CHAPTER-1

(INTRODUCTION)

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 INTRODUCTION

E-BANKING:-

Internet banking (or E-banking) means any user with a personal computer and
a browser can get connected to his bank -s website to perform any of the virtual
banking functions. In internet banking system the bank has a centralized database that
is web-enabled. All the services that the bank has permitted on the internet are
displayed in menu. Any service can be selected, and further interaction is dictated by
the nature of service.

Once the branch offices of banks are interconnected through terrestrial or satellite
links, there would be no physical identity for any branch. It would a borderless entity
permitting anytime, anywhere and anyhow banking.

The delivery channel includes direct dial up connections, private networks, public
networks, etc. with the popularity of computers, easy access to internet and world wide
web(WWW).

Internet is increasingly used by banks as a channel for receiving instructions and

delivering their products and services to their customers. This form is generally
referred to as internet banking, although the range of products and services offered by
banks very widely both in their content and sophistication.

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.POPLULAR PRODUCTS/SERVICES COVERED UNDER E-
BANKING:

1. Electronic fund transfer (EFT)

2. Tele-banking

3. Smart cards

4. Debit cards

5. Credit cards

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 6. E-Cheque

7. Automated Teller Machines (ATM):

It is simply the use of electronic means to transfer funds directly from one account to
another, rather than by cheque or cash. You can use electronic funds transfer to:

 Have your paycheck deposited directly into your bank or credit union
checking account.
 Withdraw money from your checking account from an ATM machine with a
personal identification number (PIN), at your convenience, day or night.
 Instruct your bank or credit union to automatically pay certain monthly bills
from your account, such as your auto loan or your mortgage payment.
 Have the bank or credit union transfer funds each month from your checking
account to your mutual fund account.
 Have your government social security benefits check or your tax refund
deposited directly into your checking account.
 Buy groceries, gasoline and other purchases at the point-of-sale, using a check
card rather than cash, credit or a personal check.
 Use a smart card with a prepaid amount of money embedded in it for use
instead of cash at a pay phone, expressway road toll, or on college campuses
at the library's photocopy machine or bookstores.

Tele- Banking

Undertaking a host of banking related services including financial transactions from the
convenience of customers chosen place anywhere across the GLOBE and any time of date
and night has now been made possible by introducing on-line Telebanking services. By
dialing the given Telebanking number through a landline or a mobile from anywhere, the
customer can access his account and by following the user-friendly menu, entire banking can
be done through Interactive Voice Response (IVR) system. With sufficient numbers of
hunting lines made available, customer call will hardly fail. The system is bi-lingual and has
following facilities offered

 Automatic balance voice out for the default account.

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  Balance inquiry and transaction inquiry in all
 Inquiry of all term deposit account
 Statement of account by Fax, e-mail or ordinary mail.
 Cheque book request
 Stop payment which is on-line and instantaneous
 Transfer of funds with CBS which is automatic and instantaneous
 Utility Bill Payments
 Renewal of term deposit which is automatic and instantaneous
 Voice out of last five transactions.

Smart card

A smart card usually contains an embedded 8-bit microprocessor (a kind of computer chip).
The microprocessor is under a contact pad on one side of the card. Think of the
microprocessor as replacing the usual magnetic stripe present on a credit card or debit card.

The microprocessor on the smart card is there for security. The host computer and card
reader actually "talk" to the microprocessor. The microprocessor enforces access to the data
on the card. The chips in these cards are capable of many kinds of transactions. For example,
a person could make purchases from their credit account, debit account or from a stored
account value that's reload able.

The enhanced memory and processing capacity of the smart card is many times that of
traditional magnetic-stripe cards and can accommodate several different applications on a
single card. It can also hold identification information, which means no more shuffling
through cards in the wallet to find the right one -- the Smart Card will be the only one
needed.

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Debit Card

Debit cards are also known as check cards. Debit cards look like credit cards or ATM
(automated teller machine) cards, but operate like cash or a personal check. Debit cards are
different from credit cards. While a credit card is a way to "pay later," a debit card is a way to
"pay now." When you use a debit card, your money is quickly deducted from your checking
or savings account.

Debit cards are accepted at many locations, including grocery stores, retail stores, gasoline
stations, and restaurants. You can use your card anywhere merchants display your card's
brand name or logo. They offer an alternative to carrying a checkbook or cash.

Credit card

A credit card is a payment card issued to users as a system of payment. It allows the

cardholder to pay for goods and services based on the holder's promise to pay for them. The
issuer of the card creates a revolving account and grants a line of credit to the consumer (or

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the user) from which the user can borrow money for payment to a merchant or as a cash
advance to the user.

A credit card is different from a charge card: a charge card requires the balance to be paid in
full each month. In contrast, credit cards allow the consumers a continuing balance of debt,
subject to interest being charged. A credit card also differs from a cash card, which can be
used like currency by the owner of the card. A credit card differs from a charge card also in
that a credit card typically involves a third-party entity that pays the seller and is reimbursed
by the buyer, whereas a charge card simply defers payment by the buyer until a later date.

E-Cheque

 An e-Cheque is the electronic version or representation of paper cheque.

 The Information and Legal Framework on the E-Cheque is the same as that of the
paper cheque’s.
 It can now be used in place of paper cheques to do any and all remote transactions.

 An E-cheque work the same way a cheque does, the cheque writer "writes" the e-
Cheque using one of many types of electronic devices and "gives" the e-Cheque to the
payee electronically. The payee "deposits" the Electronic Cheque receives credit, and the
payee's bank "clears" the e-Cheque to the paying bank. The paying bank validates the e-
Cheque and then "charges" the check writer's account for the check

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Automated Teller Machines (ATM):

An unattended electronic machine in a public place, connected to a data system and related
equipment and activated by a bank customer to obtain cash withdrawals and other banking
services. Also called automatic teller machine, cash machine; Also called money machine.

An automated teller machine or automatic teller machine (ATM) is an electronic

computerized telecommunications device that allows a financial institution's customers to
directly use a secure method of communication to access their bank accounts, order or make
cash withdrawals (or cash advances using a credit card) and check their account balances
without the need for a human bank teller (or cashier in the UK). Many ATMs also allow
people to deposit cash or cheques, transfer money between their bank accounts, top up their
mobile phones' pre-paid accounts or even buy postage stamps.

On most modern ATMs, the customer identifies him or herself by inserting a plastic card
with a magnetic stripe or a plastic smartcard with a chip, that contains his or her account
number. The customer then verifies their identity by entering a passcode, often referred to as
a PIN (Personal Identification Number) of four or more digits. Upon successful entry of the
PIN, the customer may perform a transaction.

If the number is entered incorrectly several times in a row (usually three attempts per card
insertion), some ATMs will attempt retain the card as a security precaution to prevent an

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unauthorised user from discovering the PIN by guesswork. Captured cards are often
destroyed if the ATM owner is not the card issuing bank, as non-customer's identities cannot
be reliably confirmed.

