Adaptability of internet banking in haryana state of india

ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA Adaptability of Internet banking in Haryana State of India Dissertation submitted in part fulfillment of the requirement for the degree of masters in business administration (MBA) with Dublin Business School Pooja Student Number: 10263594 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA Table of Contents ACKNOWLEDGMENT ABSTRACT 10 CHAPTER 1:INTRODUCTION 11 1.1 INTRODUCTION 11 1.2 OVERVIEW OF THE STUDY 11 1.3 BACKGROUND OF INTERNET BANKING 12 1.4 RATIONALE OF THE TOPIC 13 1.5 PROBLEM STATEMENT 14 1.6 RESEARCH AIM 14 1.7 RESEARCH OBJECTIVES 15 1.8 RESEARCH QUESTIONS 15 1.9 RESEARCH HYPOTHESIS 15 1.10 STRUCTURE OF THE DISSERTATION 15 CHAPTER 2: LITERATURE REVIEW 17 2.1 INTRODUCTION 17 2.2 RUDIMENTARY OF INTERNET BANKING 17 2.3 BEGINNING OF COMPUTERIZATION IN INDIAN BANKS 18 2.4 CURRENT STATUS OF E-BANKING ADOPTION IN INDIA 19 2.5 INTERNET BANKING IN HARYANA 20 2.6 Reasons of low adoptability of internet banking in Haryana 21 2.7 BENEFITS OF INTERNET BANKING 21 Benefits for Customers 21 Convenience and Ease 22 Availability at almost every time 22 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA Self Service Channel 22 Saving of both money and time 22 2.8 BENEFITS TO BANKS 23 A rise in the profitability 23 Cost Effective Technology 23 Reaching to area with no banks 23 Improvement of the customer’s relationship 23 Adoption of internet banking in Haryana 23 Persuasion 24 Knowledge 24 Confirmation 24 Decision 24 Implementation 24 2.9 MODELS AND THEORIES OF INTERNET BANKING 25 Theory of Planned Behavior (TPB) 25 Theory of Reasoned Action (TRA) 26 Triandis Model 27 Technology Acceptance Model 28 2.10 DIFFUSION OF INNOVATION IN INTERNET BANKING 29 Observability 29 Trialability 29 Complexity 29 Compatibility 30 Relative Advantage 30 2.11 COMPARISON OF MODELS AND THEORIES DESCRIBED 200 30 2.12FACTORS AFFECTING INTERNET BANKING IN HARYANA 30 Security 31 Site Disruption and Navigation 31 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA Education 31 User Apprehension 31 Accessibility 31 2.13 IMPACT OF INTERNET BANKING IN HARYANA DISTRICT 32 Positive impact 32 Negative impact 32 2.14 LITERATURE REVIEW CONCLUSION 32 CHAPTER 3: RESEARCH METHODOLOGY 34 3.1 INTRODUCTION 34 3.2 RESEARCH ONION 34 3.3 RESEARCH PARADIGMS 35 3.4 RESEARCH PHILOSOPHY 35 3.4.1 JUSTIFICATION OF RESEARCH PHILOSOPHY 36 3.5 RESEARCH APPROACH 36 3.5.1JUSTIFICATION OF RESEARCH APPROACH 36 3.6RESEARCH DESIGN 37 3.6.1JUSTIFICATION OF RESEARCH DESIGN 37 3.7RESEARCH STRATEGY 37 3.7.1 JUSTIFICATION OF RESEARCH STRATEGY 38 3.8DATA COLLECTION METHODS 38 3.8.1Quantitative data collection methods 38 3.9DATA ANALYSIS 39 3.10ACCESSIBILITY ISSUES 39 3.11SAMPLING METHODS AND SAMPLE SIZE 40 3.12RELIABILITY AND VALIDITY 40 3.13RESEARCH LIMITATIONS 41 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 3.14ETHICAL CONSIDERATIONS 41 3.15TIME HORIZON 41 Table 1: Gantt chart 43 3.16SUMMARY 43 CHAPTER 4: DATA ANALYSIS /FINDINGS 43 4.1 DATA ANALYSIS/ FINDINGS 44 4.1.1 INTRODUCTION 44 4.2 FINDINGS AND ANALYSIS 45 4.2.1 SOCIO-DEMOGRAPHIC 45 4.2.2Familiarity with Internet banking 46 4.2.3 THREE MAIN REASON OF LOW ADOPTABILITY OF INTERNET BANKING 48 4.2.4RANKING TO THE ALL SEVEN REASONS 50 4.2.5WHICH PARTICULAR PROBLEM SHOULD NEED TO SOLVE FIRST OUT OF SEVEN: 50 4.2.6WHICH TYPE OF SERVICES CURRENTLY USED BY THE CUSTOMERS? 51 4.2.7SATISFACTION LEVEL OF CUSTOMERS 52 4.2.8HOW OFTEN CUSTOMERS USE INTERNET BANKING 53 How long customers are using Internet banking 53 4.3ANALYSIS 54 4.3.1 Research sub questions 55 CHAPTER 5: CONCLUSION AND RECOMMENDATION 56 5.1 CONCLUSIONS 56 5.2 RECOMMENDATION 57 5.2.1 Suggestions to the customers 57 5.2.2Suggestions to the banks and government 58 CHAPTER6: SELF-REFLECTION 60 6.1 INTRODUCTION 60 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 6.2 LEARNING STYLE 60 6.3 LEARNING STYLE DESCRIPTION 61 6.4 LEARNING & DEVELOPMENT 63 6.4.1 Research skills 63 6.4.2 Data analysis skill 63 6.4.3 Decision making skills 63 6.4.4 Team working skills 64 6.4.5 Time management skills 64 6.5 SELF REFLECTION 65 CHAPTER 7: BIBLIOGRAPHY 67 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA List of Figures Figure 1: Platforms of Delivery for Electronic Banking (Source: Singh and Rani 2013) 18 Figure 2: Structure of the stages in the adaptability process (Source: Salaiwarakul, 2013) 25 Figure 3: Planned behavior theory in Decomposed Model (Source: Marceau 2012) 26 Figure 4: Theory of Reasoned Action (Source: Khrais, 2015) 27 Figure 5: Schematic Diagram of the Triandis model (Source: Fox 2014) 28 Figure 6: Technology Acceptance Model (TAM) (Source: Darwish and Hassan 2012) 29 Figure 7: Research onion (Source: Saunders et al 2009, pp 52) 34 Figure 8: Research Onion Adopted 35 Figure 9: Ranking analysis 50 Figure 10: Pie hart for customer satisfaction 53 Figure 11: Bar chart on respondent use of e-banking 53 Figure 12: Pie chart on how long respondents use e-banking 54 Figure 13: Cycle of effective learning (Chikring, 1981) 61 Figure 14: Learning style(McLeod, 2010) 62 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA List of Tables Table 1: Gantt Chart 43 Table 2: Responses from village 44 Table 3: Eight categories for analysis 45 Table 4: Age group of respondent 46 Table 5: Occupation of respondent 46 Table 6: respondent familiarity with Internet banking services 47 Table 7: type of services used by respondent 48 Table 8: $ThreeSelectedReason Frequencies 49 Table 9: $Solution Frequencies 51 Table 10: $EbankingServices Frequencies 52 ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA Acknowledgment I am really thankful to God and my parents for supporting me and giving me the strength in completing this research I would like to say thanks form core of heart to my supervisor, Professor Ann Masterson for her valuable professional guidance, appropriate suggestions, patience, and attention and kind behavior I would like to thank all respondents who participated in the survey for giving their valuable time and attention And finally I would like to thanks to all faculty for the all skills and priceless knowledge I have learnt from them throughout the course ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 10 Abstract The purpose of this research is to find out the three main reasons about the low adoptability of internet banking in the villages of Haryana state in India Here researcher consider the seven basic reason of low adoptability of internet banking such as 1) high rate of illiteracy, 2) fear of fraud, 3) unable to afford cost of internet, 4) lack of awareness about internet banking, 5) languages barriers, 6) unavailability of internet network connection and 7) unbanked villages For understanding the internet banking appropriately, all factors effecting internet banking in India are studied well such as social factor, legal factor, economical factor, knowledge level etc For this study survey is choose as primary method for collecting data and random sampling The research also presents the several researches about the customer perception towards the use of Internet banking and factors effecting internet banking With the help of survey three main reasons of Haryana has been find out from seven general reasons in all over India Those three reasons are lack of awareness, unbanked villages and fear of fraud Furthermore, internet banking has some advantages and disadvantages due to the some disadvantages it has low adoptability Nowadays, internet banking is becoming popular because of the continuous struggle of government and banks ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 65 6.5 Self reflection Joining the Masters in Business Administration programme (MBA) is the largest dare for me ever First thing is that different style of learning and I am from India the learning style of India is more theoretical This is first time when I am out of country without guardians so I found difficulty in finding the college And when I reached college so there were some more difficulties such as different study style, different way to interact with the lecturer, different writing pattern compare to previous undergraduate course because now I has to deep research to find out authentic references Moreover, when I joined the Dublin Business School (DBS) faced many problems but with support of lecture I got successful in improving research skills Before joining I didn’t think that how different, wide speared and demanding course is this In MBA there is five modules in each semester so I learnt properly how search articles, journals and how to referencing and citation Furthermore, MBA is like a platform where student come and observe their managerial skills and then utilize all skills for making good career General MBA is mixture of all managerial skills in this course I have learnt almost all managerial skills so now I have lots of job opportunities I took ‘Digital Marketing’ and ‘Finance’ in MBA I always wanted to join finance department so I took finance in the