IAMAI Report On Online Banking 2006

IAMAI’s Report - Online Banking ‘2006’
IAMAI’s Report
Online Banking ‘2006’
Page No 1 / 62
http://www.iamai.in/
Table of Content Page No

1. Introduction, Research Methodology 3
2. Note from the President 4
3. Executive Summary 5
4. Banking Relationships & Number of Bank Accounts 17
5. Preference of Banking Channels 18
6. Online Banking User! A Demographic Profile – Age, Gender, | Marital Status
19
Qualification, Occupation
| Plastic ownership, usage & Vehicle| ownershipState
| Cities
| Internet Access
| Internet Usage by years
| Hours
7. Online Activities of Online Banking Users 26
8. How did you hear about Online Banking27Services?
9. Where do you access your Online Banking Account 28 from?
10.Frequency of Online Banking – Usage: Annual, | Day,Monthly
Time Zone
29
11.Online Banking Users state ‘Important factors to31 Bank Online’
12.Online Banking Users state ‘Single Most Important factor32 to Bank Online’
13.Information Transactions Consumers do on Online Banking Sites - Account 33
Balances & Statements
| Cheque books & reconciliation
| Credit & Debit Cards
Info| Demat, FD, DD, Pay Orders
| Loans| Complains, TDS
14.Do you use Online Banking Services to do Financial39Transactions?
15.Financial Transactions Consumers do on Online Banking Sites – Transfer 40 of funds
| Pay Bills or Shop Online
| Order a FD, DD, and Overdraft
…|
16.Satisfaction Index – Site Architecture
, Query Resolution
, Technological 43
Architecture
17.Customer Service / Support received for Online Banking 46 Services
18.Why haven’t you started doing financial transactions on47 Banking Sites?
19.How soon will you start doing financial transactions on Online 48Banking sites?
20.Why Netizens don’t you use Online Banking 49 Services?
21.What would encourage Netizens to start using Online Banking 50 Services?
22.Appendix A – Geographic Location of - Online 51 Banking User
23.Appendix B – Demographics of Online Users yet to use Online52 Banking Services
24.About IAMAI 62
Page No 2 / 62
Introduction to Online Banking Report 2006
Banks have spent generations earning the trust of customers, and have always sought better and
additional ways of servicing them. India’s Internet population currently stands at 38.5 million and is
set to grow to a 100 million by 2007-08. The growing number of Internet users and increase in
financial activities online provide an opportunity for the Banking Industry to get a better
understanding of this dynamic channel and introduce it as an additional and mandatory touch point to
serve their customers. A few have already started delivering Banking Services online.
This paper researches all aspects of Online Banking including level of awareness among users, their
aversion and preferences, their propensity to start Banking Online (Informational and Financial) and
factors that would increase the usage of the service.
Research
Methodology
The study was conducted online in December 2005. A link was provided by IAMAI to its members to
use as banner surveys. Email invitations were also sent out by various IAMAI members to their own
individual panels. Respondents could participate in the survey by clicking on the link or by responding
to the invite. The survey collected information about user profile, Internet usage, aversion and
preferences associated with Online Banking, propensity to start Banking Online and factors that would
increase the usage of the service.
The target audience comprised Internet users at large with a sample size of 6365 respondents. The
coverage cut across age, gender, educational and occupational bias.
Page No 3 / 62
Presidents Note
Are Indians Banking Online?

There are 38.5 million Internet users in India and the number is set to
grow to a 100 million by 2007-08. An estimated 4.6* million Indian Internet users are Banking Online
today and with the efforts of the government and the industry the number is expected to grow to 16+
million by 2007-08 including both Internet and Mobile Banking.
To ensure and maintain the momentum, IAMAI commissioned a detailed study providing analysis and
recommendations that provide an understanding of ‘Online Banking in India and help customers adopt
this medium for their banking needs. The report makes actionable recommendations on how banks
can maximize the potential of the online environment and create a competitive advantage by using
the unique elements of the Online Banking experience.
Most banks have Web sites, but only a few offer Online Banking Services - [Online Banking Services
include checking statement details, paying bills, transferring funds, ordering checks, setting up direct
deposit authorizations, making stop payments etc. It also includes interactive services such as
applying for credit or debit cards, mortgages, auto and personal loans, etc…]
There are many advantages of Online Banking. It is convenient, it isn’t bound by operational timings,
there are no geographical barriers and the services can be offered at a minuscule cost. The results of
the survey clearly indicate that Online Banking is accepted and used across the country. Prominent
tier-II cities and towns are witnessing a pick up in online activity.
Cross Tab Marketing Services, a pioneer in the field of online research, conducted the survey on behalf
of IAMAI. It was undertaken with a view to understand the Internet users who banked online, their
aversions and preferences associated with Online Banking, the Online Banking experience, propensity
to start Banking Online, factors that would increase the usage of the service and in the nuances of
Banking Online.
(*Estimate is based on information from limited banking sources and is not a complete representation)
Page No 4 / 62
Executive Summary
Banking Relationships & Number of Bank Accounts

30% of respondents have a relationship with one bank; 60% with 2-3 banks, 8% with 4-5 banks and
2% with more than 6 Banks. 30% have of respondents have one bank account, 59% of the
respondents have 2-3 bank accounts, 9% have more than 4-5 bank accounts and 3% have more than
6 bank accounts. These statistics showing multiple relationships and accounts indicate an affluent
demographic.
Preference of Banking Channels

• 53% of respondents prefer using ATM as a banking channel; 23% prefer the Internet as a banking
channel; 18% prefer the branch; 4% prefer Phone Banking and 2% prefer Mobile Banking.
• 35% of the respondents use Online Banking, 58% do not use Online Banking and 7% have used it
before and stopped.
This 35% or 2240 respondents are termed Online Banking Users and
form the basis of this report.
• 57% of respondents use Online Banking Services for one bank account; 38% use Online Banking
Services for 2-3 bank accounts; 3% use Online Banking Services for 4-5 bank accounts and 2%
use Online Banking Services for more than 5 bank accounts.
Online Banking User! A Demographic Profile

Age:43% of Online Banking Users are in the 26-35 years age group and are most inclined to use
Online Banking Services. 25% are in the 18-25 years age group. This demographic is represented by
young Internet savvy professionals. 19% are in 36-45 age group; 10% in the 46-60 age group and
2% in the 61+ age group.
Gender:
83% of Online Banking Users are male; and 17% are female.
Marital Status:
43% of Online Banking Users are unmarried; 43% are married with kids; 14% are
married without kids and 1% divorced/separated.
Qualification
: 85% of Online Banking Users have a Bachelor or Post Graduate degree, representing
an educated audience. 10% of Online Banking Users have some college (Including diploma, but not a
graduate) education, 2% have SSC/HSC qualifications and 3% fall in the others category.
Page No 5 / 62
Occupation
: 57% of Online Banking Users are at an executive level (junior, senior and mid-level
executives). 12% are professionals or self employed; 7% are officers/supervisors; 5% are students,
2% are housewives, and 2% are retired.
Plastic Ownership and Usage Online:

86% of Online Banking Users own ATM cards, 65% own
credit cards and 78% own debit cards. 31% of Online Banking Users use their credit cards online,
31% use debit cards online and 33% use both debit and credit cards. These numbers clearly reflect
that users trust the online medium. 22% do not use credit or debit cards online.
Vehicle Ownership:
42% of Online Banking Users own Car/4-wheelers, 41% own Motorbikes, 22%
own Scooters. These numbers represent an affluent audience.
Online Banking User! Geographic Representation

By State:
28.7% of Online Banking Users are from Maharashtra followed by Delhi at 17.7% and
Tamil Nadu at 10.3%. Karnataka accounts for 8.3% of Online Banking Users followed by Uttar Pradesh
at 5.3%, Andhra Pradesh and West Bengal at 4.6% each, Gujarat at 3.3%, Rajasthan at 3.2% and
Madhya Pradesh at 3.1% who bring up the Top 10 states. Kerala accounts for 1.8% of Online Banking
Users, followed by Haryana at 1.7%, Bihar at 1.6%, Uttaranchal at 1% and Other states at 4.7%.
By City:Mumbai leads the way with 22.5% Online Banking Users, followed by New Delhi at 17.3%.
Chennai is third with 7.1% of Online Banking Users followed by Bangalore at 5.7% and Kolkata at
4.1% finishing the Top 5 cities. Pune accounts for 3.3%, Hyderabad for 2.6%, Kanpur, Lucknow and
Ahmedabad 1.6% each bring up the Top 10. Patna follows at 1.1%, Jaipur at 1%, Cochin and Indore
at 0.8% each, Bhopal and Guwahati at 0.7% each, Vadodara at 0.6%, and Chandigarh at 0.5%.
26.3% of Online Banking Users come from other cities indicating that Online Banking Services are
being used in many smaller cities that don’t figure in the Top 18.
Internet Access
64% of Online Banking Users access the Internet from home; 73% access Internet from their offices.
36% of Online Banking Users access the Internet from Cybercafés. Online Banking Users access their
accounts from multiple points. 44% of Online Banking Users access the Internet from Home + Office,
26% access from Office + Cybercafé, 19% from Home + Cybercafé, 15% from Home + Office +
Cybercafé, 9% from Home + Ofifice + Mobile, 11% from Home + Mobile, 10% from Office + Mobile,
6% from Cybercafé + Mobile, 5% from Office + Cybercafé + Mobile and 4% access the Internet from
Home + Office + Cybercafé +Mobile.
Page No 6 / 62
Internet Usage by Years / Hours

By Years: 97% of Online Banking Users have used the Internet for more than 1 year; 50% of Online
Banking Users have been using the Internet for more than 6 years and 42% for 3-5 years. These
numbers reflect a pedigreed audience that is comfortable and familiar with the range of online
activities and is using the Online Banking to their advantage. 5% of Online Banking Users have been
using the Internet for 1-2 years, 2% for 6-11 months and 1% for less than 6 months.
By Hours: 88% of Online Banking Users use the Internet for more than 5 hours a week, representing
that the Internet is becoming an integral part of ‘daily activity’. 36% of Online Banking Users use and
access the Internet for more than 21 hours a week and are categorized as heavy Internet users. 28%
of Online Banking Users use the Internet for 11-20 hours a week and 24% use the Internet for 5-10
hours a week which represents the moderate Internet user. 10% of Online Banking Users use the
Internet for less than 5 hours representing an evolving Internet user category.
Online Activities
Personal Online Activities:
99% use the Internet for e-mail; 78% for Surfing; 76% for Searching
information’; 61% look up News Online, 53% Search for Jobs, 51% Chat; 45% Answer Surveys;
26% look up astrological predictions, 18% read religious information and 17% look up news on their
mobile. 44% of Online Banking Users prefer paying their Bills Online; 42% Shop Online, 29% conduct
stock trading transactions, 21% participate in an Online Auctions and 7% donate online.
Work related online activities:

96% of Online Banking Users use the Internet for e-mail; 57% for
Surfing and 68% use it for Searching information. 38% of Online Banking Users look up News Online,
28% Chat and 21% Answer Surveys Online.
How did you hear about Online Banking Services?

