is an upper bound on F that yields a lower bound on the significance level.

Table 8.1.2 Analysis

The table shows two sets of multivariate tests: there (it) is first (the first) one for the overall model (Intercept) and
one (it) for the effect on education level (V4). The Intercept tests present virtually an overwhelming effect (p-
value < 0.001) on the credibility of mobile banking for both low-skilled and highly educated respondents. Those
pie-charts (Pillai's Trace, Wilks' Lambda, etc.) are absolutely significant statistics. tests V4- Education tests, which

75
concentrate on the issue of education level, provide data that are weaker. The p-value (0.078) for Pillai's Trace is
on the boundary of significance, so are all others with the same directions. Such a finding supports the existence
of a low impact of education on mobile banking trust, while the larger sample size and strong results in favour of
education's influence on mobile banking trust are needed to draw the conclusion with certainties.

Table 8.1.3
Levene's Test of Equality of Error Variancesa
Levene
df1 df2 Sig.
Statistic
I feel trustworthy on the Based on Mean .017 3 719 .997
bank providing me mobile Based on Median .013 3 719 .998
banking services. Based on Median and .013 3 717.37 .998
with adjusted df 4
Based on trimmed mean .017 3 719 .997
The information provided Based on Mean .047 3 719 .986
by my bank's mobile Based on Median .036 3 719 .991
banking services Based on Median and .036 3 717.79 .991
application is trustworthy. with adjusted df 5
Based on trimmed mean .049 3 719 .986
The convenience and Based on Mean .083 3 719 .970
accuracy with which Based on Median .058 3 719 .982
transactions are completed Based on Median and .058 3 717.32 .982
using mobile banking with adjusted df 1
applications increase my Based on trimmed mean .085 3 719 .968
trust in the mobile banking
service.
The product and services Based on Mean .052 3 719 .984
provided by my bank under Based on Median .036 3 719 .991
mobile banking is authentic Based on Median and .036 3 717.28 .991
and trustworthy and with adjusted df 7
reliable. Based on trimmed mean .054 3 719 .984
I trust the bank to protect Based on Mean .043 3 719 .988
me from fraudulent Based on Median .027 3 719 .994

76
activities when using Based on Median and .027 3 717.33 .994
mobile banking services. with adjusted df 4
Based on trimmed mean .045 3 719 .987
I am confident that the Based on Mean .071 3 719 .975
terms and conditions Based on Median .057 3 719 .982
presented by my mobile Based on Median and .057 3 717.71 .982
banking application are with adjusted df 2
clear and transparent. Based on trimmed mean .073 3 719 .974
I feel convenient while Based on Mean .014 3 719 .998
making use of mobile Based on Median .013 3 719 .998
banking. Based on Median and .013 3 717.37 .998
with adjusted df 4
Based on trimmed mean .015 3 719 .998
24*7 hours of service Based on Mean .017 3 719 .997
makes usage of Mobile Based on Median .013 3 719 .998
Banking so convenient. Based on Median and .013 3 717.37 .998
with adjusted df 4
Based on trimmed mean .017 3 719 .997
Query handling process of Based on Mean .007 3 719 .999
Bank through Mobile Based on Median .008 3 719 .999
Banking services. Based on Median and .008 3 717.34 .999
with adjusted df 8
Based on trimmed mean .007 3 719 .999
Mobile Banking makes my Based on Mean .046 3 719 .987
lifestyle convenient and Based on Median .053 3 719 .984
easy. Based on Median and .053 3 718.56 .984
with adjusted df 1
Based on trimmed mean .045 3 719 .987
I feel the customer service Based on Mean .011 3 719 .998
provided by the Mobile Based on Median .010 3 719 .999
Banking application is Based on Median and .010 3 717.34 .999
responsive, helpful, and with adjusted df 4
convenient. Based on trimmed mean .011 3 719 .998

