1.1 Introduction Chapter V: DATA ANALYSIS AND INTERPRETATION The survey is done by visiting various customers such as student, working men and housewives by witch is using e-banking of SBI. The collected data has been tabulated in both the forms like Simple Tabulation which means only with the use of one variable and Cross Tabulation having two variables 1.1.1 Variable Analysis: The following tables and graphs are prepared according to the responses of the consumers and retailers in the Questionnaire. All the data is compiled from the data answers given by the bank customer and bank Manager of bank and according to their response given to the questionnaire. The detailed questionnaire mentioned below with concern to their level of responses accrued from the bank customer and bank Manager of bank subsequent indication of the data is also provided. Here we have taken 4 samples and collect primary data with help of questionnaires, by processing this data we are arranging it by tabular form. SPSS 17. tool is widely used for study of tabulated data and excel consisting of the following different statistical techniques like: 1 Univariants Analysis It has involved only one variable for analysis. 2 Bivariate Analysis It has involved only two variables and the methods related to this analysis include Pearson Correlation and Chi-Square test of two variables. 3 Multivariate Analysis It has involved more than two variables at a time. It has explained the associations among more than two variables simultaneously. The methods include both Factor Analysis and Cluster analysis. 4 Hypothetical Analysis The hypothesis which is formulated has been tested by using Z test. 12
1.2 Section A- Personal Information 1.2.1 Gender Wise Distribution Table 5.2.1 Gender wise Distribution Gender male female Sample 25 15 Figure 5.2.1 Gender wise Distribution 3 Gender 25 2 15 1 5 male female In survey there are total 25 male and 15 females are involve. The male are dominating in the society & so is case when it comes to having the bank a/c & access to the bank by the male than female as male 62.5 % shows that they are operating their a/c & only 37.5 % of female respondents from the selected respondents for the purpose of study. 121
The above table has given an idea about the absolute number of genders from the primary data collection of the total 25 i.e. 62.5 % male whereas 15 i.e.37.5 % of female. It clearly shows still access to the bank is more in the hands of male counterpart than female. 1.2.2 Age group wise Distribution Table 5.2.2 Age wise Presentation Age group Frequency 15-25 45 25-35 95 35-45 124 45-55 19 55-65 27 Total 4 In this classification of data we use exclusive type of classification. In this we take a classes from 15 to 65 with a width of class is 1 by demanding a data. Here 45 respondents are in age group of 15 to 25 most are student. 95 respondents are in age group of 25 to 35. 124 respondents are in age group of 35 to 45. 19 respondents are in age group of 25 to 35. 95 respondents are in age group of 45 to 55. 27 respondents are in age group of 65 to 65. So the frequency of respondents more in age group of 35 to 45 and 45 to 55. The age group of respondents is varied from 15-2 to 55-65 with the interval of 1 years gap in each variable. The above table explicitly displays that mainstream of participants are in age group of 35-45 the percentage of which 122
comes to 31% followed by 45-55 age group is respondent by log respondents which come to 27.25 %. Figure 5.21Age wise Presentation Age Group 14 12 1 8 6 4 2 15-25 25-35 35-45 45-55 55-65 123
1.2.3 Highest academic or professional qualification wise presentation Table 5.2.3 Education qualification wise Presentation Professional qualification Frequency SSC 6 Technical/vocational 26 Diploma 97 Bachelor Degree 121 Post graduate/ Master s degree 128 PH. D. 3 post-doctoral 1 Others 18 Total 4 From the table it is shown that the qualification of sample respondents then there are 6 respondents are ssc,26 are Technical/vocational, 97 respondents having diploma holder,15 having Bachelor Degree, 128 are post graduate/ master s degree, 9 are Ph.D. holder, 11 are post-doctoral and 18 having other qualification but in good manner. So in this most of the respondents are well educated and well mature. 124
Figure 5.2 2 A Education Qualification wise Distribution Education Qualification wise Distribution % 5% 1% 7% 1% 24% 32% 3% SSC Technical/vocational Diploma Bachelor Degree Post graduate/ Master s degree PH. D. post-doctoral doctoral Others 1.2.4 Occupation wise Presentation Table 5.2.4 Occupation wise Presentation Occupation Frequency Government employee 98 Private sector employee 128 Self-employed 138 Retired 19 Housewife 17 Total 4 125
Figure 5.33 Occupation wise Presentation Occupation wise Presentation 14 12 1 8 6 4 2 Govermment employee Private sector employee Self employee Retired Housewife By occupation 98 respondents are Government employee, 128 respondents are Private sector employee, 138 respondentss are Self- employee, 19 respondents are retired, and 17 respondents are Housewives. 126
1.2.5 Income wise Presentation Table 5.2.5 Income wise Presentation Monthly income Frequency Less than 5k 26 5k-1k 56 1k-2k 92 2k-3k 73 3k and above 153 Total 4 Figure 5.2 4Income wise Presentation Income wise Presentation 16 14 12 1 8 6 4 2 Less than 5k 5k-1k 1k-2k 2k-3k 3k and above 127
For looking a monthly income we are classifying the income range mentioned in the table so here we use open ended classes at extreme lower and extreme upper ended. Respondents getting less than 5k are 26, In between5k-1k are 56, 1k-2k are 92, 2k-3k are 73, 3k and above are 153.Here we get almost respondents getting more than 3k monthly. 1.2.6 Marital Status wise Distribution Table 5.2.6 Martial Status wise Distribution Marital status Frequency Single 73 Married 37 Widow 13 Widower 7 Total 4 Figure 5.2.6 Martial Status wise Distribution 35 3 25 2 15 1 5 Single Married Widow Widower 128
