COMPARATIVE STUDY ON AWARENESS OF E-BANKING AMONG THE CUSTOMERS OF ICICI BANK AND HDFC BANK

(A STUDY IN THE BRANCH OF HDFC AND ICICI BANK OF MANDI GOBINDGARH)

A project report submitted to Panjab University, Chandigarh in the partial fulfillment for the award of the degree of BACHELOR BUSINESS ADMINISTRATION (Session:2010-2011)

Under the guidance of: Prof. Rishikesh Maurya (Dept. of Business Administration)

Submitted By: Vishu Goyal B.B.A. Final year Class roll no. 1610 Uni. roll no.:18908000212

GOBINDGARH PUBLIC COLLEGE ALOUR, KHANNA

Declaration

I studying in Gobindgarh public college, Alour (khanna), Affiliated to Panjab University, Chandigarh do hereby declare that this project report related to entitle to E-banking has been prepared by me. After complete my dissertation in the same as a part of requirement of the BBA3rd programme of Panjab University Chandigarh (2010-11).

VISHU GOYAL 18908000212

Certificate
This is to certify that project, entitled E-Banking has submitted to the Panjab University, Chandigarh in the partial fulfillment of the requirement of B.B.A3rd, is a bonafied research work, carried out by Vishu Goyal. Pupin 18908000212, under my supervision and that no part of his project report has been submitted for any other degree. The assistance and help receiving during the course of investigation has fully acknowledged. SIGNATURE: RISHIKESH MAURYA (Dept. of Business Administration)

Acknowledgement
I would like to express my gratitude to all those who gave me the possibility to complete this project. I would thankful to Prof. Rishikesh Mauraya to continuous guidance. In the end, I express our gratitude to my friends & family who inspired me in this work without their inspirations the work was almost impossible.

VISHU GOYAL

B.B.A. Final year

Contents

y Declaration y Certificate y Acknowledgement y Executive summary Page No. (1)Introduction (2)Company profile (3)Objectives of study (4)Scope of study (5)Research methodology (6) Limitations of study (7)Data analysis (9)Conclusion (10)Suggestions References Annexure 9-18 19-26 27-28 29-30 31-33 34-35 36-53 54-56 57-58 59-60 61-62

Executive summary
The project report on: Awareness of E-banking among the customers of HDFC Bank & ICICI Bank Project carried at: ICICI & HDFC Project objectives: y To study the awareness of E-banking among the customers of ICICI and HDFC banks. y To study the mostly used services of E-Banking by the customers of HDFC and ICICI bank.

Research methodology: SAMPLING UNITS The survey method of marketing research was adopted in this project. A Questionnaire was prepared. Respondents were taken from various places of Mandi Gobindgarh. The main stress of the survey was on the customers of HDFC bank and ICICI bank operating in Mandi Gobindgarh. SAMPLE SIZE A sample size of 60 customers was considered of various age groups-youngsters, middle-aged & old-aged.

SAMPLING TECHNIQUE In this study, convenience sampling technique was used. RESEARCH PLAN Research Planning is the process of developing the most efficient plan for gathering the needed information. DATA SOURCE The major source of data is Primary and Secondary data. PRIMARY DATA Primary data is the data, which is collected afresh and for the first time, and thus happen to be original in character. Primary data has been collected with the help of questionnaires, which were filled by personally visiting the customers of banks. SECONADRY DATA Secondary data is the data which have already been collected by someone else and which have already been passed through the statistical process. The secondary data was gathered from the literature published by the company and websites. Analyzing the information The information collected from the survey was analyzed by using statistical, and data interpretation technique. The analysis technique used in the study is:
y

Graphics and table

Research Design Research design specifies the procedure for conducting and controlling the research projects.

Type of Research The research is descriptive in nature. A descriptive Research is one in which state of affair is described as it exists at present. The researcher has no control over the variables.

Conclusion: The basic objective of my research was to analyze the awareness among customers for E-banking. It gives direction to research tools, research types and techniques. Although the findings reveal that people know about the services but still many people are unaware and many of them are non-users so the bank should through promotion try to retain the customers. Banks should look other financial institutions to increase the service base.

