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MANAGEMENT (APPROVED BY AICTE, GOVT OF INDIA) (EQUIVALENT TO MBA) ACCADEMIC SESSION (2007-2009) Submitted To: Proff. Timira Shukla
(Chair Person PGDBM)
Submitted By: SIDDHARTH AGARWAL BM 07149
INSTITUTE OF MANAGEMENT STUDIES C-238, BULANDSHAR ROAD, LAL QUAN, G.T.ROAD GHAZIABAD-201009
A Project report is an assessment of one’s great skill and aptitude. One needs to devote in immense patience, time and brains for the compilation of one such rewarding outcome of true efforts. I am indeed thankful to honorable Director Sir (IMS, Ghaziabad), Dr. R. K. Bhardwaj who has provided the wonderful opportunity of getting exposed to industrial and business working know-how. This study enabled me to analyze and understand the gaining foothold internet banking system in banking senario. This opportunity availed has immensely enhanced my own creativity and diversified my thought process by taking a deep insight of various Banks in the NCR region and the growing inclination of the Indian customer toward internet banking based on a number of parameters. I would like to render my sincere heartfelt gratitude to my Project Mentor Prof. Timira Shukla (Chairperson PGDBM) for her immense encouragement, guidance and invaluable lecture sessions both before and throughout my Dissertation. SHe has been an inspirational mentor guiding me through every step of my project, thus making the entire Dissertation a complete learning process. Never the last I would take the opportunity to thank the concerned bank officials for providing me with the necessary and relevant information. A word of thanks to the customers for giving in their invaluable time and being a part of the survey.
TO WHOMSOEVER IT MAY CONCERN
This is to certify that Mr. SIDDHARTH AGARWAL student of PGDBM (2007-2009) I.M.S Ghaziabad has done his dissertation under my guidance and supervision. He has completed the project titled ““Customer perception towards Internet banking w.r.f to private and foreign banks in India (use of MDS)” For the partial fulfillment of PGDBM under my supervision. During his project he was found to be very sincere and attentive to small details whatsoever told to him. I wish him luck and success in future.
Under the guidance of: Prof.Timira Shukla Chair Person PGDBM
faculty. Transferring funds between accounts 4. process. Management education in India gained momentum in the early seventies. Requesting credit card advances 5. Also Banks cannot risk loosing customers to competitors within the aggressive competition in the banking industry around the world. The need for market analysis. Moreover Internet delivery offers customized service to suit the needs and the likes of each user. concepts. deliver. Managing investments and stocks trading From a bank’s perspective. using the Internet is more efficient than using other distribution mediums because banks are looking for an increased customer base.PREFACE. Banking is a highly information intensive activity that relies heavily on information technology (IT) to acquire. materials and pedagogy were borrowed from the Western collaborators. Banks used the Internet technology as a strategic weapon to revolutionize the way they operate. Using multiple distribution channels increases effective market coverage by enabling different products to be targeted at different demographic segments. In the early stages. nonprofit making organizations and non-enterprise management. but also to newer areas like rural development. and compete against each other. Mass customisation happens effectively through Online Banking. Ordering checks 6. Checking account balance and transaction history 2. It reduces cost and replaces time spent on routine errands with spending 4|Page . As a result Online Banking was introduced as a channel where bank customers could perform their financial transactions electronically via their banks’ Web sites. Paying bills 3. strategy and decision making and the need for contextual relevance of the application of quantitative techniques to developing countries has been increasingly felt because management principles are not only being applied to business and industry. and deliver the information to all relevant customers. An Online Banking user is expected to perform at least one of the following transactions online: 1.
set-up cost. smaller infrastructure demands. legal issues. Online Banking provides a convenient and effective way to manage finances that is easily accessible 24 hours a day. compared with other banking channels. And for customers there are security and privacy issues 5|Page . and lack of personal contact with customers.time on business errands. Online Banking means less staff members. In addition information is up to date. Nevertheless Online Banking has disadvantages for banks like how to work the technology. seven days a week. From the customers’ perspective.
28 CHAPTER4: LIMITATION……………………………………….1 INTRODUCTION ……………………………….3 LITERATURE SURVEY………………………….29 CHAPTER5: BIBLOGRAPHY…………………………………....2 OBJECTIVE OF THE STUDY……………………..32 6|Page .4 CHAPTER 1: EXECUTIVE SUMMARY………………………….8 1.11 1. 30 CHAPTER5: ANNEXURE………………………………………..TABLE OF CONTENT PREFACE ……………………………………………………………………..17 CHAPTER 3: CONCLUSION AND RECOMMENDATION……..15 CHPATER 2: DATA ANALYSIS AND INTERPRETATION 2..12 1.9 1.1 ANALYSIS………………………………………....4 RESEARCH METHODOLOGY………………….
