ANISHA DISSERTATION fINAL

DIGITIZATION IN BANKING INDUSTRY:
A COMPARATIVE STUDY BETWEEN SELECTION OF PRIVATE & PUBLIC

SECTOR BANKS IN JORHAT DISTRICT
A Project Work Submitted In the Partial Fulfilment of the Requirement
for the Award of the Degree In
BACHELOR OF BUSINESS ADMINISTRATION
UNDER DIBRUGARH UNIVERSTY, 2024
Under the Guidance of
Ms Munmi Bordoloi
Submitted by
Anisha Dey
BBA 6Th Semester
Registration No: 21860786
CKBCC SCHOOL OF MANAGEMENT
C.K.B COMMERCE COLLEGE JORHAT, ASSAM

Ms. Munmi Bordoloi Jail Road, Opp. Mission
Hospital, House No. 249
Supervisor,
P.O. - Barbheta
School of Business Management
P.S. - Rowriah
CKB Commerce College Jorhat
Pin- 785004
Pin-785001(Assam)
Jorhat, Assam
Email: bordoloimunmi209@gmail.com
CERTIFICATE
This is to certify that the dissertation entitled “DIGITIZATION IN BANKING
INDUSTRY: A COMPARATIVE STUDY BETWEEN SELECTION OF
PRIVATE AND PUBLIC SECTOR BANKS IN JORHAT DISTRICT” submitted
by Anisha Dey to Dibrugarh University partial fulfilment of Bachelor of Business
Administration Degree is a genuine record of research performed by her under my
supervision and guidance.
The project work or a part of it has not been submitted to any other university or
institution for any degree.
Miss Anisha Dey complied with all the requirement of the BBA regulations of
Dibrugarh University.
Date: Ms Munmi Bordoloi
Place: Assistant Professor
Department of BBA
DECLARATION
CKB Commerce College, Jorhat
I Anisha Dey hereby declare that the project report entitled “Digitization in Banking
Industry: A comparative study between selection of Public & Private Banks in Jorhat
District’’ has been done under the supervision of Miss Munmi Bordoloi coordinator CKBCC
School of Management and submitted to fulfil of requirement for award of degree in
Bachelor of Business Administration (BBA). It is an original research work undertaken by
me purely as a part of my academic curriculum and has not been subject to any kind of
publication till date, either in part or whole.
DATE:
PLACE: SIGNATURE OF THE CANDIDATE
ACKNOWLEDGEMENT
I would like to express my extreme gratitude and sincere thanks to all those persons who have
helped me in this academic pursuit and have provided me the much needed enthusiasm and
constant encouragement required to give this piece of work its present shape,
I am thankful to Dr. Breez Mohan Hazarika, Principal of CKB COMMERCE COLLEGE,
and I am fortunate enough to get constant encouragement support and guidance from all the
teaching staff of MANAGEMENT DEPARTMENT which helped me in successfully
completing my project work.
At the very outset, I wish to forward my gratitude to Miss Munmi Bordoloi,
Assistant Professor, BBA (School of Management) for giving me the guidance and
suggestion in preparing this dissertation report. I also wish to give my gratitude to Mr.
Sarangapani Phukan, Coordinator, Department of BBA (School of Management), Dibrugarh
University for helping me and give guidance through my entire dissertation period.
Parents are always a perpetual source of inspiration and encouragement and no words can
express what their undemanding love, care and prayer have done to help me achieve
whatever I am today. This research work would not be possible without them.
Further, I would like to offer my sincere thanks to all the respondents who help me and
cooperated with me during my data collection.
Anisha Dey
PREFACE
The banking sector has been growing at a steady pace since its inception. The evolution of
banking can be traced through the years. Back in the day, people had to wait in long queues
in banks to withdraw money, but today, there are cards and apps that can help one pay for
things or withdraw money. The digital revolution has transformed the way customers interact
with their banks, and the way banks operate their businesses.
The study on “Digitization in Banking Industry: A comparative study between selection of
Private and Public sector banks” aims to explore the impact that Digitization has left in the
Society. The study seeks to understand about every aspect of Digital Banking System and
how is Digital Banking more or less convenient than Traditional Banking. It helps to
understand about the differences between Traditional and Digital methods of banking.
Along with Digitization, the study also explores about two different major types of banks:
Private & Public Sector Banks. It helps to understand about consumer’s preferences and
perception towards selecting their convenient banks in between Private & Public Sector
Banks. The research aims to understand which banks are more preferable to customers for
different aspects and needs. The research also aims to help the consumers with selection of
banks.
The findings of this study will provide valuable insights into the factors that influence
Consumer behaviour towards Digitization in Banking Industry. The results of this research
can also be used by other consumers to gain a better understanding of the banking industry.
CONTENT
CHAPTERS TITLE PAGE NO.
CHAPTER I Introduction 1-20
1.1 Introduction to Banking Industry 2-3
1.2 Evolution of Banking Industry 3-5
1.3 Digitization in Banking Industry 5-6
1.4 Digital Services 6
1.5 Digital Products 7
1.6 Types of Banks 7-8
1.7 Private Sector Banks 9
1.8 Public Sector Banks 10
1.9 Top 5 Private Sector Banks in India 10-12
1.10 Top 5 Public Sector Banks in India 13-16
1.11 Difference between Traditional and 16
Digital Banking System
1.12 Objectives of the study 17
1.13 Significance of the study 17
1.14 Scope of the study 18-19
1.15 Chapter Scheme 19-20

CHAPTER II Literature Review 21-26
CHAPTER III Research Methodology 27-32
3.1 Road Map to conduct the Study 28
3.2 Research Design 29
3.3 Summarization of Research Gap 29
3.4 Universe of the study 30
3.5 Area of the study 30
3.6 Source of data 30-31
3.7 Selection of Bank customers 31
3.8 Data Collection 31
3.9 Statistical tools used 31
3.10 Sample determination 31
3.11 Period of the Study 32
3.12 Classification of the Questionnaire 32
3.13 Questionnaire Design & Scale 32
CHAPTER IV Data Analysis & Interpretation 33-76
CHAPTER V 5.1 Findings 77-80

5.2 Suggestions 81-82
CHAPTER VII 6.1 Limitations of the Study 83-84
6.2 Scope for further research 85
CHAPTER IX Conclusion 86-88
Bibliography 89-93
Annexure
LIST OF TABLES
Table No. Details of Tables Page No.
4.1 Respondents profile according to age 34-35

group
4.2 Respondents profile according to Gender 36-37
4.3 Respondents profile according to 38-39

occupation
4.4 Respondents profile according to Income 40-41

level
4.5 Respondents frequency of using Banking 42-43

services
4.6 Respondents awareness level of the digital 44-45

banking services offered by their banks
4.7 Respondents likeness to use online 46

banking services for applying loans
4.8 Respondents trust towards financial 47

stability of public sector banks
4.9 Comparative analysis according to 48

consumers’ likeness level
4.10 Respondents satisfaction level with 49

Digital Banking Services offered by their
banks
4.11 Respondents satisfaction level with 50

customer support in Digital Banking
Services

consumer satisfaction level
4.13 Respondents preferences in Traditional 52-53

vs. Digital Banking
4.14 Respondents secureness level in Digital 54-55

Banking vs. Traditional Banking
4.15 Respondents views on Digital Banking 56-57

Services in remote areas
4.16 Respondents views on frequency of 58

encountering technical glitches while
using DBS
4.17 Respondents facing server issues while 59

using Digital Banking Apps

consumers’ frequency level
4.19 Respondents reliability in Digital Banking 61-62

services in processing transactions
accurately
4.20 Respondents convenience to navigate 63-64

through the features of Digital Banking
apps
4.21 Respondents views on if failure in 65-66

computer system can cause entire
network to go down in DBS
4.22 Respondents preferences in banks for 67-68

loan products
4.23 Respondents preferences of banks in long 69-70

term financial planning
4.24 Respondents preferences of banks in 71-72

better technology driven solutions
4.25 Respondents views on more accessible 73-74

