Sources of awareness and use by family members: Differences between users and non-users of online banking

Abstract

With the developments in electronics and information technology over the last few decades, banks have been increasingly using different electronic delivery channels such as automated teller machines, online banking and mobile banking to offer various banking products and services to the customers at their convenience. Online banking is a fast growing delivery channel allowing customers to access banking facilities from anywhere and at any time. With the data collected from 50 bank customers and 10 Bank managers, this paper aims at understanding the sources of awareness of online banking and the use of online banking by other members of the family. The findings of the study revealed that Customers were aware of online banking through various sources, mainly through banks and media followed by word of mouth. Most of the customers using online banking and some customers not using online banking have other members of their family using online banking.