ABSTRACT

PURPOSE: This paper brings out the measurement of customer perception

towards Technology which is becoming very popular and convenient method of
dealing with banks now-a-days. Technology denotes the provision of banking
and related service through Extensive use of information technology without
direct recourse to the bank by the customer. In this paper consumer perception
toward the usefulness and willingness to use Technology are identified and
measured. Customer satisfaction level towards the Technology has been
identified.
DESIGN/METHODOLOGY: A Questionnaire has been designed to collect the
data from the respondents. Our survey is undertaken in Patan District as this is
city. Convenient sampling design has been used.
RESEARCH DESIGN The research carried out here is Explorative in nature
because the data that is already available but mainly regarding the foreign
markets. The study intended to conduct this research in the domestic market,
which is India and specifically in Patan district and hence data is needed
regarding the consumers from this region specifically. Therefore, first hand
research is carried out by exploring the consumer characteristics in this region
specifically on a sample of around 100 people who have bank accounts in public
or private banks. The data has been collected with the help of self administered
questionnaire. Judgmental sampling technique has been used. The data so
collected has been arranged in a form.
DEFINING THE OBJECTIVE OF THE STUDY
To study the perception of respondents towards Banking Technology.
To measure the satisfaction level of people towards Banking Technology.

WHAT ABOUT BANKING TECHNOLOGY?

Established in 1984, Banking Technology has built up an enviable and unrivalled reputation for
independent reporting and expert comment. Banking Technology is marketed to the highest level
IT decision makers in the financial industry. The magazine provides unparalleled access to a
much sought after audience. This readership and reputation combined with in depth international
coverage for transaction, investment and retail banking makes Banking Technology the complete
package for any financial IT professional.
THE COMMON E-BANKING SERVICES FAL UNDER FOLLOWING
CATEGORIES:
Electronically bill presentation & payment, Funds transfer between a customer's
own checking and savings accounts, or to another customer's account,
Investment purchase or sale, Loan applications and transactions; such as
repayments, Bank statements, Financial Institution Administration - Support of
multiple users having varying levels of authority, Transaction approval process,
Wire transfer, ticket booking, Shopping etc.

Development of Distribution Channels

The major and upcoming channels of distribution in the banking industry,
besides branches are ATMs, internet banking, mobile and telephone banking and
card based delivery systems.

Automatic Teller Machines:

ATMs were introduced to the Indian banking industry in the early 1990s initiated
by foreign banks. Most foreign banks and some private sector players suffered
from a serious handicap at that time- lack of a strong branch network. ATM
technology was used as a means to partially overcome this handicap by
reaching out to the customers at a lower initial and transaction costs and
offering hassle free services. Since then, innovations in ATM technology have
come a long way and customer receptiveness has also increased manifold.
Public sector banks have also now entered the race for expansion of ATM
networks. Development of ATM networks is not only leveraged for lowering the
transaction costs, but also as an effective marketing channel resource.
Internet Banking

Internet banking in India began taking roots only from the early 2000s. Internet
banking services are offered in three levels. The first level is of a banks
informational website, wherein only queries are handled; the second level
includes Simple Transactional Websites, which enables customers to give
instructions, online applications and balance enquiries. Under Simple
Transactional Websites, no fund based transactions are allowed to be conducted.
Internet banking in India has reached level three, offering Fully Transactional
Websites, which allow for fund transfers and various value added services.
Internet banking poses high operational, security and legal risks. This has
restrained the development of internet banking in India. The guidelines
governing internet banking operations in India covers a number of technological,
security related and legal issues to be addressed in relation to internet banking.
According to the earlier guidelines, all internet banking services had to be
denominated in local currency, but now, even foreign exchange services, for the
permitted underlying transactions, can be offered through internet banking.
Internet banking can be offered only by banks licensed and supervised in India,
having a physical presence in India. Overseas branches of Indian banks are
allowed to undertake internet banking only after satisfying the host supervisor in
addition to the home supervisor.

