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Research Paper | Finance | Volume 15 Issue 5, May 2026 | Pages: 176 - 181 | India
Digital Banking Initiatives and Customer Service Effectiveness: An Empirical Study of Textile Co-Operative Bank Ltd.
Abstract: The present study has been designed to find out how far the digital banking initiatives have been able to improve customer service effectiveness in Textile Co-operative Bank Ltd., Bangalore. As an attempt to counteract with the increased digitalization in Indian banking industry, the Bank has introduced various digital technologies such as CBS, ATM & debit cards, NEFT/RTGS, internet/mobile banking, and digital communication media. This research study has adopted descriptive and analytical research design with the use of quantitative methods. Primary data was collected from 400 respondents (200 each from the customer and employee category) using well-structured questionnaire in four-point Likert Scale and analyzed using correlation analysis. It has been observed that there is a strong positive relationship between digital banking and customer service effectiveness with respect to parameters of convenience, reliability, and responsiveness. Moreover, awareness and usage level of customer has been observed to be significantly affecting their satisfaction. Some other obstacles related to digital literacy and employee training have also been revealed. It is recommended to use AI-based solution for grievance redressal.
Keywords: Digital Banking, Customer, Service Effectiveness, Cooperative Banking, Core Banking
How to Cite?: Bhavana V, Dr. Raghavendra K. S, "Digital Banking Initiatives and Customer Service Effectiveness: An Empirical Study of Textile Co-Operative Bank Ltd.", Volume 15 Issue 5, May 2026, International Journal of Science and Research (IJSR), Pages: 176-181, https://www.ijsr.net/getabstract.php?paperid=MR26429192112, DOI: https://dx.dx.doi.org/10.21275/MR26429192112