Adoption and Use of Internet Banking in Pakistan

Shaista Kamal Khan


The basic objective of this research is to recognize the key factors that preventing Pakistani community (Individual & Business Clients) from adopting of e-banking in terms of services offered by the Banks of Pakistan. Other than that, this research also examines the association among the customers who were eager to use e-banking and the 4 uniqueness of individual and businessmen’s. Quantitative technique is adopted by utilizing survey approach from sample size of 150 respondents, in which 100 returned questionnaire were used for analysis. Descriptive statistics are used to analyze the customer’s opinion by calculating gap between expectations and perception. The result shows some misconceptions regarding Internet Banking and also has found some major factors that preventing consumers for adopting of Internet Banking services in Pakistan. This research illustrates that customers require awareness and more safety measures and these two are the key reasons for slow adoption of e-banking. Unreasonable price is in third ranking. The result also shows that non-access to computers/Internet, resistance to change and difficulty in use are not the major factors affecting adoption of Internet banking.

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