Nima s4 Project Org

A STUDY ON ATTITUDE AND USAGE LEVEL OF ONLINE BANKING SERVICE AMONG PROFESSIONALS
1.1 INTRODUCTION
Today banking takes place increasingly. Online financial institutions deliver their services
via various electronic channels and the importance of a traditional branch network has declined.
Online banking allows customers to conduct financial transactions on a secure website operated by
the institutions. To access online banking the customer would go to the financial institution’s
website and enter the online banking facility using the customer number and password. Some
financial institutions have set up additional security steps for access, but there is no consistency in
the approach adopted.
Each financial institution can determine the types of financial transactions which a customer may
transact through online banking, but usually includes obtaining account balances, a list of recent
transactions, electronic bill payments, financing loans and funds transfers between a customer's or
another's accounts.Most banks set limits on the amounts that may be transacted, and other
restrictions. Most banks also enable customers to download copies of bank statements, which can
be printed at the customer's premises (some banks charge a fee for mailing hard copies of bank
statements). Some banks also enable customers to download transactions directly into the
customer's accounting software. The facility may also enable the customer to order a cheque book,
statements, report loss of credit cards, stop payment on a cheque, advice change of address and
other routine actions.
A professional is someone who has complete formal education and training in one or more
professions. The terms also describe the standard of education and training that prepare member of
the profession with the knowledge and skill necessary to perform the role of that professional are
subject to strict codes of conduct enshrining rigorous ethical and moral obligations. This is an
attempt to study the attitude usage level of online banking services among professionals.
1
1.2 STATEMENT OF PROBLEM

Globalization is the buzzword today. It helps to create a global village. It has made the banking
sector highly competitive. Banks find it needed to look at other ways to retail customers. As
customers become more complicated, it becomes imperative for banks to consider the use of
technology to respond to their continuously changing requirements.
The purpose of the study to assess customers' knowledge level of internet banking establish the
level of accessibility of internet services, determine attitude of customers towards internet banking
and assess customer usage of internet banking relatively high. The study will be beneficial to
identify the attitude and usage level of online banking services among professionals.
1.3 SIGNIFICANCE OF STUDY

Internet banking makes the changes in the traditional processing of the bank works.
Customers of the bank moved according to the technology because of their busy schedule of their
work. When non-availability of the banking services in holidays they are moving towards the
internet services to transfer the amount for their purpose. Banking technology spread widely and
influences deeply not only electronic activities of business, households and government but also
varies of people’s daily life. The emergence of internet has a significance impact on the diffusion
of electronic banking with the help of the internet banking is no longer bound to time or
geography. Consumers all over the world have a relatively easy access to their accounts 24 hours
per day, 7 days in a week.
1.4 OBJECTIVES OF THE STUDY

1. To study the awareness of professionals towards online banking services.
2. To evaluate the extent of usage level of online banking services among professionals
3. To evaluate the overall satisfaction level of professionals towards online banking.
4. To evaluate the problems faced by online banking users.
5. To evaluate the growth of usage level of online banking services.
1.5 SCOPE OF THE STUDY
The present study has been confined to Nilambur taluk in Malappuram district of Kerala. The study
examines the extend of the usage level and problems faced by online banking users. It also
ascertains the overall satisfaction level of professionals towards online banking. So, the study plays
very important role in nowadays.
2
1.6 HYPOTHESIS
1. H0: There is no significant difference between awareness and security problem of online banking
services.
H1: There is significant difference between awareness and security problem of online banking
services
2. Ho =Gender and online banking habits are independent

H1=Gender and online banking habits are not independent
1.7 METHODOLOGY AND DATA COLLECTION

The research methodology incorporated for carrying out the study is a descriptive one based on
both primary and secondary data obtained through pretested questionnaires.
1.7.1 TYPES OF RESEARCH STUDY

v PRIMARY DATA: Primary data for the study was collected through direct personal interview
of different internet banking users and by using pretested questionnaires.
v SECONDARY DATA: The study had made use of secondary data from various sources like
journals and magazines on the banking and various websites.
1.7.2 SAMPLE DESIGN WITH AREA OF STUDY

The type of sampling used in this study is convenience sampling. The number of samples
taken for the study is 120. They are taken randomly from the total customers of internet banking.
The study was conducted in Nilambur taluk.
1.7.3 SAMPLING METHOD
Convenient methods are used for the data collection.
1.8 TOOLS AND TECHNIQUES USED FOR THE STUDY

Structured questionnaire are used for the data collection.
1.8.1 PRESENTATION TOOL

The presentation tools used in representing the collected and analysed data are:
1. Tables
2. Charts
3. Graph
1.8.2 TOOLS FOR ANALYSIS

The statistical tools used for the study and analysis of the collected data and for it interpretation is
as follows:
3
a. Percentages
b. Anova
c. Correlation
d. Chi-Square
1.9 PERIOD OF STUDY
The study was conducted for a period of 21 days
1.10 LIMITATION OF THE STUDY

Ø The main limitation of the study is time factor.
Ø The respondents are selected on convenience sampling so the sampling errors bound to
occur.
Ø Measurement of the qualitative variable is difficult.
Ø Lack of commitment from the respondents.
Ø The inadequacy of the researchers experience also have influenced the study
1.11 CHAPTER PLAN

The project is logically divided in to five chapters:
CHAPTER ONE is an introduction, which gives a broad outline of the study through various
heads as statement of problem, objectives of the study significance of the study, the research
methodology used analysis, type of data used, tools applied, sample design and also limitations of
the study.
CHAPTER TWO include the review of literature.
CHAPTER THREE discusses the theoretical frame work.
CHAPTER FOUR include the analysis and interpretation of thedataand its presentation.
CHAPTER FIVE contains summary, suggestions, and conclusions of the
4
2.1 LITERATURE REVIEW
Literature review is a text of scholarly paper which includes the current knowledge including
substantive findings as well as theoretical and methodological contributions to a particular topic.
Literature reviews are secondary sources, and do not report a new or original experimental work.
Most often associated with the academic oriented literature, such reviews are found in academic
journals and are not to be confused with book reviews are a basis for research in nearly every
academic field. A narrow scope literature review may be included as part of a peer reviewed
journal article for presenting new research, serving to situate the current study within the body of
the relevant literature and to provide context for the reader.
SELVAM AND NANJAPPA (2011): In their study, examined customers awareness and
satisfaction about e-banking on the basis of demographic profile of the internet banking users. It
was found that the awareness level of college level of education group respondents was high as
compared to other educational groups. The study revealed that the awareness level of income group
above ten thousand per month was high as compared to other income groups. It was also found that
there was a significant difference between small and large size families as regard the satisfaction
level of respondents.
K. GUNASHEKARAN (2011); He makes empirical investigation of e- banking from bank

