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Purpose: This chapter aims to unveil the challenges of adopting and using banking chatbots in India and identify the challenges of Chat Generative Pre-trained Transformer (ChatGPT) for future banking.

Need for the study: Unveiling the challenges of chatbots and ChatGPT in the banking industry in India is crucial to understand the limitations and areas of improvement to enhance customer experience, ensure data security, and maintain regulatory compliance.

Methodology: The researchers conducted a narrative review systematically summarising and analysing existing literature on chatbots and ChatGPT, providing a comprehensive overview of the challenges faced in the industry.

Findings: The authors identify perceived risk, platform quality, connectivity and infrastructure, data privacy and security, user education and acceptance, existing legacy systems, and regulatory guidelines as the challenges of adopting chatbots. Additionally, the findings reveal that the challenges posed by ChatGPT in future banking include the potential reduction of traditional banking jobs, linguistic diversity, data privacy and security, ethical considerations and bias mitigation, explainability and accountability, integration with existing banking systems, and user trust and acceptance. However, implementing these new technologies also presents opportunities for individuals with unique human skills, such as critical thinking, empathy, and creativity, which are difficult to replace with technology.

Practical implications: By minimising the challenges of ChatGPT and chatbots, the banking industry could achieve improved customer service, cost efficiency, automation of routine tasks, and 24/7 availability, leading to enhanced customer satisfaction and operational efficiency in the banking industry. Additionally, these artificial intelligence (AI) tools enable data-driven insights, personalised experiences, scalability, and efficient handling of large customer volumes, contributing to better decision-making and enhanced customer engagement.

This paper aims to investigate the productivity behavior of Indian banks in the presence of non-performing assets (NPAs) over the period 1999 to 2017. The study examines whether Indian banks withstand the shocks of the global financial crisis (GFC) of 2007–2009 and sustain their total factor productivity (TFP) levels in the post-crisis economic turbulent period or not.

The robust estimates of TFP and its components: efficiency change and technical change are obtained using the state-of-the-art and innovative sequential Malmquist-Luenberger productivity index (SMLPI) approach. The key advantages of this approach are that it explicitly allows the joint production of undesirable output (NPAs in our case) along with desirable inputs and outputs in the production process and precludes the possibility of spurious technical regress.

The empirical results of the study reveal that the Indian banking system has experienced a (−1) percent TFP regress, contributed solely by efficiency loss during the period under investigation. The GFC has slowed down the growth trajectory of TFP growth in the Indian banking industry. Among ownership groups, the effect of the GFC was pronounced on the public sector banks.

The practical implication drawn from the study is that the Indian banks have not been able to successfully transmit the use of installed technology in a way to generate early warning signals and mitigate the risk of defaults so as to maximize their productivity gains in the banking industry.

This study is perhaps the first one to understand the productivity dynamics of the Indian banks in response to both endogenous (i.e. NPA crisis) and exogenous (i.e. global financial and economic stress) crises. Moreover, the authors obtain the robust estimates of TFP growth of Indian banks by explicitly accounting for NPAs as an undesirable output and equity as a quasi-fixed input in the bank production process.

This study aims to capture the “persistence effect” of credit risk in Indian banking industry using the bank-level data spanning over the period of 19 years from 1998/1999 to 2016/17. Alongside, the study explored how the bank-specific, industry-specific, macroeconomic variables alongside regulatory reforms, ownership changes and financial crisis affect the bank's asset quality in India.

Using two-step system generalized method of moment (GMM) approach, the study derives key factors that affect the bank's asset quality in India.

The empirical results confirm the time persistence of credit risk among Indian banks during study period. This reflects that bank defaults are expected to increase in the current year, if it had increased past year due to time lag involved in the process of recovery of past dues. Further, higher profitability, better managerial efficiency, more diversified income from nontraditional activities, optimal size of banks, proper credit screening and monitoring and adherence regulatory norms would help in improving the credit quality of Indian banks.

