CUSTOMER SATISFACTION LEVEL IN ONLINE

BANKING

Group Members:
Muhammad Basharat
Faisal Saleem
 EXECUTIVE SUMMARY

My project aims at Comparative study on Customer Perception Towards E-banking. After

analyzing the results of the questionnaire we conclude that even now a days banks are
providing innovative services day by day, but still there are a lot of customers who are even not
aware about these services, the usage of these services is a different issue, Today Banks are
using huge amount of funds to provide differentiate services to their customers from their
competitors like by using new software or by providing new innovative services like internet
banking, mobile banking, and many others but still they are focusing only to provide the
innovative services to the customers not focusing too aware them regarding these services and
also there is a need to aware the customers about the use and benefits to the services provided
by the bank, because it’s the way to get competitive advantage, as per as we all know that
today most of the organizations are focusing on the promotion element of marketing mix,
which is providing financial as well as non-financial benefits like Brand image, so these Banks is
not focusing over this element, Majority of the respondent in Bank have savings account with
banks. The facility that was availed by most of the people at these banks was that of ATM/Debit
Cards. The most important channel that aware customer most regarding the innovative services
is family& friends.
Chapter 1

Introduction
1.1Abstract:
The banking industry has been rapidly developing the use of Internet banking as an
efficient and viable tool to create customer value. It is one of the popular services
offered by the traditional banks to provide speedier and reliable services to online users.
With the rapid development of computer technology as a commercial too Internet
banking can be used to attract more customers to perform banking transactions in
related banks. However, the main problem of Internet banking faced by the providers is
that a large number of the banks’ customers are not willing to use the Internet banking
services offered. This happened due to the services offered through Internet banking
have yet to satisfy their customers. Customer satisfaction is an important factor to help
banks to sustain competitive advantages. Therefore, the purpose of this research is to
search and examine the factors which influence customer satisfaction towards Internet
banking. The five factors which can influence customer satisfaction toward Internet
banking include service quality, web design and content, security and privacy,
convenience and speed. With the use of a questionnaire survey.
1.2Statement of the problem
What is the current level of satisfaction of customers?
What are the factors that can lead to customers toward satisfaction?
How can banks provide better customer satisfaction?
What are the most satisfactory factors that are provided by bank to its customers?
1.3 Objective of Study
The specific objectives of the study will be:
 To analyze impact of customer satisfaction variable in growth of banking industry.
 To identify, if any, possible way to increase customer satisfaction.
 To explore the factor affecting the customer satisfaction.
 To investigate the customer satisfaction level in online banking.
 To find the most important factor motivating to remain with the bank.

1.4 Significance of the study

This study has its importance to provide information about customers’ satisfaction from
different services offered to customers by banks. Findings will be helpful to identify
those areas which should be focused more to provide better services. This will help for
banks for retaining their customers and attract new customers. This research is very
important for future researchers. It is quite a bold step to enquire into the customer
satisfaction in large banking sector. The management of the sampled banks may also
benefit from this study as the outcome of this study.
1.5 Research Question 
The main question of this study is whether customer are satisfied or not by the online
banking services. This question will be tried to answer in this study by analyzing different
data and employing a suitable research design.
We will use following type of questionnaire in order to measure customer bank:-

SECTION---I
Demographics Information

1. Gender: (1) Male (2) Female

2. Age: (1) 18-23 (2) 23-28 (3) 28-32 (4) 32 & above

3-What is your current employment status?

(1) Student (2) Retired (3) Homemaker (4) Self-employed
4-Which income group does your household fall under?
(1) Less than 20,000 (2) 20,000 – 30,000
(3) 31,000 to 40,000 (4) Above 40,000
5-Which bank do you use? ____________
6- What banking services do you use which your Internet bank offers?
(1) Check balances on-line (2) Apply for consumer loans or credit cards online
(3) Inter-account transfers (4) On-line bill payments (5) other________________
7-What are the reasons to use internet banking?
(1) Save time (2) 24 hour’s availability
(3) Banking transactions are easy (4) Transaction cost is cheap

8-For how long are you using internet banking?