customer perspective. The aim of the study is to evaluate the adoption of e-banking or internet
banking services provided by bank among customers and ascertains the usefulness or benefits of e-
banking or internet banking services in Indian context. In his research he finds the internet banking
is important for bank customers and at the same time the importance of internet banking is
significantly related to their age,education, occupation, and income. And also find there is
significant difference in the extent of services as by both public and private sector bank.
ROBIN KAUSHAL (2009): He examined impact of e-banking on operational performance and

services quality of e- banking sector in India. The objective of his study the nature, growth and
extent of electronic banking services in Indian banking sector, to assess the impact of e-banking on
the operations, payment and clearing system in banking sector. The result of the study reveals that
only few respondents had maintained a good relation with banks.
QUERESHIETAL (2008): He studied acceptance of online bank in Pakistan, a developing

country. In Pakistan, the adoption ratio was foundto be very high. There were many banks which
provide internet facilities to customers. The purpose of their research was half of the client shifted
from traditional banking to online banking system. The core reason of this transfer was perceived
of usefulness, security and privacy provided by online banking.
5
SANDEEP KAVTISH (2008). analyzed the security issues, technical issues and consumer
adoption issues. He concluded that internet banking is relatively a new concept in global banking,
and it is passing through into growth phase of its development cycle.
AHMED KALEEM (2008) analyzed the risk of data loss, fraud, legal and security issues and
operational reliability. He concluded that the attributes vary in relation to the personal
characteristics of respondents.
AMIN 2007; He conducted a study on internet banking adoption among young intellectual in
Malaysia. The aim of the study was to study technology acceptance of internet banking among
undergraduate student in Malaysia, using the modified Technology Acceptance Model (TAM) as
the theoretical framework. The results suggest that perceived usefulness, purified case of use,
perceived credibility had significant relationship with behavioral intention.
SRIVASTAVA (2007): Srivastava studied consumer’s perception on usage of internet banking.

The study focused on the factors that drive consumers to use internet banking. How consumers
have accepted internet banking and how to improve the usage rate were also another area of focus.
The research found that if the skills of consumers can be upgraded, consumers will be more willing
to use internet banking. In addition, the study shows that inhibitory factors like thrust, gender,
education, culture, religion, security and price can have only a minimum effect on the consumer
mindset toward internet banking.
D.RAMANI (2007): Analyzed the factors like balance enquiry, cost transaction, and other
services. He said that mobile phone banking benefits the customers as well as bankers. She said
that the bankers should utilize the benefits of technology alternative channels of services available
to convince dissatisfied customers.
GITA RADHAKRISHNA& LEO POINTON (2007): analyzed the risks in internet banking and
frauds in internet banking, authenticity, accuracy and completeness. They concluded that plea
bargaining, amendment of charges, lack of evidences to be prosecuted under the penal code’s
provisions for criminal breach of trust.
VARDHMAN (2007) said online banking: The Need of the Modern Professional- Internet
Banking has been so popular in the countries it has been implemented in so far due to certain
reasons. Online Banking makes the regular transactions for a client
NELSON OLY NDUBISI AND QUEENIE SINTI (2006): This paper examines the determinant
structures of customer’s attitude system characteristics on adoption of internet banking (IB) by
Malaysian bank customers. The research framework links attitudinal constructs such as importance
of IB to customers banking needs, compatibility, complexity, trainability and risk to internet
banking adoption. Moreover, the impact of IB side design characteristic on adoption was also
6
verified. The result of the study reveals that additional factors play a significant role in internet
banking adoption. Moreover, utilitarian orientation of the websites rather than hedonic orientation
has significant influence on adoption.
NDUBISI AND SINTI (2006): He examined consumer attitudes,system’s characteristics and

internet banking adoption in Malaysia. The research framework links attitudinal constructs such as
importance to internet banking needs, complexity, trainability and risk to internet banking
adoption. The result of the study revealed that attitudinal factors play a significant role in internet
banking adoption.
HERNANDEZ AND MASSON (2006): Proposed a new method to investigate adoption of new
technologies and tested the method on internet banking adoption in Brazil. A total of respondent
living in one of the biggest cities in Brazil were sampled for interviewing. Specifically, the result
seems to suggest that intention to use internet banking is influenced solely by people’s beliefs
about internet banking.
ARUNKUMAR AND SARANATHAN (1996): In their study, they examined customers' attitude
and intention towards internet banking. This study was developed to create a deeper understanding
of this assumption. There is a strong association between PEOU and PU. Perceived enjoyment is
the major factor which determines the attitude and intention to use, and this also supported by
Bernadette (1996) and in his research he finds there is no significant difference between age group
and attitude towards internet banking.
7
3.1 BANK
A bank is a financial institution that which accept deposit from the public for the purpose of
lending or investment, repayable on demand or withdrawal by cash, cheque and draft.
3.2 BANKING
Banking can be defined as the business activity of accepting and safe guarding money owned by
other individuals and entities and then lending out this money in order to earn a profit.
3.3 HISTORY OF BANKING

The history of banking begins with the first prototype banks of merchants in the ancient
world, which made grain loans to farmers and traders who carried goods between cities. This began
around 200 BC in Assyria and Babylonia. Later, in ancient Greece and during Roman Empire,
lenders based in temples made loans and add two important innovations: they accepted deposits
and changed money. Archaeology from this period in ancient china and India is also shows
evidence of money lending activity.
Banking in the modern sense of the word, can be traced to medieval and early
Renaissance Italy. To the rich cities in the north such as Florence,Venice, and Genoa. The Bardi
and Peruzzi families dominated banking in 14th century Florence, establishing branches in many
other parts of Europe. Perhaps the most famous Italian bank was the Medical bank, established by
Giovanni Medici in 1397.The position of the Medici’s was eventually taken over by the Fugger’s
and welsers. The oldest bank still in existence is Monte deiPaschi di siena, headquarters in Siena,
Italy, which has been operating continuously since 1472.it is followed by Berenberg Bank of
Hamburg (1590).
The development of banking spread from northern Italy through Europe and a number of
important innovations took place in Amsterdam during the Dutch Republic in the 16 th century and
in the 17th century. During the 20th century, Development in telecommunications and computing
caused major changes to bank’s operations and let banks dramatically increase in size and
geographic spread. The financial crisis of 2007-2008 caused many bank failures including some of
the world’s largest banks, and provoked about bank regulation.
3.4 BANKING IN INDIA

The first bank in India through conservative was established in 1786 .From 1786 till today the
journey of Indian banking system can be segregated into three distinct phases
1. Early phases of Indian banks, from 1786 to 1969

