Project Report

TITLE OF THE PROJECT

CUSTOMER AWARENESS TOWARDS

ONLINE BANKING SERVICES

Submitted by:

Name of the student:USHA SHIVKIRAN PARDHI

Name of the college: [Link] Of Commerce Wardha

Roll No.:

Guide by:

Name of the Mentor :Dr. [Link]

Name of the college: [Link] Of Commerce Wardha

Month and year of submission: November 2024

 Annexure-IA

Supervisor’s Certificate

This is to certify that Ms. Usha Shivkiran Pardhi a Student of [Link] Honours in Accounting
& Finance in Business of [Link] Of Commerce Wardha under the University Of R.
[Link] University has worked under my mentor and guidance for her project work and
prepared a Project Report with the Title “Customer Awareness towards Online Banking
services ” which she is submitting , is her original and genuine work to the best of my
knowledge.

Place :Wardha Signature:

NAME: Dr.K.V. Somanath

Designation: Professor

Date: College: [Link] Of Commerce Wardha

2
Annexure-IB

Student’s Declaration

I hereby declare that the project work with the title “CUSTOMER AWARENESS
TOWARDS ONLINE BANKING SERVICES”, submitted by me for the partial
fulfillment of the degree of [Link] Honours in Accounting & Finance under the University
Of [Link] University is my original work and has not been submitted earlier to any
other university / Institution for the fulfillment of the requirement for any course of study.

I also declare that no chapter of this manuscript in whole or in part has been incorporated
in this report from any earlier work done by others or by me. However, extracts of any
literature which has been used for this report has been duly acknowledged providing
details of such literature in the references.

Signature:

Place: Wardha Name:Usha ShivkiranPardhi

Date: Address: [Link] post seloo

dist Wardha Maharashtra .

Roll Number :78

3
 ACKNOWLEDGEMENT

“Gratitude is not a thing of expression; it is more a matter of feeling”.

I would like to thank Dr. Arundhati Ninawe (Principal), for rendering enormous support and
providing the grand opportunity to me to present this project. Their contribution to this defies
description.

I would like to render special thanks, packaged with sincere gratitude and respect to Dr. K.
V. Somanat, Department of Commerce (Accounting & Finance), who has been my academic
guide and has stood by me all the time even after the college hours and has aided me to an
uncountable extent.

Last but not the least; I would like to thank the entire Professors of [Link] department , my
parents, as well as my dear friends and t o a l l r e s p o n d e n t s f o r t h e i r c o o p e r a t i o n who
have equally contributed in making this project a successful .

USHA SHIVKIRAN PARDHI

4
 TABLE OF CONTENTS

CHAPTER-1 PAGE NUMBER

Introduction 6-9

1.1 Background of the study 6

1.2 Literature Review 6-7
1.3 Objectives of the study 8
1.4 Research Methodology 8-9

1.5 Limitations of the Study 9

10
1.6 Chapter Planning
CHAPTER-2

Conceptual Framework
11
2.1 Conceptual Discussion
11-12
2.2 Types of Online Banking
12-13
2.3 Advantages of Online Banking
13
2.4 Risk and Security of Online Banking
CHAPTER-3

Data Analysis and Findings

14-32
3.1 Presentation and Analysis of Data 33
3.2 Findings of the Study
CHAPTER-4
Conclusion and Recommendations
34
4.1 Conclusion
35
4.2 Recommendations
CHAPTER-5
References 36
CHAPTER-6
Annexure 37-40

5
 CHAPTER-1

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

Online-Banking is a method of banking in which the customer conducts transactions

electronically via the Internet. It's hard to beat online-banking for the 24-hour convenience
it offers Internet-literate customers. Online-banking have increasingly become a necessary
component of business strategy and a strong catalyst for economic development.
This project has been undertaken to understand the customer perception towards Online-
Banking. This research work is an attempt to find out the status of online-banking by
customer satisfaction and importance level on different dimension of online-products like
ATM, Credit Card, Internet/Online, Tele banking, and SMS Banking. This research is a
combination of primary data and secondary data as an effort was made to first expand
some basic knowledge on online-banking through questionnaire and observations.
Online-Banking is important for the economic development of the country. As in the fast
moving trend, the study is done to know the customer attitudes and behavior towards
Online-Banking i.e. their level of satisfaction and their dissatisfaction in a particular area
and some suggestions that Online-Banking needs to adopt. This study will helps the banks
that how they can improve the level of Online-Banking services in India and what are the
potential issues or services that should be introduced in society to facilitate the customer in
a better way.

