1.1 Purpose of the study The main purpose of this study to get an overview of the internet banking sector in the Indian economy and study as to how it has helped change the banking habits of various individuals

1.2 Research Objectives of the study Objectives of a project tell us why project has been taken under study. It helps us to know more about the topic that is being undertaken and helps us to explore future prospects of the topic. Basically it tells what all have been studied while making the project. The various research objectives of the study are:

To study the internet banking facilities offered by the banks to

its customers

To study as to how much internet banking has penetrated in

the minds of the customers
3. 4.

To gain insights about functioning of internet banking. To explore the future prospects of internet banking. To study the benefits that are provided to the individual under


internet banking


1.3 Research Methodology

Research is a process through which we attempt to achieve systematically and with the support of data the answer to a question, the resolution of a problem, or a greater understanding of a phenomenon. This process, which is frequently called research methodology, has eight distinct characteristics: 1. 2. 3. 4. 5. 6. 7. 8. Research originates with a question or problem. Research requires a clear articulation of a goal. Research follows a specific plan of procedure. Research usually divides the principal problem into more Research is guided by the specific research problem, question, Research accepts certain critical assumptions. Research requires the collection and interpretation of data in Research is, by its nature, cyclical; or more exactly, helical.

manageable subproblems. or hypothesis.

attempting to resolve the problem that initiated the research.

Descriptive research is used in this project report in order to know about cash management services to clients and determining their level of satisfaction. This is the most popular type of research technique, generally used in survey research design and most useful in describing the characteristics of consumer behavior. The method used were following:


1 Research Design: There are three kinds of research designs namely. a Descriptive Research was initiated because it was generally a study which was carried out to describe the market characteristics of various airlines. 4 . The situation analysis is a background investigation.3.Conducting a situational analysis means analysing the company.3. 1. and of Indian Airlines in particular.2 MODE OF DATA COLLECTION  Primary Data: . • • • Exploratory Descriptive Causative In my project. 1.The sources of Primary data were questionnaires and personal interviews. It involves obtaining information about the company and its business environment by means of library. its competition and the industry in general. as well as the buying behaviour of travellers. research. Situation Analysis: . its market.  Questionnaire method Direct Interaction with the clients.

4. 1. The key assumption underlined this type of sampling is that. one can carefully and consciously choose the elements to be included in the sample. with sound judgement or expertise.3.1 Instruments for data collection: The research instruments used for this survey were structured questionnaires. The method opted for taking samples was `Non-probability sampling’.the sources of secondary data were internet. and an appropriate strategy. Secondary data: . 5 . as well as other restrictive parameters like cost. time etc.3.4 METHOD OF DATA COLLECTION 1.3. Our sampling decision should be in-coordination with the research and data objectives. books and newspaper articles.3 Sample design Doing research via sampling was important because of impossibility of finding all of a population. The questionnaires were designed to find the satisfaction levels of internet banking users.80 1. It was a `Purposive Non-probability sampling/ Judgement Sampling’ was used. Sample Size: . so that samples can be developed that are suitable for one’s needs.

. the questionnaire is by far the common instrument used to collect primary data.4. Richa Dabas. Since my objective was to derive out the maximum information out of the passengers without making the whole exercise boring and troublesome.2 Drafting of a Questionnaire: The formulation of the questionnaire.e. 1. has resulted in the formulation of the questionnaire through which responses were collected and analysed. Because of its flexibility. i.Questionnaire: A questionnaire consists of a set of questions prepared to respondents for their answers. Closed Ended as well as Open Ended questionnaire were used in my market research . I decided to keep majority of the questionnaire closeended. Questionnaire was prepared over a period of 5 days by intensive brainstorming. the structure and the disguise to be used in the questionnaire depends upon the kind of information that is desired. A copy of the questionnaire has been attached as an annexure to the project. 6 .3. Valuable advice regarding changes was given by my project guide. Ms.

I was compelled to squeeze in a lot of questions and club them up in a single question. 7 .In order to generate and sustain the interest of the respondents. the choice of their bank and the main areas of their transactions. the initial questions pertained to the gathering of simple information like the knowledge of inetrenet banking. I had to balance the twin objectives of gathering maximum information and at the same time retaining the interest of the customers. Since.

People were mostly unwilling to talk because of their heavy schedule or they get annoyed with the phone calls or even if they are asked about this face to face.1. 3. Fraud can take place in many ways like stolen of Password.3.5 LIMITATIONS The following are the limitations with this report 1. Some people think that transferring money is having a lot of risk and rather a waste of time so they don’t want to transfer their money in from their respective accounts 4. FRAUD The very common difficulty in online trading is Fraud which can be faced by any customer. People have more faith on the conventional banking system rather than the internet banking 2. 8 . RISKY PROFILE. BUSY SCHEDULE. online fund transfer to some other account. MORE FAITH ON THE CONVENTIONAL BANKING SYSTEM.

hacking etc. SLOW WEB INTERFACE Sometimes. And all the services which the banks provide them with their accounts. 5. Sometimes the network fails in middle of their transaction making them worried as to whether their transactions got completed of not. 9 . LACK OF KNOWLEDGE Customers who do transfers online face the problem of proper knowledge regarding the use of their accounts. customers have to face the problem of slow interface which is not satisfactory from the customer’s point of view. 6. So some strict guidelines or actions should be taken by RBI in order to stop this kind of fraud which prevails online.

10 .

is simply the use of electronic means to transfer funds directly from one account to another. You can use electronic funds transfer to: • Have your paycheck deposited directly into your bank or credit union checking account.ABOUT TH E TOPIC Electronic banking. such as your auto loan or your mortgage payment. credit or a personal check. day or night. at your convenience. also known as electronic funds transfer (EFT). using a check card rather than cash. 11 . • Withdraw money from your checking account from an ATM machine with a personal identification number (PIN). • Instruct your bank or credit union to automatically pay certain monthly bills from your account. rather than by cheque or cash. • Have the bank or credit union transfer funds each month from your checking account to your mutual fund account. gasoline and other purchases at the point-of- sale. • Buy groceries. • Have your government social security benefits check or your tax refund deposited directly into your checking account.

12 . spending. recordkeeping. along with basic financial analysis and decision making. saving. investing. integrating data and activities related to your income.• Use a smart card with a prepaid amount of money embedded in it for use instead of cash at a pay phone. • Use your computer and personal finance software to coordinate your total personal financial management process. or on college campuses at the library's photocopy machine or bookstores. bill-paying and taxes. expressway road toll.

13 .

identifying the type of customer banking request received. For instance. 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. 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. receiving the request at the host computer. 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. directing the request either to a queue for handling by a customer 14 . automatic logging of the service request. and pay bills electronically. you may use your computer to view your account balance. and. transmitting the banking requests to a host computer over a network. 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. request transfers between accounts. depending upon the attribute.VARIOUS FORMS OF E-BANKING: INTERNET BANKING: Internet Banking lets you handle many banking transactions via your personal computer. 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 customer identifies him or herself by inserting a plastic card with a magnetic stripe or a plastic smartcard with a chip. An automated teller machine or automatic teller machine (ATM) is an electronic computerized telecommunications device that allows a financial institution's customers to directly use a secure method of communication to access their bank accounts.service representative or to a queue for processing by an automated system. Also called money machine. transfer money between their bank accounts. If the number is entered incorrectly several times in a row (usually three attempts per card insertion). cash machine. AUTOMATED TELLER MACHINES (ATM): An unattended electronic machine in a public place. top up their mobile phones' pre-paid accounts or even buy postage stamps. that contains his or her account number. The customer then verifies their identity by entering a passcode. Many ATMs also allow people to deposit cash or cheques. connected to a data system and related equipment and activated by a bank customer to obtain cash withdrawals and other banking services. Upon successful entry of the PIN. On most modern ATMs. the customer may perform a transaction. order or make cash withdrawals (or cash advances using a credit card) and check their account balances without the need for a human bank teller (or cashier in the UK). Also called automatic teller machine. some ATMs will attempt retain the card as a security precaution to prevent an unauthorised user 15 . often referred to as a PIN (Personal Identification Number) of four or more digits.

