Adoption Of Electronic Banking Research Articles

Variations Between Physical Banking and Internet Banking Usage amid COVID-19 Pandemic

The usage of banking functions through Internet is comfortable and time saving process, since the usage rates of different banking functions through Internet banking mechanism are very low. The present study aims to evaluate the variations between physical banking and internet banking and explores the problems faced by banking customers in using internet banking amid the COVID-19 pandemic. The primary data for the present study were collected from banking customers, who were identified on a random basis from three different areas of the Union Territory of Jammu and Kashmir. The total sample size was 1,200, comprising a breakup of 400 for each of the sampling areas of central Kashmir, south Kashmir and north Kashmir. Internet banking adoption is changing the physical usage of non-financial products and financial products worldwide. Today, a click of the mouse and mobile banking offer a lot of transactions regarding electronic non-financial products and electronic financial products. Still, the adoption rates of these products are very low. The present study has examined the situation of electronic banking adoption amid the COVID-19 pandemic, and hence, it is found that maximum number of customers are non-users of electronic non-financial products and electronic financial products. Amid the pandemic, the reason for non-usage of technology banking by a majority of customers was lack of awareness, technological barriers and security concerns. They also used physical banking activities and did not follow social distancing as suggested by the Government of India during March 2020. Therefore, it is the basic responsibility of the banking industry to motivate their customers and address their concerns regarding the usage of electronic non-financial products and electronic financial products, as the maximum number of banking customers are non-users of electronic non-financial products and electronic financial products. If the banking industry will address the concerns of banking customers regarding the usage of technology banking, then only a country like India with a huge population can have technological banking and environment-friendly banking and can face situations like the COVID-19 pandemic in future.

Quantitative analysis of the impact of electronic banking on the financial performance of rural banks in Indonesia

The rapid growth of electronic transactions has transformed the landscape of many industries, especially in the banking sector. This digitalization growth has brought about the need to understand the impact of the adoption of electronic banking in rural banks on the financial performance of rural banks in Indonesia. The aim of this research is to analyze the extent to which the adoption of e-banking influences consumer electronic trust (e-trust) and financial performance. The research method used is quantitative, involving data collection through questionnaires. Respondents in this study are managers of rural banks in West Java, Indonesia. The sample size used is 200 participants. Data collection took place over two months from May to June 2023. Data analysis was performed using Structural Equation Modeling (SEM) through SmartPLS 4 software. The research results indicate that the adoption of e-banking has a positive and significant impact on consumer e-trust and financial performance. Consumer e-trust has also been proven to mediate the relationship between e-banking adoption and financial performance. These findings provide profound insights into how e-banking plays a key role in building consumer e-trust and enhancing the financial performance of banking institutions. This research makes a significant contribution in the context of developing e-banking strategies in the banking sector. The implications of these findings can guide policies, strategies, and innovations in the banking sector to optimize the benefits of electronic banking, build consumer e-trust, and enhance financial performance in this digital era.

Exploring Customer Satisfaction through Electronic Banking Adoption in Rwandan Commercial Banks: A Case Study of Banque Populaire du Rwanda

This study examines the relationship between electronic banking and customer satisfaction at BPR branches in Nyamirambo and Muhima. The research aims to identify the influencers influencing electronic banking adoption, evaluate customer satisfaction levels, and establish the correlation between usage and customer contentment. The study involved 89 respondents from 850 users, using Slovin's method to ensure a representative sample. Demographic insights revealed a predominance of male customers aged between 26-30 years, with bachelor's level education. Most respondents had under a year's experience with electronic banking, highlighting its accessibility and ease for transactions. The study found that electronic banking fulfilled the majority of banking needs, leading to increased satisfaction levels among bank clients. However, the research emphasizes the need for increased awareness about mobile banking products due to lower adoption rates. Recommendations include disseminating information about electronic banking services, elucidating their functionality, and highlighting their benefits to enhance adoption rates and maximize customer satisfaction. Keywords: Electronic Banking Adoption, Customer Satisfaction, Rwandan Commercial Banks, Banque Populaire du Rwanda, Information Technology in Banking

Assessing the Impact of COVID-19 on Bank Customers and their Use of Electronic Banking in Ghana – A Bank Administrative Perspective

There is much empirical evidence that Ghanaian banks have adopted electronic banking. By using an automated teller machine, the internet, a phone call, or a mobile device, customers of a bank can request information and conduct majority of banking transactions without having to physically visit the bank branch. Electronic banking, entails all kinds of bank transactions carried out through an electronic medium. This study evaluates how COVID-19 has affected bank clients' adoption of electronic banking in Ghana. Using explanatory research approach and purposive sampling technique, we applied SPSS tool on data collected from four-hundred (400) respondents of a targeted customer population to meet the study's goal. Self-administered close-ended questionnaires were used to collect primary data from the respondents.