Thus, this project has been undertaken to study the customer’s awareness towards Online-
Banking services. By this project it is to locate the weak points of a Online-Banking
services which need better attention and suggest the remedial measures to improve points
and to make more strengthen the strong points.

1.2 LITERATURE REVIEW

Shaza W. Ezzi (April 2014) In their research paper titled “A Theoretical Model for
Internet Banking: Beyond Perceived Usefulness and Ease of Use” tried to inquired

6
different types of electronic banking like ATM’s, telephone banking, and electronic funds
transfer, Online-Banking like has evolved from consumers’ needs to have superior access
to banking services clear of most banks teller-staffed, normal operating hours. The
proposed model maybe particularly useful in developing nations where consumers are
loath to use Online-Banking even when the services are available.

Giordani et al. (2014) , report that branch dissatisfaction and high branch fees have no
impact on the internet banking adoption in Greece, therefore Greek customers prefer to
visit branches and are willing to pay high fees for the transactions.

Patsiotis et al., (2012) suggest that the policy-makers should emphasize usefulness
attributes of computer-based innovations when attempting to increase the use of the
Internet for banking by people who already use the Internet for shopping. High levels of
internet usage at work are seen to positively influence online-banking registration

Uppal & chawla(2009), study about,: Electronic-Banking channel based Online-Banking

services: an Empirical study consumer awareness towards Electronic-Banking services”,
about the consumer awareness towards Online-Banking services in India. The research
methodology includes the research of 1200 respondents in Ludhiana and the respondents
are public, private and foreign bank investor. The present study investigated customer
awareness regarding the necessity of Online-Banking services, bank frauds, future of
Online-Banking, preferences regarding use of e-channels and problems faced by online-
banking customers.

Akinic et al (2004), studied on” Adoption on Online-banking among sophisticated

consumer segment in an advanced developed country”, and developed an understanding on
consumer attitudes on option on Online-Banking among so phisticated consumers.

The research methodology utilized random sample of academicians, demographic,

attitudinal and behavioral characteristics of Online-Banking users and non-users for
investigation. The analysis revealed significant differences between the demographic
profile and attitudes of users and non-users.

7
1.3 OBJECTIVE OF THE STUDY

The objectives of this study are as follows:

 To study and analyze the customer perception towards Online-Banking services on

the basis of parameters- benefits, satisfaction, security, manner of using and
operations.

 To explain the concept of Online-Banking services.

1.4 RESEARCH METHODOLOGY

Type of data:

This research is based on Primary data and in some places Secondary data has been
referred.

Source of Data:

 Primary Data has been collected through circulating questionnaire among 50

respondents on random basis.

 Secondary data has been collected from different websites.

AREA OF DATA COLLECTION-

The survey was conducted in the different locations of North Kolkata.

8
SAMPL SIZE: The sample size was restricted to 50 respondents. The respondents belong
to different income group and profession. Regarding the data, those people are only
approached who have Bank account.

Statistical Tools Used:

The whole survey is dependent on public feedback and response on their perceptions and
opinions about the topic. The statistical tools used to interpretate analyze the data are-

 Pie chart
 Bar chart
 Column chart
 Doughnut

1.5 Limitations of the Study

Each and every theory has a limitation, this project being no exception has its fair share of
limitations as well, some of which are as follows:-

 This research is only conducted in the Kolkata region. So, it cannot give the picture
regarding whole India.
 While collecting primary data, information were not collected from the service
providers.

 This study does not cover whole aspect because of time constraint.

 The sample size of only 50 was taken from the large population for the purpose of
study, so there can be difference between results of sample from total population.

9
1.6 CHAPTER PLANNING

The designs of the present study are as follows:

Chapter 2- Conceptual Framework

Chapter 3- Data Analysis and Findings
Chapter 4- Conclusions and Recommendations
Chapter 5- References

10
 CHAPTER-2

CONCEPTUAL FRAMEWORK

2.1 CONCEPTUAL DISCUSSION

Online Banking in simple terms means, it does not involve any physical exchange of
money, but it’s all done electronically, from one account to another, using the internet.
Online-banking is a product designed for the purposes of online banking that enables to
have easy and safe access to bank account. Online-banking is a safe, fast, easy and efficient
electronic service that enables to access to bank account and to carry out online banking
services, 24 hours a day, and 7 days a week.

