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Bipul customer perception-towards-internet-banking Document Transcript

  • 2. TABLES PAGE NO.TABLE1……………………………………………………..15TABLE2……………………………………………………..15TABLE3……………………………………………………..17TABLE4……………………………………………………..18TABLE5……………………………………………………. 19TABLE6……………………………………………………. 20TABLE7……………………………………………………..22TABLE8………………………………………………….….27TABLE9………………………………………….….………27FIGUREFIGURE1…………………………………………………….14FIGURE2…………………………………………………….16FIGURE3…………………………………………………….17FIGURE4…………………………………………………….18FIGURE5…………………………………………………….20FIGURE6…………………………………………………….21FIGURE7…………………………………………………….22FIGURE8…………………………………………………….26 2|Page
  • 3. INTRODUCTIONA Case study to analyse the effects of consumer risk perception whilepurchasing services through internet- A case study of Banking Sector.What is bank?A banker or bank is a financial institution whose primary activity is to act as a paymentagent for customers and to borrow and lend money. It is an institution for receiving,keeping, and lending money.What is online Banking?Online banking (or Internet banking) allows customers to conduct financial transactionson a secure website operated by their retail or virtual bank, credit union.Need for internet banking: One has to approach the branch in person, to withdraw cashor deposit a cheque or request a statement of accounts. In true Internet banking, anyinquiry or transaction is processed online without any reference to the branch (anywherebanking) at any time. Providing Internet banking is increasingly becoming a "need tohave" than a "nice to have" service. The net banking, thus, now is more of a norm ratherthan an exception in many developed countries due to the fact that it is the cheapest wayof providing banking servicesBanks have traditionally been in the forefront of harnessing technology to improve theirproducts, services and efficiency. They have, over a long time, been using electronic andtelecommunication networks for delivering a wide range of value added products andservices. The delivery channels include direct dial – up connections, private networks,public networks etc and the devices include telephone, Personal Computers including theAutomated Teller Machines, etc. With the popularity of PCs, easy access to Internet andWorld Wide Web (WWW), Internet is increasingly used by banks as a channel forreceiving instructions and delivering their products and services to their customers. Thisform of banking is generally referred to as Internet Banking, although the range of 3|Page
  • 4. products and services offered by different banks vary widely both in their content andsophistication.India’s banking sector is growing at a fast pace. India has become one of the mostpreferred banking destinations in the world. The reasons are numerous: the economy isgrowing at a rate of 8%, Bank credit is growing at 30% per annum and there is an ever-expanding middle class of between 250 and 300 million people (larger than thepopulation of the US) in need of financial services. All this enables double-digit returnson most asset classes which is not so in a majority of other countries. Foreign banks inIndia achieving a return on assets (ROA) of 3%, their keen interest in expanding theirbusinesses is understandable – even more so when compared with the measly 1% averageROA for the Top 1000 banks in the world.From the perspective of banking products and services being offered through Internet,Internet banking is nothing more than traditional banking services delivered through anelectronic communication backbone, viz, Internet. But, in the process it has thrown openissues which have ramifications beyond what a new delivery channel would normallyenvisage and, hence, has compelled regulators world over to take note of this emergingchannel. Some of the distinctive features of i-banking are:1. It removes the traditional geographical barriers as it could reach out to customers ofdifferent countries / legal jurisdiction. This has raised the question of jurisdiction of law /supervisory system to which such transactions should be subjected,2. It has added a new dimension to different kinds of risks traditionally associated withbanking, heightening some of them and throwing new risk control challenges,3. Security of banking transactions, validity of electronic contract, customers’ privacy,etc., which have all along been concerns of both bankers and supervisors have assumeddifferent dimensions given that Internet is a public domain, not subject to control by anysingle authority or group of users,4. It poses a strategic risk of loss of business to those banks who do not respond in time,to this new technology, being the efficient and cost effective delivery mechanism ofbanking services. 4|Page
