CHAPTER 5

FINDINGS, CONCLUSION AND RECOMMENDATION

5.1 FINDINGS OF THE STUDY

Identification of the customers and their requirement encompasses better style and dexterity.
Thus the objective of banking organisations is to offer what customers spot to be eminence
as customer service. A sincere effort has been done to point out the findings based on
the analysis done whether e-Banking in Kerala particularly among nationalised banks and
new generation banks, is efficacious or customers are indeed furthering from the e-Banking
based. All the findings are purely derived from the analysis done in the previous chapter.
The following are the findings of the study.

• Even though the study widely covers south, central and northern regions of Kerala,
majority (60.20%) of the respondents are from the Southern region of Kerala.

• Majority (79.20%) of the respondents were male.

• Majority (60.20%) of the respondents were having the educational qualification as

degree.

• Majority (60.20%) of the respondents were employed either in Government or private

sector.

• 64.80% of the respondents have an account with PSB’s and 35.20% have account with
new generation banks.

• The rank wise explanations for choosing a specific bank are very much significant
for judging and forecasting customer approval and holding. Brand name of the Bank
(40.30%) leads to the top most reason for Preference for choosing the bank, followed
by Predominant volume of transactions (29.60%), and Technology Oriented (10.60%).
The least preference was given for Traditional bank account with the same bank
(3.90%).

• Majority of the respondents have been using the e-Banking facility for a period more
than four years.

• Majority of the respondents use e-Banking once in every week.

• The average age of the customers of PSB’s is 35.63 and that of the new generation
banks is 35.21.

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5.2 KEY POINTS TO BE REMEMBERED FOR INTERPRETATION OF DATA

In the present chapter the entire finding of the present research has been grouped in to three
set based on the effect. The effect of the present research based on five point scale is high if
the mean score more the 4.266, if the effect is moderate if the mean score falls in between
4.266 and 4.118. Similarly the effect is low if the mean score less than 4.118. The following
are the general discussions put forward by the researcher based on the analysis done.
From the above mentioned score it is clear that if the mean score of a particular sub
variable falls more than 4.266, it implies the fact that the sub variable is contributing very
high impact on the given situation. This means if the variable is going to define a particular
crisis / issue, whose mean score falls above 4.266 shows that there is high level of constraints
that constraints on the variable that involved to the banking sector. Therefore authorities of
the bank must be given due importance to such variables to address those problems in a
time faced manner, which may be treated like a vital components to the banking sector.
The failure of those components will directly affect the performance of the banking sector
thereby ruin the goodwill of the concerned bank.
Also it is clear that if the mean score of a particular sub variable falls between 4.266
and 4.118, it implies the fact that the sub variable is contributing moderate impact on the
given situation. This means if the variable is going to define a particular crisis / issue, whose
mean score falls between 4.266 and 4.118 shows there is moderate level of constraints on the
variable that involved to the banking sector. Therefore the bank authorities must treat these
variables like essential components to the banking sector.
From the above mentioned score it is clear that if the mean score of a particular sub
variable falls below 4.118, it implies the fact that the sub variable is contributing low impact
on the given situation. This means if the variable is going to define a particular crisis /
issue, whose mean score falls below 4.118 shows that there is low level of constraints on the
variable that involved to the banking sector. Therefore the bank authorities must treat these
variables like desirable components to the banking sector.
Based on the above hints, the following findings are discussed to make the study more
critical and systematic.
The mean score given by the customers of public sector banks to the probable problem
of ATM is 4.169 ±.472 and that of new generation banks is 4.134 ±.412.
The mean score given by the customers of public sector banks to the probable problem

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of IB is 4.118 ±.643 and that of new generation banks is 4.111 ±.612.
The mean score given by the customers of public sector banks to the probable problem
of Phone Banking is 44.247 ±.312and that of new generation banks is 4.243 ±.332.
The mean score given by the customers of public sector banks to the probable problem
of SMS Banking is 4.217 ±.317 and that of new generation banks is 4.227 ±.330.
The mean score given by the customers of public sector banks to the probable problem
of Credit Card Banking is 4.126 ±.422 and that of new generation banks is 4.096 ±.438.
The mean score given by the customers of public sector banks to the probable problem
of Debit Card Banking is 4.215 ±.216 and that of new generation banks is 4.221 ±.438.
The mean score given by the customers of public sector banks to the probable problem
of NEFT Banking is 4.189 ±.432 and that of new generation banks is 4.185 ±.492.
The mean score given by the customers of public sector banks to the probable problem
of RTGS Banking is 4.170 ±.473 and that of new generation banks is 4.121 ±.492.
The mean score given by the customers of public sector banks to the probable problem
of Online Bill Payment is 4.152 ±.474 and that of new generation banks is 4.184 ±.494.
The mean score given by the customers of public sector banks to the probable problem
of Online Reservation is 4.112 ±.411 and that of new generation banks is 4.184 ±.494.
The mean score given by the customers of public sector banks to the probable problem
of Kiosk Banking is 4.110 ±.421 and that of new generation banks is 4.184 ±.494.
The mean score given by the customers of public sector banks to the probable problem
of ATM might give wrong amount is 4.214 ±.680 and that of new generation banks is 4.191
±.716.
The mean score given by the customers of public sector banks to the probable problem
of Network failure is 4.302 ±.472and that of new generation banks is 4.332 ±.430.
The mean score given by the customers of public sector banks to the probable problem
is the danger of my card getting stuck in the machine is 4.304 ±.731 and that of new
generation banks is 4.263 ±.761.
The mean score given by the customers of public sector banks to the probable problem
of the ATM card was damaged is 4.264 ±.724 and that of new generation banks is 4.224
±.756.
The mean score given by the customers of public sector banks to the probable problem
of the Forgot ATM pin number is 4.214 ±.680 and that of new generation banks is 4.191

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±.716.
The mean score given by the customers of public sector banks to the probable problem
of the ATM computer shows too such withdrawals on the same day is 4.302 ±.472 and that
of new generation banks is 4.332 ±.430.
The mean score given by the customers of public sector banks to the probable problem
of the Loss of ATM card is 4.304 ±.731 and that of new generation banks is 4.263 ±.761.
The mean score given by the customers of public sector banks to the probable problem
of the Machine out of order is 4.264 ±.724 and that of new generation banks is 4.224 ±.756.
The mean score given by the customers of public sector banks to the probable problem
of the Wrong information in the statement is 4.302 ±.472 and that of new generation banks
is 4.332 ±.430.
The mean score given by the customers of public sector banks to the probable problem
of the No print out of statement is 4.304 ±.731 and that of new generation banks is 4.263
±.761.
The mean score given by the customers of public sector banks to the probable problem
of the Security issues is 4.161 ±.465 and that of new generation banks is 4.121 ±.556.
The mean score given by the customers of public sector banks to the probable problem
of the Internet connectivity issues is 4.011 ±.586 and that of new generation banks is 4.010
±.551.
The mean score given by the customers of public sector banks to the probable problem
of the Internet speed issue is 4.243 ±.510 and that of new generation banks is 4.225 ±.589.
The mean score given by the customers of public sector banks to the probable problem
of the Lack of awareness about internet usage is .243 ±.521 and that of new generation banks
is 4.230 ±.532.
The mean score given by the customers of public sector banks to the probable problem
of the Taking too much time to speak with tele banker is 4.021 ±.516 and that of new
generation banks is 4.027 ±.5260.
The mean score given by the customers of public sector banks to the probable problem
of the too much time to resolve the transaction is 4.026 ±.624 and that of new generation
banks is 4.036 ±.523.
The mean score given by the customers of public sector banks to the probable problem
of the Recharge through mobile phone not successful is 4.089 ±.504 and that of new

