TABLE OF CONTENT

CHAPTER 1INTRODUCTION TO RESEARCH PROBLEM ........03

1.1 RATIONAL OF STUDY…………………………..07

1.2 LITERATURE REVIEW…………………………..08

1.3 OBJECTIVE OF THE STUDY…………………….11

1.4 RESEARCH METHODOLOGY…………………...12

CHPATER 2: DATA ANALYSIS AND INTERPRETATION

2.1 ANALYSIS………………………………………...14

CHAPTER 3: CONCLUSION AND RECOMMENDATION…….28

CHAPTER4: LIMITATION……………………………………….29

CHAPTER5: BIBLOGRAPHY…………………………………... 30

CHAPTER6: QUESTIONNAIRE………………..………………..31

LIST OF TABLES AND FIGURES

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TABLES PAGE NO.

TABLE1……………………………………………………..15

TABLE2……………………………………………………..15

TABLE3……………………………………………………..17

TABLE4……………………………………………………..18

TABLE5……………………………………………………. 19

TABLE6……………………………………………………. 20

TABLE7……………………………………………………..22

TABLE8………………………………………………….….27

TABLE9………………………………………….….………27

FIGURE

FIGURE1…………………………………………………….14

FIGURE2…………………………………………………….16

FIGURE3…………………………………………………….17

FIGURE4…………………………………………………….18

FIGURE5…………………………………………………….20

FIGURE6…………………………………………………….21

FIGURE7…………………………………………………….22

FIGURE8…………………………………………………….26

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INTRODUCTION

A Case study to analyse the effects of consumer risk perception while

purchasing services through internet- A case study of Banking Sector.

What is bank?

A banker or bank is a financial institution whose primary activity is to act as a payment

agent for customers and to borrow and lend money. It is an institution for receiving,

keeping, and lending money.

What is online Banking?

Online banking (or Internet banking) allows customers to conduct financial transactions

on a secure website operated by their retail or virtual bank, credit union.

Need for internet banking: One has to approach the branch in person, to withdraw cash

or deposit a cheque or request a statement of accounts. In true Internet banking, any

inquiry or transaction is processed online without any reference to the branch (anywhere

banking) at any time. Providing Internet banking is increasingly becoming a "need to

have" than a "nice to have" service. The net banking, thus, now is more of a norm rather

than an exception in many developed countries due to the fact that it is the cheapest way

of providing banking services

Banks have traditionally been in the forefront of harnessing technology to improve their

products, services and efficiency. They have, over a long time, been using electronic and

telecommunication networks for delivering a wide range of value added products and

services. The delivery channels include direct dial – up connections, private networks,

public networks etc and the devices include telephone, Personal Computers including the

Automated Teller Machines, etc. With the popularity of PCs, easy access to Internet and

World Wide Web (WWW), Internet is increasingly used by banks as a channel for

receiving instructions and delivering their products and services to their customers. This

form of banking is generally referred to as Internet Banking, although the range of

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products and services offered by different banks vary widely both in their content and

sophistication.

India’s banking sector is growing at a fast pace. India has become one of the most

preferred banking destinations in the world. The reasons are numerous: the economy is

growing at a rate of 8%, Bank credit is growing at 30% per annum and there is an ever-

expanding middle class of between 250 and 300 million people (larger than the

population of the US) in need of financial services. All this enables double-digit returns

on most asset classes which is not so in a majority of other countries. Foreign banks in

India achieving a return on assets (ROA) of 3%, their keen interest in expanding their

businesses is understandable – even more so when compared with the measly 1% average

ROA for the Top 1000 banks in the world.

From the perspective of banking products and services being offered through Internet,

Internet banking is nothing more than traditional banking services delivered through an

electronic communication backbone, viz, Internet. But, in the process it has thrown open

issues which have ramifications beyond what a new delivery channel would normally

envisage and, hence, has compelled regulators world over to take note of this emerging

channel. Some of the distinctive features of i-banking are:

1. It removes the traditional geographical barriers as it could reach out to customers of

different countries / legal jurisdiction. This has raised the question of jurisdiction of law /

supervisory system to which such transactions should be subjected,

2. It has added a new dimension to different kinds of risks traditionally associated with

banking, heightening some of them and throwing new risk control challenges,

3. Security of banking transactions, validity of electronic contract, customers’ privacy,

etc., which have all along been concerns of both bankers and supervisors have assumed

different dimensions given that Internet is a public domain, not subject to control by any

single authority or group of users,

4. It poses a strategic risk of loss of business to those banks who do not respond in time,

to this new technology, being the efficient and cost effective delivery mechanism of

banking services.