Total 73 respondents are single and 37 respondents are married, 13 are widow and 7 are widower 1.2.7 Account Type wise Distribution Table 5.2.7 Account Type wise Distribution Type of Account Frequency Saving 273 Current 18 Others(pension) 19 Total 4 Figure 5.2.7 Account Type wise Distribution Frequency 3 25 2 15 1 5 Saving Current Others, From the table and Fig it is shown that 273 respondents having saving account, 18 having current and 19 are other type of account. So mostly respondents are having saving account. 129
1.2.8 Number of transactions (Txns) per month Table 5.2.8 Number of transactions (Txns) per month Transaction(Txns) per month Frequency -2 Txns 264 2-4 Txns 111 4-6 Txns 25 Total 4 Figure 5.2 5 Number of transactions (Txns) per month 3 Frequency 25 2 15 1 5-2 Txns 2-4 Txns 4-6 txns Transaction (Txns) per month doing by respondents, here to 2 numbers of Transactions doing by 264, 2-4 time Transactions does by 111 respondents, 4-6 number of Transactions doing by 25 respondents. So most of the respondents are having transactions less than 1 times in a month. 13
1.2.9 Information Technology literacy level wise Distribution. Table 5.2.9 Information Technology literacy level Distribution Information Technology literacy level Frequency Not at all 2 Basic Information 25 Average Informationn 175 High Information 198 Total 4 Figure 5.2.9 Information Technology literacy level Distribution Frequency 2 18 16 14 12 1 Frequency 8 6 4 2 Not at all Basic Average High 131
From the above graph it is clear that 2 respondents are not at all having knowledge of information technology for using e banking,25 respondents are having basic knowledge of information technology,175 respondents are having average knowledge of information technology and 198 respondents are having high knowledge of information technology.so almost respondents can aware how to use it. 1.2.1 Respondents Association with SBI Bank Table 5.2.1. Respondents Association with SBI Bank Statement 1 to 3 years 4 to7 years 8 to 1 years 1 + years Total Associated with SBI and availing e- banking services. 95 117 115 73 4 Figure 5.2.1. Respondents Association with SBI Bank 132
From the data analysis we can see 95 out of 4 respondents are associated with SBI and are availing e- banking services from 1 to 3 year.117 out of 4 respondents are associated with SBI and availing e- banking services from 4 to 7 year. Also 115 out of 4 respondents are associated with SBI and availing e- banking services from 8 to 1 year. 73 out of 4 respondents are associated with SBI and availing e- banking services from 1+ Years. 1.2.11 Opening of SBI Account wise Distribution Table 5.2.11 Opening of SBI Account wise Distribution Statement Friends/Relatives Recommendations Salary Account Best service s Othe r Total Opened your account in SBI 65 167 98 7 4 From the data it show that out Of 4 respondents 65 respondents are open their account in SBI by Friends/Relatives Recommendations 167 respondents are open their account in SBI as Salary Account. Out Of 4 respondents 98 respondents are open their account in SBI because of Best services. 7 respondents are open their account in SBI because of other - Specify 133
Figure 5.2.11 Opening of SBI Account wise Distribution 134
1.3 Section B Subjective Questionnaire for customer of SBI bank 1.3.1 Usage of internet banking services of SBI bank in last 12 month Table 5.3.1 Usage of internet banking services of SBI bank in last 12 month Use of SBI Frequency Yes 385 No 15 Total 4 Figure 5.3 1 Usage of internet banking services of SBI bank in last 12 month 45 Usage of internet banking services of SBI bank in last 12 month 4 35 3 25 2 15 1 5 Yes No It is interesting to know that as per Table and Fig. 385respondents are use internet banking services of SBI bank from last 12 months and 15 are not use. 135
1.3.2 Type of banking services wise Distribution In this respondents selected more than one service. Table 5.3.2 Type of banking services wise Distribution Type of banking services Frequency Internet Banking 289 ATM 38 Tele banking 156 Credit Card 285 Debit Card 175 E-Cheque 335 Other 25 Figure 5.3.2 Type of banking services wise Distribution 4 Frequency 35 3 25 2 15 Frequency 1 5 Internet Banking ATM Tele banking Credit Card Debit Card E-Chaque Other 136
It is interesting to know that as per Table and Fig. Total 72% respondents use Internet Banking, 95% respondents use ATM, 39% respondents use Tele banking, 71.25% respondents use Credit Card, 43.75% respondents use Debit Card and 83.75% respondents use E-Claques. So there are scopes to marking of other business opportunities. 1.3.3 Opinion about internet Banking services delivery of SBI bank Table 5.3.3 Opinion about internet Banking services delivery of SBI bank Opinion About Internet Banking Frequency Much worse than expected 5 Worse than expected 17 Equal to expectation 43 Better than expectation 67 Much better than expectation 268 Total 4 From the data interpretation it is shown that total number of the respondents 67% respondents is experience is much better than expectation. Whereas 16.75% respondents were off having opinion that better than expectation. However in the same context 16.25% respondents s opinions are much worse than expected, opinions are worse than expected, are Equal to expectation. 137
Figure 5.3.3 Opinionn about internet Banking services delivery of SBI bank Frequency 3 25 2 15 1 5 Much worse than expected Worse than expected Equal to expectation Better than expectation Much better than expectation 1.3.4 Experience of e-banking with ICT s Table 5.3.4 Experience of e-banking with ICT s Experience of e banking Frequency Poor 21 Fair 92 Good 263 Excellent 24 Total 4 138
