Exploring Mobile Banking Adoption and Usage Patterns: A Study of Bank Customers in Coastal Karnataka

This study examines the acceptance and behaviour of users towards mobile banking across bank customers in Coastal Karnataka which is well known for high literacy, good banking infrastructure and rising digital penetration. The study investigates adoption determinants, customer satisfaction, perceived benefits, and ongoing barriers to sustained usage. The Study found that mobile banking is primarily used by youth, urban and educated people with 68% of users in the age of 18–25. The study found that nearly three-quarters (76%) of consumers use mobile banking apps once per week or more often to pay bills (48%) and move money (34%). Convenience (54%) and 24/7 access (20%) are the biggest factors for adoption, whereas lack of trust in digital transactions (24%) and unsatisfactory user interface (18%) are the greatest barriers. And, while nearly two-thirds of users—64%—report being satisfied and 86% recognize that mobile apps save them a lot of time, 52% feel neutral, again, about security when related to mobile apps. The research also reveals a solid appetite for better personalized features including financial advice (44%) as well as to boost security levels as 32% said they’d likely switch apps to ensure better security with financial apps. While designs that are user-centric, initiatives focusing on digital literacy, multilingual approaches & sound cybersecurity, will act as a catalyst in driving inclusive & sustained adoption.