Bipul Final Project

7/31/2019 Bipul Final Project

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LIST OF TABLES AND FIGURES

TABLES PAGE NO.

TABLE1..14

TABLE2..15

TABLE3..17

TABLE4..18

TABLE5. 19

TABLE6. 20

TABLE7..22

TABLE8..27

TABLE9..27

FIGURE

FIGURE1.14

FIGURE2.16

FIGURE3.17

FIGURE4.18

FIGURE5.20

FIGURE6.21

FIGURE7.22

FIGURE8.26

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INTRODUCTION

A Case Study To Analyse The Effects of Consumer Risk Perception

While Purchasing Services Through Internet- A Case Study of

Banking Sector.

What is Bank?

A Banker orBankis afinancial institution whose primary activity is to act as a payment

agent for customers and to borrow and lend money. It is an institution for receiving,

keeping, and lending money.

What is online Banking?

Online banking (or Internet banking) allows customers to conduct financial transactions on

a secure website operated by their retail orvirtualbank, credit union.

Need for internet Banking: One has to approach the branch in person, to withdraw cash

or deposit a cheque or request a statement of accounts. In true Internet banking, any inquiry

or transaction is processed online without any reference to the branch (anywhere banking)

at any time. Providing Internet banking is increasingly becoming a "need to have" than a

"nice to have" service. The net banking, thus, now is more of a norm rather than an

exception in many developed countries due to the fact that it is the cheapest way of

providing banking services

Banks have traditionally been in the forefront of harnessing technology to improve their

products, services and efficiency. They have, over a long time, been using electronic and

telecommunication networks for delivering a wide range of value added products and

services. The delivery channels include direct dial up connections, private networks,public networks etc and the devices include telephone, Personal Computers including the

Automated Teller Machines, etc. With the popularity of PCs, easy access to Internet and

World Wide Web (WWW), Internet is increasingly used by banks as a channel for

receiving instructions and delivering their products and services to their customers. This

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form of banking is generally referred to as Internet Banking, although the range of products

and services offered by different banks vary widely both in their content and sophistication.

Indias banking sector is growing at a fast pace. India has become one of the most preferred

banking destinations in the world. The reasons are numerous: the economy is growing at a

rate of 8%, Bank credit is growing at 30% per annum and there is an ever-expanding

middle class of between 250 and 300 million people (larger than the population of the US)

in need of financial services. All this enables double-digit returns on most asset classes

which is not so in a majority of other countries. Foreign banks in India achieving a return

on assets (ROA) of 3%, their keen interest in expanding their businesses is understandable

even more so when compared with the measly 1% average ROA for the Top 1000 banks

in the world.

From the perspective of banking products and services being offered through Internet,

Internet banking is nothing more than traditional banking services delivered through an

electronic communication backbone, viz, Internet. But, in the process it has thrown open

issues which have ramifications beyond what a new delivery channel would normally

envisage and, hence, has compelled regulators world over to take note of this emerging

channel. Some of the distinctive features of i-banking are:

1. It removes the traditional geographical barriers as it could reach out to customers of

different countries / legal jurisdiction. This has raised the question of jurisdiction of law /

supervisory system to which such transactions should be subjected,

2. It has added a new dimension to different kinds of risks traditionally associated with

banking, heightening some of them and throwing new risk control challenges,

3. Security of banking transactions, validity of electronic contract, customers privacy, etc.,

which have all along been concerns of both bankers and supervisors have assumed

different dimensions given that Internet is a public domain, not subject to control by any

single authority or group of users,

4. It poses a strategic risk of loss of business to those banks who do not respond in time, to

this new technology, being the efficient and cost effective delivery mechanism of banking

services.

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5. A new form of competition has emerged both from the existing players and new players

of the market who are not strictly banks.

Why This Research: An analysis of the differences in risk perceptions between bank

customers using Internet Banking and those not using Internet Banking was done and it

showed that risk perceptions in terms of financial, psychological and safety risks among

customer not using the internet was more meaningful than those using internet banking.

