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research towards the consumer attitude on online banking
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Chapter-1
Introduction
1.1 Overview of E-Banking
Bank branches alone are no longer enough to offer services to meet the need of
today’s high demanding customers. Electronic or online banking is the latest delivery
channel to be presented by the retail banks and there is large customer acceptance rate
which means delivery of banking services to customers using electronic technology
either at their office or home. The e-banking offers huge opportunities in every sphere
of business as the competitive advantage, member/client retention, increased revenues
and reduced costs. Understanding clients, organizational elasticity, availability of
resources, system security, reputable brand name, having multiple integrated
channels, e-channel specific marketing, support from top management and good
client services are the vital factors for the success of e-banking. In E-banking system,
banks are increasing their customer base with the help of multiple e-delivery channels
like ATMs, Credit/Debit/Smart Cards, Internet banking, Mobile banking, Tele
banking, EFTs etc. E-banking is offered by many banking institutions due to
pressures from global competitions hence, in case of delay in offering transactions
based services on the internet; they might lose their market share. To be successful,
banks have to offer e-banking facility instead of being pushed into it by others. The
customers can do their banking not only when they want to do but also from the
convenience, comfort, confidentiality and security of their homes by using internet or
other networks, television, telephone/modems. Due to various aspects of technology,
there is a need to monitor efficiency of the banks to best judge their status in global
environment. The banks with adequate electronic base are gaining momentum where
the others are fighting for their survival.
1.2 Profile of the organization
1.2.1 Nature of the Organization
1. State Bank of India is an Indian multinational, Public
Sector banking and financial services company. It is a government-owned
corporation with its headquarters in Mumbai, Maharashtra. It operates in Banking
& Financial services. State Bank of India is a regional banking behemoth and has
20% market share in deposits and loans among Indian commercial banks.
2. Bank of Baroda (BOB) is an Indian state-owned banking and financial
services company headquartered in Vadodara (earlier known as Baroda) in
Gujarat, India. It is the second-largest bank in India, after State Bank of India, and
offers a range of banking products and financial services to corporate and retail
customers through its branches and through its specialized subsidiaries and
affiliates. It operates in Banking and Financial services.
3. PNB established in 1895 at Lahore, undivided India, Punjab National Bank
(PNB) has the distinction of being the first bank to have been started solely with
Indian capital. Since its entry into the economy, the bank has grown in size and
nature to become a successful frontline banking institution in India. It is a service
Industry.
4. Canara Bank is an Indian state-owned bank headquartered in Bangalore,
Karnataka. It was established in 1906, making it one of the oldest banks in the
country; the bank was nationalized in 1969. As of July 2014, the bank had a
network of 5150 branches and more than 7000 ATMs spread across India. The
bank also has offices abroad in London, Hong Kong, Moscow,
Shanghai, Doha, Dubai, and New York. It operates in Banking and financial
services.
5. Bank of India is commercial bank with headquarters in Mumbai, Maharashtra,
India. Founded in 1906, it has been government-owned since nationalization in
1969. Bank of India has 4545 branches as on 31 December 2013, including 54
branches outside India. BOI is a founder member of SWIFT (Society for
Worldwide Inter Bank Financial Telecommunications), which facilitates
provision of cost-effective financial processing and communication services. It
operates in financial services.
6. HDFC Bank Limited is an Indian banking and financial services company
headquartered in Mumbai, Maharashtra. It is the fifth largest bank in India by
assets, incorporated in 1994. It is the largest private sector bank in India
by market capitalization as of 24 February 2014. The Housing Development
Finance Corporation Limited (HDFC) was amongst the first to receive an ‘in
principle’ approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of RBI’s liberalization of the Indian Banking Industry in
1994. The bank was incorporated in August 1994 in the name of ‘HDFC Bank
Limited’, with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995.
7. ICICI Bank is an Indian multinational banking and financial services company
headquartered in Mumbai, Maharashtra, India. As of 2014 it is the second largest
bank in India in terms of assets and market capitalization. It offers a wide range of
banking products and financial services for corporate and retail customers through
a variety of delivery channels and specialized subsidiaries in the areas
of investment banking, life, non-life insurance, venture capital and asset
management. The Bank has a network of 3,845 branches and 12,012 ATMs in
India, and has a presence in 19 countries.
8. Axis Bank Limited (formerly UTI Bank) is the third largest private sector bank
in India. It offers financial services to customer segments covering Large and
Mid-Sized Corporate, MSME, Agriculture and Retail Businesses. Axis Bank has
its headquarters in Mumbai, Maharashtra.
9. Kotak Mahindra Bank Ltd is a one stop shop for all banking needs. The bank
offers personal finance solutions of every kind from savings accounts to credit
cards, distribution of mutual funds to life insurance products. Kotak Mahindra
Bank offers transaction banking, operates lending verticals, manages IPOs and
provides working capital loans. Kotak has one of the largest and most respected
Wealth Management teams in India, providing the widest range of solutions to
high net worth individuals, entrepreneurs, business families and employed
professionals. It ia public company and operates in Banking & Finance.
10. Yes Bank, is India's fourth largest private sector Bank, founded by Rana
Kapoor in 2004 Yes Bank is the only Greenfield Bank license awarded by the
RBI in the last two decades. Yes Bank is a “Full Service Commercial Bank”, has
steadily built a Corporate, Retail & SME Banking franchise, Financial Markets,
Investment Banking, Corporate Finance, Branch Banking, Business and
Transaction Banking, and Wealth Management business lines across the country.
1.3 Vision and Mission of the Organization
1.3.1 Vision and Mission of SBI
(a) Vision of SBI
i. My SBI.
ii. My Customer first.
iii. My SBI: First in customer satisfaction
(b) Mission of SBI
i. We will be prompt, polite and proactive with our customers.
ii. We will speak the language of young India.
iii. We will create products and services that help our customers achieve
their goals.
iv. We will go beyond the call of duty to make our customers feel valued.
v. We will be of service even in the remotest part of our country.
vi. We will offer excellence in services to those abroad as much as we do to
those in India.
1.3.2 Vision and Mission of BOB
To be a top national ranking bank of International standards committed to
augmenting stake holders’ value through concern, care and competence.
1.3.3 Vision and Mission of PNB
(a) Vision of PNB
i. To evolve and position the bank as a world class, progressive, cost effective
and customer friendly institution providing comprehensive financial and
related services.
ii. Integrating frontiers of technology and serving various segments of society
especially weaker section.
iii. Committed to excellence in serving the public and also excelling in corporate
values.
