Chapter - IV ANALYSIS AND...

Chapter - IV

ANALYSIS AND

INTERPRETATION

109

CHAPTER - IV

ANALYSIS AND INTERPRETATION

The following pages of this chapter encompasses the systematic analysis of

the data collected from the selected respondents to determine their perception towards

the e-Banking services of both the private and public sector banks. These are the data

collected from the selected respondents in a significant manner and tabulated

systematically. The collected data are divided in to both private and public sector

respondent wise to determine the results. The inferences are drawn and presented then

there with clean emphasis. This section is divided into two parts viz., the data analysis

in simple for the understanding of the perception, satisfaction and problems of the

e-banking services of the selected customers of both private and public sector banks

and the hypothetical analysis on the basis of the hypotheses framed significantly. The

researcher has given much significance to the selection of respondents and more

careful in tabulation of the information collected in a chronological order. This would

help to obtain the accurate results for analytical purpose as well as important findings.

The following pages would depict the tabulated data collected from the

respondents and inferences drawn from the analysis:

110

The gender of the respondents is the important variable in determining their

attitudes and perception towards their general activities and in specific the e-banking

services of the select banks. In this regard, the researcher has classified the selected

respondents on the basis of their gender and presented in the table below:

TABLE IV.1

GENDER WISE CLASSIFICATION OF THE RESPONDENTS

Gender Private Sector Banks Public Sector Banks Total

Respondents % Respondents % Respondents %

Male 150 60.0 143 57.2 293 58.6

Female 100 40.0 107 42.8 207 41.4

Total 250 100 250 100 500 100

Source: Primary data

The above table shows the gender wise classification of the selected

respondents of both private and public sector banks for the study. Among the selected

250 private bank respondents, 150 (60 per cent) respondents are male and 100 (40 per

cent) respondents are female. Out of the total 250 respondents of public sector banks,

143 respondents (57.2 per cent) are male and the rest of 107 respondents (42.8 per

cent) are female.

Out of the total 500 selected respondents for study purposes, 293 respondents

(58.6 per cent) are male and the rest of 207 respondents (41.4 per cent) are female.

This shows the maximum of male respondents included in the study due to

availability as per the survey conducted. It is to conclude that 150 respondents of

private banks and 143 respondents of public sector banks are male under study.

111

The following table shows the marital status wise classification of the

respondents which is most significant variable that determines the savings and other

related activities related to banks for the empowerment. Hence, the researcher has

considered such as most vital part and tabulated below:

TABLE IV.2

MARITAL STATUS WISE CLASSIFICATION OF THE RESPONDENTS

Marital Status

Private Sector

Banks

Public Sector

Banks Total


Married 134 53.6 133 53.2 267 53.4

Unmarried 116 46.4 117 46.8 233 46.6

Total 250 100 250 100 500 100

Source: Primary data.

The above table shows the classification of the respondents on the basis of

their marital status. Out of the total 250 private bank respondents selected for the

study, 134 respondents (53.6 per cent) are married and the rest of 116 respondents

(46.4 per cent) are unmarried. Among the selected 250 public sector bank

respondents, 133 respondents (53.2 per cent) are married and the rest of 117

respondents (46.8 per cent) are unmarried.

Out of the total 500 respondents of both the banks, 267 respondents (53.4 per

cent) are married and the rest of 233 respondents (46.6 per cent) are unmarried. This

exhibits the interest of the married respondents in banking activities that are signified

112

from the survey. It is concluded that nearly 134 respondents of private banks and 133

respondents of public banks are married under the study.

The following page reveals the age wise classification of the respondents

selected for the study purpose because the age is another vital variable that certainly

determines the individual’s banking activities for their growth.

TABLE IV.3

AGE WISE CLASSIFICATION OF THE RESPONDENTS

Age

Private Sector

Banks Public Sector Banks Total


Below 30yrs 83 33.2 82 32.8 165 33.0

31 to 40yrs 105 42.0 114 45.6 219 43.8

41 to 50yrs 37 14.8 22 8.8 59 11.8

51yrs &

above 25 10.0 32 12.8 57 11.4

Total 250 100 250 100 500 100


The above table exhibits the age wise classification of the respondents of both

the banks selected for the study. Out of the total 250 private bank respondents, 83

respondents (33.2 per cent) belongs to the age group of below 30 years; 105

respondents (42 per cent) belongs to 31-40 years; 37 respondents (14.8 per cent)

belongs to 41-50 years; and the rest of 25 respondents (10 per cent) belongs to 51

years and above group of age. Among the total 250 respondents of public sector

banks, 82 respondents (32.8 per cent) belong to below 30 years of age; 114

respondents (45.6 per cent) belongs to 31-40 years; 22 respondents (8.8 per cent)

belongs to 41-50 years; and the rest of 32 respondents (12.8 per cent) belongs to 51

and above group of age.

113

Out of the total 500 respondents of both the banks, 165 respondents (33 per

cent) belongs to the age group of below 30 years; 219 respondents (43.8 per cent)

belongs to 31-40 years of age; 59 respondents (11.8 per cent) belongs to 41-50 years

of age; and the rest of 57 respondents (11.4 per cent) belongs to the age group of 51

years and above. This shows the initiative and interest of the respondents of 31-40

years of age group in banking activities in particular e-banking transactions. The

maximum of 105 respondents of private banks and 219 respondents of public banks

are found from the age group of 31-40 years under study.

The following table exhibits the educational qualifications wise classification

of the respondents. The necessity of this classification is to determine the perception

of the respondents towards the involvement in e-banking activities and the utilization

of the benefits of the e-banking transactions.

TABLE IV.4

BASED ON THE QUALIFICATIONS THE CLASSIFICATION OF THE

RESPONDENTS

Educational

Qualifications

Private Sector

Banks

Public Sector

Banks Total


Primary 27 10.8 72 28.8 99 19.8

HSC 93 37.2 82 32.8 175 35.0

UG 99 39.6 61 24.4 160 32.0

PG 24 9.6 29 11.6 53 10.6

Professional 7 2.8 6 2.4 13 2.6

Total 250 100 250 100 500 100


114

The above table shows the educational qualifications wise classification of the

respondents for the purpose of the analysis of the variable. Out of the total 250 private

sector bank respondents, 27 respondents (10.8 per cent) have got the primary

education; 93 respondents (37.2 per cent) have crossed higher secondary education;

99 respondents (39.6 per cent) have got the UG degree; 24 respondents (9.6 per cent)

are PG degree; and the rest of 7 respondents (2.8 per cent) are professionally

qualified.

Among the total 250 public sector bank respondents, 72 respondents (28.8 per

cent) have got the primary education; 82 respondents (32.8 per cent) have crossed the

higher secondary education; 61 respondents (24.4 per cent) have got the UG degree;

29 respondents (11.6 per cent) are PG degree; and the rest of 75 respondents (30 per

cent) are professionally qualified.


cent) have got the primary education; 175 respondents (35 per cent) have got the

Higher secondary education; 160 respondents (32 per cent) have possessed the UG

degree; 53 respondents (10.6 per cent) have got the PG degree; and the rest of 13

respondents (2.6 per cent) are professionally qualified.

It is found that the interest of the respondents who possessed the higher level

education in the e-banking transactions, particularly those who completed their

schooling and degree levels. It is also found that among the total respondents, 99

respondents of private sector banks have completed their UG degree and 82

respondents of public sector banks have completed the higher secondary education

under the study.

115

The following table depicts the classification of the respondents on the basis of

their occupational status which influences them towards their proportion of banking

activities particularly the e-banking transactions for their personal purposes.

TABLE IV.5

THE CLASSIFICATION OF THE RESPONDENTS BASED ON THE STATUS

OF THEIR OCCUPATION

Occupational

Status

Private Sector

Banks

Public Sector

Banks Total


Govt. 74 29.6 82 32.8 156 31.2

Private 54 21.6 59 23.6 113 22.6

Business 6 2.4 4 1.6 10 2.0

Professional 27 10.8 30 12.0 57 11.4

Others 89 35.6 75 30.0 164 32.8

Total 250 100 250 100 500 100


The above table shows the occupational status wise classification of the

respondents for the purpose of analysis. Out of the total 250 private sector bank

respondents, 74 respondents (29.6 per cent) are in govt. departments; 54 respondents

(21.6 per cent) are in private firms; 6 respondents (2.4 per cent) are doing their

business; 27 respondents (10.8 per cent) are professionals; and the rest of 89

respondents (35.6 per cent) are otherwise engaged.

116

Among the total 250 respondents of public sector banks, 82 respondents (32.8

per cent) are in govt. departments; 59 respondents (23.6 per cent) are in private firms;

4 respondents (1.6 per cent) are doing their business; 30 respondents (12 per cent) are

professionals; and the rest of 75 respondents (30 per cent) are otherwise engaged.


cent) are in govt. departments; 113 (22.6 per cent) respondents are in private firms; 10

respondents (2 per cent) are doing their business; 57 respondents (11.4 per cent) are

professionals; and the rest of 164 respondents (32.8 per cent) are otherwise engaged.

It is found that the maximum of the private and public sector banks

respondents are in government departments that necessitates their regular banking

transactions, particularly e-banking activities. It is also noted that 74 respondents of

private sector banks and 82 respondents of public sector banks are in government

departments.

The following table depicts the classification of the respondents on the basis of

their monthly income with the reason that the monthly income is the main criterion

influencing the volume of banking activities of the individuals. Hence, such

classification is made for analytical purposes.

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TABLE IV.6

THE CLASSIFICATION OF THE RESPONDENTS BASED ON THE

MONTHLY INCOME

Monthly

Income

Private Sector



Below

Rs.10000 77 30.8 89 35.6 166 33.2

Rs.10001 to

25000127 50.8 105 42.0 232 46.4

Rs.25001 to

5000025 10.0 27 10.8 52 10.4

Rs.50001 &

above 21 8.4 29 11.6 50 10.0

Total250 100 250 100 500 100


The above table encompasses the monthly income wise classification of the

respondents on the core. Out of the total 250 respondents of private sector banks, 77

respondents (30.8 per cent) are earning Rs.10000 and below; 127 respondents (50.8

per cent) are earning Rs.10001 to Rs.25000; 25 respondents (10 per cent) are earning

Rs.25001 to Rs.50000; and the rest of 21 respondents ( 8.4 per cent) are earning

Rs.50000 and above as their monthly income.

Among the total 250 public sector bank respondents, 89 respondents (35.6 per

cent) are earning Rs.10000 and below; 105 respondents (42 per cent) are earning

Rs.10001 to Rs.25000; 27 respondents (10.8 per cent) are earning Rs.25001 to

Rs.50000; and the rest of 29 respondents (11.6 per cent) are earning Rs.50001 and

above as their monthly income.

118


cent) are earning Rs.10000 and below; 232 respondents (46.4 per cent) are earning

Rs.10001 to Rs.25000; 52 respondents (10.4 per cent) are earning Rs.25001 to

Rs.50000; and the rest of 50 respondents (10 per cent) are earning Rs.50000 and

above as their monthly income.

It is found that the volume of monthly income of the respondents fell in

between Rs.10001 to Rs.25000 was very huge with no. of respondents. Hence it is

concluded that the maximum no. of selected respondents are earning between

Rs.10001 to Rs.25000. Out of the total, 127 respondents of private sector banks and

105 respondents of public sector banks are earning Rs.10001 to Rs.25000.

The residential area is the significant determinant in the perception of the

customers in all their activities particularly in banking as well as the e-banking

activities because it justifies their progress through the distance travelling,

accessibility and others. Hence it is signified with a research perception and tabulated

below:

TABLE IV.7

RESIDENTIAL STATUS WISE THE CLASSIFICATION OF THE

RESPONDENTS

Residential

Area

Private Sector

Banks

Public Sector

Banks Total


Urban 107 42.8 116 46.4 223 44.6

Semi-urban 77 30.8 72 28.8 149 29.8

Rural 66 26.4 62 24.8 128 25.6

Total 250 100 250 100 500 100


119

The above table shows the classification of the respondents on the basis of

their area of residence viz., Urban, Semi-urban and Rural. Out of the total 250 private

sector bank respondents, 107 respondents (42.8 per cent) are residing at urban area;

77 respondents (30.8 per cent) are at semi-urban area; and the rest of 66 respondents

(26.4 per cent) are residing at rural area.

Among the total 250 public sector bank respondents, 116 respondents (46.4

per cent) are residing at urban area; 72 respondents (28.8 per cent) are residing at

semi-urban area; and the rest of 62 respondents (24.8 per cent) are residing at rural

area.


cent) are residing at urban area; 149 respondents (29.8 per cent) are residing at semi-

urban area; and the rest of 128 respondents (25.6 per cent) are residing at rural area.

It is found that the residential area of the respondents has an impact on their

banking activities due to their time and distance of their travel to the banks and doing

their activities particularly the e-banking transactions, because all of the respondents

might not have the facilities at their hands perhaps the lack of technological supports

at their residences.

Out of the total respondents, 107 private bank respondents (42.8 per cent) are

residing at urban area and 116 respondents of public sector banks (46.4 per cent) are

residing at urban area, which are the maximum portion of the total selected for the

study. It is concluded that the urban respondents are the majority in number among

the total selected respondents for the study purposes.

120

The specification of the frequency of using the e-banking services is an

important determinant in the perception of the customers towards the e-banking

services provided by the banks. The researcher has taken into account the same with

yes or no option inquiry and asked the respondents for their opinion. As they

answered, the results are tabulated and presented below:

TABLE 1V.8

THE DETAILS OF THE FREQUENT USE OF THE E-BANKING SERVICES

(in 3 months duration)

Services

Yes No. of

Times

No

Private

Sector Bank

Respondents

Public

Sector Bank

Respondents

Private

Sector Bank

Respondents

Public

Sector Bank

Respondents

Mobile Recharge 162

(64.8)

189

(75.6)

Often 88

(35.2)

61

(24.4)

Payment of

Telephone Bill

143

(57.2)

152

(60.8)

Every

time

107

(42.8)

98

(39.2)

Payment of

Electric Bill

126

(50.4)

142

(56.8)

Once in

two

months

124

(49.6)

108

(43.2)

Money Transfer 156

(62.4)

182

(72.8)

If

required

94

(37.6)

68

(27.2)

Railway Ticket

Booking

66

(26.4)

94

(37.6)

If

necessary

184

(73.6)

156

(62.4)

Air Ticket

Booking

24

(9.6)

18

(7.2)

Non-

often

226

(90.4)

232

(92.8)

Filing of Tax

Return

68

(27.2)

78

(31.2)

Every

year

182

(72.8)

172

(68.8)

Investments etc 96

(38.4)

107

(42.8)

When

funds

available

154

(61.6)

143

(57.2)


Note : Figures in parentheses are percentages.

121

The above table shows the results of the inquiry made with the selected

respondents for their opinion on the frequency of using the e-banking services of both

the banking sectors. Out of the total 250 respondents of private sector banks, 162

respondents (64.8 per cent) use the e-banking services for mobile recharge and 88

respondents (35.2 per cent) not uses the services. 143 respondents (57.2 per cent) use

the services for payment of telephone bills and 107 respondents (42.8 per cent) not

use the same. 126 respondents (50.4 per cent) use the services for payment of electric

bills and 124 respondents (49.6 per cent) not use the same.

Out of the total, 156 respondents (62.4 per cent) use the services for money

transfer and 94 respondents (37.6 per cent) not use the same. 66 respondents (26.4 per

cent) use the services for railway ticket booking and 184 respondents (73.6 per cent)

not utilize the same. Among them 24 respondents (9.6 per cent) use the same for air

ticket booking and 226 respondents (90.4 per cent) not use the services. 68

respondents (27.2 per cent) use the services for filing of tax returns and 182

respondents (72.8 per cent) not use the same. 96 respondents (38.4 per cent) use the

services for their investments in several avenues and 154 respondents (61.6 per cent)

not use the services.

