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4 ANALYSIS

4.1

INTRODUCTION

This chapter will analyze the data obtained from the survey and will test the different

hypotheses developed. This is an important chapter as it is the basis for a researcher to

analyze the data obtained, test various hypotheses in relation to the research objectives

and draw conclusive inferences as a further step toward making feasible

recommendations.

4.2 Gender

A gender analysis has been carried out on the respondents. This is presented in the table below and illustrated using a bar chart

Frequenc

y

Percent

male 53 54.6

female 41 42.3

Total 94 96.9

System 3 3.1

97 100.0

gender

femalemaleMissing

C o u n t

60

50

40

30

20

10

0

\

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4.3 Age

The age group of the respondents are given below :

Age

Frequency

Percent

less than

20

31 32.0

20 to 35 40 41.2

35 to 50 16 16.5

above 50 7 7.2

Total 94 96.9

It is noted that 32 % are less than 20 years , 41 percent are between 20 to 35 while 24 %are above 35 years old .This information is shown below :

Age

above 5035 to 5020 to 35less than 20Missing

C o u n t

50

40

30

20

10

0

4.4 Education

The level of education is an important factor in the use of internet . In this respect a crosstabulation has been carried out to identify the level of education of the respondents . This

is shown below :

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lessthan 20

20 to 35 35 to 50 above 50 TOTAL

primarylevel

4 6 10

up to SC 19 9 4 32up to HSC 11 18 5 6 40

university 1 9 1 1 12

31 40 16 7 94

From the above table , it is noted 10 respondents have received primary education and

10 respondents are university graduates .

32 and 40 respondents have read up to School certificate and Higher School certificate .

The distribution of the level of education of the respondents are given below :

Education

universityup to hscup to scprimary levelMissing

C o u n t

50

40

30

20

10

0

4.5 Occupation

Occupation is also a determining factor in the use of internet . In order to obtain a better

understanding of the profile of the respondents , a cross tabulation has been carried out

between employment and education . This is shown in the table below:

Employed Employed Student unemploy self

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public

sector

Private

sector

ed employed

primary

level

4 1 3 2 10

up to sc 13 9 1 2 7 32

up to hsc 15 16 3 3 3 40universit

y

2 7 3 12

34 33 4 8 15 94

Most of the respondents are either employees of the public sector ( N=34 ) or employeesof the private sector ( N=33)

4 respondents are students , 8 are unemployed and 15 have their own businesses.

The distribution of the level of education of the respondents are given below

occupation

sel employed

unemployed

Student

Employed Private sec

Employed piublic sec

Missing

C o u n t

40

30

20

10

0

4.6 Frequency of usage

Respondents were required to state the frequency of using internet banking . rthis isshown in the table below

Frequency Percent

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rare 10 10.6often 40 42.6regularly 44 46.8

Total 94 100.0

10 respondents rarely used this service , 40 respondents. often use the service and 44respondents use the service on a regular basis

This information a has been illustrated in a bar chart below

How often you use the service

regularlyoftenrare

C o u n t

50

40

30

20

10

0

Type of services

The type of services used by the respondents are given below

Services Number of

respondents

Inter bank fund

transfer

46

Payment to other 23

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personal account

Payment to other

local bank

13

Verifying my

account details

74

Order checks book 12Stop lost/stolen

check

4

apply for credit limit

change

5

standing order

transaction

45

Saving/current/fixed

deposit account

67

foreign account 17

debit/credit card 24

From the above table , it is noted that three services are widely used by respondents :

Verifying my account details N=74

Saving/current/fixed deposit account N=67

standing order transaction N=45

The services which are rarely used are

(a) Stop lost/stolen check N=4(b) apply for credit limit change N=5

(c) Payment to other local bank N=13

4.6 INTERNET BANKING

4.6.1 Ease of Use

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Ease of use is a factor that determine the frequency and intensity in the use of internet

banking .in this respect respondents were required to give their views on a set of 8

statements . The result from the analysis is given in the table below :

S.D D N A S.A MEAN S.DI find internet banking to beflexible to interact with

2 26 2 64 0 3.2766 1.0308

I can use internet banking

without anyone around to showme

1 34 0 56 3 3.3617 .9600

I can access various servicessimultaneously

2 26 2 64 3.3191 .8578

I find it easy to learn to useInternet Banking

1 21 19 53 3.7128 .6819

I require further training in

using the internet

12 3 79 3.5106 .8519

Internet banking makes it

easier for me to do my banking

1 16 0 74 3 3.6596 .8367

Generally I find online banking

easy to use

10 20 2 62 0 3.2340 1.1209

In order to interpret the above data , the following scale has been used

Mean :between 1 and 2 very low

Mean : between 2 and 3 lowMean : between 3 and 4 moderate to high

Mean between 4 and 5 very high

It is found out that mean scores fall in the range of 3.2340 to 3.7128. This demonstratethat ease of use is not a factor that inhibit the use of internet banking . The highest mean

score relates to learning while the lowest factor relate to the ease of using internet

banking

The information above has been further analyzed through hypothesis testing . The aims is

to identify the critical factor that determine the use of and accessibility to internet banking in term of

