Title: An assessment on the factors affecting e-banking adoption among customers: an empirical investigation in West Bengal

Authors: Rituparna Ghosh; Pranay Kumar Roy Barman

Addresses: Seacom Skills University, Kendradangal, Bolpur, Birbhum, West Bengal, 731236, India ' Seacom Skills University, Kendradangal, Bolpur, Birbhum, West Bengal, 731236, India

Abstract: Globalisation has revolutionised even daily life of common people and changed their ways of thinking from legal, social, cultural, economic and technological angles. With the progression of technology, merger of software applications with telephone and internet, ways of receiving, storing, transmitting and disseminating information has entirely changed and become much simpler and easier. An inevitable result of globalisation is that it leads to growth in the trustworthiness of the financial system which facilitates global competition. Such technological advancement has brought in numerous business opportunities across globe especially in banking sectors. Research in question examines the influencing factors in internet banking or e-banking present in West Bengal for retail bank customers. A sample of 400 customers using e-banking was selected randomly having accounts in public and private sector banks in West Bengal. For this investigation, the study has used five-point Likert scale to get primary data. The factors which were discerned to comprise the formation of the primary model were 'usefulness', 'easy use', 'self-efficiency', 'privacy' and 'security', 'awareness' and 'bank support'. The study also provides directions for future research and recommendations toward resolving the problems facing e-banking adoption by customers of commercial banks in West Bengal.

Keywords: e-banking; electronic banking; retail customers; factors affecting e-banking; adoption rate; service availability on e-banking.

DOI: 10.1504/IJPSPM.2024.135818

International Journal of Public Sector Performance Management, 2024 Vol.13 No.1, pp.14 - 24

Received: 24 Apr 2020
Accepted: 04 Jul 2020
Published online: 08 Jan 2024 *

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