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Determinants for Consumer Choice of “Electronic Banking Utilization†; Evidence from Customers of Public Banks in Sri Lanka

Author

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  • K.S. Madhushankha

    (Department of Management and Organization Studies, University of Colombo, Sri Lanka)

  • R. Senathirajag

    (Faculty of Management and Finance, University of Colombo, Sri Lanka)

Abstract

Electronic banking facilities are no longer competitive advantages but competitive necessities for banks to compete. Even the banks provide a vast body of electronic banking facilities; customers are not utilizing those facilities to the extent bank expected. However, a limited number of empirical studies have been published on electronic banking utilization; this study seeks to find the determinants for utilization of Electronic banking facilities provided by state banks for their customers in Sri Lanka?†The study is based on a quantitative approach to identify factors affecting electronic banking utilization. Individual factors, service quality, user input factors, price factor, service product characteristics & perceived risk were identified as the determinant factors as the findings. Further, it reveals different relationships and provides findings that support, confirm or contradict previous studies.

Suggested Citation

  • K.S. Madhushankha & R. Senathirajag, 2022. "Determinants for Consumer Choice of “Electronic Banking Utilization†; Evidence from Customers of Public Banks in Sri Lanka," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(1), pages 624-634, January.
    • Handle: RePEc:bcp:journl:v:6:y:2022:i:1:p:624-634
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    References listed on IDEAS

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