Information Management in the Era of Digital Banking: A Descriptive Analysis of adoption and usage among Millennial and Gen Z
Year: 2023
Type: conference-paper
Study design: Observational Study
Abstract: With the introduction of digital banking, customers' access to banking services and products has been radically transformed, with millennials and Gen Z consumers leading the way in adopting these developments. As a result, knowing these generations' views and preferences toward digital banking is critical for banks and financial organizations looking to react to these growing trends. Through a descriptive study of their attitudes and preferences, this study aims to examine the adoption and use of digital banking by millennials and Gen Z. A sample of millennials and Gen Z customers were surveyed to determine the variables that impact their adoption and usage of digital banking, as well as their preferences for digital banking services and features and the problems they confront while using digital banking services. To achieve these objectives, the study utilized quantitative and qualitative research methods with millennials and Gen Z who use digital banking services. The findings from a study of digital banking services among millennials and Generation Z includes: Age has a major impact on adoption of digital banking services; employment has an impact on the usage of mobile payment choices; and income level has an impact on preferences for personalized features. These findings give important insights into the factors influencing digital banking service adoption among millennials and Generation Z. The implications of these findings for financial institutions are significant. To remain competitive, financial institutions must invest in the development of digital banking technologies that are user- friendly, innovative, and secure. They must also tailor their marketing strategies to the specific needs and preferences of millennials, who are an important and growing market segment for financial services.
Authors: Pooja Kumawat, Kamaladevi Baskaran
Institution: Amity University
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4396879102