A STUDY ON CUSTOMER SATISFACTION TOWARDS E-BANKING

SERVICE WITH SPECIAL REFERENCE TO ERODE DISTIRCT

Submitted in partial fulfillment of the requirement for the awarded of

Bachelor of commerce

By

ELAKKIYA.R

(39740020)

DEPARTMENT OF BUSINESS ADMINISTRATION

SCHOOL OF MANAGEMENT STUDIES

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY
(DEEMED TO BE UNIVERSITY)

Accredited with Grade “A” by NAAC

JEPPIAAR NAGAR, RAJIV GANDHI SALAI,

CHENNAI - 600119

1
 DECLARATION
I ELAKKIYA.R(39740020). Hereby declare that the Project Report entitled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS E-BANKING SERVICE WITH SPECIAL
REFERENCE TO ERODE DISTIRCT." done by me under the guidance of Dr. MATHAN
.N, MBA, M.phil, PhD. Assistant Professor, School of Business Administration is submitted in
partial fulfillment of the requirements for the award of Bachelor of Commerce administration.

DATE :

PLACE : CHENNAI ELAKKIYA.R

2
 ACKNOWLEDGEMENT
I am pleased to acknowledge my sincere thanks to Board of Management of SATHYABAMA
for their kind encouragement in doing this project and for completing it successfully. I am grateful to
them.

I convey my sincere thanks to Dr. BHUVANESWARI G., Dean, School of Business

Administration and Dr. PALANI A., Head, School of Business Administration for providing me
necessary support and details at the right time during the progressive reviews.

I would like to express my sincere and deep sense of gratitude to my Project Guide Dr.
MATHAN .N, Assistant Professor of the Department, School of Management for his valuable
guidance, suggestions and constant encouragement paved way for the successful completion of my
project work. I wish to express my thanks to all Teaching and Non-teaching staff members of the
School of Business Administration who were helpful in many ways for the completion of the project.

3
 TABLES OF CONTENTS

CHAPTER TITLE PAGE NO

ABSTRACT 6
LIST OF TABLES 7
LIST OF CHARTS 8
INTRODUCTION 11
1.1 Industry profile 11
1.2 Company profile 11
1.3 Objective of the study 12
1
1.4 Scope of the study 12
1.5 Need of the study 13
1.6 Relevance of the study 13
1.7 Limitation of the study 13
LITERATURE OF REVIEW 14
2
2.1 Literature of review 15-16
RESEARCH METHODOLOGY 17
3.1 Methodology 18
3.2 Research design 18
3.3 Sources of data 18
3.4 Area of study 18
3.5 Sample size 18
3
3.6 Sampling method 19
3.7.Period of study 19
3.8 Hypothesis of study 19
3.9 Statistical tools used 19
3.10 Structure of questionnaire 19-20
3.11 Statement of the problem 20
DATA ANALYSIS 21
Percentage analysis 21
4
Statistical tool method 21

4
 FINDINGS, SUGGESTION AND CONCLUSION
5.1 Findings of the study 35
5 5.2 Suggestion 35-36
5.3 Limitation of the study 36
5.4 conclusion 36
APPENDIX-1 (Questionnaire) 37-39

5
 ABSTRACT
Banking sector operate as the backbone of contemporary industry. Progress of any country
primarily depends upon the banking structure. It is
associate electronic payment system that facilitates customers of the bank or alternative
money establishments to try and do a range of monetary
transactions in the entire time the financial establishment web site. It has attracted interest
from policy makers, researchers and bankers. Electronic
payment has assumed importance in the back drop of rapid technological changes, influence of
market forces and regulatory developments. Efforts are
being made to make electronic payments affordable and integrated. It is a new phenomenon
contributing greatly toward growth of banking sector. E-Banking is the result of E-commerce
and information technology. This study throws light on the factors influencing the customer
satisfaction on E-Banking services.

