Banking Platform Research Articles

Communication Strategies & Mobile Banking Adoption

This article, as research study, employed a mixed method research approach; which utilized both qualitative and quantitative methods of data collection and analysis. The utilised tools were an interview schedule and questionnaires. A target population of 3000 customers and 17 staff members from whom the sample of 353 respondents among the bank customers all 17 staff members purposively were selected. Simple stratified random sampling and purposive sampling were applied in selecting customers and staff members for the study respectively. Quantitative data collected was analysed using descriptive statistics and presented in form of tables, graphs and charts. The qualitative statistics were analysed thematically. Its findings revealed that good communication strategies influenced mobile banking adoption by enhancing the good corporate relationship with customers through word of mouth rated at 84.4 %, social media at 71.8%and mass media communication at 68.9%. It recommends creating awareness and elevating customers’ attitude by making the mobile banking platform affordable, easy and accessible to customers of all segments, easing the customers into the technology rather than forcing it on them while being innovative to stay competitive in the current market.

The Role of Engineers in Advancing Sustainable Development Goal 9 in Underdeveloped Communities through Leveraging Fourth Industrial Revolution Technologies

In underdeveloped communities, achieving Sustainable Development Goal 9 (SDG9) poses significant challenges. Underdeveloped communities lack essential services such as water purification, electricity, sanitation, health facilities and many more. Inclusivity in development stands out as one of the key drivers of SDG9. It is then quite unfortunate that underdeveloped communities have been excluded in almost all aspects of development and advancement. However gloomy the situation might look, most of the challenges faced by underdeveloped communities can be overcome if engineers are to leverage Fourth Industrial Revolution (4IR) technologies in coming up with innovative solutions for sustainable development. In 4IR technologies lie a lot of opportunities to change lives in underdeveloped communities thereby contributing significantly to the attainment of SDG9 by the year 2030. The integration of 4IR technologies such as Artificial Intelligence (AI), Internet of Things (IoT), and Renewable Energy solutions offer engineers the tools to address complex challenges and create more efficient, inclusive, and sustainable infrastructure systems. This paper explored academic literature, policy documents, and reports from reputable sources such as the United Nations (UN), and relevant engineering journal articles. Findings underscore the pivotal role that engineers should play in leveraging 4IR technologies in order to advance SDG9 through the upliftment of underdeveloped communities. A case in point where engineers have leveraged 4IR technologies in order to improve the livelihoods of the backward communities is the use of mobile money platforms in place of brick and mortar banks. Examples are, Ecocash in Zimbabwe, and Mpesa in Kenya Africa. These platforms have enabled people in underdeveloped communities to access banking facilities through their mobile phones. These banking platforms do not rely on brick and mortar facilities. They are solely based on 4IR technologies.

Exploring the Impact of Innovation practices, Technologies on the Operational Efficiency of Commercial Banks in Nigeria

In the rapidly evolving financial landscape, innovation has become a critical driver of operational efficiency for commercial banks. This study explores the impact of technological and process innovations on the operational efficiency of commercial banks in Nigeria. It aims to understand how innovative practices and technologies influence cost reduction, service delivery, customer satisfaction, and overall financial performance. Using a straightforward random sampling technique and a descriptive survey design, the study selected 388 participants at random from the 97,026 commercial bank employees in Calabar Metropolis, Cross River State, who make up the entire population. The research employs a mixed-methods approach, combining quantitative data analysis from financial reports of major Nigerian banks with qualitative insights from interviews with banking professionals. The findings indicate that the adoption of digital banking platforms, automated teller machines (ATMs), mobile banking applications, and advanced data analytics significantly enhance operational efficiency. These innovations reduce transaction costs, minimize human error, and improve service speed and reliability. Furthermore, process innovations such as streamlined loan processing and automated compliance checks contribute to more efficient banking operations. The study highlights the high cost of technology implementation, cybersecurity risks, and the need for continuous staff training as the challenges that may hinder innovation to strive. Despite these challenges, the positive impact of innovation on operational efficiency is evident, suggesting that continued investment in innovative technologies and practices is crucial for the competitive advantage and sustainability of commercial banks in Nigeria. The study further recommends that Nigerian commercial banks prioritize technology adoption and process improvements to enhance their operational capabilities and meet the dynamic needs of their customers.

