Study On E-Banking System in India New

STUDY ON E-BANKING SERVICES SYESTEM IN
INDIA
Dissertation Submitted to the
Bunts Sangha’s UKS Institute of Management Studies & Research
in partial fulfilment of the requirements for the award of the Degree

of
Post Graduate Diploma In Management
SUBMITTED BY
MADHAVI MANGESH TORASKAR
(Roll No - 1922)
PROJECT GUIDE
SHALU PURSWANI
Bunts Sangha’s UKS Institute of Management
Studies &Research
Shashi Manmohan Shetty Higher Education Complex, Buntara
Bhavan Marg, Kurla East
April 2021
STUDY ON E-BANKING SERVICES SYESTEM IN
INDIA
Dissertation Submitted to the
Bunts Sangha’s UKS Institute of Management Studies & Research
in partial fulfilment of the requirements for the award of the Degree

of
Post Graduate Diploma In Management
SUBMITTED BY
MADHAVI MANGESH TORASKAR
(Roll No - 1922)
PROJECT GUIDE
SHALU PURSWANI
Bunts Sangha’s UKS Institute of Management Studies &
Research
Shashi Manmohan Shetty Higher Education Complex, Buntara
Bhavan Marg, Kurla East
April 2021
DECLARATION
I hereby declare that the dissertation “ A Study On E –Banking System in

India ” submitted for the PGDM Degree at Bunts Sangha’s UKS Institute of
Management Studies & Research is my original work and the dissertation has not
formed the basis for the award of any degree, associate ship, fellowship or any other
similar titles.
Place: Mumbai
Date:
_______________________________
Name of the Student

CERTIFICATE
This is to certify that the dissertation entitled “ A Study On

E-Banking System in India” is the bona fide research work carried
out by MADHAVI MANGESH TORASKAR, student of

Bunts Sangha’s UKS Institute of Management Studies &
Research during the year 2018 -2020, in partial fulfilment of
the requirements for the award of the Degree of Post Graduate
Diploma in Management and that the dissertation has not
formed the basis for the award previously of any degree,
diploma, associate ship, fellowship or any other similar title.
________________
Ñame of Guide
________________
Dr. Krishna Shetty
Director
Bunts Sangha’s
UKS Institute of Management Studies & Research
Place: Mumbai
Date:
ACKNOWLEDGEMENT
(Specimen Only, may be modified by students)
It is gratifying to express my indebtedness to some individuals who

rendered me notable assistance to bring my project work to a successful
completion. It would not have been possible for me to complete the task without
their help and guidance.
First of all, I would like to thank Director of UKS, Dr. Krishna Shetty who
gave me the opportunity to do this project work. Secondly, I am very much
obliged to SHALU PURSWANI , my guide who helped me for completing the
project.
I would like to thank (Any other Person you want to thank)
A special thanks to my parents XXXXXXXXXXXX for their invaluable
and continuous support all through the study.
Last but not the least; I am thankful to almighty god for his grace and
mercy which has given me strength to successfully complete this project.
Place: Mumbai
Date:
________________________
Name of the Student
PREFACE
(May be modified by the students)
While searching for a suitable topic for the PGDM Final Project, I
happened to meet a person from the Hotel Industry , who suggested to me
the topic on the online food ordering portals. During the course of the
discussion, it transpired to study of customer preference towards online
food ordering portals.
The topics having aroused my curiosity, discussions were held with

several people in the Hotel Industry to understand the veracity of the above
thought process and also understand the real issues plaguing the industry.
All these aspects then resulted in the development of the project

report titled ““ A Study On E –Banking System in India”. It is strongly hoped
that this project covers not only the various requirements of the Project
Study but also of the Industry.
( Name of the Student)

TABLE OF CONTENTS
Chapter No. Title Page

No.
1 Literature Review 7-11
2 Introduction 12-13
2.1 What is electronic banking / e-banking? 14-16
2.2 SIGNIFICANCE & OBSEVATION OF STUDY
2.3 E-BANKING SUPPORT SERVICES
2.4 E-BANKING SUPPORT SERVICES
2.5 Banking Services through Internet
3 Advantages of e-banking
4 RESEARCH METHODOLO
4.1 Sample Design
4.2 Data Collection
4.3 Data Analysis
5 DATA DESCRIPTION & ANALYSIS
Introduction
6 SUMMARY & CONCLUSION
6.1 Findings & Conclusions
6.2 Recommendations
6.3 Limitations of Study
6.4 Scope for further research
7 BIBLIOGRAPHY & REFERENCES
8 ANNEXURE I- Questionnaire
LITERATURE REVIEW
E-banking is an innovation when new information technologies merge into traditional
banking services. Operating costs minimization and revenue maximization are the major
drivers that boost e-banking services. E-banking service is basically a self-service by
customers, so for banks, it requires less resources and lower transaction and production
costs). A study about the e-banking over shows that the application of e-banking can
improve banks’ performance in terms of the growth in assets, reduction in operating
expenses and portfolio enhancemen. Even in emphasises that creating virtual banking will
not only create a new service delivery channel, but also lead to value creation to both banks
and customers AmatoMcCoy further argues that customers will be attracted to e-banking
when the advanced e-banking services like e-transfer and e-bill options are available.
Through interviewing banks in a small island and examining their e-banking websites from
Jenkins indicates that those banks were using e-banking as an assurance to their customers
to maintain a competitive quality of service. To continually improve the performance of e-
banking services, several core-capacities are critical: Planning new IT infrastructure
Enhancing transaction security Providing value-added content Delivering differentiated
services Managing customer relationships The retention and expansion of relationships
with relative older and lower IT awareness customers.
Consumers today are much selective in choosing banking services in terms of their demands
and preferences. To be competitive, banks must develop services to satisfy customers as
well as delight them at the same time. Liao and Cheung indicate that the most important
quality attributes underlying perceived usefulness of e-banking are expectations of accuracy,
security, network speed, user-friendliness, user involvement and convenience. A basic
Electronic Service Quality standard is developed with four dimensions: efficiency, fulfilment,
system availability and privacy Parasuraman et Ibrahim et al. Herington and Weaven
indicate that online service quality has no direct impact on customer delight, e-trust or the
development of stronger relationships with customers, but it does have a relationship to e-
loyalty. Their research also indirectly explains the change of households of using online
banking service.For example, in 2018, 91% of US households held bank accounts and 93% of
those used at least one electronic transfer of funds option with their account (Kolodinsky
and Hogarth). However, points out that only 40% of US households took advantage of e-
banking service, whereas over 50% of households that had not been attracted yet to e-
banking because those customers might have had a bad experience on a self-service site.
The winners in e-banking industry are those banks that are able to successfully enhance
their offerings while simultaneously enhancing security measures and getting customers to
believe in them . In addition, for all e-banking customers, customer satisfaction is affected
not only by banks’ service quality, but also by their cultural features .
E-banking in developing countries grows rapidly in the past decade. Their research indicates
that for consumers’ attitudes and adoption towards e-banking, there were significant
differences between the two groups, e-banking users and non-e-banking users, with respect
to demographic profiles, attitudinal properties and preferences for service delivery
channels. For instance, in China, there were only 6000 computers connected to the internet
with 40,000 internet users in but there were 10.2 million internet-connected computers and
26.5 million internet users nationwide by the end of reveal that one of the key strategic
responses of banks in China before joining WTO was to develop e-banking to a more
competitive environment, even under the current condition of lack of practical customer
credit system. In another research, Laforet and examine the extent of e-banking and m-
banking in China by investigating its market status, identifying the target customers, the
demographic characteristics of users and non- users, and comparing their attitudes towards
e-banking adoption. They conclude that there was a low awareness of such services in
China, owing to security concerns, perceived risks, low computer skills and a Chinese
tradition of cash-carry banking. The rise of Internet Banking is also due to its number of
benefits for both the provider and the customer as well. From the bank’s perspective these
are mainly related to cost savings Sathye, and internet banking remain one of the cheapest
and more efficient delivery channels see Other rationales for the adoption of such services
are also related to competition as internet banking strategy has been an interesting way to
retain existing customers and attract new ones and to the numerous advantages to banks
for instance, mass customization, more effective marketing and communication at lower
costs amongst other. Benefits for the end users are numerous as well and include mainly
conveniency of the service (time saved and globally accessible service), lower cost of
transaction and more frequent monitoring of accounts among others. However, it should
also be noted that there are still customers who fear to make use of Internet banking, as
they are concerned with security aspects of such a system. Centeno argues that speed, the
convenience of remote access, 24/7 availability and price incentives are the main motivation
factors for the consumers to use internet banking. Durkin et al. notes that the simplicity of
the products offered via internet banking facilitates the adoption of internet banking by
consumers. Calisir and Gumussoy compare the consumer perception of internet banking
and other banking channels and report that internet banking, ATM and phone banking
substitute each other. Maenpaa et.al. examine the consumer perceptions of internet
banking in Finland and their findings indicate that familiarity has a moderating role in the
perception. Guerrero et al. examine the usage of internet banking by Europeans and their
results indicate that ownership of diverse financial products and services, attitude towards
finances and trust in the internet as a banking channel influence clients‟ usage of internet
banking. Confirming other papers, Sohail and Shanmughamdocument accessibility of
internet, awareness of e-banking and resistance to change are found to be influencing
Malaysians use of internet banking. Another factor that promotes clients usage of internet
banking is seller support .
The rapid expansion of internet banking is most noticeable in the developed countries such
as the USA where the availability of computers and easy access to the internet has made it
easier for banks to adopt internet banking. Adoption of internet banking services in
developing countries appears to be taking place at a slower pace. In recent years however,
banks in developing countries are increasingly offering internet banking services despite the
limitations they face. Polatoglu and Eki) reported that, since 1997 several leading Turkish
banks have offered online banking services successfully. According to the Turkey banks
association, 27 out of a total of 47 banks, in other words 58% of all banks in Turkey were
offering internet banking services in (Banks Association of Turkey). Joseph and Stone
investigated the customer perception of the impact of technology on service delivery in the
banking sector. According to the findings of this research, high scores on the ability to
deliver service via technology appear to be correlated with high satisfaction with services
deemed most important to customers. Hence, availability of internet banking services
appears to be very important for banks for customer satisfaction and retention. However,
availability of internet banking services itself is not a sufficient factor to increase customer
satisfaction. User friendliness of the internet banking services appears to be an important
factor for customers to use these services. In a similar study, Lang and Colgate found that
customers who do not have IT gap, find it easier to use internet banking services therefore
they have higher satisfaction levels than the ones who do not have IT skills. The empirical
study by Broderick and Vachirapornpuk (2002) also show that the level and nature of
customer participation in using internet banking services has the greatest impact on the
perception of service quality.
Khan, M SK CONDUCTED RESEARCH ON Service quality evaluation in internet banking an