16 . entire banking can be done through Interactive Voice Response (IVR) system. By dialing the given Telebanking number through a landline or a mobile from anywhere. e-mail or ordinary mail. The system is bi-lingual and has following facilities offered • • • • Automatic balance voice out for the default account. 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 Telebanking services. the customer can access his account and by following the user-friendly menu. Captured cards are often destroyed if the ATM owner is not the card issuing bank. customer call will hardly fail.000 ATM’s.from discovering the PIN by guesswork. as noncustomer's identities cannot be reliably confirmed. With sufficient numbers of hunting lines made available. Balance inquiry and transaction inquiry in all Inquiry of all term deposit account Statement of account by Fax. The Indian market today has approximately more than 17.

SMART CARD: A smart card usually contains an embedded 8-bit microprocessor (a kind of computer chip). The microprocessor is under a contact pad on one side of the card. The chips in these cards are capable of many kinds of transactions. a person could make purchases from their credit account. The enhanced memory and processing capacity of the smart card is many times that of traditional magnetic-stripe cards and can accommodate several different applications on a single card. which means no more shuffling 17 . debit account or from a stored account value that's reload able. The microprocessor enforces access to the data on the card.• • • Cheque book request Stop payment which is on-line and instantaneous Transfer of funds with CBS which is automatic and instantaneous • • • Utility Bill Payments Renewal of term deposit which is automatic and instantaneous Voice out of last five transactions. Think of the microprocessor as replacing the usual magnetic stripe present on a credit card or debit card. For example. The host computer and card reader actually "talk" to the microprocessor. It can also hold identification information. The microprocessor on the smart card is there for security.

Even though smart cards have been around in their modern form for at least a decade.through cards in the wallet to find the right one -. Debit cards are different from credit cards.the Smart Card will be the only one needed." When you use a debit card. DEBIT CARD: Debit cards are also known as check cards. retail stores. gasoline stations. your money is quickly deducted from your checking or savings account. including grocery stores.S. and restaurants. Every German citizen has a smart card for health insurance. Smart cards are much more popular in Europe than in the U. They offer an alternative to carrying a checkbook or cash. Smart cards can also be used with a smart card reader attachment to a personal computer to authenticate a user." a debit card is a way to "pay now. While a credit card is a way to "pay later. In Europe the health insurance and banking industries use smart cards extensively. Debit cards look like credit cards or ATM (automated teller machine) cards. Debit cards are accepted at many locations. 18 . but operate like cash or a personal check. You can use your card anywhere merchants display your card's brand name or logo. they are just starting to take off in the U.S.

E-CHEQUE: • • • An e-Cheque is the electronic version or representation of The Information and Legal Framework on the E-Cheque is the It can now be used in place of paper cheques to do any and all paper cheque. same as that of the paper cheque’s. The paying bank validates the e-Cheque and then "charges" the check writer's account for the check 19 . The payee "deposits" the Electronic Cheque receives credit. and the payee's bank "clears" the e-Cheque to the paying bank. the cheque writer "writes" the e-Cheque using one of many types of electronic devices and "gives" the e-Cheque to the payee electronically. remote transactions. • An E-cheque work the same way a cheque does.

OTHER FORMS OF ELECTRONIC BANKING • • • • Direct Deposit Electronic Bill Payment Electronic Check Conversion Cash Value Stored. 20 . Etc.

because there are no geographic boundaries with the Internet. 21 . A person can print of information.BENEFITS/CONCERNS OF E-BANKING BENEFITS OF E-BANKING For Banks: Price. Customer Service and Satisfaction. Customer Base.The Internet allows banks to reach a whole new market. Plus. The Internet provides the bank with an almost paper less system.In the long run a bank can save on money by not paying for tellers or for managing branches.Banking on the Internet not only allow the customer to have a full range of services available to them but it also allows them some services not offered at any of the branches. Efficiency. forms.Banks can become more efficient than they already are by providing Internet access for their customers. The Internet also provides a level playing field for small banks who want to add to their customer base. and applications via the Internet and be able to search for information efficiently instead of waiting in line and asking a teller.and a well off one too. With more better and faster options a bank will surly be able to create better customer relations and satisfaction. it's cheaper to make transactions over the Internet. The person does not have to go to a branch where that service may or may not be offer.

For Customers: Bill Pay: Bill Pay is a service offered through Internet banking that allows the customer to set up bill payments to just about anyone. Check Currency Rates.Image. At many banks the customer doesn't have to maintain a required minimum balance. Check Stock Market Information. A person may not want to use Internet banking but having the service available gives a person the feeling that their bank is on the cutting image. 22 . Transfer Money. The best benefit is that Internet banking is free. See which checks are cleared. View Transaction History and avoid going to an actual bank.A bank seems more state of the art to a customer if they offer Internet access. Besides the Customers can.banking gives customer the control over nearly every aspect of managing his bank accounts. Customer can select the person or company whom he wants to make a payment and Bill Pay will withdraw the money from his account and send the payee a paper check or an electronic payment Other Important Facilities: E. The second big benefit is better interest rates for the customer. Check Balances. Buy and Sell Securities.

Banks have to make sure that the customers receive assistance quickly if they need help.While Internet banking does not have national or state boundaries. Other challenges: lack of knowledge from customers end. There are always question whether or not something took place. the law does. creating a monopoly. Security: customer always worries about their protection and security or accuracy. etc 23 . Any major problems or disastrous can destroy the banks reputation quickly an easily. Customer support . Companies will have to make sure that they have software in place software market. Laws .CONCERNS WITH E-BANKING As with any new technology new problems are faced. sit changes by the banks.banks will have to create a whole new customer relations department to help customers. By showing the customer that the Internet is reliable you are able to get the customer to trust online banking more and more.

The trend towards electronic delivery of banking products and services is occurring partly as a result of consumer demand and partly because of the increasing competitive environment in the global banking industry. they entered the ecommerce market as providers/distributors of their own products and services. very few banks have been successful in 24 of a non-financial services centric electronic . services and advice through Internet. New banking intermediaries offering entirely new types of banking services have emerged as a result of innovative e-business models. Some banks have chosen a route of establishing a direct web presence while others have opted for either being an owner of financial services centric electronic marketplace or being participants marketplace. new competition from pure online banks has put the profitability of even established brick and mortar banks under pressure. Moreover. due to advances in Internet security and the advent of relevant protocols. However. More recently. Initially. for the banks in US and in the European countries. Then.e.. products. The dynamic and flexible nature of this communication channel as well as its ubiquitous reach has helped in leveraging a variety of banking activities. banks have discovered that they can play their primary role as financial intermediators and facilitators of complete commercial transactions via electronic networks especially through the Internet. The Internet has emerged as one of the major distribution channels of banking products and services.E-BANKING GLOBAL PERSPECTIVE The advent of Internet has initiated an electronic revolution in the global banking sector. banks promoted their core capabilities i. The Internet has changed the customers' behaviors who are demanding more customized products/services at a lower price.

• E-banking Transactions: It discusses how Internet has radically transformed banking transactions. promoting price discovery and spend aggregation and increasing the reach. 25 . helping banks to achieve new levels of efficiency in financial transactions by strengthening customer relationship. The section focuses on cross border transactions. Electronic finance offered considerable opportunities for banks to expand their client base and rationalize their business while the customers received value in the form of savings in time and money. and issues related to E-banking in Asia with a focus on India. US and Europe. prospects. It also deals with the impact of E-banking on the banking industry structure. For traditional banks to define what niche markets to serve and decide what products/services to offer there is a need for a clear and concise Internet commerce strategy. In spite of all the hype. B2B transactions.developing effective strategies for fully exploiting the opportunities offered by the Internet. Banking transactions had already started taking place through the Internet way back in 1995. It also brings guidance for those banks. • E-banking Strategies: It reveals the key strategies that banks must implement to derive maximum value through the online channel. The Internet promised an ideal platform for commercial exchange. electronic bill payment and presentment and mobile payments. which are planning to build online businesses. Global E-banking industry is covered by the following four sections: • E-banking Scenario: It discusses the actual state. Ebanking has been a non-starter in several countries.

26 .• E-banking Trends: It discuses the innovation of new technologies in banks.

