Digital Transformation and Customer's Problems in Banking Industry of India

Abstract

This chapter observes the problems of the banking sector due to digital transformation (i.e., mobile banking, internet banking, etc.) in India. It used the perception of 302 customers who were selected from Delhi and Dehradun. These customers have accounts in public and private sector banks. CFA technique is used to examine the latent variables among 28 different indicators that are divided in five constructs, i.e., digital transformation, financial security, physical devices, financial frauds, and financial risk. The statistics of 28 indicators are collected through a 7-point Likert scale. The results based on CFA indicate that financial risk, financial security, financial fraud, and financial fraud related variables create barriers for customers in digital transformation. It is policy-oriented research that detects numerous problems of digital transformation of the banking industry in India. It also provides policy proposals to increase customer's trust in digital transformation in India.

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