Banker Insights: Shaping the Future of Retail Banking Services

Abstract

Banks offer multiple numbers of financial services to cater the needs of different sections of the people in the society.  Among all these, retail banking is considered as most innovative financial service provided by all kinds of banks. There is a growing demand for these services like consumer durable loans, card services, insurance services, ATM facilities, term deposits, online and net banking services. The present paper analyses the bankers’ perception in providing retail banking services to customers and future insight of retail banking services. Various products/services offered to the customers by the banks are elicited in order to assess the banker’s opinion/perception by meaningfully comparing between two organizations. Data is collected from 800 employees of select banks i.e., SBI and HDFC and analysed with the help of SPSS and drawn the meaningful conclusions.