Research proposal on

Customer perception on online banking.

NAME ID REMARK
S. M. MOMINUL ISLAM (GL) B-120202006
AHANAF TAHMID ALVEE B-120202005
MD.HABIBUR RAHAMAN B-120202038
MD.ABDUL WAHAB SHAWON B-120202052
MD. RAKIB B-120202058
MD.MOSTAFIZUR RAHMAN B-120202095
Title: Customer perception on online banking.
Background of the study
Online banking refers to banking services where depositors can manage more aspects of their
accounts over the Internet, rather than visiting a branch or using the telephone. Online banking
typically is comprised of a secure connection to banking information through the depositors
home computer or another device.

Online banking allows a user to execute financial transactions via the internet. Online banking is
also known as "internet banking" or "web banking." An online bank offers customers just about
every service traditionally available through a local branch, including deposit which is done
online or through the mail, and online bill payment.

Customer perception refers to the process by which a customer selects, organizes, and interprets
information/stimuli inputs to create a meaningful picture of the brand or the product. It is a three
stage process that translates raw stimuli into meaningful information.

Customer perception refers to how customers view a certain product based on their own
conclusions. These conclusions are derived from a number of factors, such as price and overall
experience.

When it comes to influencing consumers to purchase a product, their perception of the brand
must be taken into account. This perception may vary based on the customer or a certain
demographic of customer. Customer perception can be developed from a variety of factors, such
as their own personal experience or how they have heard other people experienced the product.

I found that many customer want more online service to save time and cost. Many customers are
happy with traditional banking. Some customers have no faith on online banking. I found that
many customers are not aware of online banking. Many people do not write English. But all
operation of online banking is done English language. People also worry about safety of their
account. Customer care service is not available in online banking. Lack of sufficient internet
connection is major barriers of online banking.

Literature review
Aashish Shashikant Jani (2012) identify relative important factors affecting the areas of strength
and weaknesses of public and private sector banks in terms of different technologies offered to
customers and future growth of e-channels in retail banking. Parameters like money transactions,
efficiency, financial services, reliability and motivation were used to find the above. The
empirical data from 100 respondents of customers of bank were selected using a survey
questionnaire and hypothesis were framed and tools like Mean, Standard Deviation, Coefficient
of Variation, Correlation Analysis and Z test were used. The result reveals that use of technology
inferred a positive perception of customers of public sector and private sector banks.

Mohammad Hosein Moshref Javadi et al., (2012) in their study to evaluate the quality of private
banks services provided to the customers and to measure the customers satisfaction.
SERVQUAL six dimensions scale to be measured are tangible, reliability, responsiveness,
assurance, empathy and accessibility the ability to access private banks easily and conveniently.
A pilot survey was conducted for the questionnaire and reliability and validity test satisfies and
the final questionnaire was distributed to the 390 convenience respondent. Six hypotheses were
framed for the above and tools like mean and t test were analyzed and the result indicates that
assurance, reliability seems to be most important dimensions and accessibility and tangibility are
the most serious problem and private bank have to improve actions in mentioned dimensions.

Md. Abdul Muyeed (2012) in his study to evaluate the service quality in retail banking in the
developing countries in general and Bangladesh. Service quality dimensions like reliability,
competence, tangible and empathy with 14 parameters were measured and demographic profile
of the customers were taken for the study. The questionnaire has designed on the basis of the
study as parasuraman et al (1985) and questionnaire has been personally distributed on a sample
size of 250 chosen from private and public sector banks. Tools like percentage analysis, mean,
standard deviation and z test were taken for the study and the results indicates that customers
perception has reached on highest in the prompt and accuracy in transactions followed by safety
of customers investments and keep confidentiality of account and transactions and lowest in the
service of modern equipment and decor. Due to increasing completion the bank need to consider
the weak areas in order to meet customer perception about service quality.

Research question
The research will be conducted to find out the solution of the following problem:

What is the perception of customer of online banking?

Are customers satisfied on online banking?
What are the barriers to offer online banking?
Difference between customer follow online banking and not follow online banking?
Difference between online verses traditional banking customer?
What are the sudden reactions when they ask for some extra rule to ensure security?
Objective of the study
A Bank operates its activities not only to earn profit, but also to serve its clients in accordance
with their needs and demands. Online banking is the demand of time as well as the demand of
customer. IFIC Bank is popular for its better customer services. The main objectives of the study
are to evaluate the customer expectations in term of online banking.

The study is an attempt to fulfill the following objectives:

To identify the tools of evaluating the customer perception of online banking;

To find out the level of customer satisfaction of online banking;
To find out the barrier of online banking;
To find out the difference between online verses traditional banking;
To find out the difference between customer follow online banking and not follow online
banking;
To identify the customer reactions when suddenly they asked some extra rules to make
the extra system secure and
To measure the customer perception.

