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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
FINANCIAL SERVICES &MARKETING

Mentor’s Name-

Mr. VIPUL SHARMA

COURSE COORDINATOR of BBA(FSM)
UPES- Dehradun
Submitted by-
PRANAV MEHROTRA
SAP ID-500034307
Enrolment Number:R128214032
BBA FINANCIAL SERVICES & MARKETING
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 guidance of Prof. vipulsharma at College of Management & Economic
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 Financial
Services &Marketing ,College of Management & Economic Studies , University of
Petroleum and Energy Studies, Dehradun.

Signature & Name of Supervisor

Designation

Date

ACKNOWLEDGEMENT

I, PRANAV MEHROTRA student of Int. BBA, with specialization in FINACIAL
SERVICES & MARKETING 6th Semester, College of Management & Economic
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. Vipulsharma 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

17 Chapter 4: Research Methodology … ………………………………………..32 Chapter 9: Data analysis………………………………………………………35 Chapter 10: Findings……………………………………………………………42 Chapter 11: Conclusions………………………………………………………43 .29 Chapter 7: Methodology……………………………………………………….…..10 Chapter 3: Introduction of E-Financial………………………………………....30 Chapter 8: Questionnaire………………………………………………….Chapter 2: Introduction of ING Group……………………………………….18 Chapter 5: Literature Review …………………………………………………...26 Chapter 6: Objective of study…………………………………………………..

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

Signature PRANAV MEHROTRA . Amit Dahra. ING VYSYA BANK who gave necessary directions on doing this project to the best of my abilities. Branch Manager. VandanaSrivastava and other faculty members who taught me that how to do project through appropriate tools and techniques. Agra Branch. 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. sales manager. I am highly indebted to Mr. Later on I would like to thanks Dr.My sincere gratitude to Mr. Nitin Kumar.

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 PRANAV MEHROTRA. PRANAV MEHROTRA Chapter 1 .

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

The next stage for the Indian financial has been setup with the proposed relaxation in the norms for Foreign Direct Investment. Currently. and no two banks could have common directors Liberalization in INDIAN FINANCIAL SYSTEM In the early 1990s. where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%. licensing a small number of private banks. Some of the private sector banks are ING VYSYA Bank. Axis Bank(earlier as UTI Bank). and inspect the banks in India.financial in India is generally fairly mature in terms of supply. the government embarked on a policy of liberalization. was nationalized. at present it has gone up to 49% with some restrictions."  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.  In 1949. Chapter 2 . control. product range but reach in rural India still remains a challenge for the private sector and foreign banks. ICICI Bank and HDFC Bank. the Reserve Bank of India.  In 1948. India's central financial authority. the Financial Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate. and it became an institution owned by the Government of India.

Corporate responsibility is therefore a fundamental part of ING’s strategy: ethical. investments. the newly formed company called InternationaleNederlanden Group. They provide retail customers with the products they need during their lives to grow savings. Market circles soon abbreviated the name to I-N-G. manage investments and prepare for retirement with confidence. STRATEGY ING’s overall mission is to help customers manage their financial future. With wide range of products. life insurance and retirement services. technological and demographic trends on their side. ING is a global financial services company providing financial. Chapter 3 Introduction: E-Financial . ING has the long-run economic. COPERATE RESPOSIBILITY ING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders. investments. social and environmental factors play an integral role in business decisions. innovative distribution models and strong footprints in both mature and developing markets. Combining roots and ambitions. INTRODUCTION: The Origin of ING Group ING group originated in 1990 from the merger between “NationaleNederlanden” the largest Dutch Insurance Company and “NMB Post Bank” Group. ING’s strategic focus is on financial. life insurance and retirement services and operates in more than 50 countries. The company followed suit by changing the statutory name to ING Group.

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

comparing the received request to a stored table of request types. directing the request either to a queue for handling by a customer service representative or to a queue for processing by an automated system. receiving the request at the host computer. automatic logging of the service request. 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. VARIOUS FORMS OF E-FINANCIAL: A. and. 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. request transfers between accounts. 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. you may use your computer to view your account balance. For instance. identifying the type of customer financial request received. B. order or make cash withdrawals and check their account balances . transmitting the financial requests to a host computer over a network. each of the request types having an attribute to indicate whether the request type is capable of being fulfilled by a customer service representative or by an automated system. and pay bills electronically. Onlinefinancial 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. depending upon the attribute. 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. ONLINEFINANCIAL: OnlineFinancial lets you handle many financial transactions via your personal computer.