Customers not preferring to use internet banking thought that they would be swindled when

using this service, and therefore, are particularly careful about high risk expectation during

money transfers from and between accounts. Only 37% of Indian Internet users come from

Top 10 cities i.e. Mumbai, Bangalore, Delhi, Calcutta, Chennai, Pune, Hyderabad,

Ahmedabad, Surat and Nagpur. As perIAMAI and I-cube, the number of active Internet

user (i.e. ones who logon to Internet atleast once a month) is now 32 million and numbers

who have used Internet atleast once stands at 46 million. Maximum of the person who are

going on for internet banking lies in the age bracket of 26-35. but the rise in the age the

level of users become low.

Approximately 17% of female use internet banking. This a matter of concern for a banks

what are the causes why this is happening. Although many major banks have started

offering i-banking services, the slow pace will continue until the critical mass is achieved

for PC, internet connections and telephones. However, the upsurge of IT professionals with

growing demands is pressuring the government and bureaucracy in the country to support

and develop new initiatives for a faster spread of i-banking. But then to there is a fear in

mind of customer using internet as a medium for the banking transaction.

Private and foreign banks are trying to turn more and more customer towards the

usage if internet for the banking transaction. This study is basically to know the relation of

various independent variables on the customer usage of internet for banking.

The remarkable development of the Internet has drastically expanded the shopping space

for a number of consumers. According to a Fast Company survey, Internet buyers as a

percentage of all Internet users grew from just 19 percent in 2001 to 71 percent in 2010.

Not only has Internet shopping created a new marketing provider that meets consumer

needs and wants, but it has changed the consumer shopping culture with "click" shopping

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and ease of information searches for product or service buying. Nevertheless, unlike

traditional commerce, e-commerce involves various risks (e.g., product performance, credit

card information) that consumers perceive and thus consumers are engaging in risk

reduction behaviors based on a wealth of information.

Many consumers today, regardless of their intention, are exposed to a great amount of

information through both off-line and on-line advertising. Providing effective information

in online environments can reduce consumer search costs and lead to consumers making

optimal purchasing decision. The several information resources - particularly brand, word-

of-mouth, and customized information-act as guides that can reduce risk and facilitate

consumer choice. In particular, the information in new purchase situations is far more

important for first-time customers than for existing customers.

Despite the assumption that pre-purchase information can lower a consumer's risk, existing

research on consumer behavior on the Internet has focused on Internet purchasing or on

information searching through the Internet. Pre-purchase information is a crucial tool

because it reduces consumer risk, increases brand comprehension, and helps consumer

make a brand choice.

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LITERATURE REVIEW

In India still there is lack of users for internet as a medium for banking purpose, but the

banking system are upgrading and bringing many electronic banking medium for

customers so that banking can be made more convenient.

Joseph et al. (1999) investigated the influence of internet on the delivery of banking

services. They found six underlying dimensions of e-banking service quality such as

convenience and accuracy, feedback and complaint management, efficiency, queue

management, accessibility and customization. Jun and Cai (2001) identified 17 service

quality dimensions of i-banking service quality. These are reliability, responsiveness,

competence, courtesy, credibility, access, communication, understanding the customer,

collaboration, continuous improvement, content, accuracy, ease of use, timeliness,

aesthetics, security and divers features. They also suggested that some dimensions such as

responsiveness, reliability and access are critical for both traditional and internet banks.

Jayawardhena (2004) transforms the original SERVQUAL scale to the internet context

and develops a battery of 21 items to assess service quality in e-banking.

From the provider perspective, there are target quality and delivered quality. The focus of

process- or supply-led quality definition is rather internal than external, and it is defined as

conformance to requirements. It lays emphasis on the importance of the management and

the supply-side quality, and there is an important role of the process in determining the

quality of outcome (Ghobadian, 1994). Achieving the quality of conformance between

the planned (target) quality level and the real quality delivered to customers depends on the

service quality management system in an organization.

IAMAI report on online banking 2006. 43% of online banking user havent started

online financial transaction because of security reasons, 39% havent started because they

prefer face to face, 22% havent started because they dont know how to use, for 10% sites

are not user friendly and for 2% banks are not providing the facility of internet banking.

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According to research 68% of the customers can not say that when they will be starting the

financial transactions through internet.

Maximum numbers of online banking users are male and maximum of them are in age the

group of 25-35. Numbers of female users are very less i.e. 17% only. More than 60% of

the people who are having account with have accounts in 3-4 banks.