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generation banks is 4.044 ±.521.
The mean score given by the customers of public sector banks to the probable problem
of the Credit card not supported by the service provider is 4.393 ±.544 and that of new
generation banks is 4.375 ±.525.
The mean score given by the customers of public sector banks to the probable problem
of the incorrect amount deducted is 4.304 ±.460 and that of new generation banks is 4.270
±.445.
The mean score given by the customers of public sector banks to the probable problem
of the Card not detected by the device is 4.196 ±.672 and that of new generation banks is
4.164 ±.704.
The mean score given by the customers of public sector banks to the probable problem
of the Card payment not supported is 4.216 ±.501 and that of new generation banks is 4.207
±.527.
The mean score given by the customers of public sector banks to the probable problem
of the Long time for receiving OTP is 4.189 ±.404 and that of new generation banks is 4.144
±.121.
The mean score given by the customers of public sector banks to the probable problem
of the Lack of awareness is 4.324 ±.430 and that of new generation banks is 4.319 ±.421.
The mean score given by the customers of public sector banks to the probable
problem of the High time involved in completing transaction is 4.214 ±.685 and that of
new generation banks is 4.194 ±.723.
The mean score given by the customers of public sector banks to the probable problem
of the No reference code generated is 4.242 ±.451 and that of new generation banks is 4.260
±.427.
The mean score given by the customers of public sector banks to the probable problem
of the No message about transaction is 4.221 ±.455 and that of new generation banks is
4.260 ±.467.
The mean score given by the customers of public sector banks to the probable problem
of the huge time is needed for adding account is 4.261 ±.411 and that of new generation
banks is 4.240 ±.401.
The mean score given by the customers of public sector banks to the probable problem
of the Daily payments limit is exceeded is 4.210 ±.610 and that of new generation banks is

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4.198 ±.616.
The mean score given by the customers of public sector banks to the probable problem
of the Minimum limit of amount is needed for RTGS is 4.312 ±.432 and that of new
generation banks is 4.322 ±.420.
The mean score given by the customers of public sector banks to the probable problem
of the RTGS doing time is limited is 4.314 ±.771 and that of new generation banks is 4.273
±.771.
The mean score given by the customers of public sector banks to the probable problem
of the online payment cannot be done every where is 4.164 ±.488 and that of new generation
banks is 4.178 ±.516.
The mean score given by the customers of public sector banks to the probable problem
of the Connectivity issue is 4.011 ±.589 and that of new generation banks is 4.083 ±.558.
The mean score given by the customers of public sector banks to the probable problem
of the Amount deducted but incomplete transaction is 4.043 ±.518 and that of new generation
banks is 4.025±.535.
The mean score given by the customers of public sector banks to the probable problem
of the Reversal of amount to account taking longer time is 4.061 ±.481 and that of new
generation banks is 4.075±.485.
The mean score given by the customers of public sector banks to the probable problem
of the All the business channels are not having online payment feature is 4.082 ±.524 and
that of new generation banks is 4.096±.550.
The mean score given by the customers of public sector banks to the probable problem
of the Heavy traffic leading to congestion thereby server taking more time to respond is 4.064
±.523 and that of new generation banks is 4.030±.580.
The mean score given by the customers of public sector banks to the probable problem
of the Time needed to complete a transaction is more is 4.304 ±.460 and that of new
generation banks is 4.270 ±.445.
The mean score given by the customers of public sector banks to the probable problem
of the Long queue to complete transaction is 4.196 ±.672 and that of new generation banks
is 4.164 ±.704.
The mean score given by the customers of public sector banks to the probable problem
of the No guide for support is 4.216 ±.501 and that of new generation banks is 4.207±.527.

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 The adoption of e-Banking of a particular bank is very much important for measuring
and development of customer recognition and improvement in service.The mean score given
by the customers of public sector banks towards the variable e-Banking is equipped for use
at any time is 4.304 ±.460 and that of new generation banks is 4.329 ±.471. Both are found
high and there is no difference in the opinion of the customers of public sector banks and
new generation banks as the sig.value is 0.588, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking can be used from wherever is 4.204 ±.675 and that of new generation banks
is 4.184 ±.713. Both are found moderate and there is no difference in the opinion of the
customers of public sector banks and new generation banks as the sig.value is 0.781, which
is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking simple to use is 4.232 ±.471 and that of new generation banks is 4.270 ±.487.
The scores are moderate and high and there is no difference in the opinion of the customers
of public sector banks and new generation banks as the sig.value is 0.435, which is greater
than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking augment efficiency is 4.211 ±.465 and that of new generation banks is 4.270
±.487. The scores are moderate and high and there is no difference in the opinion of the
customers of public sector banks and new generation banks as the sig.value is 0.217, which
is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking is quick and provide extensive services is 4.261 ±.471 and that of new generation
banks is 4.250 ±.491. The scores are moderate and there is no difference in the opinion of
the customers of public sector banks and new generation banks as the sig.value is 0.824,
which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking facilitate improved authority over banking transactions is 4.267 ±.396 and that of
new generation banks is 4.266 ±.406. The scores are moderate and there is no difference in
the opinion of the customers of public sector banks and new generation banks as the sig.value
is 0.973, which is greater than 5%.
One of the noTable features of the e-Banking is the ease of use. The design of
e-Banking by most of the banks is user friendly. Those who have limited knowledge of

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computer literacy can use the various farcicalities of e-Banking very easily. The mean score
given by the customers of public sector banks towards the variable e-Banking is easy to use
is 4.214 ±.680 and that of new generation banks is 4.191 ±.716. The scores are moderate
and there is no difference in the opinion of the customers of public sector banks and new
generation banks as the sig.value is 0.737, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking facilitate self-learning is 4.302 ±.472 and that of new generation banks is 4.332
±.430. The scores are moderate and there is no difference in the opinion of the customers of
public sector banks and new generation banks as the sig.value is 0.510, which is greater than
5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking formulate customers more brilliant is 4.304 ±.731 and that of new generation
banks are 4.263 ±.761. The scores are high and moderate and there is no difference in the
opinion of the customers of public sector banks and new generation banks as the sig.value is
0.589, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking saves time is 4.264 ±.724 and that of new generation banks is 4.224 ±.756. The
scores are moderate and there is no difference in the opinion of the customers of public sector
banks and new generation banks as the sig.value is 0.584, which is greater than 5%.
Cost consideration of the e-Banking is another noTable factor which decides the
adoption. In order to make the concept e-Banking successful, it must be affordable to
the customers. The mean score given by the customers of public sector banks towards the
variable Transaction cost of e-Banking is less is 4.164 ±.488 and that of new generation
banks is 4.178 ±.516. The scores are moderate and there is no difference in the opinion of
the customers of public sector banks and new generation banks as the sig.value is 0.790,
which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Banks offers supplementary benefits for e-Banking users is 4.011 ±.589 and that of new
generation banks is 4.083 ±.558. The scores are low and there is no difference in the opinion
of the customers of public sector banks and new generation banks as the sig.value is 0.216,
which is greater than 5%.
Privacy and Security of the transaction through e-Banking is an additional noteworthy
factor which decides the adoption. Every customer eager to know whether their transactions

