Overview

Many developing countries face a significant challenge: their population needs access to essential financial services. This financial exclusion limits their ability to save, invest, and participate fully in the economy. Despite the rapid advancements in information and communication technology (ICT), millions of people remain underserved by traditional banking systems. Revolutionizing Customer-Centric Banking Through ICT addresses this critical issue by exploring how ICT innovations can revolutionize financial services in developing countries. By offering a comprehensive review of digital transformation in banking, the book highlights the potential of mobile banking, digital payment systems, and blockchain technology to bridge the financial inclusion gap. It showcases real-world examples and cutting-edge strategies, motivating entrepreneurs, financial institutions, and policymakers to embrace technology-driven financial solutions. The book also aims to educate readers about the transformative impact of ICT on financial services, empowering them to make informed decisions to enhance their economic well-being. Revolutionizing Customer-Centric Banking Through ICT is a valuable resource for academics, researchers, practitioners, and policymakers seeking to understand and leverage the potential of ICT in transforming financial services. Through its insightful analysis and practical recommendations, the book offers a roadmap for increasing financial inclusion, reducing poverty, and driving economic growth in developing countries.

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Dharmendra Singh is an associate professor and program head (Finance) at Modern College of Business and Science, Muscat (Oman). With an extensive professional background spanning 24 years, he brings a wealth of experience to finance education. He has a Ph.D. in Finance, professional certifications as a Certified Financial Planner (CFP), and an associate diploma in life insurance. He has a strong publication record, with numerous articles and research papers published in reputable international and refereed journals. His research interests span across banking, corporate finance, and entrepreneurship. In addition, he has published two edited books with reputable publishers that are listed in Scopus. Garima Malik is a doctoral scholar of Marketing at Xavier School of Management, XLRI Jamshedpur, India. She has more than eighteen years of academic experience. She is also associated with Amity Business School, Noida, India. She did her Ph. D from Technical University of Lucknow in 2010, on the topic “Impact of Technological Reforms on Banking Sector in India”. Dr. Garima Malik also awarded the Summer Faculty Research fellowship from IIT Dehli in 2021. Her area of research includes gamification, marketing analytics, customer engagement and customer relationship management. She authored more than 80+ research papers. Her research papers are published in various leading journals such as International Journal of Bank Marketing, Tourism Analysis, Journal of Event Management, Information Technology & Tourism, International Journal of Healthcare Management, Journal of Global Marketing, Innovative Marketing, Pacific Asia Journal of the Association for Information Systems, Journal of Science and Technology Policy Management among others. She also authored five books out of two are textbooks and four are case study books. Swati Bhatnagar is an Assistant Professor in the Marketing Department at the New Delhi Institute of Management. She graduated from Hindu College, Delhi University, and did an MBA from ICFAI Business School, Gurgaon. She earned her Ph. D. from Delhi Technological University. She is also UGC NET qualified. She has a cumulative experience of more than 20 years. She has corporate experience of 5 years with Birla Sunlife and ICICI Prudential AMC Ltd. And academic experience with Amity Business School and New Delhi Institute of Management for over 15 years. Her expertise is in sales, behavioral and structural dimensions of distribution channel management, and emerging areas of marketing analytics. She has presented papers at various national and international conferences and has authored many research papers and chapters in Scopus-indexed journals.

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