Abstract:
Background: In the digital era, internet banking plays a vital role in
enhancing the effectiveness and efficiency of banking operations,
benefiting both customers and banks. Despite these advantages, a
considerable proportion of customers in Sri Lanka continue to rely on
traditional banking methods due to concerns related to trust, security, and
system reliability.
Objective: In this context, the present study aims to identify the key
determinants of e-service quality that influence consumer adoption and
usage behaviour of internet banking in Sri Lanka.
Methodology: The study adopts a quantitative research approach using
primary data collected through a structured questionnaire administered
to 400 internet banking users of various commercial banks across Sri
Lanka. Stratified sampling with quotas and snowball sampling techniques
were employed to ensure representation across different bank types and
geographical regions; however, reliance on snowball sampling may limit
the generalizability of the findings. Data were analyzed using correlation
and regression analysis to examine the impact of e-service quality
dimensions on consumer adoption and usage behaviour.
Key Findings: The findings reveal that content quality, e-trust, and e
convenience are significant determinants of internet banking adoption
and usage behaviour (p < 0.05), supported by statistically significant
correlation and regression results. In contrast, web design and e-
responsiveness do not exhibit a statistically significant influence on
adoption and usage behaviour. These results indicate that trust-related
and convenience-oriented aspects of e- service quality are more critical
than aesthetic or responsiveness factors in encouraging internet banking
usage.
Conclusion / Implication: The study provides valuable empirical
evidence on the determinants of internet banking adoption in Sri Lanka
and contributes to the limited literature on e-service quality in developing
economy contexts. The findings suggest that banks should prioritize
enhancing content quality, security, trust, and convenience, while
policymakers and regulators should promote digital literacy initiatives
and establish minimum standards for secure and user- friendly digital
banking platforms.
