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PROJECT REPORT

on
FACTOR EFFECTING INTENTION TO USE
ONLINE FINANCIAL SERVICES
Synopsis submitted in partial fulfillment of requirements for
Bachelors of Business Administration
Logistics and supply chain management

Mentor’s Name-

Mr. Akhil Damodaran

COURSE COORDINATOR of BBA(LM)
UPES- Dehradun
Submitted by-
Yogesh Verma
SAP ID-500035773
Enrolment Number:R380214033
BBA Logistics and Supply Chain Management
2014-2017
College of Management & Economics Studies, UPES

/

DECLARATION

I declare that the work embodied in this dissertation, entitled “EFFECT OF SUPPLY
INTEGRATION AT E- COMMERCE ”, is the outcome of my own work conducted
under the supervision of Prof. Sujith P. Surendran, at College of Legal Studies,
University of Petroleum and Energy Studies, Dehradun.

I declare that the dissertation comprises only of my original work and due
acknowledgement has been made in the text to all other material used.

Signature & Name of Student

CERTIFICATE

This is to certify that the research work entitled “ EFFECT OF SUPPLY
INTEGRATION AT E-COMMERCE ” is the work done by under my
guidance and supervision for the partial fulfillment of the requirement of Int. BBA
College of Legal Studies, University of Petroleum and Energy Studies, Dehradun.

Signature & Name of Supervisor

Designation

Date

ACKNOWLEDGEMENT

I, student of Int. B.A., LL.B (Hons.) with specialization in Energy Laws, 10 th
Semester, College of Legal Studies, The University of Petroleum and Energy studies
have made this dissertation on “EFFECT OF SUPPLY INTEGRATION AT E-
COMMERCE”

The research has been collected largely from secondary sources of information and
the method that has been adopted is doctrinal in nature for the collection of
information such as international treaties, websites, books, commentaries, journals
and articles etc.

I would like to thank my mentor Prof. Sujith P. Surendran for his guidance and
support and would even like to thank my friends for their suggestions.

Table Contents

Chapter 1: General Introduction of Financial system in INDIA…………….…08

Chapter 2: Introduction of ING Group………………………………………...10

Chapter 3: Introduction of E-Financial………………………………………...17

Chapter 4: Research Methodology … ………………………………………..18

.26 Chapter 6: Objective of study………………………………………………….29 Chapter 7: Methodology……………………………………………………….Chapter 5: Literature Review ………………………………………………….….32 Chapter 9: Data analysis………………………………………………………35 Chapter 10: Findings……………………………………………………………42 Chapter 11: Conclusions………………………………………………………43 .30 Chapter 8: Questionnaire…………………………………………………...

 It gives direction to research tools.  Availability should be increased by using various services Strategy. Benefits of study:  Awareness among customers for online financial. Acknowledgement . research types and techniques. Project Objectives:  Find the customer satisfaction relating to online financial services  To study the awareness of online financial services . Executive summary The project Report on: Services provided by the bank through online financial services .

Nitin Kumar. sales manager. Vandana Srivastava and other faculty members who taught me that how to do project through appropriate tools and techniques. Signature Sudarshan Tomar . who provided me with the necessary information and also for the support extended out to me in the completion of this report and his valuable suggestion and comments on bringing out this report in the best way possible. I am highly indebted to Mr. Amit Dahra. ING VYSYA BANK who gave necessary directions on doing this project to the best of my abilities. Agra Branch. Branch Manager. Later on I would like to thanks Dr.My sincere gratitude to Mr.

Sudarshan Tomar Chapter 1 . This project report is my original work and has not been submitted in any form as a part of any other project. Information derived from the published and unpublished work of other has been acknowledgement in the bibliography. Declaration I am Sudarshan Tomar .

History of INDIAN FINANCIAL SYSTEM Financial in India originated in the last decades of the 18th century. established in 1865 and still functioning today. both of which are now defunct The oldest bank in existence in India is the State Bank of India. Central financial is the responsibility of the Reserve Bank of India. with one of the largest financial networks in the world. which in 1935 formally took over these responsibilities from the then Imperial Bank of India. A healthy and profitable financial system is just like the backbone of nation’s economy. relegating it to commercial financial functions. The first banks were The General Bank of India. Introduction of Financial system in INDIA Financial system of a nation is the shadow of nation’s economy. which started in 1786. the Reserve Bank was nationalized and given broader powers. . has witnessed a series of reforms over the past few years like use of E-Financial and the increased participation of private sector banks. a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. and the Bank of Hindustan. The Indian financial system. is the oldest Joint Stock bank in India. After India's independence in 1947. It is necessary for a nation to achieve growth and remain stable in this global world and global economy. Allahabad Bank.