Figure 5.3.4 Experience of e-banking with ICT s 3 25 2 15 Series1 1 5 Poor Fair Good Excellent From above table and graphical presentation depict that of total number of the respondents 65.75% respondents are experience a good service of e banking. Whereas 6% respondents are experience a excellent service of e banking. However in the same context 28.25% respondents s opinions are much worse than expected, opinions are worse than expected, are Equal to expectation. 139
1.3.5 Ratings for the e-banking services of SBI Table 5.3.55 Ratings for the e-banking services of SBI Statement Good Best Better Average Total Rate the e-banking services of SBI 115 13 98 84 4 Figure 5.3..5 Ratings for the e-banking services of SBI In this data we can see out of 4 respondents 115 respondents respond good for statement rate the e-banking services of SBI, 13 respondent respond best 98 respond better and 84 respondents respond average for statement rate the e-banking services of SBI. 14
1.3.6 Recommendation for opening Bank account in SBI Table 5.3.6 Recommendation for opening Bank account in SBI Statement Yes No May Be No response Total Recommend friends/relatives to bank account in SBI open 134 78 9 98 4 Figure 5.3.6 Recommendation for opening Bank account in SBI In data analysiss we can see out of 4 respondents 134 respondents respond yes for statement recommend friends/relatives to open bank account in SBI, 13 respondent respond best 78respondents respond no and 9 respondents respond may be and 98 respondents are no response on statement rate the e-banking services of SBI. 141
1.3.7 E-banking services and Promptness from SBI bank Table 5.3.7 E-b banking services and Promptness from SBI bank Statement Yes No Absolut ely Cannot say Total Motivate customers to get associated with SBI and 154 58 97 91 avail services. 4 Figure 5.3.7 E-b banking services and Promptness from SBI bank This analysis we can see out of 4 respondents 154 respondents respond yes for Motivate customers to get associated with SBI and avail services, 58 respondent respond no, 97 respondents respond absolutely and 91 respondents respond cannot say and 98 respondents are no response on statement rate the e-banking services of SBI. 142
1.3.8 Scope for Improvisation for ICT Table 5.3.8 Scope for Improvisation for ICT Very Statement Yes No much little Total Scope to improve the ICT services 154 34 115 97 4 Figure 5.3.8 Scope for Improvisation for ICT From about we can say that out of 4 respondent 154 are responded yes for the statement Scope to improve the ICT services, 34 are respondent yes for the above statement 115 responded much very and 94 respondent response little for the statement Scope to improve the ICT servicess 143
1.3.9 Kind of improvisations For SBI Bank Table 5..3.9 Kind of improvisations For SBI Bank Statement Uninterr upted services Addressing the problems Quickly Providing internet facility in ATM center Any other ( Specify) Tot al Improvement you anticipate that Bank should initiate 14 125 113 58 4 In this statement 14 respondent responds Uninterrupted services and 125 respondent responds Addressing the problems Quickly for the statement Scope to improve the ICT services 113 respondent responds for Providing internet facility in ATM center and 58 responds for any other specification. Figure 5.3.9 Kind of improvisations For SBI Bank 144
1.3.1 Feel proud to be associated with SBI Statement Table 5.3.1 Feel proud to be associated with SBI Statement Statement Best Service Delivery Mechan ism Easy Access to the services Individu al attentio n to the Queries Changin g as per require ment Total Feel proud to be associated with SBI Statement 97 12 18 93 4 Figure 5.3.1 Feel proud to be associated with SBI Statement Feel proud to be associated with SBI Statement 11 15 1 95 9 85 Best Service Delivery Mechanism Easy Access to the servicesindividual attention to the Queries Changing as per requirement This analysis we can see out of 4 respondents 97 respondents respond for Best Service Delivery Mechanism,12 respondent respond Easy Access to the services, 18 respondents respond Individual attention to the Queries and 93 respondents respond Changing as per requirement against the statement Feel proud to be associated with SBI Statement. 145
1.4 Section C- Effectiveness of e-banking services 1.4.1 The bank s name is well-known and has good reputation Table 5.4.1 the bank s name is well-known and has good reputation Statement 1 2 3 4 5 The bank s name is well-known and has good reputation 175 164 23 26 12 Figure 5.4.1 the bank s name is well-known and has good reputation 2 18 16 14 12 1 8 6 4 2 1 2 3 4 5 From above table and graphical presentation depict that of total number of the respondents 43.75% respondents strongly agree to the statement regarding the brand name and status quotient Whereas 41% respondents are agree to the above statement. However in the same context 15.25% respondents fall in the category where they have either responded 146
that neither they agreeing nor disagree, disagree and strongly disagree to the statement the bank s name is famous and has good status. 1.4.2 Customer pleased with the services served by the bank Table 5.4.2 Customers are you satisfied with the services provided by the bank Statement 1 2 3 4 5 Customers are you satisfied with the services provided by the bank 14 127 95 12 26 Figure 5.4.2 Customers are you satisfied with the services provided by the bank 16 14 12 1 8 Series1 6 4 2 1 2 3 4 5 From the data it is clear that most of total number of the respondents 35% respondents strongly agree to the statement mentioned. Whereas 31.75% respondents are agree to the above statement. 147
However in the same context 34.25% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 1.4.3 Bank is helpful in dealing with customer problem Table 5.4.3 Bank is helpful in dealing with your problem Statement 1 2 3 4 5 Bank is helpful in dealing with your problem. 123 9 19 53 25 Figure 5.4.3 Bank is helpful in dealing with your problem 14 12 1 8 6 4 2 1 2 3 4 5 148
