Adoption of online banking in Goa amidst the pandemic

Abstract

Banking transactions are one of the most vital daily services that fulfil the needs of the society. Amidst the ongoing pandemic large portion of the population are shifting to digital channels for meeting their hassle free banking requirements in contactless manner. The study aims to know the adoption of online banking services by the customers in Goa, factors influencing the adoption of online banking and the hitches in adoption of online banking from non-users of online banking. Statistical techniques used are percentage analysis, mode, Chi-square test and factor analysis. Findings of the study show that the adoption of online banking in Goa has increased recently due to the pandemic. The adoption of online banking is significantly associated with the age, gender, occupation and literacy level of the customers. Convenience and service tangibility influences the customers to use online banking. Security of transaction and fear of making mistakes are mainly restricting the use online banking.