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5. A new form of competition has emerged both from the existing players and new

players of the market who are not strictly banks.

Why this research: An analysis of the differences in risk perceptions between bank

customers using Internet Banking and those not using Internet Banking was done and it

showed that risk perceptions in terms of financial, psychological and safety risks among

customer not using the internet was more meaningful than those using internet banking.

Customers not preferring to use internet banking thought that they would be swindled

when using this service, and therefore, are particularly careful about high risk expectation

during money transfers from and between accounts. Only 37% of Indian Internet users

come from Top 10 cities i.e. Mumbai, Bangalore, Delhi, Calcutta, Chennai, Pune,

Hyderabad, Ahmedabad, Surat and Nagpur. As per IAMAI and I-cube, the number of

active Internet user (i.e. ones who logon to Internet atleast once a month) is now 32

million and numbers who have used Internet atleast once stands at 46 million. Maximum

of the person who are going on for internet banking lies in the age bracket of 26-35. but

the rise in the age the level of users become low.

Approximately 17% of female use internet banking. This a matter of concern for a banks

what are the causes why this is happening. Although many major banks have started

offering i-banking services, the slow pace will continue until the critical mass is achieved

for PC, internet connections and telephones. However, the upsurge of IT professionals

with growing demands is pressuring the government and bureaucracy in the country to

support and develop new initiatives for a faster spread of i-banking. But then to there is a

fear in mind of customer using internet as a medium for the banking transaction.

Private and foreign banks are trying to turn more and more customer towards the

usage if internet for the banking transaction. This study is basically to know the relation

of various independent variables on the customer usage of internet for banking.

The remarkable development of the Internet has drastically expanded the shopping space

for a number of consumers. According to a Fast Company survey, Internet buyers as a

percentage of all Internet users grew from just 19 percent in 2001 to 71 percent in 2010.

Not only has Internet shopping created a new marketing provider that meets consumer

needs and wants, but it has changed the consumer shopping culture with "click" shopping

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and ease of information searches for product or service buying. Nevertheless, unlike

traditional commerce, e-commerce involves various risks (e.g., product performance,

credit card information) that consumers perceive and thus consumers are engaging in risk

reduction behaviors based on a wealth of information.

Many consumers today, regardless of their intention, are exposed to a great amount of

information through both off-line and on-line advertising. Providing effective information

in online environments can reduce consumer search costs and lead to consumers making

optimal purchasing decision. The several information resources - particularly brand,

word-of-mouth, and customized information-act as guides that can reduce risk and

facilitate consumer choice. In particular, the information in new purchase situations is far

more important for first-time customers than for existing customers.

Despite the assumption that pre-purchase information can lower a consumer's risk,

existing research on consumer behavior on the Internet has focused on Internet

purchasing or on information searching through the Internet. pre-purchase information is

a crucial tool because it reduces consumer risk, increases brand comprehension, and helps

consumer make a brand choice.

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RATIONAL OF STUDY

Risk perception and consumer stress are two important factors that firms have to take into

consideration since they are important parts of consumer behavior. Although risk

perception concept has been analyzed in various studies, consumer stress and

relationships between risk perception and consumer stress have not been researched in

marketing literature. To illuminate the issue, present study scrutinizes consumer risk

perception, stress and relationships between these two terms. To reach this target, initial

data were collected by survey forms which are designed to measure risk perception and

stress level of banking consumers . Moreover collected data were analyzed by statistical

methods namely correlation analysis and t-tests. As a result, time risk perception,

physical risk perception and psychological risk perception determined as factors which

increase consumer stress meaningfully in banking sector

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LITERATURE REVIEW

In India still there is lack of users for internet as a medium for banking purpose, but the

banking system are upgrading and bringing many electronic banking medium for

customers so that banking can be made more convenient.