(1) Less than 1 year (2) 1-2
(3) 2-3 (4) More than 3 years
SECTION---II

Reliability

Disagree

Strongly
Neutral
Disagree
Strongly

Agree

Agree
Items

R1. I am able to get on the website quickly. 1 2 3 4 5

R2. The timeline given are accurate. 1 2 3 4 5
R3. The website is always available for business. 1 2 3 4 5
R4. I have confidence in the bank’s service. 1 2 3 4 5
R5. My online transactions are always accurate. 1 2 3 4 5
Privacy
Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

P1. The bank does not misuse my personal 1 2 3 4 5

information
P2. The web don’t provide information on the bank’s 1 2 3 4 5
privacy policies.
P3. You can rely on the information’s that you give 1 2 3 4 5
not being misused?
P4. Do you consider sites recording your activities? 1 2 3 4 5
Service quality
 Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

Q1. The bank responds quickly to my requests. 1 2 3 4 5

Q2. It is easy to find what I need on the website. 1 2 3 4 5
Q3. The bank quickly resolves problems I encounter 1 2 3 4 5
online.
Q4. The website is fast. 1 2 3 4 5
Q5. Using the bank’s website does not require a lot of 1 2 3 4 5
effort.
Security

Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

S1. I receive warning messages when the 1 2 3 4 5

communication is insecure.
S2-The site remembers information entered in 1 2 3 4 5
previous transactions.
S3. The website verifies my identity before 1 2 3 4 5
processing these requests.
S4. The site does not provide evidence to prove it has 1 2 3 4 5
sent a message to me.
S5. The site will provide evidence to prove it has 1 2 3 4 5
received a transaction
Trust
Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree

Items

T1. I believe my transactions through the website are 1 2 3 4 5

likely to be secure.
T2. I believe my transactions with the bank will not 1 2 3 4 5
be reliable
T3. The bank will inform me if there are problems 1 2 3 4 5
with my transactions
T4. The bank keeps customers' best interests in mind 1 2 3 4 5
 T5. I do not trust the online banking website. 1 2 3 4 5
Customer Satisfaction

Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

C1. In general, are you satisfied with the service of 1 2 3 4 5

quality?
C2. Are you satisfied with the quickness of the check- 1 2 3 4 5
out procedure?
C3. Are you satisfied with the relationship between 1 2 3 4 5
you and your bank?
C4. Are you satisfied with the security provided by 1 2 3 4 5
the bank?
C5. Are you satisfied with the privacy policy? 1 2 3 4 5
THNAK YOU FOR YOUR TIME

1.6 Independent Variables

 Reliability
 Security
 Privacy
 Service Quality
Dependent Variables:
 Customer satisfaction
Mediating variables:
 Customer trust
Moderating variables:
 Loyalty
 Income
 expertise

Chapter 2
Literature review
1) Author Name: Malhotra, Pooja & Singh, B. Topic: “Determinants of Internet
banking adoption by banks in India” Date: December, 2010.
 This study is an attempt to present the present status of Internet banking in India
and the extent of internet banking services offered by Internet banks. In addition,
it seeks to examine the factors affecting the extent of Internet banking services.
The data for this study are based on a survey of bank websites explored
during July 2008. The sample consists of 82 banks operating in India at 31 March
2007. Multiple regression technique is employed to explore the determinants
of the extent of Internet banking services. The results show that the private
and foreign Internet banks have performed well in offering a wider range and
more advance d services of Internet banking in comparison with public sector
banks. Among the determinants affecting the extent of Internet banking
services, size of the bank, experience of the bank in offering Internet banking ,
financing pattern and ownership of the bank are found to be significant. The
primary limitation of the study is the scope and size of its sample as well as
other variables (e.g. Market, environmental, regulatory etc.) Which may have an
effect on the decision of the banks to offer a wide range of Internet banking
services. The purpose of the study is to help fill significant gaps in knowledge
about the Internet banking landscape in India. The findings are expected to be
of great use to the government, regulators, commercial banks, and other
financial institutions, e.g. co-operative banks planning to offer Internet
banking , bank customers and re searchers.