Around one fifth of Finish and Swedish bank customers are banking online. banks in the developing countries use the Internet as an information delivery tool to improve relationship with customers. may be offered in an equivalent quantity with lower costs to the more potential customers. While the banks in developed countries are working primarily via Internet as non-branch banks.e. This means that banks may enlarge their market without opening new branches. to deliver banking products and services. to market information. approximately 60 percent of E-business in UK was concentrated in the financial services sector. Most of them are using the Internet as a new distribution channel.E-BANKING SCENARIO: The banking industry is expected to be a leading player in Ebusiness. and to improve customer relationship. the share of the financial services will further increase. with the use of Internet. The banks in US are using the Web to reach opportunities in three different categories i. Banks have established an Internet presence with various objectives. in spite of several countries being well connected via Internet. the major factor restricting growth of E-banking is security. Majority of the banks in Asia are just offering basic services 27 . In Asia. Financial services. according to UNCTAD. online banking is growing at an annual rate of 60 percent and the number of online accounts has approximately reached 15 million by 2006. while in US. There may be contacts from each corner of the world at any time of day or night. Access to high-quality E-banking products is an issue as well. In early 2001.. and with the expected 10-fold increase of the British E-business market by 2005.

large banks appeared to have a clear advantage over small banks in the range of services they offered. distribution and advice. In 2001. E-banking offered entry and expansion opportunities that small banks traditionally lacked. and the ability to advertise heavily. In Europe. Though E-banking in Europe is still in the evolutionary stage. This reconfiguration is being further driven by the Internet. Bill payment was the most popular feature. However. it is very clear that it is having a significant impact on traditional 28 . Apart from affecting the way customers received banking services. The economics of E-banking was expected to favor large banks because of economies of scale and scope. E-banking seems to have a future in Asia. cited by 40 percent of respondents of the survey. over 50 percent of the banks in the US were offering Ebanking services. However.compared with those of developed countries. It is considered that E-banking will succeed if the basic features. Some banks in US were targeting their Internet strategies towards business customers. Moreover. due to the combined impact of: • • • The emergence of new and more focused business models New technological capabilities that reduces the banking High degree of uncertainty over the impact that new entrants relationship and transaction costs. E-banking was expected to influence the banking industry structure. are handled well. the Internet is accelerating the reconfiguration of the banking industry into three separate businesses: production. especially bill payment. will have on current business models. Still. providing this service would be difficult for banks in Asia because it requires a high level of security and involves arranging transactions with a variety of players.

medium-sized banks and start-ups have an important role to play on the E-banking front if they can take concrete measures quickly and effectively. Unlike in the US. though large banks in the Europe have a competitive edge due to their ability to invest heavily in new technologies. they are still not ready to embrace E-banking. 29 . Hence.banking activities.

E-BANKING STRATEGIES: E-banking offers vast opportunities. banks must recognize the seriousness of the challenge ahead and develop a strategy that will enable them to leverage the opportunities presented by the Internet. Just enrolling customers for online banking may not be sufficient until and unless they use the site actively. they are not getting customers in large numbers. Not many banks have been as e-business-savvy. Then only they will be able to derive 30 . According to a study. they must constantly re-evaluate their strategy. Early e-business adopter like Wells Fargo not only entered the Ebanking industry first but also showed flexibility to change as the market developed. But the pressure is now building for all banks to develop sound ebusiness strategies that will attract and retain increasingly discriminating customers. The major problem with the banks. yet even less than one in three banks have an E-banking strategy in place. less than 15 percent of banks with transactional websites will realize profits directly attributable to those sites. Hence. is that their online offerings remain unprofitable. Though banks have enrolled some existing customers in their online programs. In the fast-paced eeconomy. No single E-banking strategy is right for every banking company. But whether they adopt an offensive or a defensive posture. banks have to keep up with the constantly evolving business models and technology innovations of the Internet space. Banks must make efforts to increase their site usage by customers and effectively co-ordinate the online channel with branches and call centers. which have already invested huge amounts in their online initiatives. This has made banks wonder whether there is any value in the online channel.

Developing advanced features that appeal to a relatively small numbers of customers. creates far less value than strengthening core capabilities and getting customers to use them. and avoiding advanced features that most customers neither understand nor value. Integrated channels working together are far more effective than a group of channels working without any coordination. and the relationship manager. banks must formulate paths that people in various customer segments are likely to take among the channels. An actively used online channel should also serve as a medium to sell banking services for the branch staff.maximum value that includes cost reduction. This is important because nearly all the value of the online channel is realized offline _ in cross sales completed in other channels and in cost reductions. Banks must make efforts to familiarize customers with their sites and show them how easy and efficient the online channel is to use. Integrating the online channel with the rest of the bank is another important issue that banks must focus upon. concerns about security and frequent complaints that signing up is complicated and time-consuming. cross-selling opportunities. The interactions in each channel can then be worked around these paths. Banks can solve these problems by refocusing investment on improving the site's basic functionality and userfriendliness. Some of these reasons include usability features of the site. Each channel must have entry and exit points that must welcome customers and then 31 . the call center. and which channel(s) the customer is likely to visit next. To facilitate this integration. a call center representative must work out which channel(s) the customer used before coming to her. and higher customer retention. For example. Customers have some rational reasons for staying offline.

a new challenge in the form of mobile banking has emerged. On the other hand. make investments and have to develop a variety of partnerships.banking business may not fructify. Hence. if they do not offer sufficient price incentives for customers to bank online. disintermediation 32 . With the proliferation of new technologies. Moreover. requires a major revision of incentive systems. Traditional banks that are conservative in nature may find it difficult to attract and retain online talent. However. While most of the banks have started focusing on E-banking activities. Banks have to be creative in rethinking organizational structures and management processes. they risk the profitability of their traditional business.send to other channels. They have to put their time and efforts to identify the best opportunities. Rapidly changing lifestyles of customers and their demand for more speed and convenience has subdued the role of branch banking to a certain extent. In the case of traditional banks. and management roles. use their imagination. getting people in the traditional business to help build an e-enterprise would not be an easy task. To make all this happen. those banks that are planning to build their online businesses will have to understand several strategic issues like do they have the right business model for E-banking? How should they price their E-banking products and services? Bankers planning to move into E-banking have to explore different options. the overall goal of banks is to create a seamless multichannel experience. Banks can exploit the opportunities provided by the Internet if they demonstrate courage. if they are too aggressive in using price incentives to build their e-business. M-Banking is both an additional opportunity for banks to offer their online services and an additional channel from which to access new customers and cross-sell to existing customers. planning and budgeting processes. and take decisive action. their efforts to build a sound e.

of traditional channels is being witnessed. customers and thus increase customer loyalty. M-Banking gives banks the opportunity to significantly expand their customer relationships provided they position themselves effectively. they must form structured alliances with service affiliates. They can successfully leverage m-banking to: • • Provide personalized products and services to specific Exploit additional sources of revenue from subscriptions. processing and deploying customer information 33 . and acquire competitive advantage in collecting. To leverage these opportunities. Banks can go beyond their traditional role as a channel for banking/financial services and can become providers of personalized information. transactions and third-party referrals.

In the past. and even check credit card balance. 27 cents. The WAP interface is much faster and convenient than the Internet. Several studies found that the estimated transaction cost through mobile phone is16 cents.E-BANKING TRANSACTIONS: The introduction of new technologies has radically transformed banking transactions.000 banks in the world now have transactional websites and the growth of online 34 . This helped the banks cut down on the number of tellers and focus on managing money. make bill payments. Online banking allowed customers to do financial transactions from their PCs at home via Internet. allowing customers to see account details. Now people no longer have to be tied to a desktop PC to do their banking.27. reducing the need for ATMs. transaction details. The Internet then brought another venue with which customers could do banking. practically anytime and anywhere. More than 2. with the emergence of Wireless Application Protocol (WAP) technology. deposits and withdrawals. an ATM. banks can use the infrastructure and applications developed for the Internet and move it to mobile phones. $1. a bank branch. a fully computerized bank using its own software is 26 cents. The cost of the average payment transaction on the Internet is minimum. and on the Internet it costs just 13 cents. a telephone bank is 54 cents. Banks had to employ several tellers to physically make all those transactions. Now. As a result. customers had to come physically into the bank branch to do banking transactions including transfers. Automatic Teller Machines (ATMs) were then introduced which allowed people to do their banking on their own. the use of the Internet for commercial transactions started to gain momentum in 1995.

