Final MBA dissertationT

ADAPTABILITY OF INTERNET BANKING IN HARYANA STATE OF INDIA
Adaptability of Internet banking in Haryana State of India
Dissertation submitted in part fulfillment of the requirement for
the degree of masters in business administration (MBA) with Dublin Business School
Pooja
Student Number: 10263594

2
Table of Contents
ACKNOWLEDGMENT ....................................................................................................................................9
ABSTRACT .......................................................................................................................................................10
CHAPTER 1:INTRODUCTION ....................................................................................................................11
1.1. INTRODUCTION..............................................................................................................................................11
1.2. OVERVIEW OF THESTUDY...............................................................................................................................11
1.3. BACKGROUND OF INTERNETBANKING.............................................................................................................12
1.4 RATIONALEOF THE TOPIC .....................................................................................................................................13
1.5 PROBLEMSTATEMENT..........................................................................................................................................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 THEDISSERTATION ......................................................................................................................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 CURRENTSTATUS 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
Availability at almost every time .......................................................................................................................22

3
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 INTERNETBANKING.....................................................................................................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 INTERNETBANKING..............................................................................................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 INTERNETBANKING IN HARYANA..........................................................................................30
Security...................................................................................................................................................................31
Site Disruption and Navigation ..........................................................................................................................31

4
Education................................................................................................................................................................31
User Apprehension...............................................................................................................................................31
Accessibility ..........................................................................................................................................................31
2.13 IMPACTOF INTERNETBANKING 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
3.8DATACOLLECTION METHODS.................................................................................................................................38
3.8.1Quantitative data collection methods .......................................................................................................38
3.9DATAANALYSIS.....................................................................................................................................................39
3.10ACCESSIBILITYISSUES..........................................................................................................................................39
3.11SAMPLING METHODS AND SAMPLESIZE...............................................................................................................40
3.12RELIABILITYAND VALIDITY...................................................................................................................................40
3.13RESEARCH LIMITATIONS......................................................................................................................................41

5
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 THREEMAIN REASON OF LOW ADOPTABILITYOF INTERNETBANKING...................................................................48
4.2.4RANKING TO THEALL SEVEN REASONS.................................................................................................................50
4.2.5WHICHPARTICULAR PROBLEMSHOULD NEED TO SOLVEFIRSTOUTOF SEVEN:.......................................................50
4.2.6WHICH TYPEOF SERVICES CURRENTLYUSED BY THECUSTOMERS?........................................................................51
4.2.7SATISFACTION LEVEL OF CUSTOMERS ..................................................................................................................52
4.2.8HOW OFTEN CUSTOMERS USE INTERNETBANKING...............................................................................................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...............................................................................................................59
6.1 INTRODUCTION....................................................................................................................................................60

6
6.2 LEARNING STYLE...................................................................................................................................................60
6.3 LEARNING STYLEDESCRIPTION...............................................................................................................................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

7
List ofFigures
Figure 1: Platforms of Delivery for Electronic Banking (Source: Singh and Rani 2013) ...... 18
Figure 2: Structure of the stages in the adaptability process (Source: Salaiwarakul, 2013)... 25
Figure 3: Planned behavior theory in Decomposed Model (Source: Marceau 2012)............. 26
Figure 4: Theory of Reasoned Action (Source: Khrais, 2015) ............................................... 27
Figure 5: Schematic Diagram of the Triandis model (Source: Fox 2014).............................. 28
Figure 6: Technology Acceptance Model (TAM) (Source: Darwish and Hassan 2012) ....... 29
Figure 7: Research onion (Source: Saunders et al. 2009, pp. 52) .......................................... 34
Figure 8: Research Onion Adopted......................................................................................... 35
Figure 9: Ranking analysis...................................................................................................... 50
Figure 10: Pie hart for customer satisfaction .......................................................................... 53
Figure 11: Bar chart on respondent use of e-banking............................................................. 53
Figure 12: Pie chart on how long respondents use e-banking ................................................ 54
Figure 13: Cycle of effective learning (Chikring, 1981) ........................................................ 61
Figure 14: Learning style(McLeod, 2010).............................................................................. 62

8
List ofTables
Table 1: Gantt Chart................................................................................................................ 43
Table 2: Responses from village............................................................................................. 44
Table 3: Eight categories for analysis..................................................................................... 45
Table 4: Age group of respondent........................................................................................... 46
Table 5: Occupation of respondent ......................................................................................... 46
Table 6: respondent familiarity with Internet banking services.............................................. 47
Table 7: type of services used by respondent ......................................................................... 48
Table 8: $ThreeSelectedReason Frequencies ......................................................................... 49
Table 9: $Solution Frequencies .............................................................................................. 51
Table 10: $EbankingServices Frequencies ............................................................................. 52

9
Acknowledgment
I am really thankful to God and my parents for supporting me and giving me the strength in
completing this research. I would like to say thanks form core of heart to my supervisor, Dr Ann
Masterson (PhD) for her valuable professional guidance, appropriate suggestions, patience, and attention
and kind behavior. I would like to thank all respondents who participated in the survey for giving their
valuable time and attention. And finally I would like to thanks to all faculty for the all skills and priceless
knowledge I have learnt from them throughout the course.

10
Abstract
The purpose of this research is to find out the three main reasons about the low adoptability of
internet banking in the villages of Haryana state in India. Here researcher consider the seven basic reason
of low adoptability of internet banking such as 1) high rate of illiteracy, 2) fear of fraud, 3) unable to
afford cost of internet, 4) lack of awareness about internet banking, 5) languages barriers, 6)
unavailability of internet network connection and 7) unbanked villages. For understanding the internet
banking appropriately, all factors effecting internet banking in India are studied well such as social factor,
legal factor, economical factor, knowledge level etc. For this study survey is choose as primary method
for collecting data and random sampling. The research also presents the several researches about the
customer perception towards the use of Internet banking and factors effecting internet banking. With the
help of survey three main reasons of Haryana has been find out from seven general reasons in all over
India. Those three reasons are lack of awareness, unbanked villages and fear of fraud. Furthermore,
internet banking has some advantages and disadvantages due to the some disadvantages it has low
adoptability. Nowadays, internet banking is becoming popular because of the continuous struggle of
government and banks.

11
Chapter 1: Introduction
1.1. Introduction
Internet banking is a method of electronic payment system that enables the customers of the banks
and other financial institutions for conducting financial transactions. The internet banking system is a
system-oriented process that would access banking services for the benefit of customers. To be clear and
exact, the fundamental mechanism of internet banking, Internet banking and internet banking are same
thing. To access the financial area for internet banking facility, a customer needs to register with the
institution for setting up the service, setting up the passwords and other credentials for verification of the
customers (Choudhry 2011). However, the customer numbers are normally the same like the account
numbers. This is because the customer numbers can be linked to the account through savings, credit card,
cheque and other account related matters. It is observed that customer numbers and the credentials may
set up through various orientations. Here, the types of financial transactions that a customer transacts
through Internet banking would include obtaining account balances, electronic bill payments and the fund
transfers between the customer and the receiver’s account (Chiou and Shen 2012).
Internet banking is becoming popular in India due to the benefits given by the Prime Minister,
Narendra Modi. The mission of the PM is to make services of banking through digital roots. The
campaign of digital India was launched to ensure that the government services are available to the
citizens. It also improved the online infrastructure and the internet facilities by empowering technology.
The initiative included plans for connecting the rural areas through high-speed intent connectivity (Boot
and Ratnovski 2012). It includes three components mainly. This includes creation of digital
infrastructure,delivering servicesdigitally and digital illiteracy.
1.2. Overview of the study
Internet banking has many names such as internet banking, virtual banking and is an electronic
expense system. Constant use of internet for the transactions related to business leads to a deep effect on
the industry of banking. This is a global process, which is creating a global market and the involvement of
internet banking into developing countries and places is lacking behind the Western countries. The
internet banking system is a part of the e-banking system operated by the banks individually. A customer
should have the internet access to register the online service with a secured password and other
information for verification of the customers. The qualifications for internet banking are not as same as
mobile or telephone internet banking (Bonin and Brambilla 2014). The financial institutions are regularly

12
checking the customer’s phone number to ensure whether they have given the right details or not. The
phone number of the customer can be related to any account controls such as savings, credit card,
cheques, and loan.
A customer may transact internet banking by visiting the financial institutions’ safe website and
logging in with the number allocated to the customer. Electronic bill payments, transferring funds
between customers are the main applications of internet banking (Biringer 2013). There are some banks,
which gives their customers the ability to download the transactions straight through the customers
accounting software. This facility also gives the customer to order statements, cheques books, suggest
change of location, and other daily transactions. Mainly places with poor economies, infrastructure, and
education have problem of slow adaptability of technology in the improving countries (Barker 2011). In
this research, there is an analysis for the adoption of internet banking in the Haryana state of India and
a variety of factors that are included in the acceptance by the users.
1.3. Background of Internet banking
Banking is always a high information concentrated activity that completely relies on the information
technology (IT) to process, acquire, and distribute the information to all the users. It not only processes
the information but also provides a different way for the banks in Haryana to deliver their services and
products. Banks have to update their technologies and innovations regularly to meet the demands of the
customers to provide reliable and convenient services in the state of Haryana (Agwu 2012). There are
many revolutionary methods to deliver a banking service through a medium of Internet. Since, the
Internet was introduced in the year 1969 it has brought a mainstream for communication. Recently, the
internet is growing in areas, which increases the medium for electronic commerce. With the rapid
involvement of the internet in the state of Haryana, banking has become a substitute channel to provide its
services and results. Recently, internet is considered as a weapon to revolutionize the way that a bank
operates, compete, and deliver their products and services in the areas of Haryana. As per the “Business
Week”, banking is crucial for a modern economy though banks are not (Chiou and Shen 2012). There is a
belief that internet will bring a revolution in retail banking. The possibilities of internet banking have
encouraged many banks to reconsider their IT strategies to remain competitive in the field. Today
customers are demanding flexibility and convenience from the internet banking services that are not
offered by the traditional banks.
Khrais (2015) supported the statement made on the “Business Week”. Internet banking has permitted
the required services demanded by the customers through financial institutions. Though there are many
benefits using internet banking some problems needs to be fixed so that it can be widely adapted

13
(Marceau 2012). It is firmly believed that internet banking will be a great success for the state of Haryana
and it will be widely adopted by most of the banks and financial institutions.
1.4 Rationale ofthe topic
What is the issue?
Adaptability of Internet banking in the state of Haryana is quite low. In this research, the researcher
has evaluated the issues regarding the slow adaptability of internet banking in Haryana. People do not
have enough knowledge and there is a high rate of illiteracy. They do not know the gates that E commerce
has opened for them. They think that if the transaction fails then there will be a loss of money and thereby
it is seen that there is a lack of awareness about internet banking. Actually, they have a fear of fraud that
might get them into trouble and hence they do not use internet banking (Pokharel 2011).
Internet cost might be a reason behind the decrement of internet banking in the state of Haryana.
Some families could not afford the cost of internet in their home. Then there are issues regarding
languages too. Some people could not complete the process because for online transactions they have to
be educated and well known about the topic. Customers have to be educated for these reasons. Regions
that have slow internet connections are a major point to the unusualness of internet banking in Haryana.
There are some rural or urban villages in Haryana that hardly contains a bank and internet banking is
considered as an imaginary concept.
Why is it an issue?
Internet has given many things to the common people but there are always some negative factors
about a system. Recently, cybercrime and hackers are hacking the customer’s account, which leads to a
threat for the loss of money. People in Haryana fears that the hackers could hack their accounts thereby
they do not use Internet banking. Governments should give weekly classes to the Haryana publics
regarding the internet banking and online transaction. Lack of education is one of the major issues for the
down path of internet banking. The clients handling these sections should give internet-banking brochures
in hand (Smith, Walter and DeLong 2012). There is a lack of awareness among the people regarding
internet banking. They should discuss with others about the methods and the usefulness of Internet
banking. Public in Haryana should be aware about the latest techniques brought by the financial
institutions, which might lead them to a hassle free transactions with respect to the retail banking system.
Internet costs should be maintained at low level so that more customers could join Internet banking
system. Government should give free internet access and a good internet connection to every location so
that the digital process comes not only in Haryana but also to other relevant places. If these regulations

14
are taken into considerations, then Haryana will become a major place using in internet banking
(Spitzeck, Pirson and Dierksmeier 2012).
1.5 Problem Statement
The individuals of the state Haryana are the late adopters of Internet and its uses in case of Internet
Banking or Internet banking. In not only Haryana, this crisis comes in some other places too. No study
has been done which explains the factors that could affect the Internet Banking in the state of Haryana.
Haryana is adopting new technologies that will update the service industry, which includes “e shopping,
e-commerce, and internet banking”. Competition of the banks in Haryana is carrying the adoptability of
internet banking. It appears that internet banking in Haryana is facing some problems. However, the
reasons are not unique but there have been some issues. There is a lack of government policies with
respect to the e commerce regulations and laws (Raheem 2014). Internet connection is crucial for these
transactions. Lack of internet might bring the whole transaction to be worthless.
Customers in the state are terrified to use internet banking as they think that any mistake could lead to
a loss of money. For this same reason, the customers in Haryana are not comfortable shopping online.
They think that online shopping portals return policy might be a long-term process and there might a loss
of satisfaction and money in the process. There are some security issues too like ones data might be
hacked and their privacy will be broken. Network security is must for these online transactions (Pan,
Chen and Nguyen 2012). There should be regular educations regarding the online transaction. People in
Haryana should know the advantage of internet banking. There are limited numbers of banks using
internet transaction thereby decreasing the number of individuals using internet banking. However,
customers have a good knowledge on Internet but they could not combine Internet and Banking together.
Many customers just do not like the features and technology and possess a fear that the computer might
jingle with their personal accounts. As stated above that many places are having these same issues or
problems regarding their banking on the internet. Banks should offer some coaching sessions regarding
the topic of Internet banking in some locations and the teachings should be well spread among the others
who did not have the time for the sessions (Oseni and Omoola 2015). People in Haryana are comfortable
in the retail based banking for conducting their transactions. Recently, commercial banks are promoting
new plans and features to improve their strategies on Internet Banking System.
1.6 Research Aim
The aim of this research is to identify and analyze the three main reasons out of seven general reasons
of “low adaptability of Internet banking in the Haryana state of India”. Here researcher consider the