2) Author Name: Polaris Software Lab Limited (POLS.BO) Topic: “Polaris Software
and
IndusInd Bank launch INTELLECT PRIVACY Internet Banking Security Card”, PR
Newswire” Date: May, 21, 2010.

 In this study Polaris Software Lab Limited (POLS.BO), a leading Financial

Technology
Company, launched Intellect(TM) PRIVACY based on state-of-the-art
technology and
four patents filed by the India n Institute of Technology Madras. IndusInd
Bank has become the first bank in India to implement Intellect(TM) PRIVACY, an
 online and internet banking security card, for its internet banking customers. The
technology will protect customers and banks from practically all kinds of phishing
attacks, viz. Deceptive e-mail, key/screen logger, brute force/dictionary attacks
and Trojans, etc. Intellect PRIVACY uses multi factor, dynamic authentication
technology providing for authorizing online banking transactions, in a
completely secure platform. Commenting on the innovation, Professor L S
Ganesh, Coordinator of the programmer, said, "At IIT Madras, the
Department of Computer Science and Engineering and the Department of
Management Studies got particularly interested in designing an internet
security technology that is cost efficient and easy to use in a rapidly
growing ecommerce scenario, and transferring it commercially. We chose the
Cost-UsabilitySecurity (CUS) approach to arrive at a solution and Polaris
Software created an eminently usable application for the banking industry.
IndusInd Bank, which was looking for providing greater security for web based
transactions, became the first organization to adopt it." Intellect PRIVACY is a
simple plastic card that customers can use to generate a one-time password
(OTP) for carrying out any kind of online banking transaction including the
sign on.

3) Author Name: Azouzi, D. Topic: “The Adoption of Electronic Banking in Tunisia”,

Journal of Internet Banking and Commerce” Date: June, 09 2009.
 This paper aims to check if the current and prompt technological revolution
altering the whole world has crucial impacts on the Tunisia n banking sector.
Particularly, this study seeks some clues on which we can rely in order to
understand the customers' behavior regarding the adoption of electronic
banking. To achieve this purpose, an empirical research is carried out in Tunisia
and it reveals that panoply of factors is affecting the customers-attitude toward e-
banking. For instance; age, gender and educational qualifications seem to be
important and they split up the group into electronic banking adopters and
 traditional banking defenders and so, they have significant influence on the
customers' adoption of e-banking. Furthermore, this study shows that despite
the presidential incentives and in spite of being fully aware of the e-banking's
benefits, numerous respondents are still using the conventional banking. It is
worthy to mention that the fear of loss because of transactions errors or hackers
plays a significant role in alienating Tunisian customers from online banking.

4) Author Name: B. Dizon, J.A. Topic: “Special Feature: Electronic Banking”. Date:
January, 22, 2009.
 In this study they have founded that while big banks still conduct the bulk of
their business in brick and mortar bank branches, the finance sector has
been increasingly investing on e-banking facilities to offer 24-hour, queue- free
services to their regular clients, whether through ATM machines, mobile phones
or the Internet. "E- Banking’s appeal is primarily its convenience. Clients
nowadays want instant results; they don't want to wait anymore," said
Francisco M. Caparros, Jr., senior vice-president of Asia United Bank and
president of Banc Net. It’s also turned out to be a more efficient way to process
transactions, as e-banking does away with most of the paperwork that clients
have to accomplish. "A lot of people don't like filling forms,” Mr. Caparros added.
"Online banking, in particular, relies on user names and passwords which
need to be protected," said Ferdinand G. La Chica, first vice-president and
marketing group head for Sterling Bank of Asia. These anti- theft barriers are at
time s supplemented by transaction passwords and "tokens", often a
keychain-like device that is issued to the client and generates random, one-
time passwords to enable him to log into his account online. Last year, the
Rural Bank Association of the Philippines announced that its members are
looking to appoint local merchants like sari-sari stores as third party agents
where consumers can open new accounts and make large payments. Such
informal outlets will enable banks to reach out to small-income businesses
and individuals, particularly those in the agrarian sector, most of who are based
outside the city center.

