A STUDY ON ONLINE BANKING SERVICES AND CUSTOMER

SATISFACTION OF PUBLIC AND PRIVATE BANKS IN

TIRUCHIRAPPALLI
SUBMITTED BY
SAKTHIVEL S
(17UBU605)
BACHELOR OF BUSINESS ADMINISTRATION
UNDER THE GUIDANCE OF
Dr. B. AUGUSTINE AROCKIARAJ, M. Com, M.Phil., B.Ed., PGDCA, NET, Ph.D.

DEPARTMENT OF BUSINESS ADMINISTRATION

ST. JOSEPH’S COLLEGE (AUTONOMOUS)

Accredited at A++ Grade (4th Cycle) by NAAC
Special Heritage Status Awarded by UGC
DBT- STAR & DST-FIST Sponsored College
TIRCHIRAPPALLI-620 002
APRIL -2020.

DR. B. AUGUSTINE AROCKIARAJ, M. Com, M.Phil., B.Ed., PGDCA, NET, Ph.D.

HEAD OF THE DEPARTMENT

DEPARTMENT OF BUSINESS ADMINISTRATION

ST. JOSEPH’S COLLEGE (AUTONOMOUS)

TIRUCHIRAPPALLI-620002.

CERTIFICATE
This is to certify of that the project work entitled, is a bonofield record “A STUDY ON

ONLINE BANKING SERVICES AND CUSTOMER SATISFACT OF PUBLIC AND

PRIVATE BANKS IN TIRUCHIRAPPALLI” work done by Mr. SAKTHIVEL S

(17UBU605) during the academic year 2019-2020 submitted to ST. JOSEPH’S COLLEGE

(AUTONOMOUS) TIRUCHIRAPPALLI for the partial fulfilment for the award of degree

BACHELOR OF BUSINESS ADMINISTRATION by the DEPARTMENT OF BUSINESS

ADMINISTRATION, ST. JOSEPH’S COLLEGE (AUTONOMOUS) TRICHY-2. Under

my guidance and supervision. This project work represents entirely and independent and original

work on the part of candidate and this work have not previously from the basic for the award of

other degree, diploma or other title.

HEAD OF THE DEPARTMENT SIGNATURE OF GUIDE

EXTERNAL EXAMINER

Mr. SAKTHIVEL. S
BACHELOR OF BUSINESS ADMINISTRATION
ST. JOSEPH’S COLLEGE (AUTONOMOUS)
TIRUCHIRAPPALLI-620002.

DECLARATION

I hereby declare that the project work entitled A STUDY ON ONLINE

BANKING SERVICES AND CUSTOMER SATISFACTION OF
PUBLIC AND PRIVATE BANKS IN TIRUCHIRAPPALLI has been
originally carried out by me under the guidance of DR. B. AUGUSTINE
AROCKIARAJ, M. Com, M.Phil., B.Ed., PGDCA, NET, Ph.D. This report
has not been submitted for any other courses.

SAKTHIVEL S
(17UBU605)

ACKNOWLEDGEMENT
First of all, I would like to express my gratitude to almighty god to
enabling me to complete this project work.

I thank Rev. Dr. M. Arockiaswamy Xavier, SJ, Principal, St. Joseph’s

College (Autonomous) Tiruchirappalli.

I express my gratitude to Prof. Dr. V. Alex Ramani, Deputy Principle,

St. Joseph’s College (Autonomous) Tiruchirappalli.

I special thanks to our department head and my guide Dr. B. Augustine

Arockiaraj, St. Joseph’s College (Autonomous) Tiruchirappalli. For
encouragement and guidance. I wish my sense of gratitude and profound
thanks to him.

I would also like to thanks my department professors and my dear

friends for their precious support which helped me in all ways to
complete my project report.

SAKTHIVEL S

(17UBU605)
CHAPTE CONTENTS PAGE.NO
R
1 INTRODUCTION 01

2 REVIEW OF LITERATURE 07

3 PROFILE OF THE STUDY AREA 17

4 DATA ANALYSIS AND INTERPRETATIO 28

5 FINDINGS, SUGGESTION, AND CONCLUTION 68

BIBLIOGRAPHY 72

ANNEXURE 73

LIST OF TABLES
TABLE.N TITLE
O PAGE No
4.01 GENDER WISE ANALYSIS
28
4.02 AGE WISE ANALYSIS 30

4.03 OCCUPATION WISE ANALYSIS 32

4.04 INCOME WISE ANALYSIS 34

4.05 EDUCATIONAL PROFILE 36

4.06 INTERNET USE PER WEEK

38
4.07 ONLINE BANKING FACILITIES 40

4.08 CORE BANKING FACILITY 42

4.09 FREQUANCY OF ONLINE BANKING SERVICES 44

4.10 SINGLE ONLINE TRANSACTION 46

4.11 AVAILABILITY OF ONLINE BANKING 48

4.12 EDUCATING ABOUT INTERNET BANKING 50

4.13 AWARENESS OF FRAUDS AND SECURED BANKING 52

4.14 UPGRADE BANK SERVICES 54

4.15 BETTER SUBSTITUTION OF TRADITIONAL 56

BANKING
4.16 ACCESS ONLINE BANKING 58

4.17 BETTER SERVICES IN FUTURE 60

BANK CHARGES 62
4.18
RATINNG OF ONLINE BANKING SERVICES 64
4.19
RATING OF ONLINE SERVICES 66
4.20

LIST OF CHARTS
CHART.NO TITLE PAGE No
4.01 GENDER WISE ANALYSIS
29
4.02 AGE WISE ANALYSIS 31
4.03 OCCUPATION WISE ANALYSIS 33

4.04 INCOME WISE ANALYSIS 35

4.05 EDUCATIONAL PROFILE 37

4.06 INTERNET USE PER WEEK
39
4.07 ONLINE BANKING FACILITIES 41
4.08 CORE BANKING FACILITY 43
4.09 FREQUANCY OF ONLINE BANKING SERVICES 45

4.10 SINGLE ONLINE TRANSACTION 47

4.11 AVAILABILITY OF ONLINE BANKING 49

4.12 EDUCATING ABOUT INTERNET BANKING 51
4.13 AWARENESS OF FRAUDS AND SECURED BANKING 53

4.14 UPGRADE BANK SERVICES 55

4.15 BETTER SUBSTITUTION OF TRADITIONAL BANKING 57

4.16 ACCESS ONLINE BANKING 59

4.17 BETTER SERVICES IN FUTURE 61

BANK CHARGES 63
4.18
RATINNG OF ONLINE BANKING SERVICES 65
4.19
RATING OF ONLINE SERVICES 67
4.20
 CHAPTER-1

1.1 INTRODUCTION

The internet communication is one of the most recent developments in communication to be

developed with the first email being sent in 1972 in a split second. This communication allows
the transmission of seemingly limitless amounts of information across the globe (Poster, 2011).
The internet communication has opened doors to new opportunities to the global village that
entails both individuals and organizations with the World Wide Web (WWW) coming to life in
the early nineties going through the explosive expansion in 1995 and growing rapidly from then

This communication not only connects individuals but also exposes them to an array of services,
markets and information which has become the game changer from not just reducing
communication and coordination costs but also to improving service provision and accessibility
and effectively impacting on customer service and satisfaction. The emergence and expansion of
the internet has improved organizations internet and external communication capabilities. In the
banking sector this online facet commonly known as online banking (OB) or e-banking. Internet
st
banking in the 21 century advanced from merely providing balance view and set up types of
alerts but to also be able to do transactions, redeem loyalty coupons, deposit cheques and instruct
payroll-based transactions.

