ONLINE BANKING SERVICES : IN COMPARATIVE STUDY Of SBI &

ICICI BANK

DECLARATION BY LEARNER

I the undersigned Miss. PATIL SONALI SANTOSH here by, Declare that the
work embodied in this project work titled “Online banking services In India : A
Comparative Study of SBI & ICICI Bank.’ forms my own contribution to the
research work carried out under the guidance of Prof. ANJU SONKHLA is a
result of my own research work and has not been previously submitted to any other
University for any other degree/diploma to this or any other University.
Wherever reference has been made to previous work of others, it has been clearly
indicated as such and included in the bibliography.
I, here By further declare that all information of this document has been obtained
and presented in accordance with academic rules and ethical conduct.

Name and signature of the learner

Certified by
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 ACKNOWLEDGMENT

To list who all have helped me is difficult because they are so numbers and the
depth is so enormous.
I would like to knowledge the following as being idealistic channels and fresh
dimensions in the completion of this project.
I take this opportunity to thank me University of Mumbai for giving me chance to
do this project.
I would like to thank my Principal, K.K. Bhoir for providing the necessary
facilities required for completion of this project.
I take this opportunity to thank our Coordinator prof. Anju Sonkhla, for her moral
support and guidance.
I would also like to express my sincere gratitude toward my project guide prof.
Anju sonkhla whose guidance and care made the project successful.
I would like to thank my College Library, for having provide various reference
books and magazines related to my project.
Lastly, I would like to thank each and every person who directly or indirectly
helped me in completion of the project especially my parents and peers who
supported me throughout my project.
 CERTIFICATE

This is to This is to certify that Miss/Mr PATIL SONALI SANTOSH has worked
And duly completed her/his project Work for the degree of Bachelor of
Management Studies (BMS) under the faculty of commerce in the subject of and
her project is entitled, “Online banking services In India :A Comparative study of
SBI & ICICI bank.under my supervision.
I further certify that the entire work has
been done by the learner under my guidance and that no part of it has been
submitted previously for any degree or diploma of any University.
It is her/his own work and facts reported by
her/his personal findings and investigation.

Date of submission:

Name and Signature Co- Ordinator Of internal Guide

 Executive summary

Online banking is a modern banking system. It 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 orer all
banking system in terms of productivity, profitability, efficiency, quality of service and
cost effective delivery of numerous product /services, information regarding money, its
storage in the computers in digital from and its movement anywhere in the world without
considering physical boundaries is described as digital money and this whole process
as electronic banking.

Online service is considered as an important part of any service organization especially

to customer centric system like bank. In this research we used to find the online service
of bank so as to compare the banks in terms of online service. The study uses public
sector banks like SBI and private sector banks like ICICI.

Customers and employees of selected branches of SBI & ICICI banks were taken for
this study. The banks were selected because they are very important in terms of size
and volume of business. Also found convenient to study.

In this research we studied about the online banking services provided by SBI & ICICI
bank to their customer and how much the employees of this bank find it helpful.
 CHAPTER –

1 INTRODUCTION
 1. 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 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 part of the RBI's liberalization of the Indian Banking
Industry in 1994. 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 will be used in this study.

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
is web-enabled. Internet banking is the term used for new age banking system. Internet
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 balances, paying mortgages and purchasing financial instruments and
certificates of deposits. Internet banking is a result of explored possibility to use internet
application in 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 ultimately it contributes in increasing the efficiency of the
banking operation as well 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 advantages of online Banking. It is convenient,
it isn‘t bound by operational timings, 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 transformed traditional practices in
banking.
 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 services by an organization to its customers. Such
customers may be either an individual or another business. To understand the
electronic distribution of goods and services, the work of Reportand Sviokla (1994;
1995) is a good starting point. They highlight the differences between the
physical market place and the virtual market place, which the describe as an
information- defined arena. In the context of e-banking, electronic delivery of services
means a customer conducting transactions using online electronic channels 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 revolutionary development, but, broadly speaking,
e-banking could be seen as another 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.

1.1 Significance of online banking

Online banking is very convenience banking services. Banks are not available 24*7 for
the customer . E-banking offer 24 hours banking option with easy. online banking offers
easy of access , secure transactions and eliminate runs to the bank to bank and to
make financial decision with update information .

Online banking allows you to transfer money between accounts much more quickly .it
make the use of phone and internet , and can save trip to the bank .it becomes easier to
transfer money and make loan payments online .

Banking Apps make the online banking easier and comfortable to its users .all the
information related to bank and their account will be display on the mobile on one click.
The things which most people dislike is about waiting in lines in the bank to deposit,
withdraw, or etc. by banking online , you don't have to wait in line to get your banking
done , leaving you with more time to get other things done .

It is very easier handle our personal financial detail in an innovative way, consider
banking online.online banking keeps track of our money much easier because our
account information is available anytime online. It deal or solve all the problems like
waiting for bank to open having to visit an ATM, or calling a time consuming customer
service number to get some information .

1.2. Seven Best Online Features

1.2.1 Easy account creation

There was a time when the only way to open a bank account was in person. Nowadays,
it's possible to complete the enrollment process from start to finish without ever leaving
your home. But the best part is that once you've made an account, additional accounts
are ever easier to create since the bank already has the necessary information in its
database. With multiple accounts, moving money between them is often free & without
delay.

1.2.2 Electronic statement

Traditional bill statements are annoying on to fronts. First, they unnecessarily clog up
your physical mailbox. Second, they 're a tremendous waste of paper. of course
switching to email statements can still result in digital clutter, but deleting an email is far
easier than shredding pepar. Plus, with apps like Google Inbox, it's nice to be able to
receive and read your bill reminders no matter where you go.

1.2.3 Automatic bill payments

Most online banks allow you to link your bills directly to your account and have them
paid on time automatically. For every bill you set up, that's one less thing you need to
juggle every month. That can add up to a lot of reduced stress. Automatic bill payment
should only be used if your balance is more than enough to cover all of your bills at any
given time.
1.2.4 mobile check Deposits

Many banks offer a feature called mobile check Deposits, Though the precise name
might differ from bank to bank. The concept is simple: instead of physically visiting your
local bank branch to deposits cheque, you can do it from home by up loading a photo of
the cheque (front & back).

1.2.5 Secure Message Alerts

One of the better reasons to use online banking is that you can receive notifications in
close to real-time. These notifications can be trivial or onnoying at times, but they can
also save your life. if anything suspicious happens on your account, it's incredibly
helpful to have an immediate alert since waiting too long can have disastrous
consequences. That being said , even the trivial alerts can be useful in the right
situations.

1.2.6 report and management Tools

Prior to online banking. It was not exactly easy to get on - demand reports & summaries
for your account activity. Depending on the bank, there might even have been a fee
associated with retrieving that info. Yet, with online banking it's always one click away.

1.2.7 Desktop software integration

If you use quicken to help manage your money, then online banking might make that
area of your life even easier. As long as your banks support your tool, you should be
able to integrate your bank account seamlessly with whatever desktop software you
use.

1.3. Brief History

1.3.1 Indian Banking system

Banking in India originated in the first decade of 18th century with the General Bank of
India coming in to existence in 1786. this was followed by bank of Hindustan. Both
these banks are now defunct. The oldest bank in existence in India is the state bank of
india being established as "the bank of Bengal" in calcutta in June 1806. A couple of
decades later, foreign banks like credit Lyonnais stated their calcutta operations in the
1805 s. At that point of time, calcutta was the most active trading port, mainly due to the
trade of the British Empire, due to which banking activity took roots there and
prospered.

The first fully Indian owned bank was the Allahabad Bank, which was established in
1865. By the 1900s, the market expanded with the establishment of the banks such as
Punjab National Bank, in 1895 in Lahore & bank of india, in 1906, in Mumbai both of
which were founded under private ownership. The Reserve Bank of India formally took
on the responsibility of regulating the Indian banking sector form 1935. After India's
independence in 1947, the Reserve Bank was nationalized and given broader powers.

