A STUDY ON CONSUMER SATISFACTION TOWARDS

E-BANKING SERVICES WITH SPECIAL FOCUS ON

SINGAMPUNARI TOWN
Project Report Submitted to Alagappa University in Partial Fulfillment of
the Requirement for the Award of the degree of

MASTER OF COMMERCE

2023-2024

Submitted by

R.AKILA
(Reg.no:0522351003)

Under the Guidance of

Dr.P.RAJENDRAN
Associate Professor in Commerce

PG & RESEARCH DEPARTMENT OF COMMERCE

ARUMUGAM PILLAI SEETHAI AMMAL COLLEGE

(Affiliated to Alagappa University)

Tiruppattur – 630211

April – 2024
Dr.P.RAJENDRAN,
Associate Professor in Commerce,
PG & Research Department of Commerce,
Arumugam Pillai Seethai Ammal College,
Thiruppattur – 630211.

CERTIFICATE

This is to certify that the project report entitled “A STUDY ON

CONSUMER SATISFACTION TOWARDS E-BANKING SERVICES
WITH SPECIAL FOCUS ON SINGAMPUNARI TOWN” is the bonafide
research work carried out by Akila.R, student of Master of Commerce, PG
and Research Department of Commerce, Arumugam Pillai Seethai Ammal
College, Thiruppathur, Alagappa University, Karaikudi, during the year 2023-
2024, in partial fulfillment of the requirements for the award of the Degree of
Master of Commerce and that the project report has not formed the basis for
the award previously of any degree, diploma, associate ship, fellowship or any
other similar titles.

Place: Thiruppathur

Date:

Signature of the HOD Signature of the Research Supervisor

Signature of the External Examiner Signature of the Principal

R.Akila,
M.Com., (Reg.No:0522351003)
PG & Research Department of Commerce,
Arumugam Pillai Seethai Ammal College,
Thiruppattur – 630211.

DECLARATION

I hereby declare that the dissertation entitled “A STUDY ON

CONSUMER SATISFACTION TOWARDS E-BANKING SERVICES
WITH SPECIAL FOCUS ON SINGAMPUNARI TOWN” submitted for the
M.Com., degree is my original work and the dissertation has not formed the
basis for the award of any degree, associate ship, fellowship or any other similar
titles.

Place: Tiruppattur Signature of Candidate

Date: (R.AKILA)
 ACKNOWLEDGEMENT

I am extremely thankful to our beloved Secretary Mr.N.ARUMUGARAJAN,

Arumugam Pillai Seethai Ammal College, Tiruppattur, for all the assistance and
encouragement rendered to me during my dissertation work.

I express my heartfelt thanks to Dr.K.R.JEYAKUMAR Principal, Arumugam

Pillai Seethai Ammal College, Tiruppattur, for his constant support for the
completion of my dissertation.

I gratefully acknowledge my immense gratitude to the

Dr.S.M.ALAGAPPAN, Associate Professor & Head, PG & Research
Department of Commerce, Arumugam Pillai Seethai Ammal College,
Tiruppattur, for his whole hearted support in submitting the dissertation on time.

It is my pride and pleasure to express my sincere gratitude, profound

indebtedness and respectful regards to my esteemed guide
Dr. P.RAJENDRAN, Associate Professor, P.G. and Research Department of
Commerce, Arumugam Pillai Seethai Ammal College, Tiruppattur, for his
effective guidance and continued encouragement to do this work successfully.

I express my heartfelt thanks to Prof.S.RAJAMANICKAM, Self-finance Co-

Ordinador, Arumugam Pillai Seethai Ammal College, Tiruppattur, for his
constant support for the completion of my dissertation.

I wish to express my sincere thanks to All the staff members, Department of

Commerce and All other Faculty Members, Arumugam Pillai Seethai Ammal
College, Tiruppattur, for their co-operation and support throughout my study.

I also express my sincere Thanks to Librarian and Staff Members of Library

in Arumugam Pillai Seethai Ammal College, Tiruppattur, for having permitted
me to collect the necessary data for my research work.

I would like to thank all those who have directly and indirectly helped me for
executing the project work successfully.
I Thank Mr. V. Karthikeyan T.C.P.S.IT EDUCATION, Thiruppathur, for
neat execution of the dissertation work.

I express my sincere thanks to my beloved parents.

Thanks to Almighty God for sufficiency of his grace.

Akila.R
 TABLES OF CONTENTS

CHAPTER TITLE PAGE

NO

LIST OF TABLES

LIST OF CHARTS
INTRODUCTION 1
1.1 Introduction of E-banking 1
1.2 Industry profile 9
1.3 Company profile 10
1
1.4 Objectives of the study 10
1.5 Scope of the study 10
1.6 Needs of the study 11
1.7 Limitation of the study 12
REVIEW OF LITARETURE 14
2
2.1 Literature of review 13
RESEARCH METHODOLOGY 17
3.1 Methodology 17
3.2 Research design 17
3.3 Sources of data 17
3.4 Area of study 18
3.5 Sample size 18
3
3.6 Sampling method 18

3.7 Period of study 18

3.8 Hypothesis of study 18
3.9 Statistical tools used 19
3.10 structure of questionnaire 19
3.11 statement of problem 19
 DATA ANALYSIS 20
4
4.1 Percentage analysis 20
4.2 Statistical tool method 40
FINDING,SUGGESTION AND CONCLUSION 41
5.1 Finding of the study 41
5 5.2 Suggestion 42
5.3 Limitation of the study 43
5.4 Conclusion 44
APPENDIX-1 (Questionnaire) 48
 LIST OF THE TABLES

TABLE NO PARTICULARS PAGE NO

4.1 Age of respondents 20
4.2 Gender of respondents 21
4.3 Occupation of respondents 22
4.4 Income level of respondents 23
4.5 How long respondents have account in bank 24
4.6 Type of account respondents have in bank 25
4.7 Which is more convenient method for banking 26
4.8 Aware of e-banking services 27
4.9 Reason for not using internet banking facility 28
4.10 Reason for satisfaction with the internet banking services 29
4.11 Respondents trouble with registering for e-banking 30
4.12 Respondents can easily access online banking services at anytime 31
and from anywhere
4.13 Internet banking transaction are user-friendly and easy to use 32
4.14 Respondents frequently utilize e-banking services 33
4.15 How respondents learn about e-banking 34
4.16 Respondents satisfaction level with e-banking 35
4.17 Ensures the security of respondents personal information 36
4.18 Experienced any privacy issues while using internet banking 37
4.19 Respondents opinion on the quality of service provided by e-banking 38
4.20 Rate your overall experience with internet banking 39
 LIST OF CHARTS

