Chapter- 4

Data Collection & Quality of online

Services Provided by SBAC
4.1 Online Banking on SBAC

With the slogan “A Local Bank with Global Vision” As one of this country's new generation and
fastest growing bank, they offer their customers innovative financial solutions, modern technology
based products and services for businesses as well as individuals. All the efforts to ensure a
continuous and steady growth to borne a series of successes which include deploying an world
class Core Banking System and implementing all Central Bank initiated projects (BACPS,
BEFTN, Online CIB, go AML etc.) within the shortest time.

The SBAC Bank has opened 84 branches at 1:1 rural-urban ratio. All of the Branches are fully
equipped with modern banking facilities having full-fledged online banking facilities through
renowned Flora bank Online Core Banking Solution.

4.2 Area and Operation in Online Banking

Online banking (Internet banking) is a term used for performing transactions, payments etc. over the
internet through a bank’s secure website.

The Bank has set up a Wide Area Network (WAN) across the country to provide online branch
banking facility to its valued clients. Under the Scheme, clients of any branch shall be able to do
banking transaction at other branches of the bank.

Under this system a client will to be able to do following type of transactions:

 Cash withdrawal from his/her account at any branch of the Bank irrespective of location.
 Cash deposit in his/her account at any branch of the Bank irrespective of location.
 Cash deposit in other’s account at any branch of the Bank irrespective of location.
 Transfer of money from his/her account with any branch of the Bank.

Any amount can be deposited or transferred under Prime Line. In the system, however, at present
there is a limit for cash withdrawal through bearer or by account holder himself.
4.3 Collection of Data

4.3.1. Data collected from online banking customers from the question posed in
the questionnaires.

Q1: How frequently do you use the following services per month?

Question Visiting the bank Telephone banking Online Banking

branch
How frequently do
you use the More than 22 More than 7 times More than 10 times
following services times
per month?

Q2: Do you never used online banking services?

Question Why have you never used online banking services? Frequency
Do not have Internet at home 2
Don’t trust internet services when it comes to
10
managing my money
Online services don’t enable me to do what I want to
Opinion Basis 8
do
I prefer to have personal human relation 16
Find the process to difficult 0
Other, please specify: 0
Q3: What online banking operations do you use the most?

Question Visiting branch Telephone Online Other (mail,

banking banking ATM, etc.)
Pay bills
5 8 20 7
Consult
balance/bank
20 3 12 5
statements
Print bank slip or
statement
20 2 10 8
Open an account
28 1 9 0
Bank transfer
29 0 7 4
Investments
27 2 10 1
Savings
20 0 15 4
Insurance
20 2 10 5
Loans and
Mortgages
29 0 12 5

Q4: Do you trust banks that only operate online?

Question Completely Somewhat Dubious Not at all

Do you trust
banks that 20 10 7 3
only operate
online?
Q5: Do you trust the security of online banking services?

Question Completely Somewhat Dubious Not at all

Do you trust
the security of
online banking 22 7 10 2
services?

Q6: Do you think that human contact is important for banking relation?

Question Completely Somewhat Dubious Not at all

Do you think
that human
contact is 27 5 2 4
important for
banking
relation?

Q7: What are for you the 2 main disadvantages of online banking?

Question Overall difficulty Lack of Security Unreliable

of using online assistance concerns
banking system
What are for
you the 2 main
disadvantages
of online 22 0 18 0
banking?
Q8. What are for you the main 2 disadvantages of visiting a bank branch?

Question Waiting Opening times Quality of No

services Disadvantages

What are for

you the main 2
disadvantages
of visiting a
bank branch?
15 0 25 0

Q9. What would encourage you to use more the online banking services?

Question Rewards Simpler/clearer Higher security Free

(discounted fees service transactions
for certain
services)
What would
encourage
15 20 3 2
you to use
more the
online banking
services?
4.3.2. Data collected from interview with bank staffs .