banks
4.26 Respondents views on which bank 75-76

provides better security of funds in Jorhat
District
CHAPTER I
INTRODUCTION
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1.1. INTRODUCTION
Finance and banking is the lifeblood of trade Commerce and Industry. Nowadays, banking
sector acts as the backbone of modern business. Development of any country mainly depends
upon the banking system. A bank is a financial institution which deals with deposits and
advances and other related services. It receives money from those who want to save it in the
form of deposit and it lends money to those who need it.
The banking industry is one of the most essential and important parts of the human life. The
banking industry encompasses financial institutions that offer services such as deposits,
loans, investments and payment services to individuals, business and governments. Banks
range from local community banks to global multinational corporations, offering a variety of
products and services tailored to meet the diverse needs of their customers. This industry is
highly regulated to ensure protection, with regulations varying by country and region. Recent
trends in the banking industry include digitalization, fintech innovation, changes, And
evolving customer preferences, shaping the future landscape of banking services. The
banking industry is a vital component of the global economy, providing essential financial
services to individuals. Key players in the industry include retail banks, which serve
customers and small businesses, and commercial banks, which cater to large enterprises and
institutions. Investment banks facilitate capital raising, mergers and acquisitions, and trading
activities for corporations and governments. Central banks regulate the banking system,
manage monetary policies, and oversee financial stability.
Over the years, the industry has witnessed significant changes, including increased
digitization, regulatory reforms, and globalization. The banking sector has been growing at a
steady pace since its inception. The evolution of banking can be traced through the years.
Back in the day, people had to wait in long queues in banks to withdraw money, but today,
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there are cards that can help one pay for things or withdraw money. With technology
developing, the ways people have been doing banking have also been changing. In the past
decade, the banking sector has experienced significant changes due to the impact of
digitization. The digital revolution has transformed the way customers interact with their
banks, and the way banks operate their businesses. A few years ago, traditional banks were
the only trustworthy space for banking. But today, there are NBFCs, MFIs and neo banks that
exist in a digital space and provide financial services.
1.2. INTRODUCTION AND DEVELOPMENT OF DIGITIZATION IN BANKING
INDUSTRY: A JOURNEY OF 75 YEARS
Banking in India forms the base for the economic development of the country. Major
changes in the banking system and management have been seen over the years with the
advancement in technology, considering the needs of people.
The History of Banking in India dates back to before India got independence in 1947
and is a key topic in terms of questions asked in various Government exams. In this
article, we shall discuss in detail the evolution of the banking sector in India.
 1960s-1970s (Introduction of electronic banking): The earliest forms of
digitization in banking can be traced back to the 1960s and 1970s with the
introduction of electronic banking systems. Banks began using computers to
automate back office processes such as account management, transaction
processing, and record keeping, replacing manual and paper based methods.
 1980s-1990s (Automated teller machines “ATMs” and electronic funds transfer
“EFTs”): The widespread adoption of ATMs and EFTs in the 1980s in 1990s
marked a significant milestone in banking digitalization. ATM’s allowed customers
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to perform basic banking transactions such as cash withdrawals, deposits and
balance inquiries outside of traditional bank branches.
 1990s-2000s (Online banking): The emergence of the Internet in the 1990s paved
the way for the development of online banking services. Banks started offering
Internet based platforms that allowed customers to access their accounts, transfer
funds, pay bills, and conduct other banking transactions online.
 2000s-Present (Mobile banking and digital payments): The proliferation of
smartphones and mobile technology in the 2000s led to the rise of mobile banking
and digital payments. Banks develop mobile banking apps that provided users with
on the go access to the banking services, including account management, bill
payment, mobile check deposit, and person to person payments.
 2010s-Present (Fintech innovation and open banking): The 2010s witnessed a
surge in fintech innovation and collaboration between banks and technology
startups. Fintech companies introduced disruptive technologies and digital solutions
in areas such as online lending, robo advisory services, block chain based payments,
and artificial intelligence driven chat bots. Furthermore, regulatory initiatives such
as open banking mandates in certain jurisdictions encouraged banks to open up their
data and APIs to 3rd party developers, fostering greater competition and
collaboration in the banking ecosystem.
The banking system is considered almost as old as civilization and has existed
in varied forms, and the banking system in India is no exception to that. Before we
deep dive into the evolution of banking in India, let’s take a look at the banking
scene in the world. Here’s a short video that captures the evolutionary process of
banking, with a few pre-historic and mythological elements thrown in as homage to
our curious and imaginative ancestors. The banking system of a country upholds its
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economic development. Considering the economic condition of people, the need for
financial services and the advancements in technology that followed, the banking
sector in India has gone through major transformations over the past five centuries.
There you must understand the different types of banking systems in India.
1.3. DIGITIZATION IN BANKING INDUSTRY
The concept of digitization in the banking industry refers to the transformation of traditional
banking services, processes, and transactions into digital formats. This involves leveraging
technologies such as mobile apps, online banking platforms, digital wallets, and electronic
payment systems to offer consumers more convenient, efficient, and accessible banking
services. Digitization in banking often includes services like online account management,
digital payments, electronic fund transfers, mobile banking and automated customer service
among others. It aims to enhance customer experience, streamline operations, reduce costs,
and improve overall efficiency in the banking industry.
Digital technologies have transformed banking operations, leading to the rise of online
banking, digital payments, and fintech innovation. Regulatory changes aimed at enhancing
transparency and stability has reshaped the regulatory landscape for banks worldwide.
Globalization has expanded the reach of banks, allowing them to operate across borders and
serve diverse markets. Despite challenges such as economic fluctuations and regulatory
compliance, the banking industry remains a cornerstone of the modern financial system,
driving growth and prosperity
“The process of utilizing digital technology to transform traditional banking
processes and create new, innovative products and services that enhance the customer
experience, improve operational efficiency, and drive business growth.”(Capgemini). “The
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transformation of banking services and processes through the strategic use of digital
technologies such as mobile, social, cloud, and analytics, to deliver enhanced customer
experiences, improve operational efficiency, and stay ahead of market trends and
competition.”(Gartner)
1.4. DIGITAL SERVICES
The banking industry has embraced the health services to enhance customer experiences and
streamline operations. The digital services in the banking industries are:
 Online account opening: Customers can open new accounts entirely online
without visiting branch, often with instant approval and funding options.
 Digital mortgage application: Applying for mortgage online, including
uploading required documents and e-signing contracts, streamlines the
mortgage process for customers.
 Biometric authentication: Utilizing fingerprint, facial recognition, or voice
recognition for secure access to accounts and transactions.
 Real time alerts: Notifications for account activities such as deposits,
withdrawals, low balances, and suspicious transactions.
 Block chain technology: Banks are exploring block chain for secure and
transparent transactions, especially in areas like cross-border payments and
trade finances.
Some of the other online or digital services in banking industries are personal financial
management tools, virtual cards, API banking, remote check deposit, etc.
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1.5. DIGITAL PRODUCTS
In addition to digital services, the banking industry also offers various digital products to
meet the evolving needs of consumers. Here are some examples:
 Digital wallets: These allow users to store payment information securely on their
mobile devices and make contactless payment in in-store or online.
 Cryptocurrency: Some banks offer services related to crypto currencies, such as
buying, selling, and storing digital currencies like Bit coin and ethereum.
 Robo advisors: Automated investment platforms that use algorithms to provide
personalized investment recommendations and manage portfolios based on
customers risk profiles and financial goals.
Some other digital products in addition to these are digital financial goal tracking apps,
digital credit monitoring services, digital small business banking solutions, peer-to-peer
lending platforms, Digital financial education resources, etc. Digital banking involves the
digitalization of all traditional banking products, processes, and activities to service
customers using online channels. With digital banking, any bank branch services are
available and accessible 24/7 on mobiles, computers, and compatible smart devices.
1.6. Types of Banks
In India, there are many different ways through which banking can be done. And to facilitate
these ways, there are many different types of banks available in India. Some of them are:
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a) Central Banks
Central banks are the top banking institutions for any country in the world. In India, it is
reserve bank of India. They are responsible for many things like managing the currency,
money supply in the system, foreign exchange, etc. for that country. These central banks are
by and large owned by the government.
b) Commercial Banks
The main task of the commercial bank is to lend and deposit the money from corporations as
well as the public. Thus, in India, there are two types of commercial banks which exist. They
are scheduled commercial banks and non-scheduled commercial banks. But for day to day
use, we prefer commercial banks. The commercial banks in India are SBI, Axis Bank, HDFC,
Axis bank, etc.
c) Investment Banks
Investment banks are the banks whose business is to underwrite the stocks and various bond
issues. Anything related to the trade of these two is done by investment banks.
d) Cooperative Banks
The banks which are owned by the depositors are called cooperative banks. These banks are
generally coming under non-profit entities. Generally, the banks in India are divided like
scheduled banks, non-scheduled banks, and central banks. Scheduled banks are those banks
that are listed under the second schedule of the RBI act came in 1934.
There are certain conditions that these banks have to follow in order to stay in this category.
Like these banks should follow the CRAR norms, and they need to pay upfront reserves and
capital of 50 lakhs.
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1.7. Private Sector banks
Private sector banks are financial institutions that are owned and operated by private
individuals or corporations, rather than the government. They operate on a for-profit basis
and compete with other banks and financial institutions in the market. Private sector banks
play a significant role in the banking industry by offering wide range of financial products
and services to individuals, businesses, and other organization.
Private sector banks raise capital through various
means, including issuing shares to investors, raising debt through bonds or loans, and
retaining earnings. They use this capital to fund their lending activities, investments, and
operations.
These banks are subject to regulatory oversight by government authorities, such as
central banks and financial regulatory agencies, to ensure financial stability, integrity, and
consumer protection. Regulatory requirements may include capital adequacy standards,
liquidity ratios, risk management guidelines, and compliance with anti-money laundering and
know-your-customer (KYC) regulation.
Private Banks are banks owned by either the individual or a
general partner(s) with limited partner(s). Private Banks are not incorporated. In any such
case, creditors can look to both the "entirety of the bank's assets" as well as the entirety of the
sole-proprietor's/general-partners' assets.
These banks have a long tradition in Switzerland, dating back to at least
the Revocation of the Edict of Nantes (1685). Private Banks also have a long tradition in the
UK where C. Hoare & Co. has been in business since 1672.
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1.8. Public Sector Banks
Public sector banks or nationalised banks are those in which the government has retained a
majority of its share with the primary aim of public interest. In India public sector
undertakings (banks) are a major type of government owned banks, where a majority stake
(i.e., More than 50%) Is held by the Ministry of Finance of the Government of India or state
Ministry of Finance of various state governments of India. The shares of these government
owned banks are listed on stock exchanges. Their main objective is social welfare.
Public sector banks play a vital role in the economy by providing essential banking
services, promoting financial inclusion, supporting government policies, and contributing to
socioeconomic development. Their operations are guided by public interest objectives,
regulatory oversight, and government support to fulfill their mandate and serve the broader
interests of society.
1.9. TOP 5 PRIVATE SECTOR BANKS IN INDIA
 HDFC BANK
HDFC Bank Limited (also known as HDFC) is an Indian Multinational banking and financial
services company headquartered in Mumbai. It is India's largest private sector bank by assets
and the world's fifth-largest bank by market capitalization as of August 2023, following its
takeover of parent company HDFC. The Reserve Bank of India (RBI) has identified the
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HDFC Bank, State Bank of India, and ICICI Bank as Domestic Systemically Important
Banks (D-SIBs), which are often referred to as banks that are “too big to fail”
 ICICI BANK
ICICI Bank Limited is an Indian multinational bank and financial services company
headquartered in Mumbai with registered office in Vadodara. It offers a wide range of
banking and financial services for corporate and retail customers through a variety of delivery
channels and specialized subsidiaries in the areas of investment banking, life, non-life
insurance, venture capital and asset management.
 KOTAK MAHINDRA BANK
Kotak Mahindra Bank Limited is an Indian banking and financial services company
headquartered in Mumbai. It offers banking products and financial services for corporate and
retail customers in the areas of personal finance, investment banking, life insurance, and
wealth management. It is India's third largest private sector bank by market capitalization
after HDFC Bank and ICICI Bank. As of 31 March 2023, the bank has a national footprint of
1,780 branches and 2,964 ATMs.
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 AXIS BANK
Axis Bank Limited, formerly known as UTI Bank (1993–2007), is an Indian
multinational banking and financial services company headquartered in Mumbai,
Maharashtra. It is India's third largest private sector bank by assets and Fourth largest
by Market capitalization. It sells financial services to large and mid-size companies,
SMEs and retail businesses.
 FEDERAL BANK LIMITED
Federal Bank Limited is an Indian private sector bank headquartered in Aluva, Kochi and
Kerala. The Bank has 1,408+ banking outlets and, 1935+ ATMs/ CDMS spread across
different states in India and overseas representative offices at Abu Dhabi and Dubai. With a
customer base of over 16.6 million,[2] and a large network of remittance partners around the
world, Federal Bank handles more than one fifth of India's total inward remittances.
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1.10. TOP 5 PUBLIC SECTOR BANKS IN INDIA
 SBI
State Bank of India (SBI) is an Indian multinational public sector bank and financial
services statutory body headquartered in Mumbai, Maharashtra. SBI is the 48th
largest bank in the world by total assets and ranked 221st in the Fortune Global 500
list of the world's biggest corporations of 2020, being the only Indian bank on the list.
It is a public sector bank and the largest bank in India with a 23% market share by
assets and a 25% share of the total loan and deposits market. It is also the tenth
largest employer in India with nearly 250,000 employees.
 INDIAN BANK
Indian Bank is an Indian public sector bank, established in 1907 and headquartered in
Chennai. It serves over 100 million customers with 41,645 employees, 5,814 branches with
4,929 ATMs and Cash deposit machines. Total business of the bank has touched ₹1,094,752
crore (US$140 billion) as of March 231, 023. The bank's information systems and security
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processes are certified to meet ISO27001:2013 standard. It has overseas branches in Colombo
and Singapore including foreign currency banking units in Colombo and Jaffna.
 BANK OF BARODA
Bank of Baroda (BOB or BoB) is an Indian Multinational public sector bank headquartered in
Vadodara, Gujarat. It is the second largest public sector bank in India after State Bank of
India, with 153 million customers, a total business of US$218 billion, and a global presence
of 100 overseas offices. Based on 2023 data, it is ranked 586 on the Forbes Global 2000 list.
 PUNJAB NATIONAL BANK
Punjab National Bank (abbreviated as PNB) is an Indian public sector bank based in New
Delhi. It was founded in May 1894 and is the third-largest public sector bank in India in
terms of its business volumes, with over 180 million customers, 12,248 branches,
and 13,000+ ATMs. PNB has a banking subsidiary in the UK (PNB International Bank, with
seven branches in the UK), as well as branches in Hong Kong, Kowloon, Dubai, and Kabul.
It has representative offices in Almaty (Kazakhstan), Dubai (United Arab Emirates),
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Shanghai (China), Oslo (Norway), and Sydney (Australia). In Bhutan, it owns 51% of Druk
PNB Bank, which has five branches.
 UNION BANK OF INDIA
Union Bank of India, commonly referred to as Union Bank or UBI, is an Indian public sector
bank headquartered in Mumbai. It has 153+ million customers and a total business of Rs.19,
84,842 Crores. After the merging with Corporation Bank and Andhra Bank, which came into
effect on 1 April 2020, the merged entity became one of the largest PSU banks in terms of
branch network with around 8700+ branches.
 CANARA BANK
Canara Bank is an Indian public sector bank based in Bangalore, India. Established in 1906 at
Mangalore by Ammembal Subba Rao Pai. The Bank was nationalized in 1969. Canara bank
has offices in London, Dubai and New York also. Canara Bank's first acquisition took place
in 1961 when it acquired Bank of Kerala. This had been founded in September 1944 and at
the time of its acquisition on 20 May 1961 had three branches. Not just in commercial
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banking, the Bank has also carved a distinctive mark, in various corporate social
responsibilities, namely, serving national priorities, promoting rural development, enhancing
rural self-employment through several training institutes and spearheading financial inclusion
objective.
1.11. DIFFERENCE BETWEEN TRADITIONAL AND DIGITAL
BANKING SYSTEM
Basis Traditional Banking Digital Banking
Availability Only available during office hours. Available 24/7 and conveniently
be accessed from anywhere.
Interaction Human interaction and personalized No physical interaction between

