1. finance
2. bank

International
Journal of Management
(IJM), ISSN 0976
– 6502(Print), ISSN 0976(IJM)
- 6510(Online),
INTERNATIONAL
JOURNAL
OF MANAGEMENT
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
ISSN 0976-6502 (Print)
ISSN 0976-6510 (Online)
Volume 6, Issue 2, February (2015), pp. 19-30
© IAEME: http://www.iaeme.com/IJM.asp
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IJM
©IAEME
A STUDY ON E – CHANNELS SERVICE QUALITY IN
PRIVATE BANK TIRUCHIRAPPALLI
A.S. THOUFIQ NISHATH, MBA
Assistant Professor and Research Scholar
Jamal Institute of Management, Jamal Mohamed College, Trichy - 20
Dr. A. SELVARANI., MBA, M.Phil., SLET, PGDMM, Ph.D
Associate Professor, Jamal Institute of Management,
Jamal Mohamed College, Trichy – 20
1. INTRODUCTION
Rapid technological advances have introduced significant changes in the global economic
and business environment. In this regard, all industries in globe are in one way or another being
affected by the advancement of the technological innovation. In the banking industry, bank branches
alone are no longer sufficient to provide banking services to cater the needs of today’s sophisticated
and demanding customers. The provision of banking services through electronic channels (echannels) namely ATMs, PC banking, phone banking and banking kiosks have provided an
alternative means to acquire banking services more conveniently.
E-channel, also known as innovative distribution channel (Wong, 1998; Kimball, 1997), or
online banking (Daniel, 1999) or technology-intensive delivery system (Filotto, 1997), refers to the
methods of delivering financial products using electronic media such as personal computer (PC), the
telephone, and the Internet (Dannenberg and Kellner, 1998). More specifically, ATM or the
automatic teller machines, is the most commonly used electronic distribution channel that enables
bank customers to conduct their banking transactions (deposits, withdrawal or balance enquiry) 24hours a day. Essentially, all banks in Malaysia provide ATM services.
Alongside ATMs, phone banking is another e-banking option. With a centralised consumer
service department, phone banking provides services such as account balance enquiry, instruction to
issue bankers cheques and give standing instructions. Each call will first reach an automated
response system, but a consumer may also re-route a call to a service representative. Most banks
keep the phone centres open 24-hours a day. Some examples are Direct Access of Southern Bank,
Tele-banking of RHB Bank and Maybank. PC banking, or also known as remote e-banking, selfservice banking, home banking and office banking, is the third form of e-banking.
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
PC banking could be done via Web-based or Internet. By using a personal computer that is
equipped with a modem and loaded with the necessary software, consumers can carry out banking at
home or office. PC banking allows consumers to check account balances, credit card activity,
transfer funds and bills payment. Another e-channel that is currently available is the banking kiosk
(also known as banking booth or virtual kiosk). Banking kiosk is basically the integration of phone
banking, ATM and PC-based banking services, where consumers are able to access their account
either by telephone, ATM or the computer terminal. At present, banking kiosk services in Malaysia
are provided by Phileo Allied Bank (now operating under Maybank).
Although the latest technique of e-channels is said to provide convenient services and a
reduced operating cost, implementing e-channels involves substantial risks and costs. How should
banks integrate the e-channels with existing channels successfully? What would be the appropriate
staffs’ training programme? How can customers be encouraged to accept the new delivery channel?
How should banks cope with the ever increasing and rapid technological changes in delivering
effective services? As such, the basic question is: what would it take to bring about the success in
implementing e-channels in banks?
2. BANK – E CHANNELS
A.
ATM
An automated teller machine (ATM), also known as a Cash Point, is a computerized
telecommunications device that provides the clients of a financial institution with access to financial
transactions in a public space without the need for a cashier, human clerk or bank teller. ATMs are
known by various other names including ATM Machine, automatic banking machine, cash machine,
and various regional variants derived from trademarks on ATM systems held by particular banks.
On most modern ATMs, the customer is identified by inserting a plastic ATM card with a
magnetic stripe or a plastic smart card with a chip, that contains a unique card number and some
security information such as an expiration date or CVVC (CVV). Authentication is provided by the
customer entering a personal identification number (PIN).
