A

PROJECT REPORT

On

“A STUDY OF INTERNET BANKING OF STATE BANK OF INDIA’’

-Submitted To-

University of Pune
In partial fulfilment of the requirement of
Bachelor of Business Administration (BBA)

-Submitted By-

Miss. Attar Asiya Bashir

Under the guidance of

Prof. Pingale A. A.

THROUGH

Grammonati Mandal‘s

Arts, Commerce, Science, College Narayangaon

(Department of BBA)

For The Year

2021-2022
 DECLARATION

I hereby declare that the information, photographs, date, etc. gathered during
the educational Training period of Project Report study shall be strictly utilized only
for the purpose of Project

Report. This Project Reports a part of the partial fulfillment of degree in Bachelor in
Business Administration at A.C.S. College, Narayangaon for the session 2020- 21
under university of Pune.

I honestly state that the intention of collection of the information in my project. Report
is solely for the purpose of study, not for commercial purpose or any means my sole
and sincere motive to learn the procedure practically and express my views by
preparing project. Thus, the sole and honest objective for collecting the information is
only for the Academic purpose and I assure that collected information shall be
restricted only for project report.

Miss. Attar Asiya Bashir.

BBA 2nd Year

(financial management)
 ACKNOWLEDGEMENT

On the successful completion of this project, I would like to express my deep

Gratitude to all the people who have helped me in completion of this project.

I am thankful to the institution, its management & the concerned faculty. I Express
my sincere thanks to Prof. Ankush Pingale my project guide, who guided me in
various ways towards the completion of the project. I would also like to thanks my
family for giving the moral & financial support.

Place: Narayangaon

Miss. Attar Asiya Bashir.

BBA 2nd Year

(Financial management)
 INDEX
Sr.no Particulars Page no
1 EXECUTIVE SUMMARY

2 CHAPTER 1
1.1Introduction
1.2 Objective of the study
1.3 Objective
1.4Importance of the study
1.5Scope of the study
1.6 Research methodology
A. Data Collection
• Primary data
• Secondary data
B. Samplings
1.7 Limitations
3 Chapter 2
Introduction of the organisation
4 Chapter 3
Therotical background
5 Chapter 4
Data analysis and presentation
6 Chapter 5
Findings
7 Chapter 6
Suggestion

8 Chapter 7
Conculsion
Qusetionnarie
Bibliography
 EXECUTIVE SUMMARY
Internet banking has evolved over the last decade from product brochure ware, to a
complete financial marketplace for its online customers. Banks see Internet banking as the
key channel for growth and customer retention. As such, the online banking model has
moved from tactical and lower cost customer service, to a more strategic form of customer
engagement.

Many banks have adopted the latest technologies and added new Internet banking
functionalities and features to stay ahead of the competition. However, when measured by
key performance indicators such as customer growth, revenue growth, etc., the value
delivered varies from bank to bank. While some banks achieve better customer response
and retention from adding new technology/feature bells and whistles, others have received
moderate to poor acceptance, which has undermined their return on investment. The
challenge is to find the right approach and leverage the right mix of technology and features
that keep customers happy and transacting over an extended period of time.
 CHAPTER No-1

INTRODUCTION TO INTERNET BANKING

Introduction

Internet banking (or E-banking) means any user with a personal computer and a browser
can get connected to his banks website to perform any of the virtual banking functions. In
internet banking system the bank has a centralized database that is web-enabled. 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 anyhow 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.

 HISTORY OF THE INTERNET BANKING

The concept of Internet banking has been simultaneously evolving with the development
of the World Wide Web. Programmers working on banking data bases came up with ideas
for online banking transactions, sometime during the 1980's. The creative processes of
development of these services were probably sparked off after many companies started the
concept of online shopping.

The online shopping promoted the use of credit cards through Internet. Many banking
organizations had already started creating data ware housing facilities to ease their working
staffs. The development of these data bases were widely used during the development of
ATM's.

The first online banking service in United States was introduced, in October 1994. The
service was developed by Stanford Federal Credit Union, which is a financial institution.
The online banking services are becoming more and more prevalent due to the well
developed systems. Though there are pros and cons of electronic cash technology, it has
become a revolution that is enhancing the banking sector.
 OBJECTIVE OF THE STUDY

• The concept of Internet banking has been simultaneously evolving with the development
of the World Wide Web.

• Programmers working on banking data bases came up with ideas for online banking
transactions, sometime during the 1980's.

• The online shopping promoted the use of credit cards through Internet.

• The first online banking service in United States was introduced, in October 1994.

• The online banking services are becoming more and more prevalent due to the well
developed systems

• ICICI was the first bank to initiate the Internet banking revolution in India as early as
1997 under the brand name

• ICICI Bank kicked off online banking way back in 1996. But even for the Internet as a
whole, 1996 to 1998 marked the adoption phase, while usage increased only in 1999- due
to lower ISP online charges, increased PC penetration and a tech-friendly atmosphere
 OBJECTIVE
• To Attract Customers one of the important objectives of e-banking is to attract customers.

• To Provide Liquidity E-banking helps to provide liquidity to the banks, because consumers
do online transactions, which means there are no withdrawal of physical money

• To Boost Economy E-banking helps to boost the economy, Because online transaction
helps to maintain the cash in the economy, which would be use during recession of the
economy.

