Table of Contents

ACKNOWLEDGMENT …………………………………………………………………………… 9
ABSTRACT……………………………………………………………………………………………………. 10
CHAPTER 1:INTRODUCTION ……………………………………………………….. 11
1.1. INTRODUCTION ……………………………………………………………………….. 11
1.2. OVERVIEW OF THE STUDY ………………………………………………………………………… 11
1.3. BACKGROUND OF INTERNET BANKING ……………………………………………. 12
1.4 RATIONALE OF THE TOPIC …………………………………………………………… 13
1.5 PROBLEM STATEMENT ……………………………………………………………… 14
1.6 RESEARCH AIM …………………………………………………………………………….. 14
1.7 RESEARCH OBJECTIVES ………………………………………………………………………. 15
1.8 RESEARCH QUESTIONS ………………………………………………………………… 15
1.9 RESEARCH HYPOTHESIS ……………………………………………………………………….. 15
1.10 STRUCTURE OF THE DISSERTATION …………………………………………………………. 15
CHAPTER 2: LITERATURE REVIEW ……………………………………………….. 17
2.1 INTRODUCTION …………………………………………………………………………………. 17
2.2 RUDIMENTARY OF INTERNET BANKING ………………………………………………………….. 17
2.3 BEGINNING OF COMPUTERIZATION IN INDIAN BANKS …………………………… 18
2.4 CURRENT STATUS OF E-BANKING ADOPTION IN INDIA ……………………….. 19
2.5 INTERNET BANKING IN HARYANA …………………………………………………. 20
2.6 Reasons of low adoptability of internet banking in Haryana ……………………… 21
2.7 BENEFITS OF INTERNET BANKING ……………………………………………… 21
Benefits for Customers ……………………………………………………………….. 21
Convenience and Ease ……………………………………………………………….. 22
Availaility at almost every time ………………………………………………………….. 22
Self Service Channel ……………………………………………………………………… 22
Saving of both money and time ………………………………………………………………….. 22
2.8 BENEFITS TO BANKS ……………………………………………………………………… 23
A rise in the profitability ……………………………………………………………………………… 23
Cost Effective Technology ………………………………………………………………………….. 23
Reaching to area with no banks ………………………………………………………………….. 23
Improvement of the customer’s relationship ………………………………………………….. 23
Adoption of internet banking in Haryana………………………………………………………. 23
Persuasion ……………………………………………………………………………….. 24
Knowledge ………………………………………………………………………………. 24
Confirmation ……………………………………………………………………. 24
Decision ………………………………………………………………………. 24
Implementation ……………………………………………………………………………… 24
2.9 MODELS AND THEORIES OF INTERNET BANKING………………………………………….. 25
Theory of Planned Behavior (TPB) ……………………………………………………………. 25
Theory of Reasoned Action (TRA) ………………………………………………………… 26
Triandis Model ……………………………………………………………………………………… 27
Technology Acceptance Model ………………………………………………………… 28
2.10 DIFFUSION OF INNOVATION IN INTERNET BANKING ………………………………. 29
Observability …………………………………………………………….. 29
Trialability ………………………………………………………………….. 29
Complexity ……………………………………………………………………… 29
Compatibility …………………………………………………………………………….. 30
Relative Advantage …………………………………………………………. 30
2.11 COMPARISON OF MODELS AND THEORIES DESCRIBED 200 …………….. 30
2.12FACTORS AFFECTING INTERNET BANKING IN HARYANA ………………. 30
Security ………………………………………………….. 31
Site Disruption and Navigation ………………………………………… 31
Education …………………………………………………………. 31
User Apprehension …………………………………………………………….. 31
Accessibility……………………………………………………………….. 31
