A

DISSERTATION REPORT

ON

“A COMPARATIVE STUDY ON E-BANKING READINESS

AMONG EMPLOYEES OF PUBLIC AND PRIVATE
SECTOR BANKS”

Submitted in partial fulfillment of the requirement for award of the degree of

Masters of Business Administration (MBA)

SUBMITTED TO- SUBMITTED BY-

Mrs. Rumiki Ashu Sharma

Amity Business School MBA (B&F) - IVSem
A50050218004

AMITY BUSINESS SCHOOL

2018-2020

I
 DECLARATION

I, Ashu Sharma, Roll No A50050218004, MBA (B&F) (4th semester) student of the Amity
Business School, Manesar, hereby declare that the project report entitled on, “A
Comparative Study on E-BANKING Readiness Among Employees of Public and
Private Sector Banks” is an original work and the same has not been submitted to any other
institute for the award of any other degree.

The interim report was presented to the supervisor on ………………. and the pre-submission
presentation was made on …………….The feasBANKINGle suggestions have been duly
incorporated in consultation with the faculty guide.

Presentation In-Charge Signature of the Candidate

(Faculty)

Countersigned

Director/Head of the institute

II
 ACKNOWLEDGEMENT

This report has been made possBANKINGle due to invaluable and support of a number of
people to whom I own my heartfelt gratitude and without whose help I may not have been
able to complete this report.

I would like to thank Prof (Dr) Madhukar, Dept Director, Amity Business School, Amity
University, for extending full help in my project. His consistent support and cooperation
showed the way towards the successful completion of the project.

I would like to acknowledge the support of my faculty guide, Mr Gaurav Singh Arora, Asst
Professor, Amity Business School for his constant guidance in this project and for providing
me the necessary information whenever required. Heartfelt thanks to other faculty members
of Amity Business School for their support and co-operation.

Finally I would like to give special thanks to my family and my friends who make it all
happen and make it worthwhile.

ASHU SHARMA

III
 EXECUTIVE SUMMARY

The successful completion of this dissertation was a unique experience for me I achieved a
better knowledge about handling this. The experience which I gained by doing this project was
essential at this turning point of my career this report is being submitted which content
detailed analysis of the Primary study under taken by me.

This study provides an opportunity to the students to devote his/her skills knowledge and
competencies required during the technical session.
The project report is on the topic ‘A Comparative Study on E-BANKING Readiness among
Employees of Public and Private Sector Banks’. This report compares the amount of gap
between adoptions of technology among the concerned sector. Its objectives are based on
research study which I have done through Questionnaire. Conclusion is made at last after
studying the report through primary source.

The financial services industry plays a key role in the development of any country, and is an
especially large and important sector in the CarBANKINGbean. Given the importance of the
financial services industry to overall economic activity in the CarBANKINGbean, it is
important to monitor and assess new developments in the industry. One of the major
developments in the financial services sector over the last five years has been the launch of
internet BANKING services.

Commercial and Private Banks across the region have invested hundreds of millions of dollars
in developing online structures and services for their customers. How have employees in
BANKING sector in India reacted to the presence of these services? Are they snapping up these
new services, why or why not? This study represents a pioneering attempt to begin to answer
these questions by conducting a survey of the attitudes and preferences towards Internet
BANKING. The study surveys over 100 employees out of which 60 from Private Banks (HDFC
& ICICI), and 40 from Public Banks (PNB & SBI) at Gurgaon.

The primary research tool for this study was a Questionnaire of 5 point Likert Scale and
conducted between February/ March 2016. The survey targeted 300 employees Gurgaon of four
banks (PVT&Public). The data on attitudes and preferences towards internet BANKING was

IV
obtained via structured questionnaires and convenience sampling. The study sought to
investigate the extent to which employees in the Gurgaon adopted and used to internet
BANKING services and are finding it suitable or not.

The study suggests that a high level of awareness of internet BANKING services among
employees and enthusiasm to learn and adopt new technologies is almost equal in both Private
and Public sector employees, the gap is not so feasBANKINGle, and it is almost
negligBANKINGle among the adoption of BANKING (Internet BANKING) at both.

Banks expanding their online payment services and building up public confidence in the
security and ease of online BANKING, so adoption rates and frequency of use are to increase
significantly.

V
 TABLE OF CONTENTS

Acknowledgement

Executive Summary

Chapter – I

1. Introduction……………………………………………………………… 1
2. Objectives and Limitations of the study………………………………….5
3. Scope of the Study………………………………………………………...6

4. Research Methodology…………………………………………………...7
5. Plan of the Study………………………………………………………….8

Chapter – II

1. Review of existing literature………………………………………………9

Chapter – III

1. Analysis and Interpretation………………………………………………..18

2. Findings……………………………………………………………………42

Chapter – IV

1. Conclusions ………………………………………………………………43

2. Recommendations…………………………………………………………44
3. Scope for further research…………………………………………………45
BANKING Bibliography/
References………………………………………………………………….46
Annexure…………………………………………………………………………………..50

VI
INTRODUCTION

The financial industry plays a key role in the production of information about potential
investment projects, monitoring of investments, trading, diversification and risk management,
mobilisation and pooling of savings and the exchange of goods and services. Each of these
functions can influence national savings and investment decisions, and as a result economic
growth. Economists generally agree that there is a relationship between financial and economic
development. There are, however, a number of explanations for this relationship. Maintains that
financial intermediaries are an essential element in fostering technological innovation and
economic development due to the role they play in mobilising savings, evaluating projects,
managing risk, monitoring managers and facilitating transactions. In contrast, as the economy
grows, more financial institutions and products emerge to satisfy untapped demand for these
financial products: financial development follows economic growth. There is a positive
association between financial development and growth in small states, with a bi-directional
causal relationship between the two variables.

