A STUDY ON THE CUSTOMER SATISFACTION FOR E …journalstd.com/gallery/4-july2020.pdf4) LITERATURE...

A STUDY ON THE CUSTOMER

SATISFACTION FOR E-BANKING

TRANSACTION DURING COVID-19 Rakesh Kumar Verma

Research Scholar

M M H College, Ghaziabad, UP, India

[email protected]

Dr. M K Jain Professor & Officiating Principal

M M H College, Ghaziabad, UP, India

ABSTRACT

The pandemic of coronavirus not only threatens the life of each & every person, but also changes the outlook of people in

regard to social behavior and dealings of money transactions. The time of COVID-19 switched the activities and dealings

which we were doing since ages as the part of our lifestyle to indifferent activities of social distancing, assuming everyone

as Corona patient and behaving differently even in money transaction dealing.

Because of technology, smart phones and internet availability; some of the educated and technically advanced people have

started to use e-transactions. Nowadays due to the fear of the Coronavirus, exchange of cash currency i.e. rupees and coins,

between the customer and seller may be risky. So people are supposed to prefer cashless transaction activities. For this they

want to prefer plastic cards which can be sanitized after the use; or want to prefer online e-transactions through internet

i.e. PayTm, BhimUpi, PhonePe and Online payment through credit card & debit card. As these online e-transaction can be

done from a distance, contact is not needed, so risk of Corona may be minimized.

In this study I will identify whether people are using E-Transaction and are really satisfied on the basis of dimensions of

‘Easy Use’, ‘Reliable’, ‘Secured’, ‘Speedy’, ‘Safe’ and ‘Trust’. I will consider Socio-Economic factors as ‘Age Group’,

‘Educational Qualification’, ‘Occupation’ and ‘Income Group’.

Key Words: E-Banking, PayTm, BhimUpi, PhonePe, Plastic Cards, Cashless Transactions, Sanitization, Covid-

19, Corona

1) INTRODUCTION

Because of change in lifestyle, widespread science & technology and out-bursting of contagious disease Corona

(Covid-19), people are changing their mode of shopping and mode of transaction. They want to adopt safety,

security & trust along with reliability, speed & convenience. Every hand is comfortable with smart phones and

every smart phone is equipped with technology, a variety of apps and power of the internet. The Government is

also giving access to e-banking services like debit cards, credit cards, PayTm, PhonePe, Bhimupi etc. Amazon,

Flipcart & many other shopping apps facilitate us in doing cashless transactions while sitting at home / office by

24X7. Nowadays, in this period of COVID-19, the advisable social distancing which might be the prevention of

Corona, leads to payment and money transactions without the involvement of cash currency. Thus cashless

transactions i.e. e-banking services are increasing.

2) OBJECTIVES

a) To identify that people want to use e-banking transactions.

b) To understand that with e-banking transactions customers are satisfied or not satisfied.

c) To study the effect of different socio-economic factors on the e-banking transactions.

d) To analyze the satisfaction level of e-banking transactions in different socio-economic groups.

e) To conclude that people are satisfied with different dimensions of e-banking services.

3) SCOPE OF THE STUDY

a) Awareness of e-banking in the population

b) People want to use more and more e-banking transactions

Science, Technology and Development

Volume IX Issue VII JULY 2020

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c) E-banking transaction are easy and safe

d) E-banking transaction may facilitate to the prevention from contagious diseases

4) LITERATURE REVIEW

(1) Devi Punitha (2019), she selected variables like age, gender, education qualification, occupation, income and

banking experience. She said that to achieve customer satisfaction and to overcome the competition, customer

requirements has to be fulfilled. (W.1)

(2) Manwani Satish, Singh Neeraj and Sood Vishal (2019), they considered the factors of customer satisfaction,

responsiveness, creditability, reliability, access, communication and trustworthiness. They conclude that

banks can grow if they provide accessibility and trustworthiness towards the development of customer

relationships. (W.2)

(3) Eswaran R. (2019), he considers various factors like employee’s behavior, banking services, banking

performance, infrastructure facilities and value added services for customer’s satisfaction. He concluded a

significant relationship between factors and satisfaction. (W.3)

(4) Ayswarya R, et.al. (2019), they said that the majority of respondents are satisfied. They considered the factors

convenience, responsiveness, security, accessibility, assurance, knowing the customer for their study. They

said that mobile banking services are convenient, time saving and quick. (W.4)

(5) Gomathinayagam S., et.al. (2019), they stated that mobile banking services customers are highly satisfied as

services are easy in using mobile applications. They stated that more of the male, youth and UG/PG qualified

people are using mobile services with satisfaction. (W.5)

(6) Pathak Ankita and Mishra Sunil (2019), they stated that young consumers are comfortable using mobile

banking services, but the aged ones especially above 65 are not using them frequently. They concerned the

factors ease of use, usefulness, awareness and interest to use of mobile banking. They said that consumers

are interested in using mobile banking services. (W.6)

(7) Prasanth A. et.al. (2019), they said that card banking is the most important form of e-banking. Important

cards are debit cards, credit cards, petro cards, travel cards etc. They evaluated that cards were used for paying

utility bills, luxury and durable goods shopping, household consumables etc. with satisfaction. (W.7)

(8) Bai H. Manjula (2019), she stated that consumers are more interested in mobile banking services and they

are demanding more for their better satisfaction. She considered many factors like gender, age, educational

qualification, occupation, monthly income for calculating consumer’s satisfaction. (W.8)

(9) Duraipandi A. (2019), he states that the competition among banks have proved a boon to the customers with

a wide range of options to the customers. He considered the variables gender, age, education, occupation and

income level between the banks ICICI and SBI. (W.9)

(10) Krishnasamy S., et.at. (2018), they said that mobile banking has benefits and problems also. They stated

that even with the problems, consumers are satisfied with mobile banking services. (W.10)

5) RESEARCH METHODOLOGY

The study is based on primary data. During Covid-19, primary data is collected with the help of Google Form. A

questionnaire is prepared on Google Form and sent to a number of people through Facebook, WhatsApp, and E-

mail. The responses were recorded in the excel sheet from responded Google forms and then analyzed.