2. Nationalization of banking sector reforms from 1969-1991
3. New phases of Indian banking system with the reforms after 1991
8
PHASE.1
The first bank in India, the general bank of India was set up in 1786. Bank of Hindustan and
Bengal (1809) Bank of Bombay (1840) and the Madras (1843) as Independent unit and called them
presidency banks. These three banks were amalgamated in 1920 and imperial bank of India a bank
of private shareholders mostly Europeans was established Allahabad bank was established
exclusively by Indians in 1865.Punjab National bank was set up in 1894 with head quarter in
Lahore .Between 1906 and 1913, Bank of India, Central bank of India, Bank of Baroda,Canara
bank, Indian bank and bank of Mysore were set up. The Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also experienced periodic failures
between 1913 and 1948 .There were approximately 1100 banks, mostly small .
PHASE.2
The government took major initiatives in banking sector reforms after independence. In 1955 it
nationalized the imperial bank of India and started offering extensive banking facilities, especially
in rural and semi-urban areas. The government constituted the state bank of India to act as the
principal agent of the RBI and to handle banking transactions of the union government and state
government all over the country .Seven banks owned by the princely states were nationalized in
1959 and they became subsidiaries of the State Bank of India. In the second phase of banking
sector reforms seven more banks were nationalized. In the second phase of banking sector reforms,
seven more banks were nationalized in 1980.With this 80%of the banking sector in India came
under the government ownership.
PHASE.3
This phase has introduced many more products and facilities in the banking sector as part of the
reform process. In 1991 under the chairmanship of M.Narasimham, a committee was set up which
worked for the liberalization of banking practices.
Now the country is flooded with foreign banks and their ATM stations. Efforts are being put to
give satisfactory services to the customers. Phone banking and net banking are introduced. The
entire system became more convenient and swift. Time is given importance in all money
transactions.
The financial system of India has shown a great deal of resilience. It is sheltered from crises
triggered by external macroeconomic shocks, which other East Asian countries often suffered. This
is all due to a flexible exchange rate regime, the high foreign exchange reserve, the not yet fully
convertible capital account , and the limited foreign exchange exposure of bank and their
customers.
9
3.5 CURRENT PERIOD

By 2010 banking in India was generally fairly mature in terms of supply predict range and reach
even through reach in rural India still remains a challenge for the private sector and foreign bank .
In terms of quality of assets and capital adequacy, relative to other bank s in comparable economies
in the region. The Reserve bank of stated policy of the bank of Indian rupee is to manage volatility
but without any fixed exchange rate and this has mostly been true.
With the growth in the Indian economy expected to be strong for quite some time especially in its
services sector the demand for banking services, especially retail banking. Mortgages and
investment services are expected to be strong. One may also expect M&As take overs, and asset
sales.
In recent years critics have charged that government owned banks are too aggressive in their
loan recovery effort in connection with housing vehicles and personal loans. There are press
reports that the bank loan recovery efforts have driven defaulting borrowers to suicide.
Currently there are total of 91 commercial banks in India. Out of which, there are 20 Public sector
Banks in India including SBI and other 19 nationalized banks.
3.6 ONLINE BANKING

Online banking (or internet banking or e-banking) allows customers of a financial
institution to conduct financial transaction on a secured website operated by the institution, which
can be retail bank, virtual bank, credited union or building society.
To access a financial institution online banking facility, a customer having personal internet
access must register with the institution for the service and set up some password (under various
names) for customer verification. The password for online banking is normally not the same as for
(telephone banking). Financial institution now routinely allocates customers number (also under
various names).whether or not customers indented to access their online banking facility.
Customer’s numbers are normally not the same as account numbers, because number of accounts
can be linked to the one customer number. The customer will link to the customer number any of
those accounts which the customer controls, which may be cheque, savings, credit card and other
accounts. Customer number will also not be the same as any debit or credit card issued by the
financial institution to the customer.
To access online banking, the customer would go to the financial institution’s website, and enter
the online banking facility using the customer number and password. Some financial institutions
have set up additional security steps for access, but there is no consistency to the approach adopted.
10
3.7 HISTORY OF ONLINE BANKING

The precursor for the modern home online banking services were the distance banking
services over electronic media from the early 1980’s. The term online become popular in the late
80s and referred to the use of a terminal, key board and TV (or monitor) to access the banking
system using a phone line. Home banking can also refer to the use of a numeric keypad to send
tones down a phone line with instructions to the bank. Online services started in New York in 1981
when four of the city’s major banks (City Bank, Chase Manhattan, Chemical and Manufactures
Hanover) offered home banking services using the video text system.
Because of the commercial failure of video text these banking services never become a popular
except in France where the use of video text (Mintel) was subdivided by the telecom provider and
the UK where the Prestel system was used.
The UK’s first home online banking services known as Home link was set up by Bank of
Scotland for customers of the Nottingham Building Society (NBS) IN 1983. The used was based
on the UK’s Prestel view link system and used a computer, such as the BBC Micro, or key board
(Tan data Td 1400) connected to the telephone system and television set. The system allowed on
line viewing of statements, bank transfers and bill payments, In order to make bank transfer and
bill payments a written instruction giving details of the intended recipient had to be sent to the NBS
who set the details up on the home link system. Typical recipient were gas, electricity and
telephone companies and accountwith other banks. Details of payments to be made were in put in
to the NBS system by the account holder via Prestel. A cheque was then sent by NBS to the payee
and an advice giving details of the payment was sent to the account holder. BACS was later used to
transfer the payment directly.
Stanford Federal Credit Union was the first financial institution to offer online internet
banking services to all of its members in October 1994. Today many banks are internet only banks.
Unlike their predecessors, these internet only banks do not maintain brick and mortar bank
branches. Instead they typically differentiate themselves by offering better interest rates and more
extensive online banking features.
3.8 FEATURES OF ONLINE BANKING

1. Check the account statement online.
2. Open a fixed deposit account.
3. Pay utility bills such as water bill, telephone bill and electricity bill.
4. Make merchant payments.
5. Transfer of funds.
6. Order for a cheque book.
7. Buy general insurance
11
8. Recharge prepaid mobile/DTH
3.9 ADVANTAGES OF ONLINE BANKING

• Very convenient
Online banking is a totally easy thing to do. In the comfort of your home or offices, you can do
whatever monetary transactions you wish to do with your bank.
• Unlimited service day and night

The services and various features of your bank are always available seven days a week and 24
hours daily. The most interesting thing here is that everything can happen at just one click of your
mouse.
• No time constrain
Online banking is also stress free because it never closes unlike the traditional banking that has cut-
off- time.
• Easy to access via PC

Using your personnel computer you can easily do various transactions with your bank in view of
your business or any other personal or financial matters.
• Easy way of payment

Bill payment cash can also be handled properly and smartly .Instead of waiting for certain due
dates, you can easily pay all your transactions using your computer and in coordination with your
bank.
3.10 DISADVANTAGES OF INTERNET BANKING

Difficult for beginners
Understanding the usage of internet banking might be difficult for a beginner at the first go.
Though there are some sites which offer a demo on how to use internet banking. But all does not
offer this facility. So a person who is new to internet banking might face some difficulty.
Internet requirement
You cannot access to internet banking if you don’t have an internet connection thus without the
availability of internet access, internet banking may not be useful.
Transaction security
Security of transactions is a big issue. Your account information might get hacked by unauthorized
people over the internet.
12
Securing password
Password security is must. After getting your net banking password do change it and memories it
otherwise your account may be misused by someone who get your password inadvertently.
Another issue
Sometimes it becomes difficult to know whether your transaction was successful or not. It may be
due to the loss of internet connectivity between, or due to a slow connection, or the bank's server is
down.
3.11 SERVICES OFFERED BY ONLINE BANKING

