Professional Documents
Culture Documents
REVIEW OF LITERATURE
related areas of the subject to find out and to fill up the research gaps, if any. The
communication is of a rare dream. It has enlarged the role of banking sector in the
economy with quick and easy process for financial transactions and payment. The
banks with the latest technology and techniques are more efficient in facing the
competitive financial market and succeed. They have been able to generate more
and more business resulting in their greater profitability. Various empirical and
theoretical studies have been undertaken at the national and international level to
(ICT) on banking sector, customers, service quality and payment system. From the
customer angle, the studies primarily focus upon- why customers choose
banking, mobile banking, internet banking, website services, ATMs, etc. These
services have improved the satisfaction level of customers through the reduction
terms of time saving and attending the customers at the branches. The review of
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different marketing decision areas in banks and information needs for making
information system to commercial banks and various factors which can make the
strategies and solutions in Indian public sector banks” highlighted Post VRS
He pointed out the synergy of Mergers & Acquisitions and some of the challenges
which is a permanent asset bringing regular income rather than mere hardware
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Big” discussed the recent trends in E-banking, and he focused on federal bank – IT
it is only logical to use IT as an effective enabler and facilitator for meeting the
customers, they need new products and convenient delivery channels, which can
service quality taking into consideration the unique attributes of each delivery
channel and other variables that have a potential influence on quality issue. The
model revealed that the automated service quality in banks can be conceptualized
Service Quality, Internet Banking Service Quality, Core service Quality and Price.
P. Siva Rama Prasad (2005)6 in his research paper entitled “Is ATM Cost
concluded that reduction of Cost is Profit and hence Automated Teller Machine is
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Divide and Future of Retail Banking” discussed some of the issues pertaining to
banking can provide customers a seamless route to access retail financial services
with low transaction cost. He felt that it is popular only in a few parts of the world.
According to him, with the growing use of internet and other electronic channels
context. The study revealed that Convenience is the main motivator for consumers
consumers and the growing importance of deep levels of consumer support for
service are the reasons for the success of providing internet banking. Hence, it was
suggested by the study that the banks have to understand adoption of internet
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bankers in India and the emerging challenges for the training system in this regard
are considered and commented upon. The paper emphasized the paramount need
for organizations to get into the continuous learning mode to succeed and survive
suggested that the studies on computerization in banking are very few. Even these
studies have not made any attempt to examine the impact of computerization on
Public Sector Banks in Andhra Pradesh with special reference to Andhra Bank and
perception about internet banking and how to improve the usage rate. The study
revealed that education, gender and income play an important role in the usage of
internet banking.
explored the major factors responsible for Internet banking based on respondents’
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Role of Perceived Usefulness, Perceived Ease of Use, Security and Privacy and
usefulness, ease of use, security and privacy and customer attitude can poster
customer adaptation and found that these are significantly and positively related to
customer adaptation.
transformation in Indian Bank is taking place with different parameters and the
curve of banking services are dynamically altering the face of banking from
customers of e-banks are satisfied with the different e-channels and their services,
but the lack of awareness is a major obstacle in the spread of e-banking services.
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internet banking and its perception of Malaysian online customers”. The purpose
Meanwhile factor analysis was performed to extraction and make initial decision
effects of the explanatory variables. This study showed that only protected
“Adoption and Use of Internet Banking in Zimbabwe” sought to explore the extent
also investigated the challenges they face in the adoption of their technology. The
result showed that while majority of the banks in Zimbabwe are adopted internet
banking, usage levels have remained relatively low, as not many customers are
using this innovation in Zimbabwe. It also revealed that compatibility with the
existing legacy system, cost of implementation and security concerns ranked high.
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promote the usage of internet banking among customers and also the policy
case of Qatar” with the purpose to evaluate the service quality in retail banking in
the Middle East in general and Qatar in particular, based on different levels of
perception is highest in the tangible area and lowest in the competence area.
