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Project Report On e Banking PDF
Project Report On e Banking PDF
INTRODUCTION
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INTRODUCTION
This chapter deals with the introductory framework of the research. This chapter
talks about the concept of E Banking services of banking industry in India, profiles
of banks under the study, and also about the objectives, scope, research
methodology and the hypotheses framed and adopted for the research study.
Overview:
The Indian banking sector has emerged as one of the strongest drivers of India‘s
economic growth. The Indian banking industry (US$ 1.22 trillion) has made outstanding
advancement in last few years, even during the times when the rest of the world was
struggling with financial meltdown. State Bank Of India is the largest nationalized Bank
in the country in terms of Branch Network, Total Business, Advances, Operating Profit
and Low Cost CASA Deposits. The ICICI is amongst the first to receive an 'in principle'
approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as
This chapter provides brief information about the E Banking services of the SBI and
ICICI bank .Along with it, the chapter includes the objectives and methodology which
E-banking:-
Internet banking (or E-banking) means any user with a personal computer and
a browser can get connected to his banks website to perform any of the virtual
banking functions. In Internet banking system the bank has a centralized database that i s
w e b - e n a b l e d . Internet banking is the term used for new age banking system. Internet
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banking is also called as online banking and it is an outgrowth of PC banking. Internet
banking uses the internet as the delivery channel by which to conduct banking activity,
for example, transferring funds, paying bills, viewing checking and savings account
one of the various domains of commerce. It is difficult to infer whether the internet tool
has been applied for convenience of bankers or for the customers‘ convenience. But
providing more convenience to customers. Without even interacting with the bankers,
customers transact from one corner of the country to another corner. There are many
there are no geographical barriers and the services can be offered at a minuscule cost
(IAMAI‘s, 2006). Electronic banking has experienced explosive growth and has
In its very basic form, e-banking can mean the provision of information about a bank and
its services via a home page on the World Wide Web (WWW). More sophisticated e-
banking services provide customer access to accounts, the ability to move their money
between different accounts, and making payments or applying for loans via e-Channels.
The term e-banking will be used in this book to describe the latter type of provision of
or another business. To understand the electronic distribution of goods and services, the
work of Report and Sviokla (1994; 1995) is a good starting point. They highlight the
differences between the physical market place and the virtual market place, which they
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describe as an information-defined arena. In the context of e-banking, electronic delivery
such as the Internet? Many banks and other organizations are eager to use this channel to
deliver their services because of its relatively lower delivery cost, higher sales and
potential for offering greater convenience for customers. But this medium offers many
more benefits, which will be discussed in the next section. A large number of
organizations from within and outside the financial sector are currently offering e-
banking which include delivering services using Wireless Application Protocol (WAP)
phones and Interactive Television. Many people see the development of e-Banking as a
step in banking evolution. Just like ATMs, it gives consumers another medium for
conducting their banking. The fears that this channel will completely replace existing
channels may not be realistic, and experience so far shows that the future is a mixture of
―clicks (e-banking) and mortar (branches)‖. Although start up costs for an internet
banking channel can be high, it can quickly become profitable once a critical mass is
achieved.
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Fig.1.1 E-Banking Services
EVOLUTION OF E-BANKING
There have been significant developments in the e-financial services sector in the past 30
years. According to Devlin (1995), until the early 1970s functional demarcation was
predominant with many regulatory restrictions imposed. One main consequence of this
was limited competition both domestically and internationally. As a result there was
heavy reliance on traditional branch based delivery of financial services and little
pressure for change. This changed gradually with deregulation of the in-E-Banking
permission of IGI Global is prohibited industry during 1980s and 1990s, whilst during
this time, the increasingly important role of information and communication technologies
brought stiffer competition and pressure for a faster pace of change. The Internet is a
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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
resulting into reduced per transaction cost. The greatest advantage of Internet banking is
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.
3. One can access and operate one‘s account from anywhere in the world.
4. The extensive, geographically divergent, traditional brick and mortar structure of the
6. Easy, convenient, efficient and speedy banking services both for the bank and the
customer.
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7. Transaction is automatically reconciled and posted in all required data tables, thus
The basic steps involved in completing transactions through Internet banking are
extremely simple and are available in a user-friendly environment. One does not
through internet banking. The availability of a user-friendly demo version of the site as
well as on-line help means that even first time users are able to use the facility. The entire
5. Logout
SERVICES
Internet banking service offers banking services on-line with the same personal effort that
is received at the branch. On-line request are processed by a proactive team of personal
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4. Requesting for a draft on-line to be couriered at the mailing address specified by the
customer
5. Transferring funds between one accounts of the customer to another account of the
same customer.
The internet banking service adds more value to NRIs who can view their balances online
and also effect fund transfer, just at the click of a mouse. Moreover, Internet banking has
no time zones and is accessible round the clock without restricting it to any geographical
boundary.
Despite the fact Internet banking has come to revolutionize the whole way the banking is
transacted in modern times, it is not free from criticism. Following are some of the
1. Needs a Computer
In order to use the Internet banking services, the user needs a computer and time to log on
to the website of the bank. This means that the target clientele is restricted to those who
have a home PC or can access the net through the office or cyber cafes. The customer has
to pay every time to check the balance. This can be done free at an ATM.
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2. Restricted Use
Another drawback of Internet banking is that it is not possible that all transactions can be
carried out electronically. Many deposits and some withdrawals require the use of postal
The use of Internet banking requires the use of uninterrupted telecommunication facility.
Where phone connections are not perfect and where on a home PC the modem often gets
4. Slow Browsing
financial products that are made available in the website of the bank. Navigating around
websites on home computers is often slow and frustrating. Pages take inordinately long
time to load and, as Internet users have a particularly low irritation threshold; a few
5. Lack of Trust
The use of Internet banking services depend much on the trust reposed by the customers
imperative that Internet start-ups gain the trust of depositors before they will make
deposits. Customers may get less protection that with established banks.
6. Absence of Validity
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7. Safety Problem
channel. This dissuades the customers in making popular use of the Internet banking It is
to be noted that most of the problems mentioned above are in the nature of teething
problems and bankers are quite alive to them and it is expected that these would be
There is a fear that in banking and in any other industry, the Internet may destroy basic
business pricing models. At the same time, it also opens up abundant opportunities. The
major issues relating to the use of Internet in the realm of banking and financial services
1. Sustainability
The internet banking creates perfect market conditions where customers have access to
more information and can more readily compare rates and financial products offerings.
This would pose considerable problems for banks as it would be difficult for them to
differentiate quality of customer service pricing and reliability through internet channels.
This would ultimately affect the banks sustainability as regards profit margins.
2. No Entry Barriers
Internet banking has no entry barriers. This encourages even new banks to establish a
physical distribution channel to successfully compete with current banking majors. This
way, Internet banking makes possible new start-up players to launch retail banking
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3. Cost Factor
Many a time, Internet banking has resulted in pushing up the cost of bank operations.
This may be due to fact that banks that start Internet banking operations, although
automate their front-end process for the customers, still largely depend upon manual
processes at the backend. A case in point is that the Internet customers receive their
statement on-line but paper – statements are also sent. Similarly, customers complete
account opening application on-line which is sent electronically to the bank. Many banks
print the account application and enter the application data into another system, thereby
increasing the operational overheads. Similarly, mail and distribution costs are still
The development of Internet banking allows for the efficient delivery of a wide variety of
delivering channels such as ATMs, phone banking, on-line banking etc. However,
customers, by and large, support traditional branch banking. Moreover, Internet based
transactions are generally not fully automated, as the same may require additional
5. No Float Benefit
For quite a long time, banks are traditionally taken benefits of income from floats, the
short term us of funds during the period the funds are allowed to reach the destination.
