Effective Banking New

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Chapter: 1 Global E-Banking Scenario:

The banking industry is expected to be a leading player in e-business. While the banks in

developed countries are working primarily via Internet as non- branch banks, banks in the

developing countries use the Internet an information delivery tool improve relationship with

customers.

In early 2006, approximately 75 percent of e-business in the UK was concentrate in the

financial services sector and with the expected 10- fold increase of the British e-business

market by 2008, the share of the financial services will further increase. Around one fifth of

Finish and Swedish bank customers are banking online, while in the US. according to

UNCTAD online banking is growing at an annual rate of 60 percent and the numbers ofonline accounts are expected to reach 30 million 2012.

Banks have established an Internet presence with various objectives. Most of them are using

the Internet as a new distribution channel. Financial services, with the use of Internet, may

be offered in an equivalent quantity with lower costs to the more potential customers. There

may be contacts from each corner of the world at any time of day or night. This means that

banks may enlarge their market without opening new branches. The banks in the US are

using web to reach opportunities in three different categories: to market information, to

deliver banking products and services, and to improve customer relationship.

In Asia, the major factor restricting growth of e-banking security, in spite of several

countries being well connected via Internet. Access to high- quality e-banking products is an

issue as well. Majority of banks in Asia are just offering basic services compared with those

of developed countries. Still, e-banking seems to have a future in Asia. According to

McKinsey survey e-banking will succeed if the basic features, especially bill payment and

handled well. Bill payment was the most popular feature, cited by 40 percent of respondent

of the survey. However, providing this service would be difficult for banks in Asia because

it requires a high level of security and involves arranging transactions with a variety of

players.

In India, approximately one percent of high and middle- income group banking customers

conducted banking on the Internet in 2000 compared to 5 to 6 percent in Singapore and

South Korea. In 2001. a Reserve Bank of India survey revealed that more than 20 majorbanks were either offering e-banking services at various levels or planned to do so in the

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near future. Some of the private banks included ICICI Bank, HDFC Bank, AXIS Bank, IDBI

Bank, Citibank, and Bank of Punjab. In the same year, out of an estimated 0.9 million

Internet user base, approximately 17 percent were reported to be banking on the Internet.

The above statistics reveal that India does have a high growth potential for e-banking. Thebanks have already started focusing on increasing and improving their e-banking services.

As a part of this, the banks have begun to collaborate with various utility companies to

enable customers to perform various functions online.

In 2001, over 50 percent of the banks in the US were offering e-banking services. However,

large banks appeared to have a clear advantage over small banks in the range of services

they offered. Some banks in the US were targeting their Internet strategies towards business

customers. Apart from affecting the way customers received banking services; e-banking

was expected to influence the banking industry structure. The economics of e-banking was

expected to favour large banks because of economics of scale and scope, and the ability to

advertise heavily. Moreover, e-banking offered entry and expansion opportunities that small

banks traditionally lacked.

In Europe, the Internet is accelerating the reconfiguration of the banking industry into three

separate businesses: production, distribution, and advice. The reconfiguration is being

further driven by the Internet, due to the combined impact of:

The emergence of new, more focused business models.

New technological capabilities that reduces banking relationship and transaction costs.

High degree of uncertainty over the impact that new entrants will have on current business

models.

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1.1 Introduction of Bank:

A bank has been described as an institution engaged in accepting deposits and

granting loans. It is the institution which deals in money and credit. It can also be described

as an institution which borrows idle resources, makes fund available to those who need it

and helps in cheap remittance of money from one place to another. In the modern time term

bank is used in wider term. Now it does not refer only to particular place of lending and

depositing money but it also acts as an agent which looks after the various financial

problems of its customers.

1.2 History of Bank:

Banking in India originated in the last decades of the 18th century. The first banks

were The General Bank of India, which started in 1786, and Bank of Hindustan, which

started in 1790; both are now defunct. The oldest bank in existence in India is the State Bank

of India, which originated in the Bank of Calcutta in June 1806, which almost immediately

became the Bank of Bengal. This was one of the three presidency banks, the other two being

the Bank of Bombay and the Bank of Madras, all three of which were established under

charters from the British East India Company. For many years the Presidency banks acted as

quasi-central banks, as did their successors. The three banks merged in 1921 to form the

Imperial Bank of India, which, upon India's independence, became the India. The second

half of 19th century saw establishment of Bank of Baroda, Allahabad bank, and Punjab

National Bank. These banks were set up by merchants and traders to combined trading with

banking. These led to the series if failures of banks. The Dena bank is started in 1938. The

strengthening of banking system took place after the establishment of Reserve Bank of

India, 1939 as is empowers to regulate the banking money, inspection of mergers and

acquisition in terms of Banking Companies Act 1949 which later came to be known as

Banking Regulation Act 1949.

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1.3 Internet Banking:

Internet Bankinglets you handle many banking transactions via your personal computer. For

instance, you may use your computer to view your account balance, request transfers

between accounts, and pay bills electronically.

Internet banking system and method in which a personal computer is connected by a

network service provider directly to a host computer system of a bank such that customer

service requests can be processed automatically without need for intervention by customer

service representatives. The system is capable of distinguishing between those customer

service requests which are capable of automated fulfilment and those requests which require

handling by a customer service representative. The system is integrated with the host

computer system of the bank so that the remote banking customer can access other

automated services of the bank. The method of the invention includes the steps of inputting a

customer banking request from among a menu of banking requests at a remote personnel

computer; transmitting the banking requests to a host computer over a network; receiving

the request at the host computer; identifying the type of customer banking request received;

automatic logging of the service request, comparing the received request to a stored table of

request types, each of the request types having an attribute to indicate whether the request

type is capable of being fulfilled by a customer service representative or by an automated

system; and, depending upon the attribute, directing the request either to a queue for

handling by a customer service representative or to a queue for processing by an automated

system.

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1.4 E-Banking Meaning:

Internet banking refers to systems that enable bank customers to access accounts and

general information on bank products and services through a personal computer (PC) or

other intelligent device.

Electronic banking, also known as electronic funds transfer (EFT), is simply the use of

electronic means to transfer funds directly from one account to another, rather than by

Cheque or cash. You can use electronic funds transfer to:

Have your pay cheque deposited directly into your bank or credit union

checking account.

Withdraw money from your checking account from an ATM machine with a

personal identification number (PIN), at your convenience, day or night.

Instruct your bank or credit union to automatically pay certain monthly bills

from your account, such as your auto loan or your mortgage payment.

Have the bank or credit union transfer funds each month from your checking

account to your mutual fund account.

Have your government social security benefits check or your tax refund

deposited directly into your checking account.

Buy groceries, gasoline and other purchases at the point-of sale, using a

check card rather than cash, credit or a personal check.