Adoption of Electronic Banking in Ghana: Does Convenience, Management Support, Security and Human Capital Matter?

Adoption of Electronic Banking in Ghana: Does Convenience, Management Support, Security and Human Capital Matter?

Adoption of electronic banking

This study aims to investigate the factors influencing behavioral intention to use e-banking services as well as the impact of awareness as an external variable on the technology acceptance model (TAM). The study is based on original information gathered from 206 respondents who live throughout Kosovo. Confirmatory Factor Analysis and Structural Equation Model were employed in the analysis, which was conducted using AMOS statistical software. As a result, it was found that customers of banking institutions are not sufficiently aware of the usefulness of e-banking services and the opportunities offered. Perceived ease of use, perceived usefulness, and attitude seem to influence the intention to use e-banking. Attitude was found as a major predictor of the intention to use. Various marketing campaigns from financial institutions should focus on educating people about the advantages of using e-banking, such as time savings, lower transaction costs, up-to-date customers, and other information. Likewise, to create other benefits for e-banking services, only then will consumers have positive attitudes and intentions to use these services.

Factors Affecting Adoption and Operation of Electronic Banking in Woliso District of Commercial Bank of Ethiopia: The Case of Woliso Town

Now days, Electronic banking has brought about uprising in the performance of banks as it offers most important opportunities to banks and customers. This thesis aims to assess the factors that affect the adoption and operation of e-banking system from bank perspective. From this general objective, four specific objectives were explored. This study integrated Technology- Organization-Environmental (TOE) model and Diffusion of Innovation theory (DOI) to achieve the objective of the study. Only primary data was used for this study. The data was collected through semi-structured interview from seven management body: five branches managers, one district manager and one IT manager. In addition to this, data was gathered though focus group discussion with six IT department staff and six Bank clerks. The data was analyzed qualitatively .The result indicates that lack of technological knowledge, lack of management support, shortage of training, infrastructural problem, perceived risk and economic factors were found as the key factors hindering e- banking adoption. The study also revealed that government support and perceived benefit influence the adoption of e-banking positively. Finally this study identified loss of power, hardware malfunction, operating system crashes, network partitions, failure of internal controls, human errors, access to systems and negligence arising out of the employees are the most important factors affecting operation of e-banking among different branches . To this end, this study recommended a number of action for various challenges identified in the thesis. These include: government needs to expand ICT infrastructure and improve the existing telecommunications infrastructure at the local and national level Keywords: E-banking, Adoption, Operation, Technology-Organization-Environmental model, Woliso Town. DOI: 10.7176/EJBM/14-17-03 Publication date: September 30 th 2022

EFFECT OF ELECTRONIC BANKING ON FINANCIAL INCLUSION AMONG COMMERCIAL BANKS IN SOMALIA

Purpose: The purpose of the study was to investigate the effect of automated teller machines and mobile banking on financial inclusion among commercial banks in Somalia.
 Methodology: A descriptive survey design was adopted targeting 6 commercial banks in Somalia that had successfully rolled out electronic banking while the respondents covered the Banks staff, like managers and officers from each institution respectively and census was used. Primary data was collected on automated teller machines, mobile banking and customer deposits with the aid of the questionnaire. The analysis was conducted through the Statistical Packages for Social Sciences version 24 utilizing descriptive statistics (means and standard deviations) and inferential statistics (correlation and regression analysis) and presented through tables.
 Findings: The study found out that automated teller machines banking and mobile banking are significant predictors of financial inclusion among commercial banks in Somalia. Thus, electronic banking is a significant enabler of financial inclusion of commercial banks.
 Unique contributions to theory, practice and Policy: The study contributes to the extension of the views of financial intermediation theory and the diffusion of innovation theory. The study implies that the adoption of electronic banking as influenced by the diffusion of innovation theory allow financial institutions to effectively realize their financial intermediation role in the economy. The senior management team of commercial banks in Somalia should allocate more resources towards financial innovation and enhancement of the existing electronic banking channels and infrastructures. The policy makers at the Central Bank of Somalia need to develop progressive regulations and rules that would promote the adoption of financial innovation while boosting financial inclusion

