final rmb report

8/7/2019 final rmb report

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RESEARCH REPORT

ON

THE POPULARITY OF E-BANKING AMONG EDUCATED-WORKING CLASS

SUBMITTED TO :- SUBMITTED BY :-

PROF. MONA THAKKAR PANDYA ALPA CHHADVA (01)RIDHDHI CHHEDA (10)FENNY DEDHIYA (14)

HELI NISAR (34)RUCHITA SHARMA (44)SHWETA PALAN (60)

NARSEE MONJEE COLLEGE OF COMMERCE ANDECONOMICS

VILE PARLE (W), MUMBAI 400056.

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Students declaration

We, hereby declare that we have completed this project on THE

POPULARITY OF E-BANKING AMONG EDUCATED-WORKING

CLASS during the academic year 2009-2010. The information submitted is

true and original to the best of my knowledge. This work has not been

submitted for any other degree /diploma/fellowship or similar titles.

Whenever references have been made to previous work of others, it has beenclearly indicated as such and included in the Bibliography.

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ACKNOWLEDGEMENT

A Project report is an assessment of ones greatskill and aptitude. One needs to devote in immensepatience, t ime and brains for the compilat ion of one suchrewarding outcome of true efforts.

We would like to acknowledge our gratitude, with allhumbleness to all those who have helped us to put these ideas,well above the level of simplicity and into something concrete.We are very thankful to our professor Mrs. MONA THAKKAR

PANDYA for her valuable help. She was always there to show usthe right track when we needed her help. With the help of her

valuable suggestions, guidance and encouragement, we were ableto perform this project work.

We would also like to thank our colleagues, who often helped andgave us support at critical junctures during the making of thisproject.Never the last we are thankful to our families and friends who

have rendered their whole hearted support at all times for thesuccessful completion of this project report.

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TABLE OF CONTENTS

CHAPTERNUMBER

CONTENT PAGE NUMBER

STUDENTS DECLARATION

ACKNOWLEDGEMENTS

1.1 INTRODUCTION OF E-BANKING 6

1.2 INTRODUCTION TO REASEARCH 7

1.3 OBJECTIVE OF THE RESEARCH 10

1.4 HYPOTHESIS 11

1.5 RESEARCH METHODOLOGY 121.6 SAMPLING METHOD 13

1.7 DATA COLLECTION 14

1.8 IMPORTANCE OF RESEARCH 15

1.9 LIMITATIONS OF RESEARCH 16

2 LITERATURE SURVEY 17

3 DATA ANALYSIS AND

INTERPRETATION

19

4 CONCLUSION AND

RECOMMENDATION

33

5 BIBLOGRAPHY 35

6 RESEARCH QUESTIONNAIRE 37

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LIST OF TABLES AND DIAGRAMS

LIST OF TABLESTABLES PAGE NUMBER

TABLE I 17

TABLE 1 20

TABLE 2 22

TABLE 3 23

TABLE 4 24

TABLE 5 25TABLE 6 26

TABLE 7(A) 27

TABLE 7(B) 28

TABLE 8 29

LIST OF DIAGRAMS

DIAGRAMS PAGE NUMBERDIAGRAM 1 19

DIAGRAM 2 21

DIAGRAM 3 23

DIAGRAM 4 24

DIAGRAM 5 25

DIAGRAM 6 26

DIAGRAM 7(A) 27

DIAGRAM 7(B) 28

DIAGRAM 8 29

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INTRODUCTION OF RESEARCH

Indias banking sector is growing at a fast pace and India has become one ofthe most preferred banking destinations in the world. The reasons arenumerous: the economy is growing at a rate of 8%, Bank credit is growing at

30% per annum and there is an ever-expanding middle class of between 250and 300 million people (larger than the population of the US) in need offinancial services. Also in todays world no one can survive without banks

and banking transactions. Also people in Mumbai believe in time is moneymantra. So to ease their banking transactions E- banking facilities are a

great option. So with this thought researchers have thought to choose the

popularity of E- Banking as their topic for the research.

