To suggest suitable remedial measure to improve their banking services. Figure 2: The models and their occurrence over the period from 2010 to 2019. Q19. In the case of Tobbin, exploring the key factors that affect the Ghanaian consumer’s acceptance and use of mobile money transfer, his outcomes were not much different [98]. The Study was conducted in Chennai during the period of Jan – March 2011. Enrolment Number: A30806414018 Thus this classification resulted in the following, customer satisfaction, adoption and impact, customer perception, consumer behaviour, trends and development and security and encryption. ... part of the future of banking business lies in e-Banking which allows customers to access banking services remotely (Srivastava, 2007). For quality efficiency, you can easily use survey templates without any hassle! Customer Perception towards Electronic Banking and its Relationship ... structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. That service, however, did not get much patronage and soon faded out too. Perceived usefulness, perceived ease of use, and perceived risk. Objectives and scope of study: To give a detailed account of the services offered by the banks in the Banking sector through Remote Banking ( Internet banking). With the research work done in mobile banking under the adoption and impact, the tools and methods used for all the articles indicated that; the most used tool was surveyed, this was categorised under quantitative and qualitative, the overall outcome concluded that 90% of the tools used for all research work was quantitative under the adoption. Internet banking services 78.974 0.000 Reject Tele banking services 1.446 0.002 Reject Mobile banking services 1.547 0.001 Reject From the above table it can be inferred that there is a significant relationship exists between the demographic variable (age) and satisfaction on service provided by SBI. This technology has reduced the issues of travelling, joining long queues, waiting for a particular time to start or close a transaction, these and many other factors have zero in the attention to mobile banking. And then we will explore some security measures to deal with the associated security challenges, The adoption of mobile banking services by respondents in UAE and the perception of risk factors, Time risk, financial risk and performance risk, Security challenges of mobile banking and payments system, To evaluate security of mobile applications based on Android. Customer Perception towards Banking Services Secondary data was … Customer Perception towards Online Banking Services: Empirical Evidence from Pakistan Abdullah Bin Omar 1 * , Naveed Sultan 2 * , Khalid Zaman 3 * , Nazish Bibi 4 * , Abdul Wajid 5 * , Khalid Khan 6 * , (commerce) Research Scholar PG and Research Department of Commerce, Raja Doraisingam Government Arts College, Sivagangai. This research was conducted with extensive literature, from various works of literature related to mobile banking, within the period of ten (10) years thus; ranging from 2009 to 2019. (a) Yes (b) No 7. There were several tools and methods deployed in the reviewed research for mobile banking research; each one has its limitations. SERVPERF questionnaire exploratory study, Explores the issues in mobile banking perceived critical for. Customer satisfaction of mobile banking has being extensible studied over this scoping period of this research, Geetha and Vinay used an empirical survey to study value-added to technology-savvy customers, the research indicated that financial security, education and training, connectivity and reliability were the most assertive factors influencing the value added to the customers satisfaction [36]. Services ... Machines (ATM), banks are able to serve customers outside the banking hall. However, there were a few exceptions to the articles, any article without conclusion and future reference was not used. The purpose of this paper is to determine the employee’s perception towards the e-banking services in public sector banks only. Good performance, easy to use, secure and promotes the action of the social circle, To establish the effect of Mobile banking adoption on financial credit accessibility by residents in Wote sub-county, perceived usefulness, perceived ease of use, and perceived risk, To examine the key factors that may hinder or facilitate the adoption of mobile banking services in a cross-cultural context, Unified Theory of Acceptance and Use of Technology UTAUT2, trust (TR), security (PS) and privacy (PP), Develops a technology acceptance model that integrates the innovation diffusion theory, perceived risk and trust in the classic TAM model to shed light on what factors determine user acceptance of mobile banking applications, Online survey Applying structural equation modelling (SEM) DOI, Perceived risk and Trust TAM, Perceived ease of use/Perceived usefulness, To evaluate the state at which mobile banking is being utilised in the Republic of Kosovo, and to what extend banks are taking advantage of this aspect of banking business, Lower transaction cost/Security from fraud/Physical security Safe transaction with feedback on transfer, perceived usefulness (PU), perceived ease of use (PEOU) and compatibility, Factors that influence the adoption of mobile banking in Malaysia using extended Technology Acceptance, Perceived usefulness, perceived