  • 5. 5. A new form of competition has emerged both from the existing players and newplayers of the market who are not strictly banks.Why this research: An analysis of the differences in risk perceptions between bankcustomers using Internet Banking and those not using Internet Banking was done and itshowed that risk perceptions in terms of financial, psychological and safety risks amongcustomer not using the internet was more meaningful than those using internet banking.Customers not preferring to use internet banking thought that they would be swindledwhen using this service, and therefore, are particularly careful about high risk expectationduring money transfers from and between accounts. Only 37% of Indian Internet userscome from Top 10 cities i.e. Mumbai, Bangalore, Delhi, Calcutta, Chennai, Pune,Hyderabad, Ahmedabad, Surat and Nagpur. As per IAMAI and I-cube, the number ofactive Internet user (i.e. ones who logon to Internet atleast once a month) is now 32million and numbers who have used Internet atleast once stands at 46 million. Maximumof the person who are going on for internet banking lies in the age bracket of 26-35. butthe rise in the age the level of users become low.Approximately 17% of female use internet banking. This a matter of concern for a bankswhat are the causes why this is happening. Although many major banks have startedoffering i-banking services, the slow pace will continue until the critical mass is achievedfor PC, internet connections and telephones. However, the upsurge of IT professionalswith growing demands is pressuring the government and bureaucracy in the country tosupport and develop new initiatives for a faster spread of i-banking. But then to there is afear in mind of customer using internet as a medium for the banking transaction. Private and foreign banks are trying to turn more and more customer towards theusage if internet for the banking transaction. This study is basically to know the relationof various independent variables on the customer usage of internet for banking.The remarkable development of the Internet has drastically expanded the shopping spacefor a number of consumers. According to a Fast Company survey, Internet buyers as apercentage of all Internet users grew from just 19 percent in 2001 to 71 percent in 2010.Not only has Internet shopping created a new marketing provider that meets consumerneeds and wants, but it has changed the consumer shopping culture with "click" shopping 5|Page
  • 6. and ease of information searches for product or service buying. Nevertheless, unliketraditional commerce, e-commerce involves various risks (e.g., product performance,credit card information) that consumers perceive and thus consumers are engaging in riskreduction behaviors based on a wealth of information.Many consumers today, regardless of their intention, are exposed to a great amount ofinformation through both off-line and on-line advertising. Providing effective informationin online environments can reduce consumer search costs and lead to consumers makingoptimal purchasing decision. The several information resources - particularly brand,word-of-mouth, and customized information-act as guides that can reduce risk andfacilitate consumer choice. In particular, the information in new purchase situations is farmore important for first-time customers than for existing customers.Despite the assumption that pre-purchase information can lower a consumers risk,existing research on consumer behavior on the Internet has focused on Internetpurchasing or on information searching through the Internet. pre-purchase information isa crucial tool because it reduces consumer risk, increases brand comprehension, and helpsconsumer make a brand choice. 6|Page
  • 7. RATIONAL OF STUDYRisk perception and consumer stress are two important factors that firms have to take intoconsideration since they are important parts of consumer behavior. Although riskperception concept has been analyzed in various studies, consumer stress andrelationships between risk perception and consumer stress have not been researched inmarketing literature. To illuminate the issue, present study scrutinizes consumer riskperception, stress and relationships between these two terms. To reach this target, initialdata were collected by survey forms which are designed to measure risk perception andstress level of banking consumers . Moreover collected data were analyzed by statisticalmethods namely correlation analysis and t-tests. As a result, time risk perception,physical risk perception and psychological risk perception determined as factors whichincrease consumer stress meaningfully in banking sector 7|Page
