International Research Journal of Education and Technology

In India, we have more than 900 million mobile users but still mobile banking is used by 40 million customers approximately. There can be various reasons behind this, such as need of active collaboration between banks and Telecom Company, lack of accessibility to customers, cost, awareness about the mobile banking app etc. Banks have to work on creating mobile banking awareness among the customers. They need to promote the benefits of mobile banking and its effectiveness. In this paper, we aim to determine how the mobile banking services offered by HDFC is helping the customers in their banking transactions. Customer has different views on mobile banking services provided by HDFC. We examine the expectations of customers from HDFC towards mobile banking system. In this paper we also evaluate the impact of mobile banking on customer experience after using mobile banking. This paper reflects the change in transactions mode of customers through mobile banking. This paper also shares the initiatives taken by customers in their banking usage after switching to mobile banking. For the survey around 100 customers of HDFC are selected. The Research mainly aims to study about how the mobile banking services offered by HDFC is making the lives of the customers as well as the bankers easier. It also studies about the various Mobile Banking Services offered by HDFC and its role in the customers banking transactions. It also enlists factors that influence customers to choose mobile banking over various other e-banking channels. 

Key Words: Mobile Banking, Accessibility, Banking Transactions, Initiatives, Expectations, EBanking Channels