A Study on Customer Perception towards Business Innovation Practices in Tiruchirappalli District (1) (1).pdf

Business, Management and Economics Engineering
ISSN: 2669-2481 / eISSN: 2669-249X 2022
Volume 20 Issue 2: 31–58
31
A STUDY ON CUSTOMER PERCEPTION TOWARDS BUSINESS INNOVATION PRACTICES IN
TIRUCHIRAPPALLI DISTRICT
A STUDY ON CUSTOMER PERCEPTION TOWARDS BUSINESS INNOVATION
PRACTICES IN TIRUCHIRAPPALLI DISTRICT
Dr.C. PARAMASIVAN, Ph.D.
Assistant Professor of Commerce
&
G. RAVICHANDIRAN
Ph.D. Full Time Research Scholar
PG & Research Department of Commerce
Thanthai Periyar Government Arts and Science College (Autonomous)
(Affiliated to Bharathidasan University, Tiruchirappalli)
Tiruchirappalli - 620023.
Abstract
Customer perception is one of the major parts of any kind of marketing strategies which
help to increase the sales volume and customer satisfaction. Innovative business practices in
banking are one of the booming aspects due to the growth of information and communication
technology. This study will help to understand the impact of innovative business practices such
as digital banking, AI, cloud computing among the customers and general public. Bankers and
other officials may update the latest banking technology based on this study. This study will be
very useful to the policy makers for their effective implementation of innovative business
practices in banking. In this view, this paper made an attempt to discuss customer perception
towards business innovation practices in Tiruchirappalli District.
Keywords: Customer Perception, Innovative Practices, Business innovation, banking services,
financial activities.
Introduction
Business innovation practices in banking sector are one of the emerging issues in the
recent days with the help of information and communication technologies. Banking practices
have been transformed into innovative products and process due to global competition and
environment. In this aspect, every banking sector tries to adopt modern technologies and
application to attract the customers. When the ATMs were introduced in the country, it made a
marketable change in the customer perception towards banking services. Customers withdraw
money at their convinent time and place. It resulted in more than two lakhs’ ATMs being
established by commercial banks in the country which is also one of the unique identities of the
concerned banks. Now, all account holders have debt cared with multipurpose banking and
financial activities. This perception has been extended to online banking also, banking services
could be enjoyed with customer places itself with the help of technology devices. Internet
penetration and awareness creates an opportunity to online banking into e-banking. During 2000,
e-banking also transformed into digital banking which is one of the smart, speed, transport and
simple way to excite the banking services. In this regard, the present chapter highlights consumer
perception towards business innovation practices of select public sector banks in Tiruchirappalli
District of Tamil Nadu.
Statement of Problem

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Study and research in banking sector become a continuous process which consists of
latest updates and techniques that play a major role in performance of banking industry with this
view innovation is one of the major parts of banking sector with multidimensional approaches.
The term “Innovation” means to make something new. While innovation has become a primary
emphasis of many financial institutions, a select few continue to shine at creating market-leading
innovations that can disrupt an entire industry. Banks now are no longer limited to traditional
banking activities but explore newer avenues to increase business and capture new markets.
Customers and public are highly influenced by these latest innovations in banking for their
speedy and accurate services. The importance of innovation and developing innovative solutions
that take advantage of data, advanced analytics, digital technologies and new delivery platforms
has never been more important. Organizations innovate in targeting, expanding services, re-
configuring delivery channels, delivering proactive advice, integrating payments and applying
block chain technology. Many studies have been undertaken related to banking innovation
whereas this study will be unique in nature with respect to customer perception and satisfaction
towards innovative banking practices of commercial banks in the study area.
The topic is related with banking industry which is the backbone of socio-economic
development of the country. When the banking services are channelized to all the people in the
country, there will be a sustainable development. Inclusive banking services to un banked people
will be possible only with the help of innovative business practices. With this view, this study
will provide an output to understand the impact of innovative business practices of banking with
respect to socio-economic development.
Objective of the Study
To measure the customer perception towards business innovation practices of banking
sector in the study area.
Research Methodology
The present research study is descriptive in nature by using both primary and secondary
data. Primary data were collected with the help of questionnaire which were distributed to the
sample respondents. Secondary data were collected from various sources such as published and
unpublished reports, records, documents and periodicals. Stratified random sampling methods
will be adopted to identify the sample respondents.
Sampling Design
Sampling is one of the major parts of the research study which help to justify its scientific
implications and scholarliness. Disproportionate Stratified Random Sampling Method was
adopted in this research study. Convenient sampling Techniques were used to select the sample
respondents from the study area.
Data Collection
The present study required both primary and secondary data. Primary data were used for
the purpose of understanding the perception, satisfaction of customers with respect to business
innovation in banking sector in Tiruchirappalli District. Secondary data were used to understand
the performance and progress of banking sectors in India, Tamil Nadu and Tiruchirappalli
District. Some of the secondary data were used to find the conceptual background of banking
innovation practices in the country also.
Tools and Techniques Used