Using an ATM, customers can access their bank accounts in order to make cash withdrawals,
credit card cash advances, and check their account balances as well as purchase prepaid cellphone
credit. If the currency being withdrawn from the ATM is different from that which the bank account
is denominated in (e.g.: Withdrawing Indian Rupee from a bank account containing US Dollars), the
money will be converted at a wholesale exchange rate. Thus, ATMs often provide the best possible
exchange rate for foreign travelers and are heavily used for this purpose as well.
B. INTERNET BANKING
Online banking (or Internet banking) allows customers to conduct financial transactions on a
secure website operated by their retail or virtual bank, credit union or building society. Online
banking solutions have many features and capabilities in common, but traditionally also have some
that are application specific.
Features commonly unique to Internet banking include: Personal financial management
support, such as importing data into personal accounting software. Some online banking platforms
support account aggregation to allow the customers to monitor all of their accounts in one place
whether they are with their main bank or with other institutions.
C. TELEPHONE BANKING
Telephone banking is a service provided by a financial institution, which allows its customers
to perform transactions over the telephone. Most telephone banking services use an automated phone
answering system with phone keypad response or voice recognition capability. To guarantee
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
security, the customer must first authenticate through a numeric or verbal password or through
security questions asked by a live representative (see below). With the obvious exception of cash
withdrawals and deposits, it offers virtually all the features of an automated teller machine: account
balance information and list of latest transactions, electronic bill payments, funds transfers between a
customer's accounts, etc.
Usually, customers can also speak to a live representative located in a call centre or a branch,
although this feature is not always guaranteed to be offered 24/7. In addition to the self-service
transactions listed earlier, telephone banking representatives are usually trained to do what was
traditionally available only at the branch: loan applications, investment purchases and redemptions,
cheque book orders, debit card replacements, change of address, etc. Banks which operate mostly or
exclusively by telephone are known as phone banks. They also help modernize the user by using
special technology.
D. MOBILE BANKING
Mobile banking (also known as M-Banking, mbanking, SMS Banking) is a term used for
performing balance checks, account transactions, payments, credit applications and other banking
transactions through a mobile device such as a mobile phone or Personal Digital Assistant (PDA).
The earliest mobile banking services were offered over SMS. With the introduction of the first
primitive smart phones with WAP support enabling the use of the mobile web in 1999, the first
European banks started to offer mobile banking on this platform to their customers.
Mobile banking has until recently (2010) most often been performed via SMS or the Mobile
Web. Apple's initial success with iPhone and the rapid growth of phones based on Google's Android
(operating system) have led to increasing use of special client programs, called apps, downloaded to
the mobile device.
3. REDEFINING OBJECTIVES
To cope with cost pressures and increased competition as well as to retain existing customers,
banks have started venturing into newer territories. This is one of the main reasons why banks are
focused on retail banking in a big way. The main advantage of getting into retail banking is that the
risks involved are lesser in this segment. There are lower Non Performing Assets (NPAs) in retail
banking. This is one of the reasons why loans such as those for housing, automotive, etc are being
touted by banks like never before. Credit cards and debit cards is another focus area for banks.
With this banks have redefined their business priorities. They are now focused on:
• Cost reduction
• Product differentiation
• Customer-centric services
4. REVIEW OF LITERATURE
Manoranjan Mobapatra, (2010) About Forty percent of the population in India is
unbanked. Since e-banking has evolved as a platform for future innovations that can have long
ranging socio-economic benefits for India and hence also be able to capitalize on the Indian
government’s dream of, one bank Account Per Indian; established in the fact that e-banking is the
need of the hour in India today. It is a win-win situation for all concerned, operators banks and
specialist companies are gradually getting themselves organized to operate e-banking services banks
are able to reach remote areas without incurring the heavy expenses that opening a branch entails
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
also the ATM penetrating in rural areas is not that High with only forty ATM s per million people in
India.
Bernadette D.Silva (2010) conducted an Analysis for internet banking that the bank
corporate to understand that there are certain Parameters in e-banking which are affected by the
demographic status like Gender, Income level and Educational Qualification etc., for opening
internet bank account. Bank operations through internet can attract longer customer and it will
enhance the brand image of banks for usage of sophisticated technology.