Cybersecurity Threats and Vulnerabilities in Online Banking Systems

The rapid expansion of online banking has introduced significant convenience and accessibility for consumers and financial institutions alike. However, it also brings a substantial increase in cybersecurity threats, making online banking systems prime targets for cybercriminals. This paper provides a comprehensive examination of the prevalent cybersecurity threats that online banking faces, including phishing attacks, malware, ransomware, man-in-the-middle (MITM) attacks, insider threats, and distributed denial-of-service (DDoS) attacks. We analyze these threats in-depth, exploring how each tactic is deployed to compromise security and exploit vulnerabilities within online banking systems. Moreover, this paper discusses specific vulnerabilities that exist in online banking platforms, such as weak authentication practices, insecure network connections, outdated software, and risks associated with third-party integrations. Through tables and graphical data, the paper offers a clear overview of the most common vulnerabilities and their prevalence, providing insights into how these weak points are exploited in the cyber landscape. The impact of such cybersecurity breaches on financial institutions is also considered, highlighting the consequences that follow a security breach, such as financial losses, reputational damage, regulatory fines, and customer distrust. The findings reveal that these impacts not only affect individual financial institutions but can also undermine public confidence in digital banking as a whole. Finally, the paper proposes several strategic defenses against these threats. Solutions include multi-factor authentication, end-to-end encryption, robust threat monitoring, regular security audits, and customer education initiatives, among others. Statistical data on the effectiveness of these strategies demonstrates their role in mitigating cyber risks and fortifying online banking systems against future attacks. This study concludes by emphasizing the critical need for continuous innovation in cybersecurity practices, as cyber threats continue to evolve in sophistication.

A Study on the Role of Digital Transformation in Enhancing Bank Performance

This study investigates the role of digital transformation in enhancing the performance of banks, focusing on how technological advancements have reshaped the banking sector. The research explores various dimensions of digital transformation, including the adoption of digital banking platforms, artificial intelligence (AI), blockchain technology, and big data analytics. By analyzing secondary data from financial reports, industry studies, and case studies of banks that have undergone digital transformation, the study aims to assess the impact of these technologies on operational efficiency, customer experience, and financial performance. Key performance indicators such as cost- to-income ratios, transaction processing times, customer satisfaction levels, and risk management effectiveness are evaluated to understand the overall benefits of digital transformation. The findings reveal that digital transformation significantly enhances bank performance by improving operational efficiency, increasing customer engagement, and driving revenue growth. Specifically, the adoption of digital platforms has streamlined processes, reduced costs, and improved the accuracy of transactions. AI and machine learning have enabled more personalized customer service and effective risk management, while blockchain technology has enhanced transaction security and transparency. The research concludes with recommendations for banks to optimize their digital strategies and overcome these challenges, and suggests areas for further research to explore emerging trends and technologies in the banking sector. Keywords: Digital Transformation, Bank Performance, Financial Technology (Fintech) Artificial Intelligence (AI), Financial Performance Metrics, Technology Adoption

The dichotomy of inclusiveness and vulnerability as a consequence of banking platform development

The processes of digitalization transform the current banking sectors. Digitalization and the increasing role of FinTech are driving the platformization of banking services, affecting the participants involved in their development and operation. This article examines the relationship between capturing value by different banking platforms' participants and the process of their inclusivity and associated vulnerability. The conflict of basic goals is analyzed through the lens of Paradox Theory. Our contribution is a theoretical model that helps understand how the banking platform's inclusiveness leads to value co-creation while introducing vulnerabilities. The governance structure is essential for the context of value co-creation in banking platforms. The model of governance defines the relations between different platform co-creators and their inclusiveness in a particular model. This research refers to the European Union financial market. The motivation for this focus is the regulatory solutions, embracing open banking and open finance. Understanding these dynamics is essential for shaping future policies and ensuring the sustainable development of banking platforms.

