Abstract

The fast-paced technological evolution in the banking industry in India has led to the emergence of mobile platforms such as YONO as one of the core financial tools that people use every day. The current research explores the extent to which users interact with this application and demonstrates that despite an almost universal awareness of its existence, a substantial difference exists in their willingness to use various features offered. According to the results of our research, clients tend to focus on completing routine operations using the platform, namely paying bills and topping up their phones. At the same time, most individuals do not use other sophisticated financial services that are included in the application. It has been found that the switch from offline transactions to online is primarily associated with increased accessibility and security of the latter option that ensures that users can perform various operations without having to visit branches.