15
seven basic reason of low adoptability of internet banking such as 1) high rate of illiteracy, 2) fear of
fraud, 3) unable to afford cost of internet, 4) lack of awareness about internet banking, 5) languages
barriers, 6) unavailability of internet network connection and 7) unbanked villages.
1.7 Research Objectives
Under these, the research objectives are as follows:
 To find the rate of literacy and the fear of fraud regarding internet banking in the Haryana
 To find the factors for the decreasing people using or affording internet connection
 To access the language barriers and awareness of internet banking in the state of Haryana
 To evaluate the determinants for the unavailability of internet connections in Haryana
 To access the rate of banks in the rural and urban areas of Haryana
1.8 Research questions
1. What is the rate of illiteracy and fear of fraud for internet banking in Haryana?
2. Why the customers of Haryana could not afford internet in their places?
3. What is the rate of unbanked villages of Haryana state?
1.9 Research Hypothesis
H0: There have been some researches and it is seen that Haryana is not only affected but Uttar
Pradesh, another state of India also have the same reasons for low adaptability of Internet banking. It is
expected that Haryana have also the same reasons for the low adaptability of internet banking.
H1: Though there are many services in the state but these services are of no use to the customers who
live in villages of Haryana state. The literacy level of rural areas are even low than the urban areas in
India as well as they have a more number of banks in urban areas than in rural areas. On the other hand,
there is a problem with the internet connection and its costs too.
1.10 Structure ofthe dissertation
Internet banking has many facilities and capabilities that include downloading statements of bank,
viewing transactions that are recent, transfer of funds between customers, investment sale or purchase and
many others. Haryana banks are not gaining their full support from the customers. In this research, the
researcher has separated the dissertation into five chapters. It includes introduction, research

16
methodology, literature review, finding and analysis, and finally recommendations and conclusions. The
first chapter is composed of internet Banking rationale and background, research aims and objectives
(Laidler, 2014). The second chapter consists of review on literature that includes definitions, analysis, and
objectives. The third chapter is comprised of research methodology, which includes approach, research
philosophy, data collection methods and strategies. The fourth chapter contains findings and analysis that
would be described with quantitative and qualitative questionnaires. The fifth and the last chapter
contains recommendations and conclusions that will be explained from the analysis segment of the
research (Khrais 2015).

17
Chapter 2: Literature Review
2.1 Introduction
In this chapter, various themes are to be covered. Firstly, the importance of internet banking and its
conception is studied in detail with respect to the city Haryana in India. As opined by Mahfooz, Al-
Motairi, Ahmad and Khan (2013), the benefits that the people of Haryana can avail through the system of
internet banking and the banks in the city are enormous. Secondly, the literal meaning for the adoption of
the Internet banking is discussed. Thirdly, there is a detailed discussion of the theoretical models based on
the intentions. Finally, there is an appropriate design of the research hypothesis and model.
2.2 Rudimentary of Internet Banking
The electronic system of banking is a complex system with many channels of distribution. The
platform through which the electronic banking is seen to operate is much larger. The most common way
of performing electronic banking in this current scenario is through the Internet banking (Khare, Mishra
and Singh 2012). Electronic banking can be performed through many ways. The simplest form is the
provision of the services and the information to customers through the devices like the television,
telephone, computer and mobile (Sindwani and Goel 2014). It has been opined by Bishnoi and Tandon
(2013) that this is basically a connection of the customers and the banks through the electronic mode so
that it can help in the management, controlling and preparing of financial transaction. The internet
banking transaction like accessing of accounts can be easily done by the customers through the internet
banking (Mahfooz, Al-Motairi, Ahmad and Khan 2013). The customers of internet banking in Haryana
are still not familiar with the internet banking system but they are trying to get accustomed to the latest
technology, as they can understand there is an ample scope for them to explore and avail advantage.
Internet banking at the advanced stage is described as the transactional system of internet banking as there
are a number of provisions of facilities like the transfer of the funds. Accessing of the accounts and
purchasing of the online financial products. The two terms i.e. the electronic form of banking and the
internet banking are synonymously used in literatures. The electronic banking is performed through the
internet banking. There are mainly three ways through which the internet banking and internet banking is
delivered i.e. Personal Computers, Internet and the telephone. Lal (2015) said that there are four mediums
through which internet banking is performed. The four mediums are Internet banking, PC banking,
Television based banking and managed banking. It is very important to note that PC banking and the
Internet banking system is not the same. The PC based system of banking involves the customer’s to

18
download software that is suggested the banks in their PCs but the Internet form of banking is browsing
based. Kumar and Garg (2012) suggest that the electronic delivery channel of banking is through the
internet via the use of Personalcomputers.
The importance of the TV based banking, mobile banking and the managed network banking is losing
its ground (Mishra 2015). As stated by Kumar and Garg (2012), it is expected that is future the platform
of delivery involves a shift from the wired platform to wireless technology.
The following are platforms of delivery for the electronic banking:
Figure 1: Platforms of Delivery forElectronic Banking (Source: Singh andRani 2013)
2.3 Beginning of Computerization in Indian banks
As per the various recommendations of the committees and working groups RBI tie bank computerization
was introduced to enhance the technology in the Indian commercial banks. In 1983-84 the first blue print
for bank computerization in India was emerged as a phased plan for the mechanization of banking
industry (1985-89). Even, the Reserve Bank of India (RBI) installed the first computer in 1968 and then
in 1979 a larger one. (Personal Website of R.Kannan,no date).
On the other hand, some other banks had installed accounting and other machines before 1966 those
banks are United Commercial Bank (UCO), the Standard Chartered Bank, Lloyds’ Bank, Grindlays and
some other. A large scale of computerization was constituted by the Dr. C. Rangrajan in 1985 in the
Indian public sector banks which were undertaken by the Phased plan of computerization. And now, most

19
of the pubic banks are fully computerized. Banks in India had installed 4776 ALOMs at the branch level,
during the first phase of computerization spanning the five years ending 1989. It included 233 mini
computers at Regional/Controlling office levels and provided the training to the personals over 2000
programmers/systems and 1200 Data Entry Terminal Operators. It was proved by the RBI Annual Report
of 2008-09 that 100% computerization in the SBI group and 97.60 % in the some other nationalized
banks.
On the other hand, the term internet banking means the services of banking like the loan application,
inquiry of account balance, introduction of services, transfer of funds and much more. All this are
provided through the banks via the internet. The system of internet banking has evolved into an
information unit and a one-stop service (Kharb and Verma 2014). This helps in great benefits to the banks
and the consumers. Michael Karlin, the CEO and President, of the first virtual banking system around the
world, discussed the idea of the internet banking (Sindwani and Goel 2015). The follows are the ideas
described by him:
 There is no need for any purchase of software, storing of the data, backing up of the information
as all transaction is taking place through the Internet.
 The internet banking services can be conducted in any location but the only necessity is that there
is a need of a computer or a modern device. The location can be in a foreign country, home or
even office.
 The internet banking services can be used any time of the day i.e. 24 hours. There is no need for
reconciliation of the internet banking statement or tracking the manually through the ATM or
through paper checks.
2.4 Current status of e-banking adoption in India
In India there are 205 million people are internet users, India has third rank after China and US the
percentage of Indian internet user is 12.6%. In India large number of internet users are from the urban
area around 137 million, where as in the rural area the percentage of internet users are lesser as compare
to urban area. Nevertheless, most of the people in India use internet only for the purpose of
communication (90%) and only 10% do online transaction out of total population. This indicates the great
opportunities for the internet banking in the India (Rao, 2013).
On the basis of statistics of 2014, it was assumed that the internet baking user would increase in the India
and reached at 213 million. It is calculated that India beaten the US in the number of users and got the
second place by replacing US. As per the record of current scenario, it is shows that out of 205 million
internet user in India prefer mobile banking. It is become possible due to the fast growth in IT
development in the banking system in the big cities, where as in the suburban and rural areas in the India

20
adoptability of e-banking is low. Furthermore, other than ATM e-banking service still does not have any
increase out of total transaction in the suburban area and rural area. It is happening because of lack of
awareness about the all e-banking services facilitate by the bank for the customers comfort (Singh, 2013).
According to the BCG (The Bostion Consulting group) research, there are three effective solutions for the
growth in adoptability of e-banking. The solutions are reaching semi-rural area/ rural area versus metro
cities, increasing affordable access and enhanced awareness. Indian government planning to provide low
cost internet instruments like cell phone, laptop etc for the people who have low income. Furthermore,
reducing internet data plan cost and providing free wi.fi services in rural areas is also a best way to
connecting those people to the internet who has low income level. And organising internet awareness
programmes for enhancing knowledge about the benefit and use of e-banking (The Rise in Internet
Penetration and the Changing Face of Digital India,no date).
The development of e-banking decline the importance of branches of banks it means number of
branch establishment is limited. The development in the information technology allows the customers to
access the all services through internet banking without visiting to the bank. The Automated Teller
Machines (ATM) is a suitable example for explaining the growth of e-banking. It is expected that within
the short period of time ATMS will be extensively used by the customers of semi-urban and rural areas
(Flathers, 2013).
The technology-led procedure is describing us to what has been described as virtual banking.
The virtual banking services have multiple benefits. It is realized by the many banks that there is a
significant number of customers like to use e-banking facilities. On the basis of existing 24-hours
telephone banking system positive result, so many banks have developed and applied the various vital e-
banking applications so that now their customer the can pay the bills, transfer money among account,
check account history, download statements information and computerize their check book online very
easily (J. Parmar,2013).
2.5 Internet Banking in Haryana
Internets banking in Haryana are provided by many banks. The following are the banks that provide
Internet banking services in Haryana:
 Internet banking services provided by the bank SBI (State Bank ofIndia)
Payment of bills: The SBI e-Pay is a very convenient and the simplest way of paying and receiving
the customer’s bill online. There is no late payment, queues or hassle related to paying of deposits.
Auto Pay: The Auto pay method will help the customers to pay the bills automatically when there is
a due (Kumar 2015).

21
 Internet banking Servicesprovided by the ICICI Bank
The ICICI internet banking helps in the payment of the bills and management of it any time and
customers can also enjoying online shopping.
 Internet banking services by the HDFC banks
The internet banking services are very common to that of the ICICI banks. The bank promises
reduced transaction cost and perfect flow of information (Bansal 2016).
2.6 Reasons oflowadoptability of internet banking in Haryana
According to the 2012 Institute of Inter Disciplinary Business Research, there are four main reason of low
adoptability of e-banking such as:
 Knowledge barrier: it is categorised into four types such as limited trained human, lack of
technological knowledge, improper use of technology and language barrier. India has 22 official
languages so it creates language barriers for e-banking because it is very difficult to provide e-
banking services in 22 different languages. (Talwar, 2014)
 Legal & security barrier: due to lack of limited, increased potential of fraud, lack of trust and
denial of e-documents by the court creates the hurdle in the growth of e-banking.
 Social: due to lack of awareness, high rate of illiteracy customer are away from the e-banking
services benefits.
 Economic: as compare to urban area income of rural area people have lesser. So they have
problem in affording cost of internet (Insan, 2010).
 Unbanked villages are also the most effective reason for the low adoptability of e-banking in the
villages of Haryana state in India. As per the recent news article (C Roy, 2014) in the Haryana
state of India there 4077 villages are consider as a unbanked village so the group of 2 or 3
unbanked villages choose a particular village’s bank for banking services. It is economic issue of
low adoptability of e-banking so it is necessary to find out answer of this question.
2.7 Benefits of Internet Banking
The following are the benefits that are enjoyed by the customers and the banks through the internet
banking:
Benefits for Customers
The customers when availing the internet banking needs lesser time to wait for accessing their
accounts. This is more convenient than the traditional system of banking and the cost of the infrastructure
is low for this type of banking system. The time is reduced and the limitation of the place helps in
providing ample of benefits to the customers more conveniently when performing banking activities.

22
There so many services which make the customers like comfortable and easy such to make the payment
of all bills, transferring money within 5 minutes setting at home, account enquiry customer can see all
history of transaction without going bank and so many.
Convenience and Ease
There is a great degree of convenience and ease when accessing the use of the internet banking. The
consumers are able to transact through the internet by providing them with the comfort of office or the
home without even going outside. The consumers are able to keep an account of their transaction while
staying at their home. This will make them feel convenient and satisfied. The internet has made the non-
transactional facilities like the updating of the accounts, online checkbooks and inquiring of the financial
products and the interest inquiry simpler. Furthermore, internet banking is 24x7 service customer can use
it any time and from anywhere. No need to wait for opening and closing of the banks without any
restriction customer can do his work.
Availability at almost every time
Customers through the internet banking can access the internet banking services and the facilities
almost any time in the year from anywhere. As stated by Bansal (2016), there is no need for the customers
to wait for the bank to be open for withdrawing of money.
SelfService Channel
There is a self-service channel provided through the internet banking for the customers for different
types of banking services. There is no need to be dependent upon the internet banking staffs and
processing time for availing the services (Malhotra and Singh 2015). The most popular technology of
banking services is the internet banking. The use of self-service technology has positively affected the
perceived usefulness of the buyers.
Saving of both money and time
Nowadays, due to the invention of internet banking there is a no need to travel to the banks to get the
internet banking services rather the advantages enjoy staying back at home or office is much more. As
opined by Malhotra and Singh(2015), the advantages are lesser traffic, less fuel cost, less time
consumption no need to stand many hours in queue for small things and saving the environment through
less use of paper and motor vehicle. Moreover, internet banking reduced the dependency of customer on
bank staff now there is a self service. It is beneficial for both customer and banks.

