COMMONWEALTH JOURNAL OF COMMERCE & MANAGEMENT RESEARCH MOBILE BANKING: AN EMPLOYEES PERSPECTIVE

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1 MOBILE BANKING: AN EMPLOYEES PERSPECTIVE Mohsina Khan Ph.D. Scholar, Department of Banking and Business Economics, UCCMS, Mohan Lal Sukhadia University, Udaipur ABSTRACT Nowadays customers required more innovative products due to complexity of needs so that everywhere new technologies taking place. In this era banks have to launch faster growing strategy. Mobile banking (also known as M-banking, sms-banking) is a term used for performing balance checks, account transactions, payments etc. via a mobile device such as a mobile phone. Mobile banking is dependent on mobile phones technology. Mobile Banking has been in existence since more than a decade. Mobile Banking would be increasingly used from Building better consumers association, decreasing cost, achieving new revenue stream, connecting with the new consumers sectors, build up customer relationships to improve loyalty, and create new ways to generate lead in the process of prospecting. The main objectives of the study are: - to study and analyze service efficiency of banks, profitability and productivity of banks and also evaluate the growth trends and emerging issues Key Words: M-banking, technology, innovation 66

2 INTRODUCTION Banks starts to use new technology to provide better quality services to their customers and at greater speed. Technological advancement allowed them to offer services like Internet banking and mobile banking, making it convenient for customers to interface with their banks from geographically diverse places. Innovation has been achieved by most banks in recent times by implementing mobile banking. The present paper examines the adoption of mobile banking for various services, like mobile payments and mobile transfers by banks. And also evaluate the impact of M-Banking in Indian banking. In country only banking sector is that sector which works as a channel in attracting savings and mobilizing them in required areas. It works as a baton of capital constitution. Nowadays all sectors are working as innovation acceptor. Nowadays banks has welcomed wireless and mobile technology into their boardroom to offer their customers the freedom to pay bills,payment while stuck in traffic jams, to receive updates on the various marketing efforts The banking needs of consumers are getting more complex and they are always demanding for more new products. As a result, the technology architectures of banks need to be more flexible and innovative. So they have to introduce fastest growing strategy. In this way ATM, E-Banking, Online banking, Credit cards and M-Banking are taking place of past decades. Banks transaction has become dynamic and travels with person. With M-Banking facilities one can bank from anywhere, at any time and in any condition. M-baking not only saves time for consumer but also reduce costs for banks. This is because a user has access to his mobile phone all day, at all time. In M-banking funds are transfers from payer to a receiver directly without an intermediary. The people use mobile phones for banking transactions to saves time. Time pressured and speed as the most important aspect of customer service and they are more likely to be interested in technology which saves them time. 67

3 MOBILE-BANKING M-Banking is increasingly popular way to monitor and manage money. With mobile banking technology, banks can offer a wide range of services to their customer such as funds transfer while make a journey, receiving online updates of stock price or even performing transactions while being stuck in traffic. M banking refers to provision and availment of banking and financial services with the help of mobile telecommunication devices. The biggest limitation of internet banking is the requirement of a PC with an internet connection. M-banking reduces the customer requirement to just a mobile phone. M-banking gives ability to customer to manage their cash outflows anytime, anywhere, without having to connect to internet Mobile banking is rejoicing fast advancement in India. It has well crossed the pioneer stage. Mobile banking is different from internet banking and ATMs anyways. The internet is not as commonly used as the mobile phones. Further, the internet requires particular devices such as a desktop or a laptop. The public sector banks realized that if they have to exist, they will have to accept current technology, SBI was first to focus on technology and is constantly at work to innovate in an attempt to lower costs. Technology will not just help them reach out to customer better but also help them cut costs and improve efficiency. M-banking is a service of banks to make available, the facility of banking wherever the customer is and whenever he needs. In today s world every person has personal mobile rather than having computer at home. Even rural person also have mobile. With mobile banking customer can bank from anytime and anywhere. 68

