A Study of Increasing Adoption Trends of Digital Technologies - An Evidence from Indian Banking

Abstract

The banking sector in India is one of the paramount drivers for the magnification event of the economy. The word digitalization is almost used in every sector of the economy and banking is no exception to it. The twenty-first centur in which we are living is highly regulated by the digitalization process. The govt. of Indian also announced Digital India Programme with the vision that the financial sector move to increase their knowledge with technological innovation. The process of digitalization in banking is also important for the smooth functioning of transactions and enhanced customer satisfaction. The digitalization process in banking helped in the process of financial inclusion. Keeping a similar objective the Prime Minister Mr. Narender Modi also started the Jan Dhan Yojana for opening the saving account for the unbanked person. In the scenario of Covid 19, most of the banks in the pandemic time have reduced the banking hours for their customers and insist them to go for digital banking, but fulfilling the customers demand and their expectations is a big challenge for the banks. Banks to ensure their continuity and to mitigate the impact of this pandemic have to make structural and operational changes in the delivery of the banking services online and also increased their digital offerings, including an enhancement in the number of digital touchpoints offered to their customers. After this Covid 19, it's been expected that the Indian public will experience new digital banking apps with a simplified interface and enhanced security features along with the fast execution of banking services. Further, these changes will change the behavior of the bank customers, such as shifting from physical banking to online banking. This implies that if banks want to grasp the opportunities that emerged out of this Covid-19 banks will have to re-devise their strategies and shift their efforts and resources towards digitization.