Escolar Documentos
Profissional Documentos
Cultura Documentos
ISSN . 0975-5662
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S. Venu Gopal,
M.COM, M.B.A, Assistant Professor,
Department of management studies,
Ramachandra College of Engineering, Eluru (A.P-INDIA)
Abstract:
first
has
industry.
strategic
innovations
choice.
Advancement
Technological
have
always
in
technology
advancement,
leveraged
the
changes
and
standards
of
Explorative
research
methodology
has
been
used
to
Information
can access most of the bank's services from the comfort of our
services, customer.
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by just logging into the banks site and entering your id and
1. INTRODUCTION:
providing
continuing
banking
services.
Moreover
revolution.
it.
1.
2.
Credit Cards,
skip the long queues and the endless wait to get things
3.
Debit Cards,
4.
Smart Cards,
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ISSN . 0975-5662
5.
6.
Mobile banking
7.
Internet banking
8.
Telephone banking.
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1.2BENEFITS OF E BANKING
to
In recent time E-banking has spread rapidly all over the
globe. All Banks are making greater use of E-banking
facilities to provide batter service and to excel in
growth
E-Banking
infrastructure.
There
are
highlighted below:
cost
of
benefits of e banking.
Benefits to Consumers:
General consumers have been significantly affected in a
and comfort.
banking operations.
an online account.
these ATMs
both the general public and the banking industry. This has
such matter.
the country.
electronically
controlled
and
thoroughly
with him.
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2.1 METHODOLOGY:
to
Online
Banking
Association,
member
unauthorized
tables.
risk:
of
transactions
and
context.
It is relevant to refer briefly to the previous studies and
2. OBJECTIVES OF THE STUDY:
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and
accuracy,
feedback
and
complaint
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financial transaction.
Table I
43%
Security reasons
39%
22%
10%
2%
internet banking
68%
customer
satisfaction
and
dissatisfaction
with
Pairot,
2008)
defined
Customers
about online identity theft now than they were a few years
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experience.
banking.
Convenience
complaint
management,
and
accuracy,
efficiency,
feedback
and
accessibility
and
minimum
These
expectations
from
the
transaction.
sale
services,
complaints
handling
process,
Option
Business
Employee
Others
Total
No. of Respondents
21
43
26
100
Percentage
21%
43%
26%
100
Option
Male
Female
Total
No. of Respondents
67
33
100
Percentage
67%
30%
100%
factors
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for
expanding
e-banking.
Younger
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No. of Respondents
12
38
30
20
100
Percentage
12%
38%
30%
20%
100%
Option
No. of Respondents Percentage
Less than 5 times
43
43%
5 to 10 times
35
35%
More than 10 times
22
22%
Total
100
100%
Table 6 shows usage of telephone banking services among
customers. It was found that 43% of the respondents use
telephone banking services less than 5 times per month.
35% of the respondents use 5 to 10 times per month. 22% of
them use more than 10 times per month. Usage of
telephone banking services reveals the awareness about the
customers towards the E banking services.
No. of Respondents
24
38
15
23
100
Percentage
24%
38%
15%
23%
100%
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Percentage
31
24
100
31%
24%
100%
36%
9%
Table 7 represents the reason for visit the bank branch. 36%
of the respondents visit the bank to deposit their cash or
cash equivalents. 9% of the respondents visit the bank
branch to enquire about the bank balance. 31% of the above
visit the bank branch to with draws their amount.
Remaining 24% of the respondents visit the bank branch for
other purposes likes to enquire about the new services of
the bank.
Table -8: Important reasons for opening an Internet bank
account.
To make deposit
To inquire about a
balance
To withdraw cash
Other
Total
No. of
Respondents
36
9
Option
Convenience
Safe and secure
Low service charge
Easy to maintain
Total
No. of Respondents
24
36
27
13
100
Percentage
24%
36%
27%
13%
100%
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No. of
Respondents
39
Percentage
39%
23
23%
24
24%
14
100
14%
100%
Very
important
Neutral
unimportant
Low service
06
05
charge
Bank
06
07
familiarity
Security
12
10
transaction
convenience
11
06
35
28
Total
Table 10 shows the important factors
17
10
23
14
36
The
bank
should
concentrate
on
creating
24
07
37
100
that consider the
and
retirement
benefits
should
be
the
new
customers
towards
internet
banking.
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Total
Percentage
06
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With
better
understanding
of
customers'
7. References
1. Laukkanen, T., Sinkkonen, S. and Laukkanen, P. (2009, p. 111),
Communication strategies to overcome functional and psychological
resistance to Internet Banking, International Journal Information
Management, Vol. 29: 2, pp. 111-118.
2. Laukkanen, P., Laukkanen, T. and Sinkkonen, S. (2008), Consumer
resistance to internet banking: postponers, opponents and rejecters,
International Journal of Bank Marketing, Vol. 26: 6, pp. 440 455.
3. DR MOHAMMED A. T. ALSUDAIRI e-service quality strategy:
achieving customer satisfaction in online banking Journal of
Theoretical and Applied Information Technology 15th April 2012. Vol.
38 No.1
4. Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S.
(2004), Consumer acceptance of online banking:
An extension of the technology acceptance model. Journal of Internet
Research, Vol. 52 No. 2, pp. 67-83.
5. Pairot R. (2008), Members Satisfaction Of Fitness Service Quality :
A Case Study Of California Wow Xperience Public Company Limited,
Presented In Partial Fulfillment Of The Requirements For The Master
Of Arts Degree In Business English For International Communication
At Srinakharinwirot University, October 2008.
6. Shah Ankit (2011) Factors Influencing Online Banking Customer
Satisfaction and Their Importance in Improving Overall Retention
Levels: An Indian Banking Perspective journal of Information and
Knowledge Management ISSN 2224-5758 (Paper) Vol 1, No.1, 2011
7. Balachandher, K.G (2001): Electronic Banking in Malaysia: A Note
on Evolution of Services and Consumer Reactions, Multimedia
University, Malaysia, at http/www.mmu.edu.my
8. The Impact of E-banking on Customer Satisfaction by Ahmad Bello
Dogarawa, Department of Accounting, Ahmadu Bello University, Zaria-
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Nigeria (mpra.ub.uni-muenchen.de/.../The_Impact_of_Ebanking_on_Custo.)
http://www.moneyguideindia.com/an-introduction-to-internet-bankingin-india/
http://www.questionpro.com/a/showSurveyLibrary.do?surveyID=92916
7
http://www.kgsepg.com/project-id/10576-questionnaire-internetbanking
http://kalyan-city.blogspot.in/2011/02/e-banking-online-bankingadvantages-of.html
http://bankingtopia.com/benefits-of-e-banking/
www.google.com
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Annexure
Questionnaire
10. For your choice of an Internet bank, please indicate how
much each of the following factors (were) are important for
you (1- Very Important, 2- Neutral, 3- Unimportant).
1.
Business
Employee
Other: ___________________
2.
Male
Female
3.
4.
5.
6.
to make a deposit
to inquire about a balance
to withdraw cash
other
9.
Less than 5
5 to 10 times
More than 10 times
What is the main reason that you typically visit your bank
branch (please choose the single most important reason)?
8.
Savings account
Salary account
Current account
Other account
How frequently do you use telephone banking services per
month (for example, balance inquiry, fund transfer between
accounts)?
7.
10-20 years
21-30 years
31-40 years
Above 40 years
What was the single most important reason that you chose
this particular bank as your Internet bank? (please choose
one)
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