Perceived Benefits and Inhibitors of IT Adoption and Resulting Satisfaction: A Study in Indian BFSI Context

Sanjaya S Gaur, K Abdul Waheed, Avish J Kuzhimattathil and Ashish Mahajan

The IUP Journal of Bank Management, 2003, vol. II, issue 2, 83-94

Abstract: Information Technology (IT) has become a major driving force in recent times and has impacted the financial sector too. Every organization in Indian banking and financial institutions (BFSI) is facing stiff competition due to privatization, active participation of foreign players and technological enhancements across the domain. The organizations in this sector are now trying to enhance the customer intimacy, long-term relationship with their customers and brand image through the adoption of Information technology in various business processes. Success of any technology depends on its adoption by intended users. The application of technology by the user in his/her environment also creates opportunities for further development of technology. An attempt has been made in this paper to study the IT adoption in Indian BFSI. Specifically, this paper discusses the general IT adoption characteristics in Indian BFSI such as different kinds of IT delivery channels usage, operating systems and databases usage, networking status and security systems usage based on a survey carried out during March - June, 2002. This paper also highlights the perceived benefits and hindrances/inhibitors of IT adoption and levels of satisfaction in IT enabled business processes in Indian BFSI. The study implies to help the IT marketers to design and package their products and service offerings for Indian BFSI and develop their marketing plans and sales strategy based on the understanding of IT adoption in this sector.

Date: 2003
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