service quality evaluation on e-banking..hitesh

8/6/2019 Service Quality Evaluation on E-Banking..Hitesh

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Service Quality Evaluation on

E-Banking

Of

Kotak Mahindra Bank

Dharmendra Khairajani

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Flow of the Presentation

Introduction of Company Profile

Introduction of Topic

Literature Review Research Methodology

Data Analysis

Findings & Conclusions

Suggestions

Bibliography

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Introduction of Company

Kotak Mahindra is one of India's leading financial institutions,

offering complete financial solutions that encompass every

sphere of life

The group has a net worth of over Rs. 2,900 corer, employs

around 8,800 people in its various businesses and has adistribution network of branches, franchisees, representative

offices

Satellite offices across 282 cities and towns in India and

offices in New York, London, Dubai and Mauritius. The Group

services around 2 million customer accounts.

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Introduction of Topic

In the India internet banking is a form of self servicetechnology. The numbers of Internet users have increased

dramatically.

But most of them are reluctant to provide sensitive personalinformation to E-banking because they do not trust e-

commerce security in India.

This project investigates the E-Banking Service quality ofKotak bankas well partially we can aware of factors which

are affecting the acceptance of e-banking services among

customers

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Literature Review Liu and Arnett (2000) identified five critical dimensions of online

service quality its include quick response, assurance, follow-upand empathy. Security, correct transaction, customer control on

transaction (personalization), order tracking facilities and privacy

are other important factors in the online service that affect the

customer satisfaction.

Jun and Cai (2001) identified 17 service quality dimensions of E-Banking service quality. These are Reliability, Responsiveness,

Competence, Courtesy, Credibility, Access, Communication,

Understanding the customer, Collaboration, Continuous

improvement, Content, Accuracy, and Ease of use, Timeliness,

Security and divers features. Ravi Mahil, Vidya Sagar (2007) identified five online service

quality dimensions (responsiveness, reliability, competence,

access and security) and their relationships with the customer

satisfaction.

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(Hans H. Bauer, Maik Hammerschmidt

and Tomas Falk March 2004)

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Research Objective

Primary Objective

Service Quality evaluation in the E-banking.

Secondary Objective Important parameters for service quality from Customer

perspective.

To check what are need of the customer at the time of using E-banking ofKotak Bank.

To understand the key driver of the E-banking growth

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Research Design

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Descriptive Study (Concern with finding)-

For Study Purpose. The Questionnaire is dividend in to three

part of gathering detail. Second part of the to getting detail of

the all the factor consider as service quality.

Last part of the questionnaire is used for the demographic

detail of the customer.

Rating Scales are use in like Dichotomous, Single Response

scales, Multiple-Response Scale, Likert Scale-Summated

Rating


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Sampling Technique

Non-Probability Convenience sampling in this study to easy

and to get less expensive data and accurate data collection.

I have chosen the elements to be included because customerbelieves they are the representatives.

Its easy to find the customer who had use or will use internet

banking service.

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Sample Size

A customer and employee of the bank whos having at list 0-6

year experience of the E-Banking for the same use by me.

In Ahmedabad area and its all the customer of some specificarea to conduct this detail of the study.

Out of 250 customer there are 46 customer profile and detail

are missing and not complete to evaluate them so its notconsiders in the study

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Data Collection Method

Customers with at least 0-6 months of experience in E-banking

in Ahmedabad are identified by visiting retail branches/ATM

branches of banks.

All the Data are collected on the base ofPrimary with the

help of the Questionnaire.

All the questions are bifurcate into the seven dimensions and

then after data collections and analyses are done from excel

2007 software.

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Dimensions/Variable Variable Define/Dimensions

Reliability (X1) V-1 Information which is provides you is accurate

V-2 E-bank of bank site which you are open is properly open for use

V-3 Information and other detail which is share on site is easy to understand

Accessibility (X2)

V-4 Can you use easily all the information which is share on the site

V-5 Rate your satisfaction level with your bank technology in E-banking

V-6 Do you agree your bank approaches to you by site

User-friendliness

(X3)

V-7 E-banking language is easy to understand for your use

V-8

Does your bank provide your all the information regards your transaction and service

which your taken

V-9 How would your rate your bank support for your personal requirement

Privacy/security (X4)

V-10 How do your rate about your privacy of account

V-11 Is your e-bank secure for your any transactions

V-12 Does your bank provide site security alerts on your accounts

Efficiency (X5)

V-13 Is your e-bank easy to navigate and simple to useV-14 How do you rate your bank account (Login/Logout) access speed

