A Paradigm Shift in Customer’s Behaviour Towards Banking Services During Covid-19

Abstract

Banking industry plays a vital role in the development of both developed and developing country across the world. Banking industry’s contribution especially during the COVID-19 is tremendous which is unimaginable. Due to social distancing during the pandemic period, bank alone can connect the general public for their financial needs through its technology. The usage of technology in banking services has increased rapidly during the corona-virus pandemic period. Because of the vulnerable disease, customers stopped visiting the bank physically and in fact, banks were not allowing their customers in their premises. The relationship between bank and its customers must be a permanent and enduring one which needs to be maintained with good banking services during this pandemic situation. This research intended to study the shift of consumer behaviour towards banking services during the period of COVID-19.