Usage based upon reasons: the case of electronic banking services in India

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.

Factors affecting intention to use e-banking in Jordan

“…As the focus of this study is online banking service adoption, which is an instance of the acceptance of innovative technology intertwined with social systems and personal characteristics, the integration of the TAM and TPB for our research framework should be comprehensive in order to examine the consumers' intentions and acceptance concerning online banking. Hence, the suggested model is on lines with previous studies Colombia UTAUT2 model (performance expectancy, effort expectancy, government support and trust (quality of information, perceived security and perceived privacy) Arora and Sandhu (2018) India Functionality, information, effort expectancy, credibility, performance, self-interest, social influence and service content Marafon et al (2018) Brazil Self-confidence and risk acceptance as a moderators of the relationship between perceived risk and intention to use internet banking Szopiński (2016) Poland Use of the internet, taking advantage of other banking products as well as trust in commercial banks Chaouali et al (2016) Tunis Roles of counter-conformity motivation, social influence and trust in explaining customers' intention to adopt internet banking services Ayo et al (2016) Nigeria Perceived e-service quality, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability were found to be most significant in rating e-service quality Jordan Unified theory of acceptance and use of technology (UTAUT2) along with trust: behavioral intention, performance expectancy, effort expectancy, hedonic motivation, price value and trust Rawashdeh (2015) Jordan Perceived usefulness, perceived ease of use, perceived web privacy, attitude and behavioral intention Abu-Assi et al (2014) Jordan Perceived ease of use, usefulness, compatibility, trialability and security Abbad (2013) Jordan (Subjective norms, security and trust) forms: perceived usefulness.…”

Examining Customers’ Continuance Intentions towards E-wallet Usage: The Emergence of Mobile Payment Acceptance in Vietnam

“…Performance expectancy refers to the expectation of customers about the system effectiveness that using the E-wallet system would promote their behavioral practice of making payment by managing their time, money and effort efficiently, also providing them beneficial payment system without paying any fee for transactions and fast responsive customer support system. The second variable is effort expectancy, mainly defined as the expectation of customers about the system simplification that using E-wallet system is easy to learn for them (Abdinoor, 2017;Arora, 2018). The third variable is social influence, which shows that customers' social effects have a considerable impact on their judgements and attitudes when they decide to do something such as giving advice to friends, relatives and supervisors.…”

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

“…Thus, a study of customers' satisfaction with m-banking is urgently needed. Numerous studies, such as Zameer et al (2015) in Pakistan, Sampaio et al (2015) in India, Brazil, and United States, Mohammadi (2015) and Hamidi and Safareeyeh (2019) in Iran, Ofori et al (2017) and Asiamah et al (2019) in Ghana; Mbama and Ezepue (2018) in the United Kingdom; Ramadan and Aita (2018) and Baabdullah et al (2019) in Saudi Arabia, Foroughi et al (2019) in Malaysia, Shankar and Rishi (2020) and Arora and Sandhu (2018) in India, Mostafa (2020) in Egypt and Fall et al (2020) in sub-Saharan Africa have been done.…”