TABLE NO PARTICULARS PAGE NO

4.1 Gender of respondents 20
4.2 Age of respondents 21
4.3 Occupation of respondents 22
4.4 Income level of respondents 23
4.5 How long respondents have account in bank 24
4.6 Type of account respondents have in bank 25
4.7 Which is more convenient way for banking 26
4.8 Aware of e-banking services 27
4.9 Reason for not using internet banking facility 28
4.10 Reason for satisfaction towards the internet banking services 29

4.11 Respondents overall opinion about internet banking 30

4.12 Respondents can easily access online banking services at anytime and 31
from anywhere
4.13 Internet banking transaction are user-friendly and easy to use 32
4.14 Respondents frequently utilize e-banking services 33
4.15 How respondents learn about e-banking 34
4.16 Respondents satisfaction level with e-banking 35
4.17 Ensures the security of respondents personal information 36
4.18 Experienced any privacy issues while using internet banking 37
4.19 Respondents opinion on the quality of service provided by e-banking 38
4.20 Rate your overall experience with internet banking 39
CHAPTER-1
INTRODUCTION
1.1 INTRODUCTION OF E-BANKING
E-banking, which stands for electronic banking, is an agreement that
allows customers of banks or other financial institutions to conduct encrypted
online transactions. It can be handled online and comes in various forms to meet
the diverse needs of consumers.

Electronic banking is more commonly called Internet banking or net banking. It

is an electronic payment system supported by a website that offers an array of
products and services of any bank that is possible to work electronically, like
payment, transfers, deposits and more.

In contrast, branch banking, which was the conventional method for

consumers to access banking, will inevitably connect to or be a component of a
bank’s central banking system. Financial institutions decide what kinds of
financial transactions customers can do when using online banking. Still
typically, these include checking account balances, viewing a history of recent
transactions, paying bills, and transferring money from one customer to another.

Now days, a lot of banks are online-only business. The overhead costs of
these “virtual banks” are lower than their physical counterparts. Many Internet
banks in the US can provide the same level of consumer fund protection as
traditional banks because they are covered by the Federal Deposit Insurance
Corporation (FDIC). There have been several developments in Indian banking.
Technology is one of the more advancement that has affected how customers
communicate with banks. With the traditional bank channel, electronic channels
and products are now available, like ATMs, cards, internet banking, and mobile
banking. There are differences in the channels that developed and emerging
nations use.

1.1.1DEFANITION OF E-BANKING

Electronic banking, also known as internet banking or home banking, is

an electronic payment method that enables clients of conduct various financial
transaction through their bank’ website or mobile app.

1
 By using your computer, tablet, or Smartphone, you can access your bank
account and make transaction online. This method is fast, usually free, and
allows you to perform tasks such as transferring money and paying bills without
needing to visit or call your bank.

1.1.2FEATURES OF E-BANKING

➢ Fund transfer
An online banking user can safely and efficiently move money from one
location to another without going to a bank branch. Most e-banking customers
are aware that they can transfer money through the Internet.

➢ Payment of utility bills

Customers can use online banking anytime, anywhere, to pay bills for
gas, water, electricity, fast tag, DTH, broadband, prepaid or post-paid bills, etc.
when paying bills, users of internet banking do not need to visit a specific
business.

➢ Create a new debit card or check book

Applying online through internet banking can speed up the procedure and
reduce waiting time. Customers can apply for a debit card or check book
without having to visit a bank branch.

➢ Create and monitor account

A bank customer who uses online banking can monitor their transaction
history from any location at any time. This function, which banks offer through
online banking, allows users to download their statement.

➢ Apply for loans

Customers can apply for loans online without going to the bank by using
internet banking. Applying for a loan requires less paper work when done
through internet banking. Utilizing online banking to apply for a loan could
save time.

2
1.1.3ADVANTAGES OF E-BANKING

➢ Availability
Internet banking customers have access to banking services 24/7. The
majority of the services are available without a time limit; clients can transfer
money whenever they want and view their account balance without for the bank
having to open.

➢ Easy to operate
Utilizing the services provided by internet banking is an easy. For many,
making an identical transaction online is far more straightforward than going to
the bank. It is simple to use and run internet banking and many banks offer
services. Internet banking makes the user’s job easier and simple.

➢ Convenience
Online banking users don’t have to abandon tasks and wait in line at a bank
branch. The user can finish transactions from any location. Use online banking
to pay utility bills, installments.

➢ Time-efficient
With online banking, customers may complete any transaction in minutes.
Money can be sent to any account in the nation, and a fixed deposit account can
be opened quickly. Online banking streamlines and expedites the process of
completing financial transactions.

1.1.4DISADVANTAGES OF E-BANKING

➢ Transaction security
Online banking transactions are vulnerable to hackers regardless of the
institutions’ security measures to maintain a safe network. Despite the
sophisticated encryption techniques used to protect customer data, there have
been instances where transaction data has been compromised. This might pose a
serious risk, such as the hacker utilizing the data for their own unlawful gain.
3
 ➢ Internet requirement
You must have a continuous internet connection to utilize online banking
services. The inability to access the internet prevents an online banking user
from using any provided services. Customers from remote areas may experience
specific difficulties when utilizing online banking. Similarly, customers are
unable to use net banking services if the bank servers are unavailable due to
technical problems on their end.

➢ Difficult for beginners

There are Indians who have lived their entire lives disconnected from the
internet. They need help comprehend how internet banking operates. Even
worse, if no one is there to help, then understand the steps involved in internet
banking and how it operates.

➢ Securing confidential information

Login credentials, also known as confidential information, must be submitted
to each online banking account to access services. The security pin greatly
enhances integrity. If the information is made public, others might use it to
commit fraud. The selected login credentials must also adhere to the guidelines
provided by the banks. To prevent theft, people must regularly update the
security standards, which can be difficult for the account holder to remember.

1.1.6BENEFITS OF E-BANKING
❖ For Bank
➢ Price
By not having to employ tellers or branch managers, a bank can save
money over time. Moreover, using the Internet for transactions is more
affordable.

➢ Customer Base
Because the Internet has no geographical restrictions, banks can access a
whole new, affluent market through it. Further leveling the playing field for
small banks looking to grow their clientele is the Internet.

