Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks / Regina Shrestha 

Public ISBD Title : Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks Material Type: printed text Authors: Regina Shrestha, Author Publication Date: 2014 Pagination: 77p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Bank and banking Banking Banks Commercial banks Internet banking Keywords: 'internet banking  banking  banks  customer satisfaction  nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction. Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks [printed text] / Regina Shrestha, Author . - 2014 . - 77p. ; GRP/Thesis + 3/B. Including bibliography Languages : English Descriptors: Customer satisfaction Bank and banking Banking Banks Commercial banks Internet banking Keywords: 'internet banking  banking  banks  customer satisfaction  nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction.

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