TRAINING REPORT

ON

CONSUMER PERCEPTION TOWARDS E-BANKING

COMPARITIVE ANALYSIS OF ICICI AND ANDHRA
BANK

Submitted to:
Satyug Darshan Institute of Engineering and Technology

By:
MANISHA NAGPAL
Batch 2015 2018

In Partial Fulfillment of
Bachelor of Business Administration
(IIFSB)

MAHARSHI DAYANAND UNIVERSITY

ROHTAK (HARYANA)
(November, 2016)

Satyug Darshan Institute of Engineering and Technology

BhupaniLalpur Road, Village Bhupani
Faridabad - 121002, NCR, Haryana, India
 DECLARATION

I, Ms. Manisha Nagpal hereby declare that this summer training

report is the record of authentic work carried out by me during the
period from _____ to_____and has not been submitted to any other
University or Institute for the award of any degree / diploma etc.

(Signature)
Manisha

Date
 BONAFIDE CERTIFICATE

This is to certify that Ms. ManishaNagpalof SatyugDarshan Institute of

Engineering and Technologyhas successfully completed the project work titled
CONSUMER PERCEPTION TOWARDS DIGITIZATION WITH
SPECIAL REFERENCE TO ANDHRA BANK in partial fulfillment of
requirement for the completion of Bachelor in Business Administration (BBA
IIFSB) course as prescribed by the MaharshiDayanand University, Rohtak,
(HARYANA).

This project report is the record of authentic work carried out by him/her during
the period from _____ to ____. He / She has worked under my guidance.

(Signature)
Dr. Sapna taneja
Assistant Professor, BBA Department
Project Guide (Internal)
Date:
Counter signed by
(Signature)
Mr. Ravi Bakshi
Department Coordinator (BBA Department)
Date:
TABLE OF CONTENT

S.NO PARTICULARS PAGE NO.

1 Introduction to the study

2 Company Profile

3 Research Methodology
objectives of the Study
Scope of the Study
Research Design
Method of Data Collection
Limitations of the Study
4 Data Processing & Analysis

5 Findings, Conclusion and Suggestions

6 Bibliography

7 Annexure
.

CHAPTER :1
INTRODUCTION
WHAT IS E-BANKING?
Electronic banking is one of the truly widespread avatars of E-commerce the world over.
Various authors define E-Banking differently but the most definition depicting the meaning
and features of E-Banking are as follows:

1. Banking is a combination of two, Electronic technology and Banking.

2. Electronic Banking is a process by which a customer performs banking Transactions

electronically without visiting a brick-and-mortar institutions.

3. E-Banking denotes the provision of banking and related service through Extensive use of
information technology without direct recourse to the bank by the customer.

EVOLUTION OF E-BANKING
The story of technology in banking started with the use of punched card machines like
Accounting Machines or Ledger Posting Machines. The use of technology, at that time, was
limited to keeping books of the bank. It further developed with the birth of online real time
system and vast improvement in telecommunications during late 1970s and 1980s.it
resulted in a revolution in the field of banking with convenience banking as a buzzword.
Through Convenience banking, the bank is carried to the doorstep of the customer. The
1990s saw the birth of distributed computing technologies and Relational Data Base
Management System. The banking industry was simply waiting for these technologies. Now
with distribution technologies, one could configure dedicated machines called front-end
machines for customer service and risk control while communication in the batch mode
without hampering the response time on the frontend machine.

Traditional banking

Gunpowder
Personalized services
Time consuming
Limited access

Virtual or E-banking

Nuclear charged
Real time transactions,
Integrated platform,
All time access
NEED OF INTERNET BANKING
One has to approach the branch in person, to withdraw cash or deposit a cheque or request a
statement of accounts. In true Internet banking, any inquiry or transaction is processed online
without any reference to the branch (anywhere banking) at any time. Providing Internet
banking is increasingly becoming a "need to have" than a "nice to have" service. The net
banking, thus, now is more of a norm rather than an exception in many developed countries
due to the fact that it is the cheapest way of providing banking services.

Banks have traditionally been in the forefront of harnessing technology to improve their
products, services and efficiency. They have, over a long time, been using electronic and
telecommunication networks for delivering a wide range of value added products and
services. The delivery channels include direct dial up connections, private networks, public
networks etc and the devices include telephone, Personal Computers including the Automated
Teller Machines, etc. With the popularity of PCs, easy access to Internet and World Wide
Web (WWW), Internet is increasingly used by banks as a channel for receiving instructions
and delivering their products and services to their customers. This form of banking is
generally referred to as Internet Banking, although the range of products and services offered
by different banks vary widely both in their content and sophistication.

Indias banking sector is growing at a fast pace. India has become one of the most preferred
banking destinations in the world. The reasons are numerous: the economy is growing at a
rate of 8%, Bank credit is growing at 30% per annum and there is an ever-expanding middle
class of between 250 and 300 million people (larger than the population of the US) in need of
financial services. All this enables double-digit returns on most asset classes which is not so
in a majority of other countries. Foreign banks in India achieving a return on assets (ROA) of
3%, their keen interest in expanding their businesses is understandable even more so when
compared with the measly 1% average ROA for the Top 1000 banks in the world.
E-BANKING PRODUCTS:

1}Automated Teller Machine (ATM):

These are cash dispensing machine, which are frequently seen at banks and other locations
such as shopping centers and building societies. Their main purpose is to allow customer to
draw cash at any time and to provide banking services where it would not have been viable to
open another branch e.g. on university campus. An automated teller machine or automatic
teller machine (ATM) is a computerized telecommunications device that provides a financial
institution's customers a method of financial\ transactions in a public space without the need
for a human clerk or bank teller. On most modern ATMs, the customer identifies him or
herself by inserting a plastic ATM card with a magnetic stripe or a plastic smartcard with a
chip that contains his or her card number and some security information, such as an
expiration date or CVC (CVV). Security is provided by the customer entering a personal
identification number (PIN).Using an ATM, customers can access their bank accounts in
order to make cash withdrawals (or credit card cash advances) and check their account
balances. Many ATMs also allow people to deposit cash or checks, transfer money between
their bank accounts, pay bills, or purchase goods and services.Some of the advantages of
ATM to customers are:

Ability to draw cash after normal banking hours

Quicker than normal cashier service
Complete security as only the card holder knows the PIN
Does not just operate as a medium of obtaining cash.
Customer can sometimes use the services of other bank ATMs.