..18 FIGURE3…………………………………………………….27 FIGURE FIGURE1…………………………………………………….20 TABLE5…………………………………………………….22 FIGURE7……………………………………………………..19 FIGURE4……………………………………………………. TABLE1…………………………………………………….18 TABLE3……………………………………………………. 27 TABLE7…………………………………………………….26 7|Page ..20 FIGURE5…………………………………………………….23 FIGURE8……………………………………………………...17 FIGURE2…………………………………………………….17 TABLE2……………………………………………………..21 FIGURE6…………………………………………………….19 TABLE4…………………………………………………….. 21 TABLE6…………………………………………………….LIST OF TABLES AND FIGURES TABLES PAGE NO.
Although many major banks have started offering i-banking services. This a matter of concern for a banks what are the causes why this is happening. are particularly careful about high risk expectation during money transfers from and between accounts. Pune. Approximately 17% of female use internet banking. and therefore. the slow pace will continue until the critical mass is achieved for PC.e. As per IAMAI and Icube. Another day and another number. psychological and safety risks among customer not using the internet was more meaningful than those using internet banking. Surat and Nagpur. Delhi. 8|Page . the number of active Internet user (i. Hyderabad. Only 37% of Indian Internet users come from Top 10 cities i. 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. Bangalore. However.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. but the rise in the age the level of users become low.EXECUTIVE SUMMARY 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. Calcutta. Customers not preferring to use internet banking thought that they would be swindled when using this service. This study is basically to know the relation of various independent variables on the customer usage of internet for banking. Mumbai. internet connections and telephones. Ahmedabad. Private and foreign banks are trying to turn more and more customer towards the usage if internet for the banking transaction. Chennai. But then to there is a fear in mind of customer using internet as a medium for the banking transaction. Maximum of the person who are going on for internet banking lies in the age bracket of 26-35.
Personal Computers including the Automated Teller Machines. India has become one of the most preferred banking destinations in the world.INTRODUCTION 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. In true Internet banking. The reasons are numerous: the economy is 9|Page . keeping. to withdraw cash or deposit a cheque or request a statement of accounts. With the popularity of PCs. services and efficiency. It is an institution for receiving. credit union. and lending money. private networks. been using electronic and telecommunication networks for delivering a wide range of value added products and services. although the range of products and services offered by different banks vary widely both in their content and sophistication. etc. This form of banking is generally referred to as Internet Banking. 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. India’s banking sector is growing at a fast pace. public networks etc and the devices include telephone. easy access to Internet and World Wide Web (WWW). thus. any inquiry or transaction is processed online without any reference to the branch (anywhere banking) at any time. The delivery channels include direct dial – up connections. The net banking. 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. Internet is increasingly used by banks as a channel for receiving instructions and delivering their products and services to their customers. over a long time. Providing Internet banking is increasingly becoming a "need to have" than a "nice to have" service. Need for internet banking: One has to approach the branch in person. They have.
hence. being the efficient and cost effective delivery mechanism of banking services. customers’ privacy. to this new technology. Bank credit is growing at 30% per annum and there is an everexpanding middle class of between 250 and 300 million people (larger than the population of the US) in need of financial services. Internet banking is nothing more than traditional banking services delivered through an electronic communication backbone. Some of the distinctive features of i-banking are: 1. A new form of competition has emerged both from the existing players and new players of the market who are not strictly banks. This has raised the question of jurisdiction of law / supervisory system to which such transactions should be subjected. Foreign banks in India achieving a return on assets (ROA) of 3%. in the process it has thrown open issues which have ramifications beyond what a new delivery channel would normally envisage and. It has added a new dimension to different kinds of risks traditionally associated with banking. which have all along been concerns of both bankers and supervisors have assumed different dimensions given that Internet is a public domain. It removes the traditional geographical barriers as it could reach out to customers of different countries / legal jurisdiction. 3. 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 10 | P a g e . not subject to control by any single authority or group of users. 2. It poses a strategic risk of loss of business to those banks who do not respond in time. 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.. Internet. viz.growing at a rate of 8%. All this enables double-digit returns on most asset classes which is not so in a majority of other countries. Security of banking transactions. etc. 5. heightening some of them and throwing new risk control challenges. From the perspective of banking products and services being offered through Internet. 4. validity of electronic contract. has compelled regulators world over to take note of this emerging channel. But.