4
 ➢ Efficiency
By giving their client’s access to the Internet, banks can increase their
level of efficiency. The bank has access to an almost paperless system thanks to
the Internet.

➢ Customer service and satisfaction

Online banking gives customers access to a comprehensive range of
services, including those that are not available at any branch. The individual is
not required to visit a branch where such service might or might not be
provided. Instead of standing in line and asking a teller, a person can print off
forms, applications, and information from the Internet and conduct an effective
search for information. Undoubtedly, a bank that offers faster and better
solutions would be able to improve client satisfaction and relations.

➢ Image
If a bank provides an Internet connection, its customers will perceive it
as more cutting-edge. Even if someone does not wish to use Internet banking,
having the option available makes one feel as though their bank is modern.

❖ For Customers
➢ Bill Pay
Bill Pay is an online banking service that lets users schedule payments to
be made to almost anybody. Bill Pay will take money out of the customer's
account and send an electronic or paper check to the payee when the customer
chooses the person or business to which he wishes to make a payment.

➢ Other Important Facilities

A consumer using e-banking has almost total control over how his bank
accounts are managed. In addition, users can avoid going to a physical bank by
buying and selling securities, checking stock market information, currency
exchange rates, checking balances, seeing which checks are cleared, transferring
money, and viewing transaction histories. The fact that online banking is free is
its greatest advantage. Many banks do not require their customers to keep a
5
minimum amount on file. The customer’s better credit rates are the second
major advantage.

1.1.7CONCERNS WITH E-BANKING

New issues develop with any new technology.

➢ Customer support
Banks will need to establish a completely new customer relations
department in order to provide customer care. In the event that a customer needs
assistance, banks must ensure that they get it promptly. Any serious issue or
catastrophic event has the power to swiftly and easily ruin a bank’s reputation.
You may gradually win the customer over to online banking by demonstrating
to them the dependability of the Internet.

➢ Law
Internet banking transcends national and state borders, although legal
boundaries do exist. Businesses will need to ensure that they have a monopoly
in the software market by making sure they have software in place.

➢ Security
Customers are constantly concerned about their safety, accuracy, and
security. There are nagging doubts about whether or not something happened.
Other challenges include bank changes, a lack of understanding, etc.

1.1.8TOOLS OF E-BANKING
➢ Automated Teller Machine
With the use of an automated teller machine, a financial institution’s
clients can conduct financial transactions in a public setting without the
assistance of a human clerk or bank teller. These are used for cash withdrawals,
balance inquiries, and a variety of additional functions contingent on the bank’s
policies. This is safe to use and requires a working customer ID and password to
log in.

6
 ➢ Credit Card
Another innovative technology in computerized banking is debit cards.
These days, these are multipurpose cards that may be used to easily shop at
different counters or to check your balance and withdraw cash from ATMs. By
just scratching the card on the machine, debit cards guarantee the automated
withdrawal of funds from the account.

➢ Credit Card
Named for the little plastic card that users of the system are given, a credit
card system is a kind of retail transaction settlement and credit system. When it
comes to credit cards, the provider lends the user money. With the arrival of
foreign banks in India, credit cards have become increasingly common.

➢ Smart Card
A smart card is a type of plastic card designed to store and retrieve
personal data. It typically has an embedded electronic circuit and electronic
memory the size of a credit card.

1.1.9 SERVICES FOR E-BANKING

➢ Online Payment Service for Bills
Every bank in the nation has partnerships with different insurance firms,
service providers, and utility organizations. You can make it easier to pay for
insurance premiums, mobile phone bills, and electricity and phone bills. All you
have to do to pay your bills is fill out a short, one-time registration form for
each biller. Additionally, you can set up online standing orders to have your
regular expenses paid on a regular basis. The bank typically doesn’t charge
clients for using its online bill-paying service.

➢ Money Transfer
Any sum can be moved between accounts at the same bank or at a different
one. In India, customers can send money to anywhere. You must enter the
payee’s account number, bank, and branch after logging into your account. The
7
transfer will happen in a day or so, as opposed to the three working days that a
traditional process requires.

1.1.10TYPES OF E-BANKING
➢ Online Banking
The use of the internet as a delivery channel for banking services is
known as internet banking. This includes both new and traditional banking
services like electronic bill presentation and payment, which let customers pay
and receive their bills on a bank's website, as well as more traditional services
like opening an account or transferring funds between accounts. There are two
methods for providing online banking. First, in addition to its conventional
distribution channels, an established bank with physical locations can launch a
website and provide internet banking. Secondly, a bank can be set up as a
“virtual,” “branchless,” or “Internet only” bank. An Internet banking working
group was established by the Reserve Bank of India.

➢ Mobile banking
A bank or other financial institution that offers mobile banking enables its
clients to carry out financial transactions at a distance using a mobile device,
such as a tablet or Smartphone. It makes use of software—often referred to as
an app—that the financial institution offers. It is accessible around the clock.

➢ SMS banking
It is a feature that certain banks and other financial institutions employ to
let clients send messages (also known as notifications or alerts) to their mobile
phones using SMS messaging, or it is a service that they offer that allows
consumers to carry out certain financial transactions by SMS.

➢ Telephone banking
One of the most commonly used banking methods is telephone banking.
It’s a service offered by banks and other financial institutions that lets users
conduct a variety of financial operations over the phone in place of going to an
ATM or bank branch. Cash papers (like checks), for which clients must visit an
ATM or bank branch, cannot be utilized with them.

8
HISTORY OF E-BANKING
The 1980’s saw the emergence of the newest internet-based service
delivery method, eventually gained popularity as e-banking. Additionally, e-
banking was defined as a banking method that involved accessing the banking
system over the phone with a terminal, keyboard, and display. Additionally, this
was known as “Home Banking”, in which clients used a numeric keypad to send
instructions in the form of tones. E-banking was first offered in New York in
1981 when City Bank, Chase Manhattan Bank, Chemical Bank, and
Manufacturers’ Hanover Bank started offering home banking services using a
videotext system.

Home banking was unable to take off in France and the UK due to the
videotext system’s failure. In 1983, the bank of Scotland gave Nottingham
Building Society’s banking clients access to the first home internet banking
service in the UK. The corresponding online banking service employed a BBC
Micro-style computer or a keyboard connected to a phone and television
system. It was based on the UK’s Prestel system.

