Chapter 8
Annexures
Chapter 8
194
Survey for Role of Technology in
Financial Services of Commercial
Banks in India
Dear Respondent, I am doing my research on the above mentioned topic. I have registered for PhD. I request you to fill this form which will be very valuable data for my research work. The technology services provided by the bank are categorized A, B, C and D. Category A are more frequently used services, Category B are on demand advance services , Category C are on demand or Specialized Services and Category D are Additional Services.
* Required
Name of the Bank * Name of the Respondent * Designation * Bank Type * Nationalized Private Cooperative Foreign
195
Questions for Category A Services
Category A most frequently used services.Q.1.Which of the following services are offered by the bank (Category A)
*
ATM
Debit Card
ATM cum Debit Card
Credit Card
Q.1.1.How many Customers use the ATM Facility?
Q.1.2What is the Average Monthly frequency of using the ATM Service by the
Customer? (Considering that in a day the ATM facility can be used for max 3
times)
Q.1.3.How Many Customers use Debit Card Facility?
Q.1.4.What is the Average Monthly frequency of using the Debit Card Facility by
the Customer?
Q.1.5.How Many Customers use ATM cum Debit Card Facility?
Q.1.6.What is the Average Monthly frequency of using the ATM cum Debit Card
Facility by the Customer?
196
Q.1.8What is the average monthly frequency of using Credit Card Facility by
the Customer?
Q.1.9.Rate the Benefits for the Bank from Category A Services
Poor
Satisfactory Good
Very
Good
Excellent
Q.1.9.a.Convenience
Q.1.9.b.Efficiency
Q.1.9.c.Consistency
Q.1.9.d.Reliability
Q.1.9.e.Security
Q.1.9.f.Reduced Cost
of Operation
Q.1.9.g.Governance
Q.1.9.h.Employee
Productivity
Q.1.9.i.Contribution
to Globalization
197
Questions for Category B Services
Category B services are on demand advance services that a Customer can use as per their requirement.Q.2.Which of the following services are offered by the Bank? Internet Banking
Electronic Funds Transfer Electronic Clearance System Electronic Bill Payments
Q.2.1.How Many Customers use Internet Baking Facility?
Q.2.2.What is the Average Monthly frequency of using Internet Baking Facility by the customer?
Q.2.3.How Many Customers use Electronic Funds Transfer Facility?
Q.2.4.What is the Average Monthly frequency of using Electronic Funds Transfer Facility by the Customer?
Q.2.5.How many customers use Electronic Clearance System Facility?
Q.2.6.What is the Average Monthly Frequency of using Electronic Clearance System Facility?
198
Q.2.8.What is the Average Monthly Frequency of using Electronic Bill Payment Facility by the Customer?
Q.2.9.Rate the benefits for the Bank from Category B Services
Poor
Satisfactory Good
Very Good Excellent
Q.2.9.a.Convenience
Q.2.9.b.Efficiency
Q.2.9.c.Consistency
Q.2.9.d.Reliability
Q.2.9.e.Security
Q.2.9.f.Reduced Cost of
Operations
Q.2.9.g.Governance
Q.2.9.h.Employee
Productivity
Q.2.9.i.Contribution to
Globalization
199
Questions for Category C Services
Category C services are on demand specialized services that a Customer can use as per their requirement.Q.3.Which of the following services are offered by the bank? (Category C) Phone Banking or Mobile Banking
Core Banking Wealth Management Real Time Gross Settlement
Q.3.1.How any Customers use Phone or Mobile Banking Facility?
Q.3.2.What is the Average Monthly frequency of using Phone or Mobile Banking Facility by the Customer?
Q.3.3.How Many Customers use Core Banking Facility?
Q.3.4.What is the Average Monthly frequency of using Core Banking Facility by the Customer?
Q.3.5.How many Customers use Wealth Management Facility?
Q.3.6.What is the Average Monthly Frequency of using Wealth Management Facility by the Customer?
200
Q.3.7.How many Customers use Real Time Gross Settlement Facility?
Q.3.8.What is the Average Monthly Frequency of using Real Time Gross Settlement Facility by the Customer?
