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Factors Influencing Adoption of E Banking: A Case of Askari Bank Limited

BY
MUHAMMAD SHAHBAZ ATISH
CMS (9002)

BACHELORS IN BUSSINESS ADMINISTRATION

Riphah School of leadership

Faculty of Management Sciences
Riphah International University
Islamabad
(2016)
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Factors Influencing Adoption of E Banking: A Case of Askari Bank Limited

By
MUHAMMAD SHAHBAZ ATSH
A Project Report submitted to the Riphah School of leadership Faculty of Management
Sciences, Riphah International University Islamabad.
In partial fulfillment of the necessities for the degree of (BBA) in Management sciences
in (Finance)

Riphah School of leadership

Faculty of Management Sciences
Riphah International University
Islamabad
(2016)
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Factors Influencing Adoption of E Banking: A Case of Askari Bank Limited

By
MUHAMMAD SHAHBAZ ATISH
CMS (9002)

__________________________
ZEESHAN GHAFOOR
(Examiner)

__________________________
MUHAMMAD NAEEM
(Examiner)

__________________________
Dr. MUHAMMAD NAVEED
(Project Supervisor)

__________________________
Dr. SHAHZAD AHMAD
(Incharge UnderGraduate Programs)

__________________________
PROF.MUH AMAN-ULLAH KHAN
(Dean, Faculty of Management Sciences)

Riphah School of leadership

Faculty of Management Sciences
Riphah International University
Islamabad
(2016)
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Copyright 2011 by (MUHAMMAD SHAHBAZ ATISH)

All rights are held. No part of the material secured by this copy right notice may be repeated or
utilized as a part of any structure or any techniques, electronic or mechanical, including
replication, recording or by any information stockpiling and recuperation system, without the
approval from the initiator.

MUHAMMAD SHAHBAZ ATISH

RIPHAH INTERNATIONAL UNIVERSITY ISLAMABAD
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CERTIFICATE

This is to verify that Mr. Muhammad Shahbaz Atish has consolidated all observations,
suggestions & remarks made by the examiners & Project administrator. The title of his Project is:
Project Name is a Factors Influencing Adoption of E Banking: A Case of Askari Bank
Limited .

Forwarded for necessary action.

Dr. Muhammad Naveed

(Project Supervisor)
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STARTING WITH THE NAME OF GOD THE MOST BEAUTIFUL &

BENEFICENT THE ONE & ONLY CREATOR OF THE ENTIRE WORLD
& THE MASTER OF THE ENTIRE CREATIONS

DEDICATION

To my tutor, my spiritual motivation

Your desires & support is the greatest resource which I have with me.

To my praiseworthy mother & chair maker father

Your prayers are what I want more than anything else in my life.

To my loyal friends & classmates

Your support & wishs have always been a inspiration for me

To my loving sister & brothers

Your prayers brought me to the point of honor.
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Table of Contents

1) Acknowledgement...........9

2) Abstract .. .....10

3) Keywords .10

4) Executive summary ..11

5) Preface . ........11

6) Project Strategy .......12

7) Introduction . ....12

8) Background ...13

9) Objective of project ..14

10) Problem ........15

11) F,I,C.A, E-banking ..15

12) motivation of this project..16

13) Plan of this project ...........16

14) Importance of E- Banking in ABL ...17

15) History of ABL .....17

16) Vision statement ...18

17) Mission Statement ...18

18) ABL Core Value ..18

19) ABL Core value about IB ....18

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20) ABL E- Banking Services 19

21) Benefits of E-Banking in ABL .21

22) ABL E- banking Growth ..23

23) Literature Review .......25

24) Methodology ....29

25) Data collection tools .29

26) Data Analysis ....31

27) Finding .46

28) Conclusion .47

29) Recommendations.49

30) Refference ...51

31) Apendex ..52

32) Questionaires 52

33) Project Letter ...57

34) Picture ..58

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ACKNOWLEDGEMENTS

Its the beauty of ALMIGHTY ALLAH that has led this job to its achievement. The polite and
all sympathetic. I can never challenge to reject of HIS gifts that HE has decided for me, best of
which is that HE has make available me with the torch of nonstop guidance in the form of HIS
Holy Prophet Mohammad (SAWW), who is the awareness for humankind as a entire.

I am also thankful to my parents for their ever present support & prayers. My younger sister &
brothers & grandfather, grandmother & uncles also deserve my thanks. Their support & prayers
helped me throughout my work.

I truthfully & directly thank my administrator (DR.MUHAMMAD NAVEED), for his rivalled &
devoted supervision in the completion of this project. He has truly been loyal & helpful during
my project reports.

I also deeply be grateful DEAN, HOD & the staff members of Faculty of Management Sciences
of Riphah International University, for their mutual aid & support.

I would love to express my truthful thanks to my colleagues & contacts who have forever been a
true source of inspiration for me. Specially Irfan Ahmad, Abdul Wahid Shamsi & Habib
warsi,Maryum malik. Zhoair Fakar

Last but not least, exceptional because of my family. The petitions and backing of my family
have helped me amid my work.

(MUHAMMAD SHAHBAZ ATISH)

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Abstract

Banks play significant role in the development of economies. Keeping in view the technological
advancements in recent decades, the banking sector has witnessed large reforms in the form of e-
banking across developed and developing economies. The scope and significance of e-banking
across developed markets has largely been witnessed; however, the adaption of online banking in
developing markets remained less taped due to certain issues and factors which influence the
customers acceptance of online banking. In this purview, the current study investigates the
factors influencing Adoption of E-Banking: A Case of Pakistan Banking Sector Based on
quantitative research approach, this study conducted an e-banking survey by extending
interviews of employees of Askari bank limited Pakistan and different E -commerce users and
universities students who are transacting online products and services with online banking. The
outcome of study based on e-banking survey provides valuable guidelines and suggestions to
improve the scope of e-banking adoption in Pakistan. The study brings into focus security, data
quality, administration quality, and trust and customer protection as most significant factors
which influence the adoption of e-banking.

