Title: An empirical study on the influence of customers' banking operational characteristics (banking habits) towards the adoption of internet banking

Authors: P. Saravanan; V.M. Shenbagaraman

Addresses: Faculty of Management, SRM Institute of Science and Technology, Kattankulathur, Tamil Nadu, India ' Faculty of Management, SRM Institute of Science and Technology, Kattankulathur, Tamil Nadu, India

Abstract: The focal point of the study is the impact of customers' socio-economic and banking operational characteristics on adoption of internet banking (IB) in Chennai Metropolitan City with specific reference to Indian bank. The findings of the study will benefit one of the reputed public sector bank in India directly and also the other public sector banks indirectly by providing the statistics on the influence of 'customers' socio-economic and banking operational characteristics. The banking operational characteristics include the number of years having account, type of account, reason for which account has been opened, frequency of visiting the bank, reason for visiting the bank, number of years of using a computer, awareness on availability of internet banking and most preferred location for availing internet banking. Primary data is collected from 464 customers of the Indian bank and the study shows that 49.79% of the respondents have been influenced and 50.21% have not been influenced towards adoption of IB.

Keywords: internet banking; adoption; banking habit; socio-economic; banking operational characteristics; BOC.

DOI: 10.1504/IJBEX.2020.110959

International Journal of Business Excellence, 2020 Vol.22 No.3, pp.352 - 366

Received: 15 Feb 2019
Accepted: 15 Apr 2019
Published online: 03 Nov 2020 *

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