1.4.4 Bank has kept their promise to provide you best services Table 5.4.4 Bank has kept their promise to provide you best services Statement 1 2 3 4 5 Bank has kept their promise to provide you best services. 198 11 59 12 3 As per the survey conducted and the data presented that of total number of the respondents 49.5% respondents strongly agree to the statement bank has kept their promise to provide you best services. Whereas 25.25% bank managers agree to the above statement. However in the same context 25.25% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement bank has kept their promise to provide you best services. Figure 5.4 1 Bank has kept their promise to provide you best services 25 2 15 1 5 1 2 3 4 5 149
1.4.5 Happy delivery of the e-services by the bank Table 5.4.5happy delivery of the e-services by the bank Statement 1 2 3 4 5 Happy delivery of the e- services by the bank. 192 12 56 23 27 Figure 5.4 2 Happy delivery of the e-services by the bank 25 2 15 Series1 1 5 1 2 3 4 5 From the analysis presentation depict that of total number of the respondents 48% respondents strongly agree to the statement happy delivery of the e- services by the bank. Whereas 25.5% respondents are agree to the above statement. However in the same context 26.75% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement happy delivery of the e-services by the bank. 15
1.4.6 The Bank is its service product suits to your requirement Table 5.4.6 The Bank is its service product suits to your requirement Statement 1 2 3 4 5 The Bank is its service product suits to your requirement. 169 126 51 24 3 Figure 5.4.6 The Bank is its service product suits to your requirement 18 The Bank is its service product suits to your requirement. 16 14 12 1 8 The Bank is its service product suits to your requirement. 6 4 2 1 2 3 4 5 From above table and graphical presentation depict that of total number of the respondents 42.25% respondents strongly agree to the statement the bank is its service product suits to your requirement. Whereas 31.5% respondents are agree to the above statement. However in the same context 26.25% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement the bank is its service product suits to your requirement. 151
1.4.7 Overall service quality of your bank is very good Table 5.4.7 overall service quality of your bank is very good Statement 1 2 3 4 5 Overall service quality of your bank is very good. 162 13 91 23 21 Figure 5.4.7 Overall service quality of your bank is very good 18 Overall service quality of your bank is very good. 16 14 12 1 8 Overall service quality of your bank is very good. 6 4 2 1 2 3 4 5 From the data analysis it is clearly understand that of total number of the respondents 4.5% strongly agree to the statement overall service quality of bank is very good. Whereas 25.75% respondents are agree to the above statement. However in the same context 33.75% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that overall service quality of bank is very good. 152
1.4.8 Able to get on the site quickly for E-transaction Table 5.4.8 Able to get on the site quickly for E-transaction Statement 1 2 3 4 5 Able to get on the site quickly for E-transaction. 165 93 16 2 16 From the data interpretation it is shown that of total number of the respondents 41.25% respondents strongly agree to the statement site is quickly getting for e transaction. Whereas 23.25% respondents were agree to the above statement. However 35.5% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that overall site is quickly getting for e - transaction. Figure 5.4 3 Able to get on the site quickly for E-transaction 18 16 14 12 1 E-transaction. 8 Able to get on the site quickly for 6 4 2 1 2 3 4 5 153
1.4.9 It is easy to complete online transactions Table 5.4.9 it is easy to complete online transactions Statement 1 2 3 4 5 It is easy to complete online transactions. 178 11 69 24 19 As per the survey conducted and the data presented that of total number of the respondents 44.5% respondents strongly agree to the statement it is easy to complete online transactions. Whereas 27.5% respondents are agree to the above statement. However in the same context 35.5% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that it is easy to complete online transactions. Figure 5.4 4 it is easy to complete online transactions 2 It is easy to complete online transactions. 18 16 14 12 1 8 It is easy to complete online transactions. 6 4 2 1 2 3 4 5 154
1.4.1 Easiness of Logging in to Portal Table 5.4.1 Easiness of Logging in to Portal Statement 1 2 3 4 5 Is easy to log on bank s online portal. 173 115 61 31 2 According to data it is clear that out of the 4 respondents of total number of the respondents 43.25 % respondents strongly agree to the statement. Whereas 28.75% respondents are agree to the above statement. However in above statement 23% bank managers fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. Figure 5.4 5 Easiness of Logging in to Portal 2 Easiness of Logging in to Portal. 18 16 14 12 1 8 6 4 2 1 2 3 4 5 155
1.4.11 Customers are with E-banking business Table 5.4.11 Customers are with E-banking business Statement 1 2 3 4 5 Customers are with E-banking business. 115 145 89 32 19 Figure 5.4.11 Customers are with E-banking business 16 Customers are with E-banking business. 14 12 1 8 6 Customers are with E-banking business. 4 2 1 2 3 4 5 From above table and graphical presentation depict that of total number of the respondents 28.75 % respondents strongly agree to the statement customers are with E-banking business. Whereas 36.25% respondents are agree to the above statement. However in the same context 35% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that customers are with E-banking business. 156
