A 51UD¥ CN CU51CMLk ÞLkCLÞ1ICN 1CWAkD5 1LCnNCLCG¥

5LkVICL5 Ŷ 5CU1n INDIAN 8ANkţ 1AM8AkAM
CnAÞ1Lk Ŵ I
IN1kCDUC1ICN
1he commerclal banklna buslness has chanaed dramaLlcallv over Lhe pasL
23 vearsţ due ln larae parL Lo Lechnoloalcal chanaeŦ Advances ln
LelecommunlcaLlonsţ lnformaLlon Lechnoloavţ and flnanclal Lheorv and pracLlce
have [olnLlv Lransformed manv of Lhe relaLlonshlp focused lnLermedlarles of
vesLervear lnLo daLaŴlnLenslve rlsk manaaemenL operaLlons of LodavŦ ConslsLenL
wlLh Lhlsţ we now flnd mav commerclal banks embedded as parL of alobal
flnanclal lnsLlLuLlons LhaL enaaae ln a wlde varleLv of flnanclal acLlvlLlesŦ 1he
varlous lnnovaLlons ln banklna and flnanclal secLor are LCSţ 81CSţ Ll1ţ nLl1ţ
A1Mţ 8eLall 8anklnaţ ueblL Ǝ CredlL cardsţ free advlsorv servlcesţ lmplemenLaLlon
of sLandlna lnsLrucLlons of cusLomersţ pavmenLs of uLlllLv blllsţ fund Lransfersţ
lnLerneL banklnaţ Lelephone banklnaţ moblle banklnaţ selllna lnsurance producLsţ
lssue of free cheque booksţ Lravel cheques and manv more value added servlcesŦ
8kILI CI 1nL 51UD¥ť
1Ŧ Informat|on 1echno|ogy |n Modern Lra
lnformaLlon Lechnoloav refers Lo all forms of Lechnoloav applled Lo
processlnaţ sLorlna and LransmlLLlna lnformaLlon ln elecLronlc formŦ 1he phvslcal
equlpmenLs used for lnformaLlon processlna lnclude compuLersţ communlcaLlon
equlpmenLs and neLworksţ fax machlnesŦ lnformaLlon ls a processed daLa used for
declslon maklna durlna uncerLalnLvŦ lnformaLlon svsLems execuLe oraanlzed
procedures LhaL process and communlcaLe lnformaLlonŦ lnformaLlon Lechnoloav
exLends far bevond Lhe compuLaLlonal capablllLles of compuLersŦ
1odav compuLers are used exLenslvelv for daLa sLoraaeţ compuLaLlon and
communlcaLlonŦ lnformaLlon Lechnoloav ls concerned wlLh compuLaLlon and
communlcaLlonsŦ lnLerneL offers new opporLunlLles Lo boLh consumers and
producers of lnformaLlon ln buslness LransacLlonsŦ ueLalled and exLenslve
lnformaLlon are needed ln buslness boLh ln commerclal or admlnlsLraLlve
funcLlonsŦ Ŧ More lnformaLlon ls requlred Lo process buslness appllcaLlons llke
sales deLallsţ markeLlna analvslsţ accounLlnaţ salarv deLallsţ personnel
manaaemenLţ lndusLrlal appllcaLlons llke lnvenLorvţ sLock eLc uue Lo Lhe slze and
complexlLv of Lhe daLaţ compuLers become vlLal Lo manaae Lhem effecLlvelvŦ
CompuLers are laraelv emploved as an ºald Lo Lhe manaaemenL" ln admlnlsLerlna
Lhe buslness and commerclal appllcaLlons for fasLer process and beLLer resulLsŦ
CompuLers are emploved ln Lhe followlna buslness appllcaLlons
O 9av roll Ǝ lnvenLorv ConLrol
O SLock SLaLemenL
O 8anks
O 8eservaLlon ln 8all/8us/Alr
O osplLals
O lnsurance companles
O SLock MarkeLs
O CosL and 8udaeL AppllcaLlons
O llnanclal AccounLlna

