Professional Documents
Culture Documents
Changing of Pattern of Demand For E-Banking Services Project
Changing of Pattern of Demand For E-Banking Services Project
BANKING SERVICES
Introduction
1
particular computer, smartphone, laptop, or particular digital adjunct. E-banking
services in simple terms refer to a banking arrangement, with which the client can
perform colorful deals over the internet, which is end-to-end translated, i.e., it's
fully safe and secure.
Review Of Literature
Wang, Cho, and Denton (2017) conducted a conceptual study on the impact
of personalization and compatibility with experience on e-banking. This study
aimed to examine the impact of service personalization on customer reaction to e-
banking services. It also examines one contingent factor which is compatibility
with previous experience with e-banking and the interaction effect of
personalization and technology compatibility on customer e-banking service usage.
The study indicates that personalization leads to increased performance expectancy
and decreased effort expectancy, which in turn leads to increasing intention to
continue using e-banking services.
Sandhu and Arora (2018) conducted a study on usage based upon reasons:
the case of electronic banking services in India. This study aimed to determine the
factors influencing customers' usage of electronic banking services. The scholars
used primary sources to collect the data required to conduct this research. They
observed that e-banking usage is found to be higher among women, more
educated, younger, and middle-income customers. They also found out that among
the eleven perceptual variables studied, only six variables namely: information,
performance, self-interest, service quality, satisfaction, and experience were found
3
to be significantly and positively associated with e-banking usage. They suggest
that even though the e-banking services provided by banks may result in higher
customer satisfaction and higher efficiency, several people still find it difficult to
access these services and find these services risky.
Ahmed and Sur (2021) conducted a study on the change in the use pattern
of digital banking services by Indian rural MSMEs during demonetization and
Covid-19 pandemic-related restrictions. The purpose of this study was to find out
4
the factors influencing customers' adoption process of digital banking services and
to find out the role of demonetization and pandemic-related restrictions in adopting
DBS by rural MSMEs.
They used primary sources to collect data for their study. They found out that
covid-19 had a major effect on the decision-making process of the owners towards
the use of DBS for their business. The study also points out that the rural MSME
owners understand the benefits of using DBS but are concerned about two
important factors which are: the cost involved to incorporate it and the trust
involved with the use of it, before implementing them in their business. They
suggest that with the boom in e-commerce, this study can help bankers,
government or academicians formulate better strategies to cater to the demands of
businesses, especially rural MSMEs.
We all were interested in studying the economy of India and other countries.
We discussed various topics such as demonetization, G6etc., but then
understanding the importance of banks in the lifeline of Indian economy we chose
E-banking as our topic for futurology project. When we came across various
factors affecting physical as well as E-banking, we decided to finalize our topic.
First we listed various factors related to our topic and segregated them based on
various categories such as Age, Educational qualification etc. After studying about
it ,we understood various factors affecting the E-banking in India and we chose the
topics we would like to work on.
5
Overall Structure of the Project
In our subject mode of transactions plays a vital role and for the same reason
we have considered this factor. We have mainly bifurcated this factor into 4 parts
Cash transactions
Transactions by Cheque
Transactions with the use of Plastic Money (i.e. Credit cards, Debit cards, Smart
card)
Online transactions
Many people are not well aware about E-banking and do not know much
about it.Due to ineffective implementation of Govt.policies and some other reasons
E-banking has not reached all the places and hence people are not using it on
greater extent
4) Government policies
6
5) Technology
Today the Modi government is trying to implement more and more schemes as
well as policies which will help in making Indian economy the Cashless economy.
For these new technological advancements such as Biometric system, eye scanner
etc. This is going to affect the development of E-banking sector on a greater extent.
Therefore we have chosen this as an important factor
6) Volume of transactions-
For studying this topic one of the most important factor to be taken in the
consideration is volume of transactions. Under this factor we have studied number
of transactions as well as amount of transactions (in millions).We wanted to know
how the people are transacting throughout the India and how the number of
transactions will be affected by the wild card decision of Demonetization and for
the same reason we have taken this factor into consideration.
7) Number of users-
SURVEY INTRODUCTION
7
System Web
8
SURVEY- DATA ANALYSIS
Here we can observe that according to survey around 68% of the total people
who answered the survey are using e-banking. Today in India (according to RBI
statistics) around 35 % of the population is using E-Banking for daily transactions.