1.4.12 Web page on SBI portal site load quickly Table 5.4.12 Web page on SBI portal site load quickly Statement 1 2 3 4 5 Web page on SBI portal site load quickly. 123 126 79 42 3 Figure 5.4.12 Web page on SBI portal site load quickly 14 Web page on SBI portal site load quickly. 12 1 8 6 Web page on SBI portal site load quickly. 4 2 1 2 3 4 5 According to the analysis shows those total numbers of the respondents 3.75 % respondents strongly agree to the statement web page on SBI portal site load quickly. Whereas 31.5% respondents are agree to the above statement. However in the same context 35% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that web page on SBI portal site load quickly. 157
1.4.13 Provides enough and appropriate fiscal data Table 5.4.13 Provides enough and appropriate fiscal data Statement 1 2 3 4 5 The internet banking portal site provides sufficient and real time financial information. 12 136 12 3 12 Figure 5.4.13 Provides enough and appropriate fiscal data 16 Presentation of Enough & Real time fiscal data 14 12 1 8 6 4 2 1 2 3 4 5 It is interesting to know that as per analysis that of total number of the respondents 3% respondents strongly agrees to the statement. Whereas 34% respondents are agree to the above statement. However in the same context 36% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 158
1.4.14 Process Flow Simplicity Table 5.4.14 Process Flow Simplicity Statement 1 2 3 4 5 It is easy to understand which button to be clicked for the next step. 178 11 69 24 19 From above table and below graphical presentation depict that of total number of the respondents 44.5 % respondents strongly agree to the statement. Whereas 27.5 % respondents are agree to the above statement. However in the same context 28% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. Figure 5.4.14 Process Flow Simplicity 2 Process Flow Simplicity 18 16 14 12 1 8 6 4 2 1 2 3 4 5 159
1.4.15 Responses for the Requests Table 5 4.15 Responses for the Requests Statement 1 2 3 4 5 The bank gives quick responses to my requests by e-mail or other means. 15 127 13 16 22 From the data it is clear that most that of total number of the respondents 26.25% respondents strongly agree to the statement. Whereas 31.75% respondents are agree to the above statement. From the same context 42% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. Figure 5 4.15 Responses for the Requests Responses for the Requests 14 12 1 8 6 4 2 1 2 3 4 5 16
1.4.16 Easiness of searching for functionality Table 5.4.16 Easiness of searching for functionality Statement 1 2 3 4 5 It is easy to find what I need on the website. 173 111 65 3 21 Figure 5.4.16 Easiness of searching for functionality 2 Easiness of searching for functionality 18 16 14 12 1 8 6 4 2 1 2 3 4 5 As per the survey conducted and the data presented that of total number of the respondents 43.25% respondents are strongly agree to the statement. Whereas 27.75% respondents are agree to the above statement. However in the same context 29% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 161
1.4.17 Internet portal complete a transaction quickly Table 5.4.17 Internet portal complete a transaction quickly Statement 1 2 3 4 5 Internet portal complete a transaction quickly. 171 117 64 29 19 Figure 5.4.17 Internet portal complete a transaction quickly 18 Internet portal complete a transaction quickly. 16 14 12 1 8 Internet portal complete a transaction quickly. 6 4 2 1 2 3 4 5 It is interesting to know that as per analysis that of total number of the respondents 42.75% respondents strongly agree to the statement internet portal complete a transaction quickly. Whereas 29.25% respondents are agree to the above statement. However in the same context 28% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that internet portal complete a transaction quickly. 162
1.4.18 E-banking portal system guides you to solve problem Table 5.4.18 E-banking portal system guides you to solve problem Statement 1 2 3 4 5 Having occurred any problem on E- banking portal system guides you to solve problem. 123 129 76 4 32 Figure 5.4.6 E-banking portal system guides you to solve problem 14 Having occurred any problem on E-banking portal system guides you to solve problem. 12 1 8 6 4 Having occurred any problem on E-banking portal system guides you to solve problem. 2 1 2 3 4 5 From above table and graphical presentation depict that of total number of the respondents 3.75% respondents strongly agree to the statement E-banking portal system guides you to solve problem when occurred any problem. Whereas 32.25 % respondents are agree to the above statement. However from above 37% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that E-banking portal system guides you to solve problem when occurred any problem. 163
1.4.19 E-banking transactions are reliable and credible Table 5.4.19 E-banking transactions are reliable and credible Statement 1 2 3 4 5 E-banking transactions are reliable and credible. 163 12 93 21 21 Data analysis shows that out of 4 surveyed of total number of the respondents 4.75% respondents strongly agree to the statement E-banking transactions are reliable and credible. Whereas 25.5% respondents are agree to the above statement. However in the same context 33.75% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that E-banking transactions are reliable and credible. Figure 5.4.19 E-banking transactions are reliable and credible 18 E-banking transactions are reliable & credible. 16 14 12 1 8 6 4 2 1 2 3 4 5 164
1.4.2 Accuracy of banking transactions Table 5 4.2 Accuracy of banking transactions Statement 1 2 3 4 5 Transactions with the bank are always accurate. 17 11 64 31 25 Figure 5.4.7 Accuracy of banking transactions 18 Accuracy of banking transactions 16 14 12 1 8 6 4 2 1 2 3 4 5 From above table and graphical presentation depict that of total number of the respondents 42.5% respondents strongly agree to the statement. Whereas 27.5% respondents are agree to the above statement. However in the same context 3% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 165