5) Name: Uppal, R.K. & Chawla, R. Topic: “E-Delivery Channel-Based Banking

Services:
 An Empirical Study. Institute of Chartered Financial Analysts of India
(Hyderabad)”. Date: Feb, 06, 2009.

 This study highlights customer perceptions regarding e-banking services. A survey

of 1,200 respondents was conducted in October 2008 in Ludhiana district,
Punjab. The respondents were equally divided among three bank groups
namely, public sector, private sector and foreign banks. The present study
investigates the perceptions of the bank customers regarding necessity of e-
banking services, quality of e-banking services, bank frauds, future of e-banking,
preference of bank customers regarding banks, comparative study of banking
services in various bank groups, preferences regarding use of echannels and
problems faced by e-bank customers. The major finding of this study is that
customers of all bank groups are interested in e-banking services, but at the
same time are facing problems like, inadequate knowledge, poor network, lack
of infrastructure, unsuitable location, misuse of ATM cards and difficulty to
open an account. Keeping in mind these problems faced by bank customers,
this paper frames some strategies like customer education,
seminars/meetings, proper network and infrastructure facilities, online
shopping facilities, proper working and installation of ATM machines, etc., to
enhance e-banking services. Majority of professionals and business class
customers a s well as highly educated and less educated customers also feel
that e-banking has improved the quality of customer services in banks.

6) Author Name: Reeti, Sanjay, and Malhotra, A. Topic: “The Customers’ perspective s
regarding e-banking in an e merging economy.” Date: June, 28, 2009.

 Stated about the Customers’ perspectives regarding e-banking in an emerging

economy. So that, the author determining various factors affecting customer
perception and attitude towards and satisfaction with e-banking is an
essential part of a bank's strategy formulation process in an emerging
economy like India. To gain this understanding in respect of Indian
 customers, the study was conducted on respondents taken from the northern
part of India. The major findings depict that customers are influenced in their
usage of e-banking service s by the kind of account they hold, their age and
profession, attach highest degree of usefulness to balance enquiry service
among e -banking services, consider security & trust most important in
affecting their satisfaction level and find slow transaction speed the most
frequently faced problem while using e-banking.

7) Author Name: Hsun, K.S. Topic: coherence of the financial service sector and
adopts different observational variables to identify innovation capital (training
and R&D density) and process capita l (IT system sufficiency). Date: March, 22,
2008.

 This study considers the coherence of the financial service sector and adopts
different observational variables to identify innovation capital (training and
R&D density) and process capita l (IT system sufficiency). The results show that
human capital has a direct impact on both innovation capita l and process
capital, which in turn affect customer capita l; while finally, customer capital
affects business performance. In addition, there is a negative relationship
between process capital and customer capital in the financial service sector. It
suggests that in the financial service sector, customer satisfaction relies on a
sufficient degree of training and R&D density. Intemperate investment on the
support of e-banking operation systems may not be a good answer.

8) Author Name: Laukkanen, P., Sinkkonen, S. & Laukkanen, T. Topic: “Consumer

resistance to internet banking: postponers, opponents and rejecters” Date:
September, 11, 2008.

 The purpose of this paper is to further the understanding of innovation resistance by

dividing internet banking non-adopters into three groups based on their intentions to
use the innovation. Thereafter, the aim is to identify how the resistance differs in these
customer groups. This study identifies three groups of internet banking non-adopters,
 namely postpones, opponents and rejecters. The data were collected by conducting
an extensive postal survey among the retail banking customers in Finland who had
not adopted internet banking. The measurement development was based on
consumer resistance theory and the earlier literature on internet banking. Principal
component analysis was used to classify the resistance items into five adoption
barriers derived from the earlier literature. Thereafter, analysis of variance was used
to analyze the statistical differences in resistance to internet banking between the
three groups. Significant differences were identified between the groups explored. The
resistance of the rejecters is much more intense and diverse than that of the
opponents, while the Postpones show only slight resistance. The results also indicate
that psychological barriers are even higher determinants of resistance than usage and
value, which are constructs relate d to ease-of-use and usefulness determining
acceptance in the traditional technology acceptance model. Moreover, the findings
highlight the role of self-efficacy in bank customers' risk perceptions to internet
banking.

