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Customer Behavioral Intention Towards Internet Banking During COVID-19: Empirical Evidence From Nepal
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Author(s): Roshan Adhikari (Quest International College, Pokhara University, Nepal), Niranjan Devkota (Kathmandu Model College, Tribhuvan University, Nepal), Krishna Dhakal (Quest International College, Pokhara University, Nepal), Surendra Mahato (Nepal Commerce Campus, Tribhuvan University, Nepal), Udaya Raj Paudel (Quest International College, Pokhara University, Nepal)and Shila Mishra (National Planning Commission, Government of Nepal, Nepal)
Copyright: 2023
Pages: 21
Source title:
Changing World Economic Order in the Post-Pandemic Period
Source Author(s)/Editor(s): Sushanta Kumar Mahapatra (The ICFAI Foundation for Higher Education (IFHE) (Deemed), Hyderabad, India)and Vishal Sarin (Lovely Professional University, India)
DOI: 10.4018/978-1-7998-6896-5.ch002
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Abstract
Providing banking services through digital platforms is an emerging channel of service delivery by commercial banks to their customers. especially in a developing country such as Nepal. However, this study aims to determine the customers' behavioral intention towards internet banking usage during COVID-19 in Kathmandu Valley. Data were evaluated quantitatively by using both descriptive and inferential statistics where questionnaire was deigned to collect the data and were entered in a KOBO Toolbox. SEM was used to analyze the relationships from 279 responses from Kathmandu Valley. Findings revealed perceived ease of use and perceived usefulness play a significant role in the behavioral intention towards internet banking during COVID-19, which fits TAM theory. Customers must experience better use of internet banking services without any interruptions, and a revolution in internet services is required in the Nepalese banking industry.
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