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127
CHAPTER – IV
A STUDY ON CUSTOMER PREFERENCE AND SATISFACTION
TOWARDS VARIOUS PRODUCTS AND SERVICES IN SAMPLE
BANKS
The main aim of this chapter is to analyse customer preference and
satisfaction towards various I.T. based products and services offered by SBI
and ICICI banks. This chapter deals with the examination of the various products and
services offered by SBI and ICICI banks with the application of frequency
distribution technique. One sample t-Test has been exploited to study the
customer preference for products and services in SBI and ICICI banks. Further
k-means cluster analysis tool has been applied to group the bank customers
into different clusters based on the level of satisfaction on the computerized
services, Core banking, ATM services, Internet banking and Mobile / SMS
services and overall satisfaction of customers on various services provided by
SBI and ICICI banks. Variables like Bank Employees attitude towards
attention of Customers, Transparent information, Service quality, Service
charges, Privacy, Quickness of service, real time response, reliability and
Economy banking with visiting bank have been taken for assessing overall
satisfaction of the Sample bank customers. To evaluate the satisfaction of SBI
and ICICI customers the non-parametric chi square analysis and Mann
Whitney non parametric test are applied.
128
Table 4.1 contains the various traditional products and their association with
SBI and ICICI bank.
Table 4.1 Traditional Products
Variables
Yes No Total Grand Total
S.B.I ICICI S.B.I ICICI S.B.I ICICI
No. % No. % No. % No. % No. % No. % No. %
Savings Bank A/c 267 100 279 100 - - - - 267 100 279 100 546 100
Current A/c 196 73.4 212 76 71 26.6 67 24 267 100 279 100 546 100
Fixed deposit A/c 218 81.6 223 79.9 49 18.4 56 20.1 267 100 279 100 546 100
Recurring Deposit A/c 235 88 250 89.6 32 12 29 10.4 267 100 279 100 546 100
O.D. A/c 161 60.3 174 62.4 106 39.7 105 37.6 267 100 279 100 546 100
Loan A/c 191 71.5 207 74.2 76 28.5 72 25.8 267 100 279 100 546 100
Inference
It is observed from the above table that in SBI and ICICI banks 100%
of customers have an access with savings bank account, the percentage of
customers holding current account in SBI is 73.4% and in ICICI bank is 76%.
The fixed deposit account benefit is availed by 81.6% of customers in SBI and
79.9% of customers in ICICI. The Recurring Deposit service is acquired by
88% of customers in SBI and 89.6% of customers in ICICI bank. The
overdraft account (OD. A/c) service is obtained by 60.3% of customers in SBI
and 62.4% of customers in ICICI bank. In SBI 71.5% of customers avail the
facility of loan account and in ICICI bank 74.2% of customers are provided
with that service.
129
Table 4.2 contains Information Technology based products and theirs
association with SBI and ICICI bank.
Table 4.2 Information Technology based products
Variables
Yes No Total Grand Total
S.B.I ICICI S.B.I ICICI S.B.I ICICI
Number % Number % Number % Number % Number % Number % Number %
Recurring deposit 220 82.4 236 84.6 47 17.6 43 15.4 267 100 279 100 546 100
Annuity deposit scheme
236 88.4 241 86.4 31 11.6 38 13.6 267 100 279 100 546 100
Flexi deposit scheme
175 65.5 192 68.8 92 34.5 87 31.2 267 100 279 100 546 100
Current A/c 172 64.4 154 55.2 95 35.6 125 44.8 267 100 279 100 546 100
Premium savings A/c 192 71.9 192 68.8 75 28.1 87 31.2 267 100 279 100 546 100
Savings Plus A/c
124 46.4 143 51.3 143 53.6 136 48.7 267 100 279 100 546 100
Rent plus scheme 90 33.7 111 39.8 177 66.3 168 60.2 267 100 279 100 546 100
Medi plus scheme 121 45.3 158 56.6 146 54.7 121 43.4 267 100 279 100 546 100
Basic banking -
no frills A/c 197 73.8 189 67.7 70 26.2 90 32.3 267 100 279 100 546 100
130
Inference
Table 4.2 highlights the Information Technology based products of
SBI and ICICI banks. In SBI 82.4% of customers are in the use of Recurring
deposit account and in ICICI bank it was 84.6% of customers. In SBI 88.4% of
customers were availing the benefit of Annuity Deposit scheme and in ICICI
bank it was 86.4%. The flexi deposit scheme is operated by 68.5% of
customers in SBI and 68.8% of customers in ICICI bank. In SBI 64.4% of
customers are in use of current account and 55.2% of customers in ICICI bank
The premium savings account is carried by 71.9% of customers in SBI and in
ICICI bank 68.8% of customers are availing the service of premium saving
account. Regarding the savings plus account, in SBI 46.4% of customers
obtain the service and 51.3% of customers in ICICI bank make use of the
savings plus account service. In SBI 33.7% of customers avail the rent plus
scheme service and ICICI bank 39.8% of customers acquire the service of the
same scheme. Medi plus scheme service is derived by 45.3% of customers in
SBI and 56.6% of customers in ICICI Bank. Finally the basic banking no-frills
account is operated by 73.8% of customers in SBI and 67.7% of customers in
ICICI bank.
131
Table 4.3 contains Information Technology based products and theirs
association with SBI and ICICI bank.
Table 4.3. Information Technology based products
Variables
Yes No Total Grand Total
S.B.I ICICI S.B.I ICICI S.B.I ICICI
Number % Numbe
r % Number % Numbe
r % Number % Numbe
r % Number %
Yuva savings
bank A/c 174 65.2 172 61.6 93 34.8 107 38.4 267 100 279 100 546 100 Life plus
senior citizen scheme 267 100 279 100 267 100 279 100 546 100 Young stars
savings A/c 267 100 279 100 267 100 279 100 546 100
Escrow A/c 267 100 279 100 267 100 279 100 546 100
Salary A/c 267 100 279 100 267 100 279 100 546 100
Money multiplier
facility 267 100 279 100 267 100 279 100 546 100
Demat A/c 267 100 279 100 267 100 279 100 546 100 Trading
A/c 267 100 279 100 267 100 279 100 546 100
Inference Table 4.3 clearly states that, in SBI 65.2% of customers are focussed
towards the service of Yuva savings bank account and in ICICI bank 61.6%
customers have availed the same service. In both SBI and ICICI banks 100%
of customers have obtained the service of life plus senior citizen scheme. The
same above situation prevails in both the banks towards the young stars savings
account and Escrow account, salary account, money multiplier facility account,
Demat account and trading account.
132
Table 4.4 contains Information Technology based services and its association with SBI and ICICI bank. Table 4.4. Information Technology based services
Variables Yes No Total Grand
Total S.B.I ICICI S.B.I ICICI S.B.I ICICI Number % Number % Number % Number % Number % Number % Number %
Credit card 158 59.2 182 65.2 109 40.8 97 34.8 267 100 279 100 546 100
ATM cum Debit card 234 87.6 249 89.2 33 12.4 30 10.8 267 100 279 100 546 100
Cash + International 236 88.4 244 87.5 31 11.6 35 12.5 267 100 279 100 546 100
Travel card 231 86.5 221 79.2 36 13.5 58 20.8 267 100 279 100 546 100 International ATM cum debit card 228 85.4 223 79.9 39 14.6 56 20.1 267 100 279 100 546 100 Gold international debit card 215 80.5 214 76.7 52 19.5 85 23.3 267 100 299 100 546 100
Smart card 208 77.9 217 77.8 59 22.1 62 22.2 267 100 279 100 546 100
Gift card 214 80.14 240 86 53 19.9 39 14 267 100 279 100 546 100
Yuva card 219 82 230 82.4 48 18 49 17.6 267 100 279 100 546 100
EZ-Pay card 221 82.8 229 82.1 46 17.2 50 17.9 267 100 279 100 546 100 Vishwa Yatra foreign card 199 74.5 206 73.8 68 25.5 73 26.2 267 100 279 100 546 100
Corporate cards 185 69.3 218 78.1 82 30.7 61 21.9 267 100 279 100 546 100
Prepaid cards 226 84.6 232 83.2 41 15.4 47 16.8 267 100 279 100 546 100
133
Inference
Table 4.4 infers that in SBI 59.2% of customers use the credit card
service and in ICICI bank 65.2% of customers have the privilege of using the
service of credit card. The service of ATM cum Debit card is availed by 87.6%
of customers from SBI and 89.2% of customers form ICICI bank. In SBI
88.4% of customers acquire the service of cash + international card and in
ICICI bank 87.5% of customers obtain the service of cash + international card.
In SBI 86.5% of customers in avail the benefit of travel card and in ICICI bank
79.2% of customers are provided with the service of travel card. The service
related to international ATM cum Debit card influences 85.4% of customers in
SBI and 79.9% of customers in ICICI bank. In SBI 80.5% of customers
receive the service of Gold international Debit card and in ICICI bank 76.7% of
customers are provided with the service of gold international debit card.
As far as the services of the smart card are concerned, in SBI 77.9%
of customers are assigned with that service and in ICICI bank 77.8% of
customers experienced that service. In SBI 80.14% of customers are focussed
towards the service of Gift card and in ICICI bank the Gift card users are 86%
of the customers. The yuva card service facilitates 82% of SBI customers and
82.4% of ICICI bank customers. In SBI 82.8% of customers obtain the service
of EZ-Pay card and in ICICI bank 82.1% of customers possess the service of
EZ-Pay card. The services towards the Vishwa Card foreign travel card is
provided to 74.5% of customers in SBI and in ICICI bank 73.8% of customers
are in the use of Vishwa Yatra foreign travel card. In SBI bank 69.3% of
customers are associated with the service of corporate cards and in ICICI bank
78% of customers are in favour of the service of corporate cards. The prepaid
card service is provided to 84.6% of customers in SBI and in ICICI 83.2% of
customers avail the service of prepaid cards.
134
Table 4.5 contains Information Technology based services and theirs
association with SBI and ICICI bank.
Table 4.5. Information Technology based services
Variables
Yes No Total Grand Total
S.B.I ICICI S.B.I ICICI S.B.I ICICI
Number % Number % Number % Number % Number % Number % Number %
Internet banking services
245 91.8 246 88.2 22 8.2 33 11.8 267 100 279 100 546 100
Online trading services
226 84.6 244 87.5 41 15.4 35 12.5 267 100 279 100 546 100
Mobile banking
235 88 248 88.9 32 12 31 11.1 267 100 279 100 546 100
Demat service
258 96.6 266 96.3 9 3.4 13 4.7 267 100 279 100 546 100
Trading services
213 79.9 249 89.2 54 20.2 30 10.8 267 100 279 100 546 100
ATM services
126 47.2 160 57.3 141 52.8 119 42.7 267 100 279 100 546 100
Investment services
143 53.6 147 52.7 124 46.4 132 47.3 267 100 279 100 546 100
Cash management services
122 45.7 143 51.3 145 54.3 136 48.7 267 100 279 100 546 100
Broking services
210 78.7 227 81.4 57 21.3 52 18.6 267 100 279 100 546 100
Core banking services
177 66.3 161 57.7 90 33.7 118 42.3 267 100 279 100 546 100
RTGS and NEFT services
168 62.9 149 53.4 99 37.1 130 46.6 267 100 279 100 546 100
E-invest (IPO)
128 47.9 130 46.6 139 52.1 149 53.4 267 100 279 100 546 100
135
Inference
Table 4.5 depicts that in SBI 91.8% of customers avail the benefit of
Internet banking services and 88.2% of ICICI bank customers procure the
services of On-line banking. In SBI 84.6% customers are in favour of On-line
trading services and 87.5% customers of ICICI bank make use of On-line
trading services.
In mobile banking, services are available to 88% of customers in SBI
and 88.9% of customers in ICICI bank. The Demat account service is provided
to 96.6% of customers in SBI and 96.3% of customers in ICICI bank. Trading
through on line is carried out by 79.9% of customers in SBI and 89.2% of
customers in ICICI bank. The service offered through the device ATM is
obtained by 47.2% customers in SBI and 57.3% of customers in ICICI bank.
In SBI 53.6% of customers receive an advice regarding the
investment portfolio and make use of such services. In ICICI bank 52.7% of
customers receive the investment services. It is also observed from the above
table that in SBI 45.7% of customers make use of the cash management
services provided by the bank and in ICICI bank the similar service is acquired
by 51.3% of customers. The benefit of broking service is availed by 78.7% of
customers in SBI and in ICICI bank 81.4% of customers are benefited to
carryout their transaction through the broking services.
