E Banking

CHAPTER 4
ANALYSIS OF DATA & INTERPRETATION

ANALYSIS AND INTERPRETATION OF DATA
Statistical data required for the study was collected during October and November 2015.This
is a descriptive and analytical study based on primary data collected from various customer
groups. The primary data required for the study was collected by meeting customers. The
primary data was collected by direct communication with 100 customers through pretested
structured questionnaire. The secondary data was collected from the information published
from journals, books and research articles.
The Questionnaire is divided into two parts. Part I deals with the general information about the
respondents. Part II reflects customer’s impact of e-banking services.
The process of evaluating data using analytical and logical reasoning to examine each
component of the data provided is called data analysis. This form of analysis is just one of the
many steps that must be completed when conducting a research experiment. Data from various
sources is gathered, reviewed, and then analysed to form some sort of finding or conclusion.
There are a variety of specific data analysis method, some of which include data mining, text
analytics, business intelligence and data visualisations.
Data interpretation refers to the process of critiquing and determining the significance of
important information such as survey results, experimental findings, observations or narrative
reports. Interpreting data is an important critical thinking skill that helps you comprehend text
books, graphs and tables. Researchers use a similar but more meticulous process to gather,
analyse and interpret data. Experimental scientists base their interpretations largely on
objective data and statistical calculations. Social scientists interpret the results of written
reports that are rich in descriptive detail but may be devoid of mathematical calculations.
The statistical tools that were applied are:
➢ Percentage analysis.
➢ Cross Tabulation analysis.
➢ Garrett Ranking.
➢ Chi-square analysis.
➢ One way ANOVA.

PERCENTAGE ANALYSIS:
Percentage analysis refers to a specified kind which is used in making comparison

between two or more series of data. Percentage is based on descriptive relationship. It compares
the relative items. Since the percentage reduces everything to a common base and thereby allow
meaning comparison. It is used to find out percentage of respondents from the total number of
respondents.
𝐍𝐔𝐌𝐁𝐄𝐑 𝐎𝐅 𝐑𝐄𝐒𝐏𝐎𝐍𝐃𝐄𝐍𝐓𝐒
PERCENTAGE = × 100
𝐓𝐎𝐓𝐀𝐋 𝐍𝐔𝐌𝐁𝐄𝐑 𝐎𝐅 𝐒𝐀𝐌𝐏𝐋𝐄𝐒
GENDER
Male person use maximum e-banking services. Table 4.1 gives information as regards gender
classification of respondents
Table 4.1
Gender of Respondents
Gender Frequency Percentage
Male 77 77
Female 23 23
Total 100 100
Source: Survey data- QuestionnaiRe
Diagram 4.1(a)
Gender classification of Respondents
GENDER
23%
Male
Female
77
Source: Survey data- Questionnaire
Interpretation:
Table 4.1 and diagram 4.1(a) shows that 77% of the respondents were male and 23% of the
respondents were female.
AGE
Respondents in the age group of 20-30 years use more e-banking services. Table 4.2 gives
information as regards age of respondents.
Table 4.2
Age of Respondents
Age group Frequency Percentage
20-30 years 36 36
30-40 years 30 30
40-50 years 14 14
50 years and above 20 20
Total 100 100
Diagram 4.2(a)
Age of Respondents
AGE CLASSIFICATION
40 36
35 30
30
25 20
20 14
15
10
5
0
20-30 years 30-40 years 40-50 years 50 years and
above
Interpretation:
Table 4.2 and diagram 4.2(a) showed that 36% were in the age group of 20-30 years, 30% were
in 30-40 years, 14% were in 40-50 years and 20% were above 50 years.
EDUCATIONAL QUALIFICATION
Table 4.3 gives information as regards educational qualification of respondents.
Table 4.3
Educational qualification of Respondents
Educational qualification Frequency Percentage
Degree 61 61
Post graduate 16 16
Professional 5 5
Others 18 18
Total 100 100
Diagram 4.3(a)
Educational Qualification of Respondents
EDUCATION QUALIFICATION
18
5
Degree
Post graduate
16 61
Professional
Others
Interpretation:
Table 4.3 and diagram 4.3(a) showed that 61% were Degree holders, 16% were Post Graduates
and 5% were Professionals.
OCCUPATION
Salaried respondents use e-banking services at maximum. Table 4.4 gives information as
regards Occupation of respondents.
Table 4.4
Occupation of Respondents
Occupation Frequency Percentage
Home maker 4 4
Salaried 72 72
Self employed 16 16
Others 8 8
Total 100 100
Diagram 4.4(a)
Occupation of Respondents
OCCUPATION
Others 8
Self employed 16
Salaried 72
Home maker 4
0 10 20 30 40 50 60 70 80
No of Respondents
Interpretation:
Table 4.4 and diagram 4.4(a) showed that 72% of the respondents were salaried and
16% of the respondents were self employed and 4% were Home Maker.
MONTHLY INCOME
Major respondents fall under the monthly income of above Rs 60,000. Table 4.5 gives
information as regarding monthly income of respondents.
Table 4.5
Monthly income of Respondents
Monthly income Frequency Percentage
Below 20000 7 7
20000-40000 11 11
40000-60000 28 28
60000 and above 54 54
Total 100 100
Diagram 4.5(a)
Monthly Income of Respondents

