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Customer Perception and Adoption of Digital Banking


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1 Delhi School of Economics, University of Delhi, Delhi, -11007, India
     

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The present study has focused on customer who uses digital banking. The objective of the study is to find the customer perception and adoption of the digital banking. The study also explored the consumer awareness, perceptions and willingness to engage in using a smart phone to replace the content of their physical wallets. Population for the research are the customers who use mobile apps as a major medium for doing banking transaction. Major findings of the research aredigital banking is getting popularity among the young lots such as students and employees. Further the study also explored which Digital banking gateway services are preferred by the consumers. The main influencing factors have been identified as time, convenience, security, loyalty/reward points and discount deals etc. Making payment through digital banking can be a great benefit to the users in terms of convenience, saving time and money. One of the prime obstacles is security issues, due to which the users gets anxious about his or her confidential information which may get disclosed. Therefore, the digital payment providers need to understand and meet or even exceed towards the users trust expectations. This includes not only addressing security and privacy concerns but also safeguarding the backup mechanism if the phone is lost or stolen. The study mainly focused on Security, Necessity, Time and satisfaction of the services used that affect the consumer’s perception toward digital payments.

Keywords

Mobile Apps, Digital Banking, Customer Perception, Customer Adoption.
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  • Customer Perception and Adoption of Digital Banking

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Authors

Shamsher Singh
Delhi School of Economics, University of Delhi, Delhi, -11007, India
Ravish Rana
Delhi School of Economics, University of Delhi, Delhi, -11007, India

Abstract


The present study has focused on customer who uses digital banking. The objective of the study is to find the customer perception and adoption of the digital banking. The study also explored the consumer awareness, perceptions and willingness to engage in using a smart phone to replace the content of their physical wallets. Population for the research are the customers who use mobile apps as a major medium for doing banking transaction. Major findings of the research aredigital banking is getting popularity among the young lots such as students and employees. Further the study also explored which Digital banking gateway services are preferred by the consumers. The main influencing factors have been identified as time, convenience, security, loyalty/reward points and discount deals etc. Making payment through digital banking can be a great benefit to the users in terms of convenience, saving time and money. One of the prime obstacles is security issues, due to which the users gets anxious about his or her confidential information which may get disclosed. Therefore, the digital payment providers need to understand and meet or even exceed towards the users trust expectations. This includes not only addressing security and privacy concerns but also safeguarding the backup mechanism if the phone is lost or stolen. The study mainly focused on Security, Necessity, Time and satisfaction of the services used that affect the consumer’s perception toward digital payments.

Keywords


Mobile Apps, Digital Banking, Customer Perception, Customer Adoption.

References