Customer Adoption of Banking Technology in the Banks of Bhopal City

Profile of the respondents Demographic Characteristics : Gender: Male___________ Female_________ Qualification: Under Graduate_____ Graduate__________ Post Graduate_______ Monthly Income(Rs.) < 10000______________ 10001-20000__________ 20001-35000__________ 35001 & above_________ 1. Do you have a Bank Account? __________ Yes Age: Under 18 18-24 years 25-34 years _______ _______ _______

Occupation: Executive_______ Student________ Pensioner_______ Entrepreneur_____ Public servant_____ Other_______

__________ No

2. Are you aware about Banking Technology like ATM, E-banking, Mobile Banking? __________ Yes __________ No 3. Which type of Bank account you have? __________ Current

_________Saving

4. Time of association with your Bank (in month/years)_________________ 5. Frequency of visit to Banks? 1. Everyday 2. 3 times per week 3. 1-2 times per Month 6. Which type of Electronic Banking services do you access? 1. ATM Banking 2. Internet Banking 3. Mobile banking 7. How do you rate the usefulness of banking services?

8. Give the Number to each attribute as: Scale ranging from 1= not at all important effect to 5 = very important effect S. No. 1 2 3 4 5 Banking Services Cash Withdrawal Tax, Insurance, Utility Bill payments Account Balance Fund Transfer Investment information and Online loan related information Download online forms E-ticketing 1 2 3 4 5

6 7

9. How do you rate the Customer adoption of banking services? Give the Number to each attribute as: Scale ranging from 1= not at all important effect to 5 = very important effect S. ATM Banking No. 1 2 3 4 5 Convenient location Ease of use 24*7 Environment of operation Variety of transactions at ATM network Accurate records of all transaction Internet Banking 1 2 3 4 5 6 7 Page set up/menu flow Speed of page loading Ease of use/navigation Convenient hours of operation Variety of transaction Real time access to information Accurate records of all transaction 1 2 3 4 5

Support service(customer feedback/complaint management services) Mobile Banking Call Answering Time Flawless/Correct options Understanding and replying queries quickly Communication skill/positive approach Educate customers how to use options of different delivery channel

1 2 3

4 5

Demographic profile of the respondents Age and banking Technology adoption Educational Qualification and adoption of banking technologies There is a no significant difference between characteristics of ATM banking services provided by different banks to the customers.