MONTHLY INCOME
7
11
Below Rs 20,000
Rs20,000-Rs40,000
54
Rs40,000-Rs60,000
28 Rs60,000 and above
Interpretation:
Table 4.5 and diagram 4.5(a) showed that 58% of the respondents had monthly income above
Rs 60,000 while 28% had monthly income of Rs 40,000- Rs 60000, 11% had Rs 20,000- Rs
40,000 and 7% had monthly income below Rs 20,000.
NAME OF THE BANK
Most of the respondents use State Bank of India. Table 4.6 gives information as regards bank
used by the respondents
Table 4.6
Bank used by the Respondents
Name of the Bank Frequency Percentage

SBI 33 33
HDFC 10 10
ICICI 26 26
INDIAN BANK 15 15
OTHERS 16 16
Total 100 100
Diagram 4.6(a)
Bank used by the Respondents
BANK
16
33
SBI
HDFC
15
ICICI
INDIAN BANK
OTHERS
10
26

Interpretation:
Table 4.6 and diagram 4.6(a) showed that 33% of the respondents use SBI, 10% of the
respondents use HDFC, 26% use ICICI and 15% use Indian Bank.
NO OF YEARS OF USING THE BANK
Table 4.6 gives information as regards no of years of using the bank by the respondents
Table 4.7
No of Years Frequency Percentage
0-5 years 39 39
5-10 years 30 30
10-15 years 8 8
15 years and above 23 23
Total 100 100
Diagram 4.7(a)
No of years used by the respondents

NO OF YEARS USING BANK
39
40
35 30
30 23
25
20
15 8
10
5
0
0-5 years 5-10 years 10-15 years 15 years and
above
Interpretation:
Table 4.7 and diagram 4.7(a) showed that 39% of the respondents using the bank for 0-5 years,
30% were using for 5-10 years, 8% were using 10-15 years and 23% were using above 15
years.
BENEFITS ACCURE WHILE USING E-BANKING SERVICE
Table 4.8 gives information as regards benefits accrue while using e-banking services by the
respondents.
Table 4.8
Benefits Frequency Percentage
Easy Fund transfer 36 36
Time Saving 42 42
Inexpensive 6 6
Easy processing 12 12
Others 4 4
Total 100 100
Diagram 4.8(a)
Benefits accrued by the respondents
Benefits Accrued
45
40
35
30
25
20
15
10
5
0
Easy Fund Time Saving Inexpensive Easy Others
transfer processing
Interpretation:
Table 4.8 and diagram 4.8(a) showed that 42% of the respondents says that time saving is the
benefit accrued by them, 36% of the respondents says that easy fund transfer is the benefit
accrued by them
PROBLEMS FACED DURING E-BANKING SERVICES
Table 4.9 gives information as regards problems faced while using e-banking services by the
respondents.
Table 4.9
Problems Frequency Percentage
More time taking for fund transfer 17 17
Slow speed in working 25 25
Critical Process 5 5
Not easy for illiterate person 38 38
Others 15 15
Total 100 100
Source: Survey data- Questionnai
Diagram 4.9(a)
Problems faced by the respondents