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with the banks are safe and secure, even if the amount of transaction is for a low amount. The
mean score given by the customers of public sector banks towards the variable e-Banking
offer safety for transactions and promise confidentiality is4.061 ±.481 and that of new
generation banks is 4.075 ±.485. The scores are low and there is no difference in the opinion
of the customers of public sector banks and new generation banks as the sig.value is 0.769,
which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking uphold secrecy is 4.082 ±.524 and that of new generation banks is 4.096 ±.550.
The scores are low and there is no difference in the opinion of the customers of public sector
banks and new generation banks as the sig.value is 0.796, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Personal information through internet is communicated is 4.064 ±.523 and that of new
generation banks is 4.030 ±.580. The scores are low and there is no difference in the opinion
of the customers of public sector banks and new generation banks as the sig.value is 0.535,
which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Protection in the transactions with my bank is 4.007 ±.252 and that of new generation banks
is 4.008 ±.256. The scores are low and there is no difference in the opinion of the customers
of public sector banks and new generation banks as the sig.value is 0.987, which is greater
than 5%.
Trust in e-Banking is one of the remarkable condition on which the desired customers
performs the banking transactions. It includes the sum total of self-assurance, dependability,
guarantee and obligation and guard against the confidentiality of the customer’s transaction.
The mean score given by the customers of public sector banks towards the variable
self-assurance in the bank’s service is 4.393 ±.544 and that of new generation banks is 4.375
±.525. The scores are high and there is no difference in the opinion of the customers of
public sector banks and new generation banks as the sig.value is 0.742, which is greater than
5%.
The mean score given by the customers of public sector banks towards the variable
the banking website is dependable is 4.304 ±.460 and that of new generation banks is 4.270
±.445. The scores are high and there is no difference in the opinion of the customers of
public sector banks and new generation banks as the sig.value is 0.461, which is greater than
5%.

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 The mean score given by the customers of public sector banks towards the variable The
e-Banking site match its guarantee and obligation is 4.196 ±.672 and that of new generation
banks is 4.164 ±.704. The scores are moderate and there is no difference in the opinion of
the customers of public sector banks and new generation banks as the sig.value is 0.643,
which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Faith in the capability of e-Banking to guard my confidentiality is 4.216 ±.501 and that of
new generation banks is 4.207 ±.527. The scores are moderate and there is no difference in
the opinion of the customers of public sector banks and new generation banks as the sig.value
is 0.848, which is greater than 5%.
Loyalty is the attitude, faith the commitment of the customers towards the adoption
of e-Banking . The mean score given by the customers of public sector banks towards the
variable Customers have optimistic attitude towards e-Banking is 4.318 ±.715 and that of
new generation banks is 4.250 ±.739. The scores are high and moderate and there is no
difference in the opinion of the customers of public sector banks and new generation banks
as the sig.value is 0.353, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking adoption will hold up and serve customers improved is 4.343 ±.475 and that of
new generation banks is 4.329 ±.471. The scores are high and there is no difference in the
opinion of the customers of public sector banks and new generation banks as the sig.value is
0.771, which is greater than 5%.
Now the categorization of the Adoption of e-Banking based on the selected sub
variables was done. The sub variables are Usefulness, Ease of use, Cost, Privacy and
Security, Trust and Loyalty. The mean score given by the customers of public sector banks
towards the variable Usefulness is 4.246 ±.24 and that of new generation banks is 4.261
±.24. The scores are moderate and there is no difference in the opinion of the customers of
public sector banks and new generation banks as the sig.value is 0.539, which is greater than
5%.
The mean score given by the customers of public sector banks towards the variable
Ease of use is 4.271 ±.47 and that of new generation banks is 4.252 ±.49. The scores are
high and there is no difference in the opinion of the customers of public sector banks and
new generation banks as the sig.value is 0.702, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable

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Cost is 4.073 ±.39 and that of new generation banks is 4.095 ±.40. The scores are low
and there is no difference in the opinion of the customers of public sector banks and new
generation banks as the sig.value is 0.578, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Privacy and Security is 4.302 ±.26 and that of new generation banks is 4.277 ±.32. The
scores are high and there is no difference in the opinion of the customers of public sector
banks and new generation banks as the sig.value is 0.961, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Trust is 4.277 ±.32 and that of new generation banks is 4.254 ±.33. The scores are high
and there is no difference in the opinion of the customers of public sector banks and new
generation banks as the sig.value is 0.486, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Loyalty is 4.330 ±.44 and that of new generation banks is 4.289 ±.48. The scores are high
and there is no difference in the opinion of the customers of public sector banks and new
generation banks as the sig.value is 0.381, which is greater than 5%.
Adoption of e-Banking in the state of Kerala by the customers of banks was explained
by considering the opinion of the entire customers of both public sector banks and new
generation banks. Adoption of e-Banking services in Kerala is found moderate and the
mean score is 4.25 ± 0.384. There is significant difference among the variables constituting
the adoption of e-Banking as the Signature value is less than 5%.
With reference to the component wise analysis of adoption based on educational
qualification, Post graduate customers find Usefulness, ease of use, privacy and security,
trust and loyalty are high, whereas graduate and professional customers find privacy and
security, trust and loyalty are high. With reference to the variable Cost, all category of
educational level find it low.
There is significant difference among customers having different educational
qualifications with reference to the variable Usefulness, Ease of use and Adoption of
e-Banking and in all cases post graduate customers significantly differs from other groups.
All other variables are not significant.
All groups of educational qualifications with the public sector banks find the adoption
of e-Banking as moderate.
With reference to the category of banks there is no significant change in the adoption
of e-Banking . With reference to the educational qualification, there is significant change