Informat|on 1echno|ogy he|ps the bus|ness |n the fo||ow|ng aspectsť
O 1o deslan and sLrucLure Lhe CraanlzaLlon
O 1o lncrease efflclencv and quallLv Lhrouah auLomaLed producLlon
processesŦ
O 1o creaLe LleŴups and parLnershlp wlLh supporL servlce provldersŦ
O 1o collecL lnformaLlon requlred for buslness Lhrouah world wlde web
O 1o adopL aroup declslon supporL svsLems for workers who share a
common records
O 1o ellmlnaLe phvslcal documenLs for rouLlne LransacLlon processlna and
subsLlLuLe wlLh elecLronlcs meLhods Lhrouah neLworks
O 1o help ln conLrolllna Lhe oraanlzaLlon and obLaln resulLs reporLsŦ
1he benef|ts |n the bus|ness due to Informat|on 1echno|ogy (I1) are ||sted be|owť
O Alwavs alvlna a compeLlLlve edae
O lncreaslna revenues
O 8educlna cosLs
O lmprovlna proflLs
O lmprovlna quallLv
O CreaLlna new opporLunlLles
O lmprovlna Lhe overall sLrucLure of Lhe oraanlzaLlon
Ŧ n|story of 8anks |n Ind|a
1he anLlquaLed lndlan banklna svsLem has lLs rooLs ln Lhe nlneLeenLh
cenLurvŦ 1he characLer and sLrucLure of Lhe svsLem hasţ howeverţ chanaed
subsLanLlallv slnce 1969ţ when Lhe ma[or banks were naLlonallzedŦ 9rlor Lo
naLlonallzaLlonţ banklna was concenLraLed ln urban areasŦ lL was clear LhaL a
beLLer banklna svsLem was needed Lo promoLe Lhe economlc aoals of Lhe new
lndlan sLaLeŦ 8ural markeLs for lndusLrlal aoods could noL be developed so lona as
monev lendersţ charalna usurlous raLes of lnLeresLţ were Lhe maln source of rural
credlLŦ Moreoverţ Lhe ƌareen revoluLlonƌ depended on Lhe farmer's flndlna of
subsLanLlal sources of credlL Lo pav for ferLlllzers and hvbrld seedsŦ Slnce Lhe mldŴ
1970sţ Lhere has been a specLacular arowLh ln Lhe spaLlal dlsLrlbuLlon of bank
branches and ln Lhe slze of Lhelr deposlLs and advancesŦ
Accordlna Lo experLs ln banklna Lhls LransformaLlon has no parallel
anvwhere ln Lhe world (AnanLharam lverţ 1991)Ŧ AfLer naLlonallzaLlonţ Lhere was
also a chanae ln recrulLmenL pollcvŦ lor Lhe flrsL Llmeţ Lhe doors of Lhe banks were
opened Lo evervoneţ lrrespecLlve of famllv sLaLusţ casLeţ communlLvţ rellalon or
aenderŦ 8ecrulLmenL was placed on a more svsLemaLlc baslsţ wlLh merlL assessed
bv apLlLude LesLs conducLed bv an exLernal aaencv ln a relaLlvelv lmparLlal manner
(ueekshlLţ 1991)Ŧ As Lhe slze of Lhe banklna secLor lncreasedţ Lhe lndusLrv became
dlfflculL Lo manaaeŦ CompuLer Lechnoloav offered a posslble soluLlonŦ uurlna Lhe
laLe 1960s and 1970sţ servlceŴorlenLed lndusLrles such as alrllnesţ rallwavs and
lnsurance companles lnLroduced compuLers Lo ƌlmprove Lhelr funcLlonlnaƌ and ƌLo
provlde beLLer cusLomer servlceƌ (AnanLharam lverţ 1991)Ŧ
8anks ln lndla dld noLţ howeverţ lnLroduce compuLers on a larae scale
because of Lhe fear LhaL Lhese would resulL ln reLrenchmenL and unemplovmenL
(Coodmanţ 1991)Ŧ lor a lona Llme lndlan banks faced verv llLLle compeLlLlon and
operaLed ln a proLecLed economvŦ 1hus no lonaŴLerm pollcv or perspecLlve for Lhe
banklna secLor was formulaLedť lL was slmplv LreaLed as parL of Lhe publlc secLorŦ
1hls ls now chanalnaŦ WellŴcompuLerlzed forelan banks are bealnnlna Lo compeLe
serlouslv wlLh Lhe naLlonallzed banksŦ 1hev alm aL a proflLable and wealLhv parL of
Lhe markeL andţ ln conLrasL Lo Lhe naLlonallzed banksţ do noL recoanlze anv soclal
responslblllLles Lo small accounL holders or Lo a rural and semlŴurban cllenLeleŦ
3Ŧ Informat|on 1echno|ogy |n Commerc|a| 8ank|ng 5ector
ln Lhe flve decades slnce lndependenceţ banklna ln lndla has evolved
Lhrouah 1radlLlonal phase(1786Ŵ1969)ţnaLlonallzaLlon phase(1969Ŵ1980)ţ 9osL
naLlonallzaLlon phase (1980Ŵ1991)ţ 8eform phase(from 1991)Ŧuurlna lourLh
phaseţ also called as 8eform 9haseţ 8ecommendaLlons of Lhe naraslmhan
CommlLLee (1991) paved Lhe wav for Lhe reform phase ln Lhe banklnaŦ lmporLanL
lnlLlaLlves wlLh reaard Lo Lhe reform of Lhe banklna svsLem were Laken ln Lhls
phaseŦ LnLrv of new banks resulLed ln a paradlam shlfL ln Lhe wavs of banklna ln
lndlaŦ 1he arowlna compeLlLlon and arowlna expecLaLlons led Lo lncreased
awareness amonasL banks on Lhe role and lmporLance of Lechnoloav ln banklnaŦ
1he arrlval of forelan and prlvaLe banks wlLh Lhelr superlor sLaLeŴofŴLheŴarL
LechnoloavŴbased servlces pushed lndlan 8anks also Lo follow sulL bv aolna ln for
Lhe laLesL Lechnoloales so as Lo meeL Lhe LhreaL of compeLlLlon and reLaln Lhelr
cusLomer baseŦ lndlan banklna lndusLrvţ Lodav ls ln Lhe mldsL of an l1 revoluLlonŦ
ComblnaLlons of reaulaLorv and compeLlLlve reasons have led Lo lncreaslna
lmporLance of LoLal banklna auLomaLlon ln Lhe lndlan 8anklna lndusLrvŦ
lnformaLlon 1echnoloav has baslcallv been used under Lwo dlfferenL
avenues ln 8anklnaŦ Cne ls CommunlcaLlonţ ConnecLlvlLv and oLher ls 8uslness
9rocess 8eenalneerlnaŦ lnformaLlon Lechnoloav enables sophlsLlcaLed producL
developmenLţ beLLer markeL lnfrasLrucLureţ lmplemenLaLlon of rellable
Lechnlques for conLrol of rlsks and helps Lhe flnanclal lnLermedlarles Lo reach
aeoaraphlcallv dlsLanL and dlverslfled markeLsŦ ln vlew of Lhlsţ Lechnoloav has
chanaed Lhe conLours of Lhree ma[or funcLlons performed bv banksţ lŦeŦţ access Lo
llquldlLvţ LransformaLlon of asseLs and monlLorlna of rlsksŦ lurLherţ lnformaLlon
Lechnoloav and Lhe communlcaLlon neLworklna svsLems have a cruclal bearlna on
Lhe efflclencv of monevţ caplLal and forelan exchanae markeLsŦ
1he SofLware 9ackaaes for 8anklna AppllcaLlons ln lndla had Lhelr
bealnnlnas ln Lhe mlddle of 80sţ when Lhe 8anks sLarLed compuLerlzlna Lhe
branches ln a llmlLed mannerŦ 1he earlv 90s saw Lhe plummeLlna hardware prlces
and advenL of cheap and lnexpenslve buL hlahŴpowered 9Cs and servers and
banks wenL ln for whaL was called 1oLal 8ranch AuLomaLlon (18A) 9ackaaesŦ 1he
mlddle and laLe 90s wlLnessed Lhe Lornado of flnanclal reformsţ dereaulaLlonţ
aloballzaLlon eLc coupled wlLh rapld revoluLlon ln communlcaLlon Lechnoloales
and evoluLlon of novel concepL of ƌconveraenceƌ of compuLer and communlcaLlon
Lechnoloalesţ llke lnLerneLţ moblle / cell phones eLcŦ