Blockchain-supported online banking scheme

Online banking not merely enables customers to make transactions within a short time and access transactional information anywhere but also facilitates financial institutions to simplify transaction procedures and reduce their operating expenses. Common concerns by both customers and financial institutions are the secure authentication measures for protecting sensitive financial information from cybersecurity threats and maintaining their trust in a secure environment. This paper presents a blockchain-supported scheme to establish secure authentication and mutual trust for handling online banking processes. The proposed solution’s model design, inference process, proof method, security analysis, and performance evaluation are included in this study. With the decentralized applications and smart contracts, that benefit from disruptive innovations in blockchain technology, the proposed scheme enables financial institutions to provide efficient, immutable, transparent, and secure online financial services for customers. In addition, the computational efforts of the proposed solution show that high performance can be achieved in executing financial transactions while safeguarding sensitive data and retaining trust in a decentralized environment which is some of the most significant weak security of the existing authentication schemes for online banking platforms.

Assessing The Effect of Digital Banking Services on Retail Banking Customers’ Satisfaction Levels in Lusaka’s Central Business District

Digital banking platforms have improved the way banks deliver their services to clients which has resulted in the gradual movement from brick and mortar to the use of digital applications such as mobile phones, iPads, laptops and ATM machines. The purpose of this study was to assess the effect of digital banking on retail banking customer service satisfaction levels in Lusaka Town. The study was guided by three objectives which were; to determine customers’ perception of the reliability of digital banking services in Lusaka Central Business District; to assess customers’ perception of the responsiveness of digital banking services in Lusaka Central Business District and, to examine customers’ perceptions of the security of digital banking services in Lusaka Central Business District. This study investigated customers' perceptions of digital banking services, focusing on reliability, responsiveness, and security, using a quantitative approach. Simple random sampling was used to collect data using a structured questionnaire with 5-point Likert scale. The researcher ensured that the respondents remained anonymous to avoid bias and that whatever information they provided would be treated with confidentiality. The researcher did not influence the responses provided by the respondents in anyway. The sample size was 150 and 140 respondents who are bank customers in Lusaka Central Business District responded. The response rate was 93.33%. The data was analysed using descriptive statistics, ANOVA, hierarchical regression, and correlation analysis. The findings reveal that customers generally perceive digital banking services positively in terms of reliability and responsiveness, with significant associations found between these factors and overall customer satisfaction. However, concerns remain regarding security, despite moderate confidence in digital banking security measures. The study underscores the importance of trust, transparency, and technological advancement in shaping customer perceptions. Recommendations for further research include exploring the impact of AI technologies, regulatory frameworks, and demographic differences on digital banking adoption and satisfaction. These findings contribute to understanding customer behaviour in digital banking and inform strategies for enhancing service delivery and customer experience in the financial sector.

Pengaruh Orientasi Pelanggan, Kepuasan Pelanggan, Kualitas Pelayanan Terhadap Loyalitas Pelanggan Mobile Banking Wilayah Jabodetabek

The rapid growth of the banking sector in Indonesia encourages intense competition between financial institutions. In this effort, banks must provide the best service (service excellent) to win the increasingly fierce competition. Therefore, improving service quality is crucial for banks to continue to compete and survive in this competitive banking industry. Providing superior banking services is the main key to ensuring the success of the mobile banking platform and meeting customer needs properly. This study aims to explore the effect of customer orientation, service quality, and customer satisfaction, on customer loyalty for mobile banking customers in JABODETABEK. This research is a quantitative study that uses a purposive sampling method and involves 188 female mobile banking users in JABODETABEK Indonesia. The results showed that the biggest influence, namely customer orientation, had a significant effect on customer satisfaction. Customer orientation affects service quality. Service quality has a positive effect on customer loyalty. Customer satisfaction has a positive effect on customer loyalty. Service quality does not affect customer satisfaction. The next result is that service quality does not mediate customer orientation and customer satisfaction. Customer satisfaction does not mediate service quality and customer loyalty. Future research is expected to use more specific respondents with different measurement techniques. Banks need to ensure that the mobile banking services provided achieve high-quality standards, including speed, reliability, security, and ease of use.