Online Banking systems are electronic system where the transactions and relationship
between the bank and clients grow through electronic devices instead of paper documents.
Online-Banking means that kind of banking in which bank uses electronic or satellite
based computerized devices for ensuring promptness and accuracy in banking transactions.

2.2 TYPES OF ONLINE-BANKING

 Informational- This is the basic level of Internet banking. Typically, the bank has
marketing information about the bank’s products and services on a stand-alone
server. The risk is relatively low, as informational systems typically have no path
between the server and the bank’s internal network. This level of Internet banking
can be provided by the banks or outsourced. While the risk to a bank is relatively
low, the server or web site may be vulnerable to alteration. Appropriate controls
therefore must be in place to prevent unauthorized alterations to the bank’s server
or web site.

 Communicative- It is the interaction between the bank’s system and the customer.
The interaction may be limited to electronic mail, account enquiry, loan
applications, or static file updates (name and address change). Because these

11
 servers may have a path to the bank’s internal networks, the risk is higher with this
configuration than with informational systems. Appropriate controls need to be in
the place to prevent, monitor, and alert management of any unauthorized attempt to
access the bank’s internal networks and computer systems. Virus controls also
become much more critical in this environment.

 Transactional- this level of Internet banking allows customers to execute

transactions. Since a path typically exists between the server and the bank or
outsourcer’s internal network, this is the highest risk architecture and must have the
strongest controls. Customer transactions can include accessing accounts, paying
bills, transferring funds etc.

2.3ADVANTAGES OF ONLINE-BANKING

 Bill payment service

Each bank has tie-ups with various utility companies, service providers and insurance
companies, across the country. It facilitates the payment of electricity and telephone bills,
mobile phone, credit card and insurance premium bills.

 Fund transfer

Any amount can be transferred from one account to another of the same or any another
bank. Customers can send money anywhere in India. The transfer will take place in a day
or so, whereas in a traditional method, it takes about three working days.

 Booking Railway tickets

Booking Railway tickets through online banking has become a widely used service by
customers. This is because, in India a huge population use trains to travel across the
country.

12
  Shopping at your fingertips
Another area where online banking is making headway is in the Online Shopping industry.
The market size of online shopping industry in India is estimated at Rs. 2000 crores and is
expected to reach Rs. 7000 crore by 2015. One of the important reasons for this huge
growth will be the increase in internet banking.
 Convenience: Banks that offer internet banking are open for business transactions
anywhere a client might be as long as there is internet connection. Apart from
periods of website maintenance, services are available 24 hours a day and 365
days round the year. In a scenario where internet connection is unavailable,
customer services are provided round the clock via telephone.
 Quality service: Online-Banking helps the bank to provide efficient, economic
and quality service to the customers. It helps the bank to create new customer and
retaining the old ones successfully.

2.4 RISKS AND SECURITY OF ONLINE-BANKING

(a) One major obstacle addressed most is the security concern.

(b) Another issue challenged online-banking is the quality of delivery service - including
both delivery speed and delivery reliability.

(c) Limited payment options available to online customers are also being complained.
(d) Password security is another major problem in online-banking..

(e) Another issue is that sometimes it becomes difficult to note whether the transaction was
successful or not.

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 CHAPTER-3
Data Analysis & Findings
3.1 Presentation and Analysis of Data
The data collected through questionnaire now has been analyzed.
AGE:

Age Number of Respondents Percentage

20 year – 45 years 17 34

45 year – 60 years 17 34

Above 60 years 16 32

Total 50 100
Table no.1
Source: Questionnaire

Figure 1

Interpretation: According to the above graph it can be concluded that 34%

of users were between 20 year - 45 years and 45 year - 60 years and 32%
persons was above 60 years.

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Gender

 Table No.2
Gender Number of Respondents Percentage
Male 27 54
Female 23 46
Total 50 100
Source: Questionnaire

Figure: 2

Interpretation: According to the above graph, 46% of the respondents were female and
54% of them were male.

15
 Occupation

Table No.:3
Occupation Number of Respondents Percentage
Service 13 26
Business Person 20 40
Home Maker 12 24
Others 5 10
Total 50 100
Source: Questionnaire

Figure: 3

Interpretation: According to the above graph, 40% of respondents are in business, 24%
are home maker, 26% are involved in service and 10% are in others.