OBJECTIVE OF THE STUDY • • • Perceptual mapping of internet banking users. Private and foreign banks are trying to turn more and more customer towards the usage if internet for the banking transaction. 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 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. Maximum of the person who are going on for internet banking lies in the age bracket of 26-35. This study is basically to know the relation of various independent variables on the customer usage of internet for banking. the slow pace will continue until the critical mass is achieved for PC.showed that risk perceptions in terms of financial. the number of active Internet user (i. Surat and Nagpur. are particularly careful about high risk expectation during money transfers from and between accounts. internet connections and telephones. and therefore. Mumbai. Calcutta.e. This a matter of concern for a banks what are the causes why this is happening. As per IAMAI and I-cube. But then to there is a fear in mind of customer using internet as a medium for the banking transaction. Delhi. but the rise in the age the level of users become low. Chennai. Customers not preferring to use internet banking thought that they would be swindled when using this service. Although many major banks have started offering i-banking services. Pune. Only 37% of Indian Internet users come from Top 10 cities i. 11 | P a g e . psychological and safety risks among customer not using the internet was more meaningful than those using internet banking. Approximately 17% of female use internet banking. Another day and another number. To know the cause why customers are not using internet banking To know which age group of customers is using different e-banking facilities.e. However. Ahmedabad. Bangalore. Hyderabad.
attention and credibility. 22% haven’t started because they don’t know how to 12 | P a g e . 43% of online banking user haven’t started online financial transaction because of security reasons. By means of an Exploratory Factor Analysis (EFA) and a Confirmatory Factor Analysis (CFA). Jayawardhena (2004) transforms the original SERVQUAL scale to the internet context and develops a battery of 21 items to assess service quality in ebanking.or supply-led quality definition is rather internal than external. From the provider perspective. but the banking system are upgrading and bringing many electronic banking medium for customers so that banking can be made more convenient. feedback and complaint management. ease of use. queue management. efficiency. 1994). It lays emphasis on the importance of the management and the supply-side quality. They found six underlying dimensions of e-banking service quality such as convenience and accuracy. communication. 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. accuracy. security and divers features. access. 39% haven’t started because they prefer face to face. these 21 items are condensed to five quality dimensions: access. understanding the customer. timeliness. courtesy. trust. credibility.  IAMAI report on online banking 2006. They also suggested that some dimensions such as responsiveness.LITERATURE REVIEW In India still there is lack of users for internet as a medium for banking purpose. Jun and Cai (2001) identified 17 service quality dimensions of i-banking service quality. collaboration. website interface. accessibility and customization. and it is defined as conformance to requirements. (1999) investigated the influence of internet on the delivery of banking services. These are reliability. continuous improvement. competence. aesthetics. there are target quality and delivered quality. and there is an important role of the process in determining the quality of outcome (Ghobadian.  Joseph et al. The focus of process. content. responsiveness. reliability and access are critical for both traditional and internet banks.
1999). Maximum numbers of online banking users are male and maximum of them are in age the group of 25-35. Meuter and his colleagues (2000) suggested investigating what drives business customer satisfaction or dissatisfaction with technologydriven services. According to Gönroos (1982).e. 17% only. Kotak Securities. 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. Only 37% of Indian Internet users come from Top 10 cities i. More than 60% of the people who are having account with have accounts in 3-4 banks. Mumbai. for 10% sites are not user friendly and for 2% banks are not providing the facility of internet banking.7% by mid. Hyderabad. it was expected to reach 90 lakh by 2003. Given that business-to-business transactions are the fastest growing segment of technology-driven services (Hof. According to a research report.use. India's Internet user base was an estimated 9 lakh.  Meuter et al. (2000) have identified critical incidents of customer satisfaction and dissatisfaction with technology-based service encounters.e. 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. Ahmedabad. while only 1% of these Internet users utilized the Internet banking services in 1998.2000. Calcutta.e. Chennai. around 50% were either offering Internet banking services at various levels or planned to in the near future. Because customers perceive Internet banking service quality 13 | P a g e . Also. Numbers of female users are very less i. According to research 68% of the customers can not say that when they will be starting the financial transactions through internet. Delhi. Pune. a Reserve Bank of India survey revealed that of 46 major banks operating in India. the Internet banking user base increased to 16. the number of active Internet user (i. 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).  The Indian Internet Banking Journey In 2001.) while in 2001. Bangalore. As per IAMAI and I-cube. Another day and another number. May 2000.( India Research. Surat and Nagpur.