attention. bank employees and customers.
Fees Higher interest rates, monthly service Lower fees or no service fees.
fees, account fees.
Accessibility Through mobile apps and other Through ATMs and bank
means online. branches.
Transactions Customers are required to make Rapid and very easy through
personal visits to banks and this takes menu driven and clear methods.
more time and more effort.
1.12. OBJECTIVES OF THE STUDY
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1. To study the consumer’s perception regarding various digital banking services.
2. To analyze the challenges associated with Digital banking services.
3. To analyze the requirement of various support systems for Digital banking services.
1.13. SIGNIFICANCE OF THE STUDY
The significance of the study lies in its potential to provide insights into how consumers
perceive the digitization of the banking industry, specifically in a localized context like
Jorhat district. By comparing perceptions between private and public sector branches,
the study can uncover differences in adoption, satisfaction, and trust levels, which can
inform strategies for both sectors to enhance their digital offerings. The significance of
this study extends beyond merely understanding consumer perceptions. It can also shed
light on the effectiveness of digitization efforts undertaken by both private and public
sector banks in Jorhat district. By identifying the factors influencing consumers'
preferences and behaviours towards digital banking services, the study can help banks
tailor their strategies to better meet customer needs and improve overall service quality.
Furthermore, the comparative nature of the study allows for the identification of best
practices and areas for improvement in sectors, fostering healthy competition and
driving innovation in the banking industry. Ultimately, the findings of this study have
the potential to contribute to the advancement of digital banking initiatives, not only in
Jorhat district but also more broadly across similar contexts, thereby facilitating
financial inclusion and economic development.
1.14. SCOPE OF THE STUDY
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 Geographical Context: The study provides an overview of Jorhat district,
including its demographic profile, economic activities, and banking infrastructure.
Also, considers any unique characteristics or challenges specific to the district that
may influence consumer perceptions towards digitization in banking.
 Technological Landscape: The study explores the existing technological
infrastructure in Jorhat district, such as internet connectivity, mobile penetration,
and availability of digital banking services.
 Regulatory Environment: The study examines regulatory frameworks governing
the banking sector in India and Jorhat district, particularly with regard to
digitization and consumer protection.
 Customer Segmentation: The study considers demographic factors such as age,
income, education level, and occupation in segmenting consumers for the study
and explores how different consumer segments perceive and engage with digital
banking services offered by private and public sector banks.
 Service Offerings: The study investigates the range of digital banking services
provided by private and public sector banks in Jorhat district, including online
banking, mobile banking, digital payments, and other innovative offerings.
 Brand Perception: The study investigates how brand perception influences
consumers' trust and adoption of digital banking services offered by different
banks.
 Customer Satisfaction: The study explores factors contributing to customer
satisfaction with digital banking services, such as ease of use, security features,
customer support, and overall banking experience.
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 Competitive Landscape: The study analyses the competitive dynamics between
private and public sector banks in Jorhat district with regards to digitization
efforts.
 Longitudinal Analysis: The study considers the potential for longitudinal analysis
to track changes in consumer perceptions towards digitization over time and
assess the sustainability and adaptability of digitization strategies implemented by
private and public sector banks in response to evolving consumer needs and
technological advancements.
 Practical Implications: The study provides practical recommendations for private
and public sector banks in Jorhat district to enhance their digital banking offerings
based on the study findings.
1.15. CHAPTER SCHEME
Chapter I This is the introductory chapter of the dissertation which comprises of
the Overview of the Banking Industry, Evolution and Transformation of Banking
from conventional to digital banking, Digital products and services, Types of
Private & Public Sector Banks, Significance and Scope of the Study.
Chapter II This chapter of the dissertation comprises the Reviews of Literature.
Chapter III This chapter includes the details of methodology of the study, the
sample size taken, sample technique used, source of data, period of the study,
analysis and interpretation of data.
Chapter IV This chapter covers the analysis and interpretation of the data
collected through online and offline survey.
Chapter V This chapter gives an insight of the project's findings.
Chapter VI This chapter gives an insight of the suggestions by the researcher.
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Chapter VII This chapter comprises of the limitations of the study.
Chapter VIII This chapter comprises of the Scope for further research.
Chapter IX This is the last chapter of the dissertation which is conclusion.
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CHAPTER II
LITERATURE REVIEW &
REFERENCE OF LITERATURE REVIEW
21
REVIEW OF LITERATURE
S. Manoj, et al (2014) in their study “ Impact of customer satisfaction towards digitalization
of banking sector with special reference to State Bank of India” explained that the satisfaction
level of the customers towards various services offered by SBI has been analyze. It is found
that the majority (72%) of the respondents are having low level of satisfaction with the SBI
services.
Prof. Pillu AC, et al (2016) in their study “Digitalization of banks: An evidence from India"
explained that There is no doubt that the Banking Sector in India has become more
competitive with the advent of The digitization in banking has started shifting the paradigm
of cash and paper based banking to cashless and paperless banking.
Rathee V, et al (2017), in their study on “Perception of customers towards service quality: A
study of digital banking practices” explained that it is found that all the dimensions named
responsiveness, reliability, assurance, empathy, system availability and privacy found
significant in case of digital banking practices. Responsiveness dimension is the strongest
contributor in digital banking service quality followed by assurance, empathy, reliability,
privacy and system availability.
Deshpande BN, et al (2018), in their study “Digitalization in Banking Sector” explained that
the digitalization brings innovation, ease of working, new job opportunities and growth in the
economy. It helps to bring transparency in the system and more transparent are the flow of
funds in the economy, less is the problem of tax evasion, parallel economy.
Shettar MR, et al (2019), in their study on “Digital banking an Indian perspective”
explained that with the increasing usage of smart phones, digitalization of banking sector is
inevitable to catch up the increasing expectations of the world. It indeed reduced human
22
errors and increased convenience. The number of customer base has also increased because
of the convenience in 'Anywhere Banking'. Digital banking is converting the brick and mortar
banks into more greener and efficient places to operate.
Kusuma KM, et al (2020), in their study "Digitalization of banks: An evidence from India"
explained that There is no doubt that the Banking Sector in India has become more
competitive with the advent of digitization and the Digital India Program for ensuring better
customer service, thereby attaining the goal of a cash-less economy. The digitization in
banking has started shifting the paradigm of cash and paper based banking to cashless and
paperless banking.
Ahmed A, et al (2020), in their study “The impact of Digitalization in Indian
banking sector” explained that Digitalization has had a significant impact on the Indian
banking system, transforming various aspects of the industry. Customers can perform various
banking operations such as fund transfers, bill payments, and account management with just a
few clicks, eliminating the need for paperwork and reducing processing time.
Sharma R, et al (2021), in his study on “Analysis of consumer perception towards
digitalization in banking sector with special reference of ICICI bank” explained that in the
present Scenario of Digitalization this is the need of all to be the part of change From the
above Analysis which was made on the basis of dimensions such as tangibility, reliability,
Responsiveness, assurance, empathy, accuracy and security at 5% level of significance we
conclude that There may be selective perception of consumer towards services provided by
Kumar H, et al (2021), in their study on “Digitization in banking sector in India: An
overview” explained that Despite tremendous progress in financial inclusion over the last
decade, especially in India and China, approximately 1.7 billion people remain unbanked
today, with nearly all of them residing in developed countries. India also exemplifies how
23
numerous policy changes related to digital finance, such as the restructuring of the
conventional banking system with the central bank (regulator) playing a key role, will address
many of the problems of financial growth and inclusion that previously seemed
insurmountable.
Kumar Sindhi V, et al (2023) in their study "Digital Banking in India: A literature review"
explained that Digital banking has a substantial market share. Every consumer now accepts
digital banking for their convenience. Digital banking is transforming traditional banks into
larger and more efficient places of business. Customers' transactions are made easier.
24
References
 S. Manoj, K. Sri Gnanashanmugam, Karthikeyan R, Dr. C. Eahambaram (2022),
“Impact of Customer Satisfaction towards Digitalisation of Banking Sector with
special reference to SBI”, Journal Of Emerging Technologies and Innovative Research
(JETIR). ISSN: 2349-5162, Vol. 9, Issue 11, PP- A173-A177.
 Prof. Amaresh C Pillu (2016), “Digitalisation of Banks: An evidence from India”,
JETIR. ISSN: 2349-5162, Vol. 3, Issue 1, PP- 1074-1082.
 Dr. Vijay Rathee, Ritu Yadav (2017), “Perception of Customers’ towards Service
Quality: A study of Digital Banking Practises”, International Journal of Management,
IT & Engineering. ISSN: 2249-0558, Vol. 7, Issue 10, PP-202-220.
 Mrs Bhagyashree N. Deshpande (2018), “Digitalisation in Banking Sector”,
International Journal of Trend in Scientific Research and Development (IJTSRD).
ISSN: 2456-6470, Issue- ICD/EB/2018, PP-80-85.
 Dr. (Smt.) Rajeshwari M. Shettar, Shri. Hurakali Ajja Shikshan Samiti (2019), “Digital
Banking an Indian Perspective”, ISOR Journal of Economics and Finance (IOSR-JFF).
ISSN: 2321-5933, Vol. 10, Issue 3 Ser, PP 01-05.
 Kusuma KM (2020), “Digitalization of banks: An evidence from India, IJRAR. E-
ISSN- 2348-1269, P-ISSN: 2349-5138, Volume-7, Issue-1, PP-571-579.
 Mr. Ahsan Ahmed (2020), “The Impact of Digitalisation on Indian Banking Sector”,
International Journal of Advanced Multidisciplinary Research. ISSN: 2393-8870, Vol.
7, Issue 8, PP-83-92.
 Ravi Sharma, Prof. Dr. Sudhindher Singh Chowhan and Dr. Rachna Arya (2020),
“Analysis of Customers’ Perception towards Digitalization in Banking Sector with
special reference of ICICI Bank”, International Journal of Multidisciplinary
Educational Research. ISSN: 2277-7881, Vol. 10, Issue: 1(4) PP-54-61.
25
 Dr. Harendra Kumar (2021), “Digitization in Banking Sector In India: An Overview”,
International Journal Of Creative Research Thoughts (IJCRT). ISSN: 2320-2882, Vol.
9, Issue 5, PP- d201-d206.
 Vivek Kumar Sindhi (2023), “Digital Banking in India: A Literature Review”,
International Journal for Innovative Research in Multidisciplinary Field. ISSN (O):
2455-0620, Vol. 9, Issue 3, PP-103-106.
26
CHAPTER 3
RESEARCH METHODOLOGY
27
3.1. RESEARCH METHODOLOGY
This study is conducted to examine the perception of customer’s towards revolution in
banking industry and selection of banks from two categories i.e. public & private sector.
FIGURE 3.1. A ROAD-MAP TO CONDUCT THE STUDY
Review On Banking Industry Overview On Banking

