Technology in Banking Sector and its Impact on Customer Relationship Management: Leading to VUCA Trends

Nishtha Pareek, Richa Chauhan and Neelni Giri Goswami

Indian banking has come a long way with the advent of technology. The use of technology is justified for making customer’s life easy, but the same has driven the customer away from banker and replaced the customer banker relation with VUCA. Researcher here has named the aspect as Missing Sharmaji (the Banker). Results obtained through questionnaire show that the customer today is not happy with the way banking is going. On one hand high end technology is helping in making transaction easy but on the other hand the same technology is creating complexity for the customer in various ways.

Volume 11 | 11-Special Issue

Pages: 824-832

DOI: 10.5373/JARDCS/V11SP11/20193103