77
Mobile Banking Based on Mean .071 3 719 .976
applications offer sufficient Based on Median .058 3 719 .982
features and functions Based on Median and .058 3 715.23 .982
which makes the with adjusted df 0
convenient usage. Based on trimmed mean .074 3 719 .974
I feel Secure when entering Based on Mean .010 3 719 .999
personal information, such Based on Median .010 3 719 .999
as passwords or PINs, in Based on Median and .010 3 717.34 .999
the mobile banking with adjusted df 4
application. Based on trimmed mean .011 3 719 .999
There is no fear of losing Based on Mean .014 3 719 .998
the information while Based on Median .013 3 719 .998
making use of Mobile Based on Median and .013 3 717.37 .998
Banking. with adjusted df 4
Based on trimmed mean .015 3 719 .998
I feel secure with the level Based on Mean .011 3 719 .998
of transparency provided Based on Median .010 3 719 .999
by my bank regarding the Based on Median and .010 3 717.34 .999
security measures with adjusted df 4
implemented in their Based on trimmed mean .011 3 719 .998
mobile banking services.
I believe the mobile Based on Mean .017 3 719 .997
banking application's Based on Median .013 3 719 .998
security features align with Based on Median and .013 3 717.37 .998
my personal expectations with adjusted df 4
for a secure and trustworthy Based on trimmed mean .017 3 719 .997
financial service.
I believe that my bank Based on Mean .006 3 719 .999
adequately educates and Based on Median .008 3 719 .999
informs me about potential Based on Median and .008 3 717.38 .999
security threats and best with adjusted df 2
practices for secure mobile Based on trimmed mean .006 3 719 .999
banking usage
Based on Mean .007 3 719 .999

78
 The bank is effectively Based on Median .008 3 719 .999
address and resolve Based on Median and .008 3 717.34 .999
security concerns raised by with adjusted df 8
users of the mobile banking Based on trimmed mean .008 3 719 .999
application.
Tests the null hypothesis that the error variance of the dependent variable is equal across groups.

Table 8.1.3 analysis

There is no statistical significance for majority of the questions in terms of the variances of trust ratings based on
the education group (p-value > 0.05). That is laid down by the "Sig." column high values (> 0.95) for tests "Based
on Mean" and "Based on Median". Only in a few cases (like a mobile banking feature and ease of use), such
differences can be seen, however not very conspicuously. Such implies that the effect of education on trust of
mobile banking is equally possible, irrespective of whether mobile banking trust level increases or reduces.

Table 9.1
Between-Subjects Factors
N
Which bank do you 1 265
prefer for mobile 2 268
banking? 3 176
4 14

Table 9.1 Analysis

Based on the SPPS results run on respondents' choices of mobile banking among 4 banks showed strong different
opinions. Bank 2 with 268 people’s choice, and Bank 1 with exactly 265 preferences. The Bank 3 was the most
frequented as it got a total of 176 responses and the Bank 4 was the least preferred with only 14 people going for
it. It is clearly seen from the chart that there are many diverse levels of appeal. This initiates the process of
improvement of mobile banking services.
Table 9.1.1
Descriptive Statistics

79
 Std.
Bank Mean Deviatio N
n
I feel trustworthy on State bank of India 3.80 1.884 265
the bank providing me (SBI)
mobile banking Punjab National Bank 3.79 1.918 268
services. (PNB)
Industrial Credit and 3.89 1.891 176
Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.81 1.890 723
The information State bank of India 3.80 1.887 265
provided by my bank's (SBI)
mobile banking Punjab National Bank 3.80 1.915 268
services application is (PNB)
trustworthy. Industrial Credit and 3.86 1.869 176
Investment Corporation
of India Bank (ICICI)
Housing Development 3.50 1.698 14
Finance
Corporation (HDFC)
Total 3.81 1.887 723
The convenience and State bank of India 3.81 1.884 265
accuracy with which (SBI)
transactions are Punjab National Bank 3.79 1.918 268
completed using (PNB)
mobile banking Industrial Credit and 3.83 1.893 176
applications increase Investment Corporation
of India Bank (ICICI)

80
my trust in the mobile Housing Development 3.64 1.598 14
banking service. Finance
Corporation (HDFC)
Total 3.80 1.890 723
The product and State bank of India 3.82 1.877 265
services provided by (SBI)
my bank under mobile Punjab National Bank 3.79 1.918 268
banking is authentic (PNB)
and trustworthy and Industrial Credit and 3.83 1.893 176
reliable. Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.81 1.888 723
I trust the bank to State bank of India 3.82 1.876 265
protect me from (SBI)
fraudulent activities Punjab National Bank 3.79 1.918 268
when using mobile (PNB)
banking services. Industrial Credit and 3.83 1.893 176
Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.81 1.887 723
I am confident that the State bank of India 3.78 1.875 265
terms and conditions (SBI)
presented by my Punjab National Bank 3.79 1.914 268
mobile banking (PNB)
application are clear Industrial Credit and 3.85 1.874 176
and transparent. Investment Corporation
of India Bank (ICICI)

