The Consumer behaviour towards Digital Inclusion in Banking System during COVID-19

Abstract

This study explores consumer behavior towards digital inclusion in the banking system during Covid- 19. It examines the important factors that lead to Attitude towards internet and mobile banking (AIMB) and the Use of internet and mobile banking (UIMB). The study comprised 300 respondents, and a convenient sampling technique was used to collect the data: an online questionnaire. Using Spss software to test the hypothesis and relationship between the variables, Regression analysis was used to assess the gathered data quantitatively. The findings show that increase in the Perception of covid-19 effect (PCOV), Perceived utility of internet and mobile banking (PUIM), Ease of use internet and mobile banking (EUIM), Trust in banks (TB), Safety of internet and mobile banking (SIMB) and AIMB also increased. Simultaneously, it is observed that PUIM, TB, EUIM and SIMB have a positive influence on AIMB. Moreover, there was positive impact AIMB on the UIMB.