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CUSTOMER SATISFACTION TOWARDS ONLINE BANKING

SERVICES PROVIDED BY STATE BANK OF INDIA

BY
VARUN GOPAL C
AZHAR LATHEEF
NITHIN BALAKRISHNAN
CHAPTER 1

INTRODUCTION

Tremendous change in the field of information technology has reduced the world to a global
village and it has caused unprecedented changes in the banking industry. Huge development
in the technology of telecommunication and electronic data processing have further
stimulated these changes. Internet banking is new jargon frequently used in banking circles.
Today , banks are switching to multi channel distribution of financial service through
internet. It helps the banks to launch new channels to gain competitive advantages, reduce
their costs, improve their financial services, enlarge their customer databases, progress their
financial positions through innovative products. In the competitive world Internet banking is
used as a strategic tool by the banking sector to attract and retain the customers. The present
paper covers customers perspectives on Internet banking services.

E banking is your personal banking services on the internet, protected with bank identifiers. It
is available anywhere, anytime. E banking allows you to pay invoices to finish and foreign
recipients easily and securely. You can also check your account balances and transactions.
You can order a new card, withdraw a loan granted to you and make mutual fund
subscriptions. You access E banking services by obtaining bank identifiers. E banking as such
is free of charge but commissions and fees in accordance with the service tariff will be levied
on orders and other transactions carried out through E banking.

. STATEMENT OF PROBLEMS

Banking is a customer oriented service industry, where the customer is in focus and customer
service is a differentiating factor. The traditional functions of banking are very limited one.
Economic reforms initiated by the government of India in the early 1990s have brought
about a sea change in the operational environment of the financial sector and the functioning
outlook of the Indian banks customer expects many services with various deliver mode in the
speedy and economically. Modern World Bank is fully based on computerization connected
with the Internet. Internet banking provides new opportunities for banks to expand their
markets and services not only in the local levels but also into the world level. The internet
banking revolution has made it possible to provide ease and flexibility in banking operations
to the benefits of the customer. The E banking has made the customer say goodbye to the
limited time banking and local area operation. Due to the enormous benefits of Internet
banking most of the customers opt for Internet Banking services.

RELAVANCE OF THE STUDY

This study provides an opportunity to know the role of internet banking services in State
Bank of India and its customers satisfaction is analysed. The present study also focus on the
awareness of the technology oriented services offered to their customers in Cochin city.

OBJECTIVES

A study on customer satisfaction regarding the online Banking services provided by SBI.

SPECIFIC OBJECTIVE

To know the customer satisfaction regarding the online banking services


provided by SBI.

To know the customer awareness regarding the product and services provided
by SBI.

To know the current and future prospects of the customers.

To know the major problems faced by the customers while using banking
services.

To know the security measures and safety available to overcome the threats
faced by the customers.

To know the rating given by the customers regarding the online services.

SCOPE OF THE STUDY

The research is confined to the city of Cochin. The study is intended to find the
customer satisfaction regarding the online banking services provided by SBI..

DATA COLLECTION

Both primary data and secondary data collection methods are used for the
study.
PRIMARY DATA

Primary data refers to the first hand information that an investigator collects himself
from the respondent. In this study, the investigator have used questionnaire survey with
60 random selected peoples in Cochin City.

SECONDARY DATA

The secondary source of data is the information collected from those data which have
already been obtained by some other researchers. In this survey, the investigator have
collected relevant information from journals, newspapers and magazines.

TOOL OF ANALYSIS

To reach at the conclusion this study deals with various mathematical tools like
percentage, graphs, charts.

SAMPLING

Population

The population consists of all the people in Cochin City.

Sampling Technique

The sampling technique used is convenient sampling as it is difficult to access


the total size of the floating public in Cochin City and it is beyond the scope
of the study.

Sample Size

A sample of 60 respondents is taken to draw meaningful conclusions for the


objective of the study.

LIMITATIONS OF THE STUDY

While carrying out the project, the investigator had met with a number of constraints.
Selective Sampling was used and hence the results cannot be considered as cent percent
accurate. The study is limited to Cochin City and therefore a generalized conclusion cannot
be derived from the study