final research proposal- mfis

8/12/2019 FINAL Research Proposal- MFIS

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RESEARCH METHOLODY

Research is systematic, gathering, reporting and analyzing of data about problems relating with

the marketing of goods and services and implementing it to overcome the problem. Business

research is a systematic inquiry that gives information to take business decisions.

PROBLEM STATEMENTThe study basically aimed at examining the consumer behavior of individuals towards Internet

Banking. Specifically, the perception and their experience with the Internet Banking was

examined and the factors that motivate them to use this service. Besides, we want to know the

preference, attitude, perception of customers towards Internet Banking.

Internet banking is used widely by masses, and has numerous benefits to offer. Nowadays, all

banks provide online banking facility to their customers as an added advantage.Internet banking

enables people to carry out most of their banking transactions using a safe website, which is

operated by their respective banks. It provides many features and functions to their customers,

and enables them to view their account balance, transfer money from their account to anotheraccount (be it in their respective bank or any other bank), view their account summary, etc .So

our research problem statement is given as Customer Behavior Towards Internet Banking.

REVIEW OF LITERATURESmall-car concept

B S Hundal and Saurabh Grovermade an attempt to study the consumer behavior towards

Tata Nano after its launchunder the research topic, Consumer Behavior Towards Tata Nano:

A Perceptual Study. The research article is disclosed in, The Iup (Icfai University Press)

Journal Of Management Research,Vol. IX,No. 6, Feb 2010. Tata Nanowas one of the longest

awaited car in INDIA, launched on March 23, 2009, Priced at Rs. 1,30,000 approximately. It is

perhaps the smallest and the first car of its kind. Also known as peoplescar, its an engineering

marvel to come out in INDIA in terms of cost efficiency, fuel and space efficiency.

So an attempt was made to study the consumer behavior and also their perception towards the car

in the post-launch period. Factors that motivate buyers to purchase this small car were also

studied.

Customers Perception of E-Banking

P Ambiga Devi and Malarvizhi V conducted a research on about 50 customers fromCoimbatore city through interview technique, in their research on Customers Perception of

E-Banking using factor analysis. The research article is disclosed in, The Iup (Icfai

University Press) Journal Of Management Research, Vol. IX, No. 6, Oct 2010 .

The objective of study was to find out the customers awareness, perception and expectations on

E-banking and find out the factors that encourage or discourage the customers in using these

services. The 16 variables were reduced to 6 factors using factor analysis.
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RESEARCH QUESTIONSWhen the above given problem is broken down into number of questions we get research

questions. The basic research questions for this study are:

What is the customers attitude towards Internet Banking? What is his perception about the service? Will he prefer Internet Banking or the other manual banking mode? Is he satisfied and comfortable with the service? Is he dissatisfied and uncomfortable with the service? What and where is/are the point(s) of dissatisfaction?

RESEARCH OBJECTIVESThe prima-facie objectives of this research project are:

To know the customer behavior towards Internet Banking in order to remove the flawsfrom the service, improve the service performance, overcome the weakness and hence

enhance customer satisfaction.

To examine their perception, experience and attitude with and towards the InternetBanking.

To study and determine the various factors that affect and/or motivate them to use thisservice.

LIST OF INFORMATION NEEDED The demographic profile of customers which includes- Age, Gender, Income, Occupationand Educational Background.

The level of satisfaction of the customers. The features of service preferred by the customers. The way they perceive this service. The attitude of customers towards the service, as inferred from their recommendations toothers


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VARIABLESCATEGORICAL VARIABLES

Nominal

Gender Occupation Age OccupationOrdinal

IncomeCONTINUOUS VARIABLES

Ratio

Attitude will be measured by customer loyalty (frequency of usage), recommendations andpreference for internet banking over the other modes.

Perception will be measured by the purpose for which they use internet banking facilities,factors that motivate them to use this service.

Satisfaction will be measured by the 18 statements.