The earliest and widely adopted retail e-banking services in Kenya were the automated Teller
machine (ATM) (Nyangosi et al, 2009). However according to an annual report by Central Bank
of Kenya its adoption and usage has been surpassed by online banking in recent years (CBK
2010). The reason for this is that many low income earners have access to mobile phones and
mobile networks are available in remote areas at a low cost.

The effect of online banking is known as service quality (SQ) dimension such as reliability,
security and privacy, timeliness that impacts on customer satisfaction. This study looks at how

1
this service quality has made the banking experience for consumers better and hence improves
customer satisfaction.

1.2 RESEARCH PROBLEM

However, the trend these days is to reduce human capital numbers to attain more efficiency and
maximize profit, this urged us to focus on E-banking services which lead to a remarkable
reduction in bank cost and the time needed to complete customers’ transactions . In spite of the
positive impact for depending on such services, some customers may receive negative
perceptions because of the small amount of human communication to perform.

In recent years, it is clear that banks are trying to encourage their clients to use E-banking
services more by offering some additional benefits such as better exchange rates or reductions in
some fees. In spite of these benefits, a noticeable number of clients still stuck in the middle
between these benefits and worry about the lack of personal connection with banks employees.
By relying on this debate, an important question still needs an answer, is it possible to improve
clients’ satisfaction by offering the appropriate level of E-banking services? Can banks increase
customer uses for this type of services by enhancing their trust of such services?

1.3 OBJECTIVES OF THE STUDY

MAIN OBJECTIVE

The main objective of the study is to look at how customers perceive online banking services and
how this relates to their levels of satisfaction. This will be done by identifying the quality
dimensions of online banking service quality and finding out the levels of customer satisfaction.

2
SPECIFIC OBJECTIVES

The specific objectives of this study were to;

i. Establish the service quality service dimensions banks should use to evaluate online
banking service

ii. Establish how these service quality dimensions are used to measure the quality of
Online banking service (OBS)

iii. Find out how customers perceive the quality of different aspects of online banking
services they use.

1.4 OPERATIONAL DEFINITION OF KEY TERMS

The terms defined herein were used in this study and have been defined to enable the reader ease
of understanding of the contents of the paper.

 Online banking service (OBS): A service offered by banks that enables customers to
handle account management and account transaction directly on the internet through the
banks own website. This includes money transfers, cheque book orders, updating
personal profile and investments option access.

 Service Quality (SQ)/ online banking service quality (OBSQ): The overall comparison
between the perceptions and performance of the online banking system by the customers

1.5 RESEARCH METHODOLOGY

The Primary data have been collected through a survey with a structured QUESTIONNAIRE on
a sample of randomly selected 50 people of TRICHY in which some are college students,
business persons, service holders, working women and some people who belong to 20-60 age
group. From 50 respondents 36 respondents use online banking and the data collected from
those people are used to analysis the trend of Net-Banking.

3
AREA OF SUTDY

The study has been conducted by public and private banking sectors of Tiruchirappalli.

SAMPLE SIZE

36 respondents out of 50 have been selected in this study.

SAMPLING METHOD

Simple randome sampling has been used.

1.6 DATA COLLECTION

Primary Source: The study is based on both of primary and secondary data. the primary data
have been collected from the people of TRICHY through social network like GOOGLE
FORMS.

Secondary Source: The secondary data have been collected from different articles & website
resources such as www.wikipedia.com, www.google.co.in and so many others. We have used
simple pictures, tables, & graphs to analysis & present the data. Apart from this I also followed
my guide’s instructions to finish the project.

1.7 IMPORTANCE OF SERVICE QUALITY IN BANKS

Increased competition, highly educated consumers, and increase in standard of living are forcing
many businesses to review their customer service strategy. Many business firms are channelling
more efforts to retain existing customers rather than to acquire new ones since the cost of
acquiring new customer is greater than cost of retaining existing customers.

There is enough evidence that demonstrates the strategic benefits of quality in contributing to
market share and return on investment. Maximizing customer satisfaction through quality
customer service has been described as ‘the ultimate weapon’ by Davidow and Vital (1989).

4
According to them, in all industries, when competitors are roughly matched, those with stress on
customer’s service will win. In view of the above mentioned facts, an analysis of service quality
perceptions from customer’s point of view may be sound and interesting at this juncture. Such an
analysis will provide banks, a quantitative estimate of their services being perceived with
intricate details such as whether banks are meeting the expectations of the customers or not.

1.8 SERVICE FOCUS AREAS OF BANKING INDUSTRY

There are a variety of services like retail banking, corporate banking, investment banking,
commercial banking, personnel banking, wholesale banking, internet banking etc.

1.9 ELECTRONIC BANKING AND SERVICE QUALITY

As customers become more sophisticated, therefore, it becomes essential to consider the use of
technology to respond to their continuous needs. Banking is an industry highly involved with the
customers. Customers in developing economies seems to keep the “technological factors” of
services as the yardstick in differentiating good & bad services and the human factor – the
employees seem to play a lesser role in discriminating the quality of service for banks. The
variations in services offered by the banks develop excellence for service quality. Banking is no
longer regarded as business dealing with money transaction alone, but it also seem as a business
related to information on financial transaction. Customers at the corporate level or at retail level
have always been important for the banks. As electronic banking is becoming more prevalent,
level of customer satisfaction is also changing the scenario of technological environment.

Informational technology in the form of e-banking plays a significant role in providing better
services at lower cost. Several innovative IT based services such as Automated Teller Machine
(ATM), Internet banking, Smart Cards, Credit Cards, Mobile banking, Phone banking,
Anywhere-Anytime banking have provided number of convenient services to the customer.

So as the service quality improves, the probability of customer satisfaction increases. Increase
satisfaction in turn increases the mutual understanding, customer retention and a bond of trust
between customers and banks. The banks which are providing these services

5
on a wider scale to customers are more reputed in the eyes of customers. But at the same time
technology based product is different in public and private sector banks. Bank automation and
electronic banking is fast in private sector comparative to public sector.

E-banking is an improvement over traditional banking system because it has reduced the cost of
transaction processing, improved the payment efficiency, financial services and also has
improved the banker-customer relationship. The relationship between e-banking and service
quality can be studied with the level of satisfaction. E-banking plays a pivotal role in giving
satisfaction to the customers because e-banking fills the gap between the expected and perceived
service quality. So in order to fill this gap, banks should find ways of making electronic services
more accessible and by allowing the customer to verify the accuracy of the e-banking
transactions.

There are number of reasons due to which customer satisfaction on account of e-banking has
improved. The reasons are as follows;

1. Customer can withdraw funds, transfer funds anytime, anywhere they want.

2. Accessibility has been extended through technological development as it allows customers

to do business from their home and office.

