PROJECT REPORT

SUBMITTED FOR THE DEGREE OF BACHELORS IN BUSINESS

ADMINISTRATION (HONOURS) UNDER THE UNIVERSITY OF CALCUTTA

“A STUDY ON ONLINE BANKING APPLICATIONS

IN INDIA WITH REFERENCE TO BANK OF BARODA”

SUBMITTED BY:
NAME OF THE CANDIDATE: MITALI RAJ
REGISTRATION NO: 034-1211-1336-20
NAME OF THE COLLEGE: SHRI SHIKSHAYATAN COLLEGE
ROLL NO. :034-BBAS-20-1-0034

SUPERVISED BY:

NAME OF THE SUPERVISOR:

MONTH AND YEAR OF SUBMISSION: JULY 2022
 SUPERVISOR’S CERTIFICATE

This is to certify that Mitali Raj a student of BBA (Honours) of Shri Shikshayatan
college under the University of Calcutta has worked under my supervision and
guidance for her project work and prepared a project Report with the tittle “Online
Banking in India with reference to Bank of Baroda”.

The project Report, which she is submitting, in her genuine and original work to the
Best of my Knowledge
.

Place: Kolkata
Date: Signature:
Name: Chitralekha Sengupta
Designation: Department of BBA
 STUDENT DECLERATION

I hereby declared that the project work which the title of “Online Banking in India
reference to Bank of Baroda”. Submitted by me for the partial fulfilment of the
degree of BBA (Honours) under the University of Calcutta is my own original work
and has not been submitted earlier to any other university for the fulfilment of the
requirement for any other degree.
I do hereby also declare that no chapter of this manuscripts in whole or in part has
been incorporate in this Report from any earlier books or work done by other or by
me. However, extract of any literature which has been used for this Report has duly
acknowledge providing detail of such literature in this reference.

Place: Kolkata
Date: Signature: Mitali Raj
Name: Mitali Raj
Address: 33/1 Ram Mohan Dutta Road,
Bhawanipur
 ACKNOWLEDGEMENT

While conducting the industry online Banking Oriented Project, innumerable people have
given me various suggestions and opinions while conducting the Online Banking Oriented
project. I have to incorporate all those suggestions which are really relevant in preparing my
final report. I think it is essential to thank all those who have contributed and helped me
throughout the duration of the project.
I pay my immense gratitude to prof. “Chitralekha Sengupta” faculty of “Shri shikshayatan
College” for her continuous and deliberate discussion on the topic and indeterminable burden
taken by her in helping me throughout conducting the project.
I would also like to thank my friends who rendered their wholehearted co-operation in the
successful completion of the project work.
Finally, I am thankful to all the people who willingly responded to the questionnaire and their
contribution has been invaluable. This project would not have been completed without their
participation.
I am pleased to state that the whole report is just the presentation of the facts that have been
found during the project thought different sources and its each sentence is an exact
representation of the information obtained and the analysis thereof. I hope that I have
manifested my sincere attempts to represent all the information and things to the best of my
ability.
Mitali Raj
Roll No.:034-BBAS-20-1-0034
Registration no.:034-1211-1336-20
 ABSTRACT

As a part of the BBA curriculum and in order to gain practical knowledge in the field of
management, we are required to make a report on the study of “Online Banking in India with
reference to Bank of Baroda”. The main purpose of preparing this project report is to satisfy
the credit card knowledge. We have included various concepts, meanings and effects of credit
cards in this project report. It helps to gain practical knowledge in a given area based on
theoretical knowledge. The implementation of this project report helped us improve our
knowledge of credit card volatility. The knowledge and experience gained from this report
will be very useful to us in the future.

CONTENT

Sr. No. TITLE Page

No.
1. INTRODUCTION
1.1 Background of study
1.2 Literature Survey
2. CONCEPTUAL OVERVIEW
2.1 Conceptual Framework
2.2 National scenario
2.3 Benefits and challenges
3. ANALYSIS AND FINDING
3.1 Objectives
3.2 Methodology
3.3 Sample size
3.4 Sample Design
3.5 Period of Study
3.6 Data Analysis and Interpretation
4. CONCLUSION AND RECOMMENDATION
4.1 Summary of Observation
4.2 Conclusion
4.2 Recommendation for Improvement
4.3 Reference
4.4 Annexure

CHAPTER: 1
INTRODUCTION

Banking is the business activity of accepting and safeguarding money owned by other
individuals and entities, and then lending out this money in order to earn a profit. The
banking
also includes issuance of debit and credit cards, providing safe custody of valuable items,
lockers, ATM services and online transfer of funds across the country or world. It is well
saidhat banking plays a silent, yet crucial part in economy. The banking activity encourages
the flow
of money to productive use and investments. This is turn allows the economy to grow.
A banking system also referred as a system provided by the bank which offers cash
management
services for customers, reporting the transactions of their accounts and portfolios. The
banking
system should not only be hassle free but it should be able to meet the new challenges
posed by the technology and any other external and internal factors. The banks also offer
investment and insurance products. As a variety of models for cooperation and integration
among finance
industries have emerged, some of the traditional distinctions between banks, insurance
companies, and securities firms have diminished. In spite of these changes, banks continue
to maintain and perform their primary role—accepting deposits and lending funds from
these
deposits.

Generally banking in India was fairly mature in terms of supply, product range and reach-
even though reach in rural India and to the poor still remains a challenge. The government
has developed initiatives to address this through the State Bank of India expanding its
branch
network and through the National Bank for Agriculture and Rural Development with things
like microfinance. This also included the 2014 plan by prime minister to bring bank
accounts to the estimated 40% of the population that are still unbanked.

BACKGROUND OF STUDY
The history of Internet banking began nearly as soon as the Internet became widely
known in the 1980s. A person would need a computer terminal, monitor, and phone
line to access his or her bank account. The push buttons on the phone could be used to
send messages to the bank. As the Internet grew in prominence in the 1990s,
banks offered services via web browsers. The Stanford Federal Credit Union was the first to
offer customers access to 24-hour banking through the Internet in 1994.

LITERATURE SURVEY
Online banking in today’s scenario is a very dynamic concept. It is a kind of self-service
technology (Dixit & Datta,2010). Competition is the pushing force for the introduction of e-
banking. (Ziqi Liao and Michael Tow Cheung, 2003). E-banking is delivery of new and
traditional banking products and services straight to customers using electronic, interactive
communication channels using computers. At a fundamental point, E- banking means setting
up of a web page by a bank to provide information about its products and services their
features, advantages, disadvantages, prices, duration and other details. On the other hand, at
an advanced level, it refers to providing facilities such as accessing accounts, transferring
funds, and buying financial products or services online, making payments et which is known
as “transactional” E- banking (Sathye, 1999). E-banking includes the systems that enable
financial institutions, customers, individuals or businesses whether small or big or medium
scale to access accounts, carry out transactions or obtain information on financial products
and services through a public or private network using Internet. (Vasanth Kumari and Sheela
rani, 2010)

The conception of electronic banking has been defined in a number of ways (Daniel, 1999).
According to Karjaluoto (2002) electronic banking is a construct that consists of several
channels of distribution. Daniel (1999) has defined electronic banking as providing banking
information, products and services by a bank to customers using a number of different
delivery platforms that can be used with different terminal devices such as a personal
computer, mobile phone, desktop software, telephone or digital television. Electronic banking
is also frequently known as internet banking or e-banking or PC banking or Home banking or
Phone Banking or tele banking.

