[Download] Tải Consequence of perceiving users of digital banking (with reference to private banks in Chennai) – Tải về File Word, PDF

Consequence of perceiving users of digital banking (with reference to private banks in Chennai)

Consequence of perceiving users of digital banking (with reference to private banks in Chennai)
Nội dung Text: Consequence of perceiving users of digital banking (with reference to private banks in Chennai)

Download


The paper explores to know a consequence of perceiving users of digital banking with reference to private banks in Chennai. The researcher specified this research through digital banking user in private banks in the city of Chennai.

Bạn đang xem: [Download] Tải Consequence of perceiving users of digital banking (with reference to private banks in Chennai) – Tải về File Word, PDF

*Ghi chú: Có 2 link để tải biểu mẫu, Nếu Link này không download được, các bạn kéo xuống dưới cùng, dùng link 2 để tải tài liệu về máy nhé!
Download tài liệu Consequence of perceiving users of digital banking (with reference to private banks in Chennai) File Word, PDF về máy

Consequence of perceiving users of digital banking (with reference to private banks in Chennai)

Mô tả tài liệu

Nội dung Text: Consequence of perceiving users of digital banking (with reference to private banks in Chennai)

  1. International Journal of Management (IJM)
    Volume 10, Issue 6, November-December 2019, pp. 247–253, Article ID: IJM_10_06_024
    Available online at http://www.iaeme.com/ijm/issues.asp?JType=IJM&VType=10&IType=6
    Journal Impact Factor (2019): 9.6780 (Calculated by GISI) www.jifactor.com
    ISSN Print: 0976-6502 and ISSN Online: 0976-6510
    © IAEME Publication

    CONSEQUENCE OF PERCEIVING USERS OF
    DIGITAL BANKING (WITH REFERENCE TO
    PRIVATE BANKS IN CHENNAI)
    R. Vimaladevi
    Assistant Professor, Department of Commerce, VELS Institute of Science,
    Technology and Advanced Studies, Chennai, Tamilnadu, India.

    A. Meenakshi
    Assistant Professor, Department of Commerce, VELS Institute of Science,
    Technology and Advanced Studies, Chennai, Tamilnadu, India.

    Dr. S. Vennilaa Shree
    Professor, Department of Commerce, VELS Institute of Science,
    Technology and Advanced Studies, Chennai, Tamilnadu, India.

    ABSTRACT
    The paper explores to know a consequence of perceiving users of digital banking
    with reference to private banks in Chennai. The researcher specified this research
    through digital banking user in private banks in the city of Chennai. The researcher has
    collected the primary data through a questionnaire which is well-structured. The
    researcher has used a method of chances for collecting the data from 60 responders.
    The percentage analysis and rank correlation method are employed to examine the
    information. This research inferred that the customers are highly satisfied with digital
    banking services and usage levels of the customers are also high. Further, it
    recommended that banking need to improve the following aspects such as one-stop-shop
    for banking needs, transactions through a digital kiosk, voice command that assist
    computer illiterate people, interface that make unique customer and the first-time user
    can perform a transaction easily. Thus, it enables the banking industries to render better
    services and to retain a valuable customer. Through digital banking, each and every
    program had been digitized and each and every activity is undertaken through
    institutions of financial and their customers.
    Keywords: Digital banking, user, customers, responders.
    Cite this Article: R. Vimaladevi, A. Meenakshi, Dr. S. Vennilaa Shree, Consequence
    of Perceiving Users of Digital Banking (With Reference to Private Banks in Chennai),
    International Journal of Management (IJM), 10 (6), 2019, pp. 247–253.
    http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=10&IType=6

