Banking Relationships _ Number of Bank Accounts by xiuliliaofz

VIEWS: 4 PAGES: 62

									IAMAI’s Report - Online Banking ‘2006’




                        IAMAI’s Report
               Online Banking ‘2006’




                                              Page No 1 / 62
                                         http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’



Table of Content                                                                           Page No
1.   Introduction, Research Methodology,                                                         3
2.   Note from the President                                                                     4
3.   Executive Summary                                                                           5
4.   Banking Relationships & Number of Bank Accounts                                            17
5.   Preference of Banking Channels                                                             18
6.   Online Banking User! A Demographic Profile – Age, Gender, Marital Status |                 19
     Qualification, Occupation | Plastic ownership, usage & Vehicle ownership | State
     | Cities | Internet Access | Internet Usage by years | Hours
7.   Online Activities of Online Banking Users                                                  26
8.   How did you hear about Online Banking Services?                                            27
9.   Where do you access your Online Banking Account from?                                      28
10. Frequency of Online Banking – Usage: Annual, Monthly | Day, Time Zone                       29
11. Online Banking Users state ‘Important factors to Bank Online’                               31
12. Online Banking Users state ‘Single Most Important factor to Bank Online’                    32
13. Information Transactions Consumers do on Online Banking Sites - Account                     33
     Balances & Statements | Cheque books & reconciliation | Credit & Debit Cards
     Info | Demat, FD, DD, Pay Orders | Loans | Complains, TDS
14. Do you use Online Banking Services to do Financial Transactions?                            39
15. Financial Transactions Consumers do on Online Banking Sites – Transfer of funds             40
     | Pay Bills or Shop Online | Order a FD, DD, and Overdraft…|
16. Satisfaction Index – Site Architecture, Query Resolution, Technological                     43
     Architecture
17. Customer Service / Support received for Online Banking Services                             46
18. Why haven’t you started doing financial transactions on Banking Sites?                      47
19. How soon will you start doing financial transactions on Online Banking sites?               48
20. Why Netizens don’t you use Online Banking Services?                                         49
21. What would encourage Netizens to start using Online Banking Services?                       50
22. Appendix A – Geographic Location of - Online Banking User                                   51
23. Appendix B – Demographics of Online Users yet to use Online Banking Services                52
24. About IAMAI                                                                                 62




                                                                                             Page No 2 / 62
                                                                                        http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                           Introduction to Online Banking Report 2006


Banks have spent generations earning the trust of customers, and have always sought better and
additional ways of servicing them. India’s Internet population currently stands at 38.5 million and is
set to grow to a 100 million by 2007-08. The growing number of Internet users and increase in
financial activities online provide an opportunity for the Banking Industry to get a better
understanding of this dynamic channel and introduce it as an additional and mandatory touch point to
serve their customers. A few have already started delivering Banking Services online.


This paper researches all aspects of Online Banking including level of awareness among users,         their
aversion and preferences, their propensity to start Banking Online (Informational and Financial) and
factors that would increase the usage of the service.


                                       Research Methodology


The study was conducted online in December 2005. A link was provided by IAMAI to its members to
use as banner surveys. Email invitations were also sent out by various IAMAI members to their own
individual panels. Respondents could participate in the survey by clicking on the link or by responding
to the invite. The survey collected information about user profile, Internet usage, aversion and
preferences associated with Online Banking, propensity to start Banking Online and factors that would
increase the usage of the service.


The target audience comprised Internet users at large with a sample size of 6365 respondents. The
coverage cut across age, gender, educational and occupational bias.




                                                                                               Page No 3 / 62
                                                                                          http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                                             Presidents Note


Are Indians Banking Online? There are 38.5 million Internet users in India and the number is set to
grow to a 100 million by 2007-08. An estimated 4.6* million Indian Internet users are Banking Online
today and with the efforts of the government and the industry the number is expected to grow to 16+
million by 2007-08 including both Internet and Mobile Banking.


To ensure and maintain the momentum, IAMAI commissioned a detailed study providing analysis and
recommendations that provide an understanding of ‘Online Banking in India and help customers adopt
this medium for their banking needs. The report makes actionable recommendations on how banks
can maximize the potential of the online environment and create a competitive advantage by using
the unique elements of the Online Banking experience.


Most banks have Web sites, but only a few offer Online Banking Services - [Online Banking Services
include checking statement details, paying bills, transferring funds, ordering checks, setting up direct
deposit authorizations, making stop payments etc. It also includes interactive services such as
applying for credit or debit cards, mortgages, auto and personal loans, etc…]


There are many advantages of Online Banking. It is convenient, it isn’t bound by operational timings,
there are no geographical barriers and the services can be offered at a minuscule cost. The results of
the survey clearly indicate that Online Banking is accepted and used across the country. Prominent
tier-II cities and towns are witnessing a pick up in online activity.


Cross Tab Marketing Services, a pioneer in the field of online research, conducted the survey on behalf
of IAMAI. It was undertaken with a view to understand the Internet users who banked online, their
aversions and preferences associated with Online Banking, the Online Banking experience, propensity
to start Banking Online, factors that would increase the usage of the service and in the nuances of
Banking Online.


(*Estimate is based on information from limited banking sources and is not a complete representation)




                                                                                                Page No 4 / 62
                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                                       Executive Summary


Banking Relationships & Number of Bank Accounts
30% of respondents have a relationship with one bank; 60% with 2-3 banks, 8% with 4-5 banks and
2% with more than 6 Banks. 30% have of respondents have one bank account, 59% of the
respondents have 2-3 bank accounts, 9% have more than 4-5 bank accounts and 3% have more than
6 bank accounts. These statistics showing multiple relationships and accounts indicate an affluent
demographic.


Preference of Banking Channels
•   53% of respondents prefer using ATM as a banking channel; 23% prefer the Internet as a banking
    channel; 18% prefer the branch; 4% prefer Phone Banking and 2% prefer Mobile Banking.
•   35% of the respondents use Online Banking, 58% do not use Online Banking and 7% have used it
    before and stopped. This 35% or 2240 respondents are termed Online Banking Users and
    form the basis of this report.
•   57% of respondents use Online Banking Services for one bank account; 38% use Online Banking
    Services for 2-3 bank accounts; 3% use Online Banking Services for 4-5 bank accounts and 2%
    use Online Banking Services for more than 5 bank accounts.


Online Banking User! A Demographic Profile
Age: 43% of Online Banking Users are in the 26-35 years age group and are most inclined to use
Online Banking Services. 25% are in the 18-25 years age group. This demographic is represented by
young Internet savvy professionals. 19% are in 36-45 age group; 10% in the 46-60 age group and
2% in the 61+ age group.


Gender: 83% of Online Banking Users are male; and 17% are female.


Marital Status: 43% of Online Banking Users are unmarried; 43% are married with kids; 14% are
married without kids and 1% divorced/separated.


Qualification: 85% of Online Banking Users have a Bachelor or Post Graduate degree, representing
an educated audience. 10% of Online Banking Users have some college (Including diploma, but not a
graduate) education, 2% have SSC/HSC qualifications and 3% fall in the others category.




                                                                                               Page No 5 / 62
                                                                                          http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Occupation: 57% of Online Banking Users are at an executive level (junior, senior and mid-level
executives). 12% are professionals or self employed; 7% are officers/supervisors; 5% are students,
2% are housewives, and 2% are retired.


Plastic Ownership and Usage Online: 86% of Online Banking Users own ATM cards, 65% own
credit cards and 78% own debit cards. 31% of Online Banking Users use their credit cards online,
31% use debit cards online and 33% use both debit and credit cards. These numbers clearly reflect
that users trust the online medium. 22% do not use credit or debit cards online.


Vehicle Ownership: 42% of Online Banking Users own Car/4-wheelers, 41% own Motorbikes, 22%
own Scooters. These numbers represent an affluent audience.


Online Banking User! Geographic Representation
By State: 28.7% of Online Banking Users are from Maharashtra followed by Delhi at 17.7% and
Tamil Nadu at 10.3%. Karnataka accounts for 8.3% of Online Banking Users followed by Uttar Pradesh
at 5.3%, Andhra Pradesh and West Bengal at 4.6% each, Gujarat at 3.3%, Rajasthan at 3.2% and
Madhya Pradesh at 3.1% who bring up the Top 10 states. Kerala accounts for 1.8% of Online Banking
Users, followed by Haryana at 1.7%, Bihar at 1.6%, Uttaranchal at 1% and Other states at 4.7%.


By City: Mumbai leads the way with 22.5% Online Banking Users, followed by New Delhi at 17.3%.
Chennai is third with 7.1% of Online Banking Users followed by Bangalore at 5.7% and Kolkata at
4.1% finishing the Top 5 cities. Pune accounts for 3.3%, Hyderabad for 2.6%, Kanpur, Lucknow and
Ahmedabad 1.6% each bring up the Top 10. Patna follows at 1.1%, Jaipur at 1%, Cochin and Indore
at 0.8% each, Bhopal and Guwahati at 0.7% each, Vadodara at 0.6%, and Chandigarh at 0.5%.
26.3% of Online Banking Users come from other cities indicating that Online Banking Services are
being used in many smaller cities that don’t figure in the Top 18.


Internet Access
64% of Online Banking Users access the Internet from home; 73% access Internet from their offices.
36% of Online Banking Users access the Internet from Cybercafés. Online Banking Users access their
accounts from multiple points. 44% of Online Banking Users access the Internet from Home + Office,
26% access from Office + Cybercafé, 19% from Home + Cybercafé, 15% from Home + Office +
Cybercafé, 9% from Home + Ofifice + Mobile, 11% from Home + Mobile, 10% from Office + Mobile,
6% from Cybercafé + Mobile, 5% from Office + Cybercafé + Mobile and 4% access the Internet from
Home + Office + Cybercafé +Mobile.




                                                                                             Page No 6 / 62
                                                                                        http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Internet Usage by Years / Hours
By Years: 97% of Online Banking Users have used the Internet for more than 1 year; 50% of Online
Banking Users have been using the Internet for more than 6 years and 42% for 3-5 years. These
numbers reflect a pedigreed audience that is comfortable and familiar with the range of online
activities and is using the Online Banking to their advantage. 5% of Online Banking Users have been
using the Internet for 1-2 years, 2% for 6-11 months and 1% for less than 6 months.


By Hours: 88% of Online Banking Users use the Internet for more than 5 hours a week, representing
that the Internet is becoming an integral part of ‘daily activity’. 36% of Online Banking Users use and
access the Internet for more than 21 hours a week and are categorized as heavy Internet users. 28%
of Online Banking Users use the Internet for 11-20 hours a week and 24% use the Internet for 5-10
hours a week which represents the moderate Internet user. 10% of Online Banking Users use the
Internet for less than 5 hours representing an evolving Internet user category.


Online Activities
Personal Online Activities: 99% use the Internet for e-mail; 78% for Surfing; 76% for Searching
information’; 61% look up News Online,      53% Search for Jobs, 51% Chat; 45% Answer Surveys;
26% look up astrological predictions, 18% read religious information and 17% look up news on their
mobile. 44% of Online Banking Users prefer paying their Bills Online; 42% Shop Online, 29% conduct
stock trading transactions, 21% participate in an Online Auctions and 7% donate online.


Work related online activities: 96% of Online Banking Users use the Internet for e-mail; 57% for
Surfing and 68% use it for Searching information. 38% of Online Banking Users look up News Online,
28% Chat and 21% Answer Surveys Online.



How did you hear about Online Banking Services?
57% of the Online Banking Users came to know about Online Banking Services from a bank official;
45% of the Online Banking Users learned on their own; 35% came to know of Online Banking Services
through advertisements in Print, on TV and Radio, in ATMs and posters; 7% from online
advertisements; 17% from friends and peers and 6% through mobile advertisements.


Where do you access your Online Banking Account from?
41% of Online Banking Users access their online banking account from home; 48% from office; 9%
from cyber cafes; 1% from their mobile (refers predominantly to banking alert services).




                                                                                                Page No 7 / 62
                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Frequency of Online Banking – Usage: Annual, Monthly, Weekly
•   64% of the Online Banking Users have used Online Banking services for over 1 year of which 39%
    have used the service for over 2 years and 25% during the last 13-24 months. 17% have used
    ‘Online Banking’ for 7-12 months and 15% for 1-6 months.
•   4% have used ‘Online Bill Payments’ for less than one month. 15% use Online Banking Services
    once a day or more. 28% use Online Banking Services ‘Once every 2-3 days’. 27% ‘Once a week’;
    13% ‘Once a fortnight’ and 14% bank online ‘Once in a month or less’.
•   All the above statistics reflect the growing acceptance of Online Banking.