Service Quality In J&K Bank and Its Impact on Customer Satisfaction: Sem Approach

Customer satisfaction & service quality are two critical principles that firms must grasp if they are to expand and remain competitive in the business world. It is critical for businesses to be able to measure these constructs from the perspective of their consumers in order to better understand and meet those customers' requirements. It is widely accepted that service quality is vital to any modern business since it increases customer satisfaction, profitability, reduces costs, and improves customer loyalty and retention. The main purpose of the research paper is to assess the service quality and its impact on customer satisfaction. Service quality of private Banks is measured by the five dimensions of SERVPERF model i.e. reliability, tangibility, assurance and responsiveness .Both primary and secondary data were used to achieve the aim of the study. The secondary data collected through the Annual reports, past facts and figures provided through internet and journals of respective sample study organization. Thus, the purpose of this article is to examine the relationship between customer satisfaction and service quality. The finding of the research proves that customer satisfaction increases by offering high quality service Factor analysis and SEM were used to examine the data gathered from 141 customers in Jammu city. The result of the study proves that apart from reliability all other three variables (tangibility, responsiveness and assurance) plays a vital role in determining the customer satisfaction level. References Al-Slehat, Z. A. F. (2021). Determining the Effect of Banking Service Quality on Customer loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the               Jordanian Commercial Banking Sector. International Business Research, 14(4), 1-58. Anderson, E., & Weitz, B. (1989). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29(1), 18-34. Ayo, C. K., Adewoye, J. O., & Oni, A. A. (2010). The state of e-banking implementation in Nigeria: A post consolidation review. Journal of Emerging Trends in Economics               and Management Services, 1(1), 37-45. Bitner, M., Booms, B., & Tetreault, M. (1990). The service consequences of satisfaction Journal of Marketing, 5(4), 71-84. Booz, A., & Hamilton (1997). Internet banking: A study of potential. INC, New York. Cronin, J. (1998). Banking and Finance on the internet. John Wiley and Sons, NY. Bramantyo, B. A., Sudirman, I., & Umar, F. (2022). The Influence of Service Quality and Customer Satisfaction on the Trust and Loyalty. Hasanuddin Journal of Business               Strategy, 4(1), 62-72. Dixit, N., & Datta, S. K. (2010). Customer’s perception on internet banking and their impact on customer satisfaction and loyalty: A study in Indian context. 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African Journal of Business Management, 6(11), 4328-4335. Gronroos, C. (1996). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 37-44. Hair, Joseph F., Bill Black, Barry Babin, and Rolph Anderson. 2006. Multivariate Data Analysis, 6th ed. Upper Saddle River: Pearson Prentice Hall. Khraiwish, A., Al-Gasawneh, J., Joudeh, J., Nusairat, N., & Alabdi, Y. (2022). The differentialimpacts of customer commitment dimensions on loyalty in the banking sector in Jordan: Moderating the effect of e-service quality. International Journal of Data and Network               Science, 6(2), 315-324. Parasuraman A, Zeithaml VA, Berry L (1988). "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", J. Retailing. 64: 12-40. Ravichandran K (2010). Influence of Service Quality on Customer Satisfaction, Application ofSERVQUAL Model, Int. J. Bus. Manage. 5: 117-124 Sarkar, E., & Islam, M. S. (2021). Relationship between banking service quality and customer satisfaction of commercial banks in Cumilla district, Bangladesh. Journal of Public Value               and Administrative Insight, 4(2), 105-127. Stevens, J. (1992), “Applied multivariate statistics for the social sciences”, (2nd). Hillsdale, NJ: Earlbaum. Sugiarto, S., & Octaviana, V. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93-106. Wattoo, M. U., & Iqbal, S. M. J. (2022). Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan. SAGE Open, 12(2), 21582440221097920. Zahoor (2011) SERPERF Analysis in the Banking Services, Unpublished Master theses, Karachi Institute of Economics and Technology

