A Multi-Group Study of Public and Private Bank Customers on The Impact of Covid-19 on Bank Growth

Abstract

Purpose: Every country's banking system plays a vital role in its economy. The research focused on examining the impact of bank and RBI policies and measures on online and offline services offered during COVID-19, as well as the impact of COVID-19 on the bank's growth from the perspective of banking customers. Methodology: A Google Form questionnaire was used to gather information from bank customers. Smart PLS SEM was used to analyze the data collected. A total of 412 responses were taken as a sample size. Findings: It can be concluded that customers significantly believe that policies and measures, including online and offline facilities, have significantly impacted the bank's growth. Originality value: No study evaluated the impact of policies and measures issued during COVID-19 on online and offline facilities provided by banks. There was no literature review that looked at how customers perceived the growth of the banking sector during COVID-19.