Internet banking account is easy to open and operate. The services offered by banks over
the internet might differ from bank to bank, and from country to country. To know about the
services which your bank is offering always go through the welcome kite that you get at the time of
opening the account. You also get your password for internet banking which you are supposed to
keep with great care for security reasons.
The common internet banking services are:
1. Fund transfer
2. Bill payment service
3. Loan applications
4. Investment services
5. Recharge prepaid phone/DTH
6. Shopping services
7. Ticket booking
3.12 MEANING OF PROFESSIONAL

A professional is a member of a profession. The term also described the standard of
education and training that prepare members of the profession with the knowledge and skill
necessary to perform the role of that profession. In addition, most professionals are subject to strict
codes of conduct enshrining rigorous ethical and moral obligations. A professional’s standards of
practice and ethics for a particular field are typically agreed upon and maintained through widely
recognized professional associations. Some definitions of professional limit this term to those
professions that serves some important aspect of public interest and the general good of society.
In some culture the term is used as shorthand to describe a particular social stratum of well-
educated workers who enjoy considerable work autonomy and who are commonly engaged in
creative and intellectually challenging work.
13
Example of professional
 Accountant
 Teacher
 Doctor
 Lawyer
 Physician
 Electrician
 Librarian
 Photographer
 Plumber
 Electrical Engineer
 Dental Assistant etc..
14
1.1 ANALYSIS AND INTERPRETATION OF THE DATA
Here in 4th chapter the analysis of surveyed data are done in order to find out the attitude and usage
level of online banking services among professionals. To enable the analysis a relevant study
conducted as an empirical work based on primary data collected from 120 samples in Nilambur
taluk. The study itself tried to make a scientific approach towards the subject and also used some
statistical tools some tables and corresponding diagrams based on the surveyed data.
15
DISTRIBUTION OF SAMPLE MEMBERS BY SOCIO-ECONOMIC STATUS
TABLE 4.1
SL.NO STATUS NO OF PERCENTAGE

RESPONDENT
1. AGE
BELOW 30 36 30
30-40 24 20
40-50 40 33
50-60 14 12
ABOVE 60 6 5
TOTAL 120 100
2. GENDER
MALE 76 63
FEMALE 44 37
TOTAL 120 100
3. MARITAL STATUS
MARRIED 98 82
UNMARRIED 22 18
TOTAL 120 100
4. EDUCATIONAL QUALIFICATION
SSLC 20 17
GRADUATE 42 35
POSTGRADUATE 40 33
ABOVE POST GRADUATE 18 15
TOTAL 120 100
5. OCCUPATION
TEACHER 58 48
DOCTOR 6 5
LAWYER 6 5
OTHERS 50 42
TOTAL 120 100
16
6. MONTHLY INCOME
BELOW 20000 34 28
20000-30000 20 17
30000-40000 28 23
40000-50000 22 18
50000 ABOVE 16 13
TOTAL 120 100
(Source: Primary data)
INTERPRETATION
From the above table majority of the respondent are male with 63% and the remaining 37% are
female. About 33% of respondent belongs to the age range of 40-50, 30% belongs to the range of
below 30. About 20% belong to the range of 30-40.12% belongs 50-60 and the remaining 5%
belong to above 60.the educational qualification of 35% respondent are gradute.33% are post
graduate ,17% are SSLC remaining 15% above post graduate. About 48% of the respondents are
teachers, 42% are other professionals, 5% are doctors and the remaining 5% are lawyer. About
82% are married and the remaining 18% are unmarried. About 28% of respondent falls in the
income group of below 20000, 23% belongs to the group of 30000-40000, 18% belongs to 40000-
50000, 17% belongs to 20000-30000 and the remaining 13% belongs to above 50000.
TABLE 4.2
ONLINE BANKING HABIT
17
SL NO OPINION NO OF PERCENTAGE
RESPONDENT
1 YES 112 93
2 NO 8 7
TOTAL 120 100
CHART 4.1
ONLINE BANKING HABIT
PERCENTAGE
7%
YES
NO
93%
INTERPRETATION
The above table shows that 93%of the respondent’s internet banking made life easier and only rest
of the 7% not make any changes.
18
TABLE4.3
INTERNET BANKING MADE LIFE EASIER

SL NO OPINION NO;OF PERCENTAGE
RESPONTENT
1 YES 112 93
2 NO 8 7
TOTAL 120 100
CHART 4.2
INTERNET BANKING MADE LIFE EASIER
7%
YES
NO
93%
4 .2
INTERPRETATION
The above table shows that 93%of the respondent’s internet banking made life easier and only rest
of the 7% not make any changes.
19
TABLE 4.4 :
CONVENIENCE IN INTERNET BANKING FACILITIES AS
COMPARED WITH THE TRADITIONAL BANKING
SL NO BASIS NO;OF PERCENTAGES
RESPONDENT
1 Strongly agree 74 62
2 Agree 46 38
3 Neutral 0 0
4 Disagree 0 0
5 Strongly disagree 0 0
TOTAL 120 100
CHART 4.3
CONVENIENCE IN INTERNET BANKING FACILITIES AS COMPARED

WITH THE TRADITIONAL BANKING
70 PERCENTAGE
60
50
40
30
20
10
0
Strongly Agree Neutral Disagree Strongly
agree disagree
INTERPRETATION
The above table shows that 62%of participants strongly agreed, 38% agreed and no one disagree
that internet banking is convenient in comparison with the traditional banking services.
20
TABLE 4.5
TYPE OF BANK USED BY THE RESPONTENT
SL NO TYPE OF NO OF THE PERCENTAGE
RESPONDENT
BANK
1 SIB 42 35
2 SBI 18 15
3 FEDERAL 46 38
4 OTHERS 14 12
TOTAL 120 100
CHART 4.4
TYPE OF BANK USED BY THE RESPONDENT
12%
35% SOUTH INDIAN BANK
SBI
38%
FEDERAL BANK
15%
OTHERS
INTERPRETATION
The above table shoes that most of the customers are hold account in federal bank (38%).35%are
using online banking services in SIB bank account and 15%are holding account in SBI and
only12%of users hold their account s in other banks.
21
TABLE 4.6
FACTORS MOTIVATES FOR USING ONLINE BANKING SERVICES
FACTORS NO OF RESPONDENTS PERCENTAGE

