CHAPTER – V PERCEPTION ON INTERNET BANKING...

165

CHAPTER – V

PERCEPTION ON INTERNET BANKING AND PROBLEM FACED BY

THE BANK CUSTOMERS

INTRODUCTION

In this chapter an attempt has been made to analyze the customer perception

on internet banking and problem faced by the bank customers.

5.1 PERCEPTION ON INTERNET BANKING

The system that allows deposits and withdrawal of money from a bank

account by using the internet is called internet banking. As the internet is becoming

more and more important in business life, many banks consider it an opportunity to

reduce customer service costs, tighten customer relationship and most importantly

further personalize marketing messages and enable mass customization. The

challenge hereby is to offer communication and information on the right topic in the

right amount and at the right time that fits the customer’s specific needs.

RANK THE FACTORS FOR USE OF NET BANKING BY SAMPLE

RESPONDENTS

TABLE 5.1: OVERALL RANK FOR BANKS FOR INFLUENCING FACTORS

TO USE NET BANKING OF THE RESPONDENTS

Factors Name of the

Bank

No. of

respondents

Mean

Score

Value

Rank

Convenience

SBI 60 391.23 1

Canara 60 224.43 3

IOB 60 214.98 6

IB 60 215.67 5

ICICI 60 223.74 4

HDFC 60 207.35 7

AXIS 60 203.53 8

KVB 60 243.07 2

Total 480

Security

SBI 60 77.78 8

Canara 60 418.9 1

IOB 60 199.91 7

IB 60 220.79 5

ICICI 60 212.07 6

HDFC 60 235.7 3

AXIS 60 223.84 4

166

KVB 60 335.02 2

Total 480

Secrecy

SBI 60 159.27 5

Canara 60 55.68 8

IOB 60 326.47 3

IB 60 265.82 4

ICICI 60 396.47 2

HDFC 60 151.58 6

AXIS 60 151.03 7

KVB 60 417.7 1

Total 480

Prestige

SBI 60 387.28 1

Canara 60 116.12 6

IOB 60 274.63 4

IB 60 105.95 7

ICICI 60 102.05 8

HDFC 60 379.23 2

AXIS 60 364.18 3

KVB 60 194.56 5

Total 480

Accuracy

SBI 60 207.23 4

Canara 60 185.03 6

IOB 60 435.53 1

IB 60 337.53 2

ICICI 60 196.47 5

HDFC 60 177.13 7

AXIS 60 328.16 3

KVB 60 56.93 8

Total 480

Speed

SBI 60 235.25 5

Canara 60 395.57 1

IOB 60 45.62 8

IB 60 379.82 2

ICICI 60 248.5 4

HDFC 60 258.3 3

AXIS 60 128.28 7

KVB 60 232.67 6

Total 480

Accessibility

SBI 60 217.05 6

Canara 60 372.53 2

IOB 60 52.93 8

IB 60 390.92 1

ICICI 60 228.01 4

HDFC 60 226.9 5

AXIS 60 233.48 3

167

KVB 60 202.18 7

Total 480

Timing

SBI 60 203.73 4

Canara 60 369.73 1

IOB 60 182.3 8

IB 60 362.08 2

ICICI 60 198.66 5

HDFC 60 187.2 6

AXIS 60 233.1 3

KVB 60 187.2 7

Total 480

Source: Primary Data

Table 5.1 indicates the mean ranking of each factors ranked by various

respondents from different banks for influencing the factors for use the net banking by

the samples respondents. The banks are ranked based on each factors. The mean

score indicates the level of ranking by various banks on various factors.

Regarding convenience factor influence for use of net banking, SBI ranked

first with 391.23 and followed by KVB (243.07), Canara bank (224.43), ICICI

(223.74), Indian bank (215.67), IOB (214.98), HDFC (207.35) and last rank allocated

to Axis bank (203.53).

Regarding the security factor influence for use of net banking Canara bank

with ranked first 418.9 and followed by KVB (335.02), HDFC (235.7), Axis bank

(223.84), Indian bank (220.79), ICICI (212.07), IOB (199.91) and last rank allocated

to SBI with 77.78 value.

Regarding the secrecy factor influence for use of net banking ,KVB ranked

firstwith 417.7 and followed by ICICI (396.47), IOB (326.47), Indian bank (265.82),

SBI (159.27), HDFC (151.58), Axis bank (151.03) and last rank allocated to Canara

bank (55.68).

Regarding prestige factor influencing the net banking use, SBI bank ranked

first with 387.28 and followed by HDFC (379.23), Axis bank (364.18), IOB (274.63),

KVB (194.56), Canara bank (116.12), Indian bank (105.95) and last rank allocated to

ICICI bank (102.05).

Regarding accuracy factor influencing the net banking use, IOB bank ranked

first with mean rank value 435.53 and followed by Indian bank (337.53), Axis bank

168

(328.16), SBI (207.23), ICICI (196.47), Canara bank (185.03), HDFC bank (177.13)

and last rank allocated to KVB (56.93).

Regarding speed factor influencing the net banking use, Canara bank ranked

first with 395.57 and followed by Indian bank (379.82), HDFC bank (258.3), ICICI

bank (248.5), SBI (235.25), KVB (232.67), Axis bank (128.28) and last rank allocated

to IOB.

Regarding Accessibility factor influencing the net banking use, Indian bank

ranked first with 390.92 and followed by Canara bank (372.53), Axis bank (233.48),

ICICI bank (228.01), HDFC bank (226.9), SBI (217.05), KVB (202.18) and last rank

allocated to IOB (52.93).

Regarding timing factor influencing the net banking use, Canara bank ranked

first with 369.73 and followed by Indian bank (362.08), Axis bank (233.1), SBI

(203.73), ICICI (198.68), HDFC (187.2), KVB (187.2) and last rank allocated to IOB

(182.3).

TABLE 5.2: OVERALL RANK ACROSS BANK – KRUSKAL WALLIS TEST

Factors Chi-square df Asymp. Sig

Convenience 136.785 7 0.00

Security 251.886 7 0.00

Secrecy 399.581 7 0.00

Prestige 373.365 7 0.00

Accuracy 347.442 7 0.00

Speed 328.328 7 0.00

Accessibility 303.701 7 0.00

Timing 185.631 7 0.00


Moreover, the tests of Kruskal Wallis test table 5.2 indicates that the ranks of

various banks on influencing the net bank usage all aspects are significantly

influencing them. The P-value of all the variables are less than 0.05 indicates the

ranks are independent to the various banks for various factors influencing the net

usage.

169

TABLE 5.3: KENDALL’S WA TEST FOR RANKING OF FACTORS

Factors Mean Rank

Convenience 1.32 I

Security 2.39 II

Secrecy 4.46 III

Prestige 5.13 VI

Accuracy 4.48 IV

Speed 4.88 V

Accessibility 6.04 VII

Timing 7.31 VIII


Overall mean of all the variables from convenience to timing are indicated in

table 5.3. The mean rank indicates the overall preference of the sample respondents

for net bank usage. The first choice was convenience factor for net bank usage by the

respondents and followed by second choice was security, third choice was secrecy,

fourth choice was accuracy, fifth choice was speed, sixth choice was prestige, seventh

choice was accessibility and last choice was timing for select the net banking by the

sample respondents.

TABLE 5.4: TEST STATICS

N 480

Kendall’s Wa 0.603

Chi-square 2026.327

Df 7

A symp. Sig 0.000

The Kendall’s was tests indicates the ranking of various factors are significant

with the chi-square value of 2026.327, degree of freedom 7 with the P-value 0.00

(less than 0.05) which is shown in the table 5.4.

170

Opinion About Internet Services/ Application Usage Level

TABLE 5.5: INTERNET SERVICES – ATM USAGE LEVEL OF THE

SAMPLE RESPONDENTS

Name of the bank

ATM Usage level of

Respondents Total

Perception

Score Moderately

high High

Very

High

SBI 0

(0)

10

(16.7)

50

(83.3)

60

(100.0)

410

Canara 0

(0)

10

(16.7)

50

(83.3)

60

(100.0)

410

IOB 0

(0)

12

(20.0)

48

(80.0)

60

(100.0)

408

IB 0

(0)

18

(30.0)

42

(70.0)

60

(100.0)

402

ICICI 5

(8.3)

34

(56.7)

21

(35.0)

60

(100.0)

376

HDFC 3

(5.0)

35

(58.3)

22

(36.7)

60

(100.0)

379

Axis 7

(11.7)

23

(38.3)

30

(50.0)

60

(100.0)

383

KVB 10

(16.7)

18

(30.0)

32

(53.3)

60

(100.0)

382

Total 25 160 295 480 3150

Percentage 5.2 33.3 61.5 100.0 100.0


In Table 5.5 shows that, out of 480 respondents 25 respondents (5.2 per cent)

were accounted moderately high usage of ATM followed by 160 respondents (33.3

per cent) were accounted high usage of ATM and 295 respondents ( 61.5 per cent)

were accounted very high level usage of ATM. Regarding Bank wise usage of ATM,

SBI &Canara bank accounted for highest perception score of 410 and followed by

IOB (408), IB (402), Axis bank (383), KVB (382), HDFC (379) and last perception

score accounted for ICICI Bank with 376 score. Total perception score for ATM

usage level of respondents was 3150.

171

TABLE 5.6: INTERNET SERVICES ELECTRONIC CLEARING SYSTEM

USAGE LEVEL OF THE SAMPLE RESPONDENTS

Name of the

bank

ECS Usage level of Respondents

Total

Perception

Score Very

Low Low

Moder-ately

Low

Neither low nor

high

Moderately

high

High

SBI 17

(28.3)

26

(43.3)

17

(28.3)

0

(0)

0

(0)

0

(0)

60

(100.0)

120

Canara 1

(1.7)

10

(16.7)

13

(21.7)

16

(26.7)

20

(33.3)

0

(0)

60

(100.0)

224

IOB 17

(28.3)

34

(56.7)

5

(8.3)

4

(6.7)

0

(0)

0

(0)

60

(100.0)

116

IB 37

(61.7)

20

(33.3)

2

(3.3)

1

(1.7)

0

(0)

0

(0)

60

(100.0)

87

ICICI 0

(0)

5

(8.3)

13

(21.7)

25

(41.7)

17

(28.3)

0

(0)

60

(100.0)

234

HDFC 0

(0)

1

(1.7)

0

(0)

29

(48.3)

22

(36.7)

8

(13.3)

60

(100.0)

276

Axis 0

(0)

16

(26.7)

25

(41.7)

13

(21.7)

6

(10.0)

0

(0)

60

(100.0)

189

KVB 17

(28.3)

37

(61.7)

5

(8.3)

1

(1.7)

0

(0)

0

(0)

60

(100.0)

110

Total 89 149 80 89 65 8 480 1356

Percent 18.5 31.0 16.7 18.5 13.5 1.7 100


Table 5.6 shows that, out of 480 respondents 89 respondents 18.5percent were

accounted very low usage of ECS and followed by 149 respondents (31.0 percent)

were accounted low usage of ECS, 80 respondents(16.7 percent) were accounted

moderately low usage of ECS, 89 respondents (18.5 percent) were accounted for

neither low nor high usage of ECS, 65 respondents (13.5 percent) were accounted for

moderately high usage and 8 respondents (1.7 percent) were accounted for high level

of usage of ECS. Regarding Bank wise usage of ECS, highest score accounted for

HDFC bank with 276 value and followed by ICICI (234), Canara (224), Axis (189),

SBI (120), IOB (116), KVB (110) and last score accounted for Indian bank (87). The

total perception score for ECS usage level of respondents was 1356.

