Impact of Internet Banking on Customers

This assignment delves into the impact of internet banking on customers. It examines factors influencing customer adoption, explores the benefits and drawbacks of online banking, and analyzes customer satisfaction levels with internet banking services. The analysis draws upon research studies and empirical data to provide insights into this evolving financial landscape.

Running head: INTERNET BANKING
Impact of Internet Banking System and Technology on Indian Banks
Name of the Student
Name of the University
Author Note

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Abstract
The banking sector will be successful and will survive if they can maintain their customers and
broaden their base of customers as well. The satisfaction of the customers also plays an
important part, as it will help the bank in retaining its customers, which will help in increasing
their profits and result in better performance for the banks. The use of technology has changed
the perception of the people, as it has helped them in carrying out their work in an easy manner.
The banking sector has also adopted the latest technologies that are available to them so that it
can make the work easy for the customers as well as for its employees. The customers in the
current scenario are shifting from the approaches that are present in traditional banking methods
to the modern day practices of banking systems. This has helped in reducing their costs and
being more effective towards the customers.
This study has been conducted in five chapters. The first chapter contains the background of the
study along with the aims and questions and hypothesis that will help in carrying out the research
in an efficient manner. The second chapter deals with the review of literature that has been
presented by different authors and scholars so that it can help the researcher in completing the
study in an appropriate manner. The third chapter contains the methods that have been used by
the researcher so that the process of research can be conducted in a better manner. The fourth
chapter contains the analysis, which has been conducted by the researcher so that it can provide a
better recommendation for the banks and its customers. The fifth chapter consists of the
recommendation and conclusion, which has been gathered after the researcher has got the
responses and conducting the test with the help of software.

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Acknowledgment
I would also like to take this opportunity to thank my professor without whose, constant support
and guidance, the research would not have been possible.
Firstly, I would like to thank God the Almighty in giving me the strength and courage without
which I could not have completed the entire study. Secondly, I would like to thank my family
and relatives who gave me constant support mentally and physically so that I can complete the
study on time. Lastly, I would like to give thanks to my peers and the friends who have helped
me in providing the appropriate information throughout the project and helped me in doing the
in-depth analysis of the research. Without their proper guidance, it is impossible for me to
complete the project.
Thanks and Regards,
Yours Sincerely,

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Table of Contents
Chapter 1: Introduction....................................................................................................................5
Background of the study..............................................................................................................5
Aim of the project........................................................................................................................7
Details of the research.................................................................................................................7
Justification of the topic...............................................................................................................8
Assistance to the organization.....................................................................................................8
Research questions.......................................................................................................................8
Research Hypothesis....................................................................................................................8
Chapter 2: Literature Review.........................................................................................................10
Internet Banking........................................................................................................................10
Trust...........................................................................................................................................11
Quality of service.......................................................................................................................12
Perceived ease of use.................................................................................................................13
Perceived usefulness..................................................................................................................14
Customer satisfaction.................................................................................................................15
Impact of e-banking on the customers.......................................................................................16
Chapter 3: Research Methodology................................................................................................19
Approaches for the study...........................................................................................................19
Research method used...............................................................................................................20

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Quantitative method...................................................................................................................20
Qualitative method.....................................................................................................................21
Project content...........................................................................................................................21
Data collection...........................................................................................................................21
Analysis of the data...................................................................................................................22
Types of investigation................................................................................................................22
Research Philosophy......................................................................................................................23
Justification of the investigation type used................................................................................24
Chapter 4: Analysis and Findings..................................................................................................25
Chapter 5: Conclusion and Recommendation...............................................................................49
Findings.....................................................................................................................................49
Limitations.................................................................................................................................50
Recommendations......................................................................................................................50
Reference List................................................................................................................................52
Appendix........................................................................................................................................56

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Chapter 1: Introduction
Background of the study
The introduction of the technological advances has helped in the field of information
technology with respect to the banking industries on a global basis, as it has reduced the degree
pressure up on the consumers. The development in the field of telecommunications along with
the electronic processes of data has also helped in adopting these changes by using the latest
technologies in the banking business. The level of competition has also increased, as the method
has proved to be cheaper and effective towards the services that are provided by the banks to its
customers, as they are in need to avail the services of the banks at a faster rate (Krishna 2015).
The health and prosperity of any nation depends on the system of banking that the
country has so that it can help the customers in investing their money and trusting the services of
the bank. The rise of the commercial banks started in India after the country became
independent, which led to the formation of the Reserve Bank of India (RBI) so that the services
of the banks can be monitored in an efficient manner (Charfeddine and Nasri 2015). The rise in
the private and foreign banks along with the public sector banks has helped the customers in
availing the systems such as e-banking, t-banking and m-banking suggests that the banks have
come a long way forward. The banking sector that is present in India has come up a long way
and is undergoing continuous changes in its systems so that it can provide better services to its
customers. This will help the banks in satisfying the customers, which may lead to the retention
of the customers by the bank (George and Kumar 2014).
During the past years, it can be seen that the banks used to have large queues for paying
the utility bills or for depositing and withdrawing the cash from the banks. This has been reduced

