A STUDY ON E- BANKING AT MUNDAKAYAM

GRAMA PANCHAYATH
Dissertation submitted to
The Mahatma Gandhi University in partial fulfillment of the
Requirements for the award of the degree of
BACHELOR OF COMMERCE
By
ALWIN P THOMAS (Reg. No. 170021062923)

PRANAV P RAJAN (Reg. No. 170021062952)

AMAL K SASI (Reg. No.170021062924)

Under the supervision of

Mr. ARUN K BALAN

(ASSISTANT PROFESSOR IN COMMERCE)

DEPARTMENT OF COMMERCE

SREE SABAREESA COLLEGE MURIKUMVAYAL

MARCH 2020
 DEPARTMENT OF COMMERCE
SREE SABAREESA COLLEGE MURIKKUMVAYAL

CERTIFICATE
It is certified that this dissertation entitled “A STUDY ON E- BANKING AT
MUNDAKAYAM GRAMA PANCHAYATH” is a bona fide piece of work done by Alwin
P Thomas,Pranav P Rajan and Amal K Sasi in partial fulfillment of the requirement
for the award of the Degree of Commerce in the Mahatma Gandhi University, under
our supervision and guidance. This has not been previously submitted for the award of
any degree, diploma, associate ship, or other similar title. They are permitted to submit
this dissertation.

Mr.ArunK.Balan

(Supervising Teacher)

Countersigned By

Mr. Arun K Balan

(Head of the department)

Place: Mundakkayam

Date:
 DECLARATION

We ALWIN P THOMAS, PRANAV P RAJAN AND AMAL K SASI hereby declare that
dissertation entitled “A STUDY ON E- BANKING AT MUNDAKAYAM GRAMA
PANCHAYATH” is bona fide piece of work done by us under the supervision of Mr.Arun k
Balan Asst. Professor of Commerce, SREE SABAREESA College Murikumvayal. This has
not been formed the basis for the award of any degree, diploma or other similar title.

ALWIN P THOMAS

PRANAV P RAJAN

AMAL K SASI

Place:Mundakkayam

Date:
 ACKNOWLEDGEMENT
First and foremost we thank God almighty, for his divine grace and blessing in making all
this possible. May he continue to lead us in the year to come

This dissertation bears the help of many persons. At the outset we wish to express our sincere
thanks to Mr.Arun K Balan Asst. Professor, Department of Commerce, SREE SABAREESA
College Murikumvayal for his valuable guidance and constant encouragement throughout the
progress of the study.

We are thankful to Prof. V G HARISHKUMAR, Principal In Charge SREE

SABAREESA CollegeMurikumvayal, Mr. Arun K Balan, HOD of Commerce for providing
enough facilities for the conduct of this study. We extend our special thanks to all other members
of the Department of Commerce for their valuable help and suggestions.

We also thank the sample respondents who despite being busy, devoted much time to
imparting highly valuable information without which this study could not have been
materialized.

We are grateful to all our family members for their continuous encouragement and support for
the successful completion of the work. We extend our deepest sense of gratitude to all our
friends and others who helped us directly or indirectly in completing this work.

Alwin P Thomas

Pranav P Rajan

Amal K Sasi
 CONTENT

TITLE
CHAPTER
PAGE NO.
NO.

List of Tables

List of figures

1. INTRODUCTION 1-5

2. REVIEW OF LITERATURE 6-13

3. DATA ANALYSIS AND INTERPRETATIONS 14-32

FINDINGS,SUGGESTIONS,CONCLUSIONAND
4. 33-37
BIBLIOGRAPHY

APPENDIX 38-41
 LIST OF TABLES
TABLE
TITLE PAGE NO.
NO.
3.1 Classification based on Age 15