LESS TIME 40 33
INEXPENSIVE 12 10
GOOD QUALITY 5 4
CONVENIENCE 15 13
SECURITY 8 7
ALL OF THE ABOVE 40 33
TOTAL 120 100
CHART 4.5
FACTORS MOTIVATES FOR USING ONLINE BANKING SERVICES
NO OF RESPONDENTS
INTERPRETATION
From the above table and chart representing 33% of respondents said that using less time for online
banking services and 4% are said that good quality is motivates for using online banking services.
22
TABLE 4.7
USAGE OF DIFFERENT TYPES OF ONLINE BANKING SERVICES
SERVICES ALWA % OFTE % SOMETIM % RAR % NEVE % TOTA

YS N ES E R L
ONLINE 25 2 34 2 42 3 11 9 8 7 120
BILL 1 8 5
PAYMENT
LOAN 0 0 0 0 8 7 30 2 82 6 120
APPLICATI 5 8
ON
INVESTME 8 6 12 1 15 1 24 2 61 5 120
NT 0 3 0 1
ACTIVITY
TICKET 58 4 26 2 21 1 10 8 5 4 120
BOOKING 8 2 8
BALANCE 82 6 20 1 14 1 4 3 0 0 120
CHECKING 8 7 2
FUND 50 4 36 3 22 1 8 7 4 3 120
TRANSFER 2 0 8
CHART 4.6
Usage of different types of online banking

services
80
60
40
20
0
T N TY R
EN IO VI NG NG FE
AT TI KI KI S
A YM IC AC O O E C
AN
P
PP
L T B CH TR
ILL A EN KE
T CE D
E
B
A N TM T IC LAN F UN
LIN LO ES B A
N V
O IN
ALWAYS OFTEN SOMETIMES RARE NEVER
INTERPRETATION
From the above table and chart represents that balance checking (68%) and ticket booking (48%)
are always using online banking services and loan application is the rarely (25%) using online
banking services.
23
TABLE 4.8
SERVICES AND SATISFACTION LEVEL
SERVIC HIGHL % SATIS % MODERA % LESS % DISSATI % TOT

ES Y FIED TELY SATIS SFIED AL
SATIS SATISFIE FIED
FIED D
TRANSF 32 2 36 3 14 1 20 1 18 1 120
ER OF 7 0 2 6 5
FUND
LOAN 12 1 52 4 38 3 10 8 8 7 120
APPLICA 0 3 2
TION
INVEST 14 1 40 3 32 2 18 1 16 1 120
MENT 2 3 7 5 3
ACTIVIT
Y
ONLINE 36 3 38 3 16 1 22 1 8 7 120
SHOPPIN 0 2 3 8
G
TICKET 28 2 38 3 28 2 16 1 10 8 120
BOOKIN 3 2 3 3
G
PAYING 44 3 34 2 16 1 16 1 10 8 120
BILLS 7 8 3 3
CHART. 4.7
SERVICES AND SATISFACTION LEVEL
HIGHLY SATISFIED
SATISFIED MODERATELY SATISFIED
LESS SATISFIED DISSATISFIED
43
37
33
32
32
32
30
30
28
27
27
23
23
18
16
15
15
13
13
13
13
13
12
12
10
8
7
6
5
4
3
2
1
INTERPRETATION
The above graph shows respondents are highly satisfied with paying bills 44(37%), 12(10%)
respondents are least satisfied with loan application.
24
TABLE 4.9
SERVICES AS PER SECURITY NORMS
SERVICES HIGH % SECU % MODERAT % LESS % UNSEC % TOT

LY RE ELY SECU URE AL
SECU SECURE RE
RE
BILL 30 2 58 4 14 1 10 8 8 7 120
PAYMENT 5 8 2
LOAN 20 1 32 2 36 3 18 1 14 1 120
APPLICAT 6 7 0 5 2
ION
INVESTM 14 1 52 4 26 2 14 1 14 1 120
ENT 2 3 2 2 2
ACTIVITY
BALANCE 66 5 22 1 14 1 10 8 8 7 120
CHECKIN 5 8 2
G
TICKET 52 4 38 3 12 1 10 8 8 7 120
BOOKING 3 2 0
FUND 36 3 38 3 16 1 22 1 8 7 120
TRANSFE 0 2 3 8
R
CHART 4.8
SERVICES AS PER SECURITY NORMS
60
40
20
0
HIGHLY SECURE SECURE

MODERATELY SECURE LESS SECURE UNSECURE
INTERPRETATION
From the above chart shows that respondents are highly secure with balance checking (55%) and
ticket booking (43%),12% of respondents are least secured with invest activity.
25
TABLE 4.10
SECURITY PROBLEM OF ONLINE BANKING
PROBLEM ALWA % OFTE % SOMETI % RARE % NEV % TOA

YS N MES LY ER TL
TECHNICAL 18 1 14 1 62 5 16 1 10 8 120
PROBLEM 5 2 2 3
INACCESSIBI 10 8 34 2 32 2 18 1 26 2 120
LITY 8 7 5 2
SLOW 20 1 30 2 40 3 20 1 10 8 120
PROCESSING 7 5 3 7
LACK OF 6 5 20 1 30 2 26 2 38 3 120
PRIVACY 7 5 1 2
MONETARY 6 5 12 1 18 1 30 2 54 4 120
LOSS 0 5 5 5
CHART 4.9
SECURITY PROBLEMS OF ONLINE BANKING SERVICES
60.00
50.00
40.00
30.00
20.00
10.00
-
M Y G CY S
LE ILIT IN A LO
S
OB SI
B SS IV
R S CE PR A RY
LP CE PR
O OF ET
IC
A AC CK ON
HN IN OW LA M
EC SL
T
ALWAYS OFTEN SOMETIMES RARELY NEVER
INTERPRETATION
From the above table and chart the main security problem always faced by the users is slow
processing (20) and technical problem (18). But the rarely faced security problem is monetary loss
(30) and lack of privacy (26).
26
TABLE 4.11
USAGE OF ONLINE BANKING SERVICES NOW AND BEFORE 2 YEARS
USAGE BEFORE 2 PERCENTAGE NOW PERCENTAGE

YEARS
DAILY 16 13 42 35
WEEKLY 34 29 46 38
MONTHLY 70 58 32 27
TOTAL 120 100 120 100
CHART 4.10
USAGE OF ONLINE BANKING SERVICES NOW AND BEFORE 2 YEARS
Chart Title
60
50
40
30
20
10
0
DAILY WEEKLY MONTHLY
BEFORE 2 YEARS NOW
INTERPRETATION
From the above table and chart, it is clear that usage of online banking services increases in the
period of 2 years. Before two years most of them are use the services in monthly (58%), But
nowadays most of them are using weekly (38%).
27
TABLE 4.12
CORRELATION BETWEEN MALE AND FEMALE USAGE OF THE ONLINE

BANKING SERVICES
The male and female usage of online banking services is analyzed by using correlation method.
PERIOD MALE FEMALE