57% of the Online Banking Users came to know about Online Banking Services from a bank official;
45% of the Online Banking Users learned on their own; 35% came to know of Online Banking Services
through advertisements in Print, on TV and Radio, in ATMs and posters; 7% from online
advertisements; 17% from friends and peers and 6% through mobile advertisements.
Where do you access your Online Banking Account from?

41% of Online Banking Users access their online banking account from home; 48% from office; 9%
from cyber cafes; 1% from their mobile (refers predominantly to banking alert services).
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Frequency of Online Banking – Usage: Annual, Monthly, Weekly

• 64% of the Online Banking Users have used Online Banking services for over 1 year of which 39%
have used the service for over 2 years and 25% during the last 13-24 months. 17% have used
‘Online Banking’ for 7-12 months and 15% for 1-6 months.
• 4% have used ‘Online Bill Payments’ for less than one month. 15% use Online Banking Services
once a day or more. 28% use Online Banking Services ‘Once every 2-3 days’. 27% ‘Once a week’;
13% ‘Once a fortnight’ and 14% bank online ‘Once in a month or less’.
• All the above statistics reflect the growing acceptance of Online Banking.
Frequency of Online Banking – Usage by Day & Time Preference

• 16% of Online Banking Users use Online Banking Services over the weekend; 39% on weekdays
and 45% on weekdays and weekends. Online Banking Services give consumers a choice of
conducting banking transactions on ‘Working Days & Holidays’.
• 7% of Online Banking Users Bank Online between 12 midnight and 8 am; 28% use Online Banking
Services between 8 am and 12noon, 20% between 12 noon and 3 pm and 13% between 3 pm
and
6 pm. 17% use Online Banking between 6 pm and 9 pm and 15% between 9 pm and 12 midnight.
• These numbers highlight the convenience of Online Banking to pay bills outside of traditional
working hours.
Important Factors to Bank Online

• 51% of the Online Banking Users cite Convenience as the most important factor.
• 44% say that Online Banking Saves Time.
• 22% say that Online Banking allows them to have Better control over their finances.
• 20% say that Online Banking gives them More Information Online.
• 43% say that All the factors are important.
‘Single Most Important factor to Bank Online’

• 41% of the Online Bank users say all reasons as mentioned below are important.
• 38% say that the most important factor is the ability to Check Bank Balances and Statements.
• 8% say that Ease of transferring money between accounts is important.
• 6% of the Online Banking Users say that the ability to check clearance of payment is important
• 6% of Online Banking Users say the facility to pay bills online is an important factor.
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Information Transactions - Account Balances & Statements

• 81% of the Online Banking Users viewed their Account Balances in Real–Time on their Banking
Sites.
• 60% used Statement information / ordering on their Banking Sites.
• 55% of Online Banking Users viewed transaction history in real time a convenience offered online
to view multiple accounts in different banks.
• 54% used Online Banking to get e-statements after traditional banking hours.
Banking Channel preferred for Account Balances & Statements

• 73% of the Online Banking Users who do information-based transactions prefer viewing their
Account Balances online, 3% at their branch, 18% through ATMs and 6% via Phone Banking.
Transaction Histories/ Updates
online, 8% at their Branch and 11% through ATMs.
Statement History/ Updates online.
Information Transactions – Cheque books & reconciliation

• 53% of the Online Banking Users have ‘Ordered their Cheque’. Books online
• 24% prefer Cheque reconciliation andontracking
their Bank Website.
• 21% of the Online Banking Users have used their Bank Website for Stop Cheques / Automated
service requests for stop Cheques.
• 14% of the Online Banking Users have Ordered Deposit Slips on their Bank Website.
Banking Channel preferred for Cheque books & reconciliation

• 50% of the Online Banking Users who do information-based transactions prefer Ordering their
Cheque Books via the Online Banking channel.
• 55% of the Online Banking Users who do information-based transactions prefer doing Cheque
Reconciliation and Tracking using their bank website.
• 41% of the Online Banking Users prefer online requests for Stop Cheques/ Automated Service
requests for stop Cheques.
• 31% of the Online Banking Users who do information based transactions prefer Ordering their
Deposit Slips via the Online Banking channel.
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Information Transactions – Credit & Debit Cards

• 42% of the Online Banking Users have viewed Credit card and Debit card transaction history &
updates
on their Bank Website.
• 27% prefer
checking the status of their credit cardon
accounts
their Bank Website.
• 19% have reported ATM / Credit Card
on their
lossBank Website.
• 15% have Applied for Credit Cards on their Bank Website.
Banking Channel preferred for Credit & Debit Cards

• 68% of the Online Banking Users who do information-based transactions prefer to use the Bank
site for History and Updates on the Credit Card and Debit Card Transaction.
• 67% of the Online Banking Users who do information-based transactions prefer to use the Bank
Website for Checking the status of the Credit Card Account.
• 30% of the Online Banking Users who do information based transactions prefer to use the Bank
website for reporting ATM/ Credit Card loss.
• 47% prefer applying for Credit Cards on their bank
. website
Information Transactions – Demat, FD, DD, Pay Orders

• 27% users view Information regarding their Demat
on their
Account
Bank Website.
• 23% of the Online Banking Users have accessed information on their DD, Pay Orders, Overdrafts
and Fixed Deposits
on their Bank Website.
Banking Channel preferred for Demat, FD, DD, Pay Orders

• 63% of the Online Banking Users who do information-based transactions prefer using their Bank
website for Information on their Demat Account,
• 31% of the Online Banking Users who do information-based transactions prefer using the Bank
site for DD/Pay Orders /Overdrafts
• 56% of the Online Banking Users who do information-based transactions prefer viewing
information on their Fixed Deposits on the Internet.
Information Transactions – Loans

• 17% of the Online Banking Users have accessed Details of loans (Car / Home
on / Personal etc.)
their Bank Website
• 11% have applied for Loans (Car / Home / Personal
on their
etc.)
Bank Website.
Page No 10 / 62
Banking Channel preferred for Loans

• 52% of the Online Banking Users who do information-based transactions prefer using the Bank
Website for Details of Loans (Car/Home/Personal)
• 39% of the Online Banking Users who do information-based transactions prefer to apply for loans
(Car/Home/Personal etc) on the Bank Website.
Information Transactions – Complaints, TDS

• 25% of the Online Banking Users prefer Complaining on discrepancy in theironbanks account etc
their Bank Websites.
• 10% of the Online Banking Users have viewed Details of TDS on their Bank Website.
Banking Channel preferred for Complains, TDS

• 42% of the Online Banking Users who do information-based transactions use the Bank Website for
Complaints in Discrepancy on their Accounts,
• 49% of the Online Banking Users who do information-based transactions use the Bank Website to
access their TDS details.
Do you use Online Banking Services to do financial transactions?

74% of the Online Banking Service users do Financial Transactions Online and 26% of the Online
Banking Users do not do financial transactions, using the service only for information transactions.
Financial Transactions Consumers do on Online Banking Sites – Transfer of funds

• 76% of the Online Banking Users (who do financial transactions) have Transferred Funds from One
Account to another of their Accounts.
• 62% of the Online Banking Users (who do financial transactions) have Transferred Funds from
their Bank Account to Third party accounts through their Bank Website.
Banking Channel preferred for Transfer of funds

• 83% of Online Banking Users (who do financial transactions) prefer to Transfer of Funds from One
Account to another through the Online Banking Channel.
• 69% of Online Banking Users (who do financial transactions) prefer to Transfer Funds to a third
party account
through the Online Banking Channel.
Page No 11 / 62
Financial Transactions Consumers do on Online Banking Sites – Pay Bills or Shop Online
• 63% of Online Banking Users (who do financial transactions) have paid their Bills (electricity,
telephone, cell phone) on their Bank Website.
• 55% of Online Banking Users (who do financial transactions) pay their Credit Card Bills on their
Bank Website.
• 43% of the Online Banking Users (who do financial transactions) use their Online bank account to
shop online with a direct debit to the account.
Banking Channel preferred for Paying Bills or Shopping Online

• 77% of Online Banking Users (who do financial transactions) prefer the Internet for Paying their
Bills (electricity/telephone/cell phone)
• 72% of Online Banking Users (who do financial transactions) prefer Paying their Credit Card bills
Online
• 71% of the Online Banking Users (who do financial transactions) prefer using their Online Bank
account to shop online, with Direct Debit to Bank account.
Financial Transactions Consumers do on Online Banking Sites – Order a FD, DD, Overdraft…
• 35% of Online Banking Users (who do financial transactions) have Requested Demand Drafts and
Pay Orders through their Bank Websites.
• 21% of Online Banking Users (who do financial transactions) have Requested New Fixed Deposits
through their Bank Websites.
• 11% of Online Banking Users (who do financial transactions) have Requested for Overdrafts
through their Bank Websites.
Banking Channel preferred for ordering FD, DD, Overdraft

• 40% of Online Banking Users (who do financial transactions) prefer their Bank’s website to
Request a Demand Draft /Pay Order.
• 30% of Online Banking Users (who do financial transactions) prefer their bank’s website to
Request an Overdraft.
• 37% of Online Banking Users (who do financial transactions) prefer their bank’s website to
Request a New Fixed Deposit.
Page No 12 / 62
Satisfaction Index – Site Architecture

• 49% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the ‘Look
and Feel of the Website’,
43% are ‘Satisfied’, 7% are neither ‘Satisfied nor Dissatisfied’ and 1%
are ‘Dissatisfied’.
• 47% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the ease of
accessing the website, 43% are ‘Satisfied’, 9% are ‘neither Satisfied nor Dissatisfied’ and 1% are
Dissatisfied.
• 38% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the range of
services available, 46% are ‘Satisfied’, 14% are ‘Neither Satisfied nor Dissatisfied’ and 2% are
‘Dissatisfied’.
• 37% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the ease of
locating correct information, 43% are ‘Satisfied’, 16% are ‘neither Satisfied nor Dissatisfied’, 4%
are ‘Dissatisfied’ and 1% is ‘Very Dissatisfied’.
Satisfaction Index – Query Resolution

• Queries being resolved by Email: 30% of Online Banking Users (who do financial transactions) are
‘Very Satisfied’, 41% are ‘Satisfied’, 21% are ‘Neither Satisfied nor ‘Dissatisfied’, 6% are
‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.
• Queries being resolved by SMS: 20% of Online Banking Users (who do financial transactions) are
‘Very Satisfied’, 32% are ‘Satisfied’, 39% are ‘Neither Satisfied nor ‘Dissatisfied’, 7% are
‘Dissatisfied’ and 3% are ‘Very Dissatisfied’
• Queries being Resolved Online
25% of Online Banking Users (who do financial transactions) are
‘Very Satisfied’, 37% are ‘Satisfied’, 29% are ‘neither Satisfied nor ‘Dissatisfied’, 7% are
‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.
• Request for check books, deposit slips 33%
etc.of Online Banking Users (who do financial
transactions) are ‘Very Satisfied’, 45% are ‘Satisfied’, 19% are ‘neither Satisfied nor Dissatisfied’,
3% are ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.
Page No 13 / 62
Satisfaction Index – Technological Architecture