ICICI Bank and HDFC Bank. Some of the private sector banks are ING VYSYA Bank. at present it has gone up to 49% with some restrictions. was nationalized. The next stage for the Indian financial has been setup with the proposed relaxation in the norms for Foreign Direct Investment. control. .  In 1948.  In 1949. the government embarked on a policy of liberalization. licensing a small number of private banks."  The Financial Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI. the Financial Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate. and no two banks could have common directors Liberalization in INDIAN FINANCIAL SYSTEM In the early 1990s. the Reserve Bank of India. product range but reach in rural India still remains a challenge for the private sector and foreign banks. Currently. and it became an institution owned by the Government of India. India's central financial authority. where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%. and inspect the banks in India. Axis Bank (earlier as UTI Bank). financial in India is generally fairly mature in terms of supply.

innovative distribution models and strong footprints in both mature and developing markets. They provide retail customers with the products they need during their lives to grow savings. life insurance and retirement services. technological and demographic trends on their side. investments. COPERATE RESPOSIBILITY ING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders. ING is a global financial services company providing financial. ING’s strategic focus is on financial. Combining roots and ambitions. Chapter 2 INTRODUCTION: The Origin of ING Group ING group originated in 1990 from the merger between “Nationale Nederlanden” the largest Dutch Insurance Company and “NMB Post Bank” Group. Market circles soon abbreviated the name to I-N-G. STRATEGY ING’s overall mission is to help customers manage their financial future. life insurance and retirement services and operates in more than 50 countries. . the newly formed company called Internationale Nederlanden Group. manage investments and prepare for retirement with confidence. investments. With wide range of products. social and environmental factors play an integral role in business decisions. ING has the long-run economic. The company followed suit by changing the statutory name to ING Group. Corporate responsibility is therefore a fundamental part of ING’s strategy: ethical.

•Instruct your bank or credit union to automatically pay certain monthly bills from your account. such as your auto loan or your mortgage payment. You can use electronic funds transfer to: •Withdraw money from your checking account from an ATM machine with a personal identification number (PIN). day or night. is simply the use of electronic means to transfer funds directly from one account to another. also known as electronic funds transfer (EFT). •Use your computer and personal finance software to coordinate your total personal financial management process. expressway road toll. using a check card rather than cash. recordkeeping. at your convenience. or on college campuses at the library's photocopy machine or bookstores. Chapter 3 Introduction: E-Financial Electronic financial. investing. rather than by cheque or cash. along with basic financial analysis and decision making. spending. •Buy groceries. saving. 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. . gasoline and other purchases at the point-of-sale. bill-paying and taxes. •Have the bank or credit union transfer funds each month from your checking account to your mutual fund account. credit or a personal check.

transmitting the financial requests to a host computer over a network. B. you may use your computer to view your account balance. comparing the received request to a stored table of request types. request transfers between accounts. receiving the request at the host computer. The system is integrated with the host computer system of the bank so that the remote financial customer can access other automated services of the bank. Online financial 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. For instance. ONLINE FINANCIAL: Online Financial lets you handle many financial transactions via your personal computer. identifying the type of customer financial request received. 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. 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. directing the request either to a queue for handling by a customer service representative or to a queue for processing by an automated system. The method of the invention includes the steps of inputting a customer financial request from among a menu of financial requests at a remote personnel computer. order or make cash withdrawals and check their account balances . and. automatic logging of the service request. and pay bills electronically. AUTOMATED TELLER MACHINES (ATM): 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. VARIOUS FORMS OF E-FINANCIAL: A. depending upon the attribute.

