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INTRODUCTION
INDUSTRY PROFILE
INDIAN BANKING:
With the Indian economy moving on to a high growth trajectory, consumption levels soaring
and investment riding high, the Indian banking sector is at a watershed. Further, as Indian
companies globalize and people of Indian origin increase their investment in India, several
Indian banks are pursuing global strategies. The industry has been growing faster than the real
economy, resulting in the ratio of assets of commercial banks to GDP increasing to 92.5 per
cent. The Indian banks have also been doing exceptionally well in the financial sector with
the price-to-book value being second only to china, according to a report by Boston
Consultancy Group.
The English traders, who came to India in the 17th century, established some contracts
with the indigenous bankers by borrowing funds from them in 1786. The English Agency
House had established the Bank of Bengal at Calcutta with the advent of modern banking
conducted on western lines, the indigenous bankers lost further importance.
The English House Agency in Calcutta and Bombay were the bankers to the East India
Company and the European merchants in India. They had no capital of their own and
depend mainly on deposits from the public for finance. These agency houses failed as
they combined banking with trading. Among the earliest banks in established in India,
were the Bank of Bengal (1806), Bank of Bombay (1840) and Bank of Madras (1843).
These banks were also known as "presidency banks". In 1860 the concept of limited
liability was introduced in banking. These banks (presidency banks) were allowed to
issue notes to a limited extent, but this right was taken over by the government in 1862.
In view of limited liability, several joint stock banks were floated.
The swadeshi movement which started in the early 1900s gave stimulus to the growth of
indigenous joint Stock Banks.
In 1921, the 3 presidency banks were merged to form the Imperial Bank of India. During
1900 and 1950, the Indian joint stock banks specialized in providing short term credit,
for trade in the form of cash-credit and over draft facilities, foreign exchange business,
remained the monopoly of foreign banks. Between 1900 and 1925 many banks failed due
to various reasons. The Central Banking Enquiry Committee was constituted in 1929; it
gave the reasons for the failure of banks such as Insufficient capital, Poor liquidity of
assets, Combination of non-banking activities with banking activities, Irrational credit
policy & incompetent and Inexperienced directors.
It gave wide power to RBI to regulate, supervise and develop the banking systems.
During 1950 to 1969 two important developments took place, first, the all India Rural
Credit Survey Committee, which examined the issue of credit availability at the rural
areas, recommended the creation or a state partnered sponsored bank entrusted with the
task of opening branches in the rural areas.
Accepting this recommendation, the State Bank of India Act was passed in 1955 and the
Imperial Bank of India was renamed as State Bank of India. Later in 1959 the State Bank
of India (Subsidiary Bank) Act was passed enabling SBI, to take over 8 princely state
associated banks as the subsidiaries; these banks were State Bank of Bikaner, State Bank
of Hyderabad, State Bank of Indore ,State Bank of Jaipur, State Bank of Mysore, Bank of
Patiala, State Bank of Saurashtra and Bank of Travancore.
Secondly the need about wider diffusion of banking facilities and to change the uneven
distributive pattern of bank lending was realized. The scheme of social control over
banks was announced in the parliament in December 1967. The National Credit Control
Council was set up in 1968 to assess the demand for bank credit from various sector of
the economy and to determine their respective priorities in allocation.
On the eve of independence in August 1947, there were 648 commercial banks,
comprising 97 scheduled and 551 non scheduled banks. Development in banking sector
is divided into two separate groups namely pre-nationalize period and post nationalize
period:
In 1951, when the First Five Year Plan (1951 - 56) was launched, the development
of rural India was accorded the highest priority. The All India Rural Credit Survey
Committee recommended. the creation of a State - partnered and State, sponsored
bank by taking over the Imperial Bank of India and integrating with it, the former
State - owned or State - associated banks. Accordingly, an Act was passed in the
Parliament in May 1955 and the. State Bank of India was constituted on July 1,
1955.
