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E Banking Project Report by SUDARSHAN
E Banking Project Report by SUDARSHAN
ON
E-BANKING IN INDIA
SUBMITTED TO
PROJECT GUIDE:
SUBMITTED BY:
SUDARSHAN TOMAR
SALES MANAGER
Table Contents
Chapter 1: General Introduction of Banking system in INDIA.08
Chapter 2: Introduction of ING Group...10
Chapter 3: Introduction of E-Banking...17
Chapter 4: Research Methodology ..18
Chapter 5: Literature Review .26
Chapter 6: Objective of study..29
Chapter 7: Methodology.30
Chapter 8: Questionnaire....32
Chapter 9: Data analysis35
Chapter 10: Findings42
Chapter 11: Conclusions43
Executive summary
The project Report on:
Services provided by the bank through E-BANKING IN INDIA
Project Objectives:
Find the customer satisfaction relating to E-banking service.
To study the awareness of internet banking among the customers of ING
VYSYA bank.
Benefits of study:
Awareness among customers for internet banking.
It gives direction to research tools, research types and techniques.
Availability should be increased by using various services Strategy.
Acknowledgement
My sincere gratitude to Mr. Amit Dahra, sales manager, Agra Branch, ING
VYSYA BANK who gave necessary directions on doing this project to the best of
my abilities.
I am highly indebted to Mr. Nitin Kumar, Branch Manager, who provided me
with the necessary information and also for the support extended out to me in
the completion of this report and his valuable suggestion and comments on
bringing out this report in the best way possible.
Later on I would like to thanks Dr. Vandana Srivastava and other faculty
members who taught me that how to do project through appropriate tools and
techniques.
Signature
Sudarshan Tomar
Declaration
I am Sudarshan Tomar . This project report is my original work and has not been
submitted in any form as a part of any other project.
Information derived from the published and unpublished work of other has been
acknowledgement in the bibliography.
Sudarshan Tomar
Chapter 1
In 1948, the Reserve Bank of India, India's central banking authority, was
nationalized, and it became an institution owned by the Government of India.
In 1949, the Banking Regulation Act was enacted which empowered the
Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in
India."
The Banking Regulation Act also provided that no new bank or branch of an
existing bank could be opened without a license from the RBI, and no two
banks could have common directors
Chapter 2
INTRODUCTION: The Origin of ING Group
ING group originated in 1990 from the merger between Nationale Nederlanden
the largest Dutch Insurance Company and NMB Post Bank Group. Combining
roots and ambitions, the newly formed company called Internationale Nederlanden
Group. Market circles soon abbreviated the name to I-N-G. The company
followed suit by changing the statutory name to ING Group. ING is a global
financial services company providing banking, investments, life insurance and
retirement services and operates in more than 50 countries.
STRATEGY
INGs overall mission is to help customers manage their financial future. INGs
strategic focus is on banking, investments, life insurance and retirement services.
They provide retail customers with the products they need during their lives to
grow savings, manage investments and prepare for retirement with confidence.
With wide range of products, innovative distribution models and strong footprints
in both mature and developing markets, ING has the long-run economic,
technological and demographic trends on their side.
COPERATE RESPOSIBILITY
ING wants to pursue profit on the basis of sound business ethics and respect for its
stakeholders. Corporate responsibility is therefore a fundamental part of INGs
strategy: ethical, social and environmental factors play an integral role in business
decisions.
STRENGHTS:
1) Online Services: ING VYSYA Bank provides online services of all its
banking facilities, so a person can access his account from anywhere he is.
2) Advanced Infrastructure: Branches of ING VYSYA Bank are well
equipped with advanced technology. All the computerized machines are located in
suitable manner & are very useful to the customers & staff of the
bank.
3) Friendly Staff: The staff of ING VYSYA Bank in all branches is very friendly &
helps the customer in all cases. They provide faster services along with bonding
personal relationship with the customers.
4) ATM services: ING VYSYA bank provides
ATM services to their
customer free of cost even if the customer uses the other banks ATM.
5) Other Facilities to the Customers & Employees: ING VYSYA Bank
provides facilities like proper sitting arrangements to the customers And proper
Ventilation & sanitary facilities for the employees of the bank.
WEAKNESS:
1) High Initial amount to open a account: In comparison of other banks ING
VYSYA Bank offers their savings and current account with a minimum balance of
Rs. 5000 and 10000 respectively.
2) Less no. of Branches: Branches of ING VYSYA Bank are to low as compared to
other Banks, specially in the rural or semi-rural part of the country.
