Project Harsh - PDF

Project Report
On
Impact and Effectiveness Of Online Banking Services
A Project Submitted to
University Of Mumbai for partial completion of the degree of
Bachelor Of Management Studies
Under the Faculty Of Commerce
Submitted By
Mr. Harsh Bhupendra Joshi
Under the Guidance of
Mr. Vijay M. Rajput
Smt. Devkiba Mohansinhji Chauhan
College Of Commerce & Science
Academic Year
2020 –2021
A Project on Impact and Effectiveness
Of Online Banking Services
Submitted By
Harsh Bhupendra Joshi
Project guide
Mr. Vijay M Rajput
Student Registration No. ( S. R. N. )
2018016401958877
In partial fulfilment for the award of the degree of
“ Bachelor’s Of Management Studies TY“
Semester VI
Smt. Devkiba Mohansinhji Chauhan
College of Commerce and Science
Smt. Mohansinhji Chauhan College Of Commerce, Science and Law

Sanjibhai Delkar Marg, Lions Educational Camps, Silvassa – 396230, UT of Dadra & Nagar Haveli
Certificate
This is to certify that Mr Harsh Bhupendra Joshi has worked and duly completed her/his Project Work for the
Degree of Bachelor’s of Management Studies under the Faculty of Commerce in the subject of “ Project Report
On Impact and Effectiveness Of Online Banking Services and her/his project is entitled, “ Prof. Vijay M.
Rajput “ under my supervision.
I further certify that the entire work has been done by the Learner under my guidance and that no part of it has
been submitted previously for any Degree or Diploma of any University.
It is her/his own work and facts reported by her/his personal findings and investigations.
Name and Guidance of
Guiding Teacher
Declaration by Learner
I, the undersigned Mr. Harsh Bhupendra Joshi, here by declare that the work embodied in this
project work titled “ Project Report on Impact and Effectiveness Of Online Banking Services ”,
forms my own contribution to the research work carried out under the guidance of Mr. Vijay M.
Rajput, is a result of my own research work and has not been previously submitted to any other
University for any other Degree / Diploma to this or any other University.
Wherever reference has been made to previous works of others, it has been clearly indicated as
such and included in the bibliography.
I, here by further declare that all information of this document has been obtained and presented
in accordance with academic rules and ethical conduct.
Name and Signature of the Learner
Certified by
Name and Signature of the Guiding Teacher

ACKNOWLEDGEMENT
It has been an enriching experience for us during the completion of our entire project. We wish
to express our appreciation and thanks to all those with whom we had the opportunity to work
and whose thoughts and insights have helped us in furthering our knowledge and understanding
of the subject.
Our sincere gratitude goes to our Project guide Asst. Professor. VIJAY RAJPUT without
whose valued guidance, encouragement and inspiration the completion of this project would
ever have been possible.
I would also like to thanks our Honorable Head of Department Prof. Smt. Vijay Rajput, of
Smt. Devkiba Mohansinhji Chuahan College Of Commerce and Science, who has always
been a guiding spirit to me. Their valuable experiences and knowledge helped me a lot during
the entire project work. Last but not the least: I would like to express my gratitude towards my
parents for their kind co-operation and encouragement which helped me in the completion of
this project.
Last but not the least: I would like to express my gratitude towards my parents for their kind co-
operation and encouragement which helped me in the completion of this project.
INDEX
Serial number Topic Page Number
a. Certificate 3
b. Declaration 4
c. Acknowledgement 5
Chapter 1 Introduction 8
1.1 What is E-Banking? 10
1.2 Definition of E-Banking 11
1.3 Scope of E-Banking 12
1.4 Objectives of E-Banking 13
1.5 Features of E-Banking 14
1.6 Need for E-Banking 15
1.7 History of E-Banking 16
1.8 Advantages and 17

Disadvantages of E-
Banking
1.9 Medium of E-Banking 20
1.10 Demate account and share 24

trading
1.11 Internet banking vs 25

traditional banking
Chapter 2 Research Methodology 29
Chapter 3 Literature review 32
Chapter 4 Data Analysis, 40

Interpretation, and
Presentation
4.1 Introduction of SBI 41
4.2 General information of 42

SBI
4.3 Banks term and customers 44

obligations
4.4 Do’s and Don’ts 45
4.5 SWOT Analysis of SBI 46

Bank
4.6 Data Analysis and 47

Interpretation of
questioner
Chapter 5 Finding Suggestion And 77

Conclusion
5.1 Findings 78
5.2 Suggestions 80
5.3 Conclusion 81
Chapter 6 Annexure (Questionnaire) 83

6.1 Bibliography 91
Chapter No.1 :
INTRODUCTION
Introduction
The world is changing at a staggering rate and technology is taken into account to be the
key driver for these changes around us. An analysis of technology and its uses show that
it’s permeated in almost every aspect of our life. Many activities are handled electronic
due to acceptance of information technology at home as well as at work place. Slowly
but steadily, the Indian customers is moving towards the web banking. The ATM and
the Net transactions are becoming popular. But the customer is clear on one thing that
he wants net – banking to be simple and the banking sector is matching its steps to the
technology. E – Banking or Online banking may be a generic term for the delivery of
banking services and products through the electronic channels like the phone , the
internet , the telephone , etc .The concept and scope of E – banking remains evolving, It
facilitates an efficient payment and accounting thereby enhancing the speed of delivery
of banking services considerably. Several initiatives are taken by the govt of India also
because the RBI ( Federal Reserve Bank of India ) ; have facilitated the event of E –
Banking in India. The Government of India enacted the IT Act , 2000 , which provides
legal recognition to electronic transactions and other means of electronic commerce.
The RBI has been preparing to upgrade itself as regulator and supervision of the
technologically do maintained, financial system. It issued guidelines on the risks and
controls in computer and telecommunication systems to all or any banks , advising them
to gauge the risks inherent within the systems and put in place adequate control
mechanisms to deal with these risks.
WHAT IS E – BANKING ?
Electronic banking is one of the truly widespread avatars of E – Commerce over the
world. Various authors define E – Banking differently but the most definition depicting
the meaning and features of E – Banking are as follows :-
1. Banking is a combination of two. Electronic technology and Banking.
2. Electronic Banking is a process by which a customer performs banking Transactions

electronically without visiting a brick – and – mortar institutions.
3. E – Banking denotes the provision of banking and related Service through Extensive
use of technology without direct recourse to the bank by the customer.
DEFINITION OF E – BANKING
E – Banking is defined as the automated delivery of new and Traditional banking

products and services directly to customers through electronic , interactive
communication channels. E –Banking includes the system that enable financial
institutions customer’s , individuals or businesses to access accounts , transact business ,
or obtain information on financial products and services through a public or private
network , including the internet. Customers access E – Banking services using an
intelligent electronic device such as personal computer , personal digital assistant ,
automated teller machine , Touch Tone Telephone. While the risks and controls are
similar for the various e – banking access channels , this booklet focuses specifically on
Internet – based – services.
Scope Of E – Banking
1. The traditional mode of banking is manual. It is paper based. It is now no longer

acceptable in the changing global economy. With the widespread internet technology
,the business is also electronic – electronic commerce, electronic import and export ,
electronic procurement of goods , electronic trade mobile banking etc.
2. The banking sector , if it is to survive in the 21st century , Shall have to change the entire
banking structure. It shall Have to provide better , economical and quick monetary
Services through the use of advance electronic technology.
3. The customers of the banking are fast becoming computer literate. They are now able to
interact more fluently with the prevision of basic electronic services
4. The needs of the customers have also changed. They require the services of banks at
home , in offices , 24 hours a Day , seven days a week , anywhere , anytime and anyhow
5. The banks are quite alive to the changing needs of the customers. They fully realize that
if they are to compete they shall have to provide electronic delivery of financial services
to the customers
6. They are rendering services such as electronic fund transfer ( ETF ) , payment by phone
services , personal computer banking , point of sale transfer , electronic check
conversations , etc
7. The scope of E – banking is now fast expanding in the developed and also under –
developed countries of the world.
OBJECTIVES OF E – BANKING
1. The banking at any point of time can give the customers Information related to their
• Accounts and accounts status
• The balance enquiry
• The fund transfer standards
• The cheque book request.
2. The system can provide information related to the different Types of account that are
existing within the bank
3. The system can provide the bank administration with the information on the number
of customers who are existing in the system
4. The system at any point of time can provide the information related to the executed
transactions by the customers
5. The system with respect to the necessities can identify all the history details of
theatrical participants along with their outcome of the results.
6. The system with respect to the necessities can provide the status of research and
development process that is under schedule within the organization currently.
7. With proper storage of the data in a relational environment can Applegate itself to
cater to the standards of providing a clear and easy path for future search standards
that may arise due to organizational policies.
Features of Internet Banking
i. Easily adoptable by customers.