81
 Housing Development 3.57 1.505 14
Finance
Corporation (HDFC)
Total 3.80 1.880 723
I feel convenient while State bank of India 3.82 1.886 265
making use of mobile (SBI)
banking. Punjab National Bank 3.79 1.918 268
(PNB)
Industrial Credit and 3.89 1.891 176
Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.891 723
24*7 hours of service State bank of India 3.80 1.884 265
makes usage of (SBI)
Mobile Banking so Punjab National Bank 3.79 1.918 268
convenient. (PNB)
Industrial Credit and 3.89 1.891 176
Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.81 1.890 723
Query handling State bank of India 3.80 1.877 265
process of Bank (SBI)
through Mobile Punjab National Bank 3.79 1.918 268
Banking services. (PNB)
Industrial Credit and 3.89 1.891 176
Investment Corporation
of India Bank (ICICI)

82
 Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.887 723
Mobile Banking State bank of India 3.81 1.856 265
makes my lifestyle (SBI)
convenient and easy. Punjab National Bank 3.79 1.916 268
(PNB)
Industrial Credit and 3.87 1.885 176
Investment Corporation
of India Bank (ICICI)
Housing Development 3.36 1.692 14
Finance
Corporation (HDFC)
Total 3.81 1.880 723
I feel the customer State bank of India 3.80 1.879 265
service provided by (SBI)
the Mobile Banking Punjab National Bank 3.79 1.918 268
application is (PNB)
responsive, helpful, Industrial Credit and 3.89 1.891 176
and convenient. Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.888 723
Mobile Banking State bank of India 3.78 1.863 265
applications offer (SBI)
sufficient features and Punjab National Bank 3.78 1.913 268
functions which makes (PNB)
the convenient usage. Industrial Credit and 3.84 1.888 176
Investment Corporation
of India Bank (ICICI)

83
 Housing Development 4.00 1.664 14
Finance
Corporation (HDFC)
Total 3.80 1.881 723
I feel Secure when State bank of India 3.82 1.881 265
entering personal (SBI)
information, such as Punjab National Bank 3.79 1.918 268
passwords or PINs, in (PNB)
the mobile banking Industrial Credit and 3.89 1.891 176
application. Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.889 723
There is no fear of State bank of India 3.82 1.886 265
losing the information (SBI)
while making use of Punjab National Bank 3.79 1.918 268
Mobile Banking. (PNB)
Industrial Credit and 3.89 1.891 176
Investment Corporation
of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.891 723
I feel secure with the State bank of India 3.80 1.879 265
level of transparency (SBI)
provided by my bank Punjab National Bank 3.79 1.918 268
regarding the security (PNB)
measures implemented Industrial Credit and 3.89 1.891 176
in their mobile Investment Corporation
banking services. of India Bank (ICICI)

84
 Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.888 723
I believe the mobile State bank of India 3.80 1.884 265
banking application's (SBI)
security features align Punjab National Bank 3.79 1.918 268
with my personal (PNB)
expectations for a Industrial Credit and 3.89 1.891 176
secure and trustworthy Investment Corporation
financial service. of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.81 1.890 723
I believe that my bank State bank of India 3.81 1.876 265
adequately educates (SBI)
and informs me about Punjab National Bank 3.79 1.918 268
potential security (PNB)
threats and best Industrial Credit and 3.89 1.891 176
practices for secure Investment Corporation
mobile banking usage of India Bank (ICICI)
Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.887 723
The bank is effectively State bank of India 3.81 1.877 265
address and resolve (SBI)
security concerns Punjab National Bank 3.79 1.918 268
raised by users of the (PNB)
mobile banking Industrial Credit and 3.89 1.891 176
application. Investment Corporation
of India Bank (ICICI)

85
 Housing Development 3.64 1.598 14
Finance
Corporation (HDFC)
Total 3.82 1.888 723

Table 9.1.1 Analysis

Customers from different banks generally find the same levels of acceptance to mobile banking options, and often
rate them with an average score of 3.8 on a 4-point scale. There are variations to the level of trust - SBI and PNB
had lower trust towards information and security, and lower trust towards security in the case of HDFC, but the
sample size of the latter was small, the chance of the results being reliable might not be high.
Table 9.1.2