(b) Mission of PNB
i. To provide excellent professional services and improve its position as a
leader in financial and related services.
ii. Build and maintain a team of motivated workforce with high work ethos.
iii. Use latest technology aimed at customer satisfaction and act as an effective
catalyst for socio economic development.
1.3.4 Vision and Mission of Canara Bank
(a) Vision of Canara bank
To emerge as a ‘Preferred Bank’ by pursuing global benchmarks in
profitability, operational efficiency, asset quality, risk management and
expanding the global reach.
(b) Mission of Canara Bank
To provide quality banking services with good customer care, create value
for all stakeholders and continue as a responsive corporate social citizen.
1.3.5 Vision and Mission of Bank of India
(a) Vision of Bank of India
To Become The Bank of choice for Corporate, Medium Business And Up
market Retail Customers And Developmental Banking For Small Business,
Mass Market And Rural Markets.
(b) Mission of Bank of India
To provide superior, proactive banking service to niche markets globally,
while providing cost effective, respective, responsive service to others in our
role as a development bank, and in doing so, meet the requirement of our
stakeholders.
1.3.6 Vision and Mission of HDFC Bank
(a) Vision of HDFC Bank
To be customer driven best managed enterprise that enjoys market
leadership in providing housing related finance.
(b) Mission of HDFC Bank
To provide a package of attractive financial services for housing purposes
through a competent and motivated team of employees using the state of
the art technology to maintain financial stability and growth of the
organization whilst contributing to the national goal of providing decent
housing to all.
1.3.7 Vision and Mission of ICICI Bank
(a) Vision of ICICI Bank
To be the leading provider of financial services in India and a major
global bank
(b) Mission of ICICI Bank
The mission statement of ICICI Bank consists of several points, but the
first is to become the first choice among customers by providing world-
class services.
1.3.8 Vision and Mission of Axis Bank
(a) Vision of Axis Bank
To be the preferred financial solutions provider excelling in customer
delivery through insight, empowered employees and smart use of
technology.
1.3.9 Vision and Mission of Kotak Mahindra
(a) Vision of Kotak Mahindra
To be the most trusted Global Indian Financial Services brand and the
most preferred financial services employer with focus on creating value.
1.3.10 Vision and Mission of Yes Bank
(a) Vision of Yes Bank
i. To be recognized as the ‘Best Quality Bank of the World in India’ by 2020
ii. To evolve as the Professionals’ Bank of India
(b) Mission of Yes Bank
To establish a high quality, customer centric, service driven, private Indian
Bank catering to the ‘Future Businesses of India’.
1.4 Size of the Organization
1.4.1 SBI
In terms of turnover SBI has NET PROFIT INR 10,891.17 NET INCOME INR
136,350.80 and in terms of man Power SBI has 222,033 employees till 2014.
1.4.2 BOB
In terms of turnover BOB has REVNUE INR 346 billion NET INCOME INR 52.48
billion and in terms of man Power BOB has employees 49,260 till 2014.
1.4.3 PNB
In terms of turnover PNB has REVNUE INR 474 billion (us$8.7billion)NET
INCOME INR 49.54 billion (us$ 906 million) and TOTALASSETS INR 4.97
trillion (us$ 90.9 billion) during 2013 and in terms of man power PNB has 23610
officers, 25449 clerks and 14233 sub staff so total number of employees including
those in the subsidiaries was 63,292 at the end of march 21.
1.4.4 Canara Bank
In terms of turnover Canara Bank has REVNUE INR 339 billion NET INCOME
INR 33.41 billion and in terms of man Power Canara Bank has 44,090 employees
till 2012.
1.4.5 BOI
In terms of turnover Canara Bank has REVNUE INR 243935.0 million NET
INCOME INR 24887.1 million and in terms of man Power BOI has 45,490
employees till
1.4.5 HDFC Bank
In terms of turnover HDFC Bank has REVNUE INR 6.5 billion NET INCOME
INR 1.87 billion and in terms of man Power HDFC Bank has 999,065 employees
till 2013.
1.4.6 ICICI Bank
In terms of turnover ICICI Bank has REVNUE INR 8.255 billion NET INCOME
INR 1.934 billion and in terms of man Power ICICI Bank has 94,204 employees
till 2014.
1.4.7 Axis Bank
In terms of turnover Axis Bank has REVNUE INR 340 billion NET INCOME INR
94 billion and in terms of man Power ICICI Bank has 42,420 employees till 2014.
1.4.8 Kotak Mahindra
In terms of turnover Kotak Mahindra has NET PROFIT INR 1,502.52 NET
INCOME INR 8,767.12 during 2013 and in terms of man Power Kotak
Mahindra has 17950 employees till Dec 2014
1.4.9 Yes Bank
In terms of turnover Yes Bank has REVNUE INR 99.8 billion NET INCOME INR
11.7 billion and in terms of man Power Yes Bank has 8,798 employees on 31
March 2014.
1.5 Structure of the Organization
1.5.1 Organization structure of SBI
Figure No-1: Organization Structure of SBI
1.5.2 Organization structure of BOB
Figure No-2: Organization Structure of BOB
1.5.3 Organization structure of PNB
Figure No-3: Organization Structure of PNB
1.5.4 Organization structure of Canara Bank
Figure No-4: Organization Structure of Canara Bank
Board of directors
CMD
EDGM (Credit)
GM ( NPA
& Wea
k Account)
GM (Retail & lending)
GM (Treasur
y)DGM
DGMAGM
AGM
Funtional Head
AGM
.
.
.
.
.
.
DGM
.
.
.
.
.
.
GM (IRM
D)
GM (Deposits
)
GM (Aud
it)
.......
