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Mobile Banking Project
1. 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.
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
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.
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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
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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.
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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
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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%
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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
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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.
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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.
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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,
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.
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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.
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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%
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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%
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40
Below 30 30 - 40 40 - 50 Above 50
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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%
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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.
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.
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Less than 15,000 15,000-20,000 20,000-30,000 Above 30,000
20. 20
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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.
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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.
22. 22
0
5
10
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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%
23. 23
0
5
10
15
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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
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.
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%.
