Presentation on

Surya Bank
Pvt.Ltd
 • Topic- suriya bank
• Background of study: To complete
our Business statistic course and
to survey E-banking service of
Surya Bank
• Research Objective
- Broad objective: To
understand about the range of
activities provided by the bank that’s
E-banking and customers satisfaction.
- Specific objective
 To evaluate performance of E-

Introduction
banking system
 To identify customer expectations
from E-banking system
 To discover the gap between
customer expectation and
satisfaction level
 To portray the relationship between
E-banking and customer satisfaction
 To look for problems and make
necessary recommendation
• Limitations: The survey was done
online.
 • Target population: The target population was our classmates. 60 out
of 100 has participated in the survey.

• Sample determination: Non-probability convenient sampling was used

due to time constraints and Covid-19 lockdowns.

• Research method,
Methodology Raw data codified into measurable information by using SPSS. The data is
used to test sevral hypotheses, mean, coefficient of skewness and kurtosis of
customer's awareness and satisfaction level on e-bank facilities

To evaluate hypothesis, we use T-test and P-value.

 Descriptive analysis is the analysis of data that helps to
Descriptive describe, show or summarize data in a meaningful way. Tools
of descriptive analysis are mean, median, mode and standard
Analysis deviation, skewness etc.
(i) Construct a pie chart showing the distribution of
type of bank account held by the people in the
banks. (Question 2)

From the pie chart it we can see that most clients use Savings
bank. Then most of the bank's clients are salarymen or
students. As out of the population of 60 nearly 20(75%) hold
savings and current and both make up of the remaining 15
(25%).
It would seem Surya Banks primary clients are people with
fixed income and students.
 (ii)Construct a bar
chart showing the
frequency of usage • The bar chart is
of e-banking by the showing that 16.6%
customers. uses 2-3 times in a
(Question 5) week, 5% daily, 15%
every week, 8.333%
fort nightly, 43.33%
monthly, 11.67% once
in a six month
(iii)Construct a bar chart
comparing the level of
satisfaction with e-
services across the
different age group of • From the bar chart it
customers. (Question 9
vs Question 14) seems that all of the
  clients are aged
between 20-30 years
old.
 • 2-3 times in a week
1 person's problem solved within 10-15
days.
1 person's problem solved within a month.

(iv)Draw an appropriate • Monthly

chart depicting the 3 person's problem solved within 10-15 days
problems faced in e- 3 person's problem solved within Instantly.

banking and the 1 person's problem solved within a month.

9 person's problem solved within a week.
promptness with which • Never
they are solved. (Question 3 people never faced any problems.
10 vs Question 12)
• Nightly
1 person's problem solved within a week.

• Once in a six month

4 person's problem solved within10-15 days .
7 person's problem solved within Instantly.
25 person's problem solved within a week.
 (vi)Calculate the mean,
variance, coefficient of
skewness and kurtosis for
the different modes which
help in creating the
customer awareness about
e-banking. Compare the
results of the different
modes of creating
awareness (Q4)
  • Variance is too high for advertisement which is
1.370 for advertisement and variance is too low for
personal inquiry which is .643
(viii)Which
facility has
the
highest
variability
(Q7) • Lower amount of
transaction has the
highest variability
which is 1.401
(ix) Comment on the average
satisfaction level of the
customers with the e-
services provided by their
banks. Also calculate the • Highly dissatisfied 1
variance and coefficient of client
skewness of the satisfaction
level of the customers (Q9). • Dissatisfied 2 clients
  • Satisfied 44 clients
• Highly satisfied 13
clients
 • Inferential analysis deals with the estimation of

Inferential population parameters from sample data. It is used to

infer from the sample data what the population might
think. It is used to generalize the result by testing
Analysis hypothesis.
 (i)Test the
• Hypothesis
hypothesis that the
bank customers on Ho: μ ≤ 2.99
average are at least H1: μ>2.99
satisfied with the e-
banking services • Manually Calculated T-
offered by their value is 1.671
banks. (Question 9) • P-value 1.35% 1.671 2.266
• Significance level is 5%

• So, Ho is rejected.
(ii) Do the customers
on average at least • Hypothesis
agree that the e- Ho: μ ≤ 3.99
banking facilities
H1: μ>3.99
offered by private
sector banks are • Manually Calculated T-
better than public value is 1.671
sector banks? • P-value 46.05% .099 1.671 2.266
(Question 13b) • Significance level is 5%

• So, Ho is not rejected.

