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A Study on Customer Awareness about Technology in Digital and Mobile Banking Services

MONISHA PV, MBA Student, Jerusalem College of Engineering, Chennai, Tamil Nadu, India.
S. AKILA, Assistant Professor, Department of Management Studies, Jerusalem College of Engineering,
Chennai, Tamil Nadu, India.

ABSTRACT:Digital and mobile banking have become transformative forces in the financial services sector, redefining how customers access and manage their accounts. The success of these innovations depends not only on technological progress but also on customer awareness and readiness to adopt them. This study investigates awareness levels, perceptions, and usage patterns of retail banking customers, with emphasis on features such as mobile applications, Unified Payments Interface (UPI), biometric authentication, and digital wallets. A structured survey was conducted across diverse demographic segments, and the data were analyzed using percentage distribution, chi‑square tests, and correlation analysis to identify trends, associations, and gaps in adoption. Findings reveal that younger, urban customers display higher awareness and usage, while older and rural groups face challenges related to trust, accessibility, and technological literacy. These insights highlight the need for targeted awareness campaigns, customer education, and user‑friendly designs to bridge the gap between innovation and engagement. The study contributes to academic discourse on banking technology adoption and offers actionable recommendations for financial institutions, emphasizing that technological advancement alone is insufficient—customer confidence and understanding remain central to sustainable growth.
KEYWORDS:Customer awareness, Digital banking, Mobile banking services, Banking technology adoption, Digital wallets,Financial inclusion, Technology literacy, statistical analysis, India banking sector.