Online Banking Application (Cooperative Bank Amritsar, India)
Mobile banking is an invention which has progressively condensed itself in passive ways cutting across different financial organisations as well as other economic sectors. In the 21st century mobile banking had progressed from merely offering text messaging services to that of pseudo online banking which not simply allow its customers to view their balances but also be in the position to set up a range of alerts (Beck, Chen, Lin, & Song, 2016). In addition to that, online banking has made it possible for customers to transact different activities like redeem loyalty coupons, money transfers, and deposit cheques using their cell phones and instructing payroll based transactions. Indeed, the globe has revolutionised and it is increasingly getting addicted to transacting businesses across the internet and through the cyber space in addition to the World Wide Web (Frame, & White, 2014). Accordingly, in respect to internet commerce it has enlarged into diverse forms of money as well as built on digital data which is offered by the private market actors (Rom?nova, & Kudinska, 2016). Subsequently, these transaction have in one way or other replaced the state authorised bank records and inspecting accounts as the accustomed payment means.
Technology has greatly revolutionised and it is playing a chief part in enhancing the principles of service provision in the banking industry. Long are days gone when clients would queue in the banking halls waiting to make payment for their utility bills, school fees as well as other monetary dealings (Sharma, Govindaluri, & Al Balushi, 2015). Certainly, with the stride and advents taking place in the field of information technology customers are no capable of doing all these transaction at the comfort of their houses using their cell phones or by use of ATM cards (Jeucken, & Bouma, 2017). Moreover, as a result of the tremendous development and growth of the mobile phone sector a majority of the financial organisations are immensely venturing in the untapped opportunities. Therefore, financial institutions have partnered with the mobile phone cycle providers to provide online banking services to their customers. Significantly, the ATM banking is regarded as the primary as well as expansively adopted retail internet banking service in India. Nevertheless, based on the recent statistics from Cooperative bank limited, Amritsar India indicate that the adoption and use of mobile banking services has overshadowed the ATM banking in the last few years (Martins, Oliveira, & Popovi?, 2014). Accordingly, the studies have shown that the major reason for the rapid adoption and growth of the mobile banking system is that most of the low income earners currently have access to cell phones (Shaikh, & Karjaluoto, 2015). The optimistic feature of mobile banking is that cell phones are currently available even in the remote areas and at a cost effective price.
The major problem in this study is to determine the impact of online facilities towards the functioning of commercial organisations in comparison to Cooperative bank, Amritsar (India) which does not have these online facilities. The major assumption of many recent studies in operations enhancement as well as set-ups learning has been that technology invention has a straight significance towards enhancing performance (Al-Ajam, & Md Nor, 2015). Accordingly, premeditated management in the commercial sector mandate that they should have efficient system in place to fight against capricious events which can endure their operations and at the same time reduce the involved risks using technological inventions. Therefore, only financial organisation that have the capacity to adapt the changing setting and adoption of novel concepts as well as business approaches can survive (Safeena, Kammani, & Date, 2018).
The study objectives include:
What is the need to implement the online facilities in Cooperative Bank in Amritsar, India?
H1: Online banking applications have a great significance towards the performance of commercial organisations.
H2: The absence of online banking facilities at Cooperative Bank, Amritsar India is cause for losing its customers.
This part intents to discover the in depth idea in relation to mobile and internet banking by reviewing a range of past studies on the subject matter.
As a result of massive innovation happening in the field of technology and communication it has led to modern financial distribution channels growing rapidly both in figures and form like mobile banking, ATMs, PC banking and Internet banking as the most recent (Hanafizadeh, Keating, & Khedmatgozar, 2014). Following the dawn of the Interne, financial institutions have significantly accepted the net because of the fast growth of the World Wide Web. At the same time in the commercial industry the internet was a signal of a revolution in the banking distribution Arenas (Gaitán, Peral & Ramón 2015). Therefore, commercial businesses especially banks massively invested in the development of the internet channels. Consequently, internet banking has faced rapid development in most nations and has transformed the banking activities (Shaikh, & Karjaluoto, 2015). It is inevitable that the internet banking has been continuously revolutionising hence giving the present banking sector more and more offers and opportunities to serve their customers in a better way (Yu, Balaji, & Khong, 2015). For instance, online banking started more than three decades ago where customers were offered with application software programs which operate on personal computers which can only be dialled into the bank through a telephone line, modem and run the programs remotely on the user PC.
Conversely, the absence of internet as well as the expenses related with the usage of online banking inhibited its growth. Nonetheless, towards the end of the 1990s the internet banking boomed as a result of the internet explosion made users more comfortable with undertaking transactions across the web (Alalwan et al, 2015). With the advent of the dotcom it became ostensible that the internet banking was not the solution that financial institutions had anticipate to be. At the commencement of the millennium the investment in internet banking development faced a relatively slowdown. However, the base of internet banking customers was increasing steadily. According to Forrester Research, besides branch Internet was a dominant channel in 2007 as illustrated in figure 2.1 bellow.
Figure 1: Primary Retail Banking Channel 2007
When it comes to internet banking there has been always existence of a common confusion between the terms internet banking, PC banking and online banking. The terms online banking and internet banking are commonly used in the literature to refer to the same things. According to Oruç, & Tatar, (2017) online banking is another terms which refers to internet banking and they share the same meaning. Online banking or Internet banking refers to the services which allow customers to perform banking transactions with the use of a computer which is connected to the internet. On the other hand, Takieddine, & Sun, (2015) claims that online banking are systems which allow customers to financial institutions to gain access to their accounts as well as the general information regarding its services and products via the bank’s website minus the intervention of sending faxes, letters, telephones and email confirmations. Accordingly, internet banking is the kind of service in which bank users are capable of making information requests and conducting most of the traditional retail banking services like transferring money to dissimilar accounts and banking services like electronic online payments at the comfort of their houses (Khedmatgozar, & Shahnazi, 2018). Therefore, online banking offers customers a universal connection from any region across the world and it is universally accessible from any internet connected computer device.
According to Martins, Oliveira, & Popovi?, (2014) commercial facilities offering banking services using mobile devices are at the moment facing a number of hard choices regarding the right solution. These challenges include balancing both short-term and long-term strategies for the mobile channel, the capacities of banks end-to-end transactions monitoring as well as risk-scoring architecture, creation of security vendors as well as their abilities (Alwan, & Al-Zubi, 2016). As a result of clients demanding for swift online experiences particularly on mobile gadgets financial institutions are required to match the role out of functionality to undertake risker practices with the capability to authenticate the applications, devices and consumers in approached that are preferred by users (Boateng, Adam, Okoe, & Anning-Dorson, 2016). Therefore, fraud controls are matched to risk of particular clients actions which dependent on the integrity, authentication and secrecy of the consumer’s identity and credentials. Similarly, other essential aspects impacting the strategy used in mobile security and its architecture come up during the overlapping, complex, interrelated, and dynamic environment involving mobile platforms and services, banking, digital and online identity service providers and payment providers.
In the case of this part it deals with data gathering, processing, and analysis approaches. Accordingly, research methodology help to describe the technical processes in a way that is suitable for the audience (Taylor, Bogdan, & DeVault, 2015). Certainly, research methodology realise this by addressing the sample designs employed in the research, the gathered data as well as the fieldwork undertaken for the study and analysis on the gathered data. Simonsohn, Nelson, & Simmons, (2017) asserts that research methodology is an overall standard that directs the researcher.
According to Merriam, & Tisdell, (2015) the target of this part is to set out a description of and the justification for the selected methodology and research approaches. Accordingly, research design is the general plan for obtaining responses to the questions under research as well as for managing various challenges experienced at the time of the study process. Therefore selecting the suitable research design is based on the research questions, sample of participants, data gathering method and analysis method. In this study it employed an expressive survey research design. According to Glesne, (2015) the scholar define expressive survey research design as a sequential study approach for gathering data from representative sample population with the help of instruments that consist of observations, closed-ended or open-ended questions as well as interviews. Indeed, this is one of the common and widely used non-experimental study designs for collecting massive survey data from representative sample of participants
Population is defined a finite or infinite group of individual components. The population target used for this study was divided into two levels. The first population involved commercial institutions in which the study targeted commercial organizations in India. The second target group population comprised top management leaders of commercial financial institutions. The primary reason for selecting the top management employees was because they have the responsibility for performance of their particular banks (Quinlan, Babin, Carr, & Griffin, 2019). On the same note they have greater appreciation on the manner in which innovation impact financial performance. These employees also have a responsibility of managing performance of their respective departmental budgets and action plans.
The sampling frame for this researched comprised all the licensed financial institution in India. Therefore, the focus of this research was based on the management of the team. Describe a sampling frame as a list of the target people in which a sample is chosen in which the expressive survey designs the sampling frame normally comprises a finite population.
According to a sample in a survey study refers to a subset of features that are drawn from the entire population. As a result, prior to data collection it is significant to identify the sample size specifications of a study. Accordingly, this research made use of a purposive process to determine the sample units. Simonsohn, Nelson, & Simmons, (2017) argue that purposive sample is a judgemental sample which is a non-probability. The primary goal of a purposive sample is to generate a sample which is rationally assumed as the representative of the entire populace which is completed by applying the expert understanding of the people to choose in a non-random way a sample of components which is a representation of the cross-section of the population. Therefore, the sample unit used were five commercial organisations. The selected banks were picked because they have extensively invested in different inventions built on information existing in their yearly reports. Also, these banks are responsible for a relatively big portion of approximately 70% of the banking industry in India in terms of market share index of the net resources, stakeholders’ money, number of deposits, and number of loan accounts as well as deposit accounts.
Accordingly, this research is significant in the sense that it allow the commercial sector to strive to leverage on technology to develop the financial service industry to improve access to financial services. The key propeller to such change in the commercial industry is invention and information technology. Based on the findings, the commercial sector has the capacity to appreciate the areas of innovation to uplift the banking industry.
