A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Das, Arindam
- Impact of Demonetization on Adoption of Digital Banking Services in India: A Case Study in Rural and Suburban Area of West Bengal
Authors
1 Department of Commerce, University of Burdwan, Burdwan-713104, IN
Source
Indian Journal of Economics and Development, Vol 6, No 10 (2018), Pagination: 1-9Abstract
Objectives: To examine the awareness and adoption level of people of rural and urban India about Digital Banking Services (DBS) at pre and post demonetization era.
Methods/Statistical Analysis: In this work, we have studied the effects and shifting trends in availing DBS and change in perception on Banking Services of customer, which is supported by a survey based on 500 respondents. One way ANOVA test has been employed to examine the possibility of existence of any statistically significant difference between adoption rate of DBS and different factors such as demonetization knowledge, reliability, transaction efficiency, customer support, service security, ease of use, performance and service content.
Findings: It has been observed that though rural and urban people have a noticeable awareness about the demonetization process but the percentage of users for all categories of DBS (card, internet and mobile) are very high for the urban sector than the rural sector. The rural people are found to be more convenient to use card banking (percentage of only card banking facility users is 63.00%) than the other two categories of DBS (internet and mobile banking). Similarly, demographic profile such as gender, education, occupation, age, income creates an impact for availing DBS. It has also been observed that adoption level of digital banking service is dependent on demonetization knowledge, reliability, customer support, service security, ease of use and performance (p <0.05). But the Statistically insignificant effect has been observed on transaction efficiency (p= 0.398>0.05) and service content (p =0.059 > 0.05) on adoption of digital banking services.
Application/Improvements: This study indicates that bankers and service designers should organise different campaign and hand-on training that may inspire people for adopting DBS and moving India towards ‘Digital India’.
Keywords
Digital Banking Services, Demonetization, Demography, ANOVA Test, DBS Adoption Rate.References
- A. Kumar. Demonetization and cashless banking transactions in India. International Journal of New Innovations in Engineering and Technology. 2017; 7(3), 30-36.
- M.S. Ali, M.W. Akhtar, S.K. Safiuddin. Digital payments for rural India – challenges and opportunities. International Journal of Applied Economics. 2017; 7(1), 31-38.
- R. Gayathiri, K. Anishaa, G. Anandhi. Demonetization and digital payments. International Journal of Commerce and Management Research. 2017; 3(3), 75-78
- A.K.Pandey, S. Chaudhary. Affect of demonetization on e-commerce. Journal of Maharaja Agrasen College of Higher Education. 2017; 4(1), 1-11.
- S. Dareker, M. Peshave. Surviving demonetization - a fight of the restaurant industry. Journal of Hospitality. 2017; 3(1), 8-12
- C.S. Ravi. Digital payments system and rural India: A review of transaction to cashless economy. International Journal of Commerce and Management Research. 2017; 3(5), 169-173.
- S. Reshma, A.D. Juli, T.A. Athira. Trend of e-commerce on rural area: pre demonetization and post demonetization. International Journal of Advanced Research and Development. 2017; 2(2), 38-41.
- V. P.Kakkad. An empirical study on impact of the demonetization and cashless transaction on the respondents of Rajkot city. Journal of Research in Commerce & Management. 2017; 6(3), 1-9.
- P. Kalyani. An empirical study of the effects of demonetization in india in the year 2016 and analyzing shifting trends in marketing / purchasing to the alternative options. Journal of Management Engineering and Information Technology. 2016; 3(6), 20-34.
- H. Tiwari, S.N. Singh. Impact of demonetization on sectoral indices of NSE. International Journal of Pure and Applied Researches. 2017; 2(1), 37-46.
- S. Mehta, K. Patel, K. Mehta. Demonetization: shifting gears from physical cash to digital cash. Voice of Research. 2016; 5(3), 47-50.
- P. Shendge, B.G. Shelar. Impact and Importance of cashless transaction in India. International Journal of Current Trends in Engineering & Research. 2017; 3(4), 22–28.
- S. Singhal. Demonetization and E-banking in India. International Journal of New Technology and Research. 2017; 3(1), 20-25.
- P.K. Kumar, M.A. Pasha. A study to propose a model for consumers’ attitude towards online banking after recent demonetization in India. Saudi Journal of Business and Management Studies. 2017; 2(1), 1-3.
- V. Venkatesh, M. Morris. Why don’t men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behaviour. MIS quarterly. 2000; 24(1), 115-139.
- E. Teker, B. Aktan, P. Erosy. Changing face of banks and the evaluation of internet banking in Turkey. Journal of Internet Banking and Commerce. 2009; 14(1), 1-11.
- J.R. Premalatha. Influence of demographic profile on acceptance of Internet banking in a non metro city in Tamil Nadu, India: An empirical study. Journal of Internet Banking and Commerce. 2014; 19 (3), 1-15
- Z. Liao, M.T. Cheung, Measuring consumer satisfaction in internet banking: A core framework. Communications of the ACM. 2008; 51(4), 47-51.