The public sector emerged as the drive of economic growth consequent to the industrial
revolution in Europe. With the advent of globalization, the public sector faced new
challenges in the developed economies. No longer the public sector had the privilege of
operating in a seller 's Market and had to face competition both from domestic and
international competitors. Further, in the second half of the 20th century in the
developed economies, the political opinion started swinging towards the views that the
intervention as well as investment by government in commercial activities should be
reduced to the extent possible. Without a sound and effective banking system in India it
cannot have a healthy economy. The banking system of should not only be hassle free
but it should be able to meet new challenge posed by the technology and any other
external & internal factors. For the past three decades India's banking system has
several outstanding achievement to its credit. The Most striking is its extensive reach. It
is no longer confined to only metropolitanas or cosmopolitans in India. In fact, Indian
banking system has reached even to the remote corners of the country. This is of the
main reasons of India's growth process. The government's regular policy for Indian bank
since 1969 has paid rich dividends with the nationalization of 14 major private banks of
india

1.4. Electronic Banking And Its Evolution

Online banking was first started in 80's. The term online became famous in the late 80's.
online banking during the formative years included Usage at terminal, keyboard and TV
(or monitor ) with an intention to approach the banking system using a phone line.
Online service started in New York in 1981 when four of the city's major banks
(Citibank, chase Manhattan, chemical & manufacturers Hanover ) offered home banking
services using the video text system, Later on, the concept of video text became
popular in France. In UK, first home online banking services were set up by the
Nottingham Building society (NBS) in the year 1983. It was based on the UK's prestel
system and used a computer, such as the BBC micro, or keyboard connected to the
telephone system and TV set. It provided customer an option to make bill payment for
gas, electricity and telephone companies and accounts with other banks. It was
Stanford federal credit union which offered online internet banking services to all of its
customers.

Internet banking refers to the use of internet as a remote delivery channel for banking
services such as opening a deposit account or transferring funds at different accounts
etc. Further, it is a desirable opportunity for banks where the Key to success is
customer adoption. There is evolution in development of internet banking . At the basic
level, internet banking includes the setting up of a web page by bank to give information
about its product and services. At an advance level, it involve provision of facilities such
as accessing account, fund transfer, enabling integrated sales of additional process and
access to other financial services such as investment and insurance. There is
advantage for customers as it provides opportunity to handle their banking are e-tax
payment; access the account to check balance, online trading of shares, online
remittance of money, electronic bill payment system, railway reservation, transfer of
fund from one customer's account to other, application of loan, etc. Internet banking
channel is convenient compared to bank branch system because stakeholders can
access their account at any time. Banks leveraged the advantage of the internet by
offering online services in recent years.

1.5. 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 putto 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 one‘s 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 workload.

1.6.MECHANICS OF INTERNET BANKING

The basic steps involved in completing transactions through Internet banking
are extremely simple and are available in a user-friendly environment. One does
not necessarily need to possess detailed computer knowledge to complete
transactions 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 mechanism involved in Internet banking is outlined below:

1. Access the bank 's Website

2.Click on the option which provides internet banking
3.Enter the User -ID, password /PIN
4.perform the requisite transactions
5.Logout

1.7.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 bankers adhering to service quality standards.

Services offered include the following:

1. Sending in request for a cheque book from the convenience of home.
2. Viewing accounting statements on-line.
3. Notification of change of address so as to update the records.
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.
6. Viewing details of past 3 months transactions Customer.
7. Updating of foreign exchange currency rates.
8. Intimating on-line about a stop payment.
9. Notification of lost/stolen ATM card.

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.

1.8.DRAWBACKS OF INTERNET BANKING

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 drawbacks of Internet banking:

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.

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 services, which can be slow and reliable even in developed economies.

3. Unreliable Communication Facility

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 disconnected, frequent and tedious log-on becomes necessary.

4. Slow Browsing
Often it becomes frustrating to browse the Internet to be able to access he host
of 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 frustrated attempts could put the user off, quite seriously.
5. Lack of Trust
The use of Internet banking services depend much on the trust reposed by the
customers of a bank on the Internet banking initiative of the bank. It therefore
becomes an 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
Absence of necessary legal framework for recognizing the validity of banking
transactions is another impediment for the Internet banking.

7. Safety Problem
Security threats on the Internet leads to perception of Internet banking as an
unsafe 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 eliminated over period of time.

1.9.INTERNET BANKING –MAJOR ISSUES

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 are discussed below:

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 services more economically.
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 in to another system, thereby increasing the operational
overheads. Similarly, mail and distribution costs are still necessary as the statement,
cheques etc. are still mailed.

4. Dominant Traditional Banking

The development of Internet banking allows for the efficient delivery of a wide variety
of web based banking products. It simply adds to proliferation of technology
based 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 telephone calls, paper work, data entry etc.

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 banking, speedup settlement processes.

6. Marketing Challenges
The proliferation of Internet Banking throws a challenge to the banking sector in
that it warrants banks to undertake changes in current structure and functional
processes so as to allow for the provision of efficient banking service. It often
becomes difficult for the banks to deliver information quickly as they are trapped
by unaligned organizational structure and costly legacy systems.

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 for all the products irrespective of location.
8. Advantage for New Players
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 either organically or through acquisitions.

1.10. 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
transactions such as paying bills transferring funds etc.

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 personal digital assistants (or similar devices) through
telecommunication companies‘ wireless networks. Wireless banking services in the
United States typically supplement a financial institution's e-banking products and
services.

PERSON-TO-PERSON
Payments Electronic person-to-person payments, also known as e-mail money,
permit consumers to send "money'' to any person or business with an e-mail address.
Under this scenario, a consumer electronically instructs the person-to-person
payment service to 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 offered by an insured
financial institution, but are frequently offered by other businesses as well.Banking
Services through Internet:

There are four types of plastic cards being used as media for making payments.
These are:

1. Credit card 2. Debit Card

3. SmartCard 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.

2.DEBIT CARDS:- A debit card is issued on payment of a specified amount by the

issuing company like a telephone company to a customer on cash payment or on
debiting 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 for getting 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 micro computer 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 validated for a further specified amount. Such cards are used for paying small
amounts like telephone calls, petrol bills,etc.

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.
2. COMPANY PROFILE:

SBI
State Bank of India (SBI) is an Indian
multinational, public sector banking and financial services company. It is a government
- owned corporation with its headquarters in Mumbai, Maharashtra. On 1st April 2017,
State Bank of India, which is India's largest bank merged with five of its Associate
Banks (state Bank of Bikaner & Jaipur , State Bank of Hyderabad, State Bank of
Mysore, State Bank of patiala and state Bank of Travancore) and Bhartiya Mahila Bank
with it self. This is the first ever large scale consolidation in the Indian banking industry.
With the merger, State Bank of India will enter the league of Top 50 global banks with a
balance sheet size of ₹33 trillion, 278,000 employees, 420 million customers, and
more than 24,000 branches and 59,000 ATMs. SBIs market share will increase to 22
percent from 17 percent. It has 198 offices in 37 countries; 301 correspondents in 72
countries. The company is ranked 232nd on the fortune Global 500 list of the world's
biggest corporations as of 2016. SBI trade as NSE, SBIN, BSE 500112, List : SBID,
BSE SENSEX constituent.

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 of India
remained a joint stock company but without Government participation.
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 made eight state banks
associates of SBI. A process of consolidation began on 13 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 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 money lender, 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, theState Bank of Travancore, already had an extensive network in Kerala.

SBI provide various products to their customer such as consumer banking, finance and
insurance, investment banking, mortgage loans, private equity, savings, securities,
assets management, wealth management, credit cards.

2.2 Brief History

The Bank traces its ancestry to British India, thought the Imperial Bank of India, to the
founding, in 1806, of the bank of Calcutta, making it the oldest commercial bank in the
indian subcontinent. Bank of Madras merged into the other two "presidency bank" in
British India, Bank Calcutta and Bank of Bombay. to from the Imperial Bank of India
which in turn became the State Bank of India in 1955. Government of India owned the
Imperial Bank of India in 1955, with Reserve Bank of India (India's central Bank) taking
a 60% stake, and renamed it the State Bank of India. In 2008, the government took over
the stake held by the Reserve Bank of India. The RBI has now clarified that state Bank
of Indore units will begin functioning as state Bank of India branches a day earlier. "This
is due to the fact that the order of Acquisition will be effective on and from the close of
business on August 25, 2010 and not August 26, 2010 as announced earlier,” RBI said.
June 29, 2007 : the government of India acquired the entire Reserve Bank of India (RBI)
shareholding in the state Bank of India (SBI), consisting of over 314 million equity
shares at a total amount of over 355 billion rupees. State Bank of India is a banking
behemoth and has 20% market share in deposits and among Indian commercial banks.

