Impact of Digital Banking Services offered by Uttarakhand Gramin Bank: A Comparative Study of Garhwal and Kumaun Region


Vijay Prakash Srivastava
Department of commerce, Govt. P G College Maldevta Raipur, Dehradun
Mini Srivastava
School of Management & Commerce, Shri Guru Ram Rai University, Dehradun


Purpose: The purpose of this Research is to enhance understanding in the field of electronic banking services offered by Uttarakhand Gramin Bank. The existing knowledge will help the banks and the policy framers to have better understanding of the dimensions and their contribution towards the satisfactions of the customers. As after demonetization the practices adopted by the government have motivated people to go for cashless transactions and transform India into Digital India.

Findings: The result implicated that the internet banking service quality dimensions have a significant impact on the customer satisfaction of internet banking customers of both the regions, T-test have been applied to test the result of Hypothesis.

Practical Implications: The research will help the managers of the banks and the policy makers to focus on these factors that tend to have a dominating impact on satisfying the customers. This will result in a better internet banking service quality provided by the banks and that in turn will help retain the existing customers and also gaining the new ones.

January 16, 2020