Ussage and impediments of technology enabled services in banking sector

International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 –
6510(Online), Volume 4, Issue 2, March- April (2013)
253
USSAGE AND IMPEDIMENTS OF TECHNOLOGY ENABLED
SERVICES IN BANKING SECTOR
*P.Satheesh Babu & **Dr.Y.Lokeswara Choudary
*Research Scholar, School of Management, SRM University, Kattankulathur,
Chennai-603203.
**Research supervisor, School of Maritime Management, Indian Maritime University,
Chennai-600119.
1. INFORMATION TECHNOLOGY IN MODERN ERA
Information technology refers to all forms of technology applied to processing,
storing and transmitting information in electronic form. The physical equipments used for
information processing include computers, communication equipments and networks, fax
machines. Information is a processed data used for decision making during uncertainty.
Information systems execute organized procedures that process and communicate
information. Information technology extends far beyond the computational capabilities of
computers. Today computers are used extensively for data storage, computation and
communication. Information technology is concerned with computation and communications.
Internet offers new opportunities to both consumers and producers of information in business
transactions. Detailed and extensive information are needed in business both in commercial
or administrative functions. . More information is required to process business applications
like sales details, marketing analysis, accounting, salary details, personnel management,
industrial applications like inventory, stock etc Due to the size and complexity of the data,
computers become vital to manage them effectively. Computers are largely employed as an
“aid to the management” in administering the business and commercial applications for faster
process and better results.
2. INFORMATION TECHNOLOGY IN COMMERCIAL BANKING SECTOR
In the five decades since independence, banking in India has evolved through
Traditional phase,(1786-1969),Nationalization phase(1969-1980),Post Nationalization phase
(1980-1991),Reform phase(from 1991).During Fourth phase, also called as Reform Phase,
Recommendations of the Narasimhan Committee (1991) paved the way for the reform phase
INTERNATIONAL JOURNAL OF MANAGEMENT (IJM)
ISSN 0976-6502 (Print)
ISSN 0976-6510 (Online)
Volume 4, Issue 2, March- April (2013), pp. 253-266
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254
in the banking. Important initiatives with regard to the reform of the banking system were taken
in this phase. Entry of new banks resulted in a paradigm shift in the ways of banking in India. The
growing competition and growing expectations led to increased awareness amongst banks on the
role and importance of technology in banking. The arrival of foreign and private banks with their
superior state-of-the-art technology-based services pushed Indian Banks also to follow suit by
going in for the latest technologies so as to meet the threat of competition and retain their
customer base. Indian banking industry, today is in the midst of an IT revolution. Combinations
of regulatory and competitive reasons have led to increasing importance of total banking
automation in the Indian Banking Industry. Information Technology has basically been used
under two different avenues in Banking. One is Communication, Connectivity and other is
Business Process Reengineering. Information technology enables sophisticated product
development, better market infrastructure, implementation of reliable techniques for control of
risks and helps the financial intermediaries to reach geographically distant and diversified
markets.
3. GREAT MILESTONES
In India, banks as well as other financial entities entered the world of information
technology and with Indian Financial Net (INFINET). INFINET, a wide area satellite based
network (WAN) using VSAT (Very Small Aperture Terminals) technology, was jointly set up by
the Reserve Bank and Institute for Development and Research in Banking Technology (IDRBT)
in June 1999.The first set of applications that could benefit greatly from the use of technological
advances in the computer and communications area relate to the Payment systems which form the
lifeline of any banking activity. The process of reforms in payment and settlement systems has
gained momentum with the implementation of projects such as NDS (Negotiated Dealing
System), CFMS (Centralized Funds Management System) for better funds management by banks
and SFMS (Structured Financial Messaging Solution) for secure message transfer. This would
result in funds transfers and funds-related message transfer to be routed electronically across
banks using the medium of the INFINET. Negotiated dealing system (NDS), which has become
operational since February 2002 and RTGS (Real Time Gross Settlement system) which has
become operational from the end of 2003 are other major developments in the area. Internet has
emerged as an important medium for delivery of banking products & services. Detailed
guidelines of RBI for Internet Banking has prepared the necessary ground for growth of Internet
Banking in India. The Information Technology Act, 2000 has given legal recognition to creation,
transmission and retention of an electronic (or magnetic) data to be treated as valid proof in a
court of law, except in those areas, which continue to be governed by the provisions of the
Negotiable Instruments Act, 1881.
4. OBJECTIVES OF THE STUDY
1. To find out the level of awareness of the customers on technology services in the sample
area.
2. To find out the problems faced by the customers in availing the technology services in
banks.
3. To find out the reasons for not using the technology services offered by the banks.
4. To analyze the factors influencing the selection of technology services offered by banks.