C. Upon successful entry of the PIN.without the need for a human bank teller. The customer then verifies their identity by entering a pass code. transfer money between their bank accounts. Many ATMs also allow people to deposit cash or cheques. When the card is slurped through the electronic terminal. which contains his or her account number. often referred to as a PIN (Personal Identification Number) of four or more digits. D. CREDIT CARDS/ DEBIT CARDS: The Credit Card holder is empowered to spend wherever and whenever he wants with his Credit Card within the limits fixed by his bank. he enters his PIN on shops PIN pad. is a prepaid card with some stored value. it dials the acquiring bank system . the Online Financial house gets money transferred to its account from the bank of the buyer. The customer can never overspend because the system rejects any transaction which exceeds the balance in his account. The Indian market today has approximately more than 17. the customer identifies him or herself by inserting a plastic card with a magnetic stripe or a plastic smartcard with a chip. Debit Card.000 ATM’s. When he makes a purchase. TELE FINANCIAL: Undertaking a host of financial 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 . the customer may perform a transaction. On most modern ATMs. top up their mobile phones' pre-paid accounts or even buy postage stamps. Every time a person uses this card.either Master Card or VISA that validates the PIN and finds out from the issuing bank whether to accept or decline the transactions. on the other hand. An individual has to open an account with the issuing bank which gives debit card with a Personal Identification Number (PIN). Credit Card is a post paid card. The buyers account is debited with the exact amount of purchases.

e-mail or ordinary mail. called Smart Cards. from medical and health history to personal financial and personal preferences F. SMART CARD: Banks are adding chips to their current magnetic stripe cards to enhance security and offer new service. entire financial can be done through Interactive Voice Response (IVR) system. these cards are highly secure. They hold a large amount of personal information. The system is bi-lingual and has following facilities offered • Balance inquiry and transaction inquiry in all • Inquiry of all term deposit account • Statement of account by Fax. With sufficient numbers of hunting lines made available. .Telefinancial services. more reliable and perform multiple functions. By dialing the given Telefinancial number through a landline or a mobile from anywhere. customer call will hardly fail. In addition. Smart Cards allow thousands of times of information storable on magnetic stripe cards. the customer can access his account and by following the user-friendly menu. • 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 E. • It can now be used in place of paper cheques to do any and all remote transactions. E-CHEQUE: • An e-Cheque is the electronic version or representation of paper cheque.

The payee "deposits" the Electronic Cheque receives credit. automatically. the cheque writer "writes" the e-Cheque using one of many types of electronic devices and "gives" the e- Cheque to the payee electronically. credit card and insurance premium bills as each bank has tie-ups with various utility companies. and the payee's bank "clears" the e-Cheque to the paying bank. credit applications and other financial transactions through a mobile device such as a mobile or Personal Digital Assistant . With the introduction of the first primitive smart phones with WAP support enabling the use of the mobile web in 1999. payments. To pay your bills. the first European banks started to offer mobile financial on this platform to their customers. all you need to do is complete a simple one-time registration for each biller. across the country.• An E-cheque work the same way a cheque does. mobile phone. You can also set up standing instructions online to pay your recurring bills. We can avail the following services through E-Financial: Bill payment service You can facilitate payment of electricity and telephone bills. the bank does not charge customers for online bill payment. . The paying bank validates the e-Cheque and then "charges" the check writer's account for the check G. MOBILE FINANCIAL : Mobile financial is a term used for performing balance checks. account transactions. Generally. The earliest mobile financial services were offered over SMS. service providers and insurance companies.

You can also buy railway and air tickets through Online financial. you need to mention the payees's account number. By just selecting your operator's name. your phone is again back in action within few minutes. his bank and the branch. Fund transfer You can transfer any amount from one account to another of the same or any another bank. Customers can send money anywhere in India. entering your mobile number and the amount for recharge. some banks even give you the facility to purchase mutual funds directly from the online financial system. The transfer will take place in a day or so. it takes about three working days Credit card customers With Online financial. you can shop online and the payment is also made conveniently through your account. If you lose your credit card. customers can not only pay their credit card bills online but also get a loan on their cards. whereas in a traditional method. Moreover. Recharging your prepaid phone Now just top-up your prepaid mobile cards by logging in to Online financial. Investing through Online Financial Now investors with interlinked demat account and bank account can easily trade in the stock market and the amount will be automatically debited from their respective bank accounts and the shares will be credited in their demat account. you can report lost card online. Once you login to your account. . Shopping With a range of all kind of products.