Out of the total 250 respondents of public sector banks, 189 respondents (75.6

per cent) use the e-banking services for mobile recharge and 61 respondents (24.4 per

cent) not uses the services. 152 respondents (60.8 per cent) use the services for

payment of telephone bills and 98 respondents (39.8 per cent) not use the same. 142

respondents (56.8 per cent) use the services for payment of electric bills and 108

respondents (43.2 per cent) not use the same. Out of the total, 182 respondents (72.8

122

per cent) use the services for money transfer and 68 respondents (27.2 per cent) not

use the same. 94 respondents (37.6 per cent) use the services for railway ticket

booking and 156 respondents (62.4 per cent) not utilize the same. Among them 18

respondents (7.2 per cent) use the same for air ticket booking and 232 respondents

(92.8 per cent) not use the services. 78 respondents (31.2 per cent) use the services for

filing of tax returns and 172 respondents (68.8 per cent) not use the same. 107

respondents (42.8 per cent) use the services for their investments in several avenues

and 143 respondents (57.2 per cent) not use the services.

The opinions are consolidated for both the banks and presented that the mobile

recharge is done often; payment of telephone bill is at every time; payment of electric

bill at once in two months; the money transfer is done as and when required; the

railway ticket booking is done if necessary; the air ticket booking is done non-often;

the tax returns are filed at the end of every year; and the investments are done through

e-banking services as and when the funds are available with the respondents.

It is found that the maximum of respondents of both the banking sectors have

opined on the use of e-banking services as to recharge their mobiles viz., 162

respondents of private banks and 189 respondents of public banks. This would reveal

their regular access to the e-banking services to a particular activity not for others.

The Name of the bank and the account maintenance of the individual

respondents would reveal their interest in the e-banking activities for their regular

access. The banks are classified into public and private sector and the no. of banks are

limited to five for the study purposes.

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TABLE IV.9

CLASSIFICATION OF THE RESPONDENTS ON THE BASIS OF THEIR

HOLDING OFACCOUNTS WITH BANKS

Name of the

bank

(Private)

Private Sector

Banks

Name of

the bank

(Public)

Public Sector

Banks Total


ICICI Bank 54 21.6State bank

of India 50 20.0 104 20.8

Karur Vysya

Bank 51 20.4 Indian Bank 68 27.2 119 23.8

City Union

Bank 19 7.6

Indian

Overseas

bank

16 6.4 35 7.0

HDFC Bank 47 18.8Canara

Bank 38 15.2 85 17.0

ING Vysya

Bank79 31.6

Bank of

India 78 31.2 157 31.4

Total 250 100 Total 250 100 500 100


Among the selected 250 private bank respondents, 54 respondents (21.6 per

cent) are the ICICI bank account holders; 51 respondents (20.4 per cent) are the KVB

account holders; 19 respondents (7.6 per cent) are the CUB account holders; 47

respondents (18.8 per cent) are the HDFC bank account holders; and the rest of 79

respondents (31.6 per cent) are the ING Vysya bank account holders.

Among the selected 250 public sector bank respondents, 50 respondents (20

per cent) are the SBI account holders; 68 respondents (27.2 per cent) are the Indian

Bank account holders; 16 respondents (6.4 per cent) are the IOB account holders; 38

respondents (15.2 per cent) are the Canara bank account holders; and The rest of 78

respondents (31.2 per cent) are the Bank of India account holders.

124

It is to sum up that, out of the total 500 selected respondents of both the banks,

79 respondents (31.6 per cent) of private sector banks are the account holders of ING

Vysya bank and 78 respondents (31.2 per cent) of public sector banks are the account

holders of Bank of India.

It is found that the maximum 79 respondents of private sector banks are the

ING Vysya bank account holders; and the minimum of 16 respondents (6.4 per cent)

of the public sector banks are the account holders of Indian Overseas Bank. This

shows their interest in operating the accounts with many different banks for their

personal purposes.

The opinion of the respondents regarding their no. of account holdings at bank

are signified and drawn for the purpose of analysis. This is to know their interest in

operating and accessing the accounts at several banks for their personal use. Hence

the researcher has drawn their opinion and tabulated as below:

TABLE IV.10

CLASSIFICATION OF THE RESPONDENTS ON THE BASIS OF HOLDING

OF NUMBER OFACCOUNTS

Details

Private Sector



One Bank 84 33.6 138 55.2 222 44.4

More than

One Bank 166 66.4 112 44.8 278 55.6

Total 250 100 250 100 500 100


125

The above table exhibits the status of the respondents in connection with the

no. of account holdings in the banks. Out of 250 selected private bank respondents, 84

respondents (33.6 per cent) hold their accounts with one bank and the rest of 166

respondents (66.4 per cent) hold their accounts with more than one bank.

Among the total 250 selected respondents of the public sector banks, 138

respondents (55.2 per cent) hold their accounts with one bank and the rest of 112

respondents (44.8 per cent) hold their accounts with more than one bank.

Out of the total 500 selected respondents of both the banks, 222 respondents

(44.4 per cent) hold their accounts with one bank and the rest of 278 respondents

(55.6 per cent) hold their accounts with more than one bank. This shows the interest

of so many respondents to have access with more than one bank. Most of the

respondents in the private sectors hold their accounts with more than one bank. It is

concluded that 166 respondents of private sector banks hold their accounts with more

than one bank; but 138 public sector bank respondents hold one account with the

banks as maximum.

The online transactions, particularly the e-banking transactions are to be done

through the internet access of the customers on their own either using the PCs or the

data cards in mobiles. Hence, the researcher has asked the opinions of the selected

respondents on their internet access either on own or with the help of others. All the

respondents have accepted they have an account access to internet either on their own

or through others.

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TABLE IV.11

SEGREGATION OF THE RESPONDENTS ON THEIR OPERATIONAL

ACCESS TO INTERNET

Details

Private Sector

Banks

Public Sector

Banks Total


Office 99 39.6 113 45.2 212 42.4

Home 112 44.8 119 47.6 231 46.2

Browsing

Centre 39 15.6 18 7.2 57 11.4

Total 250 100 250 100 500 100


The above table shows that the operational access to internet of the selected

respondents. Out of the total 250 selected private sector respondents, 99 respondents

(39.6 per cent) have an access to internet at their offices; 112 respondents (44.8 per

cent) have an access at their homes; and the rest of 39 respondents (15.6 per cent)

have an access at browsing centers for their convenience.

Among the selected 250 respondents of the public sector banks, 113

respondents (45.2 per cent) have an access to internet at their offices; 119 respondents

(47.6 per cent) have an access to internet at their homes; and the rest of 18

respondents (7.2 per cent) have an access at browsing centers for their convenience.

It is found that out of the total selected 500 respondents, 212 respondents (42.4

per cent) have an access to internet at their offices; 231 respondents (46.2 per cent)

127

have an access at their homes; and the rest of 57 respondents (11.4 per cent) have an

access at browsing centers for their convenience.

It is also found that the maximum of 112 respondents of the private sector

banks have an access to internet at their homes; and 119 respondents of the public

sector banks have an access to internet at their homes. This is due to their facilitated

operations to internet for their account access with the banks.

The importance of the security of the financial information available and the

management of the same over internet to the banks is the challenging prospects today.

The banks have to keep the customers feel secured over their information kept. In this

regard, the selected respondents are requested to present their opinions and presented

below:

TABLE IV.12

OPINION ON THE FINANCIAL INFORMATION SECURITY OF

CUSTOMERS

OpinionsPrivate Public Total


Very Secured 95 38.0 86 34.4 181 36.2

Secured 80 32.0 80 32.0 160 32.0

Not secured 24 9.6 35 14.0 59 11.8

Unsecured 36 14.4 39 15.6 75 15.0

Highly

unsecured 15 6.0 10 4.0 25 5.0

Total 250 100 250 100 500 100


128

The above table exhibits the opinion of the respondents on their security of the

financial information available with the bankers and managed over the internet.

Among the total 250 selected respondents of private sector banks, 95 respondents (38

per cent) very much secured; 80 respondents (32 per cent) secured; 24 respondents

(9.6 per cent) said not secured; 36 respondents (14.4 per cent) said unsecured; and the

rest of 15 respondents (6 per cent) highly unsecured on the security level of financial

information available and the management of the same over internet by the bankers.

Among the total 250 selected respondents of public sector banks,

86respondents (34.4 per cent) very much secured; 80 respondents (32 per cent)

secured; 35 respondents (14.0 per cent) said not secured; 39 respondents (15.6 per

cent) said unsecured; and the rest of 10 respondents (4 per cent) highly unsecured on

the security level of financial information available and the management of the same

over internet by the bankers.

It is to sum up, out of the total 500 respondents of both the banking sectors,

181respondents (36.2 per cent) very much secured; 160 respondents (32 per cent)

secured; 59 respondents (11.8 per cent) said not secured; 75 respondents (15.0 per

cent) said unsecured; and the rest of 25 respondents (5 per cent) highly unsecured on

the security level of financial information available and the management of the same

over internet by the bankers.

It is found that the maximum of 95 respondents of the private banks and 86

respondents of public banks have felt very much secured of their financial information

available with the bankers and the management of the same over internet.

129

The nature of the e-banking services is significant variable that is determining

the perception of the customers in several dimensions on their preference towards

choosing the particular service. Their preferences are also ranked according to their

opinion and presented below:

TABLE IV.13

NATURE OF E-BANKING SERVICES PREFERRED AND IT’S RANKING

Services

Yes

No. of

Times Rank

No

Private

Sector

Bank

Respon

dents

Public

Sector

Bank

Respon

dents

Private

Sector

Bank

Respon

dents

Public

Sector

Bank

Respon

dents

ATM / Debit card 196

(78.4)

187

(74.8)

Twice a

week

First 54

(21.6)

63

(25.2)

Credit Card 108

(43.2)

96

(38.4)

Once in a

month

Second 142

(56.8)

154

(61.6)

Mobile Banking 88

(35.2)

76

(30.4)

If

necessary

Third 162

(64.8)

174

(69.6)

Online Banking 66

(26.4)

87

(34.8)

According

to the situation

Fourth 184

(73.6)

163

(65.2)

Tele Banking 54

(21.6)

62

(24.8)

Non-often Fifth 196

(78.4)

188

(75.2)


Note : Figures in parentheses are percentages.

The above table shows the results of the inquiry made with the selected

respondents for their opinion on the nature of the e-banking services preferred by

them from both the banking sectors. Out of the total 250 respondents of private sector

130

banks, 196 respondents (78.4 per cent) prefer the e-banking services for ATM/debit

cards and 54 respondents (21.6 per cent) not prefer the services. 108 respondents

(43.2 per cent) prefer the services for credit cards and 142respondents (56.8 per cent)

not prefer the same. 88 respondents (35.2 per cent) prefer the services for mobile

banking and 162 respondents (64.8 per cent) not prefer the same. Out of the total, 66

respondents (26.4 per cent) prefer the services for online banking and 184 respondents

(73.6 per cent) not prefer the same. 54 respondents (21.6 per cent) prefer the services

for telebanking and 196 respondents (78.4 per cent) not prefer the same.

Out of the total 250 respondents of public sector banks, 187 respondents (74.8

per cent) use the e-banking services for ATM/debit cards and 63 respondents (25.2

per cent) not prefer the services. 96 respondents (38.4 per cent) prefer the services for

credit cards and 154 respondents (61.6 per cent) not prefer the same. 76 respondents

(30.4 per cent) prefer the services for mobile banking and 134 respondents (69.6 per

cent) not prefer the same. Out of the total, 87 respondents (34.8 per cent) prefer the

services for online banking and 163 respondents (65.2 per cent) not prefer the same.

62 respondents (24.8 per cent) prefer the services for telebanking and 188 respondents

(75.2 per cent) not prefer the same.

The opinions are consolidated for both the banks and presented that the

ATM/debit card is preferred to be used twice a week; credit card is preferred to be

used once in a month; mobile banking is preferred to be used if necessary; the online

banking is preferred to be used according to the situation; and the telebanking is

preferred to be used non-often due to the lesser benefits of the same.

131

It is found that the maximum of respondents of both the banking sectors have

opined on the preference of e-banking services as to have the ATM/debit cards viz.,

196 respondents of private banks and 187 respondents of public banks. This would

reveal their regular access and preference to the e-banking services to a particular

activity not for others.

The preference is ranked as first for ATM/debit card; second for credit card;

third for mobile banking; fourth for online banking; and fifth for telebanking as

worded by the respondents according to their preferences.

E-BANKING SERVICE QUALITIES

Then perception of the customers are derived in connection with the service

qualities of the e-banking services and presented in the following pages. These are

interlinked with the components of relevant and accurate information received from

the bankers; the updated information on accounts; the maintenance of accurate record;

and the restriction on the unauthorized access of the accounts. The above said are

perhaps the qualities of the service providers regarding the banking activities. This

would help to understand the qualities existed in the select banks of both the sectors.

132

The e-banking service qualities are to be relevant and accurate information is

to be given to the customers for their transactions consistently. In this regard the

opinions of the customers are collected and presented in the table below:

TABLE IV.14

OPINION IN THE PROVISION OF RELEVANT AND ACCURATE

INFORMATION

Opinion

Private Sector

Banks

Public Sector

BanksTOTAL


Strongly agree 76 30.40 94 37.60 170 34.00

Agree 77 30.80 107 42.80 184 36.80

No opinion 39 15.60 17 6.80 56 11.20

Disagree 17 6.80 14 5.60 31 6.20

Strongly

disagree 41 16.40 18 7.20 59 11.80

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the

qualities of the relevant and accurate information that are presented by the bankers for

their transactions. Out of the total 250 privates sector bank respondents, 76

respondents (30.4 per cent) strongly agree; 77 respondents (30.8 per cent) agree; 39

respondents (15.6 per cent) opined nothing; 17 respondents (6.8 per cent) disagree;

and the rest of 41 respondents (16.4 per cent) said strongly disagree with the above

statement.

Among the total selected 250 public sector bank respondents, 94 respondents

(37.6 per cent) strongly agree; 107 respondents (42.8 per cent) agree; 17 respondents

(6.8 per cent) said nothing; 14 respondents (5.6 per cent) disagree; and the rest of 18

respondents (7.2 per cent) strongly disagree with the statement of getting relevant and

accurate information.

133

It is found that among the total 500 respondents of both the sectors, 170

respondents (34 per cent) strongly agree; 184 respondents (36.8 per cent) agree; 56

respondents (11.2 per cent) said nothing; 31 respondents (6.2 per cent) disagree; and

the rest of 59 respondents (11.8 per cent) strongly disagree with the statement of

getting relevant and accurate information as a part of the e-banking service quality. It

is also found that, 77 respondents (30.8 per cent) of the private sector banks and 107

respondents (42.8 per cent) of the public sector banks have opined to agree with the

statement of getting relevant and accurate information from the banks for their

transactions as a part of the e-banking service quality. Hence, it is concluded that the

e-banking services are qualitative as worded by the maximum respondents.

The e-banking service qualities are to be with the updated information that is

to be given to the customers for their transactions consistently. In this regard the

opinions of the customers are collected and presented in the table below:

TABLE IV.15

OPINION IN PROVIDING THE QUALITY OF UPDATED INFORMATION

Opinion

Private Sector

BanksPublic Sector Bank TOTAL


Strongly agree 47 18.80 53 21.20 100 20.00

Agree 80 32.00 73 29.20 153 30.60

No opinion 64 25.60 82 32.80 146 29.20

Disagree 30 12.00 20 8.00 50 10.00

Strongly

disagree 29 11.60 22 8.80 51 10.20

Total 250 100 250 100 500 100



provision of the updated information that are presented by the bankers for their

134

transactions. Out of the total 250 privates sector bank respondents, 47 respondents


(25.6 per cent) opined nothing; 30 respondents (12.0 per cent) disagree; and the rest of

29 respondents (11.6 per cent) strongly disagree with the above statement.




respondents (8.8 per cent) strongly disagree with the statement of getting updated

information.




the rest of 51 respondents (10.2 per cent) strongly disagree with the statement of

getting updated information as a part of the e-banking service quality.

It is also found that, 80 respondents (32.0 per cent) of the private sector banks

agree and 82 respondents (32.8 per cent) of the public sector banks have opined

nothing to agree with the statement of getting updated information from the banks for

their transactions as a part of the e-banking service quality. Hence, it is concluded that

the e-banking services are somewhat qualitative as worded by the maximum

respondents. It is also suggested that the banks are to concentrate on providing the

updated information to the customers.

