Need to Address Serious Issues of J&K Bank Mpay App.

J&K Bank Mpay app.is expected to provide a convenient way for customers to access their banking services securely, anytime, and anywhere. The Mpay App enables users to check account balances and transaction history, transfer money between accounts within the bank or to other banks, pay bills online as well as make payments using UPI/UPI P2P (person-to-person) mode. This application shall provide an easy access to loan information such as eligibility & repayment details. With its user-friendly interface, it is expected to allow individuals to manage all their financial activities with just one click on their smartphone or tablet device. Additionally, this app must offer enhanced security which can make it more secure than traditional and other internet banking platforms. In addition, customers must gain additional rewards by using this app regularly for making payments or transactions with the bank’s partner organizations
J&K bank is a premier bank in the country and has large dominance in J&K. In 2017, Jammu & Kashmir Bank launched a new version of Mpay app. The bank claimed that it is easy to use and completely secure, offers service like balance enquiry, Mini statement, Fund transfer within bank and other bank & many more. But of late the Mpay app is irritating the customers rather than providing the best services. There have been issues with the app from time to time and the bank is not able to address the problem perfectly. Kashmir Reader article 2020 mentioned “Thousands of J&K Bank customers have been left in the lurch as the bank’s mobile banking application ‘’mPay’’ has been defunct for the past few days. The application is widely used by the bank’s customers across J&K”. Another Kashmir observer article in 2022 mentioned “But in Kashmir on Sunday morning 01-05-2022, just two days prior to Eid Ul Fitr, the online transaction platform of Jammu And Kashmir Bank: Mpay; collapsed, and thus, caused major inconvenience to its users all over”.Recently one of the promising reporter on social media had posted “Nakdi Jeb me rakhne ki aadat nahi bhoolna chahiye, yehaank e Mpaype koi bharosanahi” (Don’t forget to keep cash in your pocket; don’t trust on the Mpay here).
The issues seem to be many for the users of theMpay app. One of the main issues with the Mpay app seem to be its technical problems. Some of the users show their concerns in linking their bank accounts to the app, as well as in executing transactions on it. In some cases, users also face lags or freezes when trying to access their account information or perform any action within the app. This App. at certain times going against its own objectives can be a major impediment for the users who need quick access to banking services, especially during times of emergency. Another challenge with this mobile application is that its features are not up-to-date and do not provide enough flexibility for different types of financial activities. Mobile app. of other banks’also offer more user-friendly and attractive options than the Jammu and Kashmir Bank Mpay app. There are banking apps.thatoffer bonus rewards if regular transactions are made through their platform. A service failure is service performance that fails to meet a customer’s expectations. Service failure is the opposite of customer satisfaction. Service failure can range from bad quality to rude behavior to late delivery. These examples all result in the customer not receiving the performance that they were promised. When users make the business aware about the service failure, businesses have developed a tendency to present it differently or try to resolve the problem for a short period of time. But the main problem will come back shortly after the temporary treatment was given. The users will ultimately lose the confidence in a business. Jammu and Kashmir Bank is not an exception. The challenge posed by its Mpay app. is highly serious to its large user base and they will never hesitate to switch to other banks if the problem is not solved the early the best. The Mpay app. should be made more user friendly, there should be efforts to increase its speed and performance and extra focus on the security measures is needed. To conclude, easy and time saving transactions for users on a consistent basis, highly assured security and rewards etc. can guarantee the success of any bank in Jammu & Kashmir.
(While Dr. Firdous Ahmad Malik is a Research Fellow at National Institute of Public Finance and Policy (NIPFP), Dr. Shahid Amin Trali is an Associate Professor in the School of Management, ITM University Gwalior,. The views, opinions, facts, assumptions, presumptions and conclusions expressed in this article are those of the authors and aren’t necessarily in accord with the views of “Kashmir Horizon”.)
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