credibility and awareness, Investigating the adoption of Internet banking by customers of Jordanian commercial banks, Perceived privacy and security, perceived ease of use, service quality, customer trust, and customer feedback, The effects of diffusion and adopters of mobile banking services (MBSs), To investigate the perceived obstacles to the adoption of mobile banking services among Brazilian internet users, Online survey multidimensional scaling, while chi‐square tests TAM, To investigate the factors that influence Malaysians’ intention to adopt mobile banking, Perceived usefulness (PU), perceived ease of use (PEOU), relative advantages (RA) and personal innovativeness (PI) social norms (SN) not significant perceived risks (PR) negatively associated, To investigate consumers' mobile banking adoption through an integration of the technology acceptance model (TAM) with work on perceived benefits and perceived risks, Perceived usefulness, perceived social risk, perceived performance risk and perceived benefit, Conceptual model that best explains the key factors influencing Jordanian customers ' intention to adopt mobile banking. Romario and Maseke using quantitative design, crystallising through the factors to influence the customer satisfaction, had this principle factors such as; reliable, convenient, cost-effective, available on different mobile networks, advertisements are encouraging, service is compatible with mobile devices, income (social aspect of transacting) is contribution factors on customer satisfaction [39]. To study about the factors that affects the customer perception towards e- banking . Customer satisfaction level towards the E- Banking has been identified. Early majority, they wait and deliberate on such innovation, but they do adopt quite early before average members of the society do. They find out that it is not a religion that attract customer towards Islamic banking, but it is the products and services which attract the customer towards any conventional and Islamic banking.Omer(1992) Even those that were studied still could not give a general overview of the need why the adoption was relevant. The study conclusion came out that, cost, security and time are the main factors leading on consumer satisfaction to adopt mobile banking. permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. The outcomes from the security review indicated that there is very little research work done in this field and also very little or none recommendations are followed up by stakeholders to reach the needed outcomes and benefit related to such research. A well-structured questionnaire was designed to collect the information from the respondents the questionnaire was designed to study perception of customer towards adoption of digital payment mode. M.E.DoddaRaju & Dr.T.NarayanaReddy (2014)Customer Perception Study-Towards EBanking Services Of Public and Private Sector Banks - With Special Reference to Chittor District of Andra Pradesh, E- Banking for better customer services, Indian banking industry has suddenly witnessed a major boom. I. The well-known tools used from the literature were cryptography and encryption and their related tools to be used. Mobile banking has enabled the industry to stay in touch with the client and meet their needs during off working hours. Absolutely valuable. The study also intend at knowing whether demographic variables of the customer have influence on customer perception on Internet Banking. Primary Data: Structured Questionnaire Objectives of the Study Secondary Data: Online Database, Journals, Surveys The main objective of this study is to examine the perception Sampling of the customers towards e-banking services of the select commercial banks in Gwalior. Introduction We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. This literature survey is done to throw more light on current trends, purpose and future work done in the field of mobile banking. To evaluate the difference in perception towards the factors influencing customer satisfaction. Name : 2. The outcome shows that there were still some issues that were considered to hinder mobile security, and that includes data confidentiality, user authentication and message integrity. investigate the factors influencing satisfaction with cell phone banking in South Africa. Zain Ghana introduced mobile money in Ghana in the year 2000 known as Zain Zap, this provides customers with increased security and flexibility, reducing the need to carry cash and ensuring prompt payments of bills, goods and services. The study also intend at knowing whether demographic variables of the customer have influence on customer perception on Internet Banking. To ensure that your customers are happy with your hospitability, you should try out using this Hotel Customer Perception Survey, custom-made only for dreamers like you. Guriting & Ndubisi, 2006; Nor, Occupation : 4. Table 3 gives detail and overview of the work done in this area on customer perception of mobile banking. According to Bharti mobile banking has received as adoption tool for banking in the recent years than ever, and this has had a huge impact on the global business pattern across individuals and state [41-47]. This can be related to in Figure 2, which gives the summary of occurrence on the models used in the articles reviewed. CUSTOMER PERCEPTION TOWARDS