23
2.8 Benefits to Banks
A rise in the profitability
The profitability of the banks increases with the adoption of the internet by the banks. The operation
ratio of efficiencies of the internet using banks is more than the banks that uses the traditional form of
banking systems. The internet-supported banks can offer banking services at affordable rates to the
customers rather than the banks that do not use the internet banking.
Cost Effective Technology
There is an opportunity of self-service to the consumers through the internet banking. So the
customers can also save their travelling expenses by using internet banking. The banks are also able to
control the administrative costs through cutting down of more workforces up to a certain extent (Kaur and
Kiranb 2015). The paper work that is performed in the traditional banking system is no longer required in
the internet banking system so that cost also reduced.
Reaching to area with no banks
The use of the internet banking has increased the customer’s base and the geographical area through
the low cost deployment of electronic channels. The banks are providing banking services through the
internet where there are no bank branches in the area. As stated by Singh(2014), the financial institutions
they are trying to get more customers through their branchless banking. In Haryana out of 6841 villages
there 4077 villages are such villages where is no bank branches. It is difficult for the government to
establish the branches in all villages in a short time but government can provide internet banking facilities
to those villages.
Improvement ofthe customer’s relationship
The strategic priority for most of the banks is considered very important. The customers will be able
to establish a good relationship when they are able to access a wide range of products from the internet-
facilitated banks (Singh 2014). When there a good relationship with the customers exist there will be
increased level of loyalty, improved cross selling and retention of the customers of the banks. It is only
possible when banks spread the information about the benefit of internet banking everywhere in a
particular city. The cross-selling opportunities and customer satisfaction increases through the internet
banking facilities.
Adoption ofinternet banking in Haryana
Adoption is the continuation and acceptance of product, ideas, and services. As opined by Yusuf
Dauda and Lee (2015) customers go through “a method of persuasion, knowledge, confirmation and
decision” before they become ready to adopt a service or product in the state of Haryana. A technological
invention can be brought in many stages that include persuasion, knowledge, confirmation, decision, and
implementation. Customers in Haryana have to pass through these objects before taking decision whether

24
to reject or adopt an innovation or invention. As stated above the stages for accepting the innovation,
there is a brief discussion regarding the stages for the adaptability of Internet banking in the state of
Haryana.
Persuasion
In this stage, customers’ attitude is formed towards the invention. By predicting the future and the
risk of adoption, the customer in Haryana develops a negative or positive attitude towards the innovation,
which plays a major role in modifying the ultimate decision. As stated by Yu (2014) “attitudes regarding
the innovation as its compatibility, advantage, and complexity are very essential”.
Knowledge
This is a crucial factor for the public in Haryana particularly in rural areas. The literacy rate is very
low in those places that lead to an incompatibility with the latest innovations and inventions in case of E
commerce. Personality variables, socio economic characteristics and communications are highly required
to innovativeness (Xirong and Jin 2011). Knowledge is a very important factor for all the people in
Haryana as well as for the customers in India to increase the adaptability of Internet banking in the rural
and urban places. To understand the advantages and disadvantages of internet banking customer should
be literate at least basic knowledge. And According to the research, it is seen that the primary adopters
have more education than recent adopters are more likely to possess.
Confirmation
This stage comes at the satisfaction of the customers after the adoption of the latest techniques and
innovations in Haryana. Customers are evaluating their results after using the internet banking system. If
the level of satisfaction is good then the idea of innovation will proceed (Spitzeck, Pirson and
Dierksmeier 2012). It is also seen that customers might use Internet banking process and then rejects the
adoption for this system due to their own personal reasons. It is all depend on the customers’ satisfaction
level how they will react about internet banking. The reverse of this decision leads to discontinuance.
Decision
This stage comes when a consumer is linked with the activities that lead to rejection or adoption of
the latest innovations taken place in the state of Haryana. The customer in this stage vigorously seeks out
the information about the latest technology that helps them in their decision making process regarding
Internet banking in the state of Haryana.
Implementation
In this stage decision-making and information regarding the internet banking ends, but there is always
a communication change that took place (Smith, Walter and DeLong 2012). It is explained in a better way
in the below diagram.

25
Figure 2: Structure of the stages in the adaptability process (Source: Salaiwarakul, 2013)
2.9 Models and Theories of Internet banking
Theory ofPlanned Behavior (TPB)
As opined by Raheem (2014), a good understanding between the backgrounds and belief structures
needs the breakdown of attitudinal views. The cognitive mechanisms of trust could not be prepared into a
single cognitive or conceptual unit. It is also mentioned that among the diffusion of invention theory, the
attitudinal belief has three characteristics that increase the adoption. The characteristics are “complexity,
relative advantage, and compatibility”. It is showed that pure TPB model has a better explanatory power
than the decayed model of TPB. There is an argument that internet banking is a technological invention
and thereby the decayed TPB model offers a more satisfactory clarification of approval intentions.
Complexity is a degree at which an invention is accepted to understand, operate, and learn. It can also be
defined as the degree at which an invention is achieved as comparatively difficult to handle, operate, and
understand (Pokharel 2011). Inventions are easy to understand, are less critical and stand a chance of
higher acceptability, and use by the customers in the state of Haryana. Therefore, it is expected to have
negative relationship between complexity and attitude. It has been found that complexity plays a major
role in the technology adoption choice (Pan,Chen and Nguyen 2012).

26
Relative advantage implies to a point that inventions could provide benefits, which succeed its
precursor in fields of enhancement, image, convenience, and satisfaction. The advantages must be linked
with the innovation’s amount of adoption among the Haryana publics of India. Lastly, compatibility
means the degree in which the invention hits among the potential customers’ and adopters’ existing
values and current needs (Oseni and Omoola 2015). It is seen that innovations are adapted only when it is
compatible with the value system individuals and the job responsibilities. Hence, a major factor relates
with Internet banking adoption in Haryana would be effective.
Figure 3: Plannedbehavior theory in DecomposedModel (Source: Marceau 2012)
Theory of ReasonedAction (TRA)
The reason action theory is a very wide model from public mindset, which is mindful with
determinants of consciously proposed activities. It consists of attitudinal, intention variables, and social
influence to expect behavior. It is assumed that the customers Behavioral Intention (BI) is together
determined with the customer’s Attitude towards Behavior (ATB) and the Subjective Norm (SN). This is
the overall concept of what others think that the customers of Haryana should do or not do. Behavioral
domain might vary the importance of SN and ATBto predict BI. ATB will be dominant in case of
behaviors that are attitudinal and personal based and little will be of SN predictive efficiency whereas SN
is dominant predictor in case of normal implications (for example: buying something for others use) and
ATB will be of low importance (Laidler 2014). The reason action theory also assumes that Behavioral
Intention is the direct ancestor of Actual Behavior (AB). Three conditions arise while predicting AB
accurately and the conditions should hold. The degree in which the customer can decide at self-control to

27
achieve or not to achieve the behavior is one of them among the three conditions. A stable intention is
needed between the presentations of the behavior and time of measurement is the second factor. Lastly,
the degree in which the behavioral criteria and the measure of intention correspond would be the levels of
target, period, action, and context.
Moreover, the Theory of Researched Action (TRA) is a simple model that does not require the
operative beliefs for a selective behavior (Kondabagil 2007). Specialists using TRA need to identify the
salient points for subjects related to behavior under supervision. TRA is successfully predicting the
presentation of intentions and behaviors, which is functional to a large number of conditions.
Figure 4: Theory of Reasoned Action (Source: Khrais, 2015)
Triandis Model
This model is similar to “Theory of reasoned action (TRA), Theory of Planned Behavior (TPB),
and Technology Acceptance Model (TAM)”. Triandis model presumes an intention-attitude behavior
relation that includes a number of related variables. This model takes responsibilities of important
constructs including social factors, habit, and simplifying conditions for the banks of Haryana.
Facilitating conditions implies to the important resources and gives support for presenting a behavior that
includes money, time, hardware, network connection, software, and expertise (Kalaiarasi and Srividya
2013). It is seen from the research that Triandis Model is hugely adopted by the health behavior and
customer behavior. Recently, this model has been widely used for the adoption of technology researches
that includes the adoption of internet, Executive Information System (EIS), and personal computer. This
model is used by the researchers of Haryana to understand the rate of users’ intention of using internet for
shopping and online transactions. There are also findings regarding this model that are useful to explain
the intention of using Internet (Jalal, Marzooq and Nabi 2011).
With a rise of modified model that consist long term and near term penalties gives a better fit. The
new model displays that facilitating condition with social factors that have a good impact on the intention

28
of using Internet. Firstly, the updated model presumes that TAM is very easy to use in people’s
perception, which is a crucial factor. Secondly, the modified model states that facilitating conditions
might have an impact on intention whereas the Triandis Model postulates that facilitating conditions
might affect Actual Behavior (AB). Thirdly, according to the history of TAM, assumesthat apparent
complexity has a non-negative impact that is the users in Haryana will be satisfied if they can access the
computer technology (Goswami 2013). Fourthly, linked with the TRA, intention is a purpose of
Subjective Norm (SN) and the updated model presumes that the factors including public norms and
perceptions of the individuals have a positive influence on affect.
Figure 5: SchematicDiagram of the Triandis model (Source: Fox 2014)
Technology Acceptance Model
This acceptance model was developed in the year 1989 and is an adjustment of the reasoned action
theory particularly personalized for customer acceptance of the innovation. The aim of TAM is to give a
description of the rate of computer acceptance, which is capable of describing user behavior among the
wide range of technologies and populations at the same time. Preferably, consumer of Haryana would like
a model that can also describe and explain but not only predict. Therefore, TAM’s purpose is to supply a
base for finding the effects of outside issues on attitudes, internal beliefs, and intentions (Darwish and
Hassan 2012). This model was designed to achieve the goals simply by recognizing a minor number of
variables recommended by the last researches, which deals with the affective rate of internet and
computer acceptance. TAM proposes two selective beliefs namely Perceived Ease of Use (PEoU) and
Perceived Usefulness (PU) for the initial application for technology acceptance behavior. PU is explained

29
as the stage in which a potential user believes that whether a selective system would improve the job
performance. With accordance to the organizational context, publics of Haryana are reinforced for good
performance by promotions, raises, bonuses, and other prizes. A system of high perceived usefulness is
one for which a customer can believe in the actuality of a confident use presentation link.
PEOU is a stage where a potential user trusts that using a selective system would be free of energy.
This follows from the word “Ease”, which means freedom from the effort or difficulty. Effort or Energy
is a limited resource that a consumer might assign to different activities for which they are responsible
(Jalal, Marzooq and Nabi 2011). Tam is well flourishing in fields of power, health, and for predicting
consumer acceptance.
Figure 6: Technology Acceptance Model (TAM) (Source: Darwish and Hassan 2012)
2.10 Diffusion of Innovation in Internet banking
Innovation Diffusion Theory (IDT) is a structure or design that describes the procedures by which
inventions in technology are highly adopted by the users. Diffusion can be defined as the method by
which an invention is interconnected through definite channels for a period among the members of public
system. Therefore, in this section, the researcher has evaluated the new ideas and thoughts that has gain a
huge adoption in Haryana (Fischer 2011). It is opined that Innovation Diffusion Theory contains a set of
factors that are linked with the technological inventions and the factors are described as follows:
Observability
“This stage defines the results of the invention would be visible to others”. In this stage, it is
observed that how much consumers are prepared for the invention or innovation regarding the new
techniques like internet banking brought by the financial institutions like bank.
Trialability
“The stage in which an invention is examined is with a limited basis.” In this stage the new
technological innovation are experimented and then it is locally marketed.
Complexity

30
“The stage in which the innovation is professed as comparatively is difficult to use and
understand.” In this section, the customers’ problems are taken into consideration and are maintained so
that consumers have a little complexion regarding the internet banking (Fiordelisi, Marques-Ibanez and
Molyneux 2011).
Compatibility
“The stage in which an invention or innovation is observed with respect to the past experiences,
existing values, and demands of possible adopters.” Thorough researchhas been done about the
experiences that the customers are having regarding Internet banking and taking it as a feedback, the
developers are trying to make the invention or design compatible for social use in Haryana.
Relative Advantage
“The stage in which an invention is observed to be healthier with respect to the idea and concepts it
supplants”. Developers are consistently trying to approach the best possible methods to increase the
adoption of Internet banking in the states of Haryana (Dubois, Bobillier-Chaumon and Retour 2011).
2.11 Comparison of Models and Theories described 200
However, Theory of Reasoned Action (TRA), Technology Acceptance Model (TAM), Theory of
Planned Behavior (TPB), and Triandis focus on various rates to describe the consumer behavior in
adoption of technology; these theories have some characteristics in common. Firstly, TPB, TRA,
Triandis, and TAM presume an intention behavior association, which has an influence on Behavioral
Intention (BI) and the practice of behavior. Secondly, in TAM, Perceived Usefulness (PU) is comparable
to relative advantage in IDT (Innovation Diffusion Theory) to a certain extent. The structures of PU,
perceived consequences, and relative advantage in different models verify the rationale of TRA, which
believes that the consequences of behavior are the key to formulate an attitude towards behavior (Darwish
and Hassan 2012). Thirdly, the use of PEOU in TAM is close to the difficulty construct in IDT. Lastly, in
TPB, perceived behavioral measures refer to consumer awareness of whether they have the resources and
opportunities needed to simplify a behavior or behavior is under control. According to this respect,
simplifying conditions in the model of Triandis is linked with the imaginary behavioral controls.
However, the Model of Triandis proposes that facilitating conditions are only affecting the Actual
Behavior (AB) whereas the Perceived Behavior affects both usages and behavioral intentions.
2.12Factors affecting Internet banking in Haryana
The modern age of the Internet and computers are providing many ways to access everyday
transactions that includes banking. Internet banking has many uses of its own like time management, ease

