Mobile Banking Adoption and Usage: An Empirical Investigation of The Customer’s Behaviour of Public Sector Banks in Punjab

Dr. Poonam Sharma and Ms. Pawandeep Kaur
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Dr. Poonam Sharma: P.G. Department of Commerce & Business Administration, Khalsa College Amritsar -143005
Ms. Pawandeep Kaur: P.G. Department of Commerce & Business Administration, Khalsa College Amritsar -143005

International Journal of Research and Scientific Innovation, 2025, vol. 12, issue 6, 1868-1873

Abstract: Mobile banking plays an important role in modern technologies. The present paper is an attempt to study the frequency of mobile banking usage by the respondents besides identifying the main activities which are carried out by them through mobile banking. Data was collected from 217 respondents as per top 5 public sector banks operating in Punjab during 2023-24.The data has been analysed by using frequencies, percentages and weighted average score. The study reveals that majority of the respondents are self -motivated to an open mobile banking account and respondents generally prefer the mobile banking for checking their balance amount and to transfer money between two bank accounts. However, results revealed that respondents least prefers to use mobile banking for certain activities like changing of PIN of ATM, to stop payments on cheque also for repayments of loan etc. So, in future the researchers as well as policy-makers need to focus on these aspects for further analysis.

Date: 2025
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