DATA

ANALYSIS AND INTERPRETATION

Awareness of people regarding e-banking service provided b !"e bank w"ile opening an acco#n!
%#ll aware &ad an idea No idea Total %ig#re '$ No$ of Responden!s 47 30 23 100 Percen!age 47% 30% 23% 100%

Awarenessaboute-ba nkingserv ic es
Fullyaware 23% Had an idea 15% No idea 12%

Total 50%

Fullyaware Had an idea No idea Total

In!erepre!a!ion As seen from Table ', overall percentage of service class people having complete knowledge abo t e!banking services provided b" the bank while opening an acco nt in it is 47%, those having some idea abo t it is 30% and the percentage of people having no awareness of e!banking services provided b" the bank is 23%# $t can reasonabl", be concl ded that nearl" %&% of the pop lation is having awareness abo t e!banking services

Table 2

So#rces fro( w"ic" !"e responden!s ge! !"e knowledge abo#! !"e e-bankingservices
Personal )isi! E*ec#!ive fro( +ank Adver!ise(en!s %riends ,Rela!ives O!"ers 10 2& 20 2' 1 0 10% 2&% 20% 2'% 1%

S ourcesof awarenessabout ebanking

Friends %&elatives 32% 't(ers 1% Executive fro !an" 31% Personal Visit 12%

#dvertise ents 2$%

Table -, indicates the percentage distrib tion of awareness aven es, the ma(or are in favo r of advertisements, which score 24% among different aven es s ch as personal visit, e)ec tives of the banks, advertisements and friend*relatives# +hile the least score is for personal visit and that of other so rces

Table . Awareness of E-+anking services

AT/ Debi! 0ard 0redi! 0ard P"one +anking /obile +anking In!erne! +anking To!al %% '0 &0 40 &0 &0 33% 2'#03% 17#7&% 14#7,% 11#%3% 14#7,% 14#7,% 100%

RealtiveAwarnessabout different e-bankingservices

*e+it ,ard -% #T) 13%

Total 50%

,redit ,ard .% P(one !an"in/ 0% )o+ile !an"in/ 1%

2nternet !an"in/ 1%

In!er pre!a!ion -!banking constit tes services provided in terms of AT.s, /ebit 0ard, 0redit 0ard, 1hone 2anking, .obile 2anking, $nternet 2anking etc, of which the first si) have been covered# Amongst these AT. scores the largest sed service stat s 32'#03%4 as indicated b" !able . fig res# 0lose on the heels is /ebit card 317#7&%4, 0redit card 314#7,%4, while phone banking lags behind b" scoring the least ie#,11#%3%#

Table 1 2sers of E-banking services

2sers Non 2sers To!al

No$ of Responden!s 74 2' 100

Percen!age 74% 2'% 100%

%ig#re 1

Usag eof E-banking

Non 3sers 20% 3sers 3sers 1$% Non 3sers

In!erpre!a!ion Table 1 shows that among those aware 3which acco nt for %3 in n mber4 abo t 74 persons se e!banking services, which is 74% of total pop lation st died#

Table 3$ Represen!a!ion of fre4#enc of #sage

Da 5ise

5 eekwise

%or! nig"!l

/ on!"l

Infre4 #en!l

AT/ Debi! 0ard 0redi! 0ard P"one +ankin g /obile +ankin g In!erne ! +ankin g

4 2 1 0

3'#3' 1%#1% ,#0, 0

31 11 & 2

&&#3 ' 1,#' 4 %#,3 3#&7

13 7 ' 3

37#1 4 20 17#1 4 %#&7

11 10 ' 7

2&#& % 23#2 ' 13#, & 1'#2 %

, % 1% 13

13#% & 12#3 1 27#' , 20

7#14

11#4 3

4#'&

13#% &

3'#3'

&#3'

&#71

1'#2 %

12#3 1

11 %ig#re 3

100

&'

100

3&

100

43

100

'&

100

%re4#enc of #sage of differen! e-banking service

In!erpre!a!ion To find o t the level of filled in 5 estionnaires

sage amongst the service class, the total completel" and the incomplete 5 estionnaires

percentage has been calc lated from were discarded#

The fre5 enc" of sage of AT. is highest which is evident from !able 3, followed b" debit card

Table 7$ %ac!ors infl#encing !"e level of #sage

S!rongl

/ore !"an average

Averag e 11 7 14 13 7 14 14

Less !"an average 1 2 & 4 2 7 7

No! a! all 3 1 0 1 0 % 10

To!al

All !i(e availabili! Ease of #se Nearness Sec#ri! Direc! access %riends, Rela!ives S!a!#s s (bol

