Authors: Shubhendra Singh Parihar; Masood H. Siddiqui; Shyamji Mehrotra
Addresses: Department of Business Management, Jaipuria Institute of Management, Vineet Khand, Gomti Nagar, Lucknow, India ' Department of Statistics, University of Lucknow, Lucknow, India ' Department of Business Management, Jaipuria Institute of Management, Vineet Khand, Gomti Nagar, Lucknow, India
Abstract: The psychological and socioeconomic impact of the COVID-19 pandemic is significant and has changed the global order. Strict confinement has changed our everyday life and our buying behaviour. The purpose of this paper is to examine the impact of COVID-19 on the behaviour of digital payments in the Indian context. The cluster analysis technique is used to classify the types of customers according to their payment behaviour. The first group of clients may be described as 'late majority' and the second group of clients as 'early majority'. The results suggest that fear of COVID-19 has contributed to digital initiatives by banks. The findings of this paper can be used by private and public sector banks or other small banks to understand the future implications of it in their payment operations and future policy to optimise the operational cost.
Keywords: banking behaviour; consumer behaviour; digital payment; fear to use technology; online frauds.
International Journal of Business Process Integration and Management, 2021 Vol.10 No.3/4, pp.259 - 266
Received: 01 Apr 2021
Accepted: 12 Jul 2021
Published online: 11 Jul 2022 *