A qualitative assessment on the E-Banking Adoption in Banks: A case of HBL Pakistan

Abstract

E-banking has become buzz world in the banking sector and also in the non-financial corporate sector. Pakistani banking sector has undergone rapid developments in the last decade and e-banking and associated automated services also improved during this tenure. The main issues in this regard remain low and slow adoption of the e-banking services in Pakistan. This study sought to explore this phenomenon and interviewed customers of the banks in Pakistan to assess their opinion and perceptions on the awareness, usability and adoption of e-banking in the country. NVivo was used to code and analyze the data. This study found that customers of the banks in Pakistan are aware on the scope of e-banking services and also are happy with its usability. They opined that e-banking saves costs, provide ease and enable the use to have relevant information on their bank balance and financial transactions. They further, provided that security concerns and lack of education and awareness may be main causes of low e-banking adoption. Thus, banks should improve their channel security and also try to launch awareness programs.