KR. Kamath (2010) Banks may more towards universal banking driven by the forces of
deregulation, liberalizations, and technological advancement. The pressures would emanate from
super markets, utility service providers etc., Technology has played and is playing a critical and
arguably the most important role in redefining the financial business. Banks are responding by
offering alternative delivery channels like ATMs, Tele banking, internet banking, mobile banking
etc., Most of the banks have already implemented core banking solution (CBS) across all offices to
provide “anytime anywhere” banking in true sense.
Several studies have attempted to identify critical success factors for electronic and nonelectronic banking. Chen (1999) in an attempt to identify critical success factors when adopting
various business strategies in the banking industry in Taiwan, conducted a survey of 336 domesticowned and 39 foreign-owned banks in Taiwan in 1997. A five-point Likert scale questionnaire was
mailed to branch managers of all 375 banks. Data obtained were analysed using factor analysis and
thus four critical success factors were identified, namely the ability of the bank to manage
operations, bank marketing, developing bank trademarks and financial market management (Chen,
1999).
In another banking study (Sciulli, 1998), it was found that lower levels of centralisation,
higher levels of complexity, larger size and higher levels of integration were highly related to the
successful implementation of product and service innovations. Investing in advanced and well
established technologies, integrating existing e-channels with new technology, providing staff
training and proper planning were also determinants of banks’ ability to succeed in creating,
processing, generating and disclosing real-time information to their customers (Gupta and Collins,
1997). Other crucial success factors include organisational competence for innovation (Ghoshal and
Ackenhusen, 1998) as well as having a centralised processing unit in the head office to reduce
operating cost and realise economies of scale (Devlin, 1995).
According to Daniel (1999) an organisation’s vision of the future, prediction of customer
acceptance, and a culture of innovation are the critical success factors for e-services for retail
banking in UK and Republic of Ireland, while e-banking in Germany has emphasised adequate and
appropriate software and hardware technical equipment to run e-channels efficiently (Dannenberg
and Kellner, 1998). Since e-channels will co-exist with the traditional branch network, Dannenberg
and Kellner (1998) emphasised that current applications of e-channels have to accommodate existing
operating systems as well as information processing and reporting applications.
Consumers’ preference for a mix of delivery channels will mean that e-channels like
telephone and Internet banking may not be the dominant delivery channel (Howcroft et al., 2002).
The branch network is still the most preferred delivery channel for acquiring current account
transactions, credit-based and investment-based services. However, duplication of delivery channels
will result in increasing costs and banks will be forced to educate consumers and encourage them to
use more of telephone and Internet banking. In order to be cost effective and successful in
implementing telephone and Internet banking, banks will need to provide value for money, error
free, convenient and user-friendly services (Howcroft, 2002).
Although the Internet provides many opportunities for banks such as e-payment, cost savings,
enhanced reputation as an efficient and advanced financial service provider, attracting funds, unit
trust and stock brokering, it is still the case that current banking services through the Internet are
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
limited due to security concerns and technological problems (Mols et al., 1999; Mols, 1999). For
successful delivery of financial services through the Internet, Mols (1999) discovered that financial
institutions have to satisfy a vast range of complex customers, deal with competition from new
entrants in the financial market, and constantly improve their services to maintain market share in the
World Wide Web.
Moreover, a survey on 65 largest retail banks in Denmark to examine the effective
implementation of e-channels, such as PC banking and Internet banking, revealed that support from
bank managers and top management, an orientation towards the future, a willingness to let old
channels be cannibalised by new channels, as well as the bank size are some of the important factors
that ensure the successful implementation of e-channels (Mols, 2001). In Europe, as well as
constructing solutions to manage routine financial transactions, integrated solutions to support
existing business processes and collaboration between competing financial institution to cut down
development cost were found to be necessary for the success of Internet banking (Seitz and Stickel,
1998).
In contrast, educating consumers on Internet banking was found to be crucial to forge ahead
in Internet banking in Australia (Sathye, 1997). The features, advantages, uses and the whole concept
of Internet banking had to be made known to consumers in order to ensure that Internet banking was
implemented successfully.
