CUSTOMER PERCEPTION TOWARDS MOBILE BANKING IN

MUNNAR WITH SPECIAL REFERENCE TO SBI YONO APP

Project Report
Submitted By
JILSHA K GEORGE (Reg No. AM20COM009)

Under the guidance of

Ms. Ann Thomas Kiriyanthan

In partial fulfilment of requirements for the award of

Master of Commerce and Management

ST. TERESA’S COLLEGE (AUTONOMOUS), ERNAKULAM

COLLEGE WITH POTENTIAL FOR EXCELLENCE
Nationally Re-Accredited at ‘A++’ Level (Fourth Cycle)

Affiliated to
MAHATMA GANDHI UNIVERSITY
Kottayam – 686560

MARCH 2022
 ST. TERESA’S COLLEGE (AUTONOMOUS), ERNAKULAM
COLLEGE WITH POTENTIAL FOR EXCELLENCE
Nationally Re-Accredited at ‘A++’ Level (Fourth Cycle)

DEPARTMENT OF COMMERCE

CERTIFICATE
This is to certify that the Project Report entitled “CUSTOMER PERCEPTION
TOWARDS MOBILE BANKING IN MUNNAR WITH SPECIAL
REFERENCE TO SBI YONO APP” submitted by JILSHA K GEORGE
(Reg No. AM20COM009), towards partial fulfilment of the requirement for the
award of Master of Commerce and Management is a record of bona-fide carried
out during the academic year 2020-2022.

Supervising guide: Head of the Department:

Ms. Ann Thomas Kiriyanthan Ms. Ann Thomas Kiriyanthan
Assistant Professor Assistant Professor
Head of the Department Department of Commerce
 DECLARATION

I JILSHA K GEORGE do hereby declare that this dissertation entitled,

“ CUSTOMER PERCEPTION TOWARDS MOBILE BANKING IN
MUNNAR WITH SPECIAL REFERENCE TO SBI YONO APP” has been
prepared by me under the guidance of Ms. Ann Thomas Kiriyanthan, Head of
the Department of Commerce, St. Teresa’s College, Ernakulam.

I also declare that this dissertation has not been submitted by me fully or partly
for the award of any Degree, Diploma, Title or Recognition before.

Place: Ernakulam JILSHA K GEORGE

Date: 26 /08 / 2022
 ACKNOWLEDGEMENT

I wish to acknowledge all those persons who helped me in completing my project on the
topic, "CUSTOMER PERCEPTION TOWARDS MOBILE BANKING SERVICES IN
MUNNAR WITH SPECIAL REFERENCE TO SBI YONO APP".

First of all, I thank God Almighty for his blessings showered upon me in the conduct of the
project study. I also indebted to Ms Ann Thomas Kiriyanthan, Assistant Professor,
Department of Commerce, St. Teresa’s College, Ernakulam for her guidance and
encouragement for proper completion of the study.

I express my sincere thanks to the Director, Provincial Superior and Manager, Rev. Sr.
Dr.Vinitha, Principal Alphonsa Vijaya and to Ms. Ann Thomas Kiriyanthan, Head of the
Department of Commerce and all other faculties of the Department of Commerce, St. Teresa’s
College, for their support and valuable suggestions.

I would like to express my thanks to all the respondents and colleagues who were associated
with this study for their sincere contributions towards the successful completion of the
project.

I also extend heartfelt thanks to my family for their constant encouragement without which
this project would not be possible.

JILSHA K GEORGE
 CONTENTS

SL.N DESCRIPTION PAGE NO

O

1 INTRODUCTION 1-6

2 REVIEW OF LITERATURE 7-10

3 THEORETICAL FRAME WORK 11-20

4 DATA ANALYSIS AND 21-42

INTERPRETATION
5 FINDINGS, SUGGESTIONS AND 43-45
CONCLUSION

6 REFERENCE

7 APPENDIX
 LIST OF TABLES

SL N0 DESCRIPTION PAGE NO
4.1 TABLE SHOWING GENDER, AGE, OCCUPATION, 21
ANNUAL INCOME, EDUCATION WISE
CLASSIFICATION
4.2 TABLE SHOWING GENDER AND PAYMENT 22
METHOD
4.3 TABLE SHOWING GENDER AND MEDIUM OF 23
AWARENESS ABOUT SBI YONO APP
4.4 TABLE SHOW APPS USED OTHER THAN SBI 24-25
YONO APP AND THEIR FREQUENCY
4.5 TABLE SHOWING PURPOSE OF USING SBI YONO 26-27
APP
4.6 TABLE SHOWING FREQUENCY OF ACCESS OF 28
SNI YONO APP
4.7 TABLE SHOWIN SATISFACTION AND GENDER 29
4.8 TABLE SHOWING HYPOTHESIS TEST SUMMARY 29
4.9 TABLE SHOWING EVALUATION OF GENDER AND 30
ASSOCIATION WITH FACTORS
4.10 TABLE SHOWING HYPOTHESIS 1 TEST 31
SUMMARY
4.11 TABLE SHOWING AGE AND ASSOCIATION WITH 31-32
FACTORS
4.12 TABLE SHOWING HYPOTHESIS 2 TEST 32
SUMMARY
4.13 TABLE SHOWING FACTORS AFFECTING 33-34
SATISFACTION AND EDUCATION
QUALIFICATION OF RESPONDENTS
4.14 TABLE SHOWING HYPOTHESIS 3 TEST 34
SUMMARY
4.15 TABLE SHOWING FACTORS AFFECTING 35-36
SATISFACTION AND OCCUPATION OF
RESPONDENTS
4.16 TABLE SHOWING HYPOTHESIS 4 TEST 36
SUMMARY
4.17 TABLE SHOWING ANNUAL INCOME AND 37
FACTORS
4.18 TABLE SHOWING HYPOTHESIS 5 TEST 38
SUMMARY
 LIST OF FIGURES

SL N0 DESCRIPTION PAGE NO

4.1 FIGURE SHOWING PAYMENT APPS USED BY 25

RESPONDENTS
42 FIGURE SHOWING PURPOSE OF USING SBI YONO 28
APP
4.3 FIGURE SHOWING FREQUENCY OF SBI YONO 29
APP USAGE
 CHAPTER 1
INTRODUCTION
1.1 INTRODUCTION
Digital Banking Platforms enables bank to begin transformational process of becoming a
digital bank. Digital Banking Platforms also helps the bank to achieve business optimization.
Customers can easily make transaction, check their balance and also make transfer without
going to their bank branches. Mobile banking can be defined as “The provision of banking
services to customers on their mobile devices”. Mobile banking allows to perform many of
the identical activities like online banking using a tablet or smartphone instead of a Desktop
computer. Mobile banking contributes wide variety of banking services related to the banking
regulations like deposit and withdrawal of fund, statement request, mobile recharging, balance
enquiry, commercial payment, cheque book and card request, purpose of savings, money
transfer and used for purchasing purpose.

In many countries, Mobile banking has risen to well-known method of banking.

Mobile banking has been the fastest mechanization with the increase in the number of
smartphone users and internet subscribers.

While looking the rates, the adopting rate of Mobile Banking is highest in India and China. In
India, the main objective is customer satisfaction and retention, the banking industry had
changed their movements and concentrated from classical banking to innovative banking.
Mobile banking tries to remove the volume and time restrictions from various banking
transactions.

Mobile banking allows the customers to access their banking facility at anytime and
anywhere. Customers are able to check their bank statement, get their account details,
transferring of money from one account to other account, and easy payment of bills at
anytime and anywhere in the world. With the increasing usage of cell phone, especially in
India, Mobile banking became very popular because it only requires a digital phone.

Some of the features of Mobile banking services include:

● Mobile Check Deposit.

● Advanced Security& Fraud Alerts.
● Bill payments.
● CORE Banking Features.
● Bank Account Management.
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● QR Code Payments.

Today’s Indian Banks are operating in high competition from foreign banks. Now banks are
offering various economical services because it is the one of the way to attract and retain
customers. These days, Banking Industry is going through various changes because the
accessibility and operation of different channels. Technology performs an important role in
the growth of different channels and communication between customers and banks. Today’s
banking occurs more and more in online and financial institutions carryout their services
through various electronic channels and traditional branch network started to decline.

The massive progress in technology and the assertive imbue of information technology had
brought out ideal transfer in banking transactions. Technology became an increasingly key
element in the aggressive terrain of the financial industry. The current developments have
generated a new system concept and service conditions.

Technology has modified the habit of selling and buying commercial services. One of
the most elemental changes in the financial services is the movement of customers from
classical banking to modern banking. It is the progress regarding the usage of auto electronic
delivery channels like Internet, telephone, private banking through mobile phones etc. Internet
banking is an important type of information system which allows uses to do banking activities
by the innovative method of the Internet.

The banking industry in Kerala is faced by the unparalleled competition from non-
informal financial banking institutions, which offers more and more of financial and banking
services through Internet. The restructuring of the banking industry had disclosed innovative
technologies, which enables new competitors to enter into the financial services market
rapidly and logically. The internet is transforming the banking industry to perform the
business operation through online banking. Online banking provides individualized services
through web crawler. Online banking includes the usage of internet for the conveyance of
banking products & services. Online banking also provides various benefits to customers such
as accessing the accounts at any time and at any place with least cost.

The introduction of the internet has an important influence on the dispersal of mobile
Banking. With the support of Internet and Mobile, banking can be done at any geography

2
location. Consumers are able to access their accounts 24 hours day-to-day and seven days in
a week. Hence, Mobile banking provides various benefits to the banks and to their customers.
One of the main advantage of banks that goes through online is the possible savings rather
than the traditional banking. Mobile banking is really useful for the customers because of the
reduction in costs, time, quick response to complaints, improved service etc. which makes
banking transactions easier. This project highlights the customer preference towards the
Mobile banking services in Munnar, with special reference to YONO App.

Banking is focused on customer, which means that the customer is the focal point and
customer service is a separate element. The traditional banking functions are very limited.
The Economic reforms started by the Government of India in 1990s have brought changes in
the operational environment of the financial sector and the working of Indian banks. The
customer look forward to various services with various speedy and economic delivery modes.

The modernistic World Bank is entirely based on mechanization linked with the
Internet. Mobile banking contributes new opportunities for banks to amplify the markets and
services which is not limited to local level. The mobile banking transformation provides
serenity and changeability in banking operations for the benefit of customers. Mobile
banking had eliminated limited-time banking and local area operation. Because of the wide
range benefits of Mobile banking, many of the customer choose for mobile banking services.
This study provides an opportunity to analyze the preference for mobile banking among the
various customer categories.

