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Chapter IV: RESEARCH METHODOLOGY,

OBJECTIVES AND HYPOTHESIS

1.1 Research Methodology

Research Methodology chapter discusses about scientific framework

utilized for the research. Among all available methods; qualitative study is

being used for first stage. Also pilot study carried out with limited number

banking professionals for the questionnaire which helps to understand the

deepness of reply from participants. On this basis researcher has

implemented exploratory study method for second part of research.

Exploration of study was initiated with two questionnaires (one for consumers

and the other for managers). Researcher has used selection norms to

distinguish the object for study. Questionnaire used lickert’s scale for

computing view of diverse consumers on various attributes.

Research can be defined as a systematized attempt to achieve

knowledge. A research is accepted out by different methodologies which have

their own pros and cons. Research methodology is a method to explain

research problem along with sense behind it. Thus while talking about

research methodologies we are not only talking about scientific methods but

also think about sense behind implementing the approaches. Knowledge of

these and various other facets of modern methodology of research are

extremely important not only for research workers but also for person who

reads of research studies.

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1.2 Philosophical Paradigms

An enduring hullabaloo in community science has divided

methodologists and scientists into two general schools of contemplation

(Schultz 1954). One of these is the objectivist school of thought (Lee 1989b),

which is based on normal science and believes that only scientific methods

generate excellent results, thus they must be engaged when studying the

human affairs (Schultz 1954). The other school of thought is the subjectivist

(Lee 1989 b), which is based on community science and believes that the

arrangement of the social world and the world of nature are different (Schultz

1954).

However, any research in natural or social science order is partial by

shared viewpoint and practices that direct the field of study (Morgan 2007).

Such a framework or common way of thinking about how to carry out a

research and obtain knowledge is called a paradigm (Patton 1982; Oates

2006). Researchers should approve a philosophical paradigm that is well-

matched with their research benefit and most excellent suited to their way of

working. Researchers should be conscious of the implications of their

philosophical pattern and work within its traditions. However, they should be

considerate to the opportunity of other practices and assumptions (Orlikowski

and Baroda 1991; Boeije 2010). In The next segment will talk about on the

philosophical paradigms in Information and Communication Technology (ICT)

research.

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1.3 Summary of Philosophical Paradigms

Research in Social science, including information and communication

systems, has baseline with some suppositions on which three major research

philosophical paradigms known as; positivist, interpretive and critical are

defined (Baroudi, 1991).

Positivist is the oldest in the midst of the three paradigms. It relies on

the scientific technique, which is the come up to research in natural science.

Therefore, researchers who take on the positivist stand are influenced by the

three major techniques of the scientific method; reductionism, repeatability

and refutation (Oates 2006). Positivists also assert that methods of natural

science are the simply justifiable methods for application in social science

(Lee 1991). A number of features and assumptions have been accredited to

the positivist paradigm. These are the researcher and phenomenon under

study is independent entities.

In addition, researchers find out facts by trying of theories and

hypotheses. Moreover, researchers should be objective and the facts

discovered about the phenomenon are value-free. In addition, generalization

is achievable; since aspects of the phenomenon in study are considered

accurate, measurable and have fixed meanings (Lincoln and Gobi 1985;

Easterby-Smithet al2002; Johnson and Onwuegbuzie 2004; Oates 2006;

Saunderset al2007). Also Hussey and Hussey (1997) demonstrate that

positivist research has an artificial position, produces quantitative data, uses

large samples and the method of research is deductive.

With respect to system research, Baroudi and Orlikowski accept

positive criteria to classify systems research as positivist. These principles

consists of full proof set of suitable plans, assessable methods to variables

defined, hypothesis justification, along with conclusion obtained for a well-

defined research problem with assist of chosen sample set of population.

Interpretive is the second thought that obtain evolved because of the

reality that methods functional in natural science are insufficient to social

science (Lee1991).Interpretive paradigm is associated with people

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perceptions of their on a daily basis activities in the domain world. It accepts

that humans create and allocate their own inter-subjective significances to the

daily activities in the domain world around them. Interpretive researchers build

an effort to construct phenomena through the significances and standards that

people characteristic to them in their real world activities. People faiths that

either for an individual or a group, reality is accessed and communicated to

others all the way through different means of communications.

Also Collis and Hussey (2009) consider that interpretive research has a

normal location, produces rich, subjective, qualitative data, uses small

samples and the process of research is normally inductive. Orlikowski and

Baroudi (1991) point out that generalizing results is absent in interpretive

research. However, Ryan et al (2007) argue that even though findings cannot

be generalized in qualitative research, but they can be transferred and applied

to other similar contexts.

Critical research is the third philosophical paradigm. It has been

delineated and categorized by various scholars. (Oates 2006). The aforesaid

scholars explain how this researcher has prepared assumption on social

reality which is getting historically established and that formed and replicated

by people. They also announce that in spite of the assertion that people can

exchange economic and social conditions. They also exemplify how critical

paradigm is distinguished from positivist and interpretive paradigms. As the

former attempt to critique, analyze, weigh, changing the reality and alteration

in the status quotient, whereas the other two paradigms are concerned with

explaining or predicting the status quotient.

With respect to system research, the major task of critical research as

planned by the above mentioned scholars is to reveal the conflicts,

contradictions and challenges connected with the social actuality, in order to

emancipate and empower people. The subsequently section will explain the

more than a few research approaches.

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1.4 Research Approaches

Various classifications have been used to differentiate between

research approaches; homothetic versus idiographic (Luthans and Davis

1982; Chua 1986), investigation from the outside against investigation from

the inside (Evered and Louis 1981, p.385), objectivist against subjectivist

(Chua 1986; Lee 1989b; Saunderset al2007), in addition to quantitative

against qualitative, which is considered as one of the most usual distinctions

among them all (Morgan and Smircich 1980).

Quantitative approach was developed in natural science with the

reason of investigating natural phenomena, while qualitative approach was

developed in social science with the reason of studying social and cultural

phenomena (Myers 1997; Myers and Avison 2002).

Quantitative approach is supposed as objective and mostly linked with

the positivist stance. On the other hand the qualitative approach is supposed

as subjective and mostly linked with the interpretive and critical stances

(Bryman 1984; Creswell 1994; Crossan 2003; Johnson and Onwuegbuzie

2004; Oates 2006).

