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CHAPTER – V
PERCEPTION ON INTERNET BANKING AND PROBLEM FACED BY
THE BANK CUSTOMERS
INTRODUCTION
In this chapter an attempt has been made to analyze the customer perception
on internet banking and problem faced by the bank customers.
5.1 PERCEPTION ON INTERNET BANKING
The system that allows deposits and withdrawal of money from a bank
account by using the internet is called internet banking. As the internet is becoming
more and more important in business life, many banks consider it an opportunity to
reduce customer service costs, tighten customer relationship and most importantly
further personalize marketing messages and enable mass customization. The
challenge hereby is to offer communication and information on the right topic in the
right amount and at the right time that fits the customer’s specific needs.
RANK THE FACTORS FOR USE OF NET BANKING BY SAMPLE
RESPONDENTS
TABLE 5.1: OVERALL RANK FOR BANKS FOR INFLUENCING FACTORS
TO USE NET BANKING OF THE RESPONDENTS
Factors Name of the
Bank
No. of
respondents
Mean
Score
Value
Rank
Convenience
SBI 60 391.23 1
Canara 60 224.43 3
IOB 60 214.98 6
IB 60 215.67 5
ICICI 60 223.74 4
HDFC 60 207.35 7
AXIS 60 203.53 8
KVB 60 243.07 2
Total 480
Security
SBI 60 77.78 8
Canara 60 418.9 1
IOB 60 199.91 7
IB 60 220.79 5
ICICI 60 212.07 6
HDFC 60 235.7 3
AXIS 60 223.84 4
166
KVB 60 335.02 2
Total 480
Secrecy
SBI 60 159.27 5
Canara 60 55.68 8
IOB 60 326.47 3
IB 60 265.82 4
ICICI 60 396.47 2
HDFC 60 151.58 6
AXIS 60 151.03 7
KVB 60 417.7 1
Total 480
Prestige
SBI 60 387.28 1
Canara 60 116.12 6
IOB 60 274.63 4
IB 60 105.95 7
ICICI 60 102.05 8
HDFC 60 379.23 2
AXIS 60 364.18 3
KVB 60 194.56 5
Total 480
Accuracy
SBI 60 207.23 4
Canara 60 185.03 6
IOB 60 435.53 1
IB 60 337.53 2
ICICI 60 196.47 5
HDFC 60 177.13 7
AXIS 60 328.16 3
KVB 60 56.93 8
Total 480
Speed
SBI 60 235.25 5
Canara 60 395.57 1
IOB 60 45.62 8
IB 60 379.82 2
ICICI 60 248.5 4
HDFC 60 258.3 3
AXIS 60 128.28 7
KVB 60 232.67 6
Total 480
Accessibility
SBI 60 217.05 6
Canara 60 372.53 2
IOB 60 52.93 8
IB 60 390.92 1
ICICI 60 228.01 4
HDFC 60 226.9 5
AXIS 60 233.48 3
167
KVB 60 202.18 7
Total 480
Timing
SBI 60 203.73 4
Canara 60 369.73 1
IOB 60 182.3 8
IB 60 362.08 2
ICICI 60 198.66 5
HDFC 60 187.2 6
AXIS 60 233.1 3
KVB 60 187.2 7
Total 480
Source: Primary Data
Table 5.1 indicates the mean ranking of each factors ranked by various
respondents from different banks for influencing the factors for use the net banking by
the samples respondents. The banks are ranked based on each factors. The mean
score indicates the level of ranking by various banks on various factors.
Regarding convenience factor influence for use of net banking, SBI ranked
first with 391.23 and followed by KVB (243.07), Canara bank (224.43), ICICI
(223.74), Indian bank (215.67), IOB (214.98), HDFC (207.35) and last rank allocated
to Axis bank (203.53).
Regarding the security factor influence for use of net banking Canara bank
with ranked first 418.9 and followed by KVB (335.02), HDFC (235.7), Axis bank
(223.84), Indian bank (220.79), ICICI (212.07), IOB (199.91) and last rank allocated
to SBI with 77.78 value.
Regarding the secrecy factor influence for use of net banking ,KVB ranked
firstwith 417.7 and followed by ICICI (396.47), IOB (326.47), Indian bank (265.82),
SBI (159.27), HDFC (151.58), Axis bank (151.03) and last rank allocated to Canara
bank (55.68).
Regarding prestige factor influencing the net banking use, SBI bank ranked
first with 387.28 and followed by HDFC (379.23), Axis bank (364.18), IOB (274.63),
KVB (194.56), Canara bank (116.12), Indian bank (105.95) and last rank allocated to
ICICI bank (102.05).
Regarding accuracy factor influencing the net banking use, IOB bank ranked
first with mean rank value 435.53 and followed by Indian bank (337.53), Axis bank
168
(328.16), SBI (207.23), ICICI (196.47), Canara bank (185.03), HDFC bank (177.13)
and last rank allocated to KVB (56.93).
Regarding speed factor influencing the net banking use, Canara bank ranked
first with 395.57 and followed by Indian bank (379.82), HDFC bank (258.3), ICICI
bank (248.5), SBI (235.25), KVB (232.67), Axis bank (128.28) and last rank allocated
to IOB.
Regarding Accessibility factor influencing the net banking use, Indian bank
ranked first with 390.92 and followed by Canara bank (372.53), Axis bank (233.48),
ICICI bank (228.01), HDFC bank (226.9), SBI (217.05), KVB (202.18) and last rank
allocated to IOB (52.93).
Regarding timing factor influencing the net banking use, Canara bank ranked
first with 369.73 and followed by Indian bank (362.08), Axis bank (233.1), SBI
(203.73), ICICI (198.68), HDFC (187.2), KVB (187.2) and last rank allocated to IOB
(182.3).
TABLE 5.2: OVERALL RANK ACROSS BANK – KRUSKAL WALLIS TEST
Factors Chi-square df Asymp. Sig
Convenience 136.785 7 0.00
Security 251.886 7 0.00
Secrecy 399.581 7 0.00
Prestige 373.365 7 0.00
Accuracy 347.442 7 0.00
Speed 328.328 7 0.00
Accessibility 303.701 7 0.00
Timing 185.631 7 0.00
Source: Primary Data
Moreover, the tests of Kruskal Wallis test table 5.2 indicates that the ranks of
various banks on influencing the net bank usage all aspects are significantly
influencing them. The P-value of all the variables are less than 0.05 indicates the
ranks are independent to the various banks for various factors influencing the net
usage.
169
TABLE 5.3: KENDALL’S WA TEST FOR RANKING OF FACTORS
Factors Mean Rank
Convenience 1.32 I
Security 2.39 II
Secrecy 4.46 III
Prestige 5.13 VI
Accuracy 4.48 IV
Speed 4.88 V
Accessibility 6.04 VII
Timing 7.31 VIII
Source: Primary Data
Overall mean of all the variables from convenience to timing are indicated in
table 5.3. The mean rank indicates the overall preference of the sample respondents
for net bank usage. The first choice was convenience factor for net bank usage by the
respondents and followed by second choice was security, third choice was secrecy,
fourth choice was accuracy, fifth choice was speed, sixth choice was prestige, seventh
choice was accessibility and last choice was timing for select the net banking by the
sample respondents.
TABLE 5.4: TEST STATICS
N 480
Kendall’s Wa 0.603
Chi-square 2026.327
Df 7
A symp. Sig 0.000
The Kendall’s was tests indicates the ranking of various factors are significant
with the chi-square value of 2026.327, degree of freedom 7 with the P-value 0.00
(less than 0.05) which is shown in the table 5.4.
170
Opinion About Internet Services/ Application Usage Level
TABLE 5.5: INTERNET SERVICES – ATM USAGE LEVEL OF THE
SAMPLE RESPONDENTS
Name of the bank
ATM Usage level of
Respondents Total
Perception
Score Moderately
high High
Very
High
SBI 0
(0)
10
(16.7)
50
(83.3)
60
(100.0)
410
Canara 0
(0)
10
(16.7)
50
(83.3)
60
(100.0)
410
IOB 0
(0)
12
(20.0)
48
(80.0)
60
(100.0)
408
IB 0
(0)
18
(30.0)
42
(70.0)
60
(100.0)
402
ICICI 5
(8.3)
34
(56.7)
21
(35.0)
60
(100.0)
376
HDFC 3
(5.0)
35
(58.3)
22
(36.7)
60
(100.0)
379
Axis 7
(11.7)
23
(38.3)
30
(50.0)
60
(100.0)
383
KVB 10
(16.7)
18
(30.0)
32
(53.3)
60
(100.0)
382
Total 25 160 295 480 3150
Percentage 5.2 33.3 61.5 100.0 100.0
Source: Primary Data
In Table 5.5 shows that, out of 480 respondents 25 respondents (5.2 per cent)
were accounted moderately high usage of ATM followed by 160 respondents (33.3
per cent) were accounted high usage of ATM and 295 respondents ( 61.5 per cent)
were accounted very high level usage of ATM. Regarding Bank wise usage of ATM,
SBI &Canara bank accounted for highest perception score of 410 and followed by
IOB (408), IB (402), Axis bank (383), KVB (382), HDFC (379) and last perception
score accounted for ICICI Bank with 376 score. Total perception score for ATM
usage level of respondents was 3150.
171
TABLE 5.6: INTERNET SERVICES ELECTRONIC CLEARING SYSTEM
USAGE LEVEL OF THE SAMPLE RESPONDENTS
Name of the
bank
ECS Usage level of Respondents
Total
Perception
Score Very
Low Low
Moder-ately
Low
Neither low nor
high
Moderately
high
High
SBI 17
(28.3)
26
(43.3)
17
(28.3)
0
(0)
0
(0)
0
(0)
60
(100.0)
120
Canara 1
(1.7)
10
(16.7)
13
(21.7)
16
(26.7)
20
(33.3)
0
(0)
60
(100.0)
224
IOB 17
(28.3)
34
(56.7)
5
(8.3)
4
(6.7)
0
(0)
0
(0)
60
(100.0)
116
IB 37
(61.7)
20
(33.3)
2
(3.3)
1
(1.7)
0
(0)
0
(0)
60
(100.0)
87
ICICI 0
(0)
5
(8.3)
13
(21.7)
25
(41.7)
17
(28.3)
0
(0)
60
(100.0)
234
HDFC 0
(0)
1
(1.7)
0
(0)
29
(48.3)
22
(36.7)
8
(13.3)
60
(100.0)
276
Axis 0
(0)
16
(26.7)
25
(41.7)
13
(21.7)
6
(10.0)
0
(0)
60
(100.0)
189
KVB 17
(28.3)
37
(61.7)
5
(8.3)
1
(1.7)
0
(0)
0
(0)
60
(100.0)
110
Total 89 149 80 89 65 8 480 1356
Percent 18.5 31.0 16.7 18.5 13.5 1.7 100
Source: Primary Data
Table 5.6 shows that, out of 480 respondents 89 respondents 18.5percent were
accounted very low usage of ECS and followed by 149 respondents (31.0 percent)
were accounted low usage of ECS, 80 respondents(16.7 percent) were accounted
moderately low usage of ECS, 89 respondents (18.5 percent) were accounted for
neither low nor high usage of ECS, 65 respondents (13.5 percent) were accounted for
moderately high usage and 8 respondents (1.7 percent) were accounted for high level
of usage of ECS. Regarding Bank wise usage of ECS, highest score accounted for
HDFC bank with 276 value and followed by ICICI (234), Canara (224), Axis (189),
SBI (120), IOB (116), KVB (110) and last score accounted for Indian bank (87). The
total perception score for ECS usage level of respondents was 1356.
172
TABLE 5.7: INTERNET SERVICES ELECTRONIC FUND TRANSFER
USAGE LEVEL OF THE SAMPLE RESPONDENTS
Name of
the bank
EFT Usage level of Respondents
Perce
ption
Score Very
Low Low
Mode-
rately
Low
Neither
low
nor
high
Mode
rately
high
High
Total
SBI 18
(30.0)
42
(70.0)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
102
Canara 1
(1.7)
19
(31.7)
40
(66.7)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
159
IOB 25
(41.7)
35
(58.3)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
95
IB 28
(46.7)
30
(50.0)
2
(3.3)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
94
ICICI 0
(0.0)
1
(1.7)
3
(5.0)
0
(0.0)
28
(46.7)
28
(46.7)
60
(100.0)
319
HDFC 0
(0.0)
1
(1.7)
3
(5.0)
8
(13.3)
20
(33.3)
28
(46.7)
60
(100.0)
311
Axis 0
(0.0)
18
(30.0)
26
(43.3)
8
(13.3)
8
(13.3)
0
(0.0)
60
(100.0)
186
KVB 26
(43.3)
34
(56.7)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
94
Total 98 180 74 16 56 56 480 1360
Percent 20.4 37.5 15.4 3.3 11.7 11.7 100
Source: Primary Data
Table 5.7 shows that, out of 480 respondents 98 respondents (20.4 percent)
were accounted for very low usage of EFT and followed by 180 respondents (37.5
percent) were accounted for low usage, 74 respondents (15.4 percent) were accounted
for moderate low usage, 16 respondents (3.3 percent) were accounted for neither low
nor high usage, 56 respondents (11.7 percent) were accounted for moderate high
usage and last 56 respondents (11.7 percent) were accounted for high usage of EFT.
