MOBILE BANKING ADOPTION AND CUSTOMER SATISFACTION: EXPLORING OPERATIONAL CHALLENGES IN PUBLIC AND PRIVATE SECTOR BANKS

Mobile banking has rapidly transformed how customers access financial services, shifting routine transactions from bank branches to smartphones and apps. researchers have long used technology-acceptance frameworks notably Davis’s technology acceptance model (TAM) and the unified theory of acceptance and use of technology (TAUT) to explain why users adopt digital banking services: perceived usefulness, ease of use, social influence and facilitating conditions remain powerful predictors of adoption. Empirical studies on mobile payments and banking emphasise additional, sector-specific determinants such as trust, initial perceived risk, and service flow/experience; qualitative work also highlights consumers’ need for clear relative advantage and seamless integration with existing behaviours. these theoretical and empirical insights form the backbone for studying customer satisfaction, which depends not only on adoption but on the quality, reliability and perceived security of operational processes (transaction success rates, authentication flows, complaint resolution, and availability). In India and many other markets, the scale and speed of mobile transaction growth have added urgency to understanding operational challenges. recent industry data show large year-on-year increases in mobile transaction volumes, while regulators and central banks have actively intervened to strengthen security, KYC and onboarding rules actions that both alleviate risks and introduce operational complexity for banks. Examining differences between public and private sector banks is especially important because institutional structure, legacy it systems, and governance models shape how each sector implements mobile services and addresses failures that affect customer satisfaction.