Impact of Customers’ Demographics on their Attitudes and Intentions to Adopt FinTech for Banking Services: TAM-Based Explanation

FinTech is being used more and more to improve customer service. The use of online and mobile banking platforms has increased in response to increased demand for financial digital services. However, in the banking industry, customers' fear of using FinTech varies across demographics, like Age Gender, Education, and Income. This study focused on the Technology Acceptance Model (TAM) to explain the effects of customers’ demographics and the mediating effect of trust, risk, perceived ease of use, and perceived usefulness of FinTech and customers’ attitudes on the banks’ customers’ intention to adopt FinTech. For collecting data, a structured questionnaire was shared among the 1000 bank customers through a Google form link. A total of 550 responses were received, after discarding incomplete or wrongly filled questionnaires, and the final sample of 455 responses was analyzed in smart PLS. technique. The structured equation model (SEM) analysis reveals that customers' intent to utilize FinTech is significantly influenced by their attitude toward adopting new technology in the banking industry. The results also establish a significant impact of age, income, education, perceived ease of use, trust, and risk on the customers’ attitude toward adopting new FinTech services. Moreover, SEM analysis shows that PEOU, PU, Trust, and risk mediate the relationship between the customers’ demographics and their attitude toward using FinTech services. The findings of this study support the TAM postulates and suggest that policymakers should consider the demographic impact on the use of FinTech services and should focus on developing a more user-friendly and secure FinTech interface.

Comparative evaluation of machine learning algorithms for phishing site detection.

The advent of Internet technologies has resulted in the proliferation of electronic trading and the use of the Internet for electronic transactions, leading to a rise in unauthorized access to sensitive user information and the depletion of resources for enterprises. As a consequence, there has been a marked increase in phishing, which is now considered one of the most common types of online theft. Phishing attacks are typically directed towards obtaining confidential information, such as login credentials for online banking platforms and sensitive systems. The primary objective of such attacks is to acquire specific personal information to either use for financial gain or commit identity theft. Recent studies have been conducted to combat phishing attacks by examining domain characteristics such as website addresses, content on websites, and combinations of both approaches for the website and its source code. However, businesses require more effective anti-phishing technologies to identify phishing URLs and safeguard their users. The present research aims to evaluate the effectiveness of eight machine learning (ML) and deep learning (DL) algorithms, including support vector machine (SVM), k-nearest neighbors (KNN), random forest (RF), Decision Tree (DT), Extreme Gradient Boosting (XGBoost), logistic regression (LR), convolutional neural network (CNN), and DL model and assess their performances in identifying phishing. This study utilizes two real datasets, Mendeley and UCI, employing performance metrics such as accuracy, precision, recall, false positive rate (FPR), and F-1 score. Notably, CNN exhibits superior accuracy, emphasizing its efficacy. Contributions include using purpose-specific datasets, meticulous feature engineering, introducing SMOTE for class imbalance, incorporating the novel CNN model, and rigorous hyperparameter tuning. The study demonstrates consistent model performance across both datasets, highlighting stability and reliability.

A Study on Issues and Challenges Faced by Mobile Banking with Reference to Customer Perspective

Mobile banking has transformed how customers interact with their finances, offering unprecedented convenience and accessibility. However, alongside its advantages, mobile banking also presents numerous challenges and concerns from the customer’s perspective. This abstract examines these challenges, covering topics such as security worries, privacy risks, usability hurdles, and technological barriers. Drawing from existing literature and empirical studies, it discusses the complexities of navigating mobile banking platforms, the significance of trust and confidence in digital financial services, and the necessity for continuous innovation to meet changing customer needs. By shedding light on these challenges, these abstract aims to enhance understanding of the customer experience in mobile banking and provide insights for policymakers, financial institutions, and technology developers to improve the mobile banking ecosystem.