31
of transactions through smartphones and many others but at the same time internet banking or Internet
banking has some potential disadvantages. They are described as follows:
Security
Though some banks in Haryana offer a typically secure web page to conduct the public and business
transactions, they could not guarantee the transactions’ safety. Websites including the secure ones are
susceptible to internet criminals and their crimes who attempts to hack into the account of the consumer.
They can access into someone’s business account, financial information by hacking (Drescher and Klewer
2011). This leads to a deceitful use of the business and could possibly cost a loss of money.
Site Disruption and Navigation
A nominal glitch might turn a secure website to go offline for some time and resulting in problems
regarding the transactions and business. An executive in Haryana might need an emergency to make
payments or purchase. Internet banking offers a wide amount of options and transactions, which might
feel boring to pilot the site (Darwish and Hassan 2012). One has to wait for a long time when ringing to
banks or contacting with the telephone customer care is a crucial factor in this section. Internet
connections are also not available in some regions, which might lead an interest for internet banking in
Haryana. Some places have internet connection though it is very slow to complete the transaction that
might lead to a disastrous transaction or a loss of money.
Education
There are many urban and rural areas in Haryana as the researcher has stated above. The residents of
these areas are lacking the most in case of internet banking. The literacy rate is very low in these areas
resulting in a low amount of adaptability of E commerce or Internet banking. People should aware of
these techniques. People in Haryana should be given lessons regarding these online transactions and the
workers should deliver some brochures teaching the methods of online services (Cohen 2011). Customers
could not access the internet also for its costs. There has been researches done and it is seen that many
families in Haryana could not afford the internet costs.
User Apprehension
Some business owners in Haryana might feel uncomfortable with the idea of replacing their financial
information into online account using the internet. If someone is comfortable doing banking in telephone
or person they might experience a hurdle that could be difficult to overcome(Drescher and Klewer 2011).
Accessibility
If the business is marketed in rural and urban areas, Internet choices could be narrow. This can make
the transactions difficult and as a result, business banking and personal experience may take some more
time. For example, areas that do not have high speed broadband leads to a connection of slow dial-up
service which could affect the transaction and could result in a loss of money.

32
2.13 Impact of Internet banking in Haryana District
Positive impact
Internet banking gives an easy method for assessing the transactions or transfers from the security and
comfort of their personal computer. Internet banking has changed the transaction methods by their latest
innovations. The positive impact includes 24-hour access, transaction speed, and convenience. Internet
banking can be done 24 hours a day, and a week. Customers having internet connection can log in to their
accounts and successfully perform any transactions, fund transfer or bill payments. This is mainly used
when the banks are normally closed on holidays and when there is an urgent need for business
transaction. Internet banking never closes its facilities and these online facilities are only a click away.
However, it has maintenance issues for which the site can be blocked for some time but rather than this
internet banking is very convenient in Haryana (Drescher and Klewer 2011). Accessing online transaction
could lead to a less amount of time, which means that transactions are quicker than the retail banking
system and ATM processing speed. Customers in Haryana could transact or transfer funds or can do any
financial events without standing in a queue that could take more time, which leads to a hassle free
transaction in a low amount of time.
Negative impact
Although, internet banking has positive impacts but it also has some negative impacts on the
customers of Haryana, which leads to a low adoption of Internet banking and innovations by E commerce.
One of the crucial negative points is increase of criminal activity in these websites to hack into one
consumer’s account. Personal information is accessed to the hackers through online transactions (Cohen
2011). However, there are safety measures to prevent hacking but there are predators with their software
skills to steal customers’ bank information. These breaches are done by sending a pop up message or
spam to get the customer’s account information. Mail malware signifies the ultimate frustrating situation
as they offer like any bank products with loan offers, lower rates and other non-banking services, which
require personal data like pin number or card number and account holders name. The only precaution is
not opening those doubtful mails and preserving the phone from others who may access the account.
Security is a crucial concern for the customers in Haryana (Fischer 2011). The regulation and laws of the
technology are unpredictable and the customers do not want to become a target of unwanted threat
activities in their respective accounts.
2.14 Literature review conclusion
It can be conclude that e-banking has so many issues from beginning to now according to the above
researches for instance: people have fear from the fraud which normally happen through online purchase,

33
internet connection charges consider huge cost which not affordable by the poor people, language
problem, and sometime bank customer care executive don’t provide proper solution to the customer.
Furthermore, according to a BCG article it also cleared that rural areas have less internet usability than
urban areas in India. In last the seven reason of low adoptability of internet banking are find out
mentioned in literature theme 5 and researcher will elected the three main reason of low adoptability of e-
banking explained in data analysis part.

34
Chapter 3: Research methodology
3.1 Introduction
In this chapter, the researcher follows a methodological outline by incorporating various concepts,
theories, and ideas in this study. Here, the researcher would gather information, which would help to
conduct the research in awell-organizedmanner. As explained by Green (2011), the researcher makes a
critical explanation through research analytical tools and other data collection methods. In this research,
the researcher forms a clear by understanding the topic and enhancing the data with the help of learning
methods. Reliably, after analyzing the topic, the researcher produces certain outcomes that will be useful
in future. Thus, the main idea would be to focus on the established variables of Internet banking and its
adaptability in India. Primarily, the researcher in this study has taken the phenomena of deductive
approach, descriptive design, survey strategy, and positivism philosophy to incorporate research ideas.
This also provides an authentic explanation while collecting the primary data (Jagodzinski and Wallin
2013). Moreover, with the help of surveys and interviews, the researcher has implemented the study
further with the help of literary outcomes.
3.2 Researchonion
One of the most noteworthy tool for describing the all-successive stages for collecting data and
analyze them, is “Research Onion”. This tool provides the all description about the conducting process
for research study. Research onion is comprised of six steps that include research philosophy, approaches,
strategies, design, method, time horizon along with the data collection and analyzing technique.
Figure 7: Research onion (Source: Saunders et al. 2009, pp. 52)

35
Figure 8: Research Onion Adopted
3.3 Researchparadigms
Research paradigm is a prototype that would contain simplified examples for illustrating theoretical
procedures, processes and other points (Hantrais 2014). However, with the help of assumptions, it would
create an intellectual structure on the research and development under the field of inquiry. Besides, the
research paradigm is an interpretive framework that has a set of feelings and beliefs. While creating
assumptions, there are areas that have to be described through epistemological, ontological and a
methodological variety. However, epistemology is a theory of knowledge and the assumptions that is
created with the help of nature on knowledge-based areas whereas ontology is concerned with the
philosophy that may have certain assumptions and beliefs under the nature of existence and survival
(Fram 2014).Moreover, the response given through the research paradigms would be predominant with a
scientific method that gives attention to the social inquiry and political debate.
3.4 Researchphilosophy
Research philosophy is the phenomenon for interpreting results by giving a valid reason to the
researcher about the research process (Fiorito, Scheall and Suprinyak 2015). It also receives the
information that would help to understand the Internet banking in Haryana throughPositivism, Realism,
Interpretivism and Post-Positivism. Here, the researcher has chosen Positivism philosophy that will make

36
interrelation to the topic throughcertain research outcomes. However, due to low budget and
unavailability of time, the researcher could not go for better methods. It would be evident if the
researchers undertake the research to an extent where it would minimize possible errors and evaluate
effective information related to the topic (Chandra and Sharma 2013). Now to define the concept of
Realism philosophy, it is a belief that has is related to independent philosophies through conceptual
schemes, linguistic practices, and other perceptions whereas the Interpretivism philosophywould
integrate human interest through the development of critiques in social sciences.
3.4.1 Justification of research philosophy
Since the researcher has selected the topic on adaptability of Internet banking in Haryana state of
India. Thus, it would be essential if the topic provides effectiveness while minimizing errors. However,
the philosophies depicted in this research would be contrasting if a proper validity would enhance the
topic with the help of literary outcomes (Biddle and Emmett 2013). Positivism is a philosophy that would
gain positive knowledge based on the natural phenomena and by understanding relations. It also allows
the researcher in gaining an authentic knowledge that will be scientific.It also creates certain assumptions
that will be effective in near future. Since the researcher has selected this philosophy, this would be
helpful and trustworthy in future (Barbour 2013). Moreover, with contact to nature, certain evaluations
would be justified that would be presentable and contradictory.It also provides a new influence that
attempts to hold the propositions of the research.
3.5 Researchapproach
Research approach provides an application to this study by understanding validity of the research
with the help of certain assumptions. It comprises of inductive and deductive research approach.
Deductive approach provides an outline to this study by choosing a right career anda right path (Zanutto
2013). It would also be effective if there would be an inter-relationship made through the pathway of
research outcomes. Conditionally, this approach would be helpful because it involves active participation
of the respondents by accumulating the data through relevant theories and models. On the other side,
inductive approach would be beneficial, as it would generate new theories and models to gain better
information about the topic. Hence, for better evaluation, the researcher has taken deductive approach, as
it will produce results that would be conventional and empirical (Weathington, Cunningham and Pittenger
2012).
3.5.1Justification of research approach
Since, the researcher could not develop better theories and models because of low budget and time.
Therefore, the researcher was unable to choose the preferred inductive approach. Hence, for better

37
purpose the researcher has taken deductive approach (Thiem 2015). This will assist the completion of data
and would produce effective results with variability in this research. Under deductive methods, there are
certain principles that would form relationship criteria if proper measures were taken to form a good
clarity in the research. Thus, by following an unconventional research view, the researcher has taken this
approach under these types of circumstances (Supino and Borer 2012). Moreover, it is observed that
inductive research approach provides a generalized view in understanding the topic through theories and
models.
3.6Researchdesign
Research design provides the researcher to accomplish the topic with the help of literary outcomes. It
also provides a clear justification. Under this design, the researcher will develop certain information that
would be useful in future. This would also provide the researcher with various opportunities in evaluating
the data and collecting it to assume an unconventional research approach (Sullivan 2014).However,
research design also covers exploratory, explanatory, correlation and descriptive designs. The
exploratory research design develops information that would be relevant with knowledge, ideas, values,
thought process and skills. On the other side, the explanatory research design occurs if there would be a
good precision associated with the research variables (Salaberry and Comajoan 2013). Conventionally,
the researcher has chosen the descriptive design because it would be consistent to understand the
foundation of the research.
3.6.1Justification of research design
Since the researcher has selected the descriptive research design, it would be significant if the design
procedure would be exact and accurate. It also provides an authentic explanation while analyzing this
topic through several perspectives angles and perspectives of the research. However, the descriptive
research design also helps the researcher for gaining effective results. This forms mainly with primary and
secondary data sources (Ryen and Gobo 2011). Under the research problems, a distinction should be
made if there is a change of phenomena that requires statistical and experimental designs. Research
design also makes a longitudinal state where appropriate study must be done with the help of a meta-
analysis procedure.
3.7Researchstrategy
The researcher has taken numerous strategies to conduct the research work through case
studies,experiments and surveys. It would be effective if the researcher incorporates the research by
following a suitable strategy with a conventional method. Besides, a suitable strategy for this research
work would be effective to produce information about the topic (Rostron 2013). In order, the researcher

38
also organizes the collected data to implement in this research further. Moreover, the survey strategy also
provides the researcher a good foundation while incorporating ideas and gathering relevant information in
a successfulmanner.
3.7.1 Justification of research strategy
To gain an in-depth knowledge about the research topic, the researcher has faced several strategies
while implementing the study. This will produce certain outcomes by making validity to this research.
Since the researcher has taken survey strategy. It would be possible to get effective results from the
concerned topic. The survey strategy also holds a good scope to gather positive results concerning the
issues the researcher has faced in this research. It would be ideal if the researcher would analyze the topic
to get a better outcome without facing any type of difficulties (Preser 2014). However, the research ethics
follows the ethical principles where the respondents find a way that would minimize the potential distress
of the informed consent.
3.8Data collection methods
Data collection method is defined as the procedure for interpreting and gathering information with
the help of target variables in an established manner. However, it answers to the questions asked during
the research. As depicted by Novikov and Novikov (2013), the goal of data collection method would be to
capture the evidence of this research and building a convincing answer. It gains a significant area for
gathering knowledge and idea regarding the research framework. However, Data collection methods
mainly comprises of primary and the secondary methods. It is observed that the primary data collection
method mainly involves quantitative and the qualitative methods. Thus, this would be evolved by
forming a range of questionnaires and other options. It would also be effective to choose the options
related to the research section. On the other side, the secondary data collection method is obtained
through, books, journal articles, newspaper, websites, magazines, and with the help of other references
(Popping 2012). Moreover, the data collected from previous sources would be helpful to implement the
research techniques. It also provides an ultimate scenario that would be useful in collecting the data from
a variety of sources. Moreover, there are certain observations that would accumulate data through
interviews, experiments, observations, and questionnaires.
3.8.1Quantitative data collection methods
As explained by Lulle (2014), the researcher collects several observation, questionnaires and the
experiments using quantitative method. It would be ideal if the quantitative method would emphasize the
orientation of this research by forming mathematical and statistical analysis. Moreover, it is observed that
the quantitative research focuses on gathering numerical data and by making certain relationships with the
help of independent and dependent variables. The quantitative research here mainly focuses on the