In the B2B segment.) and scalable enough to allow for a stable service regardless of the workload. digital money etc. SET) because there is tremendous potential for profit. Offering online bill payment and aggregation will increase the competitiveness and attractiveness of E-banking services and will allow banks to generate service-fee income from the billers.lending solutions is making them more cost efficient. There is a need for automated payment systems to reduce cost and human error. Banks are increasingly building payment infrastructure with various security mechanisms (SSL. B2B e-commerce is expected to grow from $406 bn in 2000 to $2. the customer value proposition for online bill payment is more compelling. To meet this need. a group of banks and non-financial institutions led by Citibank and Wells Fargo have formed 35 a company called . The market for Electronic Bill Presentment and Payment (EBPP) is growing. However.7 tn by 2004. debit cards. As more number of bill payers are getting online. and more than half of all transactions will be routed through online B2B marketplaces. Recent developments are now encouraging banks to target small businesses as a separate lending category online. as more and more payments will pass through the Internet. Established banks can emerge as key online integrators of customer bills and can capitalize on this high potential market. the challenge for banks is to offer a payments back-bone system that will be open enough to support multiple payment instruments (credit cards. e-checks. 18 million households in the US are expected to pay their bills online by 2003 compared to 2 million households in 2001. Growing with the popularity of EBPP is also the paying of multiple bills at a single site known as bill aggregation. According to a study. direct debit to accounts. and enhance cash-flow management. several banks are making efforts to find ways to meet the growing needs of EBPP.

payables/receivables data flows. 36 .FinancialSettlementsMatrix (FSMx). the marketplace must be capable of providing the payments processing. This new form of collaboration between partners with complementary core competencies may prove to be an effective business model for e-business. The web-based B2B ecommerce offers tremendous opportunities for banks. treasury management services. payment technology vendors and e-commerce companies to form strategic alliances. invoicing and other services that participating financial services firms offer. and credit solutions to complete the full cycle of a commercial transaction on the Internet. leaving the financial aspects of transactions to be handled through traditional non-Internet channels. Hence. A B2B marketplace would provide minimum value to its customers if it just matches buyers and sellers. It provides business buyers and sellers with access to secure payment processing.

E-BANKING TREND: Internet banking is gaining ground. Even so. Korea. Unfortunately. Singapore. Banks increasingly operate websites through which customers are able not only to inquire about account balances and interest and exchange rates but also to conduct a range of transactions. and differences in definitions make cross-country comparisons difficult. and Switzerland. with up to one-third of bank customers in Finland and Sweden taking advantage of E-banking. where more than 75 percent of all banks offer such services (see chart). the Scandinavian countries. The Scandinavian countries have the largest number of Internet users. 37 . Spain. one finds that Internet banking is particularly widespread in Austria. data on Internet banking are scarce.

almost double the number in the third quarter of 1999.S. through electronic distribution channels.In the United States. 44 percent of national banks maintained transactional websites. While most U. or only. most banks have combined the new electronic delivery channels with traditional brick and mortar branches ("brick and click" banks). only about 6 percent of them use these services. Asia has 2. These "virtual" or Internet-only banks do not have a branch network but might have a physical presence. an administrative office or nonbranch facilities like kiosks or automatic teller machines. The larger banks tend to offer a wider array of electronic banking services. These banks account for over 90 percent of national banking system assets. Internet banking is still concentrated in the largest banks. To date. for example. In mid-2001. The United States has about 30 virtual banks. but a small number have emerged that offer their products and services predominantly. including loan applications and brokerage services. and the European Union has several—either as separately licensed entities or as subsidiaries or branches of brick and mortar banks. consumers have accounts with banks that offer Internet services. launched in 2000 and 2001. 38 .

Competition and changes in technology and lifestyle in the last five years have changed the face of banking. as competition increases from private banks and non banking financial institutions. The Reserve Bank of India has also set up a "Working Group on Ebanking to examine different aspects of E-banking. The issue here is – 'Where does India stand in the scheme of Ebanking. (1) Technology and Security issues (2) Legal issues and (3) Regulatory and Supervisory 39 .Indian E-banking is still nascent. The impact of E. the outlook for the Indian industry remains optimistic.e.Banking in India is not yet apparent. Despite the global economic challenges facing the IT software and services sector. The changes that have taken place impose on banks tough standards of competition and compliance. Many global research companies believe that Ebanking adoption in India in the near future would be slow compared to other major Asian countries.THE INDIAN EXPERIENCE India is still in the early stages of E-banking growth and development. although it is fast becoming a strategic necessity for most commercial banks. The group focused on three major areas of E-banking i.' E-banking is likely to bring a host of opportunities as well as unprecedented risks to the fundamental nature of banking in India.

The importance of the impact of technology and information security cannot be doubted. The second is the security of the environment in which the Internet banking server and customer information database reside. The security issue can be addressed at three levels. In India. Third. the asymmetric crypto system and hash function) as a means of authenticating electronic record. Any other method used by banks for authentication should be recognized as a source of legal risk. From a legal perspective. the rapid growth of the Internet has introduced a completely new level of security related problems.issues. However. the Information Technology Act. Technological developments have been one of the key drivers of the global economy and represent an instrument that if exploited well can boost the efficiency and competitivity of the banking sector. 2000. security procedure adopted by banks for authenticating users needs to be recognized by law as a substitute for signature. security measures must be in place to prevent unauthorized users from attempting to long into the online banking section of the website.. 40 .. The first is the security of customer information as it is sent from the customer's PC to the Web server. in section 3(2) provides for a particular technology (viz. there will always be people who want to use it to make illicit gains. The problem here is that since the Internet is not a regulated technology and it is readily accessible to millions of people. RBI has accepted the guidelines of the group and they provide a good insight into the security requirements of E-banking.

many politicians continue to insist that the Net must remain tax-free to ensure continued growth. Lack of consumer protection laws is another issue that needs to be tackled. and that collecting sales taxes on Net commerce could restrict its expansion. While e-commerce has been causing loss of tax revenues to the Government. if people have to feel more comfortable about transacting online. the nature of risks in the international financial system has changed. only such banks which are licensed and supervised and have a physical presence in India will be permitted to offer E-banking products to residents of India. Though the Indian Government has announced cyber laws. online sellers get a price advantage over brick and mortar companies. The explosive growth of e-commerce has led many executives to question how their companies can properly administer taxes on Internet sales. The Regulators themselves who will now be paying much more attention to the qualitative aspects of risk management have recognized this. international tax rules that are neutral. A permanent ban on custom duties on electronic transmissions. and feel they are insufficient for the growth of E-commerce. most corporate are not clear about them. Without sales tax. With institutions becoming more and more global and complex.Regarding the regulatory and supervisory issues. Taxation of E-commerce transaction has been one of the most debated issues that are yet to be resolved by India and most other countries. simple and certain and 41 .

The Central Board of Direct Taxes.owned banks. Also RBI is about to become the first Government owned digital signature Certifying Authority (CA) in India.simplification of state and local sales taxes. The four forces-customers. 42 . recommended that e-commerce transaction should be taxed just like traditional commerce. Thus efficiency. The move is expected to initiate the electronic transaction process in the banking sector and will have far-reaching results in terms of cost and speed of transactions between government. convergence and globalization have the most important effect on the Indian financial sector and these changes are forcing banks to redefine their business models and integrate technology into all aspect of operation. growth and the need to satisfy a growing techsurvey consumer base are three clear rationales for implementing Ebanking in India. which submitted its report in September 2001. technology.

This created white-collar employment for educated persons by leaps and bounds. bills and multiple of such other functions. It is always four. ink and paper". 43 . Should we need an educated worker to compute this task again and again? A business needed human agents to attend to production.ISSUES & EVENTS In the Eighteenth and Nineteenth Centuries the Industrial revolution brought profound changes in the life style of man. The Industrial Revolution on account of mass production of goods and services brought large commercial and business organizations. repetitive clerical tasks. and duplicating data/information from one source to another. But more and more people were employed for performing low level tasks. marketing. multiplying. finance etc. invoices. dividing numbers. Two plus two is four. relating to record keeping. The tools employed are "a pen. attending/answering correspondence. Many activities that were hitherto performed by man employing his hands and his finger skill came to be carried at great speed and efficiency by machines.COMPUTERISATION OF BANKS INDIA . preparing vouchers. the knowledge of arithmetic tables. Clerical task is defined as a routine and repetitive performance involving. depicting high-level tasks. the basic knowledge of a language and minimum acquaintance with rules & procedures of the organisation that are followed day in day out and relevant to the job of the particular employee. transcending national boundaries that employed several thousands of persons for performing routine. adding. subtracting. Man continued to carry out only those functions that needed his thinking process to be involved. maintaining accounts.

year 1996-97. The advent of mechanical calculating devices and later electronic computing in the West heralded a new age. This 44 . but on other days his work leaves him nothing to rejoice. The Government of India and the States including government owned bodies employed as many as 100 lakh junior employees at the clerical and subordinate level. and aggressively utilise the bargaining power without reference to the input benefit the organization is deriving from them and the productivity they are providing.e.e. As years passes the clerical employment results in the individual losing efficiency and productivity to progressively depict a trend of progress in reverse. which employed merely 3000 workers in the Fifties (around the time I entered its service in 1957).However as time went on the internal chorus of record keeping multiplied geometrically as commerce and industry grew in size and volume. In this world of human beings necessity is the mother of inventions. The civil services of the Government and service-based organizations came in the fore-front to inherit this overload of white-collar employment. Such employees by virtue of their strength of numbers organise themselves into powerful trade unions. To quote a concrete example a major nationalised bank in India. He turns back and diverts his loyalty to an informal group i. came to engage over 70. He feels happy once in a month on pay day. the trade union.when I retired from service from that bank. This makes him dull and feel the work monotonous without job satisfaction.000 employees towards the end of the century. i. that dispensed with this white collar and white-elephant employment progressively. After 15 years of educational studies. an individual should not be employed for routine repetitive tasks. There are neither opportunities nor challenges to bring in his innovative or creative genius.

