A study on the nature of the customers who used IT driven banking services of Commercial Banks

Abstract

Introduction Numbers of sectors are maintaining their services with quality and systematically by using information technology. Around two decades before, commercial banks started to apply information technology for their services. In the first stage, IT was used only for internal affairs. However nowadays, it has been developed as a self service provider. Currently, banks offer services with high quality and efficiency by using IT driven services such as ATM, Mobile banking, Internet banking etc. If there is an enormous queue inside the bank for small scale and small transactions, it will disturb the banks essential, valuable and prominent transactions. Therefore, customers have been given opportunities to paying bills, exchanging money, and inquiring the balance at home by a telephone or a computer.

A research was conducted in New Zealand banking sector and the results show significant relationships among online customer service quality, online information system quality, banking service product quality, overall internet banking service quality and customer satisfaction (Rod et al, 2008). Moreover, it was identified a positive relationship between IT and efficiency of banking services (Naseem et al, 2012). Further, a comparative study in Japan and South Asian countries revealed a positive relationship between IT and productivity of the banking activities (Swierczek and Shrestha, 2003). Commercial banks can be identified as with internet banking facilities and without internet banking facilities. It means some commercial banks use more and more internet banking facilities for their transactions. It was conducted a comparative reserch using this kind of two commercial banks. This research comparatively showed favourable amount of profit and efficiency of activities exist in banks which with internet banking facilities than the other banks (Malhotra and Singh, 2009). Furthermore, It was identified lack of knowledge exist in Sri Lankan clients regarding IT driven banking services. Therefore it was mentioned that the problem of returns of investment on IT driven services are questioning (Suraweera et al). No studies have been done regarding the nature of the customers who use IT driven banking services of commercial banks in Sri Lanka. Therefore, this study is mainly focused on whether there is any special group of customers’ using IT driven banking services of commercial banks.