    http://www.iaeme.com/IJM/index.asp 247 editor@iaeme.com

  2. Consequence of Perceiving Users of Digital Banking (With Reference to Private Banks in Chennai)

    1. INTRODUCTION
    The introduction of internet facility in the earlier 90’s foster rapid revolution and vibrant
    development in the banking sectors in India. The diversification from the conventional method
    of banking had opened up new vistas to increase profits of the bank and reduce the operating
    cost. The digitalization in banking sectors supports to extend their hand in another area of
    banking such as universal banking, investment banking, mortgage financing, and personal
    banking, etc. Digitalization banking initially identified as using ATM cards and credit cards.
    Later, the banking sectors create their own way of designing a website on their needs. It
    enhanced another kind of services such as opening new accounts using online, downloading the
    necessary forms, and also applying for online loans. Moreover, it adds up other forms of
    features such as bill payments, transfer of funds, income tax filing, opening recurring accounts
    and fixed deposit. It results in inevitable growth in the soundness of the funding system which
    facilitates to meet the global competition.
    The modern era witnessed that many businesses like Amazon, Flipkart have existed with
    the support of digital banking. Internet banking helps the business to allow payments through
    online and other events like deposits, fund transfer, monthly statements. So, it helps the
    businessperson can take the instant decision in their business process. It is not only helpful for
    the business even it greatly helpful for the working people. Especially, it reduces the work
    burden of the working people and also it helps to cost-cutting and save time. The proliferation
    of smartphone usage opened a moderate way of a transaction comparing to usage of ATM
    machines. In futures, the banks have to face challenges to facilitate the demands of customers
    to associate salespersons with money through channels which are determined by customers.
    The demands of the customers fulfilled only through CRM or customer relationship
    management software. So, the CRM must be linked into a system of digital banking that enables
    banks to interconnect directly through the customers. These attempts to explore the perception
    of digital banking services, usage level and channels most preferred by the customer in Chennai.

    2. AIMS
     Consequence of perceiving of the usage level of digital banking.
     Preference levels of adopting the channel.
     Absorption of satisfaction levels of digital banking users.

    3. FOCUS
    Convenience and time saving are an inevitable process for any field to sustain in the competitive
    market. Modernization put forth up gradation in digital banking from conventional banking
    services. The customers are recipients of digital banking services. Thus, there is an emergency
    to recognize the opinion of the customer’s sensitivity to digital banking. The research helps to
    identify whether the customers are satisfied with digital banking facilities. It also helps to
    identify the level of satisfaction of customers on various aspects of digital banking, usage level,
    and their preferred channel. It helps the banking sector to know the opinion regarding digital
    banking which helps them to cater to the needs of customers.

    4. PROPOSED TARGET
    The research emphasis to examine customer satisfaction with regards to digital banking
    facilities rendered in private sector banks. It attempts to know about the usage level of digital
    banking, channel preferred most and also to identify the level of satisfaction among the various
    aspects.

    http://www.iaeme.com/IJM/index.asp 248 editor@iaeme.com

  3. R. Vimaladevi, A. Meenakshi, Dr. S. Vennilaa Shree

    5. METHODOLOGY
    In securing the most effective results from the present research a methodology has been framed.
    The data comprises of two vital parts such as primary and secondary. The primary data devoted
    to gathering opinion from customers of private banks. The researchers used a simple random
    sampling method for collecting data from 60 respondents. The percentage analysis, Rank
    correlation used to evaluate the data. The secondary data were collected from the dissertation,
    journals, and websites.

    6. LIMITATIONS
     The number of responders restricted to 60 samples imposed by time and cost factors.
     The questionnaires had been dispersed to customers of the private banks.
     The duration of the project is limited to 3 months.

    7. EXAMINATION OF LITERATURE
    Digi et al. (2009) the researcher aimed to know about internet banking can bring sustainable
    competitive advantage in terms of market share rather more than profit-making. The results are
    retrieved from the report of world retail banking in the year 2009. This research inferred that
    an active user of online banking used 34% transactions which is not more than an active user.
    However, these findings show the implementation of aggressive policy discourage the
    customers to visit branches.
    Elizabeth Ujarura Kamutuezu (2016) this research set hypothesis the factors which
    influence the adoption of online banking. The researcher employed a non-probability sampling
    method. An SAQ had been employed to gather the information of the 50 users of online banking
    and 16 non-users from four banks. The research model derived from Fred Davis’s Technology
    Acceptance Model in order to focus over variables of four beliefs of PU or perceived usefulness
    and PEOU, credibility and convenient. The result shows that PEOU and Convenient are key
    factors which influence the adoption of online banking in Namibia.
    Grui Anton (2014) target to know about the influence of internet banking over the use of
    banking services in top 10 Ukrainian banks in Ukraine. The data collected from 9554 customers
    in the select banks. The data analyzed through regression tool. This research revealed that most
    younger people and customers with higher salaries have started to use internet services. Further,
    this proposal postulates certain facts that youth is more prone to adopt internet technologies
    with higher-income people more chances to maintain internet banking services, as its
    convenient low-cost remote transactions.
    Isaeva et al. (2012) this research focused to know about the impact of internet banking on
    the use of banking services in the US. The information had been gathered from 75 banks in the
    US and examines the views of bankers that had been provided banking services via the internet.
    From this proposal, it is understood that the transaction costs had been reduced through online
    banking. These also raise both the customers and the customer base.
    Lauri Piirainen (2017) explored the financial sector through digitalization and also to
    understand the key essentials in a successful change in management and its impacts on the
    financial and banking sector. The general view was conducted to employees of the Bank X and
    personalized feeling in changing management and digitalization of the banking industry. The
    researcher adopted both methods of qualitative and quantitative for empirical research. The
    findings show that change management was successful and satisfied feeling of changes in the
    employee of Bank X. This research suggested that the few key parts of development be taken
    into account in the employee of Bank X in order to improve the successfulness of their change
    management.