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Primary data was collected with the help of a structured interview schedule and
secondary data was collected from various sources such as reports, records, documents and other
published and unpublished sources.
Data Analysis
Collected data were analyzed with the help of adequate statistical tools such as T-Test,
One way ANOVA, Chi Square Test.
Reliability
The reliability test was performed to measure the reliability of the questionnaire and it
was found that Cronbach’s Alpha value for all the 50 items is 0.954.
Review of Literature
Thiruvenkatraj.T.R., & Vetrivel.S. (2017). Consumer perception describes how
customers and potential customers view a company and its products and services. Consumer
perception is important to businesses since it can influence consumer behavior, which ultimately
affects the profitability of a business.
Ahmed Audu Maiyaki. (2009). A significant leaning towards the operational excellence
value resulted. This indicated that customers rated problem-free, convenient and efficient
banking as the most important aspect of value.
Jafirullah Khan Jebran., & Md. Afzal Hossain. (2012). In this paper we have
discussed about findings from a list of variables that affect consumer perception about the
commercial banks in Bangladesh. We have focused on identifying key variables that affect
consumer perception about any bank.
Shveta Hastir., & Bharti. (2020). All banks perform same function and therefore it is
crucial for banks to maintain and provides quality services to its existing customer and to acquire
retain and satisfy potential customer for longer period.
Edward Vettivel.R., & Darling Selvi.V. (2019). concluded that just by increasing the
short term agriculture with attractive schemes will help the rural mass to get more benefits from
the lending practices of banks.
Abdul Khalique Talukder. (2018). It is found that, on the whole, all the educational
status groups as well as occupation groups of customers experienced less than what they
expected in the overall service quality.
Priya.V.S.(2019). Mobile banking reduces cost by providing customers with another
means of accessing their accounts without physically visiting a bank. This study is based on
descriptive research.
Abdul Khalique Talukder. (2018). the banking industry is facing an unprecedented set
of challenges due to rapidly changing market, new technologies, economic uncertainties, fierce
competition, and more demanding customers..
Kesari Singh and Nitin Gupta. (2016). Indian Banking has gone tremendous changes
over time and the entry of private sector banks has transformed the Indian banking both
structurally and functionally.
Owen.O..Roach., & et al. (2020). This study intends to demonstrate that a more general
sample might perceive similar generational differences in perceiving the definition and Value of
Innovation.

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Judith Cavazos-Arroyo., & Rogelio Puente-Díaz. (2021). Social enterprises need to
identify an innovative and differentiated business model to more efficiently meet the needs of
their clients and survive in the long term. However, research on customer perception of this
innovation is scant.
Sutha.R., & Christy Selvarani.D. (2020). The banking sector plays a vital role in the
economies world over, during the past decade, the banking sector has undergone an astronomical
change in terms of technology.
Customer
Table No – 1
Demographic Profile of the Respondents
Sl.No Profile Variables Frequency Percentage
1 Gender
Male 495 72.8
Female 185 27.2
Total 680 100.0
2 Age
Up to 30 years 211 31.0
31 to 40 years 228 33.5
41 to 50 years 154 22.6
Above 50 years 87 12.8
Total 680 100.0
3 Marital Status
Married 525 77.2
Unmarried 155 22.8
Total 680 100.0
4 Family size
Less than 3 156 22.9
4 – 5 440 64.7
More than 5 84 12.4
Total 680 100.0
Customer Perception
User Friendliness
Availability
Safety
Acceptability Acceptability
Rejected
Accepted
Hypothesis

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5 Educational Qualification
Illiterate 57 8.4
School Level 156 22.9
College Level 467 68.7
Total 680 100.0
6 Occupation
Agriculture 157 23.1
Private Job 254 37.4
Government Job 56 8.2
Business 171 25.1
Professional 42 6.2
Total 680 100.0
7 Annual Income
Below 1,00,000 70 10.3
1,00,000 to 2,00,000 228 33.5
2,00,000 to 3,00,000 241 35.4
Above 3,00,000 141 20.7
Total 680 100.0
8 Banking Experience
Less than 2 years 43 6.3
3-5 years 112 16.5
More than 5 years 525 77.2
Total 680 100.0
9 Area of Residence
Rural 225 33.1
Urban 343 50.4
Semi-Urban 112 16.5
Total 680 100.0
10 Type of Account
Savings 496 72.9
Current 184 27.1
Total 680 100.0
Source: Primary Data
The table 1 shows it reveals the demographic profile of the respondents in the study area.
Out of 680 respondents, 76.8 per cent are male and 27.8 per cent are female.
As regards the age group of the respondents, 31.0 per cent of the respondents belong to
the age group of up to 30 years, 33.5 per cent of the respondents belong to the age group of 31 to
40 years, 22.6 per cent of the respondents belong to the age group of 41 to 50 years and 12.8 per
cent of the respondents belong to the age group above 50 years. A maximum number of
respondents (33.5%) belong to the age group of 31 to 40 years, and a minimum number of
respondents (12.8%) belong to the age group of above 50 years.
The table shows the marital status of the respondents, 77.2 per cent of the respondents
belong to the marital status of married, and 22.8 per cent of the respondents belong to the marital
status of unmarried.
The table shows the family size of the respondents, 22.9 per cent of the respondents
belong to the less than 3, 64.7 per cent of the respondents belong to the 4 – 5 and 12.4 per cent
of the respondents belong to the more than 5. A maximum number of respondents (64.7%)
belong to the 4 – 5 and a minimum number of respondents (12.4%) belong to the more than 5.

