A Study on Customers’ Perception on Adoption of Digital Banking in Indian Banking Sector

Digital banking plays a vital role in today’s world where people are looking beyond the traditional way of going to the bank for doing their bank transactions. Internet banking has transformed the traditional way of banking and has brought new dimensions to the banking sector. This research describes the current state of digital banking and discusses customers’ perception on adoption of digital banking in Indian context. Digital banking has enabled the banks to enhance its operation and effective cost cutting, however looking at the global context, it still has a long way to go. This paper presents a detailed study of customers’ perception and their adaptability to these revolutionary changes in banking. A primary survey was conducted using a structured questionnaire on the customers’ level of satisfaction and their expectations regarding various digital banking services. The study establishes the fact that customers are in the process of getting acclimatised with the notion of digital banking and that despite all the challenges, their perception towards digitalization is fast changing.