DAILY 12 4
WEEKLY 24 10
MONTHLY 40 30
ANALYSIS OF DATA
X Y X2 Y2 XY
12 4 140 16 48
24 10 576 100 240
40 30 1600 900 1200
Σx=76 Σy=44 Σx2 =2320 Σy2 =1016 Σxy =1488
Here,
r=coefficient of correlation
n=number of pairs of score
Σx=sum of first values list
Σy=sum of second values list
Σxy=sum of the product of first and second values
Σx2=sum of squares of first values
Σy2=sum of squares of second values
r=3(1488) -(76)(44)/√ [3(2320) -(76)2] [3 (1016) -(44)2]
=4464-3344/√ [6960-5776] [3048-1936]
=1120/√ (1184) (1112)
=1120/(34.40) (33.34)
28
=1120/1146.89
=0.97
INTERPRETATION
As the correlation coefficient is 0.97, We have a high degree of positive correlation. So, we can say
that there is high degree of positive correlation in the male and female usage of online banking
services,
29
TABLE 4.13
RECOMMENDATION OF THE USAGE OF ONLINE BANKING SERVICES
OPINION NO. OF RESPONDENT PERCENTAGE (%)

DEFINITELY 84 70
MAYBE 36 30
NEVER 0 0
TOTAL 120 100
CHART 4.11
RECOMMENDATION OF THE USAGE OF ONLINE BANKING SERVICES
Chart Title
70
60
50
40
30
20
10
0
DEFINITELY MAYBE NEVER
INTERPRETATION
It is clear from table that 70% of respondents definitely recommend others to use online banking
services and 30% of them may be recommend to others.
30
TABLE 4.14
COST OF ONLINE BANKING SERVICES
BASE NO OF PERCENTAGE
RESPONSIBILITIES
HIGH COST 20 16
MEDIUM COST 50 42
NORMAL COST 50 42
TOTAL 120 100
CHART 4.12
COST OF ONLINE BANKING SERVICES
NO OF RESPONSIBILITIES
HIGH COST MEDIUM COST NORMAL COST
INTERPRETATION
From the above table and chart represents that out of 120, 50 respondents are opined that medium
cost and normal cost for using online banking services.16% of them opined that high cost for using
online banking services.
31
TABLE 4.15
PROBLEMS OF ONLINE BANKING SERVICES
PROBLEM ALWA % OFTE % SOMETIM % RAR % NEVE % TOTA

S YS N ES E R L
HIGH BANK 44 3 34 2 16 1 16 1 10 8 120
CHARGE 7 8 3 3
TECHNICA 12 1 28 2 54 4 20 1 6 5 120
L 0 3 5 7
PROBLEMS
DELAY IN 32 2 40 3 18 1 14 1 16 1 120
FUND 7 3 5 2 3
TRANSFER
SECURITY 38 3 28 2 16 1 28 2 10 8 120
PROBLEM 2 3 3 3
LOSS OF 28 2 48 4 20 1 18 1 6 5 120
PERSONAL 3 0 7 5
INFORMATI
VE
CHART 4.13
PROBLEMS OF ONLINE BANKING SERVICES
45
30
15
0
E S ER E
RG EM EM V
SF BL TI
A BL N A
CH O A
PR
O
RM
K PR TR
N L D TY FO
BA A N RI IN
IC FU L
IG
H N CU A
H CH IN SE O
N
Y
TE A ERS
EL P
D F
O
SS
ALWAYS OFTEN SOMETIMES LRARE
O NEVER
INTERPRETATION
From the above chart shows that 37% respondents are suffer from high bank charge and 10%
respondents are said that technical problems are always felt.
32
TABLE4.16
FACTORS INFLUENCED IN ONLINE BANKING
FACTORS NO OF RESPONDENTS PERCENTAGE (%)

INTERNET 60 50
TELEVISION 48 40
FRIENDS/RELATIVES 6 65
OTHERS 6 5
TOTAL 120 100
CHART 4.14
FACTORS INFLUENCED IN ONLINE BANKING
NO OF RESPONDENTS
INTERNET TELEVISION
FRIENDS/RELATIVES OTHERS
INTERPRATATION
According to above table and chart internet (50%) is the most important factor which is influenced
in online banking. The second important factor is television (40%).
33
TABLE 4.17
QUALITY OF INTERNET BANKING SERVICES
SL NO NO.OF PERCENTAGE
RESPONDENT
1 Highly satisfied 30 25
2 Satisfied 70 59
3 Moderately 10 8
4 Less satisfied 6 5
5 Dissatisfied 4 3
TOTAL 120 100
CHART 4.15
QUALITY OF INTERNET BANKING SERVICES
PERCENTAGE
3%
5%
8% 25%
Highly satisfied
Satisfied
Moderately
Less satisfied
59%
Dissatisfied
INTERPRETATION
It is clear from that 59% of users are satisfied with the quality of the services provided by the
bank and 25% are highly satisfied. Only 5% are of being less satisfied with services quality
provided by the bank.
34
TABLE 4.18
FEELING OF PROFESSIONALS TOWARDS THE NEED FOR GROWTH OF ONLINE

BANKING SERVICES
OPINION NO OF RESPONDENT PERCENTAGE

YES 115 96
NO 5 4
TOTAL 120 100
CHART 4.16
FEELING OF PROFESSIONALS TOWARDS THE NEED FOR GROWTH OF ONLINE

BANKING SERVICES
NO OF RESPONDENT
YES NO
INTERPRETATION
The above table and chart indicate that 96% of respondents feel that there is a need for growth of
online banking services. 4% of respondents feel that there is no need for growth of online banking
services.
35
TABLE 4.19
AWARENESS OF ONLINE BANKING
PARTICULARS NO. OF RESPONDENTS PERCENTAGE

HIGHLY AWARE 40 33
AWARE 40 33
NOT AWARE 20 17
SOMEWHAT AWARE 20 17
TOTAL 120 100
CHART 4.17
AWARENESS LEVEL OF ONLINE BANKING
NO. OF RESPONDENTS
17
33
17
33
HIGHLY AWARE AWARE

NOT AWARE SOMEWHAT AWARE
INTERPRETATION
The above table and chart exhibit 33% of respondents are highly aware and 33% of respondents are
aware about online banking services.17% are not aware and 17% are somewhat aware.
36
TABLE 4.20
ANALYSIS AND AWARENESS AND SECURITY PROBLEM OF ONLINE BANKING
PROBLEM HIGHLY AWARE NOT AWARE SOMEWHAT

AWARE AWARE
TECHNICAL 15 10 2 3
PROBLEM
INACCESSABI 8 5 1 1
LITY
SLOW 2 10 8 5
PROCESSING
LACK OF 12 6 1 1
PRIVACY
MONITARY 3 9 8 10
LOSS
ANALYSIS OF THE DATA
H0: There is no significant difference between awareness and security problem of online banking
services.
H1: There is significant difference between awareness and security problem of online banking
services.
X1 X2 X3 X4 X12 X22 X33 X44

