A problem can be solved only by making an evaluation of it.

Analysis and interpretation of

collected data plays a vital role to arrive at our destination. The primary data that are collected by
distributing questionnaires is analyzed and a summary of such analysis is provided in this section.
Certain tables, graphs are included for giving a clear picture about the study. 90 responses are the
fundamentals for this analysis and interpretations.

DEMOGRAPHY OF RESPONDENTS
1.AGE
The following table shows the age categories of respondents

Table 3.1
AGE WISE CLASSIFICATION OF RESPONDENTS

AGE No. of Respondents Percentage

Up to 20 58 64.44%
21-25 23 25.56%
26-30 4 4.44%
31-35 2 2.22%
Above 35 3 3.33%
Total 90 100.00%
Source: Primary Data

Figure 3.1
AGE WISE CLASSIFICATION OF RESPONDENTS

21
Interpretation;

Table 3.1 and figure 3.1 indicates that 64.44% respondents come under the age group of up to
20. We can see that 25.56% of them are included in between 21 and 25. It also shows that
4.44%,2.22%,3.33% responses are made by the category of 26-30, between 31 and 35, above 35
respectively.

2. GENDER Table 3.2

GENDER WISE CLASSIFICATION OF RESPONDENTS

GENDER No. of respondents Percentage

Female 61 67.78%
Male 29 32.22%

Total 90 100.00%
Source: Primary data
Figure 3.2
GENDER WISE CLASSIFICATION OF RESPONDENTS

Interpretation;
From the above table and figure it is clear that a major part of the responses is from the female
category (67.78%). Male category represented 32.22% from a total 90 samples.

22
3. EDUCATIONAL QUALIFICATION

Table 3.3
EDUCATIONAL QUALIFICATION WISE CLASSIFICATION OF RESPONDENTS

EDUCATIONAL No. of Respondents Percentage

QUALIFICATION

Up to +2 /Diploma 29 32.22%

Undergraduate 45 50.00%

Post Graduate 6 6.67%

Others 10 11.11%
Total 90 100.00%
source: Primary data
Figure 3.3
Educational Qualification wise classification of respondents

Interpretation;
From 90 responses 32.22% were qualified +2/ Diploma. Half of the respondents are
Undergraduate. Only 6.67% of them are Post Graduates. The collected data also represents that
11.11% belongs to other categories of educational qualification.

23
4.OCCUPATION

Table 3.4
OCCUPATION WISE CLASSIFICATION OF RESPONDENTS

Occupation No. of Respondents Percentage

Employee 11 12.22%

Others 3 3.33%

Self Employed 3 3.33%

Student 73 81.11%
Total 90 100.00%

Source: Primary data

Figure 3.4
Occupation wise classification of respondents

Interpretation;
Table and figure 3.4 states that 12.22% of respondents are employees. Self-employed and
Other categories from 90 responses are 3.33% each. The majority of respondents are students
(81.11%)

24
5.MONTHLY INCOME

Table 3.5
MONTHLY INCOME WISE CLASSIFICATION OF RESPONDENTS

INCOME No. of Respondents Percentage

Up to 15000 14 15.56%
15001-30000 5 5.56%

30001-45000 1 1.11%

Above 45000 3 3.33%

None of these 67 74.44%

Total 90 100.00%

Source: Primary data

Figure 3.5
Monthly Income wise classification of respondents

Interpretation;
Table 3.5 and figure 3.5 denotes that 15.56% of respondents have a monthly income up to
15000.It also shows 5.56 % responses having income between 15001 and 30000.Only 1.11% of
the data contains the income range between 30001 and 45000.The category of income above
45000 contains 3.33%. The lion share of the responses are from students so their income did not
25
include any one of the above. It is 74.44%.
These are the main demographic factors included in this study. Next, we can move into the main
data which are essential for the problem under study.

6.ASSESSMENT OF LEVEL OF KNOWLEDGE OF RESPONDENTS TO OPERATE

COMPUTER
The following table shows either the respondents have average level or advanced level of
knowledge to conduct banking transactions electronically.

Table 3.6
LEVEL OF KNOWLEDGE TO OPERATE COMPUTER

LEVEL OF KNOWLEDGE No. of Respondents Percentage

Advanced 14 15.56%
Average 76 84.44%
Total 90 100.00%
Source: Primary data
Figure 3.6
Level of knowledge to operate compute

26
 Interpretation;
The collected data signifies that 84.44% of respondents have an average level of knowledge
to operate a computer. The remaining samples have an advanced level of knowledge that is
15.56%.

