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ADOPTION OF MOBILE BANKING IN INDIA (CHENNAI)

SECTION – A - DEMOGRAPHIC PROFILE

Personal Data:
Name: Deepesh Sadasivan
Email id: deepesh.sadasivan@gmail.com
Mobile no.: 0426027630
City/ Town/ Village : Kolkata

Gender:
□ Male -
□ Female

Age:
□ 35-40
□ 41-45
□ 46-50
□ 51-55
□ 56- 60
□ 60 and above

Occupation:
□ Govt/ Pvt Service
□ Professional
□ Self- employed
□ Business
□ House wife

Education:
□ Secondary
□ Higher Secondary
□ Graduate
□ Post Graduate
□ Ph.D

Marital Status
□ Married
□ Divorced / Widowed Separated
□ Single

Annual Income:
□ < Rs. 2 lakhs
□ Rs.2.00-Rs. 5.00 lakhs
□ Rs.5.00-Rs. 10.00 lakhs
□ > Rs. 10.00lakhs

Account Holders in:

□ Chartered Bank □ SBI □ Canara Bank □ Bank Of India □ Indian Bank □ Others

□ Private Bank □ ICICI □ HDFC □ AXIS □ Yes Bank □ HSBC □ Others


□ Cooperative Bank ---------------------------------------------------------

SECTION B – PERCEPTUAL AWARENESS ABOUT USAGE OF MOBILE BANKING


1. Source of knowledge of Mobile banking?

(a) Mass Media □ Television □ Radio □ Newspaper


(b) An agent
(c) Bank Directly
(d) SMS from Mobile Operator
(e) Friends & Family

2. Perception of mobile banking


□ Mobile Banking User □ Not a User

S.No Rating Scale

Agree Dis Agree Neutral

1 Mobile banking is easy to adopt Yes

2 Mobile banking is accurate Yes

3 Mobile banking favour Yes


individual needs.

4 Mobile banking is yet to reach Yes


common man

3. Worthiness of Mobile Banking:

S.No Ratin
g Scale

Agree Dis Agree Neutral

1. Trust in Banks Yes

2 Trust in mobile banking technology Yes

3 Trust in third party agent Yes


(e.g. PayTm, Mobikwik, Buddy )

4. Hacking Yes

5 Lack of Privacy Yes

4. Preference of Mobile Banking:

S.No Rating Scale

Agree Dis Agree Neutral


1 Cost saving Yes

2 Time saving Yes

3 24 hours Access Yes

4 Cash Less Transaction Yes

5 Safe & Secure Yes

SECTION C – ADOPTATION OF MOBILE BANKING IN PUBLIC AND PRIVATE BANKS IN CHENNAI

Rank the following statements about the ease of Mobile Banking


On a scale of 1 to 5, 1 being the Highest and 5 being the Lowest, rate the following benefits of Mobile Banking
indicates Highly Agree, Agree, Neutral, Disagree, Highly Disagree ,

S.No Statement Highly Agree Neutral Disagree Highly


agree disagree
1 2 3 4 5
1 MB is an convenient mode of Yes
transaction than internet banking etc.

2 Do you perceive mobile as a regular Yes


medium of banking
3 MB enables me anytime, anywhere Yes
access to banking transactions more
quickly.
4 Mobile banking improves my work Yes
and life efficiency.
5 Using mobile payment systems Yes
would make it easier for me to
manage and make payments.
6 Mobile banking cost is reasonable. Yes

7 MB services are practical and able Yes


to satisfy my needs
8 Are you reluctant to transact as they Yes
have concerns about their account
information being shared or of
phishing
9 Mobile Banking would require a lot Yes
of mental effort
10 It is risky to transmit and store Yes
information related to banking
transactions on a mobile phone
11 I am not convinced by the security Yes
of mobile banking
12 I fear that while I am paying a bill Yes
by mobile phone, I might make
mistakes since the correctness of the
inputted information is difficult to
check from the screen
13 Mobile banking transaction may not Yes
be completed due to network
problems
14 I have the resources, knowledge and Yes
ability to use mobile banking
15 I would use or be more likely to use Yes
MB if using my mobile to conduct
banking transactions fits into my
working style.
16 I tend to forget my personal Yes
belongings when I go out, &
therefore it is likely for me to lose
my cell phone
17 I use mobile banking because many Yes
people use MB
18 Advertisement on mass media Yes
suggest that people should use MB
19 Advertisements on mass media Yes
about MB are very informative.
As mobile is an interactive mass Yes
20 media similar to the internet,
advertisers are eager to utilize and
make use of viral marketing
methods.
21 The banks clearly mentions its Yes
norms and policies about MB
channels to its customers
22 The banks keeps its customer’s Yes
informed about the latest
developments in the m-banking
channel
23 Banks are not charging extra fees for Yes
this service
24 Banks send time to time information Yes
of their services
25 By Using social media, there is less Yes
exposure to the need to use mass
media (TV, newspapers, magazines,
etc.)
26 MB is quicker and cheaper to get Yes
the latest news about new products
or services on social media
27 Social media networks are a means Yes
to communicate my opinions of
purchase experience to my friends
and family
28 I DO NOT pay attention to stories Yes
and advertisements about mobile
banking on social media