Cashless Policy and The Nigerian Rural Economy (a Case Study Of Akwa Ibom State)

This study examines the impact of cashless policy on the Nigerian rural economy, using Akwa Ibom State as a case study. A survey of 328 people from three senatorial districts was conducted, with a sample size of 400. The study found that cashless policy helps in tracking expenses, preventing cash flow outside the formal banking system, reducing money laundering, and reducing stress during payments. However, challenges such as inadequate payment channels, internet fraud exposure, poor electronic banking networks, and high charges hinder its implementation. The researchers urge the government and policymakers to provide reliable methods to combat internet fraud, reduce charges on electronic banking platforms, and educate the public on the benefits of cashless policies.

ENHANCING GLOBAL ECONOMIC INCLUSION WITH FINTECH INNOVATIONS AND ACCESSIBILITY

The objective of this paper is to explore the transformative role of financial technology (fintech) innovations in enhancing global economic inclusion. Recognizing the persistent barriers that impede access to financial services for marginalized communities worldwide, this study employs qualitative case studies across several economies. The research methodology includes the examination of mobile payment systems, blockchain-based solutions, and digital banking platforms to assess their impact on financial inclusivity. Key findings indicate that fintech innovations significantly lower the cost of delivering financial services and expand their accessibility, especially in remote areas lacking traditional banking infrastructure. Notably, mobile payment systems have empowered individuals by facilitating peer-to-peer transactions and enabling micro-lending practices. Blockchain technology has further enhanced transparency and security, encouraging higher usage rates among underserved populations. The paper concludes that while fintech innovations hold substantial potential to drive economic inclusion, challenges such as regulatory frameworks, digital literacy, and infrastructure still require comprehensive strategies to maximize their impact. It suggests that ongoing collaboration between governments, technology providers, and financial institutions is crucial to developing inclusive fintech ecosystems that not only promote access but also ensure the sustainability and scalability of financial services globally. Keywords: Fintech, Financial Inclusion, Emerging Markets, Accessibility Barriers, Mobile Payments, Digital Banking, Blockchain, Digital Divide

SME FINANCING THROUGH FINTECH: AN ANALYTICAL STUDY OF TRENDS IN NIGERIA AND THE USA

In this comprehensive review, we examine the burgeoning influence of Financial Technology (FinTech) on Small and Medium Enterprises' (SMEs) financing, with a focus on comparative trends between Nigeria and the USA. The paper aims to dissect how FinTech innovations have redefined the landscape of SME financing, facilitating enhanced accessibility and efficiency in financial services. Through an extensive literature review that spans academic journals, industry reports, and case studies, this study synthesizes current knowledge on the subject, offering a panoramic view of the FinTech ecosystem and its implications for SMEs in both developed and developing economies. Our analysis reveals that in the USA, FinTech has dramatically transformed SME financing by introducing alternative lending platforms, which provide more agile and less cumbersome financing options than traditional banks. This shift has not only improved the speed of funding but also expanded the availability of capital to a broader range of businesses. Conversely, in Nigeria, FinTech's impact is seen in the democratization of financial services, where mobile money and digital banking platforms have significantly increased SMEs' access to financial resources, overcoming historical barriers such as lack of collateral and banking infrastructure. The paper identifies key factors driving FinTech adoption in SME financing, including regulatory environments, technological advancements, and SMEs' growing demand for flexible financial solutions. It also highlights the challenges and opportunities inherent in leveraging FinTech for economic development and SME growth in both countries.
 Conclusively, the study underscores the transformative potential of FinTech in bridging the financing gap faced by SMEs, while also pointing out the necessity for supportive policies, digital literacy, and infrastructure development to fully harness FinTech's benefits. This review contributes to the ongoing dialogue on FinTech's role in economic empowerment, offering insights that could inform policymakers, practitioners, and researchers interested in the nexus between technology and small business financing.
 Keywords: Internet of Things (IoT), oil industry, efficiency, innovation, sustainability, challenges, strategies, emerging trends, cross-country collaboration, USA, Nigeria..

