1

LIST OF TABLES
TABLE NO 1 2 3 TITLE TABLE SHOWING THE AGE GROUP OF THE RESPONDENTS TABLE SHOWING THE GENDER OF THE RESPONDENTS TABLE SHOWING THE MARITAL STATUS OF THE RESPONDENTS TABLE SHOWING THE EDUCATIONAL QUALIFICATION OF THE RESPONDENTS TABLE SHOWING THE 5 OCCUPATIONAL STATUS OF THE RESPONDNETS TABLE SHOWING THE INCOME LEVEL OF THE RESPONDENTS TABLE SHOWING THE BAN ACCOUNT OF THE RESPONDENTS TABLE SHOWING THE AWARENESS OF RETAIL SERVICES PROVIDED B! BAN AMONG THE RESPONDENTS TABLE SHOWING THE SERVICE FACILITES IN RETAIL BAN ING TABLE SHOWING THE PURPOSE OF VISIT TO BAN S TABLE SHOWING THE 11 ACCESSIBILIT! CHANNELS FOR RESPONDENTS QUERIES TABLE SHOWING THE 12 SATISFACTION LEVEL ON BAN S 2 54 52 40 PAGE NO 32 34 36 38

6 7

42 44

46

"

48

10

50

TERMS AND CONDITIONS TABLE SHOWING THE NEEDS OF 13 BAN # S FRIENDL! APPROACH ON QUERIES TABLE SHOWING THE 14 EFFICIENC! OF BAN S TO RESPOND TO CUSTOMER QUERIES TABLE SHOWING THE 15 SATISFACTION LEVEL REGARDING THE RESPONSE TO QUERIES TABLE SHOWING THE MEDIAS APPROACH TOWARDS A PARTICULAR BAN S TABLE SHOWING THE ATTRIBUTES 17 TO CHOOSE A BAN TABLE SHOWING THE LEVEL OF 18 APPROACH ON INTEREST CHARGES TOWARDS LOANS$ CREDIT CARDS AND DEBIT CARDS TABLE SHOWING THE USAGE OF 1" INTERNET BAN ING TABLE SHOWING THE PREFERENCE OF INTERNET 20 BAN ING FACILITIES AMONG THE RESPONDENTS TABLE SHOWING THE USAGE OF 21 NOT AVAILING INTERNET BAN ING SERVICES TABLE SHOWING THE CUSTOMER 3 72 70 68 66 64 62 60 58

56

16

22

74

ATTENTION TOWARDS ONLINE BAN ING FACILIT! TABLE SHOWING THE OVERALL 23 CUSTOMER SERVICE PROVIDED B! BAN S 76

TABLE SHOWING THE ESSENTIAL 24 FACTORS FOR CUSTOMER RETENTION TABLE SHOWING THE ACTIVITIES 25 FOR BAN S TO BUILD TRUSTWORTH! RELATIONSHIP TABLE SHOWING THE 26 RESPONDENTS INDS OF 82 80 78

PROBLEMS FACED B! THE

27

TABLE SHOWING THE BIAS SHOWN B! BAN S TABLE SHOWING THE

84

28

COMPLAINTS REGARDING RETAIL SERVICES

86

LIST OF CHARTS
CHART NO 1 2 3 4 TITLE CHART SHOWING THE AGE GROUP OF THE RESPONDENTS CHART SHOWING THE GENDER OF THE RESPONDENTS CHART SOWING THE MARITAL STATUSOF THE RESPONDENTS CHART SHOWING THE EDUCATIONAL QUALIFICATION OF THE RESPONDENTS PAGE NO 33 35 37 3"

5 6 7 8

CHART SHOWING THE OCCUPATION STATUS OF THE RESPONDENTS CHART SHOWING THE INCOME LEVEL OF THE RESPONDENTS CHART SHOWING THE BAN ACCOUNT OF THE RESPONDENTS CHART SHOWING THE AWARENESS OF RETAIL BAN ING SERVICES CHART SHOWING THE SERVICE FACILITIES IN RETAIL BAN ING CHART SHOWING THE PURPOSE OF VISIT TO BAN S CHART SHOWING THE ACCESSIBILIT! CHANNELS FOR RESPONDENTS QUERIES CHART SHOWING THE SATISFACTION LEVEL ON BAN S TERMS AND CONDITION CHART SHOWING THE NEEDS OF BAN #S FRIENDL! APPROACH ON QUERIES CHART SHOWING THE EFFICIENC! OF BAN S TO RESPOND TO CUSTOMER QUERIES CHART SHOWING THE SATISFACTION LEVEL REGARDING THE RESPONSE TO QUERIES CHART SHOWING THE MEDIAS APPROACH TOWARDS A PARTICULAR BAN S CHART SHOWING THE ATTRIBUTES TO CHOOSE A BAN CHART SHOWING THE LEVEL OF APPROACH ON INTEREST CHARGES 6

41 43 45 47

" 10 11

4" 51 53 55

12 13

57 5"

14 15

61

16

63

17 18

65 67

TOWARDS LOANS$ CREDIT CARDS AND DEBIT CARDS 1" 20 CHART SHOWING THE USAGE OF INTERNET BAN ING SERVICES CHART SHOWING THE PREFERENCE OF INTERNET BAN ING FACILITIES AMONG THE RESPONDENTS CHART SHOWING THE USAGE OF NOT AVAILING INTERNET BAN ING SERVICES CHART SHOWING THE CUSTOMER ATTENTION TOWARDS ONLINE BAN ING FACILIT! CHART SHOWING THE ESSENTIAL FACTORS FOR CUSTOMER RETENTION CHART SHOWING THE ACTIVITIES FOR BAN S TO BUILD TRUSTWORTH! RELATIONSHIP 81 6" 71

21

73

22

75

7" 23 24

83 25 CHART SHOWING THE INDS OF PROBLEMS FACED B! THE RESPONDENTS CHART SHOWING THE BIAS SHOWN B! BAN S CHART SHOWING THE COMPLAINTS REGARDING RETAIL SERVICES 85 87

26 27

INTRODUCTION TO THE INDUSTR!

A remarkable shift in the Indian economy from the manufacturing sector to a budding service sector ( anking! can be "itnessed in recent years# $he banking scenario in India is at the crossroads and is continuously evolving% but the &rogress has been remarkable over the &ast decade# 'ith the retail banking sector e(&ected to gro" at a rate of 3)*% &layers are focusing more and more on the retail and are "alking u& to the &otential of this sector of banking# In future the banking industry in India is likely to reach a value of +3)) billion by 2)1)# T!PES OF BAN ING C%&&'()*+, -+./ 0+1 23% &'+.*.415

-ommercial bank is the term used for a normal bank to distinguish it from an investment bank# (After the great de&ression% the .#/# -ongress re0uired that banks only engage in banking activities% "hereas investment banks "ere limited to ca&ital markets activities# $his se&aration is no longer mandatory#! -ommercial bank can also refer to a bank or a division of a bank that mostly deals "ith de&osits and loans from cor&orations or large businesses% as o&&osed to normal individual members of the &ublic (retail banking!# It is the most successful de&artment of banking# -ommunity develo&ment bank are regulated banks that &rovide financial services and credit to underserved markets or &o&ulations# 1rivate anks manage the assets of high net "orth individuals# /avings banks acce&t savings de&osits#

o o

FINANCIAL SERVICES PROVIDED B! BAN S 2inancial services refer to services &rovided by the finance industry# $he finance industry encom&asses a broad range of organi3ations that deal "ith the management of money# A -+./ is a financial intermediary that acce&ts de&osits and channels those de&osits into lending activities% either directly or through ca&ital markets# A bank connects customers "ith ca&ital deficits to customers "ith ca&ital sur&luses# A 4commercial bank4 is "hat is commonly referred to as sim&ly a 4bank4# $he term 4commercial4 is used to distinguish it from an 4investment bank%4 a ty&e of financial services entity "hich% instead of lending money directly to a business% hel&s businesses raise money from other firms in the form of bonds (debt! or stock (e0uity!# BAN ING SERVICES $he &rimary o&erations of banks include5 6ee&ing money safe "hile also allo"ing "ithdra"als "hen needed 7

1rovide &ersonal loans% commercial loans% and mortgage loans (ty&ically loans to &urchase a home% &ro&erty or business!

Issuance of credit cards and &rocessing of credit card transactions and billing

Issuance of debit cards for use as a substitute for checks Allo" financial transactions at branches or by using Automatic $eller 8achines (A$8s!

1rovide "ire transfers of funds and 9lectronic fund transfers bet"een banks

2acilitation of standing orders and direct debits% so &ayments for bills can be made automatically

1rovide overdraft agreements for the tem&orary advancement of the ank:s o"n money to meet monthly s&ending commitments of a customer in their current account#

1rovide -harge card advances of the

ank:s o"n money for

customers "ishing to settle credit advances monthly# 1rovide a check guaranteed by the ank itself and &re&aid by the

customer% such as a cashier:s check or certified check#

INTRODUCTION TO THE STUD!