135

The e-banking service qualities are to be justified with the maintenance of

accurate record as supplement and that may also be given to the customers for their

transactions consistently. In this regard the opinions of the customers are collected

and presented in the table below:

TABLE IV.16

OPINION ON THE QUALITY OF ACCURATE RECORD

OpinionPrivate Sector Bank s Public Sector Banks TOTAL


Strongly agree

62 24.80 78 31.20 140 28.00

Agree 68 27.20 59 23.60 127 25.40

No

opinion

21 8.40 24 9.60 45 9.00

Disagree 52 20.80 41 16.40 93 18.60

Strongly

disagree 47 18.80 48 19.20 95 19.00

Total 250 100 250 100 500 100



qualities of the maintenance of accurate record as supplement that are presented by

the bankers for their transactions. Out of the total 250 privates sector bank

respondents, 62 respondents (24.8 per cent) strongly agree; 68 respondents (27.2 per

cent) agree; 21 respondents (8.4 per cent) opined nothing; 52 respondents (20.8 per

136

cent) disagree; and the rest of 47 respondents (18.8 per cent) strongly disagree with

the above statement.




respondents (19.2 per cent) strongly disagree with the statement of the maintenance of

accurate record as supplement.




the rest of 95 respondents (19.0 per cent) strongly disagree with the statement of the

maintenance of accurate record as supplement as a part of the e-banking service

quality.


agree and 78 respondents (31.2 per cent) of the public sector banks said strongly agree

with the statement of the maintenance of accurate record as supplement from the

banks for the transactions of the customers as a part of the e-banking service quality.

Hence, it is concluded that the e-banking services are better qualitative and the

improvement is required to be done as worded by the maximum respondents.

The e-banking service qualities are to be justified with the restriction on the

unauthorized access of the account and the prevention steps taken by the banks in

137

favor of the customers regular transactions. To the effect the opinions of the

customers are collected and presented in the table below:

TABLE IV.17

RATING THE QUALITY OF RESTRICTION ON UNAUTHORIZED

ACCESS

Rating of

factor

Private Sector

BanksPublic Sector Banks

TOTAL


Strongly

agree50 20.00 47 18.80 97 19.40

Agree 57 22.80 72 28.80 129 25.80

No opinion 78 31.20 78 31.20 156 31.20

Disagree 51 20.40 38 15.20 89 17.80

Strongly

disagree 14 5.60 15 6.00 29 5.80

Total 250 100 250 100 500 100



qualities of the restriction of the unauthorized access of the account and prevention

steps taken by the banks in favor of customers for their transactions. Out of the total

250 privates sector bank respondents, 50 respondents (20 per cent) strongly agree; 57

respondents (22.8 per cent) agree; 78 respondents (31.2 per cent) opined nothing; 51

respondents (20.4 per cent) disagree; and the rest of 14 respondents (5.6 per cent)

strongly disagree with the above statement.

138



(31.2 per cent) said nothing; 38 respondents (15.2 per cent) disagree; and the rest of

15 respondents (6.0 per cent) strongly disagree with the statement of the restriction of

the unauthorized access of the account and prevention steps taken by the banks in

favor of customers for their transactions.





restriction of the unauthorized access of the account and prevention steps taken by the

banks in favor of customers for their transactions as a part of the e-banking service

quality.


and 78 respondents (31.2 per cent) of the public sector banks said nothing as their

opinion on the statement of the restriction of the unauthorized access of the account

and prevention steps taken by the banks in favor of customers for their transactions as

a part of the e-banking service quality. Hence, it is concluded that the e-banking

services are to be tuned better qualitative and the improvement is required to be done

necessarily to keep intact of the security as worded by the large no. of respondents.

139

RESPONSIVENESS

The perception of the respondents is confined to the banker’s responses to the

customer’s transactions and their request based activities. Perhaps the responsiveness

is the mode of retaining the customers with the banker’s services. This is consisting of

the prompt responses for online requests; connections to the accounts; immediate help

for problems or queries; the responsive demo and advertisement; and the provision of

information with care and attention to the customer’s requirements. In this view, the

researcher has formulated the questions for the interview and drawn the perception of

the customers for research purposes.

The prompt responses for the online requests of the customers by the bankers

are the part of the e-banking services that influences the customers towards a

particular banker. First of all the prompt responses for online requests are to be done

by the bankers significantly. Hence the opinion of the customers is drawn and

tabulated as below:

TABLE IV.18

PROMPT RESPONSES FOR ONLINE REQUESTS

Opinion

Private Sector

BanksPublic Sector Banks TOTAL


Strongly

agree57 22.8 55 22.0 112 22.4

Agree 60 24.0 64 25.6 124 24.8

No opinion 39 15.6 54 21.6 93 18.6

Disagree 31 12.4 41 16.4 72 14.4

Strongly

disagree 63 25.2 36 14.4 99 19.8

Total 250 100 250 100 500 100


140


banker’s prompt responses for online requests and steps taken by the banks in favor of

customers for their transactions. Out of the total 250 privates sector bank respondents,

57 respondents (22.8 per cent) strongly agree; 60 respondents (24 per cent) agree; 39


and the rest of 63 respondents (25.2 per cent) strongly disagree with the above

statement.


(22 per cent) strongly agree; 64 respondents (25.6 per cent) agree; 54 respondents


36 respondents (14.4 per cent) strongly disagree with the statement of the banker’s

prompt responses for online requests and steps taken by the banks in favor of

customers for their transactions.





banker’s prompt responses for online requests and steps taken by the banks in favor of

customers for their transactions.


and 64 respondents (25.6 per cent) of the public sector banks said agree as their

opinion on the statement of the banker’s prompt responses for online requests and

steps taken by the banks in favor of customers for their transactions as a part of the

141

e-banking services. Hence, it is concluded that the e-banking services are to be tuned

better qualitative and the improvement is required necessarily to keep intact of the

customers with prompt responses as worded by the large no. of respondents.

The customers’ expectations are the immediate connections to the bank

accounts online while they do use of e-banking services. In this regard the opinions of

the customers are collected and analyzed as below:

TABLE IV.19

IMMEDIATE CONNECTIONS OF RESPONDENT TO E-BANKING

ACCOUNTS

Opinion

Private Sector



Strongly

agree 60 24.00 61 24.40 121 24.20

Agree 80 32.00 47 18.80 127 25.40

No opinion 54 21.60 67 26.80 121 24.20

Disagree 24 9.60 34 13.60 58 11.60

Strongly

disagree 32 12.80 41 16.40 73 14.60

Total 250 100 250 100 500 100



immediate connections to their bank accounts online while they do the e-banking

activities for their transactions. Out of the total 250 private sector bank respondents,

142

60 respondents (24.0 per cent) strongly agree; 80 respondents (32 per cent) agree; 54



statement.




41 respondents (16.4 per cent) strongly disagree with the statement of the immediate

connections to their bank accounts online while they do the e-banking activities for

their transactions.





restriction of the immediate connections to their bank accounts online while they do

the e-banking activities for their transactions.


said agree and 67 respondents (26.8 per cent) of the public sector banks said nothing

as their opinion on the statement of the immediate connections to their bank accounts

online while they do the e-banking activities for their transactions as a part of the e-

banking services. Hence, it is concluded that the e-banking services are to be

improved better qualitative and the improvement is required to keep intact of the

services as worded by the little no. of respondents.

143

The customers’ expectation is to retrieve the problems existed in the e-banking

services of the banks. In particular the restoration of the problems via immediate help

while the customers place their problems or queries for the bankers. In this regard the

opinions of the respondents are collected and presented below:

TABLE IV.20

IMMEDIATE HELP RENDRED FOR PROBLEMS OR QUERIES

OpinionPrivate Sector Banks Public Sector Banks TOTAL


Strongly

agree72 28.80 80 32.00 152 30.40

Agree 68 27.20 78 31.20 146 29.20

No

opinion 49 19.60 48 19.20 97 19.40

Disagree 12 4.80 9 3.60 21 4.20

Strongly

disagree 49 19.60 35 14.00 84 16.80

Total 250 100 250 100 500 100



immediate help for problems or queries while they place their request in favor of their





144




respondents (14 per cent) strongly disagree with the statement of the immediate help

for problems or queries while they place their request for the favor of their

transactions.



respondents (19.4 per cent) said nothing; 21respondents (4.2 per cent) disagree; and


immediate help for problems or queries while they place their request for the favor of

their transactions as a part of the e-banking services.


and 80 respondents (32.0 per cent) of the public sector banks strongly agree as their

opinion on the statement of the immediate help for problems or queries while they

place their request in favor of their transactions as a part of the e-banking services.

Hence, it is concluded that the e-banking services are to be restored better and the

improvement is required to be done necessarily to keep intact of the customers with

immediate help for solving their problems as worded by the maximum no. of

respondents.

The demonstration on the responsiveness and the advertisement for services of

e-banking components are the better solutions for the customer’s plea as the

145

responsiveness of the bankers. In this regard the opinions of the respondents are

collected and presented below:

TABLE IV.21

THE RESPONDENTS TOWARDS THE DEMO AND ADVERTISEMENT OF

THE E-BANKING SERVICES

Opinion

Private Sector Banks Public Sector Banks TOTAL


Strongly

agree60 24.00 70 28.00 130 26.00

Agree 48 19.20 57 22.80 105 21.00

No opinion 60 24.00 51 20.40 111 22.20

Disagree 64 25.60 64 25.60 128 25.60

Strongly

disagree 18 7.20 8 3.20 26 5.20

Total 250 100 250 100 500 100



demonstration of the responsiveness and the advertisement for the services as the

steps taken by the banks in favor of customers for their transactions. Out of the total

250 privates sector bank respondents, 60 respondents (24 per cent) strongly agree; 48

respondents (19.2 per cent) agree; 60 respondents (24 per cent) opined nothing; 64

respondents (25.6 per cent) disagree; and the rest of 18 respondents (7.2 per cent)


146




respondents (3.2 per cent) strongly disagree with the statement of the demonstration

of the responsiveness and the advertisement for the services as the steps taken by the

banks for the favor of customers for their transactions.


respondents (26 per cent) strongly agree; 105 respondents (21 per cent) agree; 111



demonstration of the responsiveness and the advertisement for the services as the

steps taken by the banks for the favor of customers for their transactions as a part of

the e-banking services.


disagree and 70 respondents (28.0 per cent) of the public sector banks said strongly

agree as their opinion on the statement of the demonstration of the responsiveness and

the advertisement for the services as the steps taken by the banks in favor of

customers for their transactions as a part of the e-banking services. Both of them are

quite contrary in perception. Hence, it is concluded that the e-banking services are to

be better demonstrated and the improvement is required for the advertisement to keep

intact of the customers as worded by the huge no. of respondents.

The response of the bankers should be in the form of the provision of the

information with care and attention for the inquiries of the customers in a strategic

147

dimension. It would help to keep the customers for a long period with the banks. In

this regard the opinions of the customers are collected and presented below:

TABLE IV.22

PROVISION OF THE INFORMATION WITH CARE AND ATTENTION

Opinion

Private Sector



Strongly

agree56 22.40 68 27.20 124 24.80

Agree 59 23.60 61 24.40 120 24.00

No

opinion 69 27.60 66 26.40 135 27.00

Disagree 54 21.60 39 15.60 93 18.60

Strongly

disagree 12 4.80 16 6.40 28 5.60

Total 250 100 250 100 500 100



provision of the information with care and attention to solve the conflicts of the

customers in favor of their transactions. Out of the total 250 privates sector bank


cent) agree; 69 respondents (27.6per cent) opined nothing; 54 respondents (21.6 per

cent) disagree; and the rest of 12 respondents (4.8 per cent) strongly disagree with the

above statement.

148




16 respondents (6.4 per cent) strongly disagree with the statement of the provision of

the information with care and attention to solve the conflicts of the customers in favor

of their transactions.


respondents (24.8per cent) strongly agree; 120 respondents (24 per cent) agree; 135

respondents (27 per cent) said nothing; 93respondents (18.6 per cent) disagree; and


provision of the information with care and attention to solve the conflicts of the

customers in favor of their transactions as a part of the e-banking services.


nothing and 68 respondents (27.2 per cent) of the public sector banks said strongly

agree as their opinion on the statement of the provision of the information with care

and attention to solve the conflicts of the customers in favor of their transactions as a

part of the e-banking services. Both of them are quite opposite. Hence, it is concluded

that the e-banking services are to be modernized for better information and the

improvement is required to be to keep intact of the customers for a long as worded by

the large no. of respondents.

149

SECURITY

From the perception of the selected respondents of both the banking sector, it

is necessarily understood that the security conditions of the online banking

particularly the e-banking transactions and their safety. The security is justified from

their perception in connection with the proper use of personal information; safe with

online transactions; security in providing the personal information; location of ATMs

are secured; and the multi-kind security control systems. The opinions are tabulated

and presented accordingly.

The perception of the respondents towards the proper use of personal

information without any misuse by the bankers is required to be accredited. In this

regard the opinions of the respondents are drawn and presented below:

TABLE IV.23

PROPER USE OF PERSONAL INFORMATION WITHOUT ANY MISUSE



Strongly

agree 56 22.40 98 39.20 154 30.80

Agree 95 38.00 91 36.40 186 37.20

No

opinion 41 16.40 21 8.40 62 12.40

Disagree 21 8.40 12 4.80 33 6.60

Strongly

disagree 37 14.80 28 11.20 65 13.00

Total 250 100 250 100 500 100


150

The above table shows the opinions of the selected respondents on the proper

use of personal information without any misuse as security for their transactions. Out

of the total 250 privates sector bank respondents, 56 respondents (22.4 per cent)

strongly agree; 95 respondents (38 per cent) agree; 41 respondents (16.4 per cent)

opined nothing; 21 respondents (8.4 per cent) disagree; and the rest of 37 respondents

(14.8 per cent) strongly disagree with the above statement.




respondents (11.2 per cent) strongly disagree with the statement of the proper use of

personal information without any misappropriation as security for their transactions.


respondents (30.8per cent) strongly agree; 186 respondents (37.2 per cent) agree; 62


the rest of 65 respondents (13 per cent) strongly disagree with the statement of the

proper use of personal information without any misuse as security for their

transactions as a part of the e-banking service security.


agree and 98 respondents (39.2 per cent) of the public sector banks strongly agree as

their opinion on the statement of the proper use of personal information without any

misuse as security for their transactions as a part of the e-banking service security.

Hence, it is concluded that the e-banking services are to be secured much better and

151

the improvement is required to be done necessarily to keep intact of the security as

worded by the large no. of respondents.

The customers are expected the bankers to safe their transactional information

safe at all times. The bankers must strive for the same without any prejudice on the

part of the mechanisms available. In this regard the opinions of the respondents are

collected and presented below:

TABLE IV.24

SAFETY MEASURES IN ONLINE TRANSACTION

Opinion



Strongly

agree37 14.80 55 22.00 92 18.40

Agree 77 30.80 74 29.60 151 30.20

No

opinion 76 30.40 72 28.80 148 29.60

Disagree 30 12.00 25 10.00 55 11.00

Strongly

disagree 30 12.00 24 9.60 54 10.80

Total 250 100 250 100 500 100



safeguarding of the transactional information with online transactions and the steps

taken by the banks for the favor of customers for their safety. Out of the total 250

privates sector bank respondents, 37respondents (14.8 per cent) strongly agree; 77

152

respondents (30.8 per cent) agree; 76 respondents (30.4 per cent) opined nothing; 30

respondents (12.0per cent) disagree; and the rest of 30 respondents (12 per cent)


Among the total selected 250 public sector bank respondents, 55respondents


(28.8 per cent) said nothing; 25 respondents (10 per cent) disagree; and the rest of 24

respondents (9.6 per cent) strongly disagree with the statement of the safeguarding of

the transactional information with online transactions and the steps taken by the banks

in favor of customers for their safety.



respondents (29.6 per cent) said nothing;55 respondents (11 per cent) disagree; and


safeguarding of the transactional information with online transactions and the steps

taken by the banks for the favor of customers for their safety.


and 74 respondents (29.6 per cent) of the public sector banks agree as their opinion on

the statement of the safeguarding of the transactional information with online

transactions and the steps taken by the banks in favor of customers for their safety.

Hence, it is concluded that the e-banking services are to be secured with assured

safety to the maximum while the transactions are online and the improvement is

required to keep intact of the security as worded by the large no. of respondents.

