CHAPTER 7
HYPOTHESIS Testing, result And Discussion, conclusion
7.1 Interpretation of Hypothesis testing through Z-
Test
7.1.1 Discussion of Hypothesis testing
7.2 Discussion on Result
7.2.1 Factors of banking customers prospective towards
Real and Internet Banking.
7.2.2 Comparative Analysis of mean perception of
banking Customers towards different identified
factors.
7.3 Fulfillment of Objective
7.4 Area of Further Research
7.5 Conclusion
Chapter 7
Hypothesis Testing, Result and Discussion, Conclusion
FACTORS
HYPOTHESIS
INTERNET
BANKING
REAL
BANKING
Z
VALUE
REJECTED/
NOT
REJECTED Mean S.D. Mean S.D. | Z |
Trustworthy. H01 3.97 1.38 3.29 1.40 2.45 Rejected
Community dignity. H02 4.73 0.44 4.6 0.55 1.31 Not Rejected
Geographical
flexibility.
H03 3.96 0.76 3.40
0.67
3.51 Rejected
Perceived
Transaction
And Information
Security.
H04 4.03 0.63 4.36 0.49 2.33 Rejected
Convenience. H05 4.74 0.46 4.60 0.49 14.8 Rejected
Usefulness. H06 4.76 0.42 4.64 0.52 1.27 Not Rejected
Result
Demonstrability.
H07 4.6 0.53 4.68 0.51 .198 Not Rejected
Table 7.1 Result of Hypotheses Result using z-test analysis
7.1 Interpretation of Hypothesis testing through Z-Test
The formulation of hypothesis is an important stage of every research. It gives
direction to the study besides this it also gives speed to the study. Based on
review of literature and past studies, the Hypotheses were formulated for this
study through empirical investigation discussed below.
On the basis of result of factor analysis to find the result of hypothesis testing
Z-Test to be apply, the result of hypothesis testing shown in below table.
Z table=1.96 at 5% level of significance
7.1.1 Discussion of Hypothesis testing
H01: There exists no significant difference in the mean perception of banking
customer towards ‘Trustworthy’ factor of Internet Banking and Real Banking.
H01: There exist a significant difference in the mean perception of Internet
Banking customers and real banking customers. The Internet Banking
customers have better perception (Mean=3.97) towards the Trustworthy of
Internet Banking services in comparison to real banking customers (Mean=
3.29).
The results of z- test indicated the calculated values of z i.e. 2.45 is found to
be greater than the tabulated values of z i.e. 1.96 at 5% level of significance
which resulted into rejection of null hypothesis.
Null hypothesis stands rejected.
H02: There exists no significant difference in the mean perception of banking
customer towards ‘Community dignity’ factor of Internet Banking and Real
Banking.
H02: No significant difference in the mean perception of Internet Banking
customers and real banking customers in terms of ‘Community dignity’ The
Internet Banking customers(Mean=4.73) have no different perception
towards the Community dignity of Internet Banking services in comparison to
real banking customers (Mean= 4.6).
The results of z- test indicated the calculated values of z i.e. 1.31 is found to
be greater than the tabulated values of z i.e. 1.96 at 5% level of significance
which resulted into acceptation of null hypothesis.
Zcal (2.45) > Ztab (1.96) at 0.05
Zcal (1.31) < Ztab (1.96)
Null hypothesis stands accepted.
H03: There exists no significant difference in the mean perception of banking
customer towards ‘Geographical Flexibility’ factor of Internet Banking and
Real Banking.
H03: There exist a significant difference in the mean perception of Internet
Banking customers and real banking customers. The Internet Banking
customers have better perception (Mean=3.96) towards the Geographical
Flexibility of Internet Banking services in comparison to real banking
customers.
(Mean= 3.40)
The results of z- test indicated the calculated values of z i.e. 3.51 is found to
be greater than the tabulated values of z i.e. 1.96 at 5% level of significance
which resulted into rejection of null hypothesis.
Null hypothesis stands rejected.
Zcal (3.51) > Ztab (1.96)
H04: There exists no significant difference in the mean perception of banking
customer towards ‘Perceived Transaction & Information Security’ factor of
Internet Banking and Real Banking.
