Published Paper


Customer Perceptions of Ethical Banking Practices: An Empirical Study

1 Pratyashi Tamuly; 2 Arabinda Debnath
Bodoland University, India
Page: 1309-1322
Published on: 2025 December

Abstract

The rapid reforms and changes in the banking industry has significantly reshaped the financial scenario by improving efficiency with customised customer services.  However, these reforms and advances have not reduced the critical ethical concerned particularly on transparency and Disclosure, Protection and Welfare, Responsibility and Sustainability, Governance and Risk management. The purpose of the study is to analyse the perception of Bank Customer on ethical banking Practices amongst 24 Scheduled Public Sector banks and Scheduled Private Sector banks operating atKamrup Metro District of Assam. Data has been collected using questionnaire from 400 customers of Scheduled Public and Private Sector Banks Operating in Kamrup Metro. The findings of this study provide valuable insights into customer perceptions of various dimensions - transparency and disclosure, customer protection and welfare, social responsibility and sustainability, governance and risk management, and ethical conduct across public and private sector banks in India. The results indicate that public sector banks are perceived significantly more favourably than private sector banks in terms of transparency and disclosure, customer protection and welfare, and governance and risk management. This is consistent with the regulatory framework and public accountability that characterizes public sector banks, which are subject to stricter oversight and mandatory disclosure norms.

 

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