39
descriptive and experimental methods. On the other side of the research, the descriptive research would
provide a methodological outline with the help of integers, variables and numbers (McGinty 2015). Thus,
the characteristic of quantitative research is structured on sample size. It also represents impact of
population by creating several questionnaires, making numerical representation and structuring the
representation.
3.9Data analysis
Data analysis is defined as a procedure for analyzing and transforming the data by discovering
information through a decision procedure. It also has various multiple facts and approaches that would
create a diverse portfolio by aligning the management principles. Here, business intelligence also covers
the data analysis that relies mainly on the business information and other statistical applications. On the
contrary, exploratory data analysis would focus by discovering features through statistical, linguistic, and
the structural techniques. Under this, several domains include exploratory data, statistical applications
and the predictive analysis (Jagodzinski and Wallin 2013). Data analysis could be integrated as a
precursor of data visualization and data visualization. However, the researcher has accumulated the
quantitative data with the help of SPSS whereas the numerical data through MS Excel in the form of
percentage. It also has the functions for answering the statistical, financial and the engineering needs. It
also allows displaying the data through priority of histograms, line graphs, and charts. Besides, it also has
a programming aspect that is done through the help of visual basic applications. SPSS would be done
through software packages and it is used for statistical analysis. It would also include basic software for
analyzing the descriptive statistics, linear regression and cluster analysis (Hantrais 2014). SPSS statistics
also places the constraints on data types, data processing and the matching files. Moreover, a graphical
user interface is used through a SPSS statistical window on the bottom interface.
3.10Accessibility issues
The researcher has faces some accessibility issues in this research while understanding the topic.
However, there are valuable insights in this topic, which would be gained with the shared variables of
research and other scholars (Green 2011). Additionally, for promoting best practices of this research,
there are potential benefits under the accessibility issues. It would also provide a valuable reference to
organizations that has a fund to support the research. Contradictory, the research also presents with an
apparent solution that would carry the background of the research. In order, the researcher also leads to
the frameworks, development languages, and the design pattern. It would be effective if the research
would provide an application that aims to provide a contemporary guide to accessible areas of the
research (Goodson, Loveless and Stephens 2012).

40
3.11Sampling methods and Sample size
Sample size could be defined as the number of respondent that would execute the research through a
successful manner. In this research, sampling techniques are used to gather essential information that
would be useful in decision-making procedure (Gobo 2011). Under certain circumstances, there are
sampling methods, which provides a selection procedure to the research. It would also be reliable and
useful for execution of the study. Sampling method comprises mainly of two types. It includes non-
probability and the probability sampling method. Under probability sampling method, there are random
sampling, systematic sampling and the stratified sampling while the non-probability sampling method
provides an explanation while determining a random objective through assumptions (Fram 2014). It is
evident from the research that the main advantage of the probability sampling method has certain errors
that needs to be minimized with a degree of attainment. On the other hand, non-probability sampling
method is a technique that is based on subjective judgment. It also represents the population to inform the
social processes through a meaningful orientation. Here, the researcher has selected 232 people as a
sample from 10 villages of Haryana state of India. Researcher did face-to-face survey in the 10 villages
of Haryana for finding the three main reasons of low adoptability of internet banking through personal
visit in each village. Villages concerned in the survey are 1) Bound,2) Sirsa, 3) Phogat, 4) BawaniKhera,
5) Bamla, 6) Devsar,7) Ranila, 8) Bass,9) Dinod and 10) Takri.
Research primary method is survey decided for data collection, researcher will distribute
questionnaire on the bus stop, outside of colleges and banks because bus stop is a location where
researcher can meet all type of people like different age group, different education level etc. And outside
of colleges researcher can meet to the large group of people. Outside of bank researcher can distribute
questionnaires and will get most effective data because people who are coming into the bank would more
efficient in choosing main three reason of low adoptability of internet banking.
3.12Reliability and Validity
Validity is the degree of the research, which evaluates the measurement and collection of data.
Validity measures the accuracy of the research with the help of ideas and concepts. It also has a key
perception that would be determined through the identified research. As argued by Fiorito, Scheall, and
Suprinyak (2015), the research analyses an ethical perspective by making a suitable judgment during the
course work. On the other hand, reliability would refer to the abilities of the research that may have a
periodic identity. The reliability also configures by making several agreements associated with the test-
related state, inter-method state, inter-related state, and the inter consistency. However, the researcher
would make a general criterion by evaluating the ideas of the research through proper evaluations,
techniques, and identities (Corti 2012).

41
3.13Researchlimitations
Under the research limitations, the researcher has faced some barriers that have to be implemented
during the course study. Phenomenally, the researcher has formed the data with the limitation of finance,
limitation of time, and the information limitation. It is observed that limitation of time allow the
researcher to complete the study by skipping significant information in the research. On the other side, the
limitation of finance develops the researcher’s viewpoint through ongoing resources with more details.
However, the researcher has provided an analytical view through sample size, time constraints,
consistent data, shortcomings of the research and other factors. The delimitations of this research
would provide an area where the researcher can feel little oppressive regarding the study. This would also
be confidential to get a reflection regarding the research variables (Biddle and Emmett 2013). Moreover,
the sample size taken is very small because it plays a significant relationship to ensure population, data
and other groups Researcher also didn’t get the complete 300 hundred responses only 232 respond. There
is one more limitation that the researcher selected only 10 villages of Haryana though there are 6841
villages but it was difficult to do survey in some more villages due to shortage of time. It is also difficult
to analyze the whole state problems on the basis of only 10 villages. As the researcher chose the paper
based data collection method so many problems arose such as it was expensive to take printout of 300
samples, it was also difficult to visit in 10 unknown villages and some people having problem in filling
the questionnaire and researcher have to explain them in their local language that was difficult for
researcher too.
3.14Ethical Considerations
The primary responsibility for the researcher would be to pay attention on the ethical issues on
conducting this research. Here, information would be collected mainly for personal use. However, the
respondent would enjoy active participation on their choices made during this research. In order, the data
is kept in a confidential manner (Barbour 2013). The researcher also maintains certain regulations and
rules that will be appropriate during this course study. Moreover, the researcher should follow Data
Protection Act, which will keep the information secret in an efficient manner. In the questionnaire
researcher avoided the socio-demographic question such name, place, contact number and so on.
Respondent were not pressurized to fill the questionnaire they participated with their own wish.
Furthermore, pens also distributed as gift to the each respondent.
3.15Time Horizon
It would make a planning horizon that has a fixed point of time while conducting the research
process. Here, the activities of the research include secondary sources, name of the topic, data collection

42
method and research layout. This will make a feasible area on analyzing the activities done within 21
weeks of time (Al 2013). Thus, completing this research will generate an outcome that would be
productive in future.
Activities
for the
research
Week
1-3
Week
3-6
Week
6-9
Week
9-12
Week
12-15
Week
15-18
Week
18-21
Name of
the topic

Secondar
y sources
 
Research
layout and
presentation

Analysis
of literature
content
 
Research
time plan
 
Research
techniques
  
Primary
data
collection
method
 
Interpreta 

43
tion of data
collection
Findings
and analysis

Conclusio
ns

Formattin
g

Final
submission

Table 1: Gantt Chart
3.16Summary
In this chapter, the researcher has analyzed various frames of the research with the help of findings
and analysis. This will be effective in making this research evident through research design, philosophy,
strategies and approaches. However, the researcher has chosen surveys to analyze the research through
customers of Internet banking in Haryana (6 and Bellamy 2012). Moreover, the researcher would choose
data collection method and time horizon to describe the research with a meaningful objective.
Chapter 4: Data Analysis /Findings

44
4.1 Data Analysis/ Findings
4.1.1 Introduction
In this chapter researcher explained how data collected and analyzed with help of selected tools of data
collection that is survey questionnaire as a primary source. Secondary data collection source are journals,
articles and books all are already used in literature review chapter 2.
The primary data that is required for the research gathered form 10 villages of Haryana city in India.
During the survey 232 respondents respond out of 300 and 30 respondent form each village was expected
but got different number of responses from each village mentioned below in the table:
S.No. Name of villages Number of responses
1 Bound 24
2 Sirsa 23
3 Phogat 22
4 BawaniKhera 23
5 Bamla 21
6 Devsar 22
7 Ranila 30
8 Bass 24
9 Dinod 20
10 Takri 23
Table 2: Responses from village
Highest number of responses is from ‘Ranila’ village and lowest from ‘Dinod’. Researcher took paper
based survey through visiting each village personally and researcher distributed pen to the respondent as
small gift. “Writer” that is the best way to gather information to the respondent. All variables of
questionnaire are relevant to the research’s main question and sub questions also proved helpful in getting
result. There are 35 variables analyzed with help of SPSS categorized into 8 categories mentioned in
below diagram:
Particulars Variables

45
1 Socio-demographic Age and Occupation
2 Internet banking services Bills payment, order check book, fund transfer, account
enquiry, online shopping and other
3 Three main reason of low
adoptability of Internet
banking out of seven
Illiteracy, fraud, cost of internet, lack of awareness, language
barriers, unavailability of network connection and unbanked
villages
4 Ranking Illiteracy, fraud, cost of internet, lack of awareness, language
villages.
5 Which particular reason
needs to solve first
Illiteracy, fraud, cost of internet, lack of awareness, language
villages.
6 Which services customers
using currently
Bills payment, order check book, fund transfer, account
enquiry, online shopping and other
7 Satisfaction level Satisfied, completely satisfied, unsatisfied and neutral
8 How often customer use
Internet banking
Usage enabling and years of using Internet banking
Table 3: Eight categories for analysis
4.2 Findings and analysis
4.2.1 Socio-demographic
The diagram below shows the socio-demographic information of respondent. Maximum participants are
below 20 years and least of participants’ lies in the age of “between 36 to 45”. On the other hand,
maximum respondent are employees that is 42.7%, 29.7% are business man and 27.6% respondents are
student.

46
Table 4: Age group of respondent
Frequency Percent Valid Percent
Cumulative
Percent
Valid below 20 86 28.4 37.1 37.1
between 21-35 83 27.4 35.8 72.8
between 36-45 63 20.8 27.2 100.0
Total 232 76.6 100.0
Missing System 71 23.4
Total 303 100.0
Cumulative
Percent
Valid Student 64 21.1 27.6 27.6
Business 69 22.8 29.7 57.3
Employee 99 32.7 42.7 100.0
Total 232 76.6 100.0
Total 303 100.0
Table 5: Occupation of respondent
4.2.2Familiarity with Internet banking
According to the below table it is cleared that only 32.8% people use internet banking and familiar
with the services of Internet banking. Rest 67.2% people don’t use Internet banking because several
reasons it can be illiteracy, fear of fraud, lack of awareness, unable to affordability of internet cost,

47
language barriers, unavailability of internet network connection and some villages don’t even have banks
this type of villages called unbanked villages.
Table 6: respondent familiarity with Internet banking services
Cumulative
Percent
Valid Yes 76 25.1 32.8 32.8
No 156 51.5 67.2 100.0
Total 232 76.6 100.0
Total 303 100.0
Furthermore, people who are used to with the Internet banking services they are approximately 33% only
and out of that 14.2% people use Internet banking for online shopping maximum people use this service.
Then around 12 % people use the fund transfer service and due to that service most of the people are
satisfied it reduce the travelling time, no need to stand in queue for long time in bank, reduce the risk of
carrying big amount because anything can happen such sometime people lost their bag, sometime thief
snatch the bag etc. so it is a safe way to transfer money from one account to another account..
Furthermore, there are three more services which people use but not much these services includes bills
payment that is used by 5.2% respondent, order check book which is used by only 1.7% respondent and
last but not least account enquiry very few people use this service because they prefer to update passbook
form the bank and all transaction details. In India passbook is type of document which issued by the
banks to the account holder to get all transaction information. Customer needs to update that book time to
time from the as soon as he can. It is type of hardcopy of all account history. Moreover, the Reserve Bank
of India declared that now will not charge for the passbook it will be provided free of cost to the customer
(Economic bureau, 2011). There is also a facility of computer generated passbook it means customer

48
can get all details through Internet banking. RBI and government of India both are focusing to develop the
Internet banking.
Table 7: type of services used by respondent
Cumulative
Percent
Valid None 154 50.8 66.4 66.4
bills payment 12 4.0 5.2 71.6
order check book 4 1.3 1.7 73.3
fund transfer 26 8.6 11.2 84.5
Online shopping 33 10.9 14.2 98.7
account enquiry 3 1.0 1.3 100.0
Total 232 76.6 100.0
Total 303 100.0
4.2.3 Three main reason of low adoptability of Internet banking
According to the previous researches it was found that not only Haryana state some other states are
also has low adoptability of Internet banking such as ‘Utharpradesh’ and some other. So on the basis of
these previous researches it is assumed that all state has same reason of low adoptability of Internet
banking. There are seven general reasons of low adoptability of internet banking. It is found that out of
these seven reasons there are three main reasons of low adoptability.
 First main reason is lack of awareness around 19.6% respondent chosen it as a main reason. Most
of the people are not aware about the all services of Internet banking in the villages of Haryana.
 Second main reason is unavailability of internet network connection it is responded by 15.6%
respondent. As per this result it could be say that it is a big hurdle in the adoptability of internet
banking.