Research Design: Descriptive research design is applied to the study to describe the characteristics of satisfaction

of a group of individuals regarding age, education, occupation and income. The study concerned that certain

dimensions are related to socio-economic groups for different variables.

Data Sources: Sources of data is primary which is collected by framing a structured questionnaire of 11 questions.

First four questions are of socio-economic factors; fifth questions is for using e-banking services or not; and last

six questions comprising the dimensions of satisfaction level as ‘easy use’, ‘reliable’, ‘secured’, ‘speedy’, ’safe’



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and ‘trust’. Secondary data is studied for framing the problem of the study and is recorded as the literature review.

The secondary data is collected from websites, newspapers etc.

For sampling, random sampling is used. The questionnaire is prepared with Google form and circulated online to

several people. The responses from sample-questionnaire are recorded in the excel sheet for further computation.

Sample Design: Categorical sample for socio-economic groups is collected to judge satisfaction level for

different dimensions from the undefined population.

Sample Size: Sample size was not predefined because the questionnaire was circulated to a huge number of

people through the internet. Ultimately 121 responses were received. Many people responded phonically that the

moment they read the word “E-Banking”, either they deleted it or not responded, with a fear of banking

information may be leaked.

Sample Area: Sample area was mainly Ghaziabad but as the data circulated online so responses came from many

parts of Uttar Pradesh as well from many States of India. Even one response came from the U.K. (Peterborough

Cambridgeshire); for this I am thankful to her.

Tools of Analysis: Structured questionnaire with closed ended answers are analyzed through various tools:

1. M S Excel

2. Percentage tool

3. Pivot Table

4. Probability (p) value for Chi Square

5. Chi Square Inv RT value

6. Pie Chart

7. Bar Graph

8. Schedule

Hypothesis: the null hypothesis is:

Ho = with different Socio-Economic groups, customers are satisfied with e-banking transactions for different

dimensions

If null hypothesis is rejected then alternate hypothesis (HA) will be applied that customer are not satisfied with e-

banking transaction for different dimensions

6) DATA ANALYSIS & INTERPRETATION

After tabulation and computation of primary data, the presentation and analysis is here under:

Figure – 1 Users of E-Banking Services

97% respondents say ‘Yes’, that they are using E-Banking Services.

117, 97%

4, 3%

Users of E-Banking Services

Use of E-Banking Services

Yrs

No



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Figure – 2 Respondents in the Study - Age Group wise

There are 31% respondents in the age group less than 30, 39% in 31-40 and 22% in 41-50. So youths are 92%

who have responded for the questionnaire.

Figure – 3 Respondents in the Study - Educational wise

There are 21% respondents who are graduate, 37% are postgraduate and 25% are doctorate. So, as per modern

age, highly literates are 83% who have responded for the questionnaire.

Figure – 4 Respondents in the Study - Occupation wise

There are 44% respondents in the private jobs, 19% are professionals and 17% are self-employed. The government

job people are only 3%.

38, 31%

47, 39%

26, 22%

9, 7%1, 1%

Respondents in the Study - Age Group wise

lessthan30

31-40

41-50

51-60

morethan60

13, 11%

26, 21%

45, 37%

30, 25%

7, 6%

Respondents in the Study - Educational wise

12th

Graduate

Postgraduate

Doctorate

Professional

20, 17%

53, 44%4, 3%

23, 19%

21, 17%

Respondents in the Study - Occupation wise

Student

PvtJob

GovtJob

Professional

Selfemployed



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Figure – 5 Respondents in the Study - Income wise

There are 28% respondents in the 1-2.5L income group, 17% in 2.51-4.0L group, 26% in 4.01-6.0L and 25% in

6.0-10.0L group. So 96% people are under 10Lakh income group.

Figure – 6 Satisfaction Levels for Easy Use

For dimensions Easy Use, 42% responded for highly satisfied and 40% for satisfied and 8% are less satisfied;

therefore satisfied people are 90%.

Figure – 7 Satisfaction Levels for Reliability

For dimensions Reliability, 28% responded for highly satisfied and 53% for satisfied and 7% are less satisfied;


34, 28%

21, 17%31, 26%

30, 25%

5, 4%

Respondents in the Study - Income wise

1.0-2.50L

2.51-4.0L

4.01-6.0L

6.01-10.0L

morethan10L

51, 42%

48, 40%

9, 8%

5, 4%4, 3%4, 3%

Satisfaction Levels for EasyUse

1 Highly Satisfied

2 Satisfied

3 Less Satisfied

4 Not Satisfied

5 Highly Unsatisfied

6 Do Not Know

34, 28%

64, 53%

8, 7%

6, 5%3, 2%6, 5%

Satisfaction Levels for Reliability

1 Highly Satisfied

2 Satisfied

3 Less Satisfied

4 Not Satisfied


6 Do Not Know



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Figure – 8 Satisfaction Levels for Security