E-BANKING SERVICES Dr. Shubhi Dhaker Mobile number:- 8829963010 Email id:- mehta.shubhi22@gmail.com ABSTRACT Information Technology is a significant tool which is transforming traditional services into Electronic services and developing a new scale of service channel. Longdom Group SA Avenue Roger Vandendriessche, 18, 1150 Brussels, Belgium Phone: +34 911 877 608Email: [email protected], value-added, innovative mobile financial services while retaining and even extending their base of technology-savvy customers, An empirical survey Statistical Package for Social Sciences (SPSS. The survey under customer perception considered research work as customer perception in adopting mobile banking [72] research works focus on customer perception through perceived quality, using the service quality model (SERQUAL). Adoption may be both an economic necessity and the result of peer pressure [49]. There was some literature on post-adoption, which will determine how relevant these technology are to the users. This review captures and summarizes the huge knowledge of research work done on mobile banking, where security is one of the least discussed areas. Knowledge: The individual has encountered the existence of innovation and gains some understanding of how it functions. 8. The belief of the person towards a system may influence by several other factors referred to as external variables in TAM, and these factors are what customer perception literature turns to consider and look at it veracity and degree to influence one's choice of decision making to use, in this instance mobile banking. However, they suggested that if banks will spend time and resource on awareness creation and building customer-friendly software’s that will also go a long way to enhance customer satisfaction. Their almost constant proximity to the user, together with their storage and transmission capabilities, making them suitable for a variety of payment options and for storing everything that would normally carry in a physical wallet. CUSTOMER PERCEPTION TOWARDS INTERNET BANKING SERVICES WITH SPECIAL REFERENCE TO ERODE DISTRICT C. S. Ramanigopal, G. Palaniappan, N. Hemalatha and A. Mani Faculty, VMKV Engineering College, Vinayaka Missions University, Salem, India Abstract Banks today know better than anyone the opportunities and the risks they face in Figure 3: Security concern a major factor incomplete adoption of mobile banking. banking services. Due to the technological advancement banks have successfully improved its services and operations. OWASP Mobile Security Project dex2jar, PeaZip, axml2printer, jd-gui, logcat, OWASP ZAP and Drozer. It refers to the integration of electronic money and mobile communication services through multi-industry and multiplatform cooperation between mobile telecom carriers and banking institutions [9]. View my recent account transactions. The belief of the person towards a system may influence by several other factors referred to as external variables in TAM, and these factors are what customer perception literature turns to consider and look at it veracity and degree to influence one's choice of decision making to use, in this instance mobile banking. Kumar J, Thamil SR. to understand the impact of variables of e-banking on customer satisfaction in Bangladesh. In Mostafa and Eneizan study’s on factors influencing the acceptance of mobile banking, using a survey, the research findings showed that perceived self-efficacy, perceived ease of use, and perceived usefulness are reliable to impact on consumer’s choice on the adoption of mobile banking [54]. Again the most used model for research work under section was TAM, this was followed by the UTAUT. Moreover, Shanmugam et al. 17 Type of Research This study is DESCRIPTIVE in nature. The outcome of the raw data of the survey was grouped into like and common lexis, which appears in each research into a single related grouping. Their survey concluded that, perceived behavioural control and attitudes toward mobile banking adoption intentions were significant, they also observed that the effect of perceived behavioural control on mobile banking adoption intention was found to be significantly stronger for men than for women, even though the study was to look at gender difference in adoption of mobile banking in Pakistan. Annual Income : 5. using qualitative approach and UTAUT model, to investigate factors influencing satisfaction with cell phone banking in South Africa, their conclusion was that; service quality, information quality, system quality, transaction and payment quality, perceived usefulness, trust, innovativeness were most established factors to influence customer satisfaction [40]. This survey is from the various journal, article and conference database such as Science Direct, Emerald, IEEE, Research gate, ERIC, JSTOR, Science open, British library, ACM, Wiley, google scholar, and other related research sources for this survey. Keywords---- Customer Perception, Mobile banking . Customer perception towards banking services 1. ... had been developed to this research to collect the data that how the customers feel most satisfied when conduct their banking services. Early adopters, they are cautious about approving of innovation and others turned to seek their view of such innovation. has regarded as one of the powerful economic sectors in the Ghanaian economy [7,8]. Customer satisfaction is mandatory in any business and to know the feedback of your customers, you need to survey with a proper questionnaire relevant to the quality of your services. This study aims at evaluating the service quality of internet banking (i-banking) services in India from customer's perspective. Somewhat valuable. 