153

The security in providing the personal information to the customers alone is

necessarily to be adopted with proper PIN system so as to say the customers that the

online banking is safe. In this regard the opinions of the respondents are collected and

presented below:

TABLE IV.25

SECURITY IN PROVIDING THE PERSONAL INFORMATION



Strongly

agree47 18.80 47 18.80 94 18.80

Agree 65 26.00 36 14.40 101 20.20

No

opinion 20 8.00 22 8.80 42 8.40

Disagree 69 27.60 62 24.80 131 26.20

Strongly

Disagree 49 19.60 83 33.20 132 26.40

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the steps

taken by the bankers for securing the personal information of the customers and their

provision for the favour of the customer at the time of their transactions. Out of the

total 250 privates sector bank respondents, 47 respondents (18.8 per cent) strongly

agree; 65 respondents (26 per cent) agree; 20 respondents (8per cent) opined nothing;

69 respondents (27.6per cent) disagree; and the rest of 49 respondents (19.6 per cent)


154




respondents (33.2 per cent) strongly disagree with the statement of the steps taken by

the bankers for securing the personal information of the customers and their provision

in favor of the customer at the time of their transactions.


respondents ( 18.8per cent) strongly agree; 101 respondents (20.2 per cent) agree; 42

respondents (8.4 per cent) said nothing;131 respondents (26.2 per cent) disagree; and

the rest of 132 respondents ( 26.4per cent) strongly disagree with the statement of the

restriction of the steps taken by the bankers for securing the personal information of

the customers and their provision in favor of the customer at the time of their

transactions as a part of the e-banking services.


disagree and 83 respondents (33.2 per cent) of the public sector banks strongly

disagree as their opinion on the statement of the restriction of the steps taken by the

bankers for securing the personal information of the customers and their provision in

favor of the customer at the time of their transactions as a part of the e-banking

services. Hence, it is concluded that the e-banking services are to be secured better in

providing the personal information with PIN system and the improvement is required

to keep intact of the security as worded by the large no. of respondents because of

their disinterest.

155

The ATMs are to be located in the secured places as the trapping of ATMs are

consistently done at several places. This is one of the main points of incidence in

providing the secured online transactions for the customers. In this regard the

opinions are drawn and presented below:

TABLE IV.26

SECURED LOCATIONS OF ATMs



Strongly

agree53 21.20 63 25.20 116 23.20

Agree 67 26.80 74 29.60 141 28.20

No

opinion 65 26.00 52 20.80 117 23.40

Disagree 52 20.80 51 20.40 103 20.60

Strongly

disagree 13 5.20 10 4.00 23 4.60

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the location

of the ATMs at secured places and the steps taken by the banks in favor of customers

for their secured online transactions. Out of the total 250 privates sector bank


cent) agree; 65 respondents (26 per cent) opined nothing; 52 respondents (20.8 per

156

cent) disagree; and the rest of 13 respondents ( 5.2 per cent) strongly disagree with the

above statement.




10 respondents (4 per cent) strongly disagree with the statement of the location of the

ATMs at secured places and the steps taken by the banks for the favor of customers

for their secured online transactions.



respondents ( 23.4 per cent) said nothing; 103respondents ( 20.6 per cent) disagree;

and the rest of 23 respondents (4.6 per cent) strongly disagree with the statement of

the location of the ATMs at secured places and the steps taken by the banks for the

favor of customers for their secured online transactions as a part of the e-banking

service security.



the statement of the location of the ATMs at secured places and the steps taken by the

banks in favor of customers for their secured online transactions as a part of the e-

banking service security. Hence, it is concluded that the e-banking services are to be

secured and the ATMs are to be located at several secured places to assure the better

qualitative security to avoid trapping as worded by the several no. of respondents.

157

The multi-kind security control systems are required to be kept at various

areas of online transactions of the customers in favor of them. In this regard the

opinions of the respondents are drawn and presented below:

TABLE IV.27

MULTI-KIND SECURITY CONTROL



Strongly

agree47 18.80 60 24.00 107 21.40

Agree 50 20.00 65 26.00 115 23.00

No

opinion 87 34.80 66 26.40 153 30.60

Disagree 57 22.80 37 14.80 94 18.80

Strongly

disagree 9 3.60 22 8.80 31 6.20

Total 250 100 250 100 500 100



provision of the multi-kind security control taken by the banks in favor of customers

for their online transactions. Out of the total 250 privates sector bank respondents, 47

respondents (18.8 per cent) strongly agree; 50 respondents (20 per cent) agree; 87



statement.

158


(24 per cent) strongly agree; 65 respondents (26 per cent) agree; 66 respondents (26.4

per cent) said nothing; 37 respondents (14.8 per cent) disagree; and the rest of 22

respondents (8.8 per cent) strongly disagree with the statement of the provision of the

multi-kind security control taken by the banks for the favor of customers for their

online transactions.


respondents (21.4 per cent) strongly agree; 115 respondents ( 23 per cent) agree; 153

respondents ( 30.6 per cent) said nothing; 94 respondents (18.8 per cent) disagree; and


provision of the multi-kind security control taken by the banks in favor of customers

for their online transactions as a part of the e-banking service security.



opinion on the statement of the provision of the multi-kind security control taken by

the banks in favor of customers for their online transactions as a part of the e-banking

service security. Hence, it is concluded that the e-banking services are to be secured

with multi-kind security control systems better qualitative and the improvement is

required to be done necessarily to keep intact of the security as worded by the huge

no. of respondents for their safety and satisfaction.

159

EASY USE

The significance of the e-banking transactions is confined to their easy use and

accessibility. Perhaps, the online transactions are always easy the e-banking has to be

made lucid in style of operations. Thus, the researcher has connected to the statements

like, service systems are easy to use; the easy navigation through the web pages; the

understandable systems; the locations of ATMs are reachable; and the e-banking

facilitates the investment planning. Hence the researcher has analyzed the opinions of

the respondents in the following related tables.

The respondents are approached to present their opinion on the e-banking

service systems are whether easy to use or not. The customer’s satisfaction and easy

access only say that whether the systems are properly managed or not by the bankers.

In this regard the opinions are drawn and presented in the following table:

TABLE IV.28

SERVICE SYSTEMS ARE EASY TO USE



Strongly

agree75 30.00 93 37.20 168 33.60

Agree 86 34.40 93 37.20 179 35.80

No

opinion 36 14.40 21 8.40 57 11.40

Disagree 15 6.00 16 6.40 31 6.20

Strongly

disagree 38 15.20 27 10.80 65 13.00

Total 250 100 250 100 500 100


160

The above table shows the opinions of the selected respondents on the services

systems are easy to use for their e-banking transactions. Out of the total 250 privates

sector bank respondents, 75 respondents ( 30 per cent) strongly agree; 86 respondents

( 34.4 per cent) agree; 36 respondents (14.4 per cent) opined nothing; 15 respondents (

6 per cent) disagree; and the rest of 38 respondents ( 15.2 per cent) strongly disagree

with the above statement.




respondents (10.8 per cent) strongly disagree with the statement of the services

systems are easy to use for their e-banking transactions.





services systems are easy to use for their e-banking transactions as a part of the e-

banking services.



the statement of the services systems are easy to use for their e-banking transactions

as a part of the e-banking services. Hence, it is concluded that the e-banking services

are to be tuned better qualitative for easy access of the customers and the

161

improvement is required to be done necessarily to keep intact of the quick access as

worded by the maximum no. of respondents.

The respondents are required to be with easy navigation of the accounts

through web pages for their operations always. Hence the bankers are supposed to

provide easy navigation mechanisms of the customers’ accounts through web pages.

The following table exhibits the opinions of the respondents in this regard.

TABLE IV.29

EASY NAVIGATION THROUGH WEB PAGES

Opinion



Strongly

agree 48 19.20 54 21.60 102 20.40

Agree 79 31.60 75 30.00 154 30.80

No

opinion 68 27.20 70 28.00 138 27.60

Disagree 26 10.40 30 12.00 56 11.20

Strongly

disagree29 11.60 21 8.40 50 10.00

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the easy

navigation through web pages for the operations of their accounts systematically. Out


162

strongly agree; 79 respondents (31.6 per cent) agree; 68 respondents (27.2 per cent)

opined nothing; 26 respondents (10.4 per cent) disagree; and the rest of 29

respondents (11.6 per cent) strongly disagree with the above statement.


(21.6 per cent) strongly agree; 75 respondents ( 30 per cent) agree; 70 respondents (28

per cent) said nothing; 30 respondents ( 12 per cent) disagree; and the rest of 21

respondents (8.4 per cent) strongly disagree with the statement of the easy navigation

through web pages for the operations of their accounts systematically.





easy navigation through web pages for the operations of their accounts systematically

as a part of the e-banking services.



the statement of the easy navigation through web pages for the operations of their

accounts systematically as a part of the e-banking services. Hence, it is concluded that

the e-banking services are to be better navigated through web pages and the required

improvement is to be done to keep intact of the customers accessible as worded by the

large no. of respondents.

163

The customers are expected the systems are understandable and clear for the

easy access of the accounts and the transactions. In this regard the opinions are drawn

and presented below:

TABLE IV.30

SYSTEMS ARE CLEAR AND UNDERSTANDABLE



Strongly

agree 61 24.40 78 31.20 139 27.80

Agree 73 29.20 58 23.20 131 26.20

No

opinion 22 8.80 23 9.20 45 9.00

Disagree 52 20.80 41 16.40 93 18.60

Strongly

disagree42 16.80 50 20.00 92 18.40

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the clarity

of the systems that are understandable for their use of e-banking services. Out of the


agree; 73 respondents (29.2 per cent) agree; 22 respondents (8.8 per cent) opined

nothing; 52 respondents (20.8 per cent) disagree; and the rest of 42 respondents (16.8

per cent) strongly disagree with the above statement.

164




respondents (20 per cent) strongly disagree with the statement of the clarity of the

systems that are understandable for their use of e-banking services.



respondents ( 9 per cent) said nothing; 93 respondents ( 18.6 per cent) disagree; and

the rest of 92 respondents ( 18.4 per cent) strongly disagree with the statement of the

clarity of the systems that are understandable for their use of e-banking services as a

part of the e-banking transactions.



their opinion on the statement of the clarity of the systems that are understandable for

their use of e-banking services as a part of the e-banking transactions. Hence, it is

concluded that the e-banking services are to be tuned better qualitative and the

improvement is required to be done necessarily to keep intact of the clarity for

understanding of the systems as worded by the little no. of respondents.

165

The reach of the ATM locations are to be nearer to the customers for their

operations because the customers would expect their easy access and quick finish of

transactions. In this regard the opinions of the respondents are drawn and presented in

the following table:

TABLE IV.31

ATMs AND THEIR ACCESSABILITY

Opinion



Strongly

agree 61 24.40 60 24.00 121 24.20

Agree 78 31.20 65 26.00 143 28.60

No

opinion 54 21.60 57 22.80 111 22.20

Disagree 45 18.00 53 21.20 98 19.60

Strongly

disagree12 4.80 15 6.00 27 5.40

Total 250 100 250 100 500 100



reachable locations of the ATMs situated by the banks in favor of customers for their



(21.6 per cent) opined nothing; 45 respondents (18 per cent) disagree; and the rest of


166




respondents (6.6 per cent) strongly disagree with the statement of the reachable

locations of the ATMs situated by the banks for the favor of customers for their

transactions.



respondents ( 22.2 per cent) said nothing; 98 respondents ( 19.6 per cent) disagree;


the reachable locations of the ATMs situated by the banks for the favor of customers

for their transactions.



the statement of the reachable locations of the ATMs situated by the banks in favor of

customers for their transactions. Hence, it is concluded that the e-banking services are

to be reaching the customers at their door steps by locating the ATMs reachable to

keep intact of the customers as worded by the many no. of respondents.

167

The customers’ expectations are towards their investment planning sometimes

out of the surplus funds available if any. Hence their expectations are to be fulfilled

by such facilitation. In this regard the opinions are drawn and presented below:

TABLE IV.32

FACILITATES INVESTMENT PLANNING

Opinion



Strongly

agree 50 20.00 49 19.60 99 19.80

Agree 54 21.60 75 30.00 129 25.80

No

opinion 80 32.00 71 28.40 151 30.20

Disagree 53 21.20 36 14.40 89 17.80

Strongly

disagree 13 5.20 19 7.60 32 6.40

Total 250 100 250 100 500 100



facilitations of their investment planning in favor of customers for their investment

transactions. Out of the total 250 privates sector bank respondents, 50 respondents (20

per cent) strongly agree; 54 respondents ( 21.6 per cent) agree; 80 respondents (32 per

cent) opined nothing; 53 respondents (21.2 per cent) disagree; and the rest of 13

respondents ( 5.2 per cent) strongly disagree with the above statement.

168


(19.6 per cent) strongly agree; 75 respondents (30 per cent) agree; 71 respondents


19 respondents (7.6 per cent) strongly disagree with the statement of the facilitations

of their investment planning for the favor of customers for their investment

transactions.





facilitations of their investment planning for the favor of customers for their

investment transactions.


said nothing and 75 respondents (30.0 per cent) of the public sector banks agree as

their opinion on the statement of the facilitations of their investment planning in favor

of customers for their investment transactions. Hence, it is concluded that the e-

banking services are to be made better qualitative and the improvement is required to

be done necessarily to keep intact of the investments of the customers for which the

banks are to facilitate some strategies of planning as worded by the enormous no. of

respondents.

169

ACCESSIBILITY

The customers of both the banks expect their operations easy and their

accessibility to be at sharp in their hands as and when they require to be done. Hence

the bankers must strive for the same to keep the customers for a long period. The

accessibility consists all time availability of services; the conduct of transactions

anytime; immediate reach quick get into site; the easy proximity; and facilitations for

online shopping. In this regard the opinions of the customers are drawn and presented

below individually for analysis.

The customers expect the e-banking services are to be available at all 24 hours

a day in 7 days week means the round the clock. But due to some technical problems,

the services sometimes off. At that time, the customers get distracted. Hence the

opinions of the respondents are collected and presented for analysis.

TABLE IV.33

ACCESSIBILITY AVAILABLE IN ALL THE 24HOURS, 7 DAYS WEEK



Strongly

agree71 28.40 81 32.40 152 30.40

Agree 94 37.60 95 38.00 189 37.80

No

opinion 34 13.60 31 12.40 65 13.00

Disagree 15 6.00 20 8.00 35 7.00

Strongly

disagree 36 14.40 23 9.20 59 11.80

Total 250 100 250 100 500 100


170


availability of the e-banking services and the operational assistances in all 24 hours a

day in 7 days week as round the clock. Out of the total 250 privates sector bank

respondents, 71 respondents (28.4 per cent) strongly agree; 94 respondents ( 37.6 per

cent) agree; 34 respondents ( 13.6 per cent) said nothing; 15 respondents ( 6 per cent)

disagree; and the rest of 36 respondents (14.4 per cent) strongly disagree with the

above statement.




respondents (9.2 per cent) strongly disagree with the statement of the availability of

the e-banking services and the operational assistances in all 24 hours a day in 7 days

week as round the clock.


respondents (30.4 per cent) strongly agree; 189 respondents ( 37.8 per cent) agree; 65

respondents ( 13 per cent) said nothing; 35 respondents ( 7 per cent) disagree; and the

rest of 59 respondents (11.8 per cent) strongly disagree with the statement of the

availability of the e-banking services and the operational assistances in all 24 hours a

day in 7 days week as round the clock.



the statement of the availability of the e-banking services and the operational

assistances in all 24 hours a day in 7 days week as round the clock. Hence, it is

171

concluded that the e-banking services are to be tuned better qualitative round the

clock to fulfill the requirements of the customers consistently.

The customers naturally expect the anytime transaction due to the technical

feasibility and the accessibility. Hence, the bankers are supposed to provide their

services in favor of the customers at all time. In this regard the opinions are drawn

and presented for analysis below:

TABLE IV.34

NON-STOP CONDUCT OF E-BANKING TRANSACTION



Strongly

agree44 17.60 54 21.60 98 19.60

Agree 74 29.60 77 30.80 151 30.20

No

opinion 75 30.00 73 29.20 148 29.60

Disagree 29 11.60 23 9.20 52 10.40

Strongly

disagree28 11.20 23 9.20 51 10.20

Total 250 100 250 100 500 100



availability of the technical facilities for the conduct of anytime transactions. Out of

the total 250 privates sector bank respondents, 44 respondents (17.6 per cent) strongly

agree; 74 respondents (29.6 per cent) agree; 75 respondents (30 per cent) opined

172






respondents (9.2 per cent) strongly disagree with the statement of the availability of

the technical facilities for the conduct of anytime transactions.





availability of the technical facilities for the conduct of anytime transactions.



their opinion on the statement of the availability of the technical facilities for the

conduct of anytime transactions. Hence, it is concluded that the e-banking services are

to be made available at all times for the customers favor so that they would be able to

conduct the transactions at anytime they require as worded by the large no. of

respondents.