Only 37% of Indian Internet users come from Top 10 cities i.e. Mumbai, Bangalore, Delhi,

Calcutta, Chennai, Pune, Hyderabad, Ahmedabad, Surat and Nagpur. As perIAMAI and I-

cube, the number of active Internet user (i.e. ones who logon to Internet atleast once a

month) is now 32 million and numbers who have used Internet atleast once stands at 46

million.

The Indian Internet Banking Journey In 2001, a Reserve Bank of India survey revealed

that of 46 major banks operating in India, around 50% were either offering Internet

banking services at various levels or planned to in the near future. According to a research

report,( India Research, Kotak Securities, May 2000.) while in 2001, India's Internet user

base was an estimated 9 lakh; it was expected to reach 90 lakh by 2003. Also, while only

1% of these Internet users utilized the Internet banking services in 1998, the Internet

banking user base increased to 16.7% by mid- 2000.

Meuter et al. (2000) have identified critical incidents of customer satisfaction and

dissatisfaction with technology-based service encounters. Given that business-to-business

transactions are the fastest growing segment of technology-driven services (Hof, 1999);

Meuter and his colleagues (2000) suggested investigating what drives business customer

satisfaction or dissatisfaction with technology driven services. According to Gnroos

(1982), customers distinguish the quality of customer interactions that take place during

service delivery (functional quality) and the quality of the outcome the customer receives

in the service encounter (technical quality).

Customers perceive the quality of services of Internet banking based on the performance of

online delivery systems not on the processes in which the delivered service is developed

and produced. Because customers perceive Internet banking service quality based on

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relatively standardized outcomes determined by online systems, customer attitudes toward

that outcome reflect overall quality of services delivered

Customers usually perceive risks in conducting transactions electronically and particularly

if the transactions involve money. Risk perception can be of six different types: time risk,

finacial risk, performance risk, psychological risk and safety/confidentiality risk. It is

generally considered that risk perception could be higher for electronic banking services.

This study aims to understand extent to which whether this is consideration is valid as well

as to determine the levels of risk perception differences among those using Internet

Banking and those not using it.

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RESEARCH OBJECTIVE

Findings indicate that missing information can affect buyers' tastes and purchase decisions

made subsequently. Perhaps the findings of the current project might offer greater insight

(e.g., correlation between consumer perceptions and pre-purchase information) to e-

marketers and e-marketing researchers about the role of pre-purchase information in

management and e-commerce.

(1) To Uncertainty as to buying goals.

(2) To Several purchases (product, brand, model, etc.) best matches the buying goals.

(3) To Possible adverse consequences if the purchase is made (or not made).

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RESEARCH METHODOLOGY

RESEARCH TYPE

We use descriptive research and exploratory research design in our studies. Descriptive

research is also called Statistical Research. The main goal of this type of research is to

describe the data and characteristics about what is being studied. The idea behind this type

of research is to study frequencies, averages, and other statistical calculations. Although

this research is highly accurate, it does not gather the causes behind a situation. Descriptive

research is used to obtain information concerning the current status of the phenomena to

describe "what exists" with respect to variables or conditions in a situation.

Here we also tried to find out the main cause why there is perceptual blocking of the Indian

customers towards internet banking. The methods involved range from the survey which

describes the status quo, the correlation study which investigates the relationship between

variables, to developmental studies which seek to determine changes over time.

Statement of the problem

Identification of information needed to solve the problem

Selection or development of instruments for gathering the information

Identification of target population and determination of samplingprocedure

Design of procedure for information collection

Collection of information

Analysis of information

Generalizations and/or predictions

DATA COLLECTION

Primary Data: Structured Questionnaire

Secondary Data: Online Database, Journals, Survey

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SAMPLING

We have used convenience sampling technique. It is also called haphazard or accidental

sampling. Members of the population are chosen based on their relative ease of access. To

sample friends, co-workers, or shoppers at a single mall, are all examples of convenience

sampling. Sometimes called grab oropportunity sampling, this is the method of choosing

items arbitrarily and in an unstructured manner from the frame. Though almost impossible

to treat rigorously, it is the method most commonly employed in many practical situations.

