CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

TABLE 4.1
AGE OF THE RESPONDENT

Age
Freque Percent Valid Cumulative
ncy Percent Percent
Below 25 year 17 17.0 17.0 17.0
25-35 years 23 23.0 23.0 40.0
35-45 years 25 25.0 25.0 65.0
Valid
45-50 years 19 19.0 19.0 84.0
Above 55 years 16 16.0 16.0 100.0
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent are aged between their below 25
years, 23% of the respondent are aged between their 25-35years, 25% of the respondent are aged
between their 35-40 years, 19% of the respondent are aged between their 45-50 year and 16% of
the respondent are aged between their above 55 years.
CHART 4.1
AGE OF THE RESPONDENT
TABLE 4.2
GENDER OF THE RESPONDENT

gender

Frequency Percent Valid Percent Cumulative

Percent

male 51 51.0 51.0 51.0

Valid female 49 49.0 49.0 100.0

Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 51% of the respondent are male and 49% of the
respondent are female.
CHART 4.2
GENDER OF THE RESPONDENT
TABLE 4.3
MARITIAL STATUS OF THE RESPONDENT

Frequency Percent Valid Percent Cumulative

Percent
married 47 47.0 47.0 47.0

Valid unmarried 53 53.0 53.0 100.0

Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 47% of the respondent are married and 53 % of the
respondent are unmarried
CHART 4.3
MARITIAL STATUS OF THE RESPONDENT
TABLE 4.4
MONTHLY INCOME OF THE RESPONDENT

Frequenc Percent Valid Cumulative

y Percent Percent
Less than10000 16 16.0 16.0 16.0
10000-20000 25 25.0 25.0 41.0
20000-30000 22 22.0 22.0 63.0
Valid 30000-40000 24 24.0 24.0 87.0
More 13 13.0 13.0 100.0
than40000
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 16% of the respondent are have they monthly income is
less than 10000, 25% of the respondent are have they monthly income is 10000-20000, 22% of
the respondent are have they monthly income is 20000-30000, 24% of the respondent are have
they monthly income is 30000-40000 ,13% of the respondent are have they monthly income is
more than 40000.
CHART 4.4
MONTHLY INCOME OF THE RESPONDENT
TABLE 4.5
EDUCATIONAL QUALIFICATION OF THE RESPONDENT

Frequenc Percent Valid Cumulative

y Percent Percent
Secondary 17 17.0 17.0 17.0
Higher 22 22.0 22.0 39.0
secondary
Valid Under graduate 25 25.0 25.0 64.0
Graduate 17 17.0 17.0 81.0
Post graduate 19 19.0 19.0 100.0
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent are qualification is secondary
level, 22% of the respondent are qualification is higher secondary level, 25% of the respondent
are qualification is under graduate ,17 % of the respondent are qualification is graduate , 19% of
the respondent are qualification is post graduate.
CHART 4.5
EDUCATIONAL QUALIFICATION OF THE RESPONDENT
TABLE 4.6
OCCUBATION OF THE RESPONDENT

Frequenc Percent Valid Cumulative

y Percent Percent
Home maker 17 17.0 17.0 17.0
Service 13 13.0 13.0 30.0
Self 21 21.0 21.0 51.0
Valid employed
Retired 30 30.0 30.0 81.0
Student 19 19.0 19.0 100.0
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent are working in the home maker,
13% of the respondent are working in the service employee , 21% of the respondent are working
in the self employee , 30% of the respondent are working in the retired person and 19% of the
respondent are students.
CHART 4.6
OCCUBATION OF THE RESPONDENT
TABLE 4.7
CATEGORY OF THE BANKS DO YOU CONSIDER AS MOST TECHNOLOGICALLY
ADVANCED

Frequenc Percent Valid Cumulative

y Percent Percent
Private sector 24 24.0 24.0 24.0
bank
Public sector 47 47.0 47.0 71.0
Valid
bank
3.00 29 29.0 29.0 100.0
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent are working in the home maker,
13% of the respondent are working in the service employee , 21% of the respondent are working
in the self employee , 30% of the respondent are working in the retired person and 19% of the
respondent are students
CHART 4.7
CATEGORY OF THE BANKS DO YOU CONSIDER AS MOST TECHNOLOGICALLY
ADVANCED
TABLE 4.8
ATTRIBUTE OF THE BANK DO YOU VALUE THE MOST

