The IUP Journal of Bank Management
A Study on Post-Pandemic Customer Behavior and Banking Priorities in Rajasthan

Article Details
Pub. Date : Feb, 2023
Product Name : The IUP Journal of Bank Management
Product Type : Article
Product Code : IJBM020223
Author Name : Shilpa Vardia, Rimpi Saluja and Ritu Soni
Availability : YES
Subject/Domain : Finance
Download Format : PDF Format
No. of Pages : 13



The Covid-19 pandemic has changed the way customers think, believe, and behave. The pandemic has significantly impacted the banking industry, forcing banks to adapt and make changes to their service delivery. To provide customers with a seamless online banking experience, banks have increased their digital transformation efforts. This study examines customers' responses to the Covid-19 crisis and how they are changing their priorities towards the use of banking services. The results show that customers prefer UPI for payment, while they are unwilling to use cash more frequently. Additionally, there has been a noticeable rise in NEFT and card transfer usage. The study found that the service delivery of banks after Covid-19 has improved with increasing use of modern technology.


Following the Covid-19 pandemic, banks have stepped up their digital transformation efforts to give customers a seamless online banking experience: improved their mobile banking apps, added new features such as remote check deposits and digital loan applications, and increased online customer service. Banks promoted contactless payment methods such as mobile wallets, digital payment platforms, and contactless debit/credit cards to reduce physical contact. The banks also reassessed their service priorities to meet customers' changing needs and expectations. Banks aimed to improve customer support, convenience, and value by addressing the pandemic's challenges and creating a more customer-centric banking experience.

Customers' behavior and attitude have also changed. They have started to move from cash transactions towards non-cash or digital transactions. Further, after the pandemic, it was also important to measure the improvement in service delivery by banks and determine which variables were behind the improvement in service delivery by banks. This study attempts to analyze and measure the variables that measure the improvement in service delivery by banks after Covid-19 in the state of Rajasthan. With this objective in mind, the following research questions were framed: