Transformation in Banks through e-banking Services - An Empirical Study of Bank Customers’ Perception

Abstract

With an empirical investigation in Punjab, how e-services are creating transformation in banks, a
survey of 1200 e-bank customers having experience of at least three years using e-services was
conducted in July, 2020. The customers of new private sector and foreign banks e-customers have
edge over public sector banks customers regarding awareness of e-delivery channels. The study also
indicates that transformation is taking place due to use of extensive e-technology but transformation
is taking more in new private sector and foreign banks. At the same time new technology is threat
and also motivation for public sector banks. The customs Perceptions indicate transformation taking
place very rapidly in new private and foreign banks.