Assessing Customers’ Eagerness to Adopt Online Banking

Assessing Customers’ Eagerness to Adopt Online Banking

Assessing Customers’ Eagerness to Adopt

Supervisor:

Name of Student: ……………………..

Registration No: ……………….

Department:

A project submitted in fulfillment of the requirements for the degree of Business

Administration in Business Management

January 2012

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DECLARATION

I declare that the material contained in this project is the end result of my own work and that due

acknowledgement has been given in the bibliography and references to ALL sources, be they

printed, electronic or personal.

The Word Count of this Project is….

Signed: … ……………………………..

Date:….……………………………….

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Abstract

This research paper is developed to evaluate the perception and eagerness of customers to adopt

online banking. Information technology (IT) has been the key element playing key role in

modeling the banking industry from last few years, all over the globe. Banks heavily rely on IT

in conducting their daily operations and expanding their business. IT is the only tool that assists

them in reducing their operational costs and gain competitive advantage over their rivals by

offering distinct services compared to the traditional methods of banking which includes ATMs,

mobile banking and the most effective, the internet banking (IB). Recent studies have concluded

that many customers does not have sufficient awareness about the Internet banking and also

mostly people do not trust these internet banking services for carrying out their business

transactions. Customers will only rely on internet banking when they will be sure about its uses

and all possible utilities. This paper will be a strong reference for the banking industry to

improve the level of IB services and for further future research for various banks.

The research is based on the mixed approach for the analyzing the data. Qualitative approach is

adopted to analyze the data gathered from the interview. Quantitative approach is adopted to

analyze the data gathered from the questionnaire. Both primary as well as secondary sources of

information have been used to ensure reliability and transparency of the report.

The independent variables that have been used to apply the regression analysis are the reputation

of specific banks, self-efficacy, age, gender, experience, banking needs, communication, risk and

complexity. The impact of these variables has been checked on customer’s satisfaction with

respect to online banking.

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CERTIFICATE

It is certified that MS thesis proposal titled “Assessing Customers’ Eagerness to Adopt Online

Banking” prepared by ……….., Enrollment No. …….. has been approved for submission.

Dr. Muhammad Minhaj Sheikh

Thesis Supervisor

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ACKNOWLEDGEMENT

I would like to thank all the helping hands who were with me in making this report a possibility.

Special thanks to my supervisor Dr. J. G Gupta Singh, for his consistence advice and support

provided during the uphill task of writing up this thesis and for giving me the opportunity to

carry out this knowledge-full study. His patience and constant feedback has been very

instrumental in finalizing this thesis.

Student………..

Registration…….

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Table of Contents

DECLARATION.......................................................................................................

CERTIFICATE OF APPROVAL..............................................................................

Acknowledgements....................................................................................................

Abstract......................................................................................................................

1.1. Demographics of the Online Banking.............................................................

1.2: Relevance of the Online Banking...................................................................

1.3. Background Information and Evolution.........................................................

1.4. Key words and definitions..............................................................................

1.5. Study Objectives.............................................................................................

End notes................................................................................................................

Chapter 2: Literature Review.....................................................................................

1.1. Attaining Online Banking...............................................................................

1.2.Advantages and diadvantages of online banking.............................................

2. Measuring online banking..................................................................................

2.1. Analysis of expierence on online banking......................................................

2.2. Impact of covienece and ease on online banking............................................

2.3. Impact of safety ..............................................................................................

2.4. Effect of sex and age in achieving the online banking...................................

2.5. Value of time saving on online banking.........................................................

2.6. Enviornemnet and location.............................................................................

2.7. Risks involved in online banking....................................................................

2.8. Impact of complexity on online banking........................................................

3. Increasing access and quality through eduacation and marke...........................

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4. Policy Guidelines and Recommendations..........................................................

Chapter 3: Methodology............................................................................................

3.1: Framework of Analysis...................................................................................

3.3.1 Type of Research……………………………

3.3.2 Data Collection and Preferences...................................................................

3.3.3 Data Collection and Related Procedures.......................................................

3.4. Statement of Analytical Approach and Methodology.....................................

Chapter 4: Estimation, Analysis and Conclusion......................................................

4.1.Estimated Results.............................................................................................

4.2 Findings and Analysis of Findings...................................................................

4.4. Policy Guidelines and Policy Recommendations...........................................

4.5. Limitations of the study..................................................................................

References..................................................................................................................

Appendix-A- Results.................................................................................................

