Determinants for Consumer Choice of “Electronic Banking Utilizationâ€; Evidence from Customers of Public Banks in Sri Lanka

K.S. Madhushankha and R. Senathirajag
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K.S. Madhushankha: Department of Management and Organization Studies, University of Colombo, Sri Lanka
R. Senathirajag: Faculty of Management and Finance, University of Colombo, Sri Lanka

International Journal of Research and Innovation in Social Science, 2022, vol. 6, issue 1, 624-634

Abstract: Electronic banking facilities are no longer competitive advantages but competitive necessities for banks to compete. Even the banks provide a vast body of electronic banking facilities; customers are not utilizing those facilities to the extent bank expected. However, a limited number of empirical studies have been published on electronic banking utilization; this study seeks to find the determinants for utilization of Electronic banking facilities provided by state banks for their customers in Sri Lanka?†The study is based on a quantitative approach to identify factors affecting electronic banking utilization. Individual factors, service quality, user input factors, price factor, service product characteristics & perceived risk were identified as the determinant factors as the findings. Further, it reveals different relationships and provides findings that support, confirm or contradict previous studies.

Date: 2022
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