3.2 Classification based on Occupation 16

3.3 Classification based on Annual income 17

3.4 Classification based on Gender 18

3.5 Classification based on Banks 19

3.6 Opinion regarding security of E-Banking 20

3.7 Factors prefer use of E-Banking 21

3.8 Period of using E-Banking 22

3.9 Usage of various E-Banking service 23

4.0 Classification on the basic of transactions 24

4.1 Satisfaction of customers towards E-Banking 25

4.2 Bank visit after using E-Banking 26

4.3 Medium of using E-Banking 27

4.4 Importance of using E- Banking in future world 28

4.5 Frequency of usage of E- Banking per week 29

4.6 Problems facing using E-Banking 30

4.7 Awareness of responds about E-Banking 31

4.8 Preferred language in E-Banking 32

 LIST OF GRAPHS
GRAPH
TITLE PAGE NO.
NO.
3.1 Classification based on Age 15

3.2 Classification based on Occupation 16

3.3 Classification based on Annual income 17

3.4 Classification based on Gender 18

3.5 Classification based on Banks 19

3.6 Opinion regarding security of E-Banking 20

3.7 Factors prefer use of E-Banking 21

3.8 Period of using E-Banking 22

3.9 Usage of various E-Banking service 23

4.0 Classification on the basic of transactions 24

4.1 Satisfaction of customers towards E-Banking 25

4.2 Bank visit after using E-Banking 26

4.3 Medium of using E-Banking 27

4.4 Importance of using E- Banking in future world 28

4.5 Frequency of usage of E- Banking per week 29

4.6 Problems facing using E-Banking 30

4.7 Awareness of responds about E-Banking 31

4.8 Preferred language in E-Banking 32

 CHAPTER -1

INTRODUCTION

1
1.1 INTRODUCTION

Banking sector in India has a great emphasis being placed on technology and innovation
in the 1990s.Banks began to use technology to provide better quality of services at
greater speed .The E- Banking is becoming one of the fastest growing technologies that
are playing a significant role in the daily life of human beings. It is changing the banking
industry and is having major effects on banking relationships. Online banking is also
known as Internet Banking /virtual banking. It is provided by banks to their customers
who do not have much time to visit banks again and again. Through the E- Banking
customers can do their transaction from home. Through the E- Banking customers can
request for cheque book, balance enquiry, small transaction etc.
E- Banking provides a change from the usual way of banking, and it
provides services anywhere (24 hours in a day and 7days in a week) at any time. It also
provides more advantages to customers that mean that it avoids paperwork; less time is
consumed, and is safer. To access bank `s online E- Banking facility a customer having
personal internet access must register with the institution for the services and set up a
confidential ‘password’ for customers verification .Towards accessing E- Banking, the
customer would go to the bank’s website and login to the E- Banking facility using
customer number and password issued to him. Security of a customer’s financial
information is very important, without which online could not operate. Financial
institutions have set up various security processes to reduce the risk of unauthorized
online access to a customer’s records. E- Banking basically allows you to be able to do
everything that you can in your regular banking institution, only with the benefit that you
can do it all right from the convenience of your own home.

Banking on the Internet not only allows the customer to have a full range of services
available to them but it also allows them some services not offered at any of the branches.
The person does not have to go to a branch where that service may or may not be offered.
A person can print information, forms, and applications via the Internet and be able to
search for information efficiently instead of waiting in line and asking a teller. With more
2
better and faster options a bank will surely be able to create better customer relations and
satisfaction.
E- Banking gives customers control over nearly every aspect of managing his bank
accounts. Besides the Customers can, Buy and Sell Securities, Check Stock Market
Information, Check Currency Rates, Check Balances, See which checks are cleared,
Transfer Money, View Transaction History and avoid going to an actual bank. The best
benefit is that InterE- Banking is free. At many banks the customer doesn't have to
maintain a required minimum balance. E-banking has become a necessary survival
weapon and is fundamentally changing the E- Banking industry worldwide. Today, the
click of the mouse offers customers banking services at a much lower cost and also
empowers them with unprecedented freedom in choosing vendors for their financial
service needs. No country today has a choice whether to implement E-banking or not
given the global and competitive nature of the economy. The invasion of banking by
technology has created an information age and commoditization of banking services.
Banks have come to realize that survival in the new e-economy depends on delivering
some or all of their banking services on the Internet while continuing to support their
traditional infrastructure. The rise of E-banking is redefining business relationships and
the most successful banks will be those that can truly strengthen their relationship with
their customers. Without any doubt, the international scope of E-banking provides new
growth perspectives and Internet business is a catalyst for new technologies and new
business processes. With rapid advances in telecommunication systems and digital
technology
Now, Kerala has got a well-established banking system. Kerala became the first state in
India to have brick and mortar branches in all grama panchayats and villages. The growth
and development of the E- Banking system in Kerala was also highlighted by the
establishment of literacy centers in all blocks and covered all households with bank
accounts.