  • 8. LITERATURE REVIEWIn India still there is lack of users for internet as a medium for banking purpose, but thebanking system are upgrading and bringing many electronic banking medium forcustomers so that banking can be made more convenient.Joseph et al. (1999) investigated the influence of internet on the delivery of bankingservices. They found six underlying dimensions of e-banking service quality such asconvenience and accuracy, feedback and complaint management, efficiency, queuemanagement, accessibility and customization. Jun and Cai (2001) identified 17 servicequality dimensions of i-banking service quality. These are reliability, responsiveness,competence, courtesy, credibility, access, communication, understanding the customer,collaboration, continuous improvement, content, accuracy, ease of use, timeliness,aesthetics, security and divers features. They also suggested that some dimensions suchas responsiveness, reliability and access are critical for both traditional and internetbanks. Jayawardhena (2004) transforms the original SERVQUAL scale to the internetcontext and develops a battery of 21 items to assess service quality in e-banking.From the provider perspective, there are target quality and delivered quality. The focus ofprocess- or supply-led quality definition is rather internal than external, and it is definedas conformance to requirements. It lays emphasis on the importance of the managementand the supply-side quality, and there is an important role of the process in determiningthe quality of outcome (Ghobadian, 1994). Achieving the quality of conformancebetween the planned (target) quality level and the real quality delivered to customersdepends on the service quality management system in an organization. IAMAI report on online banking 2006. 43% of online banking user haven’t startedonline financial transaction because of security reasons, 39% haven’t started because theyprefer face to face, 22% haven’t started because they don’t know how to use, for 10%sites are not user friendly and for 2% banks are not providing the facility of internet 8|Page
  • 9. banking. According to research 68% of the customers can not say that when they will bestarting the financial transactions through internet.Maximum numbers of online banking users are male and maximum of them are in agethe group of 25-35. Numbers of female users are very less i.e. 17% only. More than 60%of the people who are having account with have accounts in 3-4 banks.Only 37% of Indian Internet users come from Top 10 cities i.e. Mumbai, Bangalore,Delhi, Calcutta, Chennai, Pune, Hyderabad, Ahmedabad, Surat and Nagpur. Another dayand another number. As per IAMAI and I-cube, the number of active Internet user (i.e.ones who logon to Internet atleast once a month) is now 32 million and numbers whohave used Internet atleast once stands at 46 million.The Indian Internet Banking Journey In 2001, a Reserve Bank of India surveyrevealed that of 46 major banks operating in India, around 50% were either offeringInternet banking services at various levels or planned to in the near future. According to aresearch report,( India Research, Kotak Securities, May 2000.) while in 2001, IndiasInternet user base was an estimated 9 lakh; it was expected to reach 90 lakh by 2003.Also, while only 1% of these Internet users utilized the Internet banking services in 1998,the Internet banking user base increased to 16.7% by mid- 2000.Meuter et al. (2000) have identified critical incidents of customer satisfaction anddissatisfaction with technology-based service encounters. Given that business-to-businesstransactions are the fastest growing segment of technology-driven services (Hof, 1999);Meuter and his colleagues (2000) suggested investigating what drives business customersatisfaction or dissatisfaction with technologydriven services. According to Gönroos(1982), customers distinguish the quality of customer interactions that take place duringservice delivery (functional quality) and the quality of the outcome the customer receivesin the service encounter (technical quality).Customers perceive the quality of services of Internet banking based on the performanceof online delivery systems – not on the processes in which the delivered service isdeveloped and produced. Because customers perceive Internet banking service quality 9|Page
  • 10. based on relatively standardized outcomes determined by online systems, customerattitudes toward that outcome reflect overall quality of services deliveredCustomers usually perceive risks in conducting transactions electronically andparticularly if the transactions involve money. Risk perception can be of six differenttypes: time risk, finacial risk, performance risk, psychological risk andsafety/confidentiality risk. It is generally considered that risk perception could be higherfor electronic banking services. This study aims to understand extent to which whetherthis is consideration is valid as well as to determine the levels of risk perceptiondifferences among those using Internet Banking and those not using it. RESEARCH OBJECTIVE 10 | P a g e
