Customer’s Perspectives on Internet Banking based on E-S-Qual Model

Abstract

In Sri Lanka, the credit growth the banking system improved in 2020 compared to 2019 regardless of the adverse economic effects caused by the ongoing pandemic and nationwide and district-wide lock-down periods. A significant increase was noticed in the usage of internet banking as people were considerably confined to their homes. Consequently, this study focuses on recognizing the view of customers on internet banking based on the E-S-Qual model. This model was established to measure the quality of e-service. Both exploratory and confirmatory factors analyses are classified into three independent factors namely, (i) System availability & fulfilment (ii) Efficiency and (iii) Privacy as common factors of internet banking. Respondents between the ages of 20 to 30 have shown positive perceptions on these three internet banking factors according to the cross-tabulation results. It was also revealed that the female respondents show a higher positive perception (76.9%) in comparison to males (23.1%) on the privacy of internet banking.