255
5. NEED FOR STUDY
For a long time, Indian banks faced very little competition and operated in a protected
economy. Now, well-computerized foreign banks are beginning to compete seriously with
the nationalized banks. Banks which use IT mainly focus on three areas viz. Meeting a
customer’s service expectations, cutting down the costs, managing dynamic competitive
environment. For this, the banks are venturing into new financial products and service
options that would help them grow without losing existing customers. And any new financial
product or service that a bank offers will be intrinsically related to technology. Automation is
the basic thing that banks need to have in place. It involves a combination of centralized
networks, operations, and a core banking application. Automation enables banks to offer
24x7x365 service using lesser manpower. But to be really competitive, banks need to think
beyond just basic automation. In this context this study has become very vital to find out the
service- satisfaction level of the customer. Therefore the researcher decided to study the
impact of Information Technology on the functioning and productivity of Commercial Banks
in Chennai City of Tamil Nadu.
6. RESEARCH METHODOLOGY
The present study has adopted both descriptive and analytical methodologies. The
descriptive methodology has been focused on review in the literary evidences that are
available through external and internal sources. As the study is based on the services and their
satisfaction thereon. Measurement of satisfactory level is with respect to various service
ingredients. Hence the analytical process has become inevitable, resulting in the adoption of
analytical methodology. A questionnaire has been designed in four segments consisting of
personal data, determinant of customer satisfaction, services provided by the bank. This
research has primarily been based on the primary data collected from the select respondent
customers of the selected commercial banks in Chennai. The oral interview has also been
conducted wherever necessary to add clarity to certain key issues.
7. SAMPLE SIZE
The sample size is determined by using the scientific method, by using the pilot study
standard deviation of the sample of 50 respondents, by allowing the standard error at 5%
level. The sample size was determined by using the following formula. Sample Size (N)=
(ZS/E)2
Where,
Z= Standard value corresponding to a confidence level of 95%=1.96
S= Sample SD from the pilot study of 50 samples= 0.548
E=Acceptable error= 5%= 0.05
The sample size should be = (N)= (ZS/E)2
= (1.96*0.548/0.05)2
= 461.46 or 462.

256
Table showing reliability alpha of the data collection instrument
S.No Description No.of
items
Alpha
value
1 Profile of the sample respondents 10 0.8917
2 Technology services-Level of awareness 13 0.8899
3 Problems in availing technology services 10 0.8415
4 Reasons for not availing technology services 10 0.8822
5 Factors considered while adopting to technology services 10 0.8294
6 Suggestions to improve the technology services usage 15 0.8775
The overall reliability of the questionnaire is represented by the Corn Bach’s alphas is 0.8653
and found reliable to proceed with the data collection.
8. DATA ANALYSIS AND INTERPRETATION
In this section the analysis of the data is done by using the appropriate statistics
through SPSS version 15. The first part of the study deals with descriptive statistics and the
second part deals with inferential statistics. The major findings and the results of the analysis
is discussed in the light of existing literature and presented in a brief manner.
Descriptive statistics
Table 5.1: Distribution of sample on the basis of Experience
Age Group in years Frequency Percentage
Below 20 59 12.8
21-30 198 42.9
31-40 150 32.5
Above 40 55 11.9
Total 462 100.0
It is observed from the table 5.1 that the majority of the customers in the sample
survey using technological services offered by the banks are belongs to 21-30 years age, and
it is followed by 31-40 years age group. It indicates the role of age in adopting and availing
technological services offered by the banks. One predominant reason for such relation may be
lack of time and relocation of employees from one place to other and long working hours not
permitting them to go to bank physically. In addition, the work place may be equipped with
the online facilities and could have founds easy to complete the financial payments and other
transactions through online via technological services offered by banks. The easy and free
from logistics and waiting time may motivate the customers to use such options.
Table 5.2: Distribution of Sample on the basis of Educational Stream
Education Qualification Frequency Percentage
Upto SSLC 91 19.7
HSC 71 15.4
UG 126 27.3
PG 111 24.0
Professional 63 13.6
Total 462 100.0
Source: Primary data/Questionnaire.