The first java based 24 hours electronic banking services were started by the first direct and
Fujitsu cooperation. (Fujitsu, 2008). It is a new and innovative banking channel for Indian
Banks. (Vasanth Kumari and Sheela Rani, 2010). E-banking is both transactional as well
informative medium. (Vasanth Kumari and Sheela Rani, 2010). E-banking involves
customers using Internet to operate their bank accounts and obtain information without
visiting a bank branch. (Vasanth Kumari and Sheela rani,2010). Internet banking involves
providing information about bank products as well carrying online transactions such as
transfer of funds, setting up direct debit, buying and selling of products etc. It involves
computer networks and telecommunication networks. The basic aim of e-banking is to
provide services to end consumer so that they can carry out banking transactions through PC
or mobile. e-banking has attracted attention of banks, securities trading firms, individual
businesses, insurance companies, medium and large-scale businesses etc. e-banking is
growing because e-commerce has grown at a rapid rate. Internet banking can help in building
sound strategies as its impact on cost savings, revenue and satisfaction of customer is
tremendous (Gupta, 2008). e-banking influences business models of various banks, insurance
companies, brokerage houses etc.

Internet banking has changed the banking industry as well as banking relationships in a
positive way. E-banking provides banking products using internet including e-mails, modems
and various networks other networks like RBINET, NICNET, BRISKNET, RBINET,
BANKNET. E-banking services includes ATM’s, Electronic data interchange, MICR, Cash
dispensers, Automated ledger posting system, Electronic clearing system, Tele banking,
Anywhere Anytime Banking, Plastic money, E-cash, Smart cards etc and various processing
systems such as Real time processing, Batch processing system, Desktop publishing etc.
However, it is very complicated for banks as well as customers to decide a best and
appropriate approach to E-banking. (Dixit & Datta,2010)

HISTORY OF ONLINE BANKING IN INDIA

Before E-banking In India came into existence the dealings between customers and banks
were on on one basis. The bank branch was involved in dealing with customers, payments,
clearing, loan applications, opening accounts etc but the head office was involved in overall
clearing, size of branch, training, sanctioning of loans, keeping track of accounts of
customers and it does not deal directly with customers.

In the last 5 decades banking in India has evolved through various phases. Due to
Globalization and Liberalization a new environment was seen in banks in the whole of the
world. Banks offered new services with latest technologies such as anywhere and anytime
banking, Tele banking, Internet banking etc

The entry of foreign banks has pushed Indian banks to follow the path of latest technologies
so as meet threat of competition and to retain their customer base. The growing competition
and increased expectations has led to increase in awareness among banks on and role of
internet banking. E-banking has revolutionized banking industry and is a product of
innovation.

There is a prototype change in different parameters of transformation. Many factors both

internal and external are responsible for this shift. Competition from other bank group and
other global factors are forcing Indian banks to make these changes in their functioning. E-
banking services have replaced traditional services. (Uppal, 2008). The process of E-banking
started in 1980’s when RBI had set up two committees in a sequence in order to step up the
pace of automatic operations in the banking sector. A high-level committee was formed under
the chairmanship of Dr. C. Rangarajan, then Governor of RBI, to plan out phased
computerisation and mechanization in the banking industry over period five-years from 1985
to1989.

The main aim was to improve customer service and two models of branch automation were
developed and were in practice. The second committee was Rangarajan committee which was
formed during this five year time frame in 1988 to make a detailed perception plan for
Computerization of banks and for extension of automation to other areas such as funds
transfer, e-mail, BANKNET, SWIFT, ATMs, E -banking, etc.

The Government of India enacted the Information Technology Act, 2000 (generally known as
IT Act, 2000), with effect from 17 October 2000 to provide legal status to electronic
transactions and other electronic commerce. RBI had set up a ‘Working Group’ on e-banking
to examine different aspects of e-banking. This Group mainly focused on three major areas of
E – banking

(1) Technology and security issues,

(2) Legal issues and

(3) Regulatory and supervisory issues.

RBI accepted the recommendations of the ‘Working Group’, and issued guidelines on
‘internet banking in India’ for implementation by banks in accordance with those
recommendations. The ‘Working Group’ also issued a report on e-banking covering different
aspects of E-banking. (Vasanthakumari and Sheela Rani, 2010)
In 1980’s internet developed rapidly. In early 1980’s customers had access to their accounts
through computers of banks. Later internet developed as a network of communication and E-
commerce came into existence. In May 1995, Wells Fargo which was the first bank in world
to provide access to accounts over internet allowed its customers to see their accounts online.

In India, ICICI was the first bank to begin internet banking in early 1997 with the name of
“Infinity”. Later ICICI bank terminated online banking services but 1996-1998 for Internet it
was the adoption phase but its usage increased in 1999 because of lower online charges,
increase in PC penetration and Technology friendly atmosphere. E-banking started with use
of ATM’s and later included telephone banking, electronic fund transfer, direct bill payments
and online banking.

CLASSIFICATION OF ONLINE BANKING IN INDIA

The Reserve Bank of India (RBI) constituted a functioning group on E-Banking in India. This
functioning group further divided the internet banking products in India into the following
three types based on the levels of access granted: -

 Information Only system

 Electronic information transfer system
 Fully electronic transactional system
 More advanced transactions
 Information Only system

It provided general information such as rate of interests, location of a bank branch, products
offered, their features, advantages and disadvantages, application forms were available for
purpose of downloading. e-mails are used for communication purposes. A Customers and a
banks application system do not interact. Customer identification is not done and there is no
chance of any unauthorized person getting into a bank’s production systems via Internet.
(Geetika, Nandan & Upadhyay, 2008)

Electronic information transfer system

It provides information about a customer such as account balances, address, details of

transactions etc. Customers are identified by their passwords and customers are provided
information from banks application system. (Geetika, Nandan & Upadhyay, 2008)

Applying For New Banking Services

Very few banks provide the facility of making an application and enabling new

services using internet because the RBI does not allow opening of banks accounts online.
(Malhotra & Balwinder,2009) This requires high degree of safety and security. In this, the
network server and the application systems are linked over secure communications. (Geetika,
Nandan & Upadhyay, 2008)

