Factor analysis approach of decision making in Indian e-banking: a value adding consumer's perspective

Abstract

Globalisation has been regarded as the standard process for success. Financial institutions are providing better service to have competitive advantage. Banking industry worldwide is offering various options, financial products and services to enhance customer satisfaction. Innovative ways for information technology are used to provide services. Undoubtedly e-banking (EB) is the technological wonders and is gaining popularity. EB is regarded as pulse of the nation. It is important for banks to encourage customers to use EB. Banks-trusted business service providers, have the opportunity to leverage their existing relationships to provide full range of high quality trusted internet business services to their customers. This paper investigates several factors affecting adoption of EB. The prominent among these factors are ease of use of EB followed by some reluctance of customers to change relationship and trust in banker, cost of computers, internet accessibility and security concerns. This study clearly reveals the segment, which are in demand for attention of managers and researchers of EB services.