Chapter:-6 Profile of Respondents

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Priscilla Atkinson
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1 Chapter:-6 Profile of Respondents

2.4 Classification of according to access internet 6.2.5 Classification of according to purpose of visiting bank branch 279 28 282 284 286 287

2 Chapter-6 Profile of Outline of the Chapter Page No. 6.1 Profile of Gender of Age of Marital status of Education of Occupation of Income level of Profile of internet banking habit of the customers Classification of according to types of bank Classification of according to multiple bank transaction with bank Classification of according to using telephone banking services per month Classification of according to access internet Classification of according to purpose of visiting bank branch

3 6.2.6 Classification of according to performing activities on line Classification of according to using web browser Classification of according to using operating system Classification of according to reading bank agreement privacy policies and securities Classification of according to unique password Banks manager s response according to Innovative banking Conclusion 31

4 The researcher has selected 1 bank customers as from public sector and private sector bank located in Gujarat state. Respondents opinion about innovative banking services have been collected through MCQ in terms of selected variables. The questionnaire has been divided into three parts, Section-1 personal information of Section-2 Main question A. Internet banking habit of the customers B. Innovative banking services Section-3 Customer s perspective of innovative banking services This chapter deals with section-1 and section-2(a), section-2(b) and section-3 will be discussed in the next chapter. In this chapter data about banks manager s response according to innovative banking has also been provided. 269

5 Chapter-6 Profile of respondent Sr no. Gender 6.1 Profile of As per the sampling plan, 5 from public sector bank and 5 of private sector bank, total 1 have been selected in order to collect their opinions regarding customer perspective for innovative banking practices of selected public sector and private sector bank in Gujarat region. Researcher has made an effort to provide profile of using innovative banking practices regarding in terms of following variable Gender Age Marital status Education qualification Occupation Monthly income Gender of Table: Classification of according to gender % 1 Male Female Source:-Questionnaire-1, section-1, Question no-3 27

Graph:-6.1.1 Classification of according to gender 38 379 4 35 3 25 2 12 121 15 1 5 Male Female Analysis:- Above table 6.1.1 and graph 6.1.1 show that 1. Male are 38% in public sector banks and 37.

6 Graph: Classification of according to gender Male Female Analysis:- Above table and graph show that 1. Male are 38% in public sector banks and 37.9% in private sector banks. 2. Female are 12% in public sector banks and 12.1 % in private sector banks. 3. In compared to female, male are more in both public sector and private sector banks. 271

Sr No. 6.1.2 Age of Age group Table:-6.1.2 Classification of according to age group % 1 Below 18 11 1.1 12 1.2 23 2.

7 Sr No Age of Age group Table: Classification of according to age group % 1 Below to to to Above Source:-Questionnaire-1, section-1, Question no-4. Graph: Classification of according to their age group Below to to to 45 Above

8 Analysis:- Above table and graph show that 1. Maximum in public sector bank 19.1% belong to 26 to 35 age group. 2. Maximum in private sector bank 22.1 % belong to 26 to 35 age group. 3. Minimum in public sector bank 1.1 % belong to below 18 age group. 4. Minimum in private sector bank 1.2 % belong to below 18 age group. Sr No Marital status of Marital status Table: Classification of according to marital status % 1 Married Unmarried Source:-Questionnaire-1, section-1, Question no

Graph:-6.1.3 Classification of according to their marital status 45 42 Married Unmarried 434 4 35 3 25 2 15 1 5 98 66 Analysis:- Above table 6.1.3 and graph 6.1.3 show that 1. Married are 4.

9 Graph: Classification of according to their marital status Married Unmarried Analysis:- Above table and graph show that 1. Married are 4.2% in public sector bank and 43.4 % in private sector bank. 2. Unmarried are 9.8% in public sector bank and 6.6 % in private sector bank. 3. In compared to unmarried, married are more in both public sector and private sector banks. 274

Sr No. 6.1.4 Education of respondent Education Table:-6.1.4 Classification of according to education level % 1 Below SSC 16 1.6 8.8 24 2.4 2 SSC 42 4.2 44 4.4 86 8.6 3 HSC 88 8.8 79 7.9 167 16.