V-15 How do you rate that to find policy and its statement on your e-bank

Responsiveness (X6)

V-16 How do you rate that the bank take care problems properly

V-17 How do you rate that personnel knowledge and the skills

V-18 Rate your satisfaction level to interact with Customer service representative at your bank

V-19 How your rate your e-bank performs the service right at the first time


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Data Analysis

Answer Response Percentage

Male 181 89

Female 24 12

Total 205 100

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Demographic Profile


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Data Analysis

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Correlations between each dimension

Dimensions (X1) (X2) (X3) (X4) (X5) (X6) (X7)

(X1) 1

(X2) **0.71 1

(X3) **0.37 **0.091 1

(X4) **0.38 **0.28 **0.64 1

(X5) **0.06 *0.081 **0.39 **0.44 1

(X6) **-0.2 *0.018 *0.022 *0.265 *0.015 1

(X7) **-0.19 *0.066 **-0.13 **0.48 **-0.18 *0.751 1

* Correlation is significant at the 0.05 level (2-tailed).

** Correlation is significant at the 0.01 level (2-tailed).


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Important Dimensions of Respondent

Mean

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Relationship between overall service

quality

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Note: - R Square = 93.38%, Adjusted R Square = 96.64%

Independent Variable Coefficients Standard Error T-Stat P-Value

Constant Zero 1.661 0.577 7.680 0.000

Reliability (X1) 0.613 0.244 3.740 0.003

Accessibility (X2) -0.155 0.073 -2.777 0.021

User-friendliness (X3) -0.103 0.076 -2.255 0.005

Privacy/security (X4) 0.032 0.021 1.669 0.066

Efficiency (X5) -0.012 0.023 -2.665 0.004

Responsiveness (X6) 0.865 0.038 38.266 0.001

Fulfillment (X7) 0.895 0.014 0.693 0.587


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Findings

Reliability (X1), Accessibility (X2), User-friendliness (X3),Efficiency (X5), Responsiveness (X6) are influence the servicequality of E-banking

Privacy/security (X4), Fulfillment (X7) are the need to

improve the quality of the service from the bank side.

It to make security and fulfillment are the first priority for theE-banking service at the Bank.

In compare to all the dimensions responsiveness are moreinfluence the service quality.

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Customers are satisfied with the reliability of the servicesprovided by the bank.

They are not very much satisfied with the dimension User

friendliness

The result indicates that the two dimensions, viz.Privacy/Security and Fulfillment are not contributing

significantly towards the overall service quality.

In the E-banking should focus on the Privacy and Fulfillment

of the customer. In the extended of this study can be made on the Bank

perspective.

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Conclusion


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Recommends of my study is to the bankers and the service

designers to develop their service and service futuresaccording to the demographic profile of the customers and

expected to new customers and the based on the

7dimensions.

Bank should enhance their services according to expectations But dont ignore expectation of the elders and forget the

privacy and security of the account.

On the time of research I had seen that there are low literate

people had facing problem on the basis of the E-banking use

so it should be design to consider to them.

Focus on the Security and Privacy of the account and its

details.

According to the expectations of the customer company had to

develop the E-banking to compete in this world. 20

Suggestions


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Limitations

Small Sample size may not represent the all the populations.

Its can be include the many other questions and dimensions.

It can be make as Bank perspective.

It can be done as the state or country wise.

Data are collected Ahmedabad city only.

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Bibliography Dr. Shapoor Zarei United Arab, Emirates (December 2010) Electronic Service

Quality Evaluation Methods for Online-Banking System.

Arunachalam, L. and Sivasubramanian, M. (2007) The future of Internet Banking inIndia Academic Open Internet Journal, Vol. 20

Mahmood H Shah (2005) Survey of Critical Success Factor in e-Banking

Hanna-Maija, Vainio (2006) Article on Internet Banking and Customer Acceptance

Parasuraman, A., Zeithaml, V.A and Berry, L.L. (1988)SERVQUAL: A multipleitem scale measuring consumer perceptions of service quality, Journal of Retailing,Vol. 64, No. 1

http://www.internetworldstats.com/asia/in.htm/AsiaInternetStats/Site

Links/India http://aboutus.kotak.com/kotak-mahindra-group/our-story.html

http://www.moneycontrol.com/kotakmahindrabank/board-of-directors/KMBL

www.acadjournal.com

www.kotak.com

http://www.xycoon.com/descriptivestatistics.html

http://www.inderscience.com GIM_Ghandhinagar 22

service quality evaluation on e-banking..hitesh

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