For dimensions Security, 27% responded for highly satisfied and 46% for satisfied and 13% are less satisfied;


Figure – 9 Satisfaction Levels for Speedy

For dimensions Speedy, 42% responded for highly satisfied and 41% for satisfied and 7% are less satisfied;


Figure – 10 Satisfaction Levels for Safety

For dimensions Safety, 52% responded for highly satisfied and 30% for satisfied and 7% are less satisfied;


33, 27%

56, 46%

15, 13%

10, 8%2, 2%5, 4%

Satisfaction Levels for Security

1 Highly Satisfied

2 Satisfied

3 Less Satisfied

4 Not Satisfied


6 Do Not Know

51, 42%

49, 41%

8, 7%3, 2%4, 3%6, 5%

Satisfaction Levels for Speedy

1 Highly Satisfied

2 Satisfied

3 Less Satisfied

4 Not Satisfied


6 Do Not Know

63, 52%

36, 30%

8, 7%

5, 4%4, 3%5, 4%

Satisfaction Levels for Safety

1 Highly Satisfied

2 Satisfied

3 Less Satisfied

4 Not Satisfied


6 Do Not Know



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Figure – 11 Satisfaction Levels for Trust

For dimensions Trust, 29% responded for highly satisfied and 47% for satisfied and 13% are less satisfied;


Figure – 12 Distribution of Places under the Study

Respondent response is received from 27 places; 26 from India and 1 from UK. 68 responses are received from

Ghaziabad and rest responses are received from Bengaluru, Dehradun, Delhi, Hardwar, Mumbai, Varanasi other

places.

PIVOT TABLE AND CHI SQUARE TEST: calculated through M S Excel:

35, 29%

57, 47%

15, 13%

4, 3%6, 5%4, 3%

Satisfaction Levels for Trust

1 Highly Satisfied

2 Satisfied

3 Less Satisfied

4 Not Satisfied


6 Do Not Know

1 1 1 4 1 1 3 1 1 3

68

1 1 1 4 6 2 3 1 4 6 1 1 1 2 1 1

AL

IGA

RH

BA

LL

IA

BE

NG

AL

UR

U

BH

US

AW

AL

BIJ

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R

BU

DA

UN

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LA

ND

SH

AH

AR

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DR

I

DE

HR

AD

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G N

OID

A

GH

AZ

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AD

GO

RA

KH

PU

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HA

RD

WA

R

KA

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ER

A …

ME

ER

UT

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…

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WD

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Distribution of Places under the Study



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1. Age Wise Satisfaction Level for Easy Use:

Figure – 13 Age Wise Satisfaction Level for Easy Use

The p-value of Chi Square test is 0.242686 which is more than α value (0.05), so Ho cannot be rejected. The Chi

Square calculated value is 23.99328 at df=20 which is less than critical value 31.4104, so Ho cannot be rejected.

Therefore Ho is accepted.

2. Age Wise Satisfaction Level for Reliability:

Figure – 14 Age Wise Satisfaction Level for Reliability




Pivot Table % value Age Wise Satisfaction Level for Easy Use

Count of EasyUseColumn Labels

Row Labels DoNotKnow Highly Satisfied Highly Unsatisfiedless satisfiedNot satisfied satisfiedGrand Total

31-40 0.00% 12.40% 1.65% 1.65% 2.48% 20.66% 38.84%

41-50 1.65% 10.74% 1.65% 1.65% 0.00% 5.79% 21.49%

51-60 0.83% 4.13% 0.00% 0.00% 0.00% 2.48% 7.44%

lessthan30 0.83% 14.88% 0.00% 3.31% 1.65% 10.74% 31.40%

morethan60 0.00% 0.00% 0.00% 0.83% 0.00% 0.00% 0.83%

Grand Total 3.31% 42.15% 3.31% 7.44% 4.13% 39.67% 100.00%

0

10

20

30

DoNotKnow Highly Satisfied Highly

Unsatisfied

less satisfied Not satisfied satisfied

Age Wise Satisfaction Level for Easy Use

31-40

41-50

51-60

lessthan30

morethan60

Pivot Table % value Age Wise Satisfaction Level for Reliability

Count of ReliableColumn Labels


31-40 0.00% 5.79% 1.65% 3.31% 3.31% 24.79% 38.84%

41-50 2.48% 7.44% 0.00% 0.00% 0.83% 10.74% 21.49%

51-60 0.83% 4.13% 0.00% 0.00% 0.00% 2.48% 7.44%

lessthan30 1.65% 10.74% 0.83% 2.48% 0.83% 14.88% 31.40%

morethan60 0.00% 0.00% 0.00% 0.83% 0.00% 0.00% 0.83%

Grand Total 4.96% 28.10% 2.48% 6.61% 4.96% 52.89% 100.00%

0

10

20

30

40


Unsatisfied


Age Wise Satisfaction Level for Reliability

31-40

41-50

51-60

lessthan30

morethan60



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3. Age Wise Satisfaction Level for Security