empirical study in India. This study aims at evaluating the service quality of internet banking
(i-banking) services in India from customer’s perspective. A structured questionnaire
containing 44 quality items is administered to various target groups. Seven quality
dimensions, viz. reliability, accessibility, user friendliness, privacy/security, efficiency,
responsiveness and fulfilment, are identified based on principal component factor analysis.
Demographic analysis of data reveals that gender is hardly a bias for use and evaluation of
service quality of i-banking in most of the cases across various categories of customers. A
valid mathematical model is proposed to assess the overall service quality using regression
analysis. The results show that customers are satisfied with quality of service on four
dimensions such as reliability, accessibility, privacy/security, responsiveness and fulfilment,
but least satisfied with the ‘user-friendliness’ dimension. The empirical findings not only
prioritise different parameters but also provide guidelines to bankers to focus on the
parameters on which they need to improve
Banking through electronic channels has gained increasing popularity in recent years. This
system, popularly known as 'e-banking', provides alternatives for faster delivery of banking
services to a wide range of customers. This study aims to collect customers' opinions
regarding the importance of e-banking and the adoption levels of various e-banking
technologies in India and Kenya. The study also highlights the trends of e-banking indicators
in India and Kenya. Further, it segregates the data collected into an Indian and a Kenyan
customer basis, to identify differences in their attitudes towards the emergence of e-
banking. The overall result indicates that customers in both countries have developed
positive attitudes and they attach much importance to the emergence of e-banking.
Over the last decade India has been one of the fastest adopters of information technology,
particularly because of its capability to provide software solutions to organizations around the
world. This capability has provided a tremendous impetus to the domestic banking industry in
India to deploy the latest in technology, particularly in the Internet banking and e-commerce
arenas. This article discusses the experiences of a private-sector bank in deploying Internet
banking and e-commerce in India. Strategic alignment of business and IT strategies, planning
and implementation of e-banking initiatives, and management of benefits are captured, along
with key contributions to development
Internet banking is a form of self service technology. The numbers of Internet users have
increased dramatically, but most of them are reluctant to provide sensitive personal
information to websites because they do not trust e-commerce security. This paper
investigates the factors which are affecting the acceptance of e-banking services among adult
customers and also indicates level of concern regarding security and privacy issues in Indian
context. Primary data was collected from 200 respondents, above the age of 35, through a
structured questionnaire. Statistical analysis, descriptive statistics was used to explain
demographic profile of respondents and also Factor and Regression analyses were used to
know trend of internet use and factors affecting e-banking services among adult customer in
India. The finding depicts many factors like security & privacy, trust, innovativeness,
familiarity, awareness level increase the acceptance of ebanking services among Indian
customers. The finding shows that in spite of their security and privacy concern, adult
customers are willing to adopt online banking if banks provide him necessary guidance.
Based on the results of current study, Bank’s managers would segment the market on the
basis of age group and take their opinion and will provide them necessary guidance regarding
use of online banking
Prakash, Ajay Malik, Garima CONDUCTED RESEARCH ON Empirical Study of Banking in India
Internet.
The electronic revolution which has set the Banking sector in motion appears to be Internet
banking. The tremendous advances in technology and the spread of information technology
have brought in a paradigm shift in banking operations. The Internet seems to be the new
delivery channel in the banking sector which offers firms a new frontier of opportunities and
challenges. Despite these possibilities, there are various psychological and behavioral issues
such as trust, security of Internet transactions, reluctance to change and preference for
human interface, which appear to impede the growth of Internet banking. This paper
examines the factors that affect the adoption of Internet banking in India. It also highlights
the major services of I-banking in India. A quantitative survey sheds more light on this
research issue. The data was collected from online survey in the Northern region, which is
probably one of the most developed regions of the country
This paper examines the factors influencing the continuance decisions of the early adopters of
m-banking services in Kerala, India. The study was designed in the backdrop of the issues
faced by the banks to attract more customers irrespective of the huge mobile penetration in
the country. The study used constructs adopted from Technology Acceptance Model along
with constructs of perceived service quality, perceived credibility and perceived risk to
empirically establish the influence on satisfaction and continuance usage intentions. The
study could find strong linkage between perceived service quality, satisfaction and
continuance intentions. The study also confirmed that after adoption of the technology, the
customer finds satisfaction in the quality parameters of the service. Perceptions about the
risks involved in m-banking had adverse impact on service quality and satisfaction.
Continuance intentions were found solely dependent on satisfaction in the m-banking context
in Kerala.
Rahmath Safeena, Hema Date and Abdullah Kammani CONDUCTED RESEARCH ON Internet
Banking Adoption in an Emerging Economy: Indian Consumer’s Perspective
Information technology Services is considered as the key driver for the changes taking place
around the world. Internet banking (IB) is the latest and most innovative service and is the
new trend among the consumers. The shift from the formal banking to e-banking has been a
'leap' change. This study determines the factors influencing the consumer’s adoption of
internet banking in India and hence investigates the influence of perceived usefulness,
perceived ease of use and perceived risk on use of IB. It is an essential part of a bank’s
strategy formulation process in an emerging economy like India. Survey based questionnaire
design with empirical test was carried out. The results have supported the hypothesis
Internet banking is becoming is increasingly becoming popular because of convenience and

flexibility. The present paper explores the major factors responsible for internet banking
based on respondents’ perception on various internet applications. It also provides a
framework of the factors which are taken to assess the internet banking perception.
INTRODUCTION
Electronic banking (E-banking) is a generic term encompassing internet banking, telephone
banking, mobile banking etc. in other words; it is a process of delivery of banking services
and products through electronic channels such as telephone, internet, cell phone etc. the
concept and scope of E- banking is still evolving.
Several initiatives taken by the GoI as well as RBI have facilitated the development of E-
banking in India, as a regulator and supervisor, the RBI has made considerable progress in
consolidating the existing payment and settlement systems, and in upgrading technology
with a view to establishing an efficient, integrated and secure system functioning in a real-
time environment, which further helped the development of E- banking in India. The GoI
enacted the IT Act, 2000 with effect from October 17, 2000, which provides legal recognition
to electronic transactions and other means of electronic commerce.
Since its inception, E-banking has experienced strong and sustained growth. "With rigid
controls is giving way to deregulation, banks are gearing up their communications
infrastructure to obtain a competitive edge from E-banking"
1 . Thus it is fast becoming a reality in India. "E-banking is fast becoming a strategic necessity
for most commercial banks, as competition increases from private banks and NBFIs"
2. Though de-regulation may have had an impact on the banking industry in general. "The
Indian infrastructure, itself is in problematic state, by a lack of PC penetration (there is an
estimated 2 million units for a population close to 1 billion and low telephone penetration
3 "India has got low E-banking adoption rates, low labor costs and ―free‖ existing branches.
There is a better price discovery process as more and more markets gain integrated real-
time and improved access to these trading and data-dissemination platforms. At the same
time, however, many changes are still required in technology, access infrastructure and
banking regulation".
4 Virtually all banks use banking software at their head offices and during the past
Banking system always has an important role to play in every country’s economy. It is vital
for any nation as it provides for the needs of credit for all the sections of the society. India is
not only the world’s largest independent democracy but it is also an emerging economic
giant. The growth potential of India is based on its strong banking institution. The infusion of
information technology in banking sector has completely revolutionized how the banking
sector operated. In order to survive in the new globalized world, banks had to opt for this
new change. Banking in India has been through a long journey. It has seen a number of
changes due to technology and innovation. Arrival of card, introduction of Electronic
Clearing Service (ECS) introduction of Electronic Funds Transfer and concept of online
banking and mobile banking are the various novelties which took place in banking sector.
Now all the banks have started with the concept of multi- channels, like ATMs, credit cards,
debit cards, telephone/mobile banking, internet banking, etc. The role of banking has now
changed from a mere financial intermediary to service provider of various financial services
under one roof acting like a financial supermarket. With extreme competition among the
banks, entire banking system is undergoing a change. Today, modern banking not only looks
for new ways to attract but also to retain the customers and gain competitive advantage
over their competitors.
What is electronic banking / e-banking?

As the name implies, electronic banking or e-banking involves combination of electronic
technology with the banking sector. It relates to provision of banking products and services
through electronic delivery channel. Under this system, the banking services are delivered
by way of a computer controlled system. E-banking involves providing banking and related
service through extensive use of information technology without direct recourse to the bank
by the customer. With growing popularity and benefits of e-banking, lot of banks have
realized the importance, competition and challenges brought forth with this new technology
and are adapting to this new-age banking.
Daniel (1999) defines electronic banking as the delivery of bank's information and services
by banks to customers via different delivery platforms that can be used with different
terminal devices such as a personal computer and a mobile phone with browser or desktop
software, telephone or digital television. Electronic banking is defined by Barron’s Dictionary
as a form of banking where funds are transferred through an exchange of electronic signals
between financial institutions, rather than an exchange of cash, checks, or other negotiable
instruments
Banking industry has reached a stage where time and quality both have become a
quintessential for surviving in the competition. Traditional banking was limited and required
to only collecting deposits and lending need based credit. It is impossible to stay on with
such an ideology as the banks now function as universal banks ,that is ‘One-stop Shop’ for all
financial planning requirements. The deliver these expectations. Hence, it is inevitable for
the banks to stay away from technology enabled delivery channels and that is
where the E-Banking Services come into picture. Almost all the banks in India, big or small,
have adopted e-banking but the level of preparedness and adoption is at different stages.
The following diagram Figure depicts the 3 pillars of E-Readiness: Access, which accounts
for the infrastructure and support services for success of e-delivery; Capacity, which talks of
the Social, economic and political preparedness of country and industry to accept these
services; Opportunities, describes the scope of activities that may be
covered in this ambit.
Since its inception, E-banking has experienced strong and sustained growth. World bank
report on growing economy in e-finance pointed out that the three countries with
impressive progress in information technology. These three countries are Estonia, Republic
of Korea and Brazil, where creation of the world s leading electronic banking systems has
been done at a remarkably low cost compared to other world- class internet banks . Both in
the United States and in Europe, internet banking operations currently represent between 5
per cent and 10 per cent of the total volume of retail banking transactions. According to
Jupiter Media, Internet traffic for all United States banks grew by 77.6 per cent between July
compared with overall World Wide Web traffic growth of 19.8 per cent over the same
period. Another source estimated that the share of United States households using Internet
banking will increase from 20 per cent in 215 to 33 per cent in 2019, and from by 2019 there
are more than 55 billion users
E-banking refers to the utilization of the Internet as a remote conveyance channel for
managing an account or other banking services. Such services incorporate customary ones,
for example, opening a bank(savings) ac-count or fund exchange, and new saving services,
for example, electronic bill installment (permitting clients to get and pay bills on a bank's
webpage). E-banking services are provided by banks primarily in two ways. An already
incorporated bank with physical workplaces can create a website and offer Internet banking
as a new advancement to traditional approaches. A second option is to build up a virtual or
only internet based bank. The PC server that lies at the heart of a virtual bank might be
housed in an office that serves as the lawful location of such a bank, or at some other area.
Virtual banks may offer their clients the capacity to withdraw or deposit funds through
Automated Teller Machines (ATMs) or other easily accessible tools. Technological up
gradation engrosses advancements in our daily routine. One of the creative products rising
up out of technological enhancements is the internet, internet banking specifically and has a
wide usage. Penetration level is higher and is doubling at a significant rate. Electronic
banking, also known as electronic funds transfer (EFT), is simply the use of electronic means
to transfer funds directly from one account to another, rather than by cheque or cash. There
are mainly two benefits that every e-banking customer gets:
a) Transactional: It includes completing money related exchanges, for example,

installment of bills, applying for a credit and enlistment reimbursements, making
another account, contribute sales and purchase and exchange of funds between a
customers' value-based record and a bank account.
b) Non- Transactional: It includes downloading of money related archives like a bank

proclamation, co-skimming, checking of connections and a quick .
view of latest transaction, for example, seeing pictures of paid cheque etc. These days’
banks imagine financial returns by practicing e-banking services for customers associated
with the web through their personal gadgets computers, thus expanding the danger e-
banking related issues.
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 bank 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 any how banking.
The delivery channels include direct dialup 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 of banking is
generally referred to as Internet Banking, although the range of products and services
offered by different banks vary widely both in their content and sophistication.
SIGNIFICANCE & OBSEVATION OF STUDY
 E-BANKING
For this booklet, e-banking is defined as the automated delivery of new and traditional
banking products and services directly to customers through electronic, interactive
communication channels. E-banking includes the systems that enable financial institution
customers, individuals or businesses, to access accounts, transact business, or obtain
information on financial products and services through a public or private network,
including the Internet. Customers access e-banking services using an intelligent electronic
device, such as a personal computer (PC), personal digital assistant (PDA), automated teller
machine (ATM), kiosk, or Touch Tone telephone. While the risks and controls are similar for
the various e-banking access channels, this booklet focuses specifically on Internet-based
services due to the Internet’s widely accessible public network. Accordingly, this booklet
begins with a discussion of the two primary types of Internet websites: informational and
transactional.
E-BANKING SUPPORT SERVICES

 WEBLINKING
A large number of financial institutions maintains sites on the World Wide Web.
Some websites are strictly informational, while others also offer customers the ability
to perform financial transactions, such as paying bills or transferring funds between
accounts.
 WIRELESS E-BANKING
Wireless banking is a delivery channel that can extend the reach and enhance the
convenience of Internet banking products and services. Wireless banking occurs
when customers access a financial institution's network(s) using cellular phones,
pagers, and personal digital assistants (or similar devices) through
telecommunication companies’ wireless networks. Wireless banking services in the
United States typically supplement a financial institution's e-banking products and
Person Payments
Electronic person-to-person payments, also known as e-mail money, permit
consumers to send “money” to any person or business with an e-mail address. Under
this services.
 Person-to-Person - scenario, a consumer electronically instructs the person-to-
person payment service to transfer funds to another individual. The payment service
then sends an e-mail notifying the individual that the funds are available and informs
him or her of the methods available to access the funds including requesting a check,
transferring the funds to an account at an insured financial institution, or
retransmitting the funds to someone else. Person-to-person payments are typically
funded by credit card charges transfer from the consumer’s account at a financial
institution. Since neither the payee nor the payer in the transaction has to have an
account with the payment service, such services may be offered by an insured
financial institution, but are frequently offered by other businesses as well.
Banking Services through Internet
1. The Basic Level Service is the banks’ web sites which disseminate information on
different products and services offered to customers and members of public in
general. It may receive and reply to customer’s queries through e-mail.
2. In the next level are Simple Transactional Web sites which allows customers to
submit their instructions, applications for different services, queries in their account
balances, etc. but do not permit any fund-based transactions on their accounts.
3. The third level of Internet banking service are offered by Fully Transactional Web
sites which allow the customers to operate on their accounts for transfer of funds,
payment of different bills, subscribing to other products of the bank and to transact
purchase and sale of securities, etc. The above forms of Internet banking service the
customer or by new banks, who deliver banking service primarily through Internet or
other electronic delivery channels as the value added services. Some of these banks
are known as ‘Virtual’ banks or ‘Internet only’ banks and may not have physical
presence in a country despite offering different banking services.
Plastic Cards as Media for Payment: -