More advanced transactions

In this system various other services are provided such as insurance policies, Brokerage,
investments, demat, Credit card payments, trading, shopping and various other services
provided online. Private sector banks are more expected to offer insurance services and
covers, brokerage, online trading online and shopping online. Many of the Internet banks
have also started offering certain new services through E- banking such as tax payment,
charity payment and railway ticket booking. Public sector banks have shown a tremendous
performance in the providing the services such as tax payment and railway ticket booking
online. (Malhotra & Balwinder,2009)
 CHAPTER: 2
CONCEPTUAL OVERVIEW

BANK OF BARODA

Bank of Baroda started in the year 1908 from a small building in Baroda to its new hi- rise
and hi-tech Baroda Corporate Centre in Mumbai, is a saga of vision, enterprise, financial
prudence and corporate governance. It all started with a visionary Maharaja's uncanny
foresight into the future of trade and enterprising in his country. On 20th July 1908, under the
Companies Act of 1897, and with a paid-up capital of Rs 10Lacs started the legend that has
now translated into a strong, trustworthy financial body, THE BANK OF BARODA. It has
been a wisely orchestrated growth, involving corporate wisdom, social pride and the vision of
helping others grow, and growing itself in turn. The founder, Maharaja Sayajirao Gaekwad,
with his insight into the future, saw "a bank of this nature will prove a beneficial agency for
lending, transmission, and deposit of money and will be a powerful factor in the development
of art, industries and commerce of the State and adjoining territories. "Between 1913 and
1917, as many as 87 banks failed in India. Bank of Baroda survived the crisis, mainly due to
its honest and prudent leadership. This financial integrity, business prudence, caution and an
abiding care and concern for the hard earned savings of hardworking people, were to become
the central philosophy around which business decisions would be effected. This cardinal
philosophy was over years of its existence, to become its biggest asset. It ensured that the
Bank survived the Great War years. It ensured survival during the Great Depression. Even
while big names were dragged into the Stock Market scam and the Capital Market scam,
Bank of Baroda continued its triumphant march along the best ethical practical.
No history is complete without mention of its heroes, mostly ordinary people, who turn in
extra- ordinary performances and contribute to building an institution. There were also the
leaders, both
corporate and royal, who provided the vision and guided the Bank through trail blazing
years,
and departing, left behind footprints on the sands of time. This Roll of Ho nor will be
incomplete
without mention of men, of the stature of Maharaja Sayajirao Gaekwad, Sampatrao
Gaekwad,
Ralph White neck, Vithal das Thake rsey, Tulsidas Kila chand and NM Chokshi.
Between 1913 and 1917, as many as 87 banks failed in India. Bank of Baroda survived the
crisis,
mainly due to its honest and prudent leadership. This financial integrity, business
prudence,
caution and an abiding care and concern for the hard earned savings of hard working
people,
were to become the central philosophy around which business decisions would be effected.
This
cardinal philosophy was over the 94 years of its existence, to become its biggest asset. It
ensured
that the Bank survived the Great War years. It ensured survival during the Great
Depression. The bank grew domestically until after World War II. Then in 1953 it crossed
the Indian Ocean
to serve the communities of Indians in Kenya and Uganda by establishing a branch each
in
Mombasa and Kampala. The next year it opened a second branch in Kenya, in Nairobi,
and in
1956 it opened a branch in Dar-es-Salaam. Then in 1957 BOB took a giant step
abroad by
establishing a branch in London which was the center of the British Commonwealth and
the
most important international banking center. In 1958 BOB acquired Hind Bank which
was its
first domestic acquisition. In 1961 it merged New Citizen Bank of India which helped to
increase
its branches in Maharashtra. In 1960’s it opened new branches in Fiji and Mauritius
and
expanded its operation to Tamil Nadu.
In 1969 the Indian government nationalized 14 top banks, including BOB subsequent to
which it
became state owned banking company.
Even while big names were dragged into the Stock Market scam and the Capital Market
scam,
the Bank of Baroda continued its triumphant march along the best ethical practices and
has
managed to insulate itself away from fatal transactions and has strictly adhered to the
RBI
guidelines.

CONCEPTUAL FRAMEWORK

With over 5000 branches globally and staff strength of over 42,000 BOB has continued to
retain
its leadership position amongst the nationalized banks. The Bank enjoys strong
fundamentals,
large franchise value and good brand image. Story of Bob is scripted in corporate wisdom
and
social pride. It is a story crafted in private capital, princely patronage and state ownership.
It is a
story of ordinary bankers and their extraordinary contribution in the ascent of Bank of
Baroda to
the formidable heights of corporate glory. It is a story that needs to be shared with all
those
millions of people - customers, stakeholders, employees & the public at large - who in
ample
measure, have contributed to the making of an institution.
Based on 2014 data, the bank is ranked 801 on Forbes Global 2000 list.
Ever since it’s rebranding in 2005, Bank has consistently promoted its major strengths viz.
large
international presence; technological advancement and superior customer service etc. Bank
had
introduced the sub brand BARODA NEXT-State of the Art-Straight from the Heart to
showcase
how it has utilized technology to nurture long term relationships for superior
customer
experience. The sub brand has been reinforced by alternate delivery channels such as
internet
banking, ATMs, mobile banking etc and robust delivery outfits like Retail Loan Factories,
SME
Loan Factories, City Sales Office etc. Bank’s constant endeavour to strengthen its
branch/ATM
network combined with well-informed staff offering personalized service at its various
touch
points have enhanced customer interactions and satisfaction. Thus, the Bank has
firmly
positioned itself as a technologically advanced customer-centric bank.
It won best Public Sector Bank award at MCX and CNBC–TV18, India’s No. 1
Business
medium presented for the first time, the ‘India Best Banks and Financial Institutions
Awards’ to
felicitate India’s best financial professionals for their contribution in building a robust
financial
system in 2011.It won first prize under Indira Gandhi Raj bhasha Shield Competition in
2012.
It was in 2005 when Bob went in for rebranding by spending about Rs.800 million on a
high
profile rebranding campaign which included Rs.50 million spent on appointing the then
Indian
cricket team's captain, Rahul Dravid as its Brand ambassador and a punch line
"India's
International Bank" added to the campaign. In the same year it built a Global Data
Centre in
Mumbai for running its centralized banking solution (CBS) and other applications in more
than
1,900 branches across India and 20 other counties where the bank operates. The bank
also
changed its decade long logo which comprise dual ‘B’ letterforms that hold the rays of the
rising
sun which is called the Baroda Sun implying that the bank seek to be the source that will
help all
the stakeholders realize their goals. The single-colour, compelling vermillion palette
was
carefully chosen, for its distinctiveness as it stands for hope and energy.
The bank is the first among Public Sector Banks in India, to introduce and implement
extended
working hours like 12-Hour Banking and 24-Hour Banking. The bank also introduced the
unique
concept of Happy Hour banking which is designed to encourage customers to avail
certain
services during lean business hours of the branch by providing them incentives, gifts as
well as
concessions in service charges etc. This facility is available from 5 p.m. to 8 p.m. at 24
hour
banking branches and from 6 p.m. to 8 p.m. at 8 am to 8 pm branches.
After a century now, the bank has its presence in 25 countries across the world. Besides,
the
Bank of Baroda possess about 495 urban and 561 semi-urban branches throughout the
country and about 63 branches in the foreign countries.