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considerably with the onset of the technological advances within the banking systems. The
consumers of the bank have reduced their waiting times by a considerable amount, as the
transactions of the bank have been made easy with the use of technology. The banks in the
current scenario have utilized the facilities that are present online, which has helped them in
reducing the paper work that resulted in giving better responses to the customers. The banking
industry was one of the first sectors that had a major impact due to the adoption of the latest
technologies, which changes there interactive interface with the customers (Varaprasad,
Sridharan and Unnithan 2015).
The main advantage that the banks get due to this technique is that they can be available
to serve the customers on a regular basis. The perception of the customers and the change in their
life style of the people has helped in the growth of the banking system. The analysis of the
attitudes of the customers towards the banking system has changed considerably because of the
use of advanced technologies (Kumar Sharma and Madhumohan Govindaluri 2014).
The banking sector has been undergoing the changes since the early 1990s with respect to
the use of information technology and the development that is being seen in the electronic
commerce as well. These developments have proved to be a threat regarding the operations that
have been managed by the bank in a traditional manner. It can be seen that the use of the
payment system that is electronic in nature may over emphasize the system of payments within
the country because of the vast changes due to the advancements in technology. It can also be
seen that with the onset of the new technologies can lead to the changes in digital monetary
system by replacing it with fiduciary currencies (Paul, Mittal and Srivastav 2016).

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The rise in the multiple functions by the modern banks has helped them in providing
better and more products and services to its customers with the primary objective of satisfying
the customers and increasing its profit ratio. The process of innovation has helped the banks in
adopting new technologies along with better methods in serving the products and services, which
had started during the 1950s before most of the industries adopted it. The use of automatic
machines was started by the banks of United States of America, which led to the development of
most of the countries in the years to come (Mittal and Agarwal 2016).
Aim of the project
The aim of the project is to study the factors that are as follows:
 The impact of internet banking offered by Indian banks to its customers
 How much internet banking has penetrated in the minds of the customers
 To gain insights about functioning of internet banking and technology
 To explore the future prospects of internet banking and technology
Details of the research
The project will deal with the perceptions that the customers have regarding the adopting
of the technology in the banking system. The rise in the use of technological advances in the
banks have helped the customers in interacting with the services of the banks in an efficient
manner, which has helped the banks in establishing customer satisfaction by providing better
services. The research paper will be conducted to study the objective of the perceptions of the
customers regarding the services of the bank such as the e-banking system.

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Justification of the topic
This topic was chosen, as it will help the researcher in getting better insights about the
technologies that are being used in the Indian banks in providing better services to its customers,
which may help them in satisfying the customers with their services. The topic will also provide
valuable insights to the researcher regarding the impact of technological advancements on the
bank, which has resulted in serving the customers in a better manner.
Assistance to the organization
The research will be conducted taking in to consideration one of the public and private
banks and the customers of the banks, which will help in understanding the effectiveness of the
banks towards its customers. The private bank will be Housing Development Finance
Corporation (HDFC) and the public bank will be State Bank of India (SBI) along with some of
the customers of these banks who will help in conducting the research in an efficient manner.
Research questions
The research will be conducted based on the following questions:
 What impact does the bank create on its customers by adopting new technologies?
 What is the perception of the customers regarding the adoption of new technology in the
banks?
Research Hypothesis
The research will be conducted based on the following hypothesis:
H1: There is a relation between the banking services that are provided to the customer
based on gender, age, income and education

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H2: The awareness levels among the customers of the public and the private banks have
no difference with respect to the banking services that are offered to them
H3: There is a significant difference in the usage of the banking services by the
customers based on gender, age, income and education

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Chapter 2: Literature Review
Internet Banking
The lives of the individuals have been affected with the adoption of the latest
technologies in the current period in qualitative and quantitative ways respectively. The
expansion in the information technology has affected the lives of million people along with the
changes in the business and economic atmosphere all over the world. The adoption of these
technologies in the banking sector has helped them in communicating in a proper manner and the
process of transactions has sped up for the clients. The use of internet banking by the consumers
in the modern world is being adopted by the customers at a faster rate, as it has helped them in
minimizing their transaction process with the banks (Kaushik and Rahman 2015). The use of the
services provided by the banks has helped in creating a better channel so that the customers do
not need to visit the bank for any of their transactions, s it can be done while they are at work or
at home. This has helped in reducing the time of waiting, which has helped the consumers
significantly and has increased their trust towards their respective banks. The banks have been
able to eliminate their boundaries with respect to geographic and physical with the help of the
banking services. The traditional method of transactions in the bank was time consuming and
labor intensive, which is now replaced by the machines that is available at a cheaper price
(Chavan 2013).
The e-banking services that were adopted by the banks in India came in to effect from the
1990s with the rise in the usage of credit cards, telephone services and the Automatic Teller
Machine (ATM). The previous decade has shown that the banks have adopted the information
system, use of database and other latest technologies that have helped them in increasing the

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services at various levels of the banks. The availability of the online facilities has helped the
services of the banks to be conducted through a secured website, which are operated by the
banks through the help of online enquiries, e-transfers and e-payments (Laudon and Laudon
2016).
Trust
The act of performance or the service that is provided to the bank and is intangible in
nature without acting as the owners of the service needs to be done in a careful manner. The
services that are intangible in nature may often result in problems among the customers, as they
might not be aware of the problems that they might face when availing the service. Therefore, it
is necessary for trust to be involved in managing the risks along with the vulnerability that the
customers may face with the respective services. The use of internet has led to increased
competition in the markets that are developed technologically, which makes it challenging for
the banks to maintain their relationships with the clients in a better manner. The factor of trust
and security that is provided by the banks to its customers helps in influencing the relationships
between the banks and its customers (Shaikh and Karjaluoto 2015). The banks try to maintain a
long-term relationship with the customers so that it helps them in developing their trust with the
customers. The perception of the customers is that they find it challenging in trusting the internet
banking options that are provided by the banks along with the other electronic commerce factors
that try to extract the information from the customers. Thus, it can be said that trust is a
multidimensional and complex phenomenon that may arise in the minds of the customers. It is
related to the factor of avoiding the risk and the security that the customers perceive about the
services that are being offered by the banks (Yadav, Chauhan and Pathak 2015).

