Upload
alpa-chhadva
View
223
Download
0
Embed Size (px)
Citation preview
8/7/2019 final rmb report
1/40
RESEARCH REPORT
ON
THE POPULARITY OF E-BANKING AMONG EDUCATED-WORKING CLASS
SUBMITTED TO :- SUBMITTED BY :-
PROF. MONA THAKKAR PANDYA ALPA CHHADVA (01)RIDHDHI CHHEDA (10)FENNY DEDHIYA (14)
HELI NISAR (34)RUCHITA SHARMA (44)SHWETA PALAN (60)
NARSEE MONJEE COLLEGE OF COMMERCE ANDECONOMICS
VILE PARLE (W), MUMBAI 400056.
1 | P a g e
8/7/2019 final rmb report
2/40
Students declaration
We, hereby declare that we have completed this project on THE
POPULARITY OF E-BANKING AMONG EDUCATED-WORKING
CLASS during the academic year 2009-2010. The information submitted is
true and original to the best of my knowledge. This work has not been
submitted for any other degree /diploma/fellowship or similar titles.
Whenever references have been made to previous work of others, it has beenclearly indicated as such and included in the Bibliography.
2 | P a g e
8/7/2019 final rmb report
3/40
ACKNOWLEDGEMENT
A Project report is an assessment of ones greatskill and aptitude. One needs to devote in immensepatience, t ime and brains for the compilat ion of one suchrewarding outcome of true efforts.
We would like to acknowledge our gratitude, with allhumbleness to all those who have helped us to put these ideas,well above the level of simplicity and into something concrete.We are very thankful to our professor Mrs. MONA THAKKAR
PANDYA for her valuable help. She was always there to show usthe right track when we needed her help. With the help of her
valuable suggestions, guidance and encouragement, we were ableto perform this project work.
We would also like to thank our colleagues, who often helped andgave us support at critical junctures during the making of thisproject.Never the last we are thankful to our families and friends who
have rendered their whole hearted support at all times for thesuccessful completion of this project report.
3 | P a g e
8/7/2019 final rmb report
4/40
TABLE OF CONTENTS
CHAPTERNUMBER
CONTENT PAGE NUMBER
STUDENTS DECLARATION
ACKNOWLEDGEMENTS
1.1 INTRODUCTION OF E-BANKING 6
1.2 INTRODUCTION TO REASEARCH 7
1.3 OBJECTIVE OF THE RESEARCH 10
1.4 HYPOTHESIS 11
1.5 RESEARCH METHODOLOGY 121.6 SAMPLING METHOD 13
1.7 DATA COLLECTION 14
1.8 IMPORTANCE OF RESEARCH 15
1.9 LIMITATIONS OF RESEARCH 16
2 LITERATURE SURVEY 17
3 DATA ANALYSIS AND
INTERPRETATION
19
4 CONCLUSION AND
RECOMMENDATION
33
5 BIBLOGRAPHY 35
6 RESEARCH QUESTIONNAIRE 37
4 | P a g e
8/7/2019 final rmb report
5/40
LIST OF TABLES AND DIAGRAMS
LIST OF TABLESTABLES PAGE NUMBER
TABLE I 17
TABLE 1 20
TABLE 2 22
TABLE 3 23
TABLE 4 24
TABLE 5 25TABLE 6 26
TABLE 7(A) 27
TABLE 7(B) 28
TABLE 8 29
LIST OF DIAGRAMS
DIAGRAMS PAGE NUMBERDIAGRAM 1 19
DIAGRAM 2 21
DIAGRAM 3 23
DIAGRAM 4 24
DIAGRAM 5 25
DIAGRAM 6 26
DIAGRAM 7(A) 27
DIAGRAM 7(B) 28
DIAGRAM 8 29
5 | P a g e
8/7/2019 final rmb report
6/40
8/7/2019 final rmb report
7/40
INTRODUCTION OF RESEARCH
Indias banking sector is growing at a fast pace and India has become one ofthe most preferred banking destinations in the world. The reasons arenumerous: the economy is growing at a rate of 8%, Bank credit is growing at
30% per annum and there is an ever-expanding middle class of between 250and 300 million people (larger than the population of the US) in need offinancial services. Also in todays world no one can survive without banks
and banking transactions. Also people in Mumbai believe in time is moneymantra. So to ease their banking transactions E- banking facilities are a
great option. So with this thought researchers have thought to choose the
popularity of E- Banking as their topic for the research.
