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

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

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

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

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

GOBINDGARH PUBLIC COLLEGE ALOUR, KHANNA

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Declaration

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

VISHU GOYAL 18908000212

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Certificate
This is to certify that project, entitled ³E-Banking´ has submitted to the Panjab University, Chandigarh in the partial fulfillment of the requirement of B.B.A3rd, is a bonafied research work, carried out by Vishu Goyal. Pupin 18908000212, under my supervision and that no part of his project report has been submitted for any other degree. The assistance and help receiving during the course of investigation has fully acknowledged. SIGNATURE: RISHIKESH MAURYA (Dept. of Business Administration)

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Final year 4 . Rishikesh Mauraya to continuous guidance. I would thankful to Prof. VISHU GOYAL B.A. In the end.Acknowledgement I would like to express my gratitude to all those who gave me the possibility to complete this project. I express our gratitude to my friends & family who inspired me in this work without their inspirations the work was almost impossible.B.

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

middle-aged & old-aged. SAMPLE SIZE A sample size of 60 customers was considered of various age groups-youngsters. Respondents were taken from various places of Mandi Gobindgarh. Research methodology: SAMPLING UNITS The survey method of marketing research was adopted in this project. 6 . A Questionnaire was prepared. The main stress of the survey was on the customers of HDFC bank and ICICI bank operating in Mandi Gobindgarh.Executive summary The project report on: ³ Awareness of E-banking among the customers of HDFC Bank & ICICI Bank ´ Project carried at: ICICI & HDFC Project objectives: y To study the awareness of E-banking among the customers of ICICI and HDFC banks. y To study the mostly used services of E-Banking by the customers of HDFC and ICICI bank.

and thus happen to be original in character. which is collected afresh and for the first time. RESEARCH PLAN Research Planning is the process of developing the most efficient plan for gathering the needed information. PRIMARY DATA Primary data is the data. convenience sampling technique was used. Primary data has been collected with the help of questionnaires. which were filled by personally visiting the customers of banks.SAMPLING TECHNIQUE In this study. DATA SOURCE The major source of data is Primary and Secondary data. The analysis technique used in the study is: y Graphics and table 7 . Analyzing the information The information collected from the survey was analyzed by using statistical. The secondary data was gathered from the literature published by the company and websites. and data interpretation technique. SECONADRY DATA Secondary data is the data which have already been collected by someone else and which have already been passed through the statistical process.

Research Design Research design specifies the procedure for conducting and controlling the research projects. 8 . research types and techniques. It gives direction to research tools. Although the findings reveal that people know about the services but still many people are unaware and many of them are non-users so the bank should through promotion try to retain the customers. Conclusion: The basic objective of my research was to analyze the awareness among customers for E-banking. A descriptive Research is one in which state of affair is described as it exists at present. Banks should look other financial institutions to increase the service base. The researcher has no control over the variables. Type of Research The research is descriptive in nature.

INTRODUCTION 9 .

In today¶s world. and holding money on deposit.INTRODUCTION INTRODUCTION OF BANKING Banking has come to occupy a vital position in a nation economy. cloth. financial and banking systems were developed as men found a need for a standard of value that would take place of cattle. channelizing the available savings into high investment priorities for fostering the process of capital formation. grains. the vital processes of production and consumption are significantly affected by the aggregate money supply consisting of currency as well as demand time deposits with banks. banking is a business that not only deals with borrowing. A well-planned. promoting entrepreneurial activities and accelerating employment by better utilization of resources. organized. efficient and viable banking system is a necessary concomitant of economic and social infrastructure. Banks have an important role to play in increasing the nations saving rate. In other parts of ancient world. weapons or other things which they once used to 10 . Reports reveal that long before 2500 BC. lending and remittances of funds. In every economy. the babylonians had developed a complex system of lending and borrowing. It is for this reason that commercial banks are considered the lifeblood of today¶s economic system. HISTORICAL ANALYSIS OF BANKING INSTITUTION Banking is as old as civilization itself. but it is also an important instrument for fostering economic growth.

