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

Authors: Liaqat Ali; Simran Jit Kaur

Addresses: School of Management Studies, Punjabi University, Patiala, 147002, India ' School of Management Studies, Punjabi University, Patiala, 147002, India

Abstract: Technology has made a tremendous contribution in the banking industry in terms of increased market share of banks, and easy and quick accessibility of banking services to customers. The present study concentrates on understanding customers' overall perspective about technology-enabled banking services (TEBS). The survey was conducted among 337 users of TEBS selected from public and private sector banks in the states of Punjab, Haryana and Union Territory of Chandigarh. The study revealed three significant factors measuring the consumers' perception of TEBS in India namely: perceived ease of use, convenience and accessibility and prior experience of technology through factor analysis. Further, the ANOVA technique was employed to analyse the association between the identified factor of customers' perception and demographic variables. The results of this study highlight that age and internet availability have a significant association with all the factors but gender appears to have no impact on customers' perception.

Keywords: banking services; customers perception; banking technology; ease-of-use; service quality; factor analysis; demographic attributes; India.

DOI: 10.1504/JGBA.2022.130419

Journal for Global Business Advancement, 2022 Vol.15 No.4, pp.447 - 468

Received: 07 May 2019
Accepted: 31 May 2019
Published online: 20 Apr 2023 *

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