• Speed of Transactions on their Bank: Website
The speed with which a consumer can perform an
Online Banking transaction is directly related to customer satisfaction. 41% of Online Banking
Users (who do financial transactions) are ‘Very Satisfied’, 39% are ‘Satisfied’, 15% ‘neither
Satisfied’ nor Dissatisfied’, 4% ‘Dissatisfied’ and 2% ‘Very Dissatisfied’.
• Extent of Downtime (Website / Page Not functional): This is to be handled with care as the main
USP of Online Banking is the ability to bank anytime. 23% of Online Banking Users (who do
financial transactions) are ‘Very Satisfied’, 41% are Satisfied, 27% are ‘neither Satisfied nor
Dissatisfied’, 7% are ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.
Customer Service / Support received for Online Banking Services

• FAQ or Frequently asked questions: 56% of Online Banking Users check FAQs online, 62% have
received them via Email, 21% have received them Via SMS and 10% haven’t received any.
• Email & SMS alerts: These alerts help banks deliver up to date information on all transactions to
customers and also raise appropriate alarms on fraudulent transactions. 44% of Online Banking
Users have received Transaction Alerts Online; 58% have received them via Email; 41% have
received them via SMS alerts, 7% haven’t received any alerts.
• Statements online / email /54%
SMS:of Online Banking Users get their ‘Statements Online’, 64%
by Email, 17% by SMS (mini statements) and 8% haven’t received any.
• 79% of Online Banking Users (who do financial transactions) get their Queries Resolved by Email,
20% by SMS and 16% haven’t had their queries resolved across any touch point.
• 59% of Online Banking Users receive Phone banking support on their online banking queries 24x7
and 26% receive support only between 9 am and 5 pm.
• Online demos help handhold new customers by visually answering simple queries. It can also
serve as a self-learning tool and help customers learn how to use basic and advanced services.
66% Online Banking Users say their banks have an Online Demo and 34% say their bank has no
online demo.
Page No 14 / 62
Why haven’t you started doing financial transactions on Banking Sites?

• Security Concerns: 43% of Online Banking Users haven’t started doing financial transaction on
Online Banking Sites because they have security concerns.
• Prefer Face to Face Banking: 39% of Online Banking Users haven’t started doing financial
transactions on Online Banking Sites because they prefer to do it face to face.
• I do not know how to transfer money online: 22% of Online Banking Users haven’t started doing
Financial Transactions on Online Banking Sites because ‘they don’t know how to’.
• Website is not User friendly: 10% of Online Banking Users haven’t started doing financial
transactions Online as the Website is not user friendly.
• Bank does not offer it: 2% of Online Banking Users haven’t started doing financial transactions
online because their banks do not offer it.
How soon will you start doing financial transactions on Online Banking sites?
• 24% of the Online Banking Users who do information transactions are likely to start transferring
funds and using Online Banking for other financial transactions in less than 13 months.
• 12% of the Online Banking Users who do information transactions will start doing Financial
Transactions on their Bank Website within a month, 7% in 1-3 months, 3% in 4-6 months, 2% in
7-12 months, 1% within 13 months and 7% are ‘Not Likely’.
• 68% of Online Banking Users who do information transactions ‘Cannot Say’ as to when they will
start doing Financial Transactions on Online Banking Sites.
Why Netizens don’t use Online Banking Services?

• 36% of the respondents have not used Online Banking Services as they have ‘Never considered it’.
• 29% have not used Online Banking Services as they have concerns about the Privacy of their
information.
• 29% have not used Online Banking Services as they prefer conducting it face to face.
• 25% have not used Online Banking Services as they believe it is not safe and secure.
• 23% have not used Online Banking Services as they are not sure ‘how to use it’.
• 11% have not used Online Banking Services as their banks do not offer it.
Page No 15 / 62
What would encourage Netizens to start using Online Banking Services?

• 50% of the respondents would be encouraged to start using Online Banking Services if given a
guarantee that Online Banking is safe and secure.
• 29% would be encouraged to start using Online Banking Services if they are provided Online
Customer Support Services.
• 29% would be encouraged to start using Online Banking Services if they were given a clear online
demonstration.
• 28% would be encouraged to start using Online Banking Services if there was a reduction in fees/
charges.
• 18% of the respondents would start using Online Banking Services if they can access the Internet
more frequently.
• 23% of the respondents say they will not Bank Online.
Page No 16 / 62
Banking Relationships & Number of Bank Accounts
Relationships with multiple banks Total number of bank accounts
100% 100%
80% 80%
60% 59%
60% 60%
40% 30% 40% 30%
20% 8% 2% 20% 9% 3%
0% 0%
1 Bank 2-3 4-5 6+ 1 Ac 2 - 3 4 - 56+ Ac/s
BanksBanksBanks Ac/s Ac/s
Base: Base:
6365 6365
• 30% of respondents have a relationship with one bank; 60% with 2-3 banks, 8% with 4-5 banks
and 2% with more than 6 Banks.
• 30% have of respondents have one bank account, 59% of the respondents have 2-3 bank
accounts, 9% have more than 4-5 bank accounts and 3% have more than 6 bank accounts.
• These statistics showing multiple relationships and accounts indicate an affluent demographic.
Page No 17 / 62
Preference of Banking Channels
Banking channels preferred Online Banking Services / Channel used
100% 100%
80% 80%
60% 53% 60%
58%
40% 23% 18% 40% 35%
20% 4% 2% 20% 7%
0%
0%
Yes No Used it
before &
stopped
Base: Base:
6365 6365
Online Banking Services & Number of Accounts
Number of Online Banking Accounts %
I transact online on one bank account 57%
I transact on 2-3 online bank accounts 38%
I transact on 4-5 online bank accounts 3%
I transact on more than 5 online bank accounts 2%
Base 2240
• 53% of respondents prefer using ATM as a banking channel; 23% prefer the Internet as a banking
channel; 18% prefer the branch; 4% prefer Phone Banking and 2% prefer Mobile Banking.
before and stopped.
This 35% or 2240 respondents are termed Online Banking Users and
form the basis of this report.
• 57% of respondents use Online Banking services for one bank account; 38% use Online Banking
services for 2-3 bank accounts; 3% use Online Banking Services for 4-5 bank accounts and 2%
use Online Banking Services for more than 5 bank accounts.
• A reflection of an audience that is net savvy and has recognized the advantages of Online Banking
Page No 18 / 62
Online Banking User! A Demographic Profile – Age, Gender, Marital Status

By Age By Gender
100% 100%
83%
80% 80%
60%
43% 60%
40% 25%
19% 40%
20% 10%
2%
0% 17%
20%
0%
Ma le Fe mal e
Base: Base:
2240 2240
By Marital Status
10 0 %
80%
60%
43 % 43%
40%
20% 14 %
1%
0%
Base:
2240
Age:43% of Online Banking Users are in the 26-35 years age group and are most inclined to use
Online Banking Services. 25% are in the 18-25 years age group. This demographic is represented by
young Internet savvy professionals. 19% are in 36-45 age group; 10% in the 46-60 age group and
2% in the 61+ age group.
Gender:
83% of Online Banking Users are male; and 17% are female.
Marital Status:
43% of Online Banking Users are unmarried; 43% are married with kids; 14% are
married without kids and 1% divorced/separated.
Page No 19 / 62
Online Banking User! A Demographic Profile – Qualification, Occupation

By Educational Qualification By Occupation
Upto SSC/HSC 2% Skilled/ Unskilled worker 1%
Some college (Including. Shop Owner/ trader 1%
Diploma) but not a graduate 10% Clerical / Salesperson 2%
Graduate / Post-Graduate Student 5%
General (BA, BSC. MSC, Bcom Housewife 2%
etc.) 42% Retired 2%
Graduate / Post-Graduate Businessman / Industrialist 6%
Professional 43% Officer / supervisor 7%
Other 3% Self employed professional 12%
Executive - junior 12%
Base: Executive - senior 16%
2240 Executive - mid level 29%
Other - please specify 6%
Base:
2240
Qualification
: 85% of Online Banking UsersOccupation
: 57% of Online Banking Users are at
have a Bachelor or Post Graduate degree, an executive level (junior, senior and mid-level
representing an educated audience. 10%executives).
of 12% are professionals or self
Online Banking Users have some collegeemployed; 7% are officers/supervisors; 5% are
(Including diploma, but not a graduate) students, 2% are housewives, and 2% are
education, 2% have SSC/HSC qualificationsretired.
and
3% fall in the others category.
Page No 20 / 62
Online Banking User! A Demographic Profile – Ownership of Plastic & Vehicles

By Plastic ownership By Online Usage
100% 100%
86%
78%
80% 80%
65%
60% 60%
40% 40% 31% 31% 33%
22%
20% 20%
2%
0% 0%
ATM CreditDebit None CreditDebit Both None
Ca rdCa rdCard Card Card
Base: Base:
2240 2240
By Vehicle Ownership
100%
80%
60%
42% 41%
40% 22% 21%
20%
0%
Base:
2240
Plastic Ownership:
86% of Online Banking Users own ATM cards, 65% own credit cards and 78%
own debit cards.
Plastic Usage Online:

31% of Online Banking Users use their credit cards online, 31% use debit
cards online and 33% use both debit and credit cards. 22% do not use credit or debit cards online.
There is a need, therefore, to create more awareness about the security measures employed by banks
to make this 22% more comfortable with using credit or debit cards online.
Vehicle Ownership:
42% own Car/4-wheelers, 41% own Motorbikes, 22% own Scooters.
Page No 21 / 62
Online Banking User! A Demographic Profile State | Cities

By State
40.0%
28.7%
17.7%
20.0% 10.3% 8.3% 5.3% 4.6% 4.6% 3.3% 3.2% 3.1% 1.8% 1.7% 1.6% 1.0% 4.7%
0.0%
Base:
•2240
28.7% of Online Banking Users are from Maharashtra followed by Delhi at 17.7% and Tamil Nadu
at 10.3%.
• Karnataka accounts for 8.3% of Online Banking Users followed by Uttar Pradesh at 5.3%, Andhra
Pradesh and West Bengal at 4.6% each, Gujarat at 3.3%, Rajasthan at 3.2% and Madhya Pradesh
at 3.1% who bring up the Top 10 states.
• Kerala accounts for 1.8% of Online Banking Users, followed by Haryana at 1.7%, Bihar at 1.6%,
Uttaranchal at 1% and Other states at 4.7%.
Page No 22 / 62
Online Banking User! A Demographic Profile - State | Cities