The study reviews past research undertaken on the research topic and online journals. Therefore, with the aid of such research types there is high possibility that the banking industry within Amritsar and particularly Cooperative Bank need to embrace online application in their customer service delivery. Certainly, to be able to collect this type of data and information, it is necessary for the research team to get permission from the ethics committee Merriam, & Tisdell, (2015). Accordingly, this is significant as it will help them not to experiencing finance issues while undertaking the research.
Instruments for data collection
The researcher made use of questionnaires to get qualitative data for analysis. The questionnaires consisted of both open-ended and closed-ended questions to produce the qualitative data (Glesne, 2015). The investigator used questionnaires as they are cost effective, have the capacity to cover a huge geographical region and free from the interviewer’s bias. Additionally, responses are in respondent’s words and enough time is provided which enable for well-thought out responses. Additionally the researcher used qualitative measure to analyse the collected data. The qualitative data was used to measure clients’ level of satisfaction, services offered, challenges experienced to measure the semantic contents of the response. The qualitative data was analysed using statistical data analysis.
Data processing and analysis
Generally, the amount of data gathered in this study was huge because the research questions cannot be responded to using simple read-through of numeric information. Thus, the data required to be processed and analysed in a systematic and coherent manner.
Evaluation metrics/Analysis
The collected data was evaluated on the number of responses given on every question and the highest responses with a similar argument and response was taken as the most probable answer to the question.
|
Activities |
Cost ($) |
|
Expenses |
1,500 |
|
Data collection |
3,500 |
|
Other direct project costs |
2,000 |
|
Travel for project team |
2,000 |
|
Overhead |
1,000 |
|
Total budget |
10,000 |
References
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Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., Lal, B., & Williams, M. D. (2015). Consumer adoption of Internet banking in Jordan: Examining the role of hedonic motivation, habit, self-efficacy and trust. Journal of Financial Services Marketing, 20(2), 145-157.
Alwan, H. A., & Al-Zubi, A. I. (2016). Determinants of Internet banking adoption among customers of commercial banks: an empirical study in the Jordanian banking sector. International Journal of Business and Management, 11(3), 95.
Arenas Gaitán, J., Peral Peral, B., & Ramón Jerónimo, M. (2015). Elderly and internet banking: An application of UTAUT2. Journal of Internet Banking and Commerce, 20(1), 1-23.
Beck, T., Chen, T., Lin, C., & Song, F. M. (2016). Financial innovation: The bright and the dark sides. Journal of Banking & Finance, 72, 28-51.
Boateng, H., Adam, D. R., Okoe, A. F., & Anning-Dorson, T. (2016). Assessing the determinants of internet banking adoption intentions: A social cognitive theory perspective. Computers in Human Behavior, 65, 468-478.
Frame, W. S., & White, L. J. (2014). Technological change, financial innovation, and diffusion in banking. The oxford handbook of banking, 271.
Glesne, C. (2015). Becoming qualitative researchers: An introduction. Pearson.
Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and informatics, 31(3), 492-510.
Jeucken, M., & Bouma, J. J. (2017). The changing environment of banks. In Sustainable Banking (pp. 24-38). Routledge.
Khedmatgozar, H. R., & Shahnazi, A. (2018). The role of dimensions of perceived risk in adoption of corporate internet banking by customers in Iran. Electronic Commerce Research, 18(2), 389-412.
Martins, C., Oliveira, T., & Popovi?, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
Martins, C., Oliveira, T., & Popovi?, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
Merriam, S. B., & Tisdell, E. J. (2015). Qualitative research: A guide to design and implementation. John Wiley & Sons.
Oruç, Ö. E., & Tatar, Ç. (2017). An investigation of factors that affect internet banking usage based on structural equation modeling. Computers in Human Behavior, 66, 232-235.
Quinlan, C., Babin, B., Carr, J., & Griffin, M. (2019). Business research methods. South Western Cengage.
Rom?nova, I., & Kudinska, M. (2016). Banking and Fintech: A Challenge or Opportunity? In Contemporary Issues in Finance: Current Challenges from Across Europe (pp. 21-35). Emerald Group Publishing Limited.
Safeena, R., Kammani, A., & Date, H. (2018). Exploratory Study of Internet Banking Technology Adoption. In Technology Adoption and Social Issues: Concepts, Methodologies, Tools, and Applications (pp. 333-355). IGI Global.
Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129-142.
Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129-142.
Sharma, S. K., Govindaluri, S. M., & Al Balushi, S. M. (2015). Predicting determinants of Internet banking adoption: A two-staged regression-neural network approach. Management Research Review, 38(7), 750-766.
Simonsohn, U., Nelson, L., & Simmons, J. (2017). Research Methodology, Design and Analysis. Annual Review of Psychology, 1(69).
Takieddine, S., & Sun, J. (2015). Internet banking diffusion: A country-level analysis. Electronic Commerce Research and Applications, 14(5), 361-371.
Taylor, S. J., Bogdan, R., & DeVault, M. (2015). Introduction to qualitative research methods: A guidebook and resource. John Wiley & Sons.
Yu, P. L., Balaji, M. S., & Khong, K. W. (2015). Building trust in internet banking: a trustworthiness perspective. Industrial Management & Data Systems, 115(2), 235-252.
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