Abstract

Customer convenience has a large role in a customer's decision to use banking services. The major goal of this research is to illustrate how different components of customer behavior influence technical improvements in the banking business. The findings from 110 bank employees’ responses have been collected relevant to mobile banking as a technological change through convenient sampling for primary data collection. Quantitative data analytical tool –MATLAB was used to find the correlation between the attributes of cause for changes in banking services and technological change. The results appeared were not significant which has made us to use the qualitative data analytical tool – NVIVO software which have highlighted convenience is the response of most of the questions comparative to other variables for technological changes in banking sector. Through NVIVO Tree mapping, Word count, Text search have shown same results.  The results here have highlighted on important aspect that customer convenience is the cause for technological changes in banking sector. These findings insights to banks about how important is the customer convenience which is leading to technological upgradation and appropriate usage of tools for data analysis depending on qualitative data and quantitative.