A COMPREHENSIVE EMPIRICAL STUDY ON MOBILE BANKING APPLICATION ADOPTION AMONG SENIOR CITIZENS IN BANGALORE: EXAMINING USAGE PATTERNS, ADOPTION BARRIERS, AND USER SATISFACTION
Ms. Rupa Santoshi, Ms. Shazia Khanum Yunus, Ms. Neha Dey, Mr. Syed Akbar Hussain
CMR University, Bangalore
Abstract
The rapid growth of digital banking in India has transformed the way customers access financial services, with mobile banking applications emerging as a key platform for transactions. While younger populations have embraced this shift with ease, the adoption among senior citizens remains comparatively limited due to factors such as technological familiarity, trust, and usability concerns. This study examines the adoption of mobile banking applications among senior citizens in Bangalore Urban, focusing on their usage patterns, challenges faced, and overall satisfaction levels.
Primary data was collected through structured questionnaires administered to 120 senior citizens aged 60 years and above, representing both public and private sector bank customers. The study evaluates the frequency and purpose of app usage, preferred applications, perceived ease of use, security concerns, and the influence of demographic variables on adoption levels. The findings highlight that while a significant number of senior citizens are aware of mobile banking services, regular usage is hindered by issues such as difficulty in navigating the interface, fear of fraud, and lack of confidence in digital transactions. However, those who have adopted mobile banking reported benefits including convenience, reduced dependence on physical branch visits, and quicker transaction processing.
The study concludes with recommendations for banks to design more senior-friendly mobile banking interfaces, offer targeted training sessions, and strengthen trust-building measures to increase adoption rates in this demographic segment. These insights are expected to help financial institutions improve digital banking accessibility for senior citizens in Bangalore Urban.
Keywords: Mobile Banking, Senior Citizens, Bangalore Urban, Usage Patterns, Digital Banking Adoption, Customer Satisfaction, Banking Challenges, SBI YONO, HDFC MobileBanking, Financial Inclusion
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EPRA International Journal of Economics, Business and Management Studies (EBMS)
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Published on : 2026-05-14
| Vol | : | 13 |
| Issue | : | 5 |
| Month | : | May |
| Year | : | 2026 |