7.A. STATEMENT SHOWING DIFFERENT BANKS FROM WHICH RESPONDENTS

(CUSTOMERS)AVAIL E-BANKING FACILITIES

Table 3.7.1
BANKS FROM WHICH CUSTOMERS AVAIL E-BANKING SERVICES

Name of the Bank No of responses Percentage

Bank of Baroda 1 1%

Canara Bank 7 10%

State Bank of India 36 54%
Union Bank of India 22 33%

UCO 1 1%
Source: Primary data
Figure 3.7.1
The Banks from which customers avail E-Banking services

27
Interpretation;

The above table and figure indicate that a major part of the respondents are avail e-banking
services from State Bank of India. It is represented by 54% of the totality.33% of the respondents
are customers of Union bank of India. The customers of Canara bank include 10%. Only 1% of
the sample represents Bank of Baroda and UCO.

B. STATEMENT SHOWING YEARS OF USE OF E-BANKING SERVICES BY

CUSTOMERS
The following details indicate the year from which the respondents are aware or become ready to
use different E-Banking facilities. It is included as a sub part of the above categorization.
Table 3.7.2
YEARS OF USE OF E-BANKING SERVICES

Years of use No. of Responses Percentage

Up to 1 year 5 12%
1 year-3 years 19 45%

4 years-6 Years 13 31%

Above 6 Years 5 12%

Source: Primary data

Figure 3.7.2
Years of Use of E-Banking

28
Interpretation;
Most of the respondents are in use of E-Banking services in between 1 year to 3 years. It
consists of 45% of total responses.31% of the samples are familiar with E-Banking from 4-6
years. The category up to 1 year and above 6 years are 12% of the total.

8. REASONS FOR CHOOSING THE ABOVE BANKS

In this analysis tried to explain the different reasons for choosing several public
sector/nationalized banks.. Following table will provide a clear picture about the reasons.

Table 3.8
REASONS FOR CHOOSING THE SPECIFIED BANKS FOR
CONDUCTING E-BANKING TRANSACTIONS

Feedback No. of Responses percentage

Traditional Bank a/c with 26 20%

same bank

Brand name of the bank 20 15%

Superior quality of services 23 18%
More technology oriented 14 11%

More range of services 14 11%

Normal/No charges 12 9%

Salary credit a/c with the bank 3 2%

others 18 14%
Source: primary data

Figure 3.8
29
 Reasons for choosing the Public sector / nationalized
for conducting E-Banking transactions

Interpretation;
Above table and figure signifies that the majority of the respondents are choosing their bank
because of a traditional bank account with the same bank. It consists of 20% of total samples.
Secondly the Superior quality of services have a major impact on selecting a bank for
requirement of them (18%). Brand name of the bank has 15% category of the data analysis. The
respondents also mentioned that the 14% are not based on any one of the above. Then we can
notice that More technology orientation and More range of services have an equal polling i.e.
11%.9% of the respondents have the opinion that they choose the banks because of normal or no

9. MOST PREFERRED CHANNEL TO CONDUCTING BANKING TRANSACTIONS

30
In this we tried to rank different channels used by the customers to conduct their banking
transactions. The following table defines it clearly

Table 3.9
Ranking of different channels for conducting Banking transactions

TOTAL RANK

ATM 321 1
Internet Banking 302 3

Mobile Banking 318 2

Debit/Credit cards 287 4
Branch Banking 255 5
source: Primary data
Figure 3.9
Most preferred channel to conducting Banking transactions

Interpretation;

Table 3.9 and figure 3.9 concerned with the ranking as 1,2,3,4 and 5 for different channels to
conduct banking transactions. ATM got the first position in such categorization. Most of the
respondents are using ATM facilities. It has a prime importance in E-Banking. The second rank
is acquired by Mobile banking. Then we can understand that the next position is handled by
Internet Banking. Debit /Credit card has the 4 th position and the 5 th rank specifies the
relevance of the study. In the modern era, the majority of the banking customers choose e-based
banking systems to conduct their banking transactions. So, they selected branch banking in the

31
 last rank.

10. AN ANALYSIS OF AWARENESS BANKING CUSTOMERS ABOUT DIFFERENT

E-BANKING SERVICES AND ITS USE

Measurement of the customers' awareness of E-Banking is selected as an important objective

for this study. An analysis of it made through the following table.

