Abstract:
User characteristically, the study examines the perceived quality of e-banking services
affect the e-banking usage. The study specially investigated age, gender, education
level of customers as powerful variables that affect the adoption of e-banking usage
level. Thus, the study objectives are to identify the levels of Perceived quality of embanking services, e-banking usage, to identify the relationships among Perceived
quality of e-banking services, e-banking usage, and to identify whether user
characteristics moderate the relationship between Perceived quality of e-banking
services and e-banking usage among the e-banking customer in Gampaha district. The
study population consist of e-banking customers in Gampaha district. The convenience
sampling technique was employed in order to determine the sample size of one hundred
and nighty four bank customers that were sampled.
Information collected from the respondents were collected from the responds were
rigorously analyzed descriptive and inferential statistics. Furthermore, the statistical
tools that used to analyze the levels of variables are mean and SD values, while
relationships were measured by Pearson coefficients and moderate regressions analysis
with process macro for further moderate analyses. The study showed that user
characteristics such as age, gender, education level do influence the relationship
between Perceived quality of e-banking services and e-banking usage among the embanking customer.
