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 AND

ECONOMICS
VILE PARLE (W), MUMBAI – 400056.

1|Page
 Student’s 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 been
clearly indicated as such and included in the Bibliography.

2|Page
 ACKNOWLEDGEMENT

A Project report is an assessment of one’s great

skill and aptitude. One needs to devote in immense
patience, time and brains for the compilation of one such
rewarding outcome of true efforts.

We would like to acknowledge our gratitude, with all

humbleness 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 us
the right track when we needed her help. With the help of her
valuable suggestions, guidance and encouragement, we were able
to perform this project work.
We would also like to thank our colleagues, who often helped and
gave us support at critical junctures during the making of this
project.
Never the last we are thankful to our families and friends who
have rendered their whole hearted support at all times for the
successful completion of this project report.

3|Page
 TABLE OF CONTENTS

CHAPTER CONTENT PAGE NUMBER

NUMBER
STUDENT’S 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 12
1.6 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 19
INTERPRETATION
4 CONCLUSION AND 33
RECOMMENDATION
5 BIBLOGRAPHY 35
6 RESEARCH QUESTIONNAIRE 37

4|Page
 LIST OF TABLES AND DIAGRAMS

LIST OF TABLES
TABLES PAGE NUMBER
TABLE I 17
TABLE 1 20
TABLE 2 22
TABLE 3 23
TABLE 4 24
TABLE 5 25
TABLE 6 26
TABLE 7(A) 27
TABLE 7(B) 28
TABLE 8 29

LIST OF DIAGRAMS
DIAGRAMS PAGE NUMBER
DIAGRAM 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|Page
 INTRODUCTION OF E-BANKING

What is bank?
A banker or bank is a financial institution whose primary activity is to act as
a payment agent for customers and to borrow and lend money. It is an
institution for receiving, keeping, and lending money.

What is E-banking?
When various banking products are made available to customers
through an electronic distribution channel, it is collectively referred
to as e-banking.

Need for E-banking : One has to approach the branch in person, to

withdraw cash or deposit a cheque or request a statement of accounts. In
true Internet banking, any inquiry or transaction is processed online without
any reference to the branch (anywhere banking) at any time. Providing
Internet banking is increasingly becoming a "need to have" than a "nice to
have" service. The net banking, thus, now is more of a norm rather than an
exception in many developed countries due to the fact that it is the cheapest
way of providing banking services.
Moreover continuing technological innovation and competition among
existing banking organizations and new entrants have allowed for a much
wider array of banking products and services to become accessible through
e-banking.

6|Page
 INTRODUCTION OF RESEARCH

India’s banking sector is growing at a fast pace and India has become one of
the most preferred banking destinations in the world. The reasons are
numerous: 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 250
and 300 million people (larger than the population of the US) in need of
financial services. Also in today’s world no one can survive without banks
and banking transactions. Also people in Mumbai believe in ‘time is money’
mantra. 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 to

improve their products, services and efficiency. But over a period of time the
technology has increased rapidly in India and in metro cities like Mumbai.
Internet is increasingly used by banks as a channel for receiving instructions
from 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 carried
a detailed Qualitative research about the same. Also majority of the E-
Banking users include the working class, as it helps them in their business
transactions and also most importantly saves their valuable time. The
research also includes educated class of the society because it requires little
knowledge 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 focused
upon 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|Page
 DIFFERENT FACILITIES OF E- BANKING

1. Automated Teller Machine (ATM)

2. Debit Cards
3. Credit Cards
4. Internet Banking
5. Phone banking
6. Mobile banking
7. Travelers cheque

ϖ 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 Electronic
Fund Transfer terminal capable of handling cash deposits, transfer between
accounts, 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 that
particular ATM assigned.

ϖ Debit Cards
Debit Card is a prepaid card with some stored value. Every time a person
uses this card, the Internet Banking house gets money transferred to its
account from the bank of the buyer. The buyers account is debited with the
exact amount of purchases. The customer can never overspend because
the system rejects any transaction which exceeds the balance in his
account.

ϖ 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 is
empowered 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 post
paid card.

