Relationship between demographics of consumer and their intention towards e-banking services

Rapid Changes in Indian Banking Industry have created a new dimension in Indian Banking with emergence of Technology in Banking. The banking industry in India understood the need for deploying Internet banking, and thus launched this service in 1998. According to literature, Internet banking is a valuable service for Business banking consumers. Business Banking accounts are the major contributors toward the revenue for any commercial bank, since number and value to transaction done are considerably higher than retail banking customers. It has been observed that banks put utmost efforts to ensure satisfaction of such group of customers. The purpose of the paper is to study the effect of demographic variables on the behavioural intention of business banking consumers towards E-Banking services. The data was collected using self structured questionnaire. The respondents were only business banking consumers of Public and Private sector banks of India. ANOVA and t-test is used for analysis. The study found that demographic variables such as age and income had significant impact on behavioral intention of business banking consumers. The study highlights and put forward suggestions to banks for improvisation of specific parameter of service in order to increase overall customer satisfaction.