ANNEXURE - I

Questionnaire for the Bank

1. Name of the bank:-------------------------------2. Bank has been started in the Year :-----------3. Total number of branches :---------In Maharashtra

------------

In Pune City

------------

Outside Pune City

------------

4. Please provide year wise details of total Advances and Deposits of the bank:
Description Apr.03
Mar 04.

Apr.04

Apr.05

Apr.06

Apr.07

Mar 05.

Mar 06.

Mar 07.

Mar 08.

Advances
Deposits

5. Does the bank website exist?

Yes

No

6. If yes, please specify web site address:-------------------------------7. When did the banks web site become active? (Year) :-------8. Where is the banks website hosted ? :
Off site

In house

9. Who is maintaining / Updating the Banks Website :?-----------------In house

Outsourced

10. Please specify the type of the computerization done in the Bank :
a) Back office Computerization
b) Total Bank Computerization (TBA)
c) Core Banking Solution (CBS)

193

11. Please specify the year in which following computerized solutions are implemented:
a) Back Office Application :-----------b) Total Bank Application

:------------

c) Core Banking Solution

:------------

12. Which of the following transactions are fully/partly computerized :

Sr.
No

Transactions

Fully
Computerized

1.

Bank Overdraft

2.

Bills Collection

3.

Locker Facility

4.

DD/MT/MICR/CHEQUE transactions

5.

Deposits (Term/FD/RD)

6.

Investment transactions

7.

General Account Transactions

8.

Government Business / Transactions

Partly
Computerized

13. Which of the following e-banking products/services are offered ? :

i) ATM facility?

Yes

No

When did the bank begin offering ATM Services? (Year):----------

Number of ATMs of the bank: ---------

Number of ATMs in the Pune City:------

Number of customers using the ATM facility:----------

Which software is being used for it?: ----------------

What is cost of the software?: --------------

In your opinion, are customers satisfied with ATM transaction?

(Yes/No):--------

ii) Telephone Banking

Yes

No

- When did the bank begin offering Telephone Banking?(Year):-------- How many branches provides this facility?:------------ How many customers are using this facility?:-----------194

- Which software is being used for it? ---------------- What is cost of the software?-------------iii) PC Banking

Yes

No

When did the Bank begin offering PC Banking? (Year):-----------

How many branches provides this facility?:------------

How many customers are using this facility? : --------

Which software is being used for it? ----------------

What is cost of the software? --------------

iv) Internet Banking

Yes

No

When did the Bank begin offering Internet Banking? (Year):------

How many branches provides this facility?:------------

How many customers are using this facility? : --------

Which software is being used for it?: ----------------

What is cost of the software? --------------

v) Mobile Banking

Yes

No

- When did the bank begin offering Mobile Banking?(Year):----- How many branches provides this facility?:------------ How many customers are using this facility?:------------ Which software is being used for it? ---------------- What is cost of the software? -------------vi) Video Conferencing

Yes

No

14. Is the Banks website reviewed internally?

Yes

No

15. Are security measures in place to secure the banks website?:

Yes

No

16. How often is the virus protection software updated on servers and workstations?-------------17. Total cost of the Bank computerization :
Software

:-------------

Hardware

:-------------

195

18. How many customers are still using traditional way of banking transaction?
a) 25% b) Below 50% c) 50% & Above
d) 75% e) Above 75%
19. In your opinion what was the reaction of customers regarding service efficiency after
the bank computerization :
Positive

Negative

Cant Say

20. If any of the following problem/s were faced by the bank during Back office
Computerization, please tick ( ) it.
1. Duplication of Work (Manual Data Entry as well as PC data entry is
required)
2. No benefits to the customer (Does not provide any quick services to the
customers.)
3. Only certain departmental functions are made available to computer like SB
/ TD interest calculations, Loan interest calculations / salary of the
employees etc.
4. Any other (please specify) ---------------------------------------------------------------------------------------------------------------------------21. If any of the following problem/s were faced by the bank while transferring from
back office to Total Bank Application, please tick ( ) it.
1. As a human nature / tendency of the staff has to be changed
2. Communist movement problem
3. Unemployment problem
4. Y2K technical problem
5. Data backup (daily / monthly)
6. Antivirus updation to each and every node.
7. LAN VS UNIX system is used so limitations on number of services
provided by the bank
8. Lack of knowledge to staff about computer systems, so customer get
harassed because no timely service
9. Data Conversion Problem

196

10. Any other (please specify)----------------------------------------------------------------------------------------------------------------------------22. If any of the following problem/s were faced by the bank while implementing Corebanking solution, please tick ( ) it.
i)

Huge investment in infrastructure

ii)

More dependability on outside service providers i.e.