Multivariate Testsa
Hypothesis Error Partial Eta
Effect Value F Sig.
df df Squared
Intercept Pillai's Trace .527 113.69 7.000 713.00 .000 .527
2b 0
Wilks' .473 113.69 7.000 713.00 .000 .527
Lambda 2b 0
Hotelling's 1.116 113.69 7.000 713.00 .000 .527
Trace 2b 0
Roy's Largest 1.116 113.69 7.000 713.00 .000 .527
Root 2b 0
V6 Pillai's Trace .077 2.707 21.000 2145.0 .000 .026
00
Wilks' .924 2.736 21.000 2047.9 .000 .026
Lambda 01
Hotelling's .082 2.763 21.000 2135.0 .000 .026
Trace 00
Roy's Largest .064 6.585c 7.000 715.00 .000 .061
Root 0
a. Design: Intercept + V6
b. Exact statistic

86
 a. The statistic is an upper bound on F that yields a lower bound on the significance level

Table 9.1.2 Analysis

The results shows that the role of the mobile banking trust was significant, but the factor of (V6) was probably not
significant. Here's why: All the "Intercept" analysis shows highly significant p-values of 0.000. This indicates the
trust depends on something other than V6. P-values of V6 tests vary from 0.000 to 0.026. Although, they are not
very powerful. There may be minor trends (p-values a 0.000 for Pillai's Trace, Wilks' Lambda, and Hotelling's
Trace), but they are not statistically credible enough to guarantee that V6 has significant impact.

Table 9.1.3
Levene's Test of Equality of Error Variancesa
Levene df1 df2 Sig.
Statistic
I feel trustworthy on Based on Mean .486 3 719 .692
the bank providing me Based on Median .398 3 719 .754
mobile banking Based on Median and .398 3 716.57 .754
services. with adjusted df 8
Based on trimmed .494 3 719 .686
mean
The information Based on Mean .374 3 719 .772
provided by my Based on Median .446 3 719 .720
bank's mobile Based on Median and .446 3 718.66 .720
banking services with adjusted df 6
application is Based on trimmed .380 3 719 .767
trustworthy. mean
The convenience and Based on Mean .473 3 719 .701
accuracy with which Based on Median .391 3 719 .759
transactions are Based on Median and .391 3 716.45 .759
completed using with adjusted df 2
mobile banking Based on trimmed .481 3 719 .695
applications increase mean

87
my trust in the mobile
banking service.
The product and Based on Mean .492 3 719 .688
services provided by Based on Median .408 3 719 .748
my bank under mobile Based on Median and .408 3 716.43 .748
banking is authentic with adjusted df 6
and trustworthy and Based on trimmed .500 3 719 .682
reliable. mean
I trust the bank to Based on Mean .499 3 719 .683
protect me from Based on Median .417 3 719 .741
fraudulent activities Based on Median and .417 3 716.45 .741
when using mobile with adjusted df 4
banking services. Based on trimmed .507 3 719 .678
mean
I am confident that the Based on Mean .944 3 719 .419
terms and conditions Based on Median 1.082 3 719 .356
presented by my Based on Median and 1.082 3 718.59 .356
mobile banking with adjusted df 6
application are clear Based on trimmed .954 3 719 .414
and transparent. mean
I feel convenient Based on Mean .485 3 719 .693
while making use of Based on Median .398 3 719 .754
mobile banking. Based on Median and .398 3 716.57 .754
with adjusted df 8
Based on trimmed .494 3 719 .687
mean
24*7 hours of service Based on Mean .486 3 719 .692
makes usage of Based on Median .398 3 719 .754
Mobile Banking so Based on Median and .398 3 716.57 .754
convenient. with adjusted df 8
Based on trimmed .494 3 719 .686
mean
Query handling Based on Mean .505 3 719 .679
process of Bank Based on Median .418 3 719 .740
88
through Mobile Based on Median and .418 3 716.61 .740
Banking services. with adjusted df 1
Based on trimmed .513 3 719 .673
mean
Mobile Banking Based on Mean .518 3 719 .670
makes my lifestyle Based on Median .564 3 719 .639
convenient and easy. Based on Median and .564 3 718.82 .639
with adjusted df 0
Based on trimmed .526 3 719 .664
mean
I feel the customer Based on Mean .495 3 719 .686
service provided by Based on Median .408 3 719 .748
the Mobile Banking Based on Median and .408 3 716.61 .748
application is with adjusted df 4
responsive, helpful, Based on trimmed .504 3 719 .680
and convenient. mean
Mobile Banking Based on Mean .350 3 719 .789
applications offer Based on Median .595 3 719 .618
sufficient features and Based on Median and .595 3 706.88 .618
functions which with adjusted df 3
makes the convenient Based on trimmed .370 3 719 .775
usage. mean
I feel Secure when Based on Mean .494 3 719 .687
entering personal Based on Median .408 3 719 .748
information, such as Based on Median and .408 3 716.61 .748
passwords or PINs, in with adjusted df 4
the mobile banking Based on trimmed .503 3 719 .681
application. mean
There is no fear of Based on Mean .485 3 719 .693
losing the information Based on Median .398 3 719 .754
while making use of Based on Median and .398 3 716.57 .754
Mobile Banking. with adjusted df 8
Based on trimmed .494 3 719 .687
mean
89
 I feel secure with the Based on Mean .495 3 719 .686
level of transparency Based on Median .408 3 719 .748
provided by my bank Based on Median and .408 3 716.61 .748
regarding the security with adjusted df 4
measures Based on trimmed .504 3 719 .680
implemented in their mean
mobile banking
services.
I believe the mobile Based on Mean .486 3 719 .692
banking application's Based on Median .398 3 719 .754
security features align Based on Median and .398 3 716.57 .754
with my personal with adjusted df 8
expectations for a Based on trimmed .494 3 719 .686
secure and mean
trustworthy financial
service.
I believe that my bank Based on Mean .511 3 719 .675
adequately educates Based on Median .428 3 719 .733
and informs me about Based on Median and .428 3 716.56 .733
potential security with adjusted df 5
threats and best Based on trimmed .520 3 719 .669
practices for secure mean
mobile banking usage
The bank is Based on Mean .503 3 719 .681
effectively address Based on Median .418 3 719 .740
and resolve security Based on Median and .418 3 716.61 .740
concerns raised by with adjusted df 1
users of the mobile Based on trimmed .511 3 719 .675
banking application. mean
Tests the null hypothesis that the error variance of the dependent variable is equal across groups.
a. Design: Intercept + V6

