OBJECTIVE III: To study the usage time period per month of ICT banking

OBJECTIVE III: To study the usage time period per month of ICT banking services user.

7.1.3 TO ANALYSE THE USAGE RATE OF CUSTOMERS

HYPOTHESIS

H0c: There is no significance difference among the several ICT services provided by bank on the basis of usage frequency in a month.

H1c: There is significance difference among the several ICT services provided by bank on the basis of usage frequency in a month.

TABLE 7.3:

ANALYSE THE USAGE RATE OF CUSTOMER

Variables ANOVA

How frequently do you use the ICT banking services per month?

Phone banking

Sum of Squares Df Mean Square F Sig.

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Card banking Between Groups 227.620 4 56.905 99.958 .000

Mobile banking Within Groups 897.768 1577 .569 Internet Banking Total 1125.389 1581 Inter Branch banking

P value < 0.5 level of significance

In this analysis we use the metric data.(Table 8.5) The value of the usage

rate of the account holder is calculated on the bases of interval scale. 1-time is for lesser usage rate and more than 10-times is the highest usage rate.

2-3 times, 4-6 times, 7-9 times lie between these two intervals. In this the independent variables are the ICT banking services as phone banking, mobile banking, card banking, internet banking and inter-branch banking. The dependent variable is the interval scale. We use the Levene‘s Test for homogeneity of variance (Table 8.6, 8.7) through which we get the significance value of .000 which indicates that variances for usage rate for each of the ICT banking services provided by banks do indeed differ significantly.

MAIN ANOVA:

The table 7.3 is divided into between group effect and within the group

effects. Between group row tells the sum of squares for the model (SSM=227.620), this is for the model represents the total experiment effect where as the mean square (MS=56.905) for the model represent the average experimental effect. The mean square is calculated on the value df=4. The row labelled within group gives detail of the unsystematic variance due to individual account holder preferences. The table tells us how much unsystematic variance exists (the residual sum of squares, SSR=897.768). It then gives the average amount of unsystematic variation, the residual mean square MSR=.569. This value is calculated on the (degree of freedom) df=1577. The test of whether the group means are the same is represented by the F-ratio for the combined between the group effects. The value of ratio is 99.958. Finally the table tells us whether this value is likely to have happened by chance. The final column labelled significance indicates how likely it is that an F-ratio of that size would have occurred by chance. In this case there is a probability of 0.000 that an f-ratio of this size would have occurred by chance. From the above table( ) p-value (.000)is less than 0.05 (level of significance), hence null hypothesis has been rejected, that means there is a significant difference among the ICT services provided by banks on the basis of usage rate.

OBJECTIVE IV: To analyze the use pattern of various features of ICT banking services like phone banking, card banking, mobile banking, internet banking, interbranch banking.

7.2 FACTOR ANALYSIS

7.2.1 ANALYSING THE ICT BANKING SERVICES

RELIABILITY ANALYSIS:

The cronbach‘s alpha was conducted to assess the reliability of scales of

variables over 0.7 indicate that all scale can be considered reliable (Nunally 1978). Factor analysis was used for each of the item scale to reduce the total number of items to manageable factor. Principal component analysis is used to extract factors with eigen value greater than 1. Varimax rotation is used to facilitate interpretation of the factor matrix. The Kaisen-Meyer olkin (KMO) statistic to validate the use of factor analysis.(Table 8.10,8.11,8.12)

TABLE 7.4

SUMMARY FOR FACTOR ANALYSIS FOR ICT BANKING SERVICES

Factor Loading

Items Phone Mobile Card Internet Interbranch

Banking F1 Banking F2 Banking F3 Banking F4 Banking F5

Utility bill payment (PB1) -0.969 Mobile banking registration (PB2) 0.962 Stop cheque payment (PB3) -0.926 Detail of last statement (PB4) 0.909 Cheque status enquiry (PB5) -0.803 Cheque book request (PB6) -0.682 Lost/ replacement card (PB7) 0.842 Mini statement (PB8) 0.79 Internet us rid (PB9) -0.783 utility bill payment (MB1) -0.917

Due date (MB2) 0.863

Last payment details (MB3) 0.782 Approaching credit limit(MB4) -0.56 Enquire cheque status (MB5) -0.96 Check Account balance (MB6) 0.908 Fund Transfer (CB1) 0.965 Payment(CB2) 0.922 Deposit cash / cheque (CB3) 0.884 Pin Change (CB4) 0.927 Mini Statement (CB5) 0.891 Balance Enquiry (CB6) 0.825 Cash withdrawal (CB7) 0.723 Download loan applications (IB1) 0.986 Calculate loan payment information (IB2) 0.977 Seeking product and rate information (IB3) 0.863 Apply for loans or credit cards online (IB4) 0.829 Download personal bank transaction activity (IB5) 0.745 Inter-account transfers (IB6) 0.972 On-line bill payments (IB7) 0.907 Check balances on-line (IB8) 0.706 To withdraw cash (IBB1) 0.95

To inquire balance (IBB2) 0.845

To make deposits (IBB3) 0.844

DD & other (IBB4) 0.939

For advice about investment (IBB5) 0.902

KMO (Kaiser- meyer- olkin) value 0.778

Table 7.4 shows the loading from factor analysis.

The KMO value is calculated as 0.778 which indicate the sampling adequacy. The factor model indicates five distinct factors loading without any misclassification phone banking, mobile banking, card banking, internet banking and inter-branch banking. Cronbach‘s alphas among 34 items on different heads in the questionnaire exceeded 0.7. Two Components are identified from each banking services Phone banking, Mobile banking, card banking, Internet banking and Inter branch banking. These items are treated as independent factors.

TABLE 7.5 RESULT TABLE OF FACTOR ANALYSIS

Factor cronbach’s alpha % of Variance explained

Factor for phone banking

transaction and its details (PB1-PB6) 0.923 56.72%

card and account enquiry (PB7-PB9) 0.9 27.31%

Factor for mobile banking

Transaction Detail (MB1-MB4) 0.85 41.90%

Account Balance( MB5-MB7) 0.78 31.23%

Factor for card banking

fund transaction (CB1-CB3) 0.914 48.74%

security and account information (CB4- CB6) 0.89 43.70%

Factor for Internet banking

downloading and calculating(IB 1-IB5) 0.89 55.61%

Inter account transfer and on-line billing (IB6-IB9) 0.86 40.53%

Factor for Inter Branch banking

fund transaction (IBB1-IBB3) 0.89 47.50%

DD and Investment advice (IBB4-IBB6) 0.86 38.69%