H04: There exist a significant difference in the mean perception of Internet
Banking customers and real banking customers. The Internet Banking
customers have better perception (Mean=4.03) towards the Perceived
Transaction & Information Security of Internet Banking services in
comparison to real banking customers (Mean= 4.36)
The results of z- test indicated the calculated values of z i.e. 2.33 is found to
be greater than the tabulated values of z i.e. 1.96 at 5% level of significance
which resulted into rejection of null hypothesis.
Null hypothesis stands rejected.
H05: There exists no significant difference in the mean perception of banking
customer towards ‘Convenience’ factor of Internet Banking and Real
Banking.
H05: There exist a significant difference in the mean perception of Internet
Banking customers and real banking customers. The Internet Banking
customers have better perception (Mean=4.74) towards the Convenience of
Zcal (2.33) > Ztab (1.96)
Internet Banking services in comparison to real banking customers (Mean=
4.60)
The results of z- test indicated the calculated values of z i.e. 14.8 is found to
be greater than the tabulated values of z i.e. 1.96 at 5% level of significance
which resulted into rejection of null hypothesis.
Null hypothesis stands rejected.
H06: There exists no significant difference in the mean perception of banking
customer towards ‘Usefulness’ factor of Internet Banking and Real Banking.
H06: No significant difference in the mean perception of Internet Banking
customers and real banking customers in terms of ‘Usefulness’ The Internet
Banking customers(Mean=4.76) have no different perception towards the
Usefulness of Internet Banking services in comparison to real banking
customers (Mean= 4.64).
The results of z- test indicated the calculated values of z i.e. 1.31 is found to
be greater than the tabulated values of z i.e. 1.96 at 5% level of significance
which resulted into acceptation of null hypothesis.
Zcal (14.8) > Ztab (1.96)
Zcal (1.27) < Ztab (1.96)
Null hypothesis stands accepted.
H07: There exists no significant difference in the mean perception of banking
customer towards ‘Result Demonstrability’ factor of Internet Banking and
Real Banking.
H07: No significant difference in the mean perception of Internet Banking
customers and real banking customers in terms of ‘Result Demonstrability’
The Internet Banking customers(Mean=4.6) have no different perception
towards the Result Demonstrability of Internet Banking services in
comparison to real banking customers (Mean= 4.68).
The results of z- test indicated the calculated values of z i.e. 0.198 is found to
be greater than the tabulated values of z i.e. 1.96 at 5% level of significance
which resulted into acceptation of null hypothesis.
Null hypothesis stands accepted.
7.2 Discussion on Result
Zcal (0.198) > Ztab (1.96)
This section is derived to present
(i) Factors of banking customers prospective towards real and
Internet Banking. (significance of factors)
(ii) Comparative Analysis of Mean Perception of Banking customers
towards different identified factors.
(iii) Fulfillment of objective and area of further research.
7.2.1 Factors of banking customers prospective towards Real and
Internet Banking:
As a result of factor analysis 7 imperative factors of banking customers
prospective towards Real and Internet Banking namely. Trustworthy,
Community dignity, Geographical Flexibility, Perceived Transaction &
Information Security, Convenience, Usefulness, Result Demonstrability.
Factor 1: Trustworthy
Trustworthy refers to the efficiency and the ability of a system to perform its
functions accurately, especially a foolproof system that can work properly.
Making a system to perform its functions accurately and precisely, a
dependable of document issuance of banking transactions should be
considered, thus providing an ability to keep all banking transactions’
information accurately and can serve at a specific time.
“Ms.Varsha Kuchara in his research article59
identified one of the very
important service quality dimensions of Internet Banking service quality is
Trustworthy. The online banking environment has grown tremendously over
the past several years and will continue to grow as financial institutions
continue to strive to allow customers to complete money transfers, pay bills,
and access critical information online. Authenticating customers logging onto
their online banking service has become a crucial concern of financial
institutions.”
“Jun and Cai (2001) identified one of the very important service quality
dimensions of Internet Banking service quality is Trustworthy. The Internet
Banking environment has grown tremendously over the past several years and
will continue to grow as financial institutions continue to strive to allow
customers to complete money transfers, pay bills, and access critical
information online. During this same time, online banking has been plagued
by Internet criminals and fraudsters attempting to steal customer information.
