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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.pd7/31/2019 Bipul Final Project
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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
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