  • 11. Findings indicate that missing information can affect buyers tastes and purchasedecisions made subsequently. Perhaps the findings of the current project might offergreater insight (e.g., correlation between consumer perceptions and pre-purchaseinformation) to e-marketers and e-marketing researchers about the role of pre-purchaseinformation in management and e-commerce. (1) To Uncertainty as to buying goals. (2) To several purchases (product, brand, model, etc.) best matches the buying goals. (3) To Possible adverse consequences if the purchase is made (or not made). RESEARCH METHODOLOGY 11 | P a g e
  • 12. RESEARCH TYPEWe use descriptive research and exploratory research design in our studies. Descriptiveresearch is also called Statistical Research. The main goal of this type of research is todescribe the data and characteristics about what is being studied. The idea behind thistype of research is to study frequencies, averages, and other statistical calculations.Although this research is highly accurate, it does not gather the causes behind a situation.Descriptive research is used to obtain information concerning the current status of thephenomena to describe "what exists" with respect to variables or conditions in a situation.Here we also tried to find out the main cause why there is perceptual blocking of theIndian customers towards internet banking. The methods involved range from the surveywhich describes the status quo, the correlation study which investigates the relationshipbetween variables, to developmental studies which seek to determine changes over time. • Statement of the problem • Identification of information needed to solve the problem • Selection or development of instruments for gathering the information • Identification of target population and determination of samplingprocedure • Design of procedure for information collection • Collection of information • Analysis of information • Generalizations and/or predictionsDATA COLLECTION Primary Data: Structured Questionnaire Secondary Data: Online Database, Journals, SurveyResearch hypothesis is define as followNull Hypothesis(Ho): there is a negative impact of risk perception. 12 | P a g e
  • 13. Alternative Hypothesis(H1): there is a positive impact of risk perception.SAMPLINGWe have used convenience sampling technique. It is also called haphazard or accidentalsampling. Members of the population are chosen based on their relative ease of access.To sample friends, co-workers, or shoppers at a single mall, are all examples ofconvenience sampling. Sometimes called grab or opportunity sampling, this is themethod of choosing items arbitrarily and in an unstructured manner from the frame.Though almost impossible to treat rigorously, it is the method most commonly employedin many practical situations. Sample Unit: NCR Internet Users (for banks) Sample Technique: Convenient sampling Sample Area: NCR Sample Size: 150TOOLS Statistical : SPSS Techniques : MDS and Multiple Regression DATA ANALYSIS AND INTERPRETATION 13 | P a g e
  • 14. Q1) Are you user of internet? age own a internet don’t have internet 18-25 27 3 26-35 51 1 36-45 20 2 46-60 8 4 61-+ 1 3 Table 1 Figure1Interpretation-From the above interpretation we can say that age group between 18-25 owna internet of 27%while % who don’t own an internet is 3%, similarly %between 26-35 own an internet of 51% while 1 %don’t own internet, 36-45own an internet of 20% while 2%don’t own, 46-60 own 8%internet while4% don’t own, 61and above own 1 %internet, 3%don’t own. Finally we cansee that age group 26-35 own maximum % of internet. 14 | P a g e
  • 15. Q2) Since how long you are using internet? a) less then a month b) 1 to 6 months c) 6 to 12 months d) More than a year age A) less then a month A) 1 to 6 months A) 6 to 12 months 18-25 3 2 12 26-35 0 0 15 36-45 0 3 0 46-60 0 2 8 61-+ 1 3 0 Table 2 Figure2Interpretation 15 | P a g e
  • 16. From the above interpretation we can say that all the younger have beenusing internet since last one year but age group between 36-45, 46-60and 61and above have started using internet in recent . finally we can the agegroup between 26-35 are the maximum users of the internet .Q3) Frequency of visiting your bank branch per month? a) Less than 1 b) 1 to 3 times c) 3 to 8 times d) 8 to 12 times e) over 12 times Age <1 1 to 3 3to8 8to12 12+ 18-25 11 14 10 3 2 26-35 4 1 3 8 26 36-45 2 3 2 4 5 46-60 4 8 2 2 1 61-+ 5 0 0 0 1 Table3 16 | P a g e
