19085147 Presentation Analysis and Interpretation of the Datadoc

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This chapter presents the data, which was collected from Validated

Questionnaire, unstructured interviews, observation, documentary analysis and

other reading materials and were organized, classified and statistically treated.

The data presented, analyzed and interpreted in the context of the problems

presented in chapter 1.

4.1 Respondents of the study

The sample size which we accounted for was 300 and it was chosen using the

non-probability sampling technique out of the 300 sample respondents we have

further segregated them into following manner:

4.1.1Respondents by engagementsWe found the respondents for our questionnaire and research in three main

categories:

1. Employees

2. Self Employed

3. General Public

Employees who are maintaining bank accounts and works in multination firms,

banks, institutes. Self employed who are running their own businesses and

maintaining business accounts with banks. General public includes people like

house wives, students, farmers, landlords etc. The table 4.1 shows the number of

respondents for each category:

Table 4.1RESPONDENTS FOR EACH CATEGORY

CATEGORY OF RESPONDENTS NUMBER OF RESPONDENTS

Employees 79

Self Employed 105

General Public 116

Total 300

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The graphical presentation of the data given in the table 4.1 can be seen in figure

4.1 you can see that for each category we have shown a separate slide.

Figure 4.1

0

20

40

60

80

100

120

NUMBER OF RESPONDENTS

Respondents for each category

Employees

Self Employed

General Public

4.1.2Respondents by positionOut of the employed respondents of the research we further divided them in

following sub categories:

1. Low level management

2. Middle level management

3. High level management

The table 4.2 shows the number of respondents for each category:

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Table 4.2RESPONDENTS BY POSITION

CATEGORY OF RESPONDENTS NUMBER OF RESPONDENTS

Low Level Management 27

Middle Level Management 23

High Level Management 29

Total 79


4.2 you can see that for each category we have shown a separate slide.

Figure 4.2

0

5

10

15

20

25

30

NUMBER OF RESPONDENTS

Respondents by position

Low Level Management

Middle Level Management

High Level Management

4.1.3Respondents by genderWe have kept the both genders in our consideration while taking the research

purpose in account. This is the significance of this research that we have

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considered the both genders. The Table 4.3 shows the contribution of the both

genders in respondents to the research.

Table 4.3

RESPONDENTS BY GENDER

GENDER NUMBER OF RESPONDENTS

Male 223

Female 77

Total 300


4.3 here we have use pie chart instead of column chart as there are only two

categories to compare.

Figure 4.3

RESPONDENTS BY GENDER

Male

Female

4.2 Presentation of research data

We started our questionnaire with the question of familiarization of respondent

with internet banking. Our respondents are mostly familiarized with the internet

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banking. We can say that the users of the banking systems are mostly literate

people and know about internet banking. Percentage of people who knows about

internet banking is 77% and the people who are not familiar with the internet

banking is merely 23%. The table 4.4 shows the number of respondents and

their percentage regarding the Yes and No of the familiarization of internet

banking.

Table 4.4

FAMILIARIZATION WITH INTERNET BANKINGFAMILIAR WITH

INTERNET BANKINGNUMBER OF

RESPONDENTSPERCENTAGE

Yes 231 77%

No 69 23%

Total 300

The figure 4.4 shows the graphical representation of the data we gathered from

our respondents. The bars show the number of people who are familiar with the

internet banking or not.

Figure 4.4

0

50

100

150

200

250

YES NO

FAMILIARIZATION WITH INTERNET BANKING

NUMBER OF

RESPONDENTS

Usage of internet banking depended upon the familiarization of internet banking if

a person is familiarized with internet banking can only use the internet banking

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we found that out of the 231 people only 196 people were the respondents who

used the internet banking which is the 84.85 percent of the respondent who are

familiar with internet banking but if you compare it with the total number of

respondents which are as per 4.5 shown below. The table shows the total

number of respondents and out of the same how many are using and not using

internet banking.