DEFINITION OF ATTITUDE

1)

6Attitude is the underlying "ay "e think% feel and act ; ho" "e react to the "orld around us# It determines the 0uality and effectiveness of all of our thinking% emotions and behavior ### and% thereby% the &ositive or negative conse0uences of that behavior# <obs and relationshi&s come and go% but your attitude is al"ays "ith you# =ou can:t take a vacation from yourself> Attitude is based u&on our e(&ectations and &erce&tions ;; our definition of reality6#

ATTITUDE
An +22*278' is a hy&othetical construct that re&resents an individual:s degree of like or dislike for something# Attitudes are generally &ositive or negative vie"s of a &erson% &lace% thing% or event? this is often referred to as the attitude ob@ect# 1eo&le can also be conflicted or ambivalent to"ard an ob@ect% meaning that they simultaneously &ossess both &ositive and negative attitudes to"ard the item in 0uestion#

ACTIVIT!
1# Aecall a )0+,,'.4' you faced in your interactions "ith others ("hether on your current @ob% in a &revious @ob or in your &ersonal life!# 2# D'1)(*-' the situation% the other &eo&le involved% "hat "as challenging about it% and ho" you handled it#
o o o

'hat "ere your actionsB =our thoughtsB =our feelingsB 'hat statements did you useB In "hat tone of voiceB 'hat "as your body languageB =our facial e(&ressionB

3# Co" 12'9 -+)/ and look at "hat you:ve "ritten# 'ere you a Spectator% Critic or Player (or some combination!B 4# Do" could you face and handle a similar challenge in the :727('B

DEFINITION OF A POSITIVE ATTITUDE

11

 B' H%9':7, +-%72 20'

W*,,*.4.'11 I8'.2*:; 20' G%%8 2% *. 20' T+)/,' A

F,'>*-,'

F727(' B+8 C0+,,'.4'1 A22*278' 6A number of factors contribute to a ha&&y% "ell;ad@usted e(istence# 'e are constantly encouraged to maintain a &ositive attitude% but "hat e(actly does that &hrase meanB As you attem&t to arrive at your o"n definition of a &ositive attitude# B; + 0'3 C%.2(*-72%( 6<

FACTORS CONSIDERED

1eo&le e(uding a &ositive attitude are ho&eful about the future# $hey are confident in their abilities to achieve their goals and are e(cited about the &ossibilities of &ositive ne" e(&eriences#

$hose "ho seek the silver lining in the cloud are &rime e(am&les of &eo&le "ith &ositive attitudes# A &ositive attitude means by&assing obstacles to find the good &arts of a bad situation#

A fle(ible% amiable attitude is a &ositive attitude# 1eo&le "ho are able to ada&t easily to ne" &lans "hen a standing &lan goes a"ry are those "ith &ositive attitudes#

'here there is a readiness to meet ne" challenges head;on% there is a &ositive attitude behind it# Cegative attitudes often shut do"n at the &ros&ect of a ne" challenge or e(&erienceE &ositive attitudes are ready and "aiting for them#

A8%92 + 6C+.=D%6 A22*278' 12

A &ositive attitude breeds confidence in individual abilities# It is virtually im&ossible to &ossess genuine self;confidence "ithout a genuine &ositive attitude# DIFFERENT INDS OF ATTITUDE

1eo&le react differently "hen confronted "ith different situations# 2or e(am&le% a &erson "ho reacts cheerfully "hen it comes to "atching a movie may not react cheerfully "hen it comes to going out to the mall# $hat doesnFt mean that this &erson is not cheerful% but only @ustifies the first statement of this &aragra&h# DereFs a list of fe" of the attitude ty&es that "eFve &ut together of "hat &eo&leFs actions and &erce&tions are#

-onfident Interested <ealous Da&&y 2rank Aes&ectful /incere 2aithful 2le(ible $rusting $houghtful Goving Del&ing Dard 'orking

/ummari3ing everything said above% "hat "e think% "hat "e do% and "hat "e feel is "hat forms our attitude# 'hile sometimes kno"ledge and e(&erience form our attitude% on other occasions it is based on our assum&tions and belief

13

RETAIL BANKING DEFINITION

4Aetail banking is ty&ical mass;market banking "here individual customers use local branches of larger commercial banks# /ervices offered include5 savings and checking accounts% mortgages% &ersonal loans% debit cards% credit cards% and so4#

INTRODUCTION
R'2+*, -+./*.4 refers to banking in "hich banking institutions e(ecute transactions directly "ith consumers% rather than cor&orations or other banks# Aetail $he anking environment today is changing fast# $he changing customer

demogra&hics demands to create a differentiated a&&lication based on scalable technology% im&roved service and banking convenience# Digher &enetration of technology and increase in global literacy levels has set u& the e(&ectations of the customer higher than never before# Increasing use of modern technology has further enhanced reach and accessibility# Aetail banking is% ho"ever% 0uite broad in nature ; it refers to the dealing of commercial banks "ith individual customers% both on liabilities and assets sides of the balance sheet# 2i(ed% current H savings accounts on the liabilities sideE and mortgages% loans (e#g#% &ersonal% housing% auto% and educational! on the assets side% are the more im&ortant of the &roducts offered by banks# Aelated ancillary services include credit cards% or de&ository services#

RETAIL BAN ING ? ESSENCE AND LATITUDE

Aetail banking is that &art of bankFs o&erations &roviding services at its branches for small account holders# In short% retail banking is the banking services for individual customers#

14

$he term IAetail

ankingF encom&asses various financial &roducts vi3#%

different ty&es of de&osit accounts% housing% consumer% auto and other ty&es of loan accounts% demote facilities% insurance% mutual funds% -redit and Jebit -ards% A$8 and other technology;based services% stock;broking% &ayment of utility bills% reservation of rail"ay tickets% etc#% catering to diverse customer grou&s% offering a host of financial services% mostly to individuals# It takes care of the diverse banking needs of an individual# Aetail banking can be outlined as% the dealing of commercial banks "ith individual customers% both on liabilities and assets sides of the balance sheet "ith fi(ed% current H savings accounts on the liabilities sideE and mortgages% loans (e#g#% &ersonal% housing% auto% and educational! on the assets side# Aetail are also termed as 1ersonal anking services# anking services

INDIA#S RETAIL=BAN ING CUSTOMERS

Indian customers are hidden behind an im&enetrable "all of loyalty to local banks# $hey have a general aversion to credit# $he most &rofitable and fastest;gro"ing segments?the young and the relatively affluent?are 0uite "illing to give foreign entrants a chance# y delivering 0uality service and a so&histicated &ortfolio of financial &roducts

the 8ultinational banks may create an o&ening in this "all of loyalty and ca&ture a share of India:s fast;gro"ing retail;banking market#

15

T!PES OF SERVICES5
CREDIT CARDS A )('8*2 )+(8 is a small &lastic card issued to users as a system of &ayment# It allo"s its holder to buy goods and services based on the holder:s &romise to &ay for these goods and services# $he issuer of the card creates a revolving account and grants a line of credit to the consumer (or the user! from "hich the user can borro" money for &ayment to a merchant or as a cash advance to the user#

BENEFITS TO CUSTOMERS
$he main benefit to each customer is convenience# -om&ared to debit cards and che0ues% a credit card allo"s small short;term loans to be 0uickly made to a customer "ho need not calculate a balance remaining before every transaction% &rovided the total charges do not e(ceed the ma(imum credit line for the card# 8any credit cards offer re"ards and benefits &ackages% such as offering enhanced &roduct "arranties at no cost% free lossHdamage coverage on ne" &urchases% and &oints "hich may be redeemed for cash% &roducts% or airline tickets# Additionally% carrying a credit card may be a convenience to some customers as it eliminates the need to carry any cash for most &ur&oses#

DEBIT CARDS
A 8'-*2 )+(8 (also kno"n as a -+./ )+(8 or )0')/ )+(8! is a &lastic card that &rovides an alternative &ayment method to cash "hen making &urchases# 2unctionally% it can be called an electronic check% as the funds are "ithdra"n directly from either the bank account or from the remaining balance on the card# In some cases% the cards are designed e(clusively for use on the Internet% and so there is no &hysical card#

16

Jebit cards may also allo" for instant "ithdra"al of cash% acting as the A$8 card for "ithdra"ing cash and as a check guarantee card# 8erchants may also offer cash back facilities to customers% "here a customer can "ithdra" cash along "ith their &urchase# $he "ides&read use of debit and check cards have revealed numerous advantages and disadvantages to the consumer and retailer alike#

HOUSING LOANS
uying a home is dream for many &eo&le# K"ing to the rising &rice of &ro&erties% it has almost become im&ossible for an average earning &erson to buy a home on a lum& sum &ayment# $herefore the conce&t of home loan has come in trend# $here are &lethora of housing finance com&anies and e0ual number of banks that offer home loans these days# $he task of selecting one com&any and one offer for home loan amidst the thousands available o&tions have become a very com&le( task o"ing to the burgeoning housing finance market in the country# A&art from this% there are intricate business @argons and technicalities that make this task more difficult# 9(&lore here the basics of home loan technicalities% so that "hen you a&&ly for the home loan ne(t time% you can understand the basics and hel& yourself remain a"ay from the du&ing elements in the market#

EDUCATIONAL LOANS
$he boom in the banking sector has led to release of large amount of funds for education loans# Co"% education loans are easily available from various banks in India and this change is encouraging more and more students to take u& higher education des&ite their financial shortcomings# efore a&&roving the loan% banks take into consideration the feasibility of the borro"er after a &ersonal discussion "ith the students# Kther factors that the bank takes into consideration include your annual income% family assets% ho" far the institute is re&uted% the ty&e of course you "ant to enroll into and much more#

17

BENEFITS OF TA ING EDUCATION LOANS

$he 0uestion% "hich sometimes &u33les the mind of both as&iring students and &arents% is "hy one should ado&t for an education loan# 2inancial su&&ort for &rofessional courses such as 8 A% $ech and 8 Available for higher education in India and abroad 9asy re&ayment only after @ob &lacement Affordable Interest Aates Gesser burden on &arents Goan cover u& to as much as 2) lakhs available by various banks /

