A MAJOR PROJECT REPORT ON

“A STUDY ON CONSUMER SATISFACTION TOWARDS

THE INTERNET BANKING OF HDFC AND SBI”

Bachelor of Business Administration

(Batch: 2015-2018)

Supervised By: Submitted by:

Ms. Supriya Sardana Raghav Bansal
Assistant Professor Roll No: 0388030715
BBA VI SEM (Evening, Sec A)

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

(Affiliated to Guru Gobind Singh Indraprastha University)

NAAC ACCREDITED ‘A’ Grade
Category ‘A++’ Institute
High grading 83% by Joint Assessment
An ISO Certified Institute
(Approved by AICTE, HRD Ministry, Govt. of India)
Affiliated to Guru Gobind Singh Indraprastha University, Delhi
2A & 2B, MadhubanChowk, Outer Ring Road, Phase –I, Delhi – 1100885
TABLE OF CONTENTS

Student declaration i

Certificate from Guide ii

Acknowledgement iii

Executive Summary iv

CHAPTER – 1: Introduction 1-6

1.1 Introduction 2-3

1.2 Measuring customer’s satisfaction in banking industry 3
1.3 Need to measure customer’s satisfaction 3-4
1.4 Development of internet banking in India 4
1.5 Status of internet banking in India 4-5
1.6 Service quality in context of internet banking 5
1.7 Customer’s perspective 5-6
1.8 Provider’s perspective 6

CHAPTER -2: Company Profile 7-15

2.1 State Bank of India 8-11

2.2 HDFC 12-15

CHAPTER -3 : Research Methodology 16-21

CHAPTER -4 Data Analysis and interpretation 22-31

CHAPTER -5 Findings and conclusions 32-34

5.1 Findings 33

5.2 Conclusions 34

Bibliography 35
 STUDENT DECLARATION

This is to certify that I have completed the Project titled "A Study on consumer satisfaction
towards the internet banking of HDFC and SBI" Under the guidance of MS. SUPRIYA
SARDANA in partial fulfillment of the requirement for the award of degree of Bachelor of
Business Administration at RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES, Delhi.
This is an original piece of work & I have not submitted it earlier elsewhere.

Raghav Bansal

Enrollment No - 03880301715
 CERTIFICATE
This is to certify that MR. RAGHAV BANSAL a student of RUKMINI DEVI INSTITUTE
OF ADVANCED STUDIES, IP UNIVERSITY” has worked under my supervision and
guidance for his Project on CONSUMER SATISFACTION TOWARDS INTERNET
BANKING IN HDFC AND SBI . The matter embodied in this report is original and authentic
and same recommended for evaluation.

Signature of Mentor

MS. SUPRIYA SARDANA

 ACKNOWLEDGEMENT
The present work is an effort to throw some light on consumer satisfaction towards the internet
banking of HDFC and SBI. The work would not have been possible to come to the present shape
without the able guidance, supervision and help to me by number of people.

With deep sense of gratitude I acknowledged the encouragement and guidance received from my
mentor MS. SUPRIYA SARDANA at RDIAS, IP University.

RAGHAV BANSAL

Roll No.: 03880301715

Course: B. B.A (6TH SEM.)

EXECUTIVE SUMMARY
The Internet and the wireless revolution have changed the way that people communicate and
interact in their social environments. The wired Internet connectivity of desktop computers is
shifting to wireless and mobile devices. The rapid development of mobile communication and
wireless technologies has made banking services available through mobile phones. Firms in the
banking sector have embraced diverse information and communication technologies (ICT) in
order to succeed in a competitive environment, reduce costs, and increase customers’
convenience. To meet their customers’ expectations, banks offer a wide range of services to their
customers through the Internet and using mobile technologies. Customers live in a technological
cluster. Services to meet their banking needs can be accessed through various alternative banking
channels, like ATMs, internet banking, and mobile banking. Mobile banking also has broad
potential in developing countries, where many customers can access banking services through
their mobile phones. In India, of its population of 1.22 billion, 961+ million people are mobile
subscribers, while only 59 percent of households had access to banking services. With just
129,151 bank branches and 184,350 ATMs, mobile banking in India has the highest potential to
deliver banking services to an untapped market

Overview of E –Banking System:

Electronic Banking (E-Banking/e-Banking) is a modern banking system. It is the accessibility of
banking services in electronic form, which were traditionally available only at bank-counters and
dispersed by the humans. E-Banking is changing the ways of doing banking business with
modern technologies and techniques. It is the replacement of traditional tools such as papers and
pencils with the electronic systems. The introduction of Internet in the business has further
enhanced the capacity and capability of overall banking system in terms of productivity,
profitability, efficiency, quality of service and cost effective delivery of numerous
products/services. Information regarding money, its storage in the computers in digital form and
its movement anywhere in the world without considering physical boundaries is described as
digital money and this whole process as Electronic Banking.

Experience of India on E-Banking:

India is still in the early stages of E-banking growth and development. Competition and changes
in technology and lifestyle in the last five years have changed the face of banking. The changes
that have taken place impose on banks tough standards of competition and compliance. The issue
here is – 'Where does India stand in the scheme of E-banking.' E-banking is likely to bring a host
of opportunities as well as unprecedented risks to the fundamental nature of banking in India.
The impact of E-Banking in India is not yet apparent. Many global research companies believe
that E-banking adoption in India in the near future would be slow compared to other major Asian
countries. Indian E-banking is still nascent, although it is fast becoming a strategic necessity for
most commercial banks, as competition increases from private banks and non banking financial
institutions.

Need of Electronic Banking in Banking System:

In India, the commercial banking is based on branch banking system in which several bank
branches are geographically spread throughout the country or abroad and managed by their
controlling (Regional/Zonal/Head) offices. There are also some special branches that deal with
exports and imports activities. In India, the branches are of different kinds, small, medium, large
and service branches. The location wise distribution is rural, semi-urban, urban and metropolitan
branches. The branches are the original data processing centres which handle huge volume of
business transactions. The branches periodically sent various financial and other reports to the
main offices like present account status, account handling types, revenue generated and
credit/deposit ratio etc. The information generated at branch level is used by the controlling
offices for proper monitoring of activities of the banks and overall financial health of the bank.
The Regional/Zonal Offices and Head Offices are responsible to issue periodic control directions
to the branches for better functioning and compliance.