(a) Gender

(b) Age group(c) Level of Education

(d) Occupation

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The result from the tests are discussed below:

The first test seek to determine as to whether gender is a factor that determine the ease of

use or accessibility to internet banking

H0 : Gender is a factor that determine the ease of using internet banking

H1 : Gender is I not a factor that determine the ease of using internet banking

The test result is given below :

Ranks

gender N Mean

Rank

male 53 44.43female 41 51.46

Total 94

Test Statistics

EASET

Chi-

Square

1.565

df 1

Asymp.Sig. .211

a Kruskal Wallis Test

b Grouping Variable: gender

A Kruskal Wallis Test has been carried out to determine whether gender is a factor

that influence the ease of use or accessibility to internet banking At the statistical significance level of p=.05. , the test give evidence for accepting the

null hypothesis ( p= . .211) . As such there is not sufficient evidence to reject the null

hypothesis i.e Gender is a factor that determine the ease of using internet banking

Age

The second test seek to determine as to whether age is a factor that determine the ease of


H0 : Age is a factor that determine the ease of using internet banking

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H1 : Age is not a factor that determine the ease of using internet banking

The test result is given below

Ranks

Age N MeanRank

EASET less than

20

31 45.69

20 to 35 40 45.94

35 to 50 16 60.66

above 50 7 34.36

Total 94

Test StatisticsEASET

Chi-

Square

5.723

df 3

Asymp.

Sig.

.126


b Grouping Variable: Age

A Kruskal Wallis Test has been carried out to determine whether age is a factor thatinfluence the ease of use or accessibility to internet banking At the statistical significance level of p=.05. , the test give evidence for accepting the

null hypothesis ( p= . .126) . As such there is not sufficient evidence to reject the null

hypothesis i.e Age is a factor that determine the ease of using internet banking

Education

The third test seeks to determine as to whether age is a factor that determine the ease of


H0 : Education is a factor that determine the ease of using internet banking

H1 : Education is not a factor that determine the ease of using internet banking


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Ranks

Education N MeanRank

primary

level

10 61.75

up to sc 32 44.50

up to hsc 40 43.79

university

12 56.00

Total 94

Test Statistics

EASET

Chi-Square 5.120

df 3Asymp.

Sig.

.163


b Grouping Variable: Education

A Kruskal Wallis Test has been carried out to determine whether education is a

factor that influence the ease of use or accessibility to internet banking At the statistical significance level of p=.05. , the test give evidence for accepting the

null hypothesis ( p= . .163) . As such there is not sufficient evidence to reject the null hypothesis i.e Education e is a factor that determine the ease of using internet banking

Occupation

The fourth test seeks to determine as to whether occupation is a factor that determine

the ease of use or accessibility to internet banking

H0 : Occupation is a factor that determine the ease of using internet banking

H1 : Occupation is not a factor that determine the ease of using internet banking

The test result is given below :

Ranks

occupation

N MeanRank

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Employe

d piublicsector

34 45.96

Employed Private

sector

33 52.94

Student 4 32.25

unemplo

yed

8 54.81

sel

employed

15 39.20

Total 94

Test Statistics

EASETChi-

Square

4.725

df 4

Asymp.

Sig.

.317


b Grouping Variable: occupation

A Kruskal Wallis Test has been carried out to determine whether occupation is afactor that influence the ease of use or accessibility to internet banking At the statistical significance level of p=.05. , the test give evidence for accepting thenull hypothesis ( p= . .163) . As such there is not sufficient evidence to reject the null

hypothesis i.e Occupation is a factor that determine the ease of using internet banking

Summary of findings :

The above results shoe that the age , gender , occupations ans education are factors

that determine the ease that respondents use of internet banking

AWARENESS OF THE SERVICE

This section deals with the level at which respondents are informed on the use of internet banking .

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The responses are tabulated below:

S.D D N A S.A MEAN S.D

I have enough information

about Internet Banking

1 18 3 69 3 3.5851 .8726

I'm aware of the benefits&

risks in Internet Banking

34 21 39 2.4681 1.3496

I have enough informationabout how to use Internet

banking

0 16 7 69 2 3.6064 .7927

I have received information on

internet banking from various

means and sources

0 5 3 78 8 3.9468 .5749

The mean score on three statements are in the range of 3.5851 and 3.9468. This showsthat respondents have a high amount of information on the use of internet banking .

However , a poor score( M=2.4681) has been achieved on the statement dealing with

information on risk . As such , respondents feel that they are not well informed on therisk of using internet banking

As with the previous analysis , the relationship between information and the followingfactors (i.e gender , age , occupation and education have been further explored . These are

discussed below:

Gender

The aim of this test is to determine as to whether male and female respondents share acommon view on the above four statements

As such , the first test is as follows:

H0 : Gender is a factor that determine the awareness of using internet banking

H1 : Gender is I not a factor that determine the awareness of using internet banking


Ranks

gender N Mean

Rank

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male 53 45.63

female 41 49.91

Total 94

Test Statistics

AWETChi-Square .589

df 1

Asymp. Sig. .443a Kruskal Wallis Test

b Grouping Variable: gender

A Kruskal Wallis Test has been carried out to determine whether gender is a factor

that influence the extent that respondents are informed on the use internet banking At the statistical significance level of p=.05. , the test give evidence for accepting the null

hypothesis ( p= ) . As such there is not sufficient evidence to reject the null hypothesis .as such , gender is a factor that influence the extent that respondents are informed on

the use internet banking

Age

The aim of this test is to determine as to whether there is a relationship between age andthe extent that respondents have a high information

H0 : Age is a factor that determine the of awareness ing internet banking

H1 : Age is not a factor that determine of using awareness internet banking


Ranks

Age N Mean

Rank

AWET less than20

31 50.32

20 to 35 40 48.44

35 to 50 16 35.31above 50 7 57.50

Total 94

Test Statistics

AWET

Chi-

Square

4.668

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df 3

Asymp.