    http://www.iaeme.com/IJM/index.asp 249 editor@iaeme.com

  4. Consequence of Perceiving Users of Digital Banking (With Reference to Private Banks in Chennai)

    Robert Ortstad (2017) attempt to know the role of digitalization in the banking sector has
    altered customers’ preferences and demands in the Swedish bank. The intention of these
    researches is to examine in what way the digital focus affect the relationship among banks’ and
    customers. This research has chosen a qualitative method that has been conducted through event
    research at a large Swedish bank. The data gathered in the research method to indicate that the
    relationship with customers has become less adapted and more mechanized. This also expresses
    that satisfaction had been raised between customers who oriented digitally. These increasing
    satisfactions are attained through the contribution of position in the bank.
    Shiffu Abrol (2014) the researcher explored the title Impact of internet banking on
    customer satisfaction and business performance For this research, the primary information had
    been collected through questionnaire which is a type of structured from 144 respondents in
    Jammu city and secondary sources obtained from JIBC, JBF, JM or journal of marketing,
    electronic services or e-service journal, and dissimilar books. This research revealed that highly
    educated persons who are businessmen, workers and belong to higher income groups and
    younger are major users of internet banking. Further, the researcher recommends that banks
    must increase the training of their employees to handle customer issues effectively so that they
    bring confidence in the minds of customers about bank personnel and service package.

    8. DATA INTERPRETATION
    Table 1: Demographic Profile
    Variable Variable categories No. Percentage
    Male 36 60%
    Gender
    Female 24 40%
    Less than 25 yrs 18 30%
    25- 35 yrs 16 27%
    Age-wise
    36-50 yrs 18 30%
    Above 50 yrs 8 13%
    SSLC 2 3%
    HSLC 10 17%
    Qualification
    UG 24 40%
    PG 24 40%
    Less than 10,000 10 17%
    10,000-20,000 26 43%
    Income
    20,000-40,000 16 27%
    Above 40,000 8 13%

    The above table shows that about 60% of the responders are Male and 40% of the responders
    are female from total responders of 60. It indicates that male responders are moderately higher
    than the female. 30% of the responders are from the age group of underneath 25yrs, 27% of the
    responders are among the age group 25 and 35yrs, 30% of the responders are among the age
    group of 36-50 yrs. and 13% of the responders are the age group directly above 50 yrs. 3% of
    the responders are SSLC, 17% of them are HSLC, 40% of the responders are undergraduates
    and 40% of the responders are postgraduates. It indicates that 17% of the responders are earning
    up to 10,000, 43% of the responders are earning 10,000-20,000 monthly, 27% of the responders
    are earning 20,000-40,000 and 13% of the responders are earning above 40,000.

    http://www.iaeme.com/IJM/index.asp 250 editor@iaeme.com

  5. R. Vimaladevi, A. Meenakshi, Dr. S. Vennilaa Shree

    Table 2: Usage Level of a Digital Bank During The Past 6 Month
    Usage level of digital bank Frequency Percentage
    Never 4 6%
    Once a month 18 30%
    Two or three times per month 12 20%
    Once or twice a week 10 17%
    Three or more times per week 16 27%
    The above table shows that 6% of the total responders are not using digital bank last 6
    months, 30% of responders are using once in a month during the 6 months, about 20% of
    responders are using two or three times a month, 17% of responders are using biweekly and
    27% of responders are using three or more times per week. It indicates that most of them are
    using digital banking.

    Table 3: Channels Preferred Most by The Digital User
    Channels Frequency Percentage
    Online / internet banking 38 63%
    Phone banking 8 13%
    Smartphone applications 10 17%
    Customer service representation 4 7%
    The table shows that 63% of them are employing online or internet banking, 13% of them
    are employing mobile banking, 17% of them are employing Smartphone or tablet applications
    and 7% of the respondents are using customer service representation. It reveals that online
    banking is preferred most by the digital user followed by phone banking, smartphone
    applications and customer services representation.