The revenue from these resources will reduce since electronic channel like Internet
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6. Marketing Challenges
The proliferation of Internet Banking throws a challenge to the banking sector in that it
allow for the provision of efficient banking service. It often becomes difficult for the
7. Marketing Advantage
Internet banking facilitates easy marketing of banking and financial products and
services. For instance, it allows customers to easily compare all the products and sign-up
New players in the realm of Internet banking would find the going advantageous to them.
They command cost advantage over the older banks. This would prompt the new banks to
indulge in undercutting of prices, thus paving the way for greater competition to old
banks.
9. Higher Ratings
Generally, stock markets tend to form a conservative opinion about old banks because of
their slow rate in adoption of technology. On the other hand, the internet advantage
would enable the new entrants to secure higher ratings. This would help them raise
money needed for business cheaply. This way, the new banks would attack the old banks
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E banking support services:
WEB LINKING
A large no. of financial institution maintains sites on the websites are strictly
informational while others also offers to customers the ability to perform financial
WIRELESS E BANKING
Wireless banking is the delivery channel that can extend the reach and enhance the
convenience of Internet banking products and services. Wireless banking occurs when
customers access a financial institution's network(s) using cellular phones, pagers, and
wireless networks. Wireless banking services in the United States typically supplement a
PERSON-TO-PERSON
consumers to send ―money‖ to any person or business with an e-mail address. Under this
transfer funds to another Individual. The payment service then sends an e-mail notifying
the individual that the funds are available and informs him or her of the methods
available to access the funds including requesting a check, transferring the funds to an
account at an insured financial institution, transmitting the funds to someone else. Person-
to-person payments are typically funded by credit card charges transfer from the
consumer‘s account at a financial institution. Since neither the payee nor the payer in the
transaction has to have an account with the payment service, such services may be
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offered by an insured financial institution, but are frequently offered by other businesses
There are four types of plastic cards being used as media for making payments. These
are:
1. Credit Card
2. Debit Card
3. Smart Card
4. ATM Card
1. CREDIT CARDS: - The credit card enables the cardholders to: Purchase any item
like clothes, jewellery , railway/air tickets, etc. Pay bills for dining in a restaurant or
boarding and lodging in hotel Avail of any service like car rental, etc.
his account by a bank. Thus it is like an electronic purse, which can be read and debited
by the required amount .It may be noted that while through a credit card, the customer
first makes a purchase or avails service and pays later on, but forgetting the debit card, a
customer has to first pay the due amount and then make a purchase or avail the service.
For this reason, debit card are not as popular as credit cards.
3. SMART CARDS: -Smart Cards have a built-in microcomputer chip, which can be
used for storing and processing information. For example, a person can have a smart card
from a bank with the specified amount stored electronically on it. As he goes on making
transactions with the help of the card, the balance keeps on reducing electronically. When
the specified amount is utilized by the customer, he can approach the bank to get his card
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validated for a further specified amount. Such cards are used for paying small amounts
4. 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.
COMPANY PROFILE:
SBI
State Bank of India (SBI) is a multinational banking and financial services company
Maharashtra. Bank of Madras merged into the other two presidency banks—Bank of
Calcutta and Bank of Bombay to form the Imperial Bank of India, which in turn became
the State Bank of India. The Government of Indianationalised the Imperial Bank of
India in 1955, with the Reserve Bank of India taking a 60% stake, and renamed it the
State Bank of India The State Bank of India was named the 29th most reputed company
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in the world according to Forbes 2009 rankings and was the only bank featured in the
The roots of the State Bank of India lie in the first decade of 19th century, when the Bank
of Calcutta, later renamed the Bank of Bengal was established on 2 June 1806. The Bank
of Bengal was one of three Presidency banks, the other two being the Bank of Bombay
(incorporated on 15 April 1840) and the Bank of Madras (incorporated on 1 July 1843).
All three Presidency banks were incorporated as joint stock companies and were the
result of the royal charters. These three banks received the exclusive right to issue paper
currency till 1861 when with the Paper Currency Act; the right was taken over by the
Government of India. The Presidency banks amalgamated on 27 January 1921, and the
re-organized banking entity took as its name Imperial Bank of India. The Imperial Bank
Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank of
India, which is India's central bank, acquired a controlling interest in the Imperial Bank
of India. On 30 April 1955, the Imperial Bank of India became the State Bank of India.
The government of India recently acquired the Reserve Bank of India's stake in SBI so as
to remove any conflict of interest because the RBI is the country's banking regulatory
authority.
In 1959, the government passed the State Bank of India (Subsidiary Banks) Act, which
September 2008, when the State Bank of Saurashtra merged with SBI.
SBI has acquired local banks in rescues. The first was the Bank of Behar (est. 1911),
which SBI acquired in 1969, together with its 28 branches. The next year SBI acquired
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National Bank of Lahore (est. 1942), which had 24 branches. Five years later, in 1975,
SBI acquired Krishnaram Baldeo Bank, which had been established in 1916 in Gwalior
State, under the patronage of Maharaja Madho Rao Scindia. The bank had been the
Dukan Pichadi, a small moneylender, owned by the Maharaja. The new banks first
manager was Jall N. Broacha, a Paris. In 1985, SBI acquired the Bank of Cochin
in Kerala, which had 120 branches. SBI was the acquirer as its affiliate, the State Bank of
In early 1990‟s more than 7000 branches were using traditional manual
procedures.
Very few changes were brought in those procedures as per the need of time.
2001 - KMPG appointed consultant for preparing IT Plan for the Bank.
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2002 – All branches computerized but on decentralized systems, there the
2008- more than 6500 branches (95% of business) on Core Banking Solution
(CBS).
Internet Banking facility for Corporate customers were also launched in early
2008.
More Interfaces developed with e-Commerce & other sites through alternate
Large network is playing the role of backbone for connectivity across the country.
ATM
SBI provides easy access to money to its customers through more than 8500 ATMs in
India. The Bank also facilitates the free transaction of money at the ATMs of State Bank
Group, which includes the ATMs of State Bank of India as well as the Associate Banks –
State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Indore, etc. You
may also transact money through SBI Commercial and International Bank Ltd by using
Personal Banking
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SBI Car Loan Rent Plus Scheme
Other Services
Agriculture/Rural Banking
NRI Services
ATM Services
De mat Services
Corporate Banking
Internet Banking
Mobile Banking
International Banking
RBIEFT
E-Pay
E-Rail
Broking Services
Gift Cheques
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ICICI
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
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,
ICICI Bank is one of the big four banks of India, along with State Bank of India, Punjab
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ICICI Bank is India‘s 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
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
HISTORY
ICICI bank was originally promoted in 1994 by ICICI limited an Indian financial
I n t h e 1 9 9 0 s , I C I C I t r a n s f o r m e d i t s b u s i n e s s f r o m 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
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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
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
ALERT FACILITY
ICICI Bank Mobile Banking Alerts facility keeps you informed about the significant transactions
REQUEST FACILITY
ICICI Bank Mobile Banking Requests facility enables you to query for its account
balance
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
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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,
statement generation and a virtual demo of each service. See in brief in final report.
Stop payment
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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 (SBI) and
To study the adoption of E Banking by the customers of ICICI and SBI bank.
To compare the perception and adoption of E-Banking services in ICICI and SBI
bank.