4 MOBILE BANKING BALANCE ENQUIRY MONEY TRASFER BILL PAYMENT DEMAT A/C OTHER FACILITY E-TICKET CHEQUE BOOK REQUEST MOB TOP UP OBJECTIVES OF THE STUDY 1. To study the employees perspective towards mobile banking 2. To study the attitude of employees of banks towards mobile banking services. 3. To study the banks problem regarding m-banking services and find out their solution 4. To study about service efficiency of banks after Mobile-Banking RESEARCH METHODOLOGY In order to analyze the level of perception of employees regarding mobile banking facility. Study was conducted using the survey method with a sample of 30 respondents. The data were collected with the help of a well-structured questionnaire. The sample was selected on the basis of convenience sampling. RESEARCH PROCEDURE- Primary data- (Questionnaires) Secondary data (Websites, Internet, various articles and research papers, text books.) 69

5 EXPERIENC E AGE GROUPS GENDER Area of study (Public and Private Banks) Target population- (Employees of both banks) Sampling Method- (Convenient sampling through structured questionnaires.) RESPONDENTS PROFILE Table indicates that out of 30 respondents 23 (76.6%) were males, while 7 (23.3 %) were females. Only 5 (16.6 %) respondents belonged to the middle age group (36-50), 15(50%) belonged to the younger Age group (Less than 35 years) And 10 (33.33%) respondents belonged to the older age group (more than 50 years), 16 (53.33%) employees had less than 8 years experience, 2(6.66%) had experience from 8 to 15 years and 12 (40%) had more than 15 years experience. Table 1 DESCRIPTION FREQUENCY PERCENTAGE Male % Female % MORE THAN LESS THAN 8YEARS FROM 8 TO LESS THAN 15 YEARS YEARS AND ABOVE

6 DATA ANALYSIS AND INTERPRETATION: The data collected was analyzed and discussed in the following manner. The employee s perception about reaction of customers regarding service efficiency after mobile banking out of 30 respondents is 15(50%) are strongly agree i.e. 50 %admitted that they feels service efficiency is improved after M-Banking. While 3.33% denied of this fact. On asking about specific training to employees is required for handling M-banking,40% respondents are strongly agree that the specific training is essential for employees to tackle new technology, also 50 % respondents are given consent that specific training is required for employees. On the other hand, 6.6% of employees response are neutral and very few i.e. 3.3% are disagree that specific training is not essential for employees. The response regarding traditional banking 53.33% feels that traditional banking still not best option while 10% were strongly agree that traditional banking is still best option for their customers When the respondents were asked about the profitability and transaction cost of mobile banking 60% and 53.33% were in favor of mobile banking. That is M-banking is more profitable than traditional banking and it reducing cost. While only 3.33% respondents give no response regarding this question. Nobody feels that mobile banking is not profitable. Majority of employees feels that mobile banking reach the remotest client. Because M-banking provides facility at home comfort, at workplace. This is an anytime, anywhere banking. The response regarding Mobile Banking change the scenarios where out of 30 respondents, majority of them agree i.e. 60% agree and 26.66% strongly agree that mobile banking change the scenario. While only few i.e. 10 neutral and 3.33% were disagree. 71

7 43.33% are strongly agreed and 33.33% are agreeing that Mobile banking increases customer satisfaction level. While 6.6% are dis agree that M-banking doesn t increases customer satisfaction level.16.6% employee s response is neutral about satisfaction level. CONCLUSION AND SUGGESTION Mobile Banking in Indian banking help in reducing cost save time and also serves better in competitive world. Study indicates that specific training is required for employees for handling mobile banking. It is well recognized that mobile banking have immense potential of conducting financial services thus leading the economic growth with lot of convenience and much reduced cost. For higher growth of Indian Banking as Mobile Banking should reach remotest clients. This paper examines mobile banking adoption by banks and its impact on Indian banking industry. New innovation and technology is profitable for banks. For banks Mobile banking also profitable than traditional banking.it reduces cost, saves time and give banking facilities at home comfort. Advancement of technology changes the scenario in the world and in every sector. In banking industry mobile banking increase the working speed, effect bank efficiency and productivity in positive manner. M-banking is safe because there are so many methods and locking procedures available in mobile technology. If customer follow some rules than their banking information remains safe After introducing mobile banking in Indian banking scenario is totally changed. Now accessibility is improved and enhanced. Mobile banking is more transparent and fast technology to serves customers. Mobile Banking is easier and reaches to all level of people, even also to remotest area. Now this is not time bound banking because mobile banking provides 7/24 hrs banking services. 72