MISSION OF THE BANK

To be a top-ranking National Bank of International Standards committed to augmenting stake

holder’s value through concern, care and competence.

LOGO OF THE BANK

Bank of Baroda’s new logo is unique representation of a universal symbol. It comprises dual
‘B’ letterform that hold the rays of the rising sun. it is called the Baroda sun.
The sun is excellent representation of what bank stands for. It is the single most powerful
source of light and energy- Its far-reaching rays dispel darkness to illuminate everything they
touch. Bank of Baroda seeks to be the source that will help all their stakeholders realize their
goals. To their customers , bank seeks to be a one- stop ,reliable partner who will help them
address different financial needs.
The single- colour, compelling vermillion palette has been carefully chosen, for its
distinctives as it stands for hope and energy. Bank also recognizes that they are characterized
by diversity. Bank network of branches spans geographical and cultural boundaries and rural
– urban divides. Bank’s customers come from a wide spectrum of industries and
backgrounds. The Baroda sun is a fitting face for brand because it is a universal symbol of
dynamism and optimise- it is meaningful for many audiences and easily decoded all. Bank’s
new corporate brand identity is much more than a cosmetic charge. It is a signal that the bank
recognizes and are prepared for new business paradigms in a globalised world. At the same
time, we will always stay in touch with their heritage and enduring relationships on which the
bank founded. By adopting a symbol as simple and powerful as the Baroda sun, they hope to
communicate both.

PRODUCTS AND SERVICES OF THE BANK

BOB has a wide variety of products and services that meet diverse requirements of its vast
customer base. Some of the products provided by bank of Baroda in banking services are as
follows:
PERSONAL:
• Deposits.
• Gen-Next Service.
• Retail Loans.
• Credit Cards
• Debit Cards.
• Services.
• Lockers.

BUSSINESS:
• Deposits
• Loans and Advances.
• Services.
• Lockers.
CORPORATE:
• Wholesale Banking.
• Deposits.
• Loans and Advances.
• Services.

INTERNATIONAL:
• Foreign Currency Credit.
• External Currency Bonds.
• FCNR (B) Loan.
• Export Finance.
• Import Finance.

NRI SERVICES:
• Products and Services.
• Deposits Account.
• Taxation.
• Facilities to returning Indians.
• General Information.

TREASURY:
• Domestic Operation.
• Forex Operation.

RURAL:
• Deposits.
• Priority Sector Advances.
• Services.
• Lockers.

OTHER SERVICES:

• Internet Banking.
• Mobile Banking.
• ATM/Debit Cards.
• DEMAT.
• Rail Ticket.
• Baroda e Shopee.
• Baroda Insta pay.
• Baroda easy pay.
 SUBSIDIARIES OF BANK OF BARODA

Bob has established presence in all the major areas of banking including housing finance,
credit
cards, asset management and capital market through its various subsidiaries which function
in
synergy with the Bank. This diversified presence places the Bank in a position to move
towards
the concept of Universal Banking.
Following are the Domestic Subsidiaries of BOB
• BOBCARDS Ltd.
• BOB Capital Markets Ltd.
• Nainital Bank Ltd.
• BOB Housing Finance Ltd.
• BOB Asset Mgmt. Co. Ltd.
BOB has following international subsidiaries
• BOB (Botswana) Ltd.
• BOB (Kenya) Ltd.
• BOB (Uganda) Ltd.
• BOB (Hong Kong) Ltd.
 JOINT VENTURES OF BANK OF BARODA

Besides above subsidiaries Bob also has entered into Joint Ventures which are
14
Domestic Joint Ventures:
• Baroda Pioneer Asset Management Company Ltd
• India First Life Insurance Company Limited
• Baroda Uttar Pradesh Gramin Bank
• Baroda Rajasthan Gramin Bank
• Baroda Gujarat Gramine Bank
• Nainital – Alomar Kshatriya Gramine Bank
• Jhabua - Dhar Kshetriya Gramin Bank
International Joint Ventures:
• Indo-Zambia Bank Ltd. (Lusaka)
• India International Bank Malaysia Berhad
 NATIONAL SCNERIO

Online banking has become an integral part of banking system in India. The concept of e-
banking is of fairly recent origin in India. Till the early 90’s traditional model of banking i.e.
branch based banking was prevalent, but after that non- banking services were started. The
Indian government enacted the IT Act,2000,with effect from the 17th October 2000. To
examine different aspects of internet banking RBI set up a committee in internet banking.
The committee had focused on three major areas of online banking, technology and security
issues, legal issues and regulatory and supervisory issues.RBI had accepted the suggestions
and recommendations of the working committee and accordingly issued guidelines to bank to
implement online banking in India. The old manual system which were prevalent in Indian
banking for centuries seem to replaced by modern technologies.
BENEFITS OF ONLINE BANKING WITH BANK OF
BARODA

 Availability: You can avail the banking services round the clock throughout the year.
Most of the services offered are not time-restricted; you can check your account
balance at any time and transfer funds without having to wait for the bank to open.
 Easy to Operate: Using the services offered by online banking is simple and easy.
Many find transacting online a lot easier than visiting the branch for the same.
 Convenience: You need not leave your chores behind and go stand in a queue at the
bank branch. You can complete your transactions from wherever you are. Pay utility
bills, recurring deposit account instalments, and others using online banking.
 Time Efficient: You can complete any transaction in a matter of a few minutes via
internet banking. Funds can be transferred to any account within the country or open a
fixed deposit account within no time on net banking.
 Activity Tracking: When you make a transaction at the bank branch, you will receive
an acknowledgement receipt. There are possibilities of you losing it. In contrast, all the
transactions you perform on a bank’s internet banking portal will be recorded. You can
show this as proof of the transaction if need be. Details such as the payee’s name, bank
account number, the amount paid, the date and time of payment, and remarks if any
will be recorded as well.
CHALLENGES OF ONLINE BANKING WITH BANK OF
BARODA

 Technology and Service Interruptions:

Anytime we use computers or internet service, we are at the mercy of the system's stability
and efficiency. Your ability to access accounts online will naturally be affected if your
internet service is running slowly or completely out for a period of time. Similarly, if the
bank's servers go down or are temporarily unavailable due to scheduled site maintenance, you
won't be able to gain online or mobile access to your banking information.