2.3 Internet banking

Internet banking solutions cater to the various payments, fund - transfers, e-Tendering,
e- Auction & bulk payments related requirements of the government / PSUs/ large &
medium corporate as well for retail internet banking (RINB) customers. The corporate
internet banking (CINB) is well suited to small, medium & large corporate. It has also
been immensely successful in establishing traction with government Treasury &
Account Departments, online collection of fess /funds for institutions, corporate &
government departments is being facilitated though multi option payment system
(MOPS) & state Bank collect. Merch ant-acquisition is facilitated though aggregators.

This cost -effective channel has enabled more than 140 crore transactions during FY
2017. achieving 12.9% growth over the previous year. SBI bank’s robust Retail internet
banking (RINB) platform has also been optimized for visually impaired customers
following WCAG (web content accessibility Guideliness) During FY 2017, SBI bank has
continued to be a major player in the e-commerce space in the country. Over 50.027
merchant tie -ups were done, directly or via state Bank collect /e-commerce
aggregation. SBI bank has facilitated more than 37 crore e-commerce transactions up
to 31st March 2017.

Some of the new features launched in Net Banking during FY2019 are as follows :

a. Online PAN Updating

b. Online OD for e-commerce purchase (flip kart)
c. Submission of stock statement through CINB
d. Direct integration with 102 merchant / government departments
e. NPS online account opening
f. personalized image based Gift Card Issuance facility
g. Online locker enquiry
h. Mobile number registration in CBS through contract center
2.4. Corporate social Responsibility (CSR)

SBI has a comprehensive CSR policy approved by the Board and the focus areas are
supporting Education, Entrepreneur development & Health care, Assistance to poor
and under privileged, Environmental protection, clean energy, and help in National
calamities.

For the financial year 2012-2013, SBI earmarked Rs 117.07 crore i.e.1% of SBI ’s
previous year profit for CSR activity. The current financial year, the Bank has extended
financial assistance for 300 Ambulance vans to needy and service organizations, 42000
water purifiers and 1,40000 celling fans to more than fifty thousand schools to provide
clean water and conducive climate to school children, under health care activities SBI
has extended assistance to a tune of Rs. 14 crores for support to hospitals in the from
of medical equipment's and others.

SBI is always in forefront to help states affected by natural calamities. During the
current fiscal SBI has lent its helping hand to the states of Assam, Sikkim, Uttarkhand,
Maharashtra etc. With donation to Chief Minister's Relief fund to respective states to
provide succor to the people affected by flood to a tune of Rs. 9.00 crore.

The Bank has constituted SBI's children's Welfare scheme as a trust in 1983. the
corpus of the fund is made up of contribution by staff members with equal contribution
by the bank. The Bank extends grants from this fund to institutions engaged in the
welfare of under privileged / downtrodden children like orphans, destitute, challenged
and deprived etc.

CSR is not an isolated practice or initiative for STATE BANK Of INDIA but runs through
its entire business paradigm.

2.5. Products & services offered By SBI

2.5.1.Personal Banking

State Bank of India provided personal banking services to meet the savings, investment
and finance needs of its customers.

● Savings :
state Bank of India enables opening of savings account to meet the needs of all
categories of customers ranging from general saving account to a premium
 /priority account. The key features of the savings deposit schemes provided by
SBI is a savings account can be opened with no minimum balance requirement
under the No frills account option or the account holder can opt for premium
accounts under the state Bank of India -MOD (multi option Deposit Scheme).
Under the MOD scheme operated by the bank, a minimum balance of Rs. 25.000
needs to be maintained in the account. Any amount in excess of this is ‘Auto’
transferred in units of Rs. 10.000, which enables the account holder to earn a
higher rate of interest on his /her deposit

● Deposits

the deployment of excess funds in the account can be channelised to generate

further wealth by way of various deposit schemes provided by the bank. Some of
the features of the ‘Term Deposit ’ account that can be opened with this public
sector bank are :

1. Term deposit can be opened with a basic minimum amount of Rs. 1,000/-, with
no limit on the maximum amount.
2. Tenure of the deposit can range from 7days to 10 year.
3. payment of interest as per bank rules and types of account.
4. Senior citizens earn an additional interest of 0.25% on such term deposit.
5. Pre -matuely withdrawn however, various penalties may be applicable.

2.5.2 Cards

● Debit cards : state Bank of India provides debit cards starting from classic debit
cards to enable account holder to shop, book tickets or withdraw cash. The Bank
provides international debit cards for the convenience of individuals who travel
outside the country often. The maximum amount of Transaction that can be done
varies for silver, Gold and platinum international debit cards.

● Contactless Debit card : SBI INTOUCH Tap and Go debit card is based on
Near field Technology and users contactless technology to transmit purchase
information to and from a contactless reader. The card is a multi - purpose
international debit card that can be used by the holder to make payments at any
merchant outlet which support Contactless transactions.

● SBI Mumbai Metro combo card : the card is designed especially for mumbaiker
commuting using the Mumbai metro. The card can be used at Mumbai Metro
 Station to pay for metro tickets as well as for shopping at various merchant
outlets.

● SBI Business Debit card : these cards are designed for non - individual
business clients of the bank. The card enables the holder to make online
payments and travel cash free internationally. SBI Business Debit card ensures
high level of security from card frauds as it users the highly secure EVM Chip.

● SBI Prepaid Debit Cards: State Bank of India offers various pre -paid card
options. State Bank Gift Card need to be loaded with an amount of least Rs. 500
to a maximum of Rs. 50.000 and can be a great gift to near and dear ones. The
cards have a validity of 3 years. State Bank foreign Travel card is a pre - loaded
card which is available in 8 foreign currencies. The card is issued on validation of
passport and other travel documents.

2.5.3. Technology

The Bank has used cutting -edge technology to service its clients efficiently. The various
facilities provided by the bank includes :

Online Personal Banking services : The Bank provided online account access to its
customers viz its banking portal the account holders can login and operate their account
with this portal.

Individual Account holders

Some of the operations that can be executed through the online portal are :

● Opening a SBI fixed Deposit Account or SBI Recurring Deposit Account

● making Third party transfers via NEFT, VISA Pay, RTGS or IMPS

● Making Utility Bill payments

● Request for insurance of a new cheque book / stop check / hotlist debit card,
etc.

● Apply for a loan by filling out the online application

this has made banking Transaction speedy, with no need to visit the branch

Mobile Banking services : with banking literally at your fingertips, the bank provides
mobile service application to mobile users of Android and iPhone smartphones. This
ensures 24X7 online access and checking of balance, transfer of funds through IMPS,
mobile payments and more.
State Bank of India has introduced the mobile wallet -‘state Bank Buddy ’ which can be
easily downloaded on your mobile. The wallet can be loaded using debit card, internet
banking or IMPS.

mCash : this is the facility to transfer cash available on the online portal of State Bank
of India and the mobile application. The account holder can transfer the money without
adding a beneficiary. The account holder transfer the money using the beneficiaries ’
mobile number or E-mail Id. The beneficiary would receive a communication of the
funds and a password which is used to claim the funds.

2.6.1.What's New In SBI Product & service

Loan against shares

Leverage SBI investment in shares for loans to meet unforeseen expenses. Avail of
loans up to Rs. 20.000 lakhs against your shares to enable you to meet contingencies,
personal needs or even for subscribing to rights or new issue of shares.

This facility is available to our existing individual customer enjoying a satisfactory

relationship with SBI and maintaining their DEMAT account with SBI cap sec. It is
offered as an Overdraft or Demand Loan. Loan can only be availed in single name.
NRIs are currently not eligible for this loan.

2.6.2.State Bank's Tech Learning center (TLCs) for customers

Another initiative taken by the Bank is to empower their customers through technology
& awareness. The interactive learning session will take the customer through the how's
& why's of Bank Alternative Banking channels : Net Banking, mobile Banking, Green
channel ATMs, CDMs, plastic Banking (cards), pass Book digital painting & more.

