Open Access: View PDF

DOI:

Abstract

Use of technology in the delivery of banking services is progressively becoming more common as it is being employed to reduce costs and eliminate uncertainties. This research studies the role that technology plays in Indian banking, challenges and issues faced by banks and its impact on the delivery of perceived service quality. The paper further focuses on how different sets of banks i.e. public, private and foreign banks in India are using digital banking for improving the quality of service delivery with the objective of enhancing customer satisfaction. A sample of 531 banking customers covering public, private and foreign banks was taken and statistical tools were applied on the data collected. Results indicate that though most of the customers are satisfied with the digital banking services of their respective banks, still they have some perceptual issues with some aspects like communication with the customers, taking customer feedback, response to the customers’ query, etc. on electronic banking. These issues were further discussed with the respective banks to find out challenges faced by them while delivering techno-based services.

Keywords: Digital Banking; Service Quality; Service Delivery. 

Corresponding Author : Vaishali Pagaria, Associate Professor, Department of Business Management, Malla Reddy College of Engineering and Technology, Hyderabad, Telangana State, India - 500100.