6
 LIST OF THE TABLES

TABLE NO PARTICULARS PAGE NO

4.1 Gender of respondents 21
4.2 Age of respondents 22
4.3 Occupation of respondents 23
4.4 Income level of respondents 24
4.5 How long respondents have account in bank 25
4.6 Type of account respondents have in bank 26
4.7 Which is more convenient way for banking 27
4.8 Aware of internet banking service 28
4.9 Reason for not using internet banking facility 29
4.10 Reason for satisfaction towards the internet banking services 30
4.11 Respondents overall opinion about internet banking 31
4.12 Based on respondents satisfaction level will recommend this 32
service to friends/relatives.

7
 LIST OF CHARTS

TABLE NO PARTICULARS PAGE NO

4.1 Gender of respondents 21
4.2 Age of respondents 22
4.3 Occupation of respondents 23
4.4 Income level of respondents 24
4.5 How long respondents have account in bank 25
4.6 Type of account respondents have in bank 26
4.7 Which is more convenient way for banking 27
4.8 Aware of internet banking service 28
4.9 Reason for not using internet banking facility 29
4.10 Reason for satisfaction towards the internet banking services 30
4.11 Respondents overall opinion about internet banking 31
4.12 Based on respondents satisfaction level will recommend this 32
service to friends/relatives.

8
 CHAPTER-1

INTRODUCTION

9
1.1 INTRODUCTION

The online banking system will naturally connect to or be part

of the core banking system operated by a bank and is in
contrast to branch banking which was the traditional way
customers right to use banking services. The types of financial
transactions which a customer may transact in the course of
online banking are resolute by the financial institutions, but
usually include get account balances, a list of the recent
transactions, electronic bill payment and funds transfer
between one customer to another customers account. Today,
many banks are internet-only institutions. These “virtual
banks” have lower over heads cost than their brick-and–
mortar counterparts. In the United States, many online banks
are insured by the Federal Deposit Insurance Corporation
(FDIC) and can offer the same level of protection for the
customers fund as traditional bank. Various developments
have taken place in Indian Banking. Among the various
developments, technology has influenced the way customer
interacts with the banks. Electronic channels and products
such as ATM’s, cards, internet banking and mobile banking
are offer along with traditional bank channel. Difference in the
practice of channels exists between developed countries and
emergent countries.

10
 HISTORY OF E-BANKING
The evolution process of latest service delivery mechanism through internet emanated during
1980s and late came to be popularly known as e-banking. Moreover, e-banking was referred to a
banking medium of using a terminal, keyboard and monitor to access the banking system
through a phone line. Further, this was also called as ‘Home Banking’ where the customers
were using a numeric keypad to send tones down a phone line with instructions to the bank. In
1981, e-banking has been introduced in New York with offering home banking service using
videotex system by Citi Bank, Chase Manhattan Bank, Chemical Bank and Manufacturers’
Hanover Bank. However, due to failure of videotex system, Home Banking was not able to gain
popularity except in France and UK. In 1983, the Bank of Scotland has provided first home
online banking service of United Kingdom to the banking customers of Nottingham Building
Society. The respective online banking service was based on Prestel system of UK and has used a
computer like BBC Micro or keyboard connected to the telephone and television system.

1.2 INDUSTRY PROFILE

Electronic banking aids users to get access to their funds through an electronic
medium, thereby, eliminating the requirement for the banks’ customers to visit the bank to do
financial transactions. Since a greater number of customers are now using the internet for a host
of their daily activities, this digital medium of banking makes banking far accessible and
convenient for users. Electronic banking is also known with the names, like, e-banking, virtual
banking, online banking, or internet banking. In simple words, the electronic banking is the use
of electronic and telecommunications network for delivering different sort of banking products
and services. Moreover, a customer can easily access his bank account and carry transactions by
using his computer or mobile phone with the help of e-banking.