1.4.21 Transactions and its data are protected on banking portal site Table 5.4.21 Transactions and its data are protected on banking portal site. Statement 1 2 3 4 5 Transactions and its data are protected on banking portal site. 126 123 72 49 3 Figure 5.4 8 Transactions and its data are protected on banking portal site. 14 Transactions and its data are protected on banking portal site. 12 1 8 6 4 2 1 2 3 4 5 From the data interpretation it is shown that total numbers of the respondents 31.5% respondents are strongly agree to the statement transactions and its data are protected on banking portal site. Whereas 3.75% respondents are agree to the above statement. However in the same context 37.75% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that transactions and its data are protected on banking portal site. 166
1.4.22 There is safety in transactions with the bank Table 5.4.22 there is safety in transactions with the bank Statement 1 2 3 4 5 There is safety in transactions with the bank. 165 93 16 2 16 Figure 5.4 9 There is safety in transactions with the bank 18 There is safety in transactions with the bank. 16 14 12 1 8 6 4 2 1 2 3 4 5 There is safety in transactions with the bank. From above table and graphical presentation depict that of total number of the respondents 41.25% respondents strongly agree to the statement there is safety in transactions with the bank. Whereas 23.25% respondents are agree to the above statement. However in the same context 35.5% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that there is safety in transactions with the bank. 167
1.4.23 Timings for completing transactions Table 5.4.23 Timings for completing transactions Statement 1 2 3 4 5 It is quick to complete a transaction through the bank s website. 145 115 82 39 19 Figure 5.4 1 Timings for completing transactions 16 Timing for completing transactions 14 12 1 8 6 4 2 1 2 3 4 5 From the data analysis it is clearly understand that that of total number of the respondents 36.25% respondents strongly agree to the statement. Whereas 28.27% respondents are agree to the above statement. However in the same statement 35.48% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 168
1.4.24 Speed of Service delivery Table 5.3.1 Speed of Service delivery Statement 1 2 3 4 5 The service delivered through the bank s website is quick. 188 1 64 29 19 Figure 5.5 11 Speed of Service delivery 2 Speed of Service delivery 18 16 14 12 1 8 6 4 2 1 2 3 4 5 From above table and graphical presentation depict that of total number of the respondents 47% respondents strongly agree to the statement. Whereas 25% respondents are agree to the above statement. However in the same context 28% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 169
1.4.25 Efforts for the Online Portal Table 5.4.25 Efforts for the Online Portal Statement 1 2 3 4 5 Using the bank s website does not require a lot of effort. 178 11 69 24 19 From above table and graphical presentation depict that of total number of the respondents 44.5% respondents strongly agree to the statement. Whereas 27.5% respondents are agree to the above statement. However in the same context 28% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. Figure 5.4 12 Efforts for the Online Portal 2 Efforts for the Online Portal 18 16 14 12 1 8 6 4 2 1 2 3 4 5 17
1.4.26 Representation of Online content Table 5.4.26 Representation of Online content Statement 1 2 3 4 5 The organization and structure of online content is easy to follow. 163 13 93 22 2 Out of the total respondent s 4.75% respondents strongly agree to the statement. Whereas 25.75% respondents are agree to the above statement. However in the same context 33.5% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. Figure 5.4.26 Representation of Online content 18 Representation of Online content 16 14 12 1 8 6 4 2 1 2 3 4 5 171
1.4.27 Promises about the delivery of services Table 5.4.27 Promises about the delivery of services Statement 1 2 3 4 5 The bank s site makes accurate promises about the services being delivered. 171 115 63 3 2 Figure 5.4.27 Promises about the delivery of services 18 Promises about the delivery of services 16 14 12 1 8 6 4 2 1 2 3 4 5 From above table and graphical presentation depict that of total number of the respondents 42.75% respondents strongly agree to the statement. Whereas 28.75 % respondents are agree to the above statement. However in the same context 28.5% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 172
1.4.28 Help for the problem resolution Table 5.4.28 Help for the problem resolution Statement 1 2 3 4 5 Internet banking system guides you to solve problems. 175 83 16 2 16 Figure 5.4.28 Help for the problem resolution 2 Help for the problem resolution 18 16 14 12 1 8 6 4 2 1 2 3 4 5 As per the data collected that of total number of the respondents 43.75% respondents were strongly agree to the statement. Whereas 2.75% respondents are agree to the above statement. Against the above tendency 35.5% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 173
1.4.29 Speed of problem resolution Table 5.4.29 Speed of problem resolution Statement 1 2 3 4 5 The bank quickly resolves problems encounter with online transactions. 173 114 62 31 2 Figure 5.4.29 Speed of problem resolution 2 Speed of problem resolution 18 16 14 12 1 8 6 4 2 1 2 3 4 From above table and graphical presentation depict that of total number of the respondents 43.25% respondents strongly agree to the statement Whereas28.5% respondents are agree to the above statement. However in the same context 28.25% respondents fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 174