Sig.

.198


b Grouping Variable: Age

A Kruskal Wallis Test has been carried out to determine whether age is a factor that

influence the extent that respondents are informed on the use internet banking At the statistical significance level of p=.05. , the test give evidence for accepting the null

hypothesis ( p= ) . As such there is not sufficient evidence to reject the null hypothesis .

As such , age is a factor that influence the extent that respondents are informed on the

use internet banking

Education

In the previous analysis , it was found out that respondents are not too much aware of the

risk of using internet banking . As such , this test aim at determining as to whether thereis a relationship between age and the extent that respondents have a high information

H0 : Education is a factor that determine awareness using internet banking

H1 : Education is not a factor that determine of awareness using internet banking


Ranks

Education N Mean Rank

primary

level

10 44.90

up to sc 32 43.58

up to hsc 40 50.69

universit

y

12 49.50

Total 94

Test Statistics

AWET

Chi-Square

1.409

df 3

Asymp.Sig.

.703

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b Grouping Variable: Education

A Kruskal Wallis Test has been carried out to determine whether education is a

factor that influence the extent that respondents are informed on the use internet banking At the statistical significance level of p=.05. , the test give evidence for accepting the

null hypothesis ( p=.703 ) . As such there is not sufficient evidence to reject the null hypothesis . As such , education is a factor that influence the extent that respondentsare informed on the use internet banking

Occupation

The statistics shows that most of respondents are employed in both the private and public

sector . Mauritius is a country which rank among the top country in Africa whose

population have a high level of literacy rate on the usage of internet . As such , the thirdtest seeks to determine as to whether occupation is a determining factor with respect to

the extent and level of awareness on the use of internet banking

H0 : Occupation is a factor that determine awareness of using internet banking

H1 : Occupation is not a factor that determine awareness of using internet banking

The result of the test is shown below

Ranks

occupation N Mean Rank

Employed public sector 34 45.24Employed Private sector 33 50.12

Student 4 50.63

unemployed 8 57.06

sell employed 15 40.93

Total 94

Test Statistics

AWET

Chi-

Square

2.527

df 4

Asymp.

Sig.

.640


b Grouping Variable: occupation

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A Kruskal Wallis Test has been carried out to determine whether occupation is a

factor that influence the extent that respondents are informed on the use internet banking At the statistical significance level of p=.05. , the test give evidence for accepting the

null hypothesis ( p=..640 ) . As such there is not enough evidence to reject the null

hypothesis . As such , occupation is a factor that influence the extent that respondentsare informed on the use internet banking

Summary of findings

The overall inference that can be drawn is that there is a multidimensional factors thatdetermine the general awareness on the use of internet banking .Security is an area that

has been given a low rating by the respondents

Security

With increasing online services, banks face challenges in identifying and addressingconsumer concerns about: transacting online; identifying areas of exposure or

vulnerability due to insufficient disclosures; building and sustaining the confidence of

customers; persuading customers to accept the impact of secure access technologies; andthe carrying the cost of secure access technologies

It is along these lines that respondents were required to give their views on a set of 4statements , the result from the surveys are given below :


I trust in the ability of the bank to protect my confidentiality

17 34 1 37 5 2.7766 1.2881

Use of digital signatures,encryption & authorization

mechanisms provide a more

secured Online Banking

18 11 53 12 3.6277 .9388

I know there is some risk to use

internet banking

19 33 4 38 3.6277 .9388

I trust in the technology the

bank is using for internet

14 13 56 11 2.6489 1.2067

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banking

From the above information , respondents have given a high rating to

(a)Use of digital signatures, encryption & authorization mechanisms provide a moresecured Online Banking ( M=3.6277)

(b)I know there is some risk to use internet banking(M=3.6277)

On the other hand , there is still some apprehension on the bank” ability to create a highlevel of trust among its customers , This is reflected on the low score achieved on 2

factors as set out below :

(a) I trust in the ability of the bank to protect my confidentiality ( M=2.7766)

(b) I trust in the technology the bank is using for internet banking(M=2.6489)

In line with the previous analysis , hypothesis testing have been carried out using thefollowing factors :

(a) Gender

(b) Age(c) Education

(d) Profession

with a view to determine respondents views on the security of using internet banking

The result is summarized below :

Factor p S/NS

Gender .953 NS

Age .086 NS

Education .654 NS

Profession .756 NS

On the basis of the result obtained, it can be safely inferred that the respondents perception on the security aspects of using internet banking are closely related to the

following factors

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(a) Gender

(b) Age

(c ) Education and(d) Profession

Perceived Benefits

Respondents were required to state the degree that they have benefited from that

internet banking on a set of 4 statements: The statistics are given below :


