There are many possible reasons for this behavior:
- They have not enrolled for digital banking
- Their work is with a business banking account, for which it’s generally harder to get and riskier to use digital banking than with a personal banking account
- Their work is not supported by digital banking e.g. liquidation of an FD owned jointly between two or more people
- CX / UX of digital banking sucks
- They may be apprehensive that the device they use to access digital banking is not sufficiently protected from external security threats and may have a high risk of getting infected by malware. I’m hearing that banks are warning that there’s an increase in cyberattack activity of late, during the pandemic outbreak.
For years, I've appealed to banks to make digital banking more frictionless so that customers don't flock to branches. The need to avoid branch visits has acquired new meaning now. Hope banks take the opportunity to improve CX à la this retail bank. https://t.co/07VixTvQIY
— Ketharaman Swaminathan (@s_ketharaman) April 22, 2020
It’s difficult to give a definitive answer unless I know more about the context.
Talking of which, I’m curious to know how you know about the following assertions in your question:
- many people in India are still visiting bank branches
- many people in India are still visiting bank branches without even bothering about social distancing
If you saw this with your own eyes, then I hope you were out in the bank branch’s neighborhood for some essential work – AFAIK, visit to bank branch is also treated as essential work outside containment areas – and that you were yourself observing social distancing during your trip outside home.
If you came to know about this from the news, what reason(s) did the article / show give for this behavior?