ATM FACILIT!
Kne of the ne"est &henomenonFs is the u&surge of A$8 counters in India% es&ecially in the metro&olitan cities and to"ns# 8ost of the A$8 counters in India are &laced not only right ne(t to the res&ective banks% but also in almost every market &lace% residential colonies% streets and sho&&ing malls% among others# /ome of these include de&ositing cash and checks% vie" account balance% re0uest for ne" check books and additional statements% transfer funds to any other account linked to the debit card% &ost a che0ue status in0uiry or sto& &ayment% &ay bills and make online &ayments and send 0ueries related to $erm de&osits and Goan Accounts# $his multi;functional% round the clock access to the banking services has made the A$8 counters in India one of the most convenient features of banks in India# 'hile most of the leading banks in India have A$8 counters in India% there has been another gro"ing trend in the country# 'ith the advent of 9 banking% the facilities offered at A$8 counters are being availed even by &eo&le from the nearby 1,

FEATURES
villages% including farmers and small businessmen# Another facility offered by some of the banks in India is offering Jebit -ards% "hich can be% used in several A$8 counters in India% irres&ective of the bank# $his has made it even more convenient for the international traveler% "ho is in dire need of cash in a foreign country#

ONLINE BAN ING

O.,*.' -+./*.4 (or I.2'(.'2 -+./*.4! allo"s customers to conduct financial transactions on a secure "ebsite o&erated by their retail or virtual bank% credit union or building society#

Knline banking solutions have many features and ca&abilities in common% but traditionally also have some that are a&&lication s&ecific# T0' )%&&%. :'+27('1 :+,, -(%+8,; *.2% 1'@'(+, )+2'4%(*'1 $ransactional (e#g#% &erforming a financial transaction such as an account to account transfer% &aying a bill% "ire transfer% a&&ly for a loan% ne" account% etc#! 1ayments to third &arties% including bill &ayments and

telegra&hicH"ire transfers 2unds transfers bet"een a customer:s o"n transactional account and savings accounts Investment &urchase or sale Goan a&&lications and transactions% such as re&ayments of enrollments

Con;transactional (e#g#% online statements% che0ue links% cobro"sing% chat! 17

Lie"ing recent transactions Jo"nloading bank statements% for e(am&le in 1J2 format Lie"ing images of &aid che0ues

2inancial Institution Administration 8anagement of multi&le users having varying levels of authority $ransaction a&&roval &rocess

MOBILE BAN ING

6T0' +))%7.2 20+2 2(+@',1 3*20 ;%76< $his is needed in today:s fast business environment "ith unending deadlines for fulfillment and meetings to attend# 'ith mobile banking facilities% one can bank from any"here% at anytime and in any condition or anyho"# 8obile anking is the hottest area of develo&ment in the banking sector and is e(&ected to re&lace the creditHdebit card system in future# In &ast t"o years% mobile banking users have increased three times if "e com&are the use of either debit card or credit card# 8ove over ,5;7)* mobile users do not o"n credit cards# 8obile banking uses the same infrastructure like the A$8 solution# ut it is e(tremely easy and ine(&ensive to im&lement# It reduces the cost of o&eration for bankers in com&arison to the use of A$8s#

2)

OBAECTIVES OF THE STUD!

PRIMAR! OBAECTIVE5 $o analy3e the attitudes of customers to"ards retail banking services# SECONDAR! OBAECTIVES5 $o kno" about the im&ortance of retail banking services# $o find out "hether the customers are satisfied "ith the service offered by the bank# $o find out "hether the customers are a"are of retail financial services offered by the bank#

21

NEED OF THE STUD!

8oney de&osited in a bank remains safe# 1recious articles too can be ke&t in the safe custody of banks in lockers# ankers should &rovide credit facilities to their customers and customers "ith bank accounts also en@oy better credit in the business "orld# anks encourage the habit of savings among the &eo&le# $hey mobili3e savings and it hel&s to increase the rate of savings# 2armers in rural areas can also avail bank credit for financing their activities# anks need to differentiate themselves by adding value;added services% offerings and building long;term relationshi&s "ith their customers through more customi3ed &roducts% &ersonali3ed services and increased accessibility# anks need to retain e(isting customer# ankers invested in Internet banking% believe that Internet is a lo"est; cost delivery channel and a "ay to increase sales#

22

LIMITATIONS OF THE STUD!

$he main limitation is the duration of the &ro@ect "ork is short# $he customerFs attitudes and a"areness level of retail banks have been carried out by taking into account the &resent conditions# $he o&inion of customers may be biased# $he number of res&ondents included in the survey is limited to 1), only

23

RESEARCH METHODOLOG!
Aesearch methodology is a scientific and systematic research for &ertinent information on a s&ecific to&ic# It includes testing% verification% classification% organi3ation and orientation% "hich include &rediction and a&&lication# A))%(8*.4 2% C,*::%(8 W%%8; MAesearch com&rises defining and redefining &roblems% formulating hy&othesis or suggested solutions% -ollecting% organi3ing and evaluating data% making deductions and reaching conclusionsE and at last carefully testing the conclusions to determine "hether they fit the formulating hy&othesis#N $he follo"ing are the various com&onents that constitute the research methodology# $y&e of research Cature of data /am&le si3e /am&ling design $ools used 1< T;9' %: ('1'+()0 $he ty&e of research used in the study is descri&tive research includes surveys and facts% finding% en0uiries of different kinds# $he ma@or &ur&ose of descri&tive research is descri&tion of the state of affairs% as it e(ists at &resent# 2< N+27(' %: 8+2+ $he researcher "ould have to decide "hich sort of data "ould be used for the study# oth &rimary and secondary data are used for the study#

24

 P(*&+(; 8+2+5 $he &rimary data has been collected by means of 0uestionnaire S')%.8+(; 8+2+5 /econdary data has been collected from books% "ebsites# 3< S+&9,' 1*B' A sam&le si3e of 1), is taken for the study# 4< S+&9,*.4 8'1*4. A sam&le of 1), res&ondents "as selected from banking customers in -oimbatore using convenience;sam&ling techni0ues# 5< T%%,1 71'8 $he follo"ing scientific tools are used to analyses the data

/im&le 1ercentage 8ethod Aanking method

25

REVIEW OF LITERATURE

A I a&&ointed a "orking a grou& in (1"7"C "ith

<B< C0%(' )%&&*22'' as a

chairman to revie" to make a study on cash credit system and suggest im&rovements# $he ma@or recommendations of the chore "orking grou&s "ere% Mbanks should fi( se&arate credit limits for normal &eriods and &eak levels# orro"ers should indicate before the commencement of each 0uarter# In order to encourage the bill system of financing% banks should e(tend at least 5) &ercent of the cash credit limit against ra" material by "ay of dra"ee billsN# $he study "as done by L*-: D1""8C on the to&ic5 ER'2+*, -+./*.4F% retail banking has become a very im&ortant com&onent in the business mi( of banks# Aetail banking offers multi&le comfort factors for banks to do business# Garge and divergent customer base across income segments offers huge sco&e for banks to develo& and offer multi&le &roducts and services# in addition to traditional &roducts and services offered by banks over the years% the retail model has undergone ra&id innovation in the &ast decade "ith regard to &roducts% &rocesses% &eo&le and technology# $echnology has become the driver for retail banking e(&losion and technology &roducts like A$8% internet banking% mobile bankingE card &roducts like debit cards% credit cards and remittance &roducts like (A$O/! Aeal $ime Oross /ettlement and (C92$! Cational 9lectronic 2und $ransfer have made their &resence felt in the retail s&ace% the study covered the different dimensions of retail banking# M<S< <M R+0&+. +.8 R'B+7, <A *. D1"""C considered thatN E=B+./*.4 on

investment% reliance in e;banking and to offer their services makes it essential to

26

understand ho" various as&ects of consumer behavior affect the innovation and res&onds to service 0uality# Innovation and res&ond to service 0uality "ithin this conte(t the &a&er has undergone critical literature revie"s of &ervious researchers "ith an ob@ective to e(amine the im&act of e;banking on consumerFs behavior to e; service 0uality# It increased ado&tion of Internet as a delivery channel contributing a gradual reduction in overhead e(&enses# anks have successfully achieved customerFs satisfaction% by &roviding high level of 0uality service through online delivery channel% besides% minimi3ing o&erating cost and revenue ma(imi3ationN# $his study "as done by L'' +.8 H%4+(20 *. 1"""$ this research analy3ed the credit card users% they found that based on the main use of credit cards and the benefits sought% and credit card user can be segmented into t"o grou&s5 convenience users and revolvers# -onvenience users tend to em&loy credit cards as an easy mode f &aymentE ty&ically &ay their balance in full% u&on receiving the statement% Aevolvers on the other hand used the card &rinci&ally as a mode of financing and choose to &ay interest charges on the un&aid balanceN# $his "as an attem&t made by D+.*', +.8 S+2.;' D1"""C$ on the customer and banker attitudes to"ards Internet banking# NInternet banking "as the ne"est delivery channel for retail banking services# Knline banking referred to several ty&es of services through "hich bank;customers can re0uest information and carry out most retail banking services such as balance re&orting% inter;account transfer% bill &ayment% etc% via a telecommunication net"ork "ithout leaving their homes or organi3ations# $here "ere t"o models that most ado&ted in order to incor&orate in their strategy# F*(12 &%8', referred to the Minternet onlyN model# In this model there "as no actual branch and no &a&er based transactions# $his "as a relatively ne" model and it "as sub@ect to reduced &a&er "ork and reduced delay in &rocessing# S')%.8 &%8', "as ado&ted by most of the banks in "hich the traditional banking system "as used along "ith Internet banking giving the customers the choice to use any or both systems# $he

27

model "as called as clicks and mortar systems# $he model found it more convenient to &ursue customers to use Internet banking as com&ared to Minternet onlyN banks# $he research "as done by P'2'( +.8 O,1%. D1"""C$ the researchers &ro&osed that according to the consumer behavior literature% consumer usage behavior and the benefits sought from a &roduct or a service are one of the best &redictors to e(&lain consumer &urchase behaviorN# G*H* ,*+% +.8 M*)0+', T%3 C0'7.4$ 1)0%%, %: -71*.'11$ H%.4 %.4 B+92*12

