8/6/2019 Ch Sibtain

1/41

Advent of Electronic Banking in Pakistan

Research Proposal

Submitted By: Muhammad Sibtain Ameer

MBA-4(Evening)

Registration No: 3686/FUIEMS/MBA-2009

FUIEMS, Foundation University institute of Engineering & Management Sciences.

Contact No: 03345001842

Dated: 20-01-2011

1

8/6/2019 Ch Sibtain

2/41

DECLARATION

I, Muhammad Sibtain Ameer, hereby declare that the matter printed in this

thesis

Advent of Electronic Banking in Pakistan

Is my own word and have not been printed, published and submitted as

Research work, thesis or publication in any form in any university in Pakistan or

abroad.

Muhammad Sibtain

Ameer

2

8/6/2019 Ch Sibtain

3/41

Dedication

All the efforts in compiling this thesis are dedicated

To

My beloved Parents and Friends

And

My Honorable faculty Members of FUIEMS

As they help me in this Achievements.

3

8/6/2019 Ch Sibtain

4/41

Acknowledgement

Praise to ALLAH almighty and The HOLY PROPHET (P.B.U.H) who guided mankind to the path of

understanding, knowledge, reasoning, and research, what makes him so different than other

creatures in the universe.

I am very grateful to the Foundation University Institute of Engineering & Management

Sciences (FUIEMS) faculty for giving me this opportunity. I would like to thank the Department

of Management Sciences, supervisor Ms. Nadia without the necessary help of whom I would not

be able to accomplish this task.

I am also thankful to all the Faculty Members of FUIEMS who provide me guidelines and

enhance my interpersonal skills, and now at the end of Last semester of MBA I am able to

perform this task.

I am also grateful to honorable teachers and my friends for their help and guideline.

4

8/6/2019 Ch Sibtain

5/41

Abstract

The topic of our project is Advent of Electronic Banking in Pakistan.

The purpose of this project is to investigate the effect which information

technology has had on banking and what we should expect in the future.The

information collected through literature survey and questionnaire shows that

there are different variables that cause E- banking.

Through questionnaires and interviews we concluded that whether the bank is

a private sector or Government sector information technology effect the life of

customers. On the basis of literature survey and questionnaire we develop our

hypothesis i.e. people are getting benefit from IT resources used in banking

sector .We have followed stratified random sampling. The sample comprised of

banks. These banks are

1- MUSLIM COMMERCIAL BANK LIMITED.

2- UNITED BANK LIMITED

3- ALLIED BANK LIMITED

4- BANK OF PUNJAB LIMITED

5- BANK- AL- FALAH LIMITED

6- NATIONAL BANK PAKISTAN LIMITED

7- UNION BANK LIMITED

After getting our data through formal interviews, we come to this conclusion

that people are getting benefit from IT resources used in banking sector.

5

8/6/2019 Ch Sibtain

6/41

Table of contents

Chapter No: 1

Introduction.. 8 page Number

Background of the study......8

Electronic banking....8

Types of Electronic banking........9

Purpose of study11

Problem Statement.....12

Theoretical framework13

Hypothesis of the study..17

CHAPTER No: 2

Literature Review....18 page Number

CHAPTER No: 3

Research Methodology....27 page Number

Type of Research....27

Data Collection........30

Research Tools................30

CHAPTER No: 4

Data Analysis31 page Number

6

8/6/2019 Ch Sibtain

7/41

CHAPTER No: 5

Conclusion and Recommendations.39 page Number

Conclusion...39

Recommendation 39

CHAPTER No: 7

References..40

7

8/6/2019 Ch Sibtain

8/41

CHAPTER 1

INTRODUCTION

Background

The topic of our project is Advent of electronic banking inPakistan.

The purpose of our project is to explore the effect which information

technology has had on banking and what we should expect in the future.