Top 10 cities by %
40.0%
22.5%
20.0% 17.3%
7.1% 5.7% 4.1% 3.3% 2.6% 1.6% 1.6% 1.6%
0.0%
Base:
2240
Top 8 cities (Outside of Top 10) by %
40.0%
26.3%
20.0%
1.1% 1.0% 0.8% 0.8% 0.7% 0.7% 0.6% 0.5%

0.0%
Base:
2240
• Mumbai leads the way with 22.5% Online Banking Users, followed by New Delhi at 17.3%.
Chennai is third with 7.1% of Online Banking Users followed by Bangalore at 5.7% and Kolkata at
4.1% finishing the Top 5 cities.
• Pune accounts for 3.3%, Hyderabad for 2.6%, Kanpur, Lucknow and Ahmedabad 1.6% each bring
up the Top 10.
• Patna follows at 1.1%, Jaipur at 1%, Cochin and Indore at 0.8% each, Bhopal and Guwahati at
0.7% each, Vadodara at 0.6%, and Chandigarh at 0.5%.
• 26.3% of Online Banking Users come from other cities indicating that Online Banking Services are
being used in many smaller cities that don’t figure in the Top 18.
Page No 23 / 62
Online Banking User! A Demographic Profile - Internet Access
Internet Access
100%
80% 73%
64%
60%
40% 36%
20% 13%
5% 1%
0%
Home Office Cyber cafe Friend"s place Mobile Other
Base:
2240
Multiple points of Internet Access
10 0 %
80%
60%
44%
40% 2 6% 19 % 15 % 11% 10 % 9 % 6% 5 % 4 %
20%
0%
Ho m eO+ f f i ce
H ome
+ Ho+ me H+om eOf + f ic eHome
+ C+yb e rcOfa ff iec H
e
+ ome
+ +
Of f icCe yb e C
rc yb
af er
e Of
ca f iec M
e o+ b ilMe o b ilOef f i ce
M o+bCil yb
e e rcOfaff eic e
+ +
C yb e rc a f e M o b i le M o bile
C yb er ca f e
a n d M o b il e
Base:
2240
64% of Online Banking Users access the Internet from home; 73% access Internet from their offices.
36% of Online Banking Users access the Internet from Cybercafés.
Online Banking Users access their accounts from multiple points. 44% of Online Banking Users access
the Internet from Home + Office, 26% access from Office + Cybercafé, 19% from Home + Cybercafé,
15% from Home + Office + Cybercafé, 9% from Home + Office + Mobile, 11% from Home + Mobile,
10% from Office + Mobile, 6% from Cybercafé + Mobile, 5% from Office + Cybercafé + Mobile and
4% access the Internet from Home + Office + Cybercafé +Mobile.
Page No 24 / 62
Online Banking User! A Demographic Profile – Internet Usage by Years | Hours

By – Internet Usage by years By – Internet Usage by hours a week
100% 100%
80% 80%
60%50% 60%
42% 40%36% 28% 24%
40%
20% 10% 2%
20% 5% 2% 1% 0%
0%
Base: Base:
2240 2240
By Years:
• 97% of Online Banking Users have used the Internet for more than 1 year;
• 50% of Online Banking Users have been using the Internet for more than 6 years and 42% for
3-5 years. These numbers reflect a pedigreed audience that is comfortable and familiar with
the range of online activities and is using the Online Banking to their advantage.
• 5% of Online Banking Users have been using the Internet for 1-2 years, 2% for 6-11 months
and 1% for less than 6 months.
By Hours:
• 88% of Online Banking Users use the Internet for more than 5 hours a week, representing
that the Internet is becoming an integral part of ‘daily activity’.
• 36% of Online Banking Users use and access the Internet for more than 21 hours a week and
are categorized as heavy Internet users.
• 28% of Online Banking Users use the Internet for 11-20 hours a week and 24% use the
Internet for 5-10 hours a week which represents the moderate Internet User.
• 10% of Online Banking Users use the Internet for less than 5 hours representing an evolving
Internet user category.
Page No 25 / 62
Online Activities of Online Banking Users
Online Activities Personal Work related

Email 99% 96%
Surfing 78% 57%
Use search engine to find information 76% 68%
Look up news online 61% 38%
Job Search 53% -
Chatting 51% 28%
Answering surveys online 45% 21%
Online Bill Payments 44% -
Online Shopping 42% -
Online Stock trading 29% -
Astrological Predictions 26% -
Participate in an online auction 21% -
Look for religious / spiritual information 18% -
Look up news mobile 17% 8%
Matrimonial 14% -
Make a donation to a charity online 7% 3%
Other 2% 2%
Base 2240
2240
Personal online activities
• 99% use the Internet for e-mail; 78% for Surfing; 76% for Searching information’;
• 61% look up News Online, 53% Search for Jobs, 51% Chat;
• 45% Answer Surveys; 26% look up astrological predictions, 18% read religious information and
17% look up news on their mobile.
• 44% of Online Banking Users prefer paying their Bills Online; 42% Shop Online, 29% conduct
stock trading transactions, 21% participate in an Online Auctions and 7% donate online.
Work related online activities

• 96% of Online Banking Users use the Internet for e-mail;
• 57% for Surfing and 68% use it for Searching information.
• 38% of Online Banking Users look up News Online,
• 28% Chat and 21% Answer Surveys Online.
Page No 26 / 62
How did you hear about Online Banking Services?
Communication / Advertisement to initiate Online Banking %

Bank Officials told me 57%
Self-driven initiative 45%
Advertisement Print, TV, Radio, ATM, Poster in the Bank 35%
Advertisement Internet 7%
Friends / Peers 17%
Advertisement - Mobile 6%
Other 2%
Base 2,240
How did the 35% of consumers who use ‘Online Banking Services’ come to know about
‘Online Banking’ as a channel?
• 57% of the Online Banking Users came to know about Online Banking Services from a bank
official;
• 45% of the Online Banking Users learned on their own;
• 35% came to know of Online Banking Services through advertisements in Print, on TV and Radio,
in ATMs and posters;
• 7% from online advertisements;
• 17% of the Online Banking Users came to know of Online Banking Services through friends and
peers and 6% through mobile advertisements.
Page No 27 / 62
Where do you access your Online Banking Account from?
100%
80% 73%
64%
60% 41% 48%
36%
40%
20% 9% 0% 1% 5% 13%
0%
Home Office Cyber café Friend"s place Mobile
Online Banking Use Generic Use
Base:
2240
For any financial transaction related Internet activity it is necessary to understand the
primary choice of Internet access to access Online Banking Services
• 41% of Online Banking Users access their online banking account from home;
• 48% of Online Banking Users access their online banking account from office;
• 9% of Online Banking Users access their online banking account from cyber cafes;
• 1% of Online Banking Users access their online banking account from their mobile (refers
predominantly to banking alert services).
Page No 28 / 62
Frequency of Online Banking – Usage: Annual, Monthly
Started Online Banking Services since…
100%
80%
60% 39%
40% 25% 17% 15%
20% 4%
0%
24+ months 13-24 months 7-12 months 1-6 months < 1 month
Base:
2240
• 64% of the Online Banking Users have used Online Banking Services for over 1 year of which 39%
have used the service for over 2 years and 25% during the last 13-24 months.
• 17% have used ‘Online Banking’ for 7-12 months and 15% for 1-6 months.
• 4% have used ‘Online Bill Payments’ for less than one month.
Number of times Online Banking Services are used in a month / week …
100%
80%
60%
40% 15% 28% 27%
20% 13% 14% 2%
0%
At least once
Once everyOnc
2 e in aOnce in a Onc e in aOthers
a day or more
- 3 days w eek fortnightmonth or less
Base:
2240
• 15% use Online Banking Services once a day or more.
• 28% use Online Banking Services ‘Once every 2-3 days’.
• 27% use Online Banking Services ‘Once a week’;
• 13% ‘Once a fortnight’ and 14% bank online ‘Once in a month or less’.
All the above statistics reflect the growing acceptance of Online Banking.
Page No 29 / 62
Frequency of Online Banking – Usage: Day, Time Zone
Online Banking Services by days Online Banking Services by time
100% 10 0 %
80% 8 0%
60% 6 0%
45%
39%
40% 4 0%
2 8%
2 0 % 17 % 15 %
20% 16% 2 0% 13%
7%
0% 0%
Weekends Weekdays All days 12 a8am
m 1--2 p3 m
pm6p
- -m9 -pm -
8am1 2 p3 m
pm 6p m9 pm12am
Base: Base:
2240 2240
• 16% of Online Banking Users use Online Banking Services over the weekend;
• 39% Bank Online on weekdays and 45% on weekdays and weekends. Online Banking Services
give consumers a choice of conducting banking transactions on ‘Working Days & Holidays’.
• 7% of Online Banking Users Bank Online between 12 midnight and 8 am;
• 28% use Online Banking services between 8 am and 12noon,
• 20% between 12 noon and 3 pm and 13% between 3 pm and 6
pm. pay bills between 6 pm and 9 pm and 15% between 9 pm and 12 midnight.
• 17%
• These numbers highlight the convenience of Online Banking to pay bills outside of traditional
working hours.
Page No 30 / 62
Online Banking Users state ‘Important factors to Bank Online’
100%
80%
60% 51%
44% 43%
40%
22% 20%
20%
0%
Very Convenient Saves Time BetterMore
control
informationAll
over my finances
available online
Base:
2240
Online Banking delivers phenomenal value to consumers. It is convenient, it saves time, it is easy to
use and it can be personalized. Consumers can access complete information about their accounts and
perform a variety of transactions, with the exception of cash withdrawals, with a few clicks.
• 51% of Online Banking Users say that convenience is the most important factor. Online banking
lets them access their accounts from anywhere and at anytime.
• 44% say that online banking saves time. Online customers are fairly self-reliant and prefer like the
fact that they can log on, find information, check their accounts, and make inquiries anytime.
• 22% say that online banking gives them better control over their finances. Features such as
automatic bill payments help consumers make their bill payments on time, thereby avoiding late
fees.
• 20% say they get more information online. Users can find relevant information quickly without
having to visit a branch office about their account balances and history as well as about the
various services offered by their bank.
• 43% say that all the factors are important.
Page No 31 / 62
Online Banking Users state ‘Single Most Important factor to Bank Online’
100%
80%
60% 41% 38%
40%
20% 8% 6% 6%
0%
All Checking bank Ea se ofEase with which
The ability
I to pay
balances / transferringcan check ifbills
my through my
statementsmoney betwpayments
een have bank site
my accounts cleared
Base:
2240
• 41% of the Online Bank Users cite all reasons, including the ability to check bank balances
statements’, check if payments have cleared’ and pay bills and the ease of transferring money
between accounts, as Single Most Important factor to bank online.
• 38% of the Online Banking Users cite the ability to check bank balances and statements as the
most important factor. Users can bank online round the clock, beyond traditional banking hours.
In addition, they can save their banking transaction history in soft copy or get print outs.
• 8% of the Online Banking Users cite ease of transferring money between accounts as the most
important factor. With 43% (refer ‘Online Banking Services & Number of Accounts’) using more
than one online banking account, the usage of this service will increase.
• 6% of the Online Banking Users cite the ability to check clearance of payments as the most
important factor. Online Banking Users can check the up to date status of their bank accounts
from any place that has an Internet connection, without having to go to a branch.
• 6% of Online Banking Users cited the ability to pay bills through their online bank account as an
important factor. Features such as automatic bill payment help users avoid late fees (For a
detailed Report on Online Bill Payment, Please read IAMAI’s Online Bill Payment Research Report
2006).
Page No 32 / 62
Information Transactions Consumers do on Online Banking Sites –