10 Sr No Education of respondent Education Table: Classification of according to education level % 1 Below SSC SSC HSC Graduate Post Graduate Professional Any other Source:-Questionnaire-1, section-1, Question no-6 Graph: Classification of according to their education level

11 Analysis Above table and graph show that 1. Maximum in both public sector and private sector bank 17.6% and 21% respectively belong to graduate qualification. 2. Minimum in public sector bank 1.6% belongs to below SSC qualification and private sector bank.2 % belong to specific educational qualification. Sr No Occupation of respondent Occupation Table: Classification of according to occupation Private sector % Government 1 service Private service Agriculture Housewife Own Business any other Source:-Questionnaire-1, section-1, Question no-7 276

36 26 19 Agriculture Housewife Own Business 2 1 any other Analysis:- Above table 6.1.5 and graph 6.1.5 show that 1.

12 Graph: Classification of according to their occupation Govt service Private service Agriculture Housewife Own Business 2 1 any other Analysis:- Above table and graph show that 1. Maximum in both public sector and private sector bank 21.5% and 26.2% respectively belong to private service. 2. Minimum in both public sector and private sector bank.2 % and.1% respectively belong to specific occupation. 277

6.1.6 Income level of respondent Table:-6.1.6 Classification of according to monthly income Private sector Income level Sr No. % 1 Below 5 5 5 49 4.9 99 9.9 2 51 to 15 193 19.3 195 19.5 388 38.

13 6.1.6 Income level of respondent Table: Classification of according to monthly income Private sector Income level Sr No. % 1 Below to to to Above Source:-Questionnaire-1, section-1, Question no-8 Graph: Classification of according to monthly income Below 5 51 to to 3 31 to 45 Above

14 Analysis:- Above table and graph show that 1. Highest in public sector banks 19.3 belong to Rs. 51 to Rs. 15 income level and in private sector banks 2.2% belong to Rs. 151 to Rs Lowest in both public sector and private sector bank 3.6% and 2.8% respectively belong to above Rs. 45 income level. 6.2 Profile of internet banking habit of the customers In this second parts of the present chapter the researcher has attempted to provide data about profile of internet banking habit of the customers, in terms of following variables Classification of according to types of bank Classification of according to multiple bank transaction with bank Classification of according to using telephone banking services per month Classification of according to access internet Classification of according to purpose of visiting bank branch Classification of according to performing activities on line Classification of according to using web browser Classification of according to using operating system Classification of according to reading bank agreement privacy policies and securities 279

15 6.2.1 Classification of according to unique password Classification of according to types of bank The type of bank with which the are holding the accounts conveys the type of services they receive from the bank. Preference of the type of bank always depends on the nature of services provided by the bank, these details are shown in the tabulated form. Table: Classification of according to bank type Sr. No. bank No. Percentage % 1 State bank of India Punjab National bank Bank of Baroda Canara bank Union Bank Bank of India Indian Bank Allahabad Bank Corporation Bank Oriental Bank of Commerce 5 5 public sector bank 5 5 Sr.no. bank No. Percentage % 11 ICICI Bank HDFC Bank Axis Bank Kotak Mahindra Bank Jammu and Kashmir Bank Yes Bank Federal bank of India Table: Cont...

16 Table: Cont Karur Vyasa Bank Indusind Bank Ing Vyasa Bank 5 5 private sector bank Source:-Questionnaire-1, section-1, Question no-9 and 1 Graph: Classification of according to their public sector bank and private sector bank Number of bank Percentage % 281

5 5 5 5 5 5 5 5 5 5 5 4 3 2 1 5 5 5 5 5 5 5 5 5 5 Number of bank Percentage % Analysis:- The above table 6.2.1 graph 6.2.1 show that 1.

From every bank of public sector banks and private sector banks, 5 have been selected. 6.2.

17 Number of bank Percentage % Analysis:- The above table graph show that 1. 5 belongs to public sector banks and 5 belongs to private sector banks. 2. From every bank of public sector banks and private sector banks, 5 have been selected Classification of according to multiple bank transaction with banks In the present study, an effort has been made to find out how many transact with multiple bank because if transact with multiple banks, need CBS branch (Core Banking Solution) or 282

internet banking. CBS branch are not available in small banks and the small cities areas. So internet banking is a lasting solution to make a transaction. Sr No. Table: -6.2.