 Security and Identity Theft Concerns:

In general, online banking sites and mobile apps are designed to be secure and banks are
continually putting updated security protocols in place. However, no system is completely
fool proof and accounts can be hacked, resulting in identity theft via stolen login credentials.
So while you can use mobile or online banking with general confidence, be careful to avoid
using networks that are not secure and be careful to change passwords and protect your login
information.
Limitations on Deposits
Daily or monthly mobile deposit limitations may make it difficult for individuals, but
especially businesses to make large deposits online. Once you have reached your designated
limit, you'll need to trek to a branch to deposit money. Also, not all types of checks are easily
read by computer scanning software. For example, business checks that are handwritten and
have a black line on the reverse side to make a carbon record in an account register may be
kicked out of the online deposit system, requiring an on-site deposit.

 Convenient but Not Always Faster:

While it may take very little time to deposit a check via a bank's mobile app, you still need to
wait for access to your money. Online banking provides convenience in terms of the amount
of time saved in travel or waiting in line at a branch location, but all deposits are reviewed
and funds are released for access according to bank policy, which may take up to three
business days depending on the amount deposited.

 Lack of Personal Banker Relationship:

For the most part you may be able to handle your general banking needs by yourself. Yet
when problems arise if you don't have a personal relationship with a banker, it might be more
difficult to get your issues resolved. While online banking sites have customer service
departments, you often need to work your way through a phone tree and wait on hold before
speaking with someone who has no knowledge of your needs or banking history. In contrast,
a local banker is motivated to serve their customers and strengthen their personal
relationships.
 CHAPTER:3
ANALYSIS AND FINDING

OBJECTIVE OF THE STUDY

experience, such as Internet, e-mail and e-payment had the most
significant impact on online
banking usage, and also technology experience, such as ATM, e-
ID, was significant. Prior
experience of technologies, especially prior experience of
computers, had impact on
consumer beliefs and attitudes towards related systems and
technology. Mattila et al. (2003)
identified that household income and education had a significant
effect on the adoption of
Internet banking among mature consumers in Finland, whereas
perceived difficulty in using
computers combined with lack of personal service in e-
banking were the main barriers.
Akinci et al. (2004) conducted an empirical study on
adoption of Internet banking by
academicians in Turkey.
1.3 OBJECTIVES
Internet banking has become very much popular now a day’s
throughout
the globe. It has made the banking activities easier,
faster and more
accessible. Now people are trying to learn more about the E-
banking. The
primary objective of the research is to get the full acquaintance of
the
internet banking and its benefits. To add more knowledge about
internet
banking the following are the secondary objectives of this
research study.
1. To know how the internet banking has revolutionised the
banking
sector.
2. To help the learners to know about the current concerns in the
internet banking.
3. To know how challenging internet banking has become and
how the
banking sector applies different strategies to cope up with the
challenging environment
experience, such as Internet, e-mail and e-payment had the most
significant impact on online
banking usage, and also technology experience, such as ATM, e-
ID, was significant. Prior
experience of technologies, especially prior experience of
computers, had impact on
consumer beliefs and attitudes towards related systems and
technology. Mattila et al. (2003)
identified that household income and education had a significant
effect on the adoption of
Internet banking among mature consumers in Finland, whereas
perceived difficulty in using
computers combined with lack of personal service in e-
banking were the main barriers.
Akinci et al. (2004) conducted an empirical study on
adoption of Internet banking by
academicians in Turkey.
1.3 OBJECTIVES
Internet banking has become very much popular now a day’s
throughout
the globe. It has made the banking activities easier,
faster and more
accessible. Now people are trying to learn more about the E-
banking. The
primary objective of the research is to get the full acquaintance of
the
internet banking and its benefits. To add more knowledge about
internet
banking the following are the secondary objectives of this
research study.
1. To know how the internet banking has revolutionised the
banking
sector.
2. To help the learners to know about the current concerns in the
internet banking.
3. To know how challenging internet banking has become and
how the
banking sector applies different strategies to cope up with the
challenging environment
experience, such as Internet, e-mail and e-payment had the most
significant impact on online
banking usage, and also technology experience, such as ATM, e-
ID, was significant. Prior
experience of technologies, especially prior experience of
computers, had impact on
consumer beliefs and attitudes towards related systems and
technology. Mattila et al. (2003)
identified that household income and education had a significant
effect on the adoption of
Internet banking among mature consumers in Finland, whereas
perceived difficulty in using
computers combined with lack of personal service in e-
banking were the main barriers.
Akinci et al. (2004) conducted an empirical study on
adoption of Internet banking by
academicians in Turkey.
1.3 OBJECTIVES
Internet banking has become very much popular now a day’s
throughout
the globe. It has made the banking activities easier,
faster and more
accessible. Now people are trying to learn more about the E-
banking. The
primary objective of the research is to get the full acquaintance of
the
internet banking and its benefits. To add more knowledge about
internet
banking the following are the secondary objectives of this
research study.
1. To know how the internet banking has revolutionised the
banking
sector.
2. To help the learners to know about the current concerns in the
internet banking.
3. To know how challenging internet banking has become and
how the
banking sector applies different strategies to cope up with the
challenging environment
experience, such as Internet, e-mail and e-payment had the most
significant impact on online
banking usage, and also technology experience, such as ATM, e-
ID, was significant. Prior
experience of technologies, especially prior experience of
computers, had impact on
consumer beliefs and attitudes towards related systems and
technology. Mattila et al. (2003)
identified that household income and education had a significant
effect on the adoption of
Internet banking among mature consumers in Finland, whereas
perceived difficulty in using
computers combined with lack of personal service in e-
banking were the main barriers.
Akinci et al. (2004) conducted an empirical study on
adoption of Internet banking by
academicians in Turkey.
1.3 OBJECTIVES
Internet banking has become very much popular now a day’s
throughout
the globe. It has made the banking activities easier,
faster and more
accessible. Now people are trying to learn more about the E-
banking. The
primary objective of the research is to get the full acquaintance of
the
internet banking and its benefits. To add more knowledge about
internet
banking the following are the secondary objectives of this
research study.
1. To know how the internet banking has revolutionised the
banking
sector.
2. To help the learners to know about the current concerns in the
internet banking.
3. To know how challenging internet banking has become and
how the
banking sector applies different strategies to cope up with the
challenging environment.

Online banking has become very much popular now a days throughout the
globe. It has made the banking activities easier, faster and more
accessible. Now people are trying to learn more about the online banking. The
primary objective of the research is to get the full acquaintance of the online
banking and its benefits. To add more knowledge about internet banking the
following are the secondary objectives of this research study.
 1. To study the impact of on-line service provided by bank of India on
customer satisfaction.

2.To analyse the growth of online banking post covid Banking.

3. To study the consumer satisfaction on online Banking.

RESEARCH METHODLOGY

Questionnaire distributed
among people having bank
accounts. A sample
questionnaire of 10 questions
distributed to 50 people
Questionnaire distributed
among people having bank
accounts. A sample
questionnaire of 10 questions
distributed to 50 people
The Methodology adopted to achieve the project objective involved description research
method. The information required for fulfilling the objective of study was collected from
various primary and secondary sources.

