COVID 19 AND E-BANKING: PSYCHOLOGICAL IMPACT ON CUSTOMER PREFERENCES IN INDIA

Dr. Esha Jain & Jonika Lamba

doi:10.17762/pae.v57i8.1417

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Published: Feb 3, 2021

Updated: 2021-02-03

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2021-02-03 (2)

2020-12-25 (1)

DOI: https://doi.org/10.17762/pae.v57i8.1417

Dr. Esha Jain & Jonika Lamba

Abstract

The study has been undertaken to discover the elements affecting customer preferences and psychology towards e-banking in times of lockdown amid COVID 19 and it was found that privacy, accessibility, reliability, website consent, responsiveness, service charges, convenience, website design, loyalty, security, user-friendliness, and image of the bank are the major factors affecting that motivates customers for availing e-banking services. But because of the situation of lockdown amid novel coronavirus (COVID 19), people are preferring e-banking because of maintaining social distancing and if the website gives them language options as well as upload tutorials for use of e-banking, it will attract more customers. The learnings from the study shall provide the robust predicate for experimentation in the future as well as will help decision-makers to plan accordingly as this study shows the impact of three new variables on e-banking services viz. social distancing, language options for inclusion of any regional language to attract customers from rural areas as well for e-banking and tutorials on bank’s website on how to use e-banking.

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Vol. 57 No. 8 (2020): Volume 57 No 8 (2020)

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