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I hereby declare that details in this project report about every topic are correct
and I have personally collected detail by doing survey through questionnaire. I
worked committedly during this project and I have put in my best effort in this
project. No one is allowed to copy information from this project without prior
permission from me or without the permission of our institute. c

Date: 8/1/2011

Place: Tolani Institute of Management studies, Adipur

Sign: Kavita Aiyer

 c  0-! c
I am very much thankful to Mr. A.J.Bhambhani Director, Tolani Institute of
Management Studies, Adipur to give this opportunity to work in practical
aspects of business.

At this juncture I am also thankful to Mr. Bhavesh Vanparia Professor, Tolani

Institute of Management Studies to provide me proper guideline throughout the
semester regarding this project.

I am thankful to each and every person who has contributed his/her surplus
for the completion of this project. Working on this wonderful project was a
unique experience. Knowledge, experience and confidence gained by this
project will be useful for the rest of my career.

I express my gratitude to all of them.

Kavita Aiyer

c
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Vactors affecting service quality of online banking.

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To determine the factors contributing to service quality of online banking.

'2&c&""3"5c
I approached working men and women who have atleast once used services of
online banking. I also distributed questionnaire to working class people and
filled the questionnaire from them. I took 30 samples of customer for my
survey.

  
c .! 
1.c p Np
SIVE RESEARp: The research I am going to conduct will be of
conclusive nature. As it will help me to know the most convenient
location from all aspects.
2.c DESpRIPTIVE RESEARp: ere, in this project I am going to collect
primary data. Then I will be analyzing it. So, In overall it has descriptive
nature.
3.c pR SS_SEpTI NA
: A deep research will be made on above mention
topic for only one time.
4.c SAMP
E SRVEY: A sample survey is conducted to know people·s views
on service quality of online banking.

c
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Data analyzed on the basis of correlation ,regression ,frequencies, reliability
analysis.c

/c ccc /-c

c
They will be of descriptive nature. Results will be interpreted in descriptive
manner.

. . ! c c -+ . c

In private and public banks responsiveness and tangibility are

important whereas in case of co-operative banks accessibility is
important.

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1 INTR DpTI N 7
2
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3 RESEARp MET D
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4 DATA AND ANA
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p Np
SI NS AND REp MMENDATI NS 32
APPENDIX 33
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INTRODUCTION
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ABOUT BANKING INDUSTRY

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 APPENDIX
6'"))c

Dear Respondents,

We are doing this research training on Service Quality of nline Banking. pan you
spend five minutes to answer the following questions? This study is for academic
purpose only. No information shall be disclosed anywhere.

2").c

The following set of statements relate to "c#3)5'c"c"'c)7c8'. The

name of the bank·s website visited _________________________________. sing the scale
below, please indicate the extent to which you agree or disagree with the following
statements about website. Write the )c )2)5c "c 5)c "c
'5) 'c&c')'.

c ,c 9c :c c ;c <c

Strongly Disagree Somewhat Neither Somewhat Agree Strongly

agree/
Disagree Disagree agree Agree
Nor Disagree

$c )'c c

"$c
1 Vinding what I need is simple and easy. c
2 Moving to different areas of the site is easy. c
3 The site organizes information efficiently. c
4 sing the site is straightforward. c
5 This site is well prepared and organize. c
6 The site is honest concerning its online transaction service. c
7 It makes appropriate statements concerning the completion of c
transaction.
8 It secures information regarding my internet banking activities. c
9 My personal information is not shared with other site. c
10 My bank information is secured and protected by this site. c
11 Easy options for cancelling transactions are provide. c
12 It allows transactions to be conducted quickly. c
13 Pages load promptly. c
14 etting on the site is swift. c
15 This site is always accessible for business. c
16 This site initiates and operates immediately. c
17 This site never crashes. c
18 After entering my transaction information, the page neither c
locks nor freezes.
19 Specific transactions are completed promptly. c
20 The guarantee presented by the site is significant. c
21 Information is given on what to do if the transaction is not c
processes.
22 Problems are taken care of quickly. c
23 In the case of problems, the site offers live help with a person. c
c

c c
 2")c..c

Your Name __________________________________________________________

pontact telephone number _____________________________

$c Please indicate your primary bank ______________________________

9$c .)c "c )7c )'2")c "c c
,$c "c "c 2")'c "'3#c 'c )c )3c'2cc
*")c2'"c"c"c)7=c Male Employees
Yes Vemale Employees
No By male and female employees
N/A interchangeably
N/A
:$c
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)'2")'c8&c"c)7>c $c ))3c#3c)2"c
Several times a week Below Rs.10000
Several times a month Rs.10000- below 20000/-
Several times a year Rs20000- below 30000/-
c
N/A Rs30000- below 40000/-
c
Rs.40000 and Above
c

;$c !)c
<$c -3c"#c2")c
Male
ndergraduate
Vemale
raduate
Post-graduate
‰$c 5c27c
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˜ 25
?$c *'c"#c 22")c
26-35
Saving
36-45
purrent
46-55
thers
55 c

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Service
(More than one answers)
Self-employed
predit card transactions
Businessman
Deposit accounts transactions
Varmer
Money transfers
ousewife
Imports/Exports
Student
Investment portfolio transactions
ther
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ther
c
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Yes I do all my transactions
No electronically
N/A I would like to use e-banking
c services in more of my
:$c.#c@'Ac8&2&c)7)5c'2'c"c transactions but such services are
"c'> not always available
(More than one answers) I do not like to interact with
ATMs ´machinesµ but some times I have
Internet Banking to do so in my banking
Phone Banking transactions
ther I never use e-banking services
c

N/A

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