" Through Online financial. It is important that documents that contain confidential information are safeguarded. Customers are advised not to provide sensitive account-related information over unsecured e-mails or over the phone. where the bank does not have a branch. it isn't bound by operational timings. "There are many advantages of online financial. passwords etc with anyone. Where in a traditional method. it will be absolutely free for you. Also ensure that the logged in session is properly signed out. PIN or password mailers should not be stored. . Security Precautions Customers should never share personal information like PIN numbers. you get quarterly statements from the bank. the PIN and/or passwords should be changed immediately and memorised before destroying the mailers. the bank would demand outstation charges. Whereas with the help of online financial. there are no geographical barriers and the services can be offered at a very low cost.Advantage Of Online Financial As per the Online and Mobile Association of India's report on online financial 2006. you can check your transactions at any time of the day. Take simple precautions like changing the ATM PIN and online login and transaction passwords on a regular basis. If the fund transfer has to be made outstation. and as many times as you want to. including employees of the bank. It is convenient.

jewellery. Credit Cards: - The Credit Card is a post paid card. 4. The credit card enables the cardholders to: Purchase any item like clothes. railway/air tickets.Plastic Cards as Media for Payment:- There are four types of plastic cards being used as media for making payments. Smart Card 4. These are: 1. Debit Card 3. Smart Cards: - Smart Cards have a built-in microcomputer chip. is a prepaid card with some stored value. Such cards are used for paying small amounts like telephone calls. he can approach the bank to get his card validated for a further specified amount. Debit Cards: - A Debit Card. a person can have a smart card from a bank with the specified amount stored electronically on it. petrol bills etc. Credit Card 2. etc. Pay bills for dining in a restaurant or boarding and lodging in hotel etc. 3. The specified amount is utilized by the customer. which can be used for storing and processing information. For example. the Online Financial house gets money transferred to its account from the bank of the buyer. ATM Card 1. Every time a person uses this card. on the other hand. . ATM Cards: - The card contains a PIN (Personal Identification Number) which is selected by the customer or conveyed to the customer and enables him to withdraw cash up to the transaction limit for the day. He can also deposit cash or cheque. The buyers account is debited with the exact amount of purchases. 2.

you will have written to us using the "Email Us" option. Kindly check with your branch that this address is updated. During the first login attempt. . it is mandatory to change both passwords - login and transaction – which would have been mailed to you by the bank.COM before moving on to other Websites.  Do not write your INGVYSYABANK. The Bank will then issue a new password and send it to your mailing address as per our records.Role of customer when using e-financial  You can access Online Financial only by using your User ID and Password.  Make sure no one can see the account login name or password you are entering when you log on to INGVYSYABANK.  If you forget your password.COM password).COM  Logout of INGVYSYABANK.  Never present your INGVYSYABANK.  Before leaving the PC please "close" the browser.COM login name or password anywhere..COM login name and password to anyone (no representative of ING VYSYA BANK will ever ask you for your INGVYSYABANK.  Do not leave your login name and password such that someone sitting at your computer could see them..

Features offered by ING Vysya Bank for online financial  Balance enquiry and statement  Transfer fund online  Card to card fund transfer  Use debit card online  Prepaid mobile recharge  Subscribe for mobile financial  Lock / activate debit cards /ATM  Request a cheque book  Stop payment USE OF E-FINANCIAL IN INDIA FROM LAST FEW YEARS .  Keep all documents that include your account information in a secure location.  When you login you can view the date and time of your last log in.  Notify ING VYSYA Bank immediately if you notice any unusual account activity.

4 20 2005. 3 2004. the user of the E-financial is increasing every year. 3 2004. 2 2 10 2003.% 9 12 15 20 25 32 40 50 80 70 2010. 6 2007. 1 0 2003 2004 2005 2006 2007 2008 2009 2010 Finding From 2003-2010 . Chapter 4 Research Methodology The data collected from questionnaire will be tabulated and analyzed so that it can easily understand to the user. 2005. 6 40 2008. There are a number of ways to be used to present the result of findings are:- o Pie-chart o Graphs . 8 2010. 5 30 2006. 8 60 2009. 7 2009. 4 2007.Year 2003 2004 2005 2006 2007 2008 2009 2010 Incr. 7 50 2008. 5 2006.

SAMPLING PLAN: Since it is not possible to study whole universe. Primary data: Primary data collection will base on personal interview of customers and people linked with ING VYSYA BANK. Secondary data: Collection of information from ING VYSYA website and different various websites related to E-FINANCIAL. it was necessary for me to take a sample size of 20 respondents. I have prepared the questionnaire according to the necessity of the data to be collected. it becomes necessary to take sample from the universe to know about its characteristics. Since it was not possible to cover the whole universe in the available time period.  Sample Technique: Random Sampling.  Sampling Units: Different Account Holder from the bank. .  Contact Method: Personal Interview. DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Primary as well as Secondary data. SAMPLE SIZE: My sample size for this project was 20 respondents.  Research Instrument: Structured Questionnaire.