SCOPE:
Scope of the study is to get an overview of the E- Banking services in India with special
Banking among the public and private sector bank customers. The study mainly focuses
on the customers of three branches of ICICI and SBI bank of Delhi region.
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
general perception and 7 for internet banking features) for the purpose of data collection.
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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
SAMPLING TECHNIQUE:
Sampling units of the study consist of customers of SBI and ICICI banks. The technique
used in selecting the sample is non probability sampling i.e. Random sampling and
Convenience sampling.
DATA ANALYSIS:
Mean,
Standard Deviation,
T-test.
TOOLS USED:
M S Excel
SPSS
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HYPOTHESIS:
H01: There is no equal preference of the various e banking services among SBI bank.
HA1: There is equal preference of the various e banking services among SBI bank.
H02: There is no equal preference of the various e banking services among ICICI bank.
HA2: There is equal preference of the various e banking services among ICICI bank.
H03: There is no equal preference of usage of the e banking services among SBI bank.
HA3: There is equal preference of usage of the e banking services among SBI bank.
H04: There is no equal preference of usage of the e banking services among ICICI bank.
HA4: There is equal preference of usage of the e banking services among ICICI bank.
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CHAPTER - 2
LITERATURE REVIEW
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LITERATURE REVIEW
This chapter deals with the various research studies related to the customer
perception towards E banking. The relationship between the Internet banking and
Rajesh Kumar Srivastava (2011) investigated that Internet banking is still at infancy
stage in the world. Many studies focused on usage of internet banking but many factors
on non-usage were overlooked. This research was carried out to validate the conceptual
model of internet banking. The causes were identified and researched through correcting
the causative factors so that internet banking can be used by more people. The research is
focused on what are the customer‘s perceptions about internet banking and what are the
drivers that drive consumers. How consumers have accepted internet banking and how to
improve the usage rate were the focus of research area in this study. Qualitative
exploratory research using questionnaire was applied. 500 respondents were selected for
study after initial screening. They were all bank customers. The study revealed that
education, gender, income plays an important role in usage of internet banking. Not much
research has been done on these areas as they were focused more on the acceptance of
technology rather than on people. The research corroborated the conceptual framework
stating that if skills can be upgraded there will be greater will to use internet banking by
consumers. Inhibitory factors like trust, gender, education, culture, religion, security, and
price can have minimal effect on consumer mindset towards internet banking.
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Rao et al. (2011) identified a theoretical framework of Internet banking in India and
found that as compared to banks abroad, Indian banks offering online services still have a
long way to go. For online banking to reach a critical mass, there has to be sufficient
number of users and the sufficient infrastructure in place. I.T. has introduced new
services in the banking industry. Internet banking is becoming more and more popular
today, as is banking via digital television. Beyond doubt, a substantial part of the future
of banking business lies in a banking environment that is less and less branch-based and
where customers are able to access banking services remotely. The automated service
quality research has been limited to relationship management rather than service quality
Corrocher (2011) investigated the determinants of the Internet technology adoption for
the provision of banking services in the Italian context and also studied the relationship
between the Internet banking and the traditional banking activity, in order to understand
complements by the banks. According to the results of the empirical analysis, banks seem
to perceive Internet banking as a substitute for the existing branching structure, although
there is also some evidence that banks providing innovative financial services are more
inclined to adopt the innovation than traditional banks. Technology has had a remarkable
Prof.K.T. Geetha1 & V.Malarvizhi (2011) had investigated that the factors which are
affecting the acceptance of e-banking services among the customers and also indicates
level of concern regarding security and privacy issues in Indian context. Primary data was
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collected from 200 respondents through a structured questionnaire. Descriptive statistics
was used to explain demographic profile of respondents and Factor and Regression
analyses were used to know the factors affecting e-banking services among customer in
India. The finding depicts many factors like security and privacy and awareness level
increased the acceptance of e-banking services among Indian customers. The finding
shows that if banks provide them necessary guidance and ensure safety of their accounts,
Arne Floh (2011) examined the importance of online loyalty such as trust, quality of the
Web site, quality of the service and overall satisfaction. Rather than investigating which
factors drive customers to use online banking instead of offline banking, this paper
addresses the problem of how to keep customers online and loyal to a specific supplier. A
survey among more than 2,000 customers of an Austrian online bank was conducted and
a structural equation modeling approach was used to gain important insights into how
customer retention in the online banking business can be ensured. Satisfaction and trust
R.GEETHA(2011) had explained that the Online banking or Internet banking allows the
protected website operated by their retail or virtual bank. Normally the customer would
have to make a trip to the bank to do these transactions, but with the advent of internet
banking the ease of account operation for customers has gone up. All the customer
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requires is a PC with an internet connection and internet banking login id and password
Sankaran, Vidya (2010) aim was to find out the customers perception to internet
banking and also tries to examine whether there is any relation between various
demographic variables and customers perception about internet banking. The sample
consisted of 200 bank customers, 54 from State Bank of India, 44 from ICICI, 27 from
HDFC, 19 from other private sector banks, and 56 from other public sector banks. The
convenience sampling technique was adopted for selecting the respondents. Tool for
measuring the variables was developed by the researcher with the help of previous
studies. A questionnaire was developed on a five point likert scale. The reliability and
Malhotra, Pooja & Singh, B. (2010) investigates present status of Internet banking in
India and the extent of Internet banking services offered by Internet banks. In addition, it
seeks to examine the factors affecting the extent of Internet banking services. The data
for this study are based on a survey of bank websites explored during July 2009. The
employed to explore the determinants of the extent of Internet banking services. The
results show that the private and foreign Internet banks have performed well in offering a
wider range and more advanced services of Internet banking in comparison with public
sector banks. Among the determinants affecting the extent of Internet banking services,
size of the bank, experience of the bank in offering Internet banking financing pattern and
ownership of the bank are found to be significant. The primary limitation of the study is
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the scope and size of its sample as well as other variables (e.g. market, environmental,
regulatory etc) which may have an effect on the decision of the banks to offer a wide
range of Internet banking services. The purpose of the study is to help fill significant gaps
in knowledge about the Internet banking landscape in India. The findings are expected to
be of great use to the government, regulators, commercial banks, and other financial
institutions, e.g. co-operative banks planning to offer Internet banking bank customers
and researchers. An understanding of the factors affecting the extent of Internet banking
services is essential both for economists studying the determinants of growth and for the
creators and producers of such technologies. Moreover, this paper contributes to the
Dr. Saroj K. Datta (2010) concluded that the factors which are affecting the acceptance
of e-banking services among adult customers and also indicates level of concern
regarding security and privacy issues in Indian context. Primary data was collected from
200 respondents, above the age of 35, through a structured questionnaire. Statistical
and also Factor and Regression analyses were used to know trend of internet use and
factors affecting e-banking services among adult customer in India. The finding depicts
many factors like security & privacy, trust, innovativeness, familiarity, awareness level
increase the acceptance of E Banking services among Indian customers. The finding
shows that in spite of their security and privacy concern, adult customers are willing to
adopt online banking if banks provide him necessary guidance. Based on the results of
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current study, Bank‘s managers would segment the market on the basis of age group and
take their opinion and will provide them necessary guidance regarding use of online
banking.
