Research Report On E-Banking and Its Effect

A Research Report
Subject Code: 536276(76)

On
Effect of E-banking on customer satisfaction
Submitted for partial fulfillment of requirement for the award of degree

Of
Master of Business Administration

Of
CHHATTISGARH SWAMI VIVEKANAND TECHNICAL UNIVERSTY BHILAI (C.G.) Session 2012-14
Supervision By: Prof. Gazala .Y. Ashraf Designation No.5057612094 Department FOM
Submitted by:
Priyanka Sahu Roll MBA II SEM. Section A
FACULTY OF MANAGEMENT
DISHA INSTITUTE OF MANAGEMENT AND TECHNOLOGY
(Disha Education Society)
1 Consumer perception towards Home Loan
By: Sujeet Pandit
Satya Vihar, Vidhansabha-Chandrakhuri Marg, Mandir Hasaud, Raipur (C.G.) 492007
DECLARATION
I the undersigned solemnly declare that the report of the project work entitled Effect of E-banking on customer satisfaction, is based my own work carried out during the course of my study under the supervision of Prof. Gazala Y. Ashraf. I assert that the statements made and conclusions drawn are an outcome of the project work. I further declare that to the best of my knowledge and belief that the project report does not contain any part of any work which has been submitted for the award of any other degree/diploma/certificate in this University or any other University.
__________________ Priyanka Sahu Roll No.: 5057612040
By: Sujeet Pandit
CERTIFICATE BY GUIDE This to certify that the report of the project submitted is the outcome of the project work entitled Effect of E-banking on customer satisfaction carried out by Priyanka Sahu bearing Roll No.:5057612040 & Enrollment No.:AK5419 carried by under my guidance and supervision for the award of Degree in Master of Business Administration of Chhattisgarh Swami Vivekananda Technical University, Bhilai (C.G), India. To the best of the my knowledge the report i) ii) iii) iv) Embodies the work of the candidate him/herself, Has duly been completed, Fulfils the requirement of the ordinance relating to the MBA degree of the University and Is up to the desired standard for the purpose of which is submitted.
_______________________ (Signature of the Guide) Prof. Gazala Y. Ashraf Asst. Prof. Faculty of Management
DISHA INSTITUTE OF MANAGEMENT AND TECHNOLOGY
Satya Vihar, Vidhansabha-Chandrakhuri Marg, Mandir Hasaud, Raipur (C.G.) 492007
The research report as mentioned above is hereby being recommended and forwarded for examination and evaluation.
By: Sujeet Pandit
CERTIFICATE BYTHE EXAMINERS This is to certify that the project entitled Consumer perception towards Home Loan Submitted by Priyanka Sahu Roll No.:5057612040 Enrollments No.:AK5419. Has been examined by the undersigned as apart of the examination for the award of Master of Business Administration degree of Chhattisgarh Swami Vivekananda Technical University, Bhillai (C.G.).
________________ __________________ ________________ __________________ Name & Signature of of Internal Examiner Date: Forwarded by Dean Faculty of Management Name & Signature External Examiner Date:
By: Sujeet Pandit
ACKNOWLEDGEMENT
I would firstly like to express my gratitude towards my guide PROF: Mrs. Gazala for having so much flexibility and guiding in such a way that I was really learning the subject all the time. She help in deciding the project topic .She showed a lot of approach openness and I would like to thank for her support in a way that has lead to proper and effective learning. I respect and thank Prof. Gazala A., for giving me an opportunity to do the project work in Consumer perception towards home loan and providing us all support and guidance which made me complete the project on time. I am extremely grateful to her for providing such a nice support and guidance though she had busy schedule. I would not forget to remember Prof. Suresh Pattanayak, Prof Rupesh Kr. Tiwari and all faculty members for their unlisted encouragement and more over for their timely support and guidance till the completion of our project work. I heartily thank our internal project guide, Dr.R.S.Mohan, Dean , Department of Management, for his guidance and suggestions during this project work. I am extremely thankful to all those persons who have positively helped me and customers who respond my questionnaire, around whom the whole project cycle revolves.
Name: Priyanka Sahu Roll.No.: 5057612040 MBA 2nd Semester Section-A Appendix VI
By: Sujeet Pandit
Preface
This report presents the research, findings and recommendations resulting from the project, Consumer perception towards Home Loan, supported by Prof. Gazala A. Ashraph and authored by the Dean. The objective was to compile and synthesize information on the status of Consumer perception. In so doing, it lays the foundation for the development of bank resources management decision support system that will facilitate scientifically sound decision making. The involvement in this project reflects its long-term interest in Consumer perception towards Home Loan management activities consistent with its mandate to promote the orderly, integrated and comprehensive development, use and conservation of the loan. This report has benefitted from the significant input and collaboration of numerous partners that comprised a Project Management Team (PMT). The findings and recommendations of this report address data and information gaps and needs, and provide valuable information for guiding the next steps in the process of developing a decision support system. This report, and the projects many associated components, provides a wealth of information about the bank resources and associated policies.
Introduction
By: Sujeet Pandit
Over the last few decades the role of banking sector has undergone a paradigm shift. It is widely recognized as an important aspect of the source of loan for the people and considered it as a short and long-term investment. After zeroing down on my research area, I have collected information through only primary. I had a constant discussion with consumer. The objective of this report is to study Customer Awareness, Perception and Attitude towards E-Banking. For this survey was conducted through structured Questionnaire. In todays competitive business world every customer is significant for E-Banking The customer expectations are very high so it should be kept in mind and offer them best possible service. The report deals with the conceptual background of E-Banking and over view of the banks, the next part deals with research design of the study that is problem identification, objectives and how the research was carried out. The outcome of the study shows that the level of customer awareness towards Home Loan is good with the benefits and service what they are giving and most of the people wants to go for investments. Banks can start some good promotional activities to build its brand and to make recognition by all the peoples in the market .The effective marketing channel with the personal selling is an essential factor in influencing banks growth. E-Banking has different products at differ. The growing competition between the financial institutions had made each of them to delight their customer rather than satisfying them. The emergence of new generation private financial institutions has made the entire financial sector tougher and much more competitive. They provide various services to the customer to solve the problem in convenient way without any danger.
Electronic commerce is now thought to hold the promise of a new commercial revolution by offering an inexpensive and direct way to exchange information and to sell or buy products and services. This revolution in the market place has set in motion a revolution in the banking sector for the provision of a payment system that is Compatible with the demands of the electronic marketplace. An electronic connection between the bank and the Customer in order to prepare, manage and control financial transactions. Electronic
By: Sujeet Pandit
Banking according to Al-Abed (2003) is an umbrella term for the process by which a Customer may perform banking transactions electronically without visiting a brick and-mortar institution.
For the purpose of this research, we define electronic banking as the delivery of Banking services and products through the use of electronic means irrespective of place, time and distance. Such products and services can include deposittaking, lending, account management, the provision of financial advice, electronic bill payment, and the provision of other electronic payment products and services such as Electronic money.
E-banking brings different and arguably lower barriers to entry; opportunities for significant cost reduction; the capacity to rapidly reengineer business processes; and greater opportunities to sell cross border. For customers, the potential benefits are: more choice; greater competition and better value for money; more information; better tools to manage and compare information; and faster service.
But it should be realized that electronic banking services is a brain child of Information and Communication Technology (ICT) that made it possible for service providers and their customers in developing economies to enjoy a good semblance of the services enjoyed in the developed societies. Electronic banking services have afforded banks the opportunities to impress customers which encourage them to keep coming back. Today, it would be difficult to see any bank in the country that does not render one form of electronic banking service or the other, even banks in the most remote parts of the world. Indian banking scenario had underwent dramatic changes after the implementation of the new economic policy which triggered out the economy in rapid speed as a result of that drastic changes have been taken place in money transactions hence the role of banking had expended incredibly, banks are also have equipped immensely with the help of IT development in unleashing the services in better way to its consumers in
By: Sujeet Pandit