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1. Do you aware about ONLINE-Banking services?

 Table No.: 4
Awareness about Online- Number of Respondents Percentage
Banking services
a. Yes 45 90
b. No 5 10
Total 50 100
Source: Questionnaire

Figure: 4

Interpretation: From the above graph, 90% of the respondents are aware about Online-
Banking services and 10% of the respondents are not aware about it.

17
2. How did you get to know about Online-Banking services?

Table No: 5
Source Number of Respondents Percentage
a. Friends and Relatives 15 33
b. Executive from banks 27 47
c. Advertisements 8 18
d. Others 1 2
Total 45 100
Source: Questionnaire

Figure: 5
Interpretation: As per the above graph, 33% of the respondents are aware from
friends and relative, 47% of the respondents are aware from executives of bank,
18% are aware from advertisements and remaining 2% of the them are aware from
the respondents.

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 3. Do you use Online-Banking services?

Table No: 6
Use of Online-Banking Number of Respondents Percentage
a. Yes 45 90
b. No 5 10
Total 50 100

Source: Questionnaire

Figure: 6

Interpretation: According to the above graph, 90% of the respondents use Online-
Banking services and 10% of them does not uses it.

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4. What is the reason of not using Online-Banking service?

Table No :7
Frequency Percentage
a. Security 1 11
b. Lack of knowledge 4 45
c. Misuse of card 2 22
d. Lack of human contact 2 22

e. Limited payment option 0 0

Total 9 100
Source: Questionnaire

Figure: 7

Interpretation: From the non users, an attempt was made to elicit the reasons for its
non usage. As indicated by table 7, lack of knowledge was considered as prime de-
motivating factor, followed closely by missuse of card and lack of human contact, then
security, which suggested their resistance to change.

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5. How frequently you use Online-Banking services?

Table No: 8
Frequency Number of Respondents Percentage
a. Once a day 4 9
b. Once a week 20 45
c. Once a month 15 33
d. Not Frequently 6 13
Total 45 100
Source: Questionnaire

Figure: 8

Interpretation: According to the graph, 45% i.e. 20 respondent uses Online-

Banking once a week, 9% of them uses it once a day, 33% of them use it once a
month and 13% i.e. 6 respondent does not use frequently.

21
6. Which of the following Online-Banking services you use the most?

Table No: 9
Online-Banking Services Frequency Percentage
a. ATM 8 17
b. Mobile Banking 24 53
c. Online Bank Transfer 13 28
d. Any others 1 2
Total 46 100
Source: Questionnaire

Figure: 9

Interpretation: As per the graph, 17% respondent uses ATM while 53% respondent
uses Mobile Banking, 28% of them use online bank transfer and 2% uses other services.

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7. Which of the following benefits accrue to you, while using Online-
Banking services?

Table No: 10
Benefits Frequency Percentage
a. Time Saving 11 22
b. Convenient 17 33
c. Security 10 20
d. 24x7 hour facility 12 23
e. Any others 1 2
Total 51 100
Source: Questionnaire

Figure: 10

Interpretation: A study of the factors, influencing the usage was made by listing out
various factors such as all time availability, convenient, security etc., and from which it
came to fore that amongst the various factors convenient is ranked as the major motivating
factor, followed by 24x7 hour facility, time saving and security. Other factors scored the
least motivating factors.

23
8. What would encourage you to use more the Online-Banking services?

Table No:11
Number of Respondents Percentage
a. Rewards 12 27
b. Cashback 26 58
c. Coupons 6 13
d. Others 1 2
Total 45 100
Source: Questionnaire

Figure: 11

Interpretation: The graph depicts, cashback is the main factor which

encourages users to use Online-Banking services, followed by rewards and then
coupons. Other factor encourages the least.

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9. In which manner bank provide Online-Banking details to you?

 Table No.: 12

Mode Frequency Percentage

a. Via SMS 38 76
b. E-Mail 9 18
c. Brouchers 2 4
d. Others 1 2
Total 50 100
Source: Questionnaire

Figure: 12

Interpretation: SMS is the main mode through which users receive Online-Banking
details, while E-Mail is the next mode. Brouchers with 4% and other factors with 2% also
help in providing Online-Banking details to the users.

