E-banking: a case study of Askari Commercial Bank Pakistan

Abstract

This paper has covered the operational issues related to e-banking as well as customer’s perception on usage of ebanking a case study of Askari Bank, Pakistan. 40 staff members and four customers are selected as sample for this study. Both qualitative and quantitative methods are used to present the results. Descriptive statistics is applied to describe the demographic variables while for operational problems correlation was used. Finally the cross case analysis present customers’ perception about e-banking practices. Analysis shows that customers are not ready to adopt new technology that is why their satisfaction level with e-banking is low. Internet speed and government policies are not supportive for e-banking in Pakistan. Due to lack of trust on technology and low computer literacy rate, customers hesitate to adopt new technology. The paper recommended that in order to promote IT culture in Pakistan, government has to reduce the internet rate, and promote the benefits of e-banking on media so that more users will embark on e-banking services. TAM model was used to judge the perception of customers to accept or reject technology.