Literature Review

Modern way of banking started in mid of 18 th century in India. The first bank, Bank of Hindustan
was established in year 1770. Human service in Indian banking is in limited supply, according to
Kamakodi et al. (2008), although IT-based facilities exceed expectations. In a study on customer
acceptability of online banking, Qureshi T M, Zafar M K, and Khan M B (2008) discovered that
the majority of customers favour the practise because of its ease, security, and privacy. In his
study, Uppal R K (2010) discovered that ATMs are the most successful, while mobile banking is
not widely used in public sector banks.  Mishra (2011) offered some solid advice on how to
keep online transactions secure (IBT).
E-banking in India is still primarily restricted to the Internet and mobile phones. In light of this,
we define the idea to conduct all the banking and financial transactions electronically via the
Internet or mobile phone applications.

Result and Interpretation –

Interpretation of
results
1. Multiple
Regression for
Customer
Satisfaction
Interpretation of
results
1. Multiple
Regression for
Customer
Satisfaction
Interpretation of
results
1. Multiple
Regression for
Customer
Satisfaction
1 – Multiple Regression for Customer Satisfaction –

We found that –
Y = 1.571611112 + 0.001940649*X1 + 0.093167891*X2 + 0.036155321*X3 + 0.034657971*X4 +
0.00797396*X5 + 0.519489807*X6 + 0.213710653*X7 + 0.257816068*X8 + 0.120229075*X9 +
0.008548186*X10 + 0.248902122*X11 + 0.127318889*X12 + 0.135484256*X13 + 0.120229075*X14 +
0.05413308*X15

Here, independent variables are

X1 - Pay Bills
X2 - Bank Transfer
X3 - Insurance
X4 - To check Bank Statements
X5 - To block your Debit/Credit card
X6 - Speed
X7 - User-Friendliness
X8 - Time taken
X9 - Level of Security
X10 - Reliability
X11 - Server unavailable
X12 - Transaction Error
X13 - OTP not received
X14 - Account blocked
X15 - Page Expired

And Dependent variable is

Y -Overall level of satisfaction by online banking

Regression Statistics
Multiple R 0.6813099
R Square 0.46418318
Adjusted R Square 0.285577574
Standard Error 0.626687432
Observations 61

ANOVA
  df SS MS F Significance F
1
Regression 5 15.3104354 1.020695693 2.598928385 0.006828108
4
Residual 5 17.67317116 0.392737137    
6
Total 0 32.98360656      

Coeffici Standar P- Lower Upper Lower Upper

  ents d Error t Stat value 95% 95% 95.0% 95.0%
 1.57161 0.55855 2.81369 0.0072 0.44661 2.6966 0.44661 2.6966
Intercept 1112 7565 5867 36864 8428 03796 8428 03796
- -
0.00194 0.11972 0.01620 0.9871 0.23920 0.2430 0.23920 0.2430
Pay Bills 0649 7564 8871 39412 3044 84341 3044 84341
- - - -
0.09316 0.10873 0.85687 0.3960 0.31216 0.1258 0.31216 0.1258
Bank Transfer 7891 0191 2318 55787 1737 25955 1737 25955
- - - -
0.03615 0.07688 0.47023 0.6404 0.19101 0.1187 0.19101 0.1187
Insurance 5321 757 6228 57386 4836 04194 4836 04194
- -
To check Bank 0.03465 0.11935 0.29037 0.7728 0.20573 0.2750 0.20573 0.2750
Statements 7971 3906 9863 59666 3135 49076 3135 49076
- - - -
To block your 0.00797 0.08769 0.09093 0.9279 0.18459 0.1686 0.18459 0.1686
Debit/Credit card 396 2823 0591 51305 6373 48452 6373 48452
0.51948 0.21392 2.42836 0.0192 0.08862 0.9503 0.08862 0.9503
Speed 9807 5648 6168 2711 1434 5818 1434 5818
- -
0.21371 0.15522 1.37682 0.1753 0.09891 0.5263 0.09891 0.5263
User-Friendliness 0653 0163 2762 78607 8803 40109 8803 40109
- - - -
0.25781 0.14706 1.75306 0.0864 0.55402 0.0383 0.55402 0.0383
Time taken 6068 5749 6707 00998 1691 89555 1691 89555
- -
0.12022 0.14527 0.82758 0.4122 0.17237 0.4128 0.17237 0.4128
Level of Security 9075 7334 3161 73989 4495 32645 4495 32645
- -
0.00854 0.14366 0.05950 0.9528 0.28080 0.2979 0.28080 0.2979
Reliability 8186 4564 1005 16524 7099 03471 7099 03471
- -
Server 0.24890 0.13535 1.83893 0.0725 0.02370 0.5215 0.02370 0.5215
unavailable 2122 1434 2279 29386 9661 13904 9661 13904
- - - -
0.12731 0.13742 0.92649 0.3591 0.40409 0.1494 0.40409 0.1494
Transaction Error 8889 0469 1452 33148 7921 60142 7921 60142
- - - -
0.13548 0.10656 1.27141 0.2101 0.35011 0.0791 0.35011 0.0791
OTP not received 4256 1453 9005 12073 004 41527 004 41527
- -
0.08451 0.13041 0.64806 0.5202 0.17815 0.3471 0.17815 0.3471
Account blocked 7675 4954 7359 34571 1526 86875 1526 86875
- -
0.05413 0.11076 0.48871 0.6274 0.16896 0.2772 0.16896 0.2772
Page Expired 308 5529 7751 14932 0147 26307 0147 26307