18 internet banking. CBS branch are not available in small banks and the small cities areas. So internet banking is a lasting solution to make a transaction. Sr No. Table: Classification of according to multiple bank transaction Multiple bank transaction % 1 Yes No Source:-Questionnaire-1, section-2, Question no-11. Graph: Classification of according to multiple bank transaction Yes No 283

19 Analysis Above table and Graph show that 1. Multiple bank transactions have been used by 44.2% in public sector banks and 47.2% in private sector banks. 2. Multiple bank transactions have not been used by 5.8 % in public sector banks and 2.8 % in private sector banks. Sr No Classification of according to using telephone banking per month In the present study an effort has been made to find out how many respondent uses telephone banking because it is a one of the types of virtual banking. Telephone user Table: Classification of according to telephone user Private sector % 1 1 times to 3 times to 5 times to 1 times Over 1 times Source: Questionnaire-1, section-2, Question no

Graph:-6.2.3 Classification of according to telephone user 35 3 25 158 2 137 15 1 5 67 8 126 149 53 55 85 9 1 times 2 to 3 times 4 to 5 times 6 to 1 times Over 1 times Analysis Above table 6.2.3 and graph 6.

20 Graph: Classification of according to telephone user times 2 to 3 times 4 to 5 times 6 to 1 times Over 1 times Analysis Above table and graph show that 1. 1 time telephone user in public sector banks are 8% and in private sector banks are 6.7% to 3 time telephone user in public sector banks are 12.6 % and in private sector banks are 13.7% to 5 time telephone user in public sector banks are 14.9 % and in private sector banks are 15.8% to 1 time telephone user in public sector banks are 5.5 % and in private sector banks are 5.3%. 285

21 5. Over 1 time telephone user in public sector banks are 9. % and in private sector banks are 8.5 %. 6. Highest percentage of respondent using telephone banking services in both public sector and private sector banks are 4 to 5 times 3.7%. 7. Lowest percentage of respondent using telephone banking services in both public sector and private sector banks are over 1 times 8.5 % Classification of according to access internet An effort has been made to find out how many respondent access internet banking services. Sr No. Table: Classification of according to their access internet Access internet % 1 Yes No Source: Questionnaire-1, section-2, Question no

Graph:-6.2.4 Classification of according to their access internet 5 45 4 35 3 25 2 15 1 5 46 Yes 452 4 No 48 Analysis Above table 6.2.4 and graph 6.2.4 show that 1.

22 Graph: Classification of according to their access internet Yes No 48 Analysis Above table and graph show that 1. 46% access internet banking services in public sector banks and 45.2% in private sector banks. 2. 4% do not access internet banking services in public sector banks and 4.8% in private sector banks Classification of according to purpose of visiting bank branch Respondents visit bank for particular activities or its requirement. Respondents visit branch for withdrawing cash, deposit cash, balance inquiry, and loan purposes. High customer satisfaction and retention extend the customer tolerance for service failure and increase customer loyalty. So banks 287

Sr No. always try to satisfy their customers by providing such service, which is required by customers. Table: -6.2.

23 Sr No. always try to satisfy their customers by providing such service, which is required by customers. Table: Classification of according to purpose of visiting a bank Bank service branch % 1 Cash withdraw Make deposit Get advice Balance inquiry Any other Source: Questionnaire-1, section-2, Question no-14 Graph: Classification of according to purpose of visiting a bank branch Any other 6 Balance inquiry Get advice Make deposit Withdraw cash

24 Sr No. Analysis Above table and graph show that 1. Maximum 15.9% in public sector banks and 17.9% in private sector banks visit their banks to get advice about the scheme % in public sector banks and 14% in private sector banks visit their banks to make deposit % in public sector banks and 1.3% in private sector banks visit their banks to withdraw cash Classification of according to performing activities on line Respondents performed various activities on-line like purchase product, sell product, tax filing, banking advice and money transfer. These types of activities are useful for banks to identify which types of service are provided to the customers. Here the researcher has made an attempt to present data about opinion regarding performing various activities online. Table: Classification of according to their use of performing activities on-lines Performing activities on on line Private sector % 1 Purchase product Sold product Tax filing Banking advice Money transfer Source: Questionnaire-1, section-2, Question no

25 Graph: Classification of according to their use of performing activities on-lines Money transfer Banking advice Tax filing Sold product Purchase product Analysis Above table and graph show that % of public sector banks and 1.9 % of private sector banks perform on line activities for product purchase % of public sector banks and 11.4 % of private sector banks perform on line activities for sold purchase % of public sector banks and 13.7 % of private sector banks perform on line activities for tax filing % of public sector banks and 9.2 % of private sector banks perform on line activities for banking advice. 29