Later, the State Bank of India (Subsidiary Banks) Act was passed in 1959 enabling
the State Bank of India to take over eight former States - associated banks as its
subsidiaries. During the pre-nationalization period, the industrial sector claimed the
lion's share in bank credit. Within the industry, the large - scale sector cornered the
bulk of credit and the share of small - scale industries was marginal. There were
many reasons for the dominance of large industrial companies in the banking sector.
The post nationalization period witnessed a remarkable expansion in the banking and
financial system. The biggest achievement of nationalization was the reallocation of
sectoral credit in favour of agriculture, small industries and exports which formed the
core of the priority sector. Within agriculture, credit for the procurement of food
grains (food credit) was a major item. Other agricultural activities preferred for credit
included poultry farming, dairy and piggeries. Certain other sectors of the economy
which also received attention for credit allocation were: professionals and self
employed persons, artisans and weaker sections of society. Conversely, there was a
sharp fall in bank credit to large scale industries. However, the share of small scale
industry registered an upward trend.
The commonality among these concerns has given rise to a wide recognition and
acceptance of having a set of international standards and best practices that every
systemically important country should strive to foster and implement. Financial sector
reforms, introduced in the early 1990s in a gradual and sequenced manner, were
directed at the removal of various deficiencies from which the system was suffering.
The basic objectives of reforms were to make the system more stable and efficient so
that it could contribute in accelerating the growth process.
responses during times of crisis. Increased inter - linkages also raise the issue of
appropriate supervisory framework.
Banking sector reforms in India are grounded in the belief that competitive efficiency
in the real sectors of the economy will pot realize its full potential unless the banking
sector was reformed as well. Thus, the principal objective of banking sector reforms
was to improve the allocative efficiency of resources and accelerate the growth
process of the real sector by removing structural deficiencies affecting the
performance of banks.
National Electronic Funds Transfer (NEFT) NEFT is electronic funds transfer system,
which facilitates transfer of funds to other bank accounts in over 63000 bank branches
across the country. This is a simple, secure, safe, fastest and cost effective way to
transfer funds especially for Retail remittances.
LOW COST
The other benefit that has many people considering NEFT as their main technique of
transferring money is the low cost it charges. In fact, the costs involved during the
NEFT process are much lesser compared to when you make demand drafts or pay
orders. Hence, many small businesses in India are now using NEFT due to its
economical nature.
HIGHLY RELIABLE
NEFT is highly reliable and this is attributed to the fact the Indian reserve bank is the
main coordinating agency of this process. This greatly reduces any likelihood of
discrepancy when making financial transactions between various banks. That is the
reason NEFT transactions cannot be revoked, since it has a high accuracy level.
ELIMINATES DELAYS
NEFT transactions are designed to eliminate the normal delays associated with fund
movements in general. This is because all transactions are quickly settled within one
day from the start of the transaction. This means your customers or clients will get
their money on time once it has been sent to their respective accounts.
Since the entire NEFT process is completely paperless, it helps lessen the need to cut
trees for producing paper. Hence, NEFT is environmentally friendly. Furthermore, it is
also risk free since fund transfers are processed and immediately settled within one
day.
The RBI first implemented the RTGS in March 2004 as a major technology based
electronic funds transfer system across the country. The RTGS infrastructure is critical
in facilitating the orderly settlement of payment obligations.
In August 2013, the RTGS saw 62.10 lakh transactions (including customer
transactions, inter-bank transactions and inter-bank clearing) aggregating to Rs.
67,55,735 crore.
COMPANY PROFILE
2.1 HISTORY
The Karnataka State Co-operative Apex Bank Limited (hereinafter referred to as the
Bank) is a Scheduled Co-operative Bank incorporated under the Karnataka State Co-
operative Societies Act 1959. It was established in the year 1915 is entering its Centenary
year during next year. During the year in its inception the Bank had deposits of Rs.1.26
lakh, owned funds of Rs. 0.54 lakh and working capital of Rs.1.80 lakh. During the last
99 years the bank has achieved significant development and considered one of the
premier State Co-operative Bank in the country. Our Bank is known for its commitment
for the development of farmers in the state and also Primary Agricultural Credit Co-
operative Societies and District Central Co-operative Banks.
