19085147 presentation analysis and interpretation of the datadoc
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This chapter presents the data, which was collected from Validated
Questionnaire, unstructured interviews, observation, documentary analysis and
other reading materials and were organized, classified and statistically treated.
The data presented, analyzed and interpreted in the context of the problems
presented in chapter 1.
4.1 Respondents of the study
The sample size which we accounted for was 300 and it was chosen using the
non-probability sampling technique out of the 300 sample respondents we have
further segregated them into following manner:
4.1.1Respondents by engagementsWe found the respondents for our questionnaire and research in three main
categories:
1. Employees
2. Self Employed
3. General Public
Employees who are maintaining bank accounts and works in multination firms,
banks, institutes. Self employed who are running their own businesses and
maintaining business accounts with banks. General public includes people like
house wives, students, farmers, landlords etc. The table 4.1 shows the number of
respondents for each category:
Table 4.1RESPONDENTS FOR EACH CATEGORY
CATEGORY OF RESPONDENTS NUMBER OF RESPONDENTS
Employees 79
Self Employed 105
General Public 116
Total 300
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The graphical presentation of the data given in the table 4.1 can be seen in figure
4.1 you can see that for each category we have shown a separate slide.
Figure 4.1
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20
40
60
80
100
120
NUMBER OF RESPONDENTS
Respondents for each category
Employees
Self Employed
General Public
4.1.2Respondents by positionOut of the employed respondents of the research we further divided them in
following sub categories:
1. Low level management
2. Middle level management
3. High level management
The table 4.2 shows the number of respondents for each category:
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Table 4.2RESPONDENTS BY POSITION
CATEGORY OF RESPONDENTS NUMBER OF RESPONDENTS
Low Level Management 27
Middle Level Management 23
High Level Management 29
Total 79
The graphical presentation of the data given in the table 4.2 can be seen in figure
4.2 you can see that for each category we have shown a separate slide.
Figure 4.2
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5
10
15
20
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30
NUMBER OF RESPONDENTS
Respondents by position
Low Level Management
Middle Level Management
High Level Management
4.1.3Respondents by genderWe have kept the both genders in our consideration while taking the research
purpose in account. This is the significance of this research that we have
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considered the both genders. The Table 4.3 shows the contribution of the both
genders in respondents to the research.
Table 4.3
RESPONDENTS BY GENDER
GENDER NUMBER OF RESPONDENTS
Male 223
Female 77
Total 300
The graphical presentation of the data given in the table 4.3 can be seen in figure
4.3 here we have use pie chart instead of column chart as there are only two
categories to compare.
Figure 4.3
RESPONDENTS BY GENDER
Male
Female
4.2 Presentation of research data
We started our questionnaire with the question of familiarization of respondent
with internet banking. Our respondents are mostly familiarized with the internet
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banking. We can say that the users of the banking systems are mostly literate
people and know about internet banking. Percentage of people who knows about
internet banking is 77% and the people who are not familiar with the internet
banking is merely 23%. The table 4.4 shows the number of respondents and
their percentage regarding the Yes and No of the familiarization of internet
banking.
Table 4.4
FAMILIARIZATION WITH INTERNET BANKINGFAMILIAR WITH
INTERNET BANKINGNUMBER OF
RESPONDENTSPERCENTAGE
Yes 231 77%
No 69 23%
Total 300
The figure 4.4 shows the graphical representation of the data we gathered from
our respondents. The bars show the number of people who are familiar with the
internet banking or not.
Figure 4.4
0
50
100
150
200
250
YES NO
FAMILIARIZATION WITH INTERNET BANKING
NUMBER OF
RESPONDENTS
Usage of internet banking depended upon the familiarization of internet banking if
a person is familiarized with internet banking can only use the internet banking
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we found that out of the 231 people only 196 people were the respondents who
used the internet banking which is the 84.85 percent of the respondent who are
familiar with internet banking but if you compare it with the total number of
respondents which are as per 4.5 shown below. The table shows the total
number of respondents and out of the same how many are using and not using
internet banking.