257
It is noted from the table 5.2, that the majority of the respondents in the sample using
technical services offered by banks are under graduates and it is followed by post graduates.
The simple reason could be the majority of them are technical back ground and working in IT
firms having technical savvy. The way deal with things in both personal and professional life
is through technology and online. Such out comes are common and expected. It is the
responsibility of the banks to propagate the need for going to electronic and technical services
through explaining the advantages of it. In addition, technical services service quality needs
to be improved to build the confidence and trust among the customers.
Table 5.3: Distribution of sample on the basis of occupation
Occupation Frequency Percentage
Private Employee 247 53.5
Government Employee 87 18.8
Business 59 12.8
Professional 69 14.9
Total 462 100.0
Source: Primary data/Questionnaire.
It is found from the table 5.3, that the majority of the customers using technical services
offered by banks are employees working in private organizations. It indicates that the private
organizations are equipped with technical savvy, which can be allowed to use the technology
services offered by banks. In addition, private employees won’t get time to visit banks
frequently during working time. It is also difficult for them to reach the banks located in
distance places due to logistic issues and traffic. In such conditions private employees are
used to go for technological services offered by banks.
Table 5.4: Distribution of sample on the basis of Annual income
Annual Income in Lakhs Frequency Percentage
Below 1 170 36.8
1-3 177 38.3
3-5 71 15.4
Above 5 44 9.5
Total 462 100.0
It is noted from the table 5.4, that the 38.3 percent of the sample respondents are belongs to
the less than Rs.3 lakhs per year. It indicates the usage of banking services in increasing in
the recent past by the middle income group. It indicates a positive sign in the organized sector
growth and development in the country. The reported incomes are more means the
transparency of the financial deals. In addition, this group is the potential income group for
technological services adoption in the years to come. The hidden threat is the cost of services
to avail technology services needs to be kept under control to attract the lower income groups
in to the orbit of technology services.