The practical implication drawn from the study is that nonaccumulation of nonperforming loans (NPLs), higher profitability, better managerial efficiency, more diversified income from nontraditional activities, optimal size of banks, proper credit screening and monitoring and adherence regulatory norms would help in improving the credit quality of Indian banks.

This study is probably the first one that identifies in addition to the current year, whether lag of bank industry-macroeconomic affects the level of NPLs of Indian banks. So far, such an analysis has received less attention with respect to Indian banking industry, especially immediate aftermath of the global financial crisis.

The purpose of this study is to measure the level of total factor productivity of the Indian banking sector and to identify both the bank-specific and macroeconomic determinants of the total factor productivity after the global subprime mortgage crisis.

The research sample consists of 61 commercial banks including 21 public sector banks, 18 private sector banks and 22 foreign banks. The annual data is collected from the website of Reserve Bank of India from 2008 to 2019. The authors employed the non-parametric DEA approach to estimate Malmquist total factor productivity index for each bank as well as across different ownership groups. The panel data estimation technique was used to identify the determinants of total factor productivity.

The results suggested that an increase in the technological shift raised the bank's productivity above the optimal frontier. Among the bank-specific determinants, the bank size and bank diversifications are significantly declining productivity, whereas credit-deposit ratio and return on asset significantly increasing productivity. Among the macro-specific determinants, inflation, growth rate and fiscal deficit ratio negatively affect productivity, whereas capital formation to the GVA ratio boosts the level of productivity.

The authors have used intermediate method to select the inputs and outputs as per the suitability to the context. However, the disaggregate level such as state and district level analysis can be done using production and value-added approaches to explore the regional variations of the banking performance. Furthermore, the parametric methods such as stochastic frontier analysis can be used to examine banking performance, which the authors left for the future research.

This study suggested that banks should increase the economies of scale of their total assets and focus on the interest-earning activity. The banks need to proactively operate the business policy by following the changing path of inflation. The banks need to reduce their rate of fiscal-deficit to the GVA with the purpose to boost their level of productivity.

The study provides an important implication for bankers and policymakers in terms of heightening the banking performance during the period of dynamic economic events.

The paper measures the degree of bank competition in Indian banking over the period 1996–2016. Using bank-level annual data, we revisit the case of banking competitiveness during the prefinancial and postfinancial crisis and examine whether the global financial crisis alters the level of bank competition in India. Additionally, this paper addresses the misspecification issues associated with the widely used Panzar–Rosse model in Indian banking context.

We apply Panzar and Rosse (1987) H-statistic and evaluate the degree of bank competition by estimating the extent to which changes in input prices are reflected in revenues earned by banks. Subsequently, we link this measure of competitiveness to a number of structural indicators (HHI and CRn) to examine the structure-conduct-performance hypothesis, which assumes that a concentrated banking system can impair competition. The simple panel regression model was used to handle the empirical estimations.

findings reveal that the Indian banking system operates under competitive conditions and earns revenues as if under the monopolistic competition. We also find evidence that Indian banks are competitive, even under a concentrated market structure. This observation runs, in contrary, to the prediction of the structure–conduct–performance hypothesis. The findings also indicate the differences in the estimated H-statistic value after considering the misspecifications of the P–R model.

From policy perspectives, policymakers should focus more on maintaining an optimal level of bank competition by mitigating entry restrictions, exercising less consolidation and withdrawing overregulation from banking activities. A competitive banking industry ensures both efficiency and stability.

A competitive banking sector by lowering interest rates margin provides easier access to finance to both households and small and medium enterprises (SMEs).

This is the only study that addresses the misspecification of the P–R model while assessing competition in Indian banking and provides a thorough understanding of the role of concentration on bank competition.