they wanted a safe place to store their money. DEVELOPMENT OF AUTOMATION IN BANKING Over the last 15 years. and crude metals were used as money. silver and gold coins replaced these and when men began wealth. Banks were re-established in Italy during the thirteenth and fourteenth centuries and grew quickly in importance and size as Italians again became world wide traders. Slowly and slowly copper. With the revival of trade between Italy and other parts of the known words. It was from this period that the word µbank¶ came. stones. People thought of temples as the safest place. The Romans developed an advanced banking system that included for transferring accounts. The word bancho (bench) symbolized the business and was carried over into the Italian word banca french noun banque. charging fees. These banking activities were in operation through the 3rd century AD. the priests were not only the bankers. Money changers carried on their business in the public squares. Soon both family and national banks prospered throughout Europe and played an important role in Europe¶s growth during the eighteenth and nineteenth centuries. with the fall of Rome all financial dealings ended. the computer or more generally. feathers. shells. Electronic Data Processing (EDP). banks sprang up elsewhere and intricate banking systems gradually evolved. However. uniting cheques for withdrawal of funds and for various services. sitting behind portable benches on which they displayed their coins. making loans. The Chinese had invented paper cheques paper money hundreds of years before they were used in the western world. About the year 605 BC the egibi family in Babylon carried on a banking business that evidently thrived. has become an accepted tool in many organizations and has had a 11 .barter or exchange. At first bones.

PC banking and Internet or online banking is the most frequently used designations. In addition to the lack of equipment. Electronic banking It is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution. until the mid-1960¶s. home banking. there existed almost a complete lack of knowledge about what the computer could and should do for the banks. the study anticipated that between1967-71 at least 3200 additional banks will start to use computers. and phone banking. EDP developments within the banking industry were.considerable impact on the organizational environment and its members. virtual banking. remote electronic banking. however. Still. There are several reasons why small to medium ±sized banks were slow in adopting the use of computers. confined mainly to the large banks with deposits of over $ 100 million. In total. online banking. In the beginning the main obstacle was the hardware computer itself. Internet banking. 12 . It should be noted. The following terms all refer to one form or another of electronic banking: personal computer (PC) banking. that the terms used to describe the various types of electronic banking are often used interchangeably. The larger banks could afford to hire special staffs to plan and execute the introduction of EDP into the organization and to develop the software needed for the operation. bringing the total to 55 percent of all commercial banks and accounting for over 90 percent of total deposits.

or web banks. transferring funds. downloads data. 13 . In most PC banking ventures. The customer then dials into the bank with his or her modem. cyber. viewing checking and savings account balances.software that runs Internet banking programs resident on the bank's World Wide Web server. and purchasing financial instruments and certificates of deposit. Net Banker defines a ³true Internet bank" as one that provides account balances and some transactional capabilities to retail customers over the World Wide Web. is an outgrowth of PC banking. for example. Internet banking uses the Internet as the delivery channel by which to conduct banking activity. interactive.PC Banking PC banking is a form of online banking that enables customers to execute bank transactions from a PC via a modem. many banks offer PC banking systems that allow customers to obtain account balances and credit card statements. pay bills. Currently. Internet banks are also known as virtual. paying bills. An Internet banking customer accesses his or her accounts from browser. and runs the programs that are resident on the customer's computer. sometimes called online banking. and transfer funds between accounts. the bank offers the customer a proprietary financial software program that allows the customer to perform financial transactions from his or her home computer. net. paying mortgages. I-Banking Internet banking. not on the user's PC.

Further. a number of Banks that do not yet offer transactional Internet banking services have indicated on their web sites that they will offer such banking activities in the future. web banks are not restricted to conducting transactions within national borders and have the ability to make transactions involving large amounts of assets instantaneously. However.To date. Internet banks generally have lower operational and transactional costs than do traditional brick-and-mortar banks. they are often able to offer low-cost checking and high-yield Certificates of deposit. Telebank (Arlington. for example. more banks have established an advertising presence on the Internetprimarily in the form of informational or interactive web sites-than have created transactional web sites. electronic banking provides a variety of attractive possibilities for remote account access. Internet banking is not limited to a physical site. and "Direct customer control of international movement of funds without intermediation of financial institutions in customer's jurisdiction. including: Availability of inquiry and transaction services around the clock. Virginia) and Banknet (UK). some Internet banks exist without physical branches." Definition of E-Banking 14 . According to industry analysts. both recent and historical. Worldwide connectivity. Easy access to transaction data. in some cases.

