CUSTOMERS SATISFACTION TOWORDS E-BANKING

CHAPTER-4
DATA ANALYSIS AND
INTERPRETATION

Data analysis and Interpretation

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

 Chart showing the age of category

Age No of Respondent Percentage

20-30 11 36.666667
30-40 6 20
40-50 7 23.333333
50-60 6 20
Total 30 100
40

35

30

25
20-30
20 30-40
40-50
15 50-60

10

0
No of Respondent Percentage

Analysis and Interpretation:

By making the above chart analysis we clearly understand that from 20-30 age groups of people are
highest user of the e-banking services .Whereas 23.33% % of users comes under age of 40-50 of people
and20% of users comes under age30-40 and 20%comes under age of 50-60.

2)Chart showing the percentage of gender:

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

No of
Gender Respondent Percentage

Male 15 50

Female 15 50

Total 30 100

60

50

40

30
No of Respondent
Percentage
20

10

0
Male Female

Analysis and interpretation:

The above chart analysis shows that percentage of gender category using e-
banking services, by making analysis of above table we come to know that 50%
of women's are using e-banking services and remaining 50% of e-banking users
are male.

Chart showing education percentage of education category:

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

Education No of respondent percentage

S.S.L.C 8 26.666667
PUC 2 6.6666667
Degree 6 20
PG 14 46.666667
Above PG 0 0
TOTAL 30 100
   

120

100

80

60 No of respondent
percentage

40

20

0
S.S.L.C P UC Degree PG Above PG TOTAL

Analysis and Interpretation:

When we consider the education people of 46.67% PG department are more as

compared to other qualification and from this chat the lowest people
qualification is above PG only 0% people.

Chart showing occupation of the customers

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

occupation no of respondent Series 2

private/govt 4 13.333333
self employee 8 26.666667
student 5 16.666667
others 13 43.333333
total 30 100

120

100

80

no of respondent
60
Series 2
Series 3
40

20

0
private/govt self employee student others total

Analysis and Interpretation: The above chart showing highest customers are doing
other jobs as compare to below occupation of 43.33% and only 13.33% customers are
doing private / govt job it s lowest occupation as compared to other occupation

1.chart showing respondents having bank account or no

bank account no of respondent Series 2

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

yes 27 90

no 3 10
total 30 100
Category 4 4.5 2.8

120

100

80

no of respondant
60
Series 2
Series 3
40

20

0
yes no total Category 4

Analysis and Interpretation:

From the above chart as compared to account having people 90% to not having
account people10% are very lesser than the account having people. so the above chart
shows more people are having a account.

a) chart showing type of account having

particulars No. percentag

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

responde
nt e
76.66666
Saving a/c 23 7
13.33333
current a/c 4 3
Recurring a/c 3 10
Fix deposit 0 0
Total 30 100

120

100

80

No.respondent
60
percentage
Series 3
40

20

0
Saving a/c current a/c Recuring a/c Fix deposit Total

Analysis and interpretation: Above charts shows the more number of customer
having 76.67% a saving account as compared to other account. from above chart less
no of customer having fix deposit account 0%.

2.Frequently using E – Banking services

particulars no of respondent percentage

yes 23 76.666667
no 7 23.333333
total 30 100
Category 4 4.5 2.8
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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

120

100

80

no of respondent
60
percentage
Series 3
40

20

0
yes no total Category 4

Analysis and interpretation:

Above chart showing the frequently using e- banking services from this chart more no of
customer using frequently 76.67% customer are using e-banking services. And only
23.33% people are not using frequently e-banking services.

3) Period of using e-banking

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

period no of respondent Series 2

less than 2 years 7 23.333333

2 - 4 years 10 33.333333

4 - 6 years 8 26.666667

above 6 years 5 16.666667

. total 30 100

120

100

80

60
no of respondant
Series 2
40 Series 3

20

0
less than 2 2 - 4 years 4 - 6 years above 6 years total
years

Analysis and Interpretation: From the above chart maximum number of customer
using e-banking services from 2-4 years as compare to other number of period lowest
numbers of customer using e-banking services from above six years.

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

4)Electronic banking methods employed by syndicate bank offer

quick service

no of
responde percenta
particulars nt ge
strongly 26.66666
agree 8 7
66.66666
agree 20 7
6.666666
cannot say 2 7
disagree 0 0
strongly
agree 0 0
total 30 100

120

100

80

60 no of respondent
percetage
Series 3
40

20

0
strongly agree cannot say disagree strongly total
agree agree

Analysis and interpretation:

The above chart shows that 66.67% of people are agree that syndicate bank providing
quick services and only 66.66% of customers are cannot said yes or no. 0% of
customers are disagree and strongly disagree.