49
 And third main reason is fear of fraud (14.4%) most of the people think that Internet banking is
not safe because of some security threats. Apart from that, PM Modi continuously trying to
develop adoptability of internet and government of India might have considered these three
reasons as a main reason in the rural areas of Haryana state. (member of deloitte touche
tohmatsu ltd, 2015)
Table 8: $ThreeSelectedReason Frequencies
Responses Percent of
CasesN Percent
main reason of low
adoptability
high illiteracy rate 98 14.0% 42.2%
fear of fraud from using
internet banking
101 14.4% 43.5%
unable to afford cost of
internet
75 10.7% 32.3%
lack of awareness about
internet banking
137 19.6% 59.1%
difficulty in
understanding the
language
91 13.0% 39.2%
unavailability of
internet connection
109 15.6% 47.0%
villages where banks
are not established
88 12.6% 37.9%
Total 699 100.0% 301.3%
a. Dichotomy group tabulated at value 1.

50
4.2.4Ranking to the all sevenreasons
It is also important to know the place of each reasons where these lies in a queue of seven reasons. After
understanding the three main reason of internet banking it is also necessary to know the position of all
other five reasons. According to the below figure, out of five reasons unbanked villages reason is a
highest rated reasons (40.4%) it can says that this is a fourth main reason of low adoptability of Internet
banking after three main reasons of low adoptability. And then cost of internet is affecting the
adoptability with 26.5% and language barrier is rated at 19.2%. Furthermore, illiteracy is not a big
concern for the people and government of India because it rated as last reason at 14%.
Figure 9: Ranking analysis
4.2.5Which particular problem should need to solve first out of seven:
To calculate that which is the main problem of low adoptability of Internet banking and needs to focus
first, researcher analyzed the data with help of SPSS. And the result came that ‘lack of awareness’ reason
needs to solve first because that reason got highest percentage that is 20.7%.

51
Table 9: $Solution Frequencies
CasesN Percent
Which one reason need to
solve first
high rate of illiteracy of
Haryana state
19 8.2% 8.3%
fear of fraud for internet
banking
43 18.5% 18.7%
unaffordable cost of
internet
41 17.7% 17.8%
lack of awareness about
internet banking
48 20.7% 20.9%
language barriers 29 12.5% 12.6%
unavailability of internet
network
38 16.4% 16.5%
unbanked villages of
Haryana state
14 6.0% 6.1%
Total 232 100.0% 100.9%
4.2.6 Which type of services currently used by the customers?
Currently maximum people using Internet banking for ‘accounts enquire’ that is 9.9% and these
respondents come in the categories of employee. There are two services which are used in equal
proportion that is 8.9% which include fund transfer and online shopping and 5.6% respondent use Internet
banking to order check book that is least. On the other hand, 8.6% respondents use Internet banking
services other than these services.

52
Table 10: $EbankingServices Frequencies
CasesN Percent
currently using services bills payment by using
internet banking
23 7.6% 10.1%
order check book 17 5.6% 7.5%
fund transfer through
internet banking
27 8.9% 11.8%
to make any account
enquiry
30 9.9% 13.2%
shopping through internet 27 8.9% 11.8%
other services 26 8.6% 11.4%
not using any of these
services
153 50.5% 67.1%
Total 303 100.0% 132.9%
4.2.7Satisfaction level of customers
The below pie chart shows that out of 100% respondent 51.8% are not aware about internet banking so
they all are listed in the category of ‘neutral’. And other three group of respondent are listed in three
different types which include satisfied in this type 8.9% people are considered and it is same in the
unsatisfied type 8.9% respondent. But completely satisfied customers are only 6.9% that is smaller
amount in comparison of other groups.

53
Figure 10: Pie hart for customer satisfaction
4.2.8How often customers use Internet banking
Howrepeatedly customers use Internet banking
Researcher divided the usage of Internet banking into four categories first is ‘daily’ approximately 14%
respondent use internet banking on daily basis that is least, second is ‘weekly’ it can be define as that out
of 49% around 18% respondent use Internet banking weekly and maximum respondent use Internet
banking monthly they may mostly use bills payment service, account enquire and some other.
Figure 11: Bar chart on respondent use of e-banking

54
Howlong customers are using Internet banking
The below pie chart depict that 51% people don’t use internet banking and rest 49% people are
categorised into three types include 1 year to 2 years, 1 year to 6 month and 6 month to 1 month. New
user and existing user both are equal in number of percentage that is 11.7%. On the other hand,
respondent of second category are only 3% that is least.
Figure 12: Pie chart on how long respondents use e-banking
4.3Analysis
Researcher’s main question was what are the three main reason of low adoptability of Internet
banking? According to the result those three reasons are mentioned below:
1. Lack of awareness about Internet banking: 19.6% respondent considered this reason as a barrier
in the way of adoptability of Internet banking. Maximum people are not aware about the internet
banking.
2. Unavailability of internet network connection: it comes after ‘lack of aware’ reason because it is a
second highest rated reason out of seven. 15.6% people have selected this factor as a reason of
low adoptability of internet baking.
3. Fear of fraud: 14.4% respondents have chosen this reason because people of villages are not
much aware about the benefits of Internet banking. They think that someone can do fraud with
them because there are some security threats. But there are so many solution to protect the
personal information from use Internet banking services safely. (Young, 2012)
There are also some objectives or sub-questions of study all are mentioned below:

55
First objective is: which types of services are useful for the people of villages in Haryana state of
India. On the basis of survey it is identified that ‘fund transfer’, ‘account enquiry’ and ‘online shopping’
these are the three main services that the people of villages required. And another objective is to measure
the satisfaction level of customers who use internet banking. In this case it comes out that 51%
people are non-user of internet banking and out of rest 49% only 8.6% are just satisfied and 6.9%
respondent are those who are completely satisfied with the Internet banking services mentioned
in above table. In last it can be say that, all findings and analysis of findings have done well and
researcher got the appropriate results.
4.3.1 Research sub questions
1. What is illiteracy rate and fear of fraud in the people of Haryana about internet banking?
The illiteracy rate of the Haryana villages is around 14% mentioned in ranking graph. This is not a big
problem for the adoptability of internet banking. On the other hand, Haryana’s people have fear of fraud
around 14.4% almost equal to the illiteracy.
2. What is the rate of unbanked villages in Haryana?
During the reviewing the literature researcher found that out of 6841 villages there is 4077 villages are
unbanked in Haryana (Government record, 2009). So it is also analyzed with the survey it around 40%
that is the response of only 10 villages if we see the whole Haryana then the percentage will be increase.

56
Chapter 5: Conclusion and Recommendation
5.1 Conclusions
It can be conclude that adoptability of Internet banking is really low researcher know that very well in
beginning of this research due to pre-research. But in the present study researcher proved it that out of
232 total respondent 51% are not familiar with the services of Internet banking. And the biggest reason is
‘lack of awareness’ in the people who belongs to villages of ‘Haryana’ state about the benefits of internet
banking for instant convenience and ease to access the account, customers can save the time of travelling,
it is a 24x7 facility no need to wait for opening of bank and no fear of closing at fix time, sometime staff
unable to attend all customers so they need to visit again, if customers use internet banking it would be
beneficial for both customer and bank etc.
Furthermore, not only ‘lack of awareness’ is a factor of concern there are two more main factor to focus
‘fear of fraud’ and unavailability of ‘internet network connection’. Customers don’t trust the internet
banking services they have fear of fraud due to some security issues such as:
 The biggest threat of internet banking is to loss bank user IDs, password and other private
information shared with bank.
 Phishing, online fraud, spyware programs are also threats for internet banking user.
 Each online service has different charges that always confuse users exactly how much cost of
internet banking.
There is also a problem of internet network connection in the rural areas of India so how can they get
aware about the benefits of internet banking. This is not a problem of all places; most of the villages got
the internet network connection due to PM Modi’s digital India mission. May be in next few years
problem of network will be sort out completely. Because government of India continuously focusing on
all these internet adoptability issues.
Except three main problem there are five more reason of low adoptability which include rate of
illiteracy(), unaffordable cost of internet connection(0), language barrier and unbanked villages after
solving the three main problem government and banks need to think.
Objective ofresearch
All objectives have been achieved in this research. First objective is to identify the three main reason
of low adoptability, secondly it is also identified that account enquire, fund transfer and the online
shopping are those services which required for the customers who use internet banking in the rural areas.

57
And one more objective to identify the satisfaction level of customer form internet banking.
Approximately 15% customers are satisfied with the services of internet banking and still using internet
banking services.
5.2 Recommendation
On the basis of above conclusion, researcher would like to suggest some initiatives to the banks,
government and customer. All mentioned below
5.2.1 Suggestions to the customers
1. Normally all users use internet banking form several locations wherever they visit usually that location
include computers or browsers. In case user ID and password is known to another person so it can prove
risky because he can access your online account. So to solve that problem there is affective security
feature but only selected banks have that feature this feature is called OTP (One Time Password). It works
through mobile phone registration, when you registering for that service bank will send you SMS on
registered mobile. When you completed that thing and whenever you access internet banking you have to
enter the OTP which will comes in form of SMS on the registered mobile number(Young, 2012). So
other person cannot access your account even if they have password and ID. Without registered mobile it
is not viable for other person to login your personal account.
2. Online password generating is not safe to the customers. Customers must do this through banks after
a proper verification if in case password has been forgotten. So the risk of has no place and you can
use your internet banking without any issue.
3. Customer should not use same password for the long time. It can create the problem of hacking some
other security issues. So the customer should change the password in short period through banker’s
verification process.
4. It is very important that customer shows interest in the internet banking and ask to bank about different
secrecies provided by the banks. Because it is very beneficial for customer, internet banking save lots of
time such as travelling time and time of stay in queue for long time. Time is money in this new world so
customer can save their time with the help of internet banking and can utilize that time in other important
work.

58
5. At time of doing the online transaction customer should not forgot to logout the page. Before logout
never close that tab or page which you are using. Doesn’t trust on the all website do proper research about
the website which you going to use. Because some people make fake assignment for stealing money and
after getting money they close the website. So be careful at the time using internet banking. (Top Online
Banking Threats, 2010)
5.2.2Suggestions to the banks and government
1. On the basis of survey the researcher found that most of the people are not aware about the internet
banking. So the government of India can provide free education of internet banking. Because most of the
respondents are educated and don’t use internet banking. This type of welfare programme can help in the
development of internet banking. Government should organize the free classes about all benefits, way of
data protection and types of threats in each villages of not only Haryana even in all over India. Banks can
also do that it will encourage the popularity of bank and trust factor can also increases.
2. According to the finds of research fear of fraud is the main reason of low adoptability in other word
customers don’t trust internet banking services. It is important to develop security and privacy methods.
Banks can also upload the all information of security and protection on the website to make to reach to
the internet banking user. That could be help for the customer to protect make safe online access for
internet baking.
3. Usually all banks send transaction history through mobile alert. Some banks has limited threshold, if
customer do transfer less than the limited amount he will not get any mobile alert. So it is suggested to the
bank should not make any threshold limit for the mobile alert. It can also be reason of low adoptability of
internet banking because some customers are not able to bear the cost of internet cost. It is a one of the
reason of low adoptability internet banking.
4. There is a strong security way to protect the internet banking process that system called Multi-Factor
Authentication (MFA). This an upgraded forms of standard username and password. It provides
additional security to the customers and designed to protect the usability of internet banking. MFA is
define as when the user enter password at time using internet banking, customer will shown a image and
text that were personalized by him at the time of registration in bank. Then customer can enter the
password after recognizing the image. It restricts the chances of phishing bother. It suggested to the all
banks of Haryana to upgrade this system.

59
5. Most of the customers don’t change password for long period of time that can be risky. Only few
banks make compulsion to the user to change the login password and transaction password in a short
period specified by the bank. It became internet banking more safe and secure. So it is suggested to the all
banks to adopt that way to security.
6. In the online security encryption is very important. It is necessary to the all banks to upgrade the latest
online portal 256-bits Secure Socket Layer form previous 128-bits Security Socket Layers. It was already
updated by the SBI this is public bank.
7. There is a one more way to create awareness about the internet banking among the people of villages.
They can give brochure to the new customers at the time of account opening. In which all information
should be mention about internet banking such as how to register for internet banking, what type of
services are available, if there is any fees in the use of any internet banking service so clearly mention, all
benefits etc.
8. Banks should provide 24x7 services for asking queries regarding any internet service. If banks do that
so it can help in increasing customers trust on internet banking. Staff of the banks should be clam and
cooperative with the customer and handle all queries in a better manner. It makes the relationship of
customer and bank strong.
So the government of India should focus on that problem and organize some welfare programme. Same as
banks can also help the government in sorting out the problems of internet banking. It will be beneficial
for both customer and as well as banks.
Chapter6: Self-Reflection

60
6.1 Introduction
This chapter describe the personality development and knowledge enhancement during the course going
through the name course is Masters in Administration programme. And also evaluate that how academic
and professional skills learnt throughout course end and how those skills have developed and will be
beneficial to the researcher in the future. After entering into the MBA the need of self-reflection
increased. Furthermore, in the beginning of the course the first module was personal development. In that
course students learnt how to recognize yourself and how much you learnt what more you need to achieve
your future goal. The module considered a portfolio writing in which student needs to explain all about
past achievement and how these skills helpful in future employment.
6.2 Learning style
Learning style defines the outline of the learner’s performance in resembling the learning experience.
How got new information, develop new skills, how to maintain and apply new skills in the achievement
of future employment. This is a fact that determining a learning style helps in improving learning. To
grasp this potential, researcher needs to establish and understand what preferences he has for the learning
style. To understand the different learning style of different people Peter Honey and Alan Mumford
designed the learning style questionnaire in 1982. At time of leading the test it is realised by the
researcher that his learning style was more theorist. This likeness has been seen all through the paper as a
theorist is seen as a perfectionist and one that pursue the chronological problem solving method. The
researcher constantly analysed in the whole process that complete data fitted together and made a logical
sense. It is agreed that this learning style basically concluded from the experience. The below diagram
effective learning of a person through a cycle of four stages which include: start from having an existing
experience, second step is observation and reflection of that existing experience, third step is to analyze
and conclude the experience and last step is to make plan for new experience. (Chikring, 1981)