• To Provide 24/7 Service The world economy is growing, people are doing business
globally. it require 24*7 banking service
 IMPORTANCE OF THE STUDY

Internet banking provides many advantages for banks and customer’s. Intenet banking has
made life much easier and banking much faster for both customers and banks..

• It saves time spent in banks

• It provides ways for international banking.

• It provides banking throughout the year 24/7 days from any place have internet access.

• It provides well-organized cash management for internet optimization

• It provides convenience in terms of capital, labour, time all the resources needed to make
a transaction.

• Taking advantage of integrated banking services, banks may compete in new markets, can
get new customers and grow their market share.

• It provides some security and privacy to customers, by using state-of-the-art encryption

and security technologies.
 SCOPE OF THE STUDY

The study of this topic will help to get the knowledge about process of internet banking
and usefulness to banking industry. As the study contains the 360 degree information
regarding SBI and its internet banking,

It makes it easy for customers to make fund transfers easy. Net banking facilities offer
convenience when it comes to transferring money or performing banking transactions.
Customers can easily track their transaction history with just a click.

Net banking is secure and protected with customer ID and password.Hence the study will
lead to new ways to tackle the problems and the SWOC of SBI in respect of internet
banking. This was all about how the project will go ahead and the findings from it.
 RESEARCH METHODOLOGY

The procedure adopted for conducting the research requires a lot of attention as it has direct
bearing on accuracy, reliability and adequacy of result obtained. It is due to reason that
research methodology, which researcher used at the time of conducting the research, needs
to be elaborate upon. It may be understood as a science of studying how research is done
scientifically. So, the research methodology not only talks about the research methods but
also consider the logic behind the method used in the context of the research study.
Research methodology is a way to systematically study and solve the research problems.
If a researcher wants to claim his study as a good study, he must clearly state the
methodology adapted in conducting the research the research so that it may be judged by
the reader whether the methodology of work done is sound or not.

➢ RESEARCH DESIGN USED IN THE STUDY

Descriptive research design is used in this study because it will ensure the minimization
of bias and maximization of reliability of data collected. Descriptive study is based on some
previous understanding of the topic; research has got a very specific objective and clear cut
data requirements. The researcher had to use fact and information already available through
financial statements of earlier years and analyze these to make critical evaluation of the
available material. Hence by making the type of the research conducted to be both
descriptive and analytical in nature. From the study, the type of data to be collected and the
procedure to be used for this purpose were decided.
➢ DATA COLLECTION METHOD:

The process of data collection begins after a research problem has been defined and
research design has been chalked out. There are two types of data:

1. PRIMARY DATA: It is first hand data, which is collected by researcher itself.

Primary data is collected by various approachesso asto get a precise, accurate, realistic and
relevant data. The main tool is gathering primary data was investigation and observation.
It was achieved by a direct approach and observation from the officials of the company.

2. SECONDARY DATA: It is the data which is already collected by someone else.

Researcher has to analyze the data and interprets the results. It has always been important
for the completion of any report. It provides reliable, suitable, adequate and specific
knowledge. Researcher collected the secondary data by using banks annual reports and
authorized websites of banks.

SAMPLING: DESIGN AND PROCEDURE

Sampling Technique: “Convenience Sampling” as a part of non-Probability sampling by

taking the three banks as the major performers in the Indian Banking Sector and
highlighters of sector’s overall performance.

Sample Size:

Sample Size was restricted to 65customer, including State Bank of India. Executing the
Sampling Process: Through making a comparison among the various key figures of
accuracy , security network speed, user friendliness, user involvement and convenience,.
Method of Data Collection: Secondary Data is collected to carry out the study.
 LIMITATIONS OF THE STUDY

1. Difficulty in data collection. Generally, the organization does not allow outsiders to
conduct any study or research work in the organization.

2. The scope of the study will be restricted to selected Banks.

3. Many of the respondents did not think hard enough while choosing the specific point.
4. This could have led to a biased view and thus affected the analysis.

5. There may be other events during the Clean and Window Period which may distortthe
results

6. Therefore, get the research done in the organization itself was very difficult. Limited
knowledge about the bank in the initial stages.

7. Branch manager was reluctant for giving financial data of the bank.

8. The analysis and interpretation are based on secondary data contained in the published
annual reports of the Indian banks for the study period.
 CHAPTER No- 2

INTRODUCTION OF THE INTERNET BANKING

STATE BANK OF INDIA

State bank of India is the nation’s largest and

oldest bank. Tracing its roots back some 200
years to the British East India Company (and initially established as the

Bank of Calcutta in 1806), the bank operates more than 15,000 branches within India,
where it also owns majority stakes in six associate banks. State Bank of India (SBI) has
more than 80 offices in nearly 35 other countries, including multiple locations in the US,
Canada, and Nigeria. The bank has other units devoted to capital markets, fund
management, factoring and commercial services, credit cards, and brokerage services. The
Reserve Bank of India owns about 60% of State bank of India.