172

TABLE 5.7: INTERNET SERVICES ELECTRONIC FUND TRANSFER

USAGE LEVEL OF THE SAMPLE RESPONDENTS

Name of

the bank

EFT Usage level of Respondents

Perce

ption

Score Very

Low Low

Mode-

rately

Low

Neither

low

nor

high

Mode

rately

high

High

Total

SBI 18

(30.0)

42

(70.0)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

102

Canara 1

(1.7)

19

(31.7)

40

(66.7)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

159

IOB 25

(41.7)

35

(58.3)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

95

IB 28

(46.7)

30

(50.0)

2

(3.3)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

94

ICICI 0

(0.0)

1

(1.7)

3

(5.0)

0

(0.0)

28

(46.7)

28

(46.7)

60

(100.0)

319

HDFC 0

(0.0)

1

(1.7)

3

(5.0)

8

(13.3)

20

(33.3)

28

(46.7)

60

(100.0)

311

Axis 0

(0.0)

18

(30.0)

26

(43.3)

8

(13.3)

8

(13.3)

0

(0.0)

60

(100.0)

186

KVB 26

(43.3)

34

(56.7)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

94

Total 98 180 74 16 56 56 480 1360

Percent 20.4 37.5 15.4 3.3 11.7 11.7 100


Table 5.7 shows that, out of 480 respondents 98 respondents (20.4 percent)

were accounted for very low usage of EFT and followed by 180 respondents (37.5

percent) were accounted for low usage, 74 respondents (15.4 percent) were accounted

for moderate low usage, 16 respondents (3.3 percent) were accounted for neither low

nor high usage, 56 respondents (11.7 percent) were accounted for moderate high

usage and last 56 respondents (11.7 percent) were accounted for high usage of EFT.

Regarding bank wise usage level of Electronic Fund Transfer, highest score accounted

for ICICI bank with 319 score and followed by HDFC (311), Axis bank (186), Canara

bank (159), SBI (102), IOB (95), KVB (94) and last Indian bank with perception

score of 94. The total perception score for EFT usage level of respondent was 1360.

173

TABLE 5.8: INTERNET SERVICES-ENQUIRY ABOUT BANKING

SERVICES USAGE LEVEL OF SAMPLE RESPONDENTS

Enquiry About Banking Services Usage Level

Total

Perce

ption

Score

Name

of the

bank

Very

Low Low

Mode

rately

Low

Neither

low nor

high

Moder

ately

high

High Very

High

SBI 4

(6.7)

16

(26.7)

32

(53.3)

4

(6.7)

4

(6.7)

0

(0.0)

0

(0.0)

60

(100.0)

168

Canara 0

(0.0)

6

(10.0)

6

(10.0)

4

(6.7)

32

(53.3)

12

(20.0)

0

(0.0)

60

(100.0)

278

IOB 1

(1.7)

2

(3.3)

1

(1.7)

0

(0.0)

16

(26.7)

40

(66.7)

0

(0.0)

60

(100.0)

328

IB 4

(6.7)

25

(41.7)

7

(28.3)

1

(1.7)

9

(15.0)

4

(6.7)

0

(0.0)

60

(100.0)

178

ICICI 0

(0.0)

0

(0.0)

0

(0.0)

1

(1.7)

27

(45.0)

20

(33.3)

12

(20.0)

60

(100.0)

343

HDFC 0

(0.0)

0

(0.0)

0

(0.0)

12

(20.0)

31

(51.7)

17

(28.3)

0

0.0)

60

(100.0)

305

Axis 0

(0.0)

0

(0.0)

0

(0.0)

12

(20.0)

30

(50.0)

14

(23.3)

4

(6.7)

60

(100.0)

310

KVB 0

(0.0)

16

(26.7)

24

(40.0)

8

(13.3)

8

(13.3)

4

(6.7)

0

(0.0)

60

(100.0)

200

Total 9 65 80 42 157 111 16 480 2110

Percent 1.9 13.5 16.7 8.8 32.7 23.1 3.3 100


Table 5.8 shows that, out of 480 respondents 9 respondents (1.9 percent) were

accounted for very low usage of enquiry about banking services and followed by 65

respondents (13.5 percent) were accounted for low usage, 80 respondents

(16.7percent) were accounted for moderately low usage, 42 respondents (8.8 percent)

were accounted for neither low nor high usage, 157 respondents (32.7 percent) were

accounted for moderate high usage, 111 respondents (23.1 percent) were accounted

for high usage and last 16 respondents (3.3 percent) were accounted for very high

usage of enquiry about banking services by the sample respondents. Regarding bank

wise usage level of enquiry about banking services, highest score accounted for ICICI

bank with 343 score and followed by IOB (328), Axis bank (310), HDFC (305),

Canara bank (278), KVB (200), Indian bank (178) and last score accounted for SBI

with 168 score. The total perception score of usage of enquiry about banking services

was 2110.

174

TABLE 5.9: INTERNET SERVICES – CREDIT CARD USAGE LEVEL OF

SAMPLE RESPONDENTS

Name

of the

bank

Credit Card Usage Level

Total

Perce

ption

Score Very

Low Low

Mode

rately

Low

Neither

low

nor

high

Mode

rately

high

High Very

High

SBI 8

(13.3)

34

(56.7)

18

(30.0)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

130

Canara 1

(1.7)

6

(10.0)

45

(75.0)

8

(13.3)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

180

IOB 1

(1.7)

14

(23.3)

41

(68.3)

4

(6.7)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

168

IB 20

(33.3)

34

(56.7)

6

(10.0)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

106

ICICI 0

(0.0)

0

(0.0)

3

(5.0)

1

(1.7)

16

(26.7)

20

(33.3)

20

(33.3)

60

(100.0)

353

HDFC 8

(13.3)

33

(55.0)

19

(31.7)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

131

Axis 0

(0)

4

(6.7)

3

(5.0)

9

(15.0)

28

(46.7)

16

(26.7)

0

(0.0)

60

(100.0)

289

KVB 4

(6.7)

18

(30.0)

33

(55.0)

1

(1.7)

0

(0.0)

4

(6.7)

0

(0.0)

60

(100.0)

167

Total 42 143 168 23 44 40 20 480 1482

Percent 8.8 29.8 35.0 4.8 9.2 8.3 4.2 100.0



were used very low usage of credit card and followed by 143 respondents (29.8

percent) were accounted for low usage, 168 respondents (35.0 percent) were

accounted for moderate low usage, 23 respondents (4.8 percent) were accounted for

neither low nor high usage, 44 respondents (9.2 percent) were accounted for moderate

high usage, 40 respondents (8.3 percent) were accounted for high usage and last 20

respondents (4.2 percent) were accounted for very high usage of credit card.

Regarding bank wise usage of credit card, highest score accounted for ICICI bank

with 353 score and followed by Axis bank (289), Canara bank (180), IOB (168), KVB

(167), HDFC (131), SBI (130) and last score accounted for Indian bank with 106

score. The total perception score of sample respondents regarding credit card usage

was 1482.

175

TABLE 5.10: INTERNET SERVICES – DEMAND DRAFT USAGE

LEVEL OF SAMPLE RESPONDENTS

Name of the

bank

Demand Draft Usage Level Total

Perception

Score High Very High

SBI 8

(13.3)

52

(86.7)

60

(100.0)

412

Canara 8

(13.3)

52

(86.7)

60

(100.0)

412

IOB 10

(16.7)

50

(83.3)

60

(100.0)

410

IB 8

(13.3)

52

(86.7)

60

(100.0)

412

ICICI 0

(0.0)

60

(100.0)

60

(100.0)

420

HDFC 10

(16.7)

50

(83.3)

60

(100.0)

410

Axis 8

(13.3)

52

(86.7)

60

(100.0)

412

KVB 8

(13.3)

52

(86.7)

60

(100.0)

412

Total 60 420 480 3300

Percentage 12.5 87.5 100.0



were used very high level of Demand Draft Services and 60 respondents (12.5

percent) were used high level usage of demand draft services. Regarding bankwise

usage of demand draft highest score was accounted for ICICI bank with 420 score and

followed by SBI, Canara, IB, Axis, KVB (412 score each bank) and last score

accounted for HDFC & IOB with 410 score. The total perception score of usage level

of demand draft internet services accounted was 3300.

176

TABLE 5.11: INTERNET SERVICES – BILL OF PAYMENT USAGE LEVEL

OF THE SAMPLE RESPONDENTS

Name of the bank

Bill of Payment Usage level

Total Perception

Score Low Moderately

Low

SBI 26

(43.3)

34

(56.7)

60 154

Canara 17

(28.3)

43

(71.7)

60 163

IOB 17

(28.3)

43

(71.7)

60 163

IB 17

(28.3)

43

(71.7)

60 163

ICICI 17

(28.3)

43

(71.7)

60 163

HDFC 22

(36.7)

38

(63.3)

60 158

Axis 17

(28.3)

43

(71.7)

60 163

KVB 17

(28.3)

43

(71.7)

60 163

Total 150 330 480 1290

Percentage 31.2 68.8 100.0



were accounted for low usage of Bill of Payment and 330 respondents (68.8 percent)

were accounted for moderate low usage of Bill of Payment internet services.

Regarding bank wise usage level, the score value of 163 for Canara, IOB, IB, ICICI,

Axis and KVB. The score value of 158 for HDFC bank and score value of 154 for

SBI. The total perception score of usage of Bill of payment for all banks was 1290.

177

TABLE 5.12: INTERNET SERVICES DEMAT SHARE USAGE LEVEL OF

THE SAMPLE RESPONDENTS

Name of

the bank

Usage level of Demat Share

Total Perception

Score Very

Low Low

Moder-

ately

Low

Neither

low

nor

high

Moderately

high

SBI 13

(21.7)

47

(78.3)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

107

Canara 9

(15.0)

31

(51.7)

20

(33.3)

0

(0.0)

0

(0.0)

60

(100.0)

131

IOB 13

(21.7)

19

(31.7)

20

(33.3)

4

(6.7)

4

(6.7)

60

(100,0)

147

IB 9

(15.0)

23

(38.3)

12

(20.0)

8

(13.3)

8

(13.3)

60

(100.0)

163

ICICI 5

(8.3)

15

(25.0)

16

(26.7)

12

(20.0)

12

(20.0)

60

(100.0)

191

HDFC 12

(20.0)

17

(28.3)

23

(38.3)

4

(6.7)

4

(6.7)

60

(100.0)

151

Axis 8

(13.3)

22

(36.7)

14

(23.3)

8

(13.3)

8

(13.3)

60

(100.0)

166

KVB 5

(8.3)

14

(23.3)

17

(28.3)

12

(20.0)

12

(20.0)

60

(100.0)

192

Total 74 188 122 48 48 480 1248

Percentage 15.4 39.2 25.4 10.0 10.0 100.0



were accounted for very low usage of demat share and 188 respondents (39.2 per

cent) for low usage, 122 respondents (25.4 per cent) for moderate low usage, 48

respondents (10.0 percent) for neither low nor high usage and 48 respondents were

accounted (10.0 percent) for moderate high usage of demat share service. Regarding

bank wise usage perception score, highest score was accounted for KVB (192) and

followed by ICICI (191), Axis bank (166), IB (163), HDFC (151), IOB (147), Canara

bank (131) and last score accounted for SBI (107). The total perception score was

accounted for usage of Demat share was 1248.

Regarding internet service usage perception level of the respondents highest

score was accounted for ATM and demand draft and followed by enquiry about

banking service, credit card, Electronic fund transfer, Electronic clearing system, Bill

of payment and least score was accounted for Demat share.

178

Opinion About Internet Services/Application –Satisfaction Level

TABLE 5.13: INTERNET SERVICES – ATM SATISFACTION LEVEL OF


Name of

the bank

ATM- Satisfaction Level

Total Perception

Score Moderately

high High

Very

High

SBI 9

(15.0)

22

(36.7)

29

(48.3)

60

(100.0)

380

Canara 7

(11.7)

22

(36.7)

31

(51.7)

60

(100.0)

384

IOB 8

(13.3)

23

(38.3)

29

(48.3)

60

(100,0)

381

IB 9

(15.0)

23

(38.3)

28

(46.7)

60

(100.0)

379

ICICI 6

(10.0)

31

(51.7)

23

(38.3)

60

(100.0)

377

HDFC 9

(15.0)

25

(41.7)

26

(43.3)

60

(100.0)

377

Axis 12

(20.0)

23

(38.3)

25

(41.7)

60

(100.0)

373

KVB 9

(15.0)

26

(43.3)

25

(41.7)

60

(100.0)

376

Total 69 195 216 480 3027

Percentage 14.4 40.6 45.0 100.0


From the above table 5.13, it is found that 216 respondents (45 percent) had

very high satisfaction, 195 respondents (40.6 percent) had high satisfaction, and 69

respondents (14.4 percent) had moderate high level satisfaction with ATM services.

Regarding bank wise satisfaction score, highest score was accounted for Canara bank

with 384 score and followed by IOB (381), SBI (380), IB (379), ICICI (377), HDFC

(377), KVB (376) and last score was accounted for Axis bank with 373 score. The

total perception score for ATM satisfaction of the sample respondents was 3027.

