Abstract:
As digital banking continues to reshape the financial landscape, understanding
the factors influencing customer usage of Electronic Banking (e-banking)
becomes paramount. This study, conducted in the Ratnapura district,
meticulously examines the intricate dynamics shaping customer usage of e
banking. A comprehensive investigation spanning individual, innovative,
organizational, and environmental levels identify critical variables such as
Knowledge, Attitude, Language, Relative Advantage, Risk, Fast processing,
Integration, Technical Services, ICT Infrastructure, Legal Framework, and
Government Support. A descriptive survey method was used to collect primary
data from 385 customers using self-administered questionnaires across public,
private, and development banks, employing a convenience sampling method.
Pearson correlation analysis reveals significant positive relationships between
each individual factor and customer usage. Further, multiple regression analysis
substantiates the collective impact of these variables, emphasizing the
robustness of the model. The findings underscore the pivotal role of knowledge,
positive attitudes, perceived advantages, and organizational and environmental
support in driving E-banking usage. However, the study acknowledges certain
limitations, notably the exclusive focus on selected banks in the Ratnapura
district, restricting the generalizability of results to other banks.
Recommendations for future research include comparative studies between
government and private banks and exploring additional variables to enrich the
understanding of customer usage dynamics. This research contributes to the
evolving discourse on E-banking usage, offering actionable insights for
stakeholders and paving the way for more nuanced investigations into the
multifaceted realm of digital banking.