173

The customers expect always the transactions are to get connected

immediately and to reach the bank immediately online for their favor. In this regard

the opinions are collected and presented below:

TABLE IV.35

QUICK REACH TO THE ON-LINE BANKING SITE



Strongly

agree64 25.60 81 32.40 145 29.00

Agree 61 24.40 57 22.80 118 23.60

No

opinion 26 10.40 30 12.00 56 11.20

Disagree 60 24.00 31 12.40 91 18.20

Strongly

disagree39 15.60 51 20.40 90 18.00

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the ability

to get on site connected quickly and to reach the bank immediately via online for their



(10.4 per cent) opined nothing; 60 respondents (24 per cent) disagree; and the rest of



(32.4 per cent) strongly agree; 57 respondents ( 22.8 per cent) agree; 30 respondents (

174

12 per cent) said nothing; 31 respondents ( 12.4 per cent) disagree; and the rest of 51

respondents (20.4 per cent) strongly disagree with the statement of the ability to get

on site connected quickly and to reach the bank immediately via online for their

transactions.





ability to get on site connected quickly and to reach the bank immediately via online

for their transactions..



opinion on the statement of the ability to get on site connected quickly and to reach

the bank immediately via online for their transactions. Hence, it is concluded that the

e-banking services are to be provide by the bankers for the customers favor to do their

transactions quickly and to reach the bank immediately as worded by the little no. of

respondents.

175

The customers require the easy proximity of their accounts and their

transactions via online while they undergo the e-banking activities. Hence the bankers

must provide such facilities to the customers to keep them for a long period. In this

regard the opinions of them are drawn and presented below:

TABLE IV.36

EASY PROXIMITY



Strongly

agree 62 24.80 60 24.00 122 24.40

Agree 68 27.20 71 28.40 139 27.80

No

opinion 60 24.00 54 21.60 114 22.80

Disagree 49 19.60 49 19.60 98 19.60

Strongly

disagree11 4.40 16 6.40 27 5.40

Total 250 100 250 100 500 100



proximity of their accounts and their transactions via online while they undergo the e-

banking activities. Out of the total 250 privates sector bank respondents, 62


respondents (24 per cent) opined nothing; 49 respondents (19.6 per cent) disagree;


statement.

176




16 respondents (6.4 per cent) strongly disagree with the statement of the easy

proximity of their accounts and their transactions via online while they undergo the e-

banking activities.


respondents (24.4 per cent) strongly agree; 139 respondents ( 27.8 per cent) agree;

114 respondents ( 22.8 per cent) said nothing; 98 respondents (19.6 per cent) disagree;


the easy proximity of their accounts and their transactions via online while they

undergo the e-banking activities


agree and 71 respondents (28.4 per cent) of the public sector banks agree as their

opinion on the statement of the easy proximity of their accounts and their transactions

via online while they undergo the e-banking activities. Hence, it is concluded that the

e-banking services are to be provided to the customers with easy proximity steps in

mechanisms for the regular and consistent utilization of the customers as worded by

the large no. of the respondents.

177

The customers expect the e-banking services for online shopping facilities for

their regular usage. This is to be provided by the bankers to keep going with the

customers for a long tenure as it is necessitated by the today’s technology. In this

regard the opinions are drawn and presented as below:

TABLE IV.37

FACILITIES FOR ONLINE SHOPPING



Strongly

agree 44 17.60 60 24.00 104 20.80

Agree 55 22.00 71 28.40 126 25.20

No

opinion 85 34.00 67 26.80 152 30.40

Disagree 54 21.60 34 13.60 88 17.60

Strongly

disagree12 4.80 18 7.20 30 6.00

Total 250 100 250 100 500 100



facilitation of the online shopping that emerges the present day customers for their

regular usage of e-banking services. Out of the total 250 privates sector bank

respondents, 44 respondents (17.6 per cent) strongly agree; 55 respondents (22 per

cent) agree; 85 respondents (34 per cent) opined nothing; 54 respondents (21.6 per


above statement.

178




18 respondents (7.2 per cent) strongly disagree with the statement of the facilitation of

the online shopping that emerges the present day customers for their regular usage of

e-banking services.





facilitation of the online shopping that emerges the present day customers for their

regular usage of e-banking services.



their opinion on the statement of the facilitation of the online shopping that emerges

the present day customers for their regular usage of e-banking services. Hence, it is

concluded that the e-banking services are to be tuned better qualitative and facilitative

for the provision of online shopping facilities for the thirst of present day customers as

worded by the large no. of respondents.

EFFICIENCY

The efficiency of the operations of the bankers in e-banking services is to be

better to cope up with the customers’ expectations. This is for the purpose of the

179

survival of the banks in the competitive banking market as the banks are enlarging

their operational time and ability to suit the needs of the customers. This efficiency

consists of the continuous access and contact; care and speed of using the websites;

staff supports; speedy supply of information; and standardized services. These are

questioned to the customers and the opinions are analysed accordingly.

The access and contact of the bankers for the operational activities of the

customers are always expected. Hence the bankers are to improve the steps to have in

touch with the customers through their continuous services. In this regard the opinions

are drawn and presented below:

TABLE IV.38

OPINION ON THE BANKERS’ ACCESS AND CONTACT



Strongly

Agree 41 16.40 51 20.40 92 18.40

Agree 44 17.60 44 17.60 88 17.60

No

opinion 29 11.60 29 11.60 58 11.60

Disagree 66 26.40 65 26.00 131 26.20

Strongly

Disagree70 28.00 61 24.40 131 26.20

Total 250 100 250 100 500 100



access and contact of the bankers for the favor of customers to do their transactions

180

continuously. Out of the total 250 privates sector bank respondents, 41 respondents



70 respondents (28 per cent) strongly disagree with the above statement.




respondents (24.4 per cent) strongly disagree with the statement of the easy access

and contact of the bankers in favor of customers to do their transactions continuously.




and the rest of 131 respondents ( 26.2 per cent) strongly disagree with the statement of

the easy access and contact of the bankers for the favor of customers to do their

transactions continuously.


strongly disagree and 65 respondents (26.0 per cent) of the public sector banks

disagree as their opinion on the statement of the easy access and contact of the

bankers in favor of customers to do their transactions continuously. Hence, it is

concluded that the bankers are to have in touch with the customers and fulfill their

expectations always through their easy contact and access as worded by the almost all

the respondents.

181

The bankers expect to use the websites after getting trained well to serve the

customers better. For this purpose they have to take much care and more speed in

using the technicalities. In this regard the opinions of the customers are drawn and

presented below:

TABLE IV.39

CARE AND SPEED OF USING THE WEBSITES



Strongly

Agree 38 15.20 42 16.80 80 16.00

Agree 40 16.00 46 18.40 86 17.20

No

opinion 36 14.40 47 18.80 83 16.60

Disagree 70 28.00 63 25.20 133 26.60

Strongly

Disagree66 26.40 52 20.80 118 23.60

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the care

and speed of using the websites by the bankers for serving the customers better. Out



opined nothing; 70 respondents (28 per cent) disagree; and the rest of 66 respondents


182




52 respondents (20.8 per cent) strongly disagree with the statement of the care and

speed of using the websites by the bankers for serving the customers better.


respondents (16 per cent) strongly agree; 86 respondents ( 17.2 per cent) agree; 83



the care and speed of using the websites by the bankers for serving the customers

better.

It is also found that, 70 respondents (28.00 per cent) of the private sector

banks and 63 respondents (25.2 per cent) of the public sector banks disagree as their

opinion on the statement of the care and speed of using the websites by the bankers

for serving the customers better. Hence, it is concluded that the e-banking services are

to be tuned better qualitative with the banker’s care and speedy access of using the

websites to serve the customers better as worded by the huge no. of respondents.

183

The service of the staff is expected to be more effective point of efficiency to

be shown among the customers. This would definitely improve the banker’s strengths

towards attaining the large number of new customers and financial viability. In this

regard the opinions are drawn and presented below:

TABLE IV.40

SERVICE OF THE STAFF



Strongly

Agree 34 13.60 32 12.80 66 13.20

Agree 31 12.40 21 8.40 52 10.40

No

opinion 13 5.20 14 5.60 27 5.40

Disagree 87 34.80 79 31.60 166 33.20

Strongly

Disagree 85 34.00 104 41.60 189 37.80

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the service

of the staff towards attaining the banking objectives as well as the satisfaction of the

customers. Out of the total 250 privates sector bank respondents, 34 respondents (13.6

per cent) strongly agree; 31 respondents (12.4 per cent) agree; 13 respondents (5.2 per


respondents (34 per cent) strongly disagree with the above statement.

184




104 respondents (41.6 per cent) strongly disagree with the statement of the service of

the staff towards attaining the banking objectives as well as the satisfaction of the

customers.


respondents (13.2 per cent) strongly agree; 52 respondents ( 10.4 per cent) agree; 27



the service of the staff towards attaining the banking objectives as well as the

satisfaction of the customers.

It is also found that, 87 respondents (34.8per cent) of the private sector banks

agree and 104 respondents (41.6 per cent) of the public sector banks strongly disagree

as their opinion on the statement of the service of the staff towards attaining the

banking objectives as well as the satisfaction of the customers. Hence, it is found and

concluded that the e-banking services are to be through the staff services towards

attaining the banking goals and satisfaction of the customers as worded by the

maximum no. of respondents.

185

The customers expect the speedy supply of information for their usage from

the bankers. For this purpose the bankers and in particular the staffs have to show

their efficacies in providing such expected information. In this regard the opinions are

drawn and presented below:

TABLE IV.41

SPEEDY SUPPLY OF INFORMATION

Opinion



Strongly

Agree 14 5.60 13 5.20 27 5.40

Agree 44 17.60 42 16.80 86 17.20

No opinion 54 21.60 62 24.80 116 23.20

Disagree 70 28.00 60 24.00 130 26.00

Strongly

Disagree 68 27.20 73 29.20 141 28.20

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the speedy

supply of the information from the bank side and the efficiency in providing such

information to the expectation of the customers. Out of the total 250 privates sector

bank respondents, 14 respondents (5.6 per cent) strongly agree; 44 respondents (17.6

per cent) agree; 54 respondents (21.6 per cent) opined nothing; 70 respondents (28 per

cent) disagree; and the rest of 68 respondents (27.2 per cent) strongly disagree with

the above statement.

186




respondents (29.2 per cent) strongly disagree with the statement of the speedy supply

of the information from the bank side and the efficiency in providing such

information to the expectation of the customers.



respondents (23.2 per cent) said nothing; 130 respondents (26 per cent) disagree; and

the rest of 141 respondents ( 28.2 per cent) strongly disagree with the statement of the

speedy supply of the information from the bank side and the efficiency in providing

such information to the expectation of the customers.


disagree and 73 respondents (29.2 per cent) of the public sector banks strongly

disagree as their opinion on the statement of the speedy supply of the information

from the bank side and the efficiency in providing such information to the expectation

of the customers. Hence, it is concluded that the banker have to improve their e-

banking services by speedy supply of the information to suit the needs of the

customers as worded by the huge no. of respondents.

The e-banking facilities are to be provided to the customers with the

standardized services by both the banking sectors. Hence it is advisable to the bankers

to sustain in the competitive market; the services are to be better standardized. In this

regard the opinions of the customers are drawn and presented below:

187

TABLE IV.42

STANDARDIZED SERVICES



Strongly

Agree 13 5.20 6 2.40 19 3.80

Agree 65 26.00 67 26.80 132 26.40

No opinion 59 23.60 48 19.20 107 21.40

Disagree 52 20.80 57 22.80 109 21.80

Strongly

Disagree 61 24.40 72 28.80 133 26.60

Total 250 100 250 100 500 100



provision of the standardized services for the satisfaction of the customers. Out of the


agree; 65 respondents (26 per cent) agree; 59 respondents (23.6 per cent) opined






72 respondents (28.8 per cent) strongly disagree with the statement of the provision of

the standardized services for the satisfaction of the customers.



188

respondents (21.4 per cent) said nothing; 109 respondents (21.8 per cent) disagree;


the provision of the standardized services for the satisfaction of the customers.


agree and 72 respondents (28.8 per cent) of the public sector banks strongly disagree

as their opinion on the statement of the provision of the standardized services for the

satisfaction of the customers. Both of them are quite contrary. Hence, it is concluded

that the e-banking services particularly in the public sector banks are to be made

better qualitative with standardized services and the improvement is required to be

done necessarily to keep intact of the customers for a long when compared to the

private banks as worded by the huge no. of respondents.

PROBLEMS IN E-BANKING SERVICES

The e-banking customers are facing a lot of problems while they are entering

into the online transactions to avail the e-banking facilities of both private and public

sector banks. To get restored of the problems worthwhile, the customers are to be kept

intact by the bankers and the bankers are expected to resolve them. Such problems are

notified like, inadequate knowledge about the usage of e-channels; unsuitable location

of ATMs; no. of ATMs are not sufficient; poor network; lack of interest from

customers; password forgotten by the customers; misplacement of cards; misuse of

cards and fraudulent activities; lack of confidence; and technical hurdles of ATMs and

smart cards. In this regard the opinions are drawn from the customers and presented

with ranking in the following table:

18

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17

23

.47

3

14

.65

2

10

.4

76

1

5.2

69

1

3.8

35

7

.0

5th

64

1

2.8

8

0

16

.06

6

13

.21

14

22

.81

00

2

0.0

20

4

.0

23

4

.6

31

6

.2

10

9

21

.89

6

19

.2

6th

30

6

.0

22

4

.4

24

4

.8

30

6

.0

25

5

.0

21

4

.2

23

4

.6

31

6

.2

23

4

.6

10

12

0.2

7th

30

6

.0

22

4

.4

24

4

.8

30

6

.0

25

5

.0

22

4

.4

13

82

7.6

31

6

.2

23

4

.6

35

7

.0

8th

30

6

.0

12

92

5.8

25

5

.0

30

6

.0

17

3

.4

20

4

.0

21

4

.2

29

5

.8

21

4

.2

22

4

.4

9th

30

6

.0

22

4

.4

25

5

.0

30

6

.0

15

3

.0

16

13

2.2

21

4

.2

29

5

.8

21

4

.2

22

4

.4

10th

31

6

.2

21

4

.2

24

4

.8

28

5

.6

24

4

.8

20

4

.0

22

4

.4

11

42

2.8

23

4

.6

28

5

.6

Results

1st

8th

2nd

5th

4th

9th

7th

10th

3rd

6th

So

urc

e: P

rim

ary d

ata.

190

Out of the total selected respondents, 111 respondents (22.2 per cent) have

accepted that they have inadequate knowledge about the usage of e-channels as

ranked first; 111 respondents (22.2 per cent) have said that the no. of ATMs are not

sufficient as ranked second; 120 respondents (24.0 per cent) have said that they have

lack of confidence on the servicing bankers ranked as third; 117 respondents (23.4 per

cent) have accepted that they don’t have interest on the e-banking as ranked fourth;

114 respondents (22.8 per cent) have said that the poor network is the problem ranked

as fifth; 101 respondents (20.2 per cent) have said that the technical hurdles of ATMs

and smart cards as ranked sixth; 138 respondents (27.6 per cent) have said that

misplacement of cards as problems ranked seventh; 129 respondents (25.8 per cent)

have said that the unsuitable locations of ATMs as problems ranked eighth; 161

respondents (32.2 per cent) have accepted that they had forgotten the password often

ranked as ninth; and 114 respondents (22.8 per cent) have said that the misuse of

cards and fraudulent acts of the people as problems ranked as tenth.

Among them, it is found that 161 respondents (32.2 per cent) have said that

they often forget their passwords ranked as ninth; and 101 respondents (20.2 per cent)

have said that the technical hurdles of ATMs and smart cards as problems ranked as

sixth. Hence the bankers are to strive to the maximum extent to solve those problems

and try to keep intact the customers for a long period in the business operations.