Account Balances & Statements
Account Balances / Statement Information %

1. Real-time account balances 81%
2. Statement information / ordering 60%
3. Real time transaction histories 55%
4. Online Statements Generated in a easy read / print / save PDF 54%
Base:
2240
• Checking up-to-the-minute account balances is the primary activity of Online Banking Users. 81%
of the Online Banking Users used online banking to view their account balances.
• 60% of the Online Banking Users used online banking to check or request statements.
• 55% of the Online Banking Users viewed transaction history on their bank’s website.
• 54% used online banking to get e-statements after regular banking hours. Users can get their
online statements in easy to read / print / save formats.
Banking Channel preference as attached with Information Transactions
100% 73% 77% 73%

50%
3%18%
8%6% 11%
11%4%10%
5%
0%
Account balances Transaction histories
Statement
/ information /
updates ordering
Internet Branch ATM Phone Banking
Base:
•2240
73% of the Online Banking Users who do information-based transactions prefer viewing their
account balances online, 3% at their branch, 18% through ATMs and 6% via phone banking.
Transaction Histories/ Updates
on the Internet, 8% at their Branch and 11% through ATMs.
statement history/ updates on the Internet.
Page No 33 / 62

Cheque books & reconciliation
Cheque Books / Cheque Reconciliation %

1. Order Cheque Books 53%
2. Cheque reconciliation & tracking 24%
3. Stop Cheques / Automated service requests for stop cheques 21%
4. Order Deposit Slips 14%
Base:
•2240
53% of the Online Banking Users have ordered their cheque books online.
• 24% prefer cheque reconciliation and on tracking
their bank’s website. This is especially crucial
whilst expecting funds to be cleared in the user account or whilst issuing checks or just wanting to
issue a stop payment on particular check.
• 21% of the Online Banking Users have used their Bank Website for Stop Cheques / Automated
service requests for stop Cheques.
• 14% of the Online Banking Users have ordered deposit slips on their bank’s website.
100%
50% 55% 41% 31%
50% 28% 31% 37% 45%
12%
11%
5%9%
4%18%
14%9%
0%
Order Cheque Books Cheque reconciliat
Stop Cheques
ion Order Deposit Slips
& tracking
In ter n et Branch ATM Phone Banking
Base:
•2240
50% of the Online Banking Users who do information-based transactions prefer ordering their
cheque books on the Internet; 28% with the branch; 12% at the ATM and 11% through phone
banking. 55% of the Online Banking Users who do information-based transactions prefer doing
cheque reconciliation and tracking on the Internet; 31% with their branch; 5% through ATMs and
9% through phone banking
• 41% of the Online Banking Users prefer online requests for stop cheques/ automated service
requests for stop cheques; 37% with their branch; 4% through ATMs and 18% through phone
banking. 31% of the Online Banking Users who do information based transactions prefer Ordering
their Deposit Slips on the Internet; 45% from a branch; 14% at the AMT and 9% through phone
banking.
Page No 34 / 62
Information Transactions Consumers do on Online Banking Sites – Credit & Debit Cards
Credit / Debit / ATM Card %

1. Credit card and Debit card transaction history & updates 42%
2. Check status of account in credit card 27%
3. Reporting ATM / Credit Card loss 19%
4. Apply for Credit Cards 15%
Base:
• 42% of Online Banking Users have viewed credit card and debit card transaction history and
2240
updates on their bank’s website.
• 27% prefer checking the status of their credit card accounts on their bank’s website. This a useful
service as it helps users avoid paying bills late and incurring a late fee as users can view the last
payment received date, last payment amount, payment due date and next statement date.
• 19% have reported ATM / credit card loss on their bank’s website.
• 15% have applied for credit cards on their bank’s website.
100% 68% 67%

50% 16%7%15%
9% 31%
6%12% 33%16% 30% 47%
5% 34%
4%
0%
Credit card and Debit
Check statusReporting
of ATMApply
/credit
for Credit Cards
card transaction
account in credit card
card loss
history & updates
Base:
•2240
68% of Online Banking Users who do information-based transactions prefer to use their bank’s site
for history and updates on credit card and debit card transactions.
• 67% of Online Banking Users who do information-based transactions prefer to use their bank’s
Website to check the status of their credit card account.
• 30% of Online Banking Users who do information-based transactions prefer to use their bank’s
website to report ATM/ credit card loss.
• 47% prefer to apply for credit cards
. online
Page No 35 / 62

Demat, FD, DD, Pay Orders
Demat / Fixed Deposits / DD / Pay orders %
1. Demat Account - Information 27%
2. DD / Pay Orders / Overdrafts - Information 23%
3. Fixed Deposits - Information 23%
Base:
2240
• 27% of Online Banking Users view information regarding their demat on their
account
bank’s
website.
• Consumers who have linked their demat account to their Internet banking account can View their
holdings, and transaction statements and check the status of requests such as demat request,
transfer instruction and pledge request, check personal details, Check the ISIN of securities, check
settlement details like pay-in and pay-out dates of a settlement, check ledger balances, request
for a transfer instruction booklet and check details of bills.
• 23% have accessed information about their DD, Pay Orders, Overdrafts andonFixed Deposits
their bank’s website.
100%
63% 56% 56%
50% 26% 31% 34%
4% 7%
4% 10%
3% 7%
0%
Demat Account Information DD / Pay Orders / Overdrafts Fixed Deposits Information
Base:
•2240
63% of Online Banking Users who do information-based transactions prefer using their bank’s
website for information on their demat account; 26% prefer their branch, 4% the ATM and 7%
phone banking.
• 31% of Online Banking Users who do information-based transactions prefer using their bank’s site
for DD/ Pay Orders / Overdrafts; 56% prefer their branch; 4% the ATM and 10% phone banking.
• 56% of Online Banking Users who do information-based transactions prefer checking information
on their fixed deposits on the Internet, 34% at their branch, 3% at the ATM and 7% through
phone banking.
Page No 36 / 62
Information Transactions Consumers do on Online Banking Sites - Loans
Loans %
1. Details of loans (Car / Home / Personal etc.) 17%
2. Apply for Loans (Car / Home / Personal etc.) 11%
Base:
2240
• 17% of Online Banking Users have accessed details of loans (Car / Homeon their
/ Personal etc)
bank’s website
• 11% haveapplied for loans (Car / Home / Personal
on their
etc)bank’s website.
100%
52% 39%
50% 33% 46%
12% 12%
4% 3%
0%
Details of loans (Car / Home / Personal etc.) Apply for Loans (Car / Home / Personal etc.)
Base:
2240
• 52% of Online Banking Users who do information-based transactions prefer using their bank’s
website for details of loans (Car/ Home/ Personal), 33% prefer their branch, 4% the ATM and 12%
phone banking.
• 39% of the Online Banking Users who do information-based transactions prefer to apply for loans
(Car/ Home/ Personal etc) on their bank’s website; 46% prefer their branch, 3% the ATM and
12% Phone Banking.
Page No 37 / 62
Information Transactions Consumers do on Online Banking Sites – Complains, TDS
Miscellaneous – Complains / TDS %

1. Complaints on discrepancy in account etc. 25%
2. Details of TDS 10%
Base:
2240
• 25% of Online Banking Users prefer complaining about discrepancies in their onbank account etc
their bank’s website. This is an opportunity for banks to understand their consumers’ problems
and continuously deliver better customer service.
• 10% of Online Banking Users have viewed details of TDS on their bank’s website.
100%
50% 42% 49%
34% 36%
21% 10%
4% 5%
0%
Complaints on discrepancy in account TDS Details
Base:
•2240
42% of Online Banking Users who do information-based transactions use their bank’s website for
complaining about discrepancies in their accounts, 34% prefer their branch, 4% the ATM and 21%
phone banking.
• 49% of Online Banking Users view details of TDS on their bank’s website; 36% use their branch,
5% use the ATM and 10% phone banking.
Page No 38 / 62
Do you use Online Banking Services to do Financial Transactions?
100%
80% 74%
60%
40%
26%
20%
0%
Yes No
Base:
2240
‘Two global best practices have helped increase consumer adoption of financial transaction online.
First, banks, offering online banking, have made bill payment the centerpiece of their online offering—
not an add-on service. Second, successful banks are focusing significant resources on educating and
galvanizing their branch staff. For newcomers to online banking, encouragement and explanation by a
branch staff has proven to tip the scales from awareness to action – and this is endorsed by our online
banking report’
Three drivers that will ensure increased adoption of online financial transactions are: 1) electronic
payments clear faster than cheques; 2) half of all banking transactions today no longer involve human
interaction and 3) Online users are comfortable with a self-service model and this will drive online
banking consumers to go beyond information transactions.
• 74% (73.6%) of Online Banking Users do financial transactions online. Primary activities include
transferring funds, paying bills, repaying loans, settling credit card, utility bills etc, and purchasing
financial instruments and certificates of deposit. [*73.60% equivalent to 1649 respondent base]
• 26% (26.3%) of Online Banking Users do not do financial transactions, using the service only for
information transactions. Banks need spread awareness about the convenience and security of
online banking to help these users move from information transactions to financial transactions.
Page No 39 / 62
Financial Transactions Consumers do on Online Banking Sites – Transfer of funds
Transfer of funds %
1. Transfer of funds Account-to-account (to your account) 76%
2. Transfer of funds Account-to-account (to another bank account /
62%
third party accounts)
Base:
1649
• 76% of Online Banking Users (who do financial transactions) have transferred funds from one
account to another of their accounts.
• 62% of the Online Banking Users (who do financial transactions) have transferred funds from
their bank account to third-party accounts through their bank’s website.
Banking Channel preference as attached with Financial Transactions
100% 83%
80% 69%
60%
40% 25%
20% 12%
3% 3%
2% 2%
0%
Transfer of funds Account-to-account
Transfer (to
of funds Account-to-account (to
your account) your third party account)
Base:
•1649
83% of Online Banking Users (who do financial transactions) prefer to transfer funds from one
account to another through the Internet; 12% prefer a branch, 3% prefer ATMs and 2% phone
banking.
• 69% of Online Banking Users (who do financial transactions) prefer to transfer funds to a third-
party account
through the Internet; 25% prefer a branch, 3% prefer ATMs and 2% phone
banking.
Page No 40 / 62
Financial Transactions Consumers do on Online Banking Sites – Pay Bills or Shop Online
Pay Bills or Shop Online %