Study in India” evaluated the service quality of internet banking services in India
They observed that customers are satisfied with the reliability of the service
provided by the banks but are not satisfied with the user-friendliness, privacy and
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understand the service quality and identify the models that managers in the service
industry can employ to improve quality and to identify the models that can be used
towards internet banking with reference to Private and Foreign banks in India”
analysed the differences in risk perceptions between bank customers using internet
banking and those not using internet banking and revealed that risk perception in
terms of finance, psychology and safety risks among customers not using internet
was more in case of customers not using the internet. Hence, the study
recommended for proper training to customers for using i-banking, to create a trust
in the minds of customers towards security of their accounts and make their sites
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employed to study the perceived usefulness, perceived ease of use, social pressure,
perceived enjoyment and fun, as well as the perceived complexity of IT usage and
Klang Valley, in Malaysia. The location of the survey was selected in view of its
other locations in Malaysia. The results of the study established that perceived
bankers in Malaysia. Overall, the results of this study are valuable to both
researchers and bank management in providing new insights about the IT from
particular age group have only used those services effectively and their
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site design. The study concluded that these dimensions are the determinants of
Mosehale (2010)23 carried out a study to assess the impact of service quality on
customer loyalty and relativity, empathy and assurance are the dimensions playing
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customers’ satisfaction and awareness level towards Islamic Banking industry and
the relationship between different demographic variables and the satisfaction and
awareness of the customers. The study indicated that awareness towards Islamic
products like current account, fixed deposit is good. It also found that customers
are not aware of the financial products offered. The study suggested to create
awareness about the products provided by the banks and insisted on the provision
of network.
investigated the factors affecting the acceptance of e-banking services among adult
customers and the level of concern regarding the security and privacy issues. The
study found that adult customers are willing to adopt online banking if banks
provide them necessary guidance and it recommended that the bank should
segment the market on the basis of age group and provide them necessary
customers’ perception. This study is based on the survey and the data which is
collected through the issue of questionnaire to the bank’s customer. The results
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services. The empirical findings not only determine the different parameters also
improve and spread the awareness of electronic banking products and services to
technology and the service quality in the banking industry in Kenya. The study
regular basis.
study revealed that mostly customers prefer internet banking (IB) services over
branch banking due to reliability, convenience, speed, safety and security, cost
effectiveness, user-friendly, and error free system. In contrast, the parallel finding
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services. The services which are not in Pakistan e.g. Cash depositing facility
ATM machines, Payment of utility bills through internet are found most required /
demanding services by the customers in this study. This study will help the banks
that how they can improve the level of online banking services in Pakistan and
what are the potential issues or services that should be introduced in the society to
facilitate the customer in a better way and to compete with their rivals in banking
industry as a whole.
the Nigerian banking industry. The findings revealed that, customers perceived
service and also create accessibility, smooth and mutual relationship between
customers and bank. The study concluded that Information Technology has
banking practices in Nigeria. It, therefore, has become a ‘need to have’ and a ‘nice
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Coimbatore City” aimed to assess the need and importance of service quality and
review the existing practice followed by the commercial banks in the area of
service quality in Coimbatore City. The study was carried out by obtaining the
perception of customers of State Bank of India and ICICI Bank. The study used
find out the discrepancies in the consumer perception level and also a provision of
evaluated the service quality of State Bank of India by identifying the major
study revealed that tangibility is the major factor responsible for customer
satisfaction.
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The study revealed that electronic revolution has made it possible to provide ease
continuous decision of the adoption of M-Banking in Kerala. The study was taken
up under the backdrop of the issues faced by the banks to attract more customers
irrespective of the huge mobile penetration in the country. The study used
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quality, satisfaction and continuance intentions. The study also highlighted the
perceptions of the risk involved in banking, adverse impact on service quality and
satisfaction.
towards retail banking services offered by the banks. It is indicated that customers
case of services, reliability, tangibles and time duration. The study suggested to
Online Banking and ATM services in Malaysia” tried to identify the effects of
services offered by Malaysian banks through online media and ATMs on customer
satisfaction. The study used Service Quality Model to compare the difference
between satisfaction and expectations level in order to find out the dimension that
needs to be improved. The study also used Two-way ANOVA to identify the
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affecting the acceptance of e-banking services among the customers and also
indicate the level of concern regarding security and privacy issues in Indian
context. The finding depicted many factors like security and privacy and
customers. The finding also showed that if banks provide them necessary guidance
and ensure safety of their accounts, customers are willing to adopt e-banking.
assessing the service delivery. The study revealed that majority of the respondents
popularity of branch were main reasons to prefer the particular branch by the
customers.