Traditionally banks have been in the forefront of harnessing technology toimprove their products, services and efficiency. But over a period of time thetechnology has increased rapidly in India and in metro cities like Mumbai.
Internet is increasingly used by banks as a channel for receiving instructionsfrom their customers and delivering their information, products and services
to their customers. This form of banking is generally referred to as E-Banking. Thus to actually know the popularity of E- Banking facilities and to
know the scope and future prospects of E- Banking, researchers had carrieda detailed Qualitative research about the same. Also majority of the E-Banking users include the working class, as it helps them in their businesstransactions and also most importantly saves their valuable time. The
research also includes educated class of the society because it requires littleknowledge about the computers and internet, so researchers have chosen
their target group as educated/ working class.
The following are the different E-banking facilities which have been focusedupon by the researcher for the purpose of research. There are about 15-20
E-banking facilities out of which the following have been chosen.
7 | P a g e
8/7/2019 final rmb report
8/40
DIFFERENT FACILITIES OF E- BANKING
1. Automated Teller Machine (ATM)
2. Debit Cards3. Credit Cards
4. Internet Banking
5. Phone banking6. Mobile banking
7. Travelers cheque
Automated Teller Machine (ATM):
ATM is designed to perform the most important function of bank. It is
operated by plastic card with its special features. An ATM is an ElectronicFund Transfer terminal capable of handling cash deposits, transfer betweenaccounts, balance enquiries, cash withdrawals and pay bills. It may be on-line or 0ff-line. The on-line ATM enables the customer to avail banking
facilities from anywhere. In off-line the facilities are confined to thatparticular ATM assigned.
Debit CardsDebit Card is a prepaid card with some stored value. Every time a personuses this card, the Internet Banking house gets money transferred to its
account from the bank of the buyer. The buyers account is debited with theexact amount of purchases. The customer can never overspend becausethe system rejects any transaction which exceeds the balance in hisaccount.
Credit Cards :
Credit cards are one of the type of plastic money which are most
commonly used by individuals, businessman, etc. The Credit Card holder isempowered to spend wherever and whenever he wants with his Credit Card
within the limits fixed by his bank. Credit Card on the other hand, is a postpaid card.
8 | P a g e
8/7/2019 final rmb report
9/40
Internet Banking
Internet banking uses the Internet as the delivery channel by which toconduct banking activity, for example, transferring funds, paying bills,
viewing checking and savings account balances, paying mortgages, andpurchasing financial instruments and certificates of deposit. An Internet
banking customer accesses his or her accounts from a browser softwarethat runs Internet banking programs resident on the banks World WideWeb server, not on the users PC
Phone Banking
Phone banking is one of the E- Banking facility which is growing rapidly.With this facility you can carry out your banking transactions over thephone. You can make Balance Enquiries, Request for a Cheque Book,Request for Stop Payment, Make an FD, Request for a DD and do much
more.
Mobile Banking
With mobile banking you can avail various financial facilities such asaccount balance, exchange rates, location of ATMs , account lists, fundtransfer, credit card list, credit card status, credit card bill payment and
various SMS banking solution.
Travelers cheques
A medium of exchange that can be used in place of hard currency.
Travelers' checks are often used by individuals who are traveling onvacation to foreign countries. Travelers' checks are safe way to carry
currency abroad. Security is provided against lost or stolen checks by theissuing party - usually a bank. Specific checks are given unique check
numbers, similar to a normal check. When a lost or stolen check isidentified, it is simply canceled and the individual is re-issued a new check.
9 | P a g e
8/7/2019 final rmb report
10/40
OBJECTIVES OF THE RESEARCH
To know the popularity of E- banking facilities
Perceptual mapping of E-banking users.
To know the views of the customers on E-banking facilities.
To know future prospects of the electronic banking.how it is
emerging in the near future.
10 | P a g e
8/7/2019 final rmb report
11/40
HYPOTHESIS
For the research, the researchers have formulated the followinghypothesis: -
1.) NULL HYPOTHESIS : E Banking facilities are popular amongst theeducated / working class.
2.) ALTERNATIVE HYPOTHESIS: Educated/ working class does not prefer e-banking facilities.
11 | P a g e
8/7/2019 final rmb report
12/40
RESEARCH METHODOLOGY
The researchers have followed the following steps for conducting our survey:
1.) In our first step, we researchers decided the topic for our
research, i.e. Popularity of E Banking facilities amongst educated
working class.