14 | P a g e . 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. finacial risk.based on relatively standardized outcomes determined by online systems. performance risk. 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. It is generally considered that risk perception could be higher for electronic banking services. psychological risk and safety/confidentiality risk. Risk perception can be of six different types: time risk.
the correlation study which investigates the relationship between variables. Descriptive research is also called Statistical Research. to developmental studies which seek to determine changes over time. Here we also tried to find out the main cause why there is perceptual blocking of the Indian customers towards internet banking. The idea behind this type of research is to study frequencies. it does not gather the causes behind a situation. Although this research is highly accurate. averages. Journals. The main goal of this type of research is to describe the data and characteristics about what is being studied. 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. The methods involved range from the survey which describes the status quo. and other statistical calculations.RESEARCH METHODOLOGY RESEARCH TYPE We use descriptive research and exploratory research design in our studies. Surveys 15 | P a g e . • • • • procedure • • • • Design of procedure for information collection Collection of information Analysis of information Generalizations and/or predictions 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 DATA COLLECTION Primary Data: Structured Questionnaire Secondary Data: Online Database.
Though almost impossible to treat rigorously. To sample friends. 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 16 | P a g e .SAMPLING We have used convenience sampling technique. or shoppers at a single mall. it is the method most commonly employed in many practical situations. are all examples of convenience sampling. Sometimes called grab or opportunity sampling. Members of the population are chosen based on their relative ease of access. It is also called haphazard or accidental sampling. co-workers. this is the method of choosing items arbitrarily and in an unstructured manner from the frame.
17 | P a g e . 3%don’t own. similarly % between 26-35 own an internet of 51% while 1 %don’t own internet.DATA ANALYSIS AND INTERPRETATION Q1) age 18-25 26-35 36-45 46-60 61-+ own a internet 27 51 20 8 1 don’t have internet 3 1 2 4 3 Table 1 Figure1 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%. 36-45 own an internet of 20% while 2%don’t own. Finally we can see that age group 26-35 own maximum % of internet. 61and above own 1 %internet. 46-60 own 8%internet while 4% don’t own.
18 | P a g e . finally we can the age group between 26-35 are the maximum users of the internet . 46-60and 61 and above have started using internet in recent .Q2) The time 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 18-25 26-35 36-45 46-60 61-+ A) less then a month 3 0 0 0 1 A) 1 to 6 months 2 0 3 2 3 A) 6 to 12 months 12 15 0 8 0 Table 2 Figure2 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.
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 18-25 26-35 36-45 46-60 61-+ <1 11 4 2 4 5 1 to 3 14 1 3 8 0 3to8 10 3 2 2 0 8to12 3 8 4 2 0 12+ 2 26 5 1 1 Table3 Figure3 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 . 19 | P a g e .
Q4) the main reason that you typically visit your bank branch (please choose the single most important reason)? • to make a deposit • to get advice for investment options • to inquire about a balance • to withdraw cash • other age 18-25 26-35 36-45 46-60 61-+ deposit 10 10 3 4 1 Advice 8 4 0 4 0 balance 13 7 4 5 2 withdrawal 7 17 7 4 3 Others 2 4 2 0 0 Table 4 Figure4 From the above interpretation we can say that the reason for visiting bank maximum no. 20 | P a g e . of time is basically is for the cash withdrawl that to is done by the agr group between 26-35 that is of 17.
21 | P a g e . mobile expcept to the person who belong to the age group of 61 and above . telephone .Q5) the e-banking facilities provided by your bank? • • • • • age 18-25 26-35 36-45 46-60 61-+ ATM Online banking Telephone banking Mobile banking SMS banking atm 20 10 2 14 5 online 21 29 16 25 2 telephone 12 14 2 2 2 mobile 15 18 15 2 2 sms 25 30 12 14 5 Table 5 Figure5 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.
22 | P a g e .then to dowmload personal bank transaction activities . Check balances on-line Apply for consumer loans or credit cards online Inter-account transfers On-line bill payments Others Figure6 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 .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.
Q7) what was the single most important reason that you chose this particular bank as your Internet bank? (Please choose one) • I have a traditional bank account with the same bank • The brand name of the bank • The excellent service offered by this bank • Others Figure7 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 . 23 | P a g e .
