Mobile Banking Project

1. INTRODUCTION

Mobile banking is a term used to refer to systems that allow customers of a financial institution
to conduct a number of financial transactions through a mobile device such as a mobile phone
or tablet. Mobile banking differs from mobile payments, which involve the use of a mobile
device to pay for goods or services either at the point of sale or remotely, analogously to the use
of a debit or credit card to effect an EFTPOS payment. The earlier mobile banking services were
offered over SMS, as service known as SMS banking. With the introduction of smart phones with
WAP support enabling the use of the mobile web in 1999, the first European banks started to
offer mobile banking on this platform to their customers. Mobile banking has until recently
(2010) most often performed vis SMS or the mobile web. Apple’s initial success with iPhone and
the rapid growth of phones based on Google’s Android (operating system) have led to increasing
use of special client programs, called apps, downloaded to the mobile device. With that said,
advancements in web technologies such as HTML5, CSS3 and JavaScript have seen more Banks
launching mobile web based service a to complement native applications. A recent study (May
2012) by Mapa Research suggests that over a third of banks have mobile device detection upon
visiting the banks’ main website. A number of things can happen on mobile banking specific
website or providing a menu of mobile banking options for the user to choose from.

A MOBILE BANKING CONCEPTUAL MODEL:

Mobile Banking refers to provision and availment of banking and financial services with the help
of mobile telecommunication devices. The scope of offered services may include facilities to
conduct bank and stock market transactions, to administer accounts and to access customized
information.

According to this model mobile banking can be said to consist of three inter-related concepts:

 Mobile accounting
 Mobile brokerage
 Mobile financial information services
 2. 2 Most services in the categories designated accounting and brokerage are transaction based. The
non-transaction-based services of an informational nature are however essential for conducting
transactions – for instance, balance inquiries might be needed before committing a money remittance.
The accounting and brokerage services are therefore offered invariably in combination with information
services. Information services, on the other hand, may be offered as an independent module. Mobile
banking may also be used to help in business situations as well as financial. MOBILE BANKING
SERVICES: Typical mobile banking services may include: Account Information  Mini-statements and
checking of account history.  Alerts on account activity or passing offset thresholds.  Monitoring of
terms deposits.  Access to loan statements.  Access to card statements.  Mutual funds/ Equity
statements.  Insurance policy management. Transaction  Funds transfer between the customer’s
linked accounts.  Paying third parties, including Funds bill payments and third party fund transfers. 
Check remote  Deposit Investments  Portfolio management services.  Real-time stock quotes. 
Personalized alerts and notifications on security prices.
1. 3. 3 Support  Status of requests for credit, including mortgage approval, and insurance coverage. 
Check (cheque) book and card requests.  Exchange of data messages and email, including complaint
submission and tracking.  ATM  Location Content Services  General information such as weather
updates, news.  Loyalty-related offers.  Location-based services. A reporter by the US Federal
Reserve (March 2012) found that 21% of mobile phone owners had used mobile banking in the past
12 months. Based on a survey conducted by Forrester, mobile banking will be attractive mainly to the
younger, more “tech-savvy” customer segment. A third of mobile phone users say that they may
consider performing some kind of financial transaction through their mobile phone. But most of the
users are interested in performing basic transactions such as querying for account balance and
making bill payment. Future functionalities in mobile banking Based on the ‘International Review of
Business Research Papers’ from World Business Institute, Australia, following are the key functional
trends possible in the world of Mobile Banking. With the advent of technology and increasing use of
smart-phone and tablet based devices, the use of Mobile Banking functionality would enable customer
connect across entire customer life cycle much comprehensively than before. With this scenario,
current mobile banking objectives of say building relationships reducing cost, achieving new revenue
stream will transform to enable new objectives targeting higher level goals such as building brand of
the banking organization. Emerging technologies and functionalities would enable to create new ways
of lead generation, prospecting as well as developing deep customer relationship and
2. 4. 4 mobile banking world would achieve superior customer experience with bi-directional
communications. Among digital channels, mobile banking is a clear IT investment priority in 2013 as
retail banks attempt to capitalize on the features unique to mobile, such as location-based services.
Illustration of objective based functionality enrichment in Mobile Banking.  Communication
enrichment:- Video Interaction with agents, advisors.  Pervasive Transactions capabilities:-
Comprehensive “Mobile wallet”.  Customer Education:- “Test drive” for demos of banking services. 