1. Pay bills (electricity, telephone, cell phone) 63%
2. Pay for Credit card bills 55%
3. Use my bank account as a channel of payment to shop online with
43%
direct debit to bank account
Base:
1649
• 63% of Online Banking Users (who do financial transactions) have paid their bills (electricity,
telephone, cell phone) on their bank’s website. (For a detailed Report on Online Bill Payment,
Please read IAMAI’s Online Bill Payment Research Report).
• 55% of Online Banking Users (who do financial transactions) pay their credit card bills on their
bank’s website.
• 43% of the Online Banking Users (who do financial transactions) use their online bank account to
shop online with a direct debit to the account.
100% 77% 72% 71%

80%
60%
40% 16%5% 17%
20% 8%18%
3% 4% 6%
3%
0%
Pay bills (electricity
Pay, f or Credit cards bills Use my bank acc ount as a
telephone, cellphone) channel of payment to shop
online "direct debit to bank
account
Base:
•1649
77% of Online Banking Users (who do financial transactions) prefer paying their bills (electricity/
telephone/ cell phone) on their bank’s website; 16% prefer their branch, 5% an ATM and 3%
phone banking.
• 72% of Online Banking Users (who do financial transactions) prefer paying their credit Card bills
on their bank’s website; 17% prefer their branch, 8% the ATM and 3% Phone Banking.
• 71% of the Online Banking Users (who do financial transactions) prefer using their online bank
account to shop online, with direct debit to the account.
Page No 41 / 62
Financial Transactions Consumers do on Online Banking Sites – Order a FD, DD, Overdraft…
Order FD, DD, Overdraft %

1. Request for a Demand Draft / Pay orders 35%
2. Request a new Fixed Deposit 21%
3. Request for a Overdraft Order 11%
Base:
1649
• 35% of Online Banking Users (who do financial transactions) have requested demand drafts and
pay orders through their bank’s website.
• 21% of Online Banking Users (who do financial transactions) have requested new fixed deposits
through their bank’s website. Online Banks allow for Automatic Renewals and Transferring of
Funds from ‘Other Accounts’.
• 11% of Online Banking Users (who do financial transactions) have requested for overdrafts
through their bank’s website.
100%
80%
60% 40%45%30%53%37%51%
40%
20% 5%10% 15% 9%
3% 3%
0%
Request for a Demand
Request
Draftfor
/ a Overdraft Order Request a new Fixed Deposit
Pay orders
Base:
•1649
40% of Online Banking Users (who do financial transactions) prefer their bank’s website to request
a demand Draft/ Pay Order; 45% prefer their branch, 5% the ATM and 10% phone banking.
• 30% of Online Banking Users (who do financial transactions) prefer their bank’s website to request
an overdraft; 53% prefer their branch, 3% the ATM and 15% phone banking.
• 37% of Online Banking Users (who do financial transactions) prefer their bank’s website to request
a new fixed deposit; 51% prefer their branch and 9% phone banking.
Page No 42 / 62
Satisfaction Index – Site Architecture
Neither
Very Satisfied Very
Site Architecture Dissatisfied
Satisfied Satisfied nor Dissatisfied
dissatisfied
Look & feel of the website 49% 43% 7% 1% 0%
Ease of accessing the
website 47% 43% 9% 1% 0%
Range of services available 38% 46% 14% 2% 0%
Ease of locating the correct
37% 43% 16% 4% 1%
information
Base:
1649
A feature-rich online banking platform improves site stickiness and, more important, customer
stickiness. It’s crucial to deliver user experience which includes tools that are easy & simple to use.
• 49% of Online Banking Users (who do financial transactions) are Very Satisfied’ with the ‘look and
feel of the website’,
43% are Satisfied, 7% are neither Satisfied nor Dissatisfied’ and 1% are
Dissatisfied.
• 47% of Online Banking Users (who do financial transactions) are Very Satisfied with the ‘ease of
accessing the website’, 43% are Satisfied, 9% are neither Satisfied nor Dissatisfied and 1% are
Dissatisfied.
• 38% of Online Banking Users (who do financial transactions) are Very Satisfied with the range of
services available, 46% are Satisfied, 14% are neither Satisfied nor Dissatisfied and 2% are
Dissatisfied.
• 37% of Online Banking Users (who do financial transactions) are Very Satisfied with the ease of
locating correct information, 43% are Satisfied, 16% are neither Satisfied nor Dissatisfied, 4% are
Dissatisfied and 1% is Very Dissatisfied.
Page No 43 / 62
Satisfaction Index – Query Resolution
Neither
Very Satisfied Very
Query Resolution Dissatisfied
Satisfied Satisfied nor Dissatisfied
dissatisfied
Query resolution - Emails 30% 41% 21% 6% 2%
Query resolution - SMS 20% 32% 39% 7% 3%
Query resolution - Online 25% 37% 29% 7% 2%
Request posting (request
for cheque books, etc.) 33% 45% 19% 3% 1%
Base:
1649
Banks can use their online presence to improve deliver better customer service as more and more
Online Banking Users seek to resolve their queries online.
• Queries resolved by Email: 30% of Online Banking Users (who do financial transactions) are Very
Satisfied, 41% are Satisfied, 21% are neither Satisfied nor Dissatisfied, 6% are Dissatisfied and
2% are Very Dissatisfied.
• Queries resolved by SMS: 20% of Online Banking Users (who do financial transactions) are Very
3% are Very Dissatisfied
• Queries resolved online
are mainly attached with pop-up alerts regarding posting of information
and financial transactions. 25% of Online Banking Users (who do financial transactions) are Very
2% are Very Dissatisfied.
• Request for cheque books, deposit slips33%etc:
of Online Banking Users (who do financial
transactions) are Very Satisfied, 45% are Satisfied, 19% are neither ‘Satisfied’ nor Dissatisfied,
3% are ‘Dissatisfied’ and 2% are Very Dissatisfied.
Page No 44 / 62
Satisfaction Index – Technological Architecture
Neither
Technological Very Satisfied Very
Dissatisfied
Architecture Satisfied Satisfied nor Dissatisfied
dissatisfied
Speed of transactions 41% 39% 15% 4% 2%
Extent of downtimes
(website not functional) 23% 41% 27% 7% 2%
Base:
1649
• Speed of Transactions on their Bank: Website
The speed with which a consumer can perform an
online banking transaction is directly related to customer satisfaction. 41% of Online Banking
Users (who do financial transactions) are Very Satisfied, 39% are ‘Satisfied’, 15% neither
‘Satisfied’ nor ‘Dissatisfied’, 4% ‘Dissatisfied’ and 2% ‘Very Dissatisfied’.
• Extent of Downtime (Website / Page Not functional): This aspect has to be handled with care as
the USP of online banking is the ability to bank anytime. 23% of Online Banking Users (who do
financial transactions) are Very Satisfied, 41% are Satisfied, 27% are neither ‘Satisfied’ nor
‘Dissatisfied’, 7% are ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.
Page No 45 / 62
Customer Service / Support received for Online Banking Services
Customer Service / Support Online Email SMS None

Frequently asked questions 56% 62% 21% 10%
Transaction alerts 44% 58% 41% 7%
Statements 54% 64% 17% 8%
Query Resolution - 79% 20% 16%
Online Demo 66% - - 34%
Base:
1649
In an evolving self-service banking culture, banks will have to proactively provide Online
Banking Users with information and across
alertsmany touch points. It has to enable them to get
information and perform transactions with ease and without any human intervention.
• FAQ or frequently asked questions: 56% of Online Banking Users check FAQs online, 62% have
received them via email, 21% have received them via SMS and 10% haven’t received any.
• Email & SMS alerts: These alerts help banks deliver up to date information on all transactions to
customers and also raise appropriate alarms on fraudulent transactions. 44% of Online Banking
Users have received transaction alerts online; 58% have received them via Email; 41% have
received them via SMS alerts, 7% haven’t received any alerts.
• Statements online / email / 54%
SMS:of Online Banking Users get their statements online, 64%
by email, 17% by SMS (mini-statements) and 8% haven’t received any.
• 79% of Online Banking Users (who do financial transactions) get their queries resolved by email,
20% by SMS and 16% haven’t had their queries resolved across any touch point.
• 59% of Online Banking Users receive phone banking support on their online banking queries 24x7
and 26% receive support only between 9 am and 5 pm.
• Online demos help handhold new customers and can be a good tool to visually answer simple
queries. It can also serve as a self-learning tool and help pre-qualified customers learn how to use
basic and advanced services. 66% of Online Banking Users say their banks have an online demo
and 34% say their banks have no online demo.
Page No 46 / 62
Why haven’t you started doing financial transactions on Banking Sites?
I do not know how to transfer money online 22%