In SBI 66.3% of customers avail the anywhere and anytime services
through the core banking system. In ICICI bank 57.7% of customers avail the
high-tech service of core banking. The facility of Real Time Gross Settlement
and Net electronic fund transfer process are useful to 62.9% of customers in
SBI and in ICICI bank 53.4% of customers avail the utility of Real Time Gross
Settlement and Net electronic fund transfer related to the settlement system.
136
Table 4.6 contains Information Technology based services and theirs
association with SBI and ICICI bank.
Table 4.6. Information Technology based services
Variables Yes No Total Grand Total S.B.I ICICI S.B.I ICICI S.B.I ICICI
Number % Number % Number % Number % Number % Number % Number % Magnetic Ink character recognition 176 65.9 183 65.5 91 34.1 96 34.4 267 100 279 100 546 100
Multi city cheque 249 93.3 261 93.5 18 6.7 18 6.5 267 100 279 100 546 100
RBI EFT 223 83.5 226 81 44 16.5 53 19 267 100 279 100 546 100
E-Rail 217 81.3 238 85.3 50 18.7 41 14.7 267 100 279 100 546 100
E-Pay 226 84.6 234 83.9 41 15.4 45 16.1 267 100 279 100 546 100
ECS 220 82.4 228 81.7 47 17.6 51 18.3 267 100 279 100 546 100
Tele banking / Mobile 244 91.4 248 88.9 23 8.6 31 11.1 267 100 279 100 546 100
SMS services 232 86.9 255 91.4 35 13.1 24 8.8 267 100 279 100 546 100
Foreign Inward remittances 239 89.5 242 86.7 28 10.5 37 13.3 267 100 279 100 546 100
Safe deposit locker remittance 218 81.6 217 77.8 49 18.4 62 22.2 267 100 279 100 546 100
Gift cheques 233 87.3 240 86 34 12.7 39 14 267 100 279 100 546 100
NRI services 213 79.8 236 84.6 54 20.2 43 15.4 267 100 279 100 546 100
137
Inference
Table 4.6 reveals that in SBI bank 65.9% of customers are aware of
the usage of the technology of MICR and in ICICI bank 65.5% customers
obtain usage of the technology knowledge about the usefulness of MICR. The
multi city cheque facility is availed by the customers to the extent of 93.3% in
SBI and in ICICI bank such service is availed by 93.5% customers. Regarding
the RBIEFT (Electronic Fund Transfer Reserve Bank of India) system, the
benefit of such system is availed by 83.5% customers in SBI and in ICICI bank
81% of customers persuaded the service of RBIEFT (Electronic Fund Transfer
through Reserve Bank of India).The electronic rail booking service is availed
by 81.3% of customers in SBI and in ICICI bank 85.3% customers are
privileged to avail the service of E-Rail (Electronic Rail booking). The E-Pay
system services are availed by 84.6% customers in SBI and in ICICI bank to
the extent of 83.9% of customers make use of the service through the E-pay
system.
In SBI bank, 82.4% customers are facilitated towards the service of
ECS (Electronic Clearance System) and in ICICI bank, 81.7% of customers are
benefited towards the service provided by the Electronic Clearance System.
The mobile phone banking service is carried by 91.4% of customers in SBI and
88.9% of customers in ICICI bank obtain the use of service related to mobile
phone banking system.
In SBI bank 86.9% of customers are in use of SMS (Short Structured
Message) service and in ICICI bank 91.4% customers avail the SMS (Short
Structured Message) service for their convenience. The foreign inward
remittances are availed by 89.5% of customers in SBI and 86.7% of customers
avail such service in ICICI bank. 81.6% of customer is SBI are benefited
towards the on line remittance of safe deposit lockers rent facility and in ICICI
138
bank 77.8% customers are obtain the service of on line remittance of safe
deposit lockers rent. In SBI 87.3% customers obtain the service towards the
use of gift cheques and in ICICI bank 86% of customers make use of the
service related to the gift cheques. Regarding NRI services, 79.8% of
customers in SBI and availing the service round the clock and in ICICI bank
84.6% customers persuade the NRI services through the day and round the
clock.
139
One-Sample T-Test
One sample t-Test has been exploited to study the customer preference
for products and services in SBI and ICICI banks.
The payment system in both SBI and ICICI leans upon utility bills
payments(ps1), pass book entries(ps2), electronic cheque clearances(ps3), FD
receipts issue(ps4), ATM statement availability(ps5), withdrawal of cash(ps6)
and MICR clearing system(ps7) are also considered crucial in determining the
efficiency of payment system in SBI and ICICI. The customers of these two
banks express their opinion on payment system in likerts 5 point scale.
Table 4.7a. SBI - Payment System
N Mean Std. Deviation
Std. Error Mean
T-Test SIG
ps1 267 4.2996 .67732 .04145 31.353 .000 ps2 267 3.7116 .73268 .04484 15.870 .000 ps3 267 3.2996 .63135 .03864 7.755 .000 ps4 267 3.8015 .81913 .05013 15.988 .000 ps5 267 3.3745 .77204 .04725 7.927 .000 ps6 267 3.5318 .78635 .04812 11.051 .000 ps7 267 3.2921 .70767 .04331 6.745 .000
PS: PAYMENT SYSTEM
Inference
Table 4.7a it is found that in the case of SBI on payment system, six
variables possess the mean values between 3 to 4 and a unique variable
exceeded 4 in its mean value. All the t-values are positive and significant at
5% level. Therefore it can be concluded that the SBI customers are highly
satisfied with utility bills payment and moderately satisfied with pass book
entries, electronic cheque clearances and FD receipts issue. The same type of
moderate agreeableness is prevailing among SBI customers that ATM
statement availability, withdrawal of cash and MICR clearance system.
140
Table 4.7b. ICICI - Payment System
N Mean Std.
Deviation
Std.
Error
Mean
T-Values SIG
ps1 279 4.2222 .75917 .04545 26.891 .000
ps2 279 3.6452 .76777 .04596 14.036 .000
ps3 279 3.4839 .71891 .04304 11.242 .000
ps4 279 3.6989 .73139 .04379 15.962 .000
ps5 279 3.5878 .72370 .04333 13.567 .000
ps6 279 3.5556 .72690 .04352 12.766 .000
ps7 279 3.3548 .64001 .03832 9.261 .000
PS: Payment System
Inference
From Table 4.7b it is clearly stated that the payment system in ICICI
bank also indicates that the same six variables possess the mean value as 3 to 4
and a particular variable exceeds 4 in its mean value. In this case also all the T-
values are positive and significant at 5% level. From this result it is concluded
that ICICI customers are also highly satisfied with utility bills payment and
moderately satisfied with passbook entries, electronic cheque clearances and
FD receipts issue. The remaining variables such as ATM statement availability,
withdrawal of cash and MICR clearance system also provid the same level of
moderate agreeableness in their level of satisfaction.
141
The two banks SBI and ICICI adopt the settlement system through
eight variables namely electronic debit clearing system (SS1) , credit clearing
system (SS2), electronic documents management system(SS3) and RTGS (Real
time gross settlement) (SS4). In addition to the credits card system (SS5), debit
card payments (SS6), smart card (SS7) and draft system (SS8) is also plays
vital role which is illustrated in the following Table 4.8a.
Table 4.8a. SBI - Settlement System
N Mean Std.
Deviation
Std.
Error
Mean
T-Test SIG
SS1 267 3.3034 .68941 .04219 7.190 .000
SS2 267 3.4007 .90968 .05567 7.198 .000
SS3 267 3.2921 .83444 .05107 5.721 .000
SS4 267 3.2547 .91084 .05574 4.569 .000
SS5 267 3.3296 .91560 .05603 5.882 .000
SS6 267 3.3521 .85159 .05212 6.755 .000
SS7 267 3.3258 .72197 .04418 7.375 .000
SS8 267 3.2247 .66750 .04085 5.501 .000
SS: Settlement System
Inference
Table 4.8a clearly shows the settlement system of SBI with eight
variables. It is found that all eight variables carry theirs Mean value between 3
to 4. All the T-values are positive and significant at 5% level. So it is observed
that the SBI customers are moderately satisfied with all the above eight
variables related to settlement system of SBI.
142
Table 4.8b. ICICI - Settlement System
N Mean Std. Deviation
Std. Error Mean
T-Values SIG
SS1 279 3.3728 .66037 .03954 9.429 .000 SS2 279 3.5269 .69827 .04180 12.603 .000 SS3 279 3.5054 .68315 .04090 12.357 .000 SS4 279 3.4946 .71405 .04275 11.570 .000 SS5 279 3.5197 .71882 .04303 12.077 .000 SS6 279 3.5556 .74643 .04469 12.432 .000 SS7 279 3.4516 .68145 .04080 11.070 .000 SS8 279 3.3728 .64382 .03854 9.671 .000
SS: Settlement System
Inference
Table 4.8b indicates that the settlement system of ICICI based on eight
variables. The mean values of those variables are greater than 3. The T -values
of all the variables are also positive and significant at 5% level. So it is
highlighted clearly that the customers of ICICI are also moderately satisfied
with electronic debit, credit clearing, documents management, RTGS. The
same satisfaction prevails towards credit and debit card payments system,
smart card service and draft system issue also.
143
The centralized funds management system in SBI and ICICI bank has
concentrated on 24 hours banking service, account to account service , branch
to branch service , bank to bank transfer of funds service , preparation of
vouchers service and electronic funds transfer also been emphasized to evaluate
the effectiveness of the centralized funds system in both the banks. Table 4.9a
represents the opinion of customers about the centralized funds management
system.
Table 4.9a. SBI - Centralized Funds Management System
N Mean Std. Deviation
Std. Error Mean
T-TEST SIG
CFM1 267 3.2322 .61192 .03745 6.201 .000 CFM2 267 3.1910 .61086 .03738 5.109 .000 CFM3 267 3.9513 .88080 .05390 17.648 .000 CFM4 267 3.7341 .81831 .05008 14.658 .000 CFM5 267 4.0300 .68210 .04174 24.673 .000 CFM6 267 3.8539 .91623 .05607 15.229 .000
CFM: Centralized Funds Management System
Inference
It can be seen from the Table 4.9a that there are five variables, which
indicate the mean value between 3 and 4 and a single variable exceeded 4 in its
mean value. All the T-values are positive with 5% level of significance. So it
is perceived that the customers of SBI are highly satisfied towards the
preparation of vouchers system and moderately satisfied with 24 hrs banking
service, account to account transfer of funds and branch to branch transfer of
funds. The same level of agreeableness prevailing in the case of bank to bank
transfer of funds and electronic funds transfer also.
144
Table 4.9b. ICICI - Centralized Funds Management System
N Mean Std.
Deviation
Std.
Error
Mean
T-Values SIG
CFM1 279 3.3297 .67233 .04025 8.192 .000
CFM2 279 3.3441 .65417 .03916 8.786 .000
CFM3 279 3.9821 .85012 .05090 19.296 .000
CFM4 279 3.8136 .82302 .04927 16.512 .000
CFM5 279 4.1004 .69735 .04175 26.356 .000
CFM6 279 4.0215 .77244 .04624 22.089 .000
CFM: Centralized Funds Management System
Inference
The centralized funds management system of ICICI is presented in
Table 4.9b. Among eight variables related to the above system, four variables
Mean values are greater than three with positive T-value at 5% level which is
significant. But the other two variables mean values exceed 4 and then T
values are also positive and significant at 5% level. Hence, it can be concluded
that the customers are highly satisfied with the services ICICI towards the
preparation of voucher service and electronic funds transfer. Moderately
satisfied with other services like 24 hours banking service account to account
and bank to bank, branch to branch transfer of funds.
145
Table 4.10 consists of the structured financial messaging solutions based on
interactive voice response system, telephone banking system and securing
message for funds transfer of SBI and ICICI.
Table 4.10a. SBI - Structured Financial Messaging Solutions
N Mean Std.
Deviation
Std.
Error
Mean
T-Test SIG
SFM1 267 3.9700 .76029 .04653 20.848 .000
SFM2 267 3.4981 .96703 .05918 8.417 .000
SFM3 267 3.7566 1.00968 .06179 12.244 .000
SFM: Structured Financial Messaging Solutions
Inference
Table 4.10a shows three variables related to structured financial
messaging solutions of SBI which possess mean value between 3to 4 with
positive t value, at 5% level which is significant. This refers that the customers
of SBI are moderately satisfied with the services of interactive voice response,
telephone banking system and securing message for funds transfer
146
Table 4.10b. ICICI - Structured Financial Messaging Solutions
N Mean Std.
Deviation
Std.