Every time a person uses this card. Debit Card. On most modern ATMs. The buyers account is debited with the exact amount of purchases. C.without the need for a human bank teller. 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. Credit Card is a post paid card. the OnlineFinancial 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. it dials the acquiring bank system . The customer then verifies their identity by entering a pass code.000 ATM’s. An individual has to open an account with the issuing bank which gives debit card with a Personal Identification Number (PIN). the customer may perform a transaction. 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 . often referred to as a PIN (Personal Identification Number) of four or more digits. transfer money between their bank accounts. D. When the card is slurped through the electronic terminal. 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. Upon successful entry of the PIN. Many ATMs also allow people to deposit cash or cheques. on the other hand. When he makes a purchase. he enters his PIN on shops PIN pad.either Master Card or VISA that validates the PIN and finds out from the issuing bank whether to accept or decline the transactions. is a prepaid card with some stored value. top up their mobile phones' pre-paid accounts or even buy postage stamps. which contains his or her account number.

By dialing the given Telefinancial number through a landline or a mobile from anywhere. 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. They hold a large amount of personal information.Telefinancial services. customer call will hardly fail. 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. more reliable and perform multiple functions. the customer can access his account and by following the user-friendly menu. In addition. e-mail or ordinary mail. . entire financial can be done through Interactive Voice Response (IVR) system. these cards are highly secure. called Smart Cards. E-CHEQUE: • An e-Cheque is the electronic version or representation of paper cheque. • It can now be used in place of paper cheques to do any and all remote transactions. Smart Cards allow thousands of times of information storable on magnetic stripe cards. • 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. With sufficient numbers of hunting lines made available.

We can avail the following services through E-Financial: Bill payment service You can facilitate payment of electricity and telephone bills. To pay your bills. With the introduction of the first primitive smart phones with WAP support enabling the use of the mobile web in 1999.• An E-cheque work the same way a cheque does. The earliest mobile financial services were offered over SMS. and the payee's bank "clears" the e-Cheque to the paying bank. all you need to do is complete a simple one-time registration for each biller. 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. account transactions. credit card and insurance premium bills as each bank has tie-ups with various utility companies. . the first European banks started to offer mobile financial on this platform to their customers. payments. mobile phone. MOBILE FINANCIAL : Mobilefinancial is a term used for performing balance checks. 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. Generally. service providers and insurance companies. You can also set up standing instructions online to pay your recurring bills. credit applications and other financial transactions through a mobile device such as a mobile or Personal Digital Assistant . across the country.

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

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

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

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 OnlineFinancial only by using your User ID and Password.  Do not leave your login name and password such that someone sitting at your computer could see them.  Never present your INGVYSYABANK.COM before moving on to other Websites..  If you forget your password..COM  Logout of INGVYSYABANK.  Do not write your INGVYSYABANK.COM password).  Make sure no one can see the account login name or password you are entering when you log on to INGVYSYABANK.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. Kindly check with your branch that this address is updated. you will have written to us using the "Email Us" option. .  Before leaving the PC please "close" the browser. 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.

 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. Features offered by ING Vysya Bank for onlinefinancial  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.

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

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

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.

increase over 20-fold by the end of the century.” (Wilson. 1996) Seitz and Stickel (1999) considered that financial service companies are using the Online as a new distribution channel. The goals are:  complex products may be offered in an equivalent quality with lower costs to more potential customers  there may be contacts from each place of earth at any time of day and night Seybold (1998) identifies 8 critical success factors for electronic 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. over 60% of existing bank customers have cited their bank selection to be based on convenience of location. In the past. convenience of location includes the availability of 24-hour access via the Online.

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

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

2) No. of user of the banks SBI 30% ICICI 20% HDFC 10% ING Vysya 5% Other Banks 35% . 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. Chart Title NO. 4) Preference for online shopping Yes 70% . 60% Majority of the customers are now opt online bill payment.e. 60% of the bank customers are now using online bill payment. i.

No 30% Chart Title 80 70 60 50 40 30 20 10 0 YES NO Similarly. 70% of the customers are now using online shopping that saves the precious time of the customers. 5) Preference for online fund transfer Yes 35% No 65% .

Chart Title 70 60 50 40 30 20 10 0 YES NO Only few customers are using the online fund transfer facility i.e. 35% 6) Satisfied Customers Yes 65% .

. 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. 35% YES. Chapter 8 Findings 1. In the users ratio of onlinefinancial 65% of customers are using this service. No 35% Chart Title NO.

5. shopping etc. Chapter 9 Conclusion . Different banks charge different rates for online service. 3.2. 3. Encourage customers that E-financial is totally safe if you take necessary precautions like protect your password from others. 2. Suggestions 1. The services that are mostly used by maximum customers are transactions. cheque& e-financial respectively. bill payment. Demonstration of E-Financial should be provided to the existing customers to promote E-Financial. online trading. 4. Provide discounts on shopping through E-Financial. The mode of transaction that a customer used more oftenly is through cash. In these services the SBI bank is top in service of E-financial.

. research types and techniques.The basic objective of my research was to analyze the awareness among customers for onlinefinancial in INDIA. It gives direction to research tools. 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.

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

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

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