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Therefore, the customers need to trust and be reliable towards the honesty that the banks
show with respect to the services that are being offered by them. The issues of security are very
crucial because of the direct involvement of the activities of the users regarding the tangible and
the intangible services that are being provided by the banks. Moreover, the trust that is present in
the transactions that are online is subjective in nature according to the profitability of the
customers and their expectations regarding the services of the banks. The beliefs on which the
customers can trust the banks depend on the factors of integrity, benevolence and competences
(Singh and Kumar 2014).
Quality of service
The rise in the revolution with respect to digitization has changed the vision on a regular
basis of the people in the current century. The empowerment of the World Wide Web along with
the e-commerce on a global basis has helped in increasing the number of people in being
connected with others on the internet. The advantages in adopting the these technologies by the
organizations has helped in the creation of barriers of entry, improvement in the level of
productivity along with the increased profits due to the generation of better revenues from the
renewed services (Hanafizadeh, Keating and Khedmatgozar 2014). The use of better
communication process along with the increased use of information technology has helped the
banks in developing and delivering the services, which is considered superior by the customers
with respect to the transactions in the banking system. The quality of service that is being
provided by the banks is one of the primary factors that help in determining the success of the
electronic commerce in the banking sector. The quality of service may be defined as the overall
impression of the consumers towards the organization for the services that are being provided by
them (Saffina, Kammani and Date 2014).

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The quality of service according to the perception of the customers is based on the system
of online delivery and excludes the process where the service has been produced and developed.
It is also one of the factors based on which the customers try to evaluate the services that are
being provided by the banks to them. The concept of quality of service needs to be inclusive of
the delivery process and the outcomes that are associated with the service (Montazemi and
Qahri-Saremi 2015).
The Nodic model that was developed by Gronroos in the early 1980s had different
dimensions that were linked to the quality of services such as the quality of techniques, quality of
function and the corporate image. The other model was presented by Lehtinen, which showed
that the quality of service was based on three dimensions that are interactive, physical and
corporate. The physical quality of the products that are involved in the delivery of the service
helps in the consumption and the interaction between the employees of the organization and the
customers. The corporate quality is defined as the image of the organization that is perceived by
the customers (Namahoot and Laohavichien 2015).
Perceived ease of use
The rise in the World Wide Web along with the internet has helped the customers and the
bankers by providing them with the opportunity of an environment that is innovated in nature,
which helps in stimulating the operative and the learning process (Das et al. 2017). The intention
of the customers is to adopt the latest technologies that will help them in easing out the process
of transactions. The perceived ease of use is an important factor that helps in studying and
accepting the internet along with the World Wide Web so that it helps them in using the
processes in an easier manner. It is an extent to which the customers can use the technologies in
an easier manner. The online banking system of the banks with respect to the easiness in which it

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can be used may be the attractiveness of the URL towards the customers along with the easy way
to navigate the sites and find out the proper informations with minimum of effort. Additionally,
it can be noted that the perception of easy usage will help the customers in accepting the
changes, as it will help them in accessing the information easily (Sikdar, Kumar and Makkad
2015).
It can also be stated that the factors that help in the growth of the system of electronic
banking can be determined with the easiness of its use, which combines the factor of
convenience with respect to the easy access to the internet and the availability of the functions
that are present in the banking services. The perceived use of ease helps in measuring the
satisfaction level of the customers regarding the adoption of the information system. This can be
applied in the concept of online banking as well, as the banks need to give more focus on the
navigation of the websites and the functions that are applicable so that it helps in catering to the
needs of the customers. The online medium for the transactions of the banks has to depend on the
proper techniques of communication failing which the customers may switch towards the
traditional methods of banking transactions (Khanna and Gupta 2015).
Perceived usefulness
The use of the information technology has helped in changing the growth of the
industries, as it has developed with the onset of internet banking, which has made it more
complex and diversified respectively. The speedy and the convenient services has been achieved
by the bank through the system of internet banking. The traditional system of banking that was
very much in practice in India posed many threats to the bankers, as the long queues made the
customers impatient (Bhasin 2015). The attitude towards the use of the internet facilities by the
banks depend on various factors such as the background of the customers and the behavior

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towards adopting the different technologies so that they can use the services of the bank in an
easier manner. The attitudes of the customers towards internet banking are influenced by the
level of experience that the customers have in using the computers and adopting the latest
technologies along with the environmental factors such as uninterrupted service of the internet
within a particular locality. The new channels of banking has to be adopted by the customers so
that it helps them in understanding the integration of the password, encryption of the data and the
techniques behind protection of data (Kaura 2013). Additionally, it can be said that that privacy
and security are the factors that influence the transactions of the bank by adopting the new online
methods. The usefulness of the Technology Acceptance Model (TAM) has helped in studying
the technologies that are available in the information system so that it helps in enhancing the
performance of the customers (Roy et al. 2017).
The usefulness of the users will help them in enhancing their decision about the use of
online banking, which will help them in reducing their efforts with the transfer, withdraw or
deposit of money in their respective bank accounts. It also helps in measuring the usefulness of
the perception of the customers that is related to the outcome of using the latest technologies. It
also helps the customers in boosting up their performance with respect to the service that are
offered by the banks to them (Shankar and Kumari 2016).
Customer satisfaction
In any of the business to customer (B2C) type of sector, the ultimate goal of the
organization is to satisfy the customers with their products and services. It is an important part in
theory as well as in practical, as the marketers along with the analysts of the organization can
understand the minds of the customers. This helps the organization in producing the goods and
services according to the tastes and preferences of the customers. The idea of customer