Sample Unit:NCR Internet Users (for banks)

Sample Technique: Convenient sampling

Sample Area:NCR

Sample Size: 150

TOOLS

Statistical : SPSS

Techniques : MDS and Multiple Regression

DATA ANALYSIS AND INTERPRETATION

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Q1) Are you user of internet?

age own a internet dont have internet18-25 27 3

26-35 51 136-45 20 2

46-60 8 4

61-+ 1 3

Table 1

Figure1

Interpretation-

From the above interpretation we can say that age group between 18-25 own

a internet of 27%while % who dont own an internet is 3%, similarly %between 26-35 own an internet of 51% while 1 %dont own internet, 36-45

own an internet of 20% while 2%dont own, 46-60 own 8%internet while

4% dont own, 61and above own 1 %internet, 3%dont own. Finally we can

see that age group 26-35 own maximum % of internet.

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Q2) Since how long you are using internet?

a) less then a month

b) 1 to 6 months

c) 6 to 12 months

d) More than a year

Age A) less then a month A) 1 to 6 months A) 6 to 12 months18-25 3 2 12

26-35 0 0 15

36-45 0 3 0

46-60 0 2 8

61-+ 1 3 0

Table 2

Figure2

Interpretation

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From the above interpretation we can say that all the younger have been

using internet since last one year but age group between 36-45, 46-60and 61

and above have started using internet in recent . finally we can the age

group between 26-35 are the maximum users of the internet .

Q3) Frequency of visiting your bank branch per month?

a) Less than 1

b) 1 to 3 times

c) 3 to 8 timesd) 8 to 12 times

e) over 12 times

Age


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Figure3

Interpretation

From the above inerpretation we can say that in comparison to all the above

age groups maximum no. of time that is being visited to the bank is of age

group between 26-35 thats is around 12 times in a month .

Q4) the main reason that you typically visit your bank branch (please choose the single

most important reason)?

a) to make a deposit

e) to get advice for investment options

a) to inquire about a balance

b) to withdraw cash

c) other

age deposit Advice balance withdrawal Others

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18-25 10 8 13 7 2

26-35 10 4 7 17 4

36-45 3 0 4 7 2

46-60 4 4 5 4 0

61-+ 1 0 2 3 0

Table 4

Figure4

Interpretation

From the above interpretation we can say that the reason for visiting bank

maximum no. of time is basically is for the cash withdrawl that to is done by

the agr group between 26-35 that is of 17.

Q5) the e-banking facilities provided by your bank?

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ATM

Online banking

Telephone banking

Mobile banking SMS banking

age Atm online telephone Mobile Sms

18-25 20 21 12 15 25

26-35 10 29 14 18 30

36-45 2 16 2 15 12

46-60 14 25 2 2 14

61-+ 5 2 2 2 5

Table 5

Figure5

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Interpretation

From the above itnerpretation we can say that all the above age gropus says

that the mostly all the facilites is provided by their banks wheteher it be atm

online, telephone , mobile expcept to the person who belong to the age group

of 61 and above .

Q6) what banking services do you use which your Internet bank offers? (Please check all

you are currently using)

Seeking product and rate information

Calculate loan payment information

Download loan applications

Download personal bank transaction activity.

Check balances on-line

Apply for consumer loans or credit cards online

Inter-account transfers

On-line bill payments

Others

Table 6

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Figure6

Interpretation

From the above interpreatation we can that the perosn use internet bank

offers basically for seeking product and rate information and seconly for

checking balance and then they use for to download loan information ,then

to dowmload personal bank transaction activities .

Q7) what was the single most important reason that you chose this particular bank as your

Internet bank? (Please choose one)

I have a traditional bank account with the same bank

The brand name of the bank

The excellent service offered by this bank

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Others

Table 7

Figure7

Interpretation

From the above interpretation we can say that the reason for choosing

particular bank for internet bank account is beacause of the excellent

services offered by the bank and second most improtant reason is that of

brand name of the bank .

