The Role of Age & Gender in Awareness of E - Banking Services

Maitrey Bhagat

Abstract: The development and the increasing progress that is being experienced in the information and communication technology have brought about a lot f changes in almost all facts of life. In the banking industry, it has been in the form of online banking, which is now replacing the traditional banking practice. The present paper is the outcome of an empirical study conducted with the objective of investigating the customers views regarding e-banking. It covers customer perception on online banking activities and its impact and promotional measures used by banks to promote online banking which are classified according to gender and age of customers. This paper therefore, examines, if customers choice of bank is influenced by the quality of e-banking services provided. Stratified sampling was used. While the survey instrument was a developed questionnaire comprising open ended and Likert type of questions. The Likert type questions have a 5 point scale (indicating 1 strongly disagree to 5 strongly agree). This survey was administrated for 600 respondents. The study revealed that the age and gender play an important role in usage of e-banking services. The research also corroborated the conceptual framework stating that if skills

Keywords: E-Banking services, Promotional measures, Customer perception, Satisfaction