RathinamTechZone, Phone:+ 91-422-4040906, 4040995

Pollachi Road,Eachanari,Coimbatore, Fax:+91-422-4040902

Tamilnadu, India. Pin -641021. E-mail:info@rathinamcollege.com

Date : 10.08.2020

Department of Commerce
Project Completion Certificate

This is to certify that Ms. KEERTHIGA P (17BPA013)III.B.Com PA, Rathinam College of Arts and
Science have successfully completed the project entitled “A Study on customer satisfaction Towards
Digital Banking service with special references to Coimbatore city” during the academic year 2019-2020
under the supervision and guidance of MS.N.Indhumathi, Assistant Professor, Department of Commerce-II.

The conduct and character of the student during the period was good.

Signature of the HoD

Seal

AffiliatedtoBharathiarUniversity,Re-AccreditedwithAGradebyNAACand Approvedby
AICTE,NewDelhi.NIRFRankedwithintop150InstitutionsforthreeConsecutiveYears(2017,2018&2019).
ASt
udyOnCust
omerSat
isf
act
ionTowar
dsDi
git
alBanki
ngSer
vice
Wi
thSpeci
alRef
erenceToCoi
mbat
oreCi
ty
Pr
ojectRepor
tsubmi
tt
edt
oBhar
athi
arUni
ver
sit
y
Coi
mbat
ore
I
npar
ti
alf
ulf
il
lmentoft
her
equi
rementf
ort
he
Awar
doft
heDegr
eeof
BACHELOROFCOMMERCEWI
THPROFESSI
ONALACCOUNTI
NG
Submi
tt
edby

P.
KEERTHI
GA(
17BPA013)

Undert
hegui
danceof
Dr
.V.T.DHANARAJ.
,M.
Com.
,M.
sc(
FCA)
.M.
Com (
CA)
.,Ph.
D.
HeadOfDepar
tment

DEPARTMENTOFCOMMERCE-
I
RATHI
NAM COLLEGEOFARTSANDSCI
ENCE
(
AUTONOMOUS)
(
Re-
Accr
edi
tedbyNAACwi
th‘
A’Gr
adeAppr
ovedbyAI
CTEandRecogni
sedby
UGCundersect
ion2(
f)&12(
B)andI
SO9001:
2008Cer
ti
fi
edI
nst
it
uti
on)
(
Aff
il
iat
edt
oBhar
athi
arUni
ver
sit
y)
Rat
hinamTechZone,
Pol
l
achi
mai
nroad,
Eachanar
i,Coi
mbat
ore-
21

APRI
L–2020

1
 CERTI
FICATE

Thi
sist
ocer
ti
fyt
hatt
hepr
ojectwor
kent
it
led“
ASTUDYONCUSTOMER
SATI
SFACTI
ONTOWARDSDI
GITALBANKI
NGSERVI
CEWI
THSPECI
ALREFERENCE
TOCOI
MBATORECI
TY”submi
tt
edt
othebhar
athi
aruni
ver
sit
y,i
npar
ti
alf
ulf
il
ment
oft
her
equi
rement
sfort
heawar
doft
hedegr
eeofBACHELOUROFCOMMERCE
WI
THPROFESSI
ONALACCOUNTI
NGi
sar
ecor
dofor
igi
nal
wor
kdonebyLAKSHMI
PRABHA.
S(17bpa001),
BAVATHARANI
.V(
17BPA007)
KEERTHI
GA.
P(17BPA013)
,GAYATHRI
.S(
17BPA024)dur
ingt
heper
iod2019-
2020of
hi
sst
udyi
nthedepar
tmentofcommer
ce,
atr
athi
nam col
l
egeofar
tsandsci
ence
(
aut
onomous)undermysuper
visi
onandgui
danceandt
hepr
ojecthasnotf
ormed
t
hebasi
sfort
heawar
dofanydegr
eeot
hersi
mil
art
it
let
oanycandi
dat
einany
uni
ver
sit
y.

Dat
e:
Pl
ace:

Si
gnat
ureoft
heHeadoft
hedepar
tmentSi
gnat
ureoft
heGui
de

I
nter
nal
Exami
nerExt
ernal
Exami
ner

VI
VAVOI
CEEXAMI
NATI
ONHELDON

2
 DECLARATI
ON

WeLAKSHMIPRABHA.
S(17bpa001)
,BAVATHARANI
.V(
17BPA007)
KEERTHI
GA.
P(17BPA013)
,GAYATHRI
.S(
17BPA024)her
ebydecl
aret
hatt
hepr
oject
wor
kent
it
ledi
n“ASTUDYONCUSTOMERSATI
SFACTI
ONTOWARDSDI
GITAL
BANKI
NGSERVI
CEWI
THSPECI
ALREFERENCETOCOI
MBATORECI
TY”submi
tt
ed
t
otheBhar
athi
arUni
ver
sit
y,i
nPar
ti
alf
ulf
il
mentoft
her
equi
rement
sfort
heawar
dof
t
heDegr
eeofBACHELOROFCOMMERCEWI
THPROFESSI
ONALACCOUNTI
NGi
sa
r
ecor
dofor
igi
nal
proj
ectwor
kdonebymedur
ingacademi
cyear2019-
2020under
t
hesuper
visi
onandgui
danceofDr
.V.T.DHANARAJ.
,M.
Com.
,M.
sc(
FCA)
.M.
Com
(
CA)
.,Ph.
D.,
.
HeadOfDepar
tmentofCommer
ce-
1,Rat
hinam Col
l
egeofAr
tsand
Sci
ence(
Aut
onomous)
,Rat
hinamTechzone,
Pol
l
achi
road,
Eachanar
i,641021.

Si
gnat
ureoft
hecandi
dat
e

3
 ACKNOWLEDGMENT
On successf
ulcompl
eti
on f
orpr
ojectl
ook back t
othank who made i
n
possi
ble.Fi
rstandf
oremost
,t ASTUDYONCUSTOMERSATI
hank“ SFACTI
ON
TOWARDSDI
GITALBANKI
NGSERVI
CEWI
THSPECI
ALREFERENCETO
COI
MBATORECI
TY”
fort
hisbl
essi
ngonuswi
thoutwhi
chwecoul
dhav
enot
successf
ull
yourpr
oject
.

Wet
hankal
might
y,wi
thoutwho'
sgr
ace;mywor
kwoul
d nothav
ebeen
compl
eted.Wet
aket
hisoppor
tuni
tyt
oexpr
essmyhear
tfel
t&gr
atef
ulsenseof
gr
ati
tudet
oDr
.MADAN.A.
SENDHI
L,M.
S.,Ph.
D.,Chai
rmanofRat
hinam Gr
oup,f
or
per
mit
ti
ngt
odot
hepr
ojectwor
k.

Wet
aket
hisoppor
tuni
tyt
oex
pressmyhear
tfel
t&gr
atef
ulsenseofgr
ati
tude
t
o Pr
of.
R.MANI
CKAM ,
MCA.
,
M.Phi
l.
, CEO&SECRETARYRat
hinam Gr
oup, f
or
per
mit
ti
ngt
odot
hepr
ojectwor
k.

We acknowl
edge my deep sense ofgr
ati
tude t
o ourPr
inci
palDr
.R.
MURALI
DHARAN.
,M.
Sc.
,M.
Phi
l.
,Ph.
D.,MCA.
Rat
hinam Col
l
egeofAr
tsAndSci
ence
(
Aut
onomous)f
orhav
inggi
venmeanoppor
tuni
tyt
ogetapr
act
icalexper
ience
bey
ondt
hebounceoft
heor
eti
cal
Knowl
edget
hroughpr
oject
.

Wehear
ti
lyt
hankt
oDr
.V.T.DHANARAJ.
,M.
Com.
,M.
sc(
FCA)
.M.
Com (
CA)
.,
Ph.
D.HeadofDepar
tmentofCommer
ce-
IIf
orgi
vi
nganoppor
tuni
tyt
ounder
goa
pr
ojectf
ormycar
ri
erdev
elopment
.

Wewoul
dli
ket
oexpr
essmyhear
tyt
hankst
omyDr
.V.T.DHANARAJ.
,M.
Com.
,
M.
sc(
FCA)
.M.
Com (
CA)
.,Ph.
D..
HeadofDepar
tmentofCommer
ce-
IIofher
v
aluabl
egui
danceandki
ndadv
ice,
encour
agementandcr
eat
ivesuggest
ionatev
ery
st
ageoft
hispr
ojectwor
k.
Weexpr
essmysi
ncer
ethankst
omydepar
tmentf
acul
tyf
ort
hei
ref
for
tin
gui
dingmei
ndoi
ngt
hispr
oject
.Ourdeepsenseofgr
ati
tudet
omybel
ovedpar
ent
s,
f
ri
ends,
mywel
l
-wi
sherf
ort
hei
raf
fect
ion,
car
eandcooper
ati
oni
nal
lwal
ksofmyl
i
fe
andal
lot
her
sfort
hei
rsuppor
ttocompl
etet
hissummerI
nter
nshi
pPr
ogr
am.

4
ASt
udyonCust
omerSat
isf
act
iont
owar
dsDi
git
al
Banki
ng Ser
vice wi
th Speci
al Ref
erence t
o
Coi
mbat
oreCi
ty

5
 LI
STOFCONTENT
CHPATER CHAPTERTI
TLE PAGE
NO NO

I
NTRODUCTI
ONTHESTUDYONGREEN
ECO-
LOGI
CALMARKETI
NG

INTRODUTI ON
DIGI
TALI ZATIONS
DEFINITI
ON
OBJECTI VESOFTHESTUDY
STATEMENTOFPROBLEM
I SCOPEOFTHESTUDY 8-
19
LIMITATIONOFTHESTUDY
PRIMARYDATA
SECONDARYDATA
SAMPLI NGDESI GN
SAMPLESI ZE
RESEARCHPERI OD
RESEARCHGAP
CHAPTERSCHEME
AREAOFPROFI LEANDREVI
EW OF
LI
TERATURE
I
I 20-
37
AREAPROFILE
REVIEW OFLI
TERATURE
REFERENCES
OVERVI
EW OFTHESTUDY

I
NTRODUCTI ON
DIGITALBANKING
HISTORYOFDI GITALBANKI NG
SCOPEOFDI GI
TALBANKI NG
I
II EMERGI NGFORMSOFDI GITAL 38-
58
BANKI NG
EVOLUTI ONANDDI GI
TAL
TRANSACTI ONOFTHEDI GI TAL
SECTOR
EASYWAYTOBANKI NGTRANSACTI
ON
TODAY
BUILDINGADI GITALBANKING

6
 ORGANIZATIONSTRUCTURE
FUTUREPROSPECTSOFDI GITAL
BANKING
THEENTERPRISEROADMAP: AKEY
PREREQUISI
TEFORDI GITALBANKING
CHALLANGESTODI GITALBANKI NG
THEWAYOFOVERCOME
DIGI
TALTECHNOLOGY
MERITSANDDEMERI TSOFDI GI
TAL
BANKING
FEATURESOFDIGITALBANKI NG
FACTORSAFFECTTHESCOPEOF
DIGI
TALBANKINGINI NDIS
EMERGINGTRENDSI NDI GI
TAL
BANKINGSERVICESININDIA
I
V ANALYSI
SANDI NTERPRETATI ON 59-
83

FINDI
NGS,SUGGESTI
ONSAND
CONCLUSION
FINDINGS
V 84-
97
 SUGGESTIONS
CONCLUSI ON
REFERENCES

APPENDI
X QUESTI
ONNAI
RE 95-
98

7
 CHAPTER -
1

I
NTRODUCTI
ON

1.
1INTRODUCTI
ON

Gl
obaleconomi
ccr
isi
sof2008-
2009t
hebanki
ngi
ndust
ryhascr
eat
edshar
ehol
der
v
aluet
hroughf
inanci
all
ever
agi
ngont
hatt
imet
he di
git
albanki
ngconceptwer
e
ent
eredi
ntheEr
a.Ev
erynewdi
git
almodel
sst
eerbanksi
nthedi
rect
ionsofv
alue.I
t
i
stof
ocusandengagi
ng t
hei
rbanki
ngcust
omer
sandbui
l
dinga t
rusti
nthekey
act
ivi
ti
esofdi
git
albanki
ng,
mar
ket
ingandsal
es,
cust
omeronboar
ding,
andaccount
openi
ngandser
vici
ng.

Ri
singnumber
soff
inanci
ali
nst
it
uti
onsar
eint
roduci
ngandexpandi
ngt
hei
r
of
fer
ingsofdi
git
albanki
ngser
vices.Di
git
albanki
ngi
sgai
ninggr
owi
ngpopul
ari
ty
par
ti
cul
arl
yamongr
etai
lcust
omerduei
tsl
ow t
ransact
ioncost
sandi
tsabi
l
ityt
o
ser
veasanal
ter
nat
ivechannel
.Thewor
ldofbanki
ngi
smov
ingawayf
rom t
he
t
radi
ti
onalbr
icksandmor
tarappr
oachandi
tsf
ocusi
ngont
hepot
ent
ialofdi
git
al
banki
ng.

Theemer
genceandexpansi
onoft
hedi
git
alhasi
mpr
ovedor
gani
zat
ionsdi
git
aland
ext
ernalcommuni
cat
ion capabi
l
iti
es.
int
he banki
ng sect
or t
his onl
i
ne f
acet
commonl
yknownasdi
git
albanki
ng.
Digi
talbanki
ngi
nthe21stcent
uryadv
anced
f
rom mer
elypr
ovi
dingbal
ancev
iewandsetupt
ypesofal
ert
sbutt
oal
sobeabl
eto
dot
ransact
ions,
redeem l
oyal
tycoupons,
deposi
tchequesandi
nst
ructpay
rol
lbased
t
ransact
ions.

Cust
omer
ssat
isf
act
ionhasbeenapopul
art
opi
cinmanyr
esear
ches.
itcanbean
abst
ractandambi
guousconcept
,andi
tsdependi
ngont
hepr
oduct
sorser
vices
f
ocusedoni
tisundeni
abl
ethatcust
omer
ssat
isf
act
ioni
simpor
tanti
nal
lty
pesof
busi
nessesast
hemostef
fect
ivewayt
oincr
easeandmai
ntai
ncust
omerbasei
n
t
hroughachi
evi
nghi
ghcust
omersat
isf
act
ion.
int
hisst
udy
,ar
esear
choncust
omer
s
sat
isf
act
ionwi
l
lbeconduct
edondi
git
albanki
ngser
vices.

Di
git
albanki
ngmaybev
iewedasanadopt
ionofv
ari
ousexi
sti
ngandemer
ging

8
t
echnol
ogi
esbyt
hebanks,
inconcer
twi
thassoci
atedchangesi
nint
ernaloper
ati
ons
as wel
las ext
ernalr
elat
ionshi
pforpr
ovi
ding super
iorcust
omerser
vices and
exper
iencesef
fect
ivel
yandef
fi
cient
ly

On8th dayofNov
ember
,2016;I
ndi
atookabi
gleapt
owar
dsi
tsv
isi
onof‘
digi
tal
economy
’wi
tht
heannouncementofhi
stor
icaldemonet
izat
ionbyhumbl
epr
ime
mi
nist
erofI
ndi
a.Thedr
ivef
orcashl
essI
ndi
awasst
art
edon15t
hAugust
,2014when
pr
imemi
nist
erannouncedopeni
ngofj
an-
dhanaccount
sonaf
for
dabl
ecostf
orpoor
and unbanked ar
eas t
aki
ng t
hem under bi
gger f
inanci
al umbr
ell
a. The
demonet
izat
ionpol
i
cyj
ustst
imul
atedt
heent
ir
epr
ocess.Demonet
izat
ioni
sthe
pr
ocessofst
ri
ppi
ngacur
rencyuni
tofi
tsst
atusasl
egalt
ender
.Demonet
izat
ion
t
akespl
acewhenev
ert
her
eisachangeofnat
ionalcur
rency
.Indi
ahasal
ready
env
isagedt
hepr
ocessofdemonet
izat
iont
wicebef
ore.Thef
ir
stdemonet
izat
ionwas
r
epor
tedi
nJanuar
y1946whenRs.
1,000,5,
000,and10,
000not
eswer
etakenoutof
ci
rcul
ati
on,
whi
chwer
erei
ntr
oducedaf
teri
ndependencei
n1954.Agai
ninJanuar
y16,
1978,same cur
renci
es wer
e banned whi
ch has been mar
ked as second
demonet
izat
ioni
nIndi
a.I
nit
ial
l
yithasbeencl
aimedamast
erst
roket
oer
adi
cat
e
bl
ackmoneywhi
chi
ncl
udes10% t
o40% ofGDP.Howev
ermanycr
it
iquesar
gued
t
hatt
hedemonet
izat
ioni
snotapr
opersol
uti
ont
ogr
aspbl
ackmoney
.accour
dingt
o
t
he pr
esentf
inance mi
nist
er,t
he obj
ect
ive ofdemonet
izat
ion was notj
ustt
o
conf
iscat
e bl
ack money
,butt
he mai
n pr
inci
ple obj
ect
ives ar
eto cr
eat
e mor
e
t
axpay
ers,abi
ggert
axbase,mor
edi
git
izat
ion,andl
essercashi
nthesy
stem,
i
ntegr
ati
onoft
hef
ormal
andi
nfor
mal
economy
.

Themai
nobj
ect
iveoft
heDi
git
alI
ndi
apr
ogr
ammei
stoi
mpr
ovet
heser
vicedel
i
ver
y
t
oci
ti
zens,
busi
nesses,
gov
ernmentempl
oyees,
andot
her
s,bl
endi
ngi
nfor
mat
ionand
communi
cat
iont
echnol
ogywi
thadmi
nist
rat
iver
efor
ms.
thi
sisexpect
edt
omaket
he
gov
ernmentmor
eef
fi
cient
,br
ing down cost
sand i
ncr
easet
ranspar
encyi
nthe
f
unct
ioni
ngofv
ari
ousdepar
tment
sandcar
tert
otheun-
ser
vedandunder
ser
ved
ar
easoft
hecount
ry.I
ndi
ahadov
er260mi
l
li
oni
nter
esti
nthecount
ryi
sabout40
per
centi
nur
bani
ndi
aand10per
centi
nther
uralar
eas.
iti
sappar
entt
hatt
her
eisa
hugepot
ent
ialt
oconnectpeopl
ethr
ought
hismedi
um.Mobi
l
eint
ernetuser
sint
he
r
ural
areashav
egr
ownby60per
centannual
l
ytocoos45mi
l
li
oni
n2014.

9
Pr
ofi
tabi
l
ity And Gr
owt
h Of The I
ndi
an Banki
ng Sect
or I
s Dependent On
Moder
nizat
ionAndDi
git
ali
zat
ionCoupl
edWi
thAdopt
ingACust
omerCent
ri
cSer
vice
Qual
i
tyModel
.TheNeedToExpandThei
rDel
i
ver
yOdPr
oductAndSer
vicesThr
ough
Onl
i
neChannel
s.TheyNeedToGi
veI
mpor
tanceToI
mpar
ti
ngDi
git
alI
nfor
mat
ionTo
Al
lRel
evantSt
akehol
der
sEspeci
all
yTheCust
omer
s.ThePr
ivat
eBanksLeadI
nThe
Shi
ft Towar
ds Di
git
al Channel
s And I
nvol
ved Al
l Busi
ness Uni
ts I
n Thi
s
Campai
gn.
Anot
herFacetAct
ingAsACont
ri
but
ingFact
orForTr
ustTowar
dsDi
git
al
Banki
ng I
sTheEconomi
cUncer
tai
nti
esAnd Fi
nanci
alPr
essur
esFaced ByThe
Banki
ngI
ndust
ryBot
hInTheDomest
icAndTheI
nter
nat
ional
Areas.

Accept
ance Of A Compl
ete Di
git
ali
zat
ion Requi
res Upgr
ades Of
I
nfr
ast
ruct
ure,
Tool
s,
Rul
es And Regul
ati
ons.
Fur
ther
,Banks Need To Repl
ace An
Account
-Based Vi
ew OfCust
omerAnd AdaptA New Vi
ew Cust
omer
s And
Acknowl
edgeAsI
ndi
vi
dual
s.Thi
sHel
psI
nEnhanci
ngTheCust
omerExper
ienceWi
th
Rel
evant
,Conv
eni
entAndPer
sonal
i
zedPr
oductAndSer
vices.
Digi
talModer
nizat
ion
NeedsToGoHandI
nHandWi
thI
mpl
ement
ati
onOfSer
vicesQual
i
tyModel
sWhi
ch
Act
sAsADr
ivi
ngFor
ceToDeepanCust
omerSat
isf
act
ion,
Loy
alt
y,Sust
aini
ngLong-
Ter
m Rel
ati
omshi
pAndPr
ofi
tabi
l
ity
.Thi
sAppr
oachAl
soHasThePot
ent
ialToMeet
Cust
omer
sExpect
ati
onsAndBr
ingBanki
ngBackToTheBank.

ThePhy
sicalFor
m OfCur
rency
,UnderACent
ralBanki
ngSy
stem,
HasRecent
lyCome
I
nCont
rastToDi
git
alCur
rency
,Whi
chI
sOper
atedByAComput
erGener
atedDev
ice
Cal
l
edCr
ypt
ogr
aphyOrCr
ypt
ology
.Cr
ypt
ogr
aphyI
sA Por
tmant
eauWor
d,Der
ived
Fr
om TheGr
eekWor
dsKput
tosMeani
ngSecr
et,AndGr
aphei
nMeani
ngWr
it
ing.
Accor
dingToSev
eralExper
ts,
RomanEmper
orJul
i
usCaeser
,UsedCr
ypt
ogr
aphy
Wi
thAShi
ftToThr
eeToCommunci
cat
eWi
thI
sGener
als.ASi
mil
arTechni
queWas
Used By Car
ving Ci
pher Text On St
one I
n Egy
pt.Cr
ypt
ogr
aphy Was Al
so
Recommended I
n Kamasut
ra As A WayForLov
ers To Communi
cat
e Wi
thout
Di
scov
ery
.

Today
,Cr
ypt
ogr
aphy I
s The St
udy And Pr
act
ice Of Techni
ques Fi
r Secur
e
Communi
cat
ion I
n ThePr
esenceOfThi
rd Par
ti
es OrAdv
ersar
ies.I
tIsAbout
Const
ruct
ing And Anal
yzi
ng Pr
otocol
s,Ther
eby Av
oidi
ng The I
nfl
uence Of
Adv
ersar
ies.I
tIsA MeansOfSecr
etCommuni
cat
ionCov
eredUnderA Pr
otocol
,
EncodedUsi
ngACr
ypt
icFor
matAndCanBeOnl
yDecodedBySomeoneWi
thA

10
Pur
posef
ull
yDesi
gnedPasswor
d,CodeOrKeyToOv
ercomeTheVar
iousAspect
sOf
I
nfor
mat
ionSecur
it
yThatI
ncl
udesConf
ident
ial
i
tyAndI
ntegr
it
y,Aut
hent
icat
ionAnd
Non-
Repudi
ati
on. Di
git
al Cur
rency Faci
l
itat
es Set
tl
ement Of Ecommer
ce
Tr
ansact
ions.SomeOfTheAppl
i
cat
ionsOfCr
ypot
ogr
aphyI
n Busi
nessI
ncl
ude
At
mcar
ds,
Comput
erPasswor
d,Ecommer
ceAndE-
Banki
ng.

Di
git
alCur
rency
,AmongI
tsVar
iousNames,I
sEl
ect
roni
cMoneyThatAct
sAsAn
Al
ter
nat
iveCur
rency,
Gener
atedThr
oughAComput
erPr
ogr
am.Cur
rent
ly,
Alt
ernat
ive
Di
git
alCur
renci
esAr
eNotPr
int
ed ByGov
ernmentEndor
sed Cent
ralBanksNor
Necessar
il
y Backed By Nat
ionalCur
rency
.Di
git
alCur
rency May Be OfTwo
Ty
pes:
Cry
pto Cur
rency And Non- Cr
ypt
o Cur
rency
. The For
mer Rel
i
es On
Cr
ypt
ogr
aphy To Cr
eat
e And Manage The Cur
rency
.They Ar
e Peer
-To-
Peer
,
Decent
ral
i
zed,
AndMost
lyBasedOnTheFi
rstCr
ypt
oCur
rencency
.

E-
Banki
ngI
sAnAut
omat
icSy
stem ToDel
i
ver
edDi
ff
erentBanki
ngSer
vicesDi
rect
ly
ToTheCust
omer
sThr
oughVar
iousCommuni
cat
ionChannel
s,Cust
omer
sAccessE-
Banki
ng Ser
vices Usi
ng An I
ntel
l
igentEl
ect
roni
c Dev
ice ,Such As A Per
sonal
Comput
er [
PC]
,
Per
sonalDi
git
alAssi
stant [
PDA]
,Aut
omat
ed Tel
l
er Machi
ne
[
ATM]
,
Kiosk,Or Touch Tone Tel
ephone. I
n Si
mpl
e Wor
d:“
E-Banki
ng I
sA
Combi
nat
ionOfTwo,El
ect
roni
cTechnol
ogyAndBanki
ng,I
tIsAPr
ocessByWhi
ch
Cust
omerEnj
oyedTheBanki
ngFaci
l
iti
esWi
thoutVi
sit
ing TheBr
anch.ThePay
ment
Eco-
Syst
em I
nTheCount
ryPr
ovi
desMul
ti
pleOpt
ionsToDi
ff
erentSegment
sOf
User
sForFundTr
ansf
erAsWel
lAsForMaki
ngPay
ment
sInExchangeOfVal
ueFor
GoodsAndSer
vices.Wi
thI
ncr
easi
ngAdopt
ionOfEl
ect
roni
cPay
ment
s,Par
ti
cul
arl
y
ThoseDr
ivi
ngE-
Banki
ngTher
eIsGr
owi
ngDemandForFast
erPay
mentSer
vices
Whi
ch,
InTur
n,Faci
l
itat
eEaseI
nDoi
ngFi
nanci
alTr
ansact
ions.

Demonet
izat
ionI
sA ToolToBat
tl
eInf
lat
ion,
BlackMoney
,Cor
rupt
ionAndCr
ime,
Di
scour
ageACashDependentEconomyAndHel
pTr
ade.Demonet
izat
ionI
sAnAct
OfSt
ri
ppi
ngACur
rencyUni
tOfI
tsSt
atusAsALegalTender
.ItWas8thOfNov
ember
2016 At8p.
M Wher
e Honour
abl
e Pr
ime Mi
nist
erOfI
ndi
a Mr
.Nar
endr
a Modi
AnnouncedToDemonet
ize500And1000RupeesCur
rencyFr
om TheEconomyAnd
Wi
thTheLi
mitOfWi
thdr
awal
OfRupeesFr
om BankAccountAndRupee2000/
-Fr
om
ATM.Af
terDemonet
izat
ion,Onl
i
neBanki
ngHasMadeThi
ngsMuchEasi
erAndHas
Sav
edLotOfTi
meOfBankEmpl
oyeeAsWel
lAsGener
alPubl
i
c.TheTr
adi
ti
onal
Way

11
OfWai
ti
ngI
nAQueueAndFi
l
li
ngUpAl
lTheFor
msManual
l
y,I
sNoHassl
eNowFor
Tr
ansact
ing Wi
th AnyBank.Banks I
nIndi
a Ar
e Of
fer
ing Wi
de Range OfThei
r
Ser
vicesAndThei
rPr
oductThr
oughI
nter
netBanki
ng.

Thi
sSt
udyEv
aluat
esHow Demonet
izat
ionAf
fect
sQual
i
ty E-
Banki
ngSer
visesAs
Wel
lAsThePer
cept
ionAndSat
isf
act
ionLev
elOfUserTowar
dsE-
Banki
ngSer
vices.
Qual
i
tyOfE-
Banki
ng Ser
vicesHasBeenEv
aluat
ed Usi
ng Sev
en Di
mensi
onsOf
SERVQUALMODEL.

I
ndi
aIsMov
ingFor
war
dOnTheWayOfTheMostSi
gni
fi
cantDi
git
alRev
olut
ionAnd
Di
git
alPay
mentSy
stem Wi
l
lBeAnI
mpor
tantLandmar
kInTheRegi
meOfCashl
ess
EconomyI
nTheComi
ngYear
s.Di
git
alPay
mentSy
stem I
sAnEl
ect
roni
cMedi
um
ThatAl
l
ows Cust
omer
s To Make El
ect
roni
c Commer
ce Tr
ansact
ions ForThei
r
Pur
chaseAndAl
soFi
nanci
alTr
ansact
ions.TheDev
elopmentOfTheDi
git
alPay
ment
I
nIndi
aIsAnt
ici
pat
edToBeDr
ivenByDi
git
alPay
mentSer
vicePr
ovi
der
s,Ef
fect
ive
Banki
ngRegul
ator
yMechani
sm AndExper
ienceOfConsumer
sAndTheseAr
eAl
so
Gr
owt
hEnhanci
ngFact
orsForDi
git
alPay
mentI
nIndi
a

Di
git
alPay
ment Sy
stem Has Remar
kabl
e Moment
um Par
ti
cul
arl
y Af
ter
Demonet
izat
ionI
nIndi
a.TheGov
ernmentOfI
ndi
aIsTaki
ngVar
iousSt
epsFor
Ef
fi
cientUt
il
izat
ionOfDi
git
alPay
mentPal
tf
ormsToWi
peOutCor
rupt
ionAndBl
ack
MoneyFr
om TheI
ndi
anEconomi
cSy
stem .Pr
esent
ly,Ar
ound60Per
centOfThe
Tr
ansact
ionsI
nIndi
aAr
eTakenPl
aceThr
oughDi
git
alPl
atf
orms.Thr
oughDi
git
al
Pay
mentI
s Gener
all
y Accept
ed By Publ
i
c,Ther
e Ar
e Few Cr
it
ici
sms About
Pr
ocessi
ngOfDi
git
alPay
mentSy
stem Ar
eLaunchedI
nIndi
a.Wi
thThi
sBackdr
op,
It
I
sImper
ati
veToSt
udyThePer
cept
ionOfConsumer
sTowar
dsDi
git
alPay
mentI
n
Coi
mbat
oreDi
str
ict
.

1.
2DI
GITALI
ZATI
ONS

Di
git
ali
zat
iont
hepr
ocessofconv
ert
ingi
nfor
mat
ioni
ntoadi
git
alf
ormat
,in
whi
cht
hei
nfor
mat
ioni
sor
gani
zedi
ntobi
ts.Ther
esul
tist
her
epr
esent
ati
onofan
obj
ect
,image,sound,documentorsi
gnalbygener
ati
ngaser
iesofnumber
sthat
descr
ibe a di
scr
ete setofi
ts poi
nts orsampl
es.The r
esul
tis cal
l
ed di
git
al
r
epr
esent
ati
onor
,mor
especi
fi
cal
l
y,adi
git
ali
mage,f
ort
heobj
ect
,anddi
git
alf
orm,
f
ort
hesi
gnal
.i
nmoder
npr
act
ice,
thedi
git
izeddat
aisi
nthef
orm ofbi
nar
ynumber
s,

12
whi
chf
aci
l
itat
ecomput
erpr
ocessi
ngandot
heroper
ati
ons,butst
ri
ctl
yspeaki
ng,
di
git
izi
ngsi
mpl
ymeanst
heconv
ersi
onofanal
ogsour
cemat
eri
ali
ntoanumer
ical
,
t
hedeci
mal
oranyot
hernumbersy
stem t
hatcanbeusedi
nst
ead.

