this is a statistical analysis of the effectiveness of financial technology on customers

1. ASTATISTICALANALYSISOF
EFFECTIVENESSOF
FINANCIALTECHNOLOGYON
CUSTOMERS
PRESENTED BY:
GAURAV SINGH

2. REVIEW OF LITERATURE
 Rajesh Kumar Srivastava (2007) – Presented his research
paper “Customer’s perception on usage of internet
banking”. The research is focused on what are the customer’s
perceptions about internet banking and what are the drivers that
drive consumers. The study revealed that education, gender,
income plays an important role in usage of internet banking.
 Pooja Malhotra & Balwinder SINGH (2009) – Presented
their research paper “The Impact of Internet Banking on
Bank Performance and Risk: The Indian Experience”.
The paper describes the current state of Internet banking in
India and discusses its implications for the Indian banking
industry. The results reveal that the profitability and offering of
Internet banking does not have any significant association, on
the other hand, Internet banking has a significant and negative
association with risk profile of the banks.

3. REVIEW OF LITERATURE
 Ankit Kesharwani & G. Radhakrishna (2013) – Presented
their research paper “Drivers and Inhibitors of Internet
Banking Adoption in India”. The results suggest that
acceptance and usage of internet banking services can turn into a
fundamental concern for future research, as the drivers
overcoming the inhibitors over time at an influencing rate.
 Himanshu Agarwall, Dr. Rabindra Kumar Swain,
Chandrika Prasad Das In their research paper “Does
Digitization of Banking Sector Help Achieve Value
Maximization & Better Performance?” This paper aims to
analyze impact of digitalization of Indian scheduled commercial
banks on value maximization and determine the extent to which
the banks’ performance and growth are influenced by
digitization.

4. INTRODUCTION
ICICI was the pioneer bank to champion the usage of
digital banking and introduce internet banking to its
customers in 1996.Internet and mobile banking might be
the biggest technological advancement affecting the
current banking industry as it is a way for customers to
handle their own daily banking issues by themselves.
Through internet banking, customers can pay their bills,
handle their accounts, deal with their investments among
many other things that before needed a visit to the bank.
The customers can use digital banking by modes:- API,UPI
method,Net Banking, online transactions such as
RTGS,NEFT, IMPS,MMPS.

5. Basis Traditional Banking E- Banking Practices
Global Coverage
Traditional Practice
provides limited
coverage.
E-Banking Practices involve
global coverage while sitting
at home/office.
Marketing Tool
Traditional Practice does
not provide proper
marketing tools.
E-Banking provides the
facility of marketing of
products/ schemes online
easily.
Prompt Services
Traditional Practices
involves process which
requires more time.
E-Banking saves a lot of time
as there is no need to stand in
long queues.

6. STATEMENT OF GENERAL PROBLEM
Banking services in India are classified under the essential
services list. Banking and financial institutions were under
immense pressure to ensure business-as-usual amidst the
lockdown and health crisis. Banking operations such as cash
deposits, withdrawals, clearing of cheques and other
traditional teller services had to be executed by maintaining a
safe distance of at-least a meter. Social media was abuzz with
a bank employee’s effort to handle cheques with tongs and
sanitize them with a steam iron.
So in a nut shell we can say that in this hard time when we
are facing a global pandemic- COVID19, it is not feasible
for customers and even bank employees to face each other
physically. So, it is high time that all banking customers
should be motivated to use DIGITAL BANKING.

7. INCREASING TRENDS
• As cited in Annual Bulletin of 2019 of Reserve Bank Of
India, “ Total digital transactions in volume terms
recorded a growth rate of 58.8 per cent during 2018-
19, on top of a growth of 50.4 per cent during 2017-
18. Digital transactions in value terms grew by 39.5
per cent during 2018-19, compared to the growth of
22.2 per cent during 2017-18.”
• India Digital Banking Market is expected to grow at a
CAGR of over 22% during 2019-2024 owing to
growing technological advancements, increasing
internet penetration and growing number of smartphone
users in India.