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10. What are the problems identified while using Online-Banking
services?

Table No.: 13
Problems of Online-Banking Frequency Percentage
a. Internet Problems 13 27
b. ATM out of order 11 22
c. Misuse of cards 23 47
d. Others 2 4
Total 49 100
Source: Questionnaire

Figure: 13

Interpretation: Most of the users face the problem of misuse of cards i.e. 47%,
followed by internet problems i.e. 27%, ATM out of order i.e. 22% and then other
problems as password forgotten, card misuse, insecurity, etc i.e. 4%.
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11. What Online- banking operations do you use the most?

Table No.: 14
Operations Frequency Percentage
a. Payment different bills 11 18
b. Booking tickets 20 33
c. E-Shopping 27 44
d. Mobile banking 2 3
e. Any others 1 2
Total 61 100
Source: Questionnaire

Figure: 14

Interpretation: Graph describes 44% of the users uses E-Shopping operation the most,
33% uses for booking details, 18% of them uses for paying different bills while 3% and
2% of them uses for mobile banking and other factors respectively.

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12. Do you think Online-Banking services are secured?

 Table No.: 15
Number of Respondents Percentage
a. Strongly Agree 17 38
b. Agree 19 42
c. Netural 7 16
d. Disagree 2 4
Total 45 100
Source: Questionnaire

Figure: 15

Interpretation: The graph represents 38% of the respondents strongly agree that
Online-Banking services are secured, 42% of them agree and 16% give netural opinion that
Online-Banking services are secured. While 4% gives opinion that Online-Banking
services are not secured.

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13. Do you always use Online-Banking services in comparison to
Traditional Banking Services?

Table No.:16
Number of Respondents Percentage
a. Yes 35 78
b. No 10 22
Total 45 100
Source: Questionnaire

Figure: 16

Interpretation: As per the graph depicts, 78% of the users uses Online-Banking
services more as compared to traditional banking services while 22% uses traditional
services more.

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14. Do you think Online-Banking services are necessary for present
scenario?

Table No.: 17
Number of Respondents Percentage
a. Yes 35 70
b. No 15 30
Total 50 100
Source: Questionnaire

Figure: 17

Interpretation: 70% users think that Online-Banking services are necessary for
present scenario while remaining 30% think it is not necessary according to the
above pie chart.

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15. To what extent are you satisfied by the benefits of Online-Banking?

Table No. : 18
Using Experience Number of Respondents Percentage
a. Highly Satisfied 8 18
b. Satisfied 28 62
c. Netural 7 16
d. Dissatisfied 2 4
Total 45 100
Source: Questionnaire

Figure: 18

Interpretation: In the above pie chart, 62% of the users are satisfied by the benefits of
Online-Banking, 18% of them are highly satisfied. 16% of them gives netural opinion.
While 4% of them are dissatisfied.

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16. From the following suggestions, what is the suggestion you would like
Bank to adopt?

Table No.:19
Suggestions Frequency Percentage
a. More incentives for 15 33
frequent users
b. Low cost service 15 33
c. More customized and 7 15
innovative services
d. Better security design 9 19
Total 46 100
Source: Questionnaire

Figure: 19

Interpretation: The graph shows that 33% suggest that there should be more incentives
for frequent users and low cost service, 15%suggest for more customized and innovative
services and 19% suggest for better security design.

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3.2 Findings of the study

 40% of respondents are Business Person, 24% are Homemaker and 26% are
Serviceman.
 The percentage distribution of awareness avenues, the major skewness is in favour
of executives of bank which score 47% and 33% of the respondents among friends.
 Among those aware about 90% use online-banking services.
 From the non users, an attempt was made to elicit the reasons for its non usage. As
indicated, lack of knowledge was considered as prime de-motivating factor.
 Among the users 45% uses Online-Banking once a week.
 A study of the factors, influencing the usage was made by listing out various
factors, and from which it came to fore that amongst the various factors convenient
is ranked as the major motivating factor.
 Cashback is the main factor which encourages users to use Online-Banking
services, followed by rewards and then coupons. Other factor encourages the least.
 SMS i.e. 76% is the main mode through which users receive Online-Banking
details, while E-Mail is the next mode.

