2a Study On Impact of E-Banking Services On

A STUDY ON IMPACT OF E-BANKING SERVICES ON CUSTOMERS
GUIDED BY :
BY:MOHAN KUMAR KS
AKILA REG NO: 19YYCMD022
A STUDY ON IMPACT OF E-BANKING SERVICES ON CUSTOMERS
Online banking is an electronic payment system that enables customers of a financial institution to conduct financial
transactions on a website operated by the institution, such as a retail bank, virtual bank, credit union or building society.
Online banking is also referred as Internet banking, e-banking, virtual banking and by other terms.
The idea of electronic banking has been characterized from multiple points of view; Daniel characterizes electronic banking
as the conveyance of banks' data and administrations by banks to clients through various conveyance plat shapes that can be
utilized with various terminal gadgets, for example, PCs and cell phone with program or work area programming, phone or
advanced TV
In basic words, e-banking suggests arrangement of banking items and administrations through electronic conveyance
channels. Electronic banking has been around for a long while as programmed teller machines (ATMs) and phone exchanges.
In later occasions, it has been changed by the web – another conveyance channel that has encouraged financial exchanges for
the two clients and banks
Popular services covered under E-Banking:
• Automated Teller Machines

• Credit Cards
• Debit Cards
• Smart Cards
• Electronic Funds Transfer (EFT) System
• POS( Point of Sale)
• Mobile Banking, Internet Banking
• Telephone Banking
• Home banking
Objectives of the Study
 To know customer impression towards e-banking.
 To knowledge important is e-banking in customers daily life.
 To know whether the e-banking is suitable or not.
 To know where the customers trust online banking or not.
 To identify causes for customer dissatisfaction towards e-banking
 To know the strike of Electronic Banking on customers.

Limitations of the Study
 The study has to be covered within a limited period of time.
 The sample size selected was 50. It is very difficult to conclude the impact of e-banking based on such small
number of respondents.
 The respondents may not tick the correct option because of several reasons such as lack of time etc.
Data Analysis and Interpretation
Primary data:
To collect primary data, the following techniques were used;
 Questionnaire: Through this technique customers were asked questions regarding e-banking.
 Interview: Data were also collected by interviewing the responser.
Secondary data:
The secondary data was collected from
 Books (E-books).
 Magazines.
 Internet.( RBI Website).
 Web Portals.
Findings
 Most of the customers are using e-banking services. From the selected sample size, 74
percent of the customers are using e-banking. The reason for its popularity is that it is
time saving and also it is 24 hours a day and 365 days available.
 It can be seen that most of the customers are highly satisfied with e-banking. Out of total
selected sample size, 82 percent of the respondents are highly satisfied with the e-
banking. Only 6 percent of the respondents are dissatisfied with the e-banking.
 Customers find it very convenient to use e-banking. 80 percent of the respondents think
that e-banking is convenient and only 4 percent of the respondents think that it lacks
convenience.
 Customers trust online banking. 42 percent of the respondents completely trusts online
banking, 42 percent trusts it somewhat and 10 percent of the respondents have doubt.
 Majority of the customers are interested in personal banking.
 Customers believe Bill Payment is an important tool for modern banking
Conclusion
This examination expresses that web banking gives more noteworthy reach to clients.
Criticism can be gotten effectively as web is virtual in nature. Client faithfulness can be
acquire. Individual consideration can be given by bank to clients, likewise quality help can be
served. Bank should realize that No framework is great, anyway an arrangement of such a
sort should be exceptionally gotten. This is a framework which holds account subtleties and
clients abundance. On the off chance that such a framework was not trusted and not solid, at
that point banks would confront genuine laws and would lose business. It tends to be
effectively presume that innovative advancement in financial industry decidedly improves
their administrations, seriousness, marking and furthermore loyalty.
Recommendations and suggestions
 For bill payments and bookings such as telecom bills, DTH bills, gas bills, energy bills and ticket bookings
etc., NEFT(National electronic fund transfer)/EFT(Electronic fund transfer) should also be used.
 E-banking should also include the premium and payment of LIC policies.
 As internet use is growing day by day, clients are also increasingly pursuing internet banking.. More
services via internet banking for question as well as for transaction purposes should be given to make e-
payment services more assumed among customer banks.
 Banks should focus more on popularizing customers' internet use, resulting in better customer loyalty and
cost reduction.
 Developing awareness campaigns for e-banking and making consumers completely aware of e-banking.
Data Analysis and Interpretation
Primary data:
To collect primary data, the following techniques were used;
 Questionnaire: Through this technique customers were asked questions regarding e-banking.
 Interview: Data were also collected by interviewing the responser.
Secondary data:
 The secondary data was collected from
 Books (E-books).
 Magazines.
 Internet.( RBI Website).
 Web Portals.
Thank you

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A STUDY ON IMPACT OF E-BANKING SERVICES ON CUSTOMERS

• Automated Teller Machines

 To know customer impression towards e-banking.

 To knowledge important is e-banking in customers daily life.

 To know whether the e-banking is suitable or not.

 To know where the customers trust online banking or not.

 To identify causes for customer dissatisfaction towards e-banking

 To know the strike of Electronic Banking on customers.

 The study has to be covered within a limited period of time.

The secondary data was collected from

To collect primary data, the following techniques were used;

 Interview: Data were also collected by interviewing the responser.

 The secondary data was collected from

 Internet.( RBI Website).

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