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the quality of e–banking services provided. The study revealed that the quality of
The paper recommended that various measures should be put in place to ensure
questions and using mixed password such as the use of alphanumeric amongst
others. The paper concluded that e –banking has become important phenomenon
in the banking industry and it will continue as more progress and innovations are
facilities. The results of the study revealed that majority of the E- banking users
are males, belonging to young age group with high educational status and higher
income compared to non E-banking users. Most of the non E-banking users were
aware of E-banking and showed willingness to use E-banking facilities. The main
purpose of using E-banking facilities is for getting credit and debit alert; time
saving was the most important factor which influenced the adoption of E-banking
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factors which discriminating the user and non- user of E-banking. The customer
perceived usefulness, perceived ease of use and perceived risk on use of internet
banking. The result of this study showed that Perceived Use, Perceived ease of use
and Perceived risk are the important determinants of online banking adoption.
perception, and preference of internet banking between urban and rural banking
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major factors that influence online customers’ satisfaction with the overall service
quality of their banks. This study also helped in assessing the power of these
factors in the context of Online (Internet) banking and would, therefore, help the
bank management not only in improving the level of satisfaction but also
strengthening the bond between the banks and their customers, thereby helping
indicated that the ICT channels have positive impact on the customer satisfaction.
It also revealed that some characteristics such as availability of cash and location /
proximity of ATM and time to process have very high influence on satisfaction in
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quality of service both transaction based and IT Enabled in terms of its constituent
factors in public, private and foreign banks by assessing the extent of use of
services especially the IT enabled services in these bank. It also analysed the
factors affecting customer satisfaction with quality service. The study showed that
the customer of nationalized banks were not satisfied with the employee behavior
and infrastructure while customers of private and foreign banks felt that the
charges were high and found difficult in accessing the service and communication.
increasing the number of branches for easy accessibility in case of private and
foreign banks.
satisfaction in e-banking.
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reference to State Bank of Hyderabad and Andhra Bank. The study revealed that
the computerization saves time and ensures fastness in service. The study
consumers. The study used purposive sampling technique to gather data from 288
students from a public university in Ghana. The study revealed that the critical
features that influenced customers’ choice of banking products and their adoption
were convenience, reliability, security, flexibility, time saving and ease of use. The
most popular innovative products were Automated Teller Machines and E-zwich.
Telephone banking and credit cards were not very popular. Due to the low usage
Er. Vishal Goyal and Mrs.Ganna Goyal (2012)49 carried out a study on
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Internet Banking was done and it showed that risk perceptions in terms of
financial, psychological and safety risks among customer not using the internet
was more meaningful than those using internet banking. Customers not preferring
to use internet banking thought that they would be swindled when using this
service, and therefore, are particularly careful about high risk. It recommended
that Banks should try their level best by providing the best security options to the
customers.
study aimed to “plug” the gap between the perceived experiences and level of
private sector banks namely HDFC bank, Axis bank and ICICI bank. The study
feature, Information on the site, Linking feature, Service feature, Customer care,
Security system, Service usage, and Unique feature. The respondents preferred the
banks for customer responses, Login feature, Security system, and Service usage
of HDFC bank and Linking feature, Service feature, and Service usage of AXIS
bank, and Login feature, Information on the site, and linking feature of ICICI
bank. The respondents also preferred internet banking over manual banking for
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customer perception towards the usefulness and willingness to use e-banking. The
study revealed that Consumers are using various services provided by their
respective banks and the highest used services are the ATM & bill payment across
Perception About Internet Banking: The Case of Odisha” aimed to present a bird’s
eye view on internet banking in the Indian banking context and the current trends.