1.2 STATEMENT OF PROBLEM

The project is about the customer perception towards mobile banking services with special
reference to Yono App of SBI. The bank needs to know what are the requirements of the
customers and want to find the ways to improve their services. The bank should find more
ways to adopt their services. Most of the customers are not preferring online banking because
they don’t believe in the system in internet. Also there are other situations like online fraud
cases and also customers don’t get any help from bank while doing the transactions through
online. This study is conducted to find out various problems faced by customers while using
Yono App- please summarise

3
1.3 OBJECTIVES OF THE STUDY
The study was aimed at meeting the following objectives:

● To analyse the factors that affect the satisfaction level of customers using SBI YONO
App.
● To evaluate the association between demographic variables and the factors influencing
satisfaction.
● To find out the frequency of accessing SBI YONO App.
● To examine the purpose of using SBI YONO App.
● To know the apps used by customers other than SBI YONO App.
● To understand the influencing factors for creating awareness about SBI YONO App.

1.4 HYPOTHESES OF THE STUDY

H01: There is no significant association with gender of respondents and satisfaction

of YONO app.
H02: There is no significant association between gender of respondents and factors.

H03: There is no association between factors affecting satisfaction and age of

respondents.

H04: There is no association between factors affecting satisfaction and educational

qualification of respondents.
H05: There is no association between factors affecting satisfaction and occupation of
respondents.
H06: There is no association between factors and Annual Income of respondents.

1.5 SCOPE OF THE STUDY

The complete research is based on analysing the preference for Mobile Banking
Service (SBI Yono App) among several customers of State Bank of India, Munnar. The
customers are in the B2C market and the research contains a Demographic Study in which
individuals from several classes/age groups/occupations are chosen and their preference for
using the SBI Yono App is examined to find out the satisfaction level and problems

4
associated to the usage of the App. The study helps to understand the perceived usefulness,
security, problems etc. associated to the App's usage and what are the other reasons affecting
the preference of Mobile Banking Services amongst the customers. The study helps the banks
to understand the preference of customers for using their app and in what all ways they can
improve or create more strategies to retain their customers and make them happy. Thus, the
scope of the study is limited to the State Bank of India customers of Munnar Main Branch
only. Thus the study conducted is likely to elucidate on the preference for mobile banking
among the various customer categories.

1.6 SIGNIFICANCE OF THE STUDY

Digital India Campaigns and demonetization are the main steps taken by government
for the last few years. Both government and private companies make so many initiatives to
make India as cashless economy. YONO is one of the major digital payment platforms which
was introduced by SBI. A nation can achieve cashless economy only by introducing more
number of digital products but there should be proper utilisation to achieve it. This study is
undertaken to know the preference for Mobile banking services of State Bank of India with
special reference to the SBI Yono App between various customer group in the Idukki District
of Kerala. The study helps to understand the factors for creating awareness about the app,
purposes of its usage, frequency of its usage etc. and also the other factors affecting the
satisfaction of Mobile Banking services amongst the customers. This also helps the company
to understand where they want to give more attention and what all are the ways to increase
their services wherever required and also how to invite new customers and to hold the old
customers.

1.7 METHODOLOGY

The study is descriptive and analytical in nature, with the goal of describing consumer’s
perception towards mobile banking with special reference to SBI Yono App.

● Normality and Reliability test

K-S test was done to check the normality and the results shows that data are found to be not
normal. Since the data was normal, non-parametric test like Mann-Whitney, Wilcoxon Signed
Rank Test and Kruskal-Wallis H Test were used. In the case of Reliability test, Cronbach’s
5
Alpha test was used and found that the alpha coefficient for the 6 items are .861, suggesting
that the items have relatively high internal consistency. If the score was less than .07, there is
no internal consistency.
● Sampling plan
Customers who use SBI YONO App were taken as samples.
Convenience sampling is used for collecting data. The universe of the study consists of the
customers of SBI in Munnar using YONO App.
To obtain the relevant information, a sample of 125 respondents are chosen
● Data collection
Primary sources were used to generate data. The primary data were collected using a
structured questionnaire. Secondary data for the review of literature and theoretical
background of the study were collected from articles, journals, internet sources.
● Data analysis
The collected data were analyzed with the help of SPSS. For data analysis, a variety of
statistical methods were applied. Following statistical methods were used for data analysis:

1. Wilcoxon Signed Rank Test

The Wilcoxon Signed Rank Test is a non-parametric statistical hypothesis test that is
used to determine whether two related samples, matched samples or repeated
measurement on a single sample have different population mean ranks.
Wilcoxon Signed Rank Test Formula,

Where W = test statistic.

Nr = sample size
Sgn = sign function
x1,i, x2,i = corresponding ranked pairs from two distributions
Ri = rank i
The purpose of this test is to see if two or more sets of pairs are statistically significant
different from one other.

6
 2. The Kruskal-Wallis H Test

The Kruskal-Wallis H Test is a rank based non-parametric test that can be used to determine
if there is any statistically significant difference between two or more group of an independent
variable on a continuous or ordinal dependent variable.
Formula,

Where, n is number of samples

Ri is sum of the rank assigned to ni observations in the ith sample.
ni is the number of observations in the ith sample.
To find out the difference the p value obtained is compared with 5% significance level.

3. Mann-Whitney U Test

The Mann-Whitney U Test is used to examine difference between two independent groups
when the dependent variable is ordinal or continuous but not normally distributed.
Mann-Whitney U Test Formula,

Where R is the sum of ranks in the sample.

n is the number of items in the sample.
If the p value obtained from Mann-Whitney U Test is less than 0.05, the null hypothesis can
be rejected.

● Data presentation
For better understanding and analysis, the data acquired through the questionnaire
was organised and arranged in a tabular format. Data collected are properly presented

7
 through tables, bar diagrams and pie- charts, thereby making it easy to draw
inferences.
1.8 LIMITATIONS

● Some of the respondents were reluctant in sharing information due to privacy.

● Lack of time leads to least attention in all sections.
● Only a small size of sample was chosen.
● The study explores the influence of five factors to use SBI YONO App.
● Responses were taken only from the customers of SBI YONO App.
● The area of study was limited to Munnar town only.

1.9 CHAPTERISATION

CHAPTER 1: Introduction
The first chapter deals with the introduction and research design which includes research
problems, significance of the study, scope of the study, methodology, objectives, sampling
plan, hypotheses, keywords, data collection and analysis, chapterisation and limitations of the
study.
CHAPTER 2: Review of Literature
This chapter is related with the review of earlier studies related to consumer’s perception
towards mobile banking services.
CHAPTER 3: Theoretical Framework
The third chapter is a discussion on theoretical background of the study.
CHAPTER 4: Data Analysis and Interpretation
This chapter is an analysis of the primary data collected for the purpose of study. It includes
tables, graphical representations, their analysis and interpretation.
CHAPTER 5: Findings, Suggestions and Conclusion
This is a conclusion chapter which contains summary of study, findings of the study and
recommendations.

1.10 KEYWORDS

Digital Banking Platforms: Digital banking platforms digitize operations of

banking, facilitate customer interactions digitally. It eliminates customer's need to

8
visit a branch.
Perceived usefulness: It is the degree to which a person believes that using a
particular system would enhance his or her job performance.
Perceived service quality: It is the customer's judgement about the extent to which a
website facilitates efficient and effective shopping, purchase and delivery of products
and services.
Error- free system: This is a system where there are no errors or omissions in the
description of the phenomenon and the process used to produce the information
presented was selected and applied without errors in the process.
IMPS: India's Immediate Payment Service: IMPS is a money transfer service
managed by the National Payments Corporation of India. IMPS is quite safe and
secure mode of payment and allows instant payments.
FPII: Faster Payments Innovation Index: This system creates a comparative rating
system where diverse payments schemes around the world could be compared and
contrasted.
Machine Learning: It is the capability of a machine to imitate intelligent human
behaviour. It is a subset of Artificial Intelligence (AI).

9
 CHAPTER 2
REVIEW OF LITREATURE
2.1 LITERATURE REVIEW

A literature review is the summary of previous research on a topic. The main purpose of
literature review is to gain knowledge and understanding the existing research and debates
that are essential for a particular topic or area of study, and to present the knowledge in the
form of a return report. While doing a literature review, it helps to gain knowledge.

Gerrard and Cunningham (2003) identified many dominant factors to make sure that the e-
banking is successful, which means that using various features which are accessible on the
web site can meet the user’s needs because of innovation. Therefore, setting up of interactive
loan calculators, exchange rate converters, and mortgage calculators on the web sites will
make the users and non-users more consciousness and make them to look into bank’s web
site.

Boateng and Molla (2006) pointed out that the operational constraints of internet banking are
directly related to the customer location, the necessity to retain customer fulfilment and the
abilities of the Bank's key software are the important factors which lead the customers to
decide whether to enter into electronic banking services or not and also prompting the usage
experience and which affects the satisfaction level.

Harris (2007) detected that Electronic Bankingis flattering a “Essential to Take” facility.
Internet Banking is unique utmost to modern technical innovations, that is a common need for
every individual. Internet is an intermediate used for providing banking facilities. Nowadays,
banking is not restricted to offices, somewhere an individual drive towards the bank used for
withdrawing the cash, for a statement of account request etc. A query or transaction can be
able to be held through online at any time by Internet Banking. Advantages of internet
banking consists of speedy and accessibility, cost-effective, and rigidity etc.

Singal and Padhmanabhan (2008) stated that the main reasons that are answerable for
electronic banking depends upon the respondent’s perception on different internet
applications and also internet banking is becoming more popular because of the accessibility
and flexibility. It also offers the outline of the reasons which are taken to measure the
electronic banking perception.

10
Shah et al (2009) states that it is relevant to conduct study on why commercial customer
adopt internet banking. They studied the relationship among internet banking depends on six
factors such as awareness, ease of use, security, cost, reluctance to change and accessibility.
They determined that awareness, security, cost, accessibility are really important for adopting
internet banking. Ease of use and reluctant to change are not important for adopting internet
banking.

Kim et al (2009) aimed to research the instruments that are related to the primary
development of people’s belief in internet banking and their perception to practice the internet
banking. By keeping the goal in mind, four types of trust- inducing forces were tested:
institutional offering, cognition, personality and firm characteristics. Finally, they learned that
the institutional offering, cognition and personality have an important influence on primary
belief in mobile banking. However, the firm features on mobile banking adaptation were not
considered.

Laukkanen and Kiviniemi (2010) observed that there are five adoption obstacles that affect
the information and guidance which are offered by the bank and the information and guidance
have important effect on perceived functional usability offered by the bank and also they
create a significant role in increasing the positive image in relation to innovation.

