Applicability of drive-thru banking facility for the new normal setup: a case of covid-19 pandamic in Sri Lanka

Abstract

Banks play an important role in economic growth and social welfare enhancement. However, the COVID-19 epidemic had an unanticipated significant impact on enterprises and organisations. Nonetheless, due to the crucial nature of their services, banks should continue to operate. As a result, to increase efficiency and profitability, the banking industry has embraced cutting-edge technology and access techniques. One of the most popular methods in the worldwide banking sector is drive-thru banking. However, in Sri Lanka, no particular emphasis has been paid to this type of facility, and there has been no adequate study on this topic addressing the applicability of drive-thru banking facility. A detailed literature analysis was conducted to review the concept and important components of drive-thru banking, as well as elements of the banking business globally and regarding to the Sri Lanka. Case studies and a survey were used to continue the study using the qualitative research approach. The study examined how each of the implementation factors, such as enablers, barriers, benefits, limitations, requirements, and customer perspectives on this facility, affected the applicability. Accordingly, certain factors such as high initial costs, supplier and maintenance constraints, carparking limitations, queue control, and accessibility need to be addressed. The study concludes that by considering these implementation variables, drive-thru banking can yield positive outcomes for both customers and bankers. The study recommends that banks in Sri Lanka explore the potential of drive-thru banking facilities and adopt them as a means of improving their services and meeting customer needs in a changing landscape.