Today it has 42 branches in Bangalore City through which it carries out commercial
banking activities. It does not have any branches outside Bangalore.
The Bank was registered on 10th November 1915 under the name and style of The
Mysore Provincial Cooperative Bank Limited, under the Mysore Co-operative Societies
Act of 1905. Then, the Bank was not an Apex institution, as it was not exclusively meant
for financing the co-operatives in the State of Mysore. Another Bank called the
Bangalore Central Co-operative Bank Limited, Bangalore (which was later converted
into an urban bank), which was registered in 1905, was also financing the co-operatives.
The bank owes its origin to Sri. M.A. Narayan Iyengar, B.A., B.L., who was the
Registrar of Co-operative Societies at that time.
The bank was founded with the objective of financing, inspecting and supervising the
Co-operative societies in the Mysore State. Subsequently, several district co-operative
central banks with the jurisdiction of a district were registered. Five such district central
banks were started. But their working was not satisfactory and they become defunct.
As such the provincial bank started financing the societies directly. Besides granting of
loans, the bank served as an outlet for investment of the surplus finds of the co-operative
societies in the state. The bank thus acts as the balancing centre of the co-operative
movement in the state, safeguarding its interests.
RTGS is the fastest, cheapest and has left free system of transferring money from one
account in difference places. RTGS is now implemented in Apex Bank. Apex Bank is the
fourth State Co-operative Bank in India in implementing RTGS.
Managing Director. The Chief General Manager, National Bank for Agriculture and
Rural Development Bank and Registrar of Cooperative Societies are also among the
Board of Directors, and are Government Nominees.
The Board Meeting is convened once in a month. The Executive Committee Meeting
is convened once a month.
In addition, the bank is also having Sub Committees consisting of Board of Directors
in each Committee to monitor the functions of the Bank and District Central
Cooperative Banks.
3. Commercial Vehicle
The Bank provides loans to purchase vehicle for commercial use only.
4. Professional Loan
A loan product specially designed to offer security based and hassie free financial
assistance to professionals and self-employed persons.
5. Apex Professional
Personal loans to Doctors, Engineers, Architects and also to prompt Income Tax
payees.
6. Apex Pension
Loan for pensioners to meet Medical expenses, other genuine needs and emergent
personal expenses.
7. Apex Gold
Loans to individuals for purchase of Gold jewellery.
9. Apex Women
Loan sanctioned to women to meet their genuine personal needs like buying
household articles, gifts and jewellery.
10.Apex Retail
The loan for petty traders.
12.Apex Rent
Loan based on the rental income of the property Rented/leased out to
Central/State/Semi Government / Banks / Financial Institutions and Multinational
Companies.
13.Apex Travel
To meet travel and lodging expenses of individuals for travel in india and abroad
either through personally arranged tours or through conducted tours.
2.13 COMPETITORS
1. Shamrao Vital Co-Operative Bank
2. Commercial Banks
3. Corporate Banks
The methodologies follow collecting information by using two sources of data namely:
Primary data
Secondary data
PRIMARY DATA
Primary data are the data collected for the first time and not available in the secondary
source. The primary data is obtained through questionnaire with the customers of the
KSC Apex Bank Ltd.
SECONDARY DATA
The source of secondary data is published materials such as text book, periodicals,
journals, newspaper and annual reports of the KSC Apex Bank Ltd.
The following are the data sources through which the data have been collected.
Brochures issued by the bank.
Several websites on RTGS & NEFT.
