A Study on Financial Inclusion through Digital Banking Services with Reference to India Post Payments Bank (IPPB)

Abstract

Financial inclusion has become an important objective of the Indian banking system, and digital banking plays a significant role in improving access to formal financial services. This study examines the role of digital banking services in promoting financial inclusion with reference to India Post Payments Bank (IPPB). The study aims to analyse customers' awareness, access, usage, and perception of the quality of IPPB's digital banking services and their relationship with financial inclusion. Primary data were collected from 70 IPPB customers using a structured questionnaire, while secondary data were obtained from books, journals, reports, and official websites. The collected data were analysed using percentage analysis, correlation analysis, regression analysis, and ANOVA. The findings reveal that most respondents were satisfied with IPPB's digital banking services, particularly regarding accessibility, ease of account opening, mobile banking, customer support, and Direct Benefit Transfer (DBT) services. The study also found positive relationships between access, usage, quality, and financial inclusion. However, the regression results indicate that these factors were not statistically significant within the selected sample. The study concludes that IPPB has made a positive contribution to financial inclusion by expanding digital banking services, especially in rural and underserved areas.