Figure – 15 Age Wise Satisfaction Level for Security




4. Age Wise Satisfaction Level for Speedy:

Figure – 16 Age Wise Satisfaction Level for Speedy




Pivot Table % value Age Wise Satisfaction Level for Security

Count of SecuredColumn Labels


31-40 0.00% 7.44% 0.83% 5.79% 4.96% 19.83% 38.84%

41-50 1.65% 6.61% 0.83% 2.48% 0.83% 9.09% 21.49%

51-60 0.83% 4.13% 0.00% 0.00% 0.00% 2.48% 7.44%

lessthan30 1.65% 9.09% 0.00% 3.31% 2.48% 14.88% 31.40%

morethan60 0.00% 0.00% 0.00% 0.83% 0.00% 0.00% 0.83%

Grand Total 4.13% 27.27% 1.65% 12.40% 8.26% 46.28% 100.00%

0

10

20

30


Unsatisfied


Age Wise Satisfaction Level for Security

31-40

41-50

51-60

lessthan30

morethan60

Pivot Table % value Age Wise Satisfaction Level for Speedy

Count of SpeedyColumn Labels


31-40 0.83% 17.36% 2.48% 4.13% 0.00% 14.05% 38.84%

41-50 1.65% 9.09% 0.00% 0.83% 0.83% 9.09% 21.49%

51-60 0.83% 4.13% 0.00% 0.83% 0.00% 1.65% 7.44%

lessthan30 1.65% 11.57% 0.83% 0.83% 1.65% 14.88% 31.40%

morethan60 0.00% 0.00% 0.00% 0.00% 0.00% 0.83% 0.83%

Grand Total 4.96% 42.15% 3.31% 6.61% 2.48% 40.50% 100.00%

0

10

20

30

31-40 41-50 51-60 lessthan30 morethan60

Age Wise Satisfaction Level for Speedy

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied



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5. Age Wise Satisfaction Level for Safety:

Figure – 17 Age Wise Satisfaction Level for Safety




6. Age Wise Satisfaction Level for Trust:

Figure – 18 Age Wise Satisfaction Level for Trust

The p-value of Chi Square test is 0.55714 which is more than α value (0.05), so Ho cannot be rejected. The Chi Square

calculated value is 18.46 at df=20 which is less than critical value 31.4104, so Ho cannot be rejected. Therefore Ho is

accepted.

Pivot Table % value Age Wise Satisfaction Level for Safety

Count of Safe Column Labels


31-40 0.00% 20.66% 2.48% 2.48% 1.65% 11.57% 38.84%

41-50 2.48% 14.05% 0.00% 1.65% 0.00% 3.31% 21.49%

51-60 0.83% 4.96% 0.00% 0.00% 0.00% 1.65% 7.44%

lessthan30 0.83% 12.40% 0.83% 2.48% 2.48% 12.40% 31.40%

morethan60 0.00% 0.00% 0.00% 0.00% 0.00% 0.83% 0.83%

Grand Total 4.13% 52.07% 3.31% 6.61% 4.13% 29.75% 100.00%

0

10

20

30


Unsatisfied


Age Wise Satisfaction Level for Safety

31-40

41-50

51-60

lessthan30

morethan60

Pivot Table % value Age Wise Satisfaction Level for Trust

Count of Trust Column Labels


31-40 0.00% 9.09% 3.31% 4.96% 1.65% 19.83% 38.84%

41-50 1.65% 8.26% 0.00% 4.13% 0.83% 6.61% 21.49%

51-60 0.83% 3.31% 0.00% 0.83% 0.00% 2.48% 7.44%

lessthan30 0.83% 8.26% 1.65% 1.65% 0.83% 18.18% 31.40%

morethan60 0.00% 0.00% 0.00% 0.83% 0.00% 0.00% 0.83%

Grand Total 3.31% 28.93% 4.96% 12.40% 3.31% 47.11% 100.00%

0

10

20

30

DoNotKnow Highly

Satisfied

Highly

Unsatisfied


Age Wise Satisfaction Level for Trust

31-40

41-50

51-60

lessthan30

morethan60



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7. Education Qualification Wise Satisfaction Level for Easy Use:

Figure – 19 Education Wise Satisfaction Level for Easy Use


calculated value is 22.4996 at df=20 which is less than critical value 31.4104, so Ho cannot be rejected. Therefore Ho

is accepted.

8. Education Qualification Wise Satisfaction Level for Reliability:

Figure – 20 Education Wise Satisfaction Level for Reliability



is accepted.

Pivot Table % value Education Qualification Wise Satisfaction Level for Easy Use



12TH 1.65% 4.13% 0.00% 0.83% 0.00% 4.13% 10.74%

Doctorate 0.00% 14.88% 0.00% 2.48% 0.00% 7.44% 24.79%

Graduate 0.83% 5.79% 0.00% 3.31% 0.83% 10.74% 21.49%

Postgraduate 0.83% 14.05% 3.31% 0.83% 3.31% 14.88% 37.19%

Professional 0.00% 3.31% 0.00% 0.00% 0.00% 2.48% 5.79%

Grand Total 3.31% 42.15% 3.31% 7.44% 4.13% 39.67% 100.00%

0

5

10

15

20

12TH Doctorate Graduate Postgraduate Professional

Education Wise Satisfaction Level for Easy Use

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied

Pivot Table % value Education Qualification Wise Satisfaction Level for Reliabilitty



12TH 1.65% 2.48% 0.00% 1.65% 0.00% 4.96% 10.74%

Doctorate 0.83% 9.09% 0.00% 0.83% 1.65% 12.40% 24.79%

Graduate 1.65% 4.13% 0.83% 0.83% 0.00% 14.05% 21.49%

Postgraduate 0.83% 10.74% 1.65% 2.48% 3.31% 18.18% 37.19%

Professional 0.00% 1.65% 0.00% 0.83% 0.00% 3.31% 5.79%

Grand Total 4.96% 28.10% 2.48% 6.61% 4.96% 52.89% 100.00%

0

5

10

15

20

25


Education Wise Satisfaction Level for Reliability

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied



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9. Education Qualification Wise Satisfaction Level for Security:

Figure – 21 Education Wise Satisfaction Level for Security



is accepted.

