The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputation. Offering digital account opening or remote deposits may not satisfy customers; competitive advantage depends on many aspects such as providing a hassle-free, personalized and cyber-secure experience, economic aspects and the needs of the society at large. Therefore, there is a need to understand the intensity of the risk factors that influence customer satisfaction for digitalized banking services and products. To do this, we carried out a structured survey, framed on the five dimensions of the SERVQUAL model, which was sent out to Northern Indian banking customers, to which we received 222 valid responses. We subjected the data received to Structural Equation Modelling using the SmartPLS version 3 application software. Results reveal that digital banking customers in Northern India are genuinely satisfied with the quality of services provided by digital banking. Moreover, ‘reliability’ has the strongest risk factor impact on customer satisfaction, followed by ‘tangibility’ and ‘responsiveness’.

Due to the rise in the demand for information communication technologies (ICT), the need for operational risk resilience within the European insurance market sector has grown exponentially. This study aims to use the case of blockchain to evaluate whether the five characteristics determined from the literature to be required for effective digital risk resilience (specifically, integration, flexibility, reliability, relevance, and timeliness) have an impact on effectiveness in addressing the requirements of the European Union’s proposed Digital Operational Resilience Act (DORA). To achieve this, we developed a survey with 29 statements, which participants were required to answer using a five-point Likert scale. In total, 513 valid responses were received from participants. These were analyzed using exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). Results show that in the case of blockchain, reliability, flexibility, and relevance were found to significantly relate to its effectiveness in addressing DORA’s requirements, but relationships of effectiveness with integration and timeliness were found to be insignificant. However, when the experience variable was added to the model as the moderator variable, we found that timeliness and relevance have a significant relationship with blockchain effectiveness, while integration, reliability, and flexibility do not.

The synthesis of technology and finance is known as financial technology (Fintech), which brings together two of the biggest industries in harmony. Fintech disruption is a deviation from the norm, resulting in a significant shift in banking services and, as a result, risk. This article aims to investigate how Fintech has influenced recent changes in the banking industry and upcoming challenges, with a particular emphasis on blockchain technology. We perform a comprehensive thematic analysis of recent studies on Fintech in the banking industry. We found that Fintech has enormous potential to grow and impact the banking industry and the entire world. The banking industry could benefit from combining emerging technologies such as blockchain, AI, machine learning, or other decision-making layers. However, with the benefits come drawbacks, such as increased reliance on technology, high costs, increased job losses, security risks related to data and fraud, and so on. The use of emerging technology and collaboration between Fintech firms and banks can improve system-wide financial stability while minimising the negative externalities of disruption and competition. These findings can help regulators, policymakers, academics, and practitioners understand the opportunities and challenges of emerging technologies in the banking industry.

In the last two decades, research on behavioural biases has grown dramatically, fuelled by rising academic interest and zeal for publication. The present study explores the mediating role of risk perception on the relationship between heuristic biases and individual equity investors’ decision-making. The study uses Partial Least Square Structural Equation Modelling (PLS–SEM) to examine the survey data from 432 individual equity investors trading at the National Stock Exchange (NSE) in India. Risk perception is found to play a partial mediating role in the relationship amid overconfidence bias and investment decision-making, availability bias and investment decision-making, gamblers’ fallacy bias and investment decision-making and anchoring bias and investment decision-making, whereas it is found to play the full mediating role in the relationship between representativeness bias and investment decision-making. The result of the present study provides valuable insights into the different behavioural biases of capital market participants and other stakeholders such as equity investors, financial advisors, and policymakers. The present study solely relied on the heuristic biases of individual equity investors. However, in the real world, many other factors may impact the investment decision of individual equity investors. This has been considered a limitation of the study. The present study solely relied on the heuristic biases of individual equity investors. However, in the real world, many other factors may impact the investment decision of individual equity investors. This has been considered a limitation of the study.

The objective of this article is to assist the reader in understanding the journey from traditional Supply Chain Management to Digital Supply Chain Management. It aims to augment the concept of Digital Supply Chain Management with blockchain technology and create an extensive literature review to assist in formulating the gaps and discovering the variables that contribute towards the efficiency of a Blockchain-Based Digital Supply Chain. Moreover, this article aims to validate the impact of specified parameters resulting in customer retention and market leadership for an organization. Digital technologies such as the Internet of Things, blockchain, etc., are disrupting the traditional ways of doing business and creating value propositions for customers. Supply Chain Management is a key business process for an organization that helps them compete in the market. Organizations have seized competition not as individual brands but as supply chains. Digital Supply Chain Management is the implementation of digital technologies to capture customer data at every interaction to create customer engagement strategies. This article provides an empirical analysis of parameters influencing a Blockchain-Augmented Digital Supply Chain resulting in customer retention and market leadership and shows how, through a Blockchain-Based Digital Supply Chain, the business objective of being a customer-centric organization is assisted with the customer data generated at each interaction that is enabled.

Technology is emerging as an as an important banking mode for customers, and although almost all the banks in India are offering Internet Banking, India faces problems related to the digital divide, e-frauds, and high rates of interest, amongst other things. This is causing concern in banks, which are trying to persuade people to adopt their online banking services. Therefore, the aim with this study is to determine the antecedents of behavioural intentions to adopt e-banking in an emerging economy such as India. We did this by administering a questionnaire with 34 questions and nine constructs to which participants responded using a Likert scale of 1 to 5, 1 being strongly disagree and 5 strongly agree. All constructs used in this questionnaire were adapted from literature related to the antecedents of behavioural intentions to adopt e-banking. We received 436 valid responses, which we analysed using Cronbach’s alpha, Confirmatory Factor Analysis, and Structural Equation Modelling. Results show that Performance Expectancy, Hedonic Motivation, Experience, Habit and Attitude, Perceived Website Usability, and Security and Reliability positively influence the intention to adopt Internet Banking, suggesting that policymakers and bankers should focus on improving website usability and hedonic enjoyment while focusing on Internet Banking performance, security, and dependability. In addition, Effort Expectations, Social Influence, Facilitating Conditions, and Trust resulted as not significant influencing factors of Internet Banking usage; Indians appear to find Internet Banking straightforward to use, perceive it as a breeze, and believe they are backed by solid support systems and organisational infrastructures. Moreover, trust is not a driving factor for Indians to adopt Internet Banking because they already perceive it as a trustworthy exercise.