2.) In our second step, we searched the secondary data andinformation for the project and decided on the products of E
Banking on which we wanted to conduct the survey.
3.) In the third step, we decided the hypothesis for our project.
4.) Then we identified our target population and decided our samplingprocedure, i.e. non- probability sampling.
5.) We researchers decided our data collection method as theQuestionnairemethod.
6.) In our sixth step, we collected the primary and secondary data forour project.
7.) In our next step, we analyzed our questionnaires.
8.) In the last step, we drew interpretations and generalizations
and reached unto the ultimate conclusion.
12 | P a g e
8/7/2019 final rmb report
13/40
SAMPLING METHOD
Sampling is a method wherein some elements of the population areselected to draw a conclusion about the entire population.
The researcher has used convenience sampling technique.
Convenience sampling technique is the least reliable design but
normally the cheapest and easiest to conduct. The researchers havethe freedom to choose whomever they find, thus the name
convenience. E.g. family, friends, neighbors, employees, teachersetc.
SAMPLING PROCESS:-
Area covered: - Borivali to churchgate.
Population of interest: - E-Banking facility used by people in the
age group 25-45 years.
Sampling frame: - Educated/working class
Sample size: - 115
Sampling method: - Convenience sampling.
13 | P a g e
8/7/2019 final rmb report
14/40
DATA COLLECTION
The researcher has collected the data required for research project through
2 ways:-
(A) PRIMARY DATA: Structured Questionnaire
SOURCES OF PRIMARY DATA:
The researchers have obtained data for Questionnaire by using personalinterview, telephone survey and mail survey.
The researchers have acted as enumerators on various occasions.The researchers have used structured type of Questionnaire where in all thequestions are definite, concrete, predetermined and not constructed on thespot.
(B) SECONDARY DATA:
Online Database, Journals, Surveys
Information from authenticated websites.
Other Books.
14 | P a g e
8/7/2019 final rmb report
15/40
Importance of the research
The world is changing at a staggering rate and technology is consideredto be the key driver for these changes around us. An analysis of technology
and its uses show that it has permeated in almost every aspect of our life.Many activities are handled electronically due the acceptance of information
technology at home as well as at workplace. Internet can be seen as a trulyglobal phenomenon that has made time and distance irrelevant to many
transactions. The transformation from the traditional banking towards e-banking has been a leap' change.
A research study is the complete in-depth analysis on a specific area. Sohere we selected the topic as a research ofpopularity of e-banking servicesamong the educated, working class. It is considered extremely importantaspect or service in banking industry.
1. This research study can be very useful in analyzing the market anddemand for the e-banking products.
2. Research study can also give food for thought to the new researchers.
3. Moreover, from educational perspective, a research study can enhancethe critical and analytical thinking of the researchers AND thereforecan enhance the knowledge of the researcher.
15 | P a g e
8/7/2019 final rmb report
16/40
Limitations Of Research
The topic of research is the popularity of E-banking facilities among the
educated, working class.
Mumbai is a vast city with a huge population of educated and employed
people. The number of people using E-Banking facilities in the metro is
enormous. Keeping that in mind, the researcher had various limitations whileconducting the research.
1. Time constraint: - Each and every research process had to be
completed accurately and efficiently within the given time frame.
2. Economical constraints: - the sample size of the researchers is 115
people and the type of sampling methodology undertaken by the
researchers is non-probability convenience sampling. The reason being
economical constraints. It was not possible for the researchers to do
probability sampling and do random selection of sample since time and
money were scarce.
3. The participants comprised a small sample, which can be generalized
across the sector.
4. First time: - Also the researchers were undertaking such a research for
the 1st time in its life. So the final research may have certain mistakes
or loopholes.
16 | P a g e
8/7/2019 final rmb report
17/40
5. However the researchers have tried to make the research report as
authentic as possible.
LITERATURE REVIEW
The researchers have found out secondary data from various researcharticles, research sites and research papers. They are as follows:-
1. Joseph et al. (1999):- He investigated the influence of internet on
the delivery of banking services. The following underlying dimensionsof e-banking service quality such as convenience and accuracy,feedback and complaint management, efficiency, queue
management, accessibility and customization were out.