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in the adoption of e-Banking . Interacting effect of the Category of banks with Educational
qualification was not significant.
Since the ill feeling in banking sector has been amplified on account of the
dissatisfaction by customers, it is necessary to evaluate the current status of satisfaction
by the customers. The satisfaction of e-Banking is extremely imperative for determining
the successfulness of the effort of banks. The mean score given by the customers of public
sector banks towards the statement Confidentiality and safety of e-Banking transactions is
4.432 ±.49 and that of new generation banks is 4.447 ±.49. The scores are high and there
is no difference in the opinion of the customers of public sector banks and new generation
banks as the sig.value is 0. 761, which is greater than 5%.
The mean score given by the customers of public sector banks towards the statement
Website design and ease of use is 4.289 ±.44 and that of new generation banks is 4.316 ±.45.
The scores are high and there is no difference in the opinion of the customers of public sector
banks and new generation banks as the sig.value is 0. 761, which is greater than 5%.
The mean score given by the customers of public sector banks towards the statement
Service charges payable for services is 4.211 ±.49 and that of new generation banks is 4.192
±.48. The scores are moderate and there is no difference in the opinion of the customers of
public sector banks and new generation banks as the sig.value is 0. 713, which is greater
than 5%.
The mean score given by the customers of public sector banks towards the statement
educating the customers is 4.211 ±.49 and that of new generation banks is 4.192 ±.48. The
scores are moderate and there is no difference in the opinion of the customers of public sector
banks and new generation banks as the sig.value is 0. 713, which is greater than 5%.
The mean score given by the customers of public sector banks towards the statement
swiftness to complete the transaction is 4.314 ±.54 and that of new generation banks is
4.257 ±.59. The scores are high and moderate and there is no difference in the opinion of the
customers of public sector banks and new generation banks as the sig.value is 0.308, which
is greater than 5%.
The mean score given by the customers of public sector banks towards the statement
Diversity of e-Banking services offered is 4.289 ±.60 and that of new generation banks is
4.263 ±.58. The scores are high and moderate and there is no difference in the opinion of the
customers of public sector banks and new generation banks as the sig.value is 0.664, which
is greater than 5%.

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 The mean score given by the customers of public sector banks towards the statement
Satisfaction of e-Banking transactions offered is 4.304 ±.24 and that of new generation banks
is 4.297 ±.24. The scores are high and moderate and there is no difference in the opinion
of the customers of public sector banks and new generation banks as the sig.value is 0.789,
which is greater than 5%.
The mean score given by the all categories of the educational qualifications of the
banks customers find "Satisfaction" and they awarded it a high score and there is no
difference in the opinion of the customers of public sector banks and new generation banks
as the sig.value is 0.391, which is greater than 5%.
The relationship and prediction of adoption of e-Banking with the satisfaction of the
e-Banking was performed through multiple regression models. Anova test value is 16.698
and the Signature value is 0.000, shows that adoption as an independent variable can be used
to predict the dependent variable satisfaction. The R Squared value shows 19.10% reliability
for the interacting effect of the adoption as an independent variable to predict the dependent
variable satisfaction.
Satisfaction= Constant * 2.583+ Usefulness*.016+ Ease of use*0.095+ Cost*0.058+
Privacy and Security*0.362+ Trust*0.011+ Loyalty*0.085.
Even if the e-Banking offered by banks, if the system and management is not
efficient, it will lead to discontent among the customers, and will adversely affect the bank’s
productivity. The satisfaction towards e-Banking efficiency is tremendously necessary for
shaping the triumph of the endeavour of banks. The mean score given by the customers of
public sector banks towards the variable Simplicity of use is 4.179 ±.47 and that of new
generation banks is 4.184 ±.49. The scores are moderate and there is no difference in the
opinion of the customers of public sector banks and new generation banks as the sig.value is
0.908, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Effectiveness and consistency is 4.138 ±.64 and that of new generation banks is 4.201 ±.63.
The scores are low and moderate and there is no difference in the opinion of the customers
of public sector banks and new generation banks as the sig.value is 0.329, which is greater
than 5%.
The mean score given by the customers of public sector banks towards the variable
Implementation is 4.277 ±.33 and that of new generation banks is 4.293 ±.38. The scores
are high and there is no difference in the opinion of the customers of public sector banks and

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new generation banks as the sig.value is 0.653, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Protection is 4.237 ±.31 and that of new generation banks is 4.227 ±.33. The scores are
moderate and there is no difference in the opinion of the customers of public sector banks
and new generation banks as the sig.value is 0.750, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
Receptiveness is 4.180 ±.42 and that of new generation banks is 4.092 ±.43. The scores are
moderate and low and there is no difference in the opinion of the customers of public sector
banks and new generation banks as the sig.value is 0.053, which is greater than 5%.
The mean score given by the customers of public sector banks towards the variable
e-Banking efficiency is 4.232 ±.21 and that of new generation banks is 4.227 ±.23. The
scores are moderate and there is no difference in the opinion of the customers of public
sector banks and new generation banks as the sig.value is 0.807, which is greater than 5%.
e-Banking efficiency according to the grouping variables Educational qualification is
statistically not significant as the significant values are greater than 5%.
The relationship and prediction of satisfaction of e-Banking with the effect in
e-Banking was performed through multiple regression models. Anova test value is 8.542
and the Signature value is 0.004, shows that adoption as an independent variable can be used
to predict the dependent variable satisfaction. The R Squared value shows 1.90% reliability
for the interacting effect of the adoption as an independent variable to predict the dependent
variable satisfaction.
Effect in e-Banking = Constant * 3.690+ Satisfaction*0.126.
Problems of e-Banking was analysed and stumpy rapidity is elevated and got a mean
score of 4.51±0.545 and hence considered as major problem ine - Banking. Similarly, the
mean score for the variable Transaction fault is 4.48±0.704; hence it is the second most
important problem. The third problem found out as Too much time to complete transaction,
got a mean score of 4.40±0.389.
A critical comparison was done between e-Banking with traditional banking. The
mean value of the variable usefulness to e-Banking is 4.252 and that of traditional banking
is 4.250, and is moderate which is statistically not significant.
The mean value of the variable cost to e-Banking is 4.081 and that of traditional
banking is 4.294, and is low and moderate which is statistically significant and favour to
traditional banking.

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 The mean value of the variable Privacy and security to e-Banking is 4.303 and that of
traditional banking is 4.107, and is high and low which is statistically significant and favour
to e-Banking .
The mean value of the variable Service Efficiency to e-Banking is 4.316 and that of
traditional banking is 4.242, and is high and moderate which is statistically significant and
favour to e-Banking .
The significant points covered during the research findings can be summarised as

Effect as Moderate Level on Public Effect as High Level on Public and

and Private Sector Banks Private Sector Banks
Subject Based Subject Based
Problem of ATM Network failure
ATM computer shows too such
Probable problem of IB
withdrawals
Phone Banking Wrong information in the statement
Credit card not supported by the service
SMS Banking
provider
Debit Card Banking Incorrect amount deducted
NEFT Banking Lack of awareness
Minimum limit of amount is needed for
RTGS Banking
RTGS
Online Bill Payment RTGS doing time is limited
Time needed to complete a transaction is
ATM might give Wrong Amount
more
e-Banking is equipped for use at any
ATM card was damaged
time
e-Banking facilitate improved authority
Forgot ATM pin number
over banking transactions
Loss of ATM card e-Banking facilitate self-learning
Machine out of order Self-assurance in the bank’s service
Security issues Banking website is dependable
Continued on Next Page

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 Continued from Previous Page
e-Banking adoption will hold up and
Internet connectivity issues
serve customers improved
Internet speed issue Privacy and Security
The statement Confidentiality and safety
Lack of awareness about internet usage
of e-Banking transactions
Satisfaction of e-Banking transactions
Card not detected by the device
offered
Card payment not supported Implementation
Long time for receiving OTP Stumpy rapidity
High time involved in completing
Transaction fault
transaction
No reference code generated Too much time to complete transaction
No message about transaction
Huge time is needed for adding account
Daily payments limit is exceeded
Online payment cannot be done every
where
Long queue to complete transaction
No guide for support
e - Banking can be used from wherever
e - Banking is quick and provides
extensive services
e - Banking is easy to use
e - Banking saves time
Transaction cost of e-Banking
The e-Banking site match its guarantee
and obligation
Faith in the capability of e-Banking to
guard my confidentiality
Usefulness
Continued on Next Page