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The table shows the educational qualification of the respondents, 8.4 per cent of the
respondents belong to the illiterate, 22.9 per cent of the respondents belong to the school level,
and 68.7 per cent of the respondents belong to the college level. A maximum number of
respondents (68.7%) belong to the college level and a minimum number of respondents (8.4%)
belong to the illiterate.
The table shows the occupation of the respondents, 23.1 per cent of the respondents
belong to the agricultural, 37.4 per cent of the respondents belong to the private job, 8.2 per cent
of the respondents belong to the government job, 25.1 per cent of the respondents belong to the
business and 6.2 per cent of the respondents belong to the professional. A maximum number of
respondents (37.4%) belong to the private job and a minimum number of respondents (6.2%)
belong to the professional.
The table shows the annual income of the respondents, 10.3 per cent of the respondents
belong to the below 1,00,000, 33.5 per cent of the respondents belong to the 1,00,000 to
2,00,000, 35.4 per cent of the respondents belong to the 2,00,000 – 3,00,000, 20.7 per cent of the
respondents belong to the above 3,00,000. A maximum number of respondents (35.4%) belong
to the 2, 00,000 – 3, 00,000 and a minimum number of respondents (10.3%) belong to the below
1, 00,000.
The table shows the banking experience of the respondents, 6.3 per cent of the
respondents belong to the less than 2 years, 16.5 per cent of the respondents belong to the 3 – 5
years, 77.2 per cent of the respondents belong to the more than 5 years. Therefore, a maximum
number of (77.2%) respondents belong to up to more than 5 years and a minimum number of
(6.3%) respondents belong to less than 2 years.
The table indicates that out of 680 respondents, as per area of residence, 33.1 per cent
respondents are from rural area, 50.4 per cent respondents are from urban area and 16.5 per cent
respondents are from semi - urban Therefore, a maximum number of (50.4%) respondents
belong to urban area and a minimum number of (16.5%) respondents belong to semi – urban.
The table shows the type of account of the respondents, 72.9 per cent of the respondents
belong to the savings account, and 27.1 per cent of the respondents belong to the current account.
Table No – 2
Customer Perception towards Acceptability
1 Banks Technology is Personalized
Strongly Not
Agree
84 12.4
Not Agree 171 25.1
Neutral 98 14.4
Agree 156 22.9
Strongly Agree 171 25.1
Total 680 100.0
2
Banks Technology recognizes Customers
by name
Strongly Not
Agree
127 18.7
Not Agree 200 29.4
Neutral 156 22.9

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Agree 113 16.6
Total 680 100.0
3
Banks Technology provides the precise
information that needed
Strongly Not
Agree
56 8.2
Not Agree 130 19.1
Neutral 242 35.6
Agree 140 20.6
Total 680 100.0
4
Banks Technology Provides that needed
reports / Statements
Strongly Not
Agree
84 12.4
Not Agree 127 18.7
Neutral 155 22.8
Agree 185 27.2
Total 680 100.0
5
Bankers Technology is Considered as
Universal
Strongly Not
Agree
58 8.5
Not Agree 129 19.0
Neutral 241 35.4
Agree 140 20.6
Total 680 100.0
The table 2 shows it reveals the Customer Perception Banks Technology is personalized
of the respondents in the study area. Out of 680 respondents, 12.4 per cent are belong to the
Strongly Not Agree, 25.1 per cent are belong to the Strongly Agree,
As regards the Banks Technology recognizes Customers by name of the respondents,
18.7 per cent of the respondents belong to the of Strongly Not Agree, 12.4 per cent of the
respondents belong to the of Strongly Agree.
The table shows the Banks Technology provides the precise information that needed of
the respondents, 8.2 per cent of the respondents belong to the of Strongly Not Agree, 16.5 per
cent of the respondents belong to the of Strongly Agree.
The table shows the Banks Technology Provides that needed reports / Statements of the
respondents, 12.4 per cent of the respondents belong to the of Strongly Not Agree, 19.0 per cent
of the respondents belong to the of Strongly Agree.
The table shows the Bankers Technology is Considered as Universal of the respondents,
Table No – 3
Customer Perception towards Safety

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1 Banks Technology is safe to use
Strongly Not Agree 128 18.8
Not Agree 158 23.2
Neutral 128 18.8
Agree 154 22.6
Total 680 100.0
2
The risk associated with the banks
technology is low
Not Agree 141 20.7
Neutral 158 23.2
Agree 198 29.1
Total 680 100.0
3 Personal information is protected
Not Agree 129 19.0
Neutral 211 31.0
Agree 114 16.8
Total 680 100.0
4
Appropriate safety measures are
maintained
Not Agree 100 14.7
Neutral 142 20.9
Agree 168 24.7
Total 680 100.0
5
Risk production strategies are
adopted
Not Agree 130 19.1
Neutral 170 25.0
Agree 141 20.7
Total 680 100.0
The table 3 shows it reveals the Safety Banks Technology is safe to use of the
respondents in the study area. Out of 680 respondents, 18.8 per cent are belong to the Strongly
Not Agree, 16.5 per cent are belong to the Strongly Agree.
As regards the risk associated with the banks technology is low of the respondents, 12.5
per cent of the respondents belong to the of Strongly Not Agree, 14.4 per cent of the respondents
belong to the of Strongly Agree.
The table shows the Personal information is protected of the respondents, 14.6 per cent of
the respondents belong to the of Strongly Not Agree, 18.7 per cent of the respondents belong to
the of Strongly Agree.

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The table shows the Appropriate safety measures are maintained of the respondents, 14.7
The table shows the Risk production strategies are adopted of the respondents, 14.4 per
cent of the respondents belong to the of Strongly Not Agree, 20.7 per cent of the respondents
Table No – 4
Customer Perception towards Availability
1
Banks technology provides online
support
Not Agree 99 14.6
Neutral 143 21.0
Agree 169 24.9
Total 680 100.0
2
Banks help desk provides 24X7
support
Not Agree 128 18.8
Neutral 158 23.2
Agree 169 24.9
Total 680 100.0
3 Banks delivery channels are quick
Not Agree 86 12.6
Neutral 212 31.2
Agree 185 27.2
Total 680 100.0
4
Adequate banking innovation is
available
Not Agree 114 16.8
Neutral 171 25.1
Agree 142 20.9
Total 680 100.0
5 It reduce regional imbalance
Not Agree 131 19.3
Neutral 142 20.9
Agree 197 29.0
Total 680 100.0