ii. Easy to maintain.
iii. Cost effective solution.
iv. Enables the bank to reach its customers on the net.
v. Reduce rush at the customers of the bank
vi. Enables the customers of the bank to access information from anywhere and at any
time.
vii. Balance and transactions history search.
viii. Transaction history export.
ix. Order new statements.
x. Mobile banking
xi. Transfers
xii. Pay Bills
xiii. Pay anyone payments
xiv. SMS banking services
NEED FOR E-BANKING
For a long time customers could do their banking only by coming to a bank branch. It
took close to half an hour to fill out a demand draft another half an hour to withdraw
cash and sometimes. More than twenty days to get an upcountry cheque credited.
Moreover, the new private sector banks and the foreign banks are handicapped by the
lack of a strong branch network information comparison with private sector banks.
Information, the absence of such networks, the market place has been the emergence of
a lot of innovation services by these players to increase their market share and reduce
their cost of service delivery through direct distribution strategies of “Non Brach
Delivery”. Technology is enabling banks to provide the convenience of anytime
anywhere banking to increasingly demanding customers. The earlier brick and mortar
branch is no longer sufficient. Technology is now taking banks to homes or offices, 24
hours a day, 365 days a year through ATMs, telephones and PCs. Such benefits of the
technology provide the compelling reasons why banks should go for Electronic
Banking.
As the 20 century drew a close, Information Technology become the single most
decisive factor, which change the way people interact and carry out their business. With
the internet, telecommunication and media convergence, the world is moving to an open
market place with a global reach and with E-commerce expected to boom information
the next few years, banks will pay an increasingly important role. Electronic Banking is
becoming a strategic necessity for banks. Even as the brick and mortar model collapse,
the technology has destroyed the geographical advantages enjoyed by the private sector
banks. Information words of R. Ramakrishna, General manager, Bank of India, "they
have realized that it is important to empower the customer using information
technology. These banks have traditionally provided mass banking and keeping
information view are gradually unveiling amenities like ATM, Phone Banking & Intra-
city Banking".
HISTORY OF E – BANKING
The concept of internet banking has been simultaneously evolving with the development
of the world wide web. Programmers working on banking data bases comes up with the
ideas for online banking transactions , sometimes during the 1980’s. The creative
process of development of these services are probably sparked off after many companies
started the concept of online shopping. The online shopping promoted the use of credit
cards through Internet. Many banking organizations had already started creating data
ware housing facilities to ease their working staffs. The development of these databases
were widely used during the development of ATM’s.
Sometimes in 1980s , banking and finance organizations in Europe and United States
started suggestive researches and programming experiments on the concept of ‘ home
banking ‘ . Initially in the 80’s when computers and internet were not so well –
developed. ‘ home banking ‘ basically made use of fax machines and telephones to
facilitate their customers. The widespread of Internet and programming facilitates
created further opportunities for development of home banking.
In 1983, the Nottingham Building Society, commonly abbreviated and referred to as the
NBS, launched the first Internet banking service in United Kingdom. This service
formed the basis for the most of the Internet banking facilities that followed. This
facility was not well-developed and restricted the number of transaction and functions
that account holder could execute. The facility introduced by Nottingham Building
Society is said to have been derived from a system known as Prestel, that is deployed by
the postal service department of United Kingdom.
The first online banking service in United States was introduced, in October 1994. The
service was developed by Stanford Federal Credit Union which is a financial institution.
The online banking services are becoming more and more prevalent due to well
developed systems. Though there are pros and cons of electronic cash, it has become a
revolution that is enhancing the banking sector.
Advantages & Dis-advantages of E-Banking
We find that there are many advantages of E-banking like:
• Online banking gives more interest rates than any other form of banking and also saves
lot of expenses.
• We can carry out all banking transactions at our own convenience and do not have to
depend on normal bank timings.
• Lot of precious time is saved because of e-banking, as transactions are carried out in
seconds and we can see the updates immediately.
• Since everything is computerized, we save all the paper work and we save the trouble
of maintaining physical records. There is nothing manual hence the records are perfect
and accurate.
• Banks also provide balance alerts if our balance reduces and alerts the customer in case
of due dates of our bill occurs.
• There are no extra charges and these e-banking services are absolutely free. Previously
banks used to charge heavily for all their services.
• There is improvement in customer access, since the bank can access more customer
Within a short time through the internet.
• The customers can be offered more services through online banking.

There are also some disadvantages of online banking which restricts people to use
this service, like:
• E-banking has reduced the bank to customer personal interaction, since all the
transactions are handled by the customer from the internet account there is no
personalized banking service which reduces customer to bank interaction.
• When you are entering e-banking instructions there is always a chance that the
information may be leaked or your account can be hacked and all your confidential
information is leaked. There are many banks that have good security systems to guard
such thefts.
• You can access your online banking account by entering your personal identification
and your password. This password can be used by anyone to access your account and
transfer funds or cause financial problems. Whereas when you are visit the bank
personally your account is handled by the bank staff and therefore your confidential
information cannot be viewed by anyone. Also all your instructions are given in writing
with your signature, therefore there are less chances of fraud and information leak.
• When you are using internet banking the internet security is a big problem faced by
many banks. So the customer must be aware of the security issues and protect their
identity and other personal details from hackers.
To make online banking a safe and secure banking experience you need to follow
these steps:
1. Avoid accessing your account from a cyber café or a shared computer. If you are
happen to do so then change your password as soon as you finish your banking
transaction.
2. Every time you finish using your online banking session then sign out from the site
rather then just closing the browser.
3. Change your internet banking password after your first login and thereafter regularly.
4. Use complex and difficult password and make it difficult for others to guess.
5. Use different id and password for different internet accounts.
6. Never share your passwords or login details with anybody.
7. View your account daily and check it with your transactions, if there is any thing
which does not tally with your instructions then inform your bank immediately.
The advantages of online banking outnumber its disadvantages and therefore this
form of banking has become very popular with the customers. In this modern age of
banking, online banking or net banking has made things easier for people and saves
lot of time Though internet banking is the need of every customer, some banks are
still not having advance features like transferring money to any bank across the
country or easy registration for net banking, this is because some banks are situated in
the rural areas where the use of computers is not common. All customers of all banks
can be linked by net banking only if technology reaches even the most remote areas
of the country
MEDIUM OF E-BANKING
1. ATM
2. MOBILE BANKING
3. PHONE BANKING
4. CALL CENTER
5. INTERNET BANKING
6. PC BANKING
7. CREDIT / DEBIT CARD
8. TELE BANKING
➢ NET BANKING:
Net Banking means carrying out banking transactions through Internet. Thus the need
for a branch is completely eliminated by technology. A customer can view his
account details, transaction history, order drafts, electronically make payments,
transfer funds, check his account position and electronically communicate with the
bank through the Internet for which he many have wanted to visit the bank branch.
➢ PHONE BANKING:
Phone banking means carrying out of banking transaction through the telephone. A
customer can call up the banks help line or Phone banking number to conduct
transactions like transfer of funds, making payments, checking of account balance and
ordering cheques. This also eliminates the customer of the need to visit the banks
branch.
➢ MOBILE BANKING:
It helps a customer conduct certain transaction through the mobile phone with the
help of technologies like WAP and SAP. This helps a bank to combine the Internet
and telephone and leverage it to cut costs and at the same time provide its customers
the convenience.
➢ PC BANKING:
Most of the major banks today provide PC software that when installed on your PC
enables you to dial (via a Modem) directly to the banks Private and secure network to
access your own bank account details.
Most of there applications allow you to process:
>Single or batched payment instructions
>Direct Debit instructions
>International payments
>Bank transfers as appropriate
They also you to download balance and statement information for reconciliation
purposes.
➢ TELE- BANKING:
Anywhere Banking is the fore under to a host of convenience banking services to

come. With Tele- banking and Internet banking customers can access a range of
banking services, simply by dialing the telephone of a click of the mouse.
➢ CREDIT CARD:
Very time you use a Credit Card. But we are actually borrowing money that is made
available to you by a bank or other financial institution. The institution pays the debt
to the vender and in turn you pay back the money that you borrowed in addition to
any interest drawn on the amount you borrowed.
➢ ATM (AUTOMATIC TELLER MACHINE):
An ATM (AUTOMATIC TELLER MACHINE) is an electronic device which allows

a Banks customers to make cash withdrawals and check their account balance at any
time without the need for a human teller. Many ATMs also allow people to deposit
cash or cheques, transfer money between their bank accounts or even buy Postage
Stamps.
Some Features of ATM:
✓ Cash withdrawal: Withdraw up to Rs. 15,000/- per day from your account. Fast cash
options provides the facility of withdrawing prefixed amounts. Ultra Fast Cash option
allows you to withdraw Rs 3000/- in one-shot.
✓ Balance Enquiry: Know your ledger balance and available balance
✓ Mini Statement: Get a printout of your last 8 transactions and your current balance.
✓ Deposit Cash / Cheques: Available at all full function ATMs. Customers can deposit
both cash and cheques Cash deposited in ATMs will be credited to the account on the
same day provided cash is deposited before the clearing and cheques are sent for
clearing on the next working day.
✓ Funds Transfer: Transfer funds from one account to another linked account in the
same branch.
✓ PIN Changes: Change the Personal Identification Number (PIN) of ATM or Debit
card.
✓ Payments: The latest feature of our ATMs, this functionality can be used for
payment of bills, making donations to temples / trusts, buying internet packs, airtime
recharges for prepaid mobile phones and much more.
✓ Others: Request for a checkbook from our ATMs and our concerned branch will
dispatch it such that it reaches you within 10 working days.
Requests And Intimations
Can electronically submit a request for
➢ Cheque book
➢ Opening a fixed deposit
➢ Opening a recurring deposit
➢ Intimate for the loss of ATM card
➢ Register online for phone and mobile banking
➢ Cheque status Online application for debit card
➢ Issue a DD or a Banker’s cheque fom account at special rates. Just select the account to
be debited form and give details of the amount, location and beneficiary. The demand
draft will be couriered to a/c holder at their mailing address.
➢ Customers can get their applications for issuance of Letters of Credit and Bank
➢ Book your Railways Ticket Online.

