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Impact of Cyber Frauds on Digital Banking Services: A Study with Reference to India Post Payments Bank (IPPB)
Subject area: Management and Commerce · Area of research: Cyber Frauds on Digital Banking Services, IPPB
DOI: https://doi.org/10.64388/IREV10I3-1722704
Abstract
Digital banking has fundamentally transformed the way customers access financial services, and India Post Payments Bank (IPPB) has played a central role in extending this transformation to rural and semi-urban India through its vast postal network. However, the rising adoption of digital transactions has been accompanied by a corresponding rise in cyber-fraud incidents such as phishing, OTP swindles, identity theft, fake UPI requests and Aadhaar-enabled payment fraud, which pose a serious threat to the security and credibility of digital banking. This article examines the impact of cyber fraud on the digital banking services of IPPB, drawing on primary data collected from sixty customers and secondary data from journals, reports and official sources. The study analyses the common types of cyber fraud experienced by customers, evaluates their level of cyber-security awareness, and assesses how such fraud incidents influence customer trust, satisfaction and continued adoption of digital banking. The findings indicate that a majority of respondents have encountered suspicious communications and a considerable proportion have suffered financial loss, which has measurably eroded trust despite IPPB's existing security infrastructure. The study concludes that sustained customer education, stronger real-time fraud detection and more accessible grievance-redressal mechanisms are essential to safeguard customer confidence and support the sustainable growth of digital banking under IPPB.
Keywords
digital banking, cyber fraud, india post payments bank, customer trust, financial inclusion, cyber security awareness
References
[1] Kothari, C. R. (2019). Research Methodology: Methods and Techniques. New Age International Pvt. Ltd., New Delhi.
[2] Gupta, S. P. (2020). Statistical Methods. Sultan Chand and Sons Publishers, New Delhi.
[3] Indian Institute of Banking & Finance (IIBF). (2022). Digital Banking and Cyber Security. Macmillan Education.
[4] Khan, M. Y. (2020). Indian Financial System. McGraw Hill Education.
[5] India Post Payments Bank. (2023). Annual report 2022–23. Retrieved from https://www.ippbonline.com
[6] India Post Payments Bank. (2024). Annual report 2023–24. Retrieved from https://www.ippbonline.com
[7] Reserve Bank of India. (2023). Guidelines for payments banks. Retrieved from https://www.rbi.org.in
[8] Digital India. (2025). Digital India Programme. Retrieved from https://www.digitalindia.gov.in
[9] India Post. Official website. Retrieved from https://www.indiapost.gov.in
[10] National Payments Corporation of India (NPCI). Official website. Retrieved from https://www.npci.org.in
[11] Ministry of Communications, Government of India. Department of Telecommunications. Retrieved from https://dot.gov.in
[12] Press Information Bureau (PIB), Government of India. Retrieved from https://pib.gov.in
How to cite this paper
@article{1722704,
author = {Ranjitha M, Navya Mahadev Naik},
title = {Impact of Cyber Frauds on Digital Banking Services: A Study with Reference to India Post Payments Bank (IPPB)},
journal = {Iconic Research And Engineering Journals},
year = {2026},
volume = {10},
number = {3},
pages = {47-54},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1722704.pdf},
abstract = {Digital banking has fundamentally transformed the way customers access financial services, and India Post Payments Bank (IPPB) has played a central role in extending this transformation to rural and semi-urban India through its vast postal network. However, the rising adoption of digital transactions has been accompanied by a corresponding rise in cyber-fraud incidents such as phishing, OTP swindles, identity theft, fake UPI requests and Aadhaar-enabled payment fraud, which pose a serious threat to the security and credibility of digital banking. This article examines the impact of cyber fraud on the digital banking services of IPPB, drawing on primary data collected from sixty customers and secondary data from journals, reports and official sources. The study analyses the common types of cyber fraud experienced by customers, evaluates their level of cyber-security awareness, and assesses how such fraud incidents influence customer trust, satisfaction and continued adoption of digital banking. The findings indicate that a majority of respondents have encountered suspicious communications and a considerable proportion have suffered financial loss, which has measurably eroded trust despite IPPB's existing security infrastructure. The study concludes that sustained customer education, stronger real-time fraud detection and more accessible grievance-redressal mechanisms are essential to safeguard customer confidence and support the sustainable growth of digital banking under IPPB.},
keywords = {digital banking, cyber fraud, india post payments bank, customer trust, financial inclusion, cyber security awareness},
month = {September},
doi = {https://doi.org/10.64388/IREV10I3-1722704}
}