Leveraging Digital Technologies: How Information Quality Leads to Localized Capabilities and Customer Service Performance

The Indian banking sector has undergone rapid transformation since 1991—the year India started a series of economic reforms. As part of the reforms, along with public sector banks, private sector banks started operations in the country. Due to the rapid reforms of the banking sector and the increased competition, Indian banks are now featured prominently on the global stage. Estimates indicate that 22 Indian banks are in the list of top-1000 banks and 5 of them feature in the list of top-500 banks (Singh 2007). BANK, the bank studied by us, is one of these top banks.