Sector
Revolution
Questionnaire Structured
Banking Architecture
Service Via Digital Platform Statistical Tool Selection
Concept Of Termed
Used
Primary Data Collection In

Select District
Collect Responses
Concluding Remarks of the Abstract Findings Analysis The Data

study Suggestions’ Examined The Research
Questions
28
3.2. RESEARCH DESIGN:
The methodology of the study is based on the primary data collected through well-framed and
structured questionnaire to elicit the well-considered opinion of both public sector and Private
sector banks customers who are using the digital services since last few years in Jorhat,
Assam. Primary data are collected for the purpose by locating and identifying contacts that
are using digital form of banking in Jorhat and thereby taking the help of each identified
contact to get responses from other users of digital banking as known to them. Since it’s not
possible to touch each and every people, so researcher used snowball technique.
3.3. SUMMARIZATION OF RESEARCH GAP
Gap Brief description Probable cause
Gap 1 Differences between the target  Insufficient marketing

markets’ expected services and research.
The Knowledge Gap management’s perceptions of  Inadequate upward
the target markets’ expected communication.
services.  Too many layers of
communication have
formed a gap.
Gap 2 Difference between  Lack of management
management’s perception of commitment to service
The Standard Gap/ The customer’s expectation and the
quality.
Technological Gap translation into service  Employee perceptions of
procedures and specifications. infeasibility.
 Inadequate task
standardization.
Gap 3 Difference between the  Technical breakdown

evaluation of your or malfunctions.
The Delivery Gap/ organization’s current security
 Role-conflict/
Security Assurance Gap posture and security framework. ambiguity.
 Poor technology fit.
29
3.4. UNIVERSE OF THE STUDY:
For the purpose of the study, the total user of digital banking service index will be
considered from Jorhat district, Assam.
3.5. AREA OF THE STUDY:
The study considered the both public and private sector banks and the customers who are
spending on the technology in B 2 C segment and locating and identifying contacts who use
digital form of banking in Jorhat district and there by taking the help of each identified
contact to get response from other users of digital banking services as known to them.
3.6. SOURCES OF DATA:
Data plays an important role in research. Facts, information or premises properly collected
and formally presented for the coming and for the purpose of drawing conclusions may be
called data. Mostly there are two ways to collect data and this study is based on two sources
of data namely primary and secondary data.
Primary Data: Primary data also known as first-hand information were collected from the
sample size with the help of online questionnaire where concerned questions are close ended
in nature. Primary data are collected for the purpose by locating and identifying the contacts
that uses online sites and application that requires their Private data. Since it's not possible to
touch each and every people, so Snowball sampling techniques is being used by which
representative sample size are taken at our locality.
Secondary Data: Secondary data are the data in actual existence, in records having being
already collected and also treated statistically. In short, it is the data that have been already
collected, presented, tabulated and located with analytical that have been collected by some
30
agencies, government department and research worker. The Secondary data presented in this
project were collected from books, journals, magazines, newspapers, websites and
researcher's studies.
3.7. SELECTION OF BANK CUSTOMERS:
Each of the public sector banks and private sector banks has different number of branches in
different parts of Jorhat district. Therefore care was taken to ensure the selection of customers
from each bank in a fairly proportionate manner.
3.8. DATA COLLECTION:
Around 150 questionnaires were distributed to the consumers of public and private sector
banks.
3.9. STATISTICAL TOOLS USED:
The data is calculated by the help of simple percentage method and weighted mean
3.10. SAMPLE DETERMINATION:
The snowball sampling method is considered for the determination of sample size. In the
study both Private sector and Public sector banks are considered. The perception of
conusmers’ towards digitization in banking industry is also considered.
31
3.11. PERIOD OF THE STUDY:
The period of the study is from 1st March 2024 to 10th April 2024. The data has been collected
from month of March of this year and the report is prepared by Mid-March.
3.12. CLASSIFICATION OF QUESTIONNAIRE
S. No Major Bi-polar type Multiple Likert’s Statements Total

Divisions questions choice 5-point
question scale
type
question
1 General- 0 4 0 0 4
demographic
2 Banking 0 4 2 0 6
services
3 Digitization in 0 9 3 0 12
Banking
Industry
4 Challenges & 0 6 1 0 7
Other factors
(Structured by the Researcher)
3.13. QUESTIONNAIRE DESIGN AND SCALE DEVELOPMENT:
After completing review of literature related to the study, the researcher drafted the
questionnaire. The questions were posed to bank consumers on select area soliciting their
responses in different scales. The main scale is the 5 point Likert scale. The questionnaire
was designed with four major sections, each division containing relevant questions depending
upon the responses required from the bank customers as shown as below:
1. Section I deals with the demographic profile of the respondents.

2. Section II deals with the questions related to use of banking services in Jorhat district.
3. Section III deals with the questions related to Digitization in banking industry.
4. Section IV is related to challenges and other factors relevant to public and private
sector banks in Jorhat.
32
CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
33
DATA ANALYSIS AND INTERPRETATION
Table 4.1 Respondent’s profile according to age group
Age group Respondents (Respondents in %)
18-24 48 47.5%
25-34 32 31.6%
35-44 9 8.9%
45-54 10 9.9%
55 and above 2 1.9%
Total 101 99.8%
(Compiled from survey data)
Fig: 4.1 Figure showing the age of the respondents
47.5
Age of Repondents
50
45
40
35 31.6
30
25
20
15
8.9 9.9
10
5 1.9
0
18-24 25-34 35-44 45-54 55+
Interpretation
34
Table 4.1 represents the age of the respondents according to the select age categories for the
study. The above table indicates the age frequencies of the respondents under 5 categories,
where out of 101 sample respondents’ 48 number of respondents’ (47.5%) are falls in
between 18 to 24 years of age categories followed by 32 respondents (31.6%) are stands in 25
to 34 years age, 9 respondents (8.9%) are falls under 35 to 44 years of age categories, 10
number of respondents (9.9%) are from 45 to 54 years of age category and 2 respondents
(1.9%) from 55+ age category respectively. The above age frequency is adopted to examine
the acceptance level in regards to the customers’ perception towards digitization in banking
industry for the study. Figure 4.2 is the graphical representation of Age (in percentage) within
the select sample size for the study according to the categories.
35
Table 4.2 Respondent’s profile according to gender
Gender Respondents (Respondent in %)
Male 51 50.4%
Female 50 49.5%
Others 0 0%
Prefer not to say 0 0%
Total 101 99.9%
Fig: 4.2 Figure showing gender of the respondents
Gender
60
50.4 49.5
50
40
30
20
10
0 0
0
Male Female Others Prefer not to say
Interpretation
Table 4.2 indicates the gender profile of the sample respondents selected for the study i.e.
with 101 sample size. The above table segregated the frequency of respondents according to
the select categories. The above table shows that out of 101 responses 51 (50.4%) are falls
36
under male category followed by 50 number of responses (49.5%) are from female category
and there are no other respondents falls under “Other” or “Prefer not to say” category from
the select sample size. This is the basic parameter which depicts the consumers’ perception
towards digitization in banking industry for the study. Figure 4.2 is the graphical
representation of gender profile (in percentage) within the select sample size for the study
according to the categories.
37
Table 4.3 Respondent’s profile according to occupation
Occupation Respondents (Respondent in %)
Student 42 41.5%
Employed 35 34.6%
Self employed 13 12.8%
Retired 2 1.9%
Unemployed 9 8.9%
Total 101 99.6%
Fig: 4.3 Figure showing the occupation of the respondents
Occupation
45 41.5
40
34.6
35
30
25
20
15 12.8
8.9
10
5 1.9
0
Student Employed Self employed Retired Unemployed
Interpretation
38
Table 4.3 indicates the occupation of the respondents according to occupation categories of
the study. The above table shows the occupation frequencies of the respondents under 5
categories, where out of 101 sample respondents, 42 respondents (41.5%) are under students,
35 respondents (34.6%) are under employed, 13 respondents (12.8%) are falls under self-
employed and 2 respondents (1.9%) stands in Retired category and 9 respondents (8.9) fall
under unemployed respectively. The above occupation frequency is adopted to examine the
acceptance level in regards to the consumers’ perception towards Digitization in banking
industry for the study. Figure 4.3 is the graphical representation of Occupation of the
respondents (in percentage) within the select sample size for the study according to the
categories.
39
Table 4.4 Respondent’s profile according to income level
Income level Respondents (Respondent in %)
15000-20000 12 11.9%
20000-35000 9 8.9%
35000-50000 9 8.9%
50000 and above 8 7.9%
Prefer not to say 63 62.3%
Total 101 99.9%
Fig: 4.4 Figure showing the income level of the respondents
Income Level
70 62.3
60
50
40
30
20
11.9 8.9 8.9 7.9
10
0
15000-20000 20000-35000 35000-50000 50000+ Prefer not to say
Interpretation
40
Table 4.4 indicates the income level of the respondents according to the select income
categories of the study. The above table shows the income frequencies of the respondents
under 5 categories, where out of 101 sample respondents, 12 respondents (11.9%) are under
15000-20000 income level followed by 9 respondents (8.9%) are between 20,000-35,000
income level, 9 respondents (8.9%) are falls under 35,000-50,000 income level, respondents
(7.9%) are falls under 50,000+ income level and 63 respondents (62.3%) prefer not to say
income level respectively. The above income frequency is adopted to examined the
acceptance level in regards to the customers’ perception towards digitization in banking
industry for the study. Figure 4.4 is the graphical representation of Monthly income (in
percentage) within the select sample size for the study according to the categories.
41
Table 4.5 How often respondents use Banking services?
Frequency Respondents (Respondent in Weighted Weighted mean

