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Employee Perception Towards Customer Satisfaction, Digital Transformation, Financial Security, and Risk in the Indian Banking Sector
Abstract
Digital transformation (DT) helps to increase the performance, productivity, profits, and product quality in the banking sector. DT is also eager to increase online banking and customer's satisfaction at a greater level. However, employees are facing multiple challenges to adjust with the current DT in the banking sector of developing countries. This chapter, therefore, explores the perception of employees towards DT of the banking sector in India using primary information. Necessary information is collected from 176 employees of public and private banks in Dehradun and Delhi. The descriptive statistical method is used to analyse the primary data with regards to perception of employees on 30 different items or questions. These are divided into four constructs i.e., DT, financial security (FS), financial risk (FR) and customer' satisfaction (CS). The correlation coefficients and linear regression models are also considered to examine the association among these constructs.
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