IMPACT OF BANK STRIKE-RELATED SERVICE DISRUPTIONS ON CUSTOMER BEHAVIOUR AND DIGITAL BANKING ADOPTION IN INDIA

Author

Dr. R. PRANCHANA, Dr. V. PRIYANGA


Abstract

 Bank strikes can disrupt traditional banking services and influence customers’ financial behaviour and reliance on digital banking platforms. This study aims to examine the impact of bank strike-related service disruptions on customer behaviour and digital banking adoption in India. It focuses on customer inconvenience, service accessibility, satisfaction, digital banking preferences, and continued usage of digital financial services during and after strike-related disruptions. The study proposes a quantitative research approach using primary data collected through structured questionnaires from selected bank customers. Statistical techniques such as descriptive statistics, correlation, regression, and chi-square tests may be employed to analyse customer responses and identify relationships between service disruptions and digital banking adoption. The study is expected to provide insights into how banking service interruptions influence customers’ preferences for digital alternatives and highlight the role of digital banking in maintaining service continuity. The findings may offer useful implications for banks, policymakers, and financial service providers.



Keywords

Bank Strikes, Customer Behaviour, Digital Banking Adoption, Service Disruptions, Customer Satisfaction, Banking Service Continuity.



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References


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