Salaried Employees and Adoption of e-Banking Delivery Channel: A Literature Review

Over the last two centuries human race has created innumerable progresses in science, medicine and technology. The evidences of technology adaptation can be seen everywhere, from the large spacecraft to a small hand held smart phone. The dependencies on such technology have become inevitable and are now considered as the fourth necessity for life after air, water and food. In the current era of technology revolution, no industry in the world is untouched to the use of Information system and Banking Industry is no exception. Nowadays, banks are seeking alternative ways to provide and differentiate amongst their varied services. Customers, both corporate as well as retail, are no longer willing to queue in banks, or wait on the phone, for the most basic of services. Around the world, electronic banking services, whether delivered online or through other mechanisms, have spread quickly in recent years. This particular paper reviews the existing literature and tries to find the adoption characteristics and attitude of bank customers towards Electronic-banking (e-banking) delivery channels. During the course of literature review certain socio economic characteristics and demographic characteristics of bank customers has been found out in the context of electronic banking adoption and usage. The study tried to find out the research gap. Lastly the study also throws a light upon the existing positive relationship between e-banking satisfaction and spread of word of mouth and also the positive role played by e-banking delivery channels in developing loyalty.