In the near future this number will increase by 50-60%.
9
According to the data the frequency is for 0-3 transactions per week. Out of
every 100 persons nearly 50% do less than 3 online transactions per week. As we
all know DEMONITIZATION is going to change this situation completely. Here
we can see that nearly 12% people are doing on an average 9 and more transactions
per week. According to our prediction in the near future this percentage will
increase by two- folds
10
The graph clearly tells us that the service used mostly by the people is
Online Payment. People prefer to pay online rather than visiting the place
physically to pay. Nearly 32% people use the service of online payment mostly.
The second most used service is Fund Transfer accounting to about 26%. The third
most used service is ATM Banking accounting to about 22%. There are various
modes by which the funds can be transferred between two accounts, but if we look
at the % of people doing fund transfer by various means like cash , ,Cheque
,Online etc. we can see that from these 22% around 21% do transactions by cash,
38% transact by Cheque and 41% do transactions online.
4) SERVICES TO BE IMPROVED
Here we can clearly observe that the highest percentage of people , that is
33% people want Internet security services to be improved.This clearly indicates
the fact that Official Govt. sites are highly insecure and there is risk of Hacking
and Misuse of confidential data. Today it is surprising to see that our online bank
account, credit card number etc. can be hacked only in 6 seconds. There is an
urgent need to improve these services.
11
Further 18% people want ATM services to be improved. Today more than
30% financial frauds are done by using ATM cards. The ATM card pin can take
few seconds to be hacked. On the other hand only 5% people want Fund transfer
service to be improved. Based on this we can conclude that , according to the
survey , today the most secure service offered in E-banking sector is Fund transfer.
Here are some of the important reasons for which the people are not using
E-banking. We can observe that most percentage of the people are not using E-
banking because they are Not Well Informed about E-banking. Around 30%
people are not aware about, some very basic questions like how to do banking
transactions online? What things we need to do online transactions and many more
basic questions about E-banking
This clearly indicates that there is an urgent need to organize awareness and
information campaigns on E-banking. Secondly around 27% of the people are not
using E-banking because of the inactivated online account. At last we can observe
that around 26% of the people are not using E-banking because of misconceptions
and security reasons. This clearly indicates that there is a need for organizing
information and awareness campaigns on E-banking.
12
6) PREFERENCE TO MODES OF TRANSACTIONS
SWOT ANALYSIS
STRENGTHS
13
As the competition will increase banks will try launching more and more
schemes reaching to the wider public section.
Reduces the time, cost and effort in the interaction
WEAKNESSES
Delayed statements of transactions are consuming a little bit of more time and
thus people are thinking it to be more time consuming
Less awareness about e-banking
Misconceptions about security reasons are making people use E-banking on a
very small scale
Low Internet connectivity in rural and some urban areas is preventing people
from accessing online bank websites
Lack of trust in people. People are not well aware about E-banking and think of
it as a risky method.
Insufficient penetration of Mobile banking in rural areas
Infrastructural issues such as building banks and ATM machines in rural areas.
E-banking services are costly .so, it is not affordable for poor people
14
OPPORTUNITIES
This may led to increase in qualities and decreased cost of services provided
in E-banking
THREATS
PREDICTED FUTURE
15
Banking and cashless transactions. In this section we have mainly focused on
predicted future for Credit and Debit cards, Mobile transactions, and NEFT
transactions. We got our required data from official RBI site and tried to predict its
future by figuring out the possible rates at which the usage of this technology will
increase.
Note -
1]All data till January 2016 is collected from official website of Reserve Bank of
India - www.rbi.in
2] The future is predicted by analyzing the graph and rate of change in slope and
also from results of the survey.
1) MOBILE TRANSACTIONS-
This graph shows the number of mobile transactions from Dec.11 to Jan.16.
Here during jan.15 to dec.15 we can observe the drastic increase in number of
transactions mainly due to the government change. Modi govt. initiated various
policies and schemes which are helping to boost the number of online transactions.
That is the main reason, according to our predictions this will keep increasing at
the steady rate over next 5 years.