HISTORY OF STATE BANK OF INDIA:-

The History of State Bank Of India dates back to the first decade of the nineteenth century
with the setting up of Bank of Calcutta in Calcutta on 2 June 1806.After three years it was
renamed as Bank Of Bengal (2 January

1809).On 15th April 1840, the Bank of Bombay was initiated and on 1st July 1843, the
Bank of Madras was established. The integration of the three banks resulted in the creation
of Imperial Bank of India on 27th January1921.
Structure and Organization

The Banks Corporate Office is located at Mumbai. Its domestic operational area is divided
into 14 Circles, each with one Local Head Office and a few Zonal and Regional Offices.
The Bank is present not just in the major metropolises of India but has wide reach in the
villages of India. The Bank's top management consists of the Chairman, group executives
for National Banking Group, Corporate Banking Group, International Banking Group and
Associates & Subsidiaries, and four staff functionaries in charge of finance, credit, human
resources & technology management and inspection & audit.

Transformation in SBI

The SBI has undergone major transformation in the recent years. The bank has ventured
into new areas of business like Pension Funds, General

Insurance, Custodial Services, Private Equity, Mobile Banking, Point Of Sale, Merchant
Acquisition, Advisory Services, and Structured Products etc.

The bank foresees tremendous growth potential in all these areas.

INTERNET BANKING AT STATE BANK OF INDIA

The Internet Banking service provided by State Bank of India is referred to as OnlineSBI
by the bank.

OnlineSBI is regarded as the Internet banking portal for SBI. The portal offers anywhere,
anytime, online access to banking services for SBI’s retail and corporate customers.
OnlineSBI is developed by using advanced technology and tools. The infrastructure is
robust and supports secure access to banking services for more than 13,000 branches across
India.

OnlineSBI is made for all the customers who have an account at an internet enabled branch
of SBI. Customers with account with internet enabled branch require to get registered for
the Internet banking service with the branch. In case the customer’s branch is not internet
enabled, he can transfer his existing account from his branch to an OnlineSBI branch.
Apply for Online SBI (Internet Banking)

In order to apply for OnlineSBI Online Banking, customers can visit the site at
“http://www.onlinesbi.com” and download the application form for Online Banking. The
form can also be obtained from the branch.

After completing the application form, it can be submitted to any nearest branch of the
bank. On successful processing of the application, customer will receive User Id, Login
Password and Transaction password. Customer can login to net banking site of OnlineSBI
using the UserID and login password. Once logged in customer can avail many online
banking services offered by Bank and perform various financial transactions.

The User Id & Passwords for login to the OnlineSBI will be sent to the registered address
of customer with the Bank. Customer should ensure that his current address is updated in
the Bank’s record. It is suggested that new customers should completely read the general
information page so that they will get the idea of using the various banking services online.
It is very easy to conduct all the banking transactions online. It is useful for those who are
unfamiliar with online banking service.
CHANGES BROUGHT IN INFORMATION

TECHNOLOGY BY SBI:-

• In the next decade internet facility was provided for individuals

• All SBI branches were connected and ATM’S were launch

• 2001 - KMPG appointed consultant for preparing IT Plan for the Bank.

• Later on Core banking proposed by the IT consultancy company.

• 2002 – All branches computerized but on decentralized systems, there the initiative
of core banking took place

• 2008- more than 6500 branches (95% of business) on Core

Banking Solution (CBS) Internet Banking facility for corporate customers were also
launched in early 2008

• More Interfaces developed with e-Commerce & other sites through alternate
channels like ATM & Online Banking

• All Foreign Offices were brought on Centralized Solution

• Large network is playing the role of backbone for connectivity across the country.

• Multiple Service Providers are providing the links – BSNL, MTNL, Reliance, Tata
& reliance which are making the system errorless and provide high speed.

• Multiple Technologies to support the networking infrastructure – Leased lines,

Dial-up, CDMA & VSAT
INTERNET BANKING FACILITY THROUGH STATE BANK OF
INDIA:

1. 24x7 facilities for tax payment through SBI e-Tax.

2. Fund transfer between his own accounts.

3. Access of accounts on real time 24x7x365 basis and downloading of

account statements.

4. Transfer of fund to other accounts through third party mode.

5. Transfer of funds to PPF and loan accounts

6 Payment of all kind of utility bills like Telephone bill payment. Credit card
payment LIC premium payment, Mutual f\Fund Payment, Electricity bill payment
Mobile bill payments etc listed on the site.

7 Booking of Railway and Air tickets online

8. Payments of Taxes viz Direct and indirect tax.

9. Transfer of money to any VISA Debit or Credit Card.

10 Online trading of shares by using 3 in 1 accounts.

SERVICES PROVIDED BY SBI INTERNET BANKING

1. RETAIL BANKING:-

The Retail banking application is an integration of several functional areas, and enables
customers to:

• Issue Demand Drafts online

• Transfer funds to own and third party accounts

• Credit beneficiary accounts using the VISA Money Transfer, RTGS/NEFT feature

• Generate account statements

• Setup Standing Instructions

• Configure profile settings

• Use eTax for online tax payment

• Use ePay for automatic bill payments

• Interface with merchants for railway and airline reservations

• Avail DEMAT and IPO services

➢ CORPORATE BANKING

The OnlineSBI corporate banking application provides features to administer and manage
corporate accounts online. The corporate module provides roles such as Regulator, Admin,
Uploader, Transaction Maker, Authorizer, and Auditor. These roles have access to the
following functions:

• Manage users, define rights and transaction rules on corporate accounts.