Traditionally banks have been in the forefront of harnessing technology toimprove their products, services and efficiency. But over a period of time thetechnology has increased rapidly in India and in metro cities like Mumbai.

Internet is increasingly used by banks as a channel for receiving instructionsfrom their customers and delivering their information, products and services

to their customers. This form of banking is generally referred to as E-Banking. Thus to actually know the popularity of E- Banking facilities and to

know the scope and future prospects of E- Banking, researchers had carrieda detailed Qualitative research about the same. Also majority of the E-Banking users include the working class, as it helps them in their businesstransactions and also most importantly saves their valuable time. The

research also includes educated class of the society because it requires littleknowledge about the computers and internet, so researchers have chosen

their target group as educated/ working class.

The following are the different E-banking facilities which have been focusedupon by the researcher for the purpose of research. There are about 15-20

E-banking facilities out of which the following have been chosen.

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DIFFERENT FACILITIES OF E- BANKING

1. Automated Teller Machine (ATM)

2. Debit Cards3. Credit Cards

4. Internet Banking

5. Phone banking6. Mobile banking

7. Travelers cheque

Automated Teller Machine (ATM):

ATM is designed to perform the most important function of bank. It is

operated by plastic card with its special features. An ATM is an ElectronicFund Transfer terminal capable of handling cash deposits, transfer betweenaccounts, balance enquiries, cash withdrawals and pay bills. It may be on-line or 0ff-line. The on-line ATM enables the customer to avail banking

facilities from anywhere. In off-line the facilities are confined to thatparticular ATM assigned.

Debit CardsDebit Card is a prepaid card with some stored value. Every time a personuses this card, the Internet Banking house gets money transferred to its

account from the bank of the buyer. The buyers account is debited with theexact amount of purchases. The customer can never overspend becausethe system rejects any transaction which exceeds the balance in hisaccount.

Credit Cards :

Credit cards are one of the type of plastic money which are most

commonly used by individuals, businessman, etc. The Credit Card holder isempowered to spend wherever and whenever he wants with his Credit Card

within the limits fixed by his bank. Credit Card on the other hand, is a postpaid card.

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Internet Banking

Internet banking uses the Internet as the delivery channel by which toconduct banking activity, for example, transferring funds, paying bills,

viewing checking and savings account balances, paying mortgages, andpurchasing financial instruments and certificates of deposit. An Internet

banking customer accesses his or her accounts from a browser softwarethat runs Internet banking programs resident on the banks World WideWeb server, not on the users PC

Phone Banking

Phone banking is one of the E- Banking facility which is growing rapidly.With this facility you can carry out your banking transactions over thephone. You can make Balance Enquiries, Request for a Cheque Book,Request for Stop Payment, Make an FD, Request for a DD and do much

more.

Mobile Banking

With mobile banking you can avail various financial facilities such asaccount balance, exchange rates, location of ATMs , account lists, fundtransfer, credit card list, credit card status, credit card bill payment and

various SMS banking solution.

Travelers cheques

A medium of exchange that can be used in place of hard currency.

Travelers' checks are often used by individuals who are traveling onvacation to foreign countries. Travelers' checks are safe way to carry

currency abroad. Security is provided against lost or stolen checks by theissuing party - usually a bank. Specific checks are given unique check

numbers, similar to a normal check. When a lost or stolen check isidentified, it is simply canceled and the individual is re-issued a new check.

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OBJECTIVES OF THE RESEARCH

To know the popularity of E- banking facilities

Perceptual mapping of E-banking users.

To know the views of the customers on E-banking facilities.

To know future prospects of the electronic banking.how it is

emerging in the near future.

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HYPOTHESIS

For the research, the researchers have formulated the followinghypothesis: -

1.) NULL HYPOTHESIS : E Banking facilities are popular amongst theeducated / working class.

2.) ALTERNATIVE HYPOTHESIS: Educated/ working class does not prefer e-banking facilities.

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RESEARCH METHODOLOGY

The researchers have followed the following steps for conducting our survey:

1.) In our first step, we researchers decided the topic for our

research, i.e. Popularity of E Banking facilities amongst educated

working class.

