Research process. LITERATURE REVIEW The Internet, much like

Research is
the orderly examination into and investigation of materials and sources in
order to establish sources and reach new conclusions. Research contains
incentive work attempted on a methodical premise so as to increase the load of knowledge,
and the utilisation of this supply of information to device new applications.
It is utilised to establish or affirm truth and realize the after effects of
past work, take care of new or existing problems, support hypothesis, or grow
new theories.


A research
design is a method and procedure for acquiring information needed to solve the
problem and basic plan that helps in the data collection or analysis. It
specifies the type of information to be collected and sources of data
collection procedure. Research design is a conceptual structure within which
research is collected. The concept is a critical step in research process.

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The Internet, much like the
ATM that came before it, is fundamentally a new distribution channel through
which banks can deliver traditional banking products and services. Initially,
banks promoted their core capabilities, namely, products, channels and advice,
through the Internet. Then, they entered the Internet commerce market as
providers/distributors of their own products and services.


Malhotra and Balwinder Singh (2010): ” The impact of internet banking on bank
performance and risk”

paper describes the current state of Internet banking in India and discusses
its implications for the Indian banking industry. Particularly, it seeks to
examine the impact of Internet banking on banks’ performance and risk. Using
information drawn from the survey of 85 scheduled commercial bank’s websites,
during the period of June 2007, the results show that nearly 57 percent of the
Indian commercial banks are providing transactional Internet banking services.
This analysis indicates that Internet banks are larger banks and have better
operating efficiency ratios and profitability as compared to non-Internet
banks. Internet banks rely more on core deposits for funding than non-Internet
banks do. However, the multiple regression results reveal that the profitability
and offering of Internet banking does not have any significant association, on
the other hand, Internet banking has a significant and negative association
with risk profile of the banks.



Uppal RK
and Chawla R (2009): ” A study on customer’s adoption of E-banking services”

study is done with objective to know the Customer’s adoption of Specific E-Banking
Services in Gujarat. This study consists of 100 respondents having a bank
account. Analysis is done on the basis of mean. This study draws a conclusion
on the preference and adoption towards banking services.



Azouzi (2009): ” The adoption of electronic banking in Tunisia”

 This study aims to check if the current and
prompt technological revolution altering the whole world has crucial impacts on
the Tunisian banking sector. Particularly, this study seeks some clues on which
they can rely in order to understand the customers’ behaviour regarding the
adoption of electronic banking. To achieve this purpose, an empirical research
is carried out in Tunisia and it reveals that panoply of factors is affecting
the customer’s attitude towards e-banking.


B Dizon J
A (2009): “Market research on factors affecting customer adoption of internet
banking in Vadodara, Gujarat, western India.”

The aim of this research study is to investigate the factors influencing the
adoption of Internet banking services in Vadodara – a rapidly growing city in
Gujarat, Western India. The Paper provides a detailed understanding of how and
why specific factors affect the consumer decision, that is, whether or not to
bank on the Internet. Survey/Interview data from 300 respondents from Vadodara
was used to accomplish this objective. The empirical findings based on five
different independent variables (Banking Needs, Cost Saved, Risk and Privacy
Concerns, Feature Availability and Convenience) show that all these variables
influence Internet banking adoption among consumers. Finally, this research
study also suggests that banks will be better able to manage consumer experiences
with moving to Internet banking if they understand that such experiences
involve a process of adjustment and learning over time, and not merely the
adoption of a new technology.


Rakesh H
M & Ramya T J (2014) In their research paper titled “A Study on Factors
Influencing Consumer Adoption of Internet Banking in India” tried to
examine the factors that influence internet banking adoption. Using PLS, a
model is successfully proved and it is found that internet banking is
influenced by its perceived reliability, Perceived ease of use and Perceived
usefulness. In the marketing process of internet banking services marketing
expert should emphasize these benefits its adoption provides and awareness can
also be improved to attract consumers’ attention to internet banking services.



Raj Nippatlapalli (2013) In his research paper “A Study on Customer
Satisfaction of Commercial Banks: Case Study on State Bank of India”. This
paper present Customer satisfaction, a term frequently used in marketing, is a
measure of how products and services supplied by a company meet or surpass
customer expectation. Customer satisfaction is defined as “the number of
customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction
goals.”Banking in India originated in the last decades of the 18th
century. The first banks were The General Bank of India, which started in 1786,
and Bank of Hindustan, which started in 1790; both are now defunct. The oldest
bank in existence in India is the State Bank of India, which originated in the
Bank of Calcutta in June 1806, which almost immediately became the Bank of
Bengal. This was one of the three presidency banks, the other two being the
Bank of Bombay and the Bank of Madras, all three of which were established under
charters from the British East India Company. For many years the Presidency
banks acted as quasi-central banks, as did their successors. The three banks
merged in 1921 to form the Imperial Bank of India.