3
1.2 OBJECTIVES OF STUDY

⮚ To study the usage of inter E- Banking in Mundakayam area

⮚ To analyze the customers awareness about E- Banking in Mundakayam area
⮚ To analyze the satisfaction level of customers in E- Banking
⮚ To find out the problems faced by respondents while using inter E- Banking
⮚ To suggest few measure for the improvement of inter E- Banking usage

1.3 IMPORTANCE OF STUDY

It is necessary to identify and understand the usage and customer satisfaction of E-

Banking .It helps to know the importance of E- Banking in the future world and through
this study. It attempts to find out the problem faced by respondents .At last the work
suggests few measure to solve the problem

1.4 SCOPE OF THE STUDY

The study is an attempt to reveal the usage of E- Banking in Mundakayam area and
study about variety services of E- Banking and the awareness level of E- Banking
among rural customers

1.5 METHODOLOGY
In addition to the collection of primary data, secondary data also collected for the study.
Primary data is obtained through the questionnaires.. Most of the secondary data are
collected from various sources like journal and articles ,published case studies and
project reports …etc. with the help of primary and secondary data ,the information
collected is ordered to analyze and find basic facts . Simple percentage methods are used
for analysis

4
1.6 LIMITATION

Any study based on the sample has an obvious limitation. They apply to this study also
this study is also affected by all limitations of the questionnaire method of collecting
primary data due to time and financial constraints, the sample selected for the study is
limited. Time has been a limiting factor in the study .Since the present investigation is an
exercise based on a small sample the conclusion from it may not have general
applicability

5
 CHAPTER- 2

REVIEW OF LITERATURE AND

THEORETICAL FRAMEWORK

6
2.1 REVIEW OF LITERATURE
It is relevant to refer briefly to the previous studies and researches in the related areas of
the subject to find out and to fill up the research gaps, if any. This section briefly reviews
some of the past work done on the related topic.
1.Chaudhary H.C. (1988) worked out a paper about “Marketing Information System in
Banks” stressed on the importance of marketing in banking services, different marketing
decision areas in banks and information needs for making marketing decisions in banks.
The author, on the basis of survey of nationalized commercial banks in India, suggested
usefulness of a systematic marketing information system to commercial banks and
various factors which can make the informational base of the bank strong and authentic.

2.S.Shyamali (2004) in her work “Customize, compete and conquer through technology”
highlighted that, “As the degree of uncertainty is more in banking sector they have to
depend more on building “Customer Relationship”, which is a permanent asset bringing
regular income rather than mere hardware which have obsolescence as a critical factor
“Technology shall be prudently used more as a means to achieve the end result”

3. K. N. C. Nair (2005) in his work “E-Banking: Growing Big” discussed the recent
trends in E-banking, and he focused on federal bank – IT initiatives, our recent IT
initiatives, Achievements of IT in banks and problems of E-banking. The author
concluded that banking being highly information-intensive, it is only logical to use IT as
an effective enabler and facilitator for meeting the requirements of banks and their
customers. With the changing lifestyle of customers, they need new products and
convenient delivery channels, which can be provided only by enabling technology.
4.Sharman Lictentein and Christy Williamson (2006) says in “Understanding
Consumer Adoption of Internet Banking: An Interpretive Study in the Australian

7
Context”, The study revealed that Convenience is the main motivator for consumers to
bank on the internet. It also highlighted that increasing risk acceptance by consumers and
the growing importance of deep levels of consumer support for service are the reasons for
the success of providing inter E- Banking.
5.Rajesh Kumar Srivastava (2007) on his study “Customers’ Perception on Usage of E-
Banking” focused on the issues like customer’s perception about interE- Banking and
how to improve the usage rate. The study revealed that education, gender and income
play an important role in the usage of interE- Banking.

6. Divya Singhal and Padhmanabhan (2008) of “Customer Perception Towards

Internet Banking: Identifying major Contributing Factors” explored the major factors
responsible for Inter E- Banking based on respondents’ perception on various internet
applications.