Internet banking enables me to

carry out my banking tasks

more quickly

1 16 0 74 3 3.6596 .8367

Online banking gives me more

financial control

10 20 2 62 0 3.2340 1.1209

I find internet banking useful 0 34 0 59 1 3.2872 .9796

Accounts paid & funds are

transferred without queues

2 26 2 64 3.3617 .9600

From the above table , it is noted that the mean scores are in the range of 3.2340 to3.6596. This indicate that more respondents find the use of internet banking to be beneficial

In line with the previous analysis , hypothesis testing have been carried out using thefollowing factors :

(e) Gender

(f) Age(g) Education

(h) Profession

with a view to determine they influenced respondents views on the benefits of using

internet banking


Factor P value S/NS

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Gender ,310 Not Significant

Age .598 Not Significant

Education .086 Not Significant

Profession .654 Not Significant

On the basis of the above figures it can be safely concluded that gender , age , educationand occupation are determinants factors with respect to perceived benefits of using

internet banking

Convenience

Respondents were asked to opine on the convenience of internet banking . The resultfrom the analysis is given below :


A wide range of services are

offered

1 21 19 53 0 3.3191 .8578

It is a convenient way of doing

transaction

0 12 3 79 0 3.7128 .6819

There is a lot of time saving 0 22 2 70 0 3.5106 .8519

From the above , respondents have given a high rating to all statements and the means arein the range of 3.7128 to 3.3191.

The factor convenience of doing business has received the highest rating (M=3.7128) and thefactor relating to the variety of services has received the lowest rating (M=3.3191)

Overall , customers find internet banking to be convenient

In line with the previous analysis , hypothesis testing have been carried out using the

following factors :

(i) Gender (j) Age

(k) Education(l) Profession

with a view to determine they influenced respondents views on the benefits of using

internet banking

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Factor P value S/NS

Gender .250 Not significant

Age .076 Not significant

Education .423 Not significant

Profession .201 Not significant

On the basis of the above figures it can be safely concluded that gender , age , education

and occupation are determinants factors with respect to convenience of using internet

banking

CUSTOMER SATISFACTION

In addition to the above analysis , this part of the analysis will consider the perception of

respondents on their bank on a set of 5 dimensions :

(a) Empathy

( b) Assurance

(a) Empathy

Empathy is about giving customers individual attention andemployees dealing with customers in a caring fashion. In this respect , respondents views were sought on this aspect on a setof 3 statements .

The table below provides mean difference between expected level of satisfaction and the derived level of satisfaction on the various aspectsof empathy and the p-value.

Expectation

(Mean)

Perception

(Mean )

Mean

Difference

P

value

S/NS

The bank understand the 3.5106 3.6596 0.149 .209 NS

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need of their customers

The bank responses to my

queries are personalized

3.2340 3.2872 0.0532 .722 NS

The bank shows genuine

concern and sympathy to

my problem

3.8085 3.1277 -0.6808 .000 S

Overall score 3.5177 3.3582 -0.1595 .029 S

S-significant ( p value <= 0.05); NS- Not significant (p value >0.005)

Table

It is found from table that the overall mean difference value is negative ( MeanDifference: -0.1595) , thus indicating that respondents do not perceived the their bank to

be empathic to their individual need . ,i.e the expected level of satisfaction is

significantly ( p=..029) more than the derived level of satisfaction of the respondents

However , Positive differences are noted for the banks understanding of the need of their customers and are responsive to their customers personal queries. However, it is found

out that banks do not show genuine concern and sympathy to their customer’s problem.

The number of customers for each individual bank has been grouped using the mean

differences between expectation and perception for each bank. This is shown in the table below :

Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 1 10 8 3 4

Bank B 4 11 5 2 1

Bank C 1 5 1 1 0

Bank D 0 2 6 5 2

Bank E 1 3 4 5 0

Others 0 5 2 1 1TOTAL 7 36 26 17 8

% 0.07 0.38 0.28 0.18 0.09

From the above table it is noted that 45 % of the respondents are dissatisfied , 28% areindifferent while 27 % are satisfied on the empathy dimension .

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The above data has been further analysed and the percentage of customers for each

bank falling in the different categories is shown below :

Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 0.04 0.38 0.31 0.12 0.15

Bank B 0.17 0.48 0.22 0.09 0.04

Bank C 0.13 0.63 0.13 0.13 0.00

Bank D 0.00 0.13 0.40 0.33 0.13

Bank E 0.08 0.23 0.31 0.38 0.00

Others 0.00 0.56 0.22 0.11 0.11Total 0.07 0.38 0.28 0.18 0.09

%

From the above , it is noted that

(a) Bank B has the highest percentages of the most dissatisfied customers(b) Both bank B and “other bank “has the highest percentage of dissatisfied

customers

(c) Bank D has the highest percentage of indifferent customers(d) Bank E has the highest percentage of satisfied customers(e) Bank A has the highest percentage of the most satisfied customers

On the basis of the above , a weighted mean score has been worked to determine the

overall performance of the bank . The weight is taken to be the number of customersfalling within a range . The median of a range has been taken to compute the overall

mean score . This methodology will be also be used for other dimensions in this study .