1.3 COMPANY PROFILE

The internet banking is a component of e-banking and is primarily carried out by means of the
Internet. The term transactional e-banking is generally used to demarcate the use of banking
services from the mere provision of information. In simple words, Electronic banking or e-

11
banking, takes under its gamut, the provision of retail and small value banking products and
services through electronic banking channels as well as large value electronic payments and
such sort of wholesale banking services delivered electronically.
Now-a-days,
days, banks offer various types of services through
thro electronic
ic banking platforms. The
basic level of services banks offer through their websites. The banks offer information about
its products and services to customers through this service. Beside this, some banks receive and
reply to queries through e-mail
mail as well. Secondly, banks allow their customers to submit
instructions or applications for different services, check their account
account balance, etc. However,
banks do not allow their customers to carry any fund-based
fund transactions
ns on their accounts.
Moreover, banks allow their customers to operate their accounts for funds transfer, bill
payments, and purchase and redeem securities, etc.
etc

1.4 OBJECTIVE OF THE STUDY

1.5 SCOPE OF THE STUDY

The study helps in knowing how far the modern banking services are used by the
customers. The study further extends and helps to develop an increasing association
with the customers through modern services. Today the customer demands the banking
services
vices for 24 hours. In the modern age, the entire banking structure has been
changed due to widespread internet technology. Now all the aspects of economy such
as commerce, trade, import, export, purchase and sale of goods is relying upon
electronic banking
g services. E-Banking
E Banking has opened the doors for all the customers, to
operate beyond boundaries.

12
1.6 NEED FOR THE STUDY

In the present globalised scenario, everywhere there is the use of technology. In the
banking sector also, including the technology play dominate role. If the customers
use the E-banking services, It is easy to transfer the fund. It ensures convenience
(24 hours), user friendliness, safe and secure. Advertisement plays a major role in
making people aware of e-banking like Ad in newspaper, Ad in television, Notice etc.
There e-banking is considered a powerful tool for promoting the business. Hence,
the researcher made an attempt to study the customer awareness of e-banking in
the erode district.

1.7 LIMITATIONS OF THE STUDY

Every research is carry out under some limit and this research is not an exemption.
Limitation of the study are summarized An follows,
• The sample size of only 100 respondents was taken from the large population.
• The inferences apply only to the respondents of Coimbatore City.
It is not applicable to any other place and cannot be generalized. Many people are
away from net banking on the assumption that it is more expensive than the
traditional method of dealing with bank transaction.

13
 CHAPTER 2

LITERATURE OF REVIEW

14
2.1 LITERATURE OF REVIEW

Uday Singh Rajput (2015), studies the customers satisfaction on online banking services and its
impacts on banks. This paper focuses on appraising the customer perception about E-Banking
services. The data was collected through questionnaire and analyzed descriptively using
percentages and ANOVA. It was discovered that customers adopting E-Banking services such as
ATM, home banking, use of payment cards to mention but a few. It can be concluded that
people around 45% people have positive perception and are satisfactory with E-Banking.
Frequently used E-Banking services are ATM, bill payments and getting the bank statements.
Vikas Chauhan and Vipin Choudhary (2015), discusses the challenges and opportunities
associated with the internet banking in Indian contest. The discussion concludes that the
concept of internet banking is slowly gaining acceptance in Indian scenario and efforts are being
made by government agencies to make it more popular among consumers. The challenges such
as security risks, privacy risk, trust factor and less awareness among consumers about E-
Banking or acting as hurdle in the adoption of E-Banking facilities. Considering the challenges
and risk related to E-Banking, the government of India along with various government agencies
is making an effort to make E-Banking more safe, secure and reliable. Starts that the way
banks used to operate has changed due to advent of internet in banking institutions. The
implementation of internet in banking organization has modernized banks. Implementation
of internet banking benefited both the banks as well as consumer. Amutha. D (2016), deals the
consumers perception towards E-Banking system related to customer awareness towards E-
Banking system related to consumer awareness towards E-Banking system. Data for this
investigation were collected from primary as well as secondary sources. The study reveals that,
the opinion of customers on future expectation. Out of the total respondents, majority 58.89%
of the sample respondents have mentioned that they would like operate their banking
transaction in a core banking environment which is free from neither technical intervention
such as computer connecting nor 23.33% of the samples respondents expect the bank will
provide security. The main difficulty for using the E-Banking facility is less knowledge about the