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The table 4 shows it reveals the Customer Perception Banks technology provides online
support of the respondents in the study area. Out of 680 respondents, 12.5 per cent are belong to
the Strongly Not Agree, 27.1 per cent are belong to the Strongly Agree.
As regards the Banks help desk provides 24X7 support of the respondents, 14.4 per cent
of the respondents belong to the of Strongly Not Agree, 18.7 per cent of the respondents belong
to the of Strongly Agree.
The table shows Banks delivery channels are quick of the respondents, 10.3 per cent of
the respondents belong to the of Strongly Not Agree, 18.7 per cent of the respondents belong to
the of Strongly Agree.
The table shows the Adequate banking innovation is available of the respondents, 12.4
The table shows the It reduce regional imbalance of the respondents, 8.2 per cent of the
respondents belong to the of Strongly Not Agree, 22.6 per cent of the respondents belong to the
of Strongly Agree.
Table No – 5
Customer Perception towards User Friendliness
1 Banks technology is user friendly
Not Agree 126 18.5
Neutral 127 18.7
Agree 144 21.2
Total 680 100.0
2 Banks technology is reliable
Not Agree 98 14.4
Neutral 170 25.0
Agree 156 22.9
Total 680 100.0
3 Banks technology never fails
Not Agree 85 12.5
Neutral 184 27.1
Agree 199 29.3
Total 680 100.0
4 Availability of internet made easy
Not Agree 114 16.8
Neutral 157 23.1
Agree 142 20.9
Total 680 100.0

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5
Mobile phone penetration make
easy
Not Agree 99 14.6
Neutral 187 27.5
Agree 168 24.7
Total 680 100.0
The table 5 shows it reveals the Customer Perception Banks technology is user friendly
of the respondents in the study area. Out of 680 respondents, 16.5 per cent are belong to the
Strongly Not Agree, 25.1 per cent are belong to the Strongly Agree.
As regards the Banks technology is reliable of the respondents, 12.8 per cent of the
of Strongly Agree.
The table shows Banks technology never fails of the respondents, 10.3 per cent of the
of Strongly Agree.
The table shows the Availability of internet made easy of the respondents, 14.4 per cent
of the respondents belong to the of Strongly Not Agree, 24.9 per cent of the respondents belong
to the of Strongly Agree.
The table shows the Mobile phone penetration make easy of the respondents, 12.6 per
cent of the respondents belong to the of Strongly Not Agree, 20.8 per cent of the respondents
Table No – 6
Customer Perception towards Accessibility
1
Banks technology is accessible
beyond regular business hours
Not Agree 85 12.5
Neutral 141 20.7
Agree 171 25.1
Total 680 100.0
2
Banks technology gives more
freedom of mobility
Not Agree 145 21.3
Neutral 170 25.0
Agree 183 26.9
Total 680 100.0
3
Banks technology more
convenient to use delivery
channels
Not Agree 115 16.9
Neutral 141 20.7
Agree 158 23.2

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Total 680 100.0
4
Banks technology reduce
human disturbance
Not Agree 71 10.4
Neutral 185 27.2
Agree 183 26.9
Total 680 100.0
5
Banks technology enable
flexible use in anywhere
Not Agree 86 12.6
Neutral 213 31.3
Agree 182 26.8
Total 680 100.0
The table 6 shows it reveals the Customer Perception Banks technology is accessible
beyond regular business hours of the respondents in the study area. Out of 680 respondents, 16.6
per cent are belong to the Strongly Not Agree, 25.0 per cent are belong to the Strongly Agree.
As regards the Banks technology gives more freedom of mobility of the respondents, 8.2
The table shows Banks technology more convenient to use delivery channels of the
respondents, 14.4 per cent of the respondents belong to the of Strongly Not Agree, 24.7 per cent
of the respondents belong to the of Strongly Agree.
The table shows the Banks technology reduce human disturbance of the respondents, 16.9
The table shows Banks technology enable flexible use in anywhere of the respondents,
T – Test
Table No – 7
Group Statistics - Gender Vs Customer Perception
Factors Gender N Mean Std. Deviation Std. Error Mean
Acceptability
Male 495 16.31 2.560 .115
Female 185 13.51 2.757 .203
Safety
Male 495 15.93 3.044 .137
Female 185 14.63 3.209 .236
Availability
Male 495 16.94 3.006 .138
Female 185 15.44 2.752 .202
User friendliness
Male 495 16.58 2.563 .115
Female 185 15.98 2.541 .187

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Accessibility
Male 495 16.94 2.427 .109
Female 185 15.02 2.941 .216
The table 7 indicates that the group statistics for analyzing the gender of male and female
with respect to acceptability of the business innovation practices of select public sector banks.
The mean values of the variables range from 16.31 to 13.51 with consistent standard deviation.
The standard error means are also found to be consistent for the variables. Hence, it is clear that
there is association between the two.
The table also shows that the group statistics for analyzing the gender of male and female
with respect to safety of the business innovation practices of select public sector banks. The
mean values of the variables range from 15.93 to 14.63 with consistent standard deviation. The
standard error means are also found to be consistent for the variables. Hence, it is clear that there
is association between the two.
with respect to availability of the business innovation practices of select public sector banks. The
mean values of the variables range from 16.94 to 15.44 with consistent standard deviation. The
standard error means are also found to be consistent for the variables. Hence, it is clear that there
is association between the two.
with respect to user friendliness of the business innovation practices of select public sector
banks. The mean values of the variables range from 16.58 to 15.98 with consistent standard
deviation. The standard error means are also found to be consistent for the variables. Hence, it is
clear that there is association between the two.
with respect to accessibility of the business innovation practices of select public sector banks.
The mean values of the variables range from 16.94 to 15.02 with consistent standard deviation.
The standard error means are also found to be consistent for the variables. Hence, it is clear that
there is association between the two.
Table No - 8
Independent Samples Test
Hypothesis: There is no significant difference between genders with respect to perceptual
factors of business innovation practices of select public sector banks
Factors
Assumption
about
Variance
Levene’s Test for
Equality of
Variance
t- test for Equality of Means
F Sig t df
Sig.
(2-
tailed)
Mean
Difference
Acceptability
Equal variances
assumed
2.381 .123 12.426 678 .000 2.800
Equal
Variances not
assumed
12.013 309.704 .000 2.800