MeanDifference

Median Scare Interpretation

-2 to -1 -1.5 Most

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dissatisfied

-1 to 0 -.5 Dissatisfied

0 0 Indifferent

0 to 1 .5 Satisfied

1 to 2 1.5 Most

Dissatisfied

The data has been ranked and this is shown in the table below :

Average Mean Score Ranking

Bank A 0.2 2 ndBank B -1.8 6 th

Bank C -0.7 5th

Bank D 0.9 1 st

Bank E -0.1 3 rd

Others -0.1 3 rd

On the criterion of fulfillment , Bank D has achieved the highest rank and Bank B hasachieved the lowest rank

The above findings have been confirmed by conducting a hypothesis testing :

H0 : There is no difference on customers level of satisfaction on the empathy dimensionbetween banks

H1 : There is a difference on customers level of satisfaction on the empathy dimension

between banks

The result of the findings are given below :

Ranks

Bank N Mean Rank

Bank A 26 49.71

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Bank B 23 32.85

Bank C 8 40.13

Bank D 15 65.43Bank E 13 54.08

Others 9 45.72

Total 94

Test Statistics

empathy

Chi-Square 15.315

df 5

Asymp. Sig. .009


b Grouping Variable: Choose your main bank

A Kruskal Wallis Test to find out as to whether customers find their bank to be

empathetic to their needs . At the statistical significance level of p=.05. , the test giveevidence for rejecting the null hypothesis ( p=.009 )) . As such there is sufficient

evidence to reject the null hypothesis i.e There is a difference on customers level of

satisfaction on the empathy dimension between banks

Responsiveness

Although service organizations may imagine the Internet as a remote service, with

opportunities to maintain a standardized approach in service delivery, customers do notregard the Internet as a remote service. They expect a lot of straightforward, honest and

timely communication, strong interactivity, good interfacing with backstage activities and

adequate support. In other word , they want their banks to be responsive .Responsivenessis about prompt service to customers, willingness to help customers and

readiness to respond to customers' requests

The table provides mean difference between expected level of satisfactionand the derived level of satisfaction on the various aspects of responsiveness ,

together with the p-value. The aspects considered are level of care , information to

customers ,on line help and solving both technical and non technical problem

Expectation

(Mean)

Perception

(Mean )

Mean

Difference

P

value

S/NS

The bank takes care of the 3.8085 3.1277 -0.6808 .000 S

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online problems promptly

When a problem occurs

the bank provide

appropriate information tocustomers

3.2766 3.4681 0.1915 .166 S

Information is given onwhat to do if the

transaction is not

processed

3.4149 2.6809 -0.734 .000 S

In case of a problem, the

site offers live help with a

person

3.8617 3.5000 -0.3617 .000 S

The bank's website

contains a section tohelp/guide me for

common problems

3.2447 2.5106 -0.7341 .000 S

Bank helps quickly intechnical & non-technical

issues

3.3191 3.7128 0.3937 .004 S

Overall 3.4876 3.1667 -0.3209 .004 S


Overall , the difference between the expected and perceived level are significant at the

5% significance level

It is found from the table that 5 out of the 6 mean difference values are negative

indicating that the perceived level of satisfaction is less than the desired level of

satisfaction:

(a) Caring about online problem Mean Difference (-0.6808)

(b) Giving information for self help Mean Difference (-0.734)

( c) on line help Mean Difference (-0.3617)

(d) Content of website Mean Difference (-0.7341)

(e) Solving technical and non technical problem Mean Difference (-0.7341)

On the other hand , customers are satisfied with respect to that bank giving anappropriate information to the customers when there is a problem

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Overall , It is concluded that the respondents’ expectation are significantly more than

their perception on the responsiveness dimension

The number of customers falling in each range for each individual bank is shown in the

table below :

Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 1 18 6 1 0

Bank B 1 17 2 3 0

Bank C 0 5 2 1 0

Bank D 0 8 1 6 0

Bank E 1 7 2 3 0

Others 0 5 1 3 0

TOTAL 7 36 26 17 8

% 0.07 0.38 0.28 0.18

On the basis of the above , it is noted that 45 respondents are dissatisfied with their bank

, 28 % are indifferent and 18 % are satisfied


bank falling in the different categories are shown below :

Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 0.04 0.69 0.23 0.04 0.00

Bank B 0.04 0.74 0.09 0.13 0.00Bank C 0.00 0.63 0.25 0.13 0.00

Bank D 0.00 0.53 0.07 0.40 0.00

Bank E 0.08 0.54 0.15 0.23 0.00

Others 0.00 0.56 0.11 0.33 0.00

Total 0.07 0.38 0.28 0.18 0.00

%

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(f) Bank E has the highest percentages of the most dissatisfied customers

(g) Both bank A and bank B have the highest percentage of dissatisfied customers(h) Bank C has the highest percentage of indifferent customers

(i) Bank D has the highest percentage of satisfied customers


overall performance of the bank . The data has been ranked and this is shown in the table below :


