Awareness and Adoption of E Banking in Pakistan
Abstract:
This study aims to understand customers’ perception towards adoption and awareness of electronic banking in Pakistan. The outcomes would help the policy makers to develop effective strategies for future outlook of electronic banking in a country. The results suggest that banks’ customers in Pakistan perceive electronic banking as a tool for minimizing inconvenience, minimizing 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. It reduces cost and save our precious time. There are also some limitations of e-banking as it requires skills to operate it and passwords can be hacked. This research paper discussed that people of Pakistan are well aware of electronic banking but they are not satisfied with the services provided by the bank and they also feel risk in that service that’s why they trust more on employees. It contains different demographics and their association with research questions. The results conclude that various customers segments do not differ in opinions towards benefits and risks associated with e-banking. This paper also includes recommendations in which it describes that what strategies the banks should choose to increase the satisfaction of customers
Keywords: electronic banking; e-banking; customers’ perception; adoption; Pakistan, e-banking in Pakistan, e-banking, SMS banking, ATM
I. INTRODUCTION
The developments taking place in information and communication technology are increasing competition in financial institutions worldwide. Development of electronic distribution channels in financial industry has completely transformed the traditional bank–customer relationship in recent years. It has reduced personal contacts between the service providers and the customers (Barnes and Howlett, 1998). The scenario is further changed with increased competition among banks and non-bank financial
This study aims to understand customers’ perception towards adoption and awareness of electronic banking in Pakistan. The outcomes would help the policy makers to develop effective strategies for future outlook of electronic banking in a country. The results suggest that banks’ customers in Pakistan perceive electronic banking as a tool for minimizing inconvenience, minimizing 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. It reduces cost and save our precious time. There are also some limitations of e-banking as it requires skills to operate it and passwords can be hacked. This research paper discussed that people of Pakistan are well aware of electronic banking but they are not satisfied with the services provided by the bank and they also feel risk in that service that’s why they trust more on employees. It contains different demographics and their association with research questions. The results conclude that various customers segments do not differ in opinions towards benefits and risks associated with e-banking. This paper also includes recommendations in which it describes that what strategies the banks should choose to increase the satisfaction of customers
Keywords: electronic banking; e-banking; customers’ perception; adoption; Pakistan, e-banking in Pakistan, e-banking, SMS banking, ATM
I. INTRODUCTION
The developments taking place in information and communication technology are increasing competition in financial institutions worldwide. Development of electronic distribution channels in financial industry has completely transformed the traditional bank–customer relationship in recent years. It has reduced personal contacts between the service providers and the customers (Barnes and Howlett, 1998). The scenario is further changed with increased competition among banks and non-bank financial