2.6.3.SBI Cards Debut contactless payment

SBI Card customers could soon make payments by merely tapping their smartphone on
a swipe machine. SBI Card is updating its mobile application to enable customers make
contactless payments at point of sales (Pos) terminals using a technology called Host
Card Emulation (HCE) which enables dematerialization of the card. Cardholders of the
bank already use smartphones as an alternative for Cards on the Samsung pay
platform and the bank will next month launch its proprietary application which enables
virtualization of the card in a smartphone using near - field communication (NFC).

2.7.Awards and Achievements of SBI

● State Bank of India voted THE BEST BANK in cash management services in
local currency by Asia money.

● State Bank of India wins 2 awards for Best Rural Banking Initiative and Best IT
Architecture

● SBI has been rated as the Best public sector Bank for Rural Reach by Dun &
Bradstreet.

● Golden peacock Award for sustainability, London

● Golden peacock Award for corporate social Responsibility, Mumbai

● Indo - American Chamber of commerce Best Bank Award, Mumbai

● Global finance Magazine, New York Best Emerging Markets Bank in Asia Pacific
2015 Award

● World Branding Forum, London ‘Brand of the year Award’

● BFSI Environmental Award, Singapore

● CMO Asia Award for Best CSR practices, Mumbai

● Business World Magazine ‘Socially Responsible Bank’ Award, Mumbai

● Golden Global Tigers Awards for CSR best practices & Innovations in CSR-
Kuala Lumpur.
2.8.CHANGES BROUGHT IN INFORMATION TECHNOLOGY BY SBI

● In the next decade internet facility was provided for individuals.

● All SBI branches were connected and ATM‘S were launch
● 2001 -KMPG appointed consultant for preparing IT Plan for the Bank.
● Later on Core banking proposed by the IT consultancy company.
● 2002 –All branches computerized but on decentralized systems, there the
initiative of core banking took place.
● 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 channels like ATM & Online Banking.
● All Foreign Offices were brought on Centralized Solution.
● Large network is playing the role of backbone for connectivity across the country.

3. COMPANY PROFILE

ICICI
ICICI Bank ( Industrial credit &
investment corporation of India ) is an Indian financial services company head
quartered 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 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 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 ( B S E) and the National Stock
Exchange ( N S E ) o f India limited and its American Depositary Receipts (ADRs)
are listed on the New York stock Exchange (NYSE)

3.1 Brief History

ICICI bank was originally promoted in1994 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. In 1999, 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 ICIC I and ICICI Bank in January 2002,
by the High Court of Gujarat at Ahmadabad in March 2002, 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, statement generation and a virtual demo of each
service. See in brief in final report.

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
3.2. Products & Services provided By ICICI Bank

3.2.1. Saving Account

Saving account delight customers with rewards, security and ease of banking.

● No minimum balance requirement

● Complete waiver of charges on demand drafts, pay orders and anywhere

banking facilities

● Complimentary and personalized international debt card

● Internet banking - avoid the queue or delays and try simple and secure internet
banking facility for an unmatched online banking experience

● Customer care - ICICI customer care services is always available to address

your queries

● Mobile banking - a quick, simple and convenient way to take command of

customers bank account securely, anytime, anywhere

● Nomination facility - customers may nominate a person as beneficiary to

customer's account proceeds.

3.2.2. Family Wealth Account

A wealth of privileges has been designed to take care of customer's family. ICICI offer
customers a comprehensive suite of products and services tailored for exclusive
customers like you. To get started, need to is start a family banking relationship with
ICICI Bank.

At least one of the members of customer's family should hold a wealth management
account with ICICI Bank and this premium service will be extended to all the members
in the family

3.2.3. Home Loan

● Dedicated term of experts to guide customers through the property purchase

process
 ● Home loan suited as per customer's needs.

● Home loan tenure up to years

● Simplified documentation

● Doorsteps delivery of home loan papers

● Loan approved even before the property is selected

3.2.4. Car Loan

The car loans from ICICI Bank are designed to finance customer's dream car that suits
their status and taste. Following are the benefits when customers choose a car loan
from ICICI and be rest assured of pleasant journey.

● Get loans up to 90% of the ex-showroom price of the car

● Car loans offer attractive interest rates to ensure they have a smooth drive

● New car loans are offered with fixed interest rates during the tenure of the loan

● Repayment of car loans tenure up to 60 months

3.2.5.Foreign Exchange Services

Embark on hassle - free vacations with world class forex solution. Experience utmost
convenience and Service excellence when customers choose foreign currency.
Travellers cheques and travel card for foreign exchange needs. Whether the customer
travel for holiday or for business. ICICI offer efficient solutions with the assurance of
prompt

3.2.6. Demat Account

Enjoy 24X7 accesses to transfer securities through the internet and interactive voice
response (IVR). Now customers can receive their account statement and bill by e-mail
and track their devident, interest and bonus through the account statement.
3.3 what's New In ICICI

3.3.1. Payment summary widget

As more and more of daily transactions move online & become more frequent, it's
getting difficult to keep a tab on upcoming bills, standing instructions and payments
made in the past by the bank. That's why ICICI introduced a payment summary widget
which gives the customer a summary of the their upcoming bills, scheduled auto pay
transactions & transactions made in the last 30 days through internet banking, e- mobile
& pockets.

3.3.2. Introducing super search

To find what customer need quickly, ICICI are pleased to introduce a search feature
within internet banking. Which call SUPER SEARCH because it searches with super
power ! Not only does it find what customer needed or searching for but also lets initiate
transactions directly from within the search.

For example : try searching for funds transfer directly from within the search for funds
transfer using IMPS - payee will automatically appear within the search. ICICI is
continuously working on super search to include more services.

3.3.3.ICICI Bank Ltd Launches ‘Video Banking’ For NRI

In February 2015, ICICI bank announced the launch of ‘ video banking, for its entire NRI
(Non Resident India) customer. Using there services, the customer can now connect
with a customer care representative over a video call, round -the -clock, on all days from
anywhere using their smart phone.

3.3.4. Money 2 India

Money 2 India (www. money 2 India.Com) is an online money transfer tracking services
offered to Non -Resident Indians by ICICI Banking Ltd. With an even -expanding base
since its launch. It is the preferred mode of online money transfer to India, facilitating
seamless money transfer with round the clock service availability. To use these
services, a user needs to complete a single one time online registration by accessing
www.money2india com and can thereafter, start sending money from any bank in 9
countries (USA Canada UK Singapore Australia UAE Sweden Switzerland and Hong
Kong) to any beneficiary account with the 100 banks in India.
3.4. Corporate Social Responsibility of ICICI

Corporate social Responsibility (CSR) is the commitment of companies to provide

resources and support activities focused on enhancing economic and social
development. It is the effort made by companies to improve the living conditions of the
local area in which they operate and the society at large. The activities taken up as part
of corporate social responsibility reflect the intent to create a positive impact on society
without seeking any commensurate monetary benefits.
ICICI Bank limited established the ICICI foundation for Inclusive Growth (‘ICICI
foundation’’) in 2008 with a view to significantly expand the ICICI Group's activities in
the area of CSR. ICICI venture's
objective is to pro -actively support meaningful social economic development in India
and enable a larger number of people to participate in and benefit from India's economic
progress. This is based on the belief that growth and development are effective only
when they result in wider access to opportunities and benefit a broader section of
society. ICICI venture aims to identify critical areas of development that require
investments and intervention, and which can help to realize India's potential growth and
prosperity.

3.4.1.Corporate social Responsibility Activities of ICICI

Diagram 3.1
Corporate social Responsibility. Activities of ICICI

3.5. Awards & Achievement of ICICI Bank

● ICICI Bank was felicitated as one of the winners of the Best performance Award
from NABARD For initiatives implemented under its Self Help Group (SHG) Bank
 Linkages programmed in Tamil Nadu for financial year 2019. The bank has won
this award for three years in a row.

● ICICI Bank won the award in the ‘Best private sector Bank -Rural Reach ’
category at the ‘Dun & Bradstreet Banking Awards 2019

● ICICI Bank Won the award in the ‘Analytics & Big Data’ category at the IDRBT
Banking Technology Excellence Award for 2016 -217. The awards are organized
by the Institute for Development & Research in Banking Technology (IDRBT), an
institute established by the Reserve Bank of India (RBI).