The purpose of this investigation is to focus on the customers point of view in

relation to Information Technology. We intend to look deeply into the areas of

resistance to new technology by the existing staff, future plans for

incorporating Information Technology into routine bank transactions, a

comparison between the old manual systems and the present computerized

one and the implications for training.

We conducted interview of a manager of every bank. They asked how they

have been affected by the advent of Information Technology and how they feel

about all the changes it has brought. We also investigate the opinions of thecustomers who use the system by sending out some questionnaires to get a

general opinion.

The other main part of the project refers to the introduction of electronic

banking. We study the new services, which are available or will be available

soon and analyze customer reactions to them. The research involves face-to-

face interviews and questionnaires to gather the required information.

Ultimately we will try to make predictions for the future.

Electronic banking

Electronic Banking is a generic title that has been used by banks and their

corporate customers. At the same time as the packages differ, in its most basic

8

8/6/2019 Ch Sibtain

9/41

form it is a method of retrieving balance and statement information from your

bankers via your desktop PC, along with the ability to generate payments, both

domestic and international, from the same source. Whilst delivery is normally

by branded software via telephone landlines, the Internet is being offered as

an alternative in many cases, although surprisingly the service is sometimes

restricted, and the majority of business and corporate customers receiving

electronic information from their bank still use a direct connection with the

bank.

Types of Electronic Banking

1. Automated Teller Machines

An Automated Teller Machine (ATM) is an electronic machine which allows the

user to withdraw and lodge cash, pay bills, request statements etc. Each user

currently requires a card and a Personal Identification Number (PIN) to gain

access to the machine.

There are many services available from various ATMs and some of these arelisted below:

Withdraw cash up to your daily limit

Make deposits

Transfer funds between saving accounts and current accounts

Check Balances

Request mini statements

Request posted statements

Some ATM cards are also debit cards, which can be used in shops and

supermarket. The purchase amount is deducted immediately from your

account.

9

8/6/2019 Ch Sibtain

10/41

2. On-line Banking

Only 10% of the people used on-line banking for both personal and business

purposes. It was felt that on-line banking saved both time and money although

opinions varied over whether it had improved communications with the bank.

3. Telephone Banking

Telephone Banking was used by 14% of the people, all being for personal

purposes. Communications with the bank were thought to have been improved

for various reasons, for example, one person said that it enabled them to

access their account and order stationary at any time, not just during bank

opening times. Previously you would have to go to the bank to do this.

4. Credit cards

Credit cards are used by the businessmen, Travelers and other Government

officials. Bank provides a credit line in shape of Credit Card, the cardholder

spends the amount in one month and repays the spend amount in the next

month. He can pay minimum 5% of the bill and can carry over its credit in next

month. Bank charges an interest of 2% to 2.50% per month. 40 to 50 freedays are offered to the customers by the bank. Customers can earn rewards

points upon making the shopping from their credit cards. These points are

redeemable in the shape of gifts.

10

8/6/2019 Ch Sibtain

11/41

5. Fax banking

Fax Banking is mostly associated with the corporate customers or credit

cardholders having the facility of Fax. We can receive our account statements

as well as monthly credit cards bills through Fax Banking.

6. Mobile Banking:

WAP technology or SMS-based technology is used to establish a connection.

Payments to pre-defined beneficiaries, inter-account transfers or mini-

statement enquiries are functionalities available to practitioners.

Purpose of study:

The present research is an attempt to focus on the various benefits getting by

customers due to electronic banking in Pakistan.

The research objectives are these:

Identify the areas of improvement in services of banks due to

Information technology.

To identify the customers satisfaction level.

11

8/6/2019 Ch Sibtain

12/41

Problem Statement

The main problem in this regard is

How electronic banking has affected the life of customers

12

8/6/2019 Ch Sibtain

13/41

Theoretical framework

Variables

Anything that can take on varying values. Those values can differ at various

times for the same objects or persons.