Koening- Lewis et al (2010) states that comparability, perceived usefulness and risk are the
major indicators for the adoption of mobile banking services. Moreover, it was found that
comparability is an essential precursor for ease of use, perceived usefulness and credibility.
However, trust and credibility are critical to cut off the whole perceived risk in mobile
banking.

Dixit and Dattaa (2010) describes the perceived service quality dimensions of self- service
technology and the influence of perceived service quality dimensions concerning customer
satisfaction level in internet banking. Statistical analysis, descriptive statistics and correlation
were used to know the perceived service quality of internet banking and level of satisfaction
between customers in India. The study concluded that many reasons like perceived value,
perceived service quality, customer satisfaction and their loyalty have an important influence
on a customer's adoption of internet banking.

11
Mahdi and Mehdad (2010) The commercial service area has been a key evolution in the
twenty-first century because of the speedy technical developments which are known as e-
improvements. All features of commercial intermediation and commercial markets,
containing e-finance, e-money, electronic banking (e-banking), e-broking, e-insurance, e-
exchange, and even e-supervision, have been exaggerated by those alterations. The new
Information Technology (IT) is quickly flattering the most important aspects in the future
expansion of banks, prompting marketing and profit making approaches at commercial
organizations. The implementation of e-banking as the way of distribution for commercial
facilities is increasing because of speedy expansions in IT and penetrating rivalry in the
financial transactions.

Omar; Sultan (2011) states that the upcoming progress of the banking sector is influenced by
how well the banks adopt technology and communication. Customers choose Online Banking
services rather than branch banking because of consistency, accessibility, rapidity, security,
cost-effective, customer-friendly system, and error-free system.

Kokkosas (2011) states that internet banking tries to find something other than banking by
“bricks and mortar” and it gets an understanding of the pros and cons of doing online. Most of
the traditional banks suggest some online services to the customers, but the most economical
choices are internet only banks, which mainly operate online. Customers will get the same
services online as traditional banks do like checking and savings accounts, CDs and other
financial products and services. Customers who prefer to pay low fees for those who are
interested in paying lower fees for superior customer service, internet banking is the best
option.

Goyal and Goyal (2012) studied an analysis regarding the differences in risk perceptions
between bank customers, those who are using internet banking and those who are not using
internet banking. The study indicated that the risk perceptions in terms of financial,
psychological and safety risks among customers who are not using the internet was more
meaningful than those who are using internet banking. Customers who do not prefer to use
internet banking believe that they will be cheated while using the service and they are very
careful about high risk expectations during money transfers from and between accounts.
Nowadays, most of the private and foreign banks are making the customers do transactions
through internet banking.

12
Giuseppe Tardivo, Milena Viassone, and Glan Luigi Gola (2014) have mentioned a study
on “Young Customers’ perception of the excellence of M-banking Services”. The study
generally emphases on the dispersion of Mobile banking between the general public and their
gratification concerning Mobile banking. The research study shows customer satisfaction by
the public concerning Mobile banking facilities that usually arise from consistency and the
chance of valid time accessible by these facilities.

The study of Jones (2015) shows that the Mobile Banking comprises several beneficial
facilities like fund transfer and bill payments, etc. Moreover, the customer’s behavior can be
affected by Mobile Banking. Several applications of Mobile phones let the customers sort out
bank transactions while at home itself. Even a money transfer or balance enquiry can be done
by a customer itself. These kinds of banking amenities influence customers to use mobile
banking services. Using mobile phones, customers can complete their banking transactions by
saving time and cost.

Kumar; Saxena (2020) have conducted many studies to understand the perception,
satisfaction, and preference for using Digital Banking products and services. From all these
studies, they recommended that Digital Banking needed to be studied for many years to know
the ups and downs which are executed by banks.

Singh (2017) specified that most of the consumers in the world started to use the technology
and get used to the system. Also the uneducated people didn’t move with the technology
because for the uneducated people it was really to operate the system.

MrinalPhalle (2019) found that around 70% of people have a positive perception and
preference towards mobile banking services & they are satisfied with mobile banking. The
demographic factor not including education had some influence on digital payment adoption
was also found.Customer who use digital services started to accept the new change was also
found through the study.

AnkitaPathak and Sunil Mishra (2019) have submitted a study on “Consumer Behaviour
and Attitude towards Mobile Banking: An Empirical Analysis”. The attitude and consumer
awareness towards the use of mobile banking services was evaluated in the study. The

13
facilities like ease to use, usefulness and convenience made people to adopt mobile banking
services are shown through this research study. Mindset of the customers are changing day by
day because of the changes in technology adopted by the banks.

Jagannathan (2020) states that due to the increased diffusion of internet connectivity and
smartphones, the number of digital wallet users have also increased. Digital wallets are
becoming popular among consumers. Digital wallets are most popular among young
generations such as students and employees.

Kumar;Saxena (2020) have conducted many studies to understand the perception,

satisfaction, and preference for using Digital Banking products and services. From all these
studies, they recommended that Digital Banking needed to be studied for many years to know
the ups and downs which are executed by banks.

Most of the authors conducted the study to understand the perception, satisfaction and
preferences for using Digital Banking products and services. They concluded that many of the
customers prefer digital banking because of the error- free system, rapidity, security,
accessibility, credibility, cognition etc. Goyal and Goyal(2012) stated that customers do not
prefer to use digital banking because they believe that they will be cheated while using the
service and there is high risk while making a money transfer.

In this study, six factors such as perceived usefulness, social influence, variety of services,
perceived ease of use, perceived credibility and mobility were studied to understand the
factors influencing customer satisfaction.

14
 CHAPTER 3
THEORATICAL FRAMEWORK
3.1 INDUSTRY PROFILE
The Banking Companies Act of 1949 defines banking as accepting for lending or
investment of depositing money from the public, repayable on demand or otherwise and
withdrawable by cheque draft or otherwise. Mobilizing the deposits from households across
the country and making use of these funds for investment, by way of lending or buying
securities are the main roles of banks. The banking industry became a basic part of any
country’s financial growth and it is serious for the economic welfare of people, commercial,
countries, and the whole world.

A bank is a financial institution that are responsible for financial transactions and other
financial facilities for the customers. Banks play an important role in the worldwide
economies and they are the subset of financial services. The main player in stimulating
economic growth are banks. Banking is an essential activity. The capital which are controlled
by banks permits the economies to grow and develop. Banks act as an intermediary among
the suppliers of funds and users of funds in which Businesses and Governments want money
to function.

India’s banking sector is appropriately capitalized and well-regulated. The

economic and commercial environments in the nation are greater than any other country in the
world. The studies in relation to Credit, market, and liquidity risk advocate that the Indian
banks are commonly irrepressible and have a clear idea about the total decline well.

In recent times, the roll-out of advanced banking representations such as payments and
small finance banks has been observed by the Indian banking industry. RBI’s different
procedures will help in the reformation of the national banking industry. The online payment
system in India has progressed in 25 countries with India’s Immediate Payment Service
(IMPS) as it is the only system in the Faster Payments Innovation Index (FPII).

The Indian Banking system consists of 12 public sector banks, 22 private sector banks,
46foreign banks, 56 regional rural banks, 1485 urban Co-operative banks and 96,000 rural co-
operative banks. As of January 2022, the total number of ATMs in India increased to 255
thousand.

15
3.2 HISTORY OF BANKING INDUSTRY

The Banking sector in India has seen a lot of transitions and changes over the
centuries. It can be broadly categorized into 3 sub-parts that are:

1. Pre-Independence (Before 1947)

2. II Phase (1947 to 1991)
3. III Phase (1991 and beyond)

Banking during Pre-Independence (1770-1947)

There were relatively few banks well-known during the time. The Banking System in India
commenced with the establishment of the Bank of Hindustan in 1770 but was stopped
operating by 1832. Throughout the period, over 600 banks were established. But very few
were able to be successful.

This phase also beheld the coalition of the 3 major Banks – Bank of Bengal, Bank of Madras
and Bank of Bombay established by the East India Company. They together integrated and
made the Imperial Bank. This was taken over by the SBI (State Bank of India) in 1955.

Other Banks that were established during this time were – Allahabad Bank (est. 1865), Punjab
National Bank (est. 1894), Bank of India (est. 1906), Bank of Baroda (est.1908), and Central
Bank of India (est.1911).

After the Pre-Independence period was the Post-Independence period which witnessed some
most important changes in the banking industry and has to date developed a lot.

II Phase of Indian Banking – Banking Post Independence (1947-1991)

The Government – after Indian Independence, decided to make the Banks public because all
the major banks were led privately which was a cause of concern as people in the rural areas
still turned to money lenders for assistance.

Under the Banking Regulation Act, 1949, these banks were nationalized and the Reserve
Bank of India was nationalized in 1949. In 1980, 6 other banks were also nationalized. After
that, seven subsidiaries of SBI were nationalized in 1959. All these banks were later
combined with the State Bank of India in 2017, except for the State Bank of Saurashtra,
which was combined in 2008. State Bank of Indore was combined in 2010.

III Phase of Indian Banking (1991 to beyond)

16
To provide stability and profitability to the Nationalized Public Sector Banks, the
Government decided to set up a committee under the leadership of Shri. M. Narasimham to
accomplish the various developments in the Indian Banking Industry.

The biggest development was the introduction of Private Sector Banks in India, RBI gave
licenses to 10 Private Sector Banks to establish themselves in the country. Following this, a
majority of Indian citizens had shifted to online or net banking.

3.3 STRUCTURE OF BANKING INDUSTRY

Unique types of banks are progressing to provide several business demands, social needs, and
global complexities. Various banking institutions conduct their operations in a different way.
But, on the basis of their functions, customers served and products or services offered, we can
classify banks as follows:

● Retail Banks
● Commercial Banks
● Investment Banks
● Co-operative banks
● Central Banks
● Specialized banks etc.

3.4 CUSTOMER PROFILES

Banks are enormous and difficult organizations. Their clienteles vary from individuals and
institutions, all the way up to the Governments and central banks of entire countries. This
industry figures and retains financial connections with a wide variety of customers ranging
from individuals to Governments to supply financial products and services. Some of the main
classification of banking customers are given below:

● Individual Consumers
● Small Businesses & Traders
● Farmers& Rural Consumers
● Corporates and Corporations
● Banks – Domestic & International

17
 ● Governments
● Institutional Investors
● Non-Profit Organizations
● International Clients

3.5 BANKING PRODUCTS & SERVICES

The Banking industry offers numerous services to their customers which includes
safeguarding their money and valuables and providing them with several forms of credit loans
to meet their various needs like home loans, customer’s loans, personal loans etc. Banks also
provide additional services like credit, and payment services, like checking accounts, money
orders, and cashier’s cheques. The banks also offer investment and insurance products. The
significant operational activities are stated below:

● Acceptance of Deposits
● Lending of Funds
● Clearing of Cheques
● Remittance of Funds
● Lockers & Safe Deposits
● Bill Payment Services
● Online Banking
● Credit & Debit cards
● Overseas Banking Services
● Wealth Management
● Investment Banking
● Social Objectives

18
3.6 FUNCTIONS OF THE BANKING INDUSTRY

The Banking Industry is developing quickly. It’s estimated that the assets of the 1,000 largest
banks are worth almost USD 100 trillion. With the development in the industry, banks are
able to have a diverse portfolio of functions. Bank offers several services and offers various
products. The following elucidates the significant functions of the Bank:

● Provide security to the savings of customers by safeguarding it.