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1. Introduction:

Internet banking is a great evolution that has emerged with time due to technological progress

and progression of information technology. All thanks to internet banking that has changed the

orthodox way of banking. Many positive advantages and added benefits are achieved with online

banking, some might not agree with this but it has contributed meritoriously, efficiently and

resourcefully in our lives.

Advances in information technology are becoming an important factor to the prospect expansion

of financial services industry especially the banking industry (Kannabiran and Narayan, 2005).

It is said that banking sector around the world adapted to technological changes at a very massive

level. Further study over the data gathered from Office of the Comptroller of the Currency bank

examiners shows that the number of banks offering the service of online line banking increased

very drastically between the end of the year 2000 to 2001. By the year 2001, more than 50% of

the banking institutions were providing the facility of online banking.

Higher competition and Globalization are the main factors that have affected the banking sector

for almost ten years. The further awareness and adaptation to Internet Banking has assisted in

reducing geographical and distance related hampers. A lot of banking divisions that were limited

to local areas due to the geographical barriers, then started to encompass national and

international regions. One such example is that of mortgage finance in the U.S. Not only the

competition has been enhanced by the reduction of geographical barriers, but also by the

increased ability of bank customers to search for and locate new suppliers electronically.”

(Furst.K William W. Daniel.L E. Nolle .2010)

However this process of switching over has been remarkably slow in South Asian countries over

the last several years (Mehrotra. A. 2009). Regardless of all the input of hard work, these online

banking facilities have been overlooked and disregarded by most of the customers of this region.

Hence, customer awareness is very crucial for successfully implementing the use of online

banking in any area. The current research is trying to study the Pakistani customers' mind frame

and willingness in regard with e-banking.

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Looking at the Asian market it is clearly evident that online banking is here to stay for coming

many years. According to Jeff 2003, online banking will increase up to 45.4 million in coming

years specifically in Asia. Online banking and its awareness can only be achieved through

developing the core concept of services and their awareness.

Behaviour Intention to use Online Banking

Individuals’ Belief Perceived Usefulness

Perceived Ease of Use

Core Constructs

Awareness of Services

Social Influence Website Quality

System Quality

Information Quality

Decision Adoption of

Online Banking

Awareness about the services is the key component in determining the customers’ beliefs and

satisfaction that is being derived from those services. A customer can only comment on the level

of satisfaction attained after having used those services.

The further scrutiny of the data related to customer appreciation with the variety of aspects of

online banking on customer satisfaction with the entire online banking as a sum total, showed

that customer contentment with protection and confidence provided by e-banking website has the

greatest effect on the entire satisfaction of customers with online banking followed by user

satisfaction with handiness and user-friendliness.

According to one of the studies by Delone and Mclean (2003, p.18), quality of the system is

established thorough the quality of its information and services. Therefore service quality is

termed as the most important tool for online banking. This model best explains the concept given

by Delone and Mclean.

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System Quality

Information quality

Use

User satisfaction

Organizational impact

Individual impact


This explains the fact that quality of system plays a very vital role in determining the overall

impact of organization. However, understanding and implementing the model is necessary to

gauging customers’ satisfaction.

1.1 Problem Statement:

The progression of internet has paved the way for the development of many goods and services

like Internet Banking (IB). Internet Banking has completely altered the conventional banking

system. some people may be of the opinion that online banking has altered the lives of many in a

good way, in terms of an efficient and effective service.

Customer service is increasingly being shifted from people to technology. In the first quarter of

2011, internet banking capacity in the top 10 banking institutions exceeded 65 Million liquid

deposit account (LDA) customers, double the number from 2004 and growing fast. In addition to

checking their account balances, nearly two-thirds of these customers are using online bill pay,

and other online services are seeing growing adoption rates while traffic at traditional bank

outlets is dropping considerably. The customers’ demand for and use of online banking. Most of

the researches study internet banking growth and development issues; a few of these researches

grade countries taking into consideration account e-banking advancement and technological or

strategy development, but there is a lack among the research to assess customers’ readiness to

adopt new online banking systems with an ease. This research addresses the ignored areas of

customers’ perception of online banking which will help to inculcate the culture of ease at using

online banking for customers. This research will analyze the factors having affected on

customers’ reluctance of using online banking systems.

1.2 Research Objectives:

This study has been conducted to understand the customers’ attitude and their perception towards

internet banking. This study is focused on following objectives:

To identify important determinants shaping customer’s choice and approach towards

internet banking.