179

TABLE 5.14: INTERNET SERVICES ELECTRONIC CLEARING SYSTEM

SATISFACTION LEVEL OF THE SAMPLE RESPONDENTS

Name of

the bank

ECS Satisfaction level

Total Perception

Score Very

Low Low

Moder-

ately

Low

Neither

low

nor

high

Moderately

high

SBI 17

(28.3)

30

(50.0)

13

(21.7)

0

(0.0)

0

(0.0)

60

(100.0)

116

Canara 5

(8.3)

10

(16.7)

13

(21.7)

12

(20.0)

20

(33.3)

60

(100.0)

212

IOB 26

(43.3)

34

(56.7)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100,0)

94

IB 41

(68.3)

18

(30.0)

1

(1.7)

0

(0.0)

0

(0.0)

60

(100.0)

80

ICICI 0

(0.0)

5

(8.3)

13

(21.7)

17

(28.3)

25

(41.7)

60

(100.0)

242

HDFC 0

(0.0)

0

(0.0)

1

(1.7)

37

(61.7)

22

(36.7)

60

(100.0)

261

Axis 0

(0.0)

16

(26.7)

21

(35.0)

17

(28.3)

6

(10.0)

60

(100.0)

193

KVB 18

(30.0)

38

(63.3)

4

(6.7)

0

(0.0)

0

(0.0)

60

(100.0)

106

Total 107 151 66 83 73 480 1304

Percentage 22.3 31.5 13.8 17.3 15.2 100.0


From the above table 5.14 it is found that 107 respondents (22.3 percent) had

very low level satisfaction, 151 respondents (31.5 percent) had low level satisfaction,

66 respondents (13.8 percent) had moderate low level satisfaction, 83 respondents

(17.3 percent) had neither low nor high level satisfaction, 73 respondents (15.2

percent) had moderate high level satisfaction regarding Electronic Clearing System.

Regarding bank wise perception score satisfaction of ECS, highest score was

accounted for HDFC bank with 261 score and followed by ICICI (242), Canara (212),

Axis bank (193), SBI (116), KVB (106), IOB (94) and last score accounted for Indian

bank with 80 score of satisfaction of ECS services. The total perception score for

ECS satisfaction level of the sample respondents was 1304.

180

TABLE 5.15: INTERNET SERVICES ELECTRONIC FUND TRANSFER

SATISFACTION LEVEL OF THE SAMPLE RESPONDENTS

Name

of the bank

EFT Satisfaction Level

Total

Perce

ption Score

Very

Low Low

Mode rately Low

Neither low nor

high

Mode rately high

High

SBI 13

(21.7)

47

(78.3)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

107

Canara 9

(15.0)

27

(45.0)

24

(40.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

135

IOB 33

(55.0)

27

(45.0)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100,0)

87

IB 29

(48.3)

19

(31.7)

0

(0.0)

0

(0.0)

4

(6.7)

8

(13.3)

60

(100.0)

135

ICICI 0

(0.0)

2

(3.3)

2

(3.3)

0

(0.0)

28

(46.7)

28

(46.7)

60

(100.0)

318

HDFC 0

(0.0)

5

(8.3)

3

(5.0)

8

(13.3)

28

(46.7)

16

(26.7)

60

(100.0)

287

Axis 13

(21.7)

22

(36.7)

13

(21.7)

8

(13.3)

4

(6.7)

0

(0.0)

60

(100.0)

148

KVB 15

(25.0)

37

(61.7)

8

(13.3)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

113

Total 112 186 50 16 64 52 480 1330

Percent 23.3 38.8 10.4 3.3 13.3 10.8 100.0


From the above table 5.15, it is found that 112 respondents (23.3 percent) had

very low level satisfaction, 186 respondents (38.8 percent) had low level satisfaction

50 respondents (10.4 percent) had moderate low level satisfaction, 16 respondents

(3.3 percent) had neither low nor high level of satisfaction, 64 respondents (13.3

percent) had moderate high satisfaction and 52 respondents (10.8 percent) had high

level satisfaction regarding Electronic Fund transfer (EFT) internet services.

Regarding bank wise perception score level of satisfaction, highest score was

accounted for ICICI with 318 score and followed by HDFC (287), Axis ban (148),

Indian bank (135), Canara bank (135), KVB (113), SBI (107) and last score accounted

for Indian Overseas bank with 87 score. The overall perception score for EFT

satisfaction level was 1330.

181

TABLE 5.16: INTERNET SERVICES ENQUIRY ABOUT BANKING

SERVICES SATISFACTION OF THE SAMPLE RESPONDENTS

Name

of the

bank

Enquiry about Banking Service Satisfaction

Level

Total

Perce

ption

Score Very

Low Low

Mode

ratel

y

Low

Neither

low

nor

high

Mode

Rately

high

High

SBI 4

(6.7)

12

(20.0)

44

(73.3)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

160

Canara 0

(0.0)

8

(13.3)

4

(6.7)

4

(6.7)

24

(40.0)

20

(33.3)

60

(100.0)

284

IOB 1

(1.7)

2

(3.3)

1

(1.7)

0

(0.0)

12

(20.0)

44

(73.3)

60

(100,0)

332

IB 24

(40.0)

22

(36.7)

1

(1.7)

0

(0.0)

9

(15.0)

4

(6.7)

60

(100.0)

140

ICICI 0

(0.0)

1

(1.7)

0

(0.0)

1

(1.7)

33

(55.0)

25

(41.7)

60

(100.0)

321

HDFC 0

(0.0)

0

(0.0)

0

(0.0)

8

(13.3)

27

(45.0)

25

(41.7)

60

(100.0)

317

Axis 8

(13.3)

28

(46.7)

12

(20.0)

8

(13.3)

1

(1.7)

3

(5.0)

60

(100.0)

155

KVB 20

(33.3)

36

(60.0)

0

(0.0)

0

(0.0)

0

(0.0)

4

(6.7)

60

(100.0)

116

Total 57 109 62 21 106 125 480 1825

Percent 11.9 22.7 12.9 4.4 22.1 26.0 100.0



very low satisfaction, 109 respondents (22.7 percent) had low level satisfaction, 62

respondents (12.9 percent) had moderate low level satisfaction, 21 respondents (4.4

percent) had neither low nor high level satisfaction, 106 respondents (22.1 percent)

had moderate high level satisfaction and 125 respondents (26.0 percent) had with high

level satisfaction regarding enquiry about banking internet services. Regarding bank

wise perception score satisfaction of enquiry about banking services, highest score

was accounted for IOB with 332 score and followed by ICICI (321), HDFC (317),

Canara bank (284), SBI (160), Axis bank (155), Indian bank (140) and last score

accounted for KVB with 116 score. The total perception score of enquiry about

internet banking services was 1825.

182

TABLE 5.17: INTERNET SERVICES CREDIT CARD SATISFACTION OF


Name

of the

bank

Credit Card Satisfaction Level

Total

Perce

ption

Score Very

Low Low

Moder-

ately

Low

Neither

low

nor

high

Mode

rately

high

High Very

High

SBI 4

(6.7)

25

(41.7)

31

(51.7)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

147

Canara 4

(6.7)

17

(28.3)

31

(51.7)

8

(13.3)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100.0)

163

IOB 1

(1.7)

15

(25.0)

36

(60.0)

8

(13.3)

0

(0.0)

0

(0.0)

0

(0.0)

60

(100,0)

171

IB 5

(8.3)

26

(43.3)

13

(21.7)

0

(0.0)

8

(13.3)

8

(13.3)

0

(0.0)

60

(100.0)

184

ICICI 0

(0.0)

2

(3.3)

2

(3.3)

0

(0.0)

28

(46.7)

20

(33.3)

8

(13.3)

60

(100.0)

326

HDFC 4

(6.7)

24

(40.0)

7

(11.7)

5

(8.3)

12

(20.0)

4

(6.7)

4

(6.7)

60

(100.0)

205

Axis 0

(0.0)

5

(8.3)

6

(10.0)

9

(15.0)

24

(40.0)

12

(20.0)

4

(6.7)

60

(100.0)

284

KVB 0

(0.0)

13

(21,7)

25

(41.7)

14

(23.3)

8

(13.3)

0

(0.0)

0

(0.0)

60

(100.0)

197

Total 18 127 151 44 80 44 16 480 1677

Percent 3.8 26.5 31.5 9.2 16.7 9.2 3.3 100.0


From the above table 5.17, it is found that 18 respondents (3.8 percent) were

satisfied with very low satisfaction, 127 respondents (26.5 percent) were satisfied

with low satisfaction, 151 respondents (31.5 percent) were satisfied with moderate

low satisfaction, 44 respondents (9.2 percent) were satisfied with neither low nor high

satisfaction, 80 respondents (16.7 percent) were satisfied with moderate high level

satisfaction, 44 respondents (9.2 percent) were satisfied with high level satisfaction,

and 16 respondents (3.3 percent) were satisfied with very high satisfaction regarding

credit card internet services. Regarding bank wise perception score of credit card

satisfaction, the highest score was accounted for ICICI with 326 score and followed

by Axis bank (284), HDFC (205), KVB (197), IB (184), IOB (171), Canara bank

(163) and last score accounted for SBI with 147 score. The overall perception score

for Credit card satisfaction of the sample respondents was 1677.

183

TABLE 5.18: INTERNET SERVICES DEMAND DRAFT / MAIL TRANSFER

SATISFACTION OF THE SAMPLE RESPONDENTS

Name

of the

bank

DD / Mail Transfer Satisfaction Level

Total

Perce

ption

Score Very

Low Low

Mode

rately

Low

Neither

low

nor

high

Mode

rately

high

High Very

High

SBI 0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

4

(6.7)

56

(93.3)

60

(100.0)

416

Canara 0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

12

(20.0)

48

(80.0)

60

(100.0)

408

IOB 0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

8

(13.3)

52

(86.7)

60

(100,0)

412

IB 16

(26.7)

28

(46.7)

0

(0.0)

0

(0.0)

0

(0.0)

6

(10.0)

10

(16.7)

60

(100.0)

178

ICICI 0

(0.0)

0

(0.0)

0

(0.0)

0

(0.0)

20

(33.3)

17

(28.3)

23

(38.3)

60

(100.0)

363

HDFC 0

(0.0)

0

(0.0)

0

(0.0)

4

(6.7)

4

(6.7)

1

(1.7)

51

(85.0)

60

(100.0)

399

Axis 0

(0.0)

4

(6.7)

4

(6.7)

4

(6.7)

24

(40.0)

20

(33.3)

4

(6.7)

60

(100.0)

304

KVB 4

(6.7)

20

(33.3)

32

(53.3)

0

(0.0)

0

(0.0)

0

(0.0)

4

(6.7)

60

(100.0)

168

Total 20 52 36 8 48 68 248 480 2648

percent

4.2 10.8 7.5 1.7 10.0 14.2 51.7 100.0


From the above table 5.18, it is found that, 20 respondents (4.2 percent) were

satisfied with very low satisfaction, 52 respondents (10.8 percent) were satisfied with

low satisfaction, 36 respondents (7.5 percent) were satisfied with moderate low level

satisfaction, 8 respondents (1.7 percent) were satisfied with neither low nor high level

satisfaction, 48 respondent (10.0 percent) were satisfied with moderate high level

satisfaction, 68 respondents (14.2 percent) were satisfied with high satisfaction and

248 respondents (51.7 percent) were satisfied with very high level satisfaction

regarding DD / mail transfer internet services. Regarding bank wise perception score

satisfaction of DD / mail transfer services, the highest score accounted for SBI with

416 and followed by IOB (412), Canara bank (408), HDFC (399), ICICI (363), Axis

bank (304), IB (178) and last score accounted for Karur Vysya bank with 168 score.

The total perception score for DD / mail transfer internet services was 2648.

