Customer Perception and Behavioral Intention to Use Biometric-Enabled e-Banking Services in India

Abstract

Regardless of the success of e-banking services in India, a sizeable fraction of the customers still do not use online banking primarily because of security issues. Rising cybercrimes have further heightened these security concerns. This necessitates the adoption of faster and more reliable ways of user identification and authentication. Banks are ready to adopt biometric enabled systems to offer secure and seamless transactions but we need to find out if the customers are ready to adopt this technology. This paper attempts to evaluate the customer's perception about biometric enabled e banking services in India and their intention to use biometric enabled e-banking services. The study also tries to identify the factors which influence usage of biometrics by these customers. A survey has been carried out among customers to gather primary data and the Technology Acceptance Model has been applied. The value of the paper lies in the understanding of customer perceptions about biometrics enabled banking services which can help banks formulate strategies to encourage customers to use e-banking services.