Analysis of Customer Perception of E-banking Services in India

One of the most significant changes in the industry is the introduction of electronic banking. Electronic banking plays a critical role nowadays, as individuals are seeking for alternatives to visiting the bank to perform their transactions, in order to increase financial inclusion by leveraging on the rising adoption of the internet. In India, the usage of the internet and cell phones has grown dramatically during the previous decade. Increased internet usage, cell phone penetration, and government initiatives like the Digital India campaign have all functioned as catalysts, resulting in exponential rise in digital usage. Increased internet use, cell phone penetration, and government initiatives like the Digital India campaign have all functioned as catalysts, resulting in an exponential increase in the use of digital payments. However, there are still barriers to electronic banking acceptability (mental, traditional, and technological). We plan to examine consumers’ perceptions of electronic banking and aim to uncover obstacles that may prevent widespread adoption of the technology.