OPPORTUNITIES:
1) OPEN New Branches: The bank should open branches in that part of the country
which are still uncovered with the banking facilities and have good customer base
to gain the first mover advantage.
2) Recruit professionally guided students: The bank can recruit these students
through tie- ups with colleges. Such students will surely prove as an asset to the
bank.
3) Associate with social cause: The bank can also associate itself
with social causes like providing relief aid patients, funding towards
natural calamities. This will help him to create a good image among the customers
and help him to gain the more customer base.
THREATS:
1) Competition: ING VYSYA Bank is facing tight competition with other private
Banks like Standered Chartered, HDFC, ICICI, IDBI etc.
2) Decentralized Management: Each branch manager is given the
authority of taking decisions in their respective branches. The
decisions made by different managers are diverse and any one
wrong decision can laid to heavy losses to the bank.
193
Set up in Bangalore
0
194
Scheduled Bank
8
198
Largest Private Sector Bank
5
198
The Vysya Bank Leasing Ltd. Commenced
7
198
Pioneered the concept of Co branding of Credit Cards
8
199
Promoted Vysya Bank Housing Finance Ltd.
0
199
Deposits cross Rs.1000 crores
2
199
Number of Branches crossed 300
3
Signs Strategic Alliance with BBL., Belgium. Two National Awards by
199
Gem & Jewellery Export Promotion Council for excellent performance in
6
Export Promotion
Cash Management Services, & commissioning of VSAT. Golden Peacock
199 Award - for the best HR Practices by Institute of Directors. Rated as Best
8
Domestic Bank in India by Global Finance (International Financial Journal
- June 1998)
200 State -of - the -art Date Centre at ITPL, Bangalore.
0
RBI clears setting up of ING Vysya Life Insurance Company.
200
ING-Vysya commenced life insurance business.
1
The Bank launched a range of products & services like the Vys Vyapar Plus,
the range of loan schemes for traders, ATM services, Smartserv, personal
200
assistant service, Save & Secure, an account that provides accident
2
hospitalization and insurance cover, Sambandh, the International Debit Card
and the mi-b@nk net banking service.
200
ING takes over the Management of the Bank from October 7th , 2002 .
2
200 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide letter of
2
17.12.02
200 Introduced customer friendly products like Orange Savings, Orange Current
Chapter 3
Introduction: E-Banking
Electronic banking, also known as electronic funds transfer (EFT), is simply the
use of electronic means to transfer funds directly from one account to another,
rather than by cheque or cash. You can use electronic funds transfer to:
Withdraw money from your checking account from an ATM machine with a
personal identification number (PIN), at your convenience, day or night.
Instruct your bank or credit union to automatically pay certain monthly bills from
your account, such as your auto loan or your mortgage payment.
Have the bank or credit union transfer funds each month from your checking
account to your mutual fund account.
Buy groceries, gasoline and other purchases at the point-of-sale, using a check
card rather than cash, credit or a personal check.
Use a smart card with a prepaid amount of money embedded in it for use instead
of cash at a pay phone, expressway road toll, or on college campuses at the
library's photocopy machine or bookstores.
Use your computer and personal finance software to coordinate your total
personal financial management process, integrating data and activities related to
your income, spending, saving, investing, recordkeeping, bill-paying and taxes,
along with basic financial analysis and decision making.
A. INTERNET BANKING:
Internet Banking lets you handle many banking transactions via your personal
computer. For instance, you may use your computer to view your account balance,
request transfers between accounts, and pay bills electronically.
Internet banking system and method in which a personal computer is connected by
a network service provider directly to a host computer system of a bank such that
customer service requests can be processed automatically without need for
intervention by customer service representatives. The system is capable of
distinguishing between those customer service requests which are capable of
automated fulfillment and those requests which require handling by a customer
service representative. The system is integrated with the host computer system of
the bank so that the remote banking customer can access other automated services
of the bank. The method of the invention includes the steps of inputting a customer
banking request from among a menu of banking requests at a remote personnel
computer; transmitting the banking requests to a host computer over a network;
receiving the request at the host computer; identifying the type of customer
banking request received; automatic logging of the service request, comparing the
received request to a stored table of request types, each of the request types having
an attribute to indicate whether the request type is capable of being fulfilled by a
customer service representative or by an automated system; and, depending upon
the attribute, directing the request either to a queue for handling by a customer
service representative or to a queue for processing by an automated system.
without the need for a human bank teller. Many ATMs also allow people to deposit
cash or cheques, transfer money between their bank accounts, top up their mobile
phones' pre-paid accounts or even buy postage stamps.
