CHAPTER – 4

DATA ANALYSIS & INTERPETATION

 E-BANKING WITH RESPECT TO CUSTOMER PROSPECTIVE

 INTERPRETATION OF CHI SQUARE TEST
 GENDER

GENDER TOTAL
Male 350
Female 34
Total 384

Gender
8.83%

Male
Female

91.17%

Interpretation: The result shows that majority of respondents i.e. 91% are males who are using
the E-banking services and 9% are the female who are using E-banking services. Female are not
using this service because they have less knowledge about the internet and they trust face to face
interaction more. So it shows that E-banking is more famous among male.

 AGE
AGE TOTAL NO.
Below 15 14
15-30 171
30-45 133
45-60 52
Above 60 14
Total 384

Age

13.54% 3.65% 3.64%

Below 15
15-30
30-45
45-60
44.53% Above 60

34.64%

Interpretation: The result shows that majority of respondents i.e. 45% falls under the category
of 15-30 years and 35% falls under 30-45 years it shows that E-banking is mainly famous among
youngsters as they are the major users of E-banking and least comes under 45-60 years and
above 60years.

 OCCUPATION

OCCUPATION TOTAL NO.

Job 179
Business 121
Student 70
 Housewife 14
TOTAL 384

OCCUPATION

3.65%
18.23%
Job
Business
46.61% Student
Housewife

31.51%

Interpretation: The result shows that majority of respondents that are using E banking are
who’s doing job i.e. 47% they are using E-banking services because it results in time saving. And
31% respondents are Businessman and 18% respondents are the students, they have complete
knowledge of internet and 4% are housewives they are using E-banking because it saves time.

 INCOME

INCOME TOTAL NO.

Below 10,000 110
10,000-25,000 198
25,000-50,000 56
More than 50,000 20
TOTAL 384
 INCOME

More than 50,000; 5.21%

25,000-50,000; 14.58% Below 10,000; 28.65% Below 10,000
10,000-25,000
25,000-50,000
More than 50,000
10,000-25,000; 51.56%

Interpretation: The result of this study shows that 52% of the respondents who are using E-
banking fall under the income category of 10,000-25,000 and 29% falls under the income
category of below 10,000 and 15% falls under the income category of 25,000-50,000 and 5%
falls under the income category of more than 50,000.

(1) From how long you have account in SBI?

DURATION No. of Respondents

0-5 Years 114
5-10 Years 192
10-15 Years 66
More than 15 years 12
TOTAL 384
 DURATION

More than 15 years; 3.13%

10-15 Years; 17.19% 0-5 Years; 29.68% 0-5 Years
5-10 Years
10-15 Years
More than 15 years

5-10 Years; 50.00%

Interpretation: The result of this study shows that who are using e-banking, from them 50%
respondents who falls under the duration category of having their account in SBI bank is 5-10
years, followed by 30% of respondents who falls under 0-5 year category and 17% respondents
falls under 10-15 years category, and rest of the respondents falls under more than who have
their accounts in the bank more than 15 years.

(2) Do you think that E-Banking services necessary in present scenario?

NECESSITY OF E-BANKING No. of Respondents

SERVICES
Yes 384
No 0
TOTAL 384
 NECESSITY OF E-BANKING SERVICES

Yes
No

100.00%

Interpretation: As per the study single respondents are agree with the necessity of e-banking
services in present scenario, the reason behind this is that e-banking helps people various way.

(3) While opening up the account, were you aware about of E-Banking services provided by
your bank?

AWARENESS No. of Respondents

Yes 361
No 23
Total 384
 AWARENESS
6.00%

Yes
No

94.00%

Interpretation: as per study, its showing result that at the time of opening their account in the
bank 94% majority respondents are aware about that their bank is providing the e-banking
services, and 6% respondents were not aware about this service at the time of opening of account
in bank, but now they are aware.

(4) Since how many years you using E-Banking?

DURATION No. of Respondents

0-3 Years 128
3-6 Years 216
6-9 Years 38
More than 9 Years 2
TOTAL 384
 DURATION

0-3 Years
3-6 Years
6-9 Years
More than 9 Years

Interpretation: as per study shows result that majority 56.25% people are using e-banking
service falls in to the category of duration is 3-6 years, followed by 33.33% of respondents are
using e-banking service from last 3 years, 6.89% respondents are using these services falls under
category 6-9 years, there are very few respondents who are using e-banking from long time those
respondents are only two who are using e-banking services from more than 9 year.

(5) From where you come to know about SBI E-Banking service?

REFERANCE No. of Respondents

Friends 66
Family members 116
Website 156
Advertisement 46
TOTAL 384
 REFERANCE

12.00% 17.00%

Friends
Family members
Website
Advertisement

41.00% 30.00%

Interpretation: As per the study majority 41% respondents responded that they got aware about
e-banking service the main source for them is bank’s website. So we can say that the bank site is
playing major role in awareness of e-banking service in their users. Follow by 30% respondents
got aware by their family members, and rest of follows by 17% and 12% got aware by their
friends and by the advertisements.

(6) Relationship between factors as a reason for opening internet bank account.

FACTORS No. of Respondents

Convenience 98
Ease of use 62
Security 28
Accessibility 114
Bank service 62
User friendliness 14
Customer relation 58
Account secure 126
Online shopping 10
 FACTORS
140
120
100
80
60
40
20
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Interpretation: As per study 126 numbers of majority respondents open-up their internet bank
account cause of account secure factor followed by 114 numbers of respondents opened their
account due to accessibility factor to have easily access their account, and 98 respondents opened
their internet banking account with bank for the reason of convenience. And 62 respondents
opened their accounts for the reason of to get benefits of bank services and ease of use factors.
Followed by rest of respondents opened their accounts cause factors of following security, User
friendliness and for Online shopping.

(7) Which of the Following E-banking services aware of?

SERVICES No. of Respondents

Internet banking 250
Mobile banking 196
Phone banking 42
Debit card 384
Credit card 326
E-shopping 290
E-ticket 230
Other 0
 SERVICES
450
400
350
300
250
200
150
100
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Interpretation: According to this study almost every customer is using more one E-banking
Service, and Debit Card is used by almost 326 of respondents and credit card awareness among
respondents are 326 and 290 respondents are aware about e-shopping and 230 respondents are
aware and using service of E-ticket and 196 respondents are aware and using mobile banking
and only are using one phone banking are 42 respondents this shows the trend that how
customers are using E-banking and among all the E-banking products debit cards are mostly used
by respondents because they are easy to use and do not require technical or computer knowledge.
(8) How convenient you find accessing your bank online?

CONVENIENT LEVEL No. of Respondents

Easy 96
Normal 220
Difficult 68
TOTAL 384
 CONVENIENT LEVEL
250

200

150

100

50

0
Easy Normal Difficult

Interpretation: The results shows that 57% respondents found it normal when they access their
bank online and 25% respondents found it easy in accessing their bank online and 18%
respondents found it difficult to access their bank online because of lack of internet knowledge
and connectivity.