An Emperical Analysis on the Behaviour of the Internet Banking Users

Topics: Bank, Online banking, Credit union Pages: 14 (3142 words) Published: July 9, 2013
A PROJECT REPORT

ON

“AN EMPERICAL ANALYSIS ON THE BEHAVIOUR OF THE INTERNET BANKING USERS”

SESSION 2012 - 2014

UNDER THE GUIDANCE OF

LECTURER

SUBMITTED BY

ACKNOWLEDGEMENT

I express sincere thanks to my project guide Ms. for guiding me right from the inception till the successful completion of the project. I sincerely acknowledge her for extending her valuable guidance, support for literature, critical reviews of project and the report and above all the moral support she had provided to me at all stages of this project. I would also like to thank the supporting staff of for their help and cooperation throughout my project.

And lastly but not least I would like to express my sincere gratitude to my parents who always supported and boosted my moral throughout the course of this study.     

ABSTRACT

Internet banking has evolved over the last decade from product brochure ware, to a complete financial marketplace for its online customers. Banks see Internet banking as the key channel for growth and customer retention. As such, the online banking model has moved from tactical and lower cost customer service, to a more strategic form of customer engagement. Many banks have adopted the latest technologies and added new Internet banking functionalities and features to stay ahead of the competition. However, when measured by key performance indicators such as customer growth, revenue growth, etc., the value delivered varies from bank to bank. While some banks achieve better customer response and retention from adding new technology/feature bells and whistles, others have received moderate to poor acceptance, which has undermined their return on investment. The challenge is to find the right approach and leverage the right mix of technology and features that keep customers happy and transacting over an extended period of time. This study conducted, to know exactly customer behaviour towards internet banking services also study on factor influencing for decision making process. . Data was collected from a sample of 80 respondents aged from varied age group .The factors are based on the certain variables used in the survey. These variables were aimed at identifying the factors that influenced the choice of bank . SPPS technique-factor analysis has been used in this research. After analyzing the findings of the study, we propose that the main factors which influence the choice of consumer in selecting the Bank are Basic Banking Functions , Convenient , Quick transactions with reference , Ease of transactions , Anytime Accessibility and Online shopping .

TABLE OF CONTENTS

CHAPTER 1:INTRODUCTION
1.1:About The Industry………………………………………………………………..6 1.2:History ……………………………………………………………………………..7 1.3:SWOT Analysis …………………………………………………………………………8

CHAPTER 2: LITERATURE REVIEW………………………………………………….............9

CHAPTER 3: RESEARCH METHODOLOGY
3.1: Research objectives……………………………………………………................................................10
3.2: Research Design………………………………………………………..................................................11
3.3: Research Instruments…………………………………..........................................................................11

CHAPTER 4: DATA COLLECTION
4.1 Primary Data…………………………………………………………………………............................12
4.2 Secondary Data……………………………………………………………………………...................12

CHAPTER 5: DATA ANALYSIS AND INTERPRETATION
5.1: SPSS Analysis …………………………………………..........................................................................13
5.2: Observations and Findings …………………………………………………………………….…..17

CHAPTER 6 RESEARCH FINDINGS AND CONCLUSIONS
6.1: Findings……………………………………………………………………………..21 6.2: Conclusion ……………………………………………………………………....….22...
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