15
operations of banking facility (50%). Respondents also feel the services of E-Banking too
complex to use (30%) and respondents also believe the E-Banking to be risky (12.22%). The
research report is based on primary data. According to the study, the researcher concludes that
the most of the bank customers are aware about all the banking services. The banks further
have to take necessary steps to educate the customers regarding the new technology and other
services offered by the banks. Caroline Priyanka Koorses & Kavitha (2016), indicates that the
banking sector is the dominant sector which is considered as the key to savings for the local
public and for the government, a source of GDP. The study conducted is based on secondary
data. The tools used in the study include trend and compound Annual Growth Rate (AGR). The
study states that E-Banking is both a boon and bane and the banking sector can overcome all
the challenges in the years to come. Raghavendra. B andSravan Kumar (2016), focused on
selected public sector banks and customer opinion from one region which have common social
background resulted that the prompt response, confidentiality, web design and ease of
use factors that affect customer satisfaction. Customer’s gender, age,education, and
income levels influence the customer satisfaction. The usage of up to data information
technologies for customers’ communication enhance the customer satisfaction. The
study is limited to exploring customer satisfaction on internet banking services provided
by banks and effect of demographics on satisfaction. Future studies can focus on
mobile banking; support services provided by banks and include private banks for
exploration.Contents that core banking solutions permitted Indian banks offer excellent
experience to customers. Internet technologies are paving innovative way of banking
with efficiency. ATM’s introduced in a big way is to avoid customers queues and to bank
flexibly and usage of biometric technology. Now a days public sector banks are well
equipped with tools and technologies to meet their customers’ needs. The tools used in
this study are ANOVA, coefficient and variance.

16
 CHAPTER 3

RESEARCH METHODOLOGY

17
RESEARCH METHODOLOGY

3.1 METHODOLOGY

Research methodology simply refers to the practical “how” of any given piece of
research. It’s about how a researcher systematically designs a study to ensure valid and reliable
results that address the research aims and objectives.

3.2 RESEARCH DESIGN

The man of science should decide the approach of choosing a sample or what's popularly
referred to as sample style. Samples may be either chance samples or non-probability samples. In
this study, we used non-probability samples

3.3 SOURCES OF DATA COLLECTION

The data required for the study is collected from both primary data and secondary data.

 PRIMARY DATA: Questionnaire is main tool for collecting primary data.

Questionnaire has been designed in a systematic manner covering adequate and
relevant questions which covers all aspects of the study. It is the foremost
extensively used methodology in varied economic and business surveys.

 SECONDARY DATA: The background of the present study was collected from
various sources which include Books, journals, website and other related research
work.
3.4 AREA OF STUDY

The study has been undertaken only in erode district .

3.5 SAMPLE SIZE

A sample size of 100 respondents has been taken for the study by applying convenience
sampling techniques.

18
3.5 SAMPLING METHOD

The man of science should decide the approach of choosing a sample or what's
popularly referred to as sample style. Samples may be either chance samples or non-
probability samples. In this study, we used non-probability samples.

3.6 PERIOD OF STUDY

This is one-time research where the research is conducted only for one-time and that the
project is based on the responses derived from a definite period of time. The period of study
for the project of about 30 days project is based on the responses collected from the 70
participants.

3.7 HYPOTHESIS OF STUDY

Hypothesis is typically thought-about because the principle instrument in analysis. It main

operate is to counsel new experiments and observations. There are two types of hypothesis they
are, Null Hypothesis and Alternate Hypothesis. In our study we considered null hypothesis as there
is no significant relationship between given factors.

