FINDING AND ANALYSIS

Q1. Do you have awareness about E-Banking or not? No Yes

Age 18-25 % 25% E-Banking 27 Dont know about EBanking 3

26-35 35% 51 1

36-45 20% 20 2

46-60 10% 8 4

60+ 10% 1 3

10% 10%

25%

18-25 26-35 36-45 46-60 60+ 20% 35%

GRAPH NO.3.01

This chart shows that out of the sample of 100, 35 people(i.e.26-35) are aware of E-Banking followed by age group i.e.18-25.

Q.2. Do you have awareness about the new services available?

SERVICES FREQUENCY ANYWHERE BANKING 96 ATM 100 INTERNET BANKING 63 SMS BANKING 60

RTGS/NEFT

45

100 80
ANYWHERE BANKING

60 40 20 0 FREQUENCY

ATM INTERNET BANKING SMS BANKING RTGS/NEFT

GRAPH NO.3.02

This graph shows that out of the sample of 100. Most of the people (i.e. 100) are aware of ATM followed by Anywhere banking. Therefore now a days most of the people carry ATM cards with them for getting easy cash.

Q3.How long have you been using E-Banking? Less than 1 month 1 to 6 months 6 to 12 months More than a year

Age % Less than 1 month 1 to 6 months 6 to 12 months More than 1 year

18-25 22% 3 2 12 25

26-35 50% 0 0 15 13

36-45 10% 0 3 0 14

46-60 8% 0 2 15 14

60+ 10% 1 3 0 10

8%

10%

22%

10%

18-25 26-35 36-45 46-60 60+

50%

GRAPH NO.3.03

This Piechart shows that out of the sample of 100, 50 people(i.e.26-35) avail the services of E-Banking followed by age group i.e.18-25.

Q4.How frequently do you visit your bank branch per month? Less than 1 1-3 times 3-8 times 8-12 times Over 12 times

Age Less than 1 1 to 3 times 3 to 8 times 8 to 12 times Over 12 times

18-25 11 14 10 3 2

26-35 4 1 3 8 26

36-45 2 3 2 4 5

46-60 4 8 2 2 1

60+ 5 0 0 0 1

30 25 20 15 10 5 0 18-25 Less than 1 1 to 3 times 3 to 8 times 8 to 12 times Over 12 times

26-35

36-45

46-60

60+

GRAPH NO.3.04 This graph shows that out of the sample of 100, 26-35age group people visit bank branch every month as compared to other age groups.

Q.5. On the basis of gender, how much E-Banking operations are being used? Male Female

Gender Male Female

% 64% 36%

64% 36% 70% 60% 50% 40% 30% 20% 10% 0% Male Female Male Female

GRAPH NO.3.05 This graph shows that out of the sample of 100. Most of the people who are using E-Banking services are males i.e. 64 out of every 100 people.

Q6. The main reason that you typically visit your bank branch? to make a deposit to get advice for investment options to inquire about a balance to withdraw cash Others

Age Deposit Advice Balance Withdrawl Others

18-25 10 8 13 7 2

26-35 10 4 7 17 4

36-45 3 0 4 7 2

46-60 4 4 5 4 0

60+ 21 12 8 3 4

15%

5%

20%

Deposit Advice Balance Withdrawl Others 45% 15%

GRAPH NO.3.06

This graph shows that out of the sample of 100. Most of the people (i.e. 45) typically visit bank branch for checking Balance followed by Withdrawl and advice.

Q.7. The main reason that you visit your E-Banking account? Deposits Withdrawl Balance Others

Age Deposit Withdrawl Balance Others

18-25 44 30 26 8

26-35 15 13 18 4

36-45 10 20 11 2

46-60 4 7 10 1

60+ 1 3 2 4

7% 10%

3%

18-25 26-35 36-45 46-60 12% 60+

68%

GRAPH NO.3.07

This graph shows that out of the sample of 100. Most of the people (i.e. 18-25) typically use their E-Banking account.

Q8.The e-banking facilities provided by your bank? AT M Online banking Telephone banking Mobile banking SMS banking NEFT RTGS
Age ATM ONLINE TELEPHONE MOBILE SMS NEFT RTGS 18-25 20 21 12 15 25 15 28 26-35 41 29 14 18 30 22 12 36-45 56 16 2 15 12 10 20 46-60 54 25 2 2 14 15 22 60+ 25 2 2 2 5 2 8

RTGS 21% NEFT 11% SMS 18%

ATM 15% ONLINE 15% TELEPHONE 9% MOBILE 11%

GRAPH NO.3.08

This graph shows that out of the sample of 100. Most of the people are aware of RTGS followed by ATM. Therefore now a days most of the people carry ATM cards with them for getting easy cash after RTGS.

