Online Banking is the process of doing transaction or fund transfer through bank portal. Customers can visit website from the comfort of their homes and bank as they sit in front of the computer. The main purpose of this study is to determine the factors influencing consumers’ attitude towards e-banking. The study also investigate how socio-demographic (age, income and occupation), pattern of online banking (types of transactions, e-commerce experience and hours use on internet) and purchase perception (customer’s service and consumer’s risk) affect consumer’s attitude towards online banking. Convenience sampling method was conducted in this study and the sample comparison of 200 respondents in Delhi and Noida. Data were collected via self-administered questionnaire which contains 14 questions in Part A (respondents’ background and their pattern of using internet and online banking), 35 questions in Part B (attitude towards online banking) and 35 questions in Part C ( perception towards online banking). One-way ANOVA were used to assess the differences between independent variable such as age, income, occupation and pattern of online banking and dependant variable such as attitude towards online banking. The findings revealed that there is no significant difference in attitude towards online banking among age group (F = 1.021, p < 0.05) but there is a significant difference in attitude towards online banking among income group (F = 0.456, p > 0.05). The research finding also showed that there is no significant difference in attitude towards online banking among occupation group (F = 1.506, p < 0.05) and types of online services provided by the bank (F = 1.232, p < 0.05). Pearson’s correlation were used to assess the relationship between independent variable such as banking experience, hours spent on internet, customers’ service and consumers’ risk and dependant variable such as attitude towards online banking. The findings revealed that there is a significant relationship between e-banking experience and attitude towards online banking among the respondents (r = -0.211, p < 0.05). However, there is no significant relationship between hours spent on internet and attitude towards online banking among the respondents (r = 0.102, p > 0.05). This study also indicated that there is a significant relationship between perception of the services and attitude towards online banking among the respondents (r = 0.443, p < 0.01) and there is also a significant relationship between customers’ service and attitude towards online banking among the respondents (r = 0.461, p < 0.01). Lastly, this result showed that there is no significant relationship between consumers’ risk and attitude towards online banking among the respondents (r = 0.145, p > 0.05). Further, study should explore other factors that influencing consumers’ attitude towards e-banking through online banking with a broader range of population and high representative sampling method. – Reproduced
Key Words: perspective, attitude, customer, online banking, e- banking.