3.8 SATISTICAL TOOLS USED

The following statistical tools have been used to analyses and interpret the data
 Percentage analysis
 Analysis of variance (ANOVA)- One way

3.10 STRUCTURE OF THE QUESTIONNAIRE

The questionnaire follows a simple and basic layout. It is made easy for the participants to
respond to the questionnaire without any delay or confusion. The set of question and the
answer options present in the questionnaire are predetermined and are constructed by
myself based on general questions regarding the main topic. The structure of questionnaire
used in this project is as follows.

19
3.11 STATEMENT OF THE PROBLEM

Earlier while traditional banking was the only option, the customers had to go to the bank in
person to conduct any banking transaction such as money transfer, withdrawal, deposits
etc. Then emerged the concept of Electronic banking which provides various services to the
customers. Electronic banking services include Internet banking, Automated Teller
Machines, Debit/Credit cards, e-cheque, smart cards, RTGS, NEFT etc. These services
help to manage and use one’s bank account such as verifying balance of the
accounts, transfer of more from money.

CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

20
The following consist of the data analysis and interpretation of my questionnaire.

4.1 Percentage analysis

Table No.4.1

AGE NO.OF RESPONDENT PERCENTAGE

Below 20 14 6.3%
20 -30 46 56.4%

30 – 40 20 32.2%

Above 40 10 5.1%

Total 90 100%

Interpretation
From the above table, it is interpreted that 6.3 % of respondents are of age group below 20,
56.4% of them belong to age group 20-30, 32.2 % of them belong to the age group 30-40 and 5%
belong to the group above 40.

Chart No.4.1

21
 AGE OF THE RESPONDENTS

60
40
20
0
below 20 20-30 30-40 above 40

Inference

Majority (56.4%) of the respondents of my questionnaire belong to the age group 20-30.

Table No.4.2
Gender wise classification of respondents

GENDER NO OF RESPONDENTS PERCENTAGE

Male 32 45%

Female 58 54.1%

Total 90 100%

Interpretation
From the above table, it is interpreted that 45% of respondents are of male category and 54.1%
of them belong to female category.

Chart No.4.2

22
Chart representing Gender wise classification of respondents
55%
50%
45%
40%
male female

Inference
Majority (54.1%) of the respondents of my questionnaire are female

Table No.4.3
Occupation of the respondents

OCCUPATION NO OF RESPONDENTS PRECENTAGE

Business 10 7.6%

Government employed 5 4%

student 33 48.5%

private sector 12 8.4%

others 30 32.5%

Total 90 100%

Interpretation.
From the above table, it can be interpreted that out of the option given 7.6% of respondents are
business person, 4% of the respondents are government employed , 48.5% of respondents are

23
students, 8.4% of the respondents are private sector, 32.5% of the respondents are doing other
works.

Chart No.4.3
100.00%
50.00%
0.00%

Inference

Majority (48.5%) of the respondents are students.

Table No.4.4

Question based respondents

Which income group dp you belong to (annual)

OPTION NO OF RESPONDENTS RERCENTAGE

L ess than Rs 1 lakh 45 60%

Rs 1lakh to 3 lakh 28 23.3%

More than Rs 3 lakh 17 16.7%

Total 90 100%

Interpretation

From the above table, it is interpreted that 60% of the respondents annual income less
than Rs 1 lakh, 23.3% of the respondents income level Rs 1 lakh to 3 lakh and 16.7% of
the respondents income level more than Rs 3 lakh.

24
Chart No.4.4

60.00%
40.00%
20.00%
0.00% respondents
less 1 lakh to more
than 1 3 lakh than 3
lakh lakh

Inference: majority (46.7%) of the respondents annual income less than rs 1 lakh.

Table No.4.5
Q. how long have account in bank?

OPTIOANPE NO OF RESPONDENTS PERCENTAGE

Below 1 year 20 25%

1-3 year 12 20.7%

3-5 year 10 8.6%

Above 5 year 48 46.5%

Total 90 100%

Interpretation
Form the above table, it is interpreted that 25% of the respondents are below 1 year
have account in bank, 20.7% of the respondents are 1-3 year have account in bank,
8.6% of the respondents are 3-5 years have account in bank and 46.5% of the
respondents are above 5 years have account in bank.