Theoretical Framework

The success of to-day’s banking system without information technology and

communication is a rare dream. It has enlarged the role of the E- Banking sector in the
economy with a quick and easy process for financial transactions and payment. The
banks with the latest technology and techniques are more efficient in facing the
competitive financial market and succeed. They have been able to generate more and
more business resulting in their greater profitability. Various empirical and theoretical
studies have been undertaken at the national and international level to analyze the impact
of e-banking and information and communication technology (ICT) on banking sector,
customers, and service quality and payment system. From the customer angle, the studies
primarily focus upon- why customers choose e-banking products and increase in their
level of satisfaction due to E- Banking, Mobile- Banking, Internet Banking, Website
services, ATMs, etc. These services have improved the satisfaction level of customers
through the reduction of processing time and transaction time. It enhances the
productivity of banks in terms of time saving and attending the customers at the branches

8
Meaning
The usage of E- Banking by the enterprises came into existence in mid 90’s.E-
BANKING came into existence in greater numbers because of low operating costs. First
it is in the form of ATM’s and phone transactions. Recently it transformed to the internet
a new channel between customers and banks which benefits both.

The main aim of e- banking services is to provide the customers a much faster service
with low cost. From the last twenty years, the E- BANKING sector has chosen a new
method of banking based on the progress of information technology. In addition to these
customers, transaction and communication abilities are fastened based on information
technology. The progress of electronic banking started with use of automatic teller
machines and afterwards it developed to online E- BANKING. In the future it will be
done in mobile phones anyway online E- BANKING continues to be the best for
financial transactions. Customers are easily able to access their accounts & perform
various financial transactions just by using their phones & laptops. It is all possible
because of e-banking. It saves the time of customers & provides 24×7 service.

Features of E- Banking

● Faster transaction: - E-banking provides the facility of instant transfer of funds to

its customers. It saves the time of customers as funds get transferred very fast from
one account to another
● Lower transaction cost:- E-Banking reduces the cost involved in doing financial
transactions
● Provides 24 x 7:- Customers can easily access their account anytime & from
anywhere with no limitations
● Reduces the chance of errors: E-banking has reduced the chance of human error
It has reduced the role of the human in the whole transaction process. The E-
banking system works fully automated over the internet.
● Develops loyalty in customers: - E-banking helps the banks to develop a large
number of loyal customers. Through E-banking service banks are able to serve
their customers well. They are able to provide fast & better service to customers.
● Removes geographical barriers: - It has removed all distance barriers that
customers used to face in the traditional method of performing transactions.

9
 Importance
E-banking provides many advantages for banks and customer’s .E-banking has made life
much easier and banking much faster for both customers and banks.

Main advantages are as follows.

● It saves time spent in banks

● It provides ways for international banking.
● It provides banking throughout the year 24/7 days from any place that has internet
access.
● It provides well-organized cash management for internet optimization
● It provides convenience in terms of capital, labour, time and all the resources
needed to make a transaction.
● Taking advantage of integrated banking services, banks may compete in new
markets to get new customers and grow their market share.
● It provides some security and privacy to customers, by using state-of-the-art
encryption and security technologies

Disadvantages of E Banking

● Technology and Service Interruptions.

● Security and Identity Theft Concerns.
● Limitations on Deposits
● Convenient but Not Always Faster.
● Lack of Personal Banker Relationship
● Difficult for beginners
● Inability to Handle Complex Transactions

VARIOUS FORMS OF E-BANKING:

Internet Banking:

Inter Banking helps you manage many banking transactions online via your PC.

10
AUTOMATED TELLER MACHINES (ATM):

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

computerized telecommunications device that allows a financial institution’s customers
to directly use a secure method of communication to access their bank accounts, order or
make cash withdrawals (or cash advances using a credit card) and check their account
balances without the need for a human bank teller.

TELE- BANKING:

By dialing the given Telebanking number through a landline or a mobile from anywhere,
the customer can access his account and by following the user-friendly menu, entire E-
BANKING can be done through Interactive Voice Response (IVR) system.

SMART CARD:

A smart card usually contains an embedded 8-bit microprocessor (a kind of computer

chip). The microprocessor is under a contact pad on one side of the card. Think of the
microprocessor as replacing the usual magnetic stripe present on a credit card or debit
card.

The microprocessor on the smart card is there for security. The host computer and card
reader actually “talk” to the microprocessor. The microprocessor enforces access to the
data on the card.