Error
Mean
T-Values SIG
SFM1 279 3.9749 .72177 .04321 22.562 .000
SFM2 279 3.6882 .85215 .05102 13.489 .000
SFM3 279 3.9677 .84969 .05087 19.024 .000
SFM: Structured Financial Messaging Solutions
Inference
Table 4.10b represents the variables related to structured financial
messaging solutions of ICICI bank. The Mean values of all three variables are
greater than 3. All the T -values are positive and significant at 5% level. So, it
is understood that the customers of ICICI bank are moderately satisfied with
interactive voice response, telephone banking system and securing message for
funds transfer.
147
The effectiveness of the Internet system can be ascertained from the following
Table 4.11a. to determine the customers satisfaction on this system. It consists
of view accounts service (IS1), remote banking service (IS2), electronic data
information development service (IS3) and e-mail management services (IS4).
Table 4.11a. SBI - Internet System
N Mean Std.
Deviation
Std.
Error
Mean
T-Test SIG
IS1 266 3.5564 .89370 .05480 10.154 .000
IS2 267 3.7491 .84111 .05148 14.552 .000
IS3 267 3.6554 .92643 .05670 11.560 .000
IS4 267 3.6255 .95883 .05868 10.659 .000
IS: Internet System
Inference
The Internet system adopted in SBI consisting of four variables which
are presented in the above Table 4.11a. All the four variables mean values are
greater than 3 and less than 4. The T-test result value also positive with less
than 0.05, which indicates the significance. So it can be concluded that the
customers are moderately satisfied to view accounts service, remote banking
services, electronic data information development service and e-mail
management service.
148
Table 4.11b. ICICI - Internet System
N Mean Std.
Deviation
Std.
Error
Mean
T-Values SIG
IS1 279 3.6631 .79189 .04741 13.986 .000
IS2 279 3.8746 .72620 .04348 20.115 .000
IS3 279 3.8208 .80251 .04805 17.084 .000
IS4 279 3.7204 .75435 .04516 15.952 .000
IS: Internet System
Inference
Table 4.11b reveals that the level of customer satisfaction towards
four variables based on the services of Internet system of ICICI bank. The
Mean score of the variable are between 3 and 4 with positive T-values at 5%
level, which are significant. So it is understood that the views expressed by the
customers are moderately satisfied towards to view accounts service, remote
banking services, electronic data information development service, and e-mail
management service.
149
Debit Card Management Solution is one of the technology based
services. This includes getting account statement, biometric ATM’s – for rural
banks and network based fraud deduction system which are exhibited in the
Table 4.12a.
Table 4.12a. SBI - Debit Card Management Solution
N Mean Std.
Deviation
Std.
Error
Mean
T-TEST SIG
DCM1 267 3.7416 .95218 .05827 12.726 .000
DCM2 267 3.4270 .98737 .06043 7.066 .000
DCM3 267 3.8315 .88729 .05430 15.312 .000
DCM: Debit Card Management Solution
Inference
An investigation of Table 4.12a indicates Debit Card management
solution service of SBI by three variables which determine the satisfaction of
the customers. The Mean values of all the three variables are greater than 3
with positive T-value at less than 0.05 significance. So it is significant. Finally
it is revealed that the customers are moderately satisfied towards the services to
get account statements, biometric ATMs for rural banks and Net work based
fraud deduction system.
150
Table 4.12b. ICICI - Debit Card Management Solution
N Mean Std.
Deviation
Std.
Error
Mean
T-values SIG
DCM1 279 3.7814 .81281 .04866 16.057 .000
DCM2 279 3.5986 .88358 .05290 11.315 .000
DCM3 279 3.8208 .79802 .04778 17.180 .000
DCM: Debit Card Management Solution
Inference
The analysis of Table4.12b represents Debit Card Management
system of ICICI bank with three variables to determine the customer
satisfaction towards getting accounts statement, bio-metric ATM’s for rural
banks and network based fraud deduction system. All the above three variables
Mean values are between 3 and 4 with positive T-values and at 5% level of
significance. So it is concluded that the customer’s satisfaction towards the
system is moderately satisfied.
151
Core banking services in SBI and ICICI bank offers services like
access to transaction from any branch, depositing and leading of money,
reduction of costs, risks and time parallel working on different issues, increase
in efficiency and overall satisfaction also determining the effectiveness of core
banking services in the following Table 4.13a.
Table 4.13a. SBI - Core Banking
N Mean Std.
Deviation
Std.
Error
Mean
T-Test SIG
CB1 267 3.9738 .93152 .05701 17.081 .000
CB2 267 3.4794 .89408 .05472 8.761 .000
CB3 267 3.5618 .85780 .05250 10.702 .000
CB4 267 3.6479 .85600 .05239 12.369 .000
CB5 267 3.5955 .85470 .05231 11.385 .000
CB6 267 3.5506 .87158 .05334 10.322 .000
CB7 267 3.6067 .91706 .05612 10.811 .000
CB8 267 3.6929 .85580 .05237 13.230 .000
CB: Core Banking
Inference
An introspection in to Table 4.13a indicates, Mean values of eight
variables, which are relying on core banking service, are greater than 3 with
positive T- test values and significant at 5% level. So the findings of the
present study reveals that the customers have moderate satisfaction towards
access to transaction from any branch, depositing and lending of money,
reduction of costs and the reduction of risks. The same level of moderate
satisfaction prevails among the SBI customers towards reduction of time,
parallel working of different issues, increase in efficiency and the overall SCA
(Service Oriented Architecture).
152
Table 4.13b. ICICI - Core banking
N Mean Std.
Deviation
Std.
Error
Mean
T-values SIG
CB1 279 4.0000 .83537 .05001 19.995 .000
CB2 279 3.6487 .84304 .05047 12.854 .000
CB3 279 3.6380 .84487 .05058 12.613 .000
CB4 279 3.7491 .78300 .04688 15.980 .000
CB5 279 3.6667 .70456 .04218 15.805 .000
CB6 279 3.7204 .71518 .04282 16.826 .000
CB7 279 3.7204 .72517 .04341 16.594 .000
CB8 279 3.7599 .75128 .04498 16.894 .000
CB:Core Banking
Inference
The study of Table 4.13b reveals the satisfaction level of ICICI bank
customers towards core banking services through eight variables. As per the
result shown in the table, mean values of seven variables mean values are
between 3 and 4 except one variable, its Mean value is 4. All the T- values are
positive with less than 0.05 significance at 5% level. From this result it is
concluded that the customers are highly satisfied towards the service of access
to transactions from any branch and moderately satisfied towards other seven
services such as depositing, lending, reduction of costs, risks and time.
153
Table 4.14a reveals various services offered through ATMs by SBI and
ICICI banks which determine the customer satisfaction. ATM credit card and
debit card acceptance, ATM card issue duration, cash withdrawal duration,
balance enquiry and receipt of mini statement are part of it. Maximum limit
per withdrawal, ATM locations, card usage particulars, validity of ATM card,
PIN details, payments through ATM credit card, LIC, shopping bills also
contribute towards ATM services. The customers of these two banks reveal
their opinions on ATM’s service in Table 4.14a.
Table 4.14a. SBI ATMS (All Services Through ATMS)
N Mean Std. Deviation
Std. Error Mean
T-Test SIG
ATM1 267 3.7528 .91291 .05587 13.475 .000 ATM2 267 3.5169 1.01987 .06241 8.281 .000 ATM3 267 3.6517 .94313 .05772 11.291 .000 ATM4 266 3.5075 .89123 .05464 9.288 .000 ATM5 267 3.4869 .80109 .04903 9.931 .000 ATM6 267 3.7453 .86425 .05289 14.092 .000 ATM7 267 3.5468 1.24176 .07599 7.195 .000 ATM8 267 3.9438 .93422 .05717 16.508 .000 ATM9 267 3.2097 1.27771 .07819 2.682 .008 ATM10 267 3.3970 1.03676 .06345 6.257 .000 ATM11 267 4.2697 .72180 .04417 28.743 .000 ATM12 267 3.9813 .89465 .05475 17.922 .000 ATM13 267 3.3783 1.20587 .07380 5.126 .000 ATM14 267 3.6442 .92011 .05631 11.440 .000 ATM15 267 4.0562 .90146 .05517 19.145 .000 ATM16 267 1.2846 .45209 .02767 -61.999 .000 ATM17 267 1.5281 .50015 .03061 -48.088 .000 ATM18 267 1.4157 .49377 .03022 -52.427 .000 ATM19 267 1.5880 .49312 .03018 -46.788 .000 ATM20 267 1.4494 .49837 .03050 -50.838 .000
154
Inference
The level of customer satisfaction towards ATM services of SBI is
analysed with twenty variables as in Table 4.14a. Except seven variables, all
the other thirteen variables Mean values are between 3 and 4, with positive T-
T-values and the significance also is less than 0.05 at 5% level, which
indicates that the customers are moderately satisfied towards the services
towards ATM credit and debit card, duration of card issue and cash withdrawal,
balance enquiry, mini statement, maximum withdrawal limit, ATM locations
and they represent the same agreeableness for card usage guidelines, card
charges, lost card request, validity of ATM card and maintenance of secrecy of
PIN. In the remaining variables, two variables mean values are greater than 4
and T-value also positive with 5% level of significance represents that the
customers are highly satisfied towards the services of replacement of lost or
damaged ATM card and change of PIN as and when required. Finally, the last
five variables Mean values are less than 3 and T-values are negative which
indicates that the customers are dissatisfied towards the services related to
credit card payments through ATM, payment of LIC, shopping bills, offering
of freedom points and redemption of points in SBI.
155
Table 4.14b ICICI - ATMS (All services through ATMS)
N Mean Std. Deviation
Std. Error Mean
T-Values SIG
ATM1 279 3.8351 .85330 .05109 16.348 .000 ATM2 279 3.6523 .84665 .05069 12.870 .000 ATM3 279 3.8244 .84902 .05083 16.218 .000 ATM4 279 3.6165 .77730 .04654 13.248 .000 ATM5 279 3.5520 .72716 .04353 12.679 .000 ATM6 279 3.8530 .76566 .04584 18.610 .000 ATM7 279 3.6272 1.29919 .07778 8.064 .000 ATM8 279 3.8315 1.02326 .06126 13.574 .000 ATM9 279 3.1004 1.35071 .08087 1.241 .216 ATM10 279 3.2939 1.07606 .06442 4.562 .000 ATM11 279 4.2186 .83032 .04971 24.515 .000 ATM12 279 3.9283 .89877 .05381 17.252 .000 ATM13 279 3.2079 1.27503 .07633 2.723 .007 ATM14 279 3.5986 1.00187 .05998 9.979 .000 ATM15 279 4.0287 .94407 .05652 18.200 .000 ATM16 279 1.2832 .45134 .02702 -63.537 .000 ATM17 279 1.5018 .50090 .02999 -49.961 .000 ATM18 279 1.4409 .49738 .02978 -52.360 .000 ATM19 279 1.4946 .50087 .02999 -50.202 .000 ATM20 279 1.4050 .49178 .02944 -54.174 .000
Inference
The analysis of customer satisfaction towards ATM’s services of
ICICI is represented in Table 4.14b through twenty variables. In the first
fifteen variables, except variable eleven and fifteen, the remaining thirteen
variables Mean values are greater than 3 but less than 4 with positive T-values,
but the significance is less than 0.05 at 5% level for twelve variables except
variable nine, which indicates that the significance is more than 0.05 as 0.216.
156
From this table it is concluded that the customers are moderately satisfied
towards services related the twelve variables such as ATM credit and debit card
acceptance, ATM card issues, withdrawal duration, balance inquiry, mini
statement, maximum limit per withdrawal, ATM locations, card usage
guidelines for card usage. They have the same level of satisfaction even
towards lost card request replacement of lost / damaged card, validity of ATM
card, maintain of security PIN and providing tips for taking precautions about
safe keeping of ATM card. The nineth variable which shows that the
significance is greater than 0.05 which is insignificant at 5% level indicates that
the customers are dissatisfied towards the changes for card usage. The last five
variables Mean values are less than 3 with negative t values determines that the
customers are dissatisfied towards the services of ICICI bank related to
payment through ATM towards credit card, LIC and shopping bills, offering
for freedom points and regarding redemption points.
Customer satisfaction towards Internet banking has been elaborately
represented into new account opening cost, security, transactions offered,
account access, services round to clock, connectivity and funds transfer.
Paying bills, mortgages, purchasing financial instruments, information about
financial products are also included. E-payments, E2 trade, RTG, E-Invest,
Demand Draft request, cheque book request, demat account, trading account
services also play vital role with services of Internet banking. The perceptual
opinion of customers regarding this aspect are presented in Table4.15a.
