Digital banking in Singapore

Due to the changing landscape technology has taken over many industries by storm, especially so within the financial hub of banking in Singapore where many new competitions are sprouting out to compete with banks directly and indirectly. There is a requirement for banks to improve their processes and enhance their user experience through digitization (I.E. Transforming to Digital Banks) in order to stay relevant. This research will look directly from the lens of consumers across a myriad range of factors on their preferences and rank their priorities on which component mattered the most to them individually. Post understanding consumers’ perspective against a given set of parameters, the research will therefore link these preferences against digital banking adoption and seek to find out from ground up what might be the missing links and impasses that might have stopped these consumers from transiting away from traditional banks to these newly formed digital services. Next, an open-ended analysis will be performed to pick up any additional gaps that might have formed but not captured in the initial parameters to substantiate the sentiments that consumers are currently having. Given that this research is predominantly quantitative in nature, the addition of the open-ended question analysis allows for a fuller picture from consumers as they are able to openly express their viewpoint. Hence, this mixed-method approach will pursue to also capture some qualitative aspect and enhance the research findings pertaining to digital banking adoption of consumers. Lastly, the discussions of the findings will present the viewpoint of the population sample which factors are predominantly more important than the others and also the gaps that would need to be addressed for consumers to cross over the hurdle towards digital banking. In turn, this research will not only provide a starting base for further research into this area within Singapore community but also actionable pointers for digital banks to incorporate into their firm’s strategic goals