Digital Perception on Changes Experienced in Modern Banking Services Perceptional Study in Salem City

Abstract

The adoption of new technology to provide digital banking to enhance ease of use, transaction speed and an improved overall experience is essential for banking institutions to remain competitive both locally, and internationally. The digitalization of banking has revolutionized banking operations and practices. In India specifically, banking services have changed dramatically since the economic liberalization of 1991, but particularly over the last decade with rapid adoption of technology with the aim of improved operational and administrative efficiency. This study aims to evaluate the perception amongst customers and bankers in the Southern Indian city of Salem, on the changes experienced in banking services vis-a-vis adoption of technology and the issues faced in this regard its relationship to customer (and Banker) demographics.