Keywords: E- Banking, E-Commerce, Technology Adoption, Askari Bank Limited

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Executive Summary

The aim of my final project is to discover out the significant issues regarding Factors Influence

on Customer's acceptance of E- Baking in Askari bank limited about the problems facing in

adoption of new technology & E-banking how consumer used in such online surroundings.

(Askari bank limited). For this motive, I require for this project the level of customer satisfaction

& also analysis the service area of the E- banking.For this purpose I had mostly visited to the

Askari bank & noted the behavior of the customer and the employee of Askari bank related on -

line banking.

Following are the aims and objectives of my project.

a) Improving the responsiveness to complaints and queries about E- banking.

b) Providing better services & saving time, of customers

c) Assurance of online banking problem.

Preface
The Bank is up- & -coming as an important part of the business model for modem electronic
commerce. Online banking mostly affects retail & investment banking. On the basis of my
references, I am visited few organizations, including (Stock Exchange, Banks, SMEs) for the
purpose of my final project about finance & its implementation. During my visit at Askari bank
limited. I had an inclusive meeting with the top management at Askari bank limited. The
organization needs to establish some advancement in the online banking department the lack in
this area, so I decided to design the structure of the online banking department & provide them
solution on Factors Influencing Adoption of E Banking: A Case of Askari Bank Limited.
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Project Strategy
Founded upon the meeting & the highlighted problems, I have designed this project & executed
following tasks within the time period of 2 months.

Introducing work
There are so many way introduce this project report. But most university writers, however,
appear to do one or more of the following this style

a) Introduction of E- banking
b) Background of E- banking
c) Problem of E- banking
d) Objective of this report

Introduction
Over the last few years in Pakistan Internet technologies has shown surprising
development (Ahsan Malik, 2010) the methods for working together how organizations connect
with each other like business to business (B2B) and with shopper business to purchaser (B2C)
has been fundamentally

Changed with the late improvement and fast headway in the web related innovations
(parasuraman and zinkhan 2002) the action in which clients purchase items generally benefits by
utilizing the web medium is called business to shopper (B2C) E-Commerce.

Web advancements and telecom systems are assuming a noteworthy part in current life. Web
saving money can be considered as the up and coming era of e-business. Along these lines, to
comprehend and internet keeping money as a current idea, it is essential to know about the
meaning of e-trade that is ". the sharing of business information, keeping up business
associations and driving business trades using PCs interconnected by a telecom system.
Online banking is the exchange of products & services to make online transactions with the help
of mobile phones in this information is intended for the provide effectiveness of online banking
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in Pakistan & understand different business needs relevant to mobile commerce. (shahzad, shariq
2006), State bank Pakistan launch in May 2002 proper online banking in Pakistan now 22%
Pakistanis use bank account & 64% Pakistanis use mobile in Pakistan mobile phone. According
to state bank survey reached by 112 million peoples they are total of 64% population of Pakistan
use internet banking. But mostly peoples used the internet for voice calling & getting
information. Last 3 years in Pakistan online banking ratio fastest growing market of online
banking in Pakistan now, today in Pakistan 64% branchless banking transactions of Rs 470
Billion executed in Pakistan. (Shahzad Shariq, 2006)

Background of E- Banking
In light of introduction one of the main forces at the back the changes happening to E-commerce
is the latest technology which has created innovative products services in market & provides
opportunities & increasing more information & arrangement oriented commerce &
administration processes (liao & cheung2002). As per yudkin (1995), there are as a great deal of
meanings of the web as there are scientists chaffy (2000) clarifies it is an objective set of
connections that links computers across the global.

This research deal with the online banking in Askari bank Pakistan, from business to purchaser
(B2P) point of view, the E- banking focuses on the issues that may hold back the speed of
adoption between banks & private customers. In Pakistan Personal customers are the banks most
significant affiliation. Due to this significant change banking moving faster to the internet or
online banking & customers are pursuing the same model.

Banking is one of the a large amount in sequence through sectors & it is ideal field for the
successful growth of Business (kardaras & papathanassious2001) web saving refers to the make
utilization of the web as a difficult to reach conveyance channels for managing an account
administrations (dannenerg & kellener 1998, zinedin 1995 Furst etal2002: sugant etal 2001) for
banks online banking has risen as a strategic hotspot for accomplishing unrivaled viability
control of methodology yield and profitability for consumer it is the accepting of present
anywhere because it is banking dream. This is promoted to the banks to hold innovation to meet
the expanding clients desires and face the however fulfillment
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Web saving money would help banks display a possibly ease contrasting option to block and
internet managing an account administrations are critical for whole deal survival of banks in the
worldwide of E-business (Burnham 1996) the bazaar for web sparing cash is resolved to make
quickly in the cutting-edge couple of years affecting the high ground increased in value by
standard branch banks
(Duclaux 1996; liao 1999) in all actuality, it likewise was unsurprising fiscal foundations with
the expectation of unsuccessful to answer to the requirement for internet managing an account
administrations where lose more distant than 10% of their purchaser base by the year 2000
(or.1998)

The speed of development in online banking is rising at an extra special rate on Pakistan day by
day increasing their ratio in Pakistan. 45% of commercial bank move to online banking will be
the way of the future within the next five years in (2020). A smaller amount than half of bank
customers will use their branches as the key point of contact a survey from Pakistan 36% of
online user said they have provide access of internet banking. Through this access the view their
bank balances, transfer money one place to another place and paying utility bills. These all
services available in online banking systems, economic establishments behavior their commerce
has been transformed. Innovative applications, worldwide competition & a growing well-
informed customer base are the entire presenting serious challenges for monetary institutions.

Objectives of Study
a) To investigate the problems regarding adoption of E- Banking which are presently faced
by customers.
b) To know about the awareness of E - Banking.
c) To investigate how to make the E - Banking services more reliable.
d) To examine the security concerns of E - Banking customers.
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Problem Statement
In line with the background of the problem is E-banking business in banks security
problem & safety issues in front of these issues in Askari bank limited. Askari bank trying to
resolve these issues & launch latest technology & attempt to execute this gape (i-e) if you send
the money and you dont know what occur next minute with yourself & however, up till now the
research area is exclusively related to allusion of E- banking in business curriculum. Because
traditional business curriculum has lots of E-commerce flaws which can be achieved through
latest technology & mobile android. Actually the current business curriculum signifies
capitalists industry reproduction, which has great influence on online banking The most
important problem turned around approximately E-Banking is safety of customers. Consumers
be concerned that their policy could be lacerate or attacked by some kind of viruses. Typically it
came to the become aware of that while having an online user lost their money and to avoid
such troubles users keep away from of using such online banking.