Table 3.10
AWARENESS AND USAGE OF DIFFERENT E-BANKING SERVICES

Feedback Aware and Use

Unaware
Regularly Occasionally Rarely Never

No. % No. % No. % No. % No. %

Check balances 11 12% 49 54% 23 26% 6 7% 1 1%

Fund transfer 12 13% 36 40% 21 23% 14 16% 7 8%

Mobile recharging 10 11% 44 49% 29 32% 4 4% 3 3%

Payment of tax 14 16% 19 21% 11 12% 18 20% 28 31%

Booking tickets 12 13% 14 16% 21 23% 23 26% 20 22%

Bill payment 12 13% 21 23% 25 28% 16 18% 16 18%

Online shopping 8 9% 33 37% 30 33% 14 16% 5 6%

Source: Primary data

32
 Figure 3.10
Awareness and usage different E-Banking services

Interpretation;
Table and figure 3.10 mainly concerned with the measurement of the awareness level of the
respondents regarding different e- banking services and its usage.
❖ E-Banking provides the facility to check the balances in the accounts with their bank
account without visiting the branch for this major part of the customers are regularly uses
e-banking facilities for checking balances of their account it consists of 54% of the total
respondents.26% of them are occasionally check balances using this advanced
technology provided by banks and 12% category are unaware of this facility .we could
notice that 7% of the customers are rarely uses e-banking for checking balances and only
1 % of them are never used such facilities.
❖ In previous years we can transfer the funds from one bank account to another bank
account by visiting the branch bank and it takes more time to carry out such transfer. But the
advent of e-banking provided an opportunity to transfer funds by using RTGS /NEFT 40% of
the sample regularly uses it and 23% has an ability to carry out this taskoccasionally. Those
who are unaware, rarely, never use E-Banking 13%,16%,8% respectively.

33
❖ Another feature of e-banking is quick recharging of mobile phones. The lion share of
the respondents regularly uses e-banking for mobile recharging i.e. 49% .32% of them
occasionally uses e-banking to recharge their mobiles by speed clicks. From the total
responses 11% are unaware about this facility and only 3% category consists of the vote
for never used i.e. we can notice that 4% of them rarely transfers funds from one account
to another using e-banking services.
❖ Tax is an important revenue for the government. The persons who are liable to pay
both direct and indirect tax can utilize the e-banking facility for making their payments
quickly. Under this study we can arrive at a summarization that the highest polling for
using this facility is used by the Never category (31%). Among 90 respondents 21%
regularly use this facility and 20% rarely use it. 12% of them occasionally facilitate it for
paying taxes and 16% are unaware about it.
❖ Then next we have learned about the awareness of customers about e-banking to book
Train/Bus/Movie tickets.In accordance with the responses 26% specify that they rarely
use e-banking for booking tickets. They use it occasionally and never 23%,22%
respectively.16% of the respondents regularly use e-banking to facilitate ticket booking
through online .13% customers are unaware about it.
❖ We should also consider the next points under study. The first one among them is that
we can use e-banking for payment of utility bills like rent, phone bill, insurance,
premium. The above table specifies that the majority of the respondents pay utility bills
occasionally using e-banking i.e. 28%.23% regularly use this facility and rarely, never
category consists of an equal contribution which is 18%. The unaware category consists
of 13%.
❖ The last point is the calculation of awareness regarding the online shopping facility
availed by e-banking. Most of the respondents specify that they used it regularly 37%
have this opinion.33% occasionally facilitate it and 16% of the totality rarely use
banking. Most among the respondents only 9%,6% are included in the unaware, never
category respectively.

34
 11. STATEMENT SHOWING AN ANALYSIS OF DIFFERENT FACTORS INFLUENCING
E-BANKING SERVICES
The study is mainly featured with the estimation of why the banking customers are choosing e-
banking. There arise different factors which have a significant influence in e-banking. The
following table and figure give an overall picture of our objective.

