Drivers Affecting Online Banking Usage of Private Commercial Banks in Sri Lanka

Chathura Hapuarachchi · Ajantha Samarakoon

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Privacy, Security, and Data Protection

Abstract

Online banking is the compulsory condition to develop e-business within the world. The key objective of the study is to examine drivers affecting online banking facility usage of the private commercial banks in Sri Lanka. The researcher has selected five factors namely perceived risk, customers’ concern for privacy, customers’ value for online personalization, e-trust, and e-loyalty after considering previous studies and expert idea in the field. Five hundred questionnaires were distributed among the customers who attached to the seven main private commercial banks and living selected three prominent provinces of three prominent cities namely Kandy, Colombo & Galle in Sri Lanka. Although only two hundred fifteen questionnaires received from the online customers. One hundred ninety-six complete questionnaires used to the final data analysis. Descriptive statistics, correlation analysis and Multiple regression analysis utilized to analysis the data. Data analysis result of the study shows that perceived risk, customers’ concern for privacy and entrust show the significant positive effect on online bank usage in Sri Lanka. E-loyalty and customers’ value for privacy also positively influence on online bank usage, however these two factors didn’t show the significant influence on online bank usage. Sri Lankan commercial banks should promote online bank usage by considering risk, customers’ concern for privacy and entrust. Moreover, online program designers should concern innovations and significant factors when they develop online bank platforms. Further, the researchers should conduct further research base on different cultures to identify the issues and significant factors that may influence on online banking usage.

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References

1985Intrinsic Motivation and Self-Determination in Human Behavior 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions 2011Information Privacy Concerns: Linking Individual Perceptions with Institutional Privacy Assurances 2000Building Store Loyalty through Store Brands 2002Online trust: a stakeholder perspective, concepts, implications, and future directions 2000Dimensions of Privacy Concern among Online Consumers 2003A proposed model of e-trust for electronic banking

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