A STUDY ON UTILIZATION OF E-SERVICES OFFERED BY RETAIL BANKS IN BANGALORE CITY

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1 A STUDY ON UTILIZATION OF E-SERVICES OFFERED BY RETAIL BANKS IN BANGALORE CITY VINCENT PAUL 1 & Dr. KARTHIGAI PRAKASAM 2 1 Faculty, Central Academics, Manipal Academy of Banking, Bangalore, Karnataka, India. 2 Associate Professor, Department of Commerce, Christ University, Hosur Road, Bangalore, Karnataka, , India. ABSTRACT The study investigates the E-services offered by retail banks such as public banks, private banks, and foreign banks in Bangalore city, there are various studies that talks about the level of satisfaction, retail services offered by the banks etc. However this study talks about as to why, even if the banks offer these services, the customers fail to respond, though today technology is on the peak, and also customers are computer literates and also the usage of technological gadgets are more, the question is how many of the users use online internet banking or mobile banking. For some reason in-spite of being aware of the services the customers still fail to use online banking and mobile banking there could be various reasons, such as security issues, internet facility, lack of knowledge, lack of awareness etc. This study shows the level of awareness of different type of retail banking E-services offered by the banks, utilization of these E-services, measures taken by the bank in order to provide and create an awareness of these services and also the overall satisfaction of the customers with respect to the retail banking E-services offered by banks in Bangalore city. (Keywords: Retail banking, online banking, E-services, Utilization of E-services.) 1. Introduction Banks have undergone many fundamental changes because of the present ongoing revolution in the field of communication and information technology. In our country there are major and huge change in the business of the banking from the last forty years,this lead to the rise of the wholesale banking, liability management, international banking, multiple currency loan, rollover credit, securitized lending, collateralized mortgage, notice issuance facilities, interest rate and currency options and financial futures. Meanwhile, credit cards, debit cards, automated teller machine are a part of worldwide process of change which began in 1960 s and had been sustained ever since. Truly the winds of change are re-structuring the nature of banking and financial markets through technological advances helping to decrease the cost on services like ATM s, E-cash and On-line banking etc. Successive innovation also have led to the creation of latest markets in term of futures, forwards, options, secondary mortgage markets escalating the range of portfolio strategies open to financial intermediaries. These transformations in competitive circumstances ever since the reforms have started from 1991 Onwards have transformed banks especially the large international ones into financial firms, the most important sources of change in banking industry are de-segmentation of financial service industry, mergers and amalgamation of banks, integration of markets by exchange growth of financial information business and last but not the least ending with internet. 1

2 In Today s world banking is also seen as a business related to information on financial transactions since information technology has been effectively implemented, for example ATM, electronic fund transfers, online shopping, anywhere anytime banking, smart cards, net banking etc are now very common in India, however the diffusion of technology is somewhat slow in public sector banks when compared to private and foreign banks. In case of private banks the automation is easier as the number is very small and they have started the operations afresh, while the foreign banks have their advantage of good automation experience in several banking applications, yet their transactions are confident to few cities in India. 2. Review of literature Jain & Hundal (2006) In their study discussed about the rapid changes in financial services environment, increased competition by new players, product innovations, globalization and technological advancement have led to a market situation where battle for customers has become intense. In order to rise up to the challenges, service providers are even more interested to enhance their understanding of consumer behavior patterns. The paper examins the forces that can act as barriers in mobile banking service adoption, a Quantitative survey sheds more light on this research issue. Geethika & Upadhya, (2008) In their study talks about the concept of internet banking perception of internet bank customers, non-customers and issue of major concern in internet banking, the stateof internet banking in India has been explored using various concepts like E-Banking gap analysis related to the various services and the security features offered, in order to have a clear and focused insight about the perception of users and non-users about internet banking a survey was conducted, the findings of the survey provided valuable insight into concern for security, reasons for lower penetration and likeliness of adoption, which have been used to make useful recommendations. Gremler & Brown, (2007) In their study has discussed the concept of brand customer loyalty also extends to service organizations that typically provide somewhat more intangible products. Service loyalty can be defined in the following way: Service loyalty refers the degree to which a customer exhibits repeat purchasing behavior from a service provider, possesses a positive attitudinal disposition toward the provider, and considers using only this provider when a need for this service arises Ghaziri, (2008) In his paper discussed he radical changes that the bank would undergo in near future and also the new technology and creativity will change the banking industry for ever, he also specifies some of the major applications for the customers, the bank and the employees. Following in his paper he also discussed about the internet as riding on a tiger and also some of the advantages and disadvantages of information technology and creativity. Amudha & Banu, (2007) Revealed the necessity of employee contacts and evaluation of service experiences. Parikh (2006) found the problem of reliability in various measures of service quality, and concluded that perception responses have high reliability as compared to expectation responses. Balakrishnan, (2014) In her study on customer awareness about the banking services has specified the change is the life style of the customers due to the changes in the global economy, and such changes can be easily provided by the bank in terms of good services at the right time and at the right place, she also specified the relationship between the awareness and different variables like occupation, qualification, marital status, income, type of account. 2