Table 3.11
DIFFERENT FACTORS INFLUENCING E-BANKING SERVICES

Feedback Strongly Agree Neutral Disagree Strongly

Agree Disagree

No. % No. % No. % No. % No. %

Convenient and 50 56% 33 37% 4 4% 2 2% 1 1%

ease of use

Available at any 45 50% 30 33% 13 14% 1 1% 1 1%

time

Less expensive 30 33% 38 42% 16 18% 4 4% 2 2%

Accessible from 32 36% 37 41% 12 13% 8 9% 1 1%

anywhere

Quick responses 29 32% 37 41% 17 19% 5 6% 2 2%

Easy to learn and 33 37% 36 40% 15 17% 3 3% 3 3%

use

35
High quality 27 30% 30 33% 26 29% 4 4% 3 3%
services

Source: Primary data

Figure 3.11
Different factors influencing E-Banking Services

Interpretation;
❖ In table 3.11 and figure 3.11 firstly we considered the point ‘E-Banking is convenient and
ease of use’. It resulted that the major part of the respondents is influenced by e-banking
because of its convenience. More than half of the responses are Strongly agree with it

36
 (56%).37% of the responses agree with this statement and 4% of the total respondents
have a neutral effect on it. among the totality 2% disagree with this statementand only 1%
represents the Strongly disagree category.
❖ The next factor is that 24*7 service i.e. E-Banking is available at any time. From among
90 responses half of them are rated with Strongly agree (50%).33% respondents are
agreed with the convenience factor and 14% customers reside in the neutral category.
Both Disagree and Strongly Disagree have an equal and small proportion i.e. ,1%.
❖ As we all know E-Banking is less expensive than conventional banking .So a rating of
this factor is necessary for continuing our study. This table and figure indicates that the
lion share of the respondents agree with it. It consists of 42%. Strongly agreed category
includes 33% and 18% of the responses express that they have only a neutral influence
from it. Disagree, Strongly Disagree category represents 4%,2% respectively.
❖ E-Banking is accessible from anywhere is an important attractiveness of e-banking. In
this study the raw data indicates that 41% of the respondents agree with this statement.
Strongly agree forms the second position that is 36%.13% from the total neutral
positioned. 9% of them disagree and only 1% is Strongly dissatisfied.
❖ The next point expresses the influence of quick responses on customers.41% respondents
say that they are agreed to this .32 % have an opinion of Strongly agree regarding the
quick responses from e-banking. Neutral impact is19%. Disagree and strongly disagree
categories only have lesser contributions which are 6% and 2% respectively.
❖ An examination on the factors reflects that the easiness to learn and use also made an
inspiration on customers to facilitate e-banking. Table and figure 3.11 states that 40 % of
the respondents specified that they agree with the statement mentioned above. Strongly
agree category consists of 37%.17% neither agree or disagree i.e., Neutral influence.
Disagree and strongly disagree contributes an equal portion of 3% for each.
Last point is concerned with e-banking ensures high quality services. The data received from
different e-banking customers indicates that 33% agree to the factor. are Strongly agree and
29% Maily polled too Neutral. For this statement 4% of the totalrespondents are Disagreed and
3% are Strongly Disagree.

37
 12. STATEMENT SHOWING AN ANALYSIS OF LEVEL OF SATISFACTION WHILE
USING E-BANKING SERVICES

Customers may regularly choose different services on the basis of satisfaction obtained by them
while using such services. As we know satisfaction cannot be measured in terms of quantity. So,
in this study an analysis is made of different degrees of satisfaction level such as highly satisfied,
Satisfied, Neutral, Dissatisfied, highly dissatisfied.

Table 3.12
LEVEL OF SATISFACTION WHILE USING E-BANKING SERVICES

Feedback Highly Satisfied Neutral Dissatisfied Highly

Satisfied Dissatisfied

No. % No. % No. % No. % No. %

Fulfillment of 21 23% 51 57% 16 18% 2 2% 0 0%

service
requirements

Privacy/ security 21 23% 55 61% 9 10% 3 3% 2 2%

Easy accessibility 26 29% 40 44% 22 24% 2 2% 0 0%

Easy to use 32 36% 43 48% 13 14% 2 2% 0 0%

Responsiveness of 15 17% 45 50% 25 28% 3 3% 2 2%

Bank

38
Efficiency 21 23% 47 52% 18 20% 3 3% 1 1%

Source: Primary data

Figure 3.12
Level of Satisfaction while using E-Banking services

Interpretation;

Table and figure 3.12 mainly represent the satisfaction level obtained by customers on the usage
of e-banking services.

