Factors Influencing Online Banking Adoption

This assignment delves into the factors that influence individuals' decisions to adopt online banking services. It examines various perspectives, including user perceptions of functionality, usability, privacy, and security concerns. The analysis draws upon established theoretical frameworks such as the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) to understand the motivations and barriers associated with online banking adoption. A review of relevant research studies sheds light on the complex interplay of factors influencing user behavior in this dynamic financial landscape.

Running Head: PROBLEMS AND SOLUTIONS OF ONLINE BANKING
INFORMATION SYSTEM- PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Name of the Student
Name of the University

1PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Acknowledgement
I have gathered a great knowledge and experience by conducting this research. Conduction of the
research has helped me to improve my knowledge regarding employee motivation as well as
employee retention. I have gained great help from my supervisors while conducting this research
and therefore, I would like to thank my supervisor .................................... for guiding me
throughout the research. I would also like to thank my friends and family members for
supporting me in this difficult phase. I would also like to thank the participants of data collection
process as without their participation I might not be able to complete this research with best
outcome.
Thanks and regards
Yours Sincerely

2PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Abstract
The thesis research paper entitled "Web based Banking" is a mechanized broadcast
communications device that gives the clients of a budgetary foundation with access to money
related transactions in an open space without the requirement for a human assistant or bank
employee. On most modern ATMs, the client is recognized by embeddings a plastic ATM card
with an attractive striper a plastic smartcard with a chip that contains a special card number and
some security information, for example, a termination date or CVC (CVV). Security is given by
the customer entering an individual recognizable proof number (PIN). Now a day’s Online
banking systems has been gaining popularity. The way to deal with give a chance to the clients to
have some critical exchanges to be done from where they are at exhibit without moving to bank.
In this undertaking we will bargain the current realities in the bank i.e. the exchanges which
takes put amongst client and bank.
Chapter 1: Introduction........................................................................................................6
1.1. Problem statement........................................................................................................6
1.2. Research questions........................................................................................................6
1.3. Rationale.......................................................................................................................7
1.4. Definitions....................................................................................................................7
Chapter 2: Literature review................................................................................................9
2.1. Introduction...................................................................................................................9
2.2. Concepts of the study................................................................................................9

3PROBLEMS AND SOLUTIONS OF ONLINE BANKING
2.2.1. Online banking.......................................................................................................9
2.2.2. Benefits of online banking services.....................................................................10
2.2.3. Problems in online banking.................................................................................11
2.3. Conceptual Frameworks.............................................................................................12
2.3.1. Quality of services...............................................................................................12
2.3.2. Responsiveness....................................................................................................13
2.3.3. Privacy and security.............................................................................................13
2.3.4. Assurance.............................................................................................................14
2.3.5. Reliability............................................................................................................14
2.3.6. Customer retention...............................................................................................14
2.4. Summary.....................................................................................................................15
Chapter 3: Research Methodology....................................................................................16
3.1. Introduction.................................................................................................................16
3.2. Research Design.........................................................................................................16
3.3. Research Onion...........................................................................................................17
3.4. Research Approach.....................................................................................................18
3.5. Participants.................................................................................................................18
3.6. Instrumentation...........................................................................................................19
3.7. Procedure....................................................................................................................19
3.8. Data Processing and Analysis.....................................................................................19

4PROBLEMS AND SOLUTIONS OF ONLINE BANKING
3.8.1. Data Source: Primary and Secondary..................................................................20
3.8.2. Data technique: Qualitative and Quantitative......................................................20
3.9. Limitation of the Study...............................................................................................20
3.10. Chapter Summary.....................................................................................................21
Chapter 4: Results..............................................................................................................22
Chapter 5: Discussion........................................................................................................33
Chapter 6: Conclusion.......................................................................................................34
6.1. Conclusion of the thesis..............................................................................................34
References..........................................................................................................................35
List of Tables
Table 1: Login / Sign off are not easy...............................................................................23
Table 2: Lack of security in transactions..........................................................................24
Table 3: Lack of appropriate software...............................................................................25
Table 4: Not providing information...................................................................................26
Table 5: Not being able to maintain security.....................................................................27
Table 6: Not giving fast response.....................................................................................28
Table 7: Leaving the operation unfinished.......................................................................29
Table 8: Internet banking can be tampered with by others................................................30
Table 9: Waiting for long time for conducting of transactions.........................................31

5PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 10: Too many steps in processing transaction.........................................................32
List of Charts
Chart 1: Login / Sign off are not easy................................................................................23
Chart 2: Lack of security in transactions...........................................................................24
Chart 3: Lack of appropriate software...............................................................................25
Chart 4: Not providing information...................................................................................26
Chart 5: Not being able to maintain security.....................................................................27
Chart 6: Not giving fast response......................................................................................28
Chart 7: Leaving the operation unfinished........................................................................29
Chart 8: Internet banking can be tampered with by others................................................30
Chart 9: Waiting for long time for conducting of transactions..........................................31
Chart 10: Too many steps in processing transaction.........................................................32

6PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Chapter 1: Introduction
1.1. Problem statement
This thesis discusses about the main problems associated with the online banking
methods that are being adopted by all the banks operating in the country. The various problems
in these aspects are the security issues, requirement for internet access and the faults in the
customer services. Although, the benefits of application of the online banking prospects in the
lives of the customers are life changing, the risks it poses are devastating to the lives of the
concerned people. Due to the use of online banking methods, many customers had their financial
aspects compromised leading to great devastating impacts on a global level. Thus, the
requirements for a solution to the problems in the online banking sectors are to be implemented
so that the use of their services can be continued without the presence of any concerns among the
banking sectors as well as the customers involved.
1.2. Research questions
This section of the thesis includes various research questions that are to be included for
the survey conduction:
 To identify the online banking systems
 To analyze the associated problems of the online banking prospects
 To identify and analyze the various problems associated with the users of the online
banking services
 To recommend various suggestions for the online banking systems

7PROBLEMS AND SOLUTIONS OF ONLINE BANKING
1.3. Rationale
The thesis mainly discusses about the problems and the solutions of the online banking
aspects. Due to the increased use of these aspects by the customers of all the banks, the security
protocols are to be enhanced (Pikkarainen et al., 2004). The various risks like the faulty
securities in the system and the lack of proper knowledge of the customers lead to various
devastations leading to grave financial depths for the user as well as the banking sector. This in
turn leads to the increase of problems faced by the banking sectors including the loss of business
due to which the loss of customer engagement on the online parameters is evident. This thesis
thus discusses about these problems in the online banking sectors and their various mitigation
solutions that are to be applied to address such problems.
1.4. Definitions
The online banking is used to provide the transactional benefits to the users by the
comfort of their home. This neglects the need of coming down to the bank for transactional
purposes (Pervaiz). The use of an internet connection and their identification is to be provided
for addressing such benefits.
The services provided to the users in these aspects include the transactional benefits as
well as the monitoring of the funds in their respective accounts. In addition, the provisions for
loans or any other benefits can also be addressed by these online aspects (Hole, Moen &
Tjostheim, 2006). Likewise, the users using such services can enjoy the advantages of paying
their utility bills along with the aforementioned benefits.

8PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Most banking services use a security protocol that is set by the standards of the
government. This helps to address the security related concerns of most of the users applying for
the online aspects of the banking solutions.

9PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Chapter 2: Literature review
2.1. Introduction
The online prospects of the banking sector are used to provide transactional benefits to
the users from the comfort of their home. This neglects the need of coming down to the bank for
tending to their needs. The use of an internet connection and identification is the necessary items
required for addressing such benefits. Most banking services use a security protocol that is set by
the standards of the government. This helps to address the security related concerns of most of
the users applying for the online aspects of the banking solutions.
The services provided to the users in this aspect include the transactional benefits as well
as the monitoring of the funds in their respective accounts. In addition, the provisions for loans
or any other benefits can also be addressed by these online aspects. Likewise, the users using
such services can enjoy the advantages of paying their utility bills along with the aforementioned
benefits.
2.2. Concepts of the study
This section of the thesis is used to address the various discussions on the selected topics.
The problems of the online banking and the solutions to these problems are also discussed in this
section of the chapter.
2.2.1. Online banking
The basic definition of the online banking prospects is the acquisition of banking services
by the use of internet. Online banking is also termed as net banking or internet banking due to
the provisions of transactional benefits, utility bill payments and other services (Akturan &

10PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Tezcan, 2012). These services do not require the user to visit the local branch every time they
use their services.
The online aspects of the banks help the user to use the transactional payment cards for
other services over the internet. This is done by providing the details in the secure web pages of
the bank. The bill payment is usually done in this way. The digital banks do not provide direct
ATM access, but allows the user to use these cards in ATMs of other banks (Dauda & Lee,
2015). The main operations of the online banking are done by the use of mobile or computer
devices. The mobile devices uses the mobile versions of the website or application made for the
android or IOS Smartphone. In the computer usage for access to the banking services,
authorization is usually done in the websites of the banking services.
The services provided to the users in these aspects include the transactional benefits as
well as the provisions for monitoring their funds present in their accounts. In addition, the
provisions for loans or any other benefits are addressed by these online aspects. Likewise, the
users using such services can enjoy the advantages of paying their utility bills along with the
aforementioned benefits (Hussain Chandio et al., 2013). Most banking services use a security
protocol that is set by the standards of the government. This helps to address the security related
concerns of most of the users applying for the online aspects of the banking solutions.
2.2.2. Benefits of online banking services
The services provided to the users in these aspects include the transactional benefits as
well as the provisions for monitoring their funds present in their accounts. In this case, the
convenience to the users is the main aim included in the process of online banking. The most
basic work included in the online banking services are the utility bill payments and the transfer

11PROBLEMS AND SOLUTIONS OF ONLINE BANKING
of funds between various accounts as initiated by the user (Maria Correia Loureiro, Rüdiger
Kaufmann & Rabino, 2014). The main advantages are the benefits of transactions that can be
pursued all the time throughout the week. This relieves the users to comply with the banking
time for transacting. As the accounts can be monitored by just connecting to the internet, the
early detection of fraudulent activities are made that helps in reducing the amount of theft in
these sectors. Moreover, these online banking services allow better rates in terms of interest for
the opening or closing of fixed or recurring deposits. In addition, most banking services use a
security protocol that is set by the standards of the government (Mohsin Butt & Aftab, 2013).
This helps to address the security related concerns of most of the users applying for the online
aspects of the banking solutions.
2.2.3. Problems in online banking
The main problems in the usage of the online banking services are the requirement of
internet access. In case of slow internet access, the transactional status may fail to display
leading to unease and disturbance in the peace of mind of the user requesting the transaction
(Agwu & Carter, 2014). In this case, the users may want problem solving solutions from the
executives of the banking services. This is the main problem that has to be addressed in the
customer policies of the services.
In addition, lack of knowledge may lead to grave faults in the accounts of the users
concerned. Unethical individuals are always on the look for such people and constantly send
emails or phishing links to access their accounts. Due to the lack of knowledge, the users may
click on the links that leads to breaches in their accounts (Chavan, 2013). This is the main cause
of problems in case of online banking where a majority of users does not have sufficient
knowledge to protect their assets.

12PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Another major disadvantage of online banking services is the security related issues.
Although, the users are always advised not to access their accounts in the presence of public
networks, rapid pace in life as well as lack in knowledge may lead to connection attempts in
these networks (Montazemi & Qahri-Saremi, 2015). This forms the basis of hacking as the
hackers exploit these vulnerabilities to access accounts of such users. This is the main problem of
the online banking services where the users need to consider the requirements for safe banking
(Nasri & Charfeddine, 2012). Moreover, the presence of cellular data may not be available in
many users phone. This also makes them connect to public networks and the hackers exploit
these options.
2.3. Conceptual Frameworks
This section of the thesis is used to discuss the various frameworks that make up the
online banking services. The main aspects include here are the quality of service, responsiveness,
security and privacy concerns, assurance, reliability and customer retention.
2.3.1. Quality of services
The quality of service is the main aspects of business in nearly all aspects and this is the
reason for their adoption in the banking sectors as well. The main prospects covered are the
efficiency in transactions, exchange of funds between various users and efficiency in shopping
(Chu, Lee & Chao, 2012). In case of the online aspects, the effectiveness in the usage of the
mobile application or the website is the main point of concern for the banking sectors to
implement the innovation in the quality of services.

13PROBLEMS AND SOLUTIONS OF ONLINE BANKING
2.3.2. Responsiveness
Responsiveness in the service is used to address the requirements of the concerned users.
The customer services must tend to the queries of the customers. The questions or any queries
relating to their accounts must also be handled in a prompt and effective way. This helps in
improving the customer relations and makes them stay in business for a long time (Shanka,
2012). Along with the consumer services, the flexibility in the website or the mobile application
is also addressed in this section. Responsiveness in these aspects denotes the provisions for
quicker addressing and issue solving.
2.3.3. Privacy and security
The privacy and the security aspects of online banking is another point of concern for the
banking services representatives. In case of online transactions, users get peace of mind when the
transaction is completed and the user is notified about the success in transactions (Zhou, 2012). It
sometimes happens that transactions are confirmed but the recipient does not which causes
privacy related concerns. The users may need to give their reference number of the transaction to
check it with the bank authorities.
Security is another point of concern where people with lack of knowledge are always
targeted to get valuable insights into their assets. Unethical individuals are always on the look for
such people and constantly send emails or phishing links to access their accounts. Due to the lack
of knowledge, the users may click on the links that leads to breaches in their accounts.

14PROBLEMS AND SOLUTIONS OF ONLINE BANKING
2.3.4. Assurance
The customers must be provided services that will help in addressing trust and confidence
in their use. The services must be addressed in this way so that the customers feel happy in using
these services.
2.3.5. Reliability
Reliability means the service, which is being provided, is reliable in terms of the
customer perspective. The main discussions of this part mean that the services that are being
provided are accurate and dependable.
2.3.6. Customer retention
This section is used to denote the need to keep their customers happy. This in turn leads
to better business works and provides long business continuity. For the customer retention to be
successful, the first impression that occurs during the account creation of the user is the start of
this process (Gupta & Bansal, 2012).
Figure: Conceptual framework
(Source: Created by the author)

15PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Thus, the governing bodies of the banking services needs to analyze these prospects and
make relevant changes to the system to retain their customers as it is seen that the cost of
retaining the old customers is less than the cost of acquiring new customers.
2.4. Summary
The various problems in these aspects are the security issues, requirement for internet
access and the faults in the customer services. Although, the benefits of application of the online
banking prospects in the lives of the customers are life changing, the risks it poses are
devastating to the lives of the concerned people. Due to the use of online banking methods, many
customers had their financial aspects compromised leading to great devastating impacts on a
global level. Thus, the requirements for a solution to the problems in the online banking sectors
are to be implemented so that the use of their services can be continued without the presence of
any concerns among the banking sectors as well as the customers involved.

16PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Chapter 3: Research Methodology
3.1. Introduction
Research Methodologies give the biggest part of research think about that are even critical. This
is on account of the exploration techniques give hypothetical and deliberate way to deal with
achieve the finish of the whole theory. Research approach involves new and a few imperative
strategies, procedures are additionally planned identifying with the standards. This particular
chapter focuses on the various aspects of the Online Banking services along with the pros and
cons of it. The discourse of speculations of Veal (2006) on the exploration philosophy helps in
better understanding and examining the examination point. Utilization of the examination
strategy let individuals comprehend the received strategies for breaking down the exploration of
the basic leadership and the part of marking with all the while (Ong 2017). In 2005, Levine
expressed that the point by point procedure of the examination systems can prompt some basic
mistakes which may make constrains inside the procedure of research. Basic concept of the
online banking is acquisition of banking services by the use of internet. Online banking is also
termed as the internet banking or net banking to the provisions of transactional benefits, utility
bills payments and other services.
3.2. Research Design
As we have discussed in the conceptual diagram of the research study of Online Banking,
we can see that there are one independent variable and five dependable variables. The framework
shows along the direct relationship between the dependable and independent variables (Ray &
Ghosh, 2017). The types and intensity of the research is vital to be explored and the relationship

17PROBLEMS AND SOLUTIONS OF ONLINE BANKING
as well such that the purpose of the study can be met. This study may help in the banking sectors
to understand, identify and improve the customer’s retention from the customer’s perspective.
Thus, banking sectors will be able to make plans accordingly or make strategies and hence try to
innovate a good online banking process to retain more consumers.
3.3. Research Onion
Research onion is portrayed as an instrument of the strategy that can help in posting the
key divisions of any exploration that can effectively break down the subject. In 2009, Ellis and
Levy clarified that the examination onion as a device is useful for scholastic understudies. This
by following each phase of systems leads the exploration procedure in an appropriate
arrangement, which helps in determining consequences of the examination procedure. The
Research onion has been arranged in six principle divisions: systems, approaches, time skylines,
decisions, methods, rationalities and techniques. The idea of the truth is managed by Ontological
reasoning and this expects specialists to consider how the world works and how the general
public ought to be built further. Philosophy henceforth discusses the distinction of the truth,
individuals' view of reality and the strategy by how the methods impact individuals' conduct.
There are add up to three sorts of philosophical positions: objectivism, constructivism and
practicality. Epistemology manages the addresses the variables by soliciting the definition from
worthy teach (McInnes et al., 2017). This is for the most part utilized as a part of logical
examines which look for actualities and data which are demonstrated with no uncertainty as
opposed to changing the feelings and circumstances. Axiology let the specialist comprehend and
recognize the part of the esteem and the suppositions in the gathering of the chose explore
alongside the examination that has been made to adjust the impact. In the study of the research
layer technique this research onion could be used that enables the benefits of better research and

18PROBLEMS AND SOLUTIONS OF ONLINE BANKING
collect more data for the analysis of the result. A researcher always needs to follow the layer of
research onion such that a structured procedure can be adopted for the further research process.
3.4. Research Approach
As opined by Chandra and Sharma (2013), Research Approach can characterize the
whole arranging and in addition process for executing the whole research work suitably from
begin to end in some strong way. Then again, as uncovered by some down to earth try there are
two sorts of research approach that should be possible for the directing any examination work.
Those methodologies are Inductive Research approach and Deductive research approach.
Inductive research approach alludes to watch and recognize the information and data alongside
legitimate examination. What's more, the damaging methodology alludes to create appropriate
research theory according to the previous hypotheses that are identified with the exploration
point. In any case, Finn et al. (2000) pointed that for any subject the inductive approach can fill
the need of another hypothesis building. On the other hand, as a procedure the deductive
approach is utilized that can portray the down to earth use of the hypothetical examination to can
access substance of any exploration paper. Deductive approach consequently expects to fabricate
a hypothesis with ideas of information investigation and more particulars.
In this research Inductive approach has been used. Under this approach there will be a
analysis of the data collected.
3.5. Participants
The researcher needs to follow a particular ethics of conduct during the process of
research methodology that helps in identifying the right and the wrong sets of behavior which is