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

5)it is easy to transfer one to another a/c

no of
responde percentag
particular nt e
strongly
agree 15 50
33.33333
agree 10 3
13.33333
cannot say 4 3
3.333333
dis agree 1 3
strongly
disagree 0 0
total 30 100

120

100

80

60 no of respondent
percentage
Series 3
40

20

0
strongly agree cannot say dis agree strongly total
agree disagree

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

Analysis and interpretation:

The above chart shows e-banking services are easy to transfer from one account
to another. The 50% of customer are strongly agree e-banking providing quick services
and 13.33% cannot said.0% of people strongly disagree.

6)There is sufficient number of ATM

Particulars No of Respondents Percentage

Strongly Agree 15 50
Agree 10 33.333333
Can not say 2 6.6666667
Disagree 2 6.6666667
strongly disagree 1 3.3333333
Total 30 100

120

100

80

60
No of Resopondent
Percentage
40

20

0
Strongly Agree Can not say Disagree strongly Total
Agree disagree

Analysis and interpretation:

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

The above chart showing the sufficient no of ATMs 50% of customers are
are strongly agree and 33.33% customers are disagree. only the 3.33%
customers strongly disagree. So finally there is a sufficient no of ATMs are
are there.

7)It is easy to Deposit and Withdrawn money from ATM branch

Particulars No of Respondent Percentage

Strongly agree 8 26.666667
Agree 14 46.666667
Can not say 5 16.666667
Dis agree 2 6.6666667
strongly dis agree 1 3.3333333
Total 30 100

120

100

80

60
No of Respondent
Percentage
40

20

0
Strongly Agree Can not say Dis agree strongly dis Total
agree agree

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

Analysis and interpretation:

The above chart shows the 46.67% of customer are strongly agree that deposit and
withdraw money from ATM. from this only 3.33% customers are strongly disagree.
finally this chart shows the deposit and withdraw money from ATM is easy.

8) Electronic bank methods employed maintained error free records

Particulars No of Respondent Percentage  

strongly agree 6 20  
Agree 13 43.333333  
Cannot say 9 30  
Disagree 2 6.6666667  
Strongly disagree 0 0  
Total 30 100  

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING
120

100

80

60
No of Respondent
Percentage
40

20

0
strongly Agree Can not say Disagree Strongly Total
agree disagree

Analysis and interpretation:

The above chart shows the 43.33% customers are agree that electronic
bank methods maintain error free records and only 0% customers are
strongly disagree the e-bank maintain error free records.

9)The customer problems for on online service respond to your quires on

time
Particulars No of Respondent Percentage
Strongly agree 10 33.333333
Agree 6 20
Cannot say 5 16.666667
Dis agree 5 16.666667
Strongly disagree 4 13.333333
Total 30 100

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING
120

100

80

60
No of Respondent
Percentage
40

20

0
Strongly Agree Can not say Dis agree Strongly Total
agree disagree

Analysis and interpretation:

The above chart shows the 33.33% of customers are strongly agree that e-
banking timely respondent for customer’s problems and only 13.33%
customers are strongly disagree. so finally this chart shows e-banking will
responding for customer problem timely.

10) Bank educates customers about electronic banking methods available

No of Percentag
Particular respondent e  
Strongly agree 10 33.333333  
Agree 8 26.666667  
Cannot say 8 26.666667  
Dis agree 2 6.6666667  
Strongly
Disagree 2 6.6666667  
Total 30 100  

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING
120

100

80

60
No of respondent
Percentage
40

20

0
Strongly Agree Can not say Dis agree Strongly Total
agree Disagree

Analysis and interpretation:

The above chart shows the 33.33% of customers are strongly agree that e-banking
educate to customer’s about e-banking methods and only 6.67% customers are strongly
disagree. so finally this chart shows e-banking will educate for customer about e-
banking methods.

11) Electronic Banking services are available all time (24 hours)
No of
Particular Respondent Percentage
Strongly agree 10 33.333333
Agree 10 33.333333
Cannot say 5 16.666667
Dis agree 5 16.666667
Strongly
disagree 0 0
Total 30 100

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING
120

100

80

60
No of Respondent
Percentage
40

20

0
Strongly Agree Can not say Dis agree Strongly Total
agree disagree

Analysis and interpretation:

The above chart shows the 33.33% of customers are strongly agree that e-
banking Services are available for 24 hours and only 0% customers are
strongly disagree. so finally this chart shows e-banking providing 24 hours
service.

12)Electronic Banking services is safe and secured.

