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A Review on E-Banking Adoption in the Context of E-Service Quality


D.A. Gayan Nayanajith ,

University of Kelaniya, LK
About D.A.
Doctoral Student
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R.A.S. Weerasiri,

University of Kelaniya, LK
About R.A.S.
Senior Lecturer
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K.A. Damunupola

Uwa Wellassa University, LK
About K.A.
Senior Lecturer
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Fast-paced expansion of information and communication technology (ICT) revolutionizes different facets of contemporary human life and global economic landscape to a greater extent. Within technological transformation arena, retail financial services which includes retail banking activities performs a pivotal role. Technological advancement and internet facilities have demanded rapid changes radically in the financial services sector service delivery. E-banking facilitates bank customers to engage in an array of banking services via banks’ official websites. Amidst these changes e-banking adoption has gained limelight as a researchable notion owing to challenges attributed in different markets and country contexts. This article review founded on the concept of e-banking adaption in line with theoretic and empirical discussions. Hence, literature review was exploited as the main research tool. Research paper attempted to introduce practice related insights by discussing cases that were found within the domain of e-banking adoption. Article is organized as a concept paper to emphasize some of the case evidences with special reference to consumer electronic banking whilst arguments have been supported empirically. Importance of customer awareness, innovativeness, service quality, trust and security aspects related to e-services and prioritizing of marketing to motivate adoption of e-banking solutions has been unveiled by the discussions. In conclusion, paper postulates directions for the future researches in line with empirical justifications.

How to Cite: Gayan Nayanajith, D.A., Weerasiri, R.A.S. and Damunupola, K.A., 2019. A Review on E-Banking Adoption in the Context of E-Service Quality. Sri Lanka Journal of Marketing, 5(2), pp.25–52. DOI:
Published on 01 Dec 2019.
Peer Reviewed


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