Adoption of Technology-Enabled Banking Self-Services: Antecedents and Consequences

School of Management Studies, Cochin University of Science and Technology

Internet Banking and Customer Acceptance: The Indian Scenario

Indian economy is witnessing stellar growth over the last few years. There have been rapid developments in infrastructural and business front during the growth period.Internet adoption among Indians has been increasing over the last one decade.Indian banks have also risen to the occasion by offering new channels of delivery to their customers.Internet banking is one such new channel which has become available to Indian customers.Customer acceptance for internet banking has been good so far.In this study the researcher tried to conduct a qualitative and quantitative investigation of internet banking customer acceptance among Indians. The researcher tried to identify important factors that affect customer's behavioral intention for internet banking .The researcher also proposes a research model which has extended from Technology Acceptance Model for predicting internet banking acceptance.The findings of the study would be useful for Indian banks in planning and upgrading their internet banking service.Banks could increase internet banking adoption by making their customer awareness about the usefulness of the service.It is seen that from the study that the variable perceived usefulness has a positive influence on internet banking use,therefore internet banking acceptance would increase when customers find it more usefulness.Banks should plan their marketing campaigns taking into consideration this factor.Proper marketing communications which would increase consumer awareness would result in better acceptance of internet banking.The variable perceived ease of use had a positive influence on internet banking use.That means customers would increase internet banking usage when they find it easier to use.Banks should therefore try to develop their internet banking site and interface easier to use.Banks could also consider providing practical training sessions for customers at their branches on usage of internet banking interface.