MDS

After filling up the 63 column and 120 rows of SPSS data we get the table of responses of

120 respondents perception about our 6 brands and their 9 attributes. We calculate the

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weighted mean of every column and finally we get the 6*10 matrix form of our weighted

mean MDS data, which would be input to SPSS for final MDS output. The 6*10 matrix is

given below-

Parameters detuch hdfc citibank icici hsbc yesbank

Accessib 2.8800 3.4179 3.4706 3.2791 3.4051 2.8545

Account 2.9517 3.5385 3.5550 3.2532 3.3819 2.8824

Bank ser 4.2475 3.6963 3.5468 3.9609 4.0975 2.7358

Convenie 2.8101 3.5365 3.8282 2.8101 3.4356 2.7734

design 3.2441 3.8142 3.5550 3.0222 3.1170 2.7429

Encourag 2.6790 3.2791 3.5385 2.8698 3.4051 2.7836

Location 3.2687 3.2574 3.1222 2.9707 2.8500 2.4000

Training 2.1745 3.2791 3.7123 2.6493 3.3490 2.4468

user fri 3.8692 2.7087 3.3544 2.6238 3.4051 2.9401

The Lower Triangular matrix

Raw (unscaled) Data for Subject 1

1 2 3 4 5

1 .000

2 2.172 .000

3 2.393 .932 .000

4 1.511 1.407 1.937 .000

5 1.786 1.163 .954 1.361 .000

6 2.061 2.264 2.475 1.540 2.146

6

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6 .000

The index of fit or R-square and stress should be measured. Thus R-square indicates

goodness of fit, whether stress value represents badness of fit. So for any research higher

value of R-square and lower value of Stress is expected. The high R-square value

represents MDS model is well fitted with the given problem. In our case,

Stress = .01817 RSQ = .99785

Young's S-stress formula 1 is used.

Iteration S-stress Improvement

1 .02311

2 .01992 .00319

3 .01838 .00154

4 .01698 .00139

5 .01564 .00134

6 .01434 .00130

7 .01327 .00107

8 .01266 .00061

Iterations stopped because

S-stress improvement is less than .001000

Stress and squared correlation (RSQ) in distances

For matrix

Stress = .01817 RSQ = .99785

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Configuration derived in 2 dimensions

Stimulus Coordinates

Dimension

Stimulus Stimulus 1 2

Number Name

1 detuch 1.1537 1.4040

2 hdfc -1.0363 -.3486

3 CITIBANK -1.5704 -.1294

4 ICICI .5452 -.0590

5 HSBC -.7060 .3541

6 yesbank 1.6138 -1.2210

Optimally scaled data (disparities) for subject 1

1 2 3 4 5

1 .000

2 2.800 .000

3 3.126 .577 .000

4 1.590 1.590 2.126 .000

5 2.126 .890 .890 1.318 .000

6 2.665 2.800 3.366 1.590 2.800

6

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6 .000

Dimension 1

210-1-2

Dimension2

1.5

1.0

0.5

0.0

-0.5

-1.0

-1.5

yesbank

HSBC

ICICICITIBANK

hdfc

detuch

Derived Stimulus Configuration

Euclidean distance model

Figure8

Interpretation

As we can detuch bank is leading in both d dimensions where as there is a competition

between HSBC Citibank and hdfc. But the least is among the yesbank. Icici bank is close to

positive response but here we can see that there is some areas where the bank has to work

on to improve.

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For your choice of an Internet bank, please indicate how much each of the following

factors (were) are important for you:

MEAN OF ALL RANKS

Statistics

Convenience Curiosity Rates Safe Charge transaction shopping

N Valid 120 120 120 120 120 120 120

Missing 0 0 0 0 0 0 0

Mean 3.1083 2.9333 2.9667 2.9833 2.7083 2.9250 2.5083

Table 8

BY THIS WE CAME TO KNOW THAT PEOPLE USING INTERNET BECAUSE OF

CONVINENCE ARE MOE AND LESS BECAUSE O SHOPPING.

The main reasons that you have not opened an Internet bank account yet? (Check all that

apply)

Statistics

NEVERHR

D

SECURIT

Y TIME DNTWNT

CHECKFIRS

T

NOTAVALIAB

L OTHERS

N Valid 30 30 30 30 30 30 30

Missing 0 0 0 0 0 0 0

Mean 3.0000 3.3333 2.6000 3.1333 2.5000 2.9333 2.6000

Table 9

Interpretation

Security is the main reason why people are not opening the internet bank acounts where as

the second highest goes to they dont want to try new thing.