3. It makes the banking activities and transaction very simpler to understand

4. There is no requirement of direct control with bank, as services can be operated wherever
customer wants.

5. It has reduced the waiting time of the customer;

6. Availability of employees at all times is not required as these services are provided 24 hours
a day, seven days a week.

7. Internet based services has enabled the corporate and retail customers to transact from
home, office and travelling.

8. Online fund transfer has enabled the customer to transfer funds from one bank to another or
within the same bank at same time.

9. Communication, interaction between the bank and customer has been improved due to e-
banking.

6
 CHAPTER- 2
REVIEW OF LITERATURE

2.1 MEANING OF LITERATURE REVIEW

 Provides an overview and a critical evaluation of a body of literature relating to a

research topic or a research problem.
 Analyses a body of literature in order to classify it by themes or categories, rather than
simply discussing individual works one after another.
 Presents the research and ideas of the field rather than each individual work or author by
itself.

2.2 PURPOSE OF A LITERATURE REVIEW

A literature review situates your topic in relation to previous research and illuminates a spot for
your research. It accomplishes several goals:
 provides background for your topic using previous research.
 shows you are familiar with previous, relevant research.
 evaluates the depth and breadth of the research in regards to your topic.

7
2.3 LITERATURE REVIEW

SHAZA W. EZZI (APRIL 2014)

In their research paper titled “A Theoretical Model for Internet Banking: Beyond Perceived
Usefulness and Ease of Use” tried to inquired different types of electronic banking like ATM’s,
telephone banking, and electronic funds transfer, Internet banking like has evolved from
consumers’ needs to have superior access to banking services clear of most banks teller-staffed,
normal operating hours. Additionally, Internet banking has grown swiftly from the recent and
the span increases in ecommerce. Internet banking (IB) continues to govern the landscape of
electronic banking as consumers continue to use IB to complete schedule banking transactions in
addition to conducting on-line sales and purchasing. This study presents a theoretical model
considered to help researchers and practitioners better understand the acceptance and adoption
of Internet Banking. The proposed model maybe particularly useful in developing nations where
consumers are loath to use Internet Banking even when the services are available. However, a
review of several studies that have investigated consumers’ acceptance of Internet banking
services from a multiplicity of perspectives have not reached a clear consensus of the factors that
contribute to overall consumer acceptance and adoption. The paper concludes with discussions
of the managerial implications and avenues for future research.

NABIL HUSSEIN AL-FAHIM (2013)

In his research titled “An tentative Study of Factors distressing the Internet Banking espousal: A
Qualitative Study among Postgraduate Students” tried to find out the factors that affect the
internet banking espousal among postgraduate’ students in International Islamic University
Malaysia (IIUM).Approach- Semi structured interviews with eight informant; four adopters and
four non-adopters on postgraduate’ students were conducted to explore this issue. The results
revealed that adopters and non-adopters realized that internet banking (IB) has quite a lot of
benefits and amenities. However, non adopters were concerned about some factors like trust,
ease of use, awareness and security. The results also showed that adopters had positive influence
on use of online banking and they did not have problems with these factors because they had

8
sufficient knowledge and experience in using online banking. The findings are important to
enable bank Executives to have a better understanding of clients’ perception to adopt internet
banking. This will help banks’ managers and owners formulate strategies that could significantly
affect IBA among their customers.

RANGAN, V. KASTURI AND LEE, KATHARINE L., (2012), “MOBILE

BANKING FOR THE UNBANKED “,
The case describes in detail the workings of two mobile banking operators in AfricaWIZZIT in
South Africa and M-PESA in Kenya. It explores the dimensions of strategy that make for success
in the market for the unbanked. It raises questions regarding the portability of the model to other
countries and settings.

RAJA, JOE A. (2012), “GLOBAL E-BANKING SCENARIO AND

CHALLENGES IN BANKING SYSTEM”,
This paper is an attempt to explore the various levels of internet banking services provided by
banks using the secondary data. It also compares the traditional banking systems with net
banking. It lists out the various advantages of internet banking and the successful security
measures adopted by different banks for secured banking transactions. It also analyzes how E-
banking can be useful for banking industry during this global financial melt down.

VAN B., PAUL, VELOSO, FRANCISCO M. AND OLIVEIRA, P., (2012), “

INNOVATION BY USERS IN EMERGING ECONOMIES: EVIDENCE FROM
MOBILE BANKING SERVICES”,
This paper examined the extent to which users in emerging economies innovate, and whether
these innovations are meaningful on a global stage. To study this issue, the researcher conducted
an empirical investigation into the origin and types of innovations in financial services offered
via mobile phones, a global, multi-billion dollar industry where emerging economies play an
important role. The researcher used the complete list of mobile financial services, as reported by

9
the GSM Association (GSMA), and collected detailed histories of the development of the
services and their innovation process.

Analysis of this study shows that 85% of the innovations in this field originated in emerging
markets. The researcher also conclude that at least 50% of all mobile financial services were
pioneered by users, approximately 45% by producers, and 5% jointly by users and producers.
Additionally, services developed by users diffused at more than double the rate of producer-
innovations. Finally, the researcher observed that threequarters of the innovations that originated
in emerging markets have already diffused to OECD countries and that the (user) innovations are
therefore globally meaningful.

MUHAMMED S. ALNSOUR & KHALIL AL-HYARI (2011)

In their research paper “Internet banking and Jordanian corporate customers: issues of security
and trust”. This paper research on the reception behavior of technology is sizeable, yet it is
relatively assorted and fragmented in the context of developing economies like Jordan. The
paper tries to offer insights about two critical factors in acceptance behavior of Jordanian
customers, namely, security and trust. This editorial puts together an integrated conceptual
model for acceptance behavior of Jordanian Corporate customers that includes these two
significant issues. Hypotheses are developed from present literature; these indicate possible
associations among the constructs of the model. Based on input received from 353 corporate
customers, the proposed model is empirically tested using structural equation modeling. Of the
hypothesized associations examined, five were found to be statistically momentous and in the
right direction. The results confirm most of the findings of previous research on the subject,
while some fresh insights on the interrelationships of the constructs used are also revealed. The
results of the study have serious implications for bankers, corporate online users, and business
educators, who may use the empirically tested model as a diagnostic and monitoring tool in
explaining the acceptance behavior of Jordanian business users of online banking. This paper
concludes that safekeeping and trust should be integrated to alleged usefulness and alleged ease
of use in explaining acceptance behavior of corporate customers.

10
DR. RENU ARORA AND DR. SURABHI SINGH (2011)

In their research paper “Service quality of online banking services in public, private and foreign
banks in India” This paper present recent developments in information technology have led to
major changes in service providing organizations such as banks. Every bank realizes that they
must use information technology to survive in this era. Through information technology, banks
can better maintain the relationship with customers as customers tend to interact more with
provided services through information technology. The emergence of new technologies is
enabling new competitors to enter the financial services market quickly and efficiently.
Therefore, it becomes imperative for service providers to meet or exceed the target customers’
satisfaction with quality of services expected by them. This paper presents customers’
perception of quality of online banking services in terms of its constituent factors in public
sector, private sector and foreign banks. A five point continuum scale was prepared for
measuring customer satisfaction with the service quality of online banking services. The scale
was prepared on the basis of five factors of service quality, i.e., tangibility, reliability,
responsiveness, assurance and empathy. Mean scores were also calculated to find out mean
difference between factors affecting service quality of banking services and three types of banks.
Overall evaluation showed that private and foreign banks were performing better than the public
sector banks with regard to five factors.

