A STUDY ON CUSTOMER AWARENESS ON E-BANKING

SERVICES WITH REFERENCE TO SBI NETHIMEDU, SALEM

OBJECTIVE OF THE STUDY:

1. To Study The Democratic Variable Related To The Study.

2. To Identify The Factors Influencing E-Banking Services.

3. To Study In General Choice And Perference Pattern Of Customer.

4.To Analyze And Mersure The Collected Data To Bring Appropriate Findings.

5.To Suggest The Suitable Ways And Means To Enhance The Customer Awareness On E-
Banking Services.

(OR)
OBJECTIVE OF THE STUDY:

 To know the awareness level of E-Banking in SBI.

 To analyze the customer satisfaction level in SBI.

 To know the problems in E-Banking operation faced by customers.

 To know the customers suggestions about new required features.

REVIEW OF THE LITERATURE:

 Sunil Kumar (2015) has done a study on consumer awareness and usage of e-banking
services. The result of this research was found to be that, the consumers are not
frequently using these services but they have strong desire to use these services in future.
The present study is being undertaken to analyze how the banks have been exploring the
feasibility of using mobile phones as an alternative channel of delivery of banking
services
 Dr. Shamsher Singh (2014) Researched on customer perception of e-banking. The
Internet technology is regarded as the most important wave of revolution after the
agricultural and industrial revolution. This paper has examined the adoption and impact
of e-banking among the customers of different banks. The banks in India are racing to use
this latest technology to reduce their operational costs and increase customer base. E-
banking is a term used for performing balance checks, account transactions, payments
etc.
 R. Elavarasi, Dr. S. T. Surulivel (2014) examined that mean age of e-banking users
were mostly men as compared to women. The major finding is that there is an increasing
change in technology world and it leads to improve e-banking services in various banks.
As today’s human life has become machine oriented and they don’t have enough time to
visit bank branch like before. And they could access it anywhere at anytime, if they have
internet connection.
 The vast majority of the banks that avoided Internet banking in the beginning did so
because they simply did not see the benefits of using it. Polatoglu & Kin (2001) state
that the average internet banking transaction costs the institution only one twentieth of
teller transaction.