3490 2.5468 3.0975 2.540 . Thus R-square indicates goodness of fit.8101 3.6493 3.9609 4.3819 3.937 .1745 3.8500 2.4356 3.8282 3. So for any research higher value of R-square and lower value of Stress is expected. whether stress value represents badness of fit.5385 3.4051 3.01817 RSQ = .8698 3.000 2.361 1.2475 2.8824 2.2687 2.6963 3.786 2.1170 2.3544 icici hsbc 3. The 6*10 matrix is given below- Parameters Accessib Account Bank ser Convenie design Encourag Location Training user fri detuch 2. We calculate the weighted mean of every column and finally we get the 6*10 matrix form of our weighted mean MDS data.061 6 6 2 .511 1.0222 3.5365 3.264 3 4 5 .8101 3.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.4051 2. In our case.2441 2.2791 3.146 .000 .6790 3.2574 3.163 2. The high R-square value represents MDS model is well fitted with the given problem.8800 2.1222 3.2791 3.5550 3.8142 3.000 1.4000 2. Stress = .9707 2.6238 3.9517 4.4179 3.7429 2.932 1.172 2.7358 2.8692 hdfc citibank 3.000 2.4051 yesbank 2.4706 3.2791 3.7123 2.9401 The Lower Triangular matrix Raw (unscaled) Data for Subject 1 1 1 2 3 4 5 6 .7734 2.2532 3.5385 3.99785 24 | P a g e .7087 3.407 1.8545 2.5550 3.4468 2.475 .000 The index of fit or R-square and stress should be measured.954 2.393 1. which would be input to SPSS for final MDS output.7836 2.000 1.
01266 Improvement .00130 .01992 .01327 .00107 .01564 .01838 .01698 .00139 .5704 .5452 -.001000 Iterations stopped because S-stress improvement is less than Stress and squared correlation (RSQ) in distances For matrix .0363 -1.00154 .4040 -.02311 .01434 .00134 .Young's S-stress formula 1 is used.99785 Configuration derived in 2 dimensions Stimulus Coordinates Dimension Stimulus Number 1 2 3 4 5 6 Stimulus Name detuch hdfc CITIBANK ICICI HSBC yesbank 1 1.01817 RSQ = Stress = .3541 -1.1537 -1.00061 .3486 -.6138 2 1.1294 -.00319 .7060 1. Iteration 1 2 3 4 5 6 7 8 S-stress .2210 Optimally scaled data (disparities) for subject 1 2 3 4 1 5 25 | P a g e .0590 .
126 .000 1.5 -1.366 .0 CITIBANK -0.890 2.577 1.126 1.800 6 .5 HSBC ICICI hdfc 0.800 .1 2 3 4 5 6 .5 detuch 1.590 2. Icici bank is close to positive response but here we can see that there is some areas where the bank has to work on to improve.890 3. But the least is among the yesbank.000 .665 6 .000 2. 26 | P a g e .5 -2 -1 0 1 2 Dimension 1 Figure8 As we can detuch bank is leading in both d dimensions where as there is a competition between HSBC Citibank and hdfc.126 2.0 Dimension 2 0.000 2.590 .0 yesbank -1.000 Derived Stimulus Configuration Euclidean distance model 1.800 3.318 1.000 2.590 .
6000 N Mean Valid Missing Table 7 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. The main reasons that you have not opened an Internet bank account yet? (Check all that apply) Statistics NEVERHR D 30 0 3.For your choice of an Internet bank.6000 DNTWNT 30 0 3.9667 Safe 120 0 2.9333 rates 120 0 2.9333 OTHERS 30 0 2.3333 TIME 30 0 2.7083 transaction 120 0 2.5083 N Mean Valid Missing Table 6 BY THIS WE CAME TO KNOW THAT PEOPLE USING INTERNET BECAUSE OF CONVINENCE ARE MOE AND LESS BECAUSE O SHOPPING.5000 NOTAVALIAB L 30 0 2.1333 CHECKFIRS T 30 0 2. please indicate how much each of the following factors (were) are important for you: MEAN OF ALL RANKS Statistics Convenience 120 0 3.0000 SECURIT Y 30 0 3. CONCLUSION AND RECOMMENDATIONS 27 | P a g e .1083 Curiosity 120 0 2.9833 Charge 120 0 2.9250 shopping 120 0 2.
LIMITATIONS 1. 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. Time Constraints. 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.There is still a lot needed for the banking system to make reforms and train there customers for using internet for there banking account. that’s also one of the reason for the slow acceptance of internet banking accounts. 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. Make there sites more users friendly. By asking the bank employs we came to know that maximum numbers of internet bank account holders are youth. Customers should be motivated to use I banking facilities more. 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. 28 | P a g e . Banks are providing free internet banking services also so that the customers can be attracted. business man and HNI’s. • • • • • Give proper training to customers for using i-banking Create a trust in mind of customers towards security of there accounts Provide a platform from where the customers can access different accounts at single time without extra charge.