- R. Safeena, H. Date, A. Kammani. Internet banking adoption in an emerging economy: Indian consumer’s perspective. International Arab Journal of e-Technology. 2011; 2, 56-64.
- M.Hanif, M.Tariq, A. Tahir, W.U. Momeneen. Comparative performance study of conventional and islamic banking in Pakistan. International Research Journal of Finance & Economics. 2012; 83, 62-72.
- K.A. Kabeer. An empirical study of factors influencing adoption of Internet banking among students of higher education: Evidence from Pakistan. International Journal of Finance & Banking Studies. 2013; 2(2), 87-99.
- K. Kaur, M. Kaur. Adoption and diffusion of electronic banking by customers: critical analysis of empirical evidences. International Journal of Financial Management. 2011; 1 (1), 29-46.
- S. Laforet, X. Li. Consumers’ attitudes towards online and mobile banking in China. International Journal of Bank Marketing. 2005; 23(5), 362-380.
- D. Azouzi. To check if the current and prompt technological revolution altering the whole world has crucial impacts on the Tunisian banking sector. Journal of Internet Banking and Commerce. 2009; 16(3), 69-82.
- P. Vidyapriya, M. Mohanasundari. Customer responsiveness on banking technology products in rural South India. Asian Journal of Managerial Science. 2015; 4 (1), 27-32.
- M. Sathye. Adoption of Internet banking by Australian consumers: an empirical investigation. International Journal of Bank Marketing. 1999; 17(7), 324-334.
- Z. Liao, M.T. Cheung. Internet-based e-banking and consumer attitudes: an empirical study. Information & Management. 2002; 39(4), 283-295.
- T.M. Qureshi, M.K. Zafar, M.B. Khan. Customer acceptance of online banking in developing economies. Journal of Internet Banking and Commerce. 2008; 13(1), 1-9.
- T.D. Juwaheer, S. Pudaruth, P. Ramdin. Factors influencing the adoption of internet banking: a case study of commercial banks in Mauritius. World Journal of Science- Technology and Sustainable development. 2012; 9(3), 204-234.
- M. Jannat, I. Ahmed. Factors influencing customer satisfaction of mobile banking services: a study on second-generation banks. European Journal of Business and Management. 2015; 7(26), 88-96.
- A. Jayaram. A data mining system for sentiment classification of indian currency demonetization using naive bayes classifier algorithm. International Journal of Research in IT and Management (IJRIM). 2017; 7(10), 49-61
- N.R.H. Hatekar, M.H. Adil. Demonetization: was there an alternative? International Journal of Applied Economics. 2017; 7(1), 81-93.
- S.M. Jayasudha, M. Thangavel. An empirical study on the major problems faced due to demonetization by the small retailers in Erode City. IOSR Journal of Humanities and Social Science. 2017; 18-20.
- S.A. Jaiswal, K.N. Jagtap. A risk of demonetisation and its impact on various sectors. International Education and Research Journal. 2017; 3(5), 511-513.
- Service Quality Analysis on Digital Banking Services in India: A SERVQUAL Approach
Authors
1 Department of Commerce, University of Burdwan, Burdwan - 713104, IN
Source
Indian Journal of Economics and Development, Vol 6, No 12 (2018), Pagination: 1-9Abstract
Objectives: Indian banking industry has witnessed tremendous development due to extensive changes towards Digital Banking Services. Moving towards this Digital Era, need to reduce the gap between what service customers expect and what they perceive.
Methods/Statistical analysis: This study focuses on the analysis of the two Service Quality Gaps (Gap -3 and Gap -5), developed by Parsuraman and Berry. Gap -3 arises from the provider side which identifies a gap between the customer-driven service design and standards and service delivered whereas Gap 5 develops from the customer side which recognizes a gap between customer expectation and their perception of digital banking services (DBS). In this work seven, slightly modified dimensions (reliability, transaction efficiency, customer support, and service security, ease of use, performance and service content) which are relevant to the Indian context have been considered. The database has been collected from 1000 respondents. Confirmatory factor analysis has been conducted to the seven dimension measurement model to test the dimensionality, convergent and discriminate validity and the model fit has been discussed.
Findings: It has been observed that Cronbach’s alpha (α) values of seven dimensions are higher than the minimum threshold of 0.7. All the dimensions also satisfy the conditions of convergent validity. In our study it has been observed that goodness of fit indicators such as Normed Fit Index (NFI) = 0.920; Relative Fit index (RFI) = 0.908; non-normed fit index (TLI) = 0.929; comparative fit index (CFI) = 0.938 suggest acceptability of the model and the badness of fit indicator Root Mean-Mean-Square Error of Approximation (RMSEA) is 0.056 and is below the recommended limit of 0.08. Though a positive weighted score has been found out in both Gap 3 and Gap 5, but in Customer side Gap (GAP 5), negative gaps have been observed in the dimensions of customer support, transaction efficiency and ease of use. In Gap 5 only a negative gap has been identified in Customer service or responsiveness. From the different bank side, the provider also agreed with the fact that, sometimes customer support or responsiveness may create a real problem for availing DBS because of huge pressure and sudden changes in government policies.