However, it should be cleared that quantitative and qualitative

approaches can be used with any research paradigm; whether it may

positivist, or interpretive else critical based on the rational suppositions by

researcher (Denzin and Lincoln 2005).

Quantitative approach works with numeric data and relies on statistics

(Oates 2006), whereas qualitative approach generates rich, descriptive data

that help in describing and understanding social phenomena (Boeije 2010).

Quantitative researchers study the phenomenon by breaking it down into

quantifiable categories (Oates 2006) whereas qualitative researchers study

the phenomenon through answering how, what (Merriam 1998) and why

(Banyard and Miller 1998) types of questions. In fact, quantitative approach

lays importance on fixed measurements and hypotheses testing, while

qualitative approach is deemed to be more flexible (Bryman 1984) and give

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concentration to the quality of entities, processes and meanings (Denzin and

Lincoln 2008).

In other words, quantitative approach is measured objective and hard

(Silverman 2006), while qualitative approach is supposed as subjective and

soft (Hathaway 1995).Additionally, quantitative techniques search mostly for a

cause and effect relationship, whereas qualitative techniques search mostly

for meanings in the context (Harvey and Myers 1995).Also, quantitative

approach typically employs a deductive procedure which contrasts with

qualitative approach which often employs the inductive method (Creswell

1994;Boeije 2010). Moreover, sample is huge and randomly chosen in

quantitative approach, while it is small and selective (non-random) in

qualitative approach (Merriam 1998).

Another point is that quantitative researchers choose the formal writing

style when writing up their final reports. They use impersonal passive voice

and technical language. In contrast, qualitative researchers choose writing

directly and informally. They favor a detailed and rich description (Creswell

1994; Johnson and Onwuegbuzie 2004).In addition, quantitative method uses

collecting and evaluating quantitative data (numeric data), while qualitative

method has focus on accumulating and exploring qualitative data such as

texts, images and artifacts (Miles and Huber man 1994). Various methods fall

under the category of quantitative approach, such as surveys and laboratory

experiments, and of qualitative approach, such as action research,

ethnography, grounded theory and case study (Denzin and Lincoln 2005).

Various sources for collecting data include questionnaires,

observations, documents, and interviews could be used in both quantitative

and qualitative approach. However, further ways of gathering data in

quantitative approach include tests and measures, while focus groups and

field notes are additional ways of gathering data in qualitative approach

(Oates 2006).

In addition to the two on top of mentioned approaches in social science

research, Johnson and Onwuegbuzie (2004) argued that there is a third

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distinct approach that is called mixed method research. This approach shares

the notion that both quantitative and qualitative research are helpful and

important and accordingly they should not be viewed as rival approaches but

rather as complementary to each other (Jick 1979; Johnson and

Onwuegbuzie 2004).

In the following section we will have a discussion on the methodology which

will be used for research methodologies.

1.4.1 Quantitative and Qualitative Research Methods

Quantitative research methods are surveys and experiments (Oates

2006). The subsequent discussion will explain each of them.

1.4.1.1 Surveys:

Surveys are used to collect same type of data from a huge group of

people in organized way. Researchers find patterns in the data and

subsequently they generalize the results (Oates 2006). Surveys can be

carried out in person, over the phone, by post, through a website or via email

(Easterby-Smithet al2002).

1.4.1.2 Experiments:

An investigation of a cause and effect relationship in order to prove or

disprove a hypothesis is known as experiments. Researchers cautiously

determine and observe the outcome of the experiment and are capable to

explain it as well as predicting future events (Oates 2006). While doing

laboratory experiments, researcher determines dependent variables while

manipulating independent variables in a controlled environment (Benbasat et

al 1987, p.370). On the other hand, methods of qualitative research are

illustrated in the below discussion.

1.4.1.3 Action research:

This was a research method that was developed in 1940’s to help

patients that suffered psychological and social disorders due to World War II.

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The objective was to help in applying social techniques that will guide to solve

practical social problems (Oates 2006). Where Myers (1997) states that action

research has been largely disregarded for many years in information systems.

Baskerville and Wood-Harper (1996) also mentions that action research is

broadly accepted in organizational development and has contributed to the

information systems research community apart from North America as its

contribution there is close to nothing. Oates (2006) discusses that action

researcher’s objective is to change and make a difference rather than only

observing and describing; they collaborate with active participants and pursue

an iterative cycle of plan-act-reflect.

1.4.1.4 Ethnography:

This method was developed in 1920s by an anthropologist called

Bronislaw Malinowski (Harvey and Myers 1995). Ethnographers pay out

important time immersed in the circumstance of the research in order to

create cultural and social understandings of the phenomenon under study

(Merriam 1998). The merit of ethnography is that it provides information

systems researchers with rich, in-depth and intensive insights about the

phenomenon they are studying because they become so well-known with the

human, organizational and social perspectives of the information systems

development and implementation (Harvey and Myers 1995). Yet, the main

disadvantage of ethnography is that it gates so much time from researchers to

carry out the fieldwork, the analysis as well as the writing up. Other

disadvantage related to ethnography is that it lacks the breadth and therefore

would be difficult to make general models from one ethnographic study

(Myers 1999).

1.4.1.5 Grounded theory:

This theory put onward in year of 1960s by Barney Glaser and Anselm

Strauss who were sociologists. This is methodology which objectives to well-

mannered data gathering and analyzing of the same in order to propose a

perception that is based on collected data (Glaser and Strauss 1967).

Researchers study the phenomenon and analyze the gathered data with no

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defined concepts (Glaser and Strauss 1967). Grounded theory researchers

mostly gather data by interviews (Allan 2003). Hussey and Hussey (1997) talk

about that in addition to the fact that it works as a method of analyzing

qualitative data. Lacey and Luff (2009) are of the view that grounded theory is

distinguished from other qualitative methods because it emphasizes on theory

as the final output of the research whereas other types of qualitative methods

may stop at the extent of simple descriptions or interpretations.

1.4.1.6 Case study:

This is defined by Yin such as an investigational examination that

examines modern problem statements is side the defined framework,

particularly limitations in-between Concept and its context are not clear. Case

study research can contain quantitative (numbers) or qualitative (words)

evidences (Eisenhardt 1989; Yin 2003). It also examines contemporary

events in a natural setting, allows researchers to use many data sources for

collecting data, examines one or few entities, as well as makes it probable for

researchers to study and explore the difficulty of phenomenon by answering

why and how questions (Benbasat et al1987).