Polaris Software Lab (2010) had this study Polaris Software Lab Limited (POLS.BO),a
state-of-the-art technology and four patents filed by the Indian Institute of Technology
Madras. IndusInd Bank has become the first bank in India to implement Intellect(TM)
PRIVACY, an online and internet banking security card, for its internet banking
customers. The technology will protect customers and banks from practically all kinds of
phishing attacks, viz. deceptive e-mail, key/screen logger, brute force/dictionary attacks
and Trojans, etc .Intellect PRIVACY uses multi factor ,dynamic authentication
programmer, said, "At IIT Madras, the Department of Computer Science and Engineering
internet security technology that is cost efficient and easy to use in a rapidly growing e-
Azouzi, D. (2009) this paper aims to check if the current and prompt technological
revolution altering the whole world has crucial impacts on the Tunisian banking sector.
Particularly, this study seeks some clues on which we can rely in order to understand the
purpose, an empirical research is carried out in Tunisia and it reveals that panoply of
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factors is affecting the customers-attitude toward e-banking. For instance; age, gender
and educational qualifications seem to be important and they split up the group into
electronic banking adopters and traditional banking defenders and so, they have
shows that despite the presidential incentives and in spite of being fully aware of the e-
baking‘s benefits, numerous respondents are still using the conventional banking. It is
worthy to mention that the fear of loss because of transactions errors or hackers plays a
Elizabeth Daniel (2009) concluded that the newest delivery channel to be offered by the
retail banks in many developed countries and there is wide agreement that this channel
will have a significant impact on the market. Aims to quantify the current provision of
electronic services by major retail banking organizations in the UK and the Republic of
Ireland. Additional in- sight into the banks' adoption of this new channel is gained by
exploring two areas important in the analysis of new offerings, that is: an organization‘s
approach to innovation; and their view of the current and future markets. By use of a
mailed questionnaire, it was found that 25 per cent of the banks in the UK and the
Republic of Ireland which responded to this survey are already offering online
transactional services to consumers in their homes. The largest group of respondents (50
per cent) is those that are currently testing or developing such ser- vices, while just 25 per
cent of the respondents were in organizations not providing or developing such services.
It is also found that the organization‘s vision of the future, their prediction of customer
34
acceptance, which tends to be very low, and their organizational culture of innovation are
the most important of the suggested factors in their adoption of electronic delivery.
Hill (2009) conducted a study concerned with identifying the characteristics of online
influence the acceptance of electronic self-service tools, such as online banking. The
result of the study was that people who use such services are young, trendy and high
earning. They actively seek out online banking tools, and they want to conduct all
B. Dizon, J.A. (2009) have founded that "E- Baking‘s appeal is primarily its
convenience. Clients now a day‘s want instant results; they don't want to wait anymore,"
said Francisco M. Caparros, Jr., senior vice-president of Asia United Bank and president
of Banc Net. It's also turned out to be a more efficient way to process transactions, as e-
banking does away with most of the paperwork that clients have to accomplish. "A lot of
people don't like filling forms," Mr. Caparros added. "Online banking, in particular, relies
first vice- president and marketing group head for Sterling Bank of Asia. These anti- theft
barriers are at times supplemented by transaction passwords and "tokens", often a key
chain-like device that is issued to the client and generates random, one-time passwords to
enable him to log into his account online. Last year, the Rural Bank Association of the
Philippines announced that its members are looking to appoint local merchants like sari-
sari stores as third party agents where consumers can open new accounts and make large
35
payments. Such informal outlets will enable banks to reach out to small-income
businesses and individuals, particularly those in the agrarian sector, most of who are
Uppal, R.K. & Chawla, R. (2009) highlights the customer perception regarding e-
Punjab. The respondents were equally divided among three bank groups namely, public
sector, private sector and foreign banks. The present study investigates the perceptions of
services, bank frauds, future of e banking, preference of bank customers regarding banks,
comparative study of banking services in various bank groups, preferences regarding use
of e-channels and problems faced by e-bank customers. The major finding of this study is
that customers of all bank groups are interested in e-banking services, but at the same
time are facing problems like, inadequate knowledge, poor network, lack of
account. Keeping in mind these problems faced by bank customers, this paper frames
business class customers as well as highly educated and less educated customers also feel
Tero pikkarainin (2008) concluded that advances in electronic banking technology have
created novel ways of handling daily banking affairs especially via the online banking
36
channel. The acceptance of online banking services has been rapid in many parts of the
world and in the leading e banking countries the number of e banking contracts has
technology acceptance model (TAM), which is leveraged into the online environment.
On the basis of the focus group interviewed with banking professionals, TAM literature
and banking studies we develop a model indicating online banking acceptance among
private banking customers in Finland. The model was tested with the survey sample of
268 respondents. The finding of the study indicates that perceived usefulness and
information on online banking on the web site were the main factors influencing online
banking acceptance.
Reeti, Sanjay, and Malhotra, A. (2008) examined about the Customers‘ perspectives
factors affecting customer perception and attitude towards and satisfaction with e-
economy like India. To gain this understanding in respect of Indian customers, the study
was conducted on respondents taken from the northern part of India. The major findings
depict that customers are influenced in their usage of e-banking services by the kind of
account they hold, their age and profession, attach highest degree of usefulness to balance
enquiry service among e-banking services, consider security &trust most important in
affecting their satisfaction level and find slow transaction speed the most frequently faced
37
Hsun, K.S. (2008), this study considers the coherence of the financial service sector and
adopts different observational variables to identify innovation capital (training and R&D
density) and process capital (IT system sufficiency). The results show that human capital
has a direct impact on both innovation capital and process capital, which in turn affect
addition, there is a negative relationship between process capital and customer capital in
the financial service sector. It suggests that in the financial service sector, customer
investment on the support of e-banking operation systems may not be a good answer.
Malhotra, P. & Singh, B. (2007) stated that the larger banks, banks with younger age,
private ownership, and higher expenses for fixed assets, higher deposits and lower branch
intensity evidence a higher probability of adoption of this new technology. Banks with
lower market share also see the Internet banking technology as a means to increase the
market share by attracting more and more customers through this new channel of
delivery. Further, the adoption of Internet banking by other banks increases the
probability that a decision to adopt will be made .An understanding of the factors
affecting this choice is essential both for economists studying the determinants of growth
and for the creators and producers of such technologies. From this perspective,
relevant from the policy point of view. Moreover, the studies on the adoption of financial
38
Hence, this paper contributes to the empirical literature on diffusion of financial
Forrester Research, December (2007) Research from the GfK Group shows that the
number of online shoppers in six key European markets has risen to 31.4 percent from
27.7 percent last year. This means that 59 million Europeans use the Internet regularly for
shopping purposes. However, not only does the number of online shoppers grow, the
volume of their purchases also increases over-proportionally. In the US, online sales are
forecasted to exceed $36 billion in 2002, and grow annually by 20.9 percent to reach $81
billion in 2006. Europeans are spending more money online as well. For instance,
Europe‘s largest discount carrier, easy Jet Airline Co., sold $80 million more tickets
online in the six months ended March 31 than it did a year earlier Whereas combined
revenues for Amazon.com‘s European operations grew at more than 70 percent annually
Shah & Braganza (2007) indicates the Critical Success Factors in e-banking and the
author suggest in this article that the organizational factors, which are critical to the
factors as key to success and generally based on subjective, perceptual data. A synthesis
of existing literature is a basis for survey questions. The data was collected from UK
based financial sector organizations who are offering their services on electronic
channels, using postal questionnaires. The top factors found to be most critical for the
39
services expansion, systems integration and enhanced customer service. An important
lesson from this research is that organizations need to view the e-banking initiative as a
business critical area rather than just a technical issue. They need to give attention to
internal integration, which may include channels, technology and business process
Awamleh (2006) analyses the internet banking channels and service preferences of
educated banking consumers in the UAE and examines the factors influencing the
intention to adopt or to continue the use of internet banking among both users and non
users of internet banking. It is shown that although the banking sector in the UAE is a
regional leader, internet banking in the UAE is yet to be properly utilized as a real added
value tool to improve customer relationship and to attain cost advantages. The
Technology Acceptance Model (TAM) was used to identify factors influencing the
intention to adopt and continued use of internet banking customers. Data was collected
from internet banking users and potential users in the United Arab Emirates and factor
analyses and multiple regression analyses were conducted to examine the data. Relative
usefulness is introduced as one of the factors and is defined as the degree to which a new
users and non-users on six of the seven factors identified. Further, it was revealed that
relative usefulness, perceived risk, computer efficacy and image had a significant impact
on continued usage of internet banking for IB Users, while relative usefulness and result
demonstrability were the only ones significant for Non-users of internet banking. The
effects of age, gender, income, and e-commerce users also explored. Result
40
demonstrability is significant for all categories of non-users except for those with income
below AED 7,000.Implications of results were discussed, and future research directions
outlined.