Application/Improvements: At the end, this research suggests to reduce the gap of customer support, transaction efficiency and ease of use by organizing different campaigns, hands-on training, improving the customer care department and developing the more user-friendly technology and moving the banking service towards successful digitalization.
Keywords
Digital Banking Service, Modified Dimensions, SERVQUAL Model, GAP-Score.References
- S.W. Brown, T.A. Swartz. A gap analysis of professional service quality. Journal of Marketing. 1989; 53(2), 92-98.
- P.B. Crosby. Quality is free: the art of making quality certain. Business & Economics. New York: McGraw-Hill. 1979; 1-309.
- J.M. Carman. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing. 1990; 66(1), 33-55.
- A. Parasuraman, A. Zeithaml, L.L. Berry. A conceptual model of service quality and its implications for future research. Journal of Marketing. 1985; 49(4), 41-50.
- A. Parasuraman, A.V. Zeithaml, L.L. Berry. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. 1988; 64(1), 12-40.
- A. Parasuraman, L.L. Berry, A.V. Zeithaml. Refinement and reassessment of the SERVQUAL scale. Journal of Retailing. 1991; 67(4), 420-450.
- C. Grönroos. A Service Quality Model and Its Marketing Implications. European Journal of Marketing. 1984; 18(4), 36-45.
- R. Johnston. The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management. 1995; 6(5), 53-71.
- M.R. Stafford. Demographic discriminators of service quality in the banking industry. The journal of services marketing. 1996; 10(4), 6-22.
- F. Buttle. SERVQUAL: Review, critique, research agenda. European Journal of Marketing. 1996; 30(1), 8-32.
- K. Bahia, J. Nantel. A reliable and valid measurement scale for perceived service quality of bank. International Journal of Bank Marketing. 2000; 18(2), 84-91.
- N.S. Woo, C.T. Ennew. Measuring business-to-business professional service quality and its consequences. Journal of Business Research. 2005; 58(9), 178-1185.
- K. Choudhury. Service quality dimensionality: a study of the indian banking sector. Journal of Asia-Pacific Business. 2007; 8(4), 21-38.
- M.Y. Tileng, W.H. Utomo, R. Latuperissa. Analysis of service quality using servqual method and Importance Performance Analysis (IPA) in population department, Tomohon city. International Journal of Computer Applications. 2013; 70(19), 23-30.
- M. Brahmbhatt, D. Panelia. An assessment of service quality in banks. Global Management Review. 2008; 2(4), 1-17.
- S. Akter, S.K. Ghosh. Customer expectations and perceptions towards health services through SERVQUAL model–An evaluation of medical diagnosis services in Bangaldesh. Prestige Journal of Management and Research. 2006; 10(1&2), 58-72.
- R. Hinson, A. Mohammed, R. Mensah. Determinants of ghanaian bank service quality in a universal banking dispensation. Banks and Bank Systems. 2006; 1(2), 1-14.
- A.Q. Othman, L. Owen. Adopting and measuring customer service quality in islamic banks: a case study in kuwait finance house. International Journal of Islamic Financial Services. 2001; 3(1), 1-26.
- M. Joseph, C. Mcclure, B. Joseph. Service quality in the banking sector: the impact of technology on service delivery. International Journal of Bank Marketing. 1999; 17(4), 182-193.
- M. Sathye. Adoption of Internet banking by Australian consumers: an empirical investigation. International Journal of Bank Marketing. 1999; 17(7), 324-334.
- M.J. Bitner, S. Brown, M.L. Meuter. Technology infusion in service encounters. Journal of the Academy of Marketing Science. 2000; 28(1), 138-149.
- S.G. Hazra, K.B. Srivastava. Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector. ICFAI Journal of Marketing Management. 2009; 3(3&4), 75-95.
- N. Jain, P. Malhotra. Factors affecting consumer attitude towards internet banking in India. International Journal of Research in IT & Management. 2012; 2(12), 68-79.
- J.S. Benamati, M.A. Serva. Trust and distrust in online banking: Their role in developing countries. Information Technology for Development. 2007; 13(2), 161-175.
- T.M. Qureshi, M.K. Zafar, M.B. Khan. Customer acceptance of online banking in developing economies. Journal of Internet Banking and Commerce. 2008; 13(1), 1-9.
- A. Sarangapani, T. Mamatha. E-banking: implementation and challenges. E- Business. 2008; 9(7), 32-34.
- R. Ganesan, K. Vivekanandan. A secured hybrid architecture model for internet banking (E-Banking). Networking and Communication Engineering. 2009; 1(1).
- T.D. Juwaheer, S. Pudaruth, S.P. Ramdin. Factors influencing the adoption of internet banking: a case study of commercial banks in mauritius. World Journal of Science-Technology and Sustainable Development. 2012; 9(3), 204-234.
- M. Jannat, I. Ahmed. Factors influencing customer satisfaction of mobile banking services: a study on second-generation banks. European Journal of Business and Management. 2015; 7(26), 88-96.
- Z. Liao, M.T. Cheung. Internet-based e-banking and consumer attitudes: an empirical study. Information & Management. 2002; 39(4), 283-295.