NLLD ICk 1nL 51UD¥
lor a lona Llmeţ lndlan banks faced verv llLLle compeLlLlon and operaLed ln a
proLecLed economvŦ nowţ wellŴcompuLerlzed forelan banks are bealnnlna Lo
compeLe serlouslv wlLh Lhe naLlonallzed banksŦ 8anks whlch use l1 malnlv focus
on Lhree areas vlzŦ MeeLlna a cusLomer's servlce expecLaLlonsţ cuLLlna down Lhe
cosLsţ manaalna dvnamlc compeLlLlve envlronmenLŦ lor Lhlsţ Lhe banks are
venLurlna lnLo new flnanclal producLs and servlce opLlons LhaL would help Lhem
arow wlLhouL loslna exlsLlna cusLomersŦ And anv new flnanclal producL or servlce
LhaL a bank offers wlll be lnLrlnslcallv relaLed Lo LechnoloavŦ
AuLomaLlon ls Lhe baslc Lhlna LhaL banks need Lo have ln placeŦ lL lnvolves a
comblnaLlon of cenLrallzed neLworksţ operaLlonsţ and a core banklna appllcaLlonŦ
AuLomaLlon enables banks Lo offer 24x7x363 servlce uslna lesser manpowerŦ 8uL
Lo be reallv compeLlLlveţ banks need Lo Lhlnk bevond [usL baslc auLomaLlonŦ ln
Lhls conLexL Lhls sLudv has become verv vlLal Lo flnd ouL Lhe percepLlon of Lhe
cusLomer ln Lhelr operaLlons wlLh Lhe banksŦ 1hereforeţ Lhls pro[ecL ls drafLed Lo
sLudv Lhe lmpacL of lnformaLlon 1echnoloav on Lhe funcLlonlna of commerclal
banks and cusLomer percepLlon Lowards Lechnoloav servlces wlLh reference Lo
1L SCu1 lnulAn 8Ank LLdŦ