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Use a smart card with a prepaid amount of money embedded in it for use

instead of cash at a pay phone, expressway road toll, or on college campuses

at the library's photocopy machine or bookstores.

Use your computer and personal finance software to coordinate your total

personal financial management process, integrating data and activities related

to your income, spending, saving, investing, recordkeeping, bill-paying and

taxes, along with basic financial analysis and decision making.

Indian E-banking Scenario

As per the international report the banking transactions on a brick and mortar banking costs

around $ 1.1, while through ATM it costs around $0.27 and just 1 percent of over the

counter banking in case of Internet banking. Statistics such as these have woken the Indian

Banking Industry. Thus, the Indian banking systems is seeing fabulous change in the quality

of service provided by them. Technology is the root of this change, which is implemented by

the banks to win more business from customers.

Almost all the private sector banks are moving towards e-enabling their existing products,

ICICI Bank and HDFC Bank have taken a lead in introducing e-banking in India.

Internet banking starts from migrating existing products to the net. This started initially with

simple functions such as getting information about interest rates, checking account balances

and computing loan eligibility. Then the services were extended to online bill payment,

transfer of funds between accounts and cash management services for corporate.

Recently, banks started setting up payment gateways for B2B and B2C transactions. This is

to facilitate payment for e-commerce transactions by directly debiting bank accounts or

through credit cards. Banks can earn a commission based income, on the transactions or sale

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value resulting in higher other income. This could be more than the revenues they can

generate from credit card transactions.

Private sector banks have leveraged the Internet effectively in taking away the customers

from public sector banks and significantly increased their revenue potential. Internet banking

is just one manifestation of these banks technological capabilities.

They have a complete automation, an electronic customer database, real time transaction

processing capabilities and the latest technology platforms. Management of these banks is

very focused in using technology as a key competitive tool. The capability of the

management is also visible in terms of their profitability. Among the private sector banks

have excellent returns on equity compared to their peers in the industry.

These banks commenced operations few years and have negligible excess in terms of

branches and employees. Therefore unlike most other banks around the world, e-banking is

not an added cost for them. In fact it is expected to contribute significantly to their revenues

and profits in years to come.

The distribution of banking business in India is highly skewed both geographically and in

terms of customer segment. Geographically the top 100 contry account for around 70

percent of the loans disbursed, key focus on the asset side is the corporate sector. This

segment accounts for a high share of profits of banks and is likely to be an early adapter to

the Internet. On the liability side internet banking is expected to boost customer acquisition

and profitability significantly in the top corporate segment and in the urban high/middle

income retail segments.

Those banks which have already started e-banking will have to continuously update their

services to retain the potential customers since any customers is just a click away from a

competitor elsewhere. Also, one cannot afford to depend only on Internet banking; brick and

mortar will continue to play an important role. Which are yet to begin are ignoring the

potential customers by remaining away from the latest technology.

1.5 Features of E-Banking:

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Checking with no monthly charges, free bill payment and rebates on ATM

surcharges.

Credit cards with low rates.

Easy online application for all accounts, including personal loans and mortgage loan.

24 hour account access.

It provides Quality customer service with personal security.

It provides the quick services to their customers.

Enables transfer of funds from one place to another (banks).

Enable foreign exchange operation.

Inter-bank applications like settlement of funds between other banks.

Provides facility likes Mobaile Banking, ATM, Online banking.

Transfer of funds between accounts.

It brings efficiency in CRM (Customer relationship Management).

Make Payment of bills.

Introduce new & innovative product &service.

View balance and statements.

Bring door to door services.

Create, view and maintain Standing Orders.

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1.6Benefits of E-Banking:

For Banks:

Price:

In the long run a bank can save on money by not paying for tellers or for managing

branches. Plus, it's cheaper to make transactions over the Internet.

Customer Base:

The Internet allows banks to reach a whole new market- and a well off one toobecause there are no geographic boundaries with the Internet. The Internet also provides a

level playing field for small banks who want to add to their customer base.

Efficiency:

Banks can become more efficient than they already are by providing Internet access

for their customers and the Internet provides the bank with an almost paper less system.

Customer Service and Satisfaction:

Banking on the Internet not only allows the customer to have a full range of services

available to them but it also allows them some services not offered at any of the branches.

The person does not have to goes to a branch where that service may or may not be offer. A

person can print of information, forms & applications via the Internet and be able to search

for information efficiently instead of waiting in line and asking a teller With more better and

faster options a bank will surely be able to create better customer relations and satisfaction.

Image:

A bank seems more state of the art to a customer if they offer Internet access. A person

may not want to use Internet banking but having the service available gives a person the

feeling that their bank is on the cutting image.

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For Customers:

Bill Pay:

Bill Pay is a service offered through Internet banking that allows the customer to set

up bill payments to anyone. Customer can select the person or company whom he wants to

Bill Pay and make a paymentwill withdraw the money from his account and send the paper

check on an electronic payment.

Other Important Facilities:

E- Banking gives customer the control over nearly every aspect of managing his bank

accounts. Besides the Customers can, Buy and Sell Securities, Check Stock Market

Information, Check Currency Rates, Check Balances, See which checks are cleared snd

Transfer Money, View Transaction History and avoid going to an actual bank. The best

benefit is that Internet banking is not any charge. At many banks the customer doesn't have

to maintain a required minimum balance. The second big benefit is better interest rates for

the customer.

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1.7Advantages of Online Banking:

Convenience: Unlike your corner bank, online banking sites never close; they're

available 24 hours and seven days a week and they're only a mouse click away.

Ubiquity: If you're out of state or even out of the country when a money problem

arises, you can log on instantly to your online bank and take care of business,

24/7 day.

Transaction speed: Online bank sites generally execute and confirm

transactions at or quicker than ATM processing speeds.

Efficiency: You can access and manage all of your bank accounts, including

IRAs, CDs, even securities, from one secure site.

Effectiveness: Many online banking sites now offer sophisticated tools,

including account aggregation, stock quotes, rate alerts and portfolio managing

programs to help you manage all of your assets more effectively. Most are also

compatible with money managing programs such as Quicken and Microsoft

Money.

Time saving: Lot of precious time saved because of online banking, as

transaction is carried out in seconds.

Since every things computerized, we save all the paper work and save the trouble

of maintaining physically records. There is nothing manual hence the records are

perfect and accurate.

Banks also provide balance alerts if your balance reduces.

There are no extra charges for use of internet banking.

The customer can be offered more services through internet banking.

The internet banking cost less.

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With the ability to view your account at any time, it is easier to catch fraudulent

activity in your account before much damage is done.

1.8 Disadvantages of Online Banking:

Start-up may take time: In order to register for your bank's online program, you

will probably have to provide ID and sign a form at a bank branch. If, you and your

spouse wish to view and manage your assets together online one of you may have to

sign a durable power of attorney before the bank will display all of your holdings

together.

Learning curve: Banking sites can be difficult to navigate at first. Plan to invest

some time and/or read the tutorials in order to become comfortable in your virtual

lobby.

Bank site changes: Even the largest banks periodically upgrade their online

programs, adding new features in unfamiliar places. In some cases, you may have to

re-enter account information.

The trust thing: For many people, the biggest hurdle to online banking is learning to

trust it. Did my transaction go through? Did I push the transfer button once or twice?

Best bet: always print the transaction receipt and keep it with your bank records until

it shows up on your personal site and/or your bank statement.

Security: Security is by far the biggest concern surrounding internet banks, with

consumer worrying that hackers will get into their account and spend their money.

Accessibility: You might find it difficult to get on to the internet at certain times of

day weekday evenings are more popular.

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Consumer groups have asked the bank to provide a guarantee, similar to direct debit

guarantee, promising to return any funds straight away and investigate afterwards. So

far banks have refused, raising suspicions that they dont trust their own security

systems.

The speed with which you access your account will also depend on the amount of

memory your computer has or the speed of modem.

Banks may need to shut down its website from time to time for maintenance.

You will also need to have relevant operating system for the use of e banking.

However, banks may update the browser they use time to time, which means you

will have to update as well if you wont to access your account.

1.9 Different Forms of E Banking:

1.9.1 NET BANKING:

Net banking refers to an application of the Internet that allows customers to can dial

into bank networks or their websites and using their own telephones,computers and to get a

host of banking services directly on their home or office PCs ans Leptops.

Net banking offers you armchair convenience and access to your account information fromanywhere in the world at any time of the day or night. That means, as long as you have a

computer, a modem, a phone line and an Internet account, you don't need to worry about

bank holidays or taking time out to go to the bank or standing in long queues for a simple

transaction. You can access most of the bank's services from the comfort of your home

and office.

Features:

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Balance Inquiry.

Statement Request.

Bill Payment.

Cheque Book Request.

Fixed Deposit Inquiry.

Fund Transfer.

Customer support.

Online Purchase.

Request a Demand Draft.

1.9.2 AUTOMATED TELLER MACHINES (ATM):

An unattended electronic machine in a public place, connected to a data system and

related equipment and activated by a bank customer to obtain cash withdrawals and other

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banking services. Also called automatic teller machine, cash machine; also called money

machine.

An automated teller machine or automatic teller machine (ATM) is an electronic

computerized telecommunications device that allows a financial institution's customers to

directly use a secure method of communication to access their bank accounts, order or make

cash withdrawals (or cash advances using a credit card) and check their account balances

without the need for a human bank teller (or cashier in the UK). Many ATMs also allow

people to deposit cash or cheques, transfer money between their bank accounts, top up their

mobile phones' pre-paid accounts or even buy postage stamps.

On most modern ATMs, the customer identifies him or herself by inserting a plastic cardwith a magnetic stripe or a plastic smartcard with a chip that contains his or her account

number.

The customer then verifies their identity by entering a passcode, often referred to as a PIN

(Personal Identification Number) of four or more digits. Upon successful entry of the PIN,

the customer may perform a transaction.

If the number is entered incorrectly several times in a row (usually three attempts per cardinsertion), some ATMs will attempt retain the card as a security precaution to prevent an

unauthorized user from discovering the PIN by guesswork. Captured cards are often

destroyed if the ATM owner is not the card issuing bank, as noncustomer's identities cannot

be reliably confirmed.

The Indian market today has approximately more than 19,500 ATMs.

1.9.3 TELE BANKING:

Undertaking a host of banking related services including financial transactions from

the convenience of customers chosen place anywhere across the GLOBE and any time of

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date and night has now been made possible by introducing on-line Tele.banking services. By

dealing the given Tele.banking number through a landline or a mobile from anywhere, the

customer can access his account and by following the user-friendly menu, entire banking can

be done through Interactive Voice Response (IVR) system. With sufficient numbers ofhunting lines made available, customer call will hardly fail. The system is bi-lingual and has

following facilities offered.

Features:

Automatic balance voice out for the default account.

Balance inquiry and transaction inquiry of all term deposit accounts.

Statement of accounts by Fax, e-mail or ordinary mail.

Cheque book request.

Stop payment which is on-line and instantaneous.

Transfer of funds with CBS which is automatic and instantaneous.

Utility Bill Payment.

Renewal of term deposit which is automatic and instantaneous.

1.9.4 DEBIT CARD:

A debit card (also known as a bank card orcheck card) is a plastic card that

provides the cardholder electronic access to his or her bank account(s) at a financial

institution. Some cards have a stored value with which a payment is made, while most relay

a message to the cardholder's bank to withdraw funds from a designated account in favor of

the payee's designated bank account. The card can be used as an alternative payment method

to cash when making purchases. In some cases, the cards are designed exclusively for use on

the Internet, and so there is no physical card.

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In many countries the use of debit cards has become so widespread that their volume of use

has overtaken or entirely replaced the check and, in some instances, cash transactions.

Like credit cards, debit cards are used widely for telephone and Internet purchases.

However, unlike credit cards, the funds paid using a debit card are transferred immediately

from the bearer's bank account, instead of having the bearer pay back the money at a later

date.

Debit cards usually also allow for instant withdrawal of cash, acting as the ATM card for

withdrawing cash and as a check guarantee card. Merchants may also offer cash

back facilities to customers, where a customer can withdraw cash along with their purchase.

1.9.5 CREDIT CARD:

A credit card is a small plastic card issued to users as a system of payment. It allows

its holder to buy goods and services based on the holder's promise to pay for these goods and

services. The issuer of the card creates a revolving account and grants a line of credit to

the consumer (or the user) from which the user can borrow money for payment to

a merchant or as a cash advance to the user.

A credit card is different from a charge card a charge card requires the balance to be paid in

full each month. In contrast, credit cards allow the consumers a continuing balance of debt,

subject to interest being charged. A credit card also differs from a cash card, which can be

used like currency by the owner of the card. Most of credit cards are issued by banks.

Features:

Cash Withdrawal

Balance Inquiry

Mini Statement

Purchase

Cheque Book Request

Bill Payment

Product Information

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Statement Request

1.9.6 E-CHEQUE:

An e-Cheque is the electronic version or representation of paper Cheque.

The Information and Legal Framework on the E-Cheque is the same as that of the

paper cheques.

It can now be used in place of paper cheques to do any and all remote transactions.

An E-Cheque work the same way a Cheque, the Cheque writer "writes" the e-Cheque

using one of many types of electronic devices and "gives" the e-Cheque to the payee

electronically. The payee "deposits" the Electronic Cheque receives credit and the

payee's bank "clears" the e-Cheque to the paying bank. The paying bank validates the

e-Cheque and then "charges" the check writer's account for the check.

1.9.7 MOBILE BANKING:

Electronic banking is one of the most success full and popular business to consumer

applications in electronic commerce (EC).

Banks greatly support this not only because they could meet their customers need for

convenience but also because of the enormous economic impacts in replacing a high-cost

channel (bank clerks) through a low-cost channel (a central web server) for simpletransactions with the additional benefit of eliminating the necessity for a media conversion.

Since users considered their mobile phone as a personal trusted device making it to an

integral part of their lives and more and more of these devices became Internet- enabled, the

regular conclusion was the transformation of banking applications to mobile devices as the

next step of electronic banking development.

For mobile banking, the advantages even go much further than for electronic banking. The

high penetration of mobile phones reaches all social levels mobile applications disband the

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limitations of electronic banking as they allow for a use anytime-anywhere and the

subjective and objective security of the device is higher than that of a personal computer.

Despite all of this, more than four years after the start of the first mobile banking

applications customers simply do not use them and utilization figures stay very far behind allexpectations. Mobile banking as an established channel still seems to be a distant prospect.

The reasons for this great disappointment are to be analyzed. Doing so in the following

sections, we do not intend to start with current applications (which could mean biased) but

from scratch, with an analysis of the customer requirements to such applications.

Customer requirements for Mobile banking applications:

Technical requirements:

Usage is possible with both kinds of devices.

Adaptation to device.

Usage regardless of network operator.

Small amount of transmitted data.

Usability requirements:

Possibility to work offline.

Simple data input method.

Resumption of usage at the same point.

One-Click-Request.

Design requirements:

Possibility to personalize the application.

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Possibility to scale the application.

Announcement of events.

Wide range of functionality.

Security requirements:

Encrypted data transmission.

Authorization of access.

Simple Authorization.

CHAPTER: 2 LITRETURE REVIEW

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Authors Setting(s

)/

Country

Study samples Instruments Analysis Key findings

Proenca

&

Rodrigue

s (2007)

Portugal Users and non-usersOf self-servicetechnologies (ssts)in bankingservices.

Questionnaireused scales

Hypotheses testing

The results show thatPortuguese users of SST

banking services are likelyto be young to Middle-aged individuals, withmedium to high levels of

education.

Tao

Zhou

(2011)

China Users of themobile banking

Questionnaire &Structuralequation modeling(SEM) technology

FactorCorrelationcoefficients &confirmatory

factoranalysis(CFA)

The results indicate thatstructural assurance andinformation quality areThe main factors affectinginitial trust, whereasinformation quality andsystem quality

Significantly affectperceived usefulness.

Moham

mad

Ahmad

Al-

Hawari

(2010)

UnitedArabEmirates

Conveniencesample of peoplewho had alreadyused differentautomated

banking services.

Measuring fivefactors(dimensions) ofAutomatedservice quality

Confirmatoryfactoranalysis(CFA) &

Hypotheses testing

Most of the automatedfactors have no directrelationship with customercommitment, But anindirect one through

customer trust and delight.

Ayo &

C.K

(2010)

Nigeria People usingdifferent e

banking servicesin the southern

part

Survey researchstrategy throughfive point likertscale

Hypothesestesting,Reliability &Correlationanalysis

Perceived ease of use andperceived usefulness arenot Only antecedent to e-

banking acceptance, theyare also Factors to retaincustomers to the use of e-

banking System such asorganizational reputation,

perceived risk And trust.

Ganguli

& Roy

(2010)

India Under graduatestudent of auniversity of theUSA

OnlineQuestionnaire

Confirmatoryfactoranalysis(CFA) &Hypotheses testing

Technology usageeasiness And reliabilityand technologyconvenience are affectingcustomer loyaltySignificantly and

positively

Joshua

& Koshy

(2011)

India Customers of Some of theleading banks in

India who areresiding in theselected metros.

Survey researchusing a self-completion

Questionnaire

Hypotheses testing

From the respondents100% were using ATMs,68.2% were using internet

banking services, 32.9%were using Tele-bankingservices and 27.1% wereusing mobile bankingservices.

Masocha

, Chiliya

&

SouthAfrica

Rural customersusing Bankingservices

Conveniencesampling methodusin five likert

STATISTICA,Microsof

The result shows that onAverage most customers

refer bankin throu h


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CHAPTER: 3 OBJECTIVES OF THE STUDY

When any research is conducted it has some primary objective, that helps to solve the main

problem where as a secondary objective helps to solve peripheral problems. Theprimary and secondary objectives of this research are:

Primary Objective:

The primary objective of carrying out this research is To study and analyze the

perception of bank customers regarding e-banking services of Indian

Private Banks and to find out the effectiveness of E-Banking channels.

Secondary Objective:

To find out most effective E-Banking channel.

To find out which services are used most frequently.

To find out if any customers are facing any common difficulty in using any of the

E-Banking channel.

To suggest some remedial measures to improve e-banking services.

BENEFITS OF STUDY

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The study carried out under the title of To study and analyze the perception of bank

customers regarding e-banking services of Indian Private Banks and to find out the

effectiveness of E-Banking channels will give benefits as under:

Bank will be able to know what are the problems faced by customers while using a

particular e-channels.

The study will be helpful to Banks to implement some suggestions given by the

customers to make them aware about e-channels.

CHAPTER: 4 RESEARCH METHODOLOGY

RESEARCH DESIGN

For this research Descriptive has been used. To get the answers of what, when, how, how

many, the study is to be carried out which is descriptive in nature. Here, we have to find out

the customer perception of E-banking services of Indian Private Banks. This Research is

related to descriptive type because the customers perception, knowledge, about services canbe judge through this type of research.

SAMPLE DESIGN

Sampling design requires taking decisions related to target population, sampling frame,

sample size and sampling method. These are described below:

TARGET POPULATION

The sampling frame is closely related to the population so that used convenience sampling

frame. Only those customers are included on my research study that who having a bank

account and using E- Banking services.

SAMPLING FRAME

The sampling frame is closely related to the population. It is the list of elements form that

the sample is actually drawn. In my case sampling frame will be private banks customers

like, HDFC Bank, ICICI Bank and other bank customers.

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SAMPLE SIZE

Sample size is number of elements to be studied out of sampling frame. In our research

sample size is 150

DATA COLLECTION TOOLS

Once the research design and sample design has been decided the next stage is that of

selecting source of a data. Essentially, there are two type of source of data i.e. primary data

and secondary data. For our research the best-suited method is primary data collection.

Primary data collection:

The primary data are those data that are collected for the first time, and thus happen to be

original in character.

To know investors attitude requires meeting them and asking questions. And so, the best

suitable instrument for data collection is questionnaire. The main source of data for this

research is questionnaire.

Secondary data collection:

The secondary data collected from the various Internet websites and book of banking

industry.