This section discusses some of the most common support services: web linking. this booklet begins with a discussion of the two primary types of Internet websites: informational and transactional. While the risks and controls are similar for the various e-banking access channels. this booklet focuses specifically on Internet-based services due to the Internet's widely accessible public network. Accordingly. kiosk. Management should understand these services and the risks they pose to the institution. E-Banking Support Services In addition to traditional banking products and services. account aggregation. such as a personal computer (PC). or Touch Tone telephone. and wireless banking activities Web Linking A large number of financial institutions maintain sites on the World Wide Web. electronic authentication. automated teller machine (ATM). financial institutions can provide a variety of services that have been designed or adapted to support ecommerce. transact business. payments for e-commerce. interactive communication channels. Some websites are strictly informational.E-banking is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic. Customers access e-banking services using an intelligent electronic device. personal digital assistant (PDA). including the Internet. or obtain information on financial products and services through a public or private network. individuals or businesses. website hosting. to access accounts. while others also offer customers the 15 . E-banking includes the systems that enable financial institution customers.

or image on a webpage that contains coding that will transport the viewer to a different part of the website or a completely different website by just clicking the mouse. Virtually every website contains "web links. Person-to-person payments are typically funded by credit card charges or by an ACH transfer from the consumer's account 16 .ability to perform financial transactions. Generally. phrase. a consumer electronically instructs the person-to-person payment service to transfer funds to another individual. The agencies have issued guidance on web linking that provides details on risks and risk management techniques financial institutions should consider Person-to-Person Payments Electronic person-to-person payments. and services available through that website. the primary risk posed by web linking is that viewers can become confused about whose website they are viewing and who is responsible for the information. their use can present certain risks. transferring the funds to an account at an insured financial institution. such as paying bills or transferring funds between accounts. permit consumers to send "money" to any person or business with an e-mail address. These risk management techniques are for those institutions that develop and maintain their own websites. There are a variety of risk management techniques institutions should consider using to mitigate these risks. products. or retransmitting the funds to someone else." A web link is a word. also known as e-mail money. Under this scenario. as well as institutions that use third-party service providers for this function. While web links are a convenient and accepted tool in website design. The payment service then sends an e-mail notifying the individual that the funds are available and informs him or her of the methods available to access the funds including requesting a check.

2.Banking) 17 . Today banking services can be delivered through following modes:- 1. Phone Banking / Mobile Banking (M . Wireless banking services in the United States typically supplement a financial institution's e-banking products and services.at a financial institution. such services may be offered by an insured financial institution. Since neither the payee nor the payer in the transaction has to have an account with the payment service. Web Banking. but are frequently offered by other businesses as well. Internet Banking. PC Banking and e-Banking Popularity of PC and easy access to internet and World Wide Web (www) has facilitated banks to use internet as a delivery channel and receiving instructions. Today all private banks and most of the nationalized banks are offering web based banking services. It is this form of banking that is generally referred as Internet Banking. and personal digital assistants (or similar devices) through telecommunication companies' wireless networks. pagers. Wireless banking occurs when customers access a financial institution's network(s) using cellular phones. Wireless E-Banking Wireless banking is a delivery channel that can extend the reach and enhance the convenience of Internet banking products and services.

Penetration rate of mobiles and landlines have increased considerably. debit card have are becoming preferred medium of payment. through ATMs. * PNB. Account status can be enquired just by a SMS (Short Message Service). 3. Punjab National Bank (PNB) is offering recharge of prepaid mobile card. In this manner. UTI and Global Trust Bank. order cherub books. 18 . Apart from this credit. Debit Card etc. balance enquiry. Banks have lapped up these opportunities and are offering mobile banking. Nowadays banks are offering value added services too. Banks have installed ATM that is connected via V-SAT. Thus technology has created various delivery channels for bank customers. Often these banks tie with other banks to use their ATM like:- * HDFC and SBI. The customer can perform following operation through ATM ± cash withdrawal. deposit cash and obtain product information. Credit card. the banks increase their 'Point of Cash Delivery'.There has been a rapid advancement and acceptance of mobile services in India. Plastic Money ± ATM card. mini statement of previous transactions (last 5 to 10 transactions).

COMPANY PROFILE 19 .

634. an equity offering in the form of ADRs listed on the NYSE in fiscal 2000. In 1999. and has a presence in 19 countries. the Government of India and representatives of Indian industry.000 ATMs in India. ICICI Bank is India's second-largest bank with total assets of Rs. 2010 and profit after tax Rs. an Indian financial institution.25 billion (US$ 896 million) for the year ended March 31. both directly and through a number of subsidiaries and affiliates like ICICI Bank. ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001.ICICI Bank ICICI Bank Industrial Credit and Investment Corporation of India was originally promoted in 1994 by ICICI Limited. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998. ICICI was formed in 1955 at the initiative of the World Bank. 40. ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. In the 1990s. 2010. including 20 . and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. and was its wholly-owned subsidiary. ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services.528 branches and 6.00 billion (US$ 81 billion) at March 31. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. 3. The Bank has a network of 2.