7.*@'(1*2; +.+,;B'8 20*1 9+9'( D2002C this &a&er e(amined the internet based e; banking and consumer attitudes# MIt should the consumer attitudes to"ard the usefulness of and "illingness to use Internet e;retail banking# $his survey "as undertaken in /inga&ore% because its geogra&hy and "ell;develo&ed infrastructure im&lied similar and small &hysical and tele;communication costs% thereby highlighting the differences bet"een traditional and internet;based retail banking u&on the latterFs introduction# $he data sho"ed that e(&ectations of accuracy% security% and net"ork s&eededE user;friendliness% user involvement and convenience "ere the most im&ortant 0uality attributes underlying &erceived usefulness# $heir result dra"n attention to demand;side changes in e(&laining the recent slo"do"n in Internet e; retail banking% and also for the usefulness of develo&ment &lanning and marketingN# $his study "as done by B+((; H%3)(%:2 +.8 R%-'(2 H+&*,2%. D2002C< Kn the &a&er titled E)%.17&'( +22*278'1 +.8 20' 71+4' +.8 +8%92*%. %: 0%&'=-+1'8 -+./*.4 *. 20' 7.*2'8 /*.48%&F< $his &a&er seeked to develo& an understanding of consumer attitudes to"ards bank and delivery channels# Accordingly% a 0uestionnaire "as designed to obtain information about "hich delivery channels% consumer had used "hen ac0uiring financial services# $he information "as then contrasted "ith data on ho" these consumers "ould ac0uire the same services if they had to &urchase them again at some time in the future# $he 0uestionnaire also obtained information about the factors "hich consumers believed to be im&ortant in encouraging and 2,

discouraging the ado&tion of home;based banking# In concluding% the &a&er discussed and assessed the strategic im&lications of the studyFs findings for financial service &roviders# $his "as an attem&t made by M<S< E< D+@' 9%(2 D2002C$ on the &a&er titled E)%.17&'( +22*278'1 2% *.:%(&+2*%. 2')0.%,%4; *. -+./*.4F< $he study re&ort the results of a survey into consumer attitudes to the use of information technology in retail banking conducted by the bank of /cotland results suggested that "hile technology and other factors have fundamentals altered financial services# -onsumer understood of the "ays in "hich services can be offered has not ke&t &lace "ith to rate of technological change# $raditional% &atterns of &ayment "ould continued% unless consumers can be convinced that ne" systems offered substantial advantages that ne" systems offered substantial advantages over more familiar forms of &ayments# $his research "as done by M<S< M+(/ D7(/*. D2003C$ on the to&ic E('2+*, -+./ )712%&'( 9(':'('.)'15 9'(1%.+, +.8 ('&%2' *.2'(+)2*%.1F$ Mthe research &a&er use a 0uestionnaire and a theoretical model of bank;customer interaction &references as the basis for e(amined the &erce&tions of retail bank customers regarding the use of remote delivery channels and the e(tent to "hich they value traditional branch;based face;to;face interactions# $he em&irical evidence suggests that des&ite the increase in remote banking% retail bank customers &lace% significantly greater em&hasis on face; to Pface contact# $he im&lications of the findings are that if banks "ant to encourage "ides&read customer ado&tion of remote banking% they must better understand customer attitudes to"ards alternative delivery channels and use this information to educate their customers on the tangible service benefits "hich eliminate from remote deliveryN# $his study "as done by B+*,'; <A D2004C on the titled E9'()'92*%. %: :*.+.)*+, 8*12('11 +.8 )712%&'(1 +22*278' 2%3+(8 -+./*.4F this study e(amined the influence of &erceived financial distress and customers attitude to"ards banking n Cigeria# $"o 27

hundred and one bank customers made u& of 144 males and 57 females dra"n from 27 banks &artici&ated in the study# $he study concluded that &erceived financial distress had significant negative influence on attitude to"ard banking# $he banks regulatory authorities and management should give attention to the &ublicFs &erce&tion of the banking industry in the interest of the economy% as the economic health of a nation on the efficiency of financial institutions# $he study "as done by M<S< E8'.1%( +;+./ +.8 T+,)+ D<0+()+( D2005C on the

to&ic E)%.17&'( +22*278'1 2%3+(81 %.,*.' -+./*.4F< A ne" strategic marketing medium for commercial banks% due to advances and develo&ments in electronic banking% the &hysical location of a bank has become less im&ortant% "ere transactions can be com&leted in cybers&ace# anks had increasingly ado&ted internet;based systems to transact banking o&erations "ith other businesses% &rivate consumers% and government de&artmentsHagencies# $he banking industry enhanced services on the internet include bill &ayment% electronic checking% tracing of e(&enditures and credit cards% monitoring transaction history% transferring monitory bet"een bank accounts% investment tracking% analy3ing securities% etc#% in this &a&er% consumer attitudes to"ards online banking "ere e(amined# $he em&irical study finding indicates that online bank marketing "ould gain im&ortance# And its use "ould accelerate at a faster rate# $he research "as done by S;,@*' L+:%('2 +.8 I*+%;+. ,*$ D2005C on the to&ic E)%.17&'( +22*278'1 2%3+(81 %.,*.' +.8 &%-*,' -+./*.4 *. )0*.+F< $he aim of the study "as to investigate the market status for onlineHmobile banking in china# $he demogra&hic% attitudinal and behavioral characteristics of online and mobile bank users "ere e(amined# Aes&ondents from si( ma@or -hinese cities &artici&ated in the consumer survey# $he result sho"ed -hinese online and mobile bank users "ere &redominantly males% not necessarily young and highly educated% in contrast "ith the electronic bank users in the "est# $he issue of security "as found to be the most im&ortant factor that motivated -hinese consumer ado&tion of online bank# 8ain 3)

barriers to online bank "ere the &erce&tion of risks% com&uter and technological skills and -hinese traditional cash;carry bank culture# $he barriers to mobile banking "ere lack of a"areness# $his "as am attem&t made by M<S<V<R+@* +.8 N<V*8;+ D2010C considered that% MInternet banking "as a ne" delivery channel for banks in India# $he Internet channel "as both an informative and a transactional medium# Do"ever% Internet banking had not been &o&ularly ado&ted in India as e(&ected# $he ob@ective of this &a&er "as to find the &rofiles of Internet banking users as "ell as non;users using intelligent techni0ues# $his study investigated and identified &otential customer base on &rofiles of e(isting users# $he &rofile used to target and attract &otential customers to ado&t Internet bankingN#

31

ANAL!SIS AND INTERPRETATION

ANAL!SIS
Analysis of data means studying the tabulated material in order to determine inherent facts of meanings# It involves breaking do"n e(isting com&le( factor into sim&ler &arts and &utting the &arts together in ne" arrangement for the &ur&ose of inter&retation# A &lan of analysis can and should be &re&are in advance before the actual collection of material# 1rot# 'ilkinson and handarker% MAnalysis of data involves a number of closely

related o&erations that are &erformed "ith the &ur&ose of summari3ing the collection data and organi3ing these in such a manner that they "ill yield ans"er to the research 0uestions or suggest hy&othesis had initiated the study# /ome scholars are of the o&inion that &rocessing of data is done under analysis of data#

INTERPRETATION
M/cientific inter&retation seeks for relationshi& bet"een the data of a study and bet"een the study finding and other scientific kno"ledge# $he inter&retation of research data cannot be considered in the abstract in vie" of the diversity of the research method used in social sciences and the corres&onding diversity of the data they seek% the inter&retation of such data is best considered "ithin the conte(t of each of the methods# $he analysis and inter&retation of historical data for e(am&le% is best vie"ed in the light of the historical method its ob@ectives and its ob@ectives and its limitation# It is im&ortant to note in all circumstances that data do not inter&ret themselves and that it is the investigator "ho must &ass @udgment of their meaning from the stand&oint of the &roblem under investigation# 32

TABLE5 1
TABLE SHOWING THE AGE GROUP OF THE RESPONDENTS

S<NO

PARTICULARS elo" 2) years 2) P 35 years 35 ; 5) years Above 5) years TOTAL

NO<OF RESPONDENTS 4 77 23 4 108

PERCENTAGE 4 71 21 4 100

1 2 3 4

INTERPRETATION5 $he above table sho"s the age grou& of the res&ondents# 2rom the table it is inter&reted that% 71* of the res&ondents are in age grou& of 2) P 35 years 21* of the res&ondents are in age grou& of 35;5) years 4* of the res&ondents are belo" the age grou& of 2) years 4* of the res&ondents are above the age grou& of 5) years INFERENCE5 It is inferred that most of the res&ondents (71*! are in age grou& of 2) P 35 years#

33

CHART NO5 1
CHART SHOWING THE AGE GROUP OF THE RESPONDENTS

90 77 80 70 N%< %: ('19%.8'.21 60 50 40 30 20 10 0 Below 20 years 20 35 years A4' 35 - 50 years Above 50 years 4 4 23 elo" 2) years 2) P 35 years 35 ; 5) years Above 5) years

34

TABLE5 2
TABLE SHOWING THE GENDER OF THE RESPONDENTS
S<NO 1 2 PARTICULARS 8ale 2emale TOTAL NO< OF RESPONDENTS 76 32 108 PERCENTAGE 7) 3) 100

INTERPERTAITON5 $he above table sho"s the gender of the res&ondents# 2rom the above table it is inter&reted that% 7)* of the res&ondents are male 3)* of the res&ondents are female INFERENCE5 It is inferred that most of the res&ondents (7)*! are male#