Table 4.5

USAGE OF INTERNET BANKINGUSAGE OF

INTERNET BANKINGNUMBER OF


YES 196 65.33%

NO 104 34.67%

Total 300

You can see that out of 300 respondents only 196 respondents have used the

internet which is 65.33 percent of the total and it shows the most of the people

who use the banking system are using the internet banking or at least one time

they have used internet banking. The figure 4.5 below shows the graphical

display of the table 4.5.

Figure 4.5

0

50

100

150

200

YES NO

USAGE OF INTERNET BANKING

NUMBER OF

RESPONDENTS

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In our questionnaire there was an open ended question regarding the reason for

non usage of the internet banking we received different responses from the

respondents regarding the non usage of internet banking main of those

responses are given below.

1. Lack of computer literacy or knowledge

2. Non availability of internet or computers

3. Non awareness of internet banking

4. Trust on the system

Our respondents have accounts in different banks which includes government

banks, private banks, public banks/semi government banks and foreign banks.

In our respondents the top most respondents are from private banks and the

least respondents are from foreign banks the table 4.6 below shows the number

of respondents and their percentage.

Table 4.6

CATEGORIZATION OF THE BANKS

TYPE OF BANK NUMBER OFRESPONDENTS PERCENTAGE

GOVT BANKS 57 19.00%PRIVATE BANKS 132 44.00%PUBLIC BANKS 63 21.00%FOREIGN BANKS 48 16.00%Total 300

As you can see in the above table 4.6 the number of respondents are 57 which

comes to 19 percents are from government banks the number of respondents

are 132 from the private banks which comes to 44 percent whish is the highest of

the total respondents. For the semi government or public banks the number of

respondents are 63 which comes to 21 percent of the total and for the foreign

banks the number of respondents is 48 which comes to 16 percent which is the

least of the all type of the banks in Pakistan

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The figure 4.6 shows the graphical presentation of the table 4.6 it shows all the

types in bar forms.

Figure 4.6

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60

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120

140

GOVT

BANKS

PUBLIC

BANKS

CATEGORIZATION OF THE BANKS

NUMBER OF

RESPONDENTS

In our research questionnaire we also tried to evaluate the nature of transactions

our respondents use the bank accounts. We divided the natures of transactionsinto four categories only due to time and cost constraints, out of the whole

respondents we found 103 respondents who use bank accounts for salary

transfer which is the highest of the respondents. Furthermore we received

responses from people who use for bill payments like utility bills, credit card bills

etc. which is the least, 86 respondents uses the banks accounts for business

transactions and 92 respondents uses the bank accounts for other purposes like

keeping the funds for earning profits, house wives keep their savings and for

receiving the money transfers from abroad, the students maintain accounts for

keeping their pocket money safe, out of some respondents we found that they

keep the bank accounts only for using the facility of the safety like lockers etc.

The table 4.7 shows the number of respondents and their percentages of the

different types of transactions. You can see that the highest respondents are

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using the bank accounts for the salary transfers and the least respondents are

using the bank accounts for payment of monthly bills like utility bills or credit card

bills.

Table 4.7TYPES OF TRANSCATIONS

TYPES OF TRANSCATIONS NUMBER OFRESPONDENTS

PERCENTAGE

MONTHLY BILL PAYMENTS 19 6.33%SALARY TRANSFER 103 34.33%BUSINESS TRANSCATION 86 28.67%OTHERES 92 30.67%Total 300

The figure 4.7 shows the comparison of all the types of bank transactions whichour respondents are using and which are described in table 4.7.

Figure 4.7

TYPES OF TRANSCATIONS

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60

80

100

120

MONTHLY BILL

PAYMENTS

SALARY

TRANSFER

BUSINESS

TRANSCATION

OTHERES

NUMBER OF

RESPONDENTS

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Banks provide services through different channels we have divided these

channels into different categories like directly from bank counters, ATM

(automated teller machines), Email banking, Phone banking, Fax banking,

internet banking. The table 4.8 shows the different type of services bank provide

for making transactions to the account holders.