RISK IN ELECTRONIC BANKING

The risks are associated with all the activities wherein the financial

involvements found. Particularly in e-banking activities, there are the risks like

security in e-banking, trust ability of the servicing bank, speed of internet provision,

caretaking of the servicing banker for the speed of internet connection, staff supports

and necessity of technical knowledge of the employees existed. Hence the researcher

191

has kept in mind all those and approached the respondents selected for their opinions

for analytical purposes and presented below accordingly.

The customers must feel secured of their e-banking activities on the whole for

which the bankers must provide their services to the extent possible. In this regard the

opinions are drawn and presented below:

TABLE IV.44

OPINION ON THE SECURITY IN PERFORMING THE TRANSACTIONS

THROUGH ELECTRONIC BANKING

OpinionPrivate Sector Banks Public Sector Banks TOTALRespondents % Respondents % Respondents %

Strongly agree

51 20.40 90 36.00 141 28.20

Agree 90 36.00 92 36.80 182 36.40No

opinion30 12.00 25 10.00 55 11.00

Disagree 43 17.20 20 8.00 63 12.60Strongly disagree

36 14.40 23 9.20 59 11.80

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the security

in performing the e-banking transactions for the purpose of their own operations. Out


strongly agree; 90 respondents (36 per cent) agree; 30 respondents (12 per cent)




(36 per cent) strongly agree; 92 respondents (36.8 per cent) agree; 25 respondents (10

per cent) said nothing; 20 respondents (8 per cent) disagree; and the rest of 23

192

respondents (9.2 per cent) strongly disagree with the statement of the security in

performing the e-banking transactions for the purpose of their own operations.



respondents (11 per cent) said nothing; 63 respondents (12.6 per cent) disagree; and


security in performing the e-banking transactions for the purpose of their own

operations.

It is also found that, 90 respondents (36 per cent) of the private sector banks


the statement of the security in performing the e-banking transactions for the purpose

of their own operations. Hence, it is concluded that the e-banking services are to be

tuned better qualitative and the improvement is required to be done necessarily to

keep intact of the security as worded by the large no. of respondents.

The customers must trust on the supports of the banker for their e-banking

transactions consistently. In this regard the opinions are drawn and presented below:

TABLE IV.45

THE FEEL OF HIGH DEGREE OF TRUST ON THE BANKER

OpinionPrivate Sector Banks Public Sector Banks TOTALRespondents % Respondents % Respondents %

Strongly agree

73 29.20 79 31.60 152 30.40

Agree 92 36.80 97 38.80 189 37.80No

opinion 30 10.20 35 14.00 65 13.00

Disagree 10 4.00 25 10.00 35 7.00Strongly disagree

32 12.80 27 10.80 59 11.80

Total 250 100 250 100 500 100


193

The above table shows the opinions of the selected respondents on the high

degree of trust on the servicing bankers by the customers for the favor of their



(10.2 per cent) opined nothing; 10 respondents (4 per cent) disagree; and the rest of 32




(14 per cent) said nothing; 25 respondents (10 per cent) disagree; and the rest of 27

respondents (10.8 per cent) strongly disagree with the statement of the high degree of

trust on the servicing bankers by the customers for the favor of their transactions.



respondents (13 per cent) said nothing; 35 respondents (7 per cent) disagree; and the

rest of 59 respondents (11.8 per cent) strongly disagree with the statement of the high

degree of trust on the servicing bankers by the customers for the favor of their

transactions.



the statement of the high degree of trust on the servicing bankers by the customers in

favor of their transactions. Hence, it is concluded that the e-banking services

particularly the servicing bankers are to keep the customers trust on them as worded

by the more no. of respondents.

The customers may feel sometime the speed of internet not to the mark of

them so that they won’t be able to cope up with their transactions immediately. Hence

194

the researcher has kept this point in mind and drawn the opinions of the respondents

for analysis as below:

TABLE IV.46

THE PROBLEMS OF INTERNET PROVISION AND INTERNET SERVICES

PROVIDER TO USE E- BANKING



Strongly

agree94 37.60 95 38.00 189 37.80

Agree 71 28.40 81 32.40 152 30.40

No

opinion 34 13.60 31 12.40 65 13.00

Disagree 35 14.00 24 9.60 59 11.80

Strongly

disagree 16 6.40 19 7.60 35 7.00

Total 250 100 250 100 500 100



problems with the speed of internet provision by the internet services provider to use

the electronic banking. Out of the total 250 privates sector bank respondents, 94


respondents (13.6 per cent) opined nothing; 35 respondents (14 per cent) disagree;


statement.




respondents (7.6 per cent) strongly disagree with the statement of the problems with

195

the speed of internet provision by the internet services provider to use the electronic

banking.



respondents (13 per cent) said nothing; 59 respondents (11.8 per cent) disagree; and


problems with the speed of internet provision by the internet services provider to use

the electronic banking.


and 95 respondents (38 per cent) of the public sector banks strongly agree as their

opinion on the statement of the problems with the speed of internet provision by the

internet services provider to use the electronic banking. Hence, it is concluded that the

e-banking services are to be tuned with better qualitative internet via high speed

configuration and the improvement is required to be done necessarily to keep intact of

the high speed access as worded by the maximum no. of respondents.

196

The low speed internet connection is to be viewed by the bankers to resolve

such problems to avoid the risks associated with them. In this regard the opinions are

drawn and presented below:

TABLE IV.47

BANK PROVIDING BASIC VIEW FOR THE CUSTOMERS USING

ELECTRONIC BANKING WITH LOW SPEED INTERNET CONNECTION



Strongly

agree62 24.80 78 31.20 140 28.00

Agree 66 26.40 61 24.40 127 25.40

No

opinion 23 9.20 22 8.80 45 9.00

Disagree 52 20.80 41 16.40 93 18.60

Strongly

disagree 47 18.80 48 19.20 95 19.00

Total 250 100 250 100 500 100


The above table shows the opinions of the selected respondents on the low

speed internet connection and the view of the bankers on the same to restores such

problems to avoid the risks associated with them. Out of the total 250 privates sector

bank respondents, 62 respondents (24.8 per cent) strongly agree; 66 respondents (26.4

per cent) agree; 23 respondents (9.2 per cent) opined nothing; 52 respondents (20.8

per cent) disagree; and the rest of 47 respondents (18.8 per cent) strongly disagree

with the above statement.

197


(31.2 per cent) strongly agree; 61respondents (24.4 per cent) agree; 22 respondents


respondents (19.2 per cent) strongly disagree with the statement of the low speed

internet connection and the view of the bankers on the same to restores such problems

to avoid the risks associated with them.

It is found that among the total 500 respondents of both the sectors,140


respondents (9 per cent) said nothing; 93 respondents (18.6 per cent) disagree; and the

rest of 95 respondents (19 per cent) strongly disagree with the statement of the low

speed internet connection and the view of the bankers on the same to restores such

problems to avoid the risks associated with them.



their opinion on the statement of the low speed internet connection and the view of

the bankers on the same to restores such problems to avoid the risks associated with

them. Hence, it is concluded that the e-banking services are to be tuned better with

quality internet access with high speed to avoid the risks associated with them to keep

intact of the customers for a long period as worded by the little no. of respondents.

198

The staff supports are required to resolve the problems are to avoid the risks

associated with the e-banking activities of the customers consistently. In this view the

opinions of the customers are drawn and presented below:

TABLE IV.48

INADEQUATE SUPPORT OF STAFF



Strongly

agree71 28.40 81 32.40 152 30.40

Agree 94 37.60 95 38.00 189 37.80

No

opinion 34 13.60 31 12.40 65 13.00

Disagree 15 6.00 20 8.00 35 7.00

Strongly

disagree 36 14.40 23 9.20 59 11.80

Total 250 100 250 100 500 100



inadequate support of staff for the customers’ transactions and to avoid the risks. Out



opined nothing; 15 respondents (6 per cent) disagree; and the rest of 36 respondents




199


respondents (9.2 per cent) strongly disagree with the statement of inadequate support

of staff for the customers transactions and to avoid the risks.



respondents (13 per cent) said nothing; 35 respondents (7 per cent) disagree; and the


inadequate support of staff for the customers transactions and to avoid the risks.



the statement of the inadequate support of staff for the customer’s transactions and to

avoid the risks. Hence, it is concluded that the e-banking services are to be tuned

better with support of staff consistently for the benefit of the customers and to avoid

the risks associated with them as worded by the large no. of respondents.

The customers expect the staff must have the technical knowledge for the

favour of the transactional operations in supporting the customers. This is to be

viewed seriously by the bankers to keep intact with the day-to-day trend of technical

updating of knowledge. In this view the opinions are drawn and presented below:

200

TABLE IV.49

NECESSITY OF TECHNICAL KNOWHOW



Strongly

agree69 27.60 78 31.20 147 29.40

Agree 94 37.60 95 38.00 189 37.80

No

opinion 36 14.40 31 12.40 67 13.40

Disagree 15 6.00 20 8.00 35 7.00

Strongly

disagree 36 14.40 26 10.40 62 12.4

Total 250 100 250 100 500 100



necessity of technical knowledge provided by the banker for the support of customers’



(14.4 per cent) opined nothing; 15 respondents (6 per cent) disagree; and the rest of 36





respondents (10.4 per cent) strongly disagree with the statement of the necessity of

technical knowledge provided by the banker for the support of customers’

transactions.

201



respondents (13.4 per cent) said nothing; 35 respondents (7 per cent) disagree; and the


necessity of technical knowledge provided by the banker for the support of customers’

transactions.


and 95 respondents (38 per cent) of the public sector banks agree as their opinion on

the statement of the necessity of technical knowledge provided by the banker for the

support of customers’ transactions. Hence, it is concluded that the e-banking services

are to be provided by the bankers with better quality and the necessarily to keep intact

of the technically knowledgeable staff to serve the customers better as worded by the

huge no. of respondents.

SETTLEMENT OF PROBLEMS IN E-BANKING CHANNELS

The e-banking channels are facing a lot of problems while the customers are

doing their online transactions at their convenience. These are to be settled either by

the notice of the customers or the bankers themselves. In this regard the opinions of

the selected respondents are collected and analyzed accordingly. These problems are

classified in to channels wise like problems of ATMs, Internet banking problems,

Mobile banking problems, Telephone banking problems and problems in credit cards.

The problems of ATMs are many viz., steal, breaking, inappropriate use,

misuse of the panel, damage of panel etc., are to be resolved by the technical

202

applications. In this regard the opinions are drawn and presented from the customers

as below:

TABLE IV.50

THE PROBLEMS IN ATMs AND THEIR SETTLEMENT



Strongly

agree86 34.40 72 28.80 158 31.60

Agree 40 16.00 55 22.00 95 19.00

No

opinion 57 22.80 54 21.60 111 22.20

Disagree 43 17.20 32 12.80 75 15.00

Strongly

disagree 24 9.60 37 14.80 61 12.20

Total 250 100 250 100 500 100



problems of the ATMs and their settlement. Out of the total 250 privates sector bank

respondents, 86 respondents (34.4 per cent) strongly agree; 40 respondents (16 per

cent) agree; 57 respondents (22.8 per cent) opined nothing; 43 respondents (17.2 per


above statement.



203


37 respondents (14.8 per cent) strongly disagree with the statement of the problems of

the ATMs and their settlement.



respondents (22.2 per cent) said nothing; 75 respondents (15 per cent) disagree; and


problems of the ATMs and their settlement.



opinion on the statement of the problems of the ATMs and their settlement. Hence, it

is concluded that the bankers must strive for the restoration of the ATM problems and

keep the ATMs strengthened for the use of customers consistently as worded by the

large no. of respondents.

204

The problems of the Internet are the low speed; distortions, disconnection,

misuse of the line etc. are to be resolved through the good quality access like 3G and

4G connectivity. In this regard the opinions of the customers are collected and

presented below:

TABLE IV.51

THE PROBLEMS IN INTERNET AND THEIR SETTLEMENT



Strongly

agree30 12.00 61 24.40 91 18.20

Agree 79 31.60 73 29.20 152 30.40

No

opinion 76 30.40 72 28.80 148 29.60

Disagree 45 18.00 32 12.80 77 15.40

Strongly

disagree 20 8.00 12 4.80 32 6.40

Total 250 100 250 100 500 100



problems of internet and their settlement through the modern technologies available.

Out of the total 250 privates sector bank respondents, 30 respondents (12 per cent)



respondents (8 per cent) strongly disagree with the above statement.

205




12 respondents (4.8 per cent) strongly disagree with the statement of the problems of

internet and their settlement through the modern technologies available.





problems of internet and their settlement through the modern technologies available.



the statement of the problems of internet and their settlement through the modern

technologies available. Hence, it is concluded that the e-banking services are to be

tuned with better qualitative internet connectivity and the improvement is required to

be done necessarily to keep intact of the speed as worded by the maximum no. of

respondents.

206

The problems in mobile banking are the poor network, low access, poor

hearing, improper number connect, distortions etc., are to be restored by proper usage

by both the customers and the bankers. In this regard the opinions of the customers

are collected and presented below:

TABLE IV.52

THE PROBLEMS OF MOBILE BANKING AND THEIR SETTLEMENT



Strongly

agree47 18.80 65 26.00 112 22.40

Agree 55 22.00 60 24.00 115 23.00

No

opinion 87 34.80 66 26.40 153 30.60

Disagree 47 22.80 37 14.80 84 16.80

Strongly

disagree 14 3.60 22 8.80 36 7.20

Total 250 100 250 100 500 100



problems of mobile banking and the restoration of the same by the banker and the

customer. Out of the total 250 privates sector bank respondents, 47 respondents (18.8

per cent) strongly agree; 55 respondents (22 per cent) agree; 87 respondents (34.8 per



207




respondents (8.8 per cent) strongly disagree with the statement of the problems of

mobile banking and the restoration of the same by the banker and the customer.


respondents (22.4 per cent) strongly agree; 115 respondents (23 per cent) agree; 153



problems of mobile banking and the restoration of the same by the banker and the

customer.



opinion on the statement of the problems of mobile banking and the restoration of the

same by the banker and the customer. Hence, it is concluded that the e-banking

services are to be made better qualitative via mobiles for the benefit of the customers

and the improvement is required to be done necessarily to keep intact of the speedy

access through mobiles as worded by the large no. of respondents.

208

The problems in the phone banking are the distortions, poor hearing, improper

usage, misuse, and miscommunication etc., are to be solved by the bankers and the

customers both. In this regard the opinions of the customers are drawn and presented

below:

TABLE IV.53

THE PROBLEMS OF TELEPHONE BANKING AND THEIR SETTLEMENT



Strongly

agree48 19.20 62 24.80 110 22.00

Agree 56 22.40 69 27.60 125 25.00

No

opinion 39 15.60 70 28.00 109 21.80

Disagree 49 19.60 34 13.60 83 16.60

Strongly

disagree 58 23.20 15 6.00 73 14.60

Total 250 100 250 100 500 100



problems of phone banking and their settlement necessarily adopted by the banker and

customers both. Out of the total 250 privates sector bank respondents, 48 respondents




209



(28 per cent) said nothing; 34 respondents (13.6 per cent) disagree; and the rest of 15

respondents (14.6 per cent) strongly disagree with the statement of the problems of

phone banking and their settlement necessarily adopted by the banker and customers

both.





problems of phone banking and their settlement necessarily adopted by the banker and

customers both.


strongly disagree and 70 respondents (28.0 per cent) of the public sector banks said

nothing as their opinion on the statement of the problems of phone banking and their

settlement necessarily adopted by the banker and customers both. Hence, it is

concluded that the e-banking services are to be cleared without the problems of

distortions and others in the phone banking for the benefit of the customers better

qualitative and the improvement is required to be done necessarily to keep intact of

the safety as worded by the little no. of respondents. It is also stated that the phone

banking is not in many banks as the e-banking channel for many operations.