Board of Directors
Chairman & managing Director
Executive Director
General Managers
Regional Offices
Branches
1.5.5 Organization structure of BOI
Figure No-5: Organization Structure of BOI
1.5.6 Organization structure of HDFC Bank
Figure No-6: Organization Structure of HDFC Bank
1.5.7 Organization structure of ICICI Bank
Figure No-7: Organization Structure of ICICI Bank
1.5.8 Organization structure of Axis Bank
Figure No-8: Organization Structure of Axis Bank
1.5.9 Organization structure of Kotak Mahindra
CEO
Chairman of Board
Director
CFO
Secretary
Corporate & Institutional BankingBusiness BankingEmerging Corporate BankingRetail BankingTreasury
Development Knowledge
Banking
Corporate & Development
Banking
Treasury
Investment Banking
Transaction Banking
Corporate Finance
P R O D U C T
Figure No-9: Organization Structure of Kotak Mahindra Bank
1.5.10 Organization structure of Yes Bank
Figure No-10: Organization Structure of Yes Bank
CTO
Joint Managing Director
DEPARTMENTS
1.6 Market Share of the Organization
1.6.1 Market Share of the SBI, BOB, PNB, Canara and BOI in terms of Net
Profit
Name Net Profit
SBI 10,891.17
Bank of Baroda 4,541.08
PNB 3,342.57
Canara Bank 2,438.19
Central Bank -1,262.84
Bank of India 2,729.27
Table No-1: Net Profit of all selected Public Banks
Figure No- 11: Pie chart representation of Net Profit of all selected Public Banks
1.6.2 Market Share of the HDFC Bank, ICICI Bank, Axis Bank, Kotak
Mahindra, Yes Bank in terms of Net Profit
Name Net Profit
HDFC Bank 8,478.40
ICICI Bank 9,810.48
Axis Bank 6,217.67
Kotak Mahindra 1,502.52
IndusInd Bank 1,408.02
Yes Bank 1,617.78
Table No-2: Net Profit of all selected Private Banks
Net Profit
HDFC BankICICI BankAxis BankKotak MahindraIndusInd BankYes Bank
Figure No- 12: Pie chart representation of Net Profit of all selected Private Banks
1.7 Products and Services offered by Organization
1.7.1 Products and Services offered by SBI
a) Personal Banking
b) Industries
c) NRI Banking
d) Corporate Banking
e) Small Scale
f) Small Business Finance
g) Agriculture Finance
h) Government business
1.7.2 Products and Services offered by BOB
a) Deposit Products
b) Loan facilities to NRIs
c) How to send money to India
d) Investment opportunities and other value added products
1.7.3 Products and Services offered by PNB
a) Saving Accounts
b) Current Accounts
c) Fixed Deposit Scheme
d) Scheme Credits Scheme
e) Social Banking
f) Corporate Banking
g) Business Sectors
h) Other Services and Businesses
1.7.4 Products and Services offered by Canara Bank
a) Corporate Banking
b) NRI Banking
c) Priority and SME credits
d) Bank Deposits
e) Loan and advances
1.7.5 Products and Services offered by BOI
a) Ancillary Services
b) Cards
c) Deposit Schemes
d) Loans NRI Banking
e) Online Services
1.7.6 Product and Services offered by HDFC Bank
a) Personal Banking
b) NRI Banking
c) Wholesale Banking
d) Personal loans
e) Home loan
f) Education loan
g) Two Wheeler loan
1.7.7 Product and Services offered by ICICI Bank
a) Savings Account
b) Family wealth account
c) Home Loans
d) Car loans
e) Foreign Exchange Reserves
f) Lockers
g) Demat Account
h) Iwealth
i) IMobile
j) E- locker
k) I-track
l) Video banking App
m) Service by Appointment
1.7.8 Product and Services offered by Axis Bank
a) Account
b) Deposit
c) Safe Deposit locker
d) Home loan
e) Edge loyalty rewards
f) Insurance
g) investments
1.7.9 Product and Services offered by Kotak Mahindra Bank
a) Corporate Banking
b) Venture fund Management
c) Retail Liabilities
d) Treasury and Investments
e) Lending
1.7.10 Product and Services offered by Yes Bank
a) Infrastructure Banking & Project Finance
b) Structured Finance
c) Realty Banking
d) Advisory & Syndications
e) Project Equity
1.8 Present Leadership
1.8.1 Present leadership of SBI
Figure No-13: Top level members of SBI
1.8.1 Present leadership of BOB
Figure No-14: Top level members of BOB
1.8.2 Present leadership of PNB
Figure No-15: Top level members of PNB
1.8.3 Present leadership of Canara Bank
Figure No-16: Top level members of Canara Bank
1.8.4 Present leadership of BOI
1.8.5 Present leadership of HDFC Bank
Figure No-18: Top level members of HDFC Bank
1.8.6 Present leadership of ICICI Bank
Figure No-19: Top level members of ICICI Bank
1.8.7 Present leadership of Axis Bank
Figure No-20: Top level members of Axis Bank
1.8.8 Present leadership of Kotak Mahindra
Figure No-21: Top level members of Kotak Mahindra Bank
1.8.9 Present leadership of Yes Bank
Figure No-22: Top level members of Yes Bank
1.9 Strength and Weakness of the Organization
1.9.1 Strength and Weakness of SBI
Strength Weakness
a) The biggest bank in the country
b) Has a separate act for itself.
Thus, a special privilege.
c) Biggest branch network in the
country
d) First public sector to move to
CBS
a) Huge amount of staff
b) Expected to experience high
level of attrition due to
retirement of its top
management
c) Still carries the image of the old
Govt. sector bank
Table No-3: Strength and weakness of SBI
1.9.2 Strength and Weakness of BOB
Strength Weakness
a) One of the biggest names in
public sector banking
b) No. of services and products
offered by the bank
c) CBS implementation in its
branches
a) Lesser branches across the
country when compared with
SBI and PNB
b) Due to focus on international
branches, local focus
sometimes gets diluted
d) International presence adds to
the credibility
Table No-4: Strength and weakness of BOB
1.9.3 Strength and Weakness of PNB
Strength Weakness
a) Diversified operations with
5100 branches
b) Strong I. T support with “best
fit” approach
c) Schemes for small and medium
scale businesses
d) It is the second largest state-
owned commercial bank in
India with about 5000 branches
across 764 cities
e) Its 56,000+ workforce serves
over 37 million customers
a) Less penetration in the urban
areas
b) Inadequate advertising and
branding as compared to other
banks
c) Legal issues regarding
employees caused a bad name
of PNB
Table No-5: Strength and weakness of PNB
1.9.4 Strength and Weakness of Canara Bank
Strength Weakness
e) Innovative schemes
f) Technologically advance
g) Articulation of good banking
h) Canara bank has employed over
44,000 people
i) Canara bank made a partnership
with UNEP to initiate a
successful solar loan programme
c) Inadequate Publicity
d) Low International presence
e) Customer service is lesser as
compared to other banks
Table No-6: Strength and weakness of Canara Bank
1.9.5 Strength and Weakness of BOI
Strength Weakness
a) A public sector undertaking.