Joseph et al. (1999) investigated the influence of internet on the delivery of banking

services. They found six underlying dimensions of e-banking service quality such as

convenience and accuracy, feedback and complaint management, efficiency, queue

management, accessibility and customization. Jun and Cai (2001) identified 17 service

quality dimensions of i-banking service quality. These are reliability, responsiveness,

competence, courtesy, credibility, access, communication, understanding the customer,

collaboration, continuous improvement, content, accuracy, ease of use, timeliness,

aesthetics, security and divers features. They also suggested that some dimensions such

as responsiveness, reliability and access are critical for both traditional and internet

banks. Jayawardhena (2004) transforms the original SERVQUAL scale to the internet

context and develops a battery of 21 items to assess service quality in e-banking.

From the provider perspective, there are target quality and delivered quality. The focus of

process- or supply-led quality definition is rather internal than external, and it is defined

as conformance to requirements. It lays emphasis on the importance of the management

and the supply-side quality, and there is an important role of the process in determining

the quality of outcome (Ghobadian, 1994). Achieving the quality of conformance

between the planned (target) quality level and the real quality delivered to customers

depends on the service quality management system in an organization.

IAMAI report on online banking 2006. 43% of online banking user haven’t started

online financial transaction because of security reasons, 39% haven’t started because they

prefer face to face, 22% haven’t started because they don’t know how to use, for 10%

sites are not user friendly and for 2% banks are not providing the facility of internet

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banking. According to research 68% of the customers can not say that when they will be

starting the financial transactions through internet.

Maximum numbers of online banking users are male and maximum of them are in age

the group of 25-35. Numbers of female users are very less i.e. 17% only. More than 60%

of the people who are having account with have accounts in 3-4 banks.

Only 37% of Indian Internet users come from Top 10 cities i.e. Mumbai, Bangalore,

Delhi, Calcutta, Chennai, Pune, Hyderabad, Ahmedabad, Surat and Nagpur. Another day

and another number. As per IAMAI and I-cube, the number of active Internet user (i.e.

ones who logon to Internet atleast once a month) is now 32 million and numbers who

have used Internet atleast once stands at 46 million.

The Indian Internet Banking Journey In 2001, a Reserve Bank of India survey

revealed that of 46 major banks operating in India, around 50% were either offering

Internet banking services at various levels or planned to in the near future. According to a

research report,( India Research, Kotak Securities, May 2000.) while in 2001, India's

Internet user base was an estimated 9 lakh; it was expected to reach 90 lakh by 2003.

Also, while only 1% of these Internet users utilized the Internet banking services in 1998,

the Internet banking user base increased to 16.7% by mid- 2000.

Meuter et al. (2000) have identified critical incidents of customer satisfaction and

dissatisfaction with technology-based service encounters. Given that business-to-business

transactions are the fastest growing segment of technology-driven services (Hof, 1999);

Meuter and his colleagues (2000) suggested investigating what drives business customer

satisfaction or dissatisfaction with technologydriven services. According to Gönroos

(1982), customers distinguish the quality of customer interactions that take place during

service delivery (functional quality) and the quality of the outcome the customer receives

in the service encounter (technical quality).

Customers perceive the quality of services of Internet banking based on the performance

of online delivery systems – not on the processes in which the delivered service is

developed and produced. Because customers perceive Internet banking service quality

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based on relatively standardized outcomes determined by online systems, customer

attitudes toward that outcome reflect overall quality of services delivered

Customers usually perceive risks in conducting transactions electronically and

particularly if the transactions involve money. Risk perception can be of six different

types: time risk, finacial risk, performance risk, psychological risk and

safety/confidentiality risk. It is generally considered that risk perception could be higher

for electronic banking services. This study aims to understand extent to which whether

this is consideration is valid as well as to determine the levels of risk perception

differences among those using Internet Banking and those not using it.

RESEARCH OBJECTIVE

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Findings indicate that missing information can affect buyers' tastes and purchase

decisions made subsequently. Perhaps the findings of the current project might offer

greater insight (e.g., correlation between consumer perceptions and pre-purchase

information) to e-marketers and e-marketing researchers about the role of pre-purchase

information in management and e-commerce.

(1) To Uncertainty as to buying goals.

(2) To several purchases (product, brand, model, etc.) best matches the buying goals.

(3) To Possible adverse consequences if the purchase is made (or not made).

RESEARCH METHODOLOGY

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RESEARCH TYPE

We use descriptive research and exploratory research design in our studies. Descriptive

research is also called Statistical Research. The main goal of this type of research is to

describe the data and characteristics about what is being studied. The idea behind this

type of research is to study frequencies, averages, and other statistical calculations.