There are four types of plastic cards being used as media for making payments. These
are:
1. Credit Card
2. Debit Card
3. Smart Card
4. ATM Card
1. Credit Cards: -
The credit card enables the cardholders to: Purchase any item like clothes, jewellery,
railway/air tickets, etc. Pay bills for dining in a restaurant or boarding and lodging in hotel
Avail of any service like car rental, etc.
2. Debit Cards: -
A debit card is issued on payment of a specified amount by the issuing company like a
telephone company to a customer on cash payment or on debiting his account by a bank.
Thus it is like an electronic purse, which can be read and debited by the required amount. It
may be noted that while through a credit card, the customer first makes a purchase or avails
service and pays later on, but for getting the debit card, a customer has to first pay the due
amount and then make a purchase or avail the service. For this reason, debit card are not as
popular as credit cards.
3. Smart Cards: -
Smart Cards have a built-in microcomputer chip, which can be used for storing and
processing information. For example, a person can have a smart card from a bank with the
specified amount stored electronically on it. As he goes on making transactions with the
help of the card, the balance keeps on reducing electronically. When the specified amount is
utilized by the customer, he can approach the bank to get his card validated for a further
specified amount. Such cards are used for paying small amounts like telephone calls, petrol
bills, etc.
4. ATM Cards: -
The card contains a PIN (Personal Identification Number) which is selected by the customer
or conveyed to the customer and enables him to withdraw cash up to the transaction limit
for the day. He can also deposit cash or cheque.
Advantages of e-banking
 E-banking has numerous advantages attached to its usage. E-banking provides a
platform for anytime, anywhere banking. The customers can log on to their
account using websites or cards anytime and from anywhere without being
concerned about the bank timings or bothering about the long bank queues. In
today’s time banking transactions are not bounded by any geographical region or
time period. Transactions can be easily executed with a click of mouse which is
the biggest advantage of online banking. That, is, why physical banks are slowly
and slowly being replaced by ‘brick and click institutions’ and ‘virtual banks’.
Moreover, it money and time of the customers as they no longer need to travel
all the way to bank for every banking transaction. This new form of banking is
considered economical for banking institutions also as lot of money in form
operational cost on physical infrastructure and human resources is saved.
Customers benefit in form of better and advanced facilities being made available.
If online errors or queries are responded speedily and in efficient manner, it
helps the banks in maintaining their customer base. With ample time availability
because of lowering down of mechanical work, banks are able to focus on
providing better and new facilities to the customers. Hence, it also provides
banking institutions with an added advantage over their competitors. With the
widespread penetration of internet, almost all the banks provide online services.
So today, e-banking is not just a marketing tool it’s a necessity, which all banks
need to have.
Challenges in adoption of e-banking
 Security Risk – Security risk is the prominent challenge faced by the banks
offering e-banking services. There are still many customers who refuses to opt
for e-banking services because they still don’t find e-banking or online banking
secure. Online banking frauds like phishing, spamming, spy ware, internet theft
etc. are still very much prevalent and are a thwart to e-banking expansion. These
security problems need to be addressed to win over the confidence of the
customers.
 Privacy Risk – The risk of disclosing the private information of the customers with
others. As all the information of the customers are available online, there is
always a fear among the customers that their personal information may be
shared by the banks with the marketing people.
 Technical difficulties – As e-banking is all about the use of technology, any
technical error can withhold the banking process. The problem of banking
websites going down, or jamming problem due to lot of rush on the websites,
blocking of the cards , forgetting log-in passwords all these are technical
problems which a customer may face in using internet banking.
 Customer Education – There are lot of users in India who still fear using e-
banking services because they are unaware either about their benefits or are
unaware about the mode of usage. It is a big challenge for the banks to make to
slowly equip all the customers in using e-banking facilities. Though lot of people
have shifted to use of ATMs and plastic cards, a lot needs to be done to make EFT
and RTGS a popular banking mechanism among Indian users.
 RISK MEASURERING
 E-BANKING RISK
 E-BANKING RISK:-
 Strategic Risk
 Operational Risk:
 Technology infrastructure
 Security
 Data integrity
 System availability
 Internal control
 Reputational Risk
 Legal Risk
 Other traditional banking Risk
 Credit Risk
 Liquidity Risk
 Market Risk
 Foreign Risk
 E-banking using internet as an added delivery channel may shift bank riskprofiles
to some degree and create new risk control challenges for banks.
 Accordingly, supervisors need to consider the implication of a bank’s use of e-
banking delivery channels on its strategic risk, operational risk, reputational
 risk, legal risk, market risk, and foreign exchange risk.
Strategic risk and business risk:
Strategic risk is one of the most significant risk that e-banking activity presents
for banking organization. Strategic risk differs for other risk categories in that it is
more general and board in nature. Strategic decision to be given by bank’s board
of directors and executive management will have implicative for all other risk
categories. Some of the strategic risk involve with e-banking are directly linked
with timing issues. There can be significant strategic risk associated with
management decision to be a technology pioneer, particularly if the institution
becomes burdened with system made redundant by rapid technological charges.
Operational risk:
Because of reliance of the technology for all facets of banking operational risk is
one of the most significant risks. To limit operational risk, banking organization
may want to consider implementing an integrated enterprisewide architecture
and technology infrastructure that can facilitate interoperability, ensure the
security, integrity and availability of data and support the management of
relationship with third party services provider.
Technological infrastructure:
E-banking has brought the issue of technological system and application

integrated to the forefront. Many large banks now faced with the task of
integrating system for e-banking activities with their existing legacy system
and with system of multiple service providers and partners. These banks are
exposed to significant operational risk from errors in transaction processing if the
systems for e-banking are not properly integrated.
Security:
The majority of the bankers surveyed by EBS (electronic banking group).
members indentified security risk as a primary concern relating to Ebanking. external
threats such as “hacking”, “sniffing”, “and denial of services” attacks expose banks to
new security risk. Open electronic delivery channels cerate new security issues for
banks with respect to confidentiality and integrity of information, non repudiation of
transaction, authentication of users and access control.
Data integrity:
Data integrity is an important component of system security. Banking

organization must improve interoperability with in and across enterprise to
effectively manage relationship with customer, other banks and external services
provider.
System availability:
In additional to ensuring secure internal networks for their e-banking activities,

effectively capacity planning is critical to ensuring the on going availability of e-banking
product and services. Competitive pressures and increased reliance on having services
available 24 hours a day and 7 days a week (24*7) have raised customer expectation
considerably and in torn reduce the tolerance for tolerance for error. To complete
effectively and avoid potentially significant reputation risk that could arise from system
outage, banks offering e-banking services may sliver the right mix of product and
services securely , accurately and consistently. Moreover trends in outsourcing make it
necessary for bankers to ensure that similar plans are in place at their external services
providers and are periodically
tested for effectiveness.
 Internal control/audit:
The ability to correct and detect errors is critical internal control component
of any banking operation. Much of efficiency and reduction in e-banking
services stem from banks ability to implement “straight-through processing”.
While the benefit of straight-through processing are many, the reality is that
e-banking modifies how internal controls, proper segregation of duties and
clear audit trails are applied over broad access channels.
 Reputational risk:
The banks reputation can be impacted by any adverse development that

precludes the availability of their e-banking delivery channels. Bank has long
based their business on a reputation of trust. The ability to provide a trusted
network support e-banking if critical, and bank’s reputation can be damage
by internet banking services that are properly executed orotherwise alienate
customer and the public. Banks reputation can suffer ifit fails to deliver
secure, accurate and timely e-banking services on aconsistent basis. A bank’s
reputation can also be adversely impacted if it fails to respond to inquiries
posted via email, does not provide proper disclosure, or violates customer
privacy.
Legal risk:
Legal risk arising from e-banking activates represents another ares of
increased concern. Currently supervision in every jurisdiction and examining
how existing legal and regulatory frameworks originally design to address
issues affecting the “physical” world of banking interact with the developing
e-banking delivery channels as well as examining potential ambiguities. A
bank that develop relationships via the internet with customer in other
jurisdictions may be unfamiliar with the banking and customer protection
laws and regulation specific to those countries and may consequently incur
heightened legal risk.
 Other traditional banking risk:

The e-banking delivery channels also has implication for other traditional
banking risks such as credit risk., Liquidity risk, interest rate risk and
market risk.
 Credit risk:
The credit risk of banking institution can be affected by e banking activitiesin
a number of ways. The use of internal delivery channel may allow
banks,especially small institution, to expand very rappidly, which could lead to
heightened asset quality and internal control risks. The use of the internal also
allows bank to expand their geographical reach out of their traditional area,
which increase the challenge of understanding local market dynamics and risks,
verifying collateral and perfecting security lions with out-of-area borrowers. In
addition, the internal also makes it more difficult to authenticate the identity and
creditworthiness of potential customers, which are essential element to sound
credit decision.
b) Liquidity risk:
The speed with which the information and mis informatin moves over th
einternet can have implication for liquidity risk profile of banks. Adverse information
about a bank, whether it is true or not, can be easilydisseminated over the internal
through bulletin boards and news groups. This couuld cause depositors to withdraw
their funds in mass at any time ofthe day, any day of the week. Accordingy, increased
monitoring of liquidityand changes in deposits and loan may be warranted
depending on the volume of activity created through e banking.
 Market risk:
The impact of recent growth in securities issuance and tradind over the
internet on banks market risk is complex. From a market standpoint, the increase
volume of securities, which are traded over the internet volatility,but on the
other hand, it can lead to increased liquidity. From an individual bank's
standpoint, banks may be exposed to increase market risk if they create or
expand deposits brokering, loan sales, or securitization program meras a result of
internet banking activities. As with liquidity risk, the effect the increased E
banking activities on market volatility need to be monitered by banks and
supervisors.
 Foreign exchange risk:

A bank may be exposed risk if it is accepts deposits from foreign customersor create
accounts denominated in currencies other than their local currencymSince the internet
allow banks the opportunity to expand their geographicn range, even internationally, some
bank may take a greater foreign exchange risk through e banking activities then the have
through their traditional delivery channels. Supervision should ensure that a bank initiating
crossborder e banking activities through the internet has the appropriate risk management
systems and expertise to manage these risks properly.
 Models of E- Banking
To implement effectively E-banking and augment the level of technology
the following models2 have been suggested:
(i) Complete Centralized Solution (CCS)
(ii) Cluster Approach
(iii) High Tech Bank within Bank
i. Complete Centralized Solution (CCS)