Frequency of Online Banking – Usage by Day & Time Preference
•   16% of Online Banking Users use Online Banking Services over the weekend; 39% on weekdays
    and 45% on weekdays and weekends. Online Banking Services give consumers a choice of
    conducting banking transactions on ‘Working Days & Holidays’.
•   7% of Online Banking Users Bank Online between 12 midnight and 8 am; 28% use Online Banking
    Services between 8 am and 12noon, 20% between 12 noon and 3 pm and 13% between 3 pm and
    6 pm. 17% use Online Banking between 6 pm and 9 pm and 15% between 9 pm and 12 midnight.
•   These numbers highlight the convenience of Online Banking to pay bills outside of traditional
    working hours.


Important Factors to Bank Online
•   51% of the Online Banking Users cite Convenience as the most important factor.
•   44% say that Online Banking Saves Time.
•   22% say that Online Banking allows them to have Better control over their finances.
•   20% say that Online Banking gives them More Information Online.
•   43% say that All the factors are important.


‘Single Most Important factor to Bank Online’
•   41% of the Online Bank users say all reasons as mentioned below are important.
•   38% say that the most important factor is the ability to Check Bank Balances and Statements.
•   8% say that Ease of transferring money between accounts is important.
•   6% of the Online Banking Users say that the ability to check clearance of payment is important
•   6% of Online Banking Users say the facility to pay bills online is an important factor.




                                                                                                   Page No 8 / 62
                                                                                              http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Information Transactions - Account Balances & Statements
•   81% of the Online Banking Users viewed their Account Balances in Real–Time on their Banking
    Sites.
•   60% used Statement information / ordering on their Banking Sites.
•   55% of Online Banking Users viewed transaction history in real time a convenience offered online
    to view multiple accounts in different banks.
•   54% used Online Banking to get e-statements after traditional banking hours.


Banking Channel preferred for Account Balances & Statements
•   73% of the Online Banking Users who do information-based transactions prefer viewing their
    Account Balances online, 3% at their branch, 18% through ATMs and 6% via Phone Banking.
•   77% of the Online Banking Users who do information-based transactions prefer viewing their
    Transaction Histories/ Updates online, 8% at their Branch and 11% through ATMs.
•   73% of the Online Banking Users who do information-based transactions prefer viewing their
    Statement History/ Updates online.


Information Transactions – Cheque books & reconciliation
•   53% of the Online Banking Users have ‘Ordered their Cheque Books online’.
•   24% prefer Cheque reconciliation and tracking on their Bank Website.
•   21% of the Online Banking Users have used their Bank Website for Stop Cheques / Automated
    service requests for stop Cheques.
•   14% of the Online Banking Users have Ordered Deposit Slips on their Bank Website.


Banking Channel preferred for Cheque books & reconciliation
•   50% of the Online Banking Users who do information-based transactions prefer Ordering their
    Cheque Books via the Online Banking channel.
•   55% of the Online Banking Users who do information-based transactions prefer doing Cheque
    Reconciliation and Tracking using their bank website.
•   41% of the Online Banking Users prefer online requests for Stop Cheques/ Automated Service
    requests for stop Cheques.
•   31% of the Online Banking Users who do information based transactions prefer Ordering their
    Deposit Slips via the Online Banking channel.




                                                                                             Page No 9 / 62
                                                                                        http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Information Transactions – Credit & Debit Cards
•   42% of the Online Banking Users have viewed Credit card and Debit card transaction history &
    updates on their Bank Website.
•   27% prefer checking the status of their credit card accounts on their Bank Website.
•   19% have reported ATM / Credit Card loss on their Bank Website.
•   15% have Applied for Credit Cards on their Bank Website.


Banking Channel preferred for Credit & Debit Cards
•   68% of the Online Banking Users who do information-based transactions prefer to use the Bank
    site for History and Updates on the Credit Card and Debit Card Transaction.
•   67% of the Online Banking Users who do information-based transactions prefer to use the Bank
    Website for Checking the status of the Credit Card Account.
•   30% of the Online Banking Users who do information based transactions prefer to use the Bank
    website for reporting ATM/ Credit Card loss.
•   47% prefer applying for Credit Cards on their bank website.


Information Transactions – Demat, FD, DD, Pay Orders
•   27% users view Information regarding their Demat Account on their Bank Website.
•   23% of the Online Banking Users have accessed information on their DD, Pay Orders, Overdrafts
    and Fixed Deposits on their Bank Website.


Banking Channel preferred for Demat, FD, DD, Pay Orders
•   63% of the Online Banking Users who do information-based transactions prefer using their Bank
    website for Information on their Demat Account,
•   31% of the Online Banking Users who do information-based transactions prefer using the Bank
    site for DD/Pay Orders /Overdrafts
•   56% of the Online Banking Users who do information-based transactions prefer viewing
    information on their Fixed Deposits on the Internet.


Information Transactions – Loans
•   17% of the Online Banking Users have accessed Details of loans (Car / Home / Personal etc.) on
    their Bank Website
•   11% have applied for Loans (Car / Home / Personal etc.) on their Bank Website.




                                                                                              Page No 10 / 62
                                                                                          http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Banking Channel preferred for Loans
•   52% of the Online Banking Users who do information-based transactions prefer using the Bank
    Website for Details of Loans (Car/Home/Personal)
•   39% of the Online Banking Users who do information-based transactions prefer to apply for loans
    (Car/Home/Personal etc) on the Bank Website.


Information Transactions – Complaints, TDS
•   25% of the Online Banking Users prefer Complaining on discrepancy in their banks account etc on
    their Bank Websites.
•   10% of the Online Banking Users have viewed Details of TDS on their Bank Website.


Banking Channel preferred for Complains, TDS
•   42% of the Online Banking Users who do information-based transactions use the Bank Website for
    Complaints in Discrepancy on their Accounts,
•   49% of the Online Banking Users who do information-based transactions use the Bank Website to
    access their TDS details.


Do you use Online Banking Services to do financial transactions?
74% of the Online Banking Service users do Financial Transactions Online and 26% of the Online
Banking Users do not do financial transactions, using the service only for information transactions.


Financial Transactions Consumers do on Online Banking Sites – Transfer of funds
•   76% of the Online Banking Users (who do financial transactions) have Transferred Funds from One
    Account to another of their Accounts.
•   62% of the Online Banking Users (who do financial transactions) have Transferred Funds from
    their Bank Account to Third party accounts through their Bank Website.


Banking Channel preferred for Transfer of funds
•   83% of Online Banking Users (who do financial transactions) prefer to Transfer of Funds from One
    Account to another through the Online Banking Channel.
•   69% of Online Banking Users (who do financial transactions) prefer to Transfer Funds to a third
    party account through the Online Banking Channel.




                                                                                               Page No 11 / 62
                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Financial Transactions Consumers do on Online Banking Sites – Pay Bills or Shop Online
•   63% of Online Banking Users (who do financial transactions) have paid their Bills (electricity,
    telephone, cell phone) on their Bank Website.
•   55% of Online Banking Users (who do financial transactions) pay their Credit Card Bills on their
    Bank Website.
•   43% of the Online Banking Users (who do financial transactions) use their Online bank account to
    shop online with a direct debit to the account.


Banking Channel preferred for Paying Bills or Shopping Online
•   77% of Online Banking Users (who do financial transactions) prefer the Internet for Paying their
    Bills (electricity/telephone/cell phone)
•   72% of Online Banking Users (who do financial transactions) prefer Paying their Credit Card bills
    Online
•   71% of the Online Banking Users (who do financial transactions) prefer using their Online Bank
    account to shop online, with Direct Debit to Bank account.


Financial Transactions Consumers do on Online Banking Sites – Order a FD, DD, Overdraft…
•   35% of Online Banking Users (who do financial transactions) have Requested Demand Drafts and
    Pay Orders through their Bank Websites.
•   21% of Online Banking Users (who do financial transactions) have Requested New Fixed Deposits
    through their Bank Websites.
•   11% of Online Banking Users (who do financial transactions) have Requested for Overdrafts
    through their Bank Websites.


Banking Channel preferred for ordering FD, DD, Overdraft
•   40% of Online Banking Users (who do financial transactions) prefer their Bank’s website to
    Request a Demand Draft /Pay Order.
•   30% of Online Banking Users (who do financial transactions) prefer their bank’s website to
    Request an Overdraft.
•   37% of Online Banking Users (who do financial transactions) prefer their bank’s website to
    Request a New Fixed Deposit.




                                                                                            Page No 12 / 62
                                                                                        http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Satisfaction Index – Site Architecture
•   49% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the ‘Look
    and Feel of the Website’, 43% are ‘Satisfied’, 7% are neither ‘Satisfied nor Dissatisfied’ and 1%
    are ‘Dissatisfied’.
•   47% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the ease of
    accessing the website, 43% are ‘Satisfied’, 9% are ‘neither Satisfied nor Dissatisfied’ and 1% are
    Dissatisfied.
•   38% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the range of
    services available, 46% are ‘Satisfied’, 14% are ‘Neither Satisfied nor Dissatisfied’ and 2% are
    ‘Dissatisfied’.
•   37% of Online Banking Users (who do financial transactions) are ‘Very Satisfied’ with the ease of
    locating correct information, 43% are ‘Satisfied’, 16% are ‘neither Satisfied nor Dissatisfied’, 4%
    are ‘Dissatisfied’ and 1% is ‘Very Dissatisfied’.


Satisfaction Index – Query Resolution
•   Queries being resolved by Email: 30% of Online Banking Users (who do financial transactions) are
    ‘Very Satisfied’, 41% are ‘Satisfied’, 21% are ‘Neither Satisfied nor ‘Dissatisfied’, 6% are
    ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.
•   Queries being resolved by SMS: 20% of Online Banking Users (who do financial transactions) are
    ‘Very Satisfied’, 32% are ‘Satisfied’, 39% are ‘Neither Satisfied nor ‘Dissatisfied’, 7% are
    ‘Dissatisfied’ and 3% are ‘Very Dissatisfied’
•   Queries being Resolved Online 25% of Online Banking Users (who do financial transactions) are
    ‘Very Satisfied’, 37% are ‘Satisfied’, 29% are ‘neither Satisfied nor ‘Dissatisfied’, 7% are
    ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.
•   Request for check books, deposit slips etc. 33% of Online Banking Users (who do financial
    transactions) are ‘Very Satisfied’, 45% are ‘Satisfied’, 19% are ‘neither Satisfied nor Dissatisfied’,
    3% are ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.




                                                                                                 Page No 13 / 62
                                                                                             http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Satisfaction Index – Technological Architecture
•   Speed of Transactions on their Bank Website: The speed with which a consumer can perform an
    Online Banking transaction is directly related to customer satisfaction. 41% of Online Banking
    Users (who do financial transactions) are ‘Very Satisfied’, 39% are ‘Satisfied’, 15% ‘neither
    Satisfied’ nor Dissatisfied’, 4% ‘Dissatisfied’ and 2% ‘Very Dissatisfied’.
•   Extent of Downtime (Website / Page Not functional): This is to be handled with care as the main
    USP of Online Banking is the ability to bank anytime. 23% of Online Banking Users (who do
    financial transactions) are ‘Very Satisfied’, 41% are Satisfied, 27% are ‘neither Satisfied nor
    Dissatisfied’, 7% are ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.


Customer Service / Support received for Online Banking Services
•   FAQ or Frequently asked questions: 56% of Online Banking Users check FAQs online, 62% have
    received them via Email, 21% have received them Via SMS and 10% haven’t received any.
•   Email & SMS alerts: These alerts help banks deliver up to date information on all transactions to
    customers and also raise appropriate alarms on fraudulent transactions. 44% of Online Banking
    Users have received Transaction Alerts Online; 58% have received them via Email; 41% have
    received them via SMS alerts, 7% haven’t received any alerts.
•   Statements online / email / SMS: 54% of Online Banking Users get their ‘Statements Online’, 64%
    by Email, 17% by SMS (mini statements) and 8% haven’t received any.
•   79% of Online Banking Users (who do financial transactions) get their Queries Resolved by Email,
    20% by SMS and 16% haven’t had their queries resolved across any touch point.
•   59% of Online Banking Users receive Phone banking support on their online banking queries 24x7
    and 26% receive support only between 9 am and 5 pm.
•   Online demos help handhold new customers by visually answering simple queries. It can also
    serve as a self-learning tool and help customers learn how to use basic and advanced services.
    66% Online Banking Users say their banks have an Online Demo and 34% say their bank has no
    online demo.




