Issues & Challenges in Mobile Banking In India: A Customers' Perspective

Abstract

Mobile banking is a revolution that is driven by the world's one of the fastest growing sectors mobile communication technology. Like in any emerging technology, there exist barriers to the adoption of mobile banking services. This study explores the issues in mobile banking perceived critical for adoption by both mobile banking users as well as non-users. The study identified certain issues pertaining to banks, mobile handsets and telecom operators viz. mobile handset operability, security/privacy, standardization of services, customization, Downloading & installing application software and Telecom services quality. For this a descriptive design was adopted to empirically explore the selected issues. Study suggests that from consumers' perspective mobile handset operability, security/privacy and standardization of services are the critical issues. Although the research has its limitations, the implications of the results provide practical recommendations to the all concerned parties.