Although this research is highly accurate, it does not gather the causes behind a situation.

Descriptive research is used to obtain information concerning the current status of the

phenomena to describe "what exists" with respect to variables or conditions in a situation.

Here we also tried to find out the main cause why there is perceptual blocking of the

Indian customers towards internet banking. The methods involved range from the survey

which describes the status quo, the correlation study which investigates the relationship

between variables, to developmental studies which seek to determine changes over time.

• Statement of the problem

• Identification of information needed to solve the problem

• Selection or development of instruments for gathering the information

• Identification of target population and determination of sampling

procedure

• Design of procedure for information collection

• Collection of information

• Analysis of information

• Generalizations and/or predictions

DATA COLLECTION

Primary Data: Structured Questionnaire

Secondary Data: Online Database, Journals, Survey

Research hypothesis is define as follow

Null Hypothesis

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(Ho): there is a negative impact of risk perception.

Alternative Hypothesis(H1): there is a positive impact of risk perception.

SAMPLING

We have used convenience sampling technique. It is also called haphazard or accidental

sampling. Members of the population are chosen based on their relative ease of access.

To sample friends, co-workers, or shoppers at a single mall, are all examples of

convenience sampling. Sometimes called grab or opportunity sampling, this is the

method of choosing items arbitrarily and in an unstructured manner from the frame.

Though almost impossible to treat rigorously, it is the method most commonly employed

in many practical situations.

Sample Unit: NCR Internet Users (for banks)

Sample Technique: Convenient sampling

Sample Area: NCR

Sample Size: 150

TOOLS

Statistical : SPSS

Techniques : MDS and Multiple Regression

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DATA ANALYSIS AND INTERPRETATION

Q1) Are you user of internet?

age own a internet don’t have internet

18-25 27 3

26-35 51 1

36-45 20 2

46-60 8 4

61-+ 1 3

Table 1

Figure1

Interpretation-

From the above interpretation we can say that age group between 18-25 own

a internet of 27%while % who don’t own an internet is 3%, similarly %

between 26-35 own an internet of 51% while 1 %don’t own internet, 36-45

own an internet of 20% while 2%don’t own, 46-60 own 8%internet while

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4% don’t own, 61and above own 1 %internet, 3%don’t own. Finally we can

see that age group 26-35 own maximum % of internet.

Q2) Since how long you are using internet?

a) less then a month

b) 1 to 6 months

c) 6 to 12 months

d) More than a year

age A)    less then a month A)    1 to 6 months A)    6 to 12 months

18-25 3 2 12

26-35 0 0 15

36-45 0 3 0

46-60 0 2 8

61-+ 1 3 0

Table 2

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Figure2

Interpretation

From the above interpretation we can say that all the younger have been

using internet since last one year but age group between 36-45, 46-60and 61

and above have started using internet in recent . finally we can the age

group between 26-35 are the maximum users of the internet .

Q3) Frequency of visiting your bank branch per month?

a) Less than 1

b) 1 to 3 times

c) 3 to 8 times

d) 8 to 12 times

e) over 12 times

Age <1 1 to 3 3to8 8to12 12+

18-25 11 14 10 3 2

26-35 4 1 3 8 26

36-45 2 3 2 4 5

46-60 4 8 2 2 1

61-+ 5 0 0 0 1

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Table3

Figure3

Interpretation

From the above inerpretation we can say that in comparison to all the above

age groups maximum no. of time that is being visited to the bank is of age

group between 26-35 that’s is around 12 times in a month .

Q4) the main reason that you typically visit your bank branch (please choose the single

most important reason)?

a) to make a deposit

b) to get advice for investment options

c) to inquire about a balance

d) to withdraw cash

e) other

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age deposit Advice balance withdrawal Others

18-25 10 8 13 7 2

26-35 10 4 7 17 4

36-45 3 0 4 7 2

46-60 4 4 5 4 0

61-+ 1 0 2 3 0

Table 4

Figure4

Interpretation

From the above interpretation we can say that the reason for visiting bank

maximum no. of time is basically is for the cash withdrawl that to is done by

the agr group between 26-35 that is of 17.

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Q5) the e-banking facilities provided by your bank?