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satisfaction is important for the organizations that are in to service, as their subscriptions depend
on the satisfaction that the customers get from the service, which in turn helps in increasing the
loyalty of the customers towards the organization (Yadav, Chauhan and Pathak 2015). The
increase in the customer loyalty helps in generating better revenues for the banks, as the
customers are likely to keep their money in the same organization n repeatedly. Customer
satisfaction is the concept that helps in understanding the purchase of the goods and services
from the organization and the level of satisfaction that they have derived after the use of the
products and the services. The satisfaction of the customers is also dependent on the attitude of
the customers towards the provider of the services along with the differences that the customers
can anticipate about the products or the services (Saffina, Kammani and Date 2014).
Impact of e-banking on the customers
According to the survey that was conducted by the Reserve Bank of India in India, it was
seen that the use of ATM cards were high among the young users of the bank. These young users
are comfortable in using the e-banking services that are provided to them by the banks, as they
find that it is easy and consumes less time. The concept of internet banking is becoming a
popular phenomenon in India, as more number of customers are trying to adopt to the systems
that are helping them in reducing their transaction times (Namahoot and Laohavichien 2015).
The six important features that are present with respect to the e-banking services are the
accuracy and convenience with which the consumers can access their accounts of their respective
banks along with the feedback that the customers can provide to the bank so that their services
can be improved in a better manner. The other dimensions were that it helped in increasing the
efficiency of the services of the bank, which resulted in the better performance of the banks

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towards its customers along with the easy access that the customers get by availing the
techniques that have been given by the banks (Das et al. 2017).
The concept of internet banking is an innovative channel of distribution that helps the
customers by providing them less waiting period and better convenience than the banking
methods that are present in the traditional approach. This has helped the banks in producing the
structure that are cost effective with respect to the channels of delivery. The banks also became
advantageous, as the adoption of the better services led to the reduction in the costs of operation
and increase in the satisfaction of the customers, which resulted in the retention of the customers.
The concept of internet banking has had a major impact on the banks and in the lives of the
customers, as most of them have accepted the technological advances, which has helped them in
managing the transactions in an efficient manner (Khanna and Gupta 2015).
The banks are able to provide better financial services to the customers by maintaining
lower cost in their operational methods. The banks are able to find out the strategies in a
comprehensive manner that is related to the banking services, which helps the banks in being
competitive in nature. The changes in the technology have created an impact on the lifestyles of
the people, which has helped them in changing their outlook towards the services that are being
offered by the banks (Bhasin 2015). The home banking services that have been supplied by the
banks is a significant strategy that has helped the banks in attracting the customers and even
retaining them. Almost 75 percent of the Indian banks had adopted the services of internet
banking between the periods of 1993-2000. This showed that the banks had extended their
activities to the customers so that they can avail the facilities, which will help them in easing out
their transactions (Sikdar, Kumar and Makkad 2015).

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The advantages of using the internet banking provided improved security measures to the
customers regarding the access of the banks through the internet. It also helped the customers, as
the banks offered better services to them, which helped the banks in increasing the customer base
and maintain customer loyalty at the same time. According to a recent study, it was seen that the
customers have adopted the technologies that are present in the e-banking system in India, which
has resulted in a positive attitude among the customers (Kaura 2013).

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Theory Hypothesis Observation Confirmation/Rejection
Chapter 3: Research Methodology
Approaches for the study
The approach for the study of the research helps the researcher in conducting the research
process in an efficient manner. The different kinds of approaches will be analyzed by the
researcher in an in-depth manner.
The approach that is deductive in nature will be taken in to consideration by the
researcher for this particular study of research. the deductive approach helps the researcher in
deriving the conclusions, which will be based on different factors and objectives so that it can be
linked with the conclusion in a better way (Mackey and Gass 2015).
(Source: Created by Author)
The approach that is inductive in nature is almost the opposite of the deductive approach,
as it is based on the facts that are quantitative in nature. The quantitative study is the collection
of the data from the customers and the managers of the banking organization, which are based on
real time. The main aim of the approach for this study will be to analyze the impact on the
customers with respect to the e-banking services that are provided by the Indian banks (Taylor,
Bogdan and DeVault 2015).
Figure 1: Deductive Approach

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Research method used
The research method helps in the submission of the datas that has been collected and
investigated in a proper manner. This particular study will be conducted by taking in to
consideration the primary and the secondary sources of data. The primary sources of data will be
taken care of by taking in to consideration the questionnaires that will be handed out to the
customers for gathering their responses. With respect to the secondary data, the information will
be extracted from the various journals, websites of the company and the books that have been
published by the various authors. The use of the secondary data will help in getting a better
insight about the different concepts that are present with the banking services in the banks. The
information that will be available on the website about the organization will help in completing
the study of the research in an appropriate manner (Flick 2015).
Quantitative method
The quantitative method is used when the objectives are formal in nature so that the
events can be measured and the numerical data can be analyzed with the help of the statistical
data. It is the method that helps in analyzing the numerical figures along with the variables,
which can be measured in a better manner. This method helps in the preparation of the
hypothesis in a better way so that the research can be conducted in an empirical manner.
The quantitative method also has some strength, as it helps in authenticating and testing
the published theories that are already present and the test of hypothesis that will help in gaining
a better level of reliability from the data that is collected by the interviews. This method also has
some weaknesses such as the researcher may ignore the phenomena that are basic and focus
more on the theories that are published already (Smith 2015).