Table 4.8

TYPES OF BANK SERVICESTYPES OF SERVICES NUMBER OF


BRANCH COUNTER 143 47.67%

ATM 104 34.67%

EMAIL BANKING 11 3.67%

PHONE BANKING 5 1.67%FAX BANKING 4 1.33%

INTERNET BANKING 33 11.00%

Total 300

As you can see from the table 4.8 that the most number of respondents uses the

bank branch counters directly for making the transactions of their bank accounts

and the least respondents are using the FAX banking for making their

transactions of their bank accounts. This thing proves that most of the

respondents are using the branch counters for the day to day transactions of the

bank accounts.

The second best of the modes of making transactions with the banks is the

Automated Teller Machines (ATM), the usage of ATM in Pakistan is increasing

day by day people use the ATM for hassle free withdrawal of money, balance

checking, mini statement generation. Now the kiosks are also available by

different banks like silk bank which are also capable of accepting cash deposits

also along with other facilities.

The figure 4.8 shows the comparison of all the type of modes of bank services

which our respondent uses to make their transactions with banks. As you can

see graphically that the most of the respondents have used the direct banking

which is through bank branch counters and internet banking comes at 3 rd place of

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the six types of the bank services

Figure 4.8

TYPES OF BANK SERVICES

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60

80

100

120

140

160

BRANCH

COUNTER

ATM EMAIL

BANKING

PHONE

BANKING

FAX BANKING INTERNET

BANKING

NUMBER OF

RESPONDENT

While comprising the different modes of banking we compared two most famous

modes of banking as given below:

1. Traditional Banking

2. Internet Banking

Traditional banking is the banking which is done through direct banking in which

the account holder maintains a direct contact with the bank. The account holder

conducts all the transactions by visiting the bank and meeting the staff on

counter writing cheques, ordering cheque books, ordering for fund transfers etc.

Internet banking as we discussed in earlier chapters that internet banking is a

type of banking which is done using the websites of the banks which are used

through secured connections.

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Table 4.9 shows the comparison of the responses we received from the

respondents regarding their perception about traditional banking and internet

banking. We compared both in a sense that which is better and found that most

of the respondents have given their response that the traditional banking is better

than internet banking.

Table 4.9

COMPARISON OF TRADITIONAL AND INTERNET BANKINGTRADITIONAL

BANKING IS BETTERNUMBER OF


YES 223 74.33%

NO 77 25.67%

Total 300

As you can see that the table 4.9 shows that the traditional banking mode is

better than internet banking as the 74 percent of the respondents have given

response in favour of traditional banking and 26 percent of the respondents have

given response in favour of internet banking.

The figure 4.9 shows the graphical representation of the table 4.9 and it is shown

in the shape of comparative bars which are given below.

Figure 4.9

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100

150

200

250

YES NO

COMPARISON OF TRADITIONAL AND INTERNET BANKING

NUMBER OFRESPONDENTS

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To capture the reasons why people think that traditional banking is better than the

internet banking we added an open ended question in our questionnaire and the

people who responded in Yes have answered the question for giving the

reasons. From the data we collected from the respondents we came to following

points regarding the reasons which makes the traditional banking more effective

than internet banking:

o A traditional approach

o Approachable to everyone

o Common practices by almost all banks

o Trust worthy than internet banking

o On the spot reconciliation

o Satisfaction

o Can get help from the CROs of CSOs

The above are the main reasons which are given by different respondents. If wego to the root cause of the problem the root cause is trust of the system and

knowledge of the system.

There are certain reservation of the respondents regarding the accuracy of the

system to capture this aspect of the research we added a question regarding the

reliability of the system in our questionnaire. In response of our question we got

the response from all the respondents and we found that most of our

respondents think that all the transactions which are made through internet

banking results in inaccurate impact on bank accounts. The table 4.10 show the

number of the respondents and comparison of the percentages which came by

the number of respondents and their total.