184

TABLE 5.19: INTERNET SERVICES BILL OF PAYMENT SATISFACTION


Name of

the bank

Bill of Payment Satisfaction Level

Total Perception

Score Neither low

nor high

Moderately

high High

Very

High

SBI 27

(45.0)

33

(55.0)

0

(0.0)

0

(0.0)

60

(100.0)

273

Canara 22

(36.7)

38

(63.3)

0

(0.0)

0

(0.0)

60

(100.0)

278

IOB 21

(35.0)

39

(65.0)

0

(0.0)

0

(0.0)

60

(100,0)

279

IB 5

(8.3)

7

(11.7)

8

(13.3)

40

(66.7)

60

(100.0)

383

ICICI 1

(1.7)

3

(5.0)

0

(0.0)

56

(93.3)

60

(100.0)

411

HDFC 14

(23.3)

22

(36.7)

0

(0.0)

24

(40.0)

60

(100.0)

334

Axis 1

(1.7)

3

(5.0)

12

(20.0)

44

(73.3)

60

(100.0)

399

KVB 2

(3.3)

2

(3.3)

4

(6.7)

52

(86.7)

60

(100.0)

406

Total 93 147 24 216 480 2763

Percentage 19.4 30.6 5.0 45.0 100.0


From the above table 5.19, it is found that 93 respondents (19.4 percent) were

satisfied with neither low nor high satisfaction level of bill of payment internet

services, 147 respondents (30.6 percent) were satisfied with moderate high level

satisfaction, 24 respondents (5.0 percent) were satisfied with high level satisfaction,

and 216 respondents (45.0 percent) were satisfied with very high level satisfaction

regarding bill of payment internet services. Regarding bank wise satisfaction score of

bill of payment of the respondents, highest score was accounted to ICICI bank with

411 score and followed by KVB (406), Axis bank (399), IB (383), HDFC (334), IOB

(279), Canara bank (278) and last score accounted for SBI with 273. The total score

for bill of payment satisfaction was accounted for 2763.

185

TABLE 5.20: INTERNET SERVICES, DEMAT SHARE SATISFACTION


Name

of the

bank

Demat Share Satisfaction Level

Total

Perce

ption

Score Very

Low Low

Mode

rately

Low

Neither

low

nor

high

Mode

rately

high

SBI 7

(11.7)

28

(46.7)

14

(23.3)

5

(8.3)

6

(10.0)

60

(100.0)

155

Canara 12

(20.0)

25

(41.7)

17

(28.3)

4

(6.7)

2

(3.3)

60

(100.0)

139

IOB 9

(15.0)

24

(40.0)

16

(26.7)

5

(8.3)

6

(10.0)

60

(100,0)

155

IB 7

(11.7)

21

(35.0)

15

(25.0)

8

(13.3)

9

(15.0)

60

(100.0)

171

ICICI 9

(15.0)

26

(43.3)

17

(28.3)

5

(8.3)

3

(5.0)

60

(100.0)

147

HDFC 8

(13.3)

22

(36.7)

19

(31.7)

5

(8.3)

6

(10.0)

60

(100.0)

159

Axis 10

(16.7)

28

(46.7)

15

(25.0)

4

(6.7)

3

(5.0)

60

(100.0)

142

KVB 9

(15.0)

29

(48.3)

20

(33.3)

1

(1.7)

1

(1.7)

60

(100.0)

136

Total 71 203 133 37 36 480 1204

Percent 14.8 42.3 27.7 7.7 7.5 100.0



very low satisfaction, 203 respondents (42.3 percent) had low satisfaction, 133

respondents (27.7 percent) had moderate low level satisfaction, 37 respondents (7.7

percent) neither low nor high level of satisfaction and 36 respondents (7.5 percent)

had moderate high level of satisfaction regarding Demat Share internet services.

Regarding bank wise Demat share satisfaction score, highest score was accounted for

Indian bank with 171 score and followed by HDFC (159), SBI (155), IOB (155),

ICICI (147), Axis bank (142), Canara bank (139) and last score accounted for

KarurVysya bank with 136 score. The total score for satisfaction of the respondents

regarding demat share internet services was 1204.

Regarding Internet Services Satisfaction Perception level of respondents

highest score was accounted for ATM and followed by bill of payment, demand draft,

186

enquiry about banking service, credit card, electronic fund transfer, Electronic

clearing system and least score was accounted for demat share .

Opinion About Internet Services/ Application –Recommendation

Regarding opinion about Internet services- Recommendation from “ATM” to

“Demat share” services, all sample respondents recommended the Internet services

from” ATM” to “Demat share” except credit card service. Only in credit card service

the respondents recommendation were low.

TABLE 5.21:INTERNET SERVICES CREDIT CARD RECOMMENDATION


Name of the

Bank

Credit Card Recommendation

Yes Recommended No Not Recommended

No. of

Respondents Percent

No. of

Respondents Percent

SBI 12 20.0 48 80.0

Canara 12 20.0 48 80.0

IOB 14 23.3 46 76.7

IB 17 28.3 43 71.7

ICICI 53 88.3 7 11.7

HDFC 17 28.3 43 71.7

Axis 21 35.0 39 65.0

KVB 21 35.0 39 65.0

Total 167 34.8 313 65.2


From the above table 5.21, it is found that, out of 480 respondents 167

respondents (34.8 percent) were recommended the credit card services and remaining

313 respondents (65.2 percent) were not recommended the credit card services.

Regarding bank wise recommendation of credit card services, more no of respondents

53 persons (88.3 percent) were recommended belongs to ICICI bank and followed by

Axis bank, with 21 respondents (35 percent), KVB with 21 respondents (35 percent),

IB with 17 respondents (28.3 percent), HDFC with 17 respondents (28.3 percent),

IOB with 14 respondents (23.3 percent), and least no of respondents 12 persons each

(20 percent) recommendation belongs to Canara bank and SBI.

187

REASON FOR NOT USING THE INTERNET SERVICES

TABLE 5.22: INTERNET SERVICES ELECTRONIC CLEARING SYSTEM –

REASON FOR NOT USING THE SERVICE BY SAMPLE RESPONDENTS

Name of the

Bank

Reason for Not Use ECS Comfortable

in Use Total Lack of

Information Lack of

Necessity Lack of Facility

Lack of Opportunity

No % No % No % No % No % No % SBI 23 38.3 32 53.3 4 6.7 1 1.7 0 0.0 60 100.0

Canara 38 63.3 2 3.3 0 0.0 0 0.0 20 33.3 60 100.0

IOB 44 73.3 13 21.7 2 3.3 1 1.7 0 0.0 60 100.0

IB 41 68.3 16 26.7 2 3.3 1 1.7 0 0.0 60 100.0

ICICI 42 70.0 1 1.7 0 0.0 0 0.0 17 28.3 60 100.0

HDFC 30 50.0 0 0.0 0 0.0 0 0.0 30 50.0 60 100.0

Axis 54 90.0 0 0.0 0 0.0 0 0.0 6 10.0 60 100.0

KVB 30 50.0 10 16.7 14 23.3 4 6.7 2 3.3 60 100.0

Total 302 62.9 74 15.4 22 4.6 7 1.5 75 15.6 480 100.0


From the above table 5.22, it is found that out of 480 respondents 302

respondents (62.9 percent) were not used ECS due to lack of information and

followed by 74 respondents (15.4 percent) were not used ECS due to lack of

necessity, 22 respondents (4.6 percent) were not used ECS due to lack of facility and

7 respondents (1.5 percent) were not used ECS due to lack of opportunity and

remaining 75 respondents (15.6 percent) were comfortable in use of ECS internet

services. Regarding bank wise reason for not use ECS, in SBI bank out of 60

respondents 23 respondents were not used ECS due to lack of information, 32

respondents were not used ECS due to lack of necessity, 4 respondents were not used

ECS due to lack of facility and one respondent was not used ECS due to lack of

opportunity.

Regarding Canara bank customers, 38 respondents were not used ECS due to

lack of information and followed by 2 respondents were not used ECS due to lack of

necessity and remaining 20 respondents were comfortable in use of ECS.

Regarding IOB customers, 44 respondents (73.3 percent) were not used ECS

due to lack of information and followed by 13 respondents (21.7 percent) were not

used ECS due to lack of necessity and 2 respondents (3.3 percent) were not used ECS

188

due to lack of facility and one respondent was not used ECS due to lack of

opportunity.

Regarding Indian bank customers, 41 respondents (68.3 percent) were not

used ECS due to lack of information and followed by 16 respondents (26.7 percent)

were not used ECS due to lack of necessity, 2 respondents (3.3 percent) were not used

ECS due to lack of facility and one respondent (1.7 percent) was not used ECS due to

lack of opportunity.

Regarding ICICI bank customers, 42 respondents (70.0 percent) were not used

ECS due to lack of information and followed by 1 respondent (1.7 percent) was not

used ECS due to lack of necessity and 17 respondents (28.3 percent) were

comfortable in use of Electronic Clearing System.

Regarding HDFC, 30 respondents (50.0 percent) were not used ECS due to

lack of information and 30 respondents (50.0 percent) were comfortable in use the

ECS.

Regarding Axis bank customers, 54 respondents (90.0 percent) were not used

ECS due to lack of information and 6 respondents (10.0 percent) were comfortable in

use of ECS.

Regarding KVB customers, 30 respondents (50.0 percent) were not used ECS

due to lack of information and followed by 10 respondents (16.7 percent) were not

used ECS due to lack of necessity, 14 respondents (23.3 percent) were not used ECS

due to lack of facility and 4 respondents (6.7 percent) were not used ECS due to lack

of opportunity and 2 respondents (3.3 percent) were comfortable in use of the ECS

services.

189

TABLE 5.23: INTERNET SERVICES ELECTRONIC FUND TRANSFER –

REASON FOR NOT USING THE SERVICE BY SAMPLE RESPONDENTS

Name

of the

Bank

Reason for Not Use

EFT Comfortable in Use Total

Lack of Opportunity

No.of

respondents

Percent No.of

respondents

Percent No.of

respondents

Percent

SBI 16 26.7 44 73.3 60 100

Canara 9 15.0 51 85.0 60 100

IOB 23 38.3 37 61.7 60 100

IB 10 16.7 50 83.3 60 100

ICICI 21 35.0 39 65.0 60 100

HDFC 17 28.3 43 71.7 60 100

Axis 17 28.3 43 71.7 60 100

KVB 15 25.0 45 75.0 60 100

Total 128 26.7 352 73.3 480 100


From the above table 5.23, it is found that out of 480 respondents, 128 respondents

(26.7 percent) were not used EFT due to lack of opportunity and remaining 352

respondents (73.3 percent) were comfortable in use of EFT services. Regarding bank

wise category reason for not use the EFT, in SBI bank, 16 respondents (26.7 percent)

were not used EFT due to lack of opportunity and 44 respondents (73.3 percent) were

comfortable in use of EFT. Regarding Canara bank 9 respondents (15.0 percent) were

not use EFT due to lack of opportunity and 51 respondents (85.0 percent) were

comfortable in use of EFT. Regarding IOB, 23 respondents (38.3 percent) were not

used EFT due to lack of opportunity and 37 respondents (61.7 percent) were

comfortable in use of EFT. Regarding IB, 10 respondents (16.7 percent) were not

used EFT due to lack of opportunity and 50 respondents (83.3 percent) were

comfortable in use of EFT services.

Regarding ICICI bank customers, 21 respondents (35.0 percent) were not used

EFT due to lack of opportunity and 39 respondents (65.0 percent) were comfortable in

use of EFT. Regarding HDFC bank customers, 17 respondents (28.3 percent) were

not used EFT due to lack of opportunity and 43 respondents (71.7 percent) were

comfortable in use of EFT. Regarding Axis bank customers, 17 respondents (28.3

percent) were not used EFT services due to lack of opportunity and 43 respondents

(71.7 percent) were comfortable in use of EFT. Regarding KVB customers, 15

190

respondents (25.0 percent) were not used EFT services due to lack of opportunity and

45 respondents (75.0 percent) were comfortable in use the EFT services.

TABLE 5.24: INTERNET SERVICES – ENQUIRY ABOUT BANKING

SERVICES – REASON FOR NOT USING THE SERVICES BY SAMPLE

RESPONDENTS

Name

of the

Bank

Reason for Not Use Enquiry about Bank

Services Comfor

table

in Use

Total Lack of

Infor

mation

Lack of

Necessity

Lack of

Facility

Lack of

Oppor

Tunity

No % No % No % No % No % No %

SBI 53 88.3 3 5.0 4 6.7 0 0.0 0 0.0 60 100

Canara 41 68.3 12 20.0 6 10.0 1 1.7 0 0.0 60 100

IOB 39 65.0 12 20.0 5 8.3 0 0.0 4 6.7 60 100

IB 47 78.3 6 10.0 1 1.7 0 0.0 6 10.0 60 100

ICICI 45 75.0 4 6.7 1 1.7 0 0.0 10 16.7 60 100

HDFC 52 86.7 4 6.7 0 0.0 0 0.0 4 6.7 60 100

Axis 48 80.0 4 6.7 0 0.0 0 0.0 8 13.3 60 100

KVB 44 73.3 3 5.0 2 3.3 0 0.0 11 18.3 60 100

Total 369 76.9 48 10.0 19 4.0 1 0.2 43 9.0 480 100


From the table 5.24, it is found that, out of 480 respondents 369 respondents

(76.9 percent) were not used enquiry about banking services due to the lack of

information and followed by 48 respondents (10.0 percent) were not used enquiry

about the banking services due to lack of necessity, 19 respondents (4.0 percent) were

not used enquiry about the banking services due to lack of facility, one respondent

(0.2 percent) was not used enquiry about banking service due to lack of opportunity

and remaining 43 respondents (9.0 percent) were comfortable in use of enquiry about

banking services.