2) Tele banking or Phone Banking: Telephone banking is relatively new Electronic

Banking Product. However it is fastly becoming one of the most popular products. Customer
can perform a number of transactions from the convenience of their own home or office; in
fact from anywhere they have access to phone. Customers can do following:

Check balances and statement information

Transfer funds from one account to another

Pay certain bills

Order statements or cheque books

Demand draft request

This facility is available with the help of Voice Response System (VRS). This system
basically, accepts only TONE dialed input. Like the ATM customer has to follow particular
process, initially account number and telephone PIN are fed for the process to start. Also the
VRS system provides the users within additional facilities such as changing existing
password with the new desired, information about new products, current interest rates etc.
Mobile Banking: Mobile banking comes in as a part of the banks initiative to offer
multiple channels banking providing convenience for its customer. A versatile
multifunctional, free service that is accessible and viewable on the monitor of mobile phone.
Mobile phones are playing great role in Indian banking- both directly and indirectly. They are
being used both as banking and other channels.

Internet Banking: The advent of the Internet and the popularity of personal computers
presented both an opportunity and a challenge for the banking industry. For years, financial
institutions have used powerful computer networks to automate million of daily transactions;
today, often the only paper record is the customers receipt at the point of sale. Now that their
customers are connected to the Internet via personal computers, banks envision similar
advantages by adopting those same internal electronic processes to home use. Banks view
online banking as a powerful value added tool to attract and retain new customers while
helping to eliminate costly paper handling and teller interactions in an increasingly
competitive banking environment. In India first one to move into this area was ICICI Bank.
They started web based banking as early as august 1997.

FEATURES OF E-BANKING
Transactional: (e.g. performing a financial transaction such as an account to account
transfer, paying a bill or applications like applying for a loan, new account, etc.)

Electronic Bill Presentment and Payment (EBPP)

Funds transfer between customers own checking and savings accounts, or to another
customers account.

Investment purchase or sale.

Loan application and transactions such as repayments.

Non-transactional: (e.g. online statements, Check links, Chat, Co-browsing etc.)

Financial Institution Administration- features allowing financial institutions to manage the

online experience of their end users. ASP/ Hosting Administration features allowing the
hosting company to administer the solution across financial institution.
ADVANTAGE & DISADVANTAGE OF E BANKING

ADVANTAGES OF E-BANKING

: Convenience- Unlike your corner bank, online banking sites never close; theyre available
24 hours a day, seven days a week, and theyre only a mouse click away. With pressures on
time and longer travelling periods, more and more people find it tiresome waiting in queues.
People want flexibility, and Internet banking offers just that.

Ubiquity- If youre out of state or even out of the country when a money problem arises,
you can log on instantly to your online bank and take care of business, 24\7.

Transaction speed- Online bank sites generally execute and confirm transactions at or
quicker than ATM processing speeds.

Efficiency-You can access and manage all of your bank accounts, including IRAs, CDs,
even securities, from one secure site.

Effectiveness- Many online banking sites now offer sophisticated tools, including account
aggregation, stock quotes, rate alert and portfolio managing program to help you manage all
of your assets more effectively. Most are also compatible with money managing programs
such as quicken and Microsoft money.

Cheaper alternative: - With increasing competition, it seems to be the cost factor that is
driving banks to offer the facility. The Internet is still a very cheap alternative to opening a
physical branch, and most of the push seems to be coming from the supply side. The costs of
a banking service through the Internet form a fraction of costs through conventional methods.

From snob value to necessity:- A couple of years ago, there was a belief even among
bankers that customers opening new accounts wanted the online banking facility, just to "feel
good" and very few of them actually used the services. Today, bankers believe that the trend
from `nice to have' is changing to `need to have'. The "snob value" of banking with an
organisation that could offer service on the Internet has given way to a genuine necessity, he
feels. "It all depends on how busy a person is."

DISADVANTAGES OF INTERNET BANKING

Start-up may take time-In order to register for your banks online program, you will
probably have to provide ID and sign a form at a bank branch. If you and your spouse wish to
view and manage their assets together online, one of you may have to sign a durable power of
attorney before the bank will display all of your holdings together.
 Learning curves- Banking sites can be difficult to navigate at first. Plan to invest some
time and\or read the tutorials in order to become comfortable in your virtual lobby.

Bank site changes- Even the largest banks periodically upgrade their online programs,
adding new features in unfamiliar places. In some cases, you may have to re-enter account
information.

HOW E-BANKING CAN EASE YOUR LIFE

1. Bill payment service: Each bank has tie-ups with various utility companies, service
providers and insurance companies, across the country. It facilitates the payment of
electricity and telephone bills, mobile phone, credit card and insurance premium bills.
To pay bills, a simple one-time registration for each biller is to be completed.
Standing instructions can be set, online to pay recurring bills, automatically. One-time
standing instruction will ensure that bill payments do not get delayed due to lack of
time. Most interestingly, the bank does not charge customers for online bill payment.

2. Fund transfer: Any amount can be transferred from one account to another of the
same or any another bank. Customers can send money anywhere in India. Payees
account number, his bank and the branch is needed to be mentioned after logging in
the account. The transfer will take place in a day or so, whereas in a traditional
method, it takes about three working days. ICICI Bank says that online bill payment
service and fund transfer facility have been their most popular online services.

3. Credit card customers: Credit card users have a lot in store. With Internet banking,
customers can not only pay their credit card bills online but also get a loan on their
cards. Not just this, they can also apply for an additional card, request a credit line
increase and God forbid if you lose your credit card, you can report lost card online.

4. Investing through Internet banking: Opening a fixed deposit account cannot get
easier than this. An FD can be opened online through funds transfer. Online banking
can also be a great friend for lazy investors. 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. Moreover, some banks even give the facility to
purchase mutual funds directly from the online banking system. So it removes the
worry about filling those big forms for mutual funds, they will now be just a few
clicks away. Nowadays, most leading banks offer both online banking and demat
account. However if the customer have there demat account with independent share
brokers, then need to sign a special form, which will link your two accounts.

5.Recharging your prepaid phone: Now there is no need to rush to the vendor to
recharge the prepaid phone, every time the talk time runs out. Just top-up the prepaid
mobile cards by logging in to Internet banking. By just selecting the operator's name,
entering the mobile number and the amount for recharge, the phone is again back in
action within few minutes.

6.Shopping at your fingertips: Leading banks have tie ups with various shopping
websites. With a range of all kind of products, one can shop online and the payment is
also made conveniently through the account. One can also buy railway and air tickets
through Internet banking.

