LITERATURE REVIEW

Customer perception about digitalization in banking is one of the preferred

areas of research where good amount study has been carries out. The areas of
research provide diverse views of the same.

The review about the customer’s perception should describe, summarize,

evaluate and clarify this literature. It gives a theoretical base for the research
and helps to determine the nature of research.

1. Customer awareness and perception for digital banking: an

empirical study (2018):
A number of studies have been carried out by the banks in particular, to
check the perception of retail customers towards digital banking.
Sadique and Sankar conducted a study aiming at evaluating the service
quality of e-banking services in India from customer’s perspective.
A structured questionnaire containing 44 quality items is administered to
various target groups. 7 quality dimensions: reliability, accessibility, user-
friendliness, privacy/security, efficiency, responsiveness and fulfilment
were also identified based on principal component factor analysis. The
results of the study showed that customers were satisfied with quality of
service dimensions but are least satisfied with user-friendliness
dimension.
2. University of twente (2017) has studied on “Determinants of customer
perception in Digitized private banking”:
The study AIMS to explain customer experience of private banking
clients in digital financial advisory. Digitized banking environment are
often created for inward cost-reduction and speed purpose, while
customer attitude towards this digitization might not always be positive.
As private banking customer have a lack of willingness to participate in
studies, we specify for private banking clients at least $500,000 in net
assets.
3. Nidhi Singh, Neena Sinha (2016):
This study is concerned with digitalization which states that the banking
sector is more conscious towards the customers regarding the banking
services and the customer perception from shifting to digital banking
services from traditional method of transactions.
 These include 30-minute paper less Auto Loans using Biometric
technology, PayZaap, Missed call recharge, instant loans at ATM.
This is in addition to HDFC Bank’s powerful Net Banking portal and
Mobile Banking app which allows customers to perform over 205 and 90
different types of transactions respectively.
4. International journal of electronic finance 3 (2015) have studied on
“Antecedents of online banking satisfaction and loyalty” :
This study endeavours to contribute to a better understanding of service
quality and online banking by examining the various dimensions reacted
to creating a satisfactory online banking experience. The authors develop
a conceptual model and test it with 183 online banking users.
The empirical study of model finds strong support for the links between
perceived security and perceived usefulness and perceived ease of use.
The study finally provides both theoretical and practical contributions,
outlines the main limitation of the study and gives ideas for more work in
this area.
5. Seppo penile & Kari Pikkrainen (2014), have studied on consumer
perception and acceptance model of digital banking:
Advance in electronic banking technology have created novel ways of
handling daily banking affairs, especially via the Online banking channel.
The acceptance of digital banking services has been rapid in many parts
of the world, in the leading e-banking countries. The number of e-
banking contracts has exceeded 50%.
6. Julian Schmidt & Paul drews (2013) have studied on “End user’s
perspective on digitalization”:
The current wave of digitalization has an impact of several industries,
including the financial service sector. While the current situation and
arising challenges have been analyzed from a strategic perspective and
from the consumer perspective, research on the internal end user’s
perspective. With our study, we add the end user’s perspective as an
additional relevant fact to the discussion on current digitalization
activities in the banking industry.
7. Varda sardana & Shubham Singhania have studied on “Digitalization
in the Realm of Banking”:
The world has been stunned by the rapid advances in digitalization over
the past several years. The intrusion of digital banking into the sphere of
banking has brought about a paradigm shift in banking sector with the
 availability of large portfolio of products such as ATM’s, debit cards,
mobile banking payments.
Moreover, customer in the era to adopt digitalization in the banking
sector to save their time, effort and cost. There has been a fundamental
shift in the use of banking delivery channels towards self-service
channels such as digital banking through internet.
8. Dr. Rejikumar, Sudharani Raviandran (2012):
In the journal of digitalization & commerce studied about the perception
of the early adopters of digital banking. The study proved that after
choosing the new technology, the customer finds satisfaction in the
quality framework of the services.
9. Preeti Singh(2011):
This study finds out customers point of security associated with digital
banking technology, standard of services provided by HDFC, mobile
banking operations are having a positive perception for the customers to
adopt for a long run.
10. Safeena(2010):
Determined the consumer attitude on internet banking adoption. Findings
shows that perceived usefulness, perceived ease of use, consumer
awareness are the important determinants of digital banking adoption and
have strong and positive effect to banking sector as well as the society at
large.
11. The Indian Internet Banking Journey (2001):
Reserve bank of India survey revealed that of 46 major banks operating in
India, around 50% were either offering digital banking services at various
levels or planned to in the near future. While in 2001, India’s digital
banking user base was an estimated 9 Lakh; it was expected to reach 90
Lakh by 2003.
Also, while only 1% of these digital banking users utilized the digital
banking services in 1998, but the digital banking user base increased to
16.7% by mid 2000.