MODELLING THE EFFECT OF EBANKING FRAUDS ON CUSTOMER BEHAVIOUR AND E- BANKING USAGE

The aim of the research is to study the customers Awareness of E-banking Frauds while using the EBanking Services and to understand the impact of social, technical and legal aspects of E-banking frauds on E-banking usage. The study extended the factors of unified theory of acceptance and use of technology UTAUT- 2 with E-banking fraud risk and digital divide. The study check the mediating role of some constructs besides testing the direct relationship where the factor digital divide have negative effect on relationship between EBF (E-banking fraud) and BI (Behavioral intention) and positive effect on relationship between BI (Behavioural intention) and CU (Customer usage). The study was conducted in Delhi -NCR under the age group (18-45) who are using the E- banking services. The data were collected from 570 respondents from different parts of Delhi using convenience sampling. The research model was empirically tested on 490 valid responses of the respondents using structural equation modeling (SEM)technique. The research model was able to explain 68 % variation in the dependent variable without DD(digital divide) and 69.79 % with addition of DD (digital divide). Performance expectancy was found to be the strongest influencer of a user's behavioral intention and to study the role of customer habit in determining the adoption intentions as well as continues usage, where Statistical results show a strong causal link between facilitating conditions and behavioral intention with a weight of 0.416. Performance Expectancy, Habit, Facilitating Condition relating to these factors should be the focus of attention of any service provider in their endeavors to motivate their customers to use E-banking. Service providers have to initially be sure that E-Banking services are