%) frequency score
Frequently 57 56.4% 56.4*5=282 4.15
Weekly 21 20.7% 20.7*4=82.8
Monthly 10 9.9% 9.9*3=29.7
Rarely 13 12.8% 12.8*2=25.6
Annually 0 0% 0
Total 101 99.8% 420.1
Fig 4.5 Figure showing how often the respondents use banking services
Banking Usage
60 56.4
50
40
30
20.7
20
12.8
9.9
10
0
0
Frequently Weekly Monthly Rarely Annually
42
Interpretation
Table 4.5 indicates how often the respondents use banking services. The above table shows
the frequencies of the respondents under 5 categories, where out of 101 sample respondents,
57 respondents (56.4%) are under frequently followed by 21 respondents (20.7%) weekly, 10
respondents (9.9%) fall under monthly, 13 respondents (12.8%) fall under rarely and 0
respondents (0%) annually respectively. The above frequency is adopted to examine the
industry for the study. Figure 4.5 is the graphical representation of how often the respondents
use banking services (in percentage) within the select sample size for the study according to
the categories.
43
Table 4.6 Are respondents aware of the digital banking services offered by their bank?
Categories Respondents (Respondent in Weighted Total Weighted

%) frequency weighted mean
score frequency
score
Very 52 51.4% 51.4*5=257 441.08 4.36

aware
Somewhat 40 39.6% 39.6*4=158.4

aware
Not very 8 7.9% 7.9*3=23.7

aware
Not aware 1 0.99% 0.99*2=1.98

at all
Unsure 0 0% 0
Fig: 4.6 Figure showing how aware are the respondents of Digital banking
44
Awareness towards Digital banking
60
51.4
50
39.6
40
30
20
7.9
10
0.99
0
0
Very aware Somewhat Not very aware Not at all Unsure
Interpretation
Table 4.6 indicates how aware the respondents of Digital banking are. The above table shows
the frequencies of the respondents under 5 categories, where out of 101 sample respondents,
52 respondents (51.4%) are under very aware followed by 40 respondents (39.6%) Somewhat
aware, 8 respondents (7.9%) fall under not very aware, 1 respondent (0.99%) fall under not at
all and 0 respondents (0%) unsure respectively. The above frequency is adopted to examine
the acceptance level in regards to the customers’ perception towards digitization in banking
industry for the study. Figure 4.6 is the graphical representation of the how aware are the
respondents of Digital banking (in percentage) within the select sample size for the study
according to the categories.
45
Table 4.7 How likely are respondents to use online banking services for applying loans and
credit products?
Category Respondents (Respondents Weighted Total Weighted

in %) frequency Weighted Mean
score Frequency
Score
Very likely 22 21.7% 21.7*5=108.5 338.7 3.35
Likely 35 34.6% 34.6*4=138.4
Very 16 15.8% 15.8*3=47.4

unlikely
Unlikely 17 16.8% 16.8*2=33.6
Unsure 11 10.8% 10.8*1=10.8
Table 4.7 depicts the how likely are respondents to use online banking services for applying
loans and credit products according to the select categories as the parameter for the study.
The researcher has adopted 5-point Likert scale for analyzing the frequency score, segmented
46
as very likely (5), likely (4), Unsure (3), Unlikely (2) and very unlikely (1) respectively. The
above table highlighted that out of 101 sample responses, 22 responses (21.7%) are falls
under the category segmented as “Very Likely” with the 108.5 Weighted frequency score,
followed by out of 101 responses from the sample 35 number of responses (34.6%) stands
under the category segmented as “Likely” with the 138.4 weighted frequency score, 11
number of responses (10.8%) out of 101 sample responses are unsure about onine banking
services for applying loans with the weighted frequency score of 10.8. Out of 101 sample
responses 16 and 17 number of responses with 15.8% & 16.8% falls under very unikely and
unlikely with the weighted frequency score of 47.4 & 33.6 respectively. The total weighted
frequency score in the above- mentioned parameter according to the select frequency scale is
338.7 and the weighted mean of the same is 3.35.
Table 4.8 Respondents’ trust towards financial stability of public sector banks
Categories Respondents (Respondents Weighted Total Weighted

in %) frequency in Weighted Mean
score Frequency
Score
Very likely 28 27.7 27.7*5=138.5 389.3 3.8
Likely 43 42.5 42.5*4=170
Neutral 25 24.7 24.7*3=74.1
Unlikely 2 1.9 1.9*2=3.8
Very 3 2.9 2.9*1=2.9

unlikely
Table 4.8 depicts the how likely are respondents to use online banking services for applying
loans and credit products according to the select categories as the parameter for the study.
The researcher has adopted 5-point Likert scale for analyzing the frequency score, segmented
as very likely (5), likely (4), Neutral (3), Unlikely (2) and very unlikely (1) respectively. The
47
under the category segmented as “Very Likely” with the 138.5 Weighted frequency score,
under the category segmented as “Likely” with the 170 weighted frequency score, 25 number
of responses (24.7%) out of 101 sample responses are “Neutral” with the weighted frequency
score of 74.1. Out of 101 sample responses 2 and 3 number of responses with 3.8% & 2.9%
falls under unikely and very unlikely with the weighted frequency score of 3.8 & 2.9
respectively. The total weighted frequency score in the above- mentioned parameter
according to the select frequency scale is 389.3 and the weighted mean of the same is 3.8.
Comparison Stochastic on Consumers’ Likeness level
Table 4.9 Comparative analysis according to the selected variables
Variables Total Weighted Weighted Mean Average Mean
Frequency Scale
Applying loans & 338.7 3.35 3.57
Credit purchases
Trust the financial 389.3 3.8
stability of Public
sector banks
48
Weighted Mean Value
3.9
3.8
3.7
3.6
Likeness Level
3.5
3.4
3.3
3.2
3.1
Applying Loans from On- Trust in Public Sector
line Banking Banks
Table 4.10 Respondent’s satisfaction with digital banking services offered by their bank
Satisfaction Respondents (Respondents Weighted Total Weighted

level in %) frequency Weighted Mean
score Score
Very 30 29.7% 29.7*5=148.5 410.4 4.06

satisfied
Satisfied 56 55.4% 55.4*4=221.6
Neutral 13 12.8% 12.8*3=38.4
Very 0 0% 0
dissatisfied
Dissatisfied 2 1.9% 1.9*1=1.9
Table 4.10 depicts respondent’s satisfaction with digital banking services offered by their
bank according to the select categories as the parameter for the study. The researcher has
49
adopted 5-point Likert scale for analyzing the frequency score, segmented as very satisfied
(5), satisfied (4), Neutral (3), Very dissatisfied (2) and dissatisfied (1) respectively. The
under the category segmented as “Very satisfied” with the 148.5 Weighted frequency score,
under the category segmented as “satisfied” with the 221.6 weighted frequency score, 13
number of responses (12.8%) out of 101 sample responses are “Neutral” with the weighted
frequency score of 38.4. Out of 101 sample responses 0 and 2 number of responses with 0%
& 1.9% falls under very dissatisfied and dissatisfied with the weighted frequency score of 0
& 1.9 respectively. The total weighted frequency score in the above- mentioned parameter
Table 4.11 Respondents’ satisfaction level with customer’s support in Digital banking
services
Satisfaction Respondents (Respondents Weighted Total Weighted

level in %) frequency Weighted Mean
score Frequency
Score
Very 20 19.8% 19.8*5=99 389.78 3.8

satisfied
Satisfied 56 55.45% 55.45*4=221.8
Neutral 22 21.7% 21.7*3=65.1
Dissatisfied 1 0.99% 0.99*2=1.98
Very 2 1.9% 1.9*1=1.9

dissatisfied
50
Table 4.11 depicts respondent’s satisfaction level with customer’s support in Digital banking
services according to the select categories as the parameter for the study. The researcher has
adopted 5-point Likert scale for analyzing the frequency score, segmented as very satisfied
(5), satisfied (4), Neutral (3), Very dissatisfied (2) and dissatisfied (1) respectively. The
under the category segmented as “Very satisfied” with the 99 Weighted frequency score,
under the category segmented as “satisfied” with the 221.8 weighted frequency score, 22
number of responses (21.7%) out of 101 sample responses are “Neutral” with the weighted
frequency score of 65.1. Out of 101 sample responses 1 and 2 number of responses with
0.99% & 1.9% falls under dissatisfied and very dissatisfied with the weighted frequency
score of 0 & 1.9 respectively. The total weighted frequency score in the above- mentioned
parameter according to the select frequency scale is 410.4 and the weighted mean of the same
is 4.06.
Comparison Stochastic on Consumers’ Satisfaction level
Frequency Scale
Digital Banking 410.4 4.06 3.93
Services
Customers’ 389.78 3.8
Support provided
for DBS
51
Weighted Mean Value

4.1
4.05
3.95
Satisfaction Level
3.9
3.85
3.8
3.75
3.7
3.65
Digital Banking services Customers' Support
provided for DBS
Table 4.13 Do respondents find digital banking more convenient than traditional method of
Banking?

score Frequency
Score
Much more 49 48.5% 48.5*5=242.5 434.4 4.3

convenient
Somewhat 40 39.6% 39.6*4=158.4

convenient
Neutral 10 9.9% 9.9*3=29.7
Not more 2 1.9% 1.9*2=3.8

convenient
Not at all 0 0% 0
convenient
52
Fig: 4.13 Figure showing how many respondents find digital banking more convenient than
traditional method of banking.
More convenient banking system

60
48.5
50
39.6
40
30
20
9.9
10
1.9
0
0
Much more Somewht Neutral Not more Not at all
convenient convenient convenient convenient
(Compiled from survey data
Interpretation
Interpretation: the table 4.13 highlighted the respondent perception related to more
convenient banking method with the select sample size. The researcher has adopted the 5
point-Likert scale to measure the mentioned perimeter, scaled as Not at all convenient (5),
Not more convenient (4), Neutral (3), Somewhat convenient(2), Much more
convenient(1).The above table depicts that out of 10 sample responses 0 numbers of
responses (0) are screened under the scale of “Not at all convenient” category with the
weighted frequency score of 0, followed by 2 responses (1.9%) are from “Not more
convenient” category in their recommendations or reference to others with the weighted
frequency score of 3.8, out of 101 sample size 10 responses (9.9%) are screened under the
scale of “Neutral” category with the weighted frequency score of 29.7 , followed by 40
number of respondents (39.6%) are screened under the scale of “Somewhat convenient”
53
category with the weighted frequency score of 158.4, 49 number of respondents (48.5%) are
screened under the scale of “Much more convenient” category with the weighted frequency
scale of 242.5. The total weighted frequency score in the above-mentioned parameter
according to the selected frequency scale is 434.4 and weighted mean of the same is 4.3.
From the above table the researcher found that most of the respondents prefer to use “Digital
banking instead of traditional banking system”.
Table 4.14 How secure do respondent’s find digital banking compared to traditional
banking?

