Covid-19 Impact on Digital Services of Banking Industry with Respect to Employee’s Perception

Abstract

Banking Industry of India is the important  source for its economy. Banks adopted technology in rigorous way due to COVID-19 pandemic. Many  studies have been conducted regarding the customer’s expectation and behaviour towards digital services and adoption of digital services in COVID-19 pandemic. This quantitative study investigates the employee’s  perception towards ‘digital’ for banks in COVID-19  pandemic. The study was conducted by targeting public and private sector banks of North India and South India both. Semi- structured interview was  conducted with 35 executives and managers of banks.  Interview questions were designed in such pattern to  investigate impact and usage of digital services on  employees. Responses are examined with NVIVO-12  software. Various responses are clubbed into main  themes based on adaptability, effectiveness, employee  training, information technology structure and trust in  digitalization of banks. The quantitative finding revels  that significant contribution has offered insight to banks about how technology has changed the working experience of employees in COVID-19 pandemic.