A STUDY ON CUSTOMER PERCEPTION TOWARDS IMPACT OF FINTECH IN BANKING SECTOR AT STATE BANK OF INDIA IN BELAGAVI CITY
DOI:
https://doie.org/10.65985/AS.2025937787Keywords:
Customer perception, FinTech, SBI, Financial Technology, BelagaviAbstract
Financial Technology (Fintech) has changed the conventional face of banking and has made
financial services more affordable, efficient, and client-friendly. The given research aims at
evaluating the opinions of the customers on the impact of Fintech on the banking industry, and
especially, on the presence of the State Bank of India (SBI) in Belagavi City. The study will
discuss customer awareness, adoption behavior, their satisfaction ratings and perceived barriers
towards usage of Fintech based services like mobile banking, internet banking, Unified
Payments Interface (UPI) and other online platforms provided by SBI.
A predesigned questionnaire was used on 100 SBI customers using a convenience sampling
method. Descriptive statistics, Chi-square test and correlation analysis were employed to
provide useful information on the data so obtained. The results indicate that most customers
have known of the Fintech products and they regard them as time-saving, efficient, and
convenient. However, the issues of digital literacy, security, and trust remain, particularly, with
the older and less technology-neutral customers.
Thus, the study finds that despite significant improvement into customer-banking experience
through the implementation of Fintech, more efforts on digital education, security
improvements, and the design of user-friendly services are still needed to promote an
inclusive growth of the economy. The study provides some viable suggestions to banks to
enhance customer interaction and satisfaction through the changing digital banking
environment.
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