Types of variables

1. Dependant Variable

2. Independent Variable

3. Moderating Variable

4. Intervening variable

Dependent variable

Variable of primary interest to the researcher. Researchers goal is to

explain or predict variability in the dependent variable. It is the main

variable that it self leads towards investigation.

Independent Variables

The factors that influence the dependant variable are Independent

Variables. When independent variable is present then dependant variable is

also present and increase and decrease in independent variable also affect

the dependant variable..

Moderating Variable

That has a strong effect on the independent variable dependant

Variable relationship. The presence of third variable (moderating

Variable) modifies the original relationship between independent

13

8/6/2019 Ch Sibtain

14/41

and dependant variable

Intervening Variables

Variable that surfaces between the time the independent variables start

operating to influence the dependant variable and the time their impact is felt

on it. It has temporary quality and time dimension, Helps to conceptualize and

explain the influence of the independent variable on dependant variable.

Variable used in research

Variable which are used in research is as below.

Independent variables

1. Phone banking

2. mobile banking

3. Internet banking

4. ATM

5. Fax banking

6. Credit cards

Dependent variable:

Problems faced by customers in banking due to information technology

Intervening variable:

1. Lake of experience

2. High charges

14

8/6/2019 Ch Sibtain

15/41

3. Quick availability information

4. Inability to use

5. Unhelpful error messages in using it

Moderating variable:

1. Quick availability of information

2. quick and fast accessibility

Measurement of variables

Dimensions

CREDIT CARDS

FAX BANKING

ATM

INTERNET BANKING

PHONE BANKING

MOBILE BANKING

Elements

Credit cards

1. Costly

2. None Awareness

Fax banking

15

Cellphone

banking

8/6/2019 Ch Sibtain

16/41

1. Un-availability to common People

2. Omission and Error.

ATM

1. Usage Experience

2. Network failure

Internet banking

1. Un-Available to every person.

2. Un-secure means of transaction.

Phone Banking

1. Recorded Instruction are not up to the Mark

2. No proper follow up by the concerned bank

Mobile BANKING

1. Errors in mini-statement enquiries.

2. Un- Available to every Person.

16

8/6/2019 Ch Sibtain

17/41

Hypothesis of the study

Problems faced by

Customers

In banking due to information

Technology

17

8/6/2019 Ch Sibtain

18/41

8/6/2019 Ch Sibtain

19/41

More than 500 cities and towns are connected to Internet in a year.

More than 90 ISPs licenses have been given, and more than 60%

are operative.

Number of Internet Registered users has been increased from

230,000 to 850,000 in a year, actual users around 2,000,000.

Approximately 500 Internet cafs, operating all over Pakistan.

E-Mail users are more than 2.5/million.

Mobile phone users have increased from 450,000 to 1,200,000 in a

year due to CPP.

International lines have been increased by 50%.

International bandwidth has increased 600%.

Spending on ICT increased more than 250%.

PC population is now more than 2.5 million.

43% growth in hardware sales in one year with more than 270,000

units sold (IDC) in 2000.

15,000 graduates at Masters and Bachelor levels in both public and

private sector are being produced.

More than 100,000 Non-Graduates like diploma holders are being

produced annually now. ( Country Report of Pakistan , 2001)

Personal Banking services through the Internet and a fully computerized

branch/off-site ATM Network. For our customers offer:

Extended working hours

Any Time Anywhere Banking

Banking Through Our ATM Network

Online E-Banking/Internet Banking

19

http://www.bankofpunjab.com/per_bankfinal.htm#1http://www.bankofpunjab.com/per_bankfinal.htm#2http://www.bankofpunjab.com/per_bankfinal.htm#3http://www.bankofpunjab.com/ibanking.htmhttp://www.bankofpunjab.com/per_bankfinal.htm#1http://www.bankofpunjab.com/per_bankfinal.htm#2http://www.bankofpunjab.com/per_bankfinal.htm#3http://www.bankofpunjab.com/ibanking.htm