Di
git
ali
zat
ion i
s ofcr
uci
ali
mpor
tance t
o dat
a pr
ocessi
ng,st
orage and
t
ransact
ion,becausei
t“al
l
owi
nfor
mat
ionofal
lfor
mat
stobecar
ri
edwi
tht
hesame
ef
fi
ciencyandal
soi
nter
mingl
ed”
.Unl
i
keanal
ogdat
a,whi
cht
ypi
cal
l
ysuf
fer
ssome
l
ossofqual
i
tyeacht
imei
tiscopi
edort
ransmi
tt
ed,di
git
aldat
acan,i
ntheor
y,be
pr
eser
vingi
ndef
ini
tel
ywi
thabsol
utel
ynodegr
adat
ion.Thi
siswhyi
tisaf
avor
edway
ofpr
eser
vingi
nfor
mat
ionf
ormanyor
gani
zat
ionar
oundt
hewor
ld.

1.
3Oper
ati
onalDef
ini
ti
on

DI
GITALBANKI
NG

Di
git
albanki
ng can be def
ined as ext
endi
ng t
he t
ransact
ionalf
aci
l
ityt
o
cust
omer
sbybankst
hroughv
ari
oussecur
eddi
git
alchannel
sbyt
aki
ngcar
eofdat
a
secur
it
y,r
elat
edr
iskmi
ti
gat
ionandr
egul
ator
yaspect
sbybankst
hemsel
ves.Thi
sis
achi
evedbyi
ntegr
ati
ngonl
i
ne(
int
ernet
)andmobi
l
ebanki
ngser
vicesbyadopt
ionof
l
atestdi
git
alt
echnol
ogi
esl
i
keanal
yti
cs,soci
almedi
a,i
nnov
ati
vepay
mentsol
uti
ons
andmobi
l
etechnol
ogi
es.

CUSTOMERSATI
SFACTI
ON

Cust
omer
s sat
isf
act
ionf
rom apr
oductoraser
vicebasedonwhet
hert
hei
rneedi
s
metef
for
tl
essl
y,i
naconv
eni
entwayt
hatmakest
hem l
oyalt
othef
ir
m.Hence,
cust
omersat
isf
act
ioni
sani
mpor
tantst
ept
ogai
ncust
omerl
oyal
tyor
gani
zat
ions
Cal
cul
ateTheCust
omerSat
isf
act
ionScor
e(CSAT)
,whi
chi
stheav
erager
ati
ngofa
cust
omer
’sr
esponses,
theNetPr
omot
erScor
e(NPS)
,whi
chi
ndi
cat
est
hepr
obabi
l
ity
t
hatacust
omerr
efer
sabr
andt
oanot
herper
son,andt
heCust
omerEf
for
tScor
e

13
(
CES)
,whi
chi
ndi
cat
eshoweasyi
tisf
oracust
omert
odobusi
nesswi
thaf
ir
m.The
cust
omersat
isf
act
ionmet
ri
csar
ethenusedt
oest
imat
econsumerbehav
ior
.

SERVI
CEQUALI
TY

Accor
dingt
ofar
lexf
reedi
cti
onar
y,ani
ghtcl
ubal
soknownasadi
scot
heque,or
si
mpl
yacl
ubordi
scoi
sanest
abl
i
shmentoranent
ert
ainmentv
enuewhi
chusual
l
y
oper
atesl
ateatni
ght
,pr
ovi
desent
ert
ainmentsuchasdanci
ngandgener
all
yopens
unt
ilt
heear
lymor
ning.
’i
naddi
ti
onasperwi
ki
pedi
a,‘
ani
ght
clubi
sdi
ff
eredf
rom bar
s,
pubsort
aver
nsbyt
hei
ncl
usi
onofadancef
loorandadi
scj
ockey(
dj)boot
h,wher
e
adjpl
aysr
ecor
deddance,hi
phop,r
ock,r
eggae,dubst
ep,popmusi
candami
xof
songspl
ayed.

DI
GITALBANKI
NG–ABOONORBANE

Thedi
git
alpay
mentsy
stem ar
enow poi
sedt
otakequant
um l
eapsi
nthi
snew er
a
t
hatati
slar
gel
ydr
ivenbyt
heubi
qui
tousi
nter
net
.Thesedi
srupt
ivedy
nami
csand
r
evenuemodel
sar
eli
ter
all
ythenew gamechanger
s-causi
ngt
angi
bleandt
act
ical
shi
ft
s acr
oss maj
orv
ert
ical
s.e-
commer
ce and m-
commer
ce access i
slar
gel
y
at
tri
but
edt
othephenomenal
growt
hofv
ari
ousdi
git
alpay
mentt
echnol
ogi
essuchas
car
dpay
ment
s,el
ect
roni
cfundt
ransf
ers,pay
mentgat
eway
s,e-
pay
ment
s,smar
t
car
d,mobi
l
emoneywal
l
etset
c..
,pi
vot
alt
o embr
aci
ng such new agepay
ment
sy
stemsar
ethepeopl
e,t
echnol
ogi
es,andpr
ocesst
hathav
etoget
hercr
eat
edv
ast
,
r
obustanddependabl
enet
wor
ksandseaml
esssy
stemst
hatguar
ant
eehumongous
t
ransact
ionalv
olumesatbr
eakneckspeed,wi
thdependabl
esecur
it
yandcount
er-
checksbui
l
tar
oundt
hem.Thesear
eal
ltaki
ngI
ndi
atot
het
hreshol
doft
hebi
g
l
eagueandt
omaket
hecount
rybat
tl
e-r
eadyt
ocompet
ewi
tht
hemosti
nfl
uent
ial
i
ndust
ri
aland f
inanci
alpower
s ofgl
obalbusi
nesses.Wi
th di
git
albanki
ng and
mobi
l
ity
,theneedi
snol
ongert
o“l
eap-
fr
og”butt
o“deep-
dri
ve”i
ntot
hef
utur
e.Goi
ng
di
git
alandmobi
l
eforabanki
snol
ongeranopt
ion,i
t’
sasi
mpl
ebar
enecessi
ty-t
o
col
l
abor
ate and f
lour
ish.Today
’s chal
l
engi
ng di
git
alpay
mentecosy
stem has
becomeabur
geoni
ngmar
ket
place.

CUSTOMERS’
STANDPOI
NT

Banksar
enowi
ncr
easi
ngl
ywor
ryi
ngaboutt
hei
rver
ybast
ionsbei
ngco-
shar
edbya
st
ri
ngofnewagepl
ayer
sandt
heendcust
omeri
sthesi
ngl
elar
gestbenef
ici
arywi
th

14
abouquetofser
vicesandser
vicepr
ovi
der
stochoosef
rom andal
ongwi
thhugel
y
compet
it
ivepr
ici
ngmodel
s.Bankswi
l
lhav
etoi
ncr
easet
hei
roper
ati
onalef
fi
ciency
and i
mpr
ovet
hecust
omerexper
ience bymeet
ing t
he cust
omer
s’expect
ati
ons
swi
ft
lyi
nor
dert
okeept
hei
rposi
ti
oni
ncor
emar
ket
s.

Thel
evelofaut
omat
ionanddi
git
ali
zat
ionoft
heaccountopeni
ngandon-
boar
ding
pr
ocesshasbecomev
erycr
uci
al.Themosti
mpor
tantaspecti
stoi
mpr
ovet
he
abi
l
ityf
orconsumer
sto open anynew accountusi
ng di
git
alchannel
sand t
o
ef
fi
cient
lyonboar
dthenew cust
omerdi
git
all
y.I
nthi
sar
ea,t
radi
ti
onalbanksst
il
l
di
ff
erst
ri
ki
ngl
yfr
om t
henew mar
ketpl
ayer
swhoof
feraconv
eni
entend-
to-
end
onl
i
nepr
ocess.

Theabi
l
ityt
oof
ferbasi
caswel
lasv
alue-
addedcont
entandf
unct
ional
i
tiest
hrough
di
git
alchannel
sisanot
heri
mpor
tantaspect
.Val
ue-
addedcont
entandf
unct
ional
i
ties,
i
ncont
rast
,wi
l
lcont
ri
but
est
rongl
ytowar
dsaposi
ti
vecust
omerexper
ience.v
alue
addedf
unct
ional
i
tiesi
ncl
udedi
git
aldocumentsaf
ekeepi
ng,
accesst
ofi
nanci
alnews,
di
git
ali
nvest
ing,per
sonal
i
zeddi
git
alal
ert
s,di
git
alsav
ingt
ool
s,onl
i
nechat
,soci
al
medi
abanki
ng,
e-l
obbi
eset
c.amongot
her
s.

Si
mpl
i
cit
yofdesi
gn,av
ail
abi
l
ityofcont
ext
ualof
fer
sandabi
l
ityt
oper
sonal
i
zet
he
exper
ience ar
e def
ini
tel
ysome oft
he keysuccess f
act
ors.The di
ff
erent
iat
ion
bet
weencompet
it
orswi
thr
egar
dtodesi
gnander
gonomi
cswi
l
ldeci
det
hewi
nner
.In
t
hecomi
ngday
sdesi
gnwi
l
lbeamuchbi
ggerdi
ff
erent
iat
or,
wit
hsi
mpl
i
cit
ybei
ngt
he
ov
erar
chi
nggoal
.El
ement
sal
l
owi
ngconsumer
stoper
sonal
i
zet
hei
rdi
git
albanki
ng
exper
ience,
suchascont
ext
ualcr
oss-
sel
l
ing,
theabi
l
ityt
osetupper
sonal
i
zeddi
git
al
al
ert
sandt
heev
enabi
l
ityf
ort
hecust
omert
odesi
gnt
hei
rowndi
git
albanki
ngapp
wi
l
lgai
npr
omi
nence.

ROLEOFDI
GITI
ZATI
ONI
NINDI
ANBANKI
NG

Banksi
nIndi
aasawhol
ewer
ever
yrel
uct
antt
oadoptt
hechangesbr
oughtaboutby
t
echnol
ogi
caladv
ancement
.Anumberoff
act
orsbr
oughtaboutt
hemechani
zat
ion
anddi
git
izat
ioni
nbanki
ngi
ndust
ryi
nIndi
a.t
heput
ti
ngi
npl
acest
andar
dcheque
encoder
swast
hef
ir
stst
epf
orwar
dindi
git
alt
ransf
ormat
ioni
nbanki
ng.
Megnet
icI
nk
Char
act
erRecogni
ti
on(
MICR)hel
psi
nthesor
ti
ngandpr
ocessi
ngofchequeswi
th
eachbankbr
anchhav
inganMI
CRcode.Thenextst
epwasmor
eofanecessi
tyt
hat

15
ani
nnov
ati
on.Banki
ngi
sar
espect
ivej
obandt
her
efor
eal
abor
-i
ntensi
veonewher
e
t
hewor
keri
npr
onet
omaki
ngmi
stakes.
inor
dert
omi
nimi
zeer
rorandspeedupt
he
pr
ocess,
banksbeganusi
ngcomput
ert
echnol
ogywi
thst
andar
dper
sonalcomput
ers
andt
hensetupt
hei
rownLocalAr
eaNet
wor
ks(
LAN)
.Cent
ral
i
zedOnl
i
neRealTi
me
Exchange(
cor
e)banki
ngt
husal
l
owedcust
omer
stoper
for
mfi
nanci
alt
ransact
ion
and access t
hei
raccountf
rom anyoft
he par
ti
cipat
ing bans br
anches.Then
Aut
omat
edTel
l
erMachi
ne(
ATMs)ar
ri
vedont
hesceneandel
ect
roni
cfundt
ransf
er
wer
emadepossi
ble.Onl
i
nebanki
ngandt
ele-
banki
ngmadet
hei
rappear
ancei
nthe
2000'
sanddi
ff
erentmodesofonl
i
nef
undt
ransf
erwer
einst
it
utedl
i
keRealTi
me
Gr
ossSet
tl
ement(
RTGS)I
mmedi
atePay
mentSy
stem (
IMPs)
.Nat
ionalEl
ect
roni
cs
FundTr
ansf
er(
NEFT)andNat
ional
Elect
roni
cCl
ear
ingser
vice(
NECS)
.

1.
4St
atementofPr
obl
em

 Duet
oeconomi
cgl
obal
i
zat
ion,i
nfor
mat
iont
echnol
ogyr
evol
uti
on,changi
ng
cust
omerr
equi
rement
s and i
ncr
easi
ng compet
it
ion hav
e posed a l
otof
chal
l
engest
otheexi
sti
ngbanki
ngsect
ori
nIndi
a..

 Thebanksnow compet
ewi
thoneanot
hert
oof
ferv
alueaddedser
vicest
o
cust
omert
owi
dent
hei
rcl
i
entbases.
technol
ogyai
dedpr
oduct
sli
keat
ms,
poi
ntofsal
edev
ices,
any
wher
ebanki
ng,
smar
tcar
ds,
onl
i
nebanki
ngandwap
banki
nghav
egi
vent
hecust
omer
stochoosehi
schannelofget
ti
ngcat
eredt
o
hi
srequi
rement
s..

 Nowaday
sthemaj
orobj
ect
iveofcommer
cialbankshav
eto mor
eat
tracta
l
arge cust
omerbase by of
fer
ing mor
e del
i
ver
y channel
s,gi
vi
ng mor
e
i
mpor
tancet
ocust
omerr
elat
ionshi
ps.Onl
i
nebanki
ngi
sgai
ningpopul
ari
tyas
adel
i
ver
ychannel

 Thecust
omer
sbenef
itbysav
ingt
imeatt
hecount
eroft
hebr
anchhav
ing
accesst
ohar
dcashatanygi
venpoi
ntoft
ime,bei
ngabl
etocheckt
hei
r
account
sfr
om any
wher
e,aswel
lassav
ingt
ransact
ioncostt
othebank.On
t
heot
hersi
de,t
hebanksav
esoni
tsoper
ati
ngcost
s,asot
her
wisei
twoul
d
r
equi
ret
rai
nedst
afft
olat
ert
ocust
omerneedsandcanr
educet
hecostoft
he
t
ransact
ions.Thi
sst
udyi
stoanal
yzedt
hatt
hecust
omersat
isf
act
iont
owar
ds
Di
git
alBanki
ngSer
viceswi
thspeci
alr
efer
encet
oCoi
mbat
oreCi
ty.
(Sel
ect
ed

16
 commer
cial
banksonl
y).

1.
5Obj
ect
ivesoft
heSt
udy

 Toknowaboutt
heconceptofDi
git
alBanki
ngSer
vicesandev
aluat
ethel
evelof
awar
enessaboutt
hebanki
ngser
vices.

 Toi
dent
if
ythev
ari
ousf
act
orsi
nfl
uenci
ngt
heusageofDi
git
alBanki
ngSer
vices.

 To measur
ethe l
evelofsat
isf
act
ion ofdi
git
albanki
ng ser
vice among t
he
cust
omeri
nsel
ect
edcommer
cial
banks.

 ToI
dent
if
ythechal
l
engesar
efacedbyt
hecust
omer
sinDi
git
albanki
ngSer
vices.

1.
6Scopeoft
heSt
udy

 A St
udy On Cust
omer
s Opi
nion Towar
ds Di
git
alBanki
ng Ser
vices Wi
th
Ref
erencesel
ect
edcommer
cial
banks

 TheCommer
cial BanksPr
ovi
dev
ari
ousut
il
it
ySer
viceofDi
git
alBanki
ng
f
aci
l
iti
est
othei
rCust
omer
s

 Thepur
poseoft
hisst
udyi
stoanal
yzet
hesat
isf
act
ion l
evelofcust
omer
s
t
owar
dsdi
git
albanki
ngser
vices

 Ther
esear
chwi
l
lcov
ert
hecust
omeropi
nionondi
git
albanki
ngser
vices
whi
chwi
l
lbehel
pful
forf
urt
herdev
elopmentandgr
owt
hofbanki
ngi
ndust
ri
es.

1.
7LI
MITATI
ONOFTHESTUDY

Duet
oconst
rai
ntsoft
imeandr
esour
ce,t
hest
udyi
sli
kel
ytosuf
ferf
rom cer
tai
n
l
i
mit
ati
ons.Sum oft
hesear
ement
ionedher
eundersot
hatt
hef
indi
ngsoft
hest
udy
maybeunder
stoodi
napr
operper
spect
ive.

 Thest
udyi
srel
atedt
oCommer
cialbanksonl
y.
Co-
oper
ati
ve&f
orei
gnbanks
ar
enoti
ncl
uded.

17
  Thest
udyi
srel
atedt
oCoi
mbat
oreonl
y.

 Thei
nfor
mat
iongi
venbyt
her
espondent
smi
ghtbebi
asedbecausesum of
t
hem mi
ghtnotbei
nter
est
edt
ogi
vecor
recti
nfor
mat
ion.

 Cust
omersat
isf
act
ionf
ocusesonl
yrel
atedt
obanki
ngser
vices.Ot
herar
enot
cov
ered.

1.
8Dat
aCol
lect
ion

TheCol
lect
ionofDat
ahav
edi
vi
dedi
ntot
wocat
egor
ies;

1.Pr
imar
yDat
a

2.Secondar
yDat
a

1.
8.1Pr
imar
yDat
a

Pr
imar
yDat
aFor
msabasi
soft
heSt
udy
.TheResear
cherhasf
ocusedont
his
st
udyi
stoCoi
mbat
oreCi
ty.Thi
sSt
udyaboutt
heCust
omer
’ssat
isf
act
iont
owar
ds
Di
git
alBanki
ngSev
ices(
Sel
ect
edCommer
cialBanks)agr
oupof500r
espondent
s
wer
esel
ect
edasSampl
erespondent
s.Quest
ionnai
rewasusedt
oCol
l
ectPr
imar
y
Dat
afr
om Respondent
s.TheQuest
ionnai
rewasst
ruct
ured t
ypeAnd cont
ained
quest
ionsr
elat
ingt
odi
ff
erentdi
mensi
onsOfDi
git
alBanki
ngPr
efer
ences,Fact
ors
I
nfl
uenceTheUsageofDi
git
alSer
vices,Fr
equencyandPer
iodOfUsage,Benef
it
s
Accr
uingt
otheuser
sofDi
git
alSer
vices,
andPr
obl
emsar
eEncount
ered.

1.
9Secondar
yDat
a

The Secondar
y Dat
a Regar
ding Thi
s St
udy I
s Col
l
ect
ed Fr
om Books,
Magazi
nesJour
nal
s,Rel
evantPr
oject
sAndI
nter
net
.

1.
10Sampl
ingDesi
gn

Resear
chdesi
gnconst
it
utest
hebl
uepr
intf
ort
hecol
l
ect
ion,measur
ement
andanal
ysi
sofdat
a.Thepr
esentst
udyseekst
oident
if
ytheext
entofcust
omer
’s
sat
isf
act
iont
owar
dsdi
git
albanki
ng.Byusi
ngconv
eni
entandr
andom sampl
i
ng
met
hod,500r
espondent
swer
econsi
der
edf
ort
hest
udy
.Fort
hepur
poseofsur
vey
,
di
git
albanki
nguser
sfr
om di
ff
erentar
easi
nCoi
mbat
orewer
econsul
ted.

18
1.
11Sampl
eSi
ze

I
tindi
cat
est
henumber
sofpeopl
etobesur
vey
ed.Thoughsampl
esgi
vemor
e
r
eli
abl
eresul
tst
hansmal
lsampl
esbutduet
oconst
rai
ntoft
imeandmoney
,the
sampl
esi
zewasr
est
ri
ctedt
o500r
espondent
s.Ther
espondent
sbel
ongt
odi
ff
erent
i
ncomegr
oupandpr
ofessi
on.

1.
12Resear
chPer
iod

Thef
iel
dwor
koft
hest
udywascar
ri
edonf
or6mont
hsf
rom Nov
ember2019t
o
Apr
il2020

1.
13RESEARCHGAP

Ther
ear
emanyst
udi
esaboutanal
yzi
ngconsumerat
ti
tudet
owar
dsi
nter
netbanki
ng
andmobi
l
ebanki
ng.I
npostdemonet
izat
ionscenar
iogov
ernmenti
sencour
agi
ng
peopl
etoadoptf
oronl
i
net
ransact
ions.Thepr
esentst
udyf
ulf
il
lst
her
esear
chgap
by st
udy
ing t
he consumer
’s at
ti
tude t
owar
ds onl
i
ne banki
ng i
nthe er
a of
demonet
izat
ion.

1.
14CHAPTERSCHEME
ThePr
ojectRepor
tHasBeenAr
rangedAndPr
esent
edI
nFi
veChapt
ers.
 The Fi
rstChapt
erDeal
s Wi
thI
ntr
oduct
ion And Desi
gn OfThe St
udy
,
Obj
ect
ivesOfTheSt
udy
,St
atementOfThePr
obl
em,ScopeOfTheSt
udy
,
Resear
chMet
hodol
ogy
,Sampl
i
ngDesi
gn,Sampl
i
ngSi
ze,Tool
sForAnal
ysi
s,
Resear
chPer
iod,
Limi
tat
ionOfTheSt
udyAndTheChapt
erScheme.
 TheSecondChapt
erDeal
sWi
thAr
eaPr
ofi
l
eAndRev
iewOfLi
ter
atur
e.
 TheThi
rdChapt
erDi
git
alBaki
ngAnOv
erv
iew,Expl
ainsAboutTheEv
olut
ion
OfDi
git
alBanki
ng,
UsageOfDi
git
alBanki
ng,
Var
iousDi
git
alBanki
ngPr
oduct
s
AndSer
vicesAndAdv
ant
agesAndFeat
uresOfDi
git
alBanki
ng.
 TheFour
thChapt
erDeal
sWi
thDat
aAnal
ysi
sAndI
nter
pret
ati
onOfDi
git
al
Banki
ngSer
vices.
 TheFi
ft
hChapt
erI
ll
ust
rat
esTheFi
ndi
ngs,Suggest
ionsAndConcl
usi
onOf
TheSt
udy
.

REFERENCES

19
1.ht
tps:
//www.
resear
chgat
e.net
/publ
i
cat
ion/
330383858_
a_r
ise_
of_
digi
tal
_banki
ng_
ini
ndi
a-_
a_case_
study
_of
_hdf
c_bank
2.ht
tp:
//www.
ehow.
com/
about
_6628945_
hist
ory
-el
ect
roni
c-banki
ng.
html

3.ht
tp:
//www.
docst
oc.
com/
docs/
15875336/
e-banki
ng-
a-compl
ete-
proj
ect

4.Dr
.Mr
s.Gomat
i.V,
”Inf
ormat
iont
echnol
ogyi
nBanki
ngSect
or”
,Ki
ssanWor
ld
(
Nov
ember2004)v
ol.
31.
no:
11pg.
no:
27

5.ht
tp:
//i
ndi
anr
esear
chj
our
nal
s.com/
pdf
/apj
mmr
/2012/
december
/2.
pdf

6.ht
tp:
//www.
ii
bms.
org/
pdf
/ebooks/
e-banki
ng%20management
.pdf

7.ht
tp:
//www.
excl
usi
vemba.
com/
ij
emr

8.ht
tp:
//www.
scr
ibd.
com/
doc/
31035235/
26/
chi
-squar
e-t
est

9.sugarc.j
ain,“
e-banki
ng”
,rbsapubl
i
sher
s,340,chaur
arast
ajai
pur
-302003,
i
ndi
a(2006)
,pp.
188-
189.

20
 CHAPTER-I
I

AREAPROFI
LEANDREVI
EW OFLI
TERATURE

Thi
schapt
erdeal
swi
thar
eapr
ofi
l
eandr
evi
ewofl
i
ter
atur
e

2.
1AREAPROFI
LE

The pr
esentst
udyar
ea i
s Coi
mbat
ore,whi
ch i
sthe i
ntegr
alpar
tofi
n
Tami
l
nadu.Ther
efor
e,t
hepr
ofi
l
eofCoi
mbat
oredi
str
icti
sal
soessent
ialf
ort
he
st
udy
.

2.
1.1HI
STORYANDGEOGRAPHY
I
n 18t
h cent
ury
,thecoi
mbat
orer
egi
on cameundert
he ki
ngdom ofmy
sor
e,
cont
rol
l
edbyhy
deral
iandl
atert
ipusul
tan.Af
terdef
eat
ingt
ipusul
tani
ntheangl
o-
my
sor
ewar
s,t
hebr
it
isheasti
ndi
acompanyannexedcoi
mbat
oret
othemadr
as
pr
esi
dencyi
n1799.Coi
mbat
orepl
ayedapr
omi
nentr
olei
nthesecondpol
i
garwar
agai
nstt
he br
it
ish i
n 1801,as i
twas t
he ar
ea ofoper
ati
ons ofdheer
an
chi
nnamal
ai.I
n1865,coi
mbat
orewasest
abl
i
shedast
hecapi
taloft
henewl
y
f
ormedcoi
mbat
oredi
str
ictandi
n1866i
twasaccor
dedt
hemuni
cipal
i
tyst
atus.
Si
rrober
tst
anes became t
he f
ir
stchai
rman oft
he coi
mbat
ore ci
tycounci
l
.
I
ndust
ri
ali
zat
ionoft
her
egi
onbegi
nin1888andcont
inuedi
ntot
he20t
hcent
ury
.
Theci
tyexper
iencedat
ext
il
eboom i
n1920sand1930sduet
othedecl
i
neoft
he
cot
toni
ndust
ryi
nmumbai
.Ther
egi
onpl
ayedasi
gni
fi
cantr
olei
nthei
ndi
an
i
ndependencemov
ement
.Post
-i
ndependence,coi
mbat
orehasseenr
api
dgr
owt
h
duet
oindust
ri
ali
zat
ion.I
n1981,coi
mbat
orewasconst
it
utedasacor
por
ati
on.
Coi
mbat
orei
ssi
tuat
edi
ntheex
tremewestoft
ami
lnadu,
neart
hest
ateofker
ala.
I
tissur
roundedbymount
ainsont
hewest
,wi
thr
eser
vef
orest
sandt
he(
nil
gir
i
bi
ospher
ereser
ve)ont
henor
ther
nsi
de.

2.
1.2BLOCKSI
NCOI
MBATOREDI
STRI
CT

Ther
e ar
etwel
ve bl
ocks i
n Coi
mbat
ore di
str
ict
.The det
ail
s oft
he bl
ocks ar
e
asFol
l
ows:

1.Anamal
ai

21
2.Annur

3.Kar
amadai

4.Ki
nat
hukadav
u

5.Madukkar
ai

Asment
ionedi
ntheabov
eor
der
,anamal
ibl
ocki
ncl
udes19v
il
lages,annur
block
i
ncl
udes21v
il
lages,17v
il
lagesar
ether
einkar
amadaibl
ock,ki
nat
hukadav
ubl
ock
consi
sts of34 v
il
lages,ni
ne v
il
lages ar
ein madukkar
aibl
ock,ni
ne v
il
lages
i
nper
iyanai
ckanpal
ayam bl
ock.Pol
l
achi(
nor
th)bl
ocki
ncl
udes39v
il
lages,pol
l
achi
(
sout
h) bl
ock i
ncl
udes 26 v
il
lages, sar
car
samakul
am consi
sts of ei
ght
v
il
lages,
sul
tanpet i
ncl
udes 20 v
il
lages, sul
ur consi
sts of 17 v
il
lages and
t
hondamut
hurbl
ockconsi
stsof10v
il
lages.I
ntot
al,t
her
ear
e12bl
ocksand229
v
il
lages.

2.
1.3TALUKSI
NCOI
MBATOREDI
STRI
CT

Coi
mbat
oreDi
str
ictConsi
stsOfNi
neTal
uks.TheDet
ail
sAr
eAsFol
l
ows:

1.Coi
mbat
ore(
Nor
th)

2.Coi
mbat
ore(
Sout
h)

3.Met
tupal
ayam

4.Pol
l
achi

5.Sul
ur

6.Val
par
ai

2.
1.4DEMOGRAPHI
CDETAI
LSOFCOI
MBATOREDI
STRI
CT

Thet
otal
popul
ati
onofcoi
mbat
oredi
str
icti
s2916620outofwhi
ch1482228

Ar
emal
esand1434392ar
efemal
es.Thet
otal
rur
alpopul
ati
onoft
hedi
str
icti
s854489

Andur
banpopul
ati
oni
s2062131.Asf
araseducat
ioni
sconcer
ned,
outoft
het
otal

22
Popul
ati
on,
2056377(
71%)ar
eli
ter
ates.Outoft
het
otal
li
ter
ates,
1140737(
77%)ar
e

Mal
esand915640(
64%)ar
efemal
es.

Thedi
str
icti
ncl
udesl
abourf
rom v
ari
ouspar
tsoft
hecount
ry.Thepopul
ati
on

Ofwor
ker
stot
alst
o937314outofwhi
ch627693ar
emal
e309621ar
efemal
e
wor
ker
s.

Thewor
ker
sfr
om r
ural
areast
otal
to436831andt
hatofur
banar
easar
e500483.

Agr
icul
tur
eist
hepr
imar
ysect
oroft
hedi
str
ict
.Mostoft
hepeopl
edependon

Agr
icul
tur
e.Thedi
str
ictcompr
isesof98364cul
ti
vat
orsand211056agr
icul
tur
al

Labour
ers.Thehousehol
dindust
ryconsi
stsof30381wor
ker
s.Maj
orl
anguages

Spokeni
nthedi
str
ictar
etami
l
,mal
ayal
am,
tel
ugu,
kannada,
engl
i
shandhi
ndi
.

2.
1.5EDUCATI
ON

Coi
mbat
orei
soneamongt
het
opmosteducat
ional
hubsi
nindi
a.I
tincl
udes

Sev
enuni
ver
sit
ies,
46ar
tsandsci
encecol
l
egesand67col
l
egesf
orpr
ofessi
onal

Educat
ionwhi
chi
ncl
udet
wof
oral
l
opat
hy,
twof
orhomeopat
hy,
twof
ori
ndi
an

Medi
cine,
59engi
neer
ingcol
l
eges,
onef
oragr
icul
tur
e,andonef
orl
aw.The

Educat
ional
inst
it
uti
onsofcoi
mbat
oredi
str
ictar
eequi
ppedwi
thst
ate-
of-
the-
art

I
nfr
ast
ruct
ure,
indust
ryi
nst
it
uti
oni
nter
act
ionandpr
act
ical
wayoft
eachi
ng

Met
hodol
ogy
.Thecol
l
egesar
rangef
requentj
obf
air
swher
ethest
udent
sofot
her

Col
l
egesar
einv
itedt
opar
ti
cipat
eandmakeuseoft
heempl
oymentoppor
tuni
ty.
Thi
s

Hel
psmanyst
udent
sincoi
mbat
oredi
str
ictt
ogett
hemsel
vespl
acedi
nreput
ed

Compani
es.

Thecoi
mbat
oredi
str
icti
sal
sof
amousf
ori
nst
it
uti
onsi
nthef
iel
dofmedi
cine

Engi
neer
ingandagr
icul
tur
e.Ther
ear
efi
vei
nst
it
uti
onst
eachi
ngmedi
cine,
59

Engi
neer
ingcol
l
eges,
oneagr
icul
tur
euni
ver
sit
y,onel
awcol
l
egeandt
went
ycol
l
eges

23
Forspeci
aleducat
ion.

2.
1.6MEDI
CALANDHEALTH

Coi
mbat
oredi
str
icti
sfamousnotonl
yforeducat
ional
andi
ndust
rysect
or,
but

Al
sof
ori
tsmedi
calandheal
thsect
or.Ther
ear
emanyhospi
tal
spr
ovi
dingt
reat
ment
f
or

Local
,nat
ionaland i
nter
nat
ionalpat
ient
s.Pat
ient
sfr
om abr
oad r
egul
arl
yvi
sit
hospi
tal
s

I
ncoi
mbat
oret
ogett
reat
ment
.

Ther
ear
e114hospi
tal
sand117di
spensar
ies.Ther
ear
e47pr
imar
yheal
th

Cent
res,
328heal
thsubcent
resand107ot
hermedi
cal
inst
it
uti
ons.Bedsi
nhospi
tal
s

Anddi
spensar
iesar
e1607i
nnumber
.Ther
ear
e465doct
orsand478nur
ses.