2.) In our second step, we searched the secondary data andinformation for the project and decided on the products of E

Banking on which we wanted to conduct the survey.

3.) In the third step, we decided the hypothesis for our project.

4.) Then we identified our target population and decided our samplingprocedure, i.e. non- probability sampling.

5.) We researchers decided our data collection method as theQuestionnairemethod.

6.) In our sixth step, we collected the primary and secondary data forour project.

7.) In our next step, we analyzed our questionnaires.

8.) In the last step, we drew interpretations and generalizations

and reached unto the ultimate conclusion.

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SAMPLING METHOD

Sampling is a method wherein some elements of the population areselected to draw a conclusion about the entire population.

The researcher has used convenience sampling technique.

Convenience sampling technique is the least reliable design but

normally the cheapest and easiest to conduct. The researchers havethe freedom to choose whomever they find, thus the name

convenience. E.g. family, friends, neighbors, employees, teachersetc.

SAMPLING PROCESS:-

Area covered: - Borivali to churchgate.

Population of interest: - E-Banking facility used by people in the

age group 25-45 years.

Sampling frame: - Educated/working class

Sample size: - 115

Sampling method: - Convenience sampling.

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DATA COLLECTION

The researcher has collected the data required for research project through

2 ways:-

(A) PRIMARY DATA: Structured Questionnaire

SOURCES OF PRIMARY DATA:

The researchers have obtained data for Questionnaire by using personalinterview, telephone survey and mail survey.

The researchers have acted as enumerators on various occasions.The researchers have used structured type of Questionnaire where in all thequestions are definite, concrete, predetermined and not constructed on thespot.

(B) SECONDARY DATA:

Online Database, Journals, Surveys

Information from authenticated websites.

Other Books.

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Importance of the research

The world is changing at a staggering rate and technology is consideredto be the key driver for these changes around us. An analysis of technology

and its uses show that it has permeated in almost every aspect of our life.Many activities are handled electronically due the acceptance of information

technology at home as well as at workplace. Internet can be seen as a trulyglobal phenomenon that has made time and distance irrelevant to many

transactions. The transformation from the traditional banking towards e-banking has been a leap' change.

A research study is the complete in-depth analysis on a specific area. Sohere we selected the topic as a research ofpopularity of e-banking servicesamong the educated, working class. It is considered extremely importantaspect or service in banking industry.

1. This research study can be very useful in analyzing the market anddemand for the e-banking products.

2. Research study can also give food for thought to the new researchers.

3. Moreover, from educational perspective, a research study can enhancethe critical and analytical thinking of the researchers AND thereforecan enhance the knowledge of the researcher.

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Limitations Of Research

The topic of research is the popularity of E-banking facilities among the

educated, working class.

Mumbai is a vast city with a huge population of educated and employed

people. The number of people using E-Banking facilities in the metro is

enormous. Keeping that in mind, the researcher had various limitations whileconducting the research.

1. Time constraint: - Each and every research process had to be

completed accurately and efficiently within the given time frame.

2. Economical constraints: - the sample size of the researchers is 115

people and the type of sampling methodology undertaken by the

researchers is non-probability convenience sampling. The reason being

economical constraints. It was not possible for the researchers to do

probability sampling and do random selection of sample since time and

money were scarce.

3. The participants comprised a small sample, which can be generalized

across the sector.

4. First time: - Also the researchers were undertaking such a research for

the 1st time in its life. So the final research may have certain mistakes

or loopholes.

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5. However the researchers have tried to make the research report as

authentic as possible.

LITERATURE REVIEW

The researchers have found out secondary data from various researcharticles, research sites and research papers. They are as follows:-

1. Joseph et al. (1999):- He investigated the influence of internet on

the delivery of banking services. The following underlying dimensionsof e-banking service quality such as convenience and accuracy,feedback and complaint management, efficiency, queue

management, accessibility and customization were out.

2. IAMAI report on online banking 2006:- This table states thepercentage of online banking user who havent started online financial

transaction.Table I

% REASONS FOR NOT USING43% Security reasons

39% Prefer face to face

22% Dont know how to use

10% Sites are not user friendly

2% Banks are not providing the facility of internet

banking

68% Cannot say that when they will be starting the

financial transactions through internet.