Given the importance of the financial industry to overall economic activity in India, it is
important to monitor and assess potential new developments in the industry. One such
development is internet BANKING. Internet BANKING refers to a system that enables bank
customers to obtain general information about the bank’s products and services, access their
accounts, and perform a number of different BANKING transactions using the internet. Internet
BANKING has many advantages over the traditional “bricks and mortar” delivery-BANKING
channel for both the bank and its customers. For the commercial bank, some of these
advantages are the improved efficiency of operations, a reduction in operating costs and a
stronger competitive advantage. Customers, on the other hand, benefit from the increased ease
and efficiency of performing bank transactions and the choice of a faster, more convenient way
to conduct transactions from any location and at any time. Large efficiency gains from financial
innovation among Barbadian commercial banks. The study estimates that the introduction of
automatic teller machines would have increased efficiency among Barbadian banks by about 3.5
percent. Within recent years, many regional banks have made significant investments in their
online infrastructure, particularly in the late 1990s. Despite the tremendous investment made by
banks in this aspect of bank service delivery, customer use and perceptions in relation to
internet BANKING remain an under researched topic in the CarBANKINGbean. Basic

1
information in relation to the number of individuals that use internet BANKING and their
characteristics is still not readily available in the region. Understanding the characteristics of
customers that tend to use internet BANKING would allow financial institutions to target
desirable demographic sectors and thereby enhance their revenue.

In today’s increasingly dynamic technological and communications networked environment,

organizations are continually confronting challenges such as competition, development, general
instability, mergers and reengineering of work processes. These forces challenge organizations
to re-evaluate their strategies, structure, policies, operations, processes, and culture. In this
situation, organizational change (OC) is unavoidable. The financial institutions influence the
economic growth and development of the country both in terms of Quality and Quantity, there
by adopting various strategies for economic growth. BANKING sector plays a crucial and
decisive role in promoting environmentally sustainable and socially responsBANKINGle
investments as it increases the value and lowers loss ratio as higher quality loan portfolio results
in higher earnings. Thus, encouraging environmentally responsBANKINGle investments and
prudent lending should be one of the responsBANKINGilities of the BANKING sector. This
comes in many forms. Using online BANKING instead of branch BANKING. Paying bills
online instead of mailing them.

BANKING sector is considered as backbone of economy of any country. The USA and Japan
had achieved economic progress on account of robust growth in BANKING sector. The robust
growth in BANKING sector is attrBANKINGuted to adoption of Information and
Communication Technology by banks. Therefore, Information and Communication Technology
(ICT) has become a key element in economic development and a backbone of BANKING
sector. Information and Communication Technology offers opportunities for Cooperative banks
to leapfrog earlier stages of development. It is also important to note that the co-operative banks
need to adopt ICT practices, otherwise, they may fall further behind and the gap they have with
the commercial banks could get wider. Therefore, the need of the hour is that Co-operative
BANKING system in the country need to adopt ICT aggressively to benefit the urban as well as
rural India.

This research empirically investigates the relationships of employee commitment and social
relationship factors with employee readiness for organizational change in public sector as well
private sector banks.
2
Nowadays, the advantages of Internet BANKING are obvious. The customers can access their
personal and business account information while avoiding a trip to the bank. In addition, they
can check their balance whenever they need to, even if the bank is closed. Not only that, they
can pay the bills online as well, which saves both time and money on postage. Another
advantage of Internet BANKING is the ability to easily compare services offered by different
banks. The awareness and usefulness of internet BANKING among the user (SMEs operators)
in Malaysia is relatively important (Norudin Mansor and Rohaya Abd Manap, 2006) and thus
been accepted by the public.

The BANKING system in India has undergone radical changes during the 23 years since the
introduction of the Economic Reforms of 1992. The introduction of lBANKINGeralisation,
globalization and privatization in the country, had led to a decrease in the number of regulations
in the various industries. The BANKING industry still is one of the most highly regulated
industries in India. Along with the BANKING Regulation Act of 1969, the RBI regulations and
the government policies also have a huge impact on the BANKING industry. The rules in
BANKING can affect both the structure of the industry and the performance of the individual
firms. The RBI is the highest authority in the BANKING sector in India.

Internet BANKING has been one of the most successful of all the traditional commercial
ventures that have adopted the internet platform. The internet is taking over as a main access
channel to complement branch and call centres in the BANKING industries’ efforts to enhance
their services, improve integration with partners and interaction with their clients. The high
level of internet penetration in India and particularly in the Gurgaon has made it a very
attractive channel. This has created huge opportunities for the BANKING industry in terms of
being able to reach their clients and offer new services.

This paper attempts to study the awareness and adoption among the bank employees about the
internet BANKING. It also tries to find out whether BANKING being followed by the banks or
not. Furthermore, the impact of these innovations in BANKING, on the effectiveness of the
employees has been studied by trying to find out the employees’ perspective and adoption
BANKING (Internet BANKING).

3
The main objective of this study is to focus on the importance of understanding the employee's
perception about internet BANKING by investigating and measuring the impact of selected
factors such as perceived usefulness (PU), perceived ease of use (PEOU), security and privacy
(PC) and how they can influence the acceptance to conduct BANKING transactions via the
internet, based on the empirical data collected from individual employees of private and public
banks in India.

In the next section we will give some background information about the internet BANKING
sector and review the relevant literature in this area, the following section descrBANKINGes
the research methodology, which is then followed by the data analysis and the results from the
survey. The paper concludes with a discussion, outlining the implications of the findings and the
limitations of the study.

4
OBJECTIVES

1. To find out affinity of acceptance towards the usage of ICT.

2. To find out level of convenience among employees of Public and Private sector Banks.

3. To find out semantic gap in use of ICT among employees of Public and Private sector
Banks.

LIMITATIONS OF THE STUDY:

 No research is complete without admitting the limitations that was faced while conducting a

study which will contrBANKINGute to present learning. This study too like the others have
certain constrains which has been discussed below.
 
1. The study was restricted to Gurgaon city only

2. The study is mainly concentrated on HDFC, ICICI, PNB &SBI only.

 
3. The major limitation of this study is that the bank employees were reluctant to disclose
information. Even the information provided by them was to a certain extent, not at par
with the real scenario.

4. The sample of the size will be limited to time and resources

5. The information will be collected valid until there is no any technical change or any
innovation

6. The result is assuming that respondents have given accurate information.

5
SCOPE OF THE STUDY

The scope of the study is to understand the gap between views of private and public banks
employees. It is restricted to 100 bank employees. 60 employees have been selected from
PVT Banks and 40 from Public Banks, total 4 banks taken up for the study. The banks
included in the study consist of 2 public sector banks and 2 private sector banks. The study
was conducted in the Gurgaon district of Haryana, India.