INTERNET BANKING VS. TRADITIONAL BANKING

The basic difference between Internet banking and traditional banking is that in

traditional banking the customer has to visit the branch in person for the basic banking

needs viz. withdrawal or deposit of cash, transfer of funds, statement of accounts, etc. In

Internet banking, on the other hand, these operations can be performed through the PCs

without physically visiting the bank branch. It is a win-win solution both for customer

and the bank. The customer is not put to inconvenience of traveling, and the time so

saved can be effectively utilized in other productive ways, whereas the bank earns by

having lower overheads, establishments, premises and maintenance costs, in turn

resulting into reduced per transaction cost. The greatest advantage of Internet banking is

that it enables a customer to perform basic banking transactions through PC or Laptop,

located anywhere in the world. Through the internet, customer accesses the banks website

for viewing the account details or performing the basic banking transactions.

The other major advantages emerging out of Internet banking are as follows:
1.The customer can perform basic banking transactions, round the clock.

2. No personal visit to the branch is required.

3. One can access and operate ones account from anywhere in the world.

4. The extensive, geographically divergent, traditional brick and mortar structure of the
branch need not be there

5. The requirement of staff at branches gets optimized.

6. Easy, convenient, efficient and speedy banking services both for the bank and the customer

7. Transaction is automatically reconciled and posted in all required data tables, thus reducing
the workloadrs.
 CHAPTER-2

COMPANY PROFILE
ANDHRA BANK
Brief History

"Andhra Bank" was founded by the eminent freedom fighter and a multifaceted
genius, Dr.Bhogaraju Pattabhi Sitaramayya. The Bank was registered on 20th November
1923 and commenced business on 28th November 1923 with a paid up capital of Rs 1.00
lakh and an authorised capital of Rs 10.00 lakhs. The Bank crossed many milestones and the
Bank's Total Business as on 31.12.2007 stood at Rs.75,225 Crores with a Clientele base over
1.65 Crores. The Bank is rendering services through 2046 Business Delivery Channels
consisting of 1343 branches, 73 Extension Counters, 592 ATMs and 38 Satellite Offices
spread over 21 States and 2 Union Territories as at the end of December, 2007. All Branches
are 100% computerized, 1186 units viz., 1101 Branches, 70 Extension Counters, 15 Service
Centres networked under Cluster Banking Solution and providing "Any Branch
Banking(ABB)". Real Time Gross Settlement (RTGS) Facility and National Electronic Fund
Transfer (NEFT) facility has been introduced in 680 Branches. To provide value-added
services to Customers, the Bank has set up its own 592 ATMs as on 31.12.2007. Of which
03 Mobile ATMs and two with Biometric access.Besides, ATM sharing arrangements with
several Banks including SBI group, IDBI Bank, UTI Bank, HDFC Bank, Indian Bank and
others under National Financial Network Switch covering 24856 ATMs.

The Bank introduced Internet Banking Facility (AB INFI-net) to all customers of cluster
linked branches. Rail Ticket Booking Facility is made available to all debit card holders
through IRCTC Website through a separate gateway. Our Bank's Corporate Website is
available in English, Hindi and Telugu Languages communicating our Bank's image and
information. Our Bank has been given 'BEST BANK AWARD' a banking technology
award by IDRBT.

Bank has also launched "Smart Card" under Financial Inclusion at Geesukonda Mandal of
Warangal District (A.P.) and proposes to extend the same to other areas.As a part of
Financial Inclusion, Bank adopted two districts i.e., Srikakulam in Andhra Pradesh and
Ganjam in Orissa State and achieved 100% coverage. Bank also established the first
"Financial Literacy-cum-Credit Counseling Centre" in Srikakulam Distrcit in Andhra
Pradesh.

Andhra Bank, along with A P State Government, NABARD, Canara Bank, Indian Bank, IOB
and SBH sponsored the Andhra Pradesh Banker's Institute of Entrepreneurship Development,
which will offer training to unemployed youth for improving their skills in Andhra
Pradesh.Our Bank has finalized an MoU with Hewlett-Packard India Ltd., for implementing a
comprehensive Core Banking Solution through Finacle. This initiative will enable the Bank
to achieve signifcant cost advantagers and better business outcome in the dynamic banking
arena in the country. This will also benefit the customers, who will have access to banking
and financial services anytime, any where through multiple delivery channels.
Bank is celebrated "AB Bima Utsav" from 15.10.2007 to 31.12.2007 - a special campaign
for marketing of LIC Policies and other insurance linked schemes of the Bank like AB
Arogyadan, AB Jeevan Abhaya, AB Abhaya Gold.

Bank issued 27.26 lacs of ATM/Debit Cards.Bank extended financial assistance to 120926
Self Help Groups to the tune of Rs.744 Crore.Bank introduced low cost comprehensive
health insurance scheme for all credit linked Self Help Groups under the name "Swashya
Bima Yojana"

Bank has launched two new Agri products -"AB Kisan Rakshak" - a debt swapping
scheme for farmers and "AB Mahila Soubhagya" - a debt swapping scheme for SHGs
on 15.12.2007 for the benefit of Self Help Groups. These schemes are intended to
reduce the interest burden of the less privileged sectors of the society.
Bank ranked First in LIC of India - Bancassurance business, in the Country on the
basis of First Premium Income. Bank has mobilized 137642 LIC Policies in this
Financial Year.
Andhra Bank will open its Representative Office in New Jersey City in United
States shortly. Bank feels United States would be an ideal location as Andhra Bank
has been a household name among many NRIs there. A foothold in New Jersey is
strategic for the 84 year old bank as it has a large number of non resident Indians from
Andhra Pradesh. Thus our Bank accords utmost concern to customer satisfaction by
offering innovative and need based financial products and services using state-of -the
art technology.

Founder

Dr Bhogaraju Pattabhi Sitaramayya was born on 24th November 1880 in Gundugolanu

village, West Godavari District in Andhra Pradesh. He was a renowned Freedom Fighter and
a very illustrious personality.

Corporate Identity
('Togetherness ') is the theme of the logo of Andhra Bank where the world of banking
services meets the realm of ever changing customer needs and establishes a link that is like a
chain, inseparable.

The logo also denotes a bank that's prepared to do anything, to go to any lengths, for the
customer. The blue pointer on the top represents the philosophy of a bank that's always
looking for growth and newer, and challenging, more promising directions .The keyhole
indicates safety and security. The colours red and blue represent fusion of dynamism and
solidity. At a time when the performance of the bank, the prospects of the bank, and even the
perceptions of the bank are vibrantly different, and poised as we are at the threshold of a new
millennium, this modernized logo is a tribute to the Andhra Bankers who are the true creators
of the image of the bank.