Factors Influence on Customers Adoption of E- Baking in Askari Bank

a) Web Usability Issues

A lot of people are not conscious about the usage of online banking due to low education rate
more than 47% population dont like to use online banking. They favor physical banks. 10 to
12% peoples find online banking & its website, but they do not operate it.

b) Security &privacy issues

Clients have anxiety on the subject of security of online banking. Investors they fair thrashing of
cash because of hacking& infection assaults. Like some minute that there in grouping can easily
impart to outsiders on the web.

c) Information Quality issue

Customers have insightful not perceive &which data available on internet keeping money sites.
d) Trust Issue

Customers don't depend on web managing an account for the reason that of weight associated
with it.
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e) Service Quality issue

A great deal of Customers anticipate the banks ought to make accessible all administrations on
sites and the offer continuous joining of dispersed assets which is a noteworthy test adversary
Askari banks.
f) Accessibility issues

Clients likewise expression inconveniences when their server or arrangement of the online bank
must be hindered for updating & upholding reasons. Furthermore, customers be expecting 7/24
support & services for online banks.

Motivation of this project

The motivations for this project are as follows.

a) This is a latest & the most recent innovation in Pakistan online banking is a valuable topic to
study topic to study so that quality of service in Askari bank Pakistan. Banking division can
be improved later on.

b) Online banking has been broadly studied in Pakistan because this is new technology people
like this innovation & there ratio increase day by day in Pakistan.

Plan of this project

The aim of this project is to provide a better understanding of online banking adoption by an
Askari bank in Pakistan.The point of this anticipate is to give a superior comprehension of
internet saving money appropriation by an Askari bank in Pakistan by investigating the
connection between web managing an account and its selection. The relative figures or powers
an approach to order relate and clarify the diverse elements related to the critical performing
artists key and operational administration of the web keeping money is managed associations,
innovation experts and arrangement suppliers as the key components affecting the web saving
money reception by Pakistani banks.
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Importance of E- Banking
a) E- Banking is an important aspect of the economy.
b) E- banking is a major area of banks.
c) E- banking is a dominate feature of physical banking.

History of Askari Bank

Askari Bank was corporate in Pakistan on October 9 1991, as an open restricted

organization. It initiated operation on April 1.1992, chiefly involved in the matter of saving
money, as unmistakable in the managing an account organizations mandate 1962. The bank is
recorded on a Pakistan stock trade (PSE) and (Earlier it was recorded on KSE, LSE and ISE,
stock trade)

Since origin the bank has focused on change through redesigning association quality energy for
headway and individuals using its wide branch which incorporate web managing an account,
Islamic and farming banking.Corporate social obligation is as a vital almost we work together.
Keeping in mind the end goal to satisfy our CSR destinations, we endeavor to advance general
society enthusiasm by empowering group development and additionally contribute in social
exercises. Askari Bank was corporate in Pakistan on October 9 1991, as an private limited
organization, and the began operation on April 1.1992 and July 21, 2013 Pak armed force
acquires this bank. Armed force welfare trust specifically and by implication holds a noteworthy
bit of the bank's value at the year - end.

Askari bank has 345 branches in Pakistan and Azad Jammu and Kashmir in the year ended
2015. The bank is a booked business bank is mainly occupied with the matter of saving money as
characterized in the managing an account organizations' law, 1962. We are happy to say Askari
bank compelled is without further ado a primary business segment player in the money related
division in Pakistan. Askari bank restricted has gotten an A1+ rating for the short term(Which is
the most astounding in the class) and an AA+ for the long haul, from the Pakistan FICO score
office (Pvt.) Ltd.( PACRA) a member of universal bank credit organization Ltd (IBCA). Askari
Bank Limited is the principal private areas Pakistani bank to willfully get a rating from PACRA.
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Askari Bank Limited Vision Statement

To be the bank of first first decision in the district

ABL Mission Statement

To be the leading private sector bank in Pakistan, with an international presence . with a
universal nearness. Delivering quality administration through creative innovation web saving
money and successful human asset administration in a present day and a dynamic association of
meritocracy keeping up high moral and expert norms, while giving upgraded worth to every one
of our partners and adding to society

ABL Core Values

a) Commitment: enthusiastic about our clients' prosperity and pleasing them with the quality
of our administrations.

b) Integrity: An unmistakable investment conveying extraordinary execution return and value

c) Fairness: Model consistence, administration and business morals

d) Teamwork: helpful for our people & helping them grow

e) Service: Dedication towards social advancement and improvement in quality of life

ABL Core Value about E- banking

a) Innovation: exchange system through PC and portable especially the securing and
offering of products and services/24 hours managing an account.

b) E- Banking: In ABL endures individual performs managing an account exercises at

home through cell telephones and web administrations.
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ABL E- Banking Services

a) Online utility bill payments

b) Mobile Payments
c) Account Statements
d) Online registration
e) Fund transfer to any account within ABL
f) Internet Banking
g) History of Financial Transaction
h) Online banking, fund Transfer (OBFT)
i) Askari Visa Debit card
j) Time pay
k) Branch less banking
l) E-statements
m) Askari Master card details & bill payments.
n) Short Message service (SMS) alerts

Other ABL E- Banking Services

E- banking
E-banking lets you handle a lot banking transaction via your personal computer, use your
computer to look your account balance, through online banking cash transfer between
accounts, & pay bills online systems.
Smart Card
Smart Card is a 8 to 10 bit microprocessor chip which helps ABL customers. The ABL clients
purchase goods & service from their credit account. The smart card pad payment on one side of
the card. The other important purpose is smart card is provide securities
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Automated Teller Machines (ATM)

Automated Teller Machines (ATM) are an electronic device in a open place, associated to a
information system & linked tools & make active by an ABL client to get money withdrawals
and other managing an account benefits likewise called Automated Teller Machines (ATM),
money machine Also called cash machine.