For financial institutions to better manage and market their delivery of financial services,
Thornton and White (2001) analysed consumers’ attitude towards the usage of financial distribution
channels and tried to identify if any particular patterns of access to financial services exist. Results
from the survey conducted in New South Wales, Australia, revealed that banks that adopt a multichannelling distribution channel to meet the needs of different market segments faced relatively
higher costs. As such, Thornton and White suggested that financial institutions should specialise in
the delivery of particular grouping of distribution channels that would maximise their profit. This
means if a financial institution finds that its profit comes mainly from service-oriented customers,
then it would be best for the banks to concentrate on human interface type of services like branch
network. If banks were to attract or retain convenience, technological or change oriented customers,
then they should focus on more self-service or online electronic type of distribution channels.
In brief, Levy (1998) summarised the critical success factors for success for high-technology
organisations as innovation, manpower, organisation and knowledge factors. Technological
innovation will evolve as a result of the availability of new technology or combination of old and
new technology. Equally, innovation may be market driven for banking services if market needs are
well established and well recognised. An organisation experiencing rapid technological change, has
to create a framework to motivate personnel to achieve the organisation’s objectives, recruit best
staff and retain good staff that they already have, as well as keeping abreast of the latest
technological “know-how” and “know-why” (Levy, 1998). Technology know-how relates to
appropriate skills and knowledge of IT with regards to operation, while technology knows-why is the
collection of knowledge, experience, and intuition that yields accurate prediction of future trends and
needs.
A review of the current literature suggested that as yet there is no generalised conclusion to
be drawn on what contributes to the successful implementation of e-banking. However, the factors
identified in the studies conducted in various parts of the world provide a useful guide in determining
the success factor in this study. Indeed a specific objective of the current paper is to determine the
extent to which success factors identified in highly developed banking systems are relevant in a
context such as Malaysia where e-banking is a relatively recent phenomenon.
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
5. SCOPE OF THE STUDY
The study is made to determine factor that are essential for the successful implementation of
e-channels in Banks. The various e-channels offered by the Banks are ATM, Internet Banking, Tele
banking and Mobile Baking. The study mainly concentrates towards the perceptions of e-services
offered by the Bank.
6. STATEMENT OF THE PROBLEM
One of the most significant implications of technology advances in the Banking sectors is the
possibility of delivering banking service through electronic channels (e-Channels). E- channels
provide alternatives for faster delivery of Banking service to a wider scope of Customers.
Nowadays, e – channels have gained increasing popularity in delivery Banking service. However
prior to implant of e-channels, several factors and investment costs must be identified to ensure a
most cost effective and efficient execution of e channels services. Hence a attempt is made to
determine factors that are essential for the successful implementation of e-channels in ICICI Bank in
Trichy.
The Latest technology of e-channels is to provide convenient services and a reduced
operating cost, implementing e-channels involves substantial risks and costs. How should banks
integrate the e-channels with existing channels successfully? What would be the appropriate Staff
training programme? How should Banks cope with the ever increasing and rapid technologies
changes in delivering effective service? What would it take to bring about the success in
implementing e-channels in Banks?
7. OBJECTIVES
1.
2.
3.
4.
To identify the association between personal profile and E-Banking services.
To identify the relationship between technology and E-banking services.
To study the various services offered by E-Banking.
To identify the significant relationship between ATM, Interne Banking, Tele Banking and
Mobile Banking.
8. HYPOTHESIS
1.
2.
3.
There is no association between personal profiles and satisfaction with E- Banking service
offered by the Bank.
Technology creates positive impact towards e-banking service.
Banks offer E- banking service for customer satisfaction.
9. METHODOLOGY
A sample design is a selection process or a technique. It is a definite plan for obtaining a
sample from the given population Sample design as well lay down the number of items to be
included in the sample .the researcher determines the sample design before data collection.
The population is all the customers of ICICI Bank at Trichy. The sampling unit was limited
to the customers effectively using e-channels. The data bases of the customers were obtained from
the selected banks main branches. The structured questionnaire was sent through web and the
response rates of the respondents were satisfactory. The researcher settled on a sample size of 150.
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
The researcher adopted Simple Random sampling. The Study consists of both primary and secondary
data.
Appropriate Statistical technologies are used to supplement the analysis and data
interpretation. Statistical techniques like Percentage Analysis, Chi - square, Correlation, and Multiple
Regression are applied with the help of SPSS (Statistical Package Tools for Social Science) at the
appropriate juncture.
