Customers' perceptions towards adoption of e-banking in Pakistan

Abstract

Electronic distribution channels provide alternatives for faster delivery of banking services to a wider scope of customers. This study aims to understand customers' perception towards the potential benefits and risks associated with electronic banking in Pakistan. The outcomes would help the policy makers to develop effective strategies for future outlook of electronic banking in a country. Primary sources were used to collect the data which were analysed via frequency and mean score analysis. The results suggest that banks' customers in Pakistan perceive electronic banking as a tool for minimising inconvenience, minimising risk of carrying cash and time saving. Customers further believe that electronic banking increases chances of government access to public data, increases chances of fraud and data losses. The results conclude that various customers segments do not differ in opinions towards benefits and risks associated with e-banking.

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