10. Education Qualification Wise Satisfaction Level for Speedy:

Figure – 22 Education Wise Satisfaction Level for Speedy



is accepted.

Pivot Table % value Education Qualification Wise Satisfaction Level for Security



12TH 2.48% 1.65% 0.00% 0.83% 0.00% 5.79% 10.74%

Doctorate 0.00% 8.26% 0.83% 2.48% 1.65% 11.57% 24.79%

Graduate 0.83% 4.96% 0.00% 2.48% 1.65% 11.57% 21.49%

Postgraduate 0.83% 10.74% 0.83% 6.61% 3.31% 14.88% 37.19%

Professional 0.00% 1.65% 0.00% 0.00% 1.65% 2.48% 5.79%

Grand Total 4.13% 27.27% 1.65% 12.40% 8.26% 46.28% 100.00%

0

5

10

15

20


Education Wise Satisfaction Level for Security

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied

Pivot Table % value Education Qualification Wise Satisfaction Level for Speedy



12TH 1.65% 3.31% 0.00% 0.00% 0.00% 5.79% 10.74%

Doctorate 0.00% 14.05% 0.00% 1.65% 0.00% 9.09% 24.79%

Graduate 1.65% 7.44% 0.83% 2.48% 0.83% 8.26% 21.49%

Postgraduate 1.65% 14.88% 2.48% 1.65% 1.65% 14.88% 37.19%

Professional 0.00% 2.48% 0.00% 0.83% 0.00% 2.48% 5.79%

Grand Total 4.96% 42.15% 3.31% 6.61% 2.48% 40.50% 100.00%

0

5

10

15

20


Education Wise Satisfaction Level for Speedy

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied



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11. Education Qualification Wise Satisfaction Level for Safety:

Figure – 23 Education Wise Satisfaction Level for Safety



is accepted.

12. Education Qualification Wise Satisfaction Level for Trust:

Figure – 24 Education Wise Satisfaction Level for Trust



is accepted.

Pivot Table % value Education Qualification Wise Satisfaction Level for Safety



12TH 1.65% 5.79% 0.00% 0.83% 0.00% 2.48% 10.74%

Doctorate 0.00% 18.18% 0.00% 1.65% 0.00% 4.96% 24.79%

Graduate 0.83% 5.79% 0.83% 1.65% 1.65% 10.74% 21.49%

Postgraduate 1.65% 19.01% 2.48% 2.48% 0.83% 10.74% 37.19%

Professional 0.00% 3.31% 0.00% 0.00% 1.65% 0.83% 5.79%

Grand Total 4.13% 52.07% 3.31% 6.61% 4.13% 29.75% 100.00%

0

5

10

15

20

25


Education Wise Satisfaction Level for Safety

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied

satisfied

Pivot Table % value Education Qualification Wise Satisfaction Level for Trust



12TH 1.65% 2.48% 0.00% 0.00% 0.00% 6.61% 10.74%

Doctorate 0.00% 9.92% 0.00% 4.96% 0.00% 9.92% 24.79%

Graduate 0.83% 6.61% 0.83% 3.31% 0.83% 9.09% 21.49%

Postgraduate 0.83% 8.26% 4.13% 3.31% 2.48% 18.18% 37.19%

Professional 0.00% 1.65% 0.00% 0.83% 0.00% 3.31% 5.79%

Grand Total 3.31% 28.93% 4.96% 12.40% 3.31% 47.11% 100.00%

0

5

10

15

20

25


Education Wise Satisfaction Level for Trust

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied



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13. Occupation Wise Satisfaction Level for Easy Use:

Figure – 25 Occupation Wise Satisfaction Level for Easy Use



is accepted.

14. Occupation Wise Satisfaction Level for Reliability:

Figure – 26 Occupation Wise Satisfaction Level for Reliable


calculated value is 12.5851 which at df=20 is less than critical value 31.4104, so Ho cannot be rejected. Therefore Ho

is accepted.

Pivot Table % value Occupation Wise Satisfaction Level for Easy Use



GovtJob 0.83% 1.65% 0.00% 0.00% 0.00% 0.83% 3.31%

Professional 0.00% 8.26% 0.83% 1.65% 1.65% 6.61% 19.01%

PvtJob 0.83% 20.66% 1.65% 1.65% 1.65% 17.36% 43.80%

Selfemployed 0.83% 4.13% 0.83% 1.65% 0.83% 9.09% 17.36%

Student 0.83% 7.44% 0.00% 2.48% 0.00% 5.79% 16.53%

Grand Total 3.31% 42.15% 3.31% 7.44% 4.13% 39.67% 100.00%

0

10

20

30

GovtJob Professional PvtJob Selfemployed Student

Occupation Wise Satisfaction Level for Easy Use

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied

satisfied

Pivot Table % value Occupation Wise Satisfaction Level for Reliability



GovtJob 0.83% 0.83% 0.00% 0.00% 0.00% 1.65% 3.31%

Professional 1.65% 5.79% 0.83% 0.00% 1.65% 9.09% 19.01%

PvtJob 0.83% 13.22% 0.83% 2.48% 3.31% 23.14% 43.80%

Selfemployed 0.83% 2.48% 0.83% 1.65% 0.00% 11.57% 17.36%

Student 0.83% 5.79% 0.00% 2.48% 0.00% 7.44% 16.53%

Grand Total 4.96% 28.10% 2.48% 6.61% 4.96% 52.89% 100.00%

0

10

20

30


Occupation Wise Satisfaction Level for Reliable

DoNotKnow

Highly Satisfied

Highly

Unsatisfiedless satisfied

Not satisfied



ISSN : 0950-0707

Page No : 34

15. Occupation Wise Satisfaction Level for Security:

Figure – 27 Occupation Wise Satisfaction Level for Secured



is accepted.

