Acceptance of E-banking among Adult Customers: An Empirical Investigation in India

Neha Dixit () and Saroj K. Datta ()
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Neha Dixit: Mody Institute of Technology & science
Saroj K. Datta: Mody Institute of Technology & science

Journal of Internet Banking and Commerce, 2010, vol. 15, issue 2, 01-17

Abstract: Internet banking is a form of self service technology. The numbers of Internet users have increased dramatically, but most of them are reluctant to provide sensitive personal information to websites because they do not trust e-commerce security. This paper investigates the factors which are affecting the acceptance of e-banking services among adult customers and also indicates level of concern regarding security and privacy issues in Indian context. Primary data was collected from 200 respondents, above the age of 35, through a structured questionnaire. Statistical analysis, descriptive statistics was used to explain demographic profile of respondents and also Factor and Regression analyses were used to know trend of internet use and factors affecting e-banking services among adult customer in India. The finding depicts many factors like security & privacy, trust, innovativeness, familiarity, awareness level increase the acceptance of ebanking services among Indian customers. The finding shows that in spite of their security and privacy concern, adult customers are willing to adopt online banking if banks provide him necessary guidance. Based on the results of current study, Bank’s managers would segment the market on the basis of age group and take their opinion and will provide them necessary guidance regarding use of online banking.

Keywords: Customer perception; Adult customers; E-banking; Security & Privacy (search for similar items in EconPapers)
JEL-codes: G24 (search for similar items in EconPapers)
Date: 2010
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