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Digital transactions are an integral part of the modern banking services of the financial institutions, particularly of the scheduled commercial banks. The transactions having been technology supported, attracted most of the new generation customers from late eighties. Interestingly, new generation products and services of the banks have also been designed to encourage digital transactions in India. However, the augmented thrust on modern banking services have thrown open new challenges like erosion of social face of the banks besides denting the banker - customer relationship, as imposed by the process of nationalization of banks. This research has presented a detailed account of the modern banking services based digital transactions in the context of public sector banks in a metropolitan setup of southern part of the country. With empirical evidence and the data support, the paper has classified the financial products and services into two major categories as traditional and modern banking services. After having captured the concern of the main stakeholders (bankers and customers), the research has offered a good number of policy implications to sensitize the necessary changes in the banking sector in order to upkeep the social banking intact and not to lose sight of the public in general and customers in particular. [ABSTRACT FROM AUTHOR]

This paper reports on the development and application of a service template as a diagnostic tool for identifying opportunities for improvements in the service package. The operations in the branch of a bank in Bangalore, India, provide the context. For 21 service attributes, the gap between the expectations of a target customer group and the actual service experience is assessed through a customer survey. A service template graphically displaying the mean values of the responses for the expectations and the perceived service was constructed. Also, for each service attribute, tests of statistical significance for the mean values of the gap were performed. The results were used to develop priorities for improvements. [ABSTRACT FROM AUTHOR]

The goal of achieving sustainable development of any country begins with the financial well being of its citizens. When the population is well connected & well informed about the financial services that a country can offer, they are in a stable position to manage & maximize their income. A survey conducted by NCFE (National Centre for Financial Education) in 2014-15 shows that only 11% of the population in India is financially included within the framework of the economy. Banks are the facilitators & initiators of financial services in an economy. They are uniquely positioned to impart financial education to the general public. After the initiation of 'Project Financial Literacy 'in 2012 & introduction of 'Pradhan Mantri Jan Dhan Yojana' in 2014, India's Financial Literacy landscape is changing. Our study aims to bring out the details of initiatives taken by bankers to promote Financial Literacy in Bangalore City, India. The study uses primary data to analyze the initiatives taken by bankers to promote financial literacy in Bangalore, India. Secondary data from RBI websites, journals was used in studying the Financial Literacy programme implemented by RBI & till what extent do banks follow the guidelines under the purview of RBI. The empirical analysis of the study resulted that the banks have focused on running various seminars in schools & colleges to encourage students and youth to open bank a/c, teach digital banking and awareness regarding various banking services. Our study showed that emphasis on banking services such as transactions, withdrawals, deposits etc dominated 22% of the themes taught in the programme. Savings (22%) was the next most popular theme covered during the financial literacy programs undertaken by banks in India. [ABSTRACT FROM AUTHOR]