such context number of studies have been carried out to find out the consumer satisfaction of the bank customer in order to enhance the service, most of the studies have revealed the development has better impact on the service delivery but the propose study would like to encompass all the spheres of the banking services in assessing the service delivery and the satisfaction level of the customer, hence it is became very imperative to explore the consumer satisfaction at multi dimensional level.
Unique features: Number of transaction should be done within a second. Option to less the consumer tiredness. Provide facility of online transaction. Provision to cost of furnishing and consumer durables as part of project cost Provide facility of cash payment online Provide facility to avoid hacking and easy service Internet applied on daily diminishing balance basis It help in both internet and phone service Special scheme to grant day by day which attract the customer.
It tries to reduce the impact of the risk on the owner of the asset and those who depend on that asset.It only compensates the loose and that too, not fully. Only economic consequences can be insured. If the loss is not financial insurance may not be possible.
By: Sujeet Pandit
OBJECTIVES PRIMARY OBJECTIVE: To analyze the level of Customer Satisfaction towards Services provided by ICICI Bank Ltd. SECONDARY OBJECTIVES: 1. 2. 3. To find out various type customers who prefer E-Banking To identify various facility of E-banks from where customer have use. To evaluate the time for customer to going from banks.
4. To identify whether any procedure problem were faced by the customer in availing the E-Banking 5. To find out the preferred mode of repayment of customer with regarding their account from banks. 6. To find out the most attractive features that attracted the clients to avail EBanking. 7. To evaluate the customer satisfaction regarding various services offered at E-Banking.
.
By: Sujeet Pandit
SCOPE AND LIMITATIONS OF THE STUDY SCOPE OF THE STUDY The scope of the study is to analyze the satisfaction level of customers towards E-Banking. The study gathers information about rating the effectiveness of E- Bank services, rating and ranking the different features and services offered by the bank.
Primary data was collected from the existing loan customers and also non existing customers; secondary data was collected from book manuals, magazines and websites. The study has come out with valuable suggestions on basis of concrete facts, which help to frame its plan and strategies to increase satisfaction level of the loan customers.
LIMITATIONS OF THE STUDY 1. 2. 3. The study is limited to the banks. Because of the limited time, research is conducted with only 80 customers. The data collected from the customer are qualitative in nature i.e., views,
perception, satisfaction, opinion etc., may change from time to time. 4. The data collected are primary in nature. Hence there is chance for a biased of
misleading respondent from the customer. 5. busy. On few occasions customer were reluctant to give information, because they were
By: Sujeet Pandit
RESEARCH METHODOLOGY
RESEARCH DESIGN The formidable problem that follows the task of defining the research problem is the preparation of the design of the research project, popularly known as Research Design. Research design is a plan, structure and strategy of investigation conceived to obtain answers to research questions and to control variance. A research design can be defined as Arrangement of condition for collection and analysis of data in the manner that aims to combine relevance to the research purpose with economy in procedure. It consists of the blue print for the collection measurement and analysis of data. The research used here is descriptive research
DESCRIPTIVE RESEARCH The researcher is interested in knowing the proportion of people in a given population who has behaved in a particular manner, making projections of certain thing and determining the relationship between two or more variables in some areas. As the set up has been well structured and is a rigid one, which could not be changed by giving sufficient thought in frail-ling question, deciding type of data to be collected and procedure that has been used gives the, proof of using description research. In descriptive research also there has been use of cross sectional studies just because the researcher has taken only a sample of elements from the given population. In the cross sectional study the survey research has been selected, as a detailed study has to
By: Sujeet Pandit
be obtained from a sample of large population. DATA COLLECTION METHOD The data that is used in study in collected by two methods. 1. 2. Primary data Secondary data
Primary Data The primary data does not exist already in records and publications. The researcher has to gather primary data a fresh for a specific survey. The primary data can be gathered by way of observation method where the research mix with the people concerned with the use of particular product and not important clauses by observing the respondents. The second method of collection of primary data is by way of experimentation method where some variables are allowed to vary under a controlled environment and its cause and effect relationship is studied. The third method of collection of data is by way of conducting a survey. This method is used for collection of primary data. The primary data was collected from customers in Chennai city. For this research study, data was collected from various account holders of the CitiFinancial. Data collection was carried out using personal interview method guided by questionnaire as follows: . Open-ended questions . Closed ended questions . Dichotomous questions . Multiple-choice questions . Ranking questions . Rating questions
By: Sujeet Pandit
SECONDARY DATA It is needed for conducting this research work collected from the various business magazines, bank brouchers, statistical and management book, market research books etc. which are presented in the literature various in details SAMPLING DESIGN The precision and accuracy of survey results are affected by the manner in which the sample has been chosen. The first thing for a sample plan is definition of the population to be investigated. Defining the population is often one of the most difficult things to do in sampling. Although ideal conditions might indicate threat the census would be preferable, such ideal conditions rarely exist in the real world. A census is not feasible practically, therefore sample is used. Two of major advantages of using a sample rather than a census are speed and timeliness. A survey based on sample takes much less time to compete than based on census. In this particular research study sample survey is done. Sample design is the most important heart of sample planning. Sample design includes type of sample to use and the appropriate sampling unit. Sampling Frame Sampling may be defined as a means of accounting for the elements in the population. The sampled elements that are selected from the frame sample size are directly related to precision. The size of sample can be decided by way of random or arbitration or minimum cell sized needed for analysis or budget based. Sample Unit The study was conducted among the loan holders in the selected areas in India. Population
By: Sujeet Pandit
All the people holding an account in different banks. Types of Sampling Sampling units focus the basis of the actual sampling procedure. It is that which is actually chosen by the sampling process. The sampling, which is used in research, is random sampling. In a simple random sample, each member of the population has a known and equal chance of being selected. SAMPLING METHOD The research is based on the study conducted in selected areas in Chennai. Among these areas systematic random sampling is used where in every second customer who walked into Chennai branch. SAMPLE MEDIA Personal interview method guided by questionnaires is used for conducting the survey.
PILOT STUDY
Determination of sample size Before the original questionnaire was drafted a preliminary questionnaire was formed and a pilot survey was done with 10 personals. TOOLS OF ANALYSIS: Chi-square Test
The objective of the chi-square test is to determine whether there is any significant difference exists among the various groups. Chi-square test involves comparison of expected frequency (Ei) with observed frequency (Oi) to determine whether the difference between the two is greater than the tabulated value that might occur by chance. There are 5 steps in using chisquare test. 1. The difference between each observed frequency and each expected frequency is computed. 2. The difference is squared.
By: Sujeet Pandit
3. Each squared difference is divided by the respective expected frequency. 4. Their quotients are added together to obtain the computed chi square value. 5. This computed value is then compared to tabulate chi-square value.
If the computed x2 value is greater than the tabulated x 2 value at a
predetermined level of significance and degrees of freedom, the hypothesis is rejected.
On the other hand, if the calculated x2 value is less than the tabulated
valued, the hypothesis is accepted. X2 (O-E)2/E Where , O = Observed frequency E = Expected frequency =
One way classification The main object of one-way classification is to examine if there is a significant difference between the class means in view of the interest variability within the separate classes. The test statistical for Ho is provided by the variance ratio F = Between Sum of Squares Within Sum of Squares K S TEST (Komogrorov-Smirnumberv test) This test is used for comparing the distribution on an ordinary scale. The test is concerned with the degree of agreement between the distribution and some special theoretical distribution. It determines whether the scores in the sample can be reasonable thought to have
By: Sujeet Pandit
come from popularize, having theoretical distribution.
A safe level of participation in the emerging product/service in the banking industry