 Primary Sources of Data

For this research primary source of data collection was done by survey method. The survey
was conducted through Structured Questionnaire which was asked to the respondents. The
questionnaire was prepared keeping in mind the objectives of the study and also the
hypothesis of the study. The questions asked to the respondents were close end so that the
respondents could answer quickly without any problem. The questionnaire was prepared with
the help of Google forms.
The questionnaire was divided in to 2 main parts i.e the age, gender and other details of the
respondents and the questions relating to the topic .

 Secondary sources of Data

Secondary sources of data mean the data that is already available on various platforms.
Secondary data can be obtained by various publications by the central or the state government
or by any organizations, journals, books, magazines, and even newspapers, reports published
by various organizations, schools, universities etc.
This type of data collection is used to gain more knowledge of the topic of our research by
collecting articled by authors who have previously researched on the topic that we have
selected.
In this study secondary data was collected through various websites, online journals, which
helped in completing the review of literature. Secondary source of data collection was useful
to understand the research topic more accurate.

SAMPLE SIZE

Sample size refers to the number of respondents or participants or observations which

is included in the research. This is the term which is used to define the subjects of the
study which is selected from the entire population for the specific study. Sample size
is an important feature in the entire research as through this we understand the
strength of our study i.e the respondents. Correct sample size can give accurate
results.
The sample size in this research is 75 respondents from the Kolkata so this becomes
of sample size. As the sample size is small to study the topic there may be slight inaccuracy
of data which is further stated in the research.

SAMPLE DESIGN

Sample design is classified into 2 types: - Probability sampling and non-probability sampling.
Probability sampling is also known as random sampling or chance sampling in which every
item has an equal chance of inclusion in the sample. The result obtained from probability
sampling or random sampling can be assured in terms of probability.
Non-probability sampling is also known by deliberate sampling, judgement sampling. In this
type of sampling items for the sample are deliberately selected by the researcher.

For the purpose of this research, I have used probability random sampling for collecting.
responses as fixed set of questions were asked to a small set of respondents.
 PERIOD OF STUDY

One of the most important elements of the Research Study is the time duration of the study.
Time really plays an important role in the study. Research Period means the period beginning
on the Effective Date and ending on the date the Research Program terminates as provided in
Section 8.1.

The study took almost 2 months for collecting, analysing, interpreting, and concluding the
study topic.

Period of study means the period beginning with the date on which a person starts attending
or undertaking a course of study and ending with the last day of the course of such earlier
date (if any) as he finally abandons it or is dismissed from it.
 DATA ANALYSIS AND INTERPRETATION

The collected data was analysed by using pie-charts and the analysis of the collected data is
given bellow. Data analysis helps us to determine whether our hypothesis is accepted or not.
And it is also useful to determine whether all our objectives are fulfilling or not. Data
analysis helps us to draw a conclusion or a result to our research problem.
Overall Analysis of Online Banking on the basis of survey

Total Respondents: 75 respondents.

Options Percentages No. of Respondents
47% 35
Male
53% 39
Female
1.Gender

Gender

Male ; 47%
Female; 53%

Male Female
INTERPRETATION

The above diagram is a Pie-chart. A pie-chart is a statistical graph which is divided into
pieces that demonstrate the proportion of our data
A pie-chart is used to demonstrate the data collected by the respondents. The above question
is the gender of the respondents and the two options are Male and Female.
No. of Respondents:-
Total Male respondents are 35
Total Female respondents are 39
According to survey, Total male respondents are 47% of the whole number of respondents
and total female respondents are 53%.

This shows that there are more female respondents as compared to male respondents in our
study.
2. Age

Options Percentages No. of Respondents

15- 25 28% 38
26-35 24% 32
40-55 27% 36
55-65 21% 29
 Age

55-65; 21%
15-25; 28%

40-55; 27%

26-35; 24%

15-25 26-35 40-55 55-65

INTERPRETATION

The above diagram is a pie-chart showing the age of our respondents. The options set for this
are 15 to 25 years, 26 to 35 years, 40 to 55 years, and 55 to 65 years.

No. of Respondents: -

The total number of respondents between 15 to 25 years is38.

The total number of respondents between 26 to 35 years is32.
The total number of respondents between 40 to 55 years is 36.
The total number of respondents between 55 to 65 years is 29.

The percentage of the number of respondents in each category is are as follows:

Between 15 to 25 years the percentage of respondents is 28%

Between 26 to 35 years the percentage of respondents is 24%
Between 40 to 55 years the percentage of respondents is 27%
Between 55 to 65 years the percentage of respondents is 21%

3. Education

Options Percentages No. of Respondents

10TH Pass 19% 30

12TH Pass 27% 42
Graduated 35% 55

Post Graduated 19% 30

 Education

Post Graduated;
10th pass; 19%
19%

12th pass; 27%

Graduated; 35%

10th pass 12th pass Graduated Post Graduated

INTERPRETATION

The above diagram is a pie-chart showing the education of our respondents. The options set
for education are 10th pass, 12th pass, Graduated, Post graduated.

No. of Respondents: -
The total number of respondents with education as 10th pass are 30.
The total number of respondents with education as 12th pass are 42.
The total number of respondents with education as Graduated are 55.
The total number of respondents with education as post graduated are 30.

The percentage of the number of respondents in each category are as follows

The percentage respondents of 10th pass are 19%

The percentage respondents of 12th pass are 27%
The percentage respondents of Graduated are 35%
The percentage respondents of post graduated are 19%

4.Annual Income

Options Percentages No. of Respondents

Below 5,000 34% 40

Above 5,000 21% 25

Above 15,000 28% 33

Above 30,000 17% 20

 Annual Income

Above 30,000; 17%

Below 5,000; 34%

Above 15,000; 28%

Above 5,000; 21%

Below 5,000 Above 5,000 Above 15,000 Above 30,000

INTERPRETATION

The above diagram is a pie-chart showing the Annual Income of our respondents. The
options set for Annual Income are Below 5,000, Above 5,000, Above 15,000, Above 30,000.

No. of Respondents: -

The total number of respondents with Annual Income are 40.

The total number of respondents with Annual Income are 25.
The total number of respondents with Annual Income are 33.
The total number of respondents with Annual Income are 20.

The percentage of the number of respondents in each category are as follows:

The percentage respondents of Below 5,000 are 34%

The percentage respondents of Above 5,000 are 21%
The percentage respondents of Above 15,000 are 28%
The percentage respondents of Above 30,000 are 17%

5. What mode of Banking do you prefer?

Options Percentages No. of Respondents

Online Banking 64% 79

Offline Banking 36% 45

 What mode of banking do you prefer ?

Offline Banking;
36%

Online Banking ;
64%

Online Banking Offline Banking

INTERPRETATION

The above diagram is a pie-chart showing the results of the question asked to the respondents
about the mode of banking they prefer.
The two options were Online Banking and Offline Banking and the data received are as
follows: -

The total number of respondents who have used online Banking is 79.
The total number of respondents who have used offline Banking is 45.