The problems in the credit cards are the steal of cards, misuse of credit cards,

misappropriation of PIN number, improper usage, missing of cards etc., are to be

210

solved by the customers as the cards are kept by the customers alone. In this regard

the opinions are drawn and presented for analytical purposes below:

TABLE IV.54

THE PROBLEMS OF CREDIT CARDS AND THEIR SETTLEMENT



Strongly

agree40 16.00 60 24.00 100 20.00

Agree 60 24.00 49 19.60 109 21.80

No

opinion 65 26.00 67 26.80 132 26.40

Disagree 58 23.20 49 19.60 107 21.40

Strongly

disagree 27 10.80 25 10.00 52 10.40

Total 250 100 250 100 500 100



problems of credit cards and their settlement by the customers themselves with the

help of the bankers little. Out of the total 250 privates sector bank respondents, 40


respondents (26 per cent) opined nothing; 58 respondents (23.2 per cent) disagree;


statement.




25 respondents (10 per cent) strongly disagree with the statement of the problems of

211

credit cards and their settlement by the customers themselves with the help of the

bankers little.



respondents (26.4 per cent) said nothing; 107 respondents (21.4 per cent) disagree;


the problems of credit cards and their settlement by the customers themselves with the

help of the bankers little.



opinion on the statement of the problems of credit cards and their settlement with the

help of the bankers little. Hence, it is concluded that the e-banking services are to be

made better qualitative by provision of proper cards, PIN numbers specifically to be

used by the customers and the awareness keep intact for the customers personal use

only.

STATISTICAL ANALYSIS

The following pages exhibits the testing of hypotheses framed significantly by

the researcher to draw the appropriate results for the objectives formulated and the

problems stated. These analyses consist of chi-square test, ANOVA, the T-test, Inter

correlation and rankings. These are useful to draw many conclusion of the present

research and provide very many scopes for the researcher in finding the results.

212

CHI-SQUARE TEST 1: SERVICES Vs TYPES OF BANKS

Null Hypothesis (H0): There is no significant difference between the services and the

Banks.

Alternative Hypothesis (H1): There is a significant difference between the services

and the Banks

Chi-Square Tests

Value dfAsymp. Sig. (2-

sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

2.872(b) 1 .090

Result: It is found that the calculated value of X2

is 2.872 and the table value of the

X2

is 3.184 for the 5 per cent significance level at df =1. It is also found that the

calculated value is less than the table value. Hence, the null hypothesis is accepted

and the alternate hypothesis is rejected. It is concluded that there is no significant

difference between the services and the Banks.

CHI-SQUARE TEST 2: RESPONSIVENESS Vs TYPES OF BANKS

Null Hypothesis (H0): There is no significant difference between the responsiveness

and the Banks.

Alternative Hypothesis (H1): There is a significant difference between the

responsiveness and the Banks

213

Responsiveness * Bank

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

.809(b) 1 .368



X2

is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the



difference between the responsiveness and the Banks.

CHI-SQUARE TEST 3: SECURITY Vs TYPES OF BANKS

Null Hypothesis (H0): There is no significant difference between the security and the

Banks.

Alternative Hypothesis (H1): There is a significant difference between the security

and the Banks

Security * Bank

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

14.518(b) 1 .000

214



X2


calculated value is more than the table value. Hence, the null hypothesis is rejected

and the alternate hypothesis is accepted. It is concluded that there is a significant

difference between the security and the Banks.

CHI-SQUARE TEST 4: EASY USE Vs TYPES OF BANKS

Null Hypothesis (H0): There is no significant difference between the easy use and the

Banks.

Alternative Hypothesis (H1): There is a significant difference between the easy use

and the Banks

Easy use * Bank

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

1.719(b) 1 .190



X2




difference between the easy use and the Banks.

215

CHI-SQUARE TEST 5: ACCESSIBILITY Vs TYPES OF BANKS

Null Hypothesis (H0): There is no significant difference between the accessibility

and the Banks.


accessibility and the Banks

Accessibility * Bank

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

4.109(b) 1 .043



X2




difference between the accessibility and the Banks.

CHI-SQUARE TEST 6: EFFICIENCY Vs TYPES OF BANKS

Null Hypothesis (H0): There is no significant difference between the efficiency and

the Banks.

Alternative Hypothesis (H1): There is a significant difference between the efficiency

and the Banks

216

Efficiency * Bank

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

.074(b) 1 .786


is 0.74 and the table value of the X2




difference between the efficiency and the Banks.

CHI-SQUARE TEST 7: OVERALL E-BANKING SERVICE QUALITY Vs

TYPES OF BANKS

Null Hypothesis (H0): There is no significant difference between the overall E-

banking service quality and the Banks.

Alternative Hypothesis (H1): There is a significant difference between the overall E-

banking service quality and the Banks

Overall e-banking service quality * Bank

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

5.014(b) 1 .025

217



X2




difference between the overall E-banking service quality and the Banks.

T-TEST 1: TYPES OF BANKS Vs THE VARIABLE FACTORS

Null Hypothesis: There is no significant difference between type of banks and the

depended variable at 5% level of significance.

Alternative Hypothesis: There is a significant difference between type of banks and

the depended variable at 5% level of significance.

T-Test

Independent Samples Test

Levene's

Test for

Equality of

Variances

t-test for Equality of Means

F Sig. t df

Sig.

(2-

tailed)

Mean

Difference

Std. Error

Difference

95%

Confidence

Interval of

the

Difference

Lower Upper

Services Equalvariances

assumed

2.917 .088 -2.160 498 .031 -.72 .333 -1.375 -.065

Equalvariances not

assumed

-2.160 496.902 .031 -.72 .333 -1.375 -.065

Responsiveness Equal

variances

assumed

.175 .676 -1.263 498 .207 -.50 .393 -1.267 .275

218

Equalvariances not

assumed

-1.263 497.650 .207 -.50 .393 -1.267 .275

Security Equalvariances

assumed

26.516 .000 -3.733 498 .000 -1.26 .339 -1.929 -.599

Equalvariances not

assumed

-3.733 475.331 .000 -1.26 .339 -1.929 -.599

Easy use Equalvariances

assumed

10.452 .001 -1.037 498 .300 -.37 .359 -1.077 .333

Equalvariances not

assumed

-1.037 482.749 .300 -.37 .359 -1.077 .333

Accessibility Equalvariances

assumed

5.761 .017 -1.911 498 .057 -.64 .337 -1.306 .018

Equalvariances not

assumed

-1.911 491.048 .057 -.64 .337 -1.306 .018

Efficiency Equalvariances

assumed

12.236 .001 .011 498 .991 .00 .358 -.700 .708

Equalvariances not

assumed

.011 484.297 .991 .00 .358 -.700 .708

Overall e-

banking service

quality

Equal

variances

assumed

8.515 .004 -2.779 498 .006 -3.49 1.257 -5.961 -1.023

Equalvariances not

assumed

-2.779 476.922 .006 -3.49 1.257 -5.962 -1.022

Result: The table tests the significant difference between the depended variables and

type of banks. The services, responsiveness, security, easy use, accessibility,

efficiency and overall E- banking service quality have been taken as dependent

variables. The type of banks has been taken as independents variable. The type of

banks falls under two categories namely private and public bank. The independent

sample T-test was applied. It is observed that security, easy use, accessibility,

efficiency and overall E- banking service quality significant difference since the

observed value are less than 0.05, so the null hypothesis has been rejected.

219

Since the other factors like services and responsiveness do not significant

differ based on type of bank where the observed value is more than 0.05, the null

hypothesis is accepted.

T-TEST 2: GENDER Vs THE VARIABLE FACTORS

Null Hypothesis: There is no significant difference between the depended variable

and the gender at 5% level of significance.

Alternative Hypothesis: There is a significant difference between the depended

variable and the gender at 5% level of significance.

T-Test

Independent Samples Test

Levene's Test for

Equality of Variances


F Sig. t dfSig. (2-

tailed)

MeanDifference

Std. Error Difference

95% Confidence Interval of

the Difference

Lower Upper

Services Equalvariances assumed

.296 .587 .190 498 .849 .06 .340 -.603 .733

Equalvariances

not assumed

.190 438.824 .850 .06 .341 -.605 .735

Responsiveness Equalvariances assumed

.456 .500 -3.966

498 .000 -1.56 .393 -2.331 -.787

Equalvariances

not assumed

-4.009

460.129 .000 -1.56 .389 -2.323 -.795

Security Equalvariances assumed

1.620 .204 .201 498 .841 .07 .348 -.615 .755

220

Equalvariances

not assumed

.204 464.543 .839 .07 .344 -.605 .745

Easy use Equalvariances assumed

.100 .752 -.468 498 .640 -.17 .364 -.886 .546

Equalvariances

not assumed

-.465 434.897 .642 -.17 .366 -.891 .550

Accessibility Equal variances assumed

8.542 .004 -2.317

498 .021 -.79 .341 -1.462 -.120

Equalvariances

not assumed

-2.281

417.591 .023 -.79 .347 -1.473 -.109

Efficiency Equalvariances assumed

4.347 .038 1.055 498 .292 .38 .363 -.330 1.098

Equalvariances

not assumed

1.069 463.103 .285 .38 .359 -.321 1.089

Overall e-banking service

quality

Equalvariances assumed

.312 .577 -1.561

498 .119 -2.00 1.283 -4.522 .518

Equalvariances

not assumed

-1.573

455.313 .116 -2.00 1.273 -4.504 .499

Result: The table tests the significance difference between depended variables and

the gender. The services, responsiveness, security, easy use, accessibility, efficiency

and overall E- banking service quality have been taken as dependent variables. The

gender background of the respondents has been taken as independents variable. Since

the gender background falls under, two categories namely male and female. The

independent sample T-test was applied. It is observed that have accessibility variable

is significant difference since the observed value are less than 0.05, so the null

hypothesis has been rejected.

221

Where as the other factors like services, responsiveness, security, easy use,

efficiency and overall E- banking service quality do not significant differ based on

gender, since the observed value are more than 0.05, so the null hypothesis has been

accepted.

T-TEST 3: MARITAL STATUS Vs THE VARIABLE FACTORS


and the marital status of the respondents at 5% level of significance.


variable and the marital status of the respondents at 5% level of significance.

T-test

Independent Samples TestLevene's Test for

Equality of Variances


F Sig. t dfSig. (2-

tailed)

Mean Difference

Std. Error Difference

95%Confidence

Interval of the Difference

Lower UpperServices Equal

variances assumed

42.206 .000 5.947 498 .000 1.93 .324 1.292 2.566

Equalvariances

not assumed

6.034 494.981 .000 1.93 .320 1.301 2.557

Responsiveness Equalvariances assumed

28.113 .000 3.301 498 .001 1.29 .390 .521 2.053

Equalvariances

not assumed

3.345 495.979 .001 1.29 .385 .531 2.043

Security Equalvariances assumed

1.063 .303 -.472 498 .637 -.16 .344 -.838 .514

Equalvariances

not assumed

-.474 494.960 .636 -.16 .343 -.836 .511

222

Easy use Equalvariances assumed

3.992 .046 -.597 498 .551 -.21 .360 -.922 .492

Equalvariances

not assumed

-.593 469.889 .554 -.21 .362 -.927 .497

Accessibility Equalvariances assumed

.541 .462 -.295 498 .768 -.10 .339 -.766 .566

Equalvariances

not assumed

-.296 491.654 .767 -.10 .338 -.765 .565

Efficiency Equalvariances assumed

21.916 .000 6.043 498 .000 2.10 .347 1.414 2.777

Equalvariances

not assumed

6.133 494.700 .000 2.10 .342 1.424 2.767

Overall e-banking service

quality

Equalvariances assumed

8.579 .004 3.865 498 .000 4.83 1.251 2.377 7.292

Equalvariances

not assumed

3.903 497.952 .000 4.83 1.238 2.401 7.267

Result: The table tests the significance difference between depended variables

and the marital status of the respondents. The services, responsiveness, security, easy

use, accessibility, efficiency and overall E- banking service quality have been taken as

dependent variables. The marital status of the respondents has been taken as

independents variable. Since the marital status falls under, two categories namely

married and unmarried. The independent sample T-test was applied. It is observed

that have services, responsiveness, easy use, efficiency and overall E- banking service

quality are significant difference since the observed value are less than 0.05, so the

null hypothesis has been rejected.

Since the other factors like security and accessibility do not significant differ

based on marital status, the observed value are more than 0.05, so the null hypothesis

has been accepted.

223

CHI-SQUARE TEST 8: SERVICES Vs AGE


Age.


and the Age.

Services * Age

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 156.557(a) 3 .000



X2

is 5.250 for the 5 per cent significance level at and df=3. It is also found that the



difference between the service and the age.

CHI-SQUARE TEST 9: RESPONSIVENESS Vs AGE


and the Age.


responsiveness and the Age.

224

Responsiveness * Age

Chi-Square Tests





X2




difference between the responsiveness and the Age.

CHI-SQUARE TEST 10: SECURITY Vs AGE

Null Hypothesis (H0): There is no significant difference between the security and the

age.

Alternative Hypothesis (H1): There is a significant difference between the security

and the age.

Security * Age

Chi-Square Tests





X2


225



difference between the security and the age.

CHI-SQUARE TEST 11: EASY USE Vs AGE


age.


and the age.

Easy use * Age

Chi-Square Tests





X2




difference between the easy use and the age.

226

CHI-SQUARE TEST 12: ACCESSIBILITY Vs AGE


and the age.


accessibility and the age.

Accessibility * Age

Chi-Square Tests





X2




difference between the accessibility and the age.

CHI-SQUARE TEST 13: EFFICIENCY Vs AGE


the age.


and the age.

227

Efficiency * Age

Chi-Square Tests





X2




difference between the efficiency and the age.

CHI-SQUARE TEST 14; OVERALL E-BANKING SERVICE QUALITY Vs

AGE

Null Hypothesis (H0): There is no significant difference between the overall E-

banking service quality and the age.

Alternative Hypothesis (H1): There is a significant difference between the E-banking

service quality and the age.

228

Overall e-banking service quality * Age

Chi-Square Tests





X2




difference between the E-banking service quality and the age.

229

ANOVA 1: EDUCATIONAL QUALIFICATIONS Vs VARIABLE FACTORS


and the educational qualification of the respondents at 5% level of significance.


variable and the educational qualification of the respondents at 5% level of

significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.

Services

Between Groups 2010.287 4 502.572 50.056 .000

Within Groups 4969.865 495 10.040

Total 6980.152 499

Responsiveness

Between Groups 3102.182 4 775.546 58.835 .000

Within Groups 6524.890 495 13.182

Total 9627.072 499

Security

Between Groups 95.673 4 23.918 1.635 .164

Within Groups 7240.255 495 14.627

Total 7335.928 499

Easy use

Between Groups 1173.247 4 293.312 21.184 .000

Within Groups 6853.703 495 13.846

Total 8026.950 499

Accessibility

Between Groups 474.294 4 118.573 8.832 .000

Within Groups 6645.568 495 13.425

Total 7119.862 499

Efficiency

Between Groups 1226.499 4 306.625 22.415 .000

Within Groups 6771.379 495 13.680

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 33315.217 4 8328.804 61.965 .000

Within Groups 66533.733 495 134.412

Total 99848.950 499

230


the educational background of the respondents. The depended variables like services,

responsiveness, security, easy use, accessibility, efficiency and overall E- banking

service quality have been taken as dependent variables. The educational background

of the respondents has been taken as independents variable. Since the educational

background of the respondents like Primary, Higher secondary, UG, PG and

Professionals have been taken as independent variable and which had been measured

on categorized variable by applying Anova at 5% level of significance, it is observed

that services, responsiveness, easy use, accessibility, efficiency and overall E-

banking service quality have significant difference since the observed value are less

than 0.05, so the null hypothesis has been rejected.

Where as the other factor like security do not significant differs based on

educational background, since the observed value are more than 0.05, so the null

hypothesis has been accepted.

231

ANOVA 2: OCCUPATION Vs VARIABLE FACTORS


and the Occupation of the respondents at 5% level of significance.


variable and the Occupation of the respondents at 5% level of significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.