Connect with new customer segment:- Connect with Gen Y- Gen Z using games and social network
ambushed to surrogate bank’s offerings.  Content monetization:- Mico level revenue themes such as
music, e-book download.  Vertical positioning:- Positioning offerings over mobile banking specific
industries.  Horizontal positioning:- Positioning offerings over mobile banking across all the industries.
 Personalization of corporate banking services:- Personalization experience for multiple roles and
hierarchies in corporate banking as against the vanilla based segment based enhancements in the
current context.  Build Brand:- Built the Bank’s brand while enhancing the “Mobile real estate”.
CHALLENGES FOR A MOBILE BANKING SOLUTION: Key challenges in developing a sophisticated
mobile banking application are: Handset operability There are a large number of different mobile
phone devices and it is a big challenge for banks to offer mobile banking solution on any type of
device. Some of these devices support Java ME and others support SIM Application Toolkit, a WAP
browser, or only SMS.
3. 5. 5 Initial interoperability issues however have been localized, with countries like India using portal like
“R-World” to enable the limitations of low end java based phones, while focus on areas such as South
Africa have defaulted to the USSD as a basis of communication achievable with any phone. The desire
for interoperability is largely dependent on the banks themselves, where installed applications (Java
based or native) provide better security, are easier to use and allow development of more complex
capabilities similar to those of internet banking while SMS can provide the basics but becomes difficult
to operate with more complex transactions. There is a myth that there is a challenge of interoperability
between mobile banking applications due to perceived lack of common technology standards for
 mobile banking. In practice it is too early in the service lifecycle for interoperability to be addressed
within an individual country, as very few countries have more than one mobile banking service
provider. In practice, banking interfaces are well defined and money movements between banks follow
the IS0-8583 standard. As mobile banking matures, money movements between service providers will
naturally adopt the same standards as in the banking world. On January 2009, Mobile Marketing
Association (MMA) Banking Sub-Committee, chaired by Cell Trust and VeriSign Inc., published the
Mobile Banking Overview for financial institutions in which it discussed the advantages and
disadvantages of Mobile Channel Platforms such as Short Message Services (SMS), Mobile Web,
Mobile Client Applications, SMS with Mobile Web and Secure SMS. Security As with most internet-
connected devices, as well as mobile-telephony devices, cybercrime rates are escalating year-on-year.
The types of cybercrimes which may affect mobile-banking might range from unauthorized use while
the owner is using the toilet, to remote-hacking, or even jamming or interference via the internet or
telephone network data streams. In the banking world, currency rates may change by the millisecond.
Security of financial transactions, being executed from some remote location and transmission of
financial information over the air, are the most complicated challenges that need
4. 6. 6 to be addressed jointly by mobile application developers, wireless network service providers and
the banks' IT departments. The following aspects need to be addressed to offer a secure infrastructure
for financial transaction over wireless network:  Physical part of the hand-held device. If the bank is
offering smart-card based security, the physical security of the device is more important.  Security of
any thick-client application running on the device. In case the device is stolen, the hacker should
require at least an ID/Password to access the application.  Authentication of the device with service
provider before initiating a transaction. This would ensure that unauthorized devices are not connected
to perform financial transactions.  User ID / Password authentication of bank’s customer.  Encryption
of the data being transmitted over the air.  Encryption of the data that will be stored in device for later
/ off-line analysis by the customer. One-time Password (OTPs) is the latest tool used by financial and
banking service providers in the fight against cyber fraud. Instead of relying on traditional memorized
passwords, OTPs are requested by consumers each time they want to perform transactions using the
online or mobile banking interface. When the request is received the password is sent to the
consumer’s phone via SMS. The password is expired once it has been used or once its scheduled life-
cycle has expired. Because of the concerns made explicit above, it is extremely important that SMS
gateway providers can provide a decent quality of service for banks and financial institutions in regards
to SMS services. Therefore, the provision of Service Level Agreements (SLAs) is a requirement for this
industry; it is necessary to give the bank customer delivery guarantees of all messages, as well as
measurements on the speed of delivery, throughput, etc. SLAs give the service parameters in which a
messaging solution is guaranteed to perform.
