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Understanding bank employees’ perception towards technology enabled banking: a developing country perspective

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  • Simran Jit Kaur

    (Punjabi University)

  • Liaqat Ali

    (Punjabi University)

Abstract

The purpose of this study is to identify and validate the underlying factors influencing bank employees’ perception towards technology enabled banking and examining the association between the identified factors and demographic profile of the bankers. A quantitative approach is adopted in the study and data is collected from 210 respondents through a well-structured questionnaire. The empirical results show that relative advantage, employee convenience, operational efficiency, and technical support are the main factors influencing the perception of bankers towards technology adoption in India. The perception of bankers differs significantly in terms of the availability of technical support by type of bank. The novelty of the study is that the perception about the implication of technology enabled banking services and the influence of demographic variables on technology adoption in context to Indian bank employees has been analysed. The results will help the banks from India as well as other developing countries in doing strategic planning to improve the adoption of technology enabled banking services. Banks can use the findings to encourage their employees to promote the use and adoption of digital banking in India.

Suggested Citation

  • Simran Jit Kaur & Liaqat Ali, 2021. "Understanding bank employees’ perception towards technology enabled banking: a developing country perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(3), pages 129-143, September.
    • Handle: RePEc:pal:jofsma:v:26:y:2021:i:3:d:10.1057_s41264-021-00100-5
    DOI: 10.1057/s41264-021-00100-5
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    1. Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.

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