GRAPHICAL ANALYSIS
LITERATURE REVIEW
The present study identifies an ample number of research works at global level in general
but at domestic level very few studies have been reviewed and found most appropriate
on customer awareness towards RTGS & NEFT. The contribution of various researchers,
policy-makers and writers to this area has focused on explaining the process of the RTGS
& NEFT and satisfaction of the customer with the service, their challenges, advantages,
disadvantages, herewith, the study, in brief summary and present some of them in a
descending order as year of publication.
Raopun (2005), evaluated the level of internet banking services and compared the
overall awareness of banking facilities like NEFT, RTGS. The author used eight
dimensional quality model given by David A. Garvin, namely, performance, features,
reliability, conformance, durability, serviceability, aesthetics and perceived quality. The
results of the study indicated that reliability, security system and information accuracy
were the most important perspectives and least important was the perceived quality of
commercial bank. The results of the study could be used as a guideline to set up a form
of service in order to satisfy the needs of target group accurately and appropriately.
Erickson et al. (2005), studied the technology acceptance of banking. The objective of
the study was to see that to what extent customers accept RTGS and NEFT as a tool for
the Awareness. The findings of the study suggested that RTGS and NEFT proved to be
beneficial for the customers to some extent. However, banks need to put much efforts not
only into making a user friendly banking facilities, but also to explain their customers
how the bank facilities was useful to them.
Balwinder Singh and Malhotra .P (2004), examined the impact of online banking. The
objective of the study was to find who uses internet, why and where. It also examined the
respondents reasons for not using banking online.. The researcher analyzed that males
use more online banking than females. Main services used through websites were inter-
account transfer, paying accounts, checking balance/ statement, communication with the
banks, etc. Security was the main issue for not using banking online. The author
suggested that to make online banking more adaptive, websites should be more
attractive, more informative and colourful. Training should be given to customers.
Charges of online facilities should also be less. Banks should advertise and publicize
their new products and services offered on the websites so as to make online banking
more popular among customers.
Milind Sathye (1999), in his research paper, explored the factors affecting the adoption
of online banking by Indian customers. The author stated that online and other virtual
banking had significantly lower the cost structure than traditional delivery channels. So,
the banks should encourage customers to use internet for banking transactions. The
author also emphasized that for adoption of online banking, it was necessary that the
banks offering this service made the consumers aware about the availability of such a
product and explain how it adds value to the other products. However, internet should be
considered as a part of overall customers service and distribution strategy. These
measures could help in rapid migration of customers to online banking resulting in
considerable saving of operating costs of banks.
ANALYSIS
Introduction
95% level of confidence has been taken as the data cannot be completely accurate. The rating
measurements are assigned to various questions as per rating measurement mentioned in our
questionnaire, which is attached in annexure.
GRAPHICAL ANALYSIS
AGE OF THE RESPONDENTS
Age
10-20 1
20-30 15
>30 34
Total 50
Graph 1: Showing the Age of the respondent
2%
30%
68%
The above given breakup of the sample shows the percentage of respondents from each age.
It also included potential as well as non-potential consumers of the banking industry in our
survey so that I can get the overall insight of the consumer and the reasons that might be
hindering to consumers to go to the bank. Also I have asked the consumers the suggestions
for developing the banking industry.
Gender
male 45
female 5
total 50
Graph 2: Showing the Gender of the respondents
10%
90%
The above given breakup of the sample shows the percentage of respondents from each
gender. It also included Female consumers of the banking industry in our survey. Also I did
observation method when they gave their response.
4% 4%
4%
88%
In above chart it shows that maximum persons income is above 30,000. It includes all
potential & non-potential customers. It also shows that the person who is businessman whose
only income is greater than 30,000rs.
students
20%
businessman
organization
70%
2%
In above chart it shows that 70% of the customers are businessman & rest are others.