Phishing and other types of attacks have become well known and are widely
used as a means for fraudsters to obtain information from customers and
access online banking accounts. As a result, authenticating customers logging
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Sep 2014 ISSN 2250-1991
onto their online banking service has become a crucial concern of financial
institutions” 60
Factor 2: Community dignity
Status reflects the social significance of practicing internet banking as a mean
to express and enhance one’s self-concept. As a dimension of social
desirability, status measures relative advantage of IB use (Gerrard and
Cunningham, 2003).
“The extent to which reference groups or social influence effects the adoption
of Internet Banking is the focus for consumer behavior studies. In the
consumer behavior literature reference groups or social influence frequently
affect consumer behavior (Fishbein & Ajzen, 1975; Bogozzi, 2000). Rogers
(1983) stated that all innovations carry some degree of uncertainty for the
individual, who is typically unsure of a new idea´s result and thus feels a need
for social reinforcement of his or her attitudes toward the new idea. The
individual wants to know that his or her thinking is on the right track in the
opinion of his or her peers. A study found indicated that reference groups
strongly affected the attitude and behavior of consumers toward online
banking (Pento, 2002)”61
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Journal of Electronics Commerce Research Vol Nine No 2 2008
This dimension implies to impression management, i.e., by consuming certain
products or services consumers strive to influence their self-image in the eyes
of other consumers (Holbrook, 1999).
Factor 3: Geographical Flexibility
“Flexible Internet Banking system: Financial institutions have spent a great
deal of time and money developing online banking functionality to allow
customers an easy and flexible way to manage their money (Williamson,
2006). A customer can check balance by logging into banks website through a
user name and password. In this way he can enquire balance, status of
cheques, perform funds transfers, order drafts, request issue of cheque books
etc (Srivastava, 2008)”62
. A customer can check balance by logging into
banks website through a user name and password. In this way he can enquire
balance, status of cheques, perform funds transfers, order drafts, request issue
of cheque books etc
“Liu and Arnett in their study identified time factor as one of the prime factor
that in Internet Banking service quality feature for the customers. Saving time
is an importance factor which influences the customers prefers to use Internet
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Banking. (Beer, 2006). Banks can make the information of products and
services available on their site, which is, an advantageous proposition.”63
Factor 4: Perceived Transaction & Information Security
Security stands for the Trustworthy of Internet Banking and an overall belief
on the part of the user that banking transactions can be completed
confidentially and safely. According to Polatoglu and Ekin (2001),
Security is rated as the most important issue of Internet Banking. There is a
dual requirement to protect customers’ privacy and protect against fraud.
Digital signature is a precautionary measure to prevent malpractices and
tampering the information. It is a form of enhanced authentication
(Williamson, 2006).
“Dr. David Chaum, CEO of DigiCash said that “Security is simply the
protection of interests. People want to protect their own money and bank their
own exposure. The role of government is to maintain the integrity of and
confidence in the whole system. With electronic cash, just as with paper cash
today, it will be the responsibility of government to protect against systemic
risk. This is a serious role that cannot be left to the micro-economic interests
of commercial organizations.”64
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E-Banking in development Economy : Journal of Applied Quantitative Methods Vol 5 No 2 2010 64
www.studymode.com\essay\E-Banking Security
Security comprises of three dimensions – Trustworthy, safety, and privacy.
Consumers’ concerns about security, which arise from the use of an open
public network, have been emphasized as the most important factor inhibiting
the adoption and use of Internet Banking (Sathye, 1999; Daniel, 1999; Cox
and Dale, 2001; Howcroft et al., 2002). Security issues have been identified as
significant quality attributes of Internet Banking (Liao and Cheung, 2002; Jun
and Cai, 2001)
Factor 5: Convenience
Convenience means saving time and increasing the efficiency of service as
compared to branch banking. Thus, it can be conceptualized as relative
advantage of adopting new service channel (Polatoglu and Ekin, 2001;
Gerrard and Cunningham, 2003).
Convenience, defined in terms of time savings, 24/7 access and service
quality, is one of the most cited beneficial features of Internet Banking
(Daniel, 1999; Liao and Cheung, 2002). It is one of the dominating factors in
transaction channel preferences (Ramsay and Smith, 1999) and a key
determinant of consumer satisfaction (Yang et al., 2003). Consumers are
prone to prefer more leisure-time, dedicating less time to financial matters
(Devlin, 1995).