The Indian market today has approximately more than 17,000 ATM’s.

Internet Banking:

Internet Banking lets you handle many banking transactions via your personal computer. For
instance, you may use your computer to view your account balance, request transfers
between accounts, and pay bills electronically.

Internet banking system and method in which a personal computer is connected by a network
service provider directly to a host computer system of a bank such that customer service
requests can be processed automatically without need for intervention by customer service
representatives. The system is capable of distinguishing between those customer service
requests which are capable of automated fulfillment and those requests which require
handling by a customer service representative.

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The system is integrated with the host computer system of the bank so that the remote
banking customer can access other automated services of the bank. The method of the
invention includes the steps of inputting a customer banking request from among a menu of
banking requests at a remote personnel computer; transmitting the banking requests to a host
computer over a network; receiving the request at the host computer; identifying the type of
customer banking request received; automatic logging of the service request, comparing the
received request to a stored table of request types, each of the request types having an
attribute to indicate whether the request type is capable of being fulfilled by a customer
service representative or by an automated system; and, depending upon the attribute,
directing the request either to a queue for handling by a customer service representative or to
a queue for processing by an automated system.

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 ICICI BANK

ICICI Bank is India's second-largest bank with total assets of Rs. 3,562.28 billion (US$ 7
billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (US$ 648.8 million) for
the nine months ended December 31, 2009. The Bank has a network of 1,723 branches and
about 4,883 ATMs in India and presence in 18 countries. ICICI Bank 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 and affiliates in the
areas of investment banking, life and non-life insurance, venture capital and asset
management. The Bank currently 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. Our UK subsidiary ha
s established branches in Belgium and Germany. ICICI Bank's equity shares are listed in
India on Bombay Stock Exchange and the National Stock Exchange of India Limited and
its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange
(NYSE). The Bank is expanding in overseas markets and has the largest international
balance sheet among Indian banks. ICICI Bank now has wholly owned subsidiaries,
branches and representatives offices in 19 countries, including an offshore unit in Mumbai.
This includes wholly owned subsidiaries in Canada, Russia and the UK (the subsidiary
through which the Hi save savings brand is operated), offshore banking units in Bahrain
and Singapore, an advisory branch in Dubai, branches in Belgium, Hong Kong and Sri
Lanka, and representative offices in Bangladesh, China, Malaysia, Indonesia, South Africa,
Thailand, the United Arab Emirates and USA. Overseas, the Bank is targeting the NRI
(Non-Resident Indian) population in particular. 59 ICICI reported a 1.15% rise in net profit
to 1,014.21 crore on a 1.29% increase in total income to 9,712.31 crore in Q2 September

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2008 over Q2 September 2007. The bank's CASA ratio increased to 30% in 2008 from
25% in 2007. ICICI Bank is one of the Big Four Banks of India, along with State Bank of
India, Punjab National Bank Bank of India and Canara Bank — its main competitors.

HISTORY
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was
formed in 1955 at the initiative of the World Bank, the Government of India and
representatives of Indian industry. The principal objective was to create a development
financial institution for providing medium-term and long-term project financing to Indian
businesses. In 1954, The Industrial Credit and Investment Corporation of India Limited
(ICICI) was incorporated at the initiative of World Bank, the Government of India and
representatives of Indian industry, with the objective of creating a development financial
institution for providing medium-term and long-term project financing to Indian
businesses. In 1994, ICICI established Banking Corporation as a banking subsidiary.
Formerly known as Industrial Credit and Investment Corporation of India, ICICI Banking
Corporation was later renamed as 'ICICI Bank Limited'. ICICI founded a separate legal
entity, ICICI Bank, to undertake normal banking operations - taking deposits, credit cards,
car loans etc. In 2001, ICICI acquired Bank of Madura (est. 1943). Bank of Madura was a
Chettiar bank, and had acquired Chettinad Mercantile Bank (est. 1933) and Illanji Bank
(established 1904) in the 1960s. In 2002, The Boards of Directors of ICICI and ICICI Bank
approved the reverse merger of ICICI, ICICI Personal Financial 60 Services Limited and
ICICI Capital Services Limited, into ICICI Bank. After receiving all necessary regulatory
approvals, ICICI integrated the group's financing and banking operations, both wholesale

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and retail, into a single entity. At the same time, ICICI started its international expansion
by opening representative offices in New York and London. In India, ICICI Bank bought
the Shimla and Darjeeling branches that Standard Chartered Bank had inherited when it
acquired Grindlays Bank. In 2003, ICICI opened subsidiaries in Canada and the United
Kingdom (UK), and in the UK it established an alliance with Lloyds TSB. It also opened
an Offshore Banking Unit (OBU) in Singapore and representative offices in Dubai and
Shanghai. In 2004, ICICI opened a representative office in Bangladesh to tap the extensive
trade between that country, India and South Africa. In 2005, ICICI acquired Investitsion
no-Kreditny Bank (IKB), a Russia bank with about US$4mn in assets, head office in
Balabanovo in the Kaluga region, and with a branch in Moscow. ICICI renamed the bank
ICICI Bank Eurasia. Also, ICICI established a branch in Dubai International Financial
Centre and in Hong Kong. In 2006, ICICI Bank UK opened a branch in Antwerp, in
Belgium. ICICI opened representative offices in Bangkok, Jakarta, and Kuala Lumpur. In
2007, ICICI amalgamated Sangli Bank, which was headquartered in Sangli, in Maharashtra
State, and which had 158 branches in Maharashtra and another 31 in Karnataka State.
Sangli Bank had been founded in 1916 and was particularly strong in rural areas. With
respect to the international sphere, ICICI also received permission from the government of
Qatar to open a branch in Doha. Also, ICICI Bank Eurasia opened a second branch, this
time in St. Petersburg. In 2008, The US Federal Reserve permitted ICICI to convert its
representative office in New York into a branch. ICICI also established a branch in
Frankfurt. In 2009, ICICI made huge changes in its organization like elimination of loss
making department and retrenching outsourced staff or renegotiate their charges in
consequent to the recession. In addition to this, ICICI adopted a massive appro 61 at about
3,000 crore. ICICI announced that the merger expand ICICI Bank's branch network by
25%. On 18h October 2010, ICICI will inaugurate I-Express, an instant cross-border
money transfer option for Non-Resident Indians (NRIs). This service will be available
through the ICICI Bank's select partners in the Gulf Cooperation Council. In the 1990s,
ICICI transformed its business from a 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.

