Research Methods Question 2

Write the second part of a proposal for a research project that you intend to do. Your proposal should be between 5 (minimum) and 8 (maximum) pages long on an A4-size paper using 12 Font Arial and 1.5 spacing. Your proposal MUST contain the following items. PLEASE INCLUDE REFERENCE DETAILS

1. LITERATURE REVIEW [50 marks] (a) Industry Background (b) Theoretical Perspectives (c) Dependent Variable and Independent Variables (d) Hypotheses Development (e) Theoretical Framework

2. RESEARCH METHODOLOGY [50 marks] (a) Research Design (b) Population and sampling (c) Measurement Instruments (d) Statistical Techniques (e) Limitations of the Study NOTE: It is best that you select a topic and area that you intend to do for your Final Project so that you do not waste too much time when you enrol in your Project course. Put enough thought into the topic of your choice to ensure that it is doable and feasible.

bellow details to refer before answer the above question 2.

Answer of question 1

1. Proposed Title

A STUDY ON CUSTOMERS PERCEPTION TOWARDS E-BANKING SERVICES PROVIDED BY CITI BANK IN US

2. Background / Introduction of the Study

Now a days information technology plays a vital role in banking sector. Day by day increasing change in technology world, it leads to improve E-banking services of various banks. In banking industry in the past, large queues could be observed for payment utility bills or for cash withdrawals/deposits. The banks are succeeded to reduce this queue through uses of latest technology, but still busy common people are demanding less time methods for banking transactions.in this regard, banks are going utilize internet facility for customers transactions .this method will reduce paper work, and will give quick response to customer while they remain in their office or at home. It provides various advantages to customers of various banks. Now a days people are educated more than older days, today human lives becomes machine oriented and they dont have enough time to visit bank branch than even before.

E-banking means providing banking products and services through electronic delivery channels like ATM, internet banking, telephone banking and other electronic delivery channels. Internet banking highly useful to the customer one who have computer with internet connection, they need not visit bank branch for their business transactions. Simply they can transact anywhere, anytime if they have internet connection. By dialling the telebanking number customer can get various facilities like cheque book request, balance enquiry etc...E-Banking includes the system that enables the financial institution customers, individual or business, to access accounts, transact business, or obtain information on financial products and services through a public or private network, including the internet. Customers access e-banking services using an intelligent electronic device, such as a personal computer (pc), automated teller machine (ATM), kiosk or mobile phone.

Electronic banking is a high-order construct, which consists of several distribution channels. It should be noted that electronic banking is a bigger platform than just banking via the Internet. The term electronic banking can be described in many ways. In a very simple form, it can mean the provision of information or services by a bank to its customers, via a computer, television, telephone, or mobile phone (Daniel, 1999). Electronic banking has different types of delivery channels: telephone, PC, mobile and the Internet. Moreover, Personal Computer allow customer to use all e-banking facility at home without go to the bank. It gives consumers a variety of services so they can move money between accounts, pay bills, check balances, and buy and sell mutual funds, securities and also submit electronic loan applications through PC Banking. A mobile banking service is the newest service in electronic banking Customers can check their balance and make adjustments between accounts, account transactions, payments etc. Internet is the interconnection of computer communication networks which enable the customer to perform all the banking activities over the internet. It is the latest wave in the information technology. The NET is changing everything, from the way of conduct commerce and the way of distribution of information. Several benefits of strong electronic service have also been identified as including satisfied and retained customers, attraction of new customers, development of customer relationships, increased sales and market shares, enhanced corporate image, reduced costs and increased profit margins and business performance.

The main advantage regarding E-banking is that is availability 24 hours a day and 7 days a week. Customers perception and life style plays and important role in growth of E-banking system.

The fact is that the customers are even not aware of E-banking products and services offered by the banks. So there arise the necessity for the study of customers awareness and perception towards E-banking services provided by CITI BANK.