5. 7. 7 Scalability and reliability Another challenge for the CIOs and CTOs of the banks is to scale-up the
mobile banking infrastructure to handle exponential growth of the customer base. With mobile banking,
the customer may be sitting in any part of the world (true anytime, anywhere banking) and hence
banks need to ensure that the systems are up and running in a true 24 x 7 fashion. As customers will
find mobile banking more and more useful, their expectations from the solution will increase. Banks
unable to meet the performance and reliability expectations may lose customer confidence. There are
systems such as Mobile Transaction Platform which allow quick and secure mobile enabling of various
banking services. Recently in India there has been a phenomenal growth in the use of Mobile Banking
applications, with leading banks adopting Mobile Transaction Platform and the Central Bank publishing
guidelines for mobile banking operations. Application distribution Due to the nature of the connectivity
between bank and its customers, it would be impractical to expect customers to regularly visit banks or
connect to a web site for regular upgrade of their mobile banking application. It will be expected that
the mobile application itself check the upgrades and updates and download necessary patches (so
called "Over The Air" updates). However, there could be many issues to implement this approach such
as upgrade / synchronization of other dependent components. Personalization It would be expected
from the mobile application to support personalization such as :  Preferred Language  Date / Time
format  Amount format  Default transactions  Standard Beneficiary list  Alerts
6. 8. 8 Mobile banking in the world: This is a list of countries by mobile banking usage as measured by
the percentage of people who had non-SMS mobile banking transactions in the previous three months.
The data is sourced from Bain, Research Now and Bain along with GMI NPS surveys in 2012. Rank
Country/Territory Usage in 2012 1 South Korea 47% 2 China 42% 3 Hong Kong 41% 4 Singapore
38% 5 India 37% 6 Spain 34% 7 United States 32% 8 Mexico 30%
7. 9. 9 Rank Country/Territory Usage in 2012 9 Australia 27% 10 France 26% 10 United Kingdom 26%
12 Thailand 24% 13 Canada 22% 14 Germany 14% African nations such as Kenya would rank highly
if SMS mobile banking were included in the above list. Kenya has 38% of the population as
subscribers to M-Pesa as of 2011. Mobile banking is used in many parts of the world with little or no
infrastructure, especially remote and rural areas. This aspect of mobile commerce is also popular in
countries where most of their population is unbanked. In most of these places, banks can only be
found in big cities, and customers have to travel hundreds of miles to the nearest bank. In Iran, banks
such as Parsian, Tejarat, Pasargad Bank, Mellat, Saderat, Sepah, Edbi, and Bankmelli offer the
service. Banco Industrial provides the service in Guatemala. Citizens of Mexico can access mobile
banking with Omnilife, Bancomer and MPower Venture. Kenya's Safaricom (part of the Vodafone
Group) has the M-Pesa Service, which is mainly used to transfer limited amounts of money, but
increasingly used to pay utility bills as
8. 10. 10 well. In 2009, Zain launched their own mobile money transfer business, known as ZAP, in
Kenya and other African countries. Several other players in Kenya such as Tangerine, MobiKash and
Funtrench Limited also have network-independent mobile money transfer. In Somalia, the many
telecom companies provide mobile banking, the most prominent being Hormuud Telecom and its
ZAAD service. Telenor Pakistan has also launched a mobile banking solution, in coordination with
Taameer Bank, under the label Easy Paisa, which was begun in Q4 2009. Eko India Financial
Services, the business correspondent of State Bank of India (SBI) and ICICI Bank, provides bank
accounts, deposit, withdrawal and remittance services, micro-insurance, and micro- finance facilities to
its customers (nearly 80% of whom are migrants or the unbanked section of the population) through
mobile banking. In a year of 2010, mobile banking users soared over 100% in Kenya, China, Brazil
and USA with 200%, 150%, 110% and 100% respectively. Dutch Bangla Bank launched the very first
mobile banking service in Bangladesh on 31 March 2011. This service is launched with ‘Agent’ and
‘Network’ support from mobile operators, Banglalink and Citycell. Sybase 365, a subsidiary of Sybase,
Inc. has provided software solution with their local partner Neurosoft Technologies Ltd. There are
around 160 million people in Bangladesh, of which, only 13 per cent have bank accounts. With this
solution, Dutch-Bangla Bank can now reach out to the rural and unbanked population, of which, 45 per
cent are mobile phone users. Under the service, any mobile handset with subscription to any of the six
existing mobile operators of Bangladesh would be able to utilize the service. Under the mobile banking
services, bank-nominated ‘Agents’ perform banking activities on behalf of the banks, like opening
mobile banking account, providing cash services (receipts and payments) and dealing with small
credits. Cash withdrawal from a mobile account can also be done from an ATM validating each
transaction by ‘mobile phone & PIN’ instead of ‘card & PIN’. Other services that are being delivered
through mobile banking system are person-to-person (e.g. fund transfer), person-to-business (e.g.
merchant payment, utility bill payment), business-to-person (e.g. salary/commission disbursement),
government-to-person (disbursement of government allowance) transactions.