  • 17. Figure3InterpretationFrom the above inerpretation we can say that in comparison to all the aboveage groups maximum no. of time that is being visited to the bank is of agegroup between 26-35 that’s is around 12 times in a month .Q4) the main reason that you typically visit your bank branch (please choose the singlemost important reason)? a) to make a deposit b) to get advice for investment options c) to inquire about a balance d) to withdraw cash e) other age deposit Advice balance withdrawal Others 17 | P a g e
  • 18. 18-25 10 8 13 7 2 26-35 10 4 7 17 4 36-45 3 0 4 7 2 46-60 4 4 5 4 0 61-+ 1 0 2 3 0 Table 4 Figure4InterpretationFrom the above interpretation we can say that the reason for visiting bankmaximum no. of time is basically is for the cash withdrawl that to is done bythe agr group between 26-35 that is of 17.Q5) the e-banking facilities provided by your bank? 18 | P a g e
  • 19. • ATM • Online banking • Telephone banking • Mobile banking • SMS bankingage Atm online telephone Mobile Sms18-25 20 21 12 15 2526-35 10 29 14 18 3036-45 2 16 2 15 1246-60 14 25 2 2 1461-+ 5 2 2 2 5 Table 5 Figure5 19 | P a g e
  • 20. InterpretationFrom the above itnerpretation we can say that all the above age gropus saysthat the mostly all the facilites is provided by their banks wheteher it be atmonline, telephone , mobile expcept to the person who belong to the agegroup of 61 and above .Q6) what banking services do you use which your Internet bank offers? (Please check allyou are currently using) • Seeking product and rate information • Calculate loan payment information • Download loan applications • Download personal bank transaction activity. • Check balances on-line • Apply for consumer loans or credit cards online • Inter-account transfers • On-line bill payments • Others • Table 6 20 | P a g e
  • 21. Figure6InterpretationFrom the above interpreatation we can that the perosn use internet bankoffers basically for seeking product and rate information and seconly forchecking balance and then they use for to download loan information ,thento dowmload personal bank transaction activities .Q7) what was the single most important reason that you chose this particular bank asyour Internet bank? (Please choose one) • I have a traditional bank account with the same bank • The brand name of the bank • The excellent service offered by this bank 21 | P a g e
  • 22. • Others Table 7 Figure7InterpretationFrom the above interpretation we can say that the reason for choosingparticular bank for internet bank account is beacause of the excellentservices offered by the bank and second most improtant reason is that ofbrand name of the bank .MDSAfter filling up the 63 column and 120 rows of SPSS data we get the table of responses of120 respondents’ perception about our 6 brands and their 9 attributes. We calculate the 22 | P a g e
  • 23. weighted mean of every column and finally we get the 6*10 matrix form of ourweighted mean MDS data, which would be input to SPSS for final MDS output. The6*10 matrix is given below-Parameters detuch hdfc citibank icici hsbc yesbankAccessib 2.8800 3.4179 3.4706 3.2791 3.4051 2.8545Account 2.9517 3.5385 3.5550 3.2532 3.3819 2.8824Bank ser 4.2475 3.6963 3.5468 3.9609 4.0975 2.7358Convenie 2.8101 3.5365 3.8282 2.8101 3.4356 2.7734design 3.2441 3.8142 3.5550 3.0222 3.1170 2.7429Encourag 2.6790 3.2791 3.5385 2.8698 3.4051 2.7836Location 3.2687 3.2574 3.1222 2.9707 2.8500 2.4000Training 2.1745 3.2791 3.7123 2.6493 3.3490 2.4468user fri 3.8692 2.7087 3.3544 2.6238 3.4051 2.9401The Lower Triangular matrix Raw (unscaled) Data for Subject 1 1 2 3 4 5 1 .000 2 2.172 .000 3 2.393 .932 .000 4 1.511 1.407 1.937 .000 5 1.786 1.163 .954 1.361 .000 6 2.061 2.264 2.475 1.540 2.146 6 23 | P a g e
  • 24. 6 .000The index of fit or R-square and stress should be measured. Thus R-square indicatesgoodness of fit, whether stress value represents badness of fit. So for any research highervalue of R-square and lower value of Stress is expected. The high R-square valuerepresents MDS model is well fitted with the given problem. In our case, Stress = .01817 RSQ = .99785 Youngs S-stress formula 1 is used. Iteration S-stress Improvement 1 .02311 2 .01992 .00319 3 .01838 .00154 4 .01698 .00139 5 .01564 .00134 6 .01434 .00130 7 .01327 .00107 8 .01266 .00061 Iterations stopped because S-stress improvement is less than .001000 Stress and squared correlation (RSQ) in distances For matrix Stress = .01817 RSQ = .99785 24 | P a g e
  • 25. Configuration derived in 2 dimensions Stimulus Coordinates DimensionStimulus Stimulus 1 2 Number Name 1 detuch 1.1537 1.4040 2 hdfc -1.0363 -.3486 3 CITIBANK -1.5704 -.1294 4 ICICI .5452 -.0590 5 HSBC -.7060 .3541 6 yesbank 1.6138 -1.2210 Optimally scaled data (disparities) for subject 1 1 2 3 4 5 1 .000 2 2.800 .000 3 3.126 .577 .000 4 1.590 1.590 2.126 .000 5 2.126 .890 .890 1.318 .000 6 2.665 2.800 3.366 1.590 2.800 6 25 | P a g e
