International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Customer Awareness and Extent of Use of Various Digital Banking Services of Public and Private Sector Banks in Kerala

Author(s) Dr. Pradeesh N M, Dr. Navya A.H
Country India
Abstract The study investigates customer awareness and the extent of use of various digital banking services offered by public and private sector banks in Kerala. As digital transformation reshapes the financial ecosystem, understanding customer readiness and usage behavior becomes vital for inclusive growth. Using primary data collected from a large sample of respondents across different demographic profiles, the research explores the relationships between computer literacy, banking experience, and adoption of digital platforms. Chi-square tests reveal significant associations between computer knowledge and duration of digital banking use, as well as between awareness levels and frequency of transactions. Mean score analysis highlights that while customers exhibit high awareness of basic banking functions such as fund transfer, cash withdrawal, and balance enquiry, awareness of advanced features such as investment management, online tax payments, and complaint tracking remains limited. Traditional modes like branch banking and ATMs continue to dominate customer preferences, reflecting concerns related to security, reliability, and human interaction. The study underscores the need for sustained efforts to enhance digital literacy, simplify user interfaces, and strengthen trust mechanisms through robust cybersecurity and grievance redressal frameworks. The findings provide valuable insights for banks, policymakers, and regulatory bodies such as the Reserve Bank of India (RBI) to design customer-centric digital strategies that promote inclusivity, safety, and financial empowerment in Kerala’s rapidly evolving banking landscape.
Keywords Digital Banking, Customer Awareness, Public Sector Banks, Private Sector Banks, Technology Acceptance Model (TAM), Digital Literacy
Field Business Administration
Published In Volume 7, Issue 6, November-December 2025
Published On 2025-12-11
DOI https://doi.org/10.36948/ijfmr.2025.v07i06.63093
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