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Table 4.10

ACCURACY OF RECORD THROUGH INTERNET BANKINGINTERNET BANKING

IS ACCURATENUMBER OF


YES 89 29.67%

NO 211 70.33%

Total 300

The table 4.10 shows that most of the respondents responded that the results of

all the transactions done through internet banking are not accurate.

The figure 4.10 shows the comparison of the table 4.10 in shape of graphical

form. There are two bars showing both the options given in our question. Which

are Yes and No. and you can see that the most of the respondent responded in

No.

Figure 4.10

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100

150

200

250

YES NO

ACCURACY OF RECORD THROUGH INTERNET BANKING

NUMBER OF

RESPONDENTS

The accuracy of the system is a big question in our research. The most of the

people responded that they dont think that internet banking provides accurate

results to all of the transactions. The question here arises why people think that

internet banking provides inaccurate position of their accounts maintained with

the banks.

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To capture the reasons and circumstances where the respondent feels that the

results provided by the internet banking in result of their transactions we added a

question in our questionnaire. Our respondents gave us a lot of the different

responses from the respondents. Following are the main reasons which we have

chosen out of all the responses.

o Internet banking transactions are not updated frequently

o Internet transactions are not completed properly due to slow connections

But most of our respondents gave a response that they if ever used the internet

banking for banking transactions they found it in accurate in sense of their login

ids or login details.

The use of the internet banking is easy or not is a big question so it got a place in

our research also. In order to ascertain the ease of transactions we added one

question regarding to that in our questionnaire.

As per our findings through the responses the respondents given to us in our

research we found that most of the people think that internet banking is not easy

to use.

As per table 4.11 which shows the results of our data collection through

questionnaire the least number of people think that internet banking is easy

whereas most of the people think that traditional banking is easy.

Table 4.11

EASE OF USE FOR INTERNET BANKINGINTERNET BANKING

IS EASY

NUMBER OF

RESPONDENTS

PERCENTAGE

YES 51 17.00%

NO 249 83.00%

Total 300

We can easily see in the table 4.11 that only 17 percent people out of the whole

sample have responded that use of internet banking is easy and 83 percent of

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the respondents think that traditional direct banking method is easier than

internet banking.

Figure 4.11

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100

150

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250

YES NO

EASE OF USE FOR INTERNET BANKING

YES

NO

The figure 4.11 shows the graphical presentation of the comparison of the

number of respondents favoring that the usage of internet banking is easy and

you can see clearly from the graph that most of the respondents are of theopinion that the usage of internet banking is not easy.

In order to capture the reasons why people think that internet banking is easy to

use we added a question in our questionnaire. The type of this question is open

ended and respondents use to comment on the lines why they think that internet

banking is easy to use.

Out of the 51 respondents who think that internet banking is easy to use we got

different arguments and reasons supporting to their responses. We have given

below main of the responses given by our respondents in this regard.

o The hassle free approach to your bank account

o Available anywhere in the country just you need a computer and

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connection

o No physical interaction with bank required

o Your bank account is with you 24/7

You can judge from the answers that the reasons given in support of internet

banking are all the core features of internet banking.

The reliability of the system you are using is another big question in the mind of

the users. So the reliability of the transactions we are making using the internet

banking is a big question. So we added a question regarding to the reliability of

the transactions done using internet banking.

The table 4.12 shows the responses which we got from our respondents

regarding the reliability of the transactions done using the internet banking

channel.

The table 4.12 shows that most of the respondents do not rely on the

transactions done using the internet banking. As per data collected we can see

that only 24 percent of the whole respondents thinks that transactions done using

internet banking are reliable where as 76 percent of the respondents thinks that

they can not rely on the transactions which are done using internet banking.