Demat Account and Share Trading
Demat Account
Demat is commonly used abbreviation of ‘Dematerialization’, which is a process where

by securities like share, debentures are converted from the material’ (paper documents
Junto electronic data and stored in the computer of an electronic Depository
A depository is a security ‘banks,’ where dematerialized physical securities are held in

custody, and form where they can be traded. This facilitates faster, risk-free and low
cost settlement.
Share Trading
In share trading a customer can buy and sell securities online without stepping into a
broker's office. Once the share are dematerialized then the trading can be done from
home or office. As demat a/c are directly linked to the customer's bank a/c, so there is no
need to write cheque for the payments or to fill up the slips to deposit the cheque.
Amount for the purchase and sale of securities is automatically debited or credited to
their bank a/c. it also brings the same convenience while investing in Mutual funds also
Hassle free and Paperless.
INTERNET BANKING VERSUS TRADITIONAL BANKING
In spite of numerous facilities that Internet banking offers us, we still seem to trust our
traditional method of banking and is reluctant to use online banking. But here are few
cases where Internet banking will end up to be a far better option in terms of saving your
money.
Stop payment done through Internet banking won’t cost any extra fees but when done
through the branch, the bank may charge you Rs 50 per cheque plus the service tax.
Through Internet banking, you’ll check your transactions at any time of the day, and as
repeatedly as you would like to. On the opposite hand, during a traditional method, you
get quarterly statements from the bank and if you request for a press release at your
required time, it’s going to turn out to be an expensive affair. The branch may charge
you Rs 25 per page, which incorporates only 30 transactions. Moreover, the bank branch
would take eight days to deliver it at the doorstep.
If the fund transfer has got to be made outstation, where the bank doesn’t have a branch
the bank would demand outstation charges. Whereas with the help of online banking.it
will be absolutely free for you. As per the web and Mobile Association of India’s report
on online banking 2006, “There are many advantages of online banking. It is
convenient, it is not bound by operational timings, there are not any geographical
barriers and therefore the services are often offered at a miniscule cost.”
The E-Banking Strategies
Though e-banking offers vast opportunities, yet even less than one in three banks have
ane banking strategy in place. According to a study, less than 15 percent of banks with
transactional websites will realize profits directly attributable to those sites. Hence,
banks must recognize the seriousness of the challenge ahead and develop a strategy that
will enable them to leverage the opportunities presented by the Internet.
No single e-banking strategy is right for every banking company. But whether they
adopt an offensive or a defensive posture, they must constantly re-evaluate their
strategy. In the fast-paced c-economy, banks have to keep up with the constantly
evolving business models and technology innovations of the Internet space. Early e-
business adopter like Wells Fargo not only entered the e-banking industry first but also
showed flexibility to change as the market developed. Not many banks have been as e-
business-savvy. But the pressure is now building for all banks to develop sound e-
business strategies that will attract and retain increasingly discriminating customers.
The major problem with the banks, which have already invested huge amounts in their
online initiatives, is that their online offerings remain unprofitable. Though banks have
enrolled some existing customers in their online programs, they are not getting
customers in large numbers. This has made banks wonder whether there is any value in
the online channel. Just enrolling customers for online banking may not be sufficient
until and unless they use the site actively Banks must make efforts to increase their site
usage by customers and effectively co-ordinate the online channel with branches and
call centers. Then only they will be able to derive maximum value that includes cost
reduction, cross-selling opportunities, and higher customer retention.
Customers have some rational reasons for staying offline. Some of these reasons include
usability features of the site, concerns about security and frequent complaints that
signing up is complicated and time-consuming. Banks can solve these problems by
refocusing investment on improving the site’s basic functionality and user-friendliness,
and avoiding advanced features that most customers neither understand nor value.
Banks must make efforts to familiarize customers with their sites and show them how
easy and efficient the online channel is to use:
Integrating the online channel with the rest of the bank is another important issue that
banks must focus upon. This is important because nearly all the value of the online
channel is realized offline – in cross sales completed in other channels and in cost
reductions. An actively used online channel should also serve as a medium to sell
banking services for the branch staff, the call center, and the relationship manager
Integrated channels working together are far more effective than a group of channels
working without any coordination.
To facilitate this integration, banks must formulate paths that people in various customer
segments are likely to take among the channels. The interactions in each channel can
then be worked around these paths. For example, a call center representative must work
out which channels the customer used before coming to her, and which channels the
customer is likely to visit next. Each channel must have entry and exit points that must
welcome customers und then send to other channels. Hence, the overall goal of banks is
to create a seamless likely to visit next. Each channel must have entry and exit points
that must welcome customers and then send to other channels. Hence, the overall goal
of banks is to create a seamless multichannel experience.
On the other hand, those banks that are planning to build their online businesses will
have to understand several strategic issues like do they have the right business model for
e-banking? How should they price their e-banking products and services? Bankers
planning to move into e banking have to explore different options, make investments
and have to develop a variety of partnerships. They have to put their time and efforts to
identify the best opportunities. In the case of traditional banks, if they are too aggressive
in using price incentives to build their e-business, they risk the profitability of their
traditional business. However, if they do not offer sufficient price incentives for
customers to bank online, their efforts to build a sound e-banking business may not
fructify.
Banks have to be creative in rethinking organizational structures and management

processes. Traditional banks that are conservative in nature may find it difficult to
attract and retain online talent. Moreover, getting people in the traditional business to
help build an e-enterprise would not be an easy task. To make all this happen, requires a
major revision of incentive systems, planning and budgeting processes, and
management roles. Banks can exploit the opportunities provided by the Internet if they
demonstrate courage use their imagination, and take decisive action.
While most of the banks have started focusing on e-banking activities, a new challenge
in the form of mobile banking has emerged. M-Banking is both an additional
opportunity for banks to offer their online services and an additional channel from
which to access new customers and cross-sell to existing customers. Rapidly changing
lifestyles of customers and their demand for more speed and convenience has subdued
the role of branch banking to a certain extent. With the proliferation of new
technologies, disintermediation of traditional channels is being witnessed. Banks can go
beyond their traditional role as a channel for banking/financial services and can become
providers of personalized information. They can successfully leverage m banking to:
• Provide personalized products and services to specific customers and thus increase
customer loyalty
• Exploit additional sources of revenue from subscriptions, transactions and third-party

Referrals. M-Banking gives banks the opportunity to significantly expand their customer
relationships provided they position themselves effectively. To leverage these
opportunities, they must form structured alliances with service affiliates, and acquire
competitive advantage in collecting, processing and deploying customer information.
Chapter No.2 :
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY
Statement of Problem:
All the private banks in the city are providing different e-banking services and
acceptance to their current account holders. They have different e-banking services
charges and different types of accounts to cater to the needs of their customers. The
reasons for selecting this topic is to compare all the different e-banking services
provided by different banks to give the suggestions to improve the products in order to
make competitive and customer friendly. This helps the bank to make changes in their
products in order to compete even with nationalized and co-operative banks.
Objective of the Study:
• The subject matter or the scope of the study is to confined the comparison of the e-
banking services provided by the private sector banks in the Silvassa city.
• Earlier studies on e-banking were completely technical oriented but on the other hand
my study is customer oriented.
• The study also attempts to know the customers awareness about the services provided
how often they utilize those services.
• An attempt is made to know the satisfaction level of the customers and customer
awareness.
Sources of Data:
The study is based on primary and secondary data. Primary data has been collected from
persons having their current account in different banks (including private &nationalized
banks in Silvassa city) by filling up well-structured questionnaire and through personal
meeting with customers. Secondary data was collected from different brochures of
different banks, websites of banks, magazines and journals.
Research Approach:
To collect the primary data, "Survey Research Approach was adopted for the project.
Research Instrument:
For the collection of primary data, properly structured Questionnaire was used. The
questionnaire comprises of both Close Ended and Open- Ended Questions. In case of
Close ended questions, Checklist, Likert scales have been included.
Limitation of the study :
This study too has its limitations that limits the applicability and validity of this study.
The limitations are below:
• The sample size is too small and cannot be applied to the entire population.
• There are various people with various choices the conclusion drawn at the end of the
research may or may not be satisfied to every individual .
Chapter No.3 :
LITERATURE REVIEW
Review of Literature
In this field few studies were conducted in India. The researcher reviewed many researches conducted
in India and abroad to find out the correct area to carry out the research work, which will fruitful for
the professionals and country.
Rangan, V. Kasturi and Lee, Katharine L., (2012), “Mobile Banking for the Unbanked “,
The case describes in detail the workings of two mobile banking operators in Africa WIZZIT in South
Africa and M-PESA in Kenya. It explores the dimensions of strategy that make for success in the
market for the unbanked. It raises questions regarding the portability of the model to other countries
and settings.
Raja, Joe A. (2012), “Global e-banking scenario and challenges in banking system”,
This paper is an attempt to explore the various levels of internet banking services provided by banks
using the secondary data. It also compares the traditional banking systems with net banking. It lists out
the various advantages of internet banking and the successful security measures adopted by different
banks for secured banking transactions. It also analyzes how E-banking can be useful for banking
industry during this global financial melt down.
Van B., Paul, Veloso, Francisco M. and Oliveira, P., (2012), “ Innovation by Users in Emerging
Economies: Evidence from Mobile Banking Services”,
This paper examined the extent to which users in emerging economies innovate, and whether these
innovations are meaningful on a global stage. To study this issue, the researcher conducted an
empirical investigation into the origin and types of innovations in financial services offered via mobile
phones, a global, multi-billion dollar industry where emerging economies play an important role. The
researcher used the complete list of mobile financial services, as reported by the GSM Association
(GSMA), and collected detailed histories of the development of the services and their innovation
process.
Analysis of this study shows that 85% of the innovations in this field originated in emerging markets.
The researcher also conclude that at least 50% of all mobile financial services were pioneered by users,
approximately 45% by producers, and 5% jointly by users and producers. Additionally, services
developed by users diffused at more than double the rate of producer-innovations. Finally, the
researcher observed that threequarters of the innovations that originated in emerging markets have
already diffused to OECD countries and that the (user) innovations are therefore globally meaningful.
Nel J., Boshoff C., Raleting T., (2012), “Exploiting the technology cluster effect to enhance the
adoption of WIG mobile banking among low-income earners” This study investigated the attitude
formation of low-income, non-users of Wireless Internet Gateway (WIG) mobile banking, by including
use of the Short Message Services (SMS) as a moderator of attitude formation. A non-probability
sample of 465 South African non-users of mobile banking was drawn and clustered into High users and
Low users of the SMS, based on the average number of text messages sent in a week. The moderating
effect of "use of the SMS" was investigated by means of a structural equation modelling multi-group
analysis. The findings revealed that the influence of Ease of use on Attitude and of Self-efficacy on
Ease of use were stronger for High users and significantly different from Low users, while the opposite
was true for the influence of Facilitating conditions on Usefulness.
Oliveira P., Eric V. H., (2011), “Users as service innovators: The case of banking services”
Fond that 55% of today's computerized commercial banking services were first developed and
implemented by non-bank firms for their own use, and 44% of today's computerized retail banking
services were first developed and implemented by individual service users rather than by commercial
financial service providers. Manual precursors to these services – manual procedures that carried out
functions similar to computerized services in our sample – were almost always developed by users as
self-services.
Mas I., Dan R., (2011), “Scaling Mobile Money”,

