International Journal of Scientific Research and Engineering Development

Mobile banking has transformed the way customers interact with financial institutions by enabling quick, convenient, and secure banking through smartphones. This study examines customer perception toward mobile banking services, focusing on awareness, usage patterns, satisfaction levels, and trust among users. The research adopts a descriptive design with data collected from 123 respondents using a structured questionnaire. Analytical tools such as percentage analysis, correlation, regression, and chi-square tests were used to interpret the data.
Findings reveal that most customers perceive mobile banking as convenient and time-saving, yet concerns remain regarding security, technical errors, and fear of fraud. The results also indicate a significant relationship between factors like convenience, reliability, and security and overall customer satisfaction. However, perceptions differ across demographic groups, reflecting the need for personalized service improvements.
The study concludes that while mobile banking adoption is increasing, continuous efforts are required to enhance security, usability, and trust to sustain customer confidence. The insights from this research will help banks and fintech companies develop more customer-centric mobile banking applications and promote financial inclusion in the digital era.