Q.3.9.Rate the benefits for the Bank form Category C Services
Poor
Satisfactory Good
Very
Good
Excellent
Q.3.9.a.Convenience
Q.3.9.b.Efficiency
Q.3.9.c.Consistency
Q.3.9.d.Reliability
Q.3.9.e.Security
q.3.9.f.Reduced Cost
of Operations
Q.3.9.g.Governance
Q.3.9.h.Employee
Productivity
Q.3.9.i.Contribution
to Globalization
201
Questions for Category D Services
Category C services are Additional services that a Customer can use as per their requirement.Q.4.Which of the Following Services are provided by the Bank? (Category D) DEMAT Services
Trading Account Forex Services
Multi-City Pay at Par cheque facility
Q.4.1.How Many Customers use DEMAT Services?
Q.4.2.What is the Average Monthly Frequency of using DEMAT Services by the Customer?
Q.4.3.How Many Customers have a Trading Account?
Q.4.4.What is the average frequency of using Trading Account facility by the Customer?
Q.4.5.How many Customers use Forex Services?
202
Q.4.7.How many Customers use Multi-City pay at par Cheque Facility?
Q.4.8.What is the Average Monthly Frequency of using Multi-City pay at par Cheque Facility by the Customer?
Q.4.9.Rate the benefits for the Bank from Category D Services
Poor
Satisfactory Good
Very
Good
Excellent
Q.4.9.a.Convenience
Q.4.9.b.Efficiency
Q.4.9.c.Consistency
Q.4.9.d.Reliability
Q.4.9.e.Security
Q.4.9.f.Reduced Cost
of Operations
Q.4.9.g.Governance
Q.4.9.hEmployee
Productivity
Q.4.9.i.Contribution
to Globalization
203
Q.5.Due to Availability of Technology, Has the bank started any other technology oriented service which is not mentioned above?
Submit
Chapter 8
204
Online Payments (Cards)
205
Credit Card/Debit Card Scanning Device used on Petrol
Pumps and Shopping Malls
206
Credit Card/Debit Card Scanning Device used on Petrol
Pumps and Shopping Malls
Credit Card/Debit Card Scanning Device used with mobile
devices.
207
Credit Card/Debit Card Scanning Device used with mobile devices.
208
Keyboard with a Smart Card Reader
209
Internet Banking
210
ATM Cum Debit Card
211
Electronic Cheque
212
Electronic Wallet
Chapter 8
213
Abbreviations
AMC
Annual Maintenance Contract
ATM
Automated Teller Machine
BANCS
Banks ATM Network and Customer Services
BCM
Business Continuity Management
BCs
Banking Correspondents
BI
Business Intelligence
BIA
Business Impact Analysis
BPR
Business Process Re-engineering
BPSS
Board for Regulation and Supervision of Payment and Settlement Systems
CA
Certifying Authority
CBS
Core Banking Solutions
CFMS
centralized funds management system
CIOs
Chief Information Officers
CoE
Centre of Excellence
CRM
Customer Relationship Management
CTS
Cheque Truncation System
DBIE
Data Base on Indian Economy
DEMAT
De-Materialized account
DNS
Deferred Net Settlement
DSS
Decision Support Systems
ECS
Electronic Clearing Service
EDI
Electronic Data Interchange
EFT
Electronic Funds Transfer
EFTPOS
Electronic Funds Transfer Point of Sale Terminal
EKP
Enterprise Knowledge Portal
ETL
Extract, Transform and Load
FINO
Financial Inclusion Network & Operations Ltd
IBA
Indian Banks' Association
214
IDRBT
Institute for Development & Research in Banking Technology
IFSC
Indian Financial System Code
INFINET
Indian Financial Network
IS
Information Security
IT
Information Technology
IVRS
Interactive Voice Response System
KYC
Know your customer
MICR
Magnetic ink character recognition
MIS
Management Information System
NECS
National Electronic Clearing Service
NEFT
National electronic fund transfer
NEFT-X
National EFT (Extended)
NFS
National Financial Switch
PAN
Permanent Account Number
PCI DSS
Payment Card Industry data Security Standard
PDA
Personal Digital Assistant
PIN
Personal Identification Number
POS
Point of Sale
PSU
Public Sector Undertaking
RBI
Reserve Bank of India
RECS
Regional Electronic Clearing Service
RTGS
Real Time Gross Settlement
SEFT
Special Electronic Funds Transfer
SFMS
Structured Financial Messaging System
SIPS
Systemically Important Payment Systems
SLAs
Service Level Agreements
SMS
Short Message Service
SWIFT
Society for Worldwide Interbank Financial Telecommunication