(MTNL/BSNL) lease line, Cisco, CMS etc.

iii)

Very complex software and Hardware are used in this system

iv)

Highly qualified professionals are to be employed due to this

salary burden increases.

v)

Difficult to detect the problem from number of stages

vi)

Customers were not ready to use core banking services.

vii)

Any other(please specify) -----------------------------------------------------------------------------------------------------------------------------

23. How many branches provide computerized / e-banking products / services? Please
provide year wise data in the following table. Also write total number of branches of
the bank during that year in the bracket.
Services

Number of branches
2003-04
(
)

2004-05
(
)

Back Office
Application
Total Bank
Application
Core Banking Solution
ATM
Internet Banking
Mobile Banking
Telephone Banking
PC Banking

197

2005-06
(
)

2006-07
(
)

2007-08
(
)

24. Please provide the data about the software Packages used for the following
computerized services:
Computerized Services

Software Name

Company name

Cost

Back office Application

Total Bank Application
Core Banking Solution
ATM
Internet Banking
Mobile Banking
Telephone Banking
PC Banking
Name :---------------------------------Designation :---------------------Signature:---------*** Thank you very much for your help. ***

198

ANNEXURE II
Questionnaire for the employee of the banks
1) Name :-------------------------------------------------2) Gender

3) Age

MALE

Below 30

FEMALE

Above 30 and below 45

Above 45

4) Qualification :
Post Graduate

Graduate

10th

Below 10th

5) Name of the bank where currently working :------------------------------------------------------------------------------------------------------------------------------6) Total years of service in banking organization :-------------------------7) What was your first reaction when you heard about banks computerization?
Positive

Negative

Cant say
8) Rigorous training is required for the bank employee for handling computerized
transactions.
Strongly agree

Agree

No Opinion

Disagree

Strongly Disagree
9) Was the training provided by the bank to you enough to handle computerized
transactions?
YES

NO

Cant Say

199

10) In your opinion what are the employee problems due to computerization of the bank
(Please tick if you are agree with the statements given below):
1) Lack of thorough knowledge of technology
2) Lack of confidence in handling automated transactions
3) No direct interaction with the customer
4) Fear about the job security.
5) Any other :------------------------------------------------------------------------------------------------------------------------------------------------------

* * * Thank you very much for your help.* * *

200

ANNEXURE III
Questionnaire for the customer of the bank
1) Name :-----------------------------------------------------2) Occupation :---------------------3) Educational Qualification :Post Graduate

Graduate

Below 10th

Illiterate

4) Gender :-

MALE

10th Pass

FEMALE

5) Age Below 25

Above 25 and below 50

Above 50
6) For which of the following transactions you visit to the bank?
Withdrawal

Deposit

Balance Enquiry

Pass Book Updation

Cheque

Demand Draft

Investment (RD / FD)

Bill Payment

Money Transfer

Repayment of Loan

None of these

7) For which of the following transactions you use e-banking services?

Withdrawal

Deposit

Balance Enquiry

Pass Book Updation

Cheque

Demand Draft

Investment (RD / FD)

Bill Payment

Money Transfer

Repayment of Loan

None of these

201

8) Which of the following e-banking services are used by you?

ATM

Online Banking

Internet Banking

Mobile Banking

Telephone Banking

PC Banking

None of these

9) Which of the following e-banking services you are comfortable with?