Table 9.1.3 Analysis

The result reveals Levene's tests on the mobile banking inquiry pertaining to trust in specific questions. The

90
questionnaire then tests if banks of different clusters have equal deviation in trust scores. Here is the key point: As
most cases provide support for the statement of equal variances (p-value more than 0.05), there is no need to reject
the assumption. Thus, it can be stated that it is possible to perform the statistical analysis by format of the tests
which implies equal variances. The test regarding of "terms and conditions" has a high p-value (probably it is 0.4)
but given this, go ahead cautiously. Levene's test may be sensitive to outliers, and as the terms and conditions
being used mean the variances could have patterns that need to be investigated.

Objective 2 – Factor Analysis

Table 10
Demographics Statistical Test Comfortable Convenient Ease of access Security
Mann-Whitney U 6 5 4 3
Gender Test Statistics 2 2 1 1
Sig. .538 .368
Mann-Whitney U 6 5 4 3
Test Statistics 1 1 1 1
Age Group
Sig. .380 1

Kruskal-Wallis 6 5 4 3
Education
Test Statistics 3 3 3
Qualification
Sig. .934 .849
Kruskal-Wallis 6 5 4 3
Occupational
Test Statistics 2 1 1 1
Status
Sig. .343 .480
Kruskal-Wallis 6 5 4 3
Annual
Test Statistics 2 1 1 1
Income
Sig. .304 1
Kruskal-Wallis 6 5 4 3
Bank Test Statistics 2 2 2 2
Sig. .888 .766

Table 10 Analysis
The statistical analysis indicates that attitudes towards mobile banking are consistent across many demographic
groups. The results of the Mann-Whitney U and Kruskal-Wallis tests indicate that the p-values for gender, age
group, education level, occupation, yearly income, and bank are not statistically significant (p > 0.05). This
91
indicates that the opinions of respondents about the comfort, convenience, ease of access, and security of mobile
banking are not significantly influenced by factors such as gender, age, education, occupation, income, or choice
of bank. Therefore, it appears that the audience being examined holds a comparable perception of mobile banking
across different demographic groups.

Table 10.1

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .857
Bartlett's Test of Sphericity Approx. Chi-Square 28780.438
df 153
Sig. .000

Table 10.1 Analysis

Kaiser-Meyer-Olkin (KMO) Measure of Sampling Adequacy:
Analysis: The KMO value of 0.857 indicates that the variables in your dataset are sufficiently related for factor
analysis. This value is well above the threshold of 0.5, indicating that factor analysis is appropriate for your data.
Interpretation: The high KMO value suggests that there is a strong correlation between the variables in your
dataset. This implies that the variables are likely to be well represented by a smaller number of factors, supporting
the use of factor analysis.
Bartlett's Test of Sphericity:
Analysis: The significance value (Sig. = 0.000) from Bartlett's test indicates that the correlation matrix is
significantly different from an identity matrix. This means that the variables in your dataset are sufficiently
correlated for factor analysis.
Interpretation: A significant result in Bartlett's test is desirable for factor analysis. The significant p-value suggests
that the variables in your dataset are not independent and are suitable for factor analysis.