In the late 1990s, internet banking made its way to India. In 1996, ICICI
became the pioneer bank in promote internet banking to its clientele. It wasn’t
until 1999 that online banking became widely accepted due to decreased
internet costs and increasing knowledge of electronic banking.

1.2 INDUSTRY PROFILE

Bank customers no longer need to visit the bank to conduct financial

transactions because electronic banking enables consumers to access their funds
electronically. Customers currently utilize the internet for everyday tasks,
making digital banking more accessible and convenient.

Other terms for electronic banking include virtual banking, online

banking, internet banking, and e-banking. Electronic banking refers to the
delivery of various financial goods and services through an electronic and
telecommunications network. Additionally, with e-banking, a client can
effortlessly access his bank account and conduct transactions via his computer
or smart phone.

9
1.3 COMPANY PROFILE

Internet-based banking, which is a kind of electronic banking, is mainly

done online. The phrase “transactional e-banking” is typically employed to
distinguish the utilization of financial services from the mere exchange of data.
Simply put, value electronic payments, electronic delivery of wholesale banking
services, and the supply of services via electronic banking channels are all
included in the scope of electronic banking, or e-banking. These days, banks
provide a wide range of services on their websites. The banks provide
customers with information about their goods and services through these
services. In addition to this, some banks also accept and respond to email
inquiries.

Secondly, banks let their clients apply for various services, check
account balances, and submit instructions. Nevertheless, banks forbid their
clients from carrying any funds. Additionally, banks let their clients use their
accounts to pay bills, transfer money, buy and redeem securities, and other
activities.

1.4 OBJECTIVES OF TH STUDY

❖ To determine the elements impacting the adoption and usage ofE-

Banking in singampunari.
❖ To determine the degree of client satisfaction with E-Banking.
❖ To research the effects of the banking industry’s E-Banking services.
❖ To determine the issue with E-Banking.
❖ To understand the purpose of using E-Banking.

1.5 SCOPE OF THE STUDY

The study helps determining the extent to which clients utilize

contemporary banking services. The study expands and fosters a growing
relationship with the clients through current services. Customers now expect
banking services to be available around-the-clock. Due to the increasing use of
10
internet technology in the modern day, the banking industry has completely
transformed. Nowadays, electronic banking services are essential to every facet
of the economy; import, export, and the buying and selling items. All
consumers now can operate beyond geographical limits thanks to E-banking.

The banking industry’s demand for efficiency, accessibility, and security

drives the ongoing evolution of e-banking reach. As technology develops e-
banking is anticipated to grow into new markets, providing clients with more
advanced and creative financial options.

The purpose of the study is to better understand online banking and the
effect that the COVID-19 pandemic has had and continues to have on this
service. Additionally, the study aims to determine consumer knowledge of and
preferences for online banking.

1.6 NEEDS FOR THE STUDY

In the current globalized world, technology is used everywhere.

Technology is a significant factor in the banking industry as well. Fund
transfers are simple for clients who use online banking services. Convenience
(24/7), user-friendliness, safety, and security are guaranteed. People are mostly
made aware of e-banking by advertisements, such as those found in newspaper,
on television, in notices, etc. E-banking is seen as a potent instrument for
business promotion there. Therefore, the researcher tried to determine how
much the customers knew about online banking.

The bank needs to have adequate infrastructure and data backup

schedules. It is essential to thoroughly verify security infrastructure before
utilizing systems and applications for regular operations. Banks should update
their systems on a regular to the latest versions, offering increased control and
protection. With a 15% loan margin, SBI provides education loans up to INR 30
lakhs for overseas study. Up to 2% of the loan interest rate will be applied to the
current SBI base rate. In addition, the loan repayment period varies from one
year to fifteen years. Bank Axis Study loans abroad are available from Axis
Bank at affordable interest rates.

11
1.7 LIMITATION OF THE STUDY

Every study project has limitations, and this one is no different. Study
limitations are outlined. It is as follows,

• Only 110 responders, or the sample size, were selected from the
population.
• The study examined a small number of online bankers.
• The outcome is entirely dependent on the information provided by
online banking users.
• The research only revealed a small number of users’ experiences and
perceptions of online banking.

It cannot be generalized and is not relevant to any other location. Many people
avoid using net banking because they believe it costs more than the traditional
approach to handling bank transactions.

12
 CHAPTER-2
REVIEW OF LITARETURE
2.1 REVIEW OF LITARETURE

A. Hassan, M. Baten, A. Kamil, S. Parveen, (2010) Researchers stress

that security, trust, and privacy concerns have been identified as being of utmost
importance from the perspective of the consumer with regard to the adoption of
online banking. The ability to conduct an account at any bank branch, regardless
of the account’s original branch, has become a fundamental customer right, with
online and real-time banking services becoming available to everybody.

P. Sikdar, M. Makkad, (2013) Researchers examined the advantages and

disadvantages of Internet banking in India in this study. They concluded that, in
the long run, commercial banking operations can be greatly streamlined by
reducing the number of branch-based customer interactions and enabling banks
to concentrate on coordinating offerings and other activities that demand more
attention from commercial bank.

C S. Shruthi, S. Sahayaselvi, (2015) the internet forms the basis of

today’s world. Because e-marketing has transformed both the market and
consumer minds, it is difficult for customers to picture their lives without the
internet. They can access information on anything at any time by browsing the
internet. Today, businesses throughout the world know that “the customers are
not the ruler, but they are the soul mate.”2015

A .Gomathi, (2017) additionally, it was mentioned that, in these regards,

private sector bank clients are at a higher level than those of public sector
banks. Thus, it has been determined that public sector banks need to be more
committed to net banking and have a better grasp of the demands of their
clients. The banks in both industries should continue to use efficient e-banking
procedures at the same time.

13
Dr. Viral Bhatt, Faraana Kureshi, (2018) after analyzing the variables
that influenced consumers’ propensity for online banking, researchers found
that nearly 50% of bank clients had converted to these platforms because they
believed they offered greater security, privacy, and utility. The following are
some of the dimensions of electronic service quality that researchers have
identified: friendly and responsive customer service, targeted customer service,
good queue management, accessibility and reliability, accurate and convenient
electronic banking operations, and good personalization of services.

Dr. Viral Bhatt, Faraana Kureshi, (2018) Since using online services is
more expensive than using offline services, customers’ satisfaction with
convenience and service quality have a direct impact on the use of online
services. However, their investigation of internet banking user happiness found
that usability, responsiveness, security, ease of use, and tangible aspects all
contributed to users’ pleasure. From a customer perspective, security, trust, and
privacy concerns are deemed to be of utmost importance when it comes to the
adoption of online banking.

