Banking Services In India Research Articles

Measuring of Digital Banking Service Quality on Customer Satisfaction with Reference to Bengaluru

Purpose: The study aims at adding to the existing knowledge of how service quality of Digital Banking has an influence on customer satisfaction of Banks in a Metropolitan City like Bengaluru. This will help Banks and policy makers to understand the internet banking dimension and its contribution to customer satisfaction. With the increased usage of Online banking services in India post COVID. India has emerged as the largest user of Online Payment system, there is an increased need to study the service quality of Digital Banking facility. Design and Methodology: An exploratory survey was conducted with the help of Likert Scale Questionnaire conducted to investigate the impact of Digital Banking service quality on customer satisfaction in Bengaluru. Convenience sampling was used, and various kinds of Digital banking customers were approached in Bengaluru. Data was collected from a sample of 216DigitalBanking customers. Descriptive statistics, correlation, confirmatory factors analysis are used to analyze the data Findings: The findings suggest that there is a noteworthy correlation between the characteristics of online banking service quality and the level of customer satisfaction among internet banking users. Customer satisfaction in online banking is attributed to each of the following dimensions: efficiency, system availability, fulfillment, privacy, contact, responsiveness, and contact. Implication of the Study: The Research will help bank Managers, policy makers to focus on these factors which have a great impact on satisfying the customers which will result in better service quality of Digital Banking services which ensure greater usage of banking services and prosperity resulting in greater number of transactions benefiting the economy.

Using Artificial Intelligence to Improve Banking Services in India: A Review and Prospects for the Future

Abstract: Across the globe, artificial intelligence (AI) is revolutionizing the financial industry, and India is no exception. Artificial intelligence (AI) technologies are transforming a number of banking services, including customer care, risk management, fraud detection, and personalized financial advice. These innovations are attributed to the development of sophisticated machine learning algorithms, natural language processing, and data analytics. This study offers a thorough analysis of how artificial intelligence (AI) is enhancing banking services in India, looking at the prospects, obstacles, and state of the industry now.We highlight the most important AI applications in Indian banking, including chatbots for customer service, predictive analytics for credit scoring, and algorithmic trading for investment management, through a review of recent research articles, industry reports, and case studies. We also go over the ethical issues, legal framework, and possible societal repercussions of AI use in the Indian banking industry. In conclusion, we provide perspectives on forthcoming patterns and avenues for investigation to fully leverage artificial intelligence in augmenting banking amenities and promoting financial inclusivity in India.

Exploring the factors influencing hesitation among textile industry weavers in adopting digital banking services in India

These small textile weavers in this emerging country such as India have been hesitant to adopt digital banking methods. This is due to a lack of awareness and trust in digital payment systems, as well as a preference for traditional payment methods. Additionally, many small textile weavers lack the necessary infrastructure, such as smartphones and internet connectivity, to engage in digital banking. These challenges have created a barrier for small textile weavers to fully participate in India's growing digital economy. This study is an attempt not only to highlight the various realistic problems that are responsible for hesitation among textile weavers of India in the usage of digital banking but also to formulate a suitable model that could depict the significant variables that are responsible for the hesitation in the usage of digital banking among small textile weavers by using Step-wise regression method. The study relies on primary data collected by questionnaire from weavers in the top ten states in India based on residence and number of weavers, with 454 weavers participating from various states. The results of the study depict that there are 5 significant factors or predictors that are responsible for the hesitation among weavers of India in using e-banking namely a sense of insecurity due to cyber-crime, unaffordability of smartphones, lack of knowledge in operating smartphones, demonstration effect and network issues.

India: Ability, Knowledge, and Application of Digital Banking to Achieve Financial Inclusion

The analysis of digital banking in India and its effects on financial inclusion will be aided by this article. According to the hypothesis, there isn’t a meaningful connection between financial inclusion and digital banking. However, information about online banking services in India and the pace at which banking services are used is what provides proof of the expansion of financial inclusion during the last eight years through the use of digital banking systems. Secondary sources, such as the Reserve Bank of India website and global bank data, provided the study’s data.