2. IAMAI report on online banking 2006:- This table states thepercentage of online banking user who havent started online financial
transaction.Table I
% REASONS FOR NOT USING43% Security reasons
39% Prefer face to face
22% Dont know how to use
10% Sites are not user friendly
2% Banks are not providing the facility of internet
banking
68% Cannot say that when they will be starting the
financial transactions through internet.
Report also shows that maximum numbers of online banking users are
male and maximum of them are in age the group of 25-35. Numbers of
female users are very less i.e. 17% only.
3.The Indian Internet Banking Journey:- In 2001, a Reserve Bankof India survey revealed that of 46 major banks operating in India,
17 | P a g e
8/7/2019 final rmb report
18/40
around 50% were either offering Internet banking services at variouslevels or planned to in the near future.
4. Meuter et al. (2000) :- They have identified critical incidents ofcustomer satisfaction and dissatisfaction with technology-based
service encounters. This study aims to determine the levels of riskperception differences among those using Internet Banking and those
not using it.
5. It was found in an online survey that Identity theft worries have increased in
response to recent high-profile security breaches. Most people said they weremore concerned about online identity theft now than they were a few years ago,said Richard Kosinski, who works with Yahoo's advertisers in the financialservices sector
6. THE HINDU BUSINESS LINE
FINANCIAL DAILY FROM THE HINDU GROUP OF PUBLICATION
SUNDAY, FEB 15, 2004
MUMBAI SCORES HIGHEST IN ATM USAGE: SURVEY
This survey was commissioned to understand the
behavioral pattern of ATM card users across the country. In terms ofusage, it was found that ATMs were typically used for cash withdrawal, mini-
statements and balance enquiry. Mumbai scored highest in terms of ATMusage. Survey also found out that there were various complaints or issues
over ATM facilities which include lack of adequate ATM centre. This surveyalso revealed various suggestions which showed lack of awareness andmisconceptions about ATM usage among non users regarding maintaining
high balances to be able to use ATMs.
18 | P a g e
8/7/2019 final rmb report
19/40
DATA ANALYSIS AND INTERPRETATION
Q.1 Which of the following E-BANKING facilities do people use?
Diagram 1
19 | P a g e
8/7/2019 final rmb report
20/40
Table 1
NAMES OF THE FACILITIES TOTALATM 89
DEBIT CARD 62
CREDIT CARD 55
INTERNET BANKING 46
PHONE BANKING 30
MOBILE BANKING 18
TRAVELLERS CHEQUE 8
20 | P a g e
ATM
28%
DEBIT CARD
20%CREDIT CARD
18%
INTERNET BANKING
15%
MOBILE BANKING
6%
TRAVELLER'S CHEQUE
3%
PHONE BANKING
10%
8/7/2019 final rmb report
21/40
TOTAL 308
As shown in the pie diagram, 29% people of our sample frame uses ATM
facilities whereas debit card is used by 20%, credit card by 18%, internetbanking by 15%, phone banking by 10%, mobile banking by 65 andtravelers cheque by just 2%. This shows that ATM facility is the mostcommonly used E- Banking facility. Travelers cheque is still not popular
among the public.
Q2. Which of these facilities do you use most frequently??
Diagram 2
21 | P a g e
8/7/2019 final rmb report
22/40
Frequently
ATM
35%
DEBIT CARD
14%
CREDIT CARD
25%
INTERNET
BANKING
16%
PHONE BANKING
6%
MOBILE BANKING
2%
TRAVELLER'SCHEQUE
0%
NONE
2%
Table 2
NAME OF THE FACILITIES TOTAL
22 | P a g e
8/7/2019 final rmb report
23/40
ATM 53
DEBIT CARD 21
CREDIT CARD 38
INTERNET BANKING 24
PHONE BANKING 9
MOBILE BANKING 3TRAVELLERS CHEQUE 0
NONE 3
TOTAL 151
From the chart researcher can conclude that ATM facility of E-banking ismore popular among all other facility. Other popular facilities are credit card,
internet banking, debit card, phone banking, and mobile banking. The leastpopular facility is travelers cheque.
Q .3. DO YOU THINK THAT THESE FACILITIES ARE COST SAVING?
Diagram 3
23 | P a g e
8/7/2019 final rmb report
24/40
Table 3
From above diagram we can interpret that majority of people believes that e-banking facilities are cost saving and there are people according to whom
these electronic facilities are costly and not at economical rate. Becausethere are fewer buildings to maintain, and less involvement by salariedemployees, there is a much lower overhead with online banks. Thesesavings allow them to offer higher interest rates on savings accounts and
lower lending rates and service charges. Even traditional brick and mortarbanks offer better deals such as free bill paying services to encourage their
customers to do their banking online.