35

CHART NO5 2
CHART SHOWING THE GENDER OF THE RESPONDENTS

80 70 60 N< %: ('19%.8'.21 50 40 30 20 10 0

76

32

8ale 2emale

Male G'.8'(

Female

36

TABLE5 3
TABLE SHOWING THE MARITAL STATUS OF THE RESPONDENTS
S<NO 1 2 PARTICULARS 8arried .nmarried TOTAL NO<OF RESPONDENTS 76 32 108 PERCENTAGE 7) 3) 100

INTERPRETATION5 $he above table sho"s the marital status of the res&ondents# 2rom the above table it is inter&reted that% 7) * of the res&ondents are married 3)* of the res&ondents are unmarried INFERENCE5 It is inferred that most of the res&ondents (7)*! are married#

37

CHART NO5 3
CHART SHOWING THE MARITAL STATUSOF THE RESPONDENTS

80 70 60 N%<%: ('19%.8'.21 50 40 30 20 10 0

76

8arried 32 .nmarried

Married M+(*2+, 12+271

U married

3,

TABLE5 4
TABLE SHOWING THE EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
S<NO 1 2 3 4 5 PARTICULARS 1rimary level /econdary level .nder graduate 1ost graduate Illiterate TOTAL NO<OF RESPONDENTS 7 35 46 15 5 108 PERCENTAGE 6 32 43 14 5 100

INTERPRETATION5 $he above table sho"s the educational 0ualifications of the res&ondents# 2rom the table it is inter&reted that% 43* of the res&ondents are under graduates 32* of the res&ondents have secondary level education 14* of the res&ondents are &ost graduates 6* of the res&ondents have &rimary level education 5* of the res&ondents are illiterates INFERENCE5 It is inferred that most of the res&ondents (43*! are under graduates

37

CHART NO5 4
CHART SHOWING THE EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

50 45 40 N%<%: ('19%.8'.21 35 30 25 20 15 10 5 0 7 35

46

1rimary level /econdary level .nder graduate 15 5 1ost graduate Illiterate

de r$ ra d% a& e !o s& $r ad %a &e

4)

le ve l

le ve l

!r im ar y

da ry

"e #o

E87)+2*%.+, Q7+,*:*)+2*%.

'lli

&e ra &e

TABLE5 5
TABLE SHOWING THE OCCUPATIONAL STATUS OF THE RESPONDNETS
S<NO 1 2 3 4 5 PARTICULARS Gabour Agriculturists 9m&loyee /tudent usiness TOTAL NO< OF RESPONDENTS 24 7 53 12 1) 108 PERCENTAGE 22 , 5) 11 7 100

INTERPRETATION5 $he above table sho"s the occu&ational status of the res&ondents# 2rom the table it is inter&reted that% 5)* of the res&ondents are em&loyees 22* of the res&ondents are laborers 11* of the res&ondents are students 7* of the res&ondents are business &eo&les ,* of the res&ondents are agriculturists INFERENCE5 It is inferred that most of the res&ondents (4,*! are em&loyees#

CHART NO5 5
41

CHART SHOWING THE OCCUPATION STATUS OF THE RESPONDENTS

60 50 N%< O: ('19%.8'.21 40 24 30

53

Gabour Agriculturists 9m&loyee 12 /tudent usiness 10

20 10 0
(a bo %r

*l oy ee

&

ris &

A$ ri# %l &%

"& %d e

)m

O))79+2*%.+, 12+271

TABLE5 6

42

B% si

es s

TABLE SHOWING THE INCOME LEVEL OF THE RESPONDENTS

/#CK 1 2 3 4 5 PARTICULARS elo" As#5))) As# 5))) to As# 1)))) As# 1)))) to As# 2)))) As#2)))) to As# 5)))) Above As# 5)))) TOTAL NO< OF RESPONDENTS 27 46 16 3 2 "6 PERCENTAGE 3) 4, 17 3 2 100

INTERPRETATION5 $he above table sho"s the income level of the res&ondents# 2rom the above table it is inter&reted that% 47* of the res&ondents have an income level bet"een As# 5))) to As# 1)))) 3) * of the res&ondents have an income level belo" As# 5))) 1, * of the res&ondents have an income level bet"een As# 1)))) to As# 2)))) 3 * of the res&ondents have an income level bet"een As# 2)))) to As# 5)))) 2* of the res&ondents have an income level above As# 5)))) INFERENCE5 It is inferred that most of the res&ondents (47*! have an income level et"een As# 5))) to As# 1))))

CHART NO5 6

43

CHART SHOWING THE INCOME LEVEL OF THE RESPONDENTS

50 45 40 35 30 25 20 15 10 5 0
50 00

46

N%<O: ('19%.8'.21

29 16 3

elo" As#5))) As# 5))) to As# 1)))) As# 1)))) to As# 2)))) As#2)))) to As# 5)))) Above As# 5)))) 2

+s ,

TABLE SHOWING THE BAN

+ 10 s, 00 10 0 00 &o +s 0 + ,2 s 00 ,2 00 00 00 &o +s ,5 Ab 00 ov 00 e +s ,5 00 00

Be lo w

+s ,

50 00

&o

+s ,

I.)%&'

TABLE5 7
ACCOUNT OF THE

RESPONDENTS
44

S<NO 1 2 3 4 5

PARTICULARS /tate bank of India I-I-I bank .nion bank DJ2- bank Indian ank TOTAL

NO< OF RESPONDENTS 66 17 7 12 2 108

PERCENTAGE 61 1, , 11 2 100

INTERPRETATION5 $he above table sho"s the bank account of the res&ondents# 2rom the table it is inter&reted that% 61 * of the res&ondents have /tate ank of India account 1,* of the res&ondents have I-I-I ank account 11 * of the res&ondents have DJ2- ank account ,* of the res&ondents have .nion ank account 2* of the res&ondents have account in Indian ank INFERENCE5 It is inferred that most of the res&ondents (61*! have an account in /tate ank of India#

CHART NO5 7

CHART SHOWING THE BAN

ACCOUNT OF THE

RESPONDENTS

45

70 60 50 N%< O: ('19%.8'.21

66

/tate bank of India 40 30 19 20 9 10 0 "&a&e ba - o. ' dia '/'/' ba U io ba B+./ A))%7.2 01F/ ba ' dia ba 12 2 I-I-I bank .nion bank DJ2- bank Indian bank

46

TABLE5 8

TABLE SHOWING THE AWARENESS OF RETAIL SERVICES PROVIDED B! BAN

S<NO 1 2 PARTICULARS =es Co TOTAL

AMONG THE RESPONDENTS

NO< OF RESPONDENTS 1), ) 108 PERCENTAGE 1)) ) 100

INTERPRETATION5 $he above table sho"s the a"areness of retail services &rovided by banks# 2rom the table it is inter&reted that% 1)) * of the res&ondents are a"are of retail banking service $here are no res&ondents "ho are una"are of the retail banking services INFERENCE5 It is inferred that most of the res&ondents (1))*! are a"are of retail banking services#

CHART NO5 8
47

CHART SHOWING THE AWARENESS OF RETAIL BAN ING SERVICES

Awareness of retail banking services

2es 3o

108

TABLE5 "
4,

TABLE SHOWING THE SERVICE FACILITES IN RETAIL BAN ING

S<NO PARTICULARS 1 2 3 4 5 6 A$8 Internet banking 8obile banking Goan facilities 9lectronic fund transfer -redit cards NO< OF RESPONDENTS ,6 24 4) ,) 1) 7) PERCENTAGE ,) 22 37 74 14 65

INTERPRETATION5 $he above table sho"s the service facilities in retail banking# 2rom the table it is inter&reted that% ,)* of the res&ondents avail A$8 facility 74* of the res&ondents avail loan facilities offered by bank 65* of the res&ondents use credit card services 37* of the res&ondents avail 8obile;banking facility 22 of the res&ondents avail Internet banking facility 14* of the res&ondent have electronic funds transfer services INFERENCE5 It is inferred that most of the res&ondents (,)*! avail A$8 services and (74*! of them ac0uire and utili3e loan services#

47

CHART NO5 "

CHART SHOWING THE SERVICE FACILITIES IN RETAIL BAN ING

100 90 80 N%< O: ('19%.8'.21 70 60 50 40 30 20 10 0

86

80 70 A$8 Internet banking 8obile banking 24 40 Goan facilities 9lectronic fund transfer 10 -redit cards

s. er &r a

.a #i li

ba

ba

ob ile

(o a

&e r

'

S'(@*)'1 %92*%.1 *. ('2+*, -+./*.4

le #& ro

i#

/ re di &

e&

.%

5)

#a rd s

4M

-i

-i

&ie s

TABLE5 10
TABLE SHOWING THE PURPOSE OF VISIT TO BAN S

S<NO 1 2 3 4 5

PARTICULARS Je&osits Ac0uire loan 2re0uent "ithdra"al -he0ue clearance All the above TOTAL

NO<OF RESPONDENTS 12 1, 3 , 67 108

PERCENTAGE 11 17 3 7 62 100

INTERPRETATION5 $he above table sho"s the &ur&ose of visit to banks# 2rom the above table it is inter&reted that% 62* of the res&ondents visit banks for the &ur&ose of all facilities such as de&osits% to ac0uire loan% for fre0uent "ithdra"als and che0ue clearance services 17* of the res&ondents visit banks to ac0uire loans 11* of the res&ondents visit banks for de&osits 7* of the res&ondents visit banks for che0ue clearance services 3* of the res&ondents visit banks for fre0uent "ithdra"als INFERENCE5 It is inferred that most of the res&ondents (62*! visit banks for the &ur&ose of all facilities such as de&osits% to ac0uire loan% for fre0uent "ithdra"als and che0ue clearance services#