Regarding bank wise reason for not use enquiry about banking services, in

SBI bank customers, 53 respondents (88.3 percent) were not used enquiry about

banking services due to lack of information and followed by 3 respondents I5.0

191

percent) were not used due to lack of necessity and 4 respondents (6.7 percent) were

not used enquiry about banking services due to lack of facility.

Regarding Canara bank customers, 41 respondents (68.3 percent) were not

used enquiry about banking services due to lack of information and followed by 12

respondents (20.0 percent) were not used enquiry about banking services due to lack

of necessity, 6 respondents (10.0 percent) were not used enquiry about banking

services due to lack of facility and one respondent was not used enquiry about

banking service due to lack of opportunity.

Regarding IOB customers, 39 respondents (65.0 percent) were not used

enquiry about banking services due to lack of information and followed by 12

respondents (20.0 percent) were not used due to lack of necessity, 5 respondents (8.3

percent) were not used due to lack of facility and 4 respondents (6.7 percent) were

comfortable in use of enquiry about banking services.

Regarding IB customers 47 respondents (78.3 percent) were not used enquiry

about banking services due to lack of information and followed by 6 respondents

(10.0 percent) were not used due to lack of necessity, one respondent (1.7 percent)

was not used due to lack of facility and 6 respondents (10.0 percent) were comfortable

in use of enquiry about banking services.

Regarding ICICI customers, 45 respondents (75.0 percent) were not used


respondents (6.7 percent) were not used due to lack of necessity and one respondent

(1.7 percent) was not used due to lack of facility and 10 respondents (16.7 percent)

were comfortable in use of enquiry about banking services.

Regarding HDFC customers, 52 respondents (86.7 percent) were not used


respondents (6.7 percent) were not used enquiry about banking services due to lack of

necessity and 4 respondents (6.7 percent) were comfortable in use of enquiry about

banking services.



respondents (6.7 percent) were not used due to lack of necessity and 8 respondents

(13.3 percent) were comfortable in use of enquiry about banking services.

192

Regarding KVB customers, 44 respondents (73.3 percent) were not used


respondents (5.0 percent) were not used due to lack of necessity, 2 respondents were

not used due to lack of facility and 11 respondents (18.3 percent) were comfortable in

use of enquiry about banking services.

TABLE 5.25: INTERNET SERVICES CREDIT CARD – REASON FOR NOT

USING THE SERVICES BY SAMPLE RESPONDENTS

Name of

the Bank

Reason for Not Using Credit Card

Total Lack of

Information

Lack of

Necessity

Lack of

Facility

No Percent No Percent No Percent No Percent

SBI 17 28.3 39 65.0 4 6.7 60 100

Canara 18 30.0 42 70.0 0 0.0 60 100

IOB 14 23.3 31 51.7 15 25.0 60 100

IB 24 40.0 36 60.0 0 0.0 60 100

ICICI 10 16.7 45 75.0 5 8.3 60 100

HDFC 11 18.3 42 70.0 7 11.7 60 100

Axis 12 20.0 44 73.3 4 6.7 60 100

KVB 12 20.0 40 66.7 8 13.3 60 100

Total 118 24.6 319 66.5 43 8.9 480 100



respondents (24.6 percent) were not used credit card due to lack of information and

followed by 319 respondents (66.5 percent) were not used credit card due to lack of

necessity and 43 respondents (8.9 percent) were not used credit card due to lack of

facility.

Regarding bank wise classification for not use the credit card services, In SBI

out of 60 respondents, 17 respondents (28.3 percent) were not used credit card due to

lack of information followed by 39 respondents (65.0 percent) were not used credit

card due to lack of necessity and 4 respondents were not used credit card due to lack

of facility.

193

Regarding Canara bank, 42 respondents (70.0 percent) were not used credit card due

to lack of necessity and followed by 18 respondents (30.0 percent) were not used

credit card due to lack of information. Regarding IOB, 31 respondents (51.7 percent)

were not used credit card due to lack of necessity and followed by 15 respondents

(25.0 percent) were not used credit card due to lack of facility and 14 respondents

(23.3 percent) were not used credit card due to lack of information.

Regarding IB, 36 respondents (60.0 percent) were not used credit card due to

lack of necessity and 24 respondents (40.0 percent) were not used credit card due to

lack of information. Regarding ICICI, 45 respondents (75.0 percent) were not used

credit card due to lack of necessity and 10 respondents (16.7 percent) were not used

credit card due to lack of information and 5 respondents (8.3 percent) were not used

credit card due to lack of facility provided by bank.

Regarding HDFC, 42 respondents (70.0 percent) were not used credit card due




Regarding Axis bank, 44 respondents (73.3 percent) were not used credit card

due to lack of necessity and followed by 12 respondents (20.0 percent) were not used



Regarding KVB, 40 respondents (66.7 percent) were not used credit card due




194

TABLE 5.26: INTERNET SERVICES DEMAND DRAFT / MAIL TRANSFER

REASON FOR NOT USING THE SERVICES BY SAMPLE RESPONDENTS

Name

of the

Bank

Reason for Not using DD/Mail Transfer Comfor

table in

Use

Total Lack of

Information

Lack of

Necessity

Lack of

Facility

Lack of

Opportunity


SBI 10 16.7 25 41.7 17 28.3 8 13.3 0 0.0 60 100

Canara 6 10.0 37 61.7 17 28.3 0 0.0 0 0.0 60 100

IOB 13 21.7 18 30.0 16 26.7 13 21.7 0 0.0 60 100

IB 11 18.3 24 40.0 16 26.7 9 15.0 0 0.0 60 100

ICICI 1 1.7 0 0.0 0 0.0 3 5.0 56 93.3 60 100

HDFC 11 18.3 1 1.7 0 0.0 0 0.0 48 80.0 60 100

Axis 15 25.0 4 6.7 24 40.0 9 15.0 8 13.3 60 100

KVB 14 23.3 33 55.0 12 20.0 1 1.7 0 0.0 60 100

Total 81 16.9 142 29.6 102 21.2 43 9.0 112 23.3 480 100



respondents (29.6 percent) were not used DD / Mail transfer due to lack of necessity

and followed by 102 respondents (21.2 percent) were not used DD / Mail transfer due

to lack of facility provided by bank, 81 respondents (16.9 percent) were not used DD /

Mail transfer due to lack of information and 43 respondents (9.0 percent) were not

used DD / Mail transfer due to lack of opportunity and 112 respondents (23.3 percent)

were comfortable in use of DD/mail transfer internet services.

Regarding SBI bank customers, out of 60 respondents 25 respondents (41.7

percent) were not used DD / Mail transfer due to lack of necessity and followed by 17

respondents (28.3 percent) were not used due to lack of facility, 10 respondents (16.7

percent) were not used DD / Mail services due to lack of information and 8

respondents (13.3 percent) were not used DD / Mail transfer due to lack of

opportunity.

Regarding Canara bank customers out of 60 respondents, 37 respondents (61.7

percent) were not used DD / Mail transfer due to lack of necessity and followed by

17 respondents (28.3 percent) were not used due to lack of facility and 6 respondents

(10.0 percent) were not used DD / Mail transfer due to lack of information.

195

Regarding IOB customers, out of 60 respondents, 18 respondents (30.0

percent) were not used DD / Mail transfer due to lack of necessity and followed by 16

respondents (26.7 percent) were not used due to lack of facility, 13 respondents (21.7

percent) were not used DD / Mail transfer due to lack of information and 13

respondents (21.7 percent) were not used DD / mail transfer due to lack of

opportunity.

Regarding IB customers, out of 60 respondents, 24 respondents (40.0 percent)

were not used DD / Mail transfer due to lack of necessity and followed by 16

respondents (26.7 percent) were not used due to lack of facility, 11 respondents 18.3

percent were not used due to lack of information and 9 respondents (15.0 percent)

were not used DD / mail transfer due to lack of opportunity.

Regarding ICICI customers, 56 respondents 93.3 percent were used DD / mail

transfer with a comfortable position and 3 persons (5.0 percent) were not used DD /

mail transfer due to lack of opportunity and one respondent (1.7 percent) were not

used DD / mail transfer due to lack of information.

Regarding HDFC customers, 11 respondents (18.3 percent) were not used DD

/ mail transfer due to lack of information 1 respondent (1.7 percent) was not used due

to lack of necessity and 48 respondents (80.0 percent) were comfortable in use of DD

/ Mail transfer.

Regarding Axis bank, 24 respondents (40.0 percent) were not used due to lack

of facility and followed by 15 respondents (25.0 percent) were not used DD / Mail

transfer due to lack of information, 9 respondents (15.0 percent) were not used due to

lack of opportunity and 4 respondents (6.7 percent) were not used due to lack of

necessity and 8 respondents were comfortable in use of DD / mail transfer service.

Regarding KVB customers, 33 respondents 55.0 percent were not used DD /

mail transfer services due to lack of necessity and followed by 14 respondents (23.3

percent) were not used due to lack of information, 12 respondents (20.0 percent) were

not used DD / mail transfer due to lack of facility and one respondent (1.7 percent)

were not used DD / mail transfer internet services due to lack of opportunity.

196

TABLE 5.27 INTERNET SERVICES BILL OF PAYMENT – REASON FOR

NOT USING THE SERVICES BY SAMPLE RESPONDENTS

Name of

the Bank

Reason for Not Using Bill of

Payment Comfor

table in Use Total

Lack of

Information

Lack of

Opportunity

No % No % No % No %

SBI 8 13.3 48 80.0 4 6.7 60 100

Canara 11 18.3 5 8.3 44 73.3 60 100

IOB 4 6.7 0 0.0 56 93.3 60 100

IB 16 26.7 31 51.7 13 21.7 60 100

ICICI 1 1.7 0 0.0 59 98.3 60 100

HDFC 12 20.0 0 0.0 48 80.0 60 100

Axis 12 20.0 0 0.0 48 80.0 60 100

KVB 18 30.0 30 50.0 12 20.0 60 100

Total 82 17.1 114 23.8 28

4

59.2 480 100



respondents (23.8 percent) were not used Bill of Payment due to lack of opportunity

and followed by 82 respondents (17.1 percent) were not used bill of payment due to

lack of information and 284 respondents (59.2 percent) were comfortable in the use of

bill of payment services.

Regarding bank wise category, in the SBI customers, 48 respondents (80.0

percent) were not used bill of payment due to lack of opportunity and 8 respondents

(13.3 percent) were not used Bill of payment due to lack of information and 4

respondents (6.7 percent) were comfortable in use of bill of payment service.

Regarding Canara bank, out of 60 respondents 11 respondents (18.3 percent)

were not used bill of payment due to lack of information and 5 respondents (8.3

percent) were not used bill of payment due to lack of opportunity and 44 respondents

(73.3 percent) were comfortable in use of bill of payment.

Regarding IOB, only 4 respondents (6.7 percent) were not used bill of

payment due to lack of information and 56 respondents (93.3 percent) were

comfortable in use of bill of payment. Regarding IB customers, 31 respondents (51.7

percent) were not used bill of payment due to lack of opportunity and followed by 16

respondents (26.7 percent) were not used bill of payment due to lack of information

and 13 respondents were comfortable in use of bill of payment.

197

Regarding ICICI customers, only one respondent was not used bill of payment

due to lack of information and 59 respondents (98.3 percent) were comfortable in use

of bill of payment. Regarding HDFC customers, 12 respondents were not used bill of

payment due to lack of information and 48 respondents (80.0 percent) were

comfortable in use of bill of payment service.


bill of payment due to lack of information and 48 respondents were comfortable in

use of bill of payment.

Regarding KVB customers, 30 respondents (50.0 percent) were not used bill

of payment due to lack of opportunity and 18 respondents (30.0 percent) were not

used bill of payment due to lack of information and 12 respondents (20.0 percent)

were comfortable in use of bill of payment services.