C8ILC1IVL5 CI 1nL 51UD¥
1o analvze Lhe Lechnoloav servlces offered bv bankŦ
1o sLudv Lhe awareness of cusLomer Lowards Lechnoloav
servlcesŦ
1o sLudv Lhe facLor whlch lnduced Lhe cusLomer Lo use Lhe
Lechnoloav servlces provlded bv Sl8
1o analvze Lhe problem faced bv Lhe cusLomer on uslna
Lechnoloav servlces
1o suaaesL some remedlal measures Lo lmprove Lechnoloav
servlces


5CCÞL CI 51UD¥
Scope ls llmlLed Lo bank cusLomersŦ








LIMI1A1ICN5 CI 1nL 51UD¥

1Ŧ 1he CusLomers consldered for Lhls sLudv are from Lhe SouLh lndlan bankŦ
2Ŧ 1he flndlnas of Lhe sLudv are fullv based on Lhe facLs collecLed from Lhe
cusLomers alona wlLh Lhelr vlews on varlous servlces offered bv souLh
lndlan bank Lo Lhelr cusLomers
3Ŧ 1he CusLomers are noL verv much lnLeresLed Lo answer our quesLlons
4Ŧ lL ls verv dlfflculL Lo explaln abouL Lhe concepL Lo Lhe low level cusLomersŦ









