Effect of Mobile Banking Awareness Pre and Post COVID-19

Abstract

The COVID-19 pandemic has significantly transformed the landscape of mobile banking adoption and development, especially in developing economies like India. This study examines how the pandemic has influenced customer behaviour regarding mobile banking services in the Varanasi district. The study utilises a structured questionnaire and feedback from 400 respondents to examine the shifts in awareness, frequency of use, intention to adopt, and types of services before and after the pandemic. To investigate four hypotheses, paired sample t-tests, Wilcoxon signed-rank tests, chi-square analysis, and multiple regression were utilised.The findings indicate a significant increase in both awareness and frequency of mobile banking usage following the COVID pandemic. Customers transitioned from basic banking services to advanced digital solutions such as UPI and QR code payments. Furthermore, the intention to utilise mobile banking was significantly influenced by perceived ease of use, security, and awareness, with awareness emerging as the most prominent predictor. The results demonstrate that the pandemic acted as a digital catalyst, pushing individuals towards digital financial services driven by necessity and convenience. This study enhances existing knowledge through a comparative analysis of pre- and post-COVID scenarios, highlighting strategic implications for policymakers and financial institutions aiming to advance digital financial inclusion.