8/6/2019 Ch Sibtain

20/41

E Alerts

E News

Mobile Banking

24 Hour 365 Days Interactive Customer Care Centre

Remote Customer Terminal

Tele banking / Fax Banking

Special Service For Senior Citizens

Special Service For Customer Who Cannot Physically Access The

Bank

credit cards

online accounts

Fully computerized service network .(personal banking

anonymous)

Key benefits

Simple, secure, fast and convenient access to your account

Make bill payments

Cancel direct debits and standing orders

Look at your balance Order a statement or replace lost or stolen cards

Contact a member of staff with your enquiries. (About E

Banking . Anonymous)

Forms of electronic Banking

1. Self-service terminal at bank branches

Although queuing is reduced thereby, a physical visit to the bank limits their

usefulness for practitioners.

2. Use of encoded access cards at ATMs

20

http://www.bankofpunjab.com/per_bankfinal.htm#eahttp://www.bankofpunjab.com/per_bankfinal.htm#enhttp://www.bankofpunjab.com/mobilebanking_center.htmhttp://www.bankofpunjab.com/per_bankfinal.htm#4http://www.bankofpunjab.com/per_bankfinal.htm#5http://www.bankofpunjab.com/per_bankfinal.htm#6http://www.bankofpunjab.com/per_bankfinal.htm#7http://www.bankofpunjab.com/per_bankfinal.htm#8http://www.bankofpunjab.com/per_bankfinal.htm#8http://www.bankofpunjab.com/per_bankfinal.htm#9http://www.bankofpunjab.com/per_bankfinal.htm#eahttp://www.bankofpunjab.com/per_bankfinal.htm#enhttp://www.bankofpunjab.com/mobilebanking_center.htmhttp://www.bankofpunjab.com/per_bankfinal.htm#4http://www.bankofpunjab.com/per_bankfinal.htm#5http://www.bankofpunjab.com/per_bankfinal.htm#6http://www.bankofpunjab.com/per_bankfinal.htm#7http://www.bankofpunjab.com/per_bankfinal.htm#8http://www.bankofpunjab.com/per_bankfinal.htm#8http://www.bankofpunjab.com/per_bankfinal.htm#9

8/6/2019 Ch Sibtain

21/41

The withdrawal of cash from practitioners trust accounts is not permitted. It is

also not recommended in respect of business accounts (unless petty cash is

required on an urgent basis after hours). The use of an encoded card at an

ATM could provide at the time of doing so the only means for a practitioner

legitimately to transfer funds from a trust to a business banking account (e.g.

if a sole practitioner experiences difficulties to effect such a transfer by means

of drawing a bank Cheque during normal banking hours on a trust banking

savings account as defined in s 78(1) of the Act). This form of electronic

banking is thus of limited use to practitioners.

3 telephone Banking:

Telephone banking can be performed through a consultant or through an

automated voice recorded system. It is a practical alternative for practitioners

if faxed confirmation of transactions is received.

4 mobile Banking:

WAP technology or SMS-based technology is used to establish a connection.

Payments to pre-defined beneficiaries, inter-account transfers or mini-

statement enquiries are functionalities available to practitioners.

5 Internet banking:

This direct banking system has useful practical application for small and

medium practices.

Controlled access to the banks mainframes:

Larger practices with voluminous transactions may require controlled links to

banks mainframes via a modem, or in exceptional cases, direct interfacing

with the banks.

21

8/6/2019 Ch Sibtain

22/41

Inherent risks posed by electronic banking

The three main risks identified by her are

Electronic payments are irrevocable once they are released;

Because of Straight through Processing, no validation on account names ispossible; and

The payer carries the risk of using the wrong account number.

Features of electronic banking

Cheque payments can be stopped electronically.

Cost effective and quick fund transfers take place between accounts.

Transactions can be post-dated or set up to recur periodically.

