CUSTOMER'S PERCEPTION TOWARDS THE ADOPTION OF E-BANKING

Abstract

The study was conducted to investigate the perception of customers of the Chitwan district towards the adoption of e-banking. The study assesses customer perception towards e-banking services in terms of perceived usefulness, ease of use, perceived trust, and perceived cost. The primary data were collected from 214 customers of 9 commercial banks through the structured questionnaire. Collected data were analyzed by descriptive, pearson,s correlation and regression analysis. There were positive relation between perceived usefulness and e-banking. This would suggest that as the user perceives that e-banking is useful, their likelihood of adopting these services is increased. The result showed that the adoption of e-banking positive relation with perceived usefulness, ease of use, perceived trust, and perceived cost. The regression coefficients of Perceived usefulness, Perceived ease of use, Perceived trust and Perceived are 0.40, 0.328, 0.416, and 0.288 respectively, indicating a positive relationship with the adoption/use of e-banking services. Perceived trust has the most significant impact on the adoption of e-banking followed by perceived usefulness, perceived ease of use, and perceived cost with a p<0.01 significant level. The regression analysis highlights the complex interplay of perceived usefulness, ease of use, trust, and cost in influencing e-banking adoption in Nepal. Thus, e-banking helps access banking services and conduct transactions at any time and from any location, eliminating the need to visit a physical bank branch or follow traditional banking hours.