Report also shows that maximum numbers of online banking users are

male and maximum of them are in age the group of 25-35. Numbers of

female users are very less i.e. 17% only.

3.The Indian Internet Banking Journey:- In 2001, a Reserve Bankof India survey revealed that of 46 major banks operating in India,

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around 50% were either offering Internet banking services at variouslevels or planned to in the near future.

4. Meuter et al. (2000) :- They have identified critical incidents ofcustomer satisfaction and dissatisfaction with technology-based

service encounters. This study aims to determine the levels of riskperception differences among those using Internet Banking and those

not using it.

5. It was found in an online survey that Identity theft worries have increased in

response to recent high-profile security breaches. Most people said they weremore concerned about online identity theft now than they were a few years ago,said Richard Kosinski, who works with Yahoo's advertisers in the financialservices sector

6. THE HINDU BUSINESS LINE

FINANCIAL DAILY FROM THE HINDU GROUP OF PUBLICATION

SUNDAY, FEB 15, 2004

MUMBAI SCORES HIGHEST IN ATM USAGE: SURVEY

This survey was commissioned to understand the

behavioral pattern of ATM card users across the country. In terms ofusage, it was found that ATMs were typically used for cash withdrawal, mini-

statements and balance enquiry. Mumbai scored highest in terms of ATMusage. Survey also found out that there were various complaints or issues

over ATM facilities which include lack of adequate ATM centre. This surveyalso revealed various suggestions which showed lack of awareness andmisconceptions about ATM usage among non users regarding maintaining

high balances to be able to use ATMs.

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DATA ANALYSIS AND INTERPRETATION

Q.1 Which of the following E-BANKING facilities do people use?

Diagram 1

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Table 1

NAMES OF THE FACILITIES TOTALATM 89

DEBIT CARD 62

CREDIT CARD 55

INTERNET BANKING 46

PHONE BANKING 30

MOBILE BANKING 18

TRAVELLERS CHEQUE 8

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ATM

28%

DEBIT CARD

20%CREDIT CARD

18%

INTERNET BANKING

15%

MOBILE BANKING

6%

TRAVELLER'S CHEQUE

3%

PHONE BANKING

10%


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TOTAL 308

As shown in the pie diagram, 29% people of our sample frame uses ATM

facilities whereas debit card is used by 20%, credit card by 18%, internetbanking by 15%, phone banking by 10%, mobile banking by 65 andtravelers cheque by just 2%. This shows that ATM facility is the mostcommonly used E- Banking facility. Travelers cheque is still not popular

among the public.

Q2. Which of these facilities do you use most frequently??

Diagram 2

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Frequently

ATM

35%

DEBIT CARD

14%

CREDIT CARD

25%

INTERNET

BANKING

16%

PHONE BANKING

6%

MOBILE BANKING

2%

TRAVELLER'SCHEQUE

0%

NONE

2%

Table 2

NAME OF THE FACILITIES TOTAL

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ATM 53

DEBIT CARD 21

CREDIT CARD 38

INTERNET BANKING 24

PHONE BANKING 9

MOBILE BANKING 3TRAVELLERS CHEQUE 0

NONE 3

TOTAL 151

From the chart researcher can conclude that ATM facility of E-banking ismore popular among all other facility. Other popular facilities are credit card,

internet banking, debit card, phone banking, and mobile banking. The leastpopular facility is travelers cheque.

Q .3. DO YOU THINK THAT THESE FACILITIES ARE COST SAVING?

Diagram 3

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Table 3

From above diagram we can interpret that majority of people believes that e-banking facilities are cost saving and there are people according to whom

these electronic facilities are costly and not at economical rate. Becausethere are fewer buildings to maintain, and less involvement by salariedemployees, there is a much lower overhead with online banks. Thesesavings allow them to offer higher interest rates on savings accounts and

lower lending rates and service charges. Even traditional brick and mortarbanks offer better deals such as free bill paying services to encourage their

customers to do their banking online.