    Table 4: Satisfaction Level of Digital Banking User
    Stron
    agr
    Factors gly Neutral Disagree SDA W.A Rank
    ee
    agree
    I believe that the
    digital bank interface
    30 12 18 0 0 16.8 2
    is customized to my
    need
    The interface makes
    me feel that I am a 20 10 20 8 2 14.53 8
    unique customer
    Interface responds
    correspondingly to the 34 8 12 4 2 16.53 3
    requests I enter
    Responds request
    24 18 16 2 0 16.26 5
    quickly
    A first-time user can
    perform a transaction 18 6 18 14 4 13.33 9
    easily
    Interface provides
    instructions in a user- 26 18 14 2 0 16.53 3
    friendly way
    Very convenient 28 16 16 0 0 16.8 2
    One-stop shop for
    28 10 16 6 0 16.00 6
    banking needs
    Attractive 32 8 16 2 2 16.4 4

    http://www.iaeme.com/IJM/index.asp 251 editor@iaeme.com

  6. Consequence of Perceiving Users of Digital Banking (With Reference to Private Banks in Chennai)

    Voice command that
    assist computer 16 8 22 10 4 13.46 8
    illiterate people
    Comfortable 32 16 12 0 0 17.33 1
    Transactions through a
    24 14 14 2 6 15.20 7
    digital kiosk is fun
    Table 4 shows the satisfaction level of digital banking user with following aspects,
    weighted average value (17.33) and (16.8) shows most of the responders are comfortable and
    convenient with the digital banking services, so, it is placed the first rank and second rank
    followed by user-friendly, attractive, respond quickly, digital bank user shows lesser response
    on the following aspects such as one-stop-shop for banking needs, Transactions through a
    digital kiosk is fun, so it positioned with six and seventh place followed by voice command that
    assists computer, illiterate people, The interface makes me feel that I am a unique customer and
    the first-time user can perform a transaction easily. So, it reveals that digital banking users had
    been satisfied highly through digital banking services.

    9. FINDINGS
     About 60% of responders are Male and 40% responders are female from total respondents of
    60
     40% of responders are undergraduates and 40% of responders are postgraduates. It indicates
    that the responders are mostly graduates.
     43% of the responders are earns 10,000-20,000 monthly, 27% of the responders are earns
    20,000-40,000 and 13% of the responders are earns above 40,000. It shows the most of them
    are earns directly above 10,000.
     From the total responders, only 6% of them have not used digital banking during the last 6
    months. So, it indicates that the usage level of digital banking is high among the customer.
     About 63% of the responders said the online /internet banking services are the most preferred
    channel among the various channels.
     Weight average value (17.33) and (16.8) indicate that the customers are feeling comfortable and
    convenient with the digital banking services among the various aspects. So, it is positioned with
    the first and second rank.

    10. CONCLUSION
    It concludes the customers are highly satisfied with digital banking services and usage levels of
    the customers are also high. Banking sectors have to concentrate to improve the level of
    satisfaction on the following aspects such as one-stop-shop for banking needs, transactions
    through a digital kiosk, voice command that assist computer illiterate people, interface that
    make unique customer and the first-time user can perform a transaction easily. Thus, it enables
    the banking industries to render better services and to retain a valuable customer.

    REFERENCES
    [1] Driga, Imola, Dorina Nita, and Codruţa Dura, “Aspects Regarding Internet Banking Servies
    in Romania”, Annals of the University of Petrosani, Economics, 9(3), 2009, p. 239-248

    [2] Elizabeth Ujarura Kamutuezu, “The Adoption of Digital Banking in Namibia”,
    Dissertation, Amity Centre for E-learning: Amity University, Noida, 2016

    [3] Sahadeb Sukla Das. A Study of Digital Banking Facilities: With Reference to Guwahati in
    Kamrup (Metro) District of Assam. Journal of Management, 5(1), 2018, pp. 6–13

    http://www.iaeme.com/IJM/index.asp 252 editor@iaeme.com

  7. R. Vimaladevi, A. Meenakshi, Dr. S. Vennilaa Shree

    [4] Grui Anton, “The Impact of Internet Banking on the use of Banking Services”, Dissertation,
    Kyiv School of Economics, Ukraine, 2014

    [5] Umbas Krisnanto, Digital banking Made Transaction More Trusted And Secured?,
    International Journal of Civil Engineering and Technology, 9(11), 2018, pp. 395–407.

    [6] Isaeva et al, “Development of the Ukrainian Market of Financial Services on the Basis of
    Electronic Technologies”, Business Inform, 7, 2012, p.124-126

    [7] Lauri Piirainen, “Digitalization of the Financial sector and Change management – Case
    company: Bank X’s Digitalization and Change management”, Dissertation, Oulu University
    of Applied Sciences, 2017

    http://www.iaeme.com/IJM/index.asp 253 editor@iaeme.com

Download tài liệu Consequence of perceiving users of digital banking (with reference to private banks in Chennai) File Word, PDF về máy