In occupation it also include the students so I knew about the awareness of the
student in the new products because students also going in bank for banking
transaction
FREQUENTLY VISIT
DAILY 23
ONCE IN AWEEK 13
TWICE OR MORE IN A WEEK 11
OTHERS 3
TOTAL 50
6%
22%
46%
26%
It was important to know that if the consumers do not use the services where do they get to
know of its existence. So I asked them and the whopping majority of 23 out of total of 50
told that they going daily in BANK for regular transaction.
TRANSACTION
TYPES
DD 3
BC 0
TT 0
MT 0
NEFT 14
RTGS 21
OTHERS 12
TOTAL 50
Graph 6:Showing The respondents transaction in bank
Above chart shows that businessman maximum using new products of fund transferring. 21
people out of 50 using RTGS transaction in routine life for fund transferring from 1 bank to
another bank & 14 people out of 50 using NEFT product for fund transferring. In others
people using cash withdrawal or cash depositing transactions.
16%
84%
It shows that 42 people out of 50 are aware about the new product and rest are not aware
who is only students & include some professionals because they are not using regular fund
transferring from 1 bank to another. It is more useful for businessman whose regular
turnover is high.
AWARENESS THROUGH
FRIENDS 1
BANK STAFF 35
BUSINESS PARTIES 4
OTHERS 2
NONE 8
TOTAL 50
2%
4% 16%
8%
70%
It was important to know that if the consumers do not use the services where do they get to know of its
existence. So I asked them and the whopping majority of 35 out of total of 50 told that they got to
know of the new product of bank from bank staff. This brings out one fact very glaringly, that the
amount of peer pressure is very high among the consumers.
Awareness created by friends & business parties is comparatively lesser; reason being that the
awareness about the new product of bank advertisements come mostly only at time of its
commencement, for promoting the transaction. Otherwise promotion of transaction is usually done
through the word-of-mouth.
Table 9: Showing how many transaction have been done through NEFT/ RTGS
TRANSACTION DONE
EVERYDAY 22
ONCE IN A WEEK 8
TWICE IN A WEEK 1
MORE THAN 3
TRANSACTION 6
OTHERS(NONE) 13
TOTAL 50
Graph 9: Showing how many transaction have been done through NEFT/ RTGS
NEFT/RTGS Transaction
EVERYDAY ONCE IN A WEEK TWICE IN A WEEK MORE THAN 3 TRANSACTION OTHERS(NONE)
26%
44%
12%
16%
2%
It shows that 22 people out of 50 people using every day the new product . In against the professionals
& students must not use these types of products. They simply use the Demand Draft for their education
fees transfer & other purposes.
SATISFACTION
YES 37
NO 13
TOTAL 50
Graph 10 :Showing the respondents satisfaction about the product
26%
74%
Above chart shows that 74% customers are satisfied with the product in mostly them are businessman
& rests are students who are not aware about the product so their responses are none so I cannot said
that they are not satisfied but their answer was neutral.
PREFERANCE
EASY TRANSACTION 8
LESS COSTLY 23
USING LESS TIMING 7
OTHERS(NONE) 12
TOAL 50
Table 11::Showing why respondents prefer NEFT/ RTGS
Preference of Respondents
EASY TRANSACTION LESS COSTLY USING LESS TIMING OTHERS (NONE)
16%
24%
14%
46%
Above chart shows that more customers doing NEFT/RTGS because of less costing of the new product
in against of traditional products like DD, MT,TT, BC etc. New products are using less timing & also
it is an easy transaction for consumers. 24% people do not prefer RTGS/NEFT transactions.
WHAT KIND OF EXTRA FACILITIES WOULD RESPONDENTS PREFER TO GET ACKNOWLEDGEMENT YOUR
TRANSACTION?
Table 12: Showing what kind of extra facilities would respondents prefer to get acknowledgement your
transaction
EXTRA FACILITY
ONLINE
INFORMATION 10
TELE CALLING 21
MOBILE BANKING 19
OTHERS 0
TOTAL 50
Graph 11:Showing what kind of extra facilities would respondents prefer to get acknowledgement your
transaction
Extra Facility
ONLINE INFORMATION TELE CALLING MOBILE BANKING OTHERS
0%
20%
38%
42%
Above chart shows that 21 people out of 50 people prefer tele calling for the extra facility & rests
are prefer other facility to get acknowledgement of respondent transaction.