25
Chart No.4.5

Below 1 year
1-3 years
3-5 years

Inference
Majority (46.5) of the respondents are above 5years have account in bank.

Table No.4.6
Q. What type of account you have in bank

OPTION NO OF RESPONDENTS PERCENTAGE

Savings 78 88.6%

Cash credit 3 8.6%

Current 9 2.8%

Term deposits 0 0%

Others 0 0%

Total 90 100%

Interpretation
From the above table, it is interpreted that 88.6% of the respondents are using savings
account, 8.6% of the respondents are using cash credit account, and 2.8% of the
respondents are using the current account in bank.

26
Chart No.4.6

savings
cash credit
current

Inference: majority (88.6%) of the respondents use savings accounts in bank.

Table No.4.7
Q. According to you which is more convenient way for banking

OPTION NO OF RESPONDENTS PERCENTAGE

Branch banking 12 25%

Internet banking 8 11.1%

Mobile banking 46 36.%

ATM 24 27.9

Total 90 100%

Chart No.4.7

27
 branch
banking
Internet
banking
Interpretation
Majority (36%) of the respondents are using moblie banking service.

Table No.4.8
Q. Are you aware of internet banking service?

OPTION NO OF RESPONDENTS PERCENTAGE

Yes 75 70.%

No 15 30.%

Total 90 100%

Chart No.4.8

100%
50%
respondents
0%
yes no \

Inference

Majority (70%) of the respondents says yes, for they are aware of internet banking.

Table No.4.9
Q. Reason f or not using internet banking facility?

28
OPTION NO OF RESPONDENTS PERCENTAGE

Confusing 15 20%

Lack of information 15 20%

Fear of security 15 20%

Others 45 40%

Total 90 100%

Chart No.4.9

50%

0% RESPONDENTS

Interpretation
Majority (40%) of the respondents are says others reason for not using internet
banking facility.

Table No.4.10
Q. Mention your satisfaction towards the internet banking services

OPTION NO OF RESPONDENTS PERCENTAGE

Cheap and best 15 13.6%

29
Save time Consumption 34 37.8%

Fast transaction 22 27%

No need to visit bank often 19 21.6%

Total 90 100%

Chart No.4.10

Cheap and Best

save time

fast transaction

no need to visit
bank

Interpretation
Majority (37.8%) of the respondents of my questionnarie says save time and consumption
reason for satisfied the internet banking service.

Table No.4.11
Q. What is your overall opinion about internet banking?

30
OPTION NO OF RESPONDENT PERCENTAGE

Excellent 12 13.9%

Good 55 61.1%

Average 16 22.2%

Poor 7 2.8%

Total 90 100%

Chart No.4.11

RESPONDENTS

Excellent
Good
Average
Poor

Interpretation
Majority (61.1%) of the respondents overall opinion about internet banking is good.

Table No.4.12

31
Q. Based on your satisfaction level will you recommend this service to your friends/relatives?

OPTION NO OF RESPONDENTS PERCENTAGE

Yes 78 91.9%

No 12 8.1%

Total 90 100%

Chart No.4.12

100.00%
80.00%
60.00%
40.00%
20.00%
0.00%
Yes No

Interpretation

HYPOTHSIS TESTING

Table No.4.13

Correlations

Satisfaction procedure

32
 Person correlation 1 .274”
Satisfaction .006
Sig (2-tailed)

N 100 100

Person correlation 1
.274”
Procedure Sig (2-tailed)
.006
N

100 100

**. Correlation is significant at the 0.01 level (2-tailed).

Interpretation
It is interpreted that the association between the satisfaction level and the service procedure are
positively correlated and the significant value is .006 which is less than 0.05.It means there is a
relation between satisfaction level and the service procedure.

33
 CHAPTER 5

FINDINGS, SUGGESTIONS, CONCLUSION

34
5.1FINDINGS

 Majority (56.4%) of the respondents of my questionnaire belong to the age

group 20-30.

