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Article
Publication date: 24 May 2018

Sangeeta Arora and Supreet Sandhu

The purpose of this paper is to determine factors influencing customers’ usage of electronic banking (e-banking) services.

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Abstract

Purpose

The purpose of this paper is to determine factors influencing customers’ usage of electronic banking (e-banking) services.

Design/methodology/approach

A survey was conducted to collect information from bank customers regarding their perceptions about e-banking services and their demographics. Multiple regression analysis is used to test the hypothesised relationships.

Findings

E-banking usage is found to be high for female, more educated, younger, and middle income customers. Among the 11 perceptual variables studied, only six variables, namely: information, performance, self-interest, service quality, satisfaction, and experience are found to be significantly and positively associated with e-banking usage.

Practical implications

This study identifies factors which may be focussed on by bankers during the formulation of their operations and marketing strategies to provide the best e-banking experience to their customers, enabling bankers to augment bank profitability through the strategic use of technologies.

Originality/value

Past studies have seldom examined the combined influence of demographics and other factors on e-banking services usage in the context of developing countries. Most of the earlier studies have considered single service or examined the adoption as only a binary variable.

Details

International Journal of Bank Marketing, vol. 36 no. 4
Type: Research Article
ISSN: 0265-2323

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