Ms. P. Sountharya, Dr. Karunanithi, (2019) Banking operations have

undergone a paradigm shift as a result of enormous technological advancements
and the increasing infiltration of information technology. Technology has
become a critical tool for banks to increase production, profitability, operational
control, and efficiency.

Wan Nur Syafinasjaafer, (2020) the conventional definition of customer

contentment is the reaction a customer gets after utilizing a good or service.
Measures of customer satisfaction include repeat business for goods and
services. The likelihood of a client making another purchase rises with their
level of satisfaction with a product or service. Researchers have been interested
in the banking industry’s customer satisfaction for a long time, and studies on
the various facets of banking services have been carried out globally.

14
Shrestha, deepanjal, (2020) Three elements make up attitudes: knowledge
or cognitive, affect and feeling, and behavioral and cognitive. Customer attitude
reduces perceived risk, which boosts confidence and has a significant impact on
users’ willingness to participate in the exchange of money and private, sensitive
information online, hence promoting the use of internet banking. Additionally,
consumers are given more time and accessibility through the self-assisted
channels that allow them to access banking services via public wireless Internet.

B. Shanmugapriya, Dr.A.S. Lakshmi rani, (2021) Social quality that

is a component of the framework of human perception is called attitude. It is the
enduring organization of a person’s thoughts, emotions, and inclinations. The
extension of measurement used to place responders on a continuum is called
scaling.

B. Shanmugapriya, Dr.A. S.Lakshmi rani, (2021)Researchers

examine the variables that influence postgraduate students’ use of online
banking services and come to the conclusion that some of them are reluctant to
utilize them due to concerns about security, ignorance, and technical issues. The
majority of users are really pleased with how convenient and satisfying the
service.

Christina DUHNEA, Georgiana-loredana SCHIPOR, (2021)

Researchers show that while price does not seem to affect the likelihood of
switching, trust, transparency, and financial competence play a major role in
explaining why German households choose to stick with Fin Techs over
traditional banks. The primary tenet of the investigation into Romanian
students’ opinions of digital banking services is the authors’ claim that
“younger people have a greater affinity for digital innovations.”

N. Vivek, Dr. S. C. B. Samuel Anbu Selvam, (2021) The study’s

authors discovered that while the majority of respondents were from
metropolitan areas, fewer people in rural and semi-urban areas were aware of
15
this. They also discovered that socioeconomic and demographic factors are
related. Salaried individuals are far more aware than corporate people, and
private employees are more receptive. They came to the conclusion that private
banks are crucial to the public’s adoption of digital payments.

Dixita Nagar, Dr. Viral Bhatt, (2021) Customer satisfaction with mobile
banking services was the main focus of the survey. The study was able to
determine how satisfied consumers were with mobile banking. The
aforementioned reviews have instilled optimism in the minds of many
customers, as mobile banking delivers speedier services and its information is
easily understood. With mobile banking, transferring money and checking your
balance are both simple processes. In the end, this report discovered that the
client had a problem with mobile banking services as a network and requested a
fix. Therefore, this study suggests that banks should train staff and raise
knowledge of technical issues so that more clients will use mobile banking
services.

16
 CHAPTER – 3
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY

3.1 METHODOLOGY

The term “research methodology” pertains to the methodical aspects of a

particular research study. It concerns the systematic ways in which a researcher
plans a study to guarantee accurate and trustworthy outcomes that meet the
goals and objectives of the investigation.

3.2RESEARCH DESIGN

The method of selecting a sample, or sample style, as it is commonly

known, should be decided by the man of science. Samples might be non-
probability samples or chance samples. We employed non- probability samples
in our investigation.

3.3 SOURCES OF DATA COLLECTION

The study’s necessary data was gathered from primary and secondary sources.

➢ PRIMARY DATA: The primary method for gathering primary data is the
questionnaire. The questionnaire has been methodically created with
sufficient and pertinent questions addressing every facet of the research.
It is the most widely utilized methodology in various business and
economic surveys.
➢ SECONDARY DATA: The background information for this study was
gathered from various sources, including books, journals, websites, and
other relevant research projects.

17
3.4 AREA OF STUDY

This study has only been conducted in the singampunari town .

3.5 SAMPLE SIZE

Convenience sampling techniques were used to choose a sample size of

110 respondents for the study.

3.6 SAMPLING METHOD

The method of selecting a sample, or what is commonly known as

sample style, should be decided by the man of science. Samples might be non
probability samples or chance samples. We employed non- probability samples
in this investigation.

3.7 PERIOD OF STUDY

This is a one-time study, meaning that it will only be undertaken once,

and the project will be based on the results obtained over a predetermined
period. The study time for the approximately 30-day project is determined by
the data gathered from the 110 participants.

3.8 HYPOTHESIS OF STUDY

Hypotheses are usually considered the primary tool in analysis. Their

primary function is to recommend fresh observations and experiments. There
are two different kinds of hypotheses: alternative hypotheses and null
hypotheses. Since there is no meaningful correlation between the specified
components, we evaluated the null hypothesis in our investigation.

18
3.9 SATISTICAL TOOLS USED

The data was analyzed and interpreted using the following statistical tools:

➢ percentage analysis
➢ (ANOVA) or analysis of variance – one way

3.10 STRUCTURE OF THE QUESTIONNAIRE

The questionnaire has an easy-to-understand format. The participants

can easily and quickly answer the questionnaire without experiencing any
difficulty or delay. I created the questionnaire, using broad inquiries for the
main subject, and prepared the questions and response options. The following is
the format of the questionnaire used for this project.

3.11 STATEMENT OF THE PROBLEM

Traditional banking was the only option for customers who wanted to
conduct any banking transaction. This meant that they had to physically go to
the bank to make money transfer, withdrawals, deposits, and so on. However,
with the emergence of electronic banking, customers can now enjoy a various
services. These services include internet banking, automated teller machines
(ATMs), debit/credit cards, e-cheques, smartcards, RTGS, NEFT, and more.
Electronic banking services enable customers to manage their bank accounts
smoothly and efficiently. They can verify the balance of their accounts, transfer
money, and perform other transactions without having to visit the bank in
person.

19
 CHAPTER – 4
DATA ANALYSIS AND
INTERPRETATION
Below is the data analysis and interpretation of the questionnaire that I
conducted.

4.1 PERCENTAGE ANALYSIS

Table No 4.1
Q: Age of the respondents.

