Findings research questionnaire

The research questionnaire had essentially two parts. In the first part personal data of the customer in relation to banking practices was included. This was done to essentially categorize the customers in personal and corporate class. A summary of findings as a whole that is a combined view of both the banks of this part is as given below. The banking services most frequently used by the customers were deposits (64 %) followed by Credit/ Debit Cards (23 %). The selection of the bank by the customers was primarily based on location followed by the image and the services provided by the bank.

HSBC comparative analysis

From the experiences of customers with internet banking, it would be evident that the internet services of HSBC have been well established and have also been accepted as customer friendly, timely and efficient. An overwhelming three fourths customers have accepted that the security of the internet is greater than physical banking which indicates a high level of its effectiveness. It is also evident that those customers who have got accustomed to the use of the internet for banking are likely to continue with this experience.