Title: Factors affecting internet banking: a descriptive study of Delhi and NCR

Authors: Ashima Tandon; Manisha Goel; Sunita Bishnoi

Addresses: Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India ' Department of Management Studies, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India ' Department of Management Studies, DAV Institute of Management, NH-3, N.I.T, Faridabad, Haryana, 121001, India

Abstract: Purpose - The purpose of this paper is to explore the various factors affecting the usage of internet banking. Furthermore, the study tries to find out the relation between factors affecting usage of internet banking and demographic variables of the respondents residing in Delhi and National Capital Region (NCR). A questionnaire with five-point Likert scale consisting of 58 statements related to the various factors affecting internet banking is designed. Primary data have been gathered from 450 respondents using random sampling method. The results of the study indicate that the factors namely accuracy, user friendly websites, efficient transaction management, responsiveness and promised service delivery affect the usage of internet banking. Also these factors show significant relation with different groups of demographic variables like gender, place of residence, occupation and category of bank. The results are suitable to provide a practical contribution in the area of internet banking and in understanding consumer behaviour.

Keywords: internet banking; Likert scale; random sampling; level of significance.

DOI: 10.1504/IJFIB.2017.085591

International Journal of Financial Innovation in Banking, 2017 Vol.1 No.3/4, pp.133 - 150

Received: 22 Aug 2015
Accepted: 04 Apr 2016
Published online: 01 Aug 2017 *

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