A Study on Consumer Perception towards Digital Banking Services and Financial Inclusion: An Empirical Study with Special Reference to Internet Banking

Abstract

The traditional banking system has undergone a substantial transformation thanks to digital banking services, which have also become a crucial tool for advancing financial inclusion. Customers can effortlessly obtain financial services without physically visiting bank offices thanks to internet banking. However, how consumers view digital platforms is a major factor in the success of online banking. With particular reference to online banking, the current study investigates how consumers view digital banking services and assesses their influence on financial inclusion. A structured questionnaire was used to gather primary data from 120 online banking participants. Data analysis methods included regression analysis, mean score (weighted average) analysis, and percentage analysis. The findings show that online banking adoption is positively influenced by convenience, ease of use, security, and trust, all of which greatly help to financial inclusion.