Multiple payment batches can be prepared (even off-line).

Statement enquiries are readily available and can often be imported into

electronic reconciliation systems. (Electronic banking, anonymous )

Banks and Post offices across the country are facilitating Workers Remittance

received from Overseas Pakistanis within 24 hours, without charges. There are

4 /million expatriates who send billions of dollars of foreign exchange to

Pakistan. Banks are also facilitating Cellular phone user to check their balance

and make transactions. Statement through SMS is also available. Internet

banking is available with few of the banks; with payment options. Other banks

are working on Internet banking solution. Digital Certificates availability and

security issues are delaying the projects and decision making by the banks.

(Country report Pakistan, anonymous)

22

8/6/2019 Ch Sibtain

23/41

The key to controlling transaction risk lies in adapting effective polices,

procedures, and controls to meet the new risk exposures introduced by e-

banking. Basic internal controls including segregation of duties, dual controls,

and reconcilements remain important. Information security controls, in

particular, become more significant requiring additional processes, tools,

expertise, and testing. Institutions should determine the appropriate level of

security controls based on their assessment of the sensitivity of the

information to the customer and to the institution and on the institutions

established risk tolerance level. Security controls are discussed in this booklets

Risk Management of E-Banking Activities section under the heading

Information Security Program. (E banking risk, anonymous )

Bank provides the following types of services to customers

a. Telephone banking

b. Retail Internet banking services

c. Corporate/wholesale Internet banking services

d. Internet service provider (ISP)

e. Brokerage services over the Internet

f. Insurance services over the Internet

g. Trust services over the Internet

h. Account aggregation

i. Electronic bill payment

j. Other activities (e.g. Web portals, financial calculators, cross-

marketing arrangements and alliances, unique services, etc.)

(Electronic banking activities, anonymous)

23

8/6/2019 Ch Sibtain

24/41

In addition to Internet access to your personal accounts, you can also

take advantage of our convenient Bill Payer Service. Bill Payer allows you

to pay the individuals and/or companies of your choice via the Internet

Features include:

Access account balances

Transfer money

Make GSB Loan payments

Conduct common banking tasks online

Online Cash Management Services

Bill Payer (first 20 payments included)

Payroll

Collections

EFT Tax Payments ACH Payments

ACH Receipts

Wire Transfers (regular wire fees apply)

Fast Pay In clearings

Send a File

Currency Orders (about e banking . Anonymous)

Major Benefits include:

Reduce manual accounts payable systems

Reduce manual accounts payable systems

24

8/6/2019 Ch Sibtain

25/41

Conduct transfers 24 hours a day from any PC with Internet access (e cash

management services .Anonymous)

Typical online banking usability problems in its widest sense, online banking

consists of three main parts: the 'brochure ware' marketing pages, the onlineapplication, and the transactional banking area.

All can provide poor customer experiences:

Inconsistent navigation and page layouts

On-site search engines that dont find, even when it is available

Bank-oriented jargon that is not explained

Poor feedback using interactive tools and forms

Inability to save an application and complete it later

Unhelpful error messages

Pages that are inaccessible to customers who are blind or disabled

(User Friendly e-Banking, anonymous)

The 95533 Customer Service Center at the CCB employs advanced

telecommunications technologies, and serves as a transaction and information

platform for clients. When we dial 95533, you will receive efficient

banking services easily. It includes:

l Account Access

l Account Transfer

l Payment: taxes Securities Services

l Foreign Exchange

Account Access (P95533 Customer Service Center, anonymous )

Electronic commerce has enabled us to shop from home, avoiding the

Hassles of traffic jam and save us time. Moreover, we can order products from

Any place of the world, 24 hours a day.( literature review , anonymous )

25

8/6/2019 Ch Sibtain

26/41

Pakistan is on the threshold of entering the IT era. Hindrances created by

political turmoil and uncertainty notwithstanding it can be said safely that a

large population of Pakistan has understood the importance of IT in their

national life. Government of Pakistan has also realized the importance of this

sector and is trying its best to present Pakistan as a regional IT Power in the

short and a global IT power in the long run. If the present policies and vigor

are maintained Pakistan will emerge as a vital IT player in the international

market in not-too-distant future.

