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Banking Services
1.
2.
3.
Bank Branch
Charges
(Rs.)
100
50-75
50-100
Net
Banking
(Rs.)
0-50
30
Nil
Mobile/Phone
Banking (Rs.)
30-110
30
Nil
4.
5.
Internet
Users
Population
Country Share of
world internet
users
3.33 %
3.27 %
Global
Rank
1,159,095,250
1,174,662,334
Percentage of
population with
Internet users
3.95 %
4.38 %
2007
2008
45,784,262
51,450,210
2009
60,935,069
1,190,138,069
5.12 %
3.45 %
2010
90,421,849
1,205,624,648
7.50 %
4.42 %
2011
122,970,441
1,221,156,319
10.07 %
5.39 %
2012
155,575,944
1,236,686,732
12.58 %
6.18 %
2013
213,339,324
1,252,139,596
17.04 %
7.87 %
2014
243,198,922
1,267,401,849
19.19 %
8.33 %
6
6
Source:
Internet
Live Stats (www.InternetLiveStats.com)
Elaboration of data by Internet and Mobile Association of India (IAMAI), International
Telecommunication Union (ITU), World Bank, and United Nations Population Division.
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Occupation Classification
Categories
Male
545 (72.7%)
Female
205 (27.3%)
Married
542 (72.3%)
Unmarried
208 (27.7%)
Business
176 (23.5%)
Service
388 (51.7%)
Professional
154 (20.5%)
Student
Income Classification
Education Classification
32 (4.3%)
215 (28.7%)
3 to 6 lakhs
319 (42.5%)
6 to 10 lakhs
179 (23.9%)
Above 10 lakhs
37 (4.9%)
Senior Secondary
44 (5.9%)
Graduate
331 (44.1%)
Post Graduate
375 (50.0%)
284 (37.9%)
359 (47.9%)
107 (14.3%)
18 to 25 Years
142 (18.9%)
26 to 35 Years
301 (40.1%)
36 to 45 Years
219 (29.2%)
46 to 55 Years
78 (10.4%)
No. of Respondents
10 (1.3%)
Rohtak
150 (20.0%)
Hisar
150 (20.0%)
Ambala
150 (20.0%)
Gurgaon
150 (20.0%)
Delhi
150 (20.0%)
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Problems
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Un-updated information on
net (P 2)
High banking charges (P 3)
Connectivity problems (P 4)
Possibility of making fraud (P
5)
Indifferent behaviour of staff
towards problems (P 6)
Transactions are based on
internet quality (P 7)
Websites of the banks crash
(P 8)
Remembering user ID and
password (P 9)
Hacking of password (P 10)
Mean
(S. D.)
169
312
42
151
76
1.53
(22.5)
(41.6)
(56)
(20.1)
(10.1)
(1.30)
149
334
51
164
52
2.51
(19.9)
(44.5)
(6.8)
(21.9)
(6.9)
(1.22)
146
301
83
133
87
2.61
(19.5)
(40.1)
(11.1)
(17.7)
(11.6)
(1.29)
189
276
61
164
60
2.50
(25.2)
(36.8)
(8.1)
(21.9)
(8.0)
(1.29)
204
265
66
150
65
2.47
(27.2)
(35.3)
(8.8)
(20.0)
(8.7)
(1.31)
144
293
81
157
75
2.63
(19.2)
(39.1)
(10.8)
(20.9)
(10.0)
(1.28)
132
295
84
152
87
2.68
(17.6)
(39.3)
(11.2)
(20.3)
(11.6)
(1.29)
147
292
66
156
89
2.66
(19.6)
(38.9)
(8.8)
(20.8)
(11.9)
(1.32)
153
270
58
181
88
2.70
(20.4)
(36.0)
(7.7)
(24.1)
(11.7)
(1.32)
179
281
45
158
87
2.59
(23.9)
(37.5)
(6.0)
(21.1)
(11.6)
(1.35)
Rank
1
4
6
3
2
7
9
8
10
5
1 for to large extent, 2 for to some extent, 3 for sometimes, 4 for a little extent and 5 for
very little extent
Figures in Parentheses are the row-wise percentages
T-test and F-test (ANOVA)
It is very important to analyze the relation between various problems while using internet
banking and demographic variables of the respondents. To achieve this t-test and F-test has
been performed and results are presented in table 5. The variation in opinion of the
respondents about first problem through internet banking it take lot of time to complete the
transaction (P 1) revealed the significant difference in extent of problem faced with
occupation at 99 percent level of confidence, while respondents belong to different place of
residence differ significantly at 95 percent confidence level.