36.56 Lakhs.latest). but these Banks will have no need of 75 percent (today 25 percent of the work force is subordinate staff.150 Lakhs.30 to 40 Lakh Crores.the statistics of two banking institutions in India.000 Crores (Deposit 25000 + Advances 11000 Crores . though it is partially computerised starting from the year 1993. ICICI is a new age high-tech and fully computerised bank. 50 percent is clerical staff and 25 percent is the officers) of the existing workforce by 2010. The bank started functioning from the year 1997 and has gained the No. It will be interesting to know that CMD of ICICI Bank draws annual emoluments of Rs. but the advent of this evolution in India is only now taking place. The per employee turnover for ICICI bank is Rs.3 Lakh workers. If we project the future in respect of State owned banks.4 to 5 Lacs.23000 Crores (Deposits 16 + Advances 7 thousand Crores).2 position in status in India after SBI in volume of business turnover within 5 years of its operation. ICICI bank has at present less than 1000 branches and around 10000 employees. It has a turnover of Rs. that was until recently employing 2.1. computerisation is destined to bring about rapid changes. for a turn over of Rs. The gap accounts for the difference between manual operations and high-tech banking. that for SBI is Rs. which employ presently nearly 10 Lakh employees.3 Crores.2.evolved in the west three decades before. while CMD of SBI around Rs. Only in very few hinterland rural pockets there may be a possibility of a need of the 45 . By about the year 2010 the present turnover of commercial banks in India may double or even treble to around Rs. while SBI retained its manual operations in totality up to 1993 and maintained the work force of that time up to 2001. These are the State Bank of India. the largest and the next large in size can be fruitfully compared. To quote again a concrete example.

It is easier to enforce security of information and accountability of performers in a manual system. India is no less potentially exposed to this risk. where banking will be more tech based and less people based. CHALLENGES FACED IN COMPUTERISATION Computerisation is expensive and needs huge investment in hardware and software and subsequent maintenance. whose use would enable a rival organization to throw a challenge.180 Crores to enable investors and brokers across the country to trade securities online. Indian banking has accepted computerisation since 1993. improves customer care and customer-service tremendously and reduces substantially scope for corruption or extending undue favour to particular constituents and uneven service to others. more out of sheer compulsion and necessity to cope up increasing overload and incompatibility of the manual system to sustain further growth. The objective of the recently administered VRS is to prepare for this reality of the first decade of the New Millennium. The National Stock Exchange. New and better products are emerging in the market. It has to provide for electronic data to be accepted legally as evidence and in contracts. 46 . But it needs elaborate steps to incorporate these features in the electronic system. Computer crimes are committed widely in the West. Computerisation brings transparency.1 user in computerised service has spent Rs. India's No.present structure of workforce. The structure of legal system is so far based on manual record keeping. The rate of obsolescence in respect of both hardware and software is considerable. when turnover under Internet banking increases.

In the Private Sector the first major venture was TCS (Tata Consultancy Services) which started functioning from 1968. instrumentation. Main Frames were extensively used both by the Public Institutions and Major Private Organizations. was set up in 1967 with the objective of research & development in the fields of Electronic Communication. when IBM left India. ROLE OF RBI IN COMPUTERISATION OF BANKS IN INDIA Computerization became popular in the western countries right from the Sixties. In the 47 .) was established in 1976 to look after maintenance operations of Main Frame Computers installed in several organisations in India. automation and Information Technology.The following pages you are presented a series of articles discussing the various facets of this momentous event and its far-reaching effects anticipated to unfold in the coming decade. Indian Railways first accepted computerisation for operational efficiency. This enabled the use of personal computers extensively in offices & commercial organizations for processing different kinds of data. due to the directive of the then Central Government. followed by introduction of several software products in high level language and simultaneous advancement in networking technology. to serve the gap. The Electronics Corporation of India Ltd. Control. CMC Ltd (Computer Maintenance Corporation of India Ltd. Computerisation was restricted to major scientific research organizations and Technical Institutes and defence organizations. However in India organised Trade Unions were against introduction of computers in Public Offices. In the Seventies Mini Computer became popular and Personal Computers in early Eighties.

Government owned banks in general found the "house-keeping" unmanageable. This acted as a overload on the growing banking operations. the Employees' Unions of Banks signed an agreement with Bank Managements under the auspices of Indian Banks' Association (IBA). 48 .year 1980 a few batch-mates of IIT Delhi pioneered the effort to start a major education centre in India to impart training in Information Technology and their efforts resulted in the setting up of NIIT in 1981. and settled there. We have today the paradox of India being one of the major powers possessing diverse talents in fields of software development. The booming hardware and software industry in the West attracted Indian students and many of them migrated for better opportunities to the U. This agreement was a major break through in the introduction of computerised applications and development of communication networks in Banks. a saturation point. Rapid development of business and industry brought manual operations of data.A. when several Engineering Colleges and Technical Institutes introducing Post Graduate Degree courses in Computer Engineering. we are still a decade back to the using computerised service extensively in the country and bringing the facility to the realms of the common man. Low productivity pushed cost of wages high and employees realised that unless they agreed for computerisation further improvement in their wage structure was not possible. Several heads of accounts in particular inter-bank clearing and inter-branch reconciliation of accounts went totally out of control. In the year 1993.S. but at the same time. computer education became popular in India and coveted by bright students. Aptech Computer Education was established in 1986 following the experiment of NIIT. Before large scale computerisation.

regional / controlling offices and Head Office necessitated by the explosive growth in the geographical spread of banking following nationalization of banks in 1969. The Reserve Bank too had embarked upon an ambitious program to bring about state-of-the-art technology in the clearing process and had introduced MICR clearing at 4 centres and computerized clearing settlement at 9 centres. Mechanisation was seen as the best solution to the "problems inherent in the manual system of operations. In the first phase of computerisation spanning the five years ending 1989.The first initiatives in the area of bank computerisation. stemmed out of the landmark report of the two committees headed by the former Governor of the Reserve Bank of India and currently Governor of Andhra Pradesh. Against this backdrop. Dr. five-fold increase in advances and a six-fold increase in deposits'. viz. In the 'seventies. banks in India had installed 4776 ALPMs at the branch level. however. The first of these Committees. there was a four-fold increase in the number of branches. the Committee on the Mechanization of the Banking Industry (1984) was set up for the first time to suggest a model for mechanisation of bank branches.Rangarajan. His Excellency.Rangarajan's Chairmanship to draw 49 . their adverse impact on customer services and the grave dangers to banks in the context of increasing incidence of frauds. 233 mini computers at the Regional/Controlling office levels and trained over 2000 programmers/systems personnel and over 12000 Data Entry Terminal Operators.C. Both the reports had strongly recommended computerisation of banking operations at various levels and suggested appropriate architecture. the Committee on Computerisation in Banks was set up once again under Dr.

up a perspective plan for computerisation in banks. In its report submitted in 1989, the Committee acknowledged the gains of the initial efforts and sought to move away from the stand-alone dedicated systems to an on-line transaction processing environment in branch banking. It recommended that the thrust of bank computerisation for the following 5 years should be to fully computerise the operations at both the front and back offices of large branches then numbering around 2500.