1. Electronic Card: According to Armed (2005) as we witness the globalization of markets, a major instrument of it is the development in communications and information technology. This development has therefore made the introduction of electronic purse a reality in banking and is redefining what a legal lender is in monetary terms financial conglomerates of the world, is plenty: . Visa is a membership association owned by more than 21000 financial institutions around the world that provides member institutions with global payment platform development. While research findings showed that, while about 5000 people carry e-cards (30,000 Val card and 20,000 Smart card) only about 50,000 actually use them due to insecurity and the use of different cards on one terminal (Babajide and Emma, 2004). 3. Mortgages loan for education:
If money is what is standing between the customer and a world-class education, worry not! Now banks helps the customer to fund the customers education by giving the customer a loan against the customers home. So if the customer wants to pursue the customers studies in India or overseas, the customer can do so now without any financial worries.
REVIEW OF LITERATURE
By: Sujeet Pandit
The researcher has to refer few books and magazines to refer few books and review for obtaining and understanding. The relationship in customer satisfaction and quality of services. It was also useful for knowing the customer satisfaction versus quality of service offered by the concern.
The ICFAI journal of Monetary Economics, Numberv2004 it is studied that greenwood and Jovanovich (1990) in their study analyzed the role that financial institutions play in collecting and analyzing information and use this information for utilizing funds by investing in such projects that are high-risk while at the same time yield highest return.
The ICFAI Journal of Service Marketing Dec2004 It is important to note that whatever financial products are put in the market, it can only be successful if customer has a need for it. Thus the need to study customer behavior becomes paramount. This flows naturally from the marketing concept that emphasis the idea of looking at the product from the consumers point of view,
In Indian Journal of Marketing, May04 Marketing of Banking Services in the Globalize Scenario Emerging Challenges- By Dr. V. GOPALAKRISHNAN.
Banking services largely depends upon customer demands and their perceived performance. In urban and metropolitan sectors customers are more knowledge and demand more facilities than offered. They are looking for services that are cheaper, faster and qualitatively better
By: Sujeet Pandit
The STATISTICAL METHODS, By S P GUPTHA. S.P gives a very in-depth study about the various statistical tools and techniques that could be used for various researches work purposes. Each statistical test has been discussed very much in detail and this book has acted as the back bone for this research study by helping the research work in using various statistical tools like chi-square, One way ANOVA test, Two way ANOVA test etc.,
The Marketing Management -By PHILIP KOTLER, which is one of the masterpieces in the field of marketing, has given an excellent coverage in the various fields of marketing. The author has very elaborately examine the various issues in designing the marketing strategies for various companies, tactical marketing and also the hurdles that arises in the administrative side of marketing which were all very much useful in analyzing the various problems of this research study and finally in also putting forth various feasible recommendation and suggestion for this research work. This book has also presented various frameworks for analyzing certain recurrent problem in the field of marketing, which were also effectively used in this research work.
The RESEARCH MARKETING, By McGauran L.L.gives more stress on the various categories of information that should be collected for carrying out the preliminary investigation for the various research studies. The author McGauran L.L. gives importance to six categories of information that re to be used for preliminary investigation namely a. b. c. d. e. f. the product the company, industry and competition the market the channel of distribution the sales the sales promotion policies.
By: Sujeet Pandit
Further this book also stresses on the pilot survey that should be conducted before starting the original survey. Hence taking all this into account, a preliminary questionnaire was drafted and it was tested among five customers. The flows found in the questionnaire were later rectified after consulting few experts too in this field and finally the original questionnaire was drafted.
INTERPRETATION AND ANALYSIS
I.DESCRIPTIVE STATISTICS
SPSS Commands for a descriptive statistics

After the input data has been typed along with variable labels and value labels in an SPSS file, to get the output for a descriptive statistics. Click on ANALYZE at the SPSS menu bar (in older versions of SPSS, click on STATISTICS instead of ANALYZE). 1. Click on Descriptive 2. On the dialogue box which appears, select all the variables for which descriptive statistics are required by clicking on the right arrow to transfer them from the variable list on the left. Then click options and then select whatever the descriptive statistics to be calculated and click continue. 3. Click OK to get descriptive statistics
By: Sujeet Pandit
Descriptive Statistics
N HL EZY 2 UNDRSTND MORTG PRCS EMI FIX SRVC RCVD INTRST CHRG BY BNK HL FVOR DOC PRCZER PRCZING FEES SENCTION PRCZER SENCTION TIME 4 CLZR CHRGD ONLINE INTRST AS INCME LVL SIZ WHL NNP EMI FCLTY PRVD BANK PUBLIC SECTOR PRIVATE SECTOR Valid N (listwise) Statistic 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
Minimum Statistic 1.00 .00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 .00 1.00 .00 .00 1.00 1.00
Maximum Statistic 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00
Mean Statistic 2.7125 2.2750 1.8875 2.5125 2.3875 2.0750 2.5250 3.1375 3.3500 3.6625 3.6125 2.3875 3.2625 2.8125 3.0625 2.2375 2.6250
Std. Statistic 1.05775 1.10207 1.19061 1.24264 1.20646 1.07650 1.12481 1.07614 1.08032 1.16862 1.26785 1.51360 1.45605 1.46774 1.32497 1.39841 1.52925
Kurtosis Statistic -.286 -.143 1.094 -.685 -.954 .534 -.198 -.570 -.220 -.752 -.630 -1.034 -1.212 -1.224 -.306 -.880 -1.358 Std. Error .532 .532 .532 .532 .532 .532 .532 .532 .532 .532 .532 .532 .532 .532 .532 .532 .532
II.BIVARIATE ANALYSIS AND MULTIVARIATE ANALYSIS
SPSS Commands for Correlation and Regression Correlation