• Access accounts in several branches with a single sign-on mechanism
• Upload files to make bulk transactions to third parties, supplier, vendor and tax
collection authorities.
• Use online transactional features such as fund transfer to own accounts, third party
payments, and draft issues
• Make bill payments over the Internet.
• Authorize, modify, reschedule and cancel transactions, based on rights assigned to
the user
• Generate account statement
• Enquire on transaction details or current balance
➢ VALUE ADDED SERVICES:
• Tax payments to central and state governments through site to site integration.
• Supply Chain Finance( e-VFS- Electronic Vendor Finance Scheme)
• Direct Debit Facility
• E Collection Facilities for:
• Core Banking Transactions
• Internet Bank transactions for incoming RTGS/NEFT Transactions
• Internet banking transactions for SBI and associate banks
• Debit facility where suppliers can directly debit their customer’s account through
internet banking
 PRODUCTS AND SERVICES

1) E-ticketing:

You can book your railway, air and bus tickets online through online SBI.

• To book your train ticket, just log on to irctc.co.in and create an ID there at if you
do not have one. Submit your travel plan and book the ticket(s)-either
• I-ticket
• E-tickets (wherein after successful payment transactions, an e-ticket is generated
which can be printed any time. For an e-ticket, the details of photo identity card
will required to be filled in)

And select State Bank of India in the payment options. You will be redirected to Internet
Banking site of SBI (www.onlinesbi.com). After submitting the respective ID and
password, you can select your account. After a successful debit, Railways will generate the
ticket. E-ticket can be printed by you whereas the i-ticket will be dispatched by IRCTC at
the given address. Service charges @ Rs.10/- per transaction shall be levied in addition to
the cost of the ticket. Cancellation of E-ticket can be done by logging on to IRCTC's site;
refund amount will be credited to your account directly within 2-3 days. For cancellation
of i- ticket, you shall be required to submit your ticket at a computerized counter of
Railways and on cancellation; the amount shall be credited back to your account.

You can also book your Air ticket through the e-ticketing feature. Logon to Indian Airlines
website to make a payment for an e- ticket through State Bank of India, you need to select
SBI as the payment option. The payment request will be redirected to Internet Banking site.
The request may be processed based on values sent from the airlines website. Once a
transaction is processed, an appropriate response will be sent to airlines site to update the
status of the transaction. You can print the E-ticket immediately.

To book bus tickets to destinations in Karnataka, log on to the KSRTC website. Provide
details about the start and end points of your journey, date of journey and number of tickets.
Verify availability of seats on the selected date and confirm the transaction.
2) SBI E-TAX

You can pay your taxes online through SBI E-Tax. This facility enables you to pay TDS,
Income tax, Indirect tax, Corporation tax, Wealth tax, Estate Duty and Fringe Benefits tax.
Click the e-Tax link in the home page. You are displayed a page with two links Direct Tax
and Indirect Tax. Click the Direct Tax link. You will be redirected to the NSDL site where
you can select an online challan based on the tax you wish to pay. Provide the PAN, name
and address, assessment year, nature of payment and bank name. On selecting the bank
name as SBI and submitting the form, you will be redirected to the Internet Banking site.
After submitting the respective ID and password, you can select your account for making
payment of taxes. After payment is successful you can print the E-Receipt for the payment.
The E-receipt can be printed at a later date also and the same can be retrieved from:
Enquiries > Find Transactions > Status Enquiries > Click on the respective
transaction to print the tax receipt.

The Indirect Tax link is used to make Central Excise and Service Tax payments to Central
Board of Excise and Customs. The online payment feature facilitates anytime, anywhere
payment and an instant E-Receipt is generated once the transaction is complete. The
Indirect Tax payment facility is available to Registered Central Excise/Service Tax
Assessee who possesses the 15 digit PAN based Assessee Code. You can make CBEC
payments using the Indirect Taxes link available in the Payments/Transfers tab. You need
to provide your Assessee code as registered with CBEC and select the minor heads towards
which you intend to pay tax. Select the appropriate tax type and enter the tax amount. Select
an account for debiting the total tax amount. You can use any of your transaction accounts
to make the payment. If a payment is successful, CBEC provides a link to generate an E-
Receipt for the payment.
3) Bill payment:

A simple and convenient service for viewing and paying your bills online. Using the bill
payment you can view and Pay various bills online, directly from your SBI account. You
can pay telephone, electricity, insurance, credit cards and other bills from the comfort of
your house or office, 24 hours a day, 365 days a year. Simply logon to
https://www.onlinesbi.com/ with your credentials and register the biller to which you want
to pay, with all the bill details. Once the bill is uploaded by the biller, you can make
payment online. You can see 'how do i' to learn the steps for using the facility.

4) RTGS/NEFT:-

You can transfer money from your State Bank account to accounts in other banks using
the RTGS/NEFT service. The RTGS system facilitates transfer of funds from accounts in
one bank to another on a "real time" and on "gross settlement" basis. This system is the
fastest possible interbank money transfer facility available through secure banking
channels in India. RTGS transaction requests will be sent to RBI immediately during
working hours post working hours requests are registered and sent to RBI on next working
day. You can also schedule a transaction for a future date. You can transfer an amount of
Rs.1 lac and above using RTGS system.