Table 4.12THE RELIABILITY OF INTERNET BANKING

INTERNET BANKINGIS RELIABILE


PERCENTAGE

YES 73 24.33%

NO 227 75.67%

Total 300

The figure 4.12 shows the graphical representation of the data given in the table

4.12. The data is shown in the form of bar charts in the figure 4.12.

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Figure 4.12

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100

150

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250

YES NO

THE RELIABILITY OF INTERNET BANKING

YES

NO

As the figure 4.12 shows that the respondents think that reliable is an issue with

internet banking. The responses show in our figure shows that most of our

respondents have shown their reservations regarding the reliability of the

transactions done using the internet banking.

Reliability is also a very import issue regarding the usage of internet banking for

normal banking transactions. As you can see that in figure 4.12 most of the

people think that internet banking is not reliable. To capture the reasons for the

issue of reliability of internet banking we added a question in our questionnaire.

The type of our question was open ended. Our respondents gave different

reasons for the issues regarding reliability of the transactions done through

internet banking. Fine below the main of the reasons received from our

respondents.

o The results of internet banking are not predictable

o The transaction are not secured

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o The transaction may be prone to phishing scams

o The transaction may not be completed properly

The security of the transaction is also very important. The people will only usethat software which is having a high level of security. While doing the monetary

transactions over the internet using internet banking portals through personal

computers or mobile phones the account holder must be very satisfied about the

security of the software. The security of the transaction over the internet is a big

question. To cope with this issue of security we added one question in our

questionnaire.

Most of our respondents think that the transactions processed over the internet

banking are not secure. The table 4.13 shows the responses of the people

regarding the issue of security of transactions over the internet banking. Only 20

percent of our respondents have gave the response in favour of our question that

the transactions over the internet are secure where as 80 percent of the

respondents have resulted against our question that the banking over internet is

secure.

Table 4.13

THE SECURITY OF TRANSACTION OVER INTERNET BANKINGINTERNET BANKING

IS SECURENUMBER OF


YES 59 19.67%

NO 241 80.33%

Total 300

The table 4.13 clearly shows that only 59 respondents out of the total 300

respondents have the opinion that the banking transactions done over theinternet are secure comparatively 241 people out of the total 300 respondents

have the opinion that the banking transactions processed using the web space or

internet banking channel are not secure.

The figure 4.13 below shows the graphical representation of the table 4.13. We

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have shown the above data in shape of graphs or bars.

Figure 4.13

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100

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200

250

YES NO

THE SECURITY OF TRANSACTION OVER INTERNET BANKING

NUMBER OF

RESPONDENTS

As you can see in the above figure 4.13 it is clear that the security is a great

issue in usage of internet banking. You can clearly see in the figure that most of

the respondents of our research questionnaire have responded that the

transactions of banking over the internet are not secure. So we can ascertain that

the people of Pakistan think that the transactions over the internet are not

secure.

The security is the main issue of the internet banking. There are several reasons

for security problem of internet banking. To capture the reasons of the security

related issues of the banking transaction over the internet we have added our

one question in our research questionnaire. The type of our question is open

ended.

We received different reasons regarding the security issues through our

respondents in response of our question. These responses are really very

important for our research as the main theme of our research revolves around

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this angle of our topic. The following are main reasons which we found in

responses of our questionnaire.

o Hackers are there on internet.

o Phishing scams are very common now a day.

o The lines or connections used at home are usually not secured.

o The PCs and Laptops used may be prone of hacking tools or viruses.

o You may loose your money over the net due to usage of your bank

account over internet.

We have discussed all the aspects of the internet banking like reliability, accuracy

and security till now. Now we will discuss the user friendliness issue of internet

banking.

If the software which we are using for any purpose if not user friendly it is quite

difficult to manage with the software. The software should be very user friendly in

order to get maximum out of the software.

So we added one question regarding the user friendliness of internet banking

that the internet banking is user friendly. The responses we received from our

respondents of the questionnaire are given below in the table 4.14.

Table 4.14

INTERNET BANKING IS USER FRIENDLYINTERNET BANKINGIS USER FRIENDLY


PERCENTAGE

YES 87 29.00%NO 213 71.00%

Total 300

We can ascertain from the above mentioned table 4.14 that the 29 percent of the

respondents thinks that internet banking is not user friendly. Where as the people

who thinks that internet banking is not user friendly are 71 percent out of all the

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respondents.