● ICICI Bank won the award in the ‘End Users of IT’category for chatbot on Mobile
and software Robotics at the IMC Digital Technology awards 2018

● ICICI Bank emerged as the ‘Best Bank For SMEs’ at the Asia Money India
Banking Awards 2019 . The Bank has won this award for its automation initiative
‘COLORS’ (Corporate loan Origination System). A COLOR is a system deployed
whit i n the Bank. It has an end -to -end automated workflow right from logging in
an application to disbursing the loan to SMEs.

● ICICI Bank won the Gold Award in the ‘Banks and Credit Cards ’ category, as per
the Readers Digest Trusted Brand survey 2019.

● ICICI Bank won the ‘Best Retail Bank in India’ award for the fourth consecutive
year at the Asian Banker Excellence in Retail Financial services International
Awards 2019.

● ICICI Foundation won the ‘Best CSR & Sustainability practices Award for 2019 at
the 4th Asia Business Responsibility summit.
 CHAPTER - 2

RESEARCH METHODOLOGY:
2.1 Objectives of the Study

The prepared project is based on the following Objectives :

● To study the financial performance of SBI and ICICI bank.

● To know and compare overall satisfaction of customer regarding banking

services.

● To study the market position of both the banks.

● To study the customers relationship with the bank.

● To study how far the customers are aware about online services and other
services provided by banks.

● To make a comparative analysis of the performance of SBI Banks and ICICI in

India.

● To study the nature and extent of ICT practices in the Banking Sector in India

● To examine the impact of ICT tools on the performance of both SBI and ICICI
Bank

● To analyse the perception of customers and employees of selected Commercial

Banks and UCBs in Mysore regarding ICT based Banking transactions.

2.2. Scope of the study :

The study basically tries to identify the customers are satisfied with their service among
ICICI bank & SBI bank and know about the customer preferences among ICICI & SBI
Bank. The study was done to individuals customer restricted to the city of Mumbai .

2.3. Limitation of the study

● The study is limited to the comparison of SBI & ICICI online banking services.

● The study is conducted and information is collected though questionnaire .

 ● The study is limited to a specify area or region of Mumbai.

● Limited to the age group 20 to 30, who use online banking services.

● The Sample size is limited to 50 respondents, who have their accounts with SBI
and ICICI bank.

● An effort has been made to collect useful and accurate information for the
present study from selected respondents, but some of the respondents hesitated
to share the information and might have given vague information

● Analysis of this study is made on the basis of the available information taken
from respondents but it may lack accuracy.

● The study is limited to E-Banking services offered by selected SBI and ICICI
bank.

● It is a very difficult task to understand and analyse the perception of customers

and employees because of product/services offered by Banks choices and
opinions change very often.

2.4. Data Collection :

The objective of the project is such that both primary and secondary data is required to
achieve them. So both primary and secondary data is used for this project. The mode of
collecting primary data is Questionnaire mode and a source of secondary data is
various magazines, books, newspapers and websites, etc.

Primary Data : the primary data is collected through questionnaire prepared that is
circulated within a sample of 50 respondents randomly selected.

Secondary Data : the secondary data is the other hand data which is collected through
various published books, magazines, articles, newspaper, etc.

2.5. Sample size :

50 respondents are selected randomly from Mumbai city.

the selection of sample size was based on following criteria :

● respondent are having their account with SBI and ICICI bank.
 ● Personal Interview
● Direct survey method
● Random sampling method is used
● Structured Questionnaire - open ended, closed -ended

2.7. Technique of Analysis :

The questionnaire prepared for the customers of the SBI & ICICI bank to know their satisfaction
level. the data collected though Questionnaire is analyzed by techniques like mean, median,
mode, standard deviation which is presented in tabular from and by graphs such as bar graph,
pie charts, etc.

Tools Used:

● M S Excel
● SPSS

The research methodology can be summarized as under:

Sampling unit Bank customers

Sampling size 50

Sampling Technique Random and

convenience sampling

Project Instrument Standardized questionnaires

 CHAPTER-3

LITERATURE Of REVIEW
This chapter deals with the various research studies related to the
customer perception towards E banking.The relationship between the Internet
banking and the traditional banking activity is also reviewed.

Acritic on various studies on customer perception:

Siaw, Ire ne; yu, Alec (2004)

The service though internet banking are e-tax payment ; access the account to check
balance , online trading of shares , online remittance of money , Electronic bill payment
system , railway reservation, transfer of funds from one customer's account to other,
application of loan, etc . Internet banking channel is convenient compared to Bank
branch system because stakeholders can access their account at any time.

Khan MS, Mahapatra SS, Sreekumar (2009)

Identified six quality dimensions viz. reliability, accessibility, user -friendliness, privacy /
security ,responsiveness and fulfillment . The study showed that customer were
satisfied with quality of services on five dimensions such as reliability, accessibility, user
friendliness, privacy/security ,responsiveness and fulfillment.They were least satisfied
with user -friendly dimension. the study also aimed at determining the service of banks
operative in India with regards to internet banking.

Kajal chaudhary and monika sharma (2011)

The economics reforms in India started in early nineties, but their outcome is visible
now. Major changes took place in the function of banks in India only after LPG. it has
become very mandatory to study and to make a comparative analysis of services of
public sector and private sector banks. Increased competition , new information
technologies and there by declining processing cost, the erosion of product and
geographic boundaries, and less restrictive governmental regulations have all played a
major role for public sector banks in India to forcefully complete with private and foreign
banks. this paper made an attempt to analyze how efficiently public and private sector
banks have been managing NPA. they have used statistical tools for projection of
trend.
Joshi P. V. & Bhalerao J. V. (2011)

Bank deal with people's most liquid Asset (cash), and run a country's economy. The
banking system in India is significantly different from that of other notions because of
the country's unique economic, social and geographic characteristics . There are high
levels of illiteracy among a large percentage of its population but, at the same time, the
country has a large reservoir of managerial and technologically advanced talents.
Between about 30 to 35 percent of the population resides in metro and urban cities and
the rest is spread in several semi -urban and rural centers. The country's economic
policy framework combines socialistic and capitalistic features with a heavy bias
literature 41 towards public sector investment .an efficient banking system contributes in
an extensive way to higher economic growth in the country.

Rakesh H.M. & ramya T. J. (2014)

To examine the factors that influence internet banking adoption. Using PLS, a model is
successfully proved and it is found the internet banking is influenced by its perceived
reliability, perceived ease of use and perceived usefulness. In the marketing process of
internet banking services of internet banking services marketing expert should
emphasize these benefits it's adoption provides and awareness can also be improved to
attract consumer's attention to internet banking services.

Myla V Pilao (2014)

india posed for cybercriminal expansion with an average of 2.5 million malware
detection in a given month. Furthermore, 33% more malicious apps were downloaded,
network traffic from affected computers continued to rise and government issued site
certificates for compromised Google domains. These and many such incidents show
that cybercriminals will always adapt to new trends and situations whether in the use of
new malware or targeted attacks techniques to continue their attacks.

Neha Alawadhi (2015)

India's internet user base grew over 17% in the first 6 months of 2015 to 354 million,
according to the internet and mobile association of India. The mobile internet user base
grew to an estimated 213 million by June, from an estimated 173 million at the end of
last year of which 128 million users were from urban area and the rest 45 million from
rural India. Increase in local language content will lead to a growth of 39 % in internet
user base, with rural India being the primary driver of this growth (75%) while urban
India will grow at 16%. the next set of internet users will come from rural India and the
availability of local language content on internet will be the key for the growth of internet
industry in India.

Economic Times Blog (2016)

Don't underestimate e-banking capacity, the RBI recently increased the limit for the
money that e-wallets can spend in a month from Rs 10,000 to Rs 20,000. But for a
merchant, the amount he can receive is a measly Rs 50,000 a month from e-wallets.
This makes no sense whatsoever. There is no reason for any limit at all, as there is
complete Traceability for the amount the merchant receives into his e- wallet. This show
of excessive caution will prevent people from using prepaid payment instruments on the
scale they potentially can it is self -defeating and should be removed.