Electronic banking adoption in Ethiopia: an empirical investigation

Electronic banking adoption in Ethiopia: an empirical investigation

On the determinants, gains and challenges of electronic banking adoption in Nigeria

PurposeThe purpose of this study is to examine the gains, challenges and determinants of electronic banking adoption in Nigeria.Design/methodology/approachThis paper applied the generalized structural equation modelling (GSEM) to a large sample of respondents surveyed from five of the six geopolitical zones of Nigeria to model the determinants of electronic banking. In addition to many other advantages, GSEM can be used as a likelihood function. As a result, this paper proposes GSEM as the most appropriate tool for modelling the socioeconomic determinant of electronic banking adoption.FindingsAbout three-quarter of respondents adopted at least a form of electronic banking. However, only a tenth of users used e-banking for purchase of goods or services, implying low electronic payment adoption. The low adoption of electronic payment was due to poor digital security infrastructure which made users vulnerable to widespread electronic frauds. The findings also show that the adoption of e-banking platforms or services was characterized by users' socioeconomic status. For example, the odds of adopting internet/mobile banking decreases with older users but increase with higher educational attainment and income, whereas the odds of adopting e-banking platforms such as short message service (SMS) and point of sale (POS) banking increases with older users and informally employed users respectively.Practical implicationsFor a sustainable cashless economy and financial inclusion in Nigeria, policy consolidation that provides safe e-banking services is necessary. Also, e-banking service providers should deliver specific contents and services that match the physical and economic characteristics of users.Originality/valueGeneralized structural equation modelling (GSEM) is a robust likelihood function method that combines the power of structural equation modelling with the generalized linear model. The application of GSEM to predict the likelihood of adopting a banking technology or Service has not been explored in electronic banking literature. Also, as a fast-growing economy with a heterogeneous population, Nigeria presents an interesting context to study the determinants of electronic banking.

Factors Associated With Electronic Banking Adoption

Using data from the 2016 Survey of Consumer Finances, this study investigates factors that affect electronic banking adoption rates. Financial knowledge, income, education, and credit card ownership are associated with a high probability of electronic banking adoption. However, age is negatively associated with the probability of online banking adoption and the African American consumer is less likely to adopt electronic banking. This result is more prominent for African American women but does not hold for African American business owners. Financial counselors, planners, and educators should be aware and sensitive to these differences in order to provide additional education as needed on how to effectively use electronic banking services in order to achieve a greater degree of financial inclusion.

Motivations for Electronic Banking Adoption in Rural Areas of India: A Quantitative Study

The main purpose of this paper is to have a look and discover the type of motivations that provoked rural peoples of India to accept and use electronic banking services. E-banking or electronic performs a vital role in the present situation of banking functionality. It will also let us know how the Government of India considers it as a main vision from the past few decades to achieve such sustainable development as well as an inclusive growth. We will also realize how increase in number of smart phone users and its utilization among every corner of rural India made it possible and an awesome ability towards adoption of electronic financial services to the un-banked and under-banked in rural areas. This paper basically covers a systematic literature overview on its evolution and their motivating factors on its adoption throughout rural India. Major conclusions drawn from various research works stated that cellular banking has a huge potential to alternate the manner of people in such areas transact and store cash. With the help of electronic banking, the banking sector all across the world is gaining a huge customer base with satisfaction and loyalty. The research has considered people from rural areas. This study was conducted to know the Motivation for adoption of electronic banking in rural areas in India, and it is found in the study that respondent says that through electronic banking customers would enjoy many benefits such as mini statement, cheque related functions, balance enquiry, etc., Through electronic banking paying and receiving amount can be done from anywhere and at any time, Electronic banking removes geographical barriers

ELECTRONIC BANKING ADOPTION AND FINANCIAL PERFORMANCE OF COMMERCIAL BANKS IN KENYA, NAIROBI CITY COUNTY

ELECTRONIC BANKING ADOPTION AND FINANCIAL PERFORMANCE OF COMMERCIAL BANKS IN KENYA, NAIROBI CITY COUNTY
 
 1*Priscah Jepchumba
 1Post Graduate Student: Kenyatta University
 *Corresponding Author’s Email: prjumbaa@gmail.com
 2 Dr.Eddie Simiyu
 Lecturer: Kenyatta University
 