Chapter 5 Literature Review Online and the Financial System The rapid growth of the Web creates a tremendous opportunity for new businesses. “Experts estimates that consumer use of on-line financial services will . but also requires a new way of viewing the market place for the community banker.

1996) Seitz and Stickel (1999) considered that financial service companies are using the Online as a new distribution channel. over 60% of existing bank customers have cited their bank selection to be based on convenience of location. The goals are:  complex products may be offered in an equivalent quality with lower costs to more potential customers  there may be contacts from each place of earth at any time of day and night Seybold (1998) identifies 8 critical success factors for electronic financial:  Own the customer’s total experience  Streamline business processes that impact the customer  Provide a 360-degree view of customer relationship  Let customers help themselves  Help customers do their job  Deliver personalized service . Geography and the number of branches become irrelevant and community banks are able to offer the same level of service and convenience to customers as the largest banks. For the customers of today.increase over 20-fold by the end of the century. In the past.” (Wilson. convenience of location includes the availability of 24-hour access via the Online.

 To study the awareness of online financial among the customers  Limitation of Study . Chapter 6 Objective of study  Find the customer satisfaction relating to E-financial service.

 Customer are not aware about the financial services  Research is only done in Dehradun city. Chapter 7 Data analysis 1) Users of E-financial Yes 65% No 35% . Banks are not giving me all information about E-financial services.

of user of the banks SBI 30% ICICI 20% HDFC 10% ING Vysya 5% Other Banks 35% . 2) No. 70% 60% 50% 40% 30% 20% 10% 0% Yes No Currently 65 % of the bank customers availing the facility of E-Financial.

35% 30% 25% 20% 15% 10% 5% 0% SBI ICICI HDFCING Vysya Other Banks 3) Preference for online bill payment services Yes 60% No 40% .

40% YES. 60% Majority of the customers are now opt online bill payment. 4) Preference for online shopping Yes 70% No 30% . i.e. 60% of the bank customers are now using online bill payment. Chart Title NO.

Chart Title 80 70 60 50 40 30 20 10 0 YES NO Similarly. 70% of the customers are now using online shopping that saves the precious time of the customers. 5) Preference for online fund transfer Yes 35% .

e. No 65% Chart Title 70 60 50 40 30 20 10 0 YES NO Only few customers are using the online fund transfer facility i. 35% .

65% Most of the customer are satisfied with the E-Financial as they save their time and have found full security for their transaction online. 6) Satisfied Customers Yes 65% No 35% Chart Title NO. . 35% YES.

bill payment. . Provide discounts on shopping through E-Financial. In these services the SBI bank is top in service of E-financial. 2. shopping etc. The mode of transaction that a customer used more oftenly is through cash. 5. 2. cheque & e-financial respectively. In the users ratio of online financial 65% of customers are using this service. The services that are mostly used by maximum customers are transactions. Chapter 8 Findings 1. Suggestions 1. Different banks charge different rates for online service. 3. 3. Demonstration of E-Financial should be provided to the existing customers to promote E-Financial. online trading. 4. Encourage customers that E-financial is totally safe if you take necessary precautions like protect your password from others.

Banks should look forward to have some tie – ups with other financial institutions to increase the service base. 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 by promotion try to aware the customers about the benefits of E-Financial. It gives direction to research tools. Chapter 9 Conclusion The basic objective of my research was to analyze the awareness among customers for online financial in INDIA. research types and techniques. .

com) and other websites like : www.worldjute.google.ingvysyabank.economictimes.com www.com www. Bibliography Collection of information for the research is taken from the ING VYSYA Bank website (www.wikipedia.com .com www.

Name of the customer:- 2. SBI c. No 3. ING VYSYA g. Axis d. Service is good b. PNB f. Do you like E-financial a. Cheaper service fees. They provide security c. Why this bank a. Any Other 4. Yes b. HDFC e. 5. Questionnaire:- 1. Online Bill Payments . ANNEXURE A. Tick which bank you preferred… a. ICICI b. Which type of service mostly you use? a.

Online shopping d. b. Transfer fund online c. Services of the bank are…. Very good 7. good c. All h. Are you satisfied with the using of E-financial? a. Yes b. poor b. none 6. a. B and C f. A and C g. A and B e. No .