Review of Literature

1. Martin Kweku (2013), this study attempts on factor analysis of customers

perception of mobile banking services in Kenya. In this study investigated factors
that influence the adoption of mobile banking service in Kenya. In particular we
have shown empirically that the influence of the intervening demographic factors
and the consumer perception may have differential impact in emerging markets
compared to developed market situations. This study results indicated that there
was no significant difference in the perception of ease of use between genders in
the decision. The major findings of the study will therefore provide the financial
industry with a better understanding of the factors underlying consumer adoption
of mobile banking service.

2. Lalitha Balakrishnan(2016), this study also revealed on factors affecting mobile

banking service –An empirical study on adoption of mobile banking mode of
services. Presently the internet technology has brought the third revolution to this
world. The banking sector has been upgrading their services with the use of
technology from time to time like introducing the ATM – Automated Teller
Machine which took more than a decade to get popular and the phone and net
banking took half the time of ATM. In this study identifies mobile banking
technology which is the third era of technology of banking sector after phone and
net banking and comparatively its growth is phenomenal when compared to the
first two eras. Even in India the mobile banking is growing fast because of the
world’s largest subscriber base in mobile sector after China.

3. Prerna Sharma (2012), this study was conducted on mobile banking in India;
barriers in adoption and services preferences. He revealed in his study mobile in
his study mobile banking is growing yet there are numbers of issue and threats in
mobile banking system and the major problem of mobile banking is its non -
adoption by the customers and also research focuses on the barriers in adoption of
mobile banking. It further focuses preferred service by the mobile banking
customers and influence of demographic variable on mobile banking service
adoption. A cross-section descriptive design was adopted and data collected was
subject to product moment correlation, one –way Kolmogorov Simonov test and
frequency analysis. Finally this study suggest that customers security concern is the
major barrier in adopting mobile banking services are concern balance check tops,
as customers prefer information based services rather than financial services
provided by the bank.

4. Suresh(2017), this study focused on changing consumer behaviour for mobile

banking services in India. Mobile banking is the latest and most innovative service
offered by the banks. The purpose of the study is to investigate determinants of
mobile banking adoption based on an individual’s benefits and costs of adopting
 mobile banking. The main factors that determine the customer satisfaction of
mobile banking in India are security, efficiency, cost effectiveness, easy demand
fulfilment and correctness in results. It aims to analyse the customer satisfaction of
mobile banking through these factors. Mobile banking is one of the alternatives in
e –channels available to customers for quick and efficient of service at any time of
the day and from anywhere to use .Banks can also use to unable the banking for
increasing the efficiency of their staffs creates a platform. Finally this paper an
endeavour has been made to explore the customer satisfaction of the new
electronic payment service as mobile banking and the factors influencing the
adoption of mobile banking services.

5. Mahmoud Jasim(2014), this study conducted on the factor influencing customer

usage of mobile banking services in Jordan. This current study seeks to determine
the factors that affect the acceptance of the mobile banking the view point of
customers. These factors are divided into two factors that drive customers to use
mobile banking services. The major finding provided support for the model of the
study. The design and development of this questionnaire was based on an initial
pre tested survey distributed to a sample consisting of (56) Jordan Banks. Finally
this study results is acceptable as the members. All the hypothesis regarding the
impact of the factors I included in the study on usage of mobile banking was
supported and hypothesis of the study have been accepted, indicating the positive
impact of the motivating factors on the usage of mobile banking services.

6. Nidhi Singh & Neena Sinha(2016), this study is concerned with mobile banking
which states that the banking sector has to create more consciousness to the
customers regarding the banking services provided by the banks. This study also
reflects the alteration of the traditional method of transaction used by the
customers by adding mobile banking services.

7. Husins-fen-Lin(2011), This study proves that the new technological improvements

in banking services like mobile banking have improved to a great extent which
promotes the customers to follow the new banking services like mobile banking.
The results of this study states that some of the advantages of mobile banking
helped the customers to accept the mobile banking services provided by the
banks.

8. Dr . Rajkumar G & Sundaram Ravindran D (2012), in the journal of internet

banking and commerce studied about the factors affecting the prolongation
decision of the early adopter of mobile banking services .The study proved that
after choosing the new technology, the customer find satisfaction in the quality
framework of the service

9. Preeti Singh (2013), the study finds out that there are several problems applicable
to mobile banking services. According to this study from customer’s point of view
 security, standard of service provided by banks. Mobile operations are some of the
analytical issues or challenges faced by mobile banking in India.