S.NO AGE NO.OF PERCENTAGE

RESPONDENTS
1 Below 21 15 13.6%
2 21-31 40 36.4%
3 31-41 30 27.3%
4 Above 41 25 22.7%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 13.6% of the respondents are of age group below
21, 36.4% belong to age group 21-31, 27.3% belong to the age group 31-41 and
22.7% belong to the age group above 41.

Chart No 4.1

age of respondents
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Below 21 21-31 31-41 Above 41

20
Inference
The majority, 36.4%of the respondents, is in the 21-31 age groups.

Table No 4.2
Q: Gender of the respondents.

S.NO PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
1 Male 30 27.3%
2 Female 80 72.7%
Total 110 100%
Source: primary data

Interpretation
The above table shows that 27.3% of the respondents are male and 54.1% of the
respondents are female.

Chart No 4.2

gender of the respondents

80.00%

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
male female

21
Inference
The majority, 72.7% of the respondents of my questionnaire are female.

Table No 4.3
Q: Occupation of the respondents.

S.NO OCCUPATION NO.OF PERCENTAGE

RESPONDENTS
1 Government 20 18.2%
employee
2 student 45 40.9%
3 business 10 9.1%
4 Private sector 15 13.6%
5 others 20 18.2%
Total 110 100%
Source: primary data

Interpretation
From above the table, it is interpreted that 18.2% of the respondents are
government employees, 22.7% of the respondents are students, 9.1% of the
respondents are business, 13.6% of the respondents are private sector, and
36.4% of the respondents are doing other work.

Chart No 4.3

occupation of respondents
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
govt. students business private sec. others

22
Inference
The majority, 40.9%of the respondents, are students.

Table No 4.4
Q: Income level of respondents.

S.NO OPTION NO.OF PERCENTAGE

RESPONDENTS
1 Below 50000 thousand 50 45.4%
2 Rs.50000 to Rs.1Lakh 30 27.3%
3 Rs.1Lakh to Rs.2Lakh 20 18.2%
4 Above Rs.2Lakh 10 9.1%
Total 110 100%
Source: primary data

Interpretation
From the above table, it is interpreted that 45.4% of the respondent’s income
below 50000 thousands, 27.3% of the respondent’s income level Rs.50000 to
Rs.1Lakh, and 18.2% of the respondent’s income level Rs.1Lakh to Rs.2Lakh,
9.1% of the respondent’s income level above Rs.2Lakh.

Chart No 4.4

50.00%
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
below 50000 Rs.50000 to 1 lakh 1 lakh to 2 lakh
thousand

23
Inference
The majority, 45.4 of the respondents, have annual income below Rs.50000
thousand.

Table No 4.5
Q: How long you have account with the bank?

S.NO OPTION NO.OF PERCENTAGE

RESPONDENTS
1 Below 1 year 30 27.3%
2 1-3 year 25 22.7%
3 3-5 year 33 30%
4 Above 5 year 22 20%
Total 110 100%
Source: primary data

Interpretation
From the above table, it is interpreted that 27.3% of the respondents are below 1
year, 22.7% of the respondents are 1-3 years, 30% of the respondents are 3-5
years, 20% of the respondents are above 5 years have account in bank.

Chart No 4.5

how long account in bank

45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
below 1 year 1-3 years 3-5 years above 5 years

24
Inference
The majority, 39.1% of the respondents is 3-5 years old and has bank accounts.

Table No 4.6
Q: What type of account you have in the bank?

S.NO OPTION NO.OF PERCENTAGE

RESPONDENT
1 Savings a/c 80 72.7%
2 Cash credit 10 9.1%
3 Current a/c 20 18.2%
4 Term deposit - -
5 Others - -
Total 110 100%
Source: primary data

Interpretation
The above table shows that 72.7% of the respondents are using savings account,
9.1% of the respondents are using cash credit, and 18.2% of the respondents are
using current account.

Chart No 4.6

Types of account have in bank

18.20%
savings a/c
cash credit
9.10%
current a/c
term deposit
72.70% others

25
Inference
The majority, 72.7% of the respondents are using saving account.

Table No 4.7
Q: Which is the more convenient method for the bank?

S.NO OPTION NO.OF PERCENTAGE

RESPONDENTS
1 Branch banking 22 20%
2 Mobile banking 58 52.7%
3 Internet banking 10 9.1%
4 ATM 30 27.2%
Total 110 100%
Source: primary data

Interpretation
The above table shows that 20% of the respondents are using branch banking,
52.7% of the respondents are using mobile banking, 9.1% of the respondents are
using internet banking, and 27.2% of the respondents are using ATM.

Chart No 4.7

convenient way for bank

60%

50%

40%

30%

20%

10%

0%
branch banking mobile banking internet banking ATM

26
Inference
The majority, 52.7% of the respondents are using mobile banking.

Table No 4.8
Q: Are familiar with electronic banking services.

S.NO OPTION NO.OF PERCENTAGE

RESPONDENTS
1 Yes 85 77.3%
2 No 25 22.7%
Total 110 100%
Source: primary data

Interpretation
The above table shows that 77.3% of the respondents said yes, 22.7% of the
respondents said no.

Chart No 4.8

respondents familiar to e-banking

22.70%

yes

no

77.30%

27
Inference
The majority 77.3% of the respondents are saying yes.

Table No 4.9
Q: What is the reason for not using internet banking?

S.NO OPTION NO. OF PERCENTAGE

RESPONDENTS
1 Fear to security 30 27.3%
2 Lack of information 20 18.2%
3 Confusing 35 31.8%
4 Others 25 22.7%
Total 110 100%
Source: primary data

Interpretation
From the above table, it is interpreted that 27.3% of the respondents are not
using internet banking because of fear of security, 18.2% of the respondents are
not using internet banking because of the reason for lack of information, 31.8%
of the respondents are not using internet banking the reason for confusing,
22.7% of the respondents are not using internet banking for other reasons.

Chart No 4.9

Reason for not using internet banking

22.70%
27.30%

fear to security
lack of information
31.80% 18.20% confusing
others

28
Inference
The majority, 31.8% of the respondents are not using the internet banking, the
reason for confusing.

Table No 4.10
Q: State the reason for your satisfaction with the internet banking services.