Research Methodology
Major points:

Research type Exploratory Research

Population size People of Bangladesh
Sample size 500 People
Sampling technique Multistage Stratified , Random Sampling
Nature of data collection Primary data
Data collection instrument questionnaire, interview,
Data processing instrument SPSS ,EXCEL, WORD

Research Approach

A deductive research approach will be used to conduct the study. I will use the survey method and
secondary data.

Sampling Method:

The in-depth interview procedure for this study will be limited in some online bank. More over
the researcher will have to figure to out weather the respondents for under the category or not. If
they fall, then they will be interviewed for 30 minutes.

Data Collection Method:

Primary Data collection Secondary Data collection

1.Interview 1.Bank Annual Report
2. Questionnaire 2. Newspaper
3.Journal

Sources of Data

1. Primary Data
2. Secondary Data
Primary Data: I will collect our primary data to figure out the main reasons and publics reaction on
online banking in Bangladesh by conducting a survey on 100 general people. To do that survey first I
have to prepare some questions and some suitable answers against each question. Then I have to pretest
that questionnaire out side of the sample. After that I will go out for general people to conduct our survey.
The businessmen, shopkeepers, doctors, teachers, retired peoples, servants, housewives and students will
be participating in our survey.

Secondary Data: I will collect our secondary data from the Bangladesh Bureau of Statistics (BBS),
Bangladesh Bank and Association of Banker (ABB) and from internet. However, bulk of the data will be
collected from primary sources.

Study Area

As I will conduct the survey within Bangladesh, first I will select five small areas randomly.
Then I will select twenty samples from each area for conducting my survey.

Sample Size

The Sample Size of my research is 1500

Sample Selection Procedures:

In sample Selection, I will use Multistage Stratified Random Sampling. That is, I will divide the
whole Bangladesh in small areas and select five small areas randomly. I will select residential
areas as well as business and trade areas to conduct our research. Then from each of the five
areas, I will select twenty people as sample. I will try to involve all types of people as,
Businessmen, Jobholder, Household, Students in our survey.

Tools used in Analysis

MS Excel, word, office 2013, Co-relation, regression.

Expected Contribution of this Research on Society

1. This research will encourage people to get involved in online banking

 2. It will help people gain understanding the real scenario of online banking.
3. People can know the benefit of online banking.
4. Online banking will be more trustworthy among people.

Time Budget (1 year)

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1 Title

2 Background
Of the study
3 Research
question
4 Objective of
the study
5 Research
Methodolog
y:
Tools use in
analysis
6 Include time
budget And
cost Budget
7 Provide
Reference

Cash Budget (1 year)

Month Expense Title Expense

August,2016 Start the study, researchers 40,000BDT

accommodation, rent, study
element cost.
September,2016 Researchers accommodation, 45,000BDT
rent, communication expense,
study element cost.
October,2016 Researchers accommodation, 70,000BDT
rent, communication expense,
analysis and solve research
question, data collection from
 primary and secondary
sources, internet bill.
November,2016 Researchers accommodation, 70,000BDT
rent, communication expense,
analysis and solve research
question, data collection from
primary and secondary
sources, internet bill. .
December,2016 Researchers accommodation, 80,000BDT
rent, communication expense,
analysis and solve research
question, data collection from
primary and secondary
sources, internet bill.
January, 2017 Researchers accommodation, 75,000BDT
rent, internet bill,
communication expense,
define objective of the study,
buy books and journal.
February,2017 Researchers accommodation, 70,000BDT
rent, internet bill,
communication expense,
define objective of the study,
buy books and journal.
March,2017 researchers accommodation, 65,000BDT
rent , internet bill,
communication expense, use
different tools
April,2017 Researchers accommodation, 80,000BDT
rent, internet bill,
communication expense, other
expense.
May,2017 Researchers accommodation, 85,000BDT
rent, internet bill,
communication expense, other
expense.
June,2017 Researchers accommodation, 90,000BDT
rent, internet bill,
communication expense, other
expense.
July,2017 Researchers accommodation, 70,000BDT
 rent, internet bill,
communication expense, other
expense and research ending
cost.
Total Cash Budget =8,50,000BDT

Reference

Web Reference
1 http://www.ificbank.com.bd
2 http://www.recommendedsystemrequirements.com/site/ific-bank
3 http:// www.banglapedia.org/httpdocs/HT/I_0019.HTM
4 http://www.wisegeek.com/what-is-online-banking.htm
5 http://www. en.wikipedia.org/wiki/Online_banking
http:// www.wbiconpro.com/602-Delwar.pdf

Reference book

1. KennethC.Laudon and CaroG.Traver, E-commerce: Business, Technology,Society,

th
9 edition, Pearson education