9. 11. 11 In May 2012, Laxmi Bank Limited launched the very first mobile banking in Nepal with its
product Mobile Khata. Mobile Khata currently runs on a third-party platform called Hello Paisa that is
interoperable with all the telecoms in Nepal viz. Nepal Telecom, NCell, Smart Tel and UTL, and is also
interoperable with various banks in the country. The initial joining members to the platform after Laxmi
Bank Limited were Siddartha Bank, Bank of Kathmandu, Commerz and Trust Bank Nepal and
International Leasing and Finance Company. Brief global scenerio of the current state of mobile
banking :  Adoption barriers: Globally, the mobile banking user base is expected to grow at 18
percent annually to over 1 billion users by 2017. It's estimated that 590 million consumers will use
mobile banking by year-end 2013. But, on the consumer side, there is still some resistance to mobile
banking, reflected in relatively low adoption rates. We look at the five main barriers currently limiting
adoption.  The app race and platforms: In the highly competitive retail banking sector, any service or
feature that helps a bank differentiate can lead to a greater market share, larger deposit base, and an
edge on the competition. That's why banks have begun to invest heavily to integrate the latest and
greatest features into their smart-phone apps and mobile sites. We look at a few banking app
pioneers, and explore the newest cutting-edge features. We also take a peek at the technologies that
power mobile banking on the back- end, and the deal making that has surrounded these platforms in
recent months.  Bottom-up: Unlike past consumer finance technologies first adopted by the wealthy in
developed countries (e.g., credit cards), mobile banking has caught on in poorer countries, and could
expand bank and credit access worldwide. In emerging markets, many lack basic financial
infrastructure and limited access to credit is a huge economic bottleneck. But even in the United
States, where credit and financial markets are highly evolved, an estimated one-fifth of the adult
population have limited access to banks.  A mobile-first bank?: If the legacy banks don't succeed in
 redefining their services for the mobile age, they risk losing out to upstarts like Simple with innovative
mobile-first banking formulas.
10. 12. 12 ADVANTAGES AND DISADVANTAGES OF MOBILE BANKING There are both advantages
and disadvantages of mobile banking some of which have been highlighted below. Advantages  It
utilizes the mobile connectivity of telecom operators and therefore does not require an internet
connection.  With mobile banking, users of mobile phones can perform several financial functions
conveniently and securely from their mobile.  You can check your account balance, review recent
transaction, transfer funds, pay bills, locate ATMs, deposit cheques, manage investments, etc. 
Mobile banking is available round the clock 24/7/365, it is easy and convenient and an ideal choice for
accessing financial services for most mobile phone owners I the rural areas.  Mobile banking is said
to be even more secure than online/internet banking. Disadvantages  Mobile banking users are at risk
of receiving fake and scams.  The loss of a person’s mobile devise often means that criminals can
gain access to your mobile banking PIN and other sensitive information.  Modern mobile devices like
Smart-phone and tablets are better suited for mobile banking than old models of mobile phones and
devices.  Regular users of mobile banking over time can accumulate significant charges from their
banks. The State Bank of India (SBI) has emerged a surprise market leader in mobile banking,
accounting for half of all mobile transactions in the country. Although traditionally new generation
private banks and foreign banks have been the early adopters of alternative platforms,
11. 13. 13 the 208-year-old Indian bank is preparing to leapfrog its customers directly from branches to
mobiles as part of its strategy to reach out to the unbanked and decongest branches. The bank has
over 1.15 crore mobile banking users, which is larger than the mobile banking customer base of large
banks in the West. Only a couple of Chinese banks have more mobile banking customers. The number
is expected to rise dramatically as the ratio of mobile banking customers rises from 4.5% at present to
12% in two years and possibly 60% after three years as the bank completes its channel integration.
"Message-based banking, where you don't even need smartphones, has just been launched (in India).