Sustainable development has now been recognised as the pivot around which development activities should revolve. Banking is an important component in the same and adoption of sustainable banking practices by various banking institutions is a strong driver to achieve sustainable development. The purpose of this paper is to study the level of adoption of sustainable banking tools and the extent to which banking institutions practice the same in India. In addition, the banking institutions have been ranked and categorised on basis of their sustainable banking performance.

The proposed framework focuses on the environmental and social conduct of the banks, who address the issues of sustainability in Indian banking sector. As there is a difference in the economic standards of developed and developing countries, the review of literature helps to figure out the gap in specific frameworks for assessing sustainable banking practices in developing countries. Previous researchers have made an attempt to develop a general framework for assessing the sustainable banking efforts of the banking sector. These studies fall short of indicators on the social dimension of sustainability specifically in the context of less developed countries like India, the social dimensions are is equally a major thrust area along with environmental indicators. Content analysis technique has been used to evaluate sustainable banking performance of the banks and Mann–Whitney U test used to determine the differences in sustainable banking performance of the banks in India.

In Indian banking sector, the adoption of the international sustainability code of conduct is still in its nascent stage. The research indicates that sustainability issues which are of the highest priority for the banks are directly related to their business operations such as financial inclusion, financial literacy and energy efficiency, and banks are more focussed on addressing social dimension of sustainability in banking rather than important dimensions of sustainable banking, namely, environmental management, development of green products and services and sustainability reporting.

The application of the proposed framework reflects the status quo of sustainable banking in India. This study is useful for the banks and all the stakeholders in understanding more about the shortcomings in integrating sustainability issues in banking. Further, the present study also redresses the extant research dearth in the field of sustainable banking in the Indian context.

This is one of the first studies evaluating the sustainable banking performance of the Indian banking sector.

There is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Attempts to bridge this gap. Critically examines the banking industry in a developing nation – India. Investigates the discrepancies among the various groups of banks in India with respect to the total quality service (TQS) dimensions (from the perspective of the management). The results indicate that the three groups of banks in India seem to vary significantly. Identifies the dimensions that contribute most to discriminating between the groups. Also computes and analyses the total quality service indices with respect to the 12 dimensions for the three groups of banks and for the banking industry as a whole and in order to ascertain the level of TQS implementation in the Indian banking scene. Offers key insights on the criticality of the different TQS dimensions with respect to the banking sector in developing economies.

Purpose: The goal of this study is to delve into the causes behind the Fintech sector’s rise in various areas and its prospects. Fintech is rapidly expanding because of government legislation, multiple schemes, consumer expectations, a cashless economy, digitisation, globalisation, innovation, and other drivers.

Need for the Study: Fintech firms are forming alliances with traditional financial organisations to stay afloat and compete. India is becoming a superpower regarding e-startups, especially unicorns. Many startups are undergoing initial public offerings (IPOs). Fintech is an emerging space in India, spreading its wings rapidly in every sector.

Methodology: This work is based on a literature review. It utilises secondary data from numerous research publications, magazines, newspapers, published reports, relevant websites, Forbes magazine articles, stories from The Economic Times, the RBI Portal, and information from StartupIndia, Assocham, and Pwc, among others, to develop a conceptual framework showing the growth drivers of Fintech.

Findings: The whole world has been affected severely due to COVID-19. Crisis always comes with some opportunity, and it is up to us how to turn the calamities into opportunities that further turn into innovation that has the power to lead the world. Fintech is that fruit that had been born normally but grew abnormally (tremendous growth) during the pandemic. Also, the roots are so deeper that they will flourish more and more. It has been found that the emergence of a cashless economy, ease of internet connectivity, etc., are the major factors that paved the way for growth for Fintech in India.

Practical Implications: This study contains the conceptual framework which can guide the stakeholders, policymakers, management teams, field experts, etc., in knowing about their area expertise and looking for improvement, if any.

Originality: There are many papers on the relationship between Fintech and financial inclusion, but this is the first study that builds the conceptual framework for the growth drivers of Fintech.