ELISHA MENSON AUTA (2010)

In his research paper “E-banking in developing economy: empirical evidence from Nigeria”.
This paper empirically examines the impact of e-banking in Nigeria’s economy using Kaiser-
Meyar-Olkin (KMO) approach and Barlett’s Test of Sphericity which supports the use of factor
analysis in order to extract independent variables associated with e-banking. The paper explores
the major factors responsible for internet banking based on respondents’ perception on various
e-banking applications. It also provides a framework of the factors which are taken to assess the
e-banking perception. Due to emergence of global economy, e-business has increasingly become
a necessary component of business strategy and a strong catalyst for economic development. E-

11
banking has become popular because of its convenience and flexibility, and also transaction
related benefits like speed, efficiency, accessibility, etc. The results of this study show that e-
banking serves several advantages to Nigerian banking sector. The customers (respondents)
perception is that e-banking provides convenience and flexible advantages. It also provides
transaction related benefits like easy transfer, speedy transaction, less cost and time saving.
However, the study shows that the Nigerian customers have security, access, and no enough
knowledge regarding e-banking services rendering by banking sector in Nigeria. The study
suggest that critical infrastructure like power and telecommunication should be provided and
with high level of stability to ensure the application of e-banking in Nigeria. Also, the relative
skewed nature of banks location mostly in urban area should be addressed to ensure spread and
accessibility by rural dwelle

2.2 CONCEPTS OF ONLINE BANKING

Online banking is an electronic payment system that enables customers of a financial institution
to conduct financial transactions on a website operated by the institution, such as a retail bank,
virtual bank, credit union or building society. Online banking is also referred as internet
banking, e-banking, virtual banking and by other terms

FIRST ONLINE BANKING SERVICES IN THE UNITED STATES:

According to "Banking and Finance on the Internet," edited by Mary J. Cronin, online banking
was first introduced in the early 1980s in New York. Four major banks—Citibank, Chase
Manhattan, Chemical and Manufacturers Hanover—offered home banking services. Chemical
introduced its Pronto services for individuals and small businesses in 1983. It allowed individual
and small-business clients to maintain electronic chequebook registers, see account balances,
and transfer funds between checking and savings accounts. Pronto failed to attract enough
customers to break even and was abandoned in 1989. Other banks had a similar experience.

12
FIRST ONLINE BANKING SERVICES IN THE U.K.:

Almost simultaneously with the United States, online banking arrived in the United Kingdom.
The UK's first home online banking services known as Home link was set up by Bank of
Scotland for customers of the Nottingham Building Society (NBS) in 1983. The system used
was based on the UK's Prestel view link system and used a computer, such as the BBC Micro,
or keyboard (Tandata Td1400) connected to the telephone system and television set. The system
allowed on-line viewing of statements, bank transfers and bill payments. In order to make bank
transfers and bill payments, a written instruction giving details of the intended recipient had to
be sent to the NBS who set the details up on the Home link system.
Stanford Federal Credit Union was the first financial institution to offer online internet banking
services to all of its members in October 1994.

FIRST ONLINE BANKING IN INDIA:

ICICI bank is the first one to have introduced Online-Banking in 1994 for a limited range of
services such as access to account information, correspondence and, recently, funds transfer
between its branches. ICICI is also getting into e-trading, thus offering a broader range of
integrated services to the customer.

BILL PAYMENT SERVICE

Almost all banks have tie- ups with various utility companies, service providers and insurance
companies, across the country. One can facilitate payment of electricity and telephone bills,
mobile phone, credit card and insurance premium bills. To pay bills, all we need to do is
complete a simple one-time registration for each biller. We can also set up standing instructions
online to pay your recurring bills, automatically. One-time standing instruction will ensure that
we don't miss out on our bill payments due to lack of time. Most interestingly, the bank does not
charge customers for online bill payment.

13
FUND TRANSFER

One can transfer any amount from one account to another of the same or any another bank.

Customers can send money anywhere in India .Once we login to our account, we need to
mention the payees’ account number, his bank and the branch. The transfer will take place in a
day or so, whereas in a traditional method, it takes about three working days.

CREDIT CARD CUSTOMERS

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

RAILWAY PASS
This is something that would interest all the aam janta. Indian Railways has tied up with ICICI
bank and we can now make our railway pass for local trains online. The pass will be delivered to
us at our doorstep. But the facility is limited to Mumbai,Thane, Nashik, Surat and Pune. The
bank charge quite nominal service tax for these services.

INVESTING THROUGH INTERNET BANKING

Opening a fixed deposit account cannot get easier than this. One can now open an FD online
through funds transfer. Online banking can also be a great friend for lazy investors. Now
investors with interlinked demat account and bank account can easily trade in the stock market
and the amount will be automatically debited from their respective bank accounts and the shares
will be credited in their demat account. Moreover, some banks even give the facility to purchase
mutual funds directly from the online banking system.

So one need not worry about filling those big forms for mutual funds, they will now be just a few
clicks away. Nowadays, most leading banks offer both online banking and demat account.

14
However if you have your demat account with independent share brokers, then you need to sign
a special form, which will link your two accounts.

RECHARGING YOUR PREPAID PHONE

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

SHOPPING AT YOUR FINGERTIPS

Leading banks have tie ups with various shopping websites. With a range of all kind of products,
we can shop online and the payment is also made conveniently through our account. We can also
buy railway and air tickets through Internet banking.

15
2.4 REFERENCES

 Shaza w. Ezzi (april 2014) assistant professor of marketing faculty of economics &
administrative king abdulaziz university jeddsh.

 Nabil hussein al-fahim (2013) global journal of management and business.

 Rangan, v. Kasturi and lee, katharine l., (2012), “mobile banking for the unbanked

 Raja, joe a. (2012), “global e-banking scenario and challenges in banking system”,

 Van b., paul, veloso, francisco m. And oliveira, p., (2012), “ innovation by users in
emerging economies: evidence from mobile banking services

 Muhammed s. Alnsour & khalil al-hyari (2011) international journal of global business
vol.16.

 Dr. Renu arora and dr. Surabhi singh (2011) dantiwada, gujarat agricultural university.

 Elisha menson auta (2010) e- banking in developing economy

Cited by 130.