Bank A -2 6 nd

Bank B -1.7 5th

Bank C -0.4 3th

Bank D -0.2 1 st

Bank E -0.7 4th

Others -0.2 1 st

On the criterion of responsiveness , “other bank” and Bank D have achieved the highest

ranking and Bank A has achieved the lowest rank

The above finding is confirmed through the following test

H0 : There is no difference on customers level dissatisfaction on the responsiveness

dimension between banks

H1 : There is a difference on customers level of dissatisfaction on the responsivenessdimension between banks

The findings are given below :

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Ranks

Choose your main bank

N Mean Rank

Bank A 26 45.67

Bank B 23 35.43

Bank C 8 52.50Bank D 15 54.37

Bank E 13 55.88

Others 9 55.61

Total 94

Test Statistics

Responsiveness

Chi-Square 7.986

df 5

Asymp. Sig. .157

a Kruskal Wallis Test b Grouping Variable:

A Kruskal Wallis Test to find out as to whether customers opinion on the

responsiveness dimension differs beteeen bank . At the statistical significance level of

p=.05. , the test does not give evidence for rejecting the null hypothesis ( p=.009 )) .i.e There is no difference on customers level of dissatisfaction on the responsiveness


Fulfillment

Privacy concerns and the protection of users from the risk of fraud and financial loss

have a strong impact on attitude toward use of online financial services (Montoya-Weisset al., 2003). Depth of information content and availability has been found to be an

important factor as it enables users to control the content.

Customer perceptions of online shopping are also largely affected by issues such as the

graphic style of the web site, including color, layout, print size and type, number of photographs and graphics, and animation (Hoffman and Novak, 1996; Hoque and Lohse,

1999).

On this basis , respondents were required to opine on a set of 7 statements . The result is

given below :

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Expectation(Mean)

Perception(Mean )

MeanDifference

Pvalue

S/NS

It allows transactions to be conducted quickly

3.6170 3.4149-0.2021

.106 NS

Pages load promptly 3.9362 3.5213 -0.4149 .003 SGetting on the site is swift 3.4681 3.2766 -0.1915 .142 NS

This site is alwaysaccessible for business

2.8617 3.73400.8723

.373 NS

This site initiates andoperates immediately

2.4468 3.01060.5638

.009 S

This site never crashes 3.1809 1.4468 -1.7341 .000 S

After entering my

transaction information,the page neither locks nor

freezes

3.7340 2.7128

-1.0212

.000 S

Overall 3.3207 2.9088 -0.4119 000 S


It is found out that the result is significantly different on 4 statements i.e loading of pages,

the responsiveness of the site , the reliability of the site and the usability of the site

It is found from the table that 5 out of the 7 mean difference values are negative

indicating that the perceived level of satisfaction is less than the desired level of satisfaction: These are :

(a) It allows transactions to be conducted quickly M.D =-0.2021

(b) Pages load promptly M.D=-0.4149

© Getting on the site is swift M.D=-0.1915

(d) This site never crashes M.D=-1.7341

(e) The page neither locks nor freezes M.D=-1.0212

However , positive difference have been noted ( i.e customers are satisfied ) on the

accessibility of the site ( M.D= 0.8723 ) and responsiveness of the site (M.D =0.5638)

Overall . the customers are dissatisfied on this dimension of the service . The mean

difference is -0.4119

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The mean differences for each bank is shown in the table below :

Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 3 20 2 1 0

Bank B 3 18 0 2 0

Bank C 0 5 2 1 0

Bank D 0 11 0 4 0

Bank E 0 9 3 1 0

Others 0 7 0 2 0

Total 6 70 7 11 0

% 0.06 0.74 0.07 0.12

From the above table it is noted that 80 % of the respondents are dissatisfied , 7 % are

indifferent while 12 % are satisfied with the internet services provided by banks .



Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 12 77 8 4 0

Bank B 13 78 0 9 0

Bank C 0 63 25 13 0

Bank D 0 73 0 27 0

Bank E 0 69 23 8 0

Others 0 78 0 22 0

Total 6 74 7 12 0

%


(j) Bank B has the highest percentages of the most dissatisfied customers

(k) Both bank B and “other bank “has the highest percentage of dissatisfiedcustomers

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(l) Bank C has the highest percentage of indifferent customers

(m)Bank D has the highest percentage of satisfied customers


overall performance of the bank . The data has been ranked and this is shown in the table

below :


Bank A -2.8 6 th

Bank B -2.5 5 th

Bank C -0.4 Ist

Bank D -0.7 3rd

Bank E -0.8 4 th

Others -0.5 2 nd

On the criterion of fulfiment , Bank C has achieved the highest rank and Bank A has

achieved the lowest rank


H0 : There is no difference on customers level of satisfaction on the fulfillment dimension between banks

H1 : There is a difference on customers level of satisfaction on the fulfillment dimension between banks

