Impact of the Covid-19 Pandemic on the Indian Retail Banking Sector

Abstract

This study looks at how banking, specifically retail banking has been affected in the eyes of the average customer due to the COVID-19 pandemic. The study examines how the retail banking sector has been affected. The main focus is on if and how there has been a change in preference or perspective on how individuals interact with their banks. If there has been a drop in terms of service quality, response time and also an understanding of how secure they believe it is to conduct banking activities online or digitally. The study also takes a look at if individuals have used Unified Payments Interface, and their preference towards it. Furthermore, the study looks at if individual’s consumption patterns have changed and so on. The data was gathered using an online Google form that was circulated using social media, the results were then compiled, analyzed and the interpretations were made to understand how exactly the COVID-19 pandemic affected or didn’t affect the retail banking sector’s customer base.