2.
1.7AGRI
CULTURE

Mostoft
heci
tyofcoi
mbat
orecomesundert
hisdi
str
ict
.Pr
oxi
mit
ytot
heci
ty

Ofcoi
mbat
ore has i
ts own i
mpacton t
he di
str
ict
,wi
th a consi
der
abl
e dai
l
y
commut
ing

Popul
ati
on.Ther
uralpeopl
ear
emost
lyagr
icul
tur
ist
s.Thei
mpor
tantf
oodcr
opsof
t
he

Di
str
icti
ncl
ude:

1.Paddy

2.Jowar

3.Mai
ze

4.Bengal
gram

5.Redgr
am

6.Bl
ackgr
am

24
7.Gr
eengr
am

8.Hor
segr
am

9.Sugar
cane

10.Tur
mer
ic

Agr
icul
tur
eint
hedi
str
ictmai
nlydependsont
hemonsoonandt
her
ainf
all

Regi
ster
edi
nthedi
str
icti
ncl
udes;nor
theastmonsoon(
328.
9mm)
,sout
hwest
monsoon

(
189.
8mm)
,nor
theastmonsoon(
410.
7mm)andsout
hwestmonsoon(
252.
9mm)
.

Thewat
ersour
cef
ort
heagr
icul
tur
easwel
lasf
ordr
inki
ngpur
posei
sser
vedby
v
ari
ous

Ri
ver
s.

2.
1.8I
NDUSTRI
ESI
NCOI
MBATORE

Text
il
esar
ethemaj
ori
ndust
ri
esi
ncoi
mbat
oredi
str
ict
;iti
soneoft
he

I
mpor
tantt
ext
il
ehubsofi
ndi
a.Coi
mbat
orei
sal
socal
l
edt
he"
manchest
erofsout
h

I
ndi
a"becausei
thousesmanyt
ext
il
eindust
ri
es.I
ndi
a'
sleadi
ngt
ext
il
emachi
ner
y

Manuf
act
urer
,lakshmimachi
newor
ksl
td,pr
oducesmachi
ner
yfort
ext
il
emi
l
lsi
n
i
ndi
aandabr
oad.Lmwi
sthepr
ideofcoi
mbat
ore

Ther
ear
emanyel
ect
ri
cpumpmanuf
act
uri
ngcompani
esi
nandar
ound

Coi
mbat
ore,
suchasdeccan,
cri
,texmo,
ksb,
shar
p.Coi
mbat
orehousessomeaut
o

Componentmanuf
act
uri
ngbr
ands,
suchasr
oot
s,pr
icol
andl
gb.Ger
manaut
o

Componentmaj
orr
ober
tboschst
art
edt
hei
rr&df
aci
l
ityi
ncoi
mbat
ore.Rowsons

Tr
ansf
ormer
ssuppl
ythei
rel
ect
ri
cal
transf
ormer
stot
hesecompani
es.Coi
mbat
ore

Housesmanyi
nfor
mat
iont
echnol
ogyandbusi
nesspr
ocessout
sour
cingcompani
es

Suchascogni
zantt
echnol
ogysol
uti
onsandper
otsy
stems.Thedi
str
icti
shomet
o

Al
most50%oft
hepoul
tr
ypopul
ati
onoft
ami
lnadu.Thepr
oduct
smanuf
act
uredi
n

Coi
mbat
orei
ndust
ri
esar
eexpor
tedt
ovar
iouscount
ri
es.Themaj
orcommodi
ti
es

25
t
hat

Ar
eexpor
tedar
easf
oll
ows:

1.Pumpsandmot
ors

2.Yar
n

3.Cast
ings

4.Text
il
espar
es

5.Jasmi
ne

6.Ar
ecanut

7.Jewel
s

8.Sof
twar
e

9.Tea

10.Ready
madegar
ment
s

2.
1.9ENVI
RONMENTALI
SSUES

Ai
rpol
l
uti
on,l
ackofpr
operwast
emanagementi
nfr
ast
ruct
ureanddegr
adat
ionof
wat
erbodi
esar
ethemaj
orenv
ironment
ali
ssuesi
ncoi
mbat
ore.St
eel
foundr
ieswer
e
est
abl
i
shedi
n1950sand1960swhent
her
ewer
enor
esi
dent
ialar
easnear
by,but
gr
owt
hoft
heci
tyl
edt
ocr
eat
ionofr
esi
dent
ial
areasar
oundt
hem.

I
n1990st
hest
ategov
ernmentandpol
l
uti
oncont
rolboar
dtookmaj
orst
epst
ore-
l
ocat
ethest
eelf
oundr
iesoutoft
heci
ty.
thet
ext
il
emi
l
lsar
eal
lequi
ppedwi
th72ai
r
t
reat
mentt
ower
s.Coi
mbat
ore hasno pr
operunder
ground dr
ainage orsewage
sy
stem.Ther
eisasewaget
reat
mentpl
antatukkadam i
noper
ati
onwi
tht
hecapaci
ty
t
opr
ocess70ml
dofsewagewat
erofwhi
ch20ml
dist
hecur
rentt
reat
ingl
evel
.
Gar
bagei
scol
l
ect
edbyt
hecor
por
ati
onandsomet
imesbysy
stemsdev
elopedbyt
he
l
ocalr
esi
dent
s.Sewagei
spumpedi
ntot
hewat
ert
anksandt
henoy
yalt
hrough
st
reams.Thi
s al
ong wi
th gar
bage dumpi
ng and encr
oachment
s has l
ed t
o
degr
adat
ionoft
hewat
erbodi
esanddepl
eti
oni
nthegr
oundwat
ert
abl
e.Dur
ingt
he
80‟
s,t
hecor
por
ati
onpl
annedoncl
osi
ngt
het
anksduet
oencr
oachmentbyf
il
li
ng
t
hem wi
thwast
e.Butasar
esul
tofout
cri
esf
rom ci
vi
cassoci
ati
ons,t
hepl
anwas

26
dr
opped.Cur
rent
lyt
het
anksar
ebei
ngr
enov
atedbyt
heci
ty'
senv
ironment
algr
oups
wi
th t
hei
r own f
und-
rai
sing and t
he cor
por
ati
on.
sir
uthul
i
,an env
ironment
al
or
gani
sat
ionf
oundedbyt
heci
ty'
sindust
ri
alhouses,under
takesde-
sil
ti
ngoft
anks
and cl
eani
ng oft
henoy
yal
ri
ver
.Thecor
por
ati
oni
sal
so t
aki
ng ef
for
tst
o cl
ear
encr
oachmentoft
het
anks.

2.
1.10POLI
TICS

Met
tupal
ayam assembl
yconst
it
uencyi
spar
tofni
l
gir
is(
loksabhaconst
it
uency
).
Met
tupal
ayam admk 40% met
tupal
ayam dmk 30% met
tupal
ayam bj
p 20%
met
tupal
ayam ot
her
s 10%.Mdmk secur
ed 2nd pl
ace al
one i
n met
tupal
ayam
t
ownshi
p el
ect
ion dur
ing 2001 l
ocalbody el
ect
ion.Bj
p secur
ed 1stpl
ace i
n
met
tupal
ayam t
ownshi
pel
ect
iondur
ing2012l
ocal
bodyel
ect
ion.

2.
1.11TOURI
SM

Coi
mbat
oreDi
str
ictI
sVer
yMuchKnownForI
tsTour
istAt
tract
ions.Ther
eAr
eLot
s
OfPl
acesToVi
sitI
nAndAr
oundCoi
mbat
ore.Coi
mbat
oreDi
str
ictI
sOneOfThe
Bi
ggestDi
str
ict
sInTami
lNaduWi
thLotOfTour
istAt
tract
ions,
Shoppi
ngCent
resAs
Wel
lAsRel
i
giousPl
aces.SomeOfTheMaj
orAt
tract
ionsOfCoi
mbat
oreDi
str
ictAr
e
Al
i
yar Dam,Monkey Fal
l
s,Si
ruv
aniDam,Chol
ayar Dam,Bot
ani
calGar
den,
Hor
ti
cul
tur
e Far
ms And Vai
thekiFal
l
s.Al
lThese Pl
aces Ar
e Wor
th Vi
sit
ing.
Coi
mbat
oreSer
vesAsAnEnt
ryAndExi
tPoi
ntToNei
ghbour
ingKer
alaAndTheEv
er-
Popul
arHi
l
lSt
ati
onOfUdhagamandal
am (
Oot
y).I
tIsTheLandi
ngPoi
ntForThose
WhoWantToTakeTheMount
ainTr
ainThatRunsFr
om Met
tupal
ayam,
Just35Kms
Fr
om Coi
mbat
ore.

2.
2REVI
EW OFLI
TERATURE

27
1.
Rangan,
V.Kast
uriAndLee,
Kat
har
ineL.
,(2012)
,“Mobi
leBanki
ngForThe
Unbanked“
,
TheCaseDescr
ibesI
nDet
ailTheWor
kingsOfTwoMobi
l
eBanki
ngOper
ator
sIn
Af
ri
ca-
WI
ZZI
TIn Sout
h Af
ri
caAnd M-
PESA I
n Keny
a.I
tExpl
oresThe Di
mensi
onsOf
St
rat
egy
ThatMakeForSuccessI
nTheMar
ketForTheUnbanked.I
tRai
sesQuest
ions
Regar
dingThe
Por
tabi
l
ityOfTheModel
ToOt
herCount
ri
esAndSet
ti
ngs.

2.
V.Raj
a,JoeA.(
2012)
,“Gl
obalE-
Banki
ngScenar
ioAndChal
lengesI
nBanki
ng
Sy
stem”
,
Thi
sPaperI
sAnAt
temptToExpl
oreTheVar
iousLev
elsOfI
nter
netBanki
ngSer
vices
Pr
ovi
dedByBanksUsi
ngTheSecondar
yDat
a.I
tAl
soCompar
esTheTr
adi
ti
onal
Banki
ng
Sy
stemsWi
thNetBanki
ng.I
tLi
stsOutTheVar
iousAdv
ant
agesOfI
nter
netBanki
ng
AndThe
Successf
ulSecur
it
yMeasur
esAdopt
edByDi
ff
erentBanksForSecur
edBanki
ng
Tr
ansact
ions.
I
tAl
soAnal
yzesHow E-
Banki
ngCanBeUsef
ulForBanki
ngI
ndust
ryDur
ingThi
s
Gl
obal
Fi
nanci
alMel
tDown.

3.
VanB.
,Paul
,Vel
oso,Fr
anci
scoM.AndOl
iv
eir
a,P.
,(2012)
,“I
nnov
ati
onByUser
s
I
n
Emer
gingEconomi
es:Ev
idenceFr
om Mobi
leBanki
ngSer
vices”
,
Thi
sPaperExami
nedTheExt
entToWhi
chUser
sInEmer
gingEconomi
esI
nnov
ate,
And
Whet
herTheseI
nnov
ati
onsAr
eMeani
ngf
ulOnAGl
obalSt
age.ToSt
udyThi
sIssue,
The
Resear
cherConduct
edAnEmpi
ri
calI
nvest
igat
ionI
ntoTheOr
igi
nAndTy
pesOf
I
nnov
ati
ons
I
n Fi
nanci
alSer
vices Of
fer
ed Vi
a Mobi
l
e Phones,A Gl
obal
,Mul
ti
-Bi
l
li
on Dol
l
ar
I
ndust
ry

28
Wher
eEmer
gingEconomi
esPl
ayAnI
mpor
tantRol
e.TheResear
cherUsedThe
Compl
eteLi
st
OfMobi
l
eFi
nanci
alSer
vices,AsRepor
tedByTheGSM Associ
ati
on(
GSMA)
,And
Col
l
ect
ed
Det
ail
ed Hi
stor
ies OfThe Dev
elopmentOfThe Ser
vices And Thei
rInnov
ati
on
Pr
ocess.

4.
NelJ.
,Boshof
fC.
,Ral
eti
ngT.
,(2012)
,“Expl
oit
ingTheTechnol
ogyCl
ust
erEf
fect
ToEnhanceTheAdopt
ionOfWI
GMobi
l
eBanki
ngAmongLow-
IncomeEar
ner
s”
Thi
s St
udyI
nvest
igat
ed The At
ti
tude For
mat
ion OfLow-
Income,Non-
User
s Of
Wi
rel
ess
I
nter
netGat
eway(
WIG)Mobi
l
eBanki
ng,ByI
ncl
udi
ngUseOfTheShor
tMessage
Ser
vices
(
SMS)AsA Moder
atorOfAt
ti
tudeFor
mat
ion.A Non-
Probabi
l
itySampl
eOf465
Sout
h
Af
ri
canNon-
User
sOfMobi
l
eBanki
ngWasDr
awnAndCl
ust
eredI
ntoHi
ghUser
sAnd
Low
User
sOfTheSMS,BasedOnTheAv
erageNumberOfTextMessagesSentI
nA
Week.The
Moder
ati
ngEf
fectOf"
UseOfTheSMS"WasI
nvest
igat
edByMeansOfASt
ruct
ural
Equat
ion
Model
l
ingMul
ti
-Gr
oupAnal
ysi
s

5.
Oli
vei
raP.
,Er
icV.H.
,(2011)
,“User
sAsSer
viceI
nnov
ator
s:TheCase
OfBanki
ngSer
vices”
FondThat55%OfToday
'sComput
eri
zedCommer
cial
Banki
ngSer
vicesWer
eFi
rst
Dev
elopedAndI
mpl
ement
edByNon-
BankFi
rmsForThei
rOwnUse,And44% Of
Today
's
Comput
eri
zedRet
ailBanki
ngSer
vicesWer
eFi
rstDev
elopedAndI
mpl
ement
edBy
I
ndi
vi
dual
Ser
vice User
s Rat
herThan ByCommer
cialFi
nanci
alSer
vice Pr
ovi
der
s.Manual
Pr
ecur
sor
sTo
These Ser
vices – ManualPr
ocedur
es ThatCar
ri
ed OutFunct
ions Si
mil
arTo
Comput
eri
zed

29
Ser
vicesI
nOurSampl
e–Wer
eAl
mostAl
way
sDev
elopedByUser
sAsSel
f-
Ser
vices.

6.
Tray
norP.
,Amr
utkarC.
,RaoV.
,JaegerT.
,Mcdani
elP.
,Por
taT.L.
,(2011)
,
“
From Mobi
lePhonesToResponsi
bleDev
ices”
Mobi
l
ePhonesHav
eEv
olv
edFr
om Si
mpl
eVoi
ceTer
minal
sInt
oHi
ghl
y-
Capabl
e,
Gener
alpur
posecomput
ingPl
atf
orms.Whi
l
ePeopl
eAr
eBecomi
ngI
ncr
easi
ngl
yMor
e
Dependent
onSuchDev
icesToPer
for
m Sensi
ti
veOper
ati
ons,Pr
otectSecr
etDat
a,
AndBeAv
ail
abl
eFor
emer
gencyUse,I
tIsCl
earThatPhoneOper
ati
ngSy
stemsAr
e
NotReadyToBecomeMi
ssi
oncr
it
ical
Syst
ems.Thr
oughAPai
rOfVul
ner
abi
l
iti
esAnd
ASi
mul
atedAt
tackOnACel
l
ular
Net
wor
k,WeDemonst
rat
eThatTher
eAr
eAMy
riad
Of Unmanaged Mechani
sms On Mobi
l
ePhones,And ThatCont
rolOf These
Mechani
smsI
sVi
talTo Achi
evi
ng Rel
i
abl
eUse.Thr
ough Such Vect
ors,Mobi
l
e
PhonesI
ntr
oduceA Var
iet
yOfNew Thr
eat
sToThei
rOwnAppl
i
cat
ionsAndThe
Tel
ecommuni
cat
ionsI
nfr
ast
ruct
ureI
tsel
f.I
nThi
sPaper
,WeExami
neThe
Requi
rement
sForPr
ovi
dingEf
fect
iveMedi
ati
onAndAccessCont
rolForMobi
l
e
Phones.We
ThenDi
scussTheConv
ergenceOfCel
l
ularNet
wor
ksWi
thTheI
nter
netAndI
ts
I
mpactOn
Ef
fect
iveResour
ceManagementAndQual
i
tyOfSer
vice.

7.
AhmedS.M,ShahJ.R.
,Md.A.I
.,Sami
naM.
,(2011)
,“Pr
obl
emsAndPr
ospect
s
Of
Mobi
leBanki
ngI
nBangl
adesh”
Thi
sSt
udyRev
eal
edThat61% Respondent
sThi
nkI
tSav
esTi
meThanTr
adi
ti
onal
Banki
ng,
TheHi
ghestNumberOfRespondent
sUseMobi
l
eBanki
ngFor€˜
Air
-Ti
meTop-
Up’
Ser
vice,ThatI
s21%,OutOf120Respondent
s56%Repl
i
edI
tIsLessCost
li
erThan
Tr
adi
ti
onal
Banki
ng,100%Respondent
sDi
dAgr
eeThatI
tIsSpeedy
,And38%Respondent
sAr
e
Upper
Cl
ass.Al
thoughThi
sConceptI
sNewI
nBangl
adeshButI
tsPot
ent
ial
i
tyI
sHi
gh.Fr
om
Thi
s
Resear
ch,Ot
herResear
cher
sAndPol
i
cyMaker
sWi
l
lGetAnI
nsi
ghtAboutThe
Pr
obl
emsAnd

30
Pr
ospect
sOfMobi
l
eBanki
ngI
nBangl
adesh.

8.
LinH.F.(
2011)
,“AnEmpi
ri
calI
nvest
igat
ionOfMobi
leBanki
ngAdopt
ion:The
Ef
fect
OfI
nnov
ati
onAt
tri
but
esAndKnowl
edge-
BasedTr
ust
”,
Thi
sSt
udyDev
eloped A Resear
chModelTo Exami
neTheEf
fectOfI
nnov
ati
on
At
tri
but
es
(
Per
cei
vedRel
ati
veAdv
ant
age,EaseOfUseAndCompat
ibi
l
ity
)AndKnowl
edge-
BasedTr
ust
(
Per
cei
ved Compet
ence,Benev
olenceAnd I
ntegr
it
y)On At
ti
tudeAnd Behav
ior
al
I
ntent
ion
AboutAdopt
ing(
OrCont
inui
ngToUse)Mobi
l
eBanki
ngAcr
ossPot
ent
ial
AndRepeat
Cust
omer
s.BasedOnASur
veyOf368Par
ti
cipant
s(177ForPot
ent
ialCust
omer
s
And191
ForRepeatCust
omer
s),Thi
sSt
udyUsesASt
ruct
uralEquat
ionModel
i
ngAppr
oach
To
I
nvest
igat
e The Resear
ch Model
.The Resul
tsI
ndi
cat
e ThatPer
cei
ved Rel
ati
ve
Adv
ant
age,
EaseOfUse,
Compat
ibi
l
ity
,Compet
enceAndI
ntegr
it
ySi
gni
fi
cant
lyI
nfl
uenceAt
ti
tude,
Whi
chI
nTur
nLeadToBehav
ior
alI
ntent
ionToAdopt(
OrCont
inue-
To-
Use)Mobi
l
e
Banki
ng.
Addi
ti
onal
l
y,ByUsi
ngMul
ti
-Gr
oupAnal
ysi
sWi
thT-
Stat
ist
ics,
TheResul
tsFoundThat
The
Ant
ecedent
s OfAt
ti
tude Towar
d Mobi
l
e Banki
ng Di
ff
erBet
ween Pot
ent
ialAnd
Repeat
Cust
omer
s.

9.
MasI
.,(
2011)
,“Capt
uri
ngThePot
ent
ialOfM-
Pay
ment
sForThe„
Unbanked”
,
Thi
sAr
ti
cleDi
scussesThePot
ent
ialOfUsi
ngMobi
l
ePhonesToGr
eat
lyI
ncr
ease
AccessTo
Fi
nanci
alSer
vicesI
nDev
elopi
ngCount
ri
es,AndRev
iewsTheMai
nSuccessFact
ors
I
nA
Mobi
l
eBanki
ngPr
oject
.

31
10.
DubeT.
,KosmasN.
,Col
li
nsM.
,Ll
oydC.
,(2011)
,“Adopt
ionAndUseOf
SMS/
Mobi
leBanki
ngSer
vicesI
nZi
mbabwe:AnExpl
orat
orySt
udy
”
TheFi
ndi
ngsShowedThatAl
thoughSMSBanki
ngWasFi
rstLaunchedI
n2004,The
Ser
vice
WasSt
il
lInI
tsI
nfancy
.Ev
idenceShowedThatAccessi
bil
i
tyAndAf
for
dabi
l
ityWer
e
The
Maj
orDr
iver
sTo TheAdopt
ionOfSMS Banki
ng.TheResear
chConf
ir
med The
Asser
ti
onThat
TheAppealI
sMor
eAboutAccessi
bil
i
tyAndAf
for
dabi
l
ityI
nDev
elopi
ngCount
ri
es.
Thi
sHas
BeenExacer
bat
edByTheLackOfRegul
ati
onForEl
ect
roni
cBanki
ngI
nZi
mbabwe.
The
St
udy Recommended An I
ncr
eased Awar
eness Campai
gn By Banks And
Dev
elopmentOf
Pol
i
cyAndRegul
ati
onForEl
ect
roni
cBanki
ngI
nZi
mbabwe.

11.
SudhakarA.M.
,Sur
yanar
ayana,(
2011)
,“Emer
gingMobi
leBanki
ngScenar
io
AndI
tsAdopt
ionI
nIndi
a:ASt
udy
”,
Wi
thBr
oadbandCommuni
cat
ionTechnol
ogi
cal
Dev
elopment
sAndMobi
l
ePhones
Penet
rat
ion(
481Mi
l
li
onByJune2009)I
ntoCommonMan'
sLi
feHav
eTr
igger
ed
Maj
or
Thr
ustI
nTheBanki
ngSer
viceSect
orOfI
ndi
a.Wi
thMobi
l
eBanki
ng-ARev
olut
ionar
y
Appr
oachToBanki
ngTr
ansact
ionsHasCr
eat
edA St
rongConnect
ivi
tyBet
ween
Cust
omer
s
AndTheBanksAsBot
hWi
l
lTr
ansactWi
thMi
nimum CostAndI
nMi
nimum Ti
me.I
t
I
sA
Ti
mel
yAndI
tsCostEf
fect
iveSer
vicesCanDel
i
verMobi
l
eMoneyToNon-
Banked
Poor
Peopl
eAndWi
l
lInduceEconomi
cGr
owt
hOfTheCount
ry.Thi
sAr
ti
cleDi
scussesThe
St
atus
OfMobi
l
eBanki
ngI
nIndi
aAndOt
herCount
ri
esWi
thEmphasi
sOnDat
aSecur
it
yAnd
St
andar
dsAndI
tsI
mpl
i
cat
ionOnBanki
ngSect
or.

32
12.
Mur
il
loR.H.
,Ll
obetG.
,Fuent
esR.(
2010)“
Str
ategi
cOnl
ineBanki
ngAdopt
ion”
,
Found OutThatBank-
Speci
fi
c Char
act
eri
sti
cs Ar
eImpor
tantDet
ermi
nant
s Of
Banks‘
Adopt
ion
Deci
sions,Compet
it
ionAl
soPl
aysAPr
omi
nentRol
e.TheExt
entOfCompet
it
ionI
s
Rel
atedTo
TheGeogr
aphi
cOv
erl
apOfBanksI
nDi
ff
erentMar
ket
sAndThei
rRel
ati
veMar
ket
Shar
eIn
Ter
msOfDeposi
ts.I
nPar
ti
cul
ar,BanksAdoptOnl
i
neBanki
ngSer
vicesEar
li
erI
n
Mar
ket
s
Wher
eThei
rCompet
it
orsHav
eAl
readyAdopt
edThi
sTechnol
ogy
.Thi
sPaperI
sOne
OfThe
Fi
rstToConst
ructLocalBanki
ngMar
ket
sUsi
ngTheGeogr
aphi
cMar
ketDef
ini
ti
ons
Del
i
mit
ed
ByTheCASSI
DI®Dat
abaseCompi
l
edAtTheFeder
alReser
veBankOfSt
.Loui
s.

13.
Alai
nY.C.
,KengB.O.
,Bi
nshanL.
,BoonI
.T.
,(2010)"
Onl
ineBanki
ngAdopt
ion:
AnEmpi
ri
calAnal
ysi
s"ShowedThatPer
cei
vedUsef
ulness,Tr
ustAndGov
ernment
Suppor
t
Al
lPosi
ti
vel
yAssoci
atedWi
thTheI
ntent
ionToUseOnl
i
neBanki
ngI
nVi
etnam.
Cont
rar
yTo
TheTechnol
ogyAccept
anceModel
,Per
cei
vedEaseOfUseWasFoundToBeNot
Si
gni
fi
cantI
n
Thi
sSt
udy
.

14.
Kennet
hB.Y.
,Dav
idH.W.
,Cl
air
eL.
,Randal
lB,
(2010)"
Off
li
neAndOnl
ine
Banki
ng-Wher
eToDr
awTheLi
neWhenBui
ldi
ngTr
ustI
nE-
Banki
ng?
",
Found That
Tradi
ti
onalSer
vice Qual
i
tyBui
l
ds Cust
omerTr
ustI
n The E-
Banki
ng
Ser
vice.TheSi
zeAndReput
ati
onOfTheBankWer
eFoundToPr
ovi
deSt
ruct
ural
Assur
anceToTheCust
omerButNot
InTheAbsenceOfTr
adi
ti
onalSer
viceQual
i
ty.
WebSi
teFeat
uresThatGi
veCust
omer
s
Conf
idenceAr
eSi
gni
fi
cantSi
tuat
ionNor
mal
i
tyCues.

15.
Agar
walR.
,Rast
ogi S.
,Mehr
otr
a A.
,(2009)
,“Cust
omer
s‟ Per
spect
ives
Regar
dingEbanki
ngI
nAnEmer
gingEconomy
”

33
Det
ermi
ning Fact
ors Af
fect
ing Cust
omerPer
cept
ion And At
ti
tude Towar
ds And
Sat
isf
act
ion
Wi
thE-
Banki
ngI
sAnEssent
ial
Par
tOfABank'
sSt
rat
egyFor
mul
ati
onPr
ocessI
nAn
Emer
gingEconomyLi
keI
ndi
a.ToGai
nThi
sUnder
standi
ngI
nRespectOfI
ndi
an
Cust
omer
s,
TheSt
udyWasConduct
edOnRespondent
sTakenFr
om TheNor
ther
nPar
tOfI
ndi
a.
TheMaj
or
Fi
ndi
ngsDepi
ctThatCust
omer
sAr
eInf
luencedI
nThei
rUsageOfE-
Banki
ngSer
vices
ByThe
Ki
ndOfAccountTheyHol
d,Thei
rAgeAndPr
ofessi
on,At
tachHi
ghestDegr
eeOf
Usef
ulnessTo
Bal
anceEnqui
rySer
viceAmongE-
Banki
ngSer
vices,
Consi
derSecur
it
y&Tr
ustMost
I
mpor
tantI
nAf
fect
ingThei
rSat
isf
act
ionLev
elAndFi
ndSl
owTr
ansact
ionSpeedThe
Most
Fr
equent
lyFacedPr
obl
em Whi
l
eUsi
ngE-
Banki
ng.

16.
KhanM.S.
,Mahapat
raS.S.
,(2009)
,“Ser
viceQual
it
yEv
aluat
ionI
nInt
ernet
Banki
ng:AnEmpi
ri
calSt
udyI
nIndi
a”
Demogr
aphi
cAnal
ysi
sOfDat
aRev
eal
sThatGenderI
sHar
dlyABi
asForUseAnd
Ev
aluat
ion
OfSer
viceQual
i
tyOfI
-Banki
ngI
nMostOfTheCasesAcr
ossVar
iousCat
egor
iesOf
Cust
omer
s.AVal
i
dMat
hemat
icalModelI
sPr
oposedToAssessTheOv
eral
lSer
vice
Qual
i
ty
Usi
ngRegr
essi
onAnal
ysi
s.
.
17.
CrabbeM.
,St
andi
ngC.
,St
andi
ngS.
,Kar
ajal
uot
o,(
2009)
,“AnAdopt
ionModelFor
Mobi
leBanki
ngI
nGhana”
TheI
mpactOfSoci
alAndCul
tur
alFact
orsOnTheAdopt
ionOfTechnol
ogySt
il
l
Requi
res
MuchResear
ch.ToI
nvest
igat
eItMor
eFul
l
y,WeExami
neTheReasonsForThe
Adopt
ionAnd
Non-
Adopt
ionOfMobi
l
eBanki
ngI
nGhana.Thr
oughA Sur
veyOf271Peopl
eIn
Ghana,
It
Has Been Found ThatSoci
alAnd Cul
tur
alFact
orsI
n The For
m OfPer
cei
ved

34
Cr
edi
bil
i
ty,
Faci
l
itat
ingCondi
ti
ons,Per
cei
vedUl
i
tisat
ionAndDemogr
aphi
cFact
orsDoPl
ayA
Si
gni
fi
cant
Rol
eInAdopt
ionDeci
sions.I
tHasBeenFoundThatUl
i
tisat
ionOfTechnol
ogyAnd
Ser
vices
CanBeA Posi
ti
veI
nfl
uenceForAdopt
ersWhi
l
stBei
ngA Negat
iveI
nfl
uenceFor
Nonadopt
ers.
I
nAddi
ti
on,
Per
cei
vedCr
edi
bil
i
tyAndFaci
l
itat
ingCondi
ti
onsAl
soI
nfl
uence
At
ti
tudesTowar
dsTheTechnol
ogy
.WhenTheseFact
orsAr
eAddedToARangeOf
Demogr
aphi
c
Fact
ors,TheI
mpactOfTheSoci
alAndCul
tur
alFeat
uresOfTheCont
extOfSt
udi
es
CanBeSeen
AsSi
gni
fi
cant
.

18.
YangA.S.
,(2009)
,“Expl
ori
ngAdopt
ionDi
ff
icul
ti
esI
nMobi
leBanki
ngSer
vices”
Fact
orsAssoci
atedWi
thAdopt
ingAndResi
sti
ngMobi
l
eBanki
ngTechnol
ogi
esWer
e
I
nvest
igat
edAmongUni
ver
sit
ySt
udent
sInTai
wan.Adopt
ionFact
orsI
ncl
udedThe
Bel
i
ef
ThatMobi
l
eBanki
ngHel
psFul
fi
ll
Per
sonal
Banki
ngNeeds,
Prov
idesLocat
ion-
Free
Conv
eni
ences,And I
s Cost Ef
fect
ive.The Pr
imar
y Fact
ors Associ
ated Wi
th
Resi
stance
I
ncl
udedConcer
nsOv
erSy
stem Conf
igur
ati
onSecur
it
yAndBasi
cFeesForMobi
l
e
Banki
ng
WebConnect
ions.TheTheor
eti
cal
AndAppl
i
edI
mpl
i
cat
ionsOfTheseFi
ndi
ngsAr
e
Di
scussed.
19.
Shanker
,D.
,Si
ngh,H.AndWadud,M.(
2008)
,“ACompar
ati
veSt
udyOfBanki
ng
I
nChi
naAndI
ndi
a,Nonper
for
mingLoansAndTheLev
elPl
ayi
ngFi
eld”
I
tHasBecomeCommonI
nLi
ter
atur
eToCompar
eIndi
aAndChi
naTwoRemar
kabl
y
Gr
owi
ng
Economi
es But These Compar
isons Of
ten Do Not Take I
nto Account The
I
nst
it
uti
onal
Di
ff
erencesBet
weenTwoCount
ri
es.WeHav
eInThi
sPaperDoneACompar
ati
ve
Anal
ysi
sOf
Banki
ngI
nst
it
uti
onsI
nChi
naAndI
ndi
aTaki
ngI
ntoAccount
sTheCont
ent
iousI
ssue

35
Of
Nonper
for
ming Loans Al
ong Wi
th The I
ssue Of Use Of Banks To Pr
ovi
de
Count
erv
ail
abl
e
Subsi
diesToExpor
ti
ngOr
gani
zat
ions.OurResear
chShowsThatTheEf
fi
ciency
Di
ff
erences
Bet
weenBanksI
nTheseTwoCount
ri
esCanBeDi
rect
lyRel
atedToI
nst
it
uti
onal
Di
ff
erence
Bet
weenTwoCount
ri
esAndAnyCompar
ati
veSt
udyBet
weenTwoCount
ri
esNot
Taki
ngI
nto
Consi
der
ati
onTheseI
nst
it
uti
onal
Dif
fer
encesMayLeadToMi
sleadi
ngResul
ts.