3. Problem Statement / Research Problem(s)

SOURCES OF DATA

This study used both primary and secondary data. Primary data from the respondents were collected by using a structural questionnaire. The questionnaire was prepared with the utmost care incorporating all necessary information by using both open-ended and closed-ended questions.

The secondary data were collected from published and unpublished thesis, journals, magazines, newspapers, websites and books from libraries and internet.

DATA COLLECTION

To collect the primary data, questionnaire was distributed to the various CITI BANK customers .The primary data were collected through the well-framed questionnaire comprising optional type and Likerts five point scales.

ANALYSIS AND INTERPRETATION OF DATA

The data thus collected were classified, tabulated, analysed and interpreted with the help of relevant statistical tools of simple percentage and chi-square test. Charts, diagrams and graphs were also used in the study to simplify the data and to facilitate easy understanding.

SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from given population. It refers to technique or procedure the researcher would adopt in selecting items for sample. Random sampling method is used for selecting the sample study was conducted with a sample size of 120 respondents.

LIMITATIONS OF THE STUDY

The following limitations were faced during the study,

The accuracy of responses based on the schedule may vary among the respondents.

The time was a constraint in conducting the study.

The data for purpose of study is collected from residents in US.

4. Research Objectives

To evaluate the awareness of E-banking among the public.

To identify the most preferred E-banking services offered by CITI BANK.

To know the cause why customers are not using E-banking.

6. Significance of the Study

Today E-banking services plays an important role in daily life. A serious attempt has been made to understand the perception towards E-banking services provided by CITI BANK IN US. This project will help to know about customers perception toward E-banking products and services. The present study is limited to the analysis from the point of view of the CITI BANK customers in US.

7. Organisation of the Dissertation / Final Project

FINDINGS

Majority of the respondents are aware about E-banking services provided by CITI BANK. But only some of the respondents are using these services.

The major reason for not adopting E-Banking services by most customers is unawareness about E-Banking services provided by the bank. Another reason for not adopting E-Banking services is no privacy of customers information.

ATM is the most preferred E-banking service to the respondents. Because ATM is easy to access and it avail in near places.

Most of the respondents are using savings bank deposit of the bank. Major purpose of opening a bank account is for the purpose of improving the habit of savings. That is why they are opened savings account with the bank.

Most of people are started to using E-Banking services from more than 3 years. This is because most of the people are using at least ATM facility provided by the bank.

Only some respondents are using internet banking and mobile banking facility. Most of them aware about mobile banking and internet banking .Even though they are not using such facilities.

The major reason for using E-Banking service is convenience.24 hours access to accounts, saving time, independency in using e-banking services is also reasons for e-banking services.

Majority of respondents thinking adoption of E-Banking services is important, because of the reasons convenience, easier to use, no time limit etc.,

The educational qualification and level of awareness of E-Banking services are dependent. Because they can know more about e-banking services easily.

SUGGESTIONS

Make E-Banking services easier to local people through agents.

CITI BANK should increase ATM centres nearby customer place.

Most of the respondents like E-Banking services provided by CITI BANK. But they hesitate to use because they dont know how to use it in correct manner. CITI BANK should try to give proper training or other solution to this problem and it should try to improve their service level to face stiff competition given by other commercial banks.

Introduce more advertisements to make awareness about E-Banking services.

Give awareness to middle and low class people.

Educate the positives of E-Banking.

Technological awareness may leads to more using of E-Banking services.

Establish a customer counter at every branch so that customers can acquire relevant information.

Education should be started from school education level for spreading idea among students.

8. Summary

Some of the population is not aware about all E-Banking services provided by the bank. The CITI BANK should take proper measure for increasing the awareness level of e-banking products and services.it should started from rural areas. The bank should take some measures for better interaction with customers and for increasing awareness among public about the e-banking products and services. E-banking technology is highly useful to customers as well as banks and other organisations like government organisations. To increase productivity ,efficiency service quality of banks ,expansion of banks globally e-banking is major important of all commercial banks to adopt in their countries. CITI BANK should try to maintain proper system of maintenance for E-banking.