Regarding bank wise usage level of Electronic Fund Transfer, highest score accounted
for ICICI bank with 319 score and followed by HDFC (311), Axis bank (186), Canara
bank (159), SBI (102), IOB (95), KVB (94) and last Indian bank with perception
score of 94. The total perception score for EFT usage level of respondent was 1360.
173
TABLE 5.8: INTERNET SERVICES-ENQUIRY ABOUT BANKING
SERVICES USAGE LEVEL OF SAMPLE RESPONDENTS
Enquiry About Banking Services Usage Level
Total
Perce
ption
Score
Name
of the
bank
Very
Low Low
Mode
rately
Low
Neither
low nor
high
Moder
ately
high
High Very
High
SBI 4
(6.7)
16
(26.7)
32
(53.3)
4
(6.7)
4
(6.7)
0
(0.0)
0
(0.0)
60
(100.0)
168
Canara 0
(0.0)
6
(10.0)
6
(10.0)
4
(6.7)
32
(53.3)
12
(20.0)
0
(0.0)
60
(100.0)
278
IOB 1
(1.7)
2
(3.3)
1
(1.7)
0
(0.0)
16
(26.7)
40
(66.7)
0
(0.0)
60
(100.0)
328
IB 4
(6.7)
25
(41.7)
7
(28.3)
1
(1.7)
9
(15.0)
4
(6.7)
0
(0.0)
60
(100.0)
178
ICICI 0
(0.0)
0
(0.0)
0
(0.0)
1
(1.7)
27
(45.0)
20
(33.3)
12
(20.0)
60
(100.0)
343
HDFC 0
(0.0)
0
(0.0)
0
(0.0)
12
(20.0)
31
(51.7)
17
(28.3)
0
0.0)
60
(100.0)
305
Axis 0
(0.0)
0
(0.0)
0
(0.0)
12
(20.0)
30
(50.0)
14
(23.3)
4
(6.7)
60
(100.0)
310
KVB 0
(0.0)
16
(26.7)
24
(40.0)
8
(13.3)
8
(13.3)
4
(6.7)
0
(0.0)
60
(100.0)
200
Total 9 65 80 42 157 111 16 480 2110
Percent 1.9 13.5 16.7 8.8 32.7 23.1 3.3 100
Source: Primary Data
Table 5.8 shows that, out of 480 respondents 9 respondents (1.9 percent) were
accounted for very low usage of enquiry about banking services and followed by 65
respondents (13.5 percent) were accounted for low usage, 80 respondents
(16.7percent) were accounted for moderately low usage, 42 respondents (8.8 percent)
were accounted for neither low nor high usage, 157 respondents (32.7 percent) were
accounted for moderate high usage, 111 respondents (23.1 percent) were accounted
for high usage and last 16 respondents (3.3 percent) were accounted for very high
usage of enquiry about banking services by the sample respondents. Regarding bank
wise usage level of enquiry about banking services, highest score accounted for ICICI
bank with 343 score and followed by IOB (328), Axis bank (310), HDFC (305),
Canara bank (278), KVB (200), Indian bank (178) and last score accounted for SBI
with 168 score. The total perception score of usage of enquiry about banking services
was 2110.
174
TABLE 5.9: INTERNET SERVICES – CREDIT CARD USAGE LEVEL OF
SAMPLE RESPONDENTS
Name
of the
bank
Credit Card Usage Level
Total
Perce
ption
Score Very
Low Low
Mode
rately
Low
Neither
low
nor
high
Mode
rately
high
High Very
High
SBI 8
(13.3)
34
(56.7)
18
(30.0)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
130
Canara 1
(1.7)
6
(10.0)
45
(75.0)
8
(13.3)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
180
IOB 1
(1.7)
14
(23.3)
41
(68.3)
4
(6.7)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
168
IB 20
(33.3)
34
(56.7)
6
(10.0)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
106
ICICI 0
(0.0)
0
(0.0)
3
(5.0)
1
(1.7)
16
(26.7)
20
(33.3)
20
(33.3)
60
(100.0)
353
HDFC 8
(13.3)
33
(55.0)
19
(31.7)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
131
Axis 0
(0)
4
(6.7)
3
(5.0)
9
(15.0)
28
(46.7)
16
(26.7)
0
(0.0)
60
(100.0)
289
KVB 4
(6.7)
18
(30.0)
33
(55.0)
1
(1.7)
0
(0.0)
4
(6.7)
0
(0.0)
60
(100.0)
167
Total 42 143 168 23 44 40 20 480 1482
Percent 8.8 29.8 35.0 4.8 9.2 8.3 4.2 100.0
Source: Primary Data
Table 5.9 shows that, out of 480 respondents 42 respondents (8.8 percent)
were used very low usage of credit card and followed by 143 respondents (29.8
percent) were accounted for low usage, 168 respondents (35.0 percent) were
accounted for moderate low usage, 23 respondents (4.8 percent) were accounted for
neither low nor high usage, 44 respondents (9.2 percent) were accounted for moderate
high usage, 40 respondents (8.3 percent) were accounted for high usage and last 20
respondents (4.2 percent) were accounted for very high usage of credit card.
Regarding bank wise usage of credit card, highest score accounted for ICICI bank
with 353 score and followed by Axis bank (289), Canara bank (180), IOB (168), KVB
(167), HDFC (131), SBI (130) and last score accounted for Indian bank with 106
score. The total perception score of sample respondents regarding credit card usage
was 1482.
175
TABLE 5.10: INTERNET SERVICES – DEMAND DRAFT USAGE
LEVEL OF SAMPLE RESPONDENTS
Name of the
bank
Demand Draft Usage Level Total
Perception
Score High Very High
SBI 8
(13.3)
52
(86.7)
60
(100.0)
412
Canara 8
(13.3)
52
(86.7)
60
(100.0)
412
IOB 10
(16.7)
50
(83.3)
60
(100.0)
410
IB 8
(13.3)
52
(86.7)
60
(100.0)
412
ICICI 0
(0.0)
60
(100.0)
60
(100.0)
420
HDFC 10
(16.7)
50
(83.3)
60
(100.0)
410
Axis 8
(13.3)
52
(86.7)
60
(100.0)
412
KVB 8
(13.3)
52
(86.7)
60
(100.0)
412
Total 60 420 480 3300
Percentage 12.5 87.5 100.0
Source: Primary Data
Table 5.10 shows that, out of 480 respondents 420 respondents (87.5 percent)
were used very high level of Demand Draft Services and 60 respondents (12.5
percent) were used high level usage of demand draft services. Regarding bankwise
usage of demand draft highest score was accounted for ICICI bank with 420 score and
followed by SBI, Canara, IB, Axis, KVB (412 score each bank) and last score
accounted for HDFC & IOB with 410 score. The total perception score of usage level
of demand draft internet services accounted was 3300.
176
TABLE 5.11: INTERNET SERVICES – BILL OF PAYMENT USAGE LEVEL
OF THE SAMPLE RESPONDENTS
Name of the bank
Bill of Payment Usage level
Total Perception
Score Low Moderately
Low
SBI 26
(43.3)
34
(56.7)
60 154
Canara 17
(28.3)
43
(71.7)
60 163
IOB 17
(28.3)
43
(71.7)
60 163
IB 17
(28.3)
43
(71.7)
60 163
ICICI 17
(28.3)
43
(71.7)
60 163
HDFC 22
(36.7)
38
(63.3)
60 158
Axis 17
(28.3)
43
(71.7)
60 163
KVB 17
(28.3)
43
(71.7)
60 163
Total 150 330 480 1290
Percentage 31.2 68.8 100.0
Source: Primary Data
Table 5.11 shows that, out of 480 respondents 150 respondents (31.2 percent)
were accounted for low usage of Bill of Payment and 330 respondents (68.8 percent)
were accounted for moderate low usage of Bill of Payment internet services.
Regarding bank wise usage level, the score value of 163 for Canara, IOB, IB, ICICI,
Axis and KVB. The score value of 158 for HDFC bank and score value of 154 for
SBI. The total perception score of usage of Bill of payment for all banks was 1290.
177
TABLE 5.12: INTERNET SERVICES DEMAT SHARE USAGE LEVEL OF
THE SAMPLE RESPONDENTS
Name of
the bank
Usage level of Demat Share
Total Perception
Score Very
Low Low
Moder-
ately
Low
Neither
low
nor
high
Moderately
high
SBI 13
(21.7)
47
(78.3)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
107
Canara 9
(15.0)
31
(51.7)
20
(33.3)
0
(0.0)
0
(0.0)
60
(100.0)
131
IOB 13
(21.7)
19
(31.7)
20
(33.3)
4
(6.7)
4
(6.7)
60
(100,0)
147
IB 9
(15.0)
23
(38.3)
12
(20.0)
8
(13.3)
8
(13.3)
60
(100.0)
163
ICICI 5
(8.3)
15
(25.0)
16
(26.7)
12
(20.0)
12
(20.0)
60
(100.0)
191
HDFC 12
(20.0)
17
(28.3)
23
(38.3)
4
(6.7)
4
(6.7)
60
(100.0)
151
Axis 8
(13.3)
22
(36.7)
14
(23.3)
8
(13.3)
8
(13.3)
60
(100.0)
166
KVB 5
(8.3)
14
(23.3)
17
(28.3)
12
(20.0)
12
(20.0)
60
(100.0)
192
Total 74 188 122 48 48 480 1248
Percentage 15.4 39.2 25.4 10.0 10.0 100.0
Source: Primary Data
Table 5.12 shows that, out of 480 respondents 74 respondents (15.4 percent)
were accounted for very low usage of demat share and 188 respondents (39.2 per
cent) for low usage, 122 respondents (25.4 per cent) for moderate low usage, 48
respondents (10.0 percent) for neither low nor high usage and 48 respondents were
accounted (10.0 percent) for moderate high usage of demat share service. Regarding
bank wise usage perception score, highest score was accounted for KVB (192) and
followed by ICICI (191), Axis bank (166), IB (163), HDFC (151), IOB (147), Canara
bank (131) and last score accounted for SBI (107). The total perception score was
accounted for usage of Demat share was 1248.
Regarding internet service usage perception level of the respondents highest
score was accounted for ATM and demand draft and followed by enquiry about
banking service, credit card, Electronic fund transfer, Electronic clearing system, Bill
of payment and least score was accounted for Demat share.
178
Opinion About Internet Services/Application –Satisfaction Level
TABLE 5.13: INTERNET SERVICES – ATM SATISFACTION LEVEL OF
THE SAMPLE RESPONDENTS
Name of
the bank
ATM- Satisfaction Level
Total Perception
Score Moderately
high High
Very
High
SBI 9
(15.0)
22
(36.7)
29
(48.3)
60
(100.0)
380
Canara 7
(11.7)
22
(36.7)
31
(51.7)
60
(100.0)
384
IOB 8
(13.3)
23
(38.3)
29
(48.3)
60
(100,0)
381
IB 9
(15.0)
23
(38.3)
28
(46.7)
60
(100.0)
379
ICICI 6
(10.0)
31
(51.7)
23
(38.3)
60
(100.0)
377
HDFC 9
(15.0)
25
(41.7)
26
(43.3)
60
(100.0)
377
Axis 12
(20.0)
23
(38.3)
25
(41.7)
60
(100.0)
373
KVB 9
(15.0)
26
(43.3)
25
(41.7)
60
(100.0)
376
Total 69 195 216 480 3027
Percentage 14.4 40.6 45.0 100.0
Source: Primary Data
From the above table 5.13, it is found that 216 respondents (45 percent) had
very high satisfaction, 195 respondents (40.6 percent) had high satisfaction, and 69
respondents (14.4 percent) had moderate high level satisfaction with ATM services.
Regarding bank wise satisfaction score, highest score was accounted for Canara bank
with 384 score and followed by IOB (381), SBI (380), IB (379), ICICI (377), HDFC
(377), KVB (376) and last score was accounted for Axis bank with 373 score. The
total perception score for ATM satisfaction of the sample respondents was 3027.