This is an ideal branch network model on which E-banking activities can be
implemented uniformly and efficiently. Under the model, the bank has to provide web-
server and the requisite software which is connected to the main server. Once the
required hardware and software are set in, the customers can access the web-server
for their basic banking operations using any standard browser at any location.
ii. Cluster Approach:
Under this model, computerized branches of each city are connected with Regional
Processor located at each such city which then are connected through reliable media to a
centralized High end server. Under this approach, it is necessary that an integrated
computerization is available at all branches so that connectivity amongst various branches
can be established through Regional clusters. Most of the branches are computerized in an
integrated way through Network/ Unix Server.
(iii) High Tech Bank within Bank:
Under this model, complete computerization of all branches is avoided. Within each
bank, two different types of banks would function concurrently, viz., High Tech Bank
providing
E-Banking facilities through select branches and traditional bank offering traditional services
through other branches. This approach enables the banks to play a balanced role to offer
state of art service to ever demanding customers of major cities and simultaneously
continue to offer traditional personalized service to the mass customers who still dominate
the banking scene.
3.3 Electronic Delivery Channels:
Banking activities through the traditional delivery channel of branch networks are on the
decline and customers can now do banking business from the comfortable confines of their
homes using most. modern electronic delivery channels. Banks are able to the deliver their
products more cheaply than the traditional branch networks loaded with expensive staff.
The Information Technology has enabled banks to increase the range of their products also
and market them more effectively.The popular electronic delivery channels are the
following:
(i) ATM
(ii) Smart Cards/ Credit Cards
(iii) Tele Banking/ Mobile Banking
(iv) Internet Banking
(i) ATM:
ATMs have become the order of the day in banking. Though they were evolved as novel
cash dispensers, now they have emerged as a marketing tool to target the masses. There
are about 9500 off-site and on-site ATMs of many banks are nothing but virtual branches, as
customers can conduct any transactions, through the touch screens. They are user friendly
and they have mass acceptability. They can effectively reach out a large customer base at a
low cost. At present, banks have started outsourcing and sharing of ATM services to reduce
cost. Most banks are used to cross-sell other products also so as to meet the varied
requirements of
customers. Banks have started dispensing Railway tickets, Air tickets, Movie tickets etc.
through ATMs. Voice activated ATMs, ATMs with finger print scanning technology etc. are
on the move. If they become operative they can save the customers from the hassles of
carrying a card. In future, a bank’s ATM would function like a kiosk delivering more on
Reach of E-Banking in Rural India-A Study with Special Reference to Central Gujarat
Region
non-cash transactions, thereby reducing fixed and operating costs.
(ii) Smart Cards/ Credit Cards:
The smart card technology is also widely used by bankers to market their products.
Smart Card, which is a chip-based card, is a kind of an electronic purse. Embedded in the
smart
card is a microchip which will store a monetary value. When a transaction is made using the
card, the value is debited and the balance comes down automatically. Once the monetary
value comes down to nil, the balance is to be restored all over again so that the cards
because card related frauds and crimes cannot take place in a smart card. It provides
communication security as it verifies whether the signature genuine or not. The card also
recognizes different voices and compares with the recorded original voice. It is used for
making purchases without the necessity of requiring the authorization of Personal
Identification Number as in a debit card. It does away with all problems associated with the
traditional currency. In fact, a smart card is a truly powerful token which carrie sout all the
functions of magnetic stripe cards like ATM Card, credit and debit card etc.
(iii) Tele-Banking/ Mobile Banking:
Tele-banking is increasingly used as a delivery channel for marketing banking
services. A customer can do entire noncash related banking over the phone anywhere and
at anytime. Automatic Voice Recorder (AVR) or ID numbers are
Reach of E-Banking in Rural India-A Study with Special Reference to Central Gujarat Region
used for rendering Tele-Banking services which have added convenience to customers.
(iii) Internet Banking:
Internet has enabled banking at the click of a mouse. Internet banking is all poised to
emerge as the most profound electronic channel in the near future. Internet banking
reduces banks operating expenses mainly due to savings on prohibitive estate costs and
expensive staff salary. It is estimated that the cost per transaction in internet banking will be
only one-tenth of regular branch transactions. Internet banking is a platform for electronic
delivery of banking services to the customers. In internet banking, customer of a bank with a
PC and a browser, can have accounts to his bank’s website, and thereafter perform various
banking functions. Thus, he can avail of the bank’s services from anywhere and at any time.
With the drastic fall in cell phone tariff and emergence of seamless connectivity between
fixed and mobile lines, telebanking or mobile banking is set to emerge as one of the cost
effective delivery channels in the near future. The toll-free number would also gain
popularity as an important delivery channel. Successful adoption of wireless technology
would help banks to offer not only any time, anywhere banking but also any device banking.
Real-Time Gross Settlement (RTGS):
The RTGS is a new system of payments evolved is the Indian banking environment. Its main
objective is to enable online clearing and settlement Reach of E-Banking in Rural India-A
Study with Special Reference to Central Gujarat Region of payments on a real-time basis
across banks in different cities. The RTGS is an upgraded technology aimed at reducing
dependence on payments through cheques. It is radically different from the present day
paper-based clearing system. It not only permits net settlements between banks but also
eliminates systematic risk due to advanced technological innovations. Under RTGS system
payment are cleared singly and bilaterally as theyoccur. When a payment message is moved
through the clearing house, the paying bank’s account with the RBI is simultaneously
debited and credited in the receiving bank’s account. There are no end-of-day procedures as
in the case of paper-based clearing system. There is a certainty of payment and the
receiving bank can credit the beneficiary’s account immediately and allow full use of funds.
Types of Cards:
Besides all cards of State Bank of India, State Bank ATM-Cum-Debit Card
and State Bank International ATM-Cum-Debit Cards following cards are
also accepted at State Bank ATMs:
1) State Bank Credit Card.
2) Cards issued by other banks displaying Maestro, Master Card,
Cirrus, VISA and VISA Electron logos.
3) All Debit/ Credit Cards issued by any bank outside India displaying
 Maestro, Master Card, Cirrus, VISA and VISA Electron logos
 Phone/Mobile Banking:
The service is available on all phones (java/non java) with/without GPRS
connection. No need to download the application. Ordinary SMS charges are
applicable.
 The following functionalities are available:
 Enquiry Services (Balance Enquiry/Mini Statement) Mobile Top up
 DTH Top up/ recharge
 IMPS- Mobile to Mobile Transfer
 Change MPIN
 Business Rules:
 All Current/ Savings Bank Account holders in P segment are eligible. Transaction
limit per customer per day is Rs.1,000/- with a calendar month limit of Rs.5,000/-
All customers can avail the Service irrespective of telecom service provider. The
Service is free of charge. SMS cost will be borne by the
customer. As a matter of abundant precaution, Customers are requested to
delete all the messages sent for communication, once the response for their
request has been received.
 Internet Banking:
Using Internet banking services, you can do the following normal banking
transactions onlineReach of E-Banking in Rural India-A Study with Special
Reference to Central Gujarat Region Funds transfer between own accounts.Third
party transfers to accounts maintained at any branch of SBI Group Transfers to
accounts in State Bank Group Inter Bank Transfers to accounts with other Banks
Online standing instructions for periodical transfer for the above Credit PPF
accounts across branches Request for Issue of Demand Draft Request for opening
of new accounts Request for closure of Loan Accounts Request for Issue of
Cheque Book from these, the other salient value-added features available
are:
 Utility bill payments
 Online Ticket Booking for travel by Road, Rail and Air
 SBILIFE, LIC and other insurance premia payments
 SBI and other Mutual funds Investments
 SBI and other Credit Card dues payments
 Tax Payment – Income, Service, State Government
 Customs Duty Payment
 Online Share Trading (eZ-trade@SBI)
 Online Application for IPO
 Fee Payment to select educational institutions including IITs and
 NITs
 ATM & Debit Cards:
The ATM cards/debit cards, credit cards and prepaid cards (that permit cash withdrawal)
can be used at Corporation Bank ATMs for various transactions. Corporation Bank has tie up
arrangement with VISA, MasterCard, Cash Net, NFS (National Financial Switch), State Bank
of India, Karnataka Bank, ING Vysya Bank, Dena Bank and Bank of Rajasthan cash
withdrawal and Balance Enquiry facility is available to all cardholders. In addition,
Corporation Bank cardholders when transacting in Corp Bank ATMs can avail of following
services/facilities:
Mini Statement
Funds Transfer between Own Accounts
NEFT-National Electronic Funds Transfer
Prepaid Mobile Recharge Facility
LIC Premium Payment
Direct Tax (select taxes) Payment through ATMs
The cards issued by banks in India should be enabled for use at any bank ATM within
India. Currently Corporation Bank cardholders transacting in Corporation Bank ATMs can
withdraw Rs. 25,000 per day subject to per transaction limit of Rs.15,000 for balance in the
account, whichever is lower. Other Bank cardholders can withdraw maximum of Rs.10,000
per transaction. As per RBI guidelines, no charges are payable for using other banks' ATM
for balance enquiry. However, the number of free cash withdrawals is restricted to five
transactions per calendar month to savings bank account holders. For transactions beyond
this minimum number of transaction for savings bank account holders and to all other
account holders, banks charge maximum of Rs 20/- per transaction. For all such complaints
customer may lodge a complaint with the local Banking Ombudsman if the bank does not
respond.
 Credit Cards:
Corporation Bank is pleased to inform the introduction of its own Credit Card facility.
The Corp Bank International Credit Card has been specially designed taking into account the
conveniences and privileges you are used to. It has been our continuing end eavor to always
provide the best of services and provide remarkable benefits and thus take care of your
needs. In addition to the various services available from Corporation Bank, you will also
have access to the benefits, privileges and extensive reach of the global VISA network.
Further, Corp Bank Credit Cards issued during the first year are ‘Lifetime free’ thus ensuring
that you do not have to pay any annual / renewal fee for the Card. The Corp Bank
International Credit Cards are offered to our customers maintaining relationships with the
Bank and you can apply for the same through the Branch where you are maintaining your
account. You can also
download the application form from our website and submit the form with the relevant
documents to the branch where you are maintaining your account.
 Phone Banking:
Corporation Bank has introduced Inter Bank Mobile Payment Service(IMPS) and SMS
Banking facility for their Customers. With the introduction of this facility one can now access
the bank account and carry out a variety of banking transactions through mobile. The
National Payments Corporation of India (NPCI), an organization set up to implement and
oversee the retail payment systems in the country has launched a simple, easy to use
mobile to mobile fund transfer facility. Interbank Mobile Payment Service (IMPS) is an
instant interbank electronic fund transfer service through mobile phones. An IMP facilitates
customers to use mobile instruments as a channel for accessing their banks accounts and
remitting funds from there. In the ideal scenario funds should be credited into the
beneficiary account in about 15-30 seconds. In case for any reason, technical or business,
the IMPS transaction is not completed the reversal of the remitters funds will happen
immediately. In case, the status of a particular transaction cannot be determined due to a
link failure in the other bank or NPCI, the funds would be reversed on the next day. In case,
the transaction is not settled within 7 days, the reversal of fund is done manually on
reconciliation on
the 8th day.
 SMS Banking:
The SMS Banking facility works through the concept of SMS (Short Message Service)
functionality available in your mobile phone. SMS Banking facility of the Bank can be divided
into two categories - PUSH & PULL.
PUSH Services (ALERTS): PUSH based SMS services shall enable the Bank to send information
to the customer's mobile on the occurrence of certain transactions in the account.
PULL Services (REQUESTS): PULL based SMS services allow the customers to request for
various information relating to their account besides giving instructions for certain facilities.
Corp net – Internet Banking:
Corporation Bank launched Internet Banking for the corporate customers of its
Collection And Payment Services [CAPS] i.e., Cash Management Services. The Net Banking
Facility was launched on 1st January, 2001. In the niche area of Collection And Payment
Services, Corporation Bank has a leadership presence in the country and caters exclusively
to the Cash
Management requirements of the corporates. The Bank, within its network, has ten
specialised CAPS Branches which are fully automated and currently service over 900
companies. The Bank’s Fast Collection Services (FCS) is one of its Premier Products as
per which collections from 135 cities / towns are pooled at locations of corporate’s choice.
The Bank is able to substantially collapse the time involved in transfer of funds representing
the receivables, benefiting the
corporate in terms of improved liquidity, reduced interest cost, elimination of reconciliation
hassles etc. Corporation Bank introduced the Internet Banking facility for the corporate
customers of CAPS. This facility will significantly change the way the Cash Management
Services is currently delivered. It will impart convenience of accessing data / information
round the clock on all days at the user. The Internet Banking facility also helps in making
Cash Inflow forecasts so that deployment of funds can be planned. Data can be downloaded
in different formats which can benefit the corporate in meeting their MIS purpose It also
affords company level aggregates of data of various divisions and regions. The clients can
instruct the Bank on payments to be effected to predetermined vendors and suppliers. The
facility has various layers of securities both at application level and at system level giving the
comfort to the users. Corporation Bank, looking beyond traditional banking, has introduced
aseries of products and services to different customer segments. Corp Net is one such
product offered by the Bank to its customers. On 1st January,2001, the Bank had launched
Internet Banking (Corp Net) facilities for the corporate customers of its Collection And
Payment Services The Bank has introduced the Corp Net facility for Corporate and Retail
customers of its computerized branches effective from 28th March, 2002. It is envisaged
that the new facility will significantly change the way the
services are currently delivered.
Corp Net offers Account information, Funds Transfer and other Banking Services modules
for the user to retrieve his accounts information and to request the Bank for online services.
Report Printing and Download options for the user to print/save the information in
respective desktop are provided wherever applicable. Corp Net is a browser based
application and can be accessed through an Internet Browser. Usage of this product
requires minimal training for the user. CorpNet can be accessed any time of the day
irrespective of the location. Corp Net is capable of running under both, Netscape Navigator
and Internet Explorer (For best results use Netscape Communicator 4.x or Microsoft
Internet Explorer 5.x). In Corp Net, context help is provided on the menu in all screens. User
can refer help text whenever needs clarification. User can switch from one module to
another easily through the options available in the screen. User can travel between modules
irrespective of the module he is currently in.
RESEARCH METHODOLOGY
The data collected from questionnaire will be tabulated and analyzed so that it can easily
understand to the user.
There are a number of ways to be used to present the result of findings are:-
o Pie-chart
o Graphs
 a) Research is problem solving and Systematic.