India has an internet user base of about 354 million as of June of 2015. Despite being the
second largest user base in world, only behind China (650 million, 48% of population),
the penetration of e-commerce is low compared to markets like the United States (266 M,
84%), or France (54 M, 81%), but is growing at an unprecedented rate, adding around 6
million new entrants every month.

6
RESEARCH METHODOLOGY

Research has been defined in a number of different ways.

A broad definition of research is given by Creswell who states that - "Research is a process of
steps used to collect and analyze information to increase our understanding of a topic or
issue". It consists of three steps: Pose a question, collect data to answer the question, and
present an answer to the question.

Another definition of research is given by Martyn Shuttle worth - "In the broadest sense of
the word, the definition of research includes any gathering of data, information and facts for
the advancement of knowledge."

Research methodology is the process used to collect information and data for the purpose of
making business decisions.

RESEARCH DESIGN

The design of the study is conceptual within which research is conducted. It constitutes the
blue print for the collection, measurement and analysis of data.

NATURE OF RESEARCH: The study is descriptive in nature.

SAMPLE DESIGN

Population: Employees of Public & Private banks

Sampling Frame: Employees of SBI & PNB (Public)-40 and HDFC & ICICI (private) banks-60

Sample Size: 100

Sampling technique: Non-probability sampling, Convenience Sampling

Location: Gurgaon

DATA COLLECTION:

Primary data: Data is collected through closed ended questionnaire.

Secondary data: Data is collected through internet, books.

7
PLAN OF THE STUDY

A Comparative Study on E-BANKING Readiness Among Employees

Of Public and Private Sector Banks

Designing the questionnaire

Collection of primary data

Analysis and Interpretation of data

Findings

8
REVIEW OF LITERATURE

Mishra 2013 The study concludes that account holders were relatively more dissatisfied with the
service quality dimension, „assurance‟ with a high weighted gap score of 0.21, followed by
reliability, responsiveness, empathy and tangBANKINGles and weighted gap scores of 0.20,
0.21, 0.08 and 0.05, respectively. Such a study is useful in determining the weak areas of a
bank’s service where immediate steps are necessary. If such deficiencies are ignored, it may lead
to loss of reputation.

Shashikant 2012. The key areas of strength, as observed in case of Public Sector Banks are
AccessBANKINGle, Privacy and Demo at the Counter and the areas of significant improvement
possBANKINGle, applies to the following areas Transfer of Funds, Convenience, Timeliness,
Cost Effective Services and Network Coverage. On the other hand key areas of strength in
Private Sector Banks are: Bill Payment, Customer Correspondence, E Shopping, Technical
Efficient Services, Loan Application , Insurance , Accuracy and Goodwill The area where
improvements are required are with reference to Receiving Alerts, Mobile BANKING, Online
Trading and Advertisement. It is evident that most of the customers prefer e channel with time
and cost utility. They are not fully aware about the operational part of e channels. After realizing
the potential of e BANKING, banks will have to change in order to grab the opportunity and to
face the challenges posed by technology.

Nagu, 2012.It was found that primary benefit of E- CRM in the BANKING sector is the reduced
cost of operation, locks in target prices, and increases in customer loyalty. While secondary
importance is given to customer cognitive, competitive products and a high security system, low
priority is given to different contact options for customers to contact and minimize the
administrative work. While in overview of transactions, localizations of transactions real time
overview of liquidity position, organizational activity and one point of contact, one bank is
giving less importance to some factors, while the other is giving more importance. The finding
shows that definite benefits which are derived from a banks perspective by using E – CRM are:
Reduced cost of operation; increased customer loyalty, Staff training, Evaluation of Customer
Feedback.

9
Dannenberg and Kellner (1998), in their study, overviewed the opportunities for effective
utilization of the Internet with regard to the BANKING industry. The authors evaluated that
appropriate application of today’s cutting edge technology could ensure the success of banks in
the competitive market. They evaluated the services of banks via internet as websites provide
sophisticated line of products and services at low price. The authors analyzed that transactions
via internet reduce the risk of data loss to customers, chance to cut down expenses, higher
flexBANKINGility for bank employees, re-shaping the 43 banks’ image into an innovative and
technologically leading institutes, etc. The researchers found that banks could move one step
further by entering into a strategic alliance with internet service provider. So, the bank of
tomorrow stands to be feasBANKINGle with today’s technology.

Daniel (1999), in his research paper, descrBANKINGed e-BANKING as the newest delivery
channel offered by the retail banks in many developing countries. The objective of the study was
to analyze the current provision of electronic services of major retail BANKING organizations in
the UK. The researcher through a questionnaire found that 25% banks in the UK were those
already providing e-BANKING services, 50% banks were testing or developing such services
while 25% were not providing any e-BANKING services. Electronic channels, PC, digital TV
and all these provide greater accessBANKINGility and services at lower price. To make services
more adaptable, customers should be provided maximum choice and convenience. Restriction
and limitation within organization to operate the services and its market share or strength were
viewed as important to decide and operate the e-BANKING services.

Sathye (Sathye, 1999) was among the first to examine BANKING adoption. His research shows
that Security concerns, a lack of awareness about BANKING and unreasonable prices are the
most important reasons for non-adoption among Australian customers. How croft et al. (2002)
add to the list of factors encouraging BANKING adoption revealing the importance of lower
fees, recommendations by family/friends, 24-h access to services, time efficiency, good service
quality and coverage in the popular media. They also confirm the importance of security
concerns, and highlight difficulty of use, poor access to delivery channels, and lack of face-to-
face contact as factors that discourage adoption. Other factors highlighted included accuracy,

10
user friendliness, transaction speed, user experience, user involvement, and convenience (Liao
and Cheung, 2002); reliability of the bank,
And privacy (Akinci et al., 2004) also featured prominently among the research reviewed.