2.13 IMPACT OF INTERNET BANKING IN HARYANA DISTRICT ……………………… 32
Positive impact ………………………………………………… 32
Negative impact …………………………………………………………………. 32
2.14 LITERATURE REVIEW CONCLUSION……………………………………………… 32
CHAPTER 3: RESEARCH METHODOLOGY…………………………. 34
3.1 INTRODUCTION …………………………………………………………………. 34
3.2 RESEARCH ONION ………………………………………………………………….. 34
3.3 RESEARCH PARADIGMS …………………………………………………………………. 35
3.4 RESEARCH PHILOSOPHY ………………………………………………………………. 35
3.4.1 JUSTIFICATION OF RESEARCH PHILOSOPHY ………………………………….. 36
3.5 RESEARCH APPROACH ……………………………………………………………………… 36
3.5.1JUSTIFICATION OF RESEARCH APPROACH …………………………………….. 36
3.6RESEARCH DESIGN …………………………………………………….. 37
3.6.1JUSTIFICATION OF RESEARCH DESIGN …………………………………………… 37
3.7RESEARCH STRATEGY ……………………………………………………….. 37
3.7.1 JUSTIFICATION OF RESEARCH STRATEGY …………………………………… 38
3.8DATA COLLECTION METHODS …………………………………………… 38
3.8.1Quantitative data collection methods ………………………….. 38
3.9DATA ANALYSIS………………………………………… 39
3.10ACCESSIBILITY ISSUES …………………………………………………………. 39
3.11SAMPLING METHODS AND SAMPLE SIZE ……………………………… 40
3.12RELIABILITY AND VALIDITY ……………………………………………………….. 40
3.13RESEARCH LIMITATIONS ………………………………………………………… 41
3.14ETHICAL CONSIDERATIONS …………………………………………. 41
3.15TIME HORIZON ……………………………………………………….. 41
Table 1: Gantt chart …………………………………………. 43
3.16SUMMARY ……………………………………………………………….. 43
CHAPTER 4: DATA ANALYSIS /FINDINGS ……………………………….. 43
4.1 DATA ANALYSIS/ FINDINGS ……………………………………………….. 44
4.1.1 INTRODUCTION ……………………………………………………… 44
4.2 FINDINGS AND ANALYSIS ………………………………………………….. 45
4.2.1 SOCIO-DEMOGRAPHIC …………………………………………… 45
4.2.2Familiarity with Internet banking…………………………………… 46
4.2.3 THREE MAIN REASON OF LOW ADOPTABILITY OF INTERNET BANKING ……….. 48
4.2.4RANKING TO THE ALL SEVEN REASONS …………………………. 50
4.2.5WHICH PARTICULAR PROBLEM SHOULD NEED TO SOLVE FIRST OUT OF SEVEN: …………. 50
4.2.6WHICH TYPE OF SERVICES CURRENTLY USED BY THE CUSTOMERS? …….. 51
4.2.7SATISFACTION LEVEL OF CUSTOMERS ……………………… 52
4.2.8HOW OFTEN CUSTOMERS USE INTERNET BANKING ……………………….. 53
How long customers are using Internet banking ……………………………… 53
4.3ANALYSIS …………………………………………………………… 54
4.3.1 Research sub questions …………………………………………………. 55
CHAPTER 5: CONCLUSION AND RECOMMENDATION …………………….. 56
5.1 CONCLUSIONS ……………………………………………………………….. 56
5.2 RECOMMENDATION …………………………………………………………………………. 57
5.2.1 Suggestions to the customers ………………………………………………….. 57
5.2.2Suggestions to the banks and government ……………………………. 58
CHAPTER6: SELF-REFLECTION ……………………………………….. 60
6.1 INTRODUCTION ………………………………………………………. 60
6.2 LEARNING STYLE ………………………………………. 60
6.3 LEARNING STYLE DESCRIPTION ……………………………………. 61
6.4 LEARNING & DEVELOPMENT …………………………………………. 63
6.4.1 Research skills ………………………………………………….. 63
6.4.2 Data analysis skill ……………………………………….. 63
6.4.3 Decision making skills ……………………………………….. 63
6.4.4 Team working skills ………………………………….. 64
6.4.5 Time management skills ……………………………………………….. 64
6.5 SELF REFLECTION ……………………………………………………………………. 65
CHAPTER 7: BIBLIOGRAPHY ………………………………………………………… 67