&' 32 21 12 32 3 7

% 22 1% 10 12 % 11

7, '4 &% 40 &3 40 4,

%ac!ors infl#encing lev el of #sage

In!erpre!a!ion A st d" of the factors, !able 7, infl encing the sage was made b" listing o t vario s factors s ch as all time availabilit", ease of se, nearness etc#, and from which it came to fore that amongst

the vario s factors all time availabilit" is ranked as the ma(or motivating factor, followed b" ease of nearness, sec rit" se, direct access, in decreasing order of importance# 6 ite

interestingl" friends and relatives, stat s s"mbol scored the least motivating factors# Table 8 7ario s benefits accr ing 2anking services to its sers
Ti(e Saving Ine*pensive Eas Processing Eas %#nd Transfer O!"ers

from

-!
Percen!age 42#42% 12#72% 24#24% 1&#7&% 4#%&%

No$ of Responden!s 70 21 40 2' %

In!erpre!a!ion

+hen asked to list vario s benefits accr ing from the 42#42% among different benefits s ch as time

sage of saving

e!banking, time saving received highest percentage score at 342#42%4, ine)pensive 312#72%4, eas" processing 324#24%4, eas" the ine)pensiveness of the f nd transfer31&#7&%4# e!banking services# The other 6 ite interestingl", eas" processing feat re scored more than benefits accr ing to the people incl de read" availabilit" of f nds, removal of middlemen and no r de c stomer relation

e)ec tives#

Table 9

Proble(s iden!ified b !"e #sers of E+anking service

Factors a Ti(e cons#(ing b Insec#ri! c AT/ o#! of order d A(o#n! debi!ed b#! no! wi!"drawn Proble( of c"ange in (obile n#(ber Password forgo!!en 0ard (isplaced 0ard (is#se No$ of Responden!s &, 4& '2 3, Percen!age 14#%2% 11#31% 1&#&%% ,#%0%

42

10#&&&

&4 &0 47

14#&7% 12#&'% 11#%1%

Proble(s iden!ified b !"e #sers of E-+anking services

In!erpre!a!ion .ost of the sers face the problem of AT. o t of order 314#%2%4, password 31&#&%%4, followed b" time cons ming card mis se, insec rit", etc

forgotten 314#&7%4 and then otherproblems as card misplaced,

Table : Reasons for no! #sing E-+anking services as ra!ed b !"e non #sers

Factors

&ig"l i(por!an !

/ore !"an averag 4

Averag e

Less !"an averag

Leas! i(por!an ! 1

To!al

5eig"!s No need; A Sa!isfied wi!" !radi!ional banking< I! see(s like a bo!"era!ion Insec#ri! No access !o in!erne!,(obi le Lack of ; opera!ional knowledge &idden cos!s

&

1,

22

'

22

77

2 0 /

7 17 ,

0 11 &

, 21 13

1' 7 10

30 13 1'

'2 ', &3

12 21

7 &

12 14

12 %

1& 1'

&% '4

Reasons for no! #sing E-+anking services

$t seems like a botheration

8o access to internet*mobile

$nsec rit"

9ack of operational knowledge

In!erpre!a!ion ;rom the non sers, an attempt was made to elicit the reasons

:idden costs

for its non sage# As indicated b" table 12, satisfaction with traditional banking was considered as prime de! motivating factor, followed closel" b" the fear of insec rit", then <hidden cost= factor, which s ggested their resistance to change, which to some e)tent can be co ntered b" aggressive advertisement and other modes of awareness dissemination as well# tili>ing

INTERPRETATION
As seen from Table 1, overall percentage of service class people having complete knowledge about e-banking services provided by the bank while opening an account in it is 47%, those having some idea about it is 30% and the percentage of people having no awareness of e-banking services provided by the bank is 3%! "t can reasonably, be concluded that nearly #$% of the population is having awareness about e-banking services "ndicates the percentage distribution of awareness avenues, the ma%or are in favour of advertisements, which score 4% among different avenues such as personal visit, e&ecutives of the banks, advertisements and friend'relatives! (hile the least score is for personal visit and that of other sources ! )-banking constitutes services provided in terms of A*+s, ,ebit -ard, -redit -ard, .hone /anking, +obile /anking, "nternet /anking etc, of which the first si& have been covered! Amongst these A*+ scores the largest used service status 0 1!03%2 as indicated by table 3 figures! -lose on the heels is ,ebit card 037!7$%2, -redit card 034!74%2, while phone banking lags behind by scoring the least ie!,33!#3%! Table 4 shows that among those aware 0which account for #3 in number2 about 74 persons use e-banking services, which is

74% of total population studied! *o find out the level of usage amongst the service class, percentage has been calculated from were discarded! *he fre5uency of usage of A*+ is highest which is evident from table 5, followed by debit card A study of the factors, table 6, influencing the usage was made by listing out various factors such as all time availability, ease of use, nearness etc!, and from which it came to fore that amongst the various factors all time availability is ranked as the ma%or motivating factor, followed by ease of nearness, security use, direct access, in decreasing order of importance! 6uite the total completely filled in 5uestionnaires and the incomplete 5uestionnaires

interestingly friends and relatives, status symbol scored the least motivating factors! (hen asked to list various benefits accruing from the e-banking, time saving received 4 !4 % among different 04 !4 %2, 0 4! 4%2, ine&pensive easy highest such easy benefits 03 !7 %2, as time usage of saving

percentage score at processing

fund transfer03$!7$%2!

6uite interestingly, easy processing feature scored more than the ine&pensiveness of the e-banking services! *he other benefits accruing to the people include ready availability of funds, removal of middlemen and no rude customer relation e&ecutives! +ost of the users face the problem of A*+ out of order 03$!$#%2, followed by time consuming 034!# %2, password forgotten 034!$7%2 and then other problems as card misplaced, card misuse, insecurity, etc 7rom the non users, an attempt was made to elicit the reasons for its non usage! As indicated by table 3 , satisfaction with traditional banking was considered as prime de- motivating factor, followed closely by the fear of insecurity, then 8hidden cost9 factor, which suggested their resistance to change, which to

some e&tent can be countered by aggressive advertisement and utili:ing other modes of awareness dissemination as well!