This means that majority of our respondents have a good knowledge and experience about
online Banking.
6.Which bank do you have your account in?

Options Percentages No. of Respondents

Bank of Baroda 25% 60

SBI 23% 55
UCO 14% 35
ICICI 17% 42
Other 21% 50
 Which bank do you have your account in?

Other; 21%
Bank of Baroda ;
25%

ICICI; 17%

SBI; 23%

UCO; 14%

Bank of Baroda SBI UCO ICICI Other

INTERPRETATION

The above diagram is a pie-chart showing the results of the question asked to the respondents
about their bank account
The five options were Bank of Baroda, SBI, UCO, ICICI, Other and the data received are as
follows: -

The total number of respondents who have account in Bank of Baroda is 60.
The total number of respondents who have account in SBI is 55.
The total number of respondents who have account in UCO is 35.
The total number of respondents who have account in ICICI is 42.
The number of respondents who have account in other is 50.
The percentage of the number of respondents in each category are as follows:

The percentage respondents of Bank of Baroda are 25%.

The percentage respondents of SBI are 23%.
The percentage respondents of UCO are 14%.
The percentage respondents of ICICI are 17%.
The percentage respondents of Others are 21%.

7. Which type of bank account do you have in Bank of Baroda?

Options Percentages No. of Respondents

Savings Account 83% 73

Current Account 8% 7
 Which type of bank account do you have in Bank of
Baroda?
Current Account ;
8%

Savings Account;
83%

Savings Account Current Account

INTERPRETATION

The above diagram is a pie-chart showing the results of the question asked to the respondents
about the type of bank account in Bank of Baroda.

The Two options were Savings account and Current account and the data received are as
follows: -
The total number of respondents who have used Savings Account is 73.
The total number of respondents who have used Current Account is 7.

The percentage of the number of respondents in each category are as follows: -

The percentage respondents of Savings Account are 83%.

The percentage respondents of Current Account are 8%.

8. How did you first learn about this Bank?

Options Percentages No. of

Respondents
I went there as a child 20% 29

I drove past it 24% 35

 A friend or Family member 35% 50
recommended it
I saw an advertisement 21% 30

How did you first learn about this bank?

I went there as a
I saw an ad-
vertisement ; child; 20%
21%

I drove past it; 24%

a friends or family
member recom-
mended it; 35%

I went there as a child I drove past it

a friends or family member recommended it I saw an advertisement

INTERPRETATION
The above diagram is a pie-chart showing the results of the question asked to the respondents
about how they got to learn about this bank.
The Four options were - I went there as a child, I drove past it, A friend or Family member
recommended it, I saw an Advertisement and the data received are as follows: -

The total number of respondents who went there as a child is 29.

The total number of respondents who drove past it is 35.
The total number of respondents who got to learn from a friend or family member is 50.
The total number of respondents who got to learn from advertisement is 30.

The percentage of the number of respondents in each category are as follows:

The percentage respondents of I went there as a child is 20%.

The percentage respondents of I drove past it is 24%
The percentage respondents of A friend or Family member recommended it is 35%
The percentage respondents of I saw an Advertisement is 21%

9. What kind of services are provided in Online Banking of Bank of

Baroda?

Options Percentages No. of Respondents

Online bill payment 13% 40
Online fund/money transfer 20% 62
Online Booking 21% 65
 Mobile Recharge 22% 70
Online Purchase 25% 80

What kind of services are provided in online banking of

bank of Baroda ?

Online bill
payment ; 13%
Online
purchase;
25%

Online fund/
money transfer;
20%

Mobile recgarge
; 22%
Online booking ;
21%

Online bill payment Online fund/money transfer Online booking

Mobile recgarge Online purchase

INTERPRETATION

The above pie-chart shows the responses given by the respondents to the question asked to
them and here is the analysis of the same: -

The five were – online bill payment, online fund /money transfer, online booking, mobile
recharge, online purchase.
The total number of respondents who chose online bill payment is 40.
The total number of respondents who chose online fund / money transfer is 62.
The total number of respondents who chose online booking is 65.
The total number of respondents who chose mobile recharge is 70.
The total number of respondents who chose online purchase is 80.

The percentage of the number of respondents in each category are as follows:

The percentage respondents of online bill payment is13%

The percentage respondents of online fund/money transfer is 20%
The percentage respondents of online booking is 21%
The percentage respondents of mobile recharge is 22%
The percentage respondents of online purchase is 25%

10. How important is online Banking in your daily life?

Options Percentages No. of Respondents

Very less 5% 10
Less 11% 20
Average 20% 38
 Important 29% 55
Very important 35% 65

How important is online banking in your daily life?

Very less ; 5%
Less; 11%

Very important; 35%

Average; 20%

Important ; 29%

Very less Less Average Important Very important

INTERPRETATION

The above diagram is a pie-chart showing the results of the question asked to the respondents
about how important online banking is in their daily life. How important Online Banking is in
your daily life ?
The Five options were - Very less, Less, Average, Important, Very Important and the Data
received are as follows: -
The total number of respondents who chose very less as the option is 10.
The total number of respondents who chose less as the option is 20.
The total number of respondents who chose average as the option is 38.
The total number of respondents who chose important as the option is 55.
The total number of respondents who chose very important as the option is 65.

The percentage of the number of respondents in each category are as follows:

The percentage respondents of Very Less is 5%.

The percentage respondents of Less is 11%.
The percentage respondents of Average is 20%
The percentage respondents of Important is 29%.
The percentage respondent of Very Important is 35%.

11.Have you ever been prey of Online fraud?

 Options Percentages No. of Respondents

Yes 51% 48
No 38% 30

Have you ever been prey of online fraud?

No; 38%

Yes; 51%

Yes No

INTERPRETATION
The above diagram is a pie-chart which shows the result of the question asked to our
respondents whether they have been prey of online fraud or not. The options are Yes and No
and the answer received are as follows: -
The total number of respondents who have been prey of online fraud is 48 whereas 30
respondents have never been prey of online fraud.
Therefore, the percentages are:
51% were prey online fraud.
38% were not.
12. If yes then did it get resolved?

Options Percentages No. of Respondents

Yes 69% 55
No 31% 25

If yes then did it get resolved?

No; 31%

Yes; 69%

Yes No
INTERPRETATION

This question is for those respondents who were preyed by online fraud. Here, it is asked is
there problem was resolved or not and the responses are as follows:
The number of respondents whose problem was resolved is 55
The number of respondents whose problem was not resolved is 25
The data in percentage is as follows:
The problem was resolved 69%
The problem was not resolved 31%

13. Have you increased the use of Online Banking in the post covid
period?

Options Percentages No. of Respondents

 Yes 64% 50
No 36% 28

Have you increased the use of online banking in the post

covid period?