20.
Pet
rusG.
,Nel
sonO.N.
,(2006)"
Bor
neoOnl
ineBanki
ng:Ev
aluat
ingCust
omer
Per
cept
ionsAndBehav
iour
alI
ntent
ion"
,
TheResul
tsI
ndi
cat
eThatPer
cei
vedUsef
ulnessAndPer
cei
vedEaseOfUseAr
e
St
rong
Det
ermi
nant
sOfBehav
iour
alI
ntent
ionToAdoptOnl
i
neBanki
ng.Ther
eIsAl
soAn
I
ndi
rect
Ef
fectOfComput
erSel
f-
Eff
icacyAnd Pr
iorGener
alComput
ing Exper
ience On
Behav
iour
al
I
ntent
ionThr
oughPer
cei
vedUsef
ulnessAndPer
cei
vedEaseOfUse.

21.
Kar
iP.
,Ter
oP.
,Hei
kkiK.
,SeppoP.
,(2006)"
TheMeasur
ementOfEnd-
User
Comput
ingSat
isf
act
ionOfOnl
ineBanki
ngSer
vices:Empi
ri
calEv
idenceFr
om
Fi
nland"
,
TheSur
veyResul
tsSuppor
tThr
eeConst
ruct
s(Cont
ent
,EaseOfUse,
Accur
acy
)Fr
om
The
Or
igi
nalModel
,Indi
cat
ingThatTheModi
fi
edEUCSModelLabel
l
edEUCS2CanBe
Ut
il
ized
I
nAnal
yzi
ngUserSat
isf
act
ionWi
thOnl
i
neBanki
ngAmongPr
ivat
eCust
omer
s.

22.
Syl
vi
eL.
,Xi
aoy
anL.
,(2005)"
Consumer
s‟At
ti
tudesTowar
dsOnl
ineAndMobi
le
Banki
ngI
nChi
na"
,

36
TheResul
tsShowedChi
neseOnl
i
neAndMobi
l
eBankUser
sWer
ePr
edomi
nant
ly
Mal
es,NotNecessar
il
yYoungAndHi
ghl
yEducat
ed,I
nCont
rastWi
thTheEl
ect
roni
c
BankUser
sInTheWest
.TheI
ssueOfSecur
it
yWasFoundToBeTheMost
Impor
tant
Fact
orThatMot
ivat
edChi
neseConsumerAdopt
ionOfOnl
i
neBanki
ng.Mai
nBar
ri
ers
ToOnl
i
neBanki
ngWer
eThePer
cept
ionOfRi
sks,Comput
erAndTechnol
ogi
cal
Ski
l
lsAndChi
neseTr
adi
ti
onalCash-
Car
ryBanki
ngCul
tur
e.TheBar
ri
ersToMobi
l
e
Banki
ngAdopt
ion Wer
eLackOfAwar
enessAnd Under
standi
ng OfTheBenef
it
s
Pr
ovi
dedByMobi
l
e
Banki
ng.

23.
Wal
fr
ied M.L.
,Chr
is M.
,Shar
on S.L.
,(2005)"
The Rel
ati
onshi
p Bet
ween
Consumer
I
nnov
ati
veness,
Per
sonalChar
act
eri
sti
cs,
AndOnl
ineBanki
ngAdopt
ion"
,
Whi
l
e Resul
tsConf
ir
m The Posi
ti
ve Rel
ati
onshi
p Bet
ween I
nter
net Rel
ated
I
nnov
ati
veness And Onl
i
neBanki
ng They Al
so Sur
pri
singl
y Show ThatGener
al
I
nnov
ati
venessI
sNegat
ivel
yRel
atedToOnl
i
neBanki
ng.

24.
Luar
n P.
,Li
n H.H.(
2005)
,“Towar
d An Under
standi
ng OfThe Behav
ior
al
I
ntent
ion
ToUseMobi
leBanki
ng”
,
Al
thoughMi
l
li
onsOfDol
l
arsHav
eBeenSpentOnBui
l
dingMobi
l
eBanki
ngSy
stems,
Repor
tsOnMobi
l
eBanki
ng Show ThatPot
ent
ialUser
sMayNotBeUsi
ng The
Sy
stems,
Despi
te Thei
rAv
ail
abi
l
ity
.Thus,Resear
ch I
s Needed To I
dent
if
y The Fact
ors
Det
ermi
ning
User
s'Accept
anceOfMobi
l
eBanki
ng.Whi
l
eTher
eHasBeenConsi
der
abl
eResear
ch
OnThe
Technol
ogyAccept
anceModel(
TAM)ThatPr
edi
ctsWhet
herI
ndi
vi
dual
sWi
l
lAccept
And
Vol
unt
ari
l
yUseI
nfor
mat
ionSy
stems,Li
mit
ati
onsOfTheTAM I
ncl
udeTheOmi
ssi
on
OfAn
I
mpor
tantTr
ust
-BasedConst
ructI
nTheCont
extOfEl
ect
roni
c/Mobi
l
eCommer
ce,
AndThe
Assumpt
ionThatTher
eAr
eNoBar
ri
ersPr
event
ingAnI
ndi
vi
dualFr
om Usi
ngAnI
SIf

37
HeOr
SheChoosesToDoSo.

25.
LaukknenT.
,Laur
onenJ.(
2005)
,“ConsumerVal
ueCr
eat
ionI
nMobi
leBanki
ng
Ser
vices”
ThePaperPr
esent
sFi
ndi
ngsOfTheSt
udyThatExpl
oredConsumerVal
ueCr
eat
ion
I
nVar
ious
Mobi
l
e Banki
ng Ser
vices.New El
ect
roni
c Channel
s Ar
e Repl
aci
ng The Mor
e
Tr
adi
ti
onal
Ones.
Mobi
l
eDev
icesRepr
esentTheRecentDev
elopmentI
nEl
ect
roni
cSer
viceDi
str
ibut
ion.
An
Expl
orat
orySt
udyWasConduct
edOnExper
iencedEl
ect
roni
cBanki
ngCust
omer
sBy
Usi
ngAQual
i
tat
iveI
n-Dept
hInt
erv
iewi
ngMet
hod.

26.
Suor
ant
aM.
,Mat
ti
laM.(
2004)
,“Mobi
l
eBanki
ngAndConsumerBehav
iour
:New
I
nsi
ght
sInt
oTheDi
ff
usi
onPat
ter
n”
Pr
ovi
dedAnI
ndi
cat
ionOfTheChar
act
eri
sti
csOf
Pot
ent
ial
SubsequentAdopt
ersOfMobi
l
eBanki
ng,
AndOfDi
ff
erencesBet
weenUser
Segment
s.Consequent
ly,TheAut
hor
sAr
eAbl
eToCommentOnTheI
nfl
uenceOf
Cer
tai
n
Demogr
aphi
c Char
act
eri
sti
cs And The Pr
efer
red Communi
cat
ion Mode Of
Cust
omer
sOnTheAdopt
ionAndFut
ureUsageOfMobi
l
eBanki
ngSer
vices.The
Quant
it
ati
veSur
veyThatShedsMor
eLi
ghtOnThi
sResear
chedI
ssueEmpl
oyedA
Tr
adi
ti
onalMet
hodOfPost
alQuest
ionnai
re.TheDat
aWer
eCol
l
ect
edI
nFi
nland
Dur
ingMay
–Jul
y2002AndI
ncl
ude1,
253Sur
vey
Responses.

27.
Avi
nandanM.
,Pr
it
hwi
rajN.
,(2003)"
AModelOfTr
ustI
nOnl
ineRel
ati
onshi
p
Banki
ng"
,
Obser
vedThatShar
edVal
ueI
sMostCr
it
ical
ToDev
elopi
ngTr
ustAsWel
lAs
Rel
ati
onshi
p Commi
tment
.Communi
cat
ion HasA Moder
ateI
nfl
uenceOnTr
ust
,
Whi
l
e
Oppor
tuni
sti
c Behav
iour Has Si
gni
fi
cant Negat
ive Ef
fect
.Al
so Fi
nds Hi
gher

38
Per
cei
vedTr
ust
ToEnhanceSi
gni
fi
cant
lyCust
omer
s‘Commi
tmentI
nOnl
i
neBanki
ngTr
ansact
ion.An
I
mpor
tantCont
ri
but
ion Concer
ns How Tr
ustI
s Dev
eloped And Sust
ained Ov
er
Di
ff
erent
Lev
elsOfCust
omerRel
ati
onshi
pInOnl
i
neBanki
ng.TheFut
ureCommi
tmentOfThe
Cust
omer
sToOnl
i
neBanki
ngDependsOnPer
cei
vedTr
ust
.

28.
Sar
elD.
,Howar
dM.(
2003)
,“Mar
ket
ingOnl
i
neBanki
ngSer
vices:TheVoi
ceOf
The
Cust
omer
”,
Rev
eal
edSi
gni
fi
cantDi
ff
erencesI
nAt
ti
tudesAndOpi
nionsBet
weenEar
lyUser
s
AndThoseThatBanksHopeWi
l
lAdoptNext
.MostI
mpor
tant
ly,Fut
urePr
ospect
s
Coul
dBe
Char
act
eri
sedAsI
ndi
ff
erentAboutOnl
i
neBanki
ng;
ManyWer
eNotConv
incedAbout
I
ts
Benef
it
sAndTheVal
ueI
tPr
ovi
des.Whi
l
eThePot
ent
ialToExpandTheMar
ketFor
Onl
i
ne
Banki
ngSer
vicesExi
sts,
BanksNeedToRe-
Exami
neThei
rMar
ket
ingAppr
oach.

29.
Hei
kkiK.
,Mi
nnaM.
,Tapi
oP.
,(2002)"
Fact
orsUnder
lyi
ngAt
ti
tudeFor
mat
ion
Towar
dsOnl
ineBanki
ngI
nFi
nland"
,
TheSt
udyExpl
oredTheEf
fectOfDi
ff
erentFact
orsAf
fect
ingAt
ti
tudeFor
mat
ion
Towar
ds
I
nter
netBanki
ng(
Onl
i
neBanki
ng)I
nFi
nland.ThePur
poseOfThi
sPaperI
sTo
Det
ermi
ne
ThoseFact
orsThatI
nfl
uenceTheFor
mat
ionOfAt
ti
tudeTowar
dsI
nter
netBanki
ng
OnTheOne
Hand,AndThei
rRel
ati
onToTheUseOfOnl
i
neBanki
ngSer
vices,OnTheOt
her
.To
At
tai
n
These,ALar
geSur
vey(
1,167Responses)WasCar
ri
edOutDur
ingTheSummerOf
2000I
n
Fi
nland.At
ti
tudeFor
mat
ionWasSt
udi
edByTheUseOfASt
ruct
ural
Equat
ionModel

30.
AladwaniA.M.(
2001)
,“Onl
ineBanki
ng:AFi
eldSt
udyOfDr
iver
s,Dev
elopment

39
Chal
lenges,
AndExpect
ati
ons”
,
TheResul
tsOfAQuant
it
ati
veSt
udyOfThePer
cept
ionsOf
Banks‘Execut
iveAndI
T
Manager
sAndPot
ent
ial
Cust
omer
sWi
thRegar
dToTheDr
iver
s,
Dev
elopmentChal
l
enges,AndExpect
ati
onsOfOnl
i
neBanki
ng.TheFi
ndi
ngsWi
l
lBe
Usef
ul
ForBot
h Resear
cher
s And Pr
act
it
ioner
s Who Seek To Under
stand The I
ssues
Rel
evantToonLi
ne
Banki
ng.

2.
3Ref
erences

1.
Aboel
maged,M.
G.And Gebba,T.
R.(
2013)
,“Mobi
l
e Banki
ng Adopt
ion:An
Exami
nat
ion Of Technol
ogy Accept
ance Model And Theor
y Of Pl
anned
Behav
ior
”,
Int
ernat
ional
Jour
nalOfBusi
nessResear
chAndDev
elopment(
IJBRD)
,Vol
.
2No.1,
Pp.35-
50.

2.
Adl
er,R.
F.AndBenbunan-
Fich,R.(
2012)
,“Juggl
i
ngOnAHi
ghWi
re:Mul
ti
taski
ng
Ef
fect
sOn
Per
for
mance”
,I
nter
nat
ionalJour
nalOfHuman-
Comput
erSt
udi
es,Vol
.70No.2,Pp.
156-
168.

3.
Afshan,S.AndShar
if
,A.(
2016)
,“Accept
anceOfMobi
l
eBanki
ngFr
amewor
kIn
Paki
stan”
,Tel
emat
icsAndI
nfor
mat
ics,
Vol
.33No.2,
Pp.370-
387.

4.
Afshan,S.And Shar
if
,A.(
2016)
,“Resi
stanceTo AdoptMobi
l
e Banki
ng I
nA
Dev
elopi
ngCount
ry:Ev
idenceFr
om Modi
fi
edTAM Model
”,
Jour
nalOfFi
nanceAnd
Economi
csResear
ch,
Vol
.1No.1,
Pp.23-
38.

5.
Alaf
eef
,M.
,Si
ngh,
D.AndAhmad,
K.(
2011)
,“I
nfluenceOfDemogr
aphi
cFact
orsOn
TheAdopt
ionLev
elOfMobi
l
eBanki
ngAppl
i
cat
ionsI
nJor
dan”
,Resear
chJour
nalOf
Appl
i
edSci
ences,
Vol
.6No.6,
Pp.373-
377.

40
6.
Alal
wan,A.
A.,Dwi
vedi
,Y.
K.,Rana,N.
P.P.AndWi
l
li
ams,M.
D.(
2016)
,“Consumer
Adopt
ionOfMobi
l
eBanki
ngI
nJor
dan:Ex
ami
ningTheRol
eOfUsef
ulness,EaseOf
Use, Per
cei
ved Ri
sk AndSel
f-
Eff
icacy
”,Jour
nal Of Ent
erpr
ise I
nfor
mat
ion
Management
,Vol
.29No.1,
Pp.118-
139.

7.
Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2015)
,“Under
standi
ngMobi
l
eBanki
ng:TheUni
fi
ed
Theor
y Of Accept
ance And Use Of Technol
ogy Combi
ned Wi
th Cul
tur
al
Moder
ator
s”,
Comput
ersI
nHumanBehav
ior
,Vol
.50,
Pp.418-
430.

8.
Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2016)
,“A Wei
ghtAndA Met
a-Anal
ysi
sOnMobi
l
e
Banki
ngAccept
anceResear
ch”
,Comput
ersI
nHumanBehav
ior
,Vol
.63,
Pp.480-
489.

9.
Bar
nes, S.
J. And Cor
bit
t, B. (
2003)
,“Mobi
l
e Banki
ng: Concept And
Pot
ent
ial
”,
Int
ernat
ional
Jour
nal
OfMobi
l
eCommuni
cat
ions,
Vol
.1No.3,
Pp.273-
288.

10.
Bauer
,R.(
1967)
.ConsumerBehav
iourAsRi
skTaki
ng.I
nD.Cox(
Ed.
),Ri
skTaki
ng
AndI
nfor
mat
ionHandl
i
ngI
nConsumerBehav
ior
.Cambr
idge,
MA:Har
var
dUni
ver
sit
y
Pr
ess.

11.
Ber
nhauer
, E. (
1958)
. Ei
ne I
nter
pret
ati
on Der Konj
unkt
urt
heor
ie Joseph
Schumpet
ers.

12.
Best
avr
os,A.(
2000)
.Banki
ngI
ndust
ryWal
ks‘
Tight
rope’I
nPer
sonal
i
zat
ionOf
WebSer
vices.BankSy
stemsAndTechnol
ogy
,37(
1),
54–56.

CHAPTER-
3
DI
GITALBANKI
NGOVERVI
EW

3.
1Int
roduct
ion

The Buzzwor
dInI
ndi
a TodayI
s Cr
eat
ing A Cashl
ess Fut
ure.Buoy
ed ByThe

41
Successf
ulAccept
ance OfDemonet
izat
ion,The Gov
ernmentOfI
ndi
a(Goi
)IsNow
Pushi
ng Di
git
alTr
ansact
ion.The GolHas SetA Tar
getOf25 Bi
l
li
on Di
git
al
Tr
ansact
ionI
nTheNextFi
nanci
alYear(
Fy18)Thr
oughMul
ti
pleFaci
l
iti
esI
ncl
udi
ng
Pl
atf
ormsSuchAsAadharPay
,Uni
fedPay
mentSer
vice(
Upi
)Immedi
atedPay
ment
Ser
vice(
Imps)AndDebi
tCar
ds.
GolHasAl
soLaunchedAMobi
l
eAppl
i
cat
ion(
Bhar
at
I
nter
faceForMony(
Bhi
m)ForFaci
l
itat
ingE-
Pay
ment
sThr
oughBankAccount.
The
Pay
mentI
ndust
ryI
sThusSeei
ngALotOfAct
ionFor
m Var
iousFi
ntechPl
ayer
sTo
Lev
erageOnGol
’
sDi
git
alPuch.

TheTr
adi
ti
onalBanki
ngI
ndust
ryI
sThusFact
ingTheI
mpactOfDi
git
alTechnol
ogy
.
ToRemai
nCont
empor
aryAndRel
eveant
,Sev
eralCommer
cial BankHav
eAl
ready
St
art
ed Aggr
essi
vel
y I
nnov
ati
ng Di
git
al Pr
oduct
s And Ser
vice For
Cust
omer
s.Meanwhi
l
e,I
ndi
aTodayOf
fer
sUni
queAr
chi
tect
ureForDi
git
alBanki
ng
Whi
chI
sNotAv
ail
abl
eInUsOrChi
naWhi
chAl
l
owsForSei
ftPay
mentAcr
ossBank-
And Fi
nal
l
yA ConsentAr
chi
tect
ure Sy
stem,Wher
eInf
ormat
ion I
sMade Fr
eel
y
Av
ail
abl
eToAny
oneEl
sef
orUseI
ndi
aThusTodaySt
andsAtTheCupsOfABanki
ng
Rev
olut
ionThr
oughRapi
dPenet
rat
ionOfDi
git
alBanki
ng.

Fi
nanci
alSer
vicesI
ndust
ryI
sNoDi
ff
erent
.TheAccel
erat
ingRat
eOfTechnol
ogy
Change,
Combi
nedWi
thShi
fi
ti
ngCust
omerPr
efer
encesAndAnEv
olv
ingRegul
ati
ng
Ladscape,
Hav
e Dr
amat
ic I
mpl
i
cat
ions Ser
vices Ar
e Desi
gned,
Del
i
ver
ed And
Di
sbur
sedToday
.

Technol
ogyI
s Ov
ert
urni
ng Wor
kfl
ows And Pr
ocess I
n The Fi
nanci
alSer
vices
I
ndust
ry.
Tasks Once Handl
ed Wi
th PaperMoney
,Bul
ky Comput
ers,
And Human
I
nter
act
ion Ar
e Now Bei
ng Compl
eted Seaml
essl
y Ent
ir
ely On Di
git
al
Ont
erf
aces.
AlmostEv
eryTy
peOfFi
nici
alAct
ivi
ty-
From Banki
ngToPay
ment
sTo
Weal
thManagementAndMor
e-I
sBei
ng Re-
Imagi
nedBySomeTechSav
vyBanki
ng
I
ncumbant
sAsWel
lAsBySt
atup.
Meanwhi
l
e,TheOl
dGuar
dIsTr
yingToSol
veA
Puzzl
ePr
esent
edByTheDi
git
alRev
olut
ion.

Howev
erCust
omerFocusI
sOf
tenA St
ret
chForTheBanki
ngI
ndust
ry.WhenI
t
ComesToI
nnov
ati
on,BanksHav
eBeenRel
ati
vel
ySl
ow Mov
ersAsA Resul
tOf
Regul
ator
yAnd Compl
i
anceChal
l
enges.I
tTookPay
palTo Rev
olut
ioni
zeOnl
i
ne
Pay
ment
s,AndSquar
eToExt
endPer
sonalPay
ment
sSoSmar
tphoneUser
sCoul
d
Easi
l
yPayForGoodsAndSer
vices.

42
Di
git
alModer
nizat
ionGi
vesTr
adi
ti
onalBanksASecondChance.ASmar
t,Ent
erpr
ise-
Wi
deAppr
oach Posi
ti
onsThem To Deepen Cust
omerSat
isf
act
ion And Loy
alt
y,
Dr
ivi
ngLong-
Ter
m Rel
ati
onshi
psAndPr
ofi
tabi
l
ity
.SuchAnAppr
oachAl
soHasThe
Pot
ent
ial
ToMeetConsumer
sExpect
ati
onsAndBr
ingBanki
ngBackToTheBank.

TheWor
ldAsBeenSt
unnedByTheRapi
dAdv
ancesI
nTechnol
ogyOv
erThePast
Sev
eralDecades.I
tHasTouchedAndHasLef
tAnI
ndel
i
bleMar
kOnEv
ery
thi
ngAnd
Any
thi
ngThatHumanBei
ngsCanFat
hom.Ther
eAr
eInnumer
abl
eInst
ancesOf
Technol
ogyCr
eat
ingAndBr
eaki
ngLi
vesAndBusi
nesses-OneOfTheseBei
ngThe
Busi
ness OfBanki
ng.The I
ntr
usi
on OfDi
git
alTechnol
ogyI
nto The Spher
e Of
Banki
ngHasBr
oughtAboutA Par
adi
gm Shi
ftI
nBanki
ng-
Creat
ingWhatI
sNow
Ref
err
edToAsDi
git
alBanki
ng.

I
nA Br
oadSense,Di
git
alBanki
ngRef
erToTheEmpl
oymentOfTechnol
ogyTo
ConductBanki
ngTr
ansact
ionI
nA Smoot
hManner
.It
,Ther
efor
e,I
ncl
udesOnl
i
ne
Banki
ng,El
ect
roni
cBanki
ngAndMobi
l
eBanki
ng-TheTer
msThatAr
eOfCommon
Usage.Cont
rar
yToTr
adi
ti
onalBanki
ng,Di
git
alBanksAi
m AtDev
elopi
ngAdapt
abl
e
Di
git
alPr
oductAndSer
viceToMeetTheNeedsOfThei
rDi
git
alCust
omer
s.Whi
l
e
Tr
adi
ti
onalOnl
i
neBanksUsed Pr
e-Desi
gned Sof
twar
eTo I
ncr
easeThei
rReach,
Pr
esenceAnd RespondTo Cust
omerNeeds,Di
git
alBanksUsed I
T Exper
tsTo
Under
stand And Compr
ehend Thei
r Cust
omer
s,And Desi
gn Thei
r Pr
oduct
Accor
dingl
y.Needl
essTo St
ay,The I
nfusi
on OfTechnol
ogyHasNow Become
I
ndi
spensabl
eForAnyI
ndust
ry,
AndLaggi
ngBehi
ndCanHav
eSev
ereReper
cussi
ons.
Embr
aci
ngTheChal
l
engeI
sWhatAnI
ndust
ryShoul
dAi
m For
,Especi
all
yWhenThat
I
ndust
ryI
sHi
ghl
yDependentUpon I
tsCl
i
ent
ele.TheAi
m OfThi
sPaperI
sTo
Exami
neTheExt
entAndTheDi
rect
ionOfTheEf
fectOfDi
git
alTechnol
ogyI
nThe
Domai
nOfI
ndi
anBanki
ng.AnEx
tensi
veRev
iew OfRel
evantLi
ter
atur
eAv
ail
abl
eIn
Jour
nal
s,Paper
s,AndResear
chAr
ti
clesHasBeenUnder
taken,Al
ongWi
thTheDat
a
AndI
nfor
mat
ionFr
om Secondar
ySour
cesSuchBl
ogsAndSi
tes.

1.Ev
aluat
eOpi
nionsCar
eful
l
y:Di
git
alBanki
ngI
sNotOne-
Size-
Fix-
All
.
Banks Need To Sel
ect The Opi
nions The Best Fi
t Thei
r
Or
gani
sat
ionAndSt
art
egy
.

43
 2.Cr
eat
e An Ent
erpr
ise Road Map:A Road Map I
s A Key Pr
e
Requi
si
teForI
mpl
ement
ingADi
git
alBanki
ngPr
ogr
am.

3.3.
2Di
git
alBanki
ng

Di
git
alBanki
ng I
s The Mov
e To Onl
i
ne Banki
ng Wher
e Banki
ng Ser
vices Ar
e
Del
i
ver
edOv
erTheI
nter
net
.TheAdv
ant
ageForBanksAndCust
omesAr
ePr
ovi
ding
Mor
eConv
eni
entAndFast
erBaki
ngSer
vics.
TheShi
ftFr
om Tr
adi
ti
onalToDi
git
al
Banki
ngHasBeenGr
adualAndShoul
dBeRat
herDescr
ibedI
nDegr
eeOfSer
vics
Di
git
izat
ionThanThr
oughACat
egor
izat
ionI
ntoYesAndNo.

I
tInv
olv
esHi
ghLev
elsOfPr
ocessAut
omat
ionAndWeb-
BasedSer
vicesAndMay
I
ncl
udeApi
sEnabl
i
ngCr
oss-
Inst
it
uti
onalSer
viceComposi
ti
onToDel
i
verBanki
ng
Pr
oduct
sAndPr
ovi
deTr
ansact
ions.I
tPr
ovi
desTheAbi
l
ityForUser
sToAccess
Fi
nanci
alDat
aThr
oughDeskt
op,
Mobi
l
eAndATM Ser
vices.

3Hi
3. stor
yOfDi
git
alBanki
ng

TheEar
li
estOfDi
git
alBanki
ngTr
aceToTheAdv
entOfATM Machi
neAndCar
ds
Launched I
n The 1960s.
As The I
nter
netEmer
ged I
n The 1980s Wi
th Ear
ly
Br
oar
dband,
Digi
talNet
wor
k Began To Connect Ret
ail
ers Wi
th Suppl
i
ers And
Cust
omerToDev
elopNeedsForEar
lyOnl
i
neAndI
nvent
orySof
twar
eSy
stems.

ByThe1990sTheI
nter
netEmer
gedAndOnl
i
neBanki
ngSt
art
edBecomi
ngThe
Nor
n.TheI
mpr
ovementOfBr
oadbandAndEcommer
ceSy
stemsI
nTheEar
ly2000s
LedToThatResembl
edTheModer
nDi
git
alBanki
ngWor
ldToday
.ThePr
oli
fer
ati
on
OfSmar
tphonesThr
ough TheNex
tDecadeOpenedTheDoorForTr
ansact
ionOn
TheGoBey
ondATM Machi
ne.
Over60%OfConsumerNowUseThei
rSmar
tphones
AsThePr
efer
redMet
hodForDi
git
alBanki
ng.

Ther
eIsA DemandForEnd-
To-
EndConsi
stencyAndForSer
vices,
Opt
imi
zed On
Conv
eni
encw And UserExper
ience.
The Mar
ketPr
ovi
des Cr
oss Pl
atf
orm Fr
ont
Ends,
Enabl
i
ngPur
chaseDeci
sionBasedOnAv
ail
abl
eTechnol
ogySuchAsMobi
l
e
Dev
ices,
Wit
h A Deskt
op Or Smar
tTV AtHome.
In Or
derForBanks To Meet
ConsumerDemands,
TheyNeedToKeepFocusi
ngOnI
mor
ovi
ngDi
git
alTechnol
ogy
ThatPr
ovi
deAgi
l
ity
,Scal
abi
l
ityAndEf
fi
ciency
.

44
3.
4SCOPEOFDI
GITALBANKI
NG

Di
git
alBanki
ng I
s NotOnl
y Rest
ri
cted To Usi
ng I
nter
netTo Access Banki
ng
Ser
vices,
Asi
sUsual
yPer
cei
ved,ButI
tCompr
isesOfA Whol
eAr
rayOfBanki
ng
Ser
vicesDel
i
ver
edOrCompr
iseOfAWhol
eAr
rayOfBanki
ngSer
vicesDel
i
ver
edOr
Consumed Usi
ng Technol
ogy
. Hence,
Wit
h A Wi
de Scope, Di
git
albanki
ng
EncompassesTheFol
l
owi
ng;

1.
Int
ernetBanki
ng:
TheI
nter
netI
sAPower
fulMedi
um AndI
sUsedByBanksTo
Pr
ovi
deSer
vicesAtDi
ff
erentLev
els.Thi
sIncl
udesPr
ovi
ding Basi
cInf
ormat
ion
AboutTheVar
iousPr
oduct
sAndSer
vicesOfTheBank,Communi
cat
ingWi
thThe
Cust
omesRegar
dingThei
rAccountBal
ancesOrLoanAppl
i
cat
ionsAndAl
l
owi
ngThe
Cust
omer
sToToUnder
takeTr
ansact
ionsSuchAsPay
mentOfBi
l
ls,
Transf
erOf
FundsThrLi
ke,
Usi
ngTheI
nter
net
.

2.
Mobi
l
e/PhoneBanki
ng:PhoneBanki
ngAl
l
owsACust
omerToCommuni
cat
eAnd
Gi
veSi
mpl
eInst
ruct
ionsToTheBankThr
oughTheUseOfThei
rMobi
l
eKey
pads,
On
A Cel
l
ularDev
ice.I
tAl
l
owsThem ToDeposi
tACheque,Tr
ansf
erFunds,PayBi
l
ls,
Know TheAccountBal
ance,Locat
eAnAt
morRecei
veI
nfor
mat
ionAboutThei
r
Account
sAct
ivi
ty.

3.
Aut
omat
edTel
l
erMachi
nes(
Atms)
:At
msWer
eTheFi
rstWel
l
-KnownMachi
nesTo
Pr
ovi
deEl
ect
roni
cAccessToCust
omer
s.TheseMachi
nesEnabl
eACust
omerTo
Per
for
m TasksSuchAsCashWi
thdr
awal
,AndEnqui
reAboutAccountBal
ance,
Wi
thoutTheHel
pOfA BankRepr
esent
ati
ve.TheMor
eCompl
exMachi
nesAl
so
Al
l
ow Cust
omer
sToPr
intThei
rPassbook,Deposi
tCashAndAccessA Li
neOf
Cr
edi
t.

4.
Plast
icCar
d:APl
ast
icCar
dIssuedByTheBankToI
tsCust
omerCanBeI
nThe
For
m OfACr
edi
tCar
d,Debi
tCar
dOrSmar
tCar
d.TheseCar
dsSi
mpl
i
fyThePr
ocess
OfMaki
ngPay
ment
sAtPoi
ntOfSal
e,Pr
ovi
deEasyAccessToCr
edi
tForACer
tai
n
Per
iod Of Ti
me Or Can Per
for
ms Var
ious Ty
pes Of Pr
e-Def
ined Fi
nanci
al
Tr
ansact
ions,
Respect
ivel
y.

5.El
ect
roni
cCl
ear
ingSer
vice(
ECS)
:Repet
it
iveAndPer
iodi
cPay
ment
sAr
eEssent
ial
l
y
Under
takenEl
ect
roni
cal
l
yThr
oughECS.I
tIsUsedByI
nst
it
uti
onsForMaki
ngBul
k

45
Pay
mentOfAmountTowar
dsDi
str
ibut
ionOfDi
vi
dent
,Int
erest
,Sal
ary
,Pensi
on,
Etc.
.,
OrForBul
kCol
l
ect
ionOfAmountTowar
dsTel
ephone/
Elect
ri
cit
y/Wat
erDues,Cess,
Et
c.

