Title: The impact of customer's training of digital banking services on its acceptability by customers' in India

Authors: Nitin Bansal; Nishtha Pareek; Abhinav Nigam

Addresses: SBI School of Commerce and Banking, FMS WISDOM, Banasthali Vidyapith, Tonk, Rajasthan, India ' SBI School of Commerce and Banking, FMS WISDOM, Banasthali Vidyapith, Tonk, Rajasthan, India ' FMS WISDOM, Banasthali Vidyapith, Tonk, Rajasthan, India

Abstract: Training programme to customers is a highly crucial component whilst enhancing the effectiveness and efficiency of the customers to adopt a new technology or upgrade the existing one. This study has focused on the analysis of impact of training programme of digital banking services to customers on the acceptability of digital banking services by customers in India. This study has administered the factor analysis to analyse the applicability and reliability of scale, i.e., training programme of digital banking services to customers, before the stepwise method (forward selection) of multiple linear regression was used. Primary data on 5-point Likert scale has been collected from the Delhi region with the help of questionnaires through a self administered approach. Stratified sampling technique was used and total of 402 useful schedules were considered for analysis of data using SPSS version 23. The results of the study show that there is a positive impact of training programme to customers on the usability and acceptance of digital banking services by the customers which leads to the reduction in the banking cost of the customers.

Keywords: digital banking services; training to customers; customer's acceptability; risk; trust; cost reduction; frequency of training; internet.

DOI: 10.1504/IJBG.2022.122665

International Journal of Business and Globalisation, 2022 Vol.30 No.2, pp.207 - 231

Received: 23 Apr 2019
Accepted: 07 Jul 2019
Published online: 05 May 2022 *

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