I do believe that once this is understood by people, there will be an explosion of activity in the mobile
space. This is what the future holds," said SBI Chairman Arundhati Bhattacharya. She said mobile
banking will also play a large part in the role of the yet-to-be-launched payment banks with which SBI
plans to have tie-ups. The aggressive promotion of alternative channels is part of the bank's strategy
to decongest branches, which are expected to come under even more pressure as the bank opens
over 1.5 crore new accounts under the Prime Minister's Jan Dhan Yojana . At present, customers can
access the bank through "State Bank Anywhere" - the bank's Smartphone app which is integrated with
Internet banking. The service which is expected to be used by the masses is "State Bank Freedom",
which can be accessed by all kinds of phones. "We see a business opportunity in payment banks as
they can dovetail into the main bank by acting as a customer touch point for us. As to promoting a
payment bank ourselves, we will see what the opportunities and regulations are like. If you are a
promoter, there is a restriction on how much you can use it," said Bhattacharya. "A lot of it is also for
small value remittances. We are offering regular remitters a 'green remit card', which enables him to
swipe his card in a cash deposit machine, deposit the cash and send money instantly," said
Bhattacharya.
12. 14. 14 OBJECTIVES  To study the conceptual model of mobile banking.  To study mobile banking
services.  To study the solution for mobile banking.  To study mobile banking in the world.  To study
brief global scenario of the current state of mobile banking.  To study the advantages and
disadvantages of mobile banking.  To study mobile banking in the State Bank of India.
METHODOLOGY: The study is based on primary and secondary data. The primary data were
collected through well structured questionnaire. The data were collected from a sample of 100
respondents in Aizawl Town.
13. 15. 15 0 10 20 30 40 50 60 70 Male Female DATA ANALYSIS & INTERPRETATION 1. Gender of
Respondents: TABLE 1: Gender of Respondents. FIGURE 1: Gender of Respondents. Out of the total
respondents (100 respondents), 38% were female and 62% were male. This is shown in Table 1 and
Figure 1. Male 62% Female 38%
14. 16. 16 2. Age of respondents: TABLE 2: Age of Respondents. FIGURE 2: Age of Respondents. Out of
the 100 respondents, 38% were below the age of 30, 24% were between 30-40 years, 22% were
between 40-50 years and 16% were above 40 years. This is shown in Table 2 and Figure 2. Below
30yrs 38% 30 – 40yrs 24% 40 – 50yrs 22% Above 50yrs 16% 0 5 10 15 20 25 30 35 40 Below 30 30 -
40 40 - 50 Above 50
15. 17. 17 0 10 20 30 40 50 60 70 80 Married Single 3. Marital Status of Respondents: TABLE 3: Marital
Status of Respondents. FIGURE 3: Marital Status of Respondents. Out of the total respondents, 68%
were married and 32% were single. This is shown in Table 3 and Figure 3. Married 68% Single 32%
16. 18. 18 0 10 20 30 40 50 60 70 High Scool Higher Sec. School Illiterate Graduate & above 4.
Educational Qualification of Respondents: TABLE 4: Educational Qualification of Respondents. High
School 11% Higher Secondary School 25% Illiterate 0% Graduate and Above 64% FIGURE 4:
Educational Qualification of Respondents. Out of the total respondents, 11% studied High School, 25%
studied Higher Secondary School, 0% Illiterate and 64% had graduated from college/university. This is
shown in Table 4 and Figure 4.
17. 19. 19 5. Income of Respondents: TABLE 5: Income of Respondents. Less than 15,000 35% 15,000 –
20,000 14% 20,000 – 30,000 26% Above 30,000 25% FIGURE 5: Income of Respondents. Out of the
total respondents, 35% income was less than Rs 15, 000, 14% income was between Rs 15, 000 – 20,
000, 26% income was between Rs 20, 000 – 30, 000 and 25% income was above Rs 30, 000. This is
shown in Table 5 and Figure 5. 0 5 10 15 20 25 30 35 40 Less than 15,000 15,000-20,000 20,000-
30,000 Above 30,000
18. 20. 20 0 5 10 15 20 25 30 Business Self Employed Employee Private Company Student 6. Occupation
of Respondents: TABLE 6: Occupation of Respondents. Business 23% Self Employed 24% Employee
26% Private Company 10% Student 17% FIGURE 6: Occupation of Respondents. Out of the total
respondents, 23% were Business Workers, 24% Self Employed, 26% Government Employee, 10%
working in Private Companies and 17% Student. This is shown in Table 6 and Figure 6.
19. 21. 21 0 10 20 30 40 50 60 70 80 Apex Bank Axis Bank BOI HDFC IDBI Kotak Bank SBI 7. Bank of
Respondents: TABLE 7: Bank of Respondents. Apex Bank 8% Axis Bank 14% BOI 1% HDFC 2% IDBI
0% Kotak Bank 0% SBI 75% FIGURE 7: Bank of Respondents. Out of the total respondents, 8% used
Apex Bank, 14% used Axis Bank, 1% used BOI, 2% used HDFC, 0% used IDBI, 0% used Kotak Bank
and 75% used SBI. This is shown in Table 7 and Figure 7.