INTRODUCTION

INTRODUCTION

INTRODUCTION OF BANKING Banking has come to occupy a vital position in a nation economy. In todays world, banking is a business that not only deals with borrowing, lending and remittances of funds, but it is also an important instrument for fostering economic growth. It is for this reason that commercial banks are considered the lifeblood of todays economic system. A well-planned, organized, efficient and viable banking system is a necessary concomitant of economic and social infrastructure. In every economy, the vital processes of production and consumption are significantly affected by the aggregate money supply consisting of currency as well as demand time deposits with banks. Banks have an important role to play in increasing the nations saving rate, channelizing the available savings into high investment priorities for fostering the process of capital formation, promoting entrepreneurial activities and accelerating employment by better utilization of resources.

HISTORICAL ANALYSIS OF BANKING INSTITUTION Banking is as old as civilization itself. Reports reveal that long before 2500 BC, the babylonians had developed a complex system of lending and borrowing, and holding money on deposit. In other parts of ancient world, financial and banking systems were developed as men found a need for a standard of value that would take place of cattle, grains, cloth, weapons or other things which they once used to

10

barter or exchange. At first bones, shells, stones, feathers, and crude metals were used as money. Slowly and slowly copper, silver and gold coins replaced these and when men began wealth, they wanted a safe place to store their money. People thought of temples as the safest place. However, the priests were not only the bankers. About the year 605 BC the egibi family in Babylon carried on a banking business that evidently thrived. The Chinese had invented paper cheques paper money hundreds of years before they were used in the western world. The Romans developed an advanced banking system that included for transferring accounts, making loans, charging fees, uniting cheques for withdrawal of funds and for various services. These banking activities were in operation through the 3rd century AD, with the fall of Rome all financial dealings ended. Banks were re-established in Italy during the thirteenth and fourteenth centuries and grew quickly in importance and size as Italians again became world wide traders. It was from this period that the word bank came. Money changers carried on their business in the public squares, sitting behind portable benches on which they displayed their coins. The word bancho (bench) symbolized the business and was carried over into the Italian word banca french noun banque. With the revival of trade between Italy and other parts of the known words, banks sprang up elsewhere and intricate banking systems gradually evolved. Soon both family and national banks prospered throughout Europe and played an important role in Europes growth during the eighteenth and nineteenth centuries. DEVELOPMENT OF AUTOMATION IN BANKING Over the last 15 years, the computer or more generally, Electronic Data Processing (EDP), has become an accepted tool in many organizations and has had a

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considerable impact on the organizational environment and its members. Still, EDP developments within the banking industry were, until the mid-1960s, confined mainly to the large banks with deposits of over $ 100 million. In total, the study anticipated that between1967-71 at least 3200 additional banks will start to use computers, bringing the total to 55 percent of all commercial banks and accounting for over 90 percent of total deposits. There are several reasons why small to medium sized banks were slow in adopting the use of computers. In the beginning the main obstacle was the hardware computer itself. In addition to the lack of equipment, there existed almost a complete lack of knowledge about what the computer could and should do for the banks. The larger banks could afford to hire special staffs to plan and execute the introduction of EDP into the organization and to develop the software needed for the operation.

Electronic banking It is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution. The following terms all refer to one form or another of electronic banking: personal computer (PC) banking, Internet banking, virtual banking, online banking, home banking, remote electronic banking, and phone banking. PC banking and Internet or online banking is the most frequently used designations. It should be noted, however, that the terms used to describe the various types of electronic banking are often used interchangeably.

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PC Banking

PC banking is a form of online banking that enables customers to execute bank transactions from a PC via a modem. In most PC banking ventures, the bank offers the customer a proprietary financial software program that allows the customer to perform financial transactions from his or her home computer. The customer then dials into the bank with his or her modem, downloads data, and runs the programs that are resident on the customer's computer. Currently, many banks offer PC banking systems that allow customers to obtain account balances and credit card statements, pay bills, and transfer funds between accounts.

I-Banking

Internet banking, sometimes called online banking, is an outgrowth of PC banking. Internet banking uses the Internet as the delivery channel by which to conduct banking activity, for example, transferring funds, paying bills, viewing checking and savings account balances, paying mortgages, and purchasing financial instruments and certificates of deposit. An Internet banking customer accesses his or her accounts from browser- software that runs Internet banking programs resident on the bank's World Wide Web server, not on the user's PC. Net Banker defines a true Internet bank" as one that provides account balances and some transactional capabilities to retail customers over the World Wide Web. Internet banks are also known as virtual, cyber, net, interactive, or web banks.

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To date, more banks have established an advertising presence on the Internetprimarily in the form of informational or interactive web sites-than have created transactional web sites. However, a number of Banks that do not yet offer transactional Internet banking services have indicated on their web sites that they will offer such banking activities in the future.