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 No need to visit bank 20 18.2%
2 Fast transaction 40 36.4%
3 Savings time 24 21.8%
4 Cheap and best 26 23.6%
Total 110 100%
Source: primary data

Interpretation
From the above table, it is interpreted that 18.2% of the respondents are
satisfied with no visit to the bank, 36.4% of the respondents are satisfied with
fast transaction, 21.8% of the respondents are satisfied with savings time, and
23.67% of the respondents are satisfied with cheap and best.

Chart No 4.10

respondents satisfaction with internet

banking
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
no need to visit bank fast transaction saving time cheap and best

29
Inference
The majority, 36.4% of the respondents are satisfied with saving time.

Table No 4.11
Q: Are you having trouble with registering for internet banking.

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Yes 30 27.3%
2 No 80 72.7%
Total 110 100%
Source: primary data

Interpretation
The above table shows that 27.3% of the respondents said yes, 72.7% of the
respondents said no.

Chart No 4.11

respondents having trouble with registering

for internet banking

27.30%

yes
no

72.70%

30
Inference
The majority, 72.7% of the respondents said no.

Table No 4.12
Q: Customers can easily access internet banking services at anytime and from
anywhere.

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Strongly agree 30 27.3%
2 Agree 50 45.5%
3 Neutral 15 13.6%
4 Disagree 10 9.1%
5 Strongly disagree 5 4.5%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 27.3% of the respondents are strongly agree,
45.4% of the respondents are agree, 13.6% of the respondents are neutral, 9.1%
of the respondents are disagree, 4.5%% of the respondents are strongly disagree.

Chart No 4.12
respondents can access internet banking at
anytime and anywhere
50.00%
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
strongly agree agree neutral disagree strongly agree

31
Inference
The majority, 45.4% of the respondents agree.

Table No 4.13
Q: Internet banking transactions are user-friendly and easy to use for you?

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Strongly agree 22 20%
2 Agree 68 61.8%
3 Neutral 8 7.3%
4 Disagree 7 6.4%
5 Strongly disagree 5 4.5%
Total 110 100%
Source: primary data

Interpretation
The above table shows that 20% of the respondents are strongly agree, 61.8% of
the respondents are agree, 7.3% of the respondents are neutral, 6.4% of the
respondents are disagree, 4.5% of the respondents are strongly disagree.

Chart No 4.13

internet banking services are user-friendly

70%

60%

50%

40%

30%

20%

10%

0%
strongly agree agree neutral disagree strongly agree

32
Inference
The majority, 61.8% of the respondents agree.

Table No 4.14
Q: How frequently do you utilize electronic banking services?

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Regularly 58 52.8%
2 Often 22 20%
3 Rarely 25 22.7%
4 Sometimes 5 4.5%
Total 110 100%
Source: primary data

Interpretation
The above table shows that 52.8% of the respondents are using regularly, 20%
of the respondents are using often, 22.7% of the respondents are using rarely,
4.5% of the respondents are using sometimes.

Chart No 4.14

respondents frequently using electronic

banking
60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
regularly often rarely sometimes

33
Inference
The majority, 52.8% of the respondents use it regularly.

TABLE NO 4.15
Q: How did you learn about the e-banking services?

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 From bank 20 18.2%
2 From family 25 22.7%
3 From advertisement 15 13.6%
4 From friend 35 31.8%
5 others 15 13.6%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 18.2% of the respondents are learn from bank,
22.7% of the respondents are learn from family, 13.6% of the respondents are
learn from advertisement, 31.8% of the respondents are learn from friends,
13.6% of the respondents are learn from others.

Chart No 4.15

how respondents know about e-banking

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%
from bank from family from ad from friend others

34
Inference
The majority, 31.8% of the respondents are learning about from friends.

Table No 4.16
Q: What is your level of satisfaction with internet banking?

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Very satisfaction 40 36.4%
2 Satisfaction 40 36.4%
3 Dissatisfaction 25 22.7%
4 Very dissatisfaction 5 4.5%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 36.4 of the respondents are very satisfaction,
36.4% of the respondents are satisfaction, 22.7% of the respondents are
dissatisfaction, and 4.5% of the respondents are dissatisfaction with internet
banking.

Chart No 4.16

Respondents satisfaction level of internet

banking
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
very satisfaction satisfaction dissatisfaction very dissatisfaction

35
Inference
The majority, 36.4% of the respondents are very satisfaction with internet
banking.

Table No 4.17
Q: Internet banking ensures the security of customer’s personal information.

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Strongly agree 45 40.9%
2 Agree 35 31.8%
3 Neutral 12 10.9%
4 Disagree 10 9.1%
5 Strongly disagree 8 7.3%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 40.9% of the respondents are strongly agree,
31.8% of the respondents are agree, 10.9% of the respondents are neutral, 9.1%
of the respondents are disagree, 7.3% of the respondents are strongly disagree.

Chart No 4.17

security of customer's personal

45.00% information
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
strongly agree agree neutral disagree strongly agree

36
Inference
The majority, 40.9% of the respondents are strongly agreed.

Table No 4.18
Q: Have you ever experienced any privacy issues while using internet banking.

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Yes 10 9.1%
2 No 90 81.8%
3 Sometimes 10 9.1%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 9.1% of the respondents said yes, 81.8% of the
respondents said no, 9.1% of the respondents said sometimes.

Chart No 4.18

privacy issues while using internet banking

9.10% 9.10%

yes
no
sometimes

81.80%

37
Inference
The majority, 81.8% of the respondents said no.

Table No 4.19
Q: What is your opinion on the quality of service provided by internet banking?

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Good service quality 50 45.4%
2 Service quality to be 40 36.4%
improved
3 Worst service quality 20 18.2%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 45.4% of the respondents said good service
quality, 36.4% of the respondents said services quality to be improved, 18.2%
of the respondents said worst service quality.

Chart No 4.19

Respondents opinion on the service quality

18.20%
45.40%
good service quality
service quality to be improved
36.40%
worst service quality

38
Inference
The majority, 45.4% of the respondents said good service quality.

Table No 4.20
Q: How would you rate your overall experience with internet banking?

S.NO OPTION NO OF PERCENTAGE

RESPONDENTS
1 Very good 30 27.3%
2 Good 50 45.4%
3 Not good 20 18.2%
4 worst 10 9.1%
Total 110 100%
Source: primary data

Interpretation
The above table interprets that 27.3% of the respondent are saying very good,
45.4% of the respondents are saying good, 18.2% of the respondents are says
not good, 9.1% of the respondents are saying worst.