Q.4 DO YOU THINK THAT THESE FACILITIES ARE TIME SAVING WITHRESPECT TO REDUCED BANK VISITS?

Diagram 4

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YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE

YES 85 115

NO 30 115


25/40

0

20

40

60

80

100

120

YESNO

114

1

Table 4YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE

YES 114 115

NO 1 115

From above diagram we can conclude that most of the people (customers)say that these facilities save their of time and they get results in very

immediate moments. Only 1 person out of 115 is disagreeing with this timesaving factor. Internet banking offers a great deal more convenience than

you could get from a conventional bank. You aren't bound by 'banker's hours'and you don't have to go there physically in your car. Time is not wasted

when you have work to do because you can do your office's banking withoutleaving the office. No matter where you are or what time it is, you can easily

manage your money.

Q5 .Do you think that these e-banking facilities are safe?

Diagram 5

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Table 5

Answers No. of people Total no. of

people

% of people

Always 35 115 31%

Sometimes 67 115 58%

No 13 115 11%

Safety of using the e-banking facilities.

According to the research conducted the researchers have found that 31% ofthe population thinks that these facilities are always safe to use. 58% think

that these facilities are sometimes safe while according to 11% of thepopulation e-banking facilities are not at all safe to use.

Q6. Have you encountered any mishap with the facility you are

using?

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Diagram 6

Table 6

The research shows that 77% of the population who is using the e-banking

facilities have not encountered any mishap while using any e-banking facility.

Whereas 23% have faced some kind of misfortune while using these

facilities.

This shows that the e-banking facilities are mostly safe to use.

Q.7 Would you prefer experimenting with the given facilities apartfrom what you are already using? Yes, then which?

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YES/NO NO. OF PEOPLE TOTAL NO. OF PEOPLE % OF PEOP

YES 27 115 23%

NO 88 115 77%


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Diagram 7(A)

Table 7(A)

YES/NO NO OF YES/NO TOTAL

YES 66 115NO 49 115

From the chart researcher can conclude that most of the people would preferto use other E-banking facilities also that they are not using at present.

Yes, then which??

Diagram 7(B)

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TOTALATM

14%

DEBIT

11

CREDIT CARD

20%

INTERNET

BANKING

21%

PHONE BANKING

9%

MOBILE BANKING

5%

TRAVELLER'S

CHEQUE20%

Table 7(B)

NAMES OF THE FACILITIES TOTAL

ATM 11

DEBIT CARD 9

CREDIT CARD 17

INTERNET BANKING 17

PHONE BANKING 7MOBILE BANKING 4

TRAVELLERS CHEQUE 16

TOTAL 81

From the data obtained researchers can conclude that if people are ready touse any other facility other than what they are using at present then they

would go for credit card and internet banking. Other lesser popular facilitiesare ATM, debit card, and phone banking.

Q8. Whats more convenient to you PERSONAL BANKING or E-BANKING???

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This data is the result of the thoughts and ideas of the respondentssummarized into a more organized form by the researcher.

No of people who said E-banking is more convenient 75

No of people who said Personal banking is more convenient 40

Diagram 8

Table 8

WHAT IS MORE CONVENIENT NO OF PEOPLE % OF PEOPLE

E-banking 75 65 %

Personal banking 40 35 %

TOTAL 115 100%

Whats more convenient to you???

E-banking:-

1. It saves a lot of time. Accounts can be accessed from anywhere with

the help of the World Wide Web.

2. E-banking transactions are much cheaper than branch transactions.

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3. This could turn yesterdays competitive advantage - a large branch

network - into a comparative disadvantage, allowing e-banks to

undercut bricks-and-mortar banks.

4. 24 hours availability.

5. Can be used to access any bank in the world. And you can do

Electronic fund transfer from one account to another of the same or

any another bank. Customers can send money anywhere in India.

6. Much more accessible, affordable, efficient, simple and time-saving as

compared to going to the branch to carry out transaction.

7. Particularly helping for booking online rail, air, cinema tickets in

India.