3 3. Statement of the Problem Many of the Indian citizens, even though living in the world of technology and advancements, still hesitate to use the technology based services or e-services offered by the retail banks, the use of these services are mostly by the present generation. Therefore this study is to find out how many of them are utilizing these e-services offered by retail banks and what are the problems they face and to compare between the retail banks. 4. Objectives of the Study The Present study was undertaken with the following major objectives. 1. To identify the problems faced by the customers while using online banking. 2. To compare the services of private, public and foreign banks. 5 Hypotheses H1 0 : There is no association between Type of Bank and Problem faced while using E-Banking. H2 0 : There is no association between Type of Account and Problem faced while using E-Banking. H3 0 : There is no association between facilities offered in bank and Type of Bank while using E- Banking. H4 0 : There is no association between accuracy of transactions in bank and Type of Bank while using E-Banking. 6 Methodology: 6.1 Data Collection Primary Data was collected through structured questionnaire,it is purely a qualitative research and it depends on the respondents, the questions were prepared based on the objective of the study, and the questionnaire were distributed to the customers of different banks and data was collected by personally interviewing these bank customers. Secondary Data: secondary data are information that are already available and these information were collected from various sources such as journals, magazines, newspapers, publications, websites so on and so forth Sample of the Study The population of the study was the customers of Private, Public and foreign Banks in Bangalore, the sample consisted of 300 customers as respondent s form all the banking sectors, these customers were surveyed and interviewed for the present study. A well Structured Questionnaire was given to the Customers of these Banks randomly in total Sampling Techniques A convenient sampling was adopted and the sample were drawn from the customers of three different banking categories such as public, private, foreign Banks in Bangalore, for the study the researcher gave questionnaires to the customers of these banks, the samples selected were from Syndicate Bank, ICICI, HSBC, City Bank, SBI, Vijaya Bank, Canara Bank, in Bangalore city. 3

4 6.4. Variables of the Study Customers awareness on E-services, types of E-services, Knowledge over E-services, Satisfaction Level of the customers, computer literacy, level of comfortableness, personal security issues and the Followings demographic Variables are considered to perform the study, a study will be made on these variables such as gender, age, qualification, overall experience, income level of the respondents and the type of bank. 6.5 Tools Adopted for the Study A questionnaire was developed based on the objectives of the study and also considering the variables of the study Tools and Techniques for Analyzing the Data The following tools were used for statistical analysis for the data as per the objective and the variables of the study Frequency Table & Chi-square Test Cronbach s Alpha for Reliability Test. 6.7 Reliability of the Tools A test was conducted on a sample of 300 customers and the results indicated that the questionnaire was reliable and valid. The Cronbach s Alpha reliability for the dimensions was.920 and above. The results of the pilot study are given in the appendix. The results indicated that the research questions were being answered by the pilot analysis and the researcher was proceeding in the right direction. With some minor modifications the final questionnaire was administered to the sample. Table 1: Indicating the Problems Faced by the Respondents While Using E-Services Variable Frequency Percentage Chart Internet Inadequate Knowledge Poor Network ATM Security Table 1 indicates the problem faced by the respondents while using E-service the following are the responses of the total population of 300 samples. The table indicates that most of the respondents are facing poor network with a response rate of 42.3 followed by inadequate knowledge, security, no internet, and ATM with a response rate of 23.7, 15.3, 14.3 and 4.3 respectively. This shows most of use internet banking however do to the above problems there are not able to use them properly. 4

5 Type of Bank International Journal of Engineering Technology Science and Research Table 2: Indicating Cross Tabulations Between the Type of Bank and the Problems Faced by the Respondents. Null Hypothesis (H 0 ): There is no linear association between Type of Bank and Problem faced while using E-Banking. Table: Cross tabulation for problem faced while using E-Banking with respect to Type of Bank Problem Faced While Using E-Banking Chi- Square & P- Value Levels Interne t Inadequat e Know Poor Networ k AT M Securit y Public Bank Private Bank Foreig n Bank Inference: Here P-value is less than level of significance (5), hence we reject the null hypothesis and conclude that the two variables Type of Bank such as public, Private and foreign banks and Problem faced such as less ATM, no internet, bad network, lack of knowledge, security etc while using E-Banking, they are associated (dependent) with each other. Since the significant level is the Null Hypothesis is rejected thereby accepting Alternative Hypothesis Table 3: Indicating Cross Tabulations Between the Type of Bank and the Problems Faced by the Respondents. Null Hypothesis (H 0 ): There is no linear association between Type of Bank and Problem faced while using E-Banking. Table: Cross tabulation for problem faced while using E-Banking with respect to Type of Bank 5

