THE STUDY
RECOMMENDATIONS OF THE STUDY
This chapter deals with the recommendations which are generated through the findings and also the conclusion drawn out of the study. These recommendations will help the organizations to enhance the productivity of the organization.
RECOMMENDATIONS OF THE STUDY
To promote E Banking services and to have a bank wide usage and adoption it is necessary that banks educate the non using customers about the benefits and advantages of E Banking.
Banks should look forward to have some tie ups with other financial institutions to increase the service base.
The major concerns of E Banking are security threats and privacy issues which will have to be dealt with to ensure long term survival. More technologically advanced security features should be deployed by the banks.
Mobile banking is also getting popular in the segment of internet banking SBI is providing mobile banking with limited features. To keep pace with the private sector banks The Public sector banks need to provide more mobile features.
The service charges of E Banking services should be nominal to attract more customers and increase the customer base.
The employees of public sector banks should be trained about the E Banking services so that they can further encourage and educate the customers to use E Banking services.
70 SUMMING UP:
The chapter discusses certain suggestions, the implementation of which will lead to greater adaption of ebanking services by the customers of SBI and ICICI bank. These suggestions will help the organizations to attain greater commitment with the customers and also help in increasing the customer base of the organization which will result in more productivity of the banks.
71
REFERENCES
JOURNALS:
Akinci, S., Aksoy, S. and Atılgan, E. (2008), ‗Adoption of internet banking among sophisticated consumer segments in an advanced developing country‘, International Journal of Bank Marketing, Vol.22 (3), pp. 212-32.
Aladwani, M. Adel (2011), ‗online banking: a field study of drivers, development challenges, and expectations‘, International Journal of Information Management, pp. 213-225.
Barnes, J.G., Howlett, D. M. (2006),‘ Predictors of equity in relationships between financial services providers and retail customers‘, International Journal of Bank Marketing, Vol.16, pp.15-23.
Bauer, H.H., Hammerschmidt, M. and Falk, T. (2005), ‗Measuring the quality of e- banking portals‘, Vol. 23, No. 2, pp. 153-75.
Black, N.J., Lockett, A., Winklhofer, H. and Ennew, C. (2007), The adoption of internet financial services: a qualitative study, International Journal of Retail & Distribution Management, Vol.29 (8), pp. 390-398.
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Daniel, E. (2011), Provision of electronic banking in the UK and Republic of Ireland, International Journal of Bank Marketing, Vol.17(2), pp. 72-82.
Durkin, M., Jennings, D., Mulholland G. and Worthington, S. (2008), Key influencers and inhibitors on adoption of the Internet for banking, Journal of Retailing and Consumer Services, Vol.15, pp. 348-357.
Eriksson, K., Kerem, K., & Nilsson, D. (2008), the adoption of commercial innovations in the former Central and Eastern European markets. The case of internet banking in Estonia‖, International Journal of Bank Marketing, Vol.26 (3), pp. 154-69.
genteno, C. (2004), Adoption of Internet services in the Acceding and Candidate Countries, lessons from the Internet banking case, Telematics and Informatics,Vol.21,pp.293-315.
hou, D., & Chou, A.Y. (2003), A Guide to the Internet Revolution in Banking, Information Systems Management, Vol.17 (2), pp. 51-57.
S. and T. Overton(2010), "Estimating Nonresponsive Bias in Mail Surveys," Journal of Marketing Research,Vol. 14, No. 3:396-402, 1977.