● Offering interest on the deposits kept with it.
● Control the supply of money and credit.
● Arrange funds to the parties who need them by borrowing from parties who have
surplus.
● Encourage public confidence in the working of the financial system
● Increase savings specially and efficiently
● Avoid focusing of financial powers in the hands of a few individuals and institutions.
● Set equal norms and conditions for all types of customers

3.7 BANK’S WORKING MODEL

A bank’s working model consists of the following basic steps:

1. Fund Mobilization
2. Planning
3. Operations
● Compliance Risk Management
● Service/Product Delivery
4. Performance Monitoring

3.8 RISING TRENDS IN THE BANKING INDUSTRY

Technology has played a prominent role in extending the cause and effect of banking on the
Indian commonalities. The industry owes its current shape and size to developing trends like
growing customer centricity, from the banks towards customers. This has allowed wider
competition and more options for people to choose from. Alternative channels such as Point
of Sale (PoS) terminals have digitally transformed the industry to make services mobile-
friendly. Government Regulations are supporting the innovation in the industry the effect of
which is visible in the following trends:

● Digitization and Digitalization

19
 ● Online Mobile Banking
● Unified Payment Interface (UPI)
● Block chain
● Digital-only Banks

3.9 COMPANY PROFILE

State Bank of India (SBI) is an international Indian state-owned bank and monetary
services constitutional organization in which bank headquartered in Mumbai, Maharashtra.
SBI is ranked 221st in the Fortune Global 500 list of major establishments in the world for
2020 and SBI is the 43rd biggest bank in the world. SBI is the largest bank in India having a
25% share of the total loan and deposits market and 23% market share by assets. SBI is the
5th fifth biggest employer in India with almost 250,000 employees. The ironic inheritance and
bequest for 200 years endorses SBI as the supreme reliable bank for Indians.

SBI is the major Indian Bank which assists around 45 crore customers by massive system
around 22,000 branches, 62617 ATMs/ADWMs, 71,968 BC outlets with not deterred
attention for modernization, with 1/4th market share and customer focus, which is an essential
principles of the Bank- Facilities, Morals, Graciousness etc.

State Bank of India was merged on 1st July 1955. The Government of India publicly owned
the Imperial Bank of India in 1955 with the Reserve Bank of India capturing 60% stake and
then the name was transformed to State Bank of India.

In 2017, State Bank of India amalgamated with five of its interconnected banks. They are
State Bank of Bikaner and Jaipur, State Bank of Mysore, State Bank of Travancore, State
Bank of Hyderabad, and State Bank of Patiala with BharatiyaMahila Bank. In the same itself
on 31st March, Government of India detained about 61.23% equity shares in SBI.

Vision Statement of State Bank of India

Be the bank of choice for a transforming India.

Mission Statement of State Bank of India

20
Committed to providing simple, responsive and innovative financial solutions.

Values of State Bank of India

Services| Transparency| Ethics| Politeness| Sustainability.

Products and Services

State Bank of India offers banking products and services in India. The company works
through Treasury, Corporate/Wholesale Banking, Retail Banking, and Other Banking
Operations segments. State Bank of India’s main products and services are given below:

• Credit cards

• Mutual Fund Trading

• Demat account

• Consumer banking

• Corporate banking

• Finance and Insurance

• Mortgage loans

• Private banking

• Wealth management and

• Investment banking.

SBI’s banking products and services comprises savings accounts, term deposits, and 19
unclaimed deposits/inoperative accounts; personal, car, home, gold, educational, property, and
other loans, as well as one-time settlement scheme for micro and small enterprises sector; and
mutual funds. The bank also provides insurance products, which includes life insurance,
health insurance, and various credit risk insurance, as well as general insurance products, like
fire, liability, marine, motor, and travel insurance products. Also SBI offers money transfer
services; various cards; and value-added services which consists of education fee collection,
branch banking, sovereign gold bonds, credit and debit cards, ATM cum shopping card,
mobile banking (SBI YONO) and Internet banking, Demat, pension system, online trading,
PAN service agency, cash management, travel card, tax payment, tax savings investments,

21
direct debit, and safe deposit locker services, as well as distributes capital gain bonds and tax-
free bonds. Moreover, banking services consist of normal and premium accounts, and trader
smart current accounts; working capital, long term, non-fund based, supply chain, and
international finance; mortgage and business loans; and merchant acquiring services. The
company had set up 22000 branches and 62617 ATMs/CRMs all over India.

Key Personnel of State Bank of India

The bank is presently led by Mr. Dinesh Kumar Khara (Chairman) and Mr. C. S. Setty,
Mr.Swaminathan J, Mr.Ashwini Kumar Tewari, Mr.Alok Kumar Choudhary(MD’s). The
Board of Directors of State Bank of India includes:

∙ Dinesh Kumar Khara - Chairman

∙ C. S. Setty - Managing Director

∙ Swaminathan J - Managing Director

∙ Ashwini Kumar Tewari - Managing Director

∙ Alok Kumar Choudhary - Managing Director

∙ B. Venugopal - Director

∙ Ketan S. Vikamsey - Director

∙ Ganesh Natarajan - Director

∙ Mrugank M Paranjape - Director

∙ SanjeevMaheshwari - Director

∙ Sanjay Malhotra, IAS - Director

∙ Anil Kumar Sharma – Director

SWOT Analysis of State Bank of India

Strengths

>There are robust sets of wide products and services.

> Major national banks with global existence and robust government support.

> Huge funds and robust management helps to develop ROE and ROA.

22
> SBI is India's major bank in term deposits, loans, customers and banking outlets.

>Robust business leads to branches with strong routines.

Weakness

>Behaviour of employees at work is similar to Mc Greogor’s Theory X, that results in bad

customer service.

>Due to increased bad debts, the profit decreases year by year.

Opportunities

> Scaling up YONO as the preference of customers is changing.

> Leading the digital transformation drive to serve an increasingly digital India.

>Leveraging analytics, AI, Machine Learning

Threats

>Because of the introduction of neo- banks, there are disrupting changes in the banking
sector.

>Due to higher provision, profitability will be highly obstructed.

3.10 SBI YONO APP

YONO (You Only Need One) is a unified internet banking that is offered by State Bank of
India (SBI) that facilitate various financial and other services to users like flight booking, train
booking, bus booking, taxi bookings, online shopping, medical bill payments, online
education etc. YONO is accessible as a smart phone for both Android and iOS.

YONO was launched on 24 November 2017. YONO offers conservative mobile

banking services like bank account opening, fund transfers, cashless bill payments, and loans.
The smartphone app used by users allows them to make ATM withdrawals without using any
ATM card. YONO app is a one-stop solution for all banking, lifestyle, insurance, investment
and shopping needs. SBI YONO App is a one-stop solution for lifestyle, insurance, banking,
investment and shopping needs. Different types of activities can be done through this app like
applying for loans, opening a savings account rapidly, shopping online etc. YONO App offers

23
a wide range of products and services on the move. The app is intended for a combined and
continuous experience.

Services offered by SBI YONO App

● IMPS fund transfer: Immediate Payment Service is an immediate inter- bank

electronic fund transfer. SBI YONO offers inter-bank fund transfer through smart
phones. This service is available 24*7 including bank holidays.
● Close a fixed deposit: For this, login to SBI YONO Account, go to fixed deposit
and then select the term deposit option. Click on ‘close account prematurely’ and
select FD account, then state the reasons to close the account. Finally verify the
codes and close SBI FD Account.
● Start investments: For this, login to SBI YONO App and go to investment section,
then click on invest in mutual fund and finally select the scheme for investment
according to your wish.
● Check mortgages, loans: Login to the app and select ‘loan section’ and select the
loan and track the status online
● Book online tickets: For example, if you want to book train ticket; login to SBI
YONO App and there will be an option like book train ticket, select it and type the
details.
● View bank statements: For this select my accounts and account statements. Click
the account for which you want to get the statement and click the option for
statement period. Then select the start and end dates and finally click view option
and download the statement.
● Utility Bill payments: You are able to pay electricity, telephone, insurance pills
etc. through SBI YONO App. For example, if you want to pay electricity bill;
login to SBI YONO App and you can find bill payments. Select electricity bill and
enter the consumer number and pay the bill.
● Account balance check: You can check the account balance without logging into
the app. For this click the check balance in YONO App. Choose User ID &
password or MPIN or biometric authentication. After the authentication, balance of
all accounts will be linked to the YONO app and check the balance.
● Buy general insurance: Login to SBI YONO App and select insurance page. Then
click the policy to buy. To buy health insurance, click health insurance and select
the best health insurance.
24
 ● Start a deposit: Login to SBI YONO App and click on deposits and select ‘My
deposits’ and select the type of deposit that you want to start.
● Recharge prepaid mobile/ DTH: Login to SBI YONO App and click bill payments.
Select ‘top-up recharge’ and enter the details such as mobile number, recharge
amount etc. and click proceed to recharge.
● Manage/ change account details etc: Login to SBI YONO App and select ‘My
Profile’ and click on’ Quick Contact and click the blue coloured edit icon and
generate OTP. Enter the OTP from the registered mobile number and make
corrections and click on submit.

Steps to Download SBI YONO App

Follow the steps that are given below to download and use SBI YONO App on your
smartphone:
* Download the app from Play store and install it on your smartphone.

* When you open the app, you can see three different tabs.

o Explore Financial Products

o Browse Shopping Deals

o Open a New Digital Account

For a New Customer:

● Open the New Digital Account tab if you are a new customer of SBI. It will permit
you to open a digital account. The only thing is you should have a PAN card and an
Aadhar Card.
● Once the account is open, you can find several shopping deals. You are able to acquire
many financial products such as credit cards, insurance and other investment products.

For Existing Customers:

● You can use internet banking authorization for first time login and registration on
YONO only if you are an existing customer. If you don’t have internet banking
authorization, you can make a short-term internet banking password by using a debit
card.

25
 ● When you login into the account, you can find shopping deals and other products from
YONO.