                                                                                            Page No 14 / 62
                                                                                        http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Why haven’t you started doing financial transactions on Banking Sites?
•   Security Concerns: 43% of Online Banking Users haven’t started doing financial transaction on
    Online Banking Sites because they have security concerns.
•   Prefer Face to Face Banking: 39% of Online Banking Users haven’t started doing financial
    transactions on Online Banking Sites because they prefer to do it face to face.
•   I do not know how to transfer money online: 22% of Online Banking Users haven’t started doing
    Financial Transactions on Online Banking Sites because ‘they don’t know how to’.
•   Website is not User friendly: 10% of Online Banking Users haven’t started doing financial
    transactions Online as the Website is not user friendly.
•   Bank does not offer it: 2% of Online Banking Users haven’t started doing financial transactions
    online because their banks do not offer it.


How soon will you start doing financial transactions on Online Banking sites?
•   24% of the Online Banking Users who do information transactions are likely to start transferring
    funds and using Online Banking for other financial transactions in less than 13 months.
•   12% of the Online Banking Users who do information transactions will start doing Financial
    Transactions on their Bank Website within a month, 7% in 1-3 months, 3% in 4-6 months, 2% in
    7-12 months, 1% within 13 months and 7% are ‘Not Likely’.
•   68% of Online Banking Users who do information transactions ‘Cannot Say’ as to when they will
    start doing Financial Transactions on Online Banking Sites.


Why Netizens don’t use Online Banking Services?
•   36% of the respondents have not used Online Banking Services as they have ‘Never considered it’.
•   29% have not used Online Banking Services as they have concerns about the Privacy of their
    information.
•   29% have not used Online Banking Services as they prefer conducting it face to face.
•   25% have not used Online Banking Services as they believe it is not safe and secure.
•   23% have not used Online Banking Services as they are not sure ‘how to use it’.
•   11% have not used Online Banking Services as their banks do not offer it.




                                                                                               Page No 15 / 62
                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


What would encourage Netizens to start using Online Banking Services?
•   50% of the respondents would be encouraged to start using Online Banking Services if given a
    guarantee that Online Banking is safe and secure.
•   29% would be encouraged to start using Online Banking Services if they are provided Online
    Customer Support Services.
•   29% would be encouraged to start using Online Banking Services if they were given a clear online
    demonstration.
•   28% would be encouraged to start using Online Banking Services if there was a reduction in fees/
    charges.
•   18% of the respondents would start using Online Banking Services if they can access the Internet
    more frequently.
•   23% of the respondents say they will not Bank Online.




                                                                                           Page No 16 / 62
                                                                                       http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                        Banking Relationships & Number of Bank Accounts


Relationships with multiple banks                   Total number of bank accounts


        100%                                                100%

         80%                                                 80%
                        60%                                                59%
         60%                                                 60%

         40%   30%                                           40%    30%

         20%                     8%                          20%                   9%
                                         2%                                                3%
          0%                                                  0%
               1 Bank    2-3     4-5     6+                         1 Ac   2-3    4-5    6+ Ac/s
                        Banks   Banks   Banks                              Ac/s   Ac/s


Base: 6365                                          Base: 6365


•   30% of respondents have a relationship with one bank; 60% with 2-3 banks, 8% with 4-5 banks
    and 2% with more than 6 Banks.
•   30% have of respondents have one bank account, 59% of the respondents have 2-3 bank
    accounts, 9% have more than 4-5 bank accounts and 3% have more than 6 bank accounts.
•   These statistics showing multiple relationships and accounts indicate an affluent demographic.




                                                                                               Page No 17 / 62
                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                                 Preference of Banking Channels


Banking channels preferred                          Online Banking Services / Channel used


        100%                                                100%

         80%                                                 80%
         60%   53%                                                            58%
                                                             60%
         40%                                                        35%
                     23%                                     40%
                           18%
         20%
                                 4%   2%                     20%                          7%
          0%
                                                              0%
                                 g


                                 g
                               ng
                               M




                              ch




                              in
                              in
                           AT


                            ki




                           nk
                           an


                           nk




                                                                     Yes       No        Used it
                          an




                        Ba
                        Ba
                        Br
                        B




                                                                                        before &
                      e

                   i le
                    et




                  on
                 rn




                ob
              Ph




                                                                                        stopped
               te




              M
             In




Base: 6365                                          Base: 6365


Online Banking Services & Number of Accounts

                 Number of Online Banking Accounts                                  %

                 I transact online on one bank account                         57%

                 I transact on 2-3 online bank accounts                        38%

                 I transact on 4-5 online bank accounts                         3%

                 I transact on more than 5 online bank accounts                 2%

                 Base                                                          2240


•   53% of respondents prefer using ATM as a banking channel; 23% prefer the Internet as a banking
    channel; 18% prefer the branch; 4% prefer Phone Banking and 2% prefer Mobile Banking.
•   35% of the respondents use Online Banking, 58% do not use Online Banking and 7% have used it
    before and stopped. This 35% or 2240 respondents are termed Online Banking Users and
    form the basis of this report.
•   57% of respondents use Online Banking services for one bank account; 38% use Online Banking
    services for 2-3 bank accounts; 3% use Online Banking Services for 4-5 bank accounts and 2%
    use Online Banking Services for more than 5 bank accounts.
•   A reflection of an audience that is net savvy and has recognized the advantages of Online Banking




                                                                                                Page No 18 / 62
                                                                                            http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


           Online Banking User! A Demographic Profile – Age, Gender, Marital Status

By Age                                            By Gender

         100%                                           100%
                                                                    83%
          80%
                                                         80%
          60%
                       43%
                                                         60%
          40%
                 25%
                              19%
          20%                       10%                  40%
                                          2%
           0%                                                                    17%
                                                         20%
                           s


                           s


                           s


                           s


                           s
                        ar
                        ar


                        ar


                        ar


                        ar
                      ye


                      ye


                      ye


                      ye


                      ye




                                                          0%
                    +
             5


                    5


                    5


                    0
           -2


                  -3


                  -4


                  -6


                  61




                                                                    Male        Female
         18


                26


                36


                46




Base: 2240                                        Base: 2240

By Marital Status

         100%

         80%

         60%
                 43%            43%
         40%

         20%            14%
                                          1%
          0%




Base: 2240


Age: 43% of Online Banking Users are in the 26-35 years age group and are most inclined to use
Online Banking Services. 25% are in the 18-25 years age group. This demographic is represented by
young Internet savvy professionals. 19% are in 36-45 age group; 10% in the 46-60 age group and
2% in the 61+ age group.


Gender: 83% of Online Banking Users are male; and 17% are female.


Marital Status: 43% of Online Banking Users are unmarried; 43% are married with kids; 14% are
married without kids and 1% divorced/separated.


                                                                                           Page No 19 / 62
                                                                                       http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


               Online Banking User! A Demographic Profile – Qualification, Occupation

By Educational Qualification                                   By Occupation
    Upto SSC/HSC                                    2%             Skilled/ Unskilled worker              1%
    Some college (Including.                                       Shop Owner/ trader                     1%
    Diploma) but not a graduate                   10%              Clerical / Salesperson                 2%
    Graduate / Post-Graduate                                       Student                                5%
    General (BA, BSC. MSC, Bcom                                    Housewife                              2%
    etc.)                                         42%              Retired                                2%
    Graduate / Post-Graduate                                       Businessman / Industrialist            6%
    Professional                                  43%              Officer / supervisor                   7%
    Other                                          3%              Self employed professional            12%
                                                                   Executive - junior                    12%
Base: 2240
                                                                   Executive - senior                    16%
                                                                   Executive - mid level                 29%
                                                                   Other - please specify                 6%

                                                               Base: 2240

Qualification: 85% of Online Banking Users                     Occupation: 57% of Online Banking Users are at
have     a    Bachelor    or   Post    Graduate     degree,    an executive level (junior, senior and mid-level
representing      an     educated     audience.     10%   of   executives). 12% are professionals or self
Online       Banking     Users       have    some    college   employed; 7% are officers/supervisors; 5% are
(Including      diploma,       but     not   a    graduate)    students, 2% are housewives, and 2% are
education, 2% have SSC/HSC qualifications and                  retired.
3% fall in the others category.




                                                                                                         Page No 20 / 62
                                                                                                     http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


       Online Banking User! A Demographic Profile – Ownership of Plastic & Vehicles

By Plastic ownership                                        By Online Usage

       100%                                                        100%
                   86%
                                           78%
        80%                                                         80%
                                65%
        60%                                                         60%

        40%                                                         40%   31%      31%     33%
                                                                                                  22%
        20%                                                         20%
                                                      2%
           0%                                                       0%
                   ATM         Credit      Debit     None                 Credit   Debit   Both   None
                   Card        Card        Card                           Card     Card


Base: 2240                                                  Base: 2240

By Vehicle Ownership

         100%

           80%

           60%
                    42%          41%
           40%
                                            22%       21%
           20%

            0%
                                 ke




                                                      e
                                             r
                    er




                                           te


                                                    on
                              bi
                  el




                                         oo


                                                   N
                            or
                he




                                      Sc
                          ot
              w


                         M
           4-
           /
        ar
       C




Base: 2240


Plastic Ownership: 86% of Online Banking Users own ATM cards, 65% own credit cards and 78%
own debit cards.


Plastic Usage Online: 31% of Online Banking Users use their credit cards online, 31% use debit
cards online and 33% use both debit and credit cards. 22% do not use credit or debit cards online.
There is a need, therefore, to create more awareness about the security measures employed by banks
to make this 22% more comfortable with using credit or debit cards online.


Vehicle Ownership: 42% own Car/4-wheelers, 41% own Motorbikes, 22% own Scooters.


                                                                                                      Page No 21 / 62
                                                                                                  http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                           Online Banking User! A Demographic Profile State | Cities

By State



    40.0%
             28.7%

                       17.7%
    20.0%
                               10.3% 8.3%
                                            5.3%   4.6%   4.6%   3.3%   3.2%   3.1%                                     4.7%
                                                                                      1.8%     1.7%     1.6%   1.0%
    0.0%
                                                   u




                                                 sh
                      hi




                                                                                                                     l
                                                 sh
                                                  at
                                                  a




                                                   l




                                                                                                         r
              ra




                                                  h




                                                                                               na
                                                an




                                                                                     la




                                                                                                                    s
                                                                                                                  ha
                                                ga
                                                ad




                                                                                                       ha
                                               ak




                                               es




                                                                                                                 er
                   el




                                               ar




                                                                                   ra
                                             de
            ht




                                              de




                                              th




                                                                                             ya




                                                                                                               nc
                                            en
                           N




                                                                                                               th
                                                                                                    Bi
                   D




                                            ad
                                            at




                                            uj




                                                                                 Ke
         as




                                           as
                                           ra




                                           ra




                                                                                          ar
                          il




                                                                                                            ra


                                                                                                             O
                                         rn




                                         G
                                        tB
                                        Pr
                         m
       ar




                                       rP




                                        P
                                        aj




                                                                                          H




                                                                                                         tta
                                      Ka
                       Ta




                                     es
     ah




                                      R


                                      a
                                     ra
                                   tta




                                                                                                       U
                                  hy
                                  W
    M




                                 dh
                                 U




                                ad
                               An




Base: 2240                     M

•    28.7% of Online Banking Users are from Maharashtra followed by Delhi at 17.7% and Tamil Nadu
     at 10.3%.
•    Karnataka accounts for 8.3% of Online Banking Users followed by Uttar Pradesh at 5.3%, Andhra
     Pradesh and West Bengal at 4.6% each, Gujarat at 3.3%, Rajasthan at 3.2% and Madhya Pradesh
     at 3.1% who bring up the Top 10 states.
•    Kerala accounts for 1.8% of Online Banking Users, followed by Haryana at 1.7%, Bihar at 1.6%,
     Uttaranchal at 1% and Other states at 4.7%.