After the input data has been typed along with variable labels and value labels in an SPSS file, to get the output for a Correlation problem Click on ANALYZE at the SPSS menu bar (in older versions of SPSS, click on STATISTICS instead of ANALYZE). 1) Click on CORRELATE, followed by BIVARIATE. 2) On the dialogue box which appears, select all the variables for which correlations are required by clicking on the right arrow to transfer them from the variable list on the left. Then select Pearson under the heading Correlation Coefficients, and select 2-tailed under the heading Tests of Significance.
By: Sujeet Pandit
3) Click OK to get the matrix of pair wise Pearson Correlations among all the variables selected. Along with the two-tailed significance of each pair wise correlation.
Correlations
HL EZY 2 UNDRSTND
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
HL EZY 2 UNDRSTND 1 80 .362(**) .001 80 .366(**) .001 80 .094 .406
MORTG PRCS .362(**) .001 80 1 80 .564(**) .000 80 .284(*) .011 80
EMI FIX .366(**) .001 80 .564(**) .000 80 1 80 .416(**) .000 80
SRVC RCVD .094 .406 80 .284(*) .011 80 .416(**) .000 80 1 80
MORTG PRCS
EMI FIX
Pearson Correlation Sig. (2-tailed) N
SRVC RCVD
80 ** Correlation is significant at the 0.01 level (2-tailed). * Correlation is significant at the 0.05 level (2-tailed).
Correlations INTRST CHRG BY BNK INTRST CHRG BY BNK Pearson Correlation Sig. (2-tailed) N HL FVOR Pearson Correlation Sig. (2-tailed) N 1 80 .348(**) .002 80 80
HL FVOR .348(**) .002 80 1
DOC PRCZER .343(**) .002 80 .093 .414 80
PRCZING FEES .368(**) .001 80 .111 .326 80
SENCTION PRCZER .128 .259 80 .064 .571 80
By: Sujeet Pandit
DOC PRCZER
.343(**) .002 80 .368(**) .001 80 .128 .259
.093 .414 80 .111 .326 80 .064 .571 80
1 80 .515(**) .000 80 .503(**) .000 80
.515(**) .000 80 1 80 .546(**) .000 80
.503(**) .000 80 .546(**) .000 80 1 80
PRCZING FEES
SENCTION PRCZER
80 ** Correlation is significant at the 0.01 level (2-tailed).
Correlations
SENCTION TIME
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
SENCTION TIME 1 80 .551(**) .000 80 -.161 .153 80 -.066 .559
4 CLZR CHRGD .551(**) .000 80 1 80 .066 .561 80 .152 .179 80
ONLINE -.161 .153 80 .066 .561 80 1 80 .281(*) .012 80
INTRST AS INCME LVL -.066 .559 80 .152 .179 80 .281(*) .012 80 1 80
4 CLZR CHRGD
ONLINE
INTRST AS INCME LVL
Correlations SIZ WHL NNP EMI 1 80 FCLTY PRVD BANK .293(**) .008 80 PUBLIC SECTOR -.163 .148 80 PRIVATE SECTOR -.082 .467 80
SIZ WHL NNP EMI
By: Sujeet Pandit
FCLTY PRVD BANK
.293(**) .008 80 -.163 .148 80 -.082 .467
1 80 -.042 .710 80 -.394(**) .000 80
-.042 .710 80 1 80 -.266(*) .017 80
-.394(**) .000 80 -.266(*) .017 80 1 80
PUBLIC SECTOR
PRIVATE SECTOR
Output (Correlation Table) The above said Table shows the output for correlation table. The values in the correlation table are standardized. Correlation This means that we may have chosen a fairly good set of independent. It is only the index of competitor activity that is negatively correlated with behavior. The correlation table can also be used to find out the correlation between the independent variables. If they are like in Correlation Table, then it can be inferred that all the factors are not independent of each other. Thus, only one or two of them can be used to predict the dependent variable
Regression
After the input data has been typed along with variable labels and value labels in an SPSS file, to get the output for a Regression problem 1. Click on ANALYZE at the SPSS menu bar (in older versions of SPSS, click on STATISTICS instead of ANALYZE). 2. Click on REGRESSION, followed by LINEAR. 3. In the dialogue box which appears, select a dependent variable by clicking on the arrow leading to the dependent box after highlighting the appropriate variable from the list of variables on the left side.
By: Sujeet Pandit
4. Select the independent variables to be included in the regression model in the same way, transferring them from left side to the right side box by clicking on the arrow leading to the box called independent variables or independents. 5. In the same dialogue box select the METHOD. Choose ENTER as the method if you want all independent variable to be included in the model. STERWISE if you want to use forward stepwise regression. BACKWARD if you want to use backward stepwise regression. 6. Select OPTIONS if you want additional output, select the ones you want, and click CONTINUE. 7. Select PLOTS if you want to see some plots such as residual plots, select those you want, and click CONTINUE. 8. Click OK from the main dialogue box to get the REGRESSION output.
Regression Analysis A regression analysis is done to explain the variation in one variable (Dependent variable), based on variation in one or more other variables (independent variables). In case there is only one independent variable to explain the variation in one dependent variable, it is known as simple regression. If there are multiple independent variables to explain the variation in a single dependent variable, it is known as a multiple regression model.
Variables Entered/Removed(a)
By: Sujeet Pandit
Model 1
Variables Entered
Variables Removed
Method Stepwise (Criteria: Probabilityof-F-toenter <= . 050, Probabilityof-F-toremove >= .100).
INTRST CHRG BY BNK
A Dependent Variable: EMI FIX
Model Summary(b) Adjusted R Std. Error of R R Square Square the Estimate .639(a) .408 .400 .92190 a Predictors: (Constant), INTRST CHRG BY BNK b Dependent Variable: EMI FIX ANOVA(b) Model 1 Regression Residual Total Sum of Squares 45.696 66.292 Mean Square 45.696 .850
Model 1
df 1 78
F 53.766
Sig. .000(a)
111.988 79 a Predictors: (Constant), INTRST CHRG BY BNK b Dependent Variable: EMI FIX Coefficients(a) Standardized Coefficients t Sig.
Model
Unstandardized Coefficients
B 1 (Constant) INTRST CHRG BY BNK .382 .630 Std. Error .230 .086 Beta .639 1.665 7.333 .100 .000
a Dependent Variable: EMI FIX
Stepwise Multiple Linear Regression When the problem involves one independent variable, all the variables may not be equally important. It may be that some combinations can effectively explain the variation better than others. To resolve this
By: Sujeet Pandit
uncertainty, one must evaluate various combinations of independent variables used in different regression equation. The number of variables to be included in the analysis should be decided upon. Stepwise multiple regression analysis is done for the above purpose.
Residuals Statistics(a) Minimum 1.0128 -2.53441 -1.150 Maximum 3.5344 2.35678 2.165 Mean 1.8875 .00000 .000 Std. Deviation .76054 .91604 1.000 .994 N 80 80 80 80
Predicted Value Residual Std. Predicted Value Std. Residual
-2.749 2.556 .000 a Dependent Variable: EMI FIX
Charts
By: Sujeet Pandit
Histogram
Dependent Variable: EMI FIX
25
Frequency
20
15
10
III. ANOVA SPSS5 Commands for ANOVA