Key Features and Benefits of SBI YONO App

● Instant Account Opening

● Complete paperless transactions

● Unified App for Lifestyle Expense and Banking

● Fund transfer via UPI

● Smart spending – spend analysis

● Pre-Approved personal loan on the move

● An instant account opening from anywhere

● You can get exclusive discount offers and special deals on the move

● Purchase all financial products from a single app

● Transfer funds in just four clicks.

● Get overdraft facility against fixed deposit

● Benefit from intelligent spend analyser

Steps to Withdraw Money from SBI ATM Using YONO App

1. The first step is to go to a nearby ATM or YONO Cashpoint.

2. Log in to the YONO App using the MPIN or User ID and password.

3. Click the YONO Pay option.

4. Choose YONO Cash.

5. Request for cash withdrawal.

6. Now you will get a 6-digit verification number, valid for 30 minutes.

7. At the ATM or cash point, choose ‘Cashless Withdrawal’

26
8. Use the verification number that you got as your PIN. You have to enter your YONO app
PIN.

Steps to Send Money Using YONO App

1. Log in to the SBI YONO app.

2. Go to the home screen and select the ‘Fund Transfer’ option.

3. Select beneficiary, enter details and transaction amount.

4. Authenticate the transaction using MPIN.

Steps to Link SBI Credit Card to YONO App

1. Log in to the SBI YONO app and go to the credit card section

2. Click ‘Link SBI Credit Card’.

3. Key in username and password and click ‘Send OTP’

4. Enter OTP. Now you have linked your SBI credit card with SBI YONO

How can I register YONO in SBI?

1. Click on the “Register” that will enable you to forward to SBI Cards website.

2. Next, enter your SBI card no, CVV no. &amp, Date of Birth

3. The One Time Password (OTP) will be sent to your registered mobile number.

4. Enter the OTP correctly to the user id &amp, password and complete the registration
process.

Limitations of SBI YONO App

● Combination with Social Login/Media is missing.

● The app is slow and takes time to load.

● Back button/function is missing and it always asks to exit from the app.

To conclude, SBI allows all account holders to withdraw cash from ATMs without using a
debit card. This is possible through SBI YONO App. With a single app, the app allows the
users to manage all money transactions. With the help of this app, you can apply for an SBI
card. For this, you have to login to ‘SBI Credit Card’. Then click browse cards to opt the card
that you want to apply for. If you want to pay a credit card bill, it is done by going to the ‘My
27
Credit Cards’ page. To delink the card which is linked in the app, it is done using ‘D Link SBI
Credit Card’ option. There is also an option to link the same card again using the app. You are
able to earn reward points on the cards. The reward points are calculated by the number of
transactions made in a particular card and the type of card the account holder holds.

28
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
Analysing the data is very important in research because it helps to study the data in a simple
manner and more accurately. In data analysis, datas are analysed in various formats. By
analysing the data, it helps to clean and transform all the data into a consistent form so it can
be studied effectively.
Profile of the Sample

The table 4.1 shows the demographic data collected from the respondents for the study.

Table 4.1 Profile of the Sample

Variable Category Count %

Gender Male 38 30.4

Female 87 69.6

Total 125 100

Age 18-24 89 71.2

25-34 29 23.2

35-44 3 2.4

45-54 2 1.6

Above 54 2 1.6

Total 125 100

Annual Income Below 250000 68 54.4

250000-500000 31 24.8

500000-1000000 9 7.2

Above 1000000 17 13.6

Total 125 100

Occupation Student 70 56

Private 28 22.4

Business 10 8

Government 8 6.4

29
 Others 9 7.2

Total 125 100

Education 10/12 Equivalent 7 5.6

Degree/Diploma 43 34.4

PG and above 73 58.4

Others 2 1.6

Total 125 100

Source: Primary Data

The table shows that 69.6 % of the total respondents were female and 30.4 % of the
respondents were male. Majority of the respondents belong to 18-24 age category. 23.2 % of
respondents belong to the age group of 25 - 34. Only 1.6 % of respondents are above 54. Out
of 125 respondents 43 are graduates and 73 respondents come under the category PG and
above. Only 7 respondents belong to 10/12 Equivalent and only 1.6% belong to other
categories. Majority of respondents are students .22.4 % of the respondents are employed in
the private sector. 6.4% of the respondents are employed in the public sector and 8% of
respondents are doing business. 9% of the respondents belong to other categories. 54.4% of
the respondents have annual income up to 2.5 lakhs. 24.8% of the respondents are belonging
to the income group of 2.5 lakhs - 5 lakhs. 13.6% of the respondents are belonging to the
income of above 10 lakhs

30
4.1 Gender and Payment Method used

Gender of respondents and the payment method used by them are given in the table 4.2

Table 4.2 Gender and Payment method

GENDER Total

Female Male

Payment Cash 15 2 17
Method
Cash, Debit/Credit 16 2 18
Card

Cash, Debit/Credit 11 3 14
Card, Digital
Banking

Cash, Debit/Credit 3 2 5
Card, Digital
Banking, Others

Cash, Debit/Credit 1 0 1
Card, Others

Cash, Digital 6 1 7
Banking

Debit/Credit Card 11 3 14

Debit/Credit Card, 7 8 15
Digital Banking

Debit/Credit Card, 1 0 1
Others

Digital Banking 15 17 32

Others 1 0 1

Total 87 38 125

31
 Source : Primary Data

The table 4.2 shows the various payment method used by the respondents. From the above
table it can be understood that 17 respondents only use cash as a payment method, in that too
15 are female. 32 respondents use digital banking only. Among that male category use digital
banking as a payment method more. And the rest do cash payments, card payments and digital
banking. From the table it can be understood that most of the people are using digital banking
and card payments as a payment method.

4.1.1 Gender and Medium of awareness about SBI YONO App

Gender of respondents and the medium of awareness about SBI YONO app are given in the
table 4.3

Table 4.3 Gender and Medium of Awareness

GENDER Total %

Female Male

Mediu Directly from bank 24 11 35 28

m of
Directly from bank, Friends 1 2 3 2.4
aware
or Family
ness
about Directly from bank, Friends 6 0 6 4.8

SBI or Family, Internet

YON Directly from bank, Friends 0 1 1 .8

O App or Family, Internet, Mass
media ( Television, Radio,
Newspaper )

Directly from bank, Friends 1 0 1 .8

or Family, Mass media (
Television, Radio,
Newspaper )

Directly from bank, Internet 7 4 11 8.8

32
 Directly from bank, Internet, 0 1 1 .8
Mass media ( Television,
Radio, Newspaper )

Directly from bank, Others 1 0 1 .8

Friends or Family 19 7 26 20.

8

Friends or Family, Internet 10 2 12 9.6

Friends or Family, Internet, 1 0 1 .8

Mass media (Television,
Radio, Newspaper)

Friends or Family, Mass 1 0 1 .8

media ( Television, Radio,
Newspaper )

I don't use YONO app. 1 0 1 .8

Internet 8 5 13 10.
4

Internet, Mass media 2 2 4 3.2

(Television, Radio,
Newspaper)

Mass media (Television, 4 2 6 4.8

Radio, Newspaper)

Others 1 1 2 1.6

Total 87 38 125 100

Source: Primary Data

From the table above it can be concluded that the majority of the respondents became aware
about the SBI YONO app through their respective bank Branches. 20.8% of the respondents
got information about the YONO app from their family or friends. 9.6% of the respondents
gained information from their family and friends as well as the internet. 10% got information
33
only from the internet. 1.6% of respondents got information about the app through other
means. The respondents who got information about the SBI YONO app through banks and
the internet constituted 8.8% of the total respondents. Apart from these people also get
information from other mediums such as mass media.

34
4.1.2 Apps Used other than SBI YONO and their frequency

Table 4.4 Apps used and their frequency

Frequency % Valid Cumulative

Percent Percent

Barclays 1 .8 .8 .8

Bob World 7 5.6 5.6 6.4

Bob World, 1 .8 .8 7.2

FedMobile

Canara bank 1 .8 .8 8.0

Csb Mobile+ 1 .8 .8 8.8

FedMobile 32 25.6 25.6 34.4

FedMobile, ICICI 1 .8 .8 35.2

Mobile Banking

G pay 1 .8 .8 36.0

Google pay 1 .8 .8 36.8

Gpat 1 .8 .8 37.6

Hdfc 1 .8 .8 38.4

Imobile 1 .8 .8 39.2

iMobile Pay ICICI 1 .8 .8 40.0

IndOASIS 1 .8 .8 40.8

Monzo 1 .8 .8 41.6

Nil 4 3.2 3.2 44.8

No 2 1.6 1.6 46.4

No. I don't use 1 .8 .8 47.2

yono as well.

35
None 1 .8 .8 48.0

Nothing 1 .8 .8 48.8

Others (Please 19 15.2 15.2 64.0

specify)

Others (Please 1 .8 .8 64.8

specify), Citi Bank
app

Others (Please 1 .8 .8 65.6

specify), Gpay

Others (Please 1 .8 .8 66.4

specify), Gpay
Bhim

Others (Please 2 1.6 1.6 68.0

specify), HDFC

Others (Please 1 .8 .8 68.8

specify), Imobile

Others (Please 2 1.6 1.6 70.4

specify), Nil

Others (Please 1 .8 .8 71.2

specify), Paytm

Phone pe 1 .8 .8 72.0

Phonepay 1 .8 .8 72.8

PNB One 4 3.2 3.2 76.0

PNB One, 3 2.4 2.4 78.4

FedMobile

SBI Mirror+ 2 1.6 1.6 80.0

SBI Mirror+, 1 .8 .8 80.8

36
 HDFC Lite

SIB Mirror+ 15 12.0 12.0 92.8

SIB Mirror+, Bob 1 .8 .8 93.6

World

SIB Mirror+, Bob 1 .8 .8 94.4

World, PNB One

SIB Mirror+, 5 4.0 4.0 98.4

FedMobile

SIB Mirror+, 1 .8 .8 99.2

Kotak bank,
imobile

UPI 1 .8 .8 100.0

Total 125 100.0 100.0

Computed from survey data

From the above table, it can be analysed that the majority of respondents (32%) use FED
mobile app other than YONO banking app. SIB mirror app is another frequently used app by
the respondents, some respondents gave importance to payment Apps like G pay, Phone pay
etc. Small fraction of people don't use any of the payment app Listed above. This information
is shown as a pie diagram below