The Integration of Fintech into the banking sector

The banking sector has undergone significant transformations with the integration of financial technology (fintech), reshaping traditional banking operations and customer experiences. This research paper explores the evolution of fintech integration into the banking sector, assesses its current landscape and explores its future prospects, opportunities, potential and emerging technologies. The paper begins by providing an overview of the fintech revolution and its impact on banking, highlighting key drivers such as digitalization, consumer demand for convenience, regulatory changes, and technological advancements. It examines how fintech solutions have revolutionized banking operations, including digital banking platforms, payment solutions, data analytics, AI-driven insights, blockchain applications and robotic process automation (RPA). Through an analysis of current trends and empirical studies, the paper delves into the future prospects of fintech in banking, emphasizing its role in expanding financial inclusion, enhancing customer experiences, improving regulatory compliance and fostering collaboration between banks and fintech startups. It explores the role of open banking frameworks, cloud computing, Internet of Things (IoT), biometric authentication and regulatory technology (regtech) in shaping the future of banking. Furthermore, the paper examines the challenges and barriers hindering the widespread adoption of fintech in banking, such as regulatory uncertainty, cybersecurity risks, legacy infrastructure constraints, data privacy concerns and talent shortages. It identifies untapped areas and opportunities for fintech innovation, including small and medium-sized enterprises (SME) lending, wealth management, insurance, trade finance and rural banking. Through a comprehensive analysis of industry trends, regulatory developments and technological innovations, this research paper provides insights into the transformative potential of fintech in the banking sector. It concludes with recommendations for banks, policymakers and stakeholders to capitalize on the opportunities presented by fintech integration, navigate regulatory challenges and leverage emerging technologies to drive innovation, growth and competitiveness in the digital banking era.

Influence of Digital Bank Services on the Financial Performance of the Commercial Banks

It is anticipated that the adoption of digitalization in Pakistan's banking industry will have an impact on how banks formulate financial services and products as well as how well these banks operate. This paper attempted to analyse the impact of the digital banking on Pakistani commercial banks' financial performance in order to achieve this goal. Quantitative research approach was utilized. Commercial banks were the target population of this research. There were 200 responders from Pakistani commercial banks in the sample. The study employed multiple regression analysis to examine how digital banking affects financial performance. According to this research, Pakistan's commercial banks' growing profitability was mostly because of an increase in digital customer deposits made through digital banking platforms. The research findings indicate that there was an rising trend in the ratio of digital bank transactions to total assets over the chosen study period. The overall percentage of assets while growing due to a further increase in information technology expenses, fees, and commissions. The research findings indicated that an increase in online banking transactions was favourably and strongly correlated with profitability. To boost digital banking and boost commercial banks' financial performance, the report advises bank management to improve it.

DIGITAL BANKING AND FINANCIAL INCLUSION: A REVIEW OF PRACTICES IN THE USA AND NIGERIA

This paper examines the role of digital banking in advancing financial inclusion in the United States and Nigeria, aiming to identify and compare practices and outcomes in these two distinct economic contexts. Through a comprehensive review of existing literature and analysis of case studies, the study explores how digital banking platforms and services have been implemented and their impact on underserved populations. The research methodology includes a comparative analysis of secondary data, policy documents, and interviews with key stakeholders in the banking sector of both countries.
 Key findings reveal that digital banking has significantly contributed to financial inclusion by providing accessible, affordable, and convenient financial services. In the USA, technological advancements and a robust regulatory framework have fostered a competitive digital banking environment, leading to innovative solutions for reducing barriers to financial access. Conversely, in Nigeria, despite facing infrastructural and regulatory challenges, mobile banking and digital payment services have seen rapid growth, driven by the necessity to reach unbanked populations in remote areas.
 The paper concludes that while both countries have made strides in leveraging digital banking for financial inclusion, the success and scale of implementation vary due to differences in economic development, regulatory environments, and technological infrastructure. It suggests that cross-country learning and adaptation of best practices could further enhance the effectiveness of digital banking in promoting financial inclusion globally. This study contributes to the understanding of digital banking's potential in bridging the financial inclusion gap and offers recommendations for policymakers and financial institutions in both developed and developing countries.
 Keywords: Digital Banking, Financial Inclusion, Regulatory Frameworks, Policy Initiatives, Mobile Money, Digital Payment Systems, Regulatory Sandboxes, National Financial Inclusion Strategies, Consumer Protection, Financial Stability, Cybersecurity, Digital Literacy, Fintech Innovation.