❖ First measurement is the satisfaction with regarding the fulfillment of service

requirements. 57% of the customers voted for the satisfied rate. The second position is
taken by the Highly satisfied category (23%).18% of the responses consist of a Neutral

39
 attitude towards this statement. Only 2% of the sample are Dissatisfied to this and we can
see that the Highly dissatisfied category is nil.
❖ Privacy and security of E-Banking transactions also influence the different degrees of
satisfaction of customers. This table indicates that 61% of the total respondents are
Satisfied with privacy and security .23% of them are Highly Satisfied with this opinion.
Neutral impact is denoted by 10% responses. Dissatisfied and Highly Dissatisfied are
rated to 3%,2% respectively.
❖ The measurement of satisfaction on the easy accessibility reflects, the majority of the
respondents are Satisfied with it and it consists of 44%.29% of the customers say that
they are Highly satisfied with the easy accessibility. The Neutral category is represented
by 24%. Dissatisfied rating is only 2% and no one Highly Dissatisfied this statement
❖ The next point is easy to use of e-banking services. The high rate is achieved by a
Satisfied degree that is 48%. From the remaining responses 36% are represented by
Highly Satisfied category.14% of them have a Neutral impact regarding this. Dissatisfied
category includes only 2% and no one voted for highly Dissatisfied.
❖ Another factor considered for the measurement of satisfaction level is the Responsiveness
of the Bank. It is clear from the table and figure that half of the respondents are Satisfied
with this statement (50%). The Neutral category includes 28% and 17% from among
them are Highly satisfied with the responsiveness of the bank .3% customers are
Dissatisfied with it and 2% respondents are Highly Dissatisfied with this opinion.
❖ The efficiency of E-Banking services also has a significant influence on the degree of
satisfaction level of the customers .52% responses specify that they are satisfied with the
efficiency.23% respondents are Highly Satisfied with this statement. Neutral category is
represented by 20%. Dissatisfaction is voted by 3% customers and only 1 % of the
respondents are Highly Dissatisfied with this statement.

40
 13. STATEMENT SHOWING AN ANALYSIS OF PROBLEMS FACED BY CUSTOMERS ON
E-BANKING

Table 3.13
PROBLEMS RELATED WITH E-BANKING

Feedback Always Often Sometimes Rarely Never

No. % No. % No. % No. % No. %

Security Issues 5 6% 11 12% 26 29% 21 23% 27 30%

Network Issues 10 11% 26 29% 40 44% 11 12% 3 3%

Personal 4 4% 10 11% 12 13% 13 14% 51 57%

Information’s leak
out

Hacking 2 2% 12 13% 7 8% 13 14% 56 62%

Transactional Risk 8 9% 10 11% 31 34% 21 23% 20 22%

Transactional 5 6% 21 23% 32 36% 27 30% 5 6%

Errors

Source: Primary data

41
 Figure 3.13
Problems related with E-Banking

Interpretation;
Table and figure 3.13 deals with the analysis of different problems faced by E-Banking
customers.
❖ The major issue faced by customers regarding e-banking services is its Security. In
accordance with the responses 30% never faced such an issue. 29% sometimes occurred
it, 23% from among the total respondents Rarely faced this problem. The respondents
who voted for often category are 12%. Only 6% of the customers are Always inquired
this problem while they were using e-banking services.
❖ Next, we considered the Network issues. From the 90 responses 44% of the respondents
says that they sometimes faced the network issues .29% of customers are Often
challenged with this issue .12% of the respondents have an opinion that they are Rarely

42
 discouraged with the network issues while facilitating different e-banking services.11%
customers Always suffered with it and only 3% respondents are never faced this problem.
❖ There arises a requirement to share our personal details while conducting E-Banking
transactions. So, there is a chance to leak out the personal information. It is clear from the
responses that 57% have never faced such an issue .14% customers are Rarely inquired
this problem. Sometimes degree is rated by 13%. This challenge is faced Often, always
11% and 4% respectively.
❖ Another problem faced by e-banking customers is Hacking. The lion share of the
respondents says that they never suffered with the Hacking in e- banking (62%).14% of
the totality rarely faced it. 13% respondents Often challenged with it. 8% of customers
sometimes faced the hacking and 2 % of them Always inquired this problem.
❖ Banking services are mainly concerned with conducting transactions. In e-banking this is
mostly conducted with the help of the internet so there arises transactional risk. From this
study it is clear that 34% of respondents are sometimes faced with it and 23% customers
rarely challenge it.22% of the totality rated in Never. The poll for often is 11% and
always is 9%.
❖ Lastly the analysis on the measurement of challenges on e-banking covers the area of
Occurrence Transactional errors. Table 3.13 and figure indicates that 36% of the
respondents are sometimes inquired this problem while conducting e-banking
transactions.30% of them are Rarely challenged with it. Customers who Often face this
problem are represented by 23%. The contribution to Always and never is equal that is
6%.

43