15 10 2 3 225 100 4 9
8 5 1 1 64 25 1 1
2 10 8 5 4 100 64 25
12 6 1 1 144 36 1 1
3 9 8 10 9 81 64 100
40 40 20 20 446 342 134 136
T2/N= (40+40+20+20)2/20
=1202/20=720
SST=446+342+134+136- T2/N
1058-720=338
37
SSC=402/5+ 402/5+ 202/5+ 202/5+ T2/N
=1600/5+1600/5+400/5+400/5+ T2/N
=320+320+80+80-720
=800-720
=80
SSE=SST-SSC
=338-80
=258
MSC=SSC/K-1
=80/4-1
=26.7
=27
MSE=258/20-4
=258/16
=16.125
F Ratio=27/16.125
=1.67
DEGREE OF FREEDOM= (4-1,20-4)
= (3,16)
LEVEL OF SIGNIFICANCE=5%
ANOVA TABLE
SOURCES OF SUM OF SQUARES DEGREE OF MEAN SQUARE

VARIANCES FREEDOM
BETWEEN SSC=80 K-1=3 MSC=27
SAMPLES
WITHIN SAMPLES SSE=258 N-K=16 MSE=16.125
TOTAL SST=338 N-1=19
CV=1.67
38
TV=3.24
NOTE:Since the calculated value is less than table value, we accept H0 and rejected H1, There is no
significant difference between awareness and security problem of online banking.
39
TABLE 4.21
CONSUMER ISSUES
ALWA OFTE RARE NEV

SOMETIM TOT
ISSUES YS % N % % LY % ER %
ES FELT AL
FELT FELT FELT FELT
UNAWAREN
ESS OF 3 1 2 1 1
42 16 24 22 16 120
INTERNET 5 3 0 9 3
ACCESS
LACK OF
CONSUMER 2 2 3 2
28 24 36 24 8 7 120
INTERNET 3 0 0 0
ACCESS
LACK OF
INTERNET 2 1 3 2
30 14 38 30 8 7 120
CONFIDENC 5 1 2 5
E
DIFFICULTY
IN INITIAL 3 1 3 1
36 18 38 18 10 8 120
SETUP 0 5 2 5
PROCEDURE
LACK OF
SECURITY
1 1 3 1 2
AND 12 20 36 22 30 120
0 6 0 9 5
PRIVACY
RISK
CHART 4.18
CONSUMER ISSUES
Chart Title
30
15
0
ALWAYS FLT OFTEN FELT

SOMETIMES RARELY FELT NEVER FELT
INTERPRETATION
According to the above table and chart 35% of respondents feel that unawareness of internet access
is the always felt consumer issue, but 7% of respondents feel that lack of consumer internet access
and lack of internet confidence are never felt consumer issues.
40
CHI SQUARE TEST
Formula
Chi square=Σ(O-E)2/E
Where;
O=Observed frequency
E=Expected frequency
TESTING HYPOTHESIS
Ho =Gender and online banking habits are independent
H1=Gender and online banking habits are not independent
GENDER YES NO TOTAL

MALE 70 6 76
FEMALE 34 10 44
TOTAL 104 16 120
O E O-E (O-E)2 (O-E)2/E

70 65.9 4.1 16.81 0.255
6 10.13 -4.1 16.81 1.659
34 38.1 -4.1 16.81 0.441
10 5.86 4.1 16.81 2.868
5.223
Chi square =Σ(O-E)2/E

=5.223
DOF=(r-1)(c-1)
=1*1=1
TV=3.841
CV=5.223
CV>TV So we reject H0.
41
SUMMARY
Through the previous chapter we have seen the introduction and the relevance of the study and the
importance of the study. The main objective of the study is to study the attitude of professionals
towards internet banking services. For this purpose, I have collected data from primary as well as
secondary sources. The important tool for the data collection is pretest questionnaire. For the
detailed analysis of data certain tool like percentages, correlation, and anova are used. To present
the data some tools of presentation like bar diagram pie chart, pie diagram etc are used. The sample
size of the study and the time factor could be considered as the main limitation of the study. The
analysis and interpretation are based on the sample.
The third chapter provides you a brief description about the internet banking, its advantages,
disadvantages etc. the clearly intends that the modern world is getting lot of advantaged through
internet banking.
42
FINDINGS
1. Most of the users have online banking habit and it made their life easier.
2. It is inferred that,62 % professionals strongly agreed that internet banking is convenient in
comparison with traditional banking services.
3. Most of the users are select online banking is due to less time requirements and verity of
services.
4. Most of the users are using services like balance checking, fund transfer, bill payments and
ticket booking.
5. Most of the users are satisfied services like transfer of funds, ticket booking, online
shopping and bill payments.
6. Some of internet banking services like bill payment, balance checking and ticket booking
are well rated as per security norms.
7. The main secured services among online banking are balance checking.
8. Main security problem faced by the users is slow processing and technical problem.
9. There is a high degree of positive correlation between male and female attitude towards the
time of usage.
10. It was observed from the study that out of 120, 50 respondents are opined that medium cost
and normal cost for using online banking services
11. The usage of online banking services increases in the period of two years.
12. The most of the users holding account in federal bank.
13. Internet is the most influenced factor among the respondent.
14. The main disadvantages of the online banking are high bank charges and security problem
15. 59% of+ the users are satisfied in the quality of online banking services.
16. The users are felt some consumer issues like unawareness of internet access, difficulty in
initial setup procedure.
17. It was observed that majority of the users are male.
18. Most of the respondents are in the age group between 40-50
19. The 48%of users are teachers and 42% are other professionals
20. The users under the income group of below 20000 are the main users of internet banking
21. 33% of the respondents are post graduate holders and 35 % are graduated.
43
SUGGESTIONS
1. Making more secure of internet banking transaction will attract more users.
2. Providing effective education regarding internet banking will avoid most of the consumer
issues.
3. Retain the internet banking users by providing better customer services.
4. Maintaining the quality of services will make internet banking more popular.
5. Internet banking facility should be provided in rural areas.
6. Provide protection against the misuse of account by others.
7. Send e-mail or SMS communications to customer about new online services.
8. Measures should be taken for avoiding technical problems.
9. Simplify the procedure of online banking.
10. Security system should be improved.
11. The bank should improve the female participation in internet banking usage.
44
CONCLUSION
The internet banking is a term used to describe banking transactions that are performed via a
secured internet application. Internet banking transactions include such things as paying bills,
transferring funds, viewing account statement and paying down loans. Although internet banking
has been popular among young internet savvy people for many years, its popularity is expected to
grow rapidly as internet usage grows internationally and people discover the many advantages that
it provides.
The research had been conducted to study the attitude and usage level regarding internet banking
and to evaluate their satisfaction level on the services offered by the bank. Now a day a proper and
efficient internet banking system only provided by the bank is well satisfactory in nature. The
banks could bring more security measures to improve the trust among customers regarding internet
banking. And the bank could give proper education regarding internet, its advantages and its
importance in the present life. That will promote internet banking.
45
BIBLIOGRAPHY
BOOKS:
Quantitative Techniques- LR POTTY
Banking and Insurance- Dr. K. VENUGOPALAN &
- Dr. ABDUL ASSIS KOROTH
JOURNALS:
Indian Journals of Marketing
Basis of Banking and Insurance
WEBSITE:
www.wikipidia.org.in
www.scribd.com
www.macrothink.org
46
Dear Respondent,
This questionnaire is a part of research project being carried out by Devika C 4th semester M.com
student, studying in FATHIMA ARTS AND SCIENCECOLLEGE MOOTHEDAM The area
being studied is the Attitude and Usage Level of Online Banking Services Among
Professionals. Please read all questions carefully before answering. Answer the questions as
completely and honestly as possible. All your answers are kept confidential and are very important
in my research. Your cooperation in completing this study by responding to the following
questions would be greatly appreciated.
Name:
1. Age:
Below 30 30-40 40 - 50 50 -60 Above 60
2. Gender: Male Female
3. Marital statuses : married Unmarried