Furthermore, case study researchers look for to gain in-depth detailed

information about the phenomenon under study (Oates 2006). There are three

types of case study particularly as exploratory, descriptive and explanatory.

Oates (2006) illustrates that exploratory case study is used by researchers to

recognize a research problem when slight literature is available about the

topic, whereas descriptive case study is help to produce detailed and rich

information of the phenomenon and its environment, and explanatory case

study is used to explain why particular outcomes took place.

In addition, case study research, whether exploratory, descriptive or

explanatory makes singular or more designs (Benbasat al1987; Yin 2003;

Oates 2006). In Single case study, researcher is advantageous to study an

extreme or a unique case, or to validate or test theory or for revelatory cases

where the situation was previously inaccessible to researchers (Yin 2003).

Moreover, researchers can carry out several levels of analysis within a single

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case study (Eisenhardt 1989).On the other hand, multiple case designs are

help to describe, test or build a theory (Benbasat al1987). Multiple case

studies are also deployed to look for similarities and differences between

cases (Eisenhardt 1989). The next part will give details the methods and

sources for collecting research data.

1.4.2 Data Collection Sources

Questionnaires, tests and measures, archival records, focus groups,

documents, observations, field notes, interviews, and physical artifacts are all

sources to collect data. The subsequent discussion will explain the sources in

details.

1.4.2.1 Questionnaires:

This is an arrangement of questions planned as per catgorized order

for the reason of gathering data from individuals. Questionnaire typically

dispatched by post, email or in person to a sample of people in order to fill it

out and return it to the researcher. Upon getting back the questionnaires,

researchers then examine the responses, try to discover patterns and as a

result build generalization about the perspectives or actions of a larger

population than the sample (Oates 2006).

1.4.2.2 Tests and measures:

These are a pre-defined set of questions that force the respondents to

decide from Yes/No answers, and are useful to discover how and what

individuals think (Easterby – Smith et al 2002).

1.4.2.3 Records:

It contains documents for common use, process records, and other

data formats (Yin 2009).

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1.4.2.4 Focus groups:

This group contains set of people opted out from the researcher to talk

over their perceptions and individual experiences about a specific subject.

Focus group, as research method, uses a guided conversation in order to

generate in-depth details of people actions, beliefs and attitudes. Researchers

then use this information to find out possible aspects of an enquiry (Powell

and Single 1996).

1.4.2.5 Documents:

Documents are usually divided into two main types: found documents

and research-generated documents. Found documents are documents that

previously existed, while the second is the set of documents that are

generated with kind of research work is in structure of notes and images.

Documents can be textual (written materials) or multimedia (pictures,

videos...etc.)(Oates 2006).

1.4.2.6 Observations:

Walsham (1995) identifies two roles of researchers as observers:

outside observer and participant observer. The former role leaves a gap

between the researcher and participants because the researcher is supposed

as an outsider and hence may be forbidden from access to sensitive or

confidential data. Nevertheless, outside observer responsibility is in some way

beneficial as participants are more eager to contribute to their honest views

with an outsider who does not have a direct impact on their jobs.

The major resource of collecting data as an outside observer is during

interviews. On the other hand, the latter role involves designating the

researcher as a member of the field which provides chance to achieve an

internal view and access private information. However, this could hinder the

personnel being frank since the researcher is seen as one that could influence

the activities of the organization.

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1.4.2.7 Field notes:

The field is rather than researchers generate through their practices

and procedures during data collection. This contains how researchers present

themselves, gather data or write notes. However, notes that are written at

some stage in the field vary based on the perceptions and personal views of

the researcher as well as the value assigned them. In addition, several

researchers believe field notes as a major part of the study, while others

recognize field notes as secondary in importance as they claim that if the

focus will revolve around writing detailed notes, their concentration will be

unfocused from experiencing the cultural context (Mulhall 2003).

1.4.2.8 Interviews:

Oates (2006) defines an interview as an open designed meeting that is

guided by the researcher for the purpose of gaining detailed information about

a certain topic for research purposes. Walsham (1995) discloses that

interviews are the key data source with reference to interpretive case studies,

since researchers that use interviews can way in the perceptions and views of

participants about events. He also points out that interviewers should keep the

stability between extreme passivity and over direction. Interviews are

classified into three main types:

a. Structured interview

b. Semi structured interview,

c. Unstructured interview

(Robson 2002; Hancock al2009) Structured interviews are use

standardized prearranged questions for each interviewee. Semi structured

interviews consist of a list of topics to be explored where the interviewer is

eager to change the sequence of questions or even add new questions

depending on the flow of the conversation.

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Unstructured interviews mean that the interviewer has fewer control as

he/she propose a topic and then listen to how interviewee convey their views

and ideas (Oates 2006; Hancock al 2009). However, Britten(1995)

differentiates semi structured interviews from in depth interviews as the former

is based on a loose structure and contains open ended questions that define

the topic to be covered where questions could be diverged to pursue more

details about a specific thought while in depth interviews are less prepared

and rely more on generating details about maybe one or two topics, where the

interviewer might put in further questions to ask the interviewee for more

elaborations or clarifications. Interviews as well can be one tone (individual) or

group interviews (Oates 2006). Group interview can be structured, semi or

unstructured. It means interviewing two or more people at one time by one or

more researchers (Myers and Newman 2007); it is also called focus group

interview, which is a research instrument that generates data through group

communication and interaction on subject particular by the researcher

(Morgan 1996).

1.4.2.9 Physical Artifacts:

These are technological tools or devices that are collected or observed

as part of a case study research (Yin 2009).However; Yin (2009) presents 6

kinds of artifacts which can be specially implemented with case study

research. The researcher has used questionnaire, documentation, interviews,

observations as well as field notes as sources of evidence for research work.

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1.5 Selection and Justification of Research Methodology

Taking into consideration Geography of Pune district & the location of

branches scattered over Pune district, Taluka of Pune district including PCMC

& PMC area all together there are One hundred and twenty two (122)

branches in Pune district out of which fifteen (15) branches are located at

Taluka places, while ten(10) branches located under the PCMC & PMC area

Over & above of the total number of branches six (6) are purely located in

villages having population ranging from one thousand five hundred (1500) to

five thousand (5000). Along with five (5) villages are located on national

highway passing through Pune district.