Table 4.5
USAGE OF INTERNET BANKINGUSAGE OF
INTERNET BANKINGNUMBER OF
RESPONDENTSPERCENTAGE
YES 196 65.33%
NO 104 34.67%
Total 300
You can see that out of 300 respondents only 196 respondents have used the
internet which is 65.33 percent of the total and it shows the most of the people
who use the banking system are using the internet banking or at least one time
they have used internet banking. The figure 4.5 below shows the graphical
display of the table 4.5.
Figure 4.5
0
50
100
150
200
YES NO
USAGE OF INTERNET BANKING
NUMBER OF
RESPONDENTS
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In our questionnaire there was an open ended question regarding the reason for
non usage of the internet banking we received different responses from the
respondents regarding the non usage of internet banking main of those
responses are given below.
1. Lack of computer literacy or knowledge
2. Non availability of internet or computers
3. Non awareness of internet banking
4. Trust on the system
Our respondents have accounts in different banks which includes government
banks, private banks, public banks/semi government banks and foreign banks.
In our respondents the top most respondents are from private banks and the
least respondents are from foreign banks the table 4.6 below shows the number
of respondents and their percentage.
Table 4.6
CATEGORIZATION OF THE BANKS
TYPE OF BANK NUMBER OFRESPONDENTS PERCENTAGE
GOVT BANKS 57 19.00%PRIVATE BANKS 132 44.00%PUBLIC BANKS 63 21.00%FOREIGN BANKS 48 16.00%Total 300
As you can see in the above table 4.6 the number of respondents are 57 which
comes to 19 percents are from government banks the number of respondents
are 132 from the private banks which comes to 44 percent whish is the highest of
the total respondents. For the semi government or public banks the number of
respondents are 63 which comes to 21 percent of the total and for the foreign
banks the number of respondents is 48 which comes to 16 percent which is the
least of the all type of the banks in Pakistan
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The figure 4.6 shows the graphical presentation of the table 4.6 it shows all the
types in bar forms.
Figure 4.6
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40
60
80
100
120
140
GOVT
BANKS
PUBLIC
BANKS
CATEGORIZATION OF THE BANKS
NUMBER OF
RESPONDENTS
In our research questionnaire we also tried to evaluate the nature of transactions
our respondents use the bank accounts. We divided the natures of transactionsinto four categories only due to time and cost constraints, out of the whole
respondents we found 103 respondents who use bank accounts for salary
transfer which is the highest of the respondents. Furthermore we received
responses from people who use for bill payments like utility bills, credit card bills
etc. which is the least, 86 respondents uses the banks accounts for business
transactions and 92 respondents uses the bank accounts for other purposes like
keeping the funds for earning profits, house wives keep their savings and for
receiving the money transfers from abroad, the students maintain accounts for
keeping their pocket money safe, out of some respondents we found that they
keep the bank accounts only for using the facility of the safety like lockers etc.
The table 4.7 shows the number of respondents and their percentages of the
different types of transactions. You can see that the highest respondents are
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using the bank accounts for the salary transfers and the least respondents are
using the bank accounts for payment of monthly bills like utility bills or credit card
bills.
Table 4.7TYPES OF TRANSCATIONS
TYPES OF TRANSCATIONS NUMBER OFRESPONDENTS
PERCENTAGE
MONTHLY BILL PAYMENTS 19 6.33%SALARY TRANSFER 103 34.33%BUSINESS TRANSCATION 86 28.67%OTHERES 92 30.67%Total 300
The figure 4.7 shows the comparison of all the types of bank transactions whichour respondents are using and which are described in table 4.7.
Figure 4.7
TYPES OF TRANSCATIONS
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40
60
80
100
120
MONTHLY BILL
PAYMENTS
SALARY
TRANSFER
BUSINESS
TRANSCATION
OTHERES
NUMBER OF
RESPONDENTS
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Banks provide services through different channels we have divided these
channels into different categories like directly from bank counters, ATM
(automated teller machines), Email banking, Phone banking, Fax banking,
internet banking. The table 4.8 shows the different type of services bank provide
for making transactions to the account holders.
