Customers awareness towards Usages Pattern of Mobile Banking Services

Authors

  • Sheetal Mangla Research Scholar Maharaja Agarsen University, Baddi, Himachal Pradesh
  • Dr. Swati Singh Assistant Professor, School of Management, Maharaja Agarsen University, Baddi, Himachal Pradesh
  • Dr. Virender Atwal Professor of Commerce, Smt. AAA Govt. PG College, Kalka

DOI:

https://doi.org/10.53573/rhimrj.2025.v12n9.004

Keywords:

Mobile Banking, Digital Literacy

Abstract

In the contemporary digital landscape, mobile banking has fundamentally transformed the delivery of financial services by providing customers with enhanced convenience, rapidity, and accessibility. Nonetheless, the efficacious adoption and utilization of mobile banking services are predominantly contingent upon the degree of customer awareness and digital literacy. This research endeavors to assess the level of customer cognizance pertaining to mobile banking. Employing a descriptive research design, the study utilized a structured questionnaire to gather primary data from 300 participants representing both urban and rural demographics. The results reveal that, although foundational awareness of mobile banking exists at a relatively high level, a significant proportion of users lack comprehensive knowledge of the full spectrum of available functionalities. Sociodemographic factors including age, educational attainment, and income exert a substantial influence on awareness levels. Furthermore, concerns related to trust and security constitute notable impediments to broader adoption. The analysis further delineates variability in awareness across distinct mobile banking services: while functionalities such as Transaction Inquiry, Account Statements, and SMS Alerts exhibit higher recognition, critical features like UPI, Balance Inquiry, and Bill Payment remain underrecognized. To foster effective digital financial inclusion, it is imperative that users receive adequate education to fully comprehend and exploit these digital financial instruments.

Author Biographies

Sheetal Mangla, Research Scholar Maharaja Agarsen University, Baddi, Himachal Pradesh

Ms. Sheetal Mangla received her Bachelor Degree in Commerce from Hindu Girls College, Sonipat, Haryana, India, Master Degree in Commerce from CRA College, Sonipat, Haryana, India. She obtained her M.Phil. Degree in Marketing from CDLU, Sirsa, Haryana, India. She also obtained B.Ed.  Degree in Commerce & Economics from GVM Girls College, Sonipat, Haryana, India. She is currently working as Assistant Professor in Department of Commerce & Management at Smt. A.A.A. Govt. P.G. College, Kalka, Panchkula, Haryana, India. She has more than12 years of teaching experience in the field of Commerce & Management Now, she pursuing her PhD Degree and Pursuing her PhD Degree from Maharaja Agarsen University, Baddi, Himachal Pradesh.

Dr. Swati Singh, Assistant Professor, School of Management, Maharaja Agarsen University, Baddi, Himachal Pradesh

Dr. Swati Singh is presently working as Assistant Professor in Maharaja Agrasen School of Management, Maharaja Agrasen University, Baddi, Himachal Pradesh. She holds degree of B. Com, M. Com and PhD. She has secured her PhD Degree from Central University of Himachal Pradesh. She has teaching experience of more than 6 years. She has presented research papers in many national and international conferences. She has published her research work in various national and international journal of repute. She has deep interest in the area of Finance and Banking.

Dr. Virender Atwal, Professor of Commerce, Smt. AAA Govt. PG College, Kalka

Dr. Virender Singh Atwal received his degree of Bachelor of Commerce, Master of Commerce & Master of Philosophy from Kurukshetra University, Kurukshetra, Haryana, India. This university is the pioneering and one of the oldest universities of state of Haryana. Thereafter, he obtained his Ph.D. Degree in the Faculty of Commerce and Management from Chaudhary Devi Lal University, Sirsa, Haryana, India. He also received Master Degree in Tourism Administration (MTA) from the same Kurukshetra University, Kurukshetra, Haryana, India. Dr. Virender Singh Atwal is presently working as Professor and Head, Deptt. of Commerce & Management, Smt. Aruna Asaf Ali Govt. P.G. College, KALKA, Distt. Panchkula, Haryana. He has 25 years of teaching experience in the field of Commerce & Management. He was also conferred the Best Teacher Award by the Vice-Chancellor of Chaudhary Devi Lal University, Sirsa, Haryana. He has participation in over 50 National and International workshops, seminars, conferences/conventions, authored 03 Books, approximately 30 research papers in the journals of national and international repute to his credit. He had been a member of various committees/boards at the university level including member of UG board of studies in Chaudhary Devi Lal University, Sirsa, Haryana

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Published

2025-09-15

How to Cite

Mangla, S., Singh, S., & Atwal, V. (2025). Customers awareness towards Usages Pattern of Mobile Banking Services. RESEARCH HUB International Multidisciplinary Research Journal, 12(9), 29–34. https://doi.org/10.53573/rhimrj.2025.v12n9.004

Issue

Vol. 12 No. 9 (2025): RHIMRJ [SEP-2025]

Section

Articles