IT-Governance Framework Considering Service Quality and Information Security in Banks in India

Ranjit Singh, Bhartrihari Pandiya, Chandra Kant Upadhyay and Manas K. Singh
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Ranjit Singh: Indian Institute of Information Technology, Allahabad, India
Bhartrihari Pandiya: Indian Institute of Information Technology, Allahabad, India
Chandra Kant Upadhyay: Indian Institute of Information Technology, Allahabad, India
Manas K. Singh: Indian Institute of Information Technology, Allahabad, India

International Journal of Human Capital and Information Technology Professionals (IJHCITP), 2020, vol. 11, issue 1, 64-91

Abstract: This study proposes an IT-Governance framework for the Indian Banking Industry. This research explores the factors predicting customer loyalty in retail banking. The classical SERVQUAL model that captures consumer insight of a service along the five dimensions (reliability, assurance, tangibles, empathy, responsiveness) and is combined with three critical factors of cyber / information security, namely confidentiality, integrity and availability (CIA) to generate a conceptual framework for IT-governance in Indian Banking. A survey with more than 150 respondents was conducted. The study concludes that customers have a moderate to low perception on current Indian banking infrastructure and other dimensions of services quality it provides, while a highly favourable perception of the parameters of information security and hence, it can be leveraged to implement certain critical policies of the government with requires confidentiality and integrity.

Date: 2020
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International Journal of Human Capital and Information Technology Professionals (IJHCITP) is currently edited by Sanjay Misra

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