179
TABLE 5.14: INTERNET SERVICES ELECTRONIC CLEARING SYSTEM
SATISFACTION LEVEL OF THE SAMPLE RESPONDENTS
Name of
the bank
ECS Satisfaction level
Total Perception
Score Very
Low Low
Moder-
ately
Low
Neither
low
nor
high
Moderately
high
SBI 17
(28.3)
30
(50.0)
13
(21.7)
0
(0.0)
0
(0.0)
60
(100.0)
116
Canara 5
(8.3)
10
(16.7)
13
(21.7)
12
(20.0)
20
(33.3)
60
(100.0)
212
IOB 26
(43.3)
34
(56.7)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100,0)
94
IB 41
(68.3)
18
(30.0)
1
(1.7)
0
(0.0)
0
(0.0)
60
(100.0)
80
ICICI 0
(0.0)
5
(8.3)
13
(21.7)
17
(28.3)
25
(41.7)
60
(100.0)
242
HDFC 0
(0.0)
0
(0.0)
1
(1.7)
37
(61.7)
22
(36.7)
60
(100.0)
261
Axis 0
(0.0)
16
(26.7)
21
(35.0)
17
(28.3)
6
(10.0)
60
(100.0)
193
KVB 18
(30.0)
38
(63.3)
4
(6.7)
0
(0.0)
0
(0.0)
60
(100.0)
106
Total 107 151 66 83 73 480 1304
Percentage 22.3 31.5 13.8 17.3 15.2 100.0
Source: Primary Data
From the above table 5.14 it is found that 107 respondents (22.3 percent) had
very low level satisfaction, 151 respondents (31.5 percent) had low level satisfaction,
66 respondents (13.8 percent) had moderate low level satisfaction, 83 respondents
(17.3 percent) had neither low nor high level satisfaction, 73 respondents (15.2
percent) had moderate high level satisfaction regarding Electronic Clearing System.
Regarding bank wise perception score satisfaction of ECS, highest score was
accounted for HDFC bank with 261 score and followed by ICICI (242), Canara (212),
Axis bank (193), SBI (116), KVB (106), IOB (94) and last score accounted for Indian
bank with 80 score of satisfaction of ECS services. The total perception score for
ECS satisfaction level of the sample respondents was 1304.
180
TABLE 5.15: INTERNET SERVICES ELECTRONIC FUND TRANSFER
SATISFACTION LEVEL OF THE SAMPLE RESPONDENTS
Name
of the bank
EFT Satisfaction Level
Total
Perce
ption Score
Very
Low Low
Mode rately Low
Neither low nor
high
Mode rately high
High
SBI 13
(21.7)
47
(78.3)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
107
Canara 9
(15.0)
27
(45.0)
24
(40.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
135
IOB 33
(55.0)
27
(45.0)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100,0)
87
IB 29
(48.3)
19
(31.7)
0
(0.0)
0
(0.0)
4
(6.7)
8
(13.3)
60
(100.0)
135
ICICI 0
(0.0)
2
(3.3)
2
(3.3)
0
(0.0)
28
(46.7)
28
(46.7)
60
(100.0)
318
HDFC 0
(0.0)
5
(8.3)
3
(5.0)
8
(13.3)
28
(46.7)
16
(26.7)
60
(100.0)
287
Axis 13
(21.7)
22
(36.7)
13
(21.7)
8
(13.3)
4
(6.7)
0
(0.0)
60
(100.0)
148
KVB 15
(25.0)
37
(61.7)
8
(13.3)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
113
Total 112 186 50 16 64 52 480 1330
Percent 23.3 38.8 10.4 3.3 13.3 10.8 100.0
Source: Primary Data
From the above table 5.15, it is found that 112 respondents (23.3 percent) had
very low level satisfaction, 186 respondents (38.8 percent) had low level satisfaction
50 respondents (10.4 percent) had moderate low level satisfaction, 16 respondents
(3.3 percent) had neither low nor high level of satisfaction, 64 respondents (13.3
percent) had moderate high satisfaction and 52 respondents (10.8 percent) had high
level satisfaction regarding Electronic Fund transfer (EFT) internet services.
Regarding bank wise perception score level of satisfaction, highest score was
accounted for ICICI with 318 score and followed by HDFC (287), Axis ban (148),
Indian bank (135), Canara bank (135), KVB (113), SBI (107) and last score accounted
for Indian Overseas bank with 87 score. The overall perception score for EFT
satisfaction level was 1330.
181
TABLE 5.16: INTERNET SERVICES ENQUIRY ABOUT BANKING
SERVICES SATISFACTION OF THE SAMPLE RESPONDENTS
Name
of the
bank
Enquiry about Banking Service Satisfaction
Level
Total
Perce
ption
Score Very
Low Low
Mode
ratel
y
Low
Neither
low
nor
high
Mode
Rately
high
High
SBI 4
(6.7)
12
(20.0)
44
(73.3)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
160
Canara 0
(0.0)
8
(13.3)
4
(6.7)
4
(6.7)
24
(40.0)
20
(33.3)
60
(100.0)
284
IOB 1
(1.7)
2
(3.3)
1
(1.7)
0
(0.0)
12
(20.0)
44
(73.3)
60
(100,0)
332
IB 24
(40.0)
22
(36.7)
1
(1.7)
0
(0.0)
9
(15.0)
4
(6.7)
60
(100.0)
140
ICICI 0
(0.0)
1
(1.7)
0
(0.0)
1
(1.7)
33
(55.0)
25
(41.7)
60
(100.0)
321
HDFC 0
(0.0)
0
(0.0)
0
(0.0)
8
(13.3)
27
(45.0)
25
(41.7)
60
(100.0)
317
Axis 8
(13.3)
28
(46.7)
12
(20.0)
8
(13.3)
1
(1.7)
3
(5.0)
60
(100.0)
155
KVB 20
(33.3)
36
(60.0)
0
(0.0)
0
(0.0)
0
(0.0)
4
(6.7)
60
(100.0)
116
Total 57 109 62 21 106 125 480 1825
Percent 11.9 22.7 12.9 4.4 22.1 26.0 100.0
Source: Primary Data
From the above table 5.16, it is found that 57 respondents (11.9 percent) had
very low satisfaction, 109 respondents (22.7 percent) had low level satisfaction, 62
respondents (12.9 percent) had moderate low level satisfaction, 21 respondents (4.4
percent) had neither low nor high level satisfaction, 106 respondents (22.1 percent)
had moderate high level satisfaction and 125 respondents (26.0 percent) had with high
level satisfaction regarding enquiry about banking internet services. Regarding bank
wise perception score satisfaction of enquiry about banking services, highest score
was accounted for IOB with 332 score and followed by ICICI (321), HDFC (317),
Canara bank (284), SBI (160), Axis bank (155), Indian bank (140) and last score
accounted for KVB with 116 score. The total perception score of enquiry about
internet banking services was 1825.
182
TABLE 5.17: INTERNET SERVICES CREDIT CARD SATISFACTION OF
THE SAMPLE RESPONDENTS
Name
of the
bank
Credit Card Satisfaction Level
Total
Perce
ption
Score Very
Low Low
Moder-
ately
Low
Neither
low
nor
high
Mode
rately
high
High Very
High
SBI 4
(6.7)
25
(41.7)
31
(51.7)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
147
Canara 4
(6.7)
17
(28.3)
31
(51.7)
8
(13.3)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100.0)
163
IOB 1
(1.7)
15
(25.0)
36
(60.0)
8
(13.3)
0
(0.0)
0
(0.0)
0
(0.0)
60
(100,0)
171
IB 5
(8.3)
26
(43.3)
13
(21.7)
0
(0.0)
8
(13.3)
8
(13.3)
0
(0.0)
60
(100.0)
184
ICICI 0
(0.0)
2
(3.3)
2
(3.3)
0
(0.0)
28
(46.7)
20
(33.3)
8
(13.3)
60
(100.0)
326
HDFC 4
(6.7)
24
(40.0)
7
(11.7)
5
(8.3)
12
(20.0)
4
(6.7)
4
(6.7)
60
(100.0)
205
Axis 0
(0.0)
5
(8.3)
6
(10.0)
9
(15.0)
24
(40.0)
12
(20.0)
4
(6.7)
60
(100.0)
284
KVB 0
(0.0)
13
(21,7)
25
(41.7)
14
(23.3)
8
(13.3)
0
(0.0)
0
(0.0)
60
(100.0)
197
Total 18 127 151 44 80 44 16 480 1677
Percent 3.8 26.5 31.5 9.2 16.7 9.2 3.3 100.0
Source: Primary Data
From the above table 5.17, it is found that 18 respondents (3.8 percent) were
satisfied with very low satisfaction, 127 respondents (26.5 percent) were satisfied
with low satisfaction, 151 respondents (31.5 percent) were satisfied with moderate
low satisfaction, 44 respondents (9.2 percent) were satisfied with neither low nor high
satisfaction, 80 respondents (16.7 percent) were satisfied with moderate high level
satisfaction, 44 respondents (9.2 percent) were satisfied with high level satisfaction,
and 16 respondents (3.3 percent) were satisfied with very high satisfaction regarding
credit card internet services. Regarding bank wise perception score of credit card
satisfaction, the highest score was accounted for ICICI with 326 score and followed
by Axis bank (284), HDFC (205), KVB (197), IB (184), IOB (171), Canara bank
(163) and last score accounted for SBI with 147 score. The overall perception score
for Credit card satisfaction of the sample respondents was 1677.
183
TABLE 5.18: INTERNET SERVICES DEMAND DRAFT / MAIL TRANSFER
SATISFACTION OF THE SAMPLE RESPONDENTS
Name
of the
bank
DD / Mail Transfer Satisfaction Level
Total
Perce
ption
Score Very
Low Low
Mode
rately
Low
Neither
low
nor
high
Mode
rately
high
High Very
High
SBI 0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
4
(6.7)
56
(93.3)
60
(100.0)
416
Canara 0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
12
(20.0)
48
(80.0)
60
(100.0)
408
IOB 0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
8
(13.3)
52
(86.7)
60
(100,0)
412
IB 16
(26.7)
28
(46.7)
0
(0.0)
0
(0.0)
0
(0.0)
6
(10.0)
10
(16.7)
60
(100.0)
178
ICICI 0
(0.0)
0
(0.0)
0
(0.0)
0
(0.0)
20
(33.3)
17
(28.3)
23
(38.3)
60
(100.0)
363
HDFC 0
(0.0)
0
(0.0)
0
(0.0)
4
(6.7)
4
(6.7)
1
(1.7)
51
(85.0)
60
(100.0)
399
Axis 0
(0.0)
4
(6.7)
4
(6.7)
4
(6.7)
24
(40.0)
20
(33.3)
4
(6.7)
60
(100.0)
304
KVB 4
(6.7)
20
(33.3)
32
(53.3)
0
(0.0)
0
(0.0)
0
(0.0)
4
(6.7)
60
(100.0)
168
Total 20 52 36 8 48 68 248 480 2648
percent
4.2 10.8 7.5 1.7 10.0 14.2 51.7 100.0
Source: Primary Data
From the above table 5.18, it is found that, 20 respondents (4.2 percent) were
satisfied with very low satisfaction, 52 respondents (10.8 percent) were satisfied with
low satisfaction, 36 respondents (7.5 percent) were satisfied with moderate low level
satisfaction, 8 respondents (1.7 percent) were satisfied with neither low nor high level
satisfaction, 48 respondent (10.0 percent) were satisfied with moderate high level
satisfaction, 68 respondents (14.2 percent) were satisfied with high satisfaction and
248 respondents (51.7 percent) were satisfied with very high level satisfaction
regarding DD / mail transfer internet services. Regarding bank wise perception score
satisfaction of DD / mail transfer services, the highest score accounted for SBI with
416 and followed by IOB (412), Canara bank (408), HDFC (399), ICICI (363), Axis
bank (304), IB (178) and last score accounted for Karur Vysya bank with 168 score.
The total perception score for DD / mail transfer internet services was 2648.
184
TABLE 5.19: INTERNET SERVICES BILL OF PAYMENT SATISFACTION
OF THE SAMPLE RESPONDENTS
Name of
the bank
Bill of Payment Satisfaction Level
Total Perception
Score Neither low
nor high
Moderately
high High
Very
High
SBI 27
(45.0)
33
(55.0)
0
(0.0)
0
(0.0)
60
(100.0)
273
Canara 22
(36.7)
38
(63.3)
0
(0.0)
0
(0.0)
60
(100.0)
278
IOB 21
(35.0)
39
(65.0)
0
(0.0)
0
(0.0)
60
(100,0)
279
IB 5
(8.3)
7
(11.7)
8
(13.3)
40
(66.7)
60
(100.0)
383
ICICI 1
(1.7)
3
(5.0)
0
(0.0)
56
(93.3)
60
(100.0)
411
HDFC 14
(23.3)
22
(36.7)
0
(0.0)
24
(40.0)
60
(100.0)
334
Axis 1
(1.7)
3
(5.0)
12
(20.0)
44
(73.3)
60
(100.0)
399
KVB 2
(3.3)
2
(3.3)
4
(6.7)
52
(86.7)
60
(100.0)
406
Total 93 147 24 216 480 2763
Percentage 19.4 30.6 5.0 45.0 100.0
Source: Primary Data
From the above table 5.19, it is found that 93 respondents (19.4 percent) were
satisfied with neither low nor high satisfaction level of bill of payment internet
services, 147 respondents (30.6 percent) were satisfied with moderate high level
satisfaction, 24 respondents (5.0 percent) were satisfied with high level satisfaction,
and 216 respondents (45.0 percent) were satisfied with very high level satisfaction
regarding bill of payment internet services. Regarding bank wise satisfaction score of
bill of payment of the respondents, highest score was accounted to ICICI bank with
411 score and followed by KVB (406), Axis bank (399), IB (383), HDFC (334), IOB
(279), Canara bank (278) and last score accounted for SBI with 273. The total score
for bill of payment satisfaction was accounted for 2763.
