A Study on Impact of Technology in the Banking Industry on Customer Services at Cochin (EPH - International Journal of Business & Management Science)

Summary

• This study evaluates the impact of banking industry technology on customer services in Cochin using a sample size of 142 respondents.p.4
• Internet Banking demonstrated the strongest correlation with customer experience in the study, posting an R-Value of .416.p.4
• Mobile Banking Technology showed a significant positive correlation with customer experience, recording an R-Value of .293.p.4
• A cited Kerala-specific study surveyed 450 respondents and analyzed 406 usable responses to evaluate technology acceptance.p.3
• A literature study by Banu, Mohamed and Parayitam examined online banking customer satisfaction using a sample size of 750 respondents.p.3

Key insights

1. All evaluated digital determinants show statistically significant positive correlations with customer experience at the 0.001 level.p.4
2. Internet Banking achieved the highest correlation coefficient with customer experience among the analyzed determinants, with an R-Value of .416.p.4
3. An Indian survey of 208 internet-banking customers established reliability and security/privacy as critical drivers of customer satisfaction.p.2
4. Research involving 274 respondents found that internet-banking service quality perceptions varied significantly across income levels but not across age or gender.p.3
5. Perceived usefulness and perceived ease of use directly drive internet-banking usage according to the Technology Acceptance Model findings in Kerala.p.3