Frequenc Percent Valid Cumulative

y Percent Percent
Quality of 17 17.0 17.0 17.0
service
Technology 13 13.0 13.0 30.0
used
Valid Trust 21 21.0 21.0 51.0
Location 30 30.0 30.0 81.0
Type of the 19 19.0 19.0 100.0
bank
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent are says that bank do you value
the most Quality of service , 13% of the respondent are says that bank do you value the most
Technology used , 21% of the respondent are says that trust , 30% of the respondent are says that
bank do you value the most location , 19% of the respondent are says that bank do you value the
most Type of the bank.
CHART 4.8
ATTRIBUTE OF THE BANK DO YOU VALUE THE MOST
 TABLE 4.9
FAMILIAR ARE YOU WITH COMPUTER USAGE LEVEL OF YOUR
BANK

Frequenc Percent Valid Cumulative

y Percent Percent
No knowledge of the 17 17.0 17.0 17.0
computer
Beginner 23 23.0 23.0 40.0
Vali
Average knowledge 25 25.0 25.0 65.0
d
Advanced knowledge 19 19.0 19.0 84.0
Expert 16 16.0 16.0 100.0
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent are says that No knowledge of
the computer , 23% of the respondent are says that bank Beginner , 25% of the respondent are
says that bank used Average knowledge , 19% of the respondent are says that bank Advanced
knowledge , 16% of the respondent are says that bank do you value the most Expert..
CHART 4.9
FAMILIAR ARE YOU WITH COMPUTER USAGE LEVEL OF YOUR
BANK
TABLE 4.10
FACTOR PROMOTES YOU TO USE THE NEW TECHNIQUES IN BANKING

Frequenc Percent Valid Cumulative

y Percent Percent
Reduce the time 24 24.0 24.0 24.0
transaction
Cost effectiveness 31 31.0 31.0 55.0
Valid
Ease of use 27 27.0 27.0 82.0
Technology survey 18 18.0 18.0 100.0
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the new techniques in banking is 24% of the respondent are
says that Reduce the time transaction , 31% of the respondent are says that Cost effectiveness ,
27% of the respondent are says that bank used Ease of use , 18% of the respondent are says that
Technology survey.
CHART 4.10
FACTOR PROMOTES YOU TO USE THE NEW TECHNIQUES IN BANKING
TABLE 4.11

CUSTOMER LEVEL OF USAGE OF TECHNOLOGY

Frequenc Percent Valid Cumulative

y Percent Percent
Financial transactions 13 13.0 13.0 13.0
Uses E – mail 18 18.0 18.0 31.0
ATM / Debit card 18 18.0 18.0 49.0
service
Credit card service 21 21.0 21.0 70.0
Valid Online banking 16 16.0 16.0 86.0
services
E – payments 6 6.0 6.0 92.0
Electronic Fund 8 8.0 8.0 100.0
Transfer
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the Customer level of usage of technology is 13% of the
respondent are says that Financial transactions, 18% of the respondent are says that Uses E –
mail , 18% of the respondent are says that ATM / Debit card service , 21% of the respondent are
says that Credit card service , 16% of the respondent are says that Online banking services , 6%
of the respondent are says that E – payments and 8% of the respondent are says that Electronic
Fund Transfer.
CHART 4.11

CUSTOMER LEVEL OF USAGE OF TECHNOLOGY

TABLE 4.12
PROMPTNESS OF CARD DELIVERY

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 17 17.0 17.0 17.0
Satisfied 24 24.0 24.0 41.0
Neutral 27 27.0 27.0 68.0
Valid Dissatisfied 15 15.0 15.0 83.0
Highly 17 17.0 17.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent highly satisfied with promptness
of card delivery ,24% of the respondent are satisfied with the promptness of card delivery ,27%
of the respondent are says that neutral with promptness of card delivery ,15% of the respondent
are dissatisfied with the of promptness of card delivery and 17% of the respondent are highly
dissatisfied with promptness of card delivery.
CHART 4.12
PROMPTNESS OF CARD DELIVERY
TABLE 4.13