The factors influencing banking adoption appeared to be consistent across different cultures. For
example, Laforet and Li (2005), in a study on the attitudes of Chinese customers toward
BANKING, identify customers’ perceptions of risks, technological and computer skills.
Although they did observe that the traditional Chinese cash-carry banking culture as the main
barriers to customer banking adoption. Gerrard et al. (2006) used content analysis to analyze
open-ended questionnaire data to investigate non-adoption among Singaporean customers. Their
research identified eight factors preventing customers from adopting BANKING, including risk,
lack of perceived need, lack of knowledge about the service, inertia, in access BANKING, the
lack of a ‘‘human touch’’, pricing concerns, and technology fatigue.

Laukkanen et al. (2009) investigated the reluctance of Finnish customers to use BANKING. To
this end, they divide non-BANKING customers into four groups – non-resistors, functional
resistors, psychological resistors and dual resistors. Their findings indicate that customers
reporting both functional and psychological resistance to BANKING are more dissatisfied with
the information and guidance offered by service providers than are those with only psychological
resistance or no resistance to BANKING.
However, the research by Rotchanakitumnuai and Speece (2003) shows that the benefits and
drawbacks of BANKING adoption among corporate customers were dissimilar to those of
consumers. In particular, they found that corporate drivers included information quality, access
to information, information sharing, and benefits from lower transaction costs. The major
drawbacks included trust, legal support, and organizational barriers to adopting BANKING. That
said, this was the only study in our sample to consider BANKING adoption from the perspective
of businesses.
More research is needed in this area.

11
Many researchers have attempted to use, develop, and adapt theories to study the adoption of
new technologies such as Internet BANKING. The most influential of these are
descrBANKINGed below.
 Diffusion of innovation theory (IDT) (Rogers, 1983).
 Technology acceptance model (TAM) (Davis, 1989).
 Decomposed theory of planned behavior (DTPB) (Taylor and Todd, 1995).
 Extended technology acceptance model (TAM2) (Venkatesh and Davis, 2000).
 Unified theory of user acceptance of technology (UTAUT) (Venkatesh et al., 2003).

Diffusion of innovation theory views BANKING adoption as a social construct that moves
through some population over time. Individuals are seen as possessing different degrees of
willingness to adopt an innovation such as BANKING, with the popularity of innovation
normally BANKING over time. Breaking this normal BANKING into segments leads to the
identification of five adopter categories from early adopters to laggards. The rate of BANKING
adoption is theorized to be impacted by a range of factors such as the relative advantage of a
given technology over its predecessor, the compatibility banking of the innovation with existing
systems and technologies, the barriers to trialing a new technology, and the complexity of the a
innovation.

IDT was one of the earliest theories used to examine BANKING adoption. Liao et al. (1999)
drew on IDT (and TPB) to examine BANKING adoption in Hong Kong in the late 1990s. The
findings of their research reveal that attitude towards the technology and per- ceived behavioral
control were most significant predictors of future use intentions. The combination of IDT with
other theoretical perspectives (most notably TPB) was viewed as a popular way to operationalize
IDT (Zolait and Ainin, 2008; Zolait and Mattila, 2009; Al-Majali and Mat, 2011).

The technology acceptance model is an adaptation of TRA for the field of IS. TAM posits that
perceived usefulness and perceived ease of use determine an individual’s intention to use a
system with intention to use serving as a mediator of actual system use. Perceived usefulness is
also seen as being directly impacted by perceived ease of use. In the case of BANKING
adoption, TAM has provided a useful and popular lens, accounting for almost 40% of all papers

12
in this category. The decomposed theory of planned behavior differs from TAM in that it models
perceived usefulness and ease of use as mediating behavioral intentions, where compatility
BANKING with other BANKING channels and technologies serves as an antecedent for both
perceived usefulness and ease of use.

TAM was first used to examine BANKING adoption by Bhattacherjee (2001). His research
examined a post-acceptance application of TAM to understand the role of expectations in
BANKING adoption and continued use among US BANKING customers. Other notable
applications of TAM in the study of BANKING adoption are provided by Suh and Han (2002,
2003)) who were the first to consider cross-national effects in their study of South Korean
BANKING customers, and Vatanasombut et al. (2008) who integrate TAM and CTT to
understand continuance intentions.

Attempts to extend TAM (e.g., TAM2) have generally taken one of three approaches: by
introducing factors from related models, by introducing additional or alternative belief factors,
and by examining antecedents and moderators of perceived usefulness and perceived ease of use.
In this way, DTPB could be considered a relative of extended TAM group of papers. One
interesting criticism of TAM (and its related frameworks) is the assumption that potential
consumers are free to act and choose without limitation. In practice, there may be constraints that
may limit the freedom to act. For example, in the specific case of BANKING adoption, the
rationalization of traditional BANKING channels has forced many consumers to adopt
BANKING over the past decade.

Good examples of TAM2 and DTPB are provided by Hernandez and Mazzon (2007) and Chirani
et al. (2011). The first example (Hernandez and Mazzon, 2007) presents a study of BANKING
customers in Brazil to show that while attitudes drive adoption intentions, and individual
characteristics explained the translation of this intent into action. Likewise, Chirani’s study of
Iranian consumers in Guilan province reinforce the importance of compatility BANKING of the
BANKING system, and characteristics of users.

13
The unified theory of user acceptance of technology aims to explain intentions to use BANKING
and subsequent usage behavior.

The theory holds that four key constructs (performance expectancy, effort expectancy, social
influence, and facilitating conditions) are direct determinants of usage intention and behavior.
Gender, age, experience, and voluntariness of use are posited to moderate the impact of the four
key constructs on usage intention and behavior. The theory was developed through a review and
consolidation of the main models and theories regarding IS adoption, including the social
psychology theories presented above.

In recent years, UTUAT has come to dominate the literature. One of the best examples of the
application of this theory to BANKING adoption has been provided by Yuen et al. (2010) who
used it to examine BANKING adoption across a sample of US, Australian, and Malaysian
BANKING customers. There research found that attitude toward BANKING was the most
important factor followed by performance expectancy. Due to cultural differences between the
developed and developing countries (avoidance, individualism, and power distance), perceived
credBANKINGility of BANKING was found to be relevant only in the developed countries.