                                                                                                                    Page No 22 / 62
                                                                                                                http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                      Online Banking User! A Demographic Profile - State | Cities

Top 10 cities by %



           40.0%

                      22.5%
                                    17.3%
           20.0%
                                                7.1%        5.7%        4.1%     3.3%        2.6%       1.6%      1.6%           1.6%
             0.0%
                       i




                                                i




                                                                      a


                                                                                 ne
                                                           e
                                      *
                     ba




                                                                                             ad



                                                                                                      ur




                                                                                                                               ad
                                                                                                                   w
                                              a
                                    hi




                                                                    at
                                                          or
                                            nn




                                                                                                    np



                                                                                                                no
                                                                                           ab
                                 el




                                                                               Pu




                                                                                                                             ab
                um




                                                                  lk
                                                        al
                                          he
                             D




                                                                                                              ck
                                                                Ko




                                                                                                  Ka
                                                      ng




                                                                                         er




                                                                                                                           ed
               M




                                          C
                            ew




                                                                                                            Lu
                                                                                      yd
                                                    Ba




                                                                                                                       m
                        N




                                                                                      H




                                                                                                                     Ah
Base: 2240

Top 8 cities (Outside of Top 10) by %



           40.0%

                                                                                                                                26.3%

           20.0%


                       1.1%           1.0%          0.8%       0.8%        0.7%           0.7%      0.6%         0.5%
             0.0%
                                                                                                                rh
                        a




                                                                                      al




                                                                                                                                  s
                                                    n



                                                               re
                                     ur




                                                                                                    a
                                                                            i
                                                                          at




                                                                                                                               tie
                      tn




                                                  hi




                                                                                                   r
                                                                                    op




                                                                                                              ga
                                   ip




                                                             do




                                                                                                 da
                                                                        ah
                                               oc
                    Pa




                                                                                                                            ci
                                 Ja




                                                                                                            i
                                                                                  Bh
                                                           In




                                                                                                          nd
                                                                                               do
                                                                    uw
                                              C




                                                                                                                         er
                                                                                                        ha
                                                                                             Va




                                                                                                                       th
                                                                    G




                                                                                                                       O
                                                                                                        C




Base: 2240


•   Mumbai leads the way with 22.5% Online Banking Users, followed by New Delhi at 17.3%.
    Chennai is third with 7.1% of Online Banking Users followed by Bangalore at 5.7% and Kolkata at
    4.1% finishing the Top 5 cities.
•   Pune accounts for 3.3%, Hyderabad for 2.6%, Kanpur, Lucknow and Ahmedabad 1.6% each bring
    up the Top 10.
•   Patna follows at 1.1%, Jaipur at 1%, Cochin and Indore at 0.8% each, Bhopal and Guwahati at
    0.7% each, Vadodara at 0.6%, and Chandigarh at 0.5%.
•   26.3% of Online Banking Users come from other cities indicating that Online Banking Services are
    being used in many smaller cities that don’t figure in the Top 18.


                                                                                                                                            Page No 23 / 62
                                                                                                                                        http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                       Online Banking User! A Demographic Profile - Internet Access


Internet Access

    100%

     80%                                73%
                    64%
     60%
                                                             36%
     40%

     20%                                                                                           13%
                                                                                5%                                      1%
      0%
                    Home               Office             Cyber cafe     Friend"s place           Mobile               Other


Base: 2240

Multiple points of Internet Access

    100%

     80%

     60%
              44%
     40%
                           26%
                                        19%
     20%                                            15%
                                                                1
                                                                1%        10%          9%           6%          5%           4%
      0%
             Ho me +      Office +    Ho me +     Ho me +     Ho me +    Office +    Ho me +    Cybercafe + Office +    Ho me +
              Office     Cybercafe   Cybercafe    Office +    M o bile   M o bile    Office +     M o bile Cybercafe +   Office +
                                                 Cybercafe                           M o bile                M o bile  Cybercafe
                                                                                                                       and M o bile


Base: 2240



64% of Online Banking Users access the Internet from home; 73% access Internet from their offices.
36% of Online Banking Users access the Internet from Cybercafés.
Online Banking Users access their accounts from multiple points. 44% of Online Banking Users access
the Internet from Home + Office, 26% access from Office + Cybercafé, 19% from Home + Cybercafé,
15% from Home + Office + Cybercafé, 9% from Home + Office + Mobile, 11% from Home + Mobile,
10% from Office + Mobile, 6% from Cybercafé + Mobile, 5% from Office + Cybercafé + Mobile and
4% access the Internet from Home + Office + Cybercafé +Mobile.




                                                                                                                             Page No 24 / 62
                                                                                                                         http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


       Online Banking User! A Demographic Profile – Internet Usage by Years | Hours

By – Internet Usage by years                            By – Internet Usage by hours a week

        100%                                                      100%

         80%                                                          80%

                                                                      60%
         60%     50%
                          42%                                               36%
                                                                      40%         28% 24%
         40%
                                                                      20%                   10%
                                                                                                    2%
         20%
                                    5%   2%   1%                      0%
            0%




                                                                                        y
                                                                                        k

                                                                                        k




                                                                                      ek
                                                                                       k




                                                                                     sa
                                                                                     ee
                                                                                     ee




                                                                                     ee

                                                                                  we
                                                                                  w

                                                                                  w

                                                                                  w




                                                                                  't
                                        s
                                        s




                                                                                an
                  s


                          s


                                       s




                                      th
                                      th




                                                                                a
                                                                                a




                                                                                a

                                                                                a
               ar


                        ar


                                     ar




                                                                              C
                                                                              s
                                    on




                                                                              s




                                                                              s
                                   on




                                                                              s
             ye


                      ye


                                   ye




                                                                           hr

                                                                           hr




                                                                           ur
                                                                           hr
                                  m
                                  m




                                                                        ho
            6+


                    5


                             2




                                                                  +

                                                                         0

                                                                       10
                                6
                 3-


                          1-

                                    11




                                                                21

                                                                     -2




                                                                     5
                                                                    5-
                              <




                                                                   11
                                 6-




                                                                   <
Base: 2240                                              Base: 2240

By Years:
   •   97% of Online Banking Users have used the Internet for more than 1 year;
   •   50% of Online Banking Users have been using the Internet for more than 6 years and 42% for
       3-5 years. These numbers reflect a pedigreed audience that is comfortable and familiar with
       the range of online activities and is using the Online Banking to their advantage.
   •   5% of Online Banking Users have been using the Internet for 1-2 years, 2% for 6-11 months
       and 1% for less than 6 months.


By Hours:
   •   88% of Online Banking Users use the Internet for more than 5 hours a week, representing
       that the Internet is becoming an integral part of ‘daily activity’.
   •   36% of Online Banking Users use and access the Internet for more than 21 hours a week and
       are categorized as heavy Internet users.
   •   28% of Online Banking Users use the Internet for 11-20 hours a week and 24% use the
       Internet for 5-10 hours a week which represents the moderate Internet User.
   •   10% of Online Banking Users use the Internet for less than 5 hours representing an evolving
       Internet user category.




                                                                                                      Page No 25 / 62
                                                                                                  http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                             Online Activities of Online Banking Users

                                                                             Work
                Online Activities                               Personal
                                                                            related
                Email                                            99%         96%
                Surfing                                          78%         57%
                Use search engine to find information            76%          68%
                Look up news online                              61%          38%
                Job Search                                       53%            -
                Chatting                                         51%         28%
                Answering surveys online                         45%         21%
                Online Bill Payments                             44%            -
                Online Shopping                                  42%            -
                Online Stock trading                             29%            -
                Astrological Predictions                         26%            -
                Participate in an online auction                 21%            -
                Look for religious / spiritual information       18%            -
                Look up news mobile                              17%          8%
                Matrimonial                                      14%            -
                Make a donation to a charity online               7%           3%
                Other                                             2%          2%
                Base                                             2240        2240

Personal online activities
•   99% use the Internet for e-mail; 78% for Surfing; 76% for Searching information’;
•   61% look up News Online, 53% Search for Jobs, 51% Chat;
•   45% Answer Surveys; 26% look up astrological predictions, 18% read religious information and
    17% look up news on their mobile.
•   44% of Online Banking Users prefer paying their Bills Online; 42% Shop Online, 29% conduct
    stock trading transactions, 21% participate in an Online Auctions and 7% donate online.


Work related online activities
•   96% of Online Banking Users use the Internet for e-mail;
•   57% for Surfing and 68% use it for Searching information.
•   38% of Online Banking Users look up News Online,
•   28% Chat and 21% Answer Surveys Online.




                                                                                             Page No 26 / 62
                                                                                         http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                           How did you hear about Online Banking Services?


         Communication / Advertisement to initiate Online Banking                      %
         Bank Officials told me                                                     57%
         Self-driven initiative                                                     45%
         Advertisement Print, TV, Radio, ATM, Poster in the Bank                    35%
         Advertisement Internet                                                      7%
         Friends / Peers                                                            17%
         Advertisement - Mobile                                                      6%
         Other                                                                       2%
         Base                                                                      2,240


How did the 35% of consumers who use ‘Online Banking Services’ come to know about
‘Online Banking’ as a channel?
•   57% of the Online Banking Users came to know about Online Banking Services from a bank
    official;
•   45% of the Online Banking Users learned on their own;
•   35% came to know of Online Banking Services through advertisements in Print, on TV and Radio,
    in ATMs and posters;
•   7% from online advertisements;
•   17% of the Online Banking Users came to know of Online Banking Services through friends and
    peers and 6% through mobile advertisements.




                                                                                         Page No 27 / 62
                                                                                     http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                    Where do you access your Online Banking Account from?



             100%

             80%                         73%
                          64%
             60%                   48%
                    41%
                                                          36%
             40%

             20%                                     9%                                    13%
                                                                       0% 5%          1%
              0%
                      Home           Office         Cyber café       Friend"s place   Mobile

                                          Online Banking Use    Generic Use


Base: 2240


For any financial transaction related Internet activity it is necessary to understand the
primary choice of Internet access to access Online Banking Services
•   41% of Online Banking Users access their online banking account from home;
•   48% of Online Banking Users access their online banking account from office;
•   9% of Online Banking Users access their online banking account from cyber cafes;
•   1% of Online Banking Users access their online banking account from their mobile (refers
    predominantly to banking alert services).




                                                                                                     Page No 28 / 62
                                                                                                 http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                      Frequency of Online Banking – Usage: Annual, Monthly


Started Online Banking Services since…


           100%
             80%
             60%
                        39%
             40%                          25%
                                                            17%                 15%
             20%                                                                                   4%
             0%
                     24+ months      13-24 months     7-12 months             1-6 months         < 1 month


Base: 2240
•   64% of the Online Banking Users have used Online Banking Services for over 1 year of which 39%
    have used the service for over 2 years and 25% during the last 13-24 months.
•   17% have used ‘Online Banking’ for 7-12 months and 15% for 1-6 months.
•   4% have used ‘Online Bill Payments’ for less than one month.


Number of times Online Banking Services are used in a month / week …


           100%
            80%
            60%
            40%                     28%             27%
                      15%                                           13%               14%
            20%                                                                                      2%
             0%
                   At least once Once every 2   Once in a         Once in a       Once in a        Others
                   a day or more   - 3 days      w eek            fortnight      month or less


Base: 2240
•   15% use Online Banking Services once a day or more.
•   28% use Online Banking Services ‘Once every 2-3 days’.
•   27% use Online Banking Services ‘Once a week’;
•   13% ‘Once a fortnight’ and 14% bank online ‘Once in a month or less’.
All the above statistics reflect the growing acceptance of Online Banking.




                                                                                                                 Page No 29 / 62
                                                                                                             http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                       Frequency of Online Banking – Usage: Day, Time Zone


Online Banking Services by days                    Online Banking Services by time


        100%                                               100%



         80%                                               80%



                                                           60%
         60%
                                    45%
                           39%
                                                           40%
         40%
                                                                           28%
                                                                                    20%
                 16%                                                                                17%
                                                           20%                              13%              15%
         20%
                                                                   7%

                                                            0%
          0%                                                      12am -   8am -   12pm -   3pm -   6pm -   9pm -
               Weekends Weekdays   All days                        8am     12pm     3pm      6pm     9pm    12am




Base: 2240                                         Base: 2240


•   16% of Online Banking Users use Online Banking Services over the weekend;
•   39% Bank Online on weekdays and 45% on weekdays and weekends. Online Banking Services
    give consumers a choice of conducting banking transactions on ‘Working Days & Holidays’.
•   7% of Online Banking Users Bank Online between 12 midnight and 8 am;
•   28% use Online Banking services between 8 am and 12noon,
•   20% between 12 noon and 3 pm and 13% between 3 pm and 6 pm.
•   17% pay bills between 6 pm and 9 pm and 15% between 9 pm and 12 midnight.
•   These numbers highlight the convenience of Online Banking to pay bills outside of traditional
    working hours.




                                                                                                                Page No 30 / 62
                                                                                                            http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                   Online Banking Users state ‘Important factors to Bank Online’



            100%

             80%

             60%        51%
                                        44%                                           43%
             40%
                                                       22%               20%
             20%

             0%
                   Very Convenient   Saves Time     Better control More information   All
                                                  over my finances available online


Base: 2240


Online Banking delivers phenomenal value to consumers. It is convenient, it saves time, it is easy to
use and it can be personalized. Consumers can access complete information about their accounts and
perform a variety of transactions, with the exception of cash withdrawals, with a few clicks.
•   51% of Online Banking Users say that convenience is the most important factor. Online banking
    lets them access their accounts from anywhere and at anytime.
•   44% say that online banking saves time. Online customers are fairly self-reliant and prefer like the
    fact that they can log on, find information, check their accounts, and make inquiries anytime.
•   22% say that online banking gives them better control over their finances. Features such as
    automatic bill payments help consumers make their bill payments on time, thereby avoiding late
    fees.
•   20% say they get more information online. Users can find relevant information quickly without
    having to visit a branch office about their account balances and history as well as about the
    various services offered by their bank.
•   43% say that all the factors are important.