No of
Particular Respondent Percentage
strongly agree 8 26.666667
Agree 10 33.333333
Cannot say 5 16.666667
Dis agree 5 16.666667
Strongly
disagree 2 6.6666667
Total 30 100

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING
120

100

80

60
No of Respondent
Percentage
40

20

0
strongly Agree Can not say Dis agree Strongly Total
agree disagree

Analysis and interpretation:

The above chart shows the 33.33% of customers are agree that e-banking
services are safe and security and only 6.67% customers are strongly
disagree. so finally this chart shows e-banking is safe and secured..

13) Electronic Banking are Time saving

No of
Particular Respondent percentage
Strongly agree 15 50
Agree 13 43.333333
Cannot say 2 6.6666667
Dis agree 0 0
Strongly
Disagree 0 0
Total 30 100

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

120

100

80

60
No of Respondent
percentage
40

20

0
Strongly Agree Can not say Dis agree Strongly Total
agree Disagree

Analysis and interpretation:

The above chart shows the 50% of customers are strongly agree that e-banking time
saving and only 0% customers are strongly disagree. so finally this chart shows
e-banking is time saving.

14) Electronic Banking services are Economical

No of
Particulars Respondent Percentage
Strongly agree 15 50
Agree 13 43.333333
Cannot say 0 0
Dis agree 2 6.6666667
Strongly
Disagree 0 0
Total 30 100

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

120

100

80

60
No of Respondent
Percentage
40

20

0
Strongly Agree Can not say Dis agree Strongly Total
agree Disagree

Analysis and interpretation:

The above chart shows the 50% of customers are strongly agree that e-
banking services are economical and only 0% customers are strongly
disagree. so finally this chart shows e-banking services are economical.

15) There are a lot of problems associated with Electronic Banking

No of
Particulars Respondent Percentage
Strongly agree 9 30
Agree 10 33.333333
Cannot say 7 23.333333
Dis agree 4 13.333333
Strongly
Disagree 0 0
Total 30 100

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING
120

100

80

60
No of Respondent
Percentage
40

20

0
Strongly Agree Can not say Dis agree Strongly Total
agree Disagree

Analysis and interpretation:

The above chart shows the only 33.33% of customers are agree that e-
banking is associated lot of problems and 13.33% customers are
disagree. So finally this chart shows e-banking will responding for customer
problem timely.

16) The Bank Encourage customers to E-Banking

Particulars No of Respondent Percentage
Yes 27 90
No 3 10
Category 3 30 100

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

120

100

80

60 No of Respondent
Percentage

40

20

0
Yes No Total

ANALYSIS AND INTERPRETATION:

The above chart shows the 90% of banks encourage their customer for e-
banking and remaining 10% of banks are not encourage their customer to-
banking. finally this chart shows bank encourage their customers

17) What type of E-Banking services are you enjoying

Particulars NO of Respondent Percentage

Internet
Banking 4 13.333333
ATM 13 43.333333
Debit card 5 16.666667
Credit card 2 6.6666667

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

Mobile
Banking 6 20
SMS Banking 0 0
others 0 0
Total 30 100

120

100

80

60
NO of Respondent
Percentage
40

20

0
Internet ATM Debit Credit Mobile SMS others Total
Banking card card Banking Banking

Analysis and interpretation:

The above chart shows the 43.33% of customers are using ATM services and only
13.33% customers are using internet banking services, 16.67% customers are using
debit card services, credit card services 6.67%, mobile banking services 20%,sms and
other services are using 0%. So finally this chart shows customers are more using ATM
services and less using sms and other services.

18) What is the Reason for choosing E-Banking Services?

No of
Responden Percentag
Particulars t e
Convenienc
e 12 40
24 hour
access 15 50

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

To save
time 3 10
Others 0 0
Total 30 100

120

100

80

60 No of Respondent
Percentage

40

20

0
Convenince 24 hour acces To save time Others Total

Analysis and interpretation:

The above chart shows the 50% of customers are using e-banking services for the
reason of 24 hours services And 40% of customers are using for convenient
reason,10% of people are using for time saving reason and0% customer are using for
other reason. So finally this chart shows more customers e-banking services choosing
for time saving reason and less customer choosing for other purpose.

19) E-Banking service provided by your bank

No of
Particulars Respondents Percentage
Satisfied 19 63.333333
Somewhat Dissatisfied 6 20
Neither satisfied / nor 3 10

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

satisfied
somewhat satisfied 2 6.6666667
Total 30 100

120

100

80

60
No of Resopndent
Percentage
40

20

0
Satisfied Somewhat Neither somewhat Total
Dissatisfied satisfied / nor satisfied
satisfied

Analysis and interpretation:

The above chart shows the 63.33% of customers are satisfied for e-
banking services provided by their bank, Somewhat Dissatisfied 20%
customers,10% are Neither satisfied / nor satisfied customers and somewhat
satisfied6.67% customers .So finally this chart shows their bank providing e-
banking services.