157
Table 4.15a. SBI - Internet Banking
N Mean Std. Deviation
Std. Error Mean
T-Test SIG
IB1 267 1.4457 .49798 .03048 -51.002 .000 IB2 267 1.6105 .49619 .03037 -45.758 .000 IB3 267 4.2884 .73268 .04484 28.734 .000 IB4 267 3.8315 .68665 .04202 19.786 .000 IB5 267 3.2846 1.09057 .06674 4.265 .000 IB6 267 3.1760 1.26955 .07770 2.266 .024 IB7 267 3.3858 1.12602 .06891 5.598 .000 IB8 267 3.8989 .82778 .05066 17.743 .000 IB9 267 3.8727 .91699 .05612 15.550 .000 IB10 267 3.7228 1.00280 .06137 11.778 .000 IB11 267 3.6929 1.03839 .06355 10.903 .000 IB12 267 3.7678 .89611 .05484 14.000 .000 IB13 267 4.1124 .68996 .04223 26.344 .000 IB14 267 4.0637 .84051 .05144 20.679 .000 IB15 267 3.6517 .93110 .05698 11.437 .000 IB16 267 2.7753 1.20231 .07358 -3.054 .002 IB17 267 3.6367 .97287 .05954 10.694 .000 IB18 267 3.3933 .99190 .06070 6.478 .000 IB19 267 3.1798 1.00257 .06136 2.930 .004 IB20 267 3.6891 1.06057 .06491 10.618 .000 IB21 267 4.1985 .69499 .04253 28.179 .000 IB22 267 3.5468 1.24176 .07599 7.195 .000 IB23 267 3.9438 .93422 .05717 16.508 .000 IB24 267 3.2097 1.27771 .07819 2.682 .008 IB25 267 3.4007 1.03713 .06347 6.314 .000 IB26 267 4.2697 .72180 .04417 28.743 .000 IB27 267 3.9813 .89465 .05475 17.922 .000 IB28 267 3.3783 1.20587 .07380 5.126 .000 IB29 267 3.6442 .92011 .05631 11.440 .000 IB30 267 4.0562 .90146 .05517 19.145 .000 IB31 267 1.2846 .45209 .02767 -61.999 .000 IB32 267 1.5281 .50015 .03061 -48.088 .000 IB33 267 1.4157 .49377 .03022 -52.427 .000 IB34 267 1.5880 .49312 .03018 -46.788 .000 IB35 267 1.4494 .49837 .03050 -50.838 .000 IB36 267 1.4457 .49798 .03048 -51.002 .000 IB37 267 1.6105 .49619 .03037 -45.758 .000 IB38 267 4.2884 .73268 .04484 28.734 .000 IB39 267 3.8315 .68665 .04202 19.786 .000
IB: Internet banking
158
Inference
Table 4.15a represents thirty nine variables related to the services of
Internet banking of SBI to determine the customer’s satisfaction. The Mean
values of ten variables are less than 3 with positive t test value and insignificant
at 5% level indicating that the customers are dissatisfied towards the services of
new account opening, checking cost, paying mortgages and payments towards
utility bills, insurance premium and donations to religious organizations. The
same level of disagreeableness exists towards the services of SMS alerts,
mutual funds investments, Demat account services and trading account
services.
Further the table reveals that, there are twenty two variables, which
mean values are greater than 3 but less than 4 with positive t test values and
less than 0.05 at 5% level, It refers that the customers are moderately satisfied
towards the services of providing information regarding types of transaction
offered and transactional cost incurred, the ability to make transactions of large
amounts of instantaneously, remote account access and availability of inquiry
and transaction services around the clock. Moreover they maintain the same
level of satisfaction towards the services of world wide connectivity, access to
data both recent and historical, self account funds transfer and third party
transfers of funds in the same branch. Finally, it ascertained that the seven
variables present their Mean values as greater than 4 and the T- test values are
positive at 5% level, which is considered as significant. So it clearly states that
the customers are highly satisfied with the services of SBI towards the
information provided about account security, direct customer control of
international movement of funds, without intermediaries, paying bills, EZtrade,
remittance to PPF account and submission of on-line request for stop payment
of cheque, cheque book replenishment and demand draft / payment order.
159
Table 4.15b ICICI - Internet Banking
N Mean Std. Deviation Std. Error Mean T-Values SIG
IB1 279 1.4086 .49246 .02948 -53.977 .000 IB2 279 1.6237 .48534 .02906 -47.368 .000 IB3 279 4.2903 .64452 .03859 33.440 .000 IB4 279 3.7742 .72661 .04350 17.797 .000 IB5 279 3.2330 1.12182 .06716 3.469 .001 IB6 279 3.4194 1.20541 .07217 5.811 .000 IB7 279 3.6165 1.08284 .06483 9.510 .000 IB8 279 3.8889 .83441 .04995 17.794 .000 IB9 279 3.8423 .97645 .05846 14.408 .000 IB10 279 3.5735 1.04269 .06242 9.187 .000 IB11 279 3.6631 1.06671 .06386 10.383 .000 IB12 279 3.8387 .86445 .05175 16.206 .000 IB13 279 4.0072 .74907 .04485 22.459 .000 IB14 279 3.9140 .86485 .05178 17.652 .000 IB15 279 3.6595 .99034 .05929 11.123 .000 IB16 279 2.8602 1.21375 .07267 -1.924 .055 IB17 279 3.6129 1.02871 .06159 9.952 .000 IB18 279 3.4265 1.01472 .06075 7.021 .000 IB19 279 3.2509 1.02914 .06161 4.072 .000 IB20 279 3.6595 .95332 .05707 11.555 .000 IB21 279 4.2473 .72453 .04338 28.755 .000 IB22 279 3.6272 1.29919 .07778 8.064 .000 IB23 279 3.8315 1.02326 .06126 13.574 .000 IB24 279 3.1004 1.35071 .08087 1.241 .216 IB25 279 3.2975 1.07675 .06446 4.615 .000 IB26 279 4.2186 .83032 .04971 24.515 .000 IB27 279 3.9283 .89877 .05381 17.252 .000 IB28 279 3.2079 1.27503 .07633 2.723 .007 IB29 279 3.5986 1.00187 .05998 9.979 .000 IB30 279 4.0287 .94407 .05652 18.200 .000 IB31 279 1.2832 .45134 .02702 -63.537 .000 IB32 279 1.5018 .50090 .02999 -49.961 .000 IB33 279 1.4409 .49738 .02978 -52.360 .000 IB34 279 1.4946 .50087 .02999 -50.202 .000 IB35 279 1.4050 .49178 .02944 -54.174 .000 IB36 279 1.4086 .49246 .02948 -53.977 .000 IB37 279 1.6237 .48534 .02906 -47.368 .000 IB38 279 4.2903 .64452 .03859 33.440 .000 IB39 279 3.7742 .72661 .04350 17.797 .000
IB: Internet banking
160
Inference
The interpretation of variables in Table 4.15b represents the level of
customer’s satisfaction towards the internet banking service of ICICI. There
are thirtynine variables that are considered for the study. Among them, the
Mean values of ten variables are less than 3 with negative T- test value, which
is insignificant at 5% level. So it reflects that the customers are dissatisfied
towards the services of opening of new account, cost incurred, paying
mortgages, payments of utility bills, insurance premium and religious
donations. The customers realize the same status of dissatisfaction in the case
of setting SMS alerts for transaction details, mutual fund investment, DeMat
account services and trading account services.
In addition to the above, it is identified from the table that there are 23
variables with the Mean values greater than 3 but less than 4 with positive T-
test value at 5% level which is significant. It indicates that the customers are
moderately satisfied towards such services. They are specification of the type
of transactions offered, cost incurred, ability to make transactions involving
large amounts of assets instantaneously, remote account access, availability of
inquiry and round the clock transaction services, world wide connectivity and
regarding easy access to account data both recent and historical.
The customers of ICICI bank realise the same effect of moderate
satisfaction on the services of self account fund transfer, third party transfer in
the same branch, paying bills, viewing and checking account balances,
purchasing financial instruments, providing information about the financial
products, booking tickets and E-tax payments.
161
The remaining services from the above 23 variables such as RTGS
(Real Time Gross settlement), E-payment, E-invest, RBI EFT, standing
instructions, new cheque book request, credit card dues payment and round the
clock service availability also provide the same level of moderate satisfaction
to the customers.
Finally Table 4.15b also indicates the variables which provide the mean
value as greater than 4 with positive T- test values which are significant at 5%
level. So, it is concluded that, there are six variables related to the services for
information provided about account security, direct customer control of
international movement of funs without intermediaries, E-Z trade, Demand
draft request, remittance to PPF account and on line request provide the
maximum satisfaction. So the customers are highly satisfied with the above
services.
Mobile / SMS service of SBI and ICICI linked to checking of account
balances of SB account, credit card, mortgages and loans and payable details.
Transfer of funds and services related to automatic voice response system also
considered as related services to Mobile / SMS services presented in Table
4.16a.
162
Table 4.16a SBI - Mobile/SMS (Service)
N Mean Std.
Deviation
Std.
Error
Mean
T-Test SIG
SMS1 267 3.2846 1.09057 .06674 4.265 .000
SMS2 267 3.1760 1.26955 .07770 2.266 .024
SMS3 267 3.3858 1.12602 .06891 5.598 .000
SMS4 267 3.8989 .82778 .05066 17.743 .000
SMS5 267 3.8727 .91699 .05612 15.550 .000
SMS6 267 3.7228 1.00280 .06137 11.778 .000
SMS7 267 3.6929 1.03839 .06355 10.903 .000
SMS8 267 3.7678 .89611 .05484 14.000 .000
SMS9 267 4.1124 .68996 .04223 26.344 .000
Inference
Table 4.16a reveals the analysis details of nine variables related to
Mobile / SMS services of SBI. The first nine variables Mean values are greater
than 3 but less than 4. The T- test values are positive and significance is less
than 0.05 at 5% level. It is implied that the customers of SBI are moderately
satisfied towards checking and view of account balances, credit cards,
mortgages, any loan payable details and transfer of funds. The last variable’s
mean value is greater than 4 with positive T-test value at less than 0.05
significance at 5% level reveals that customers are highly satisfied towards the
service related to automatic voice respond system.
163
Table 4.16b. ICICI - Mobile/SMS (Service)
N Mean Std.
Deviation
Std.
Error
Mean
T-Values SIG
SMS1 279 3.2330 1.12182 .06716 3.469 .001
SMS2 279 3.4194 1.20541 .07217 5.811 .000
SMS3 279 3.6165 1.08284 .06483 9.510 .000
SMS4 279 3.8889 .83441 .04995 17.794 .000
SMS5 279 3.8423 .97645 .05846 14.408 .000
SMS6 279 3.5735 1.04269 .06242 9.187 .000
SMS7 279 3.6631 1.06671 .06386 10.383 .000
SMS8 279 3.8387 .86445 .05175 16.206 .000
SMS9 279 4.0072 .74907 .04485 22.459 .000
Inference
Table 4.16b highlights the values of variables related to Mobile /
SMS services of ICICI to determine the level of customer satisfaction. From
that table it is identified that there are eight variables which represent the mean
values as greater than 3 with positive T-test values and the significance are also
less than 0.05 at 5% level. So it is concluded that the customers are moderately
satisfied towards checking account balances, payable details, transfer of funds,
view balances of savings account, credit card, mortgage dues, loan dues and
transfer of money between two accounts. But the nineth variable represents
that the Mean value is above 4 with positive T-test value at less than 0.05
significance at 5% level, from that is ascertained that the customers are highly
satisfied regarding the service pertaining to automatic voice respond system.
164
The overall level of satisfaction of SBI customers and ICICI customers is
based on the adoption of technology in a bank, real time response, service
quality, and transparent information, variety of products design and services
and delivery of services, bank employee attitude and attention towards
customers, regulatory norms, security and safety, service charges, care on
customer convenience, quickness of service and status of bank also considered
as factors linked to the overall satisfaction of customers. Moreover,
authentication trust, privacy, availability of information, reliability, well
understood relationship, performance quality and economy banking are also
contributing factors towards the determination of overall satisfaction. The
views of customers regarding the dimension under study are presented in Table
4.17a.