Problems
40
35
30
25
20
15
10
5
0
More time Slow speed Critical Not easy for Others
taking for in working Process illiterate
fund person
transfer
Interpretation:
Table 4.9 and diagram 4.9(a) showed that 38% of the respondents says that e-banking is not
easy for uneducated people; 25% of the respondents says that there is slow speed in working.
CROSS TABULATION ANALYSIS
In statistics, a contingency table (also known as a cross tabulation or crosstab) is a type of table
in a matrix format that displays the (multivariate) frequency distribution of the variables. They
are heavily used in survey research, business intelligence, engineering and scientific research.
They provide a basic picture of the interrelation between two variables and can help find
interactions between them.
Cross-tabulation is one of the most useful analytical tools and is a main-stay of the market
research industry. One estimate is that single variable frequency analysis and cross-tabulation
analysis account for more than 90% of all research analyses.
Cross-tabulation analysis, also known as contingency table analysis, is most often used to
analyze categorical (nominal measurement scale) data. A cross-tabulation is a two (or more)
dimensional table that records the number (frequency) of respondents that have the specific
characteristics described in the cells of the table. Cross-tabulation tables provide a wealth of
information about the relationship between the variables.
Cross-tabulation analysis has its own unique language, using terms such as “banners”, “stubs”,
“Chi-Square Statistic” and “Expected Values.”
When conducting survey analysis, cross tabulations (also referred to as cross-tabs) are a
quantitative research method appropriate for analyzing the relationship between two or more
variables. Cross tabulations provide a way of analyzing and comparing the results for one or
more variables with the results of another (or others). The axes of the table may be specified
as being just one variable or formed from a number of variables. The resulting table will have
as many rows and columns as there are codes in the corresponding axis specificatio
CROSS TABULATION BETWEEN BANK AND PURPOSE OF USING E-BANKING

SERVICES
Table 4.10(Cross tabs between banks & purpose of using e-banking)
Particulars SBI HDFC ICICI IB Others Total
Safe & Secure 5 0 1 2 0 8
Reliability/ Convenience 2 0 2 3 1 8
Easy to Operate 8 4 6 2 4 24
No need to wait in queue 8 3 8 3 4 26
Very fast/ Time saving 9 3 8 4 6 30
Low service charges 1 0 1 1 1 4
Total 33 10 26 15 16 100
Interpretation:
1) Out of 33 respondents using SBI bank; 16 respondent says that it is easy to operate and
no need to wait in queue, 9 respondents says that it is very fast and time saving, 5
respondents says that it is save & secure.
2) Out of 10 respondents using HDFC bank; 4 respondents says that it easy to operate, 6
respondents says that they don’t want to wait in queue and it is very fast & time saving.
3) Out of 26 respondents using ICICI bank; 16 respondents says that it is very fast & time
saving and no need to wait in queue, 6 respondents says that it is easy to operate.
4) Out of 15 respondents using Indian bank; 4 respondents says that it very fast & time
saving, 6 respondents says that it reliability / convenience and no need to wait in queue.
5) Out of 16 respondents using other banks (KVB, CUB,PNB etc); 6 respondents says that
it is very fast & time saving and 8 respondents says that it is easy to operate and no
need to wait in queue.
GARRETT RANKING
HENRY GARRETT RANKING METHOD
Garrett’s ranking technique was used to find out the most significant factor which influences
the respondent. The respondents were asked to assign the rank for all factors and the outcome
of such ranking had been converted into score value with the help of the following formula
𝟏𝟎𝟎(𝑹𝒊𝒋 −𝟎.𝟓)
PERCENTPOSITION= 𝑵𝒋
Where;
Rij = Rank given for the ith variable by jth respondents
Nj = Number of variable ranked by jth respondents
With the help of Garrett’s Table, the percent position estimated was converted into scores.
Then for each factor, the scores of each individual were added and then total value of scores
and mean values of score was calculated. The factors that had the highest mean value was
considered to be the most important factor.
MAIN USE OF E-BANKING SERVICE AMONG CUSTOMERS
Table 4.11 (GARRETT VALUE)
RANK 100(Rij-0.5)/Nj Percent position Garrett value
1 100(1-0.5)/5 10 76
2 100(2-0.5)/5 30 61
3 100(3-0.5)/5 50 50
4 100(4-0.5)/5 70 40
5 100(5-0.5)/5 90 25
Table 4.11(a) (Ranking of Factors)
WEIGHTED
FACTORS RANK
MEAN
Fund Transfer 58.48 2
Online Payment 59.23 1
Online Purchase 48.91 3
Ticket Booking 45.91 4
A/c checking & enquiry 39.74 5
Inference:
According to Garrett ranking method, RANK 1 showed that the respondents mostly use the e-
banking services for the online payment. RANK 2 shows that the respondents use it for fund
transfer. Rank 3 shows the respondents use it for online purchase. RANK 4 and RANK 5 shows
that the respondents use it for ticket booking and account checking and enquiry.
CHI-SQUARE ANALYSIS
CHI-SQUARE TEST
A chi-square test is a statistical test commonly used for testing independence and goodness of
fit. Testing independence determines whether two or more observations across two populations
are dependent on each other (that is, whether one variable helps to estimate other). Testing for
goodness of fit determines if an observed frequency distribution matches a theoretical
frequency distribution. In both cases the equation to calculate the chi-square
Where O equals the observed frequency and E the expected frequency. The results of chi-
square test, along with the degree of freedom, are used with a previously calculated table of
chi-square distribution to find a ᾳ value. The ᾳ-value can be used to determine the significance
of the test.
Conditions characterizing the X2 test:
The chi-square test can be validly applied if the following conditions are satisfied:
➢ The observations recorded are collected on a random basis.
➢ The sample observations should be independent, i.e., no individual item should be
included twice or more in the samples.
➢ The total number of observations should be reasonably large, say N > 50.
➢ The data should be expressed in original units for convenience of comparison and the
given distribution should never replace by relative frequencies or proportions.
➢ Small theoretical frequencies should be avoided while calculating X 2. Small is a
relative term. Preferably, each theoretical frequency should be larger than 10, but in
any case not less than 5. Since, chi-square distribution is a continuous distribution; it
cannot maintain its characteristics of continuity, if cell frequency is below less than 5.
In that case, we adopt pooling techniques, which consists of adding the frequencies
which are less.
CHI-SQUARE TEST BETWEEN OCCUPATION OF THE RESPONDENTS &

VARIOUS BANKING SERVICES
Null Hypothesis (H0): There is no significant relationship between the occupation of the
respondent and various banking services.
Alternate Hypothesis (H1): There is significant relationship between the occupation of the
respondent and various banking services.
Table 4.12(Chi-square test between occupation of the respondents & various banking
services)
S.no Banking services Chi- DF P Value Result
square
value
1 Branch Visit 25.38 9 0.003 Rejected
2 ATM 5.088 9 0.827 Accepted
3 E-Banking 4.110 6 0.028 Rejected
4 Mobile Banking 17.353 9 0.043 Rejected
5 Telephone Banking 5.667 3 0.129 Accepted
Inference:
1) Since the asymptotic significant value is (0.003) is less than the table value (0.05), we
reject null hypothesis. Therefore there is a significant relationship between occupation
respondent and branch visit.
2) Since the asymptotic significant value is (0.827) is more than the table value (0.05), we
accept null hypothesis. Therefore there is no significant relationship between
occupation respondent and using ATM.
respondent and using e-banking services.
respondent and using mobile banking.
accept null hypothesis. Therefore there is no significant relationship between
occupation respondent and telephone banking.
CHI-SQUARE TEST BETWEEN VARIOUS BANKS & EFFICIENICY LEVEL OF

THE BANK
Null Hypothesis (H0): There is no significant relationship between the various banks and
their efficiency level.
Alternate Hypothesis (H1): There is significant relationship between the various banks and
their efficiency level.
Table 4.13(Chi-square test between various banks & their efficiency level)
S.no Banking services Chi-square DF P Value Result
value
1 Speed of login to your account 11.276 8 0.187 Accepted
2 Availability of important information on 7.330 12 0.835 Accepted
bank website
3 User friendly website 5.303 8 0.725 Accepted
4 Instructions and guidelines provided in 16.024 12 0.190 Accepted
website
5 Server efficiency during transactions 14.254 12 0.285 Accepted
6 Easy completion of online transactions 9.878 8 0.274 Accepted
7 Up to date content 12.115 12 0.437 Accepted
8 Convenient hours of operation (24*7) 16.304 12 0.178 Accepted
9 Rate the above criteria 10.071 12 0.610 Accepted
Inference:
accept null hypothesis. Therefore there is no significant relationship between the
various banks and their speed to login into account.
various banks and information provided on bank website.
various banks and user friendly website.
various banks and instructions and guidelines provided in websites.
5) Since the asymptotic significant value is (0.285) is more than the table value (0.05),
we accept null hypothesis. Therefore there is no significant relationship between the
various banks and server efficiency during transactions.
various banks and easy completion of online transaction.
various banks and up to date content provided.
various banks and convenient hours of operation.
various banks and overall efficiency level
CHI-SQUARE TEST BETWEEN VARIOUS BANKS & SATISFACTORY LEVEL E-

BANKING SERVICES
Null Hypothesis (H0): There is no significant relationship between the various banks and
satisfactory level of e-banking services.
Alternate Hypothesis (H1): There is significant relationship between the various banks and
satisfactory level of e-banking services.
Table 4.14(Chi-square test between various banks & their efficiency level)
S.no E-Banking services Chi-square DF P Value Result
value
1 Easy access to account 10.902 8 0.207 Accepted
2 New account opening 19.507 16 0.243 Accepted
3 Cost incurred during transaction 16.737 16 0.403 Accepted
4 NEFT 12.935 12 0.374 Accepted
5 Information provided about account 12.614 12 0.398 Accepted
security
6 Specification of types of transaction/ 11.511 12 0.486 Accepted
facilities offered
7 Availability of enquiry & their response 28.091 16 0.031 Rejected
8 Overall e-banking services provided 10.019 12 0.614 Accepted
Inference:
various banks and easy access to account.
various banks and new account opening.
various banks and cost incurred during transaction.
various banks and NEFT
various banks and information provided about account security.
various banks and specification of types of transaction / facilities offered.
reject null hypothesis. Therefore there is a significant relationship between the various
banks and availability of enquiry and their response.
ONE WAY ANOVA:
The one-way analysis of variance (ANOVA) is used to determine whether there are any
statistically significant differences between the means of two or more independent (unrelated)
groups (although you tend to only see it used when there are a minimum of three, rather than
two groups).
The one-way ANOVA compares the means between the groups you are interested in and
determines whether any of those means are statistically significantly different from each other.
Specifically, it tests the null hypothesis:
Where µ = group mean and k = number of groups. If, however, the one-way ANOVA returns
a statistically significant result, we accept the alternative hypothesis (H A), which is that there
are at least two group means that are statistically significantly different from each other.
ONE WAY ANOVA BETWEEN BANKS AND INTERNET BANKING PROBLEMS
Null Hypothesis (H0): There is no significant difference between the various banks and
internet banking problems.
Alternate Hypothesis (H1): There is significant difference between the various banks and
internet banking problems.
Table 4.15 (ANOVA TABLE)
Sum of Mean A/R

Squares df Square F Sig.
No Information Between Groups 1.243 4 .311 1.037 .392
Within Groups 28.467 95 .300 A
Total 29.710 99
No Security Between Groups 3.056 4 .764 1.773 .141
Total 44.000 99
No Response Between Groups .620 4 .155 .363 .834
Total 41.160 99
Unfinished Between Groups
.696 4 .174 .413 .799
Operation
Total 40.760 99
Tampered Between Groups .532 4 .133 .372 .828
Total 34.510 99
Long Time Between Groups 1.062 4 .266 .552 .698
Total 46.760 99
Too Many Between Groups
.496 4 .124 .234 .918
Steps
Total 50.760 99
Inference:
1) Since the significant value (0.392) is more than the table value (0.05), we accept null
hypothesis. Therefore there is no significant difference between the various banks and
not providing the required information.
not being able to maintain security.
not giving fast response.
leaving the operation unfinished.
internet banking can be tampered by others.
waiting for long time during transactions.
too many steps in processing transaction.
CHAPTER V
FINDINGS, SUGGESTIONS & CONCLUSION

SUMMARY OF FINDINGS AND SUGGESTIONS
In first chapter objectives of the study, methodology, sample design, and limitations of the
study were discussed.
In second chapter “Review of Literature” was discussed.
In the third chapter “The theoretical background of E-Banking” was discussed
In the fourth chapter impact of e-banking services among the customers were analysed. Gender,
age, educational qualification, income level, occupation and name of the bank used by the
respondents were taken into account for this study. The primary data required for the study was
collected by meeting respondents using e-banking services in Chennai. The main reason for
choosing Chennai is due to its Demographic nature. The primary data was collected by direct
communication with 100 respondents through pretested structured questionnaire.
The secondary data was collected from the information published from journals, books,
research articles. The collected primary data had been statistically processed, classified and
tabulated by using appropriate methods. Tables, figures and statistical results have been derived
with the help of computer software package called SPSS (Statistical Packages for Social
sciences).
Percentage analysis, Cross tabulation, Henry-Garrett ranking method, Chi-square test and
Analysis of variance were used to analyse the data by using SPSS Package.
INTRODUCTION:
This chapter gives the findings, suggestions and conclusion of the study of impact of e-
banking services among the customers. Findings are classified as general findings and specific
findings. General findings are given with the help of percentage analysis and specific findings
are given after analyzing by statistical tools. Suggestions were given based on study.
GENERAL FINDING:
General findings are based on percentage analysis. By applying percentage analysis, following
findings have been obtained.
77% of the respondents are male.

36% of the respondents belong to the age group of 20-30 years.
61% of the respondents are degree holders.
72% of the respondents are salaried.
58% of the respondents has the level of income above Rs 60,000
33% of the respondents use state bank of India.
39% of the respondents have been using the banking service for 0-5 yrs
52% of the respondents feel safe in disclosing their details on internet.
91% of the respondents say that their bank is customer friendly.
42% of the respondents say that time saving is the main benefit accrued by them while
using e-banking services.
38% of the respondents say that e-banking is not easy for illiterate persons
38% of the respondents choose their bank for its good service.
68% of the respondents feels “safe & secure” while using e-banking service.
SPECIFIC FINDING:
Specific findings are based on Cross tabulation, Garrett ranking, Chi-square and One way
ANOVA.
By applying Cross Tabulation, the following inference is drawn.
So out of 100 respondents; 30 respondents use e-banking services as it is very fast and
time saving, 26 respondents use it as they no need to wait in queue, 24 respondents use
it as it is easy to operate, 20 respondents use it as it safe & secure, reliability and low
service charge.
By applying Henry Garrett ranking analysis, the following inference is drawn
Applying Garrett ranking method, RANK 1 showed that the respondents mostly use the
e-banking services for the online payment. RANK 2 shows that the respondents use it
for fund transfer. Rank 3 shows the respondents use it for online purchase. RANK 4
and RANK 5 shows that the respondents use it for ticket booking and account checking
and enquiry.
By applying Chi-Square test, the following inferences are drawn
There is a significant relationship between occupation respondent and branch visit.

There is no significant relationship between occupation respondent and using ATM.
There is a significant relationship between occupation respondent and using e-banking
services.
There is a significant relationship between occupation respondent and using mobile
banking.
There is no significant relationship between occupation respondent and telephone
banking.
There is no significant relationship between the banks and their efficiency level.
There is no significant relationship between the various banks and satisfactory level of
e-banking services.
There is a significant relationship between the various banks and availability of enquiry
and their response.
By applying One Way ANOVA, the following inference is drawn
There is no significant difference between the various banks and internet banking
problems.
SUGGESTIONS:
➢ Banks can offer e-banking services in regional languages so that it is easy to use for all
the people.
➢ Educate the customer about the usage of e-banking channels and also about their
advantages. This would prompt the customers to cove from traditional brick to modern
e-banking channel.
➢ Bank should develop new strategies and polices to make the customer more
comfortable with the e-channels.
➢ Banks should be transparent about the charges and interest rates of the e-channels.
➢ Almost all the customers were satisfied with the services provided by the bank like e-
banking .Therefore, the bank should encourage more customers to adopt e-banking.
➢ Ensure the security and confidentiality of customer information.
➢ Banks must try to provide their e-banking services in rural areas in wide manner.
CONCLUSION
CONCLUSION:
E-banking has become a necessary survival weapon and is fundamentally changing the banking
industry worldwide. With the time, the concept of internet banking has got attention in the
Indian context. Most of the banks have already implemented the e-banking facilities, as these
facilities are beneficial to both i.e. banks as well as consumers. 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.
As the Indian banking is in transition phase from direct banking to the virtual banking two
things stand out –
Using Less Paper
Doing Transaction Wirelessly
By designing and offering simple, safe and secure technology, banks reach at the doorsteps of
the customers with an objective of “delight customer satisfaction”.
Studying the project we came to know that Internet banking is clearly the way forward for the
Banks of India. It provides comfort to customers at the same time it provides cost cutting by
eliminating physical documentation to the banks. Internet banking saves time of bank as well
as those of customers. This study states that internet banking provides greater reach to
customers. Feedback can be obtained easily as internet is virtual in nature. Customer loyalty
can be gain. Personal attention can be given by bank to customer also quality service can be
served. It can be easily conclude that technological development in banking industry positively
improves their services, competitiveness, branding and also loyalty. Considering the challenges
and risk related to e-banking, the Government of India along with various government agencies
is making an effort to make e-banking more safe, secure and reliable.
From this survey, it is concluded that all the e-banking services such as ATM, internet banking,
mobile banking, play an important role in building satisfaction amongst the customers and
increasing their preferences towards the emerging e-channel banking services.
BIBLIOGRAPHY
BIBLIOGRAPHY:
Books:
E-Banking in India: Challenges and Opportunities by R.K.Uppal
E-Banking by Jain Sugan C
Research Methodology by C.R Kothari
Statistical Tools, S.P Gupta
Journals:
IUP Journal of Management Research
International Journal of Management Research and Business Strategy [IJMRS]
International Journal of Research in Business Management (IJRBM)
International Journal of Multidisciplinary Research
International Journal of Management and Commerce Innovations
Sai Om Journal of Commerce & Management
International monthly referred Journal of research in management and technology.
Journal of Internet Banking and Commerce
Indian Journal of Marketing
Websites:
http://Scribd .com
www.google.com
http://en.wikipedia.org/wiki/Online_banking
www.slideshare.com
www.ijrcm.com
http://thefinancialbrand.com/25380/yodlee-history-of-internet-banking
http://www.managementparadise.com/Ramyasaravanan/documents/691/the-growth-
of-e-bankingsystem-in-india/
http://www.ibef.org/blogs/online-banking/
http://blog.grabon.in/e-banking-impact/
ANNEXURE
QUESTIONNAIRE
A STUDY ON IMPACT OF E-BANKING SERVICES AMONG THE
CUSTOMERS IN CHENNAI
I) PART 1 QUESTIONS:
1) Name (Optional) ____________________
2) Gender
a) Male b) Female
3) Age
a) 20-30yrs b) 30-40yrs c) 40-50yrs d) above 50yrs
4) Education Qualification:
a) Degree b) Post Graduate c) Profession d) Others
5) Occupation:
a) Home Maker b) Salaried c) Self-employed d) Others
6) Monthly Income:
a) Below 20,000 b) 20,000-40,000 c) 40,000-60000 d) Above 60,000
7) Name of the bank where you are having account:

a) SBI b) HDFC c) ICICI d) Indian Bank e) Others (specify)
8) How long have you been using the bank?

a) 0-5yrs b) 5-10yrs c) 10-15yrs d) above 15yrs
II) PART 2 QUESTIONS:

1) Do you use e-banking services? YES / NO
2) Have you ever visited your bank branch since you started using online banking? Yes/no
3) How often do you use e-banking services per week?
a) NIL b) 0-2 times c) 2-4 times d) more than 4 times
4) Purpose of using e-banking services (rank in order: 1-6)
Safe & Secure
Reliability/ Convenience
Easy to operate
No need to wait in Queue
Very fast/ Time saving