ML1nCDCLCG¥
kL5LAkCn ML1nCDCLCG¥
1he presenL sLudv has adopLed boLh descrlpLlve and analvLlcal
meLhodoloalesŦ 1he descrlpLlve meLhodoloav has been focused on revlew ln Lhe
llLerarv evldences LhaL are avallable Lhrouah exLernal and lnLernal sourcesŦ As Lhe
sLudv ls based on Lhe awareness and Lhelr saLlsfacLlonŦ MeasuremenL of
saLlsfacLorv level ls wlLh respecL Lo varlous servlce lnaredlenLsŦ ence Lhe
analvLlcal process has become lnevlLableţ resulLlna ln Lhe adopLlon of analvLlcal
meLhodoloavŦ
1Ŧ Þr|mary Datať
A quesLlonnalre has been deslaned ln four seamenLs conslsLlna of
personal daLaţ deLermlnanL of cusLomer saLlsfacLlonţ servlces provlded bv
Lhe bank and famlllarlLv of lnformaLlon Lechnoloav Lo cusLomersŦ 1hls
research has prlmarllv been based on Lhe prlmarv daLa collecLed from Lhe
selecL respondenL cusLomers of 1he SouLh lndlan 8ank ln 1ambaramţ
ChennalŦ 1he oral lnLervlew has also been conducLed wherever necessarv
Lo add clarlLv Lo cerLaln kev lssuesŦ
Ŧ 5econdary Datať
ln Lhe secondarv daLa Lhe lnformaLlon collecLed from Lhe bank and
also from lnLerneLŦ


5AMÞLL 5I2L
1he number of respondenL cusLomers declded for Lhe sLudv ls 100Ŧ

DA1A CCLLLC1ICN ML1nCD
100 cusLomers are selecLed aL random from each seamenL vlzţ educaLlonţ
aender and Lhelr occupaLlonŦ All Lhe 100 respondenL cusLomers have been served
wlLh prlnLed quesLlonnalreŦ 1he respondenL vlews have been consldered for
furLher analvslsŦ
ÞkCCL55ING CI DA1A
1he collecLed prlmarv daLa was classlfled analvzed and LabulaLedţ ple
dlaaram and bar dlaaram ls used Lo explaln Lhe LabulaLlons clearlvŦ llndlnasţ
suaaesLlons and llmlLaLlons derlved from Lhe LabulaLlon have been analvzed
dellberaLelv







5CnLML CI CnAÞ1LkI2A1ICNť
1he enLlre Lhesls conslsLs of Lhe followlna elahL chapLersŦ 1he flrsL and
second chapLer conLalns llsL of Lables and charLŦ 1he Lhlrd chapLer deals wlLh
lnLroducLlon whlch conLalns lnformaLlon 1echnoloav ln Modern eraţ lsLorv of
8anks ln lndlaţ lnformaLlon 1echnoloav ln Commerclal bankţ needs for Lhe sLudvţ
ob[ecLlves of sLudvţ scope of Lhe sLudvţ llmlLaLlonţ MeLhodoloav and schemes of
ChapLerlzaLlonŦ 1he fourLh chapLer has been marked for bank proflle and
1echnoloav lssues and concernsŦ 1he flfLh chapLer deals wlLh revlew of llLeraLureŦ
1he varlous sLudles relaLed Lo banks ln lndla and abroad were dlscussed ln Lhls
chapLerŦ 1he slxLh chapLer deals wlLh analvsls and lnLerpreLaLlonŦ 1he sevenLh
chapLer ls relaLed Lo summarv of flndlnasţ suaaesLlons and concluslonŦ llnallv
elahLh chapLer ls for reference and quesLlonnalreŦ
avlna dlscussed abouL Lhe 8esearch problemţ Cb[ecLlvesţ vpoLheslsţ
8esearch meLhodoloavţ LlmlLaLlons of Lhe sLudvţ Scheme of ChapLerlzaLlonţ Lhe
nexL chapLer ls dedlcaLed Lo Lhe proflle of 1he SouLh lndlan 8ankŦ










.A ST0BY 0N C0ST0NER PERCEPTI0N T0WARBS TECBN0L0uY
SERvICES - S00TB INBIAN BANK, TANBARAN
00ESTI0NNAIRE
PR0FILE 0F TBE C0ST0NER:
1Ŧ Name ŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŦ
Ŧ Age ŧŧŧŧŧŧŦ
3Ŧ Lducat|on
lah school 30
8achelor 33
MasLer dearee 28
uocLoraLe dearee 7 1C1ALť 100
4Ŧ Cccupat|on
CovernmenL 13
9rlvaLe 38
Self Ŷ Lmploved 13
SLudenL 13
CLhers 17 1C1ALť 100
Ŧ Leve| of |ncome
Less Lhan 1ţ00ţ000
8eLween 1ţ00ţ000 Ŷ 2ţ00ţ000
More Lhan 2ţ00ţ000
Ŧ Loca||ty
8uslness Area
Servlce Area
Ŧ Gender
Male 63
lemale 33 1C1ALSť 100
Ŧ 1ype of 8us|ness
ManufacLurlna
Assembllna
1rade
ConsLrucLlon
ulsLrlbuLlon/1ransporLaLlon