165
Table 4.17a. SBI - Overall Satisfaction
N Mean Std. Deviation
Std. Error Mean
T-Test SIG
OS1 267 4.0637 .84051 .05144 20.679 .000 OS2 267 3.6517 .93110 .05698 11.437 .000 OS3 267 2.7753 1.20231 .07358 -3.054 .002 OS4 267 3.6367 .97287 .05954 10.694 .000 OS5 267 3.3933 .99190 .06070 6.478 .000 OS6 267 3.1798 1.00257 .06136 2.930 .004 OS7 267 3.6891 1.06057 .06491 10.618 .000 OS8 267 4.2022 .69119 .04230 28.422 .000 OS9 267 3.1423 1.08057 .06613 2.152 .032 OS10 267 3.8352 .86003 .05263 15.868 .000 OS11 267 3.7191 .99611 .06096 11.796 .000 OS12 267 3.4270 1.11606 .06830 6.251 .000 OS13 267 3.7940 .87932 .05381 14.755 .000 OS14 267 3.1723 1.08315 .06629 2.599 .010 OS15 267 3.1685 1.21305 .07424 2.270 .024 OS16 267 3.1723 1.10037 .06734 2.558 .011 OS17 267 3.8876 .82405 .05043 17.601 .000 OS18 267 3.8352 .81053 .04960 16.838 .000 OS19 267 3.8764 .91545 .05602 15.643 .000 OS20 267 3.3521 1.04577 .06400 5.501 .000 OS21 267 3.1835 1.20464 .07372 2.489 .013 OS22 267 4.0300 .79887 .04889 21.067 .000 OS23 267 3.8914 .78004 .04774 18.673 .000 OS24 267 3.7978 .82050 .05021 15.887 .000 OS25 267 3.6367 .88802 .05435 11.716 .000
OS: Overall Satisfaction Inference
Table 4.17a exhibits twentyfive variables of overall customers
satisfaction towards the information technology based products and services
provided by SBI. The Mean value of twenty one variables are greater than 3
with positive T-test value and the significance is less than 0.05 at 5% level.
166
From that it is understood that the customers are moderately satisfied towards
the services related to accessibility, transparent information, variety of products
and services design and delivery and employees attitude towards customer
complaints. Moreover the customers are having the same level of satisfaction
such as employee attitude towards attention of customer needs, custody of bank
staff towards customer, regulatory norms, security and safety, customer
convenience and service charges. Further, the same level of moderate
satisfaction of customers extended to the remaining services such as status of
bank, quickness of service, authentication, trust, privacy, availability of
information reliability, well understood relationship, overall performance
quality and economy banking without visiting bank.
There is a unique variable showing the mean value as less than three with
negative T-test value, at 0.05 significance at 5% level that indicates the
customers are dissatisfied with the service quality.
Finally there are three more variables, whose mean values are greater than
4 with positive T-test value and less than 0.05 significance at 5% level explicit
that the customers are highly satisfied towards the adoption of technology in
bank services, employer’s willingness to help customers and answering e-mail
services by SBI.
167
Table 4.17b. ICICI - Overall Satisfaction
N Mean Std. Deviation
Std. Error Mean
T-Values SIG
OS1 279 3.9140 .86485 .05178 17.652 .000 OS2 279 3.6595 .99034 .05929 11.123 .000 OS3 279 2.8602 1.21375 .07267 -1.924 .055 OS4 279 3.6129 1.02871 .06159 9.952 .000 OS5 279 3.4265 1.01472 .06075 7.021 .000 OS6 279 3.2509 1.02914 .06161 4.072 .000 OS7 279 3.6595 .95332 .05707 11.555 .000 OS8 279 4.2581 .71323 .04270 29.463 .000 OS9 279 3.1290 1.09832 .06575 1.962 .051 OS10 279 3.7419 .98079 .05872 12.636 .000 OS11 279 3.5591 1.08418 .06491 8.614 .000 OS12 279 3.5018 1.14702 .06867 7.307 .000 OS13 279 3.8208 .85461 .05116 16.042 .000 OS14 279 3.3405 1.03994 .06226 5.469 .000 OS15 279 3.2401 1.17973 .07063 3.400 .001 OS16 279 3.2796 1.11593 .06681 4.185 .000 OS17 279 3.9462 .88186 .05280 17.923 .000 OS18 279 3.8351 .81447 .04876 17.127 .000 OS19 279 3.9140 .85228 .05102 17.912 .000 OS20 279 3.5018 1.09897 .06579 7.627 .000 OS21 279 3.2652 1.19708 .07167 3.701 .000 OS22 279 3.9713 .93257 .05583 17.398 .000 OS23 279 3.8100 .80674 .04830 16.771 .000 OS24 279 3.8065 .87233 .05223 15.442 .000 OS25 279 3.7061 .83945 .05026 14.050 .000
a TYPE = 2.00 Inference
The study of Table 4.17b reveals that the ICICI bank provides
moderate satisfaction to its customers, as the mean value of 23 variables,
except variables 3 and variable 8 are between 3 and 4and the T-values are the
positive with 0.05 significance at 5% level. Hence the moderate satisfaction is
acquired by the customers towards adoption of technology in ICICI bank,
availability of real time response, transparent information, variety of product
168
design and service, employee attitude towards customer needs and custody of
bank staff towards customers.
Further, the services towards regulatory norms, security and safety
customer convenience service charges status of bank, quickness of service
authentication, trust and privacy also results that the customers acquire the
same level of moderate satisfaction.
It is also stated that few more services such as availability of
information, reliability, answering e-mail, well understood relationship, overall
performance quality and economy banking without visiting bank also provide
moderate satisfaction to the customers of ICICI bank.
There is also a unique variable, which results that the Mean value is
above 4 with T test-value and the significance is less than 0.05 at 5% level that
indicates that the customers are highly satisfied towards the employers’
willingness to help customers.
The table represents one more variable with the Mean value which is
less than 3 with negative T- test value at 0.55 significance at more than 5%
level which insignificant indicates that the customers of ICICI bank are
dissatisfied towards the service quality of ICICI bank.
169
CLUSTER ANALYSIS
Cluster analysis tool has been applied to group the bank customers
into different clusters based on the level of satisfaction on the computerized
services, Core banking, ATM services, Internet banking and Mobile / SMS
services and overall satisfaction of customers on various services provided by
SBI and ICICI banks.
The customers of State Bank of India and ICICI bank in Chennai City
possess varying opinion on the satisfaction towards Information Technology
based products and services of those two banks. This leads a research question
of identifying characteristics of customers and classifying the heterogeneous
based on such characteristics of customers. This induces the situation to apply
k-means cluster analysis to identify the predominant heterogeneous groups
based on the satisfaction.
170
Table 4.18. The Payment System - Final Cluster Centers
Cluster
1 2 3
ps1 3.83 4.60 4.50
ps2 3.13 3.92 4.18
ps3 3.05 3.26 4.02
ps4 3.22 4.08 4.13
ps5 3.22 3.10 4.27
ps6 3.10 3.48 4.24
ps7 3.00 3.10 4.01
PS: payment system
Number of Cases in each Cluster
Cluster 1 219.000
2 170.000
3 157.000
Valid 546.000
Inference
From Table 4.18 it is found that the first cluster comprises of 219
(40.109%) customers of both State Bank of India and ICICI Bank who are all
moderately satisfied towards the payment system. Therefore this cluster could
be appropriately named as Normative Cluster. The second cluster of the same
table reveals the level of satisfaction of 170 (31.135%) customers. In this
cluster customers are highly satisfied towards utility bills payment service. So
the group of such customers is appropriately named as Web assisted
customers. The third cluster is formed with 156 (28.75%) customers, who are
highly satisfied with all the services related to payment system. Hence this
cluster may be called as Felicity Cluster.
171
Table 4.19. The Settlement System - Final Cluster Centers
Cluster
1 2 3
SS1 3.15 3.13 3.79
SS2 3.24 1.96 4.19
SS3 3.15 1.92 4.17
SS4 3.16 1.33 4.17
SS5 3.21 1.63 4.18
SS6 3.21 2.17 4.20
SS7 3.13 2.79 4.05
SS8 3.05 2.83 3.92
SS: Settlement system
Number of Cases in each Cluster
Cluster 1 359.000
2 24.000
3 163.000
Valid 546.000
Inference
Table 4.19 clearly states that the first cluster consists of 359
(65.750%) customers of both State Bank of India and ICICI Banks, who are all
moderately satisfied towards the settlement system. Such cluster could be
named as Mediocre Cluster. In the second cluster of the settlement system the
numbers of customers are 24 (4.395%) and they are highly dissatisfied towards
the credit card payments, therefore that group of customers could be called as
Discontented Customers. The third cluster of the above table represents 163
(29.853%) customers. In that cluster, it is located that, the customers are
highly satisfied towards the RTGS (Real Time Gross Settlement). Hence, such
cluster may be denoted as Technical Expectant Cluster.
172
Table 4.20. Centralised Funds Management System - Final Cluster Centers
Cluster
1 2 3
CFM1 3.06 3.75 3.03
CFM2 3.05 3.73 3.03
CFM3 3.94 4.56 2.44
CFM4 3.65 4.39 2.67
CFM5 3.89 4.63 3.33
CFM6 3.87 4.54 2.59
CFM: Centralised Funds Management System
Number of Cases in each Cluster
Cluster 1 303.000
2 179.000
3 64.000
Valid 546.000
Inference:
Table 4..20 depicts that the first cluster comprises of 303 (55.49%)
customers of State Bank of India and ICICI bank. All of them are moderately
satisfied towards the centralized funds management system. Hence the
particular cluster could be identified as Routine Cluster. The second cluster of
the same table reveals that the 179 (32.783%) customers are highly satisfied
towards the electronic funds transfer. Therefore that cluster could be named as
Privileged Cluster. The third cluster has been formed with 64 (11.72%)
customers, who are all dissatisfied towards Bank to Bank transfer of funds. So
this group of customers could be named as Pessimistic Customers.
173
Table 4.21. Structured financial messaging solutions - Final Cluster
Centers
Cluster
1 2 3
SFM1 3.91 4.26 3.46
SFM2 2.81 4.33 2.97
SFM3 4.30 4.30 2.51
SFM: Structured financial messaging solutions
Number of Cases in each Cluster
Cluster 1 145.000
2 268.000
3 133.000
Valid 546.000
Inference
Table 4.21 reveals that the first cluster is formed with 145 (26.556%)
customers of State Bank of India and ICICI Bank. In this cluster all the
customers are dissatisfied towards the services of Telephone banking system.
Hence such cluster customers are called as Unanswered cluster customers.
The second cluster consists of 268 (49.08%) customers, who are all
highly satisfied towards the telephone banking system, so they are called as
Saturated cluster Customers.
The third cluster comprises of 133 (24.35%) customers, they are
dissatisfied towards securing message for funds transfer such cluster customers
are identified as Information seekers.
174
Table 4.22. Internet System - Final Cluster Centers
Cluster
1 2 3
IS1 3.14 2.42 3.90
IS2 3.34 2.67 4.10
IS3 3.06 2.46 4.12
IS4 2.67 4.00 4.09
IS: Internet System
Number of Cases in each Cluster
Cluster 1 159.000
2 25.000
3 362.000
Valid 546.000
Inference
Table 4.22 explicit that the customer satisfaction towards the services
of Internet system provided by State Bank of India and ICICI bank. The first
cluster represents 159 (29.12%) customers, who are all dissatisfied towards the
email management service through the Internet system such type of customers
are named as unaccomplished cluster customers.
The second cluster consists of 25 (4.578%) customers who are all
dissatisfied towards the service to view accounts. Therefore they are called
Non Co-operative cluster customers. The third cluster determines the level
of satisfaction related to 362 (66.38%) customers, as highly satisfied towards
EDI (Electronic Data Information Development). Such cluster may be noted as
Hi-Tech Cluster.
175
Table 4.23. Debit Card Management Solutions - Final Cluster Centers
Cluster
1 2 3
DCM1 4.19 3.36 2.48
DCM2 4.16 2.87 2.04
DCM3 4.26 3.51 1.76
DCM: Debit Card Management Solutions
Number of Cases in each Cluster
Cluster 1 290.000
2 231.000
3 25.000
Valid 546.000
Inference
Table 4.23 represents that the cluster 1 includes 290 (53.11%)
customers, who are all highly satisfied towards the service of network based
fraud deduction system. Therefore the customers of such cluster is named as
Safety Oriented cluster Customers.
The cluster 2 of the same table reveals the opinion of 231 (42.30%)
customers, all of them are moderately satisfied towards getting account
statements. Hence such customers are called Systematic cluster customers.
The third cluster consists of 25 (4.578%) customers, who are all dissatisfied
towards the Biometric ATMs for rural banks. The customers of such cluster
could be called Reluctant cluster customers.
176
Table 4.24. Core Banking - Final Cluster Centers
Cluster
1 2 3
CB1 3.79 4.27 3.04
CB2 3.20 4.05 2.29
CB3 3.20 4.08 2.75
CB4 3.28 4.23 2.54
CB5 3.21 4.18 2.25
CB6 3.33 4.12 1.71
CB7 3.24 4.20 2.46
CB8 3.27 4.25 3.00
CB: Core Banking
Number of Cases in each Cluster
Cluster 1 261.000
2 261.000
3 24.000
Valid 546.000
Inference
Table 4.24 states that the cluster 1 consists of 261 (47.802%)
customers of State Bank of India and ICICI Bank, Who are all moderately
satisfied related to the services of Core banking. Therefore they are called
liberalized cluster customers. The cluster two also represents 261 (47.802%)
customers, all of them are highly satisfied towards the service of access to
transactions from any branch. Based on this the customers of this cluster are
named as globalised cluster customers. The third cluster includes 24 (4.395%)
customers, who all are highly dissatisfied towards parallel working on different
issues and such cluster is approximately called as sensitive cluster customers.
