AN INVESTIGATSION OF THE EFFECTIVENESS OF ALTERNATE CHANNEL BANKING SERVICES: THE CASE OF DASHEN BANK S.C.

Abstract

The purpose of this study herein is to present and evaluate Dashen bank’s alternate channels mainly the ATM, POS, Mobile & Internet banking services in order to explore to what degree those services are utilized and indicate their financial performance in terms of revenue generation, cost reduction and foreign currency generation to the Bank. The researcher used descriptive method of study based on qualitative and quantitative approach. The total target population for the study is 116 employees and, considering the limited sample size the study has taken the census sampling method and hence all the 116 target population has been included for the study. The finding of this study disclose that DB available Alternate Channels utilization and financial performance looks not effective when measured from transaction volume, number of card holders & subscribers and active user’s parameters plus financially also the result identified from this research exhibited the revenue generated, cost reduction effort and foreign currency generation are not showing progressive increment. To conclude DB is not properly utilized its Alternate Channel Banking products and also not effective in reducing transactional cost and increasing the revenue and foreign currency collection from these channels.