Economic Times (2017)

The RBI data shows that 8 e-wallets, including paytm, mobiwik, freecharge, saw a loss
in their market share after November 8 2016, when demonetisation was announced.
The e-wallets saw maximum growth of 50% to 88 million transactions in December, and
then fell 1% in January. Before falling another 10% in February to 78 million. However,
bank wallets, prepaid cards and vouchers saw a growth of 57% in December to 173
million and the post - demonetisation saw growth of 20% to 208.5 million in January .

Express computer, (2017)

Forrester evaluated the retail mobile banking services of 7 large retail banks in India :
Axis Bank, HDFC Bank, ICICI Bank, Kotak Mahindra Bank, SBI, & yes Bank. This
Year's evaluation rated the Indian Bank on both functionality and usability. Forrester
released its Digital Transformation India Forum, which has ICICI bank receiving the
highest over all Scores for both functionality and usability.
 CHAPTER - 4

DATA PRESENTATION

AND

DATA ANALYSIS
The research project has set up a 15 questions questionnaires so as to analysis
respondent's Perception towards of online banking service in India. the
questionnaire is limited banking companies i.e. State Bank of India (SBI)
Industrial credit & investment Corporation of India Bank (ICICI). A total random
sample of 50 respondents ( 25 customers & 25 employees of the bank ) is taken in
to consideration for data analysis and a graphical representation is done though
pie charts and bar graph.

4. (i). Responses Collected From customer

4.1. Age Group Wise Distribution of Respondents

the age of the respondents who fill the questionnaire is summarized as below:

Table 4.1

Age Frequency Percentage%

20-25 9 36

25-30 11 44

30-35 2 8

Above 35 3 12
Source :Complied by surveyor

Graph 4.1

As per Graph 4.1, about 44% of the respondents belong to the age group of 25-30,
hence prepar online banking services. 36% belongs to 20-25 age group, 12% from
above 35 & only 8% from 30-35 age group.
4.2. Education Qualification distribution of respondents
The education qualification of the respondents is summarized below :

Table 4.2

Qualification Frequency Percentage %

SSC 2 8

Under graduate 2 8

Post graduate 21 84

No education 0 0
Source : compiled by surveyor

Graph 4.2

As per Graph 4.2. The respondents who have filled the questionnaire majority from post
graduate I. e. 80%, after which 12% is under graduate & 8% is pursuing 12th (SCC).
4.3. Account on which Bank

The question was asked to the respondents about ‘‘which bank account they have ?’’ &
the reply for respondents is summarized as below:

Table 4.3

Frequency Percentage (%)

SBI 10 42

ICICI 9 38

OTHER 6 20
Source : compiled by surveyor

Graph 4.3

Graph 4.3. & 4.3 implies that 42% having their account with SBI bank, 38% with ICICI
bank & 20% with other bank .
4.4. Who Use Online Banking

The question was asked to the respondents about ‘‘who use online banking most and
Frequently?’’ & the reply respondents is summarized as below :

Table 4.4

User Frequency Percentage %

Business man 13 52

Students 4 16

Professional / 5 20
expert

Employees 2 10

Other 1 2
Source : compiled by surveyor

Graph 4.4

Graph 4.4 table 4.4 implies who use online banking or e - banking most. It says mostly
businessman use online banking. I.e. 52%. 20 % is used by professional or expert, 16%
by students, 10% by employees and the rest one not use online banking mostly .i e. 2%
4.5. How many knows online banking

The question was asked to the respondents about ‘‘do you know online banking ?’’ &
the reply of respondents is summarized as below :

Table 4.5

Frequency Percentage %

Yes 23 92

No 2 8
Source : Compiled by surveyor

Graph 4.5

Graph 4.5 & table 4.5 reveals that how many people know about online banking in
today's economy. 92% respondent knows about what is online banking and 8% don't
know about online banking even after the demonetarization.
4.6 Bank Branch visit

The question was asked to the respondents about ‘‘ how frequently do you visit your
bank branch ?” and the reply of respondents is summarized below.

Table 4.6

Frequency Percentage %

Regularly 2 8

Weekly 0 0

Monthly 11 44

Quarterly 9 36

Yearly 3 12
source: Compiled by surveyor

Graph 4.6

Graph 4.6 & table 4.6 reveals that how frequently customer visits their bank branch.
44% respondent visit monthly and 36% respondent visit quarterly. Only 8% respondents
visit regularly.
4.7. Aware About Online Banking

The question was asked to respondents about “how do you know about online
banking?” and the reply is summarized below.

Table 4.7

Frequency Percentage %

News paper 4 17

Advertisement 14 58

Friends 3 12

bank 3 9

Other 1 4
Source : Compiled by surveyor

Graph 4.7

Graph 4.7 & 4.7 implies that how people get aware about online banking. 58.3% people
are getting aware from advertisements, 16.7% from newspaper, 12.5% from friends, 9%
from banks employees and remaining 4% from other source.
4.8 Reasons For Choosing Online Banking Services

The question was asked to respondents about “what were yours reasons for choosing
online banking services?” and they of respondents is summarized below.

Table 4.8

Frequency Percentage %

Save time 7 28

Convenience 7 28

24 hours access to 11 44
account
Source : Compiled by surveyor

Graph 4.8

Graph 4.8 & table 4.8 implies the reasons why people choose online banking services.
44% people use online service because it is 24 hours access to account. 28% use
because it save time and conveniences.
4.9. Often Use On Online Services

The question was asked to respondents about “how often you use online services?” and
the reply of respondents is summarized below :

Table 4.9

Frequency Percentage %

Daily 6 24

Weekly 5 20

Monthly 13 52

never 1 4
Source : Compiled by surveyor

Graph 4.9

Graph 4.9 & table 4.9 says that how often people use online banking services. 52%
respondent use monthly and 24% respondents use daily. only 4% never used online
services.
4.10. Mostly Used Online Features

The question was asked to respondents about “which online features do you use
regularly?” and the reply of respondents is summarized below.

Table 4.10

Frequency Percentage %

Transfer funds 10 40

Pay bills 10 40

Balance inquire 2 8

Other 3 12
Source : Compiled by surveyor

Graph 4.10

Graph 4.10 & table 4.10 reveals that which online features are used mostly by the
people. 40% people use transfer of funds between accounts features and 40% used
pay bills features. Only 8% used balance inquire features.
4.11 Banks Services

The question was asked to respondents about “ which banks gives you proper
services?” and the reply of respondents is summarized below:

Table 4.11

Frequency Percentage

SBI 18 72

ICICI 5 20

Other 2 8
Source : Compiled by Surveyor

Graph 4.11

Graph 4.11 & table 4.11 implies that which bank provide better & proper services to
their customer in comparison of SBI & ICICI. 72 % respondent says SBI provide proper
services and 20% says ICICI only 8% respondents say other than SBI & ICICI give
proper service .
4.12 Flexibility In online banking

The question was asked to respondents about “which bank gives you a more flexibility
in online banking?” and the reply of respondents is summarized below:

Table 4.12

Frequency Percentage %

SBI 12 48

ICICI 4 4

Both 7 28

Other 5 20
Source : Compiled by Surveyor

Graph 4.12

Graph 4.12 & table 4.12 implies that which bank give more flexible in online banking 48%
respondents say SBI give more flexibility in online services, 28% says both SBI & ICICI bank
give flexibility in online services. Only 4% says other banks.
4.13 Online Banking Transaction

The question was asked respondents about “ which kind of online banking transaction you
prefer?” and the reply of respondents is summarized below:

Table 4.13

Frequency Percentage %

NEFT 12 50

RTGS 10 42

ECS 3 8
Source : Compiled by surveyor

Graph 4.13

Graph 4.13 & table 4.13 reveals that which kind of online banking transaction is mostly preferred
by customer. 15% use NEFT (national electronic fund), 41.7% use RTGS (real- time gross
settlement) & 8.3% use ECS (electronic clearing services).
4.14 Trust on online banking services security

The question was asked to respondents about “do you trust the security Of online banking
services?” and the reply of respondents is summarized below:

Table 4.14

Frequency Percentage

Completely 10 40

Strongly 4 16

Maybe 11 44

Not at all 0 0
Source :Compiled by surveyor

Graph 4.14

Graph 4.14 & table 4.14 reveals that 44% respondents are not sure about the online banking
security, 40% completely trust online banking security and only 16% respondents are strongly
and blindly trust online banking services security.
4.15. Mobile Banking & Mobile wallet

The quotation was asked to respondents about “which you prefer between mobile banking and
mobile wallet?” and the reply of respondents is summarized below:

Table 4.15

Frequency Percentage %

Mobile banking 12 48

Mobile wallet 1 4

Both 9 36

None of these 3 12
Source : Compiled by surveyor

Graph 4.15

Graph 4.15 & Table 4.15 reveals that 48% people use or prefer mobile banking than mobile
wallet I.e. 4%. 36% people prefer both mobile banking & mobile wallet & only 12% people
neither use mobile banking or mobile wallet.
4.16 Disadvantages Of Online Banking

The question was asked to respondents about “what are the disadvantages of online banking?”
and the reply of respondents is summarized below:

Table 4.16

Frequency Percentage %

no disadvantages 3 12

Difficult in using 4 16

Limited services 9 36

Security Concern 14 56
Source : Compiled by surveyor

Graph 4.16

Graph 4.16 table 4.16 implies the disadvantages of online banking 56% respondents say online
services security, 36% limited services, 16% respondents face difficulty in using & 12% says no
disadvantages in online banking.
4.17. Unnecessary charges

The question was asked to respondents about “the unnecessary amount charge by the bank for
not maintaining minimum balance?” and the reply of respondents is summarized below:

Table 4.17

Frequency Percentage

Yes 11 44

No 8 32

May be 6 24
Source : Compiled by surveyor

Graph 4.17

Graph 4.17 & table 4.17 implies that is their bank charge unnecessary amount or deduction for
not maintaining minimum balance in their account 44% respondents say yes, 32% say no & 24
% respondents don't know about it .

4. (ii) . Responses Collected For Employees

4.18. Age Group Of The Respondents

The age of the employees (respondents) who fill the questionnaire is summarized as below :

Table 4.18

Age Frequency Percentage %

25-30 8 33.1

30-35 15 62.4

35-40 2 8.4
Source : Compiled by surveyor

Graph 4.18

As per Graph 4.18 & Table 4.18 about 62.4% of the respondents belong to the age group of 25-
30, who fill the questionnaire. 33.1% belongs to age group of 20-25, 8.4% belong to 30-35 age
group.
4.19. Post Of the Respondents

The post of the employees who fill the questionnaire is summarized below:

Table 4.19

Post Frequency Percentage %

Clerk 8 32

PO 7 28

SO 3 12

Manager 7 28
Source : Compiled by surveyor

Graph 4.19

As per Graph 4.19 & table 4.19 the respondents who have filled the questionnaire majority from
clerk post I.e. 32%, 28% from PO level, 28% are manager & 12% are from SO level.
4.20. Visit Bank website per day

The question was asked to respondents (employees of the bank) about “approximately how
many people visit your bank website per day ?” and the responses of respondents are
summarized below :

Table 4.20

Frequency Percentage %

Less than 10000 4 17

10000 to 50000 9 35

Above 50000 12 50
Source :Compiled by Surveyor

Graph 4.20

Graph 4.20 & table 4.20 implies that how many customers visit their bank website per day. 50%
employee says above 50000 customer visit their bank website for any inquiries, 33% says
10000 to 50000 customer visit their website & only 17% employees say less than 10000
customer visit their website.
4.21 Update On Website

The question was asked to respondents (employees of the bank) about “how frequently do you
update your website?” and the response of respondents are summarized as below:

Table 4.21

Frequency Percentage %

Daily 11 44

Weekly 7 28

Monthly 3 12

More than once in a month 4 16

Source : Compiled by Surveyor

Graph 4.21

Graph 4.21 & table 4.21 reveals that how frequently the banks update their website 44%
employees say they daily update their website and 16 % employees say they do more than
once in a month.
4.22 Reason Of Introducing Online Banking

The question was asked to respondents (employees of the bank) about “what was the reason
behind introducing online banking?” and the response of respondents are summarized as below
:

Table 4.22

Frequency Percentage %

Competing foreign bank 0 0

Man power shortage 1 4

Qualitative customer services 6 16

Faster transaction and time saving 20 80

Source : Complied by surveyor

Graph 4.22

Graph 4.22 & table 4.22 implies that what was the reason behind introducing online / net
banking. 80% says online banking is gave faster transaction & save time. 0% means no
employees think that online banking is introduce for competing with foreign banks.
4.23 Aware About Bank Location On Net

The question was asked to respondents (employees of the bank) about “how do you make your
customer aware of your location on the net?” and the responses of respondents are
summarized as below :

Table 4.23

Frequency Percentage %

Newspaper 1 4

Media 3 12

Bank Publication 3 13

SMS/ mail notification 15 63

Other 2 8
Source :Compiled by surveyor

Graph 4.23

Graph 4.23 & table 4.23 implies that how banks make the customer aware about their location
on the net. 63% banks make the customer aware by SMS/ mail notification and only 4% by
newspaper.
4.24 Difficulties Faced By Employees To Work With E- banking

The question was asked to respondents (employees of the bank) about “what are the difficulties
faced by you to worked?” and the responses of respondents are summarized as below :

Table 4.24

Frequency Percentage %

Lack of knowledge 7 28

Resistance to change 3 12

Lack of proper training 5 20

Problem of security 3 12

No problem 7 28
Source :Compiled by surveyor

Graph 4.24

Graph 4.24 & table 4.24 implies that what are the difficulties faced by the employees to work
with e-banking or channel 28% employees say there is no problems to work with e-banking at
the same 28% employees say it difficult to work because of lack of knowledge. 12% resistance
to change,12%
Face problem of security & 20% face lack of proper training.
4.25 Benefits To Work With Electronic Banking

The question was asked to respondents (employees of the bank) about “what is the benefit with
electronic banking?” and the responses of respondents are summarized as below:

Table 4.25

Frequency Percentage %

Ease to operate 11 44

Improve service quality 15 60

Save time 24 96

Minimize the cost of 9 36

transaction
Source : Compiled by surveyor

Graph 4.25

Graph 4.25 & table 4.25 implies the benefit that employees get to work with electronic banking
96% employees says it save time, 60% says it Improve service quality, 44% says it ease to
operate & 36% says it minimize the cost.
4.26 How Long Has Been The Bank Provide Internet Services

The question was asked to respondents (employees of the bank) about “how long has your
bank been providing internet banking to customer?” and the responses of respondents are
summarized as below:

Table 4.26

Frequency Percentage %

Less than a year 2 18

1 to 5 year 7 28

More than 5 years 16 64

Source : Compiled by surveyor

Graph 4. 26

Graph 4.26 & table 4.26 implies how long has been the bank providing internet banking and
services to Customer. 64% employees say more than 5 years. And 8% says less than a year.
4.27 Types of Complaints Register Per Month Related To E-Banking

The question was asked respondents (employees of the bank) about “what are the complaint
register per month from e- banking customer?” and the responses of respondents are
summarized as below:

Table 4.27

Frequency Percentage %

Delay in Banking 10 40

High cost of services 7 28

charge

Lack of attention of bank 4 16

employee

Other 4 16
Source : Compiled by surveyor

Graph 4.27

Graph 4.27 & table 4.27 reveals that 40% complaints are register for delaying in banking
Function, 28% for charging high service cost, 16% for lack of attention of banks employees on
Complaint placed by customer, and 16% for other Complaints related to e- banking
4.28 Is E- Banking Beneficial For Banks ?

the question was asked to respondents (employees of the bank) about “ why is e- banking
beneficial for the bank?” and the responses of respondents are summarized as below :

Table 4.28

frequency Percentage %

Gaining customer royalty 4 16

Market share & Strength of 6 24

bank

Vision of the future 13 52

Other 2 8
Source : Compiled by surveyor

Graph 4.28

Graph 4.28 & table 4.28 implies that why is e-banking beneficial for the banks. The
respondents says 52% because for vision of the future and 8% for the other benefits than the
market share, strength of bank and gaining customer royalty.
4.29 Number Of Complaints Received Related To Online Services