The chips in these cards are capable of many kinds of transactions.

DEBIT CARD:

Debit cards are also known as check cards. Debit cards look like credit cards or ATM
(automated teller machine) cards, but operate like cash or a personal check. Debit cards
are different from credit cards. While a credit card is a way to “pay later,” a debit card is
a way to “pay now.” When you use a debit card, your money is quickly deducted from
your checking or savings account.

E-CHEQUE:

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

DIRECT DEPOSIT

11
Direct deposit is a method of payment where a paying party, such as an employer or
government agency, electronically transfers a payment in cash from its bank account into
the bank account of the payee. Salaries and tax refunds are examples of payments
commonly made through direct deposit.

ELECTRONIC CHEQUE CONVERSION

It is the act of processing a paper cheque as an electronic transaction. With electronic

cheque conversion, you give a payee a cheque, but the actual payment is processed as
an electronic funds transfer. A business must notify you before it uses electronic cheque
conversion to process your payment.

Difference between Traditional Banking and E Banking

Basis of Traditional Banking E-Banking

Difference
Presence Banks exist physically for
serving the customers,
Time It consumes a lot of time as
customers have to visit banks
to carry out bank transactions
like — checking bank
balances, transferring money
from one account to another.
Accessibility People have to visit banks only
during the working hours.
Security Traditional banking does not
encounter e-security threats.
Finance Control Customers who often travel
abroad cannot pay close
attention and control of their
finances.
Expensive Customers have to spend
money to visit banks.
Internet banks do not have physical
presence as services are provided
online.
It does not consume time as
customers do not have to visit
banks to check bank balances or to
transfer money from one account to
another. Customers can access their
account readily from anywhere
with a computer and internet
access.
Internet banking is available at any
time and it provides 24 hours
access.
Online banking is the tempting
target for hackers. Security is one
of the problems faced by customers
in accessing accounts through the
internet.
Customers who often travel abroad
can have greater control over their
finances.
Customers do not have to spend
money visiting banks. They can
avoid bank charges that may be
charged for certain teller
transactions or when they pay bills
electronically — directly from their

12

Cost The cost incurred by
traditional banks includes a lot
of operating and fixed costs.
Customer In traditional banks, the
Service employees and clerical staff of
the bank can attend only a few
customers at a time.
Contact Customers can have face to
face contact in traditional
banking.
13
account to the merchant. It helps to
save money on postal charges.
Such costs are eliminated as the
banks do not have physical
presence.
In online banking, the customers do
not have to stand in queues to carry
out certain bank transactions.
Customers can have only electronic
contacts.
 CHAPTER-3

DATA ANALYSIS AND

INTERPRETATION

14
 CLASSIFICATION BASED ON AGE

TABLE 3.1

Option Number Of Respondents Percentage (%)

under 18 2 4

18-32 41 82

32-40 5 10

40 above 3 6

Total 50 100

SOURCE: Primary data

FIGURE 3.1

INTERPRETATION: - 4 % of respondents are aged below 18, 82% of respondents are

aged 18 to 32, 10% of respondents are aged 32 to 40 and 6% of respondents are aged
above 40

15
 CLASSIFICATION BASED ON OCCUPATION

TABLE 3.2

Occupation No. of Respondents Percentage

Agriculture 2 4

Business 2 4

Private institution 5 10

Government employee 5 10

others 36 72

Total 50 100

SOURCE: Primary data

FIGURE 3.2

INTERPRETATION:-Here
Here 4% of respondents are in agriculture, 4% of respondents are
in business, 10% are working in private
private institutions, 10% are government employees and
72% are others( which includes students and daily wagers)

16
 3.3: CLASSIFICATION BASED ON ANNUAL INCOME OF
RESPONDENTS

TABLE 3.3

Income group No. of respondents Percentage

Below 1 lakhs 37 74%

1 lakh to 5 lakhs 10 20%

Above 5 lakhs 3 6%

Total 50 100

SOURCE: Primary data

FIG 3.3

INTERPRETATION:-74%
74% of respondents are below 1 lakh, 20% respondents are 1 lakh to 5
lakh and 6% of respondents are above 5 lakh

17
 3.4: CLASSIFICATION BASED ON GENDER
GE

TABLE 3.4

Gender No. of respondents Percentage

Male 33 66%

female 17 34%

Total 50 100

SOURCE: Primary data.