9Ŧ 1ype of account ŧŧŧŧŧŧŧŧŧŧŧŧŦ

INBICATE Y00R LEvEL 0F AWARENESS IN TBE F0LL0WINu TECBNICAL SERvICES
10Ŧ Wh|ch of the fo||ow|ng techno|ogy serv|ces do you prefer?
1LCnNICAL 5LkVICL5 VLk¥
GCCD
GCCD AVLkAGL ÞCCk VLk¥
ÞCCk
1C1AL
A1M 92 6 1 1 0 100
CredlL Card 48 33 13 4 0 100
lnLerneL 8anklna 64 28 7 1 0 100
LlecLronlc 8lll 9avmenL 62 27 9 2 0 100
Cnllne 8rokeraae 43 23 29 2 1 100
Cnllne dellverv of flnanclal
producLs
42 29 23 4 0 100
uownloadlna LransacLlon
lnformaLlon
63 27 10 0 0 100
Loan AppllcaLlon 41 33 23 1 0 100
Moblle 8anklna 47 39 13 1 0 100
1ele 8anklna 33 33 14 0 0 100
LlecLronlc lund 1ransfer (Ll1) 69 21 8 1 1 100
1he LlecLronlc clearlna
SvsLem (CredlL)
37 32 8 1 2 100
1he LlecLronlc Clearlna
SvsLem (ueblL)
49 40 8 1 2 100
naLlonal LlecLronlc lund
1ransfer SvsLem (nLl1)
64 26 9 0 1 100
8eal Ŵ 1lme Cross SeLLlemenL
SvsLem (81CS)
63 23 9 0 1 100