2. The participants comprised a small sample. Budgetary Constraints. BIBLOGRAPHY BOOKS 29 | P a g e . 3. which can be generalized across the sector.
hsbc.S. pp. fifth edition SITES (http://www. Indian Culture and Business Management.hdfcbank. 2.in/ www.yesbank. S.htm#b1 www.com/ www. J. IAMAI report on online banking 2006 3. in March 2000. The Impact Of Internet Banking Service Quality On Business Customer Commitment 30 | P a g e .pd en.org/wiki/Multidimensional_scaling REFRENCES 1. Vol.icmrindia.com en.1) Marketing research by BERRY G.icicibank.com/ www. 2.Nachiket Mor.K. .org/wiki/Perceptual_mapping www.rocw. Head of ICICI's Treasury. The Indian Internet Banking Journey .30–46. Khan. and Sreekumar (2009) ‘Service quality evaluation in internet banking: an empirical study in India’. 1.C 2) Marketing Research by Malhotra N. Mahapatra. M.org/fashion/BAfashion-mktg/brandpositioning/lecturenotes/lecture-04.org/free%20resources/casestudies/banking1.wikipedia.in/ www..wikipedia.co.db. Int.raifoundation. No.S.
Age 18-25__ .. 2) Do you own a internet? a) Yes b) No 31 | P a g e . 46-60__. 36-45__. their experience with Internet banking. 60 +____ Gender MALE FEMALE Occupation ……………………………………………………………. 26-35__.Annexure This survey is designed to understand bank account holders perspectives on Internet banking. and their expectations on Internet banking services QUESTIONNAIRE Name ………………………………………………………………….
3) The time you are using internet A) less then a month B) 1 to 6 months C) 6 to 12 months D) More than a year 3) 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 4) The main reason that you typically visit your bank branch (please choose the single most important reason)? • to make a deposit • to get advice for investment options • to inquire about a balance • to withdraw cash • other 5) The e-banking facilities provided by your bank? • • • • • ATM Online banking Telephone banking Mobile banking SMS banking 6) The e-banking services you use provided by the bank? • • • • • ATM Online banking Telephone banking Mobile banking SMS banking ~~~For those who uses internet banking service~~~ What is the name of bank you have an Internet bank account with? ________ 32 | P a g e .
anywhere connectivity) ______________ Curiosity______________ Better rates______________ Safe and secure______________ Low service charge______________ Easy to maintain my banking transaction activity______________ Online shopping ___________________ 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.What are the most important reasons you opened an Internet bank account? (Please prioritize the following list in the order of importance. (1: the most important 6: the least important) Convenience (24 hours service. do you also have a traditional bank account? • Yes • No 33 | P a g e . Check balances on-line Apply for consumer loans or credit cards online Inter-account transfers On-line bill payments Others What was the single most important reason that you chose this particular bank as your Internet bank? (please choose one) • I have a traditional bank account with the same bank • The brand name of the bank • The excellent service offered by this bank • Others In addition to your Internet bank account.
then I may open an account 34 | P a g e .Rank the following brands on the scale of 1-5 1-Poor very good 5- PARAMETERS / BRANDS Bank service Account security Accessibility Convenience Training to use banking services Encourage customer to use ebanking Location Customer Relation Management USER FRIENDLINESS HDFC DEUTSCHE CITIBANK ICICI HSBC YES BANK For those who didn’t use internet banking The main reasons that you have not opened an Internet bank account yet? (check all that apply) • • • • • Never heard of Internet banking Concerned about security Haven't taken time to open an account Don't see any real value in having this type of account Too new. I would like to see how it works.
Bank familiarity______________ 3. account reconciliation. The size of bank (in terms of asset) ______________ 5. other brokerage account summary) ______________ Thank You 35 | P a g e .• • Not available through my bank others For your choice of an Internet bank. Security of Transaction______________ 6. Better rate and lower service charge______________ 2. please indicate how much each of the following factors (were) are important for you: 1. Integrated value-added services using other on-line services and resources (for example. bill payment. Convenience (24 hours service from anywhere) ______________ 7. Quick service (transaction completed in seconds instead of minutes) ______________ 8. Variety of features and services that are offered(for example. electronic bill payment) ______________ 9. Bank location (geographic) ______________ 4.
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