10. LIMITATIONS OF THE STUDY
a.
b.
The study is limited to one bank in trichy.
The study is based on the opinions expressed where there is a great tendency for fluctuations in
response and behavior, which can lead to certain distortions.
11. RESULTS AND DISCUSSION
a.
To identify the Association between selected personal profiles of the bank customers
and overall satisfaction with E- Banking Services
Hypothesis
Chi Square
Value
df
Asymp.
Sig.
Result
There is no association between Gender and Overall
satisfaction with E – Banking.
2.584
4
.630
Accepted
There is no association between Age and Overall
satisfaction with E – Banking
48.056
12
.000
Rejected
There is no association between Educational level
and Overall satisfaction with E – Banking.
131.338
12
.000
Rejected
9.002
8
.342
Accepted
192.640
28
.000
Rejected
There is no association between Occupation and
Overall satisfaction with E – Banking.
There is no association between Annual Income and
Overall satisfaction with E – Banking.
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
b.
To identify the relationship between satisfaction and technologies available in the
Bank
Pearson Correlation
Technology
ATM
Internet
Banking
Telephone
Banking
Mobile
Banking
Overall
satisfaction
with E
Banking
Telephone
Banking
Mobile
Banking
Overall
satisfaction
with E Banking
Technology
ATM
Internet
Banking
1
.677**
.740**
.669**
.447**
.844**
.000
.000
.000
.000
.000
Sig. (2-tailed)
N
150
150
150
150
150
150
Pearson Correlation
.677**
1
.643**
.642**
.514**
.681**
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
150
150
150
150
150
150
Pearson Correlation
.740**
.643**
1
.608**
.385**
.752**
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
150
150
150
150
150
150
Pearson Correlation
.669**
.642**
.608**
1
.431**
.681**
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
150
150
150
150
150
150
Pearson Correlation
.447**
.514**
.385**
.431**
1
.433**
Sig. (2-tailed)
.000
.000
.000
.000
N
150
150
150
150
150
150
Pearson Correlation
.844**
.681**
.752**
.681**
.433**
1
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
150
150
150
150
150
.000
150
**. Correlation is significant at the 0.01 level (2-tailed).
The above table shows the correlation between the e-channel services offered in banks. The
multiple correlation Cleary shows that overall customer satisfaction with technology is found to be
highly correlated (.844) and it is significant at (.000). The correlation between satisfaction and
overall perception about the functioning of ATM machines is highly correlated (.681) and it is
significant at (.000). The correlation between overall satisfaction and internet banking is highly
correlated (.752) and it is significant at (.000). The correlation between overall satisfaction and
Telephone banking is highly correlated (.681) and it is significant at (.000). The correlation between
overall satisfaction and mobile banking is moderately correlated (.433) and it is significant at (.000).
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
c.
To identify the cause and affect between selected E - Channels and satisfaction
(i)
Model Summary
F
Std. Error of the
(.Sig)
Estimate
73.670
1
.819
.670
.661
.615
(.000)
Predictors: (Constant), Mobile Banking, Internet Banking, Telephone Banking, ATM
Model
R
R Square
Adjusted R Square
The model summary table shows R-Square for this model is .670. This means that 67 percent
of the variation in satisfaction with E-Banking (dependent variable) can be explained from the 4
independent variables. The table also shows the adjusted R-square for the model as .661
(ii)
Coefficients
Model
Unstandardized Coefficients
B
Std. Error
(Constant)
-.940
.164
ATM
.241
.084
1 Internet Banking
.581
.086
Telephone Banking
.359
.092
Mobile Banking
.041
.052
Dependent Variable: Overall satisfaction with E – Banking
Standardized
Coefficients
Beta
.206
.444
.259
.044
t
Sig.
-5.712
2.875
6.726
3.895
.774
.000
.005
.000
.000
.440
To determine if one or more of the independent variables are significant predictors of
development center, we examine the information provided in the coefficient table. The two
independent statements found in are statistically significant.
The standardized coefficient beta column reveals that ATM has a beta coefficient .206 which
is significant at (.005). Internet Banking has a beta coefficient .444 which is significant at (.000).
