Online Banking
Questionnaire
1. Name:
2. Age: Under 18 18-24 25-34 35-44 45-54 55 and above
3. Gender: Male Female
4. Education: Secondary Higher Secondary Graduation Post Graduation
5. Occupation:
6. Do you use online banking services in India?
Yes No
7. Which bank's online banking platform do you use?
HDFC Bank ICICI Bank Axis Bank SBI Other
8. How satisfied are you with your current online banking experience?
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
9. What devices do you use to access online banking?
Mobile Phone Computer/Laptop Tablet Others
10. How often do you use online banking services in a month?
Daily Weekly Monthly Rarely
11. Which online banking features do you use frequently?
Fund Transfers Bill Payments Account statements Investment Services
Others
12. Do you think online banking is secure?
Yes No
13. What improvements do you think can be made to online banking services in India?
Enhanced Security measures Better User Interface 24/7 Customer Support
More Features
14. Do you use mobile banking apps along with online banking services?
Yes No
15. How convenient do you find online banking compared to traditional banking?
Very Convenient Convenient Inconvenient Very Inconvenient
16. Does online banking save time?
Yes No
17. Which online banking platform do you find most user-friendly?
HDFC Bank ICICI Bank Axis Bank SBI Other
18. What are the main challenges you face while using online banking services?
Technical issues Security concerns Complex processes
Poor customer service
19. What additional features would you like to see in your current online banking platform?
Personalized alerts Budgeting tools Investment services
Mobile check deposit Others
20. How likely are you to switch to another online banking service in the near future?
Very Likely Likely Neutral Unlikely Very Unlikely
Literature review:
1. RAJANNA K. A (2018) in his article titled, Growth of cash less transactions in India challenges
and prospects concluded that after 8th Dec 2016 when Demonetization happened in our country
cashless transaction became necessary for each and every individuals. Digitalization has
changed the entire financial setup of the payments mode. We can control the corruption, black
money, counterfeit currency and terror financing by cashless economy the cashless transaction
can be done by credit cards, debit cards, net banking and the other sources of electronic
payments by giving the best services to its customers.
2. HUSSEIN M.A et al (2018) in their article titled, Effect of internet banking on operational
performance of commercial banks in NakuruCouty Kenya investigated that bank focused theory
and the technology acceptance model was the main focused point. The internet banking is highly
related with operational performance .E Banking is essential for operational performance. Banks
need to invest more in their internet banking to improve it.
3. SATHIYAVANY N et al (2018) in their article titled E banking service qualities, E customer
satisfaction and E loyalty: A Conceptual model wrote that in today’s scenario internet has
become the backbone of any banking system. From the customers point of view it is a time
saving process. In this paper authors describes the e banking service quality, satisfaction and
loyalty in consumer’s opinion. The main purpose is to create an outlay of satisfaction in the
internet banking users. By improving the level of confidence and flexibility can satisfy the
customers.
4. DEVULAPALLI S et al (2017) in their article resulted that before demonetization people were
using e banking in several ways but after that it became mandatory for mass also to adopt and
utilize it fully. In a sample size of 150, only 92 respond in which we got to know the e-banking
habits of Indian population 42% of them using internet banking in a week and followed by
28.3% every single day.
5. AGARWAL M.K (2017) in his article titled , E banking scenario and its impact on customers
satisfaction in India wrote about e banking scenario regarding ATM‟s , credit cards, mobile
banking etc and its effect on customers. The satisfaction level about ATM is very high as
compared to other e banking services. E banking services is still unused by the rural area
customers .bank should design their e banking services as according to the customers comfort.
6. PANDA S.K et al (2017) in their article titled, Customer perception on E banking : An empirical
study on rural banks in the selected districts of Odisha concluded that most of the customers of
rural bank are satisfied with the e banking facilities especially the security and privacy . the
banks particularly the rural banks can appropriate the net banking to a larger extent for the
satisfaction of the customers. This will bring the rural customers as well as the banks to a win
win position.
Objectives of the Study
The main objectives of the study are as follows:
1. To understand the concept of online banking thoroughly.
2. To analyse the importance, functions, advantages, and limitations of online banking.
3. To determine the trend of online banking with the help of primary data.
4. To ascertain the different types of online banking and analyse the rules and
regulations regarding online banking as per the rules and regulations of RBI.
5. To highlight on the security issues of online banking and measures to reduce them
with the help of security control tools.
