“ A STUDY OF ONLINE PAYMENT IN HDFC BANK ”

A project submitted to

university of Mumbai for partial completion of the degree of

Bachelor in commerce (Banking and Insurance)
under the faculty of Commerce
SEMESTER VI
(2021-2022)

By
MS.PRAJAKTA ASHOK MORE
Under the Guidance of
MRS.TANYA J.AHUJA
Name of the Learner
MS.PRAJAKTA ASHOK MORE
Name of the Guiding Teacher
MRS.TANYA J.AHUJA

T.Z.A.S.P.M’s
PRAGATI COLLEGE OF ARTS AND COMMERCE
DOMBIVLI EAST
MAHARASHTRA 421202
(2021-2022)

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 T. Z. A. SHIKSHAN PRASARK MANDAL’S
PRAGATI COLLEGE OF ARTS AND COMMERCE
DOMBIVLI (E)

CERTIFICATE
This is to certify MS.PRAJAKTA ASHOK MORE seat no 18 of B.com (Banking and Insurance)
semester VI (2021-2022) has successfully completed the project on
A STUDY OF ONLINE PAYMENT IN HDFC BANK under the guidance of MRS.TANYA
AHUJA

DATE:-
PLACE:-

(Proof Swati Pusalkar) (Dr. Jyoti Pohane)

Course Coordinator Principal

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 DECLARATION

I the undersigned MRS.PRAJAKTA ASHOK MORE here by, declare that the work embodied in
this project work titled “A STUDY OF ONLINE PAYMENT IN HDFC BANK” my own
contribution to research work carried out under the guidance of MRS.TANYA AHUJA is a result of
my own research work and has not been previously Submitted to any other university for any other
degree to this or any other university Wherever reference has been made to previous work of others ,
it has been clearly
indicated as such and included in the bibliography. I, here by further declare that all information of
this document has been obtained and presented in accordance with academic rules and ethical
conduct.

Name and signature of student

(PRAJAKTA ASHOK MORE)

ACKNOWLEDGEMENT
To list who all have helped me is difficult because they are so numerous and the depth
is so enormous

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I would like to acknowledge the following as being idealistic channels and fresh dimensions in the
completion of this project
I take opportunity to thank my Principal, DR. JYOTI POHANE. For providing the necessary
facility required for completion of this project.
I take this opportunity to thank our Coordinator prof. Swati pusalkar mam for her moral support
and guidance
I would also like to express my sincere gratitude towards my project guide MRS. TANYA AHUJA
MAM whose guidance and care made the project successful.
I would like to thank my College Library , for having provided various references books and
magazines to my project.
Lastly, I would like to thank each and every person who directly or indirectly helped me in the
completion of the project especially my parents and peers who supported me through my project.

EXECUTIVE SUMMARY

The online payment systems allow the seller to accept payments and the buyer to send payments over
the internet. Examples of online payment companies include PayPal. The online payment system
offers electronic alternatives to traditional payment methods such as money order and checks. Online
payment companies handle online or internet-based methods of payment. They allow the seller to
accept payments and the buyer to send payments over the internet. To sell online, a merchant account
is needed. This is a special bank account wherein funds from online sales are held before they are

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transferred to a regular bank account. A payment gateway facilitates the smooth processing of online
payments by transferring vital financial information from an online payment portal and the acquiring
bank.
Payments services are critical drivers of financial inclusion. In developing countries, they are often
the first point of entry for consumers into formal financial services. Globally competitive electronic
payment services (EPS) technology provides individuals, especially those in lower-income and
remote segments of society, with easier, cheaper, and safer access to financial services. Access to a
diverse and competitive market in EPS is essential to increasing financial inclusion and reducing
poverty. As almost two billion people in the world do not have access to affordable financial services,
access to EPS systems through ‘mobile money’ and other digital financial services are critical to
allowing access to international markets for micro-, small- and medium-sized enterprises.

INDEX

SR.NO CONTENTS PAGE NO.

Chapter 1 Introduction 9 - 40
Chapter 2 Research Methodology 41 - 44
Chapter 3 Literature review 45 - 46
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Chapter 4 Data Analysis and Interpretation 47 – 56
Chapter 5 Finding, Suggestions and Conclusion 57 – 60
Chapter 6 Bibliography and webliography 61
Chapter 7 Appendix 62 – 63

CHAPTER 1. INTROUCTION OF ONLINE PAYMENT

SR.NO CONTENTS PAGE

NO

CHAPTER 1.1 INTRODUCTION OF BANK 8

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CHAPTER 1.2 HISTORY OF BANK 9

CHAPTER 1.3 BASIC FUNCTION OF BANK 10 –

15

CHAPTER 1.4 INTRODUCTION OF ONLINE PAYMENT 16

CHAPTER 1.5 INTRODUCTION OF PAYMENT GATEWAY 17

CHAPTER 1.6 OBJECTIVE OF ONLONE PAYMENT 18

CHAPTER 1.7 BENEFITS OF ONLINE PAYMENT 19 -

22

CHAPTER 1.8 IMPACT OF ONLINE PAYMENT IN DAILY LIFE 23 -24

CHAPTER 1.9 INTROUCTION OF HDFC BANK 25

CHAPTER 1.10 HISTORY OF HDFC BANK 26

CHAPTER 1.11 FEATURES OF HDFC BANK 27 -28

CHAPTER 1.12 ONLINE SERVICES PROVIDED BY HDFC BANK 29 –

32

CHAPTER 1.13 SECURITY OF HDFC BANK 33

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 1.1 INTRODUCTION OF BANKING

Source https://www.google.com/url?sa=i&url=https%3A%2F%2Feconomictimes.indiatimes.com
%2Findustry%2Fbanking%2Ffinance%2Fbanking%2Ffairfax-backed-csb-bank

A bank is a financial institution licensed to receive deposits and make loans. Two of the most
common types of banks are commercial/retail and investment banks. Depending on type, a bank may
also provide various financial services ranging from providing safe deposit boxes and currency
exchange to retirement and wealth management.
In the United States of America banks are regulated by the U.S. Federal Reserve Bank which is
one of the world's major central banks. Above all, central banks are responsible for currency
stability. They control inflation, dictate monetary policies, and oversee money demand and supply in
the market. Commercial or retail banks offer various services including, but not limited to, managing
money deposits and withdrawals, providing basic checking and saving accounts, certificates of
deposit, issuing debit and credit cards to qualified customers, supplying short-and long-term loans
such as car loans, home mortgages or equity line of credits. Investment banks gear their services
toward corporate clients. They provide services such as merger and acquisition activity and
underwriting among other investment services

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1.2 HISTORY OF BANKING

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 1.3 BASIC FUNCTION OF BANK

1. Saving deposit 1. overdraft 1. transfer of funds 1. Draft

2. Fixed deposit 2.cash credit 2. periodic paymen 2. Locker

3. Current deposit 3.loans and adv. 3. Collection of cheques 3. Underwriting
4. Recurring deposit 4. Recurring deposit 4. periodic collection 4. ATM
bill 5. Portfolio mgt 5. Project report
5. guarantees 6. other function 6. .Social welfare
Program

7. Other function

Source-https://kalyan-city.blogspot.com/2011/04/functions-of-banks-important-banking.html )

A. Primary Function of bank

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 The primary functions of a bank are also known as banking functions. They are the main
functions of a bank.
1. Accepting Deposits
The bank collects deposits from the public. These deposits can be of different types, such as :-
• Saving Deposits
• Fixed Deposits
• Current Deposits
• Recurring Deposits

a. Saving Deposits
This type of deposits encourages saving habit among the public. The rate of interest is low. At present
it is about 4% p.a. Withdrawals of deposits are allowed subject to certain restrictions. This account is
suitable to salary and wage earners. This account can be opened in single name or in joint names.
b. Fixed Deposits
Lump sum amount is deposited at one time for a specific period. Higher rate of interest is paid, which
varies with the period of deposit. Withdrawals are not allowed before the expiry of the period. Those
who have surplus funds go for fixed deposit.
c. Current Deposits
This type of account is operated by businessmen. Withdrawals are freely allowed. No interest is paid.
In fact, there are service charges. The account holders can get the benefit of overdraft facility.
d. Recurring Deposits
This type of account is operated by salaried persons and petty traders. A certain sum of money is
periodically deposited into the bank. Withdrawals are permitted only after the expiry of certain
period. A higher rate of interest is paid.

. Granting of Loans and Advances

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 The bank advances loans to the business community and other members of the public. The rate
charged is higher than what it pays on deposits. The difference in the interest rates (lending rate and
the deposit rate) is its profit.
The types of bank loans and advances are :-
Overdraft
Cash Credits
Loans
Discounting of bill of exchange.
a. Overdraft
This type of advances are given to current account holders. No separate account is maintained. All
entries are made in the current account. A certain amount is sanctioned as overdraft which can be
withdrawn within a certain period of time say three months or so. Interest is charged on actual
amount withdrawn. An overdraft facility is granted against a collateral security. It is sanctioned to
businessman and firms.
b. Cash Credits
The client is allowed cash credit upto a specific limit fixed in advance. It can be given to current
account holders as well as to others who do not have an account with bank. Separate cash credit
account is maintained. Interest is charged on the amount withdrawn in excess of limit. The cash credit
is given against the security of tangible assets and / or guarantees. The advance is given for a longer
period and a larger amount of loan is sanctioned than that of overdraft.
c. Loans
It is normally for short term say a period of one year or medium term say a period of five years. Now-
a-days, banks do lend money for long term. Repayment of money can be in the form of installments
spread over a period of time or in a lump sum amount. Interest is charged on the actual amount
sanctioned, whether withdrawn or not. The rate of interest may be slightly lower than what is charged
on overdrafts and cash credits. Loans are normally secured against tangible assets of the company.

Discounting of bill of exchange

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 The bank can advance money by discounting or by purchasing bills of exchange both domestic and
foreign bills. The bank pays the bill amount to the drawer or the beneficiary of the bill by deducting
usual discount charges. On maturity, the bill is presented to the drawer or acceptor of the bill and the
amount is collected.
B. Secondary Functions of Banks
The bank performs a number of secondary functions, also called as non-banking functions. These
important secondary functions of banks are explained below .
1. Agency Functions
The bank acts as an agent of its customers. The bank performs a number of agency functions which
includes:-
• Transfer of Funds
• Collection of Cheques
• Periodic Payments
• Portfolio Management
• Periodic Collections
• Other Agency Functions .
a.Transfer of Funds
The bank transfer funds from one branch to another or from one place to another.
b. Collection of Cheques
The bank collects the money of the cheques through clearing section of its customers. The bank also
collects money of the bills of exchange.
c. Periodic Payments
On standing instructions of the client, the bank makes periodic payments in respect of electricity
bills, rent, etc.

Portfolio Management

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 The banks also undertakes to purchase and sell the shares and debentures on behalf of the clients and
accordingly debits or credits the account. This facility is called portfolio management.
e. Periodic Collections
The bank collects salary, pension, dividend and such other periodic collections on behalf of the
client.
f. Other Agency Functions
They act as trustees, executors, advisers and administrators on behalf of its clients. They act as
representatives of clients to deal with other banks and institutions.
2. General Utility Functions
The bank also performs general utility functions, such as :-
a. Issue of Drafts, Letter of Credits, etc.
b. Locker Facility
c. Underwriting of Shares
d. Dealing in Foreign Exchange
e. Project Reports
f. Social Welfare Programmes
g. Other Utility Functions
Other utility functions
a. Issue of Drafts and Letter of Credits
Banks issue drafts for transferring money from one place to another. It also issues letter of credit,
especially in case of, import trade. It also issues travellers' cheques.

Locker Facility

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 The bank provides a locker facility for the safe custody of valuable documents, gold ornaments and
other valuables.
c. Underwriting of Shares
The bank underwrites shares and debentures through its merchant banking division.
d. Dealing in Foreign Exchange
The commercial banks are allowed by RBI to deal in foreign exchange.
e. Project Reports
The bank may also undertake to prepare project reports on behalf of its clients.
f. Social Welfare Programmes
It undertakes social welfare programmes, such as adult literacy programmes, public welfare
campaigns, etc.
g. Other Utility Functions
It acts as a referee to financial standing of customers. It collects creditworthiness information about
clients of its customers. It provides market information to its customers, etc. It provides travellers'
cheque facility.

1.4 INTRODUCTION OF ONLINE PAYMENT

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An online payment can be simply defined as the exchange of money online, or the payment
for goods or services over the internet. In effect, it’s just a means of processing transactions
electronically, with the use of the internet to facilitate direct database connection between the
part that is selling the product and the part that is buying it.
This involves processing data from a payment method chosen by the buyer, usually a
credit or debit card, an e-wallet, or a checking account.The prevalence of online payments,
expected to be around 700 billion in 2020, is driven by their very simplicity and convenience
– at the touch of a button, money is sent out to intended destinations, sometimes even
instantaneously. For the ease of use that makes for a positive user experience, however, the
vendor has to set up a complex and secure system in place in the backend, in order to accept
online payments. For a merchant to accept an online payment, they need to work with a
payment partner. This brings us to the categories of systems involved in payment processing.

Source -https://www.google.com/url?sa=i&url=https%3A%2F%2Fwww.inventiva.

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 1.5 INTRODUCTION OF PAYMENT GATEWAY
A payment gateway is the front-end technology that sends the customer’s sensitive payment
information to the payment processor. Think of it as an online point of sale. In the case of
ecommerce sites, payment gateways also authorize payments for card-not-present transactions. To
accept credit cards online, your e-shop needs a payment gateway, as funds cannot be sent from
one bank to another for security reasons. Payment gateway services are offered by some banks
through merchant-acquiring bank partnerships or from payment gateway providers.
In essence, the payment processor enables the transaction, whereas the payment gateway
communicates the approval or the decline of the transaction between the merchant and the buyer.
If it seems a bit complicated so far, be patient; it’s bound to make more sense soon.
How merchants collaborate with these third-party processing partners depends on each
specific business. The main role of an online payment gateway is to approve the transaction
process between merchant and customer. It plays a vital role in the online transaction process and
authorizes transactions between merchants and customers. It helps the e-commerce platform
aggravate its existence with ease of payments to offer to its customers.
Besides, it also leads to the e-commerce platform gaining rapport for leading to not only
quick and secure payments but also convenience and success with the same every time .A
payment gateway service can be provided by banks directly or a payment service provider
authorized by a bank .

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 1.6 OBJECTIVES OF ONLINE PAYMENT

1. Improve the ease of conducting card/digital transactions for an individual.

2. Reduce the risks and costs of handling cash at the individual level.
3. Reduce costs of managing cash in the economy.
4. Build a transactions history to enable improved credit access and financial inclusion.
5. Reduce tax avoidance.
6. Reduce the impact of counterfeit money.

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 1.7 BENEFITS OF ONLINE PAYMENT

The main objectives of digital transactions are to reduce the costs and risks of handling cash,
increase the ease of conducting online transactions, and increase transparency among
monetary transactions among people. Following are the objectives of online payment :-

1. save time
2. Reduces days sale outstanding
3. More efficient
4. Reduces need for cash or checks
5. Easier to manage
6. secure and reliable
7. saves money
8. Reduces labour
9. immediate confirmation
10.creates trust for the customer

Saves Time –

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 One of the most obvious benefits is that online payments save time. This is true for
both your practice and the patient. Your practice saves time on administrative tasks when
patients can pay automatically online. I’ll touch more on this in the other benefits, but it
reduces the overall workload that you have to do when collecting payments. For example,
you don’t need to spend so much time on the printing and mailing process if patients can sign
up for paperless billing. It also saves your front-end team time if they don’t need to take as
many payments over the phone or in the office. Online payments also save patients time.
They won’t need to call your practice to settle their balance over the phone. They also don’t
need to take time writing out a check and going to the post office to buy a stamp and mail the
bill.
2) Reduces Days Sales Outstanding –
By saving time on behalf of your team and your patients, you ultimately reduce your
days sales outstanding (DSO). This is the average number of days it takes for you to collect
payments for a service. The longer it takes, the less revenue you have for some time. Between
waiting on insurance, sending patients their invoices, and waiting on them to pay, it could
take months before you receive what’s due to you. So many factors go into why some
practices experience longer DSO. But one reason has to do with how patients pay.
3) More Efficient –
These electronic portals are much more efficient than traditional options. As you can
already see from the two examples above, snail mail delays the process for everyone. If it
takes up more time, it isn’t as convenient for anyone. Because 81% of Americans have
smartphones, they can settle their bills from anywhere at any time. People are more likely to
choose the faster and more convenient method for their services. That’s why the average
adult spends 60% of their food budget on eating out. If it’s more convenient, they’ll spend
more money on it. Since people value efficiency, they’ll likely pay their health bills on time
with the convenience of electronic options. In just one month, 70% of smartphone owners
said that they paid a bill with a mobile app. Another 48% used the biller’s website which
people can also do using their smartphones.

Reduces Need for Cash or Checks –

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 If clients are paying through mail or onsite, you both may end up dealing with
cash or checks. These sound archaic, but people do still use them. As of 2018, cash made up a
little more than 5% of bill-pay methods, and checks made up over 15%.Using cash or checks
just adds more security risks and creates a hassle for everyone. But if you offer more
methods, more people will likely choose those. This way, you won’t need to keep cash at
your practice or deposit checks.
5) Easier to Manage –
Electronic portals make it easier to manage money, especially when it reduces the need
for cash or check. Online tools manage the transactions for you so you don’t have to worry
about running the transaction yourself. You also won’t need to take cash or checks to the
bank. Eliminating or decreasing this administrative task is another time-saving benefit.
6) Secure and Reliable –
Even with cyber security risks, online payments offer the best security for
transactions. Banks and large companies use technology such as encryption to keep clients’
details safe. This isn’t possible with other transaction methods. Patients can’t verify that the
cash they sent through the mail arrived at your practice. Depending on the status of
someone’s bank account, a check they sent could also end up bouncing when your practice
goes to deposit it. This leads to even more problems like hefty fees or bank restrictions. But
with instant online payments, the funds transfer to your practice’s bank account right after
processing.
7) Saves Money –
Sending less paper doesn’t just save the environment; it also saves money. Maybe
you didn’t want to use color statements because they were too expensive to print. Or let’s say
you did splurge on it because you know the benefits of it for good design. Switching to online
billing gives you full access to color invoices without the extra cost for ink. You also save on
paper between the envelope, statement, and return envelope. And that’s not even mentioning
any extra inserts or past due reminder letters.
8) Reduces Labor –
You don’t just save on money from goods, but also labor. Since you don’t need to spend
as much effort on printing and mailing or answering phones, your team can focus on other
tasks. Administrative workloads already increase burnout among physicians. If your practice
can spend less time on these efforts, then the decreased labor also eases some of the stress.

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 8) Immediate Confirmation –
If you rely on snail mail for anything, you know that the speed of service can vary. You
wonder how long it will take for the mail to get to its destination. You might even worry it
didn’t arrive if the recipient never mentions anything to you. After all, it isn’t uncommon for
something to get lost or delayed by the mailing system. These issues were frequent in 2020
with a huge increase in late volumes compared to 2019.

9) Decreases Late Payments –

Since people save time with this method, they’re less likely to delay handling their bills.
They can deal with it from anywhere and it takes minimal effort to submit it online. Because it’s
more convenient, they won’t be as likely to put it off and forget about it later on. By decreasing
tardiness, you don’t need to spend time or money on sending reminder letters. It also shortens
DSO so that you collect revenue faster.
10) Creates Trust for The Customer –
Customers will trust that you care about them when you offer tools that help. It shows
that you focus on their overall experience, not just the short time you spend with them in the
office. People experience anxiety when it comes to money, especially medical bills. One survey
found that 37% of people had concerns about how they would afford medical care. And 53% of
families with children worried that they wouldn’t be able to pay.

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 1.8 IMPACT OF ONLINE PAYMENT IN DAILY LIFE

Online payment systems have also helped enhance safety in our lives. Walking around with
cash can be very dangerous. There is a high risk of losing all your money to thugs. It is hard
when making online payments because money is always in digital form.
A lot of transformations have been witnessed in different sectors over the recent
years. This can be attributed to technology. Various sectors are now using technology in
almost all the activities they are doing. One industry that has benefited a lot from the use of
technology is business. Trading has improved significantly, and you can now buy and sell
goods through various online platforms Paying for such product .
You should also consider the customer service offered. This is very applicable to
businesspersons who want to choose the right online payment system for their services. There
are instances you may experience challenges with your payment system. They should be ready
to attend to you and sort out the issue you are experiencing. Online payment has left a positive
mark in our lives. Here is how it has impacted how we do things.
Following are the impact of online payment in daily life:-
1) Convenience
2) Increases safety
3) Maintain records
1)Convenience –
There are has been an increased level of online payment comfort brought about by the
availability of online payment systems. You don’t have to walk miles to the shop to make
your payments for services rendered or goods bought because you can now do everything
online. All this is possible through your smartphone or any other device you can use to access
the internet.
2 ) Increased Safety-
Online payment systems have also helped enhance safety in our lives. Walking around
with cash can be very dangerous. There is a high risk of losing all your money to thugs. It is
hard when making online payments because money is always in digital form. You should try
it out to reduce the chances of losing all your money.

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3 ) Maintaining Records –
Online payment systems have also made it easier for one to maintain proper records.
You can track your payment history to know how you are making good use of your money. It is
also suitable for businesses that can keep their records and use it when required.

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 1.9 INTRODUCTION OF HDFC BANK

HDFC Bank was incorporated in 1994 as a subsidiary of the Housing Development Finance
Corporation, with its registered office in Mumbai, Maharashtra, India. Its first corporate office
and a full-service branch at Sandoz House, Worli were inaugurated by the then Union Finance
Minister, Manmohan Singh. It is India's largest private sector bank by assets and world's
10th largest bank by market capitalization as of April 2021. It is the third largest company by
market capitalization of $122.50 billion on the Indian stock exchanges. It is also the fifteenth
largest employer in India with nearly 120,000 employees.
Housing Development Finance Corporation Limited or HDFC was among the first
financial institutions in India to receive an “in principle” approval from the Reserve Bank of
India (RBI) to set up a bank in the private sector.
HDFC Bank Limited is an Indian banking and financial services company headquartered
in the city of Mumbai, India. It is India's largest private sector bank by assets and world's 10th
largest bank by market capitalization as of April 2021.
Subsidiaries: HDFC Securities; HDB Financial Services Products: Credit cards;
Consumer banking; Commercial banking; Finance and insure...Owner: Housing Development
Finance Corporation (25.7%)

SOURCE :- https://images.app.goo.gl/f2EwuBz34jwwCuKQ6

1.10 HISTORY OF HDFC BANK

25
It is India's largest private sector bank by assets and world's 10th largest bank by market
capitalization as of April 2021
As of 30 June 2019, the bank's distribution network was at 5,500 branches across 2,764 cities. It
has installed 430,000 POS terminals and issued 23,570,000 debit cards and 12 million credit cards
in FY 2017.[15] It has a base of 1,16,971 permanent employees as of 21 March 2020.
HDFC Bank spent Rs 634.91 crore towards Parivartan,in FY 2020-21. Out of Rs 634.9 crore,
over Rs 110 crore was allocated and utilised towards initiatives focused on Covid-19 relief.
Awards of HDFC bank :-
1)Best Banking Performer, India in 2016 by Global Brands Magazine Award.
2)Best Performing Branch in Microfinance among private sector banks by NABARD, 2016,
Award for Best Performance in Microfinance.
4)KPMG study of India's Best Banks, Bank of the year & best digital banking initiative award
2016.
5)Brand Rankings, Most Valued brand in India for third successive year.
6)Finance Asia poll on Asia's Best Companies 2015, Best managed public company – India.
7)J. P. Morgan Quality Recognition Award, Best in class straight through processing rates.

Source :- https://en.wikipedia.org/wiki/HDFC_Bank#:~:text=Footnotes%C2%A0/%20references-,%5B,-
8%5D%5B9%5D%5B10

1.10 FEATURES OF HDFC BANK

26
Following are the features of hdfc bank :-
1.Easy transactions
2.Payment of bills
3.ATM facility
4.Net banking and mobile banking
5.Debit card
6.Cross product benefits
1)Easy Transactions –
You can use your Savings Account to send and receive payments. This can be done by either
Net Banking, or through your Debit/ATM Card. This feature cuts down the dependency on cash for all
transactions, especially when it comes to payment of bills.
2) Payment of Bills-
These days, banks offer payment facilities such as Bill Pay with Savings Accounts. This enables
account holders to make payments for utilities such as electricity, water and phone recharges directly
from their account.
3) ATM facility-
Should you feel the need to withdraw cash, then you can do so from your Savings Account via
an ATM. Most banks have their ATM branches spread all over the country. But in case you cannot
find one in your vicinity, and the need for cash is too pressing, then you can access your account from
another bank’s ATM as well. All you need is your ATM/debit card.
4) NetBanking and MobileBanking-
Your bank will usually provide with NetBanking facilities with your Savings Account. as
mentioned earlier, this makes it convenient to conduct transactions. You can send and receive
payments by logging in to your account online. Further, you can download the bank’s app on your
phone and use mobile banking to make your banking activities more convenient and accessible from
anywhere. MobileBanking apps also provide you the facility to interact with bank executives for any
queries, without having to make a trip to the bank’s nearest branch.

5) Debit Card-
Banks provide Savings Account holders with ATM/Debit Card not just for accessing the account
through the ATM, but also for making payments, whether at the merchant’s store, or through an

27
online payment gateway. Savings interest rates With every Savings Account, banks offer an interest
rate enabling your idle money to grow over time.

6) Cross Product benefits-

Some banks offer their Savings Account holders cross product benefits. This means that if you
already have a Savings Account with the bank, then you will get special benefits and offers in case
you decide to open another account with the same bank or want to avail of any of their other
products. E.g. HDFC Bank waives off the first-year maintenance fee for a first time Demat Account
applicant, if they already have a Savings Account with the bank.

1.12 ONLINE SERVICES PROVIDED BY HDFC BANK

28
 Basic banking services include a payment account with basic features and an instrument for using the
account (e.g. a debit card and online banking ID), the possibility to withdraw cash, the execution of
payment transactions and an electronic means of identification. HDFC Bank provides a number of
products and services including wholesale banking, retail banking, treasury, auto loans, two-wheeler
loans, personal loans, loans against property, consumer durable loan, lifestyle loan and credit cards.
Along with this various digital products are Payzapp and Smart buy . Customers have the option to
open a Fixed Deposit or Recurring Deposit account. Fund transfer via IMPS, NEFT and RTGS. Easy
payments for several utility bills, such as water, electricity and landline bills. Analyze Credit Card
information, as well as bill payments.
HDFC Bank Net Banking allows you to perform a wide range of transactions from
anywhere, anytime. Once you have registered for Net Banking, you can perform more than 200
transactions without having to visit your bank. Net Banking registration is given by default to all HDFC
Bank customers. The 5 most important banking services are:-
1. checking and savings accounts
2.loan and mortgage services
3. wealth management
4.providing Credit and Debit Cards,
5. mutual funds
6. general insurance
7. life insurance

1) CHECKING AND SAVING ACCOUNT :-

29
The main difference between checking and savings accounts is that checking accounts are
primarily for accessing your money for daily use while savings accounts are primarily for saving
money. Checking accounts are considered “transactional,” meaning that they allow you to access
your money when and where you need it. While both allow you to access your money, you may
consider it easier to do so with checking accounts. Since these accounts are designed to give you
easy access to your cash, they often come with debit cards, checks, and even offer digital payment
options like Apple Pay. In contrast, savings accounts have a limit on the number of withdrawals
you can make each month. While checking accounts are convenient for daily cash needs, it’s
important to remember that they may be age restricted. Most banks won’t allow people under the
age of 18 to open a checking account without a parent or legal guardian as a co-owner of the
account. Before opening a checking account, make sure that its terms fit your financial needs and
your lifestyle.
2) LOANS AND MORTGAGE SERVICES :-
A mortgage loan is a secured loan that allows you to avail funds by providing an immovable
asset, such as a house or commercial property, as collateral to the lender. The lender keeps the
asset until you repay the loan. In simple terms, a home loan is a loan taken to buy or construct a
new home – i.e. the property is not owned by the loan applicant. A mortgage loan, also known as
a loan against property, is a loan secured by a property that the loan applicant already owns.
3) WEALTH MANAGEMENT :-
Wealth management is an investment advisory service that combines other financial services to
address the needs of affluent clients. Using a consultative process, the advisor gleans information
about the client’s wants and specific situation, then tailors a personalized strategy that uses a
range of financial products and services.
Often, a holistic approach is taken within wealth management. To meet the complex
needs of a client, a broad range of services such as investment advice, estate planning, accounting,
retirement, and tax services may be provided. While fee structures vary across comprehensive
wealth management services, typically, fees are based on a client’s assets under
management .Wealth management is more than just investment advice. It can encompass all parts
of a person’s financial life. Instead of attempting to integrate pieces of advice and various
products from multiple professionals, high net worth individuals may be more likely to benefit
from an integrated approach. In this method, a wealth manager coordinates the services needed to
manage their clients’ assets, along with creating a strategic plan for their current and future needs
whether it is will and trust services or business succession plans.

4)PROVIDING CREDIT AND DEBIT CARD :-

30
Credit cards are a convenient way of making any purchases from shopping to purchasing your
favorite gadget to buying that new AC for your home to booking your flights & hotel and more
or settling exorbitant bills when you don't have immediate funds at your disposal. now and pay in
instalments for a range of products, including consumer durables, electronics, furniture and more.
The best part? It is available for online as well as in-store purchases; so you can shop to your
heart's content! Increasing the spending power on your HDFC Bank Credit Card is quick and
easy, and offers you more financial freedom. A higher limit is also quite useful when dealing with
emergencies. The Debit Card will be free, as long as the customer is part of the respective
program. For Corporate Salary customers, the charges will be as per corporate eligibility, as long
as the customer is part of the respective corporate.
5) MUTUAL FUNDS:-
A Mutual Fund brings together a large number of investors, who pool their resources to invest
collectively for their mutual benefit. The money is managed by a fund manager, who is supported
by a team of analysts and experts to help him invest the money. A fund could have many
objectives such as capital growth, steady income, capital protection, tax saving, etc. Depending on
its objectives, the fund manager will allocate money to different financial instruments such as
equity and debt. Mutual funds are funds that pool the money of several investors to invest in
equity or debt markets.
Mutual Funds could be Equity funds, Debt funds floating rate debt. or balanced funds.
Funds are selected on quantitative parameters like volatility, FAMA Model, risk adjusted returns,
and rolling return coupled with a qualitative analysis of fund performance and investment styles
through regular interactions / due diligence processes with fund managers. Each investor is
allotted units proportionally on the basis of their contribution to the fund. Thus, a unit is the
fundamental block of a Mutual Fund. The number of units purchased by the investor is
determined by the amount of money that the investor is willing to invest. It is for the same reason
that the investor is also known as a Unit Holder.
The net return on the investment is calculated after deducting tax and
research and administrative expenses. The value of each unit is expressed as Net Asset Value or
NAV. Ideally, you should not invest the entire money with a fund house and should have
diversified across some other good AMCs. However, as you have already invested, wait for a
year. Otherwise, you will have to pay an exit load and short-term capital gains tax.
6) GENERAL INSURANCE :-
HDFC ERGO is a 51:49 joint venture firm between HDFC and ERGO International AG, one of
the insurance entities of the Munich Re Group in Germany operating in the insurance field under
the BFSI sector. The company offers products in the retail, corporate and rural sectors.

31
6)LIFE INSURANCE :-
Established in 2000, HDFC Life is a leading long-term life insurance solutions provider in India,
offering a range of individual and group insurance solutions that meet various customer needs
such as Protection, Pension, Savings, Investment, Annuity and Health. As on September 30, 2021,
the Company had 38 individual and 13 group products in its portfolio, along with 7 optional rider
benefits, catering to a diverse range of customer needs.
HDFC Life continues to benefit from its increased presence across the country having a
wide reach with 372 branches and additional distribution touch-points through several new tie-ups
and partnerships. The count of our partnerships is over 300, comprising traditional partners such
as NBFCs, MFIs and SFBs, and including new-ecosystem partners. At HDFC Life, we have
wholeheartedly embraced the culture of social responsibility, which permeates through the
organizational fabric. We have aligned our CSR initiative, under the umbrella of 'Swabhimaan’,
to support the evolving needs of the most vulnerable sections of the society. Our aim is to
empower communities for the resurgence that will steer them through tough times, into a new era
of hope and positivity.

1.13 SECURITIES OF HDFC BANK

32
1) HDFC Securities Demat Account

2) HDFC Securities Trading Account

3) HDFC Securities NRI Account

4) HDFC Securities Commodity Trading

5) HDFC Securities Currency Trading

6) HDFC Securities Mutual Fund Account

7) HDFC Securities NPS Account

8) HDFC Securities Fixed Income Investment

9) HDFC Securities DIYSIP

10) HDFC Securities Loan against Securities

CHAPTER NO.2
33
 REASEARCH METHODOLOGY

Sr. No Content Page No

2.1 Objective of the Study 35

2.2 Scope of Study 36

2.3 Sources of data collection 37

2.4 Significance of Study 37

2.5 Limitation of Study 38

2.1 OBJECTIVES OF STUDY

34
1.To study of online payment system and bank

2.To study the present banking payment system in India

3.To study the payment system of HDFC bank

4.To study awareness of people about different pay

35
 2.2 SCOPE OF THE STUDY

Data collection Survey through questionnaire

Type of data Primary data and Secondary data

Sample size 30 respondents

Sample area Dombivli

Research instrument Structured Questionnaire

Research approach Qualitative and Quantitative

2.3 SOURCE OF DATA COLLECTION

36
*PRIMARY DATA
primary data that has been collected using a structured questionnaire .
*SECONDARY DATA
The secondary data collected through various websites were used for collecting secondary data
.

2.4 SIGNIFICANCE OF STUDY

The process of payment made through an electronic medium is called online payment. The online
payment process does not need a cheque or cash. All the payments for goods and services can be
made through an electronic medium. The various advantages of online payment make modern-
day businesses more sophisticated and advanced .Online payment is also known as electronic
payment. Due to the increasing use of internet-based banking and shopping, online payment
systems have become more popular. The market has become more advanced with technology and
digitalization. We can notice the rise of the electronic payment system and payment processing
devices. The usage of check and cash transactions decreases day by day with the improvement of
online payment methods.

37
 2.5 LIMITATION OF STUDY

1. The study was limited to one bank i.e. HDFC BANK.

2.Reasearch was limited to Dombivli area only .
3.Inadequate time was major constraint the whole project

CHAPTER NO .3
38
 LITERATURE REVIEW

1) Kevin Foster, Scott Schuh, and Hanbing Zhang (2010)-

They examined the consumer payment methods with respect to cash
holdings and withdrawals which was decreasing since 2010.There was an increase in card
payment system with respect to 2009 in the year 2010, which resulted in less usage of paper
currency. Since 2010 there was an increase in usage of debit and credit card compare to cash
transaction which slowly took a decline giving rise to prepaid payments.
2)Singh.A et.al (2012)-
In their study discussed how secure the internet network should be to make smooth
transaction for all the parties and the merchants. The systems are made in such a way so that there
is no fraudulent activity takes place people can use their card for transaction in a secure way so
that no data is shared. People mostly do digital transactions for e-commerce but they find internet
I not secure to do so. Therefore some strict protocol should be followed and managed to make
transaction secure and the data is also protected.
3)Oladejo, Morufu et.al (2012)-
In their study examined the improvement of e-payment system in Nigeria. They
explored what initiated the people to adopt the e-payment system. A structured questionnaire and
some financial statements were collected to analyse the data. The results were such that when
bank adopted e-payment system there was a change in the performance level of the banks. With
the advent of e-payment system there was a rise in usage of ATM.
4)Rakesh H M & Ramya T J (2014)-
In their study analysed the factors that which was resulting in the adoption of
internet banking in our country. It was found out that perceived reliability, Perceived ease of use
and Perceived usefulness were the main reason for the adoption or usage of internet banking .
5)Dennehy & Sammon (2015)-
Has analyzed how in the 21st century the usage of digital payment has
increased over the years. The main focus here was to find out how where will in the digital
payment system in future stand. Many papers have been examined to find out what are the views
regarding the digital payment system. With the passage of time the technology has been shifting
very fast so with the innovation of technology the aim was to make people familiar with digital
payment. The merchants also got a new platform to invest so as to cater the customers. Data was
collected by following empirical method i.e. survey, interviews, etc. Lastly the study was only
focused on Google data base that was a limitation about the study.

6)Sanaz Zarrin Kafsh (2015)-

39
 Made a study on “Developing Consumer Adoption Model on Mobile wallets in
Canada” ,in her study she did convenience sampling from were 530 respondents were selected
and there after the Partial least square model was used to test the data .As per the analysis the
result perceived usage, perceived ease of use and perceived security is related to each for
forecasting the adoption of digital payment.
7)Baghla . A (2018)-
In his study identified the trends for adopting the digital payment system India. Further
the paper talks about how after demonetization people started to use the digital platforms for
transactions. How the government initiative to make our economy a cashless one and how
consumer will be adopting such system are further discussed. A structed questionnaire was used
to collect data and find out the future of digital payment system in India.

CHAPTER NO.4

40
 DATA ANALYSIS AND INTERPREATION
Q.1 Are you aware about online payment ?

RESPONSES FIGURES % PERCENTAGE

YES 29 96.7%

NO 1 3.3 %

TOTAL 30 100%

INTERPRETATION :- As per the above diagram shows that majority of respondent i.e. 96.7%
respondents says that they are aware about online payment and 3.3% of respondent says that they
are not aware about online payment .
Q.2 WHAT IS THE REASON FOR USING ONLINE PAYMENT ?

RESPONSES FIGURE %PERCENTAGE

41
 TIME SAVING 20 66.7%

TO DO WORK SPEEDILY 5 16.7%

LESS TRESS 2 6.7%

CONVIENIENT 3 10%

TOTAL 30 100%

INTERPRETATION :- According to survey only 66.7% respondent says that they save time
while using online payment ,16.7% respondent says that they do work speedily, 6.7% respondent
says that they have less stress ,and 10% respondent says that online payment is convenient.
Q.3 WHAT PURPOSE DO YOU HAVE WHILE USING ONLINE PAYMENT SYSTEM ?

RESPONSES FIGURES %PERCENTAGE

PAYMENT OF BILL 20 66.7%

42
 ONLINE TRADING 9 30%

E TICKET 1 3.3%

TOTAL 30 100%

INTERPRETATION :- According to survey only 66.7% respondent says that use online
payment for payment of bill,30% Respondent says that they use online payment for trading and
only 1% respondent says that they use online payment for E ticket .

Q.4 WHICH TYPE OF ONLINE PAYMENT SYSTEM YOU USE MORE ?

RESPONSES FIGURES %PERCENTAGE

CREDIT CARD 8 27.6%

DEBIT CARD 20 69%

43
 SMART CARD 1 3.4%

E WALLET 1 3.4%

TOTAL 3O 100%

INTERPRETATION :- According to survey 27.6% respondent credit card for payment , 69 %

of respondent use debit card for online payment , 3.4% respondent use smart card for payment
and 3.4% respondent use e wallet for online payment .
Q.5 DO YOU THINK THAT ONLINE PAYMENT ARE NECESSARY IN PRESENT
SCENARIO ?

RESPONSES FIGURES %PERCENTAGE

YES 29 96.7%

NO 1 3.3%

44
 TOTAL 30 100%

INTERPRETATION :- As per the above diagram shows that only 96.7% respondent says that
they think online payment are necessary in present scenario , and only 3.3% respondent says that
online payment is not necessary in present scenario .

Q.6 WHICH TYPE OF ONLINE PAYMENT YOU WANT TO USE ?

RESPONSES FIGURES %PERCENTAGE

TRANSFER FUND ONLINE 12 40%

REGULAR CHECKING OF BANK 3 10%

ONLINE PURCHASE AND PAYMENT 15 50%

45
 OTHER 0 0%

TOTAL 30 100%

INTERPRETATION:-According to survey 40% of respondent says that they use online payment for transfer
fund online , 10% of respondent says that they use online payment for regular checking of bank ,50% of
respondent says that they use online payment for online purchase and payment .

Q.7 MANUAL BANKING IS MORE CONVENIENT TO OPERATING THAN ONLINE

BANKING ?

RESPONSES FIGURES %PERCENTAGE

STRONGLY DISAGREE 5 16.7%

DISAGREE 7 23.3%

AGREE 16 53.3%

STRONGLY AGREE 2 6.7%

TOTAL 30 100%

46
INTERPRETATION:-According to survey 16.7% respondent strongly disagree that manual
banking is more convenient than Online banking,23.3% respondent are disagree to this , 53.3%
are agree to this and 6.7% respondent are strongly agree That manual banking is more convenient
to operating than online banking .

Q.8 WHAT ARE THE MAJOR CHALLENGES YOU FACE WHILE USING ONLINE
BANKING ?

RESPONSES FIGURES %
PERCENTAGE

NETWORK ISSUE 10 34.5%

PROBLEM IN BANK SERVER 16 55.2%

LACK OF AWARENESS 1 3.3%

SECURITY PROBLEMS 3 10.3%

TOTAL 30 100%

47
INTERPRETATION:- According to survey 34.5% respondent says that they face network issue
while using online banking , 55.2% Respondent says that they face problem in bank server ,3.3%
respondent says that they face lack of awareness while online banking, 10.3% respondent says
that they face security problems while using online banking .
Q.9 WHICH OF THE FOLLOWING BENIFITS YOU GET WHILE USING ONLINE
PAYMENT ?

RESPONCES FIGURES %PERCENTAGE

TIME SAVING 13 44.8%

EASY FUND TRANSFER 8 27.6%

LESS EXPENSIVE 1 3.5%

EASY PROCESS 7 24.1%

TOTAL 30 100%

48
INTERPRETATION:- According to survey 44.8% respondent says that they get time saving
benefit while using online payment , 27.6% respondent says that they get easy fund transfer
benefit , 3.5% respondent says that they get less expensive benefit, and 24.1% respondent says
that they get easy process benefit while using online payment .
Q.10 FOR WHAT PURPOSE DO YOU USE ONLINE BANKING ?

RESPONSES FIGURES %PERCENTAGE

ONLINE PHONE 12 40%

BILL

SCHOOL FEES 1 3.4%

GOODS FOR HOME 7 23.3%

OTHER 10 33.3%

TOTAL 30 100%

49
INTERPRITATION :- According to survey 40% respondent says that they use online banking
for online phonebill,3.4% respondent says that they use online banking for paying school fees,
23.3% respondent says that they use online banking for goods for home , and 33.3% respondent
says that they use online banking for other use .

Q.11 TO WHAT EXTEND YOU ARE SATISFIED WITH YOUR BANKS AND E
BANKING SERVICE ?

RESPONCES FIGURES %PERCENTAGES

VERY SATISFIED 6 20%

SATISFIED 16 53.3%

NEUTRAL 7 23.3%

DISSATISFIED 0 0%

VERY DISSATISFIED 1 3.4%

TOTAL 30 100%

50
INTERPRITATION :- According to survey 20% respondent says that they are very satisfied
with their bank and its services ,53.3% respondent says that they are satisfied with their
bank,23.3% respondent says that they are natural with their bank, 3.4% respondent says that they
are very dissatisfied with their bank and services of bank .
Q.12 DO YOU FEEL SECURE MAKING PAYMENT THROUGH BANKING ?

RESPONCES FIGURES %PERCENTAGE

YES 26 86.7%

NO 1 3.3%

MAYBE 3 10%

TOTAL 30 100%

51
INTERPRETATION :-As per above diagram shows that 86.7% respondent feel secured while
they make online payment ,3.3% Respondent feel unsecured while making payment and 10%
respondent feel both while they do online payment.

Q.13 HOW MANY TIMES DO YOU USE ONLINE BANKING ?

