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

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

Ranjit Singh, Bhartrihari Pandiya, Chandra Kant Upadhyay, Manas K. Singh
Copyright: © 2020 |Volume: 11 |Issue: 1 |Pages: 28
ISSN: 1947-3478|EISSN: 1947-3486|EISBN13: 9781799802303|DOI: 10.4018/IJHCITP.2020010105
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MLA

Singh, Ranjit, et al. "IT-Governance Framework Considering Service Quality and Information Security in Banks in India." IJHCITP vol.11, no.1 2020: pp.64-91. http://doi.org/10.4018/IJHCITP.2020010105

APA

Singh, R., Pandiya, B., Upadhyay, C. K., & Singh, M. K. (2020). IT-Governance Framework Considering Service Quality and Information Security in Banks in India. International Journal of Human Capital and Information Technology Professionals (IJHCITP), 11(1), 64-91. http://doi.org/10.4018/IJHCITP.2020010105

Chicago

Singh, Ranjit, et al. "IT-Governance Framework Considering Service Quality and Information Security in Banks in India," International Journal of Human Capital and Information Technology Professionals (IJHCITP) 11, no.1: 64-91. http://doi.org/10.4018/IJHCITP.2020010105

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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.

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