Subsidiaries

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  I-Express, an instant cross-border money transfer option.
 ICICI Lombard
 ICICI Prudential
Acquisition
 2005 - Investitsionno-Kreditny Bank (IKB), a Russian bank
 2007 - Sangli Bank , Maharashtra State
 23 May - Bank of Rajasthan

ICICI BANKING SERVICES

ICICI net banking / internet banking

ICICI net banking /internet banking offers various facilities and has been registering
increasing number of customers as well. 67 The facility of net banking is immense and
hence it offers one of the largest customer bases. You can get the luxury of linking many
accounts with the same customer id apart from that you can view all the transactions online
as well. You can transfer the funds to other accounts of the same bank or to other banks as
well. Official website for accessing icici net banking / internet banking is
www.icicibank.com. Apart from that, you can transfer funds from bank account to credit
cards. If in case you have done any transactions through your credit card, there will be auto
debit. If you want to see the account statement, you don‘t need to go to the bank, instead
you can see through email as well. One of the best things again relates with the fact that
you can file online taxes. Now all your important transactions can be done online and are
just a click away as well. Since the bank offers so many facilities as a result it has become
one of the preferred choices of the people and it‘s the love and affection of the people
which has made the bank coming up with innovations to ease the lives of people so that
you can have many reasons to opt for icici net banking / internet banking.

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MOBILE BANKING:

Conducting banking operations using the mobile phone has been fast catching up around
the world for its convenience. We have launched mobile services in India to convenience
our customers. You can do your banking operations sitting anywhere, anytime. It is
discreet, personalized and on your phone. Use it when at a meeting, in a movie hall, while
having your Sunday brunch or at any other place you cannot usually expect to get the
information you want from your bank. It is an empowering and user friendly mode of
accessing your bank account. To get started, take a look at the menu on the left and go
through our various services You can now access the following ICICI Bank services via
your mobile phone:

INSTA BANKING

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Insta Banking makes your banking simpler, faster, and more convenient. Through these 5
great channels - Internet Banking, Mobile Banking, ICICI Bank ATMs, Instant Voice
Response (IVR) Banking and I Mobile - you can do your day today banking anytime,
anywhere.

INTERNET BANKING

ICICI Bank brings convenience and security to your desktop. Now you can check your
account balance, transfer funds, download your account statement, and pay bills or even
book tickets online, from the comfort of your home or in the middle of a busy 69 day at the
office. Explore the power of simpler and smarter Banking whether you are a Banking,
Credit Card, Loan or Demat customer.

ATM BANKING

Bank 24/7 through a widespread network of ICICI Bank ATMs making life easy and
convenient for you. User-friendly graphic screens and easy to follow instructions available
in a choice of local languages, makes ATM Banking with ICICI Bank a smoother
experience. ICICI Bank's widespread network of ATMs makes it easy and convenient for
you to bank 24/7. With over 4,883 + ATMs and 1,626 + branches set up within India, we
ensure that you are never too far from an ICICI Bank ATM. Userfriendly graphic screens
and easy to follow instructions in a choice of local languages, makes ATM Banking with
ICICI Bank a smooth experience. ICICIBank.com also features the easy to access ATM
Locator, making it easy for you to find an ICICI Bank ATM in your neighborhood.

I MOBILE

ICICI Bank's I Mobile is a breakthrough innovation in banking that allows you to transfer
funds, make your credit card payments, pay utility bills, check your balance and do lots
more, for free. So why wait anymore. Just download the I Mobile application on your
phone by sending us an SMS and experience I Mobile. . ICICI Bank brings to you the 2nd
generation I Mobile that has newer features, smarter interface, quicker navigation and
enhanced functionality. ICICI Bank's I Mobile is your answer to banking on the move. The

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next generation I Mobile is your key to a faster, easier and simplified banking service.
Using GPRS enabled on your mobile handset or through SMS, I Mobile helps you to
connect directly to your bank account. This Rich Client Based Application needs to be
installed on your mobile thereby enabling a single click access to your account. Services
available with i Mobile:
 Payment of utility bills and credit card bills
 Transfer of funds to any bank account
 Payment of insurance premium
 Placement of service request such us ordering of cheque books, bank account
statements, cheque status and balance enquiry.
Access the following ICICI Bank services via I Mobile:
 Funds transfer
 Bill Payment Balance Enquiry
 Last 5 transactions
 Cheque Book Request Stop
 Cheque request
 Cheque status Enquiry

Credit Card
 Balance Details
 Last Payment
 Details Payment
 Due Date Reward Point Status

Demat A/c
 Holding Enquiry Transaction
 Status Bill Enquiry
 ISIN Enquiry Loan A/c
 Provisional IT Certificate
 Final IT Certificate
 Reset Letter Rescheduled Letter
 Loan Agreement Copy

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 M Shop
 Prepaid Mobile Recharge
 Other Services
 Status of Service Request Raised
 Locate US

IVR BANKING

Find answers to all your banking needs from your phone. ICICI Bank's Instant Voice
Response (IVR) Banking is free of charge, fully automated and at the same time user-
friendly. Just having an ATM PIN for your account and credit card ensures that your
transactions are secure.
 Saving A/C
 Credit cards
 Demat Bonds
 Others.

TV BANKING

At ICICI Bank, we've introduced India to an all new way of banking. TV Banking. This
pioneering initiative now enables you to get information regarding loans, accounts, deposits
and a lot more while you're watching that exciting cricket match or your favorite sitcom.

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 HDFC BANK

HDFC Bank was incorporated in 1994 by Housing Development Finance Corporation

Limited (HDFC), India's largest housing finance company. It was among the first companies
to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in
the private sector. The Bank started operations as a scheduled commercial bank in January
1995 under the RBI's liberalisation policies. In 2008 HDFC Bank acquired Centurion Bank of
Punjab taking its total branches to more than 1,000. The amalgamated bank emerged with a
base of about Rs. 1,22,000 crore and net advances of about Rs.89,000 crore. The balance
sheet size of the combined entity is more than Rs. 1,63,000 crores.
HDFC Bank Limited is a major Indian financial services company based in India,
incorporated in August 1994, after the Reserve Bank of India allowed establishing private
sector banks. The Bank was promoted by the Housing Development Finance Corporation, a
premier housing finance company (set up in 1977) of India. HDFC Bank has 1,986 branches
and over 5,471 ATMs, in 996 cities in India, and all branches of the bank are linked on an
online real-time basis. As of 30 Sept 2008 the bank had total assets of Rs.1006.82 billion. For
the fiscal year 2010-11, the bank has reported net profit of 3,926.30 crore (US$796.25
million), up 33.1% from the previous fiscal. Total annual earnings of the bank increased by
20.37% reaching at 24,263.4 crore (US$4.92 billion) in 2010-11.

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It is one of the Big Four banks of India, along with State Bank of India, ICICI Bank and
Punjab National Bank—its main competitors.

E-BANKING PRODUCTS

NET BANKING
The e-banking service provided by HDFC bank is called Net Banking. Through net banking
customers can avail ‘anywhere anytime’ banking through their computers.

NET BANKING ON MOBILE

Today, mobile phone itself works as a bank. Now banking customers can reach to their
accounts and avail various banking services through HDFC mobile banking service. It
enables customers to not only avail all the required information about their bank account on
their mobile screen, such as, balance details etc., as well as can transfer their funds also.
Customer can do it on mobile phone through Net Banking on Mobile. On Internet enabled
mobile handset, customer can conduct transactions on a WAP site specifically configured for
mobile phones.