Sri Lanka. Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates. ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). South Africa. Our UK subsidiary has established branches in Belgium and Germany. China. life and non-life insurance. However the following information is provided as a guide to assist you in protecting the information on your computer. Malaysia and Indonesia. Measures for security when using internet banking: ICICI Bank uses the sophisticated multi layered architecture with digital certification from Verisign and 128 bit encryption facility to ensure security of your online transactions and confidentiality of your data. venture capital and asset management. Hong Kong. Russia and Canada. Bahrain. Singapore. branches in United States. 21 . ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries in the areas of investment banking. It is not an exhaustive list and is intended for information purposes only. Thailand. Bangladesh. The Bank currently has subsidiaries in the United Kingdom.India.

We recommend that you change both login and transaction password.y You need to enter your Internet Banking User id and password each time you access your internet banking account. y The system prompts you to change the password on first time login. y Never leave your computer unattended while you are logged in to ICICI Bank. You can refer to the help section available on your browser for instructions 22 . Use the Logout button for closing the session. Passwords are case sensitive. by making it known ONLY to you. y Your password should be at least 8 characters long. telephone number. y Do not use your date of birth. y Change your password regularly.com y Always logoff from Internet Banking upon completion of your session. It is preferable not to shut the window to log off. Since your access is protected by this password it is very important that you protect your password. your name or the name of a friend or relative in your password. y Ensure that you are not observed while entering the password. y Your internet banking account is locked in case you enter wrong user id and password 3 times. y Disable the option on browsers for storing user names and passwords. y Passwords are case sensitive. address.

booking your rail/air tickets. sending a money order and doing lots more like: Quick pay Online tax calculation Prepaid mobile recharge Online loans & credit cards Account to card fund transfer Receive funds 23 . every time you need to do your banking.Online services offered by ICICI Bank: No need of walking up to the bank branch. shopping. As you can do a lot of it online. From paying your bills to transferring funds.

Shareholders of Times Bank received 1 share of HDFC Bank for every 5. It was among the first companies to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector.244. after the Reserve Bank of India allowed establishing private sector banks. HDFC Bank has 1.8 crore (US$4. and all branches of the bank are linked on an online real-time basis.36 billion) in 2008-09.75 shares of Times Bank. HDFC Bank was incorporated in 1994 by Housing Development Finance Corporation Limited (HDFC).9 crore (US$498.622. 24 . the bank has reported net profit of 2. NYSE: HDB) is a major Indian financial services company based in India.232 ATMs. Total annual earnings of the bank increased by 58% reaching at 19. Times Bank Limited (owned by Bennett. India's largest housing finance company. For the fiscal year 2008-09. The Bank was promoted by the Housing Development Finance Corporation.37 million). This was the first merger of two private banks in India.82 billion. The Bank started operations as a scheduled commercial bank in January 1995 under the RBI's liberalization policies.HDFC Bank HDFC Bank Ltd. incorporated in August 1994. Coleman & Co. in 2000. in 779 cities in India. (BSE: 500180.1006. As of 30 September 2008 the bank had total assets of Rs. / Times Group) was merged with HDFC Bank Ltd. a premier housing finance company (set up in 1977) of India. up 41% from the previous fiscal.725 branches and over 4..

and don't tell anyone else your passwords. Measures for security when using internet banking: You should log-out from the Net Banking when leaving your PC. and ensure that no-one is watching what you type Logoff from Net Banking upon completion of your session. You should not write a password down on any paper which may be easily accessible to anyone. Always change your password continuously.g.anytime. anywhere. Use the Log-out button to Log out so that the session closes and don't shut the window to Log off. Net Banking lets you manage your account from the comfort of your mouse . pets.Net Banking is HDFC Bank's Internet banking service. Providing up-to-the-second account information. 25 . Have a screensaver password so that when you are away from your workstation nobody else can access it. If you think someone knows your password go online and change it immediately If you are using the Internet in a public place (e. This will prevent the viewing of previous pages of your online session via your PC. choose "strong" 6 to 8 digit passwords (alphanumeric) and change them regularly. avoid obvious passwords (names of family members. a Cyber Cafe) does not leave the PC unattended. favorite musician etc). Put in a power-on password in your machine so that nobody else can switch on your machine.

which will prevent unauthorized persons from accessing your computer and guard against the introduction of malicious programs onto your PC Online services provided by HDFC Bank: o View Account Balances & Statements o Transfer Funds between accounts o Create Fixed Deposits Online o Request a Demand Draft o Pay Bills o Order a Cheque Book o Request Stop Payment on a Cheque 26 .You should consider running a Personal Firewall.

