1) Are you aware of net banking services services offered offered by the the banks? banks?
INTERPRETATION
The above diagram shows that 38% of customers are not aware of e-banking services offered by bank and 62% of customers are aware of e-banking services. services. The customer customer included in yes option are mainly the youth and service and business men while the customer included in no option are mainly old age and uneducated people.
2) Do you you have have inter internet net bank bank account? account?
INTERPRETATION
The above diagram shows that the most of the customers are using internet banking services. This is good for bank, which reduce the burden of staffs. But the 18% o the customers have no internet account. 3) What are the main reasons that you have not opened an internet bank account yet?
INTERPRETATION
The main reason that the customer not yet opened an internet bank account, they didn’t get the time for this. There are many customers who are minor (under age).The same percentage of the people think that it’s not secured and can’t see real value in this account. Few people had not heard about this and it’s not provided by many banks.
4) In which bank do you have your account?
INTERPRETATION
In this most of the customers prefer HDFC bank than others. There a little gap between private banks. Axis bank must provide best services to their customers to achieve the 1st level among the private banks. 5) Why you choose Axis bank as your internet banking?
INTERPRETATION
Customers think that Axis internet services are the best one, so half of the customers used it for the same. In very short time Axis create a good brand name and attracted many customers.
6) Do you feel safe in disclosing your details on net?
INTERPRETATION
62% people feel that internet banking is safe in disclosing their details on net but still 38% people feel it’s harmful to disclose it. So Bank must provide extra information related with the security of internet banking.
7) Are you satisfied with your internet services?
INTERPRETATION
¾ of the total people are satisfied with banking services .Only ¼ people are not satisfied with banking services. So Bank should provide extra services to change their thinking regarding the internet services.
8) If no why you dissatisfied?
INTERPRETATION
Near about half of the people feel it’s difficult to use. Some people are thinks that the charges are very high and some feel that it’s not secure. There may be other personal reason of the people for dissatisfaction with the internet services. 9) What are your main transactions you would prefer to do by net?
INTERPRETATION
Many transactions can be made through net banking. Almost every transaction is performed.
10) Would you prefer using net banking instead of visiting your bank every now and then?
INTERPRETATION
The people who are comfortable with using net banking prefer online banking instead of branch visit. Large numbers of customers are using online banking instead of visiting branch.
11) Which reasons force you to prefer visiting your branch?
INTERPRETATION
In this most of the people have net facility but they have no knowledge how to use internet banking. 55% customers are under this category. 24% of the people think that online banking is unsecure and 13% of customers have no internet facility to use. Half of the 13% people are interested to use internet banking.
12) Which channels do you use to access the bank?
INTERPRETATION
There are many channels are available to access bank. 40% of customers depend on their concerned branch and 25% using ATM. Very less customers are doing banking through telephone. Online customers are about 20% and 23% of customers are depending on the ATM.
13) What benefits do you see in internet banking?
INTERPRETATION
The main advantage of using online banking services are convenience, speed etc. 42% of the customers are using this services for their convenience rather than speed, time etc.25% of people using this for time saving.
14) What are the problems you have encounted while using an ATM?
INTERPRETATION
The main problem arising while using ATM is not able to print slip when demanded. Many customers are using ATM to know the account balance. If the ATM can’t satisfies their need they want to go to the branch.
15) How frequently do you use an ATM per month?
INTERPRETATION
Most of the customers are using ATM 3 to 8 times per month. Only 2% are using ATM less than 1 time per month. That means most of the customers are depending on the ATM for balance enquiry, cash withdrawal etc.
16) Would you use your mobile phone to do your banking?
INTERPRETATION
Many people using mobile phone banking which is beneficial for both customers and banks.
17) Which of the following mobile banking features would you use?
INTERPRETATION
Mainly mobile banking services are used for balance enquiry and email and text alert. It may be because people are aware about these two services. Very less people are using it for payment, account transfer etc.
18) How often do you use your online services?
INTERPRETATION
The above diagram shows that the online services are mainly used monthly. 1/4th people used it weekly. Very less only 10% used it daily and 3% people doesn’t (never) use online services.