16
2)CREDIT CARDS-
17
In this graph we can observe 3 lines,
1) The curve line represents how the total number of existing credit cards will
increase exponentially in the near future that is in the next 5 years till January 2021
2) Black dotted line represents the linear growth of the total number of existing
credit cards in the near future that is in the next 5 years till January 2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the number of existing credit cards as a result of ‘demonetization’ in the near
future that is in the next 5 years till January 2021 as a result of ‘demonetization’ in
the near future that is in the next 5 years till January 2021 Here as represented if
we observe the graph carefully, we can observe that the black line is clearly
indicating the linear growth in the total number of existing credit cards in the
upcoming 5 years, with respect to the data from December 2011 to January 2016,
but in reality this is not going to happen due to the wild card decision of
DEMONITIZATION.
18
In this graph also we can observe 3 lines,
1) The curve line represents how the total number of transactions done by credit
cards at ATM will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total number of transactions
done by credit cards at ATM in the near future that is in the next 5 years till
January 2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total number of transactions done by credit cards at ATM as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
19
In this graph also we can observe 3 lines,
1) The curve line represents how the total number of transactions done by credit
cards at POS will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total number of transactions
done by credit cards at POS in the near future that is in the next 5 years till January
2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total number of transactions done by credit cards at POS as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
20
4) As mentioned above total number of existing credit cards is going to increase by
6% to 8% per annum, as predicted,from the graph above we can conclude that
according to the black dotted line average annual growth in no of transactions done
by credit cards is increasing at an average rate of 10% per annum, similar to the
situation above due to the wild card decision of DEMONITIZATION, this increase
will be 16% to 17% per annum according to our prediction. Such a large %
increase in total number of credit card transactions is seen because, according to
the RBI data and our survey data, more than 50% population per 100 persons
transact on an average 0 to 3 times per week , but in the upcoming 2 to 3 years
number of these transactions will be more than 9 transactions per week according
to our predictions. This is the main reason for why we are going to witness such a
large increase in number of transactions by credit cards at POS in the near future
21
In this graph also we can observe 3 lines,
1) The curve line represents how the total amount of transactions done by credit
cards at ATM will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total amount of transactions
done by credit cards at ATM in the near future that is in the next 5 years till
January 2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total amount of transactions done by credit cards at ATM as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
Comparing among the credit and debit cards it is clear that amount of transactions
using Debit card [ATM] is going to be clearly higher than that of the Credit cards
.In this graph at present i.e. January 2016 we can observe that total amount of
transactions is around 800 crores which is going to reach around 1300 crores by
December 2021. This is the drastic increase in amount of transactions by credit
cards is mainly due to the wild card decision of Demonetization. As said earlier the
increase in amount of transactions is going to increase at even higher rates, the
main reason being the less charges applied on debit cards than the credit card.
22
In this graph also we can observe 3 lines,
1) The curve line represents how the total amount of transactions done by credit
cards at POS will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total amount of transactions
done by credit cards at POS in the near future that is in the next 5 years till January
2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total amount of transactions done by credit cards at POS as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
Comparing among the credit and debit cards it is clear that amount of transactions
using Debit card [ATM] is going to be clearly higher than that of the Credit cards
.In this graph at present i.e. January 2016 we can observe that total amount of
transactions is around 100 crores which is going to reach around 500 crores by
December 2021.This is the drastic increase in amount of transactions by credit
cards is mainly due to the wild card decision of Demonetization. As said earlier the
increase in amount of transactions is going to increase at even higher rates, the
main reason being the less charges applied on debit cards than the credit card.
23
3)DEBIT CARDS-
1) The curve line represents how the total number of existing debit cards will
increase exponentially in the near future that is in the next 5 years till January 2021
2) Black dotted line represents the linear growth of the total number of existing
debit cards in the near future that is in the next 5 years till January 2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the number of existing debit cards as a result of DEMONITIZATION in the near
future that is in the next 5 years till January 2021
Here as represented if we observe the graph carefully, we can observe that the
black line is clearly indicating the linear growth in the total number of existing
24
debit cards in the upcoming 5 years, with respect to the data from December 2011
to January 2016, but in reality this is not going to happen due to the wild card
decision of DEMONITIZATION. Demonetization is promoting the idea of
cashless society, which is going to affect this trend of E-banking on a greater
extent. According to black dotted line the total number of existing debit cards is
going to increase 4% per annum but because of demonetization this can become
two fold and according to our predicted future this will increase by average 8% to
9% per annum.