Thus, has government backing
b) Increasing profits over the years
c) Pan India presence with over
3400 branches
d) Founder of SWIFT (Society for
Worldwide Inter Bank Financial
Telecommunications)
e) Large employee base
a) Brand valued not as big as SBI
or BOB
b) The branches are not
modernized in many cities as
compared to leading banks
Table No-7: Strength and weakness of BOI
1.9.6 Strength and Weakness of HDFC Bank
Strength Weakness
a) One of the leading new age
private sector bank
b) HDFC Bank has over 1700
branches and over 5000 ATMs,
in 780 cities in India
c) Existing CBS across its
branches
d) Huge employee base i.e more
than 51000 employees
e) Large collaborations with
corporate for employee salary
accounts
a) Rural penetration is low
b) Lesser no. of branches when
compared with its competitors
Table No-8: Strength and weakness of HDFC Bank
1.9.7 Strength and Weakness of ICICI Bank
Strength Weakness
a) Front runner in the Indian
Private Banking Sector
b) Strong presence via its branches
c) High use of technology to make
a) Too much competition in the
banking sector affecting
employee and customer
management
life simpler for the customers
d) Large no. of facilities for the
customers in terms of products
and services
e) Over 75,000 employees at ICICI
f) Decades of Experience in the
Banking sector along with
marketing has added to the
brand name
g) Presence in over 19 countries
b) Many branches in urban areas
has led to high cost
Table No-9: Strength and weakness of ICICI Bank
1.9.8 Strength and Weakness of Axis Bank
Strength Weakness
a) The bank has a good image
among urban population
b) The bank is registering a good
growth
c) A huge portfolio of product and
services
d) Decent penetration in the rural
areas
a) Lesser no. of branches
compared to its competitors
b) Image of the bank still under the
shadow of the UTI debacle
e) One of the largest private sector
financer in India for Agriculture
loans wiz Retail Agri &
Corporate Agri
Table No-10: Strength and weakness of Axis Bank
1.9.9 Strength and Weakness of Kotak Mahindra Bank
Strength Weakness
a) Innovative financial products of
diverse categories
b) Kotak Mahindra Finance Ltd. is
the first company in the Indian
banking history to convert to a
bank
c) Comprehensive Cash
Management System
d) Has over 20,000 employees
e) customer account base of over
2.7 million
a) Lesser penetration as being
late entrants
b) Low publicity and marketing
as compared to other premium
banks in the urban areas
Table No-11: Strength and weakness of Kotak Mahindra Bank
1.9.10 Strength and Weakness of Yes Bank
Strength Weakness
a) Yes bank follow a technology
called monitor for the
customers to do transaction
easily.
b) Yes bank has launched auto
a) Rural presence is lower than
banks like HDFC bank, ICICI
Bank, Axis Bank etc.
b) Yes bank do not follow External
Recruitment.
credit service to boost its low
cost deposits and attract retail
customers.
c) Yes bank launches yes remit
easy, fast and secured online
money transfer option to India.
d) Yes bank has also launched a
special programme called yes
dairy for the benefit of farmers
to generate credit through milk.
c) Centralized decision making
authority in all departments
which delays decision making as
well as local level hierarchy has
not been given approving power
Table No-12: Strength and weakness of Yes Bank
1.4 Objectives of the Research
1.4.1 To identify the factor influencing customer perception on usage of e-banking
services of public and private sector banks.
1.4.2 To study the significant difference in customer perception of public and private
sector.
1.5 Scope of the Research
The study will be undertaken to identify the consumers’ perception on usage of
electronic banking services in India of Public and Private sector bank. The SBI,
BANK OF BARODA, PNB, CANRA BANK, BANK OF INDIA are selected
among various public sector banks and HDFC, ICICI, AXIS BANK, KOTAK
MAHINDRA BANK, YES BANK are selected among various private sector banks
for this study. The Study is confined to Delhi-NCR region of India.
1.6 Research Methodology
The study will be exploratory in nature. It describes specific behavior as it occurs in
the environment. It addresses the "what" question i.e., what are the characteristics of
the population or situation being studied? It is used to describe characteristics of a
population or phenomenon being studied.
1.6.1 Data Collection
This is a comparative study on the e-banking service of both public and private
sector banks. Primary and Secondary Data is used for Analysis. Primary Data is
collected through questionnaire. About 200 questionnaires are being circulated in
different banks either by using direct method or through mails. Secondary Data is
collected through Research papers, Journals and Books etc.
1.6.2 Data Analysis
The above objectives of the study will be achieved by using the methods of
statistical analysis, technical analysis and through investigation of primary and
secondary data. For this Factor analysis and T-test will be used as the technique for
data analysis.
Research Design Exploratory
Technique` T-test and Factor Analysis
Data Type Primary and Secondary
Data will be tabulated by using Ms-excel. SPSS are used for conducting test or for
analysis of Data.
Chapter-2
Literature Review
2.1 Literature Reviews
Combination of TAM(Technology Acceptance Model) and TPB(Technology
Planned Behavior)in Internet Banking Adoption (1, February 2013)
The result of this study shows that perceived ease of use, perceived usefulness, attitude,
subjective norm and perceived behavioral control are the important determinants of
online banking adoption. This study meets the desired objective; but it suffers from one
setback. The relatively small size of the sample limits generalization of the outcome of
the study. This study was conducted to explore the factors influencing intentions to adopt
Internet banking services. As such, there is still room for further investigation into the
adoption of Internet banking services. The replication of this study on a wider scale with
more IB customers and with different national cultures is essential for the further
generalization of the findings. By using a longitudinal study in the future, we could
investigate our research model in different time periods and make comparisons, thus
providing more insight into the phenomenon of online banking adoption.
“Acceptance of E-Banking among Adult Customers: An Empirical Investigation in
India”, Dixit, Neha and S. K. Datta (2010)
Internet banking is a form of self service technology. The numbers of Internet users have
increased dramatically, but most of them are reluctant to provide sensitive personal
information to websites because they do not trust e-commerce security. This paper
investigates the factors which are affecting the acceptance of e-banking services among
adult customers and also indicates level of concern regarding security and privacy issues
in Indian context. Also a reason, of not accepting online banking by adult customers is no
training or guidance from the bank’s side. The result of this study viewed that adult
customers are more reluctant to join new technologies or methods that might contain little
risk. It is also important to note that some adult customers are interested in online
banking; however, they do not possess the necessary computer literacy to conduct it. In
addition banks should design the website to concern security and privacy issues.
“Online Frauds in Banks and Commerce”, Singh, N. P. (2007) Hi-tech fraudsters
have urbanized a new way of tricking on line banking customers. One such most
well known and fast growing technique is phishing.