score Frequency
Score
Very 30 29.7% 29.7*5=148.5 380.6 3.7

secure
Somewhat 43 42.5% 42.5*4=170

secure
Not very 16 15.8% 15.8*3=47.4

secure
Not secure 3 2.9% 2.9*2=5.8

at all
Unsure 9 8.9% 8.9*1=8.9
54
Fig: 4.14 Figure showing how secure do respondent’s find digital banking compared to
traditional banking.
Security in Digital banking

42.5
37.5
32.5
27.5
22.5
17.5
12.5
7.5
2.5
Very secure Somewhat secure Not very secure Not secure at all Unsure
Percentage 29.7 42.5 15.8 2.9 8.9
Interpretation
Table 4.14, indicates the percentage of how secure do respondents find digital banking
compared to traditional banking that responded to this study. The Researcher found that the
percentage of respondents are divided into very secure as 29.7%, somewhat secure as 42.5%,
not very secure as 15.8%, not secure at all as 2.9% and unsure as 8.9%. So almost 72.2%
people find digital banking more secure than traditional banking method. But, 18.7% of
people still find traditional or conventional banking more secure than digital banking. The
weighted frequency score is 380.6 and weighted mean is 3.7.
55
Table 4.15 Respondents’ Views on DBS in Remote areas

in %) frequency score Weighted Mean
frequency
score
Yes 56 55.45% 55.45*5=277.25 429.45 4.2
Somewhat 30 29.7% 29.7*4=118.8
Neutral 7 6.9% 6.9*3=20.7
Unsure 5 4.9% 4.9*2=9.8
No 3 2.9% 2.9*1=2.9
56
Fig: 4.15 Figure showing respondents’ views on DBS in remote areas
DBS in Remote areas

55
45
35
25
15
Yes Somewhat Neutral Unsure No

Percentage 55.45 29.7 6.9 4.9 2.9
Interpretation
Table 4.15 indicates respondents’ views on DBS in remote areas. The above table shows the
frequencies of the respondents under 5 categories, where out of 101 sample respondents, 56
respondents (55.45%) are under Yes followed by 30 respondents (29.7%) Somewhat, 7
respondents (6.9%) fall under Neutral, 5 respondent (4.9%) fall unsure and 3 respondents
(2.9%) No. respectively. The above frequency is adopted to examine the acceptance level in
regards to the customers’ perception towards digitization in banking industry for the study.
Figure 4.15 is the graphical representation of respondents’ views on DBS in remote areas (in
percentage) within the select sample size for the study according to the categories.
57
Table 4.16: Respondents’ view on frequency of encountering technical glitches while using
Digital Banking Services

score Frequency
Score
Never 6 5.9% 5.9*5=29.5 356.2 3.52
Rarely 55 54.45% 54.45*4=217.8
Occasionally 30 29.7% 29.7*3=89.1
Frequently 10 9.9% 9.9*2=19.8
58
Very 0 0% 0
frequently
adopted 5-point Likert scale for analyzing the frequency score, segmented as Never (5),
Rarely (4), Occasionally (3), frequently (2) and Very frequently (1) respectively. The above
table highlighted that out of 101 sample responses, 6 responses (5.9%) are falls under the
category segmented as “Never” with the 29.5 Weighted frequency score, followed by out of
101 responses from the sample 55 number of responses (54.4%) stands under the category
segmented as “Rarely” with the 217.8 weighted frequency score, 30 number of responses
(29.7%) out of 101 sample responses are “Occasionally ” with the weighted frequency score
of 89.1. Out of 101 sample responses 10 and 0 number of responses with 19.8% & 0% falls
under frequently and very frequently with the weighted frequency score of 19.8 & 0
Table 4.17 Respondents facing server issues while using digital banking apps
Level of Respondents (Respondents Weighted Total Weighted

frequency in %) frequency score Weighted Mean
Frequency
Score
Very 6 5.9% 5.9*5=29.5 287.62 2.84

frequently
Frequently 15 14.8% 14.8*4=59.2
Occasionally 46 45.54% 45.54*3=136.62
59
Rarely 29 28.7% 28.7*2=57.4
Never 5 4.9% 4.9*1=4.9
adopted 5-point Likert scale for analyzing the frequency score, segmented as Never (5),
Rarely (4), Occasionally (3), frequently (2) and Very frequently (1) respectively. The above
table highlighted that out of 101 sample responses, 5 responses (4.9%) are falls under the
category segmented as “Never” with the 4.9 Weighted frequency score, followed by out of
101 responses from the sample 29 number of responses (28.7%) stands under the category
segmented as “Rarely” with the 57.4 weighted frequency score, 46 number of responses
(45.5%) out of 101 sample responses are “Occasionally ” with the weighted frequency score
of 136.2. Out of 101 sample responses 15 and 6 number of responses with 14.8% & 5.9%
falls under frequently and very frequently with the weighted frequency score of 59.2 & 29.5
Comparison Stochastic on Consumers’ Frequency level
Frequency Scale
Technical glitches 356.2 3.52 3.18
in Digital Banking
Server Issues in 287.62 2.84
60
Digital Banking
(
Weighted Mean Value
C o
4
m pi
3.5
le 3 d
2.5
Frequency
1.5
0.5
0
Technical Glitches in Server Issues in DBS
DBS
from survey data)
Table 4.19 Respondents’ reliability in digital banking services in processing transactions
accurately and efficiently
Reliability Respondents (Respondents Weighted Total Weighted

level in %) frequency score Weighted Mean
Frequency
Score
Very 35 34.6% 34.6*5=173 408.54 4.04

reliable
Reliable 44 43.56% 43.56*4=174.24
Neutral 20 19.8% 19.8*3=59.4
Very 0 0% 0
61
unreliable
Unreliable 2 1.9% 1.9*1=1.9
Fig: 4.19 Figure showing respondents’ reliability in digital banking services in processing
transactions accurately and efficiently
Percentage
1.9
19.
8
34.
6
Very reliable
Reliable
Neutral
Very unreliable
Unreliable
43.
56
Interpretation
Table 4.19 indicates respondents’ reliability in digital banking services in processing
transactions accurately and efficiently. The above table shows the frequencies of the
respondents under 5 categories, where out of 101 sample respondents, 35 respondents
(34.6%) are under Very Reliable followed by 44 respondents (43.56%) Reliable, 20
respondents (19.8%) fall under Neutral, 0 respondents (0%) fall under Very Unreliable and 2
respondents (1.9%) unreliable respectively. The above frequency is adopted to examine the
62
industry for the study. Figure 4.19 is the graphical representation of respondents’ reliability in
digital banking services in processing transactions accurately and efficiently (in percentage)
within the select sample size for the study according to the categories.
Table 4.20 How easy is it for respondents to navigate through the features and functionalities
of Digital banking apps?

score Frequency
Score
Very easy 25 24.7% 24.7*5=123.5 391.4 3.8
Easy 47 46.5% 46.5*4=186
Neutral 25 24.7% 24.7*3=74.1

Difficult 4 3.9% 3.9*2=7.8
63
Very 0 0% 0
difficult
Fig: 4.20 Figure showing how easy is it for respondents to navigate through the features and
functionalities of Digital banking apps
Percentage
3.9
24.7
24.7
Very easy
Easy
Neutral
Difficult
Very difficult
46.5
Interpretation
Table 4.20 indicates how easy it is for respondents to navigate through the features and
functionalities of Digital banking apps. The above table shows the frequencies of the
respondents under 5 categories, where out of 101 sample respondents, 25 respondents
(24.7%) are under Very easy followed by 47 respondents (46.5%) Easy, 25 respondents
(24.7%) fall under Neutral, 4 respondent (3.9%) fall under Difficult and 0 respondents (0%)
Very difficult respectively. The above frequency is adopted to examined the acceptance level
in regards to the customers’ perception towards digitization in banking industry for the study.
64
Figure 4.20 is the graphical representation of how easy is it for respondents to navigate
through the features and functionalities of Digital banking apps (in percentage) within the
select sample size for the study according to the categories.
Table 4.21 Do respondents agree that any failure in computer system can cause entire
network go down in Digital banking system?
Categories Respondents (Respondents in Weighted Total Weighted

%) frequency score Weighted Mean
Frequency
Score
Strongly 8 7.9% 7.9*5=39.5 319.2 3.16

agree
Agree 36 35.6% 35.6*4=142.4
Neutral 33 32.6% 32.6*3=97.8
65
Disagree 16 15.8% 15.8*2=31.6
Strongly 8 7.9% 7.9*1=7.9

disagree
Fig: 4.21 Figure showing do respondents agree that any failure in computer system can cause
entire network go down in Digital banking system
Percentage
7.9 7.9
15.8
Strongly agree
35.6
Agree
Neutral
Disagree
Strongly disagree
32.6
Interpretation
Table 4.21 indicates do respondents agree that any failure in computer system can cause
entire network go down in Digital banking system. The above table shows the frequencies of
the respondents under 5 categories, where out of 101 sample respondents, 8 respondents
(7.9%) are under strongly agree followed by 36 respondents (35.6%) Agree, 33 respondents
(32.6%) fall under Neutral, 16 respondent (15.8%) fall under Disagree and 8 respondents
(7.9%) Strongly disagree respectively. The above frequency is adopted to examine the
66
industry for the study. Figure 4.21 is the graphical representations of do respondents agree
that any failure in computer system can cause entire network go down in Digital banking
system (in percentage) within the select sample size for the study according to the categories.
Table 4.22 Respondents’ preferences in banks for loan products and services

in %) frequency weighted mean
score frequency
score
Private 23 22.7% 22.7*8=181.6 560.6 5.5

sector
Public 39 38.6% 38.6*7=270.2

sector
Private and 11 10.8% 10.8*6=64.8

Public
sector
Pri.,Pub., 2 1.98% 1.98*5=9.9
67
unsure
Public, 2 1.98% 1.98*4=7.9

others and
unsure
Private and 1 0.9% 0.9*3=2.7

others
Others 1 0.9% 0.9*2=1.8
Unsure 22 21.7% 21.7*1=21.7
Fig: 4.22 Figure showing respondents’ preferences in banks for loan products and services
Percentage
42.5
37.5
32.5
27.5
22.5
17.5
12.5
7.5
2.5
Private Public Private & Pri., Pub., Pub., Pri.,Other Others Unsure
Public Unsure Oth., Un- s
sure
Percentage 22.7 38.6 10.8 1.98 1.98 0.9 0.9 21.7
Interpretation
Table 4.22 indicates the percentage of respondents’ preferences in banks for loan products
and services that responded to this study. The Researcher found that 22.7% of respondents
prefer private sector banks, 38.6% prefer public sector banks, 10.8% prefer both public and
private sector, 3.96% prefer private, public banks and they might have some other bank
preferences too, while 0.9% prefer private and other banks, 0.9% others and rest 21.7% are
unsure. The total weighted frequency is 560.6 and the weighted mean is 5.5. These stats
68
shows that even after so much classification a major percentage of people are yet confused in
selection of banks for loan products and services.
Table 4.23 Respondents preferences of banks in long term financial planning

score Frequency
Score
Private 16 15.8% 15.8*6=94.8 441.8 4.3

sector
Public 59 58.4% 58.4*5=292

sector
Private, 3 2.9% 2.9*4=11.6
69
Public &
Other
sectors
Private and 8 7.9% 7.9*3=23.7

