An Exploratory Study on Adoption and Use of SMS/Mobile Banking in India with Special Reference to Public Sector Banks

Banking through Mobile is crucial these days for those who are busy with their jobs and also for those who are employed. The study is sought to investigate the perceptions of banks and customers regarding the adoption of technology by the use of a survey conducted in NCR (Northern Capital Region) during Feb-March 2012. A sample of two Public Sector Banks was chosen including 300 Bank customers using mobile banking for past six months. Data was gathered through questionnaire followed by small discussion with customers and hence was analyzed using descriptive analysis like Factor Analysis and ANOVA which were applied for interpretation. The findings revealed that Mobile Banking services is still in its fancy. Evidence showed that accessibility and security were the major hurdles to the adoption of SMS banking. The study recommends that two banks conducted an awareness campaign followed by training programme for their customers.