“Banking: Bricks-Mortar to Clicks-Mortar”, A literature Review

Abstract

Digitalisation of Banks is highly discussed in present world scenario. There have been discussions on making banks cost-effective using alternate routes like ATM, Internet banking and Mobile Banking. Lots of researches have been conducted globally to understand cost and benefits of digitalisation of banks. A literature review across global and Indian researchers is conducted to understand shift from branch banking to digital banking. The findings suggest that digitalisation should not be looked as making banks cost-effective but is essential to remain effective. It should be seen as a necessity for better customer experience to retain customers and attract new customers in current competitive financial service providers market. Moreover digitalisation cannot replace human based branches but they complement each other.

Keywords- Internet Banking, ATM, M- Banking, Digitalisation, E- Banking