NUMBER OF TRANSACTIONS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 17 17.0 17.0 17.0
Satisfied 22 22.0 22.0 39.0
Neutral 24 24.0 24.0 63.0
Valid Dissatisfied 22 22.0 22.0 85.0
Highly 15 15.0 15.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 12% of the respondent highly satisfied with Number of
transaction,22% of the respondent are satisfied with the Number of transactions ,24% of the
respondent are says that neutral with Number of transactions ,22% of the respondent are
dissatisfied with the of Number of transactions and 15% of the respondent are highly dissatisfied
with Number of transactions.
CHART 4.13

NUMBER OF TRANSACTIONS
TABLE 4.14
THE QUALITY OF NOTES (CURRENCY)

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 10 10.0 10.0 10.0
Satisfied 15 15.0 15.0 25.0
Neutral 28 28.0 28.0 53.0
Valid Dissatisfied 23 23.0 23.0 76.0
Highly 24 24.0 24.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 10% of the respondent highly satisfied with quality of
notes ,15% of the respondent are satisfied with the quality of notes, ,28% of the respondent are
says that neutral with quality of notes ,23% of the respondent are dissatisfied with the quality of
notes and 24% of the respondent are highly dissatisfied with quality of notes.
CHART 4.14
THE QUALITY OF NOTES (CURRENCY)
TABLE 4.15
CONVENIENTLY LOCATED

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 13 13.0 13.0 13.0
Satisfied 19 19.0 19.0 32.0
Neutral 31 31.0 31.0 63.0
Valid Dissatisfied 25 25.0 25.0 88.0
Highly 12 12.0 12.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 13% of the respondent highly satisfied with
Conveniently located, 19% of the respondent are satisfied with the Conveniently located ,31%
of the respondent are says that neutral with Conveniently located ,25% of the respondent are
dissatisfied with the Conveniently located and 12% of the respondent are highly dissatisfied
with Conveniently located.
CHART 4.15
CONVENIENTLY LOCATED
TABLE 4.16
ACCOUNT INFORMATION AND BALANCE ENQUIRY

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 17 17.0 17.0 17.0
Satisfied 23 23.0 23.0 40.0
Neutral 28 28.0 28.0 68.0
Valid Dissatisfied 19 19.0 19.0 87.0
Highly 13 13.0 13.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent highly satisfied with information
and balance enquiry ,23% of the respondent are satisfied with the information and balance
enquiry ,28% of the respondent are says that neutral with information and balance enquiry ,19%
of the respondent are dissatisfied with the information and balance enquiry and 13% of the
respondent are highly dissatisfied with information and balance enquiry.
CHART 4.16
ACCOUNT INFORMATION AND BALANCE ENQUIRY
TABLE 4.17

E- PAYMENTS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 12 12.0 12.0 12.0
Satisfied 29 29.0 29.0 41.0
Neutral 21 21.0 21.0 62.0
Valid Dissatisfied 21 21.0 21.0 83.0
Highly 17 17.0 17.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 12% of the respondent highly satisfied with the E-
payments 29% of the respondent are satisfied with the E- payments ,21% of the respondent are
says that neutral with E- payments ,21% of the respondent are dissatisfied with the E- payments
and 17% of the respondent are highly dissatisfied with E- payments.
CHART 4.17

E- PAYMENTS
TABLE 4.18

ACCOUNT TO ACCOUNT TRANSFER

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 9 9.0 9.0 9.0
Satisfied 18 18.0 18.0 27.0
Neutral 32 32.0 32.0 59.0
Valid Dissatisfied 28 28.0 28.0 87.0
Highly 13 13.0 13.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 09% of the respondent highly satisfied with the account
to account transfer ,18% of the respondent are satisfied with the account to account transfer ,32%
of the respondent are says that neutral with account to account transfer ,28% of the respondent
are dissatisfied with the account to account transfer and 13% of the respondent are highly
dissatisfied with account to account transfer.
CHART 4.18