258
Table 5.5: Showing the level of awareness of technology services among the different
qualification groups
Educational Qualification
Educational qualification
Upto
SSLC HSc UG PG Professional
Technology services Mean Mean Mean Mean Mean
Internet Banking 4.24 4.11 4.12 4.45 4.24
Electronic bill payment 3.85 4.01 3.86 4.28 4.14
Online brokerage 3.86 3.82 3.40 3.46 3.49
Online delivery of financial products 3.80 3.66 3.44 3.56 3.54
Downloading transaction inform 3.86 3.83 3.73 4.01 3.94
Loan Applications 3.85 3.79 3.60 3.65 3.54
Mobile banking 3.86 3.82 3.81 4.23 4.11
Tele Banking 3.82 3.68 3.64 3.89 3.94
Electronic Fund Transfer (ETF) 3.88 3.83 3.59 4.28 4.08
The Electronic Clearing System
(Credit)
3.89 3.72 3.52 3.71 3.98
The Electronic Clearing System (Debit) 3.90 3.66 3.39 3.75 3.92
National Electronic Fund Transfer
(NEFT)
3.74 3.49 3.35 3.53 3.68
Real Time Gross Settlement (RTGS) 3.60 3.35 3.13 3.40 3.21
It is noted from the table 5.5, that the level of awareness on the technology enabled services
are identified among the customers lower educational profile and higher educational profile
are moderate. Majority of the services are aware of the SSLC qualified customers and into
service sector, post graduate holders and professionals. It may be due to regular usage of
these services for business purposes.
Table 5.6: indicating the problems in availing technology services by the different
qualification groups
Problems in availing Technology
services
Upto
SSLC HSc UG PG Professional
Mean Mean Mean Mean Mean
Technology do not ensure privacy 4.62 4.10 3.78 3.47 3.68
Safety to the funds is at stake due to
trapping
4.08 4.01 3.72 3.48 3.48
Technology failures 4.26 3.85 3.83 3.86 3.98
Poor level of awareness on modus
operandi
4.14 3.79 3.69 3.42 3.59
Frequent change of technology 4.00 3.77 3.56 3.41 3.43
No uniformity in operations and
services
3.92 3.68 3.71 3.50 3.65
E-banks charge more hidden cost 3.91 3.85 3.70 3.50 3.71
More formalities in updating the
changes
3.97 3.85 3.64 3.38 3.68
Network related issues 4.00 3.85 3.75 3.83 3.97
Lack of availability in many places 3.81 3.80 3.67 3.61 3.73

259
The only emerged group of customers facing lot of problems in availing technology enabled
services in banks is SSLC qualification holders. It is due to higher usage for business and
service of agency services for the clients.
Table 5.7: Factors considered/influencing the adoption and availing technology services
in banks
Influencing Factors in the selection of
Technology services SD D N A SA Mean SD
Level Awareness of Technology
services
N 6 7 43 195 211
4.29 .80
% 1.30 1.52 9.31 42.21 45.67
Availability of Technology
services
N 3 23 81 252 103
3.93 .81% .65 4.98 17.53 54.55 22.29
Handling customer Grievances N 5 27 95 191 144
3.96 .92
% 1.08 5.84 20.56 41.34 31.17
Improving Security Standards N 3 19 102 215 123
3.94 .84
% .65 4.11 22.08 46.54 26.62
Developing and deployment of
user friendly services
N 6 17 92 208 139
3.99 .87
% 1.30 3.68 19.91 45.02 30.09
Graphical Screens with user
interactive nodes
N 6 21 120 178 137
3.91 .92
% 1.30 4.55 25.97 38.53 29.65
Proper Connectivity / Maintenance N 5 27 88 204 138
3.96 .91
% 1.08 5.84 19.05 44.16 29.87
Easy operating systems and
procedures
N 6 32 109 194 121
3.85 .93
% 1.30 6.93 23.59 41.99 26.19
Strong security to the electronic
data of a customer
N 8 24 89 204 137
3.95 .92
% 1.73 5.19 19.26 44.16 29.65
Updating of the customer service
information
N 12 18 106 187 139
3.92 .96
% 2.60 3.90 22.94 40.48 30.09
The prime factors considered while availing the technology enabled services are Strong
security to the electronic data of a customer, Proper Connectivity / Maintenance, Developing
and deployment of user friendly services, Handling customer Grievances, and Level
Awareness of Technology services.
Null Hypothesis (Ho): There is no association between number of years holding a bank
account and the service quality level