6.
Elect
roni
cFundTr
ansf
er:El
ect
roni
cFundTr
ansf
erSy
stem Ar
eDedi
cat
edTowar
ds
Tr
ansf
erOfFundsWi
thi
nAFi
nanci
alI
nst
it
uti
onOrAmongManyI
nst
it
uti
ons,
Wit
hout
The I
nvol
vementOfThe BankSt
aff
.Such A Teansact
ion Takes Pl
ace Ov
erA
Comput
eri
sedNet
wor
k.

7.
PC/
HouseBanki
ng:PcsEqui
psUser
sToI
nter
actWi
thThei
rBankByMeansOf
Comput
erWi
thADai
l
-UpModem Connect
ionToThePhoneNet
wor
k.Howev
er,I
t
I
nvol
vesCompl
exI
nst
all
ati
onPr
ocedur
esAndMai
ntenanceCost
s.

3.
5EMERGI
NGFORMSOFDI
GITALBANKI
NG

 Baas-
Banki
ngAsASer
vice(
All
owsForThi
rdPar
tyI
ntegr
ati
on)

 Baap-
Banki
ng As A Pl
atf
orm(
ForI
ntegr
ati
ng Cor
e Sy
stems Wi
th
Sof
twar
e)

 Cl
oud-
BasedI
nfr
ast
ruct
ure(
All
owsLessRel
i
anceOnI
TSt
aff
)

 Whi
teLabelBanki
ng(
SuchAsCo-
BrandedCr
edi
tCar
ds)

3.
6 EVOLUTI
ON &DI
GITAL TRANSFORMATI
ON OF THE BANKI
NG
SECTOR

 ThePer
iodOf1990s,I
nIndi
a,WasMar
redByVar
iousFi
nanci
alRef
orms.
TheseAl
ongWi
thGl
obal
i
sat
ionAndLi
ber
ali
sat
ionBr
oughtAboutMonument
al
ChangesI
nIndi
a’
sBusi
nessEnv
ironment
,Whi
ch I
ncl
uded Banki
ng.ForA
ModestSt
art
,Reser
veBankOfI
ndi
aSetUpACommi
tt
eeChai
redByTheThen
RBIGov
erner
,Dr
.C.
Rangar
anj
an.Wi
th A FocusOn Cust
omerSer
vice,The
Commi
tt
eeDr
ew UpAPl
anForForComput
eri
zat
ionI
nTheBanki
ngI
ndust
ry
ForThePer
iodOf1985-
89.
OnceTheRequi
sit
eExper
ienceI
nComput
eri
zat
ion
WasGai
ned,ASecondRangar
anj
anCommi
tt
eeWasFor
medI
n1988I
nOr
der
ToPl
anForTheExt
ensi
onOfAut
omat
ionToOt
herAr
easLi
keFundTr
ansf
er,
E-

46
 Mai
l
,Banknet
,Swi
ft
,ATM’
S,I
nter
netBanki
ngEt
c.,Subsequent
ly,I
nTheYear
2000,
TheGov
ernmentOfI
ndi
aEnact
edTheI
nfor
mat
ionTechnol
ogyAct
,2000
I
nOr
derToPr
ovi
deLegalRecogni
ti
onToEl
ect
roni
cTr
ansact
ionAndOt
her
MeansOfEl
ect
roni
cCommer
ce.

 1996-
98 Was The Per
iod Of I
nter
net Banki
ng Adopt
ion. Af
ter I
CICI
,
Ci
ti
bank,
I
ndusI
ndBankAndHDFCBankWer
eTheEar
lyOnceToAdoptThe
Technol
ogyI
n1999.Reser
veBankOfI
ndi
aSai
dUpA ‘
Wor
kingGr
oupOn
I
nter
netBanki
ngToExami
neDi
ff
erenceAspect
sOfI
nter
netBanki
ng.St
art
ing
I
nter
netBanki
ngWi
thEl
ement
aryFunct
ionsSuchAsPr
ovi
dingI
nfor
mat
ion
AboutI
nter
estRat
es,Check I
n AccountBal
ances And Comput
ing Loan
El
i
gibi
l
ity
,TheBanksEv
ent
ual
l
yExt
endedThei
rSer
vicesToOnl
i
neBi
l
lPay
ment
,
Tr
ansf
erOfFundsBet
weenAccount
sAndCashManagementSer
vicesFor
Cor
por
ates.Thi
sWasFol
l
owedByFaci
l
itat
ionOfPay
mentForE-
Commer
ce
Tr
ansact
ion,
ByDi
rect
lyDebi
ti
ngBankAccount
sOrThr
oughCr
edi
tCar
ds.

 AHi
ghPenet
rat
ionOfSmar
tphonesAndI
nter
netConnect
ions,
Coupl
edWi
thA
Pr
efer
ence For Non-
Branch Banki
ng Channel
s,As Wel
lAs Adv
ent Of
Regul
ati
onsI
n Thi
sSect
orHas Br
ough AboutA Fav
our
abl
e Shi
ftI
n The
ConsumerBehav
iour
,Indi
cat
ingThatAPer
iodOfPr
emi
erDi
git
alBanki
ngI
s
Appr
oachi
ng.

Tr
adi
ti
onalBanks I
nIndi
a Hav
e Been Seen To Fol
l
ow Cer
tai
n St
ages To
Br
ingaboutTheDi
git
alTr
anf
ormat
ion.TheySt
art
edWi
thBui
l
dingNew Fi
nanci
al
Pr
oductAsWel
lAsChannel
s,SuchAsMobi
l
ephone,I
nOr
derToRespondTo
New Compet
it
ion.Thi
s As Been Fol
l
ow By An Ef
for
tTo Reengi
neerThe
Technol
ogi
calI
nfr
ast
ruct
ureSuchAsThePay
ment
sPl
atf
orm,ToMakeThem
Mor
eFl
exi
bleAndUser
-Fr
iendl
y.Last
ly,I
nOr
derToPosi
ti
onThemsel
vesI
nThe
Di
git
alEnv
ironment
,They Hav
e Adopt
ed Sust
ainabl
e St
rat
egi
es I
ncl
udi
ng
ChangesAndI
nvest
mentI
nThei
rOr
gani
sat
ions.

3.
7.EASYWAYTOBANKI
NGTRANSACTI
ONTODAY

GoneAr
eTheDay
sWhenBanki
ngWasAChor
e,AFr
ust
rat
ingAct
ivi
tyWhi
chI
nMany
CasesNeeded You To TakeA Day
-Of
fToccompl
i
sh TheTask.
Technol
ogyHas
Vi
rt
ual
l
yEnabl
edBanksToBeWher
eTheCust
omerI
sEnabl
i
ngHerToConnectTo

47
TheBank AtATi
meAndPl
aceConv
eni
entToHer
.TodayWeAr
eCl
oserToYear
2030ThanToYear2000.
Imagi
neI
fWeTol
dYouI
nYear2000ThatYouWoul
dBe
Abl
eToBankFr
om Your24X7AndTr
ansact
ionI
nLessThanAMi
nut
e?NotMany
Woul
dHav
eBel
i
evedUsButMobi
l
eBanki
ngI
sAReal
i
ty.

Mobi
l
ePhonesEspeci
all
ySmar
tPhonesHav
eCr
eat
edMor
eOppor
tuni
ti
esToThe
CommonManThanAnyOt
herTechnol
ogyI
nTheRecentPast
.TodayMobi
l
eBanki
ng
And Mobi
l
eWal
l
etsAr
eTheTwo Fast
estGr
owi
ng Segment
sInThePay
ment
s
I
ndust
ry.
Evol
uti
onOfMobi
l
eBanki
ngOnTheBackOfMobi
l
ePhoneRev
olut
ionI
n
I
ndi
aHasHel
pedCl
i
ent
sMakeFast
erAndSecur
eBanki
ngTr
ansact
ionOnThe
Mov
e.For BanksMobi
l
eBanki
ngI
sTheMostCostEf
fi
cientModeOfOf
fer
ing
Banki
ngSer
vices.
ItI
sAWi
n-Wi
nSi
tut
ionForBot
hBanksAndCl
i
ent
s.

3.
8BUI
LDI
NGADI
GITALORGANI
ZATI
ONSTRUCTURE

ManyBanksOper
ateI
nSi
l
osThatDoNotOf
ferI
ntegr
atedSer
viceOf
fer
ings
,
Digi
talOrOt
her
wise.Such Compar
tment
ali
zat
ion I
s The Resul
tOfTr
adi
ti
onal
Or
gani
zat
ionalManagementAppr
oachesThatSegr
egat
edOf
fer
ingsByAndWi
thi
n
Li
nes OfBusi
ness And By Pr
oductAnd Channel
.The Accr
eti
on OfLegacy
Technol
ogyOv
erTi
meExacer
bat
edThePr
obl
em.Howev
er,
Out
dat
edSi
l
oSt
ruct
ures
RunCount
erToDi
git
alBanki
ngsHol
i
sti
cVi
ewOfCust
omer
s,AndTheyHav
ePl
ayed
ALar
gePar
tInTheI
ndust
ryPai
nful
l
ySl
owTr
ansact
ionToOnl
i
neBanki
ng.

Di
git
alBanki
ngBr
eaksThr
oughOr
gani
zat
ional
Bar
ri
ers.I
tCompel
sBanksToRet
hink
Or
gani
zat
ionalConst
ruct
s,AsWel
lAsRev
enueAndPr
ofi
tabi
l
ityRecogni
ti
onAcr
oss
TheEnt
erpr
ise.TheReor
gani
zat
ionI
ncl
udesMer
gingCur
rentLi
nesOfBusi
ness
ManagementAnd The Ent
erpr
ise-
Lev
elPr
oductAnd Technol
ogyFunct
ions,As
Depi
cted.

3.
9FUTUREPROSPECTSOFDI
GITALBANKI
NG

Di
git
alBusi
nessI
sAnOv
erar
chai
ngTr
endCov
eri
ngHowTheBl
urr
ingOfThePhy
sical
And Vi
rt
ualWor
lds I
s Tr
ansf
ormi
ng Busi
ness Desi
gns,
I
ndust
ri
es,
Mar
ket And
Or
gani
zat
ion.
Maj
orBusi
nessAndTechnol
ogyAdv
ancement
s,SuchAsTheI
nter
net
OfThi
ngs,
3DPr
int
ingAndMachi
neLear
ningCombi
neToDi
sruptExi
sti
ngBusi
ness
Model
sAndCr
eat
eAnOppor
tuni
tyForEnt
ir
elyNew Onces.
Digi
talTechnol
ogi
es

48
Bui
l
dOnEachOt
herWav
eAf
terWav
eOfI
nnov
ati
on.

Cust
omerExpect
ati
onsForBanki
ngSer
vicesAr
eBr
ingResetByTheExper
iences
And Onl
i
ne Pr
ovi
dwr
s ,
Eleseher
e.Thanks To Compani
es Li
ke
Googl
e,
Amazon,
Appl
e,
Uber And Our Ver
y Own E-
Commer
ce Now Exper
ience
Fi
rms;
Cust
omer
s Del
i
verPr
oduct
s And Ser
vices Swi
fi
tyWi
th A Seaml
ess User
Exper
ience.
NewDi
git
alAt
tacker
sAr
eDi
srupt
ingTr
adi
ti
onalVal
ue Chai
ndsI
nMany
I
ndust
ri
es.
ButI
tWi
l
lAl
soBeNat
iveToBel
i
eveThatTechnol
ogi
calAdv
ancementI
n
Banki
ngWi
l
lOnl
yBeDoneByFi
ntechFi
rms.Ov
erTheNextCoupl
eOfYear
sYouWi
l
l
Not
iceThatALotOfFi
nici
alI
nnov
ati
veWi
l
lBeSpearHeadedByI
ncumbentBanks-
Ei
therI
ndependent
lyOrI
n Par
tner
shi
p Wi
th New Fi
ntech Fi
rms.
You Wi
l
lBeAs
I
nnov
ati
on.
TodayA LoyOfBanksAr
ePar
tner
ingWi
thFi
ntechFi
rmsForMut
ual
Benef
it
s.Some OfThe Tr
adi
ti
onalPl
ayer
sIn Banki
ng Hav
e Been Ver
yAgi
l
eIn
Exper
iment
ingWi
thNewAgeTechnol
ogi
esSuchAsAr
ti
fi
cialI
ntel
l
igenceAndBl
ock-
Chai
n.BanksAndNon-
BanksAr
eInnov
ati
ngAndI
ndi
anEcosy
stem AsAWhol
eIs
Gear
ingUpForDi
git
al.

3.
10THEENTERPRI
SEROADMAP:AKEYPREREQUI
SITEFORDI
GITAL
BANKI
NG

Bef
oreEmbar
kingOnADi
git
alBanki
ngPr
ogr
am,
Organi
zat
ionsNeedToDev
elopAn
Ent
erpr
iseRoadmap.TheRoadmapNeedToBal
anceKeyCust
omerVal
uesWi
thThe
Bank Val
ues.The Roadmap Begi
ns Wi
th A Concept
ualVi
ew Under
pinned By
Gov
ernance,Readi
nessAndDi
sci
pli
ne.I
tAppr
oachesTheMostVal
uabl
ePr
obl
em
Di
mensi
onFi
rst–“
Predi
ctAndPr
event
”-ToCr
eat
eASuper
iorCust
omerExper
ience
ThatEmbr
acesCodeHal
oThi
nki
ngToRadi
cal
l
yImpr
oveSat
isf
act
ionAndEnabl
e
Cust
omer
sToChooseSel
f-
Ser
viceFi
rst
.

Bank Must Al
so Dev
elop A Compr
ehensi
ve Busi
ness Pl
an To El
i
minat
e
Or
gani
zat
ionalAndPr
ocedur
alConst
rai
ntsAcr
ossLi
nesOfBusi
nessAndToDel
i
ver
Val
ueToI
nter
nal
AndExt
ernal
Stakehol
der
s.

A Cor
ner
stoneChannelOpt
imi
zat
ionSt
rat
egyI
sCr
it
ical
.AsChannel
sEv
olv
eTo
Cr
eat
eSeaml
ess,I
ntegr
atedCust
omerExper
iences,AndToLev
erageAnal
yti
csFor
Changi
ngCust
omerBehav
iorAcr
ossAl
lTouchpoi
nts,TheFocalPoi
ntOfTheEf
for
t
MustNotBeTheChannel
sThemsel
vesButTheCust
omer
.

49
3.
11chal
lengesToDi
git
alBanki
ng:

Her
eAr
e6Chal
lengesToTheDi
git
alBanki
ngAndSuggest
edWayFor
HowToOv
ercomeThem Ar
eDi
scussed.

1.
Att
aini
ngAppPer
fect
ion:Ther
eIsAnI
mmenseFeel
i
ngOfPowerAndReassur
ance
Whi
l
e Accessi
ng A Smar
tphone Appl
i
cat
ion.Smar
tphone Ar
e Mor
e Per
sonalI
n
Nat
ure,Pr
ogr
essi
ngToBi
omet
ri
cVer
if
icat
ion,Ev
enForAct
ionsSuchAsUnl
ocki
ng
The Scr
een.Taki
ng Thi
sInt
o Account
,Dev
elopi
ng Appl
i
cat
ions Rel
ated To A
Busi
ness Becomes Cr
uci
alI
n Or
derTo Ret
ain Cust
omer
s.Wi
th Banki
ng And
Fi
nanci
alAppl
i
cat
ionsI
ncr
easi
ngl
yOf
fer
ingTheComf
ortAndLuxur
yOfMoni
tor
ing
ExpensesAtTheAnyTi
meFr
om AnyPl
ace,
Organi
zat
ionsThatDoNotTapI
ntoThi
s
Ar
eaWi
l
lCer
tai
nlyLoseOutOnManyI
ndi
vi
dual
sThatWi
l
lDeem TheCor
por
ati
on
Out
dat
ed.Howev
er,MostAppl
i
cat
ionsAr
eOf
ferRi
ddenWi
thBugsAndFaceSev
ere
Per
for
manceI
ssues.TheyRemai
nDi
ff
icul
tToNav
igat
e,AtTi
mes,AndFr
equent
ly
Cr
ash.Thi
sCanBeDet
ri
ment
alToTheCompany
’sPr
ogr
essAsI
tWoul
dRepr
esent
PoorQual
i
ty.

2.Technol
ogyUpgr
ades:Fi
veYear
sAgo,Smar
tphoneWeeOnl
yJustBecomi
ng
Popul
ar.TodayTheFunct
ional
i
tyLar
gel
yDef
inesTheDev
iceThatI
sOwned.Those
WhoTr
avelFr
equent
lyOnBusi
nessDependOnAppl
eAndAndr
oidTabl
ets,Those
WhoWor
kAsFr
eel
ancer
sDependOnHi
ghQual
i
tyCamer
asAndNot
ebooks,Whi
l
e
ThoseWhoWor
kThe9-
5Rout
inePer
ferRobustLapt
opsAndHi
gh-
Per
for
mance
Deskt
ops.I
nAddi
ti
on,WeHav
ePr
oductLi
keAmazonEchoThr
ownI
nTheMi
x,For
Dai
l
yAl
ert
sAndToPer
kUpTheOv
eral
lLi
fest
yle.Knowi
ngWhi
chAudi
enceTo
Tar
getI
sOnl
yTheHal
fOfI
t;Under
standi
ngWhoWoul
dUseWhatDev
iceUnder
Whi
ch Ci
rcumst
ances I
s Equal
l
yImpor
tant
.Thi
s Means A Ser
ious AmountOf
I
nvest
mentForBanki
ngAndFi
nanci
alEnt
it
iesI
nDi
git
alCapabi
l
iti
esAndFor
mul
ati
ng
Ef
fect
iveDi
git
alSt
rat
egi
es.

3.Cy
berCr
ime:MostBanki
ngAndFi
nanci
alAppl
i
cat
ionsAr
eSubj
ectToCy
ber
-
At
tacks The Most
.The Reason I
s Obv
ious,What Wi
th Money Bei
ng The
Unquest
ionabl
eObj
ect
ive.Fr
audst
ersHav
eBeenKnownToBeI
nnov
ati
veI
nThei
r
Endeav
orsToSi
phonFunds,Ei
therAsLar
geAmount
sInAGun-
Shot
,OrMi
nuscul
e

50
AmountFr
om ThousandsOfAccount
s,Ov
erALongPer
iodOfTi
me.I
fNotMoney
Di
rect
ly,
Ther
eIsAl
way
sTheThr
eatOfDat
aBei
ngCompr
omi
sed.

4.
Spear
headi
ng Wi
thI
nnov
ati
on:Spear
headi
ng The Mar
ket
place By Of
fer
ing
I
nnov
ati
veSer
vicesI
sNotJustDesi
red,
ButAl
soRequi
redI
nOr
derToSt
ayAheadOf
TheCur
veAndAt
tractA Wi
deCust
omerBase.Especi
all
yWi
thA Lar
geBaseOf
YoungUser
s,I
tBecomesI
mpor
tantToDi
sti
ngui
shYourCompanyI
nTheEv
er-
Gr
owi
ngAndCompet
it
iveMar
ket
place.Howev
er,Compani
esAr
eOf
tenHesi
tantTo
TakeTheLeap,AsTheyAr
eAwar
eTheThi
ngsCanHor
ri
blyBackf
ir
eAndCause
I
nst
antBackl
ashFr
om I
rat
eCust
omer
s.

5.
Sust
ainabi
l
ity
:PostSuccessf
ulI
nnov
ati
onAndI
mpl
ement
ati
on,TheNextPr
essi
ng
Chal
l
engeToTackl
eEf
fect
ivel
yIsSust
enance.AnOr
gani
zat
ion’
sSust
ainabi
l
ityAsA
LeaderI
sPossi
bleOnl
yThr
oughSy
ner
gy.Onl
yWhenTheUser
sAcknowl
edgeThe
Val
ueOfThePr
oductOrSer
viceWi
l
lTheOr
gani
zat
ional
Val
ueSky
rocketToSuccess
AndRemai
nTher
e.I
nThi
sCont
ext,
ThePowerOfSoci
alMedi
aIsOf
tenOv
enl
ooked.
Whi
l
e Consi
stent
ly Good Rev
iews Upl
i
ftThe Or
gani
zat
ion To A Bet
terSt
atus,
Consi
stent
lyBadRev
iewsCanDest
royEv
enAnEnt
ir
eEmpi
re.

6.
Del
i
ver
ingQual
i
tyAtSpeed:I
nTheRushOfWant
ingToDel
i
verPr
oductOrSer
vices
AtAnAccel
erat
edSpeed,Compani
esOf
tenTendToCompr
omi
seOnTheQual
i
tyI
s
ThatTher
eIsNoSuchThi
ngAsASmal
lBug;
ABugI
sABug.Ther
eHav
eBeen
Sev
eral I
nst
ancesOfOr
gani
zat
ionKnowi
ngl
yTur
ningA Bui
l
d-Ey
eToDef
ect
sIn
Pr
oductAndSof
twar
eEv
enBef
oreTheI
tem Hi
tTheMar
ket
.

3.
12THEWAYSTOOVERCOME:

1.
Qual
i
tyAssur
ancePr
ofessi
onal
sAr
eTr
ainedToI
nspect
,Assess,AndAssur
eThe
Qual
i
tyOfTheSof
twar
e.TheyBecomeI
nvol
vedI
nThePr
ocessEar
lyOnI
nThe
Sof
twar
eLi
fecy
cleAndEnsur
eThatAppl
i
cat
ionsAr
eDel
i
ver
edWi
thPr
emi
um Qual
i
ty.
I
nTheCaseOfAPer
for
manceI
ssueDespi
teThatRi
gor
ousTest
ing,TheyWi
l
lBe
Abl
eToTendI
mmedi
atel
yToThePr
obl
em AndFi
xTheBugsI
nst
ant
ly.

2.
Sof
twar
e Text
ing Pl
ays A KeyRol
eIn Ensur
e Dev
ice Compat
ibi
l
ityWi
th The
Sof
twar
e,AndMakesTheEnt
it
yMor
eUser
-Fr
iendl
y.TheI
nvar
iabl
yLeadsToMor
e
Br
eat
hingRoom ForExpl
ori
ngTheDev
iceThatWi
l
lBeAbl
eToCar
ryTheCompany
’s

51
Cust
omi
zed S6f
twar
e Bet
ter
.Thi
s Ty
pical
l
ySav
es The Cor
por
ati
on Mi
l
li
ons Of
Dol
l
arsAndOr
gani
zat
ionCan,
Susbsequent
ly,
SpendThei
rEf
for
tsOnFi
gur
ingOutAn
AptDi
git
alSt
rat
egy
.

3.
Secur
it
yTest
ingWi
l
lSni
ffOutThePossi
blePoi
ntOfVal
ner
abi
l
iti
esThatHacker
s
MayTake Adv
ant
age Of
,And Of
ferThe Appr
opr
iat
e Sol
uti
on.Secur
it
yTest
ing
DemandsAThor
oughUnder
standi
ngOfTheBanki
ngSy
stem AndOf
ferAnI
n-Dept
h
Knowl
edgeOfTheI
nter
nalAr
chi
tect
ure.Qual
i
tyAssur
ancePr
ofessi
onal
sThatHav
e
Exper
ti
seOv
erTheBanki
ngDomai
nAr
eTheOnceThatWoul
dBestTackl
eCy
ber
-
Cr
ime.

4.
Under
standi
ngAndLev
eragi
ngThePowerOfSoci
alMedi
a,Whi
l
eNecessar
y,Can
BeRi
ddenWi
thI
ssues.Tr
oll
s,Mal
war
es,
AndTweet
sAboutPer
for
manceI
ssuesCan
Al
lWr
eakHav
ocI
fNotEf
fect
ivel
yAndI
mmedi
atel
yManaged.Sof
twar
eTest
ing
son1NelCan SpotRealPr
Per obl
emsAnd I
mmedi
atel
yFi
xTheI
ssue,Ther
eBy
Cont
aini
ngTheI
ssue.Thi
sGr
eat
lyHel
psSust
ainBr
andI
mageI
nLongRun.

5.
Sof
twar
eTest
ingCanBeEnsur
eThatAl
lTheMaj
orBugsAr
eTackl
edAsTheyRi
se,
AndThr
oughAnal
ysi
sIsConduct
edI
nOr
derToHav
ePr
event
iveMeasur
es.Thi
sWi
l
l
Gi
veI
nnov
ati
veCompani
esI
nThei
rRespect
iveI
ndust
ri
esABoost
,SoThatTheyCan
Cont
inueToExpl
oreHowToBet
terDel
i
ghtThei
rCust
omer
-Base.

6.
RobustSof
twar
eTest
ingEnsur
esThatThePr
oductOrSof
twar
eHi
tsTheMar
ket
Wel
lIn Ti
me.By Cl
osel
y Anal
yzi
ng Possi
ble Sof
twar
eIssue Ri
ghtFr
om The
Requi
rement
sGat
her
ingSt
age,
Qual
i
tyAssur
anceExper
tEnsur
eTi
meToMar
ket
.

3.
13Di
git
alTechnol
ogy:

Sev
enSt
rat
egi
cAr
easToConsi
der
;

1.I
nfr
ast
ruct
ure:FewBanksHav
eTheI
ntegr
atedI
nfr
ast
ruct
ureI
nPl
aceToEnabl
e
TheSeaml
essRet
ri
eval
,St
orageAndDi
str
ibut
ionOfI
nfor
mat
ionAndDat
a,Bot
h
Up And Down St
ream.Cl
oud Technol
ogi
es Lend Themsel
ves To Di
git
al
I
nnov
ati
onWi
thThei
rSecur
it
y,Rel
i
abi
l
ityAndEl
ast
ici
ty.TheCl
oudCanAl
so
Ser
veAsAFl
exi
bleI
ntegr
ati
onLay
er,Accommodat
ingOf
f-AndOn–Pr
emi
se

52
 Appl
i
cat
ionsThatNeedToBeI
ntegr
atedI
ntoTheDi
git
alAr
chi
tect
ure,AsWel
l
AsDi
git
alAppDel
i
ver
y.

2.Dat
a:Pr
eci
seI
nfor
mat
ionI
sTheKeyToUnder
standi
ngBankCust
omer
sAnd
Cr
eat
ing Uni
que Di
git
al Per
son As For Tai
l
ored I
nter
act
ions. Fi
nanci
al
I
nst
rument
s And Tr
ansact
ion Pr
ocessi
ng,Howev
er,Ty
pical
l
yInv
olv
e The
ExchangeOfLar
geVol
umesOfDat
aManagementAccount
sFor92% OfThe
CostOfTheFi
nanci
alSer
vicesBusi
ness,
Accor
dingToEsst
imat
es.

Di
git
alBanki
ngRequi
resANew SetOfPl
ansAndPol
i
ciesToCont
rol
,Pr
otect
AndEnhanceTheVal
ueOfDat
aAndI
nfor
mat
ionAsset
s.Thi
sEf
for
tIncl
udes
Ref
erenceAr
chi
tect
ureComponent
sOfTheMast
erDat
aManagement
(MDM)
St
rat
egy
,Uni
fi
edI
nfor
mat
ionDel
i
ver
y(Repor
ti
ng)AndI
nfor
mat
ionI
ntegr
ati
on.
Gl
obalDat
aSemant
icsI
ncl
udeI
ndust
ry-St
andar
dDat
aModel
sLi
keI
FX/
FDSM,
AsWel
lAsTheDef
ini
ti
onOfSuppor
ti
ngPr
ocessesAndSt
ruct
ures,I
ncl
udi
ng
Dat
aGov
ernance,
Dat
aQual
i
tyAndDat
aOr
gani
zat
ion.

3.Cont
ent
:An Ent
erpr
ise Cont
entManagementRoadmap ForDi
git
alBanki
ng
I
ncl
udes St
orage,Management
,Wor
kfl
ow,Pr
ocess,I
ntegr
ati
on,BI
,Anal
yti
cs,
Repor
ti
ng,I
nfor
mat
ionAr
chi
tect
ureMet
a-Model
,Cont
entTy
pe,AndLi
fecy
cle
AndSy
ndi
cat
ionMet
hodol
ogy
.ItAl
soI
ncl
udesConsol
i
dat
ion,Mi
grat
ionAndA
Sear
chSt
rat
egy
,Pr
oductEv
aluat
ionsAndAdopt
ionSt
rat
egi
es.

4.Anal
yti
cs: Anal
yti
cs Capabi
l
iti
es I
ncl
ude Mul
ti
-Di
mensi
onal Anal
ysi
s By
Geogr
aphy
,Cust
omerTy
pe,Pr
oduct
,Tr
aff
icSour
ce,Channel
,Campai
gn,Web
Page,
Scenar
io,
IVRPat
h,AndSpeechToText
.TheyAl
soI
ncl
udeDat
a,WebSi
te
AndReal
-Ti
meCont
entAnal
ysi
s,
UserPr
ofi
l
ingAndSegment
ati
on,Campai
gn
Opt
imi
zat
ion,Ti
me And Pat
h Cor
rel
ate Wi
th Rev
enue-
Dri
vi
ng Act
ivi
ti
es And
Nur
tur
eCr
oss-
Sel
l
ingOppor
tuni
ti
es.

5.Busi
ness Pr
ocess:
Process Component
s I
ncl
ude A Ser
vice Or
ient
ati
on ,
Gov
ernance ,Technol
ogy Adapt
ion ,Pr
ocess Or
chest
ri
ti
on ,Tuni
ng And
Opt
imi
zat
ion,
Rul
esEngi
neAdapt
ionAndEnt
erpr
iseSer
viceBusAdapt
ion

6.Soci
alAndMobi
l
e:I
nfor
mat
ionMustBeAccessi
bleFr
om Any
wher
eAndFr
om
AnyMobi
l
eFr
om Fact
or.
OtherKeyComponent
sIncl
udesSoci
alMedi
aAnd

53
 Col
l
obor
ati
onForExt
ernalCl
i
ent
-Faci
ngBusi
nessAppl
i
cat
ionAndForI
nter
nal
Pr
oduct
ivi
tyI
mpr
ovement
s,Gami
fi
cat
ionForCust
omerEngagement
ts,The
Di
git
alAppSt
oredAsA One-
StopShopForMobi
l
eBusi
nessAppl
i
cat
ions,
Aut
hent
icat
ionAndAccessSecur
it
y.

7.UserExper
ience:AConsi
stUserExper
ienceNeedsToBePr
ovi
dedAcr
ossAl
l
Maj
orI
nter
act
ion Touch Poi
nts.
OtherKey Fact
orsI
ncl
ude An I
nfor
mat
ion
Ar
chi
tect
ure,Per
sonas,Wi
reFr
ames,Scr
eenFl
ow,
VisualDesi
gn,
I
nter
act
ive
Mockups,
Campai
gnManagement,
Brandi
ng,
Sear
chEngi
neOpt
imi
zat
ion,
User
Exper
ienceAndSessi
onManagement,Responsi
veWebDesi
gn,Usabi
l
ity,
Pr
otot
ypeAndUITechnol
ogy
.

3.
14MERI
TSANDDEMERI
TSOFDI
GITALBANKI
NG

3.
14.
1MERI
TS

SomeAdv
ant
agesOfOnl
i
neBanki
ngGoHand-
In-
HandWi
thSi
mpl
yBei
ngOnl
i
ne;
Ot
her
sAr
eCompet
it
iveAdv
ant
agesPr
ovi
dedByOnl
i
neBanksTaki
ngAdv
ant
ageOf
Thei
rCostSt
ruct
ure.TheMostPr
omi
nentBenef
it
sPr
ovi
dedByOnl
i
neBanki
ng
I
ncl
ude:

 24/
7AccountAndSer
viceAccess
 SpeedAndEf
fi
ciency
 Onl
i
neBi
l
lPay
ment
 LowOv
erheadCanMeanLowFees
 LowOv
erheadCanMeanHi
ghI
nter
estRat
esOnDeposi
tAccount
s

 24/
7AccountAndSer
viceAccess

Onl
i
neBanksAr
eAccessi
ble24/
7,AsLongAsYouHav
eAnI
nter
netConnect
ion.
SomeOnl
i
neBanks,
SuchAsAl
l
yBank,
TakeThi
sPer
kOneSt
epFur
ther
,Gi
vi
ngYou
24/
7PhoneAccessToAReal
-Li
feCust
omerSer
viceAgent
.Thi
sCanBeExt
remel
y
Hel
pfulI
fYouDon’
tHav
eAccessToTheI
nter
net
,OrI
fYouFeelYouNeedThe
Assi
stanceOfAHumanBr
ain,
Rat
herThanAComput
erAl
gor
it
hm.