73 BOOKS :
C.H Gupta (2004) ‗E Banking in India‘
Banking Service Operation(ICFAI)
K.c Sharma(2007) ‗Indian Banking‘
Money and Banking
Rimpi Jatana, R. K. Uppal 01-Oct-2007 - Business & Economics
S S KAPTAN 1ST JAN 2003 INTERNET BANKING
WEBSITES:
http://jms.nonolympictimes.org/Articles/marticle.pdf Last assessed 11th march 2013
http://www.scribd.com/doc/25049932/Final-Project-on-E-banking Last assessed 12th march 2013
http://arraydev.com/commerce/JIBC/2010-08/Dixit.pdf(literature Last assessed 12th march 2013
http://www.iibms.org/pdf/Ebooks/E-Banking%20Management. Last assessed 12th march 2013
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http://www.scribd.com/doc/18090861/internet-banking-of-sbi Last assessed 13th march 2013
http://ce.sharif.ac.ir/courses/8687/1/ce428/resources/root/service_Quality_cont rol/e-banking%20service%20quality.pdf
Last assessed 13th march 2013
http://scholar.google.com/scholar?hl=en&q=literature+review+on+e+banking &btnG=&as_sdt=1%2C5&as_sdtp=
Last assessed 13th march 2013
http://m.tech.uh.edu/faculty/conklin/IS7033Web/7033/Week14/Internetbankin g.pdf
Last assessed 13th march 2013
http://www.amazon.com/Electronic-Banking-Ultimate-Business- Technology/dp/3528057548 last assessed 15th march 2013
https://en.wikipedia.org/wiki/Online_banking Last assessed 15th march 2013
75 Last assessed 17th march 2013
https://www.onlinesbh.com/osbi_newuser_regfrm.html Last assessed 18th march 2013
http://www.managementparadise.com/forums/publish-upload-project- download-reference-project/95468-project-internet-banking-sbi.html Last assessed 20th march 2013
http://www.icicibank.com/safe-online-banking/safe-online-banking.html Last assessed 21st 2013
http://www.icicibank.com/ Last assessed 21st 2013
http://www.mouthshut.com/product-reviews/ICICI-Bank-reviews Last assessed 23rd march 2013
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77
ANNEXURE 1
Questionnaire
I am a student of MBA, Gitarattan International Business School, Indraprastha University I am conducting a market research on ―Customer Perception towards e-banking". I request you to fill up a small questionnaire regarding the e-banking services provided by your bank. The privacy will be maintained and the data will strictly be used for educational purposes only.
1. Name: 2. Gender: Male Female 3. Age Group: o 18-25 o 26-35 o 36-45 o 46-60 o 60+ 4. Educational Qualification: o 12th o Graduate o Post Graduate o Professional 5. Occupation: o Student o Service
78 o Business man
o Retired Individual o Others please specify:
6. Are you aware of E- Banking services? o Yes
o No
7. Do you use E- Banking services? o Yes
o No
8. If the above option is No specify the reason. o Never heard of internet banking
o Concerned about security o Not available to my bank o Not have enough knowledge o Other:
9. What is the name of the bank you have an internet banking account with? o SBI
o ICICI
10. What is the most important reason that you choose this particular bank? o The brand name of the bank
o The excellent service offered by this bank o Easy to access
o Other:
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11. How long have you been using the internet services? o Less than a month
o 1 to 6 months o 6 to 12 months o More than a year
12. What is the frequency of usage of E-Banking? o 5 to 6 times/week
o 2 to 3 times /week o Once in a week o Once in a month o Occasionally
13. What are the E-Banking services that you use which are provided by your bank? o ATM
o Electronic Fund Transfer o Debit card
o Credit card o Bill payment
o Balance check and Bank Statement o Tax payment
o Mobile banking
14. Please rate the following Services?
Services Excellent good neutral poor n/a
ATM o o o o o
Electronic Fund Transfer o o o o o
Debit Card o o o o o
Credit Card o o o o o
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Balance Check and Bank Statement o o o o o
Tax Payment o o o o o
Mobile Banking o o o o o
15. Please specify the frequency of use?
Services 5 to 6 times/week 2 to 3 times/week Once in a week Once in a month occasionally ATM o o o o o
Electronic Fund Transfer o o o o o
Debit Card o o o o o
Credit Card o o o o o
Bill Payment o o o o o
Balance Check and Bank Statement
o o o o o
Tax Payment o o o o o
81 ANNEXURE 2