1.4.3 SBI promotes ensures the feeling of safety. Table 5.4.3 SBI promotes ensures the feeling of safety statement 1 2 3 4 5 Total SBI promotes ensures the feeling of safety 97 13 67 91 42 4 Figure 5.4.3 SBI promotes ensures the feeling of safety From above data 97 respondents are strongly agree for the statement Promotes end-users the feeling of safety. 13respondets only agree to the respond above statement, 67 respondents are responds neither agree nor disagree for the statements Promotes end-users the feeling of safety.here 91 respondents are responds disagree also 42 responded response strongly disagree. 175
1.4.31 E-Banking service experience of SBI is best in comparisons with other banks. Table 5.4.31 Feel proud to be associated with SBI Statement statement 1 2 3 4 5 Total E-Banking service experience of SBI is best in comparisons with 19 11 98 56 other banks. 36 4 Figure 5.4.31 Feel proud to be associated with SBI Statement From above data 19 respondents are strongly agree for the statement E- Banking service experience of SBI is best in comparisons with other banks. 11 respondents only agree to the respond above statement, 98 respondents are responds neither agree nor disagree for the statements E-Banking service experience of SBI is best in comparisons with other banks. Here 91 respondents are responds disagree also 42 responded response strongly disagree. 176
1.4.32 SBI online E-banking portal support accountholders to understand the precautionary measures to be taken and its user Friendly. Table 5.4.32 Portal support accountholders to understand the precautionary measures to be taken and its user Friendly statement 1 2 3 4 5 Total Portal support accountholders to understand the precautionary measures to be taken and its user Friendly. 11 95 76 91 37 4 Figure 4.32 Portal support accountholders to understand the precautionary measures to be taken and its user Friendly 177
From above data 11 respondents are strongly agree for the statement E-Banking service experience of SBI is best in comparisons with other banks. 95 respondents only agree to the respond above statement, 91 respondents are responds neither agree nor disagree for the statements E-Banking service experience of SBI is best in comparisons with other banks. Here 91 respondents are responds disagree also 37 responded response strongly disagree. 1.4.33 Easy to operate and bank in pocket effective concept. Table 5.4.33 Easy to operate and bank in pocket effective concept statement 1 2 3 4 5 Total Easy to operate and bank in pocket effective concept. 115 94 72 87 32 4 Data show that 115 respondents are strongly agree for the statement Easy to operate and bank in pocket effective concept.94 respondents only agree to the respond above statement, 72 respondents are responds neither agree nor disagree for the statements Easy to operate and bank in pocket effective concept. Here 87 respondents are responds disagree also 32 responded response strongly disagree. 178
Figure 5.4.33 Easy to operate and bank in pocket effective concept 179
1.4.34 Following table is presented to know the distribution of the respondents on the basis of all statement Table 5.4.34 All Statement distribution Sr. No. Statement 1 2 3 4 5 1 The bank s name is well-known and has good reputation. 175 164 23 26 12 2 Customers are you satisfied with the services provided by the bank. 14 127 95 12 26 3 Bank is helpful in dealing with your problem. 123 53 19 9 25 4 Bank has kept their promise to provide you best services. 198 11 59 12 3 5 Happy delivery of the e-services by the bank. 192 12 56 23 27 6 The Bank is its service product suits to your requirement. 169 126 51 24 3 7 Overall service quality of your bank is very good. 162 13 91 23 21 8 Able to get on the site quickly for E-transaction. 165 93 16 2 16 9 It is easy to complete online transactions. 178 11 69 24 19 18
1 Is easy to log on bank s online portal. 173 115 61 31 2 11 Customers are with E-banking business. 115 145 89 32 19 12 Web page on SBI portal site load quickly. 123 126 79 42 3 13 The internet banking portal site provides sufficient and real time financial information. 12 136 12 3 12 14 It is easy to understand which button to be clicked for the next step. 178 11 69 24 19 15 The bank gives prompt responses to my requests by e-mail or other means. 15 127 13 16 22 16 It is easy to find what I need on the website. 173 111 65 3 21 17 Internet portal complete a transaction quickly. 171 117 64 29 19 18 Having occurred any problem on E-banking portal system guides you to solve problem. 123 129 76 4 32 19 E-banking transactions are reliable and credible. 163 12 93 21 21 2 Transactions with the bank are always accurate. 17 11 64 31 25 21 Transactions and its data are protected on banking portal site. 126 123 72 49 3 181
22 There is safety in transactions with the bank. 165 93 16 2 16 23 It is quick to complete a transaction through the bank s website. 145 115 82 39 19 24 The service delivered through the bank s website is quick. 188 1 64 29 19 25 Using the bank s website does not require a lot of effort. 178 11 69 24 19 26 The organization and structure of online content is easy to follow. 163 13 93 22 2 27 The bank s site makes accurate promises about the services being delivered. 171 115 63 3 2 28 Internet banking system guides you to solve problems. 175 83 16 2 16 29 The bank quickly resolves problems encounter with online transactions. 173 114 62 31 2 3 SBI promotes ensures the feeling of safety. 97 13 67 91 42 31 E-Banking service experience of SBI is best in comparisons with other banks. 19 11 98 56 36 32 Portal support accountholders to understand the precautionary measures to be taken and its user Friendly.. 11 95 76 91 37 33 Easy to operate and bank in pocket effective concept. 115 94 72 87 32 182