8 There is also need to generate awareness about the mobile banking so that more and more people use it for their benefit. REFERENCES Ahmed Sohel S.M,R. S. (2012). Problem and Prospect of Mobile Banking in Bangladesh. Journal of art,science & commerce, 3. Akhras Mousa T-Al, S. R.-A. (2011). Innovative Secure Mobile Banking Services. International journal of interactive mobile technology, 5. Akturan Ulun, T. N. (2012). Mobile Banking Adoption of The Youth Market Perception And Intention. Marketing and communication. Archana, S. (2011). Mobile Banking as Technology Adoption And Challenges. International journal of multidisciplinary research, 1(6). Donner, J. (2008). Mobile Banking and Economic Development :Linking Adoption,Impact and Use. Asian journal of communication, 18(4), Eusebio Scornavacca, S. J. (2004). M-Banking Services in Japan: A Strategic Perspective. International journal of mobile communication, 2(1), Gamoorthy Avinanya, S. A. (2012). Mobile Banking - An Analysis. Asian Jouranl of research in banking and finance, 2(7). Herman E. Riquwlne, R. E. (2010). The Moderating Efeect of Gender in the Adoption of M- Banking. International journal of bank marketing, 28(5). M, K. V. (2012). Scope And Problem of M-Banking Solution From Banked:Review of Indian Economy. Jourrnal of banking financial services and journal research, 1(4). Mathur, M. (2010). Mobile Banking: A New Dimension. The Journal of Amity business school,

9 Mohammed R. Jaradat, I., (2010). Assessing the Introduction of Mobile Banking in Jordan Using Technology Acceptance Model. International journal of interactive mobile technology, 4(1). Rajnish Tiwari, S. B. (2006). From Electronic to Mobile Commerce. Ratten, V. (2009). Adoption of Technology Innovation in the M-Commerce Industry. International journal of technology marketing, 4(4), Singh Preeti, B. S. (2011). Issues and challenges in mobile banking in india: a customer's perspective. research journal of finance and accountin, 2. Stuart J. Barnes, B. C. (2003). Mobile Banking Concept and Potential. International journal of mobile communication, 1(3), Sudhakara A.M, M. S. (2011). Emerging Mobile Banking Scenario And Its Adoption in India:A Study. Journal of information management, 48. Uppal, R. (2010). Emerging Issues And Strategies to Enhance M-Banking Services. African journal of marketing managment, 2(2), Uppal, R. (2011). Mobile Banking in india : an empirical analysis. In u. r.k, banking with technology. Uppal, R. (2011). Mobile Banking in India: An Empirical Analysis. In R..Uppal, Banking with Books:- technology. Rajneesh Tiwari, S. B. (2006). From Electronic to Mobile Commerce. Uppal, R. (2011). Mobile Banking in India: An Empirical Analysis. In R.Uppal, Banking with technology. 74

10 Websites: ANNEXURE: Table-2 1. In employees opinion what was reaction of customer regarding service efficiency after mobile banking. 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE

11 Table-3 2. Required Specific training to employees 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE Table-4 3. Traditional banking still remain best option for customers 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE

12 Table-5 4. Mobile Banking is More profitable than traditional banking 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE Table-6 5. Mobile Banking Reducing transaction cost 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE

13 Table-7 6.Mobile banking required exploitation of technology in full 1 STRONG AGREE AGREE NEUTRAL DIS AGREE Table-8 7. Mobile banking make possible to reach the remotest client. 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE TOTAL 30 78

14 Table-9 8. Mobile banking change the scenario 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE Table-10 9.Mobile banking increases bank productivity 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE

15 Table efficiency and working speed of your bank increased due to mobile banking 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE Table Mobile banking in banking industry has increases consumers satisfaction level? 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE

16 Table Mobile banking in banking industry improved service quality of banks. 1 STRONG AGREE AGREE NO RESPONSE DIS AGREE