Comparing conventional data envelopment analysis (DEA) model with contemporary Seiford and Zhu model, this study aims to evaluate the technical efficiency (TE) of Indian banks from 1998/99 to 2016/17 in the presence of non-performing loans (NPLs).

To examine TE, this study has considered a novel approach, i.e. linear monotone decreasing transformation as suggested by Seiford and Zhu (2002), which treats undesirable output as a desirable output in the framework of Charnes, Cooper and Rhodes (CCR)-based output-oriented DEA approach. In particular, to remove the biasness from the estimated efficiency scores, Simar Wilson (1998, Algorithm #1) has been applied, which is perhaps the first attempt in this kind of literature till now. This study further tries to investigate the notion of sigma and unconditional β-convergence in TE using two-step system generalized method of moments model in dynamic panel framework.

Treatment of NPLs using conventional DEA model misinterprets the TE scores, while a true picture emerges when the NPLs are correctly accounted as an undesirable output in banks’ loans production process. Efficiency has declined during the crisis years, but it recovered immediately after the crisis years in India. However, a sudden and steep deterioration in efficiency scores has been seen from 2013 till the most recent study period. Public sector banks and old private banks have reported higher average efficiency scores than new private banks (NPBs) and foreign banks (FBs) in India. However, FBs are the only commercial banks that maintained their efficiency levels during crisis years in India. This study also saw the persistence and presence of σ-convergence phenomena in TE for Indian banks, reflecting the ability to reach up to “Catch-up” phenomenon owing to the lower dispersion and persistence of convergence in TE by the Indian banks.

The actual efficiency score can only be estimated when the NPL will be considered as an undesirable output rather than a desirable output when designing the loan production process of banks. Although the ownership clusters of all commercial banks in India need to formulate stricter policies to increase the level of assets quality and efficiency, but, NPBs need to pay some more efforts in this direction. This study’s outcome has the potential to provide useful information for regulators and policymakers, which suggests that in which direction or in which clusters improvement are needed to raise the level of asset quality and technical efficiency in the coming years.

For a long time, there has been the existence of trade-offs between researchers, like which is the best model for accounting for NPLs? Traditional or contemporary? Thus, our study aims to add knowledge to the limited stock of NPL modelling in the efficiency literature. Dynamic convergence in TE scores in Indian banks has yet not to be tested, which is another novelty of the study.

Retail banking is mass market banking where individual customers use local branches of large commercial banks for services such as savings and checking accounts, mortgages, personal loans, car loans, debit cards, credit cards, insurance and other value added services. The purpose of this paper is to gain an understanding of the retail banking business processes from the perspective of continuity and change and identify the factors that affect these processes and overall performance of the retail banking sector. The aim was to develop a flexible framework for managing forces of continuity and change in retail banking business processes from a strategic perspective.

The data on which this study is based were generated through secondary research using published sources and primary research through focused discussion with industry experts and personal interviews with over 100 experts from leading banks selected using a structured questionnaire.

It was found that most of the public sector banks scored high on the continuity forces and relatively low on the change forces. Most of the private‐sector banks studied scored high on continuity and also high on change forces making them more competitive, except one bank which is low on both the forces because it is a newly established bank. The study suggests that there is a need for public sector banks to focus their strategies on factors affecting change forces for the improvement of their overall performance in the long run.

The paper brings in the need for social responsibility for private sector banks and a need for a fine balance in forces of continuity and change for a long‐term sustainable business model.

This research paper represents one of the few efforts to study the business process management of retail banking in India from a strategic perspective and come out with a flexible strategic framework for managing forces of continuity and change for guiding this sector for its long‐term survival and growth. The flexible framework suggested and the C‐C Matrix can be of interest to researchers and practising managers to validate the applicability for other sectors, such as financial services, insurance, corporate finance, mortgages, risk management and other domains. The framework suggested can be adapted for application in the global context.