185
TABLE 5.20: INTERNET SERVICES, DEMAT SHARE SATISFACTION
OF THE SAMPLE RESPONDENTS
Name
of the
bank
Demat Share Satisfaction Level
Total
Perce
ption
Score Very
Low Low
Mode
rately
Low
Neither
low
nor
high
Mode
rately
high
SBI 7
(11.7)
28
(46.7)
14
(23.3)
5
(8.3)
6
(10.0)
60
(100.0)
155
Canara 12
(20.0)
25
(41.7)
17
(28.3)
4
(6.7)
2
(3.3)
60
(100.0)
139
IOB 9
(15.0)
24
(40.0)
16
(26.7)
5
(8.3)
6
(10.0)
60
(100,0)
155
IB 7
(11.7)
21
(35.0)
15
(25.0)
8
(13.3)
9
(15.0)
60
(100.0)
171
ICICI 9
(15.0)
26
(43.3)
17
(28.3)
5
(8.3)
3
(5.0)
60
(100.0)
147
HDFC 8
(13.3)
22
(36.7)
19
(31.7)
5
(8.3)
6
(10.0)
60
(100.0)
159
Axis 10
(16.7)
28
(46.7)
15
(25.0)
4
(6.7)
3
(5.0)
60
(100.0)
142
KVB 9
(15.0)
29
(48.3)
20
(33.3)
1
(1.7)
1
(1.7)
60
(100.0)
136
Total 71 203 133 37 36 480 1204
Percent 14.8 42.3 27.7 7.7 7.5 100.0
Source: Primary Data
From the above table 5.20, it is found that 71 respondents (14.8 percent) had
very low satisfaction, 203 respondents (42.3 percent) had low satisfaction, 133
respondents (27.7 percent) had moderate low level satisfaction, 37 respondents (7.7
percent) neither low nor high level of satisfaction and 36 respondents (7.5 percent)
had moderate high level of satisfaction regarding Demat Share internet services.
Regarding bank wise Demat share satisfaction score, highest score was accounted for
Indian bank with 171 score and followed by HDFC (159), SBI (155), IOB (155),
ICICI (147), Axis bank (142), Canara bank (139) and last score accounted for
KarurVysya bank with 136 score. The total score for satisfaction of the respondents
regarding demat share internet services was 1204.
Regarding Internet Services Satisfaction Perception level of respondents
highest score was accounted for ATM and followed by bill of payment, demand draft,
186
enquiry about banking service, credit card, electronic fund transfer, Electronic
clearing system and least score was accounted for demat share .
Opinion About Internet Services/ Application –Recommendation
Regarding opinion about Internet services- Recommendation from “ATM” to
“Demat share” services, all sample respondents recommended the Internet services
from” ATM” to “Demat share” except credit card service. Only in credit card service
the respondents recommendation were low.
TABLE 5.21:INTERNET SERVICES CREDIT CARD RECOMMENDATION
OF THE SAMPLE RESPONDENTS
Name of the
Bank
Credit Card Recommendation
Yes Recommended No Not Recommended
No. of
Respondents Percent
No. of
Respondents Percent
SBI 12 20.0 48 80.0
Canara 12 20.0 48 80.0
IOB 14 23.3 46 76.7
IB 17 28.3 43 71.7
ICICI 53 88.3 7 11.7
HDFC 17 28.3 43 71.7
Axis 21 35.0 39 65.0
KVB 21 35.0 39 65.0
Total 167 34.8 313 65.2
Source: Primary Data
From the above table 5.21, it is found that, out of 480 respondents 167
respondents (34.8 percent) were recommended the credit card services and remaining
313 respondents (65.2 percent) were not recommended the credit card services.
Regarding bank wise recommendation of credit card services, more no of respondents
53 persons (88.3 percent) were recommended belongs to ICICI bank and followed by
Axis bank, with 21 respondents (35 percent), KVB with 21 respondents (35 percent),
IB with 17 respondents (28.3 percent), HDFC with 17 respondents (28.3 percent),
IOB with 14 respondents (23.3 percent), and least no of respondents 12 persons each
(20 percent) recommendation belongs to Canara bank and SBI.
187
REASON FOR NOT USING THE INTERNET SERVICES
TABLE 5.22: INTERNET SERVICES ELECTRONIC CLEARING SYSTEM –
REASON FOR NOT USING THE SERVICE BY SAMPLE RESPONDENTS
Name of the
Bank
Reason for Not Use ECS Comfortable
in Use Total Lack of
Information Lack of
Necessity Lack of Facility
Lack of Opportunity
No % No % No % No % No % No % SBI 23 38.3 32 53.3 4 6.7 1 1.7 0 0.0 60 100.0
Canara 38 63.3 2 3.3 0 0.0 0 0.0 20 33.3 60 100.0
IOB 44 73.3 13 21.7 2 3.3 1 1.7 0 0.0 60 100.0
IB 41 68.3 16 26.7 2 3.3 1 1.7 0 0.0 60 100.0
ICICI 42 70.0 1 1.7 0 0.0 0 0.0 17 28.3 60 100.0
HDFC 30 50.0 0 0.0 0 0.0 0 0.0 30 50.0 60 100.0
Axis 54 90.0 0 0.0 0 0.0 0 0.0 6 10.0 60 100.0
KVB 30 50.0 10 16.7 14 23.3 4 6.7 2 3.3 60 100.0
Total 302 62.9 74 15.4 22 4.6 7 1.5 75 15.6 480 100.0
Source: Primary Data
From the above table 5.22, it is found that out of 480 respondents 302
respondents (62.9 percent) were not used ECS due to lack of information and
followed by 74 respondents (15.4 percent) were not used ECS due to lack of
necessity, 22 respondents (4.6 percent) were not used ECS due to lack of facility and
7 respondents (1.5 percent) were not used ECS due to lack of opportunity and
remaining 75 respondents (15.6 percent) were comfortable in use of ECS internet
services. Regarding bank wise reason for not use ECS, in SBI bank out of 60
respondents 23 respondents were not used ECS due to lack of information, 32
respondents were not used ECS due to lack of necessity, 4 respondents were not used
ECS due to lack of facility and one respondent was not used ECS due to lack of
opportunity.
Regarding Canara bank customers, 38 respondents were not used ECS due to
lack of information and followed by 2 respondents were not used ECS due to lack of
necessity and remaining 20 respondents were comfortable in use of ECS.
Regarding IOB customers, 44 respondents (73.3 percent) were not used ECS
due to lack of information and followed by 13 respondents (21.7 percent) were not
used ECS due to lack of necessity and 2 respondents (3.3 percent) were not used ECS
188
due to lack of facility and one respondent was not used ECS due to lack of
opportunity.
Regarding Indian bank customers, 41 respondents (68.3 percent) were not
used ECS due to lack of information and followed by 16 respondents (26.7 percent)
were not used ECS due to lack of necessity, 2 respondents (3.3 percent) were not used
ECS due to lack of facility and one respondent (1.7 percent) was not used ECS due to
lack of opportunity.
Regarding ICICI bank customers, 42 respondents (70.0 percent) were not used
ECS due to lack of information and followed by 1 respondent (1.7 percent) was not
used ECS due to lack of necessity and 17 respondents (28.3 percent) were
comfortable in use of Electronic Clearing System.
Regarding HDFC, 30 respondents (50.0 percent) were not used ECS due to
lack of information and 30 respondents (50.0 percent) were comfortable in use the
ECS.
Regarding Axis bank customers, 54 respondents (90.0 percent) were not used
ECS due to lack of information and 6 respondents (10.0 percent) were comfortable in
use of ECS.
Regarding KVB customers, 30 respondents (50.0 percent) were not used ECS
due to lack of information and followed by 10 respondents (16.7 percent) were not
used ECS due to lack of necessity, 14 respondents (23.3 percent) were not used ECS
due to lack of facility and 4 respondents (6.7 percent) were not used ECS due to lack
of opportunity and 2 respondents (3.3 percent) were comfortable in use of the ECS
services.
189
TABLE 5.23: INTERNET SERVICES ELECTRONIC FUND TRANSFER –
REASON FOR NOT USING THE SERVICE BY SAMPLE RESPONDENTS
Name
of the
Bank
Reason for Not Use
EFT Comfortable in Use Total
Lack of Opportunity
No.of
respondents
Percent No.of
respondents
Percent No.of
respondents
Percent
SBI 16 26.7 44 73.3 60 100
Canara 9 15.0 51 85.0 60 100
IOB 23 38.3 37 61.7 60 100
IB 10 16.7 50 83.3 60 100
ICICI 21 35.0 39 65.0 60 100
HDFC 17 28.3 43 71.7 60 100
Axis 17 28.3 43 71.7 60 100
KVB 15 25.0 45 75.0 60 100
Total 128 26.7 352 73.3 480 100
Source: Primary Data
From the above table 5.23, it is found that out of 480 respondents, 128 respondents
(26.7 percent) were not used EFT due to lack of opportunity and remaining 352
respondents (73.3 percent) were comfortable in use of EFT services. Regarding bank
wise category reason for not use the EFT, in SBI bank, 16 respondents (26.7 percent)
were not used EFT due to lack of opportunity and 44 respondents (73.3 percent) were
comfortable in use of EFT. Regarding Canara bank 9 respondents (15.0 percent) were
not use EFT due to lack of opportunity and 51 respondents (85.0 percent) were
comfortable in use of EFT. Regarding IOB, 23 respondents (38.3 percent) were not
used EFT due to lack of opportunity and 37 respondents (61.7 percent) were
comfortable in use of EFT. Regarding IB, 10 respondents (16.7 percent) were not
used EFT due to lack of opportunity and 50 respondents (83.3 percent) were
comfortable in use of EFT services.
Regarding ICICI bank customers, 21 respondents (35.0 percent) were not used
EFT due to lack of opportunity and 39 respondents (65.0 percent) were comfortable in
use of EFT. Regarding HDFC bank customers, 17 respondents (28.3 percent) were
not used EFT due to lack of opportunity and 43 respondents (71.7 percent) were
comfortable in use of EFT. Regarding Axis bank customers, 17 respondents (28.3
percent) were not used EFT services due to lack of opportunity and 43 respondents
(71.7 percent) were comfortable in use of EFT. Regarding KVB customers, 15
190
respondents (25.0 percent) were not used EFT services due to lack of opportunity and
45 respondents (75.0 percent) were comfortable in use the EFT services.
TABLE 5.24: INTERNET SERVICES – ENQUIRY ABOUT BANKING
SERVICES – REASON FOR NOT USING THE SERVICES BY SAMPLE
RESPONDENTS
Name
of the
Bank
Reason for Not Use Enquiry about Bank
Services Comfor
table
in Use
Total Lack of
Infor
mation
Lack of
Necessity
Lack of
Facility
Lack of
Oppor
Tunity
No % No % No % No % No % No %
SBI 53 88.3 3 5.0 4 6.7 0 0.0 0 0.0 60 100
Canara 41 68.3 12 20.0 6 10.0 1 1.7 0 0.0 60 100
IOB 39 65.0 12 20.0 5 8.3 0 0.0 4 6.7 60 100
IB 47 78.3 6 10.0 1 1.7 0 0.0 6 10.0 60 100
ICICI 45 75.0 4 6.7 1 1.7 0 0.0 10 16.7 60 100
HDFC 52 86.7 4 6.7 0 0.0 0 0.0 4 6.7 60 100
Axis 48 80.0 4 6.7 0 0.0 0 0.0 8 13.3 60 100
KVB 44 73.3 3 5.0 2 3.3 0 0.0 11 18.3 60 100
Total 369 76.9 48 10.0 19 4.0 1 0.2 43 9.0 480 100
Source: Primary Data
From the table 5.24, it is found that, out of 480 respondents 369 respondents
(76.9 percent) were not used enquiry about banking services due to the lack of
information and followed by 48 respondents (10.0 percent) were not used enquiry
about the banking services due to lack of necessity, 19 respondents (4.0 percent) were
not used enquiry about the banking services due to lack of facility, one respondent
(0.2 percent) was not used enquiry about banking service due to lack of opportunity
and remaining 43 respondents (9.0 percent) were comfortable in use of enquiry about
banking services.
