Consumer Buyer Behaviour: The Role of Internet Banking in Mauritius

20 Pages Posted: 17 Aug 2012

See all articles by Hemant Kassean

Hemant Kassean

University of Mauritius

Mridula Gungaphul

University of Mauritius

Dhiren Murugesan

University of Leicester

Date Written: 2012


The present paper reports on key findings from a study of the Mauritian banking sector of the influence of internet banking. It also explores the expectations of users of internet banking services offered by local banks in Mauritius and issues influencing the adoption of internet banking. Two semi-structured in-depth interviews were held with two top executives, and a survey-questionnaire using a representative sample of 300 participants from round the island. This exercise was carried out on Saturday mornings over a period of 7 weeks. Saturday mornings were chosen as it is the day of high utilization of ATMs in all urban and rural areas, and when most offices are closed in Mauritius. Of all the questionnaires, collected, 240 were usable and were compiled and grouped in categories. The key findings were: confidentiality and security when transacting online, convenience and accessibility for doing banking on a round – the – clock, ease of navigation of banks’ website to complete the transactions, factors that constitute barriers to its adoption, the high cost of internet communications and computer equipment, the accessibility and downtime of the internet which act as hurdles for Internet Banking acceptance and limitations of the study is discussed.

Keywords: consumer buyer behaviour, internet banking, Mauritius

Suggested Citation

Kassean, Hemant and Gungaphul, Mridula and Murugesan, Dhiren, Consumer Buyer Behaviour: The Role of Internet Banking in Mauritius (2012). European Business Research Conference Proceedings 2012. Available at SSRN: or

Hemant Kassean

University of Mauritius ( email )


Mridula Gungaphul (Contact Author)

University of Mauritius ( email )

Reduit, 80837

Dhiren Murugesan

University of Leicester ( email )

University Road
Leicester, LE1 7RH
United Kingdom

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