Dr. K. Ramakrishnan - Chairman & Managing Director

Shri K Ramakrishnan took charge as Chairman and Managing Director of Andhra Bank in
June,2005. Brief profile of our Chairman and Managing Director is :

Shri K Ramakrishnan, B.Com(Spl), MBA(Gold Medalist)(First Class First) has been

conferred "Doctorate of Letters" by Acharya Nagarjuna University for contribution in the
field of Banking. Dr.K. Ramakrishnan joined Bank of India in 1970. He was appointed
Executive Director of Bank of Baroda in 2004 before taking chargeat Andhra Bank as
Chairman & Managing Director. During his appointment in Bank of Baroda, he was
Chairman, Bank of Baroda(Kenya) Ltd., and Chairman, BOB Housing Fianance Ltd.,

A widely travelled man with academic bent of mind, Mr Ramakrishnan attended

programmes at National Institute of Bank Management, Pune and Institute for Development
Policy and Management, University of Manchester, UK.
Dr. K Ramakrishnan is also Chairman, State Level Bankers' Committee, Andhra Pradesh and
a visiting faculty at Central University, Hyderabad.

Dr. Ramakrishnan will be the Chairman and Managing Director of Andhra Bank until 31st
July, 2008.

Sri Kalyan Mukherjee - Executive Director

Shri Kalyan Mukherjee B.A.(Hons), MBA joined the Andhra Bank board as Executive
Director on 25.03.2006. Before assuming charge as Executive Director, he was General
Manager with UCO Bank. In his career with UCO Bank spanning 37 years, held various
important assignments which included 10 years experience in Overseas Branches of UCO
Bank, namely Singapore & Hongkong.

Sri Mukerjee has wide experience in the area of HR. He was a member of Personnel
Committee, Indian Banks' Association for around 3 years.
Vision & Mission of Andhra Bank:-

Board Of Directors

Dr K Ramakrishnan Chairman & Managing Director

Sri Kalyan Mukherjee Executive Director

Sri Madhusudan Prasad Govt. of India Nominee Director

Shri B Maheshwaran RBI Nominee Director

Dr K Anjanappa Director

Sri V H Ramakrishnan Director

Sri Prem Prakash Pareek Director

Prof Sunil Kumar Maheshwari Director

Sri K Ramakoteswara Rao Director

 Sri Anup Prakash Garg Director

Sri Rama Chandra Khuntia Director

Sri T Ravindranath Director

AWARDS AND ACHIEVEMENT:

SAFA award

Received Best Presented Accounts Award 2005 from SAFA's

(South Asian Federation of Accountants)Centrein Colombo, Sri Lanka on
16.01.2007.

"BEST BANK AWARD" by IDRBT, Hyderabad

Andhra Bank has bagged the "Best Bank Award" in the category of "Use of IT for
Customer Service in Semi Urban and Rural areas" for 2005-06. Our Chairman &
Managing Director, Sri K Ramakrishnan has received the award from Sri Y V Reddy,
Governor, RBI at Institute for Development and Research in Banking Technology
(IDRBT) Hyderabad on 2.9.2006.

MILESTONES ACHIEVED AND AWARDS RECEIVED DURING 2005-06

FINTECH Asia 2006 Award For "Any Branch Banking (ABB)"

Andhra Bank has bagged the FINTECH Asia 2006 Award for its initiatives under
"Any Branch Banking (ABB)" service across the Country. Andhra Bank is the only
Bank in the Country to receive one of the six Awards announced by the Financial
Insights (USA), an IDC Company, which is a Subsidiary of IDG, the World's leading
IT Media, Research and Exposition Company.
Ranked 683rd among Top 1000 Banks in the World

The prestigious 'The Banker' - a Financial Times Business Publication, July 2005
Issue published from London has ranked Andhra Bank as the '683rd Largest Bank
Globally', out of the Top 1000 World Banks' Annual Rankings.

2nd Highest Mover in the World having climbed 277 places over previous year

Andhra Bank also happened to be the 'Second highest mover in the World and highest
mover compared to any other Bank in Asia' having climbed 277 places in the Top
1000 Banks' Rankings based on Tier-I Capital.

Ranked as the Top Number 1 Bank in Asia under the "Return on Capital"

'The Banker' Magazine went on to Rank 'Andhra Bank as the Top Number 1 Bank in
Asia' under the "Return on Capital" among all the Asian Banks - Rankings being
based on Tier-I Capital Business Parameter.

Adjudged Best Bank by Analyst Magazine - An ICFAI Publication

Our Bank has been adjudged as the "Best Bank under Large Banks Category" by "The
Analyst" Magazine - An ICFAI Publication, in its Performance Analysis of Select
Indian Banks for 2004-05.

ICRA Rating for Corporate Governance

Our demonstrated commitment to vigilant Corporate Governance has been rewarded

by ICRA, which assigned us a Corporate Governance Rating of "CGR-2". This
denotes high level of assurance on the quality of Corporate Governance.
Award of Institute of Chartered Accountants of India for excellence in Financial
Reporting

The Institute of Chartered Accountants of India (ICAI) has recently awarded our Bank
the "Silver Shield" under the category of Banking, Insurance and Financial Institutions, given
for excellence in financial reporting in published accounts for the year, 2004-05. Our Bank is
the only Public Sector Bank to receive an Award from ICAI.