                                                                                                Page No 31 / 62
                                                                                            http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


             Online Banking Users state ‘Single Most Important factor to Bank Online’



             100%
              80%
              60%
                       41%            38%
              40%
              20%                                       8%                6%                6%
               0%
                        All       Checking bank      Ease of     Ease w ith w hich I The ability to pay
                                    balances /     transferring   can check if my bills through my
                                   statements     money betw een payments have          bank site
                                                   my accounts        cleared


Base: 2240


•   41% of the Online Bank Users cite all reasons, including the ability to check bank balances
    statements’, check if payments have cleared’ and pay bills and the ease of transferring money
    between accounts, as Single Most Important factor to bank online.
•   38% of the Online Banking Users cite the ability to check bank balances and statements as the
    most important factor. Users can bank online round the clock, beyond traditional banking hours.
    In addition, they can save their banking transaction history in soft copy or get print outs.
•   8% of the Online Banking Users cite ease of transferring money between accounts as the most
    important factor. With 43% (refer ‘Online Banking Services & Number of Accounts’) using more
    than one online banking account, the usage of this service will increase.
•   6% of the Online Banking Users cite the ability to check clearance of payments as the most
    important factor. Online Banking Users can check the up to date status of their bank accounts
    from any place that has an Internet connection, without having to go to a branch.
•   6% of Online Banking Users cited the ability to pay bills through their online bank account as an
    important factor. Features such as automatic bill payment help users avoid late fees (For a
    detailed Report on Online Bill Payment, Please read IAMAI’s Online Bill Payment Research Report
    2006).




                                                                                                         Page No 32 / 62
                                                                                                     http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


               Information Transactions Consumers do on Online Banking Sites –
                                       Account Balances & Statements


     Account Balances / Statement Information                                                                         %
     1.   Real-time account balances                                                                              81%
     2.   Statement information / ordering                                                                        60%
     3.   Real time transaction histories                                                                         55%
     4.   Online Statements Generated in a easy read / print / save PDF                                           54%
Base: 2240
•   Checking up-to-the-minute account balances is the primary activity of Online Banking Users. 81%
    of the Online Banking Users used online banking to view their account balances.
•   60% of the Online Banking Users used online banking to check or request statements.
•   55% of the Online Banking Users viewed transaction history on their bank’s website.
•   54% used online banking to get e-statements after regular banking hours. Users can get their
    online statements in easy to read / print / save formats.


             Banking Channel preference as attached with Information Transactions


            100%      73%                              77%                           73%

             50%                 18%
                            3%         6%                    8% 11% 4%                     11% 10% 5%
              0%
                       Account balances                Transaction histories /      Statement information /
                                                             updates                      ordering

                                            Internet   Branch     ATM     Phone Banking


Base: 2240
•   73% of the Online Banking Users who do information-based transactions prefer viewing their
    account balances online, 3% at their branch, 18% through ATMs and 6% via phone banking.
•   77% of the Online Banking Users who do information-based transactions prefer viewing their
    Transaction Histories/ Updates on the Internet, 8% at their Branch and 11% through ATMs.
•   73% of the Online Banking Users who do information-based transactions prefer viewing their
    statement history/ updates on the Internet.




                                                                                                                  Page No 33 / 62
                                                                                                              http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’

                    Information Transactions Consumers do on Online Banking Sites –
                                               Cheque books & reconciliation


    Cheque Books / Cheque Reconciliation                                                                                           %
    1.    Order Cheque Books                                                                                                   53%
    2.    Cheque reconciliation & tracking                                                                                     24%
    3.    Stop Cheques / Automated service requests for stop cheques                                                           21%
    4.    Order Deposit Slips                                                                                                  14%
Base: 2240
•        53% of the Online Banking Users have ordered their cheque books online.
•        24% prefer cheque reconciliation and tracking on their bank’s website. This is especially crucial
         whilst expecting funds to be cleared in the user account or whilst issuing checks or just wanting to
         issue a stop payment on particular check.
•        21% of the Online Banking Users have used their Bank Website for Stop Cheques / Automated
         service requests for stop Cheques.
•        14% of the Online Banking Users have ordered deposit slips on their bank’s website.


                Banking Channel preference as attached with Information Transactions


                100%
                         50%                      55%                                                45%
                                                        31%               41% 37%
                 50%           28%                                                             31%
                                     12% 11%                                             18%               14% 9%
                                                              5% 9%                 4%
                    0%
                         Order Cheque Books      Cheque reconciliation     Stop Cheques        Order Deposit Slips
                                                      & tracking

                                                  Internet    Branch     ATM   Phone Banking


Base: 2240
•        50% of the Online Banking Users who do information-based transactions prefer ordering their
         cheque books on the Internet; 28% with the branch; 12% at the ATM and 11% through phone
         banking. 55% of the Online Banking Users who do information-based transactions prefer doing
         cheque reconciliation and tracking on the Internet; 31% with their branch; 5% through ATMs and
         9% through phone banking
•        41% of the Online Banking Users prefer online requests for stop cheques/ automated service
         requests for stop cheques; 37% with their branch; 4% through ATMs and 18% through phone
         banking. 31% of the Online Banking Users who do information based transactions prefer Ordering
         their Deposit Slips on the Internet; 45% from a branch; 14% at the AMT and 9% through phone
         banking.


                                                                                                                         Page No 34 / 62
                                                                                                                     http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


    Information Transactions Consumers do on Online Banking Sites – Credit & Debit Cards


      Credit / Debit / ATM Card                                                                                    %
      1.   Credit card and Debit card transaction history & updates                                             42%
      2.   Check status of account in credit card                                                               27%
      3.   Reporting ATM / Credit Card loss                                                                     19%
      4.   Apply for Credit Cards                                                                               15%
Base: 2240
•    42% of Online Banking Users have viewed credit card and debit card transaction history and
     updates on their bank’s website.
•    27% prefer checking the status of their credit card accounts on their bank’s website. This a useful
     service as it helps users avoid paying bills late and incurring a late fee as users can view the last
     payment received date, last payment amount, payment due date and next statement date.
•    19% have reported ATM / credit card loss on their bank’s website.
•    15% have applied for credit cards on their bank’s website.




             Banking Channel preference as attached with Information Transactions


             100%    68%                    67%
                                                                                 34%     47%
                                                                   30%31%                   33%
              50%        16% 7% 9%              15% 6% 12%                  5%                    4% 16%
               0%
                    Credit card and Debit   Check status of      Reporting ATM /credit Apply for Credit Cards
                      card transaction    account in credit card      card loss
                     history & updates

                                           Internet   Branch    ATM    Phone Banking


Base: 2240
•    68% of Online Banking Users who do information-based transactions prefer to use their bank’s site
     for history and updates on credit card and debit card transactions.
•    67% of Online Banking Users who do information-based transactions prefer to use their bank’s
     Website to check the status of their credit card account.
•    30% of Online Banking Users who do information-based transactions prefer to use their bank’s
     website to report ATM/ credit card loss.
•    47% prefer to apply for credit cards online.




                                                                                                               Page No 35 / 62
                                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                Information Transactions Consumers do on Online Banking Sites –
                                         Demat, FD, DD, Pay Orders
     Demat / Fixed Deposits / DD / Pay orders                                                                           %
         1.    Demat Account - Information                                                                          27%
         2.    DD / Pay Orders / Overdrafts - Information                                                           23%
         3.    Fixed Deposits - Information                                                                         23%
Base: 2240
•   27% of Online Banking Users view information regarding their demat account on their bank’s
    website.
•   Consumers who have linked their demat account to their Internet banking account can View their
    holdings, and transaction statements and check the status of requests such as demat request,
    transfer instruction and pledge request, check personal details, Check the ISIN of securities, check
    settlement details like pay-in and pay-out dates of a settlement, check ledger balances, request
    for a transfer instruction booklet and check details of bills.
•   23% have accessed information about their DD, Pay Orders, Overdrafts and Fixed Deposits on
    their bank’s website.


              Banking Channel preference as attached with Information Transactions


              100%
                       63%                                    56%                    56%
              50%            26%                        31%                                34%
                                   4%   7%                          4% 10%                       3%   7%
               0%
                     Demat Account Information     DD / Pay Orders / Overdrafts    Fixed Deposits Information

                                             Internet   Branch      ATM   Phone Banking


Base: 2240
•   63% of Online Banking Users who do information-based transactions prefer using their bank’s
    website for information on their demat account; 26% prefer their branch, 4% the ATM and 7%
    phone banking.
•   31% of Online Banking Users who do information-based transactions prefer using their bank’s site
    for DD/ Pay Orders / Overdrafts; 56% prefer their branch; 4% the ATM and 10% phone banking.
•   56% of Online Banking Users who do information-based transactions prefer checking information
    on their fixed deposits on the Internet, 34% at their branch, 3% at the ATM and 7% through
    phone banking.




                                                                                                                    Page No 36 / 62
                                                                                                                http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


            Information Transactions Consumers do on Online Banking Sites - Loans


     Loans                                                                                                            %
     1.   Details of loans (Car / Home / Personal etc.)                                                           17%
     2.   Apply for Loans (Car / Home / Personal etc.)                                                            11%
Base: 2240
•   17% of Online Banking Users have accessed details of loans (Car / Home / Personal etc) on their
    bank’s website
•   11% have applied for loans (Car / Home / Personal etc) on their bank’s website.


             Banking Channel preference as attached with Information Transactions


            100%
                         52%                                                      46%
             50%                  33%                                    39%

                                            4%         12%                                         12%
                                                                                           3%
              0%
                   Details of loans (Car / Home / Personal etc.)   Apply for Loans (Car / Home / Personal etc.)

                                            Internet    Branch     ATM   Phone Banking


Base: 2240
•   52% of Online Banking Users who do information-based transactions prefer using their bank’s
    website for details of loans (Car/ Home/ Personal), 33% prefer their branch, 4% the ATM and 12%
    phone banking.
•   39% of the Online Banking Users who do information-based transactions prefer to apply for loans
    (Car/ Home/ Personal etc) on their bank’s website; 46% prefer their branch, 3% the ATM and
    12% Phone Banking.




                                                                                                                  Page No 37 / 62
                                                                                                              http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


     Information Transactions Consumers do on Online Banking Sites – Complains, TDS


     Miscellaneous – Complains / TDS                                                                     %
     1.   Complaints on discrepancy in account etc.                                                  25%
     2.   Details of TDS                                                                             10%
Base: 2240
•   25% of Online Banking Users prefer complaining about discrepancies in their bank account etc on
    their bank’s website. This is an opportunity for banks to understand their consumers’ problems
    and continuously deliver better customer service.
•   10% of Online Banking Users have viewed details of TDS on their bank’s website.


             Banking Channel preference as attached with Information Transactions


            100%

                           42%                                      49%
             50%                 34%                                        36%
                                                    21%
                                         4%                                         5%     10%
              0%
                     Complaints on discrepancy in account                    TDS Details

                                         Internet    Branch   ATM   Phone Banking


Base: 2240
•   42% of Online Banking Users who do information-based transactions use their bank’s website for
    complaining about discrepancies in their accounts, 34% prefer their branch, 4% the ATM and 21%
    phone banking.
•   49% of Online Banking Users view details of TDS on their bank’s website; 36% use their branch,
    5% use the ATM and 10% phone banking.




                                                                                                     Page No 38 / 62
                                                                                                 http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


               Do you use Online Banking Services to do Financial Transactions?



                                    100%


                                     80%        74%


                                     60%


                                     40%
                                                               26%

                                     20%


                                      0%
                                                Yes             No


                                 Base: 2240


‘Two global best practices have helped increase consumer adoption of financial transaction online.
First, banks, offering online banking, have made bill payment the centerpiece of their online offering—
not an add-on service. Second, successful banks are focusing significant resources on educating and
galvanizing their branch staff. For newcomers to online banking, encouragement and explanation by a
branch staff has proven to tip the scales from awareness to action – and this is endorsed by our online
banking report’


Three drivers that will ensure increased adoption of online financial transactions are: 1) electronic
payments clear faster than cheques; 2) half of all banking transactions today no longer involve human
interaction and 3) Online users     are comfortable with a self-service model and this will drive online
banking consumers to go beyond information transactions.
•   74% (73.6%) of Online Banking Users do financial transactions online. Primary activities include
    transferring funds, paying bills, repaying loans, settling credit card, utility bills etc, and purchasing
    financial instruments and certificates of deposit. [*73.60% equivalent to 1649 respondent base]
•   26% (26.3%) of Online Banking Users do not do financial transactions, using the service only for
    information transactions. Banks need spread awareness about the convenience and security of
    online banking to help these users move from information transactions to financial transactions.




