Published Online:February 2026
Product Name:The IUP Journal of Bank Management
Product Type:Article
Product Code:IJBM010226
DOI:10.71329/IUPJBM/2026.25.1.5-33
Author Name:Simarpreet Kaur and Sangeeta Arora
Availability:YES
Subject/Domain:Finance
Download Format:PDF
Pages:5-33
Based on the fundamental assertion that customers’ attitude and behavior differ significantly according to demographic characteristics, the present study sets out to analyze whether there exist differences in the dimensions of perceived risk across sociodemographic characteristics of online banking users. Data were collected through a self-administered questionnaire from 677 online banking users via a mixed-mode survey approach (online and offline). The results obtained from t-test and ANOVA revealed that six dimensions of perceived risk, i.e., security, performance, social, time, financial, and psychological, differ significantly across gender, age, education, income, and experience of using Internet, indicating that demographic characteristics influence how users perceive potential risks in online banking. However, no significant differences were observed across marital status. The findings provide insights to bank marketers to devise appropriate risk reduction strategies based on the sociodemographic profile of the end-users of online banking.
Banking today is a flourishing industry in India, focused on technological innovation. In the “Digital Transformation” agenda of banks, online banking has emerged as a technology-intensive solution to boost revenue, optimize cost structure and enhance customer expertise. Online banking has gained a lot of popularity due to its enormous advantages such as convenience, 24-h availability, and speedy transactions, but many customers resist using such services due to its security and privacy concerns (Kuisma et al., 2007; Littler & Melanthiou, 2006; Maditinos et al., 2013).