With rapid changes in the technological environment, a number of large and small Indian banks have recently begun experimenting with the Internet as an alternative delivery channel to provide full-fledged banking services. However, all customers do not experience the same comfort level in adopting these new changes. This research has been conducted in financial institutions, with an aim to help them decide whether to launch a single technology-centric product for all its customers. Perceived benefits, security, human touch, physical reach and price premium have emerged as important factors in deciding the technological inclination of a customer. Moreover, there are distinct segments comprising of different percentages of customers, based on technological inclination. Though 85% of the population is aware of the present technological benefits, security has become an important factor in deciding the technological inclination of the customer. Banks have been recommended to develop their single technology-centric product with due attention to security concerns of the customers. They have also been advised to conduct technology awareness workshops for important customers, as their average age is high.

Until recently, use of the Internet by banks has been to provide static information about the institution and their products. Their Internet websites were primarily a collection of product brochures and press releases. But of late, a number of Indian banks and other financial institutions have begun experimenting with the various uses of the Internet as an alternative delivery channel to provide full-fledged banking services.

Customers who have arranged their own Internet access and online payment facilities can participate in Internet banking. In addition to provide existing customers with access to banking services, websites operated by banks may also be used to solicit new customers. Banks-perceive the Internet as simply one more tool to provide greater convenience to their customers. With the background, the management of several banks wants to introduce a single technology centric service solution to its customers. This research has been done to answer some of the questions that management may face for its future plans.