What question did this study set out to answer?

The central aim is to explore how demographic factors influence customer perceptions of payment banks.

March 1, 2026Open Access

Analyzing Customer Centric Strategies in the Payment Bank Sector: A Statistical Perspective

Q: What does this research mean for the field?

Demographic variables significantly influence customer perceptions of payment banks, affecting aspects like friendliness, security, privacy, technology advancement, and ease of transactions. Novelty: ClaimNovelty.CONFIRMATORY. Consensus alignment: ConsensusAlignment.NEUTRAL.

Key Points

The central aim is to explore how demographic factors influence customer perceptions of payment banks.
Used MANOVA to analyze influences of gender, age, education, and occupation.
Analyzed challenges in payment services with Kendall's W Test.
Evaluated customer opinions with the One-Sample Kolmogorov-Smirnov Test.
Significant relationships found between demographic variables and customer perceptions.
Identified major barriers in customer experience.
Provided actionable recommendations for enhancing payment bank services.

Abstract

Abstract: The customer-centric approach in payment banks has become a critical factor in enhancing service delivery and satisfaction in the digital financial landscape. This study employs the Multivariate Analysis of Variance (MANOVA) test to examine the influence of demographic variables such as gender, age, education, and occupation on customer perceptions of payment banks. Dependent variables included aspects like friendliness, security, privacy, technology advancement, and ease of transactions. Additionally, challenges in payment services were analyzed using Kendall’s W Test, and customer opinions in Sivaganga District were evaluated through the One-Sample Kolmogorov-Smirnov Test. The findings reveal significant insights into customer perceptions and barriers, providing actionable recommendations for payment banks to improve their services. Keywords: Customer-centric, Payment banks, MANOVA, Kendall’s W Test, Kolmogorov-Smirnov Test, customer perception, financial services. Title: Analyzing Customer Centric Strategies in the Payment Bank Sector: A Statistical Perspective Author: Mr. V. Dinesh, Dr. R. Venkatesan, Dr E Saranya devi International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online) Vol. 13, Issue 2, October 2025 - March 2026 Page No: 525-533 Research Publish Journals Website: www.researchpublish.com Published Date: 25-February-2026 DOI: https://doi.org/10.5281/zenodo.18769339 Paper Download Link (Source) https://www.researchpublish.com/papers/analyzing-customer-centric-strategies-in-the-payment-bank-sector-a-statistical-perspective

Analyzing Customer Centric Strategies in the Payment Bank Sector: A Statistical Perspective

Key Points

Abstract

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