Objectives of the study 27 .

Objectives of the study y To study the awareness of E-banking banking among the customers of HDFC and ICICI bank. y To study the mostly used services of E-Banking by the customers of HDFC and ICICI bank. 28 .

Scope of study 29 .

So the scope of the study is limited to the Mandi Gobindgarh only. The current project also covers the analysis of the dissatisfaction among the different customers towards Ebanking. The current project also covers the study of awareness level of the people about the EBanking in Mandi Gobindgarh. It includes the customer behavior and preferences towards the E-Banking in the Mandi Gobindgarh.Scope of study The project is based on the awareness of E-Banking among the customers of HDFC bank and ICICI bank. 30 .

Research Methodology 31 .

which were filled by personally visiting the customers of banks. Primary data has been collected with the help of questionnaires. PRIMARY DATA Primary data is the data. DATA SOURCE The major source of data is Primary and Secondary data. middle-aged & old-aged. convenience sampling technique was used. The main stress of the survey was on the customers of HDFC bank and ICICI bank operating in Mandi Gobindgarh. Respondents were taken from various places of Mandi Gobindgarh. SECONADRY DATA 32 .Research Methodology SAMPLING UNITS The survey method of marketing research was adopted in this project. RESEARCH PLAN Research Planning is the process of developing the most efficient plan for gathering the needed information. SAMPLE SIZE A sample size of 60 customers was considered of various age groups-youngsters. A Questionnaire was prepared. which is collected afresh and for the first time. SAMPLING TECHNIQUE In this study. and thus happen to be original in character.

33 . Type of Research The research is descriptive in nature. The researcher has no control over the variables. The analysis technique used in the study is: y Graphics and table Research Design Research design specifies the procedure for conducting and controlling the research projects. A descriptive Research is one in which state of affair is described as it exists at present.Secondary data is the data which have already been collected by someone else and which have already been passed through the statistical process. Analyzing the information The information collected from the survey was analyzed by using statistical. and data interpretation technique. The secondary data was gathered from the literature published by the company and websites.

Limitations of the study 34 .

classification and analysis of data. Even thought care has been taken in collection. y COLLECTION OF DATA: Collection of data from the Mandi Gobindgarh only. y RESPONDENTS INTEREST: Respondent are not interested in giving relevant information this was a major limitation of study. 35 . the following limitation were noticed :y TIME LIMITATION FACTOR: Due to the lack of time it was not possible to cover areas.Limitations of the study The study is subjected to certain limitations.

Data Analysis 36 .

Data Analysis (A) On the basis of Age Groups: (1)No. of person (30 persons) Yes No 4 2 - 20-40 40-60 Above 60 6 18 - 20 18 16 14 12 10 8 6 4 2 0 20-40 40-60 Above 60 Yes No 37 . of customers aware about E-banking HDFC Bank Age groups No.

ICICI Bank Age Groups No. of Persons (30persons) Yes No 2 8 2 20-40 40-60 Above 60 10 6 2 12 10 8 6 Yes No 4 2 0 20-40 40-60 Above 60 38 .

(2)No. of persons (30 persons) Yes No 4 0 0 20-40 40-60 Above 60 6 20 0 25 20 15 Yes 10 No 5 0 20-40 40-60 Aove 60 39 . of customers use E-banking HDFC Bank Age Groups No.

ICICI Bank Age Groups No. of persons (30 persons) Yes 20-40 40-60 Above 60 10 6 2 No 2 8 2 12 10 8 6 Yes No 4 2 0 20-40 40-60 Above 60 40 .

(3) No. of persons (60persons) HDFC ICICI 4 2 2 20-40 40-60 Above 60 6 18 0 20 18 16 14 12 10 8 6 4 2 0 20-40 40-60 Above 60 HDFC ICICI 41 . of persons using Internet Banking Age Groups No.

(4) No. of persons (60persons) HDFC ICICI 0 10 0 8 4 2 20-40 40-60 Above 60 12 10 8 6 HDFC ICICI 4 2 0 20-40 40-60 Above 60 42 . of persons using SMS Banking Age Groups No.

5 1 0.5 0 20-40 40-60 Above 60 43 .(5) No.5 3 2. of persons (60persons) HDFC ICICI 0 4 0 4 0 2 20-40 40-60 Above 60 4.5 4 3.5 HDFC 2 ICICI 1. of persons using Mobile Banking Age Groups No.