Phishing: Phishing is derived from the word fishing. Phishing also called brand spoofing,
is a term used for a short of fraud where phishes send out spoof email to a random
database to fool the recipient in to divulging personal information like credit cards
details, usernames and passwords, that can be used for identity theft. Online banking is
designed mainly to achieve two objectives. First, increased convenience for the customer
and second, reducing the cost of operations to the banks. Numerous benefits such as
lower fee to go online, higher interest rates, online viewing of account details and
statement information, pay bills, transfer money between applying for accounts,
scheduling automatic periodic payments such as rent or loan payments, applying for
accounts or loans and managing loyalty points to achieve first objective. In the process
banks are able to reduce cost of operations to some extent. The study opined that there is
a sharp rise in phishing statistics as it evident from the values in various tables. May it be
number of hosting of phishing sites, or mails received about phishing monetary loss
either of the customers or of organizations. The main reason for losses/success of frauds
is ignorance on part of customer as well as service providers (bankers, retailers, etc.). It
requires stringent methods of educating customers and regular review of security related
information of individual customers.
“Online Banking Provides Satisfaction and Convenience for Users” Knapp, Ann
(2008)
With all attention online banking has received in the last couple of years, it seems there
are new online banks popping up everywhere. Users are choosing online banking for its
ease and convenience. And while issues of identity theft are important factors to consider
with online banking, it has not stopped people from utilizing the web to streamline their
finances. Recent studies suggest that internet banking does not just make life easier,
customers who choose it seem to be more satisfied with their bank. As a result, banks are
seeing tremendous growth in online service. One major commercial bank cited that in
2004, there were 3.4 million customers paying bills online, followed by an increase to 6
million online bill payers just a year later.
Banker’s Perspectives on E-Banking”, Sharma, Himani (2011)
This research paper is about the banker’s perspectives on e-banking activities of
respondents, impact of e-banking and promotional measures used by banks to promote e-
banking. The survey data used in this research are collected through a questionnaire in
Northern region of India by administering to 192 bankers. The enquiry reveals that
customers generally use e-banking services on persuasion of bankers. The bankers are
convinced that e-banking helps in improving the relationship between bankers and
customers and that it would bring patent improvement in the overall performance of
banks.
“User Friendly E-Banking”, Rourke, Chris (2004)
This article discusses the importance of usability within the e-banking sector and
identifies common usability problems and ways to resolve them. Research shows 50% of
perspective customers registering for online banking bail out before signing up, mostly
due to problems navigating the site, completing online form, security fears, and
understanding content and feedback. It is widely recognized that online banking provides
more revenue per customer and costs less per transaction than any other channel,
including phone banking. Banks aiming to profit the most from the increase in online
banking volumes should consider the usability and accessibility of all aspects of their site
to welcome them.
“Customer Perspective on E-Business Value: Case Study on Internet Banking”,
Safeena, Rehmath (2010)
In this research paper she has determined the consumer’s perspective on internet banking
adoption. Though customer acceptance is a key driver determining the rate of change in
the financial sector. This study aims at examining the impact of perceived usefulness,
perceived ease of use, consumer awareness on internet banking and perceived risk on the
acceptance of internet banking by the consumers. The result of this study concludes that
majority of customers are accepting online banking because of many favorable factors.
Analysis concluded that usefulness, ease of use of the system awareness about online
banking and risks related to it are main perusing factors to accept online banking system.
These factors have a strong and positive effect on customers to accept online banking
system.
“Internet Banking as a tool for Customer Relationship Management – A Study on
Customer Perspective”, Krishnamoorthy, V. and R. Srinivasan (2013)
This study intends to throw light on customer perception on internet banking which
serves as a tool for Customer Relationship Management. Data was collected from 154
respondents who are exposed to Internet Banking. This study clearly indicates that banks
are finding difficulty in retaining their existing customers, for which either they need to
come up with innovating, customized products or they need to develop trust with their
customers and maintain the relation with them.
A Comparative study of Consumer perception toward e-banking services provided
by selected private & public sector Bank in India (9, september2013)
This study has analyzed the overall perception of customers regarding the services of e-
banking. Age and occupation are the important demographic factors in the banks which
have used to measure the perception of the customers on e-banking services. E-Banking
will be successful for banks only when they have Commitment to e-Banking along with a
deeper understanding of customer needs. This can come only when the bank has a very
big base of customers, best people, and a service attitude. Banks should concentrate on
above lines in order to have effective e-banking practices. The study concluded that
different age group of customers have different perception toward the e-banking services
and the usage level of these banks’ customer is different so bank should concentrate on
all the age group of customers for betterment of e-banking banks. It has also seen that
different occupation group of customers have different perception toward the e-banking
services. There are good number of customer in every group like student, service class,
business class and professionals, it shows that they all are keen interesting in using the e-
banking service.
Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-
banking(1,sep 2011)
This study show that the perceived usefulness, perceived ease of use and perceived
credibility are the main important determinants of internet banking adoption, all these
three factors have a great influence on the customers acceptance of the system. Moreover,
the system credibility disturb both the current and potential customers who intended to
use internet banking services, because of the risk that their personal information might
fall into wrong hands or may lose their money during the transaction process. For this
research, the following limitations existed in the collection and analyzing data. First the
survey assumed that the respondents have the same level of internet skills, familiarity
with banks and banking transactions and have been exposed to or have knowledge of the
existence of e-banking alternatives. For these responses in particular, it was difficult to
ensure the true validity of the responses or the identity of the respondent. Second the
sample size was relatively small and most respondents were young. Third a linear
regression (between the variables) is used instead of multiple regressions and no
correlation test was made between demographics and the main three factors. Finally,
from our study we present the following suggestions:
1) Future study might involve testing the effects of other external factors such as service
quality, speed and Computer Self-Efficacy on our considered factors (PU, PEOU and
PC). And the affects of the same factors on internet banking adoption.
2) Banks need to offer knowledge to their customers about transactions security and
privacy to increase the trust of using the web system.
3) Internet banking is gaining more popularity and becoming important in doing financial
transactions, so Bank's mangers have to improve their services to attract more customers.
4) Customers point view and their suggestions should be considered in any future survey.