Table 4.8
TYPES OF BANK SERVICESTYPES OF SERVICES NUMBER OF
RESPONDENTSPERCENTAGE
BRANCH COUNTER 143 47.67%
ATM 104 34.67%
EMAIL BANKING 11 3.67%
PHONE BANKING 5 1.67%FAX BANKING 4 1.33%
INTERNET BANKING 33 11.00%
Total 300
As you can see from the table 4.8 that the most number of respondents uses the
bank branch counters directly for making the transactions of their bank accounts
and the least respondents are using the FAX banking for making their
transactions of their bank accounts. This thing proves that most of the
respondents are using the branch counters for the day to day transactions of the
bank accounts.
The second best of the modes of making transactions with the banks is the
Automated Teller Machines (ATM), the usage of ATM in Pakistan is increasing
day by day people use the ATM for hassle free withdrawal of money, balance
checking, mini statement generation. Now the kiosks are also available by
different banks like silk bank which are also capable of accepting cash deposits
also along with other facilities.
The figure 4.8 shows the comparison of all the type of modes of bank services
which our respondent uses to make their transactions with banks. As you can
see graphically that the most of the respondents have used the direct banking
which is through bank branch counters and internet banking comes at 3 rd place of
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the six types of the bank services
Figure 4.8
TYPES OF BANK SERVICES
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20
40
60
80
100
120
140
160
BRANCH
COUNTER
ATM EMAIL
BANKING
PHONE
BANKING
FAX BANKING INTERNET
BANKING
NUMBER OF
RESPONDENT
While comprising the different modes of banking we compared two most famous
modes of banking as given below:
1. Traditional Banking
2. Internet Banking
Traditional banking is the banking which is done through direct banking in which
the account holder maintains a direct contact with the bank. The account holder
conducts all the transactions by visiting the bank and meeting the staff on
counter writing cheques, ordering cheque books, ordering for fund transfers etc.
Internet banking as we discussed in earlier chapters that internet banking is a
type of banking which is done using the websites of the banks which are used
through secured connections.
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Table 4.9 shows the comparison of the responses we received from the
respondents regarding their perception about traditional banking and internet
banking. We compared both in a sense that which is better and found that most
of the respondents have given their response that the traditional banking is better
than internet banking.
Table 4.9
COMPARISON OF TRADITIONAL AND INTERNET BANKINGTRADITIONAL
BANKING IS BETTERNUMBER OF
RESPONDENTSPERCENTAGE
YES 223 74.33%
NO 77 25.67%
Total 300
As you can see that the table 4.9 shows that the traditional banking mode is
better than internet banking as the 74 percent of the respondents have given
response in favour of traditional banking and 26 percent of the respondents have
given response in favour of internet banking.
The figure 4.9 shows the graphical representation of the table 4.9 and it is shown
in the shape of comparative bars which are given below.
Figure 4.9
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200
250
YES NO
COMPARISON OF TRADITIONAL AND INTERNET BANKING
NUMBER OFRESPONDENTS
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To capture the reasons why people think that traditional banking is better than the
internet banking we added an open ended question in our questionnaire and the
people who responded in Yes have answered the question for giving the
reasons. From the data we collected from the respondents we came to following
points regarding the reasons which makes the traditional banking more effective
than internet banking:
o A traditional approach
o Approachable to everyone
o Common practices by almost all banks
o Trust worthy than internet banking
o On the spot reconciliation
o Satisfaction
o Can get help from the CROs of CSOs
The above are the main reasons which are given by different respondents. If wego to the root cause of the problem the root cause is trust of the system and
knowledge of the system.
There are certain reservation of the respondents regarding the accuracy of the
system to capture this aspect of the research we added a question regarding the
reliability of the system in our questionnaire. In response of our question we got
the response from all the respondents and we found that most of our
respondents think that all the transactions which are made through internet
banking results in inaccurate impact on bank accounts. The table 4.10 show the
number of the respondents and comparison of the percentages which came by
the number of respondents and their total.