51

CHART NO5 10
CHART SHOWING THE PURPOSE OF VISIT TO BAN S

80 70 60 N%< O: ('19%.8'.21 50 40 30 20 10 0
1e *o s i& s A# 5% ire Fre loa 5% e &w i&6 dra /6 wa e5 l %e # le ara #e A ll &6e ab ov e

67 Je&osits Ac0uire loan 2re0uent "ithdra"al 12 18 3 8 -he0ue clearance All the above

P7(9%1' %: @*1*2 -+./1

52

TABLE5 11
TABLE SHOWING THE ACCESSIBILIT! CHANNELS FOR RESPONDENTS QUERIES

S<NO 1 2 3

PARTICULARS Jirect a&&roach -ustomer care Knline services TOTAL

NO<OF RESPONDENTS ,7 16 5 108

PERCENTAGE ,1 15 4 100

INTERPRETATION5 $he above table sho"s the accessibility channels for res&ondentFs 0ueries# 2rom the table it is inter&reted that% ,1* of the res&ondents directly a&&roach for 0ueries 15* of the res&ondents use customer care service for 0ueries 4* of the res&ondents use online services for 0ueries INFERENCE5 It is inferred that most of the res&ondents (,1*! directly a&&roach their banks for 0ueries#

53

CHART NO5 11
CHART SHOWING THE ACCESSIBILIT! CHANNELS FOR RESPONDENTS QUERIES

100 90 80 70 N%< O: ('19%.8'.21 60 50 40 30 20 10 0 1ire#& a**roa#6 /%s&omer #are 7 li e servi#es A))'11*-*,*2; )0+..',1 16 5 Jirect a&&roach -ustomer care Knline services 87

54

TABLE5 12
TABLE SHOWING THE SATISFACTION LEVEL ON BAN S TERMS AND CONDITIONS

S<NO

PARTICULARS

NO OF RESPONDENTS

PERCENTAGE

1 2 3 4 5

Dighly satisfied /atisfied Ceutral Jissatisfied Dighly dissatisfied TOTAL

26 63 11 , ) 108

24 57 1) 7 6 100

INTERPRETATION5 $he above table sho"s the satisfaction level on banks terms and conditions# the table it is inter&reted that% 57* of the res&ondents are satisfied "ith their bank terms and conditions 24* of the res&ondents are highly satisfied "ith their bank terms and conditions 1)* of the res&ondents are neutral 7* of the res&ondents are dissatisfied "ith their banks terms and conditions INFERENCE5 It is inferred that most of the res&ondents (57*! are satisfied "ith their bank terms and conditions< 2rom

CHART NO5 12

55

CHART SHOWING THE SATISFACTION LEVEL ON BAN S TERMS AND CONDITIONS

70 60 50 N%< O: ('19%.8'.21 40 30 20 10 0 0i$6ly sa&is.ied

63

Dighly satisfied 26 /atisfied Ceutral Jissatisfied 11 8

"a&is.ied

3e%&ral

1issa&is.ied

S+2*1:+)2*%. ,'@', %. -+./1 2'(&1 +.8 )%.8*2*%.1

TABLE5 13
56

TABLE SHOWING THE NEEDS OF BAN # S FRIENDL! APPROACH ON QUERIES

S<NO 1 2

PARTICULARS =es Co TOTAL

NO OF RESPONDENTS 1), ) 108

PERCENTAGE 1)) ) 100

INTERPRETATION5 $he above table sho"s "hether the bank re0uires a friendly a&&roach on customer 0ueries# 2rom the table it is inter&reted that% 1))* of the res&ondents felt that the bank should follo" a friendly a&&roach to ans"er their 0ueries $here are no res&ondents "ho said MCKN against this INFERENCE5 It is inferred that all res&ondents (1))*! suggested that bank should follo" a friendly a&&roach in ans"ering customer 0ueries#

CHART NO5 13

57

CHART SHOWING THE NEEDS OF BAN #S FRIENDL! APPROACH ON QUERIES

Banks friendly approach on queries

2es 3o

108

5,

TABLE5 14

TABLE SHOWING THE EFFICIENC! OF BAN S TO RESPOND TO CUSTOMER QUERIES

S<NO

PARTICULARS

NO<OF RESPONDENTS

PERCENTAGE

1 2

=es Co TOTAL

73 15 108

,6 14 100

INTERPRETATION5 $he above table sho"s the efficiency of bank to res&ond to customer 0ueries # 2rom the table it is inter&reted that% ,6* of the res&ondents sho"s that banks do res&ond efficiently to customer 0ueries 14* of the res&ondents sho"s that banks do not res&ond efficiently to customer 0ueries INFERENCE5 It is inferred that most of the res&ondents (,6*! sho"s that banks res&ond efficiently to customer 0ueries#

57

CHART NO5 14
CHART SHOWING THE EFFICIENC! OF BAN S TO RESPOND TO CUSTOMER QUERIES

15

2es 3o

93

6)

TABLE5 15
TABLE SHOWING THE SATISFACTION LEVEL REGARDING THE RESPONSE TO QUERIES
NO< OF RESPONDENTS 27 51 17 7 4 108

S<NO 1 2 3 4 5

PARTICULARS Dighly satisfied /atisfied Ceutral Jissatisfied Dighly dissatisfied TOTAL

PERCENTAGE 25 47 1, 6 4 100

INTERPERTAITON5 $he above table sho"s the satisfaction level regarding the res&onse to 0ueries# 2rom the table it is inter&reted that% 47* of the res&ondents are satisfied "ith banks res&onse to 0ueries 25* of the res&ondents are highly satisfied "ith banks res&onse to 0ueries 1,* of the res&ondents are neutral 6* of the res&ondents are dissatisfied "ith banks res&onse to 0ueries 4* of the res&ondents are highly dissatisfied "ith banks res&onse to 0ueries INFERENCE5 It is inferred that most of the res&ondents (47*! are satisfied "ith banks res&onse to 0ueries#

61

CHART NO5 15
CHART SHOWING THE SATISFACTION LEVEL REGARDING THE RESPONSE TO QUERIES

60 50 N%< O: ('19%.8'.21 40 30 20

51

Dighly satisfied 27 19 4 /atisfied Ceutral Jissatisfied 7 Dighly dissatisfied

10 0
3e %& ra l 1i ss a& 0i is . $6 ie d ly di ss a& is. ied .ie d "a &is .ie d

0i $6 ly

sa &is

S+2*1:+)2*%. ,'@',

62

TABLE5 16
TABLE SHOWING THE MEDIAS APPROACH TOWARDS A PARTICULAR BAN S
S<NO
1 2 3 4 PARTICULARS Advertising 2riends and relatives 9asy availability of loans $rust TOTAL NO< OF RESPONDENTS 14 34 37 23 108 PERCENTAGE 13 31 34 21 100

INTERPRETATION5 $he above table sho"s the 8edias a&&roach to"ards a &articular bank# 2rom the table it is inter&reted that% 34* of the res&ondents sho" that easy availability of loans have influenced them to a&&roach a &articular bank 31* of the res&ondents sho" that their friends and relatives influenced them to a&&roach a &articular bank 21* of the res&ondents sho" that banks influenced them to a&&roach a &articular bank 13* of the res&ondents say that advertising has influenced them to a&&roach a &articular bank INFERENCE5 It is inferred that most of the res&ondents (34*! say that easy availability of loans have influenced them to a&&roach a &articular bank#

63

CHART NO5 16
CHART SHOWING THE MEDIAS APPROACH TOWARDS A PARTICULAR BAN S

40 35 N%< O: ('19%.8'.21 30 25 20 15 10 5 0
re la &iv es $ Ad ve r&i si lo a

37 34

23 Adver&isi $ 14 Frie ds a d rela&ives )asy availabili&y loa s 4r%s&

Fr ie

)a sy

av ai la

ds

M'8*+#1 +99(%+)0

bi li&y

64

4r %s &

TABLE5 17
TABLE SHOWING THE ATTRIBUTES TO CHOOSE A BAN

S<NO PARTICULARS 1 2 3 4 5 $o mobili3e savings $o gain interest on de&osits Goan &rocessing system 9fficient customer service $a( saver scheme offered TOTAL

NO< OF RESPONDENTS 24 16 52 3 13 108

PERCENTAGE 22 15 4, 3 12 100

INTERPRETATION5 $he above table sho"s the banks attributes to choose a &articular bank# 2rom the table it is inter&reted that% 4,* of the res&ondents considered banks for easy loan &rocessing system ado&ted by bank 22* of the res&ondents considered to mobili3e savings 15* of the res&ondents choose to gain interest on de&osits 12* of the res&ondents considered to claim ta( saver scheme offered by the banks 3* of the res&ondents choose due to efficient customer service &rovided by banks INFERENCE5 65

It is inferred that most of the res&ondents (4,*! choose banks for easy loan &rocessing system% ado&ted by the banks#

CHART NO5 17
CHART SHOWING THE ATTRIBUTES TO CHOOSE A BAN

60 N%< O: ('19%.8'.21 50 40 30 20 10 0 4o mobili8e savi $s 4o $ai i &eres& o de*osi&s 24 16

52

4o mobili8e savi $s 13 3 )..i#ie & #%s&omer servi#e 4a9 saver s#6eme o..ered 4o $ai i &eres& o de*osi&s (oa *ro#essi $ sys&em )..i#ie & #%s&omer servi#e 4a9 saver s#6eme o..ered

A22(*-72'1 2% )0%%1' + -+./

(oa *ro#essi $ sys&em

66

TABLE5 18
TABLE SHOWING THE LEVEL OF APPROACH ON INTEREST CHARGES TOWARDS LOANS$ CREDIT CARDS AND DEBIT CARDS
S<NO 1 2 3 4 PARTICULARS 9(cellent Oood Average 1oor TOTAL NO< OF RESPONDENTS 2, 73 7 ) 108 PERCENTAGE 26 6, 6 ) 100