FIG 3.4

66% of respondents are male and 34% respondents are female

INTERPRETATION:-66%

18
 3.5: CLASSIFICATION BASED ON BANKS

TABLE 3.5

BANKS NO OF RESPONDENTS PERCENTAGE

SBI 30 60%

AXIS BANK 2 4%

FEDERAL BANK 15 30%

OTHERS 3 6%

TOTAL 50 100

SOURCE: Primary data

FIGURE .3.5

60% respondents are SBI Bank account holders, 4% are Axis bank
INTERPRETATION:-60%
account holders, 30% are federal
al bank account holders and 6% of respondents are using other
banks

19
3.6: OPINION REGARDING SECURITY OF E
E- BANKING

TABLE 3.6

Options No of Respondents Percentage

Yes 36 72

No 14 28

Total 50 100

SOURCE: Primary data

FIG 3.6

INTERPRETATION:-

The 72% of respondents say that E-

E Banking is safe and 28% say that it's not safe.

20
 3.7 FACTORS PREFER USE OF E-
E BANKING

TABLE 3.7

Options No of respondents Percentage

Speed 26 29

Time saving 42 48

Cost effective 15 17

Other reasons 5 6

Total 88 100

SOURCE: Primary data

Fig 3.7

INTERPRETATION: - 29% prefer speed, 48% prefer time saving, 17% cost effective and 6%
prefer other reasons

21
 3.8: PERIOD OF USING E
E- BANKING
TABLE 3.8

Periods No .of responses Percentage

Less than one month 6 12%

1 to 6 month 9 18%

6 to 12 month 12 24%

More than one year 23 46%

Total 50 100

S SOURCE: Primary data

FIG 3.8

INTERPRETATION:-46% 46% of respondents are using

u E- Banking more than one year, 24% are
using 6 to 12 months, 18% are using 1 to 6 months and 12% are using less than one month

22
 3.9: USAGE OF VARIOUS E-
E BANKING SERVICES

TABLE 3.9

Services No of responses Percentage

Online bill payment 38 34

Order the cheque 4 4

Check account balances 34 31

Other Transactions 34 31

Total 110 100

SOURCE: Primary data

Fig 3.9

Online bill payment constitute 34% , for ordering the cheque 4%, for
INTERPRETATION:-Online
checking account balances 31% and other transactions
transact are 31%

23
 4.0: CLASSIFICATION ON THE BASI
BASIS OF TRANSACTION

TABLE 4.0

Kinds of transaction No of respondents Percentage

Transfer funds online 30 31

Online purchase 42 43

Fee payment 22 22

others 4 4

Total 98 100

SOURCE: Primary data

Fig 4.0

INTERPRETATION:- 31% are using to transfer fund ,43% are using for online purchase, 22%
are using for fee payment and 4 % are using for others

24
 4.1: SATISFACTION OF CUSTOMERS TOWARDS E-
E BANKING.

TABLE 4.1

Options No of respondents Percentage

Highly satisfied 24 48

Moderately satisfied 25 50

Highly dissatisfied 1 2

Total 50 100

SOURCE: Primary data

Fig 4.1

48% are highly satisfied with E-

INTERPRETATION:-48% E Banking and 50% are moderately
satisfied and 2% are highly dissatisfied

25
 4.2: BANK VISIT AFTER USING E-
E BANKING
TABLE 4.2

No of respondents Percentage

Yes 5 10%

No 45 90%

Total 50 100

SOURCE: Primary data

Fig 4.2

90% respondents does not visit bank and 10% visit bank
INTERPRETATION:-90%

26
 4.3: MEDIUM OF USING E
E- BANKING
TABLE 4.3

Options No of respondents percentage

Mobile application 45 90%

Banking website 3 6%

Others 2 4%

Total 50 100

SOURCE: Primary data

Fig 4.3

90% Respondents are using mobile E-

INTERPRETATION:-90% E BANKING
ING application, 6% are
using banking websites and 4% are using through other applications available in play store

27
 4.4: IMPORTANCE OF E
E- BANKING IN FUTURE WORLD
Table 4.4
Options NO OF RESPONDENTS PERCENTAGE
YES 40 80%
NO 10 20%

TOTAL 50 100%

SOURCE: Primary Data

Fig 4.4

INTERPRETATION:- it is clear that the importance of E- E Banking in the future world is 80%
and 20% is that of no need of E- Banking in future world. Most of the respondents opined that E
E-
Banking is highly essential in the future.
futur

