Online Banking in India: Users Perception and Attitudes towards Online Banking

Online banking also known as internet banking, e-banking or virtual banking, is an electronic payment system that enables customers of a bank or other financial institution to conduct a range of financial transactions through the financial institutions website. With the increasing internet users in India, online banking has gained more relevance. With the recent demonetisation there has been a change in the behaviour and expectations of the consumer towards online banking. While most of the banks think that online banking is the technology solution being provided to the customers, this concept is yet to familiarize with the Indian customers. They are still to explore this area as it is relatively new for them. The paper highlights the customer's offline and online expectations of the bank and the concept of branchless banking. With this objective in mind this paper examines the consumer behaviour with respect to online banking.