Retail payment systems require scale to get off the ground and struggle to grow incrementally. This is
due to three factors: (i) Network effects: when it comes to payment systems, the value of joining a
network is directly proportional to the number of people already on it; (ii) Chicken-and-egg trap: in
order to grow, these systems must aggressively attract both customers and cash-in/cash-out merchants
in tandem, otherwise, merchants will stop offering the service due to low transaction revenue and
customers will not join the system because they cannot access a convenient outlet; (iii) Trust:
customers have to become comfortable going to non-bank retail outlets to meet their cash-in/out needs
and initiating transactions through their mobile phones. Until a deployment serves a large number of
customers, people will lack trust in the new system, because they know few who can vouch for it. To
overcome these barriers, mobile money deployments need to reach a critical mass of customers as
quickly as possible, lest they get stuck in the ‗sub-scale trap‘. To do this, they need to get three things
right. First, they must create enough urgency in customers‘ minds to learn about, try and use the
service. Second, they must invest heavily in above and below the line marketing to establish top of
mind awareness of (and trust in) the service among a large segment of the population. And, third, they
must incur considerable customer acquisition costs (beyond marketing and promotion) to ensure that
their cash-in/out merchants are adequately incentivized to promote the service.
Traynor P., Amrutkar C., Rao V., Jaeger T., McDaniel P., Porta T. L., (2011), “From mobile
phones to responsible devices”
Mobile phones have evolved from simple voice terminals into highly-capable, general purpose
computing platforms. While people are becoming increasingly more dependent on such devices to
perform sensitive operations, protect secret data, and be available for emergency use, it is clear that
phone operating systems are not ready to become mission critical systems. Through a pair of
vulnerabilities and a simulated attack on a cellular network, we demonstrate that there are a myriad of
unmanaged mechanisms on mobile phones, and that control of these mechanisms is vital to achieving
reliable use. Through such vectors, mobile phones introduce a variety of new threats to their own
applications and the telecommunications infrastructure itself. In this paper, we examine the
requirements for providing effective mediation and access control for mobile phones. We then discuss
the convergence of cellular networks with the Internet and its impact on effective resource management
and quality of service. Based on these results, we argue for user devices that enable predictable
behavior in a network—where their trusted computing bases can protect key applications and create
predictable network impact.
Ahmed S. M, Shah J. R., Md. A. I., Samina M., (2011), “Problems and prospects of mobile
banking in Bangladesh”
This study revealed that 61 % respondents think it saves time than traditional banking, the highest
number of respondents use mobile banking for â€˜Air-time top-up€™ service, that is 21%, out of 120
respondents 56% replied it is less costlier than traditional banking, 100% respondents did agree that it
is speedy, and 38% respondents are upper class. Although this concept is new in Bangladesh but its
potentiality is high. From this research, other researchers and policy makers will get an insight about
the problems and prospects of mobile banking in Bangladesh.
Lin H. F. (2011), “An empirical investigation of mobile banking adoption: The effect of
innovation attributes and knowledge-based trust”,
This study developed a research model to examine the effect of innovation attributes (perceived
relative advantage, ease of use and compatibility) and knowledge-based trust (perceived competence,
benevolence and integrity) on attitude and behavioral intention about adopting (or continuing to use)
mobile banking across potential and repeat customers. Based on a survey of 368 participants (177 for
potential customers and 191 for repeat customers), this study uses a structural equation modeling
approach to investigate the research model. The results indicate that perceived relative advantage, ease
of use, compatibility, competence and integrity significantly influence attitude, which in turn lead to
behavioral intention to adopt (or continue-to-use) mobile banking. Additionally, by using multi-group
analysis with t-statistics, the results found that the antecedents of attitude toward mobile banking differ
between potential and repeat customers.
Mas I., (2011), “Capturing the Potential of M-Payments for the „Unbanked”, This article
discusses the potential of using mobile phones to greatly increase access to financial services in
developing countries, and reviews the main success factors in a mobile banking project.
Dube T., Kosmas N., Collins M., Lloyd C., (2011), “Adoption And Use of SMS/Mobile Banking
Services in Zimbabwe: An Exploratory Study”
The findings showed that although SMS banking was first launched in 2004, the service was still in its
infancy. Evidence showed that accessibility and affordability were the major drivers to the adoption of
SMS banking. The research confirmed the assertion that the appeal is more about accessibility and
affordability in developing countries. This has been exacerbated by the lack of regulation for
electronic banking in Zimbabwe. The study recommended an increased awareness campaign by banks
and development of policy and regulation for electronic banking in Zimbabwe.
Sudhakar A. M., Suryanarayana, (2011), “Emerging mobile banking scenario and its adoption in
India: a study”,
With broadband communication technological developments and mobile phones penetration(481

million by June 2009) into common man's life have triggered major thrust in the Banking service sector
of India. With Mobile Banking- a revolutionary approach to banking transactions has created a strong
connectivity between customers and the banks as both will transact with minimum cost and in
minimum time. It is a timely and its cost effective services can deliver mobile money to non-banked
poor people and will induce economic growth of the country. This article discusses the status of Mobile
Banking in India and other countries with emphasis on data security and standards and its implication
on banking sector.
Murillo R. H., Llobet G., Fuentes R. (2010) “Strategic online banking adoption”, found out that
bank-specific characteristics are important determinants of banks‘ adoption decisions, competition also
plays a prominent role. The extent of competition is related to the geographic overlap of banks in
different markets and their relative market share in terms of deposits. In particular, banks adopt online
banking services earlier in markets where their competitors have already adopted this technology. This
paper is one of the first to construct local banking markets using the geographic market definitions
delimited by the CASSIDI® Database compiled at the Federal Reserve Bank of St. Louis.
Alain Y. C., Keng B. O., Binshan L., Boon I. T., (2010) "Online banking adoption: an empirical
analysis" showed that perceived usefulness, trust and government support all positively associated
with the intention to use online banking in Vietnam. Contrary to the technology acceptance model,
perceived ease of use was found to be not significant in this study.
Kenneth B. Y., David H. W., Claire L., Randall B, (2010) "Offline and online banking - where to
draw the line when building trust in e-banking?", found that Traditional service quality builds
customer trust in the e-banking service. The size and reputation of the bank were found to provide
structural assurance to the customer but not in the absence of traditional service quality. Web site
features that give customers confidence are significant situation normality cues.
Agarwal R., Rastogi S., Mehrotra A., (2009), “Customers‟ perspectives regarding ebanking in an
emerging economy”
Determining factors affecting customer perception and attitude towards and satisfaction with e-banking
is an essential part of a bank's strategy formulation process in an emerging economy like India. To gain
this understanding in respect of Indian customers, the study was conducted on respondents taken from
the northern part of India. The major findings depict that customers are influenced in their usage of e-
banking services by the kind of account they hold, their age and profession, attach highest degree of
usefulness to balance enquiry service among e-banking services, consider security & trust most
important in affecting their satisfaction level and find slow transaction speed the most frequently faced
problem while using e-banking.
Khan M. S., Mahapatra S. S., (2009), “Service quality evaluation in internet banking: an
empirical study in India”
Demographic analysis of data reveals that gender is hardly a bias for use and evaluation of service
quality of i-banking in most of the cases across various categories of customers. A valid mathematical
model is proposed to assess the overall service quality using regression analysis. The results show that
customers are satisfied with quality of service on four dimensions such as reliability, accessibility,
privacy/security, responsiveness and fulfilment, but least satisfied with the 'user-friendliness'
dimension. The empirical findings not only prioritise different parameters but also provide guidelines
to bankers to focus on the parameters on which they need to improve.
The analysis showed that three variables (relative benefits, propensity to trust and structural
assurances) had a significant effect on initial trust in mobile banking. Also, the perception of initial
trust and relative benefits was vital in promoting personal intention to make use of related services.
However, contrary to our expectation, the reputation as a firm characteristics variable failed to attract
people to mobile banking.
Crabbe M., Standing C., Standing S., Karajaluoto, (2009), “An adoption model for mobile
banking in Ghana”
The impact of social and cultural factors on the adoption of technology still requires much research. To
investigate it more fully, we examine the reasons for the adoption and non-adoption of mobile banking
in Ghana. Through a survey of 271 people in Ghana, it has been found that social and cultural factors
in the form of perceived credibility, facilitating conditions, perceived ulitisation and demographic
factors do play a significant role in adoption decisions. It has been found that ulitisation of technology
and services can be a positive influence for adopters whilst being a negative influence for nonadopters.
In addition, perceived credibility and facilitating conditions also influence attitudes towards the
technology. When these factors are added to a range of demographic factors, the impact of the social
and cultural features of the context of studies can be seen as significant.
Petrus G., Nelson O. N., (2006) “Borneo online banking: evaluating customer
Perceptions and behavioural intention”,
The results indicate that perceived usefulness and perceived ease of use are strong determinants of
behavioural intention to adopt online banking. There is also an indirect effect of computer self-efficacy
and prior general computing experience on behavioural intention through perceived usefulness and
perceived ease of use.
Avinandan M., Prithwiraj N., (2003) “A model of trust in online relationship banking”,
Observed that shared value is most critical to developing trust as well as relationship commitment.
Communication has a moderate influence on trust, while opportunistic behaviour has significant
negative effect. Also finds higher perceived trust to enhance significantly customers‘ commitment in
online banking transaction. An important contribution concerns how trust is developed and sustained
over different levels of customer relationship in online banking. The future commitment of the
customers to online banking depends on perceived trust.
Sarel D., Howard M. (2003), “Marketing online banking services: The voice of the Customer”,
revealed significant differences in attitudes and opinions between early users and those that banks hope
will adopt next. Most importantly, future prospects could be characterised as indifferent about online
banking; many were not convinced about its benefits and the value it provides. While the potential to
expand the market for online banking services exists, banks need to re-examine their marketing
approach.
Aladwani A. M. (2001), “Online banking: a field study of drivers, development Challenges, and
expectations”, the results of a quantitative study of the perceptions of banks‘ executive and IT
managers and potential customers with regard to the drivers, development challenges, and expectations
of online banking. The findings will be useful for both researchers and practitioners who seek to
understand the issues relevant toon line banking.
Milind S., (1999) “Adoption of Internet banking by Australian consumers: an empirical

