A Qualitative Study on Impact of Covid-19 on Mobile Banking Services with Special Reference to the State of Goa

Abstract

As we all the entire nation is facing a global Covid-19 pandemic which has nearly affected over 795,605 confirmed cases and 21632 deaths across India. The purpose of the research paper is to re-evaluate the mobile banking services and find the impact. Most of the people in India are directly or indirectly connected with banking services. The lockdown effect has unswervingly deformed into human calamity. The pandemic is an unexpected shock on all the sectors of the economy. This study has been done to determine the socio economic profile of customers and analyse the major issues in Mobile Banking services. As personal banking is not appropriate during this unusual lockdown stage of Covid-19 pandemic this has forced people to use contactless payments and avoid handling paper money as much as possible. For the purpose questionnaire has been constructed and the data is collected through Google forms surveying 100 customers of mobile banking services in Goa. Results were analyzed using SPSS software and Microsoft Excel and were tabulated using different statistical tools like crosstabulation, bar chart, pie-chart, descriptive analysis using 5 point Likert scale ranging from strongly agree, agree, neutral, disagree and strongly disagree. By using above method and tools the perception of different customers were analysed