61
Figure 13: Cycle of effective learning (Chikring, 1981)
Furthermore, According to the Kolb’s every individual has its own learning style. There are various
factors which influence the individual’s preferred learning stylefor instance, social factor, educational
factor and economic factors. The learning style preference is the product of two pairs of variable or
different ‘choices’ which we create, though anything affects the choice of style. In the below diagram
Kolb presents the two continuums which include east-west axis known as Processing Continuum it
defines that how we move towards a task and another continuum is north-south axis known as Perception
continuum which define how we think or feelabout it. (Kolb, 1984)
6.3 Learning style description
According to the preferred method to understanding an individual’s learning style facilitate learning to be
orientated. It is human nature that everyone wants to and needs the incentive of all types of learning
styles. It is whole topic of using prominence that suites best with the particular situation and a person’s
learning style preferences. The four Kolb learning styles are mentioned below:

62
Figure 14: Learning style(McLeod, 2010)
 Diverging (feeling and watching-CE/RO): These types of people have strong observation power
we can call them sensitive. Instead of doing any task they prefer to collect information and utilize
imagination power to solve the any difficulty. They better in observing the actual situation at
various positions.
 Assimilating (watching and thinking- AC/RO): This learning considers to the point and logical
approach. These types of people believe in clear explanation instead of practical opportunity.
They usually do all thing in logical way for that they collect wide-range of information and
assemble in a proper logical format. Furthermore, this learning is mostly helpful in the careers
which are related to the information and science. This type of learning style people mostly like do
reading, listening lectures, exploring analytical models and spending time in thinking about things
and different topics.
 Converging (doing and thinking-AC/AE): In this stage people prefer to solve technical issues and
very less participate in the personal aspects. They utilize their skills in finding solution of
practical matters.
 Accommodating (doing and feeling-CE/AE): People who prefer this learning style believe
practical and relies on perception instead of being logical. They prefer to take new challenges and
opportunities to completing the plans. These type of people use the others information and
analysis and they have experiential approach. (McLeod, 2010)

63
6.4 Learning & Development
From the first day of course commencement researcher was learning and increasing her knowledge. Not
only academic knowledge there so many things to learn such as how to talk with the students from
different culture and country, what is the benefit of attending classes everyday etc. Attending classes
regularly is the rule of college that is necessary for maintaining discipline. On the other hand, in the
beginning lecturers provided the list of recommended readings which proved very helpful in the
assignment and now in dissertation as well. Throughout the course researcher learnt so many skills which
all are mentioned below:
6.4.1 Researchskills
From the beginning of the MBA course there was module called research method that helps the researcher
very much in dissertation and in all assignment. And other module also taught some other skills such as
how do critical review of academic literature, how to do self-reflection, financial analysis etc. Researcher
faced some difficulties in doing analysis of case study because in the undergraduate she didn’t do much
research work. Only small research has been done in her undergraduate course. But in MBA most of the
assignment needs to do primary research through survey and interviews. Here researcher would like
discuss about my first semester’ digital marketing module’ in that our professor gave us a task to make a
integrated marketing plan for a business. In that assignment researcher learnt all research tools very well.
6.4.2 Data analysis skill
At the initial stage of course researcher got an assignment in which she learnt how to use
‘SurveyMonkey’ software to collect data and analysis. It proved very helpful throughout the course. And
at the time of starting dissertation researcher decided to use SPSS software as per the guidelines. For that
SPSS lecturer gave a lecture on how to use SPSS to analyse the data. That lecture helped me in deciding
which software it helpful for me then SPSS was chosen by the researcher.
6.4.3 Decision making skills
Researcher also improved the decision making skill throughout the MBA programme. The different
module of course required to analyse the findings of a particular topic and make decision, suggestion to
the problem. All these activities taught how to make right decisions in the standard business world.
During the course professor of ‘digital marketing’ allotted a assignment in that researcher has to chose a
business any type new or existed and make a marketing plan in appropriate budget according to income of
that company. And also analyzed the factor affecting of the company, researcher did the deep research on
the company and final made the marketing plan. Furthermore, in that assignment marketing skills,

64
financial skills, decision making skill, team work skills etc as much skills has been learnt by the
researcher.
Moreover, to build up the strong decision making skill researcher has to be logical and objective at time
of decision making process and give suggestion after knowing all merits and demerits of decision. And
the most important thing always makes decision after a proper research. As the researcher wants to join a
multinational company for a bright future this skill would smooth the process of achieving the goal.
6.4.4 Team working skills
Every work has some advantage and disadvantage. Same as researcher during the group assignment he
learnt so many skills but some problem also faced by him. For instance, difficulties in meetings because
of different working schedule of different people, problem in coordination each team member wants to
give priority to their own work, different behaviour and knowledge level of each individual, difficulties in
completion of work before due date, some member participated very less and so many problems was
faced by the researcher. But at the due date researcher make the group member to understand the
inference of the not completing the work before due date and encourage them to fish the assessment.
On the other hand, researcher found that team working skill would be helpful in the future when she will
start her work in Multinational Company. To become a member of a company it is necessary to
coordinate with the whole staff that is only possible when we can understand the attitude of different
people of different culture, believes and different level of knowledge. Researcher learnt a very good thing
that all keep right attitude to be cooperative with other people’s vision and make an efficient team.
Throughout the group assignment researcher also developed his leadership skill because most of the he
coordinated the team to get a good result.
6.4.5 Time management skills
Time management skill plays a vital role in the process of achieving any target or goal. From the
beginning of the course researcher focused on time management skills because it was the weak of her in
last course so wanted to improve that skill. So in MBA she decided that she will do all task according to
the proper time table and to complete the course she utilized even a single minute for the studying and
authentic research for the all modules. In the end of first semester she cleared the all exam in one attempt
with good marks. One more reason of her successive exam was punctuality in classes. To collect the
important information about the research topics it is necessary to attend all classes. It was observed by the
researcher students who were not regular in the classes got failed in many assignments due to lack of
proper information told by the professor in the classes.

65
6.5 Self reflection
Joining the Masters in Business Administration programme (MBA) is the largest dare for me ever. First
thing is that different style of learning and I am from India the learning style of India is more theoretical.
This is first time when I am out of country without guardians so I found difficulty in finding the college.
And when I reached college so there were some more difficulties such as different study style, different
way to interact with the lecturer, different writing pattern compare to previous undergraduate course
because now I has to do deep research to find out authentic references.
Moreover, when I joined the Dublin Business School (DBS) faced many problems but with support of
lecture I got successful in improving research skills. Before joining I didn’t think that how different, wide
speared and demanding course is this. In MBA there is five modules in each semester so I learnt properly
how search articles, journals and how to referencing and citation. Furthermore, MBA is like a platform
where student come and observe their managerial skills and then utilize all skills for making good career.
General MBA is mixture of all managerial skills in this course I have learnt almost all managerial skills so
now I have lots of job opportunities. I took ‘Digital Marketing’ and ‘Finance’ in MBA.
I always wanted to join finance department so I took finance in the second semester to make my future in
the finance field. In this semester I learnt how to take decision at time financial issues. What are the
responsibilities of a manager and CEO how they make decision all those things explained by the professor
through a topic about the ‘Lehman Brothers Bankruptcy’. Professor showed the several videos of
economist debate about US financial crises. On other hand, I learnt how to make budget for marketing a
product and service of any company. I gained that knowledge in the first semester (Digital Marketing).
Time management played a vital role in my course because throughout the course I haveto lots of things
together. It was compulsory to attend the classes regularly and along with I have to do three to four
assignments in same time. To submit the all assignments I made a timetable and started to follow it. It
proved really helpful for me I submitted all assignment on time and got passed.
There was a module in both semester it helped me in observing my strength and weakness. In that we
made a portfolio of ourselves for that our lecturer gave us some tests to analyze the strength and
weakness. I realised that what skill I have and where I can use my skills. I found that my financial skill is
strong so I can make my career in that field.
Dissertation is also a treasure of learning it include important work on all factors to reviewing the
literature, doing primary research, secondary data collection, and analysis of primary and secondary data
and then make a written report in a structured form. It is very important part of the complete course we
can say that almost half MBA. It consumes lots of time equivalent to one semester. Furthermore, it needs
a proper planning which include do meeting on time, take feedback from the supervisor on time and do
research work according to timetable which made in the beginning of the dissertation. I have done my

66
dissertation on ‘Low adoptability of internet banking in Haryana state of India’. It is basically based on to
find out the three main reason of low adoptability of internet banking. So the government and banks of
Haryana state can focus on main problems of low adoptability internet banking instead of doing other
things about that issue. Moreover I learnt lots of things throughout the dissertation how to use SPSS for
analysing the data, research onion importance in dissertation; I developed the skill of finding and
collecting information and work with library recourses. I got the lots of knowledge about the internet
banking and the customer’s behaviour toward the internet banking. Moreover, now what government and
banking doing for internet banking development and what will be done by them in future?
In last researcher would like to say thank you to all lecturers of Dublin Business Schools it won’t be
possible without the support of the lecturers and a special thanks to the Supervisor of dissertation for the
proper guidance. I think that this course give me a treasure of skills and knowledge and realised that I
have improved my existing skills. I completely trust that these all skills would help me in getting job and
in my personal life as well.

67
Chapter 7: Bibliography
1. 6, P. and Bellamy, C. (2012). Principles of methodology.London: SAGE.
2. Agwu, E. (2012). Generations X and Y’s Adoption of Internet and Internet Banking in
Nigeria. International Journal of Online Marketing,2(4),pp.68-82.
3. Al, S. (2013). Interpretive research design: concepts and processes.International Journal of
Social Research Methodology,16(4),pp.351-352.
4. Bansal, A., 2016. Integrated Financial Management System (IFMS), Haryana. ACADEMICIA: An
International Multidisciplinary Research Journal,6(1),pp.110-119.
5. Barbour, R. (2013). Book Review: PraneeLiamputtong, Focus Group Methodology. Qualitative
Research,13(2),pp.255-256.
6. Barker,R. (2011). Online crisis communication response: A case study of fraudulent banking
transactions in South Africa. Communicatio,37(1),pp.118-136.
7. Biddle, J. and Emmett, R. (2013). A research annual. Bingley, U.K.: Emerald.
8. Biringer, B. (2013). Critical infrastructure systemsecurity and resiliency. Boca Raton:Taylor &
Francis.
9. Bishnoi, S. and Tandon, A., 2013. Customer satisfaction towards internet banking: Comparative
survey evidences. ACADEMICIA: An International Multidisciplinary Research Journal, 3(4),
pp.89-106.
10. Bonin, H. and Brambilla, C. (2014). Investment Banking History. Brüssel:P.I.E.-Peter Lang S.A.
11. Boot, A. and Ratnovski, L. (2012). Banking and trading. [Washington, D.C.]: International
Monetary Fund.

68
12. Chandra, S. and Sharma, M. (2013). Research methodology. Oxford:Alpha Science International
Ltd.
13. Chiou, J. and Shen, C. (2012). The antecedents of online financial service adoption: the impact of
physical banking services on Internet banking acceptance. Behaviour& Information Technology,
31(9), pp.859-871.
14. Choudhry, M. (2011). An introduction to banking. Chichester,U.K.:John Wiley & Sons.
15. Cohen, E. (2011). Athenian economy and society. Princeton,NJ:Princeton University Press.
16. Corti, L. (2012). Recent developments in archiving social research.International Journal of
Social Research Methodology,15(4),pp.281-290.
17. Darwish, S. and Hassan,A. (2012). A model to authenticate requests for internet banking
transactions. Alexandria Engineering Journal,51(3), pp.185-191.
18. Drescher,N. and Klewer, J. (2011). AnalysezurseniorengerechtenGestaltung von
Bildschirmeingabemasken am Beispiel von Internet banking und
Geldausgabeautomaten. HBScience,2(2),pp.48-52.
19. Dubois, M., Bobillier-Chaumon, M. and Retour, D. (2011). The impact of development of
customer internet banking skills on customer adviser skills.New Technology, Work and
Employment,26(2), pp.156-173.
20. Fiordelisi, F., Marques-Ibanez,D. and Molyneux, P. (2011). Efficiency and risk in European
banking. Journal of Banking & Finance,35(5),pp.1315-1326.
21. Fiorito, L., Scheall, S. and Suprinyak, C. (2015). A research annual.Bingley, U.K.:Emerald.
22. Fischer, J. (2011). Banking basics. Broomall, Pa.:Mason Crest Publishers.