8|Page
 ϖ Internet Banking
Internet banking uses the Internet as the delivery channel by which to
conduct banking activity, for example, transferring funds, paying bills,
viewing checking and savings account balances, paying mortgages, and
purchasing financial instruments and certificates of deposit. An Internet
banking customer accesses his or her accounts from a browser— software
that runs Internet banking programs resident on the bank’s World Wide
Web server, not on the user’s 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 the
phone. 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 as
account balance, exchange rates, location of ATMs , account lists, fund
transfer, credit card list, credit card status, credit card bill payment and
various SMS banking solution.

ϖ Traveler’s cheques

A medium of exchange that can be used in place of hard currency.

Travelers' checks are often used by individuals who are traveling on
vacation to foreign countries. Travelers' checks are safe way to carry
currency abroad. Security is provided against lost or stolen checks by the
issuing party - usually a bank. Specific checks are given unique check
numbers, similar to a normal check. When a lost or stolen check is
identified, it is simply canceled and the individual is re-issued a new check.

9|Page
 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
 HYPOTHESIS

For the research, the researchers have formulated the following

hypothesis: -

1.) NULL HYPOTHESIS : E – Banking facilities are popular amongst the

educated / working class.

2.) ALTERNATIVE HYPOTHESIS: Educated/ working class does not prefer e-

banking facilities.

11 | P a g e
 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 and

information 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 sampling
procedure, i.e. non- probability sampling.

5.) We researchers decided our data collection method as the

“Questionnaire” method.

6.) In our sixth step, we collected the primary and secondary data for
our 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
 SAMPLING METHOD
Sampling is a method wherein some elements of the population are
selected 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 have
the freedom to choose whomever they find, thus the name
“convenience”. E.g. family, friends, neighbors, employees, teachers
etc.

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
 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 personal
interview, 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 the
questions are definite, concrete, predetermined and not constructed on the
spot.

(B) SECONDARY DATA:

• Online Database, Journals, Surveys
• Information from authenticated websites.
• Other Books.

14 | P a g e
 Importance of the research

The world is changing at a staggering rate and technology is considered

to 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 truly
global 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. So

here we selected the topic as a research of popularity of e-banking services
among the educated, working class. It is considered extremely important
aspect or service in banking industry.

1. This research study can be very useful in analyzing the market and
demand 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 enhance
the critical and analytical thinking of the researchers AND therefore
can enhance the knowledge of the researcher.

15 | P a g e
 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 while
conducting 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
 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 research
articles, 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 dimensions
of 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 the

percentage of online banking user who haven’t started online financial
transaction.
Table I

% REASONS FOR NOT USING

43% Security reasons
39% Prefer face to face
22% Don’t 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 Bank

of India survey revealed that of 46 major banks operating in India,

17 | P a g e
 around 50% were either offering Internet banking services at various
levels or planned to in the near future.

4. Meuter et al. (2000):- They have identified critical incidents of

customer satisfaction and dissatisfaction with technology-based
service encounters. This study aims to determine the levels of risk
perception 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 were
more concerned about online identity theft now than they were a few years ago,
said Richard Kosinski, who works with Yahoo's advertisers in the financial
services 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 of
usage, it was found that ATMs were typically used for cash withdrawal, mini-
statements and balance enquiry. Mumbai scored highest in terms of ATM
usage. Survey also found out that there were various complaints or issues
over ATM facilities which include lack of adequate ATM centre. This survey
also revealed various suggestions which showed lack of awareness and
misconceptions about ATM usage among non users regarding maintaining
high balances to be able to use ATMs.

18 | P a g e
 DATA ANALYSIS AND INTERPRETATION

Q.1 Which of the following E-BANKING facilities do people use?

Diagram 1

19 | P a g e
 TRAVELLER'S CHEQUE
MOBILE BANKING
3%
6%

ATM
28%

PHONE BANKING
10%

INTERNET BANKING
15%

DEBIT CARD
CREDIT CARD 20%
18%

Table 1

NAMES OF THE FACILITIES TOTAL

ATM 89
DEBIT CARD 62
CREDIT CARD 55
INTERNET BANKING 46
PHONE BANKING 30
MOBILE BANKING 18
TRAVELLER’S CHEQUE 8

20 | P a g e
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%, internet
banking by 15%, phone banking by 10%, mobile banking by 65 and
travelers cheque by just 2%. This shows that ATM facility is the most
commonly used E- Banking facility. Traveler’s 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
 TRAVELLER'S
NONE
CHEQUE
MOBILE BANKING
PHONE BANKING 0%2%
2%
6%

