Parikalpana: KIIT Journal of Management

Open Access Open Access  Restricted Access Subscription Access

Determining Association between Age, Occupation and Usage of Online Banking Services among Customers


Affiliations
1 NRIBM, GLS University, Ahmedabad, India
 

Banking is a customer oriented service industry, therefore the customer is the focus and customer services is the differentiating factors. Customer in India and specifically in urban area, no longer want to wait in long queues and spend hours in banking transection. So this paper shows awareness and perception of customers regarding SSBT (Self Service Banking Technology). To conduct this descriptive research, response of 300 respondents is take through questionnaire from Ahmedabad city. Analysis of respondent’s response done through SPSS software and chi square test is used to determine association.

Keywords

Indian Banking Industry, SSBT, Satisfaction, Technology.
User
Notifications
Font Size

  • Akinci, S., Aksoy, S., & Atilgan, E. (2004). “Adoption of Internet banking among sophisticated consumer segments in an advanced developing country. The International Journal of Bank Marketing, Vol. 22, No. 3, pp. 2 1 2-232: .

  • Bandyopadhyay, T. (2004). Credit Card Industry . Indian Journal of Marketing, June, pp.25-29:.

  • Bradley, L., & Stewart, K. (2002). “A Delphi study of the drivers and inhibitors of internet banking”. International Journal of Bank Marketing, Vol. 20, No. 6, pp. 250-260.

  • Daniel, E. (1999). Provision of Electronic Banking in the UK and the Republic of Ireland. International Journal of Bank Marketing, Vol. 17, No.2, pp.72-82: .

  • Eriksson, K., & Nilsson, D. (2007). “Determinants of the continued use of selfservice technology: The case of Internet banking”. Technovation, Vol. 27, pp. 159-1 67: .

  • Eriksson, K., & Nilsson, D. (2007). Determinants of the continued use of self-service technology: The case of Internet banking. Technovation, Vol. 27, pp. 159-1 67:.

  • Gerrard, P., Cunningham, J. B., , & and Devlin, J. F. (2006). “ Why consumers are not using Internet banking: A qualitative study”. Journal of Services Marketing,, Vo1.20, No.3,pp. 160-1 68:.

  • Goldfinger, C. (. (2001, MAY 10). www.fininter.net. Retrieved from Internet banking issues: www.fininter.net/retailbanking/internet/I~sues/paper/draft.htm:

  • (2006). Internet and Mobile Association of India . IAMAI Report.

  • Jazeela, M. (2005). Customer perceptions of banking products and services in Kerala with reference to spec$c customer segments in the urban area,. Kerela: Department of Applied Economics; PhD thesis, , CUSAT:.

  • Kimball, R., & Gregor, W. (1995). How distribution is transforming retail banking: changes leading banks are making. Journal of Retail Banking Services, Vol. 17, No. 3, pp. 1-9: .

  • Leblanc, G. (1990). Customer motivation: use and non-use of automated banking. International Journal of Bank Marketing, Vol. 8, No. 4, pp. 3 6-40: .

  • Lee, E. J., & Schumann, D. (2005). “Segmenting the non-adopter category in the diffusion of internet banking”. International Journal of Bank Marketing, Vol. 23, No. 5, pp. 414-437:

  • Lee, E., & Lee, J. (2000). Haven’t adopted electronic financial services yet? The acceptance and diffusion of electronic banking technologies. Financial Counseling and Planning, , Vol. 1 l, No. l, pp. 49-60: .

  • Polatoglu, V., & Ekin, S. (2001). An empirical investigation of the Turkish consumers’ acceptance of Internet banking services. International Journal of Bank Marketing, Vol. 19, No. 4, pp. 156-165:.

  • Sohail, M., & Shanmugharn. (2003). “E-banking and customer preferences in Malaysia: an empirical investigation”. Information Sciences, Vol. 150, pp. 207-2 17:.

  • Thornton, J., & White, L. (2001). Customer orientations and usage of financial distribution channels. The Journal of Service Marketing, Vol. 1 5, No. 3, pp. 1 68- 185: .

  • Zeithaml, V., & Gilly, M. (1987). Characteristics affecting the acceptance of retailing technologies: a comparison of elderly and non-elderly consumers. Journal of Retailing, Vol. 63, No. 1, pp. 49-68: .


Abstract Views: 362

PDF Views: 0




  • Determining Association between Age, Occupation and Usage of Online Banking Services among Customers

Abstract Views: 362  |  PDF Views: 0

Authors

Hiteksha Joshi Upadhyay
NRIBM, GLS University, Ahmedabad, India
Payal Rajani
NRIBM, GLS University, Ahmedabad, India
Saloni Surani
NRIBM, GLS University, Ahmedabad, India

Abstract


Banking is a customer oriented service industry, therefore the customer is the focus and customer services is the differentiating factors. Customer in India and specifically in urban area, no longer want to wait in long queues and spend hours in banking transection. So this paper shows awareness and perception of customers regarding SSBT (Self Service Banking Technology). To conduct this descriptive research, response of 300 respondents is take through questionnaire from Ahmedabad city. Analysis of respondent’s response done through SPSS software and chi square test is used to determine association.

Keywords


Indian Banking Industry, SSBT, Satisfaction, Technology.

References





DOI: https://doi.org/10.23862/kiit-parikalpana%2F2017%2Fv13%2Fi2%2F164519