Regarding bank wise reason for not use enquiry about banking services, in
SBI bank customers, 53 respondents (88.3 percent) were not used enquiry about
banking services due to lack of information and followed by 3 respondents I5.0
191
percent) were not used due to lack of necessity and 4 respondents (6.7 percent) were
not used enquiry about banking services due to lack of facility.
Regarding Canara bank customers, 41 respondents (68.3 percent) were not
used enquiry about banking services due to lack of information and followed by 12
respondents (20.0 percent) were not used enquiry about banking services due to lack
of necessity, 6 respondents (10.0 percent) were not used enquiry about banking
services due to lack of facility and one respondent was not used enquiry about
banking service due to lack of opportunity.
Regarding IOB customers, 39 respondents (65.0 percent) were not used
enquiry about banking services due to lack of information and followed by 12
respondents (20.0 percent) were not used due to lack of necessity, 5 respondents (8.3
percent) were not used due to lack of facility and 4 respondents (6.7 percent) were
comfortable in use of enquiry about banking services.
Regarding IB customers 47 respondents (78.3 percent) were not used enquiry
about banking services due to lack of information and followed by 6 respondents
(10.0 percent) were not used due to lack of necessity, one respondent (1.7 percent)
was not used due to lack of facility and 6 respondents (10.0 percent) were comfortable
in use of enquiry about banking services.
Regarding ICICI customers, 45 respondents (75.0 percent) were not used
enquiry about banking services due to lack of information and followed by 4
respondents (6.7 percent) were not used due to lack of necessity and one respondent
(1.7 percent) was not used due to lack of facility and 10 respondents (16.7 percent)
were comfortable in use of enquiry about banking services.
Regarding HDFC customers, 52 respondents (86.7 percent) were not used
enquiry about banking services due to lack of information and followed by 4
respondents (6.7 percent) were not used enquiry about banking services due to lack of
necessity and 4 respondents (6.7 percent) were comfortable in use of enquiry about
banking services.
Regarding Axis bank customers, 48 respondents (80.0 percent) were not used
enquiry about banking services due to lack of information and followed by 4
respondents (6.7 percent) were not used due to lack of necessity and 8 respondents
(13.3 percent) were comfortable in use of enquiry about banking services.
192
Regarding KVB customers, 44 respondents (73.3 percent) were not used
enquiry about banking services due to lack of information and followed by 3
respondents (5.0 percent) were not used due to lack of necessity, 2 respondents were
not used due to lack of facility and 11 respondents (18.3 percent) were comfortable in
use of enquiry about banking services.
TABLE 5.25: INTERNET SERVICES CREDIT CARD – REASON FOR NOT
USING THE SERVICES BY SAMPLE RESPONDENTS
Name of
the Bank
Reason for Not Using Credit Card
Total Lack of
Information
Lack of
Necessity
Lack of
Facility
No Percent No Percent No Percent No Percent
SBI 17 28.3 39 65.0 4 6.7 60 100
Canara 18 30.0 42 70.0 0 0.0 60 100
IOB 14 23.3 31 51.7 15 25.0 60 100
IB 24 40.0 36 60.0 0 0.0 60 100
ICICI 10 16.7 45 75.0 5 8.3 60 100
HDFC 11 18.3 42 70.0 7 11.7 60 100
Axis 12 20.0 44 73.3 4 6.7 60 100
KVB 12 20.0 40 66.7 8 13.3 60 100
Total 118 24.6 319 66.5 43 8.9 480 100
Source: Primary Data
From the above table 5.25, it is found that out of 480 respondents 118
respondents (24.6 percent) were not used credit card due to lack of information and
followed by 319 respondents (66.5 percent) were not used credit card due to lack of
necessity and 43 respondents (8.9 percent) were not used credit card due to lack of
facility.
Regarding bank wise classification for not use the credit card services, In SBI
out of 60 respondents, 17 respondents (28.3 percent) were not used credit card due to
lack of information followed by 39 respondents (65.0 percent) were not used credit
card due to lack of necessity and 4 respondents were not used credit card due to lack
of facility.
193
Regarding Canara bank, 42 respondents (70.0 percent) were not used credit card due
to lack of necessity and followed by 18 respondents (30.0 percent) were not used
credit card due to lack of information. Regarding IOB, 31 respondents (51.7 percent)
were not used credit card due to lack of necessity and followed by 15 respondents
(25.0 percent) were not used credit card due to lack of facility and 14 respondents
(23.3 percent) were not used credit card due to lack of information.
Regarding IB, 36 respondents (60.0 percent) were not used credit card due to
lack of necessity and 24 respondents (40.0 percent) were not used credit card due to
lack of information. Regarding ICICI, 45 respondents (75.0 percent) were not used
credit card due to lack of necessity and 10 respondents (16.7 percent) were not used
credit card due to lack of information and 5 respondents (8.3 percent) were not used
credit card due to lack of facility provided by bank.
Regarding HDFC, 42 respondents (70.0 percent) were not used credit card due
to lack of necessity and followed by 11 respondents (18.3 percent) were not used
credit card due to lack of information and 7 respondents (11.7 percent) were not used
credit card due to lack of facility provided by bank.
Regarding Axis bank, 44 respondents (73.3 percent) were not used credit card
due to lack of necessity and followed by 12 respondents (20.0 percent) were not used
credit card due to lack of information and 4 respondents (6.7 percent) were not used
credit card due to lack of facility provided by bank.
Regarding KVB, 40 respondents (66.7 percent) were not used credit card due
to lack of necessity and followed by 12 respondents (20.0 percent) were not used
credit card due to lack of information and 8 respondents (13.3 percent) were not used
credit card due to lack of facility provided by bank.
194
TABLE 5.26: INTERNET SERVICES DEMAND DRAFT / MAIL TRANSFER
REASON FOR NOT USING THE SERVICES BY SAMPLE RESPONDENTS
Name
of the
Bank
Reason for Not using DD/Mail Transfer Comfor
table in
Use
Total Lack of
Information
Lack of
Necessity
Lack of
Facility
Lack of
Opportunity
No % No % No % No % No % No %
SBI 10 16.7 25 41.7 17 28.3 8 13.3 0 0.0 60 100
Canara 6 10.0 37 61.7 17 28.3 0 0.0 0 0.0 60 100
IOB 13 21.7 18 30.0 16 26.7 13 21.7 0 0.0 60 100
IB 11 18.3 24 40.0 16 26.7 9 15.0 0 0.0 60 100
ICICI 1 1.7 0 0.0 0 0.0 3 5.0 56 93.3 60 100
HDFC 11 18.3 1 1.7 0 0.0 0 0.0 48 80.0 60 100
Axis 15 25.0 4 6.7 24 40.0 9 15.0 8 13.3 60 100
KVB 14 23.3 33 55.0 12 20.0 1 1.7 0 0.0 60 100
Total 81 16.9 142 29.6 102 21.2 43 9.0 112 23.3 480 100
Source: Primary Data
From the above table 5.26, it is found that out of 480 respondents 142
respondents (29.6 percent) were not used DD / Mail transfer due to lack of necessity
and followed by 102 respondents (21.2 percent) were not used DD / Mail transfer due
to lack of facility provided by bank, 81 respondents (16.9 percent) were not used DD /
Mail transfer due to lack of information and 43 respondents (9.0 percent) were not
used DD / Mail transfer due to lack of opportunity and 112 respondents (23.3 percent)
were comfortable in use of DD/mail transfer internet services.
Regarding SBI bank customers, out of 60 respondents 25 respondents (41.7
percent) were not used DD / Mail transfer due to lack of necessity and followed by 17
respondents (28.3 percent) were not used due to lack of facility, 10 respondents (16.7
percent) were not used DD / Mail services due to lack of information and 8
respondents (13.3 percent) were not used DD / Mail transfer due to lack of
opportunity.
Regarding Canara bank customers out of 60 respondents, 37 respondents (61.7
percent) were not used DD / Mail transfer due to lack of necessity and followed by
17 respondents (28.3 percent) were not used due to lack of facility and 6 respondents
(10.0 percent) were not used DD / Mail transfer due to lack of information.
195
Regarding IOB customers, out of 60 respondents, 18 respondents (30.0
percent) were not used DD / Mail transfer due to lack of necessity and followed by 16
respondents (26.7 percent) were not used due to lack of facility, 13 respondents (21.7
percent) were not used DD / Mail transfer due to lack of information and 13
respondents (21.7 percent) were not used DD / mail transfer due to lack of
opportunity.
Regarding IB customers, out of 60 respondents, 24 respondents (40.0 percent)
were not used DD / Mail transfer due to lack of necessity and followed by 16
respondents (26.7 percent) were not used due to lack of facility, 11 respondents 18.3
percent were not used due to lack of information and 9 respondents (15.0 percent)
were not used DD / mail transfer due to lack of opportunity.
Regarding ICICI customers, 56 respondents 93.3 percent were used DD / mail
transfer with a comfortable position and 3 persons (5.0 percent) were not used DD /
mail transfer due to lack of opportunity and one respondent (1.7 percent) were not
used DD / mail transfer due to lack of information.
Regarding HDFC customers, 11 respondents (18.3 percent) were not used DD
/ mail transfer due to lack of information 1 respondent (1.7 percent) was not used due
to lack of necessity and 48 respondents (80.0 percent) were comfortable in use of DD
/ Mail transfer.
Regarding Axis bank, 24 respondents (40.0 percent) were not used due to lack
of facility and followed by 15 respondents (25.0 percent) were not used DD / Mail
transfer due to lack of information, 9 respondents (15.0 percent) were not used due to
lack of opportunity and 4 respondents (6.7 percent) were not used due to lack of
necessity and 8 respondents were comfortable in use of DD / mail transfer service.
Regarding KVB customers, 33 respondents 55.0 percent were not used DD /
mail transfer services due to lack of necessity and followed by 14 respondents (23.3
percent) were not used due to lack of information, 12 respondents (20.0 percent) were
not used DD / mail transfer due to lack of facility and one respondent (1.7 percent)
were not used DD / mail transfer internet services due to lack of opportunity.
196
TABLE 5.27 INTERNET SERVICES BILL OF PAYMENT – REASON FOR
NOT USING THE SERVICES BY SAMPLE RESPONDENTS
Name of
the Bank
Reason for Not Using Bill of
Payment Comfor
table in Use Total
Lack of
Information
Lack of
Opportunity
No % No % No % No %
SBI 8 13.3 48 80.0 4 6.7 60 100
Canara 11 18.3 5 8.3 44 73.3 60 100
IOB 4 6.7 0 0.0 56 93.3 60 100
IB 16 26.7 31 51.7 13 21.7 60 100
ICICI 1 1.7 0 0.0 59 98.3 60 100
HDFC 12 20.0 0 0.0 48 80.0 60 100
Axis 12 20.0 0 0.0 48 80.0 60 100
KVB 18 30.0 30 50.0 12 20.0 60 100
Total 82 17.1 114 23.8 28
4
59.2 480 100
Source: Primary Data
From the above table 5.27, it is found that out of 480 respondents 114
respondents (23.8 percent) were not used Bill of Payment due to lack of opportunity
and followed by 82 respondents (17.1 percent) were not used bill of payment due to
lack of information and 284 respondents (59.2 percent) were comfortable in the use of
bill of payment services.
Regarding bank wise category, in the SBI customers, 48 respondents (80.0
percent) were not used bill of payment due to lack of opportunity and 8 respondents
(13.3 percent) were not used Bill of payment due to lack of information and 4
respondents (6.7 percent) were comfortable in use of bill of payment service.
Regarding Canara bank, out of 60 respondents 11 respondents (18.3 percent)
were not used bill of payment due to lack of information and 5 respondents (8.3
percent) were not used bill of payment due to lack of opportunity and 44 respondents
(73.3 percent) were comfortable in use of bill of payment.
Regarding IOB, only 4 respondents (6.7 percent) were not used bill of
payment due to lack of information and 56 respondents (93.3 percent) were
comfortable in use of bill of payment. Regarding IB customers, 31 respondents (51.7
percent) were not used bill of payment due to lack of opportunity and followed by 16
respondents (26.7 percent) were not used bill of payment due to lack of information
and 13 respondents were comfortable in use of bill of payment.
197
Regarding ICICI customers, only one respondent was not used bill of payment
due to lack of information and 59 respondents (98.3 percent) were comfortable in use
of bill of payment. Regarding HDFC customers, 12 respondents were not used bill of
payment due to lack of information and 48 respondents (80.0 percent) were
comfortable in use of bill of payment service.
