An Emperical Analysis on the Behaviour of the Internet Banking Users
A PROJECT REPORT
ON
“AN EMPERICAL ANALYSIS ON THE BEHAVIOUR OF THE INTERNET BANKING USERS”
SESSION 2012 - 2014
UNDER THE GUIDANCE OF
LECTURER
SUBMITTED BY
ACKNOWLEDGEMENT I express sincere thanks to my project guide Ms. for guiding me right from the inception till the successful completion of the project. I sincerely acknowledge her for extending her valuable guidance, support for literature, critical reviews of project and the report and above all the moral support she had provided to me at all stages of this project. I would also like to thank the supporting staff of for their help and cooperation throughout my project. And lastly but not least I would like to express my sincere gratitude to my parents who always supported and boosted my moral throughout the course of this study.
ABSTRACT Internet banking has evolved over the last decade from product brochure ware, to a complete financial marketplace for its online customers. Banks see Internet banking as the key channel for growth and customer retention. As such, the online banking model has moved from tactical and lower cost customer service, to a more strategic form of customer engagement. Many banks have adopted the latest technologies and added new Internet banking functionalities and features to stay ahead of the competition. However, when measured by key performance indicators such as customer growth, revenue growth, etc., the value delivered varies from bank to bank. While some banks achieve better customer response and retention from adding new technology/feature bells and whistles, others have received moderate to poor acceptance, which has undermined their return on investment. The challenge is to find the right approach and leverage the right mix of technology and features that keep customers happy and transacting over an extended period of time. This study
ON
“AN EMPERICAL ANALYSIS ON THE BEHAVIOUR OF THE INTERNET BANKING USERS”
SESSION 2012 - 2014
UNDER THE GUIDANCE OF
LECTURER
SUBMITTED BY
ACKNOWLEDGEMENT I express sincere thanks to my project guide Ms. for guiding me right from the inception till the successful completion of the project. I sincerely acknowledge her for extending her valuable guidance, support for literature, critical reviews of project and the report and above all the moral support she had provided to me at all stages of this project. I would also like to thank the supporting staff of for their help and cooperation throughout my project. And lastly but not least I would like to express my sincere gratitude to my parents who always supported and boosted my moral throughout the course of this study.
ABSTRACT Internet banking has evolved over the last decade from product brochure ware, to a complete financial marketplace for its online customers. Banks see Internet banking as the key channel for growth and customer retention. As such, the online banking model has moved from tactical and lower cost customer service, to a more strategic form of customer engagement. Many banks have adopted the latest technologies and added new Internet banking functionalities and features to stay ahead of the competition. However, when measured by key performance indicators such as customer growth, revenue growth, etc., the value delivered varies from bank to bank. While some banks achieve better customer response and retention from adding new technology/feature bells and whistles, others have received moderate to poor acceptance, which has undermined their return on investment. The challenge is to find the right approach and leverage the right mix of technology and features that keep customers happy and transacting over an extended period of time. This study