8. Also for doing shopping at the mall and online shopping.

9. Bill payment service

You can pay electricity, telephone bills, mobile phone, credit card and

insurance premium bills as each bank has tie-ups with various utility

companies, service providers and insurance companies, across the

country.

10. Investing through Internet banking

You can now open an FD online through funds transfer. Now investors

with interlinked demat account and bank account can easily trade in

the stock market.

11. Recharging your prepaid phone

By just selecting your operator's name, entering your mobile number

and the amount for recharge, your phone is again back in action within

few minutes.

12. Previously the ATMs of a specific bank use to provide cash only if the

customer has an account with that bank. But presently if one goes to

an SBI ATM and wants to withdraw money from an HDFC a/c its

possible by paying a nominal fee. This measure was undertaken by

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the RBI since the infrastructure cost of setting an ATM is very high and

the number of people actually using the ATM is comparatively very

low. The customer flow is very low. Hence to reduce the operational

cost of the banks the RBI undertook this measure.

Personal Banking :-

1. Always believed in going to the bank for withdrawal/deposits of money.

2. More inclined towards the traditional approach of banking.

3. Has a personal, emotional touch with the banker. Maintains a loyal

relationship with the baker who has served him for many years.

4. Does not believe in E-banking. Feels that Retail banking is much safer and

secure as compared to E-Banking.

5. Has been subjected to various risks of E-banking such as

a) Transaction/operation risk

b) Credit risk

c) Security risk

d) Money laundering risks

6. General purpose information like interest rates, branch location, bank

products and their features, loan and deposit calculations are provided in

the banks website. There exist facilities for downloading various types of

application forms. The communication is normally done through e-mail.

There is no interaction between the customer and bank's application

system.

7. Consumers mostly use Online banking to check their accounts the

deposits and withdrawals. As such no products (like house loan, car loan,

ULIPS) are brought from the bank website in India.

Q9) SUGGESTIONS FOR E BANKING

The respondents have put forward certain suggestions which have been

summarized into a more organized form by the researcher:-

1.) The number ofATM outlets should be increased for increased usage

and they should be free from technical failures.

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2.) All service charges should be removed from all the facilities.

Eg. When ATM card of a particular bank is used at any other banks

ATM outlet, extra charges are been deducted.

3.) Banks should publicize their e- banking facilities stating theiradvantages to create more awareness among people about these

facilities.

4.) Schemes should be introduced for housewives and middle class to

motivate them to use these facilities.

5.) The technology should be made simpler, user- friendlyand easily

accessible.

6.) In credit card facility, the credit period should be extended beyond

45 days in order to enhance usage.

7.) Each and every e banking consumer should get an e banking

notification through SMS/ E- mail, on carrying out a transaction

using an e- banking facility so that they can have a record of their

transactions.

8.) Efforts should be made to decrease the technical problems and

security issues regarding the e banking facilities.

9.) Scope of credit card can be improved dramatically. ONLINE

SHOPPING ON e-bay etc can be made more popular.

CONCLUSION AND RECOMMENDATIONS

The research showed that the popularity of e-banking facilities has gradually

increased over the years .this shows that our null hypothesis: E Banking

facilities are popular amongst the educated / working class proves to be

true.

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In todays fast moving life people want all the facilities at their maximum

convenience which is provided by the e-banking facilities and this is one of

the reasons for the growing popularity of e-banking facilities. Still a large

proportion of people today refrain themselves from using these facilities due

to the security reasons or their familiarity with personal banking. This means

that the customers usually perceive in conducting transactions electronically

and particularly if the transactions involve money...The research shows that

a few of them have encountered mishaps while using the e-banking

products.

From the research the researchers can also conclude that the ATM facility

provided by the e-banking is the most popular among all categories of

products. Also a few other products such as travelers cheque and mobilebanking are yet to emerge as popular. The research also shows that most of

the people using these facilities view it as time saving and cost saving. A

large part of the population is willing to experiment with a few more e-

banking facilities apart from which they are using. This shows that with the

passage of time people are readily accepting technology. This shows that the

future scenario of the electronic banking is bright and will slowly and steadily

replace a large proportion of people using personal banking facilities.