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Table 4.10
ACCURACY OF RECORD THROUGH INTERNET BANKINGINTERNET BANKING
IS ACCURATENUMBER OF
RESPONDENTSPERCENTAGE
YES 89 29.67%
NO 211 70.33%
Total 300
The table 4.10 shows that most of the respondents responded that the results of
all the transactions done through internet banking are not accurate.
The figure 4.10 shows the comparison of the table 4.10 in shape of graphical
form. There are two bars showing both the options given in our question. Which
are Yes and No. and you can see that the most of the respondent responded in
No.
Figure 4.10
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100
150
200
250
YES NO
ACCURACY OF RECORD THROUGH INTERNET BANKING
NUMBER OF
RESPONDENTS
The accuracy of the system is a big question in our research. The most of the
people responded that they dont think that internet banking provides accurate
results to all of the transactions. The question here arises why people think that
internet banking provides inaccurate position of their accounts maintained with
the banks.
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To capture the reasons and circumstances where the respondent feels that the
results provided by the internet banking in result of their transactions we added a
question in our questionnaire. Our respondents gave us a lot of the different
responses from the respondents. Following are the main reasons which we have
chosen out of all the responses.
o Internet banking transactions are not updated frequently
o Internet transactions are not completed properly due to slow connections
But most of our respondents gave a response that they if ever used the internet
banking for banking transactions they found it in accurate in sense of their login
ids or login details.
The use of the internet banking is easy or not is a big question so it got a place in
our research also. In order to ascertain the ease of transactions we added one
question regarding to that in our questionnaire.
As per our findings through the responses the respondents given to us in our
research we found that most of the people think that internet banking is not easy
to use.
As per table 4.11 which shows the results of our data collection through
questionnaire the least number of people think that internet banking is easy
whereas most of the people think that traditional banking is easy.
Table 4.11
EASE OF USE FOR INTERNET BANKINGINTERNET BANKING
IS EASY
NUMBER OF
RESPONDENTS
PERCENTAGE
YES 51 17.00%
NO 249 83.00%
Total 300
We can easily see in the table 4.11 that only 17 percent people out of the whole
sample have responded that use of internet banking is easy and 83 percent of
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the respondents think that traditional direct banking method is easier than
internet banking.
Figure 4.11
0
50
100
150
200
250
YES NO
EASE OF USE FOR INTERNET BANKING
YES
NO
The figure 4.11 shows the graphical presentation of the comparison of the
number of respondents favoring that the usage of internet banking is easy and
you can see clearly from the graph that most of the respondents are of theopinion that the usage of internet banking is not easy.
In order to capture the reasons why people think that internet banking is easy to
use we added a question in our questionnaire. The type of this question is open
ended and respondents use to comment on the lines why they think that internet
banking is easy to use.
Out of the 51 respondents who think that internet banking is easy to use we got
different arguments and reasons supporting to their responses. We have given
below main of the responses given by our respondents in this regard.
o The hassle free approach to your bank account
o Available anywhere in the country just you need a computer and
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connection
o No physical interaction with bank required
o Your bank account is with you 24/7
You can judge from the answers that the reasons given in support of internet
banking are all the core features of internet banking.
The reliability of the system you are using is another big question in the mind of
the users. So the reliability of the transactions we are making using the internet
banking is a big question. So we added a question regarding to the reliability of
the transactions done using internet banking.
The table 4.12 shows the responses which we got from our respondents
regarding the reliability of the transactions done using the internet banking
channel.
The table 4.12 shows that most of the respondents do not rely on the
transactions done using the internet banking. As per data collected we can see
that only 24 percent of the whole respondents thinks that transactions done using
internet banking are reliable where as 76 percent of the respondents thinks that
they can not rely on the transactions which are done using internet banking.