After the input data has been typed along with variable labels and value labels in an SPSS to get the for1a One-Way ANOVA -3 file, -2 -1 first output 0 2 3 Regression Standardized Residual problem described in the chapter on ANOVA in the text, 1. Click on ANALYZE at the SPSS menu bar (in older versions of SPSS, click on STATISTICS instead of ANALYSIS). 2. Click on COMPARE MEANS. 3. Click on ONE-WAY ANOVA. 4. In the dialogue box that appears, select one appropriate variable as the DEPENDENT by highlighting it in the left hand side box and clicking on the arrow towards the DEPENDENT box. Then select another appropriate variable as a FACTOR (independent variable) from the list of variable labels that appears on the left side of the box and click on the arrow directing it to the FACTOR box. The
0 Mean = 2.83E-16 Std. Dev. = 0.994 N = 80
By: Sujeet Pandit
variables should get transferred to the right hand side boxes after the selection. 5. For the FACTOR variable, the minimum value and the maximum value have to be specified. For doing this, click on RANGE just below the FACTOR variable, and type in the minimum and maximum values for the FACTOR (independent variable). For example, 1 and 3 could be the minimum and maximum values. 6. Click COUNTINE after specifying RANGE, and then OK to get the output for the One- way ANOVA.
One-way
ANOVA MORTG PRCS Sum of Squares 4.426 91.524 95.950 df 4 75 79 Mean Square 1.107 1.220 F .907 Sig. .464
Between Groups Within Groups Total
ANOVA HL EZY 2 UNDRSTND Sum of Squares 14.704 73.683 88.388 df 4 75 79 ANOVA SRVC RCVD Sum of Squares 46.859 75.128 121.988 df 4 75 79 Mean Square 11.715 1.002 F 11.695 Sig. .000 Mean Square 3.676 .982 F 3.742 Sig. .008
By: Sujeet Pandit
ANOVA DOC PRCZER Sum of Squares 28.140 71.810 99.950 df 4 75 79 ANOVA PRCZING FEES Sum of Squares 31.006 60.482 91.488 df 4 75 79 ANOVA SENCTION TIME Sum of Squares 37.130 70.757 107.888 df 4 75 79 ANOVA ONLINE Sum of Squares 30.112 150.875 180.988 df 4 75 79 Mean Square 7.528 2.012 F 3.742 Sig. .008 Mean Square 9.283 .943 F 9.839 Sig. .000 Mean Square 7.751 .806 F 9.612 Sig. .000 Mean Square 7.035 .957 F 7.347 Sig. .000
ANOVA SIZ WHL NNP EMI Sum of Squares 39.595 130.592 170.188 df 5 74 79 ANOVA PUBLIC SECTOR Sum of Squares 17.875 df 4 Mean Square 4.469 F 2.453 Sig. .053 Mean Square 7.919 1.765 F 4.487 Sig. .001
Between Groups
By: Sujeet Pandit
Within Groups Total
136.613 154.488
75 79
1.822
INFERENCE: Above calculation shows the result through one-way ANOVAs.
IV NON PARAMETRIC TEST- Chi-square Test SPSS Commands for Frequency Tables and Cross- tabs with Chi-squared Test
After the input data has been typed along with variable labels and value labels in an SPSS data file, to get the frequency tables output for a problem similar to that described in Chapter 8 of the text, 1. Click on ANALYZE at the SPSS menu bar (in older versions of SPSS, click on STATISTICS, instead of ANALYZE). 2. Click on DESCRIPTIVE STATISTICS, followed by
FREQUENCIES. 3. On the dialogue box which appears, select the variables for which FREQUENCY TABLES are required, by clicking on the right arrow to transfer them from the variable list on the left to the VARIABLES box on the right. 4. Click OK to get the tables with counts and percentages, for each of the selected variables.
Frequency Table
HL EZY 2 UNDRSTND
By: Sujeet Pandit
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 10 24 30 11 5 80
Percent 12.5 30.0 37.5 13.8 6.3 100.0
Valid Percent 12.5 30.0 37.5 13.8 6.3 100.0
Cumulative Percent 12.5 42.5 80.0 93.8 100.0
HL EZY 2 UNDRSTND
30
Frequency
20
10
0 0.00 1.00 2.00 3.00 4.00 5.00 6.00
Mean = 2.7125 Std. Dev. = 1.05775 N = 80
HL EZY 2 UNDRSTND
MORTG PRCS
By: Sujeet Pandit
Valid
.00 1.00 2.00 3.00 4.00 5.00 Total
Frequency 1 20 29 19 8 3 80
Percent 1.3 25.0 36.3 23.8 10.0 3.8 100.0
Valid Percent 1.3 25.0 36.3 23.8 10.0 3.8 100.0
Cumulative Percent 1.3 26.3 62.5 86.3 96.3 100.0
MORTG PRCS
30
25
Frequency
20
15
10
5 Mean = 2.275 Std. Dev. = 1.10207 N = 80 -1.00 0.00 1.00 2.00 3.00 4.00 5.00 6.00
MORTG PRCS
By: Sujeet Pandit
EMI FIX Cumulative Percent 50.0 81.3 86.3 93.8 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 40 25 4 6 5 80
Percent 50.0 31.3 5.0 7.5 6.3 100.0
Valid Percent 50.0 31.3 5.0 7.5 6.3 100.0
EMI FIX
40
Frequency
30
20
10
0 0.00 1.00 2.00 3.00 4.00 5.00 6.00
Mean = 1.8875 Std. Dev. = 1.19061 N = 80
EMI FIX
By: Sujeet Pandit
SRVC RCVD Cumulative Percent 26.3 51.3 80.0 91.3 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 21 20 23 9 7 80
Percent 26.3 25.0 28.8 11.3 8.8 100.0
Valid Percent 26.3 25.0 28.8 11.3 8.8 100.0
SRVC RCVD
30
25
Frequency
20
15
10
5 Mean = 2.5125 Std. Dev. = 1.24264 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
SRVC RCVD
By: Sujeet Pandit
INTRST CHRG BY BNK Cumulative Percent 28.8 60.0 76.3 96.3 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 23 25 13 16 3 80
Percent 28.8 31.3 16.3 20.0 3.8 100.0
Valid Percent 28.8 31.3 16.3 20.0 3.8 100.0
By: Sujeet Pandit
INTRST CHRG BY BNK
30
25
Frequency
20
15
10
5 Mean = 2.3875 Std. Dev. = 1.20646 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
INTRST CHRG BY BNK
HL FVOR Cumulative Percent 33.8 75.0 87.5 96.3 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 27 33 10 7 3 80
Percent 33.8 41.3 12.5 8.8 3.8 100.0
Valid Percent 33.8 41.3 12.5 8.8 3.8 100.0
By: Sujeet Pandit
HL FVOR
40
30
Frequency
20
10
0 0.00 1.00 2.00 3.00 4.00 5.00 6.00
Mean = 2.075 Std. Dev. = 1. N = 80
HL FVOR
DOC PRCZER Cumulative Percent 17.5 55.0 82.5 92.5 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 14 30 22 8 6 80
Percent 17.5 37.5 27.5 10.0 7.5 100.0
Valid Percent 17.5 37.5 27.5 10.0 7.5 100.0
By: Sujeet Pandit
DOC PRCZER
30
25
20
Frequency
15
10
5 Mean = 2.525 Std. Dev. = 1.12481 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
DOC PRCZER
PRCZING FEES Cumulative Percent 7.5 27.5 60.0 91.3 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 6 16 26 25 7 80
Percent 7.5 20.0 32.5 31.3 8.8 100.0
Valid Percent 7.5 20.0 32.5 31.3 8.8 100.0
By: Sujeet Pandit
PRCZING FEES
30
25
20
Frequency
15
10
5 Mean = 3.1375 Std. Dev. = 1.07614 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
PRCZING FEES
SENCTION PRCZER Cumulative Percent 7.5 20.0 48.8 88.8 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 6 10 23 32 9 80
Percent 7.5 12.5 28.8 40.0 11.3 100.0
Valid Percent 7.5 12.5 28.8 40.0 11.3 100.0
By: Sujeet Pandit
SENCTION PRCZER
40
30
Frequency
20
10
0 0.00 1.00 2.00 3.00 4.00 5.00 6.00
Mean = 3.35 Std. Dev. = 1.08032 N = 80
SENCTION PRCZER
SENCTION TIME Cumulative Percent 3.8 18.8
Valid
1.00 2.00
Frequency 3 12
Percent 3.8 15.0
Valid Percent 3.8 15.0
By: Sujeet Pandit
3.00 4.00 5.00 Total
18 23 24 80
22.5 28.8 30.0 100.0
22.5 28.8 30.0 100.0
41.3 70.0 100.0
SENCTION TIME
30
25
20
Frequency
15
10
5 Mean = 3.6625 Std. Dev. = 1.16862 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
