Technologies in Indian Banks and Customers’ Perception: An Empirical Study in Maharashtra

Abstract

The traditional function of banking is limited to acceptance of Deposits and providing the credit in the market. Today’s banking is known as Innovative banking. The coming together of information technology, communication and entertainment (ICE) has given rise to new innovations in the product design and their delivery in the banking and finance industry. Driven by new technologies, changing customer preferences, and increased competition, banks have taken to heavy investments in new distribution channels like advance automated teller machines, telephone systems, and on-line banking, one of the reasons for internet applications not to have picked up as expected so far have been the concerns about the security and lack of the legal framework related to such transactions. This hurdle has been reduced to a large extent in the recent past with framing of laws enabling financial transactions through electronic media. The most of the private and nationalized Indian banks have entered in the technology age and providing various types of electronic products and services to their customer. The objective of this paper is to analysis the implementation of technology in Indian banks and understanding the customers’ perception. This study is based on the survey and the data which is collected through the issue of questionnaire to the bank’s customer. The results show that customers are satisfied with technology oriented banks products and services. The empirical findings not only determine the different parameters also provide guidelines to bankers to focus on the parameters on which they need to improve and spread the awareness of electronic banking products and services to each and every section of the society.