Findings :

From the questionnaire which was analyzed it shows that the Ease of use,
Usefulness, Image, Credibility, Risk helps in building the perception towards
online banking and maintains a consistent behavior across the response from the age
It shows that most of the Internet Banking account holders belong in the range less
than 30 years of age and majorly between 21 to 25 years of age.

• The maximum customer in the age of 21 to 25, which means this age group, feels it’s
a reliable source.

• It shows that there is no significant impact of demographic variables except the

number of respondents below the age of 25 is more. People of all age groups, gender
and profession consider this as a good means of banking
• The analysis further revealed that customers who are using internet banking from past
one year are more which means the customers generally are more concerned about
website security for internet banking than the usage of it.
• The analysis further revealed that the categories of people, which use the Internet
banking maximum, doesn’t visit their branch much often. These belong in the age
less than 25 years, which means they are the new career starters who open account to
view their current salaries through Internet Banking. They tend to have more internet
knowledge in terms of usage.
• The male population contributes more percentage i.e 63% to the Internet banking
users. Using this, the population pattern could be derived stating that the males are
more inclined to use such services than females.
• 89% of the respondents want and are using services from one bank until the need
actually arises for a second bank.
• It shows that majority of them use online banking is because of the time constraints
and convenience, which also shows that the perceived ease of use is due to the time
constrains this time majorly because the maximum numbers using internet are the
youth who don’t have time to go with traditional way of banking.
• Even though majority thinks that its trendy, a huge number are still doubt about the
security system of online banking
• Seeking product rate information and account transfers are the major services used
through online banking, this shows the presence of youth who are more addicted
towards internet
• As the competition is growing all the banks are coming up with these services so
majority of the respondents have chosen a particular bank for online banking because
 of the existence of previous accounts

The study was aimed to identify perception towards online banking and to find out various
factors effecting the perception towards them. For this purpose, the perception of internet
banking users was studied through the relationship between demographic characteristics of
users along with tother factors like the risk, image etc. These factors were analyzed and the
results revealed that the major factors that influence the n.

CONCLUSION AND RECOMMENDATIONS

There is still a lot needed for the banking system to make reforms and train their customers
for using internet for their banking account. Going through the study the main problem
identified among customers is that they still have a fear of hacking of accounts and thus do
not go on for internet banking. Banks are trying their level best by providing the best security
options to the customers but then to there is lot of factors like fear or usage and less
knowledge in internet space restricts a customer from opening an internet bank account.
Banks are providing free internet banking services also so that the customers can be attracted.

Responsiveness and reliability on the bank's website are most important factors that affect
customer satisfaction. Various banks have to take important steps to make their website more
reliable and more responsive to give more value and satisfaction to customers.

By asking the bank employs I came to know that maximum numbers of internet bank account
holders are youth, businessmen and HNI’s. If proper training is given to customers by the
bank employee’s to open an account then there will be much more people using these
services. Secondly the website should be made friendlier from where the first time customers
can directly make and access their accounts.

We can see the time is changing and with the passage of time people are accepting technology
but there is still a lot of perceptual blocking which hampers it’s growth. Give proper training
to customers for using i-banking will help overcome this problem.

• Create a trust in mind of customers towards security of their accounts.

• Provide a platform from where the customers can access different

accounts at single time without extra charge.

• Make their sites more users friendly.

 • Customers should be motivated to use I-banking facilities more.

BIBLOGRAPHY

BOOKS

• Marketing Research by Malhotra N.K. , fifth edition

SITES

• www.hdfcbank.com/

• www.onlinesbi.com/

• www.icicibank.com/

• www.google.com

• en.wikipedia.org/wiki/Perceptual_mapping

• en.wikipedia.org/wiki/Multidimensional_scaling

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