Table 10.1.1
Communalities

Initial Extraction

92
Using mobile banking services to manage my savings is easy to 1.000 .825
access.
I am comfortable when making use of mobile banking services. 1.000 .941
Mobile banking saves my time over regular payment methods. 1.000 .930
The availability of 24-hour customer care through mobile 1.000 .920
banking applications improves my opinion of the service.
Mobile banking makes it simple for me to use and navigate. 1.000 .976
Regarding my banking requirements, mobile banking 1.000 .751
applications provide enough features and functionality.
I find it easy to navigate through the mobile banking 1.000 .982
application.
I don’t need to go Bank and stand in long ques. 1.000 .974
I feel high status when making use of Mobile Banking. 1.000 .976
Peer influence (e.g., recommendations from friends or family) 1.000 .960
affects my adoption on usage of mobile banking.
I find mobile banking is a cost-effective as compared to 1.000 .851
traditional banking methods.
I utilize the mobile banking application for financial planning 1.000 .926
or tracking my expenses.
I am getting number of different product and services provided 1.000 .879
by my bank under one roof.
I can easily navigate through the main features and services 1.000 .961
offered by my mobile banking application.
The user interface of my mobile banking application contributes 1.000 .977
to its ease of use.
I can quickly complete a basic transaction, such as transferring 1.000 .979
money or checking my balance, using my mobile banking
application.
Considering my experience, I believe that the mobile banking 1.000 .969
application has improved in ease of use over the past year.
The responsiveness and speed of my mobile banking 1.000 .951
application in terms of completing tasks quickly and efficiently.
Extraction Method: Principal Component Analysis.

93
Table 10.1.1 Analysis
The table shows the communalities for each item in survey before and after extraction using Principal Component
Analysis (PCA). Communalities represent the proportion of each variable's variance that is accounted for by the
extracted factors.
Initial Communalities: The initial communalities are all 1.000, as each variable accounts for its total variance
before extraction.
Extraction Communalities: After extraction, the communalities range from .751 to .982, indicating the proportion
of variance in each variable that is explained by the extracted factors. Higher communalities (closer to 1) suggest
that the variable is well represented by the extracted factors. Communalities above .5 are generally considered
acceptable for inclusion in factor analysis. Most of the variables have high communalities (.8 and above),
indicating that they are well represented by the factors extracted through PCA. Variables such as "I find it easy to
navigate through the mobile banking application" (.982), "I feel high status when making use of Mobile Banking"
(.976), and "I can quickly complete a basic transaction, such as transferring money or checking my balance, using
my mobile banking application" (.979) have particularly high communalities, suggesting that these factors are
strongly related to the underlying factors extracted by PCA. The variable "Regarding my banking requirements,
mobile banking applications provide enough features and functionality" has a lower communality (.751), which
may indicate that it is less well represented by the extracted factors and may need further consideration in the
analysis.

Table 10.1.2
Total Variance Explained
Component Initial Eigenvalues Extraction Sums of Squared Rotation Sums
Loadings of Squared
Loadings
Total % of Cumulative Total % of Cumu Total % of Cum
Variance % Varian lative Varian ulati
ce % ce ve %
1 10.4 58.325 58.325 10.4 58.32 58.32 7.290 40.50 40.5
99 99 5 5 1 01
2 3.90 21.719 80.045 3.90 21.71 80.04 5.500 30.55 71.0
9 9 9 5 5 56
3 1.31 7.280 87.325 1.31 7.280 87.32 2.338 12.98 84.0
0 0 5 6 42

94
 4 1.01 5.615 92.940 1.01 5.615 92.94 1.602 8.898 92.9
1 1 0 40
5 .343 1.904 94.844
6 .264 1.469 96.313
7 .214 1.191 97.503
8 .175 .973 98.477
9 .063 .351 98.828
10 .061 .341 99.168
11 .036 .200 99.369
12 .027 .147 99.516
13 .026 .142 99.658
14 .018 .100 99.758
15 .016 .086 99.845
16 .012 .068 99.912
17 .010 .058 99.970
18 .005 .030 100.000
Extraction Method: Principal Component Analysis.

