Analyzing the gap in the adoption of Internet Banking Services: Managers´ perspective

The paper examines the important factors responsible for the adoption of Internet Banking Services in India. Exploratory and quantitative research forms the basis of this study. All internet banking services have been categorized into 7 types. Through a survey instrument, primary data has been collected from 27 banks´ managers, as they are middle layer (between provider and actual customer) in internet banking channel. Assess, trust, security, computer self efficacy, perceived risk, perceived ease of use, and perceived usefulness emerged as the important factors responsible for the adoption of internet banking. In order to increase Internet Banking adoption in India, banks need to focus more on the important factors related to customer satisfaction. The study evaluated the importance level and usage rate of all the services and operations offered by Internet Banking, thus offering help in developing strategies for maximizing the usage rate.