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CHAPTER 5: DATA ANALYSIS & INTERPRETATION

Respondents Profile Based on Demographic Variables

(1) Analysis of Gender:-

Analysis:-

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Category Total

Male 113

Female 37


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The graph shows information about the category of male and female of the 150

respondents. There is 75%respondents who are male, while 25% respondents are female

included in these Data.

Interpretation:-

Majority of our respondents are male.

(2)Analysis of age:-

26 | P a g e

Age Total

Below 25 58

26-35 52

36-55 22

Above 55 18


27/70

Analysis:-

The graph shows information about the age of the 150 respondents. There is a 38%customer whose age is in a range of below 25 and 35% customers whose age is in a range of

26-35. While 15% customers fall in range of 36-55 and only 12% customers belonged to

above 55 age group.

Interpretation:-

Majority of my respondents represent youth whose age range from below 25 years.

(3) Analysis of occupation:-

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Analysis:-

The graph shows information about the occupation of the 150 respondents. There is

31%respondents who are students, 26% respondents are businessmen. While 35% are doing

job in company, 2% respondents are worker. There is 6% housewife also included in these

Data.

Interpretation:-

Majority of my respondents are educated (such as students) as well as well salted

people (business men) who have their own business as well as doing job in company

(service).

(4) Analysis of income:-

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Category Total

Service 52

Business 39

Student 47

Housewife 9

Worker 3


29/70

Analysis:-

The graph shows information about the income level of the 150 respondents. There

are 18% respondents whose income is zero. 21% respondents whose income is between

10000 -100000. While 38% respondents income is between100001 - 300000 .while only

17% respondents income is between 300001-500000 and only 6% respondents income isabove 500001.

Interpretation:-

Majority of my respondents are students, businessmen, and serviced people. Because

of being students, in which majority students have income is zero so some students fall in nil

categories. While because of being some businessmen and people with job in company fall

in 100001 to 300000.on the other hand people whose income is above 500000 is only 6%

who are big businessmen.

(5) Analysis of Accounts in bank:-

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Category Total

10000-100000 32

100001-300000 56

300001-500000 25

Above 500001 09

Nil 28


30/70

Analysis:-

The graph shows information about the types of bank account of the 150

respondents. There is 61% respondents have a saving a/c,22% respondents have a current a/c

while 17% respondents have a other a/c such as salary a/c.

Interpretation:-

Majority of my respondents have a saving a/c and current a/c in bank which use in

their banking transition.

DATA ANALYSIS

(1) People who have a bank a/c.

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Types Total

Saving 90

Current 34

Other 26


31/70

Analysis:-

The graph shows information about the bank account of the 150 respondents. There is

100% respondents have a Banking a/c.

Interpretation:-

All of respondents have a Bank Account. Because todays, in 21 st century banking

industry is growing at lightning speed. So most of people use a banking service for the

purpose of various transactions with bank.

31 | P a g e

Responses Total

Yes 150

No 0


32/70

(2) People using E-banking Service.

Analysis:-

The graph shows information about 150 respondents who is using e-banking service.

There are 100% respondents using e- Banking service.

Interpretation:-

All of respondents are using e-banking channel because in present scenario time is very

important factor so the purpose the saving of the time people most prefer e-banking service

for the transaction of banking and also bank provide free e-banking service. And also very

simple process to start e-banking service such as ATM card.

32 | P a g e

Responses Total

Yes 150

No 0


33/70

(3) Awareness of the respondent about different e-banking service.

Analysis:-

The graph shows information about the awareness of the resonance about different e-

banking services by providing banking sector. In which 101 resonance are aware of the

tele.banking, 104 aware of the net banking, 120 aware of the mobile banking and all most

respondance are aware about debit/credit card.

Interpretation:-

33 | P a g e

Services Total

Tele-banking 101

Net Banking 104

Mobile Banking 120

Debit/Credit Card 150


34/70

Most of the Respondance is aware about all the e-banking service but people have

more awareness of the debit/ credit card as comper to other e-banking service.

(4) Customer using various e-banking channels.

34 | P a g e

Services Total

Tele.banking 58

Net Banking 50

Mobile Banking 78



35/70

Analysis:-

The graph shows information about the customers who using various e-banking channel

from banking sector in which, 58 respondance using tele-banking, 50 using Net banking ,78

using mobile banking and most of the people using Debit/Credit card for the banking

transaction.

Interpretation:-

Respondance are using different e-banking channel but people are most convenient

for the using debit/credit card services. Because debit/credit card services easily available at

anywhere and also low time consuming as well as lost cost. So people use this service as

compare to other e-banking service.

(5) Customer use tele-banking for different purpose.

35 | P a g e

Services Total

Balance Inquiry 57

Statement request 25

Loss Cheque Book 33

Stop cheque Payment 49

Product information 25

Bill payment 16


36/70

Analysis:-

The graph shows information about the customers who using tale. Banking service for

various purposes. Out of 101 respondance who are aware to the tele.banking, only 58 using

tele.banking for the various purpose in which 57 respondance use tale. Banking for balance

inquiry, 25 use for statement request, 33 use for the loss cheque book, 49 use for the stop

cheque payment, 25 use for the product information and 16 use for the bill payment.

Interpretation:-

Tele banking is one of the most important e banking channel which is useful for different

purposes, but customers prefer e banking channel for stop check payment and balance

enquiry mostly.

(6) Customer use debit/credit card for different purpose.

36 | P a g e

Services Total

Cash withdrawal 150

Balance enquiry 120

Check book request 0

Purchase 98

Mini statement 40

Bill payment 54


37/70

Analysis:-

The graph shows information about the customers who using debits credit card service

for various purposes. Out of 150 respondance who are aware to the debit credit card

services, all people using debit credit card service for the various purpose in which 150

respondance use debit credit card service for Cash withdrawal, 120 use for balance inquiry,

98 use for purchase of goods and services, 40 use for the Mini statement,and 54 people use

debit credit card services for Bill payment.

Interpretation:-

Debit/credit card services is one of the most important e banking channel which is

useful for different purposes, but customers prefer this e banking channel for Cash

withdrawal, Balance enquiry, purchase, and Bill payment mostly.

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(7) Customer use net banking for different purpose.

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Analysis:-

39 | P a g e

Services Total

Balance inquiry 150

Statement request 150

Check book request 14

Online purchase 59

Bill payment 107

FD Inquiry 14

Funds Transfer 47


40/70

The graph shows information about the customers who using Net banking service for

various purposes. Out of 104 respondance who are aware to the Net banking services, only

108 people using Net banking service for the various purpose in which 150 respondance use

Net banking service Balance enquiry, 150 use for Statement request, 14 use for Check bookrequest 59 use for the Online purchase, and 107 people use for Bill payment, 14 use for FD

Inquiry, and 47 people use net banking for Funds Transfer.