Electronic banking is the wave of the future. It provides enormous benefits to consumers in terms of the ease and cost of transactions. But it also poses new challenges for country authorities in regulating and supervising the financial system and in designing and implementing macroeconomic policy. Electronic banking has been around for some time in the form of automatic teller machines and telephone transactions. More recently, it has been transformed by the Internet, a new delivery channel for banking services that benefits both customers and banks. Access is fast, convenient, and available around the clock, whatever the customer's location (see illustration above). Plus, banks can provide services more efficiently and at substantially lower costs. For example, a typical customer transaction costing about $1 in a traditional "brick and mortar" bank branch or $0.60 through a phone call costs only about $0.02 online. Electronic banking also makes it easier for customers to compare banks' services and products, can increase competition among banks, and allows banks to penetrate new markets and thus expand

their geographical reach. Some even see electronic banking as an opportunity for countries with underdeveloped financial systems to leapfrog developmental stages. Customers in such countries can access services more easily from banks abroad and through wireless communication systems, which are developing more rapidly than traditional "wired" communication networks. The flip side of this technological boom is that electronic banking is not only susceptible to, but may exacerbate, some of the same risks —particularly governance, legal, operational, and reputational— inherent in traditional banking. In addition, it poses new challenges. In response, many national regulators have already modified their regulations to achieve their main objectives: ensuring the safety and soundness of the domestic banking system, promoting market discipline, and protecting customer rights and the public trust in the banking system. Policymakers are also becoming increasingly aware of the greater potential impact of macroeconomic policy on capital movements.

NEW CHALLENGES FOR REGULATORS This changing financial landscape brings with it new challenges for bank management and regulatory and supervisory authorities. The major ones stem from increased cross-border transactions resulting from drastically lower transaction costs and the greater ease of banking activities, and from the reliance on technology to provide banking services with the necessary security.

Regulatory Risk: Because the Internet allows services to be provided from anywhere in the world, there is a danger that banks will try to avoid regulation and supervision. What can regulators do? They can require even banks that provide their services from a

remote location through the Internet to be licensed. Licensing would be particularly appropriate where supervision is weak and cooperation between a virtual bank and the home supervisor is not adequate. Licensing is the norm, for example, in the United States and most of the countries of the European Union. A virtual bank licensed outside these jurisdictions that wishes to offer electronic banking services and take deposits in these countries must first establish a licensed branch. Determining when a bank's electronic services trigger the need for a license can be difficult, but indicators showing where banking services originate and where they are provided can help. For example, a virtual bank licensed in country X is not seen as taking deposits in country Y if customers make their deposits by posting checks to an address in country X. If a customer makes a deposit at an automatic teller machine in country Y, however, that transaction would most likely be considered deposit taking in country Y. Regulators need to establish guidelines to clarify the gray areas between these two cases.

Legal Risk: Electronic banking carries heightened legal risks for banks. Banks can potentially expand the geographical scope of their services faster through electronic banking than through traditional banks. In some cases, however, they might not be fully versed in a jurisdiction's local laws and regulations before they begin to offer services there, either with a license or without a license if one is not required. When a license is not required, a virtual bank—lacking contact with its host country supervisor—may find it even more difficult to stay abreast of regulatory changes. As a consequence, virtual banks could unknowingly violate customer protection laws, including on data collection and privacy, and regulations on soliciting. In doing so, they expose themselves to losses through

whose regulatory authorities will investigate and pursue money laundering violations? The answer. it is impossible for banks to identify whether the nominal account holder is conducting a transaction or even where the transaction is taking place. Money laundering is an age-old criminal activity that has been greatly facilitated by electronic banking because of the anonymity it affords. according to the task force. Operational Risk: The reliance on new technology to provide services makes security and system availability the central operational risk of electronic banking. To combat money laundering. In a report issued in 2000. Security threats can come from inside or outside the system.lawsuits or crimes that are not prosecuted because of jurisdictional disputes. Once a customer opens an account. as well as the integrity of the system and the data. They typically comprise recommendations for verifying an individual's identity and address before a customer account is opened and for monitoring online transactions. the Organization for Economic Cooperation and Development's Financial Action Task Force raised another concern. lies in coordinating legislation and regulation internationally to avoid the creation of safe havens for criminal activities. With electronic banking crossing national boundaries. many countries have issued specific guidelines on identifying customers. so banking regulators and supervisors must ensure that banks have appropriate practices in place to guarantee the confidentiality of data. which requires great vigilance. Capacity planning to address increasing transaction volumes and new technological 53 . Banks' security practices should be regularly tested and reviewed by outside experts to analyze network vulnerabilities and recovery preparedness.

developments should take account of the budgetary impact of new investments, the ability to attract staff with the necessary expertise, and potential dependence on external service providers. Managing heightened operational risks needs to become an integral part of banks' overall management of risk, and supervisors need to include operational risks in their safety and soundness evaluations.

Reputational Risk: Breaches of security and disruptions to the system's availability can damage a bank's reputation. The more a bank relies on electronic delivery channels, the greater the potential for reputational risks. If one electronic bank encounters problems that cause customers to lose confidence in electronic delivery channels as a whole or to view bank failures as systemwide supervisory deficiencies, these problems can potentially affect other providers of electronic banking services. In many countries where electronic banking is becoming the trend, bank supervisors have put in place internal guidance notes for examiners, and many have released risk-management guidelines for banks. Reputational risks also stem from customer misuse of security precautions or ignorance about the need for such precautions. Security risks can be amplified and may result in a loss of confidence in electronic delivery channels. The solution is consumer education—a process in which regulators and supervisors can assist. For example, some bank supervisors provide links on their websites allowing customers to identify online banks with legitimate charters and deposit insurance. They also issue tips on Internet banking, offer consumer help lines, and issue warnings about specific entities that may be conducting unauthorized banking operations in the country.


THE MACROECONOMIC CHALLENGES But the challenges are not limited to regulators. As the advent of Ebanking quickly changes the financial landscape and increases the potential for quick cross-border capital movements, macroeconomic policymakers face several difficult questions.

If electronic banking does make national boundaries irrelevant

by facilitating capital movements, what does this imply for macroeconomic management?

How is monetary policy affected when, for example, the use

of electronic means makes it easier for banks to avoid reserve requirements, or when business can be conducted in foreign currencies as easily as in domestic currency?

When offshore banking and capital flight are potentially only a

few mouse clicks away, does a government have any leeway for independent monetary or fiscal policy?

How will the choice of the exchange rate regime be affected,

and how will E-banking influence the targeted level of international reserves of a central bank?

Can a government afford to make any mistakes? Will the

spread of electronic banking impose harsh market discipline on governments as well as on businesses? The answers to these questions fall into two emerging strands of thought. First, the technological revolution—particularly the expansion of electronic money but also, more broadly, electronic advances in banking practices—could result in a decoupling of households' and firms' decisions from the purely financial operations of the central bank. Thus, the ability of monetary policy to influence inflation and economic activity would be threatened.


Second, as electronic banking expands, financial transaction costs can decline significantly. The result would be tantamount to a reduction in the "sand in the wheels" of the financial sector machinery, making capital flows even easier to effect, with a potential erosion of the effectiveness of domestic monetary policy. In this regard, proponents of the Tobin tax—which would tax shortterm capital flows to increase their cost and, thereby, the sand in the wheels—would feel that electronic banking makes an even more compelling case for introducing such a tax. While electronic banking can provide a number of benefits for customers and new business opportunities for banks, it exacerbates traditional banking risks. Even though considerable work has been done in some countries in adapting banking and supervision regulations, continuous vigilance and revisions will be essential as the scope of E-banking increases. In particular, there is still a need to establish greater harmonization and coordination at the international level. Moreover, the ease with which capital can potentially be moved between banks and across borders in an electronic environment creates a greater sensitivity to economic policy management. To understand the impact of E-banking on the conduct of economic policy, policymakers need a solid analytical foundation. Without one, the markets will provide the answer, possibly at a high economic cost. Further research on policy-related issues in the period ahead is therefore critical.


and applications. and complex task. a far-reaching. and continues to be. Existing legal definitions and permissions— such as the legal definition of a bank and the concept of a national border—will also need to be rethought. which may require significant investment in training and in hardware and software. new instruments. Regulators and supervisors must also ensure that their staffs have the relevant technological expertise to assess potential changes in risks. Legalization: New methods for conducting transactions. and permission.REGULATORY TOOLS TO OVERCOME CHALLENGES There are four key tools that regulators need to focus on to address the new challenges posed by the arrival of E-banking. promote nonrepudiation of transactions. 57 . Adaptation: In light of how rapidly technology is changing and what the changes mean for banking activities. protect data integrity. keeping regulations up to date has been. In May 2001. and tailor the existing risk-management framework to the electronic banking setting. it recommends that a bank's board of directors and senior management review and approve the key aspects of the security control process. the Bank for International Settlements issued its "Risk Management Principles for Electronic Banking. adapt. which should include measures to authenticate the identity and authorization of customers. it will be essential to define an electronic signature and give it the same legal status as the handwritten signature. For example. For example. and ensure segregation of duties within E-banking systems." which discusses how to extend. recognition. and new service providers will require legal definition. timeconsuming. databases.