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Through Mobile Banking service, HDFC Bank customers can avail following services on
their mobile phones:
1. Transfer of fund

2. View bank account balance details

3. Have last three transaction details

4. Request a cheque book

5. Enquire cheque status

6. Request an account statement

7. Have Fixed Deposit details

8. Request for I-PIN generation

9. View account statements

10. Transfer funds between accounts

11. Request stop payments

12. Pay utility bills

13. Create fixed deposit online

Customer can access HDFC Bank Mobile Banking service using SMS on mobile phone.
Customers can access their account balance, mini statement, account statement etc using
based SMS service. HDFC Bank Mobile Banking is also available on ngpay wherein besides
the above mentioned non financial transactions, customers can also perform funds transfers
and shop for select merchants and make payments using their HDFC Bank account.

CREDIT CARDS ONLINE

The HDFC Bank Net Banking service is now available for Credit Cards also. Now using
HDFC Bank Credit Card has become more convenient and time saving. Customers can now
access their Credit Card account from home or office or even while travelling. Net banking
features are available:-

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View
1. Account Information

2. Unbilled Transactions

3. Credit Card Statement

4. Download Card Statement (up to last 6 months)

Request for
1. Autopay Register (Only for HDFC Bank account holders)

2. Autopay Deregister

3. Statement on E-Mail

4. Credit Card ATM PIN

5. Register New Card

6. Deregister Card

7. Credit Card Payment (Only for HDFC Bank account holders)

This service is offered completely free and customers can be assured of complete privacy
when they use the Net Banking facility.
Insta Alert
Now customers can get regular updates on their bank account on their mobile phone or email
ID. Customers need to register for the Insta Alert service and receive updates on their account
as and when the select transaction happens - all this without visiting the branch or ATM.
Customers can register for any or all of the following alerts:
(1) Debit transactions greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000

(2) Credit in account greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000

(3) Account Balance below Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000-

(4) Weekly account balance

(5) Salary Credits*

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ATM
With wide spread network of 6,520 ATMs across India, customers can enjoy the following
benefits at their convenience-
(1) 24-hour access to Cash - Withdraw up to Rs.15, 000/- per day on the ATM Card and Rs.
25,000/- or more on the Debit Card (depending on the type of card held).

(2) Personalised Cash Withdrawals – Save time on cash withdrawal transactions by pre-
setting the preferred language / account / amount.

(3) View Account Balances & Mini-statements – Customers can get details of the last 9
transactions on account with the mini-statement, along with the account balance.

(4) Change ATM PIN – Customers can change the ATM PIN at any given point in time.

(5) Order a Cheque Book / Account Statement- Customers can order a cheque book or their
account statement through ATM.

(6) HDFC Bank Credit Card Payment- Customers can make payment of their HDFC Bank
Credit Card dues using the ATM. The primary account of customer’s Debit / ATM card will
be debited.

(7) Deposit Cash or Cheques - Deposit Cash or Cheques into account without visiting the
Branch. This facility is also available at Non-Branch HDFC Bank ATMs.

(8) Transfer Funds between accounts – Transfer money between accounts. Both accounts
must be linked to the ATM / Debit Card. Maximum of 16 Accounts (Savings / Current) can
be linked to a card.

Refill Prepaid Mobile

Customers can refill prepaid mobile using Prepaid Mobile Refill service instantly.

Pay Utility Bills

Customers can pay the mobile, telephone and electricity bills through the ATM using Bill
Pay, a comprehensive bill payments solution.

Cheque Status Enquiry

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Customers can get information about status of the cheque issued from customers’ account.

Net Banking Password Request

Customers can request for the Net Banking Password (IPIN) and the same will be dispatched
to the recorded mailing address.

Cash @ SHOP
It is a new service from HDFC Bank which allows customers to withdraw cash using their
debit card at select merchant outlets.
Features & Benefits
 HDFC Bank Debit Card is ready and offering this facility to the customers.

 Maximum withdrawal limit of Rs.1000/- per day

 Withdraw cash with or without making purchases on the card.

 Pay only a nominal fee each time customers transact.

EMAIL STATEMENTS
Customers can receive the account statements via email without any delays for the Savings
and Current Accounts. Customers also have the option to maintain the statement on email,
print it or save it on a CD. The account information is now available to customers at the click
of a button with email statements.
Features & Benefits
1. Email statements are free
2. Monthly email statements for the Savings Account

3. Opt for daily or weekly or monthly email statements for the Current Account

4. Physical statements will be discontinued if customers opt for email statements

5. Based on the date of account opening, it follows a staggered cycle

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 BENEFITS/CONCERNS OF E-BANKING

BENEFITS OF E-BANKING

For Banks:

 Price- In the long run a bank can save on money by not paying for tellers or for
managing branches. Plus, it's cheaper to make transactions over the Internet.

 Customer Base- The Internet allows banks to reach a whole new market- and a well
off one too, because there are no geographic boundaries with the Internet. The
Internet also provides a level playing field for small banks who want to add to their
customer base.

 Efficiency- Banks can become more efficient than they already are by providing
Internet access for their customers. The Internet provides the bank with an almost
paper less system.

 Customer Service and Satisfaction- Banking on the Internet not only allow the
customer to have a full range of services available to them but it also allows them
some services not offered at any of the branches. The person does not have to go to a
branch where that service may or may not be offer. A person can print of information,
forms, and applications via the Internet and be able to search for information
efficiently instead of waiting in line and asking a teller. With more better and faster
options a bank will surely be able to create better customer relations and satisfaction.

 Image- A bank seems more state of the art to a customer if they offer Internet access.
A person may not want to use Internet banking but having the service available gives
a person the feeling that their bank is on the cutting image.
 For Customers:

26 | P a g e
  Bill Pay: Bill Pay is a service offered through Internet banking that allows the
customer to set up bill payments to just about anyone. Customer can select the person
or company whom he wants to make a payment and Bill Pay will withdraw the
money from his account and send the payee a paper check or an electronic payment

 Other Important Facilities: E- banking gives customer the control over nearly every
aspect of managing his bank accounts. Besides the Customers can, Buy and Sell
Securities, Check Stock Market Information, Check Currency Rates, Check Balances,
See which checks are cleared, Transfer Money, View Transaction History and avoid
going to an actual bank. The best benefit is that Internet banking is free. At many
banks the customer doesn't have to maintain a required minimum balance. The second
big benefit is better interest rates for the customer.

VARIOUS TYPES OF TOOLS USED IN E-BANKING

Electronic banking can be divided on the basis of the instruments used: telephone connection,
personal computers, means of payment [bank cards] and self-service zones.

TOOLS OF E-BANKING

Telephone Payment Personal

Connection Instruments and Computers
Self-service zone

E-Banking by using Telephone connections

Electronic banking using a telephone connection can be divided into

 phone banking and

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  mobile banking.

