Customers' usage behaviour of e-banking services: Interplay of electronic banking and traditional banking

Digital finance which is facilitated by electronic banking is absolutely paramount for realising the developmental objectives of emerging economies. Success of service innovations in the field of electronic banking depends to a great extent on the perceptions and consumption patterns of the intended users of such services. This paper reports on a study that investigated customers' usage of electronic banking services in a multi-channel context. As e-banking usage is found still low, banks have scope for further propagation of technology and reaping its benefits. With the inclusion of technology, banks should not ignore the importance of employees as manual and electronic banking are found complementary to each other. There is still need to make electronic banking simpler and more secured as these are the major inhibitors of complete reliance on electronic media.