                                                                                                   Page No 39 / 62
                                                                                               http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


         Financial Transactions Consumers do on Online Banking Sites – Transfer of funds


    Transfer of funds                                                                                                    %
    1.   Transfer of funds Account-to-account (to your account)                                                      76%
    2.   Transfer of funds Account-to-account (to another bank account /
                                                                                                                    62%
         third party accounts)
Base: 1649
•    76% of Online Banking Users (who do financial transactions) have transferred funds from one
     account to another of their accounts.
•    62% of the Online Banking Users (who do financial transactions) have transferred funds from
     their bank account to third-party accounts through their bank’s website.


                Banking Channel preference as attached with Financial Transactions


              100%         83%
               80%                                                     69%

               60%
               40%                                                             25%
               20%                 12%
                                            3%         2%                               3%      2%
                0%
                      Transfer of funds Account-to-account (to    Transfer of funds Account-to-account (to
                                    your account)                         your third party account)

                                            Internet    Branch   ATM   Phone Banking


Base: 1649
•    83% of Online Banking Users (who do financial transactions) prefer to transfer funds from one
     account to another through the Internet; 12% prefer a branch, 3% prefer ATMs and 2% phone
     banking.
•    69% of Online Banking Users (who do financial transactions) prefer to transfer funds to a third-
     party account through the Internet; 25% prefer a branch, 3% prefer ATMs and 2% phone
     banking.




                                                                                                                 Page No 40 / 62
                                                                                                             http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


    Financial Transactions Consumers do on Online Banking Sites – Pay Bills or Shop Online


    Pay Bills or Shop Online                                                                                                     %
    1.   Pay bills (electricity, telephone, cell phone)                                                                     63%
    2.   Pay for Credit card bills                                                                                          55%
    3.   Use my bank account as a channel of payment to shop online with
                                                                                                                            43%
         direct debit to bank account
Base: 1649
•    63% of Online Banking Users (who do financial transactions) have paid their bills (electricity,
     telephone, cell phone) on their bank’s website. (For a detailed Report on Online Bill Payment,
     Please read IAMAI’s Online Bill Payment Research Report).
•    55% of Online Banking Users (who do financial transactions) pay their credit card bills on their
     bank’s website.
•    43% of the Online Banking Users (who do financial transactions) use their online bank account to
     shop online with a direct debit to the account.


                Banking Channel preference as attached with Financial Transactions


              100%       77%                                 72%                            71%
               80%
               60%
               40%             16%                                 17%                            18%
               20%                    5%    3%                            8%    3%                      4%    6%
                0%
                          Pay bills (electricity,           Pay for Credit cards bills   Use my bank account as a
                         telephone, cellphone)                                           channel of payment to shop
                                                                                          online "direct debit to bank
                                                                                                    account

                                                 Internet    Branch      ATM     Phone Banking


Base: 1649
•    77% of Online Banking Users (who do financial transactions) prefer paying their bills (electricity/
     telephone/ cell phone) on their bank’s website; 16% prefer their branch, 5% an ATM and 3%
     phone banking.
•    72% of Online Banking Users (who do financial transactions) prefer paying their credit Card bills
     on their bank’s website; 17% prefer their branch, 8% the ATM and 3% Phone Banking.
•    71% of the Online Banking Users (who do financial transactions) prefer using their online bank
     account to shop online, with direct debit to the account.




                                                                                                                         Page No 41 / 62
                                                                                                                     http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Financial Transactions Consumers do on Online Banking Sites – Order a FD, DD, Overdraft…


    Order FD, DD, Overdraft                                                                                            %
    1.   Request for a Demand Draft / Pay orders                                                                   35%
    2.   Request a new Fixed Deposit                                                                              21%
    3.   Request for a Overdraft Order                                                                            11%
Base: 1649
•    35% of Online Banking Users (who do financial transactions) have requested demand drafts and
     pay orders through their bank’s website.
•    21% of Online Banking Users (who do financial transactions) have requested new fixed deposits
     through their bank’s website. Online Banks allow for Automatic Renewals and Transferring of
     Funds from ‘Other Accounts’.
•    11% of Online Banking Users (who do financial transactions) have requested for overdrafts
     through their bank’s website.



                Banking Channel preference as attached with Financial Transactions


              100%
               80%
                                                             53%                           51%
               60%            45%
                        40%                                                          37%
               40%                                     30%
                                                                         15%
               20%                  5% 10%                         3%                            3%
                                                                                                      9%
                0%
                     Request for a Demand Draft / Request for a Overdraft Order Request a new Fixed Deposit
                             Pay orders

                                            Internet   Branch      ATM    Phone Banking


Base: 1649
•    40% of Online Banking Users (who do financial transactions) prefer their bank’s website to request
     a demand Draft/ Pay Order; 45% prefer their branch, 5% the ATM and 10% phone banking.
•    30% of Online Banking Users (who do financial transactions) prefer their bank’s website to request
     an overdraft; 53% prefer their branch, 3% the ATM and 15% phone banking.
•    37% of Online Banking Users (who do financial transactions) prefer their bank’s website to request
     a new fixed deposit; 51% prefer their branch and 9% phone banking.




                                                                                                               Page No 42 / 62
                                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                                   Satisfaction Index – Site Architecture


                                                               Neither
                                       Very                   Satisfied                        Very
    Site Architecture                            Satisfied                  Dissatisfied
                                    Satisfied                    nor                       Dissatisfied
                                                             dissatisfied
    Look & feel of the website         49%         43%           7%             1%              0%
    Ease of accessing the
                                       47%         43%           9%             1%              0%
    website
    Range of services available        38%         46%          14%             2%              0%
    Ease of locating the correct
                                       37%         43%          16%             4%              1%
    information
Base: 1649


A feature-rich online banking platform improves site stickiness and, more important, customer
stickiness. It’s crucial to deliver user experience which includes tools that are easy & simple to use.
•    49% of Online Banking Users (who do financial transactions) are Very Satisfied’ with the ‘look and
     feel of the website’, 43% are Satisfied, 7% are neither Satisfied nor Dissatisfied’ and 1% are
     Dissatisfied.
•    47% of Online Banking Users (who do financial transactions) are Very Satisfied with the ‘ease of
     accessing the website’, 43% are Satisfied, 9% are neither Satisfied nor Dissatisfied and 1% are
     Dissatisfied.
•    38% of Online Banking Users (who do financial transactions) are Very Satisfied with the range of
     services available, 46% are Satisfied, 14% are neither Satisfied nor Dissatisfied and 2% are
     Dissatisfied.
•    37% of Online Banking Users (who do financial transactions) are Very Satisfied with the ease of
     locating correct information, 43% are Satisfied, 16% are neither Satisfied nor Dissatisfied, 4% are
     Dissatisfied and 1% is Very Dissatisfied.




                                                                                                 Page No 43 / 62
                                                                                             http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                                 Satisfaction Index – Query Resolution


                                                             Neither
                                   Very                      Satisfied                       Very
    Query Resolution                         Satisfied                    Dissatisfied
                                 Satisfied                     nor                       Dissatisfied
                                                           dissatisfied
    Query resolution - Emails       30%        41%             21%            6%              2%
    Query resolution - SMS          20%        32%             39%            7%              3%
    Query resolution - Online       25%        37%             29%            7%              2%
    Request posting (request
                                    33%        45%             19%            3%              1%
    for cheque books, etc.)
Base: 1649


Banks can use their online presence to improve deliver better customer service as more and more
Online Banking Users seek to resolve their queries online.
•    Queries resolved by Email: 30% of Online Banking Users (who do financial transactions) are Very
     Satisfied, 41% are Satisfied, 21% are neither Satisfied nor Dissatisfied, 6% are Dissatisfied and
     2% are Very Dissatisfied.
•    Queries resolved by SMS: 20% of Online Banking Users (who do financial transactions) are Very
     Satisfied, 32% are Satisfied, 39% are neither Satisfied nor Dissatisfied, 7% are Dissatisfied and
     3% are Very Dissatisfied
•    Queries resolved online are mainly attached with pop-up alerts regarding posting of information
     and financial transactions. 25% of Online Banking Users (who do financial transactions) are Very
     Satisfied, 37% are Satisfied, 29% are neither Satisfied nor Dissatisfied, 7% are Dissatisfied and
     2% are Very Dissatisfied.
•    Request for cheque books, deposit slips etc: 33% of Online Banking Users (who do financial
     transactions) are Very Satisfied, 45% are Satisfied, 19% are neither ‘Satisfied’ nor Dissatisfied,
     3% are ‘Dissatisfied’ and 2% are Very Dissatisfied.




                                                                                               Page No 44 / 62
                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                            Satisfaction Index – Technological Architecture


                                                               Neither
    Technological                   Very                      Satisfied                         Very
                                               Satisfied                     Dissatisfied
    Architecture                  Satisfied                      nor                        Dissatisfied
                                                             dissatisfied
    Speed of transactions           41%           39%            15%                 4%          2%
    Extent of downtimes
                                    23%           41%            27%                 7%          2%
    (website not functional)
Base: 1649


•    Speed of Transactions on their Bank Website: The speed with which a consumer can perform an
     online banking transaction is directly related to customer satisfaction. 41% of Online Banking
     Users (who do financial transactions) are Very Satisfied, 39% are ‘Satisfied’, 15% neither
     ‘Satisfied’ nor ‘Dissatisfied’, 4% ‘Dissatisfied’ and 2% ‘Very Dissatisfied’.
•    Extent of Downtime (Website / Page Not functional): This aspect has to be handled with care as
     the USP of online banking is the ability to bank anytime. 23% of Online Banking Users (who do
     financial transactions) are Very Satisfied, 41% are Satisfied, 27% are neither ‘Satisfied’ nor
     ‘Dissatisfied’, 7% are ‘Dissatisfied’ and 2% are ‘Very Dissatisfied’.




                                                                                                  Page No 45 / 62
                                                                                              http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


               Customer Service / Support received for Online Banking Services


          Customer Service / Support            Online        Email         SMS        None
          Frequently asked questions               56%         62%          21%         10%
          Transaction alerts                       44%         58%          41%           7%
          Statements                               54%         64%          17%           8%
          Query Resolution                        -            79%          20%         16%
          Online Demo                              66%         -           -            34%
Base: 1649


In an evolving self-service banking culture, banks will have to proactively provide Online
Banking Users with information and alerts across many touch points. It has to enable them to get
information and perform transactions with ease and without any human intervention.
•   FAQ or frequently asked questions: 56% of Online Banking Users check FAQs online, 62% have
    received them via email, 21% have received them via SMS and 10% haven’t received any.
•   Email & SMS alerts: These alerts help banks deliver up to date information on all transactions to
    customers and also raise appropriate alarms on fraudulent transactions. 44% of Online Banking
    Users have received transaction alerts online; 58% have received them via Email; 41% have
    received them via SMS alerts, 7% haven’t received any alerts.
•   Statements online / email / SMS: 54% of Online Banking Users get their statements online, 64%
    by email, 17% by SMS (mini-statements) and 8% haven’t received any.
•   79% of Online Banking Users (who do financial transactions) get their queries resolved by email,
    20% by SMS and 16% haven’t had their queries resolved across any touch point.
•   59% of Online Banking Users receive phone banking support on their online banking queries 24x7
    and 26% receive support only between 9 am and 5 pm.
•   Online demos help handhold new customers and can         be a good tool to visually answer simple
    queries. It can also serve as a self-learning tool and help pre-qualified customers learn how to use
    basic and advanced services. 66% of Online Banking Users say their banks have an online demo
    and 34% say their banks have no online demo.




                                                                                               Page No 46 / 62
                                                                                           http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


            Why haven’t you started doing financial transactions on Banking Sites?