16. Occupation Wise Satisfaction Level for Speedy:

Figure – 28 Occupation Wise Satisfaction Level for Speedy



is accepted.

Pivot Table % value Occupation Wise Satisfaction Level for Security



GovtJob 0.83% 0.83% 0.00% 0.00% 0.00% 1.65% 3.31%

Professional 0.00% 4.96% 0.83% 2.48% 3.31% 7.44% 19.01%

PvtJob 0.83% 14.05% 0.83% 5.79% 2.48% 19.83% 43.80%

Selfemployed 1.65% 3.31% 0.00% 1.65% 1.65% 9.09% 17.36%

Student 0.83% 4.13% 0.00% 2.48% 0.83% 8.26% 16.53%

Grand Total 4.13% 27.27% 1.65% 12.40% 8.26% 46.28% 100.00%

0

10

20

30


Occupation Wise Satisfaction Level for Secured

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied

satisfied

Pivot Table % value Occupation Wise Satisfaction Level for Speedy



GovtJob 0.83% 1.65% 0.00% 0.00% 0.00% 0.83% 3.31%

Professional 0.83% 7.44% 0.83% 0.83% 1.65% 7.44% 19.01%

PvtJob 0.83% 21.49% 1.65% 4.96% 0.83% 14.05% 43.80%

Selfemployed 0.83% 5.79% 0.83% 0.83% 0.00% 9.09% 17.36%

Student 1.65% 5.79% 0.00% 0.00% 0.00% 9.09% 16.53%

Grand Total 4.96% 42.15% 3.31% 6.61% 2.48% 40.50% 100.00%

0

10

20

30


Occupation Wise Satisfaction Level for SpeedyDoNotKnow

Highly Satisfied

Highly


Not satisfied



ISSN : 0950-0707

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17. Occupation Wise Satisfaction Level for Safety:

Figure – 29 Occupation Wise Satisfaction Level for Safety



is accepted.

18. Occupation Wise Satisfaction Level for Trust:

Figure – 30 Occupation Wise Satisfaction Level for Trust



is accepted.

Pivot Table % value Occupation Wise Satisfaction Level for Safety



GovtJob 0.83% 1.65% 0.00% 0.00% 0.00% 0.83% 3.31%

Professional 0.83% 10.74% 0.83% 0.83% 1.65% 4.13% 19.01%

PvtJob 0.83% 25.62% 1.65% 3.31% 0.83% 11.57% 43.80%

Selfemployed 0.83% 7.44% 0.83% 0.83% 0.00% 7.44% 17.36%

Student 0.83% 6.61% 0.00% 1.65% 1.65% 5.79% 16.53%

Grand Total 4.13% 52.07% 3.31% 6.61% 4.13% 29.75% 100.00%

0

10

20

30

40


Occupation Wise Satisfaction Level for SafetyDoNotKnow

Highly Satisfied

Highly


Not satisfied

Pivot Table % value Occupation Wise Satisfaction Level for Trust



GovtJob 0.83% 0.83% 0.00% 0.00% 0.00% 1.65% 3.31%

Professional 0.00% 6.61% 1.65% 4.96% 0.83% 4.96% 19.01%

PvtJob 0.83% 14.05% 2.48% 3.31% 0.83% 22.31% 43.80%

Selfemployed 0.83% 4.13% 0.83% 2.48% 0.83% 8.26% 17.36%

Student 0.83% 3.31% 0.00% 1.65% 0.83% 9.92% 16.53%

Grand Total 3.31% 28.93% 4.96% 12.40% 3.31% 47.11% 100.00%

0

10

20

30


Occupation Wise Satisfaction Level for TrustDoNotKnow

Highly Satisfied

Highly


Not satisfied



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19. Income Wise Satisfaction Level for Easy Use:

Figure – 31 Income Wise Satisfaction Level for Easy Use



is accepted.

20. Income Wise Satisfaction Level for Reliability:

Figure – 32 Income Wise Satisfaction Level for Reliability



is accepted.