69
23. Fox, D. (2014). Internet banking. DatenschutzDatensich,38(5),pp.340-340.
24. Fram, S. (2014). When to use what research design. International Journal of Social Research
Methodology,17(3), pp.322-324.
25. Gobo, G. (2011). Glocalizing methodology? The encounter between local
methodologies. International Journal of Social Research Methodology,14(6), pp.417-437.
26. Goodson, I., Loveless, A. and Stephens, D. (2012). Explorations in narrative research.
Rotterdam: SensePublishers.
27. Goswami, D. (2013). Measuring Customer Satisfaction on Webqual Dimension for Internet
banking: An Empirical Study. Paradigm,17(1-2), pp.25-36.
28. Green, G. (2011). Experimental validation of the R³I design evaluation methodology. J. of Design
Research,9(1),p.1.
29. Hantrais, L. (2014). Methodological pluralism in international comparative
research. International Journal of Social Research Methodology,17(2),pp.133-145.
30. Jagodzinski, J. and Wallin, J. (2013). Arts-based research. Rotterdam:SensePublishers.
31. Jalal, A., Marzooq, J. and Nabi, H. (2011). Evaluating the Impacts of Internet banking Factors on
Motivating the Process of Internet banking. Journal of Management and Sustainability,1(1).
32. Juan, H. and Huang, H. (2012). Systems biology. Singapore: World Scientific.
33. Kalaiarasi, H. and Srividya, V. (2013). An investigation on internet banking adoption. IJBIR,
7(1), p.99.

70
34. Kaur, N. and Kiran, R., 2015. Internet banking Service Quality and Customer Loyalty: Changing
Dynamics of Public, Private and Foreign Bank Consumers in India. Global Business &
Management Research, 7(1).
35. Kharb, M. and Verma, J., 2014. Awareness and security issues regarding the non adoption of Net
Banking among non users. International Journal of Management, IT and Engineering, 4(6),
p.319.
36. Khare, A., Mishra, A. and Singh, A.B., 2012. Indian customers’ attitude towards trust and
convenience dimensions of internet banking. International Journal of Services and Operations
Management,11(1),pp.107-122.
37. Khrais, L. (2015). Highlighting the Vulnerabilities of Internet bankingSystem.J Internet Bank
Commer, 20(3).
38. Kondabagil, J. (2007). Risk management in electronic banking.Singapore: John Wiley & Sons
Asia.
39. Kumar, S. and Garg, R., 2012. Service quality measurement of internet banking: A customers’
perspective. In National Conference on Emerging Challenges for Sustainable Business (Vol. 46,
No. 3, pp. 1417-1436).
40. Kumar, V., 2015. Consumers Attitude towards Various Internet Service Providers. International
Journal,3(1),pp.77-80.
41. Laidler, D. (2014). The Golden Age of the Quantity Theory. Princeton:Princeton University
Press.
42. Lal, D., 2015. Customer Perceptions and Satisfaction Levels toward Internet Banking Services of
Indian Banking Companies. Scholedge International Journal of Management & Development
ISSN 2394-3378,2(6),pp.13-18.

71
43. Love, K. (2012). Ethics in social research. Bingley, U.K.:Emerald.
44. Lulle, A. (2014). Research methods for children. International Journal of Social Research
45. Mahfooz, Y., Al-Motairi, M., Ahmad, F. and Khan, A., 2013. A Study of the Service Quality
Issues of Internet Banking in Non-Metro Cities of India.Journal of Advanced Management
Science,1(1).
46. Malhotra, P. and Singh, B., 2015. An Analysis of Use of Social Network Sites in Indian Banking
Sector. Productivity,55(4),p.350
47. Marceau,G. (2012). Internet banking in France: Innovative Business Model or Mimetic
Phenomenon?. IBR, 6(2).
48. McGinty, M. (2015). Writing and doing action research. International Journal of Social Research
49. Mishra, S., 2015. An Impact of Internet banking on Productivity of Public and Private Sector
Banks in India: An Analogy. MERC Global’s International Journal of Social Science &
Management,2(1),pp.54-62.
50. Novikov, A. and Novikov, D. (2013). Research methodology.Leiden,Netherlands: CRC
Press/Balkema.
51. Oseni, U. and Omoola, S. (2015). Banking on ICT: The relevance of online dispute resolution in
the Islamic banking industry in Malaysia.Information& CommunicationsTechnology Law,24(2),
pp.205-223.
52. Pan,J., Chen, S. and Nguyen, N. (2012). Intelligent information and database systems. Berlin:
Springer.

72
53. Pokharel, B. (2011). Customer Relationship Management: Related Theories, Challenges and
Application in Banking Sector. Banking J,1(1).
54. Popping, R. (2012). Qualitative Decisions in Quantitative Text Analysis Research. Sociological
55. Preser,R. (2014). A methodology of damage. International Journal of Social Research
56. Raheem,A. (2014). An Investigation into Authentication Security of GSM algorithmfor
Mobilinternet banking.Hamburg:DiplomicaVerlag.
57. Rostron, B. (2013). Methodology, Menthol, and Mortality. Nicotine & Tobacco Research,15(2),
pp.619-619.
58. Ryen, A. and Gobo, G. (2011). Managing the decline of globalized methodology. International
Journal of Social Research Methodology,14(6), pp.411-415.
59. Salaberry, M. and Comajoan, L. (2013). Research Design and Methodology in Studies on L2
Tense and Aspect.Boston:De Gruyter.
60. Salaiwarakul, A. (2013). A Remote Biometric Authentication Protocol for Internet
banking. IJOEE,1(4), pp.279-283.
61. Sindwani, R. and Goel, M., 2014, July. AccePtAnce of technology BAsed self servicinternet
bankingAmongmAture customers. In PRIMA (Vol. 5, No. 1). Publishing India Group.
62. Sindwani, R. and Goel, M., 2015. The Impact of Technology Based Self Servicinternet banking
Service Quality on Customer Loyalty. International Journal of Marketing & Business
Communication,4(3).

73
63. Singh, P. and Rani, S., 2013. Access to and Socio-economic Impact Assessment of
Computer/Internet in Rural Haryana, India. Indian Journal of Extension Education, 49(1and2),
pp.5-10.
64. Singh, S., 2014. Service providers’ risk in Internet banking in India. International Journal of
Management,IT and Engineering,4(8),pp.289-301.
65. Smith, R., Walter, I. and DeLong, G. (2012). Global banking. Oxford:Oxford University Press.
66. Spitzeck, H.,Pirson, M. and Dierksmeier, C. (2012). Banking with integrity. Houndmills,
Basingstoke, Hampshire: Palgrave Macmillan.
67. Sullivan, M. (2014). Modal Logic as Methodology. Philosophy and Phenomenological Research,
88(3), pp.734-743.
68. Supino, P. and Borer, J. (2012). Principles of research methodology. NewYork,NY: Springer.
69. Thiem, A. (2015). Designing research in the social sciences. International Journal of Social
Research Methodology,18(4),pp.453-454.
70. Weathington, B., Cunningham, C. and Pittenger, D. (2012). Understanding business research.
Hoboken, N.J.: John Wiley & Sons.
71. Xirong, G. and Jin, Y. (2011). The influence of consumer's perceived service quality on the
continued interaction of internet banking. Energy Procedia,13,pp.10247-10254.
72. Yu, C. (2014). CONSUMER SWITCHINGBEHAVIOR FROM INTERNET BANKING TO
MOBILINTERNET BANKING. ijcse,7(1),pp.1-28.
73. Yusuf Dauda,S. and Lee,J. (2015). Technology adoption: A conjoint analysis of consumers ‫׳‬
preference on future internet banking services. Information Systems,53,pp.1-15.

74
74. Zanutto, A. (2013). Handbook of constructionist research. International Journal of Social
Research Methodology,16(1),pp.87-89.
75. Talwar, Deepak. “An Analysis Of Literacy Rate In Haryana,” 2014.
76. Economic bureau. “‘All Banks Must Issue Pass Book for Savings A/c,’” 2011.
77. “Indians Using Internet Prefer E-Banking to Online Shopping,” April 6, 2012.
78. Flathers, Bill. “A FRAMEWORK FOR THE DEVELOPMENT OF THE A TM -
WEATHER INTEGRATION CONCEPT,” 2013.
https://www.mitre.org/sites/default/files/pdf/13_0903.pdf.
79. Government record. “Integrated Managment Information System (IMIS),” 2009.
80. Rao, Dr. Chilumuri. “Consumer Awareness in Rural India with Special Reference to E-
Banking Services of State Bank of India,” 2013.
http://worldwidejournals.com/paripex/file.php?val=February_2013_1360930479_80d34_
15.pdf.
81. Saha, Alpesh. “INDIA@ DIGITAL BHART,” 2015.
82. Young, Emst. “Rebirth of E-Commerce in India,” 2012.
83. “Top Online Banking Threats.” Financial service provider, 2010.
84. “Bankers to Extend Services to Unbanked Villages in Haryana and Punjab | Business
Standard News.” Accessed January 8, 2016. http://www.business-
standard.com/article/finance/bankers-to-extend-services-to-unbanked-villages-in-
haryana-and-punjab-114022000868_1.html.
85. “Digital India to Transform the Way India Will Live, Work: Modi - Times of India.” The
Times of India. Accessed January 8, 2016. http://timesofindia.indiatimes.com/tech/tech-
news/Digital-India-to-transform-the-way-India-will-live-work-
Modi/articleshow/49124846.cms.
86. “Personal Website of R.Kannan.” Accessed January 8, 2016.
http://kannanpersonal.com/inbank2/e-banking/rbi-role.html.
87. “The Rise in Internet Penetration and the Changing Face of Digital India.” Iamwire.
Accessed January 8, 2016. http://www.iamwire.com/2015/01/rise-internet-penetration-
changing-face-digital-india/108808.
88. Singh, Charan. “Financial Inclusion in India: Select Issues,” 2014.
89. Singh, Apurva. “E-BANKING IN SUBURBAN INDIA,” 2013.
90. Sikdar, Pallab. “INTERNET BANKING in INDIA – A PERSPECTIVE on BENEFITS
and CHALLENGES INVOLVED,” 2013.
91. Shukla. “E-Banking: Problems and Prospects,” 2011.
92. Nagabhushanam, Dr. Manasa. “A Study On Customer Services Quality of Bank in
India,” 2011.
93. member of deloitte touche tohmatsu ltd. “Digital India: Unleashing Prosperity.” Wipro,
2015.
94. McLeod, Saul. “Kolb’s Learning Styles and Experiential Learning Cycle | Simply
Psychology,” published 2010. http://www.simplypsychology.org/learning-kolb.html.
95. Kolb, D.A. “Experiential Learning: Experience as the Source of Learning and
Development,” 1984.
96. Kaur, Navneet. “E-Banking Service Quality and Customer Loyalty: Changing Dynamics
of Public, Private and Foreign Bank Consumers in India,” 2015.

75
97. Karimzadeh, Majid. “ELECTRONIC BANKING CHALLENGES IN INDIA: AN
EMPIRICAL INVESTIGATION,” 2012.
98. J. Parmar, Bhavesh. “Rural Banking through Internet: A Study on Use of Internet
Banking among Rural Consumers,” 2013.
99. Jamaluddin. “E-Banking: Challenges and Opportunities in India,” 2013.
100. Insan, Dr. Pinki. “Customer’s Perception Towards Internet Banking: A Study Of
Sirsa City,” 2010.
101. Goyal, Vishal. “Mobile Banking in India: Practices,Challenges and Security
Issues,” 2012.
102. Gnanasambandam, Chandra. “Online and Upcoming: The Internet’s Impact on
India,” 2012.
103. Chikring, w. “Learning Styles and Disciplinary Defrences.,” 1981.
104. CHAVAN, JAYSHREE. “INTERNET BANKING- BENEFITS AND
CHALLENGES IN AN EMERGING,” 2013.
105. Roger. Innovation Diffusion Theory, 1980.
106. Kaushi, Kaushi. “HOW DOES SERVICE QUALITY INFLUENCE CUSTOMER
LOYALTY IN HOTEL INDUSTRY?(dissertation Structure): 3.Research Methodology.”
Accessed January 8, 2016. http://kimidissertation.blogspot.ie/2012/07/research-
methodology.html.
8. Appendix
8.1. Questionnaire: to identifying the three main reason of low adoptability of internet
banking in villages of Haryana state.
1. What is your age group?
a) Below 20
b) Between 21 to 35
c) Between 36 to 45
2. What is your occupation?

76
a) Student
b) Business
c) Employee
3. Have you ever used any E-banking service?
a) Yes b) No
If yes, which service have you used?
a) Bills payment
b) Order check book
c) Fund transfer
d) Make any account enquiry
e) Online shopping
f) Other
4. Choose three reasons out of the following seven reasons of low adoptability of e-banking
in your village?
a) High rate of illiteracy,
b) Fear of fraud,
c) Unable to afford cost of internet,
d) Lack of awareness about e-banking,
e) Languages barriers,
f) Unavailability of internet network connection
g) Unbanked villages.
5. Give rank to the above selectedreasons?
a) High rate of illiteracy,
b) Fear of fraud,

77
c) Unable to afford cost of internet,
d) Lack of awareness about e-banking,
e) Languages barriers,
g) Unbanked villages.
6. Out of three selected reasons of low adoptability of e-banking which one need to solve
first?
a) High rate of illiteracy
b) Fear of fraud
c) Unable to afford cost of internet
d) Lack of awareness about e-banking
e) Languages barriers
g) Unbanked villages
Other relevant question to the usage of e-banking in villages of Haryana
7. Which type e-banking service you are using currently?
a) Bills payment
b) Order check book
c) Fund transfer
d) Make any account enquiry
e) Online shopping
f) Other
8. Are you satisfied with services, chosen in above question?
a) Satisfied

78
b) Very satisfied
c) Unsatisfied
d) Neutral
9. How often do you use e-banking?
a) Daily
b) Weekly
c) Monthly
d) Never
10. How long are you using e-banking?
a) 1-2 year
b) 6 month-1 year
c) 1 month-6 months
8.2 Pictures ofsurvey results: The below pictures are showing the process of using SPSS method to
analysis the responses of survey.
Variable view:

79
Data view:
Analysis methods:

Final MBA dissertationT

More Related Content

What's hot (20)

Final MBA dissertationT