RESPONCES FIGURES %PERCENTAGES

OFTENLY 11 36.7%

SOMETIMES 12 40%

FREQUENTLY 7 23.3%

TOTAL 30 100%

52
INTERPRETATION :- As per above diagram 36.7% respondent says that they do online
banking oftenly,40% respondent says that they use online banking sometimes, and 23.3%
respondent says that they use online banking frequently.

CHAPTER.5
FINDING,SUGGESTION AND CONCLUSION

SR.NO CONTENTS PAGE NO

5.1 FINDING 55

5.2 SUGGESTION 56

5.3 CONCLUSION 57

53
 5.1 FINDING AND OBSERVATION
*From the research it is observed that the majority of people using online payment .

* From the research it is observed that people wants more services from bank to save their time

* From the research it is observed that people mostly use mobile banking , debit card , e wallet

*From the research customer are feel secured while they to do online payment .

*96% peoples are satisfied with their online payment services and 2% are unsatisfied

*People are aware about the different types of e-payment wallet.

54
*97% people found online payment is easy to use and 3% people found to do online payment is
hard to use

5.2 SUGGESTIONS

1.Provide a Number of Payment Methods

2. Allow Payments without Requiring an Account
3. Deliver a Seamless Design
4. Don’t Redirect People
5. Make Errors Easy to Fix
6. Ask for Essential Information Only
7. Provide Reassurances on Security and Privacy
8. Keep Distractions to a Minimum
9. Have Clear Calls to Action

55
 5.3 CONCLUSION

Digital payment platforms, such as mobile wallets, payments banks, and electronic
authentication, are on an upward surge in India. The volume of digital transactions
in the country grew from 32% in 2013-2014 to 62% in 2017-2018. IDC Financial
Insights estimates that the percentage of transactions at Point of Sale (Pops) will
exceed transactions at ATM by 2022 in terms of both volume and value. The Indian
digital payments industry is also expected to reach around $283 billion by that same
year in terms of value of transactions, an 80% increase. Implementation of
government initiatives, such as the Goods and Services Tax (GST), financial
inclusion, better digital infrastructure, and new payment systems such as Aadhaar (a
unique 12-digit number issued to Indian residents)-enabled payments are also
nurturing the upward trend of digital payments.
Another factor behind the rise of digital payments is the Indian Reserve
Bank’s recent policy of demonetization, the act of withdrawing old currency notes
of certain denomination. On November 8th, 2016, the Indian government
56
announced the withdrawal of all 500 and 1,000 Rupee notes to curtail the use of
counterfeit cash in illegal activities and terrorism. A year on, digital transactions
have grown considerably.

BIBLOGRAPHY AND WEBLOGRPHY

Bibliography :-
1) Amended (1983) :- profit and profitability of commercial book
(new Delhi deep and deep publication)
2) Burns A.C. and bush R.F. (2007) marketing research
(new Delhi education)
3)Malik A.K. (1995) Managing cooperation ( new Delhi radar publication )

WEBLOGRAPHY :-
1):-https://images.app.goo.gl/2cYdGHjakfZ2kNKc7:-

57
2)https://images.app.goo.gl/f2EwuBz34jwwCuKQ6s
3) https://google.pic.app.gl/5feguvdsujg8khv
4)https://www.google.com/url?sa=i&url=https%3A%2F%2Fwww.india.com
%2Fbusiness%2Fhdfc-bank-undertakes-maintenance-work-digital-services-to-be-
hit-on-these-days-important-update-here-
4873317%2F&psig=AOvVaw2dZh005lvl11ftw4WBdJ3i&ust=1647058013260000
&source=images&cd=vfe&ved=0CAsQjRxqFwoTCJj0-
rGXvfYCFQAAAAAdAAAAABAD

APPENDIX
NAME :- MOBILE NO :-
EMAIL ID:- GENDER :-

Q.1 ARE YOU AWARE ABOUT ONLINE PAYMENT?

a) YES
b) NO
Q.2 WHAT IS THE REASON FOR USING ONLINE PAYMENT STSTEM ?
a) TIME SAVING
b) TO DO WORK SPEEDILY
c) LESS TRESS
58
 d) CONVENIENT
e) OTHER
Q.3 WHAT PURPOSE DO YOU HAVE WHILE USING ONLINE PAYMENT
SYSTEM ?
a) PAYMENT OF BILL
b) ONLINE TRADING
c) E TICKETS
Q.4 WHICH TYPE OF ONLINE PAYMENT SYSTEM YOU USE MORE ?
a) CREDIT CARD
b) DEBIT CARD
c) SMART CARD
d) E WALLET

Q.5 DO YOU THINK THAT ONLINE PAYMENT ARE NECESSARY IN

PRESENT SCENARIO ?
a) YES
b) NO
Q.6 WHICH TYPE OF ONLINE PAYMENT DO YOU WANT TO USE ?
a) TRANSFER FUND ONLINE
b) REGULAR CHECKING OF BANK STATEMENT
c) ONLINE PURCHASE AND PAYMENTS
d) OTHER
Q.7 MANUAL BANKING IS MORECONVEINENT TO OPERATING THAN
ONLINE BANKING ?
a) STRONGLY DISAGREE
b) DISAGREE
c) AGREE
59
 d) STRONGLY AGREE
Q.8 WHAT ARE THE MAJOR CHALLENGES YOU FACE WHILE USING
ONLINE BANKIG ?
a) NETWORK ISSUE
b) PROBLEM IN BANK SERVER
c) LACK OF AWARNESS
d) SECURITY PROBLEMS
Q.9 WHICH OF THE FOLLOWING BENEFITS YOU GET WHILE USING
ONILINE PAYMENT ?
a) TIME SAVING
b) EASY FUND TRANSFER
c) LESS EXPENSIVE
d) EASY PROCESS
Q.10 FOR WHAT PURPOSE DO YOU USE ONLINE BANKING?
a) ONLINE PHONE BILL
b) SCHOOL FEES
c) GOODS FOR HOME
d) OTHER
Q.11 TO WHAT EXTEND YOU ARE SATISFIED WITH YOUR BANK AND E
BANKING SERVICES ?
a) VERY SATISFIED
b) SATISFIED
c) NEUTRAL
d) DISSATISFIED
e) VERY DISSATISFIED
Q.12 DO YOU FEEL SECURE WHILE MAKING PAYMENT THROUGH
BANKING ?
60
 a) YES
b) NO
Q.13 HOW MANY TIMES DO YOU USE ONLINE BANKING ?
a) OFTENLY
b) SOMETIMES
c) FREQUENTLY

61