SENCTION TIME
4 CLZR CHRGD Cumulative Percent
Frequency
Percent
Valid Percent
By: Sujeet Pandit
Valid
1.00 2.00 3.00 4.00 5.00 Total
7 6 25 15 27 80
8.8 7.5 31.3 18.8 33.8 100.0
8.8 7.5 31.3 18.8 33.8 100.0
8.8 16.3 47.5 66.3 100.0
4 CLZR CHRGD
30
25
20
Frequency
15
10
5 Mean = 3.6125 Std. Dev. = 1.26785 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
4 CLZR CHRGD
ONLINE
By: Sujeet Pandit
Valid
.00 1.00 2.00 3.00 4.00 5.00 Total
Frequency 1 34 9 18 5 13 80
Percent 1.3 42.5 11.3 22.5 6.3 16.3 100.0
Valid Percent 1.3 42.5 11.3 22.5 6.3 16.3 100.0
Cumulative Percent 1.3 43.8 55.0 77.5 83.8 100.0
ONLINE
40
30
Frequency
20
10
0 -1.00 0.00 1.00 2.00 3.00 4.00 5.00 6.00
Mean = 2.3875 Std. Dev. = 1.5136 N = 80
ONLINE
By: Sujeet Pandit
INTRST AS INCME LVL Cumulative Percent 18.8 28.8 55.0 71.3 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 15 8 21 13 23 80
Percent 18.8 10.0 26.3 16.3 28.8 100.0
Valid Percent 18.8 10.0 26.3 16.3 28.8 100.0
INTRST AS INCME LVL
25
20
Frequency
15
10
5 Mean = 3.2625 Std. Dev. = 1.45605 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
INTRST AS INCME LVL
By: Sujeet Pandit
SIZ WHL NNP EMI Cumulative Percent 1.3 22.5 48.8 66.3 80.0 100.0
Valid
.00 1.00 2.00 3.00 4.00 5.00 Total
Frequency 1 17 21 14 11 16 80
Percent 1.3 21.3 26.3 17.5 13.8 20.0 100.0
Valid Percent 1.3 21.3 26.3 17.5 13.8 20.0 100.0
By: Sujeet Pandit
SIZ WHL NNP EMI
25
20
Frequency
15
10
5 Mean = 2.8125 Std. Dev. = 1.46774 N = 80 -1.00 0.00 1.00 2.00 3.00 4.00 5.00 6.00
SIZ WHL NNP EMI
FCLTY PRVD BANK Cumulative Percent 5.0 15.0 30.0 52.5 91.3 100.0
Valid
.00 1.00 2.00 3.00 4.00 5.00 Total
Frequency 4 8 12 18 31 7 80
Percent 5.0 10.0 15.0 22.5 38.8 8.8 100.0
Valid Percent 5.0 10.0 15.0 22.5 38.8 8.8 100.0
By: Sujeet Pandit
FCLTY PRVD BANK
30
Frequency
20
10
0 -1.00 0.00 1.00 2.00 3.00 4.00 5.00 6.00
Mean = 3.0625 Std. Dev. = 1.32497 N = 80
FCLTY PRVD BANK
PUBLIC SECTOR Cumulative Percent 43.8 67.5 73.8 91.3 100.0
Valid
1.00 2.00 3.00 4.00 5.00 Total
Frequency 35 19 5 14 7 80
Percent 43.8 23.8 6.3 17.5 8.8 100.0
Valid Percent 43.8 23.8 6.3 17.5 8.8 100.0
By: Sujeet Pandit
PUBLIC SECTOR
40
30
Frequency
20
10
0 0.00 1.00 2.00 3.00 4.00 5.00 6.00
Mean = 2.2375 Std. Dev. = 1.39841 N = 80
PUBLIC SECTOR
PRIVATE SECTOR Cumulative Percent 32.5 57.5 66.3 81.3 100.0
Valid
1.00 2.00 3.00 4.00 5.00
Frequency 26 20 7 12 15
Percent 32.5 25.0 8.8 15.0 18.8
Valid Percent 32.5 25.0 8.8 15.0 18.8
By: Sujeet Pandit
Total
80
100.0
100.0
PRIVATE SECTOR
30
25
20
Frequency
15
10
5 Mean = 2.625 Std. Dev. = 1.52925 N = 80 0.00 1.00 2.00 3.00 4.00 5.00 6.00
PRIVATE SECTOR
INFERENCE: From the above frequencies table shows the makeable in 17 variables.
CROSS-TABS and Chi- Squared test
By: Sujeet Pandit
After the input data has been typed along with variable labels and values labels in an SPSS data file, to get the CROSS-TABULATIONS and CHI-Squared test output for a problem similar to that described in Chapter 8 of the text, 1. Click on ANALYZE at the SPSS menu bar (in older versions of SPSS, click on STATISTICS instead of ANALYZE). 2. Click on DESCRIPTIVE STATISTICS, followed by CROSSTABS. 3. Select the row variable for a cross-tribulation by highlighting it in the variable list on the left side and clicking on the arrow leading to the row variable box. Similarly, select the variable you wish to be the column variable in the cross-tabulation. 4. Click on STATISTICS in the main dialogue box. Then click on Chi-Square. In the box titled Nominal, click on Contingency coefficient, Phi and Cramers V, and Lambda to give you these statistics associated which measure the strength of the association in a cross-tab. Click CONTINUE to return to the main dialogue box. 5. Click on CELLS in the main dialogue box. Under Percentages, select either ROW or COLUMN depending on which is desired, as per the discussion and rule given in the text. Click CONTINUES to return to the main dialogue box. 6. Click OK to get the output containing the required cross-tab, along with the Chi-squared test and the measures of association like Lambda and Contingency Coefficients.
Case Processing Summary Cases
By: Sujeet Pandit
Valid N HL EZY 2 UNDRSTND * MORTG PRCS 80 Percent 100.0% N
Missing Percent 0 .0% N
Total Percent 80 100.0%
HL EZY 2 UNDRSTND * MORTG PRCS Cross tabulation MORTG PRCS .00 HL EZY 2 UNDRSTND 1.00 Count % within HL EZY 2 UNDRSTND % within MORTG PRCS Count % within HL EZY 2 UNDRSTND % within MORTG PRCS Count % within HL EZY 2 UNDRSTND % within MORTG PRCS Count % within HL EZY 2 UNDRSTND % within MORTG PRCS Count % within HL EZY 2 UNDRSTND % within MORTG PRCS Count % within HL EZY 2 UNDRSTND % within MORTG PRCS 0 .0% .0% 0 .0% .0% 0 .0% .0% 0 .0% .0% 1 20.0% 100.0% 1 1.3% 100.0% 1.00 8 80.0% 40.0% 8 33.3% 40.0% 4 13.3% 20.0% 0 .0% .0% 0 .0% .0% 20 25.0% 100.0% 2.00 1 10.0% 3.4% 7 29.2% 24.1% 16 53.3% 55.2% 3 27.3% 10.3% 2 40.0% 6.9% 29 36.3% 100.0% 3.00 1 10.0% 5.3% 4 16.7% 21.1% 10 33.3% 52.6% 4 36.4% 21.1% 0 .0% .0% 19 23.8% 100.0% 4.00 0 .0% .0% 4 16.7% 50.0% 0 .0% .0% 4 36.4% 50.0% 0 .0% .0% 8 10.0% 100.0% 5.00 0 .0% .0% 1 4.2% 33.3% 0 .0% .0% 0 .0% .0% 2 40.0% 66.7% 3 3.8% 100.0% Total
10
100.0%
12.5%
2.00
24
100.0%
30.0%
3.00
30
100.0%
37.5%
4.00
11
100.0%
13.8%
5.00
100.0%
6.3%
Total
80
100.0%
100.0%
By: Sujeet Pandit
Chi-Square Tests Asymp. Sig. (2-sided) .000 .000 .001
Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases
Value 75.356(a) 58.870 10.345 80
df 20 20 1
a 24 cells (80.0%) have expected count less than 5. The minimum expected count is . 06.
Directional Measures Asymp. Std. Error(a) .071 .077 .099 .040 .042
Value Nominal by Nominal Lambda Symmetric HL EZY 2 UNDRSTND Dependent MORTG PRCS Dependent Goodman and Kruskal tau HL EZY 2 UNDRSTND Dependent MORTG PRCS Dependent .198 .220 .176 .177 .164
Approx. T(b) 2.561 2.630 1.644
Approx. Sig. .010 .009 .100 .000(c) .000(c)
a Not assuming the null hypothesis. b Using the asymptotic standard error assuming the null hypothesis. c Based on chi-square approximation
INFERENCE: Form the output tables, the Chi-square test read a significance level of 0.08325 at 90 per cent confidence level. For 90 percent, significance level is 0.1, that is , (1-0.9), so the above result shows that at 0.08 (which is less than 0.1), there is a significant relationship between the two variables. At 95 per cent confidence level, significance level being 0.05, and the above output giving a
By: Sujeet Pandit
significance level of 0.08 which is greater than 0.05, there is no relationship between the variable: If contingency coefficient value is greater than +0.5 then the variables are strongly associated. In the above case the contingency coefficient value being 0.6 which is greater than 0.5, hence the variables are strongly associated.
IV FACTOR ANALYSIS SPSS commands for factor Analysis