26 % of public sector banks and 4.8 % of private sector banks perform on line activities for money transfer Classification of according to using web browser In present study research study, an effort has been made by the researcher to find out which web browser is preferred by the for on line banking. The details are shown in below table. Sr No. Name of web browser Table: Classification of according to using web browser % 1 Internet Explorer Opera mini Mozila firefox Netscape Safari Google crome Any other Source: Questionnaire-1, section-2, question no

Graph:-6.2.7 Classification of according to using web browser 35 3 25 2 137 149 15 98 1 5 171 88 137 37 29 54 46 25 29 Analysis Above table 6.2.7 and graph 6.2.7 show that 1.

27 Graph: Classification of according to using web browser Analysis Above table and graph show that 1. Internet explorer web browser has been preferred by maximum 17.1 public sector banks 13.7 private sector banks. 2. Google chrome web browser has been preferred by minimum 2.9 public sector banks 2.5 private sector banks Classification of according to using of operating system The researcher has been trying to find out that which operating system respondent can prefer to use. It is useful for making a decision for bank that 292

Sr No. which operating system supported internet banking services should be provided to its customer. Table: -6.2.

28 Sr No. which operating system supported internet banking services should be provided to its customer. Table: Classification of according to their use of operating system Operating system % 1 Window Mac Linux Android Any other Source: Questionnaire-1, section-2, Question no-17 Graph: Classification of according to their use of operating system Window Mac Linux Android Any other 293

29 Analysis Above table and graph show that 1. Window operations system is used by maximum 28.2% in public sector banks and 22.6% in private sector bank. 2. Mac operating system is used by minimum 6.3% in public sector banks and 5.3% in private sector banks. 3. Linux operating system is used by minimum 8.4 % in public sector banks and 12.6% in private sector banks. 4. Android operating system is used by minimum 7.1% in public sector banks and 9.5% in private sector banks. Sr No Classification of according to reading bank agreement privacy and securities policies The bank provides various types of services along with but the term and conditions of the services. Customer focus only service and avoids terms and conditions. So researcher has classified how many respondent read agreement and privacy policy of the bank. Reading bank agreement and security policy Table: Classification of according to bank agreement privacy and securities policies 294 % 1 Yes No I don't know Source: Questionnaire-1, section-2, Question no-18

Graph:-6.2.9 Classification of according to bank agreement privacy and securities policies 8 I don't know 18 No 8 14 388 Yes 42 1 2 3 4 5 Analysis Above table 6.2.9 and graph 6.2.9 show that 1. 4.2 % of public sector and 38.

30 Graph: Classification of according to bank agreement privacy and securities policies 8 I don't know 18 No Yes Analysis Above table and graph show that % of public sector and 38.8 % of private sector banks read banks agreement privacy policies and securities of the banks % of public sector and 1.4 % of private sector banks do not read banks agreement privacy policies and securities of the banks Classification of according to unique password Respondents using internet banking services, receive PIN (personal identification number) for operating his account. Respondent also prefer to use unique number, name and sign for banking transactions. Sometimes 295

31 Sr No. face difficulty for froudents person. Hence the researcher has made an attempt to classify according to using a unique password for on-line banking, the details of which are shown in below table. Table: Classification of according to using unique password Unique password % 1 Yes No Source: Questionnaire-1, section-2, Question no-19 Graph: Classification of according to using unique password No 158 Yes

32 Analysis Above table and graph show that % of public sector banks and 34.2 % of private sector banks use unique password for banking transaction % of public sector banks and 15.8 % of private sector banks do not use unique password for banking transaction Banks manager s response according to Innovative banking The researcher has tried to collect bank managers response according to innovative banking. Through self-structured questionnaire, 2 bank managers have been interviewed to fill up the questionnaire. On the basis of response received from the bank managers, the researcher has classified the data into two level of response- positive response and negative response. Its details are shown in below table no (1) and (2) Table: (1) Banks manager s positive response according to Innovative banking Sr. Number of Positive response percentage no. Response response Rank 1 Innovative banking is anyware/anytime Innovative banking save lot of time Mobile banking has a user friendly interface Mobile banking makes banking activities 18 4 hassle free Innovative banking through made financial transactions of even smaller denominations Innovative banking provides lower cost of services Transfer and deposit money easy way Invest in share market Request cheque book on-line View Mini Statements on ATM View Loan statements on-line

12 View Credit Card Statements on-line 2 13 65 16 13 Invest in Mutual funds on-line 2 15 75 9.5 14 Stop payment on cheques immediately 2 18 9 4.

