Published Paper Details:

This study explores customer perceptions of innovative banking services in Bengaluru, India, focusing on the perceived accessibility of these services compared to traditional banking methods. As the banking industry undergoes rapid digital transformation, understanding customer attitudes towards new technologies is crucial for successful implementation and adoption. This research employs a survey methodology, gathering data from 88 banking customers in Bengaluru through a structured questionnaire. The study investigates customer perceptions regarding the accessibility of innovative banking services, including mobile banking, online banking, and UPI, in relation to traditional branch banking. The findings reveal a divided opinion, with a slight majority perceiving innovative services as more accessible, while a substantial minority disagrees or remains neutral. This suggests that while digital channels offer increased accessibility for some, barriers may still exist for others. The study highlights the need for banks to address these disparities and ensure equitable access to innovative banking services for all customers in Bengaluru. Further research is recommended to explore the specific factors influencing these perceptions and to inform strategies for improving the accessibility and inclusivity of digital banking platforms.