Chart No 4.20
Respondents rate overall experience eith
internet banking
50.00%
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
very good good not good worst

39
Inference
The majority, 45.4% of the respondents are saying well for internet banking.

HYPOTHESIS TESTING
Correlation

Satisfaction Procedure
Person correlation 1 0.274”
Satisfaction
Signification(2- 0.006
tailed)

N 110 110

Person correlation 1
0.274”
Procedure Signification(2-
tailed) 0.006

N 110 110

Correlation is significant at the 0.01 level.

Interpretation
It is interpreted that the association between the satisfaction level and the
service procedure, with a significant value of 0.006, below the significant level
of 0.05. It means there is a relation between satisfaction level and service
procedure.

40
 CHAPTER-5
FINDINGS, SUGGESTIONS,
CONCLUSION
5.1 FINDINGS

➢ The majority, 36.4%of the respondents, is in the 21-31 age groups.

➢ The majority, 72.7% of the respondents to my questionnaire are

female.

➢ The majority, 40.9%of the respondents, are students.

➢ The majority, 45.4 of the respondents, have annual income below

Rs.50000 thousand.

➢ The majority, 39.1% of the respondents is 3-5 years old and has bank
accounts.

➢ The majority, 72.7% of the respondents, are using saving account.

➢ The majority, 52.7% of the respondents, using mobile banking.

➢ The majority, 77.3% of the respondents are saying yes.

➢ The majority, 31.8% of the respondents are not using the internet
banking, the reason for confusing.

➢ The majority, 36.4% of the respondents, are satisfied with saving time.

➢ The majority, 72.7% of the respondents are saying no.

➢ The majority, 45.4% of the respondents, agree.

➢ The majority, 61.8% of the respondents, agree.

➢ The majority, 52.8% of the respondents, use it regularly.

➢ The majority, 31.8% of the respondents, are learning about from

friends.

41
 ➢ The majority, 36.4% of the respondents, are very satisfied with
internet banking.

➢ The majority, 40.9% of the respondents, strongly agreed.

➢ The majority, 81.8% of the respondents are saying no.

➢ The majority, 45.4% of the respondents, are saying good service

quality.

➢ The majority, 45.4% of the respondents are saying well for internet
banking.

5.2 SUGGESTIONS

Banks can set sufficient rules to protect online banking customers’

data.

According to the study’s analysis, most users experience user-

friendly online banking websites, but they also encounter the “server busy”
issue. Banks can then implement the necessary fixes to fix the issues with
their online banking website.

Banks can take appropriate measures to inform their clientele about

fraudulent assaults and offer guidance on protecting them.

Most respondents to the study’s analysis stated that banks raise the
quality of their services.

Banks can regularly poll their clients to learn about their interests and
requirement and then personalize services to meet those demands.

Banks must remedy the problems if a consumer encounters an online

banking problem.

Banks can educate people in remote areas on the advantages and uses
of internet banking.

42
 Older people are reluctant to embrace change and unprepared to take
on new responsibilities. Banks can educate customers and develop various
strategies to lessen their modern mindset when it comes to using online
banking

Banks may accelerate delivery or response times as more clients use

internet banking services.

According to the study’s analysis, banks implement suitable measures

to gain their clients’ trust in online banking, resulting in the customers’ quick
adoption, acceptance and utilization of the service.

5.3 LIMITATION OF THE STUDY

Every study project has limitations, and this one is no different. Study
limitations are outlined. It is as follows,

• Only 110 responders, or the sample size, were selected from the
population.
• The study examined a small number of online bankers.
• The outcome is entirely dependent on the information provided by
online banking users.
• The research only revealed a small number of users’ experiences and
perceptions of online banking.

It cannot be generalized and is not relevant to any other location. Many

people avoid using net banking because they believe it costs more than using
the traditional approach to handling bank transactions.

43
5.4 CONCLUSION

Customers can benefit from electronic banking technologies like banks

and other businesses. E-banking can be utilized ethically to improve banks’
efficiency, safety, honesty, and quality of service. The findings show no
discernible relationship between the degree of customer satisfaction and
personal characteristics such as age, occupation, yearly income, and the
category of bank selected. Furthermore, there is no discernible correlation
between the issues with e-banking services and individual characteristics such
as age, occupation, yearly income, and bank type. The study’s findings indicate
that consumers are only utilizing a small number of the many e-banking options
there are offered.

44
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 APPENDIX
Questionnaire
1. Name :
2. Age
a) Below 21
b) 21-31
c) 31-40
d) 41 above
3. Gender
a) Male
b) female
4. occupation
a) government employee
b) students
c) business
d) private sector
e) others
5. annual income
a) below 50000 thousand
b) Rs. 50000 to Rs. 1lakh
c) Rs. 1lakh to Rs. 2lakh
d) Above Rs. 2lakh
6. How long do you have account in the bank?
a) Below 1 year
b) 1-3 years
c) 3-5 years
d) Above 5 years
7. What type of account you have in the bank?
a) Savings a/c
b) Cash credits
c) Current a/c
d) Term deposits
e) Others
8. Which is the more convenient method for the bank?
a) Branch banking
b) Mobile banking
48
 c) Internet banking
d) ATM
9. Are you familiar with internet banking services?
a) Yes
b) No
10.What are the reasons for not using internet banking?
a) Fear to security
b) Lack of information
c) Confusing
d) Others
11.Please state the reason for your satisfaction with the internet banking
services.
a) No need to visit bank
b) Fast transaction
c) Savings time
d) Cheap and best
12.Are you having trouble with registering for internet banking?
a) Yes
b) No
13.Customers can easily access online banking services anytime and from
anywhere.
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree
14.Internet banking transactions are user-friendly and easy to use for you?
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree
15.How frequently do you utilize electronic banking services?
a) Regularly
b) Often
c) Rarely
d) Sometimes
49
16.How did you learn about the e-banking services?
a) From bank
b) From family
c) From advertisement
d) From friend
e) Others
17.What is your level satisfaction with internet banking?
a) Very satisfaction
b) Satisfaction
c) Dissatisfaction
d) Very dissatisfaction
18.Internet banking ensures the security of customer’s personal
information’s.
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree
19.Have you ever experienced any privacy issues while using internet
banking?
a) Yes
b) No
c) Sometimes
20.What is your opinion on the quality of service provided by internet
banking?
a) Good service quality
b) Service quality to be improved
c) Worst service quality
21.How would you rate your overall experience with internet banking?
a) Very good
b) Good
c) Not good
d) Worst

50