 b) Logics will be followed in study.
 c) Decision making and conclusion is drawn from In-formation collected, facts and
Figures.
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample
from the universe to know about its characteristics.
 Sampling Units: Different Account Holder from the bank.

 Sample Technique: Random Sampling.
 Research Instrument: Structured Questionnaire.
 Contact Method: Personal Interview.
SAMPLE SIZE:
My sample size for this project was 40 respondents. Since it was not possible to cover the
whole universe in the available time period, it was necessary for me to take a sample size of
40 respondents.
DATA COLLECTION :
The mode of collection of data will be based on Primary as well as Secondary data.
Primary data:
Primary data collection will base on personal interview of customers I have prepared the
questionnaire according to the necessity of the data to be collected.
Secondary data:
Collection of information from other website and different various websites related to E-
BANKING. The methodology involved recruiting and studying users from the banks’
customerdatabase, categorized on the basis of usage and transactional behaviours.
The 3 types of users interviewed were:
Non-users who don’t bank online
Users who bank online but only check account status and don’t do any
Transactions
Users who perform extensive online transaction via their bank account
DATA ANALYSIS
1) Users of E-banking
Yes 65%
No 35%
Chart Title
80
60
40
20
0
YES NO
2) No. of user of the banks

Icici 20%
Sbi 30%
Sbh 20%
Axis 10%
Union 8%
Hdfc 12%
30
25
20
15
10
0
Icici Sbi Sbh Axis Union Hdfc
3) PREFERENCE FOR ONLINE BILL PAYMENT SERVICES

Yes 60%
No 40%
Chart Title
NO
40%
YES
60%
4) PREFERENCE FOR ONLINE SHOPPING

Yes 70%
No 30%
Chart Title
80
70
60
50
YES; 70
40
30
NO; 30
20
10
0
YES NO
5) PREFERENCE FOR ONLINE FUND TRANSFAR `

Yes 35%
No 65%
Chart Title
70
60
50
40
30
20
10
0
YES NO
6) SATISFIED CUSTOMERS
Yes 65%
No 35%
Chart Title
NO
35%
YES
65%
7) PERFERRED MODE OF PAYMENT (TO BANK)
CHEQUE 50
CASH 25
E-BANKING 25
60
50
40
30
50
20
25
25
10
0
E- CASH CHEQUE
BANKING
INDIA
8) SPEND PER BILL FOR ON LINE BILL PAYMENT
ABOVE Rs.10 21
BETWEEN RS.5-10 11
BELOW RS.5 32
NOTHING 36
40
35
30
25
20
15
10
0
ABOVE 10Rs BET. Rs 5 OT10 BELOW 5Rs NOTHING
DATA DESCRIPTION AND ANLYSIS

A new review by Tower group of 10 top US e- banking web sites evaluated several aspects of
core online banking components. Group found that there is difference in terms of actual
functionality and usability. Among different banks and their services.
The UK's first home online banking services were set up by the Nottingham Building Society
(NBS) in 1983 ("History of the Nottingham". Retrieved on 2007-12-14.). The system used
was based on the UK's Prestel system and used a computer, such as the BBC Micro, or
keyboard (Tan data Td1400) connected to the telephone system and television set. The
system (known as 'Home link') 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.
An American study conducted last year by Booz-Allen projects that by the year 2000, 16
million US households will be using Internet banking. While these numbers do not appear to
be significant as compared to the total population, each Internet user is projected to be 50-
250% more profitable than the average banking customer. It is expected that these Internet
customers will be some of the banking system's most profitable customers representing
close to 30% of all retail banking profits. The study projects that by 1999, 1,500 banks will
have Internet Web sites and at least 500 of these banks will be offering full-fledged Internet
banking services.
In 2001 Micro banker send detailed questionnaire to the leading vendors of internet
banking software27 companies responded with information on thirty programs the
aggregate outcome of the outcome was that almost all the companies have developed
functions for internet banking and have inbuilt feature to aid with one to one marketing on
the web.
 ICICI Bank
ICICI Bank Online Banking Services provide the largest private bank in India right here at
your desktops. Banking becomes a pleasure as the transactions and services become
instant with ICICI Bank online Internet banking. The services provided are totally secure
and unique. These cover online account transactions and operations, credit card and
account applications and payments, share trading and investments through mutual
funds, bill payments, statement generation and a virtual demo of each service. See in
brief in final report.
Role of customer when using e-banking

 You can access ICICIBank.com only by using your User ID and Password. During the
first login attempt, it is mandatory to change both passwords - login and transaction
– which would have been mailed to you by the bank.
 If you forget your password, you will have written to us using the "Email Us" option.
The Bank will then issue a new password and send it to your mailing address as per
our records. Kindly check with your branch that this address is updated...
 Make sure no one can see the account login name or password you are entering
when you log on to ICICIBank.com.
 Logout of ICICIBank.com before moving on to other Websites.
 Before leaving the PC please "close" the browser.
 Do not write your ICICIBank.com login name or password anywhere.
 Do not leave your login name and password such that someone sitting at your
computer could see them.
 Never reveal your ICICIBank.com login name and password to anyone (no
representative of ICICI Bank will ever ask you for your ICICIBank.com password).
 Notify ICICI Bank immediately if you notice any unusual account activity.
 Keep all documents that include your account information in a secure location.
 When you login you can view the date and time of your last log in.
Features offered by ICICI bank for internet banking
 Balance enquiry and statement