Comparative study:
This group of studies, which has been a focus in the literature in recent years, investigates
BANKING adoption by concentrating on comparisons among key variables. These key variables
can be represented by three groups of studies: population, distrBANKINGution channel, and
methods. The motivation for comparative studies that target specific populations stems from a
recognition that the process of adoption is likely to differ based on demographic, economic,
cultural, social, political, technological, and developmental variables and on expansions in
services and different levels of customer BANKING adoption (e.g., Lichtenstein and
Williamson, 2006; Zhao et al., 2008; Al-Somali et al., 2009; Prompattanapakdee, 2009). The
most noteworthy comparative population study is Sayar and Wolfe (2007). In the first part of
their study, they investigate BANKING from a customer perspective and compare BANKING
adoption studies in the UK and Turkey. In the second part, they compare the two countries with
respect to BANKING services, focusing on three aspects: usability, reliability, and functionality.

14
According to the authors, the most important factors related to customer BANKING adoption in
these two countries are reliability and usability. They also argue that Turkish banks provide
extensive services, while UK banks enjoy superior technological infrastructure for BANKING.
They emphasize that cultural differences between the two countries and the technological
preferences of Turkish banks are important variables for predicting differences in BANKING
adoption and identify security concerns as the important difference between banks in the two
countries.

Another comparative population study was undertaken by Mirza et al. (2009), who compares
BANKING adoption by customers of governmental and private banks with respect to political
and economic variables. Using nine variables, they investigate and compare BANKING adoption
among customers of one private and one governmental bank in Iran. Their findings show that the
private bank was more successful in encouraging its customers to use BANKING. They argue
that because the majority of the Iranian banks are under government control, privatization could
improve their performance. I’m et al. (2011) examine the relationships between the concepts of
the UTAUT model to determine how culture affects them. The comparison of Korea and the U.S.
in this study reveals that the effects of effort expectancy on behavioral intentions and the effects
of behavioral intentions on use behavior were greater in the U.S. sample.

Another important type of comparison study is those that focus on the use of different
distrBANKINGution channels by customers. For example, how croft et al. (2002) compare
different financial service distrBANKINGution channels such as bank offices, home visits,
telephone, Internet, and the mail. According to their findings, customers will continue to treat
bank offices as the most important distrBANKINGution channel in the near future, but telephone
and the Internet BANKING will ultimately replace them. Their qualitative study investigates the
motives for and barriers to using BANKING and telephone BANKING. Examining six motives
and five barriers, the authors conclude that in both BANKING and telephone BANKING, lower
fees and improved levels of service are the most important motivating factors for use of these
channels over traditional branch BANKING. Surprisingly, their research found that
recommendations from family, friends, newspapers, and so on were the least important
motivating factors for these using alternative delivery channels. They also find that access to

15
equipment and complexity of the services are more important barriers for BANKING use than
for telephone BANKING. In contrast, the lack of face-to-face interaction in BANKING and
telephone bank-
ing is one of the least important barriers. This suggests that as long as the service expectation can
be fulfilled, the channel of delivery is unimportant.

Dimitriadis and Kyrezis (2011) study of BANKING and telephone BANKING with a TAM
model indicates that the effect of trusting intention on transaction intention is stronger for
telephone BANKING than it is for BANKING and that the influence of the level of information
on transaction intention is much stronger for BANKING than it is for telephone BANKING.
They also argue that individuals are less familiar with using the phone for commercial
transactions than they are with the Internet.

In another study, Laukkanen (2007) explains and compares customer value perceptions of
BANKING and mobile BANKING. He finds that value perceptions are different for Internet and
mobile channels and that efficiency, convenience, and safety are the key factors in determining
customer value perceptions for the two delivery channels. He notes that while the main
advantage of mobile BANKING is that it can be used anywhere and without a PC, its main
drawback compared to BANKING is the difficulty of entering data.

The third group of comparative studies is made up of studies focused on methodological

differences. They tend to use models and theories as a key distinguishing feature. As mentioned
above, there are five basic theories and five derived models and theories that are typically used to
explain BANKING adoption. One of the goals of this strand of research is to answer the
following questions: ‘‘which of these models and theories has greater predictive value, and
which is more valid?’’ It should be noted that this group of comparative studies is directly related
to the other groups of studies that seek to descrBANKINGe and explain. For example, Shih and
Fang (Shih and Fang, 2004) investigate two versions of TPB (pure and decomposed) and
compare them to TRA to descrBANKINGe the effects of personal beliefs, attitudes, subjective
norms, and perceived behavioral control on customers’ intentions to adopt BANKING. The
results validate the models underpinning TPB and TRA, but indicate that the DTPB model has

16
more explanatory power for behavioral intentions, attitudes, and subjective norms than the other
two models.

RouBANKINGah et al. (2009) compare the explanatory power of three well-known models of
technology adoption (TAM, TPB, and TRA) in the context of BANKING, and their results show
that the TPB model has the most exploratory power, followed by TRA and TAM. Additionally,
after investigating the effects of variables in these models, the authors conclude that attitudes
have the greatest effect on customer’s intentions to use BANKING. In particular, perceived
usefulness was the most important, followed by subjective norms, and perceived ease of use.
However, this result is far from conclusive. Yousafzai et al. (2010) mixed theoretical and
empirical study compares the three models (TRA, TPB, and TAM) for their ability to predict
customer BANKING behavior.

Their results indicate that TAM is superior to the other models, and highlights the importance of
trust in understanding BANKING behavior. Likewise, Gerrard et al. (2006) had a contrary result,
concluding from a descriptive comparison of the TRA, TAM, and IDT models, that none of these
models had a particularly good fit. In sum, it would appear that many of the important
differences between the discussed comparative studies on BANKING adoption can be
represented as comparative descriptive studies (population, channel) and comparative relational
studies (methods). However, it is important to note that while comparison studies share
similarities to descriptive and relational studies, in that they seek to descrBANKINGe and
explain, they are also very different as they introduce other variables as the basis for
understanding how these groups vary. More research using a broader set of theories and
moderating variables would be beneficial, particularly in contrasting the requirements of the
developing and developed world.

17
ANALYSIS AND INTERPRETATION

The aim of this research was to compare the adoption of BANKING (Internet BANKING) by
Private & Public Bank employees, and a gap analysis for the same. The results are highlighted in
two broad categories Part A and Part B; the first part deals with the descriptive data/output, while
the second part deals with the individual question analysis keeping in mind comparative analysis
of Public & Private bank.