Mr. Vijay
Prakash Gupta & Dr. P. K. Agarwal (2013) In their research paper “Comparative Study of Customer
Satisfaction in Public Sector and Private Sector Banks in India”. This
paper gives with the introduction of liberalization policy and RBI’s easy norms
several private and foreign banks have entered in Indian banking sector which
has given birth to cut throat competition amongst banks for acquiring large
customer base and market share. Banks have to LITERATURE REVIEW ON INTERNET
BANKING Page 64 deal with many customers and render various types of services
to its customers and if the customers are not satisfied with the services
provided by the banks then they will defect which will impact economy as a
whole since banking system plays an important role in the economy of a country,
also it is very costly and difficult to recover a dissatisfied customer.


Ms. Nisha
Malik & Mr. Chand Prakash Saini (Jul 2013): In their research titled on
“Private Sector Banks Service Quality
and Customer Satisfaction” A Empirical Study two Private Sector Banks”.
This research paper is an effort to examine the relationship between service
quality and customer satisfaction of two private sectors bank of India. Service
quality has been described as a form of attitude that results from the
comparison of prospect with recital (Cronin and Taylor, 1992, Parasuraman et
al, 1985). Gronroos 1982) argued that customers, while evaluating the quality
of service, compare the service they expect with perceptions of the services
they actually receive. Since financial products offered by various banks
LITERATURE REVIEW ON INTERNET BANKING Page 65 are similar by nature then why
any particular bank of product of any bank is preferred than others a matter of
interest for academician as well as banking industry


Vijay M.
Kumbhar (2011) In his research paper “Factors
Affecting the Customer satisfaction In E-Banking: Some evidences Form
Indian Banks”. This study evaluates major factors (i.e. service quality, brand
perception and perceived value) affecting on customers’ satisfaction in
e-banking service settings. This study also evaluates influence of service
quality on brand perception, perceived value and satisfaction in e-banking.
Required data was collected through customers’ survey


Shaza W. Ezzi (April 2014) In their
research paper titled “A Theoretical
Model for Internet Banking: Beyond Perceived Usefulness and Ease of Use”
tried to inquired different types of electronic banking like ATM’s, telephone
banking, and electronic funds transfer.. This study presents a theoretical
model considered to help researchers and practitioners better understand the
acceptance and adoption of Internet Banking. The proposed model maybe
particularly useful in developing nations where consumers are loath to use
Internet Banking even when the services are available. However, a review of
several studies that have investigated consumers’ acceptance of Internet
banking services from a multiplicity of perspectives have not reached a clear
consensus of the factors that contribute to overall consumer acceptance and

Dorra Gherib (2014) In their research
paper titled “Adoption and diffusion of
internet banking: case of Tunisian banking sector “tried to observe the
embracing of Internet banking in the Tunisian banking industry. The aim is to
make out factors that accelerate or slow down the implementation process. The
literature review enables identifying a set of variables: organizational,
individual and structural. The research methodology used within this study is
the case study. Five case studies in banking sector were executed. The sample
is shaped by banks that adopted the Internet Baking as a modernization. The
analysis allowed the willpower of the related dimensions of the aforesaid
variables (competition, perceived benefits, and organizational compatibility).
Indeed, this research has exposed some variables that hamper the implementation
of technological innovations.

Hussein Al-Fahim (2013) In his research titled “An tentative Study of Factors distressing the Internet Banking
espousal: A Qualitative Study among Postgraduate Students” tried to find
out the factors that affect the internet banking espousal among postgraduate’
students in International Islamic University Malaysia (IIUM).Approach- Semi
structured interviews with eight informant; four adopters and four non-adopters
on postgraduate’ students were conducted to explore this issue. The results
revealed that adopters  and non-adopters
realized that internet banking (IB) has quite a lot of benefits and amenities.
However, non adopters were concerned about some factors like trust, ease of
use, awareness and security. The results also showed that adopters had positive
influence on use of online banking and they did not have problems with these
factors because they had sufficient knowledge and experience in using online