8. NEED OF THE STUDY
Many studies have been conducted on different
aspects of digital banking, service quality,
marketing and strategic management studies.
However, there has been limited integrative
research which underpins the development of
Digital Banking, Customer Experience and
Financial Performance Enhancement
Framework (DiBCEFPEF). The lack of research
in this area is apparent. This research will provide
a transferable guide and new insight on how the
envisaged DiBCEFPEF could be adapted in banks
to achieve better customer experience

9. AIMS AND OBJECTIVES OF THE STUDY
To formulate a Digital Banking, Customer
Experience and Financial Performance
Enhancement Framework (DiBCEFPEF) which will
include:-
• To know about the Net Banking service provided by
banks.
• To know the cause why customers are using or not using
Net banking service.
• To identify the possible risks in digital banking.
• To make customers aware of these risks and suggest the
ways to minimise them.
• To identify and analyse the limits of types of charges
imposed by banks for use of digital banking.

10. RESEARCH DESIGN
A research design is the arrangement of conditions for
collection and analysis of data in a manner that aims to
combine relevance to the research purposed with economy
in procedure.
MIXED RESEARCH-Mixed methods research is described:
“as the type of research in which a researcher or combines
elements of qualitative and quantitative research
approaches (e.g. use of qualitative and quantitative
viewpoints, data collection, analysis, inference techniques)
for the broad purposes of breadth and depth of
understanding and corroboration”

11. SAMPLING DESIGN
O Universe of study: Universe of the study means
all the persons who are the customers of any bank
in the world.
O Sample Size: A sample of respondents can be
selected from various areas of LUCKNOW.
O Sample Unit: In this project sampling unit consists
of the various individuals who had their bank
accounts.
O Sampling Technique: For the purpose of
research suitable sampling technique should be
used. The whole city should be divided into four
zones. I propose that Simple Random Sampling
is the most appropriate to use.

12. SOURCES OF DATA
In this research, we will need to collect both
quantitative and qualitative data from following
sources :
Primary data- The data can be collected through
interviews, observations and questionnaires. An
appropriate questionnaire can be designed which
needed to be filled by customers of banks.
Secondary data- Secondary data is the data
collected from already been used or published
information like journals, diaries, books, etc.

13. DATA ANALYSIS
 Tools of Presentation: It means what all tools
are used to present the data in a meaningful way so
that it becomes easily understandable. In this
research tables and graphs can be used for
presenting the data.
 Tools of Analysis:The research can be done by
Factor analysis and Correlation Analysis,
Regression Analysis in quantitative research,
while using Content Analysis in qualitative
research. Triangulation technique can be used to
corroborate the results to form the said
framework.

14. Research hypothesis
• H0: There is a relationship between Customer Experience,
Customer Satisfaction, Customer Loyalty and Financial
Performance.
• H1: There is no relationship between Customer Experience,
Customer Satisfaction, Customer Loyalty and Financial
Performance.
• H0:There is a relationship between Customer Satisfaction
and Customer Loyalty.
• H1:There is no relationship between Customer Satisfaction
and Customer Loyalty.
• H0: The charges of digital banking imposed by banks are
within the bearable limits for customers.
• H1: The charges of digital banking imposed by banks are
outside the bearable limits for customers.

15. LIMITATIONS OF THE STUDY
• Non Representative Sample- As we are considering
banks of LUCKNOW only there are chances that sample
may not be as representative as desired.
• Cost Factor- It may not be possible to conduct an
extensive study due to cost factor.
• Inadequate Data- The data provided by private articles
may be biased. The reason being such type of articles
may over-report the number of customers using digital
banking.
• The study is limited to the banks which have adopted
digitalisation actively.

16. REFERENCES
• International Journal of Social Science & Interdisciplinary
Research, ISSN 2277 -3630 IJSSIR, Vol. 2 (8), AUGUST
(2013).
• Rajesh Kumar Srivastava (2007). Customer's Perception
on Usage of Internet Banking.
• International Journal of Control Theory and Applications
ISSN : 0974-5572 „ International Science Press Volume
10 • Number 40 • 2016
• Digitization –A Study with Reference to Customer
Satisfaction towards E-BankingKlaus, P. & Maklan, S.
(2013). Towards a Better Measure of Customer
Experience. International Journal of Market Research

17. THANK YOU