E-Banking using Personal Computers

The area of electronic banking realized through personal computers can be divided into
 home banking,
 internet banking and
 mail banking.

Payment Instruments and Self-Service Zones

Apart from those already mentioned, there are other more or less widely known forms of
electronic banking, including a payment card, an electronic wallet and a self-service zone. A
payment card is currently one of the most widely used payment instruments designated for
authorized holders through which they can perform non-cash payments or cash withdrawals
from an extensive network of automated teller machines.

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LITERATURE REVIEW :

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.

• Analyzes 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.

A literature review often forms part of a larger research project, such as within a
thesis (or major research paper), or it may be an independent written work, such as a
synthesis paper.

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.
• determines remaining questions or aspects of your topic in need of research

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 CHAPTER-2
(Research objectives and methodology)

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 OBJECTIVES OF STUDY

 To understand the concept of E-banking and importance, to bank as well as customers.

 To study the “products and services of E-Banking”
 To get aware of various aspects of net banking.
 To build up SWOT analysis of E-Banking.
 To build up various solutions for drawbacks in net banking
 To study about the factors that affects the customer perception towards e-banking of HDFC
and ICICI bank.

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RESEARCH METHODOLOGY

 Research methodology is a way to systematically solve the research problem. It may be understood as a
science of studying how research is done scientifically. In it we study the various steps that are generally
adopted by a researcher in studying his research problem along with the logic behind them. It is necessary
for the researcher to know not only the research methods/techniques but also the methodology.

When we talk of research methodology we not only talk of the research methods but also consider the
logic behind the methods we use in the context of our research study and explain why we are using a
particular method or technique or why we are not using others so that research results are capable of being
evaluated either by the researcher.

MEANING OF RESEARCH

 Redman and Mory define research as a “systematized effort to gain knowledge.” Some people consider
research as a movement, a movement from the known to the unknown. It is actually a voyage of
discovery. We all possess the vital instinct of inquisitiveness for, when the unknown confronts us, we
wonder and our inquisitiveness makes us probe and attain full and fuller understanding of the unknown.
This inquisitiveness is the mother of all knowledge and the method, which man employs for obtaining the
knowledge of whatever the unknown, can be termed as research.

Research is an academic activity and as such the term should be used in a technical sense. Research
comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting,
organizing and evaluating data; making deductions and reaching conclusions; sand at last carefully testing
the conclusions to determine whether they fit the formulating hypothesis.The manipulation of things,
concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that
knowledge aids in construction of theory or in practice of an art.

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TYPES OF RESEARCH

 EXPLORATORY RESEACH
Exploratory research is a type of research conducted for a problem that has not been clearly
defined. Exploratory research helps determine the best research design, data collection method and
selection of subjects. It should draw definitive conclusions only with extreme caution. Exploratory
research often relies on secondary research such as reviewing available literature and/or data, or
qualitative approaches such as informal discussions with consumers, employees, management or
competitors, and more formal approaches through in-depth interviews, focus groups, projective
methods, case studies or pilot studies. The Internet allows for research methods that are more
interactive in nature.

 DESCRIPTIVE RESEARCH
 Descriptive research includes surveys and fact finding enquiries of different kinds. The major
purpose of descriptive research is description of the state of affairs as it exists at present. In social
science and business research we quite often use the term Ex post facto research for descriptive
research studies. The main characteristic of this method is that the researcher has no control over
the variables; he can only report what has happened or what is happening. Most ex post facto
research projects used for descriptive studies in which the researcher seeks to measure such items
as, for example, frequency of shopping, preferences of people, or similar data. Ex post facto
studies also include attempts by researchers to discover causes even when they cannot control the
variables. The methods of research utilized in descriptive research are survey methods of all kinds,
including comparative and correlational methods.

My research is Exploratory as well as Descriptive.

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SOURCES OF DATA

There are two types of sources of data collection:-

 Primary data-Data that has been collected from first-hand-experience is known as primary data.
Primary data has not been published yet and is more reliable, authentic and objective. Primary data
has not been changed or altered by human beings, therefore its validity is greater than secondary
data. Methods of collecting primary data are questionnaires, interviews, observation, surveys

 Secondary data- Data collected from a source that has already been published in any form is
called as secondary data. The review of literature in any research is based on secondary
data..methods of collecting secondary data are internet, books, newspapers, magazines, journals
and other similar periodicals.

In this study,
Sources of data collected- this study is based on both primary data and secondary data.

Methods- the methods of the data collected used in this study are:
 Primary data- Questionnaire method (questionnaire consisting of 10 questions) and
Observation method.(For Questionnaire See ANNEXURE A)
 Secondary data- Internet, Magazines and Newspapers.

SAMPLING DESIGN

In the theory of finite population sampling, a sampling design specifies for every possible sample its
probability of being drawn. Mathematically, a sampling design is denoted by the function which gives the
probability of drawing a sample

SAMPLE SIZE

 around 150 people was given the questionnaires to find out the analysis.
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SAMPLING AREA

 Delhi/ NCR area has been used for collecting the sampling size.

SAMPLING INSTRUMENT

 Questionnaire has been used as a sampling instrument for collecting the samples

SWOT ANALYSIS OF INTERNET BANKING

STRENGTHS

 Greater reach to customers

 Quicker time to market

 Ability to introduce new products and services quickly and successfully

 Ability to understand its customers‟ needs

 Customers are given access to information easily across any location

 Greater customer loyalty

 Easy online application for all accounts, including personal loans and mortgage

 24 hours account access

 Quality customer service with personal attention

WEAKNESSES

 Lack of awareness among the existing customers regarding internet banking

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 Obsolesce of technology take place very soon specially in terms of security on internet.

 Procedure for applying for id and password for using services related to internet banking
takes time.

 Lack of knowledge is found regarding internet banking in employees of different banks

 Implementation of newer technology is little bit complicated

 Employees needs training to obtain knowledge regarding I-banking

OPPORTUNITIES

 Approximately 95% of customers are not using internet banking.

 Core competency can be achieved in terms of banking if focus is made on awareness of

internet banking

 Can become virtual banking industry of India.

 Concentration of various services should be made using internet banking

CHALLENGES

 Maintaining Business Edge over competitors in the context of sameness in IT infrastructure

 Multiple vendor support is necessary for working of highly complex technology

 Maintaining secured IT infrastructure for business operations

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 Alternative must be there in case of failure of system

CHAPTER-3
(Data processing, analyzing, interpretation)

37 | P a g e
38 | P a g e
DATA ANALYSIS & INTERPRETATION

Gender

Male 114
Female 36
Total 150

12
0

10
0
Male, Series
80 114 1
40
60
Female,
20 36
0
Mal Femal
e e

Interpretation: The result shows that majority of respondents i.e. 76% are males who are using the E-banking
services and 24% are the female who are using E-banking services. Female are not using this service because they
have less knowledge about the internet and they trust face to face interaction more. So it shows that E-banking is
more famous among male.