investigation”, Shows that security concerns and lack of awareness about Internet banking and its
benefits stand out as being the obstacles to the adoption of Internet banking in Australia. Suggested
some of the ways to address these impediments. Further suggests that delivery of financial services
over the Internet should be a part of overall customer service and distribution strategy. These measures
could help in rapid migration of customers to Internet banking, resulting in considerable savings in
operating costs for banks.
Binswanger H. P., Khandker S. R., (1995), “The impact of formal finance on the Rural economy
of India”
India’s supply‐led approach to agricultural credit paid off in non‐farm growth, employment and rural
wages. The impact of expanded credit on agricultural output has been modest, and the benefits of
agricultural income exceed the costs of the programme only if optimistic assumptions are made about
repayment rates on farm credit.
Chapter No.4 :
DATAANALYSIS, INTERPRETATION,
ANDPRESENTATION
STATE BANK OF INDIA(SBI)
SBI Internet Banking service has made it completely easy for the customers to carry out a number of
activities with their bank account. Today, you can check your account balance, get account statement,
make third party transfer or keep track of your transactions with the help of SBI Bank Internet banking
facility. Gone are the days when you have to go to your nearest branch just to update your passbook or
make balance enquiry, SBI Bank online banking service allows the customers to enjoy a number of
online products and services that include:
▪ E-Ticketing
▪ SBI E-Tax
▪ Bill Payment
▪ E-Payment
▪ Fund Transfer
▪ Third Party Transfer
▪ Demand Draft
▪ Cheque Book Request
▪ Account Opening Request
▪ Demat Account Statement
▪ Donation
Online SBI is the SBI Internet Banking website and it offers online access to bank accounts of retail
and corporate customers from anywhere and at anytime. This banking site is developed by highly
talented professionals using the most advanced technologies and tools. Online SBI supports unified and
safe access to bank accounts with over 11,000 branches of the bank across the country. The site is
certified by Verisign, which is the leading Internet certification authority in the world. With the help of
this website, the bank offers a number of corporate and retail banking products and value added
services without any hassle.
In order to enjoy the online banking services offered by SBI, you are first required to have a bank
account with the bank. Then only you can apply for internet banking facility. SBI Internet banking
application form is easily available at any branch of the bank. In this application form, you will have to
enter your account details, personal details and the address where you would like your internet banking
kit to be posted. If the net banking kit is available with the bank branch at the time of your application
then the bank will offer it immediately. This kit contains your initial Internet banking User ID and
Password through which you can login to your account.
SBI Net Banking activation takes 24 hours and you are required to make your login with the user ID
and password after 24 hours from when you get the internet banking kit from the bank. You can also
search for several internet banking branches of SBI Bank with the help of OnlineSBL It is
recommended that you change your username and password as soon as you login with the details
provided in the Internet banking kit.
General Information:
▪ You should register for Online SBI with the branch where you maintain the account.
▪ If you maintain accounts at more than one branch, you need to register at cash branch
separately.
▪ Normally Online SBI services will be open to the customer only after he/she
acknowledges the receipt of password,
▪ We invite you to visit your account on the site frequently for transacting business or
viewing account balances. If you believe that any information relating to your account
has a discrepancy, please bring it to the notice of the branch by e-mail or letter.
▪ In a joint account, all account holders are entitled to register, as users of OnlineSBI, but
Transactions would be permitted based on the account operation rights recorded at the
Branch. (To begin with the services will be extended only to single or Joint E or S
accounts only)
▪ All accounts at the branch whether or not listed in the registration form, will be
available on the OnlineSBI. However the applicant has the option to selectively view the
accounts on the OnlineSBI.
Security:
The Branch where the customer maintains his/her account will assign:
• 1. User-id &
• 2. Password
• The User-id and Password given by the branch must be replaced by User Name and
Password of customer’s choice at the time of first log-on. This is mandatory.
• Bank will make reasonable use of available technology to ensure security and to
prevent unauthorised access to any of these services. The Online SBI service is
VERISIGN certified which guarantees, that it is a secure site.It means that
1. You are dealing with SBI at that moment.
2. The two-way communication is secured with 256-bit SSL encryption technology,

Which ensures the confidentiality of the data during transmission.
• These together with access control methods designed on the site would afford a high
level of security to the transactions you conduct. SBI will soon be implementing
PKI/Digital Signature
• You are welcome to access OnlineSBI from anywhere anytime. However, as a matter
of precaution, customers may avoid using PCs with public access
• There is no way to retrieve a password from the system. Therefore if a customer

forget his/her password, he/she must approach the branch for re-registration.
Bank’s terms:
1. All requests received from customers are logged for backend fulfillment and are
effective from the time they are recorded at the branch.
2. Rules and regulations applicable to normal banking transactions in India will be

applicable mutatis mutandis for the transactions executed through this site.
3. The Online SBI service cannot be claimed as a right. The bank may also convert this
into a discretionary service anytime.
4. Dispute between the customer and the Bank in this service is subject to the
jurisdiction of the courts in the Republic of India and governed by the laws prevailing in
India. 44/70 5. The Bank reserves the right to modify the services offered or the Terms
of service of OnlineSBI. The changes will be notified to the customers through a
notification on the Site.
Customer’s obligations:
1. The customer has an obligation to maintain secrecy in regard to Username &

Password registered with the Bank. The bank presupposes that login using valid
Username and Password is a valid session initiated by none other than the customer.
2. Transaction executed through a valid session will be construed by SBI to have

emanated
From the registered customer and will be binding on him / her. 3. The customer will not
attempt or permit others to attempt accessing the Online SBI through any unlawful
means.
Do’s & Don’ts:
▪ The customer should keep his/her ID and password strictly confidential and should not
divulge the same to any other person. Any loss sustained by the customer due to non
compliance of this condition will be at his/her own risk and responsibility and the Bank
will not be liable for the same in any manner.
▪ The customer is free to choose a password of his/her own for Online SBI services. As a
precaution a password that is generic in nature, guessable or inferable personal data such
as name, address, telephone number, driving license, date of birth, etc. is best avoid,
45/70 Similarly it is a good practice to commit the password to memory rather than
writing it down somewhere.
▪ It may not be safe to leave the computer unattended during a valid session. This might
give access to your account information to others.
SWOT Analysis (SBI Bank)
Strengths Weakness
Opportunities Threats
Strengths Weakness
Opportunities Threats
Merger of associate
Advent of MNC banks
banks with SHI
Expansion on Foregin
Employee Strike
soil
Private banks venturing

New Branches and ATM
into the rural
Opportunities fue
CRM
public sector bunks
1. Basic data
ariable Response Percentage

category
Gender Male 71.9
Female 28.8
Other 2
Total 100
Age Below 18 2.2
18-30 50.9
30-40 25.8
Above 40 21.1
Total 100
Missing 1.0
Education 12th standard and 14.7

below
52.0
Bachelors/Diploma
31.5
Master
degree/Doctorate 10.8
Other 100
Total
Missing
Occupation Students 25.2
Self employed 44.2
Service 27.4
Other 3.2
Missing 1.6
Total 100
Income Less than Rs 10000 16.7
Rs 10000-less than Rs 19.0
20000
Rs 20000-less than Rs 13.9

30000
23.8
Rs 30000-less than
Rs40000 5.1
Rs 40000-less than
21.5
Rs50000
Above Rs 50000
6.7
Missing
Total 100
Demographic classification
Gender
From the above frequency distribution table it is seen that out of the 508 respondents 71.9% were male, 28.8%
were female and 2% belong to other gender category. Most of the respondents in the study are male.
1.1 Gender
From the above frequency distribution table it is seen that out of the 100respondents 71.9% were male, 28.8%
were female and 2% belong to other gender category. Most of the respondents in the study are male.
Gender
0%
28%
Male
Female
other
72%
Age
Out of the 100 respondents 2.2% were below 18 years of age, 50.9% were between 18 and 30 years of
age, 25.38% were between 30 and 40 years of age and 21.1% were above 40 years of age. Hence most
of the respondents under study are between 18 and 30 years.
AGE
2%
21%
Below 18
18-30
30-40
51%
Above 40
26%
Education
Out of the 100 respondents 14.7% were below 12th standard and below, 52.0% were
Bachelors/Diploma, 31.5% were Master degree/Doctorate and 10.8% were belong to
other education category. Hence most of the respondents are Bachelors/Diploma.
Education
1%
15%
32%
12th and Below
Bachleors degree
Masters degree
Other
52%
ccupation
From the above frequency distribution table it is seen that out of the 100 respondents 25.2% were
students, 44.2% were self-employed and 27.4% were service and 3.2% were belong to other
occupation category. Hence most of the respondents in the study are self-employed.
Occupation
3%
25%
28%
Students
Self employed
Service
Other
44%
Income
Income was measured using 6 response options (1=Less than Rs 10000, 2= Rs 10000less than Rs 20000, 3=Rs
20000-less than Rs 30000, 4=Rs 30000-less than Rs 40000, 5=Rs 40000-less than Rs 50000, 6= Above Rs
50000).
Income
17% 19% 1=less than Rs 10000

