Precursors of Interactional Value Formation through Digital Banking Interactions
Description
The data shows the research questionnaire used for the customers to collect the information on their perceptions related to digital banking interactions. The data was collected through physical and online mode from the digitally active banking cutsomers. It also has the file that contains raw customer data collected through the survey.
Files
Steps to reproduce
The sample size consisted of 442 digitally active bank customers of private, public, and small finance banks in the Karnataka region. Survey questionnaires were shared online with the bank customers. . We visited the regional offices of the selected banks and requested the management to use us as an opportunity to obtain customer’s perceptions of digital interactions. Post approval, we met the customers in the respective branches who were digitally active in bank interactions. Keeping their anonymity, we gathered their responses as the initial sample and requested them to mention any three customer references. Later, this snowballing technique was given a final sample of 442 customers. The study considered interactions through mail, phone, chatbots, WhatsApp, and text messages are considered digital interactions.