Chapter 3: Research Design

3.1 Introduction

Research methodology is an important aspect which gives an idea about the process and steps
that have been taken to complete the project. It states the questions that the project tries to
answer fully and gives the objectives that the project is based on and focuses on.

It tells the steps that have been taken to complete the project and from where the data has
been collected and how it has been collected. It also specifies the tools which can be used for
analyzing the data collected for the project.

3.2 Research Questions

This is the first step in the project formation as it throws light on the questions that the project
will answer to the deep extent. This project focuses on the questions regarding the e-banking
services provided by the Indian government bank. The project intends to find the answers of
the questions of identifying the customer satisfaction level and lop holes in Indian
government bank. Another important question that needs to be answered is what the major
problem faced by the customer in using e-banking. Another important question is to find out
the service level difference between Indian government bank and private bank, Thus this
project intends to find the answers of such questions and provide the necessary
recommendations that can be proved beneficial to society and Indian government banks.

a. What is the awareness level of e-banking?

b. What is attitude of customer towards e-banking?
c. What are problems with the e-banking of government banks?

3.3 Research Objectives

In order to realize the set research question, certain research objectives are derived in
alignment with it. These research objectives would then assist in fulfilling the desired
research question. The research objectives of this study are as follows
 • To study the awareness level of e-banking.
• To identify which type of e-service is used by customer
• To identify the service level difference between government banks and private banks
• To identify what are the e-service problem faced by the customer.
• To study the loop holes of e-services of Indian government bank.
• To suggest some measures to improve service level.

3.4. Research design

3.4.1 Research Tool

Questionnaire was designed, to fulfill the research objectives, on the set parameters. The
questionnaire comprised of 27 questions. Nominal and ordinal scales were used in the
questionnaire. Rating scales employed were category and numerical scales. The questionnaire
consisted mainly of close ended questions with exhaustive options. There were few open
ended questions as well to provide the respondent the flexibility to answer.

3.4.2 Sampling

Entire population cannot be studied hence a sample is drawn that could represent the entire
population.. Hence the sampling unit chosen was individual. Convenience sampling was done
and the sample size chosen was 150.

3.4.3 Data collection

Data was collected by conducting the survey in the city of Allahabad. The survey duration
was 1week. The questionnaire was personally administered so to ensure seriousness of
respondents and validity of data.

3.4.4 Data Analyses

Data collected through questionnaire by conducting survey was analysed. An analysis was
done by cross tabulation and frequency tables by calculating percentage. The variable used
for cross tabulation was bank type and in some question education level and income .. The
software employed for doing the analyses was MS Excel.
3.4.5 Interpretations & Findings

After analyzing the data through cross tabulation and frequency tables, data was interpretated
and certain findings were drawn. The findings so drawn would decide that how the research
question has been answered.

3.5 Concluding remark

This project has been designed to find out the awareness level of e-services ,trust on the e-services
and difference between the working style of private banks and governments bank. Questionnaire
contains all the aspect of research