An Empirical Study on Customer Preference towards Payment Banks over Universal Banks in Delhi NCR

Abstract

Indian banking is witnessing a dynamic phase due to the continuous change in polices of RBI and the government of India. In 2015, RBI issued licenses for the first time to 11 entities to start payment banksin order to improve banking penetration. Of these 11, three entities have started their payment banks and are trying to woo customers through technology driven services. Riding on technology to achieve competitive advantage, these banks will aid to make banking more convenient for the customers. The paper focuses on assessing customers’ preference in using services of payment banks over universal banks by using bivariate correlation analysis. The paper talks about the services that the customers prefer from the payment banks. It also captures how convenience/ease is helping payment banks to expand customer base. The role of educational background, occupation and age group as deciding factors for customers in choosing payment banks is studied in this paper. The paper further studies the effect of reference groups on the customer’s decision to choose a bank.