16
 CHAPTER- 3

PROFILE OF THE STUDY AREA

1. INDIAN BANK

Indian bank is an Indian state-owned financial services company established in 1907 and
headquartered in Chennai, India. It has 20,924 employees, 2900 branches with 2861 ATMs and
1014 cash deposit machines and is one of the top performing public sector banks in India. Total
business of the bank has touched ₹430,000 crore (US$60 billion) as on 31 March 2019.
Bank's Information Systems and Security processes certified with ISO27001:2013 standard and
is among very few Banks certified worldwide. It has overseas branches in Colombo and
Singapore including a Foreign Currency Banking Unit at Colombo and Jaffna. It has 227
Overseas Correspondent banks in 75 countries. Since 1969, the Government of India has owned
the bank. As per the announcement made by the Indian Finance Minister Nirmala Sitharaman
on 30 August 2019, Indian Bank will be anchor bank for the
Kolkata-based Allahabad Bank, and this merger is expected to come on force from 1 April
2020, making it the seventh largest bank in the country.

17
 2. STATE BANK OF INDIA (SBI)

The state bank of India is the largest bank in India and one of the world’s biggest corporations.
SBI bank if India is one of the largest employers in the country and most trusted brand and bank
in India.

3. INDIAN OVERSEAS BANK (IOB)

Indian overseas bank is based in Chennai and has an iso certified information technology
department with international branches in Singapore, Colombo and Bangkok.

18
4. INDUSTRIAL CREEDIT AND INVESTMENT CORPORATION OF INDIA (ICICI)

ICICI bank is the second largest bank in India and also listed as one of the big four banks of
India having subsidiaries in Canada, UK and USA, also largest private sector Indian bank.

4. KARUR VYSYA BANK (KVB)

Karur vysya bank is the scheduled commercial bank in India. It has completed 100 years of
operation and is one of the leading banks in India, headquartered in Karur in Tamil Nadu. The
bank primarily operates in treasury, wholesale banking and retail banking segments.

19
ABOUT TIRUCHIRAPPALLI

District: Tiruchirappalli
State: Tamil Nadu
Population: 1.636 million
Literacy rate: 91.45%
Language: Tamil
Type: Mayor-council
Body: Trichy city municipal corporation
Collector: S. Sivarasu I.A.S

FAMOUS PEOPLE FROM TRICHY:

Sir C.V.Raman : Noble prize winner

Rengaraman (Sujatha) : Author, Columnist

Kavingar Vali : Lyricist

Hema Malini : Hindi Cine Actress

Thiyagaraja Bagavalhar : Famous cine actor

Trichy is well connected with all near by cities and lowns by road from Central Bus Stand.

From here frequent bus sewice to all destinations in TamilNadu as well as near by states.

From Chatram Bus Stand there are frequen( (round the clock) bus services in and ou

20
FAMOUS PLACES IN TRICHY

1. ROCK FORT

Pallavas built the initial temple, but the Nayaks made use of its naturally fortified position and
designed it as a fort. There are 344 steps carved out of rock lead to the top. The fort complex has
witnessed fierce battles between Madurai Nayakas and Bijapur, Carnatic and Maratha forces.
The fort played an important part during the Carnatic wars, helping lay the foundations of the
British Empire in India. The Rockfort is the most prominent landmark of the city.

There are three Hindu temples inside the Rockfort, the Ucchi Pillaiyar Temple, Thayumanavar
Temple and the Manikka Vinayakar Temple. The Manikka Vinayakar Temple is located at the
foot of the hill, dedicated to Lord Ganesha. Manikka Vinayakar is the patron deity of the Trichy.

The Ucchi Pillayar Temple is a 7th century Hindu temple, dedicated to Lord Ganesh located on
top of Rock Fort at an altitude of 273 feet. The Ganesh temple is smaller shrine with an access
through steep steps carved on the rock and provides a stunning view of Trichy. Due to its ancient

21
and impressive architecture created by the Pallavas, the temple is maintained by the
Archaeological department of India.

According to the Mythology, when Vibhishana returned home after the coronation of Rama, he
brought with him an idol of Lord Ranganatha in a lying posture. He had been strictly warned not
to put it down on the ground for any reason. When Vinayaka appeared before him as a Brahmin
boy. Vibhishana asked him to hold it for a while Vinayaka accepted his request on condition that
he should come and relieve him before he called him thrice. Vibhishana went to perform his
evening ablutions. But within a short time Vinayaka called him thrice and put it down and ran
away to the top of the hill. The idol stuck to the ground. The famous Ranganatha Temple was
built where the idol was placed.

The Thayumanavar Temple, the biggest of the three temples, is a rock cut temple situated in the
middle of Rock Fort Hill on the way to Ucchi Pillayar Temple. Lord Shiva is worshiped as
Thayumanavar and is represented by the lingam and his consort Parvati is depicted as Mattuvar
Kuzhalammai. A gold-topped tower raises over its sanctum, which houses a 2m-high Shiva
lingam. This temple was built by King Mahendra Varman of Pallava dynasty in 6th Century.
While major portions of the temple were built by Pandyan rulers during 8th century. Evidences
of Jain occupation around the rock are still extant.

2. SRIRANGAM

22
Srirangam is well known for Sri Ranganathaswamy Temple which is the foremost of the eight
self-manifested shrines of Lord Vishnu. The temple is considered the first among 108 prominent
Vishnu temples and also one of the popular Tamilnadu tourist places.

Sri Ranganathaswamy Temple is one of the most famous temples in South India, constructed in
the Dravidian style of architecture. Built across an area of 156 acres, this temple is dedicated to
Ranganatha, a reclining form of Hindu deity, Lord Vishnu. This temple lies on an island formed
by the twin Rivers Cauvery and Kollidam. Though the temple existing since 2nd century BC, the
archaeological inscriptions are available only from the 10th century CE.

This temple is also known by other names such as Thiruvaranga Tirupati, Periyakoil, Bhoologa
Vaikundam and Bhogamandabam. It has seven enclosures formed by thick and huge rampart
walls which run around the sanctum. Apart from the 7 enclosures with massive walls, the temple
complex has 21 very colorful sculpted gopuras, 50 sub shrines, 9 sacred pools and a golden
Vimana (dome) over the sanctum sanctorum of the presiding deity.

During the invasion of Malik Kafur in 1310-1311, the idol of the deity was stolen and taken to
Delhi. In a daring exploit, devotees of Srirangam ventured to Delhi and enthralled the emperor
with their histrionics. Moved by their talent, the emperor was pleased and returned the statue of
the deity of Srirangam. During second invasion in 1323 AD, the deity was taken away before the
invading troops reached Srirangam. The deity was kept in the hills of Tirumala Tirupati for 6
decades until their reinstatement in 1371. It is believed that 13,000 devotees laid down their lives
in the fierce battle to protect the temple.

23
OTHER IMPORTANT PLACES IN TRICHY

1. TEPPAKULAM

2. BIG BAZHAR STREET

3. ERUMBEESWARAR TEMPLE

24
4. BUTTERFLY PARK

5. KALLANAI DAM

25
6. MUKKOMBU DAM

7. ST. JOSEPH COLLEGE CHURCH

26
 CHAPTER- 4

DATA ANALYSIS AND INTERPRETATION

1. GENDER BASIS ANALYSIS

TABLE 4.1

RESPONDENT TOTAL-
PARTICULARS S RESPONDENTS

MALE 29 37

FEMALE 07 13

TOTAL 36 50

Source: primary data

INTERPRETATION

Data collected from 36 respondents, out of 50 respondents perform online banking and this is
represented by a column chart with male and female basis analysis. It is good for the banks as
most of the respondents are aware of the internet banking and all the services have enjoyed them
being offered by banks.