2= Rs 10000less than Rs 20000,
3=Rs 20000-less than Rs 30000
14%
21% 4=Rs 30000-less than Rs 40000
5=Rs 40000-less than Rs 500000
5% 6= above Rs 50000
24%
).
Statistical data analysis
What do you know about electronic banking?
Respondents were asked to comment on the knowledge of electronic banking using 3 response options
(1=Significance, 2=little bit, 3=Not at all).
Table 4.2: Knowledge about electronic banking
particulars Percent
Significant 50.8
Little bit 44.1
Not at all 4.5
Missing 0.6
Total 100
Percent
1%
4% Significant
Little bit
44% 51%
Not at all
Missing
Interpretation
From the above frequency distribution table Barchart it can be seen that out of the 100 respondents,
51.09 % said they have significant knowledge about electronic banking, 44.3% said they have little bit
knowledge about electronic banking, 4.5% said they have no knowledge about electronic banking. Half
of the respondents lack sufficient knowledge about electronic banking.
The reasons for not opening an electronic bank account.
Respondents were asked to tell about the reasons for not opening an electronic bank account. They
were provided with 13 response options (1=under age, 2=Never heard of electronic banking,
3=Concerned about security, 4=Have not taken time to open an account, 5=Do not see any real value
in having this type of account, 6=Too new. I would like to see how it works, then I may open an
account, 7=Not available in my bank, 8=Do not have Internet at home, 9=Do not trust electronic
services when it comes to managing my money, 10=Electronic services do not enable me to do what I
want to do, 11=I prefer to have personal human relation, 12=Find the process too difficult. 13=other),
they were further ask to choose the options as applicable;
Table : Reasons for not opening an electronic bank account frequencies

Responses
N Percent
Under age 9 5.9%
Never heard of electronic banking 15 9.8%
Concerned about security 36 23.5%
Have not taken time to open an account 16 10.5%
Do not see any real value in having this type of

11 7.2%
account
Too new. I would like to see how it works, then i

12 7.8%
may open an account
Not available in my bank 5 3.3%
Do not have internet at home 6 3.9%

Do not trust electronic services when it comes to
9 5.9%
managing my money
Electronic services do not enable me to do what I want to

6 3.9%
do
I prefer to have personal human relation 14 9.2%
Find the process too difficult 7 4.6%
Other 7 4.6%
Total 153 100.0%
Interpretation
The above frequency distribution table reveals that out of the 153 „YES‟ responses, 5.9%accounted for „under
age‟, 9.8% accounted for „never heard about electronic banking‟, 23.5% accounted for concerned about
„security‟, 10.5% accounted for have „not taken time to open an account‟, 7.2% accounted for „do not see any
real value in having this type of account‟, 7.8% accounted for „too new, I would like to see how it works, and
then I may open an account‟, 3.3% accounted for „not available in my bank‟, 3.9% accounted for „do not have
Internet at home‟, 5.9% accounted for „do not trust electronic services when it comes to managing my money‟,
3.9% accounted for „electronic services do not enable me to do what I want to do‟, 9.2% accounted for „I prefer
to have personal human relation‟, 4.6% accounted for „find the process too difficult‟.
Hence it can be concluded that the top 4 reasons for not opening an electronic bank account are: 1) Concern
about security, 2) have not taken time to open account, 3) never heard about electronic banking, 4) I prefer to
have personal human relation.
Do you use any electronic banking services?
Respondents were asked to comment on whether they are using e-banking services using 2 response options
(1=Yes, 2=No).
Table: Usage of electronic banking services
Response category Percent
Yes 86
No 14
Chart: E-banking service
Usage of electronic banking services
14%
yes
no
86%
Interpretation
From the above frequency distribution table it can be seen that out 100 of the total respondents, 86% are using
electronic banking services and14 % said they don’t use electronic banking services.
How long have you been using electronic banking services?
Respondents were asked to comment on how long they have been using the e-banking services using
4 response options (1= less than 1 month, 2= 2-3 times a week, 3=4-5 times a week, 4= infrequently).
Table: Duration of usage of electronic banking services
percent
Less than 1 month 8.9
1 month- less than 1 month 18.5

1 year- less than 2 years 21.7
2 years and more 41.7
Missing 9.3
Total 100
Fig: Duration of usage of electronic banking services
percent
9% 9%
less than 1 month
18%
1 month-less than 1 year
1 year- less than 2 years
42% 2 years and more

missig
22%
Interpretation
From the above frequency distribution table Bar chart it can be seen that the out of 100 respondents
46% said they have been using electronic banking services for 2 years and more 23.8% said they have
been using e-banking services for 1 year and less than 2 years, 20.3 % for 1 month and less that 1
month and 9.8 % said less than 1 month.
How many banks do you deal with?
Table: The number of banks which consumers deal with
percent
One 44.1
Two 27.2
Three 7.7
Four 2.4
Five 1.0
Eight 0.2
Missing 17.5
Total 100
percent
one
18% two
0%
1% three
2%
44%
8% four
five
eight
27%
missing
Interpretation
53.4% said they deal only with one bank and 32.9 % said they deal with 2 banks, 9.3 % with 3 banks ,
2.8% said they deal with 4 banks, 1.2% with 5 banks and 0.2% only said they deal with 8 banks.
How often do you use the e-banking services?
Table: Frequency of use of e-banking services
percent
Once a week 18.7
2-3 times a week 35.6

Frequently 23.2
Missing 8.5
Total 100
Figure: Frequency of use of e-banking services
percent
9%
19% once a week
23% 2-3 times a week

4-5 times a weak
frequently
35% missing
14%
Interpretation
38.9% said they use e-banking services 2-3 times a week,25.3% said they are using e-banking services
frequently, 20.4% said they use electronic banking services once a week, 15.2% said that they use e-
banking services 4-5 times a week.
Where do you usually access the Internet from?
Table: The place of access the Internet
Percent
Home 59.6
Work place 24.0
College 2.4
Cyber cafe 10.4
Missing 3.6
Total 100
Figure: The place of access the Internet
percent
4% Home
10%
2% work place
college
24% 60% cyber café
missing
Interpretation
From the above frequency distribution table Bar chart it can be seen that the out of 100 respondents 60.7% said
they usually access the Internet from their home, 25.6% said they usually access the Internet from their work
place, 11.1% said cyber cafe and 2.5% said the college.
Which electronic features do you use regularly?
Respondents were asked to tell about the electronic features which they use regularly. They were provided with
7 response options (1= Pay bills, 2=Make an account inquiry, 3=Wire transfer, 4=Transfer funds between
accounts, 5=Process payroll, 6=Order check books, 7=other).They were further ask to choose the options as
applicable; Hence the question was a multiple choice question data were analyzed using multiple response
analysis option in IBM SPSS 21.
Table: The electronic features which consumer use regularly

Interpretation
Out of the 100 „YES‟ responses, 31.9% accounted for „pay bills‟, 19.0% accounted for „make an account
enquiry‟, 7.8% accounted for „wire transfer‟, 26.0% accounted for „transfer funds between accounts‟, 4.0%
accounted for „process payroll‟, 5.3% accounted for „order check books‟, and 6.1% accounted for other.
Particulars
Percent
Pay bills 31.9
Make an account inquiry 19.0
Wire transfer 7.8
Transfer funds between accounts 26.0
Process payroll 4.0
Order check books 5.3
Other 6.1
Total
100
percent
paybills
4% 6% make an account inquiry
5%
32% wire transfer
transfer funds between accounts
26% order checks books
process payroll
8% 19%
other
Have you had difficulty logging on to the bank’s website?
Table: Difficulty on logging to the bank’s website
All the time 2.6
Sometimes 69.5
Not at all 19.5
Missing 8.5
Total 100
Chart: Difficulty on logging to the bank’s website

Difficulty on logging to the bank’s
website
9%3%
All the time
19% Sometimes
Not at all
69% Missing
Interpretation
From the above frequency distribution table it can be seen that out of the total 100 respondents, 2.6% said they
have had difficulty logging on to the banks website all the time, 69.5% said they have had difficulty logging on
to the banks website sometimes and 19.5% had difficulty logging on to the banks website not at all. More than
half of the respondents had difficulty logging on to the banks website all the time.
What are the reasons that you typically visit your bank branch?
respondents were asked to tell about the reasons that they typically visit their bank branch. They were provided
with 10 response options (1=To deposit cash, 2=To withdraw cash, 3=To get advice for investment options,
4=To operate a locker,5=To take out a demand draft, 6=To make fixed deposit/recurring deposit, 7=To pay
taxes, 8=To operate Public provident fund account (PPF), 9=To raise a loan, 10=Other). They were further they
were further ask to choose the options as applicable; Hence the question was a multiple choice question data
were analyzed using multiple response analysis option in IBM SPSS 21
Interpretation
Out of the 100 ‟YES‟ responses, 29.2% accounted for „to deposit cash‟, 16.8% accounted for „to withdraw
cash‟, 7.4% accounted for „to get advice for investment options‟, 5.7% accounted for „to operate a locker‟,
7.8% accounted for „to take out a demand draft‟, 3.5% accounted for „to make fixed deposit/recurring deposit‟,
3.7% accounted for „to pay taxes‟, 2.5% accounted for „to operate public provident fund account (PPF)‟,
15.5% accounted „to raise a loan‟, 8.0% accounted for other.