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Qualitative method
The qualitative method that is used in the research process helps the researcher in taking
in to consideration the qualitative data that has been observed when the interviews were being
conducted by the researcher. The researcher will be able to study and get an in-depth knowledge
about the human activities within the organization along with the reasons for it when this method
is chosen for the study.
This method also has some strength, as the information that is collected through this
process is free from any biasness, as the reliability is very strong for the observer. The
information that is evaluated from this method is specific in nature. The method however has
some weakness as well, as it is unreliable because the materials that are qualitative in nature need
to be symbolized by submitting better techniques for the purpose of the measurement (Silverman
2016).
Project content
The project will be carried out based on the responses that will be collected from the
customers from the banks in India. The customers need to fill in the questions that have been put
by the researcher in the questionnaire. This will help the researcher in analyzing the responses of
the customers and provide better recommendation for the banks.
Data collection
The researcher will collect the response samples from 100 customers who has accounts in
private or in the public banks, which will help in the analysis of the data in a successful manner.

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Analysis of the data
The process of the research study will be based on the data sources, which are
quantitative and qualitative in nature. The use of the statistical methods will help in the analysis
of the data, which in turn will result in finding out the relationship between the different
variables. The responses will be collected in the excel work sheet and a Chi Square analysis will
be done, which was suggested by Pearson. This analysis will help in finding out the statistical
relationship between the variables that have been taken up for the process of research. The
primary survey will try to eliminate the errors, which may have occurred during the process of
collecting the samples, which will help in finding out the association based on statistics between
the independent and the dependent variables. Additionally, the study that is based on the
qualitative method will help in testing out the factors that are present in the hypothesis.
Types of investigation
There are different types of investigative processes that help in collecting the responses
from the managers, which can be classified as positivism, realism and interpretivism types of
investigation. These different types will help the researcher in taking in to account the analysis,
which needs to be done in an in-depth manner.

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Research
Philosophies
Positivism
Interpretivism
Realism
Research Philosophy
(Source: Created by the author)
Positivism helps in studying the scientific datas in an empirical manner with the theories
that will be used in an independent manner and respects the thought process of the humans.
Interpretivism will help in taking in to consideration the feelings and the thoughts of the
humans but excludes the measurement of it in a statistical manner. For instance, the emotional
part of the human beings needs to be taken in to account so that it can be discussed in an
appropriate manner.
The investigation that is based on realism uses a mixture of both the types of
investigations that has been mentioned above that help in understanding the issues that take place
on the basis of real time. However, it is to be taken note of that the things that are visible may not
matter to most of the humans (Pannneerselvam 2014).
Figure 2: Different research method types

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Justification of the investigation type used
This research will be based on the positivism type of investigation, which will help in
measuring the statistical datas in an appropriate manner. The positivism type of investigation
needs to form a proper hypothesis so that the data, which will be collected, can be analyzed in a
proper manner. The researcher can also use the information from the particular research in the
future works as well. The other two types of investigation that are realism and interpretivism will
not be used in this process of research, as it does not connect to the real issues that are present
within an economy. The other investigation types consumes a lot of time as well, which may
cause a problem for the researcher. The positivism investigation type will help in maintaining a
better structure of the research by establishing the rules and regulations, which will help in
conducting the study in an appropriate manner.

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Chapter 4: Analysis and Findings
What is your gender?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Male 55 55.0 55.0 55.0
Female 45 45.0 45.0 100.0
Total 100 100.0 100.0
Do you prefer public sector banks than private sector banks?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Strongly Agree 37 37.0 37.0 37.0
Agree 27 27.0 27.0 64.0
Neutral 16 16.0 16.0 80.0
Disagree 15 15.0 15.0 95.0
Strongly Disagree 5 5.0 5.0 100.0
Total 100 100.0 100.0

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The above frequency graph shows the relationship between the number of males and
females who gives more preference to the public banks than the private banks. It can be seen that
the participants of the survey have agreed to the fact that they trust the public banks more than
the private banks, as it is undertaken by the government as well. They are of the view that their
money is safer in the public banks than it would be in the private banks.
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
What is your gender? * Do
you prefer public sector
banks than private sector
banks?
100 100.0% 0 0.0% 100 100.0%

28INTERNET BANKING
What is your gender? * Do you prefer public sector banks than private sector banks? Cross tabulation
Count
Do you prefer public sector banks than private sector banks?
TotalStrongly Agree Agree Neutral Disagree
Strongly
Disagree
What is your gender? Male 20 17 8 8 2 55
Female 17 10 8 7 3 45
Total 37 27 16 15 5 100
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 1.338a 4 .855
Likelihood Ratio 1.346 4 .854
Linear-by-Linear Association .269 1 .604
N of Valid Cases 100
a. 2 cells (20.0%) have expected count less than 5. The minimum
expected count is 2.25.
The Chi-Square analysis by Pearson helps in establishing a relationship between the
independent and dependent variables. The above test has been conducted to find out the
relationship between gender and their preference in public banks over the private banks. The test
reveals that the asymptotic value of the variables is .885 whereas the minimum value has to be
2.25. This suggests that the statistical association between both the variables is absent and both
males and females may prefer private banks over public banks as well.

