An Exploratory Study on E-Banking Services

Transcription

1 Available online at International Journal of Advanced Scientific Research & Development Vol. 03, Spl. Iss. 02, Ver. III, Sep 2016, pp e-issn: p-issn: An Exploratory Study on E-Banking Services S. KAMALAKANNAN Research Scholar, Research and Development Centre, Bharathiar University, Coimbatore. ARTICLE INFO Article History: Received: 06 Sep 2016; Accepted: 06 Sep 2016; Published online: 16 Sep Key words: Online services, Offline services, Offers, Credit card, Web shopping. ABSTRACT This paper examines customer s usage e- Banking services of public and private banks of the Tiruvannamalai District. The study was a cross sectional survey that employed the use self administered questionnaire to a collect primary data onto a samples 100 respondents customers from public and private banks through personal contracts. This research paper was focused on to identify the barriers for usage of e- Banking services and also to study the perception of customers about e-banking. This type study was used to summarize the performance of e-banking and overall stability of bank performance. The results show that positive impact that bank has to acquire more technology supported like ATM, bio metric security and internet banking along with core banking and money transfer. Copyright 2016 IJASRD. This is an open access article distributed under the Creative Common Attibution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. INTRODUCTION Electronic banking is the effective deployment of information technology by banks. It identifies three of service quality of E-banking; they are banking services product quality, customer service quality and online systems quality. Bank service product quality is related to product variety and the diverse features of the service products. Customer s service quality is related to the difference between customer exceptions of service providers performance and their evaluation of the services they received. Online system quality is the quality that the customer perceived as the endusers of the information system. By accessing banking services from one place and at any moment, end users can benefit from increased convenience, simplicity and fastness. Besides banks can reduce their transaction cost as e banking is five times cheaper than traditional banking ways. They can strengthen their core business and broaden their customer scope by reaching valuable customers, selling new financial e-services as an attractive tool. As per the census of India 2011, the population is 24, 68,965.The rural and urban populationwas19, 72,622 and 4, 96,343. The main occupation of the main occupation of the people in the district are: (a) cultivation; (b) agricultural Labour; (c) houses to hold How to cite this article: Kamalakannan, S. (2016). An Exploratory Study on E-Banking Services. International Journal of Advanced Scientific Research & Development (IJASRD), 03 (02/III), [Special Issue Sep 2016], pp

2 An Exploratory Study on E-Banking Services industry manufacturing, processing, servicing and repairs, (d) others works. This type is bank customers are mostly focused on large area. The literacy level is medium. Thus, the aim at this is research investigated electronic based banking services to customers in Tiruvannamalai dist. 1.1 Objectives of the Study To measure and compare the implementation e banking services. To examine the usage e-banking among customers. To analysis and identify the barriers e-banking services in Tiruvannamalai dist. To find the significant relationship between customers and banks To explore the measures to improve the functioning e-banking services. METHODOLOGY OF THE STUDY This research used to analysis the customer usage of e- banking services of public and private bank. To examine the factors influences customers to use e-banking effectively. This analyses the helps in improving the future development of the bank. (a) Research Design: This study is Descriptive research design. (b) Sampling Techniques: Random sampling techniques were adapted to public and private bank customers of Tiruvannamalai Dist. (c) Sample Size & Data Collection: 100 customers are chosen from public and private banks of Tiruvannamalai Dist., the primary data are collected through a structured questionnaire. (d) Statistical Tools: Percentage analysis. ANOVA test. Analysis 2.1 Limitations of the Study The study was limited to public and the private bank Tiruvannamalai District. The sample size has been limited to 100 customers. Time duration is very short. Some biased responses exist while filling up the questionnaires. DATA ANALYSIS AND INTERPRETATION Demographic Factor Gender Table 1: Demographic Factors Public Sector Banks No of Respondents Percentage Banks Private Sector Banks No of Respondents Percentage Male Female Volume 03, Special Issue 02, Version III 16 th September 2016

3 Emerging Trends in Business Excellence and International Business India s Perspectives Organized by Department of Commerce, University of Madras, Chepauk, Chennai 5. Age group Marital status Educational level Income Profession Status of usage Above Unmarried Married Illiterate High School Intermediate Degree Other Above Govt employee Private Business Self-employee student Less than one year years years years-above 3 3 It observed that above table. Shows that an e-banking service male respondent in private bank is more than the public bank the percentage is 34% while public bank female respondent is 39%. From age group usage of e-banking 25% percentage in public bank whereas 10% in private bank. Among customer marital status unmarried respondent of public bank is 35 %where as private bank is 19%. Educational level degree respondent is 34%.private bank is others 11%. Customer income level in public bank percentage is 20%where as Private bank35000 above 15%. In profession e-banking private employee usage in public bank 19% in private bank self employees 11%. Status of usage public bank 37% respondents 1-5 years and private bank 14% respondents used e-banking services Volume 03, Special Issue 02, Version III 16 th September