INTERPRETATION5 $he above table sho"s the level of a&&roach on interest charges to"ards loans% credit cards and debit cards# 2rom the table it is inter&reted that% 6,* of the res&ondents feel that interest rate &rovisions are good to"ards loans% credit cards and debit cards 26* of the res&ondents feel that the e(isting interest rates &rovision are e(cellent to"ards loans% credit cards and debit cards 6* of the res&ondents feel that interest rates &rovisions are average on loans% credit cards and debit cards INFERENCE5 It is inferred that most of the res&ondents (6,*! felt that the interest rates are nominal on loans% credit cards and debit cards issued by the bank#

67

CHART NO5 18
CHART SHOWING THE LEVEL OF APPROACH ON INTEREST CHARGES TOWARDS LOANS$ CREDIT CARDS AND DEBIT CARDS

80 70 60 N%< O: ('19%.8'.21 50 40 30 20 10 0 )9#elle & 28

73

)9#elle & :ood Avera$e 7

:ood

Avera$e

L'@', %:+99(%+)0 %. *.2'('12 )0+(4'1

6,

TABLE5 1"

TABLE SHOWING THE USAGE OF INTERNET BAN ING

S<NO
1 2

PARTICULARS
=es Co TOTAL

NO<OF RESPONDENTS
24 ,4 108

PERCENTAGE
22 7, 100

INTERPRETATION5 $he above table sho"s the usage of Internet banking services # 2rom the table it is inter&reted that% 7,* of the res&ondents are not using internet banking services 22* of the res&ondents are using internet banking services INFERENCE5 It is inferred that most of the res&ondents (7,*! are not using Internet banking services#

67

CHART NO5 1"

CHART SHOWING THE USAGE OF INTERNET BAN ING SERVICES

71+4' %: *.2'(.'2 -+./*.4 1'(@*)'1

24

=es Co

84

7)

TABLE5 20
TABLE SHOWING THE PREFERENCE OF INTERNET BAN ING FACILITIES AMONG THE RESPONDENTS

S<NO
1 2 3 4

PARTICULARS
/ave time 9ast access /ecurity Increased efficiency TOTAL

NO< OF RESPONDENTS
7 7 6 2 24

PERCENTAGE
27 3, 25 , 100

INTERPRETATION5 $he above table sho"s the &reference of Internet banking facilities among the res&ondents# 2rom the table it is inter&reted that% 3,* of the res&ondents &refer internet banking services due to easy accessibility 27* of the res&ondents &refer internet banking services as it saves time 25* of the res&ondents &refer internet banking services due to enough security ,* of the res&ondents &refer internet banking services due to it increased efficiency INFERENCE5 It is inferred that most of the res&ondents (3,*! &refer Internet banking services due to its easy accessibility#

71

CHART NO5 20
CHART SHOWING THE PREFERENCE OF INTERNET BAN ING FACILITIES AMONG THE RESPONDENTS

10 9 8 N%< O: ('19%.8'.21 7 6 5 4 3 2 1 0 "ave &ime 7

6 "ave &ime )as& a##ess "e#%ri&y 2 ' #reased e..i#ie #y

)as& a##ess

"e#%ri&y

' #reased e..i#ie #y

P(':'('.)' %: *.2'(.'2 -+./*.4

72

TABLE5 21
TABLE SHOWING THE USAGE OF NOT AVAILING INTERNET BAN ING SERVICES

S<NO
1 2 3

PARTICULARS
Gack of kno"ledge Gack of time -om&le( &rocedure TOTAL

NO<OF RESPONDENTS
26 , 5) 84

PERCENTAGE
3) 1) 6) 100

INTERPRETATION5 $he above table sho"s the usage of those res&ondents "ho are not using internet banking services# 2rom the table it is inter&reted that% 6)* of the res&ondents are not using internet banking services because of its com&le( &rocedure 22* of the res&ondents are not using internet banking services because of lack of kno"ledge 1)* of the res&ondents are not using internet banking services because of lack of time INFERENCE5 It is inferred that most of the res&ondents (6)*! are not using Internet banking services because of its com&le( &rocedure#

73

CHART NO5 21
CHART SHOWING THE USAGE OF NOT AVAILING INTERNET BAN ING SERVICES

60 N%< O: ('19%.8'.21 50 40 30 20 10 0 (a#- o. - owled$e (a#- o. &ime 26 8

50

(a#- o. - owled$e (a#- o. &ime /om*le9 *ro#ed%re

/om*le9 *ro#ed%re

U1+4' %: .%2 +@+*,*.4 *.2'(.'2 -+./*.4

74

TABLE5 22
TABLE SHOWING THE CUSTOMER ATTENTION TOWARDS ONLINE BAN ING FACILIT!

S<NO
1 2

PARTICULARS
=es Co TOTAL

NO<OF RESPONDENTS
43 65 108

PERCENTAGE
4) 6) 100

INTERPRETATION5 $he above table sho"s the customer attention to"ards online banking facility# 2rom the table it is inter&reted that% 6)* of the res&ondents think that online banking "ould not increase customer attention to"ards bank 4)* of the res&ondents think that online banking "ould increase customer attention to"ards bank INFERENCE5 It is inferred that most of the res&ondents (6)*! think that online banking "ould increase attention to"ards bank#

75

CHART NO5 22
CHART SHOWING THE CUSTOMER ATTENTION TOWARDS ONLINE BAN ING FACILIT!

C712%&'( +22'.2*%. 2%3+(81 %.,*.' -+./*.4

43 2es 3o 65

76

TABLE5 23
TABLE SHOWING THE OVERALL CUSTOMER SERVICE
S< N%< 1 2 3 NUMBER OF RESPONDENTS DWEIGHTSC 10 Quick res&onse Oood customer relationshi& Queries solved $ime taken for clear transactions on loans and de&osits " 8 7 6 5 6 4 ) , 3 ) ) 1 2 1 1 ) 1 1 1 6 ,17 ,41 6,3 13#, 14#2 11#5 2 1 5 T%2+, A@'(+4' R+./ S)%(' S)%('

F+)2%(1

11 17 3) 21 17

34 2) 1) 12 12 1) 7

13 1) 2) 2) 11 1,

1) 15 12 1) 32

666

11#2

Larious loan 22 1, 17 16 11 facilities

773

13#4

6 7 , 7 1)

9(tra facilities ) 5 3 4 1) 12 33 22 1) 7 &rovided by banks -redit 11 12 1, 22 17 14 4 2 6 2 facilities 9lectronic ) 1 2 ) 1 7 24 23 17 33 fund transfer Internet banking 8obile banking 5 3 7 3 1 2 1 2 4 ) 3 2 13 47 15 2) 2 1) 51 33

444 674 3)6 3,6 276

7#51 11#7 5#1, 6#53 4#67

7 4 1) , 7

PROVIDED B! BAN S

77

INTERPRETATION5 $he above table sho"s the overall customer services &rovided by banks# 2rom the table it is inter&reted that%

8ost of the res&ondents ranked good customer relationshi& and 0uick res&onse as first and second# $hird% fourth and fifth rank has been given to various loan facilities &rovided% credit facilities issued and 0ueries solved# /i(th% seventh and eight rank has been given to time taken to clear transactions on loans and de&osits% e(tra facilities &rovided by banks and on internet banking services# Cinth and tenth rank has been given to mobile banking facility and electronic fund transfer#

7,

TABLE5 24
$A G9 /DK'ICO $D9 9//9C$IAG 2A-$KA/ 2KA -./$K89A A9$9C$IKC
S<NO 1 2 3 PARTICULARS Dandle account efficiently Aectify mistakes as early as &ossible -larify details on internet rate and charges 2riendly a&&roach on documentation H a&&lication services TOTAL INTERPRETATION5 $he above table sho"s the essential factors for customer retention# 2rom the table it is inter&reted that% 31* of the res&ondents said that bank should handle accounts efficiently 3)* of the res&ondents said that bank should &rovided clear details on interest rates and charges 27* of the res&ondents said that bank should follo" friendly a&&roach during documentation or a&&lication services 1)* of the res&ondents said that bank should try to rectify mistakes as early as &ossible INFERENCE5 It is inferred that most of the res&ondents (31* and 3)*! said that bank should handle accounts efficiently and also give clear details regarding interest rates charges# NO< OF RESPONDENTS 34 11 32 PERCENTAGE 31 1) 3)

31 108

27 100

CHART NO5 23
77

CHART SHOWING THE ESSENTIAL FACTORS FOR CUSTOMER RETENTION

40 35 30 N%< O: ('19%.8'.21 25 20 15 10 5 0 34

32 31 0a dle a##o% & e..i#ie &ly

+e#&i.y mis&a-es as early as *ossible /lari.y de&ails o i &er e& ra&e a d #6ar$es 11 Frie dly a**roa#6 o do#%me &a&io ; a**li#a&io servi#es

0a dle a##o% & e..i#ie &ly

+e#&i.y mis&a-es as early as *ossible

/lari.y de&ails o i &er e& ra&e a d #6ar$es

Customer retention

,)

Frie dly a**roa#6 o do#%me &a&io ; a**li#a&io servi#es

TABLE5 25
TABLE SHOWING THE ACTIVITIES FOR BAN S TO BUILD TRUSTWORTH! RELATIONSHIP
S<NO 1 2 3 4 5 6 PARTICULARS Quick timely services 1rovide easy access to transaction eing &roactive Aeduced "aiting time Cominal charges on various retail facilities &rovided eing confidential NO<OF RESPONDENTS 42 21 11 55 2) 6 PERCENTAGE 37 17 1) 32 17 6