2. 100 percent of the respondents were used Debit Credit cards and ATMs, 93.33 percent of the respondents used mobile banking, 90 In summary, customer satisfaction was one of the most researched areas in the mobile banking literature, the most occurrence factors, which influence customer satisfaction and have strongly suggested in almost all the research under customer satisfaction, is “security”. CUSTOMER SATISFACTION AND PERCEPTION TOWARDS THE SERVICES OF COOPERATIVE BANKS Fathima Adeela Beevi.TKS1 1Research scholar, Department of Commerce & Centre of Research, PSMO ... the service quality on customer‘s satisfaction in banking sectors. Qualitative research open‐ended questions TAM, Perceived usefulness and perceived ease of use from the technology acceptance model, economic factors and trust influence, To identify the main determinants of mobile payment adoption and the intention to recommend this technology, Extended unified theory of acceptance and use of technology (UTAUT2), Compatibility, perceived technology security, performance expectations, innovativeness, and social influence, To explore the effects of important factors that affect that adoption of mobile banking technology by customers of Private Commercial, Perceived usefulness and perceived ease of use, Perceived Risk and Perceived transaction costs were found to have a negative correlation with the adoption, The determinants likely to influence the adoption of mobile banking services, with a special focus on underbanked/unbanked low income population of Pakistan. The aim of this study is to investigate the customer perception towards the internet banking services and to identify the main factors affecting the usage of internet banking in Turkey. ... Primary data was collected by using Questionnaire. Customer perception is very important to add value of the banking services and products. Notwithstanding that, Oscar mentioned that factors such as tangibles, reliability, responsiveness, security, and empathy, thus, communication and understanding; would be the most demanding factors to uphold users satisfaction, he however also indicated that perception of individual could improve in other not negatively affect the service, in the case of physiotherapy services [38]. Service quality are inter related with customer satisfaction. ATM is . From the overview of the review as shown in Table 2, summarise of factors considered by different research under the adoption of mobile banking; there are several other factors which have strongly influenced the users in adopting mobile banking. Technology acceptance, especially internet banking acceptance has become a vital issue in the business world today. Therefore, mobile payments offer a universal payment solution, thus delivering distinctive value to both consumers and merchants [6]. Batch: 2014-2017 2. Most of the research papers were on mobile banking adoptions while the last two were on post-adoption and security. To study about the factors that affects the customer perception towards e- banking . Now there are more people have a financial account then the combination of all banks put together. Being a globalized market, the customers seek and HYPOTHESES The study is … Mobile handset operability/security/privacy, standardization of services, customization, To investigate customer perceptions of internet banking in the UK, To explore drivers and barriers of bank adoption of mobile banking from a stakeholder perspective, Global mobile phone penetration, competitive advantage, customer convenience, strategic importance, customer demand, low perceived risk/security concerns and stakeholder, To discuss various data encryption techniques based on cryptographic technologies and review various methods of E-, An SMS based model designed with security features to enhance data protection across mobile networks, Data confidentiality, user/authentication and message integrity, They examine issues on the architecture, and some security issues of mobile internet banking apps. For the past how many years you have account with this bank? Research papers on mobile banking within the last ten years on adoption, with post-adoption and security related papers, were examined. The adoption process grouped into five categories and their composition give a complete meaning of adoption, as shown in Figure 1 above. Laggards are cautious of change and mostly about far behind awareness of new knowledge. Hayikader et al., they examine issues on the architecture and some security issues of mobile internet banking apps; they explore some security measures to deal with the associated security challenges [81]. usage of internet banking services of Public-sector, Private-sector and Foreign Banks in India. Perceived usefulness and/perceived ease of use/utilitarian attitude. A STUDY ON THE CUSTOMER PERCEPTION TOWARDS MOBILE BANKING SERVICES OF INDIAN BANK WITH SPECIAL REFERENCE TO SIVAGANGAI DISTRICT Dr. R. VENKATESAN Assistant professor M.Saroja Devi M.Phil. 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