National Electronic Funds Transfer (NEFT) facilitates transfer of funds to the credit
account with the other participating bank. RBI acts as the service provider and transfers the
credit to the other bank's account.
5) eZtrade@sbi

State Bank of India (SBI) in alliance with Motilal Oswal Securities Limited and SBI Caps
Securities Limited (SSL) now introduces you to

'eZtrade@sbi', a State-of-the-Art online trading platform predominantly to cater to every

trading need (presently available to Indian Residents Only) and offers a truly world class
experience of online investing - anyplace, anytime. This service provides you with a 3-in-
1 account which is an integrated platform of Bank Account, Demat Account and an Online
Trading Account to give you a convenient and paper free trading experience under one
roof. We provide online trading of shares of Companies listed on BSE and NSE.
eZtrade@sbi will let you trade from the comfort of your home or office through the
Internet. Buying and selling of shares is now just a click away. So go ahead and enjoy your
fast, easy and hassle-free online shares/securities trading experience with India's Largest
Bank.

6) E-payment:-

You can pay your insurance premium, mobile phone bills and also you can purchase mutual
fund units by coming from the biller’s website and selecting state bank of India in the
payment option.

LIC PREMIUM: For paying premium of LIC policy logon to premium is due select State
Bank of India in the make payment option.

SBI Mutual FUND: You can invest in the SBI Mutual Fund schemes online. Logon
towww.sbi mf.com and select the scheme in which you want to make investment in the
payment option select State Bank of India.

CCAVENUES: Enjoy shopping at the CCAvenue Shopping Mall and purchase from a
wide variety of products and services through CCAvenue Certified Vendors. Make
payments for your purchases using your Internet enabled SBI accounts.
 7)Fund transfer:-

The Funds Transfer facility enables you to transfer funds within your accounts in the same
branch or other branches. You can transfer aggregating Rs.1 lac per day to own accounts
in the same branch and other branches. To make a funds transfer, you should be an active
Internet Banking user with transaction rights. Funds transfer to PPF account is restricted to
the same branch.

Just log on to retail section of the Internet Banking site with your credentials and select the
Funds Transfer link under Payments/Transfers tab. You can see all your online debit and
credit accounts. Select the debit account from which you wish to transfer funds and the
credit account into which the amount is to be credited. Enter the amount and remarks. The
remarks will be displayed in your accounts statement for this transaction. You will be
displayed the last five funds transfer operations on your accounts. On confirming the
transaction, you will be displayed a confirmation page with the details of the transaction
and the option to submit or cancel the funds transfer request. A reference number will be
generated for your record.

8) Third party transfer :-

You can transfer funds to your trusted third parties by adding them as third party accounts.
The beneficiary account should be any branch SBI. Transfer is instant. You can do any
number of Transactions in a day for amount aggregating Rs.1lakh.

To transfer funds to third party having account in SBI, you need to add and approve a third
party, you need to register your mobile number in personal details link under profile
section. You will receive a One Time SMS password on your mobile phone to approve a
third party. If you do not have a mobile number, third party approval will be handled by
your branch. Only after approval of third party, you will be able to transfer funds to the
third party. You can set limits for third party transactions made from your accounts or even
set limits for individual third parties.
9) Demand Draft :-

The Internet Banking application enables you to register demand drafts requests online.
You can get a demand draft from any of your Accounts (Savings Bank, Current Account,
Cash Credit or Overdraft). You can set limits for demand drafts issued from your accounts
or use the bank specified limit for demand drafts.

You can opt to collect the draft in person at your branch, quoting a reference to the
transaction. A printed advice can also be obtained from the site for your record.

Alternatively, you may request the branch to courier it to your registered address, and the
courier charges will be recovered from you. If you have any queries, kindly approach your
branch, quoting the reference number generated for the request.

10) Cheque Book Request :-

You can request for a cheque book online. Cheque book can be requested for any of your
Savings, Current, Cash Credit, and Over Draft accounts. You can opt for cheque books
with 25, 50 or 100 cheque leaves. You can either collect it from branch or request your
branch to send it by post or courier. You can opt to get the cheque book delivered at your
registered address or you can provide an alternate address. Cheque books will be dispatched
within 3 working days from the date of request.

Just log on to retail section of the Internet Banking site with your credentials and select the
Cheque Book link under Requests tab. You can view all your transaction accounts. Select
the account for which you require a cheque book; enter the number of cheque leaves
required and the mode of delivery.

Then, submit the same.

 11)Account Opening Request:-

OnlineSBI enables you to open a new account online. You can apply for a new account
only in branches where you already have accounts. You should have an INB-enabled
account with transaction right in the branch. Funds in an existing account are used to open
the new account. You can open

Savings, Current, Term Deposit and Recurring

Deposit accounts of Residents, NRO and NRE types. Just log on to retail section of the
Internet Banking site with your credentials and select the New Account link under Requests
tab. You can see all types of accounts. Select the account and account type you wish to
open and submit the same. Then, you need to select the branch and enter the initial amount
to open the account. You can select any of your accounts for debiting the initial amount.
Then, submit the transaction. Your new account opening request will be processed by the
branch.

