STUDY OF CUSTOMER PROFILE OF E-BANKING USERS IN SEMI URBAN AREAS
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Date
2009-07-14
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University of Agricultural Sciences GKVK, Bangalore
Abstract
Information technology has revolutionized the banking industry, have created a
paradigm shift in the banking industry from brick-and-mortar banks to ebanking/
virtual banking. The banks and financial institutions are emphasizing on
encouraging bank customers to use e-banking facilities. This study attempts to
document customers' awareness, preference for different delivery channels, the profile
of the customer using e-banking, problems associated in usage of e-banking and
reasons for not using e-banking. Data was collected from customers using e-banking
and those not using e-banking from Devanahalli and Hoskote taluk centers of
Bangalore rural district. The bank selected was Canara bank which was a lead bank
in the district. The results of the study indicate that, e-banking users were young (25-
35 years), had education back ground of graduation and post graduation with most of
them having white collar jobs, with an annual income of Rs. 0.5 to 3 lakh per annum.
Non e-banking users were relatively old (35-45 years), had an education up to preuniversity
and below pre-university level and relatively have higher income compared
to e-banking users. The study found that the use of e-banking facilities was more
among the respondents with lower income compared to respondents with higher
income. Among the various e-banking services offered by the bank; ATM was most
popular among e-bank users and very few respondents were aware of other e-banking
channels. Computer literacy, profession, income and bank transactions were the
major factors that influenced use of e-banking facilities. Common Services availed
through ATM were only cash withdrawal and balance enquiry. And other services were
carried out through branch. Problems associated in usage of ATM were lack of power,
inadequate money in the ATM and long queues. Preference to personal contact,
security and needlessness of e-banking were the main reasons for non use of ATM (ebanking).
Majority of respondents prefer personal contact and there was a lack of
awareness about e-banking in semi-urban areas and hence banks need to initiate
awareness programmes for better utilization of e-banking facilities in semi-urban
areas.
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