33 12 View Credit Card Statements on-line Invest in Mutual funds on-line Stop payment on cheques immediately Functionality to stop payments Personal Identification Number provision Updating passbook Payment of Bills, like telephone bill, 3 18 electricity bill Transfer and deposit money on-line Check account balance Pay insurance premium on-line Source: Questionnaire-2, Question-4 Graph: (1) Banks manager s positive response according to Innovative banking Pay insurance premium on-line Check account balance Transfer and deposit money on-line Payment of Bills, like telephone bill, Updating passbook Personal Identification Number provision Functionality to stop payments Stop payment on cheques immediataly Invest in Mutual funds on-line View Credit Card Statements on-line View Loan statements on-line View Mini Statements on ATM Request cheque book on-line Invest in share market Transfer and deposit money easy way Innovative banking provides lower cost of Innovative banking through made financial Mobile banking makes banking activities Mobile banking has a user friendly interface Innovative banking save lot of time Innovative banking is anyware/anytime

34 Sr. no. Analysis Above table (1) and graph (1) show that 1. The statements through innovative banking transfer and deposit money on line and updating passbook become fast have received highest positive response 1 % from bank managers of selected banks. 2. The statement through innovative banking View mini statement on ATM has received lowest positive response 4 % from bank managers of selected banks. 3. Other statements have received positive response ranging from 5 % to 95%. Table: (2) Banks manager s negative response according to Innovative banking Number of response Negative response Response Percentage % Rank 1 Time wasted service Theft and fraud Long queues Inconvenient branch locations poor service Poor bank infrastructure Cheque clearance too late shortage of staff shortage of basic infrastructure No service customization Not accessible for 24 hours errors in recording transaction Source: Questionnaire-2, Question-5 299

35 Graph: (2) Banks manager s negative response according to Innovative banking errors in recording transaction 9 Not accessible for 24 hours 8 No service customisation 7 shortage of basic infrastructure 3 shortage of staff 5 Cheque clearance too late 4 Poor bank infrastructure 6 poor service 8 Inconvenient branch locations 1 Long queues 7 Theft and fraud 85 Time wasted service Analysis:- Above table (2) and graph (2) show that 1. The statement Inconvenient branch location has received highest negative response 1 % from bank managers of selected banks. 2. The statement Cheque clearance too late has received lowest negative response 4 % from bank managers of selected banks 3. Other statements have received negative response ranging from 5 % to 95%. 3

36 6.3 Conclusion:- Profile of using innovative banking practices show which types of customers of the bank has. In both public and private sector banks, male respondent more than female respondent, regarding age group maximum respondent belong to 26 to 35 years in both public and private sector bank married are more than unmarried regarding educational qualification maximum respondent belongs to graduate regarding occupation maximum belongs to private service and regarding income level highest belongs to Rs. 51 to Rs. 151 income. Multiple bank transactions users are more in both public and private sector bank. 4 to 5 times telephone users are highest, internet banking services assessors are more, maximum visit their banks to get advice on-line activities with their bank, highest use internet explorer (IE) for on-line banking, window operating system is used by maximum, general tendency among is to read bank privacy policies and security policy of banks and more are use unique password for banking transaction. The statements through innovative banking transfer and deposit money on line and updating passbook become fast have received highest positive response 1 % from bank managers of selected banks. The statement through innovative banking View mini statement on ATM has received lowest positive response 4 % from bank managers of selected banks. The statement Inconvenient branch location has received highest negative response 1 % from bank managers of selected banks. The statement Cheque clearance too late has received lowest negative response 4 % from bank managers of selected banks. 31

SUGGESTIONS ARE INVITED FOR IMPROVING PERFORMANCE OF PUBLIC SECTOR BANKS

SUGGESTIONS ARE INVITED FOR IMPROVING PERFORMANCE OF PUBLIC SECTOR BANKS N.B: The information provided below highlights the performance of Public Sector Banks vis-à-vis Old Private Sector Banks and New