Digital Payments- Embellishing Customer Experience

Abstract

Digitalization is a new watch word in the banking sector with banks all around the world. The world is gliding towards an unified interface connected through digitalization. A customer shift towards a seamless transaction is in the offing. This is more likely to result in an enhanced satisfactory levels, allegiance, support. The augmented digital platform supported by customer friendly technology would earn a lifetime customer base. The banking institutions are pitching towards understanding the polarization of opinions regarding digital banking aspect in order to provide the best possible customer experience. The financial institutions must readily be sensitive to the customer friendly means that would add worth to their experience. The objective of this study is to validate the the connection between experience and constancy. The Primary data were collected from respondents residing in Trichy town using questionnaire from the 100 respondents of City Union Bank using simple random sampling method. The primary data collected were analyzed using percentage analysis, Chi-squre test and ANOVA single factor using SPSS package. The study revealed that, there is association between the monthly income of the respondents and factors influencing the fund transfer. This indicates the influence of electronic forces which has its impact on the functioning of banks in the new globalized digital environment. Key words: digitalization, loyalty, customer experience, advocacy and fund transfer.