Finely Pakistans affiliation with computers is now about four decades old. It

was one of the first countries in Asia when it introduces computers in banking

and airlines sector in the early sixties. Within two decades computer were used

in every walk of life and computer education became an integral part of higher

education. With the spread of personal Computers in the eighties the

computers reached homes of Pakistanis. Internet came in the early stages and

the first ISP in the region was established in 1994. As a result of policies

adopted by the government. (Country Report of Pakistan , 2001)

26

8/6/2019 Ch Sibtain

27/41

Research Methodology

CHAPTER 3

Type of research

Our project is based on the effect which information technology has had on

customer life. After the complete observation by conducting interview andquestionnaire we find the following problematic area where we need to conduct

research.

27

8/6/2019 Ch Sibtain

28/41

Changes in banking services for customers

Preliminary data collection

We gathered preliminary data by questionnaire to know the opinions of the

customers and conducted interviews of every bank manager. This allowed

finding out what the people who had to use this new technology really thought

about various issues. The questionnaire is attached at the end of the project.

Through questionnaire we conclude the following results:

1. From customers point of view

The main benefit has been the increased accessibility to branches. Telegraphic

transfers, telephone-banking, on-line banking and the enhancement of service

tills have meant more convenience for the customer. People used to have to

take time off to go to the bank and the queues in the branches were

significantly longer than today. Cheques take less time to clear, cash points

debit accounts automatically and now standard letters are sent to those who

have over-drawn from their accounts. All these developments mean that

employees have more time to spend with the customer and can put that

"human touch"back into banking.

2. From bank manager point of view

28

8/6/2019 Ch Sibtain

29/41

To further our knowledge in this area we decided to interview a senior bank

manager who, from his experience, would be able to give us an insight into the

effects technology has had on the banking industry over the years. We get

following results.

They agreed that it would play a large role in the future of their working

lives and they seemed open to changes in their jobs.

They seemed less positive about the flow of information and

communications within the bank. When changes occur they only tend to

agree that they are kept informed on the future plans of the bank and

the changes that will affect them.

The threat of losing jobs due to Information Technology is an issue,which causes much insecurity amongst employees. When asked if they

agreed that their job was secure, the average response was that they

only tended to agree with the statement. Concerning the question of

Information Technology making their job impersonal, they were fairly

neutral with some agreeing and some disagreeing.

The time spent on training for the new system was just over two weeks

on average. The employees felt that his length of time was insufficient tofully prepare them for adjusting to the new system. A lot of the training

consisted of on the job "learn while you work" accompanied by training

manuals for reference.

29

8/6/2019 Ch Sibtain

30/41

Data collection

There are two ways for data collection in research process.

1. Primary data collection.

2. Secondary data collection.

As most of the information and material related to our research is already

exist, therefore we get more information from secondary data collection as it is

easily available and less expensive as compare to primary data collection. The

relevant material, in secondary data collection, we get by visiting library and

browsing the Internet. But we also get information from primary data

Collection tools like questionnaire and interviews to find out the basic

problematic area.

Research Tools:

1. Questionnaire.

2. Personal interviews.

3. Newspapers

4. Internet

5. Magazine

6. Books/Article

30

8/6/2019 Ch Sibtain

31/41

8/6/2019 Ch Sibtain

32/41

Most of the people do not suffered from any misplacement or fraud of

funds while using E-banking services

Most of the people are satisfied with the service of E-banking

As most of the information and material related to our research is already

exist, therefore we get more information from secondary data collection as it is

easily available and less expensive as compare to primary data collection. The

relevant material, in secondary data collection, we get by visiting library and

browsing the Internet. But we also get information from primary data

Collection tools like questionnaire and interviews to find out the basic

problematic area.