Regarding Axis bank customers, 12 respondents (20.0 percent) were not used
bill of payment due to lack of information and 48 respondents were comfortable in
use of bill of payment.
Regarding KVB customers, 30 respondents (50.0 percent) were not used bill
of payment due to lack of opportunity and 18 respondents (30.0 percent) were not
used bill of payment due to lack of information and 12 respondents (20.0 percent)
were comfortable in use of bill of payment services.
TABLE 5.28: INTERNET SERVICES – DEMAT SHARE – REASON FOR
NOT USING THE SERVICE BY SAMPLE RESPONDENTS
Name
of the
Bank
Reason for Not Using Demat
Share Comfortable
in Use Total
Lack of
Information
Lack of
Opportunity
No % No % No % No %
SBI 8 13.3 52 86.7 0 0.0 60 100
Canara 21 35.0 39 65.0 0 0.0 60 100
IOB 30 50.0 30 50.0 0 0.0 60 100
IB 14 23.3 46 76.7 0 0.0 60 100
ICICI 0 0.0 4 6.7 56 93.3 60 100
HDFC 26 43.3 4 6.7 30 50.0 60 100
Axis 12 20.0 4 6.7 44 73.3 60 100
KVB 30 50.0 12 20.0 18 30.0 60 100
Total 141 29.4 191 39.8 148 30.8 480 100
Source: Primary Data
From the above table 5.28, it is found that out of 480 respondents 191
respondents (39.8 percent) were not used Demat share due to lack of opportunity and
followed by 141 respondents (29.4 percent) were not used demat share due to lack of
information and 148 respondents (30.8 percent) were comfortable in use of Demat
share facility provided by banks.
198
Regarding SBI customers, 52 respondents (86.7 percent) were not used demat
share due to lack of opportunity and 8 respondents (13.3 percent) were not used demat
share due to lack of information.
Regarding Canara bank customers, 39 respondents (65.0 percent) were not
used demat share due to lack of opportunity and 21 respondents (35.0 percent) were
not used demat share due to lack of information.
Regarding IOB customers, 30 respondents (50.0 percent) were not used demat
share due to lack of information and 30 respondents (50.0 percent) were not used
demat share due to lack of opportunity.
Regarding IB customers, 46 respondents (76.7 percent) were not used demat
share due to lack of opportunity and 14 respondents (23.3 percent) were not used
demat share due to lack of information.
Regarding ICICI customers, only 4 respondents (6.7 percent) were not used
demat share due to lack of opportunity and remaining 56 respondents (93.3 percent)
were comfortable in use of demat share.
Regarding HDFC customers, 26 respondents (43.3 percent) were not used
demat share due to lack of information and followed by 4 respondents (6.7 percent)
were not used demat share due to lack of opportunity and 30 respondents )50.0
percent) were comfortable in use of demat share.
Regarding Axis bank customers, 12 respondents (20.0 percent) were not used
demat share due to lack of information and followed by 4 respondents (6.7 percent)
were not used demat share due to lack of opportunity and remaining 44 respondents
(73.3 percent) were comfortable in use of demat share.
Regarding KVB customer, 30 respondents (50.0 percent) were not used demat
share due to lack of information and 12 respondents (20.0 percent) were not used
demat share due to lack of opportunity and remaining 18 respondents (30.0 percent)
were comfortable in use of demat share facility provided by bank.
199
Bank Provision Of ATM Centres
TABLE 5.29: OPINION OF THE SAMPLE RESPONDENTS REGARDING
CONVENIENTLY LOCATED ATM
Name
of the
bank
Bank Provided more
conveniently located
ATMs
Bank not provided
convenient located
ATMs
Total
No. of
Respondents % No. of
Respondents %
No. of
Respondents %
SBI 56 93.3 4 6.7 60 100.0
Canara 47 78.3 13 21.7 60 100.0
IOB 32 53.3 28 46.7 60 100.0
IB 44 73.3 16 26.7 60 100.0
ICICI 38 63.3 22 36.7 60 100.0
HDFC 24 40.0 36 60.0 60 100.0
AXIS 23 38.3 37 61.7 60 100.0
KVB 55 91.7 5 8.3 60 100.0
Total 319 66.5 161 33.5 480 100.0
Source: Primary Data
From the above table 5.29 it is found that out of 480 respondents, 319
respondents (66.5 percent) had admitted that their banks provided more convenient
ATMs counters and remaining 161 respondents (33.5 percent) had admitted that their
banks have not provide convenient located ATMs. Regarding bank wise classification
providing conveniently located ATMs, highest number of respondents 56 numbers.
belongs to SBI and followed by KVB with 55numbers., Canara Bank with 47, Indian
bank with 44 numbers, ICICI with 38numbers. IOB with 32numbers., HDFC with
24numbers. and last lower number of respondents 23 numbers. belongs to Axis bank
for providing ATM centres.
200
Prompt service of ATM centre
TABLE 5.30: PROMPT SERVICE WHENEVER VISITED TO THE ATM
CENTRE BY THE SAMPLE RESPONDENTS
Name
of the
Bank
Prompt Service of the ATM Centre Total
Always Often Sometimes Rarely Never
No % No % No % No % No % No %
SBI 25 41.7 35 58.3 0 0.0 0 0.0 0 0.0 60 100
Canara 54 90.0 6 10.0 0 0.0 0 0.0 0 0.0 60 100
IOB 6 10.0 54 90.0 0 0.0 0 0.0 0 0.0 60 100
IB 19 31.7 41 68.3 0 0.0 0 0.0 0 0.0 60 100
ICICI 4 6.7 48 80.0 8 13.3 0 0.0 0 0.0 60 100
HDFC 7 11.7 45 75.0 8 13.3 0 0.0 0 0.0 60 100
Axis 56 93.3 4 6.70 0 0.0 0 0.0 0 0.0 60 100
KVB 56 93.3 4 6.7 0 0.0 0 0.0 0 0.0 60 100
Total 227 47.3 237 49.4 16 3.3 0 0.0 0 0.0 480 100
Source: Primary Data
The above table 5.30 reveals that, out of 480 respondents 237 respondents
(49.4 percent) were often got prompt service of ATM centre and followed by 227
respondents ( 7.3 percent) were always got prompt service of ATM centre and 16
respondents (3.3 percent) were sometimes got prompt service of ATM centre.
Regarding bank wise category of got prompt service of ATM centre, in SBI bank
customers, 35 respondents (58.3 percent) were often got prompt service of ATM
centre and followed by 25 respondents (41.7 percent) were always got prompt service
of ATM centre.
Regarding Canara bank customers, 54 respondents (90.0 percent) were always
got prompt service of ATM and 6 respondents (10.0percent) were often got prompt
service of ATM. Regarding IOB customers, 54 respondents (90.0 percent) were often
got prompt service of ATM and 6 respondents (10.0percent) were always got prompt
service of ATM centre.
Regarding IB customers, 41 respondents (68.3 percent) were often got prompt
service of ATM and 19 respondents (31.7 percent) were always got prompt service of
ATM centre.
Regarding ICICI bank customers, 48 respondents (80.0 percent) were often
got prompt service of ATM and 8 respondents (13.3 percent) were sometimes got
prompt service of ATM and 4 respondents (6.7 percent) were always got prompt
service of ATM.
201
Regarding HDFC bank customers, 45 respondents (75.0 percent) were often
got prompt service of ATM and followed by 8 respondents (13.3 percent) were
sometimes got prompt service of ATM and 7 respondents (11.7 percent) were always
got prompt service of ATM.
Regarding Axis bank customers, 56 respondents (93.3 percent) were always
got prompt service of ATM centre, and 4 respondents were often got prompt service
of ATM centre.
Regarding KVB customers, 56 respondents (93.3 percent) were always got
prompt service of the ATM centre and 4 respondents (6.7 percent) were often got
prompt service of the ATM centre.
Expect The Limit Of ATM Withdrawal
TABLE 5.31 :OPINION OF THE RESPONDENTS REGARDING
EXPECTING THE LIMIT TO WITHDRAW MONEY THROUGH ATM TO
BE INCREASED
Name
of the
bank
Expecting the Limit to
withdraw money
through ATM to be
increased
Not necessary to
increase the
withdrawal limit of
ATM
Total
No. of
Respondents Percent
No. of
Respondents Percent
No. of
Respondents Percent
SBI 56 93.3 4 6.7 60 100.0
Canara 55 91.7 5 8.3 60 100.0
IOB 60 100.0 0 0.0 60 100.0
IB 60 100.0 0 0.0 60 100.0
ICICI 60 100.0 0 0.0 60 100.0
HDFC 55 91.7 5 8.3 60 100.0
AXIS 60 100.0 0 0.0 60 100.0
KVB 56 93.3 4 6.7 60 100.0
Total 462 96.2 18 3.8 480 100.0
Source: Primary Data
The above table 5.31 shows that, out of 480 respondents 462 respondents
(96.2 percent) were expecting the limit to withdraw money through ATM to be
increased. Remaining 18 respondents (3.8 percent) were have the opinion that there is
no need to increase the withdraw limit of ATM.
Regarding bank wise opinion of the respondents, it is found that In IOB, IB,
ICICI, Axis banks respondents, fully favored expecting the limit of ATM withdrawal
202
to be increased. Regarding SBI customers 56 respondents (93.3 percent) and Canara
bank 55 respondents (91.7 percent) and HDFC bank 55 respondents (91.7 percent)
and last KVB 56 respondents (93.3 percent) were favored expecting the limit of ATM
withdrawal to be increased.
TABLE 5.32 OPINION ON INCREASE IN ATM WITHDRAWAL LIMIT OF
RESPONDENTS
Name
of the Bank
Opinion on Increase the ATM Limit Not Necessary to
increase ATM Limit
Total
Upto Rs.40,000
Rs.40,000
to Rs.60,000
Rs.60,000 to Rs.80,000
Rs.80,000 to Rs.1,00,000
No % No % No % No % No % No %
SBI 0 0.0 17 28.3 14 23.3 25 41.7 4 6.7 60 100
Canar
a
4 6.7 20 33.3 20 33.3 11 18.3 5 8.3 60 100
IOB 8 13.3 37 61.7 13 21.7 2 3.3 0 0.0 60 100
IB 0 0.0 43 71.7 0 0.0 17 28.3 0 0.0 60 100
ICICI 1 1.7 37 61.7 5 8.3 17 28.3 0 0.0 60 100
HDFC 4 6.7 33 55.0 18 30.0 0 0.0 5 8.3 60 100
Axis 4 6.7 38 63.3 18 30.0 0 0.0 0 0.0 60 100
KVB 8 13.3 39 65.0 9 15.0 0 0.0 4 6.7 60 100
Total 29 6.0 264 55.0 97 20.2 72 15.0 18 3.8 480 100
Source: Primary Data
From the above table 5.32, it is found that, out of 480 respondents 264
respondents (55.0 percent) were favored by 97 respondents (20.2 percent) were
favored to increase the ATM limit from Rs.40,000 to Rs.60,000 and followed to
increase the ATM limit from Rs.60,000 to Rs.80,000, 72 respondents (15.0 percent)
were favored to increase the ATM limit from Rs.80,000 to Rs.1,00,000 and 29
respondents (6.0 percent) to increase the ATM limit up to Rs.40,000 and remaining
18 respondents (3.8 percent) were not favored to increase the ATM limit.
203
5,2 OPINION OF THE RESPONDENTS REGARDING PROBLEMS FACED
BY BANK CUSTOMERS
Problem Faced By The Customers
The requirement today is the use of data in managing the relationship with the
customer in a more fulfilling way. Banks can also collect customer behavior and
unresolved problem of the customer. If the problem faced by the customers increased
then it will cause to shift in loyalty and reduce retention and satisfaction of the
customer. This will leads to cancel their present bank transaction and chance to shift
to another bank.
Problem Faced By Customers Procedure To Open An Account
TABLE 5.33: PROCEDURE TO OPEN ON ACCOUNT WAS DIFFICULT
Name of the
Bank
Procedure to open an account with the bank was difficult
Strongly agree
Agree Uncertain Disagree Strongly Disagree
Total
No % No % No % No % No % No %
SBI 0 0.0 35 58.3 12 20 13 21.7 0 0.0 60 100
Canara 48 80.0 10 16.7 1 1.7 1 1.7 0 0.0 60 100
IOB 16 26.7 38 63.3 5 8.3 1 1.7 0 0.0 60 100
IB 6 10.0 53 88.3 1 1.7 0 0.0 0 0.0 60 100
ICICI 55 91.7 5 8.3 0 0.0 0 0.0 0 0.0 60 100
HDFC 4 6.7 8 13.3 12 20 12 20.0 24 40.0 60 100
AXIS 3 5.0 1 1.7 0 0.0 36 60.0 20 33.3 60 100
KVB 0 0.0 3 5.0 1 1.7 28 46.7 28 46.7 60 100
Total 132 27.5 153 31.9 32 6.7 91 19.0 72 15.0 480 100
Source: Primary Data
Table 5.33 shows that out of 480 respondents 153 respondents (31.9 per cent)
were agreed that the procedure to open an account with the bank was difficult and
followed by 132 respondents (27.5 per cent) were strongly agreed that the procedure
to open an account with the bank was difficult, 91 respondents (19.0 per cent) were
disagreed that the procedure to open an account with the bank was difficult, 72
respondents (15.0 per cent) were strongly disagreed that the procedure to open an
account was difficult and 32 respondents (6.7 per cent) were in uncertain that the
procedure to open an account with the bank was difficult.