Khandelwal (2013) In his research titled on “E Banking: Factors of Adoption in India” This paper present the
last decade has witnessed a drastic change in the economic and banking
environment all over the world. With the economic and financial sector reforms
introduced in the country since early 1990s, the operating environment for
banks in LITERATURE REVIEW ON INTERNET BANKING Page 69 India has also undergone
a rapid change. Increasingly, more and more people are switching to electronic
platforms for executing financial transactions. Internet banking has brought
about a 360 degree change in the entire banking industry. The wider usage of
cell phone and internet certainly seems to be playing a role in blurring
physical boundaries, and unlocking a whole new world of opportunities for banks
in tapping newer customer segments and in recording greater volume of


K Muzividzi, Rangarirai Mbizi & Tinashe Mukwazhe (2013) In their
research paper “An Analysis of Factors
That Influence Internet Banking Adoption among Intellectuals: Case of
Chinhoyi University of Technology”. This paper investigate the adoption on
internet banking has remained sluggish despite the efforts by banks to promote
the technology. The purpose of the research project was to identify the factors
that affect the adoption of internet banking in a bid to construct ways to
salvage the situation. The research focused on intellectuals who better
understand technology than the general public. Data was collected using
questionnaires and interviews from the population of 5000 students and academic
staff at Chinhoyi University of Technology. A sample of 450 students and staff
were selected from the population. The research identified various factors that
impose barriers and enhance adoption of internet banking.


Ms. Fozia
(2013) The purpose of this paper is to determine the customer’s perception
toward the ebanking services. A total of number of customer taken for the
study is 196. Analysis of variance technique is employed to study the
significant relationship between the occupation and customer perception of
e-banking services and significant relationship between the age and customer
perception of e-banking services. The result of the study clearly shows that
different age group of customer and different occupation group of customers
have different perception toward the e-banking services. The results also
propose that demographic factors impact significantly internet banking behaviour,
specifically, occupation and age.




“A study conducted to analyse the Impact of internet banking on customer satisfaction.”



·   To analyse the impact of internet
banking on different customers.

·   To know the percentage of people
using the internet banking facility.

·   To analyse the usage of internet
banking by various customers.



·   To observe the present scenario of
online banking with customers.

·   To identify the strengths and
weaknesses of online banking services.

·   To know the expectations of customers
and reality of online banking services.

·   To make recommendation on the basis
of customer’s demand.





Online banking system has been emerged dramatically as an
essential part of our financial life. People cannot even think of standing for
encashment of cheques, paying bills, depositing money or even shopping with a
bulk amount of money. The customers are fully dependent on the online banking
system. In this research, the impact of internet banking is limited only to a
single bank and the scope of the study is limited to Bangalore, India.




 Research methodology is a way to
systematically solve the research problem. It may be understood as a science of
studying how research is done scientifically. A descriptive research
methodology is used for this study. Descriptive research is the study of
existing facts to come to a conclusion. In this research an attempt has been
made to analyse the impact of online banking on customer satisfaction.

Data is collected with the help of
mail questionnaires. The data is collected among different customers. The data
is collected on the basis of primary data and secondary data.





data are those data that are collected for the first time and they are original
in character.

data was collected through,

with the help of Google forms

communication with the concerned people.

conversation with the concerned people.




Secondary data are those which are already collected
by someone else for a purpose and are available for the present study. These
data maybe in published or unpublished form. Secondary data is collected for
the second or any subsequent time by an investigator who makes use of data for
any subsequent time.

 The sources of
secondary data are published materials such as:

available on the internet








·       Limited data: The
study I limited to the extent of the available data.

·       General overview: The impact of internet banking is for all the customers.

·       Time constraint: An in depth study may not be done as the study is carried out for a
short period of time.




Statistical techniques: Tools such as Tables, charts, graphs
are used for better understanding of data for interpretation.




 The tool used for data collection is questionnaire.

Secondary data was also collected and used for reference.









































This chapter deals with a brief introduction to finance,
financial markets, financial management, history of banking in India and across
the world and positive and negative effects of E banking.




In this chapter, the research design has been explained in
detail. This chapter provides a plan of the study which includes title of the
study, statement of the problem, objectives, scope of the study, limitations of
the study, methodology, sampling design, tools for data collection, plan of
analysis and operational definitions and concepts.




In this chapter information about banking its various
operations and different products it deals with is given. It also provides
information about the bank its various services offered to the customers.








This chapter
is the heart of the study. It gives analysis and interpretation of the primary
data collected through questionnaires, in relation with the objectives of the
study. The data collected has been tabulated and presented in the form of
graphs, charts, and tables. These have been analysed and interpreted thereof to
draw logical conclusions.




This chapter
is conclusive of the study , it provides an overview of the dissertation,
summary of findings presented in Chapter 4 and provides conclusion and
recommendations based on the findings.