Anytime and anywhere banking facility: Internet Banking users say that
convenience is the most important factor, Internet Banking lets them access
their accounts from anywhere and at any time (IAMAI’s, 2006)
Internet Banking users say that convenience is the most important factor;
Internet Banking lets them access their accounts from anywhere and at any
time (Maholtra and Singh, 2007)
The main benefit offered by Internet Banking is that it is very convenient to
conduct all finance related transactions from any location. This is
advantageous to all those who do not have the time to visit a traditional bank.
In addition to this, it is best to opt for internet banking when basic transactions
need to be carried out such as requesting transfer of funds or requesting bank
account statements as the entire process is faster with internet banking.65
Factor 6: Usefulness
For a corporate user this means how useful does the user find the overall idea
of using the application, and how much it is found to contribute to ones
overall job performance and efficiency. Based on formerly conducted
researches and their results, the more useful the system is seen, the more
likely it is be that the system is also being used.
Ease of use is another important determinant for the customer preferring the
internet banking (Beer, 2006). In a study conducted by Cooper (1997);
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reported that ease of use of innovative product or service as one of the three
important characteristics for adoption from the customer’s perspective. The
user friendliness of domain names as well as the navigation tools available in
the web-sites is an important determinant for ease of use. The design of the
web-sites with appropriate use of graphical user interface is also considered as
an important determinant. (Cooper, 1997) It is also worth noting that proper
navigation attributes and search facility will also certainly be helpful to
consumers when they surf the Internet. In addition, the level of interactivity of
the site will certainly have an effect on the consumers’ perception of the user
friendliness of the Internet (Suganthi et. al, 2001)
Factor 7: Result Demonstrability
Result Demonstrability means explaining why using Internet Banking may or
may not be beneficial.
7.2.2 Comparative Analysis of Mean Perception of Banking Customers
towards Different Identified Factors.
The present study set total seven hypotheses to investigate the difference in
the mean perception of Internet and real banking customers towards different
parameters of banking. The results of z-test indicated that except three
hypotheses all remaining four hypotheses stands rejected. The study got
difference in the perception in terms of Trustworthy, Geographical flexibility,
Perceived Transaction and Information Security, Convenience factors, while
there is no perception difference was found in terms of Community dignity,
Usefulness and Result Demonstrability factors.
Factor Community dignity in current study shown no significant difference
between Customer perceptions towards Internet Banking over real banking
means the customer who are using both Internet Banking and real banking
find that using of Internet Banking cannot increase its Community dignity
among the society. Also customer perception cannot reflect in terms of
usefulness means customers find both Internet and real baking useful for their
banking transaction. The current study it is also find that there is no difference
in customer perception
To demonstrate result of Internet Banking and real baking i.e. both customer
without difficulty define usage of Internet Banking as well as real banking to
their other people.
But since study reported four rejections hence the discussion for the rejected
hypotheses is as follows-
Internet banks allow 24-hour access to bank accounts and greater control over
fund transfers, especially those involving international transactions. However,
Internet banks, by virtue of their Internet reliant mode of business transactions
also enjoy the reduction in overhead costs and the chance to conduct
operations with fewer branches and easier access to potential customers on a
global basis. As the Internet overcomes physical boundaries, it becomes easier
for Internet banks to attract international clients
Rejection of factor ‘Trustworthy’ from study showed that in customer
prospective Trustworthy in Internet Banking (Mean=3.97) is more favorable
as compare to Real Banking (Mean=3.29) means customer will consider
Internet Banking more trustworthy as compare to real banking.
Rejection of factor ‘Geographical Flexibility’ from study showed that
customers mostly prefer Internet Banking (Mean=3.96) for their financial
transaction as compare to Real Banking (Mean=3.40) because Internet
Banking provide more Geographical Flexibility as compare to Real Banking.
Security of the transactions is the primary concern of the Internet-based
industries. The lack of security may result in serious damages.
Rejection of factor ‘Perceived Transaction & Information Security’ showed
that in customers prospective Internet Banking (Mean=4.03) is as secure as
Real Banking (4.36). in today’s era of Internet Banking provide so many new
technology which make banking more secure , the facility like Digital
Signature , NEFT and RTGS money transfer , plastic money make banking
transaction extra secure for customers.