The question was asked to respondents (employees of the bank) about “how many Complaints
received regarding the online banking services per month?” and the responses of respondents
are summarized as below:

Table 4.29

Frequency Percentage %

50 7 28

100 2 8

More than 100 13 52

No Complaints 3 12
Source :Compiled by surveyor

Graph 4.29

Graph 4.29 & table 4.29 implies that more than 100 complaints received regarding the online
banking services I.e. 52%. 12% employees says no complaints received.
 CHAPTER - 5

SUMMARY, MAJOR

OBSERVATION & SUGGESTION

5.1 SUMMARY

The project report focuses on the two major banks in the banking sector that is
state bank of india (SBI) and Industrial credit & investment corporation of India
Bank (ICICI). The research project has covered the level and e -banking services
provided by the ICICI and SBI Bank to its customers. It includes the research on
the customers’ expectations and employees thinking & requirements of e-
banking services of the bank. The research is basically done on the comparative
analysis of e-banking services of ICICI and SBI bank. It is done to know that
which bank is better in providing the E-banking services. I have reviewed various
literatures on the net pertaining to the SBI & ICICI bank. Thought the data
analysis it was found that all over the e- banking service of SBI bank is the best
as compared to ICICI bank. The SBI Bank has more customer satisfaction than
the other banks. through a small sample size also it was revealed and proved
that the public sector bank that is SBI bank is at a developing and progressing
side than the ICICI Bank. The customers were more positive in their approach
Making this kind of report created enthusiasm and interest in this topic.

The research project has added the following major observation and suggestions
below.

5.2 Major Observations:

It is observed from the Research that:

1. Most of the people are aware of online banking services. Approx, 51% of
Indians use online banking channels.

2. Most of the customers ask for the advice from the others & bankers before
opening an online account.

3. 26% of Indian customers prefer to access services via their bank’s

website, and the same number would prefer to use a mobile app rather
than talk to a human agent.
4. 92% people think that online banking services are the best way for
transferring the money from one to another etc.

5. 82% people are ready to take the advantage of online banking services
provided by SBI bank.

6. According to my knowledge and perception maximum old age customers

found SBI more reliable bank as a public sector bank where as mostly
youngsters have interest in ICICI bank.

7. more banks are connecting to the software companies to run the e-banking
service. In these services SBI Bank is in Top in proving the service.

8. The services used by most of the customers are checking the current
balance of their account, order a cheque book, and pay bills, online trading
and inter account transfers.

9. A satisfaction level of customer is high 93% of respondents are satisfied by

the level of banking service they receive, 22% say they have never faced
any customer satisfaction related issues.

10. 37% of Indian respondents will change banks if they had a bad
experience, 44% would let friends and family know about their issues.
5.3 Suggestion

● Banking should take necessary steps to create awareness among rural

people about the advantages and use of online banking services available
in the banks.

● The online banking should make the online equity & online payment much
easier to the customers to Grap the illiterate population.

● Most of the customers have not availed of the e-banking services because
they don't trust the internet channel so bank may set up a term of
personnel to train the customers to get familiar with internet channel.

● Customers judge technology on function and emotion, in other words how

it makes their lives easier, and how it feels when they use it. If the banks
digital presence is dated, it make the customer feel satisfied and fail the
effort of online function like delay, insufficient information, etc.

● Always update the website & make the customers update about your new
product and services through banks website.

● Charge lesser amount for online transaction and also inform the
customers about their transaction and the charges cut on that online
transaction through SMS or email.
 Conclusion

I want to conclude that the best e-banking service is provided by the SBI Bank
while comparing it with the ICICI Bank. That means the public sector bank is
progressing than the private sector bank.

While doing the questionnaire with the customers I know about their views
regarding the online banking services and also the scope of online banking
services. Indian customers are very conservative and less risk taker.

The banks should or must be focus on -Launch Innovative product, customized

advance products, Better customer services, fastest customer's problem solving
techniques, and customer retention.

Since both the banks are competing equally with each other. But SBI bank is little
bit above the line in young customer handling when compared to ICICI bank. SBI
should be considering more reliable because of public sector bank & because of
its various schemes customers are getting the expert’s services.

Customers of small cities don't take any advice before opening an online banking
account anywhere. But as the scope of online banking services is increasing day
by day. It is bringing the hope that scope will take expertise services of online
banking services. This response of the people shows that how much opportunity
is laying in the market for the online banking services.

In this project I tried to focus on the customer preference & their views regarding
online banking services.
 Bibliography

Books:

R. k. Uppal (2008), Banking services and information Technology: The Indian

Experience

R. K. Uppal (2009), Modern Banking in India: Dimensions and Risks

Website:

➢ https//www. sbi.co.in/

➢ www.ICICI bank. com

➢ www.economictimes/sbinews

➢ www.scribd.com

➢ www.google.com

➢ www.slideshare.com
 Questionnaire

On
Online banking In India: A Comparative study of SBI & ICICI Bank

For customer

1. Personal questions
i. Name
ii. Age
iii. Education qualification?
○ SSC
○ Undergraduate
○ Post graduate
○ No education

2. Which bank account you have?

a. SBI
b. ICICI
c. other

3. According to you who use online banking most?

a. Student
b. Businessmen
c. Professional /expert
d. Employees
e. Other (specify)

4. Do you know online banking?

a. Yes
b. No

5. How do you know about online banking

a. Newspaper
b. Advertisement
c. Friends
d. Others

6. How frequently do you visit your bank branch ?

a. Regularly
b. Weekly
c. monthly
 d. Quarterly

7.what were yours reasons for choosing our online banking services?
a. To save time
b. Convenience
c. 24 hours access to accounts
d. Others

8. How often do you use your online service?

a. Daily
b. Weekly
c. Monthly
d. Never

9. Which online features do you use mostly ?

a. Pay bills
b. Make an account
c. Transfer funds between accounts
d. Wire transfers

10. Which banks gives you proper services ?

a. SBI
b. ICICI
c. Others
d. None of these
A
11. Which bank gives you the more flexibility in online banking?
a. SBI
b. ICICI
c. Others
d. Both of these

12. Which kind of online banking transaction you prefer?

a. RTGS (real time gross settlement)
b. NEFT (national electronic funds)
c. ECS (electronic clearing services)

13. Do you trust the security of online banking services?

a. Completely
b. strongly
c. May be
d. Not at all

14. From the following which you prefer more?

 a. Mobile banking
b. Mobile wallet
c. Both a & b
d. None of these

15. What is the disadvantage of online banking?

a. Security conrcen
b. Limited services
c. Difficult in using
d. No disadvantage

16. Do you bank charge unnecessary amount for not maintain minimum balance?
a. Yes
b. No
c. May be

For employees

1. Personal questions
i. Name
II. age
iii. Post :
○ Clerk
○ Po
○ So
○ Manager

2. Approximately how many people visit your bank website per day?
a. Less than 10000
b. 10000 to 50000
c. above 50000
d. Other

3. How frequently do you update your website ?

a. Daily
b. Weekly
c. Monthly
d. More than once in a month for every update

4. What was the reason behind introducing online / e-banking ?

a. For competing foreign bank
b. Man Power shortage
 c. Qualitative customer services
d. Faster transaction and time saving
e. any other (specify)

5. How do you make your customer aware of your location on the net ?
a. Advertising on net
b. News media
c. Banks publication
d. Other

6. What are the difficulties faced by the employees to work with e-banking / channels ?
a. Lack of knowledge
b. Resistance to change
c. Lack of proper training
d. Problem of security
e. None / no problem

7. What is the benefit with electronic banking ?

a. Minimize the cost of transaction
b. Save time
c. Improve service quality
d. All of the above

8. How long has your bank been providing internet banking to customer?
a. Less than a year
b. 1 to 5 year
c. More than 5 year
d. Other

9. What are the complaint register per month from e-banking customer ?
a. Delay in banking function
b. High cost of services charge
c. Lack of attention of banks employee
d. Other

10. What is e-banking beneficial for the bank ?

a. For gaining customer royalty
b. Market share and strength of bank
c. Vision of the future
d. Other

11. Number of complaints received related to online services per month ?

a. 50
b. 100
c. More than 100
d. No complaints