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To examine the level of satisfaction and trust that customers rely on these banking

services and the reason that they will surely adopt these services in future.

To fully understand the customers perception towards various services offered

through e –banking and the frequency of complications faced while using these

services.

1.3 Scope of the research:

The research will be covering the Banking industry of Pakistan, who have successfully reaped

the gains of technological innovations and have managed to change with the changing times or

otherwise. Yet there are certain banks as well as a number of banking customers who are still

reluctant to change. This study therefore focuses on the factors affecting the customers’ choice

for online banking and the degree of their eagerness. The change however is considered to be

openly accepted by the young blood as the mature age customers mostly like to cling to the

orthodox style of banking.

1.4 Limitations of the research:

Every research has its own limitations. The limitation faced by this research is as following:

Monetary and time constraints which made the collection of the data to be kept shorter.

The research is also facing the limitation of geography. This means that research is only

focusing on the banks within the geographical boundaries of Pakistan. Researcher cannot

visit different countries for getting viewpoints of international customers and banks.

Primary data has been collected from a relatively small sample due to financial issues and

time constraints.

1.5 Ethical Considerations of the Research:

Ethics are very important to be considered in the research. The research has been conducted

keeping in mind all important ethical issues. It was made absolutely sure that no physical,

emotional and environmental harm occur to any participant of the research.

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All the participants took part in the research at their own will. I precisely explained the objective

of data collection to all the participants so that they do not get confused. It is unethical to collect

the data from respondents without first informing them about the use of data. The purpose of use

of data must be disclosed to the participants of research. At the top of questionnaire, I had

declared that the purpose of this research was to clarify the confusions of respondents.

The participants were assured that the data collected from them would be kept confidential. They

were assured about the right use of information provided by them. In this research, I have not

asked any personal information from respondents which might raise concern for confidentiality

of data. They were not asked names, designation or any other personal information. Moreover, I

kept the data in a private file which could only be accessed by me.

I have not copied or cheated the data of others. This is an original work indigenously produced

by me. The data is not manipulated in order to produce desirable results. I have quoted some

literature and findings from earlier studies. These findings are backed by Harvard referencing to

avoid plagiarism.

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2. Research Methodology/Design:

In this chapter, adaptation of the methodology is being explained on the basis of previously

reviewed literature and the nature of research.

2.1 Research Approach:

The research methodology onion explains three categories of the research. This study has been

conducted through mixed method approach in which both qualitative and quantitative techniques

have been applied. Qualitative data techniques are used for critically reviewing the existing

hypothesis and theories elucidating customer approval and adaptation to internet banking in

information systems (IS) domain.

On the other hand, quantitative techniques have been used for evaluating the eagerness of

customers for online banking. The researcher has not used complicated quantitative techniques

rather simple numeric operations have been performed on the data for analysis. Use of both

techniques is very effective in the research because it helps compare the findings of two different

methods and establish relations between them through comparison.

2.2 Types and Sources of Data:

In compliance to the research design and mixed method approach, I have used both primary and

secondary data in the research. Usage of both types of data is in agreement with the methodology

used for the research. It is very important to take primary data into account in the research

though information could be gathered by using the findings pointed out by secondary data but it

would raise concerns for transparency and fairness of the findings. On the other hand, use of both

primary and secondary data findings enhances the fairness and transparency of results (McNeill,

2005).

For this particular purpose, questionnaire will suffice to be a useful research method for the

collection of data, 7 points liker scale has been used.

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2.3 Sampling:

For conducting survey, I selected a sample of 300 customers from those using the online banking

services. The sample has been selected through convenience sampling technique.

2.4 Sampling Techniques:

Random sampling technique would be used to conduct the research. Through this sampling

technique, random selection of respondents has been made while taking convenience factor.

2.5 Data collection tool:

For each data type, different tools were selected. In order to collect secondary data findings, the

researcher preferred to use authentic sources such as books, articles and authentic websites. On

Google Scholar, I searched for books regarding online banking activities and their impact on

customers as well as financial performance. On the other hand, authentic journals have also been

used for collecting relevant articles. Primary data has been collected through a questionnaire

survey. An open end questionnaire was developed for collecting primary data. The questionnaire

composed of 20 questions. All questions are provided with some options. Analysis of the

questionnaire data has been conducted through SPSS.

2.6 Results expected and method of the Analysis

It is expected that customers’ perceptions about online banking affects their attitude towards the

banks. Statistical package for Social Science (SPSS) and AMOS will be used to test the

underlying hypothesis.

