Bank Employee’s Perception Towards Digital Financial Inclusion in Relation to Customers of Punjab

Abstract

Financial inclusion entails extending formal financial services to vulnerable groups, thereby integrating them from disadvantaged to advantaged populations. The Indian Government and the RBI have actively promoted financial inclusion through digitization initiatives, including ATMs, mobile banking, internet banking, and e-wallets. Digitization, exemplified by Information Communication Technology (ICT), has significantly transformed the banking sector. Despite substantial investments in digital banking services, the adoption of these channels remains uneven among customers. This study seeks to explore bank employees' perceptions of digital financial inclusion, particularly in relation to customers' access to digital banking services. Employing statistical methods, including the chi-square test, this research examines the perceptual differences between urban and rural bank employees. The findings indicate that both urban and rural bank employees perceive that individuals in their respective areas are now well-acquainted with digital banking.