29INTERNET BANKING
What is your age?
Frequency Percent Valid Percent
Cumulative
Percent
Valid 18-25 13 13.0 13.0 13.0
26-30 40 40.0 40.0 53.0
31-40 20 20.0 20.0 73.0
41-50 17 17.0 17.0 90.0
50 and above 10 10.0 10.0 100.0
Total 100 100.0 100.0
Do you have an account of more than 5 years in the same bank?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Strongly Agree 39 39.0 39.0 39.0
Agree 30 30.0 30.0 69.0
Neutral 10 10.0 10.0 79.0
Disagree 14 14.0 14.0 93.0
Strongly Disagree 7 7.0 7.0 100.0
Total 100 100.0 100.0

30INTERNET BANKING

31INTERNET BANKING
The frequency table above shows the relationship between two variables that are age of
the participants and the number of years that they have kept an account in the same bank. The
study has been conducted by taking a minimum of 5 years where the participants had kept their
accounts in the same banks. It can be seen from the table that the age group of 26-30 years have
agreed that they have kept their accounts in the same banks for more than a period of 5 years.
The other age groups such as the groups above the specified age group have agreed that they
maintain a account in the same bank but not as the specified age group.

32INTERNET BANKING
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
What is your age? * Do you
have an account of more
than 5 years in the same
bank?
100 100.0% 0 0.0% 100 100.0%
What is your age? * Do you have an account of more than 5 years in the same bank? Cross tabulation
Count
Do you have an account of more than 5 years in the same bank?
Total
Strongly
Agree Agree Neutral Disagree
Strongly
Disagree
What is your age? 18-25 2 6 0 3 2 13
26-30 23 10 4 2 1 40
31-40 7 7 1 4 1 20
41-50 4 6 3 2 2 17
50 and above 3 1 2 3 1 10
Total 39 30 10 14 7 100
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 22.359a 16 .132
Likelihood Ratio 24.052 16 .088
Linear-by-Linear Association 2.232 1 .135
N of Valid Cases 100
a. 17 cells (68.0%) have expected count less than 5. The minimum
expected count is .70.
It can be seen from the Chi-Square test that the the variables age and the number of years
in the same bank for a particular account has been cross tabulated. It can be seen that the result is

33INTERNET BANKING
.132 whereas the minimum count needs to be around .70. This shows that there is no statistical
association between the variables, as most of the participants may tend to keep multiple accounts
so that they can avail the different percentages that the banks give for the savings account.
What is your monthly income?
Frequency Percent Valid Percent
Cumulative
Percent
Valid >10000 12 12.0 12.0 12.0
10001-20000 39 39.0 39.0 51.0
20001-30000 16 16.0 16.0 67.0
30001-40000 23 23.0 23.0 90.0
40000 and above 10 10.0 10.0 100.0
Total 100 100.0 100.0
Do you have an account of more than 5 years in the same bank?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Strongly Agree 39 39.0 39.0 39.0
Agree 30 30.0 30.0 69.0
Neutral 10 10.0 10.0 79.0
Disagree 14 14.0 14.0 93.0
Strongly Disagree 7 7.0 7.0 100.0
Total 100 100.0 100.0

34INTERNET BANKING

35INTERNET BANKING
The above frequency table shows the relationship between the income of the participants
and the number of years that they maintain an account in the same bank. The years have been
kept at a minimum of 5 years so that the study can be conducted in a better manner. It can be
seen that the participants whose monthly income is between 10001-20000 keeps the money in
the same bank for more number of years, as they have a limited amount to keep multiple
accounts in different banks.
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
What is your monthly
income? * Do you have an
account of more than 5
years in the same bank?
100 100.0% 0 0.0% 100 100.0%

36INTERNET BANKING
What is your monthly income? * Do you have an account of more than 5 years in the same bank? Cross
tabulation
Count
Do you have an account of more than 5 years in the same
bank?
Total
Strongly
Agree Agree Neutral Disagree
Strongly
Disagree
What is your monthly
income?
>10000 2 3 1 4 2 12
10001-20000 24 11 2 1 1 39
20001-30000 1 7 5 3 0 16
30001-40000 9 5 2 5 2 23
40000 and
above 3 4 0 1 2 10
Total 39 30 10 14 7 100
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 36.982a 16 .002
Likelihood Ratio 38.581 16 .001
Linear-by-Linear Association .810 1 .368
N of Valid Cases 100
a. 19 cells (76.0%) have expected count less than 5. The minimum
expected count is .70.
The Chi-Square analysis that has been conducted on the variables suggest that the cross
tabulation between the variables have come to a value of .002 whereas the minimum value has to
be .70. This shows that there is no statistical association between the monthly income of the
people and the number of years that they keep the account in the same bank. This is because the

37INTERNET BANKING
people can choose to keep multiple accounts in different banks if they wish to, as it does not
depend on the income that the people are earning on a monthly basis.
What is your monthly income?
Frequency Percent Valid Percent
Cumulative
Percent
Valid >10000 12 12.0 12.0 12.0
10001-20000 39 39.0 39.0 51.0
20001-30000 16 16.0 16.0 67.0
30001-40000 23 23.0 23.0 90.0
40000 and above 10 10.0 10.0 100.0
Total 100 100.0 100.0
Do you think that attributes such as technology savvy helps in reducing the time of
transaction?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Strongly Agree 44 44.0 44.0 44.0
Agree 21 21.0 21.0 65.0
Neutral 22 22.0 22.0 87.0
Disagree 11 11.0 11.0 98.0
Strongly Disagree 2 2.0 2.0 100.0
Total 100 100.0 100.0