second semester to make my future in the finance field In this semester I learnt how to take decision at time financial issues What are the responsibilities of a manager and CEO how they make decision all those things explained by the professor through a topic about the ‘Lehman Brothers Bankruptcy’ Professor showed the several videos of economist debate about US financial crises On other hand, I learnt how to make budget for marketing a product and service of any company I gained that knowledge in the first semester (Digital Marketing) Time management played a vital role in my course because throughout the course I haveto lots of things together It was compulsory to attend the classes regularly and along with I have to three to four assignments in same time To submit the all assignments I made a timetable and started to follow it It proved really helpful for me I submitted all assignment on time and got passed There was a module in both semester it helped me in observing my strength and weakness In that we made a portfolio of ourselves for that our lecturer gave us some tests to analyze the strength and weakness I realised that what skill I have and where I can use my skills I found that my financial skill is strong so I can make my career in that field Dissertation is also a treasure of learning it include important work on all factors to reviewing the literature, doing primary research, secondary data collection, and analysis of primary and secondary data and then make a written report in a structured form It is very important part of the complete course we can say that almost half MBA It consumes lots of time equivalent to one semester Furthermore, it needs a proper planning which include meeting on time, take feedback from the supervisor on time and research work according to timetable which made in the beginning of the dissertation I have done my ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 66 dissertation on ‘Low adoptability of internet banking in Haryana state of India’ It is basically based on to find out the three main reason of low adoptability of internet banking So the government and banks of Haryana state can focus on main problems of low adoptability internet banking instead of doing other things about that issue Moreover I learnt lots of things throughout the dissertation how to use SPSS for analysing the data, research onion importance in dissertation; I developed the skill of finding and collecting information and work with library recourses I got the lots of knowledge about the internet banking and the customer’s behaviour toward the internet banking Moreover, now what government and banking doing for internet banking development and what will be done by them in future? In last researcher would like to say thank you to all lecturers of Dublin Business Schools it won’t be possible without the support of the lecturers and a special thanks to the Supervisor of dissertation for the proper guidance I think that this course give me a treasure of skills and knowledge and realised that I have improved my existing skills I completely trust that these all skills would help me in getting job and in my personal life as well ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 67 Chapter 7: Bibliography 6, P and Bellamy, C (2012) Principles of methodology London: SAGE Agwu, E (2012) Generations X and Y’s Adoption of Internet and Internet Banking in Nigeria International Journal of Online Marketing, 2(4), pp.68-82 Al, S (2013) Interpretive research design: concepts and processes.International Journal of Social Research Methodology, 16(4), pp.351-352 Bansal, A., 2016 Integrated Financial Management System (IFMS), Haryana ACADEMICIA: An International Multidisciplinary Research Journal,6(1), pp.110-119 Barbour, R (2013) Book Review: PraneeLiamputtong, Focus Group Methodology Qualitative Research, 13(2), pp.255-256 Barker, R (2011) Online crisis communication response: A case study of fraudulent banking transactions in South Africa Communicatio, 37(1), pp.118-136 Biddle, J and Emmett, R (2013) A research annual Bingley, U.K.: Emerald Biringer, B (2013) Critical infrastructure system security and resiliency Boca Raton: Taylor & Francis Bishnoi, S and Tandon, A., 2013 Customer satisfaction towards internet banking: Comparative survey evidences ACADEMICIA: An International Multidisciplinary Research Journal, 3(4), pp.89-106 10 Bonin, H and Brambilla, C (2014) Investment Banking History Brüssel: P.I.E.