4. Educational qualifications
SSLC Graduate Post graduate Above postgraduate
5. Occupations:
Teacher Doctor Lawyer Other
6. Monthly Income:
Below 20000 20000-30000 30000-40000 40000-50000.
Above 50000
7. Do you have an online banking habit?
Yes No
8. Do you think online banking has made your life easier?
Yes No
9. Do you agree online banking facilities are more convenient when compared with
traditional banking?
Strongly agree Agree Neutral Disagree
strongly disagree
10. In which bank are you holding an account?
South Indian Bank SBI Federal bank Others
47
11. Which factor motivates you for using online banking services
Less time Inexpensive
Good quality Convenience
Security All of the above
12. Which types of online banking services are you using
Service Always Often Sometimes Rare Never
Online bill
payment
Loan
application
Investment
activity
Ticket
booking
Check
balances
online
13. State your satisfaction level with the internet banking services;
Service HS S MS LS DS
Transfer of
fund
Loan
application
Investment
activity
Online
shopping
Ticket
booking
Paying bills
14. State your services as per security norms;

48
Service HS S MS LS DS
Transfer of
fund
Loan
application
Investment
activity
Online
shopping
Ticket
booking
Paying bills
15. Whether you faced any security problem while using online services;
Problem Always Often Sometimes Rarely Never
Technical
problem
Inaccessibility
Slow
processing
Lack of
privacy
Monetary loss
16. How often do you use online banking services?
Daily Weekly Monthly
17. How often have you use online banking for the last two years?
Daily Weekly Monthly
18. Would you recommend others to use online banking services?
Definitely Maybe Never
19. State the cost of online services offered by the bank
49
High-cost medium cost Normal cost
20. In your opinion what are the problems of internet banking services
Disadvantage Always Often Sometimes Rare Never

s
High bank
service
charges
Technical
problem
Delay in fund
transfer
Security
problems
Loss of
personal
information
21. Which factor influenced you more towards online banking?

Internet Television Friends/Relatives Others
22. State the internet banking service quality provided by the bank
Highly satisfied
Satisfied
Somewhat satisfied
Less satisfied
Dissatisfied
23. Do you feel that online banking services are needed for growth?
Yes. No
25.What is your opinion about awareness level of online banking services?

50
Highly aware
Aware
Not aware
Somewhat aware
26. In your opinion whether you feel any consumer issues related with internet banking
Issues AF OF SF RF NF
Unawareness
of internet
access
Lack of
consumer
internet access
Lack of
internet
confidence
Difficult
initial set up
procedure
Lack of
security and
privacy listing
27. Kindly note your suggestions for improving online banking service provided in your bank
1……………………….
2……………………….
3……………………….
51

Nima s4 Project Org

Uploaded by

Copyright:

Available Formats

Nima s4 Project Org

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Nima s4 Project Org

Uploaded by

Copyright:

Available Formats

A STUDY ON ATTITUDE AND USAGE LEVEL OF ONLINE BANKING SERVICE AMONG PROFESSIONALS

1.2 STATEMENT OF PROBLEM

1.3 SIGNIFICANCE OF STUDY

1.4 OBJECTIVES OF THE STUDY

1.5 SCOPE OF THE STUDY

2. Ho =Gender and online banking habits are independent

1.7 METHODOLOGY AND DATA COLLECTION

1.7.1 TYPES OF RESEARCH STUDY

1.7.2 SAMPLE DESIGN WITH AREA OF STUDY

1.7.3 SAMPLING METHOD

Convenient methods are used for the data collection.

1.8 TOOLS AND TECHNIQUES USED FOR THE STUDY

1.8.1 PRESENTATION TOOL

1.8.2 TOOLS FOR ANALYSIS

1.9 PERIOD OF STUDY

The study was conducted for a period of 21 days

1.10 LIMITATION OF THE STUDY

1.11 CHAPTER PLAN

CHAPTER TWO include the review of literature.

CHAPTER THREE discusses the theoretical frame work.

CHAPTER FIVE contains summary, suggestions, and conclusions of the

2.1 LITERATURE REVIEW

K. GUNASHEKARAN (2011); He makes empirical investigation of e- banking from bank

ROBIN KAUSHAL (2009): He examined impact of e-banking on operational performance and

QUERESHIETAL (2008): He studied acceptance of online bank in Pakistan, a developing

SRIVASTAVA (2007): Srivastava studied consumer’s perception on usage of internet banking.

NDUBISI AND SINTI (2006): He examined consumer attitudes,system’s characteristics and

3.3 HISTORY OF BANKING

3.4 BANKING IN INDIA

1. Early phases of Indian banks, from 1786 to 1969

3.5 CURRENT PERIOD

3.6 ONLINE BANKING

3.7 HISTORY OF ONLINE BANKING

3.8 FEATURES OF ONLINE BANKING

8. Recharge prepaid mobile/DTH

3.9 ADVANTAGES OF ONLINE BANKING

• Unlimited service day and night

• Easy to access via PC

• Easy way of payment

3.10 DISADVANTAGES OF INTERNET BANKING

3.11 SERVICES OFFERED BY ONLINE BANKING

The common internet banking services are:

3.12 MEANING OF PROFESSIONAL

1.1 ANALYSIS AND INTERPRETATION OF THE DATA

DISTRIBUTION OF SAMPLE MEMBERS BY SOCIO-ECONOMIC STATUS

SL.NO STATUS NO OF PERCENTAGE

ONLINE BANKING HABIT

TOTAL 120 100

(Source: Primary data)

ONLINE BANKING HABIT

INTERNET BANKING MADE LIFE EASIER

TOTAL 120 100

(Source: Primary data)

TOTAL 120 100

(Source: Primary data)

CONVENIENCE IN INTERNET BANKING FACILITIES AS COMPARED

TOTAL 120 100

(Source: Primary data)

TYPE OF BANK USED BY THE RESPONDENT

FACTORS MOTIVATES FOR USING ONLINE BANKING SERVICES