Age group
1)
:
1).18-25__, 2). 26-35__, 3).36-45__, 4).46-60__, 5).60 +____Years Table 1
Response
Respondents
Percentage
1).18-25__, 2). 26-35__,
40
33.3
42
35
3).36-45__, 4).46-60__, 5).60 +____Years
16
13.3
17
14.2
5
4.2
Chart 1
80 70 60 e l t i T s i x A
50 40 30 20 10 0
Percentage Respondents
1).18-25__,
2). 2635__,
3).36-45__,
4).46-60__,
5).60 +____Years
33.3
35
13.3
14.2
4.2
40
42
16
17
5
INTERPRETATION:
From the above graph we can see that the maximum no. of respondents are in the age group of 26-35 with a frequency of 42. The second highest no. of respondents lie in the age group of 18-25.
2)
Gender :
1)Male 3)
Female TABLE 2
Response
Respondents
Percentage
male 81
67.5
39
32.5
female
Chart 2
90 80 70 e l t i T s i x A
60 50 40 30 20 10 0 Respondents
Percentage
male
81
67 . 5
female
39
32 . 5
INTERPRETATION:
The above graph shows another demographic variable of the respondent set i.e gender. From the above bar chart we can see that the maximum no. of respondents were male with a frequency of 80% and the rest were females.
3)Frequency of visiting your bank branch per month? Table 3
Response
Respondents
Valid
Missing
Percentage
120
100.00%
0
0%
Chart 3
120 100 e l t i T s i x A
80 60 40 20 0 Respondents
Percentage
0
0%
120
100.00%
Missing Valid
INTERPRETATION:
Here we have plotted a cross tab between the two variables i.e age group and frequency of visit to the branch. The cross tab helps us to find that whether there is any association between the two variables. Pearson Chi-square test statistic value of .000 shows that there is an association between the two variables. We can see from the chart that maximum no. of respondents in the age group 18-25 visit less than 1 and maximum no. respondents in the age group 26-35 visit over 12 times.
4) Which of the following e-banking facilities do you think should be provided by your bank?(please choose the single most important one)
1. Internet banking 2. Telephone banking 3. Mobile banking 4. SMS banking Table 4
Response
Respondents
Percentage
1. Internet banking
40.80
40.80%
2. Telephone banking
14.20
14.20%
3. Mobile banking
27.00
27.00%
4. SMS banking
18.30
18.30%
Chart 4
45.00 40.00 e l t i T s i x A
35.00 30.00 25.00 20.00 15.00 10.00 5.00 0.00
Percentage Respondents
1. Internet banking
2. Telephone banking
3. Mobile banking
4. SMS banking
40.80%
14.20%
27.00%
18.30%
40.80
14.20
27.00
18.30
INTERPRETATION:
The above pie chart shows that 40.8% of the respondents thought of Internet Banking as a must to be provided by there bank. The second most important E-banking facility was the M-banking with a percentage of 26.7%.
5)
The main reason that you typically visit your bank branch (please choose the single most important reason)?
1. 2. 3. 4. 5. Table 5
To make a deposit To get advice for investment options To inquire about a balance To withdraw cash Others\
Response
Respondents
Percentage
To make a deposit
25
20.8
To get advice for investment options To inquire about a balance
18
15
35
29.2
To withdraw cash
35
29.2
7
5.8
Others
Chart5 40 35 30 e l t i T s i x A
25 20 15 10 5 0
Respondents Percentage
To make a deposit
To get advice for investmen t options
To inquire about a balance
To withdraw cash
Others
25
18
35
35
7
20.8
15
29.2
29.2
5.8
INTERPRETATION:
The above pie chart shows the most important reason for which a person visits the bank branch. As we can see from the graph that 29.2% of the respondents said that they visit the bank to withdraw cash. Another 29.2% of the respondents visited to inquire about the balance whereas 20.8% respondents visited bank for making a deposit to there account.
6) Do you have an internet banking account?
a) Yes b) No Table 6
Response
Respondents
Percentage
Yes
89
74.2
No
31
25.8
Chart 6
100 90 80 70 e l t i T s i x A
60 50 40 30 20 10 0
Respondents
Percentage
Yes
89
74.2
No
31
25.8
INTERPRETATION:
The above graph shows the association between age group and user- non-user status. The Pearson chi-square value of .001 shows that there is an association between the two. As we can see that the most of the respondents in the age group 26-35 have an internet banking account and very few of the respondents in the age group 60+ have an internet account.
7) What banking services do you use which your Internet bank offers? (Please check all those which you are currently using)
1. Seeking product and rate information 2. Calculate loan payment information 3. Download loan applications 4. Download personal bank transaction activity. 5. Check balances on-line 6. Apply for consumer loans or credit cards online 7. Inter-account transfers 8. On-line bill payments 9. Others Table 7
Response
Respondents
Percentage
prodinfo
55
11.90%
loaninfo
57
12.30%
Down_loanapp
52
11.20%
Trans_activity
45
9.70%
Chk_balance
57
12.30%
Apply_loan
34
7.30%
Acc_transfer
72
15.60%
Bill_payment
69
14.90%
others
22
4.80%
Chart 7
80 70 60 e l t i T s i x A
50 40 30 20 10 0 prodi nfo Respondents Percentage
55
Down Trans Chk_ Acc_t Bill_p loani Apply other _loan _activ balan ransf ayme nfo _loan s app ity ce er nt 57
52
45
57
34
72
69
22
11.90%12.30%11.20% 9.70% 12.30% 7.30% 15.60%14.90% 4.80%
INTERPRETATION:
The above graph shows the type of services that most internet account holders use. As we can see from the graph that most of the internet bank users use there internet account for making transfer of funds, followed up by payment of bills online with a percentage of 15%.
8) What was the single most important reason that you choose your current bank as your Internet bank? (please choose one)
1. 2. 3. 4.
I have a traditional bank account with the same bank The brand name of the bank The excellent service offered by this bank Other Table 8
Response
Respondents
Percentage
1. I have a traditional bank account with the same bank
32.00%
32.00%
2. The brand name of the bank
34.00%
34.00%
28.00%
28.00%
6.00%
6.00%
3. The excellent service offered by this bank 4. Other Chart 8
e l t i T s i x A
40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00%
1. I have a traditional bank account with the same bank
Respondents Percentage
2. The brand name of the bank
3. The excellent service offered by this bank
4. Other
32.00%
34.00%
28.00%
6.00%
32.00%
34.00%
28.00%
6.00%
INTERPRETATION:
The pie chart above shows for what reason the respondents choose there current bank as there internet bank. Most of the respondents had an internet bank account because of the brand name of the bank. 32% had an account in the bank in which they had a traditional account. 28% opened because of the excellent services provided.
9) In addition to your Internet bank account, do you also have a traditional bank account?
1. Yes 2. No Table 9
Response
Respondents
Yes System
Percentage
100
83.3
20
16.7
Chart 9
120 100 e l t i T s i x A
80 60 40 20 0 Respondents
Percentage
System
20
16.7
Yes
100
83.3
INTERPRETATION:
The above table shows that all the respondents who had an internet banking account also had a traditional baking account.
10) What are the reasons for which you opened an Internet bank account? (Please prioritize the following list in the order of importance).
1)Convenience (24 hours service, anywhere connectivity) ______________ 2)Curiosity______________ 3)Safe and secure______________ 4)Low service charge______________ 5)Easy to maintain my banking transaction activity______________ 1) Convenience
Response
Respondents Percentage
Most Important Important Not answer Least Important
22
22
20
20
44
44
34
34
Chart 1
44 44 45 40
34 34
35 30 22 22
25
20 20
20 15 10 5
0
0
0
0
0 1
2 Response
3 Respondents
4 Percentage
5
INTERPRETATION
The above graph consider most important respondents are 22% and the important respondents are 20% not answer respondents 44% and least important respondents 34%. 2) Curiosity
Response
Respondents
Most Important Important Not answer Least Important
Percentage
30
30%
22
22%
25
25%
43
43%
Chart 2
45 40 35 30 25
Percentage
20
Respondents
15 10 5 0 Most Important
Important
Not answer
Least Important
INTERPRETATION
The above graph consider most important respondents are 30% and the important respondents are 22% not answer respondents 25% and least important respondents 43%.
3) Safe and secure
Response Most Important Important Not answer Least Important Chart 3
Respondents
Percentage
26
26
21
21
31
31
42
42
90 80 70 60 50
Percentage
40
Respondents
30 20 10 0 Most Important
Important
Not answer
Least Important
INTERPRETATION The above graph consider most important respondents are 26% and the important respondents are 21% not answer respondents 31% and least important respondents 42%.
4) Low service charge
Response Most Important Important Not answer Least Important
Respondents Percentage
44
44%
24
24%
28
28%
24
24%
Chart 4 50 45 40 35 Respondents, 24
e 30 l t i T 25 s i x A20
15 10 Percentage , 43%
5 0 Most Important
Important
Not answer
Least Important
INTERPRETATION
The above graph consider most important respondents are 44% and the important respondents are 24% not answer respondents 28% and least important respondents 24%.
5)Easy to maintain my banking transaction activity
Response Most Important Important Not answer Least Important
Respondents Percentage
33
33%
20
20%
22
22%
45
45%
Chart 5
50 45 40 35 30 25
Percentage
20
Respondents
15 10 5 0 Most Important
Important
Not answer
Least Important
INTERPRETATION:
The above graph shows the ranking of the reasons why respondents had opened an internet banking account. We rated the factors on a 5 point rating scale ranging from most important to least important. Most of the respondents gave convenience as rank1. The second most important factor was ease of maintenance.
11) For your choice of an Internet bank, please indicate how much each of the following factors are/were important to you:
(Rate on a scale of 1-5 where 1 being most important & 5 being least important) 1. Better rate and lower service charge______________ 2. Bank familiarity______________ 3. Security of Transaction______________ 4. Convenience (24 hours service from anywhere) ______________ 5. Quick service (transaction completed in seconds instead of minutes) ______________
1) Better rate and lower service charge
Response
Respondents
Most Important Important Not answer Least Important
Percentage
35.00
35.00
44.00
44.00
21.00
21.00
20.00
20.00
Chart 1
45.00 40.00 35.00 30.00
e l t i T s i x A
25.00 20.00 15.00 10.00 5.00 0.00 Most Important
Important
Not answer
Least Important
Respondents
35.00
44.00
21.00
20.00
Percentage
35.00
44.00
21.00
20.00
INTERPRETATION:
The above graph rates are the most important respondents 35% and the important respondents are 44%,nothe lowest range in least important .
2)Bank familiarity
Response
Respondents Percentage
Most Important Important Not answer Least Important
55
55.00%
35
35.00%
22
22.00%
8
8.00%
Chart 2 60 50 40
e l t i T s i x A
30 20 10 0
Percentage Respondents
Most Important
Important
Not answer
Least Important
55.00%
35.00%
22.00%
8.00%
55
35
22
8
INTERPRETATION:
The Bank familiarity contain the lowest range in l east important in 8%,the higest rank in most important.
3) Security of Transaction
Response
Respondents Percentage
Most Important Important Not answer Least Important
20
20.00%
25
25.00%
15
15.00%
60
60.00%
Chart 3
70 60 50 e l t i T s i x A
40 30 20 10 0
Most Important
Important
Not answer
Least Important
20
25
15
60
20.00%
25.00%
15.00%
60.00%
Respondents Percentage
INTERPRETATION:
The security of transaction graph consider we h ave to show in the least important respondents are very high. and the lowest respondents in not answer.
4) Convenience
Response
Respondents Percentage
Most Important Important Not answer Least Important
22
22
20
20
44
44
34
34
Chart 4
90 80 70 e l t i T s i x A
60 50 40 30 20 10 0 Most Important
Important
Not answer
Least Important
Percentage
22
20
44
34
Respondents
22
20
44
34
INTERPRETATION:
The above graph consider most important respondents are 22% and the important respondents are 22% not answer respondents 44% and least important respondents 34%.s
5) Quick service
Response
Respondents Percentage
Most Important Important Not answer Least Important
44
44%
25
25%
28
28%
23
23%
Chart 5 45 40 35 30
e l t i 25 T s i x 20 A
Percentage
15
Respondents
10 5 0 Most Important
Important
Not answer
Axis Title
Least Important
INTERPRETATION:
The above graph rates the decisive factors when opening a internet banking account. Most of the gave rank 1 to convenience(24 hour service from anywhere). The second most important factor was security of transaction. The third most important factor was the familiarity with the bank.
12)The main reasons that you might fear for while opening an Internet bank account ?
1. Never heard of Internet banking 2. Concerned about security 3. Haven't taken time to open an account 4. Don't see any real value in having this type of account 5. Too new. I would like to see how it works, then I may open an account 6. Not available through my bank 7. Others
Response 1. Never heard of Internet banking 2. Concerned about security 3. Haven't taken time to open an account 4. Don't see any real value in having this type of account 5. Too new. I would like to see how it works, then I may open an account 6. Not available through my bank 7. Others Chart 12
Respondents Percentage 65
17.30%
80
21.30%
38
10.10%
34
9.00%
83
22.10%
44
11.70%
32
8.50%
90 80 70 60 50 40 30 20 10 0
Percentage Respondents
INTERPRETATION:
The above graph shows why most of the people are afraid of opening an internet banking account and what are the reasons behind it. Most of the respondents were concerned about the security of transactions-21%. The second constraint was that people are still unaware about it-17%. The third major constraint was that the bank doesn’t have such a service-12%
5.0 FINDINGS AND SUGGESTIONS
1. Most of the people use E-banking because of the ease and convenience of doing transactions 24 hours from anywhere. 2. Most of the people in the age group of 18-35 i.e the youth are familiar with the concept of E-banking and are among the prominent users of this facility. 3. Most of the people open an internet banking account with a bank because of the brand name of the bank and also due to the fact that they have a traditional banking account with the same bank. 4. Most of the people in the age group of 46+ are either unaware or have a disinterest in the service. They are more satisfied with traditional system of banking. 5. The reasons for not opening an internet account are mainly due to unawareness or due to security concerns. 6. Most of the people who do internet banking do so for online transaction of money and for shopping purposes. 7. The masses are still not using the services thoroughly due to various hurdling factors like insecurity and fear of hidden costs etc.
SUGGESTIONS E-banking would drive us into an age of creative destruction due to non-physical exchange, complete transparency giving rise to perfectly electronic market place and customer supremacy. We can see the time is changing and with the passage of time people are accepting technology but there is still a lot of perceptual blocking still to be removed. The banks need to increase the penetration of E-banking to the masses. This can be achieved through increasing the awareness levels of the customers towards E banking. Some of the ways to do this are: 1. Give proper training to customers for using E-banking. 2. Create a trust in the mind of customers towards security of there accounts. 3. Provide a platform from where the customers can access different accounts at single time without extra charge.
4. Make the site more user friendly. 5. Customers should be motivated to use E-banking facilities more.
5.1 CONCLUSION Electronic banking has become a necessary survival weapon and is fundamentally changing the banking industry worldwide. Today, the click of a mouse
offers bank
customers services at a much lower cost and also empowers them with unprecedented freedom in choosing vendors for their financial service needs. No country today has a choice-whether to implement E-banking or not given the global and competitive nature of the economy. Banks have to upgrade and constantly think of new innovative customized packages and services to remain competitive. The invasion of banking by technology has created an information age and rendered banking services more appealing. In view of the findings of this study it is concluded that electronic banking in Palakkad is yet to create any significant impact on service delivery, which will consequently lead to improved customer satisfaction. Based on the findings of this research, it is recommended that: 1. Much need to be done in the area of creating awareness about the availability of electronic banking products and services, how they operate and their benefits. Banks should organise public exhibitions and talk shows and make products accessible to all customers. In addition, they should improve their service delivery to justify the benefits of electronic banking products and services. This way, customers’ interest would be aroused. 2. Banks should try to win customers’ confidence by providing adequate security of transaction back up of critical data files and alternative means of processing information. They should also ensure good connectivity and power base that will enable them serve customers faster and more conveniently. The banks should ensure that at no time should service cease as a result of network problem 3. Government should provide adequate regulatory framework that will ensure customer protection, and security of transaction. That way, bank customers’ confidence in electronic banking would be secured.
The study tries to figure out what are the factors that affect the usage behavior of the customers towards E-banking services and what are the reasons for perceptual blocking towards E-banking.
The conclusions that can be drawn are:
1. Most of the people use E-banking because of the ease and convenience of doing transactions 24 hours from anywhere. 2. Most of the people in the age group of 18-35 i.e the youth are familiar with the concept of E-banking and are among the prominent users of this facility. 3. Most of the people open an internet banking account with a bank because of the brand name of the bank and also due to the fact that they have a traditional banking account with the same bank. 4. Most of the people in the age group of 46+ are either unaware or have a disinterest in the service. They are more satisfied with traditional system of banking. 5. The reasons for not opening an internet account are mainly due to unawareness or due to security concerns. 6. Most of the people who do internet banking do so for online transaction of money and for shopping purposes. 7. The masses are still not using the services thoroughly due to various hurdling factors like insecurity and fear of hidden costs etc.
BIBLIOGRAPHY BOOKS
1. Marketing research by BERRY G.C 2. Marketing Research by Malhotra N.K. , fifth edition 3. E-banking: the global perspective by Gupta Vivek 4. E-Commerce in Indian banking by Bhasin
WEBSITES
http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1 www.banknetindia.com www.google.com
SOFTWARE’S USED
1. SPSS 2. MS-EXCEL 3. MS-WORD