-Peter Lang S.A 11 Boot, A and Ratnovski, L (2012) Banking and trading [Washington, D.C.]: International Monetary Fund ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 68 12 Chandra, S and Sharma, M (2013) Research methodology Oxford: Alpha Science International Ltd 13 Chiou, J and Shen, C (2012) The antecedents of online financial service adoption: the impact of physical banking services on Internet banking acceptance Behaviour& Information Technology, 31(9), pp.859-871 14 Choudhry, M (2011) An introduction to banking Chichester, U.K.: John Wiley & Sons 15 Cohen, E (2011) Athenian economy and society Princeton, NJ: Princeton University Press 16 Corti, L (2012) Recent developments in archiving social research.International Journal of Social Research Methodology, 15(4), pp.281-290 17 Darwish, S and Hassan, A (2012) A model to authenticate requests for internet banking transactions Alexandria Engineering Journal, 51(3), pp.185-191 18 Drescher, N and Klewer, J (2011) AnalysezurseniorengerechtenGestaltung von Bildschirmeingabemasken am Beispiel von Internet banking und Geldausgabeautomaten HBScience, 2(2), pp.48-52 19 Dubois, M., Bobillier-Chaumon, M and Retour, D (2011) The impact of development of customer internet banking skills on customer adviser skills.New Technology, Work and Employment, 26(2), pp.156-173 20 Fiordelisi, F., Marques-Ibanez, D and Molyneux, P (2011) Efficiency and risk in European banking Journal of Banking & Finance, 35(5), pp.1315-1326 21 Fiorito, L., Scheall, S and Suprinyak, C (2015) A research annual Bingley, U.K.: Emerald 22 Fischer, J (2011) Banking basics Broomall, Pa.: Mason Crest Publishers ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 69 23 Fox, D (2014) Internet banking DatenschutzDatensich, 38(5), pp.340-340 24 Fram, S (2014) When to use what research design International Journal of Social Research Methodology, 17(3), pp.322-324 25 Gobo, G (2011) Glocalizing methodology? 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ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 76 a) Student b) Business c) Employee Have you ever used any E-banking service? a) Yes b) No If yes, which service have you used? a) Bills payment b) Order check book c) Fund transfer d) Make any account enquiry e) Online shopping f) Other Choose three reasons out of the following seven reasons of low adoptability of e-banking in your village? a) High rate of illiteracy, b) Fear of fraud, c) Unable to afford cost of internet, d) Lack of awareness about e-banking, e) Languages barriers, f) Unavailability of internet network connection g) Unbanked villages Give rank to the above selected reasons? a) High rate of illiteracy, b) Fear of fraud, ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 77 c) Unable to afford cost of internet, d) Lack of awareness about e-banking, e) Languages barriers, f) Unavailability of internet network connection g) Unbanked villages Out of three selected reasons of low adoptability of e-banking which one need to solve first? a) High rate of illiteracy b) Fear of fraud c) Unable to afford cost of internet d) Lack of awareness about e-banking e) Languages barriers f) Unavailability of internet network connection g) Unbanked villages Other relevant question to the usage of e-banking in villages of Haryana Which type e-banking service you are using currently? a) Bills payment b) Order check book c) Fund transfer d) Make any account enquiry e) Online shopping f) Other Are you satisfied with services, chosen in above question? a) Satisfied ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 78 b) Very satisfied c) Unsatisfied d) Neutral How often you use e-banking? a) Daily b) Weekly c) Monthly d) Never 10 How long are you using e-banking? a) 1-2 year b) month-1 year c) month-6 months 8.2 Pictures of survey results: The below pictures are showing the process of using SPSS method to analysis the responses of survey Variable view: ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 79 Data view: Analysis methods: ... Haryana state of India Here researcher consider the ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 15 seven basic reason of low adoptability of internet banking such as 1) high rate of. .. Nowadays, internet banking is becoming popular because of the continuous struggle of government and banks ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 11 Chapter 1: Introduction 1.1 Introduction... (Kumar 2015) ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA 21  Internet banking Services provided by the ICICI Bank The ICICI internet banking helps in the payment of the bills