 Transfer fund online
 Card to card fund transfer
 Use debit card online
 Prepaid mobile recharge
 Subscribe for mobile banking
 Link bank account to ATM
 Lock / activate debit cards /ATM
 Request a cheque book
 Stop payment
 HDFC
Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second

account information, Net Banking lets you manage your account from the comfort of
your mouse - anytime, anywhere.
Features offered by HDFC bank for internet banking
 View account balances and statements

 Transfer funds between accounts
 Request stop payments
 Pay bills
 Create fixed deposit online
 Order cheque books
 SBI Bank
ATM & Debit Cards
State Bank offers you the convenience of over 26,000 ATMs in India, the largest network in
the country and continuing to expand fast. This means that you can transact free of cost at
the ATMs of State Bank Group (This includes the ATMs of State Bank of India as well as the
Associate Banks - namely, State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State
Bank of Mysore, State Bank of Patiala,and State Bank of Travancore) and wholly owned
subsidiary viz. SBI Commercial and International Bank Ltd., using the State Bank ATM-cum-
Debit (Cash Plus) card.
Types of Cards:
Besides all cards of State Bank of India, State Bank ATM-Cum-Debit Card and State Bank
International ATM-Cum-Debit Cards following cards are also accepted at State Bank ATMs:
1) State Bank Credit Card.
2) Cards issued by other banks displaying Maestro, Master Card,
Cirrus, VISA and VISA Electron logos.
3) All Debit/ Credit Cards issued by any bank outside India displaying
 Maestro, Master Card, Cirrus, VISA and VISA Electron logos
 Phone/Mobile Banking:
The service is available on all phones (java/non java) with/without GPRS connection.
No need to download the application. Ordinary SMS charges are applicable. The
following functionalities are available:
 Enquiry Services (Balance Enquiry/Mini Statement)
 Mobile Top up
 DTH Top up/ recharge
 IMPS- Mobile to Mobile Transfer
 Change MPIN
 Business Rules:
All Current/ Savings Bank Account holders in P segment are eligible.
Transaction limit per customer per day is Rs.1,000/- with a calendar month limit of
Rs.5,000/- All customers can avail the Service irrespective of telecom service
provider.
The Service is free of charge. SMS cost will be borne by the customer. As a matter of
abundant precaution, Customers are requested to delete all the messages sent for
communication, once the response for their request has been received.
 Using Internet banking services, you can do the following normal banking
transactions online:
 Funds transfer between own accounts.

 Third party transfers to accounts maintained at any
 branch of SBI
 Group Transfers to accounts in State Bank Group
 Inter Bank Transfers to accounts with other Banks
 Online standing instructions for periodical transfer for the
 above
 Credit PPF accounts across branches
 Request for Issue of Demand Draft
 Request for opening of new accounts
 Request for closure of Loan Accounts
 Request for Issue of Cheque Book
 Apart from these, the other salient value-added features available
 are:
 Utility bill payments
 Online Ticket Booking for travel by Road, Rail and Air
 SBILIFE, LIC and other insurance premia payments
 SBI and other Mutual funds Investments
 SBI and other Credit Card dues payments
 Tax Payment – Income, Service, State Government
 Customs Duty Payment
 Online Share Trading (eZ-trade@SBI)
 Online Application for IPO
 Fee Payment to select educational institutions including IITs and
 NITs
 Corporation Bank:
ATM & Debit Cards:-
The ATM cards/debit cards, credit cards and prepaid cards (that permit cash withdrawal)
can be used at Corporation Bank ATMs for various transactions. Corporation Bank has tie up
arrangement with VISA, MasterCard, Cash Net, NFS (National Financial Switch), State Bank
of India, Karnataka Bank, ING Vysya Bank, Dena Bank and Bank of Rajasthan cash
withdrawal and Balance Enquiry facility is available to all cardholders. In addition,
Corporation Bank cardholders when transacting in CorpBank ATMs can avail of following
services/facilities:
Mini Statement
Funds Transfer between Own Accounts
NEFT-National Electronic Funds Transfer
Prepaid Mobile Recharge Facility
LIC Premium Payment
Direct Tax (select taxes) Payment through ATMs
The cards issued by banks in India should be enabled for use at any bank ATM within India.
Currently Corporation Bank cardholders transacting in Corporation Bank ATMs can withdraw
Rs. 25,000 per day subject to per transaction limit of Rs.15,000 for balance in the account,
whichever is lower. Other Bank cardholders can withdraw maximum of Rs.10,000 per
transaction. As per RBI guidelines, no charges are payable for using other banks' ATM for
balance enquiry. However, the number of free cash withdrawals is restricted to five
transactions per calendar month to savings bank account holders. For transactions beyond
this minimum number of transaction for savings bank account holders and to all other
account holders, banks charge maximum of Rs 20/- per transaction. For all such complaints
customer may lodge a complaint with the local Banking Ombudsman if the bank does not
respond.
Credit Cards:
Corporation Bank is pleased to inform the introduction of its own Credit Card facility. The
Corp Bank International Credit Card has been specially designed taking into account the
conveniences and privileges you are used to. It has been our continuing endeavor to always
provide the best of services and provide remarkable benefits and thus take care of your needs.
In addition to the various services available from Corporation Bank, you will also have
access to the benefits, privileges and extensive reach of the global VISA network. Further,
Corp Bank Credit Cards issued during the first year are ‘Lifetime free’ thus ensuring that you
do not have to pay any annual / renewal fee for the Card. The Corp Bank International Credit
Cards are offered to our customers maintaining relationships with the Bank and you can
apply for the same through the Branch where you are maintaining your account. You can also
download the application form from our website and submit the form with the relevant
documents to the branch where you are maintaining.
Phone Banking:
Corporation Bank has introduced Inter Bank Mobile Payment Service(IMPS) and SMS
Banking facility for their Customers. With the introduction of this facility one can now access
the bank account and carry out a variety of banking transactions through mobile. The
National Payments Corporation of India (NPCI), an organization set up to implement and
oversee the retail payment systems in the country has launched a simple, easy to use mobile
to mobile fund transfer facility. Interbank Mobile Payment Service (IMPS) is an instant
interbank electronic fund transfer service through mobile phones. An IMP facilitates
customers to use mobile instruments as a channel for accessing their banks accounts and
remitting funds from there. In the ideal scenario funds should be credited into the beneficiary
account in about 15-30 seconds. In case for any reason, technical or business, the IMPS
transaction is not completed the reversal of the remitters funds will happen immediately. In
case, the status of a particular transaction cannot be determined due to a link failure in the
other bank or NPCI, the funds would be reversed on the next day. In case, the transaction is
not settled within 7 days, the reversal of fund is done manually on reconciliation on
the 8th day.
SMS Banking:
The SMS Banking facility works through the concept of SMS (Short Message Service)
functionality available in your mobile phone. SMS Banking facility of the Bank can be divided
into two categories - PUSH & PULL. PUSH Services (ALERTS): PUSH based SMS services shall
enable the Bank to send information to the customer's mobile on the occurrencof certain
transactions in the account. PULL Services (REQUESTS): PULL based SMS services allow the
PULL Services (REQUESTS): PULL based SMS services allow the customers
to request for various information relating to their account besides giving
instructions for certain facilities
.
Internet Banking:
Corp net – Internet Banking:
Corporation Bank launched Internet Banking for the corporate customers of its Collection
And Payment Services [CAPS] i.e., Cash ManagementServices. The Net Banking Facility was
launched on 1st January, 2001. In the niche area of Collection And Payment Services,
Corporation Bank has a leadership presence in the country and caters exclusively to the
Cash
Management requirements of the corporates. The Bank, within its network, has ten
specialised CAPS Branches which are fully automated and currently service over 900
companies. The Bank’s Fast Collection Services (FCS) is one of its Premier Products as
per which collections from 135 cities / towns are pooled at locations of corporate’s choice.
The Bank is able to substantially collapse the time involved in transfer of funds representing
the receivables, benefiting the corporate in terms of improved liquidity, reduced interest
cost,
elimination of reconciliation hassles etc. Corporation Bank introduced the Internet Banking
facility for the corporate customers of CAPS. This facility will significantly change the way
the Cash Management Services is currently delivered. It will impart convenience of
accessing data / information round the clock on all days at the user. The Internet Banking
facility also helps in making Cash Inflow forecasts so that deployment of funds can be
planned. Data can be downloaded in different formats which can benefit the corporate in
meeting their MIS purpose It also affords company level aggregates of data of various
divisions and regions. The clients can instruct the Bank on payments to be effected to
predetermined vendors and suppliers. The facility has various layers of securities both at
application level and at system level giving the comfort to the users.Corporation Bank,
looking beyond traditional banking, has introduced aseries of products and services to
different customer segments. CorpNet isone such product offered by the Bank to its
customers. On, the Bank had launched Internet Banking (CorpNet) facilities for thecorporate
customers of its Collection And Payment Services TheBank has introduced the CorpNet
facility for Corporate and Retail customers of its computerized branches effective from It is
envisaged that the new facility will significantly change the way the services are currently
delivered. CorpNet offers Account information, Funds Transfer and other Banking Services
modules for the user to retrieve his accounts information and to request the Bank for online
services. Report Printing and Download options for the user to print/save the information in
respective desktop
are provided wherever applicable. CorpNet is a browser based application and can be
accessed through an Internet Browser. Usage of this product requires minimal training for
the
user. CorpNet can be accessed any time of the day irrespective of the location. CorpNet is
capable of running under both, Netscape Navigator and Internet Explorer (For best results
use Netscape Communicator 4.x or Microsoft Internet Explorer 5.x). In CorpNet, context
help is provided on the menu in all screens. User can refer help text whenever needs
clarification. User can switch from one module to another easily through the options
available in the screen. User can travel between modules irrespective of the module he is
currently in.
FINDING
1. In the users ratio of internet banking 65% of customers are using this service.
2. In these services the SBI bank is top in service of E-banking.
3. The services that are mostly used by maximum customers are transactions, online
trading, bill payment, shopping etc.
4. The mode of transaction that a customer used more oftenly is through cash, cheque
& e-banking respectively.
5. Different banks charge different rates for online service.
CONCLUSION
The basic objective of my research was to analyze the awareness among customers for
internet banking in INDIA. It gives direction to research tools, research types and
techniques. Although the findings reveal that people know about the services but still many
people are unaware and many of them are non – users so the bank should by promotion try
to aware the customers about the benefits of E-Banking. Banks should look forward to have
some tie – ups with other financial institutions to increase the service base.
Indian banks had grown tremendously since nationalization in the volume of business
anumber of clientele served. But in recent years the rate of growth was comparatively slow.
Thesurvival and growth of Indian banking will depend upon their ability to adjust themselves
tocustomer orientation and bring about an improvement in the service standard which will
match to
global standards. All these developments in Indian banking show that, the Indian banks are
marching towards modern banking and changing their traditional look. It is a grate change in
banking industry because of information technologydevelopment. They are trying to utilize
the information technology for banking business and provide technology based banking
products and services to their customers. Indian banks also trying to Univerlisation of
banking products and services to one stop banking shop for customer delight, but
comparatively, private and foreign banks existing in Indian economy are having a higher
level of modernization and also providing numbers of modern services to their customers.
E-banking has its own advantages and disadvantages. The main advantege of implementing
E-Banking is an increase in customer satisfaction. This is because customers do not have to
go the branches in order to access their accounts, make withdrawals and deposits. They can
also check it anytime of the day, a feature that physical branches not offer thus creating a
good relationship with the bank and the. E-Banking is also advantageous not only for
customer but also for the bank because it reduces costs in setting up a branch and the
resources to process transactiions. All these benefits are the reasons why many banks are
already investing in E-Banking.
The main disadvantage of E-Banking is the security problems that surround it. It's a fact that
making transactions online poses a much bigger risk compared to making transactionns in a
physical branch. This is due to the hacking problems and identity theft. Addititon to these
risks, technical diffculities could also arise. Sometimes the bank's website goes down, and if
this happens it will be a hassle for the customer because he/she has to go to a branch or
make phone callswhich are usually busy due to other customers also making a call. Another
case that has happened was an unpredicted rise in customer that the servers of the bank
were not able to cope with. A customermay also run into a bad service. Sometimes you
might wait a while for your checks to clear and you certaintly can't do anything about it if it
is online. Even though all this disadvantages the banks the banks have to make its E-Banking
more fast and effective so that they cab able to survey in the stiff competition in the market.
It is factthat E-Banking has increase a better relationship with the customer, because
customer
Limitation of Study
 Banks are not giving me all information about E-banking services.
 They do not permit to meet any of the employees in their bank.
BIBLOGRAPHY
E BANKING
https://www.toppr.com/guides/business-economics-cs/money-and-banking/e-banking/
http://www.icommercecentral.com/open-access/the-electronic-banking-revolution-in-india.php?
aid=59261
https://bizfluent.com/about-5109945-history-ebanking.html
https://en.wikipedia.org/wiki/Regional_Rural_Bank
LITERATURE
http://dspace.nitrkl.ac.in/dspace/handle/2080/746
https://dl.acm.org/citation.cfm?id=1552229
https://www.tandfonline.com/doi/abs/10.1002/itdj.20025
http://www.icommercecentral.com/open-access/acceptance-of-ebanking-among-adult-customers-
an-empirical-investigation-in-india-1-17.php?aid=38370
https://web.a.ebscohost.com/abstract?
direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=09741305&AN=43484772&h=N
%2fVxhUIoHY0XJ7XCNE9iKUbkXdTOGcRw9a
%2btY6yyoIjPnWVqQ3dtjbL0ThfKlUtu2lAywW6PMrNsq2ZD4OQsdQ%3d
%3d&crl=c&resultNs=AdminWebAuth&resultLocal=ErrCrlNotAuth&crlhashurl=login.aspx%3fdirect
%3dtrue%26profile%3dehost%26scope%3dsite%26authtype%3dcrawler%26jrnl
%3d09741305%26AN%3d43484772
http://www.icommercecentral.com/open-access/an-empirical-study-on-service-quality-perceptions-
and-continuance-intention-in-mobile-banking-context-in-india.php?aid=38046
http://www.iajet.org/iajet/iajet_files/vol.2/no.1/Internet%20Banking%20Adoption%20in%20an
%20Emerging%20Economy%20Indian%20Consumers%20Perspective.pdf
https://www.emeraldinsight.com/doi/abs/10.1108/02652321211236923
Book:-
 E-banking in India
 Banking service operation (ICFAI)

