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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM67911
Volume:
10 |
10 |
Oct 2026
Pages:
1-13
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Commerce
Dr. Ambedkar Government Arts College, Vyasarpadi, Chennai-600039
Commerce
Dr. Ambedkar Government Arts College, Vyasarpadi, Chennai-600039
Mobile banking has become an important component of modern banking services, providing customers with convenient, accessible, and faster ways to perform banking transactions. The present study examines mobile banking and its impact on customer banking behaviour in Chennai City. The study aims to examine the level and pattern of mobile banking usage, identify the factors influencing customers’ adoption and use of mobile banking services, assess its impact on customers’ banking behaviour and preferences, and evaluate customer satisfaction with mobile banking services. The study adopted a descriptive and analytical research design. Primary data were collected from 140 customers in Chennai City using a structured questionnaire through proportionate random sampling. The collected data were analysed using descriptive statistics, Independent Samples t-test, One-Way ANOVA, Pearson correlation, and multiple regression analysis. The analysis focused on factors such as convenience, ease of use, security, trust, accessibility, reliability, and transaction speed. The findings indicate that mobile banking usage is significantly associated with customers’ banking behaviour and preferences. The results also show that convenience, ease of use, security, trust, accessibility, reliability, and transaction speed are important factors influencing mobile banking adoption and customer satisfaction. The regression analysis indicates that the selected factors significantly contribute to customer satisfaction, with security, trust, and convenience emerging as important predictors. The study concludes that mobile banking is contributing to changes in customers’ banking behaviour and increasing their preference for digital banking services. Banks should therefore focus on improving security, reliability, convenience, and ease of use to strengthen customer satisfaction and encourage wider adoption of mobile banking services.
KEYWORDS
The study concludes that mobile banking has become an important part of customers’ banking activities in Chennai City. The findings indicate that mobile banking provides customers with greater convenience, accessibility, ease of use, faster transactions, and flexibility in managing their banking activities. The study also shows that customers’ adoption and use of mobile banking are influenced by factors such as convenience, security, trust, accessibility, reliability, transaction speed, and ease of use. The correlation analysis indicates a significant positive relationship between mobile banking usage and customers’ banking behaviour and preferences. This suggests that increased use of mobile banking is associated with changes in customers’ banking habits and a greater preference for digital banking services. The regression analysis further indicates that the selected mobile banking factors significantly contribute to customer satisfaction, with security, trust, and convenience emerging as important factors. Therefore, banks should focus on strengthening mobile banking security, improving application usability, ensuring reliable and fast transactions, and building customer trust. Continuous improvement in digital banking services can enhance customer satisfaction and encourage greater adoption of mobile banking. Overall, mobile banking is playing an important role in transforming customer banking behaviour and preferences in Chennai City.
Purushothaman Ranganathan (2019), Customers' Perception Towards Mobile Banking with Reference to Chennai City, December 2019, International Journal of Recent Technology and Engineering (IJRTE) 8(4S3):312-315, DOI:10.35940/ijrte.D1066.1284S319. Nivetha U, Amathullah Thusneem (2026) A Study on Usage of Mobile Banking Among College Students in Chennai City, January 2026Journal of Development Economics and Management Research Studies 13(28):101-106, DOI:10.53422/JDMS/2026.132815
Publication Date
10/13/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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