Q.4 DO YOU THINK THAT THESE FACILITIES ARE TIME SAVING WITHRESPECT TO REDUCED BANK VISITS?
Diagram 4
24 | P a g e
YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE
YES 85 115
NO 30 115
8/7/2019 final rmb report
25/40
0
20
40
60
80
100
120
YESNO
114
1
Table 4YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE
YES 114 115
NO 1 115
From above diagram we can conclude that most of the people (customers)say that these facilities save their of time and they get results in very
immediate moments. Only 1 person out of 115 is disagreeing with this timesaving factor. Internet banking offers a great deal more convenience than
you could get from a conventional bank. You aren't bound by 'banker's hours'and you don't have to go there physically in your car. Time is not wasted
when you have work to do because you can do your office's banking withoutleaving the office. No matter where you are or what time it is, you can easily
manage your money.
Q5 .Do you think that these e-banking facilities are safe?
Diagram 5
25 | P a g e
8/7/2019 final rmb report
26/40
Table 5
Answers No. of people Total no. of
people
% of people
Always 35 115 31%
Sometimes 67 115 58%
No 13 115 11%
Safety of using the e-banking facilities.
According to the research conducted the researchers have found that 31% ofthe population thinks that these facilities are always safe to use. 58% think
that these facilities are sometimes safe while according to 11% of thepopulation e-banking facilities are not at all safe to use.
Q6. Have you encountered any mishap with the facility you are
using?
26 | P a g e
8/7/2019 final rmb report
27/40
Diagram 6
Table 6
The research shows that 77% of the population who is using the e-banking
facilities have not encountered any mishap while using any e-banking facility.
Whereas 23% have faced some kind of misfortune while using these
facilities.
This shows that the e-banking facilities are mostly safe to use.
Q.7 Would you prefer experimenting with the given facilities apartfrom what you are already using? Yes, then which?
27 | P a g e
YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE % OF PEOP
YES 27 115 23%
NO 88 115 77%
8/7/2019 final rmb report
28/40
Diagram 7(A)
Table 7(A)
YES/NO NO OF YES/NO TOTAL
YES 66 115NO 49 115
From the chart researcher can conclude that most of the people would preferto use other E-banking facilities also that they are not using at present.
Yes, then which??
Diagram 7(B)
28 | P a g e
8/7/2019 final rmb report
29/40
TOTALATM
14%
DEBIT
11
CREDIT CARD
20%
INTERNET
BANKING
21%
PHONE BANKING
9%
MOBILE BANKING
5%
TRAVELLER'S
CHEQUE20%
Table 7(B)
NAMES OF THE FACILITIES TOTAL
ATM 11
DEBIT CARD 9
CREDIT CARD 17
INTERNET BANKING 17
PHONE BANKING 7MOBILE BANKING 4
TRAVELLERS CHEQUE 16
TOTAL 81
From the data obtained researchers can conclude that if people are ready touse any other facility other than what they are using at present then they
would go for credit card and internet banking. Other lesser popular facilitiesare ATM, debit card, and phone banking.
Q8. Whats more convenient to you PERSONAL BANKING or E-BANKING???
29 | P a g e
8/7/2019 final rmb report
30/40
This data is the result of the thoughts and ideas of the respondentssummarized into a more organized form by the researcher.
No of people who said E-banking is more convenient 75
No of people who said Personal banking is more convenient 40
Diagram 8
Table 8
WHAT IS MORE CONVENIENT NO OF PEOPLE % OF PEOPLE
E-banking 75 65 %
Personal banking 40 35 %
TOTAL 115 100%
Whats more convenient to you???
E-banking:-
1. It saves a lot of time. Accounts can be accessed from anywhere with
the help of the World Wide Web.
2. E-banking transactions are much cheaper than branch transactions.
30 | P a g e
8/7/2019 final rmb report
31/40
3. This could turn yesterdays competitive advantage - a large branch
network - into a comparative disadvantage, allowing e-banks to
undercut bricks-and-mortar banks.
4. 24 hours availability.
5. Can be used to access any bank in the world. And you can do
Electronic fund transfer from one account to another of the same or
any another bank. Customers can send money anywhere in India.
