This study delves into the customer perception of technology-driven innovative delivery channels in Indian Public Sector Banks (PSBs). It examines how customers view the adoption of digital technologies, mobile banking, online platforms, and other tech-savvy services offered by PSBs. Through empirical research and data analysis, the study explores the impact of these innovative channels on customer satisfaction, convenience, and overall banking experience. The findings shed light on the evolving landscape of banking in India and offer insights into the role of technology in shaping customer perceptions and preferences.

Public Sector Banks (PSBs), Customer Perception, Innovative Delivery Channels

Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks’ financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127–147. http://dx.doi/10.1108/02634500610653991

Al-Hawari, M., Hartley, N., & Ward, T. (2005). Measuring banks’ automated service quality: a confirmatory factor analysis approach. Marketing Bulletin, 16, 1–19.

Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of Marketing, 68(4), 172–185. http://dx.doi.org/10.1509/jmkg.68.4.172.42723

Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a critical review of service quality. The Journal of Services Marketing, 10(6), 62–81. http://dx.doi.org/10.1108/08876049610148602

Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530–545. http://dx.doi.org/10.1287/mnsc.29.5.530

Berger, A. N. (2003). The Economic Effects of Technological Progress: Evidence from the Banking Industry. Journal of Money, Credit and Banking, 35(2), 141–176. http://dx.doi.org/10.2139/ssrn.332900

Brady, M. K., Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: a replication and extension. Journal of Business Research, 55, 17–31. http://dx.doi.org/10.1016/S0148-2963(00)00171-5

Carrillat, F. A., Jaramillo, F., & Mulki, J. P. (2009). Examining the impact of service quality: a meta-analysis of empirical evidence. Journal of Marketing Theory and Practice, 17(2), 95–110. http://dx.doi.org/10.2753/MTP1069-6679170201

Chen, S. C., Chen, H. H., & Chen, M. F. (2008). Determinants of satisfaction and continuance intention towards self-service technologies. Industrial Management and Data Systems, 109(9), 1248–1263. http://dx.doi.org/10.1108/02635570911002306

Committee on Mechanisation in the Banking Industry. (1984). Retrieved from http://rbidocs.rbi.org.in/rdocs/Publications/PDFs/4459.pdf

Cronin, J. J. Jr., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55–68. http://dx.doi.org/10.2307/1252296

Cronin, J. J. Jr., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193– 218. http://dx.doi.org/10.1016/S0022-4359(00)00028-2