Phone Banking and Mobile Banking

Phone and mobile banking are a fairly recent phenomenon for the Indian
banking industry. There exist operative guidelines and restrictions on the type
and quantum of transactions that can be undertaken via this route. Phone
banking channels function through an Interactive Voice Response System (IVRS)
or telebanking executives of the banks. The transactions are limited to balance
enquiries, transaction enquiries, stop payment instructions on cheques and
funds transfers of small amounts (per transaction limit of Rs 2500, overall cap of
Rs 5000 per day per customer). According to the draft guidelines on mobile
banking, only banks which are licensed and supervised in India and have a
physical presence in India re allowed to offer mobile banking services. Besides,
only rupee based services can be offered. Mobile banking services are to be
restricted to bank account and credit card account holders which are KYC and
AMC compliant.
With the rapidly growing mobile penetration in the country, mobile banking has
the potential to become a mass banking channel, with very minimum
investment required by the banks. However, more security issues need to be
addressed before banking can be conducted more freely via this channel.

Card Based Delivery Systems

Among the card based delivery mechanisms for various banking services, are
credit cards, debit cards, smart cards etc. These have been immensely
successful in India since their launch. Penetration of these card based systems
have increased manifold over the past decade. Aided by expanding ATM
networks and Point of Sale (POS) terminals, banks have been able to increase
the transition of customers towards these channels, thereby reducing their costs
too.

Chapter 3: Research Methodology

Research Objective:
Main Objective:
To identify the in the North Awareness and Reasons of Customers for taking the
benefits Mobile Number Portability in GSM Service Provider Gujarat Region".
Sub-Objectives:
To study that how many respondents is aware regarding the Banking Technology.
To know the satisfaction level of customer with their current Banking Technology.
If the respondents are not satisfaction with their connection then to study the
reason for that.
To study that how many people have taken the benefit of MNP since it is
implemented.
To examine that for getting which types of benefits the people makes the use of
MNP and switched over to other service provider.

 To identify that how many respondents are aware regarding the procedure to be
followed for MNP while switching connection and if they are not aware then
whether they are eager to know about it or not.

Source of information:

Primary Data: Primary data is collected through questionnaire.

Secondary Data: Secondary data are collected from the Internet, Magazines
and Books etc

Data collection method:

For collecting primary data these are main two important methods.
Convenience Sampling
Random Sampling

Research Instrument:
A questionnaire is used as a data collection instrument for collecting the
primary data by randomly contacting different customers.

Sampling method: Personal Meeting

Convenience Sampling Method:
Convenience sampling attempts to obtain a sample of convenient elements.
Often, respondents are selected because they happen to be in the right place at the
right time.

Contact

Personally

Sample size

200 Respondents.

Sample

Individual Mobile User

Element

Random

Instrument

Questionnaire

Analysis of the plan:

After the data have been collected, the researcher turns to the task of analyzing
the data, which is collected from the field.

Research Hypothesis:
It is assumed that 60% respondents are aware regarding the MNP.
70% respondents are satisfied with their current mobile connection.
Since MNP has been implemented 20% respondents have taken the benefits of
it.
It is assumed that 50% respondents are aware regarding the procedure to be
followed for MNP while switching connection.
There is a relation between the Occupation of the respondents and the
satisfaction level of them with the service provider.

Limitation of Research:
Limitation of the Area

The research is limited to North Gujarat Region only and attitudes of the people in
different area may be different from the people of another region.
Personal Bias
There may be possibilities of personal bias.

It means that the people may bias in

giving the answers due to certain reasons.

Wrong information
It may be possible that respondents may have given wrong information.
Sample Size
Sample size for this research was 100. So, we cannot apply this results are for entire
population.
Limitation of Time
Time period of the research is limited as per the requirement. So, the time period is
not enough to do the complete research.

NULL HYPOTHESIS: H0: There is no relation between family income group and
perception regarding Banking technology.
ALTERNATIVE HYPOTHESIS
H1: There will be difference between the two genders regarding the attitude and
perception towards banking technology.
H2: There will be difference between the different age groups of customers
regarding
their attitude and perception towards banking technology.
H3: The attitude and perception towards banking technology would be
determined by the

Demographic factors like age, education and gender of the customers.