I have security concerns on financial transactions 43%
Prefer to conduct transfer transactions face-to-face at my bank 39%
Bank’s website is not user friendly 10%
None of my banks offer it 2%
Other 8%
Base:
591
26% (26.3%) of the Online Banking Users do not do financial transactions, using the service only for
information transactions. It’s, therefore, critical to understand the reasons for not using online
transactional services.
• I do not know how to transfer money online: 22% of Online Banking Users haven’t started doing
financial transactions on banking websites because ‘they don’t know how to’. This is an audience
that will benefit the most from on-site demos and lucid FAQs. Banks can also consider setting up
demonstration kiosks at ATMs and in their branches.
• Security concerns: 43% of Online Banking Users haven’t started doing financial transaction on
banking websites because they have security concerns.
• Prefer Face to Face Banking: 39% of Online Banking Users haven’t started doing financial
transactions on banking websites because they prefer to do it face to face.
• Website is not user friendly: 10% of Online Banking Users haven’t started doing financial
transactions online as their bank’s website is not user friendly.
• Bank does not offer it: 2% of Online Banking Users haven’t started doing financial transactions
online because their bank does not offer it.
Page No 47 / 62
How soon will you start doing financial transactions on Online Banking sites?
100%
80% 68%
60%
40%
20% 12% 7% 3% 2% 1% 7%
0%
Wit hin 1a-3 months 4-6 months 613
-12months+ Can’t Say Not Likely
month mo nt hs
Base:
591
It is crucial for banks to encourage customers who use online banking for information transactions to
start doing financial transactions to improve ROI from the investment in building an e-Infrastructure.
• 24% of the Online Banking Users who do information transactions are likely to start transferring
funds and using online banking for other financial transactions in less than 13 months.
• 12% of the Online Banking Users who do information transactions will start doing financial
transactions on their bank’s website within a month, 7% in 1-3 months, 3% in 4-6 months, 2% in
7-12 months, 1% within 13 months and 7% are not likely to do financial transactions online.
• 68% of Online Banking Users who do information transactions cannot say when they will start
doing financial transactions on their bank’s website.
Page No 48 / 62
Why Netizens don’t you use Online Banking Services?
100%
80%
60% 36% 29% 29% 25% 23% 11%
40%
20%
0%
Ne ve rPrivacy of my
Pr e f er tSec
o urityNot sure howNon e of my
consideredinf ormation
conduct concerns on to use itbanks offer it
using online banking financial
banking activities face-
transactions
to-face
Base: 4125 - Not banking Online: 3660 + Used Online Banking & Stopped: 465
65% [64.81%] of the respondent base – 4125 respondents -- are not using Online Banking Services.
It is crucial to understand why they are not using these services despite the fact that they are
convenient, easy to use save time and are available 24 hours.
• 36% of the respondents have not used online banking services as they have never considered it.
• 29% have not used online banking services as they have concerns about the privacy of their
information.
• 29% have not used online banking services as they prefer conducting it face to face.
• 25% have not used online banking services as they believe it is not secure.
• 23% have not used online banking services as they are not sure how to use it.
• 11% have not used online banking services as their banks do not offer it.
Page No 49 / 62
What would encourage Netizens to start using Online Banking Services?
10 0 %
8 0%
6 0% 5 0 %
4 0% 2 9% 2 9% 28 % 2 3 % 18 %
2 0%
0%
B a n k g ua
B arannk t pe C
ro
e sle
vi ad rlesy Be axpnkla in
reI du
w ilcl ene
s Ivf e Ir b
caann a
k c c es s
t ha t o onlnlinine
e c usp tom
ro c er e sfees
s wi /t chharges
t h ro u g forh
theI nt
Intererne
nett mor e
ba n k in gsupport
i s s afseerv on ic lien e o n li n e f r eq u e nt ly
an d s e c ur e d e m o n str tans ra t act
i o nio ns
Base:
4125
65% [64.81%] of the respondent base – 4125 respondents -- are not using online banking services.
It is, therefore, important to understand what initiatives or incentives will encourage these
respondents to begin using online banking.
• 50% of the respondents would be encouraged to start using online banking services if given a
guarantee that they are secure.
• 29% would be encouraged to start using online banking services if they are provided online
customer support.
• 29% would be encouraged to start using online banking services if they are given a clear online
demonstration.
• 28% would be encouraged to start using online banking services if there was a reduction in fees/
charges.
• 18% of the respondents would start using online banking services if they can access the Internet
more frequently.
• 23% of the respondents say they will not bank online.
Page No 50 / 62
Appendix A – Geographic Location of - Online Banking User

North South
BiharPatna,
- Bhagalpur, Andhra PradeshBhimavaram,
- Hyderabad,
Dhanbad Secunderabad, Vijayawada, Visakhapatnam, Guntur,
DelhiNoida,
- New Delhi, Nellore, Tirupati, Kolar, Eluru, Kakinada, Rajamundry
Himachal Pradesh
Shimla,
- Dehradoon Karnataka
Bangalore,
- Mangalore, Hub li, Mysore,
Udupi, Karwar, Ramagundam, Hospet,
Jharkhand
- Ranchi
Uttar Pradesh
- Allahabad, Agra, Bareilly, Ghaziabad,
KeralaKottayam,
- Alappuzha, Calicut, Cochin, Kollam,
Mau, Lucknow, Meerut, Varanasi, Kanpur, Kottayam,
Bhadohi,Kannur,
Haldwani, Haridwar
Tamilnadu Coimbatore,
- Kanchipuram, Chennai,
Rajasthan-
Jaipur, Jodhpur, Kota, Bhilwara Hosur, Madurai, Ooty, Pondicherry, Tirupur, Vellore,
Villupuram, Tirunelveli, Trichy, Karur, Nagapattinam
Punjab-Amritsar, Chandigarh, Jalandhar, Ludhiana,
Mohali, Hoshiarpur, Moga, Patiala, Barnala
Haryana- Ambala, Faridabad, Gurgaon
East West
West Bengal
-Kolkata, Chandannagar, Durgapur,
Maharashtra
- Aurangabad, Bhiwandi, Jalgaon, Kalyan,
Jalpaiguri, Jamshedpur, Lakhimpur Khamgaon, Kolhapur, Manmad, Mumbai, Nagpur,
Sikkim- Gangtok Nanded, Nashik, Palghat, Paradwip, Pune, Raigarh,
Rajpur, Sangli, Thana
Assam-Guwahati Goa
OrrisaBhubaneshwar,
- Cuttack, Rourkela Madhya -Gwalior, Indore, Bhopal, Bhilai,
Ujjain
Pradesh
GujaratJamnagar,
- Junagadh, Neyveli, Rajkot,
Silvassa, Surat, Vapi, Ahmed abad, Bhuj, Gandhinagar,
Amreli, Anand, Vadodara, Bharuch, Ankleshwar
Page No 51 / 62
Appendix B
Online Users yet to start Banking Online
100%
80%
58%
60%
40% 35%
20% 7%
0%
Yes No Used it
before &
stopped
Base:
6365
It is important to understand why Internet users don’t bank online despite the advantages. Banks
must ‘realize’ and accommodate these ‘reasons’ to increase adoption of online banking.
before and stopped.
• The next few pages profile the demographics of ‘58.50% - 3660’ respondents who are termed as
‘Users who have not started using Online Banking Services’
Page No 52 / 62
Yet to start Banking Online! A Demographic Profile – Age, Gender

By Age
100%
80%
60% 43%
36% 35%
40% 25% 19% 10% 2%
19% 9% 1%
20%
0%
18-25 years 26-35 years 36-45 years 46-60 years 61+ years
Bank Online Don't Bank Online
Base: Bank Online: 2240 | Don’t Bank Online: 3660
• 36% of users who don’t bank online are in the 18-25 age group.
• 35% are in the 26-35 age group.
• 19% are in the 36-45 age group.
• 9% are in the 46-60 age group
• 1% is in the 61+ age group.
By Gender
100% 83%
80% 68%
60%
40% 32%
17%
20%
0%
Mal e Fe mal e
• 68% of users who don’t bank online are male and 32% are female.
Page No 53 / 62
Yet to start Banking Online! A Demographic Profile –Marital Status, Qualification

By Marital Status
100%
80%
60% 43%51% 43%38%
40%
20% 14% 9%
1% 2%
0%
Unmarried Married w ithout kids Married w ith kids Divorced / Separated
• 51% of users who don’t bank online are ‘unmarried’.
• 9% are ‘married without kids’.
• 38% are ‘married with kids’.
• 2% are ‘divorced / separated’.
By Educational Qualification
50% 42%44%
43%
40% 30%
30% 17%
20% 10%
10% 2% 3% 3% 6%
0%
Upto SSC/HSC Some c ollege Graduate / PosGraduate
t- / Pos
Other
t- - please specify
(Inc luding. Diploma)
Graduate
butGeneral
Graduate
(BA, Profess ional
not a graduate
BSC. MSC, Bc om et c.)
• 74% of users who don’t bank online are Graduate /Post Graduates.
• 17% have some college (including diploma but not graduate) education.
• 3% are SSC/ HSC qualified.
Page No 54 / 62
Yet to start Banking Online! A Demographic Profile – Occupation, Plastic Ownership

By Occupation
50%
45%
40%
35% 29%
30%
2 5 % 18 % 16 % 12 % 17%
20% 11 %
15 % 7 % 12 % 9 % 11%
10 %5 % 2% 5% 8 % 11 % 15 % 6%5%
5%
0%
S t u de n t C le ric
O faf lic/eExe
r / cu tEi ve
xe c- utExe
iv ec -utS iel
vef e- m
B us
p loi ness
ye d
Otmheanrs
Sa le sp se up
rs oe nrv is
ju onir o rm id l evseel ni opro r f e ss/ io
I nnadul s t ria li s t
B a n k On lin e D o n' t B an k On li ne
• 35% of users who don’t bank online are at an executive level (including junior, mid and senior
executive level).
• 18% are students, 16% are self employed/ businessmen and 8% are officers/ supervisors.
By Plastic ownership
100% 86% 78%
80% 69% 65%
60%
40% 28% 38% 20%
20% 2%
0%
ATM Card Credit Card Debit Card None
• 69% of users who don’t bank online own ATM cards

• 28% of users who don’t bank online own credit cards.
• 38% of users who don’t bank online own debit cards
Page No 55 / 62
Yet to start Banking Online! A Demographic Profile – Online Card Usage, Vehicle Ownership
By Online Usage
100% 80%
80%
60%
40% 31% 31% 33% 22%
20% 12% 8% 3%
0%
Credit Card Debit Card Both Credit and Debit None
Card
• 12% of users who don’t bank online use their credit cards online.
• 8% use their debit cards online.
• 3% use both their credit and debit card online
By Vehicle Ownership
50% 42% 41%
40% 33% 34%
30% 25% 22%24%
21%
20%
10%
0%
Car/ 4-w heeler Motorbike Scooter None
• 25% of users who don’t bank online own a 4 wheeler.

• 33% own a motorbike.
• 24% own a scooter.
Page No 56 / 62
Yet to start Banking Online! A Demographic Profile – ‘State | Cities’

By State
40%
29%
24%
20% 18%
13% 12% 10%
10% 8% 5%6%
5% 3% 3%
6%3%
4%2%
4%2%
3%2%
3%5%
2% 1% 7%
5%
4%
0%

• 24% of users who don’t bank online are from Maharashtra; 13% from Delhi; 12% from Tamil
Nadu; 10% from Karnataka; and 6% from Uttar Pradesh& West Bengal
• 4% each from Andhra Pradesh, Gujarat and Rajasthan; 3% each from Madhya Pradesh and Kerala
• 2% from Haryana; 1% from Bihar and 7% from other states.
Page No 57 / 62
Yet to start Banking Online! A Demographic Profile – ‘State | Cities’

Top 12 cities by %
46.47%
40% 30.45%
23% 17%
20% 14% 13%
7%6%
6%4%
4%4%
3%3%
3%2%
2%1%
2%2%
2%2%
1%1%
1%
1%
0%

• 14% of users who don’t bank online are from Mumbai; 13% from New Delhi; 6% from Chennai;
4% each from Bangalore and Kolkata;
• 3% from Pune; 2% each from Hyderabad, Lucknow and Ahmedabad; 1% each from Kanpur, Patna
and Jaipur.
• And 46% come from other tier II towns and cities.
Page No 58 / 62
Yet to start Banking Online! A Demographic Profile – ‘Internet Access’
Internet Access
100%
80% 64% 73%
60% 46% 51% 40%
40% 36%
20% 5%4%
13%4% 4% 1%
0%
Home Office Cyber cafe Friend"s place Mobile Other
• 46% of users who don’t bank online access the Internet from home.
• 51% from office.
• 40% from cyber cafes.
• 4% from a ‘friend’s place’ or ‘Mobile’.
Page No 59 / 62
Yet to start Banking Online! A Demographic Profile – Internet ‘Usage by years | hours’
By – Internet Usage by years
60% 50% 48%
50% 42%
40% 31%
30%
20% 15%
10% 5% 2% 1% 4% 2%
0%
6+ years 3-5 years 1-2 years 6-11 months < 6 months
• 31% of users who don’t bank online have been using the Internet for 6+ years.
• 48% for 3-5 years.
• 15% for 1-2 years.
• 4% for 6-11 months.
By – Internet Usage by hours a week