TABLE 5.28: INTERNET SERVICES – DEMAT SHARE – REASON FOR

NOT USING THE SERVICE BY SAMPLE RESPONDENTS

Name

of the

Bank

Reason for Not Using Demat

Share Comfortable

in Use Total

Lack of

Information

Lack of

Opportunity

No % No % No % No %

SBI 8 13.3 52 86.7 0 0.0 60 100

Canara 21 35.0 39 65.0 0 0.0 60 100

IOB 30 50.0 30 50.0 0 0.0 60 100

IB 14 23.3 46 76.7 0 0.0 60 100

ICICI 0 0.0 4 6.7 56 93.3 60 100

HDFC 26 43.3 4 6.7 30 50.0 60 100

Axis 12 20.0 4 6.7 44 73.3 60 100

KVB 30 50.0 12 20.0 18 30.0 60 100

Total 141 29.4 191 39.8 148 30.8 480 100



respondents (39.8 percent) were not used Demat share due to lack of opportunity and

followed by 141 respondents (29.4 percent) were not used demat share due to lack of

information and 148 respondents (30.8 percent) were comfortable in use of Demat

share facility provided by banks.

198

Regarding SBI customers, 52 respondents (86.7 percent) were not used demat

share due to lack of opportunity and 8 respondents (13.3 percent) were not used demat

share due to lack of information.

Regarding Canara bank customers, 39 respondents (65.0 percent) were not

used demat share due to lack of opportunity and 21 respondents (35.0 percent) were

not used demat share due to lack of information.

Regarding IOB customers, 30 respondents (50.0 percent) were not used demat

share due to lack of information and 30 respondents (50.0 percent) were not used

demat share due to lack of opportunity.

Regarding IB customers, 46 respondents (76.7 percent) were not used demat

share due to lack of opportunity and 14 respondents (23.3 percent) were not used

demat share due to lack of information.

Regarding ICICI customers, only 4 respondents (6.7 percent) were not used

demat share due to lack of opportunity and remaining 56 respondents (93.3 percent)

were comfortable in use of demat share.

Regarding HDFC customers, 26 respondents (43.3 percent) were not used

demat share due to lack of information and followed by 4 respondents (6.7 percent)

were not used demat share due to lack of opportunity and 30 respondents )50.0

percent) were comfortable in use of demat share.


demat share due to lack of information and followed by 4 respondents (6.7 percent)

were not used demat share due to lack of opportunity and remaining 44 respondents

(73.3 percent) were comfortable in use of demat share.

Regarding KVB customer, 30 respondents (50.0 percent) were not used demat

share due to lack of information and 12 respondents (20.0 percent) were not used

demat share due to lack of opportunity and remaining 18 respondents (30.0 percent)

were comfortable in use of demat share facility provided by bank.

199

Bank Provision Of ATM Centres

TABLE 5.29: OPINION OF THE SAMPLE RESPONDENTS REGARDING

CONVENIENTLY LOCATED ATM

Name

of the

bank

Bank Provided more

conveniently located

ATMs

Bank not provided

convenient located

ATMs

Total

No. of

Respondents % No. of

Respondents %

No. of

Respondents %

SBI 56 93.3 4 6.7 60 100.0

Canara 47 78.3 13 21.7 60 100.0

IOB 32 53.3 28 46.7 60 100.0

IB 44 73.3 16 26.7 60 100.0

ICICI 38 63.3 22 36.7 60 100.0

HDFC 24 40.0 36 60.0 60 100.0

AXIS 23 38.3 37 61.7 60 100.0

KVB 55 91.7 5 8.3 60 100.0

Total 319 66.5 161 33.5 480 100.0


From the above table 5.29 it is found that out of 480 respondents, 319

respondents (66.5 percent) had admitted that their banks provided more convenient

ATMs counters and remaining 161 respondents (33.5 percent) had admitted that their

banks have not provide convenient located ATMs. Regarding bank wise classification

providing conveniently located ATMs, highest number of respondents 56 numbers.

belongs to SBI and followed by KVB with 55numbers., Canara Bank with 47, Indian

bank with 44 numbers, ICICI with 38numbers. IOB with 32numbers., HDFC with

24numbers. and last lower number of respondents 23 numbers. belongs to Axis bank

for providing ATM centres.

200

Prompt service of ATM centre

TABLE 5.30: PROMPT SERVICE WHENEVER VISITED TO THE ATM

CENTRE BY THE SAMPLE RESPONDENTS

Name

of the

Bank

Prompt Service of the ATM Centre Total

Always Often Sometimes Rarely Never


SBI 25 41.7 35 58.3 0 0.0 0 0.0 0 0.0 60 100

Canara 54 90.0 6 10.0 0 0.0 0 0.0 0 0.0 60 100

IOB 6 10.0 54 90.0 0 0.0 0 0.0 0 0.0 60 100

IB 19 31.7 41 68.3 0 0.0 0 0.0 0 0.0 60 100

ICICI 4 6.7 48 80.0 8 13.3 0 0.0 0 0.0 60 100

HDFC 7 11.7 45 75.0 8 13.3 0 0.0 0 0.0 60 100

Axis 56 93.3 4 6.70 0 0.0 0 0.0 0 0.0 60 100

KVB 56 93.3 4 6.7 0 0.0 0 0.0 0 0.0 60 100

Total 227 47.3 237 49.4 16 3.3 0 0.0 0 0.0 480 100


The above table 5.30 reveals that, out of 480 respondents 237 respondents

(49.4 percent) were often got prompt service of ATM centre and followed by 227

respondents ( 7.3 percent) were always got prompt service of ATM centre and 16

respondents (3.3 percent) were sometimes got prompt service of ATM centre.

Regarding bank wise category of got prompt service of ATM centre, in SBI bank

customers, 35 respondents (58.3 percent) were often got prompt service of ATM

centre and followed by 25 respondents (41.7 percent) were always got prompt service

of ATM centre.

Regarding Canara bank customers, 54 respondents (90.0 percent) were always

got prompt service of ATM and 6 respondents (10.0percent) were often got prompt

service of ATM. Regarding IOB customers, 54 respondents (90.0 percent) were often

got prompt service of ATM and 6 respondents (10.0percent) were always got prompt

service of ATM centre.

Regarding IB customers, 41 respondents (68.3 percent) were often got prompt

service of ATM and 19 respondents (31.7 percent) were always got prompt service of

ATM centre.

Regarding ICICI bank customers, 48 respondents (80.0 percent) were often

got prompt service of ATM and 8 respondents (13.3 percent) were sometimes got

prompt service of ATM and 4 respondents (6.7 percent) were always got prompt

service of ATM.

201

Regarding HDFC bank customers, 45 respondents (75.0 percent) were often

got prompt service of ATM and followed by 8 respondents (13.3 percent) were

sometimes got prompt service of ATM and 7 respondents (11.7 percent) were always

got prompt service of ATM.

Regarding Axis bank customers, 56 respondents (93.3 percent) were always

got prompt service of ATM centre, and 4 respondents were often got prompt service

of ATM centre.

Regarding KVB customers, 56 respondents (93.3 percent) were always got

prompt service of the ATM centre and 4 respondents (6.7 percent) were often got

prompt service of the ATM centre.

Expect The Limit Of ATM Withdrawal

TABLE 5.31 :OPINION OF THE RESPONDENTS REGARDING

EXPECTING THE LIMIT TO WITHDRAW MONEY THROUGH ATM TO

BE INCREASED

Name

of the

bank

Expecting the Limit to

withdraw money

through ATM to be

increased

Not necessary to

increase the

withdrawal limit of

ATM

Total

No. of

Respondents Percent

No. of

Respondents Percent

No. of

Respondents Percent

SBI 56 93.3 4 6.7 60 100.0

Canara 55 91.7 5 8.3 60 100.0

IOB 60 100.0 0 0.0 60 100.0

IB 60 100.0 0 0.0 60 100.0

ICICI 60 100.0 0 0.0 60 100.0

HDFC 55 91.7 5 8.3 60 100.0

AXIS 60 100.0 0 0.0 60 100.0

KVB 56 93.3 4 6.7 60 100.0

Total 462 96.2 18 3.8 480 100.0


The above table 5.31 shows that, out of 480 respondents 462 respondents

(96.2 percent) were expecting the limit to withdraw money through ATM to be

increased. Remaining 18 respondents (3.8 percent) were have the opinion that there is

no need to increase the withdraw limit of ATM.

Regarding bank wise opinion of the respondents, it is found that In IOB, IB,

ICICI, Axis banks respondents, fully favored expecting the limit of ATM withdrawal

202

to be increased. Regarding SBI customers 56 respondents (93.3 percent) and Canara

bank 55 respondents (91.7 percent) and HDFC bank 55 respondents (91.7 percent)

and last KVB 56 respondents (93.3 percent) were favored expecting the limit of ATM

withdrawal to be increased.

TABLE 5.32 OPINION ON INCREASE IN ATM WITHDRAWAL LIMIT OF

RESPONDENTS

Name

of the Bank

Opinion on Increase the ATM Limit Not Necessary to

increase ATM Limit

Total

Upto Rs.40,000

Rs.40,000

to Rs.60,000

Rs.60,000 to Rs.80,000

Rs.80,000 to Rs.1,00,000


SBI 0 0.0 17 28.3 14 23.3 25 41.7 4 6.7 60 100

Canar

a

4 6.7 20 33.3 20 33.3 11 18.3 5 8.3 60 100

IOB 8 13.3 37 61.7 13 21.7 2 3.3 0 0.0 60 100

IB 0 0.0 43 71.7 0 0.0 17 28.3 0 0.0 60 100

ICICI 1 1.7 37 61.7 5 8.3 17 28.3 0 0.0 60 100

HDFC 4 6.7 33 55.0 18 30.0 0 0.0 5 8.3 60 100

Axis 4 6.7 38 63.3 18 30.0 0 0.0 0 0.0 60 100

KVB 8 13.3 39 65.0 9 15.0 0 0.0 4 6.7 60 100

Total 29 6.0 264 55.0 97 20.2 72 15.0 18 3.8 480 100


From the above table 5.32, it is found that, out of 480 respondents 264

respondents (55.0 percent) were favored by 97 respondents (20.2 percent) were

favored to increase the ATM limit from Rs.40,000 to Rs.60,000 and followed to

increase the ATM limit from Rs.60,000 to Rs.80,000, 72 respondents (15.0 percent)

were favored to increase the ATM limit from Rs.80,000 to Rs.1,00,000 and 29

respondents (6.0 percent) to increase the ATM limit up to Rs.40,000 and remaining

18 respondents (3.8 percent) were not favored to increase the ATM limit.

203

5,2 OPINION OF THE RESPONDENTS REGARDING PROBLEMS FACED

BY BANK CUSTOMERS

Problem Faced By The Customers

The requirement today is the use of data in managing the relationship with the

customer in a more fulfilling way. Banks can also collect customer behavior and

unresolved problem of the customer. If the problem faced by the customers increased

then it will cause to shift in loyalty and reduce retention and satisfaction of the

customer. This will leads to cancel their present bank transaction and chance to shift

to another bank.

Problem Faced By Customers Procedure To Open An Account

TABLE 5.33: PROCEDURE TO OPEN ON ACCOUNT WAS DIFFICULT

Name of the

Bank

Procedure to open an account with the bank was difficult

Strongly agree

Agree Uncertain Disagree Strongly Disagree

Total


SBI 0 0.0 35 58.3 12 20 13 21.7 0 0.0 60 100

Canara 48 80.0 10 16.7 1 1.7 1 1.7 0 0.0 60 100

IOB 16 26.7 38 63.3 5 8.3 1 1.7 0 0.0 60 100

IB 6 10.0 53 88.3 1 1.7 0 0.0 0 0.0 60 100

ICICI 55 91.7 5 8.3 0 0.0 0 0.0 0 0.0 60 100

HDFC 4 6.7 8 13.3 12 20 12 20.0 24 40.0 60 100

AXIS 3 5.0 1 1.7 0 0.0 36 60.0 20 33.3 60 100

KVB 0 0.0 3 5.0 1 1.7 28 46.7 28 46.7 60 100

Total 132 27.5 153 31.9 32 6.7 91 19.0 72 15.0 480 100


Table 5.33 shows that out of 480 respondents 153 respondents (31.9 per cent)

were agreed that the procedure to open an account with the bank was difficult and

followed by 132 respondents (27.5 per cent) were strongly agreed that the procedure

to open an account with the bank was difficult, 91 respondents (19.0 per cent) were

disagreed that the procedure to open an account with the bank was difficult, 72

respondents (15.0 per cent) were strongly disagreed that the procedure to open an

account was difficult and 32 respondents (6.7 per cent) were in uncertain that the

procedure to open an account with the bank was difficult.

