The study examines the impact of neobanking elements on consumer banking practices in Kerala, focusing on the impact on customer satisfaction and financial inclusion. The research highlights the importance of understanding the adoption and effects of neobanking practices in a rapidly changing financial environment. The study found that cost-effectiveness and personalization are the most influential factors, accounting for 65.1% of the variation in customer banking behaviours. Digital accessibility is a key component, providing convenience and simplicity of use. Customer experience and personalization are essential for building loyalty and trust. Cost-effectiveness and security significantly influence client satisfaction, improving operational effectiveness and protecting client information. The study’s findings have practical implications for Keralan banks, urging them to prioritize these factors in their plans to increase customer loyalty and happiness. By utilizing digital technologies, banks can enhance service delivery, cut costs, and provide personalized experiences, ultimately improving customer satisfaction and financial inclusion.
Al-GhamdiB. A. M. A. (2023). Selection of a trustworthy technique for fraud prevention in the digital banking sector. International Journal of Advanced Computer Science and Applications, 14(11). http://dx.doi.org/10.14569/IJACSA.2023.0141124
2.
AmandaP., & SudrajadO. Y. (2023). Evaluation of digital banking efficiency in Indonesian banking sector using data envelopment analysis (DEA) approach. International Journal of Current Science Research and Review, 6(08), 5345–5353. https://doi.org/10.47191/ijcsrr/v6-i8-01
3.
BaesensB., HöppnerS., & VerdonckT. (2021). Data engineering for fraud detection. Decision Support Systems, 150, 113492. https://doi.org/10.1016/j.dss.2021.113492
4.
BhargavaN. C. (2023). A study on customer awareness and usage of payments bank and neo banks in Chennai city. Journal of Development Economics and Management Research Studies, 10(16), 205–214. https://doi.org/10.53422/jdms. 2023.101627
5.
BhatnagrP., & RajeshA. (2023). Neobanking adoption: An integrated UTAUT-3, perceived risk and recommendation model. South Asian Journal of Marketing, 5(2), 93–112. https://doi.org/10.1108/sajm-06-2022-0040
6.
BhatnagrP., RajeshA., & MisraR. (2024). Neobank adoption: Integrating the information systems effectiveness framework with the innovation resistance model. Management Decision, 62(10), 3315–3352. https://doi.org/10.1108/md-06-2023-0977
7.
BradfordT. (2020). The rise of neobanks: Fintech innovation and financial inclusion. Journal of Digital Banking, 4(2), 30–45.
8.
ChauhanS., AkhtarA., & GuptaA. (2022). Customer experience in digital banking: A review and future research directions. International Journal of Quality and Service Sciences, 14(2), 311–348. https://doi.org/10.1108/ijqss-02-2021-0027
9.
ChenL., & WangX. (2020). Technology acceptance and financial innovation: A study of digital banking adoption. International Journal of Fintech Research, 6(1), 11–29.
10.
ChuH., & ZhanX. (2024). The impact of digital banking services on customer satisfaction. Frontiers in Business Economics and Management, 15(3), 356–360. https://doi.org/10.54097/5qaf7d23
11.
CnaanR. A., ScottM. L., HeistH. D., & MoodithayaM. S. (2021). Financial inclusion in the digital banking age: Lessons from rural India. Journal of Social Policy, 52(3), 520–541. https://doi.org/10.1017/s0047279421000738
12.
DhillonR. (2012). Mobile banking in rural India: Roadmap to financial inclusion. Paripex-Indian Journal of Research, 3(1), 29–31. https://doi.org/10.15373/22501991/jan2014/8
13.
DokaniaY. (2020). A comparative analysis of neo banking in India and abroad. Global Journal of Banking and Finance, 9(4), 101–117.
14.
DSN. M. S., & MLN. D. S. (2024). A Study on Cross-country Analysis of Neo Banking: India and the US. EPRA International Journal of Environmental Economics Commerce and Educational Management, 11, 35–39. https://doi.org/10.36713/epra18397
15.
FriesS., & TaciA. (2004). Cost efficiency of banks in transition: Evidence from 289 banks in 15 post-communist countries. Journal of Banking & Finance, 29(1), 55–81. https://doi.org/10.1016/j.jbankfin.2004.06.016
16.
GeorgeJ., & RR. (2021). A study on role of financial inclusion on regional rural banks with reference to Kerala Gramin Bank. Asian Journal of Management, 12(2), 115–119. https://doi.org/10.52711/2321-5763.2021.00017
17.
HamidiH., & SafareeyehM. (2018). A model to analyze the effect of mobile banking adoption on customer interaction and satisfaction: A case study of m-banking in Iran. Telematics and Informatics, 38, 166–181. https://doi.org/ 10.1016/j.tele.2018.09.008
18.
HasanM., RahmanM. M., HossainM. S., & MarajM. A. A. (2024). Advancing data security in global banking: Innovative big data management techniques. International Journal of Management Information Systems and Data Science, 1(2), 26–37. https://doi.org/10.62304/ijmisds.v1i2.133
19.
HopkinsonG. G., & KlarovaD. (2019). Customer experience in neo banking: Opportunities and challenges. European Journal of Fintech Studies, 7(1), 44–60.
20.
JagtapS. (2023). Banking beyond boundaries: Harnessing the potential of artificial intelligence. International Journal of Science and Research (IJSR), 12(8), 16–20. https://doi.org/10.21275/sr23721171156
21.
JaiwantS. V. (2021). Artificial intelligence and personalized banking. In GargV. & GoelR. (Eds.), Handbook of research on innovative management using AI in industry, 5.0 (pp. 74–87). IGI Global Scientific Publishing. https://doi.org/10.4018/978-1-7998-8497-2.ch005
22.