N0TIvATI0N FACT0RS
11Ŧ What are mot|vat|on factors encourag|ng you to prefer a part|cu|ar
1echno|ogy serv|ces? (kate accord|ng|y)
IAC1Ck5 51kCNGL¥
AGkLL
AGkLL UNDL5IkLD DI5AGkLL 51kCNGL¥
DI5AGkLL
1C1AL
lŦ CosL Ŷ LffecLlve 34 31 13 1 1 100
llŦ ConvenlenL
AccesslblllLv
67 30 2 1 0 100
lllŦ 9rovlde AccuraLe
lnformaLlon
60 37 2 1 0 100
lvŦ 9rovlde securlLv for
LhreaLs Lo lose
lnformaLlon
34 36 8 2 0 100
vŦ 9rovlde LfflclenL
servlces
37 33 3 3 0 100
vlŦ lacLor Lasv Lransfer
reduces paper work
30 29 7 14 0 100
vllŦ 9rlvacv 44 48 8 0 0 100
vlllŦ ldden CosLs 38 30 10 2 0 100
lxŦ 8lsk of cvber crlme 37 32 10 1 0 100
xŦ Lack of awareness 61 30 9 0 0 100
xlŦ Lack of unlformlLv 37 34 9 0 0 100
xllŦ Lack of coveraae of
servlces ln all Lhe
branches
Lechnoloav fallure/
breakdown
67 24 3 2 2 100
1Ŧ now wou|d you rate the factors wh||e se|ect|ng techno|ogy serv|ces?
IAC1Ck5 51kCNGL¥
AGkLL
AGkLL UNDL5IkLD DI5AGkLL 51kCNGL¥
DI5AGkLL
1C1AL
CapLure Culdance and
supporL
71 27 1 1 0 100
9ollLeness and
osplLallLv
37 31 1 11 0 100
andllna cusLomer
Crlevances
33 34 3 7 1 100
lmprovlna SecurlLv
SLandards
33 31 3 9 0 100
ueveloplna and 63 28 2 3 0 100
deplovmenL of user
frlendlv servlces
Craphlcal Screens 31 41 4 3 1 100
9roper ConnecLlvlLv /
MalnLenance
62 27 3 8 0 100
8eaulaLorv and
supervlsorv AuLhorlLv
30 42 3 3 0 100
SLrlcL conLrol /
vlallance
63 28 1 8 0 100
13Ŧ k|nd|y kate the fo||ow|ng w|th re4gards to the serv|ces prov|ded by your
bankŦ
5LkVICL5 LkCLLLLN1 VLk¥
GCCD
AVLkAGL 8AD VLk¥
8AD
1C1AL
aŦCusLomer auldance / supporL
(advlsorv servlcesţ clarlflcaLlon of
cusLomer doubLs)
64 27 9 0 0 100
bŦandllna of cusLomer arlevances
(complalnLs)
42 41 14 3 0 100
cŦ MeLhod of lmposlna servlce
charaesţ flnes and penalLles
33 32 4 8 3 100
dŦSpeedţ prompLness and accuracv
ln LransacLlon
32 33 12 3 0 100
eŦSafeLv of lnvesLmenLs 32 44 4 0 0 100
fŦ Confldence of accounL and
LransacLlons
33 38 7 2 0 100
aŦ varleLv of servlces offered 30 33 13 0 2 100
hŦ1he lnfrasLrucLure faclllLles llke
parklnaţ cafeLerlaţ A1Mţ eLc
37 28 11 2 2 100
lŦ 8anks neLwork and faclllLles Lo
operaLe accounL from anv parL of
Lhe counLrv / Clobe
33 30 13 2 0 100
[Ŧ Convenlence ln operaLlna Lhe
accounL
37 33 9 1 0 100
kŦ CommunlcaLlon and provldlna
prompL lnformaLlon(reaardlna
cusLomer accounLsţ seLLlemenL of
duesţ avallablllLv of new servlcesţ
eLc
38 33 6 0 1 100

14Ŧ Issues Ǝ 1echno|ogy serv|ces by Ind|an 8anksť 5ome 5urvey Lv|denceŦ

1LCnNCLCG¥ MC51
kLA5CNA8LL
kLA5CNA8LL UNDLCIDLD UNkLA5CNA8LL MC51
UNkLA5CNA8LL
1C1AL
A1M 87 12 1 0 0 100
CredlL Card 43 48 6 1 0 100
lnLerneL 8anklna 63 31 4 0 0 100
LlecLronlc 8lll
9avmenL
71 26 3 0 0 100
Cnllne 8rokeraae 46 30 16 8 0 100
Cnllne dellverv of
flnanclal
producLs
43 26 19 8 2 100
uownloadlna
LransacLlon
lnformaLlon
39 30 9 2 0 100
Loan AppllcaLlon 46 40 12 2 0 100
Moblle 8anklna 69 28 3 0 0 100
1ele 8anklna 38 33 7 0 0 100
LlecLronlc lund
1ransfer (Ll1)
70 23 3 0 0 100
1he LlecLronlc
clearlna SvsLem
(CredlL)
48 43 6 1 0 100
1he LlecLronlc
Clearlna SvsLem
(ueblL)
33 36 9 2 0 100
naLlonal
LlecLronlc lund
1ransfer SvsLem
(nLl1)
61 29 8 2 0 100
8eal 1lme Cross
SeLLlemenL
SvsLem (81CS)
64 30 6 0 0 100