  • 26. 6 .000 Derived Stimulus Configuration Euclidean distance model 1.5 detuch 1.0 0.5 HSBC Dimension 2 ICICI 0.0 CITIBANK hdfc -0.5 -1.0 yesbank -1.5 -2 -1 0 1 2 Dimension 1 Figure8As we can detuch bank is leading in both d dimensions where as there is a competitionbetween HSBC Citibank and hdfc. But the least is among the yesbank. Icici bank is closeto positive response but here we can see that there is some areas where the bank has towork on to improve. 26 | P a g e
  • 27. For your choice of an Internet bank, please indicate how much each of the followingfactors (were) are important for you:MEAN OF ALL RANKS Statistics Convenience Curiosity Rates Safe Charge transaction shoppingN Valid 120 120 120 120 120 120 120 Missing 0 0 0 0 0 0 0Mean 3.1083 2.9333 2.9667 2.9833 2.7083 2.9250 2.5083 Table 8BY THIS WE CAME TO KNOW THAT PEOPLE USING INTERNET BECAUSE OFCONVINENCE ARE MOE AND LESS BECAUSE O SHOPPING.The main reasons that you have not opened an Internet bank account yet? (Check all thatapply) Statistics NEVERHR SECURIT CHECKFIRS NOTAVALIAB D Y TIME DNTWNT T L OTHERSN Valid 30 30 30 30 30 30 30 Missing 0 0 0 0 0 0 0Mean 3.0000 3.3333 2.6000 3.1333 2.5000 2.9333 2.6000 Table 9Security is the main reason why people are not opening the internet bank acounts whereas the second highest goes to they don’t want to try new thing. 27 | P a g e
  • 28. CONCLUSION AND RECOMMENDATIONSThere is still a lot needed for the banking system to make reforms and train therecustomers for using internet for there banking account. Going through the survey themain problem lies that still customer have a fear of hacking of accounts and thus donot go on for internet banking. Banks are trying there level best by providing the bestsecurity options to the customers but then to there is lot of factors which betrays acustomer from opening an internet bank account.Banks are providing free internet banking services also so that the customers can beattracted. By asking the bank employs we came to know that maximum numbers ofinternet bank account holders are youth, business man and HNI’s.If proper training should be given to customer by the bank employs to open anaccount will be beneficial secondly the website should be made friendlier from wherethe first time customers can directly make and access there accounts.We can see the time is changing and we he passage of time people are acceptingtechnology there is still a lot of perceptual blocking which hampers the growth it’s thenormal tendency of a human not to have changes work on the old track, that’s alsoone of the reason for the slow acceptance of internet banking accounts. • Give proper training to customers for using i-banking • Create a trust in mind of customers towards security of there accounts • Provide a platform from where the customers can access different accounts at single time without extra charge. • Make there sites more users friendly. • Customers should be motivated to use I banking facilities more. 28 | P a g e
  • 29. LIMITATIONS AND FUTURE RESEARCHThe research reported here has admitted limitations. Because the study was focused onconsumers perceived information about Internet sites, the findings may not begeneralizable to the many types of e-stores in e-commerce. Also, consumers often carryout information searches for themselves to supplement pre-purchase information searchsuch as brand reputation, word-of-mouth, and customized information. In particular, weoverlooked other sources regarding risk perceptions: namely, communities, bulletinboards, 3-D advertisings, and so forth. Many customers may be interested in them andjoin voluntarily. Through these experiences, customers can perceive risks regarding thepurchase of products or services. Finally, interaction impacts that can influence consumerperceptions such as satisfaction, trust, and loyalty are insufficient because they cansignificantly affect consumer perceived risk. Nevertheless, despite its limitations, thisempirical research has shown that consumer perceived risk is closely affected byconsumer pre-purchase information associated with product purchase through e-commerce.Future research should focus on how interaction between pre-purchase information andpost-purchase information influences consumer purchase decisions because post-purchase information processing based on the purchase performance may differconsiderably from pre-purchase information processing. Theoretically, having founddifferences in the pre- and post-purchase information processing stages, this providesencouragement to investigate in more detail changes in risk perception and reductionthroughout the whole consumer decision process. Without a doubt such interaction willhave a profound effect over time on brand success and consumer satisfaction with the e-commerce experience. Accordingly, it is hoped that future research will produce atheoretical framework for the relationships among information, perceived risk, and onlineconsumer behavior 29 | P a g e