CHAPTER 3
Research Methodology
3.1 Research Design
The research is exploratory in nature because, the relevant data were collected from
within the Sylhet region and form a small sample. For research purpose, we will
conducted a survey through questionnaires which defined the method of data collection
by primary data collection method. Sample unit will be an account holder of bank drawn
as sample from random sampling method. In order to get better response from customers
about their satisfaction level, this research will mostly focused on getting response from
respondents who had frequent transaction with the banks, and the main exit gate was
used as data collection place.

3.2Nature and sources of data

This study will use both primary and secondary data to meet the objective of the study.
Primary data will be collected regarding depositor perception and opinion towards bank.
On the other hand, secondary data will be used to analyze cause and effect relationship
among customer satisfaction and banking satisfaction variable.

3.3Population and Sample

All online banks will take as the population of the study. Probability Random sampling
technique will adopted. The selected sample seemed to represent generalize the total
population. Generally, customers of banks are depositors, borrowers, and others who get
 banking services. However, this study will not cover all the customers of banks as per the
limit time framework.

SAMPLING SIZE
It indicates the numbers of people to be surveyed. Though large samples give more
reliable results than small samples but due to constraint of time and money, the
sample size was restricted to 100 respondents. The respondents belong to different
age group.

3.4Data Collection Procedure and time frame

A standard structured questionnaire will designed to collect the required information
where five point Likert scale, ranking scale, and other demographic nominal information
will use. The measure will consists of mainly three sets of questions. The first set will
related with introduction, while the second set will related to their perceived satisfaction
and references, and the third set will include motivational factors to rank. Close ended
questions are structured to collect information about customers’ satisfaction for different
bank services. The data will collected using Likert scale to measure satisfaction level.
Moreover a respondent will also asked what those factors are which he preferred most
related to bank services

3.5 DATA Analysis

gender
Cumulative
Frequency Percent Valid Percent Percent
Valid male 77 77.0 77.0 77.0
female 23 23.0 23.0 100.0
Total 100 100.0 100.0
 age
Cumulative
Frequency Percent Valid Percent Percent
Valid 18-23 70 70.0 70.0 70.0
23-28 25 25.0 25.0 95.0
28-32 3 3.0 3.0 98.0
above32 2 2.0 2.0 100.0
Total 100 100.0 100.0
 employment status
Cumulative
Frequency Percent Valid Percent Percent
Valid student 91 91.0 91.0 91.0
homemaker 4 4.0 4.0 95.0
self-employed 5 5.0 5.0 100.0
Total 100 100.0 100.0
 income level
Cumulative
Frequency Percent Valid Percent Percent
Valid less than 20,000 24 24.0 24.0 24.0
21,000 t0 30,000 18 18.0 18.0 42.0
31,000 to 40,000 17 17.0 17.0 59.0
above 40,000 41 41.0 41.0 100.0
Total 100 100.0 100.0
 Which bank do you use?
Cumulative
Frequency Percent Valid Percent Percent
Valid ALLIED B 8 8.0 8.0 8.0
BANK ALF 2 2.0 2.0 10.0
BOP 1 1.0 1.0 11.0
Easypais 2 2.0 2.0 13.0
HBL 37 37.0 37.0 50.0
J.S 2 2.0 2.0 52.0
jazz cas 6 6.0 6.0 58.0
JS BANK 1 1.0 1.0 59.0
MCB 18 18.0 18.0 77.0
NBP 3 3.0 3.0 80.0
PUNJAB 1 1.0 1.0 81.0
UBL 19 19.0 19.0 100.0
Total 100 100.0 100.0
 What banking services do you use which your Internet bank offers?
Cumulative
Frequency Percent Valid Percent Percent
Valid check balance on-line 30 30.0 30.0 30.0
Apply for consumer loan 3 3.0 3.0 33.0
inter-account transfers 15 15.0 15.0 48.0
online bill payments 16 16.0 16.0 64.0
other 36 36.0 36.0 100.0
Total 100 100.0 100.0
 What are the reasons to use internet banking?
Cumulative
Frequency Percent Valid Percent Percent
Valid save time 35 35.0 35.0 35.0
24 hour's availability 38 38.0 38.0 73.0
Banking transactions are 25 25.0 25.0 98.0
easy
Transtion cost is cheap 2 2.0 2.0 100.0
Total 100 100.0 100.0
 For how long time are you using internet banking?
Cumulative
Frequency Percent Valid Percent Percent
Valid Less than 1 year 49 49.0 49.0 49.0
1-2 16 16.0 16.0 65.0
2-3 6 6.0 6.0 71.0
More than 3 years 29 29.0 29.0 100.0
Total 100 100.0 100.0
 Reliability
I have
I am able to get The timeline The site is confidence in My online
on the site given are always available the bank’s transactions are
quickly. accurate. for business. service. always accurate.
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.5100 3.3200 3.3700 3.4000 3.6600
Median 4.0000 3.0000 4.0000 4.0000 4.0000
Mode 4.00 4.00 4.00 4.00 5.00
Std. Deviation 1.18488 1.16237 1.24442 1.31041 1.35005
Variance 1.404 1.351 1.549 1.717 1.823
Range 4.00 4.00 4.00 4.00 4.00
Percentiles 25 3.0000 2.0000 3.0000 2.2500 3.0000
50 4.0000 3.0000 4.0000 4.0000 4.0000
75 4.0000 4.0000 4.0000 4.0000 5.0000
 privacy