Services Between Groups 2491.909 4 622.977 68.707 .000

Within Groups 4488.243 495 9.067

Total 6980.152 499

Responsiveness Between Groups 6419.226 4 1604.807 247.636 .000

Within Groups 3207.846 495 6.480

Total 9627.072 499

Security Between Groups 217.118 4 54.280 3.774 .005

Within Groups 7118.810 495 14.381

Total 7335.928 499

Easy use Between Groups 1495.930 4 373.982 28.345 .000

Within Groups 6531.020 495 13.194

Total 8026.950 499

Accessibility Between Groups 266.445 4 66.611 4.811 .001

Within Groups 6853.417 495 13.845

Total 7119.862 499

Efficiency Between Groups 3403.289 4 850.822 91.664 .000

Within Groups 4594.589 495 9.282

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 53552.193 4 13388.048 143.144 .000

Within Groups 46296.757 495 93.529

Total 99848.950 499

232


the occupational background of the respondents. The depended variables like services,

responsiveness, security, easy use, accessibility, efficiency and overall E- banking

service quality have been taken as dependent variables. The occupational background

of the respondents has been taken as independents variable. Since the occupational

background of the respondents like Government, Private, Business, professional and

others have been taken as independent variable and which had been measured on

categorized variable by applying Anova at 5% level of significance, it is observed that

services, responsiveness, security, easy use, accessibility, efficiency and overall E-

banking service quality have significant difference since the observed value are less

than 0.05, so the null hypothesis has been rejected.

233

ANOVA 3: INCOME Vs VARIABLE FACTORS


and the Income of the respondents at 5% level of significance.


variable and the Income of the respondents at 5% level of significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.


Within Groups 3913.570 496 7.890

Total 6980.152 499


Within Groups 4454.730 496 8.981

Total 9627.072 499


Within Groups 7217.932 496 14.552

Total 7335.928 499


Within Groups 7729.110 496 15.583

Total 8026.950 499


Within Groups 6939.064 496 13.990

Total 7119.862 499


Within Groups 4764.312 496 9.605

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 44541.196 3 14847.065 133.148 .000

Within Groups 55307.754 496 111.508

Total 99848.950 499

234


the Income of the respondents. The depended variables like services, responsiveness,

security, easy use, accessibility, efficiency and overall E- banking service quality have

been taken as dependent variables. The Income of the respondents has been taken as

independents variable. Since the Income of the respondents like below 10000, 10001-

25000, 25001-50000 and 50001& above have been taken as independent variable and

which had been measured on categorized variable by applying Anova at 5% level of

significance, it is observed that services, responsiveness, security, easy use,

accessibility, efficiency and overall E- banking service quality have significant

difference since the observed value are less than 0.05, so the null hypothesis has been

rejected.

235

ANOVA 4: LOCATION Vs VARIABLE FACTORS


and the location of the respondents at 5% level of significance.


variable and the location of the respondents at 5% level of significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.


Within Groups 6476.360 497 13.031

Total 6980.152 499


Within Groups 6494.950 497 13.068

Total 9627.072 499

Security Between Groups 6.131 2 3.066 .208 .812

Within Groups 7329.797 497 14.748

Total 7335.928 499


Within Groups 7083.522 497 14.253

Total 8026.950 499


Within Groups 6800.230 497 13.683

Total 7119.862 499


Within Groups 6814.047 497 13.710

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 24702.444 2 12351.222 81.688 .000

Within Groups 75146.506 497 151.200

Total 99848.950 499

236


the location of the respondents. The depended variables like services, responsiveness,

security, easy use, accessibility, efficiency and overall E- banking service quality have

been taken as dependent variables. The location of the respondents has been taken as

independents variable. Since the location of the respondents like urban, semi urban

and rural have been taken as independent variable and which had been measured on


services, responsiveness, easy use, accessibility, efficiency and overall E- banking

service quality have significant difference since the observed value are less than 0.05,

so the null hypothesis has been rejected.

Whereas the other factor like security do not significant differs based on the

location, since the observed value are more than 0.05, so the null hypothesis has been

accepted.

237

ANOVA 5: NO. OF YEARS OF ACCOUNT HOLDING Vs VARIABLE

FACTORS


and the number of years having the account of the respondents at 5% level of

significance.


variable and the number of years having the account of the respondents at 5% level of

significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.


Within Groups 6109.284 496 12.317

Total 6980.152 499


Within Groups 8030.208 496 16.190

Total 9627.072 499


Within Groups 7222.742 496 14.562

Total 7335.928 499


Within Groups 7027.042 496 14.167

Total 8026.950 499


Within Groups 6968.043 496 14.048

Total 7119.862 499


Within Groups 6853.293 496 13.817

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 19965.727 3 6655.242 41.323 .000

Within Groups 79883.223 496 161.055

Total 99848.950 499

238


the number of years having the account of the respondents. The depended variables

like services, responsiveness, security, easy use, accessibility, efficiency and overall

E- banking service quality have been taken as dependent variables. The number of

years having the account of the respondents has been taken as independents variable.

Since the number of years having the account of the respondents like below 1 year, 1-

5 years, 5-10 years and above 10 years have been taken as independent variable and

which had been measured on categorized variable by applying Anova at 5% level of

significance, it is observed that services, responsiveness, easy use, accessibility,

efficiency and overall E- banking service quality have significant difference since the

observed value are less than 0.05, so the null hypothesis has been rejected.

Whereas the other factor like security do not significant differs based on

number of years having the account, since the observed value are more than 0.05, so

the null hypothesis has been accepted.

239

ANOVA 6: USING OF SERVICES Vs VARIABLE FACTORS


and the frequency of using the service of the respondents at 5% level of significance.


variable and the frequency of using the service of the respondents at 5% level of

significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.


Within Groups 5589.674 496 11.270

Total 6980.152 499


Within Groups 7494.353 496 15.110

Total 9627.072 499


Within Groups 7196.810 496 14.510

Total 7335.928 499


Within Groups 7852.126 496 15.831

Total 8026.950 499


Within Groups 6903.699 496 13.919

Total 7119.862 499


Within Groups 6802.980 496 13.716

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 19690.040 3 6563.347 40.612 .000

Within Groups 80158.910 496 161.611

Total 99848.950 499

240


the frequency of using the service of the respondents. The depended variables like


banking service quality have been taken as dependent variables. The frequency of

using the service of the respondents has been taken as independents variable. Since

the Income of the respondents like below daily, weekly once, monthly once and

monthly twice have been taken as independent variable and which had been measured

on categorized variable by applying Anova at 5% level of significance, it is observed

that services, responsiveness, security, easy use, accessibility, efficiency and overall

E- banking service quality have significant difference since the observed value are

less than 0.05, so the null hypothesis has been rejected.

241

ANOVA 7: TYPE OF ACCOUNT ACCESS THROUGH INTERNET Vs

VARIABLE FACTORS


and the type of account access through internet of the respondents at 5% level of

significance.


variable and the type of account access through internet of the respondents at 5% level

of significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.


Within Groups 6737.296 497 13.556

Total 6980.152 499


Within Groups 9368.958 497 18.851

Total 9627.072 499


Within Groups 7248.611 497 14.585

Total 7335.928 499


Within Groups 7986.452 497 16.069

Total 8026.950 499


Within Groups 6970.023 497 14.024

Total 7119.862 499


Within Groups 7541.150 497 15.173

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 2623.304 2 1311.652 6.705 .001

Within Groups 97225.646 497 195.625

Total 99848.950 499

242


the type of account access through internet of the respondents. The depended

variables like services, responsiveness, security, easy use, accessibility, efficiency and

overall E- banking service quality have been taken as dependent variables. The type

of account access through internet of the respondents has been taken as independents

variable. Since the type of account access through internet of the respondents like

internet mobile and other have been taken as independent variable and which had

been measured on categorized variable by applying Anova at 5% level of

significance, it is observed that services, responsiveness, accessibility, efficiency and

overall E- banking service quality have significant difference since the observed value

are less than 0.05, so the null hypothesis has been rejected.

Whereas the other factors like security and easy use do not significant differs

based on type of account access through internet, since the observed value are more

than 0.05, so the null hypothesis has been accepted.

243

ANOVA 8: NO. OF TIMES OF USING E-BANKING Vs VARIABLE

FACTORS


and the number of time using E- banking of the respondents at 5% level of

significance.


variable and the number of time using E- banking of the respondents at 5% level of

significance.

ANOVA

Sum of

Squares df

Mean

Square F Sig.


Within Groups 5862.810 496 11.820

Total 6980.152 499


Within Groups 7108.182 496 14.331

Total 9627.072 499


Within Groups 7279.977 496 14.677

Total 7335.928 499


Within Groups 7090.511 496 14.295

Total 8026.950 499


Within Groups 6858.640 496 13.828

Total 7119.862 499


Within Groups 6106.211 496 12.311

Total 7997.878 499

Overall e-

banking service

quality

Between Groups 28448.129 3 9482.710 65.874 .000

Within Groups 71400.821 496 143.953

Total 99848.950 499

244


the number of time using E- banking of the respondents. The depended variables like


banking service quality have been taken as dependent variables. The number of time

using E- banking of the respondents has been taken as independents variable. Since

the type of account access through internet of the respondents like internet mobile and

other have been taken as independent variable and which had been measured on


services, responsiveness, accessibility, efficiency and overall E- banking service

quality have significant difference since the observed value are less than 0.05, so the

null hypothesis has been rejected.

Whereas the other factor like security do not significant differs based on

number of time using E- banking, since the observed value are more than 0.05, so the

null hypothesis has been accepted.

245

CHI-SQUARE TEST 15: SERVICES Vs OVERALL E-BANKING QUALITY


overall E-banking service quality.


and the overall E-banking service quality

Services * Overall e-banking service quality

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

176.537(b) 1 .000



X2




difference between the services and the overall E-banking service quality.

246

CHI-SQUARE TEST 16: RESPONSIVENESS Vs THE OVERALL E-

BANKING SERVICE QUALITY


and the overall E-banking service quality.


responsiveness and the overall E-banking service quality

Responsiveness * Overall e-banking service quality

Chi-Square Tests

Value dfAsymp. Sig.

(2-sided)

Exact Sig.

(2-sided)

Exact Sig.

(1-sided)

Pearson Chi-Square 279.492(b) 1 .000



X2




difference between the responsiveness and the overall E-banking service quality.

247

CHI-SQUARE TEST 17: SERVICES Vs OVERALL E-BANKING SERVICE

QUALITY





Security * Overall e-banking service quality

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

5.474(b) 1 .019



X2




difference between the security and the overall E-banking service quality.

248

CHI-SQUARE TEST 18: EASY USE Vs OVERALL E-BANKING SERVICE

QUALITY





Easy use * Overall e-banking service quality

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

108.623(b) 1 .000



X2




difference between the easy use and the overall E-banking service quality.

249

CHI-SQUARE TEST 19: ACCESSIBILITY Vs OVERALL E-BANKING

SERVICE QUALITY




accessibility and the overall E-banking service quality

Accessibility * Overall e-banking service quality

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

43.979(b) 1 .000



X2




difference between the accessibility and the overall E-banking service quality.

250

CHI-SQUARE TEST 20: EFFICIENCY Vs OVERALL E-BANKING SERVICE

QUALITY


the overall E-banking service quality.



Efficiency * Overall e-banking service quality

Chi-Square Tests


sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-

Square

189.673(b) 1 .000



X2




difference between the efficiency and the overall E-banking service quality.

25

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252

The above table exhibits that there is a significant relationship between reliability and

responsiveness, reliability and easy use, security and easy use, security and efficiency.

There is a highly significant relationship between easy use and accessibility, easy use

and efficiency. Reliability, responsiveness, security, easy use, accessibility, efficiency and

overall e-banking services are highly significantly related.

There is a significant relationship between reliability and responsiveness, easy use and

of overall e-banking services.

There is a highly significant relationship between reliability, responsiveness, security,

easy use, accessibility, efficiency and overall e-banking services.

253

INTER CORRELATION MATRIX

Inter Correlations matrix between the natures of e-banking services

Mean S.D ATM/Debit

card

Credit

card

Mobile

banking

Online

banking Telebanking

ATM/

Debit card 1.50 1.064 1 -.024 .061 .058 .024

Credit

card 3.72 1.739 -.024 1 .023 -.027 .116(**)

Mobile

banking 4.11 1.560 .061 .023 1 .207(**) .735(**)

Online

banking 3.20 1.575 .058 -.027 .207(**) 1 -.183(**)

Tele

banking 4.00 1.629 .024 .116(**) .735(**) -.183(**) 1

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

The above table shows that the inter correlation matrix between the e-banking channel

and the e-banking channel was used to identify the significance of correlation. It is inferred that

the credit card and Tele banking, mobile banking and online banking, mobile banking and Tele

banking, online banking and Tele banking were having highly significant relationship.

25

4

Inte

r C

orr

ela

tio

n b

etw

een

pro

ble

ms

of

e-b

an

kin

g s

erv

ices

Pa

rti

cu

lars

Mea

nS

.D

Inad

eq

uate

kn

ow

led

ge

ab

ou

t th

e

usa

ge

of

e-

ch

an

nels

Un

suit

ab

le

loca

tion

of

AT

Ms

No o

f

AT

MS

not

suff

icie

nt

Po

or

netw

ork

La

ck o

f

inte

rest

from

cu

stom

ers

Pass

word

forg

ott

en

Card

mis

pla

ced

Mis

use

of

ca

rd

an

d

fra

ud

s

La

ck o

f

con

fid

en

ce

Tech

nic

al

hu

rd

les

of

AT

Ms

an

d

sma

rt

ca

rd

Inad

eq

uate

kn

ow

led

ge

ab

ou

t th

e

usa

ge

of

e -

ch

an

nel

s

5.1

2

2.6

68

1

.04

0.0

55

-.0

67

.05

2.0

42

.02

5.0

41

.02

5.0

88

(*)

Un

suit

ab

le l

oca

tion

of

AT

Ms

5.2

6

2.7

94

.0

40

1.0

67

.03

0.0

03

.02

3-.

02

9.0

09

.04

3.0

33

No.

of

AT

Ms

not

suff

icie

nt

4.8

5

2.5

87

.0

55

.06

71

.05

7.0

60

.06

9.0

04

-.0

04

.05

1.0

52

Po

or n

etw

ork

4

.91

2

.25

4

-.0

67

.03

0.0

57

1.0

69

-.0

08

.15

3(*

*)

.12

2(*

*)

.20

6(*

*)

.12

7(*

*)

La

ck o

f in

tere

st f

rom

cu

stom

ers

3.9

0

2.3

56

.0

52

.00

3.0

60

.06

91

.06

7.0

83

.09

2(*

).1

05

(*)

.14

3(*

*)

Pass

word

Forg

ott

en

4

.41

2

.33

8

.04

2.0

23

.06

9-.

00

8.0

67

1.1

36

(**

).0

05

-.0

12

.17

9(*

*)

Card

mis

pla

ced

3

.86

1

.88

7

.02

5-.

02

9.0

04

.15

3(*

*)

.08

3.1

36

(**

)1

.08

1.0

11

.14

3(*

*)

Mis

use

of

card

an

d

fra

ud

s 3

.34

2

.41

6

.04

1.0

09

-.0

04

.12

2(*

*)

.09

2(*

) .0

05

.08

11

.11

2(*

).1

11

(*)

La

ck o

f co

nfi

den

ce

3.3

0

2.5

29

.0

25

.04

3.0

51

.20

6(*

*)

.10

5(*

) -.

01

2.0

11

.11

2(*

)1

.12

5(*

*)

Tech

nic

al

hu

rd

les

of

AT

Ms

an

d s

ma

rt

ca

rd

3.3

1

2.1

76

.0

88

(*)

.03

3.0

52

.12

7(*

*)

.14

3(*

*)

.17

9(*

*)

.14

3(*

*)

.11

1(*

) .1

25

(**

)1

N5

00

50

05

00

50

05

00

50

05

00

50

05

00

50

0

*C

orr

elat

ion

is

sig

nif

ican

t at

the

0.0

5 lev

el (

2-t

ail

ed).

**

Co

rrel

atio

n i

s si

gn

ific

ant

at t

he

0.0

1 l

evel (2

-tail

ed)

255

Inference

The above table shows that there is significant relationship between

inadequate knowledge about the usage of e-channels and technical hurdles of ATMs

and smart card. There is also from significant relationship between lack of interest

from customers and misuse of cards and frauds, lack of confidence. There is a

significant relationship between misuse of cards and frauds and lack of confidence

and technical hurdles of ATMs and smart card.

There is highly significant relationship between technical hurdles of ATMs

and smart card and poor network, lack of interest from customers, pass word

forgotten, card misplaced, and lack of confidence. The relationship between the

problems of the e-banking services is highly significant. This indicates the

consequence of one problem on the other.

Date post:	28-Apr-2018
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Chapter - IV ANALYSIS AND...

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