Interpretation:-

Now days Net banking services is one of the most useful service for the customers.

Generally customers use net banking for balance inquiry, statement request. Also net

banking is the important tools for online purchase in present scenario as well as for bill

payments

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(8) Most preferable e- banking channel.

41 | P a g e

Services Total

Tele.banking 5

Net Banking 30

Mobile Banking 40



42/70

Analysis:-

The graph shows information about the most preferable channel as per the view point

of customers. in which 50%customers prefer debit credit card as a most convenient channel

further 20% customer prefer Net banking as useful channel for the banking transaction and

27% customer prefer mobile banking and only 3% customer prefer tele-banking.

Interpretation:-

Majority customer like use of debit/credit card as compare to other services also net

banking is good service for view point of some customer.

(9) Banking transaction place.

42 | P a g e

Place Total

Bank premises 98

E-banking 52


43/70

Analysis:-

The graph shows information about the transaction place of the customer for daily

transaction. Out of 150 respondance 98 prefer to make a transaction in Bank and other 52

respondance to make transaction through e- banking services.

Interpretation:-

Banks provide good and accurate service and also give a proper guide line for the

various transactions so all most people prefer to make a transaction with bank but also some

prefer e-banking service.

(10) Difficulty faces in e-banking channel.

43 | P a g e

Difficulty Total

Technical 80

Time consuming 31

None 39


44/70

Analysis:-

The graph shows information about the customer face difficulty in doing banking

transaction through e-banking channel. 53% respondance face the problem of Technical ,

21% respondance face the problem with time consuming While remaining 26% respondance

have not face any problem in use of e-banking Service.

Interpretation:-

E-banking channel is based on technology so some technical problem is accrued

while they using of this service so customer face this problem mostly as compare to other

problem.

(11) Hidden charge for using e-banking.

44 | P a g e

Respondance Total

Yes 114

no 36


45/70

Analysis:-

The graph shows information about the customer face some hidden cost while using

of e-banking service for transaction. As per the view point of the customer out of 150

respondance 114 says that there is hidden charge for using e-banking Service While out of

150 respondance 36 respondance disagree with this statement.

Interpretation:-

Generally people believe that e-banking service have some hidden charges for using

e-services. Like use of other banks ATM.

(12) E-Banking is Risky.

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Respondance Total

Yes 107

no 43


46/70

Analysis:-

The graph shows information about the customers view point of riskiness of e-

banking service.71% respondance says that use of e-banking channel is very risky while

29% respondance says that it is not risky.

Interpretation:-

There is many risk is related use of e-banking channel. So base on this problem somecustomers are not using this service.

(13) Easy available E-banking anywhere.

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Analysis:-

The graph shows information about the availability of e-banking service. 110

respondance says that e-banking channel is easily available from anywhere while 40

respondance disagree with this statement.

Interpretation:-

E-banking channel require some technical tools such as computer, high speed internet

etc. so this facility is easily available at anywhere.

47 | P a g e

Respondance Total

Yes 110

No 40


48/70

(14) Higher charge for using E-banking.

Analysis:-

The graph shows information about the higher charges for using different channel of

e-banking service. As per the respondance, out of 150 respondance 122 respondance says

48 | P a g e

Services Total

Credit Card 122

Mobile Banking 4

Debit Card 3

Tele.banking 11

Net Banking 19


49/70

that credit card is very costly service of e-banking channel and mobile banking, debit card,

tele.banking or net banking are less charges to comper with credit card.

Interpretation:-

As per the banking criteria the interest rate is very high to use of the credit card. So

customers believe that credit card is very costly to use.

(15) Use of E-Banking channel Easy.

49 | P a g e

Services Total

Strong Disagree 34

Disagree 67

Neutral 19

Agree 16

Strong Agree 14


50/70

Analysis:-

The graph shows information about the use of e-banking service is easy to use. As

per the respondance, in which 67% respondance says that use of e-banking channel is not

easy and 20% respondance says that use of e-banking channel is easy.

Interpretation:-

Use of e-banking channel requires a lot of knowledge such as a technical knowledge

so everyone can not use this service. so use of this service is not easy& simple.

(16) Net banking s page show information efficiently.

50 | P a g e

Services Total

Strong Disagree 25

Disagree 61

Neutral 14

Agree 33

Strong Agree 17


51/70

Analysis:-

The graph shows information about the quality of the page of net banking service.

As per the respondance, in which 58% respondance says that page of net banking does not

show efficient information while 33% respondance says that the page give the efficient

information.

Interpretation:-

Generally net banking is use for the various purpose so in page of net banking thereis so many option is available in only on one page so customer is very confuse to use it.

(17) Net banking page is well prepare & organized.

51 | P a g e

Services Total

Strong Disagree 25

Disagree 62

Neutral 13

Agree 33

Strong Agree 17


52/70

Analysis:-

The graph shows information about the quality of the page of net banking service.

As per the respondance, in which 58% respondance says that page of net banking does not

show efficient information while 33% respondance says that the page give the efficient

information.

Interpretation:-

Generally net banking is use for the various purposes but customer face the many

problems through the page of net banking so net banking page must be well prepaid by the

organizations.

(18) Bank information secures & protected this site.

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Analysis:-

The graph shows information about the transaction information is secure & protected

by the website. As per the respondance, in which 79 respondance says that information does

not secured & protected by websites while 38 respondance says that the information secured

& protected by websites and 33 respondance says is neutral for this information.

53 | P a g e

Services Total

Strong Disagree 45

Disagree 34

Neutral 33

Agree 38

Strong Agree 0


54/70

Interpretation:-

E-banking service is based on technical tools which operate through the internet so

there is always some risk of hack password or other information data through hacker or

other person. So customers believe use of this site is not secured & protected.

(19) Web site shows various phone numbers for different service.

54 | P a g e

Services Total

Strong Disagree 41

Disagree 40

Neutral 26

Agree 37

Strong Agree 6


55/70

Analysis:-

The graph shows information about the various phone numbers available for

different services. As per the respondance, in which 81 respondance says that phone number

is not available for different services while 43 respondance says that phone number is

available for different services.

Interpretation:-

As per the view point of the customer 54% respondance says that websites not

provide the various phone numbers for different services.

(20) Transaction allows conducted quickly.

55 | P a g e

Services Total

Strong Disagree 4

Disagree 4

Neutral 51

Agree 77

Strong Agree 14


56/70

Analysis:-

The graph shows information about the speed of the transaction by e-banking

services. As per the respondance, in which 8 respondance says that transaction to be not

conducted quickly while 142 respondance says that transaction to be conducted quickly.

Interpretation:-

In e-banking transaction it is very speedy and quickly to use but because someproblem occur transaction to be not conducted quickly.

(21) If transaction is not process then information is given.