Part A: Descriptive Analysis

In this section of result/ analysis, data were coded and arranged in excel then calculations made
on same with formulas in excel for mean/ average, Median, Standard Deviation and Coefficient
of Variance.
In table 2 mean of differences is calculated.

Table 1: Descriptive of data collected through questionnaire

    Private Bank (HDFC & ICICI) Public Bank (SBI & PNB)

St St
Questions Mean Median CoV Mean Median CoV
S Dev Dev
No
Technology gives people more control over their daily
4.32 4 0.47 10.87 4.33 4 0.69 16.04
1 lives.

Products and services that use the newest technologies

4.38 4 0.49 11.19 4.10 4 0.30 7.41
2 are much more convenient to use.

You prefer to use the most advanced technology

4.33 4 0.48 10.97 4.18 4 0.38 9.22
3 available.

Technology makes you more efficient in your occupation 4.38 4 0.49 11.19 4.43 4 0.50 11.31
4
5 Technology gives you more freedom of mobility 4.32 4 0.47 10.87 4.43 4 0.50 11.31
You feel confident that machines will follow through
4.32 4 0.47 10.87 4.43 4 0.50 11.31
6 with what you instructed them to do.

You keep up with latest technological advancements in

4.68 5 0.47 10.02 4.98 5 0.16 3.18
7 your areas of interest.

You do not consider it safe giving out a credit card

3.30 3 0.46 14.00 3.38 3 0.49 14.53
8 number over a computer

You worry that information you send over the internet

4.60 5 0.49 10.74 3.63 4 0.49 13.53
9 will seen by other people

You do not feel confident doing business with a place

4.37 4 0.49 11.13 3.80 4 0.41 10.66
10 that can be reached online

18
 Whenever something get automated, you need to check
4.02 4 0.13 3.21 3.98 4 0.16 3.98
carefully that computer is not making any mistakes
11
The human touch is very important when doing business
4.30 4 0.46 10.75 4.55 5 0.50 11.07
12 with company

When you call a business , you prefer to talk a person

4.37 4 0.49 11.13 4.20 4 0.41 9.65
13 rather than a machine

Training of bank employees is required on the use of

4.32 4 0.47 10.87 4.58 5 0.50 10.94
14 electronic BANKING

Inadequate technological skills within the organization

4.02 4 0.13 3.21 4.45 4 0.50 11.32
hinders the use of technology among employees
15

Using technology increases my productivity on the job 4.03 4 0.18 4.49 3.95 4 0.90 22.90
16
Using latest technologies enhances your effectiveness on
4.07 4 0.25 6.19 4.20 4 0.41 9.65
17 the job

Technology provide you with information that would lead

4.67 5 0.48 10.19 3.98 4 0.16 3.98
18 to better decisions

Technology enables you to accomplish your tasks more

4.30 4 0.46 10.75 4.15 4 0.36 8.71
19 quickly

E-BANKING provides competitive advantage with

4.38 4 0.49 11.19 4.18 4 0.38 9.22
20 boundary less network to banks

PVT Banks Public Banks

Mean 4.27 4.19
Standard Deviation 0.30 0.36
Variance 0.09 0.13
Coefficient of Variance 6.95 8.55

INTERPRETATIONS:
The above table gives us idea about views of employees at private and public banks in
Gurgaon. In above table we can say that mean for both are almost same, it gives idea that
their views are same and both are ready to adopt new technologies and are getting benefits
out of it. Standard deviation is also low, states very less difference in views. Tool for
comparison of deviation “Coefficient of Variance” is a little high for public banks as
compare to Private Banks, so we may say data of Private Bank employees have low variation
compare to Public Bank employees.

19
Table 2: Difference in Means of views of employees at PVT & Public Banks

PVT Pub
Difference
  Banks Banks
in means
  Mean Mean
1 Technology gives people more control over their daily lives. 4.32 4.33 -0.01
Products and services that use the newest technologies are much
more convenient to use.
4.38 4.10
2 0.28
3 You prefer to use the most advanced technology available. 4.33 4.18 0.16
4 Technology makes you more efficient in your occupation 4.38 4.43 -0.04
5 Technology gives you more freedom of mobility 4.32 4.43 -0.11
You feel confident that machines will follow through with what
you instructed them to do.
4.32 4.43
6 -0.11
You keep up with latest technological advancements in your areas
of interest.
4.68 4.98
7 -0.29
You do not consider it safe giving out a credit card number over a
computer
3.30 3.38
8 -0.08
You worry that information you send over the internet will seen
by other people
4.60 3.63
9 0.98
You do not feel confident doing business with a place that can be
reached online
4.37 3.80
10 0.57
Whenever something get automated, you need to check carefully
that computer is not making any mistakes
4.02 3.98
11 0.04
The human touch is very important when doing business with
company
4.30 4.55
12 -0.25
When you call a business , you prefer to talk a person rather than
a machine
4.37 4.20
13 0.17
Training of bank employees is required on the use of electronic
BANKING
4.32 4.58
14 -0.26
Inadequate technological skills within the organization hinders
the use of technology among employees
4.02 4.45
15 -0.43
16 Using technology increases my productivity on the job 4.03 3.95 0.08
17 Using latest technologies enhances your effectiveness on the job 4.07 4.20 -0.13
Technology provide you with information that would lead to
better decisions
4.67 3.98
18 0.69
19 Technology enables you to accomplish your tasks more quickly 4.30 4.15 0.15
E-BANKING provides competitive advantage with boundary less
network to banks
4.38 4.18
20 0.21

20
Correlation between Mean’s: +0.45459

INTERPRETATIONS:
The above co-relation between the means of Public Sector Banks (HDFC&ICICI) and
Private Sector Banks ( SBI&PNB) turns out to be +0.45 which means that the employees
from both the sectors either agree or strongly agree to the use of ICT at their workplace. A
positive co-relation shows that they appreciate and find the technology helpful in their day to
day working.

This comparative study reveals that there is no gap between private or public banks
employees in BANKING (internet BANKING) adoption. They are not only using it
completely but motivating others to use it and ready for new innovations to learn and adopt.
They find it helpful in their efficiency, performance and quality.