PRODUCT PROFILE

Deposit Schemes:-

AB Savings accounts
AB Current accounts
AB Term deposits
AB Other schemes

1. AB Savings Accounts

AB Kiddy Bank
AB Abhaya Plus
AB Easy Savings
AB Abhaya SB A\C
AB Abhaya Gold SB A\C
AB Jeevan Abhaya Scheme

2. AB Current Accounts

AB Insurance linked Current A\C

3. AB Term Deposits

AB Money Time
AB Tax Saver
AB Fixed Deposits
AB Kalpataravu Deposits
AB Recurring Deposits

4. AB Other Schemes

AB Arogyadaan Scheme
AB Bancassurance Life
AB Bancassurance Non-Life

Retail Loans

AB Doctor Plus
AB Nightingale
AB Housing Loans
AB Dr. Pattabhi Vidya Jyothi
AB Vanitha Vahan
AB Personal Loan
AB Vehicle Loan
AB Clean Loans
AB Mortgage Loans

Agriculture Loans

AB Mahila Soubhagya
AB Kisan Rakshak
AB Kisan Vikas Card
AB Pattabhi Agri Card
AB Kisan Chakra
AB Rural Godowns
AB Agri Clinics/ Agro Service Centers
 AB Kisan Sampathi
AB Kisan Bandhu-Tractor Financing
AB Self Help groups- Bank Linkage Programme
AB Andhra Bank Kisan Green Card
AB Surya Sakthi
AB Solar Cookers
AB Finance purchase of land for agri purpose
AB for financing to Dairy agents
ICICI BANK

The Industrial Credit and Investment Corporation of India Limited (ICICI) was
formed in 1955 which is incorporated at the initiative of
t h e W o r l d B a n k , t h e Government of India and representatives of Indian industry,
with the objective of creating a development financial institution for providing
medium-term and long-term project financing to Indian businesses. Mr. A.
RamaswamiMudaliar elected as the first Chairman of ICICI Limited. ICICI emerges as the
major source of foreign currency loans to Indian industry. Besides funding from the
World Bank and other multi-lateral agencies, ICICI was also among the first Indian
companies to raise funds from international markets.

1. WHAT IS ICICI GROUP?

We are a part of the renowned IC IC I Group, a diversified universal

banking g r o u p , w i t h a t r a c k r e c o r d o f o v e r 5 0 y e a r s i n a
v a r i e t y o f f i n a n c i a l s e r v i c e s . ICICI was formed in 1955, as a result of the
focused efforts of the World Bank, the Government of India and the representatives of Indian
Industry. Today, ICICI Bank has grown to become Indias second largest bank, with over 24
million customers world wide.It is also the first bank from Asia (excluding Japan) to be listed
on the NYSE.ICICI Bank is a truly global bank, with presence at key locations across the
globe in Bahrain, Bangladesh, Belgium, Canada, China, Dubai, Hong Kong, Indonesia,
Malaysia, Russia, Singapore, South Africa, Sri Lanka, Thailand, UK, USA and Quatar. ICICI
Groups expertise spans a vast range of financial services, including banking, broking, mutual
funds, insurance, home loans, venture funds and much more. The Group is the largest
consumer credit provider and the biggest private sector, life and general insurer in India.
Expertise across a vast range of products. All blended to bring you seamless financial
solutions that ensure you have the advantage in every financial decision. Wherever
you may be in the world.
STRUCTURE OF ICICI:

OBJECTIVES OF ICICI GROUP TRUST:

We view each client relationship as a partnership for success. We regard your financial
needs as our own and aim to achieve your investment goals with you. We put our
best resources behind you to ensure that your investment objectives are more than met.

AGILITY
We seek to deliver superior value to you. We respond quickly and efficiently to
marketopportunities, and offer the most apt financial solutions so that you can
reap the best possible reports.

INNOVATION

W e b e l i e v e t h a t t h e c o r n e r s t o n e o f s u c c e s s i n t o d a y s c o m p e t i t i v e
e n v i r o n m e n t i s Innovation. We seek newer opportunities constantly, to fulfill
your emerging needs andwants.
A)ICICI PRUDENTIAL AMC AND TRUST:

ICICI PrudentialAsset Management Company enjoys the strong parentage

of prudential, one of UK's largest players in the insurance and fund management
sector sand ICICI bank,a well-known and trusted name in financial sevices in
india.

ICICI Prudential Asset Management Company,in a span of just over eight years, h as
forged a position of pre-eminence in the

Indian Mutual Fund

industry as one of the largest assetmanagement companies in the country with assets
under management of Rs. 37,906.24crore (as of March 31, 2007). The Company
manages a comprehensive range of schemes t o m e e t t h e v a r yi n g i n v e s t m e n t s
n e e d s o f i t s i n v e s t o r s s p r e a d a c r o s s 6 8 c i t i e s i n t h e c o u n t r y.

ICICI SECURITIES INDIAS LEADING INVESTMENT BANK

A subsidiary of ICICI Bank - the largest and most recognized private bank
inIndia ICICI Securities Ltd is premier Indian Investment Bank, with a dominant
positioni n i t s c o r e s e g m e n t s o f i t s o p e r a t i o n s - C o r p o r a t e F i n a n c e
including Equity Capital M a r k e t s A d v i s o r y S e r v i c e s , I n s t i t u t i o n a l
E q u i t i e s , R e t a i l a n d F i n a n c i a l P r o d u c t Distribution With a full-service
portfolio, a roster of blue-chip clients and performance second to none, we have a
formidable reputation within the industry. The Corporate Finance team regularly ranks
highest among the leading capital markets league tables and recently topped the
Prime Database League tables for funds mobilized through equity instruments in the
first half of CY 07.ICICI Securities Inc., the step down wholly owned US subsidiary of the
company is a member of the National Association of Securities Dealers, Inc. (NASD). As a
result of this membership, ICICI Securities Inc. can engage in permitted activities
in the U.S.securities markets. These activities include Dealing in Securities and Corporate
Advisory S e r v i c e s i n t h e U n i t e d S t a t e s a n d p r o v i d i n g r e s e a r c h a n d
i n v e s t m e n t a d v i c e t o U S investors. ICICI Securities Inc. is also registered with the
Financial Services Authority, UK (FSA) and the Monetary Authority of Singapore (MAS) to
carry out Corporate Advisory Services and Dealing in Securities.

ICICI VENTURE

ICICI Venture is one of the largest and most successful private equity firms inIndia with
funds under management in excess of USD 2 billion.ICICI Venture, over the years has built
an enviable portfolio of companies across sectorsincluding pharmaceuticals, Information
Technology, media, manufacturing, logistics,textiles, real estate etc thereby building
sustainable value.It has several firsts to its credit in the Indian Private Equity industry.
Amongst them areIndias first leveraged buyout (Infomedia), the first real estate investment (
Cyber Gateway), the first mezzanine financing for a acquisition (Arch Pharmalabs) and the
firstroyalty-based structured deal in Pharma Research & Development (Dr Reddys).ICICI
Venture is a subsidiary of ICICI Bank, the largest private sector financial servicesgroup in
India

ICICI LOMBARD GENERAL INSURANCE COMPANY LIMITED

ICICI Lombard General Insurance Company Limited is a 74:26 joint

venture b e t w e e n I C I C I B a n k L i m i t e d a n d t h e C a n a d a b a s e d $ 2 6 b i l l i o n
F a i r f a x F i n a n c i a l Holdings Limited. ICICI Bank is India's second largest bank,
while Fairfax FinancialHoldings is a diversified financial corporate engaged in
general insurance, reinsurance,insurance claims management and investment
management.Lombard Canada Ltd, a group company of Fairfax Financial property and
casualty insurers. ICICI Lombard General InsuranceCompany received regulatory
approvals to commence general insurance business in August 2001.

