Brick-and-Mortar to Click- and-Slide: An analytical study.

Abstract

The business community globally has embraced technological innovations and revolutionized communication capabilities among people which has enhanced globalization and prosperity. This paper makes an attempt to understand the nature of this new innovative technology enabled services: how it's used, what are the quality control models and what is the experience of the bank and its customers on using Information and Communication Technology(ICT) for transactions, for good and for ill with the largest bank in India namely the State Bank of India. The study engages a qualitative research method and follows an exploratory research approach. Content analysis and discussions were conducted with an interview schedule among key managers at State Bank of India. The level of measurement applied in data analysis is Strengths, weaknesses, Opportunities and Threats(SWOT). The paper will identify the framework for technology management for the financial services system of the Bank. The study makes an attempt to evaluate the use of technological tools and activities to maintain the new type of services to the bank's customers.