Table further reflected that second problem of internet banking namely un-updated
information on net (P 2) is associated with different categories of occupation at 1 percent
level of significance.
It is very much clear from the table that the third problem as high banking charges (P 3) has
a significant variation with different demographic variables namely occupation and sector of
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Marital
Status
Annual
Income
Level of
Education
Sector
Age
of
Group
Place of
Residence
Bank
P1
P2
P3
P4
P5
P6
P7
P8
P9
P 10
1.566
.553
6.017
1.841
1.749
1.388
1.165
2.571
(.118)
(.580)
(.000)**
(.138)
(.175)
(.250)
(.325)
(.037)*
.850
1.942
8.397
.240
1.328
1.169
.527
1.606
(.396)
(.053)
(.000)**
(.868)
(.266)
(.311)
(.716)
(.171)
1.797
2.134
4.841
2.300
.409
7.998
.442
2.489
(.073)
(.034)*
(.002)**
(.076)
(.664)
(.000)**
(.778)
(.042)*
-.008
-.890
4.369
1.177
.767
2.303
.697
2.981
(.993)
(.374)
(.005)**
(.317)
(.465)
(.101)
(.594)
(.019)*
-.330
-.368
5.863
3.919
3.022
8.054
1.974
4.059
(.741)
(.713)
(.001)**
(.009)**
(.049)*
(.000)**
(.097)
(.003)**
-1.014
1.183
10.462
3.391
.142
6.672
.874
.802
(.311)
(.238)
(.000)**
(.018)*
(.868)
(.001)**
(.479)
(.524)
.536
.727
2.246
2.056
2.156
2.146
.539
.409
(.592)
(.468)
(.082)
(.105)
(.117)
(.118)
(.707)
(.802)
.253
1.673
3.584
2.787
.312
1.711
3.083
1.031
(.800)
(.095)
(.014)*
(.040)*
(.732)
(.181)
(.016)*
(.390)
-2.107
-.687
1.200
.358
3.582
5.194
.646
.772
(.036)*
(.493)
(.309)
(.783)
(.028)*
(.006)**
(.630)
(.543)
-1.663
-.474
1.826
.467
3.084
2.063
3.092
6.932
(.097)
(.636)
(.141)
(.705)
(.046)*
(.128)
(.015)*
(.000)**
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The future research can be sector specific, company specific or product specific.
References:
1. Daneshvar Poolad and Ramesh H.N., (2010), Quality of Internet Banking Service: A Study
of Selected Banks in India, NICE Journal of Business, Vol. 5, No. 2, July-December, 2010.
2. Furst, K., Lang, W.W. and Noelle, D.E., (2002), Internet banking, Journal of Financial
Services Research, Vol. 22, No. 1/2, pp. 95-117.
3. Polatoglu, V.N. and Ekin, S. (2001), An Empirical Investigation of the Turkish Consumers
Acceptance of Internet Banking Services, International Journal of Bank marketing, Vol. 4, No.
2, pp. 236-248.
4. Rao G.R. and Prathima (2003), Internet Banking in India, Mondaq Business Briefing, Vol.
1, April 11, 2003.
5. Seranmadevi R. and Saravanaraj M. G., (2012), Technology @ Indian Banking Sector,
European Journal of Social Sciences, Vol. 29 No. 4, pp. 472-488, November, 2012.
6. Shah A. (2012), Market Research on Factors Affecting Customer Adoption of Internet
Banking, International Journal of Business and Management Tomorrow, Vol. 1, No. 1, pp. 119, October, 2012.
7. Singh Shamsher, (2010), Internet Banking Services As Tool of CRM, NICE Journal of
Business, Vol. 7, No. 1, pp. 87-94, 2010.
8. Singh Tejinderpal and Kaur Manpreet (2012), Internet Banking: Content Analysis of
Selected Indian Public and Private Sector Banks Online Portals, Journal of Internet Banking
and Commerce, Vol. 17, No. 1, pp. 1-10, April 2012.
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