Proceedings of the International Conference on Smart Systems and Social Management (ICSSSM-2 2025)

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Customer Migration from Traditional Banking to Digital Banking Channel: A Study on Influence of Customers’ Risk Perception and Innovativeness

Authors
Susanta Borah1, *, Mahesh L. Chaudhary2
1Department of Management, Gujarat National Law University, Ahmedabad, India
2Department of Management, Gujarat National Law University, Ahmedabad, India
*Corresponding author. Email: susantaborah@gmail.com
Corresponding Author
Susanta Borah
Available Online 31 December 2025.
DOI
10.2991/978-2-38476-533-1_74How to use a DOI?
Keywords
Digital Banking; Customer adoption; Innovativeness
Abstract

The purpose of this paper is to study customer adoption in digital banking channel and how factors such as customer’s risk perception and innovativeness influence adoption or migration of customer to digital banking channel from traditional banking channel. Study utilized survey approach methodology and involved 100 digital banking users to know about their risk perception and innovativeness. Structural equation modeling techniques was employed to study the impact of innovativeness and risk on digital banking adoption. From the results of the study, it has come to light that consumer innovativeness level positively impact digital banking adoption among customers. Innovativeness in consumer significantly reduces risk perception of using digital banking channel for banking services. Based on the outcome of the research several recommendations were made.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Smart Systems and Social Management (ICSSSM-2 2025)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
31 December 2025
ISBN
978-2-38476-533-1
ISSN
2352-5398
DOI
10.2991/978-2-38476-533-1_74How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Susanta Borah
AU  - Mahesh L. Chaudhary
PY  - 2025
DA  - 2025/12/31
TI  - Customer Migration from Traditional Banking to Digital Banking Channel: A Study on Influence of Customers’ Risk Perception and Innovativeness
BT  - Proceedings of the International Conference on Smart Systems and Social Management (ICSSSM-2 2025)
PB  - Atlantis Press
SP  - 1211
EP  - 1228
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-533-1_74
DO  - 10.2991/978-2-38476-533-1_74
ID  - Borah2025
ER  -