204
Problem Faced By Customers –Opinion On Minimum Account Limit
TABLE 5.34: OPINION ON MINIMUM ACCOUNT LIMIT IS NOT HIGH
AND EASY TO MAINTAIN
Minimum account limit is not high and easy to maintain
Strongly
agree Agree Uncertain Disagree
Strongly
Disagree Total
No % No % N
o %
N
o %
N
o % No %
101 21 235 49 32 6.7 48 10 64 13.3 480 100
The above table 5.34, reveals that out of 480 respondents, 235 respondents
(49.0 per cent) have agreed that the minimum account limit is not high and followed
by 101 respondents (21.0 per cent) have strongly agreed that minimum account limit
is not high, 64 respondents (13.3 per cent) have strongly disagreed with the minimum
account limit is not high and 48 respondents (10.0 per cent ) were disagreed that the
minimum account limit is not high and 32 respondents (6.7 per cent) have in
uncertain position about the minimum account limit is not high and easy to maintain.
Problem faced by customers –waiting time to speak with staff
TABLE 5.35: WAITING TIME OF RESPONDENTS BEFORE SPEAKING TO
BANK STAFF
Waiting time respondents to speak with bank staff
Total Taken
care of
immediat
ely
Within
3min 3-5 min 6-10 min
more than
10 min
No % No % No % No % No % No %
68 14.2 175 36.5 129 26.9 68 14.2 40 8.3 480 100
From the table 5.35, it is found that out of 480 respondents 175 respondents
(36.5 percent) opined that they have to wait up to 3min for speaking to a bank staff
and followed by 129 respondents (26.9 percent) opined that they have to wait for 3-5
min, 68 respondents (14.2 percent) opined that they have to wait for 6-10min, 40
respondents (8.3 percent) opined that they have to wait for more than 10min to speak
with a bank staff and 68 respondents (14.2 percent) opined that they had taken care of
immediately to speak with a bank staff.
205
Time taken to get customer’s problem resolved
TABLE 5.36: TIME TAKEN TO GET CUSTOMER’S PROBLEM RESOLVED
How long respondents take to get their problem resolved
Immediate
resolution Less than a day
Between 2 to
3 days Total
No Percent No Percent No Percent No Percent
202 42.1 255 53.1 23 4.8 480 100.0
Table 5.36 reveals shows that out of 480 respondents, 255 respondents
(53.1percent) told that their problems were resolved in less than a day and followed
by 23 respondents (4.8 percent) told that their problems were resolved between 2 to 3
days and remaining 202 respondents (42.1 percent) told that their problems were
resolved immediately by the banks.
Number of times the respondents have to contact customer service to resolve the
problem
TABLE 5.37: NUMBER OF TIMES THE RESPONDENTS HAVE TO
CONTACT CUSTOMER SERVICE TO RESOLVE THE PROBLEM
No.of times the respondents contact customer service to
resolve the problem Total
Once Twice Three Times
No Percent No Percent No Percent No Percent
225 46.9 225 46.9 30 6.2 480 100.0
Table 5.37 shows that, out of 480 respondents 225 respondents (46.9 percent)
were resolved their problems by one time contact with customer service and followed
by 225 respondents (46.9 percent) were resolved their problems by two times contact
with the customer service and remaining 30 respondents (6.2 percent) were resolved
their problems by 3 times contact with the customer service.
206
Rank the problem faced by customers
TABLE 5.38: PROBLEMS FACED BY THE BANK CUSTOMERS
REGARDING SERVICES- RANKING
Problems faced Name of the
bank
No. of
Respondents
Mean
value Rank
Delayed services
SBI 60 63.65 1
Canara 60 193.47 4
IOB 60 183.78 3
IB 60 68.62 2
ICICI 60 320.96 6
HDFC 60 275.50 5
AXIS 60 392.60 7
KVB 60 425.43 8
Total 480
High charges
SBI 60 442.00 8
Canara 60 156.54 4
IOB 60 142.28 3
IB 60 359.60 7
ICICI 60 311.10 6
HDFC 60 256.54 5
AXIS 60 119.63 1
KVB 60 136.31 2
Total 480
Lack of guidance
SBI 60 199.47 3
Canara 60 351.12 7
IOB 60 344.40 6
IB 60 219.28 5
ICICI 60 55.40 1
HDFC 60 438.88 8
AXIS 60 215.87 4
KVB 60 99.58 2
Total 480
Indiscipline staff
SBI 60 68.23 1
Canara 60 315.27 6
IOB 60 423.63 8
IB 60 77.90 2
ICICI 60 241.59 4
HDFC 60 249.23 5
AXIS 60 376.80 7
KVB 60 171.37 3
Total 480
Hidden charges SBI 60 414.07 8
207
Canara 60 142.36 3
IOB 60 143.33 4
IB 60 412.35 7
ICICI 60 133.63 2
HDFC 60 245.92 5
AXIS 60 124.30 1
KVB 60 308.05 6
Total 480
Inadequacy of services
SBI 60 124.37 2
Canara 60 314.83 6
IOB 60 390.20 7
IB 60 126.43 3
ICICI 60 231.51 4
HDFC 60 48.43 1
AXIS 60 268.19 5
KVB 60 420.03 8
Total 480
Non-compliance of standing
instructions
SBI 60 95.89 2
Canara 60 360.03 7
IOB 60 199.60 4
IB 60 423.57 8
ICICI 60 302.39 5
HDFC 60 303.17 6
AXIS 60 60.09 1
KVB 60 179.27 3
Total 480
Failure on Commitments
SBI 60 64.30 1
Canara 60 146.83 3
IOB 60 132.36 2
IB 60 271.50 4
ICICI 60 276.48 5
HDFC 60 316.18 7
AXIS 60 300.76 6
KVB 60 415.60 8
Total 480
Out- dated technology
SBI 60 356.95 8
Canara 60 82.03 1
IOB 60 92.23 2
IB 60 208.87 4
ICICI 60 353.63 7
HDFC 60 337.13 5
AXIS 60 338.00 6
KVB 60 155.15 3
Total 480
208
Regarding the ‘delayed services’ problem faced by the sample respondents,
highest rank allocated to SBI with 63.65 and followed by Indian Bank (68.62), IOB
(183.78), Canara Bank (193.47), HDFC (275.5), ICICI (320.96) Axis (392.6) and last
rank allocated to KarurVysya bank (425.43) as mean value.
Regarding high charges problem faced by the sample respondents, highest
rank allocated to axis bank with 119.63 and followed by KVB (136.31), IOB
(142.28), Canara Bank (156.54), HDFC (256.54), ICICI (311.1) Indian bank (359.6)
and last rank allocated to SBI (442) as mean value.
Regarding ‘lack of guidance problem’ faced by the sample respondents, which
was highest rank allocated to ICICI with mean value of 55.4 and followed by KVB
(99.58), SBI (199.47), Axis bank (215.87), Indian Bank (219.28) IOB (344.4), Canara
Bank (351.12) and last rank allocated to HDFC bank (438.88).
Regarding Indiscipline staff problem faced by the sample respondents, highest
rank allocated to SBI with 68.23 and followed by Indian bank (77.9), KVB (171.37),
ICICI bank (241.59), HDFC (249.23), Canara Bank (315.27), Axis bank (376.8) and
last rank allocated to IOB (423.63).
Regarding hidden charges problem faced by the sample respondents, highest
rank allocated to Axis bank with 124.3 and followed by ICICI (133.63), Canara Bank
(142.36), IOB (143.33), HDFC (245.92), KVB (308.05), Indian Bank (412.35) and
last rank allocated to SBI (414.07).
Regarding inadequacy of services problem faced by the sample respondents,
highest rank allocated to HDFC with 48.43 and followed by SBI (124.37), Indian
bank (126.43), ICICI (231.51), Axis bank (268.19), Canara Bank (314.83), IOB
(390.2) and last rank allocated to KVB (420.03).
Regarding non-compliance of standing instructions problem faced by the
sample respondents, highest rank allocated to Axis bank with 60.09 and followed by
SBI (95.89), KVB (179.27), IOB (199.6), ICICI (302.39), HDFC (303.17), Canara
bank (360.03) and last rank allocated to Indian bank (423.57).
Regarding failure on commitments problem faced by the sample respondents,
highest rank allocated to SBI with 64.3 and followed by IOB( 132.36), Canara
(146.83), Indian Bank (271.5), ICICI (276.48), Axis bank (300.76), HDFC (316.18)
and last rank allocated to KVB (415.6).
209
Regarding out dated technology problem faced by the sample respondents, highest
rank allocated to Canara bank with 82.03 and followed by IOB (92.23), KVB
(155.15), Indian Bank (208.87), HDFC (337.13), Axis bank (338.0), ICICI (353.63)
and last rank allocated to SBI (356.95).
TABLE 5.39: KRUSKAL WALLIS TEST PROBLEM FACED BY THE
RESPONDENTS
Factors Chi-Square df Asymp. Sig.
Delayed services 423.627 7 0.00
High charges 355.661 7 0.00
Lack of guidance 393.104 7 0.00
Indiscipline staff 379.994 7 0.00
Hidden charges 383.978 7 0.00
Inadequacy of services 400.773 7 0.00
Non-compliance of standing instructions 369.719 7 0.00
Failure on Commitments 323.06 7 0.00
Out- dated technology 349.402 7 0.00
From the above table 5.39, it is found that the problems faced by the bank
customers regarding various services through Kruskal walls test analyzed.
More over in the table 5.39, the tests of Kruskalwallis indicates that the ranks
of various banks on all aspects of problems faced by the sample respondents from
“delayed services” to “out dated technology”. The p-value of all the variables are 0.00
(less than 0.05) indicates that the ranks were independent to the various banks for
various factors of problems.
210
TABLE 5.40: DESCRIBE THE NUMBER OF INSTANCES, WHERE BANK
STAFF WAS NOT HELPFUL IN DEALING WITH A COMPLAINT BY
SAMPLE RESPONDENTS
Name
of the
Bank
No.of Instances by bank staff was not
helpful in dealing with a complaint for
customer (monthly)
Total
1-3 times above 3 times Number of
Respondents % Number of
Respondents %
Number of
Respondents %
SBI 17 28.3 43 71.7 60 100.0
Canara 46 76.7 14 23.3 60 100.0
IOB 48 80.0 12 20.0 60 100.0
IB 31 51.7 29 48.3 60 100.0
ICICI 51 85.0 9 15.0 60 100.0
HDFC 50 83.3 10 16.7 60 100.0
Axis 52 86.7 8 13.3 60 100.0
KVB 43 71.7 17 28.3 60 100.0
Total 338 70.4 142 29.6 480 100.0
Source: Primary Data
From the above table 5.40, it is found that out of 480 respondents, 338
respondents (70.47 percent) were admitted that the bank staff was not helpful in
dealing with a complaint in the range of 1-3 times per month and followed by 142
respondents (29.6 percent) were admitted that the bank staff was not helpful in
dealing with a complaint.