12) Account Statement :-

The Internet Banking application can generate an online, downloadable account statement
for any of your accounts for any date range and for any account mapped to your username.
The statement includes the transaction details, opening, closing and accumulated balance
in the account. You can generate the online account statement for any date range or for any
month and year. The account statement can be viewed online, printed or downloaded as an
Excel or PDF file. You also have the option to select the number of records displayed in
each page of the statement. The options are 25, 50, 75, 100 and ALL.
13)Transaction Enquiry :-

OnlineSBI provides features to enquire status of online transactions. You can view and
verify transaction details and the current status of transactions. Your VISA transactions can
also be viewed separately. Just log on to retail section of the Internet Banking site with
your credentials and select the Status Enquiry link under the Enquiries tab. You will be
displayed all online transactions you have performed. To view details of individual
transactions, you need to click the Transaction Reference number link. You are displayed
the debit and credit account details, transaction amount, narration and transaction status

14)Demat Account Statement:-

OnlineSBI enables you to view Demat account statement and maintain such accounts. The
bank acts as your depository participant. In the third party site, you can mark a lien on your
Demat accounts and use the funds to trade on stock using funds in your SBI savings
account. You can view Demat account details, and generate the following statements:
statement of holding, statement of transactions, statement of billing.

15)Donation:-

You can make donation to religious and charitable institution by using Internet Banking of
SBI. Simply log on to http://www.onlinesbi.com/ with your credentials and go to Payment
and transfer and click on make donation link. After selecting the debit account select the
religious/charitable institution whom you want to offer donation. After successful payment
you can print an E-receipt for the donation made
 COMPANY PROFILE

State Bank of India (SBI) is an Indian multinational public sector bank and financial
services statutory body headquartered in Mumbai, Maharashtra. SBI is the 43rd largest
bank in the world and ranked 221st in the Fortune Global 500 list of the world's biggest
corporations of 2020, being the only Indian bank on the list. It is a public sector bank and
the largest bank in India with a 23% market share by assets and a 25% share of the total
loan and deposits market.It is also the fifth largest employer in India with nearly 250,000
employees.

The bank descends from the Bank of Calcutta, founded in 1806 via the Imperial Bank of
India, making it the oldest commercial bank in the Indian Subcontinent. The Bank of
Madras merged into the other two presidency banks in British India, the Bank of Calcutta
and the Bank of Bombay, to form the Imperial Bank of India, which in turn became the
State Bank of India in 1955. Overall the bank has been formed from the merger and
acquisition of nearly twenty banks over the course of its 200 year history.[The Government
of India took control of the Imperial Bank of India in 1955, with Reserve Bank of India
(India's central bank) taking a 60% stake, renaming it State Bank of India.
HISTORY

The roots of State Bank of India lie in the first decade of the 19th century when the Bank
of Calcutta later renamed the Bank of Bengal, was established on 2 June 1806. The Bank
of Bengal was one of three Presidency banks, the other two being the Bank of
Bombay (incorporated on 15 April 1840) and the Bank of Madras (incorporated on 1 July
1843). All three Presidency banks were incorporated as joint stock companies and were the
result of royal charters. These three banks received the exclusive right to issue paper
currency till 1861 when, with the Paper Currency Act, the right was taken over by the
Government of India. The Presidency banks amalgamated on 27 January 1921, and the re-
organised banking entity took as its name Imperial Bank of India. The Imperial Bank of
India remained a joint-stock company but without Government participation.

Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank of
India, which is India's central bank, acquired a controlling interest in the Imperial Bank of
India. On 1 July 1955, the Imperial Bank of India became the State Bank of India. In 2008,
the Government of India acquired the Reserve Bank of India's stake in SBI so as to remove
any conflict of interest because the RBI is the country's banking regulatory authority.

In 1959, the government passed the State Bank of India (Subsidiary Banks) Act. This made
eight banks that had belonged to princely states into subsidiaries of SBI. This was at the
time of the First Five Year Plan, which prioritised the development of rural India. The
government integrated these banks into the State Bank of India system to expand its rural
outreach. In 1963 SBI merged State Bank of Jaipur (est. 1943) and State Bank of Bikaner
(est.1944).

SBI has acquired local banks in rescues. The first was the Bank of Bihar (est. 1911), which
SBI acquired in 1969, together with its 28 branches. The next year SBI acquired National
Bank of Lahore (est. 1942), which had 24 branches. Five years later, in 1975, SBI acquired
Krishnaram Baldeo Bank, which had been established in 1916 in Gwalior State, under the
patronage of Maharaja Madho Rao Scindia. The bank had been the Dukan Pichadi, a small
moneylender, owned by the Maharaja. The new bank's first manager was Jall N. Broacha,
a Parsi. In 1985, SBI acquired the Bank of Cochin in Kerala, which had 120 branches. SBI
was the acquirer as its affiliate, the State Bank of Travancore, already had an extensive
network in Kerala.

There was, even before it actually happened, a proposal to merge all the associate banks
into SBI to create a single very large bank and streamline operations.

