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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Ranjit Singh & Bhartrihari Pandiya & Chandra Kant Upadhyay & Manas K. Singh, 2020. "IT-Governance Framework Considering Service Quality and Information Security in Banks in India," International Journal of Human Capital and Information Technology Professionals (IJHCITP), IGI Global, vol. 11(1), pages 64-91, January.
    • Handle: RePEc:igg:jhcitp:v:11:y:2020:i:1:p:64-91
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