Digitizing Banking Services: An Empirical Analysis of Customer’s Adoption and Usage

Abstract

Internet and mobile technologies of recent years have gained momentum and are impacting the working of every process including financial services. Financial service providers including banks are turning their necks toward the wave of these technologies. In the essence it has been made mandatory by situations and conditions in the market that they should be adopted to meet customer demands. This paper will focus on the adoption and perceived usefulness of customers on cyber/Internet banking (IB) and cell phone banking (CB) in India, and the. Data for this study is primary in nature and collected through a survey conducted on 250 respondents across north Indian cities. The result confirms that adoption of IB and CB is on the rise though there is a need for awareness programmes as customers consider it viable. Key words: Cyber banking, Customer, Internet, Cell phone banking, SMS banking