The figure 4.14 given below shows the graphical interpretation of the table 4.14

given above.

Figure 4.14

0

50

100

150

200

250

YES NO

INTERNET BANKING IS USER FRIENDLY

NUMBER OF

RESPONDENTS

The figure 4.14 shows that most of the respondents think that the internet

banking is not user friendly. The bar shows that only 29 percent of the total

respondents are of the opinion that the internet banking is user friendly.

The user friendliness is very important feature for any software or product. The

example of Nokia mobiles is in front of us. The software used by the Nokia

phones are quite easy to use and user friendly so the sale of the Nokia phones is

maximum as compared to the other brands.

The issues regarding the user friendliness is a big question. We have added one

question in our research questionnaire to capture the issues which the user faces

regarding the user friendliness of the internet banking portal. We got a lot of

reasons and issues which are the base of our respondents answer to opt that the

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internet banking is not user friendly. Out of all the responses we are putting some

main issues below regarding the user friendliness of the internet banking.

o It is difficult to understand the login procedure

o It is difficult and long process of creating a user name and password

through internet banking portal

o It is a long and cumbersome process if you lost your password

o Every time you have to create a new keyword for every type of banking

transaction.

o Most of the users are of the opinion that the proper training for usage of

internet banking is not available through the banks providing the services

of internet banking.

Internet banking is not only used by the individuals but also by the businesses

and firms. The business and firms usually are very careful about the privacy of

their business transactions. The privacy of the transaction data is of full concern

for business man or business firms. If the privacy policy of the firm or business is

affected by something the firm or business will not adopt that thing.

So we can say that privacy is very important in business banking transactions so

to capture this angle of the research and internet banking we added one question

related to the privacy policy of the business. We tried to take the thinking of our

respondents that internet banking affects the privacy policy of their business or

firm.

For this purpose we have taken the respondents who use the banking services

for business transaction into account for this test. The total number of

respondents that we have in total out of our total sample is 86.

The table 4.15 below shows that the most of our business owner or business

related respondents think that internet banking affects their business privacy or

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firm privacy policy. 59 percent out of the total respondents who use the banking

system for business transactions thinks that the internet banking affects their

privacy policy and 41 percent of the total respondents who use the banking

system for business transactions thinks internet banking do not affect their

business privacy policy.

Table 4.15

IS INTERNET BANKING AFFECTS THE PRIVACY POLICYINTERNET BANKINGAFFECTS PRIVACY


PERCENTAGE

YES 51 59.30%

NO 35 40.70%

Total 86

The figure 4.15 below is the graphical representation of the table 4.15 given

above as you can clearly see that the most of our respondents are of the opinion

that the usage of internet banking affects the privacy policy of the business or

firm.

Figure 4.15

0

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20

30

40

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60

YES NO


NUMBER OF

RESPONDENTS

If we compare the number of respondents with the whole number of respondents

then we will see that the number of respondent who thinks that the internet

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banking affects the privacy policy of the business or firm is very high in

comparison to the respondents who think that internet banking do not affect the

privacy policy of the business or firm. The table 4.16 shows the result of our

comparison of the respondents with total number of respondents.

Table 4.16

IS INTERNET BANKING AFFECTS THE PRIVACY POLICY

INTERNET BANKINGAFFECTS PRIVACY


PERCENTAGE

YES 265 88.33%

NO 35 11.67%

Total 300

The figure 4.16 shows the graphical representation of the table 4.16. You can

clearly see that the respondents who think that the internet banking does not

affect their business or firm privacy are very less are compare to the respondents

who think that internet banking affect their business or firm privacy policy.

Figure 4.16

0

50

100

150

200

250

300

YES NO


NUMBER OF

RESPONDENTS

19085147 Presentation Analysis and Interpretation of the Datadoc

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