The result is shown below

Ranks

Choose your main bank N Mean Rank Bank A 26 35.27

Bank B 23 42.46

Bank C 8 61.25

Bank D 15 57.77

Bank E 13 58.73

Others 9 50.17

Total 94

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Test Statistics

Fulfillment

Chi-Square 12.654

df 5Asymp. Sig. .027

a Kruskal Wallis Test b Grouping Variable: Choose your main bank

A Kruskal Wallis Test to find out as to whether customers opinion on theresponsiveness dimension differs between bank . At the statistical significance level of

p=.05. , the test give evidence for rejecting the null hypothesis ( p=.02 )) . i.e Thereis a difference on customers level of satisfaction on the fulfillment dimension

between banks

Assurance

Expectation

(Mean)

Perception

(Mean )

Mean

Difference

P

value

S/NS

When I access my accountI feel secure. Bank X's

web site instills

confidence

3.0532 4.5000 1.4468 .000 S

Bank X is very accurate in

their responses to myqueries/requests

3.2766 3.1170 -0.1596 .416 NS

Bank x keep accuraterecords of my account

transactions

3.6596 3.2340 -0.4256 .004 S

Overall Score 3.3298 3.6170 0.2872 .002 S

It is found from the table that all the mean difference values arepositive for the confidence dimension (M.D =1.4468) and they are negative

for the accuracy dimension ( M.D =-0.1596) and ( M.D =0.4256)

Overall , customers appear to be satisfied on this dimension ( M.D =0.2872)

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The mean differences for each bank has bean grouped in 5 categories and is shown in the

table below :

Between -2and -1 Between-1 and 0 0 Between 0and 1 Between 1and 2

Bank A 2 6 2 10 6

Bank B 4 5 8 6

Bank C 0 4 3 1

Bank D 5 3 6 1

Bank E 3 2 6 2

Others 6 2 1 0

Total

%

From the above table it is noted that 80 % of the respondents are dissatisfied , 7 % are

indifferent while 12 % are satisfied with the internet services provided by banks .



Between -2and -1

Between-1 and 0

0 Between 0and 1

Between 1and 2

Bank A 0.08 0.23 0.08 0.38 0.23

Bank B 0.00 0.17 0.22 0.35 0.26

Bank C 0.00 0.00 0.50 0.38 0.13

Bank D 0.00 0.33 0.20 0.40 0.07

Bank E 0.00 0.23 0.15 0.46 0.15

Others 0.00 0.67 0.22 0.11 0.00

Total 0.02 0.26 0.19 0.36 0.17

%


(n) Bank A has the highest percentages of the most dissatisfied customers

(o) “other bank “has the highest percentage of dissatisfied customers

(p) Bank C has the highest percentage of indifferent customers(q) Bank E has the highest percentage of satisfied customers

(r) Both Bank A and bank B have the most satisfied customer

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On the basis of the above , a weighted mean score has been worked to determine theoverall performance of the bank . The data has been ranked and it is shown in the table

below :


Bank A 1.6 2 nd

Bank B 2.2 1 st

Bank C

0.6 4 th

Bank D

0.45 th

Bank E 0.9 3rd

Others -0.5 6 th

On the criterion of fulfiment , Bank A has achieved the highest rank and “ other banks”

has achieved the lowest rank


H0 : There is no difference on customers level of satisfaction on the assurance


H1 : There is a difference on customers level of satisfaction on the assurance


Choose your main bank N Mean Rank

Bank A 26 50.38Bank B 23 55.15

Bank C 8 48.31

Bank D 15 43.80

Bank E 13 49.65

Others 9 21.94

Total 94

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AST

Chi-Square 10.544df 5

Asymp. Sig. .061


responsiveness dimension differs beteeen bank . At the statistical significance level of

p=.05. , the test give evidence for accepting the null hypothesis ( p=..061 ) . i.e

There is no significant difference on customers level of satisfaction on the assurance


Reliability

Reliability is judged by the ability of the service provider to deliver theservices as promised, dependability in handling customers' serviceproblems, performing services right the first time, providing services atthe promised time and Keeping customers informed of any changes .

Un this respect ,respondents were required to give their views on a setof 5 statements . The result is shown below:

Expectation(Mean)

Perception(Mean )

MeanDifference

Pvalue

S/NS

The links on the websitesare problem free, accurate

and the pages download

quickly

3.5957 3.3191

-0.2766

.092 NS

The bank's website is

running all the time/

always accessible

3.2766 3.3191

0.0425

.619 NS

Information content and

text on the website areeasy to understand

3.9362 3.3191

-0.6171

.000 S

Service is delivered 3.8404 3.3191 -0.5213 .000 S

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exactly as promised

The bank always provides

the service at the

promised time

3.8298 3.3191

-0.5107

.000 S

Overall 3.6957 3.3191 -.3766 .003 S

It is found from table that the overall mean difference value is negative ( Mean

Difference: -.3766 ) , thus indicating that respondents do not perceived the their bank service to be reliable

Positive differences is noted on the accessibility to the website (M.D=0.0425) However,it is found out customers are dissatisfied with respect of the following

(a) Downloading M.D= -0.2766

(b) Information content M.D=-0.6171

© Meeting promises M.D=-0.5213

(d) Timeliness M.D=-.3766

In addition, the result is significant at the 5 % significance level on the statements dealing

with information content ,meeting promises and the timeliness of the service . In view

that the mean difference are negative , this indicate a high level of dissatisfaction .