Bauer, Malik & Falk (2006) reviews the measuring the quality of E-Banking portals. In
the internet economy, the business model of web portals has spread rapidly over the last
few years. Despite this, there have been very few scholarly investigations into the
services and characteristics that transform a web site into a portal as well as into the
dimensions that determine the customer‘s evaluation of the portal‘s service quality. Based
on an empirical study in the field of e-banking the authors validate a measurement model
for the construct of web portal quality based on the following dimensions: security and
trust, basic services quality, cross-buying services quality, added value, transaction
classified into three service categories: core services, additional services, and problem-
starting point for establishing an effective quality management for their e-businesses.
Kamiya (2006) explains that Indian banks are trying to make your life easier. Not just
bill payment, you can make investments, shop or buy tickets and plan a holiday at your
fingertips. In fact, sources from ICICI Bank tell us, "Our Internet banking base has been
growing at an exponential pace over the last few years. Currently around 78 per cent of
the bank's customer base is registered for Internet banking." To get started, all you need is
41
a computer with a modem or other dial-up device, a checking account with a bank that
offers online service and the patience to complete about a one-page application--which
can usually be done online. You can avail the following services: Bill payment Services,
Fund Transfer, Credit Card, Internet shopping, and Investment though Internet etc.
Due to the Internet banking the life of an individual becomes easy and raises the standard
Veneeva (2006) explains that the world is changing at a staggering rate and technology is
considered to be the key driver for these changes around us. Many activities are handled
workplace. Internet can be seen as a truly global phenomenon that has made time and
distance irrelevant to many transactions. The evolution of electronic banking started from
the use of automatic teller machines (ATM) and has Passed through telephone banking,
direct bill payment, electronic fund transfer and the revolutionary online banking .The
banking and interactive-TV banking (Petrus & Nelson, 2006). But it has been forecasted
that among all the categories, online banking is the future of electronic financial
transaction. The rise in the e-commerce and the use of internet in its facilitation along
with the enhanced online security of transactions and sensitive information has been the
T.C. Edwin Cheng,(2006)This study investigates how customers perceive and adopt
Internet Banking (IB) in Hong Kong. We developed a theoretical model based on the
42
Technology Acceptance Model (TAM) with an added construct Perceived Web Security,
sample of customers of IB from the Yellow Pages, and obtained 203 usable responses.
We analyzed the data using Structured Equation Modeling (SEM) to evaluate the strength
of the hypothesized relationships, if any, among the constructs, which include Perceived
Ease of Use and Perceived Web Security as independent variables, Perceived Usefulness
and Attitude as intervening variables, and Intention to Use as the dependent variable. The
results provide support of the extended TAM model and confirm its robustness in
predicting customers? Intention of adoption of IB. This study contributes to the literature
by formulating and validating TAM to predict IB adoption, and its findings provide
Hans H. Bauer 16 September 2006 says that the mobile payment services markets are
currently under transition with a history of numerous tried and failed solutions, and a
future of promising but yet uncertain possibilities with potential new technology
innovations. At this point of the development, we take a look at the current state of the
mobile payment services market from a literature review perspective. We review prior
literature on mobile payments, analyze the various factors that impact mobile payment
services markets, and suggest directions for future research in this still emerging field. To
facilitate the analysis of literature, we propose a framework of four contingency and five
competitive force factors, and organize the mobile payment research under the proposed
43
trust are best covered by contemporary research. The impacts of social and cultural
payment services are entirely uninvestigated issues. Most of the factors outlined by the
SUMMING UP:
Review of literature has analyzed current knowledge including essential findings as well
research studies on customer perception towards E Banking has helped the researcher to
44
CAPTER -3
DATA PRESENTATION
AND
DATA ANALYSIS
45
This chapter deals with the statistical analysis of data collected using the research
instrument. Analysis of the data was carried out by using both MS Excel and SPSS
(Statistical Package for Social Sciences) version 20.0 to understand the Adoption of
Overview:
In this chapter, the results of the empirical analysis are reported and presented. The
presentation proceeds with an analysis of descriptive statistics of the variables under the
study. The statistical programme used for the analysis and presentation of data in this
research is the Statistical Package for the Social Sciences (SPSS) version 20. To facilitate
ease in conducting the empirical analyses, the results of the descriptive analyses are
presented first, followed by the inferential statistical analysis. All statistical test results
were computed at the 2-tailed level of significance accordance with the non-directional
hypotheses presented.
N %
Valid 25 25.0
46
Table 3.2 Reliability Statistics
.825 23
The reliability coefficient i.e. cronbanch‘s alpha value for the customer perception is
0.825 which is more than 0.7 indicating that the reliability of the questionnaire is high. So
DEMOGRAPHIC ANALYSIS
Questionnaires were distributed to employees of SBI and ICICI bank, with a percentage
of 59% and 41% respectively. The respondents, from which data were collected from the
customers having different level age. The demographic profile of 100 respondents is
summarised in the table 3.3. In SBI bank the total respondents were 59 and in ICICI bank
it was 55. The data were collected at different designations which were divided into three
47
Female 34 34%
26-35 34 34%
36-45 29 29%
46-60 17 17%
60+ 4 4%
Qualification 12th 7 7
Graduate 22 22%
Professional 29 29%
Service 44 44%
Retired individual 8 8%
ICICI 41 41%
48
INFERENCE:
About 66% 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 the respondents are relatively young, i.e. 34%
between 26 and 35 years old. This is a consistent study, which found that most Internet
users are youths (less than 18 years old: 16 %) and young adults. Respondents with post
graduation were 42% followed by 22% of graduate respondents and 29% with
professional degrees. In terms of profession, service forms the largest group with 44%
respondents while students (28%) form the next largest group. Six hypotheses were
ICICI 41 41%
49
No 35 35%
No 22 22%
No 36 36%
No 38 38%
50
No 35 35%
No 40 40%
Tables depicts that, in SBI bank the total respondents were 59 and the ICICI bnak total
respodents are 49.the no. of users of e banking from both the banks is 65 and rest 35
respodents were non users of the E Banking services.the preference for the ATM services
is 78% and the preference for the bill payment is 71%.there were 62 respodents out of
100 were using electronic fund transfer.and 655 of them uses debit and credit cards for
online shopping.the users of the mobile banking is 60% and non usres of mobile banking
is 40%.