20. 22. 22 0 5 10 15 20 25 30 35 40 45 Security Insufficient operating guidance Network Problems Cost of
Transaction Difficulty in Handling mobile phone 8. Barriers of Respondents: TABLE 8: Barriers of
Respondents. FIGURE 8: Barriers of Respondents. Out of the total respondents, 17% have problems
in Insufficient Operating Guidance, 40% have problems in Network Problems, 13% have problems in
Cost of Transaction and 9% have problems in Difficulty in Handling Mobile Phone. This is shown in
Table 8 and Figure 8. Security 21% Insufficient Operating Guidance 17% Network Problems 40% Cost
of Transaction 13% Difficulty in handling mobile phone 9%
21. 23. 23 0 5 10 15 20 25 30 To check balance To review recent transaction Alert on account activity For
funds transfer For mobile recharging Access to loan statements Managing loan account Online
shopping For payments of bills 9. Perceived Utility of Respondents: TABLE 9: Perceived Utility of
Respondents. FIGURE 9: Perceived Utility of Respondents. Out of the total respondents, 28% used
mobile banking to check balance, 7% used it to review recent transaction, 10% used it for alert on
account activity, 19% used it for funds transferring, 15% used it for mobile recharging, 2% used it for
accessing to loan statements, 1% used it for managing loan account, 12% used it for online shopping
and 6% used it for payments of bills. This is shown in Table 9 and Figure 9. To check balance 28 To
review recent transaction 7 Alert on account activity 10 For funds transfer 19 For mobile recharging 15
Access to loan statements 2 Managing loan a/c 1 Online shopping 12 For payments of bills 6
22. 24. 24 SUMMARY OF FINDINGS Demographic Profile:  Out of the 100 respondents, 62% were male
and 38% were female.  Out of the 100 respondents, 38% were below the age of 30, 24% were
between 30-40 years, 22% were between 40-50 years and 16% were above 40 years.  Out of the
total respondents, 68% were married and 32% were single.  Out of the total respondents, 11%
studied High School, 25% studied Higher Secondary School, 0% Illiterate and 64% had graduated
from college/university.  Out of the total respondents, 35% income was less than Rs 15, 000, 14%
income was between Rs 15, 000 – 20, 000, 26% income was between Rs 20, 000 – 30, 000 and 25%
income was above Rs 30, 000.  Out of the total respondents, 23% were Business Workers, 24% Self
Employed, 26% Government Employee, 10% working in Private Companies and 17% Student.  Out
of the total respondents, 8% used Apex Bank, 14% used Axis Bank, 1% used BOI, 2% used HDFC,
0% used IDBI, 0% used Kotak Bank and 75% used SBI. BARRIERS  Out of the total respondents,
17% have problems in Insufficient Operating Guidance, 40% have problems in Network Problems,
13% have problems in Cost of Transaction and 9% have problems in Difficulty in Handling Mobile
Phone. PERCEIVED UTILITY  Out of the total respondents, 28% used mobile banking to check
balance, 7% used it to review recent transaction, 10% used it for alert on account activity, 19% used it
for funds transferring, 15% used it for mobile recharging, 2% used it for accessing to loan statements,
 1% used it for managing loan account, 12% used it for online shopping and 6% used it for payments of
bills.
23. 25. 25 SUGGESTIONS: The customers are indeed with the advantages of mobile banking but
reluctant to used it for want of security. If steps are taken on the part of the bank to eradicate this fear,
decrease network problems and provide proper operational guidance. Majority of the mobile users
could be deviated from traditional banking to mobile banking. CONCLUSIONS: One of the major
hurdles to overcome for successful consumer acceptance of mobile banking is the network problems
and system security. The customers must be made to understand the systems and explain its safety
and overcome their fear and problems. If this is done in future, there is a possibility that the usage of
mobile banking will go up to 100%.
24. 26. 26 INTERNET SOURCES:  https://en.wikipedia.org/wiki/Mobile_banking 
http://www.businessinsider.com/bii-report-the-mobile-banking-ecosystem-explained-2013- 3?IR=T 
http://mauconline.net/2013/03/07/advantages-and-disadvantages-of-mobile-banking/ 
http://timesofindia.indiatimes.com/business/india-business/SBI-has-50-share-in-mobile-
banking/articleshow/42477088.cms