The objective of the study is to determine those factors that influence the
formation of attitude towards internet banking and their relation to the use of
internet banking services. The study identified the challenges of the banks as
Analysis and Reliability Test” examined the rural consumer preference about the
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quality levels through SERVPERF measuring scale (Croin, 1992) in rural market.
This study concluded that most of the private banks like ICICI, Federal bank etc.,
project to enter rural market. Rural people have less knowledge about the banking
special Reference to Punjab National Bank” made an attempt to find out whether
and whether there is any gap existing between the perceived value and the
the use of e-banking and their expectations from e-banking. The findings of the
study revealed that the customers are satisfied with the quality of e-banking
system architecture and design will help in managing operational and security
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given training to match their skill with the requirements of changing environment.
Attitude and Perception towards Internet Banking: A Case Study” tried to identify
the factors responsible for customers’ attitudes and perceptions towards emerging
internet banking sector. It also revealed the importance of the key variables
psychometric factors are analyzed and the results are compared with those
obtained without psychometric input. Extensive analysis of the data revealed that
attitudes of the customers play important roles in increasing the productivity with
difference exists in usage of mobile banking and SMS banking with reference to
demographic factors. The quality of the service also influences the customers to
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the banks using the information technology in the banking industry. In this study,
a comprehensive survey has been conducted to know the perceptions and extent of
acceptability of IT among the bank customers. The study highlighted the extent of
awareness and usage of the services and products in society regarding the use of
IT in banks. To cap it all, this study will be helpful to the society and also to the
nation by helping to make policies to turn our banks globally competitive by the
full adoption of IT. It will also add to the knowledge of existing literature.
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2005, PP.150-157.
6. P. Siva Rama Prasad “Is ATM Cost Effective?”, IBA bulletin, July 2005.
54
http://www.cdac.in/html/pdf/Session3.3.pdf.
12. Nadin Jehangir and NoorJahan Begum, “The Role of Perceived Usefulness,
14. Ahasanul Haque, Arun Kumar Tarofder, Sabbir Rahman and Md Abdur
15. Dube Theilani, Chitura Tofora and Runyowa, “Adoption and Use of
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and Service Gaps in Selected Public, Private and Foreign Banks”, 2009,
http://ssrn.com
pp.144-155.
http://mpra.ub.um.muencen.de/39767.
22. Kambiz Heider Zadeh Hanzace and Tooraj Sadeghi (2010), “Measuring
56
pp.874-880.
2010, pp.57-66.
24. Naveed Azeem Khattak and Kashif. Ur. Rahman, “Customers’ Satisfaction
25. Neha Dixit, Dr. Saroj K. Datta, “Acceptance of E- Banking Among Adult
27. Thomas Ogoro, Peterson Obara, Magutu Stephen Onscrio Nyamwange and
pp.151-164.
57
pp.1-15.
32. Dr. Muhammed Ehran Malik, Basharat Nasem, Zoune Arif, “How Do
58
34. G. Reji kumar and D. Sudharani Ravindran (2011), “An Empirical Study on
36. Hazlina Abdul Kadir, Nasim Rahmani and Reza Masinali (2011), “Impact
pp.1-72.
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July-2011, pp.108-116.
41. Rahmath Safeena, Hema Date and Abdullah Kammani, carried out a study
2011, pp.187-198.
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2012, pp.162-172.
49. Er. Vishal Goyal and Mrs.Ganna Goyal, “Customer perception Towards
2229-6166, 2012.
2231-5780.
61
52. Manoranjan Dash, Prafulla Kumar Swain, Ganesh Prasad Das, Alaka
pp.143-153.
54. Ranjit Kumar Sahoo and Sukanta Chandra Swain, “Perceived Value and
pp.64-75.
pp.76-79.
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