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 Age

Age Total No.

Below 20 34
21-30 40
31-40 32
41-50 27
Above 50 17
Total 150

40
40
34
35 32

30 27

25
20 17
Series
15 1

10
5
0
Below 2021-30 31- 41-50Above 50
40

Interpretation: The result shows that majority of respondents i.e. 27% falls under the category of 21-30 years and
23% falls under below 20years it shows that E-banking is mainly famous among youngsters as they are the major
users of E-banking and least comes under above 50years.

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 OCCUPATION

OCCUPATION TOTA NO.

L
Government 37
Private 40
Business 48
Others 25
TOTAL 150

48
50
45 40
37
40
35
30 25
25
Series1
20
15
10
5
0
Government Private Business man Others

Interpretation: The result shows that majority of respondents that are using Ebanking are Businessman i.e. 32%
they are using E-banking services because it results in time saving. And 27% respondents are working in private
sector and 24% respondents are working in government organizations and 17% are others which include students
and housewives they are using E-banking because it saves time and students they have complete knowledge of
internet.
 INCOME
INCOME TOTAL NO.
Below 10,000 23
10,000-25,000 48
25,000-50,000 45
More than 50,000 34
TOTAL 150

48
50 45
45
40 34
35
30
23
25 Series1
20
15
10
5
0
Below 10000 10000-25000 25000-50000 Above 50000

Interpretation: The result of this study shows that 32% of the respondents who are using E-banking fall under the
income category of 10,000-25,000 and 30% falls under the income category of 25,000 to 50,000 and 23% % falls under
the income category of more than 50,000 and 15% % falls under the income category of below 10,000.

Q-1) DO YOU THINK E-BANKING SERVICES IS NECESSARY IN PRESENT

SCENARIO.?
YES 135
 NO 15
TOTAL 150

100%
80%
60% 135 15 Series1
40%
20%
0%
YES NO

INTERPRITAYION: To make work easiest e-banking facility are very useful and necessary in present scenario.

Q-2) IN WHICH BANK DO YOU YOU’RE YOUR ACCOUNT?

OPTION NO. OF RESPODENT
HDFC 39
ICICI 24
BOTH 87
 TOTAL 150

87
90
80
70
60
50 39
Series1
40
24
30
20
10
0
ICICI HDFC Both

Interpretation: According to this study majority of respondents i.e. 58% have their accounts in both the banks
HDFC and ICICI bank and 16% respondents have their account in ICICI Bank and 26% have their account in
HDFC bank so it means a large no. of respondents have Experience of both the banks.

Q-3) WHILE OPENING UP THE ACCOUNT, WERE YOU AWARE OF EBANKING

SERVICES PROVIDED BY YOUR BANK?
OPTION NO. OF RESPONDENT
YEN 109
NO 41
 100%

80%

60%
Yes, 109
No, 41
40% Series1

20%

0%

Yes
No

Interpretation: According to this survey majority of respondents i.e.73% were aware about E-banking services
provided by their bank and 27% of respondents were not aware about the E-banking services provided by their bank
at the time of opening up of their account because of lack of awareness and some are using banking services from
last so many years at that time bank was not offering E-banking service so they were not aware at that time but now
they are aware.

Q-4) ARE YOU AVAILING E-BANKING SERVICES?

Option No. of Respondent

Yes 96
 No 13

100
90
80
70
60
96 Series1
50
40
30
20
10 13
0
YesNo

Interpretation: The results show that 88% respondents who are aware of E-banking they are availing E-banking
services and 12% are not availing E-banking services yet they are aware of E-banking the reason is that they still
have faith in traditional banking.

Q-5) WHICH OF THE FOLLOWING E-BANKING SERVICES IS YOU AWARE OF?

Options No. of Respondent

 Internet Banking 49
Mobile Banking 97
Phone Banking 67
One Line Banking 12
Debit Card 102
Others 21

120
102
97
100

80
67
60 49
Series1
40
21
20 12

0
InternetmobilePhoneOne Line Debit Card Others
BankingBankingBankingBanking

Interpretation: According to this study almost every customer is using more one E- banking service and Debit Card
is used by almost 95% of respondents and mobile banking is used but 89% of respondents and 61% respondents are
using phone banking and only 1% are using one line banking this shows the trend that how customers are using E-
banking and among all the E-banking products debit cards are mostly used by respondents because they are easy to
use and do not require technical or computer knowledge.

Q-6) WHAT DO YOU PREFARE WHILE CHOOSING E-BANKING SERVICES.?

 OPTION NO.OF RESPONDENT

Good Services 63

Cost Charges 30

People References 40

Others 17

TOTAL 150

Others
17
11%
Good Service
People Good Service
References Cost Charges
63
40 42% People References
27%
Others

Cost Charges
30
20%

Interpretation: 63% people are prefer Good services then people references then cost charges and last one is others.
It‘s means that most of the people are want good services in the comparison of cost charges. Means in present
people are not much care about service cost.
Q-7) TO WHAT EXTENT IS YOU SATISFIED WITH YOUR BANKS’ EBANKING
SERVICES?
E- banking services TOTAL NO.

Highly satisfied (1) 56

satisfied (2) 31

Neutral (3) 4

Dissatisfied (4) 15

Highly dissatisfied (5) 3

TOTAL 109

60 56

50

40
31
30

20 15 Series1

10 4 3
0
Highlysatisfied (2) Neutral (3) DissatisfiedHighly
satisfied (1)(4)dissatisfied
(5)

Interpretation: The most of the customers are really liked the facilities provided by banks as hey strongly agree that
the facilities are good for them so they like to avail the E-banking services provided by the different banks and the
result shows that 48% respondents are highly satisfied with the e-banking services provided by their bank and 28%
respondents are satisfied with the e-banking services provided by their bank and 14% respondents are dissatisfied
with the e-banking services provided by their bank.
Respondents from HDFC and ICICI

Banks No. of Respondent

HDFC 39
ICICI 24

50

40

30

20 39 Series1

10 24

0
HDFC ICICI

Interpretation: In this we can easily say that out of the 150 respondents there are 39 respondents who are from
HDFC and 24 are from ICICI. From this we can easily understand that which bank provides good services to their
customers and who are satisfied their customers.

HDFC
 E-Banking Service Total No.
Highly satisfied (1) 19
satisfied (2) 11
Neutral (3) 2
Dissatisfied (4) 6
Highly dissatisfied (5) 1
TOTAL 39

19
20
18
16
11
14
12
6
10
8 2 1 Series
6
4 1
2
0

Interpretation: From this we can analysis that most of the respondents that is 19 respondents are satisfied with the
services provided by the bank. That they like the E- banking services provided by the by HDFC bank and the bank
also easily satisfied their customers.
ICICI

E-Banking Services Total No.