20) Fees charging on E-Banking services

No of
Particulars respondent Percentage
Satisfied 10 33.333333
Somewhat 6 20

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

dissatisfied
Dis satisfied 12 40
Somewhat
satisfied 2 6.6666667
Total 30 100

120

100

80

60
No of respondent
Percentage
40

20

0
Satisfied Somewhat Dis satisfied Somewhat Total
dissatified satified

Analysis and interpretation:

The above chart shows the 33.33% of customers are satisfied fee charging
for e-banking services, Somewhat Dissatisfied 20% customers,40% are
dissatisfied and somewhat satisfied6.67% customers .So finally this chart
shows their bank charging fees for e-banking so more number of
customers Dis satisfied for fee charging for providing e-banking services.

21) Security provided by Bank on E-Banking services

No of
Particulars Respondent Percentage
Satisfied 19 63.333333
Somewhat Dissatisfied 5 16.666667

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

Neither satisfied/Nor
Satisfies 4 13.333333
Somewhat satisfied 2 6.6666667
Total 30 100

120

100

80

60
No of Respondent
Percentage
40

20

0
Satisfied Somewhat Neither Somewhat Total
Dissatisfied satisfied/Nor satisfied
Satisfies

Analysis and interpretation:

The above chart shows the 63.33% of customers are satisfied for
providing security for e-banking services, Somewhat Dissatisfied
16.67%,customers13.33% Neither satisfied/Nor Satisfies and somewhat
satisfied6.67% customers .So finally this chart shows their bank providing
security for e-banking service.

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

CHAPTER - 5

Findings:

 36.67% of respondents are comes under the age category of

20-30years and youths are showing less interest in using e-
banking services provided by this bank. Only 20% of

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

respondents are using an e-banking services that comes under

the age group of 50-60.
 When taking into consideration education level of the
respondents there is only above P.G 50% holders are using the
e-banking services where as 20% respondents are degree
holders.
 Only 13% government/private job holders are using the e-
banking services where as others 43% students are showing
more interest in e-banking services.
 Female customers are not satisfactory out of 30 respondents
only 50% of female customers are using e-banking services
 Most of the respondents are using the e-banking services only
because it saves the lot of time and 24 hours access to their
accounts.
 33.33% of respondents are highly dissatisfied with the security
provided by the bank on e-banking services.
 Bank delivers the limited services to the customers but
customers are expecting more services.
 The services provided by the bank not yet reached the
uneducated people and people of rural areas and middle class
people.
 In this bank we can see that less number of employees are
working.

Suggestions:

 The bank has to create more awareness and benefits for using the
banking services.

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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

 Make better usability of their IT services.

 Increase the number of employees working in the bank by appointing
the good quality employees.
 Create a trust in the mind of the customers towards security of their
accounts.
 Increase number of ATM booths in order to create the satisfaction
level of the ATM card holders.
 Raise the credit card and debit card acceptance in all places.
 Make sure the price should be reasonable. Apply correct and
accurate charges of fees on services.

CONCLUSION:
Customer is the king of the present day banking .today’s customer’s
services performance keep on changing at rapid speed and their
demand. The aim of banker is to make the customers comfortably
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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

and happy to achieve their target. In syndicate bank with help of e-

banking that the bank give the service to the public account holder to
do the translation bases of the mobile phones personnel computers,
tabs etc.
E-banking helps in improving the relationship between bankers
and its customers. The bankers expressed confidence that such
bonds would bring improvement in the overall performance of banks.
In the present study we come to know that syndicate bank provide
different type of e-banking service to its customers and by analyzing
respondents we conclude that the respondents are not highly
satisfied with the service of the syndicate bank, because of its
security issues and fees charged on the services and lack of
knowledge of the customers of both rural and urban areas, here we
also come to know that what type of customers are highly using the
e-banking service and factors effecting on the satisfactions level of
the customers and by analyzing we come to know that there is a less
female users if service, bank is suggested to improve their service
quality and try to attract more and more and fix the issue of the
customers regarding the service, security , and higher charges.

BIBILOGRAPHY:

REFRENCES:
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 CUSTOMERS SATISFACTION TOWORDS E-BANKING

Marketing management 11th edition by Philip kolter.

E-commerce by nidhi dhavan

WEB REFERED:

WWW.SYNDICATEBANK.IN

WWW.SRIBED.COM

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