(iii)Are the bank customers in general
neutral that the information provided
by them for using the e-banking Ho: μ=3
services is misused? (Question 13d)
H1: μ≠3
Manually calculated T-value -1.671
P-value is 0.1
Significance level 5%
-3.484 -1.671

So, Ho is rejected
(iv)Test the hypothesis
that the level of
satisfaction of the Ho: μ=μ
customers with H1: μ≠μ
regards to the e-
services provided by we reject Leven’s test
their banks is the same Ho hypothesis.
across the gender Manual T-value -2.013 -2.013
-1.049
P-value is 29.9%
Level of significance 5%

Ho hypothesis is not
rejected.
(v) Test the hypothesis that
both males and females
perceive that private sector
banks are better than the
public sector banks in terms
of the e-banking services
provided by them. (Q13b &
Q15)
Ho: μ=μ
H1: μ≠μ
we do not reject Leven’s
test Ho hypothesis.
Manual T-value -2.002 -2.002
-.339
P-value is 74.1%
Level of significance 5%
Ho hypothesis is not
rejected.
(vi) Test the hypothesis that
irrespective of the marital
status of the respondents, Ho: μ=μ
people felt that e-banking
H1: μ≠μ
lacks personal touch. (Q13k
& Q16). we do not reject Leven’s
test Ho hypothesis.
Manual T-value 2.002 .376 2.002

P-value is 70.8%
Level of significance 5%

Ho hypothesis is not
rejected.
 •Summary of Result
•In our research we have observed that customer give the most important while selecting a bank following e-services:

 Speed of transaction- 70%

 Reliability- 85%
 Ease of use- 56.7%
 Transparency- 65%
 Any time banking- 61.7%
 Congestion- 6.7%
 Lower amount of transactions- 25%

Summary of 



Add on service & schemes- 5%
Information retrieval- 25%
Ease of contact- 53.3%
Safety- 90%

Result 

• 
Privacy- 88.5%
Accessibility- 68.3%

•One sample test:

i) As null hypothesis (Ho) is rejected. Therefore, customers are at least satisfied with the e-banking services offered by
their banks.
ii) As null hypothesis (Ho) is not rejected. So, customers do not at least agree with that e-banking facilities offered by
the private banks are better than public banks
iii) As null hypothesis (Ho) is rejected. So, customers are not neutral that the information provided by them for using the
e-banking services is misuse
•Two sample test:
i) As null hypothesis (Ho) is not rejected. Therefore, the level of satisfaction of the customers with regards to the e-
services provided by their banks is the same across the gender.
ii) As null hypothesis (Ho) is not rejected. Therefore, both males and females perceive that private banks are better than
public banks in terms of the e-banking services provided by them.
iii) As null hypothesis (Ho) is not rejected. Therefore, irrespective of the marital status of the respondents people felt
that e-banking lacks personal touch.
 • Customers will become satisfied or highly satisfied when
the services can fulfill customer expectations. The findings
of this research showed not only congestion; lower
Summary of amount of transaction are the factor of customer
satisfaction but also the safety; privacy; reliability; speed
Findings: of transaction; ease of use; ease of contacts;
transparency are the most important dimension of service
quality affecting customer satisfaction for E-banking. If a
bank focuses on these factors to improve it will be able to
achieve customer satisfaction than others bank.
 • Recommendation
 Bank should give proper attention to customer safety and privacy
for E-banking
 Bank should create reliability among its customer about E-banking
 As the service will be availed at home so speed of transactions
should be better
 Mobile app can be launched for making E-banking more easier with
convenient digital features
 Customer care should be opened so that customer can easily
contact with bank for any help or emergency
Conclusion  New important services can be included such as pay bills, payment
and of travel, shopping etc .
 New offers can be introduced for using E-banking
Recommendation •Conclusion:
Technology is moving fast. Moving alongside that, expectation and
demand of people is continuously changing. As Surya Bank Pvt Ltd is
going to introducing E-banking service for its customer for the first time
so,this research will help them to know what things customer wants
form E-banking service which factors make them more satisfied. If they
implement their service based on this analysis they will be able to
provide higher satisfaction of level for their customer.