Highly satisfied (1) 11
satisfied (2) 8
Neutral (3) 1
Dissatisfied (4) 2
Highly dissatisfied (5) 2
TOTAL 24

11
12
10 8
8
6
4 2 2
1
2 Series
0 1

Interpretation: From this we can analysis that most of the respondents that is 11 respondents are satisfied with the
services provided by the bank. That they like the E- banking services provided by the by ICICI bank and the bank
also easily satisfied their customers.
Q-8) WHICH OF THE FOLLOWING BENEFITS ACCRUE TO YOU, WHILE
USING E-BANKING SERVICES?

Benefit Total No.

Time Saving 56
Inexpensive 31
Easy Processing 14
Easy Fund Transfer 8
Total 109

60

50

40

30 56
Series
20 1
31
10 14
8
0
Time SavingInexpensiveEasyEasy Fund
ProcessingTransfer

Interpretation: Most of the respondents think that the major benefit from E-banking services is time saving facility.
Because the major problem which the respondents faced is time problem so E-banking eases their lives and save
their time so they like this facility because of this facility.
HDFC
Benefit Total No.
Time Saving 15
Inexpensive 11
Easy Processing 8
Easy Fund Transfer 5
Total 39
Easy Fund Time Saving
Transfer Inexpensive
5
13% Easy Processing
Easy Fund
Transfer
Easy Time Saving
Ti
Processing 15
8
38%
21%

Inexpensive
11
28%

Interpretation: We can analysis that the customers of HDFC really satisfied with the time saving facility of E-
banking. They thought that it‘s a good for them to use the E- banking services because it‘s save their time and they
can easily access the service.
ICICI

Benefits Total No.

Time Saving 12

Inexpensive 8

Easy Processing 2

Easy Fund Transfer 2

Total 24

Easy Processing 2

Easy Fund Transfer 2

Total 24

Easy Fund
Transfer 2
8%
Easy Processing
2
8%
Time Saving

Time Saving Inexpensive Easy

12 Processing
Inexpensive 50% Easy Fund Transfer
8
34%

Interpretation: We can easily understand that there is not at all the biggest difference between the respondents of
HDFC and ICICI they both use the E-banking services because it‘s save their time and it‘s easily to handle.
Q-9) WHICH TYPE OF PROBLEM ARE YOUFACING WHILE USING E-BANKING
SERVICES.?

OPTION TOTAL NO.

More time taking in fund transfer 2

Slow speed in working 7

Critical Process 17

Not easy for non educated person 24

Others 5

Total 55

24
25

20 17

15

10 7
5 Series
5 2 1

0
More Slow Critical Not easy Other
time speed Proces for non s
taking in in s educate
fund workin d person
transfer g

Interpretation: Not easy for Non Educated person option are choose by the most of people because in india every
person have a account but they are not well educated. So, that‘s why this kind of problems are held by the most of
peoples.
Q-10) YOU HAVE A OPTION TO SWITCH OVERYOUR BANK FOR USING THE E- BANKING
SERVICE. SO, DO YOU SWITCH YOUR BANK.

OPTION TOTAL NO.

HDFC 10

ICICI 14

TATAL 24

1
6 1
1 4
4

1 1
2 0

1 Series
06 1

48

0
HDF ICIC
C I

Interpretation: Only 15-20 percent people are want to switch their bank for using e- banking service. In this figure
most are the customer are related to the ICICI bank. And according to me the only reason are behind this is N on
Educated person which they are don‘t know knowledge about the E-banking processing.
 FINDINGS

• From our study we find out that 114 male and 36 female are using E-banking services of both
the banks. The male are having more knowledge about the transactions and having more
knowledge about the services provided by the banks. Only the working ladies having
knowledge about the services or the female having the knowledge but not of the all the
service s which are provided by the banks. So that‘s why we considered only those persons who
are having knowledge about all services of E-banking which is provided by the banks.

• Most of the respondents who lies under the age of 21-30 are using E-banking services a s near
about 40 respondents are using these services because under the age of these respondents
they are having more knowledge about the services of e-banking.

• Most of respondents are business man are using E-banking services as near about 48
respondents are using E-banking services. Because the benefits which are having while
using these services are more benefited by the business man people so they are availing these
services more than the other respondents.

• Most of the respondents who are using this facility having income lie between 10,000-25,000.
And there is no at all a huge difference between the respondents who are having income
between 25,000-50,000.

• Among the overall percentage of the customers whose having their account in the both the
bank which we have conducted in our survey should be the 58%, and they are using the services
of both the banks and the categorical division is to be 16% in ICICI and 26% in HDFC.

• The overall percentage of businessmen having complete knowledge a bout e- banking services
provided by the bank while opening an account in it is 73% and the percentage of people
have no awareness of e-banking services provided by
the bank is 27%. It can reasonably, be concluded that nearly 73% of the population is having awareness about e-
banking services.

• Among those aware (which account for 150 in number) about 109 persons use e- banking
services, which is 73% of total population studied.

• E-banking constitutes services provided in terms of ATMs, Debit Card, Credit Card, Phone
Banking, Mobile Banking, Internet Banking etc, of which the first six have been covered.
Amongst these Debit Card scores the largest used service status (68%) Close on the heels is
Mobile Banking (64.66%), Phone Banking (44.66%), while One Line banking lags behind by
scoring the least ie.,0.08%.

• To find out the level of usage amongst the business class, percentage has been calculated from
the total completely filled in questionnaires and the incomplete questionnaires were discarded.
The frequency of usage of Debit card is highest followed by ATM.

• A study of the factors, influencing the usage was made by listing out various factors such
as all time availability, ease of use, nearness etc., and amongst the various factors status
symbol is ranked as the major motivating factor, followed by all time availability, friends,
ease of use and direct access in decreasing order of importance. Quite interestingly security
symbol scored the least motivating factors.

• When asked to list various benefits accruing from the usage of e-banking, time saving
received highest percentage score at 51.37% among different benefits such as inexpensive
(28.44%), easy processing (12.84%), easy fund transfer (7.3%).Quite interestingly, easy
processing feature scored more than the inexpensiveness of the e-banking services. The other
benefits accruing to the people include ready availability of funds, removal of middlemen and
no rude customer relation executives.

• Among the users, various problems that are encountered while using e- banking services.
Firstly the y highly considered Difficulty in claiming false transactions are
major reasons that create hurdles in its usage, while card misplaced and misused, password forgetting, time
consumption and internet connectivity issue also considered seem to be the least bothering problems.

• From the non users, an attempt was made to elicit the reasons for its non usage. most
important factors which have been considered by customers who are not using e banking
services are no access to internet, mobile then hidden cost factor, followed by dissatisfaction
with traditional banking was considered as de- motivating factor, followed closely by the fear of
insecurity, then ‗botheration‘ factor, which suggested their resistance to change, which to some
extent can be countered by aggressive advertisement and utilizing other modes of awareness
dissemination a s well.