21
Part B:

Statement 1. Technology gives people more control over their daily lives.
  PVT Bank Public Bank
Neutral 0 12.50%
Agree 68.33% 42.50%
Strongly Agree 31.67% 45.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 68.33% of respondents agree and 31.67% of
respondents strongly agree that technology gives them more control over their daily lives,
whereas in Public Sector banks small fraction(12.50%) are neutral, 42.50% agree and 45%
strongly to the influence of technology on their lives.

22
 Statement 2. Products and services that use the newest technologies are much more
convenient to use.
PVT Bank Public Bank
Neutral 0 0.00%
Agree 61.67% 90.00%
St Agree 38.33% 10.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 61.67% of respondents agree and 38.33%
of respondents strongly agree that Products and services that use the newest technologies are
much more convenient to use. Whereas respondents in Public Sector banks 90% agree and
10% strongly agree with the above statement.

23
Statement 3. You prefer to use the most advanced technology available.
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 66.67% 82.50%
St Agree 33.33% 17.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 66.67% of respondents agree and 33.33% of
respondents strongly agree that they prefer to use the most advanced technology available
whereas respondents in Public Sector banks 82.50% agree and 17.50% strongly agree with the
above statement.

24
Statement 4. Technology makes you more efficient in your occupation
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 61.67% 57.50%
St Agree 38.33% 42.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 61.67% of respondents agree and 38.33% of
respondents strongly agree that Technology makes you more efficient in your occupation
whereas respondents in Public Sector banks 57.50% agree and 42.50% strongly agree with the
above statement

25
Statement 5 Technology gives you more freedom of mobility

  PVT Bank Public Bank

Neutral 0 0.00%
Agree 68.33% 57.50%
St Agree 31.67% 42.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 68.33% of respondents agree and 31.67% of
respondents strongly agree that Technology gives you more freedom of mobility whereas
respondents in Public Sector banks 57.50% agree and 42.50% strongly agree with the above
statement

26
 Statement 6. You feel confident that machines will follow through with what you instructed
them to do.
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 68.33% 57.50%
St Agree 31.67% 42.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 68.33% of respondents agree that they feel
confident that machines will follow through with what you instructed them to and 31.67% of
respondents strongly agree that whereas respondents in Public Sector banks 57.50% agree and
42.50% strongly agree with the above statement.

27
 Statement 7. You keep up with latest technological advancements in your areas of interest.
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 31.67% 2.50%
St Agree 68.33% 97.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 68.33% of respondents agree that they keep
up with latest technological advancements in your areas of interest and 31.67% of respondents
strongly agree that whereas respondents in Public Sector banks 97.50% agree and 2.50%
strongly agree with the above statement

28
 Statement 8. You do not consider it safe giving out a credit card number over a computer
  PVT Bank Public Bank
Neutral 70% 62.50%
Agree 30.00% 37.50%
St Agree 0.00% 0.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 70% of respondents are neutral that do not
consider it safe giving out a credit card number over a computer and 30% of respondents
strongly agree that whereas respondents in Public Sector banks 62.5% are neutral and 37.50%
strongly agree with the above statement.

29
 Statement 9. You worry that information you send over the internet will seen by other
people
  PVT Bank Public Bank
Neutral 0 37.50%
Agree 40.00% 62.50%
St Agree 60.00% 0.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 60% of respondents strongly agree that worry
that information they send over the internet will be seen by other people and 40% of respondents
strongly agree that whereas respondents in Public Sector banks 62.50% agree and 37.50% are
neutral with the above statement.

30
 Statement 10. You do not feel confident doing business with a place that can be reached
online
  PVT Bank Public Bank
Neutral 0 20.00%
Agree 63.33% 80.00%
St Agree 36.67% 0.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 63.33% of respondents agree that they feel
confident doing business with a place that can be reached online and 36.67% of respondents
strongly agree that whereas respondents in Public Sector banks 80% agree and 20% are neutral
with the above statement.

31
 Statement 11. Whenever something get automated, you need to check carefully that
computer is not making any mistakes
  PVT Bank Public Bank
Neutral 0 2.50%
Agree 98.33% 97.50%
St Agree 1.67% 0.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 98.33% of respondents agree that Whenever
something get automated, they need to check carefully that computer is not making any mistakes
and 1.69% of respondents strongly agree that whereas respondents in Public Sector banks
97.50% agree and 2.50%are neutral with the above statement.

32
 Statement 12. The human touch is very important when doing business with company
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 70.00% 45.00%
St Agree 30.00% 55.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 70% of respondents agree and 30% strongly
agree that human touch is very important when doing business with company and 55% of
respondents strongly agree that whereas respondents in Public Sector banks 45% agree with the
above statement.

33
 Statement 13. When you call a business , you prefer to talk a person rather than a machine
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 63.33% 97.50%
St Agree 36.67% 2.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 63.33% of respondents agree and 36.67%
strongly agree that while calling a business, talking to the person is being preferred than the
machine and 2.50% of respondents strongly agree that whereas respondents in Public Sector
banks 97.5% agree with the above statement.

34
 Statement 14. Training of bank employees is required on the use of electronic BANKING
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 68.33% 42.50%
St Agree 31.67% 57.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 68.33% of respondents agree and 31.67%
strongly agree that training of bank employees is required on the use of electronic BANKING
whereas respondents in Public Sector banks 42.5% agree and 57.50% of respondents strongly
agree with the above statement.

35
 Statement 15. Inadequate technological skills within the organization hinders the use of
technology among employees
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 98.33% 55.00%
St Agree 1.67% 45.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 98.33% of respondents agree and 1.67%
strongly agree that inadequate technological skills within the organization hinders the use of
technology among employees whereas respondents in Public Sector banks 55% agree and 45%
of respondents strongly agree that with the above statement.

36
Statement 16. Using technology increases my productivity on the job
  PVT Bank Public Bank
Neutral 0 42.50%
Agree 96.67% 20.00%
St Agree 3.33% 37.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 96.67% of respondents agree and 3.33%
strongly agree that Using technology increases productivity on the job whereas respondents in
Public Sector banks 20% agree, 37.5% of respondents strongly agree and 20% neutral that
believe with the above statement.