ATM

Online banking

Telephone banking

Mobile banking

SMS banking

age Atm online telephone Mobile Sms

18-25 20 21 12 15 25

26-35 10 29 14 18 30

36-45 2 16 2 15 12

46-60 14 25 2 2 14

61-+ 5 2 2 2 5

Table 5

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Figure5

Interpretation

From the above itnerpretation we can say that all the above age gropus says

that the mostly all the facilites is provided by their banks wheteher it be atm

online, telephone , mobile expcept to the person who belong to the age group

of 61 and above .

Q6) what banking services do you use which your Internet bank offers? (Please check all

you are currently using)

Seeking product and rate information

Calculate loan payment information

Download loan applications

Download personal bank transaction activity.

Check balances on-line

Apply for consumer loans or credit cards online

Inter-account transfers

On-line bill payments

Others

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Table 6

Figure6

Interpretation

From the above interpreatation we can that the perosn use internet bank

offers basically for seeking product and rate information and seconly for

checking balance and then they use for to download loan information ,then

to dowmload personal bank transaction activities .

Q7) what was the single most important reason that you chose this particular bank as

your Internet bank? (Please choose one)

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I have a traditional bank account with the same bank

The brand name of the bank

The excellent service offered by this bank

Others

Table 7

Figure7

Interpretation

From the above interpretation we can say that the reason for choosing

particular bank for internet bank account is beacause of the excellent

services offered by the bank and second most improtant reason is that of

brand name of the bank .

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MDS

After filling up the 63 column and 120 rows of SPSS data we get the table of responses of

120 respondents’ perception about our 6 brands and their 9 attributes. We calculate the

weighted mean of every column and finally we get the 6*10 matrix form of our

weighted mean MDS data, which would be input to SPSS for final MDS output. The

6*10 matrix is given below-

Parameters detuch hdfc citibank icici hsbc yesbank

Accessib 2.8800 3.4179 3.4706 3.2791 3.4051 2.8545

Account 2.9517 3.5385 3.5550 3.2532 3.3819 2.8824

Bank ser 4.2475 3.6963 3.5468 3.9609 4.0975 2.7358

Convenie 2.8101 3.5365 3.8282 2.8101 3.4356 2.7734

design 3.2441 3.8142 3.5550 3.0222 3.1170 2.7429

Encourag 2.6790 3.2791 3.5385 2.8698 3.4051 2.7836

Location 3.2687 3.2574 3.1222 2.9707 2.8500 2.4000

Training 2.1745 3.2791 3.7123 2.6493 3.3490 2.4468

user fri 3.8692 2.7087 3.3544 2.6238 3.4051 2.9401

The Lower Triangular matrix

Raw (unscaled) Data for Subject 1

1 2 3 4 5

1 .000

2 2.172 .000

3 2.393 .932 .000

4 1.511 1.407 1.937 .000

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5 1.786 1.163 .954 1.361 .000

6 2.061 2.264 2.475 1.540 2.146

6

6 .000

The index of fit or R-square and stress should be measured. Thus R-square indicates

goodness of fit, whether stress value represents badness of fit. So for any research higher

value of R-square and lower value of Stress is expected. The high R-square value

represents MDS model is well fitted with the given problem. In our case,

Stress = .01817 RSQ = .99785

Young's S-stress formula 1 is used.

Iteration S-stress Improvement

1 .02311

2 .01992 .00319

3 .01838 .00154

4 .01698 .00139

5 .01564 .00134

6 .01434 .00130

7 .01327 .00107

8 .01266 .00061

Iterations stopped because

S-stress improvement is less than .001000

Stress and squared correlation (RSQ) in distances

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For matrix

Stress = .01817 RSQ = .99785

Configuration derived in 2 dimensions

Stimulus Coordinates

Dimension

Stimulus Stimulus 1 2

Number Name

1 detuch 1.1537 1.4040

2 hdfc -1.0363 -.3486

3 CITIBANK -1.5704 -.1294

4 ICICI .5452 -.0590

5 HSBC -.7060 .3541

6 yesbank 1.6138 -1.2210

Optimally scaled data (disparities) for subject 1

1 2 3 4 5

1 .000

2 2.800 .000

3 3.126 .577 .000

4 1.590 1.590 2.126 .000

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5 2.126 .890 .890 1.318 .000

6 2.665 2.800 3.366 1.590 2.800

6

6 .000

Dimension 1210-1-2

Dim

ensi

on 2

1.5

1.0

0.5

0.0

-0.5

-1.0

-1.5

yesbank

HSBC

ICICICITIBANK

hdfc

detuch

Derived Stimulus Configuration

Euclidean distance model

Figure8

As we can detuch bank is leading in both d dimensions where as there is a competition

between HSBC Citibank and hdfc. But the least is among the yesbank. Icici bank is close

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to positive response but here we can see that there is some areas where the bank has to

work on to improve.