1. Questionnaire.

2. Personal interviews.

3. Newspapers

4. Internet

5. Magazine

6. Books/Article

For primary data collection method we conducted the questionnaire and

personal interview under the circumstance of demission and elements form the

Managers of different bank and those customers which have bank Account.

QUESTIONNAIRE FROM THE BANKS MANAGERS

32

8/6/2019 Ch Sibtain

33/41

Subject: Research on Advent of E- banking in Pakistan

Name of the Bank: -

Name of the branch manager: -

Web Site Address of the Bank: -

E-Mail Address: -

1. Is your bank involved in e-banking?

[] Yes [] No

2. If yes, please kindly indicate which of the following areas your bank

is involved in.

[] Basic Telephone Banking

[] Automated Teller Machine (ATM)

[] Internet Banking

[] All of the above

[] Others (state

3. What other area is your bank intending to go into in future with

respect to e- banking?

4. What is the level of your banks participation in e-banking?

[] Information Only

[] Information transfer system

[] Transactional

5. Does your bank have any security policy on e banking?

33

8/6/2019 Ch Sibtain

34/41

[] Yes [] No

6. If yes, specify the various sections of the policy: -

7. S your bank making use of one or a combination of the following

security controls: -

[] Authentication

[] Firewall

[] Cryptography

[] Digital signature & certification

[] Certification Authority & Digital Certificate

[] Secured Socket Layer (SSL)

[] Public Key infrastructure (PKI)

[] Physical Security

[] All of the above

8. How often has your system (e-banking) been accessed by Intruders

or unauthorized customers?

[] Very often

[] Often

[] Occasionally

[] Not at all

34

8/6/2019 Ch Sibtain

35/41

9. In case of system (e-banking) break down, does your bank have a

contingency plan in place?

[] Yes [] No

10. If yes, what is the nature of the e banking contingency plan and

how effective is the plan?

11. How does the bank keep track of its customers or intruders that

access your e-banking facility?

12. Does the bank have training program for customers that operate

the e banking?

[] Yes [] No

13. If yes, state the form or nature of the training: -

14. If no, why?

35

8/6/2019 Ch Sibtain

36/41

15. Please comment freely on any issues / areas you want that should

be incorporated in our report.

Questionnaire from the customer

Subject: Research on Advent of E-banking in Pakistan

NAME:

AGE:

Phone No (Optional):

1. Do you have a Bank Account?

2. Do you transact with the bank on daily basis?

3. How much time does bank takes to finalize your transaction?

4. Do you want to make it quick?

36

Yes No

Yes No

Yes No

8/6/2019 Ch Sibtain

37/41

5. Do you ever experience the E-Banking?

6. Do you have experienced the following options of E-Banking?

[] Basic Telephone Banking

[] Automated Teller Machine (ATM)

[] Internet Banking

[] All of the above

[] Others (Please explain)

7. Have you find any thing new from conventional banking?

A) If YES, then please state the reasons

8. Does it save your time?

9. Do you find these services really beneficent?

10. Are you satisfied with the provision of above mentioned services?

a) If NO, then please state any other service do you want

to be provided?

37

Yes No

Yes No

Yes No

Yes No

Yes No

8/6/2019 Ch Sibtain

38/41

11. Have you ever experienced any problem related to above facilities?

A) If YES than what you have done?

12. Does bank successfully fix all the problems faced by you?

A) If No, then please explain the type/nature of

Solution?

13. Do you suffered from any temporary mis-placement or fraud of funds,

while using these services?

14. How has the bank compensated you upon happening of such event?

15. Are you satisfied with the services of E-Banking?

A) If NO, then please state the reasons?