FINDINGS OF THE STUDY

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The overall percentage of servicemen having complete knowledge about

e-banking services provided by the bank while opening an account in it is

37%, those having some idea about it is 46% and the percentage of

people have no awareness of e-banking services provided by the bank is

17%. It can reasonably, be concluded that nearly 85% of the population is

having awareness about e-banking services.

E-banking constitutes services provided in terms of ATMs, Debit Card,

Credit Card, Phone Banking, Mobile Banking, Internet Banking etc, of

which the first six have been covered. Amongst these ATM scores the

largest used service status (26.03%) Close on the heels is Debit card

(17.75%), Credit card (14.79%), while phone banking lags behind by

scoring the least ie.,11.83 .

When asked to list various benefits accruing from the usage of e-banking,

time saving received highest percentage score at 42.42% among different

benefits such as time saving (42.42%), inexpensive (12.72%), easy

processing (24.24%), easy fund transfer(15.75%).Quite interestingly, easy

processing feature scored more than the inexpensiveness of the e-

banking services. The other benefits accruing to the people include ready

availability of funds, removal of middlemen relation executives. Among the users, various problems that are encountered while using e-

banking services. Card misuse and its misplace are major reasons that

create hurdles in its usage, while time consumption, accounting mistakes

such as amount debited but not withdrawn and change of mobile number

seem to be the least bothering problems.

From the non users, an attempt was made to elicit the reasons for its non

usage.. Satisfaction with traditional banking was considered as prime de-

motivating factor, followed closely by the fear of insecurity, then hidden

cost factor, which suggested their resistance to change

CONCLUSION AND RECOMMENDATIONS

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The research reported here has admitted limitations. Because the study was focused on

consumers' perceived information about Internet sites, the findings may not be

generalizable to the many types of e-stores in e-commerce. Also, consumers often carry out

information searches for themselves to supplement pre-purchase information search such as

brand reputation, word-of-mouth, and customized information. In particular, we

overlooked other sources regarding risk perceptions: namely, communities, bulletin boards,

3-D advertisings, and so forth. Many customers may be interested in them and join

voluntarily. Through these experiences, customers can perceive risks regarding the

purchase of products or services. Finally, interaction impacts that can influence consumer

perceptions such as satisfaction, trust, and loyalty are insufficient because they can

significantly affect consumer perceived risk. Nevertheless, despite its limitations, this

empirical research has shown that consumer perceived risk is closely affected by consumer

pre-purchase information associated with product purchase through e-commerce.

Future research should focus on how interaction between pre-purchase information and

post-purchase information influences consumer purchase decisions because post-purchase

information processing based on the purchase performance may differ considerably from

pre-purchase information processing. Theoretically, having found differences in the pre-

and post-purchase information processing stages, this provides encouragement to

investigate in more detail changes in risk perception and reduction throughout the whole

consumer decision process. Without a doubt such interaction will have a profound effect

over time on brand success and consumer satisfaction with the e-commerce experience.

Accordingly, it is hoped that future research will produce a theoretical framework for the

relationships among information, perceived risk, and online consumer behavior

BIBLOGRAPHY

BOOKS

1) Marketing research by BERRY G.C ., seventh edition

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2) Marketing Research by Malhotra N.K. , fifth edition

SITES

(http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1

www.hdfcbank.com/

www.hsbc.co.in/

www.icicibank.com/

www.yesbank.in/

www.db.com

en.wikipedia.org/wiki/Perceptual_mapping

www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-

notes/lecture-04.pd

en.wikipedia.org/wiki/Multidimensional_scaling

REFRENCES

1. Khan, M.S., Mahapatra, S.S. and Sreekumar (2009) Service quality evaluation in

internet banking: an empirical study in India, Int. J. Indian Culture and Business

Management, Vol. 2, No. 1, pp.3046.

2.IAMAI report on online banking 2006

3. The Indian Internet Banking Journey - Nachiket Mor, Head of ICICI's Treasury,

in March 2000.