 Indian Banking Money & Banking
Reference
 Neeta Prasad(Feb2010).”Indian Banking”, Yojana., vol-54, pp1-51.
 2. Dr.K.Srinivas, (Jan 2010) ”Indian Journal of Finance - Pre and Post Merger Financial
 Performance of Merged Banks in India – A Select Study” volume-IV, Number-1, pp. 3-

19.
 3. Tero Pikkara iken (2004) “Consumer Acceptance of online banking” Emerald group
publication.
 4. Paul Peter..(2005).”Banking consumer Behaviour” University of Wisconsin, pp-592.
 5. Gowtham Gowrishankaran, John krainer “The Welfare Consequences of ATM
 surcharges: evidence from a structural entry model” Working Paper

12443,NBERworking paper series, http://www.nber.org/papers/w12443
 6. V. Dheenadhayalan. “Automation of Banking Sector in India” Yojana (Indian) Feb

2010.Vol : 54. PP : 32-37

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STUDY ON E-BANKING SERVICES SYESTEM IN

Dissertation Submitted to the

Bunts Sangha’s UKS Institute of Management Studies & Research

in partial fulfilment of the requirements for the award of the Degree

Dissertation Submitted to the

Bunts Sangha’s UKS Institute of Management Studies & Research

in partial fulfilment of the requirements for the award of the Degree

I hereby declare that the dissertation “ A Study On E –Banking System in

Name of the Student

This is to certify that the dissertation entitled “ A Study On

out by MADHAVI MANGESH TORASKAR, student of

Dr. Krishna Shetty

UKS Institute of Management Studies & Research

(Specimen Only, may be modified by students)

It is gratifying to express my indebtedness to some individuals who

Name of the Student

(May be modified by the students)

The topics having aroused my curiosity, discussions were held with

All these aspects then resulted in the development of the project

( Name of the Student)

Chapter No. Title Page

2.2 SIGNIFICANCE & OBSEVATION OF STUDY

2.3 E-BANKING SUPPORT SERVICES

2.4 E-BANKING SUPPORT SERVICES

2.5 Banking Services through Internet

Khan, M SK CONDUCTED RESEARCH ON Service quality evaluation in internet banking an

Internet banking is becoming is increasingly becoming popular because of convenience and

What is electronic banking / e-banking?

a) Transactional: It includes completing money related exchanges, for example,

b) Non- Transactional: It includes downloading of money related archives like a bank

SIGNIFICANCE & OBSEVATION OF STUDY

E-BANKING SUPPORT SERVICES

Banking Services through Internet

Plastic Cards as Media for Payment: -

Challenges in adoption of e-banking

Strategic risk and business risk:

E-banking has brought the issue of technological system and application

Data integrity is an important component of system security. Banking

In additional to ensuring secure internal networks for their e-banking activities,

The banks reputation can be impacted by any adverse development that

 Other traditional banking risk:

 Foreign exchange risk:

i. Complete Centralized Solution (CCS)

(iii) High Tech Bank within Bank:

(iii) Internet Banking:

 a) Research is problem solving and Systematic.

 Sampling Units: Different Account Holder from the bank.

The 3 types of users interviewed were:

Non-users who don’t bank online

2) No. of user of the banks

3) PREFERENCE FOR ONLINE BILL PAYMENT SERVICES

4) PREFERENCE FOR ONLINE SHOPPING

5) PREFERENCE FOR ONLINE FUND TRANSFAR `

7) PERFERRED MODE OF PAYMENT (TO BANK)

8) SPEND PER BILL FOR ON LINE BILL PAYMENT

DATA DESCRIPTION AND ANLYSIS

Role of customer when using e-banking

Features offered by ICICI bank for internet banking

 Balance enquiry and statement

Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second

Features offered by HDFC bank for internet banking

 View account balances and statements

 Funds transfer between own accounts.