Published Paper Details:

This study investigates and compares user preferences, satisfaction levels, and usability factors between mobile banking applications and online banking platforms in public sector banks in India. In the world of banking, where services appear to be digitalized at a rapid pace, it is important to know customers' behavior in each of the channels as such knowledge can propel service delivery and user experience. A stratified random sample of 150 respondents from urban and semi urban areas that have diverse demographic profile and banking habits was formed. The structured questionnaire was used to collect the primary data, concerning the platform usage, service satisfaction, as well as the security perceptions and the influential factors of adoption. Descriptive and inferential statistical tools, i.e. t-tests and regression analysis were used to analyze the data. Specifically, findings show that mobile banking is the favored platform since it is easy to use, fast, accessible, and with a better user interface, more particularly younger and more experienced users. Key determinants of preference of platform have been security, convenience, and service range. Despite both platforms being commonly used, mobile banking has a lot more user satisfaction and engagement. Based on the study, strategic investments are made in mobile technologies and user centered amendment. In future, there_is going to be more personalized, secure, AI integrated mobile services and at the same time there will be inclusive and innovative digital banking experience.