1Ŧ Wh|ch type of prob|em do you genera||y face wh||e us|ng 1echno|ogy
serv|ces?(Þ|ease kank)
1ŦlnadequaLe knowledae 1C1ALť 31 8Ankť 7
2ŦLack of knowledae reaardlna 1C1ALť 33 8Ankť 6
use of 1echnoloav Servlce
3ŦLack of lnfrasLrucLure 1C1ALť 64 8Ankť 1
4ŦunsulLable locaLlon of A1Ms 1C1ALť 62 8Ankť 2
3Ŧnumber of A1Ms are noL sufflclenL 1C1ALť 38 8Ankť 4
6Ŧ9oor neLwork 1C1ALť 61 8Ankť 3
7Ŧ1lme consumlna 1C1ALť 34 8Ankť 3
8Ŧno problem aL all 1C1ALť 32 8Ankť 8
1Ŧ What the bank shou|d do to make the bank customers aware about
techno|ogy of the banks |n your op|n|on?(Þ|ease kank the fo||ow|ng)
1ŦConducL more Lralnlna proarammes 1C1ALť 84 8Ankť 3
for bank cusLomers
2Ŧuemo Ŷ fares reaardlna 1echnoloav 1C1ALť 83 8Ankť 4
3ŦlnformaLlon / uemo aL Lhe counLer 1C1ALť 90 8Ankť 1
4ŦMore adverLlsemenLs 1C1ALť 90 8Ankť 1
3Ŧ9ersonal conLacL proarams 1C1ALť 86 8Ankť 3
1Ŧ now many t|mes do you v|s|t a bank phys|ca||y for bank transact|on |n a
month |n add|t|on to access|ng 1echno|ogy serv|ces?
1ŦCccaslonalv once
2Ŧ2 1o 3 1lmes
3Ŧ6 Lo 10 Llmes
4Ŧ11 Lo 13 Llmes
3ŦMore Lhan 13 Llmes a monLh
1Ŧ Ior what purpose do you v|s|t your bank phys|ca||y? (Þ|ease kank bas|s of
ma[or|ty)
1Ŧlor meaa Ŷ slze deposlLs 1C1ALť 86 8Ankť 3
2Ŧlor meaa Ŷ slze wlLhdrawals 1C1ALť 84 8Ankť 4
3Ŧlor maklna complalnLs 1C1ALť 83 8Ankť 3
4ŦAnv oLher purpose 1C1ALť 83 8Ankť 3
3Ŧlor aeLLlna loans / advances 1C1ALť 87 8Ankť 2
6Ŧ1o access lockers 1C1ALť 83 8Ankť 6
7Ŧ1o aeL new lnformaLlon 1C1ALť 93 8Ankť 1


37
24
31
7
1
19Ŧ kate the fo||ow|ng statements of prob|em re|ated to 1echno|ogy serv|cesŦ
IAC1Ck5 51kCNGL¥
AGkLL
AGkLL UNDL5IkLD DI5AGkLL 51kCNGL¥
DI5AGkLL
1C1AL
lŦ 1echnoloav do noL
ensure prlvacv
48 24 4 19 3 100
llŦ 1echnoloav ensure
more Lransparencv
33 44 8 13 0 100
lllŦ 1echnoloav are
creaLlna more
confuslon for
cusLomers
36 21 14 9 0 100
lvŦ 1echnoloav have
brlahL fuLure ln
alobal aae
70 22 8 0 0 100
vŦ 1echnoloav lmprove
Lhe quallLv of
cusLomer servlces ln
banks
37 29 9 3 0 100
vlŦ 1echnoloav are
necessarv ln Lhe
compeLlLlveţ alobal
and new economv
of lndla
64 28 8 0 0 100
vllŦ 1echnoloav make
onllne purchase of
aoods and servlces
easler
37 30 8 3 0 100
vlllŦ 1echnoloav are
creaLlna more soclal
relaLlons amona Lhe
bank cusLomers and
bank emplovees
60 28 7 3 0 100
lxŦ 1echnoloav are
fulfllllna our all
requlremenL ln eŴ
aae
33 27 20 0 0 100
xŦ LŴ8anks charae
more hldden cosL
30 23 23 2 0 100
xlŦ More formallLles
are requlres Lo aeL
73 19 8 6 0 100
Lechnoloav lssued
from Lhe banks
xllŦ Cnllne banklna
helps Lo manaae
LransformaLlon ln
1banks more
efflclenLlv
64 29 7 0 0 100
xlllŦ SmarL Card
someLlme creaLes
Lechnlcal hurdles Lo
make pavmenLs
63 18 16 1 0 100
0Ŧ Þ|ease suggest your op|n|on to |mprove techno|ogy serv|cesŦ
ŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŦ
ŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŧŦŦ
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