 Abstract
 Purpose: This research was done to establish how e- banking adoption has improved the financial performance of commercial banks in Kenya.
 Methods: The study used descriptive research design and structured questionnaires to collect data.The target population was all the 41 commercial banks in Nairobi. The sampling design was census where general managers and credit managers were targeted in Nairobi headquarters. The source of data was primary and secondary data; Primary data was collected from source through questionnaires while secondary data was sourced from annual central bank reports, bank financial statements as well as periodical journals and reports.
 Results: The findings of the study has indicated that most of the respondents had served the banking industry for a period of at least five years and education level of at least a college diploma. The study also rejected all the null hypotheses and concluded that electronic banking has positive effect on financial performance of commercial banks. The study has contributed to knowledge through provision of scholarly literature on electronic banking and financial performance of commercial banks in Kenya.
 Unique Contribution to Theory, Practice and Policy: The study’s recommendation to management is to implement strategies which: increase Speed in Electronic Services, increase investments in Electronic banking, promote training programs to employees and adopt suitable techniques to reduce threats to e-banking. The study’s recommendation is that a similar research should be conducted with a moderating or mediating variable in the same industry.

Relative advantage of interactive electronic banking adoption by premium customers

Purpose The purpose of this paper is to develop a nuanced understanding of premium customers’ intent to adopt an interactive electronic channel (IEC) and the moderating role of social capital on perceived relative advantage (RA) in adoption. Design/methodology/approach Study findings are based on a field survey that investigates the launching of an IEC by a leading international bank in Hong Kong. Findings Among social capital dimensions, cognitive capital significantly weakens the relationship between efficacy of information acquisition and IEC adoption, while relational capital enhances the relationship between trust and adoption. Research limitations/implications This paper provides a theoretical lens based on social capital theory for evaluating the moderating effects of social capital on the relationship between RA and IEC adoption by premium customers in the banking industry. Practical implications Findings provide insights for the practice of banks when trying to deliver financial services via an IEC to the premium customer segment. Originality/value This research extends the channel choice theory to the context of banking channel adoption of premium customers; provides a better understanding of the IEC and its adoption in the more complex setting of financial consultation services; and offers insights for a better understanding of fragmented findings on the relationships between adoption intention and its antecedents in response to calls for studies on contingent factors.

Adoption and Diffusion of Electronic Banking by Customers: Critical Analysis of Empirical Evidences

Electronic banking is the new trend significantly adopted by banking sector worldwide due to its wider scope for the customers as well as banks at large. It has potential to hold great promises for bankers to grab huge business opportunities. In the present study, the diverse literature available worldwide on the adoption and diffusion of e banking has been explored to identify the significant constructs which enable innovation to diffuse among the customers and ultimately lead to its adoption. Its main purpose is to understand the trend of various research aspects prevailing in the field of banking and related to the adoption of innovative services by customers. In order to review the relevant literature, research papers have been collected from the referred journals related to innovation, marketing and banking. Qualitative approaches have been used in order to analyse and compare the main findings as well as applicability of the research papers. Hence, using an interpretative and critical approach through content analysis of the studies reviewed, the important measures viz. Research Methodology, Sample size, Respondents’ profile, Model applied and Significant Constructs have been taken into account for further inquiry. This study builds up a strong conceptual framework for the researchers by thoroughly analyzing the empirical studies of last 11 years i.e. from 1999 to 2009 which further links the consumers’ perceptions and orientation to practical implications. Keywords: Adoption and Diffusion Models, Electronic banking, Technology, Literature Review, Content Analysis.

The Antecedents of Electronic Banking Adoption in Saudi Arabia: Using Diffusion of Innovation Theory