Low service charges
5) Use of e banking services (rank in order 1-5)
Fund Transfer
Online Payment
Online purchase
Ticket Booking
A/c Checking and enquiry
6) Do you feel safe in disclosing your details on internet? Yes/no
7) How frequently do you use the following banking services? In a month (Tick)
NIL 0-2times 2-4 times More than 4

times
Branch visit
ATM
Internet/ e- Banking
Mobile Banking
Telephone Banking
8) Does the internet banking services provided by your bank is customer friendly? Yes/no
9) Which of the following benefits accrue to you while using e-banking services?
a) Easy fund transfer b) Time Saving c) Inexpensive d) Easy Processing
e) Other benefits (specify) _____________
10) Which type of problem are you facing while using e-banking services?
a) More time taking in fund transfer b) Slow speed in working c) Critical Process d)
Not easy for non-educated person e) Others (specify) _____________
11) Please rate the strength of internet banking security
a) Highly satisfied B) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied
12) Whether your bank provides SMS alert promptly during your online transaction?
YES/NO
13) What is the reason for selecting this particular bank?

a) Brand Value b) Good Service c) Referred by others d) Other (specify)__________
14) Efficiency Level: Mention whether it is (Excellent, Good, Average, Poor)
Speed of login to your account
Availability of important information on bank website
User friendly website
Instructions and guidelines provided in website
Server efficiency during transactions
Easy completion of Online transactions
Up to date content
Convenient hours of operations (24*7)
Rate the above criteria to measure efficiency of bank
15) Service charges collected by your bank for online transaction.
a) Very high b) High c) Moderate d) Less e) Very less
16) Internet Banking Problems: Mention whether it is (Often, Rarely, Never)
Not providing the required information
Not being able to maintain security
Not giving fast response
Leaving the operation unfinished
Internet banking can be tampered with by others

Waiting for long time for conducting of
transactions
Too many steps in processing transaction
17) Banking through internet is “Safe & Secure”. Present your view
a) Highly satisfied B) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied
18) Any drawbacks in e-banking services provided by your bank? YES / NO

If yes ____________
19) Satisfactory level towards the following E-Banking services provided by your bank:
Mention the level (Highly Satisfied, Satisfied, Neutral, Dissatisfied, Highly Dissatisfied)
Easy access to account
New account opening
Cost incurred during transactions
NEFT
Information provided about account security
Specification of types of transactions/facilities offered
Availability of Enquiry & their response
Overall E-banking services provided
20) Suggestions:

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CHAPTER 4

ANALYSIS OF DATA & INTERPRETATION

The statistical tools that were applied are:

➢ Cross Tabulation analysis.

➢ One way ANOVA.

Percentage analysis refers to a specified kind which is used in making comparison

Gender Frequency Percentage

Total 100 100

Source: Survey data- QuestionnaiRe

Gender classification of Respondents

Source: Survey data- Questionnaire

Age group Frequency Percentage

50 years and above 20 20

Total 100 100

Source: Survey data- Questionnaire

Source: Survey data- Questionnaire

Table 4.3 gives information as regards educational qualification of respondents.

Educational qualification of Respondents

Educational qualification Frequency Percentage

Source: Survey data- Questionnaire

Educational Qualification of Respondents

Source: Survey data- Questionnaire

Occupation Frequency Percentage

Total 100 100

Source: Survey data- Questionnaire

Monthly income of Respondents

Monthly income Frequency Percentage

60000 and above 54 54

Total 100 100

Source: Survey data- Questionnaire

Monthly Income of Respondents

Source: Survey data- Questionnaire

NAME OF THE BANK

Bank used by the Respondents

Name of the Bank Frequency Percentage

Total 100 100

Source: Survey data- Questionnaire

Bank used by the Respondents

Source: Survey data- Questionnaire

NO OF YEARS OF USING THE BANK

No of Years Frequency Percentage

15 years and above 23 23

Total 100 100

Source: Survey data- Questionnaire

No of years used by the respondents

Source: Survey data- Questionnaire

BENEFITS ACCURE WHILE USING E-BANKING SERVICE

Benefits Frequency Percentage

Easy Fund transfer 36 36

Total 100 100

Source: Survey data- Questionnaire

Benefits accrued by the respondents

Source: Survey data- Questionnaire

Problems Frequency Percentage

More time taking for fund transfer 17 17

Slow speed in working 25 25

Not easy for illiterate person 38 38

Total 100 100