Bibliography
&
Appendices
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Appendix I
Questionnaire to The Employees Of The Banks
“Organizational Learning and the Impact of IT in the
Indian Public Sector Banking”
1. Name of the Employee (Optional):
2. Age in years:
3. Gender: Male Female
4. Education: Inter Degree PG &ABOVE
5. Name of the Bank:
6. Experience in bank (in years):
7. Cadre: Cashier/Clerk Scale 1 officer Above Scale 1 officer etc…
8. Do you work in the IT/Computer Department or in the General Banking
department?
a. IT Department b. General Banking department
9. What according to you is a computerized branch?
a. Front office Computerised
b. Back office Computerised
c. Both
10. In your opinion should all public sector bank branches be computerized?
a. Yes b. No c. Don't know
11. What are the major reasons for encountering constraints/problems while
building, implementing and maintaining IT infrastructure in the branches?
a. Lack of office space
b. Lack of constant power supply
c. Lack of enough people to maintain the infrastructure
d. High maintenance cost
e. Lack of enough training to personnel using the system
f. High cost to build and implement IT solutions
g. Others
12. Do you think that IT enables better decision making by the managers and help
to improve flow of information and services to customers?
1. Yes 2. No 3. Somewhat 4. Don't know '
13. Do you think IT of banks has improved their functioning?
1. Yes 2. No 3. Somewhat 4. Don't know
Tick in appropriate boxes, across the below attributes of IT banking operations.
Computerised banking operations
14 Automated clearing houses Very Poor Poor
OK/
Avg Good
Excellent
A RTGS – for large value payment
system
B NEFT – for smaller value payment
system
C EFT (Electronic Fund Transfer)
D ECS (Electronic Clearing Services)
15 ATM (Automated Teller Machine) Very Poor
Poor OK/
Avg Good
Excellent
A ATM (Automated Teller Machine)
B Inter-Banking ATM network (NFS – National Financial Switch – by IDRBT)
C Biometric ATM’s
D Card less ATM’s
16 Internet Banking/Telephone Banking Very Poor Poor
OK/
Avg Good
Excellent
A Internet banking
B Telephone banking
17 Mobile Banking Very Poor Poor
OK/
Avg Good
Excellent
A Bank led model
B Telecom-company led model
18 IT Banking services Very Poor Poor
OK/
Avg Good
Excellent
A Credit cards
B Debit cards
C Text banking
D Speed clearing
E Cheque truncation
F IVRS (interactive voice response
system)
G POS terminal
H e-channels
I Networking
J Data warehousing/ enterprise
data warehousing
K PSG (Payment system groups)
L Cloud computing
19 PPI (Prepaid instruments) Very Poor Poor
OK/
Avg Good
Excellent
A Close system payment instrument
B Semi close system payment instrument
C Smart card Open system payment
instrument
D Magnetic accounts Open system
payment instrument
E Internet accounts Open system payment
instrument
F Internet wallets Open system payment
instrument
G Mobile wallets Open system payment
instrument
H Paper vouchers Open system payment
instrument
Appendix II
Questionnaire to customers
“Organizational Learning and the Impact of IT in the
Indian Public Sector Banking”
Demographic Profile
1. Name (Optional)
2. Age in years
3. Sex: a. Male b. Female
4. Education:
a) Illiterate
b) Primary
c) Secondary
d) Graduation
e) Post Graduation & Above
5. Occupation:
a) Student
b) Professional (Doctor/Engineer)
c) Government Employee
d) Self employed
6. Marital Status: Married Unmarried
7. Number of Children
8. Family Income per month in Rs:
9. Name of the bank with which you have Account:
10. Type of Account
a) Savings Account
b) Current Account
c) Fixed Deposit
11. Reason for choosing the Bank:
a) Credibility of the Bank
b) Suitable Location of the Bank
c) Range of Bank Services
d) Range of IT Services
e) Banking Hours
f) Parking facility
12. Frequency of Contact with the Bank:
a) Every day
b) 2-4 times a week
c) Once a week
d) Once in a Month
e) Less often
13. Information about Bank products is available to you by:
a. News papers
b. Television
c. Hoarding
d. Mailers from Bank
e. Word of Mouth
f. Web
Tick rank in the appropriate boxes, across the below attributes of IT banking
operations.
14 Frequency of Usage of E-Banking ATMs Phone Banking
Internet Banking
Any Branch Banking
a) 10 or more times a month
b) 5 to 10 times a month
c) 1 to 5 times a month
d) Infrequently
d) Credit/Debit Card Account
e) Any other (Please specify)
15 Reasons For Not Using ATMs
Phone Banking
Internet Banking
Any Branch Banking
a) Facility not available
b)Not applied for
c) Unfamiliarity with technologies
d) Prepare to deal with Bank Staff
e) Never felt the need
f) Unsure of Viability/Security
16 Type of Usage ATMs
Phone Banking
Internet Banking
Any Branch Banking
a) Withdrawal of cash
b) Deposit of cash
c) Bills payment
d) Open new account
e) Checking the account
f) Transfer
g) Depositing cheque/draft
h) Issue of Demand Draft
17
Information Availability ATMs Phone Banking
Internet Banking
Any Branch Banking
a) Quality and Frequency of Publicity on Bank products & services
b) Quality and frequency of publicity on Bank rules / procedures.
18 Quality of Services ATMs
Phone Banking
Internet Banking
Any Branch Banking
a) Response Time/Efficiency
b) Procedural Simplification
c) Customer - Friendliness/Helpfulness
d) Trust – Worthiness
e) Personalized Service
19 Security
Very Poor
Poor Avg Good Excellent
a) Speed
b) Accuracy
c) Reliability
d) Integrity
e) Non repudiation
20 Usability Very Poor
Poor Avg Good Excellent
a) Operation / working efficiency
b) Learning to operate / use
c) Operations are user-friendly
21 Data Manipulation Very Poor
Poor Avg Good Excellent
a) Data entry
b) Data retrieving
c) Data searching
d) Data analyzing
23 Services flexibility Very Poor
Poor Avg Good Excellent
a) Communication with others within and other bank branches
b) Secrecy maintained
c) Rough use / handling
d) Customer service
e) Working hours
24 Services support Very Poor
Poor Avg Good Excellent
a) Maintenance
b) Special environment (AC., dust free etc.)
c) Staff training
22 User interface Very Poor
Poor Avg Good Excellent
a) Error check
b) Prompting facility
c) Decision making support