INTERPRETATION5 $he above table sho"s the activities for banks to build trust"orthy relationshi&# 2rom the above table it is inter&reted that% 37* of the res&ondents consider timely services ado&ted by banks to build trust"orthy relationshi& 32* of the res&ondents felt reduced "aiting time by banks "ould build trust"orthy relationshi& 17* of the res&ondents considered that banks should &rovide easy access to transactions to build trust"orthy relationshi& 17* of the res&ondents felt that banks should allot nominal charges on various retail services 1)* of the res&ondents considered that banks should be &roactive 6* of the res&ondents considered that banks should be confidential INFERENCE5 It is inferred that most of the res&ondents (37*and 32*! felt that timely services and reduced "aiting time by banks "ould build trust"orthy relationshi&#

,1

CHART NO5 24
CHART SHOWING THE ACTIVITIES FOR BAN S TO BUILD TRUSTWORTH! RELATIONSHIP

60 50 N%< O: ('19%.8'.21 40 30 20 42

55

<%i#- &imely servi#es 21 11 6 20

!rovide easy a##ess &o &ra sa#&io Bei $ *roa#&ive

10 3omi al #6ar$es o vario%s re&ail .a#ili&ies *rovided +ed%#ed wai&i $ &ime Bei $ #o .ide &ial Bei $ *roa#&ive 0 !rovide easy a##ess &o &ra sa#&io <%i#- &imely servi#es +ed%#ed wai&i $ &ime

3omi al #6ar$es o vario%s re&ail .a#ili&ies *rovided Bei $ #o .ide &ial

T(7123%(20; (',+2*%.10*9

,2

TABLE5 26
TABLE SHOWING THE
S<NO 1 2 3 4 5 6 7 , PARTICULARS Gack of accessibility Gack of services Digh &enalty rate Queries handled inefficiency Kutstanding interest Jelay in &rocessing transaction Co friendly a&&roach Co such issues TOTAL

INDS OF PROBLEMS FACED B!

NO<OF RESPONDENTS 1) 11 2 5 2) 4) 12 , 108 PERCENTAGE 7 1) 2 4 17 3, 11 7 100

THE RESPONDENTS

INTERPRETATION5 $he above table sho"s the kinds of &roblems faced by the res&ondents in banks# 2rom the above table it is inter&reted that% 3,* of the res&ondents faced &roblems in delayed transaction &rocessing 17* of the res&ondents faced &roblems due to outstanding interest charges on loans and credit cards 11* of the res&ondents faced &roblems due to lack of services 7* of the res&ondents faced &roblems due to less accessibility 7* of the res&ondents faced &roblems on &roduct and services &rovided by banks 4* of the res&ondents faced &roblems on 0ueries handled inefficiently 2* of the res&ondents faced &roblems due to high &enalty rates im&osed by banks INFERENCE5 It is inferred that most of the res&ondents (3,*! faced &roblems "ith regard to delayed transaction &rocessing# ,3

CHART NO5 25
CHART SHOWING THE INDS OF PROBLEMS FACED B!

THE RESPONDENTS

45 40 35 N%< O: ('19%.8'.21 30 25 20 15 10 5 0 (a#- o. servi#es <%eries 6a dled i e..i#ie #y (a#- o. a##essibili&y 2 10 11 5 20

40

(a#- o. a##essibili&y (a#- o. servi#es 12 8 <%eries 6a dled i e..i#ie #y 7%&s&a di $ i &eres& 3o .rie dly a**roa#6 7%&s&a di $ i &eres& 1elay i *ro#essi $ &ra sa#&io 3o s%#6 iss%es 1elay i *ro#essi $ &ra sa#&io 3o .rie dly a**roa#6 3o s%#6 iss%es 0i$6 *e al&y ra&e

0i$6 *e al&y ra&e

*.81 %: 9(%-,'&1

,4

TABLE5 27
TABLE SHOWING THE BIAS SHOWN B! BAN S
S<NO 1 2 3 PARTICULARS 'ork in harmony Aegular contact "ith customers 1rovide better services TOTAL NO<OF RESPONDENTS 23 ,5 5) 108 PERCENTAGE 21 32 47 100

INTERPRETATION5 $he above table sho"s the bias sho"n by banks# 2rom the table it is inter&reted that% 47* of the res&ondents feel that banks must &rovide better service to minimi3e bias 32* of the res&ondents feel that bank must have regular contact "ith customer to minimi3e bias 21* of the res&ondents feel that banks must "ork in harmony to minimi3e bias INFERENCE5 It is inferred that most of the res&ondents (47*! feel that banks must &rovide better services to minimi3e bias#

,5

CHART NO5 26
CHART SHOWING THE BIAS SHOWN B! BAN S
85

90 80 70 N%< O: ('19%.8'.21 60 50 40 30 20 10 0 =or- i 6armo y 23

50

=or- i 6armo y +e$%lar #o &a#& wi&6 #%s&omers !rovide be&&er servi#es

+e$%lar !rovide be&&er #o &a#& wi&6 servi#es #%s&omers B*+1 10%3. -; -+./1

,6

TABLE5 28
TABLE SHOWING THE COMPLAINTS REGARDING RETAIL SERVICES
S<NO 1 2 PARTICULARS =es Co TOTAL NO<OF RESPONDENTS 17 ,7 108 1, ,2 100 PERCENTAGE

INTERPRETATION5 $he above table sho"s the com&laints regarding retail services of the res&ondents# 2rom the table it is inter&reted that% ,2* of the res&ondents have no com&laints regarding retail services &rovided by banks 1,* of the res&ondents have com&laints regarding retail services &rovided by banks INFERENCE5 It is inferred that most of the res&ondents (,2*! have no com&laints regarding retail services &rovided by banks#

,7

CHART NO5 27
CHART SHOWING THE COMPLAINTS REGARDING RETAIL SERV ICES

C%&9,+*.21 ('4+(8*.4 ('2+*, 1'(@*)'1

19

2es 3o

89

,,

FINDINGS
$he follo"ing are ma@or findings of the studies% "hich are mainly based on the data obtained on customer attitudes to"ards retail banking through scheduled 0uestionnaire<

71* of the res&ondents are in age grou& of 2) P 35 years# 7)* of the res&ondents are male# 7)* of the res&ondents are married# 5)* of the res&ondents are em&loyees earning an income level bet"een As# 5))) to As# 1)%))) 1))* of the res&ondents are a"are of retail banking services% &rovided by banks# ,)* of the res&ondents use A$8 services &rovided by banks# 62* of the res&ondents visit banks for the &ur&ose of using services on de&osits% to ac0uire loans% for fre0uent "ithdra"als and che0ue clearance services# ,1* of the res&ondents directly a&&roach their banks for 0ueries# 1))* of the res&ondents felt that the bank should follo" a friendly a&&roach to ans"er their 0ueries and ,6* of them said banks res&onded efficiently to customer 0ueries# 34* of the res&ondents sho" that easy availability of loans has influenced them to a&&roach a &articular bank and 4,* of them considered banks should ado&t easy loan &rocessing system# 7,* of the res&ondents are not using Internet banking services and 6)* of them find difficulty due to its com&le( &rocedure# 3,* of the res&ondents choose Internet banking services as it has easy access#

,7

 6)* of the res&ondents think that online banking "ould not increase customerFs attention# 31* of the res&ondents said that bank should handle accounts efficiently and give &recise details regarding interest rates and charges# 37* of the res&ondents said in order to build trust"orthy relationshi&E banks should &rovide timely services and reduce its "aiting time% as 3,* of them faced &roblems in delayed transaction &rocessing# ,2* of the res&ondents have no com&laints regarding retail service &rovided by banks#

7)

SUGGESTIONS
-ustomers faced service &roblems "hen availing loans% during che0ue clearance services "here necessary ste&s should be taken by the bank to avoid the customerFs difficulty in availing these services# 9fficiency in loan &rocessing% and clarity on outstanding interest charges and a"areness on Internet banking a service becomes the need of the hour in retail banking services# Internet banking facilities are very useful to the customers% as kno"ledge on its "orkings should be created among the &ublic through e(ternal agents and through market a&&roach in rural areas# anks can use the automatised transaction &rocessing to reduce the "aiting time and increase 0uick money based transactions# $he failure of A$8 machines "ants to be rectified immediately and banks can increase security for A$8 services to avoid thefts# A"areness can be created on these services by conducting mela #s fre0uently in and around the city#

71

CONCLUSION
Aetail banking has a great sco&e in India due to increase in consumerism and &urchasing &o"er of customers# 9;banking% 8obile banking% A$8% -redit cards and loans have become necessity and are no more factors of differentiation is there in urban and semi urban cities# $he above study "as carried out "ith the &rime ob@ective to find out ma@or factors that banks can &lan to create more a"areness and make their banking customers understand the benefits of the various schemes offered by banks# Aetail services hel&s to understand that overall customers are 0uite satisfied "ith the services offered by banks# 1rocessing time and interest rates are ma@or influencing factor for making &urchase decision# $herefore it can be concluded that the customer should not have sufficient kno"ledge to find out available sources# /o% bankers should take efforts to increase the customer a"areness in develo&ing their retail banking services#

72

BIBLIOGRAPH!
BOO S
6othari -#A% Aesearch 8ethodology% Lish"a 1rakasan &ublications% /econd 9dition% 1777# International <ournal of Aetail and Jistribution 8anagement% vol#31 Issue5 4% 1&5 177; 1,7 /hanamugam#L%NIntroduction to anking 8anagementN% /econd 9dition% Likas &ublishing house 1vt Gtd# Ce" Jelhi#

WEBSITES
"""#scribd#com """#ans"ers#comHto&ic;retail banking """#cor&retail#com

73