ISSN: 1204-5357

Research Article

Open Access

TECHNOLOGY ADOPTION AND CUSTOMER SATISFACTION IN BANKING TECHNOLOGICAL SERVICES

KARTHIKEYAN P, SONIYA K

Abstract

A sound and effective banking system is the backbone of an economy. The economy of a country can function smoothly and without many hassles if the banking system is not only flexible but also capable of meeting the new challenges posed by the technology and other external as well as internal factors. The aim of the study is to compare the banks based on their adoption/usage of technology in banking services and to identify and analyze the factors influencing the customer’s adoption/usage of technology in banking services in Coimbatore city. For this purpose a sample of (100) from ICICI bank and (100) from HDFC bank were taken in to consideration and percentage analysis, F-test, and t-test were used as statistical tools to analyze the data. The conclusion is that the dimensions used for the study can be used for decision making process of the study as the level of significance is less than 0.05 in all the dimensions and if the employees are not satisfied from their job, working conditions, work culture, management etc. they can never make the customers satisfied with better quality services. This paper explores factors that affect the adoption or intention to adopt three e-banking technologies and changes in these factors over time. Using a Federal Reserve Board commissioned data set, the paper finds that relative advantage, complexity/simplicity, compatibility, observability, risk tolerance, and product involvement are associated with adoption. Income, assets, education, gender and marital status, and age also affect adoption. Adoption changed over time, but the impacts of other factors on adoption have not changed. Implications for both the banking industry and public policy are discussed. This study proposes a new method to investigate adoption of new technologies and tests this method by looking into the determinants of internet banking adoption. This paper seeks to develop our understanding of consumer attitudes towards bank delivery channels. Accordingly, a questionnaire was designed to obtain information about which delivery channels consumers had used when acquiring four types of financial service.

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