The web don’t

The bank does provide You can rely on
not misuse my information on the information’s Do you consider
personal the bank’s that you give not sites recording
information privacy policies. being misused? your activities?
N Valid 100 100 100 100
Missing 0 0 0 0
Mean 3.4600 3.4000 3.4400 3.4800
Median 4.0000 4.0000 3.0000 4.0000
Mode 4.00 4.00 3.00 4.00
Std. Deviation 1.41721 1.31809 1.00825 1.15889
Variance 2.008 1.737 1.017 1.343
Range 4.00 4.00 4.00 4.00
Percentiles 25 2.2500 2.0000 3.0000 3.0000
50 4.0000 4.0000 3.0000 4.0000
75 5.0000 4.0000 4.0000 4.0000

Service Quality
The bank quickly
resolves Using the bank’s
The bank It is easy to find problems I website does not
responds quickly what I need on encounter The website is require a lot of
to my requests. the website. online. fast. effort.
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.2500 3.4800 3.5600 3.7300 3.3900
Median 4.0000 4.0000 4.0000 4.0000 4.0000
Mode 4.00 4.00 3.00 4.00 4.00
Std. Deviation 1.29782 1.02966 1.20872 1.10878 1.20517
Variance 1.684 1.060 1.461 1.229 1.452
Range 4.00 4.00 4.00 4.00 4.00
Percentiles 25 2.0000 3.0000 3.0000 3.0000 2.0000
50 4.0000 4.0000 4.0000 4.0000 4.0000
75 4.0000 4.0000 5.0000 5.0000 4.0000
 Security
I receive The site The site does The site will
warning remembers The website not provide provide
messages when information verifies my evidence to evidence to
the entered in identity before prove it has sent prove it has
communication previous processing a message to received a
is insecure. transactions. these requests. me. transaction
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.4200 3.6600 3.6600 3.2300 3.6800
Median 4.0000 4.0000 4.0000 3.0000 4.0000
Mode 4.00 4.00 4.00 4.00 4.00
Std. Deviation 1.16498 .99717 1.13012 1.12685 1.07196
Variance 1.357 .994 1.277 1.270 1.149
Range 4.00 4.00 4.00 4.00 4.00
Percentiles 25 3.0000 3.0000 3.0000 2.0000 3.0000
50 4.0000 4.0000 4.0000 3.0000 4.0000
75 4.0000 4.0000 4.0000 4.0000 4.0000