37
Figure 4.1 Payment Apps Used by respondents

4.1.3 Purpose of Using YONO app

Table 4.5 Purpose of using SBI YONO App

Frequency % Valid Cumulati

Percent ve
Percent

Fund Transfer 27 21.6 21.6 21.6

Fund Transfer, Loan 1 .8 .8 22.4

Application

Fund Transfer, Loan 1 .8 .8 23.2

Application, Recharge
and other bill payments

Fund Transfer, Loan 5 4.0 4.0 27.2

Application, Statement

38
of balance enquiry

Fund Transfer, Loan 1 .8 .8 28.0

Application, Statement
of balance enquiry,
Recharge and other bill
payments

Fund Transfer, Loan 1 .8 .8 28.8

Application, Statement
of balance enquiry,
Utility Payments

Fund Transfer, Loan 18 14.4 14.4 43.2

Application, Statement
of balance enquiry,
Utility Payments,
Recharge and other bill
payments, Service
request and enquiries

Fund Transfer, 4 3.2 3.2 46.4

Recharge and other bill
payments

Fund Transfer, 2 1.6 1.6 48.0

Recharge and other bill
payments, Service
request and enquiries

Fund Transfer, Service 1 .8 .8 48.8

request and enquiries

Fund Transfer, 13 10.4 10.4 59.2

Statement of balance
enquiry

Fund Transfer, 7 5.6 5.6 64.8

Statement of balance

39
enquiry, Recharge and
other bill payments

Fund Transfer, 1 .8 .8 65.6

Statement of balance
enquiry, Service request
and enquiries

Fund Transfer, 1 .8 .8 66.4

Statement of balance
enquiry, Utility
Payments

Fund Transfer, 7 5.6 5.6 72.0

Statement of balance
enquiry, Utility
Payments, Recharge and
other bill payments

Fund Transfer, 2 1.6 1.6 73.6

Statement of balance
enquiry, Utility
Payments, Recharge and
other bill payments,
Service request and
enquiries

Fund Transfer, Utility 2 1.6 1.6 75.2

Payments

Fund Transfer, Utility 2 1.6 1.6 76.8

Payments, Recharge and
other bill payments

Fund Transfer, Utility 1 .8 .8 77.6

Payments, Service
request and enquiries

40
 Loan Application 2 1.6 1.6 79.2

Loan Application, 1 .8 .8 80.0

Statement of balance
enquiry, Recharge and
other bill payments

Recharge and other bill 2 1.6 1.6 81.6

payments

Service request and 4 3.2 3.2 84.8

enquiries

Statement of balance 12 9.6 9.6 94.4

enquiry

Statement of balance 3 2.4 2.4 96.8

enquiry, Recharge and
other bill payments

Statement of balance 2 1.6 1.6 98.4

enquiry, Service request
and enquiries

Utility Payments 1 .8 .8 99.2

Utility Payments, 1 .8 .8 100.0

Recharge and other bill
payments

Total 125 100.0 100.0

The table 4.5 shows various purposes for which SBI YONO app is used by respondents.
21.6% of the respondents use YONO app for fund transfer. 14.4% of the respondents use the
app for Fund Transfer, Loan Application, Statement of balance enquiry, Utility Payments,
Recharge and other bill payments, Service request and enquiries. 13 respondents use SBI
YONO for fund Transfer, Statement of balance enquiry. 1.6% of respondents use YONO app
for Loan Application and 9.6% use the app only for balance enquiry. Small fractions of

41
respondents use YONO App for other purposes such as Utility Payments, Recharge and other
bill payments. The same is shown in the pie chart below.

FIGURE 4.2 Purpose of using YONO App

4.1.4 Frequency of access of SBI YONO app

Table 4.6 Frequency of access of SBI YONO app

Frequency % Valid Percent

Less than 5 times 82 65.6 65.6

5- 15 times 34 27.2 27.2

16- 30 times 5 4.0 4.0

More than 30 times 4 3.2 3.2

Total 125 100.0 100.0

Table 4.6 shows that the majority of respondents (65.6%) use YONO app less than 5 times a
month. 34 people use YONO app 5-15 times a month and 4 % of people use SBI YONO app

42
16-30 times and 3.2% use this more than 30 times, the above data is showed in the figure
below.

Figure 4.3 Frequency of SBI YONO App Usage

43
4.2 Satisfaction and Gender

H01: There is no significant association with gender of the respondents and satisfaction of
YONO App.

Table 4.7 gender and satisfaction

GENDER N Mean Sum of Ranks

Rank

Satisfactio Male 38 64.26 2442.00

n YONO
Female 87 62.45 5433.00

Total 125

The table above shows the respective ranks obtained for each category of gender with
reference to satisfaction of YONO app. From the table it is observed that the satisfaction
among male category is having highest mean rank (64.26) has highest mean rank.

TABLE 4.8

Satisfaction-YONO

Mann-Whitney U 1605.000

Wilcoxon W 5433.000

Z -.264

Asymp. Sig. (2-tailed) .792

Computed from Primary Data

To evaluate the association with gender and satisfaction of YONO app Mann Whitney U test
was used. Based on the Mann-Whitney U test, the P value obtained is more than 0.05 (P value
>.05). so, it is found to be not statistically significant. Hence, there is no significant
association with gender of respondents and satisfaction of YONO app stands accepted.

44
4.3 Evaluation of association between demographic variables and factors

H02: There is no significant association with gender of respondents and factors

Table 4.9 Gender and Association with Factors

Gender N Mean Rank Sum of

Ranks

Perceived Usefulness Male 38 57.74 2194.00

Female 87 65.30 5681.00

Total 125

Social Influence Male 38 51.97 1975.00

Female 87 67.82 5900.00

Total 125

Variety of Services Male 38 60.20 2287.50

Female 87 64.22 5587.50

Total 125

Perceived Ease of use Male 38 66.54 2528.50

Female 87 61.45 5346.50

Total 125

Perceived Credibility Male 38 68.86 2616.50

Female 87 60.44 5258.50

Total 125

Mobility Male 38 63.79 2424.00

Female 87 62.66 5451.00

Total 125

45
The table above shows the association between gender and factors affecting satisfaction. From
this table it is observed that perceived credibility (68.86) has the highest mean rank and social
influence has the lowest mean rank (51.97).

Table 4.10 Evaluation of association between gender and Factors

Percei Social Variet Percei Percei Mo

ved Influe y of ved ved bilit
useful nce Servic Easene Credib y
ness es ss ility

Mann- 1453.000 1234.000 1546.500 1518.500 1430.500 1623.

Whitney U 000

Wilcoxon W 2194.000 1975.000 2287.500 5346.500 5258.500 5451.

000

Z -1.093 -2.268 -.588 -.737 -1.228 -.167

Asymp. Sig. .274 .023 .556 .461 .220 .868

(2-tailed)

Computed from Survey Data

#Mann Whitney U test

To evaluate the association with gender and factors affecting satisfaction Mann Whitney U
test was used. Based on the Mann-Whitney U test, the P value obtained for each factor except
social Influence is more than 0.05 (P value >.05). Hence social influence found to be
statistically significant and other factors are found to be not statistically significant.

H03: There is no association in factors affecting satisfaction and age of respondents

Table 4. 11 Age and Association with Factors

AGE N Mean Rank

Perceived usefulness 18-24 89 61.20

25-34 29 63.26

46
 35-44 3 73.00

45-54 2 118.00

Above 54 2 69.50

Total 125

Variety of Service 18-24 89 62.47

25-34 29 63.60

35-44 3 66.33

45-54 2 65.75

Above 54 2 70.00

Total 125

Social Influence 18-24 89 61.25

25-34 29 63.84

35-44 3 71.67

45-54 2 98.25

Above 54 2 80.50

Total 125

Perceived Easeness 18-24 89 61.39

25-34 29 67.50

35-44 3 43.00

45-54 2 94.50

Above 54 2 68.00

Total 125

Perceived Credibility 18-24 89 59.01

25-34 29 69.28

47
 35-44 3 101.67

45-54 2 89.00

Above 54 2 65.75

Total 125

Mobility 18-24 89 61.01

25-34 29 63.31

35-44 3 82.67

45-54 2 113.50

Above 54 2 67.25

Total 125

The table above shows the association between age and factors affecting satisfaction. From
this table it is observed that perceived usefulness (68.86) has highest mean rank and perceived
credibility has lowest mean rank (51.97).

Table 4.12 : Evaluation of association between Age and Factors

Percei Vari Social Percei Percei Mobili

ved ety Influe ved ved ty
useful of nce Easine Credib
ness Servi ss ility
ce

Kruskal-Wallis H 5.314 .147 2.802 3.216 6.777 5.426

Df 4 4 4 4 4 4

Asymp. Sig. .257 .997 .591 .522 .148 .246

a. Kruskal Wallis Test

Computed from survey data

48
To evaluate the association with Age and factors affecting satisfaction, Kruskal Wallis Test
was used. Based on the Kruskal Wallis Test, the P value obtained for each factors are more
than 0.05 (P value >.05). Hence factors are found to be not statistically significant.

H04: There is no association in factors affecting satisfaction and educational qualification of

respondents

Table 4.13

EDUCATIONALQUALIFICATION N Mean Rank

Perceived 10/12 equivalent 7 99.07

usefulness
degree/diploma 43 64.36

Pg and above 71 56.74

Others 2 68.25

Total 123

Variety of 10/12 equivalent 7 91.07

Service
degree/diploma 43 62.98

Pg and above 71 58.35

Others 2 68.75

Total 123

Social 10/12 equivalent 7 84.50

Influence
degree/diploma 43 61.91

Pg and above 71 59.36

Others 2 79.00

Total 123

Perceived 10/12 equivalent 7 100.36

Easeness
degree/diploma 43 67.00

49
 Pg and above 71 55.05

Others 2 67.00

Total 123

Perceived 10/12 equivalent 7 97.79

Credibility
degree/diploma 43 67.60

Pg and above 71 55.00

Others 2 64.75

Total 123

Mobility 10/12 equivalent 7 99.50

degree/diploma 43 64.83

Pg and above 71 56.47

Others 2 66.25

Total 123

The table above shows the association between educational qualification and factors affecting
satisfaction. From this table it is observed that perceived Easeness (100.36) has highest mean
rank and perceived credibility has lowest mean rank (55)

Table 4. 14

Percei Variet Social Percei Perceiv Mobilit

ved y of Influe ved ed y
useful Servic nce Easen Credibil
ness e ess ity

Kruskal- 9.698 5.818 3.693 12.136 11.449 10.399

Wallis H

Df 3 3 3 3 3 3

50
 Asymp. Sig. .021 .121 .297 .007 .010 .015

a. Kruskal Wallis Test

Computed data

To evaluate the association with educational qualification and factors affecting satisfaction
Kruskal Wallis Test was used. Based on the Kruskal Wallis Test, the P value obtained for
factors except variety of service and social influence are less than 0.05 (P value <.05). Hence
these factors are found to be statistically significant except for variety of services and social
influence.