For your choice of an Internet bank, please indicate how much each of the following

factors (were) are important for you:

MEAN OF ALL RANKS

Statistics

Convenience Curiosity Rates Safe Charge transaction shopping

N Valid 120 120 120 120 120 120 120

Missing 0 0 0 0 0 0 0

Mean 3.1083 2.9333 2.9667 2.9833 2.7083 2.9250 2.5083

Table 8

BY THIS WE CAME TO KNOW THAT PEOPLE USING INTERNET BECAUSE OF

CONVINENCE ARE MOE AND LESS BECAUSE O SHOPPING.

The main reasons that you have not opened an Internet bank account yet? (Check all that

apply)

Statistics

NEVERHR

D

SECURIT

Y TIME DNTWNT

CHECKFIRS

T

NOTAVALIAB

L OTHERS

N Valid 30 30 30 30 30 30 30

Missing 0 0 0 0 0 0 0

Mean 3.0000 3.3333 2.6000 3.1333 2.5000 2.9333 2.6000

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Table 9

Security is the main reason why people are not opening the internet bank acounts where

as the second highest goes to they don’t want to try new thing.

CONCLUSION AND RECOMMENDATIONS

There is still a lot needed for the banking system to make reforms and train there

customers for using internet for there banking account. Going through the survey the

main problem lies that still customer have a fear of hacking of accounts and thus do

not go on for internet banking. Banks are trying there level best by providing the best

security options to the customers but then to there is lot of factors which betrays a

customer from opening an internet bank account.

Banks are providing free internet banking services also so that the customers can be

attracted. By asking the bank employs we came to know that maximum numbers of

internet bank account holders are youth, business man and HNI’s.

If proper training should be given to customer by the bank employs to open an

account will be beneficial secondly the website should be made friendlier from where

the first time customers can directly make and access there accounts.

We can see the time is changing and we he passage of time people are accepting

technology there is still a lot of perceptual blocking which hampers the growth it’s the

normal tendency of a human not to have changes work on the old track, that’s also

one of the reason for the slow acceptance of internet banking accounts.

Give proper training to customers for using i-banking

Create a trust in mind of customers towards security of there accounts

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Provide a platform from where the customers can access different accounts at

single time without extra charge.

Make there sites more users friendly.

Customers should be motivated to use I banking facilities more.

LIMITATIONS AND FUTURE RESEARCH

The research reported here has admitted limitations. Because the study was focused on

consumers' perceived information about Internet sites, the findings may not be

generalizable to the many types of e-stores in e-commerce. Also, consumers often carry

out information searches for themselves to supplement pre-purchase information search

such as brand reputation, word-of-mouth, and customized information. In particular, we

overlooked other sources regarding risk perceptions: namely, communities, bulletin

boards, 3-D advertisings, and so forth. Many customers may be interested in them and

join voluntarily. Through these experiences, customers can perceive risks regarding the

purchase of products or services. Finally, interaction impacts that can influence consumer

perceptions such as satisfaction, trust, and loyalty are insufficient because they can

significantly affect consumer perceived risk. Nevertheless, despite its limitations, this

empirical research has shown that consumer perceived risk is closely affected by

consumer pre-purchase information associated with product purchase through e-

commerce.

Future research should focus on how interaction between pre-purchase information and

post-purchase information influences consumer purchase decisions because post-

purchase information processing based on the purchase performance may differ

considerably from pre-purchase information processing. Theoretically, having found

differences in the pre- and post-purchase information processing stages, this provides

encouragement to investigate in more detail changes in risk perception and reduction

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throughout the whole consumer decision process. Without a doubt such interaction will

have a profound effect over time on brand success and consumer satisfaction with the e-

commerce experience. Accordingly, it is hoped that future research will produce a

theoretical framework for the relationships among information, perceived risk, and online

consumer behavior

BIBLOGRAPHY

BOOKS

1) Marketing research by BERRY G.C ., seventh edition

2) Marketing Research by Malhotra N.K. , fifth edition

SITES

(http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1

www.hdfcbank.com/

www.hsbc.co.in/

www.icicibank.com/

www.yesbank.in/

www.db.com

en.wikipedia.org/wiki/Perceptual_mapping

www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/

lecture-04.pd

en.wikipedia.org/wiki/Multidimensional_scaling

REFRENCES

1. Khan, M.S., Mahapatra, S.S. and Sreekumar (2009) ‘Service quality evaluation in

internet banking: an empirical study in India’, Int. J. Indian Culture and Business

Management, Vol. 2, No. 1, pp.30–46.

