Assessing the Influence of Digital Divide on Employees of Indian Financial Institutions
DOI:
https://doi.org/10.53555/jaes.v21i2.33Keywords:
Public sector bank employees, Expectancy- Disconfirmation Theory framework, digital divide, information failure, service failure, functional failureAbstract
The pandemic accelerated the digitalization across various industries including financial sector. The banking industry had adopted digitalization selectively especially in consumer-facing transactions. Within the banking industry, Indian public sector banks (PSBs) have been slow in adopting the digital practices. However, the pandemic enforced lockdown led to increased digital engagement by the bank employees. The present study aims to research the impact of enhanced digital adoption by public sector bank employees during the covid-19 pandemic. Through the framework of Expectancy-Disconfirmation Theory, the authors showcase that while the information failure and the service failure create dissatisfaction among the employees, the functional failure of the technology was not the factor leading to the dissatisfaction among the employees. In the present study data has been collected from 326 bank employees across four different public sector banks, spanning eleven branches. Finally, the authors discuss the theoretical contribution and industry implications of the findings of the research.
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Copyright (c) 2025 Raj Arora, Dr Gautam Agrawal (Author)
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