H05: There is no association in factors affecting satisfaction and occupation of respondents

Table 4.15

Occupation N Mean Rank

Perceived usefulness Student 70 62.26

Private 28 57.54

Business 10 62.35

Government 8 50.38

Others 9 97.72

Total 125

Variety of Service Student 70 63.62

Private 28 58.80

Business 10 47.80

Government 8 63.81

Others 9 87.39

Total 125

Social Influence Student 70 63.84

51
 Private 28 55.86

Business 10 61.00

Government 8 57.88

Others 9 85.44

Total 125

Perceived Easeness Student 70 58.02

Private 28 69.70

Business 10 70.90

Government 8 41.81

Others 9 90.94

Total 125

Perceived Credibility Student 70 57.18

Private 28 63.09

Business 10 72.50

Government 8 73.38

Others 9 88.22

Total 125

Mobility Student 70 59.52

Private 28 65.66

Business 10 63.95

Government 8 54.75

Others 9 88.06

Total 125

52
The table above shows the association between occupation and factors affecting perception.
From this table it is observed that perceived usefulness (97.72) has highest mean rank and
variety of service has lowest mean rank (47.80)

Table 4.16

Perce Var Soc Perce Per Mo

ived iety ial ived ceiv bilit
usefu of Infl Ease ed y
lness Ser uen ness Cre
vice ce dibi
lity

Kruskal-Wallis H 10.275 6.607 4.851 11.294 7.943 5.911

Df 4 4 4 4 4 4

Asymp. Sig. .036 .158 .303 .023 .094 .206

a. Kruskal Wallis Test

Computed from survey data

To evaluate the association with occupation and factors affecting Kruskal Wallis Test was
used. Based on the Kruskal Wallis Test, the P value obtained for factors except perceived
usefulness and perceived easiness are more than 0.05 (P value >.05). Hence these factors are
found not to be statistically significant except perceived usefulness and perceived easiness.

H06: There is no association in factors and Annual Income of respondents

Table 4.17 Annual Income and Factors

Annual income N Mean Rank

Perceived Below 250000 68 70.46

usefulness
250000-500000 31 53.55

53
 500000-1000000 9 61.89

above 10L 17 50.97

Total 125

Variety of Below 250000 68 66.42

Service
250000-500000 31 58.66

500000-1000000 9 67.83

above 10L 17 54.68

Total 125

Social Below 250000 68 68.93

Influence
250000-500000 31 58.81

500000-1000000 9 64.61

above 10L 17 46.06

Total 125

Perceived Below 250000 68 64.26

Easeness
250000-500000 31 59.95

500000-1000000 9 68.44

above 10L 17 60.65

Total 125

Perceived Below 250000 68 63.88

Credibility
250000-500000 31 55.50

500000-1000000 9 66.39

above 10L 17 71.38

Total 125

Mobility Below 250000 68 65.32

54
 250000-500000 31 54.55

500000-1000000 9 63.83

above 10L 17 68.68

Total 125

The table above shows the association between Annual income and factors. From this table it
is observed that perceived Credibility (71.38) has highest mean rank and perceived usefulness
has lowest mean rank (50.97)

55
 Table 4.18 Evaluation of association with Annual Income and factors
affecting

Percei Variety Social Perceiv Perceiv Mob

ved of Influence ed ed ility
useful Service Easenes Credibil
ness s ity

Kruskal- 7.133 2.232 6.075 .600 2.492 2.55

Wallis H 7

df 3 3 3 3 3 3

Asymp. .068 .526 .108 .896 .477 .465

Sig.

a. Kruskal Wallis Test

Computed from survey data

To evaluate the association with annual income and factors affecting satisfaction Kruskal
Wallis Test was used. Based on the Kruskal Wallis Test, the P value obtained for all factors
are more than 0.05 (P value >.05). Hence these factors are found not to be statistically
significant.

Correlations

mobi
S PU SI Vs PE PC lity

S Sat Correlation 1.0 .703* .491** .680* .700* .71 .626*

* * *
p isfa Coefficient 00 0** *

e ctio

56
a n Sig. (2- . <.00 <.001 <.00 <.00 <.0 <.00
r tailed) 1 1 1 01 1
m
a
n N 125 125 125 125 125 125 125

' Per Correlation .70 1.00 .635** .773* .699* .73 .696*
s cei Coefficient 3** 0 * *
0** *

ved
r Us Sig. (2- <.0 . <.001 <.00 <.00 <.0 <.00
h efu tailed) 01 1 1 01 1
o lne
ss
N 125 125 125 125 125 125 125

SI Correlation .49 .635* 1.000 .634* .464* .48 .413*

Coefficient 1** * * *
0** *

Sig. (2- <.0 <.00 . <.00 <.00 <.0 <.00

tailed) 01 1 1 1 01 1

N 125 125 125 125 125 125 125

Vs Correlation .68 .773* .634** 1.00 .660* .69 .605*

Coefficient 0** *
0 *
7** *

Sig. (2- <.0 <.00 <.001 . <.00 <.0 <.00

tailed) 01 1 1 01 1

N 125 125 125 125 125 125 125

57
 Per Correlation .70 .699* .464** .660* 1.00 .78 .790*
cei Coefficient 0** * *
0 2** *

ved
Eas Sig. (2- <.0 <.00 <.001 <.00 . <.0 <.00
ine tailed) 01 1 1 01 1
ss

N 125 125 125 125 125 125 125

Per Correlation .71 .730* .480** .697* .782* 1.0 .763*

cei Coefficient 0** * * *
00 *

ved
cre Sig. (2- <.0 <.00 <.001 <.00 <.00 . <.00
dib tailed) 01 1 1 1 1
ilit
y
N 125 125 125 125 125 125 125

Mo Correlation .62 .696* .413** .605* .790* .76 1.00

bili Coefficient 6** * * *
3** 0
ty

Sig. (2- <.0 <.00 <.001 <.00 <.00 <.0 .

tailed) 01 1 1 1 01

N 125 125 125 125 125 125 125

**. Correlation is significant at the 0.01 level (2-tailed).

To estimate the relationship between satisfaction and factors affecting satisfaction Spearman’s
test was used. The test results reveal that there is a high positive relationship between the
both.

58
 Std.
Statistic Error

Perceived Mean 3.7040 .0654

usefulness 6

95% Confidence Lower 3.5744

Interval for Mean Bound

Upper 3.8336
Bound

5% Trimmed Mean 3.7183

Median 3.7500

Variance .536

Std. Deviation .73189

Minimum 1.25

Maximum 5.00

Range 3.75

Interquartile Range 1.00

Skewness -.092 .217

Kurtosis .295 .430

Social Influence Mean 3.4060 .0839

4

95% Confidence Lower 3.2399

Interval for Mean Bound

Upper 3.5721
Bound

59
 5% Trimmed Mean 3.4294

Median 3.5000

Variance .881

Std. Deviation .93846

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.00

Skewness -.218 .217

Kurtosis -.261 .430

Variety of Services Mean 3.7173 .0659

2

95% Confidence Lower 3.5869

Interval for Mean Bound

Upper 3.8478
Bound

5% Trimmed Mean 3.7459

Median 4.0000

Variance .543

Std. Deviation .73696

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.00

Skewness -.523 .217

60
 Kurtosis 1.070 .430

Perceived Easeness Mean 3.8080 .0734

6

95% Confidence Lower 3.6626

Interval for Mean Bound

Upper 3.9534
Bound

5% Trimmed Mean 3.8589

Median 4.0000

Variance .675

Std. Deviation .82130

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.00

Skewness -.708 .217

Kurtosis 1.147 .430

Perceived_Credibili Mean 3.8640 .0633

ty 4

95% Confidence Lower 3.7386

Interval for Mean Bound

Upper 3.9894
Bound

5% Trimmed Mean 3.8689

Median 4.0000

61
 Variance .502

Std. Deviation .70818

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range .88

Skewness -.284 .217

Kurtosis .912 .430

Mobility Mean 3.8613 .0713

6

95% Confidence Lower 3.7201

Interval for Mean Bound

Upper 4.0026
Bound

5% Trimmed Mean 3.8970

Median 4.0000

Variance .637

Std. Deviation .79783

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.33

Skewness -.443 .217

Kurtosis .351 .430

62
Tests of Normality

Kolmogorov-Smirnova Shapiro-Wilk

Statistic df Sig. Statistic df Sig.

Perceived .151 125 <.00 .936 125 <.001

usefulness 1

Social Influence .113 125 <.00 .967 125 .004

1

Variety of .193 125 <.00 .922 125 <.001

Services 1

Perceived .168 125 <.00 .918 125 <.001

Easiness 1

Perceived .176 125 <.00 .899 125 <.001

Credibility 1

Mobility .193 125 <.00 .907 125 <.001

1

a. Lilliefors Significance Correction

Reliability Statistics

Cronbach's Alpha N of Items

.861 6

Authors Computation

63
Test like K-S test was done to check the normality and the results shows that data are found to
be not normal. So tests like Mann-Whitney test, Wilcoxon signed rank test were used. In the
case of Reliability test, the alpha coefficient for the 6 items are .861, suggesting that the items
have relatively high internal consistency. If the score was less than .07, there is no internal
consistency.

The null hypothesis for this test is that the data are normally distributed. If the chosen alpha
level is 0.05 and the p-value is less than 0.05, then the null hypothesis that the data are
normally distributed is rejected. If the p-value is greater than 0.05, then the null hypothesis is
not rejected.

64
 CHAPTER 5
FINDINGS, CONCLUSION, SUGGESTIONS
5.1 FINDINGS

After analyzing the primary data collected by distributing questionnaires to the respondents,
following findings were obtained:

● Majority of the respondents belong to the female category which comprises of 69.6
percent.
● Majority of the respondents belong to the group of 18-24 which comprises of 23.2
percent.
● Majority of the respondents are post-graduates which comprises of 58.4 percent.
● The majority of the respondents belong to student category which consists of 56
percent.
● The majority of the respondents ie, 54.4 percent belong to the annual income category
of below Rs. 2,50,000.
● Majority of respondents became aware about the SBI YONO app through their
respective bank Branches. The next influencing medium of awareness as per the study
is ‘family or friends’ followed by ‘internet’. and through ‘mass media’.
● Most of the people (32%) use FED mobile app other than YONO banking app. SIB
mirror app is another frequently used app by the respondents, some respondents gave
importance to payment Apps like G pay, Phone pay etc.
● Most of the respondents use YONO app for fund transfer. followed by Statement of
balance enquiry, Utility Payments, Recharge and other bill payments, Service request
and balance enquiries. 1.6 percent (very low) of respondents use YONO app for Loan
Application.
● Majority of respondents (65.6%) use YONO App less than 5 times a month.
● There is no significant association with gender of respondents and satisfaction of
YONO app.
● While evaluating the association between gender and factors, social influence found to
be statistically significant and other factors are found to be not statistically significant.
● There is no association in factors affecting perception and age of respondents.
● In the case of factors affecting satisfaction and educational qualification, factors are
found to be statistically significant of services and social influence.
● Factors are found not to be statistically significant except perceived usefulness and
perceived easiness in factors affecting satisfaction and occupation of respondents.
65
 ● All factors are found not to be statistically significant in association with annual
income and factors affecting satisfaction.