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Safety
Equal variances
assumed
1.086 .298 4.878 678 .000 1.299
Equal
Variances not
assumed
4.762 315.276 .000 1.299
Availability
Equal variances
assumed
8.132 .004 5.803 678 .000 1.492
Equal
Variances not
assumed
6.095 365.037 .000 1.492
User
friendliness
Equal variances
assumed
6.239 .013 2.730 678 .007 .601
Equal
Variances not
assumed
2.740 332.611 .006 .601
Accessibility
Equal variances
assumed
16.300 .000 8.646 678 .000 1.920
Equal
Variances not
assumed
7.926 282.715 .000 1.920
*.Significance at 5% level
Levence’s test on acceptability of business innovation practices of select public sector
banks (F=2.381, p>0.05), has a probability greater than 0.05, it can be assumed that variances are
relatively equal. Therefore, we can use the t-test and two-tail significance for the equal variance
estimates to determine acceptability of business innovation practices of select public sector banks
of two group of gender viz, male and female. It indicates p<0.05 significant (t=2.800, p<0.05). It
shows that there exists a no significant difference among acceptability of business innovation
practices of select public sector banks.
The above table shows that safety of business innovation practices of select public sector
estimates to determine safety of business innovation practices of select public sector banks of
two group of gender viz, male and female. It indicates p<0.05 significant (t=1.299, p<0.05). It
shows that there exists a no significant difference among safety of business innovation practices
of select public sector banks.
The above table shows that availability of business innovation practices of select public
sector banks (F=16.300, p>0.05), has a probability greater than 0.05, it can be assumed that
variances are relatively equal. Therefore, we can use the t-test and two-tail significance for the
equal variance estimates to determine availability of business innovation practices of select
public sector banks of two group of gender viz, male and female. It indicates p<0.05 significant
(t=1.492, p<0.05). It shows that there exists a no significant difference among availability of
business innovation practices of select public sector banks.

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The above table shows that user friendliness of business innovation practices of select
public sector banks (F=6.239, p>0.05), has a probability greater than 0.05, it can be assumed that
equal variance estimates to determine user friendliness of business innovation practices of select
(t=.601, p<0.05). It shows that there exists a no significant difference among user friendliness of
The above table shows that user accessibility of business innovation practices of select
equal variance estimates to determine accessibility of business innovation practices of select
(t=1.920, p<0.05). It shows that there exists a no significant difference among accessibility of
T – Test
Table No – 9
Group Statistics – Marital Status Vs Customer Perception
Factors
Marital
Status
N Mean Std. Deviation Std. Error Mean
Acceptability
Married 525 15.50 3.031 .132
Unmarried 155 15.73 2.378 .191
Safety
Married 525 15.43 3.269 .143
Unmarried 155 16.08 2.611 .210
Availability
Married 525 16.77 2.823 .123
Unmarried 155 15.71 3.627 .291
User friendliness
Married 525 16.06 2.425 .106
Unmarried 155 17.64 2.672 .215
Accessibility
Married 525 16.33 2.682 .117
Unmarried 155 16.72 2.802 .225
The table indicates that the group statistics for analyzing the marital status of married and
unmarried with respect to acceptability of the business innovation practices of select public
sector banks. The mean values of the variables range from 15.50 to 15.73 with consistent
standard deviation. The standard error means are also found to be consistent for the variables.
Hence, it is clear that there is association between the two.
The table also shows that the group statistics for analyzing the marital status of married
and unmarried with respect to safety of the business innovation practices of select public sector
and unmarried with respect to availability of the business innovation practices of select public

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and unmarried with respect to user friendliness of the business innovation practices of select
public sector banks. The mean values of the variables range from 16.06 to 17.64 with consistent
and unmarried with respect to accessibility of the business innovation practices of select public
Table No - 10
Hypothesis: There is no significant difference between marital status with respect to perceptual
Factors
Assumption about
Variance
Levene’s Test for
Equality of
Variance
F Sig t df
Sig.
(2-tailed)
Mean
Difference
Acceptability
Equal variances
assumed
27.151 .000
-.869 678 .385 -.230
Equal Variances not
assumed
-.990 315.827 .323 -.230
Safety
Equal variances
assumed
4.179 .041
-2.289 678 .022 -.655
Equal Variances not
assumed
-2.584 309.973 .010 -.655
Availability
Equal variances
assumed
24.066 .000 3.840 678 .000 1.062
Equal Variances not
assumed
3.357 212.028 0.001 1.062
User
friendliness
Equal variances
assumed
.127 .721
-6.975 678 .000 -1.583
Equal Variances not
assumed
-6.617 233.918 .000 -1.583
Accessibility
Equal variances
assumed
.657 .418
-1.553 678 .121 -.385
Equal Variances not -1.516 243.342 .131 -.385