HYPOTHESIS TESTING
Hypothesis 1
H01: There is equal preference of various e banking services among SBI bank.
HA1: There is no equal preference of various e banking services among SBI bank.
51
The SBI bank customers responded by rating the Eight identified E Banking services.
The mean variance analysis was applied to the data. The results obtained are as below:
Descriptive Statistics
m m Deviation
Valid N (list
3
wise )
Inference:
The result depicts that the mean of ATM is(4.0909) slightly higher than the mean of
Mobile Banking (4.000).the lowest mean in this table is of request services for new
cheque book, FD ,DD,Stop Payment(3.43).Hence the null hypothesis stating that there is
52
equal preference of various E banking services is rejected and alternate hypothesis i.e.
customer do not have equal preferences for the various e banking services is accepted.
Hypothesis2
H02: There is equal preference of various e banking services among ICICI bank.
HA2: There is no equal preference of various e banking services among ICICI bank.
The ICICI bank customers responded by rating the Eight identified E Banking services.
The mean variance analysis was applied to the data. The results obtained are as below:
Descriptive Statistics
m m Deviation
Valid N (list
0
wise)
53
Inference:
Table depicts that the mean of balance check is (3.8889) slightly higher than the mean of
ATM (3.8696).The lowest mean in this table is of tax payment(2.50). Hence the null
hypothesis stating that there is equal preference of various E banking services is rejected
and alternate hypothesis i.e. customer do not have equal preferences for the various e
Hypothesis 3
H03: There is equal usage of the various E Banking services among SBI bank.
HA3: There is no equal usage of the various E Banking services among SBI bank.
The SBI bank customers responded to the usage rate of the eight identified E Banking
services. The usage rate was determined for 5 frequencies: 5 to 6,2 to 3,once in a week
The mean variance analysis was applied to the data. The results obtained are as below:
54
Table3.7 Usage of E Banking Services by SBI Account Holders
Descriptive Statistics
m m Deviation
Valid N (list
1
wise)
INFERENCNE:
Table depicts that the mean of balance check is(3.3500) slightly higher than the mean of
request services for new cheque book, FD, DD, stop payment (3.2222).the lowest mean
in this table is of tax payment(2.6667). The null hypothesis stating that there is equal
usage of the various e banking services among SBI bank is rejected and the alternate
hypothesis i.e. customer do not have equal usage of the various e banking services
H04: There is equal preference of usage of the e banking services among ICICI bank.
HA4: There is no equal preference of usage of the e banking services among ICICI bank.
The ICICI bank customers responded by usage of the eight identified E Banking services.
The mean variance analysis was applied to the data. The results obtained are as below:
Descriptive Statistics
m m Deviation
Valid N (list
0
wise)
56
Inference:
Table depicts that the mean of ATM is(3.5870) slightly higher than the mean of Mobile
Banking (2.9412).the lowest mean in this table is of request services for new cheque
book, FD ,DD,Stop Payment(2.94). ). The null hypothesis stating that there is equal usage
of the various e banking services among ICICI bank is rejected and alternate
hypothesis i.e. customer do not have equal usage of the various e banking services
Hypothesis 5
To test the above hypothesis the independent sample t-test was applied to find if there is
any significant difference in the perception of SBI and ICICI Bank customers. The results
Group Statistics
57
Table 3.10Independent Samples Test
Test for
Equality of
Variances
Difference
Lower Upper
Equal
assumed
Equal
Rating
variances
.174 62.574 .863 .339 1.954 -3.565 4.244
not
assumed
Inference:
The observed value of p is 0.876 which is greater than 0.05, as the value is not
significant(>0.5) hence we accept the null hypothesis and reject the alternate hypothesis
From the independent sample t-test we can conclude that there is no significant
difference in the perception of E banking services of customers of SBI and ICICI bank.
58
Hypothesis 6
To test the above hypothesis the independent sample t-test was applied to find if there is
any significant difference in the usage of e banking services of SBI and ICICI Bank
Group Statistics
59
Table 3.12Independent Samples Test
Test for
Equality
of
Variances
tailed) Difference
Lower Upper
Equal
-
variances .823 .367 .634 76 .528 .70909 1.11827 2.93631
1.51813
assumed
Usage Equal
variances -
.674 47.605 .503 .70909 1.05164 2.82400
not 1.40582
assumed
Inference:
The observed value of p is 0.876 which is greater than 0.05, as the value is not
significant(>0.5) hence we accept the null hypothesis and reject the alternate hypothesis
From the independent sample t-test we can conclude that there is no significant
difference in the usage of E banking services by the customers of SBI and ICICI bank.
60
Summing up:
This chapter has focused on the presentation of results achieved in this study. Data
collected has been summarized and tabulated using MS Excel. Descriptive statistics
analysis, Independent sample T-test was carried out using SPSS software. T-test was used
61
CHAPTER- 4
62
SUMMARY AND CONCLUSION
This chapter deals with the major findings and discussions based on the objectives
and hypothesis which were taken for the analysis of the study. This chapter also
talks about the limitations of the study and scope for future study.
OVERVIEW:
A summary of the research with the main findings has also been presented. Revisiting of
objectives is essential to understand whether the purpose and aim of research has been
achieved. Limitations of the study have been pointed out. Finally, the chapter throws light
The basic objective of the research was to analyze the adoption and the awareness of
e-banking among the customers of Private sector (ICICI Bank) and Public sector Bank
(SBI). Six hypotheses were formulated to analyze the preferences of various E Banking
services among the customers of ICICI and SBI Bank and also to compare and analyze
63
FINDINGS
In the study the number of respondents belonging to SBI (59%) bank is more
compared to ICICI bank (41%). The study revealed that the internet banking is
The study revealed that the frequency of male is more than the frequency of
female. The large number of e banking users i.e.34 come under the age of 26-
35.and the least users of e banking are senior citizens. This suggests that youths
prefer using E Banking services more than the older generation. Respondents
with post graduation were 42% followed by 22% of graduate respondents and
29% with professional degrees. Service going people use e banking services
The study tested if customers gave equal ratings to the eight identified E Banking
services. The study revealed that the SBI customers rated ATM as number one
followed by mobile banking in second and Balance check in third position. They
gave the least rating to cheque book, FD, DD, Stop Payment. Similarly the
customers of ICICI Bank rated balance check in first and ATM, mobile banking,
balance check in second, third and fourth position respectively. They rated tax
Further analysis was made to determine if there is any significant difference in the
perception of ICICI and SBI Bank towards rating of different E Banking services.
Independent sample t- test was applied to the data and the result showed that the
64
difference was insignificant. The study concluded that both SBI and ICICI are
providing efficient services. The recent surveys have shown that SBI Bank has
improved upon the customer and internet banking services. Hence the customers
of SBI have equal advantages of E Banking services and there is not much
The study tested if customers preferred equal usage of all the eight identified E
Banking services of SBI bank and ICICI bank. The study revealed that the SBI
customers used balance check as highest one followed by request from cheque
book in second and Bill payment in third position. They least used tax payment
facility .Similarly the customers of ICICI Bank used ATM the most and Tax
payment ,online shopping by debit or credit card and bill payment in second
,third and fourth position respectively . The Electronic Fund Transfer was least
used.
From the feedback received through questionnaires filled by the customers of SBI
and ICICI bank, it is clear that most of the customers are using the E Banking
65
LIMITATIONS:
Besides the success of the research work, there were certain limitations which were faced
by the researcher.
The information collected is mainly primary data and the accuracy is subject to
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 100 respondents only
The research was only focused on two banks . The ICICI bank was taken as
The customers were not interested in filling questionnaire because of their busy
schedule.