Table 4.12THE RELIABILITY OF INTERNET BANKING
INTERNET BANKINGIS RELIABILE
NUMBER OFRESPONDENTS
PERCENTAGE
YES 73 24.33%
NO 227 75.67%
Total 300
The figure 4.12 shows the graphical representation of the data given in the table
4.12. The data is shown in the form of bar charts in the figure 4.12.
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Figure 4.12
0
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100
150
200
250
YES NO
THE RELIABILITY OF INTERNET BANKING
YES
NO
As the figure 4.12 shows that the respondents think that reliable is an issue with
internet banking. The responses show in our figure shows that most of our
respondents have shown their reservations regarding the reliability of the
transactions done using the internet banking.
Reliability is also a very import issue regarding the usage of internet banking for
normal banking transactions. As you can see that in figure 4.12 most of the
people think that internet banking is not reliable. To capture the reasons for the
issue of reliability of internet banking we added a question in our questionnaire.
The type of our question was open ended. Our respondents gave different
reasons for the issues regarding reliability of the transactions done through
internet banking. Fine below the main of the reasons received from our
respondents.
o The results of internet banking are not predictable
o The transaction are not secured
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o The transaction may be prone to phishing scams
o The transaction may not be completed properly
The security of the transaction is also very important. The people will only usethat software which is having a high level of security. While doing the monetary
transactions over the internet using internet banking portals through personal
computers or mobile phones the account holder must be very satisfied about the
security of the software. The security of the transaction over the internet is a big
question. To cope with this issue of security we added one question in our
questionnaire.
Most of our respondents think that the transactions processed over the internet
banking are not secure. The table 4.13 shows the responses of the people
regarding the issue of security of transactions over the internet banking. Only 20
percent of our respondents have gave the response in favour of our question that
the transactions over the internet are secure where as 80 percent of the
respondents have resulted against our question that the banking over internet is
secure.
Table 4.13
THE SECURITY OF TRANSACTION OVER INTERNET BANKINGINTERNET BANKING
IS SECURENUMBER OF
RESPONDENTSPERCENTAGE
YES 59 19.67%
NO 241 80.33%
Total 300
The table 4.13 clearly shows that only 59 respondents out of the total 300
respondents have the opinion that the banking transactions done over theinternet are secure comparatively 241 people out of the total 300 respondents
have the opinion that the banking transactions processed using the web space or
internet banking channel are not secure.
The figure 4.13 below shows the graphical representation of the table 4.13. We
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have shown the above data in shape of graphs or bars.
Figure 4.13
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100
150
200
250
YES NO
THE SECURITY OF TRANSACTION OVER INTERNET BANKING
NUMBER OF
RESPONDENTS
As you can see in the above figure 4.13 it is clear that the security is a great
issue in usage of internet banking. You can clearly see in the figure that most of
the respondents of our research questionnaire have responded that the
transactions of banking over the internet are not secure. So we can ascertain that
the people of Pakistan think that the transactions over the internet are not
secure.
The security is the main issue of the internet banking. There are several reasons
for security problem of internet banking. To capture the reasons of the security
related issues of the banking transaction over the internet we have added our
one question in our research questionnaire. The type of our question is open
ended.
We received different reasons regarding the security issues through our
respondents in response of our question. These responses are really very
important for our research as the main theme of our research revolves around
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this angle of our topic. The following are main reasons which we found in
responses of our questionnaire.
o Hackers are there on internet.
o Phishing scams are very common now a day.
o The lines or connections used at home are usually not secured.
o The PCs and Laptops used may be prone of hacking tools or viruses.
o You may loose your money over the net due to usage of your bank
account over internet.
We have discussed all the aspects of the internet banking like reliability, accuracy
and security till now. Now we will discuss the user friendliness issue of internet
banking.
If the software which we are using for any purpose if not user friendly it is quite
difficult to manage with the software. The software should be very user friendly in
order to get maximum out of the software.
So we added one question regarding the user friendliness of internet banking
that the internet banking is user friendly. The responses we received from our
respondents of the questionnaire are given below in the table 4.14.
Table 4.14
INTERNET BANKING IS USER FRIENDLYINTERNET BANKINGIS USER FRIENDLY
NUMBER OFRESPONDENTS
PERCENTAGE
YES 87 29.00%NO 213 71.00%
Total 300
We can ascertain from the above mentioned table 4.14 that the 29 percent of the
respondents thinks that internet banking is not user friendly. Where as the people
who thinks that internet banking is not user friendly are 71 percent out of all the
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respondents.