If proper training is given to customer by the bank employs to open an

account will be beneficial secondly the website should be made friendlier

from where the first time customers can directly make and access their

accounts

The following are the recommendations for increasing the use and popularity

of e-banking facilities:

Give proper training to customers for using i-banking

Create a trust in mind of customers towards security of their accounts

Provide a platform from where the customers can access different

accounts at single time without extra charge.

Make their sites more users friendly.

Customers should be motivated to use I banking facilities more.

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BIBLIOGRAPHY

BOOKS

1) Marketing research by BERRY G.C

2) Marketing Research by Malhotra N.K. , fifth edition

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SITES

1.)(http://www.icmrindia.org/free

%20resources/casestudies/banking1.htm#b1)

2.) www.hdfcbank.com/

3.) www.hsbc.co.in/

4.) www.icicibank.com/

5.) www.yesbank.in/

6.) www.db.com

7.) en.wikipedia.org/wiki/Perceptual mapping

8.)www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pd

en.wikipedia.org/wiki/Multidimensional scaling

REFRENCES

1. Khan, M.S., Mahapatra, S.S. and Sreekumar (2009) Service quality

evaluation in internet banking: an empirical study in India, Int. J. Indian

Culture and Business Management, Vol. 2, No. 1, pp.3046.

2. IAMAI report on online banking 2006

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http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.hdfcbank.com/http://www.hsbc.co.in/http://www.icicibank.com/http://www.yesbank.in/http://www.db.com/http://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.hdfcbank.com/http://www.hsbc.co.in/http://www.icicibank.com/http://www.yesbank.in/http://www.db.com/http://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pd


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3. THE INDIAN INTERNET BANKING JOURNEY - NACHIKET MOR, HEAD OF

ICICI'S

TREASURY, IN MARCH 2000. 1. THE IMPACT OF INTERNET BANKINGSERVICE

QUALITY ON BUSINESS CUSTOMER COMMITMENT*

RESEARCH QUESTIONNAIRE

THIS RESEARCH IS PURELY FOR ACADEMIC PURPOSE

DIRECTIONS TO FILL:

(1) To choose a particular option, select the option and make it bold andunderlined

E.g. ATM ATM

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(2)The purpose behind getting this form filled is to do research about thepopularity of E-Banking facilities

NAME:____________________________________________________

AGE: ______________ AREA: ___________________

CONTACT NO: - ___________________________________________

EMAIL ID: - ______________________________________________

EDUCATION:

SSC

HSC

UNDERGRADUATE

GRADUATE

POST GRADUATE

WORKING: -

EMPLOYED

UNEMPLOYED

Q1. WHICH OF THESE E-BANKING FACILITIES DO YOU USE?

ATM

DEBIT CARD

CREDIT CARD

INTERNET BANKING

PHONE BANKING

MOBILE BANKING

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TRAVELLERS CHEQUE

Q2. WHICH OF THESE FACILITIES DO YOU USE FREQUENTLY (Most used E-Banking Product)?

Ans___________________________________________________________

Q3. DO YOU THINK THAT THESE FACILITIES ARE COST SAVING?

YES

NO

Q4. DO YOU THINK THAT THESE FACILITIES ARE TIME SAVING WITHRESPECT TO REDUCED BANK VISITS?

YES

NO

Q5. DO YOU THINK THESE E- BANKING FACILITIES ARE SAFE/SECURE? ALWAYS

SOMETIMES

NO

Q6. HAVE YOU ENCOUNTERED ANY MISHAP WITH THE FACILITY YOU AREUSING?

YES

NO

Q7. WOULD YOU PREFER EXPERIMENTING WITH ANY NEW FACILITIESAPART FROM WHAT YOU ARE ALREADY USING?

YES

NO

Q8. WHICH IS MORE CONVENIENT FOR YOU TO USE PERSONAL BANKING

OR E BANKING?GIVE REASONS

ANY OTHER SUGGESTIONS (IF ANY):

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THANK YOU!!!

final rmb report

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