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Study of Increasing Adoption Trends of Digital Banking and FinTech Products in Indian Payment Systems and Improvement in Customer Services

Study of Increasing Adoption Trends of Digital Banking and FinTech Products in Indian Payment Systems and Improvement in Customer Services
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Author(s): Narinder Kumar Bhasin (Amity University, Noida, India) and Anupama Rajesh (Amity University, Noida, India)
Copyright: 2021
Pages: 27
Source title: Collaborative Convergence and Virtual Teamwork for Organizational Transformation
Source Author(s)/Editor(s): Jingyuan Zhao (University of Toronto, Toronto, Canada)
DOI: 10.4018/978-1-7998-4891-2.ch012

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Abstract

The objective of massive adaptation of digital payments by the banks with the support of the central bank of any country along with their government agencies is to improve customer services and satisfaction in the online payment systems in place of cashless and paperless payment systems. There are very few researches that have focused to measure the higher customer satisfaction based on factors like trust, risk-free, secure, transparent, accountability of banks, fintech, regulator, and payment system operators. This chapter analyzes the impact of digital banking and fintech in the Indian banking system, initiatives taken by RBI, NPCI, and the government to build the strong trust of customers in online payment systems to ensure improvement in customer services with higher customer satisfaction.

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