The Factors Influencing Customers' Decision to Adopt Internet Banking in Sri Lanka

Abstract

Internet Banking is the delivery of banking products and services directly to the customer through the Internet. With the realization of the prospective benefits and capability of internet banking, all the banks all over the world quickly adopted the innovative way of delivering banking services to customers. Despite the efforts to promote internet banking in Sri Lanka, the adoption rate was low. This study was undertaken to identify the factors that influence the decision of customers to adopt internet banking in Sri Lanka. A quantitative survey conducted among internet banking customers revealed that factors such as perceived usefulness, perceived ease of use, perceived security and awareness are significant and influence the adoption decision of customers. The study has highlighted the most influencing factors that can be considered by bankers while making internet banking promotions.