  • 30. BIBLOGRAPHYBOOKS 1) Marketing research by BERRY G.C ., seventh edition 2) Marketing Research by Malhotra N.K. , fifth editionSITES( Khan, M.S., Mahapatra, S.S. and Sreekumar (2009) ‘Service quality evaluation ininternet banking: an empirical study in India’, Int. J. Indian Culture and BusinessManagement, Vol. 2, No. 1, pp.30–46.2. IAMAI report on online banking 2006 3. The Indian Internet Banking Journey - Nachiket Mor, Head of ICICIs Treasury, in March 2000. 1. The Impact Of Internet Banking Service Quality On Business Customer Commitment 30 | P a g e
  • 31. QUESTIONNAIREName …………………………………………………………………..Age 18-25__ , 26-35__, 36-45__, 46-60__, 60 +____Gender - MALE FEMALEOccupation …………………………………………………………….2) Are you user of internet? a) Yes b) No3) Since how long you are using internet? a) less then a month b) 1 to 6 months c) 6 to 12 months d) More than a year4) Frequency of visiting your bank branch per month? a) Less than 1 b) 1 to 3 times c) 3 to 8 times d) 8 to 12 times e) over 12 times 31 | P a g e
  • 32. 5) The main reason that you typically visit your bank branch (please choose the single most important reason)? a. to make a deposit b. to get advice for investment options c. to inquire about a balance d. to withdraw cash e. other6) The e-banking facilities provided by your bank? a) ATM b) Online banking c) Telephone banking d) Mobile banking e)SMS banking6) The e-banking services you use provided by the bank? a) ATM b) Online banking c) Telephone banking d) Mobile banking e) SMS banking 32 | P a g e
  • 33. QUESTIONNAIRE 2 for uses internet banking service a) What is the name of bank you have an Internet bank account with? ________ b) What are the most important reasons you opened an Internet bank account? (Please prioritize the following list in the order of importance. c) Convenience (24 hours service, anywhere connectivity) ______________ d) Curiosity______________ e) Better rates______________ f) Safe and secure______________ g) Low service charge______________ h) Easy to maintain my banking transaction activity______________ i) Online shopping ___________________Q1- What banking services do you use which your Internet bank offers? (Please check allyou are currently using) a) Seeking product and rate information b) Calculate loan payment information c) Download loan applications d) Download personal bank transaction activity. e) Check balances on-line 33 | P a g e
  • 34. f) Apply for consumer loans or credit cards online g) Inter-account transfers h) On-line bill payments i) OthersQ 2-What was the single most important reason that you chose this particular bank asyour Internet bank? (please choose one) a) I have a traditional bank account with the same bank b) The brand name of the bank c) The excellent service offered by this bank d) OthersQ 3- In addition to your Internet bank account, do you also have a traditional bankaccount? a) Yes b) NoQ 4- Rank the following brands on the scale of 1-5scale 1 - Very poor 2 - Poor 3 - Good 4 - Average 5 - Best 34 | P a g e
  • 35. PARAMETERS / HDFC DEUTSCHE CITIBANK ICICI HSBC YESBRANDS BANKBank serviceAccount securityAccessibilityConvenienceTraining to usebanking servicesEncouragecustomer to use e-bankingLocationCustomer RelationManagementUSERFRIENDLINESS QUESTIONNAIRE 2 for non internet banking user 35 | P a g e
  • 36. Q 1- The main reasons that you have not opened an Internet bank account yet? (check allthat apply) a) Never heard of Internet banking b) Concerned about security c) Havent taken time to open an account d) Dont see any real value in having this type of account e) Too new. I would like to see how it works, then I may open an account f) Not available through my bank g) othersQ 2- For your choice of an Internet bank, please indicate how much each of thefollowing factors (were) are important for you: a) Better rate and lower service charge______________ b) Bank familiarity______________ c) Bank location (geographic) ______________ d) The size of bank (in terms of asset) ______________ e) Security of Transaction______________ f) Convenience (24 hours service from anywhere) ______________ g) Quick service (transaction completed in seconds instead of minutes) ______________ h) Variety of features and services that are offered(for example; bill payment, account reconciliation, electronic bill payment) ______________ 36 | P a g e
  • 37. i) Integrated value-added services using other on-line services and resources (for example; other brokerage account summary) ______________ Thank You 37 | P a g e