ATM

Online Banking

Internet Banking

Mobile Banking

Telephone Banking

PC Banking

None of the above

10) Computerization has helped me to reduce the waiting time for any transaction in the
Bank.
Strongly agree

Agree

No Opinion

Disagree

Strongly Disagree
11) Computerized transactions are secured transactions.
Strongly agree

Agree

No Opinion

Disagree

Strongly Disagree
12) Service efficiency is increased due to bank computerization.
Strongly agree

Agree

No Opinion

Disagree

Strongly Disagree

202

13) In your opinion what are the problems of e-banking services (Please tick if you are
agree with the statements given below):
1) Limited scope for personal advice on banking transactions.
2) No direct communication with the bank
3) Sometimes Problematic for transactions
4) Fear about security of the transactions
5) Lack of knowledge about computerized transactions
6) Any other ---------------------------------------------------------------------14) What is your opinion about Bank computerization (Please tick if you are agree with
the statements given below):
i) Service efficiency is increased

due to computerization

ii) It provides 24x7, anywhere, anytime services

iii) Reduces waiting time
iv) Any other ---------------------------------------------------------------------* * * Thank you very much for your help. * * *

203

ANNEXURE IV

(Hypotheses Testing Formulas)

H5 :- A number of problems in application of computerization are faced by the cooperative banks.
H0 : = 7 (Bank faced on an average 7 problems.)
H1 : < 7 (Bank faced less than 7 problems.)
t test is used as n is less than 30.
_
___
( x -) n
t

=
S
_
(xx)2

S=
n-1

S =

10.99

S = 3.31
(7 6.05) 18
t =
3.31
(.95) X (4.24)
=
3.31
=

1.216

Since 1.216 less than 1.74 therefore H0 is accepted that bank faced on an average 7
problems.
(Table value for degree of freedom 17 at 5% level of significance for one for one tail test
is 1.74 and 1.216 < 1.74)

204

H1 :- Computerisation improves the quality of service in banking sector.

ASPECT 1 :- Reduction in waiting time.
H0 : P0 = 95% people feel that there is reduction in waiting time due to computerisation.
H1 : P1 < 95% people feel that there is reduction in waiting time due to computerization.
Z test is used because sample size is greater than 30.
pq
S.E. =
n
( p = 95, q = 5 , n = 169 )
95 X 5
S.E. =
169
= 1.676
Diff.
Z

=
S. E.
96.44 - 95
=
1.676
=

0.859

Calculated value of Z is 0.859 which is less than 1.64 hence we accept H0 i.e.95% people
feel that there is reduction in waiting time due to computerisation.

205

H1 : Computerisation improves the quality of service in banking sector.

ASPECT 2 : Computerised transactions are secured transactions.
H0 : P1 = 85% people feel that computerized transactions are secured transactions.
H1 : P1 < 85% people feel that computerized transactions are secured transactions.
pq
S.E. =
n
( p = 85, q = 15 , n = 156 )
85 X 15
S.E. =
156
=

8.17
Diff.

=
S. E.
85 82.05
=
2.858
=

1.032

Calculated value of Z is 1.032 which is less than 1.64 hence we accept H0 i.e. 85%
people feel that computerised transactions are secured transactions.

206

H2 : There are more problems faced by senior citizens than that of youngsters,
while availing e-banking services.
ASPECT 1 : Fear about transaction security.
H0 : There is no difference between young people and senior citizens with respect to
problem of security.
H1 : Young people face fewer problems than that of senior citizens with respect to
problem of security.
H0 : P1 = P2
H1 : P1 < P2
Two proportion Z test is used.
Diff.
Z

=
S. E.

S.E. =

pq ((1/n1) + (1/n2))
n1p1 + n2p2
n1+n2
66.67 64.42

Z =
7.80
Z =

0.5448

Calculated value of Z is 0.5448 which is less than 1.64 therefore H0 is accepted that
There is no difference between young people and senior citizens with respect to problem
of security.

207

H2 : There are more problems faced by senior citizens than that of youngersters,
while availing e-banking services.
ASPECT 2 : Lack of knowledge.
H0 : There is no difference between young people and senior citizens with respect to lack
of knowledge.
H1 : Young people face fewer problems than that of senior citizens with respect to lack of
knowledge.
H0 = P1 = P2
H1 = P1 < P2
Two proportion Z test is used.
Diff.
Z

=
S. E.

S.E. =

pq ( (1/n1) + (1/n2))
n1p1 + n2p2

n1+n2
76.47 25.50
Z

=
7.89

6.46

Calculated value of Z is 6.46 which is greater than 1.64 therefore H0 is rejected and H1 is
accepted that is Young people face fewer problems than that of senior citizens with
respect to lack of knowledge.

208