Usage Patterns of Electronic Banking Services by Urban Educated Customers: Glimpses from India

The major banks in India are increasingly providing services through electronic channels such as ATMs, internet banking, tele banking and mobile banking. The paper is an attempt to examine the various usage patterns by customers of these technology-enabled services provided. A survey research is conducted among the customers of some of the leading banks in India who are residing in the selected metro and urban banked centres in India . The findings show that though ATMs have been widely adopted, the level of adoption of other electronic banking means like internet banking, tele banking and mobile banking despite their potential are yet to pick in a big way. The usage patterns revealed through this study has several pointers to bank managements in india. [PUBLICATION ABSTRACT]