• We easily from our interpretation find out that there is not at all as such comparison
between both the banks. As there are some of the services which are equally good as the services
of other bank. As the services of net banking is good in HDFC as compare to ICICI. And if we
compare the mobile banking services the n both are at equally side. But if we compare the
phone banking facility of both the banks then ICICI provides totally satisfaction to their
customers. So in findings we can‘t say that overall which bank provides the satisfactory
facility to their customers only there is some services which is better of HDFC and some
are better of ICICI bank. Like out of 109 respondents 59 respondents prefer the E- banking
services of HDFC and 50 respondents prefer the services of ICICI bank. So most of the
respondents considered the services provided by HDFC bank are better in respect of I
 LIMITATIONS

• Although the project has been worked out at its best yet there are some limitations, which cannot be
overlooked. Had these limitations been overcome, the findings would be accurate.
•
• Some of the limitations are:
• 1) Time constraint:
• Time was really a limiting factoring the project. It’s really difficult to work out such a large
project.
• 2) Data constraint:
• All the data that has been collected for this project, has been taken from secondary sources(like
websites, magazines, newspapers and book) as well as primary sources.
• 3) Money constraint:
• A confined resource of the money was the constraint.
• 4) Lack of full co-operation of respondents:
• There is a lack of co-operation from the respondents side. some of them are not interested in answering
the questions.
• 5) Ambiguous replies or omission of replies:

• Some of the respondents gave ambiguous replies for certain questions or omitted the responses to
some of them. The interpretation of such responses becomes difficult and could
 CONCLUSION

This study attempted to identify key quality attributes of internet banking services by analyzing internet
banking customers & their comments on banking experience. The findings of this study show that despite of many
advantages of online banking. People still consider it as an alternative for analyzing their bank records.
Although every bank today provides the facility of online banking but most of people use it only once a month. This
reason is that in case of internet banking interpersonal interaction with customers is seldom possible. Identification
& measurement of customer‘s expectations of the internet banking services provide a frame of reference & their
relate d quality dimension. The main factors which persuade people to use online banking are comfort &
convenience & the facility which attracts them most is quality & quantity of information. Therefore the
implementation of quality initiatives should begin with defining customer‘s need & preferences & their related
quality dimensions There is still a lot needed for the banking system to make reforms and train their customers
for using internet for their banking account. Going through the survey the main problem lies that still customer
have a fear of hacking of accounts and thus do not go on for internet banking. Banks are trying their level best by
providing the best security options to the customers but then to there is lot of factors which betrays a customer
from opening an internet bank account.

Banks a re providing free internet banking services also so that the customers can be attracted. By asking the
bank employs we came to know that maximum numbers of internet bank account holders are youth and business
man. E-Banking is an innovative tool that is fast becoming a necessity. It is a successful strategic we upon for
banks to remain profitable in a volatile and competitive marketplace of today. If proper training should be given to
customer by the bank employs to open an account will be beneficial secondly the website should be made
friendlier from where the first time customers can directly make and access their accounts. In future, the
availability of technology to ensure safety and privacy of e-transactions and the RBI guide lines on various
aspects of internet banking will definitely help in rapid growth of internet banking in India.
 APPENDIX
Dear Respondent,

We are conducting a research study of B We will appreciate your cooperation in this

regard by filling up the questionnaire carefully. I assure you that the
information provided by you will be kept confidential and will be used for academic
purpose only.

Please put a tic k (v) in appropriate brackets.

Questionnaire On “Satisfaction from E-Banking Services. A

comparative study of HDFC and ICICI bank.

A. Personal Information
Name of the customer: .

Address:

Phone no.: .

E-mail id: .

B. General Information

1. Do you think that E-banking services are necessary in present scenario.

(a) Yes (B) No
2. From which bank you are availing these services.
(a) SBI Bank
(b) PNB Bank
 (c) HDFC Bank
(d) ICICI Bank
(e) Others (Please Specify) .

3. What do you prefer while choosing E-Banking services.

(a) Good service
(b) Cost charges
(c) People References
(d) Other(Please specify) .

4. What are the reason for selecting this particular bank.?

(a) Good brand
(b) Good Service
(c) Other References
(d) Other (Please specify) .

5. Which type of E-Banking services you want to use.?

(a) Transfer funds online
(b) Online purchase and payment.
(c) Regular checking of bank statement.
(d) Request any card or cheque book services.
(e) Other(Please specify) .

6. Are you satisfied with your E-Banking Service?

(a) Yes (b) No

7. Give rating of your E-Banking Services.

(a) Excellent
(b) Very good
(c) Good
(d) Average
(e) Below average.
8. Which type of problem are you facing while using E-banking services.
(a) More time taking in fund transfer.
(b) Slow speed in working.
(c) Critical Process.
(d) Not easy for Non educated persons.
(e) Other(Please specify) .

9. What your bank is doing to solve out these problems.

10. If given any option to switch, Which bank you prefer for using E-Banking service & Why.?
(a) SBI Bank
(b) PNB Bank
(c) HDFC Bank
(d) ICICI Bank
(e) Other(Please specify) .

C. Suggestion for Improvement.

Signature

Dated:

Thank you very much for your kind support and co-operation.
 MASTER SHEET

Question No
Name of Respodent
1 2 3 4 5 6 7 8 9 10
Niharika Singh A D A B B A B D A C
Govind Singh Ji A D A E C A C B E E
Himanshu Shekhawat A D A C C B D B A C
Sandeep Malar A C B C D B B C A C
Padam Singh Rathore A A A D A A A D E C
Rajmal janwa A D A A A A B C A A
Koko Jindal A C A B C A C D A E
Deepak Roshan A C A A C A A B C D
Rajendra Singh A D A B A A B D C D
Indrajeet Gulati A A C B C A B B A C
Sunil Sharma A D A A A A B C A A
Eti Khatri A D A B A A B D A A
Rajesh Garg A A A B C A B B A C
Sakshi Sharma A D A C C B D B A C
K.K. Rajoria A D A A C A C D A C
Mousami Bhadhoupadhay A D A E C A B E A E
Ghanshayam Agarwal A D A B A A C A D D
Om Prakash Bishnoi A A A D A A A D E C
Pratima Goyal A D A A A A B D E E
Amar Bhardwaj A B A B D A C D E A
Gaurav Khendelwal A C A A C A A B C D
Prachi Binaikia A D A B A A C A D D
Vinod Kumar Ji A D A C C A C C A B
Soniya Jethwani A A C B C A B B A C
M.L. Dabra A D A B A A B D E A
Tulsi Ram Ji A D A E C A B E A E
Phadmashiri Verma A D A C C A C C A B
Manish Rajoria A B A B D A C D E A
Trilok Chand Gwalani A D A B A A B D A A
Anita Sharma A D A B A A B D E A
Gaurav Tekchandani A C A B C A C D A E
Neha Sarda A D A A C A C D A C
Manish Bable A D A B B A B D A C