Employee's attitude towards adoption of IT-based banking services

Abstract

Purpose – The main aim of carrying out this study was to measure the attitude of employees towards the adoption of information technology (IT)-based banking services among private sector banks of India. Design/methodology/approach – Descriptive research methodology is used to accomplish the study using convenience sampling technique. The study is conducted in four private sector banks of India from Bikaner and Jaipur regions of Rajasthan. A questionnaire was developed based on five parameters, i.e. relative advantage, complexity, potential risk, strategic advantage in decision-making process and innovation and development to ascertain the attitude of the employees. The data are collected from 180 bank employees (executive, manager, officer) through structured questionnaire method out of which 129 employees replied to the questionnaire. Frequency percentage and ANOVA test is adopted as the statistical measure. Findings – The study revealed that IT has led to increased customer satisfaction, improved operational efficiency, reduced transaction time, and gives the bank a competitive edge in reducing the running cost by quick responses in delivery of services. Research limitations/implications – A sample of only four private sector banks is taken into consideration. Practical implications – The study is useful for the banking policy makers in terms of application of IT for spreading the reach of banking services to the mass. Originality/value – This paper explores the use of IT-based banking services for research purposes on private banking. It will be of great value for researchers and professionals involved in IT-based banking services.