A Study on Continued usage Factors of Technology Based Banking Services in Commercial Banks

The study is an attempt to identify factors that influence bank customers to continue technology based banking services usage such as ATM cum Debit Cards, Credit Cards, Internet Banking, Mobile Banking, and M-Pesa. Data was collected from two districts of Assam. A total of 800 samples were collected, out of which 785 were found valid for data analysis. Descriptive statistics as well as inferential statistics such as factor analysis and regression analysis were used in order to analyze the data. The result showed that system characteristics, perceived risk, perceived usefulness and perceived trust significantly predicted continued usage behaviour of technology based banking services usage by bank customers. Significant association was found with respect to continued usage of technology based banking services with respect to demographic variables such as age group, level of education, gender, level of income and occupation of respondents.