The Impact Of Internet Banking Service Quality On Business Customer Commitment

QUESTIONNAIRE

Name ..

Age 18-25__ , 26-35__, 36-45__, 46-60__, 60 +____

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http://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.hdfcbank.com/http://www.hsbc.co.in/http://www.icicibank.com/http://www.yesbank.in/http://www.db.com/http://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.icmrindia.org/free%20resources/casestudies/banking1.htm#b1http://www.hdfcbank.com/http://www.hsbc.co.in/http://www.icicibank.com/http://www.yesbank.in/http://www.db.com/http://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pdhttp://www.rocw.raifoundation.org/fashion/BAfashion-mktg/brandpositioning/lecture-notes/lecture-04.pd


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Gender - MALE FEMALE

Occupation .

2) Are you user of internet?

a) Yes

b) No

3) Since how long you are using internet?

a) less then a month

b) 1 to 6 months

c) 6 to 12 months

d) More than a year

4) Frequency of visiting your bank branch per month?

a) Less than 1

b) 1 to 3 times

c) 3 to 8 times

d) 8 to 12 times

e) over 12 times

5) The main reason that you typically visit your bank branch (please choose the single

most important reason)?

a. to make a deposit

b. to get advice for investment options

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c. to inquire about a balance

d. to withdraw cash

e. other

6) The e-banking facilities provided by your bank?

a) ATM

b) Online banking

c) Telephone banking

d) Mobile banking

e)SMS banking

6) The e-banking services you use provided by the bank?

a) ATM

b) Online banking

c) Telephone banking

d) Mobile banking

e) SMS banking

QUESTIONNAIRE 2 for uses internet banking service

a) What is the name of bank you have an Internet bank account with? ________

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b) What are the most important reasons you opened an Internet bank account?

(Please prioritize the following list in the order of importance.

c) Convenience (24 hours service, anywhere connectivity) ______________

d) Curiosity______________

e) Better rates______________

f) Safe and secure______________

g) Low service charge______________

h) Easy to maintain my banking transaction activity______________

i) Online shopping ___________________

Q1- What banking services do you use which your Internet bank offers? (Please check all

you are currently using)

a) Seeking product and rate information

b) Calculate loan payment information

c) Download loan applications

d) Download personal bank transaction activity.

e) Check balances on-line

f) Apply for consumer loans or credit cards online

g) Inter-account transfers

h) On-line bill payments

i) Others

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Q 2-What was the single most important reason that you chose this particular bank as your

Internet bank? (please choose one)

a) I have a traditional bank account with the same bank

b) The brand name of the bank

c) The excellent service offered by this bank

d) Others

Q 3- In addition to your Internet bank account, do you also have a traditional bank

account?

a) Yes

b) No

Q 4- Rank the following brands on the scale of 1-5

scale

1 - Very poor

2 - Poor

3 - Good

4 - Average

5 - Best

PARAMETERS /

BRANDS

HDFC DEUTSCHE CITIBANK ICICI HSBC YES

BANK

Bank service

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Account security

Accessibility

Convenience

Training to use

banking services

Encourage

customer to use e-

banking

Location

Customer Relation

Management

USER

FRIENDLINESS

QUESTIONNAIRE 2 for non internet banking user

Q 1- The main reasons that you have not opened an Internet bank account yet? (check all

that apply)

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a) Never heard of Internet banking

b) Concerned about security

c) Haven't taken time to open an account

d) Don't see any real value in having this type of account

e) Too new. I would like to see how it works, then I may open an account

f) Not available through my bank

g) others

Q 2- For your choice of an Internet bank, please indicate how much each of the

following factors (were) are important for you:

a) Better rate and lower service charge______________

b) Bank familiarity______________

c) Bank location (geographic) ______________

d) The size of bank (in terms of asset) ______________

e) Security of Transaction______________

f) Convenience (24 hours service from anywhere) ______________

g) Quick service (transaction completed in seconds instead of minutes)

______________

h) Variety of features and services that are offered(for example; bill payment,

account reconciliation, electronic bill payment) ______________

i) Integrated value-added services using other on-line services and resources

(for example; other brokerage account summary) ______________

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Thank You

Bipul Final Project

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Transcript of Bipul Final Project