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RREESSEEAARRCCHHDDEESSIIGGNNDESCRIPTIVE RESEARCH WITH COMMUNICATION METHOD

For this research we will use the Descriptive Research Design, as name suggests; the main

objective will be to describe something, the consumer behavior towards the internet banking

services. At this stage the researchers build some idea about sampling methods.

Descriptive Research helps to describe the characteristics/profiles of a certain group, test

hypothesis generated by exploratory research, make predictions based on the relationship

between selected variables.

1.DATA COLLECTIONPRIMARY DATA

Primary data is collected from 400 sample respondents living in a single location Surat city, by

personal interview (communication) administered by interviewers at the place of customers as

well as at intercepts like on streets as well as malls and outside banks as well.

PERSONAL INTERVIEWING (COMMUNICATION)

The personal interviewing process is characterized by the interaction of four entities; the

researcher, the interviewer, the interviewee, and the interview environment. The interviewer and

interviewee interact and simultaneously influence one another in an interview environment.

MALL INTERCEPT

Shopping-center interviews are a popular solution when funds are limited and the respondents

must see, feel or taste something. Interviewers stationed at entrances or selected locations in a

mall, randomly approach them and either question them at that location or invite them to beinterviewed at a special facility in a mall.

SECONDARY DATA COLLECTION:

Secondary Data was collected through magazines, journals, articles and earlier reports.

Secondary Data helped in finding the variables that has an effect on the perception made by the

people towards Internet Banking.


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2.SAMPLING PLAN> POPULATION

All people residing in Surat city who are the customers of different banks that provide Internet

banking Facility. It includes:

> ELEMENTS

All people residing in Surat city who are the customers of different banks that provide Internet

banking Facility.

> SAMPLING UNIT:

Here, in our research project the sampling units are those who have are the customers of bank

and who use the internet banking services.

> EXTENT

Surat City, covering all the major areas of Surat possible

> TIMINGS

December 2011February 2012

> SAMPLE FRAME

Whoever uses this service and is encountered during survey period is included in sample frame

and is a part of sample.

> SAMPLING UNIT

Here, in our research project the sampling units are those customers of banks who use the

internet banking services.

a.SAMPLING METHODSince no concrete sample list is available we have used Non Probabilistic sampling methods.

From non-probabilistic sampling method we have used Judgmental and convenient sampling

method.

Judgmental is used because only those customers who use Internet Banking Services will be

surveyed.

Convenient is used because the samples will be surveyed on the basis of convenience ofinterviewers as well as respondents.

b.SAMPLE SIZE:Sample size of 250will be taken based on convenient and judgmental Samplingkeeping in

view the socio-economic characteristics.


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DATA ANALYSIS PLANData will be analyzed using SPSS (Statistical Package for Social Sciences) package v 19.0by

IBM. The data analysis tool applied here isFactor Analysis.

Factor analysis- a set of techniques of wh ich, by f inding correlati on between var iables,

reduces their number in to fewer factors explai ning much of the original data was used.

LIMITATIONS TO THE STUDYa)Time-Money-Energy are a scarce resource & hence major constraints.b)Apart from it, the no. of samples are too limited and small and are located in a single location

(Surat City)

c)Besides this, Convenient / Judgmental sampling method is used, i.e; Non Probabilisticsampling methods are used and hence the samples are selected by human judgment rather

than by known probability or chance.

d)There exists a probability that respondent may give biased answer or socially desirableanswer.

e)Interviewers are not experienced and hence there exists a possibility that the research is maybe conducted improperly in some cases.

BENEFITS OF THE STUDYThe study will be useful to the company, to the marketers of the service, to the banks as well as a

base for research studies which can be extended from the point at which this research study

concluded. The benefits of the study are:

This study will help the company to identify the strength and weakness of the service, thushelping us to earn a competitive advantage over our competitors by capitalizing on our strength.

It will also identify weakness or bottlenecks, thus helping us to overcome the weakness andturning that weakness into a potential strength.

By knowing which factors motivate consumer to use this service, the company can work moreon that factor, giving thrust to its sales profit and overall market share & enhanced customersatisfaction.

final research proposal- mfis

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