ICICI PRUDENTIAL LIFE INSURANCE COMPANY

ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank ,a premier
financial powerhouse, and Prudentialplc, a leading international financial services
group headquartered in the United Kingdom. ICICI Prudential was amongst the f i r s t
private sector insurance companies to begin operations in December
2 0 0 0 a f t e r receiving approval from Insurance Regulatory Development Authority
(IRDA).ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank,a
premier financial powerhouse, and Prudentialplc, a leading international
financial services group headquartered in the United Kingdom. ICICI Prudential was
amongst the f i r s t p r i v a t e s e c t o r i n s u r a n c e c o m p a n i e s t o b e g i n o p e r a t i o n s
i n D e c e m b e r 2 0 0 0 a f t e r receiving approval from Insurance Regulatory Development
Authority (IRDA). ICICI Prudential Life's capital stands at Rs. 37.72 billion (as on February,
2008)with ICICI Bank and Prudential plc holding 74% and 26% stake
respectively. For the nine months period April 1 to December 31, 2007, the
company garnered new business w e i g h t e d p r e m i u m o f R s . 4 , 5 8 6 c r o r e a n d
h a s u n d e r w r i t t e n a r o u n d 1 8 l a k h p o l i c i e s during the period. The company has
assets held crore ICICI Prudential Life is also the only private life insurer in India
to receive a National Insurer Financial Strength rating of AAA (Ind) from Fitch
ratings. The AAA(Ind) rating is the highest rating, and is a clear assurance of ICICI
Prudential's ability to meet its obligations to customers at the time of maturity or claims. For
the past seven years, ICICI Prudential Life has retained its leadership position in the life
insurance industry with a wide range of flexible products that meet the needs of the Indian
customer at every step in life.

ICICI BANK

It is an Indian financial services company headquartered in Mumbai, Maharashtra. It is

the second largest bank in India by assets and third largest by market capitalization. It
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, life and non-life insurance, venture capital and asset
management. The Bank has a network of 2,883 branches and 10021 ATM's in India, and
has a presence in 19 countries, including India.
The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in
United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International
Finance Centre; and representative offices in United Arab Emirates, China, South Africa,
Bangladesh, Thailand, Malaysia and Indonesia. The company's UK subsidiary has
established branches in Belgium and Germany.
ICICI Bank is one of the big four banks of India, along with State Bank of India, Punjab
National Bank and Canara Bank.ICICI Bank is Indias second-largest bank with total assets
of 3,997.95 billion (US$ 100 billion) at March 31, 2012 and profit after tax of Rs. 41.58
billion for the year ended March 31, 2012 ICICI Bank is the most valuable bank in India in
terms of market capitalization and is ranked second amongst all the companies listed on the
Indian stock exchanges. In terms of free float market capitalization. The Bank has a network
of about 1308 branches And 3,950 ATMs in India and presence in 18 countries. ICICI Bank
offers a wide range of banking products and financial services to corporate and retail
customer through a variety of delivery channels and through its specialized subsidiaries and
affiliates in the areas of investment banking, life and non-life insurance,
venture capital and asset management. Equity shares are listed in India on
Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE)
of India Limited and its American Depositary Receipts (ADRs) are listed
on the New York Stock Exchange (NYSE)

HISTORY

ICICI bank was originally promoted in 1994 by ICICI limited an Indian financial
institution and was its wholly owned subsidy of ICICI.
In the 1990s, ICICI transformed its business from development financial
institution offering only project finance to a diversified financial services group offering a
wide variety of products and services, both directly and through a number of subsidiaries
and affiliates like ICICI Bank. In1999, ICICI become the first Indian company
and the first bank or financial institution from non-Japan Asia to be listed on the NYSE .After
consideration of various corporate structuring alternatives in the context of the
emerging competitive scenario in the Indian banking industry, and the move
towards universal banking for the ICICI group's universal banking strategy.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger
of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal
Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The
merger was approved by shareholders of ICICI and ICICI Bank in January
2002, by the High Court of Gujarat at Ahmadabad in March2002, and by the
High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002.
Consequent to the merger, the ICICI group's financing and banking operations, both
wholesale and retail, have been integrated in a single entity. ICICI Bank has formulated a
Code of Business Conduct and Ethics for its directors and employees.

MOBILE BANKING
Bank on the move with ICICI bank mobile banking. With ICICI banking is no longer
what is used to be. ICICI bank offers mobile facility.

ALERT FACILITY
ICICI Bank Mobile Banking Alerts facility keeps you informed about the significant
transactions in its Accounts. It keeps you updated wherever you go.
REQUEST FACILITY
ICICI Bank Mobile Banking Requests facility enables you to query for its account
balance

ICICI Bank Online:

Banking Services provide the largest private bank in India right here at your desktops.
Banking becomes pleasure as the transactions and services become instant with ICICI
Bank online Internet banking. The services provided are totally secure and unique. These
cover online account transactions and operations, credit card and account applications
and payments, share trading and investments through mutual funds, bill payments,

Features offered by ICICI bank for internet banking:

Balance enquiry and statement
Transfer fund online
Card to card fund transfer
Use debit card online
Prepaid mobile recharge
Subscribe for mobile banking
Link bank account to ATM
Lock / activate debit cards /ATM
Request a cheque book
Stop payment
 CHAPTER:3
RESEARCH METHODOLOGY
NEED OF THE STUDY:

This study helps the company to identify its competitive position among its industrial
competitors by which the company can further improve its performance to enjoy high
reputation among clients.

This study also helps in making necessary changes in the attributes of the e-banking offered
by the banks so that the customers can enjoy the benefits of their services .

The need for the study also arises to identify and offer additional services according to the
expectations of the customers.
OBJECTIVE:
To study the various E-Banking services provided by the Indian banks to the
customers.

To study the perception of E-Banking among the customers of Public Andhra and
private (ICICI) bank.

To study the adoption of E Banking by the customers of ICICI and Andhra bank.