38INTERNET BANKING

39INTERNET BANKING
The above frequency table shows the relationship between the information that the
customers of the bank possess in handling the banking services along with the monthly income
of the customers. It can be seen that the customers have agreed that they need to have a better
knowledge of the technologies so that they can avail the banking services, which will help them
in reducing the time of transaction.
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
What is your monthly
income? * Do you think that
attributes such as
technology savvy helps in
reducing the time of
transaction?
100 100.0% 0 0.0% 100 100.0%

40INTERNET BANKING
What is your monthly income? * Do you think that attributes such as technology savvy helps in reducing
the time of transaction? Cross tabulation
Count
Do you think that attributes such as technology savvy helps in
reducing the time of transaction?
Total
Strongly
Agree Agree Neutral Disagree
Strongly
Disagree
What is your monthly
income?
>10000 3 3 5 0 1 12
10001-20000 24 4 7 3 1 39
20001-30000 3 3 6 4 0 16
30001-40000 12 5 2 4 0 23
40000 and
above 2 6 2 0 0 10
Total 44 21 22 11 2 100
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 33.188a 16 .007
Likelihood Ratio 33.386 16 .007
Linear-by-Linear Association .042 1 .838
N of Valid Cases 100
a. 18 cells (72.0%) have expected count less than 5. The minimum
expected count is .20.
The Chi-Square analysis has revealed that the value between the two variables is .007
whereas the minim value that is expected has to be .20. This shows that there is no statistical
association between the monthly income of the customers and the knowledge and skills that they
require to save time for the transactions with the banks. This is because the customers need to
have a prior knowledge about the attributes that will help them in reducing their time for the

41INTERNET BANKING
banking services, which does not have any relationship with the monthly income of the
customers.
What is your monthly income?
Frequency Percent Valid Percent
Cumulative
Percent
Valid >10000 12 12.0 12.0 12.0
10001-20000 39 39.0 39.0 51.0
20001-30000 16 16.0 16.0 67.0
30001-40000 23 23.0 23.0 90.0
40000 and above 10 10.0 10.0 100.0
Total 100 100.0 100.0
Do you think that you use the banking services that are provided by the bank on a
frequent basis?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Strongly Agree 35 35.0 35.0 35.0
Agree 23 23.0 23.0 58.0
Neutral 21 21.0 21.0 79.0
Disagree 14 14.0 14.0 93.0
Strongly Disagree 7 7.0 7.0 100.0
Total 100 100.0 100.0

42INTERNET BANKING

43INTERNET BANKING
The above frequency table shows the relationship between the services that are provided
by the banks and the frequent use of that among the customers along with the income of the
customers on a monthly basis. It can be seen that the participants of the survey have agreed to the
fact that they use the services that are offered by the banks on a frequent basis, as it helps them in
minimizing their waiting times and can successfully carry on with the other works as well.
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
What is your monthly income? *
Do you think that you use the
banking services that are
provided by the bank on a
frequent basis?
100 100.0% 0 0.0% 100 100.0%

44INTERNET BANKING
What is your monthly income? * Do you think that you use the banking services that are provided by the
bank on a frequent basis? Cross tabulation
Count
Do you think that you use the banking services that are provided
by the bank on a frequent basis?
Total
Strongly
Agree Agree Neutral Disagree
Strongly
Disagree
What is your monthly
income?
>10000 2 3 2 3 2 12
10001-20000 20 9 7 2 1 39
20001-30000 4 2 5 3 2 16
30001-40000 8 6 4 3 2 23
40000 and
above 1 3 3 3 0 10
Total 35 23 21 14 7 100
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 18.570a 16 .292
Likelihood Ratio 19.737 16 .232
Linear-by-Linear Association .704 1 .401
N of Valid Cases 100
a. 18 cells (72.0%) have expected count less than 5. The minimum
expected count is .70.
The Chi-Square analysis by Pearson is conducted in determining the association between
the relationship between the independent and the dependent variables. The test that was
conducted between the two variables has revealed a value of .292 whereas the minimum count
that has been expected from the test is .70. This shows that there is no statistical association
between the income of the customers and the frequency at which they use the services of the
bank. This is because the usage of the services of the bank can be availed in a proper manner if
the customers have a proper knowledge of the system irrespective of their monthly income.

45INTERNET BANKING
What is your age?
Frequency Percent Valid Percent
Cumulative
Percent
Valid 18-25 13 13.0 13.0 13.0
26-30 40 40.0 40.0 53.0
31-40 20 20.0 20.0 73.0
41-50 17 17.0 17.0 90.0
50 and above 10 10.0 10.0 100.0
Total 100 100.0 100.0
Do you think that attributes such as technology savvy helps in reducing the time of
transaction?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Strongly Agree 44 44.0 44.0 44.0
Agree 21 21.0 21.0 65.0
Neutral 22 22.0 22.0 87.0
Disagree 11 11.0 11.0 98.0
Strongly Disagree 2 2.0 2.0 100.0
Total 100 100.0 100.0

46INTERNET BANKING

47INTERNET BANKING
The above frequency table shows the relationship between the ages of the customers
along with the use of the technologies by them so that it helps in reducing their time of
transactions. It can be seen that the participants of different ages have agreed to the fact that the
use of the technologies of the bank help in reducing the time of the transaction particularly the
age group of 26-30.
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
What is your age? * Do you
think that attributes such as
technology savvy helps in
reducing the time of
transaction?
100 100.0% 0 0.0% 100 100.0%