INTERNET
ATM
BANKING
35%
16%
Frequently Used

CREDIT CARD
25% DEBIT CARD
14%

Table 2

NAME OF THE FACILITIES TOTAL

22 | P a g e
ATM 53
DEBIT CARD 21
CREDIT CARD 38
INTERNET BANKING 24
PHONE BANKING 9
MOBILE BANKING 3
TRAVELLER’S CHEQUE 0
NONE 3
TOTAL 151

From the chart researcher can conclude that ATM facility of E-banking is
more popular among all other facility. Other popular facilities are credit card,
internet banking, debit card, phone banking, and mobile banking. The least
popular facility is traveler’s cheque.

Q .3. DO YOU THINK THAT THESE FACILITIES ARE COST SAVING?

Diagram 3

23 | P a g e
 Table 3

YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE

YES 85 115
NO 30 115

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. Because
there are fewer buildings to maintain, and less involvement by salaried
employees, there is a much lower overhead with online banks. These
savings allow them to offer higher interest rates on savings accounts and
lower lending rates and service charges. Even traditional brick and mortar
banks 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 WITH
RESPECT TO REDUCED BANK VISITS?

Diagram 4

24 | P a g e
 120

100

80

60 114

40

20

0
1
YES
NO

Table 4
YES/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 time
saving 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 without
leaving 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
 Table 5

Answers No. of people Total no. of % of people

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% of
the population thinks that these facilities are always safe to use. 58% think
that these facilities are sometimes safe while according to 11% of the
population 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
 Diagram 6

YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE % OF PEOPLE

YES 27 115 23%
NO 88 115 77%
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 apart
from what you are already using? Yes, then which?

27 | P a g e
 Diagram 7(A)

Table 7(A)

YES/NO NO OF YES/NO TOTAL

YES 66 115
NO 49 115

From the chart researcher can conclude that most of the people would prefer
to use other E-banking facilities also that they are not using at present.

Yes, then which??

Diagram 7(B)

28 | P a g e
 TOTAL
TRAVELLER'S ATM
CHEQUE 14%
20%

DEBIT CARD
11%
MOBILE BANKING
5%

PHONE BANKING
9%
Table 7(B)
CREDIT CARD
NAMES OF THE FACILITIES TOTAL 20%
ATM 11
DEBIT CARD INTERNET
9
CREDIT CARD 17
BANKING
INTERNET BANKING 17
21%
PHONE BANKING 7
MOBILE BANKING 4
TRAVELLER’S CHEQUE 16
TOTAL 81

From the data obtained researchers can conclude that if people are ready to
use any other facility other than what they are using at present then they
would go for credit card and internet banking. Other lesser popular facilities
are ATM, debit card, and phone banking.

Q8. What’s more convenient to you PERSONAL BANKING or E-

BANKING???

29 | P a g e
 This data is the result of the thoughts and ideas of the respondents
summarized 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%

What’s 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
3. This could turn yesterday’s 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 it’s
possible by paying a nominal fee. This measure was undertaken by

31 | P a g e
 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 of ATM outlets should be increased for increased usage
and they should be free from technical failures.

32 | P a g e
 2.) All service charges should be removed from all the facilities.
Eg. – When ATM card of a particular bank is used at any other bank’s
ATM outlet, extra charges are been deducted.

3.) Banks should publicize their e- banking facilities stating their

advantages 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- friendly and 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
 In today’s 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 traveler’s cheque and mobile
banking 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
 BIBLIOGRAPHY

BOOKS
1) Marketing research by BERRY G.C
2) Marketing Research by Malhotra N.K. , fifth edition

35 | P a g e
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.30–46.

2. IAMAI report on online banking 2006

36 | P a g e
3. THE INDIAN INTERNET BANKING JOURNEY - NACHIKET MOR, HEAD OF
ICICI'S

TREASURY, IN MARCH 2000. 1. THE IMPACT OF INTERNET BANKING

SERVICE

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 and
underlined
E.g. ATM ATM

37 | P a g e
(2)The purpose behind getting this form filled is to do research about the
popularity 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
 TRAVELLER’S 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 WITH
RESPECT 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 ARE
USING?
YES

NO

Q7. WOULD YOU PREFER EXPERIMENTING WITH ANY NEW FACILITIES

APART 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
THANK YOU!!!

40 | P a g e