 SpeedAndEf
fi
ciency

54
I
fYouNeedToTr
ansf
erMoney
,Appl
yForA New Loan,OrPer
for
m Near
lyAny
Banki
ngTr
ansact
ion,You’
l
lTy
pical
l
yHav
eToWai
tInLi
neAtABr
icks-
And-
Mor
tar
Banki
ngLocat
ion.Wi
thAnOnl
i
neBank,Ther
e’sNev
erAnyWai
ti
ng.AsLongAsYou
CanLogI
n,YouCanAccessYour
Account
s,RequestANewCr
edi
tCar
d,OrPer
for
m
Near
lyAnyBanki
ngTr
ansact
ionYouDesi
reWi
thoutDr
ivi
ngDownToA BankOr
Wai
ti
ngI
nLi
ne.

 Onl
ineBi
llPay
ment

OneOfTheGr
eatAdv
ant
agesOfOnl
i
neBanki
ngI
sOnl
i
neBi
l
lPay
.Rat
herThan
Hav
ingToWr
it
eChecksOrFi
l
lOutFor
msToPayBi
l
ls,OnceYouSetUpYour
Account
sAtYourOnl
i
neBank,
AllI
tTakesI
sASi
mpl
eCl
i
ck—OrEv
enLess,
AsYou
CanUsual
l
yAut
omat
eYourBi
l
lPay
ment
s.Wi
thOnl
i
neBi
l
lPay
,It
’sEasyToManage
YourAccount
sFr
om OneCent
ralSour
ceAndToTr
ackPay
ment
sInt
oAndOutOf
YourAccount
.

3.
14.
2DEMERI
TS

NoOneTy
peOfBankCanBeTheBestAtEv
ery
thi
ng.I
nSpi
teOfThei
rMany
Adv
ant
ages,Ther
eAr
eSomeDr
awbacksToUsi
ngOnl
i
neBanksAsWel
l
.Her
eAr
e
SomeOfTheDownsi
desOfWor
kingWi
thAnOnl
i
neBank:

 Technol
ogyI
ssues
 Secur
it
yIssues
 I
nef
fi
cientAtCompl
exTr
ansact
ions
 NoRel
ati
onshi
pWi
thPer
sonal
Banker
 I
nconv
eni
entToMakeDeposi
ts.

 Technol
ogyI
ssues

I
nmanyway
s,anonl
i
nebanki
sonl
yasgoodasy
our—ort
hei
r—i
nter
netconnect
ion.
I
fther
e’sapowerout
age,ori
fser
ver
sgodown,y
oumi
ghtnothav
eanyaccesst
o
y
ouraccountwhat
soev
er.Whi
l
esomebanksof
feraphonenumberf
orcust
omer
ser
vice,
itmi
ghtbeov
erwhel
medi
fonl
i
neaccessi
sdown.Wi
thar
ealbank,
youcan
al
way
sfi
ndsomeonet
otal
ktoi
nthebr
anch.

55
  Secur
it
yissues

Whi
l
emanyonl
i
nebanksar
ereput
abl
eandwel
l
-est
abl
i
shed,somet
imesi
tcanbe
har
dtof
eelcomf
ort
abl
e wi
th a bank t
hatdoesn’
thav
e a phy
sicalpr
esence,
par
ti
cul
arl
ywhenl
argesumsofmoneyar
einv
olv
ed.I
fawebsi
tesuddenl
yfol
dsup,
whatwi
l
lhappent
oyourmoney
?Ther
e’sal
sot
her
iskofi
dent
it
ythef
t— oract
ual
t
hef
t—i
fsomeonegai
nsunaut
hor
izedaccesst
oyouraccountv
iaahackedorst
olen
passwor
dorl
og-
incr
edent
ial
s.

 I
nef
fi
cientatcompl
ext
ransact
ions

Onl
i
nebanksmi
ghtbeabl
etot
ransf
ermoneybet
weenaccount
sorpaybi
l
ls,
buty
ou
mi
ghtbemor
ecomf
ort
abl
ewi
thani
nter
nat
ional
,br
icks-
and-
mor
tarbanki
fyouhav
e
compl
ext
ransact
ions.Wor
ldwi
de,busi
ness-
ori
ent
edbanksl
i
kechasehav
egl
obal
t
ransact
ioncapabi
l
iti
es,suchast
heabi
l
ityt
osendpay
ment
sto mor
ethan35
di
ff
erentcur
renci
eswor
ldwi
de,t
hatonl
i
nebanksmi
ghtnotbeabl
eto must
er.
Wi
thoutar
eal
-wor
ldpr
esence,mostonl
i
nebankscan’
tev
enof
fert
heser
vicesofa
not
arypubl
i
c,whi
chr
equi
reani
n-per
sonv
isi
tandnecessar
yformosti
mpor
tant
f
inanci
alt
ransact
ionsl
i
kebuy
ingahome.

 Nor
elat
ionshi
pwi
thper
sonalbanker

Ov
ert
ime,y
oucandev
elopar
elat
ionshi
pwi
thaper
sonalbankeri
fyouv
isi
ta
t
radi
ti
onalbr
icks-
and-
mor
tarl
ocat
ion.I
fyou’
redeal
i
ngwi
thanonl
i
nebank,ont
he
ot
herhand,
you’
ret
ypi
cal
l
yhandedof
ftoananony
mouscust
omerser
viceagentwho
i
sunl
i
kel
ytoknowy
ouf
rom t
henex
tcust
omer
.Ify
ou’
rer
eal
l
yinabi
nd,f
inanci
all
y
speaki
ng,
hav
ingar
elat
ionshi
pwi
thsomeonewhocanhel
pandwhoknowsy
ouwel
l
canbeamaj
oradv
ant
ageov
erast
ri
ctl
yonl
i
nebanki
ngr
elat
ionshi
p.

 I
nconv
eni
entt
omakedeposi
ts

I
tMi
ghtSeem Count
eri
ntui
ti
veThatABank,WhosePur
poseI
sToAt
tractAsset
s,
MakesI
tHar
dForCust
omer
sToMakeDeposi
ts,ButThatCanBeTr
ueI
nTheCase
OfSomeOnl
i
nebanks.Wi
thanonl
i
nebank,y
oucan’
tsi
mpl
ydr
opof
fcashora
checkatal
ocalbr
anch.I
nfact
,someonl
i
nebanks,
li
keal
l
ybank,
won’
tacceptcash
deposi
tsatal
l
.Usi
ngal
l
ybankasanexampl
e,t
omakeadeposi
tyou’
l
lhav
etomai
la

56
check,t
ransf
ermoneyf
rom anot
herbankoranot
heraccount
,oruset
hebank’
se-
checkdeposi
tser
vice.

3.
15f
eat
uresofdi
git
albanki
ng

1.Cust
omer–f
ocusedst
rat
egy

Achi
evi
ngabet
tercust
omerexper
ienceshoul
dbet
hemai
npr
emi
seofeachdi
git
al
t
ransf
ormat
ionst
rat
egy
.Thi
siswhatwi
l
lachi
evet
hel
ong-
awai
tedcust
omerl
oyal
ty.
New i
mpl
ement
ati
onsi
ndi
git
alser
vicesandpr
oduct
smustbe“
smar
t,r
esponsi
ve
andt
ail
oredt
othecust
omer
”,descr
ibesf
err
ari
.

Al
ldepar
tment
sshoul
d bei
nvol
ved i
nthi
snew st
rat
egy
,notj
ustmar
ket
ingor
i
nnov
ati
onbutal
sot
hel
egalandr
egul
ator
yteams.Thesear
chf
orasol
uti
oni
n
mul
ti
disci
pli
nar
yteamsgener
atest
hei
mpr
ovementt
othatsol
uti
on.

2.Remov
ebar
ri
ersbet
weendepar
tment
s

I
tisadv
ancedi
nthef
ir
stpoi
nt,
butoneoft
hef
eat
uresofnewdi
git
albanki
ngwi
l
lbe
t
het
ransf
ormat
ionatt
heor
gani
zat
ionall
evel
.Fort
hepr
ocesst
obecar
ri
edout
successf
ull
y,oneoft
her
equi
rement
sist
oencour
aget
eamst
obebui
l
tthati
ncl
ude
t
hehi
ther
toi
sol
ateddepar
tment
s.

Cr
ossknowl
edgei
soneoft
hepi
l
lar
soft
henewdi
git
alcul
tur
eandi
tiswhatf
ost
ers
r
esponsi
venessi
nbusi
nesspr
ocesses,i
nef
for
tst
ocr
eat
e,l
aunchori
mpr
ovea
pr
oductorser
vice.

3.Takeonnewbusi
nessmodel
sandbahev
aesasanot
herr
ival

Fi
nanci
alt ogy st
echnol art
ups ar
ethr
ivi
ng and t
aki
ng t
he l
ead i
ninnov
ati
ng i
n
f
inanci
alpr
oduct
sandser
vices.Howdoy
oucompet
ewi
tht
hem?

Fer
rar
iadv
ocat
esj
oini
ngt
het
echnol
ogi
cal“
rev
olut
ion”
,accel
erat
ingi
nnov
ati
onand
assumi
ngt
hebehav
iort
hati
sleadi
ngt
heseemer
gingst
art
upst
osuccess.The
quest
iont
hatt
radi
ti
onalbanksmustaski
s:i eaf
fiwer int
echst
art
upwhatwoul
dmy
pr
ofi
tabl
esour
cesofbusi
nessbe?Andt
aket
hem onatal
argescal
e.

4.Col
labor
ati
onandcompet
it
iveness

Col
l
abor
ati
onI
sAnot
herKeyPi
l
larI
nTheDi
git
alTr
ansf
ormat
ionPr
ocess.Many
Fi
ntech St
art
ups Ar
e Demandi
ng A Mor
e Col
l
abor
ati
ve Appr
oach Wi
th Mor
e
Tr
adi
ti
onalFi
nanci
alI
nst
it
uti
onsI
nOr
derToI
mpr
oveSer
vicesAndPr
oduct
sThat

57
Ar
eUl
ti
mat
elyPr
ovi
dedToTheEndCust
omer
.

Bui
l
dingOrPr
omot
ingCommonPl
atf
or weenTheseSt
msBet art
upsAndTr
adi
ti
onal
BanksWi
l
lImpr
oveTheCompet
it
ivenessOfBot
hPar
ti
es.ThePr
oofI
sThatMany
Lar
ge I
nst
it
uti
ons,Such As BBVA Among Ot
her
s,Ar
e Al
readyOpt
ing ForThi
s
St
rat
egyAndSl
owl
yOpeni
ngThei
rDoor
sToEmer
gingCompani
es.

5.Wor
kingWi
thFi
ntechSt
art
ups(
OrEv
enBuy
ingThem Out
)

I
nThi
sRespect
,Li
nkedToTheAbov
eFeat
ure,ManyI
nst
it
uti
onsAr
eCar
ryi
ngOut
Pr
oject
sInPar
tner
shi
pWi
thTheMostI
nnov
ati
veSt
art
ups,OrTheyAr
eEv
enBuy
ing
Them Out
.Thi
sIsTheCaseOfBBVAWi
thSi
mpl
eAndMadi
va,OrSant
anderWi
th
Fundi
ngCi
rcl
e,ForExampl
e.

TheyLear
nANewBusi
nessModelFr
om TheseCompani
es,
ANewWayOfPr
ovi
ding
Fi
nanci
alSer
vicesAnd,I
nAddi
ti
on,ThusRemai
nInTheMostI
nnov
ati
veMar
ket
.
Fer
rar
iAr
guesThatAPar
tOfDev
elopi
ngNew Pr
oduct
sOrSer
vicesI
nTheDi
git
al
Banki
ngOfTheFut
ure,AndThatOfThePr
esent
,Shoul
dBeOut
sour
ced.TheyAr
e,
Abov
eAl
l
,TheSol
uti
onsDev
elopedAndDesi
gnedOnTheExper
ienceOfTheNew
Di
git
alUser
s.

6.Bui
ldi
ngAnOpenI
TAr
chi
tect
ure

OpennessToNewPar
tner
sAndThi
rdPar
ti
esI
sTheSi
xthFeat
ureThatTheDi
git
al
Tr
ansf
ormat
ionI
nABankMustFul
fi
l.Thi
sIsTheSo-
Cal
l
edOpenI
nnov
ati
onPr
ocess,
Taki
ngAdv
ant
ageOfTheKnowl
edgeOfThi
rdPar
ti
esAndOf
fer
ingThei
rKnowl
edge
To Ot
her
sIn Tur
n.Consequent
lyAl
lPar
ti
es Become Mor
e Responsi
veI
n The
Pr
ocess.

APIPl
atf
orms Come I
nto Pl
ay Her
eIn Or
derTo Achi
eve Mor
e Consi
stent
Omni
channel
Exper
iences,
Scal
abl
eSol
uti
onsAndI
mpr
ovedCust
omerI
nter
act
ion.

7.Responsi
venessI
nInnov
ati
onPl
anni
ng

Al
thoughI
tMaySeem ACont
radi
cti
on,
TheDi
git
alTr
ansf
ormat
ionPr
ocessMustBe
Cont
inuous,
I.E.Const
ant
lyEv
olv
ingToKeepUpWi
thAl
lTheI
nnov
ati
onsThatOccur
I
nBot
hTheFi
nanci
alSect
orAndOut
sideI
t.

OneOfTheAspect
sThatMustBeI
mpr
ovedI
sEf
fi
ciencyI
nRespondi
ngToNew
I
nnov
ati
ons,“
Lear
n,ActAndReact
”.TheI
nnov
ati
onLabor
ator
iesThatAr
eBei
ng

58
I
mpl
ement
edI
nManyBanksCannotBeFl
ashI
nThePanAndHav
eToI
mpactAl
l
Depar
tment
sInTheCompany
.

7.Responsi
venessI
nInnov
ati
onPl
anni
ng

Al
thoughI
tMaySeem ACont
radi
cti
on,
TheDi
git
alTr
ansf
ormat
ionPr
ocessMustBe
Cont
inuous,
I.E.Const
ant
lyEv
olv
ingToKeepUpWi
thAl
lTheI
nnov
ati
onsThatOccur
I
nBot
hTheFi
nanci
alSect
orAndOut
sideI
t.

OneOfTheAspect
sThatMustBeI
mpr
ovedI
sEf
fi
ciencyI
nRespondi
ngToNew
I
nnov
ati
ons,“
Lear
n,ActAndReact
”.TheI
nnov
ati
onLabor
ator
iesThatAr
eBei
ng
I
mpl
ement
edI
nManyBanksCannotBeFl
ashI
nThePanAndHav
eToI
mpactAl
l
Depar
tment
sInTheCompany
.

3.
16FACTORSAFFECTTHESCOPEOFDI
GITALBANKI
NGI
NINDI
A

Educat
ion:ALackOfKnowl
edgeAboutBanki
ngI
nIt
sel
fIsAHur
dle.
ManyPar
tOf
I
ndi
aSt
il
lSt
ruggl
eWi
thVer
yLowRat
e.TheLackOfKnowl
edgeAboutComput
erAnd
TheUseOfTheI
nter
netI
sAChal
l
enge.

Fear
:Ther
eAr
eANumberOfUnf
oundedFear
sIndi
vi
dual
sHav
eAboutTheUseOf
TheI
nter
net
.CasesOfFr
aud Ar
e Of
ten I
ncr
easesAnd Thi
sAddsTo The Fear
Fact
or,
Resul
ti
ngI
nANumberOfI
nfor
medCust
omer
sBei
ngNer
vousToUseDi
git
al
Banki
ng.

Tr
aini
ng:
Ther
e I
s Much Resi
stance Fr
om Wi
thi
n The Banki
ng I
ndust
ry
I
tsel
f.
Empl
oyeesAr
eNotTr
ainedI
nTheUseOfI
nnov
ati
veTechnol
ogy
.TheyAr
e
Unabl
eToUt
il
izeDi
ff
erentFeat
uresOfDi
git
alBanki
ng.

3.
17EMERGI
NGTRENDSI
NDI
GITALBANKI
NGSERVI
CESI
NINDI
A

1.El
ect
roni
cPay
mentSer
vices–ECheques

Now-
A-Day
sWeAr
eHear
ingAboutE-
Gov
ernance,
E-Mai
l
,E-
Commer
ce,
E-Tai
lEt
c.I
n
TheSameManner
,ANewTechnol
ogyI
sBei
ngDev
elopedI
nUSForI
ntr
oduct
ionOfE
-
Cheque,Whi
chWi
l
lEv
ent
ual
l
yRepl
aceTheConv
ent
ionalPaperCheque.I
ndi
a,As
har
bingert
othei
ntr
oduct
ionofe-
cheque,
thenegot
iabl
einst
rument
sacthasal
ready
beenamendedt
oincl
ude;
truncat
edchequeande-
chequei
nst
rument
s.

59
2.
realt
imegr
ossset
tl
ement(
rtgs)

Realt
imegr
ossset
tl
ementsy
stem,i
ntr
oducedi
nindi
asi
ncemar
ch2004,i
sa
sy
stem t
hroughwhi
chel
ect
roni
csi
nst
ruct
ionscanbegi
venbybankst
otr
ansf
er
f
undsf
rom t
hei
raccountt
otheaccountofanot
herbank.Ther
tgssy
stem i
s
mai
ntai
nedandoper
atedbyt
her
biandpr
ovi
desameansofef
fi
cientandf
ast
er
f
undst
ransf
eramongbanksf
aci
l
itat
ingt
hei
rfi
nanci
aloper
ati
ons.Ast
hename
suggest
s,f
undst
ransf
erbet
weenbankst
akespl
aceona‘
realt
ime'
basi
s.Ther
efor
e,
moneycanr
eacht
hebenef
ici
aryi
nst
ant
aneousl
yandt
hebenef
ici
ary
'sbankhast
he
r
esponsi
bil
i
tyt
ocr
edi
tthebenef
ici
ary
'saccountwi
thi
ntwohour
s.
3.El
ect
roni
cfundst
ransf
er(
eft
)

El
ect
roni
cfundst
ransf
er(
eft
)isasy
stem wher
ebyany
onewhowant
stomake
pay
mentt
oanot
herper
son/
companyet
c.Canappr
oachhi
sbankandmakecash
pay
mentorgi
vei
nst
ruct
ions/
aut
hor
izat
iont
otr
ansf
erf
undsdi
rect
lyf
rom hi
sown
accountt
othebankaccountoft
her
ecei
ver
/benef
ici
ary
.Compl
etedet
ail
ssuchas
t
her
ecei
ver
'sname,
bankaccountnumber
,accountt
ype(
sav
ingsorcur
rentaccount
),
bankname,ci
ty,br
anchnameet
c.Shoul
dbef
urni
shedt
othebankatt
het
imeof
r
equest
ingf
orsucht
ransf
erssot
hatt
heamountr
eachest
hebenef
ici
ari
es'
account
cor
rect
lyandf
ast
er.Rbi
ist
heser
vicepr
ovi
derofef
t.

4.
elect
roni
ccl
ear
ingser
vice(
ecs)

El
ect
roni
ccl
ear
ingser
vicei
sar
etai
lpay
mentsy
stem t
hatcanbeusedt
omakebul
k
pay
ment
s/r
ecei
ptsofasi
mil
arnat
ureespeci
all
ywher
eeachi
ndi
vi
dualpay
menti
sof
ar
epet
it
ive nat
ure and ofr
elat
ivel
ysmal
l
eramount
.Thi
sfaci
l
ityi
s meantf
or
compani
es and gov
ernment depar
tment
sto make/
recei
vel
arge v
olumes of
pay
ment
srat
hert
hanf
orf
undst
ransf
ersbyi
ndi
vi
dual
s.

5.Aut
omat
ict
ell
ermachi
ne(
atm)

Aut
omat
ict
ell
ermachi
nei
sthemostpopul
ardev
isei
nindi
a,whi
chenabl
est
he
cust
omer
stowi
thdr
awt
hei
rmoney24hour
saday7day
saweek.I
tisadev
iset
hat
al
l
owscust
omerwhohasanat
m car
dtoper
for
mrout
inebanki
ngt
ransact
ions

60
wi
thouti
nter
act
ingwi
thahumant
ell
er.I
naddi
ti
ont
ocashwi
thdr
awal
,at
mscanbe
used f
orpay
mentofut
il
it
ybi
l
ls,f
unds t
ransf
erbet
ween account
s,deposi
tof
chequesandcashi
ntoaccount
s,bal
anceenqui
ryet
c.
6.
poi
ntofsal
eter
minal

Poi
ntofsal
eter
minali
s a comput
ert
ermi
nalt
hati
sli
nked onl
i
ne t
othe
comput
eri
zedcust
omeri
nfor
mat
ionf
il
esi
nabankandmagnet
ical
l
yencodedpl
ast
ic
t
ransact
ioncar
dthati
dent
if
iest
hecust
omert
othecomput
er.Dur
ingat
ransact
ion,
t
hecust
omer
'saccounti
sdebi
tedandt
her
etai
l
er'
saccounti
scr
edi
tedbyt
he
comput
erf
ort
heamountofpur
chase.

7.Tel
ebanki
ng

Tel
ebanki
ngf
aci
l
itat
est
hecust
omert
odo ent
ir
enon-
cashr
elat
edbanki
ngon
t
elephone.Undert
hisdev
iseaut
omat
icv
oicer
ecor
der
susedf
orsi
mpl
erquer
iesand
t
ransact
ions.Forcompl
i
cat
edquer
iesandt
ransact
ions,mannedphonet
ermi
nal
s
ar
eused.

8.
elect
roni
cdat
aint
erchange(
edi
)

El
ect
roni
cdat
aint
erchangei
stheel
ect
roni
cexchangeofbusi
nessdocument
sli
ke
pur
chaseor
der
,inv
oices,shi
ppi
ngnot
ices,r
ecei
vi
ngadv
iceset
c.I
nast
andar
d,
comput
erpr
ocessed,uni
ver
sal
l
yaccept
edf
ormatbet
weent
radi
ngpar
tner
s.Edican
al
sobeusedt
otr
ansmi
tfi
nanci
ali
nfor
mat
ionandpay
ment
sinel
ect
roni
cfor
m.

Ref
erences

1.
Aboel
maged,M.
G.And Gebba,T.
R.(
2013)
,“Mobi
l
e Banki
ng Adopt
ion:An
Exami
nat
ion Of Technol
ogy Accept
ance Model And Theor
y Of Pl
anned
Behav
ior
”,
Int
ernat
ional
Jour
nalOfBusi
nessResear
chAndDev
elopment(
IJBRD)
,Vol
.
2No.1,
Pp.35-
50.

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2.
Adl
er,R.
F.AndBenbunan-
Fich,R.(
2012)
,“Juggl
i
ngOnAHi
ghWi
re:Mul
ti
taski
ng
Ef
fect
sOn
Per
for
mance”
,I
nter
nat
ionalJour
nalOfHuman-
Comput
erSt
udi
es,Vol
.70No.2,Pp.
156-
168.

3.
Afshan,S.AndShar
if
,A.(
2016)
,“Accept
anceOfMobi
l
eBanki
ngFr
amewor
kIn
Paki
stan”
,Tel
emat
icsAndI
nfor
mat
ics,
Vol
.33No.2,
Pp.370-
387.

4.
Afshan,S.And Shar
if
,A.(
2016)
,“Resi
stanceTo AdoptMobi
l
e Banki
ng I
nA
Dev
elopi
ngCount
ry:Ev
idenceFr
om Modi
fi
edTAM Model
”,
Jour
nalOfFi
nanceAnd
Economi
csResear
ch,
Vol
.1No.1,
Pp.23-
38.

5.
Alaf
eef
,M.
,Si
ngh,
D.AndAhmad,
K.(
2011)
,“I
nfluenceOfDemogr
aphi
cFact
orsOn
TheAdopt
ionLev
elOfMobi
l
eBanki
ngAppl
i
cat
ionsI
nJor
dan”
,Resear
chJour
nalOf
Appl
i
edSci
ences,
Vol
.6No.6,
Pp.373-
377.

6.
Alal
wan,A.
A.,Dwi
vedi
,Y.
K.,Rana,N.
P.P.AndWi
l
li
ams,M.
D.(
2016)
,“Consumer
Adopt
ionOfMobi
l
eBanki
ngI
nJor
dan:Ex
ami
ningTheRol
eOfUsef
ulness,EaseOf
Use,
Per
cei
vedRi
skAnd
Sel
f-
Eff
icacy
”,Jour
nalOfEnt
erpr
iseI
nfor
mat
ionManagement
,Vol
.29No.1,
Pp.118-
139.

7.
Al-
Somal
i
,S.
A.,Ghol
ami
,R.And Cl
egg,B.(
2009)
,“An I
nvest
igat
ion I
nto The
Accept
anceOfOnl
i
neBanki
ngI
nSaudiAr
abi
a”,
Technov
ati
on,
Vol
.29No.2,
Pp.130-
141.

8.
Ami
n,H.
,Hami
d,M.
R.A.
,Tanaki
njal
,G.
H.AndLada,S.(
2006)
,“Under
graduat
e
At
ti
tudesAnd
Expect
ati
onsForMobi
l
eBanki
ng”
,Jour
nalOfI
nter
netBanki
ngAndCommer
ce,Vol
.
11No.3,
Pp.2006-
2012.

9.
Ami
n,H.
,Supi
nah,R.
,Ar
is,M.
M.AndBaba,R.(
2012)
,“Recept
ivenessOfMobi
l
e

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ngByMal
aysi
anLocalCust
omer
sInSabah:AnEmpi
ri
calI
nvest
igat
ion”
,Jour
nal
OfI
nter
netBanki
ngAnd
Commer
ce,
Vol
.17No.1,
Pp.1-
12.

10.
Agar
wal
,R.AndPr
asad,J.(
1999)Ar
eIndi
vi
dualDi
ff
erencesGer
maneToThe
Accept
anceOfNewI
nfor
mat
ionTechnol
ogi
es?Deci
sionSci
ence30(
2):
361–391.

11.
Al-
Ajam,A.S.
,&Nor
,K.M.(
2013)
.Int
ernetBanki
ng Adopt
ion:I
ntegr
ati
ng
Technol
ogyAccept
ance ModelAnd Tr
ust
.Eur
opean Jour
nalOfBusi
ness And
Management
,5(
3),
207-
215.

12.
Al-
Jabr
i,I
.M.
,&Sohai
l
,M.S.(
2012)
.Mobi
l
eBanki
ngAdopt
ion:Appl
i
cat
ionOf
Di
ff
usi
onOfI
nnov
ati
onTheor
y.

13.
Alr
awahdeh,B.
S.(
2010)
.A St
udyOfAudi
ti
ngPr
act
icesOfBanki
ngSect
orI
n
Jor
dan.Ph.
D.Thesi
s,Al
i
grahMusl
i
m Uni
ver
sit
y,I
ndi
a.

14.
Alsaj
j
an,B.AndDenni
s,C.(
2010)I
nter
netBanki
ngAccept
anceModel
:Cr
oss-
Mar
ketExami
nat
ion.Jour
nal
OfBusi
nessResear
ch63(
9–10)
:957–963.

.
15.
Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2015)
,“Under
standi
ngMobi
l
eBanki
ng:TheUni
fi
ed
Theor
y Of Accept
ance And Use Of Technol
ogy Combi
ned Wi
th Cul
tur
al
Moder
ator
s”,
Comput
ersI
nHumanBehav
ior
,Vol
.50,
Pp.418-
430.

16.
.Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2016)
,“AWei
ghtAndAMet
a-Anal
ysi
sOnMobi
l
e
Banki
ngAccept
anceResear
ch”
,Comput
ersI
nHumanBehav
ior
,Vol
.63,
Pp.480-
489.

17.
Bar
nes, S.
J. And Cor
bit
t, B. (
2003)
,“Mobi
l
e Banki
ng: Concept And
Pot
ent
ial
”,
Int
ernat
ional
Jour
nal
OfMobi
l
eCommuni
cat
ions,
Vol
.1No.3,
Pp.273-
288.

18.
Bauer
,R.(
1967)
.ConsumerBehav
iourAsRi
skTaki
ng.I
nD.Cox(
Ed.
),Ri
skTaki
ng
AndI
nfor
mat
ionHandl
i
ngI
nConsumerBehav
ior
.Cambr
idge,
MA:Har
var
dUni
ver
sit
y
Pr
ess.

63
19.
Ber
nhauer
, E. (
1958)
. Ei
ne I
nter
pret
ati
on Der Konj
unkt
urt
heor
ie Joseph
Schumpet
ers

20.
Best
avr
os,A.(
2000)
.Banki
ngI
ndust
ryWal
ks‘
Tight
rope’I
nPer
sonal
i
zat
ionOf
WebSer
vices.BankSy
stemsAndTechnol
ogy
,37(
1),
54–56.
CHAPTER I
V

ANALYSI
SANDI
NTERPRETATI
ON

Di
git
alBanki
ng Can Be Def
ined As “
Del
i
ver
y OfBank’
s Ser
vices To A
Cust
omerAtHi
s Of
fi
ce OrHome Usi
ng El
ect
roni
c Technol
ogy
.”Whi
l
e Fi
nanci
al
I
nst
it
uti
onsTookSt
epsToI
mpl
ementDi
git
alBanki
ng,
TheCust
omer
sWer
eHesi
tant
ToConductMonet
aryTr
ansact
ionOv
erTheWebBecauseOfSecur
it
yConcer
n.Wi
th
TheNumber
ofComput
ersI
ncr
easi
ngEv
eryYear
,TheEl
ect
roni
cDel
i
ver
yOfBanki
ng
Ser
vicesI
sBecomi
ng TheI
deal
WayForBanksToMeetThei
rCl
i
ent
s’Expect
atons1.
i

I
nThi
sChapt
erCust
omer
’sPr
efer
enceTowar
dsDi
git
alBanki
ngSer
vicesI
n
Coi
mbat
ore Ci
ty Wer
e Anal
ysed.Anal
ysi
s And I
nter
pret
ati
on OfDat
a Pl
aysA
Domi
nantRol
eInTheCompl
eti
onOfThePr
oject
.Dat
aCol
l
ect
edAr
eTabul
atedFor
EasyUnder
standi
ngAndGoodPr
esent
ati
on.I
nThi
sChapt
erADet
ail
edAnal
ysi
sOf
Dat
aRegar
dingAgeGr
oup,
Educat
ionalSt
atus,
Income,
Occupat
ion,
Awar
enessAnd
Pr
efer
enceTowar
dsVar
iousDi
git
alBanki
ngSer
vices,
FrequencyOfUsage,
Per
iodOf
Usage,Fact
orsI
nfl
uenci
ngThePr
efer
ence,Lev
elOfSat
isf
act
ionAnd Pr
obl
ems
FacedEt
c.,Ar
ePr
esent
edUsi
ngTabl
es,
Diagr
amsEt
c.,ToKnowI
mpor
tantFi
ndi
ngs
Rel
ated To The St
udy
.Dat
a Wer
e Col
l
ect
ed Usi
ng Quest
ionnai
re Fr
om 200
Respondent
s.