On most modern ATMs, the customer identifies him or herself by inserting a
plastic card with a magnetic stripe or a plastic smartcard with a chip, which
contains his or her account number. The customer then verifies their identity by
entering a pass code, often referred to as a PIN (Personal Identification Number) of
four or more digits. Upon successful entry of the PIN, the customer may perform a
transaction.
The Indian market today has approximately more than 17,000 ATMs.
D. TELE BANKING:
Undertaking a host of banking related services including financial transactions
from the convenience of customers chosen place anywhere across the GLOBE and
any time of date and night has now been made possible by introducing on-line
E. SMART CARD:
Banks are adding chips to their current magnetic stripe cards to enhance security
and offer new service, called Smart Cards. Smart Cards allow thousands of times
of information storable on magnetic stripe cards. In addition, these cards are highly
secure, more reliable and perform multiple functions. They hold a large amount of
personal information, from medical and health history to personal banking and
personal preferences
F. E-CHEQUE:
It can now be used in place of paper cheques to do any and all remote
transactions.
An E-cheque work the same way a cheque does, the cheque writer "writes"
the e-Cheque using one of many types of electronic devices and "gives" the eCheque to the payee electronically. The payee "deposits" the Electronic Cheque
receives credit, and the payee's bank "clears" the e-Cheque to the paying bank. The
paying bank validates the e-Cheque and then "charges" the check writer's account
for the check
G. MOBILE BANKING :
Mobile banking is a term used for performing balance checks, account
transactions, payments, credit applications and other banking transactions through
a mobile device such as a mobile or Personal Digital Assistant . The earliest mobile
banking services were offered over SMS. With the introduction of the first
primitive smart phones with WAP support enabling the use of the mobile web in
1999, the first European banks started to offer mobile banking on this platform to
their customers.
Fund
transfer
You can transfer any amount from one account to another of the same or any
another bank. Customers can send money anywhere in India. Once you login to
your account, you need to mention the payees's account number, his bank and the
branch. The transfer will take place in a day or so, whereas in a traditional method,
it takes about three working days
Shopping
With a range of all kind of products, you can shop online and the payment is also
made conveniently through your account. You can also buy railway and air tickets
through Internet banking.
Through Internet banking, you can check your transactions at any time of the day,
and as many times as you want to. Where in a traditional method, you get quarterly
statements from the bank. If the fund transfer has to be made outstation, where the
bank does not have a branch, the bank would demand outstation charges. Whereas
with the help of online banking, it will be absolutely free for you.
Security Precautions
Customers should never share personal information like PIN numbers, passwords
etc with anyone, including employees of the bank. It is important that documents
that contain confidential information are safeguarded. PIN or password mailers
should not be stored, the PIN and/or passwords should be changed immediately
and memorised before destroying the mailers.
Plastic Cards as Media for Payment:There are four types of plastic cards being used as media for making
payments. These are:
1. Credit Card
2. Debit Card
3. Smart Card
4. ATM Card
1. Credit Cards: The Credit Card is a post paid card. The credit card enables the cardholders to:
Purchase any item like clothes, jewellery, railway/air tickets, etc. Pay bills for
dining in a restaurant or boarding and lodging in hotel etc.
2. Debit Cards: A Debit Card, on the other hand, is a prepaid card with some stored value. Every
time a person uses this card, the Internet Banking house gets money transferred to
its account from the bank of the buyer. The buyers account is debited with the
exact amount of purchases.
3. Smart Cards: Smart Cards have a built-in microcomputer chip, which can be used for storing and
processing information. For example, a person can have a smart card from a bank
with the specified amount stored electronically on it. The specified amount is
utilized by the customer, he can approach the bank to get his card validated for a
further specified amount. Such cards are used for paying small amounts like
telephone calls, petrol bills
etc.
4. ATM Cards: The card contains a PIN (Personal Identification Number) which is selected by the
customer or conveyed to the customer and enables him to withdraw cash up to the
transaction limit for the day. He can also deposit cash or cheque.
Notify ING VYSYA Bank immediately if you notice any unusual account
activity.
Keep all documents that include your account information in a secure
location.
When you login you can view the date and time of your last log in.
Year
2003
2004
2005
2006
2007
2008
2009
2010
Incr.%
12
15
20
25
32
40
50
80
2010; 8
70
60
50
40
30
20
10
2003; 1
2004;
2004; 2
2
2005; 3
2005; 3
2006; 4
2006; 4
2007; 5
2007; 5
2008; 6
2008; 6
2009; 7
2009; 7
2010; 8
0
2003
2004
2005
2006
2007
2008
2009
2010
Finding
From 2003-2010 , the user of the E-banking is increasing every year.