       I do not know how to transfer money online                                       22%
       I have security concerns on financial transactions                               43%
       Prefer to conduct transfer transactions face-to-face at my bank                  39%
       Bank’s website is not user friendly                                              10%
       None of my banks offer it                                                          2%
       Other                                                                              8%
Base: 591


26% (26.3%) of the Online Banking Users do not do financial transactions, using the service only for
information transactions. It’s, therefore, critical to understand the reasons for not using online
transactional services.
•   I do not know how to transfer money online: 22% of Online Banking Users haven’t started doing
    financial transactions on banking websites because ‘they don’t know how to’. This is an audience
    that will benefit the most from on-site demos and lucid FAQs. Banks can also consider setting up
    demonstration kiosks at ATMs and in their branches.
•   Security concerns: 43% of Online Banking Users haven’t started doing financial transaction on
    banking websites because they have security concerns.
•   Prefer Face to Face Banking: 39% of Online Banking Users haven’t started doing financial
    transactions on banking websites because they prefer to do it face to face.
•   Website is not user friendly: 10% of Online Banking Users haven’t started doing financial
    transactions online as their bank’s website is not user friendly.
•   Bank does not offer it: 2% of Online Banking Users haven’t started doing financial transactions
    online because their bank does not offer it.




                                                                                           Page No 47 / 62
                                                                                       http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


        How soon will you start doing financial transactions on Online Banking sites?



            100%

            80%                                                               68%

            60%

            40%

            20%      12%
                                 7%                                                        7%
                                            3%         2%         1%
             0%
                   Within a   1-3 months 4-6 months    6 -12   13 months+   Can’t Say   Not Likely
                   month                              months


Base: 591


It is crucial for banks to encourage customers who use online banking for information transactions to
start doing financial transactions to improve ROI from the investment in building an e-Infrastructure.
•   24% of the Online Banking Users who do information transactions are likely to start transferring
    funds and using online banking for other financial transactions in less than 13 months.
•   12% of the Online Banking Users who do information transactions will start doing financial
    transactions on their bank’s website within a month, 7% in 1-3 months, 3% in 4-6 months, 2% in
    7-12 months, 1% within 13 months and 7% are not likely to do financial transactions online.
•   68% of Online Banking Users who do information transactions cannot say when they will start
    doing financial transactions on their bank’s website.




                                                                                                         Page No 48 / 62
                                                                                                     http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                      Why Netizens don’t you use Online Banking Services?



           100%
            80%
            60%
                      36%             29%             29%
            40%                                                       25%            23%
                                                                                                     11%
            20%
             0%
                      Never       Privacy of my      Prefer to        Security    Not sure how    None of my
                   considered      information       conduct       concerns on      to use it    banks offer it
                   using online                       banking         financial
                     banking                      activities face- transactions
                                                      to-face


Base: 4125 - Not banking Online: 3660 + Used Online Banking & Stopped: 465


65% [64.81%] of the respondent base – 4125 respondents -- are not using Online Banking Services.
It is crucial to understand why they are not using these services despite the fact that they are
convenient, easy to use save time and are available 24 hours.
•   36% of the respondents have not used online banking services as they have never considered it.
•   29% have not used online banking services as they have concerns about the privacy of their
    information.
•   29% have not used online banking services as they prefer conducting it face to face.
•   25% have not used online banking services as they believe it is not secure.
•   23% have not used online banking services as they are not sure how to use it.
•   11% have not used online banking services as their banks do not offer it.




                                                                                                                  Page No 49 / 62
                                                                                                              http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


           What would encourage Netizens to start using Online Banking Services?



           100%

             80%

             60%          50%

             40%                             29%                29%                28%
                                                                                                      23%
                                                                                                                         18%
             20%

               0%
                    B ank guarantees    B ank pro vides    Clearly explain  B ank reduces      I will never bank     If I can access
                       that o nline    o nline custo mer    pro cess with fees / charges fo r thro ugh Internet    the Internet mo re
                     banking is safe   suppo rt service        o nline           o nline                                 frequently
                       and secure                          demo nstratio n  transactio ns



Base: 4125


65% [64.81%] of the respondent base – 4125 respondents -- are not using online banking services.
It is, therefore, important to understand what initiatives or incentives will encourage these
respondents to begin using online banking.
•   50% of the respondents would be encouraged to start using online banking services if given a
    guarantee that they are secure.
•   29% would be encouraged to start using online banking services if they are provided online
    customer support.
•   29% would be encouraged to start using online banking services if they are given a clear online
    demonstration.
•   28% would be encouraged to start using online banking services if there was a reduction in fees/
    charges.
•   18% of the respondents would start using online banking services if they can access the Internet
    more frequently.
•   23% of the respondents say they will not bank online.




                                                                                                                                       Page No 50 / 62
                                                                                                                                   http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                     Appendix A – Geographic Location of - Online Banking User

                        North                                                   South

Bihar - Patna, Bhagalpur, Dhanbad                       Andhra Pradesh - Bhimavaram, Hyderabad,
                                                        Secunderabad, Vijayawada, Visakhapatnam, Guntur,
Delhi -Noida, New Delhi,                                Nellore, Tirupati, Kolar, Eluru, Kakinada, Rajamundry

Himachal Pradesh - Shimla, Dehradoon                    Karnataka - Bangalore, Mangalore, Hubli, Mysore,
                                                        Udupi, Karwar, Ramagundam, Hospet,
Jharkhand - Ranchi

Uttar Pradesh - Allahabad, Agra, Bareilly, Ghaziabad,   Kerala - Kottayam, Alappuzha, Calicut, Cochin, Kollam,
Mau, Lucknow, Meerut, Varanasi, Kanpur, Bhadohi,        Kottayam, Kannur,
Haldwani, Haridwar
                                                        Tamilnadu - Coimbatore, Kanchipuram, Chennai,
Rajasthan- Jaipur, Jodhpur, Kota, Bhilwara              Hosur, Madurai, Ooty, Pondicherry, Tirupur, Vellore,
                                                        Villupuram, Tirunelveli, Trichy, Karur, Nagapattinam
Punjab -Amritsar, Chandigarh, Jalandhar, Ludhiana,
Mohali, Hoshiarpur, Moga, Patiala, Barnala

Haryana - Ambala, Faridabad, Gurgaon


                           East                                                  West

West Bengal -Kolkata, Chandannagar, Durgapur,           Maharashtra - Aurangabad, Bhiwandi, Jalgaon, Kalyan,
Jalpaiguri, Jamshedpur, Lakhimpur                       Khamgaon, Kolhapur, Manmad, Mumbai, Nagpur,
                                                        Nanded, Nashik, Palghat, Paradwip, Pune, Raigarh,
Sikkim - Gangtok                                        Rajpur, Sangli, Thana
Assam- Guwahati                                         Goa
Orrisa - Bhubaneshwar, Cuttack, Rourkela                Madhya Pradesh -Gwalior, Indore, Bhopal, Bhilai,
                                                        Ujjain

                                                        Gujarat -Jamnagar, Junagadh, Neyveli, Rajkot,
                                                        Silvassa, Surat, Vapi, Ahmedabad, Bhuj, Gandhinagar,
                                                        Amreli, Anand, Vadodara, Bharuch, Ankleshwar




                                                                                                     Page No 51 / 62
                                                                                                 http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                                             Appendix B
                            Online Users yet to start Banking Online



                                  100%

                                   80%
                                                   58%
                                   60%

                                          35%
                                   40%

                                   20%                       7%

                                    0%
                                            Yes     No      Used it
                                                           before &
                                                           stopped


                               Base: 6365


It is important to understand why Internet users don’t bank online despite the advantages. Banks
must ‘realize’ and accommodate these ‘reasons’ to increase adoption of online banking.
•   35% of the respondents use Online Banking, 58% do not use Online Banking and 7% have used it
    before and stopped.
•   The next few pages profile the demographics of ‘58.50% - 3660’ respondents who are termed as
    ‘Users who have not started using Online Banking Services’




                                                                                             Page No 52 / 62
                                                                                         http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


              Yet to start Banking Online! A Demographic Profile – Age, Gender

By Age

           100%
            80%
            60%                        43%
                          36%                35%
            40%     25%
                                                        19% 19%
            20%                                                           10% 9%
                                                                                                2% 1%
            0%
                   18-25 years        26-35 years      36-45 years       46-60 years            61+ years

                                               Bank Online   Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•   36% of users who don’t bank online are in the 18-25 age group.
•   35% are in the 26-35 age group.
•   19% are in the 36-45 age group.
•   9% are in the 46-60 age group
•   1% is in the 61+ age group.


By Gender

           100%                 83%
            80%                              68%

            60%
            40%                                                                           32%
                                                                           17%
            20%
            0%
                                      Male                                       Female

                                               Bank Online   Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•   68% of users who don’t bank online are male and 32% are female.




                                                                                                                Page No 53 / 62
                                                                                                            http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


          Yet to start Banking Online! A Demographic Profile –Marital Status, Qualification

By Marital Status

              100%
               80%
               60%                51%
                          43%                                                  43%    38%
               40%
                                                     14%    9%
               20%                                                                                           2%
                                                                                                        1%
                0%
                             Unmarried          Married w ithout kids       Married w ith kids    Divorced / Separated

                                                      Bank Online       Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•    51% of users who don’t bank online are ‘unmarried’.
•    9% are ‘married without kids’.
•    38% are ‘married with kids’.
•    2% are ‘divorced / separated’.




By Educational Qualification

    50%                                                          42%     44%                43%
    40%                                                                                           30%
    30%
                                               17%
    20%                                  10%
                     3%                                                                                           3%      6%
    10%        2%
     0%
              Upto SSC/HSC             Some college          Graduate / Post-      Graduate / Post-   Other - please specify
                                 (Including. Diploma) but Graduate General (BA, Graduate Professional
                                      not a graduate      BSC. MSC, Bcom etc.)

                                                      Bank Online       Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•    74% of users who don’t bank online are Graduate /Post Graduates.
•    17% have some college (including diploma but not graduate) education.
•    3% are SSC/ HSC qualified.




                                                                                                                           Page No 54 / 62
                                                                                                                       http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’



      Yet to start Banking Online! A Demographic Profile – Occupation, Plastic Ownership

By Occupation

    50%
    45%
    40%
    35%                                                            29%
    30%
    25%
               18%                                                                 16%                                                    17%
    20%                                                                  15%
    15%                                            1    1
                                                    2% 1 %                                         12% 1 %
                                                                                                        1                             1
                                                                                                                                     1%
                                      7% 8%                                              9%
    10%   5%                5%                                                                                     6% 5%
     5%                2%
     0%
          Student     Clerical /      Officer /    Executive -     Executive -    Executive -   Self emplo yed B usinessman           Others
                     Salesperso n    superviso r     junio r        mid level       senio r     pro fessio nal  / Industrialist


                                                       B ank Online    Do n't B ank Online


Base: Bank Online: 2240 | Don’t Bank Online: 3660


•    35% of users who don’t bank online are at an executive level (including junior, mid and senior
     executive level).
•    18% are students, 16% are self employed/ businessmen and 8% are officers/ supervisors.




By Plastic ownership

            100%            86%
                                                                                 78%
               80%                  69%             65%
               60%
                                                                                         38%
               40%                                           28%
                                                                                                                     20%
               20%                                                                                           2%
                0%
                            ATM Card                Credit Card                  Debit Card                      None

                                                       Bank Online       Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•    69% of users who don’t bank online own ATM cards
•    28% of users who don’t bank online own credit cards.
•    38% of users who don’t bank online own debit cards




                                                                                                                                      Page No 55 / 62
                                                                                                                                  http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’



Yet to start Banking Online! A Demographic Profile – Online Card Usage, Vehicle Ownership

By Online Usage

           100%                                                                         80%
            80%
            60%
                     31%                31%                   33%
            40%                                                                   22%
                            12%                8%
            20%                                                       3%
             0%
                      Credit Card        Debit Card       Both Credit and Debit     None
                                                                 Card

                                          Bank Online   Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•   12% of users who don’t bank online use their credit cards online.
•   8% use their debit cards online.
•   3% use both their credit and debit card online




By Vehicle Ownership

           50%       42%                41%
           40%                                33%                                       34%
           30%             25%                                       24%
                                                              22%                 21%
           20%
           10%
            0%
                   Car/ 4-w heeler      Motorbike               Scooter             None

                                         Bank Online    Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•   25% of users who don’t bank online own a 4 wheeler.
•   33% own a motorbike.
•   24% own a scooter.