The problem of jurisdiction that arises from "borderless" transactions is. each country must decide who has jurisdiction over electronic banking involving its citizens. in limbo.Harmonization: International harmonization of electronic banking regulation must be a top priority. A special challenge for regulators will be supervising the functions that are outsourced to third-party vendors. This means intensifying crossborder cooperation between supervisors and coordinating laws and regulatory practices internationally and domestically across different regulatory agencies. Integration: This is the process of including information technology issues and their accompanying operational risks in bank supervisors' safety and soundness evaluations. In addition to the issues of privacy and security. The task of international harmonization and cooperation can be viewed as the most daunting in addressing the challenges of electronic banking. For now. bank examiners will want to know how well the bank's management has elaborated its business plan for electronic banking. 58 . as of this writing. for example.

anytime. secure access to banking services for accounts in over 11. The infrastructure supports unified. and enables customers to: • • • Issue Demand Drafts online Transfer funds to own and third party accounts Credit beneficiary accounts using the VISA Money Transfer. Generate account statements Setup Standing Instructions Configure profile settings Use eTax for online tax payment Use ePay for automatic bill payments Interface with merchants for railway and airline reservations 59 RTGS/NEFT feature • • • • • • . State Bank of India (SBI) offers a wide range of banking products and services to corporate and retail customers. The Retail banking application is an integration of several functional areas.000 branches across India. OnlineSBI is the Internet banking portal for State Bank of India. online access to accounts for State Bank’s Retail and Corporate customers.CASE STUDIES State bank of India State Bank of India is India’s largest bank with a branch network of over 11000 branches and 6 associate banks located even in the remotest parts of India. The application is developed using the latest cutting edge technology and tools. The portal provides anywhere.

based Generate account statement Enquire on transaction details or current balance on rights assigned to the user • • In addition to the above the Internet banking application also provides the following value added services: • Tax payments to central and state governments through site to Supply Chain Finance( e-VFS. reschedule and cancel transactions. and draft issues • • Make bill payments over the Internet. third party payments (both Inter and Intra bank). Authorizer.Electronic Vendor Finance Direct Debit Facility E Collection Facilities for: 60 site integration. and Auditor. Use online transactional features such as fund transfer to own accounts • mechanism • supplier.• Avail DEMAT and IPO services The OnlineSBI corporate banking application provides features to administer and manage corporate accounts online. define rights and transaction rules on corporate Access accounts in several branches with a single sign-on Upload files to make bulk transactions to third parties. Admin. vendor and tax collection authorities. Uploader. These roles have access to the following functions: • Manage users. modify. The corporate module provides roles such as Regulator. • Scheme) • • . • accounts. Authorize. Transaction Maker.

which is expected to result in improved customer orientation. The range of retail banking products to be distributed through the portal would include savings accounts. the banking subsidiary of ICICI Ltd. long-term customer relationships with ease of banking wherever and whenever the customer wants it and enhanced profitability.D) and Satyam Infoway Ltd. Satyam Infoway. lower distribution cost. bill payments and other retail banking products that ICICI Bank may offer through this on-line channel. The marriage between banking and portals is expected to be a win-win potent combination. This landmark agreement marks the coming together of India’s first Internet Banking provider. to create a unique partnership between a major Bank and a mega-Portal. and India’s largest private ISP and mega-Portal.COM” company for on-line distribution of retail banking products and services on the Internet. current accounts. (NYSE: IC and IC. ICICI Bank. (NASDAQ: SIFY) announced the setting up of a new “.• • • • Core Banking Transactions Inter Bank Transactions for incoming RTGS/NEFT Transactions Internet Banking Transactions for SBI & Associate Banks Direct Debit facility where suppliers can directly debit their customer’s account through Internet Banking ICICI Bank In a major development in the Internet world. The surge in demand for e-commerce related services stems from 61 . fixed deposits. ICICI Bank.

as a part of its “Click and Brick” strategic focus would set up ATMs at the Satyam Access Points and Cyber Cafes. enabling visitors to surf the Internet. ICICI is a diversified financial services company offering a wide 62 . which is on-line except for the payments that are still physical. It would also offer Satyam Internet terminals at its branches. thereby increasing its reach across the country. The two companies would therefore also explore several opportunities to complement each other’s strengths to capitalist on the opportunities in ecommerce. This would include providing a platform for trade facilitation and payments over the Internet using innovative banking products of ICICI Bank. Managing Director of Satyam Infoway. A synergistic offering of these two products would be made so that such customers/users can complete the entire transaction and payments online. The two companies would expect to co-operate wherever feasible to extend the reach and channels for distribution of financial products from ICICI Bank and Internet products from SIFY.the rapid growth in Internet penetration in the country and a fundamental change in the business paradigm. The two companies shall examine further business opportunities. ICICI Bank and Satyam Infoway through this partnership will play a strategic role in providing revolutionary ecommerce solutions in India. SIFY has a buyer to seller ordering/selling website. Managing Director & CEO of ICICI Bank and Mr. ICICI Bank has developed an Internet based ‘business to business’ payment module for purchasers and sellers to effect payments online.com. The memorandum of understanding was signed today between Mr. which would effectively synergies the financial services strength of ICICI Bank and its Affiliates and the technological expertise of Satyam Infoway and its Affiliates. thereby attracting new customers to branches. R. ICICI Bank. SeekandSource.N Sinor. Ramraj. H.

ICICI Bank has been gearing itself for the opportunities that would be created from the e-Commerce revolution. khel. Recently it entered into an agreement to acquire IndiaWorld Communications Private Limited. Satyam Infoway Ltd. 63 . The combined portal would be the largest India related Internet portal. which would result in the integration of IndiaWorld’s popular websites like samachar. SatyamOnline. Is the leading integrated Internet and ecommerce company operating in India. ICICI Bank.com and khoj.com with SIFY’s portals. the most comprehensive portal site of Indian origin is one of the key offerings from SIFY in the business to consumer segment.range of products and services to corporate and retail customers in India.com. a subsidiary company has been the pioneer of Internet banking in India.

64 .

Are you aware of net banking services offered by the banks? (a) (b) Yes No 65 .ANALYSIS 1.

Analysis of the above diagram It is good for the banks as most of the respondents were aware of the internet banking and all the services provided under internet banking 2. In which company bank do you have your acccount? (a) (b) (c) (d) (e) Axis bank Standard Chartered Bank HSBC Bank HDFC Bank State Bank of India 66 .

Do you feel safe in disclosing your details on net? (a) (b) Yes No Analysis of the above diagram 67 .Analysis of the above diagram It was witnessed that today public sector bank State bank of India has the largest customer base but the private banks are also catching up and after State bank of India HDFC has the highest customer base .Multi-national banks are also making their presence noticeable in the Indian scenario 3.

few of the respondents felt safe in disclosing their details but still there were a lot people who felt unsafe in disclosing and feared their personal information may used by some other person 4.This question witnessed a fifty fifty answer from most of the respondents.the rest of the 68 . Are you satisfy with your bank services? (a) (b) Yes No Analysis of the above diagram It is very interesting to see that most of the respondents are happy from the services their respective bank is providing .

respondents felt there is a scope of improvement still they were also happy 5. What are your main transactions you would prefer to do by net (a) (b) (c) (d) (e) (f) (g) Money transfers Checking of your current balance Create Fixed Deposits Online Request a Demand Draft Pay Bills Order a Cheque Book Request Stop Payment on a Cheque 69 .

Are you aware of the benefits of net banking which are available (a) (b) Yes No 70 .Analysis of the above diagram It is interesting to see that a respondent would like to do all the transactions which one does personally on a visit to the bank. Thus. internet banking has a promising future ahead 6.

Are you aware of the methods which can be undertaken to make any kind of fraud (a) (b) Yes No 71 .Analysis of the above diagram It is pretty amazing to see that most of the respondents are aware of the benefits of internet banking 7.