25
1) The curve line represents how the total number of transactions done by debit
cards at ATM will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total number of transactions
done by debit cards at ATM in the near future that is in the next 5 years till January
2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total number of transactions done by debit cards at ATM as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
26
In this graph also we can observe 3 lines,
1) The curve line represents how the total number of transactions done by debit
cards at POS will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total number of transactions
done by debit cards at POS in the near future that is in the next 5 years till January
2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total number of transactions done by debit cards at POS as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
27
In this graph also we can observe 3 lines,
1) The curve line represents how the total amount of transactions done by debit
cards at ATM will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total amount of transactions
done by debit cards at ATM in the near future that is in the next 5 years till January
2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total amount of transactions done by debit cards at ATM as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
28
Comparing among the credit and debit cards it is clear that amount of transactions
using Debit card [ATM] is going to be clearly higher than that of the debit cards .In
this graph at present i.e. January 2016 we can observe that total amount of
transactions is around 210 crores which is going to reach around 450 crores by
December 2021.This is the drastic increase in amount of transactions by debit
cards is mainly due to the wild card decision of Demonetization. As said earlier the
increase in amount of transactions of debit cards is going to increase at even higher
rates, the main reason being the less charges applied on debit cards than the credit
card.
29
In this graph also we can observe 3 lines,
1) The curve line represents how the total amount of transactions done by debit
cards at POS will increase exponentially in the near future that is in the next 5
years till January 2021
2) Black dotted line represents the linear growth of the total amount of transactions
done by debit cards at POS in the near future that is in the next 5 years till January
2021
3) Similarly red dotted line represents the linear growth that is going to take place
in the total amount of transactions done by debit cards at POS as a result of
DEMONITIZATION in the near future that is in the next 5 years till January 2021
Comparing among the credit and debit cards it is clear that amount of transactions
using Debit card [ATM] is going to be clearly higher than that of the Credit cards
.In this graph at present i.e. January 2016 we can observe that total amount of
transactions is around 150 crores which is going to reach around 570 crores by
December 2021.This is the drastic increase in amount of transactions by debit
cards is mainly due to the wild card decision of Demonetization. As said earlier the
increase in amount of transactions is going to increase at even higher rates, the
main reason being the less charges applied on debit cards than the credit card.
30
This graph shows the total number of transactions at the national level where
the money was deposited by the people in their bank account. The duration of this
graph is from Jan.09 to Jan.21. We can observe the gradual increase in the number
as well amount of transactions during the last 12 years At present i.e. Jan.16 total
amount of is 100 crores and is gradually going to increase to more than from
350crores.While the number of transactions is going to increase from 20 crores to
70 crores
31
This graph shows the total number of transactions at the national level
where the money was deposited by the people from withdrawal their bank account.
The duration of this graph is from Jan.09 to Jan.21. We can observe the gradual
increase in the number as well amount of transactions during the last 12 years at
present i.e. Jan.16 total amount of is 40 crores and is gradually going to increase to
more than 90 crores. While the number of transactions is going to increase from
125 crores to around 670 crores.
PREDICTED FUTURE
This is the future which we think will happen in India with current economic
growth and infrastructure development.
Phase-I (2016-2021)
2)Around 60% of the hotels, street shops and other institutions will be installed
with various payment methods like virtual,online,plastic money, biometric system
etc.
3)New services like Paytm, Bhim app etc will be introduced in the near future i.e.
in 2018-2019
4)Looking on a broad basis more than 55% of the people in Maharashtra will be
Digitally Literate
32
5)Popular and the most used modes of transactions in the upcoming 5 years will be
• Online
• Cheque
• Plastic money
6)Government policies and schemes will start reaching the rural areas
7)SHGs will help people in villages in being digitally literate and will promote the
concept of CASHLESS SOCIETY in that village
8)More ATMs and swipe machines will be installed in most of the villages
Phase-II(2021-2026)
1) More than 65% of the population will be using E-banking and Online mode of
transactions and this percentage will keep growing steadily. By 2030 more than
70% of the population will be using E-banking
2) People will be doing more than 80% of the transactions through mobile banking
or net banking
3) Government will mainly focus on making India a cashless country and thus
Government will keep launching various schemes and policies will even reach to
smallest villages
4) Plastic money users i.e. Credit card users, Debit card users, Smart card users
will keep growing at a steady rate of 4%-5% per annum
5) The mobile banking penetration in India, currently being around 50%, will
increase to 60%-65%
DESIRABLE FUTURE
This is the ideal future which we think is essential to make India a superpower till
2030. But , for this ideal future , we need stable government , people’s support and
good implementation of government policies till the root levels of India.
