OVERCOMING BARRIERS: A STUDY ON CUSTOMER PERCEPTIONS AND KEY CHALLENGES IN TECHNOLOGY-ENABLED SERVICES OF STATE BANK OF INDIA

Abstract

In the rapidly evolving digital landscape, banking technology presents both opportunities and challenges. This study investigates customer perceptions of technology-enabled services at the State Bank of India (SBI), examining critical issues affecting digital banking experiences. Through a structured questionnaire and comprehensive statistical analysis, the research explores various technological dimensions, including network connectivity, transaction costs, payment gateways, and access limitations. Employing advanced statistical techniques like factor analysis, Kaiser-Meyer-Olkin (KMO) measure, and chi-square tests, the study reveals nuanced insights into customer satisfaction and technological barriers. The research sample comprised 600 respondents, providing a robust dataset for analysis. Key findings highlight that while most customers experience minor technological issues, significant segments report moderate to serious concerns across multiple service parameters. The study identifies two primary problem categories: bank-related issues and network-related challenges. Gender and professional demographics significantly influence technological perception and banking experience. By systematically analyzing these technological impediments, the research offers valuable recommendations for enhancing digital banking services, ultimately aiming to improve customer satisfaction and technological efficiency in the banking sector.