To compare the perception and adoption of E-Banking services in ICICI and Andhra
bank.
SCOPE OF THE STUDY:
Scope of the study is to get an overview of the E- Banking services in India with special

reference to public(Andhra)and private(ICICI) Bank and to compare the adoption of E

Banking among the public and private sector bank customers. The study mainly focuses

on the customers of three branches of ICICI and Andhra bank of Delhi region.

The outcome of the study, which are based on the above aspects can be utilized by the
marketing department of both banks.

The result of this research would help the banks to have a better understanding about the
consumers perception towards the services.

The study helps the company by creating awareness about the consumers of different ages
and income levels.

The study also enables the company to focus the consumers preferences and expectations
on the services which they offer
RESEARCH METHODOLOGY:
The study employs primary data as well as secondary data. Secondary data was collected

from different published sources. Primary data was collected by structured survey. The

survey was created online and link sent to the respondents using convenience sampling.

In the questionnaire, various internet banking applications were included from previous

Research. Later, structured questionnaire containing 15 items was developed (8 for

General perception and 7 for internet banking features) for the purpose of data collection.

DATA COLLECTION:

Both the primary and secondary data collection method has been employed to conduct

the research work the survey has been carried out by the means of structured

questionnaire which consist of 15 questions.

SAMPLING TECHNIQUE:

Sampling units of the study consist of customers of ANDHRA and ICICI banks. The
technique used in selecting the sample is non probability sampling i.e. Random sampling and
Convenience sampling.

DATA ANALYSIS:

Bar graphs
Pie charts
tables

The research methodology can be summarized as under:

Sampling unit Bank customers

Sample size 60
Sample technique Random and convenience sampling
Project instrument Standardized questionnare
LIMITATIONS OF THE STUDY:

Besides the success of the research work, there were certain limitations which were faced

The information collected is mainly primary data and the accuracy is subject to the
responses received.

Due to lack of time the good amount of data collection was not possible so research
had to rely on limited data of sample size of 60 respondents only.

The research was only focused on two banks . The ICICI bank was taken as
representative of Private sector Bank and ANDHRA was taken as representative of
Public Sector Bank .

The research only focused on few branches of Delhi region

The customers were not interested in filling questionnaire because of their busy
schedule.
 CHAPTER-5
DATA ANALYSIS AND INTERPRATATION
1.INTERNET USERS:

GENDER NUMBER PERCENTAGE

MALE 36 60%
FEMALE 24 40%

internet users

MALE
FEMALE

INTERPRATATION:
About 60% of the respondents are males. This study found a predominance of males among
Internet users in DELHI. This indicates that the percentage of male Internet users is higher
than the female internet users i.e. 40%.
 2. IN WHICH BANK, DO YOU HAVE BANK ACCOUNT?

NAME NO. OF RESPONDENTS % OF RESPONDENTS

ICICI 30 50%
ANDHRA 30 50%
TOTAL 60 100%

BANK ACCOUNT

ICICI
ANDHRA

INTERPRATION:
This chart shows 50% of the respondents having account with ICICI bank and 50% of the

respondents
 3. USERS OF E-BANKING:

USERS NO.OF USERS % OF USERS

YES 39 65%
NO 21 35%
TOTAL 60 100%

USERS OF E-BANKING
YES NO

35%

65%

INTERPRATATION:
This shows 65% of their customers are using e-banking and rest 35%are not using the e-
banking services.
 4. PREFERENCE OF ATM SERVICE

ATM SERVICES NUMBERS OF %OF RESPONDENTS

RESPOMDENTS
YES 45 75%
NO 15 25%
TOTAL 60 100%

ATM SERVICES

YES
NO

INTERPRATATION:

FromThe respondents of both the banks, we come to know that 75% of the
customers are using ATM services and 25% of the customers are not using
ATM services.
 5. Preference of bills payment:

Bill payment No. Of respondents % of respondents

Yes 42 70%
No 18 30%
Total 60 100%

bill payment

yes
no

INTERPRATATION:

From the respondents of both the customers,70% of the customers are using the
e-banking of services for bill payment and 30% of the customers are not using
of it.
 6. PREFERNCE FOR ONLINE SHOPPING:

Online shopping No. Of respondents % of respondents

Yes 39 65%
No 21 35%
Total 60 100%

online shopping

yes
no

INTERPRATATION:

From the above chart ,we can determine that 65%of the users are using the
online shopping services and 35% of the users are not availing the services.
 7. POPULARITY OF E BANKING SERVICES:

Year response %of response

0-3 years 18 30%
3-5 years 30 50%
<5 -10years 9 15%
<10 years 3 5%

popularity

1st Qtr
3-5 years
<5-10 years
<10 years

Interpretation
Majority of the respondents were using e-banking facilities provided by their bank

from last 3-5 years, that is, 50%, followed by those who are doing it from last 3 year,

then 5-10 years and very few respondents were doing it from last more than 10 years.
 8. MOST POPULAR REASONS TO USE E BANKING:

Most popular reason response %of response

Time saving 15 25%
Efficient 9 15%
convenient 27 45%
Secure 9 15%
total 60 100

reason

time saving
efficient
convenient
secure

INTERPRATATION:
The most significant contribution of e-banking for the public and private sector banks

customers, out of time saving, efficient, convenient and secure is convenience in 45%

customers view. Convenience is followed by time in 25% customers view, then it is

efficiency in 15% and security in the end in only 15% customers view
 9. While opening up the account, were you aware of E-banking services
provided by your bank?

yes 42
NO 18

awareness

no

awareness

yes

0 5 10 15 20 25 30 35 40 45

INTERPRATATION:
According to this survey majority of respondents i.e.70% were aware about E-banking
services provided by their bank and 30% of respondents were not aware about the E-banking
services provided by their bank at the time of opening up of their account because of lack of
awareness and some are using banking services from last so many years at that time bank was
not offering Ebanking service so they were not aware at that time but now they are aware
 10 .To what extent are you satisfied with your Banks E-banking
services?

Satisfaction No. of Respondents

Andhra ICICI
Highly satisfied 13 14
Satisfied 10 8
Nuetral 2 2
Dissatisfied 3 3
Highly dissatisfied 2 3
Total 30 30

highly dissatisfied

dissatisfied

nuetral
Column1
Column2
satisfied

highly satisfied

0 2 4 6 8 10 12 14

INTERPRATATION:
From this we can analysis that most of the respondents that is 13 respondents are satisfied
with the services provided by the bank. That they like the banking services provided by the
by ANDHRA bank and the bank also easily satisfied their customers. From this we can
analysis that most of the respondents that is 14 respondents are satisfied with the services
provided by the bank. That they like the banking services provided by the by ICICI bank and
the bank also easily satisfied their customers.
 11. Which of the following benefits you are availing, while Using
e-banking services?

