A Study on the Impact of IT Integrated Services on Commercial Bank Employees

Abstract

Indian Commercial Banks with large number of branches have huge customer base. But the presence of private and foreign banks with their attractive products and service packages, the customers had several options. The products offered by the foreign banks lured the customers away from the banks which did not offer them. This set a new trend in banking industry. Retaining the existing customer base and expanding the same became the order of the day. The competition among the banks became very intense. The leading Indian commercial banks quickly shifted their focus by re-engineering their processes in providing prompt, efficient customer service and offering variety of hi-tech banking products/services.

The paper focuses on the impact of integrating IT in providing their services on commercial bank employees in India. The objective of the paper is to examine the status of IT integration in Indian commercial banks and to analyze the impact of the same on bank employees. The study reveals that the impact of Process reengineering on employees is positive as perceived by the sample respondents. There is high-level of understanding among the employees about the various PR initiatives taken up by their banks except for back-end software used for banking operations and hardware knowledge to correct simple technical snags.