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assumed
banks (F=27.151, p>0.05), has a probability greater than 0.05, it can be assumed that variances
are relatively equal. Therefore, we can use the t-test and two-tail significance for the equal
variance estimates to determine acceptability of business innovation practices of select public
sector banks of two group of marital status viz, married and unmarried. It indicates p<0.05
significant (t=-.230, p<0.05). It shows that there exists a no significant difference among
acceptability of business innovation practices of select public sector banks.
estimates to determine safety of business innovation practices of select public sector banks of
two group of marital status viz, married and unmarried. It indicates p<0.05 significant (t=-.655,
p<0.05). It shows that there exists a no significant difference among safety of business
innovation practices of select public sector banks.
public sector banks of two group of marital status viz, married and unmarried. It indicates p<0.05
significant (t=1.062, p<0.05). It shows that there exists a no significant difference among
availability of business innovation practices of select public sector banks.
public sector banks (F=.127, p>0.05), has a probability greater than 0.05, it can be assumed that
equal variance estimates to determine user friendliness of business innovation practices of select
significant (t=-1.183, p<0.05). It shows that there exists a no significant difference among user
friendliness of business innovation practices of select public sector banks.
public sector banks (F=.657, p>0.05), has a probability greater than 0.05, it can be assumed that
accessibility of business innovation practices of select public sector banks.
T – Test
Table No – 11
Group Statistics – Type of Account Vs Customer Perception
Factors
Type of
Account
N Mean Std. Deviation Std. Error Mean
Acceptability Savings 496 15.70 2.656 .119

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Current 184 15.14 3.433 .253
Safety
Savings 496 15.96 2.625 .118
Current 184 14.55 4.066 .300
Availability
Savings 496 16.41 2.898 .130
Current 184 16.85 3.431 .253
User friendliness
Savings 496 16.52 2.374 .107
Current 184 16.14 3.023 .223
Accessibility
Savings 496 16.61 2.553 .115
Current 184 15.89 3.048 .225
The table indicates that the group statistics for analyzing the type of account of savings
and current with respect to acceptability of the business innovation practices of select public
The table also shows that the group statistics for analyzing the type of account of savings
and current with respect to safety of the business innovation practices of select public sector
and current with respect to availability of the business innovation practices of select public sector
and current with respect to user friendliness of the business innovation practices of select public
and current with respect to accessibility of the business innovation practices of select public
Table No - 12
Hypothesis: There is no significant difference between types of account with respect to
perceptual factors of business innovation practices of select public sector banks
Factors
Assumption
about
Variance
Levene’s Test for
Equality of
Variance

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F Sig t df
Sig.
(2-
tailed)
Mean
Difference
Acceptability
Equal variances
assumed
30.020 .000 2.257 678 .024 .562
Equal
Variances not
assumed
2.010 268.405 .045 .562
Safety
Equal variances
assumed
96.484 .000 5.277 678 .000 1.403
Equal
Variances not
assumed
4.357 241.814 .000 1.403
Availability
Equal variances
assumed
10.670 .001
-
1.657
678 .098 -.437
Equal
Variances not
assumed
-
1.535
285.343 .126 -.437
User
friendliness
Equal variances
assumed
14.838 .000 1.702 678 .089 .377
Equal
Variances not
assumed
1.525 271.071 .128 .377
Accessibility
Equal variances
assumed
2.486 .115 3.110 678 .002 .724
Equal
Variances not
assumed
2.869 283.605 .004 .724
variance estimates to determine acceptability of business innovation practices of select public
sector banks of two group of type of account viz, savings and current. It indicates p<0.05
significant (t=.562, p<0.05). It shows that there exists a no significant difference among
acceptability of business innovation practices of select public sector banks.
variance estimates to determine safety of business innovation practices of select public sector
banks of two group of type of account viz, savings and current. It indicates p<0.05 significant

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(t=-1.403, p<0.05). It shows that there exists a no significant difference among safety of business
public sector banks of two group of type of account viz, savings and current. It indicates p<0.05
availability of business innovation practices of select public sector banks.
public sector banks (F=14.838, p>0.05), has a probability greater than 0.05, it can be assumed
that variances are relatively equal. Therefore, we can use the t-test and two-tail significance for
the equal variance estimates to determine user friendliness of business innovation practices of
select public sector banks of two group of type of account viz, savings and current. It indicates
p<0.05 significant (t=.377, p<0.05). It shows that there exists a no significant difference among
user friendliness of business innovation practices of select public sector banks.
public sector banks of two group of type of account viz, savings and current. It indicates p<0.05
accessibility of business innovation practices of select public sector banks.
One way ANOVA
Table No – 13
Hypothesis: There is no significant difference between Occupation with respect to perceptual
factors Source
Sum of
Squares
df
Mean
Square
F Sig.
Acceptability
Between Groups 592.817 4 148.2014 19.625 .000
Within Groups 5097.382 675 7.552
Total 5690.199 679
Safety
Between Groups 429.466 4 107.367 11.558 .000
Within Groups 6270.403 675 9.289
Total 6699.869 679
Availability
Between Groups 444.984 4 111.246 12.744 .000
Within Groups 5892.428 675 8.730
Total 6337.412 679
User
friendliness
Between Groups 382.639 4 95.660 15.754 .000
Within Groups 4098.584 675 6.072
Total 4481.222 679