Internet banks generally have lower operational and transactional costs than do traditional brick-and-mortar banks; they are often able to offer low-cost checking and high-yield Certificates of deposit. Internet banking is not limited to a physical site; some Internet banks exist without physical branches, for example, Telebank (Arlington, Virginia) and Banknet (UK). Further, in some cases, web banks are not restricted to conducting transactions within national borders and have the ability to make transactions involving large amounts of assets instantaneously. According to industry analysts, electronic banking provides a variety of attractive possibilities for remote account access, including: Availability of inquiry and transaction services around the clock; Worldwide connectivity; Easy access to transaction data, both recent and historical; and "Direct customer control of international movement of funds without intermediation of financial institutions in customer's jurisdiction."

Definition of E-Banking

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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 systems that enable financial institution customers, 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 a personal computer (PC), personal digital assistant (PDA), automated teller machine (ATM), kiosk, or 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 due to the Internet's widely accessible public network. Accordingly, this booklet begins with a discussion of the two primary types of Internet websites: informational and transactional. E-Banking Support Services

In addition to traditional banking products and services, financial institutions can provide a variety of services that have been designed or adapted to support ecommerce. Management should understand these services and the risks they pose to the institution. This section discusses some of the most common support services: web linking, account aggregation, electronic authentication, website hosting, payments for e-commerce, and wireless banking activities Web Linking A large number of financial institutions maintain sites on the World Wide Web. Some websites are strictly informational, while others also offer customers the

15

ability to perform financial transactions, such as paying bills or transferring funds between accounts. Virtually every website contains "web links." A web link is a word, phrase, or image on a webpage that contains coding that will transport the viewer to a different part of the website or a completely different website by just clicking the mouse. While web links are a convenient and accepted tool in website design, their use can present certain risks. Generally, the primary risk posed by web linking is that viewers can become confused about whose website they are viewing and who is responsible for the information, products, and services available through that website. There are a variety of risk management techniques institutions should consider using to mitigate these risks. These risk management techniques are for those institutions that develop and maintain their own websites, as well as institutions that use third-party service providers for this function. The agencies have issued guidance on web linking that provides details on risks and risk management techniques financial institutions should consider Person-to-Person Payments Electronic person-to-person payments, also known as e-mail money, permit consumers to send "money" to any person or business with an e-mail address. Under this scenario, a consumer electronically instructs the person-to-person payment service to transfer funds to another individual. The payment service then sends an e-mail notifying the individual that the funds are available and informs him or her of the methods available to access the funds including requesting a check, transferring the funds to an account at an insured financial institution, or retransmitting the funds to someone else. Person-to-person payments are typically funded by credit card charges or by an ACH transfer from the consumer's account

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at a financial institution. Since neither the payee nor the payer in the transaction has to have an account with the payment service, such services may be offered by an insured financial institution, but are frequently offered by other businesses as well. Wireless E-Banking Wireless banking is a delivery channel that can extend the reach and enhance the convenience of Internet banking products and services. Wireless banking occurs when customers access a financial institution's network(s) using cellular phones, pagers, and personal digital assistants (or similar devices) through

telecommunication companies' wireless networks. Wireless banking services in the United States typically supplement a financial institution's e-banking products and services.

Today banking services can be delivered through following modes:-

1.

Internet

Banking,

Web

Banking,

PC

Banking

and

e-Banking

Popularity of PC and easy access to internet and World Wide Web (www) has facilitated banks to use internet as a delivery channel and receiving instructions. Today all private banks and most of the nationalized banks are offering web based banking services. It is this form of banking that is generally referred as Internet Banking.

2. Phone Banking / Mobile Banking (M - Banking)

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There has been a rapid advancement and acceptance of mobile services in India. Penetration rate of mobiles and landlines have increased considerably. Banks have lapped up these opportunities and are offering mobile banking. Account status can be enquired just by a SMS (Short Message Service).

3. Plastic Money ATM card, Credit card, Debit Card etc. Banks have installed ATM that is connected via V-SAT. The customer can perform following operation through ATM cash withdrawal, balance enquiry, mini statement of previous transactions (last 5 to 10 transactions), order cherub books, deposit cash and obtain product information. Nowadays banks are offering value added services too, through ATMs.

Punjab National Bank (PNB) is offering recharge of prepaid mobile card. Often these banks tie with other banks to use their ATM like:-

HDFC

and

SBI;

* PNB, UTI and Global Trust Bank. In this manner, the banks increase their 'Point of Cash Delivery'. Apart from this credit, debit card have are becoming preferred medium of payment. Thus technology has created various delivery channels for bank customers.