                                                                                                  Page No 56 / 62
                                                                                              http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                   Yet to start Banking Online! A Demographic Profile – ‘State | Cities’

By State



     40%
             29%
                24%
                       18%
                         13%
     20%                          12%  10%
                                10%   8%       6%   5%       6%                4%                                                        7%
                                             5%            5%          3% 4% 3%             3%3% 2%3% 2% 2% 2%1% 5%
                                                      4%
      0%
                                                  u




                                               sh
                      hi




                                                                                            sh
                                                                       at
                                                 a




                                                  l




                                                                                                                         r
                                                h
              ra




                                                                                                               na
                                                                                   an




                                                                                                     la




                                                                                                                                     s
                                              ga
                                              ad




                                                                                                                       ha
                                             ak




                                              es




                                                                                                                                  er
                   el




                                                                    ar




                                                                                                   ra
                                                                                          de
            ht




                                            de




                                                                                 th




                                                                                                             ya
                                           en
                           N




                                                                                                                                th
                                                                                                                    Bi
                   D




                                           ad
                                           at




                                                                  uj




                                                                                                 Ke
         as




                                                                               as
                                          ra




                                                                                        ra




                                                                                                          ar
                           il




                                                                                                                              O
                                         rn




                                                                  G
                                        tB
                                        Pr
                          m
       ar




                                       rP




                                                                                        P
                                                                            aj




                                                                                                          H
                                      Ka
                        Ta




                                     es
     ah




                                                                         R


                                                                                    a
                                     ra
                                   tta




                                                                                  hy
                                  W
    M




                                 dh
                                 U




                                                                                ad
                               An




                                                                               M
                                                    Bank Online       Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660

•    24% of users who don’t bank online are from Maharashtra; 13% from Delhi; 12% from Tamil
     Nadu; 10% from Karnataka; and 6% from Uttar Pradesh& West Bengal
•    4% each from Andhra Pradesh, Gujarat and Rajasthan; 3% each from Madhya Pradesh and Kerala
•    2% from Haryana; 1% from Bihar and 7% from other states.




                                                                                                                                 Page No 57 / 62
                                                                                                                             http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


                     Yet to start Banking Online! A Demographic Profile – ‘State | Cities’

Top 12 cities by %
                                                                                                                                       46.47%

    40%                                                                                                                        30.45%
          23%
                 17%
    20%      14%    13%
                                  7% 6% 6% 4%
                                                     4% 4%   3% 3%       3% 2%      2% 1%      2% 2%    2% 2% 1% 1%     1% 1%
    0%
            i




                                  i




                                                       a




                                                                                                                 a
                                            e




                                                             ne
                          *
          ba




                                                                         ad



                                                                                    ur




                                                                                                                                         s
                                                                                                                         ur
                                                                                                        ad
                                                                                                w
                                  a
                        hi




                                                     at




                                                                                                                                      tie
                                                                                                               tn
                                            or
                                nn




                                                                                  np




                                                                                                                       ip
                                                                                             no
                                                                       ab




                                                                                                      ab
                     el




                                                           Pu
       um




                                                   lk
                                          al




                                                                                                             Pa




                                                                                                                                   ci
                                                                                                                     Ja
                              he
                 D




                                                                                           ck
                                                 Ko




                                                                                Ka
                                        ng




                                                                     er




                                                                                                    ed




                                                                                                                                er
      M




                              C
                ew




                                                                                         Lu
                                                                  yd
                                      Ba




                                                                                                                              th
                                                                                                  m
            N




                                                                  H




                                                                                                Ah




                                                                                                                          O
                                                           Bank Online        Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660

•    14% of users who don’t bank online are from Mumbai; 13% from New Delhi; 6% from Chennai;
     4% each from Bangalore and Kolkata;
•    3% from Pune; 2% each from Hyderabad, Lucknow and Ahmedabad; 1% each from Kanpur, Patna
     and Jaipur.
•    And 46% come from other tier II towns and cities.




                                                                                                                                   Page No 58 / 62
                                                                                                                               http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


            Yet to start Banking Online! A Demographic Profile – ‘Internet Access’


Internet Access

           100%
                                 73%
            80%     64%
            60%                      51%
                          46%
                                                36%40%
            40%

            20%                                                                 13%
                                                                5% 4%                 4%   1% 4%
             0%
                       Home       Office       Cyber cafe    Friend"s place     Mobile     Other

                                              Bank Online   Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660

•   46% of users who don’t bank online access the Internet from home.
•   51% from office.
•   40% from cyber cafes.
•   4% from a ‘friend’s place’ or ‘Mobile’.




                                                                                                       Page No 59 / 62
                                                                                                   http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


    Yet to start Banking Online! A Demographic Profile – Internet ‘Usage by years | hours’

By – Internet Usage by years

           60%     50%                      48%
           50%                        42%
           40%           31%
           30%
           20%                                                15%
           10%                                          5%                  2% 4%               2%
                                                                                          1%
            0%
                    6+ years          3-5 years         1-2 years         6-11 months     < 6 months

                                              Bank Online     Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•   31% of users who don’t bank online have been using the Internet for 6+ years.
•   48% for 3-5 years.
•   15% for 1-2 years.
•   4% for 6-11 months.



By – Internet Usage by hours a week

          60%
          50%
                   36%
          40%                                                 31%
                                      28%
          30%                               21%         24%                       22%
                         19%
          20%                                                              10%                  9%
          10%                                                                              2%
           0%
                 21+ hrs a w eek   11-20 hrs a w eek 5-10 hrs a w eek < 5 hours a w eek    Can't say

                                              Bank Online     Don't Bank Online

Base: Bank Online: 2240 | Don’t Bank Online: 3660


•   19% of users who don’t bank online use the Internet for more than 21 hours a week
•   21% for 11-20 hours a week.
•   31% for 5-10 hours a week.
•   22% for less than 5 hours a week




                                                                                                           Page No 60 / 62
                                                                                                       http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


             Geographic Location of Respondent Base - Netizens Yet to start Banking Online


                          North                                                   South

Bihar -Bhagalpur, Darbhanga, Ghaziabad, Muzaffarpur,     Andhra Pradesh -Hassan, Hyderabad, Machilipatnam,
Patna, Rae Bareli, Begusarai, Dhanbad, Motihari,         Secunderabad, Vijayawada, Visakhapatnam, Guntur,
Muzaffarpur, Sasaram                                     Nellore, Proddatur, Tirupati, Kolar, Eluru, Kakinada,
                                                         Khammam,
Jharkhand - Bokaro, Ranchi                               Mandamarri, Mahbubnagar, Rajamundry, Srikalahasti,
                                                         Bhimavaram, Warangal, Vizianagaram
Haryana - Bhiwani, Dehradoon, Faridabad, Gurgaon,
Hisar, Panipat, Ambala, Sultanpur, Jind, Sirsa, Kharar   Karnataka - Bellary, Bangalore, Belgaum, Davangere,
Tehsil, Panchkula                                        Mangalore, Hubli, Mysore, Gadag, Udupi, Harihar,
                                                         Chikmagalur, Karwar, Rajapalaiyam, Ranibennur,
Himachal Pradesh - Bilaspur, Shimla, Yamunanagar         Manipal, Dharwad

Delhi- New Delhi, Noida                                  Kerala - Alappuzha, Calicut, Cochin, Kochi, Kollam,
                                                         Kottayam, Krishnapuram, Thiruvananthapuram, Kannur,
Uttar Pradesh - Agra, Aligarh, Allahabad, Bareilly,      Thrissur, Chittur, Cuddapah, Sivakasi, Velluru,
Gorakhpur, Kanpur, Lucknow, Meerut, Mirzapur,            Tutucorin, Kozhikode
Moradabad, Mustafabad, Varanasi, Unnao, Gonda,
Chhapra, Haldia, Mathura                                 Tamil Nadu - Coimbatore, Cuddalore, Kanchipuram,
                                                         Chennai, Hosur, Madurai, Ooty, Pondicherry,
Rajasthan - Bhilwara, Jaipur, Jodhpur, Jorhat, Kota,     Tiruchirapalli, Tirupur, Vellore, Villupuram, Erode,
Ludhiana, Udaipur, Chittaurgarh                          Nagercoil, Selam, Tirunelveli, Trichy, Coonoor, Dindigul,
                                                         Kadayanallur, Kovilpatti, Theni Allinagaram,
Punjab -Amritsar, Chandigarh, Jalandhar, Mohali,         Kumbakonam, Virudunagar, Tiruvannamalai,
Patiala, Phagwara, Ludhiana, Mansa, Mohali               Kanyakumari, Karaikal, Karur

Jammu & Kashmir - Jammu

                          East                                                    West

West Bengal - Asansol, Anantapur, Kolkata, Durgapur,     Maharashtra- Amravati, Aurangabad, Bhiwandi, Dhule,
Howrah, Jalpaiguri, Jamshedpur, Halisahar, Siliguri,     Ichalkaranji, Jalgaon, Kalyan, Karnal, Khamgaon,
Darjiling, Kharagpur                                     Kolhapur, Latur, Madgaon, Mumbai, Nagaon, Nagpur,
                                                         Nanded, Nashik, Palghat, Parbhani, Pune, Raigarh,
Tripura - Agartala                                       Rajpur, Ratnagiri, Rewari, Sangli, Thana, Ulhasnagar,
                                                         Vaniyambadi, Lonavala, Barsi
Mizoram - Aizawi
                                                         Goa
Orrisa -Bhubaneshwar, Cuttack, Puri, Sambalpur,
Rourkela                                                 Gujarat -Ahmedabad, Anand, Ankleshwar, Daman,
                                                         Vadodara, Gandhinagar, Jamnagar, Junagadh, Nadiad,
Assam - Guwahati, Tinsukia                               Navsari, Neyveli, Rajkot, Surat, Valsad, Vapi

                                                         Madhya Pradesh -Bhopal, Bhilai, Jhansi, Gwalior,
                                                         Indore, Jabalpur, Ujjain




                                                                                                        Page No 61 / 62
                                                                                                    http://www.iamai.in/
IAMAI’s Report - Online Banking ‘2006’


Internet & Mobile Association of India (IAMAI) [formerly known as Internet & Online Association
of India] is an industry trade organization registered under the Societies Act, 1896 is dedicated to
present a unified voice to industry and Government. It specifically addresses the issues, concerns and
growth related to communication, content and commerce pertaining to the Internet and Mobile
medium.
Launched in June 2004 by leading Indian portals HT Media Ltd, Times Internet Ltd,
Microsoft Corporation India Pvt. Ltd, Rediff.Com India Limited, Sify Ltd, Yahoo Web Services India Pvt.
Ltd. and the online media agency, Mediaturf Worldwide (India) Pvt. Ltd. IAMAI now boasts of a
membership that is 32 strong and growing.

Executive Council Members (2005-2006)
   •   Neville Taraporewalla – Chairman
   •   Mahendra Swarup – Vice Chairman
   •   Avnish Bajaj - Secretary
   •   Velu Kulandai - Treasurer
   •   Preeti Desai – President

Primary Members                                 Associate Members
   1. BharatMatrimony.com Pvt. Ltd                 1. Bharti Televentures Ltd.
   2. Ebay India Pvt. Ltd                          2. Cox and Kings India Pvt. Ltd.
   3. Google Online India (P) Ltd.                 3. Enpocket
   4. HT Media Ltd. *                              4. Group M Media India Pvt. Ltd.
   5. IRCTC**                                      5. Iqara Telecoms India Private Limited
   6. Mahamaza Ecomm Ltd                           6. Malayala Manorama Company Ltd
   7. Mediaturf Worldwide ( India ) (Pvt)          7. NDTV Media Ltd
       Ltd. *                                      8. Starcom Worldwide
   8. Microsoft Corporation India Pvt. Ltd. *
   9. People Interactive (I) Pvt. Limited.      Individual Members
   10. Pinstorm Technologies Pvt Ltd.              1. Anil Wanvari- Indian Television Dot
   11. Rediff.Com India Limited. *                     Com Pvt. Ltd.
   12. Sify Ltd. *                                 2. Anupama Salvi- Avenues India Pvt Ltd
   13. Times Internet Ltd. *                       3. Dhruv Shenoy- Monster.Com India
   14. Yahoo Web Services India Pvt. Ltd. *            Pvt. Ltd.
*Founder Members                                   4. Hari Nair - Leisure & Lifestyle
** On Invitation                                       Information Services Pvt Ltd
                                                   5. Manish Vij- Quasar Media Pvt Ltd
Affiliate Members                                  6. Neeraj Roy- Virtual Marketing Pvt Ltd
    1. ISPAI                                       7. Sachin Bhatia- Makemytrip (India) Pvt
    2. MAIT                                            Ltd
                                                   8. Sanjeev Bikhchandani – Info Edge (I)
                                                       Pvt. Ltd


IAMAI Strategic Objectives
1. Become the primary advocate for:
       a. the online content and business realization through advertising
       b. e-commerce and
       c. mobile content and business realization through advertising
2. Provide a platform to discuss and evolve strategies to achieve the shared aspirations of the
   industry. Prove and promote the effectiveness of online advertising, e-commerce and mobile
   advertising among advertisers, marketers and the media by building credibility for the medium.
   Advocate the core strengths and competencies of the Internet.
3. Expand IAMAI membership while increasing direct value to members.



                                                                                              Page No 62 / 62
                                                                                          http://www.iamai.in/

								
To top