SECTION D – IMPACT OF MOBILE BANKING AMONG THE CUSTOMERS OF PUBLIC AND PRIVATE
BANKS IN CHENNAI

1) Which category of the banks do you consider as most technologically advanced?

A. Public sector bank B. Private sector bank

2) How frequently do you use the following banking services per month?
Nil 1to 3 times 3 to 8 times 8 to 12 times Over 12 times

A Branch Banking Yes

B ATM Yes

C Internet Banking Yes

D Telephone Banking Yes

E Mobile Banking Yes

3) On a scale of 1 to 5, 1 being the highest and 5 being the lowest, How would you rate the following Services of
Mobile Banking

S.No Rating Scale

1 2 3 4 5

1 Reward point status Yes

2 Prepaid Mobile status Yes

3 SMS alerts about specific Yes


information to the banks services
/ new products

4 Transaction Status Yes

5 Expensive Yes

SECTION E: ADOPTION OF MOBILE BANKING SATISFACTION LEVELS WITH REGARD TO SERVICE


QUALITY DIMENSIONS

On a scale of 1 to 5, 1 being the Highest and 5 being the Lowest, rate the following benefits of Mobile Banking indicates Highly
Agree, Agree, Neutral, Disagree, Highly Disagree

1) At which level you are satisfied with the following service quality dimensions? Tick ( ) any option that
represents your answer.

TANGIBILITY 1 2 3 4 5

A Bank has to update Yes


equipment & technology

B Location of the Bank Yes

C Sufficient number of ATM Yes

D Cash Counting Machines Yes

E The employees approach Yes

2)
RELIABILITY 1 2 3 4 5

A The banks website Yes


does not freeze after
customer put in all
information

B Up to date content Yes

C Process of transactions Yes

D Wide range of products Yes


and services provided

3)

RESPONSIVENESS 1 2 3 4 5

A Customer service Yes


Representative

B Banks Performs the Yes


service right the first
time

C Quick Confirmation Yes

D Our Request are Yes


handled promptly

4)

ASSURANCE 1 2 3 4 5

A Employees of bank Yes


have the knowledge to
answer customer
questions

B Politeness and friendly Yes


staff

C Employees are always Yes


willing to help you

D Experienced Yes
management team

5)

EMPATHY 1 2 3 4 5
A Time bound work of Yes
employee

B Help desks, call centre Yes


of banks

C Specific needs Yes


understood

D Provisions of financial Yes


advices

6)

EFFICIENCY 1 2 3 4 5

A Faster log in facility Yes

B Performance of plastic Yes


cards (ATM, Debit/
Credit)

C Transfer of funds Yes


(NEFT, RTGS)

D Clearing Services Yes


(ECS- Credit / Debit)

7)

ACCURACY 1 2 3 4 5

A Problem solving Yes


through instant
information

B Banks insists on error- Yes


free transaction records

C Electronic Bills Yes


Payments

D Service Charges Yes

8)

SECURITY 1 2 3 4 5

A Security for M PIN Yes

B Online filling Yes


C Protection of bank Yes
transactions

D Privacy/ Yes
Confidentiality of the
bank

E Care in collection of Yes


personal information

9)

EASY AND 1 2 3 4 5
CONVENIENT
BANKING

A Language and Yes


Information content

B Easy to find and Yes


change

C Instructions on the Yes


Website

D User friendly system Yes

E Convenient hours of Yes


operation (24*7)

10)

CUSTOMER 1 2 3 4 5
SERVICE

A Customer friendly Yes


environment at Bank

B Customer feedback Yes


services

C Capable of solving Yes


complaints adequately

D Brochures to educate Yes


new users

E Special services for Yes


elders and disabled

11) Are you satisfied with the overall technological services of your bank?

A. Highly agree B. Agree C.Neutral D. Disagree E. Highly disagree

12) The contribution of new technology to the success of banks is:


A. Highly agree B. Agree C. Neutral D. Disagree E. Highly disagree

13) Provide your suggestions for the development of banking technology.

---------Need 24/7 assistance on phone/customer


service---------------------------------------------------------------------------------------------------------------------------------------

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