Advanced International Journal for Research

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Volume 7 Issue 5
September-October 2026

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A Research Study on Effects of Technology in the Banking Sector on Customer Services at Pallakkad

Author(s) J. R. Viyola, Dr. C. Moorthi
Country India
Abstract The rapid evolution of financial technology (FinTech) has fundamentally redefined the operational paradigms of the banking sector, shifting traditional brick-and-mortar operations toward digital self-service ecosystems. This empirical study investigates the impact of banking technology—including Automated Teller Machines (ATMs), Internet Banking, Mobile Banking applications, Unified Payments Interface (UPI), and automated kiosk services—on customer service delivery and satisfaction across Palakkad district, Kerala. Recognized as a unique blend of semi-urban commercial centers and extensive agricultural/rural belts, Palakkad presents a diverse demographic landscape for studying digital banking adoption. The primary objective of this research is to evaluate how technological integration influences core service quality dimensions, namely responsiveness, reliability, accessibility, transaction speed, and security. Concurrently, the study examines the operational challenges faced by non-digital natives, including network downtime, digital security anxieties, hidden transactional charges, and the loss of personal human touch. Utilizing a descriptive and analytical research design, primary quantitative data was collected from a stratified random sample of 200 bank customers across both public and private sector banks in Palakkad municipal and surrounding rural areas. Statistical techniques including simple percentage analysis, Chi-square tests, and Likert scale mean satisfaction scoring—were applied to assess customer attitudes and usage patterns. Based on these empirical insights, the paper provides actionable strategies to foster financial inclusion and optimize digital service delivery throughout Palakkad's banking ecosystem.
Keywords Mobile Banking, NEFT, RTGS, E – Wallet.
Field Mathematics > Economy / Commerce
Published In Volume 7, Issue 5, September-October 2026
Published On 2026-10-24
DOI https://doi.org/10.63363/aijfr.2026.v07i05.8565
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