2. IAMAI report on online banking 2006

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3. The Indian Internet Banking Journey - Nachiket Mor, Head of ICICI's Treasury,

in March 2000.

1. The Impact Of Internet Banking Service Quality On Business Customer

Commitment

QUESTIONNAIRE

Name …………………………………………………………………..

Age 18-25__ , 26-35__, 36-45__, 46-60__, 60 +____

Gender - MALE FEMALE

Occupation …………………………………………………………….

2) Are you user of internet?

a) Yes

b) No

3) Since how long you are using internet?

a) less then a month

b) 1 to 6 months

c) 6 to 12 months

d) More than a year

4) Frequency of visiting your bank branch per month?

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a) Less than 1

b) 1 to 3 times

c) 3 to 8 times

d) 8 to 12 times

e) over 12 times

5) The main reason that you typically visit your bank branch (please choose the single

most important reason)?

a. to make a deposit

b. to get advice for investment options

c. to inquire about a balance

d. to withdraw cash

e. other

6) The e-banking facilities provided by your bank?

a) ATM

b) Online banking

c) Telephone banking

d) Mobile banking

e)SMS banking

6) The e-banking services you use provided by the bank?

a) ATM

b) Online banking

c) Telephone banking

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d) Mobile banking

e) SMS banking

QUESTIONNAIRE 2 for uses internet banking service

a) What is the name of bank you have an Internet bank account with? ________

b) What are the most important reasons you opened an Internet bank account?

(Please prioritize the following list in the order of importance.

c) Convenience (24 hours service, anywhere connectivity) ______________

d) Curiosity______________

e) Better rates______________

f) Safe and secure______________

g) Low service charge______________

h) Easy to maintain my banking transaction activity______________

i) Online shopping ___________________

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Q1- What banking services do you use which your Internet bank offers? (Please check all

you are currently using)

a) Seeking product and rate information

b) Calculate loan payment information

c) Download loan applications

d) Download personal bank transaction activity.

e) Check balances on-line

f) Apply for consumer loans or credit cards online

g) Inter-account transfers

h) On-line bill payments

i) Others

Q 2-What was the single most important reason that you chose this particular bank as

your Internet bank? (please choose one)

a) I have a traditional bank account with the same bank

b) The brand name of the bank

c) The excellent service offered by this bank

d) Others

Q 3- In addition to your Internet bank account, do you also have a traditional bank

account?

a) Yes

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b) No

Q 4- Rank the following brands on the scale of 1-5

scale

1 - Very poor

2 - Poor

3 - Good

4 - Average

5 - Best

PARAMETERS /

BRANDS

HDFC DEUTSCHE CITIBANK ICICI HSBC YES

BANK

Bank service

Account security

Accessibility

Convenience

Training to use

banking services

Encourage

customer to use e-

banking

Location

Customer Relation

Management

USER

FRIENDLINESS

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QUESTIONNAIRE 2 for non internet banking user

Q 1- The main reasons that you have not opened an Internet bank account yet? (check all

that apply)

a) Never heard of Internet banking

b) Concerned about security

c) Haven't taken time to open an account

d) Don't see any real value in having this type of account

e) Too new. I would like to see how it works, then I may open an account

f) Not available through my bank

g) others

Q 2- For your choice of an Internet bank, please indicate how much each of the

following factors (were) are important for you:

a) Better rate and lower service charge______________

b) Bank familiarity______________

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c) Bank location (geographic) ______________

d) The size of bank (in terms of asset) ______________

e) Security of Transaction______________

f) Convenience (24 hours service from anywhere) ______________

g) Quick service (transaction completed in seconds instead of minutes)

______________

h) Variety of features and services that are offered(for example; bill payment,

account reconciliation, electronic bill payment) ______________

i) Integrated value-added services using other on-line services and resources

(for example; other brokerage account summary) ______________

Thank You

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