6. Much more accessible, affordable, efficient, simple and time-saving as
compared to going to the branch to carry out transaction.
7. Particularly helping for booking online rail, air, cinema tickets in
India.
8. Also for doing shopping at the mall and online shopping.
9. Bill payment service
You can pay electricity, telephone bills, mobile phone, credit card and
insurance premium bills as each bank has tie-ups with various utility
companies, service providers and insurance companies, across the
country.
10. Investing through Internet banking
You can now open an FD online through funds transfer. Now investors
with interlinked demat account and bank account can easily trade in
the stock market.
11. Recharging your prepaid phone
By just selecting your operator's name, entering your mobile number
and the amount for recharge, your phone is again back in action within
few minutes.
12. Previously the ATMs of a specific bank use to provide cash only if the
customer has an account with that bank. But presently if one goes to
an SBI ATM and wants to withdraw money from an HDFC a/c its
possible by paying a nominal fee. This measure was undertaken by
31 | P a g e
8/7/2019 final rmb report
32/40
the RBI since the infrastructure cost of setting an ATM is very high and
the number of people actually using the ATM is comparatively very
low. The customer flow is very low. Hence to reduce the operational
cost of the banks the RBI undertook this measure.
Personal Banking :-
1. Always believed in going to the bank for withdrawal/deposits of money.
2. More inclined towards the traditional approach of banking.
3. Has a personal, emotional touch with the banker. Maintains a loyal
relationship with the baker who has served him for many years.
4. Does not believe in E-banking. Feels that Retail banking is much safer and
secure as compared to E-Banking.
5. Has been subjected to various risks of E-banking such as
a) Transaction/operation risk
b) Credit risk
c) Security risk
d) Money laundering risks
6. General purpose information like interest rates, branch location, bank
products and their features, loan and deposit calculations are provided in
the banks website. There exist facilities for downloading various types of
application forms. The communication is normally done through e-mail.
There is no interaction between the customer and bank's application
system.
7. Consumers mostly use Online banking to check their accounts the
deposits and withdrawals. As such no products (like house loan, car loan,
ULIPS) are brought from the bank website in India.
Q9) SUGGESTIONS FOR E BANKING
The respondents have put forward certain suggestions which have been
summarized into a more organized form by the researcher:-
1.) The number ofATM outlets should be increased for increased usage
and they should be free from technical failures.
32 | P a g e
8/7/2019 final rmb report
33/40
2.) All service charges should be removed from all the facilities.
Eg. When ATM card of a particular bank is used at any other banks
ATM outlet, extra charges are been deducted.
3.) Banks should publicize their e- banking facilities stating theiradvantages to create more awareness among people about these
facilities.
4.) Schemes should be introduced for housewives and middle class to
motivate them to use these facilities.
5.) The technology should be made simpler, user- friendlyand easily
accessible.
6.) In credit card facility, the credit period should be extended beyond
45 days in order to enhance usage.
7.) Each and every e banking consumer should get an e banking
notification through SMS/ E- mail, on carrying out a transaction
using an e- banking facility so that they can have a record of their
transactions.
8.) Efforts should be made to decrease the technical problems and
security issues regarding the e banking facilities.
9.) Scope of credit card can be improved dramatically. ONLINE
SHOPPING ON e-bay etc can be made more popular.
CONCLUSION AND RECOMMENDATIONS
The research showed that the popularity of e-banking facilities has gradually
increased over the years .this shows that our null hypothesis: E Banking
facilities are popular amongst the educated / working class proves to be
true.
33 | P a g e
8/7/2019 final rmb report
34/40
In todays fast moving life people want all the facilities at their maximum
convenience which is provided by the e-banking facilities and this is one of
the reasons for the growing popularity of e-banking facilities. Still a large
proportion of people today refrain themselves from using these facilities due
to the security reasons or their familiarity with personal banking. This means
that the customers usually perceive in conducting transactions electronically
and particularly if the transactions involve money...The research shows that
a few of them have encountered mishaps while using the e-banking
products.
From the research the researchers can also conclude that the ATM facility
provided by the e-banking is the most popular among all categories of
products. Also a few other products such as travelers cheque and mobilebanking are yet to emerge as popular. The research also shows that most of
the people using these facilities view it as time saving and cost saving. A
large part of the population is willing to experiment with a few more e-
banking facilities apart from which they are using. This shows that with the
passage of time people are readily accepting technology. This shows that the
future scenario of the electronic banking is bright and will slowly and steadily
replace a large proportion of people using personal banking facilities.
