Factors affecting the Consumer Willingness to use Digital Banking

Abstract

This study aimed to explore the factors that have influenced consumer willingness to use digital banking. The consumer willingness includes cost, security, and risk factors that generate impact on customer willingness to use digital banking. The data was collected through Self-administered questionnaire from a sample of N=200 respondents. The inferential results of this study reports that convenience and security of digital banking are the two main factors that have positive and significant impact on consumers’ willingness to use digital banking. On the other hand, security concerns show a negative impact on consumer willingness. The main barrier that hindering the usage of online banking is the security concern. Moreover, Online banking made access to banking and advanced payment transactions at affordable cost and customer pays less tax in digital banking as compare to the traditional banking system. Meanwhile, Customers are satisfied with the overall quality of banks with digital banking services.