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COMPANY PROFILE

19

ICICI Bank
ICICI Bank Industrial Credit and Investment Corporation of India was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE.

ICICI Bank is India's second-largest bank with total assets of Rs. 3,634.00 billion (US$ 81 billion) at March 31, 2010 and profit after tax Rs. 40.25 billion (US$ 896 million) for the year ended March 31, 2010. The Bank has a network of 2,528 branches and 6,000 ATMs in India, and has a presence in 19 countries, including

20

India.

ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries in the areas of investment banking, life and non-life insurance, venture capital and asset management.

The Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has established branches in Belgium and Germany.

ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).

Measures for security when using internet banking: ICICI Bank uses the sophisticated multi layered architecture with digital certification from Verisign and 128 bit encryption facility to ensure security of your online transactions and confidentiality of your data. However the following information is provided as a guide to assist you in protecting the information on your computer. It is not an exhaustive list and is intended for information purposes only.

21

y You need to enter your Internet Banking User id and password each time you access your internet banking account. Since your access is protected by this password it is very important that you protect your password, by making it known ONLY to you. y The system prompts you to change the password on first time login. We recommend that you change both login and transaction password. y Your password should be at least 8 characters long. Passwords are case sensitive. y Do not use your date of birth, telephone number, address, your name or the name of a friend or relative in your password. y Your internet banking account is locked in case you enter wrong user id and password 3 times. y Passwords are case sensitive. y Change your password regularly. y Ensure that you are not observed while entering the password. y Never leave your computer unattended while you are logged in to ICICI Bank.com y Always logoff from Internet Banking upon completion of your session. Use the Logout button for closing the session. It is preferable not to shut the window to log off. y Disable the option on browsers for storing user names and passwords. You can refer to the help section available on your browser for instructions

22

Online services offered by ICICI Bank: No need of walking up to the bank branch, every time you need to do your banking. As you can do a lot of it online. From paying your bills to transferring funds, booking your rail/air tickets, shopping, sending a money order and doing lots more like: Quick pay Online tax calculation Prepaid mobile recharge Online loans & credit cards Account to card fund transfer Receive funds

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HDFC Bank
HDFC Bank Ltd. (BSE: 500180, NYSE: HDB) is a major Indian financial services company based in India, incorporated in August 1994, after the Reserve Bank of India allowed establishing private sector banks. The Bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,725 branches and over 4,232 ATMs, in 779 cities in India, and all branches of the bank are linked on an online real-time basis. As of 30 September 2008 the bank had total assets of Rs.1006.82 billion. For the fiscal year 2008-09, the bank has reported net profit of 2,244.9 crore

(US$498.37 million), up 41% from the previous fiscal. Total annual earnings of the bank increased by 58% reaching at 19,622.8 crore (US$4.36 billion) in 2008-09. HDFC Bank was incorporated in 1994 by Housing Development Finance Corporation Limited (HDFC), India's largest housing finance company. It was among the first companies to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. The Bank started operations as a scheduled commercial bank in January 1995 under the RBI's liberalization policies. Times Bank Limited (owned by Bennett, Coleman & Co. / Times Group) was merged with HDFC Bank Ltd., in 2000. This was the first merger of two private banks in India. Shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of Times Bank.

24

Net Banking is HDFC Bank's Internet banking service. Providing up-to-the-second account information, Net Banking lets you manage your account from the comfort of your mouse - anytime, anywhere. Measures for security when using internet banking: You should log-out from the Net Banking when leaving your PC. Always change your password continuously, choose "strong" 6 to 8 digit passwords (alphanumeric) and change them regularly; avoid obvious passwords (names of family members, pets, favorite musician etc), and don't tell anyone else your passwords. You should not write a password down on any paper which may be easily accessible to anyone. Put in a power-on password in your machine so that nobody else can switch on your machine. Have a screensaver password so that when you are away from your workstation nobody else can access it. If you think someone knows your password go online and change it immediately If you are using the Internet in a public place (e.g. a Cyber Cafe) does not leave the PC unattended, and ensure that no-one is watching what you type Logoff from Net Banking upon completion of your session. Use the Log-out button to Log out so that the session closes and don't shut the window to Log off. This will prevent the viewing of previous pages of your online session via your PC.