Table 10.1.2 Analysis

Total Variance Explained: The total variance explained by all the components together is 100%. Component 1: It
has an initial eigenvalue of 10.499, explaining 58.325% of the variance. After extraction and rotation, it explains
the same amount of variance, with 40.501% attributed to it. Component 2: It has an initial eigenvalue of 3.909,
explaining 21.719% of the variance. After extraction and rotation, it explains 30.555% of the variance. Component
3: It has an initial eigenvalue of 1.310, explaining 7.280% of the variance. After extraction and rotation, it explains
12.986% of the variance. The subsequent components follow a similar pattern, explaining decreasing amounts of
variance. This analysis suggests that the first few components capture the majority of the variance in your data.
The interpretation of these components would depend on the context of your study and the variables included in
the analysis.
Table 10.1.3
Factor Load
Serial No. Statements Naming of Factor load
Value
1. I feel comfortable while checking my .958
bank balance, anywhere, anytime on

95
 mobile phone without worrying about
bank hours
2. I am comfortable when making use of .950
mobile banking services.
3. I am comfortable transacting with my .949
bank as it has put in place high security
measures to protect my banking details.
4. I feel that the level of comfort provided .931 Comfortable
by mobile banking services greatly
enhances my overall banking experience
5. I feel comfortable relying on mobile .928
banking for everyday transactions due to
its user-friendly interface and secure
features.
6. I believe the comfort and ease of access .921
provided by mobile banking services
positively influence my perception of my
bank's commitment to customer
satisfaction.
7. I feel the customer service provided by .955
the Mobile Banking application is
responsive, helpful, and convenient.
8. Mobile Banking applications offer .919 Convenient
sufficient features and functions which
makes the convenient usage.
9. 24*7 hours of service makes usage of .925
Mobile Banking so convenient.
10. I feel convenient while making use of .927
mobile banking.
11. Mobile Banking makes my lifestyle .943
convenient and easy.
12. Using mobile banking services to .852
manage my savings is easy to access.

96
 13. I believe that the ease of access offered .833
by mobile banking platforms
significantly simplifies managing my
finances on-the-go.
14. I believe the ease of access to account .837 Ease of access
information through mobile banking
saves me time and effort compared to
traditional banking methods.
15. I feel the ease of access in using mobile .689
banking services as they offer
convenient options for bill payments and
fund transfers
16. I feel secure with the level of .670
transparency provided by my bank
regarding the security measures
implemented in their mobile banking
services.
17. I believe the mobile banking .693 Security
application's security features align with
my personal expectations for a secure
and trustworthy financial service.
18. The bank is effectively address and .602
resolve security concerns raised by users
of the mobile banking application.

Table 10.1.3 Analysis

Based on the statements and their factor load values, it appears that the survey items are related to the comfort,
convenience, ease of access, and security aspects of mobile banking services. The factor analysis seems to have
identified three main factors: Comfortable: This factor includes statements 1, 2, 3, 4, 5, and 6, which all relate to
the level of comfort provided by mobile banking services. These statements emphasize the ease and comfort users
feel while using mobile banking. Convenient: This factor includes statements 7, 8, 9, 10, and 11, which highlight
the convenience aspect of mobile banking, such as customer service responsiveness, features offered, and the
impact on lifestyle. Ease of Access: This factor includes statements 12, 13, 14, and 15, which focus on the ease

97
of accessing and managing finances using mobile banking services, including time-saving features like bill
payments and fund transfers. Security: This factor includes statements 16, 17, and 18, which address users'
perceptions of the security measures implemented in mobile banking applications, including transparency and
responsiveness to security concerns.

5 Findings
A large number of respondents around the convenience being the most common reason for mobile
banking and suggesting that fast and time-saving financial decision must be tailored for them. On top
of the convenience, the security still is a sticky point for consumers, hence, effective security measures
should be adopted to have them lean on the side of trust and confidence. A lot of the incoming
respondents showed that they were not familiar with several of the mobile banking features hence
indicating that it is necessary for the undertaking of proactive customer education and outreach efforts.
Noting that many participants declared their willingness to use more mobile banking services, a chance
for banks to be able to increase their range of services and better attend to their evolving customers
was signaled.

6 Recommendations
From the survey we observed that the customers emphasize convenience, security, and user-interfaces
when selecting a mobile banking application. Implementation of multi-factor authentication, biometric
recognition, and strong encryption to ensure data and transaction safety without a doubt. Improvement
of intuitive and user-friendly interfaces for mobile banking apps is essential for user experience and
ease of access. Customizing messages with regards to personalized recommendations, alerts, and
notifications specific to the financial behaviors and preferences of each user. Offering smooth linking
with various financial management instruments, for example budgeting applications and investment

98
platforms, in order to have a full banking service.

