Perception Towards Adoption and Acceptance of E-Banking in Mauritius
12 Pages Posted: 31 Jan 2019
Date Written: January 6, 2019
This study aims at understanding the customer satisfaction on adoption of e-banking services at Mauritius. This is an empirical evidence, with the help of primary data (drop off survey) and secondary sources. The main objective of the study is to investigate in depth the customer's perception regarding e-banking adoption and their satisfaction. Also examines, if customers' choice of banks is influenced by the quality of e–banking services provided. For the purpose of the study, a well-structured questionnaire with 5-point Likert scale having 35 questions is used and personal details and customers' e-banking preference of Mauritians. The questionnaire was administered to about 250 respondents who are regular on online banking transactions, and the response rate is 74% (185 responded). More suitable and reliable statistical techniques are adopted, such as, ordered probit, ordered logit and descriptive statistics with the help software STATA. The 'confirmatory factor analysis' (CFA) approach is exploited to generate the results with the help of software SPSS AMOS (Analysis of Moment Structures). The original and modification indices of the model are evaluated with help of SEM, which further establishes the improvement in SEM`s effectiveness. It is evidence that, there is a relationship with different income group of respondents that the perception about the e–banking services offered by Mauritian banks. This study aims at contributing for the existing literature and assists for the policy makers.
Keywords: E-banking services, Promotional measures, Customer perception, Satisfaction
Suggested Citation: Suggested Citation