1.4.34.1 Average values and Percentage user Expectations for E- Banking Service Table 5.4.34.1 Average Value and Percentage Opinion Average values Percentage Strongly Agree 158.62 39.65% Agree 113.556 28.39% Neither agree nor disagree 78.2 19.5% Disagree 29.373737 7.34% Strongly Disagree 21.81481481 5.45% Figure 5.4.34.1 Average Value and Percentage 183
By calculating average of all sentences of positive point of SBI e-banking we see that nearly 39% respondents are strongly agree with good service of SBI e-banking, 28.39% respondents are agree with good service of SBI e- banking, 19.75% respondents are Neither agree nor disagree with good service of SBI e-banking, 7.34% respondents are disagree with good service of SBI e-banking and 5.45% respondents are strongly disagree with good service of SBI e-banking, So most of the respondents are satisfied with the service of e banking of SBI. 184
Figure 5.5 13 45 4 35 3 25 2 15 1 5 Series5 Statement Customers are you satisfied with the services provided by the bank Bank has kept their promise to provide you best services. The Bank is its service product suits to your requirement. Able to get on the site quickly for It is easy to complete online transactions. Customers are with E-banking business. The internet banking portal site provides sufficient and real time financial The bank gives prompt responses to my requests by e-mail or other means. Internet portal complete a transaction quickly. E-banking transactions are reliable & credible. Transactions and its data are protected on banking portal site. It is quick to complete a transaction through the bank s website. Using the bank s website does not require a lot of effort. The bank s site makes accurate promises about the services being delivered. The bank quickly resolves problems encounter with online transactions. Series4 Series3 Series2 Series1 Sr. No. 1 2 3 4 5 6 7 8 9 11112131415161718192212223242526272829 185
1.5 Section D - Questionnaire For Manager 1.5.1 Up-to-date equipment and instrument facilities are provided Table 5.5.1 Up-to-date equipment and instrument facilities are provided Statement 1 2 3 4 5 Up-to-date equipment and instrument facilities are 11 7 2 3 2 provided by bank. As per the survey conducted and the data presented, that out of total number of the bank managers 44% bank managers strongly agree to the statement that the banks provide up-to-date equipment and instrument facilities to the customers of the bank. Whereas 28% bank managers agree to the above statement. Against the above tendency 28% bank managers fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that banks provide up-to-date equipment and instrument facilities to the customers of the bank. Figure 5.51 Up-to-date equipment and instrument facilities are provided 12 1 8 6 4 2 1 2 3 4 5 186
1.5.2 Employees of bank are well dressed and neat Table 5.5.2 Employees of bank are well dressed and neat Statement 1 2 3 4 5 Employees of bank are well dressed and neat. 9 1 3 2 1 Figure 5.5.2 Employees of bank are well dressed and neat 12 1 8 6 Series1 4 2 1 2 3 4 5 The above table and graphical presentation depict that of total number of the bank managers 36% bank managers strongly agree to the statement with employees of bank are well dressed and neat. Whereas 4% bank managers agree to the above statement. The same context 24% bank managers fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that banks provide up-to-date equipment and instrument facilities to the customers of the bank. 187
1.5.3 Bank keeps their promises Table 5.5.3 Bank keeps their promises Statement 1 2 3 4 5 Bank keeps their promises. 8 11 3 2 1 Figure 5.5.3 Bank keeps their promises 12 1 8 6 Series1 4 2 1 2 3 4 5 From the data analysis it is clearly understand that of total number of the bank managers 32% bank managers strongly agree to the statement with bank keeps their promises. Whereas 44% bank managers agree to the above statement. However in the same context 24% bank managers fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that banks bank keeps their promises. 188
1.5.4 Service provision for accomplishing promises Table 5.5.4 Service provision for accomplishing promises Statement 1 2 3 4 5 Bank provides their services at the time they promise to complete it. 1 8 3 2 2 Figure 5.5.4 Service provision for accomplishing promises 12 1 8 6 4 2 1 2 3 4 5 The above table and graphical presentation depict that of total number of the bank managers 4% bank managers strongly agree to the statement. Whereas 32% bank managers agree to the above statement. However in the same context 28% bank managers fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement. 189
1.5.5 Bank keeps their records accurately. Table 5.5.5 Bank keeps their records accurately Statement 1 2 3 4 5 Bank keeps their records accurately. 8 1 4 1 2 As per the data collected from of total number of the bank managers 32% bank managers strongly agree to the statement with bank to keeps their records accurately. Whereas 4% bank managers agree to the above statement. However in the same context 28% bank managers fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that bank to keeps their records accurately. Figure 5.5.5 Bank keeps their records accurately 12 1 8 6 4 2 1 2 3 4 5 19
1.5.6 Bank employees always help customer Table 5.5.6 Bank employees always help customer Statement 1 2 3 4 5 Bank employees always help customer 9 1 4 1 1 From the data analysis it is clearly understand that total number of the bank managers 36% bank managers strongly agree to the statement with bank employees always help customer. Whereas 4% bank managers agree to the above statement. However in the same context 24% bank managers fall in the category where they have either responded that neither they agreeing nor disagree, disagree and strongly disagree to the statement that bank employees always help customer. Table 5.5.6 Bank employees always help customer 12 1 8 6 4 2 1 2 3 4 5 191