No of users No. Of users

Benifits ANDHRA ICICI
Time saving 14 15
Inexpensive 8 8
Easy processing 4 4
Easy fund transfer 4 3
Total 30 30

14
12
10
8
6
4
2 ANDHRA
0 ICICI
ICICI
ANDHRA

INTERPRATATION:

We can analysis that the customers of ANDHRA really satisfied with the time saving facility
of E-banking. They thought that its a good for them to use the Ebanking services because its
save their time and they can easily access the service. We can easily understand that there is
not at all the biggest difference between the respondents of ANDHRA and ICICI they both
use the Ebanking services because its save their time and its easily to handle
 12. if you are not aware about E Banking services then would you like to
have information about this or would you like to get information from
the bank itself?

General information about e-banking No. Of reponse

Yes 33
No 27
Total 60

information about e banking

35
30
25
20
15 information about e
banking
10
5
0
yes
no

INTERPRATATION:

The result shows 55% respondents will like to get information from the bank itself and 45%
respondents will not like to get information from the bank itself as E-banking services is
provided by every bank so majority of respondents wants to get information about E-banking.
 13.Would you like to use e banking services after Getting the required
knowledge about the services Offered by the banks?
Get information about e banking No of response
Yes 36
No 24
Total 60

use of e banking services

yes
no

INTERPRATATION:

The result shows that 60% respondents would like to use E Banking services after getting the
required knowledge about the services offered because now a days E-banking services
considered very important and everyone use these services daily to do work easily and
quickly but 40% respondents would not like to use E Banking services after getting the
required knowledge about the services offered by the banks
14.The problem faced by peoples while use e-banking:

Reasons No. Of respondents

More time taken in fund transfer 25
Not easy for any uneducated person 30
Others 5
Total 60

problems while using e banking

more time taken

not easy for any

uneducated person
others

INTERPRATATION:

From this graph we can see that most of the persons are unsatisfied just because they are not
educated. They dont know how to use all the services and the another reason is that is takes
time in transferring the funds.
 CHAPTER-5
FINDINGS, SUGGESTIONS AND CONCLUSION
FINDINGS:
In the study the number of respondents belonging to ANDHRA bank is compared to
ICICI bank . The study revealed that the internet banking is used by 65% of
respondents. This suggests that the E banking services is increasing in usage however
there is still a long way to go.

From the feedback received through questionnaires filled by the customers of

ANDHRA and ICICI bank, it is clear that most of the customers are using the E
Banking services provided by the banks.

65% of respondents are using the e-banking services and 75% of users
Are prefer to use the ATM services.

70% of the users are using the e-banking services for bill payment and 65% are using
the online shopping services.

The e- banking services are popular among the people from last 3 years.

The most popular reason to choose the E-banking is convenient provided by it. It
saves the time and efforts of a person to visit the branch fro depositing the cash. These
all things can be done by the internet banking.

The people are satisfied with the services provided by both the banks.

The most of people are using the internet banking to avail the benefit of time saving.
This is the most important thing that can make the consumer satisfy towards their
bank.

The major drawback of it is not useful for the uneducated people. Those people dont
know how to operate it and what are the benefits if they are using the e-banking.
 SUGGESTIONS:
.
To promote E Banking services and to have a bank wide usage and adoption it

is necessary that banks educate the non using customers about the benefits and

advantages of E Banking.

Banks should look forward to have some tie ups with other financial institutions

to increase the service base.

The major concerns of E Banking are security threats and privacy issues which

will have to be dealt with to ensure long term survival. More technologically

advanced security features should be deployed by the banks.

Mobile banking is also getting popular in the segment of internet banking SBI is

providing mobile banking with limited features.

To keep pace with the private sector banks The Public sector banks need to provide
more mobile features.

The service charges of E Banking services should be nominal to attract more

customers and increase the customer base.

The employees of public sector banks should be trained about the E Banking

services so that they can further encourage and educate the customers to use E

Banking services.
CONCLUSION:

E-banking has become a necessary survival weapon. Today, the click of the
mouse offers customers banking services at a much lower cost and also
empowers them with unprecedented freedom in choosing vendors for their
financial service needs. Banks have to upgrade and constantly think of new
innovative customized packages and services to remain competitive. Banks
have come to realize that survival in the new e-economy depends on
delivering some or all of their banking services on the Internet while
continuing to support their traditional infrastructure. The rise of E-
banking is redefining business relationships and the most successful banks
will be those that can truly strengthen their relationship with their
customers. Without any doubt, the international scope of E banking
provides new growth perspectives and Internet business is a catalyst for
new technologies and new business processes.
 CHAPTER -6
BIBLIOGRAPHY
BOOKS:

Kothari, C.R, "Research Methodology "WishwaPrakashan, Delhi, 2004

C.H Gupta(2004)-E banking in India
Banking service operation(ICFAI)
K.C Sharma(2007)-Indian
Money and Banking

WEBSITES:
www.scribbed.com
www.slideshare.com
www.icicibank.com
www.andhrabank.com
https://en.wikipedia.org/wiki/online-banking
www.google.com
www.wikipedia.com
CHAPTER-7

ANNEXURES
 QUESTIONNARE:

Name: __________________________

sex (a) Male______________ (b)Female______________

1)Are you a internet user?

Male
female

2) In which bank, do you have account?

ICICI

ANDHRA

3)Are you a user of e-banking?

Yes

No

4) Do you prefer ATM services?

yes

no

5)Do you prefer e-banking for bills payment?

yes

no

6) Do you prefer online shopping?

yes

No

7) From how much years you are using these services?

0-3 years

3-5 years

5-10 years

<10 years
 8) Why you choose e-banking?

Time saving

Efficient

Convenient

Secure

9) While opening account in bank ,are you aware about the services?

Yes

No

10) To what extent, you are satisfied with the services provided by your bank?

Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

11) Which of the following benefits you are availing, while Using
e-banking services?
Time saving
Inexpensive
Easy process
Easy fund transfer
12) if you are not aware about E Banking services then would you
like to have information about this or would you like to get
information from the bank itself?
Yes
No
13) .Would you like to use e banking services after Getting the
required knowledge about the services Offered by the banks?
 Yes
No

14) Would you like to use e banking services after Getting the
required knowledge about the services Offered by the banks?

Yes
No