38

Yes No

Yes No

Yes No

Yes No

Yes No

8/6/2019 Ch Sibtain

39/41

16. Please comment freely on any issues / areas you want that should be

incorporated in our report.

CHAPTER 5

Conclusion and Recommendations

Conclusion

After the analysis and interpretation we conclude that E-banking is growing

stage in Pakistan. Peoples have lack off awareness about the information

technology and E-banking. Most of customer did not know about the E-banking

as well as all those services which banks are providing to their corporate

costumer. Due to lack of experience and knowledge most of the time costumer

suffers.

Recommendations

E-banking is growing stage in Pakistan. Due to lack of experience andknowledge costumers are not able to fully utilities all services w.r.t to E-

banking. To develop the awareness among customer their should different

programs like.

Through learning programs for the customer

39

8/6/2019 Ch Sibtain

40/41

Through different advertisement

Chapter 6

Bibliography/ REFERENCES

1. www.magportal.com

2. www.mamma.com

3. (http://www1.Arabia.com/tech/article/English/0,1690,67700,00.html)

4. www.altavista.com

5. (www.oecd.org/forum2000/index.htm

6. (http://papers.nber.org/w7833)

7. (www.neweconomyindex.org)

8. ((http://www.e-commerce.gov)

9. http://papers.nber.org/w7752)

10. (http://webopedia.internet.com/TERM/s/software.html)

11. (www.yourdon.com/articles/byte9403.htm)

12. . (www.economist.com)

13. (http://www.ahram.org.eg/weekly)

14. (www.yourdon.com/articles/byte9403.htm

40

http://www.magportal.com/http://www.mamma.com/http://www1.arabia.com/tech/article/English/0,1690,67700,00.htmlhttp://www.altavista.com/http://www.oecd.org/forum2001/index.htm)http://papers.nber.org/w7833http://www.neweconomyindex.org/http://www.e-commerce.gov/http://papers.nber.org/w7752http://webopedia.internet.com/TERM/s/software.htmlhttp://www.yourdon.com/articles/byte9403.htmhttp://www.economist.com/http://www.ahram.org.eg/weeklyhttp://www.yourdon.com/articles/byte9403.htmhttp://www.magportal.com/http://www.mamma.com/http://www1.arabia.com/tech/article/English/0,1690,67700,00.htmlhttp://www.altavista.com/http://www.oecd.org/forum2001/index.htm)http://papers.nber.org/w7833http://www.neweconomyindex.org/http://www.e-commerce.gov/http://papers.nber.org/w7752http://webopedia.internet.com/TERM/s/software.htmlhttp://www.yourdon.com/articles/byte9403.htmhttp://www.economist.com/http://www.ahram.org.eg/weeklyhttp://www.yourdon.com/articles/byte9403.htm

8/6/2019 Ch Sibtain

41/41

15. (http://papers.nber.org/papers/W8095)

16. (http://papers.nber.org/papers/W8097)

17. (http://papers.nber.org/papers/W8096

18. (www.federalreserve.gov/boarddocs/speeches/2000/20000606.htm )

19. (www.itu.int/ITU-D/ict/cs/letter/egypt.htm)

20. (www.itu.int/ITU-D/ict/cs/letter/egypt.htm)..........

http://papers.nber.org/papers/W8095http://papers.nber.org/papers/W8097http://papers.nber.org/papers/W8096http://www.federalreserve.gov/boarddocs/speeches/2000/20000606.htmhttp://www.itu.int/ITU-D/ict/cs/letter/egypt.htmhttp://www.itu.int/ITU-D/ict/cs/letter/egypt.htmhttp://papers.nber.org/papers/W8095http://papers.nber.org/papers/W8097http://papers.nber.org/papers/W8096http://www.federalreserve.gov/boarddocs/speeches/2000/20000606.htmhttp://www.itu.int/ITU-D/ict/cs/letter/egypt.htmhttp://www.itu.int/ITU-D/ict/cs/letter/egypt.htm