Haseeb Ehsan and Hanaan Ehsan*
This study aimed to find out the relationship of factors that are prevailing in the mind of a common customer who is using a bank or any bank for his/her financial transaction. Research conducted to evaluate the common indicators that matter the most while someone intends to use Ebanking. This study examined the respondent’s results which were gathered and interpreted its results therein about intentions to use Ebanking. The results come from a cross sectional study which was done at the convenience of the researcher. The results may not be generalized across the country as there results of the study may differ in other cities of Pakistan as there always exists difference of opinion and approach to adopt anything region wise. Study founded that bank customer either internal or external has difference of opinion in their apparent usage regarding E-banking. Trust factor is the most vital factor that is directly related to the adoption feature related to E-banking. Those customers who have wisdom about technology advancement adopt E-banking easily while rest have confusions and observations regarding trustworthiness of the electronic services as this type of banking does not satisfies them. While the other factor which is studied in the study is technology support which is also proved to be the significant factor which is affecting the adoption of E-banking. Consumers have that understanding that using the electronic banking software and applications are difficult and time taking whereas the situation in totally different from that. Customer of the bank is mostly unaware of the fact that using E-banking also depends upon their perceived usefulness. As when the customers will have the understanding regarding its importance there will be certain increase in the adoption of this type of banking. Perceived usefulness was used as a moderator in this study having moderate impact on the relationships of variables used in this paper. In Pakistani context as customers are more indulged towards having trust issue rather understanding the benefits and usefulness of the technology. This study has attempted to enhance the existing body of language in this sector of Pakistan which can help the financial institutions like banks enhance their services and consumers acceptability towards E-banking.
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