Abstract:
The banking industry in Sri Lanka has been rapidly developing and
internet banking has become one of the most important and modern
applications that is used as an efficient and viable tool to create
customer value. The study investigates customer attitude and intension
towards using Internet banking of six Licensed Commercial Banks
(LCBs) in the Colombo district in Sri Lanka by employing quantitative
research approach. A survey was undertaken by administering a selfstructured questionnaire which was circulated to 20 customers from
each bank, totaling to 120 respondents through a convenient sampling
technique. The literature suggests that, there are four major factors that
determine the attitude towards internet banking, namely, (i) perceived
ease of use, (ii) perceived usefulness, (iii) perceived risk and (iv)
subjective norms. The survey results show a strong positive influence
from perceived ease of use and perceived usefulness factors on attitude
towards Internet banking, and this reveals that customers search for
easiness and usefulness when using Internet banking. In contrast,
perceived risk and subjective norms have become unimportant factors
in determining attitude towards Internet banking. The study also tests
the association between attitude and intention to use Internet banking.
The findings suggest that an insignificant negative relationship
between customer attitude and intention. This revealed that the
majority of the customers depend on traditional channels to carry out
their banking operations despite positive attitude towards Internet
banking.
