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Factors Affecting Adoption of Alternative Delivery Channels by Pakistani Banking Customers

Ahsan Naseer Abbasi, Dr. Fayaz Ahmed

The study upon the topic, “Factors Affecting Adoption of Alternative Delivery Channels by Pakistani Banking Customers,” strives to find the factors that affect the adoption of ADCs of Pakistani banking customers. The emphasis of this particular research study revolves around the demographic elements of age, gender, level of income, level of education; and service delivery variables of cost savings, transaction security, convenience, and time savings. The adoption of ADCs in Pakistan is questioned in this quantitative study where 271 people are evaluated under the influence of service delivery as well as demographic factors. or reliable analysis, SPSS version 21.0 was used to analyze collected data. The sample type is non-probability utilizing convenience sampling technique. Data is analyzed using the statistical technique of Binary Logistic Regression. Other statistical tests performed on the data include Binomial Test of Proportions, Cronbach’s alpha reliability test. Discussing the outcomes of the statistical tests, it is evident that the preferences of the customers for distinct alternative delivery channels that are offered by Pakistani banks differ mainly on the basis of gender, age, education and income levels while variables of service delivery also matter when the usage and adoption of alternative delivery channels is concerned.