4.
1GENDER

GenderI
sARangeOfPhy
sical
,Ment
al,
AndBehav
ior
alChar
act
eri
sti
csDi
sti
ngui
shi
ng
Bet
weenMascul
i
nit
yAndFemi
nini
ty.I
tIsOneOfTheI
mpor
tantDet
ermi
nant
sWhi
ch
Deci
deAboutTheCapaci
tyOfThePeopl
eHav
ingRel
ati
onshi
pWi
thBanks.The
Gender
-Wi
seDi
str
ibut
ionOfTheSampl
eRespondent
sAr
eGi
venBel
owI
nTabl
e4.
1

Tabl
e4.
1

Gender
-Wi
seCl
assi
fi
cat
ion

64
 S.
No Gender No.
Of.
Respondent
s Per
cent
age

1 Mal
e 104 52

2 Femal
e 96 48

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Fi
gur
e4.
1

Fi
gur
e4.
1Indi
cat
esThatTheMal
eRespondent
sConst
it
ute52PerCentWhi
l
e
TheFemal
eRespondent
sConst
it
ute48PerCentOfTheSampl
ePopul
ati
on.So,
ItI
s
Obser
vedThatI
nMostOfTheI
ndi
anFami
l
ies,Mal
esAr
eTheHeadOfTheFami
l
y
Who Deal
sWi
thFi
nanci
alTr
ansact
ionsOfThei
rFami
l
iesAnd HenceTheyAr
e
ExposedToDi
git
alBanki
ngSer
vices

4.
2AGE.

AgeI
sOneOfTheDeci
siv
eFact
orsThatDeci
deTheNat
ureOfAnyVent
ure.Thus,
ItHel
psTo
Det
ermi
neWhi
chAgeGr
oupCust
omer
sAr
eHi
ghl
yAwar
eOfDi
git
alBanki
ngSer
vices.The
AgeComposi
ti
onOfTheRespondent
sAr
eGi
venI
nTabl
e4.
2

TABLE4.
2

65
AgeWi
seCl
assi
fi
cat
ion

S.
No Age No.
Of.
Respondent
s Per
cent
age

1 Bel
ow20Year
s 87 43.
5

2 21-
25Year
s 48 24

3 26-
30Year
s 30 15

4 Abov
e31Year
s 35 17.
5

Tot
al 200 100

Sour
ce:Pr
imar
yDat
a

Tabl
e4.
2Rev
eal
sThat43.
5Per
cent(
87)OfTheSampl
eRespondent
sAr
e
Bel
owTheAgeGr
oupOf20Year
sAndOnl
y24Per
cent(
48)Ar
eInTheAgeGr
oupOf
Abov
e21-
25Year
s.15Per
cent(
30)OfTheSampl
eRespondentAr
eInTheAgeGr
oup
Of26-
30Year
s.17.
5per
cent(
35)OfTheSampl
eRespondentAr
eTheAge31Year
s.I
t
I
sInf
err
edThatTheYoungst
ersAr
eMost
lyUsi
ngDi
git
alBanki
ngSer
vicesBecause
TheyHav
eMor
eKnowl
edgeAboutTechnol
ogi
cal
Dev
elopment
.

4.
3EDUCATI
ON

Educat
ionI
sUni
ver
sal
l
yRegar
dedAsAnI
nst
rumentForTheI
mpr
ovementAnd
Dev
elopmentOfHuman’
sKnowl
edge.Educat
ionMot
ivat
esPeopl
eToSav
e,Thi
nk
AndToTakePr
operDeci
sion.TheEducat
ionalQual
i
ficat
ionOfTheRespondent
sAr
e
Anal
ysedWi
thAVi
ew ToFi
ndWhet
herTheDi
git
alBanki
ngSer
vicesAr
eEasyTo
Ut
il
izeByTheEducat
edOrLessEducat
ed.TheEducat
ionalSt
atusOfTheSampl
e
Respondent
sAr
eGi
venBel
owI
nTheTabl
e4.
3

66
Tabl
e4.
3

Educat
ional
WiseCl
assi
fi
cat
ion

S.
No Educat
ionalQual
i
ficat
ion No.
Of.
Respondent
s Per
cent
age

1 I
ll
i
ter
ate 6 3

2 Hi
ghSchool 32 16

3 Gr
aduat
e 126 63

4 Post
-Gr
aduat
e 24 12

Pr
ofessi
onal
Studi
es 12 6

Tot
al 200 100

Sour
ce:Pr
imar
yDat
a

TheTabl
e4.
3Cl
ear
lyShowsThat3per
cent(
6)OfTheSampl
eRespondent
s
Ar
eIl
l
iter
ateAndOnl
y16Per
cent(
32)OfTheSampl
eRespondent
sHav
eCompl
eted
Hi
gh School
.63 Per
cent(
126)OfThe Sampl
e Respondent
sHav
e Gr
aduat
e.12
Per
cent(
24)OfTheSampl
eRespondent
sAr
ePost
-Gr
aduat
e.6Per
cent(
12)OfThe
Sampl
eRespondent
sAr
ePr
ofessi
onalSt
udi
es.
ItRev
eal
sThatTheDi
git
alBanki
ng
Ser
vicesAr
eMost
lyUsedByTheEducat
edRespondent
sWhoAr
eExposedTo
Adv
anced Technol
ogyAccor
ding To TheSi
gnsOfTheTi
mes.I
n TheCaseOf
Respondent
sWi
thPr
imar
yEducat
ionTheyFi
ndI
tDi
ff
icul
tInUsi
ngAndAdapt
ing
TheNewl
yInt
roducedTechnol
ogy
.

67
4.
4INCOME

“
Sel
lYourBr
ainToTheFul
lToEar
nAsMuchLar
geAsPossi
ble”I
sTheGol
den
Adv
ice OfEl
der
s.Thus Ear
ning Capaci
ty Var
ies Fr
om Per
son To Per
son.By
Anal
yzi
ngTheI
ncomeWeCanDeci
deTheSt
andar
dOfLi
vi
ngOfThePeopl
eWho
Ar
e Maki
ng Use OfDi
git
alBanki
ng Ser
vices.I
ncome May Be Per
manentOr
Tempor
ary
.TheFol
l
owi
ngFi
gur
e4.
4

Tabl
e4.
4

I
mcomeWi
seCl
assi
fi
cat
ion

S.
No I
ncome No.
Of.
Respondent
s Per
cent
age

1 LessThan5000p.
M 44 22

2 Rs.
5000-
10.
000p.
M 58 29

3 Rs.
15000-
50000p.
M 79 39.
5

4 Abov
eRs.
50000p.
M 19 9.
5

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Fi
gur
e4.
2

68
 TheAbov
eFi
gur
e4.
2Cl
ear
lyShowsThat22Per
cent(
44)OfTheRespondent
s
Ar
e Ear
ning I
ncome Bet
ween Less Than 5000p.
M.29 Per
cent (
44) Of The
Respondent
sAr
eEar
ningI
ncomeBet
ween5000p.
M And39.
5Per
cent(
79)OfThe
Respondent
sAr
eEar
ning I
ncome Rs.
15000-
50000p.
M.9.
5 Per
cent(
19)OfThe
Respondent
sAr
eEar
ningI
ncomeAbov
e50000p.
MItSi
gni
fi
esThatMaj
ori
tyOfThe
Respondent
sAr
eEar
ningGoodI
ncomeAndThei
rSt
andar
dOfLi
vi
ngI
sAl
soHi
ghTo
MakeUseOfDi
git
alBanki
ngSer
vices.

4.
5OCCUPATI
ON

TheSt
andar
dOfLi
vi
ngOfThePeopl
eDependsOnTheBasi
sOfOccupat
ion.
Thi
sAl
soDeci
desTheReachOfE-
Banki
ngSer
vices.Peopl
eChooseThei
rCar
eerOn
TheBasi
sOfThei
rKnowl
edge,Educat
ionalSki
l
lsEt
c.TheCl
assOfPeopl
eWho
Per
for
msAnyAct
ivi
tyOrOf
ferAnyBenef
itToAnot
herWhi
chI
sInt
angi
bleAndDoes
NotResul
tInTheTr
ansf
erOfOwner
shi
pOfAnyPhy
sicalObj
ectI
sSer
viceCl
ass
Peopl
e.SuchSer
viceCl
assesI
ncl
udesSer
vicesToTr
adeLi
keBanki
ng,I
nsur
ance;
Pr
ofessi
onalSer
vicesLi
keLawy
ers,Account
ant
s,Busi
nessConsul
tant
sAndAl
so
ConsumerSer
vicesSuch AsCl
eaner
s,Mechani
cs,Pl
umber
sEt
c.TheCl
assOf
Peopl
eWhoEst
abl
i
shesThei
rOwnFi
rm OrCompanyByThei
rOwnOrByBor
rowed
Capi
talI
sBusi
nessCl
assPeopl
e.ACl
assOfPeopl
eWhoOwnsOrManagesALar
ge
I
ndust
ri
alUni
tOrA CompanyOrA Fact
oryI
sCal
l
edI
ndust
ri
ali
sts.TheCl
assOf
Peopl
eWhoKeepAni
mal
sAndGr
owsFoodCr
opsAndWhoI
nvol
veI
nFar
mingI
s
Cal
l
edAsAgr
icul
tur
ali
sts.TheCl
assOfPeopl
eWhoI
sSt
udy
ingI
nSchool
,Uni
ver
sit
y
OrCol
l
egeI
nOr
derToI
mpr
oveThei
rKnowl
edgeAndNotToEar
nMoneyComes
5
UnderSt
udentCat
egor
y .TheHouseWi
vesWhoManageTheHomeI
nAPl
anned
Way Ar
e Cal
l
ed Homemaker
s.Hence,A St
udy Was Made Based On These
Empl
oymentPat
ter
nsAmongTheSampl
eRespondent
sAndI
tIsPr
esent
edI
nThe
Tabl
e4.
5

69
Tabl
e4.
5

Occupat
ion-
WiseCl
assi
fi
cat
ion

S.
No Occupat
ion No.
Of.
Respondent
s Per
cent
age

1 St
udent 92 46

2 Empl
oyee 56 28

3 Sel
f-
Empl
oyee 12 6

4 Busi
ness 26 13

5 Pr
ofessi
onal 14 7

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Tabl
e4.
3Indi
cat
esThat46Per
cent(
92)OfTheSampl
eRespondent
s
Bel
ong To St
udentCat
egor
y And Onl
y 28 Per
cent(
56)OfThe Sampl
e
Respondent
sAr
eEmpl
oyee.
Onl
y6Per
cent(
12)OfSampl
eRespondent
sAr
e
Sel
f-Empl
oyee.
13 Per
cent(
26)OfThe Sampl
e Respondent
s Bel
ong To
Busi
nessCat
egor
y.7Per
cent(
14)OfTheSampl
eRespondent
sBel
ongTo
Pr
ofessi
onal
.I
tCl
ear
sThatThePr
ofessi
onal
sFeelI
tIsEasyToAccessThe
Banki
ngSer
vicesThr
oughDi
git
alBanki
ngAsTheyAr
eMor
eFami
l
iarAbout
I
nfor
mat
ionTechnol
ogy
.

4.
6MARI
TALSTATUS

Ther
e Wer
e No St
ast
ist
ical
l
y Si
gni
fi
cant Di
ff
erences I
n Age,
Gender
,Psy
chot
ic
Feat
ures,
Cur
rentEmpl
oyment
,OrMar
it
alSt
atusBet
weenPat
ient
sWi
thMel
anchol
oli
c
AndNon-
Mel
anchol
i
cFeat
ures.Fi
gur
e4.
3

70
Fi
gur
e4.
3

Mar
it
alSt
atusWi
seCl
assi
fi
cat
ion

Fi
gur
e4.
3Indi
cat
esThat29.
5Per
cent(
59)OfTheSampl
eRespondent
sBel
ongTo
Mar
ri
ed.
70.
5Per
cent(
141)OfTheRespondent
sAr
eUn-
Mar
ri
ed.

4.
7AREAOFRESI
DENCE

AResi
dent
ial
AreaI
sALandUsedI
nWhi
chHousi
ngPr
edomi
nat
es,AsOpposedTo
I
ndust
ri
alAnd Commer
cial
Areas.Housi
ng MayVar
ySi
gni
fi
cant
lyBet
ween,And
Thr
ough,Resi
dent
ial
Areas.These I
ncl
ude Si
ngl
e-Fami
l
y Housi
ng,Mul
ti
-Fami
l
y
Resi
dent
ial
,OrMobi
l
eHomes.
Tabl
e4.
6

Tabl
e4.
6

Ar
eaOfResi
dence-
WiseCl
assi
fi
cat
ion

S.
No Ar
ea Of No.
Of.
Respondent
s Per
cent
age
Resi
dence

1 Rur
al 65 32.
5

71
2 Ur
ban 101 50.
5

3 Semi
- 34 17
Ur
ban

TOTAL
200 10

Sour
ce:Pr
imar
yDat
a

Fi
gur
e4.
4

Fi
gur
e4.
4Indi
cat
esThat32.
5Per
cent(
65)OfTheSampl
eRespondent
sBel
ongTo
Rur
alAr
ea.
50.
5Per
cent(
101)OfTheSampl
eRespondent
sAr
eInUr
banAr
ea.
17
Per
cent(
34)OfTheRespondent
sAr
eSemi
-Ur
banAr
ea.
InUr
banAr
eaMostOfThe
Cust
omerAr
eUsi
ngTheDi
git
alBanki
ng.

4.
8WHI
CHSECTORBANKDOYOUUSE

Publ
icBankOf
ferLow Pr
ocessi
ngFees,Fast
erReduct
ionI
nInt
erestRat
eWi
th
RBIREPO Rat
eReduct
ion,NoPr
e-Pay
mentChar
gesAndNoPr
e-Pay
mentPer
iod
Rest
ri
cti
on.Pr
ivat
eBank Hav
eFast
erPr
ocessi
ng,
GoodCust
omerCar
eButHi
gh
I
nter
estRat
esAndChar
ges.Tabl
e4.
7

Tabl
e4.
7

72
 Sect
or-
WiseCl
assi
fi
cat
ion

S.
No Sect
or No.
Of.
Respondent
s Per
cent
age

1 Publ
i
c 141 70.
5

2 Pr
ivat
e 59 29.
5

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Tabl
e4.
4ShowsTheRespondent
sOnTheBasi
sOfSect
or.The70.
5Per
cent
age141

Respondent
sAr
ePubl
i
cSect
or,
29.
5Per
cent
ages59Respondent
sAr
ePr
ivat
eSect
or.

4.
9DI
GITALBANKI
NGCHANNELTOCARRYOUTBANKI
NGTRANSACTI
ON

Aut
omat
edTel
l
erMachi
nes(
ATM)AndCashDi
spensi
ngMachi
nes(
CDM)Ar
eThe
Pr
efer
redChoi
cesOfMaj
ori
tyOfCust
omerForWi
thdr
awalAndRemi
tt
anceOfCash
Respect
ivel
y.
Onl
i
ne(
Int
ernetChannel
),
Mobi
l
e(SMS)Channel
,Cont
actCent
re/
IVR
Channel
.Tabl
e4.
8

Tabl
e4.
8

DoYouSeeDi
git
alBanki
ngChannelCl
assi
fi
cat
ion

S.
No Di
git
al Banki
ng No.
Of.
Respondent
s Per
cent
age
Channel

1 Yes 169 84.

5

2 No 31 15.
5

200 100

Sour
ce:Pr
imar
yDat
a

Fi
gur
e4.
5

73
Tabl
e4.
5ShowsTheRespondent
sOnTheBasi
sOfBanki
ngChannel
.The84.
5
Per
cent
ageAnd169Respondent
sAr
eYes,15.
5per
cent
agesAnd31Respondent
s
Ar
eNo.
MostOfTheCust
omerAr
eUsi
ngDi
git
alBanki
ngChannelToCar
ryOutThe
Tr
ansact
ion.

4.
10DURATI
ONOFAVAI
LINGDI
GITALBANKI
NG

Dur
ati
onMeansThePer
iodOfTi
meDur
ingWhi
chSomet
hingExi
sts.Peopl
e
UsePar
ti
cul
arPr
oductOrSer
viceForLongTi
meI
fTheyAr
eSat
isf
ied.I
nThi
s
St
udyDur
ati
onOfUsi
ngDi
git
alBanki
ngSer
vicesI
sGaugedAndPr
esent
ed

Tabl
e4.
9

DURATI
ONOFAVAI
LINGDI
GITALBANKI
NG

S.
No Use Di
git
al No.
Of.
Respondent
s Per
cent
age
Banki
ng

1 Less Than 6 60 30
Mont
h

74
2 6To12Mont
h 47 23.
5

3 13To24Mont
hs 44 22

4 Abov
e24Mont
hs 49 24.
5

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Fi
gur
e4.
6

Tabl
e4.
6Indi
cat
esThat30per
cent(
60)OfTheSampl
eRespondent
sBel
ongToLess
Than6Mont
hAnd23.
5Per
cent(
47)OfTheSampl
eRespondent
sAr
e6To12Mont
h
.
Onl
y22per
cent(
44)OfSampl
eRespondent
sAr
e13To24Mont
h.24.
5Per
cent(
49)
OfTheSampl
eRespondent
sAbov h.
e24Mont

4.
11AWAREOFDI
GITALBANKI
NGSERVI
CES

Awar
e OfDi
git
alBanki
ng.Di
git
alBanki
ng Al
l
ows Cust
omerOfA Fi
nanci
al
I
nst
it
uti
onToConductFi
nici
alTr
ansact
ionsOnASecur
eOper
atedByTheI
nst
it
uti
on
,
Whi
chCanBeARet
ailOrVi
rt
ualBank,Cr
edi
tUni
onOrBui
l
dingSoci
ety
.ItMay

75
I
ncl
udeOfAnyTr
ansact
ionsRel
atedToOnl
i
neUsage.
Tabl
e4.
10

Tabl
e4.
10

Awar
eOfDi
git
alBanki
ng-
WiseCl
assi
fi
cat
ion

S.
No Awar
e Of Di
git
al No.
Of.
Respondent
s Per
cent
age
Banki
ng

1 Yes 182 91

2 No 18 9

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Tabl
e4.
7ShowsTheRespondent
sOnTheBasi
sOfAwar
eOfDi
git
al
Banki
ng.The 91 Per
cent
age And 182 Respondent
s Ar
e Yes,9
Per
cent
agesAnd18Respondent
sAr
eNo.

4.
12SOURCEOFAWARENESS

Ev
eryI
ndi
vi
dualI
sInf
luencedByCer
tai
nModeByWhi
chTheyCameToKnow
AboutTheI
nfor
mat
ionRegar
dingThePr
oductOrSer
vices.Awar
enessAbout
Di
git
alBanki
ngSer
vicesCanBeCr
eat
edAf
terHear
ingFr
om Di
ff
erentSour
ces.
SuchSour
cesThr
oughWhi
chTheRespondent
sUt
il
izeTheDi
git
alBaki
ng
Ser
vicesAr
eMent
ionedI
nTheFi
gur
e4.
7

Fi
gur
e4.
7

Sour
ceOfAwar
eness

76
 Fi
gur
e4.
7Depi
ctsThat37.
5Per
cent(
75)OfTheSampl
eRespondent
sCome
ToKnowAboutDi
git
alBanki
ngFr
om Thei
rFr
iends/
Real
ati
vesAnd8.
5Per
cent(
17)
OfTheRespondent
sComeToKnowFr
om Thei
rNewspaper
.16Per
cent(
32)OfThe
Sampl
eRespondent
sComeToKnow AboutFr
om Thei
rAdv
ert
isement
.23Per
cent
(
46)OfThe Sampl
e Respondent
s Come To Know AboutFr
om Thei
rBank
Empl
oyees.
6Per
cent(
12)OfTheSampl
eRespondent
sComeToKnowAboutFr
om
Thei
rBusi
nessAssoci
ates.9Per
cent(
18)OfTheSampl
eRespondent
sComeTo
KnowFr
om Thei
rOt
her
s..
ItDepi
ctsThatThePeerGr
oupMot
ivat
ionI
sVer
yEf
fect
ive,
AsTheyShar
eThei
rTr
ueExper
ienceI
nUsi
ngDi
git
alBanki
ngSer
vices.

4.
13BANKPREFERENCE

Pr
efer
enceMeansFav
ori
ngOneThi
ngOv
erAnot
her
.Cust
omer
sPr
eferA
Par
ti
cul
arBankBecauseOfVar
iousReasons.I
tMayBeDueToConv
eni
ent
,
Pr
omptSer
vice,Saf
etyEt
c.ShowsTheCust
omerPr
efer
enceTowar
dsA
Var
iousBanksI
nCoi
mbat
ore.
Tabl
e4.
11

Tabl
e4.
11

BankPr
efer
ence

S.
No Bank No.OfRespondent
s Per
cent
age

77
 1 SBI 75 37.
5

2 I
ndi
anOv
erseasBank 41 20.
5

3 BANKOFI
NDI
A 16 8

4 BANKOFBARODA 8 4

5 TMB 9 4.
5

6 HDFC 26 13

7 I
CICI 15 7.
5

8 FEDERAL 10 5

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Tabl
e4.
8ShowsTheRespondent
sOnTheBasi
sOfBankPr
efer
ence.
37.
5
Per
cent
ages And The 75 Respondent
s Ar
e Sbi
,20.
5per
cent
ages And The 41
Respondent
sAr
eIOB,8Per
cent
agesAndThe16Respondent
sAr
eBankOfBar
oda,
4.
5Per
cent
ages9Respondent
sAr
eTMB .
13Per
cent
ages26Respondent
sAr
e
HDFC.7.
5Per
cent
ages15Respondent
sAr
eICI
CI.5Per
cent
ages10Respondent
s
Ar
eBel
ongToFeder
alBank.

4.
14DURATI
ONOFAVAI
LINGE-
BANKI
NGSERVI
CES

78
 Dur
ati
onMeansThePer
iodOfTi
meDur
ingWhi
chSomet
hingExi
sts.
Peopl
eUsePar
ti
cul
arPr
oductOrSer
viceForLongTi
meI
fTheyAr
eSat
isf
ied.
I
nThi
sSt
udyDur
ati
on OfUsi
ng Di
git
alBanki
ng Ser
vicesI
sGauged And
Pr
esent
edI
nTheFi
gur
e4.
8

Fi
gur
e4.
8

Dur
ati
onOfUsage

Fi
gur
e4.
8ItI
sObser
vedThatPer
cent(
34)AndThe68Respondent
sAr
e
Av
ail
i
ngDi
git
alBanki
ngSer
vicesLessThan1Year
sAnd PerCent(
39.
5)And
TheRespondent
sAr
eUsi
ngDi
git
alBanki
ngSer
vices1-
2Year
.Per
cent(
26.
5)
AndThe53Respondent
sAr
eAv
ail
i
ngDi
git
alBanki
ngSer
vicesMor
eThan2
Year
sItSi
gni
fi
esThatTheRespondent
sAr
eHav
ingMor
eAwar
enessAnd
Techni
calKnowl
edgeAboutUsi
ngOfDi
git
alBanki
ngSer
vicesForLonger
Per
iod.Thus,I
tAl
soI
ndi
cat
esTheyHav
eMor
eSat
isf
act
ionTowar
dsDi
git
al
Banki
ngSer
vicesPr
ovi
dedByThei
rBanks.

4.
15PREFERENCE

Pr
efer
enceI
sTheDesi
resByEv
eryI
ndi
vi
dualForTheConsumpt
ionOfGoods
AndSer
vicesThatTr
ansl
ateI
ntoChoi
ce.I
tIsBasedOnI
ncomeOrWeal
thFor
Pur
chasesOfGoodsAndSer
vicesToBeCombi
nedWi
thTheCust
omer
’sTi
meTo

79
Def
ineConsumpt
ionAct
ivi
ti
es.Ev
enThoughAl
lTheDi
git
alBanki
ngSer
vicesReduce
TheWor
kOfTheCust
omer
s,TheCust
omerMayNotPr
eferAl
lOfThem ToTr
ansact
Thei
rBusi
nessWi
thTheBank.EachCust
omerHasThei
rOwnPr
efer
enceForA
Par
ti
cul
arSer
viceBasedOnThei
rLev
elOfComf
ort
abi
l
ityAndSat
isf
act
ion

Tabl
e4.
12

Pr
efer
enceAndRanki
ngOfE-
Resour
cesAccessedByTheFacul
ty

S.
NO Fact
or 1st 2nd 3r
d 4t
h 5t
h Tot
al

1 El
ect
roni
c 32 33 65 30 40 200
FundTr
ansf
er

2 ATM 65 40 21 44 30 200

3 Mobi
l
e 52 44 33 35 36 200
Banki
ng

4 For EX 26 40 33 45 56 200
Banki
ng
Ser
vices

5 FundTr
ansf
er 22 37 41 76 24 200

Tabl
e4.
13:Per
centPosi
ti
onAndGar
retVal
ue

S.
NO For
mul
ae Cal
cul
ated Gar
retVal
ue
Val
ue

1 100(
1–0.
5)/5 10 75

2 100(
2–0.
5)/5 30 60

3 100(
3–0.
5)/5 50 50

80
4 100(
4–0.
5)/5 70 39

5 100(
5–0.
5)/5 90 24

Tabl
e4.
14:Cal
cul
ati
onOfGar
retVal
ueAndRanki
ng

RankGi
venByTheRespondent
s

S.
NO Awar
eness 1 2 3 4 5 Tot
al Per
cent
ag Rank
Fact
or e

1 El
ect
roni
c 2400 1980 3250 1170 960 9760 48.
8 3r
d

Fund
Tr
ansf
er

2 ATM 4875 2400 1050 1716 720 10761 53.

81 1st

3 Mobi
l
e 3900 2640 1650 1365 864 10419 52.
09 2nd

Banki
ng

4 For EX 1950 2400 1650 1755 1344 9099 45.

5 4t
h

Banki
ng
Ser
vices

5 Fund 1650 2220 2050 1824 576 41.

6 5t
h
8320
Tr
ansf
er

Sour
ce:
Pri
mar
yDat
a

TheTabl
e4.
12Rev
eal
sTheCust
omer
’sPr
efer
enceTowar
dsDi
git
alBanki
ng.
I
nThi
sRegar
d,ATMHasBeenRankedFi
rstByTheRespondent
sWi
thThe
Per
cent 81,Mobi
age Of53. l
e Banki
ngHas Been Ranked Second Wi
thA
Per
cent
ageOf52. El
09. ect
roni
cFundTr
ansf
erHasBeenRankedThi
rdWi
th

81
APer
cent
ageOf48.
8.ForEXBanki
ngSer
vicesHasBeenRankedFour
thWi
th
A Per
cent 5And FundTr
ageOf45. ansf
erHasBeenRankedFi
ft
hWi
thA
Per
cent
ageOf41.
6.I
tSi
gni
fi
esThatTheRespondent
sFeelComf
ort
abl
eAnd
Saf
eToAwar
enessFact
or.

4.
16PURPOSEOFUSAGE

Cust
omer
sUseDi
git
alBanki
ngSer
vicesForVar
iousPur
poses.The
Pur
poseOfUsageDi
ff
ersFr
om Cust
omerToCust
omerAccor
dingToThei
r
NeedsAnd Pr
efer
ences.TheFol
l
owi
ng Tabl
eShowsTheRankGi
ven By
Sampl
eRespondent
sOnVar
iousPur
poses.

Tabl
e4.
15:Pr
efer
enceAndRanki
ngOfE-
Resour
cesAccessedByTheFacul
ty

S.
NO Fact
or 1 2 3 4 5 6 7 8 9 10 Tot
al

1 Bal
anceEnqui
ry 53 25 14 27 21 15 9 12 11 13 200

2 Gener
ati
ng 22 27 24 30 24 18 19 13 13 10 200
Account
s
St
atement

3 Pay
ingUt
il
it
yBi
l
l 12 27 30 30 23 20 23 11 12 12 200

4 Mobi
l
e/DTH/
Other 21 22 27 30 23 15 18 18 14 12 200
Rechar
ge

5 Funds Tr
ansf
er 30 26 29 20 32 6 10 20 11 16 200
/
RTGS/
NEFT/
To
Ot
herAccount
s

6 Cash Wi
thdr
awal 21 26 14 24 29 19 13 18 19 17 200
Thr
oughATM

7 Cash 15 24 30 23 22 16 15 16 20 19 200
Deposi
ts(
Thr
ough
ATM)

8 Onl
i
neShoppi
ng 16 18 22 21 26 20 21 18 18 20 200

9 Onl
i
ne Tax/
Fee 21 18 23 19 21 28 20 17 14 20 200
Pay
ment
s

82
 10 Pay
ment
s 21 18 26 24 21 16 19 15 19 21 200
Thr
ough
ATM/
POS

Tabl
e4.
16:Per
centPosi
ti
onAndGar
retVal
ue

S.
NO For
mul
a Cal
cul
ated Gar
ret
Val
ue Val
ue

1 100(
1-0.
5)/
10 5 81

2 100(
2-0.
5)/
10 15 70

3 100(
3-0.
5)/
10 25 63

4 100(
4-0.
5)/
10 35 58

5 100(
5-0.
5)/
10 45 52

6 100(
6-0.
5)/
10 55 48

7 100(
7-0.
5)/
10 65 42

8 100(
8-0.
5)/
10 75 37

9 100(
9-0.
5)/
10 85 29

10 100(
10-
0.5)
/10 95 18

Tabl
e4.
17:Cal
cul
ati
onOfGar
retVal
ueAndRanki
ng

RankGi
venByTheRespondent
s

S.
NO Awar
enessFact
or 1 2 3 4 5 6 7 8 9 10 Tot
al % Ran
k

1 Bal
anceEnqui
ry 4293 175 882 1566 109 720 37 44 31 23 11678 58.
39 1st
0 2 8 4 9 4

2 Gener
ati
ng 1782 189 151 1740 124 864 79 48 37 18 10872 54.
36 3r
d
Account
s 0 2 8 8 1 7 0

83
 St
atement

3 Pay
ingUt
il
it
yBi
l
l 972 189 189 1740 119 960 96 40 34 21 10585 52.
92 5t
h
0 0 6 6 7 8 6

4 Mobi
l
e/DTH/
Othe 1701 154 170 1740 119 720 75 66 40 21 10642 53.
21 4t
h
rRechar
ge 0 1 6 6 6 6 6

5 Funds Tr
ansf
er 2430 182 182 1160 166 288 42 74 31 28 10956 54.
78 2r
d
/
RTGS/
NEFT/
To 0 7 4 0 0 9 8
Ot
herAccount
s

6 Cash Wi
thdr
awal 1701 182 882 1392 150 912 54 66 55 30 10284 51.
42 6t
h
Thr
oughATM 0 8 6 6 1 6

7 Cash 1215 168 189 1334 114 720 63 59 58 34 10127 50.

63 9t
h
Deposi
ts(
Thr
oug 0 0 4 0 2 0 2
hATM)

8 Onl
i
neShoppi
ng 1296 126 138 1218 135 960 88 66 52 36 9902 49.
51 10t
h
0 6 2 2 6 2 0

9 Onl
i
ne Tax/
Fee 1701 126 144 1102 109 134 84 62 40 36 10183 50.
91 7t
h
Pay
ment
s 0 9 2 4 0 9 6 0

10 Pay
ment
s 1701 126 163 1392 109 768 79 55 55 37 10133 50.
66 8t
h
Thr
ough 0 8 2 8 5 1 8
ATM/
POS

Sour
ce:
Pri
mar
yDat
a

TheTabl
e4.
15Rev
eal
sTheCust
omer
’sPr
efer
enceTowar
dsDi
git
alBanki
ng.
I
nThi
sRegar
d,Bal
anceEnqui
ryHasBeenRankedFi
rstByTheRespondent
sWi
thThe
Per
cent
ageOf53.
39,FundsTr
ansf
er/
RTGS/
NEFT/
ToOt
herAccount
s HasBeen
RankedSecondWi
thAPer
cent
ageOf54.
78.
Gener
ati
ngAccount
sSt
atementHas
BeenRankedThi
rdWi
thAPer
cent
ageOf54.
36.
Mobi
l
e/DTH/
OtherRechar
geHas
BeenRankedFour
thWi
thAPer
cent
ageOf53.
21.Pay
ingUt
il
it
yBi
l
lHasBeenRanked
Fi
ft
hWi
thAPer
cent
ageOf52.
92.
CashWi
thdr
awalThr
oughATMHasBeenRanked
Si
xthWi
thA Per
cent
ageOf51.
42.Onl
i
neTax/
FeePay
ment
sHasBeenRanked
Sev
ent
hWi
thAPer
cent
ageOf50.
91.
Pay
ment
sThr
oughATM/
POSHasBeenRanked
Ei
ght
hWi
thAPer
cent
ageOf50.
66.CashDeposi
ts(
Thr
oughATM)HasBeenRanked

84
Ni
nth Wi
thAPer
cent
ageOf50.
63.Onl
i
neShoppi
ngHasBeenRankedTent
h Wi
thA
Per
cent
ageOf49.
51.
Signi
fi
esThatTheRespondent
sFeelComf
ort
abl
eAndSaf
eTo
Awar
enessFact
or.