While selecting branches the researchers has divided the total sample

size of 25 branches as follow:

A. Five branches were selected from the National highway namely.

Table 4.1:- Branches on National Highway

Sr.

NO

Name of National Highway Branch Name Distance from

Pune city

1 Pune - Banglore Highway Shindewadi 13

2 Pune - Nashik Highway Narayangaon 78

3 Pune - Ahamad Nagar

Highway

Wagholi 24

4 Pune - Mumbai Highway

Lonawala 76

5 Pune - Solapur Highway UraliKanchan 32

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B. In the same manner purely six branches were selected from the

villages namely.

Table 4.2: - Village wise branches

Sr.

No.

Name of Village Taluka Distance

1 Jejuri Purandar 18

2 Ambavane Bhor 25

3 Lavasa Mulshi 37

4 Nasrapur Velhe 23

5 Pirangut Mulshi 7

6 Bhimashankar Ambegaon 54

C. In addition to above the four branches from Taluka places namely.

Table 4.3: - branches at Taluka place

Sr.

NO

Name of Taluka Branch Name Distance From Pune city

1 Purandar Saswad 31

2 Bhor Bhor 57

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3 Daund Daund 70

4 Junner Junner 93

D. In addition to above the four branches from PMC and PCMC area.

Table 4.4: - branches at PMC in PCMC Area

Sr.

No.

Name of Branch Area City Name

1 Pashan Sus-Pashan Road PMC

2 Senapati Bapat Road Ganeshkhind Road PMC

3 Chandannagar Vadgaon Sheri PMC

4 Kondhwa NIBM Road PMC

5 Magarpatta Hadapsar PMC

6 Nigdi Nigdi PCMC

7 Khadki Regiment Khadki PCMC

8 Pimpri Pimpri PCMC

9 Chinchwad MIDC area Chinchwad PCMC

10 Wakad Wakad PCMC

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To keep the balance between Villages the branches but primarily

located on highways where selected & branches from four (4) taluka i.e.

Block. Selected in addition to this to diff branches in diff direction were

selected from PCMC & PMC area from Pune district area.

While selecting branches researcher has given emphasis on the

branches where at least ATM facility is provided by the bank while doing so

researcher has to omit few villages which has no ATM facilities.

In the some context the villages, PMC& PCMC areas remain same

however ever the total beneficence from whom data was to be collected has

come to 400. To give the balance picture of the respondents view in relation

to the utility of IT enabled banking services such as,

1) ATM

2) E- banking

3) Mobile banking

4) Internet banking

Was considered & accordingly the 400 respondents were covered from all

selected branches.

In the view of above, on & average 16 respondents where to be

covered from the selected branches but in really the number is varies from

branch to branch & village to village however the balance of rural & urban

respondent was meticulously worked out & accordingly information was

generated with the help of structured questionnaire accordingly 230

respondent from villages where covered whereas 170 respondents from

urban area that contain PCMC & PMC area.

Primarily after the working out on the sample size & selection of blocks

& villages there in the task of deciding tool was ahead of the researcher those

as a part of literature review the secondary data was taken into consideration

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from publish articles , books, journal periodicals , magician, impact journals &

currents news in printed & electronic media where taken into consideration .

As a part of data collection tool the questionnaire was formulated

keeping in the mind the objective of researcher study while doing so it was felt

that the primary data was required to be generated namely from two different

sources i.e.

1) branch managers of respective SBI branch&

2) Respondents who are using IT enabled bank services.

The questionnaires segregated basically in to two parts, first part of the

questionnaires of respondents primarily covers the basic information about

consumer which includes name, gender, education, incomes, occupation,

marital status and account type along with literacy level of information and

communication technology.

In second part of respondents questionnaire the questions related to

their associations with bank the type of a/c & there experience & opinion

based on usage of different facilities provided by bank was gathered which

would help researcher to understand their overall view about e-banking and IT

enabled services. In the question few direct question are formed whereas

indirect questions also included.

In one part the Lickert’s scale method was used to judge their opinion of

respondents where in the respondents can give the respondents description

naturals , while framing the questionnaire total time consumption for filling up

the questionnaire was also considered as primary data was to be generated

from two different sources and hence two different questionnaire are

formulated for users of IT enabled services provided by SBI bank specifically&

the managers from the selected villages, blocks/Taluka, PCMC, & PMC area

covered. The purpose of data collection from managers was to be understood

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their points of in relations to the operative problems occurred while providing

the bank services.

The end user i.e. Beneficent customers usually approached to the

bankers with their problems & difficulties related to the bank services, which

vary from customers to customer & location, in this circumstance the role of

bankers become important & critical how bankers look at the problems,

address the problem & satisfy the customers, have proactive role of banker is

important which is assist with the help of close ended question incorporated

in the questionnaire for the purpose of data collection from the bankers i.e.

Manager of the SBI bank.

For this primary data was generated with the help of structured

questionnaire which is called as quantitative method for the data collection

was used. The field notes mentioned during the data collection phase have

become important while writing the analytic parts & interpretation of the data

researcher has learned many things from the group discussion method which

is again very useful technique & it’s part of qualitative research was used

wherever the end users where readily available & above to give the time to

discuss & put their view & thoughts in relation to bank & services avail to

them. Over & above for focused group discussion where conducted in which

five (5) to nine (9) members at a time have participated.

As nothing was obtained in writing in the focused group discussion

where related & reveled consumers their real problems & expectation

pertaining to the e-banking & expectations from the banker specially SBI from

research perspective.

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1.6 Pilot study

The questionnaire were formulated in first instance was used for the

purpose of finding out the difficulties during the actual data collection phase&

to judge & to find out gaps of any in the generated data. For this purpose pilot

study was conducted where two branch managers & 20 respondents were

covered.

Second thought to the questionnaire was given & the gaps were

identified in the questionnaire. It was redesign with added question which

were necessary for data generation.

