Customer adoption of technology enabled banking

Banking transformation in India has come a long way from the Nationalization in the 60s to the Liberalization in the 90s and now the focus on Modernization. Technology transformation in Banking is getting into an entirely new wave of business focused innovations. What started with basics like branch automation and evolved to focus on areas like centralized core banking has now come a long way in the overall journey. While the sector has grown at a very fast pace, it is also challenged by several aspects like changing regulations from time to time, changing customer needs and perceptions, changing technology and changing operations. Technology Transformation has been playing a key role in enabling changes. Today we see an enormous shift in terms of focus on technology leverage for product innovation, customer servicing as well managing risk and compliance. This paper discusses about the various delivery channels used in electronic banking system and the factors which influence the decision of the customer for adoption of technology enabled banking services i.e. Internet Banking, ATM, and Mobile Banking etc. Hence the findings of this research will help the banks to establish a customer oriented strategy to retain their customers.