Title: Investigating change management as a novel digital wallet service innovation in banks: a case of Indian bank

Authors: Pooja Jain; Pankaj Singh; Ruchi Kushwaha

Addresses: Amity Business School, Amity University, Gwalior, India ' Institute of Business Management, GLA University, Mathura, India ' School of Studies in Management, Jiwaji University, Gwalior, India

Abstract: This case study research is focused on change management phenomenon in the form of a digital wallet service innovation in one of the leading private sector banks in India. This study focuses on the problem of service improvement in a private bank's financial service portfolio through the use of innovative digital services like digital wallets. The Bank's Managing Director, Mr. Puri revamped the traditional cash transaction system with new innovations and transformed banking services digitally by launching their bank's digital wallet, i.e., 'PayZapp'. Mr. Puri's main focus was to capture the market of mobile wallets so that people can start using their financial services more and more digit ally. The problem faced by the bank with this innovative system was how to make this app user-friendly for the customers and build the same trust again for the customers.

Keywords: strategic management; electronic finance; mobile-wallet; service innovations; change management; banks; India.

DOI: 10.1504/IJTCS.2025.143552

International Journal of Teaching and Case Studies, 2025 Vol.15 No.1, pp.67 - 81

Received: 11 Oct 2023
Accepted: 02 Mar 2024
Published online: 30 Dec 2024 *

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