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Accessibility
Between Groups 358.875 4 89.719 13.055 .000
Within Groups 4638.677 675 6.872
Total 4997.551 679
One-way ANOVA was applied to find the significant mean difference between the
customer perception and acceptability of business innovation practices of select public sector
banks and the result showed that there is a no significant difference between (F-value = 19.625,
p<0.05).
The above table shows that customer perception and safety of business innovation
practices of select public sector banks and the result showed that there is a no significant
difference between (F-value = 11.558, p<0.05).
The above table shows that customer perception and availability of business innovation
The above table shows that customer perception and user friendliness of business
innovation practices of select public sector banks and the result showed that there is a no
significant difference between (F-value = 15.754, p<0.05).
The above table shows that customer perception and acceptability of business innovation
One way ANOVA
Table No – 14
Hypothesis: There is no significant difference between Annual Income with respect to
factors Source Sum of
Squares
df Mean
Square
F Sig.
Acceptability
Between Groups 333.354 3 111.118 14.022 .000
Within Groups 5356.844 676 7.924
Total 5690.199 679
Safety
Between Groups 326.612 3 108.871 11.548 .000
Within Groups 6373.257 676 9.428
Total 6699.869 679
Availability
Between Groups 140.376 3 46.792 5.104 .002
Within Groups 6197.036 676 9.167
Total 6337.412 679
User
friendliness
Between Groups 74.792 3 24.931 3.825 .010
Within Groups 4406.430 676 6.518
Total 4481.222 679
Accessibility
Between Groups 550.130 3 183.377 27.873 .000
Within Groups 4447.421 676 6.579
Total 4997.551 679

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p<0.05).
One way ANOVA
Table No – 15
Hypothesis: There is no significant difference between Area of Residence with respect to
factors Source Sum of
Squares
df Mean
Square
F Sig.
Acceptability
Between Groups 605.524 2 302.762 40.311 .000
Within Groups 5084.674 677 7.511
Total 5690.199 679
Safety
Between Groups 194.079 2 97.039 10.098 .000
Within Groups 6505.790 677 9.610
Total 6699.869 679
Availability
Between Groups 230.893 2 115.447 12.799 .000
Within Groups 6106.518 677 9.020
Total 6337.412 679
User
friendliness
Between Groups 95.207 2 47.603 7.348 .001
Within Groups 4386.015 677 6.479
Total 4481.222 679
Accessibility
Between Groups 1141.595 2 570.797 100.216 .000
Within Groups 3855.957 677 5.696
Total 4997.551 679
p<0.05).

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Chi – Square Tests
Table No – 16
Hypothesis: There is no significant association between age group and availability of business
innovation practices of select public sector banks
Value df
Asymptotic Significance
(2-sided)
Pearson Chi – Square 62.298a
6 .000
Likelihood Ratio 62.393 6 .000
Linear – by – Linear Association 26.713 1 .000
N of Valid Cases 680
a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is 18.17.
Chi-square test was applied to test the association between age group and availability
business innovation practices of select public sector banks in Tiruchirappalli District. The test
indicates that the calculated chi-square value is 62.298a
.p- value is .000 at 5 per cent level of
significance. Since the p-value is less than 0.05 (x2
62.298a
, p< 0.05) the null hypothesis is
rejected. Hence, there is a no significant association between age group and availability of
business innovation practices of select public sector banks. It is clear that age group is one of the
major parameters to measure the availability business innovation practices of select public sector
banks.
Table No – 17
Hypothesis: There is no significant association between age group and friendliness of business
Value df
(2-sided)
6 .000
Linear – by – Linear Association 1.329 1 .249

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Chi-square test was applied to test the association between age group and friendliness
100.960a
rejected. Hence, there is a no significant association between age group and friendliness of
major parameters to measure the friendliness business innovation practices of select public sector
banks.
Table No – 18
Hypothesis: There is no significant association between age group and accessibility of business
Value df
(2-sided)
6 .000
Linear – by – Linear Association .205 1 .650
Chi-square test was applied to test the association between age group and accessibility
55.881a
rejected. Hence, there is a no significant association between age group and accessibility of
major parameters to measure the accessibility business innovation practices of select public
sector banks.
Overall Hypothesis
Sl.No Hypothesis Test Value Sig. Result
1 There is no significant difference between
genders with respect to perceptual factors of
business innovation practices of select public
sector banks
T - Test 2.800 0.05 Rejected
Marital Status with respect to perceptual
factors of business innovation practices of
select public sector banks
T - Test -.230 0.05 Rejected
Type of Account with respect to perceptual
T - Test .562 0.05 Rejected

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Occupation with respect to perceptual factors
of business innovation practices of select
public sector banks
One way -
Anova
19.625 0.05 Rejected
Annual Income with respect to perceptual
One way -
Anova
Area of Residence with respect to perceptual
One way -
Anova
Age Group with respect to perceptual factors
of business innovation practices of select
public sector banks
Chi Square 55.881 0.05 Rejected
As per the above table of hypothesis all null hypothesis was rejected. Therefore, it is
concluded that, there is a significant relationship between demographic profile and perceptual
factors of business innovation practices of select public sector banks in Tiruchirappalli District.
Customer perception is one of the important components which decide the customer
retention and reputation of the concerned banking sector in a particular period. Business
innovation practices are the common strategy to promote the business activities with the help of
innovative and technology oriented approaches. In this view, this chapter highlighted customer
perception towards business innovation practices with respect to acceptability, safety,
availability, friendliness and accessibility.
Findings
It has been noted that majority of the business innovation practices of select public sector
banks belong to male (72.8%) gender and the few of the business innovation practices of select
public sector banks comes under female (27.2%) gender.
It has been found that maximum number of the business innovation practices of select
public sector banks were in the age group of 31-40 years (33.5%) and minimum number of the
business innovation practices of select public sector banks were in the age group of above 50
years (12.8%).
A Maximum number of the business innovation practices of select public sector banks
were belonged to married (77.2%) marital status and minimum number of the business
innovation practices of select public sector banks were belonged to unmarried (22.8%) marital
status.
A maximum number of the business innovation practices of select public sector banks
belonged to 4-5 (64.7%) family size and minimum number of the business innovation practices
of select public sector banks belonged to more than 5 (12.4%) family size.