177
Table 4.25. ATMs [Automatic teller machines] - Final Cluster Centers
Cluster 1 2 3
ATM1 4.06 3.18 4.02 ATM2 4.03 2.83 3.71 ATM3 4.18 2.88 3.97 ATM4 3.89 2.84 3.79 ATM5 3.76 2.95 3.72 ATM6 4.15 3.16 3.94 ATM7 3.56 3.40 3.78 ATM8 4.03 3.94 3.67 ATM9 4.05 3.21 2.04 ATM10 3.78 3.49 2.70 ATM11 4.15 4.16 4.43 ATM12 4.15 3.90 3.77 ATM13 3.97 3.56 2.25 ATM14 3.90 3.70 3.22 ATM15 4.25 3.90 3.93 ATM16 1.16 1.27 1.44 ATM17 1.36 1.56 1.65 ATM18 1.47 1.37 1.43 ATM19 1.52 1.57 1.54 ATM20 1.41 1.41 1.46
Number of Cases in each Cluster
Cluster 1 211.000 2 154.000 3 180.000 Valid 545.000
Inference
Table 4.25 reveals the level of customer satisfaction of State Bank of
India and ICICI bank relating to the ATM services. The cluster one represents
211 (38.71%) customers, who are all highly dissatisfied towards the credit card
payments through ATM. Hence customers of this cluster may be appropriately
denoted as Panic cluster customers. The second cluster represents 154
(28.26%) customers, whose satisfaction is moderate towards the validity of the
ATM card. Such customers may be called as Acceptable cluster customers.
The third cluster denotes the interest of 180 (33.02%) customers towards the
replacement of Lost / damaged ATM card. They are highly satisfied towards
that service. Therefore they are called as Tech-savy cluster customers.
178
Table 4.26. Internet Banking - Final Cluster Centers
Cluster 1 2 3
IB1 1.60 1.32 1.34 IB2 1.67 1.60 1.57 IB3 4.04 4.37 4.48 IB4 3.65 3.78 3.98 IB5 3.03 2.72 4.02 IB6 2.94 2.71 4.25 IB7 3.32 3.15 4.03 IB8 3.51 4.09 4.12 IB9 3.53 4.33 3.77
IB10 3.23 4.20 3.57 IB11 3.38 4.28 3.42 IB12 3.66 3.52 4.23 IB13 3.94 4.16 4.08 IB14 3.53 4.26 4.22 IB15 3.29 3.53 4.16 IB16 2.70 2.00 3.73 IB17 3.32 3.64 3.94 IB18 3.17 3.23 3.84 IB19 3.06 2.96 3.63 IB20 3.23 4.01 3.83 IB21 4.12 4.34 4.22 IB22 3.70 2.98 4.06 IB23 3.49 4.11 4.10 IB24 2.31 3.63 3.60 IB25 2.84 3.47 3.78 IB26 4.26 4.34 4.13 IB27 3.78 3.98 4.12 IB28 2.54 4.11 3.32 IB29 3.35 3.90 3.65 IB30 3.71 3.99 4.44 IB31 1.43 1.17 1.23 IB32 1.62 1.49 1.42 IB33 1.34 1.56 1.41 IB34 1.49 1.61 1.52 IB35 1.43 1.54 1.31 IB36 1.60 1.32 1.34 IB37 1.67 1.60 1.57 IB38 4.04 4.37 4.48 IB39 3.65 3.78 3.98
IB: Internet Banking
179
Number of Cases in each Cluster
Cluster 1 194.000 2 172.000 3 180.000 Valid 546.000
Inference
Table 4.26 projects that the cluster one refers the level of satisfaction
of 194 (35.53%) customers of State Bank of India and ICICI bank. They are
moderately satisfied towards the customer control of international movement of
funds without an intermediator. So the customers belong to such cluster is
named as Self operative cluster customers.
The second cluster of the same table reveals that the 172 customers
(31.50%) customers are highly dissatisfied towards the De-mat account
services. So such type of cluster customers are called as Unattractive cluster
customers.
The third cluster includes 180 (32.967%) customers, who are all
highly satisfied towards the information provided about the account security.
So, such cluster customers are called Factual cluster customers.
180
Table 4.27. Mobile / SMS services - Final Cluster Centers
Cluster
1 2 3
SMS1 3.80 3.73 2.38 SMS2 3.11 4.19 2.23 SMS3 3.32 4.15 2.75 SMS4 3.83 4.01 3.77 SMS5 2.91 3.96 4.19 SMS6 2.44 3.92 3.89 SMS7 2.08 3.90 4.17 SMS8 3.92 4.07 3.41 SMS9 4.14 3.95 4.16
Number of Cases in each Cluster Cluster 1 96.000 2 255.000 3 195.000 Valid 546.000
Inference
The level of customer’s satisfaction of State Bank of India and ICICI
bank towards Mobile / SMS services is expressed in three type of clusters.
The first cluster consisting of 96 (17.582%) customers, they are all
dissatisfied related to the service to view the balance of credit card over mobile.
Therefore this cluster customers are appropriately named as Suspicious cluster
Customers.
The second cluster of the same table reflects that there are 255
(46.70%) customers, who are all highly satisfied towards the reference of
payable details through the Mobile / SMS. So such cluster customers are
appropriately named as mcommerce cluster customers.
The third cluster consists of 195 (35.71%) customers, who are all
moderately satisfied towards the transfer of money between two accounts.
Therefore the customers belong to such cluster is appropriately named as
communicative cluster customers.
181
Table 4.28. Overall Satisfaction - Final Cluster Centers
Cluster 1 2 3
OS1 4.18 3.99 3.92 OS2 3.56 3.83 3.24 OS3 1.44 3.18 2.22 OS4 3.82 3.76 3.22 OS5 3.85 3.52 3.02 OS6 1.68 3.36 3.20 OS7 1.56 3.74 3.99 OS8 4.06 4.18 4.40 OS9 2.03 3.49 2.50 OS10 3.68 3.71 4.01 OS11 2.62 3.60 3.97 OS12 2.59 3.81 2.80 OS13 3.74 3.71 4.06 OS14 2.12 3.64 2.56 OS15 1.82 3.67 2.35 OS16 2.71 3.58 2.46 OS17 2.88 3.92 4.16 OS18 2.91 3.84 4.05 OS19 3.06 3.87 4.15 OS20 4.03 3.67 2.67 OS21 2.91 3.72 2.03 OS22 4.12 3.97 4.04 OS23 4.56 3.81 3.78 OS24 4.59 3.88 3.42 OS25 4.15 3.83 3.17
OS: Overall Satisfaction
Number of Cases in each Cluster Cluster 1 34.000 2 368.000 3 144.000 Valid 546.000
182
Inference
Table 4.28 exhibits that the first cluster includes 34 (6.227%)
customers of State Bank of India and ICICI Bank, whose satisfaction level is
determined as highly satisfied towards the overall performance quality of both
the banks. Therefore the customers belong to such cluster could be named as
Fulfilled cluster Customers.
The second cluster comprises of 368 customers (67.399%) whose
satisfaction level is assessed as moderate related to the service of answering
e-mail. So such cluster may be regarded as Delighted cluster Customers.
The third cluster of the above table reflects the level of satisfaction of
144 (26.373%) customers who are all dissatisfied towards the employer’s
attitude about customer complaints. Hence, this cluster is identified as
Improvement seekers cluster.
183
ASSOCIATION AMONG VARIOUS TRADITIONAL PRODUCTS AND
CLUSTERS OF CUSTOMER SATISFACTION
Table 4.29 elicits the association between the various traditional
products offered by SBI and ICICI banks and the cluster of customers
satisfaction. Table 4.29. Traditional Products
Clusters Current A/c FD A/c R.D. A/c O.D. A/c Loan A/c
1 Payment system -- -- 6.573 (0.037) -- --
2 ATM -- 46.648 (0.000) -- 6.955
(0.031) --
3 Internet banking 13.667 (0.001)
25.812 (0.000) -- -- 9.887
(0.007) 4 Mobile / SMS -- -- 7.944
(0.019) -- --
5 Overall satisfaction 7.606 (0.022)
16.297 (0.000) -- -- --
From the Table 4.29 it is found that the RD account holders are well
associated with the segmentation of the payment system and Mobile / SMS
services. It implies that the RD account holders are meticulous about their
payment system and usage of Mobile / SMS service. The FD account holders
have extended their deep association towards the different segmentations
namely ATM service, Internet banking and the overall satisfaction.
It is understood that the FD account holders are linked to speedy
response, anytime cash availability, delivering of bank service at home, low
investment in cost and time of deployment which leads to the usage of ATM
services, Internet banking and to reach the overall satisfied level. Regarding
the current account holders it is found that they are closely associated to the
internet banking and overall satisfaction clusters. It clearly states that the
current account holders prefer to convenience in connectivity and improvement
in work efficiency, the usage of Internet banking, which may ultimately lead to
184
overall satisfaction because it is more convenient for an easy access of payment
at anytime anywhere.
I.T. BASED PRODUCTS
Table 4.30 exhibits the association between the information
technology based products offered by SBI and ICICI bank and the clusters of
customers satisfaction.
Table 4.30. I.T. Based products
Clusters Recurring
deposit
Annuity
deposit
Flexi
deposit
Current
account
Premium
savings
account
1 Internet system -- -- --
6.580
(0.037)
2 Core banking 6.426
(0.040) -- -- -- --
3 ATM 24.292
(0.000)
13.584
(0.001) -- -- --
4 Internet banking 18.760
(0.000) --
20.002
(0.000)
26.710
(0.000) --
5 Mobile / SMS -- -- --
7.841
(0.020)
16.546
(0.000)
6 Overall
satisfaction -- --
7.072
(0.029)
11.892
(0.003)
8.987
(0.011)
From Table 4.30 it is highlighted that the recurring deposit account
holders are well associated with the segmentations of core banking, ATM
services and Internet banking. It concludes that the RD account holders are
very attentive towards banking from anywhere, any time one-to-one interaction
185
with the banks web-site and to receive high quality services by the usage of
core banking services, ATM services and Internet banking.
The annuity deposit holders are exclusively associated with the ATM
banking segmentation. So, it implies that the annuity deposit holders are
routine in nature to perform routine banking of deposit and withdrawal of their
money 24 hours a day, 7 days a week by the usage of ATM services. The flexi
deposit scheme holders are intensively associated with the dimension of
Internet banking and overall satisfaction.
The Internet banking cluster facilitates the flexi deposit holders to
meet their demands such as to earn attractive rate of interests and flexibility in
choosing the investment amount and period.
The current account holders are extensively associated with the
Internet system, internet banking, mobile / SMS services and overall
satisfaction. Ease and flexibility in operation with little restrictions and
exposure to global trends attract the usage of internet system, internet banking
and Mobile / SMS by the current account holders providing an overall
satisfaction. Finally, the premium savings account holders are closely
associated with the divisions of Mobile / SMS and overall satisfaction. This is
due to the regularity accuracy and clarity for immediate exchange of
information through Mobile / SMS. This situation offers an overall satisfaction
to the premium saving account holders.
186
Table 5.31 represents the relationship between the information technology
based products and the clusters classification of customer satisfaction.
Table 4.31. I.T. Based Products
Clusters
Savings
plus
account
Rent plus
scheme
Medi plus
scheme
Basic
banking –
no frills
account
Yuva
savings
bank a/c
1 Centralized funds
management
system
-- -- 8.536
(0.014) -- --
2 Internet system -- --
10.500
(0.005) -- --
3 Internet banking 32.598
(0.000)
7.543
(0.023)
10.104
(0.006) --
13.643
(0.001)
4 Mobile / SMS 32.242
(0.000)
7.266
(0.026)
10.295
(0.006)
8.376
(0.015)
6.093
(0.048)
5 Overall
satisfaction
31.012
(0.000)
14.761
(0.001)
19.849
(0.000)
19.773
(0.000)
17.196
(0.000)
An examination of Table 4.31 reveals that the savings plus account
holders are intensively associated with the internet banking, Mobile / SMS and
overall satisfaction dimensions. Computations of the above result show that
the savings bank account holders are technology utilizes of the components of
comprehensive E-banking (internet banking, Mobile / SMS) and by attain the
stage of overall satisfaction.
187
The customers who avail the rent plus scheme are also closely
associated with the segmentation of Internet banking service, Mobile / SMS
service and the overall satisfaction as the savings plus account holders benefit.