Rejection of factor ‘Convenience’ indicates that in customer find Internet
Banking (Mean=4.74) more convenient as compare to Real Banking
(Mean=4.60) for their banking transaction. As Internet Banking are also save
time to make fund transfer , other methods to provide financial services to
consumers It includes services such as automated teller machines, telephone
banking, the use of debit and credit cards, smart cards, and Internet banking.
7.3 Fulfillment of Objective (Evaluation of Result )
Before start discussing weather objective of current study fulfill or not, the
objective of the study recounted once again. The present research was thus,
undertaken with the six objectives as guideposts for a comparative study of
customers satisfaction towards E-Banking and also for understanding the
relationship between Internet Banking and real banking.
To study how Internet Banking increases the productivity of an
organization.
To investigate the imperative factors of customers’ perception towards
Internet as well as real banking services.
To compare the perception of Internet Banking users and real banking
users on the basis of different identified factors.
To suggest guidelines to bank to improve the Internet Banking users
base in the light of outcomes of the present study.
To open new vistas of research and develop a base for application of the
findings in terms of implication of the study.
Objective 1:
First objective of current research would suggest bank that how to increase
the productivity after adopting concept of Internet Banking.
Indian economy is witnessing stellar growth over the last few years. There has
been rapid development in infrastructural and business front during the
growth period. Internet adoption among Indians has been increasing over the
last one decade. Indian bank has also risen to the occasion by offering new
channels of delivery to their customers. Internet Banking is gaining popularity
in India and findings of this study allow banks to fine new tune their Internet
Banking product. Based on the finding of this study following suggestion
could be arrived at:
Bank could increase Internet Banking adoption by making their
customer awareness about the usefulness and Trustworthy of the
service. It seen that from the study that the variable Trustworthy and
Usefulness has a positive influence in Internet Banking use, therefore
Internet Banking acceptance would increase when customer find it more
usefulness. Bank should plan their marketing campaigns taking in to
consideration this factor. Proper marketing communication which would
increase consumer awareness would result in better acceptance of
Internet Banking.
The variable convenience had a positive influence on Internet Banking
use. That means customers would increase Internet Banking which they
find it more convenient. Bank should therefore try to develop their
Internet Banking site and interface easier to use. Banks also consider
providing practical training session for customers at their branches on
usage of Internet Banking interface.
Objective 2
Second objective of study investigate the imperative factors of customers’
perception towards Internet as well as real banking services.
The survey of current study by web base method and paper based method
produce empirical confirmation of seven factors which did influence Internet
Banking acceptance. The factor produce by survey were: Trustworthy,
Community dignity, Geographical Flexibility, Perceived Transaction &
Information Security, Convenience, Usefulness, and Result Demonstrability.
Survey instrument was subject to test Trustworthy and construct validity to
check if the factors identified are scientifically valid. The survey instrument
validity test results were satisfactory valid. The survey instrument validity
test results were satisfactory. Literature review of previous study studies also
indicated that these factors played significant role in Internet Banking
adoption in other countries as well. Therefore it could be concluded that
second objective of the study is successfully achieved.
Objective 3
Third objective of study is to compare the perception of Internet Banking
users and real banking users on the basis of different identified factors.
It was observed with the study that significant difference was found in
customer use of Internet Banking and real banking in terms of Trustworthy.
That indicates that in customer prospective Internet Banking is more reliable
as compare to real banking.
It was also seen in study with second variable Community dignity had a
negative influence on Internet Banking use. Which show that customers were
not found that usage of Internet Banking would increase their Community
dignity.
It was also observed with the study that significant difference was found in
customer use of Internet Banking and real banking in terms of Perceived
Transaction & Information Security that means customers would find
Internet Banking as secure as real banking. Since security is most important
constraint in Internet Banking so bank should try to mitigate concerns of their
customers in terms of Internet Banking technology to increase customer’s
acceptance. Bank should also take measure trust and privacy of its Internet
Banking infrastructure and procedures. It is seen from the study that variable
Usefulness has a positive influence on Internet Banking.
It was observed with the study that significant difference was found in
customer use of Internet Banking and Real Banking in terms of Geographical
Flexibility that indicates that customer find usage Internet Banking more
flexible as compare to Real Banking.
The study found significant difference was found in customer use of Internet
Banking and Real Banking in terms of Convenience that indicates that usage
of Internet Banking is more convent as compare to real banking.
It was also seen in study that Result Demonstrability has no difference in real
banking as well as Internet Banking. Means customer find no difference to
demonstrate result of Internet Banking and real banking to other user.