2.7 Data analyzing tool/ technique:

In this research, Linear Regression test will be applied to evaluate the quantifiable data with the

help of SPSS software. Regression test is adopted because of having correlation design of the

research. Regression model will be attained from this test, which will highlight the associated

signs of relations and the weights of the individual independent variable.

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2.8 Data analysis:

Data analysis chapter is prepared on the basis of the data evaluated from the implication of

regression analysis test. The data analysis chapter is divided into two major parts. The first part is

analysis of data with the help of quantitative approach. The second part is analysis of data with

the help of qualitative approach.

2.9 Utilization of research results:

The outcome of the study is to provide constructive material for all those involved in the

progress of internet banking in developing countries. It will guide them in coming up with better

models and ways of increasing the usage of online banking in these regions. This research will

prove to be incredibly valuable for all those people who are working hard to minimize the

negative approach of people towards internet banking. It will enable them to effectively convince

their audience regarding the benefits on e-banking.

The current study confers citizens’ acceptance and adoption of e-banking services in developing

countries. Moreover, important factors contributing toward increase use of customers’ banking

services have been identified and the effective approaches that bank can use to enhance its

services have been proposed.

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3. Literature Review:

All banks have been trying their best to introduce online banking at their earliest. Many banks

are trying their hard to give rise to new ways of banking i.e. internet banking. Those banks

already offering such services claim that this method of banking has proved very effective in

reducing the overall costs as it lets you compete with others at a faster pace (Rotchanakitumnuai

and Speece 2003). Most of the banks that are located in big cities believe that e-banking helps

attract customers towards their bank; it is one of the ways to increase your sales. They believe

that, other than typical banking services, this service of internet banking keeps the customer loyal

towards you as it helps build relationship of trust and belongingness with each individual through

daily based contacts via phone calls etc. (Rotcanakitumnuai and Speece 2003)

Though, many corporates or those still reluctant to change do not promote online banking. The

major reason being, any such services requires the use of computers and secondly it lessens

personal interaction with the people. Mature customers are however reluctant to adopt the option

of e-banking. (Gauld.R.et al.2010)

Another problem explained by (Mattila. M, Karjaluoto. H,&Pento. T. 2003) states that there are

also certain risks, as there is deficiency of proper information and it is the main source of

connecting perceived risk with the customers' innovations in electronic commerce especially

regarding the e-banking.

Many banks are currently implementing Internet banking. Banks that offer services via this

channel claim that it has cut down costs and made them more competitive. However, many

corporate customers are not highly enthusiastic about Internet banking (Rotchanakitumnuai &

Speece, 2003). Most of the banks around the world have welcomed e-banking as it promotes

customers’ greater interaction with bank. E-banking goes beyond the boundaries of just offering

services; it gives customers a sense of belongingness to the banks (Gauld. R. et al. 2010).

Banks do realize that they should adopt the customers' centric approach that highly focuses on

delivering the best services to customers. Customers ease is the first priority that should be taken

care of when promising and delivering their services. It should not only be based on the trends

being followed globally. Your location and type of people is very important to make something

successful and running in future. (Khan, M.S., Mahapatra, S.S. 2007) clearly explains the

customer's acceptance towards the technology specifically regarding the information technology.

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Some of the most famous are the Unified Theory of Acceptance and Use of Technology

(UTAUT) (Venkatesh, V. et al. 2003) and Technology acceptance model (TAM) (Davis, F.D. et

al. 1989).

These models explain the fact that there is a large variety of customers belonging to various age

groups so their preferences also vary. Greater proportion of people adapting to change are

students, young businessmen and the young working class, who are aware of the benefits of

technology. The concept of online banking however faced criticism of the existing large business

and working class of age group above thirty five as they believed that this could lead to identity

theft as anyone could access their account (Dennis. C. 2010).Hence it is difficult to force the

mature age group customers to shift to unfamiliar system requiring technical skills. This proves

that one should consider all aspects while offering technology based system especially in the

developing nations where major barrier is low literacy rate. (Delone, W.H. and McLean, E.R.

2003).

Success of the information technology is restricted due to lack of customer acceptance. People in

developed nations have been rapid to switching over the internet banking. Online banking is now

a crucial for selling goods and services and it is accepted to be a stipulation for staying gainful.

This concept of E-banking has also triggered online shopping, commercialization, mobile

banking, increased use on cards and lesser withdrawal of cash. Mobile is the biggest driver

through which electronic banking is usually taking place. It’s stated that 174% from 6.2 million

customers in UK adopted mobile banking, resulting in immense increase in online shopping.

