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SUMMARY AND CONCLUSION
This chapter deals with the major findings and discussions based on the objectives and hypothesis which were taken for the analysis of the study. This chapter also talks about the limitations of the study and scope for future study.
OVERVIEW:
A summary of the research with the main findings has also been presented. Revisiting of objectives is essential to understand whether the purpose and aim of research has been achieved. Limitations of the study have been pointed out. Finally, the chapter throws light on directions for future research.
Thorough in depth examination of the various dimensions of ADOPTION OF E BANKING SERVICES BY THE CUSTOMERS OF SBI AND ICICI BANK was conducted. The e-banking revolution has fundamentally changed the business of banking by scaling borders and bringing about new opportunities.
The basic objective of the research was to analyze the adoption and the awareness of e-banking among the customers of Private sector (ICICI Bank) and Public sector Bank (SBI). Six hypotheses were formulated to analyze the preferences of various E Banking services among the customers of ICICI and SBI Bank and also to compare and analyze if there is any significant difference in the perception of E Banking services of ICICI and SBI Bank.
64 FINDINGS
In the study the number of respondents belonging to SBI (59%) bank is more compared to ICICI bank (41%). The study revealed that the internet banking is used by 65% of respondents. This suggests that the E banking services is increasing in usage however there is still a long way to go.
The study revealed that the frequency of male is more than the frequency of female. The large number of e banking users i.e.34 come under the age of 26- 35.and the least users of e banking are senior citizens. This suggests that youths prefer using E Banking services more than the older generation. Respondents with post graduation were 42% followed by 22% of graduate respondents and 29% with professional degrees. Service going people use e banking services more than the student and businessman.
The study tested if customers gave equal ratings to the eight identified E Banking services. The study revealed that the SBI customers rated ATM as number one followed by mobile banking in second and Balance check in third position. They gave the least rating to cheque book, FD, DD, Stop Payment. Similarly the customers of ICICI Bank rated balance check in first and ATM, mobile banking, balance check in second, third and fourth position respectively. They rated tax payment as least preferred.
Further analysis was made to determine if there is any significant difference in the perception of ICICI and SBI Bank towards rating of different E Banking services. Independent sample t- test was applied to the data and the result showed that the
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difference was insignificant. The study concluded that both SBI and ICICI are providing efficient services. The recent surveys have shown that SBI Bank has improved upon the customer and internet banking services. Hence the customers of SBI have equal advantages of E Banking services and there is not much significant difference in perception of services by the customers of two banks.
The study tested if customers preferred equal usage of all the eight identified E Banking services of SBI bank and ICICI bank. The study revealed that the SBI customers used balance check as highest one followed by request from cheque book in second and Bill payment in third position. They least used tax payment facility .Similarly the customers of ICICI Bank used ATM the most and Tax payment ,online shopping by debit or credit card and bill payment in second ,third and fourth position respectively . The Electronic Fund Transfer was least used.
From the feedback received through questionnaires filled by the customers of SBI and ICICI bank, it is clear that most of the customers are using the E Banking services provided by the banks.
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LIMITATIONS:
Besides the success of the research work, there were certain limitations which were faced by the researcher.
The information collected is mainly primary data and the accuracy is subject to the responses received.
Due to lack of time the good amount of data collection was not possible so research had to rely on limited data of sample size of 100 respondents only
The research was only focused on two banks . The ICICI bank was taken as representative of Private sector Bank and SBI was taken as representative of Public Sector Bank
The research only focused on few branches of Delhi region
The customers were not interested in filling questionnaire because of their busy schedule.
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SCOPE OF THE FURTHER STUDY
In this research there is a wide scope for further study. The researcher has taken only the 3 branches of SBI and ICICI Bank in Delhi under the study, so the other branches of SBI and ICICI Banks could also be taken for study.
The research is conducted in Delhi and a similar study can be conducted in other areas to make the research results more specific.
This study may also include large number of respondents from both the banks.
This study can be further extended to other Private and Public Sector Banks.
The above findings reveal that the awareness of E Banking services, its adoption and usage rate has increased with time but still many people are unaware and many of them are non users. The findings of the paper have lead to formulation of certain suggestions and recommendations for the banks to increase the E Banking usage.
Summing up:
Overall the result was that the customers of both the SBI and ICICI are aware about the various ebanking services provided by the bank. The customers not opting for ebanking service had security concerns. Therefore there should be initiatives on the part of the banks to remove the security risk and improve the services.
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