60%
50%
40% 36% 28% 24% 31%
30% 19% 21% 22%
20% 10% 9%
10% 2%
0%
21+ hrs a w eek 11-20 hrs a w eek 5-10 hrs a w eek < 5 hours a w eek Can't say
• 19% of users who don’t bank online use the Internet for more than 21 hours a week
• 21% for 11-20 hours a week.
• 31% for 5-10 hours a week.
• 22% for less than 5 hours a week
Page No 60 / 62
Geographic Location of Respondent Base - Netizens Yet to start Banking Online
North South
BiharBhagalpur,
- Darbhanga, Ghaziabad, Andhra
Muzaffarpur,
Pradesh
-Hassan, Hyderabad, Machilipatnam,
Patna, Rae Bareli, Begusarai, Dhanbad, Motihari,
Secunderabad, Vijayawada, Visakhapatnam, Guntur,
Muzaffarpur, Sasaram Nellore, Proddatur, Tirupati, Kolar, Eluru, Kakinada,
Khammam,
Jharkhand- Bokaro, Ranchi Mandamarri, Mahbubnagar, Rajamundry, Srikalahasti,
Bhimavaram, Warangal, Vizianagaram
HaryanaBhiwani,
- Dehradoon, Faridabad, Gurgaon,
Hisar, Panipat, Ambala, Sultanpur, Jind, Sirsa,
Karnataka
Kharar
Bellary,
- Bangalore, Belgaum, Davangere,
Tehsil, Panchkula Mangalore, Hubli, Mysore, Gadag, Udupi, Harihar,
Chikmagalur, Karwar, Rajapalaiyam, Ranib ennur,
Himachal PradeshBilaspur,
- Shimla, Yamunanagar
Manipal, Dharwad
Delhi-New Delhi, Noida KeralaAlappuzha,
- Calicut, Cochin, Kochi, Kollam,
Kottayam, Krishnapuram, Thiruvananthapuram, Kannur,
Uttar PradeshAgra,
- Aligarh, Allahabad, Bareilly,
Thrissur, Chittur, Cuddapah, Sivakasi, Velluru,
Gorakhpur, Kanpur, Lucknow, Meerut, Mirzapur,
Tutucorin, Kozhikode
Moradabad, Mustafabad, Varanasi, Unnao, Gonda,
Chhapra, Haldia, Mathura Tamil NaduCoimbatore,
- Cuddalore, Kanchipuram,
Chennai, Hosur, Madurai, Ooty, Pondicherry,
Rajasthan- Bhilwara, Jaipur, Jodhpur, Jorhat,
Tiruchirapalli,
Kota, Tirupur, Vellore, Villupuram, Erode,
Ludhiana, Udaipur, Chittaurgarh Nagercoil, Selam, Tirunelveli, Trichy, Coonoor, Dindigul,
Kadayanallur, Kovilpatti, Theni Allinagaram,
PunjabAmritsar,
- Chandigarh, Jalandhar, Mohali,
Kumbakonam, Virudunagar, Tiruvannamalai,
Patiala, Phagwara, Ludhiana, Mansa, MohaliKanyakumari, Karaikal, Karur
Jammu & Kashmir Jammu -
East West
West Bengal Asansol,
- Anantapur, Kolkata, Maharashtra-
Durgapur, Amravati, Aurangabad, Bhiwandi, Dhule,
Howrah, Jalpaiguri, Jamshedpur, Halisahar,Ichalkaranji,
Siliguri, Jalgaon, Kalyan, Karnal, Khamgaon,
Darjiling, Kharagpur Kolhapur, Latur, Madgaon, Mumbai, Nagaon, Nagpur,
Nanded, Nashik, Palghat, Parbhani, Pune, Raigarh,
TripuraAgartala
- Rajpur, Ratnagiri, Rewari, Sangli, Thana, Ulhasnagar,
Vaniyambadi, Lonavala, Barsi
Mizoram Aizawi
-
Goa
Orrisa
-Bhubaneshwar, Cuttack, Puri, Sambalpur,
Rourkela GujaratAhmedabad,
- Anand, Ankleshwar, Daman,
Vadodara, Gandhinagar, Jamnagar, Junagadh,
Assam Guwahati,
- Tinsukia Navsari,
Nadiad, Neyveli, Rajkot, Surat, Valsad, Vapi
Madhya -Bhopal, Bhilai, Jhansi, Gwalior,
Indore,
Pradesh Jabalpur, Ujjain
Page No 61 / 62
Internet & Mobile Association of India (IAMAI) [formerly known as Internet & Online Association
of India] is an industry trade organization registered under the Societies Act, 1896 is dedicated to
present a unified voice to industry and Government. It specifically addresses the issues, concerns and
growth related to communication, content and commerce pertaining to the Internet and Mobile
medium.
Launched in June 2004 by leading Indian portals HT Media Ltd, Times Internet Ltd,
Microsoft Corporation India Pvt. Ltd, Rediff.Com India Limited, Sify Ltd, Yahoo Web Services India Pvt.
Ltd. and the online media agency, Mediaturf Worldwide (India) Pvt. Ltd. IAMAI now boasts of a
membership that is 32 strong and growing.
Executive Council Members (2005-2006)
• Neville Taraporewalla – Chairman
• Mahendra Swarup – Vice Chairman
• Avnish Bajaj - Secretary
• Velu Kulandai - Treasurer
• Preeti Desai – President
Primary Members Associate Members
1. BharatMatrimony.com Pvt. Ltd 1. Bharti Televentures Ltd.
2. Ebay India Pvt. Ltd 2. Cox and Kings India Pvt. Ltd.
3. Google Online India (P) Ltd. 3. Enpocket
4. HT Media Ltd. * 4. Group M Media India Pvt. Ltd.
5. IRCTC** 5. Iqara Telecoms India Private Limited
6. Mahamaza Ecomm Ltd 6. Malayala Manorama Company Ltd
7. Mediaturf Worldwide ( India ) (Pvt) 7. NDTV Media Ltd
Ltd. * 8. Starcom Worldwide
8. Microsoft Corporation India Pvt. Ltd. *
9. People Interactive (I) Pvt. Limited.
Individual Members
10.Pinstorm Technologies Pvt Ltd. 1. Anil Wanvari- Indian Television Dot
11.Rediff.Com India Limited. * Com Pvt. Ltd.
12.Sify Ltd. * 2. Anupama Salvi- Avenues India Pvt Ltd
13.Times Internet Ltd. * 3. Dhruv Shenoy- Monster.Com India
14.Yahoo Web Services India Pvt. Ltd. * Pvt. Ltd.
*Founder Members 4. Hari Nair - Leisure & Lifestyle
** On Invitation Information Services Pvt Ltd
5. Manish Vij- Quasar Media Pvt Ltd
Affiliate Members 6. Neeraj Roy- Virtual Marketing Pvt Ltd
1. ISPAI 7. Sachin Bhatia- Makemytrip (India) Pvt
2. MAIT Ltd
8. Sanjeev Bikhchandani – Info Edge (I)
Pvt. Ltd
IAMAI Strategic Objectives

1. Become the primary advocate for:
a. the online content and business realization through advertising
b. e-commerce and
c. mobile content and business realization through advertising
2. Provide a platform to discuss and evolve strategies to achieve the shared aspirations of the
industry. Prove and promote the effectiveness of online advertising, e-commerce and mobile
advertising among advertisers, marketers and the media by building credibility for the medium.
Advocate the core strengths and competencies of the Internet.
3. Expand IAMAI membership while increasing direct value to members.
Page No 62 / 62

IAMAI Report On Online Banking 2006

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IAMAI Report On Online Banking 2006

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IAMAI’s Report - Online Banking ‘2006’

Online Banking ‘2006’

Table of Content Page No

Introduction to Online Banking Report 2006

Are Indians Banking Online?

Banking Relationships & Number of Bank Accounts

Preference of Banking Channels

Online Banking User! A Demographic Profile

Plastic Ownership and Usage Online:

Online Banking User! Geographic Representation

Internet Usage by Years / Hours

Work related online activities:

How did you hear about Online Banking Services?

Where do you access your Online Banking Account from?

Frequency of Online Banking – Usage: Annual, Monthly, Weekly

Frequency of Online Banking – Usage by Day & Time Preference

Important Factors to Bank Online

‘Single Most Important factor to Bank Online’

Information Transactions - Account Balances & Statements

Banking Channel preferred for Account Balances & Statements

Information Transactions – Cheque books & reconciliation

Banking Channel preferred for Cheque books & reconciliation

Information Transactions – Credit & Debit Cards

Banking Channel preferred for Credit & Debit Cards

Information Transactions – Demat, FD, DD, Pay Orders

Banking Channel preferred for Demat, FD, DD, Pay Orders

Information Transactions – Loans

Banking Channel preferred for Loans

Information Transactions – Complaints, TDS

Banking Channel preferred for Complains, TDS

Do you use Online Banking Services to do financial transactions?

Financial Transactions Consumers do on Online Banking Sites – Transfer of funds

Banking Channel preferred for Transfer of funds

Banking Channel preferred for Paying Bills or Shopping Online

Banking Channel preferred for ordering FD, DD, Overdraft

Satisfaction Index – Site Architecture

Satisfaction Index – Query Resolution

Satisfaction Index – Technological Architecture

Customer Service / Support received for Online Banking Services

Why haven’t you started doing financial transactions on Banking Sites?

Why Netizens don’t use Online Banking Services?

What would encourage Netizens to start using Online Banking Services?

Banking Relationships & Number of Bank Accounts

Relationships with multiple banks Total number of bank accounts

Preference of Banking Channels

Banking channels preferred Online Banking Services / Channel used

Online Banking User! A Demographic Profile – Age, Gender, Marital Status

Online Banking User! A Demographic Profile – Qualification, Occupation

Online Banking User! A Demographic Profile – Ownership of Plastic & Vehicles

Plastic Usage Online:

Online Banking User! A Demographic Profile State | Cities

Online Banking User! A Demographic Profile - State | Cities

1.1% 1.0% 0.8% 0.8% 0.7% 0.7% 0.6% 0.5%

Online Banking User! A Demographic Profile - Internet Access

Online Banking User! A Demographic Profile – Internet Usage by Years | Hours

Online Activities of Online Banking Users

Online Activities Personal Work related

Work related online activities

How did you hear about Online Banking Services?

Communication / Advertisement to initiate Online Banking %

Where do you access your Online Banking Account from?

Frequency of Online Banking – Usage: Annual, Monthly