Benefits and Risks of E-Banking: Case of Commercial Banking In
Zimbabwe(15,april 2013)
The research results show that by adopting e-banking banks expose themselves to
operational and reputational risks. If e-banking is to be successful in Zimbabwe, the
services must be carefully integrated into the traditional system so as to avoid causing
unnecessary disruptions to any services offered by the bank. The study also concludes
that fraud poses the biggest challenge to commercial banks as they adopt electronic
delivery channels. The cost of implementation for e-banking can be too high for
commercial banks as it largely requires infrastructural development, training of staff
members and sometimes even outsourcing some of the electronic banking services. The
adoption of e-banking requires the incorporation of sound risk management principles for
it to be effective. Each financial institution should apply guidelines based on its scope
and level of sophistication. Typically, electronic banking amplifies the scale of exposure
of banks to traditional risks, such as transaction, strategic, reputational, and compliance
risks, among others. Therefore, banks should ensure that there are adequate policies and
procedures relating to risk management which involve an element of a segregation of
duties; an effective security program has been implemented with appropriate
communication on policy, procedures, and practices, with the necessary support from the
bank's directorate.
An exploratory study on internet banking usage in semi-urban areas in India(8,aug.
2013)
Internet banking can be considered a remarkable development in the banking sector. The
ability to carry out banking transactions through the Internet has empowered customers to
execute their financial transactions within the comfort of their homes. Internet banking
provides benefits both bankers and customers alike. For the bankers this system is cost-
effective, as it has considerably reduced the administrative costs and paperwork related to
the transactions. Besides, banks can also cater to the needs of thousands of customers at
the same time. Conventional banking has always been slow and time consuming. But,
Internet banking has tremendously reduced the time required to process banking
transactions, thereby making banking faster and convenient. With many other advantages
the greatest advantage of Internet banking lies in the fact that customers are no longer
required to wait in those long and wearisome queues of the banks to request a financial
transaction or statement. With the help of Internet banking, customer can access any
information regarding their account and transactions, any time of the day. Therefore,
customer can regularly monitor their account as well as keep track of financial
transactions, which can be of immense help in detecting any fraudulent transaction. In
addition to this, fund transfers, both national and international, have also become faster
and convenient. There are lots of advantages of Internet Banking services like; time
saving, minimum efforts, cost saving, easiness and many more. But, most of the people in
India especially in the rural and semi-urban areas are not using these services. This study
was focused on to semi-urban areas customer’s perception towards impeding the usage of
Internet banking and in this study identified nine factors i.e. cost, reliability, processing
barriers, security issues, technological incontinence, lack of infrastructure, conventional
approach, risk and resistance. To increase the use of Internet banking in semi-urban areas
carrying out Internet banking properly, a basic knowledge of computers and the Internet
is required, which limits the number of people willing to avail this facility as till date
60% of india population still stay in village where internet development is moving at very
steady rate hence it is most important to develop Internet Banking services in remote
areas of India. Many people, who are not comfortable with computers and the Internet,
often find it difficult to use internet banking. Therefore, for beginners, Internet banking is
really time consuming process. In addition to this, people also find a difficulty in trusting
a completely mechanized system like Internet Banking, in case of financial matters. In
many instances, a simple mistake, like clicking a wrong button, may create a big
problem. However, this uneasiness can be avoided by printing the transaction receipt and
keeping it with oneself, until the bank statement is received. However, with the advances
in technology, many banks have taken the adequate measures to ward off any problems
related to the security of internet banking and providing easy way to access it.
Problems Face by Customers while Using E-Banking Facilities in India
(3,march2013)
The customers are taken from various banks i.e PSU Banks, Private Bank etc... , Most of
customers know about the e-banking services offered by their bank. There is significant
difference amongst different problems identified while using e-banking services. We can
say that all these problems identified are not equally effecting in use of e banking
services. It means that some problems affect more and some problems affect less in use
of e-banking services. So to identify the affect of problems we need to do pair wise
comparison. It is seen from the pair wise comparison that there is significant difference in
the pairs of time consuming with each other problems identified except ATM out of
order; the pair of insecure with each other problems identified except password together;
each pair of ATM out of order except time consuming as well as the pair of problem of
check in mobile no. and Password together. There is significant difference amongst the
reasons considered for not using e-banking services. All these reasons are not equally
responsible for not using e banking services.
Acceptance of E-banking among Adult Customers: An Empirical Investigation in
India (aug.2010)
In a country like India, there is need for providing better and customized services to the
customers. Banks must be concerned the attitudes of adult customers with regard to
acceptance of online banking. It is shows that adult customers are more reluctant to join
new technologies or methods that might contain little risk. It’s also important to note that
some adult customers are interested in online banking; however, they do not posses the
necessary computer literacy to conduct it. In addition banks should design the website to
concern security and privacy issues. The recommendations to the banks are that they have
to increase the level of trust between banks’ website and customers. Because customer
perception on security and privacy aspect have been seen in the literature. The
importance of security and privacy for the acceptance of internet banking has been noted
in many banks study and found that people have weak understanding of internet banking,
although they are aware about risk. Banks noted that although consumer confidence in
their bank was strong yet their confidence in the technology was weak through many
studies. It is clear those adult customers are ready to adopt online banking if banks take
necessary action. There are following strategies should be applied by banks.
a) Banks should ensure that online banking is safe and secure for financial
transaction like as traditional banking.
b) Banks should organize seminar and conference to educate the customer regarding
uses of online banking as well as security and privacy of their accounts.
c) Some elder customers are hindered by lack of computer skills. They need to be
educated on basic skills required to conduct online banking.
d) Banks must emphasize the convenience that online banking can provide to elder
people, such as avoiding long queue, in order to motivate them to use it.
e) Banks must emphasize the cost saving that online can provide to the elder people,
such as reduce transaction cost by use of online banking.
Adult customer always prefers advanced technology but sometimes lack of knowledge
they are unable to access such technologies. The fact that people have positive
perceptions about online banking should be treated with great value. This is because one
bad experience can result in customer discontinuation of the E-banking service (Jun
& Cai, 2001).
ELECTRONIC BANKING CHALLENGES IN INDIA: AN EMPIRICAL
INVESTIGATION (june,2012)
The objective of this study was to identify the challenges of e-banking from the
perspective of employees and bank customers. The present investigation has shown that
legal and security issues, socio-cultural barriers, and management-banking issues are
accepted as challenges for e-banking development in India. Socio-cultural barriers rated
as the most important challenge followed by legal, security issues and Management-
banking. Knowledge, economic and infrastructural barriers are the least important
according to both staff and customers.
Ranking of indicators in table 8 highlights that less awareness regarding new
technologies ranked as the most important and unsuitable software rated as the least
important barrier among indicators.