An Automated Teller Machines (ATM) are an electronic modernize telecom, machine that
endures a money related foundation's customers to straightforwardly utilize a protected
technique for message to get to their ledger. Make money, utilizing a Mastercard, and check
their record equalization without the requirement for a bank clerk. ABL Automated Teller
Machines (ATM) additionally permit individuals to store money or checks and exchange cash
between their ledgers, top up their mobile phone branchless account like eaisypasa.

Automated Teller Machines (ATM) the clients recognize herself by inserting a plastic cardwith
a chip that include his or her account number. The client enters their password PIN ( personal
identification number) of four or more than four digital number, than customers use successfully
Automated Teller Machines (ATM), & perform a transaction.

Tele Banking
Online banking is part of online banking. It includes financial transaction through mobile
phones. . The (ABL) Askari Bank Limited is convinced of clients through mobile cash chosen
place across the global, any place, any time 7 days of weak & 24 hours of day & night services
provide it their customers. The other purpose of online banking is fast moving service to their
client, without any difficulties.

E-Cheque
E cheque is the representation of fiat (paper) cheque, E cheque used place of fait cheques
to do remote transactions.
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Benefits of E-Banking for ABL & its Customers

a) The E-Banking presents many benefits to Askari bank limited & their customers. The
primary advantages of web managing an account to ABL are cost reserve funds achieving
new divisions of the populace affected, change of the bank notoriety and better client
administrations satisfaction through internet saving money.

b) The Online Banking prescribes likewise new esteem to clients. The web keeping money is
the rise of the web has majorly affected the exchange of web managing an account with the
assistance of the Mobile telephones and web.

c) The E- Banking managing a record is not any more bound to time or topography. Purchaser
all over the place all through the Pakistan and world have reasonably straightforward access
to their record 24 hours for every day , seven days a week it makes available to customers a
full extent of organizations including a few organizations which not offered at ABL
Branches.

d) The E- Banking has involved business communication & transaction network through
computer and mobile particularly the acquiring & selling of commodities, or, services

e) The E- Banking is generally defined as business to consumer commercial activates. Paying

bills exchange information on a daily basis with the help of internet banking.

f) The E- Banking without bank account transfer money one place to another place with the
help of mobile phone & internet.

g) The greatest benefits of online banking are that it is low-priced, that way customers move
this side.
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h) The greatest benefits of online banking are that it saves customers time.

i) Pricing over the long haul an Askari bank constrained can aggregate on cash by not paying
for tellers or for overseeing branches besides, it's low-cost to make a business bargain over
the web

j) E-banking will surely be capable to generate better customers relations & satisfaction

k) Askari Bank limited can develop into extra effectiveness than they already are provided
that online contact for their clients. The online Banking provides the ABL with an
approximately document less system.

l) The online banking gives clients, buy & sell securities, check stock market information,
consumer directly deals with business, check currency rates, & check account balance

m) People are too busy that way online banking provides E-commerce, M-commerce &
internet banking for their customers.
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ABL E- Banking Growth January 2010 to January 2014

Plastic Card Infrastructure

Number of ATM & Debit Card 21952

Number of credit cards 16467

Automated Teller Machines (ATM)

Number of ATM Machine

345

Volume of Transaction through ATMs 6068,117

Value of Transaction through ATMs 488 Million

Average value of ATMs per transaction 10000

ABL Real Time Online Branches (RTOB)

Number of real tim branches 345

Volume of Transaction through (RTOB) 844612

Average value of ATMs per transaction

27.02 million
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ABL Mobile phone Banking

ABL provides Mobile Banking Ficility 2

Volume of transaction
3,18,034

Value of transaction 9.35 million

ABL Internet Banking

ABLNumber of online Branches PAK 345

Volume of Transaction through online 243674717

banking

Average value ABL online banking

20000

Number of Registered User

ABL,Online banking
35419
ABL mobile banking 57000

(http://www.askaribank.com.pk/allonline products.php)
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Literature Review

Past studies have reported that Perceived protection, intricacy, client knowledge, and Individual
distinctiveness are critical elements to impact the reception of online Banking. There were a lot
of writing has been distributed on these components in past studies. This concentrate, along these
lines, is utilizing these components to research the appropriation of Internet keeping money in
Pakistan.

Perceived Security
The apparent Security part was seen as an astoundingly strong pointer impact by the Internet
sparing exchange customers out Poland (Polasik and Wisniewski, 2009). In a study by Lee et al.
(2003), Perceived Security was seen to on an exceptionally essential level effect PC dealing with
a record determination. In a study by Sabbagh and Molla (2004) did in Oman, Perceived Security
and Trust were seen to be the two top issues controling the division. Lee at al. (2005)

in like way found the Transaction Security and Size of the Provider to have mammoth influence
on the division of the Internet saving money. In a study shaped by Awamleh and Fernandez
(2006)

Where an examination on the sections that influencing the yearning to get/keep using the Internet
managing a record among clients and non-clients in non-OECD nations were made, the
Perceived Security was found to have basic limit between Internet saving money clients and non-
clients. Gerrard et al. (2006) utilized subjective study to welcome the reasons

behind the bank clients are not utilizing Internet keeping money. Their examination disclosures
showed that the key contributing part regarding why the bank clients are not utilizing the Internet
managing a record is Security (33.4%), trailed by a Lack of Perceived Need (24.3%), Insufficient
Knowledge on the connection (14.4%), Inertia (10.4%), and others. In their examination,
Hernandez and Mazzon (2007) found that Security has an enormous relationship with the use of
Internet keeping money. Notwithstanding, a study by Laforet and Li (2005), exhibits that
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Security was found not to parceled essentially between web saving money adopters and non-
adopters. Along these lines, the running with hypothesis is proposed:
H1 Security has an impact on selection Internet keeping money.