Emerging Trends in Fintech: Revolutionizing Financial Services in Commerce

Financial technology (Fintech) is revolutionizing commerce and reshaping the financial services industry through technological advancements, innovative business models, and collaborative ecosystems. This abstract provides an in-depth overview of the impact of Fintech on various aspects of commerce, including traditional banking, wealth management, e-commerce, supply chain finance, regulatory environment, and the role of startups and innovation hubs. Drawing insights from a comprehensive analysis of existing literature and research findings, this abstract explores the transformative potential of Fintech and outlines key implications and future directions for the industry. Evolution of Fintech has been propelled by advancements in technologies such as blockchain, artificial intelligence (AI), and machine learning (ML). These technologies enable decentralized and transparent transactional capabilities, data-driven insights, and automation, driving efficiency and innovation across the financial services landscape. In particular, the integration of Fintech in traditional banking has led to the rise of digital banking platforms, mobile payment solutions, and peer-to-peer lending networks, challenging traditional banking practices and enhancing customer experiences. Furthermore, automated wealth management platforms and robo-advisors are democratizing access to investment services, offering individualized investment advice, and reshaping wealth management strategies. The integration of Fintech in e-commerce and supply chain finance is enhancing efficiency, transparency, and security in online transactions, benefiting both merchants and consumers. Digital wallets, payment gateways, and blockchain applications are streamlining payment processing and optimizing cash flow across the supply chain ecosystem. While Fintech presents significant opportunities for innovation and growth, it also poses regulatory challenges and considerations. The regulatory environment surrounding Fintech is complex and multifaceted, requiring a balance between promoting innovation and ensuring consumer protection, market integrity, and financial stability. Collaboration between startups, established institutions, and regulatory authorities is essential for navigating regulatory complexities and fostering a conducive environment for Fintech growth. Startups and innovation hubs play a crucial role in driving Fintech innovation and entrepreneurship, providing support infrastructure, mentorship, and access to capital. These stakeholders foster collaboration, experimentation, and knowledge exchange, accelerating industry transformation and driving economic development. Moreover, collaboration between traditional financial institutions and Fintech startups is essential for driving innovation and expanding access to financial services.

RECENT TRENDS OF CRM PRACTICES IN NATIONALISED BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY

In today’s competitive banking environment, Customer Relationship Management (CRM) has become essential for nationalised banks striving to enhance customer satisfaction and loyalty, especially in urban areas like Coimbatore City. This study aims to explore recent trends in CRM practices within nationalised banks, with a focus on assessing their effectiveness in improving customer service utilization and satisfaction. The problem addressed is the need for nationalised banks to adapt CRM strategies that meet customer expectations and maintain loyalty amid growing competition from private and digital banks. The research objectives are to analyze the effectiveness of CRM strategies in enhancing service utilization and to assess their impact on customer satisfaction in Coimbatore. A Descriptive Research Design was employed, and data was collected from a sample of 134 respondents using Convenience Sampling. The study uses statistical tools such as ANOVA, Correlation Analysis, and Multiple Linear Regression to examine relationships among CRM strategies, service utilization, and customer satisfaction. Key findings reveal that digital banking tools, personalization, and user-friendly interfaces are highly valued by younger customers. Moreover, locality and educational level significantly influence CRM effectiveness, highlighting the need for location-specific strategies. Recommendations include enhancing digital banking platforms, expanding ATM networks, and investing in customer service training to improve conflict resolution. In conclusion, effective CRM strategies are essential for boosting customer satisfaction and fostering loyalty, underscoring the importance of continual adaptation and innovation in nationalised banks’ CRM practices to meet evolving customer needs in Coimbatore City.