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FACTORS INFLUENING THE CUSTOMERS TO ADOPT THE E-BANKING SERVICES: A STUDY WITH SPECIAL REFERENCE TO CHENNAI CITY INTRODUCTION In India banking sectors plays a very vital role for economic growth. In the wake of computer penetration as well as internet facility peoples are very eager to use it. Now a day’s banking sector providing many services towards their customers to retail market share. Among the banking services, e –banking services is one of the most important and
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  FACTORS INFLUENING THE CUSTOMERS TO ADOPT THE E-BANKING SERVICES: A STUDY WITH SPECIAL REFERENCE TO CHENNAI CITYINTRODUCTION  In India banking sectors plays a very vital role for economic growth. In the wake of computer  penetration as well as internet facility peoples are very eager to use it. Now a day’s banking sector providing many services towards their customers to retail market share. Amongthe banking services, e –banking services is one of the most important and core service to customers Ebanking allows customers of a bank to conduct financial transactions on a secured website operated by the institution, which can be a retail bank, virtual bank, credit union or  building society. !o access a financial institution s online banking facility, a customer having  personal Internet access must register with the institution for the service, and set up some  password #under various names$ for customer verification. !he password for online banking is normally not the same as for telephone banking. %inancial institutions now routinely allocate customers numbers #also under various names$, whether or not customers intend to access their online banking facility. &ustomer’s numbers are normally not the same as account numbers,  because number of accounts can be linked to the one customer number. !he customer will link to the customer number any of those accounts which the customer controls, which may be che'ue, savings, loan, credit card and other accounts. &ustomer numbers will also not be the same as any debit or credit card issued by the financial institution to the customer.!o access online banking, the customer would go to the financial institution s website, and enter the online banking facility using the customer number and password. (ome financial institutions have set up additional  security steps for access, but there is no consistency to the approach adopted. )owever, the customers had a opportunity to access their accounts *ust one click from the mouse. Ebaking is getting very popular among the customers, many of them are very reluctant to use this services  because of misconceptions like password hacking, privacy, security etc. Even though there is some problem at the time of adopting ebanking services, many customers are adopting e banking because of its convenience of customers. !herefore, the present study is undertaken to find out the factors influencing the customers to prefer the ebanking services+ A study with special reference to &hennai city. OBJECTIVE OF THE STUDY  !he present study’s ultimate ob*ective is to find out the factors influencing the customers to  prefer the ebanking services among the customers of commercial banks in &hennai city. METHODOLOGY  !he present investigation has been designed to study the factors influencing the customers to adopt ebanking services. It is a empirical in nature based on primary data. !he data has been collected through well structured interview schedule was constructed with valid 'uestions. Adopting the interview schedule a survey was conducted in &hennai city. !he data was collected from the customers of nationalied banks. !he total sample sie was restricted to -.&onvinience sampling techni'ue was adopted in the selection of bank customers. !he data was collected during the period from /ctober 012 to 3ecember 012. %or the purpose of research ob*ective 14 variables are identified, all the variables were measured using multiple items. All of the scale items represented in the survey instrument utilied a five point categorical rating scale, which is included+ a$ 15(trongly Agree, b$ 05 3isagree, c$ 25 Neither Agree nor  3isagree, d$ -5Agree, e$ 45 (trongly Agree. %actor Analysis was performed to access the validity of data. (tatistical package for social sciences #(6(($ version 0 was used for analysis of data. Results ! D#s$uss#%!T&le 'CHARACTERISTICS OF THE RESPONDENTS Ge! e(F(e)ue!$*Pe($e!t+e 7ale0809:.%emale10:20. T%tl,'.A+e /Ye(s0 ;p to 04102.09241402:.29-4:0.Above -9-:10. T%tl,'.E u$t#%!l 1ul#2#$t#%! ;p to )(&:0.;<1402:.6<1809.:6rofessional9114.2 T%tl,'.E34e(#e!$e =ess than 1 >ear?002.14 >ears19:-0.91 >ears:0.7ore than 1 >ears914. T%tl5'.M%!t6l* I!$%7e =ess than @s.1,841:.:@s.1,1 –@s.0,1282-.2@s.0,1 – @s.2,104.Above @s.2,::00. T%tl,'.O$$u4t#%! (alaried1--29.usiness1002.46rofessional:0.  @etired4-12.4 T%tl,'. (ource+ &omputed data  !he above table 1 shows that the demographic profile of the respondents of ebanking users in &hennai city with respect to <ender, Age, Educational Bualification, 7onthly Income, /ccupation and ECperience. !he analysis of sample reveals that the study is based on the responses from male as well as female respondents. /ut of - respondents, the percentage of male and female respondents is 9:D and 20D respectively. /n the basis of responses, the respondents have been classified into four age group categories. !he ma*ority 2:D of respondents were in the age group of 0924 years and the lowest 10D of respondents in the age group of above -9 years. In connection with Educational Bualification, 9-.:D of respondents are 'ualified minimum degree level, 0D of respondents are 'ualified higher secondary level and only 14.2D of respondents were professionally 'ualified. !he respondents from diverse income group have been part of the study. !he highest 2-.2D of respondents were in the income group of @s.1,1 – 0,p.m, 04D of respondents were in the income group of @s.0,1 – 2,  p.m, 00D of respondents were in the income group of above @s.2,p.m and only 1:.:D of respondents were in the income group of less than @s.1, p.m. /n the basis of occupation, the maCimum responses, i.e., 29D of respondents from salaried group, 2.4D of respondents from business group, 0D of respondents from professional group and 12.4D of respondents from retired persons. !he respondents were grouped eCperience wise, ma*ority -0D of respondents had 14 years of eCperience, 02D of respondents had less than 1 year eCperience, 0D of respondents had 91 years of eCperience and 14D of respondents had more than 1 years of eCperience.
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