After the input data has been typed along with variable labels and value labels in an SPSS file, to get the output for a Factor Analysis problem similar to that described in the text. 1. Click on ANALYZE at the SPSS menu bar (in older versions of SPSS, click on STATISTICS instead of ANALYZE). 2. Click on DATA REDUCTION, followed by FACTOR. 3. On the dialogue box which appears, select all the variables required for the factor analysis by clicking on the right arrow to transfer them from the variable list on the left to the variables box on the right. 4. Click on EXTRACTION in the lower part of the dialogue box.
By: Sujeet Pandit
i. Select Principal Components as the Method. ii. Under DISPLAY, select Unrotated Factor Solution. iii.Under EXTRACT, select Eigen values over 1. iv.Under ANALYZE, choose Correlation Matrix. v. Click CONTINUE. 5. Click on ROTATION in the lower part of the main dialogue box. Select VARIMAX from the option under MRTHOD. Click CONTINUE. 6. Click OK to get the FACTOR ANALYSIS output, including the unrotated factor matrix, the rotated factor matrix using varimax rotation and the extracted factors along with Eigen values and cumulative variance. Communality figures would also be a part of the output. Note: it is possible to use other methods such as Generalized Least Squares to get the factors analysis output instead of Principal Components. It is also possible to use other rotation methods instead of varimax.
Communalities Initial 1.000 1.000 1.000 1.000 1.000 Extraction .675 .798 .702 .778 .773
HL EZY 2 UNDRSTND MORTG PRCS EMI FIX SRVC RCVD INTRST CHRG BY BNK
By: Sujeet Pandit
DOC PRCZER PRCZING FEES SENCTION PRCZER SENCTION TIME 4 CLZR CHRGD ONLINE INTRST AS INCME LVL SIZ WHL NNP EMI FCLTY PRVD BANK PUBLIC SECTOR PRIVATE SECTOR HL FVOR
1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000
.851 .638 .761 .839 .683 .713 .609 .815 .604 .783 .714
1.000 .800 Extraction Method: Principal Component Analysis.
Total Variance Explained Compo nent Extraction Sums of Squared Loadings % of Cumulativ Total Variance e% 4.376 25.738 25.738 2.765 16.268 42.006 1.930 1.260 1.112 1.094 11.355 7.409 6.541 6.433 53.361 60.770 67.311 73.744 Rotation Sums of Squared Loadings % of Cumulativ Total Variance e% 2.631 15.475 15.475 2.463 14.486 29.961 2.392 2.029 1.683 1.340 14.071 11.933 9.898 7.882 44.032 55.964 65.862 73.744
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
Initial Eigen values % of Cumulativ Total Variance e% 4.376 25.738 25.738 2.765 16.268 42.006 1.930 1.260 1.112 1.094 .736 .689 .634 .519 .466 .407 .290 .246 .215 .152 11.355 7.409 6.541 6.433 4.329 4.055 3.728 3.054 2.743 2.396 1.705 1.446 1.266 .895 53.361 60.770 67.311 73.744 78.073 82.129 85.857 88.911 91.654 94.050 95.755 97.201 98.468 99.363
.108 .637 100.000 Extraction Method: Principal Component Analysis.
Component Matrix(a) Component 1 HL EZY 2 UNDRSTND MORTG PRCS EMI FIX .412 .629 .705 2 -.247 -.302 -.353 3 .229 .349 .257 4 -.229 -.298 -.036 5 .581 -.286 -.004 6 -.045 -.138 -.115
By: Sujeet Pandit
SRVC RCVD INTRST CHRG BY BNK DOC PRCZER PRCZING FEES SENCTION PRCZER SENCTION TIME 4 CLZR CHRGD ONLINE INTRST AS INCME LVL SIZ WHL NNP EMI FCLTY PRVD BANK PUBLIC SECTOR PRIVATE SECTOR HL FVOR
.645 .759 .717 .661 .533 .461 .209 -.351 -.498 -.224 -.383 .301 .259
.184 -.289 .160 .402 .601 .687 .643 .055 .353 .228 .585 .333 -.553
.100 .010 .138 -.108 .090 -.129 .129 .688 .401 .819 .136 -.343 .225
.488 .279 -.265 -.162 -.249 -.087 .102 -.108 .215 -.128 .044 .124 .053 .728
-.241 .010 -.322 -.033 .048 .196 -.062 .318 -.153 .068 -.195 .537 .001 .172
-.148 .189 -.345 -.006 .207 .305 .441 .027 .084 -.148 -.237 -.400 .536 -.134
.324 .006 .342 Extraction Method: Principal Component Analysis. a 6 components extracted.
Rotated Component Matrix(a) Component 1 HL EZY 2 UNDRSTND MORTG PRCS EMI FIX SRVC RCVD INTRST CHRG BY BNK DOC PRCZER PRCZING FEES SENCTION PRCZER SENCTION TIME 4 CLZR CHRGD ONLINE INTRST AS INCME LVL SIZ WHL NNP EMI FCLTY PRVD BANK PUBLIC SECTOR PRIVATE SECTOR HL FVOR .045 -.003 -.009 .261 .170 .270 .600 .814 .884 .765 -.061 .047 .020 .132 .206 -.043 2 .204 .812 .606 .386 .302 .862 .426 .284 .003 -.108 -.146 -.295 .143 -.085 -.031 .010 3 .598 .338 .502 -.035 .585 -.048 .026 .006 -.006 -.122 .033 -.442 -.194 -.719 -.086 .732 4 .276 .058 -.002 -.202 -.285 -.095 -.206 .059 -.086 .089 .827 .454 .865 .248 -.170 .019 .169 5 -.027 .056 .279 .720 .479 .111 .078 -.015 .035 .171 -.056 .129 .043 .003 .177 .102 .861 6 .445 -.136 .074 .007 -.019 .104 .216 .117 .220 -.184 -.019 -.319 -.085 -.026 .820 -.407 .129
-.005 -.009 .118 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. A Rotation converged in 19 iterations. Component Transformation Matrix
Component 1 2 3 4 5
1 .432 .742 -.003 -.132 .074
2 .621 -.093 .263 -.395 -.423
3 .439 -.625 .096 -.084 .417
4 -.271 .137 .886 -.149 .314
5 .349 .044 .254 .891 -.033
6 .197 .170 -.269 -.062 .736
By: Sujeet Pandit
.489 -.448 .475 -.050 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
-.129
-.561
Scree Plot
Eigenvalue
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
Component Number
INFERENCE:
The output of the factor analysis is obtained by requesting the Principal Component Analysis (PCA). We get the output comprises the communality for all 17 variables and the Eigen values of all factors which have Eigen values of 1 or more than 1 (in this case, we have assumed only extracting factors having Eigen values 1 or more). The first step in interpreting the output is to look at the factors extracted. There are 3 factors, which have an Eigen value of 1 or more than 1. the 3 factors (reducing them from 10) we have lost only about 27% of the information content, while 73% is retained by the 3 factors extracted out of the 10 original variables. FINDINGS & SUGGESTIONS
By: Sujeet Pandit
Among the various loans offered the researcher found that most of the customer availed home loan whereas the takers for Mortgages and Housing loan are relatively less i.e. 44 percentages have availed home loan. 31 percentages are auto loan and 16 percentages are of consumer durable loan respectively. 4 percentages are of personal loan and 2 percentages are of mortgages respectively. Hence it is recommended for the company to aggressively advertise these loan facilities in both newspapers and television channels so that many people may be aware of the same. From the market research study it has been observed that 90% of the respondents are aware of home loan. 62% of the respondents are aware of home loan through agent. It was founded that 63% of the respondents are rate the service of home loan as very good. 90% of the Existing Customers are Happy with the Benefits of home loan.
SUGGESTIONS The home loan company should concentrate heavily on attractive advertisements and various Promotional Strategies like, giving Pamphlets, put the hoardings and banners at important locations People should be educated by giving seminar in Business Conferences, installing stalls in Business Exhibitions. And Company should conduct seminars in Educational Institutions to provide information about company and its products. Company has to create a sense of security among the customers. Because most of the people fear about security.
By: Sujeet Pandit
CONCLUSIONS The results and findings of this research study exemplifies the fact that an in- depth market research has been conducted and all research work has been conducted and all the objectives set for the research work has been fully accomplished and the analysis is also performed to the maximum extent possible.
An in-depth study has been made on the aspect that influences the banks to be the best private financier. Customer satisfaction is the core element in the business. For customer satisfaction the services have to be an edge over the other banks, which banks have achieved. Banks is aptly targeted potential customers among the various levels of people in India. The banks overall performance and services seems to be highly satisfied.
From the analysis it is found that some customers have faced some procedural problem, for which the researcher has given some suggestions and recommendations.
Banks has got goodwill and reputation among the public and this can
By: Sujeet Pandit
be used for promoting it services. If new promotional activity and services introduced, it will help very much the organization to increase the business.
By: Sujeet Pandit