The first step towards unification occurred on 13 August 2008 when State Bank of
Saurashtra merged with SBI, reducing the number of associate state banks from seven to
six. On 19 June 2009, the SBI board approved the absorption of State Bank of Indore, in
which SBI held 98.3%. (Individuals who held the shares prior to its takeover by the
government held the balance of 1.7%.)

The acquisition of State Bank of Indore added 470 branches to SBI's existing network of
branches. Also, following the acquisition, SBI's total assets approached ₹10 trillion. The
total assets of SBI and the State Bank of Indore were ₹9,981,190 million as of March 2009.
The process of merging of State Bank of Indore was completed by April 2010, and the
SBIndore branches started functioning as SBI branches on 26 August 2010.

On 7 October 2013, Arundhati Bhattacharya became the first woman to be appointed

Chairperson of the bank. Mrs. Bhattacharya received an extension of two years of service
to merge into SBI the five remaining associate banks.

Employee

SBI is one of the largest employers in the world with 245,652 employees as on 31 March
2021. Out of the total workforce, the representation of women employees is nearly 26%.
The percentage of Officers, Associates and Subordinate staffs was 44.28%, 41.03% and
14.69% respectively on the same date. Each employee contributed a net profit
of ₹828,350 (US$11,000) during FY 2020–21
Date of Incorporation 31-Dec-1955

Date of Listing 03-Nov-1994

Management

Name Designation

Rajnish Kumar Chairman

Sanjiv Malhotra Director

Basant Seth Director

Bhaskar Pramanik Director

Rajiv Kumar Director

Pravin Hari Kutumbe Director

Rajnish Kumar Managing Director

P K Gupta Managing Director

Dinesh Kumar Khara Managing Director

B Sriram Managing Director

Chandan Sinha Nominee Director

Pushpendra Rai Nominee Director

Girish K Ahuja Nominee Director

INTERNATIONAL

As of 2014–15, the bank had 191 overseas offices spread over 36 countries having the
largest presence in foreign markets among Indian banks.
• SBI Australia

• SBI Bangladesh

• SBI Bahrain

• SBI Botswana

The SBI Botswana subsidiary was registered on the 27th January 2006 and was issued a
banking licence by the Bank of Botswana on the 29th July 2013. The subsidiary handed
over its banking licence and closed its operations in the country.

• SBI Canada Bank was incorporated in 1982 as a subsidiary of the State Bank of
India. SBI Canada Bank is a Schedule II Canadian Bank listed under the Bank Act and is
a member of Canada Deposit Insurance Corporation.

• SBI China

• SBI (Mauritius) Ltd SBI established an offshore bank in 1989, State Bank of India
International (Mauritius) Ltd. This then amalgamated with The Indian Ocean International
Bank (which had been doing retail banking in Mauritius since 1979) to form SBI
(Mauritius) Ltd. Today, SBI (Mauritius) Ltd has 14 branches – 13 retail branches and 1
global business branch at Ebene in Mauritius.
• Nepal SBI Bank Limited

.In, SBI owns 55% of share. (The state-owned Employees Provident Fund of Nepal owns
15% and the general public owns the remaining 30%.) Nepal SBI Bank Limited has
branches throughout the countr Nepal

• SBI Sri Lanka] now has three branches located in Colombo, Kandy and Jaffna. The
Jaffna branch was opened on 9 September 2013. SBI Sri Lanka is the oldest bank in Sri
Lanka; it was founded in 1864.

In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo–Nigerian
Merchant Bank and received permission in 2002 to commence retail banking. It now has
five branches in Nigeria.

In Moscow, SBI owns 60% of Commercial Bank of India, with Canara Bank owning the
rest. In Indonesia, it owns 76% of PT Bank Indo Monex. State Bank of India already has a
branch in Shanghai and plans to open one in Tianjin.

In Kenya, State Bank of India owns 76% of Giro Commercial Bank, which it acquired
for US$8 million in October 2005.

SBI South Korea In January 2016, SBI opened its first branch in Seoul, South Korea.

SBI South Africa

SBI UK Ltd

State Bank of India branch at Southall, United Kingdom

SBI USA In 1982, the bank established a subsidiary, State Bank of India, which now has
ten branches—nine branches in the state of California and one in Washington, D.C. The
10th branch was opened in Fremont, California on 28 March 2011. The other eight
branches in California are located in Los Angeles, Artesia, San Jose, Canoga aPark, Fresno,
San Diego, Tustin and Bakersfield.
 CHAPTER NO- 3
THEROTICAL BACKGROUND

TERMS OF SERVICE: ONLINE SBI

GENERAL INFORMATION

You should register for “OnlineSBI’ with the branch where you maintain the account.

If you maintain accounts at more than one branch, you need to register at each branch
separately.

Normally OnlineSBI services will be open to the customer only after he acknowledges the
receipt of password.

We invite you to visit your account on the site frequently for transacting business or
viewing account balances. If you believe that any information relating to your account has
a discrepancy, please bring it to the notice of the branch by e-mail or letter.

In a joint account, all account holders are entitled to register, as users of ‘OnlineSBI’, but
transactions would be permitted based on the account operation rights recorded at the
branch. (To begin with the services will be extended only to single or Joint “E or S”
accounts only).