25

You should consider running a Personal Firewall, which will prevent unauthorized persons from accessing your computer and guard against the introduction of malicious programs onto your PC

Online services provided by HDFC Bank: o View Account Balances & Statements o Transfer Funds between accounts o Create Fixed Deposits Online o Request a Demand Draft o Pay Bills o Order a Cheque Book o Request Stop Payment on a Cheque

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Objectives of the study

27

Objectives of the study

y To study the awareness of E-banking banking among the customers of HDFC and ICICI bank. y To study the mostly used services of E-Banking by the customers of HDFC and ICICI bank.

28

Scope of study

29

Scope of study
The project is based on the awareness of E-Banking among the customers of HDFC bank and ICICI bank. It includes the customer behavior and preferences towards the E-Banking in the Mandi Gobindgarh. The current project also covers the analysis of the dissatisfaction among the different customers towards Ebanking. So the scope of the study is limited to the Mandi Gobindgarh only. The current project also covers the study of awareness level of the people about the EBanking in Mandi Gobindgarh.

30

Research Methodology

31

Research Methodology
SAMPLING UNITS The survey method of marketing research was adopted in this project. A Questionnaire was prepared. Respondents were taken from various places of Mandi Gobindgarh. The main stress of the survey was on the customers of HDFC bank and ICICI bank operating in Mandi Gobindgarh. SAMPLE SIZE A sample size of 60 customers was considered of various age groups-youngsters, middle-aged & old-aged. SAMPLING TECHNIQUE In this study, convenience sampling technique was used. RESEARCH PLAN Research Planning is the process of developing the most efficient plan for gathering the needed information. DATA SOURCE The major source of data is Primary and Secondary data. PRIMARY DATA Primary data is the data, which is collected afresh and for the first time, and thus happen to be original in character. Primary data has been collected with the help of questionnaires, which were filled by personally visiting the customers of banks. SECONADRY DATA

32

Secondary data is the data which have already been collected by someone else and which have already been passed through the statistical process. The secondary data was gathered from the literature published by the company and websites. Analyzing the information The information collected from the survey was analyzed by using statistical, and data interpretation technique. The analysis technique used in the study is:
y

Graphics and table

Research Design Research design specifies the procedure for conducting and controlling the research projects.

Type of Research The research is descriptive in nature. A descriptive Research is one in which state of affair is described as it exists at present. The researcher has no control over the variables.

33

Limitations of the study

34

Limitations of the study

The study is subjected to certain limitations. Even thought care has been taken in collection, classification and analysis of data, the following limitation were noticed :y TIME LIMITATION FACTOR: Due to the lack of time it was not possible to cover areas. y RESPONDENTS INTEREST: Respondent are not interested in giving relevant information this was a major limitation of study. y COLLECTION OF DATA: Collection of data from the Mandi Gobindgarh only.

35

Data Analysis

36

Data Analysis
(A) On the basis of Age Groups: (1)No. of customers aware about E-banking

HDFC Bank

Age groups

No. of person (30 persons) Yes No 4 2 -

20-40 40-60 Above 60

6 18 -

20 18 16 14 12 10 8 6 4 2 0 20-40 40-60 Above 60 Yes No

37

ICICI Bank

Age Groups

No. of Persons (30persons) Yes No 2 8 2

20-40 40-60 Above 60

10 6 2

12

10

Yes No

0 20-40 40-60 Above 60

38

(2)No. of customers use E-banking

HDFC Bank

Age Groups

No. of persons (30 persons) Yes No 4 0 0

20-40 40-60 Above 60

6 20 0

25

20

15 Yes 10 No

0 20-40 40-60 Aove 60

39

ICICI Bank

Age Groups

No. of persons (30 persons)