Complexity

Gerrard and Gumingham (2003) drove a layout covering 111 adopters and 129 non-adopters in
Singapore recalling the completed target to get a handle on the dissipating of Internet saving
money and measure the attributes of adopters and non-adopters. Their study found that there is a
partition amongst adopters and non-adopters in the Complexity part. Lee et al. (2003) used the
effects of pulling back variables on the clients' get-together towards PC dealing with a record and
ATM by using two-phase estimation approach. Their study showed that the part Complexity had

huge results for PC keeping cash determination. According to Kolodinsky et al. (2004) and
Ndubishi and Sinti (2006), the Complexity section recognize an essential part in the party of
electronic dealing with a record. Contrastingly, in their study, Tan and Teo (2000) found that
every one of the variables they have tried were in light of current circumstances impacting
Internet dealing with a record choice except for Complexity, Subjective standard, and
Technology support. Moreover, in a study by Brown et al. (2004), the examination demonstrated
that Internet dealing with a record determination in Singapore and South Africa were not affected
by multifaceted nature. In Malaysia, Norazah (2010) study result shows that choice of Internet
dealing with a record by Malaysian buyers was not on a very basic level affected by the
Complexity part. Thusly, the running with theory are proposed:

H2 Complexity has an impact on appropriation of Internet managing an account.

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Client Experience

A customer experience involves a few little activities that make perceptions in the minds of
customers" (Zafar et al., 2012, p. 11). An investigation guided in China to inspect the buyer's
perspective towards web dealing with a record research elucidated that there was a gigantic
difference between web sparing cash customers and non-customers in PC and particular
experience. Regardless, the qualification in individual dealing with a record experience was
watched not to be basic between web sparing cash adopters and non-adopters (Laforet and Li,
2005).

As demonstrated by Brown et al. (2004), customer inclusion in the Internet was found to impact
the gathering of Internet keeping cash in Singapore (Tan and Teo 2000) however not in South
Africa. Karjaluoto et al. (2002) guided a study to choose the variables that will affect the
perspective towards web sparing cash and the potential customers' desire to use web dealing with
a record organizations. The survey results exhibits that prior PC experience, individual

managing a record experience and point of view towards PC were solidly connected with web
keeping money use. Thusly, the running with speculation are proposed.

H3: client knowledge has an impact on reception of Internet managing an account.

Individual Characteristics

different studies have used demographic components or individual qualities as their self-ruling
variables to predict the determination of Internet dealing with a record and these studies asserted
that the energetic, trained, and well off individuals are the social occasions that are bound to get
the in ternet sparing cash. Shao (2007) successfully recognized

54 articles on web dealing with a record studies from 1998 to 2006. His studies exhibits that the
demographic parts are a champion amongst the most normal components and 51.9% of the
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articles used demographic variables as their determinants of Internet sparing cash gathering and
utilize. Polatoglu and Ekin (2 001) investigated the satisfaction level on the use of web sparing
cash organizations and the variables that effect customers' affirmation of Internet sparing cash in
Turkey.
Their study found that the people who are young, higher in guideline and pay social occasions
will likely be the adopters of Internet sparing cash. The study by Lassar etal. (2005) shows that
the compensation level was basically related to web keeping cash allotment; and the web dealing
with a record choice was not in a general sense affected by age and preparing level by Lee et al.
(2003) where their investigation found that age and preparing level were not basically
connected with the appropriation of web saving money. Salary, in the interim, was discovered
hardly altogether identified with the appropriation of PC saving money. Along these lines, the
accompanying speculation is proposed

H4 Singular Characteristics impact on appropriation of Internet saving money

29 | P a g e

Methodology

a) Research Design:

In this research report I try to make clear to the book lover way that is intended to
your interest in this research report. This research study define and measure how
E-banking is affected by an ABL, & my objective of the research is to observe and
measure them. The useful role of online banking which is helping the managers to
implement to increase the efficiency of performance and productivity of ABL. After
analysis of wide literature, I have come to know that to accomplish this goal, I
conduct different article and instrument & inclusive meeting with the top
management at ABL to receive this information.

b) Research Approch

This research on Factors Influencing Adoption of E Banking: A Case of Askari Bank

Limited. is use quantitative approach based on primary data. The respondents of the study are
the parents & employees of ABL, E-commerce user & universities students.

c) Tools for Data Collection

This research on Factors Influencing Adoption of E Banking: A Case of Askari Bank

Limited . data collect through Questionnaire . Data gathering was perform in three branches of
Askari Bank Limited Rawalpindi Pakisttan, from the begning of april to the end of May 2016.
Overall number of distributed questionnaire was equal to 80.
30 | P a g e

d) Target Population

The target population is an Employee of Askari bank limited Pakistan and different E -commerce
users and universities students who are purchased online product services and transaction of
money with online banking.

e) Sample Size:
Eighty peoples fill questionnaire 60 are male & 20 are female.

f) Series of Analysis:
Data will be entered, edited and evaluated by using (SPSS) software,

g) Sampling Method:

Descriptive method are applied in this research report make questionnaires on Factors
Influence on Customers Adoption of E- Baking in Askari Bank and take responses online
clients to adopt the online banking in Pakistan. The study approach where primary data were
gather by ask for the responded to fill up the questionnaires.

Questionnaire

Authors have designed a 18 questions in this research. Questionnaire was develop by combining
distinctive Questionnaires from publish surely understand research articles, & distribute in
three classes ABL Employees & E trade client & students. total 80 responde are gather with the
end goal of Analysis
31 | P a g e

Data Analysis

Q1:

Gender

Responded Male Female Total

Number of 60 20 80
Responded
Percentage of 72.5 27.5 100%
Responded

This project survey is find 72.5% respondents is male & 27.5% respondents is female
32 | P a g e

Q2

Age group

Frequency Percent Valid Cumulative

Percent Percent

20 year old 32 40.0 40.0 40.0

20 t0 30 25 31.3 31.3 71.3

30 t0 40 12 15.0 15.0 86.3

Valid
40 t0 50 8 10.0 10.0 96.3
Older than 50 3 3.7 3.7 100.0

100.0

Total 80 100.0
33 | P a g e

Q 3:

Educational Qualification
Frequency Percent Valid Cumulative
Percent Percent

High School 0 0 0 0

College 6 7.5 7.5 7.5

Valid Bachelor 56 70.0 70.0 77.5

Master or more than Master 18 22.5 22.5 100.0

100.0

Total 80 100.0
34 | P a g e

Q 4:

Occupations

Frequency Percent Valid Percent Cumulative Percent

Govt Employee 3 3.7 3.8 3.8

Private Sectors Other 60 73.2 75.0 78.8

Valid Owen Business 2 2.4 2.5 81.3

0ther 15 18.3 18.8 100.0

Total 80 97.6 100.0

Missing System 2

Total 80 100.0
35 | P a g e

Q 5:

income

Frequency Percent Valid Percent Cumulative Percent

Less than 25 (Thousands) Pakistani

23 28.0 28.8 28.8
rupees

Between 30-40 (Thousands) 28 34.1 35.0 63.8

Valid
Between 40 to, 50 (Thousands) 23 28.0 28.8 92.5

More than 6 figures 6 7.3 7.5 100.0

Total 80 97.6 100.0

Missing System

Total 80 100.0
36 | P a g e

Q6:

How regularly do you purchase products or services online through credit card?

Frequency Percent Valid Cumulative

Percent Percent

Once a month 15 18.3 18.3 18.3

Regular basis 8 9.8 9.8 28.1

Valid Weekly basis 33 41.6 41.6 69.7

Once a year 24 30.3 30.3 100.0

100.0

Total 80 100.0
37 | P a g e

Q 7:

If so, how do you know about internet banking?

Frequency Percent Valid Cumulative

Percent Percent

Never 4 5.0 5.0 5.0

local bank information 34 42.5 47.5 47.5

advertising media 17 21.6 21.6 69.1

Valid
friends & colleagues 7 8.5 8.5 77.6

Other 18 22.4 22.4 100.0

100.0

Total 80 100.0
38 | P a g e

Q 8:

how many time Purchase goods or services airline tickets from online banking and pay their bill
through to credit card?

Frequency Percent Valid Cumulative

Percent Percent

daily basis 32 40.0 40.0 40.0

less than 2 times per month 14 17.5 17.5 57.5

Valid 4 time per month 15 18.8 18.8 76.3

more than four times per month 19 23.7 23.7 100.0

100.0

Total 80 100.0
39 | P a g e

Q 9:

Does your bank provide internet services facilities?

Frequency Percent Valid Percent Cumulative

Percent

Yes 45 56.3 56.3 56.3

No 23 28.7 28.7 85.0

Valid not sure 4 5.0 5.0 90.0

any other 8 10.0 10.0 100.0

100.0

Total 80 100.0
40 | P a g e

Q 10:

Which capabilities are required in the online banking?

Frequency Percent Valid Percent Cumulative

Percent

WAP browser 6 7.5 7.5 7.5

mobile phones 33 41.3 41.3 48.8

ATM device 36 45.0 45.0 93.8

any oyher 5 6.3 6.3 100.0

Valid
multiple device

100.0

Total 80 100.0
41 | P a g e

Q 11:

Mobile technology can be use in online banking?

Frequency Percent Valid Percent Cumulative

Percent

Yes 68 85.0 85.0 85.0

No 6 7.5 7.5 92.5

Valid not sure 4 5.0 5.0 97.5

any other 2 2.5 2.5 100.0

100.0

Total 80 100.0
42 | P a g e

Q 12:

Security plays a vital role in internet banking adoption and continued use?

Frequency Percent Valid Percent Cumulative

Percent

strongly disagree 7 8.7 8.7 8.7

Disagree 11 13.8 13.8 22.5

Neutral 14 17.5 17.5 40.0
Agree 31 38.7 38.7 78.7
Valid
Strongly agree 17 21.3 21.3 100.0

100,0

Total 80 100.0
43 | P a g e

Q 13:

Security is a threat which can prevent data transactions or allow unauthorized access to the
accounts through network attacks or hacking etc?

Frequency Percent Valid Percent Cumulative

Percent

Strongly disagree 11 13.7 13.7 13.7

Disagree 27 33.7 33.7 47.4

Neutral 13 16.3 16.3 63.7
Valid
Agree 15 18.8 18.8 82.5

strongly agree 14 17.5 17.5 100,0

100.0

Total 80 100.0
44 | P a g e

Q 14:

Unique, integrated & customized financial services are important in the adoption of internet
banking?

Frequency Percent Valid Percent Cumulative

Percent

stronly disagree 10 12.5 12.5 12.5

Disagree 22 27.5 27.5 40.0

Neutral 8.8 8.8 48.8

7
Valid
Agree 32 40.0 40.0 88.8

strongly agree 9 11.2 11.2 100.0

100.0

Total 80 100.0
45 | P a g e

Q:15

Convenience and flexibility in terms of location and time play a vital role in the adoption of
internet banking?

Frequency Percent Valid Percent Cumulative

Percent

strongly disagree 7 11.3 11.3 8.7

Q Disagree 9 8.7 8.7 20.0

Neutral 13 16.2 16.2 36.2
Valid Agree 25 31.3 31.3 67.5

26 32.5 32.5 100.0

strongly agree
100.0

Total 80 100.0
46 | P a g e

Q 16:

Oriented privacy policy of the banks leads to the adoption and continued use of
internet banking?

Frequency Percent Valid Cumulative

Percent Percent

Stronly disagree 2 2.5 23.8

Disagree 32 40.0 76.3

Neutral 6 7.5
Valid
Agree 30 37.5 93.8

strongly agree 10 12.5 100.0

100.0

Total 80 100.0
47 | P a g e

Q 17:

For your option of online banking, which factors are important for you?
Frequency Percent Valid Cumulative
Percent Percent

Quick Services 11 13.7 13.7 13.7

Convence ( 24 Hours 28 35.0 35.0 48.7

available service) from

Valid anywere
Variety of Feature 12 15.0 15.0 63.7

Security of transaction 25 31.3 31.3 95.0

Others 4 5.0 5.0 100.0

100.0

Total 80 100.0
48 | P a g e

Finding

FO1: To investigate the problems regarding adoption of Internet Banking which are presently
faced by customers.