ACCOUNT TO ACCOUNT TRANSFER

TABLE 4.19
DUE INSTALLMENT ENQUIRY

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 17 17.0 17.0 17.0
Satisfied 20 20.0 20.0 37.0
Neutral 30 30.0 30.0 67.0
Valid Dissatisfied 19 19.0 19.0 86.0
Highly 14 14.0 14.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent highly satisfied with the due
installment enquiry ,20% of the respondent are satisfied with the due installment enquiry,30% of
the respondent are says that neutral with due installment enquiry,19% of the respondent are
dissatisfied with the due installment enquiry and 14% of the respondent are highly dissatisfied
with due installment enquiry
CHART 4.19
DUE INSTALLMENT ENQUIRY
TABLE 4.20

STATEMENT REQUEST( BY EMAIL, FAX, MAIL)

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 21 21.0 21.0 21.0
Satisfied 25 25.0 25.0 46.0
Neutral 21 21.0 21.0 67.0
Valid Dissatisfied 22 22.0 22.0 89.0
Highly 11 11.0 11.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 21% of the respondent highly satisfied with the
Statement request ,25% of the respondent are satisfied with the Statement request ,21% of the
respondent are says that neutral with ,22% of the respondent are dissatisfied with the Statement
request and 11% of the respondent are highly dissatisfied with Statement request.
CHART 4.20

STATEMENT REQUEST( BY EMAIL, FAX, MAIL)

TABLE 4.21
PLEASANT MUSICAL BACKGROUND

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 15 15.0 15.0 15.0
Satisfied 21 21.0 21.0 36.0
Neutral 23 23.0 23.0 59.0
Valid Dissatisfied 26 26.0 26.0 85.0
Highly 15 15.0 15.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 15% of the respondent highly satisfied with the Pleasant
musical background ,21% of the respondent are satisfied with the Pleasant musical background
,23% of the respondent are says that neutral with ,26% of the respondent are dissatisfied with the
Pleasant musical background and 15% of the respondent are highly dissatisfied with Pleasant
musical background.
CHART 4.21
PLEASANT MUSICAL BACKGROUND
TABLE 4.22
REASONABLE NUMBER OF VOICE PROMPTS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 14 14.0 14.0 14.0
Satisfied 20 20.0 20.0 34.0
Neutral 26 26.0 26.0 60.0
Valid Dissatisfied 28 28.0 28.0 88.0
Highly 12 12.0 12.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 14% of the respondent highly satisfied with the
reasonable number of voice prompts ,20% of the respondent are satisfied with the reasonable
number of voice prompts ,26% of the respondent are says that neutral with the reasonable
number of voice prompts ,28% of the respondent are dissatisfied with the reasonable number of
voice prompts and 12% of the respondent are highly dissatisfied with reasonable number of
voice prompts.
CHART 4.22
REASONABLE NUMBER OF VOICE PROMPTS
TABLE 4.23

CLEAR INSTRUCTIONS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 11 11.0 11.0 11.0
Satisfied 18 18.0 18.0 29.0
Neutral 31 31.0 31.0 60.0
Valid Dissatisfied 29 29.0 29.0 89.0
Highly 11 11.0 11.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 11% of the respondent highly satisfied with the clear
instructions 18% of the respondent are satisfied with the on clear instructions ,31% of the
respondent are says that neutral with the clear instructions , 29% of the respondent are
dissatisfied with the on clear instructions and 11% of the respondent are highly dissatisfied with
the clear instructions.
CHART 4.23

