Economic Insights – Trends and Challenges Factors Affecting E-Banking Usage in India: an Empirical Analysis (original) (raw)
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PROGRESS AND MANAGEMENT OF ELECTRONIC BANKING SERVICES IN HIMACHAL PRADESH
Researchgate
PROGRESS AND MANAGEMENT OF E-BANKING SERVICES IN HIMACHAL PRADESH (An abstract of Ph.D., thesis) Technology adoption has changed the face of banking in India. The Indian banking system have realized that if they want to stay in the market, they have to re-engineer their working methodology and adopt modern concept of Electronic Banking. It is also necessary that the Customer accepts the change. Therefore the need has been felt to analyze the factors which drive customer intention to adopt e-banking services. Further, the opinion of bank staff regarding e-banking services, has also been recorded. For the purpose of this study, the data and information has been collected from both primary and secondary sources. Primary data has been collected from 110 bank officials and 540 bank customers separately. There are twelve districts in Himachal Pradesh. Data has been collected from the bank branches of State Bank Group and other nationalized bank from six districts of Himachal Pradesh, which are more representative in nature (Where the number of bank account holders per 1000 population is more). Secondary data of last ten years i.e., from 2005 to 2014 has been collected from website of Reserve Bank of India (Central Bank of India). For analyzing the data various statistical tools i.e., mean, standard deviation, Skewness, Principal component analysis, multiple regression, Cronbach alfa test and chi-square test, has been calculated with the help of SPSS 16.0 version. The results showed that awareness, adoption and frequency of using ATM-Cum-Debit Card, Mobile Banking and Internet banking has been satisfactory. However, customer response regarding Credit card service has not been satisfactory and therefore it is a matter of concern for the banks. Customers are satisfied in respect of various functions of banks regarding ATM-Cum-Debit Card, Credit card, Mobile Banking and Internet banking. But customers are not satisfied with the security measures undertaken by banks in case of all types of e-banking services. Four factors i.e., Security and Trust, Multifarious usefulness, Convenience and Innovativeness, has been explored which put an impact on the intention of bank customer to accept e-banking services. Further, the result exhibited that there has been positive and significant relationship between identified factors and e-banking customer acceptance. Opinion of bankers have also been analyzed and three factors i.e., Operational factors, technological factors and strategic factors have been identified. According to bankers, these three factors influence success of e-banking. It has also been explored that there has been a positive and a significant relationship between these identified factors and success of e-banking.