204

Problem Faced By Customers –Opinion On Minimum Account Limit

TABLE 5.34: OPINION ON MINIMUM ACCOUNT LIMIT IS NOT HIGH

AND EASY TO MAINTAIN

Minimum account limit is not high and easy to maintain

Strongly

agree Agree Uncertain Disagree

Strongly

Disagree Total

No % No % N

o %

N

o %

N

o % No %

101 21 235 49 32 6.7 48 10 64 13.3 480 100

The above table 5.34, reveals that out of 480 respondents, 235 respondents

(49.0 per cent) have agreed that the minimum account limit is not high and followed

by 101 respondents (21.0 per cent) have strongly agreed that minimum account limit

is not high, 64 respondents (13.3 per cent) have strongly disagreed with the minimum

account limit is not high and 48 respondents (10.0 per cent ) were disagreed that the

minimum account limit is not high and 32 respondents (6.7 per cent) have in

uncertain position about the minimum account limit is not high and easy to maintain.

Problem faced by customers –waiting time to speak with staff

TABLE 5.35: WAITING TIME OF RESPONDENTS BEFORE SPEAKING TO

BANK STAFF

Waiting time respondents to speak with bank staff

Total Taken

care of

immediat

ely

Within

3min 3-5 min 6-10 min

more than

10 min


68 14.2 175 36.5 129 26.9 68 14.2 40 8.3 480 100

From the table 5.35, it is found that out of 480 respondents 175 respondents

(36.5 percent) opined that they have to wait up to 3min for speaking to a bank staff

and followed by 129 respondents (26.9 percent) opined that they have to wait for 3-5

min, 68 respondents (14.2 percent) opined that they have to wait for 6-10min, 40

respondents (8.3 percent) opined that they have to wait for more than 10min to speak

with a bank staff and 68 respondents (14.2 percent) opined that they had taken care of

immediately to speak with a bank staff.

205

Time taken to get customer’s problem resolved

TABLE 5.36: TIME TAKEN TO GET CUSTOMER’S PROBLEM RESOLVED

How long respondents take to get their problem resolved

Immediate

resolution Less than a day

Between 2 to

3 days Total


202 42.1 255 53.1 23 4.8 480 100.0

Table 5.36 reveals shows that out of 480 respondents, 255 respondents

(53.1percent) told that their problems were resolved in less than a day and followed

by 23 respondents (4.8 percent) told that their problems were resolved between 2 to 3

days and remaining 202 respondents (42.1 percent) told that their problems were

resolved immediately by the banks.

Number of times the respondents have to contact customer service to resolve the

problem

TABLE 5.37: NUMBER OF TIMES THE RESPONDENTS HAVE TO

CONTACT CUSTOMER SERVICE TO RESOLVE THE PROBLEM

No.of times the respondents contact customer service to

resolve the problem Total

Once Twice Three Times


225 46.9 225 46.9 30 6.2 480 100.0


were resolved their problems by one time contact with customer service and followed

by 225 respondents (46.9 percent) were resolved their problems by two times contact

with the customer service and remaining 30 respondents (6.2 percent) were resolved

their problems by 3 times contact with the customer service.

206

Rank the problem faced by customers

TABLE 5.38: PROBLEMS FACED BY THE BANK CUSTOMERS

REGARDING SERVICES- RANKING

Problems faced Name of the

bank

No. of

Respondents

Mean

value Rank

Delayed services

SBI 60 63.65 1

Canara 60 193.47 4

IOB 60 183.78 3

IB 60 68.62 2

ICICI 60 320.96 6

HDFC 60 275.50 5

AXIS 60 392.60 7

KVB 60 425.43 8

Total 480

High charges

SBI 60 442.00 8

Canara 60 156.54 4

IOB 60 142.28 3

IB 60 359.60 7

ICICI 60 311.10 6

HDFC 60 256.54 5

AXIS 60 119.63 1

KVB 60 136.31 2

Total 480

Lack of guidance

SBI 60 199.47 3

Canara 60 351.12 7

IOB 60 344.40 6

IB 60 219.28 5

ICICI 60 55.40 1

HDFC 60 438.88 8

AXIS 60 215.87 4

KVB 60 99.58 2

Total 480

Indiscipline staff

SBI 60 68.23 1

Canara 60 315.27 6

IOB 60 423.63 8

IB 60 77.90 2

ICICI 60 241.59 4

HDFC 60 249.23 5

AXIS 60 376.80 7

KVB 60 171.37 3

Total 480

Hidden charges SBI 60 414.07 8

207

Canara 60 142.36 3

IOB 60 143.33 4

IB 60 412.35 7

ICICI 60 133.63 2

HDFC 60 245.92 5

AXIS 60 124.30 1

KVB 60 308.05 6

Total 480

Inadequacy of services

SBI 60 124.37 2

Canara 60 314.83 6

IOB 60 390.20 7

IB 60 126.43 3

ICICI 60 231.51 4

HDFC 60 48.43 1

AXIS 60 268.19 5

KVB 60 420.03 8

Total 480

Non-compliance of standing

instructions

SBI 60 95.89 2

Canara 60 360.03 7

IOB 60 199.60 4

IB 60 423.57 8

ICICI 60 302.39 5

HDFC 60 303.17 6

AXIS 60 60.09 1

KVB 60 179.27 3

Total 480

Failure on Commitments

SBI 60 64.30 1

Canara 60 146.83 3

IOB 60 132.36 2

IB 60 271.50 4

ICICI 60 276.48 5

HDFC 60 316.18 7

AXIS 60 300.76 6

KVB 60 415.60 8

Total 480

Out- dated technology

SBI 60 356.95 8

Canara 60 82.03 1

IOB 60 92.23 2

IB 60 208.87 4

ICICI 60 353.63 7

HDFC 60 337.13 5

AXIS 60 338.00 6

KVB 60 155.15 3

Total 480

208

Regarding the ‘delayed services’ problem faced by the sample respondents,

highest rank allocated to SBI with 63.65 and followed by Indian Bank (68.62), IOB

(183.78), Canara Bank (193.47), HDFC (275.5), ICICI (320.96) Axis (392.6) and last

rank allocated to KarurVysya bank (425.43) as mean value.

Regarding high charges problem faced by the sample respondents, highest

rank allocated to axis bank with 119.63 and followed by KVB (136.31), IOB

(142.28), Canara Bank (156.54), HDFC (256.54), ICICI (311.1) Indian bank (359.6)

and last rank allocated to SBI (442) as mean value.

Regarding ‘lack of guidance problem’ faced by the sample respondents, which

was highest rank allocated to ICICI with mean value of 55.4 and followed by KVB

(99.58), SBI (199.47), Axis bank (215.87), Indian Bank (219.28) IOB (344.4), Canara

Bank (351.12) and last rank allocated to HDFC bank (438.88).

Regarding Indiscipline staff problem faced by the sample respondents, highest

rank allocated to SBI with 68.23 and followed by Indian bank (77.9), KVB (171.37),

ICICI bank (241.59), HDFC (249.23), Canara Bank (315.27), Axis bank (376.8) and

last rank allocated to IOB (423.63).

Regarding hidden charges problem faced by the sample respondents, highest

rank allocated to Axis bank with 124.3 and followed by ICICI (133.63), Canara Bank

(142.36), IOB (143.33), HDFC (245.92), KVB (308.05), Indian Bank (412.35) and

last rank allocated to SBI (414.07).

Regarding inadequacy of services problem faced by the sample respondents,

highest rank allocated to HDFC with 48.43 and followed by SBI (124.37), Indian

bank (126.43), ICICI (231.51), Axis bank (268.19), Canara Bank (314.83), IOB

(390.2) and last rank allocated to KVB (420.03).

Regarding non-compliance of standing instructions problem faced by the

sample respondents, highest rank allocated to Axis bank with 60.09 and followed by

SBI (95.89), KVB (179.27), IOB (199.6), ICICI (302.39), HDFC (303.17), Canara

bank (360.03) and last rank allocated to Indian bank (423.57).

Regarding failure on commitments problem faced by the sample respondents,

highest rank allocated to SBI with 64.3 and followed by IOB( 132.36), Canara

(146.83), Indian Bank (271.5), ICICI (276.48), Axis bank (300.76), HDFC (316.18)

and last rank allocated to KVB (415.6).

209

Regarding out dated technology problem faced by the sample respondents, highest

rank allocated to Canara bank with 82.03 and followed by IOB (92.23), KVB

(155.15), Indian Bank (208.87), HDFC (337.13), Axis bank (338.0), ICICI (353.63)

and last rank allocated to SBI (356.95).

TABLE 5.39: KRUSKAL WALLIS TEST PROBLEM FACED BY THE

RESPONDENTS

Factors Chi-Square df Asymp. Sig.

Delayed services 423.627 7 0.00

High charges 355.661 7 0.00

Lack of guidance 393.104 7 0.00

Indiscipline staff 379.994 7 0.00

Hidden charges 383.978 7 0.00

Inadequacy of services 400.773 7 0.00

Non-compliance of standing instructions 369.719 7 0.00

Failure on Commitments 323.06 7 0.00

Out- dated technology 349.402 7 0.00

From the above table 5.39, it is found that the problems faced by the bank

customers regarding various services through Kruskal walls test analyzed.

More over in the table 5.39, the tests of Kruskalwallis indicates that the ranks

of various banks on all aspects of problems faced by the sample respondents from

“delayed services” to “out dated technology”. The p-value of all the variables are 0.00

(less than 0.05) indicates that the ranks were independent to the various banks for

various factors of problems.

210

TABLE 5.40: DESCRIBE THE NUMBER OF INSTANCES, WHERE BANK

STAFF WAS NOT HELPFUL IN DEALING WITH A COMPLAINT BY

SAMPLE RESPONDENTS

Name

of the

Bank

No.of Instances by bank staff was not

helpful in dealing with a complaint for

customer (monthly)

Total

1-3 times above 3 times Number of

Respondents % Number of

Respondents %

Number of

Respondents %

SBI 17 28.3 43 71.7 60 100.0

Canara 46 76.7 14 23.3 60 100.0

IOB 48 80.0 12 20.0 60 100.0

IB 31 51.7 29 48.3 60 100.0

ICICI 51 85.0 9 15.0 60 100.0

HDFC 50 83.3 10 16.7 60 100.0

Axis 52 86.7 8 13.3 60 100.0

KVB 43 71.7 17 28.3 60 100.0

Total 338 70.4 142 29.6 480 100.0


From the above table 5.40, it is found that out of 480 respondents, 338

respondents (70.47 percent) were admitted that the bank staff was not helpful in

dealing with a complaint in the range of 1-3 times per month and followed by 142

respondents (29.6 percent) were admitted that the bank staff was not helpful in

dealing with a complaint.