27
 CHART 4.1
GENDER BASIS ANALYSIS

90

80

70

60

50

40

30

20

10

0
RESPONDENTS TOTAL-RESPONDENTS

MALE FEMALE

28
 2. AGE BASIS ANALYSIS:

TABLE 4.2

AGE RESPONDENT PERCENTAG

GROUP S E
BELO
W 20 02 06%

20-35 23 63%

35-50 07 19%
ABOV
E 50 04 11%
TOTA
L 36 100%

Source: primary data

INTERPRETATION
Out of 36 respondents 02 respondents are in below 20 age group, 23 respondents in 20-35 age
group, 07 respondents in 35-50 age group and 04 respondents in above 50 age group. This shows
with the help of a Pie-Chart.

29
 CHART 4.2
AGE BASIS ANALYSIS

30
3. OCCUPATION BASIS ANALYSIS

TABLE 4.3

RESPONDEN PERCENTA
OCCUPATI TS GE
ON
STUDENT 08 23%
SELF-
EMPLOYE 16 45%
D
EMPLOYE
07 19%
E
OTHERS 05 13%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

Among 36 respondents 23% are students, 45% are self-employed, 19% are employees and
13% are others.

31
 CHART 4.3
OCCUPATION BASIS ANALYSIS

32
4. INCOME BASIS ANALYSIS

TABLE 4.4

MONTHL
Y RESPONDENT PERCENTAG
INCOME S E
(in Rs.)
0-10000 16 45%
10,000-
08 23%
20,000
20,000-
05 13%
30,000
ABOVE
07 19%
30,000
TOTAL 36 100%

Source: primary data

INTERPRETATION

Among 36 respondents 45% belong to Rs.0-10,000 income group, 23% belong to Rs.10,000-
20,000 income group, 13% belong to Rs.20,000-30,000 income group, and 19% belong to
above Rs.30,000 income group.

33
 CHATR 4.4
INCOME BASIS ANALYSIS

34
5. EDUCATIONAL PROFILE

TABLE 4.5

PARTICULA RESPONDENT PERCENTAG

R S E
SSLC 03 08%

HSC 01 03%

UG 19 53%

PG 07 19%

OTHERS 06 17%

TOTAL 36 100%

Source: primary data

INTERPRETATION:

Among 36 respondents 08% are SSLC pass, 03% are HSC pass, 53% are graduate, 19% are
Post-Graduate and 17% are others.

35
 CHART 4.5
EDUCATIONAL QUALIFICATION

36
 6. INTERNET USE PER WEEK

TABLE 4.6

INTERNET
RESPONDENTS PERCENTAGE
USE RATE
ONE HOUR 10 28%

TWO HOURS 07 19%

THREE
04 11%
HOURS
MORE THAN
15 42%
THREE HOURS
TOTAL 36 100%

Source: primary data

INTERPRETATION

Among 36 respondents 42% use internet more than three hours per week, 11% use internet three
hours per week, 19% use internet two hours per week and 28% use internet one hour in a week.

37
 CHART 4.6
INTERNET USE PER WEEK

38
7. ONLINE BANKING FACILITIES

TABLE 4.7

PARTICULARS RESPONDENTS PERCENTAGE

ONLINE BANKING
USERS 20 56%
OFFLINE
BANKING USERS 16 44%

TOTAL 36 100%

Source: primary data

INTERPRETATION:

Most of the respondents prefer online banking services. About 56% respondents support online
banking services and only 44% respondents support offline banking services.

39
 CHART 4.7
PREFERABLE ONLINE

40
8. CORE BANKING FACILITY

TABLE 4.8

CORE
RESPONDENT
BANKING PERCENTAGE
S
FACILITY
YES 13 36%

NO 10 28%

CAN'T SAY 13 36%

TOTAL 36 100%

Source: primary data

INTERPRETATION:

Among 36 respondents 64% say that their bank run under core banking system but only 36%
have no clear concept about this and they choose “CAN’T SAY” option.

41
 CHART 4.8
CORE BANKING FACILITIES

42
9. FREQUANCY OF ONLINE BANKING SERVICES

TABLE 4.9

USE OF RESPONDEN PERCENTA

ONLINE TS GE
BANKING
DAILY 09 24%
WEEKLY 04 11%
MONTHLY 08 22%
OCCASIONAL 11 30%
LY
YEARLY 01 03%
NEVER 04 11%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

Most of the people do not need the services of banks regularly. They may transact with banks on
monthly basis, weekly or occasionally. This chart shows the habits of people in case of use of
online banking.

43
 CHART 4.9
USE OF ONLINE BANKING

44
10. SINGLE ONLINE TRANSACTION

TABLE 4.10

TRANSACTION
RESPONDENTS PERCENTAGE
AMOUNT (IN Rs.)
0-1000 19 53%
1000-5000 10 27%
5000-10000 04 11%
10000-20000 01 03%
ABOVE 20000 02 06%
TOTAL 36 100%

Source: primary data

INTERPRETATION:
Most of the online banking users are spend Rs.1000 or below this amount in a single
transaction.

45
 CHART 4.10
MONEY SPEND FOR SINGLE TRANSACTION

46
11. AVAILABILITY OF ONLINE BANKING

TABLE 4.11

PURPOSE OF RESPONDENTS PERCENTAGE

ONLINE BANKING
PRIVACY 03 09%
24x7 BUSINESS 11 31%
HOURS
CONVENIENCE 05 14%
NOT TO MOVE 03 09%
ANYWHERE
EASY TO USE 06 17%
SAVING TIMES & 02 06%
SPEED
HARD TO SAY 02 06%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

Most of the respondents felt that the “24x7 BUSINESS HOURS” provided by the internet
banking is the highest motivating factor for an individual to use internet banking and rest prefer
EASY TO USE, CONVENIENCE, NOT MOVE TO ANYWHERE.

CHART 4.11

47
 AVAILABLE OF ONLINE BANKING

35%

30%

25%

20%

15%

10%

5%

0%
PRIVACY 24x7 CONVENIENCE NOT MOVE TO EASY TO USE SAVE TIME & HARD TO SAY
BUSINESS ANYWERE SPEED
HOUR

12. EDUCATING ABOUT INTERNET BANKING

48
 TABLE 4.12

EDUCATING
RESPONDENT
NET PERCENTAGE
S
BANKING

YES 20 56%

NO 09 25%

CAN’T SAY 07 19%

TOTAL 36 100%

Source: primary data

INTERPRETATION:

Among 36 respondents 20 people said that their bank educated them about the several online
banking services and on the other hand 09 people said that their bank did not educate them
about their net banking services. Remaining 07 people said can’t say anything.

49
 CHART 4.12
EDUCATING ABOUT INTERNET BANKING

13. AWARENESS OF FRAUDS AND SECURED BANKING

TABLE 4.13

50
 AWARENES
RESPONDENT PERCENTAG
S OF
S E
FRAUDS
YES 22 61%

NO 11 31%

CAN'T SAY 03 08%

TOTAL 36 100%

Source: primary data

INTERPRETATION:

It is good to see that most of the users have knowledge about frauds and security issues of net
banking but even with the increasingly knowledge of internet banking some respondents are
unaware the methods taken up by the bank to secure each and every transaction.