To deposit cash 29.2
To withdraw cash 16.8
To get advice for investment options 7.4
To operate a locker 5.7
To take out a demand draft 7.8
To make fixed deposit/recurring deposit 3.5
To pay taxes 3.7
To operate Public provident fund account 2.5

(PPF)
To raise a loan
15.5
Other
8.0
Total
100
Percent
To deposit cash
8%
to withdraw cash
29% to get advice for investment options

15%
to operate a locker
to take out a demand deposit
3%
4% to make fixed deposit recurring deposits
3% to pay taxes
to operate public provident fund account
8% 17%
to raise a loan
6%
7%
other
What are the disadvantages of visiting a bank branch?
Respondents were asked to tell about the disadvantages of e-banking. They were provided with 6 response
options (1= Waiting, 2=Distance, 3=Working days and working hours, 4= Quality of services, 5=other, 6=No
disadvantage).They were further
ask to choose the options as applicable; Hence the question was a multiple choice question data were analysed
using multiple response analysis option in IBM SPSS 21.
The disadvantages of visiting a bank branch

of cases
Waiting 49.8
Distance 17.0
Working days and working hours 18.1
Quality of services 9.1
Other 1.6
No disadvantage 4.3
Total 100
Interpretation
The above frequency distribution table reveals that out of the 100 „YES‟ responses,
49.8% accounted for „waiting‟, 17.0% accounted for „distance‟, 18.1% accounted for
„working days and working hours‟, 9.1% accounted for „quality of services‟, 1.6% accounted for
other , 4.3% accounted for not disadvantage.
Percent of cases
2%4%
9%
Waiting
Distance
Working days and hours
18% 50%
Quality of services
Others
No disadvantages
17%
What are your reasons for choosing e-banking services?
Respondents were asked to tell about the reasons for choosing e-banking services.
They were provided with 7 response options (1= Convenience, 2, Time saving,
3=Safety, 4=24 hours access to account, 5=Reliability, 6=User friendly, 7=other).They were further
ask to choose the options as applicable.
the reasons for choosing e-banking services

of cases
Percent
Convenience 22.1
Time saving 31.5
Safety 7.4
24 hours access to account 27.1
Reliability 4.0
User friendly
6.3
Other
1.5
Total
100
Interpretation
The above frequency distribution table reveals that out of the 100 „YES‟ responses, 22.1%
accounted for convenience, 31.5% accounted for time saving, 7.4% accounted for concerned
about safety, 27.1% accounted for 24 hours access to account , 4.0% accounted for reliability ,
6.3% accounted for user friendly , 1.5% accounted for other.
In using of e-banking services have you faced data quality issues?
Respondents were asked to tell about the data quality issues in e-banking. They were provided with 8 response
options (1=Accuracy, 2=completeness, 3=Update status, 4=Reliability, 5=Relevance, 6= Easy access, 7=
Consistency across data sources, 8=Appropriate presentation).They were further ask to choose the options as
applicable.
Data quality issues face by consumers while using e-banking services

of cases
Percent
Accuracy 28.5
completeness 6.4
Update status 9.6
Reliability 8.2
Relevance 3.4
Easy access 34.7
Consistency across data 4.6

sources
Appropriate presentation
4.9
Total
100
Interpretation
accounted for accuracy, 6.4% accounted for completeness, 9.6% accounted for concerned about
update status, 8.2% accounted for reliability , 3.4% accounted for relevance, 34.7% accounted for
easy access, 4.6% accounted for consistency across data sources, 4.6% accounted for appropriate
presentation.
Do you think human contact is important for banking relation?
Importance of human contact for banking relation
percent
10%
18%
4% completely
9% somewhat
unsure
not at all
missing
59%
Response category percent
Completely 17.7
Somewhat 59.4
Unsure 8.9
Not at all 4.3

Missing 9.7
Total 100
What are the disadvantages of e-banking?
Respondents were asked to tell about the disadvantages of e-banking. They were provided with 8
response options (1= Overall difficulty of using e-banking system, 2= Lack of assistance, 3= Security
concerns, 4= Limited service (doesn’t enable all banking operations), 5=Impersonality of the service,
6=Dependence on Internet service, 7= Unreliable, 8= other).They were further ask to choose the
options as applicable.
The disadvantages of e-banking services
Overall difficulty of using e-banking 3.9

system
Lack of assistance 10.5
Security concerns 26.2
Limited service (doesn‟t enable all 8.2
banking operations)
Impersonality of the service 4.4
Dependence on Internet service 37.5
Unreliable 4.1
Other 5.6
Total 100
Interpretation
accounted for overall difficulty of using e-banking system‟, 10.5% accounted for „lack of
assistance‟, 26.2% accounted for „concerned about security‟, 8.2% accounted for „limited
service‟, 4.4% accounted for „impersonality of the service‟, 37.5% accounted for „dependence on
Internet service‟, 4.1% accounted for „unreliable‟, 5.6% accounted for other.
What would encourage you to use more e-banking services?
Respondents were asked to tell about the reason which encourages them to use ebanking services. They were
provided with 5 response options (1= Rewards (discounted fees), 2=Simple procedure /Ease in the use,
3=Higher security, 4=Lower transaction cost, 5=other).They were further ask to choose the options as
applicable.
: The reasons of encouraging consumers to use e-banking services
Response category
Percent
Rewards (discounted fees)
Simple procedure /Ease in the 24.5

use
24.5
Higher security
19.0
Lower transaction cost
29.4
Other
2.7
Total
100
percent
3% rewards (discounted fees)

25%
29% simple procedure
higher security
lower transaction
24%
19%
other
If you are using the following services, please ✓how frequently do you use them?
Frequency of using telephone banking services
1-2 times a week
25.0
Telephone banking
Frequently 24.8
Missing 36.8
Total 100
Telephone banking
percent

4-5 times a week
8% frequently
5% missing
25%
Interpretation
The above frequency distribution table Bar chart it can be seen that the out of 100
respondents 39.5% said they are using telephone banking once a week, 39.2% said they
are using telephone banking frequently, 12.4% said they are telephone banking 2-3
times a week and 8.7% said they are using it 4-5 times a week.
Automated teller machine (ATM)
Frequency of using (ATM)
Once a week 25.4
Automated Teller
Machine (ATM) 2-3 times a week 23.6
Frequently 9.4
Missing 10.8
Total 100
ATM
percent
11%
25% one a week
9%
2-3 times a week
4-5 times a week
frequently
31% missing
24%
Interpretation
From the above frequency distribution table Bar chart it can be seen that out of 100 respondents 34.4% said
they are using ATM 4-5 times a week,28.4% said they are using automated teller machine (ATM) once a week,
26.46% said they are using ATM 2-3 times a week and 10.6% said they are using ATM frequently.
Chapter No.5 :
FINDINGS
SUGGESTIONS AND
CONCLUSION
FINDINGS
❖ One of the most important reason for which people are opting for Private banks is due to the e-banking
services and inter connectivity between the branches.
❖ The people having high income are more concerned for the e-banking services as compared to average
and low income group.
❖ Still many people prefer co-operatives as their first choice due to the facility of same day clearing due
to e-banking revolutions. Moreover, co-operatives work more on relations rather than rules, which is
more preferable to many customers.
❖ Business houses that have their business spread over different places prefer to have their account in
private banks because of the e-banking services provided by the Private Banks.
❖ Customers having a plus account in the HDFC bank can get their Demand drafts made free of charge,
irrespective of the location. Moreover, the facility of fund transfer due to net banking also reduces their
collection charges to a large extent and thus they can make smart use of their money.
❖ The use of E- Banking services is still not up to the mark as expected by the banks. This requires
awareness among the customers about benefits of these services. The customers should be educated
about the benefit of these services. This would help the Bank in a long run.
❖ The machine, which was earlier used as a tool for adding customer service is now considered as a
revenue earner. The maximum use of ATM is usually done only for the purpose of cash withdrawal
and balance inquiry. But in Silvassa is just a mini bank where one can access most of its functions due
to net banking, which would help the Bank to reduce its burden at the branches. Moreover, there is an
need to increase the number of ATMs.
❖ The debit card is used only as a substitute for ATM. The customers do not faith in this facility. This
required awareness among the customers so that they can make efficient use of the card and the
facility. This in turn will increase the flow of funds in the bank.
❖ Due to cost effective advantage e-banking is benefiting the bank customers.
❖ E-banking services are more popular among young generation, which constitutes 70% of Indian
population, as compared to older generations.
❖ If classified on the basis of occupation, salaried people are more availing the e banking services as
compared to the business class.
❖ Due to cost effective advantage e-banking is benefiting the bank customers.
❖ E-banking services are more popular among young generation, which constitutes 70% of Indian
population, as compared to older generations.
❖ If classified on the basis of occupation, salaried people are more availing the e banking services as
compared to the business class.
❖ Only from security point of view ,e-banking is still not considered to be much safe.
❖ E-banking has made life more easier now as compared to traditional banking.
Suggestion
❖ We can see the time is changing and we the passage of time people are accepting technology there is
still a lot of perceptual blocking which hampers the growth it’s the normal tendency of a human not to
have changes work on the old track, that’s also one of the reason for the slow acceptance of internet
banking accounts.
❖ Banks should obey the RBI norms and provide facilities as per the norms, which are not being
followed by the banks.
❖ While the customer must be given the prompt services and the bank officer should not have any fear on
mind to provide the facilities as per RBI norms to the units using sick.
❖ Internet banking facility must be made available in all branches of these two Banks.
❖ Internet banking facility must be made available in all branches of these two Banks.
❖ Each section of these Banks should be computerized even in rural areas also.
❖ Personalized banking should be given a thrust as more and more banks are achieving in usual services.
❖ Covering up the towns in rural areas with ATMs so that the people in those area scan also avail better
services.
❖ Prompt dealing with permanent customers and speedy transactions without harassing the customers.
❖ Covering up the towns in rural areas with ATMs so that the people in these area scan also avail better
services.
❖ Prompt dealing with permanent customers and speedy transactions without harassing the customers.
❖ Fair dealing with the customers Mere contributions from the employees of the bank. The staff should
be co-operative, friendly and must be capable of understanding the problems of the customers.
❖ Give proper training to customers for using E-banking.
❖ Create a trust in mind of customers towards security of their accounts.
❖ Provide a platform from where the customers can access different accounts at single time without extra
charge.
❖ Make their sites more users friendly. Customers should be motivated to use l-banking facilities more.
Conclusion
This study attempted to identify key quality attributes of internet banking services by analyzing
internet banking customers & their comments on banking experience. The findings of this study show
that despite of many advantages of online banking. People still consider it as an alternative for
analyzing their bank records. Although every bank today provides the facility of online banking but
most of people use it only once a month. This reason is that in case of internet banking interpersonal
interaction with customers is seldom possible. Identification & measurement of customer’s
expectations of the internet banking services provide a frame of reference & their related quality
dimension.
The main factors which persuade people to use online banking are comfort & convenience & the
facility which attracts them most is quality& quantity of information. Therefore the implementation
of quality initiatives should begin with defining customer’s need & preferences & their related
quality dimensions There is still a lot needed for the banking system to make reforms and train their
customers for using internet for their banking account. Going through the survey the main problem
lies that still customer have a fear of hacking of accounts and thus do not go on for internet banking.
Banks are trying their level best by providing the best security options to the customers but then to
there is lot of factors which betrays a customer from opening an internet bank account.
Banks are providing free internet banking services also so that the customers can be attracted. By
asking the bank employs we came to know that maximum numbers of internet bank account holders
are youth and business man. E-Banking is an innovative tool that is fast becoming a necessity. It is a
successful strategic weapon for banks to remain profitable in a volatile and competitive market place
of today. If proper training should be given to customer by the bank employs to open an account will
be beneficial secondly the website should be made friendlier from where the first time customers can
directly make and access their accounts. In future, the availability of technology to ensure safety and
privacy of e-transactions and the RBI guidelines on various aspects of internet banking will definitely
help in rapid growth of internet banking in India.
ANNEXURE
ANNEXURE (QUESTIONNARE)
Questionnaire for E-banking Services
(A)Personal Information
1. Name:
2. Gender:
a) Male
b) Female
c) Other
3. Age:
a) Below 18
b) 18-30
c) 30-40
d) Above 40
4. Education:
a) 12th standard and below