260
Table 5.9: cross table showing association between variables along with chi-square
result
No. of years holding Bank Account
Level of quality of
services Chi-
Square
Value
P-
ValueLow
Averag
e High
Below 5 Count 43 103 46
11.033 .087NS
% within No. of years holding Bank
Account
22.4% 53.6% 24.0%
% within Level of quality of services 33.1% 47.9% 39.3%
6-10 Count 47 72 44
Account
28.8% 44.2% 27.0%
11-15 Count 26 25 20
Account
36.6% 35.2% 28.2%
Above 15 Count 14 15 7
Account
38.9% 41.7% 19.4%
Since the p value is greater than 0.05, the null hypothesis, There is no association between
number of years holding a bank account and the service quality level is accepted at 5% level
of significance. Hence, it is confirmed that, there is no association between number of years
holding a bank account and the service quality level among the customers in the sample.
Null Hypothesis (Ho): There is no association between locality of living and the level of
quality of services availing from banks.
Table 5.10: Table 5.11: cross table showing association between variables along with
chi-square result
Locality of living
Level of quality of
services Chi-
Square
Value
P-
Value
Low
Avera
ge High
Urban Count 86 162 96
8.351 .015*
% within Locality 25.0% 47.1% 27.9%
% within Level of quality
of services
66.2% 75.3% 82.1%
Semi
urban
Count 44 53 21
% within Locality 37.3% 44.9% 17.8%
% within Level of quality
of services
33.8% 24.7% 17.9%

261
Since p value is less than 0.05, the null hypothesis, There is no association between locality
of living and the level of quality of services availing from banks is rejected at 5% level of
significance. Hence, it is inferred that, there is an association between locality of living and
the level of quality of services availing from banks at moderate level.
Null Hypothesis (Ho): There is no association between number of times visiting bank
physically and quality of services availing from banks.
Table 5.11: cross table showing association between variables along with chi-square
result
No. of times
visiting bank
per month Level of quality of services
Chi-
Square
Value
P-
Value
Low Average High
Below 3 times Count
49 114 61
29.622
0.000*
*
% within No. of times visiting
bank per month 21.9% 50.9% 27.2%
% within Level of quality of
services 37.7% 53.0% 52.1%
3-5 times Count
38 72 45
bank per month 24.5% 46.5% 29.0%
services
29.2% 33.5% 38.5%
Above 5 times Count
43 29 11
bank per month 51.8% 34.9% 13.3%
services
33.1% 13.5% 9.4%
Since p value is less than 0.001, the null hypothesis, There is no association between number
of times visiting bank physically and quality of services availing from banks is rejected at 1%
level of significance. Hence, it is inferred that, there is a highly significant association
between number of times visiting bank physically and quality of services availing from
banks.
Null Hypothesis (Ho): There is no association between purpose of visiting a bank and
quality of services availing from banks.

262
chi-square result
Purpose of
visiting to
bank
Level of quality of services Chi-
Square
Value
P-Value
Low Average High
Deposit
money
Count
46 118 64
19.453 .013*
% within Purpose of
visiting to bank
20.2% 51.8% 28.1%
% within Level of
quality of services
35.4% 54.9% 54.7%
Withdraw
cash
Count
45 48 33
% within Purpose of
visiting to bank
35.7% 38.1% 26.2%
% within Level of
quality of services 34.6% 22.3% 28.2%
Getting
information
Count
15 26 11
% within Purpose of
visiting to bank
28.8% 50.0% 21.2%
% within Level of
Apply for
loan
Count
13 15 5
% within Purpose of
visiting to bank
39.4% 45.5% 15.2%
% within Level of
quality of services
10.0% 7.0% 4.3%
Access
public utility
services
Count
11 8 4
% within Purpose of
visiting to bank 47.8% 34.8% 17.4%
% within Level of
Since, p value is less than 0.05, the null hypothesis, There is no association between purpose
of visiting a bank and quality of services availing from banks is rejected at 5% level of
significance. Based on this it is inferred that, There is a significant association between
purpose of visiting a bank and quality of services availing from banks.
Null Hypothesis (Ho): There is no association between type of bank account maintained and
the quality of services availed from banks.

263
chi-square result
Type of bank
account
maintained
Level of quality of services Chi-
Square
Value
P-
Value
Low Average High
Public Sector
Bank
Count
56 135 63
21.540 0.001**
% within Type of bank
account maintained
22.0% 53.1% 24.8%
% within Level of
Private Sector
Bank
Count
53 61 49
account maintained 32.5% 37.4% 30.1%
% within Level of
Foreign Bank Count
13 9 3
account maintained 52.0% 36.0% 12.0%
% within Level of
Co-operative
Bank
Count
8 10 2
account maintained
40.0% 50.0% 10.0%
% within Level of
Since, p value is less than 0.001, the null hypothesis, There is no association between type of
bank account maintained and the quality of services availed from banks is rejected at 1%
level of significance. Based on this, it is confirmed that, There is a highly significant
association between type of bank account maintained and the quality of services availed
from banks.