10. Simplice A Asongu and Nicholas M Odhiambo(2019), A study that enquiry into
relationship between mobile banking and inclusive development that includes
quality of growth in equality and poverty.

11. Lakshmi Narayana et.al (2013) in their study entitle “A Study on Customer Satisfaction
towards Online Banking services with reference to Bangalore city” focuses on investigating
the major factors that influence online customers’ satisfaction with the overall service
quality of their banks. Assessing the power of these factors in the context of Online
(Internet) banking and would, therefore, help the bank management not only in improving
the level of satisfaction but also strengthening the bond between the banks and their
customers, thereby helping them to retain and expand their overall customer base.
Further this study reveals that online banking, to make a customer's banking experience
more convenient, efficient, and effective, it becomes even more important to ascertain the
customers’ perception of the overall service quality and their satisfaction with the current
online banking services.

12. Vimala (2015) has attempted a study on "An Evaluative Study on Internet Banking Security
among Selected Indian Bank Customers”. This study shows that Internet banking is very
convenient and fast, it is mired with several security issues. Banking institutions have taken
several measures to ensure safety measures for their customers while performing various
transactions online banking sector is one of the major beneficiaries of the Internet
revolution and the growth of banking technology products have been remarkably
increasing. Internet banking system proves to be very versatile in completing transactions
like balance inquiry, withdrawal, deposits, viewing the bank statement, and record of
recent transaction. From this study rightly observed that, very few works have focused on
the Internet banking, its usage, safety measures and its perceptions, attentiveness level,
satisfaction levels, attitudes and behaviour of the internet banking, security issues, and
financial frauds.

13. Rete Colonia. (2016) has conducted study on "YONO in India: Current and Future
Prospects”. Reeta has examined that E-banking is the most pioneering trend among the
customers in the present era of thrust for more expeditious and secured financial services.
The transfer from the traditional banking to E-banking has been an elevating amendment
in banking dealings. Banking industry in India and additionally discussed the magnification
rate and future prospects of the YONO services provided by the Indian banks in this
regard. Economic growth and development of any country is mainly influenced by the
advancement of the banking sector in that particular nation.

14. Khaled Bin Amir and Dr . Hasina Shaykh (2017) in their study entitle "Analysis of Customer
Satisfaction on Online Banking: A Case Study on “One Bank Limited” has stated that
customers are asked about their satisfaction level on online banking. Online banking
services of One Bank Limited, is quite good and satisfactory but customers were not aware
and willing to take this services. But level of satisfaction is greater for some parameters
and less for some parameters. Likewise, customers are satisfied with security and user
 friendliness of the website of the banks and somewhat neutral in perception with update
frequency. For this reason, internet banking has become an important measurement tools
to attract larger customer base.

15. Sunitha C K (2019) has made an empirical study of customer satisfaction in YONO services.
This study stated that Electronic banking incorporates systems that enable individual
customers to access their accounts, transact with speed and obtain current and updated
information on latest financial products and services through public or private networks. It
accommodates a variety of platforms such as internet banking, telephonic and television
based banking, automated teller services, mobile phone banking as well as personal
computer based and offline banking services. Customer is distinguished from a consumer
in the sense that a customer pays for a product or service while a consumer is the end
user who experiences a product or service.

16. Meter et.al (2000) found that Customers perceive the quality of services of Internet
banking based on the performance of online delivery systems – not on the processes
in which the delivered service is developed and produced. Because customers
perceive Internet banking service quality based on relatively standardized outcomes
determined by online systems.

17. Black teal (2001) Conducted the study to know; what are the customer's perceptions
about internet banking and what are the drivers that drive consumers. How
consumers have accepted internet banking and how to improve the usage rate .The
study revealed that education, gender, income plays an important role in usage of
internet banking. The research states that if skills can be upgraded there will be
greater will to use internet banking by consumers.

18. Janetta (2004) Stated that Online banking requires perhaps the most consumer
involvement, as it requires the consumer to maintain and regularly interact with
additional technology (a computer and an Internet connection).

19. Raquel (2006) Investigated that the majority of customers in the sample are
satisfied or very satisfied with the service and online systems attributes. It appears
that companies that offer a wide product portfolio and relevant website content
accompanied by prompt and courteous response create satisfaction online.

20. Srivastav (2006) Found that (1) perceived risk with online shopping, (2) past
experience with online shopping, (3) perceived benefits of online shopping, (4)
perceived ease of online shopping, and (5) perceived\ uncertainty of online
shopping are the factors that affect the customer perception regarding E-banking.