Telephone Banking has a beta coefficient .259 which is significant at (.000). Mobile Banking has a
beta coefficient .044 which is not significant at (.050).
D. FINDINGS
1.
2.
4.
5.
6.
7.
Gender of the respondent’s shows that 70% of the respondents were Male.
Age classification of the respondents shows that 33% of the respondents were under the age
group of 30-40 and 40-50.
Educational qualification of the respondents shows that 46% of the respondents were
graduates.
Occupation classification of the respondent’s shows that 60% of the respondents were
business/self employed as occupation.
Annual income of the respondents shows that 22% of the respondents belong to 4- 5 lakhs of
annual income.
Technology the only way of future to this 55% of the respondents strongly agrees that the
technology is the only way of future.
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
According to 55% of the respondents they strongly agreed that the technology is excitant.
Learned to live with technology for the benefits to this 53% of the respondents strongly agree.
Using technology as much as possible to this 46% of the respondents strongly agreed.
Use of banking machines as much as possible to this 55% of the respondents strongly agreed.
ATM is so easy to operate and convenient than in branch banking to this 53% of the
respondents agreed.
Information/instructions given by ATM is easy to understand to this 55% of the respondents
agreed.
ATM is conveniently located to this 57% of the respondents agreed.
Problem arising in ATM machine are solved immediately to this 54% of the respondents
agreed.
ATM centre is in full safe mode to this 50% of the respondents agreed.
Minimum and maximum cash withdrawal limits are satisfactory to this .53% of the
respondents agreed.
Complete computer knowledge is needed to use internet banking to this 59% of the
respondents agreed.
Internet banking is economical than other E-banking channels to this 56% of the respondents
agreed.
Internet banking helps to manage finance effectively to this 47% of the respondents strongly
agreed.
Website contain relevant information like accounts details, operation guideline (demo),
security arrangements, etc to this 47% of the respondents strongly agreed.
There is no risk if internet connection disconnected while using internet banking to this 43% of
the respondents agreed.
Navigating the bank’s website is easy and it can be downloaded quickly and it’s updated to this
45% of the respondents agreed.
Complaint resolution is fast and satisfactory to this 55% of the respondents agreed.
Short waiting time to this 51% of the respondents agreed.
Clear instruction to this 49% of the respondents agreed.
Pleasant musical background to this 61% of the respondents agreed.
Nominal charges to this 53% of the respondents agreed that the charges are nominal.
Regarding tele-banking 53% of the respondents agree that the tele-banking will make banking
more affordable to use.
Alerting every debit and credit of account is within reasonable time to this 57%
of
the
respondents strongly agreed.
It is more convenience and time saving than other E-banking channels to this 50% of the
respondents strongly agreed.
Regarding accessibility 58% of the respondents strongly agree that it is accessible anywhere in
the country.
Regarding charges 61% of the respondents strongly agree that are nominal.
Mobile banking will make banking more affordable to use to this 59% of the respondents
strongly agreed.
Mobile phone banking depends up on the mobile phone company service to this 59% of the
respondents strongly agreed.
Regarding overall satisfaction 56% of the respondents strongly agreed they have overall
satisfaction with E-Banking.
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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 19-30 © IAEME
E. SUGGESTIONS
1.
2.
3.
4.
5.
6.
7.
8.
9.
F.
The e- Channels should increase operational efficiency, profitability & productivity of the
Bank.
The e-channel should be multi channel and real time transaction processing.
The banks should adopt e-channel as a better cross selling ability.
The e-channels should bring the back office as improved management and accountability.
The banks should charge minimum transaction cost.
The banks should make improved financial analysis capabilities with the help of e-channels.
The e-channels should be visible addition to customer value.
E-channels in banks should be improvement of operational efficiencies leading to customer
convenience and cost saving.
Banks should make a well define return on technology investment.
CONCLUSION
This study attempts to identify factors that banks should possess to ensure a successful
implementation of e-channels in ICICI bank. The e-channels currently used by bank are branch
network, automated teller machines (ATMs), telephone banking, mobile banking and internet
banking. The findings would provide important information to banks on how to implement the right
mix of e-channels effectively. This study also provide practical knowledge to other service sectors
that face similar pressures for change from technological advancement, namely insurance companies,
stock broking firms and other financial institutions.
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