Page 1 of 13
European Journal of Business &
Social Sciences
Available at https://ejbss.org/
ISSN: 2235-767X
Volume 07 Issue 04
April 2019
Available online: https://ejbss.org/ P a g e | 2094
A Study on Usage and Adoption of Mobile Banking: Special Reference to
undergraduate students of District Kargil Jammu and Kashmir
Corresponding Author
Dr. Mohd Rafiq Sofi
Teaches at Govt. Degree College Ganderbal
Jammu & Kashmir (India)
Mobile No: 9797190209/ 8825015499
E-Mail Id: rafeeqgbl@gmail.com
Second Author
Raja Irfan Ahmad Mir
Lecturer Satellite Campus Kargil University of Kashmir
Mobile No: 7051422756/7006135787
ABSTRACT
This study has been conducted to investigate the awareness and use of banking services
through Mobile phones in District Kargil of Jammu & Kashmir state. A self-administered
questionnaire has been developed and distributed among the undergraduate students of
Kashmir University Satellite Campus Kargil. Out of 100 questionnaires, only 84 usable
questionnaires were used, yielding a response rate of 84 percent. The data was analyzed
through appropriate statistical techniques. This paper also attempts to analyze the key factors
responsible for attracting the customers to adopt and use mobile banking and also bring in to
light the barriers in adopting and use of mobile banking in district Kargil of Jammu &
Kashmir State.
Keywords: Mobile Banking, Kargil district, Convenience, Risk, Network problem,
Technology
Page 2 of 13
European Journal of Business &
Social Sciences
Available at https://ejbss.org/
ISSN: 2235-767X
Volume 07 Issue 04
April 2019
Available online: https://ejbss.org/ P a g e | 2095
Introduction
Technological innovation has rapidly changed every aspect of our life and banking sector is not
an exception. Nowadays mobile phones have become a part and parcel of daily routine life. The
banks in India have started taking the benefits of these mobile phones by providing the mobile
banking services in order to enlarge the customer base and reduce operational costs. ICICI was
the first bank to provide this type of service in India. Nowadays almost all banks are providing
such services but it is also a reality that till now mobile banking is not in a position to take
place of traditional banking Mobile phones have become an important tool for everyday use
which creates an opportunity for many marketers to reach potential customers.
1. Corresponding author teaches at Govt. Degree College Ganderbal.
2. Lecturer at University of Kashmir
It has also created an opportunity for the bankers to provide banking services and to reach the
unbanked population through mobile banking. The outstanding growth of mobile sector
worldwide has created an opportunity to provide financial services to the low income group of
customers within the minimum possible time, at minimum cost and at the doorsteps of
customers.
Mobile Banking (M-banking) is an application of mobile device that enables customers to
bank virtually at any convenient time and place. To be more precise mobile banking is a full- fledged bank in the hands of the customer everywhere and every time. There has been
unprecedented growth in mobile banking in many nations and it is also a reality that India is
one of the fastest growing countries in terms of mobile users therefore, the banks in India are
contesting to make use of this latest technology to reduce their operational cost and increase
customer base. The current research paper aims to find out the level of awareness and usage
Page 3 of 13
European Journal of Business &
Social Sciences
Available at https://ejbss.org/
ISSN: 2235-767X
Volume 07 Issue 04
April 2019
Available online: https://ejbss.org/ P a g e | 2096
of Mobile Banking by the college going students in the remote area of District Kargil (Jammu
& Kashmir). The paper also aims to unearth the factors responsible for adoption or refusal of
Mobile Banking facilities.
Review of related literature
With the tremendous use of mobile phones in India providing banking services through
mobile phones has became a convenient alternative for banking sector. Simultaneously it got
attention of researches to conduct research on different aspects and various dimensions of
mobile banking. A good number of research documents have been reviewed for the current
research paper but only the most relevant ones are mentioned here:
Leeladhar (2006) - is of the opinion that banking and telecom industries are most immensely
growing sectors in India from last few decades.
Clark (2008) -Stated that the mobile as a channel delivers convenience immediacy and choice
to consumers but there are a large number of different mobile devices which pose a big
challenge to banks to offer mobile banking solution on any type of devices.
Sharma and Singh (2009) - has found that Indian mobile banking users are feeling unease
with security related issues.
Hayat (2009) - has suggested that banking regulatory must provide adequate protection for
consumers which are the key barrier in adaptation of mobile banking.
Koneing Lewis et al. (2010) - asserts that young persons are more inclined to adopt mobile
banking as it fits their life style.
Riddhima Gandhi (2010) - states that mobile banking is not very popular even within the
urban areas. Today less than 14 percent of urban dwellers use mobile banking. He further
