A research paper titled 'e-Banking Acceptance in Retail Banking Environment', authored by a researcher Tarannum Mohan, has found that a maximum number of people in Punjab prefer internet banking over the use of automated teller machines (ATMs) and mobile banking.
The study was done on 100 adult customers of public sector banks in Punjab.
The researcher presented her research paper during the two-day international conference on 'Value creation for sustainable development' organised by the School of Commerce and Management at Sri Guru Granth Sahib University on Thursday.
Tarannum Mohan, assistant professor at Punjabi University, observed in her paper that bank customers preferred branchless banking over branch banking primarily because of convenience and easy use of delivery channels. The study revealed that bank customers wanted to avoid going to bank branches in person and interaction with branch representatives.
Contrary to the general perception that adult customers preferred having interaction with branch managers in nationalised banks, the study found that there was growing acceptance of electronic banking channels among adult customers.
In her paper, Tarannum Mohan said that it was found that trust is the prime consideration of respondents in adopting new channels and internet banking is the most preferred channel in comparison to ATMs and mobile banking.