Online banking business in Askari banks presently faced by clients security & safety issues
they should need to resolve these issues. Online banking is a latest business, so there are
plenty of issues. ABL needs to be investigated from various perspectives.

FO2: To know about the awareness of E-banking.

A lot of people are not aware about the use of online banking so that in this way ABL must be
provide awareness of online banking. ABL need awareness of the online banking facilities
which is offered by Askari bank.

FO3: To investigate how to make the E- banking services more reliable.

Internet banking must guide to customers that the way it will not eliminate online services, this
is the additional responsibility of ABL branch staff. Askari bank limited need some computers
should be allocated in each branch only for online banking. Askari bank limited need new
innovation to give positive awarenrness thinking about online banking services. The ABL
online system provides speed of transaction & avoid time wasting but their location and time
play a vital role in the services ofof internet banking.

FO4: To examine the security concerns of E-banking customers.

Online banking business in Askari banks security & safety issues they should need to resolve
these issues. Online banking is a latest business, so there are plenty of issues. ABL needs to be
investigated from various perspectives.
49 | P a g e

Conclusion
There are numerous elements which are critical for the selection of internet managing an account
by customers. In any case, the writing survey result demonstrate that online convenience,
security, data quality, belief on internet saving money, administration quality, practicality and
protection are the most essential elements in the selection of web managing an account. The
purpose of this project is to explore the issues that influence achievement to accept online
banking in Pakistan. 18 opinion poll were used for information analysis. The project report
have exposed that difficulty, perceived safety,clients occurrence & individual uniqueness
location , education & income manipulate the acceptance of online banking. The project
finding can facilitate the services providers & strategy makers to arrive at superior policies &
strategies for upcoming advancement in online banking or branchless banking. The service
supplier must engage in recreation further consciousness the security feature in web managing
an account. This is generally because of security, being is the real anxiety among the adepts. It
additionally can be a fundamental driver, why ABL Clients are not willing to receive internet
keeping money, without an undeniable comprehension of E managing an account practice, ABL
require to put more endeavors enhancing administrations their E banking administrations.
Askari banks need to put more tries to upgrade their Internet dealing with a record organizations

To accomplish this goal visit t Askari bank limited & conduct unusual article & research side to
receive this information about (Factors Influencing Adoption of E Banking: A Case of
Askari Bank Limited ) and defines the benefits of online banking.

This project report reflects that online banking is significant value of businesses in Pakistan.
Online banking is leading to new opportunities for the business. The online banking to gain
benefits in terms of convenience, freedom and speed of work. Mobile commerce access across
the globe.

This project about online banking in Pakistan it is registered problem of being faced within the
Pakistan branchless bank commerce industry ratio increase day by day. Online banking has lead
to changed business dynamic in the Pakistan. The online banking is generally defined business
to consumer commercial activates. Online banking has involved business communication & e-
50 | P a g e

transaction network through computer and mobile particularly the acquiring and selling of
commodities & services

Automated Teller Machines (ATM) are an electronic device, Branch less banking,mobile
banking & internet banking can make the reliable clients by providing the excellence services.
Online banking can also minimize their counter of clients. Automated Teller Machines (ATM)
should be at a safe place where use suitable for customers, where customers maintenance cost
& sufficient back up cash etc. If Automated Teller Machines (ATM) along with the bank the cut
down the security risk.(shamshad Akhtar,2006)

Askari bank make value of online banking services in Pakistan. Which has a negetive outcome
on clients attitude about online banking recognition & more clients strong perception create
about online banking

This project has fully learned for my self. The E- banking & information technology have given
power to clients & business, this technology creates chances of investment decisions. To
Accomplish this goal I conduct survy for Askari bank limited employees, & receive information
about online banking & its adoption. Technology is tolerating banks to recommend fresh
products, operate extracapably, increase productivity, increase geographically & participate
globally. The online banking is extra efficient , productive banking industry is providing
services of superior & value.

E- banking has become an essential continued existence weapon & this is essential to changing
the banking industry globally. Today, the click of the mobile phones offers customers online
banking services at a much lower cost & also authorizes them to customers
51 | P a g e

Recommendations

Suggestions & Recommendations for AOBL:

There are interpretations from the questionnaire which I received, so following are the important
points to be recommended to improve the E- Banking and making the strong customer adoption
of E- banking base of Askari bank limited.

1) E-Banks should providing sufficient security of transaction and back up of critical data
files and alternative means of processing information. This will boost
customersconfidence and improve customersperception of E-banking.

2) Proper training on E-banking features, use and benefits should be given to customers.
This will significantly improve the customers acceptance of E- banking services.

3) Banks should make an awareness campaign of security aspects of their internet services
to encourage the use on internet banking.

4) Banks must inform their clients about its security policy through all available media such
as their websites or newsletters

5) Following are some recommendations for future studies. First, future studies should be
carried out on non-Internet users to investigate their adoption intentions of such services.
Second, as E-banking services are still relatively new in Pakistan; this study has been
unable to measure the actual usage performance of such services.

6) Further this research should be carried on all financial institutions SEP, SME and FBR to
determine effects of E- banking across board

7) Communication campaigns have to be launched by banks since majority of the

customers proved to unaware of the advantages that attached to internet banking services
52 | P a g e

and its usefulness to bankers. It is vital to increase efforts to promote Internet training
and provide learning systems for general public who do not have possibilities to get
relevant education either at school or at work.

8) There must be strong security to do away with hackers who want to access information.
Back up must be there in times of power cuts since customers will not be able to access
their currents if the server with bank is down. Effective laws can vastly accelerate the
development of Internet banking especially laws concerning digital signature.

9) during the research study, I found that there are lots of other factors which are also
critical in the adoption of internet banking, such as Bank reputation, Bank Guarantee
and the retention and expansion of relationships with relative older and lower IT
awareness customers etc. So in order to get deep understanding about internet banking
adoption, those factors should also be investigated.

10) This research was carried out by taking into account experiences of internet banking
users. Further research can be conducted on non internet banking users; and the factors
which could appeal Them or motivate them to adopt internet banking can be analyzed,
since the study will be helpful for banks to create new customers if they are aware of the
adoption intentions of non internet Banking users.