4 An Exploratory Study on E-Banking Services Table 2: between e-banking Services of Public and Private Banks to Customers Quality of the online service Offline services from my bank Compensates transaction not completed in time Expanding branch network Electronic experts Online Services Offline services Compensates Expanding branch network Electronic experts Sig. (2-tailed) Sig. (2-tailed) ** Sig. (2-tailed) Sig. (2-tailed) ** Sig. (2-tailed) **. is significant at the 0.01 level (2-tailed). (A) Is there significant relationship among the e- banking services of public and private banks same to customers. It is inferred from table2 that correlation analysis is performed on e- banking services customers of public and private banks same to customers, there is no significant relation among the e- banking services of public and private banks same to customers. Some private banks electronic experts made security system to update system. Customers highly used quality of online and offline services with time and accuracy but public bank transaction charge low, better quality online and offline services not much of private bank. Table 3: between Customers Usage of e-banking Services in Public and Private Banks Credit card Credit card Personal information Access web Login logout Sig. (2-tailed) Volume 03, Special Issue 02, Version III 16 th September 2016

5 Emerging Trends in Business Excellence and International Business India s Perspectives Organized by Department of Commerce, University of Madras, Chepauk, Chennai 5. Personal information Access web * Sig. (2-tailed) Sig. (2-tailed) Login logout * Sig. (2-tailed) (B) Is there significant relationship among customers usage of e- Banking services in public and private banks It is inferred from table3 that correlation analysis is performed on customer s usage of e- Banking services in public and private banks, customers differ usage e-banking services like credit card and personal information but access web and log in and log out has significant relationship among customers usage of e-banking services in public and private banks. Table4: e-bank Services vs. Customers Usage Status of usage Performance and services Transaction bank Web shopping behaviour Offer bank Sum of Squares Df Mean Square Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total F Sig Volume 03, Special Issue 02, Version III 16 th September

6 An Exploratory Study on E-Banking Services The result in table 4 indicate that,difference in customer usage of e-banking services quality significantly differs among public and private banks but not significantly according to Status of usage, Performance and Services, Transaction bank, and Web shopping behaviour, especially according to offers bank differ from public and private bank. FINDINGS In Tiruvannamalai dist., e-banking services usage 65% public banks and 35% private banks. Quality Online services customer s 48% respondent s medium, 26% high and 26% low. Quality offline services 44% respondent s medium, 35% high and 18% low. Web shopping 54% respondents easy, 27% fair and 10% difficult. Customers access web 57% respondents easy, 25% fair and 18% difficulty. Offer provided e-banking services 55% discount, 21% credit and 14% low interest. Electronic expert drive e-banking services 59% respondents good, 22% excellent and 19% poor. E-banking services faulty arsis bank gives compensation 41% respondent s medium, 25% high 19% low and 15%none. Credit card protection 41% respondent s medium, 23% low, 15%none and11% high. Personnel information protection 41% respondent s medium 35% high and 18% low. SUGGESTIONS To make more easier to customer banks enhance online enquiry and online payment. To create awareness among rural customers to make use e-banking services both private and public banks. Public banks should improve e-banking services than private bank. To train new customer updated technology both private and public banks. To reduce transaction charges and increase offer usage e-banking services CONCLUSION E-Banking services can be considered remarkable development in semi urban areas. Banking transaction in electronic media empowered customer to execute financial transaction. Online transaction is free from some mistake and errors, sufficiency of the information the e- banking adequate information to customers and relief of customers to transaction on the e-banking services. Offering preferentially lowers fees /charges and high offers.this is very important as customers would expect that with advancement in technology, the cost of online transaction would be moderately cheap to encourage them to continue e-banking in an emerging economy like Tiruvanamalai dist. Public and 351 Volume 03, Special Issue 02, Version III 16 th September 2016

7 Emerging Trends in Business Excellence and International Business India s Perspectives Organized by Department of Commerce, University of Madras, Chepauk, Chennai 5. private bank should make online banking fees /charges and high offers to attract more online customers. REFERENCES [1] Jayawardhena, C., & Foley (2000). Changes in the Banking Sector The Case of Internet Banking in the UK, Internet Research: Electronic Networking Applications and Policy, 10 (1), pp [2] Wisdom, K (2012). The Impact of Electronic Banking on Service Delivery to Customers of Ghana Commercial Bank Limited. A Study of Ghana Commercial Bank Ltd. Ho Polytechnic Branch. [3] Gurau, C. (2002). E-Banking in Transition Economies: The Case of Romania. Journal of Financial Services Marketing, 6 (4), [4] Kamalakannan. S & Mani. R. S. (2016). ICT Based Banking Services and Customers Output. International Journal of Business Intelligence & Innovations Special Volume, pp. 399 [5] Rotchanakitumnuai, S., & Speece, M (2003). Barriers to Internet Banking Adoption: a Qualitative Study among Corporate Customers in Thailand. International Journal of Bank Marketing, 21 (6/7), pp [6] Arunachalam, L. & Sivasubramanian, M. (2007). The Future of Internet Banking in India. Academic Open Internet Journal, 20. (Available online at: [7] Khan, Mohammed Sadique, Mahapatra, Siba Sankar & Sreekumar (2009). Service Quality Evaluation in Internet Banking: An Empirical Study in India. International Journal of Indian Culture and Business Management, 2 (1). [8] Ravi, V., Mahil, C. & Vidya Sagar, N. (2007). Profiling of Internet Banking Users in India Using Intelligent Techniques. Journal of Services Research, 6 (2), [9] Shankar, V., Smith, A. K. & Rangaswamy, A. (2003), Customer Satisfaction and Loyalty in Online and Offline Environments, International Journal of Research in Marketing, 20 (2), pp [10] Srinivasan, S. S., Anderson, R. & Ponnavolu, K. (2002), Customer Loyalty in e- Commerce, Journal of Retailing, 78, pp Volume 03, Special Issue 02, Version III 16 th September