Abstract:
Technological advances have revolutionized the way banks perform their financial
transactions with emphasis on 'Digital Banking'. Like in any emerging technology,
there are issues/ challenges exist in adopting or using of digital banking services. ln this
context, this study has identified certain issues/ challenges pertaining to both customers
and employees and investigate the level of challenges among them and the relationships
among the challenges due to digitalization in banking industry. To achieve the study
objectives, data were collected from 105 bank employees and 100 customers of the
selected banks by using questionnaires. The collected data were analyzed using
univariate, cross-tabulation. and bivariate analysis.
The findings of the study revealed that some of the challenges are at elevated levels and
some are at moderate levels for both parties and the degree of the challenges varies
depending on their personal characteristics of the respondents. And also, state bank
employees and customers are highly facing the challenges compared to private sector
banks' customers and employees. Furthermore, some of the challenges have strong
positive relationships with another challenge and, one challenge leads to create another
challenge.
The findings of the study are expected to help both the researchers and practitioners.
This study adds knowledge for existing literature to fill the research gaps exist in the
related topic. In addition, results of the current study can provide practical implications
for banks' top managers to know about what extent the challenges are seen among
customers and employees to take corrective actions.
