The use of online banking services by different generations of the Maltese population

Abstract

Purpose – The purpose of this study is to establish the degree of familiarity of three distinct generations of the Maltese population with online banking services. In addition, the study aims to analyse why some generations access these services more frequently, whereas they seem to be less popular with other ones. Furthermore, this dissertation investigates whether the Maltese population prefers visiting bank branches in person, rather than independently accessing banking facilities through internet. Design and Methodology – A questionnaire was distributed to both users and non-users of internet banking. An interview with two leading banks in Malta was also conducted in order to analyze the banking perspective regarding internet banking. Finally, in order to enhance the results of the questionnaire, three focus groups were conducted each compromising members from a particular age bracket. Practical Implications – The study can be used by Banks in order to improve their online banking service and to gather insights regarding the reasons why non-users resist the adoption of online banking services.