56 | P a g e

Services Total

Strong Disagree 0

Disagree 59

Neutral 58

Agree 28

Strong Agree 5


57/70

Analysis:-

The graph shows information about the respond of E-Banking services when

transaction is not done properly .out of 150 respondents 59 respondance says that E Banking

services is not provide any information while some major problem is create, while on the

other hand only 33 respondents say that system give good responds while some problem

occur.

Interpretation:-

E-banking services is base on machine work, so if any problems occur then it cannot

guide properly or cannot give proper instruction as compare to employee of bank. So this

problem is face by customers while using of E Banking services

CHAPTER: 6 FINDINGS

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We can see that now days banking industry is booming as a lighting speed and most

of people use banking services so majority people have bank a/c in bank.

From this research it has been found that Most of the Respondents are aware about all

the e-banking service but people have more awareness of the debit/ credit card as

compeer to other e-banking service.

Respondents are using different e-banking channel but people are most convenient

for the using debit/credit card services

Customers prefer Tele banking channel for stop check payment and balance enquiry

mostly.

Customers use Debit/credit card services for Cash withdrawal, Balance enquiry,

purchase, and Bill payment mostly.


banking is the important tools for online purchase in present scenario as well as for

bill payments.

Majority customer like use of debit/credit card as compare to other services.

Banks provide good and accurate service and also give a proper guide line for the

various transaction so all most people prefer to make a transaction with bank

Customer face Technical problem mostly as compare to other problem in use of E

Banking channel

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Generally people believe that e-banking service have some hidden charges for using

e-services. Like use of other banks ATM

Use of E-banking channel is very risky

E-banking channel require some technical tools such as computer, high speed internet

etc. So this facility is not easily available at anywhere.

Among all e-banking channel customers believe that credit card is very costly e-

service.

Use of E-banking channel is easy& simple.

Customer believes that use of net banking site is not secured & protected.

Customer believes that making e-banking, transaction is very speedy and quickly to

use.

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CHAPTER: 7 LIMITATIONS OF THE STUDY

As no human being is perfect, it is not possible for anyone to make the best or perfect report. Each

person has some level of knowledge and is affected by some uncontrollable factors within which

he/she has to work. So, it might possible that there can be some limitations in this report that may be

due to my knowledge level or some other factors. According to me following limitations can be

prevailing in my report:

Respondents might have felt hesitation in providing information related to their age; so, there

can be some data that might questionable because of unwillingness of respondents to give

right information.

Sample selected may not represent whole population, as sample size selected is very small in

proportion to population due to time and cost constraints.

Time Constraints.

The scope of this research is limited to only one city.

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CHAPTER: 8 SUGGESTION & CONCLUSION

SUGGESTION:

On the basis of the findings of the study, this study offers some suggestions to make e-

banking services more effective, which will further accelerate the process of transformation

in banks.

The banks should make the ATMs and other e-channels accessible, convenient by

increasing the number of ATMs.

The banks should disclose the full information regarding service charges, service tax,

or any other charges , penalty, if any, etc., to the customers to win their confidence.

As e-banking is a new concept and many respondents are not aware of e-channels

and their operating system, banks should provide appropriate information and demo

to operate these channels and solve any problem regarding these channels on a

priority basis.

Bank has to give all the necessary information regarding E-Banking services and

motivate the customer to use more E-Banking Services.

Increase in the advertisement of E Banking service so customer knows more about

that service and use it and get benefit of that service.

Giving reward to the customer who is more using E-Banking Services.

Online feature specific help given to the customer who are using E-BankingServices.

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Most of customers believe that use of E banking channel is risky, so bank should be

provide information to them how they can use e banking channel in right manner.

CONCLUSION:

Todays, in 21st century banking industry is growing at lightning speed. So most of people

use a banking service for the purpose of various transactions with bank.

In present scenario time is very important factor so the purpose the saving of the time people

most prefer e-banking service for the transaction of banking and also bank provide free e-

banking service. And also very simple process to start e-banking service such as ATM card.

Most of the Respondance is aware about all the e-banking service but people have more

awareness of the debit/ credit card as compare to other e-banking service. Debit/credit card

services easily available at anywhere and also low time consuming as well as lost cost. So

people use this service as compare to other e-banking service.


banking is the important tools for online purchase in present scenario as well as for bill

payments.

Majority customer like use of debit/credit card as compare to other services also net banking

is good service for view point of some customer.

All most people prefer to make a transaction with bank but also some prefer e-banking

service because

Banks provide good and accurate service and also give a proper guide line for the various

transactions

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E-banking channel is based on technology so some technical problem is accrued while they

using of this service so customer face this problem mostly as compare to other problem.

Generally people believe that e-banking service have some hidden charges for using e-

services. Like use of other banks ATM.

There is many risk is related use of e-banking channel. So base on this problem some

customers are not using these services.

As per the banking criteria the interest rate is very high to use of the credit card. So customer

believes that credit card is very costly to use.

Use of e-banking channel requires a lot of knowledge such as a technical knowledge so

everyone can not use this service. So use of this service is not easy& simple. E-banking

service is based on technical tools which operate through the internet so there is always

some risk of hack password or other information data through hacker or other person. So,

customer believes use of this site is not secured & protected.

In e-banking transaction it is very speedy and quickly to use.

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CHAPTER 9: APPENDIX

Reference/ Bibliography

Reference:

Joshua, A.J. & Kshoy, M. P. (2011). Ussage pattern of electronic banking services by

urban educated customers: Glimpses from India. Journal of Internet Banking and

Commerce, 16 (1), e-journal.

Mermod, A.Y. (2011). Customers perspective and risk issue on e-banking in

Turkey.Journal of Internet Banking and Commerce, 16(1), e-journal.

Ombati, T.O., Magutu, P.O., Nyamwange, S.O. & Nyaoga, R.B.(2010). Technology

and Service Quality in the Banking Industries. African Journal of Business and

Management, 1,151-164.

Khan, M. S. & Mahapatra, S.S.(2009). Service quality evaluation in internet

banking:an impirical study in India. Int. J. Indian Culture and Business

Management, 2(1), 30-46.

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Boon, O.H. & Yu C.M.(2003). Success factor in e-channel:the Malaysian banking

scenario.International Journal of bank marketing, 21,369-377.

Poon, W.C.(2008). Users adoption of e-banking services: the Malaysian

perspective.Journal of Business & Industrial Marketing, 23(1), 59-69.

Uppal R.K. (2011).Internet banking in India: Emerging risks and new dimensions.

Prime Journals businessadministration and management, 1(3), 73-81.

Haque, A., Trofder, A., Rahman, H. & Raquib, A. (2009). Electronic transaction of

internet banking and its persception of Malaysian online customers. African journal

of business management, 3(6), 248-259.