In nut shall entire hypotheses framed for the studies were found to be
empirically accepted. Thus it could be concluded that the third objective of the
study has also been successfully achieved.
Objective 4
To suggest guidelines to bank to improve the Internet Banking users base in
the light of outcomes of the present study.
In the light of the outcomes of current research banks can be given valuable
guidelines for setting up their services and products through online channel.
Trustworthy accessed to be one of the key encouragement factors to improve
the Internet customer base. It shows that in customer prospective Internet
Banking is reliable for their banking transaction to keep the faith of customer
towards Internet Banking, electronics law should be increased and promoted
by the bank in order to reduce customers perception of risk.
The results of comparative analysis will help bank segmenting customers on
the basis of explored factors and will help them in developing strategies to
encourage the customers towards Internet Banking. Further the present
research has proposed certain suggestions and implications that could act as
fruitful in setting up guidelines for banking customers.
The researcher also proposes a model of Business Process Reengineering for
predicting Internet Banking acceptance. The finding of study would be useful
for Indian banks in planning and upgrading their Internet Banking service.
Bank could increase Internet Banking adoption by making their customer
awareness about usefulness of the services.
Objective 5
To open up new vistas of research and develop a base for Application of the
findings in terms of implication of the study.
Finding would suggest Banks to plan the strategies & policies keeping the
perception of both real and Internet Banking users in mind. Also it would lead
further research in the area of high technology access medium like Mobile
Banking, Digital Signature, M-Pesa Mobile Banking and Bio Matrix ATM
Internet Banking is a cost-effective delivery channel for financial institutions.
For future research, more similar small and local community banks will be
selected to further collect the information about their newest trends and
development in their Internet Banking operations, to enhance managerial
implications to be learned from current study.
Finally the limitation of the current research opens new the scope of further
researcher.
7.4 Area of Further Research
The issues discussed in the limitations section could be taken as a pointer for
continuing research in this area. Research on customer acceptance of Internet
Banking in India is still in a nascent stage, as such there is a still room for
further investigation in attracting customers towards Internet Banking services
which could many times considered being scope of further research. Some
avenues for continuing study in this exciting field is discussed below:
The factors identified by the researcher could be validated further and
more factors could be considered for better prediction level of the
research.
This study has focused on user who are not yet adopting Internet
Banking services, study suggest factors which support to increase
Internet Banking users in current era, In India most of the customers
who are using Internet Banking services are corporate customers as
compare to individual customers, the future study can be compare
corporate user and individual user in terms of factor influencing their
adoption decisions.
The current studies not cover rural banking sectors and their customers
prospective. So future study also suggests usage of Internet Banking in
rural area.
Current study not much focuses on usage of advance technology involve
in Internet Banking like mobile banking and biometric ATM, M-Pesa
(M for mobile, pesa is Swahili for money). So future study can be
defining usage of this new technology which influencing customers to
their adoption decisions towards Internet Banking.
7.5 Conclusion:
The processes of modernization and innovations in banks have enabled the
globalization of Indian economy. The importance of sophisticated or high
technology for improving the customer service, productivity and operational
efficiency of banks in well-recognized. As a part of their action plans banks in
India have introduced many new techniques and also a considerable degree of
mechanization and computerization in their operations. Internet Banking is
one such new channel which has become available to Indian customers.
Customer’s acceptance of Internet Banking has been good so far. In this study
the research tried to conducted qualitative and quantitative investigation of
customer’s acceptance of real banking and Internet Banking among Indians.
The research tried to identify important factors that affect customers
behavioral indentation for Internet Banking.
The quantitative analysis of the research confirmed that the factors identified
By the researcher viz. Trustworthy, Geographical Flexibility, Convenience,
Usefulness, Result demonstrability concert quality of facility. And Perceived
Transaction & Information Security, Geographical Flexibility did influence
Customer’s behavioral intentions towards Internet Banking. The result shown
That for variables Trustworthy,
Geographical Flexibility, Perceived Transaction & Information Security,
Convenience, had a positive influence on Internet Banking use. Similarly
result showed that three variable Community dignity, Usefulness, Result
Demonstrability. are negative influence on Internet Banking could be
statistically proved. The findings of the study useful for Indian banks in
planning and upgrade their Internet Banking services.