33
Phase 1-2016-2021
Infrastructure Development
• Everyone will be connected through bank accounts through various governmental
schemes.so; everyone will be a part of formal banking system. This will help
government to spread awareness about E-banking among people
• Services of online banking will be provided everywhere and anytime .This will
help people to overcome their problems related E-banking.
• Internet connectivity all over India at reasonable rate. This will help to increase
efficiency of E-banking.
• Sufficient energy resources will be available for electricity generation and supply.
Electricity is one of the most important resource required for E-banking .so, if
there is 24/7 supply of electricity ,then there will be no problem in performing
online transactions Services and awareness
• User- Friendly Services will be available on monthly/annual basis.
• All services will be available everywhere, anytime and quick.
• With the help of self-help groups, NGOs and government officers the awareness
will be spread all over India ,included rural and remote areas
• Digital literacy in India will be 85-90%
Uses
34
Cash payments-limitation of 3000 RS There will be limitations on cash
payments so that you are not allowed to pay more than 3000 RS with cash per
month
Most preferable mode of transfer will be-
1)online
2)UPI and BHIM
3)plastic money
Phase 2-2021-2026
We have proposed new mode of transaction which will work as an ideal mode
of transaction for Indian economy-B.V.M.T.
• You need only aadhar card so that government will create biometric password for
each person.
• You need nothing other than aadhar card and bank account in any bank in this
system.
Suppose, you went to the restaurant and you have to pay 1435 RS, Only thing
you need to do is-Just scan your finger on biometric scanner. Money will be
transferred from your account to hotel manager’s account immediately, within few
seconds, payment will be done. No need to carry any cash and cards, No need of
internet. Because your thumb will be your bank.
In B.V.M.T., there will be no need of anything to carry, because your thumb will
be your bank.
35
B.V.M.T is completely offline mode of transfer and all servers of this network will
be under govt. control so, there will be least probability of hacking.
2) This system will be under government's control so, all profit will be of
government, and As a result wealth drain will stop. FDIs in India along with the
wealth generation at the local level will help the government for providing better
facilities.
Desirable future
• Internet access –everywhere almost free. Everyone will be able to access the bank
websites and get the required information
• All services will be quick ,user-friendly and efficient
• Cards or cash: B.V.M.T. Plastic money and cash transactions will be almost
negligible and will gradually decrease to 0%.People will prefer using B.V.M.T
instead of cash transactions as it will be easier and accessible to all including rural
areas.
• 99% of transactions will be done by using E-banking. Cash transactions will be
almost negligible
• From pan shop to hospital, everywhere transactions B.V.M.T will be available
• Internet Servers will more efficient and can operate at very high speeds without
any interruptions which will ultimately help in reducing time consumption and
human labour.
• Transactions more than 1lakh will done with triple security-password ,onetime
code ,B.V.M.T
36
• Transactions more than 10000 will done with Double security-B.V.M.T and
onetime code
ACTION PLANS
These are the actions which people of India and Government should take to
achieve the goal of desirable future,
Infrastructure development
• Deepening of banking system- with the help of self-help groups (SHGs) and
NGOs, Everyone should be connected to formal Indian banking system.
Every person in rural India will be connected to formal Indian banking system.
This will help to promote e-banking in remote areas.
• Quick and more user friendly services should introduce and developed by the
Indian Government and private companies.
• This will led to increased customer satisfaction and decrease customer problems.
• The government should try to improve economic relations of India with other
countries in order to promote and provide new technological services. This will
help to increase quality of services offered.
• Digital literacy campaigns should be promoted and organizes in the rural areas.
This will led to increase in no. of e-banking users.