Public
sector
Others 5 4.9% 4.9*2=9.8
Unsure 10 9.9% 9.9*1=9.9
Fig: 4.23 Figure showing respondents’ preferences of banks in long term financial planning
Preferences for long term financial planning

65
55
45
35
25
15
5
Private sector Public sector Pri., Pub., Private & Others Unsure
Other sectors Public
Percentage 15.8 58.4 2.9 7.9 4.9 9.9
Interpretation
Table 4.23 indicates the percentage of respondents’ preferences of banks in long term
financial planning that responded to this study. The Researcher found that 15.8% of
respondents prefer private sector banks, 58.4% prefer public sector banks, 7.9% prefer both
public and private sector, 2.9% prefer private, public banks and they might have some other
bank preferences too, while 4.9% prefer others and rest 9.9% are unsure. These stats proves
70
that most people consider public sector banks for long term financial planning such as
retirement planning, budget for emergencies but some might go for private or other banks.
Table 4.24 According to respondents, which banks give better technology driven solutions?

score Frequency
Score
Private 46 45.54% 45.54*6=273.2 469.2 4.6

sector
Public 24 23.7% 23.7*5=118.5

sector
71
Private & 12 11.8% 11.8*4=47.2
Public
Pri., Pub., 4 3.9% 3.9*3=11.7

Others
Others 4 3.9% 3.9*2=7.8
Unsure 11 10.8% 10.8*1=10.8
Fig: 4.24 Figure showing according to respondents, which banks give better technology
driven solutions.
Banks with better tech-driven solution

47.5 45.54
42.5
37.5
32.5
27.5 23.7
22.5
17.5
11.8 10.8
12.5
7.5 3.9 3.9
2.5
Private Public Private & Pub- Pri., Pub., Others Unsure
lic Others
Percentage 45.54 23.7 11.8 3.9 3.9 10.8
Interpretation
Table 4.24, shows the percentage of respondents’ views on banks with better technology
driven solutions that responded to this study. The Researcher found that the percentage of
respondents is divided into Private sector in 45.54%, Public sector in 23.7%, Private, public
and others in 3.9%, Private & Public in 11.8%, others in 3.9% and unsure in 10.8%. The total
72
weighted frequency score is 469.2 and weighted mean is 4.6. This shows that Private sector
banks provide better technology driven solutions and is ahead in digital banking.
Table 4.25 Respondents’ views on more accessible banks

score Frequency
Score
Private 30 29.7 29.7*6=178.2 467.48 4.6

sector
73
Public 42 41.5 41.5*5=207.5
sector
Private & 15 14.8 14.8*4=59.2

Public
Pri., Pub., 4 3.9 3.9*3=11.7

Others
Others 1 0.99 0.99*2=1.98
Unsure 9 8.9 8.9*1=8.9
Fig: 4.25 Figure showing respondents’ views on more accessible banks.
More accessible banks

41.5
42.5
37.5
32.5 29.7
27.5
22.5
17.5 14.8
12.5
8.9
7.5 3.9
2.5 0.99
Private Public Private & Pub- Pri., Pub., Others Unsure

lic Others
Percentage 29.7 41.5 14.8 3.9 0.99 8.9
Interpretation
Table 4.25, shows the percentage of respondents’ views on banks which are more accessible
in terms of branch network and ATM availability that responded to this study. The
Researcher found that the percentage of respondents is divided into Private sector in 29.7%,
74
Public sector in 41.5%, Private, public and others in 3.9%, Private & Public in 14.8%, others
in 0.99% and unsure in 8.9%. This shows that Public sector banks are more accessible in
terms of branch network in Jorhat district. This may have various reasons like government
mandate for financial inclusions, historical legacy, social objectives, regulatory requirements,
etc.
Table 4.26 Respondents’ views on which bank provide better security of funds in Jorhat

score Frequency
Score
75
Private 14 13.8% 13.8*7=96.6 450.9 4.4
sector
Public 44 43.5% 43.5*6=261

sector
Private & 7 6.9% 6.9*5=34.5

Public
Pri., Pub., 6 5.9% 5.9*4=23.6

Others
Public and 2 1.9% 1.9*3=5.7

others
Others 2 1.9% 1.9*2=3.8
Unsure 26 25.7% 25.7*1=25.7
Fig: 4.26 Figure showing respondents’ views on which bank provide better security of funds
in Jorhat.
Secuity of funds in Jorhat District

47.5 43.5
42.5
37.5
32.5
27.5
22.5 25.7
17.5 13.8
12.5
6.9
7.5 5.9
1.9 1.9
2.5
Private Public Private & Pri., Pub., Public & Others Unsure
Public Others Others
Percentage 13.8 43.5 6.9 5.9 1.9 1.9 25.7
Interpretation
76
Table 4.26, shows the percentage of respondents’ views which bank provide better security of
funds in Jorhat that responded to this study. The Researcher found that the percentage of
respondents is divided into Private sector in 13.8%, Public sector in 43.5%, Private, public
and others in 6.9%, Private & Public in 5.9%, others in 1.9% and unsure in 25.7%. This
shows that Public sector banks are more secure for funds in Jorhat. The weighted frequency
score is 450.9 and the weighted mean is 4.4.
77
CHAPTER V
FINDINGS & SUGGESTIONS
FINDINGS OF THE STUDY
78
5.1. The researcher has found the following data from the study of 101 respondents in Jorhat
city:
 Digitization enables banks to offer convenient services such as online banking, mobile
apps, and chatbots, improving customer satisfaction.
 By shifting transactions to digital channels, banks can reduce operational costs
associated with physical branches and paperwork.
 With the increased use of digital channels comes the risk of cyber threats such as data
breaches and phishing attacks, requiring robust cybersecurity measures.
 Digitization is not just about adopting new technology but also requires a cultural
shift within banks to embrace innovation and agility.
 Private Sector Banks often exhibit higher levels of efficiency and innovation due to
their focus on profit maximization and competitive pressures.
 Public sector banks focus on broader social objectives such as financial inclusion and
economic development.
 Public sector banks often have a larger market share and broader reach, particularly in
rural and semi-urban areas.
 By surveying the researcher found that the most of the respondents are the age group
of between 18-24 years.
 The majority of respondents 51 (50.4%) of the respondents are male.
 Majority of respondents are students (41.5).
 The researcher has found that the majority (36.63%) of respondent’s monthly income
is below 50,000.
 Majority of respondents (63) prefer not to disclose about their income.
 56.4% of respondents use banking services frequently according to the survey.
79
 51.4% are very aware of the digital banking services offered by their bank which
means that digitization is at pace.
 34.6% of respondents are likely are respondents to use online banking services for
applying loans and credit products.
 According to the survey 42.5% of the respondents are likely to trust the financial
stability of public sector banks because public sector banks are mostly controlled by
govt.
 55.4% of respondents are satisfied with digital banking services offered by their bank.
 55.4% of respondents are satisfied with customer’s support in Digital banking
services.
 According to the survey 48.5% of respondents find digital banking more convenient
than traditional method of Banking because of its effectiveness.
 42.5% of respondent found digital banking more secure compared to traditional
banking.
 55.45% of respondents believe that digital banking has made banking more accessible
in remote areas because digitization doesn’t require physical branches.
 According to the survey 56 of respondents are satisfied with digital banking services
offered by their bank.
 Only 9.9% of respondents encounter technical glitches while using Digital Banking
Services.
 45.54% of respondents face server issues while using digital banking apps.
 44 respondents out of 101 are reliable in Digital Banking Services in processing
transactions accurately and efficiently.
 46.5% of respondents find it easy to navigate through the features and functionalities
of Digital banking apps.
80
 36 respondents agree that any failure in computer system can cause entire network go
down in Digital banking system while 24 do not agree.
 38.6% of respondents prefer public sector banks for loan products and services And
22.7% prefer private sector banks.
 According to the survey 59 respondents (58.4%) prefer Public Sector Banks for Long
term financial planning such as Retirement planning.
 According to 45.5% Private Sector Banks give better technology driven solutions and
23.7% believe that Public sector banks give better technology driven solutions.
 41.5% of the respondents believe that Public Sector Banks are more accessible in
terms of branch network.
 43.5% of the respondents believe that Public Sector Banks provide better security of
funds in Jorhat District.
SUGGESTIONS
81
5.2 Based on the foresaid findings and the observations made by the researcher during the
survey. These are some of the suggestion given by the respondent or the researcher found by
her:
 Developing digital banking solutions focusing on improving customer experience and
satisfaction.
 Offer user-friendly interfaces and mobile banking platforms.
 Provide personalized services based on customer behaviour and preferences.
 Implement good cyber security measures to protect customer data and prevent cyber
threats.
 Utilize advanced authentication methods such as multi-factor authentication to
enhance security.
 Enhance security with methods like fingerprint or facial recognition.
 Explore block chain for secure and transparent transactions, especially in areas like
cross-border payments and trade finances.
 Both private and public sector banks should consider expanding their branch network
to reach remote areas within Jorhat district, ensuring accessibility to banking services
for all residents.
 Invest in promoting digital banking services such as mobile banking apps, internet
banking, and digital payment methods to enhance convenience for customers and
reduce the need for physical branch visits.
 Conduct financial literacy programs to educate customers, especially in rural areas,
about various banking products and services, including savings accounts, loans, and
investment options.
82
 Develop banking products for specific needs of the local population, such as
agricultural loans for farmers, small business loans for entrepreneurs, and education
loans for students.
 Focus on improving customer service by training staff to provide prompt and efficient
assistance, resolving queries and maintaining a customer-centric approach.
 Engage with the local community through corporate social responsibility (CSR)
initiatives, supporting education, healthcare to build goodwill and trust among
residents.
 Strengthen risk management practices to mitigate risks, ensuring the stability and
sustainability of banking operations in Jorhat district.
 Ensure strict adherence to regulatory guidelines and compliance requirements set
forth by the Reserve Bank of India (RBI) to maintain transparency, integrity, and trust
in banking operations.
83
CHAPTER VI
LIMITATIONS &
SCOPE FOR FURTHER RESEARCH
84
6.1 LIMITATIONS OF THE STUDY
1. The research was carried out in a short period of time
2. The information given by the respondents might not be fully accurate. As cultures and
values change from country to country, consumer's buying behaviour may also vary.
3. A study involving many countries should be conducted on this topic for more accurate and
generalized results.
4. Difficulty reaching certain types of participants, such as those who do not have internet
access.
85
6.2 SCOPE FOR FURTHER RESEARCH
Investigating the perception of customers towards digitization efforts by private and public
sector banks in Jorhat District and understanding the factors influencing customers to adopt
digital banking services offered by different types of banks provides a huge scope on
exploring emerging trends and innovations in digital banking within the context of Jorhat
District through investigating how private and public sector banks are adopting technologies
such as artificial intelligence, block chain, and biometrics to enhance their digital offerings
shows a huge and broad scope in context of research.
86
CHAPTER VII
CONCLUSION
87
CONCLUSION
In the research of the comparative study on digitization in the banking industry between
private and public sector banks in Jorhat district, it is evident that the evolution of digital
technologies has significantly transformed the landscape of financial services. Private sector
banks have emerged as pacesetter in embracing digitization, imposing innovative
technologies to enhance customer experiences, streamline operations, and stay ahead in the
competitive market. Their agile approach to adopting digital platforms, such as mobile
banking apps, online portals, and AI-driven customer service, has enabled them to provide to
the evolving needs and preferences of modern-day consumers effectively.
On the other hand, public sector banks have exhibit a meritorious effort in embracing
digitization; however, their progress has been comparatively slower due to bureaucratic
processes, legacy systems, and institutional challenges. Despite these constraints, public
sector banks have made notable strides in implementing digital initiatives, such as internet
banking facilities, digital payment solutions, and online loan processing systems.
As the banking sector continues to evolve, both private and public sector banks must
recognize the vitally importance of prioritizing digitization efforts to remain competitive and
meet the growing expectations of customers. Associates program between the public and
private sectors, along with government support and regulatory reforms can play a pivotal role
in accelerating the pace of digitization across the entire banking ecosystem.
In conclusion, while private sector banks have demonstrated a more dynamic approach
towards digitization, public sector banks have also shown a commitment to embracing digital
transformation.
88
By leveraging the strengths of both sectors and fostering a culture of innovation, the banking
industry in Jorhat district can tackle the full potential of digitization to drive financial
inclusion, economic growth, and sustainable development in the region.
89
BIBLIOGRAPHY
90
BIBLIOGRAPHY
The following research papers are taken into consideration for the study:
1. Digitization of Banks: An Evidence from India by Kusuma K.M.
2. Digital Banking in India: A Literature Review by Vivek Kumar Sindhi.
3. Digitalization in Banking Sector by Bhagyashree N Deshpande.
4. Digitalization of banks: An evidence from India by Prof Pillu AC.
5. Impact of customer satisfaction towards digitalization of banking sector with special
reference to State Bank of India by S Manoj.
6. The impact of Digitalization in Indian banking sector by Ahsan Ahmed.
7. Perception of customers towards service quality: A study of digital banking practices
by V Rathee.
8. Digital banking an Indian perspective by MR Shettar.
9. Analysis of consumer perception towards digitalization in banking sector with special
reference of ICICI bank by Ravi Sharma.
10. Digitization in banking sector in India: An overview by Kumar H.
91
REFERENCE
Books taken into consideration:
1. Sorkin AR, “Too Big to Fail” 2009.
2. Indian Institute of Banking & Finance, “Information Technology and
Digital Banking” 2023.
3. V Acharya, “Fintech Future”.
4. Meena RK, “Implications of Digitization in Banking sector: A review
of literature” 2019.
5. Sbarcea, “Banks digitalization- a challenge for the Romanian Banking
Sector” 2019.
92
WEBSITES
https://www.researchgate.net/publication/333709259_Digitalization_in_Banking_Sector
https://fi.money/blog/posts/what-is-digital-banking-meaning-types-products-and-services
https://en.wikipedia.org/wiki/Private_bank
https://fi.money/blog/posts/digital-bank-vs-traditional-bank-whats-the-difference
https://en.wikipedia.org/wiki/Public_sector_banks_in_India
https://www.ijrar.org/papers/IJRAR19D1233.pdf
https://www.ijirmf.com/wp-content/uploads/IJIRMF202303021-min.pdf
http://s3-ap-southeast-1.amazonaws.com/ijmer/pdf/volume10/volume10-issue1(4)/11.pdf
https://www.academia.edu/35934032/
PERCEPTION_OF_CUSTOMERS_TOWARDS_SERVICE_QUALITY_A_STUDY_O
F_DIGITAL_BANKING_PRACTICES
https://www.jetir.org/papers/JETIR2211021.pdf
hcltech.com
https://timesofindia.indiatimes.com/blogs/voices/how-digitization-is-shaping-the-future-
of-banking/
https://ipbindia.com/public-and-private-secto-banks/
https://www.geeksforgeeks.org/difference-between-public-sector-and-private-sector-
banks/
93
https://www.paisabazaar.com/banking/
https://financialservices.gov.in/beta/en/banking-overview
https://groww.in/banking
https://byjus.com/bank-exam/history-banking-india
https://bankofindia.co.in
https://www.investindia.gov.in/sector/bfsi-banking
https://www.iba.org.in/
94
ANNEXURE
QUESTIONNAIRE
Topic: “Digitization of Banking Industry: A comparative study between selection of
Public and Private sector banks in Jorhat district”
(I Anisha Dey would like to invite you to participate in my BBA 6 th semester, CKB
Commerce College under Dibrugarh University project survey on “Consumer’s perception
towards Digitization of Banking industry: A comparative study between selection of Public
and Private sector banks in Jorhat district” all responses from your end will be handled with
confidentiality, please tick the appropriate box as per your choice or opinion. The data or
responses used from your end are purely analyzed, evaluated for academic purpose only.
Your cooperation will help me to achieve a good result, I shall be very thankful to you.)
Anisha Dey
Bachelors of Business Administration
6th Semester
Roll No. - 8
SECTION I
1. Respondent Name:_______________________________
2. Respondent Address: ___________________________________
3. Please mention your age group:

18-24 25-34 35-44 45-54 55 +
4. Gender:
Male Female Other Prefer not to say
5. Occupation:
Student Employed Self employed Unemployed Retired
6. Income level:
15000-20000 20000-35000 35000-50000 50000 + Prefer not to

say
SECTION II
7. How often do you use Banking services?
Frequently Weekly Monthly Rarely Annually

8. Are you aware of the digital banking services offered by your bank?
Very Aware Somewhat Not very aware Not at all Unsure
9. How likely are you to use online banking services for applying loans or credit products?
Very likely Likely Very unlikely Unlikely Unsure
10. How satisfied are you with the digital banking services offered by your bank?
Very satisfied Satisfied Very Dissatisfied Neutral

dissatisfied
SECTION III
11. Do you find digital banking more convenient than traditional method of banking?
Much more Somewhat Not more Not at all Neutral

convenient convenient convenient convenient
12. How secure do you consider digital banking compared to traditional banking?
Much more Somewhat Equally secure Less secure Unsure

secure secure
13. Do you feel that digital banking has made banking services more accessible in remote
areas?
Yes Somewhat No Neutral Unsure
14. How frequently do you encounter technical glitches or system errors while using digital
banking services?
Never Rarely Occasionally Frequently Very

frequently
15. How satisfied are you with the customer’s support provided for digital banking
services?
Very Satisfied Satisfied Very Dissatisfied Neutral

dissatisfied
16. How reliable do you find digital banking services in processing transactions accurately
and efficiently?
Very reliable Reliable Neutral Very unreliable Reliable

17. How easy is it for you to navigate through the features and functionalities of digital
banking apps or websites?
Very easy Easy Neutral Very difficult Difficult
18. Do you agree that any failure in computer system can cause entire network go down in
digital banking?
Strongly Agree Agree Strongly Disagree Unsure

disagree
19. How often do you face server issues while using digital banking mobile apps?
Very Frequently Occasionally Rarely Never

frequently
SECTION IV
20. In your opinion, which type of bank offers better loan products and services?
Private sector Public sector Others Unsure
21. Which bank will you prefer or consider for long term financial planning such as
retirement savings?
22. How likely are you to trust the financial stability of public sector banks?
Very likely Likely Neutral Very unlikely Unlikely
23. Which bank do you believe that offered better technology driven solution and digital
banking experience?
24. In your opinion, which type of bank is more accessible in terms of branch network and
ATM availability?

25. In your opinion, which bank provides better security of funds in Jorhat District?

ANISHA DISSERTATION fINAL

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ANISHA DISSERTATION fINAL

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DIGITIZATION IN BANKING INDUSTRY:

A COMPARATIVE STUDY BETWEEN SELECTION OF PRIVATE & PUBLIC

A Project Work Submitted In the Partial Fulfilment of the Requirement

for the Award of the Degree In

BACHELOR OF BUSINESS ADMINISTRATION

UNDER DIBRUGARH UNIVERSTY, 2024

Under the Guidance of

BBA 6Th Semester

Registration No: 21860786

CKBCC SCHOOL OF MANAGEMENT

C.K.B COMMERCE COLLEGE JORHAT, ASSAM

This is to certify that the dissertation entitled “DIGITIZATION IN BANKING

INDUSTRY: A COMPARATIVE STUDY BETWEEN SELECTION OF

PRIVATE AND PUBLIC SECTOR BANKS IN JORHAT DISTRICT” submitted

by Anisha Dey to Dibrugarh University partial fulfilment of Bachelor of Business

Administration Degree is a genuine record of research performed by her under my

supervision and guidance.

institution for any degree.

Date: Ms Munmi Bordoloi

Place: Assistant Professor

School of Management and submitted to fulfil of requirement for award of degree in

Bachelor of Business Administration (BBA). It is an original research work undertaken by

publication till date, either in part or whole.

PLACE: SIGNATURE OF THE CANDIDATE

I am thankful to Dr. Breez Mohan Hazarika, Principal of CKB COMMERCE COLLEGE,

teaching staff of MANAGEMENT DEPARTMENT which helped me in successfully

completing my project work.

At the very outset, I wish to forward my gratitude to Miss Munmi Bordoloi,

Sarangapani Phukan, Coordinator, Department of BBA (School of Management), Dibrugarh

cooperated with me during my data collection.

The study on “Digitization in Banking Industry: A comparative study between selection of

CHAPTER I Introduction 1-20

1.1 Introduction to Banking Industry 2-3

1.2 Evolution of Banking Industry 3-5

1.3 Digitization in Banking Industry 5-6

1.4 Digital Services 6

1.5 Digital Products 7

1.6 Types of Banks 7-8

1.7 Private Sector Banks 9

1.8 Public Sector Banks 10

1.9 Top 5 Private Sector Banks in India 10-12

1.10 Top 5 Public Sector Banks in India 13-16

1.11 Difference between Traditional and 16

Digital Banking System

1.12 Objectives of the study 17

1.13 Significance of the study 17

1.14 Scope of the study 18-19

1.15 Chapter Scheme 19-20

CHAPTER III Research Methodology 27-32

3.1 Road Map to conduct the Study 28

3.2 Research Design 29

3.3 Summarization of Research Gap 29

3.4 Universe of the study 30

3.5 Area of the study 30

3.6 Source of data 30-31

3.7 Selection of Bank customers 31

3.8 Data Collection 31

3.9 Statistical tools used 31

3.10 Sample determination 31

3.11 Period of the Study 32

3.12 Classification of the Questionnaire 32

3.13 Questionnaire Design & Scale 32

CHAPTER IV Data Analysis & Interpretation 33-76

CHAPTER V 5.1 Findings 77-80