211

TABLE 5.41: OPINION REGARDING THE REASON FOR SWITCH OVER TO OTHER BANK

Name of the

present bank

Name of the future

bank (if chance has given)

Reason for switch over to other bank No switch over

to other bank Total

Better service Loan facility

provide Safety Speed

New

technology

No % No % No % No % No % No % No %

SBI IOB 14 23.3 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 14 23.3

ICICI 10 16.7 0 0.0 0 0.0 16 26.7 0 0.0 0 0.0 26 43.4

No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 20 33.3 20 33.3

Total 24 40.0 0 0.0 0 0.0 16 26.7 0 0.0 20 33.3 60 100.0

Canara ICICI 5 8.3 9 15.0 0 0.0 0 0.0 0 0.0 0 0.0 14 23.3

HDFC 0 0.0 12 20.0 0 0.0 0 0.0 0 0.0 0 0.0 12 20.0

No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 34 56.7 34 56.7

Total 5 8.3 21 35.0 0 0.0 0 0.0 0 0.0 34 56.7 60 100.0

IOB ICICI 5 8.3 0 0.0 0 0.0 0 0.0 4 6.7 0 0.0 9 15.0

No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 51 85.0 51 85.0

Total 5 8.3 0 0.0 0 0.0 0 0.0 4 6.7 51 85.0 60 100.0

ICICI 5 8.3 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 5 8.3

Axis 9 15.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 9 15.0

No switchover 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 46 76.7 46 76.7

Total 14 23.3 0 0.0 0 0.0 0 0.0 0 0.0 46 76.7 60 100.0

ICICI Canara 0 0.0 0 0.0 4 6.6 0 0.0 0 0.0 0 0.0 4 6.6

IOB 0 0.0 0 0.0 10 16.7 0 0.0 0 0.0 0 0.0 10 16.7

No switch over 0 0.0 0 0.0 10 0.0 0 0.0 0 0.0 46 76.7 46 76.7

Total 0 0.0 0 0.0 14 23.3 0 0.0 0 0.0 46 76.7 60 100.0

212

HDFC Canara 0 0.0 0 0.0 5 8.3 0 0.0 0 0.0 0 0.0 5 8.3

ICICI 0 0.0 0 0.0 0 0.0 4 6.6 0 0.0 0 0.0 4 6.6

No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 51 85.1 51 85.1

Total 0 0.0 0 0.0 5 8.3 4 6.6 0 0.0 51 85.1 60 100.0

Axis Bank Canara 0 0.0 0 0.0 5 8.3 0 0.0 0 0.0 0 0.0 5 8.3

IOB 0 0.0 0 0.0 8 13.3 0 0.0 0 0.0 0 0.0 8 13.3

IB 0 0.0 0 0.0 5 8.3 0 0.0 0 0.0 0 0.0 5 8.3

No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 42 70.1 42 70.1

Total 0 0.0 0 0.0 18 29.9 0 0.0 0 0.0 42 70.1 60 100.0

KVB

ICICI 0 0.0 0 0.0 0 0.0 0 0.0 10 16.7 0 0.0 10 16.7

HDFC 0 0.0 0 0.0 0 0.0 0 0.0 4 6.6 0 0.0 4 6.6

No switch over 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 46 76.7 46 76.7

Total 0 0.0 0 0.0 0 0.0 0 0.0 14 23.3 46 76.7 60 100.0

Grand Total 48 10.0 21 4.4 37 7.7 20 4.2 18 3.8 336 69.9 480 100.0


213

From the table 5.41, it is found that out of 480 respondents, 48 respondents

(10.0 percent) were have to switch over to other bank due to better services and 21

respondents (4.4 percent)were have to switch over to other bank due to providing loan

facility followed by 37 respondents (7.7 percent) were have to switch over to other

bank due to safety, 20 respondents (4.2percent) were have to switch over to other

bank due to speed and 18 respondents (3.8percent) were have to switch over to other

bank due to new technology, if chance has given to sample respondents to cancel their

present bank transaction and switch over to other bank. It is observed that 336

respondents (69.9percent) were suggested that they have not switch over to other

bank.

If we can see the particular bank wise customers, in SBI bank customers 14

respondents (23.3 percent) were have to switch over to IOB due to better services and

followed by 10 respondents (16.7 percent) were have to switch over to ICICI bank

due to better services and 16 respondents (26.7 percent) were have to switch over to

ICICI bank due to speed and remaining 20 respondents (33.3 percent) were not ready

to change their bank from SBI if a chance will be given.

Regarding Canara Bank customers, 5 respondents (8.3 percent) were have to

switch over to ICICI due to better services and 9 respondents (15.0 percent) were

have to switch over to ICICI due to loan facility availability and 12 respondents (20.0

percent) were have to switch over to HDFC bank due to loan facility and remaining

34 respondents (56.7 percent) were not ready to change their bank from Canara Bank.

Regarding IOB customers, 5 respondents (8.3 percent) were have to switch

over to ICICI bank due to better services and 4 respondents (6.7 percent) were have to

switch over to ICICI bank due to new technology and remaining 51 respondents (85.0

percent) were not ready to change their bank from IOB.

Regarding IB customers, 5 respondents (8.3 percent) were have to switch over

to ICICI due to better services and 9 respondents (15.0 percent) were have to switch

over to Axis bank due to better services and remaining 46 respondents (76.7 percent)

were not ready to change their bank from IB. Regarding ICICI bank customers, 4

respondents (6.6 percent) were have to switch over to Canara Bank due to safety and

10 respondents (16.7 percent) were have to switch over to IOB due to safety and

remaining 46 respondents (76.7 percent) were not ready to change their bank from

ICICI.

214

Regarding HDFC bank customers, 5 respondents (8.3 percent) were have to

switch over to Canara bank due to safety and 4 respondents (6.6 percent) were have to

switch over to ICICI due to speed and remaining 51 respondents (85.1 percent) were

not ready to change their bank from HDFC.

Regarding Axis bank customers, 5 respondents (8.3 percent) were have to

switch over to Canara Bank due to safety and 8 respondents (13.3 percent) were have

to switch over to IOB due to safety and 5 respondents (8.3 percent) were have to

switch over to Indian bank due to safety and remaining 42 respondents (70.1 percent)

were not ready to change their bank from Axis bank.

Regarding KVB customers, 10 respondents (16.7 percent) were have to switch

over to ICICI bank due to new technology and 4 respondents (6.6 percent) were have

to switch over to HDFC bank due to new technology and remaining 46 respondents

(76.7 percent) were not ready to change their bank from KVB if they have a change

to cancel their transaction and switch over to other bank.!

Rate the problem faced by the customer from their bank

TABLE 5.42: PROBLEM FACED BY THE SAMPLE RESPONDENTS

Factor Overall Score Rank

Delayed Services 2190 V

High Charges 2838 II

Lack of guidance 2369 IV

Indiscipline Staff 2155 VI

Hidden Charges 2508 III

Inadequacy of Services 1980 VII

Non – Compliance of standing instructions 1771 VIII

Failure on commitments 2906 I

Outdated Technology 1448 IX


From the table 5.42, it is found that based on overall perception score of

problem faced by the respondents from their bank the highest score value is accounted

215

for failure on commitments (2906) and followed by High charges (2838), hidden

charges (2508), lack of guidance (2369), Delayed services (2190), indiscipline staff

(2155), inadequacy of services (1980), non–compliance of standing instructions

(1771) and lowest score value is accounted for outdated technology (1448).

TABLE 5.43: OPINION ON AVAILING SIMILAR SERVICE FROM THEIR

BANK

Name of the

Bank

Like to avail similar service from their bank

Yes No Total

No Percent No Percent No Percent

SBI 35 58.3 25 41.7 60 100.0

Canara 32 53.3 28 46.7 60 100.0

IOB 52 86.7 8 13.3 60 100.0

IB 43 71.7 17 28.3 60 100.0

ICICI 49 81.7 11 18.3 60 100.0

HDFC 50 83.3 10 16.7 60 100.0

Axis 47 78.3 13 21.7 60 100.0

KVB 60 100.0 0 0.0 60 100.0

Total 368 76.7 112 23.3 480 100.0


From the table number 5.43 it is found that out of 480 respondents 368

respondents (76.7percent) were liked to avail the similar service from their banks and

112 respondents (23.3 percent) were not liked to avail the similar service from their

respective banks.

Regarding bankwise customers response, In SBI customers, 35 respondents

( 58.3 percent) were liked to similar service from SBI and 25 respondents (41.7

percent) were not liked to avail service from SBI.

In Canara bank customers, 32 respondents (53 percent) were liked to avail

service from Canara bank and 28 respondents (46.7 percent) were not liked to avail

the service of Canara bank.

In IOB customers, 52 respondents (86.7 percent) were liked to avail service

from IOB and 8 respondents (13.3 percent) were not like to avail service from IOB.

In Indian bank customers, 43 respondents (71.7 percent) were liked to avail

service of IB and 17 respondents (28.3 percent) were not like to avail the service of

IB.

216

In ICICI bank customers, 49 respondents (81.7 percent) were liked to avail

service from ICICI and 11 respondents (18.3 percent) were not liked to avail services

of ICICI.

In HDFC bank customers, 50 respondents (83.3 percent) were liked to avail

service of HDFC and remaining 10 respondents (16.7 percent) were not liked to avail

the service of HDFC.

In Axis bank customers, 47 respondents (78.3 percent) were liked to avail

service of Axis and remaining 13 respondents (21.7 percent) were not liked to avail

service of Axis.

In KVB customers all 60 respondents (100 percent) were liked to avail the

same services of KVB.

TABLE 5.44: OPINION ON RECOMMENDING THEIR BANKSTO OTHERS

BY RESPONDENTS

Name of

the

Bank

Recommended their

bank to others

Not recommended to

others Total

No Percent No Percent No Percent

SBI 23 38.3 37 61.7 60 100.0

Canara 44 73.3 16 26.7 60 100.0

IOB 45 75.0 15 25.0 60 100.0

IB 51 85.0 9 15.0 60 100.0

ICICI 52 86.7 8 13.3 60 100.0

HDFC 46 76.7 14 23.3 60 100.0

Axis 51 85.0 9 15.0 60 100.0

KVB 60 100.0 0 0.0 60 100.0

Total 372 77.5 108 22.5 480 100.0


In the above table 5.44, out of 480 respondents opined 372 respondents (77.5

percent) were recommended their bank to anyone else and remaining 108 respondents

(22.5 percent) were not recommended their bank to anyone else.

Regarding bank wise recommendation, In SBI bank customers, 23 respondents

(38.3 percent) were recommended their bank SBI to others and 37 respondents (61.7

percent) were not recommended to others.

Regarding Canara bank customers, 44 respondents (73.3 percent) were

recommended Canara bank to others and 16 respondents (26.7 percent) were not

recommended to others.

217

Regarding IOB customers, 45respondents (75.0 percent) were recommended

IOB to others and 15 respondents (25.0 percent) were not recommended to others.

Regarding IB customers, 51 respondents (85.0 percent) were recommended IB

to others and 9 respondents (15.0 percent) were not recommended to others.

Regarding ICICI customers, 52 respondents (86.7 percent) were recommended

ICICI to others and 8 respondents 13.3 percent were not recommended to others.

Regarding HDFC customers, 46respondents (76.7 percent) were

recommended HDFC bank to others and 14 respondents 23.3 percent were not

recommended to others.

Regarding Axis bank customers, 51 respondents (85.0 percent) were

recommended Axis bank to others and 9 respondents (15.0 percent) were not

recommended Axis bank to others.

Regarding KVB customers, All 60 respondents (100 percent) were

recommended KVB to others.

TABLE 5.45: RECOMMEND RATE OF PRESENT BANK TO THEIR FRIEND

COLLEAGUE BY THE SAMPLE RESPONDENTS (RATE UP TO 10)

Name of

the bank

Recommend rate of Present bank Total

1-2 3-4 5-6 7-8 9-10 No %

No % No % No % No % No % SBI 35 58.3 25 41.7 0 0.0 0 0.0 0 0.0 60 100.0

Canara 2 3.3 2 3.3 44 73.3 12 20.0 0 0.0 60 100.0

IOB 2 3.3 2 3.3 4 6.7 16 26.7 36 60.0 60 100.0

IB 1 1.7 1 1.7 10 16.7 28 46.7 20 33.2 60 100.0

ICICI 0 0.0 0 0.0 8 13.3 32 53.5 20 33.2 60 100.0

HDFC 0 0.0 0 0.0 21 35.0 19 31.8 20 33.2 60 100.0

Axis 0 0.0 0 0.0 8 13.3 24 40.0 28 46.7 60 100.0

KVB 0 0.0 0 0.0 4 6.7 13 21.6 43 71.7 60 100.0

Total 40 8.3 30 6.2 99 20.6 144 30.0 167 34.9 480 100.0


218

From the table 5.45, it is found that out of 480 respondents 167 respondents

(34.9 percent) were recommended their present bank at the rate of 9-10 (80 percent to

100 percent) and followed by 144 respondents (30.0 percent) were recommended their

present bank at the rate of 7-8 (70 percent to 80 percent) 99 respondents (20.6

percent) were recommended their present bank at the rate of 5-6 (50 percent to 60

percent) and 40 respondents (8.3 percent) were recommended their present bank at the

rate of 1-2 (10 percent to 20 percent) and 30 respondents 6.2 percent were

recommended their present bank at the rate of 3-4 (30 percent to 40 percent)

CONCLUSION

In this chapter the researcher has studied the customer perception on internet

banking and problem faced by the bank customers in Madurai city. This chapter also

focuses the opinion of the respondents regarding name of the bank by providing better

services than present bank and the reason for switch over to other bank.

CHAPTER – V PERCEPTION ON INTERNET BANKING...

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