KR., & GeethaD. (2022). Financial inclusion of tribes of Kerala: An empirical study. Towards Excellence, 14(3), 206–214. https://doi.org/10.37867/te140321
23.
KhmaraM., & KapliarK. (2024). Transformation of banking activities in Switzerland: The influence of neo-banks and prospects for the development of the financial sector. Actual Problems of International Relations, 158, 97–103. https://doi.org/10.17721/apmv.2024.158.1.97-103
24.
KonaS. S. (2020). Customer segmentation and personalization in banking services: Investigating the use of big data analytics to segment banking customers based on their behavior, demographics, and preferences, and leveraging these insights to personalize banking services and marketing campaigns. International Journal of Science and Research (IJSR), 9(8), 1566–1570. https://doi.org/10.21275/sr245 22131706
25.
LolemoS., & PandyaH. (2024). The impact of digital banking on customer satisfaction and loyalty in commercial banks: A systematic literature review. International Journal of Management, Economics and Commerce, 1(1), 69–75. https://doi.org/10.62737/v8exrn15
26.
MethlieL. B., & NysveenH. (1999). Loyalty of on-line bank customers. Journal of Information Technology, 14(4), 375–386. https://doi.org/10.1177/026839629901400406
27.
MKM. S., & ReddyM. R. (2022). Financial inclusion through Kiosk-based banking services: a study with reference to business correspondent models in the state of Kerala. Benchmarking an International Journal, 29(9), 2900–2923. https://doi.org/10.1108/bij-11-2020-0591
28.
MonisE., & PaiR. (2023). Neo Banks: A Paradigm shift in banking. International Journal of Case Studies in Business IT and Education, 318–332. https://doi.org/10.47992/ijcsbe.2581.6942.0275
29.
NagyS., MolnárL., & PappA. (2023). Customer adoption of neobank services from a technology acceptance perspective: Evidence from Hungary. Decision Making Applications in Management and Engineering, 7(1), 187–208. https://doi.org/10.31181/dmame712024883
30.
RV. (2023). Digital disruption of neo banks with reference to Indian banking landscape. International Journal for Multidisciplinary Research, 5(6), 1–6. https://doi.org/ 10.36948/ijfmr.2023.v05i06.10561
31.
RamanK. R. (2009). Asian Development Bank, policy conditionalities and the social democratic governance: Kerala model under pressure?Review of International Political Economy, 16(2), 284–308. https://doi.org/10.1080/09692290802454620
32.
SN. A. V. (2021). A study on factors influencing the adoption of internet banking: A gender wise analysis by integrating TAM and TPB model in Kerala. Research Review International Journal of Multidisciplinary, 6(11), 19–27. https://doi.org/10.31305/rrijm.2021.v06.i11.004
33.
SabbaniG. (2024). The rise of neobanks: Disrupting the traditional banking landscape. International Journal of Science and Research (IJSR), 13(5), 1024–1027. https://doi.org/ 10.21275/sr24516201618
34.
SajiT. G., & PaulD. (2018). Behavioural intention to the use of mobile banking in Kerala: An application of extended classical technology acceptance model. Metamorphosis, 17(2), 111–119. https://doi.org/10.1177/0972622518792802
35.
SardarS., & AnjariaK. (2023). The future of banking: how neo banks are changing the industry. International Journal of Management, Public Policy and Research, 2(2), 32–41. https://doi.org/10.55829/ijmpr.v2i2.153
36.
ShankarA., & JebarajakirthyC. (2019). The influence of e-banking service quality on customer loyalty. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/ijbm-03-2018-0063
37.
ShantiR., SiregarH., ZulbainarniN., & TonyN. (2024). Revolutionizing banking: Neobanks’ digital transformation for enhanced efficiency. Journal of Risk and Financial Management, 17(5), 188. https://doi.org/10.3390/jrfm17050188
38.
SharmaJ., & PatilS. (2023). Neo-banking challenges and expansion in future. Prayukti – Journal of Management Applications, 3(2), 55–64. https://doi.org/10.52814/pjma.2023.3201
39.
SharmaS. (2024). Digital disruption in banking: A comparative analysis of neo banks and traditional institutions. International Journal of Management and Development Studies, 13(3), 1–12. https://doi.org/10.53983/ijmds.v13n 3.001
40.
SivaramA., & SatheeshE. K. (2021). Customers’ perceived risk and attitude towards adoption of the digital banking services. South Asian Journal of Social Studies and Economics, 12, 21–28. https://doi.org/10.9734/sajsse/2021/v12i430312
41.
SoumadyN. D. V. R. (2022). Are neo banks the future disruptors of banking in India: A perspective. International Journal of Advanced Research in Science Communication and Technology, 2(2), 97–102. https://doi.org/10.48175/ijarsct-2826
42.
SusantoS. A., ManekM. V., SetiawanR. A., & MustikasariF. (2023). Customer experience in digital banking: The influence of convenience, security, and usefulness on customer satisfaction and customer loyalty in Indonesia. Devotion Journal of Research and Community Service, 4(8), 1671–1685. https://doi.org/10.59188/devotion.v4i8.544
43.
TanejaS., AliL., SirajA., FerassoM., LuthraS., & KumarA. (2024). Leveraging digital payment adoption experience to advance the development of digital-only (neo) banks: Role of trust, risk, security, and green concern. IEEE Transactions on Engineering Management, 71, 10862–10873. https://doi.org/10.1109/tem.2024.3395130
44.
V, A. V., & B, J. (2023). A study on customers perception towards neo banking system. International Journal of Research-Granthaalayah, 11(4), 58–65. https://doi.org/10.29121/granthaalayah.v11.i4.2023.5116