Examining the Determinants of Mobile Banking App Continuance Intention in India: An Extension of the IS Success Model

This research investigates the factors that influence the post-adoption behavior of users of mobile banking applications, i.e., continuance intention. A research framework was proposed by extending the IS success model in the context of post-adoption behavior of mobile banking app users. A sample of 345 current users of mobile banking applications was selected using convenience sampling. Service quality, information quality, system quality, perceived risk, and perceived trust substantially affect customer satisfaction. Satisfaction has mediated the relationship between these indicators and the desire to continue using mobile banking services in India. Moreover, the key drivers of mobile banking continuation intention were service quality, perceived risk, trust, and satisfaction.

Factors Affecting the Adoption of Digital Banking Services in India: Evidence from World Bank's Global Findex Survey

Background and statement of the problem: As the majority of the population in India is still using conventional banking services, it is imperative to assess the determinants of digital banking adoption. This paper analyses the factors affecting the adoption of digital banking services in India using the Technology Acceptance Model (TAM). Research methodology and data: This study is based on the World Bank's Global Findex Survey 2017 data, covering 3000 respondents from India. The chi-square test, Spearman rank correlation, and multiple hierarchal regression model have been used to analyse the data and test the research hypotheses. The association between demographic characteristics and the adoption of digital banking has been analysed using the chi-square test. Further, Spearman rank correlation has been used to assess the direction of the relationship between the adoption of digital banking services and both the components of the Technology Acceptance Model (TAM). Finally, multiple hierarchal regression has been used to estimate perceived usefulness and ease in using digital banking services. Research findings: The penetration of internet and mobile has induced the adoption of digital banking systems in India. Still, only 35 percent respondents have reported usage of digital banking services in the country. The analysis shows a significant association between demographic characteristics and adoption of digital baking services. Further, the correlation analysis indicates a positive and significant relationship between the adoption of digital banking services and components of the Technology Acceptance Model (TAM). Perceived usefulness and perceived ease in using banking services show a positive and significant impact on the adoption of digital banking services, with controlling effect of demographic characteristics of the respondents. Policy implications: Recently, the government has provided a new direction to the banking sector to establish Digital Banking Units (DBUs) for delivering holistic digital solutions to its customers. As India is rapidly and aggressively moving towards the digitization of banking services, this study provides timely feedback based on the perception of the adult population for effective targeting and positioning of digital banking efforts.

Customer Satisfaction for Retail Banking Services in India: A Comparative Study of Private and Public Sector Banks

Any successful business depends on its ability to keep customers happy, and this is certainly true of India's banking sector. An important area of Indian banking is retail banking, which provides financial services to private citizens and small enterprises. Banks in both the public and commercial sectors are vying to offer their customers the best services possible as a result of the intensifying market rivalry. Customers now demand more from businesses and anticipate seamless, convenient banking experiences because of the growth of digital banking and mobile payments. Indian banks, both public and private, are particularly focused on ensuring customer satisfaction for their retail banking services.Customers' preferences for online banking services have changed significantly in recent years, marking a substantial shift in consumer behaviour. Customers still place a high value on the usefulness of in-branch banking services and the high standard of customer care offered by bank employees. For this reason, banks must concentrate on offering a seamless and integrated multichannel experience that fulfills customer expectations.

Predictors of Customer Loyalty in Digital Banking among Indian Youth

Abstract: Loyalty is a highly priced term as the market has one, too many of the same kind mushrooming with a very small variant on the unique selling proposition. This delta variant in the banking industry is called Internet Banking. You could use the same from any geography at any time and on any holiday in any currency. Now this kind of convenience is available in all segments of the service industry globally. All we want to understand is the customer loyalty of the generation born after the introduction of digital banking services in India. This generation never experienced the transition from a train to plane, landline to mobile, automatic to robotic, cash to digicash. The research investigates which factors are essential to build loyalty among these youth and new generation customers using internet banking. A questionnaire was developed and distributed to 328 youth between age 18 and 25 years. They were identified using convenience sampling. The results show that, perceived Ease of use, Attitude, Trust has high impact on Customer loyalty in new generation of Internet banking users. Index Terms: Digital Banking, Customer Loyalty, Structural Equational Modelling

From traditional banking to technology-enabled banking services in India: a study of bank customers' perceptive

From traditional banking to technology-enabled banking services in India: a study of bank customers' perceptive

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

From traditional banking to technology-enabled banking services in India: a study of bank customers' perceptive

From traditional banking to technology-enabled banking services in India: a study of bank customers' perceptive