The mean differences for each bank has bean grouped in 5 categories and is shown in the

table below :

Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 7 9 2 4 4

Bank B 8 3 2 9 1

Bank C 3 1 0 4 0

Bank D 3 3 2 7 0

Bank E 3 4 2 4 0

Others 1 4 2 2 0

Total 25 24 10 30 5%

From the above table , it is noted that 49 respondents are dissatisfied , 10 respondents are

indifferent and 35 respondents are satisfied .

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The above data has been further analyzed and the percentage of customers for each


Between -2

and -1

Between

-1 and 0

0 Between 0

and 1

Between 1

and 2

Bank A 0.27 0.35 0.08 0.15 0.15

Bank B 0.35 0.13 0.09 0.39 0.04

Bank C 0.38 0.13 0.00 0.50 0.00

Bank D 0.20 0.20 0.13 0.47 0.00

Bank E 0.23 0.31 0.15 0.31 0.00

Others 0.11 0.44 0.22 0.22 0.00

Total 0.27 0.26 0.11 0.32 0.05


(s) Bank B and Bank C has the highest percentages of the most dissatisfiedcustomers

(t) Bank A and “other bank “have the highest percentage of dissatisfied customers

(c ) “other bank has the highest percentage of indifferent customers

(u) Bank C has the highest percentage of satisfied customers

(v) Bank A have the most satisfied customer


overall performance of the bank . The data has been ranked and this is shown in the table below :


Bank A -1.4 5th

Bank B -1.5 6 th

Bank C-0.6 3rd

Bank D -0.5 1 st

Bank E -0.9 4th

Others -0.5 1 st

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Although the weighted mean score is negative for all banks , Bank D and :other banks

are giving a relatively better service than the other banks


H0 : There is no difference on customers level of satisfaction on the reliabilitydimension between banks

H1 : There is a difference on customers level of satisfaction on the reliability


Bank N Mean Rank

Bank A 26 45.52

Bank B 23 46.28Bank C 8 42.44

Bank D 15 54.33

Bank E 13 50.42

Others 9 45.22

Total 94

Reliability

Chi-Square 1.623

df 5

Asymp. Sig. .898


responsiveness dimension differs between bank . At the statistical significance level of

p=.05. , the test give evidence for accepting the null hypothesis ( p=.898 ) . i.e

There is a no difference on customers level of satisfaction on the reliability


Summary of findings :

The above analysis has shown that customer satisfaction is a multi dimension issue and itis dependent on various factors such as

(a) age(b) education

(c) gender and

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(d) occupation

The analysis also shows that there is a difference on the quality of the internet banking

services provided by banks in Mauritius . The next chapter will make some

recommendations to address those issues.

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5.0 Recommendations

5.1 Introduction

In this chapter, appropriate recommendations have been made to deal with the identified

apprehension raised by respondents s on the use of internet banking .

5.2 Security

The analysis has shown that respondents are not well aware on the inherent risk of usinginternet banking . Banks should inform their customers on state of the art technology

they are using to address this issue and these should be regularly communicated to their

customers

5.3 Empathy

Respondents are of the view that bank do not show genuine concern and sympathy totheir problem From the analysis , it is found out that Bank B and :other banks have

received a poor rating on the empathy dimension. In order to overcome these

weaknesses , it is important for these banks to :to hire people who like people. tochallenge them to develop better method, to give them the authority to solve problem , to

provide adequate training and to recognize and reward them for their performance

5.4 Assurance

Most respondents have stated that banks do not takes care of the online problems promptly, information is not given on what to do if the transaction is not processed.Moreover , , the site does not offers on line help and the website does contain a

section to help/guide users for common problems. These problems occur mainly with

Bank A , B and E . In this respect , these bank should reengineer their website to containthose features

5.5 Accessibility

Many respondents have shown concern on to the accessibility to web site . These

problems are more common at B and the “other banks”. In this respect , these banksshould address these problems using state of the art technology . In addition , these bank

could resort to a benchmarking exercise with the other banks ,

5.6 Accuracy

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Accuracy is also an area which causes some dissatisfaction among the respondents . A

priori , banks should investigate into the factors that are causing customers to loose

confidence in their bank . In addition , these banks should improve their mechanism tohandle customer complaints , From the analysis , these problems occur mainly at A and

the “ other bank

5.7 Reliability

From the previous analysis , Bank A , Bank B and the “other banks “ have been given alow rating on the reliability dimension .This can arise from the technology being used by

the bank as well as inadequate management commitment to service quality and the

perception of infeasibility – that is not all customer expectations can be met

In this respect , it is recommended that banks should give a high priority to this issue

5.8 Risk

The study has also shown that respondents are still uncertain on the following issues :

risk of using internet banking and confidentiality of information . In this respect , it isrecommend that all the banks should intensify these aspect in the promotion of their

services and should regularly communicate to their customers on the bank initiative to

address those factors

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6 CONCLUSION

6.1 Introduction

Overall, the findings has shown that people have still some apprehension on the use of

internet banking . Moreover , there is some difference on the quality of internet bankingservices among banks .In this respect , appropriate recommendations have been made in

this study .

6.2 Area for further study

In view that there are wide difference in the internet banking services among banks ,

further research could be done on the use of benchmarking to improve the quality of services in the area of internet banking

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