7 CONCLUSION
The research study examines how customers in Punjab, India perceive mobile banking and highlights
the significant and positive changes that mobile technology has brought to the banking industry. As
smartphones have become increasingly common, mobile banking has evolved as a simple and easily
accessible method for people to handle their financial matters. The study examines key determinants
that impact customers' impressions, such as convenience, security, safety, and trustworthiness. The
text emphasizes the significance of intuitive interfaces, efficient transaction processing, strong security
measures, and clear communication in influencing favorable attitudes and fostering more involvement
and loyalty. Furthermore, the research highlights the importance of comprehending and controlling
client views in order to create a favorable atmosphere for the widespread adoption and use of mobile
banking solutions. Financial institutions may foster trust and confidence among users and promote
wider acceptance of mobile banking services by addressing issues around privacy, security, and
technology literacy. The research findings offer significant insights for educational institutions, the
banking industry, financial institutions, and regulating bodies. They contribute to continuing
discussions regarding the adoption of mobile banking and customer behavior.

8 FUTURE OF WORK
In the future, additional study could investigate other aspects of customer views regarding mobile
banking, such as user experience design, customer service quality, and the influence of demographic
variables. In addition, longitudinal studies could evaluate changes in perceptions over a period of time,
monitoring the progression of mobile banking uptake and usage trends. Moreover, conducting
comparative research across diverse geographical regions or cultural contexts could offer valuable
insights into the variances in customer perceptions and preferences. Examining the impact of emerging
technologies, such as artificial intelligence and blockchain, on improving mobile banking experiences
could be a promising avenue for future investigation. Furthermore, given the swift rate of technology
progress and evolving consumer demands, it will be crucial to consistently assess and adjust mobile
banking services. Financial institutions must adapt quickly to changing client demands and market
conditions, utilizing innovation to provide customized, smooth, and secure mobile banking services.
To achieve continued development and competitiveness in the future digital banking market,
institutions must remain aware of customer attitudes and preferences.

99
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Questionnaire
(A) Demographic Profile
1) What is your Gender?
Male ☐ Female ☐ Transgender ☐

2) Please provide your age

18-30 ☐ 30-40 ☐ 40-50 ☐ 50 & above ☐

3) Education
Below Matric ☐ Post Matric ☐ Graduate ☐ Postgraduate ☐
Doctorate ☐ Others ☐

4) Occupation
Student ☐ Self-employed ☐ Employed ☐ Professional ☐ Others ☐

5) Income
Below 5 lakh ☐ 5 - 10 lakh ☐ 10 - 15 lakh ☐ 15 & above lakh ☐

(B) What are the factors affecting the most your usage towards Mobile Banking. Please select
preferable option.? Please select preferable option.

101
Strongly Agree Somewhat Neutral Somewhat Disagree Strongly disagree

102
 Agree (AG) agree (NEU) disagree (DA) (SD)
(SA) (SWA) (SWD)
7 6 5 4 3 2 1

Statements SA AG SWA NEU SWD DA SD

Using mobile banking services to manage my
savings is easy to access.

I am comfortable when making use of mobile

banking services.

Mobile banking saves my time over regular

payment methods.

The availability of 24-hour customer care

through mobile banking applications
improves my opinion of the service.
Mobile banking makes it simple for me to use
and navigate.

Regarding my banking requirements, mobile

banking applications provide enough features
and functionality.
I find it easy to navigate through the mobile
banking application.

I don’t need to go Bank and stand in long

ques.

I feel high status when making use of Mobile

Banking.

Peer influence (e.g., recommendations from

friends or family) affects my adoption on
usage of mobile banking.
I find mobile banking is a cost-effective as
compared to traditional banking methods.

I utilize the mobile banking application for

financial planning or tracking my expenses.

I am getting number of different product and

services provided by my bank under one roof.

Ease of Use: (Syed Ali Raza, Amna Umer and Nida Shah, New determinants of ease of use and
perceived usefulness for mobile banking adoption, 2017)

103
I can easily navigate through the main features
and services offered by my mobile banking
application.

104
The user interface of my mobile banking
application contributes to its ease of use.

I can quickly complete a basic transaction, such

as transferring money or checking my balance,
using my mobile banking application.
Considering my experience, I believe that the
mobile banking application has improved in
ease of use over the past year.
The responsiveness and speed of my mobile
banking application in terms of completing
tasks quickly and efficiently.

105