If a sample of size n is taken from a population having a normal distribution, then there is a well-
known result (see distribution of the sample variance) which allows a test to be made of whether
the variance of the population has a pre-determined value.
I am doing chi square test of independence of variance. It is a test of checking effect of change in
one variable on another variable.
The formula of chi square test of independence is below with various steps of testing the
hypothesis value of chi square:
STEP 1:- For a contingency table that has r rows and c columns, the chi square test can be
thought of as a test of independence. In a test of independence the null and alternative hypotheses
are:
STEP 6:- Find the table value (consult the Chi Square Table.)
STEP -7:- If your chi-square value is equal to or greater than the table value, reject the null
hypothesis: differences in your data are not due to chance alone.
WAYS OF AWARENESS
THROUGH
THROUGH THROUGH BUSINESS THROUGH
FRIENDS BANK STAFF PARTIES PARENTS NONE
GENDER MALE 1 32 4 0 8
FEMALE 1 2 0 2 0
WAYS
OF
AWARENESS
Df 4
Sig. .000*,a,b
Conclusion:- Here in this case the null hypothesis is rejected because our p value is 0.000 which is
less than the 0.05. It means gender is totally dependent on ways of awareness.
WAYSOFAWARENESS
THROUGH
THROUGH THROUGH BUSINESS THROUGH
FRIENDS BANK STAFF PARTIES PARENTS NONE
OCCUPATION BUSINESSMAN 0 32 3 0 0
STUDENTS 0 0 1 2 7
ORGANIZATION 1 0 0 0 0
PROFESSIONAL 1 2 0 0 1
WAYS
OF
AWARENESS
df 12
Sig. .000*,a,b
Conclusion:- Here in this case the P- value is 0.000 which is less then the 0.05 so that our null
hypothesis is rejected. It means occupation is totally dependent on ways of awareness
Consumers usually the businessman & organizations know about the product of
NEFT/RTGS.
Consumers usually prefer this product because it takes less time to transfer from one
account to another account in particular branch.
Another reason is that it is less costly as compare to the traditional product & the
transaction is too easy.
As per my study, non potential customer does not know about the product because of
less banking transaction & awareness also responsible for that.
Consumers usually doing this type of transaction for transferring the funds to another
party behind that the main reason is trading of goods & services.
Students which are our non potential customers as well as professional also are not
using these products for fees transferring & other activities. They are using traditional
products like BC/DD etc.
Non potential customer not choosing these types of transaction because of cheque
book,because in NEFT/RTGS transaction the basic requirement of customer is cheque
book. In student saving account sometime they have not take cheque book from bank
& also they are access their account through 0rs. Balance. So they are not aware as
well as they are not doing in such type of transaction.
Ksc apex bank takes charge in traditional products like BC/DD is minimum cost 56rs.
Up to 10000rs. After that it is 4.5rs. Per1000 amount & maximum is 16,645rs. In
compare to NEFT/RTGS the minimum cost is 6 to 7rs. as per the transaction which is
decided by the RBI & maximum cost is 61rs. Above 200000rs. Transaction its cost is
only 28rs. Its only applicable till 13/7/2012. Now RBI applies new rates for the
transactions.
This cost is deferent from bank to bank because the overall costing behind the one
transaction is different from bank to.
In bank there are 2 categories of transaction NEFT & RTGS.
NEFT transaction is done when your fund transfer amount is less than 200000rs.
Above 200000rs. It is automatically converting in RTGS transaction. This criterion is
decided by the RBI.
In NEFT transaction the fund transferring validity is maximum 3 days in case of
accesses of internet connection & clearing process otherwise its transfer immediately.