Yes 20-40 40-60 Above 60 10 6 2

No 2 8 2

12

10

Yes No

0 20-40 40-60 Above 60

40

(3) No. of persons using Internet Banking

Age Groups

No. of persons (60persons) HDFC ICICI 4 2 2

20-40 40-60 Above 60

6 18 0

20 18 16 14 12 10 8 6 4 2 0 20-40 40-60 Above 60 HDFC ICICI

41

(4) No. of persons using SMS Banking

Age Groups

No. of persons (60persons) HDFC ICICI 0 10 0 8 4 2

20-40 40-60 Above 60

12

10

HDFC ICICI

0 20-40 40-60 Above 60

42

(5) No. of persons using Mobile Banking

Age Groups

No. of persons (60persons) HDFC ICICI 0 4 0 4 0 2

20-40 40-60 Above 60

4.5 4 3.5 3 2.5 HDFC 2 ICICI 1.5 1 0.5 0 20-40 40-60 Above 60

43

(6) No. of persons using all

Age Groups

No. of persons (60persons) HDFC ICICI 0 4 0 2 0 0

20-40 40-60 Above 60

4.5 4 3.5 3 2.5 HDFC 2 ICICI 1.5 1 0.5 0 20-40 40-60 Above 60

44

(B)On the basis of Sex: (1)No. of customers aware about E-Banking

HDFC Bank

Sex

No. of persons (30 persons) Yes No 2 4

Male Female

22 2

25

20

15

No Yes

10

0 Male Female

45

ICICI Bank

Sex

No. of persons (30 persons) Yes No 10 0

Male Female

16 4

30 25 20 No 15 10 5 0 Male Female Yes

46

(2)No. of customers use E-banking

HDFC Bank

Sex

No. of persons (30 persons) Yes No 2 4

Male Female

22 2

25

20

15

No Yes

10

0 Male Female

47

ICICI Bank

Sex

No. of persons (30 persons) Yes No 12 0

Male Female

14 4

30 25 20 No 15 10 5 0 Male Female Yes

48

(3) No. of persons using Internet Banking

Sex

No. of persons (60persons) HDFC ICICI 6 2

Male Female

18 2

18 16 14 12 10 8 6 4 2 0 Male Female HDFC ICICi

49

(4) No. of persons using SMS Banking

Sex

No. of persons (60persons) HDFC ICICI 12 2

Male Female

8 2

12 10 8 HDFC 6 4 2 0 Male Female ICICI

50

(5) No. of persons using Mobile Banking

Sex

No. of persons (60persons) HDFC ICICI 4 2

Male Female

4 0

4 3.5 3 2.5 HDFC 2 1.5 1 0.5 0 Male Female ICIC

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(6) No. of persons using all

Sex

No. of persons (60persons) HDFC ICICI 0 2

Male Female

4 0

4 3.5 3 2.5 HDFC 2 1.5 1 0.5 0 Male Female ICICI

52

(C) No. of customers satisfied with use of E-banking

Bank

No. of persons (60 persons) Yes No 0 2

HDFC ICICI

24 16

12 10 8 Yes 6 4 2 0 HDFC ICICI No

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Finding & Conclusion

54

Finding & Conclusion

With the help of questionnaire & data analysis, findings are on the basis of two groups: (1) (2) On the basis of Age Groups On the basis of Sex

(1)

On the basis of age groups: y Customers of age 40-60 of HDFC Bank are more aware as well as use of E-banking. And also services like Internet Banking, SMS Banking and Mobile Banking are more used by this age group. y On the contrary side, the customers of age 20-40 of ICICI Bank are more aware and use of E-banking. And also services like Internet Banking, SMS Banking and Mobile Banking are more used by this age group.

(2)

On the basis of Sex:

y Male customers of both banks i.e. HDFC Bank & ICICI Bank are more aware as well as use of E-banking. And also services like Internet Banking, SMS Banking and Mobile Banking are more used by male group. And we also find that the customers of HDFC Bank are more satisfied as compared to ICICI Bank with the use of E-Banking.

55

Conclusion: The basic objective of my research was to analyze the awareness among customers for E-banking. It gives direction to research tools, research types and techniques. Although the findings reveal that people know about the services but still many people are unaware and many of them are non-users so the bank should through promotion try to retain the customers. Banks should look other financial institutions to increase the service base.

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Suggestions

57

Suggestions
To prevent online banking from remaining customers to prompt this service through advertising company. After repairing this basic deficiency, banks must ensure that their services are competitive. Banks is not taking more charge from their customers.

58

References

59

References

y http://www.indianmba.com/Faculty_Column/FC545/fc545.html y http://www.indianmba.com/Faculty_Column/FC908/fc908.html y http://en.wikipedia.org/wiki/Online_banking y www.icici.com y www.hdfc.com y http://en.wikipedia.org/wiki/HDFC_Bank y http://info.shine.com/company/ICICI-Bank-Ltd/162.aspx

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Annexure

61

Questionnaire
(1)Name of the customer (2)Age: (3)Sex: (4)Are you aware about E-banking? (a)Yes (b) No (5)Do you use E-banking? (a)Yes (b)No (6)What type of services are you using under E-banking? (a)Internet Banking (b)SMS Banking (c)Mobile Banking (7)Tick which bank you preferred? (a)ICICI (b)HDFC (8)Why did you preferred this bank? (a)Services is good (b)They provide security (c)Cheaper services fees (9)Are you satisfied with the using of E-banking? (a)Yes (b)No

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