264
Factor Analysis
Table 5.14: Rotated Component Matrix showing factors emerged along with score
loadings
Items loaded as technical services 1 2 3 Factors
Internet Banking .744 .096 .104
Utility
services
Electronic bill payment .722 .188 .230
Mobile banking .705 .148 .194
Downloading transaction information .622 .216 .365
Tele Banking .561 .205 .358
Electronic Fund Transfer (ETF) .559 .556 .017
The Electronic Clearing System (Debit) .241 .781 .178
Fund transfer
services
National Electronic Fund Transfer (NEFT) .182 .771 .109
Real Time Gross Settlement (RTGS) -.034 .758 .321
The Electronic Clearing System (Credit) .337 .714 .191
Online delivery of financial products .261 .150 .818
Agency
services
Online brokerage/trading .161 .223 .791
Loan Applications .382 .224 .606
Technology enabled services of banks are broadly grouped into three types, The first kind of
services are mentioned as utility services, the second set of services are called as fund transfer
services, and the final category of services are titled as agency services.
Factor Analysis-II
Table:5.15: Problems in availing technology services by the customers along with factor
loadings and emerged factors.
Items Component
Items shown as problems 1 2 Factors
Lack of availability in many places .728 .120
Operating
problems
Network related issues .712 .062
No uniformity in operations and services .687 .320
More formalities in updating the changes .637 .244
E-banks charge more hidden cost .616 .307
Technology do not ensure privacy .042 .831
Safety and
Security problems
Safety to the funds is at stake due to trapping .129 .739
Frequent change of technology .382 .618
Poor level of awareness on modus operandi .338 .596
Technology failures .442 .544
There are two factors emerged, grouping the level of awareness of technological services
offered by the banks. They are titled as operating problems and safety and security problems.

265
10. SUMMARY AND CONCLUSION
The data analysis gives the various hidden facts with the empirical evidences. Some
of the findings of the study are: Majority of the customers in the sample survey using
technological services offered by the banks are belongs to 21-30 years age, and it is followed
by 31-40 years age group. It indicates the role of age in adopting and availing technological
services offered by the banks. One predominant reason for such relation may be lack of time
and relocation of employees from one place to other and long working hours not permitting
them to go to bank physically. The level of awareness on the technology enabled services is
identified among the customers lower educational profile and higher educational profile are
moderate. Majority of the services are aware of the SSLC qualified customers and into
service sector, post graduate holders and professionals. It may be due to regular usage of
these services for business purposes.
The prime factors considered while availing the technology enabled services are
Strong security to the electronic data of a customer, Proper Connectivity / Maintenance,
Developing and deployment of user friendly services, Handling customer Grievances, and
Level Awareness of Technology services. There is a highly significant association between
number of times visiting bank physically, purpose of visiting a bank, type of bank with which
account maintained and quality of services availing from banks. Technology enabled
services of banks are broadly grouped into three types, The first kind of services are
mentioned as utility services, the second set of services are called as fund transfer services,
and the final category of services are titled as agency services. There are two factors
emerged, grouping the level of awareness of technological services offered by the banks.
They are titled as operating problems and safety and security problems.
It is concluded that the technology enabled services are order of the day. The primary
impediments in adopting and availing them are level of awareness, availability and
accessibility, trust factor among the customers fore the data and for the money saved. It is the
responsibility of the banks to ensure the safe delivery of technology enabled services to the
bankers in the years to come. The provision of technology enabled services at affordable cost
is the strategy can succeed in the years to come. The mutually win-win situation can benefit a
lot to the banks and customer at large.
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