Its using IFSC codes for different branch which have 11 character codes which is
useful to identify the branch & bank.
If you going through traditional products through cash transaction its too costly
transaction its amount is 90rs. Per transaction because its cost is 1.5times which is
payable by customers to bank. In traditional product transaction, PAN card must
require.
SUGGESTIONS
It is suggested that RTGS and NEFT should be given importance and the information
about it should be conveyed, as many of the customers would not be having any idea
about what actually it is
Bank provides all facilities related to NEFT/RTGS so use it maximum for fund
transferring.
I suggest the bank reduce the traditional product transaction rate for students who are
using DD/BCs transactions.
I also suggest the bank that aware the customer about the new product through given
proper guidance.
Prepare one extra team for helping the customer who provides whole knowledge
about the transaction with the help of cost effectiveness.
CONCLUSION
Based on data analysis and discussion that mentioned, it can be concluded that Banking
facilities like RTGS and NEFT have satisfied most of people banking needs. Most bank
clients enjoy using e-Banking, this results into a high level of satisfaction. It is very necessary
to pay attention to the risk related issues and a service charge of the payment systems RTGS
and NEFT as it lowers the level of satisfaction. Findings revealed that there is a weak positive
relationship between Electronic banking and consumer Awareness.. Awareness it to be created
among the usage of RTGS and NEFT payment systems as many of them are not aware of the
system itself.
Thus, I feel proud in doing my project in a well established bank which is doing a great job as
it is practicing both NEFT and RTGS system of payment. I wish to conclude by saying that
Apex Bank should increase the number of branches in other cities for further growth and to
extend its customer loyalty
BIBLIOGRAPHY
REFERENCES
1. Balwinder Singh and Malhotra. P (2004), Adoption of Online Banking: An Empirical
Investigation of Indian Banking Sector, Journal of Internet Banking & Commerce,
Vol.9, No.2, e-journal
2. Erickson. K., Kerem. K. and Nilsson. D, Customer Acceptance of Online banking in
Estonia, International Journal of Bank Marketing, Vol. 23 No.2, pp 200-16
3. Marius Dannenberg, Dorothee Kellner (1998), The bank of tomorrow with todays
technology, International Journal of Bank Marketing, Vol. 16 Iss: 2, pp. 90 97
4. Milind Sathye (1999), Adoption of Online banking by Australian consumers,
International Journal of Bank Marketing, Vol. 17 Iss: 7, pp. 324 334
5. Raopun .N (2005), A Quality Study of Online Banking in Thailand, Available at
http/www.IJCIM.th.org/v13nsp/pdf
6. The Training and guidance materials supplied by the bank
7. The Apex banks website
8. The material supplied by the faculty guide.
9. Annual reports of Karnataka State Co-operative Apex Bank.
10. Daily Business newspaper like Economic Times, Business Standard etc.,
WEBSITE REFERRED
1. www.google.com
2. www.central-bank.org.in
3. www.articles.economicstimes.com
4. www.karnatakaapex.co.in
QUESTIONNAIRE FOR CONSUMERS
Dear respondent,
We appreciate your efforts in filling this questionnaire. We are carrying out a research as a
part of our course of M.B.A and assure you that information shared by you will be used for
academic purpose only. Mention below some important terms which is helpful to fill up this
questionnaire.
Name: ________________________________________________
2) Gender:
Male Female
4) Your occupation:
Businessman Students
Organization Others, specify_____
11) How many times transactions have been done through NEFT/RTGS?
Everyday twice in a week
Once in a week more than 3 transaction during the week
Others, specify_____
12) Are you satisfied with new transaction (NEFT/RTGS) methods over
conventional transaction method (DD/BC)?
Yes No
Transaction limit
No local access
No reliability of computers
Others, specify_____
15) What kind of extra facility would you prefer to get acknowledgement of your
transaction?
Online information
Tele calling
Mobile banking
Other specify,______