The Mediplus scheme holders have a deep association with the
divisions of the centralized funds management system, internet system, internet
banking, Mobile / SMS and overall satisfaction. The ultimate aim of the
holders of Medi-plus is to avail their various financial needs through a wide
menu of services like centralized funds management system, Internet system,
internet banking Mobile / SMS and finally to reach the overall satisfaction.
The basic banking no frills account holders are having a deep
association with the classification of Mobile / SMS service and overall
satisfaction. It is identified that the above said account holders are informed
customers about their banking details through Mobile/ SMS service and there
by attain maximum satisfaction.
The yuva savings bank account holders are having an intense
association with the clusters of internet banking, Mobile / SMS and overall
satisfaction as these clusters facilitate young minds to manage their personal
finance by the usage of yuva savings bank account and attract the new young
customers.
188
Table 5.32 depicts the association between the Information
Technology based services offered by SBI and ICICI banks and the various
segmentation of customer satisfaction.
Table 4.32. I.T. Based Services
Clusters
Cre
dit c
ard
ATM
deb
it ca
rd
Cas
h +
inte
rnat
ion
al
Trav
el c
ard
Inte
rnat
ion
al A
TM
cum
Deb
it G
old
inte
rnat
ion
al d
ebit
1 Payment system -- -- -- -- -- 7.148 (0.028)
2 Settlement system -- -- -- -- 6.689 (0.035) --
3 ATM 8.202 (0.017) -- -- -- 12.562
(0.002) --
4 Internet banking 17.440 (0.000)
9.087 (0.011)
57.877 (0.000)
46.088 (0.000)
9.355 (0.009)
16.929 (0.000)
5 Mobile / SMS -- -- 20.789 (0.000)
28.835 (0.000)
19.908 (0.000)
7.456 (0.024)
6 Overall satisfaction -- -- -- 14.754 (0.001) -- --
The study of the Table 4.32 reveals that the Credit Card holders are
well associated with the dimensions of ATM service and Internet banking
service. Based on that it is ascertained that the credit card holders become user
friendly towards the internet banking service and ATM service.
ATM debit card holders have a very close link with internet banking.
The use of this debit card facilitates the holder of the card at the point of sales
to make payment, even from home for obtaining cash and also serves the
purpose as that of a cheque. The cash international service availed by the
customers have their link towards internet banking and Mobile / SMS. The
challenge of such service is to serve the mass market customers. The internet
banking and Mobile / SMS have become an accepted sales channel for
financial service products.
189
The travel card holders are closely linked with the internet banking,
Mobile / SMS and overall satisfaction. These three divisions of clusters
provide to maintain a high level of public confidence to travel fearlessly to all
ends of the globe. The international ATM cum debit card holders are well
linked with the payment system, ATM, Internet banking and Mobile / SMS.
The holders of this card are benefited towards under geographical
reach and convenient connectivity for the payment at the point of sales and
withdrawal of cash by the usage of the above E-banking component.
The Gold international Debit Card holders are closely associated with
the segmentation of payment system Internet banking and mobile / SMS.
Sophisticated international travelers hold the priority towards the gold
International Debit Card. It facilitates to avail all privileges through internet
banking and Mobile / SMS.
190
Table 4.33 identified the association between the services offered by SBI and
ICICI banks and the clusters of customer satisfaction.
Table 4.33. I.T. Based Services
C
lust
ers
Smar
t car
d
Gift
car
d
Yuv
a ca
rd
E-p
ay c
ard
Vis
hwa
yatr
a fo
reig
n tr
ade
card
C
orpo
rate
ca
rds
Prep
aid
card
s
1 Debit card management solution
-- -- -- -- -- -- 6.462 (0.040)
2 ATM -- -- -- -- -- 7.108 (0.029)
9.622 (0.008)
3 Internet banking 14.028 (0.001)
41.789 (0.000)
29.365 (0.000)
20.875 (0.000) -- 36.907
(0.000) 16.999 (0.000)
4 Mobile / SMS 16.699 (0.000)
22.692 (0.000)
25.598 (0.000)
10.614 (0.005)
6.659 (0.036) -- --
5 Overall satisfaction 12.167 (0.002)
19.252 (0.000)
18.002 (0.000) -- -- -- 6.637
(0.036) The smart card holders are deeply associated with the internet
banking, Mobile / SMS and overall satisfaction. The card holders are benefited
towards a multiple number of cards service through one smart card. This
service result in an increase in the use of electronic and card based payments in
retail transactions. This leads to close association with the two components of
E-banking and provides an overall satisfaction.
The gift card holders and the yuva card holders are having an
extensive association with the Internet banking, Mobile / SMS and overall
satisfaction. The above two type of card holders linked with visa international
receive comfort, convenience and acceptability by the usage of such cards
through the above E-banking segments.
191
The E-pay card holders are deeply associated with the Internet
banking and Mobile / SMS. The customers of E-paycard avail the personalized
services (Payment of utility bills) from their home. This privilege eases them
from the drudgery of the day’s task.
The corporate card holders are well associated with the ATM and
internet banking. It is a great to the employees of the corporate sector to
enhance current and future relationships with banking sector. It also provides
higher degree of convenience and accessibility both to the employee and
employer of the corporate sector.
The prepaid card holders have an interaction with debit card
management solution, ATM, internet banking and overall satisfaction. The
holders of this card should be meticulous as it limits their use. Nevertheless,
they can avail the benefit of ATM and internet banking services and attain the
overall satisfaction of its use.
192
Table 4.34 reveals the association between the Information Technology based
services offered by SBI and ICICI and the segmentation of customer
satisfaction.
Table 4.34. I.T. Based Services
Clusters Internet
services
Online
trading
Mobile
banking
Trading
service
ATM
1 ATM -- -- --
6.714
(0.035) --
2 Internet
banking
24.034
(0.000) --
12.147
(0.002)
36.238
(0.000)
8.823
(0.012)
3 Mobile /
SMS --
7.265
(0.026) --
19.933
(0.000)
15.894
(0.000)
4 Overall
satisfaction
13.106
(0.001)
11.435
(0.003) --
28.999
(0.000)
34.873
(0.000)
The Internet service availed customers are having an extreme
association with the divisions of internet banking and overall satisfaction. The
customers who can operate the bank account from home facilitate the
convenience of making payments, transfer of funds and carrying on all normal
transactions from the desktop. This ultimately leads to overall satisfaction of
the customers.
The On line trading services carried out by the customers are closely
associated with the mobile / SMS and overall satisfaction. The basic trading
requirements by the traders are fulfilled through the immediate response over
this cluster of mobile / SMS services. This finally leads to overall satisfaction
of the customers.
193
The Mobile banking service holders have a close link with the
Internet banking. The combination of the two e-banking (Mobile banking and
Internet banking) service and segmentation enhances the banking transaction
effectively.
The trading service availed customers are closely connect with ATM
service, Internet banking, Mobile / SMS and overall satisfaction segmentation.
The customers are facilitated towards the easy payment, one to one contact and
speedy response over the adoption above clusters. This also initiates the
overall satisfaction of the customers.
The ATM service availing customers have interlinked with Internet
banking, Mobile / SMS and overall satisfaction. The customers of ATM
service are privileged to avail anytime cash deposit and withdrawal through the
transactions carried out by Internet banking and Mobile / SMS. This adds to
the overall satisfaction of ATM services.
194
Table 4.35 represents the association between the services offered by SBI and
ICICI and the segmentation of customer satisfaction.
Table 4.35. I.T. Based Services
Clusters Investment
services
Cash
management
services
Broking
services
RTGS /
NEFT
E-
invest
1 Structural
financial
messaging
solutions
-- -- -- -- 9.479
(0.009)
2 ATM 6.286
(0.043) -- -- -- --
3 Internet banking --
15.278
(0.000)
7.211
(0.027)
8.037
(0.018)
16.216)
(0.000)
4 Mobile / SMS --
6.355
(0.042) --
16.003
(0.000)
10.221
(0.006)
5 Overall
satisfaction --
10.098
(0.006) --
8.867
(0.012)
8.650
(0.013)
The investment services availed customers are deeply associated with
the ATM services. The anytime deposit and anytime payment enable the
customers to accelerate their investment services effectively.
The cash management service preferring customers are intensively
associated with the Internet banking, Mobile / SMS and overall satisfaction.
The dispensing of surplus cash by the customers is carried out effectively with
the segmentations of Internet banking, Mobile / SMS.
195
The broking service availed customers are closely associated with the
Internet banking. The Internet banking customers can have an easy access to
the bank branches rendering the broking services at the expense of time and
cost.
The RTGS / NEFT (Real gross settlement and Net Electronic Fund
Transfer) service used customers are extensively associated with the internet
banking, mobile / SMS and overall satisfaction. The customers who expect
swift service with minimal response of time, and efficient service delivery have
access to internet banking and overall satisfaction segmentations.
The E-invest service availed customers are closely related to the
structural financial messaging solutions, internet banking, mobile / SMS and
overall satisfaction. The investors find it is convenient to make investment in
public issue through the usage of internet banking, mobile / SMS and overall
satisfaction.
196
Table 4.36 represents the association between the services offered by SBI and
ICICI and the segmentation of customer satisfaction.
Table 4.36. I.T. Based Services
Clusters MICR Multi city
cheques
RBIEFT E-Pay ECS
1 Internet system -- --
7.968
(0.019) -- --
2 Debit card
management solution -- --
6.987
(0.030) -- --
3 Internet banking 6.480
(0.039)
10.029
(0.007) -- -- --
4 Mobile / SMS -- -- -- --
7.983
(0.018)
5 Overall satisfaction 7.088
(0.029)
6.143
(0.046)
7.866
(0.020)
8.242
(0.016) --
The MICR (Magnetic Ink Character Recognition) feature found (at
the base of the) cheque is closely associated with the Internet banking and
overall satisfaction. This technology facilitates to minimize chances of error,
make easy clearing and transfer of funds become faster for customers. It is a
privilege for both customers and bank offering overall satisfaction.
The MCC (Multi City Cheque) facility is closely associated with
Internet banking and overall satisfaction segmentations. The business clients
find that it is convenient to disburse payment to their acknowledged clients
over Internet banking transaction.
197
The RBIEFT technology is closely knit with the internet system
cluster. Debit Card management solutions and overall satisfaction. This helps
in the transfer of funds between the branches through RBI over Internet
banking.
E-pay card holders are closely associated with the overall satisfaction
cluster. Due to the availability of funds, it is made easy for the customers to
withdraw his required amount at anytime from any ATM and also know of his
balance at free of charge.
ECS (Electronic Clearance Service) system is well associated with
the Mobile / SMS. The customers who adopt this system avail the benefit of
speedy response in transfer of funds and getting information as required.
198
Table 4.37 represents the association between the services offered by SBI and
ICICI and the segmentation of customer satisfaction.
Table 4.37. I.T. Based Services
Clusters Tele /
Mobile
banking
SMS
services
Foreign
inward
remittance
Safe
deposit
locker
NRI
services
1 Payment system -- -- --
7.135
(0.028)
7.014
(0.030)
2 Centralized funds
management
system
-- -- -- -- 6.648
(0.036)
3 Structural
financial
messaging
solutions
-- 6.214
(0.045) -- -- --
4 Internet banking --
6.001
(0.050) -- --
10.972
(0.004)
5 Mobile / SMS 13.628
(0.001) -- --
10.133
(0.006)
6.342
(0.042)
6 Overall
satisfaction --
20.093
(0.000)
18.795
(0.000) --
6.833
(0.033)
The Tele/Mobile banking is deeply associated with Mobile / SMS.
The customers who avail this service acquire speedy response towards the
banking transactions.
199
The SMS service is closely knitted with the structural financial
messaging solutions internet banking and overall satisfaction. The customers
who avail this service benefit a quick response towards the financial aspects
and banking operations over the Online banking. This offers an overall
satisfaction to the SMS service customers.
The foreign inward remittance is closely related to the overall
satisfaction. The customers who avail this service are fully satisfied the way in
which the remittance made effectively and accurately.
The safe deposit lockers remittance is deeply linked with the payment
system and mobile / SMS. The customers who avail this service find it is
convenient towards the remittance of rent. In addition to the transfer of
information from either side is made possible through mobile / SMS service.
The NRI services are closely linked with the payment system, central
funds management system, Internet banking, mobile / SMS and overall
satisfaction. The customers who are away from their home land avail the NRI
services. They benefit extensively towards the remittance and management of
funds. They log in and log out easily from wherever they are, making
transactions easily, immediately effectively and accurately through internet
banking and mobile / SMS service. This ultimately leads to the overall
satisfaction.
