Title: Factors affecting the adoption or acceptance of internet banking services: a review and analysis of past research

Authors: Vaibhav Mishra; Vrijendra Singh

Addresses: Division of MBA-IT, Indian Institute of Information Technology, Jhalwa, Allahabad 211012, Uttar Pradesh, India ' Division of MBA-IT, Indian Institute of Information Technology, Jhalwa, Allahabad 211012, Uttar Pradesh, India

Abstract: Extensive review of literature shows that there is scarcity of facts related to retaining the old customers of internet banking and acquisition of new customers. This study is conducted to examine the trend of internet banking usage, its attributes and various factors affecting its adoption. The aim of this paper is to present the managers view along with the customer's view in internet banking and services to reduce the gap between customer's perceptions and manager's perceptions regarding factors affecting adoption of internet banking. This paper provides an insight into the key factors such as security, reliability, accessibility, availability, and cost, etc. used by researchers that should be kept in mind by customers before selecting particular internet banking services. These findings will be useful for new researchers who want to explore new dimensions in this field along with reducing the cost of customer acquisition, provide better service quality and higher customer retention rate.

Keywords: internet banking; electronic banking; e-banking adoption; online banking; technology acceptance; bank services; customer acceptance; web services; security; reliability; accessibility; availability; cost; customer acquisition; service quality; customer retention rate.

DOI: 10.1504/IJEB.2014.063030

International Journal of Electronic Business, 2014 Vol.11 No.3, pp.234 - 255

Received: 25 Jan 2013
Accepted: 30 Jan 2014
Published online: 06 Feb 2015 *

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