(Alsajjan.B, 2010). People are reluctant to change without realizing the advantages they can avail

in turn.

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3.1 Merits of Internet Banking:

Internet banking gives access to many advantages as listed below.

It gives you an ease of handling your cash which makes you secure and safe from any

chances of possible physical theft.

All these services are available 24 hours a day putting you at further ease.

Online banking offers Convenience way of operating banking transactions, as it provides

customer convenience and flexibility, this helps people gain control over their finances

and this leads to efficient management of funds.

All e-banking services includes all types of services, they cover all aspects including

transactions from one bank to another, account checking, transfers, utility bill payment

etc. Anyone can perform all these banking activities without having to physically go to a

nearby bank. It is the easiest and the most convenient method of banking as you do not

have to rush to a bank for an emergency call.

Flexible virtual banking system introduced by the financial institutions in developing

online banking functionality allows customers an easy and convenient way to manage

their money (Williamson, 2006). A user can confirm account balance by signing into the

bank's webpage through an assigned user name and password.

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Time saving Convienece Confimation

Acessibility Safety Security

Range


Jun and cai (2001) identified one of the very important service quality scope of E-

banking service quality is reliability. The e-banking trend has evolved positively over the

many years and it will keep on prospering as banking institutions will keep trying to

make all the aspects of internet banking readily available for their customers. Meanwhile,

internet banking is constantly getting breached by immoral attempts of cyber criminals to

embezzle customer details.

E-baking provides many essential features to the users. One of the most highly desirable

features is efficiency.

Initially e-banking was only concerned with basic options like allowing the users to

check current account balances and information regarding loan entitlement and interest

rates. (Joseph.B. 1999:182-193)

Other benefits of e-banking include the cutting down of contractual cost, enhancing

customer service, developing market scope and toning down of additional costs are now

the most fundamental aspect of e-banking. Otherwise, the acceptance of the new

technology may not be viable from the standpoint of the consumer (Suganthi et. al,

2001). E-banking is now lucrative for both the banking institutions and the users of their

services. The Internet provides the banks with the ability to deliver products and services

to customers at a cost that is lower than any. (Singhal.D. 2009)

The stakeholders of the of the banks have basically pushed the banks into stipulating

online banking and as a result the banks are now more aware of the impact of their

activities on the environment and have started to put in more reserves for the

conservation of the surroundings. Some of the largest banks are also looking for ways to

save the environment and resources (Todorova, 2007) and encourage their customers to

go green by using Internet banking (Skonctue, 2010). An example for this is that the

banks are now increasingly switching to providing bank statements through online means

such as by email to try and limit the usage of paper. Studies that have been carried out in

the past portray that customer satisfaction with the banking services is highly enhanced

by a company's increasing green efforts. (Hyun S Yoon, Linsey M. Steege. B. 2009)

Though the package comes with a few disadvantages as well but the long list of merits

overshadows the fallout of possible demerits. The entire network may be down due to link issues

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while on other occasion you visit a nearby ATM just to find out that the ATM is out of cash or

maybe out of order but it is not the case every time.

3.2. Factors affecting online banking

Online banking will be measured with the customer satisfaction as the dependent variable and

others being independent variable. Eagerness to online banking will be measured by the

customers' satisfaction that will be measured with the customers' response after they fill in their

questionnaires.

3.3 Independent Variables:

Past Experience Jiang, Hsu, Klein and Lin [2001] in his theory state that experience is

the major factor affecting online banking. Experience counts a lot when deciding on to go

for a particular service or technology. Experienced internet user is most likely to adopt

the online banking facilities rather the one who has no or minimal knowledge of using

internet or technology. Secondly if the customer have had good experience while

benefiting from the offered services, his/her bondage gets strengthened but if the

experience was bitter he/she may not likely pay any further visits to that bank ever again.

Banking needs varies from individual to individual as one person may require to carry

out frequent transactions in a given period of time whereas another individual may not be

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Online banking(customer

satifaction)

Expierences

age

sex

urge of banking needs

complexityrisk

communication

self efficacy

reputation of a

specific bank


carrying out even a single financial transaction in the same timeframe. Also quite a

number of the customers may be maintaining more than one account in multiple banks

making it cumbersome and complicated for them to physically handle and manage all the

accounts at one time. According to Goldman (2001), those dealing with multiple accounts

will lookout for online banking solutions as it will be difficult for them to handle multiple

accounts. If a person has single account and uses occasionally, there are chances that an

individual will stick to the online methods of banking.