CLEAR INSTRUCTIONS
TABLE 4.24
VOICE DIRECTIONS / ON LINE DIRECTIONS FOR NEW USERS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 16 16.0 16.0 16.0
Satisfied 23 23.0 23.0 39.0
Neutral 24 24.0 24.0 63.0
Valid Dissatisfied 17 17.0 17.0 80.0
Highly 20 20.0 20.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 16% of the respondent highly satisfied with the on line
directions for new users, 23% of the respondent are satisfied with the on line directions for new
users ,24% of the respondent are says that neutral with the on line directions for new users , 17%
of the respondent are dissatisfied with the on line directions for new users and 20% of the
respondent are highly dissatisfied with the on line directions for new users.
CHART 4.24
VOICE DIRECTIONS / ON LINE DIRECTIONS FOR NEW USERS
TABLE 4.25
PROVIDE ADDITIONAL OPTIONS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 15 15.0 15.0 15.0
Satisfied 19 19.0 19.0 34.0
Neutral 26 26.0 26.0 60.0
Valid Dissatisfied 20 20.0 20.0 80.0
Highly 20 20.0 20.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 15% of the respondent highly satisfied with the provide
additional options , 19% of the respondent are satisfied with the provide additional options,26%
of the respondent are says that neutral with the provide additional options, 20% of the respondent
are dissatisfied with the provide additional options and 20% of the respondent are highly
dissatisfied with the provide additional options.
CHART 4.25
PROVIDE ADDITIONAL OPTIONS
TABLE 4.26
REWARD POINT STATUS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 14 14.0 14.0 14.0
Satisfied 23 23.0 23.0 37.0
Neutral 29 29.0 29.0 66.0
Valid Dissatisfied 14 14.0 14.0 80.0
Highly 20 20.0 20.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 14% of the respondent highly satisfied with the reward
point status , 23% of the respondent are satisfied with the reward point status ,29% of the
respondent are says that neutral with the reward point status , 14% of the respondent are
dissatisfied with the reward point status and 20% of the respondent highly dissatisfied with the
reward point status.
CHART 4.26
REWARD POINT STATUS
TABLE 4.27
PREPAID MOBILE RECHARGE

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 16 16.0 16.0 16.0
Satisfied 18 18.0 18.0 34.0
Neutral 22 22.0 22.0 56.0
Valid Dissatisfied 23 23.0 23.0 79.0
Highly 21 21.0 21.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 16% of the respondent highly satisfied with the prepaid
mobile recharge, 18% of the respondent are satisfied with the prepaid mobile recharge, 22% of
the respondent are says that neutral with the prepaid mobile recharge, 23% of the respondent are
dissatisfied with the prepaid mobile recharge and 21% of the respondent highly dissatisfied with
the prepaid mobile recharge.
CHART 4.27
PREPAID MOBILE RECHARGE
TABLE 4.28
SMS ALERTS ABOUT SPECIFIC INFORMATION TO THE BANK SERVICES / NEW
PRODUCTS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 17 17.0 17.0 17.0
Satisfied 23 23.0 23.0 40.0
Neutral 28 28.0 28.0 68.0
Valid Dissatisfied 23 23.0 23.0 91.0
Highly 9 9.0 9.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 17% of the respondent highly satisfied with SMS alerts
about specific information to the bank services, 23% of the respondent are says that satisfied,
28% of the respondent are says that neutral, 23% of the respondent are says that dissatisfied and
09% of the respondent highly dissatisfied with the SMS alerts about specific information to the
bank services.
CHART 4.28
SMS ALERTS ABOUT SPECIFIC INFORMATION TO THE BANK SERVICES / NEW
PRODUCTS
TABLE 4.29

TRANSACTIONS STATUS

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 18 18.0 18.0 18.0
Satisfied 24 24.0 24.0 42.0
Neutral 23 23.0 23.0 65.0
Valid Dissatisfied 19 19.0 19.0 84.0
Highly 16 16.0 16.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 18% of the respondent highly satisfied with the
transactions status of the service , 24% of the respondent are satisfied with the transactions
status of the service , 23% of the respondent are says that neutral , 19% of the respondent are
dissatisfied with the transactions status of the service and 16% of the respondent highly
dissatisfied with the transactions status of the service.
CHART 4.29

TRANSACTIONS STATUS
TABLE 4.30

EXPENSIVE

Frequenc Percent Valid Cumulative

y Percent Percent
Highly satisfied 8 8.0 8.0 8.0
Satisfied 35 35.0 35.0 43.0
Neutral 16 16.0 16.0 59.0
Valid Dissatisfied 18 18.0 18.0 77.0
Highly 23 23.0 23.0 100.0
dissatisfied
Total 100 100.0 100.0

INTERPRETATION
The above table we can analyze that the 8% of the respondent highly satisfied with the expensive
of the service , 35 % of the respondent are satisfied with the expensive of the service , 16% of
the respondent are says that neutral with the expensive of the service , 18% of the respondent
are dissatisfied with the expensive of the service and 23% of the respondent highly dissatisfied
with the expensive of the service .
CHART 4.30

EXPENSIVE