CHART 4.13
AWARENESS OF FRAUDS AND SECURED BANKING

51
 YES , 22

60

50

40 NO , 11

30
CAN'T SAY , 03

20

10

14. UPGRADE BANK SERVICES

TABLE 4.14

52
 UPGRADATIO
RESONDENT PERCENTAG
N OF ONLINE
S E
SERVICES

YES 24 67%
NO 03 08%
CAN’T SAY 09 25%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

This is very interesting to see that most of the online banking users think that their banks upgrade
their services regularly. But some people did not think so and some few did not come to a
conclusion.

CHART 4.14
UPGRADE BANK SERVICES

53
15. BETTER SUBSTITUTION OF TRADITIONAL BANKING

TABLE 4.15

54
 ONLINE
BANKING- RESPONDENT
PERCENTAGE
BETTER S
SUBSTITUE
YES 22 61%
NO 11 31%
CAN'T SAY 03 08%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

It was witnessed that most of the respondents preferred using Internet Banking over there
traditional banking system. Thus, Internet Banking has a bright future ahead.

CHART 4.15
BETTER SUBSTITUTION OF TRADITIONAL BANKING

55
16. ACCESS ONLINE BANKING

TABLE 4.16

56
 NON-
RESPONDENTS PERCENTAGE
ACCESSBILITY
LACK OF 15 42%
AWARNESS
INADEQUATE ATM
03 08%
SERVICE
RURAL AREA 07 19%
LACK OF
COMPUTER 05 14%
FACILITY
LESS INTERNET
03 08%
CONNECTION
LACK OF 03 08%
KNOWLEDGE
TOTAL 36 100%

Source: primary data

INTERPRETATION:

Among 36 respondents 15 choose “LACK OF AWARNESS”, 03 choose “INADEQUATE

ATM SERVICE”, 07 choose “RURAL AREA”, 05 choose “LACK OF COMPUTER
FACILITY”, 05 choose LESS INTERNET CONNECTION” and 03 choose “LACK OF
KNOWLEDGE” option.

CHART 4.16
ONLINE BANKING SERVICES

57
17. BETTER SERVICES IN FUTURE

TABLE 4.17

MODIFICATION
RESPONDENTS PERCENTAGE
OF SERVICES

58
 ATM SERVICE 12 40%
ACCOUNTS 06 20%
SERVICE
FUND TRANSFER 02 07%
BILL PAYMENT 10 33%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

This chart shows that “ATM SERVICE”, “BILL PAYMENT” and “ACCOUNTS SERVICE”
should be modified in near future.

CHART 4.17
BETTER SERVICES IN FUTURE

59
18. BANK CHARGES

TABLE 4.18

60
 UNNECESSARY
RESPONDENTS PERCENTAGE
BANK CHARGES

YES 22 61%
NO 11 31%
CAN'T SAY 03 08%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

26% users think that their banks charge unnecessary for online services. While 08% people think
that their banks don’t do such and 02% people are unable to answer this question.

CHART 4.18
UNWANTED BANK CHARGES

61
 60

50

40

30

20

10

0
No yes CAN'T SAY

19. RATINNG OF ONLINE BANKING SERVICES

TABLE 4.19

62
 RATING RESPONDENTS PERCENTAGE

EXCELLENT 11 30%
VERY GOOD 11 30%
GOOD 10 27%
AVERAGE 03 08%
POOR 02 05%
TOTAL 36 100%

Source: primary data

INTERPRETATION:

The satisfaction level of people with the online banking services of their banks has a mixed
Review. This may due to multiple reasons. Moreover 35 people choose “GOOD” option.

CHART 4.19
RATING ANALYSIS OVERALL

63
20. RATING OF ONLINE SERVICES

TABLE 4.20

TRANSACTIONS EXCELLENT GOOD AVERAGE POOR NOT APPLICABLE

64
 FUND TRANSFER 10 16 04 02 00

ATM BANKING 13 19 04 00 00

BALANCE ENQUIRY 09 17 08 00 00

ONLINE FIXED DEPOSIT 08 15 09 02 00

REQUEST A DEMAND DRAFT 05 19 10 00 00

PAY BILLS 11 12 08 02 00

ONLINE SHOPPING 10 12 10 01 00

ONLINE RECHARGE 16 08 06 02 00

Source: primary data

INTERPRETATION:

It is interesting to see that most of the respondents give “GOOD” rating to ATM Banking,
Balance Enquiry, Pay Bills, Online-Shopping and Online Recharge.

CHART 4.20
RATING ANALYSIS

65
90
80
70
60
50
40
30
20
10

FUND ATM BANKING BALANCE ONLINE FIXED REQUEST A PAY BILLS ONLINE ONLINE
TRANSFER ENQUIRY DEPOSIT DEMAND SHOPPING RECHARGE

CHAPTER- 5
FINDINGS

 36 people respond to this study. But out of which 56% people claim that they perform
online banking service.
 15 respondents use internet more than three hours in a week.

66
 out of 36 people 32 are male and 04 are female. That’s mean the male have more
knowledge about the transactions and having more knowledge about the services
provided by the banks. Only working ladies and school-college students having
knowledge about that service.
 Most of the respondents who lies under below 20-35 are using E-Banking services.
 Among 36 respondents’ 16 people are either service holders or business men. Because
the services are more benefited towards this people.
 Most of the respondents are either H.S.C pass or Graduate.
 45% respondents who are using these facilities having income up to Rs.10000, and the
rest having income between Rs.10000-20000.
 Among 36 respondents 90% said that their banks run under CORE BANKING
SOLUSION and this is very good for Indian economy.
 24x7 BUSINESS HOURS is the main benefit which online banking users have seen
among other options.
 Most of the online banking users have a tendency to spend Rs.1000 or below this
amount in a single transaction.
 Users got excellent services from ATM BANKING, BALANCE ENQUARY, BILLS
PAYMENT, ONLINE SHOPPING and ONLINE RECHARGE etc. and other services
have not excellent performance like that.
 Among 36 respondents 20 people said that their bank educated them about the several
online banking services and on the other hand 09 people said that their bank did not
educate them about their net banking services. So it is very controversial matter.
 Most of the users have no requirement for daily or monthly base transactions, they prefer
monthly base transactions.
 This study revealed that most of the users claim that they aware of security threats and
they took recommend steps to secure the net banking.
 Maximum number of respondents claim that their banks do extra charges for net banking
facilities.
 Out of 36 respondents 90% people told that they will continue online banking activities
in future.

67
 Most of the respondents claim that LACK OF AWARENESS, LESS COMPUTER
FACILITIES and LESS INTERNET CONNECTION are the main causes for non-
accessibility of online banking by majority of people in their area.
 People also claim that ATM SERVICE, BILL PAYMENT SERVICE and INTERNET
SECURITY SERVICE should be modified in near future. Some people also vote for
CUSTOMER FEEDBACK service.
 Moreover 24 people are highly satisfied with this service and 12 people are satisfied.