Complexity plays a vital role and varies from bank to bank. Customers are not likely to

switch over to Internet banking if confronted with complicated bank procedures. If the

procedures and methods are easy to comprehend and perform then an individual will feel

comfortable opting the new methods of technology. [Cheung, Chang and Lai, 2000].

Ron Shevlin, a Senior Analyst with Aite, has criticized the approach of

banks that the banks do not create proper awareness among the

customers before implementing any complicated change/service.

Alex Bray Managing Consultant, Digital Channel Transformation, says

in an interview regarding online banking that "online customer training

and collaborative efforts from the entire banking team can increase the

chances of online users. Internet banking should provide a platform to

its customers where they are able to chat or use any other means of

communication while they are struck by any issue regarding internet

banking services."(Alex.B:6-10)

Sex usually females are more attracted towards online banking as they presumably have

more of leisure time compared to males to study and adopt new methods. [Cheung,

Chang and Lai, 2000]. This arrangement is particularly convenient for females especially

in a country like Pakistan where a large number of females are housewives and thus

mostly restricted to their homes or are dependent over males to visit banks.

Age According to the theory put forth by Cheung, Chang and Lai, 2000, those at older

ages are not likely to change the traditional ways of performing their tasks whereas the

new generation and young ones are more prone to learn and adopt new ways of

technology. Older generation is considered more reluctant to ‘change’.

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Risk is one of the major factors affecting the online banking. It’s a human nature to see

the risks associated with anything that they are using. As Liu and Arnett [1999] says that

the necessity of secure transactions is critical to any type of banking not just the online

banking. Lower the chances of risks involved with online banking more are the chances

that people will prefer online banking. After all who would like to lose their hard earned

money over cyber theft.

Self-efficacy is the eagerness of an individual to performing some activity. It can also be

known as the individuals' behavior. All depends upon the very nature of the individual

customer. As Taylor and Todd [1995] states that the higher the level of self-efficacy more

is the chances of an individual adopting online banking or information technology.

Reputation it is one of the critical components affecting the online banking. It’s how the

customers perceives various services and repute of a bank that is ultimately going to help

them decide on whether to adopt its online banking or otherwise. If the bank has

developed good reputation over time and gained the level of customer’s loyalty and

satisfaction there are more likely chances that the customers will adopt their online

banking. (Mukherjee and Nath, 2003) says that bank’s positive reputation is positively

co-related with the customer use of their services.

3.4 Hypothesis:

3.4.1 Statement of Research Hypothesis:

Ho: Null Hypothesis

HA: Alternate Hypothesis

Hypothesis 1

Ho: There is an insignificant relationship between customer satisfactions on past experience.

H0 β: = 0

H1: There is a significant relationship between customer satisfactions on past experience.

H1 β: ≠ 0

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Hypothesis 2

H₀: There is an insignificant relationship between customer satisfaction and banking needs.

H0 β: = 0

H2: There is a significant relationship between customer satisfaction and banking needs.

H2 β: ≠ 0

Hypothesis 3

H₀: There is an insignificant relationship between customer satisfaction and complexity.

H0 β: = 0

H3: There is a significant relationship between customer satisfaction and complexity.

H3 β: ≠ 0

Hypothesis 4

H₀: There is an insignificant relationship between customer satisfaction and sex.

H0 β: = 0

H4: There is a significant relationship between customer satisfaction and sex.

H4 β: ≠ 0

Hypothesis 5

H₀: There is an insignificant relationship between customer satisfaction and age.

H0 β: = 0

H7: There is a significant relationship between customer satisfaction and the age.

H7 β: ≠ 0

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Hypothesis 6

H₀: There is an insignificant relationship between customer satisfaction and risk.

H0 β: = 0

HA: There is a significant relationship between customer satisfaction and risk.

H8 β: ≠ 0

Hypothesis 7

H₀: There is an insignificant relationship between customer satisfaction and self-efficacy.

H0 β: = 0

HA: There is a significant relationship between customer satisfaction and self-efficacy.

H8 β: ≠ 0

Hypothesis 8

H₀: There is an insignificant relationship between customer satisfaction and reputation.

H0 β: = 0

HA: There is a significant relationship between customer satisfaction and reputation.

H8 β: ≠ 0

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Assessing Customers’ Eagerness to Adopt Online Banking

Education

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