 Majority (54.1%) of the respondents of my questionnaire are female.

 Majority (48.5%) oh the respondents are students.

 Majority (46.7%) of the respondents of my questionnaire annual income

level less than Rs 1 lakh.

 Majority (46.5%) of the respondents are above 5 years have account in

bank.

 Majority (88.6%) of the respondents are use savings account in bank.

 Majority (36%) of the respondents are using mobile banking service.

 Majority ( 70%) of the respondents says yes for they are aware of internet
banking.

 Majority (40%) of the respondents are says other reasons for not using
internet banking facility. Majority (61.1%) over all opinion about internet
banking is good.

 Majority (37.8%) of the respondents are says save time for satisfied the
internet banking service.

 Majority (91.1%) of the respondents are satisfied with the E-banking

service, and they are recommend by this service to others.

5.2 SUGGESTIONS

There is lack of awareness about E-Banking usage among

rural people. Banks should take necessary steps to create awareness

35
 among them about the various services of E-Banking that are available and
also the advantages of using such services. Demonstration of E-Banking
should be provided to the customers to promote Electronic banking.

The banks should focus on the security issues regarding the confidential
credentials which are under the risk of hacking in the cyber world. The cost
involved in using the Internet Banking services can be minimized in order to
increase the number of users of Internet banking.

5.3 LIMITATION OF THE STUDY

Every research is carry out under some limit and this research
is not an exemption. Limitation of the study are summarized
as follows,
• The sample size of only 100 respondents was taken
from the large population.
• The inferences apply only to the respondents of
Coimbatore City. Many people are away from net banking on the
assumption that it is more expensive than the traditional
method of dealing with bank transaction.

5.4 CONCIUSION

Electronic Banking technology is useful to customers as well as banks and other

organizations. To increase efficiency, service quality of banks, safety, integrity, E-
Banking can be used in a rightful way. Based on the results, there is no significant
difference between personal factors like age, profession, annual income and category of
the bank chosen and the satisfaction level of the customers. Also there is no
significant difference between personal factors like age, profession, annual income and
category of the bank chosen and the problems of E-Banking services. The result of the

36
study shows that customers’ are using only few facilities of various E-Banking services
available.

ANNEXURE

1. Name
2. Age
(a) Bellow 20
(b) 20-30
(c) 30-40
(d) 40-50
(e) Above 50
3. Gender
(a) Male
(b) Female
4. Occupation
(a) Business
(b) Govt job
(c) Retired
(d) Private sector
(e) Others
5. How long you have account in bank
(a) Bellow 1 year
(b) 1-3 year
(c) 3-5 year
(d) Above 5 years
6. What type of account you have in bank
(a) Savings
(b) Cash credit
(c) Current
(d) Team deposits

37
7. According to you which is more convenient way for banking
(a) Branch banking
(b) Internet banking
(c) Mobile banking
(d) ATM
8. Are you used this facility
(a) Yes
(b) No
9. If yes which transaction you have made
(a) Balance enquiry
(b) Mini statement
(c) Tax payment
(d) Fund transfer
10. Reason for not using internet banking facility
(a) Confusing
(b) Lack of information
(c) Fear of security
(d) Others
11. How long you are using this internet banking facility
(a) Not used
(b) 1-2 year
(c) Less than 1 year
(d) Above 2 years
12. Mention your reason for satisfaction towards the internet banking services
(a) Cheap and best
(b) Save time consumption
(c) Fast transaction
(d) No need to visit bank often

13. What do you think of the facilities offered by bank for internet banking
(a) Excellent

38
 (b) Very good
(c) Good
(d) Average
(e) Poor
14. How many times you have used this facility till now ?
(a) Very frequently
(b) Frequently
(c) Rarely
(d) Occasionally
15. what is your overall opinion about internet banking
(a) good
(b) average
(c) poor
16. based on your satisfaction level will you recommend this service to your
friends/relatives
(a) yes
(b) no

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THANK YOU!!!

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