According to the study staff with 10-20 years’ experience, more than others believed
infrastructural barriers have a negative impact on e-banking development and staff with
less than 10 years’ experience, more than others believed that legal and regulation issues
and socio-cultural issues have an inappropriate impact on e-banking development. In
addition staff believed caring about socio-cultural issues has a more effective impact on
e-banking development. Customers more than staff believed that legal and security
barriers and management and banking issues have more effect on e-banking
development. Therefore, we can highlight for customers security is still a big concern for
usage of e-banking services and the view of young and educated staff regarding e-
banking is more supportive in India.
The results of the study shed light on some important issues related to specification of
challenges for development of e-banking that have not been addressed by previous
studies. First, in terms of theory and literature this study attempts to provide a model with
six factors which almost includes all obstacles and challenges and can be useful for
further researches.
Secondly although previous studies focused on factors influencing adoption of e-banking
(online-banking) the present study investigated the status of e-banking after adoption of
e-banking by almost all India’s banks. This study finds out that still after more than one
decade of different kinds of e-services being adopted by banks in India, some aspects of
socio-cultural issues do not support e-banking and it is because of a lack of confidence in
technology and an online culture. Since the foundation of e-banking is based on such
premises, some of these local socio-cultural aspects do pose significant challenges for e-
banking development.
This study suggests that decision makers should consider focusing on the trust,
awareness, and confidence of users by enhancing security features, utilizing proper e-
legislation, and the provision of digital receipts or a guarantee for every transaction in
order to inspire greater confidence in users of such services and promote a culture of e-
banking usage across India.
Internet Banking in India Consumer Concerns and Bank Marketing Strategies
(24,oct. 2012)
It can be concluded that internet banking in India is only at its primitive stage dominated
by the Indian private and foreign banks. The use of Internet banking is confined to a few
consumer segments. The risks associated with internet banking are many, which the
banks have to model using sophisticated systems and extensive use of technology. The
legal framework as its exits requires an updating to streamline and handle the issues
associated with Internet banking. The functional model can be used to prioritize
perceptual variable concerning consumer behaviour so that value to the consumer can be
maximized. The banks can focus on strategic consumer groups to maximize its revenues
from internet banking. The experiences of the global economies suggest that banks
cannot avoid the internet banking phenomenon, but to gain a competitive advantage, they
must structure their business models to suit to Indian conditions.
2.2 Theoretical Concepts
2.2.1 History of E-banking
2.2.1 Importance of E-banking
E banking provides many advantages for banks and customer's .e-banking has made life
much easier and banking much faster for both customers and banks.
Main advantages are as follows.
a) It saves time spent in banks
b) It provides ways for international banking.
c) It provides banking throughout the year 24/7 days from any place have
internet access.
d) It provides well-organized cash management for internet optimization
e) It provides convenience in terms of capital, labour, time all the resources
needed to make a transaction.
f) Taking advantage of integrated banking services, banks may compete in new
markets, can get new customers and grow their market share.
g) It provides some security and privacy to customers, by using state-of-the-art
encryption and security technologies
Chapter-3
DATA PRESENTATION AND ANALYSIS
The present chapter incorporates data presentation and data analysis. The chapter is
divided into two parts i.e. part A consists of data presentation and part B consists of data
analysis. Data was presented with the help of tables, bar diagrams and graph. Data
analysis was done by t-test and one way anova using SPSS software package.
A. Data Presentation
Data of 100 respondents which was collected with help of questionnaire was presented
with the help of charts.
3.1 Profile of the respondents of public and private sector banks.
Following are the presentation of respondents with the help of charts and their
interpretation is also mentioned.
(i) Gender
public bank private bank Total0%
10%
20%
30%
40%
50%
60%
28%
18%
46%
35%
19%
54%
MaleFemale
Figure No. 3.1: Gender of public and private sector banks
Interpretation: Out of 100 respondents 46% were male respondents and 54% were
female respondents from which 28% male respondents and 33% female respondents avail
e-banking services from public sector banks and 18% male respondents and 19% female
respondents avail e-banking services from private sector banks.
(ii) Age
Below 20
21-35years
36 -50 Years
Above 50
Years
0
0.1
0.2
0.3
0.4
0.5
0.6
6%
32%
17%
8%1%
21%
10%5%7%
53%
27%
13%public bankpriavte bankTotal
Figure No. 3.2: Age of public and private sector banks
Interpretation: Out of 100 respondents 7% respondents were from below 20 in which
6% were from public sector bank and 1% from private sector bank, 53% respondents
were from 21-35 in which 32% were from public sector bank and 21% from private
sector bank, 27% respondents were from 36-50 in which 17% were from public sector
bank and 10% from private sector bank and 13% respondents were from above 50 in
which 8% were from public sector bank and 5% from private sector bank.
(iii) Qualification
Under graduate Graduate Post-graduate0
0.1
0.2
0.3
0.4
0.5
0.6
3%
16%
42%
2%
20% 17%
5%
36%
59%
public bank
private bank
Total
Figure No. 3.3: Qualification of Public and Private sector Banks
Interpretation: Out of 100 respondents 5% respondents were under graduate in which
3% were from public sector bank and 2% from private sector bank, 36% respondents
were graduate in which 16% were from public sector bank and 20% from private sector
bank and 59% respondents were post-graduate in which 42% were from public sector
bank and 17% from private sector bank.
(iv) Occupation
student Service Business Profession Other0
0.05
0.1
0.15
0.2
0.25
0.3
0.35
0.4
0.45
34%
13%
7% 7%
2%
11%
5%
10%
3%
45%
18% 17%
10% 10%
public bank
private bank
Total
Figure No. 3.4: Occupation of public and private sector banks
Interpretation: Out of 100 respondents 45% respondents were students in which 34%
were from public sector bank and 11% were from private sector bank, 18% respondents
were engaged in service sector in which 13% were from public sector bank and 5% were
from private sector bank, 17% were business men, 10% were engaged in some profession
and 10% were fall in other category.
B. Data Analysis
The objectives of the study were to study the significant difference in customer
perception of public and private sector, to identify the factor influencing customer
perception on usage of e-banking services of public and private sector banks and the
analysis of data collected was done with the help of t-test and one way anova.
3.1 Reliability Testing
On the basis of research papers studied in literature review some factors identified which
affect the perception of customers on usage of E banking, in consideration of factors
those questionnaire had been prepared and data was collected and reliability test was
conducted.