11) Online banking is a latest business, so there are plenty of issues. ABL needs to be
investigated from various perspectives.

12) Askari bank limited need some computers should be allocated in each branch only for
online banking.

13) Askari bank limited need new innovation to give positive awarenrness thinking about
ebanking adoption.
53 | P a g e

Reference:
http://www.askaribank.com.pk/

http://www.askaribank.com.pk/allonline products.php

http://www.askaribank.com.pk/financial_report.php

Sara Naimi baraghani(2008) factors Influencing the Adoption of Internet Banking. Journal of
Marketing & electronic commerce. 008:099- ISSN 1653-0187-ISRN:LTU-PB-EX- -08/099-SE

Shahzad Shariq (2006) Internet Banking in Pakistan. Journal of industrial Marketing & E-
commerce. 2006:062- ISSN:1402-1552- ISRN:LTU-DUPP- - 06/062

Numan Anwar Dar(2012) Awerness of online banking in pakistanent Juuran of business

management (ISBN:978-969 9368.

Amor .D (1999) The online business evoluation 2and edition

Nargas delafrooz, Mohammad taleghani, Rasul Karami, and Ali Mordi (Feburary 2013) factor
Affecting the adoption of internet banking, International journal of business & brhavioral science
Vol :3 No;2

Sundas Sead& Malia Azam (2015) service Quakoty Factors Affecting Adoption of Internet
banking in Pakistan international journal of Economics Commerce & Management UKVOL III
ISSN 2348

Fasil Qayyum & Haider Ali (2012) Factors determining customers adoption of internet bankng.

Sajjad Abbas(2015) Internet Banking Service value & Its crash Upon Cunsumer Satisfaction in
Pakistan

Muhammad shahbaz(2014) emerging role of E-commerce business in Pakistan, journal of e-

marketingissn 2347.

Yong hoe hong, Nasreen khan (2013) Investigating the Factors Influence Adoption of Internet
Banking in Malaysia: Adopters Perspective.
54 | P a g e

Appendix : Questionnaire

Riphah International University

Faculty of Management Sciences
Islamabad
Hajj Complex, sector I-14/4Islamabad

Dear Participant.

I am carrying out a research & in this regard, I need your truthful & valuable opinion through
this questionnaire. My research interest is in the (Factors Influencing Adoption of E
Banking: A Case of Askari Bank Limited.) you can help me on current research project by
completing the attached questionnaire. I request 5 to 10 minutes of your time to fill these
questioners. It is being distributed to you purely for academic purpose and all the responses will
be secret. Your neutral choices will be highly appreciated and make this valuable research.
Please read the instructions carefully and answer all the questions. So please answer every point
as straightforwardly and as trustworthiness as could be expected under the circumstances. It is
vital that all the inquiries be replied. At the end of the day thank you for your backing and
collaboration in this respectable motivation.

sincerely
Muhammad Shahbaz Atish
Faculty of Management Science
Riphah International University Islamabad
Email: shhbaz.atish@gmail.com
55 | P a g e

SECTION A
Please provide the following information about your self

(1) Gender.

a) Female
b) Male

(2) Age group

a) 20 years old
b) 20 - 30 years old
c) 30 -40 years old
d) 40-50 years old
e) Older than 50 years old

(3) Educational Qualification

a) High school
b) College
c) Bachelor
d) Master, or more than Master

(4) Occupations

a) Govt Employee
b) Private Sectors
c) Owen Business
d) Other

(5) Income

a) Less than 25 (Thousands) Pakistani rupees

b) Between 30-40 (Thousands)
c) Between 40 to, 50 (Thousands)
d) More than 6 figures
56 | P a g e

SECTION B
The following Questions relate to awareness of online banking

6: How regularly do you purchase products or services online through credit card?

a) Regular basis
b) Once a month
c) Never online purchasing
d) Once a year
e) Weekly basis

7: If so, how do you know about internet banking?

a) Never
b) Local bank information
c) Advertising Media
d) Friends & colleagues
e) Other

8: how many times Purchase goods or services, airline tickets from online banking and pay their
bill through to credit card?

a) Regular basis
b) Once a month
c) Never online purchasing
d) Once a year
e) Weekly basis

9: Does your bank provide internet service facilities?

a) Yes
b) No
c) Not sure
d) Any other

10: Which capabilities are required in the online banking?

a) WAP browser
b) Mobile Phones
c) ATM device
d) Multiple device
e) Any Other

11: Mobile technology can be use in online banking?

a) Yes
b) No
c) Not sure
d) Any other
57 | P a g e

SECTION C
The following Questions relate to issues & challenges of online banking

Security
12: Security assumes an imperative part in web banking adoption and continued use?

a) Strongly disagree
b) disagree
c) Neutral
d) agree
e) Strongly agree

13: safety is a risk which can avoid data transactions or allow unauthorized access to the
accounts through system attacks or hacking etc?

a) Strongly disagree
b) disagree
c) Neutral
d) agree
f) Strongly agree

Service Quality
14: Unique, integrated & customized financial services are important in the selection of online
banking?
a) Strongly disagree
b) disagree
c) Neutral
d) agree
e) Strongly agree

Convenience
15: Convenience and flexibility in terms of position and occasion play a very essential part in the
adoption of online banking?
a) strongly disagree
b) disagree
c) Neutral
d) agree
e) strongly agree

Privacy Customer
16: Oriented privacy policy of the banks leads to the adoption and continued use of online banking?
a) Strongly disagree
b) disgree
c) Neutral
d) agree
e) Strongly agree
58 | P a g e

SECTION D
The following Questions relate to your opinion Adoption of online banking

17: What steps should be taken to improve online banking? Give suggestion

Ans: _

18: For your option of online banking, which factors are important for you?

a) Quick services
b) Convince (24 hours available service from anywhere)
c) Variety of features
d) Security of transaction
e) Other

Reference : (Fatima Mazhar, Umer Faiz, Sobia Ishrat) (2014)

Description : An Investigation of Factors Affecting Usage and Adoption of Mobile & Internet
banking in Pakistan.
59 | P a g e

Project Letter