CUSTOMERISATION OF BANKING SERVICES IN INDIA

CUSTOMERISATION OF BANKING SERVICES IN INDIA

Customer Perception and Preferences towards Banking Services in India – A Case Study of Varanasi Region

Marketing is a critical business domain and is an essential instrument for attaining a competitive advantage in services. It is also considered a potent tool for attracting, holding, and satisfying customers for the organization offering services. In India, the banking industry has been experiencing ups and downs for a long. In order to solve these problems and manage the challenges, the banks need to evolve and implement effective marketing strategies based on a customer-centric approach. This study focuses on one of the essential elements of service marketing, i.e., Process: Process used in banking services, customers' perception towards this process, and suggestive measures to improve the banking services' process to their customers. The study is based on primary data gathered with the help of a survey method. The survey has been conducted with the help of a structured questionnaire. In order to obtain opinions and views of customers, a sample of 100 customers of different banks has been taken. With different statistical tools such as the weighted average method and ranking, the paper concludes that most of the banks' customers are moderately satisfied with the service delivery process.

Adoption of electronic banking services in India: an extension of UTAUT2 model

Indian banks have paid sufficient attention to recent innovations in banking services delivery such as e-banking, mobile banking, mobile payment, e-wallet, and e-money services, still the acceptance of these services among consumers is sluggish. Therefore, the present study aims to identify the intention of consumers to adopt various e-banking services. The study adopted the UTAUT2 model (Unified Theory of Acceptance and Use of Technology) and extended it with constructs such as consumer innovativeness, perceived risk, and security information availability. The extended research model was tested using a questionnaire-based response collected from 721 consumers. CB-SEM (Covariance-based structural equation modeling) was used to examine the hypotheses. An empirical examination of the model helped explain the impact of the UTAUT2 model's constructs in predicting adoption intention toward e-banking services. The study also revealed the importance and impact of newly incorporated variables in explaining consumers' adoption intention toward e-banking services. The study has provided some useful insight into the factors influencing consumers' intention to adopt e-banking services to shed new light.

Merchant Banking in India

Merchant banking services contribute to a country's economic progress by serving as sources of finances and information for businesses. The importance of merchant banking services in India is undeniable, given the country's economic growth. These financial institutes also act as corporate advising boards, assisting corporations in making informed decisions about how to engage in various financial activities. The emergence of merchant banking in India is examined in this study, with a focus on its history and evolution. The first half of the article is devoted to describing merchant banking's operation and how it is regulated by the SEBI. The second section of the paper went over the procedural requirements that the SEBI has defined.

Modern Banking Services in India

Modern Banking Services in India

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

An epidemiological study of computer related health problems and stress among bank employees in the vicinity of a tertiary care hospital

Background: Due to the upsurge in information technology and daily increase in the number of computer usage in banking sector and increasing use of online banking services in India, there is need for research into computer related health problems. The objectives of the study were to estimate prevalence of computer related health problems and stress among Bank employees and to study its association with their working environmental conditions.Methods: A cross sectional study was conducted, with a pre-tested, pre-designed questionnaire in 19 banks among 255 bank employees aged 25 to 50 years by census enumeration method in urban field practice area for 18 months. Inclusion criteria included employees working in current job since the past 2 years and on computer for at least 5 days/week and minimum 4 hours/day. The questionnaire included socio-demographic details, working environment and problems experienced while working on computers. Modified standardized Nordic questionnaire (musculoskeletal), depression anxiety stress scales (DASS) (stress), Snellen`s-Jaeger’s chart (visual acuity) and digital lux meter (illumination) was used. Statistical analysis was done using Statistical Package for the Social Sciences (SPSS) version 25.0.Results: The proportion of musculoskeletal, symptoms of Carpal tunnel syndrome due to keyboard use, visual problems and stress was found to be 69%, 60%, 58% and 38% respectively. Statistically significant association was found between visual, musculoskeletal complaints and duration of service, time spent on computers, level of computer desktop and ergonomic design of sitting chair. Stress had significant co-relation with age, duration of service, duration of using computers and addictions.Conclusions: Banks should adopt ergonomic workplace design for better health, well-being and productivity of bank employees.

Financial Inclusion and Growth of Banking Services in India

Financial Inclusion and Growth of Banking Services in India

Customer Awareness towards E Banking Services in India- A comparative Study of Public and Private Sector Banks

Customer Awareness towards E Banking Services in India- A comparative Study of Public and Private Sector Banks