Impact of demographic variables on consumers’ adoption of e-banking services in Ganjam District of Odisha: An empirical investigation

Abstract

The primary objective of this research is to determine demographic factors that influence the adoption of internet banking services to improve the situation. As banks are spending a lot of money and time on technology to provide easy and better banking services, hence it becomes critical to examine whether technological advances improve the extent of customer satisfaction. An empirical study has been carried out with the help of 372 respondents in the district of Ganjam, Odisha, India who have access to technology-based banking services. The results of the chi-square test show that there are relationships between demographic factors and various technological banking services provided by the banks to the customers. By using factor analysis and multiple regression analysis it is also inferred from the study that the intense use of technology has negative effects on users' openness to technology-based banking services. This study has clarified many demographical factors which affect the acceptance of technological banking services among the customers in the Ganjam district and has suggested the required measures to adopt more customer-friendly e-banking services.