Bibliography

&

Appendices

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Appendix I

Questionnaire to The Employees Of The Banks

“Organizational Learning and the Impact of IT in the

Indian Public Sector Banking”

1. Name of the Employee (Optional):

2. Age in years:

3. Gender: Male Female

4. Education: Inter Degree PG &ABOVE

5. Name of the Bank:

6. Experience in bank (in years):

7. Cadre: Cashier/Clerk Scale 1 officer Above Scale 1 officer etc…

8. Do you work in the IT/Computer Department or in the General Banking

department?

a. IT Department b. General Banking department

9. What according to you is a computerized branch?

a. Front office Computerised

b. Back office Computerised

c. Both

10. In your opinion should all public sector bank branches be computerized?

a. Yes b. No c. Don't know

11. What are the major reasons for encountering constraints/problems while

building, implementing and maintaining IT infrastructure in the branches?

a. Lack of office space

b. Lack of constant power supply

c. Lack of enough people to maintain the infrastructure

d. High maintenance cost

e. Lack of enough training to personnel using the system

f. High cost to build and implement IT solutions

g. Others

12. Do you think that IT enables better decision making by the managers and help

to improve flow of information and services to customers?

1. Yes 2. No 3. Somewhat 4. Don't know '

13. Do you think IT of banks has improved their functioning?

1. Yes 2. No 3. Somewhat 4. Don't know

Tick in appropriate boxes, across the below attributes of IT banking operations.

Computerised banking operations

14 Automated clearing houses Very Poor Poor

OK/

Avg Good

Excellent

A RTGS – for large value payment

system

B NEFT – for smaller value payment

system

C EFT (Electronic Fund Transfer)

D ECS (Electronic Clearing Services)

15 ATM (Automated Teller Machine) Very Poor

Poor OK/

Avg Good

Excellent

A ATM (Automated Teller Machine)

B Inter-Banking ATM network (NFS – National Financial Switch – by IDRBT)

C Biometric ATM’s

D Card less ATM’s

16 Internet Banking/Telephone Banking Very Poor Poor

OK/

Avg Good

Excellent

A Internet banking

B Telephone banking

17 Mobile Banking Very Poor Poor

OK/

Avg Good

Excellent

A Bank led model

B Telecom-company led model

18 IT Banking services Very Poor Poor

OK/

Avg Good

Excellent

A Credit cards

B Debit cards

C Text banking

D Speed clearing

E Cheque truncation

F IVRS (interactive voice response

system)

G POS terminal

H e-channels

I Networking

J Data warehousing/ enterprise

data warehousing

K PSG (Payment system groups)

L Cloud computing

19 PPI (Prepaid instruments) Very Poor Poor

OK/

Avg Good

Excellent

A Close system payment instrument

B Semi close system payment instrument

C Smart card Open system payment

instrument

D Magnetic accounts Open system

payment instrument

E Internet accounts Open system payment

instrument

F Internet wallets Open system payment

instrument

G Mobile wallets Open system payment

instrument

H Paper vouchers Open system payment

instrument

Appendix II

Questionnaire to customers

“Organizational Learning and the Impact of IT in the

Indian Public Sector Banking”

Demographic Profile

1. Name (Optional)

2. Age in years

3. Sex: a. Male b. Female

4. Education:

a) Illiterate

b) Primary

c) Secondary

d) Graduation

e) Post Graduation & Above

5. Occupation:

a) Student

b) Professional (Doctor/Engineer)

c) Government Employee

d) Self employed

6. Marital Status: Married Unmarried

7. Number of Children

8. Family Income per month in Rs:

9. Name of the bank with which you have Account:

10. Type of Account

a) Savings Account

b) Current Account

c) Fixed Deposit

11. Reason for choosing the Bank:

a) Credibility of the Bank

b) Suitable Location of the Bank

c) Range of Bank Services

d) Range of IT Services

e) Banking Hours

f) Parking facility

12. Frequency of Contact with the Bank:

a) Every day

b) 2-4 times a week

c) Once a week

d) Once in a Month

e) Less often

13. Information about Bank products is available to you by:

a. News papers

b. Television

c. Hoarding

d. Mailers from Bank

e. Word of Mouth

f. Web

Tick rank in the appropriate boxes, across the below attributes of IT banking

operations.

14 Frequency of Usage of E-Banking ATMs Phone Banking

Internet Banking

Any Branch Banking

a) 10 or more times a month

b) 5 to 10 times a month

c) 1 to 5 times a month

d) Infrequently

d) Credit/Debit Card Account

e) Any other (Please specify)

15 Reasons For Not Using ATMs

Phone Banking

Internet Banking

Any Branch Banking

a) Facility not available

b)Not applied for

c) Unfamiliarity with technologies

d) Prepare to deal with Bank Staff

e) Never felt the need

f) Unsure of Viability/Security

16 Type of Usage ATMs

Phone Banking

Internet Banking

Any Branch Banking

a) Withdrawal of cash

b) Deposit of cash

c) Bills payment

d) Open new account

e) Checking the account

f) Transfer

g) Depositing cheque/draft

h) Issue of Demand Draft

17

Information Availability ATMs Phone Banking

Internet Banking

Any Branch Banking

a) Quality and Frequency of Publicity on Bank products & services

b) Quality and frequency of publicity on Bank rules / procedures.

18 Quality of Services ATMs

Phone Banking

Internet Banking

Any Branch Banking

a) Response Time/Efficiency

b) Procedural Simplification

c) Customer - Friendliness/Helpfulness

d) Trust – Worthiness

e) Personalized Service

19 Security

Very Poor

Poor Avg Good Excellent

a) Speed

b) Accuracy

c) Reliability

d) Integrity

e) Non repudiation

20 Usability Very Poor

Poor Avg Good Excellent

a) Operation / working efficiency

b) Learning to operate / use

c) Operations are user-friendly

21 Data Manipulation Very Poor

Poor Avg Good Excellent

a) Data entry

b) Data retrieving

c) Data searching

d) Data analyzing

23 Services flexibility Very Poor

Poor Avg Good Excellent

a) Communication with others within and other bank branches

b) Secrecy maintained

c) Rough use / handling

d) Customer service

e) Working hours

24 Services support Very Poor

Poor Avg Good Excellent

a) Maintenance

b) Special environment (AC., dust free etc.)

c) Staff training

22 User interface Very Poor

Poor Avg Good Excellent

a) Error check

b) Prompting facility

c) Decision making support