ROLE OF EMPLOYEE IN OPTIMISING CUSTOMER SATISFACTION IN BANKING 5.0, A CASE OF NATIONALISED BANKS IN INDIA

Abstract

Business Model canvas in a strategic tool to evaluate the performance of a firm from different perspectives, especially, operations, marketing, cost and revenue creation and social purview. Twelve factors were identified and analysed the banking 5.0 from the perception of employees. This paper is analysing the appropriateness of using Business Model Canvas using expert opinion. Interview method is used to collect the information and a qualitative data is collected from the experts to advance with data collection tool.  The survey outcome shows that the employees are concerned on fall in employment in nationalised banks in core banking area, losing opportunity for those who have less or no digital skills.  Second observation is the challenged work life management and employee stress.

Key words: Business model canvas, employees, Banking 5.0, Digital technology