Chapter 4
Research Methodology
The data collected from questionnaire will be tabulated and analyzed so that it can
easily understand to the user.
There are a number of ways to be used to present the result of findings are:o Pie-chart
o Graphs
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.
SAMPLE SIZE:
My sample size for this project was 20 respondents. Since it was not
possible to cover the whole universe in the available time period, it was
necessary for me to take a sample size of 20 respondents.
Chapter 5
Literature Review
Internet and the Banking System
The rapid growth of the Web creates a tremendous opportunity for new businesses,
but also requires a new way of viewing the market place for the community
banker. Experts estimates that consumer use of on-line banking services will
increase over 20-fold by the end of the century. Geography and the number of
branches become irrelevant and community banks are able to offer the same level
of service and convenience to customers as the largest banks. In the past, over 60%
of existing bank customers have cited their bank selection to be based on
convenience of location. For the customers of today, convenience of location
includes the availability of 24-hour access via the Internet. (Wilson, 1996)
Seitz and Stickel (1999) considered that financial service companies are using the
Internet as a new distribution channel. The goals are:
complex products may be offered in an equivalent quality with lower costs to
more potential customers
there may be contacts from each place of earth at any time of day and night
Seybold (1998) identifies 8 critical success factors for electronic banking:
Own the customers total experience
Streamline business processes that impact the customer
Provide a 360-degree view of customer relationship
Let customers help themselves
Help customers do their job
Deliver personalized service
Source: http://www.aurelvoiculescu.com/mba
Chapter 6
Objective of study
Find the customer satisfaction relating to E-banking service.
To study the awareness of internet banking among the customers of ING
VYSYA bank.
Limitation of Study
Banks are not giving me all information about E-banking services.
ING Vysya Bank have a very few branches in Northern India
Customer are not aware about the ING Vysya Bank
ING Vysya Bank have very few ATM .
Research is only done in Agra city.
Chapter 7
Data analysis
1) Users of E-banking
Yes
65%
No
35%
70%
60%
50%
40%
30%
20%
10%
0%
Yes
No
SBI
30%
ICICI
20%
HDFC
10%
ING Vysya
5%
Other Banks
35%
35%
30%
25%
20%
15%
10%
5%
0%
SBI
ICICI
HDFCING Vysya
Other Banks
60%
No
40%
Chart Title
NO; 40%
YES; 60%
Majority of the customers are now opt online bill payment. i.e. 60% of the bank
customers are now using online bill payment.
Yes
70%
No
30%
Chart Title
80
70
60
50
40
30
20
10
0
YES
NO
Similarly, 70% of the customers are now using online shopping that saves the
precious time of the customers.
35%
No
65%
Chart Title
70
60
50
40
30
20
10
0
YES
NO
Only few customers are using the online fund transfer facility i.e. 35%
6) Satisfied Customers
Yes
65%
No
35%
Chart Title
NO; 35%
YES; 65%
Most of the customer are satisfied with the E-Banking as they save their time and
have found full security for their transaction online.
Chapter 8
Findings
1. In the users ratio of internet banking 65% of customers are using this
service.
2. In these services the SBI bank is top in service of E-banking.
3. The services that are mostly used by maximum customers are transactions,
online trading, bill payment, shopping etc.
4. The mode of transaction that a customer used more oftenly is through cash,
cheque & e-banking respectively.
5. Different banks charge different rates for online service.
Suggestions
1. Demonstration of E-Banking should be provided to the existing customers to
promote E-Banking.
2. Encourage customers that E-banking is totally safe if you take necessary
precautions like protect your password from others.
3. Provide discounts on shopping through E-Banking.
Chapter 9
Conclusion
Bibliography
Collection of information for the research is taken from the ING VYSYA Bank
website (www.ingvysyabank.com)
and other websites like :
www.google.com
www.economictimes.com
www.wikipedia.com
www.worldjute.com
ANNEXURE
A.
Questionnaire:-
Capital
120.99
119.97
1.88
2.99
2,501.41
2,207.97
30,194.25
25,865.30
Borrowings
4,146.91
3,671.39
2,048.53
2,012.62
39,013.97
33,880.24
2,183.78
2,329.59
337.64
697.46
Investments
11,020.67
10,472.92
Advances
23,602.14
18,507.19
Deposits
Total
Assets
Fixed Assets
502.83
495.93
Other Assets
1,356.91
1377.15
39,013.97
33,880.24
Total