The figure 4.14 given below shows the graphical interpretation of the table 4.14
given above.
Figure 4.14
0
50
100
150
200
250
YES NO
INTERNET BANKING IS USER FRIENDLY
NUMBER OF
RESPONDENTS
The figure 4.14 shows that most of the respondents think that the internet
banking is not user friendly. The bar shows that only 29 percent of the total
respondents are of the opinion that the internet banking is user friendly.
The user friendliness is very important feature for any software or product. The
example of Nokia mobiles is in front of us. The software used by the Nokia
phones are quite easy to use and user friendly so the sale of the Nokia phones is
maximum as compared to the other brands.
The issues regarding the user friendliness is a big question. We have added one
question in our research questionnaire to capture the issues which the user faces
regarding the user friendliness of the internet banking portal. We got a lot of
reasons and issues which are the base of our respondents answer to opt that the
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internet banking is not user friendly. Out of all the responses we are putting some
main issues below regarding the user friendliness of the internet banking.
o It is difficult to understand the login procedure
o It is difficult and long process of creating a user name and password
through internet banking portal
o It is a long and cumbersome process if you lost your password
o Every time you have to create a new keyword for every type of banking
transaction.
o Most of the users are of the opinion that the proper training for usage of
internet banking is not available through the banks providing the services
of internet banking.
Internet banking is not only used by the individuals but also by the businesses
and firms. The business and firms usually are very careful about the privacy of
their business transactions. The privacy of the transaction data is of full concern
for business man or business firms. If the privacy policy of the firm or business is
affected by something the firm or business will not adopt that thing.
So we can say that privacy is very important in business banking transactions so
to capture this angle of the research and internet banking we added one question
related to the privacy policy of the business. We tried to take the thinking of our
respondents that internet banking affects the privacy policy of their business or
firm.
For this purpose we have taken the respondents who use the banking services
for business transaction into account for this test. The total number of
respondents that we have in total out of our total sample is 86.
The table 4.15 below shows that the most of our business owner or business
related respondents think that internet banking affects their business privacy or
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firm privacy policy. 59 percent out of the total respondents who use the banking
system for business transactions thinks that the internet banking affects their
privacy policy and 41 percent of the total respondents who use the banking
system for business transactions thinks internet banking do not affect their
business privacy policy.
Table 4.15
IS INTERNET BANKING AFFECTS THE PRIVACY POLICYINTERNET BANKINGAFFECTS PRIVACY
NUMBER OFRESPONDENTS
PERCENTAGE
YES 51 59.30%
NO 35 40.70%
Total 86
The figure 4.15 below is the graphical representation of the table 4.15 given
above as you can clearly see that the most of our respondents are of the opinion
that the usage of internet banking affects the privacy policy of the business or
firm.
Figure 4.15
0
10
20
30
40
50
60
YES NO
INTERNET BANKING IS USER FRIENDLY
NUMBER OF
RESPONDENTS
If we compare the number of respondents with the whole number of respondents
then we will see that the number of respondent who thinks that the internet
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banking affects the privacy policy of the business or firm is very high in
comparison to the respondents who think that internet banking do not affect the
privacy policy of the business or firm. The table 4.16 shows the result of our
comparison of the respondents with total number of respondents.
Table 4.16
IS INTERNET BANKING AFFECTS THE PRIVACY POLICY
INTERNET BANKINGAFFECTS PRIVACY
NUMBER OFRESPONDENTS
PERCENTAGE
YES 265 88.33%
NO 35 11.67%
Total 300
The figure 4.16 shows the graphical representation of the table 4.16. You can
clearly see that the respondents who think that the internet banking does not
affect their business or firm privacy are very less are compare to the respondents
who think that internet banking affect their business or firm privacy policy.
Figure 4.16
0
50
100
150
200
250
300
YES NO
INTERNET BANKING IS USER FRIENDLY
NUMBER OF
RESPONDENTS