Factors influencing consumer perceptions towards on-line banking – Chennai

This research study was an attempt to investigate the factors influencing online
banking and consumer acceptance towards on-line banking in Chennai. All the banks in
India offer similar services are different in terms of service quality. The behavioural
characteristics of online banking users were examined. Respondents from three different
banks in Chennai participated in the survey. In this study, total service quality in the selected
dimensions with the help of a structured questionnaire filled by customers of selected banks.
The results showed that perceived usefulness was the key factor in explaining the variation in
online banking acceptance. Furthermore, the issue of security and quality of internet
connection were found to be least important factors that motivated consumer acceptance of
on-line banking.