211
TABLE 5.41: OPINION REGARDING THE REASON FOR SWITCH OVER TO OTHER BANK
Name of the
present bank
Name of the future
bank (if chance has given)
Reason for switch over to other bank No switch over
to other bank Total
Better service Loan facility
provide Safety Speed
New
technology
No % No % No % No % No % No % No %
SBI IOB 14 23.3 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 14 23.3
ICICI 10 16.7 0 0.0 0 0.0 16 26.7 0 0.0 0 0.0 26 43.4
No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 20 33.3 20 33.3
Total 24 40.0 0 0.0 0 0.0 16 26.7 0 0.0 20 33.3 60 100.0
Canara ICICI 5 8.3 9 15.0 0 0.0 0 0.0 0 0.0 0 0.0 14 23.3
HDFC 0 0.0 12 20.0 0 0.0 0 0.0 0 0.0 0 0.0 12 20.0
No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 34 56.7 34 56.7
Total 5 8.3 21 35.0 0 0.0 0 0.0 0 0.0 34 56.7 60 100.0
IOB ICICI 5 8.3 0 0.0 0 0.0 0 0.0 4 6.7 0 0.0 9 15.0
No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 51 85.0 51 85.0
Total 5 8.3 0 0.0 0 0.0 0 0.0 4 6.7 51 85.0 60 100.0
ICICI 5 8.3 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 5 8.3
Axis 9 15.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 9 15.0
No switchover 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 46 76.7 46 76.7
Total 14 23.3 0 0.0 0 0.0 0 0.0 0 0.0 46 76.7 60 100.0
ICICI Canara 0 0.0 0 0.0 4 6.6 0 0.0 0 0.0 0 0.0 4 6.6
IOB 0 0.0 0 0.0 10 16.7 0 0.0 0 0.0 0 0.0 10 16.7
No switch over 0 0.0 0 0.0 10 0.0 0 0.0 0 0.0 46 76.7 46 76.7
Total 0 0.0 0 0.0 14 23.3 0 0.0 0 0.0 46 76.7 60 100.0
212
HDFC Canara 0 0.0 0 0.0 5 8.3 0 0.0 0 0.0 0 0.0 5 8.3
ICICI 0 0.0 0 0.0 0 0.0 4 6.6 0 0.0 0 0.0 4 6.6
No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 51 85.1 51 85.1
Total 0 0.0 0 0.0 5 8.3 4 6.6 0 0.0 51 85.1 60 100.0
Axis Bank Canara 0 0.0 0 0.0 5 8.3 0 0.0 0 0.0 0 0.0 5 8.3
IOB 0 0.0 0 0.0 8 13.3 0 0.0 0 0.0 0 0.0 8 13.3
IB 0 0.0 0 0.0 5 8.3 0 0.0 0 0.0 0 0.0 5 8.3
No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 42 70.1 42 70.1
Total 0 0.0 0 0.0 18 29.9 0 0.0 0 0.0 42 70.1 60 100.0
KVB
ICICI 0 0.0 0 0.0 0 0.0 0 0.0 10 16.7 0 0.0 10 16.7
HDFC 0 0.0 0 0.0 0 0.0 0 0.0 4 6.6 0 0.0 4 6.6
No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 46 76.7 46 76.7
Total 0 0.0 0 0.0 0 0.0 0 0.0 14 23.3 46 76.7 60 100.0
Grand Total 48 10.0 21 4.4 37 7.7 20 4.2 18 3.8 336 69.9 480 100.0
Source: Primary Data
213
From the table 5.41, it is found that out of 480 respondents, 48 respondents
(10.0 percent) were have to switch over to other bank due to better services and 21
respondents (4.4 percent)were have to switch over to other bank due to providing loan
facility followed by 37 respondents (7.7 percent) were have to switch over to other
bank due to safety, 20 respondents (4.2percent) were have to switch over to other
bank due to speed and 18 respondents (3.8percent) were have to switch over to other
bank due to new technology, if chance has given to sample respondents to cancel their
present bank transaction and switch over to other bank. It is observed that 336
respondents (69.9percent) were suggested that they have not switch over to other
bank.
If we can see the particular bank wise customers, in SBI bank customers 14
respondents (23.3 percent) were have to switch over to IOB due to better services and
followed by 10 respondents (16.7 percent) were have to switch over to ICICI bank
due to better services and 16 respondents (26.7 percent) were have to switch over to
ICICI bank due to speed and remaining 20 respondents (33.3 percent) were not ready
to change their bank from SBI if a chance will be given.
Regarding Canara Bank customers, 5 respondents (8.3 percent) were have to
switch over to ICICI due to better services and 9 respondents (15.0 percent) were
have to switch over to ICICI due to loan facility availability and 12 respondents (20.0
percent) were have to switch over to HDFC bank due to loan facility and remaining
34 respondents (56.7 percent) were not ready to change their bank from Canara Bank.
Regarding IOB customers, 5 respondents (8.3 percent) were have to switch
over to ICICI bank due to better services and 4 respondents (6.7 percent) were have to
switch over to ICICI bank due to new technology and remaining 51 respondents (85.0
percent) were not ready to change their bank from IOB.
Regarding IB customers, 5 respondents (8.3 percent) were have to switch over
to ICICI due to better services and 9 respondents (15.0 percent) were have to switch
over to Axis bank due to better services and remaining 46 respondents (76.7 percent)
were not ready to change their bank from IB. Regarding ICICI bank customers, 4
respondents (6.6 percent) were have to switch over to Canara Bank due to safety and
10 respondents (16.7 percent) were have to switch over to IOB due to safety and
remaining 46 respondents (76.7 percent) were not ready to change their bank from
ICICI.
214
Regarding HDFC bank customers, 5 respondents (8.3 percent) were have to
switch over to Canara bank due to safety and 4 respondents (6.6 percent) were have to
switch over to ICICI due to speed and remaining 51 respondents (85.1 percent) were
not ready to change their bank from HDFC.
Regarding Axis bank customers, 5 respondents (8.3 percent) were have to
switch over to Canara Bank due to safety and 8 respondents (13.3 percent) were have
to switch over to IOB due to safety and 5 respondents (8.3 percent) were have to
switch over to Indian bank due to safety and remaining 42 respondents (70.1 percent)
were not ready to change their bank from Axis bank.
Regarding KVB customers, 10 respondents (16.7 percent) were have to switch
over to ICICI bank due to new technology and 4 respondents (6.6 percent) were have
to switch over to HDFC bank due to new technology and remaining 46 respondents
(76.7 percent) were not ready to change their bank from KVB if they have a change
to cancel their transaction and switch over to other bank.!
Rate the problem faced by the customer from their bank
TABLE 5.42: PROBLEM FACED BY THE SAMPLE RESPONDENTS
Factor Overall Score Rank
Delayed Services 2190 V
High Charges 2838 II
Lack of guidance 2369 IV
Indiscipline Staff 2155 VI
Hidden Charges 2508 III
Inadequacy of Services 1980 VII
Non – Compliance of standing instructions 1771 VIII
Failure on commitments 2906 I
Outdated Technology 1448 IX
Source: Primary Data
From the table 5.42, it is found that based on overall perception score of
problem faced by the respondents from their bank the highest score value is accounted
215
for failure on commitments (2906) and followed by High charges (2838), hidden
charges (2508), lack of guidance (2369), Delayed services (2190), indiscipline staff
(2155), inadequacy of services (1980), non–compliance of standing instructions
(1771) and lowest score value is accounted for outdated technology (1448).
TABLE 5.43: OPINION ON AVAILING SIMILAR SERVICE FROM THEIR
BANK
Name of the
Bank
Like to avail similar service from their bank
Yes No Total
No Percent No Percent No Percent
SBI 35 58.3 25 41.7 60 100.0
Canara 32 53.3 28 46.7 60 100.0
IOB 52 86.7 8 13.3 60 100.0
IB 43 71.7 17 28.3 60 100.0
ICICI 49 81.7 11 18.3 60 100.0
HDFC 50 83.3 10 16.7 60 100.0
Axis 47 78.3 13 21.7 60 100.0
KVB 60 100.0 0 0.0 60 100.0
Total 368 76.7 112 23.3 480 100.0
Source: Primary Data
From the table number 5.43 it is found that out of 480 respondents 368
respondents (76.7percent) were liked to avail the similar service from their banks and
112 respondents (23.3 percent) were not liked to avail the similar service from their
respective banks.
Regarding bankwise customers response, In SBI customers, 35 respondents
( 58.3 percent) were liked to similar service from SBI and 25 respondents (41.7
percent) were not liked to avail service from SBI.
In Canara bank customers, 32 respondents (53 percent) were liked to avail
service from Canara bank and 28 respondents (46.7 percent) were not liked to avail
the service of Canara bank.
In IOB customers, 52 respondents (86.7 percent) were liked to avail service
from IOB and 8 respondents (13.3 percent) were not like to avail service from IOB.
In Indian bank customers, 43 respondents (71.7 percent) were liked to avail
service of IB and 17 respondents (28.3 percent) were not like to avail the service of
IB.
216
In ICICI bank customers, 49 respondents (81.7 percent) were liked to avail
service from ICICI and 11 respondents (18.3 percent) were not liked to avail services
of ICICI.
In HDFC bank customers, 50 respondents (83.3 percent) were liked to avail
service of HDFC and remaining 10 respondents (16.7 percent) were not liked to avail
the service of HDFC.
In Axis bank customers, 47 respondents (78.3 percent) were liked to avail
service of Axis and remaining 13 respondents (21.7 percent) were not liked to avail
service of Axis.
In KVB customers all 60 respondents (100 percent) were liked to avail the
same services of KVB.
TABLE 5.44: OPINION ON RECOMMENDING THEIR BANKSTO OTHERS
BY RESPONDENTS
Name of
the
Bank
Recommended their
bank to others
Not recommended to
others Total
No Percent No Percent No Percent
SBI 23 38.3 37 61.7 60 100.0
Canara 44 73.3 16 26.7 60 100.0
IOB 45 75.0 15 25.0 60 100.0
IB 51 85.0 9 15.0 60 100.0
ICICI 52 86.7 8 13.3 60 100.0
HDFC 46 76.7 14 23.3 60 100.0
Axis 51 85.0 9 15.0 60 100.0
KVB 60 100.0 0 0.0 60 100.0
Total 372 77.5 108 22.5 480 100.0
Source: Primary Data
In the above table 5.44, out of 480 respondents opined 372 respondents (77.5
percent) were recommended their bank to anyone else and remaining 108 respondents
(22.5 percent) were not recommended their bank to anyone else.
Regarding bank wise recommendation, In SBI bank customers, 23 respondents
(38.3 percent) were recommended their bank SBI to others and 37 respondents (61.7
percent) were not recommended to others.
Regarding Canara bank customers, 44 respondents (73.3 percent) were
recommended Canara bank to others and 16 respondents (26.7 percent) were not
recommended to others.
217
Regarding IOB customers, 45respondents (75.0 percent) were recommended
IOB to others and 15 respondents (25.0 percent) were not recommended to others.
Regarding IB customers, 51 respondents (85.0 percent) were recommended IB
to others and 9 respondents (15.0 percent) were not recommended to others.
Regarding ICICI customers, 52 respondents (86.7 percent) were recommended
ICICI to others and 8 respondents 13.3 percent were not recommended to others.
Regarding HDFC customers, 46respondents (76.7 percent) were
recommended HDFC bank to others and 14 respondents 23.3 percent were not
recommended to others.
Regarding Axis bank customers, 51 respondents (85.0 percent) were
recommended Axis bank to others and 9 respondents (15.0 percent) were not
recommended Axis bank to others.
Regarding KVB customers, All 60 respondents (100 percent) were
recommended KVB to others.
TABLE 5.45: RECOMMEND RATE OF PRESENT BANK TO THEIR FRIEND
COLLEAGUE BY THE SAMPLE RESPONDENTS (RATE UP TO 10)
Name of
the bank
Recommend rate of Present bank Total
1-2 3-4 5-6 7-8 9-10 No %
No % No % No % No % No % SBI 35 58.3 25 41.7 0 0.0 0 0.0 0 0.0 60 100.0
Canara 2 3.3 2 3.3 44 73.3 12 20.0 0 0.0 60 100.0
IOB 2 3.3 2 3.3 4 6.7 16 26.7 36 60.0 60 100.0
IB 1 1.7 1 1.7 10 16.7 28 46.7 20 33.2 60 100.0
ICICI 0 0.0 0 0.0 8 13.3 32 53.5 20 33.2 60 100.0
HDFC 0 0.0 0 0.0 21 35.0 19 31.8 20 33.2 60 100.0
Axis 0 0.0 0 0.0 8 13.3 24 40.0 28 46.7 60 100.0
KVB 0 0.0 0 0.0 4 6.7 13 21.6 43 71.7 60 100.0
Total 40 8.3 30 6.2 99 20.6 144 30.0 167 34.9 480 100.0
Source: Primary Data
218
From the table 5.45, it is found that out of 480 respondents 167 respondents
(34.9 percent) were recommended their present bank at the rate of 9-10 (80 percent to
100 percent) and followed by 144 respondents (30.0 percent) were recommended their
present bank at the rate of 7-8 (70 percent to 80 percent) 99 respondents (20.6
percent) were recommended their present bank at the rate of 5-6 (50 percent to 60
percent) and 40 respondents (8.3 percent) were recommended their present bank at the
rate of 1-2 (10 percent to 20 percent) and 30 respondents 6.2 percent were
recommended their present bank at the rate of 3-4 (30 percent to 40 percent)
CONCLUSION
In this chapter the researcher has studied the customer perception on internet
banking and problem faced by the bank customers in Madurai city. This chapter also
focuses the opinion of the respondents regarding name of the bank by providing better
services than present bank and the reason for switch over to other bank.