Pivot Table % value Income Wise Satisfaction Level for Easy Use



1.0-2.50L 0.83% 9.92% 1.65% 3.31% 0.83% 11.57% 28.10%

2.51-4.0L 1.65% 4.96% 0.00% 0.83% 1.65% 8.26% 17.36%

4.01-6.0L 0.83% 12.40% 1.65% 0.00% 0.83% 9.92% 25.62%

6.01-10.0L 0.00% 12.40% 0.00% 3.31% 0.83% 8.26% 24.79%

morethan10L 0.00% 2.48% 0.00% 0.00% 0.00% 1.65% 4.13%

Grand Total 3.31% 42.15% 3.31% 7.44% 4.13% 39.67% 100.00%

0

5

10

15

20

DoNotKnow Highly

Satisfied

Highly

Unsatisfied


Income Wise Satisfaction Level for Easy Use

1.0-2.50L

2.51-4.0L

4.01-6.0L

6.01-10.0L

morethan10L

Pivot Table % value Income Wise Satisfaction Level for Reliability



1.0-2.50L 1.65% 9.09% 1.65% 2.48% 0.00% 13.22% 28.10%

2.51-4.0L 1.65% 1.65% 0.00% 0.83% 1.65% 11.57% 17.36%

4.01-6.0L 1.65% 7.44% 0.00% 0.83% 2.48% 13.22% 25.62%

6.01-10.0L 0.00% 9.09% 0.83% 2.48% 0.83% 11.57% 24.79%

morethan10L 0.00% 0.83% 0.00% 0.00% 0.00% 3.31% 4.13%

Grand Total 4.96% 28.10% 2.48% 6.61% 4.96% 52.89% 100.00%

0

5

10

15

20

DoNotKnow Highly

Satisfied

Highly

Unsatisfied


Income Wise Satisfaction Level for Reliability

1.0-2.50L

2.51-4.0L

4.01-6.0L

6.01-10.0L

morethan10L



ISSN : 0950-0707

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21. Income Wise Satisfaction Level for Security:

Figure – 33 Income Wise Satisfaction Level for Security



is accepted.

22. Income Wise Satisfaction Level for Speedy:

Figure – 34 Income Wise Satisfaction Level for Speedy



is accepted.

Pivot Table % value Income Wise Satisfaction Level for Security



1.0-2.50L 0.83% 6.61% 0.83% 3.31% 3.31% 13.22% 28.10%

2.51-4.0L 1.65% 2.48% 0.00% 3.31% 0.83% 9.09% 17.36%

4.01-6.0L 0.83% 9.09% 0.00% 1.65% 1.65% 12.40% 25.62%

6.01-10.0L 0.00% 7.44% 0.83% 3.31% 2.48% 10.74% 24.79%

morethan10L 0.83% 1.65% 0.00% 0.83% 0.00% 0.83% 4.13%

Grand Total 4.13% 27.27% 1.65% 12.40% 8.26% 46.28% 100.00%

0

5

10

15

20

1.0-2.50L 2.51-4.0L 4.01-6.0L 6.01-10.0L morethan10L

Income Wise Satisfaction Level for Security

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied

satisfied

Pivot Table % value Income Wise Satisfaction Level for Speedy



1.0-2.50L 1.65% 8.26% 1.65% 0.83% 1.65% 14.05% 28.10%

2.51-4.0L 1.65% 5.79% 1.65% 2.48% 0.00% 5.79% 17.36%

4.01-6.0L 0.83% 14.05% 0.00% 2.48% 0.83% 7.44% 25.62%

6.01-10.0L 0.83% 12.40% 0.00% 0.83% 0.00% 10.74% 24.79%

morethan10L 0.00% 1.65% 0.00% 0.00% 0.00% 2.48% 4.13%

Grand Total 4.96% 42.15% 3.31% 6.61% 2.48% 40.50% 100.00%

0

5

10

15

20

1.0-2.50L 2.51-4.0L 4.01-6.0L 6.01-10.0L morethan10L

Income Wise Satisfaction Level for Speedy

DoNotKnow

Highly Satisfied

Highly Unsatisfied

less satisfied

Not satisfied

satisfied



ISSN : 0950-0707

Page No : 38

23. Income Wise Satisfaction Level for Safety:

Figure – 35 Income Wise Satisfaction Level for Safety



is accepted.

24. Income Wise Satisfaction Level for Trust:

Figure – 36 Income Wise Satisfaction Level for Trust



is accepted.

7) CONCLUSION

All calculated Chi Square values at df=20 and α=0.05, for different socio-economic factors (age-groups,

educational qualification, occupation and income levels) on different dimensions (easy use, reliability, security,

speedy, safety and trust) are lower than critical value of Chi Square. Thus Ho cannot be rejected, so people from

Pivot Table % value Income Wise Satisfaction Level for Safety



1.0-2.50L 1.65% 12.40% 1.65% 1.65% 2.48% 8.26% 28.10%

2.51-4.0L 1.65% 4.13% 0.00% 1.65% 1.65% 8.26% 17.36%

4.01-6.0L 0.83% 16.53% 0.83% 0.83% 0.00% 6.61% 25.62%

6.01-10.0L 0.00% 15.70% 0.83% 2.48% 0.00% 5.79% 24.79%

morethan10L 0.00% 3.31% 0.00% 0.00% 0.00% 0.83% 4.13%

Grand Total 4.13% 52.07% 3.31% 6.61% 4.13% 29.75% 100.00%

0

10

20

30

DoNotKnow Highly

Satisfied

Highly

Unsatisfied


Income Wise Satisfaction Level for Safety

1.0-2.50L

2.51-4.0L

4.01-6.0L

6.01-10.0L

morethan10L

Pivot Table % value Income Wise Satisfaction Level for Trust



1.0-2.50L 0.83% 4.13% 1.65% 3.31% 1.65% 16.53% 28.10%

2.51-4.0L 1.65% 4.96% 1.65% 0.83% 0.00% 8.26% 17.36%

4.01-6.0L 0.83% 9.09% 0.83% 3.31% 0.83% 10.74% 25.62%

6.01-10.0L 0.00% 9.92% 0.83% 4.96% 0.83% 8.26% 24.79%

morethan10L 0.00% 0.83% 0.00% 0.00% 0.00% 3.31% 4.13%

Grand Total 3.31% 28.93% 4.96% 12.40% 3.31% 47.11% 100.00%

0

10

20

30

DoNotKnow Highly

Satisfied

Highly

Unsatisfied


Income Wise Satisfaction Level for Trust

1.0-2.50L

2.51-4.0L

4.01-6.0L

6.01-10.0L

morethan10L



ISSN : 0950-0707

Page No : 39

different socio-economic backgrounds have satisfaction with e-banking transactions. P-value also supports the

Chi Square values as all the p-values are higher than significant level i.e. α=0.05.