Reliability Statistics
Cronbach's
Alpha
Cronbach's Alpha Based on
Standardized Items
N of Items
.801 .810 25
Table No. 3.1: Reliability Statistics of banks
The combined reliability of 30 respondents was 0.810 and for a questionnaire to be
reliable it should be 0.5, thus my questionnaire was reliable.
3.2 Hypothesis Testing
This study use following hypothesis:-
(i) Ho: There is no significant difference in the perception of customer between
Public and Private sector bank.
(ii) H1: There is significant difference in the perception of customer between Public
and Private sector bank
Independent Samples Test
Levene's Test for Equality of Variances
t-test for Equality of Means
F Sig. t df Sig. (2-tailed)
Mean Difference
Std. Error Difference
95% Confidence Interval of the Difference
Lower Upper
VAR00001
Equal variances assumed
.002
.964 -.906 104 .367 -1.535 1.695 -4.896 1.826
Equal variances not assumed
-.91080.862
.365 -1.535 1.686 -4.890 1.820
Table No. 3.2: Group Statistics of perception of customers between Public and
Private sector bank
Analysis: Independent sample t-test was carried out statistically to test the difference
between perception of respondents between public and private bank. The result showed
that the total P VALUE[sig.(2-tailed)] value is 0.367 when equal variance is assumed
Group Statistics
VAR00002
N Mean Std. Deviation
Std. Error Mean
VAR00001
1 67 95.39 8.474 1.035
2 39 96.92 8.311 1.331
and 0.365 when equal variance is not assumed. Both of the value are greater than 0.05,
because of this it can be concluded that the null hypothesis is accepted and the alternative
hypothesis is rejected which depict that there is no significant difference between
perception of respondents towards e-banking between public and private sector bank.
Interpretation: The research shows that whether it is public sector bank or private sector
bank, there is no difference between the perception of customers about e-banking. The
customers has the same perception about e- banking services.
(i) H0: There is no significant difference between perception of the customers on the
basis of gender between private and public sector bank.
H1: There is significant difference between perception of the customers on the
basis of gender between private and public sector bank.
Group Statistics
Gender N Mean Std. Deviation Std. Error Mean
total1 48 96.21 9.500 1.371
2 57 95.81 7.513 .995
Table No. 3.3: Group statistics of perception of customers on the basis of gender
between public and private sector bank
Independent Samples Test
Levene's Test for Equality of Variances
t-test for Equality of Means
F Sig. t Df Sig. (2-tailed)
Mean Difference
Std. Error Difference
95% Confidence Interval of the Difference
Lower Upper
total
Equal variances assumed
5.708
.019 .242 103 .810 .401 1.661 -2.892 3.695
Equal variances not assumed
.23788.857
.813 .401 1.694 -2.965 3.768
Analysis: Independent sample t-test was carried out statistically to test the difference
between gender of respondents and their perception between public and private bank. The
result showed that the total P VALUE[sig.(2-tailed)] value is 0.810 when equal variance
is assumed and 0.813 when equal variance is not assumed. Both of the value are greater
than 0.05, because of this it can be concluded that the null hypothesis is accepted and the
alternative hypothesis is rejected which depict that there is no significant difference
between gender of respondents and their perception towards e-banking between public
and private sector bank.
Interpretation: The research shows that whether it is male or female, there is no
difference between the perception of respondents about e-banking. Both male and female
has the same perception about e- banking services.
(iii) H0: There is no significant difference between perception of the customers on the
basis of age between private and public sector bank.
H1: There is significant difference between perception of the customers on the
basis of age between private and public sector bank.
ANOVA
Sum of Squares Df Mean Square F Sig.
Between Groups
31.408 2 15.704 .219 .804
Within Groups 6961.952 97 71.773Total 6993.360 99
Table No. 3.4: One way Anova of perception of customers on the basis of age
between public and private sector bank
Analysis: One way Anova test was carried out statistically ton test difference between
age of respondents and their perception of e-banking. the result showed that the total P
VALUE[sig(2-tailed)] value is 0.804 which is greater than 0.05, thus it can be concluded
that the null hypothesis is accepted and the alternate hypothesis is rejected which depicts
that there is no significant difference between age of respondents and their perception of
e-banking.
Interpretation: The research shows that no matter about age group, there is no
difference between their perception about e-banking. All the consumers of different age
group have the same perception about the e-banking.
(iv) H0: There is no significant difference between perception of the customers on the
basis of education between private and public sector bank.
H1: There is significant difference between perception of the customers on the
basis of education between private and public sector bank.
ANOVA
Sum of Squares Df Mean Square F Sig.
Between Groups
259.292 2 129.646 1.867 .160
Within Groups 6734.068 97 69.423Total 6993.360 99
Table No. 3.4: One way Anova of perception of customers on the basis of education
between public and private sector bank
Analysis: One way Anova test was carried out statistically ton test difference between
education of respondents and their perception of e-banking. the result showed that the
total P VALUE[sig(2-tailed)] value is 0.160 which is greater than 0.05, thus it can be
concluded that the null hypothesis is accepted and the alternate hypothesis is rejected
which depicts that there is no significant difference between education of respondents and
their perception of e-banking.
Interpretation: The research shows that no matter about education, there is no difference
between their perception about e-banking. All the consumers of having different
education have the same perception about the e-banking.
CHAPTER- 4
SUMMARY AND CONCLUSION
4.1 Results of the Study
a) The research shows that there is difference in the perception of the customers
between Private and Public sector banks towards E banking services.
b) On the basis of age this study reveals that the age group of 21-35 years make
more use of E banking services.
c) This research also show that on the basis of Occupation students are the frequent
and more user of e banking services.
d) This study also reveals that the post graduate make more use of E banking
services as compare with others.
e) Promotion of E banking Products is not that much effective in public sector banks
as when compare with private sector banks.
f) Customer’s interest in using mobile-banking service is keen compared to PC
banking.
4.2 Limitations of the Study
a) The study was limited to Indian Banking Industry.
b) The study was limited to selected Public and Private sector bank which affect the
result of the study.
c) Analysis done is limited to the availability of data.
d) Due to shortage or less availability of time, it may be possible that all related and
concerned aspects may not be covered in the project.
e) The data was collected for analysis through questionnaire from 15th march 2015 to 31st
march 2015.
4.3 Scope of the Study
The scope of the study is limited to investigation of only 5 Public sector banks and 5 Private
sector Banks. The present study can be extended to include more than 5 Public and 5 Private
sector banks. The study can also be extended to other Banking Industries rather than only Indian
Banking Industry.