37
• This will reduce misconceptions in minds of people
USE
• Government should focus on promoting cashless transactions and restricting cash
transactions
• Government payments like taxes should be made online
• We should try to promote the concept of Cashless Society in the nearby areas
Need of Study
Objectives
Conceptual explanation
Science has made the world more dynamic and progressive. It has brought
changes in frugality, politics, culture, society, and people. In the finance and
banking sector, this change is considered more tremendous because the use of
computers in banking assured fine delicacy and promptitude. It has made banking
deals more speedy, easy, and comfortable. moment, the client doesn't have to carry
a checkbook or cash, rather it's enough for him to just carry a plastic card. But the
spread of electronic banking in our country is veritably limited. Generally
speaking, electronic banking systems are electronic systems where the deals and
connections between the bank and guests grow through electronic bias rather than
38
paper documents. In other words, e-banking is a kind of banking in which the bank
uses electronic satellite-grounded motorized bias for icing promptitude and
delicacy in banking deals. E-banking makes it easy and doable for banks and their
customers to:
Deposit and withdraw money automatically;
To transfer money electronically from one bank to another promptly;
There are colorful services piecemeal from the ones listed that e-banking can
give to their customers. These services are divided into two main types – retail
electronic banking and non-commercial electronic banking. Retail electronic
banking is particular banking that provides financial services to individuals and can
include similar services as ATMs, credit, and disbenefit card operations, point of
trade, check deals, retail automated clearinghouses, and others. Non-commercial
electronic banking services are handed to large clients like banks, pots, fiscal
institutions, and others. With non-commercial banking, these associations can
manage their cash, perform line transfers, fulfill commercial automated
clearinghouses, and others.
Conclusion
Online banking is a convenient technology that works for both – banks and
their customers. While banks can keep their customer flow at the level of pre-
pandemic times, bank clients get convenient access to all the banking services
without the need to visit brick-and-mortar facilities. Electronic banking is changing
the way in which people carry out their banking activities. Now, having their
business app with online banking functionality is already a must for banks and
financial institutions and we expect that its popularity will only grow in the future.
However, there exist numerous factors that influence the intention of an individual
to agree on technology.
Among these factors, the most important are security and trust. E-banking
offers a higher level of convenience for managing one’s finances. However, it
continues to present challenges to financial security and personal privacy. Many
people have had their account details compromised, as a result of online banking.
Thus, if one is going to use it for financial transactions, he should be aware of the
risks involved. Awareness of the risks and problems enables him to take
precautions for a more secure online banking experience. The e-banking system is
not only popular nationally, but also internationally, where a person can transfer
39
money from any part of the world. The e-banking system is useful for bankers as
well as customers of banks.
References
Salihu, & Metin. (2017). The Impact of Services, Assurance, and Efficiency in
Customer Satisfaction on Electronic Banking Services Offered by the Banking
Sector. https://www.icommercecentral.com/open-access/the-impact-of-services-
assurance-and-efficiency-in-customer-satisfaction-on-electronic-banking-services-
offered-by-banking-sector.php?aid=86367&view=mobile
Wang, Cho, & Denton. (2017, February 6). The impact of personalization and
compatibility with experience on e-banking usage.
https://www.emerald.com/insight/content/doi/10.1108/IJBM-04-2015-
0046/full/html
Arora, & Sandhu. (2018, May 24). Usage based upon reasons: the case of
electronic banking services in India.
https://www.emerald.com/insight/content/doi/10.1108/IJBM-03-2017-
0060/full/html
Shankar, & Jebarajakirthy. (2019, February 13). The influence of e-banking service
quality on customer loyalty: A moderated mediation approach.
https://www.emerald.com/insight/content/doi/10.1108/IJBM-03-2018-0063/full/
40
Gandhi, & Gupta. (2020). A Descriptive Study On E-Banking vs. Traditional
Banking In India.
https://www.archives.palarch.nl/index.php/jae/article/download/2419/2371
Sandhu, & Arora. (2020, October 5). Customers’ usage behaviour of e-banking
services: Interplay of electronic banking and traditional banking.
https://onlinelibrary.wiley.com/doi/abs/10.1002/ijfe.2266
Ahmed, & Sur. (2021, August 17). Change in the use pattern of digital banking
services by Indian rural MSMEs during demonetization and Covid-19 pandemic-
related restrictions. https://www.emerald.com/insight/content/doi/10.1108/XJM-
09-2020-0138/full/html
Meher, Hawaldar, Mohapatra, Spulbar, Birau, & Rebegea. (2021, January 29). The
Impact of Digital Banking on the Growth of Micro, Small and Medium Enterprises
(MSMEs) in India: A Case Study.
https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3770889
41
42