Despite the rapid growth in technology and the research effort given on investigating the adoption of electronic banking services, both banks and academic researchers in developing countries perceive the problem of low-level adoption of electronic banking. Most studies which have investigated the adoption, acceptance, or intention to use electronic banking, have agreed that customers «trust is one of the most important impediments that have frustrated the success of the adoption process. Therefore, in developed countries,customers» trust became the pivot of research studies that investigated the electronic dealings between customers and new IT/IS innovations. Recently, a few researchers have started investigating online trust in developing countries. Although electronic banking services have been widely adopted in developed countries, there is still low usage in developing countries such as Saudi Arabia. This quantitative research aims to empirically determine the significant antecedents of electronic Banking Service Adoption, as well as to explain how the Diffusion of Innovation Theory (DOIT) is being used in determining the antecedent of electronic banking in Saudi Arabia. Using an adopted survey instrument, (5-point-Likert scale) is used. Were eventually used to further analyse the data using mainly The Partial Least Square (PLS). This study contribute to the body of knowledge by extending existing literature to identifying the factors influencing the acceptance of electronic banking among banks customers, developing a comprehensive model which contributes to online customer literature by extending the Diffusion of Innovation Theory (DOIT) to include trust and system reliability applying them to the context of electronic banking, extending existing literature by applying the developed model to Saudi customers, contributing to technology acceptance theories by showing the role of system reliability in the acceptance of electronic banking, Contributing to the electronic trust literature by examining the role of customer trust in the context of electronic banking and how it might be increased. Keywords: electronic banking services, developing countries, Diffusion of Innovation Theory, trust, partial least square.

Factors that Influence Customers’ Attitude toward Electronic Banking in Nigeria

The study examined factors that influence customers’ attitude toward electronic banking in Nigeria. It sought to determine whether customers’ knowledge of the Internet influences their adoption of electronic banking in Nigeria; whether customers’ perceived ease of use of the Internet (the ease with which online transaction is effected) influences their adoption of electronic banking in Nigeria; whether customers’ perceived riskiness of the Internet influences their adoption of electronic banking in Nigeria; and whether the nature of transactions influences customers’ adoption of electronic banking in Nigeria. The survey research design was adopted and the population of the study consisted of customers of Zenith bank. Research data were analyzed using descriptive and inferential statistics. Descriptive statistics included frequency tables, while the inferential statistics were the one-sample t test and F test. The research findings showed that customers’ knowledge of the Internet, customers’ perceived ease of use of the Internet; customers’ perceived riskiness of the Internet, and nature of transaction all influence their adoption of electronic banking in Nigeria.

Predicting E-Banking Adoption : An Evaluation of Perceptions and Behavioural Intentions of Small and Medium Enterprises in Karnataka

The Indian government supports small and medium enterprises in adopting and using e-banking services as a part of its 'Digital India' campaign. Few studies have focused on the adoption of electronic banking by SMEs in India. Hence, it is imperative to understand the perception of SMEs to adopt e-banking services. The purpose of this paper was to empirically study the direction of relationships between perceived ease of use, perceived usefulness, perceived convenience, perceived self-efficacy, trust, perceived risk, government support, and intention to adopt online banking. A cross-sectional descriptive survey was carried out to gather quantitative data from 132 SMEs in Karnataka. The data were analyzed using the PLS method of structural equation modeling. The results showed that perceived usefulness, perceived risk, and perceived ease of use determined e-banking adoption. Trust was positively related to perceived risk of e-banking transactions. We found that perceived self-efficacy affected perceived ease of use that, in turn, determined perceived usefulness. Hence, the banks should provide training programmers to improve self-efficacy and allocate more resources to create an easy-to-use system and adopt risk reduction measures that inhibit identity theft and fraudulent activities over the Internet to foster trust among prospective SMEs. Unlike existing studies, our model included additional variables namely trust, perceived risk, perceived self-efficacy, and government support. This model could be applied to SMEs in other developing countries that are in the initial phases of adoption of online banking.

Electronic Banking in Greece. The case of Chalkida

In this paper, we investigate the level of penetration of electronic banking in a provincial city of Greece, Halkida. We use descriptive and inferential statistics (Pearson Chi-Square test, crosstabulation or contingency table) in order to identify the percentage of electronic banking adoption. A random sample of 100 adults were asked to fill in a questionnaire, based on previous investigations concerning internet and electronic banking (e.g. Munusamy et al., 2012, Chau & Ngai 2010, Durkin 2004, modified to the specific circumstances. We used the SPSS 22 (Statistical Package for Social Sciences). The results of studies show that customers under certain conditions are receptive to the adoption of electronic banking. Gender, education and the purchase of products through the Internet, affect the usage of electronic banking. Level of education and safety are the factors influencing the intention to use electronic banking. Finally, characteristics such as cost, support/service, computer knowledge and effort made, have significant impact on perceived performance regarding the usage of online banking. The findings of this paper have practical implications for the banking industry in order to understand their own customers better and improve their services.