5 4 3.5 3 2. of persons (60persons) HDFC ICICI 0 4 0 2 0 0 20-40 40-60 Above 60 4.(6) No.5 HDFC 2 ICICI 1.5 1 0. of persons using all Age Groups No.5 0 20-40 40-60 Above 60 44 .

(B)On the basis of Sex: (1)No. of customers aware about E-Banking HDFC Bank Sex No. of persons (30 persons) Yes No 2 4 Male Female 22 2 25 20 15 No Yes 10 5 0 Male Female 45 .

ICICI Bank Sex No. of persons (30 persons) Yes No 10 0 Male Female 16 4 30 25 20 No 15 10 5 0 Male Female Yes 46 .

(2)No. of customers use E-banking HDFC Bank Sex No. of persons (30 persons) Yes No 2 4 Male Female 22 2 25 20 15 No Yes 10 5 0 Male Female 47 .

ICICI Bank

Sex

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

Male Female

14 4

30 25 20 No 15 10 5 0 Male Female Yes

48

(3) No. of persons using Internet Banking

Sex

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

Male Female

18 2

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

49

(4) No. of persons using SMS Banking

Sex

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

Male Female

8 2

12 10 8 HDFC 6 4 2 0 Male Female ICICI

50

5 3 2.5 HDFC 2 1.(5) No. of persons using Mobile Banking Sex No. of persons (60persons) HDFC ICICI 4 2 Male Female 4 0 4 3.5 1 0.5 0 Male Female ICIC 51 .

(6) No.5 1 0.5 0 Male Female ICICI 52 .5 3 2.5 HDFC 2 1. of persons using all Sex No. of persons (60persons) HDFC ICICI 0 2 Male Female 4 0 4 3.

(C) No. of customers satisfied with use of E-banking Bank No. of persons (60 persons) Yes No 0 2 HDFC ICICI 24 16 12 10 8 Yes 6 4 2 0 HDFC ICICI No 53 .

Finding & Conclusion 54 .

SMS Banking and Mobile Banking are more used by this age group. SMS Banking and Mobile Banking are more used by male group.Finding & Conclusion With the help of questionnaire & data analysis. y On the contrary side. And also services like Internet Banking. And also services like Internet Banking. the customers of age 20-40 of ICICI Bank are more aware and use of E-banking. 55 . And we also find that the customers of HDFC Bank are more satisfied as compared to ICICI Bank with the use of E-Banking. HDFC Bank & ICICI Bank are more aware as well as use of E-banking.e. findings are on the basis of two groups: (1) (2) On the basis of Age Groups On the basis of Sex (1) On the basis of age groups: y Customers of age 40-60 of HDFC Bank are more aware as well as use of E-banking. SMS Banking and Mobile Banking are more used by this age group. And also services like Internet Banking. (2) On the basis of Sex: y Male customers of both banks i.

Conclusion: The basic objective of my research was to analyze the awareness among customers for E-banking. Banks should look other financial institutions to increase the service base. It gives direction to research tools. 56 . Although the findings reveal that people know about the services but still many people are unaware and many of them are non-users so the bank should through promotion try to retain the customers. research types and techniques.

Suggestions 57 .

Suggestions To prevent online banking from remaining customers to prompt this service through advertising company. 58 . After repairing this basic deficiency. banks must ensure that their services are competitive. Banks is not taking more charge from their customers.

References 59 .

References y http://www.aspx 60 .com y http://en.com/Faculty_Column/FC545/fc545.icici.com/company/ICICI-Bank-Ltd/162.org/wiki/Online_banking y www.wikipedia.com y www.org/wiki/HDFC_Bank y http://info.shine.indianmba.html y http://en.indianmba.com/Faculty_Column/FC908/fc908.hdfc.html y http://www.wikipedia.

Annexure 61 .

Questionnaire (1)Name of the customer (2)Age: (3)Sex: (4)Are you aware about E-banking? (a)Yes (b) No (5)Do you use E-banking? (a)Yes (b)No (6)What type of services are you using under E-banking? (a)Internet Banking (b)SMS Banking (c)Mobile Banking (7)Tick which bank you preferred? (a)ICICI (b)HDFC (8)Why did you preferred this bank? (a)Services is good (b)They provide security (c)Cheaper services fees (9)Are you satisfied with the using of E-banking? (a)Yes (b)No 62 .

63 .

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