19PROBLEMS AND SOLUTIONS OF ONLINE BANKING
required to be adopted during the process. The researcher for analyzing the role of Online
Banking along with the problems and the ways that these problems could be solved following
few ethical considerations that may help in gaining standardization to the given research topic
(Acquisti et al., 2017). Thus bringing into account the different aspects in the field, the number,
gender, age, socio-economic can be found with some ethical consents.
3.6. Instrumentation
A structured questionnaire has been selected for the study. The questionnaire consists of
10 questions regarding the usage, service quality, security, reliability and responsiveness of the
customers. These questions have options that vary according to the customer’s need.
3.7. Procedure
The procedure that has to be used in this thesis research is by Online Survey process. The
questionnaire has been distributed among 50 respondents through online. It was done ethically
without any pressure to the customers. Only the interested participants answered the question
thus the responses were recorded, codified and analyzed accordingly.
3.8. Data Processing and Analysis
The data collective in 2006, Veal clarified that the information accumulation empowers
standard configurations of research work that aides in the determination of exact outcome in the
exploration paper process. Information by and large considered as some valuable gathering of
crude data and realities that can help in the investigation of any exploration point giving better
insights about it.

20PROBLEMS AND SOLUTIONS OF ONLINE BANKING
3.8.1. Data Source: Primary and Secondary
Information sources are peaceful useful for entering the examination subject and in this
way makes simpler for the extraction of data according to the necessity. Information sources
have two fundamental classes the Primary and the Secondary information source which can give
materials and along these lines helps in picking up data on the examination theme. In 2000,
Gomm et al. clarifies the essential information source as accommodating for gathering of crude
materials which specifically could be provided food understanding the necessities of the subject.
The illumination of legitimacy and unwavering quality is by and large required in the direct
information accumulation, though in optional sources, the information are utilized to augment
the idea of the examination point. This empowers for better investigation and contribution of
more information and depiction of the examination theme.
3.8.2. Data technique: Qualitative and Quantitative
For better detailing of the topic to be researched the Qualitative data can be helpful in
recording narrative form of data. On the other hand Quantitative data applies, statistical data that
proves to be essential in data recording of large sample sizes. The researcher gathers highly
important data and information from various sources on conducting this research “Problems and
solution of Online Banking”.
3.9. Limitation of the Study
All through the whole research examine, the scientist will direct this territory of
concentrate with most extreme care. Be that as it may, due excessively couple of confinements,
there can be some hole. It is subsequently important to specify that, time can be a main
consideration and impediment of time for this specific research contemplate in light of the fact

21PROBLEMS AND SOLUTIONS OF ONLINE BANKING
that huge learning is gotten and in addition revenant information and data takes much time
utilization. On the other hand, since this research study is based on the Problems and relevant
solution of online banking where no targeted population is selected.
3.10. Chapter Summary
In this chapter we have discussed the research methodology of this thesis paper. This
section includes the research design describing the anticipated approach to the research paper or
strategy that are to be used and concluding on how these strategies are appropriate for the
research and the research onion. Describe the anticipated sample population along with the
techniques of approaching to the population and getting permission. The way the data has been
collected and usage of this data, also providing the details about the procedure of anticipation of
the researcher. The data processing techniques has been clarified and analysis of the study as
well.

22PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Chapter 4: Results
In this particular discussion of the result chapter, the research will discuss the outcomes
of this entire research study. As per the basis of the secondary data, the researcher is able to draw
a suitable depth analysis on the research topic “Problems and solution of Online Banking”. To
get to a budgetary establishment's web based managing an account office, a client with Internet
get to would need to enlist with the foundation for the administration, and set up some passwords
for the verification process of customers (Anderson et al, 2017).
The following tables and charts are according to the survey that has been placed in order
to know the opinion of different age group of people about the pros and cons of Online Banking
service. The tables and charts have been placed according to the feedback received.

23PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 1: Login / Sign off are not easy
Options Frequency Percentage Total
Strongly Disagree 4 8% 50
Disagree 9 18% 50
Neutral 3 6% 50
Agree 14 28% 50
Strongly Agree 20 40% 50
Strongly
Disagree Disagree Neutral Agree Strongly
Agree
0%
5%
10%
15%
20%
25%
30%
35%
40%
8%
18%
6%
28%
40%
Chart 1: Login / Sign off are not easy
Analysis 1: As we can see from the chart most people of strongly agree on the fact that online
banking is easily accessible. The people who disagreed to the circumstance are ought to be
negligible as compared to the strongly agreed percentage.

24PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 2: Lack of security in transactions
Options Frequency Percentage Total
Strongly
Disagree 4 8% 50
Disagree 9 18% 50
Neutral 5 10% 50
Agree 14 28% 50
Strongly Agree 18 36% 50
8% 18%
10%
28%
36%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 2: Lack of security in transactions
Analysis 2: Most of the people agree on the fact that there are still many transaction issues
regarding online banking. The percentage of agreeing people is almost 60% more than the people
facing no issues regarding transactions. Hence this must be taken as a major feedback.

25PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 3: Lack of appropriate software
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 3 6% 50
Disagree 10 20% 50
Neutral 18 36% 50
Agree 6 12% 50
Strongly Agree 13 26% 50
Strongly
Disagree Disagree Neutral Agree Strongly
Agree
0%
5%
10%
15%
20%
25%
30%
35%
40%
6%
20%
36%
12%
26%
Chart 3: Lack of appropriate software
Analysis 3: There has been a 36% of neutral response on the acknowledgement of Lack in
appropriate software in banking sectors. While compared to the disagreement of people on the is
lesser than the total percentage of the agreeing people over the lack in software for the
organization that is almost about 38% of the total feedback.

26PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 4: Not providing information
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 6 12% 50
Disagree 11 22% 50
Neutral 8 16% 50
Agree 17 34% 50
Strongly Agree 8 16% 50
12%
22%
16%
34%
16%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 4: Not providing information
Analysis 4: Mostly people agreed about not providing the required information in the online
platform for banking at about 50%. Whereas people disagreeing over the fact are quite lesser as
compared at about 34%. Hence, there is a requirement of upgrading the system software and
make it users friendly.

27PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 5: Not being able to maintain security
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 5 10% 50
Disagree 6 12% 50
Neutral 10 20% 50
Agree 17 34% 50
Strongly Agree 12 24% 50
10%
12%
20%
34%
24%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 5: Not being able to maintain security
Analysis 5: Most people agreed on the fact that there is a lack of security measurement in the
online banking process. Since now a day data breaches are very common, people usually
concerns about the security and hence does strongly agree on the lack of maintenance of the bank
security system.

28PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 6: Not giving fast response
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 9 18% 50
Disagree 10 20% 50
Neutral 10 20% 50
Agree 10 20% 50
Strongly Agree 11 22% 50
18%
20%
20%
20%
22%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 6: Not giving fast response
Analysis 6: According to the table and chart Response from the website has been neutral to all
that is within 18-22% approx. Hence, we can say from this chart that fast response is not an issue
that can be innovated in any aspect.

29PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 7: Leaving the operation unfinished
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 5 10% 50
Disagree 7 14% 50
Neutral 1 2% 50
Agree 28 56% 50
Strongly Agree 9 18% 50
4%
14%
2%
56%
24%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 7: Leaving the operation unfinished
Analysis 7: Mostly people agree (56%) that there has been a tendency of the website to leave the
operations like transaction, transfer of money has been kept unfinished. And thus creates a
problem and dilemma amongst people to use the website again.

30PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 8: Internet banking can be tampered with by others
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 5 10% 50
Disagree 7 14% 50
Neutral 1 2% 50
Agree 28 56% 50
Strongly Agree 9 18% 50
10%
14%
2%
56%
18%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 8: Internet banking can be tampered with by others
Analysis 8: It has been agreed by most of the people taken feedback (56%) that the internet
banking can be tampered with others. Hence this a major issue that has to be taken care of as
immediately as possible by the authority.

31PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 9: Waiting for long time for conducting of transactions
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 9 18% 50
Disagree 10 20% 50
Neutral 2 4% 50
Agree 22 44% 50
Strongly Agree 7 14% 50
18%
20%
4%
44%
14%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 9: Waiting for long time for conducting of transactions
Analysis 9: As there is still an issue with the software of the banks and their usage of cloud,
most of the people agreed that there are several problems created during the transaction process
over internet. We can consider it a major issue to be concerned of as in this time period people
may not agree to give extra time to make a small transaction.

32PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Table 10: Too many steps in processing transaction
Options
Frequenc
y
Percentag
e
Tota
l
Strongly
Disagree 7 14% 50
Disagree 9 18% 50
Neutral 0 0% 50
Agree 27 54% 50
Strongly Agree 7 14% 50
14%
18%
54%
14%
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Chart 10: Too many steps in processing transaction
Analysis 10: Mostly people agreed that there are many steps on the online transaction. Though it
has been researched and thus implemented due to the security and privacy concerns of the
customers as well as of the banks. Since, securing the database and the money are the main
aspect of the banking sector. But as per the customer’s requirement it is vital to make fewer steps
for the transaction keeping the security fact in mind.

33PROBLEMS AND SOLUTIONS OF ONLINE BANKING

34PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Chapter 5: Discussion
This chapter summarizes the whole problem statement of the thesis study. The main aim
of this thesis study is to discuss and spread awareness about the problems associated with online
banking from the customer perspective. The various problems in these aspects are the security
issues, requirement for internet access and the faults in the customer services. Although, the
benefits of application of the online banking prospects in the lives of the customers are life
changing, the risks it poses are devastating to the lives of the concerned people. The thesis
mainly discusses about the problems and the solutions of the online banking aspects. Due to the
increased use of these aspects by the customers of all the banks, the security protocols are to be
enhanced. The various risks like the faulty securities in the system and the lack of proper
knowledge of the customers lead to various devastations leading to grave financial depths for the
user as well as the banking sector. The privacy and the security aspects of online banking is
another point of concern for the banking services representatives. In case of online transactions,
users get peace of mind when the transaction is completed and the user is notified about the
success in transactions. It is researched that due to the lack of knowledge, the users may click on
the links that leads to breaches in their accounts. Thus, the requirements for a solution to the
problems in the online banking sectors are to be implemented so that the use of their services can
be continued without the presence of any concerns among the banking sectors as well as the
customers involved.

35PROBLEMS AND SOLUTIONS OF ONLINE BANKING
Chapter 6: Conclusion
6.1. Conclusion of the thesis
The online aspects of the banking sectors need to identify the various problems
associated with the customers. As the customers are the sole purpose of the business, addressing
their solutions will lead to greater prospects for the business. This in turn will show growth in the
banking sectors and the customer relationship will be enhanced. The services provided to the
users in these aspects include the transactional benefits as well as the monitoring of the funds in
their respective accounts. In addition, the provisions for loans or any other benefits can also be
addressed by these online aspects. This in turn leads to the increase of problems faced by the
banking sectors including the loss of business due to which the loss of customer engagement on
the online parameters is evident.
Thus, it is concluded from the thesis that the services that are present in the market are to
be enhanced for better security addressing and better customer retention polices. For addressing
the customer retention policies successfully, the first impression during the account creation of
the user has to be good and risk free. Thus the governing bodies of the banking services needs to
analyze these prospects and make relevant changes to the system to retain their customers as it is
seen that the cost of retaining the old customers is less than the cost of acquiring new customers.

36PROBLEMS AND SOLUTIONS OF ONLINE BANKING
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