To conclude with the researcher has right to apply the systematic

methods to generate data from the primary sources which would help

researcher to draw logical conclusion from the data generated from purpose

research study

1.7 Data Collection

1.7.1 Primary:

The scientific research has two aspects for the data collection purpose

which is known as primary data & secondary data. The word primary denotes

their the information which collected from the primary source which means the

information generated & gathered from the first hand source called primary

data. There are different tools which can be used for the purpose of primary

data collection which includes pre-coded questionnaire, field notes,

observations, focused group discussion & interview. In this information

generated very purpose & has not been used by anyone else than the

researcher.

1.7.1.1 Questionnaire

Floating type questionnaire method was implemented by research

scholar for collection of the data. A benefit of the questionnaire method in the

quantitative research methodology is that scholar can set questions and group

them in order to align with the objectives and hypothesis of research study.

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A good format of questionnaire doesn’t allow deviating from the

research topic. Generally, it is recommended that questionnaire should be

having closed question types rather than open ended questions for the

quantitative approach.

In sub-sequent sections, scholar has described method of the

preparation of the questionnaire for the research work in depth.

1.7.1.2 Interviews

Structured interview is the major method of data collection for this

study. In precise manner, research scholar trusted on structured individual

interviews as to gather information source in exploratory way which will be

treated as the primary data sources required for subjected research work.

Myers and Newman (2007) believe that interview is the major data

collection tool in qualitative research. Argument by Myers and Newman was

that interview was hampered by lot of snags which were inattentive while

writing thesis. Therefore, research scholar tries to minimize this review with

mentioning it in depth along with the interview carried out for the research.

This method allows scholar to evaluate in detail individual

understandings along with emotional state of respondents. Additionally,

method permits scholar to assess the delicate stuffs or confidential

information about the respondents for which respondent might not be able to

share via any other methods. Through conducting qualitative interviews, the

researcher was able to get detailed information from interviewees about the e-

governance subject and the important points that affect e-governance in the

state of Maharashtra which could not be found in any secondary data source

as like papers, books etc... Research scholar also observed that interviewees

were more willing to share personal stories and privileged information that it

would have been hard to come across or obtain if it was by other sources of

data collection other than these interview.

In addition to above, detail interviews permit scholar to pursue more

evidence about a specific answer. The scholar was able to get huge

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information and knowledge about the forces and hurdles of e-governance in

the state of Maharashtra as scholar was able to ask additional questions and

tailor the questions, if required, according to the interviewees’ answers.

Moreover, scholar has taken decision for conducting individual

interviews instead of group interviews for the reason that scholar is of the

confident about the fact that individual interviews are more fruitful to this

research. Group interviews were disregarded due to several reasons. First is

the fact that cultural issues play an important role in regard to domination.

Secondly, interviewees are more reluctant to speak rightly in a group setting

in particular if a manager was among the group. The next section will discuss

the second source for collecting data for this study (documents).

1.7.1.3 Documents

The scholar bank on miscellaneous documents delivered or generated

by the state government of Maharashtra associated with e-governance

applications and other directives along with qualitative interviews as a part of

major source for collecting primary data. This is treated as gratis sources for

collecting secondary data. Scholar had thorough review of these wide range

set of documents such as governmental publications, governmental public

announcements in newspapers and through government websites,

governmental internal reports and prospectus, in order to recognize different

characteristics of e-governance in the state of Maharashtra such as e-

governance projects, services, champions, policies, strategies, objectives,

pillars...etc..

Saunders et al (2007) rely on that documents which were provided by

governments are to be taken seriously as they could be of a better quality

than what might be collected by researchers themselves. Moreover Saunders

states that secondary data can be utilized by scholar for examination of

capability of findings because scholar can locate their findings within a

general context. The next section will talk about the field notes as another

source for collecting data for this research.

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1.7.1.4 Field notes & observation

Field notes, basic instrument which used by researcher while primary

data gathering & moving from one place to another. The experiences

gathered over period of time & information which has not been either not

recovered in structured questionnaire or researcher has observed something

in the field has been noted down is used for the purpose of study.

1.7.1.5 Focused group discussion:

It is scientific tool used for the purpose of carrying out scientific

research. The qualitative research is proven & accepted tool for the purpose

of research.

It is qualitative method & the information generated out of it is accepted

& validated from all source of academe across the world. Hence the

researcher has deliberately tried to incorporate focused group discussion as a

part of data tool & accordingly focused group discussion over period of

research study across the location on account of collection of data.

1.7.2 Secondary data:

The secondary data were gathered from records where somebody has

already done the statistical process on it. This data is gathered from different

government publications, Census board of India, MOFPI, journals, research

articles, annual report, literature from the books, magazines, national and

international conferences and publications, statement of scientist, public

record and statistical data, historical documents, unpublished work of

research scholars, government reports and publication of various national,

international and local organizations and Online Journals/Articles etc.

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1.8 Sources and Methods of Data Collections

The primary data will be collected through structured questionnaire and

by interviewing the employees of the government. Secondary data will be

collected from various books, application handbooks, journals, periodicals,

magazines and websites etc… Scholar has taken field notes while collecting

the data from various resources, which helps scholar while compiling results

and analysis part of the research.

1.8.1 Sampling Method:

The research will make use of Non Probability Purposive sampling

technique. Purposive sampling method symbolizes a group of different non-

probability sampling techniques. This method is also known as judgmental,

selective or subjective sampling; purposive sampling depend on the judgment

of the research scholar when it comes to selecting the units (e.g. people,

cases/organizations, events, pieces of data) that are to be studied. Usually,

the sample being investigated is quite small, especially when compared with

probability sampling techniques.

Aim of purposive sampling is not to randomly select units from a

population to create a sample with the intention of making generalizations

(i.e., statistical inferences) from that sample to the population of this is the

general intent of research that is guided by a quantitative research design.

The main goal of purposive sampling is to focus on particular

characteristics of a population that are of interest, which will best enable you

to answer your research questions. The sample being studied is not

representative of the population, but for researchers pursuing qualitative or

mixed methods research designs, this is not considered to be a weakness.

Rather, it is a choice, the purpose of which varies depending on the type of

purposing sampling technique that is used

Total population sampling is a type of purposive sampling technique

where you choose to examine the entire population (i.e., the total population)

that has a precise set of features (e.g., skill, knowledge, geographical

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location, distance, availability of services, Population of village etc.). In such

cases, the entire population is often chosen because the size of the

population that has the particular set of characteristics that you are interest in

is very small. Therefore, if a small number of units (i.e., people,

cases/organizations, etc.) were not included in the sample that is investigated,

it may be felt that a significant piece of the puzzle was missing. Therefore the

sampling technique used for this research is Non Probability Purposive Total

population sampling technique

1.8.2 Research Sample Size

The sample set comprises of users from Pune district where IT enabled

services were provided by SBI bank. Study will be based on responses from

customer of SBI bank and branch managers. Total sample size is of four

hundred (400) of consumers of SBI bank and twenty five (25) branch

managers.

1.8.3 Region and Population for Research work

Topic of selected for research work and the problem statement of the study

are self-explanatory for Universe of sample that need to be consider for

evaluation of the E-Banking services in domain of banking and finance.

1.8.3.1 Region

Pune is the second major city in Maharashtra State subsequent to the

capital of Maharashtra i.e. Mumbai city which is also recognized as economic

capital of India. While Mumbai hosts Reserve Bank of India head quarter at

the same time Pune also known for the regulatory institute of all banking and

finance area sector with the institute named as “NIBM” National institute of

Bank Management.

City place is being treated as the center of operations for the district. As

per current count of 2011, total residents of Pune district was around

9,426,959, making Pune as 4thmost highly colonized area in India among 640

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other districts. A city resident encompasses 58.08% of the entire people. A

recent inhabitant of city is greater than five million.

Pune is situated in west region of the state. District has been

surrounded with Thane on northwest, Raigad towards west, Satara on south

boundary, while Solapur on southeast boundary, & A. Nagar at north and north

east direction.

Area of Pune is located in West hilly side of Sahyadri mountain series

and ranges over the Deccan flat land towards east side.

For Administration purpose, Pune district contains overall nineteen

hundred villages. This is also well known industrial market place along with

farm based economy.

Pune contains lot of IT & ITES industrial park after Bengaluru and

Delhi. Multiple automobile manufacturing companies are situated in the Pune

District.

Figure 4.1 Map for Pune district

Source: - https://mapsofindia.com (India, 2010)

Figure 4.2 Location of SBI branches across the Pune District

Source:

https://www.google.co.in/maps/search/branches+of+state+bank+of+india+in+pune+d

istrict/@18.7783439,73.8629674,9z

1.8.3.2 Population

SBI bank is pioneer bank for implementation of E

various process and functions among the other public sector banks. Scholar

has enough choice to select the appropriate population required for research

work.

1.8.4 Analysis of Data

Primary data c

techniques such as Z test, tables, graphs and charts. Excel spreadsheet and

SPSS will be used for testing of hypothesis. While secondary data is

considered for the explanation of the terminologies being

Figure 4.2 Location of SBI branches across the Pune District

https://www.google.co.in/maps/search/branches+of+state+bank+of+india+in+pune+d

istrict/@18.7783439,73.8629674,9z

is pioneer bank for implementation of E-banking services for the

various process and functions among the other public sector banks. Scholar

has enough choice to select the appropriate population required for research

Analysis of Data

Primary data collected will evaluate with help of some statistical

techniques such as Z test, tables, graphs and charts. Excel spreadsheet and

SPSS will be used for testing of hypothesis. While secondary data is

considered for the explanation of the terminologies being used in work.

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Figure 4.2 Location of SBI branches across the Pune District

https://www.google.co.in/maps/search/branches+of+state+bank+of+india+in+pune+d

banking services for the

various process and functions among the other public sector banks. Scholar

has enough choice to select the appropriate population required for research

ollected will evaluate with help of some statistical

techniques such as Z test, tables, graphs and charts. Excel spreadsheet and

SPSS will be used for testing of hypothesis. While secondary data is

used in work.

108

1.8.4.1 Justification for the Data Analysis and Tool

The type of research is critical with respect to data concerned and the

topic of research. It is much important to analyze data appropriately and infer

the same. Data analysis is a crucial part while accepting or rejecting the

hypothesis of the research work. Wrong analysis may lead it to type I Error or

Type II error as well.

1.8.4.2 Likert Scale Type Method

Once the formation of questionnaire is over, every element need to

scrutinize distinctly or particular time’s answers need to be group for creating

the total for the cluster of components. Therefore, Likert scales are also

known as a summative scale method.

While singular Likert components may be treated at interval-level data,

or else they need to be considered as an ordered and definite data is matter

of significant difference in the collected works, with robust beliefs on what are

the most appropriate approaches. The divergence may trace down, in various

cases, to some of the degree to which Likert components are inferred as

being ordinal statistics.(WikIPedia, 2014)

1.8.4.3 SPSS Tool

SPSS is the acronym of Statistical Package for the Social Science.

SPSS is one of the most popular statistical packages which can perform

highly complex data manipulation and analysis with simple instructions. It is

designed for both interactive and non-interactive (batch) uses.

There are multiple functions of SPSS Statistics package available with drop-

down options, otherwise scholar can program with necessary 4GL command

syntax language. This command syntax programming is beneficial to achieve

reusability, streamlining iterative process, and calculating multifaceted data

operations and analyze the same. Moreover, some critical functions need to

be program in command syntax which is not available through the menu.

Paste functionality avails user to copy the method and respective output and

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paste into any desired format. Programs can be run interactively or

unattended, using the supplied Production Job Facility. Scholar has

specifically selected the Likert scale method and SPSS version 17.0 for the

analysis of the questionnaire.

1.8.4.4 Importance of Decision Making in Research work

Selection of best alternative solutions from the available set is known

as decision-making process. Top level Executive committee concentrated on

the decision making process and its execution. Decisions are supported by

suitable studies, calculations with findings. Research work ends up with facts

and expertise required for the resolution of problem statement and to face any

contests with speedy decision-making atmosphere.

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1.9 Data Collection Method - Pre-Arrangement Procedures

Purpose of this sub-sequent section in the thesis is to elaborate in detail

fieldwork process carried out which has been scheduled and accepted by the

scholar. This chapter is intended to make awareness with a rich overview

about the process that scholar has followed during the phase of data

collection and analysis. This contains sub-sections namely pre-arrangement

procedures, preparation of questionnaire and conversion of it into local

language which is commonly used for official work of department. Moreover,

this will validates all the resolutions which have been made and provides an

explanation of the sources used for data collection (interviews, documents

and field notes). Ethical considerations followed while data collections for

research are also declared. This chapter also describes about the software

package used for data analysis.

Parikh states that what would make a research extra demanding &

upturns the influence of understanding is once this is controlled skillfully.

Bachman & Schutt (2008) also believe that qualitative scholars need to plan

well for their fieldwork, to be able to tactically request contributors & make

note of it thoroughly. For the increment in the consistency with trustworthiness

of study, the scholar has taking thoroughly identify all data collection

procedures that took place during the fieldwork. The following will elaborate in

depth total accepted processes for data gathering for the research work.

A scholar has chosen fieldwork approach for the research work as the

scholar thought that this is ultimate method to collect complete information of

e-banking services would be consequently generated from individuals working

closely on e-banking services in the SBI bank. The fieldwork was conducted

for almost period of 5 months. To start with, the scholar needs to find out way

out in the study for following points –

1) Area

2) localities,

3) Structure of organizations,

4) E-Banking Services,

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5) Respondent’s - to fill up the questionnaire.

Selection of respondents was not simple as it pretends but complex and

self-trap decision for the scholar. The scholar had to evaluate certain

concerns as like which questions would tell about more scope of improvement

and information to learn about the subject, which field would be more easily

accessible (Boeije 2010) and also who are the key stakeholders that affect

and are affected by the research subject. And hence, the scholar took the

approach proper and useful settings which will be suitable for the research

work.

All this get started when scholar come across one of the e-banking

services intimated by the SBI bank for the requirement gathering. This phase

was the primary step of data collection of research work. Scholar also walks

through the literatures to acquire the knowledge about articles, documents

and presentations about e-banking initiatives.

It is worth mentioning that interview themes and questions were formulated by

the scholar at this stage.

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1.10 Objectives of the Study

Growth of Electronic banking in India is based on multiple elements, as

like accomplishment of availability of internet to every user, additional

accessible e-banking facilities, and domestic progress in the usage of internet.

Electronic banking is having its own position in Pune District. Client’s

taste is essential for the banking portal to raise success, expansion of

business in all possible direction and triumph.

Therefore objectives for the research are as given below:

1 To know the performance of e-banking activities of proposed banks in

Pune.

2 To analyse the customer satisfaction level in e-banking in Pune.

3 To find out the problems in e-banking activities to satisfy the customers

in Pune.

4 To identify the e-banking benefits from customer’s point of view.

5 To provide some recommendations.

1.11 Hypothesis

The hypotheses of the study are as follows:

1) H0: There has been a positive impact of e -banking on customers in

the city of Pune.

2) H0: There is a risk factor involved in the e -banking Transaction.

Here we are test a hypothesis with Z test considering mean is 2

In this researcher get z-value 1.66 is less than 1.96 which is standard

tabulated value at 5% level of significance. So that we are going to accept H0

hypothesis and rejected H1 type of hypothesis. So there has been a positive

impact of e -banking on customers in the city of Pune.

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1.12 Preparation of Questionnaire

As mentioned earlier, the scholar decided to collect data for research

work through structured questionnaire being major part of data collection. The

tactic permits to explore in-depth personal experiences and feelings of

participants.

Scholar has selected the quantitative research method to test the

objectives and hypothesis of the research. Scholar has selected to create

proper consistent questionnaire. The questionnaire is generally characterized

with following points:

• Prearranged wording and sequence of questions, to confirm that every

participant should get the similar incitements.

• Suggested meanings or descriptions of every question, to guarantee

that scholar/assistant should handle questions reliably and able to

answer participant’s demands of any explanation if it require at all.

• Well-Prescribed response format, to assist for fast accomplishment of

the questionnaire.

As there were no hard-and-fast rules and regulation set for design of a

questionnaire, but scholar has taken in to consideration below facts:

1. A well-designed questionnaire should meet the research objectives.

Statement is quite in general and meaningful while scholars found that

multiple research work overlook significant features due to poor

foundation work of the research, and don’t sufficiently probe specific

questions due to lesser considerate. To some extent it is totally

unavoidable. Every questionnaire is assured to have some questions

unanswered and provide a need for further research but the purpose of

good questionnaire design is to 'minimize' these kind of glitches.

2. Questionnaire should be able to get the most complete and accurate

data possible. The questionnaire designer needs to ensure that

participants were fully understand about the questions asked and are

not likely to refuse to answer, untruth to the scholar/assistant or try to

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conceal their attitudes. A quality of good questionnaire is that it is

organized and articulated to reassure participants to accumulate

precise, unprejudiced and comprehensive data required for research

work.

3. A well-organized questionnaire should make it simple for participants to

provide essential evidence and for the scholar/assistant to record the

answer, and it should be arranged so that sound analysis and

interpretation are possible.

4. It would keep the scholar/assistant brief and to the point and be so

arranged that the participant(s) remain interested throughout the

interview.

This emphasizes that writing of the questionnaire proper should not

begin before an exploratory research phase has been completed. So based

on the overall discussion scholar considered nine steps while developing the

questionnaire:

� Decide the information required.

� Outline the target participants.

� Select the technique(s) of getting targeted participants.

� Discussions on question content.

� Improve the phrasing of questions.

� Arranging the questions.

� Cross-check the span of the questionnaire.

� Testing of the questionnaire.

� Develop the final questionnaire.

Implementation of above steps was fruitful in the regards of this research

work. Scholar has found that what need to ask from the participants in order

to get correct and trusted information for the research work. Scholar has

distributed the whole questionnaire to the customer of the SBI bank.

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Following section elaborates about the questionnaire sections and in

details about the factor that scholar considered while designing the research

work. There are two questionnaire are prepared for the research study, one

questionnaire for consumer of SBI bank while other questionnaire is

developed for SBI bank manager. In consumer questionnaire there are three

sub-sections as below

1.12.1.1 Demographic Information

Demographic information is nothing but the personal information of the

respondents that voluntarily participated in the assessment of E-banking by

submitting the completely filled questionnaire.

This section starts with the Gender of the respondents, Age Group,

Occupation, Monthly income, marital status, Type of account, Minimum

number of transactions per month and literacy level of Information and

communication technology.

Scholar also included these basic level questions in the section named

as “Personal Information”. Fields like Gender; Age Group; Educational

Qualification are considered as primary variables that has relation with

objectives of the research and hypothesis that need to be tested. Scholar has

chosen eleven other questions which represent various fields/variables

required for the study of objectives and hypothesis testing in the personal

information section. Along with knowledge of the participant about the

computer and knowledge of ICT used for E-Banking services.

Scholar chose Age group having range starting from below 25 years to

the maximum age group of 56 and above years. This range represents the

average age group of consumer of SBI bank who uses the services of SBI

bank. Educational qualification ranges from the SSC to Post-doctoral.

Educational qualification of the participants changes as per the area.

Last question of this section stands for the literacy level of the

respondent about the ICT with respect to the E-banking services. The

question is related the knowledge of ICT that affects the E-banking services.

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In total this section contains fourteen questions that completely elaborate

about the personal data required for the study.

1.12.1.2 Basic Information about E-banking

This section in the questionnaire contains which confirms about the

basic knowledge of e-banking as the concept is well-known across the

Banking and Finance domain. Scholar wants to assess the correlation with

basic information which is quite easily available nowadays through various

types of media. This section also collects the information about the use of E-

Banking services.

One question stands for accessibility of online portal facilitated by SBI

over a period of previous twelve month. This question is of yes/no type

question, if a respondent answer is yes then scholar has asked next question

which talks about the e-banking services such as internet banking, automatic

teller machine, tele-banking, credit card, e-cheque, debit card etc. If

respondents answer No then the particular user is not frequent user and

hence can be treated as valid respondent for the questionnaire.

Next question framed by researcher to judge the opinion about internet

banking services delivery of SBI bank where user can respond between the

options depends on the personal experience about the services which

matches with the expectations.

Last question of this section asked respondents to relate the

experience of e-banking services with respect to ICT knowledge. These kinds

of questions helps scholar to understand the basic information and usage of

e-banking services provided by SBI bank.

1.12.1.3 Research Objectives Questions

Scholar has chosen the research topic after having in depth analysis

and discussion on the current phase of e-banking services provided by SBI

bank in Pune district. There is a way ahead for the e-banking services

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provided by SBI bank that need to be crawl; scholar has identified all the

causes that are impacting delivery of e-banking amenities.

Scholar has designed this segment of research questionnaire on the

basis of the various questions that are grouped by the key factor that has

impact on the e-banking services. Scholar has chosen Likert type scale

questions for faming the questions.

Scholar has considered factors as follows: Security;

Efficiency/Effectiveness of Service; Infrastructure; Performance.

This section contains total 29 questions which revealed all the

information from the participants about the e-banking services and that are

highly required for the study of the objectives and the testing the hypothesis

mentioned in earlier discussion of this thesis.

Scholar wants to judge the personal opinion of the participant through

these kinds of question. E-Banking services provided by SBI bank are way

ahead from services provided by other public sector bank but at the same

time there is some challenges/obstacle in front of SBI bank. Scholar has taken

this opportunity to find out and represent the same through tis research work.

Questions framed in this are well structured and organized that represent

uniqueness among them.

In general scenario, where participant attempts multiple questions

which are similar in pattern or wording then there is chance of reluctant to

read out the question completely increases. Scholar has taken care while

framing the appropriate questions so that it will not be monotonous and

participant will be able to select most appropriate options.

This is core section of the questionnaire which can be treated as heart

of the research work. Likert scale type questions are most suitable for the

same.

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1.12.1.4 Questionnaire for Manager

Scholar has chosen the research topic after having in depth analysis

and discussion on the current phase of e-banking services provided by SBI

bank in Pune district and it is important to consider the opinion of manager of

SBI bank.

Scholar has designed this separate research questionnaire for the

manager on the basis of the various questions that are grouped by the key

factor that has impact on the e-banking services. Scholar has chosen Likert

type scale questions for faming the questions.

Scholar has considered factors as follows: Security;

Efficiency/Effectiveness of Service; Infrastructure; Performance.

This managerial questionnaire contains total 12 questions which

revealed all the information from the managers about the e-banking services

and that are highly required for the study of the objectives and the testing the

hypothesis mentioned in earlier discussion of this thesis.

Scholar wants to judge the personal opinion of the manager through

these kinds of question. E-Banking services provided by SBI bank are way

ahead from services provided by other public sector bank but at the same

time there is some challenges/obstacle in front of SBI bank. Scholar has taken

this opportunity to find out and represent the same through its research work.

Questions framed in this are well structured and organized that represent

uniqueness among them. In general scenario, where participant attempts

multiple questions which are similar in pattern or wording then there is chance

of reluctant to read out the question completely increases. Scholar has taken

care while framing the appropriate questions so that it will not be monotonous

and participant will be able to select most appropriate options.

This is second questionnaire plays vital role in the selected research

study. Likert scale type questions are most suitable for the same.

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1.13 Ethical Considerations

The scholar have implemented the ethical principles suggested by

Longhurst (2009) and Boeije (2010); informed consent, privacy as well as

confidentiality and anonymity.

1.13.1.1 Informed consent principle:

All respondents were alerted for the study format and standards used,

title, objectives that will be discussed, methodology for data collection,

required time duration (half an hour) for completion of the questionnaire as

well as the presence person who would act as an assistant of a scholar.

Involvement for the completion of questionnaire was extremely voluntary and

the scholar informed to respondents about refusal for any answer or any

question or withdraws from the evaluation process. Scholar has prepared

individual information in English and Marathi (Native Language).

1.13.1.2 Privacy Principal:

Every participant was well aware about the information given by

him/her should be considered as a confidential matter and should be kept

secured. Nevertheless, respondents approved the scholar their written

approval in regard of evidences being provided to external entities for

academic purposes only under the agreement that their identities will remain

anonymous. Scholar has put the note of privacy in footnote of questionnaire.

1.13.1.3 Confidentiality and Anonymity Principal:

Scholar also ensures about the identities of participant would be

presented in an anonymous manner. A Respondent has complete authority

for denial of answer to question or withdraw without explanation. Though,

most respondents ‘voluntary gave their go-ahead to the scholar to disclose

identities if required, but the scholar desire to keep identities as an

anonymous due to ethical considerations.