200
DIFFERENT CLUSTER COMBINATION AND TWO TYPES OF
BANKS
The present study deals with the public sector and a private sector
banks. In particular the cluster classifications are carried out based on the
perceptual difference among the customers. In this section the association
between the type of banks and their cluster classifications are tested through a
non-parametric chi-square approach.
Association between type of banks and the clusters of payment system
Table 4.38. Payment system Type Normative Web assisted Felicity Total SBI 104 95 68 267 ICICI 115 75 89 279 Total 219 170 157 546
From Table 5.38 it is found that in SBI 39% is normative in nature,
35.6% customers are web oriented and 25.5% customers are identified as
convenient type. It is also located from the above table that in ICICI bank
41.2% is agreeable in nature, 26.9% are web connected customers and 31.9%
are found convinced.
Chi-Square Tests
Value df Asymp. Sig.
(2-sided) Pearson Chi-Square 5.453(a) 2 .065 Likelihood Ratio 5.465 2 .065 Linear-by-Linear Association .349 1 .554 N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 76.77.
201
The Chi-square value is 5.453 and P is equal to 0.065, which are
statistically proved as insignificant. Therefore it can be understood that there is
no association between the different types of banks and the payment system
clusters. Both the bank customers have the same type of perceptions towards
the payment system service.
Association between the type of banks and the clusters of the settlement
system
Table 4.39. Settlement System
Type Mediocre Cluster
Discontented Clusters
Technical Expectant Cluster
Total
SBI 172 22 73 267 ICICI 187 2 90 279 Total 359 24 163 546 In the context of the settlement system, Table 4.39 reveals that in SBI
64.4% of customers are in the mediocre status, 8.2% of customers are in the
discontented level and the remaining 27.3% customers are considered as
technologically preferred. In ICICI 67% is at mediocre level, 0.72% is related
to discontented behaviour and 32.3% customers are referred as technocrats.
Chi-Square Tests
Value df Asymp.
Sig. (2-sided) Pearson Chi-Square 18.812(a) 2 .000 Likelihood Ratio 21.642 2 .000 Linear-by-Linear Association .088 1 .767
N of Valid Cases 546 a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 11.74.
202
The Chi-square value is 18.812 and P is equal to .000 which is
statistically proved as significant. So it is understood that there is an association
between the banks and the settlement system clusters. Therefore it can be
concluded that the customers of SBI and ICICI bank perceived different
notions pertaining to the settlement system. This further concludes the
technicalities in SBI and ICICI bank for the settlement system gave different
projections to their customers.
Association between the type of banks and the clusters of the centralized
funds management system.
Table 4.40. Centralized Funds Management System Type Routine
Cluster Privileged Cluster
Pessimistic Customers
Total
SBI 160 71 36 267
ICICI 143 108 28 279
Total 303 179 64 546
Table 5.40 presents that in SBI 59.9% of customers are routine
activity oriented 26.6% belong to the privileged class and 13.48% of customers
are traced as pessimistically characterized. In ICICI bank 51.25% of customers
are related to the routine type, 38.7% of customers are privilege availed and
10% is pessimistic in nature.
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 9.343(a) 2 .009
Likelihood Ratio 9.397 2 .009
Linear-by-Linear Association .773 1 .379
N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 31.30.
203
The chi-square value is 9.343 and P is equal to .009, which is
statistically proved as significant. Based on this fact it is stated that there is an
association between the banks and the centralized funds management clusters.
Hence, it can be further concluded that the customers of SBI and ICICI differ
in their perception due to the effect of the information technology inputs on the
business outputs of the banks.
Association between the type of banks and the clusters structured financial
messaging solutions.
Table 4.41. Structured Financial Messaging Solutions
Type Unanswered Saturated Information
seekers
Total
SBI 71 124 72 267
ICICI 74 144 61 279
Total 145 268 133 546
Table 4.41 reveals that, in SBI 26.6% are unanswerably placed,
46.4% of customers are at saturated level and 27% of customers are seeking
information. Regarding the ICICI bank 26.5% are related to the unanswered
category, 51.6% of customers have reached the saturated stage and 21.9% of
customers are in search of information.
Chi-Square Tests
Value df Asymp. Sig. (2-
sided) Pearson Chi-Square 2.202(a) 2 .333 Likelihood Ratio 2.203 2 .332 Linear-by-Linear Association .678 1 .410
N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 65.04.
204
The chi-square value of the table is 2.202, and P is equal to .333,
which is statistically proved as insignificant. Thus it leads you to conclude that
there is no association between the banks and the structured financial
messaging solutions serving clusters. From the above analysis it is also stated
that the compact of the information technology adopted in SBI and ICICI bank
for the delivery of structural financial messaging solutions pave the way for
similar different perceptions to their customers.
Association between the type of banks and the clusters Internet system
Table 4.42. Internet System Type Unaccomplished Non-cooperative Hi-Tech Total
SBI 85 16 165 266 ICICI 74 8 197 279 Total 159 24 362 545
Table 4.42 represents that in SBI 32% are in an unaccomplished
status 6% is of non cooperative nature and 62.03% is located as Hi-technology
based customers. The same table reveals that in ICICI 26.5% is at the
unaccomplished level 2.9% are considered as of non-cooperative attitude and
70.6% is related to Hi-tech oriented.
Chi-Square Tests
Value df Asymp. Sig. (2-
sided)
Pearson Chi-Square 5.950(a) 2 .051 Likelihood Ratio 6.002 2 .050 Linear-by-Linear Association 3.265 1 .071 N of Valid Cases 545
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 11.71.
205
The chi-square value of the above table is 5.950 and P is equal to .051
which is statistically proved as insignificant. Hence, it is derived that there is
no association between the banks and the internet clusters. Both these bank
customers have perceived the service of the Internet system in the same
manner.
Association between the type of banks and the clusters Debit card
management solutions.
Table 4.43. Debit Card Management Solutions
Type Safety oriented Systematic Reluctant Total
SBI 147 103 17 267
ICICI 143 128 8 279
Total 290 231 25 546
Table 4.43 states that in SBI 55% of customers are safety related
38.6% are systematic in their activities and 6.4% customers are reluctant in
their behavior. In ICICI bank, it is found that 51.25% belong to the safety
connected 45.9% is identified as having systematic culture and 2.9% of
customers are reluctant in their attitude.
Chi-Square Tests
Value df Asymp. Sig. (2-
sided) Pearson Chi-Square 5.740(a) 2 .057 Likelihood Ratio 5.816 2 .055 Linear-by-Linear Association .004 1 .952
N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 12.23.
206
The chi-square value is 5.740 and p is equal to .057, which is
statistically proved as insignificant. Thus it can be rightly said that the banks
have no association with the clusters of the debit card management system. It
is also further concluded that the customers of these two banks have the same
type of perception towards the service of debit card management solutions.
Association between the type of banks and the clusters of Core Banking
Table 4.44. Core Banking
Type Liberalized Globalised Sensitive Total
SBI 121 126 20 267
ICICI 140 135 4 279
Total 261 261 24 546
Table 4.44 represents that in SBI 45.3% of customers have liberalized
experience, 47.19% have recognized the globalised effect and 7.5% of the
customers are sensitive in nature. In ICICI bank, it is found that the liberalized
oriented customers are 50.2%. The globalised level customers are 48.4% and
1.43% of customers are prone to sensitiveness.
Chi-Square Tests
Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 12.102(a) 2 .002
Likelihood Ratio 13.075 2 .001
Linear-by-Linear
Association 4.867 1 .027
N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 11.74.
207
The chi-square value is 12.102 and P is equal to .002, which is
statistically proved as significant. So it is established that the banks have an
association with the clusters of the core banking system. Based on the above
result it is concluded that the customers of SBI and ICICI bank differ in their
perception due to the information technology input in their performance
towards the core banking services.
Association between the type of banks and the clusters of ATM service
Table 4.45. ATM Service
Type Panic Acceptable Tech-savy Total
SBI 106 85 75 266
ICICI 105 69 105 279
Total 211 154 180 545
Table 4.45 projects clearly that in SBI 39.8% of customers are
noticed to be panic in nature, 32% belong to the acceptable tendency and
28.2% customers are tech-savy type. In ICICI bank the customers who are all
panic in their behaviour are 37.6%. Acceptable attitude customers are 24.7%
and it is considered that 37.6% of customers are tech-savy oriented.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 6.361(a) 2 .042 Likelihood Ratio 6.383 2 .041 Linear-by-Linear Association 2.585 1 .108
N of Valid Cases 545
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 75.16.
208
The chi-square value is 6.361 and p is equal to .042, which is
statistically proved as significant. From the above table it is definite that there
is an association between the banks and the ATM clusters. Further it is
ascertained that the customers of SBI and ICICI banks expressed their
perception differently towards the services of ATM. Finally it is concluded that
the financial portals adopted in SBI and ICICI bank for the ATM services
provided different impact.
Association between the type of banks and the clusters of Internet Banking
Table 4.46 Internet Banking
Type Self operative Unattractive Factual Total
SBI 90 92 85 267
ICICI 104 80 95 279
Total 194 172 180 546
Table 4.46 depicts that in SBI 33.70% of customers are self oriented,
34.5% are unattractive in their nature and 31.8% are related to the facts
dependable. The ICICI bank exhibits that 37.3% of the customers are of self-
operative attitude, 28.7% are considered as unattractive type and 34% of
customers are facts insistent.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 2.140(a) 2 .343 Likelihood Ratio 2.141 2 .343 Linear-by-Linear Association .036 1 .849
N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 84.11.
209
The chi-Square value is 2.140 and P is equal to .343 which is greater
than .05 at 5% level, so it is statistically proved as insignificant that leads to
decide that there is no association between the banks and the Internet clusters.
It can be further said that the customers of SBI and ICICI bank are in the same
type of perception towards the transactions through the internet system.
Association between the type of banks and the clusters Mobile / SMS
services.
Table 4.47. Mobile / SMS services
Type Suspicious mCommerce Communicative Total
SBI 48 117 102 267
ICICI 48 138 93 279
Total 96 255 195 546
Table 4.47 presents that in SBI 18% of their customers are of a
suspicious mind, 43.8% are related to mobile linkers and 38.2% are noticed as
communication oriented. In ICICI bank, 17.2% of customers belong to a
suspicious category, 49.5% are identified as mobile users and 33.3% are noted
as communication exchangers.
Chi-Square Tests
Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 1.882(a) 2 .390
Likelihood Ratio 1.883 2 .390
Linear-by-Linear
Association .457 1 .499
N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 46.95.
210
The chi-square value is 1.882 and P is equal to .390, which is
insignificant. Based on this result it is understood that there is a no relationship
between the type of banks and the clusters. It is also understood that the
customers of SBI and ICICI bank are similar in their perception related to the
service of Mobile / SMS.
Association between the type of banks and the clusters of Overall
Satisfaction.
Table 4.48. Overall Satisfaction
Type Fulfilled Delighted Improvement
seekers Total
SBI 16 167 84 267
ICICI 18 201 60 279
Total 34 368 144 546
Table 4.48 illustrates that in SBI 6% belong to fulfilled position,
62.5% of customers are identified as delightful level and 31.5% are in search of
improvement. In ICICI bank 6.5% customers have reached the full-fledged
stage, 72% of customers are found delighted and 21.5% of customers require
information always.
Chi-Square Tests
Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 6.999(a) 2 .030
Likelihood Ratio 7.018 2 .030
Linear-by-Linear
Association 5.175 1 .023
N of Valid Cases 546
a 0 cells (.0%) have expected count less than 5. The minimum expected count
is 16.63.
211
The chi-square value is 6.999 and P is equal to .030, which is
significant. Based on the significance level it is understood that the banks have
an association with the overall satisfaction clusters. So the above solution
offers the customer’s perception of the overall satisfaction towards the
Information Technology based products and services of SBI and ICICI bank. It
represents inconsistent values. So it is further concluded that the technology
infrastructure in SBI and ICICI bank contribute different opinion to the
customers of the banks in terms of customers satisfaction parameter.
HYPOTHESIS TESTING – 1 Customer satisfaction does not defer on the basis of computerized services, core
banking services, ATM services, internet banking services and mobile / SMS
services.
The overall customer satisfaction and satisfaction over I.T based
products differ significantly with respective to the different types of banks.
The cluster analysis clearly distinguished the satisfaction level of customers in
two types of the banks taken as sample. Therefore the Null -hypothesis is
rejected at 5% level and concluded that the customers satisfaction of SBI and
ICICI customers differ with respect to various products and services.
Conclusion This Chapter deals with analyzing and evaluating the customer
satisfaction levels with respect to I.T. based products and services in SBI and
ICICI banks. It can be concluded that Customer satisfaction defers on the basis
of various I.T. based Products and services.