Agboola A. A.2006 (2006). Electronic payment systems and Tele-banking services

in Nigeria.Journal of internet banking and commerce, 11(3), e-journal.

Kaleem A. & Kaleem S.A. (2008). Bankers perception of electronic banking in

Pakistan.Journal of internet banking and commerce, 13(1), e-journal.

Ortega B.H., Martinez J.J. & Hoyos J.M. (2007). An analysis of web navigability in

Spanish internet banking. Journal of internet banking and commerce, 12(3), e-

journal.

Awamleh S. & Fernandes C. (2011). Internet banking: An imperical investigation

into the extent of adoption by banks and the determinants of customer satisfaction in

the Unoted Arab Emirates.Journal of internet banking and commerce, e-journal.

Amin H. (2007). Internet banking adoption among youth intellectuals. Journal of

internet banking and commerce, 12(3), e-journal.

Kassim N.M. (2011). E-banking service quality: gap in the Qatari banking industry.

Journal of internet banking and commerce, e-journal.

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Amin H., Lada S., Hamid R.A. & Geoffrey H. (2005). A preliminary study on

students perception of SMS banking: A case at the Labuan international campus-

university Malaysia Sabah. Journal of internet banking and commerce, 10(3), e-journal.

Nor K.M. & Pearson J.M. (2007). The influence of trust on internet banking

acceptance. Journal of internet banking and commerce, 12(2), e-journal.

Dauda Y., Santhapparaj A.S., Asirvatham D. & Raman M. (2007). The impact of e-

commerce security and national environment on consumer adoption of internetbanking in Malaysia and Singapore. Journal of internet banking and commerce,

12(2), e-journal.

Websites:

http://www.banknetindia.com/banking/ibkgintro.htm , February 15, 2009

http://www.bankersonline.com/ebanking/gurus_eb030402b.html , February 18, 2009

http://bankingtopia.com/benefits-of-e-banking/ February 22, 2009

http://rbidocs.rbi.org.in/rdocs/Publications/PDFs/88980.pdf, February24, 2009

http://www.icicibank.com/pfsuser/cards/creditcard/cc_home.htm , February 25, 2009

http://www.economywatch.com/banking/online/ February 27, 2009

http://www.axisbank.com/24x7banking/internetbanking/Internet-Banking.asp ,

March3, 2009

http://economictimes.indiatimes.com/Banking/Axis_Bank_launches_new_online_re

mittance_service/articleshow/3728539.cms , March 7, 2009

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http://www.banknetindia.com/banking/ibkgintro.htmhttp://www.bankersonline.com/ebanking/gurus_eb030402b.htmlhttp://bankingtopia.com/benefits-of-e-banking/http://rbidocs.rbi.org.in/rdocs/Publications/PDFs/88980.pdfhttp://www.icicibank.com/pfsuser/cards/creditcard/cc_home.htmhttp://www.economywatch.com/banking/online/http://www.axisbank.com/24x7banking/internetbanking/Internet-Banking.asphttp://economictimes.indiatimes.com/Banking/Axis_Bank_launches_new_online_remittance_service/articleshow/3728539.cmshttp://economictimes.indiatimes.com/Banking/Axis_Bank_launches_new_online_remittance_service/articleshow/3728539.cmshttp://www.banknetindia.com/banking/ibkgintro.htmhttp://www.bankersonline.com/ebanking/gurus_eb030402b.htmlhttp://bankingtopia.com/benefits-of-e-banking/http://rbidocs.rbi.org.in/rdocs/Publications/PDFs/88980.pdfhttp://www.icicibank.com/pfsuser/cards/creditcard/cc_home.htmhttp://www.economywatch.com/banking/online/http://www.axisbank.com/24x7banking/internetbanking/Internet-Banking.asphttp://economictimes.indiatimes.com/Banking/Axis_Bank_launches_new_online_remittance_service/articleshow/3728539.cmshttp://economictimes.indiatimes.com/Banking/Axis_Bank_launches_new_online_remittance_service/articleshow/3728539.cms


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http://www.online.citibank.co.in/customerservice/internbanking.htm,March 9, 2009

Questionnaire

Dear Respondents,

We are doing this research project on Effectiveness of E-Banking. Can you spend five minutes to

answer the following questions? This study is for academic purpose only. No information shall be

disclosed anywhere.

Section 1: (Please tick mark the answers with)

1) Are you having a Bank account?

Yes No

2) Do you use any e-banking services?

Yes No

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3) Which of the e-banking channels are you aware of?

Tele. Banking Net Banking

Mobile Banking Debit/Credit Card

4) Which e-banking channels are you using?



5) Which of the below services have you tried in Tele. Banking?

Balance Inquiry Statement Request

Loss Cheque Book Stop Cheque Payment

Product Information Bill Payment

6) Which of the below services have you tried in International Debit Card/ Credit card?

Cash Withdrawal Balance Inquiry

Cheque Book Request Purchase

Mini Statement Bill Payment

7) Which of the below services have you tried in Net Banking?Balance Inquiry Statement Request

Cheque Book Request Online Purchases

Bill Payment FD Inquiry

Funds Transfer

8) Which is your most preferred e-banking channel?



9) Where would you like to do your banking transactions?

Bank Premises e-banking

10) Have you faced any difficulty in any of the specified services? If yes, what type of

difficulty?

Technical Time Consuming None

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11) Is there any hidden charge for using e- banking?

Yes No

12) Using an e-banking is risky?

Yes No

13) Is there easy available anywhere e-banking?

Yes No

14) Which service is a higher charge for using e-banking?

Credit card mobile banking

Debit card Tele. Banking

Net banking

The following set of statements relate to your feelings about E-banking services provided by

your bank. Using the scale below, please indicate the extent to which you agree or disagree

with the following statements. Write the number (indicating your agreement or

disagreement) beside the statements.

1

StronglyDisagree

2

Disagree3

Neither agree/Nor Disagree

4

Agree5

StronglyAgree

Sr.

No.

Statements Number

1 Use of e-banking is easy and simple.

2 Page of Net banking shows information efficiently.

3 Page of Net banking is well prepared and organized.4 My bank information is secured and protected by this site.

5 My website shows various phone numbers for different services.

6 It allows transactions to be conducted quickly.

7 Information is given on what to do if the transaction is not

processes...

Section- II.

Kindly give your name:___________________________________________

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Gender: (1) Male (2) Female

Age: (1) Below 25 (2) 26-35 years

(3) 36-55 year (4 Above 55 years

Occupation: (1) Service (2) Business

(3) Student (4) Housewife

(5) Worker

Monthly Income: (1) 10000-100000

(2) 100001-300000

(3) 300001-500000

(4) 500001 and above

Types of Account: (1) Saving (2) Current

(3) Others, please specify ____________________

Thanks for your co-operation

Documents

Effective Banking New