Junior Research Symposia
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Item The Factors Influencing on Internet Banking Adoption in Sri Lanka(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Mangalee, J.D.C.; Wijenayake, S.I.In this present era of technology, every individual is being affected by technology. E-banking technology has wide acceptance throughout the world. It is getting popular day by day and the development and success of internet banking in Sri Lanka depends on the customers‟ acceptability of this concept. Although there were lots of researches had been conducted related to the adoption of internet banking in foreign countries, the researches relating to Sri Lanka is limited. The underlying purpose of this research is to evaluate the factors influencing on internet banking adoption in Sri Lanka. In here model was developed through online survey. Five hypotheses were developed and this model was tested with 100 respondent western province in Sri Lanka. The response of the respondents was quite appreciated and the response rate was about 82%. Reliability and regression technique are employed to study the relationship. Perceived risk, perceived trust, perceived usefulness, social influence, perceived security factors were used to measure customer adoption of internet banking. The results of data analysis showed that above factors have impact customer adoption of internet banking. The results also propose that demographic factors impact significantly internet banking adoption in Sri Lanka.Item The Impact of Internet Banking Service Quality on Customer Satisfaction in Sri Lanka(Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Saumya, K.G.P.; Thilakarathne, C.R.Banking Sector plays a vital role in economic and financial development of a country due to its impact on the financial activities. Internet banking has become one of the widely used banking services among Sri Lankan retail banking customers in recent years. Providing high quality service to the customers is the ultimate objective of any organization. The key objective of this study is to ascertain the relationship between internet banking service quality and customer satisfaction in Sri Lankan banking context. In this empirical study, the SERVQUAL model, originated by (Parasuraman, et al., 1988) has been applied to examine the five dimensions of service quality namely tangible, reliability, responsiveness, assurance and empathy on customer satisfaction of commercial banks in Sri Lanka. The data were gathered through a structured questionnaire with 188 banking customers from five selected banks in western province using simple random sampling method. A descriptive analysis and regression analysis used to explore the level of service quality of Sri Lankan commercial banks from the customer’s perspective. The results reveled that tangible, reliability, responsiveness and assurance have more contribution to satisfy the customers in online banking. The study also explored that empathy has no influence on customer satisfaction in Sri Lanka. Therefore these findings will help the banks to establish a customer oriented strategy to retain their customers in future.Item Customer Acceptance of Internet Banking in Sri Lanka(Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Perera, N.T.M.; Thilakarathne, C.R.Technology affects the life of every individual at present age. Internet banking has also become one of the technologies which is getting recognition around the world. Internet banking plays a major role in banking sector. There are a lot of customers around the world who are adopting this technology very quickly but in developing countries like Sri Lanka the adoption ratio is very low. Another strategic challenge faced by the banks today is the growing and changing needs and anticipations of consumers with increased education levels and growing wealth. The current study examines the factors influencing the adoption of internet banking services in Sri Lanka. Primary data was collected from 202 respondents through a structured questionnaire. Regression analyses and descriptive statistic technique were used to study the relationship. The adoption/ non-adoption decision is highly influenced by factors namely Usefulness, Ease of use, Security and privacy, Trust. It was also revealed that age, gender and occupation are significantly related with internet banking adoption. Finally, this paper recommends that understanding the factors influencing the adoption of internet banking is very significant to the commercial banks and Bank managers can make use of this information to advance appropriate strategies to attract new customers to use Internet banking in future.Item Factors Affecting Customer Preference for Internet Banking(Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Madushanka, G.G.A.S.D.; Gunasekara, U.L.T.P.Internet banking is improving at a reasonable level in Sri Lanka compared to other countries. Banks are taking numerous steps to widen this concept among their customers. This study examined the factors affecting customer preferences for internet banking. Sample consisted of hundred and seventy customers of five commercial banks in Sri Lanka. Survey method was used for collecting data. Constructs such as convenience and flexibility, transaction related benefits and service security were taken in aligning with literature. Hence, the study will deepen the understanding of specific factors supporting customer adoption of internet banking in Sri Lanka. According to the findings convenience and flexibility and service security significantly affect customer preference and transaction related benefits are not significant to customer preference. Additionally, it was identified that lack of knowledge on facilities of e-banking compared to traditional banking is one of the prominent reason for less usage of Internet Banking in Sri Lanka. This research provides banking institutions with significant information on various aspects that need to be highlighted in their banking communications strategies to increase the adoption rate of internet banking services. Findings provide valuable insights to the banking industry and also urge upon reshaping their promotional strategy in relation to internet banking services.Item Customer acceptance of internet banking in Sri Lanka(Department of Accountancy, University of Kelaniya, 2015) Perera, T.M.A growing phenomenon in financial services is the use of the internet as a channel for financial services. The internet bank usage might however not be easy for the consumers. Internet banking services have a relative advantage over brick-and-mortar banks in terms of “timeliness and accuracy of information flow” that minimizes the information latency in an intense decision-making environment. (Kesharwani & Bisht, 2011). The internet bank usage might however not be easy for the consumers. Consumers’ use of internet banking requires acceptance of the technology, which can be complicated because it involves the changing of behavioural patterns (Nilsson, Kerem, & Eriksson, 2004). Internet banking (IB) has been perceived as a potentially feasible alternative distribution channel, due to increasing computer literacy, deregulation in the financial sector, the rapid diffusion of electronic commerce, changing customer demands for innovative financial products (services), and strong commitments to reduce operating costs and create customer convenience (Celik, 2008). The purpose this research is to observe whether technology acceptance of internet banking in Sri Lanka. The sample for this research will obtained from the Sri Lankan commercial banks. The objective of this research is to findout the relationship between customer acceptance & internet banking