5.2 SUGGESTIONS

● The bank should find some kind of easy method for uneducated people.
● Even Though SBI YONO APP is user-friendly, nowadays people prefer google pay or
paytm, so the bank should implement awareness programmes to retain the customers.
● SBI YONO APP takes more time to load, so banks have to find ways to improve their
services.
● The bank has to take steps to avoid technical issues.
● The bank can introduce simpler steps to make transactions.
● The bank has to inform the customers frequently about online security techniques.
● The banks should hold demonstrations and provide training to customers to explain
about this usage, effectiveness etc.

5.3 CONCLUSION

At present the banking sector provides different services through online platforms. The
customers are looking for quality services which provide satisfaction. The study was carried
out to know about the customer preference towards mobile banking services and about the
most important factors in the satisfaction of mobile banking services. After reviewing
different articles concerning mobile banking services adoption, many consider that there are a
number of factors critical in the adoption of mobile banking. However, among different
articles, some of the factors cited repeatedly by different authors consider them as the most
important factors regarding mobile banking satisfaction. Those factors are perceived
usefulness, security, quality, mobility, perceived credibility, convenience and privacy. On the
basis of these factors, a questionnaire was designed and primary data was collected. In this
regard, 125 responses were collected from people of Munnar. One of the factors among these
is perceived usefulness. The responses agree that using SBI YONO App saves their time and
it is a practical option for making payments. The second factor is social influence. The
responses agree that family affects their intentions to use SBI YONO App, even friends and
colleagues affect their intentions to use SBI YONO App etc. The factor named variety of
services concluded that this app is accepted at many locations and the app fulfils their needs at
66
different situations. The fourth factor is perceived ease of use, they agree that the procedure to
use this app is simple. In the factor perceived credibility.

The study was conducted to analyze the preference for Mobile Banking Services with special
reference to SBI YONOApp. The study helped to identify the awareness, preference, and
usage pattern of customers using the SBI YONO App. The research enabled to identify that
the bank is successful in creating awareness about the mobile banking app among the
customers. To conclude, majority of respondents access SBI Yono App less than five times.
SBI YONO App is user-friendly, but nowadays most of the people prefer paytm or google
pay because customers can make payments using phone number and QR code. Majority of the
customers prefer using it for fund transfer and other bill payments and are very much satisfied
with its usage.

67
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● https://www.lawinsider.com
● https://www.computerhope.com
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APPENDIX

Std.
Statistic Error

Perceived Mean 3.7040 .06546

usefulness
95% Confidence Lower 3.5744
Interval for Mean Bound

Upper 3.8336
Bound

5% Trimmed Mean 3.7183

Median 3.7500

Variance .536

Std. Deviation .73189

Minimum 1.25

Maximum 5.00

Range 3.75

Interquartile Range 1.00

Skewness -.092 .217

Kurtosis .295 .430

Social Influence Mean 3.4060 .08394

95% Confidence Lower 3.2399

Interval for Mean Bound

Upper 3.5721
Bound

5% Trimmed Mean 3.4294

Median 3.5000
 Variance .881

Std. Deviation .93846

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.00

Skewness -.218 .217

Kurtosis -.261 .430

Variety of Services Mean 3.7173 .06592

95% Confidence Lower 3.5869

Interval for Mean Bound

Upper 3.8478
Bound

5% Trimmed Mean 3.7459

Median 4.0000

Variance .543

Std. Deviation .73696

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.00

Skewness -.523 .217

Kurtosis 1.070 .430

Perceived Easeness Mean 3.8080 .07346

 95% Confidence Lower 3.6626
Interval for Mean Bound

Upper 3.9534
Bound

5% Trimmed Mean 3.8589

Median 4.0000

Variance .675

Std. Deviation .82130

Minimum 1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.00

Skewness -.708 .217

Kurtosis 1.147 .430

Perceived Mean 3.8640 .06334

Credibility
95% Confidence Lower 3.7386
Interval for Mean Bound

Upper 3.9894
Bound

5% Trimmed Mean 3.8689

Median 4.0000

Variance .502

Std. Deviation .70818

Minimum 1.00

Maximum 5.00
 Range 4.00

Interquartile Range .88

Skewness -.284 .217

Kurtosis .912 .430

Mobility Mean 3.8613 .07136

95% Confidence Lower 3.7201

Interval for Mean Bound

Upper 4.0026
Bound

5% Trimmed Mean 3.8970

Median 4.0000

Variance .637

Std. Deviation .79783

1.00

Maximum 5.00

Range 4.00

Interquartile Range 1.33

Skewness -.443 .217

Kurtosis .351 .430

Tests of Normality

Kolmogorov-Smirnova Shapiro-Wilk

Statistic df Sig. Statistic df Sig.

Perceived .151 125 <.00 .936 125 <.001
usefulness 1

Social Influence .113 125 <.00 .967 125 .004

1

Variety of .193 125 <.00 .922 125 <.001

Services 1

Perceived .168 125 <.00 .918 125 <.001

Easiness 1

Perceived .176 125 <.00 .899 125 <.001

Credibility 1

Mobility .193 125 <.00 .907 125 <.001

1

a. Lilliefors Significance Correction

Reliability Statistics

Cronbach's Alpha N of Items

.861 6

Authors Computation

Test like K-S test was done to check the normality and the results shows that data are found to
be not normal. In the case of Reliability test, alpha coefficient for the 6 items are .861
suggesting that the items have relatively high internal consistency. If the score was less than
.07, there is no internal consistency.

The null hypothesis for this test is that the data are normally distributed. If the chosen alpha
level is 0.05 and the p-value is less than 0.05, then the null hypothesis that, the data are
normally distributed is rejected. If the p-value is greater than 0.05, then the null hypothesis is
not rejected.
QUESTIONNAIRE

A STUDY ON CUSTOMER PERCEPTION FOR MOBILE BANKING SERVICES

WITH SPECIAL REFERENCE TO SBI YONO APP.

PART A - GENERAL INFORMATION OF THE RESPONDENT

1. Gender
a. Male
b. Female
c. Others
2. Age
a. 18- 24
b. 25- 34
c. 35- 44
d. 45- 54
e. Above 54
3. Educational qualification
a. 10/12 equivalent
b. Degree/ Diploma
c. Master’s Degree
d. Doctorate Degree
e. Others
4. What is your current occupation?
a. Government sector employee
b. Private sector employee
c. Business/ Profession
d. Student
e. Other
5. Monthly Income
a. Less than 20000
b. 20000- 40000
c. 40001- 60000
d. 60001- 80000
 e. More than 80000
6. What are the main payment method that you use?
a. Cash
b. Debit/ Credit Card
c. Digital banking
d. Others
7. Medium of awareness about SBI YONO App.
a. Directly from bank
b. Friends or family
c. Internet
d. Mass media (Television, Radio, Newspaper)
e. Others
8. What are the purpose of using SBI YONO App
a. Fund transfer
b. Loan application
c. Statement of balance enquiry
d. Utility payments
e. Recharge and other bill payments
f. Service request and enquiries
g. Others
9. The frequency you access the SBI YONO App in a month
a. Less than 5 times
b. 5- 15 times
c. 16- 30 times
d. More than 30 times
10. Are you satisfied with SBI YONO App?
I’m satisfied with SBI YONO APP

☐Strongly agree ☐ Agree ☐Neutral ☐ Disagree ☐ Strongly disagree

I will strongly recommend others to use SBI YONO App

☐Strongly agree ☐ Agree ☐Neutral ☐ Disagree ☐ Strongly disagree

I will continue to use SBI YONO App in the future

☐Strongly agree ☐ Agree ☐Neutral ☐ Disagree ☐ Strongly disagree

 PART B- FACTORS

Perceived usefulness

11. Using SBI YONO saves me time

☐Strongly agree ☐ Agree ☐Neutral ☐ Disagree ☐ Strongly disagree

12. SBI YONO App is a practical option for making payments

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree
13. Using SBI YONO App makes it easier for me to carry out my day-to-day tasks.
☐ Strongly agree ☐ Agree☐ Neutral ☐ Disagree ☐Strongly disagree
14. Using SBI YONO APP is the trend of the modern life style
☐ Strongly agree ☐ Agree ☐ Neutral ☐Disagree ☐Strongly disagree

Social Influence

15. Friends and colleagues affects my intention to use SBI YONO App.

☐ Strongly agree ☐ Agree☐ Neutral ☐ Disagree ☐ Strongly disagree

16. The media runs advertisements affects my intention to use SBI YONO App.

☐Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

17. Family affects my intention to use SBI YONO App.

☐Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

18. I use SBI YONO App because of the people around me also use it.
☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

Variety of services

19. The SBI YONO App is accepted at many shopping and entertainment locations.
☐ Strongly agree ☐Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree
20. Various services of SBI YONO App fulfil my needs in different situations.

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

 21. The SBI YONO App has many partners (network carriers, e-commerce businesses,
banks, internet providers etc.)

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

Perceived ease of use

22.I can easily learn to use the SBI YONO App

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

23.Performing the SBI YONO App procedures is simple to me

☐ Strongly agree ☐ Agree☐ Neutral ☐ Disagree ☐ Strongly disagree

24.The interface of the SBI YONO App is user- friendly and easy to understand

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

25.I can quickly become proficient in using services of the SBI YONO App.

☐ Strongly agree ☐ Agree ☐Neutral ☐ Disagree ☐ Strongly disagree

Perceived credibility

26. Payments through SBI YONO App are processed accurately

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

27. The risk of data theft of SBI YONO App is low

☐Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

28. The capability of the banking providers and their partners in protecting my data is
good

☐Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐Strongly disagree

29. The SBI YONO App will not share my information (eg; personal details, bank
account data, payment history etc.)

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

Mobility
 30. I can use SBI YONO App anytime, and anywhere

☐ Strongly agree ☐ Agree ☐Neutral ☐ Disagree ☐ Strongly disagree

31. I can use SBI YONO App even when I am travelling

☐Strongly agree☐ Agree ☐ Neutral Disagree ☐ Strongly disagree

32. SBI YONO App is right for me because I always carry my mobile phone with me

☐ Strongly agree ☐ Agree ☐ Neutral ☐ Disagree ☐ Strongly disagree

33. Give your valuable suggestions to improve SBI YONO App services.