SUGGESTION

 If using the same computer or mobile for online banking, e-mail and web browsing,
always LOG OFF banking sessions before checking e-mail or web browsing. computer
viruses today are capable of installing themselves through email links as well as web
sites where just passively moving your mouse over an image could be enough to install a

68
 script that grabs your cached online banking credentials (user ID and password) and
allows a criminal to steal money from your account. Always keep your anti-virus
software up-to-date.
 Do not respond to e-mails requesting account information, account verification or
banking access credentials such as usernames, passwords, PIN codes and similar
information.
 Do not use e-mail (or e-mail based fax systems like FACsys) to send sensitive
information.
 Clear the browser cache before starting an online banking session to eliminate copies of
web pages that have been stored on the hard disk.
 Verify the secure session (https or not https) in the browser.
 Avoid using automatic login features that save your personal details.
 Create a strong password but that will be easy to remember without writing it down
anywhere.
 Frequently change your password combination for better protection.

CONCLUSION

In a country like India, there is need for providing better and customized services to the
customers. Banks must be concerned about the attitudes of customers with regard to acceptance
of internet banking. The importance of security and privacy for acceptance of internet banking
has been noted in many earlier studies and it was found that people claim that they have
69
knowledge about security issues but they have no clear idea about all kind frauds. The present
study shows that customers are more reluctant to accept new technologies or methods that might
contain little risk. Hence, banks should design the website to address security and trust issues.
The survey was conducted with 50 people of Trichy area. So we can’t say that this is the real
trends of net banking of whole the country. People are not confident enough to whether to rely
completely on online banking. There is hesitancy in their minds with regards to preference. So
they use both the online and offline banking. The study was conducted with the help of my
project guide and my friends also.

BIBLIOGRAPHY

BOOKS
 E- COMMERCE BY P.T JOSEPH
 E-COMMERCE BY JANICE REYNOLDS
 ONLINE BANKING BY MARGAM PUBLICATION.

70
WEBSITES
 www.google.com
 www.wikipedia.in
 www.slideshare.net
 www.scribed.in
 www.investopedia.com
 www.linkedin.com

ANNEXURE
A STUDY ON ONLINE BANKING IN TRICHY

QUESTIONNAIRE.
Dear respondent,

71
I am a student of ST. JOSEPH’S COLLEGE, Department of business administration, and I presently
doing a project on ‘A STUDY ON ONLINE BANKING IN TRICHY’. I request you to kindly fill the
questions stated below and i assure you that the data generated by you will be kept confidential.

A.PERSONAL DETAILS:

1. NAME: ……………………………………………………………………………………

2. GENDER: MALE ☐ FEMALE ☐

3. AGE GROUP: BELOW 20 ☐ 20-35 ☐ 35-50 ☐ ABOVE 50 ☐

4. OCCUPATION: ………………………………………………………………………

5.MONTHLY INCOME:

BELOW Rs.10,000 ☐ Rs.10,000-20,000 ☐ Rs.20,000-30,000 ☐ ABOVE Rs.30,000. ☐

B. EDUCATIONSL PROFILE:

6. SSLC ☐ HSC ☐ UG ☐ PG ☐ OTHERS ☐

7. HOW OFTEN DO YOU USE INTERNET PER WEEK?

1HOUR ☐ 2HOURS ☐ 3HOURS ☐ MORE THAN 3 HOURS ☐

8. ARE YOU IN THE OPINION THAT YOUR BANK CHARGES UNNECESSARY FOR ONLINE SERVICES?

YES ☐ NO ☐ CAN’T SAY ☐

9. DO YOU AVAIL OF ALL BANKING FACILITIES ONLINE?

YES ☐ NO ☐
10. IF YOUR BANK OPERATD UNDER CORE-BANKING FACILITY?

YES ☐ NO ☐ CAN’T SAY ☐

72
11. HOW FREQUENTLY DO HAVE YOU USE ONLINE BANKING SERVICES?

DAILY ☐ WEEKLY ☐ MONTHLY ☐ OCCASIONALLY ☐ YEARLY ☐ NEVER ☐

12. HOW MUCH DO YOU SPENT FOR A SINGLE ONLINE TRANSACTION?

Rs. 0-1,000 ☐ Rs.1,000- 5,000 ☐ Rs.5,000-10,000 ☐ Rs.10,000-20,000☐ ABOVE Rs.20000

13. WHY DO YOU AVAIL OF ONLINE BANKING?

PRIVACY ☐ 24*7BUSSINESS HOUR ☐ CONVENIENCE☐ NOT TO MOVE ANYWHERE ☐

EASY TO USE ☐ SAVING TIME & SPEED ☐ HARD TO SAY ☐ OTHERS ☐

14. DOES YOUR BANK EDUCATE YOU ABOUT THE ONLINE BANKING SERVICES BEING OFFERED?

YES ☐ NO ☐ CAN’T SAY ☐

15. ARE YOU AWARE OF THE SECURITY THREATS AND FRAUDS IN ONLINE BANKING AND FAMILIAR WITH
THE METHODS OF SECURED ONLINE TRANSACTIONS?

YES ☐ NO ☐ CAN’T SAY ☐

16. DOES YOUR BANK UPGRADE ONLINE SERVICES REGULARLY?

YES ☐ NO ☐ CAN’T SAY ☐

17. DO YOU THINK ONLINE BAKING IS BETTER SUBSTITUTE OF TRADITIONAL BANKING SYSTEM?

YES ☐ NO ☐ CAN’T SAY ☐

18. WHY PEOPLES ARE NOT INTERESTED TO ACCESS ONLINE BANKING SYSTEM?

☐ LACK OF AWARENESS OF PEOPLE ☐ INADEQUATE ATM SERVICE ☐ RURAL AREA

☐ LACK OF KNOWLEDGE ☐ LESS INTERNET CONNECTION ☐ OTHERS
73
19. IN YOUR OPINION WHICH ONLINE OPERATIONS SHOULD BE MODIFIED PROMPTLY FOR BETTER
SERVICES IN FUTURE?

ATM SERVICE ☐
ACCOUNT SERVICE ☐
FUND TRANSFER ☐
BILL PAYMENT ☐
E- TAX PAYMENT ☐
E- DEPOSIT ☐
MARKET INVESTMENT & DEMAT SERVICES ☐
LOANS AND CREDIT SERVICE ☐
INTERNET SECURITY SERVICE ☐
OTHERS CUSTOMER RELATION SHIP SERVICE ☐

20. KINDLY RATE THE FOLLOWINGS OF YOUR ONLINE BANKING SERVICES:

QUESTIONS EXCELLEN GOOD AVERAGE POOR NOT

T APPLICABLE
FUND TRANSFER
ATM BANKING
BALANCE ENQUIRY
ONLINE FIXED
DEPOSIT
REQUEST A DEMAT
DRAFT
PAY BILLS
ONLINE SHOPPING
ONLINE RECHARGE

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 OTHERS

21. GIVE YOUR OVERALL RATINNG IN ONLINE BANKING SERVICRS?

EXCELLENT ☐ VERY GOOD ☐ GOOD ☐ AVERAGE ☐ POOR ☐

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