6 of A cc Type of Bank International Journal of Engineering Technology Science and Research Problem Faced While Using E-Banking Chi- Square & P- Value Levels Interne t Inadequat e Know Poor Networ k AT M Securit y Public Bank Private Bank Foreig n Bank Inference: Here P-value is less than level of significance (5), hence we reject the null hypothesis and conclude that the two variables Type of Bank such as public, Private and foreign banks and Problem faced such as less ATM, no internet, bad network, lack of knowledge, security etc while using E-Banking, they are associated (dependent) with each other. Since the significant level is the Null Hypothesis is rejected thereby accepting Alternative Hypothesis Table 4: Indicating Cross Tabulations between the Type of Account and the Problems Faced by the Respondents Null Hypothesis (H 0 ): There is no association between Type of Account and Problem faced while using E-Banking. Table Cross tabulation for problem faced by the respondents while using E-Banking services with respect to Type of Account Q25 (Problem Faced While Using E-Banking) Chi- Squar e & P- Value Levels Internet Inadequate Knowledge Poor Network ATM Security Savings

7 Accoun t Current Accoun t Inference: Here P-value is less than level of significance (5), hence we reject the null hypothesis and conclude that the two variables Type of account such as savings account and current account and Problem faced such as ATM facility, no internet, bad network, lack of knowledge, security etc while using E-Banking, they are associated (dependent) with each other. Since the significant level is the Null Hypothesis is rejected thereby accepting Alternative Hypothesis Table 5: Indicates the Comparison of Different Banking Sector in Terms of Satisfaction of E- Services of the Account Holders in Their Respective Banks, the Following Shows the Estimated Marginal Means and Pair Wise Comparison: 5. Type of Bank Type of Bank Mean Std. Error 95 Confidence Interval Lower Bound Upper Bound Public Bank Private Bank Foreign Bank (I) Type of Bank (J) Type of Bank Mean Difference (I-J) Std. Error Sig. b Public Bank Private Bank Foreign Bank * Private Bank Public Bank Foreign Bank *

8 Foreign Bank Public Bank * Private Bank * The means of Foreign Bank account has higher satisfaction of electronic banking services, when the means are compared to Private Bank and Public Bank and the difference is highly statistically significant at 5 LOS. Hence we conclude that people who have Foreign Bank accounts have more satisfied with electronic banking services than compared private and public banks. Major Findings To Identify the Problems Faced by the Customers While Using Online Banking. 1. The study shows that the customers face problem while using E-services irrespective of the type of bank whether it is private, public and foreign banks. 2. The study denotes that the customers face problem while using E-services irrespective of the type of account the customers have in their respective banks whether it is savings and current account. 3. Finally it can be concluded that the two variables Type of Bank such as public, Private and foreign banks and Problem faced such as less ATM, no internet, bad network, lack of knowledge, security etc. while using E-Banking, they are associated (dependent) with each other. 4. It was observed that the type of account such as savings account and current account and Problem faced such as ATM facility, no internet, bad network, lack of knowledge, security etc. while using E-Banking, they are associated (dependent) with each other. To Compare the Services of Private, Public and Foreign banks. 1. It was found that people who have Foreign Bank accounts have more satisfied with electronic banking services than compared private and public banks. 2. Hence we conclude that people who have Savings and current Accounts have same satisfaction level with the electronic banking services. Conclusion The results of the study provides considerable insight on the utilization of Retail banking E-services and the awareness of these services offered by public, private and foreign bank, in this competitive world it is necessary for every banking sector to provide quality service.in the study the researcher discussed about the utilization of E-services offered by retail banks in Bangalore City, however even though many people know how to use computer, internet, and also have Smart Phones yet fail to use E-Services offered by the banks, from the study made it is found that the bank hasn t taken sufficient steps to create an awareness References: Amudha, & Banu. (2008). Evaluation of sevice experience. Indian Journal of bank management, 7(2), Balakrishnan, G. (2014). A Study on customers awareness about the banking service. The ICFAI Journal of Banking Finance,

9 Geethika, & Upadhyay, A. K. (2008, may). Inernet Banking in India. (Murthy, Ed.) The ICFAI Journal of Bank Management, 7(2), Retrieved january 12, 2014 Ghaziri, H. (2008). Study on change in the banking activities in th near future. The ICFAI Journal of Bank Management, 7(2), Gremler, & Brown. (2007). A Study on Brand Customer Loyalty. The Journal of Bank Management, 5(2), Jain, A., & Hundal. (2006, May). Barriers in Mobile Banking Adoption in India. (Murthy, Ed.) The ICFAI Journal of Bank Management, 5(2),

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