28
 4.5: FREQUENCY OF USAGE OF E
E- BANKING PER WEEK
TABLE 4.5

Options No of respondents Percentage

1 time 14 28

2 times 15 30

2 to 3 times 16 32

4 to 6 times 5 10

Total 50 100

SOURCE: Primary data

FIG 4.5

28% of the respondents using one times in a week, 30% are using 1 to 2
INTERPRETATION:-28%
times in a week, 32% are using 2 to 3 times in a week and 10% are using 4 to 6 times in a week

29
 4.6 PROBLEMS FACING USING E
E- BANKING

TABLE 4.6

Problems No of respondents Percentage

Overall difficulties of using E- 3 4%

Banking

Lack of assistance 12 15%

Security concerns 20 25%

Unreliable 4 5%

Network problems 40 51%

Total 79 100

SOURCE: Primary data .

Fig 4.6

INTERPRETATION:- 50% respondents are concerned about E- Banking security and over all
difficulties is 18% respondents and lack of assistance in interE-
interE Banking is 16% respondents
supported and last disadvantage of E
E- Banking is unreliable is 16% respondents agreed

30
 4.7: AWARENESS OF RESPONDENTS ABOUT
ABOU E- BANKING
TABLE 4.7
Options No of respondents Percentage

Yes 36 72%

No 14 28%

Total 50 100

SOURCE: Primary data

Fig 4.7

INTERPRETATION:- Awareness
eness of respondents about E-
E Banking 72% are educated in E
E-
Banking and 28% respondents are uneducated about E-
E Banking

31
 4.8: DO YOU GET PREFERRED LANGUAGE IN E-
E BANKING

TABLE 4.8

Options No of respondents Percentage

Yes 48 96%

No 2 4%

Total 50 100

SOURCE: Primary data

Fig 4.8

96% Respondents gets there preferred language and 4 % respondents did

INTERPRETATION:-96%
not get there preferred language

32
 CHAPTER- 4

FINDINGS AND SUGGESTIONS

33
Like any research undertaken, it is the findings of the study that gives its significance.
This chapter is divided into findings of the research undertaken, conclusion and
suggestions .it deals with evaluation of the result that have been obtained from previous
chapters .since the result do not have an existence on its own. The results obtained from
objectives which have been laid down for the study

5.1 FINDINGS

⮚ 4% of respondents are in the age below 18, 82% respondents are in the
range of 18-32 and 10% of respondents are in the age range of 32-40 and
the remaining 6 % of respondents are in the age range of Above 40.
⮚ It was found that 74% of respondents earn annual income of below 1 lakh
and 20% earn annual income of between 1 lakh to 5 lakh and remaining 6 %
of respondents are above 5 lakh
⮚ It is found that 72% respondents are satisfied with the security of E-
Banking where as 28 % are not satisfied with the security of E- Banking
⮚ 96% respondents gets their preferred language while using E- Banking
⮚ 48% respondents prefer E- Banking because of time saving , 29 % because
of speed, 17% because of cost effective and remaining 6% because of other
reasons
⮚ 46% of respondents are using E- Banking for more than one year ,24% are
using E- Banking for 6 to 12 months ,18% are using 1 to 6 months and
remaining 12% are using less than one month
⮚ 48% respondents are highly satisfied with E- Banking and 50% are
moderately satisfied and 2% are highly dissatisfied with E- Banking

⮚ 28% of the respondents using E- BANKING one times in a week, 30% are
using 1 to 2 times in a week, 32% are using 2 to 3 times in a week and 10%
are using 4 to 6 times in a week

⮚ 90% Respondents are using mobile E- BANKING application, 6% are using

banking websites and 4% are using through other applications available in
play store