4.
17FREQUENTLYOFDI
GITALBANKI
NG

I
tRef
ersToDegr
eeAnExper
ienceI
sRepet
it
iveOv
erTi
meFr
equencyOfUse
I
n Thi
sSt
udyRef
ersTo How Of
ten An I
ndi
vi
dualWoul
d Vi
sitAn Onl
i
ne
Websi
de,
WeDef
ineFr
equencyI
nTer
msOfQuant
it
y.Tabl
e4.
18

Tabl
e4.
18

FREQUENTLYOFDI
GITALBANKI
NG

S.
No Fr
equent
ly Of No.
Of.
Respondent
s Per
cent
age
Di
git
alBanki
ng

1 Dai
l
y 29.
5 59

2 Rar
ely 27.
5 55

3 Occasi
onal
l
y 17 34

4 Mont
hly 26 52

TOTAL 200 100

Sour
ce:Pr
imar
yDat
a

Fi
gur
e4.
9

85
Tabl
e4.
9Indi
cat
esThat29.
5Per
cent(
59)OfTheSampl
eRespondent
sAr
eDai
l
y
Usi
ng And 27.
5 Per
cent(
55)OfThe Sampl
e Respondent
s Ar
e Rar
ely
..
Onl
y17
Per
cent(
34)OfSampl
eRespondent
sAr
eOccasi
onal
l
y.26Per
cent(
52)OfThe
Sampl
eRespondent
sAr
eMont
hly
.

4.
18PROBLEMS

I
n The Compet
it
ive Wor
ld Ev
ery
thi
ng I
s Compl
i
cat
ed And Ri
sky
Par
ti
cul
arl
yMaki
ngAnyTr
ansact
ionThr
oughI
nter
net
.Ev
enThoughDi
git
al
Banki
ngOf
fer
sAHi
gherLev
elOfConv
eni
enceForManagi
ngOne'
sFi
nances
Ev
en Fr
om Thei
rBedr
oom;I
tCont
inues To Pr
esentChal
l
enges To The
Fi
nanci
alSecur
it
yAndPer
sonalPr
ivacy
.Gar
ret
t’
sRanki
ngTechni
queI
sUsed
To Rank The Pr
obl
ems Faced ByThe Respondent
s Whi
l
e Usi
ng Di
git
al
Banki
ngSer
vicesAndI
tIsPr
esent
edI
nTheTabl
e4.
19.

Tabl
e4.
19:Pr
efer
enceAndRanki
ngOfE-
Resour
cesAccessedByTheFacul
ty

S.
NO FACTOR 1 2 3 4 5 6 7 TOTAL

1 I
nnov
ati
ve 44 25 31 22 27 21 30 200
Technol
ogy

2 Av
ail
abi
l
ity Of 24 30 46 33 34 14 19 200
24/
7 Banki
ng
Ser
vices

3 Technol
ogy 34 48 28 25 24 20 21 200
Upgr
adat
ion

86
4 Av
oid St
andi
ng 28 37 31 35 26 30 23 200
I
nQueues

5 Cashl
ess 22 18 22 39 40 41 18 200
Tr
ansact
ion

6 Saf
ety And 33 21 27 29 23 21 46 200
Secur
e

7 Cash 29 32 28 24 37 29 21 200
Back/
Promo
Cor
alOf
fer
s

Tabl
e4.
20:Per
centPosi
ti
onAndGar
retVal
ue

S.
NO For
mul
a Cal
cul
atedVal
ue Gar
retVal
ue

1 100(
1-0.
5)/
7 7.
1 78

2 100(
2-0.
5)/
7 21.
4 66

3 100(
3-0.
5)/
7 35.
7 57

4 100(
4-0.
5)/
7 50 50

5 100(
5-0.
5)/
7 64.
2 43

6 100(
6-0.
5)/
7 78.
5 34

7 100(
7-0.
5)/
7 92.
8 21

Tabl
e4.
21:Cal
cul
ati
onOfGar
retVal
ueAndRanki
ng

87
RankGi
venByTheRespondent
s

S.
NO Awar
eness 1 2 3 4 5 6 7 Tot
al % Rank

1 I
nnov
ati
ve 3432 1650 1767 1100 1161 714 630 10454 52.
27 3r
d
Technol
ogy

2 Av
ail
abi
l
ity 1872 1980 2622 1650 1462 476 399 10461 52.
31 2nd
Of 24/
7
Banki
ng
Ser
vices

3 Technol
ogy 2652 3168 1596 1250 1032 680 1197 11575 57.
88 1st
Upgr
adat
ion

4 Av
oid 2184 2442 1767 1750 1118 680 483 10424 52.
12 4t
h
St
andi
ng I
n
Queues

5 Cashl
ess 1716 1188 1254 1950 1720 1394 378 9600 48.
0 6t
h
Tr
ansact
ion

6 Saf
ety And 2574 1386 1539 1450 989 714 966 9618 48.
09 7t
h
Secur
e

7 Cash 2262 2112 1596 1200 1591 989 441 10188 50.
94 5t
h
Back/
Promo
Cor
alOf
fer
s

Sour
ce:
Pri
mar
yDat
a

TheTabl
e4.
21Rev
eal
sTheCust
omer
’sPr
obl
emsTowar
dsDi
git
alBanki
ng.I
nThi
s
Regar
d,Technol
ogyUpgr
adat
ionHasBeenRankedFi
rstByTheRespondent
sWi
th
ThePer
cent
ageOf57.
88,Av
ail
abi
l
ityOf24/
7Banki
ngSer
vicesHasBeenRanked
SecondWi
thAPer
cent
ageOf52.
31.
Innov
ati
veTechnol
ogy
HasBeenRankedThi
rd
Wi
thAPer
cent
ageOf52.
27.
Avoi
dSt
andi
ngI
nQueuesHasBeenRankedFour
thWi
th
APer
cent
ageOf52.
12.CashBack/
PromoCor
alOf
fer
sHasBeenRankedFi
ft
hWi
th
A Per
cent
age Of50.
942.
Cashl
ess Tr
ansact
ion Has Been Ranked Si
xth Wi
thA
Per
cent
ageOf48.Saf
etyAndSecur
eHasBeenRankedSev
ent
hWi
thAPer
cent
age
09He
Of48. nce,
IfAnyDoubtAr
isesWhi
l
ePer
for
mingBanki
ngTr
ansact
ionThe

88
 Respondent
sFi
ndDi
ff
icul
tyToCl
ari
fyThei
rDoubt
s.

4.
19CUSTOMERSATI
SFACTI
ON

Sat
isf
act
ion Ref
ers To The Cust
omer
’s Emot
ionalEv
aluat
ion Of Thei
r
Exper
iencesWi
thTheConsumpt
ionOrOwner
shi
pOfSpeci
fi
cGoodsAndSer
vices.
Cust
omerSat
isf
act
ionI
nSer
viceI
ndust
ri
esI
sRel
atedToTheSer
vicePer
cept
ions
AndExpect
ati
ons.Cust
omerSat
isf
act
ionWi
l
lVar
yFr
om Per
sonToPer
sonAnd
Pr
oductToPr
oduct
.TheTabl
eBel
owPr
esent
sTheSat
isf
act
ionOfTheRespondent
s
Wi
thRegar
dToVar
iousDi
git
alBaki
ngSer
vices.Li
ker
ts5Poi
ntScal
i
ngTechni
queI
s
UsedToFi
ndOutTheLev
elOfSat
isf
act
ionOfTheSampl
eRespondent
s.

Tabl
e4.
22

Lev
elOfSat
isf
act
ion

S.
No Ser
vices Hi
ghl
y Sat
isf
ied Moder
ate Di
s Hi
ghl
y Tot
al Rank
Sat
isf
ied Sat
isf
ied Di
s
Sat
isf
ied

1 Di
ff
icul
ti
es I
n 96 59 26 12 7 200 I
I
mpl
ement
ati
on
(
480) (
236) (
78) (
24) (
7) (
825)
Of Gl
obal
Technol
ogy

2 Neccessi
ty Of 39 98 39 19 5 200 I
I
I
nter
net
(
195) (
392) (
117) (
38) (
5) (
747)
Ser
vices

3 I
ssues Of 36 63 66 26 9 200 V
Secur
it
y
(
180) (
252) (
198) (
52) (
9) (
691)

4 Cust
omerCar
e 36 71 46 33 14 200 V1
Ser
vices
(
180) (
284) (
138) (
66) (
14) (
682)

89
5 Secur
it
y 42 64 56 21 17 200 I
V
Pr
ecaut
ions
(
210) (
256) (
168) (
42) (
17) (
693)

6Techni
cal 56 47 62 18 17 200
6 Di
ff
icul
ti
es
(
280) (
188) (
186) (
36) (
17) (
707) I
II

Sour
ce:
Pri
mar
yDat
a

TheTabl
e4.
22ShowsTheLev
elOfSat
isf
act
ionOfTheSampl
eRespondent
s.
I
tIsEv
identThat
,TheFi
rstRankI
sGi
venToDi
ff
icul
ti
esI
nImpl
ement
ati
onOf
Gl ogyBe
obalTechnol causeI
tScor
ed825Poi
nts,
TheSecondRankI
sGi
venTo
Neccessi
tyOfI
nter
netSer
vicesScor
ed747AndThi
rdRankI
sGi
venToI
ssues
Of
Techni
calDi
ff
icul
tes707 Poi
i nts Respect
ivel
y.Four
th Rank I
s Gi
ven To
Secur
it
yPr
ecaut
ions693Poi
nt Fi
s. f
thRankI
sGi
venToI
ssuesOfSecur
iyWhi
t ch
Scor
ed691Poi
nts.Fi
nal
l
ySi
xthRankI
sGi
venTo Cust
omerCar
eSer
vices
Scor Hence,I
ed682. tIsAnal
ysedThatTheCust
omerSat
isf
act
ionPr
ovi
dedBy
TheDi
git
alBanki
ngSer
vices.

CHAPTER-V

90
 FI
NDI
NGS,
SUGGESTI
ONSANDCONCLUSI
ON

I
n Thi
s Chapt
erThe Resear
cherHas Summar
ized The Fi
ndi
ngs,
Suggest
ionsAndPr
esent
edTheConcl
usi
on.

5.
1Fi
ndi
ngs

Cust
omer
’sPr
efer
enceTowar
dsDi
git
alBanki
ngWasSt
udi
edOnTheBasi
s
OfTheObj
ect
ivesSetFor
thI
nTheI
ntr
oduct
oryChapt
er.TheRespondent
s
Al
soShowedKeenI
nter
estI
nTheSt
udyAndAddedThei
rOpi
nionAboutThe
Di
git
alBanki
ngSer
vices.OnTheBasi
sOfTheAnal
ysi
s,TheFi
ndi
ngsWer
e
Made.

 Maj
ori
ty(
52%)OfRespondent
sAr
eMal
e.

 Maj
ori
ty(
43.
5)OfRespondent
sAr
eFul
lInTheAgeCat
egor
yOfI
s20
Year
s.Lease(
15%)OfTheRespondentFul
lInTheAgeCat
egor
yOf
I
s26-
30Year
s.

 Maj
ori
ty(
63%)OfTheRespondentAr
eGr
aduat
e.Lease(
3%)OfThe
RespondentAr
eIl
l
iter
ate.

 Maj
ori
ty(
39.
5%)OfThe RespondentAr
e Mont
hlyI
ncome Ful
l
Rs.
15000-
50000.
Lease (
9.5%)OfThe RespondentAr
e Mont
hly
I
ncomeFul
lAbov
eRs.
50000.

 Maj
ori
ty(
46%)OfTheRespondentWer
eSt
udent
.Lease(
6%)Ar
eSel
f
Empl
oyee.

 Maj
ori
ty(
70.
5)OfTheRespondentWer
eUnmar
ri
ed.

 Maj
ori
ty(
50.
5%)OfTheRespondentWer
eUr
banLease(
17%)Ar
e
Semi
Urban.

 Maj
ori
ty(
70.
5%)OfTheRespondentAr
ePubl
i
cSect
orBank.

 Maj
ori
ty(
84.
5%)OfTheRespondentAr
eYes.

91
  Maj
ori
ty(
30%)OfTheRespondentAr
e6Mont
h.Lease(
22%)OfThe
RespondentAr
e13-
24Mont
hs.

 Maj
ori
ty(
91%)OfTheRespondentAr
eYes.

 Maj
ori
ty(
37.
5)OfTheRespondentFr
iends/
Rel
ati
ves.
Lease(
6%)Of
TheRespondentAr
eBusi
nessAssoci
ates.

 Maj
ori
ty(
37.
5%)OfTheRespondentForSBIBank.
Lease(
4%)OfThe
RespondentAr
eIndi
anBank.

 Maj
ori
ty(
39.
5%)OfTheRespondentAr
e1-
2Year
s.Lease(
26.
5%)Of
TheRespondentAr
eMor
eThan2Year
s.

 Maj
ori
ty(
53.
81%)OfTheRespondent
sAr
eGi
veFi
rstRankToATM.

 Maj
ori
ty(
58.
39%)OfTheRespondent
sAr
eGi
veFi
rstRankTo Bal
ance

Enqui
ry.
 Maj
ori
ty(
29.
5)OfRespondentAr
e Usi
ng Dai
l
y.Lease (
17%)Of
RespondentAr
eOccasi
onal
l
y.

 Maj
ori
ty(
57.
88%)OfTheRespondent
sAr
eGi
veFi
rstRankToTechnol
ogy
Upgr
adat
ion.

 Maj
ori
ty OfThe Respondent
s Ar
e Gi
ve Fi
rstRank To Di
ff
icul
ti
es I
n
I
mpl
ement
ati
onOfGl
obal
Technol
ogy
.

5.
2Suggest
ions

I
nVi
ew OfTheFi
ndi
ngsOfThi
sSt
udyI
tIsConcl
udedThatEl
ect
roni
c
Di
git
alBanki
ngI
nCoi
mbat
oreI
sYetToCr
eat
eSi
gni
fi
cantI
mpactOnSer
vice
Del
i
ver
y.BasedOnTheFi
ndi
ngsTheFol
l
owi
ngSuggest
ionsWer
eGi
ven:

 The Bank Shoul

d Make Some Ef
for
ts To Fami
l
iar
ize The
Cust
omer
sToVar
iousSer
vicesThr
oughDemonst
rat
ions.

92
  TheBankShoul
dAdoptUpgr
aded Techni
quesToMakeThei
r
Cust
omerFeel
Mor
eSecur
eWhi
l
eAccessi
ngThei
rAccount
s.

 TheBanksShoul
dTakeSt
epsTo Cr
eat
eA Tr
ustI
nMi
ndOf
Cust
omer
sTowar
dsSecur
it
yOfThei
rAccount
s.

 Awar
eness Shoul
d Be Cr
eat
ed About The Av
ail
abi
l
ity Of
El
ect
roni
cBanki
ngPr
oduct
sAndSer
vicesAndThei
rBenef
it
s.

 TheBanksMayI
mpr
oveTheSat
isf
act
ionLev
elOfCust
omer
sBy
Dev
elopi
ngTheTechnol
ogyToPr
ovi
deQui
ckAndFastAccessTo
Thei
rFunct
ions.
 Fai
rDeal
i
ng Wi
th The Cust
omer
sIs Essent
ial
.The Bank St
aff
Shoul
d Be Co-
Oper
ati
ve,Fr
iendl
y And Must Be Capabl
e Of
Under
standi
ngThePr
obl
emsOfTheCust
omer
s.
 TheBankShoul
dMakesA Ef
for
tToPr
ovi
deA Pl
atf
orm Fr
om
wer
eTheCust
omerCanAccessDi
ff
erentAccount
sAtSi
ngl
eTi
me
Wi
thoutExt
raChar
ge.

 TheMechani
sm OrTheWayOfUsi
ngOnl
i
neBanki
ng,E-
Pay
ment
,
Di
git
alBanki
ngEt
c.,Shoul
dBeMadeEasy
,SoThatI
tCanBeUsed
Ev
enByTheLessEducat
edPeopl
e.
 Gov
ernmentShoul
dPr
ovi
deAdequat
eRegul
ator
yFr
amewor
kThat
Wi
l
lEnsur
e Cust
omerPr
otect
ion,And Secur
it
y OfTr
ansact
ion.
Hence,
BankCust
omer
s’Conf
idenceI
nEl
ect
roni
cBanki
ngWoul
dBe
Secur
ed.
 TheBanksShoul
dMakeThei
rSi
tesMor
eUser
sFr
iendl
y.SoThat
I
tMakesTheCust
omer
sMot
ivat
edToUseDi
git
alBanki
ngFaci
l
iti
es
Mor
e.
5.
3Concl
usi
on

El
ect
roni
cBanki
ngHasBecomeANecessar
ySur
viv
alWeaponAnd
I
sFundament
all
yChangi
ngTheBanki
ngI
ndust
ryWor
ldwi
de.The
I
nvasi
onOfBanki
ngByTechnol
ogyHasCr
eat
edAnI
nfor
mat
ionAge

93
 AndRender
edBanki
ngSer
vicesMor
eAppeal
i
ng.I
tIsEv
identFr
om
ThePr
esentSt
udyThatTheCust
omer
sPr
eferE-
Channel
sWi
thTi
me
1
AndCostUt
il
it
yWhi
chPr
ovi
deEf
fi
cientSer
vices.Al
though,Ther
e
Ar
eSomeDr
awbacksI
nDi
git
alBanki
ngLi
ke,Pay
tm,
Googl
epayOut
OfOr
der
,LackOfPer
sonalSer
vice,Secur
it
yConcer
nEt
c.,ButSt
il
l
TheDi
git
alBanki
ngI
sPr
efer
redAs TheCust
omerFeel
sThat
,ItI
s
Essent
ialI
nThi
sCompet
it
iveWor
ld.So,
TheBanksHav
eToUpgr
ade
AndConst
ant
lyThi
nkOfNewI
nnov
ati
veCust
omi
zedPackagesAnd
Ser
vicesToRemai
nCompet
it
ive.Pr
operTr
aini
ngShoul
dBeGi
ven
ToCust
omerByTheBankEmpl
oyeesToOpenAnAccountWi
l
lBe
Benef
ici
alSecondl
yTheWebsi
teShoul
dUserFr
iendl
y,SoThatThe
Cust
omer
sCanEasi
l
yAccessToThei
rAccount
s,Thi
sWi
l
lRet
ain
The Cust
omerTo Use Di
git
alBanki
ng Ser
vices.I
n Fut
ure,The
Av
ail
abi
l
ity OfTechnol
ogyTo Ensur
e Saf
etyAnd Pr
ivacy OfE-
Tr
ansact
ionsAndTheRBIGui
del
i
nesOnVar
iousAspect
sOfI
nter
net
Banki
ngWi
l
lDef
ini
tel
yHel
pInRapi
dGr
owt
hOfDi
git
alBanki
ngI
n
I
ndi
a.Al
so,The Di
git
al Banki
ng Ser
vices Shoul
d Be Pr
ovi
ded
Accor
dingToTheCust
omer
s’Expect
ati
onsAndNeedOfTheTi
me.
I
tWi
l
lHel
p To Enhance Ser
vice Qual
i
tyOfDi
git
alBanki
ng And
I
ncr
easeTheLev
elOfCust
omer
s’Sat
isf
act
ionI
nDi
git
alBanki
ng.

5.
4Ref
erences

1.
Aboel
maged,M.
G.And Gebba,T.
R.(
2013)
,“Mobi
l
e Banki
ng Adopt
ion:An
Exami
nat
ion Of Technol
ogy Accept
ance Model And Theor
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anned
Behav
ior
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ernat
ional
Jour
nalOfBusi
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2.
Adl
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F.AndBenbunan-
Fich,R.(
2012)
,“Juggl
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ghWi
re:Mul
ti
taski
ng
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fect
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udi
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,“Resi
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eef
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ngh,
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K.(
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nfluenceOfDemogr
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TheAdopt
ionLev
elOfMobi
l
eBanki
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li
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e Banki
ng I
nA
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ngCount
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om Modi
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ionLev
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eBanki
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li
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eBanki
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cei
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Jor
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i
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i
m Uni
ver
sit
y,I
ndi
a.

19.
Alsaj
j
an,B.AndDenni
s,C.(
2010)I
nter
netBanki
ngAccept
anceModel
:Cr
oss-
Mar
ketExami
nat
ion.Jour
nal
OfBusi
nessResear
ch63(
9–10)
:957–963.

20.
Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2015)
,“Under
standi
ngMobi
l
eBanki
ng:TheUni
fi
ed
Theor
y Of Accept
ance And Use Of Technol
ogy Combi
ned Wi
th Cul
tur
al
Moder
ator
s”,
Comput
ersI
nHumanBehav
ior
,Vol
.50,
Pp.418-
430.

21.
Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2016)
,“AWei
ghtAndAMet
a-Anal
ysi
sOnMobi
l
e
Banki
ngAccept
anceResear
ch”
,Comput
ersI
nHumanBehav
ior
,Vol
.63,
Pp.480-
489.

22.
Bar
nes, S.
J. And Cor
bit
t, B. (
2003)
,“Mobi
l
e Banki
ng: Concept And
Pot
ent
ial
”,
Int
ernat
ional
Jour
nal
OfMobi
l
eCommuni
cat
ions,
Vol
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Pp.273-
288.

23.
.Bauer
,R.(
1967)
.ConsumerBehav
iourAsRi
skTaki
ng.I
nD.Cox(
Ed.
),Ri
sk
Taki
ngAndI
nfor
mat
ionHandl
i
ngI
nConsumerBehav
ior
.Cambr
idge,MA:Har
var
d
Uni
ver
sit
yPr
ess.

24.
Ber
nhauer
, E. (
1958)
. Ei
ne I
nter
pret
ati
on Der Konj
unkt
urt
heor
ie Joseph
Schumpet
ers
32.
.Best
avr
os,A.(
2000)
.Banki
ngI
ndust
ryWal
ks‘
Tight
rope’I
nPer
sonal
i
zat
ionOf
WebSer
vices.BankSy
stemsAndTechnol
ogy
,37(
1),
54–56.

25.
Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2015)
,“Under
standi
ngMobi
l
eBanki
ng:TheUni
fi
ed
Theor
y Of Accept
ance And Use Of Technol
ogy Combi
ned Wi
th Cul
tur
al
Moder
ator
s”,
Comput
ersI
nHumanBehav
ior
,Vol
.50,
Pp.418-
430.

26.
Bapt
ist
a,G.AndOl
i
vei
ra,T.(
2016)
,“AWei
ghtAndAMet
a-Anal
ysi
sOnMobi
l
e
Banki
ngAccept
anceResear
ch”
,Comput
ersI
nHumanBehav
ior
,Vol
.63,
Pp.480-
489.

27.
Bar
nes, S.
J. And Cor
bit
t, B. (
2003)
,“Mobi
l
e Banki
ng: Concept And
Pot
ent
ial
”,
Int
ernat
ional
Jour
nal
OfMobi
l
eCommuni
cat
ions,
Vol
.1No.3,
Pp.273-
288.

97
28.
Bauer
,R.(
1967)
.ConsumerBehav
iourAsRi
skTaki
ng.I
nD.Cox(
Ed.
),Ri
skTaki
ng
AndI
nfor
mat
ionHandl
i
ngI
nConsumerBehav
ior
.Cambr
idge,
MA:Har
var
dUni
ver
sit
y
Pr
ess.

29.
Ber
nhauer
, E. (
1958)
. Ei
ne I
nter
pret
ati
on Der Konj
unkt
urt
heor
ie Joseph
Schumpet
ers.

30.
Best
avr
os,A.(
2000)
.Banki
ngI
ndust
ryWal
ks‘
Tight
rope’I
nPer
sonal
i
zat
ionOf
WebSer
vices.BankSy
stemsAndTechnol
ogy
,37(
1),
54–56.

31.
UppalR.
KandRi
mpiKaur
,“Cust
omerser
vicei
nbanks:Anempi
ri
calst
udy
”,The
I
cfai
anJour
nal
ofManagementResear
ch(
Apr
il2008)
,

32.
Uppal
.R.
KandRi
mpiKaur
,“Qual
i
tyofser
vicesi
ne-
banksandt
radi
ti
onalbanks:
An empi
ri
cal st
udy of
empl
oyee’
s per
cept
ion i
n I
ndi
a”,The I
cfai
an j
our
nal
of
ManagementResear
ch(
Febr
uar
y2007)
,
33.
Uppal
.R.
K,“
Indi
an Banki
ng Mov
ing t
owar
ds Bet
ter Tomor
row”
,Mahamay
a
Publ
i
shi
nghouse,
NewDel
hi(
2009)
.

Ht
34. t
p:/
/Www.
Cav
ehi
l
l.
Uwi
.Edu/
Bdof
fi
ce/
Document
s/At
ti
tudesandpr
efer
ence
si
nrel
ati
ont
oint
ernet
banki
ngi
nthecar
ibbean.
Pdf

Ht
35. t
p:/
/Www.
Imf
.Or
g/Ext
ernal
/Pubs/
Ft/
Pdp/
2002/
Pdp06.
Pdf

Ht
36. t
ps:
//Www.
Resear
chgat
e.Net
/Publ
i
cat
ion/
330383858_
A_RI
SE_
OF_
DIGI
TAL_
BA
NKI
NG_
IN_
INDI
A-_
A_CASE_
STUDY_
OF_
HDFC_
BANK

98
 Cust
omerSat
isf
act
ionTowar
dsDi
git
alBanki
ngSer
vice
Quest
ionnai
re

1.Gender

a)Mal
e () b)Femal
e ()

2.AgeGr
oup

a)Lesst
han20y
ear
s () b)21-
25y
ear
s ()

c)26-
30y
ear
s () d)Abov
e31y
ear
s ()

3.
Educat
ion

a)I
ll
i
ter
ate () b)Hi
ghSchool ()

C)Gr
aduat
e () d)Post–Gr
aduat
e() e)Pr
ofessi
onal
Studi
es
()

4.I
ncome

99
 a)
Lesst
han5000p.
m () b)
Rs.5000-
10,
000p.
m ()

c)
Rs.
15,
000-
50,
000p.
m () d)Abov
eRs.50,
000p.
m ()

5.Occupat
ion

a)St
udent() b)Empl
oyee () c)Sel
f–Empl
oyee ()

d)Busi
ness () e)Pr
ofessi
onal ()

6.Mar
it
alSt
atus

a)Mar
ri
ed () b)Unmar
ri
ed ()

7.Ar
eaofResi
dence

a)Rur
al () b)Ur
ban () e)Semi
Urban ()

8.Whi
chsect
orbankdoy
ouuse

a)Publ
i
cSect
orBank () b)Pr
ivat
eSect
orBank () c)Ot
her
s ()

9.Doy
ouusedi
git
albanki
ngchannel
tocar
ryoutbanki
ngt
ransact
ions

a)Yes () b)No ()

10.Howl
ongy
ouusedi
git
albanki
ngser
vices?

a)Lessthan6mont
h ()
b)6to12Months ()
c)13-24Months () d)Above24Months ()

11.Ar
eyouawar
eaboutDi
git
alBanki
ngser
vices

a)
Yes () b)No ()

12.Howdi
dyoucomet
oknowabout Di
git
albanki
ngser
vicesofbank?

a)Fr
iends/
Rel
ati
ves ()

b)NewsPaper ()

c)Adv
ert
isement ()

d)BankEmpl
oyees ()

e)Busi
nessAssoci
ates ()

f
)Ot
her
s ()

100
13.Whi
chbankdi
git
albanki
ngpl
atf
orm doy
ouuse?

Publ
i
c SBI I
OB Bankof I
ndi
an Bankof TMB
Sect
or I
ndi
a Bank Bar
oda
Bank

Pr
ivat
e HDFC - I
CICI - - Feder
al
Sect
or
Bank

14.Howl
ongdoy
oubankwi
thy
ourcur
rentbanker

a)Lesst
han1y
ear() b)1-
2year
s() c)Mor
ethan2y
ear
s
()

15.Awar
enesst
owar
dsDi
git
albanki
ngSer
vices

(
Basedony
ourpr
efer
encer
ankt
heser
vicesf
rom 1t
o5)

a.El
ect
roni
cFundTr
ansf
er(
EFT) ()

b.ATM ()

c.Mobi
l
eBanki
ng ()

d.ForEXbanki
ngser
vices ()

e.FundTr
ansf
er ()

16.Whatki
ndoft
ransact
ionsdoy
oupr
eferi
nDi
git
albanki
ngSer
vices

(
Basedony
ourpr
efer
encer
ankt
heser
vicesf
rom 1t
o5)

a)Bal
anceEnqui
ry ()

b)Gener
ati
ngAccount
sSt
atement ()

c)Pay
ingUt
il
it
yBi
l
l(El
ect
ri
cit
y/t
elephone/Gasbi
l
let
c) ()

101
 d)Mobi
l
e/DTH/
Otherr
echar
ge ()

e)Fundst
ransf
er/RTGS/NEFT/t
oot
heraccount
s ()

f
)Cashwi
thdr
awal
thr
oughATM ()

g)Cashdeposi
ts(Thr
oughATM) ()

h)Onl
i
neshoppi
ng ()

g)Onl
i
neTax/Feepay
ment
s ()

h)Pay
ment
sthr
oughATM/POS ()

17.Howf
requent
lydoy
ouuseDi
git
alBanki
ngser
vices?

a)Dai
l
y () b)Rar
ely () c)Occasi
onal
l
y () d)Mont
hly ()

18.Whydoy
ouusedi
git
albanki
ngser
vices?

(
Basedony
ourpr
efer
encer
ankt
heser
vicesf
rom 1t
o5)

a)I
nnov
ati
veTechnol
ogy ()

b)Av
ail
abi
l
ityof24/
7Banki
ngser
vices ()

c)Technol
ogyUpgr
adat
ion ()

d)Av
oidst
andi
ngi
nQueues ()

e)Cashl
essTr
ansact
ion ()

f
)Saf
etyandSecur
e ()

g)CashBack/Pr
omocodeof
fer
s ()

19.St
atey
ourl
evel
ofdi
ff
icul
ti
esonusi
ngDi
git
alBanki
ngSer
vices

(HS–Hi
ghl
ySat
isf
iedS-Sat
isf
ied N–Neut
ral DS-Di
sSat
isf
ied HDS–Hi
ghl
y
Di
ssat
isf
ied)

HS S N DS HDS

102
 1.Di
ff
icul
ti
esi
nImpl
ement
ati
onofGl
obal
technol
ogy () () () ()
()

2.
Necessi
tyofI
nter
netser
vices () () () ()
()

3.
Issuesofsecur
it
y () () () () ()

4.
Cust
omercar
eser
vices () () () ()
()

5.
Secur
it
yPr
ecaut
ions () () () () ()
6.
Techni
cal
dif
fi
cul
ti
es () () () () ()

20.Toi
mpr
oveanysuggest
ion:

103