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
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 institutions (Zineldin, 1996). Thus an enhanced understanding of why some people adopt one distributional channel and others do not, alongside an identification of the factors that may influence this decision is vital to investigate (Patricio, 2003). Thus, the deployment of advanced technologies is essential to achieve a competitive edge. In the world of banking, the development of information technology has an enormous effect on development of more flexible payments methods and more-user friendly banking services. Recently, the banking industry was highly affected by the technology evolution that transformed the way banks deliver their services, using technologies such as automated teller machines, phones, the Internet, credit cards, and electronic cash. In line with global trends, electronic banking in Pakistan has been undergoing many changes. Electronic banking is a term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution. Electronic banking refers to systems that enable bank customers to access accounts and general information on bank products and services through a personal computer (PC) or other intelligent device. There are many benefits of e-banking as it provides easy way to monitor an account, we can shop, pay bills, buy items at auction, and transfer money from anywhere at any time, it reduces costs, it saves time, and vice versa.
This study focuses on awareness and adoption of electronic banking in Pakistan. Our objectives of this research were to: 1. Check awareness of electronic banking in Pakistan.
2. Check why people are not aware of electronic banking.
3. Know if the people are aware of electronic banking then to how much extent. 4. Check whether banks of Pakistan are providing electronic banking or not. 5. To find the critical attributes that customers expect important while using electronic banking. 6. To find the key variables that affect...