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5.2 SUGGESTIONS

⮚ To prevent online- BANKING from remaining customers to prompt this

services through advertising company
⮚ After repairing this basic deficiency, banks must ensure that their services
are competitive.
⮚ All the complaints felt by customers should be considered with seriousness
and solution based approach to keep them satisfied in long run
⮚ Quality of services is the most important criteria that influence customers
⮚ If incentives are improved for greater frequency of usage ,the patronage will
improve
⮚ General E-banking usage will improve if bank employees themselves convince
customers and empower them to make their own choices
⮚ Banks need to focus on awareness of customers especially on security issues, and
the risk that is perceived and assure them that the services are secure enough
⮚ The bank customers have perceived the risk of getting wrong information
from e-banking services. There illusion should be removed from the minds
of the customers by bank respondents as these factors are the barriers of
most of the customers for not adopting these services
⮚ All the complaints felt by customers should be considered with seriousness
and solution based approach to keep them satisfied in long run
⮚ There is a close association between awareness and satisfaction .when you make a
customer aware ,he or she generally will have a highly satisfaction

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5.3 CONCLUSION

Thus reaching the conclusion of our project we observe that Traditional banks
offer many services to their customers, including accepting customers
money deposits,providing various banking services to customers, and
making loans to individuals and companies. Compared with traditional channels of
offering banking services through physical branches E-banking uses the Internet to
deliver traditional banking services to their customers, such as opening accounts,
transferring funds, and electronic bill payment...etc and it also identified that time
saving ,less cost and speed also influence customers to E- Banking .

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5.4 BIBLIOGRAPHY

1. Murdick ,Ross,Claggett, “Information system for modern management” ,3ed

edition,Prentice Hall Professional Technical reference ,1984
2. Jeffrey A Hoffer, “Modern System analysis and design ”,6 th prentice
Hall,2011
3. “onlinE- BANKING security ”7 edition ,Association of German Bank ,2007
th

4. Jayaram kondabagil, “Risk management in electronic banking :concepts and

best practices
5. European commission (2003), Report on public perception on Bank
September
6. “Journal of interE- Banking and commerce” 2006 ,impact of demographics
on the consumption of different services online in india ,vol.11,No.3,353-
355
7. “journal of services research ”2007 ,Profiling of interE- Banking users in
India ,vol.6,No.2, March,77-125
8. Wikipedia , http://en.wikipedia.org
9. http://www.investorwords.com/4217/resource.html
10. www.search.epnet.com
11.www.financialexpress.com/fe/daily/19980714/19555264.html
12.http://knowledge.wharton.upenn.edu/article.cfm?articleid

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APPENDIX

38
 QUESTIONAIRE

1. Name:
2. Address :
3. Age :
4. Occupation : Agriculture Business

Private institution Government employee others

5. Annual income :

Below 1lakh 1 lakh to 5 lakhs

Above 5 lakhs

6. Gender : Male Female

7. Do you have a bank account : Yes No

8. In which bank you have your bank account?

SBI

AXIS BANK

FEDERAL BANK

OTHER BANKS

9. Do you feel E- Banking is more secured?

Yes No
10. Why did you prefer E- Banking?
Speed
Time saving
Cost effective
Other reason

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11. How long have you been using the E- Banking?
Less than one month
1 to 6 month
6 to 12 month
More than one year

12. Do you use the following E- Banking services?

Online bill payment
Order the cheque
Check the account balance
Transactions

Any other
specify………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………..

13. What kind of transaction you have done through E- Banking?

Transfer fund online
Online purchase
Fee payment
Other

14. How satisfied are you using E- Banking?

Highly satisfaction
Modified
Highly dissatisfaction
15. Do you still visit bank since you started using E- Banking?
Yes No
If yes,
purpose……………………………………………………………………………………
………………………………………………………………………………………………
…………………………………………………………………………
16. What is the way through which are using E- Banking?
MobilE- BANKING applications
Banking website
17. Do you feel any inconvenience while using E- Banking?
Yes No

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 If yes,
Explain……………………………………………………………………………………
………………………………………………………………………………………………
…………………………………………………………………………
18. Do you think that the future world is unavoidable with E- Banking?

. Yes No
19. How often do you use E- Banking a week?
1 time
2 times
2 – 3 times
4 – 6 times

20. Do you think that human contact is important for banking relation?
Yes No
21. What are for you the main disadvantages E- Banking?
Over all difficulties of using E- Banking
Lack of assistance
Security concerns
Unreliable
Network problems

22. Does your bank educate you about the E- Banking services being offered?
Yes No
23. Do you get preferred language in E- Banking?
Yes No

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