difference was insignificant. The study concluded that both SBI and ICICI are providing efficient services. The recent surveys have shown that SBI Bank has improved upon the customer and internet banking services. Hence the customers of SBI have equal advantages of E Banking services and there is not much significant difference in perception of services by the customers of two banks. The study tested if customers preferred equal usage of all the eight identified E Banking services of SBI bank and ICICI bank. The study revealed that the SBI customers used balance check as highest one followed by request from cheque book in second and Bill payment in third position. They least used tax payment facility .Similarly the customers of ICICI Bank used ATM the most and Tax payment ,online shopping by debit or credit card and bill payment in second ,third and fourth position respectively . The Electronic Fund Transfer was least used. From the feedback received through questionnaires filled by the customers of SBI and ICICI bank, it is clear that most of the customers are using the E Banking services provided by the banks. 51
LIMITATIONS: Besides the success of the research work, there were certain limitations which were faced by the researcher. The information collected is mainly primary data and the accuracy is subject to the responses received. Due to lack of time the good amount of data collection was not possible so research had to rely on limited data of sample size of 100 respondents only The research was only focused on two banks . The ICICI bank was taken as representative of Private sector Bank and SBI was taken as representative of Public Sector Bank The research only focused on few branches of Delhi region The customers were not interested in filling questionnaire because of their busy schedule. 52
SCOPE OF THE FURTHER STUDY In this research there is a wide scope for further study. The researcher has taken only the 3 branches of SBI and ICICI Bank in Delhi under the study, so the other branches of SBI and ICICI Banks could also be taken for study. The research is conducted in Delhi and a similar study can be conducted in other areas to make the research results more specific. This study may also include large number of respondents from both the banks. This study can be further extended to other Private and Public Sector Banks. The above findings reveal that the awareness of E Banking services, its adoption and usage rate has increased with time but still many people are unaware and many of them are non users. The findings of the paper have lead to formulation of certain suggestions and recommendations for the banks to increase the E Banking usage. Summing up: Overall the result was that the customers of both the SBI and ICICI are aware about the various ebanking services provided by the bank. The customers not opting for ebanking service had security concerns. Therefore there should be initiatives on the part of the banks to remove the security risk and improve the services. 53
CHAPTER - 4 RECOMMENDATIONS OF THE STUDY 54
RECOMMENDATIONS OF THE STUDY RECOMMENDATIONS OF THE STUDY To promote E Banking services and to have a bank wide usage and adoption it is necessary that banks educate the non using customers about the benefits and advantages of E Banking. Banks should look forward to have some tie ups with other financial institutions to increase the service base. The major concerns of E Banking are security threats and privacy issues which will have to be dealt with to ensure long term survival. More technologically advanced security features should be deployed by the banks. Mobile banking is also getting popular in the segment of internet banking SBI is providing mobile banking with limited features. To keep pace with the private sector banks The Public sector banks need to provide more mobile features. The service charges of E Banking services should be nominal to attract more customers and increase the customer base. The employees of public sector banks should be trained about the E Banking services so that they can further encourage and educate the customers to use E Banking services. 55
SUMMING UP: The chapter discusses certain suggestions, the implementation of which will lead to greater adaption of ebanking services by the customers of SBI and ICICI bank. These suggestions will help the organizations to attain greater commitment with the customers and also help in increasing the customer base of the organization which will result in more productivity of the banks. 56
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Daniel, E. (2011), Provision of electronic banking in the UK and Republic of Ireland, International Journal of Bank Marketing, Vol.17(2), pp. 72-82. Durkin, M., Jennings, D., Mulholland G. and Worthington, S. (2008), Key influencers and inhibitors on adoption of the Internet for banking, Journal of Retailing and Consumer Services, Vol.15, pp. 348-357. Eriksson, K., Kerem, K., & Nilsson, D. (2008), the adoption of commercial innovations in the former Central and Eastern European markets. The case of internet banking in Estonia‖, International Journal of Bank Marketing, Vol.26 (3), pp. 154-69. genteno, C. (2004), Adoption of Internet services in the Acceding and Candidate Countries, lessons from the Internet banking case, Telematics and Informatics,Vol.21,pp.293-315. hou, D., & Chou, A.Y. (2003), A Guide to the Internet Revolution in Banking, Information Systems Management, Vol.17 (2), pp. 51-57. S. and T. Overton(2010), \"Estimating Nonresponsive Bias in Mail Surveys,\" Journal of Marketing Research,Vol. 14, No. 3:396-402, 1977. 58
ANNEXURE 59
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