A STUDY ON CONSUMERS ATTITUDE TOWARDS ON-LINE BANKING

Section: A: Demographic Variables of Respondent

Q1. Gender a) Male Q1.2. Age i) Below 20 b) Female ii) 21-30 iii) 31-40 iv) 41-50 v) More than 50

Q1.3. Marital Status i) Married ii) Unmarried Q1.4. Education Level i) Illiterate ii) Diploma iii) U.G iv) P.G v) Any other iv) Service v) Others

Q1.5. Employment Status i) Student ii) Self Employed / Business Q1.6. Monthly Income i) Below 10000 ii) 10000- 25000 Q1.7. Type of Bank i) Public sector Q1.8 Type of account i) Saving

iii) Professional

iii) 25001-40000 iv) 40001-55000 iii) Foreign bank

v) More than 55000

ii) Private sector ii) Current iii) 6-8 years

iii) Any other specify iv) more than 9 years

Q1.9 E. Banking Patronage i) 0-2 years ii) 3-5 years

Section B: Statements related with Internet Banking on five point scale, where Strongly Agree = 5, Agree = 4, Neutral=3, Disagree=2, Strongly Disagree=1
Sr Factors No 1 Banking Needs Internet banking is compatible with my banking needs Internet banking is easy to use Internet banking is compatible with my life style Using Internet banking is a sign of modernity My friend is using Internet banking 2 Core Services You are satisfied with the skills and competencies of the employees The bank has convenient timings The behaviour of the employees instill confidence in you Each branch has a sufficient number of employees The bank has clear objectives to satisfy customers The brand image of bank is appealing to you Mission and vision statements of the banks rightly defines its commitment towards customers SA A N D SD

Sr Factors No 3 Convenience My bank has convenient timings The location of ATMs are convenient to you The number of branches of bank are enough The location of branches of bank are convenient to you The bank provides ATMs at several prominent locations 4 Risk Privacy I am concerned about the security of internet banking services I dont trust internet banking services I am concerned about the privacy of internet banking services I prefer personal and face to face banking 5 Continue with the Bank The product and services offered by the bank are satisfactory You wish to continue with the bank as you are satisfied with it The general ambience and comfort level of the bank is satisfactory Parking space available is sufficient 6 Solution to Problem It takes long time to resolve your problems Usually one has to stand in long queue in the bank for any transaction As a customer, when you have a problem, you get proper response from the concerned employee 7 Cost Saved Internet banking is a cheaper way to conduct banking My bank offers additional benefits for internet banking users My bank does not offer incentives to use the internet banking services My bank encourages me to use internet banking 8 Interest Policy The interest rate offered by the bank on various deposits is competitive enough The rate of interest charged on the loans are satisfactory 9 Bank Charges The bank has number of categories to charge its customers or to impose penalties The charges that the bank collects from you are reasonable when compared to other banks 10 Feature Availability Internet banking makes conducting banking transaction easier My bank does not offer training to use Internet banking services I do not know how to use Internet banking services My bank does not offer Internet banking services Internet banking does not resonate with me

SA

SD

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