Abstract: The customer-centric approach in payment banks has become a critical factor in enhancing service delivery and satisfaction in the digital financial landscape. This study employs the Multivariate Analysis of Variance (MANOVA) test to examine the influence of demographic variables such as gender, age, education, and occupation on customer perceptions of payment banks. Dependent variables included aspects like friendliness, security, privacy, technology advancement, and ease of transactions. Additionally, challenges in payment services were analyzed using Kendall’s W Test, and customer opinions in Sivaganga District were evaluated through the One-Sample Kolmogorov-Smirnov Test. The findings reveal significant insights into customer perceptions and barriers, providing actionable recommendations for payment banks to improve their services.
Keywords: Customer-centric, Payment banks, MANOVA, Kendall’s W Test, Kolmogorov-Smirnov Test, customer perception, financial services.
Title: Analyzing Customer Centric Strategies in the Payment Bank Sector: A Statistical Perspective
Author: Mr. V. Dinesh, Dr. R. Venkatesan, Dr E Saranya devi
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Vol. 13, Issue 2, October 2025 - March 2026
Page No: 525-533
Research Publish Journals
Website: www.researchpublish.com
Published Date: 25-February-2026