Research Report On E-Banking and Its Effect

Caricato da

Informazioni sul documento

Titolo originale

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

Research Report On E-Banking and Its Effect

Caricato da

Copyright:

Formati disponibili

A Research Report

Subject Code: 536276(76)

Effect of E-banking on customer satisfaction

Submitted for partial fulfillment of requirement for the award of degree

Master of Business Administration

CHHATTISGARH SWAMI VIVEKANAND TECHNICAL UNIVERSTY BHILAI (C.G.) Session 2012-14

1 Consumer perception towards Home Loan

By: Sujeet Pandit

Satya Vihar, Vidhansabha-Chandrakhuri Marg, Mandir Hasaud, Raipur (C.G.) 492007

__________________ Priyanka Sahu Roll No.: 5057612040

2 Consumer perception towards Home Loan

By: Sujeet Pandit

Satya Vihar, Vidhansabha-Chandrakhuri Marg, Mandir Hasaud, Raipur (C.G.) 492007

3 Consumer perception towards Home Loan

By: Sujeet Pandit

4 Consumer perception towards Home Loan

By: Sujeet Pandit

5 Consumer perception towards Home Loan

By: Sujeet Pandit

6 Consumer perception towards Home Loan

By: Sujeet Pandit

7 Consumer perception towards Home Loan

By: Sujeet Pandit

8 Consumer perception towards Home Loan

By: Sujeet Pandit

9 Consumer perception towards Home Loan

By: Sujeet Pandit

10 Consumer perception towards Home Loan

By: Sujeet Pandit

11 Consumer perception towards Home Loan

By: Sujeet Pandit

12 Consumer perception towards Home Loan

By: Sujeet Pandit

13 Consumer perception towards Home Loan

By: Sujeet Pandit

14 Consumer perception towards Home Loan

By: Sujeet Pandit

15 Consumer perception towards Home Loan

By: Sujeet Pandit

If the computed x2 value is greater than the tabulated x 2 value at a

predetermined level of significance and degrees of freedom, the hypothesis is rejected.

16 Consumer perception towards Home Loan

By: Sujeet Pandit

come from popularize, having theoretical distribution.

A safe level of participation in the emerging product/service in the banking industry

17 Consumer perception towards Home Loan

By: Sujeet Pandit

18 Consumer perception towards Home Loan

By: Sujeet Pandit

19 Consumer perception towards Home Loan

By: Sujeet Pandit

INTERPRETATION AND ANALYSIS

SPSS Commands for a descriptive statistics

20 Consumer perception towards Home Loan

By: Sujeet Pandit

II.BIVARIATE ANALYSIS AND MULTIVARIATE ANALYSIS

SPSS Commands for Correlation and Regression Correlation

21 Consumer perception towards Home Loan

By: Sujeet Pandit

Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N

HL EZY 2 UNDRSTND 1 80 .362(**) .001 80 .366(**) .001 80 .094 .406

MORTG PRCS .362(**) .001 80 1 80 .564(**) .000 80 .284(*) .011 80

EMI FIX .366(**) .001 80 .564(**) .000 80 1 80 .416(**) .000 80

HL EZY 2 UNDRSTND 1 80 .362() .001 80 .366() .001 80 .094 .406

MORTG PRCS .362() .001 80 1 80 .564() .000 80 .284(*) .011 80

EMI FIX .366() .001 80 .564() .000 80 1 80 .416(**) .000 80

.343() .002 80 .368() .001 80 .128 .259

1 80 .515() .000 80 .503() .000 80

.515() .000 80 1 80 .546() .000 80

.503() .000 80 .546() .000 80 1 80