Digital Banking and Customer Perception: An Empirical Study on Mobile Banking Usage

The rapid advancement of digital technologies has significantly transformed the banking sector, with mobile banking emerging as a key channel for delivering financial services. This study examines customer perception toward mobile banking and analyses the factors influencing its usage within the framework of digital banking. The research is empirical in nature and is based on primary data collected from 253 mobile banking users through a structured questionnaire. The study adopts a descriptive and analytical research design to evaluate customers’ perceptions regarding perceived usefulness, perceived ease of use, perceived security, and trust, and their impact on mobile banking usage behaviour.

Statistical tools such as descriptive analysis, correlation analysis, and multiple regression analysis were employed to test the formulated hypotheses. The findings reveal that all perception variables have a positive and significant influence on mobile banking usage. Among these, perceived usefulness and trust emerged as the most influential factors, indicating that customers primarily adopt mobile banking for convenience, efficiency, and confidence in the service provider. Perceived ease of use also plays a crucial role in encouraging adoption by reducing technological complexity, while perceived security, although significant, exhibits comparatively lower impact due to increasing customer familiarity with digital banking platforms.

The study confirms the applicability of the Technology Acceptance Model and its extensions in explaining mobile banking adoption behaviour. The findings offer valuable insights for banks and financial institutions to enhance customer-centric digital strategies by focusing on functional benefits, trust-building mechanisms, usability improvements, and security awareness initiatives. Overall, the study contributes to the growing body of literature on digital banking by providing empirical evidence on customer perception and mobile banking usage.