90% people are satisfied with easy use of e-transaction. 88% people are satisfied with reliability of e-transaction.

86% people are satisfied with security of e-banking transaction. 90% people are satisfied with speedy e-

transaction services. 89% people are satisfied with safety of e-banking transaction. 89% people are satisfied with

trust of e-banking transaction. 97% people are using e-banking services.

High level of satisfaction, high percentage of use of e-banking services, Chi Square values and p-values concludes

that customer are satisfied with e-banking transaction.

8) PROBLEM AREAS

1) As the number of respondents inform phonically that just by looking at, that this is a form of e-banking, either

they deleted or not opened.

2) The fear of banking fraud and banking data leakage is so much that hundreds of people to whom the form

was circulated electronically, have not responded.

3) People are taking cautions & having a mindset that if in any way banking data is leaked that may lead to

financial loss to them.

4) Survey form on e-banking was a fear factor in the mind of the public in general.

9) SUGGESTIONS

1) The Government should promote e-banking to the public in general.

2) The Government should take care of cyber security so that frauds and cheatings could be minimized.

3) Training, education and awareness should be spread for the Users so that they can feel themselves in a

comfort zone for e-banking services.

4) Articles on e-banking should be promoted through newspapers, TV, internet ads and other media regularly.

5) E-banking awareness camps should be organized by expert banking officials in the colleges, societies and

organizations.

10) QUESTIONNAIRE

QUESTIONNAIRE:

I am studying customer satisfaction during COVID-19 that customers are satisfied with E-Banking Transaction or are

not satisfied with E-Banking Services. There are many E-Banking Services like ‘Mobile Banking’, ‘SMS Banking’,

‘Paytm’, BhimUPI’, PhonePe’, ‘Online Credit Card’, ‘Online Credit Card’ etc.

Looking forward to your time and support.

Best Regards

Rakesh Kumar Verma

Scholar CCS University, Meerut

Q1 Which Age Group You belong to

less than 30 31-40 41-50 51-60 more than 61

Q2 What is Your Educational Qualification?

12th Graduate Post Graduate Doctorate Professional

Q3 What is Your Occupation?

Students Private Job Government

Job

Professional Self

Employed

Q4 What is Your Income Group?

1.0-2.50Lakh

2.51-4.01Lakh

4.01-6.0Lakh

6.01-10Lakh

more than

10Lakh



ISSN : 0950-0707

Page No : 40

Q5 You want to use E-Banking Services for Shopping & Bill Payment.

Yes No

Q6 You want to use E-Banking Services because of “EASY USE”. (1=Highly Satisfied; 2=Satisfied; 3=Less

Satisfied; 4=Not Satisfied; 5=Highly Unsatisfied and 6=Do No Know)

Yes No

Q7 You want to use E-Banking Services because of “RELIABILITY”. (1=Highly Satisfied; 2=Satisfied; 3=Less


Yes No

Q8 You want to use E-Banking Services because these are “SECURED”. (1=Highly Satisfied; 2=Satisfied;

3=Less Satisfied; 4=Not Satisfied; 5=Highly Unsatisfied and 6=Do No Know)

Yes No

Q9 You want to use E-Banking Services because these are “SPEEDY”. (1=Highly Satisfied; 2=Satisfied;

3=Less Satisfied; 4=Not Satisfied; 5=Highly Unsatisfied and 6=Do No Know)

Yes No

Q10 You want to use E-Banking Services because we remain “SAFE” in the time of Covid-19. (1=Highly

Satisfied; 2=Satisfied; 3=Less Satisfied; 4=Not Satisfied; 5=Highly Unsatisfied and 6=Do No Know)

Yes No

Q11 You want to use E-Banking Services because we can “TRUST”. (1=Highly Satisfied; 2=Satisfied; 3=Less


Yes No

11) REFERENCES:

Websites:

W.1 https://ijsser.org/files_2019/ijsser_04__292.pdf

W.2 https://www.ijires.org/administrator/components/com_jresearch/files/publications/IJIRES_1578_FINAL.

pdf

W.3 http://www.dynamicpublisher.org/gallery/64-s94.pdf

W.4 https://www.scirp.org/html/7-9202239_94422.htm

W.5 http://www.pragatipublication.com/assets/uploads/doc/1d4bf-1006-1015.16980.pdf

W.6 https://www.ijitee.org/wp-content/uploads/papers/v8i6s/F61020486S19.pdf

W.7 http://ijariie.com/AdminUploadPdf/CUSTOMER_PERCEPTION_TOWARDS_PLASTIC_MONEY_ija

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W.8 https://www.researchgate.net/publication/332525412_Mobile_Banking_Services_and_Customer_satisfac

tion_with_reference_to_ICICI_Bank_-_A_Study/link/5cd53494299bf14d9586ef6d/download

W.9 https://web.a.ebscohost.com/abstract?direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=09

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W.10 http://ijamtes.org/gallery/118-dec.pdf

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ISSN : 0950-0707

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https://ijsser.org/files_2019/ijsser_04__292.pdf

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