A study of Customer perception regarding Issues and Challenges in Digital Banking

Abstract

Digitization is the advent of information communication technology (ICT) and information technology proved as a magic for banking sector. Banks are investing a big proportion of its funds on digital banking services but still these channels are not used by all the bank’s customers. The inequality has also been examined in usage of all digital banking channels. This study emphasized to find out the perceived issues and challenges faced by customers in availing digital banking services. The relationship between demographic factors and digital banking is calculated by applying chi square test and the relationship between customer dissatisfaction and their adoption of digital banking is calculated by applying t-test. Awareness of customers towards digital banking has also been examined in this study.