Q.9. How much E-Banking facilities are being utilized depending on their occupation? Professionals Self employed Student Homemaker

Age Professional Self Employed Student Homemaker

18-25 34 17 41 10

26-35 52 13 18 4

36-45 21 20 14 5

46-60 16 7 10 9

60+ 10 3 8 15

5%

35%

Professional Self Employed Student Homemaker

50%

10%

GRAPH NO.3.09

This graph shows that out of the sample of 100. Most of the people (i.e. 50) who uses E-Banking services are Students followed by Professionals.

Q.10 Variables which people like most in their preferred service?

FACTORS SPEED CONVENIENCE SAFETY COST OTHERS

FREQUENCY 25 42 20 10 3

45 40 35 30 25 20 15 10 5 0 FREQUENCY
SPEED CONVENIENCE SAFETY COST OTHERS

GRAPH..NO.3.10

This graph shows that out of our sample of 100, the variable, which customers prefer, the most is convenience (42) followed by speed.

Q.11. Variable, which people dislike in their preferred service?

FACTORS LACK OF SECURITY TIME DELAYS LACK OF PERSONAL TOUCH OTHERS NONE

FREQUENCY 35 27 20 10 23

WHAT DO CUSTOMERS DISLIKE ABOUT CHANNEL

NO. OF RESPONSES

40 35 30 25 20 15 10 5 0 TIME DELAYS LACK OF PERSONAL TOUCH LACK OF SECURITY OTHERS NONE

FACTORS

GRAPH..NO.3.11

This graph shows that out of our sample of 100, the variable, which customers dislike the most is lack of security (35) followed by time.

Q.12. Reasons for not using new services?

FACTORS LACK OF AWARENESS SECURITY REASONS TIME INVOLVED LACK OF PERSONAL TOUCH OTHERS

FREQUENCY 25 30 20 22 15

REASONS FOR NOT USING NEW SERVICES

NO. OF RESPONSES

35 30 25 20 15 10 5 0 TIME INVOLVED LACK OF AWARENESS OTHERS

FREQUENCY

FACTORS

GRAPH..NO.3.12

This graph shows that the major reason for not using new banking services is concern for security followed by lack of awareness amongst the customers.

Q13. What was the single most important reason that you chose this particular bank as your Internet bank? I have a traditional bank account with the same bank The brand name of the bank The excellent service offered by this bank Other

Traditional bank a/c Brand name Excellent service Others

15 55 70 20

S2

S1 Traditional bank a/c Brand name Excellent service Others

GRAPH NO.3.13 This graph shows that the major reason for chosing this particular bank as Internet bank is its Excellent service followed by Brand Name.

ANNEXURE
PERSONAL INFORMATION:

NAME________________ AGE ________________ SEX

MALE FEMALE

QUALIFICATION

SECONDARY HIGHER SECONDARY GRADUATE POST GRADUATE OTHERS

PROFESSION

STUDENTS BUSINESS SERVICE HOUSEWIFE RETIRED

MARITAL STATUSMONTHLY INCOMETELEPHONE NO.-

QUESTIONNARE:Q1. Do you have awareness about E-Banking or not? No Yes Q2. Awareness about the new services available? Anywhere Banking ATM Internet Banking SMS Banking RTGS/NEFT Q3.How long have you been using E-Banking? Less than 1 month 1 to 6 months 6 to 12 months More than a year Q4.How frequently do you visit your bank branch per month? Less than 1 1-3 times 3-8 times 8-12 times Over 12 times Q.5 On the basis of gender, how much E-Banking operations are being used? Male Female Q6. The main reason that you typically visit your bank branch? to make a deposit to get advice for investment options to inquire about a balance to withdraw cash Others

Q.7. The main reason that you visit your E-Banking account? Deposits Withdrawl Balance Others Q8. The e-banking facilities provided by your bank? AT M Online banking Telephone banking Mobile banking SMS banking NEFT RTGS Q.9. How much E-Banking facilities are being utilized depending on their occupation? Professionals Self employed Student Homemaker Q.10.Variables which people like most in their preferred service? Speed Convenience Safety Cost Others

Q.11. Variable, which people dislike in their preferred service? Lack of Security Time Delays Lack of Personal Touch Others None

Q.12. Reasons for not using new services?

Lack of Awareness Security Reasons Time Involved Lack of Personal Touch Others

Q13. What was the single most important reason that you chose this particular bank as your Internet bank? I have a traditional bank account with the same bank The brand name of the bank The excellent service offered by this bank Other

ANY SUGGESTION YOU WOULD LIKE TO GIVE?

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