Trust
I believe my
transactions The bank will
through the I believe my inform me if
website are transactions with there are The bank keeps I do not trust the
likely to be the bank will not problems with customers' best online banking
secure. be reliable my transactions interests in mind website.
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.5500 3.8100 3.6300 3.5900 3.2200
Median 4.0000 4.0000 4.0000 4.0000 3.0000
Mode 4.00 5.00 4.00 4.00 4.00
Std. Deviation 1.22578 1.06073 1.21983 1.07398 1.27588
Variance 1.503 1.125 1.488 1.153 1.628
Range 4.00 4.00 4.00 4.00 4.00
Percentiles 25 3.0000 3.0000 3.0000 3.0000 2.0000
50 4.0000 4.0000 4.0000 4.0000 3.0000
75 4.0000 5.0000 5.0000 4.0000 4.0000
 Statisfaction
Are you satisfied Are you satisfied
In general, are with the with the Are you satisfied
you satisfied quickness of the relationship with the security Are you satisfied
with the service check-out between you provided by the with the privacy
of quality? procedure? and your bank? bank? policy?
N Valid 100 100 100 99 99
Missing 0 0 0 1 1
Mean 3.6000 3.6100 3.6800 3.4141 3.6566
Median 4.0000 4.0000 4.0000 4.0000 4.0000
Mode 4.00 4.00 4.00 4.00 4.00
Std. Deviation 1.20605 1.08148 1.04330 1.36285 1.17943
Variance 1.455 1.170 1.088 1.857 1.391
Range 4.00 4.00 4.00 4.00 4.00
Percentiles 25 3.0000 3.0000 3.0000 3.0000 3.0000
50 4.0000 4.0000 4.0000 4.0000 4.0000
75 5.0000 4.7500 4.0000 5.0000 4.0000

OVERALL RESULT

LEVEL OF SATISFACTION NO. OF RESPONDENTS

Highly Satisfied 25
Satisfied 50
Neutral 20
Dissatisfied 5
TOTAL 100

Interpretation: From the above chart it represents that 43% of people are satisfied,
while 28.5% of people are highly satisfied and 24% of them are neutral and the rest are
dissatisfied with their e-banking services. Which in overall we can say that there is a
high rate of satisfaction level from the e-banking services.

This study attempted to identify key quality attributes of internet banking services by analyzing
internet banking customers & their comments on banking experience. The findings of this study
show that despite of many advantages of online banking. People still consider it as an alternative for
analyzing their bank records. Although every bank today provides the facility of online banking but
most of people use it only once a month. This reason is that in case of internet banking interpersonal
interaction with customers is seldom possible. Identification & measurement of customer’s
expectations of the internet banking services provide a frame of reference & their related quality
dimension. The main factors which persuade people to use online banking are comfort &
convenience & the facility which attracts them most is quality & quantity of information. Therefore the
implementation of quality initiatives should begin with defining customer’s need & preferences & their
related quality dimensions There is still a lot needed for the banking system to make reforms
and train their customers for using internet for their banking account. Going through the survey
the main problem lies that still customer have a fear of hacking of accounts and thus do not go on
for internet banking. Banks are trying their level best by providing the best security options to the
customers but then to there is lot of factors which betrays a customer from opening an internet
bank account.

Banks are providing free internet banking services also so that the customers can be attracted. By
asking the bank employs we came to know that maximum numbers of internet bank account
holders are youth and business man. E-Banking is an innovative tool that is fast becoming a necessity. It
is a successful strategic we upon for banks to remain profitable in a volatile and competitive
marketplace of today. If proper training should be given to customer by the bank employs to open
an account will be beneficial secondly the website should be made friendlier from where the first
time customers can directly make and access their accounts. In future, the availability of
technology to ensure safety and privacy of e-transactions and the RBI guide lines on various
aspects of internet banking will definitely help in rapid growth of internet banking in Bhakkar.

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