Abasyn Journal of Social Sciences. Vol.4, No.2

Impact of Information Technology on E-Banking: Evidence from Pakistan’s Banking Industry

Dr Qadar Baskhsh Baloch*
Muhammad Zahid

*Dr Qadar Bakhsh Baloch, Department of Management Sciences, Islamia College University, Peshawar.
Muhammad Zahid, Scholar in MS Management Sciences- Abasyn University Peshawar, Pakistan. & Customer Services Manager United Bank Ltd. Pakistan.
Naveed Shehzad, Lecturer Qurtuba University, Peshawar.

Information and Communication Technologies (ICT) has revolutionized and transformed the business operation trends, and it has become a strategic marketing tool to enhance the competitive edge. Banking traditional operations has totally emerged with the use of ICT and replace with Electronic Banking concepts. E-Banking bringing too many challenges to the
managers in achieving their customer satisfaction and leading to over all objectives. This research study aims to collect and investigate the impact of IT towards the E-Banking Usefulness,
Ease of Use and customer satisfaction in Pakistan banking industry. Pakistan top five banks were selected, and data was collected from 251 E-Banking customers to judge their views regarding IT Usage, Ease of Usefulness and Ease of Use in the context of Customer satisfaction in order to investigate its parameters to make significant managerial decisions.
Keywords: Information Technology Usage, Customer Satisfaction, Ease of Use, Ease of Usefulness, and E- Banking




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