Journal of Internet Banking and Commerce An open access Internet journal (http://www.icommercecentral.com) Journal of Internet Banking and Commerce, April 2016, vol. 21, no. 1 Factors Affecting Customer’s Adoption of Mobile Banking Services AMOLA BHATT Nirma University Institute of Management, Ahmedabad, Gujarat, India, Tel: +91 9825191485 Email: amola@nirmauni.ac.in SHAHIR BHATT Nirma University Institute of Management, Ahmedabad, Gujarat, India Abstract With the rapid advances in technology and changing demographics and life-style of people, the traditional branch banking is giving way to electronic banking (e-banking) and more recently mobile banking (m-banking). However, numbers suggest that the rate of acceptance of technology is quite low. In India, as quoted by an RBI report (Report of the Technical Committee on Mobile Banking, 2014), 64 banks have commenced mobile banking operations and there are 22 million active mobile banking users, which is roughly 5% of the total bank accounts. Lack of awareness, security concerns and technical issues are considered as the major reasons behind customer resistance to mobile banking services. Hence, it is pertinent for the service providers to understand and address the needs of customers so as to optimize their mobile banking experience. The current study aims at describing the usage patterns of mobile banking customers and identifying the factors which influence their usage of m-banking. For this purpose, a descriptive study was undertaken with a sample size of 200 bank