Analysis of the above diagram It’s pretty tragic but most of the respondents are unaware of the techniques which can be taken up for any type of fraud 8. Are you aware of all the methods which can be taken up to secure your transaction (a) (b) Yes No 72 .

9.Analysis of the above diagram Even with the increasingly knowledge of internet banking most of the respondents are unaware the softwares and methods taken up by the bank to secure each and every transaction. Does your bank educate you about the internet banking services being offered? (a) Yes 73 .

(b) No Analysis of the above diagram Most of the respondents felt that they are not properly educated of internet banking and its benefits to them. Would you prefer using net banking instead of visiting your bank every now and then? (a) Yes 74 . 10.

What benefits do you see in internat banking? (a) Convenience (b) Speed (c) Transparency (d) Time 75 . Thus .(b) No Analysis of the above diagram It was witnessed that most of the respondents preferred using internet banking over there conventional banking system. internet banking has a bright future ahead 11.

Analysis of the above diagram Most of the respondents felt that the transparency provided by internet banking is the highest motivating factor for an individual to use internet banking .rest speed convenience and time are also the other motivating factors 76 .

77 .you will never get there.FINDINGS An old Chinese saying goes: If you don't know where you are going .

because it is a valuable option to have. people like having direct control over their finances themselves. if you are already thinking about Technology as a tool in Banking you could probably set some of these goals:     Selling financial products and services Cutting operational costs Branding & Market recognition Keeping profitable customers  Bank customers can save time by banking online. Many people suddenly choosing their personal computers as the new way to view and manage their money. why? Quite simple . 3)  Now. convenient way to shop for financial services.(refer question no. 78 . 11)  Moreover complicated transactions or investment decisions. It is a safe.(refer question no. There is no need to stand in one more line to perform the most basic transactions when they can be done quickly from the desktop PC anytime.(refer question no. 1)  Every day more and more people are turning to the Technology for their personal banking. maintain bank accounts and conduct business 24 hours a day. day or night.

 Cutting operational cost 79 . an array of checking accounts are available in which you may also request a FREE check card.5) In addition.(refer question no.  Customers also choose banks whose online services are reliable.(refer question no.9)  Most Banks now offers a comprehensive range of financial products and services. including a FREE checking account and internet bill paying services. Hence most Banks of following Electronic Banking or Internet Banking FREE Benefits for the bank should always reflect benefits for the customer of banking services.They find it convenient to access all of their financial information in one place.  Ease of use is one of the most important factors. Navigation through online banking should be simple and intuitive.

 As every Bank wants to be profitable E-banking is becoming necessity for survival. It is a fact that people using E-banking are the ones who consider time as money and are the one with loads of money. The enclosed chart clearly indicates the benefits of E-banking over traditional methods banking. Majority of banks see 80% of their business coming just 20% of the client base. Electronic banking provides enormous benefits to consumers in terms of the ease and cost of transactions   Taking over customers from competition Banks seeking new customers can use advantages of new distribution channels and acquire most profitable customer from their competition. This 20% customer base is vulnerable if the bank does not appreciate their time. Cutting transaction costs results in higher profit margin for the banks.  Building stronger customer relations 80 .

81 . Offering new services.   Bigger share in customer’s wallet It is well known fact that customers tend to keep their finances in one place.  Identifying profitable customers Customers using E-banking services have higher balances than  average branch teller customers. Recent studies show that banks in the USA lost 20% of their most valuable customers in favor of non-bank FI flexible enough to offer diversified services and products. Banks holding customer accounts therefore have opportunity to cross sell different products and services. Investments are more than twice higher than the average. results in improved customer experience and stronger customer retention.

82 .

SUGGESTIONS  To prevent online banking from remaining an expensive additional channel that does little to retain footloose customers. mutual funds and insurance.  In addition.  The first and most obvious step they should take is to see to it that the basic problem fueling dissatisfaction have been addressed. and should not require an engineering degree to get started or use the service. banks must act quickly. There is a need felt for the banks to promote the online banking services and proper promotional activities are not taking  Banks need to appeal to customers who may not be technologically sophisticated. banks would need to add “supermarkets” selling products such as mortgage. to meet the challenge of online brokerage and other new entrants.  The banks should take up responsibility of educating the customers and all the benefits of internet banking  place. 83 .

84 .

85 .CONCLUSION From all of this. No country today has a choice whether to implement E-banking or not given the global and competitive nature of the economy. Banks have come to realize that survival in the new e-economy depends on delivering some or all of their banking services on the Internet while continuing to support their traditional infrastructure. the click of the mouse offers customers banking services at a much lower cost and also empowers them with unprecedented freedom in choosing vendors for their financial service needs. A more efficient. raise productivity. we have learnt that information technology has empowered customers and businesses with information needed to make better investment decisions. operate more efficiently. E-banking has become a necessary survival weapon and is fundamentally changing the banking industry worldwide. At the same time. expand geographically and compete globally. The invasion of banking by technology has created an information age and commoditization of banking services. Today. technology is allowing banks to offer new products. productive banking industry is providing services of greater quality and value.

Technology has also eroded the entry barriers faced by many industries. technology has brought about superior products and channel management with a special focus on customer relationship. The incremental costs incurred for expansion and diversification are also more beneficial. Technology is altering the relationships between banks and its internal and external customers. Banks have traditionally been in the forefront of harnessing technology to improve product and efficiency. While the new entrants have the advantage of latest technology. By merely putting existing service online won’t help the banks in holding their customer close. Instead.The rise of E-banking is redefining business relationships and the most successful banks will be those that can truly strengthen their relationship with their customers. collectively referred to as e-banking. Banks need to have an effective disaster recovery plan along with comprehensive risk management tool is significant not only to the bank but also to the banking system as a whole. it is associated with risks such as reputation risk. With one time investment. But on the flipside. The major driving force behind the rapid spread of e-banking is its acceptance as an extremely cost effective delivery channel. which are unique to e-banking. security risk. Internet has created plenty of opportunities for players in the banking sector. being made available to retail and wholesale customer through an electronic distribution channel. Technology innovation and fierce competition among existing banks have enable a wide array of banking products and services. the good-will of the established banks gives them a special opportunity to lead the online world. cross-border risk and strategic risk. banks must learn to capitalize their customer’s different online financialservices relationships 86 .

ICICI BANK – www.com/banking/ibkgintro.www.com Internet Banking in India-Part I. 87 .com Bank netindia- • • • • http://www.hsbc.expresscomputeronline.co. K.www.www.banknetindia.hdfcbank.shtml • E-finance by Vasant C Joshi.htm • Ez articles:- http://ezinearticles.BIBLIOGRAHY • • • HDFC BANK.com/20020916/indtrend1.in THE BUSINESS LINE.Dr A.com/?A-Brief-History-of- Internet-Banking&id=353450 • Express cmputers: http://www.icicibank. Mishra Hsbc bank :.com State bank of India.onlinesbi.

I am student of Rukmini Devi Institute of Advanced Studies. 1.Annexure QUESTIONNAIRE Dear Respondent. Are you aware of net banking services offered by the banks? (a) (b) Yes No 2. In which company bank do you have your acccount? (a) (b) (c) (d) (e) Axis bank Standard Chartered Bank HSBC Bank HDFC BANK STATE BANK FOF INDIA 88 . I am doing this research to compare different services provided by bank to its clients.

Do you feel safe in disclosing your details on net? (a) (b) Yes No 4. Are you satisfy with your bank services? (a) (b) Yes No 5. What are your main transactions you would prefer to do by net (a) (b) (c) (d) (e) (f) (g) Money transfers Checking of your current balance Create Fixed Deposits Online Request a Demand Draft Pay Bills Order a Cheque Book Request Stop Payment on a Cheque 89 .3.

Are you aware of the benefits of net banking which are available (a) (b) Yes No 7. Are you aware of all the methods which can be taken up to secure your transaction (a) (b) Yes No 9. Does your bank educate you about the netbanking services being offered? (a) Yes 90 .6. Are you aware of the methods which can be undertaken to make any kind of fraud (a) (b) Yes No 8.

What benefits do you see in internat banking? (a) Convenience (b) Speed (c) Transparency (d) Time Personal Information Name: Age: Sex: ( ) Male ( ) Female Phone No: Occupation: 91 . Would you prefer using net banking instead of visiting your bank every now and then? (a) (b) Yes No 11.(b) No 10.

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