66
SCOPE OF THE FURTHER STUDY
In this research there is a wide scope for further study. The researcher has taken
only the 3 branches of SBI and ICICI Bank in Delhi under the study, so the other
branches of SBI and ICICI Banks could also be taken for study.
The research is conducted in Delhi and a similar study can be conducted in other
This study may also include large number of respondents from both the banks.
This study can be further extended to other Private and Public Sector Banks.
The above findings reveal that the awareness of E Banking services, its adoption and
usage rate has increased with time but still many people are unaware and many of them
are non users. The findings of the paper have lead to formulation of certain suggestions
Summing up:
Overall the result was that the customers of both the SBI and ICICI are aware about the
various ebanking services provided by the bank. The customers not opting for ebanking
service had security concerns. Therefore there should be initiatives on the part of the
67
CHAPTER - 5
RECOMMENDATIONS
OF
THE STUDY
68
RECOMMENDATIONS OF THE STUDY
This chapter deals with the recommendations which are generated through the
findings and also the conclusion drawn out of the study. These recommendations
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
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
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 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.
69
SUMMING UP:
The chapter discusses certain suggestions, the implementation of which will lead to
greater adaption of ebanking services by the customers of SBI and ICICI bank. These
suggestions will help the organizations to attain greater commitment with the customers
and also help in increasing the customer base of the organization which will result in
70
REFERENCES
JOURNALS:
Black, N.J., Lockett, A., Winklhofer, H. and Ennew, C. (2007), The adoption
71
Daniel, E. (2011), Provision of electronic banking in the UK and Republic of
Eriksson, K., Kerem, K., & Nilsson, D. (2008), the adoption of commercial
innovations in the former Central and Eastern European markets. The case of
Candidate Countries, lessons from the Internet banking case, Telematics and
Informatics,Vol.21,pp.293-315.
hou, D., & Chou, A.Y. (2003), A Guide to the Internet Revolution in Banking,
72
BOOKS :
WEBSITES:
http://jms.nonolympictimes.org/Articles/marticle.pdf
http://www.scribd.com/doc/25049932/Final-Project-on-E-banking
http://arraydev.com/commerce/JIBC/2010-08/Dixit.pdf(literature
http://www.iibms.org/pdf/Ebooks/E-Banking%20Management.
73
http://www.scribd.com/doc/18090861/internet-banking-of-sbi
http://ce.sharif.ac.ir/courses/8687/1/ce428/resources/root/service_Quality_cont
rol/e-banking%20service%20quality.pdf
http://scholar.google.com/scholar?hl=en&q=literature+review+on+e+banking
&btnG=&as_sdt=1%2C5&as_sdtp=
http://m.tech.uh.edu/faculty/conklin/IS7033Web/7033/Week14/Internetbankin
g.pdf
http://www.amazon.com/Electronic-Banking-Ultimate-Business-
https://en.wikipedia.org/wiki/Online_banking
https://www.onlinesbi.com/retail/login.htm
74
Last assessed 17th march 2013
https://www.onlinesbh.com/osbi_newuser_regfrm.html
http://www.managementparadise.com/forums/publish-upload-project-
download-reference-project/95468-project-internet-banking-sbi.html
http://www.icicibank.com/safe-online-banking/safe-online-banking.html
http://www.icicibank.com/
http://www.mouthshut.com/product-reviews/ICICI-Bank-reviews
75
ANNEXURE
76
ANNEXURE 1
Questionnaire
1. Name:
2. Gender:
Male Female
3. Age Group:
o 18-25
o 26-35
o 36-45
o 46-60
o 60+
4. Educational Qualification:
o 12th
o Graduate
o Post Graduate
o Professional
5. Occupation:
o Student
o Service
77
o Business man
o Retired Individual
o Others please specify:
o Yes
o No
o Yes
o No
9. What is the name of the bank you have an internet banking account with?
o SBI
o ICICI
10. What is the most important reason that you choose this particular bank?
78
11. How long have you been using the internet services?
o 5 to 6 times/week
o 2 to 3 times /week
o Once in a week
o Once in a month
o Occasionally
13. What are the E-Banking services that you use which are provided by your bank?
o ATM
o Electronic Fund Transfer
o Debit card
o Credit card
o Bill payment
o Balance check and Bank Statement
o Tax payment
o Mobile banking
79
Balance Check and Bank Statement o o o o o
Tax Payment o o o o o
Mobile Banking o o o o o
80
ANNEXURE 2
DATA ENTRY
age
name gender group qualification occupation awareness usage no
R1 1 1 2 1 1 1
R2 1 1 2 2 1 1
R3 2 2 2 5 1 2 4