48INTERNET BANKING
What is your age? * Do you think that attributes such as technology savvy helps in reducing the time of
transaction? Cross tabulation
Count
Do you think that attributes such as technology savvy helps in reducing
the time of transaction?
Total
Strongly
Agree Agree Neutral Disagree
Strongly
Disagree
What is your
age?
18-25 4 2 5 1 1 13
26-30 25 8 4 3 0 40
31-40 7 3 7 2 1 20
41-50 4 7 3 3 0 17
50 and
above 4 1 3 2 0 10
Total 44 21 22 11 2 100
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 22.632a 16 .124
Likelihood Ratio 22.289 16 .134
Linear-by-Linear Association 1.367 1 .242
N of Valid Cases 100
a. 19 cells (76.0%) have expected count less than 5. The minimum
expected count is .20.
The Chi-Square analysis of Pearson suggests that the test helps in understanding the
relationship between the dependent and the independent variables. It can be seen that the result
of this test has come out to be .124 whereas the minimum expected value has to be .20. This
shows that there is no statistical association between the ages of the customers and the use of the
technologies, which will help in reducing the time of the customers for the transactions of the
bank.

49INTERNET BANKING
Chapter 5: Conclusion and Recommendation
Findings
The finding from analysis that has been performed in the above chapter is that the
customers of the banks have a proper knowledge about the e-banking and online services that are
provided by the banks. It shows that the illiterate customers as well are trying to improve their
knowledge regarding the online services that are provided by the banks, which will help them in
reducing their time for the transactions along with the reduction in the waiting period in the
queues as well.
The monthly income of the customers does not create any impact on learning the skills
and knowledge that will help them in using the online services that are provided by the banks.
The customers need to learn the processes on their own, which will help them in carrying on with
their banking transactions in an appropriate manner.
The education level of the customers as well does not have any impact on the services
that are provided by the banks. The educated customers can easily cope up with the technologies
that will help them in transacting in a better way with the bank through the use of the computers
and the internet. The illiterate people needs to be given proper training so that they can
understand the methods of technology that are associated with the online banking in an efficient
manner.
The marital status of the customers does not have any impact on the online services that
are provided by the bank, as it does not play a significant role in the online services that are
being provided by the banks. The marital status of the customers does not have any interference

50INTERNET BANKING
with the process of learning, as the customers need to keep themselves updated with the latest
technologies that are being adopted by the banks and are being passed on to the customers.
Limitations
The researcher had to conduct the researcher within a limited period of time and with a
specified budget. The researcher has also faced numerous problems, which have hampered the
smooth process of conducting the research process. The main constraint for the researcher is the
cost factor that had to be borne by the researcher so that the data could be collected in a proper
manner. Another factor was time, which caused problem for the researcher as well. most of the
customers were busy with their own work and was mostly reluctant in undertaking the questions.
This has caused a delay in the process of research, as different customers had to be approached
for collecting the responses.
Recommendations
The recommendations for the banks are that they need to encourage the customers in
using the online services of the banks so that it helps them in reducing their time for the
transactions. The bank will want their customers to be committed towards them so that it will
help in the creation of customer loyalty. To do this, the banks need to provide better environment
to the customers so that they would like to use the online services that are being provided to
them.
The banks need to have the ability to solve the problems of the customers if they face any
problem regarding the skills that will be required for them in handling the online services. The
banks can provide the customers a toll free number, which may act as a guiding light for the
customers if they face any trouble with the electronic services that are being offered by the bank.

51INTERNET BANKING
The trust has to be built by the banks among the customers so that it may lead in
satisfying the customers more by helping them with the online services. The managers of the
banks along with its employees need to use efficient tools that are available in the technologies
so that it will motivate the customers in using the services. The enquiries about the balance or the
transactions needs to be provided to the customers by sending an SMS to their respective phone
numbers, which will enable the customers in keeping a check on their balances that is being
maintained by the bank.
The websites of the banks needs to contain more information about the strategy of online
marketing so that the customers can use it efficiently. The content that is provided on the
websites of the banks will help in attracting the customers towards it. This will help the banks in
broadening its base of customers, which in turn will result in better satisfaction among the
customers.
The online transactions of the banks need to be protected by better security firewall so
that the customers do not lose their money while being trapped in some hidden cost options. The
electronic transfers need to be done with better gateway services so that the information of the
accounts is not leaked out to any third parties. This will ensure that the information about the
customers can be kept confidential.
The recommendations are innovative in nature, as it will help the banks in gaining the
trust of the customers so that it can help them in broadening their base of customers. These
innovative approaches will help the banks in efficiently managing its customer base and provide
training to the employees so that they can in turn help the customers if they face any challenges
with the online services of the bank.

52INTERNET BANKING
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55INTERNET BANKING
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56INTERNET BANKING
Appendix
1) What is your gender?
a) Male
b) Female
2) What is your age?
a) 18-25 yrs
b) 26-30 yrs
c) 31-40 yrs
d) 41-50 yrs
e) 50 and above
3) What is your highest level of education?
a) Illiterate
b) High school
c) Graduate degree
d) Post Graduate
e) PhD
4) What is your marital status?

57INTERNET BANKING
a) Single
b) Married
c) Widowed
d) Divorced
5) What kind of profession are you in?
a) Govt. employee
b) Private employee
c) Business
d) Student
e) House-wife
6) What is your monthly income?
a) >10000
b) 10001-20000
c) 20001-30000
d) 30001-40000
e) 40000 and above
7) Do you prefer public sector banks than private sector banks?

58INTERNET BANKING
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
8) Do you prefer having an account for more than 5 years in the same bank?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
9) Do you think that attributes such as technology savvy helps in reducing the time of
transaction?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree

59INTERNET BANKING
10) Do you think that you use the banking services that are provided by the bank on a frequent
basis?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree