e Banking Questionaire

7/27/2019 e Banking Questionaire

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1) Age group :1).18-25__,

2). 26-35__,3).36-45__,

4).46-60__,

5).60 +____YearsTable 1

Response Respondents Percentage

1).18-25__, 40 33.3

2). 26-35__, 42 35

3).36-45__, 16 13.3

4).46-60__, 17 14.2

5).60 +____Years 5 4.2

Chart 1

INTERPRETATION:

From the above graph we can see that the maximum no. of respondents are in the age

group of 26-35 with a frequency of 42. The second highest no. of respondents lie in the

age group of 18-25.

0

10

20

30

40

50

60

70

80

1).18-25__, 2). 26-

35__,

3).36-45__, 4).46-60__, 5).60

+____Years

Percentage 33.3 35 13.3 14.2 4.2

Respondents 40 42 16 17 5

AxisTitle


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2) Gender :

1)Male

3) FemaleTABLE 2


male

81 67.5

female

39 32.5

Chart 2

INTERPRETATION:

The above graph shows another demographic variable of the respondent set i.e gender. From the

above bar chart we can see that the maximum no. of respondents were male with a frequency of

80% and the rest were females.

0

10

20

30

40

5060

70

80

90

Respondents Percentage

male 81 67.5

female 39 32.5

AxisTitle


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3)Frequency of visiting your bank branch per month?

Table 3


Valid 120 100.00%

Missing 0 0%

Chart 3

INTERPRETATION:

Here we have plotted a cross tab between the two variables i.e age group and frequency of visit

to the branch. The cross tab helps us to find that whether there is any association between the

two variables. Pearson Chi-square test statistic value of .000 shows that there is an associationbetween the two variables. We can see from the chart that maximum no. of respondents in the

age group 18-25 visit less than 1 and maximum no. respondents in the age group 26-35 visit over

12 times.

0

20

40

60

80

100

120


Missing 0 0%

Valid 120 100.00%

AxisTitle


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4) Which of the following e-banking facilities do you think should be provided by yourbank?(please choose the single most important one)

1. Internet banking2. Telephone banking3. Mobile banking4. SMS bankingTable 4


1. Internet banking 40.80 40.80%

2. Telephone banking 14.20 14.20%

3. Mobile banking 27.00 27.00%

4. SMS banking 18.30 18.30%

Chart 4

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

40.00

45.00

1. Internet

banking

2. Telephone

banking

3. Mobile

banking

4. SMS

banking

Percentage 40.80% 14.20% 27.00% 18.30%

Respondents 40.80 14.20 27.00 18.30

AxisTitle


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INTERPRETATION:

The above pie chart shows that 40.8% of the respondents thought of Internet Banking as a must

to be provided by there bank. The second most important E-banking facility was the M-banking

with a percentage of 26.7%.


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6) Do you have an internet banking account?a) Yesb) No

Table 6

Chart 6

INTERPRETATION:

The above graph shows the association between age group and user- non-user status. The

Pearson chi-square value of .001 shows that there is an association between the two.

As we can see that the most of the respondents in the age group 26-35 have an internet banking

account and very few of the respondents in the age group 60+ have an internet account.


Yes 89 74.2

No 31 25.8

0

10

20

30

40

50

60

70

80

90

100

AxisTitle


Yes 89 74.2

No 31 25.8


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7) What banking services do you use which your Internet bank offers? (Please check all thosewhich you are currently using)

1. Seeking product and rate information2. Calculate loan payment information3. Download loan applications4. Download personal bank transaction activity.5. Check balances on-line6. Apply for consumer loans or credit cards online7. Inter-account transfers8. On-line bill payments9. Others

Table 7


prodinfo 55 11.90%

loaninfo 57 12.30%

Down_loanapp 52 11.20%

Trans_activity 45 9.70%

Chk_balance 57 12.30%

Apply_loan 34 7.30%

Acc_transfer 72 15.60%

Bill_payment 69 14.90%

others 22 4.80%

Chart 7


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INTERPRETATION:

The above graph shows the type of services that most internet account holders use. As we

can see from the graph that most of the internet bank users use there internet account for

making transfer of funds, followed up by payment of bills online with a percentage of

15%.

prodi

nfo

loani

nfo

Down

_loan

app

Trans

_activ

ity

Chk_

balan

ce

Apply

_loan

Acc_t

ransf

er

Bill_p

ayme

nt

other

s

Respondents 55 57 52 45 57 34 72 69 22

Percentage 11.90%12.30%11.20% 9.70% 12.30% 7.30% 15.60%14.90% 4.80%

0

10

20

30

40

50

60

70

80

Axis

Title


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8) What was the single most important reason that you choose your current bank asyour Internet bank? (please choose one)

1. I have a traditional bank account with the same bank2. The brand name of the bank3.

The excellent service offered by this bank4. OtherTable 8


1. I have a traditional bank

account with the same

bank 32.00% 32.00%

2. The brand name of the

bank 34.00% 34.00%

3. The excellent serviceoffered by this bank 28.00% 28.00%

4. Other 6.00% 6.00%

Chart 8

INTERPRETATION:

The pie chart above shows for what reason the respondents choose there current bank asthere internet bank. Most of the respondents had an internet bank account because of thebrand name of the bank. 32% had an account in the bank in which they had a traditional

account. 28% opened because of the excellent services provided.

1. I have a

traditional

bank

account

with the

same bank

2. The

brand name

of the bank

3. The

excellent

service

offered by

this bank

4. Other

Respondents 32.00% 34.00% 28.00% 6.00%

Percentage 32.00% 34.00% 28.00% 6.00%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

A

xisTitle


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9) In addition to your Internet bank account, do you also have a traditional bankaccount?

1. Yes2. No

Table 9


Yes 100 83.3

System 20 16.7

Chart 9

INTERPRETATION:

The above table shows that all the respondents who had an internet banking account also

had a traditional baking account.

0

20

40

60

80

100

120


System 20 16.7

Yes 100 83.3

AxisTitle


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10)What are the reasons for which you opened an Internet bank account? (Pleaseprioritize the following list in the order of importance).

1)Convenience (24 hours service, anywhere connectivity) ______________

2)Curiosity______________

3)Safe and secure______________4)Low service charge______________5)Easy to maintain my banking transaction activity______________

1) ConvenienceResponse Respondents Percentage

Most

Important 22 22

Important 20 20

Not answer 44 44

Least

Important 34 34

Chart 1

0

5

10

15

20

25

30

35

40

45

1 2 3 4 5

0 0 0 0

2220

44

34

2220

44

34



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INTERPRETATION

The above graph consider most important respondents are 22% and the important

respondents are 20% not answer respondents 44% and least important respondents

34%.

2) Curiosity


Most Important 30 30%

Important 22 22%

Not answer 25 25%

Least Important 43 43%

Chart 2

0

5

10

15

20

25

30

35

40

45

Most

Important

Important Not answer Least

Important

Percentage

Respondents


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INTERPRETATION

The above graph consider most important respondents are 30% and the important respondents

are 22% not answer respondents 25% and least important respondents 43%.

3) Safe and secureResponse Respondents Percentage

Most Important 26 26

Important 21 21

Not answer 31 31

Least Important 42 42

Chart 3


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INTERPRETATION


respondents are 21% not answer respondents 31% and least important respondents 42%.

4) Low service charge

0

10

20

30

40

5060

70

80

90

Most

Important


Important

Percentage

Respondents


MostImportant 44 44%

Important 24 24%

Not answer 28 28%

Least

Important 24 24%


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Chart 4

INTERPRETATION


respondents are 24% not answer respondents 28% and least important respondents 24%.

5)Easy to maintain my banking transaction activity


Most

Important 33 33%

Important 20 20%

Not answer 22 22%

LeastImportant 45 45%

Respondents,

24

Percentage ,

43%

0

5

10

15

20

25

30

35

40

45

50

Most Important Important Not answer Least Important

AxisTitle


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Chart 5

INTERPRETATION:

The above graph shows the ranking of the reasons why respondents had opened an

internet banking account. We rated the factors on a 5 point rating scale ranging from mostimportant to least important. Most of the respondents gave convenience as rank1. Thesecond most important factor was ease of maintenance.

11)For your choice of an Internet bank, please indicate how much each of the followingfactors are/were important to you:

(Rate on a scale of 1-5 where 1 being most important & 5 being least important)1. Better rate and lower service charge______________2. Bank familiarity______________3. Security of Transaction______________4. Convenience (24 hours service from anywhere) ______________5. Quick service (transaction completed in seconds instead of minutes)

______________

0

5

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15

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30

35

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45

50

Most

Important


Important

Percentage

Respondents


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1) Better rate and lower service charge

Chart 1

INTERPRETATION:

The above graph rates are the most important respondents 35% and the important respondents

are 44%,nothe lowest range in least important .

0.00

5.0010.00

15.00

20.00

25.00

30.00

35.00

40.00

45.00

Most

Important

Important Not

answer

Least

Important

Respondents 35.00 44.00 21.00 20.00

Percentage 35.00 44.00 21.00 20.00

AxisTitle


Most Important 35.00 35.00Important 44.00 44.00

Not answer 21.00 21.00

Least Important 20.00 20.00


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2)Bank familiarity


MostImportant 55 55.00%

Important 35 35.00%

Not answer 22 22.00%

LeastImportant 8 8.00%

Chart 2

INTERPRETATION:

The Bank familiarity contain the lowest range in least important in 8%,the higest

rank in most important.

0

10

20

30

40

50

60

Most

Important

Important Not

answer

Least

Important

Percentage 55.00% 35.00% 22.00% 8.00%

Respondents 55 35 22 8

AxisTitle


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The security of transaction graph consider we have to show in the least important

respondents are very high. and the lowest respondents in not answer.

4) Convenience


Most

Important 22 22

Important 20 20

Not answer 44 44Least

Important 34 34

Chart 4

INTERPRETATION:

0

10

20

30

40

50

60

70

80

90

Most

Important

Important Not

answer

Least

Important

Percentage 22 20 44 34

Respondents 22 20 44 34

AxisTitle


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The above graph consider most important respondents are 22% and the important respondents

are 22% not answer respondents 44% and least important respondents 34%.s

5) Quick service


Most

Important 44 44%

Important 25 25%

Not answer 28 28%

Least

Important 23 23%

Chart 5

05

10

15

20

25

30

35

40

45

Most

Important

Important Not

answer

Least

Important

AxisTitle

Axis Title

Percentage

Respondents


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INTERPRETATION:

The above graph rates the decisive factors when opening a internet banking account. Most of the

gave rank 1 to convenience(24 hour service from anywhere).The second most important factor was security of transaction.The third most important factor was the familiarity with the bank.

12)The main reasons that you might fear for while opening an Internet bank account ?

1. Never heard of Internet banking2. Concerned about security3. Haven't taken time to open an account4. Don't see any real value in having this type of account5. Too new. I would like to see how it works, then I may open an account6. Not available through my bank7. Others

Response Respondents Percentag

1. Never heard of Internet banking 65 17

2. Concerned about security 80 21

3. Haven't taken time to open an account 38 10

4. Don't see any real value in having this type of account 34 95. Too new. I would like to see how it works, then I may open an

account 83 22

6. Not available through my bank 44 11

7. Others 32 8

Chart 12


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INTERPRETATION:

The above graph shows why most of the people are afraid of opening an internet banking

account and what are the reasons behind it.

Most of the respondents were concerned about the security of transactions-21%.The second constraint was that people are still unaware about it-17%.

The third major constraint was that the bank doesnt have such a service -12%

0102030

405060708090

Percentage

Respondents


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5.0 FINDINGS AND SUGGESTIONS

1. Most of the people use E-banking because of the ease and convenience of doingtransactions 24 hours from anywhere.

2. Most of the people in the age group of 18-35 i.e the youth are familiar with the concept ofE-banking and are among the prominent users of this facility.

3. Most of the people open an internet banking account with a bank because of the brandname of the bank and also due to the fact that they have a traditional banking account

with the same bank.

4. Most of the people in the age group of 46+ are either unaware or have a disinterest in theservice. They are more satisfied with traditional system of banking.

5. The reasons for not opening an internet account are mainly due to unawareness or due tosecurity concerns.

6. Most of the people who do internet banking do so for online transaction of money and forshopping purposes.

7. The masses are still not using the services thoroughly due to various hurdling factors likeinsecurity and fear of hidden costs etc.

SUGGESTIONS

E-banking would drive us into an age of creative destruction due to non-physical

exchange, complete transparency giving rise to perfectly electronic market place and

customer supremacy. We can see the time is changing and with the passage of time

people are accepting technology but there is still a lot of perceptual blocking still to be

removed. The banks need to increase the penetration of E-banking to the masses. This

can be achieved through increasing the awareness levels of the customers towards E-

banking. Some of the ways to do this are:

1.

Give proper training to customers for using E-banking.

2. Create a trust in the mind of customers towards security of there accounts.3. Provide a platform from where the customers can access different accounts at single

time without extra charge.


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4. Make the site more user friendly.5. Customers should be motivated to use E-banking facilities more.5.1 CONCLUSION

Electronic banking has become a necessary survival weapon and is fundamentally

changing the banking industry worldwide. Today, the click of a mouse offers bank

customers services at a much lower cost and also empowers them with unprecedented

freedom in choosing vendors for their financial service needs. No country today has a

choice-whether to implement E-banking or not given the global and competitive nature of

the economy. Banks have to upgrade and constantly think of new innovative customized

packages and services to remain competitive. The invasion of banking by technology has

created an information age and rendered banking services more appealing.

In view of the findings of this study it is concluded that electronic banking in Palakkad is

yet to create any significant impact on service delivery, which will consequently lead to

improved customer satisfaction. Based on the findings of this research, it is recommended

that:

1. Much need to be done in the area of creating awareness about the availability of

electronic banking products and services, how they operate and their benefits. Banks

should organise public exhibitions and talk shows and make products accessible to all

customers. In addition, they should improve their service delivery to justify the benefits

of electronic banking products and services. This way, customers interest would be

aroused.

2. Banks should try to win customers confidence by providing adequate security of

transaction back up of critical data files and alternative means of processing information.

They should also ensure good connectivity and power base that will enable them serve

customers faster and more conveniently. The banks should ensure that at no time should

service cease as a result of network problem

3. Government should provide adequate regulatory framework that will ensure customer

protection, and security of transaction. That way, bank customers confidence in

electronic banking would be secured.


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The study tries to figure out what are the factors that affect the usage behavior of the

customers towards E-banking services and what are the reasons for perceptual blocking

towards E-banking.

The conclusions that can be drawn are:

1. Most of the people use E-banking because of the ease and convenience of doingtransactions 24 hours from anywhere.

2. Most of the people in the age group of 18-35 i.e the youth are familiar with the concept ofE-banking and are among the prominent users of this facility.

3. Most of the people open an internet banking account with a bank because of the brandname of the bank and also due to the fact that they have a traditional banking account

with the same bank.

4. Most of the people in the age group of 46+ are either unaware or have a disinterest in theservice. They are more satisfied with traditional system of banking.

5. The reasons for not opening an internet account are mainly due to unawareness or due tosecurity concerns.

6. Most of the people who do internet banking do so for online transaction of money and forshopping purposes.

7. The masses are still not using the services thoroughly due to various hurdling factors likeinsecurity and fear of hidden costs etc.


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BIBLIOGRAPHY

BOOKS

1. Marketing research by BERRY G.C2. Marketing Research by Malhotra N.K. , fifth edition3. E-banking: the global perspective by Gupta Vivek4. E-Commerce in Indian banking by Bhasin

WEBSITES

http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1

www.banknetindia.com

www.google.com

SOFTWARES USED

1. SPSS2. MS-EXCEL3. MS-WORD
http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.banknetindia.com/http://www.banknetindia.com/http://www.google.com/http://www.google.com/http://www.google.com/http://www.banknetindia.com/http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1

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