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 Continued from Previous Page
Ease of use
Adoption of e-Banking services in
Kerala
Service charges payable for services
Educating the customers
Diversity of e-Banking services offered
Simplicity of use

Effect as High Level on Public Sector

Effect as Low Level on Public and
Banks and
Moderate Level on Private Sector
Private Sector Banks
Banks
Subject Based Subject Based
Taking too much time to speak with tele Danger of my card getting stuck in the
banker machine
Too much time to resolve the transaction No print out of statement
Recharge through mobile phone not e-Banking formulate customers more
successful brilliant
Customers have optimistic attitude
Connectivity issue
towards e-Banking
Amount deducted but incomplete
Trust
transaction
Reversal of amount to account taking
Loyalty
longer time
All the business channels are not having
Swiftness to complete the transaction
online payment feature
Heavy traffic leading to congestion
thereby server taking more time to Service Efficiency to e-Banking
respond
Banks offers supplementary benefits for
e-Banking users
Continued on Next Page

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 Continued from Previous Page
e - Banking offer safety for transactions
and promise confidentiality
e - Banking uphold secrecy
Personal information through internet is
communicated
Protection in the transactions with my
bank
Variable Cost

Effect as Moderate Level on Public Effect as Low Level on Public Sector

Sector Banks and
Moderate Level on Private Sector
Banks and High Level on Private
Banks.
Sector Banks .
Subject Based Subject Based
e - Banking simple to use Online Reservation
e - Banking augments efficiency Kiosk Banking
Website design and ease of use Variable cost to e-Banking

Effect as Moderate Level on Public

Sector
High Public and Low Private
Banks and Low Level on Private
Sector Banks.
Subject Based Subject Based
Problem of ATM Nil
Credit Card Banking
Receptiveness

Thus the researcher has included all possible findings for the present study based on
the analysis done in the previous chapters. Some findings really support the efficiency and

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efficacy of e-Banking , but unfortunately it was noted that there is certain limitations with
reference to e-Banking , which yet to be addressed properly by the authorities of the banking
sector, who are entrusted with the task of framing policies and programmes of e-Banking .

5.3 CONCLUSION

Conclusions are the logical extension of the findings done by the researcher while addressing
the research problem. In the present study, an attempt was done to articulate some of the
key areas of e-Banking practices of public and new generation banks. Hence the following
conclusions are based on the analysis and in continuance of the findings of the study
The rank wise explanations for choosing a specific bank are very much significant for
judging and forecasting customer approval and holding. Brand name of the Bank is the
most important reason for Preference for choosing the bank, the second rank is assigned to
Predominant volume of transactions and third rank is Technology Oriented. Together with
these three factors majority of the total reasons covered by the customers of the banks can
be identified.
e - Banking facilities in Kerala by the customers of banks are popular from more than
four years and the frequency of use in e-Banking services in Kerala is once in every week.
The younger generation people are more using the e-Banking services in Kerala.
To find out the various problems in e-Banking in Kerala, the following conclusions are
drawn by the researcher, with reference to specific services.
Customers of public sector banks and new generation banks find the problems of
ATM, Credit Card, Debit Card, Kiosk Banking, NEFT Banking, Online Bill Payment,
Online Reservation, RTGS Banking and SMS Banking as moderate level. Hence effective
stringent measures are to be considered for the above specific problems in a swift response
level, to make the customers attractive to the e-Banking . Whereas the problems of IB at
low level along with Phone Banking. Hence it is concluded that the customers of public
sector banks and new generation banks are satisfied with the performance of IB and Phone
Banking.
Now the conclusions raised by the customers towards ATM facility offered by the
banks in Kerala are as follows.
Customers of public sector banks and new generation banks find the statements like
ATM might give wrong amount, ATM card will be damaged, Machine out of order, long

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queue to complete transaction and loss of memory for the ATM pin number are at moderate
level problems.
Customers of public sector banks and new generation banks find the statements like
Network Failure, ATM computer shows too such withdrawals on the same day and Loss of
ATM card are at high level problems.
Customers of public sector banks and new generation banks find the statement
likethere is danger of my card getting stuck in the machine is a low level problem.
Now the conclusions raised by the customers towards IB offered by the banks in Kerala
are as follows.
Customers of public sector banks and new generation banks find the statements
like internet connectivity issues and lack of awareness about internet usage are low level
problems.
Customers of public sector banks and new generation banks find the statements like
Internet speed issue, lack of awareness about internet usage and lack of awareness about
internet usage are moderate level problems.
Customers of public sector banks and new generation banks find the statements like
Network Failure, ATM computer shows too such withdrawals on the same day and loss of
ATM card are high level problems.
Now the conclusions raised by the customers towards Phone Banking offered by the
banks in Kerala are as follows.
Customers of public sector banks and new generation banks find the statements like
taking too much time to speak with tele banker, too much time to resolve the transaction and
lack of awareness about tele banking and recharge through mobile phone not successful are
only low level problems.
Now the conclusions raised by the customers towards Credit card Banking offered by
the banks in Kerala are as follows.
Customers of public sector banks and new generation banks find the statements like
Card not detected by the device, Card payment not supported are moderate level problems.
Customers of public sector banks and new generation banks find the statements like
Credit card not supported by the service provider, incorrect amount deducted as a source for
e-Banking problems are high level problems.
Now the conclusions raised by the customers towards NEFT Banking offered by the

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banks in Kerala are as follows.
Customers of public sector banks and new generation banks find the statement like
long time for receiving One Time Password (OTP) is low level problem.
Customers of public sector banks and new generation banks find the statements like
high time involved in completing transaction, no reference code generated, no message about
transaction and huge time is needed for adding are moderate level problems.
Customers of public sector banks and new generation banks find the statement like
lack of awareness is high level problem.
Now the conclusions raised by the customers towards RTGS Banking offered by the
banks in Kerala are as follows.
Customers of public sector banks and new generation banks find the statements
like internet connectivity issues and lack of awareness about internet usage are low level
problems.
Customers of public sector banks and new generation banks find the statements like
daily payments limit is exceeded, RTGS doing time is limited, online payment cannot be
done everywhere, connectivity issue, amount deducted but incomplete transaction, reversal
of amount to account taking longer time are moderate level problems.
Customers of public sector banks and new generation banks find the statement like
Minimum limit of amount is needed for RTGS is high level problems.
Now the conclusions raised by the customers towards Online Banking offered by the
banks in Kerala are as follows.
Customers of public sector banks and new generation banks find the statements
like internet connectivity issues and lack of awareness about internet usage are low level
problems.
Customers of public sector banks and new generation banks find the statements like
all the business channels are not having online payment feature, heavy traffic leading to
congestion thereby server taking more time to respond, no guide for support time needed to
complete a transaction is more, security issues are moderate level problems.
Customers of public sector banks and new generation banks find the statements like
wrong information in the statement, no print out of statement are high level problems.
To examine the adoption of e-Banking services by the customers by comparing
public sector banks and new generation banks, the following conclusions are drawn by the

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researcher, with reference to specific services.
Banks offer supplementary benefits for e-Banking users, Cost of internet connection
is cheaper, uphold secrecy, Personal information through internet is communicated, safety
for transactions and promise confidentiality, protection in the transactions with personal
account, justified cost of transaction are low supported by the customers of public sector
banks and new generation banks and data is more reliable for the customers of public sector
banks.
e - Banking can be used from wherever, augment efficiency, quick and provides
extensive services, facilitate improved authority over banking transactions, guaranteed
service, Website design and ease of use of banking transactions, low transaction cost,
saves time, assured confidentiality, educating the customers are moderately supported by the
customers of both public sector banks and new generation banks and data is more reliable
for the customers of public sector banks.
e - Banking is equipped for use at any time, the banking website is dependable,
facilitate self-learning, trust, ease of use, formulate customers level of knowledge,
self-assurance in the bank’s service, improved customer service, confidentiality and safety,
satisfaction and loyalty are highly supported by the customers of both public sector banks
and new generation banks and data is more reliable for the customers of public sector banks.
e - Banking simple to use, diversity of services swiftness to complete the transaction
optimistic customers attitude are moderately and highly supported by the customers of public
sector banks and new generation banks and data is more reliable for the customers of public
sector banks.
The component wise analysis of the adoption of e-Banking shows that privacy and
security, trust and loyalty have high level of adoption. The mean score of the variable
usefulness and ease of use are found moderate. The mean score of the variable cost is low.
The highest influential factor is determined as Loyalty, followed by Privacy and Security,
Trust and Ease of use.
To identify the effect of interaction among the Category of banks with Educational
qualification of customers in the adoption of e-Banking services, the following conclusions
are drawn by the researcher, with reference to specific services.
With reference to the variable adoption of e-Banking , all category of educational
level customers of the banks namely graduate, post graduate and professionals find it
moderate. There is difference among customers having different educational qualifications

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with reference to the variables usefulness, ease of use and adoption of e-Banking . Post
graduate customers of the banks find usefulness; ease of use and adoption of e-Banking is
more useful than graduate and professional customers.
Educational qualifications with the new generation banks find the adoption of
e-Banking as high, moderate and low for graduate, post graduate and professionally qualified
customers respectively.e-Banking efficiency according to the grouping variables educational
qualification is same
There is 3.60% reliability for the interacting effect of the category of banks with
educational qualification in the adoption of e-Banking , which is same in Kerala. This
implies that the current status of the category of banks with educational qualification in
the adoption of e-Banking in Kerala as same is validated by 3.60
To assess the satisfaction of the customers in using e-Banking services provided by
banks in Kerala, the following conclusions are drawn by the researcher, with reference to
specific services.
The adoption as an independent variable to predict the dependent variable satisfaction
in Kerala is validated by 19.10% and hence the model is fit for prediction.There is low
positive correlation between independent variables and dependent variable.
T test was computed and the results showed that constant, ease of use, cost,
privacy, security and finally loyalty, individually influence to predict the dependent variable
satisfaction, but usefulness and trust cannot be used to predict the dependent variable
Satisfaction.
To measure the e-Banking efficiency offered by banks in Kerala,the following
conclusions are drawn by the researcher, with reference to specific services.
Simplicity of use in e-Banking transactions, efficiency in banking, protection of
banking transactions is moderately supported by the customers of public sector banks and
new generation banks and data is more reliable for the customers of public sector banks.
Implementation in e-Banking transactions is highly supported by the customers of
public sector banks and new generation banks and data is more reliable for the customers of
public sector banks.
Receptiveness in e-Banking transactions is moderately and low supported by the
customers of public sector banks and new generation banks and data is more reliable for
the customers of public sector banks.

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 To estimate the prediction of adoption on the satisfaction of the e-Banking , the
following conclusions are drawn by the researcher, with reference to specific services.
The satisfaction as an independent variable to predict the dependent variable effect in
e-Banking in Kerala is validated by 1.90% and hence the model is fit for prediction.There is
moderate positive correlation between independent variables and dependent variable.
T test was computed and the results showed that constant and satisfaction individually
influences to predict the dependent variable effect in e-Banking .
There is difference between Stumpy rapidity with Incapable to login e-Banking
account, money lost without any awareness and wrong deduction in a single transaction,
which is favour to Stumpy rapidity. Also there is significant difference between transaction
fault with Incapable to login e-Banking account and money lost without any awareness,
which is favour to transaction fault. There is significant difference between too many times
to complete transaction with incapable to login e-Banking account and money lost without
any awareness, which is favour to too much time to complete transaction. There is significant
difference between wrong deduction in a single transaction and money lost without any
awareness with incapable to login e-Banking account, which is in favour to wrong deduction
in a single transaction and money lost without any awareness.
To estimate the prediction of satisfaction on the effect in e-Banking , the following
conclusions are drawn by the researcher, with reference to specific services.
There is no difference between e-Banking and that of traditional banking with
reference to the variable usefulness, which is found moderate.
There is difference between e-Banking and that of traditional banking with reference
to the variable low cost, which is found low and moderate, and cost is comparatively low for
traditional banking.
There is difference between e-Banking and that of traditional banking with reference
to the variable Privacy and security, which is found high and low, and Privacy and security
is comparatively high for e-Banking .
There is difference between e-Banking and that of traditional banking with reference
to the variable Service Efficiency, which is found high and moderate and Service Efficiency
is comparatively high for e-Banking .
The problems of all ATM services can be resolved if the consortium of banks that
provides ATM services should post suiTable person to attend customer issues with respect
to ATM services on real time. This will help to address issues pertaining to educating to

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customers to do various ATM transactions.

5.3.1 Opportunities for Customers and Banks

• Banking customers account is accessible with an online account

• The account can be operated from home, there is no need for going to bank in person
for every single banking activity

• e-Banking has abolished the need to stand in long queues for the purpose of paying
bills

• The concept of e-Banking has enormously helped the banks in putting a tab over their
specific overheads and operating cost

• The enhancement of e-Banking has made banks more and more competitive thereby
opening better prospects and avenues for banking operations

Hence based on the above inferences, the following are the Strength, Weakness,
Opportunities and Threats of e-Banking in Kerala.
The Strength of e-Banking in Kerala based on the study is noted below.
Superior technology allows e-Banking to better meet the needs of their customers in
ways that competitors can’t imitate. "Technology (e - Banking)" has a significant impact, so
an analyst should put more weight into it. "Technology (e - Banking)" will have a long-term
positive impact on the entity, which adds to its value. These statements will have a short-term
positive impact on this entity, which adds to its value. This qualitative factor will lead to a
decrease in costs. This statement will lead to an increase in profits for this entity.
Lower costs lead to higher profits for e-Banking . A low cost leader can undercut rivals
on price. "Cost Advantages (e - Banking)" has a significant impact, so an analyst should
put more weight into it.
Unique products help distinguish e-Banking from competitors. e-Banking can charge
higher prices for their products, because consumers can’t get those products elsewhere.
When given a choice, customers are loyal to e-Banking . Instead of targeting all
customers, e-Banking only needs to target new customers in order to grow their business.
A strong brand name is a major strength of e-Banking . This gives e-Banking the
ability to charge higher prices for their products because consumers place additional value
in the brand.

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 With the development of IT infrastructures, online banks have acquired most of their
competitive advantages. By offering their financial services through web- platforms, without
any geographical constraints, online banks are able to provide faster and more efficient
transactions. Moreover, for the same reason, since clients do not need to meet face - to-
face with the banks’ employees, they are able to cover a wider customer segment. With
respect to traditional banks, the internet allows online banks to reduces their costs and thus
achieve a cost advantage. More specifically, the costs which are reduced are transaction
costs and costs on personnel and its management; that is because online banks rely less on
land resources. As bank size increases and knowledge further develops, online banks are
able to consolidate the complexity of their business which results in more efficiency, faster
operations, additional reduction on costs and achievement of economies of scale.
The Weaknesses of e-Banking in Kerala based on the study is noted below.
High staff turnover can hurt Online baking’s ability to compete, because replacing
valuable staff is expenses. "High Staff Turnover (e-Banking)" has a significant impact, so
an analyst should put more weight into it. "High Staff Turnover (e-Banking)" will have a
long-term negative impact on this entity, which subtracts from the entity’s value. These
statements will have a short-term negative impact on this entity, which subtracts from its
value. This qualitative factor will lead to an increase in costs. "High Staff Turnover
(e-Banking)" is a difficult qualitative factor to overcome, so the investment will have to
spend a lot of time trying to overcome this issue.
Weak R&D can slow e-Banking ’s growth as competitors out-innovate e-Banking.
Weak management increases business risks and reduces profits for e-Banking,
because they are responsible for the health of the business. "Weak Management (e-Banking)"
has a significant impact, so an analyst should put more weight into it.
Weak customer service hurts e-Banking ’s reputation and causes customers to flee to
competitors, who are more respondent.
A weak cost structure means e-Banking ’s costs are high in comparison to their
competitors.
The decision of online banks to carry out most of their business on the web, besides
representing their strength point gives rise to potential weaknesses. In order to run their
business and being efficient , online banks need to consolidate their activities in countries
where there is an optimal level of R&D expenditures as a percentage GDP, IT expenditures
as a percentage of GDP, internet accessibility and people owning a personal computer as a

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percentage of total population. Moreover, the customer segment targeted is very specific.
Most of the customer who avail themselves of online banks’ services is in the most part
people with a high educational level and good understanding of IT technologies. For this
reason, all those customers who do not fall in this category would turn to traditional -
physical banks for their needs. Furthermore, most of the online banks rely heavily on
deposit products to generate their revenues giving less emphasis to other financial offers;
this consequence hinders their product differentiation which is one of the main drivers to
achieve a competitive advantage. Standing on the customers’ perspective, security about
personal data and its integrity represents one of the main issues. Online banks need to invest
considerable amount of money on security software as thefts of account information and
virus attacks towards banks’ databases occur with high frequency.
The Opportunities of e-Banking in Kerala based on the study is noted below.
The online market offers e-Banking the ability to greatly expand their business.
e-Banking can market to a much wider audience for relatively little expense
Greater innovation can help e-Banking to produce unique products and services that
meet customer’s needs
New services help e-Banking to better meet their customer’s needs. These services
can expand e-Banking ’s business and diversify their customer base.
New technology helps e-Banking to better meet their customer’s needs with new and
improved products and services. Technology also builds competitive barriers against rivals.
Emerging markets are fast growing regions of the world that enable e-Banking to
quickly expand.
New products can help e-Banking to expand their business and diversity their
customer base.
International markets offer e-Banking new opportunities to expand the business and
increase sales.
One of the most profiTable opportunities that online banks should take advantage
of is the expansion of financial markets. The direct impact of the internet on financial
markets has been of doubtless importance: it facilitates information and data analysis;
it improves information exchange; it fastens transactions and it enhances communication
between economic agents. By offering a wider array of financial products both to risk
- averse and risk - lowers customers, ranging from bonds, options, mutual funds and
mortgages, online banks would be able to differentiate their services and thus achieving a

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competitive advantage not only over other online banks , both domestic and foreign, but also
over traditional banks and other financial institutions. Another big opportunity is represented
by the extensive net of contacts offered by the internet. As aforementioned, in fact, internet
enhances communication and networking opening the path for new business opportunities
which involve the collaborations between banks and service providers. The collaboration
between banks and other stakeholders sets the basis for the implementation of new business
strategies which eventually lead to value creation for both customers and banks.
The Threats of e-Banking in Kerala based on the study is noted below.
A bad economy can hurt e-Banking ’s business by decreasing the number of potential
customers. "Bad Economy (e - Banking)" has a significant impact, so an analyst should put
more weight into it. "Bad Economy (e - Banking)" will have a long-term negative impact on
this entity, which subtracts from the entity’s value.
Changes to Government rules and regulations can negatively affect e-Banking . "Govt
Regulations (e - Banking)" will have a long-term negative impact on this entity, which
subtracts from the entity’s value. "Govt Regulations (e - Banking)" is an easy qualitative
factor to overcome, so the investment will not have to spend much time trying to overcome
this issue.
Political influence can increase e-Banking ’s risk factors, because governments can
quickly change business rules that negatively affect e-Banking ’s business. These statements
will have a short-term negative impact on this entity, which subtracts from its value.
Volatile revenue makes planning difficult, which could delay key investments in
e-Banking ’s business.
The availability of substitute products hurts e-Banking ’s ability to raise prices,
because customers can easily switch to another product or service.
The main obstacle for online banks is represented by the large number of competitors.
Online banks are threatened by traditional banks which offer differentiated products,
financial institutions which provide specific financial solutions and above all foreign banks.
Because of the development of economic globalization, the banking markets and particularly
the online ones are increasingly becoming more international for what concerns the overall
financial and economic integration. In light of that, foreign banks are able to access the
domestic market and turning it in an aggressive competitive environment by offering more
attractive products and better services; this as a result poses a big threat to domestic banks. In
addition, also the lack of supervision on online activities and the implementation of effective

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legal norms prevent online banks from running a flawless business. The rapid evolution of
the internet, in fact, requires that laws which rule over online transactions are up - to- date,
as in the case of financial losses to the detriment of customers or in the case of other specific
situations there exist no adequate compensatory countermeasures.
Hence to sum up the SWOT matrix of the e-Banking in Kerala can be shown as

5.4 RECOMMENDATIONS

• From the study it was found that there is moderate satisfaction of the customers of the
banks with reference to the statement e-Banking can be used from wherever. Hence
while implementing e-Banking services, banks in Kerala should ensure the proper
accessibility to this services, so that this complaint can be minimized.

• There is a complaint from the corners of the customers that e-Banking services
provided by public sector banks are complex to use. Therefore effective and efficient
steps may be taken to minimize the complexities of the e-Banking services, so that all
categories of the customers can be used very easily.

• Another point noted by the customers of public sector banks is about the complexity
of the web design. This in fact deteriorates their e-Banking efficiency and there are
chances of shifting to another bank. Hence stringent measures may urgently be taken
by the IT officials of public sector banks to improve the content of the web design in a
speedy manner.

• The customers of banks do e-Banking facility based on confidence and belief.

The customers may be different with respect to the level of knowledge to use the

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 computer. Therefore with each steps they follow banking transactions, there should be
possible measure to rectify the error if any, committed by the customers on a default
programme.

• e - Banking facility may be universally accepted. Therefore in the academic

curriculum it must be a part, so that the future generation can come up with ease
to check the services more vigorously and properly.

• Also one of the noTable complaints raised by the customers is that e-Banking services
takes time, especially opined by the customers of the public sector banks. Hence
unnecessary steps without affecting the quality of the transactions may be avoided to
make the operations simpler and faster.

• There is hidden cost for e-Banking. Hence at least in the initial and supporting stage,
this may be reduced to maintain the confidence of the entire customers as possible.

• There is low level of supplementary benefits for e-Banking users both in public sector
and new generation banks. Hence to make e-Banking universal, serious steps may
be introduced to offer supplementary benefits to e-Banking users to attract more
customers.

• Now a day’s cost of internet connection is higher. Therefore ensure the Wi-Fi
connection to the sincere customers who regularly use e-Banking at least in the banks
premises and later this facility may be extended to their houses on the fair contract
with the banks and the service providers of internet.

• The prominent complaint against the e-Banking is about the anxiety of safety for
transactions and promise confidentiality. Therefore educating the customers properly
with plus and minus points of e-Banking is the only alternatives in this regard under
the due initiatives of the banks on time basis.

• Despite the security measures e-Banking fails to uphold secrecy. Hence stringent
measures may urgently be taken by the banks against the hawkers and other intruders
for the possible losses and risks.

• Customers still hesitate to transfer Personal information through e-Banking on account

of its limitation to uphold secrecy. Therefore instilling confidence on the customers is
of absolute importance.

• Lack of knowledge to use the intricacies in e-Banking services is the major threat of
many customers.

• Usefulness of e-Banking adoption may further be streamlined to attract more and more
customers.

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 • Adoption of e-Banking , by all categories of customers may further be improved so
that the effort becomes more successful.

• Confidentiality and safety of e-Banking transactions is highly supported by the

customers of public sector banks and new generation banks which is said to be a
heartening inclination to the development of the e-Banking .

• Effortlessness of use in e-Banking transactions is one of the dreams of all categories

of customers. Hence officials must address this problem quickly.

• Since the competition is very severe in banking sector, e-Banking efficiency may be
improved, so that the unnecessary in limbo to complete the banking transactions may
further be reduced and the processing time may be reduced.

Kerala has a great prospect to leverage the potential of e-Banking and build a cash-light
economy. In addition to IT edge and relatively dense population, it is clearly determined to
achieve financial inclusion and is taking aggressive steps to see this happen.
Rendering financial services to the un-served or poor through a market-led approach is
important for the sustainability of financial inclusion. However the lack of feasible business
models has impeded market-led approaches being followed at scale. While this is evident
across many states in Kerala, which has seen many pilot projects that are still not sustainable
There are many reforms and enrollment drives which have been undertaken by the
Reserve Bank of Kerala (RBI) and the Kerala Government over the last five years to give
drift to the financial inclusion agenda. This has had its own positive and negative effects on
the branchless banking initiatives. While the intervention of Government has ensured some
hope for the players involved like bank agents, it has also, diverted the focus from savings
and credit services for the poor to remittances and Government social security payments.
It can be safely said that the RBI and Government policy initiatives and reforms have
considerably helped the development of e-Banking systems. They have adopted technology
prototypes (like smart cards and mobile based options). These infrastructure advancements
have given vent to a more market driven environment, which in fact, is the future face of the
economy.
Although, there has been an upsurge in the consumer demand for electronic remittance
and Electronic Benefit Transfers (EBT), the absence of compelling value -proposition
in basic no-frills saving accounts is keeping the customers, the Business Correspondent
Network Managers and the Kerala’s banking system from realizing the full potential of the
branchless banking model.

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 The declining internet and mobile charges, falling prices of PCs and mobile phones,
broadband with access through cable and digital subscriber lines etc. would definitely
encourage the boom in e-Banking in Kerala. On the basis of the analysis, it can be concluded
that the emerging payment system in Kerala for large value transactions is RTGS, ECS for
bulk payments and NEFT for one to one fund transfer. Among the card based payment
systems debit card is more popular than credit cards. The number of ATMs in Kerala,
particularly in rural areas, is on the rise and customers irrespective of their profile started
accepting ATM as a channel for banking transactions, both internet and mobile banking is
gaining popularity but considering the rapid penetration of mobile phones in Kerala, the
potential for delivering banking services through mobile phones is immense compared to
internet as a delivery channel.
Information technology has played a vital role in the advancement of banking system.
The reach of Kerala’s banking to every individual is possible because of the computerization
process adopted by banking sector. Information technology has not only simplified the
operation but it has also given a great comfort an individual who does not have a good
knowledge of IT but need to access banking in an optimum manner. Information technology
has created remarkable job opportunities and has made the organizations efficient and
productive.
The following are the prospects derived from the e-Banking services of banks in
Kerala.

• With reference to the variable adoption of e-Banking usefulness , the sub variables
namely utility of e-Banking at any time, ability to augment efficiency, improved
authority over banking transactions are high and hence considered as the prospects.

• Similarly e-Banking facilitate self-learning and e-Banking formulate customers more

brilliant are the sub variables considered as the prospects of e-Banking under the
variable adoption of e-Banking Ease of Use.

• Self-assurance in the bank’s service and the dependable web sites are the two noTable
prospects found out from the study under the variable adoption of e-Banking Privacy
and Security.

• Optimistic attitude of the customers and improvement in banking efficiency are the
two sub variables in Adoption of e-Banking Loyalty, which are found as the essence
of e-Banking .

• Hence to conclude the variables namely Privacy and Security, Trust and Loyalty are

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 increased benefits that can be extracted from the e-Banking services of banks in
Kerala.

• Confidentiality, safety of e-Banking transactions, attractive website design, ease of

use, educating the customers, swiftness to complete the transaction and diversity of
services are the real fruits from e-Banking , which are the crux realised from the
Satisfaction level of the customers.

Thus the above mentioned suggestions must be executed imperative in nature. Unless
grave steps are taken to put into practice these recommendations in a phased manner without
postponement, it would be thorny to recover the competence and efficiency of e-Banking
in Kerala. The present money order economy coupled with the prospects in information
technology industry in Kerala could turn out to be a grant expansion at any time without
further notice. So, unless rigorous action is taken to get rid of the present obscurity in the
e-Banking in Kerala and instigate it towards its future, Kerala will observe an economic
catastrophe in the near future, the consequence of which will be overwhelming to the entire
banking sector in Kerala.

5.5 SCOPE FOR FURTHER RESEARCH

• A comparative study of the e-Banking practices in Kerala and Tamil Nadu could be
undertaken.

• An experimental study could be conducted on the effectiveness of e-Banking practices.

• A comparative study of the e-Banking practices in the different regions of Kerala can
be attempted.

• The effect of banker and customer relationship on the efficiency aspect in e-Banking
is another area which can be studied in detail.

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