R4 2 2 3 1 1 1
R5 1 3 1 3 1 2 4
R6 1 3 1 3 1 2 4
R7 2 2 2 2 1 1
R8 1 2 2 3 1 1
R9 1 3 2 3 2 2 4
R10 2 2 2 5 1 1
R11 2 3 1 5 1 1
R12 1 2 2 2 1 2 4
R13 2 3 3 2 1 1
R14 2 2 2 2 1 1
R15 1 3 4 2 1 1
R16 1 4 3 3 1 2 5
R17 1 1 1 1 1 1
R18 1 1 1 1 1 1
R19 2 1 2 1 1 1
R20 2 2 3 2 1 1
R21 2 2 2 2 1 1
R22 1 5 1 2 1 1
R23 1 4 3 3 1 1
R24 1 1 2 2 1 1
R25 1 1 4 3 1 1
R26 1 2 2 2 1 1
R27 2 2 3 3 2 2 4
R28 1 2 2 2 1 1
R29 2 3 4 2 1 1
R30 1 1 3 3 1 1
R31 1 3 2 2 1 1
R32 2 1 3 3 1 2 3
R33 2 2 2 4 1 2 4
R34 1 3 3 3 1 1
81
R35 1 2 2 2 2 2 3
R36 2 3 1 3 1 2 2
R37 2 2 2 2 1 1
R38 2 2 3 3 1 1
R39 1 3 2 2 1 1
R40 2 2 3 2 1 1
R41 1 1 2 3 1 1
R42 2 2 3 4 1 1
R43 1 3 2 3 1 1
R44 2 5 3 2 1 2 3
R45 1 3 2 2 2 1 4
R46 2 2 3 3 2 1
R47 1 3 2 2 1 1
R48 2 2 1 3 1 2 3
R49 1 3 2 2 1 1
R50 2 1 3 3 1 1
R51 2 3 2 2 1 1
R52 2 4 2 3 1 1
R53 1 3 3 2 2 2 1
R54 2 2 2 3 1 1
R55 1 4 3 2 1 1
R56 1 2 2 3 1 1
R57 1 3 3 2 1 1
R58 2 2 2 3 1 1
R59 1 3 3 2 1 1
R60 2 2 1 1 1 1
R61 2 3 3 2 1 1
R62 1 2 2 3 1 2 2
R63 2 2 3 2 1 1
R64 1 3 2 3 1 1
R65 2 2 3 2 1 1
R66 1 3 2 3 1 1
R67 2 2 3 2 2 2 4
R68 1 3 2 2 1 1
R69 2 2 1 3 2 1 4
R70 1 2 3 2 1 1
R71 1 3 2 3 1 1
R72 2 2 3 2 1 1
R73 2 3 1 3 1 1
R74 1 2 4 2 2 2 4
R75 2 3 3 3 1 1
82
R76 1 2 2 2 1 1
R77 2 3 3 1 2 2 4
R78 1 2 4 3 1 1
R79 2 4 3 2 1 1
R80 1 2 1 3 1 1
R81 2 5 3 2 1 1
R82 1 3 2 3 1 1
R83 2 2 3 4 1 1
R84 1 1 4 3 1 1
R85 2 2 3 2 1 1
R86 1 3 4 3 1 1
R87 2 2 4 2 2 2 2
R88 1 1 3 3 1 1
R89 2 2 2 2 1 1
R90 1 3 3 3 1 1
R91 2 2 2 2 1 2 2
R92 1 3 3 1 1 1
R93 2 2 2 2 1 1
R94 1 3 3 3 1 2 1
R95 2 2 1 2 1 1
R96 1 3 3 1 1 1
R97 2 3 2 2 2 2 1
R98 1 3 3 3 1 1
R99 2 5 4 2 2 1 4
R100 1 2 3 1 1 1
nam
e rating
D/C BILL BALANCE TAX MOBILE
CARD PAYMENT CHECK PAYMENT BANKING total ATM EFT
R1 5 1 1 5 20 2 4
R2 2 2 2 20 3 4
R3 0 0 0 0 0 5 0 0
R4 2 2 5 3 18 3
R5 0 0 0 0 0 0 0 0
R6 0 0 0 0 0 0 0 0
R7 2 2 4 3 3 18 2 3
R8 1 2 2 2 17 1 2
R9 0 0 0 0 0 0 0 0
R10 2 2 5 2 21 3 4
R11 2 2 14 3 2
R12 0 0 0 0 0 0 0 0
83
R13 2 2 3 20 3 3
R14 2 1 5 3 20 2 3
R15 2 2 4 17 3 3
R16 0 0 0 0 0 0 0 0
R17 1 2 2 5 21 1 5
R18 1 5 5 16 4
R19 2 2 3 4 3 24 2
R20 3 1 3 3 22 3 3
R21 5 5 2 24 4 4
R22 4 4 4 5 29 3 3
R23 5 5 5 26 2 4
R24 3 5 21 4 3
R25 5 5 3 22 4 2
R26 3 5 5 21 4 3
R27 0 0 0 0 0 0 0 0
R28 4 4 5 25 3 3
R29 5 5 4 22 4
R30 3 3 5 3 19 3
R31 5 3 4 18 2 4
R32 0 0 0 0 0 0 0 0
R33 0 0 0 0 0 0 0 0
R34 3 3 5 4 27 3 3
R35 0 0 0 0 0 0 40 0
R36 0 0 0 0 0 0 0 0
R37 3 10 4
R38 5 3 20 3 5
R39 5 4 5 5 5 34 2 4
R40 3 3 3 21 4 3
R41 5 4 4 20 3
R42 3 5 16 5 2
R43 5 4 3 16 3 2
R44 0 0 0 0 0 0 0 0
R45 4 3 13 2
R46 5 5 20 4 2
R47 3 4 5 18 3 2
R48 0 0 0 0 0 0 0 0
R49 5 13 3
R50 4 4 5 21 5
R51 3 3 9 3
R52 3 14 4 3
R53 0 0 0 0 0 0 0 0
84
R54 5 5 23 5 2
R55 4 3 5 4 28 3 3
R56 3 3 5 19 4
R57 3 4 4 3 24 3 2
R58 2 5 5 21 5
R59 5 5 3 4 25 4
R60 3 5 5 3 23 3
R61 4 11 4
R62 0 0 0 0 0 0 0 0
R63 4 3 15 4
R64 4 5 16 3 3
R65 5 3 5 22 4 2
R66 3 4 16 2 3
R67 0 0 0 0 0 0 0 0
R68 5 4 3 24 4 3
R69 5 5 4 4 29 2 2
R70 3 3 3 5 25 3 3
R71 4 5 5 25 4 3
R72 5 4 24 3 2
R73 3 5 4 4 23 4
R74 0 0 0 0 0 0 0 0
R75 3 9 2
R76 5 5 5 20 3
R77 0 0 0 0 0 0 0 0
R78 3 3 5 20 3
R79 4 5 5 4 26 4
R80 5 3 5 20 3
R81 3 5 4 3 23 3
R82 5 4 5 5 4 36 4 3
R83 5 3 3 3 26 3 4
R84 3 5 4 23 1 3
R85 4 4 5 3 26 2 1
R86 5 3 20 3 1
R87 0 0 0 0 0 0 0 0
R88 3 16 4 2
R89 3 5 4 4 26 3 3
R90 5 3 5 23 2 3
R91 0 0 0 0 0 5 0 0
R92 3 11 3 4
R93 3 5 5 5 32 2 2
R94 0 0 0 0 0 0 0 0
85
R95 3 5 5 21 3 3
R96 4 3 3 18 2
R97 0 0 0 0 0 0 0 0
R98 5 4 17 3
R99 5 3 5 5 3 30 2
R10
0 3 4 4 15 3
name usage
D/C BILL BALANCE TAX MOBILE
CARD PAYMENT CHECK PAYMENT BANKING
R1 3 3 3 5
R2 2 4 4 3
R3 0 0 0 0 0
R4 2 4 3 3
R5 0 0 0 0 0
R6 0 0 0 0 0
R7 2 4 3 4 3
R8 2 4 4 2
R9 0 0 0 0 0
R10 5 4 4 5
R11 4 4 3
R12 0 0 0 0 0
R13 5 4 3
R14 2 4 4 2
R15 2 2 3
R16 0 0 0 0 0
R17 2 1 4 3
R18 3 4 2
R19 4 4 5 5 2
R20 3 3 3 3
R21 4
R22 3 3 3
R23 3 4
R24 4 3
R25 3 4
R26 3 5
R27 0 0 0 0 0
R28 3 4
R29 4 3 3
R30 3 4 4 4
86
R31 4 3 2
R32 0 0 0 0 0
R33 0 0 0 0 0
R34 3 3 3
R35 0 0 0 0 0
R36 0 0 0 0 0
R37 4
R38 3 3 3
R39 4 4 2 2
R40 4 3 3
R41 2 2 2
R42 3 4 3
R43 2 4 1
R44 0 0 0 0 0
R45 3
R46 4 3 2
R47 2 2 5
R48 0 0 0 0 0
R49 3 3
R50 2 3 3
R51 3 1 3
R52 2
R53 0 0 0 0 0
R54 3 4
R55 4 3 4 4
R56 3 2 3
R57 4 3 4
R58 3 3 3 2
R59 2 4 3
R60 3 4 3 1
R61 2 3
R62 0 0 0 0 0
R63 3 4 4
R64 3
R65 2 3 2 2
R66 3
R67 0 0 0 0 0
R68 2 3
R69 5 3 3 4
R70 3 4 4 3
R71 4 3 3 2
87
R72 3 4 2
R73 5
R74 0 0 0 0 0
R75 4 3
R76 2 4 3
R77 0 0 0 0 0
R78 3 2
R79 4 3 3
R80 3 3 4 4
R81 5 1 3 3
R82 3 3 2 2 4
R83 4 1 3 3
R84 3 3 4
R85 4 1 2
R86 3 4
R87 0 0 0 0 0
R88 3
R89 4 3
R90 4 2 4
R91 0 0 0 0 0
R92 2
R93 5
R94 0 0 0 0 0
R95 3 4 4
R96 4 3 3 2
R97 0 0 0 0 0
R98 3
R99 3 4 4 2 3
R100 2 3 3
88