37
 Statement 17. Using latest technologies enhances your effectiveness on the job
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 93.33% 80.00%
St Agree 6.67% 20.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 93.33% of respondents agree and 6.67%
strongly agree that using technology enhances your effectiveness on the job whereas respondents
in Public Sector banks 80% agree, 20% of respondents strongly agree with the above statement.

38
 Statement 18. Technology provide you with information that would lead to better decisions
  PVT Bank Public Bank
Neutral 0 2.50%
Agree 33.33% 97.50%
St Agree 66.67% 0.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 33.33% of respondents agree and 66.67%
strongly agree that using technology enhances your effectiveness on the job whereas respondents
in Public Sector banks 97.5% agree, 2.50% of respondents are neutral with the above statement.

39
 Statement 19. Technology enables you to accomplish your tasks more quickly
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 70.00% 85.00%
St Agree 30.00% 15.00%

INTERPRETATION:
The above graph shows that in Private Sector bank 70% of respondents agree and 30% strongly
agree that technology enables one to accomplish the tasks more quickly whereas respondents in
Public Sector banks 85% agree, 15% of respondents strongly agree with the above statement.

40
 Statement 20. E-BANKING provides competitive advantage with boundary less network to
banks
  PVT Bank Public Bank
Neutral 0 0.00%
Agree 61.67% 82.50%
St Agree 38.33% 17.50%

INTERPRETATION:
The above graph shows that in Private Sector bank 61.67% of respondents agree and 38.33%
strongly agree that E-BANKING provides competitive advantage with boundary less network to
banks whereas respondents in Public Sector banks 82.5% agree, 17.5% of respondents strongly
agree with the above statement.

41
FINDINGS

 Technology has influenced people and their daily work lives in such a way that control
and mistakes are in the hands of people itself.
 Employees find that the newest technology brings in more convenience and time taken to
get work done is less.
 Efficiency is directly proportional to technology and understanding the use of technology.
 Employees feel confident working on machines as it saves time and reduces the errors
occurred due to human indulgence.
 Though employees agree with the technological advancement but still a skeptical view is
sustained while giving out information related to one’s own credit card.
 Information technology advancement is appreciated till the end where there is still more
of human contact.
 BANKING and the ways of BANKING has evolved to become more fast, simple, correct
and efficient.
 Employees also feel that use of technology leads to swift and better decision making as
records are available readily in a database.

42
CONCLUSION

With the increase in the number of crimes or frauds in case of internet BANKING, the RBI has
put forward a number of regulations to be followed by the banks providing internet BANKING
services, in order to curb the fraudulent activities. But these regulations remain in theory. In case
of majority of the banks, practical application of these regulations is not found.

The main objective behind this study was to find out about the bank employees’ perspective on
the internet BANKING usage and what and how much they are dependent in this technological
era. The new and uprising technology has evidently reduced the work load, time taken to
complete a task and minimizing errors while providing a better decision making capability,
increased efficiency affecting the overall productivity. It is not just the new technology that
decides an organizations future; it is also the ease of usage by employees to address various work
place issues.

This comparative study reveals that there is no gap between private or public banks employees in
BANKING (internet BANKING) adoption. They are not only using it completely but motivating
others to use it and ready for new innovations to learn and adopt. They find it helpful in their
efficiency, performance and quality.

Finally it is the ease and the latest technology that decides the growth of the BANKING sector
private or public bank as more and more importance is given to effective productivity and
customer satisfaction.

43
RECOMMADATIONS

1. Employees should not loose human touch with the uprising era of technology.

2. Employees may make mistakes and ignore them due to High dependency on technology.

3. More secured process should be introduced and brought to effect so that clients feel
confident while sharing their personal details online.

4. With the increase in the level of the cyber crimes, it is the responsibility banking of the
banks to follow any regulation that may help to put a stop to these crimes.

44
SCOPE FOR FURTHER RESEARCH

The main objective with which the study was undertaken has remained unfulfilled because of the
ignorance on the part of the bank employees about the internet BANKING regulations. There is a
scope for future researchers to take up a study with the same objective, in case the bank
employees become more familiar with the internet BANKING regulations and when these
regulations are, in the true sense, followed. Moreover, a study at a larger scale can also be taken
up.

45
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 ANNEXURE

Questionnaire for a research study for Dissertation

Dear respondent
The enclosed questionnaire aims at seeking information for the purpose of research work on the
topic.
“Use of ICT Among employees”
I request you to kindly go through the Questionnaire and fill it to the best of your knowledge.
The information supplied by you is strictly confidential and will be used only for
academic/research purpose.

Thanks &Regards
Ashu Sharma

Name: ………………..

Age: . ………………

Gender: ……………….

Education: ………………..

Bank name: ………………..

Designation: …………………..

Type of Branch Local branch Main Branch

Location of branch Rural Urban

Sr.no Statement Strongly Somewhat Neutral Somewhat Strongly

disagree disagree agree Agree
1. Technology gives people more control over
their daily lives.

2. Products and services that use the newest

technologies are much more convenient to
use.

3. You prefer to use the most advanced

technology available.

4. Technology makes you more efficient in your

occupation

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5. Technology gives you more freedom of
mobility

6. You feel confident that machines will follow

through with what you instructed them to do.

7. You keep up with latest technological

advancements in your areas of interest.

8. You do not consider it safe giving out a credit

card number over a computer

9. You worry that information you send over the

internet will seen by other people

10. You do not feel confident doing business with

a place that can be reached online

11. Whenever something get automated, you need

to check carefully that computer is not making
any mistakes

12. The human touch is very important when

doing business with company

13. When you call a business , you prefer to talk a

person rather than a machine

14. Training of bank employees is required on the

use of electronic BANKING

15. Inadequate technological skills within the

organization hinders the use of technology
among employees

16. Using technology increases my productivity

on the job

17. Using latest technologies enhances your

effectiveness on the job

18. Technology provide you with information that

would lead to better decisions

19. Technology enables you to accomplish your

tasks more quickly

20. E-BANKING provides competitive advantage

with boundary less network to banks

Thank You for Your Cooperation

51