No; 36%

Yes; 64%

Yes No

INTERPRETATION

Total of 50 respondents have increased the use of Online Banking during post covid period
and the percentage for the same is 64% whereas total of 28 online banking users use the same
amount of online banking as before and the percentage is 36%.

14.Do you feel your account is completely secured in Online

Banking?

Options Percentages No. of Respondents

 Yes 57% 59
No 34% 35
Can’t Say 10% 10

Do you feel your account is completely secured in online

banking ?
Can't say; 10%

No; 34%
Yes; 57%

Yes No Can't say

INTERPRETATION

The above diagram is a pie-chart which shows the result of the question asked to our
respondents whether they feel their account is secured or not. The options are- Yes, No and
Can’t say and the answer received are as follows: -
The total number of respondents who feel their account is completely secured in online
banking is 59 and who do not feel the same is 35 and those who can’t say is 10.

Most of the people feel that their account is completely secured in case of online banking.

15. Your overall opinion about this survey.

 Options Percentages No. of Respondents

Very Satisfied 29% 25

Satisfied 64%% 55
Will Yield Result 5% 4
Dissatisfied 2% 2

Your overall opinion about this survey.

Will yield result ; 5% Dissatisfied; 2%

Very satisfied; 29%

Satisfied; 64%

Very satisfied Satisfied Will yield result Dissatisfied

INTERPRETATION
Hence a majority of 98% respondents are satisfied with the survey whereas 2% are
dissatisfied.

CHAPTER :4

CONCLUSION AND RECOMMENDATION

 SUMMARY OF OBSERVATION

 According to survey, Total male respondents are 47% of the whole number of
respondents and total female respondents are 53% .This shows that there are more
female respondents as compared to male respondents in our study.

 The total number of respondents between 15 to 25 years is 38, between 26 to 35 years

is 32, between 40 to 55 years is 36 and between 55 to 65 years is 29.

 The total number of respondents with education as 10th passed are 30,12th pass are 42,
Graduated are 55 and post graduated are 30.

 The total number of respondents with Annual Income below 5,000 are 40, above
5,000 are 25, above 15,000 are 33 and above 30,000 are 20.

 The total number of respondents who have used online Banking is 79 and those who
have used offline Banking is 45 .This means that majority of our respondents have a
good knowledge and experience about online Banking.

 The total number of respondents who have account in Bank of Baroda is 60, account
in SBI is 55, account in UCO is 35, account in ICICI is 42 and account in other is 50.

 The total number of respondents who have used Savings Account is who have used
Current Account is 7.

 The total number of respondents who went there as a child is 29, who drove past it is
35, who got to learn from a friend or family member is 50 and who got to learn from
advertisement is 30.

 The total number of respondents who chose online fund / money transfer is 62, who
chose online booking is 65, who chose mobile recharge is 70 and who chose online
purchase is 80.

 The total number of respondents who chose very less as the option is 10, who chose
less as the option is 20, who chose average as the option is 38, who chose important
as the option is 55 and who chose very important as the option is 65.
 The total number of respondents who have been prey of online fraud is 48 whereas 30
respondents have never been prey of online fraud.Therefore, the percentages are:51%
were prey online fraud.38% were not.

 The number of respondents whose problem was resolved is 55 and whose problem
was not resolved is 25.The data in percentage is :The problem was resolved 69%.The
problem was not resolved 31%

 Total of 50 respondents have increased the use of Online Banking during post covid
period and the percentage for the same is 64% whereas total of 28 online banking
users use the same amount of online banking as before and the percentage is 36%.

 The total number of respondents who feel their account is completely secured in
online banking is 59 and who do not feel the same is 35 and those who can’t say is 10.
Most of the people feel that their account is completely secured in case of online
banking.

 Hence a majority of 98% respondents are satisfied with the survey whereas 2% are
dissatisfied.
 CONCLUSION

Everyone is aware that in the present social milieu more and more people are using and
becoming dependent on technology.

While recapitulating my project which is based on technology related to Online Banking with
reference to Bank of Baroda. It is observed that there are very many advantages and
something few disadvantages also, which may be phased out with coming development.

As far as advantages and concerned customer using online Banking getting fast and superior
services. Which save their time and energy. Simultaneously case of fraud and phasing e-mail
are some disadvantages which hopefully may be countered in future.

An online survey was conducted through structured questionnaire which received 75

responses some of the respondents did not answered the questions accurately which proved to
be the limitation of the study.

In our study it can be seen that the consumers or the respondents are satisfied with the use of
Online Banking with reference to Bank of Baroda and that online Banking are increasing day
-by-day with the increase in various technologies.
 RECOMMENDATION

The following are the strategies may be applied by the banking sectors of the country:
 Bank should ensure that online banking is safe and secure for financial transaction.

 Bank should organize seminar and conference to educate the customer regarding uses
of online banking as well as security and privacy of their account.

 Some elderly customers are hindered by lack of computer skills. They need to be
educated separately on basic skills required to conduct online banking.

 Bank must emphasize the convenience hat online banking can provide to people, such
as avoiding long queue, in order to motivate them to use it.

 Bank must emphasize the cost saving that online can provide to people, such as
reduce transaction cost by use of online banking.
 Provide a platform from where the customers can access different accounts at single
time without extra charge.
 REFERENCE

http://en.wikipedia.org/wiki/Bank of Baroda
http://www.moneycontrol.com/financial/bankofbroda/balance-sheet/BOB
http://www.moneycontrol.com/financials/bankofbaroda/profit&loss/BOB

ANNEXURE
QUESTIONNARE:

1. Gender
 Male
 Female

2. Age
 15-25
 26-35
 40-55
 55-65

3. Education
 10th pass
 12th pass
 Graduated
 Post Graduated

4. Annual Income
 Below 5,000
 Above 5,000
 Above 15,000
 Above 30,000

5. What mode of banking do you prefer?

 Online Banking
 Offline Banking

6. which bank do you have your account?

 Bank of Baroda
 SBI
 UCO
 ICICI
 Other
7. Which type of bank account do you have in bank of Baroda?
 Saving Account
 Current Account

8. How did you first learn about this Bank of Baroda?

 I went there as a child
 I drove pass it
 A friend or family member recommended it
 I saw an advertisement

9. What kind of service are been provided in online banking of Bank of Baroda?
 Online bill payment
 Online booking
 Mobile recharge
 Online purchases

10. How important is online banking in your daily life?

 Very less
 Less
 Average
 Important
 Very important

11. Have you even been prey of online fraud?

 Yes
 No

12. If yes then did it get resolved?

 Yes
 No

13. Have you increase the use of online banking in the post COVID period?
 Yes
 No

14. Do you feel your account is completely secured in online banking?

  Yes
 No
 Can’t say

15. Your over all opinion about this survey

 Very satisfied
 Satisfied
 Will yield result
 Dissatisfied