b) Bachelors degree/Diploma
c) Masters degree/Doctorate
d) Other
5.Occupation:
a) Student
b) Self employed
c) Service
d) Other (please Specify)
6. Income:
a) Less than Rs10000
b) b) Rs 10000-less than Rs 20000
c) Rs 20000-less than Rs 30000
d) d) Rs 30000-less than Rs 40000
e) e) Rs 40000-less than Rs 50000
f) f) Above Rs 50000
(B) Information about behavior as a consumer
1. What do you know about electronic banking?
a) Significant
b) Little bit
c) Not at all
2. Do you use any electronic banking service?
a) Yes
b) No
❖ If you are not using the e-banking services, please answer the following question:
What are the reasons that you have not opened an electronic bank account?
(Please✓ if applicable)
a) Under age
b) Never heard of electronic banking
c) Concerned about security
d) Have not taken time to open an account
e) Do not see any real value in having this type of account
f) Do not have Internet at home
g) Do not trust electronic services when it comes to managing my money
h) I prefer to have personal human relation
i) Find the process too difficult
j) Other
❖ If you are using the e-banking services, please answer the following questions:
3. How long have you been using the electronic banking services?
a) Less than 1 month

b) 1 month-less than 1 year
c) 1 year-less than 2 years
d) 2 years and more
4. How many banks do you deal with?
5. How often do you use the e-banking services?
a) Once a years
b) 2-3 times a week
c) 4-5 times a week
d) infrequently
6. Where do you usually access the Internet from?
a) Home
b) Work place
c) College
d) Cyber Café
e) Other
7. Which electronic features do you use regularly?
d) Pay bills
e) Make an account inquiry
f) Transfer funds between accounts
g) Process payroll
h) Order cheque book
8. Have you had difficulty logging onto the bank’s website?
a) All the time b) Sometimes c) Not at all
9. What are the reasons that you typically visit your bank branch?
(please✓ if applicable)
a) To deposit cash
b) To withdraw cash
c) To get advice for investment options
d) To operate a locker
e) To take out a demand draft
f) To make fixed deposit/recurring deposit
g) To pay taxes
h) To operate Public provident fund account (PPF)
i) To raise a loan
j) Other (please specify)
10.What are the disadvantages of visiting a bank branch?
(please✓ if Applicable)
a) Waiting
b) Distance
c) Working days and working hours
d) Quality of services
e) Other (please specify)
f) No disadvantage
11.What are your reasons for choosing e-banking services?
(please✓ if Applicable)
a) Convenience
b) Time saving
c) Safety
d) 24 hours access to account
e) Reliability
f) User friendly
g) Other (please specify)
12. In using of e-banking services have you faced data quality issues?
a) Accuracy
b) Completeness
c) Update status
d) Reliability
e) Relevance
f) Easy access
g) Consistency across data sources
h) appropriate presentation
13.Overall, how satisfied are you with e-banking services?
a) Very satisfied
b) Satisfied
c) Not satisfied
14. Do you think human contact is important for banking relation?
a) Completely
b) Somewhat
c) Unsure
d) Not at all
15.What are the disadvantages of e-banking?
a) Overall difficulty of using e-banking system

b) Lack of assistance
c) Security concerns
d) Limited service (doesn’t enable all banking operations)
e) Impersonality of the service
f) Dependence on Internet service
g) Unreliable
h) Other
16.What would encourage you to use more the e-banking services?
a) Rewards (discounted fees)

b) Simple procedure /Ease in the use
c) Higher security
d) Lower transaction cost
e) Other (please specify)
17.Please rank the e-banking services in order of being user friendly.
E-banking services Rank
Telephone banking
ATM services
Net banking
18. If you are using the following services, please ✓ how frequently do you use
them?
E-banking services Once week a 2-3 times a 4-5 times a week Infrequently
week
Telephone banking
Automated Teller
Machine(ATM)
BIBLIOGRAPHY
➢ WEBSITES REFERRED
WWW.E-BANKING.COM
WWW.ONLINESBI.COM
WWW.BANKERSONLINE.COM
WWW.SLIDERSHARE.COM
WWW.DOCSITY.COM
WWW.SCRIBD.COM
WWW.STUDENTPROJECTGUIDE.COM
WWW.ISSUU.COM
➢ Project for references

➢ A THESIS SUBMITTED TO HARATI VIDYAPEETH DEEMED UNIVERSITY PUNE (INDIA)
FOR AWARD OF DEGREE OF DOCTOR OF PHILOSOPHY IN COMMERCE
BY Miss. BAHARAK AGHAMOHAMMADI
➢ A STUDY ON E-BANKING BY TIRTH VELANI FROM UNIVERSITY OF MUMBAI

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Project Report

Impact and Effectiveness Of Online Banking Services

University Of Mumbai for partial completion of the degree of

Bachelor Of Management Studies

Under the Faculty Of Commerce

Mr. Harsh Bhupendra Joshi

Under the Guidance of

Mr. Vijay M. Rajput

Smt. Devkiba Mohansinhji Chauhan

College Of Commerce & Science

Harsh Bhupendra Joshi

Mr. Vijay M Rajput

Student Registration No. ( S. R. N. )

In partial fulfilment for the award of the degree of

“ Bachelor’s Of Management Studies TY“

Smt. Mohansinhji Chauhan College Of Commerce, Science and Law

Name and Guidance of

Name and Signature of the Learner

Name and Signature of the Guiding Teacher

Serial number Topic Page Number

1.1 What is E-Banking? 10

1.2 Definition of E-Banking 11

1.3 Scope of E-Banking 12

1.4 Objectives of E-Banking 13

1.5 Features of E-Banking 14

1.6 Need for E-Banking 15

1.7 History of E-Banking 16

1.8 Advantages and 17

1.9 Medium of E-Banking 20

1.10 Demate account and share 24

1.11 Internet banking vs 25

Chapter 3 Literature review 32

Chapter 4 Data Analysis, 40

4.1 Introduction of SBI 41

4.2 General information of 42

4.3 Banks term and customers 44

4.4 Do’s and Don’ts 45

4.5 SWOT Analysis of SBI 46

4.6 Data Analysis and 47

Chapter 5 Finding Suggestion And 77

Chapter 6 Annexure (Questionnaire) 83

1. Banking is a combination of two. Electronic technology and Banking.

2. Electronic Banking is a process by which a customer performs banking Transactions

E – Banking is defined as the automated delivery of new and Traditional banking

1. The traditional mode of banking is manual. It is paper based. It is now no longer

• Accounts and accounts status

• The balance enquiry

• The fund transfer standards

• The cheque book request.

i. Easily adoptable by customers.

We find that there are many advantages of E-banking like:

• The customers can be offered more services through online banking.

5. Use different id and password for different internet accounts.

6. Never share your passwords or login details with anybody.

Most of there applications allow you to process:

>Single or batched payment instructions

>Direct Debit instructions