 Among the users, various problems that are encountered while using online-
banking services. Card misuse and internet problems are major reasons that create
hurdles in its usage.
 As per the analysis, most of the users uses E-Shopping operation the most while
33% uses for booking details.
 42% of the respondents agree that Online-Banking services are secured
respectively. While 4% gives opinion that Online-Banking services are not secured.
 33% of the respondents suggest that there should be more incentives for frequent
users and low cost service.
 Most of the users uses Online-Banking services more as compared to traditional
banking services and think it is necessary for present scenario.

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 CHAPTER-4

CONCLUSION AND RECOMMENDATIONS

4.1 Conclusion

In a country like India, there is need for providing better and customized services to the
customers. The usage of Online-banking is all set to increase among the people. Some
people at the moment are not using the services thoroughly due to various hurdling factors
like insecurity and fear of hidden costs etc. So banks should come forward with measures
to reduce the apprehensions of their customers through awareness campaigns and more
meaningful advertisements to make Online-banking popular among all the age and income
groups. Further, with increasing consumer demands, banks have to constantly think of
innovative customized services to remain competitive. Online-Banking is an innovative
tool that is fast becoming a necessity. It is a successful strategic weapon for banks to
remain profitable in a volatile and competitive marketplace of today.

Many people are aware and using Online-Banking services and it is increasing day by day.
But there are some people who are aware but not using Online-Banking services because
of misuse of cards, lack of human contact and security problem. However it can be
concluded that it is necessary for present scenario. Banks should also adopt some
suggestions like low cost service, more incentives for frequent users, more customized and
innovative services etc.

In future, the availability of technology to ensure safety and privacy of e-transactions and
the RBI guidelines on various aspects of internet banking will definitely help in rapid
growth of internet banking in India

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4.2 Recommendations

The following recommendations are suggested:

 Banks should ensure that online banking is safe and secure for financial
transaction like as traditional banking.
 Banks must emphasize the cost saving that online can provide to the people, such
as reduce transaction cost by use of online banking.
 Banks should provide incentives for frequent users.
 Bank should emphasize on more customized and innovative services.

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 Chapter-5

References

Websites referred:

 [Link]

 [Link]

 [Link]

 [Link]

 [Link]

 [Link]

 [Link]

36
 Annexure

QUESTIONNAIRE
Name:

Age:

20 year-45 years

45 year-60 years

Above 60 years

Gender:

Male

Female

Occupation:

Service

Business Person

Home Maker

Others

Mobile Number:

1. Do you aware about Online-Banking services?

a. Yes
b. No

37
2. How did you get to know about Online-Banking services?
a. Friends and Relatives
b. Executive from banks
c. Advertisements
d. Others
3. Do you use online-banking services?
a. Yes
b. No
4. What is the reason of not using Online-Banking service?
a. Security
b. Lack of knowledge
c. Misuse of card
d. Lack of human contact
e. Limited payment option
5. How frequently you use Online-Banking services?
a. Once a day
b. Once a week
c. Once a month
d. Not Frequently
6. Which of the following Online-Banking services you use the most?
a. ATM
b. Mobile Banking
c. Online Bank Transfer
d. Any others
7. Which of the following benefits accrue to you, while using Online-Banking services?
a. Time saving
b. Convenient
c. Security
d. 24x7 hour facility
e. Any others

38
8. What would encourage you to use more the Online-Banking services?
a. Rewards
b. Cashback
c. Coupons
d. Others
9. In which manner bank provide Online-Banking details to you?
a. Via SMS
b. E-Mail
c. Brouchers
d. Others
10. What are the problems identified while using Online-Banking services?
a. Internet problems
b. ATM out of order
c. Misuse of cards
d. Others
11. What Online- banking operations do you use the most?
a. Paying different bills
b. Booking tickets
c. E-Shopping
d. Mobile banking
e. Any others
12. Do you think Online-Banking services are secured?
a. Strongly agree
b. Agree
c. Netural
d. Disagree

39
13. Do you always use Online-Banking services in comparison to Traditional Banking
Services?
a. Yes
b. No

14. Do you think Online-Banking services are necessary for present scenario?
a. Yes
b. No
15. To what extent are you satisfied by the benefits of Online-Banking?
a. Highly satisfied
b. Satisfied
c. Netural
d. Dissatisfied
16. From the following suggestions, what is the suggestion you would like Bank to adopt?
a. More incentives for frequent users
b. Low cost service
c. More customized and innovative services
d. Better security design

40