FACTORS INFLUENCING TOWARDS THE INTENTION TO USE OF E-BANKING SERVICES: EVIDENCE FROM REGIONAL DEVELOPMENT BANK OF SRI LANKA
Authors:
Galagama Arachchige Pamalka Kethmi
Abstract:
A banking sector is an important tool of the modern economy and e-banking is one of the emerging trends of the banking industry which is not quite common yet in a developing country like Sri Lanka. This field of the study analyzed with the help of four variables perceived ease of use, perceived usefulness, customer attitudes and Trust. This study used primary data, collected from a developed questionnaire. Statistical techniques of correlation and regression were used for empirical testing. The findings of this research show that if customers perceive e-banking as useful, transactions are conducted on a user-friendly website, information of the customers is secure and there is a bond of trust between the e-banking service provider and customer then there will be an impact of these factors on the e-banking usage. The implications of this study are that bankers can design the policy regarding e-banking keeping the four factors of perceived ease of use, perceived usefulness, customer attitudes and Trust in the account. This research contributes by providing a combined impact of these four variables on e-banking usage which has not been studied until now and the fact that in the Sri Lankan context, especially in the Regional Development Bank.