 On the importance of trainability, Rogers (1983) and Agarwal and Prasad (1998) stated
that potential adopters of new technology, who are allowed to experiment with it, would
feel comfortable with it and thus be more likely to adopt it.
 According to Tan and Teo (2000) if customers are given the chance to try the
innovation, it will minimize certain fears, especially when customers found that mistakes
could be rectified and thus providing a predictable situation. A more rapid diffusion
occurs when consumers can have low-cost or low-risk trial of the service. Internet
banking services are free. The cost and risk to trial are relatively low especially when
Internet access is available from work.
 Abou-Robich, Moutaz (2005)studied how to analyse comfort levels and attitude of users
towards online banking facilities. The findings resulted that there is a correlation between
attitude towards e-banking and feeling of security with regard to their demographic
variables.
 Isern, Jennifer (2008) pointed out that a positive relationship between the level of
financial infrastructure and the level of competition and a negative relationship between
the degree of state ownership in a banking sector and the level of competition.
 Reynolds, John (2007) said that 2006 e-banking technology services industry customer
loyalty survey data results in order to improve marketing resource allocation for
corporate ebanking products and services.
 Huang, Haibo (2005) reveals that the successful introduction electronic money and
ebanking services depends mainly on people acceptance.The major finding is that
although ebanking customers more or less have some common characteristics, they differ
across different types of e-banking services.
 Taft, Jeanette (2007) pointed out that Technology Acceptance Model (TAM) as applied
to a specific type of technology: e-banking.They suggested that e-banking – prior
training, perceived ease of use of e-banking technology.
 Jeon, Kiyong (2014) have said that consumer prefer larger banks in U.S.Because they
has to reduce their transportation cost by way of larger banks have multiple ATM
centre’s across the country.
 Lee, Jihyun (2003) examined that to identify whether customer intention affecting to
use online financial services.The effects of attitude toward behaviour,subjective norm
were examined.Demographic variables were included as control variables.
 Ding, Xin (2007) reveals that consider for research consumer behaviour on internet in the
last years.The findings conclude that customer behaviour from self-service, Service
quality and experience design perspectives.
 Wamalwa, Tom (2006) said that whether internet banking strategies were aligned with
the bank’s core business based or not identified.
 Featherman, MauricioSanchez (2002) studied that perceived risk inhibited consumer
adoption intentions as well as perception of the usability, usefulness of online payment.
 Bayles, MichelleEsther (2004) have said that investigating factor contribute their
decision to bank online, frequency of banking activities.
 Massad, Nelson (2003) contributed at a theoretical level by providing deeper
understanding of the transactions between customers and service providers.
 Yee Yen, Yuen (2011) have said that comparison between factors affecting consumer
acceptance of internet banking services between developed and developing countries.
 Bauer, Keldon.J (2002) examined that bankers and consumers are both interested in the
potential for internet banking. Thefindings show that banks too have been developing
their infrastructure to address what they perceive as a growing demand for online
services.
 Yousafzai, Shumaila Yakub Khan (2005)has said that to develop aconceptual model
that determines how intentions towards the use of internet banking are formed and to
what extent they are related to the actual use of internet banking.
 Ubadineke, Francis.N (2009) indicated that advances in information technology and
telecommunications are resulting in new delivery channels for bank products and services
in the developing countries.
 Nor, KhalilMd (2005) results indicate that the model provides a good understanding of
factors that influence the intention to use internet banking.
 Chen,Lisa(2012) studied that will increase our understanding in
financial,accounting,management of information system,business administration and
decision making related to the adoption of Internet banking in Mainland China.
 Adham, KhairulAkmaliah (2000) indicated that Malaysian banks could be grouped into
two in regard to their reasons for adopting the electronic delivery systems.
 M., Service quality in the banking sector: the impact of technology on service delivery,
(1999) The study investigates role of technology on Australian banking sector and 300
customers were surveyed. The findings suggested that except from convenience/accuracy
and efficiency e banking services did not match with importance rating specified by
customers.
 Jamal, (2002) The study examined key drivers of customer satisfaction using 167
customers and it was found that core and relational performances had influence on
pleasure of bank consumer and were consuming adverse association in-between
consumer proficiency along with consumer gratification. The research provides key
points for the review of next generation of banking.
 Chandar, (2002) Author in his research, inspected association in between qualities of
services and fulfilment of banking consumers for banking domain in the country. Study
results were proved that these factors were autonomous but tightly coupled. These factors
paradigms vary meaningfully in essential facilities, man power, along with methodisation
of provision services, tangibles and public accountability. The research provides key
points for the review of next generation of banking.

 Polatoglu,Ekin (2001) conducted an empirical study to explore consumer acceptance of

Internet banking services in banks . Their study examined both consumer related factors
that may affect the adoption of an innovative or a product such as complexity, perceived
risk and relative advantage of Internet banking comparing to branch banking as well as
organisational factors such as marketing effort . All the variables were found to influence
the adoption. The results suggests that Internet banking only reduces operational cost to
bank but also leads to higher level customer satisfaction.
 Byers and Lederer(2001) in their article entitled “retail bank services strategy”
concluded that it was consumer changing attitudes rather than bank cost structure that
determines the changes in distribution channels; they added that virtual banks can only be
profitable when the segment that prefers electronic media is approximately twice the size
of the segment preferring street banks.
 Raja , Joe (2012) ,”Global e-banking scenario and challenges in banking system – to
explore the various levels of internet banking services provided by banks using secondary
data . it also compares the traditional banking system with net banking, list out various
advantages and the successful security measures adopted by different banks for secured
banking transactions . it also analyses hoe e-banking can be useful for banking industry
during this global financial melt down.