If proper training is given to customer by the bank employs to open an
account will be beneficial secondly the website should be made friendlier
from where the first time customers can directly make and access their
accounts
The following are the recommendations for increasing the use and popularity
of e-banking facilities:
Give proper training to customers for using i-banking
Create a trust in mind of customers towards security of their accounts
Provide a platform from where the customers can access different
accounts at single time without extra charge.
Make their sites more users friendly.
Customers should be motivated to use I banking facilities more.
34 | P a g e
8/7/2019 final rmb report
35/40
BIBLIOGRAPHY
BOOKS
1) Marketing research by BERRY G.C
2) Marketing Research by Malhotra N.K. , fifth edition
35 | P a g e
8/7/2019 final rmb report
36/40
SITES
1.)(http://www.icmrindia.org/free
%20resources/casestudies/banking1.htm#b1)
2.) www.hdfcbank.com/
3.) www.hsbc.co.in/
4.) www.icicibank.com/
5.) www.yesbank.in/
6.) www.db.com
7.) en.wikipedia.org/wiki/Perceptual mapping
8.)www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pd
en.wikipedia.org/wiki/Multidimensional scaling
REFRENCES
1. Khan, M.S., Mahapatra, S.S. and Sreekumar (2009) Service quality
evaluation in internet banking: an empirical study in India, Int. J. Indian
Culture and Business Management, Vol. 2, No. 1, pp.3046.
2. IAMAI report on online banking 2006
36 | P a g e
http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.hdfcbank.com/http://www.hsbc.co.in/http://www.icicibank.com/http://www.yesbank.in/http://www.db.com/http://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.hdfcbank.com/http://www.hsbc.co.in/http://www.icicibank.com/http://www.yesbank.in/http://www.db.com/http://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pd8/7/2019 final rmb report
37/40
3. THE INDIAN INTERNET BANKING JOURNEY - NACHIKET MOR, HEAD OF
ICICI'S
TREASURY, IN MARCH 2000. 1. THE IMPACT OF INTERNET BANKINGSERVICE
QUALITY ON BUSINESS CUSTOMER COMMITMENT*
RESEARCH QUESTIONNAIRE
THIS RESEARCH IS PURELY FOR ACADEMIC PURPOSE
DIRECTIONS TO FILL:
(1) To choose a particular option, select the option and make it bold andunderlined
E.g. ATM ATM
37 | P a g e
8/7/2019 final rmb report
38/40
(2)The purpose behind getting this form filled is to do research about thepopularity of E-Banking facilities
NAME:____________________________________________________
AGE: ______________ AREA: ___________________
CONTACT NO: - ___________________________________________
EMAIL ID: - ______________________________________________
EDUCATION:
SSC
HSC
UNDERGRADUATE
GRADUATE
POST GRADUATE
WORKING: -
EMPLOYED
UNEMPLOYED
Q1. WHICH OF THESE E-BANKING FACILITIES DO YOU USE?
ATM
DEBIT CARD
CREDIT CARD
INTERNET BANKING
PHONE BANKING
MOBILE BANKING
38 | P a g e
8/7/2019 final rmb report
39/40
TRAVELLERS CHEQUE
Q2. WHICH OF THESE FACILITIES DO YOU USE FREQUENTLY (Most used E-Banking Product)?
Ans___________________________________________________________
Q3. DO YOU THINK THAT THESE FACILITIES ARE COST SAVING?
YES
NO
Q4. DO YOU THINK THAT THESE FACILITIES ARE TIME SAVING WITHRESPECT TO REDUCED BANK VISITS?
YES
NO
Q5. DO YOU THINK THESE E- BANKING FACILITIES ARE SAFE/SECURE? ALWAYS
SOMETIMES
NO
Q6. HAVE YOU ENCOUNTERED ANY MISHAP WITH THE FACILITY YOU AREUSING?
YES
NO
Q7. WOULD YOU PREFER EXPERIMENTING WITH ANY NEW FACILITIESAPART FROM WHAT YOU ARE ALREADY USING?
YES
NO
Q8. WHICH IS MORE CONVENIENT FOR YOU TO USE PERSONAL BANKING
OR E BANKING?GIVE REASONS
ANY OTHER SUGGESTIONS (IF ANY):
39 | P a g e
8/7/2019 final rmb report
40/40
THANK YOU!!!