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It has been noted that majority of the business innovation practices of select public sector
banks were up to college level (68.7%) educational qualification and business innovation
practices of select public sector banks comes under illiterate (8.4%) educational qualification.
It has inferred that majority of the business innovation practices of select public sector
banks were private job (37.4%) in the study area and the rest belonged to Professional (6.2%)
occupation.
It has been observed that majority of the business innovation practices of select public
sector banks were 2,00,000 to 3,00,000 (35.4%) annual income and few of the business
innovation practices of select public sector banks were below 1,00,000 (10.3%) annual income.
A Maximum number of the business innovation practices of select public sector banks
were more than 5 years (77.2%) banking experience and minimum number of the business
innovation practices of select public sector banks were less than 2 years (6.3%) marital status.
Majority of the business innovation practices of select public sector banks were area of
residence in the urban area (50.4%) and remaining were area of residence in the semi-urban area
(16.1%).
Majority of the business innovation practices of select public sector banks were type of
account in the savings (72.9%) and remaining were type of account in the current (27.1%).
Levence’s t-test shows that there is a no significant related the variables in gender like
male and female with acceptability, safety, availability, friendliness, accessibility of business
innovation practices of select public sector banks. T-test shows that there is a no significant
related the variables in marital status like married and unmarried with acceptability, safety,
availability, friendliness, accessibility of business innovation practices of select public sector
banks. T-test shows that there is a no significant related the variables in type of account like
savings and current with acceptability, safety, availability, friendliness, accessibility of business
The ANOVA result shows that the demographic profile of Occupation, Annual Income
and Area of Residence significant difference (p< 0.05) with respect to the perceptual factors of
business innovation practices of select public sector banks at 5 percent level of significance.
Chi-square test shows that there is a no significant association between age group of the
respondents and acceptability, safety, availability, friendliness and accessibility of business
Suggestion
Customers are the major player of any sector which depends on their perception about the
services provided by the concerned banks. With this view, customer perception towards business
innovation practices of select banking sector in Tiruchirappalli District has been divided into five
major components such as Acceptability, Safety, Availability, User friendliness and
Accessibility. All these components consist of five major variables considered. Hence, these
component is significantly influence the perception of customer towards innovative banking
practices. Mindset of customers has changed and customers are expecting more sophisticated
services from the bankers in a safe, speedy and accurate manner. If the bankers fulfill the
expectations of the customers they will be satisfied and continue as sustainable customer.
Therefore, bankers should concentrate more on achieving customer perception with respect to
acceptability, safety, availability, user friendliness and accessibility.

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Customer perception towards acceptability through business innovation practices is the
major consideration in the present day banking environment. So Bank’s technology is
personalized, Bank’s technology recognizes customers by name, Bank’s technology provides the
precise information that is needed, Bank’s technology provides the needed reports / statements
and Bankers technology is considered as universal.
Safety is also one of the major components that influence customer perception which
consists of Bank’s technology is safe to use, The risk associated with the bank’s technology is
low, Personal information is Protected, Appropriate safety measures are maintained and Risk
production strategies are adopted.
Business innovation practices leads to availability of banking services without any
geographical limitations. With this view, customers perception towards availability which
consists of Bank’s technology provides on-line support, Bank’s help desk provides 24 X 7
supports, Bank delivery channels are quick, Adequate Banking Innovation is available and It
reduce regional imbalance.
User friendliness is one of the appropriate considerations which decide the customer
perception. It consist of Bank’s technology is user friendly, Bank’s technology is reliable, Bank’s
technology never fails, Availability of internet made easy and Mobile phone penetration make
easy variables of which mobile phone penetration is one of the most important variables which
decide the customer perception.
Customer perception is also depends on accessibility to banking service with respect to
business innovation. Accessibility concerned with, Bank’s technology is accessible beyond
regular business hours, Bank’s technology gives more freedom of mobility, Bank’s technology
more convenient to use delivery channels, Bank’s technology reduce human disturbance and
Bank’s technology enable flexible use in anywhere of which flexible in use anywhere dominate
more than others. Therefore, bankers should have an awareness of the above mentioned
components towards achieving customer perception with respect to business innovation practices
in select public sector banks in Tiruchirappalli District.
Conclusion
Customers are the major player of any sector which depends on their perception about the
services provided by the concerned banks. With this view, customer perception towards business
innovation practices of select banking sector in Tiruchirappalli District has been divided into five
major components such as Acceptability, Safety, Availability, User friendliness and
Accessibility. All these components consist of five major variables considered. Hence, this
component is significantly influence the perception of customer towards innovative banking
practices. Mindset of customers has changed and customers are expecting more sophisticated
services from the bankers in a safe, speedy and accurate manner. If the bankers fulfill the
expectations of the customers they will be satisfied and continue as sustainable customer.
Therefore, bankers should concentrate more on achieving customer perception with respect to
acceptability, safety, availability, user friendliness and accessibility.
Reference
Abdul Khalique Talukder. (2018). A Comparative Study of Customer Perception
towards Banking Services. International Journal in Management and Social Science, 6(9).

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Owen.O..Roach., & et al. (2020). Innovation and Value: Customer Perception,
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Priya.V.S.(2019). A Study on Customer Perception toward Mobile Banking Services
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