All accounts at the branch whether or not listed in the registration form, will be available
on the ‘OnlineSBI’. However the applicant has the option to selectively view the accounts
on the ‘OnlineSBI’.
➢ SECURITY

The Branch where the customer maintains his account will assign:

• User-id &
• Password

The User-id and Password given by the branch must be replaced by User Name and
Password of customer’s choice at the time of first log-on. This is mandatory.

Bank will make reasonable use of available technology to ensure security and to prevent
unauthorized access to any of these services. The ‘OnlineSBI’ service is VERISIGN
certified which guarantees, that it is a secure site. It means that

You are dealing with SBI at that moment.

The two-way communication is secured with 128-bit SSL encryption technology, which
ensures the confidentiality of the data during transmission.

These together with access control methods designed on the site would afford a high level
of security to the transactions you conduct.

SBI will soon be implementing PKI/Digital Signature.

You are welcome to access ‘OnlineSBI’ from anywhere anytime. However, as a matter of
precaution, customers may avoid using PCs with public access.

There is no way to retrieve a password from the system. Therefore if a customer forgets his
password, he must approach the branch for reregistration.
➢ BANK’S TERMS

All requests received from customers are logged for backend fulfillment and are effective
from the time they are recorded at the branch.

Rules and regulations applicable to normal banking transactions in India will be applicable
mutatis mutandis for the transactions executed through this site.

The OnlineSBI service cannot be claimed as a right. The bank may also convert this into a
discretionary service anytime.

Dispute between the customer and the Bank in this service is subject to the jurisdiction of
the courts in the Republic of India and governed by the laws prevailing in India.

The Bank reserves the right to modify the services offered or the Terms of service of
‘OnlineSBI’. The changes will be notified to the customers through a notification on the
Site.

CUSTOMER’S OBLIGATIONS:

The customer has an obligation to maintain secrecy in regard to Username & Password
registered with the Bank. The bank presupposes that login using valid Username and
Password is a valid session initiated by none other than the customer.

Transaction executed through a valid session will be construed by SBI to have emanated
from the registered customer and will be binding on him / her.

The customer will not attempt or permit others to attempt accessing the ‘OnlineSBI’
through any unlawful means.
 ➢ INTERNET BANKING RISKS:

CREDIT RISK: Credit risk is the risk to earnings or capital arising from an obligator's
failure to meet the terms of any contract with the bank or otherwise to perform as agreed.
Credit risk is found in all activities where success depends on counterparty, issuer, or
borrower performance. It arises any time bank funds are extended, committed , invested or
otherwise exposed through actual or implied contractual agreements , whether on or off the
bank’s balance sheet.

INTEREST RATE RISK: Internet rate risk is the risk to earnings or

Capital arising from movements in interest rates. Interest rate risk arises from different
between the timing of rate changes and timing of cash flows. Internet banking can attract
deposits, loans and other relationships from a large pool of possible customers than other
forms of marketing. Greater access to customers who primarily seek the best rate or term
reinforces the need for managers to maintain appropriate asset/liability management
systems, including the ability to react quickly to changing market condition

LIQUIDITY RISK: Liquidity risk is the risk to earnings or capital arising from a bank's
inability to meet its obligations when they come due, without incurring unacceptable losses.
Liquidity risk arises from the failure to recognize or address changes in market conditions
affecting the ability of the bank to liquidate assets quickly and with minimum loss in value.
Asset/liability and loan portfolio management systems should be appropriate for products
offered through internet banking. Increased monitoring of liquidity and changes in deposits
and loans may be warranted depending on the volume and nature of internet account
activities.
PRICE RISK: Price risk is the risk to earnings or capital arising from changes in the value
of traded portfolio of financial instruments. The risk arises from market making, dealing
and position taking in interest rate, foreign exchange, equity and commodities markets.
Banks may have exposed to price risk if they create or expand deposit brokering, loan sales,
or securitization programme as a result of Internet banking activities. Appropriate
management systems should be maintained to monitor, measures, and manage price risk if
assets are activity traded.

FOREIGN EXCHANGE RISK: Foreign Exchange risk is present

when a loan or portfolio of loans is dominated in a foreign currency or is funded by

borrowings in another currency. In some cases, banks will enter into multi-currency credit
commitments that permit borrowers to select the currency they prefer to use in each rollover
period. Foreign exchange risk can be intensified by political, social or economic
development. Appropriate systems should be developed if bank engage in these activities.

REPUTATION RISK: Reputation risk is the current and prospective impact on earnings
and capital arising from negative public opinion. This affects the institution's ability to
establish new relationships or services. This risk may expose institution to litigation,
financial loss, or a decline in its customer base. A bank's reputation can suffer if it fails to
deliver on marketing claims or to provide accurate, timely services. National Banks need
to a sure that their business

Continuity plans include the internet banking business. Regular testing or business
continuity plan, communications strategies with the press and public, will help the bank
ensure it can respond effectively and promptly to any adverse customer of media reactions.
TRANSACTION RISK: Transaction risk is the current and

prospective risk to earnings and capital arising from fraud, error, and the inability to deliver
products or services, maintain a competitive position, and manage information. Transaction
risk is evident in each product and service offered and encompasses product delivery,
transaction processing, system development, computing systems, complexity of products
and services, and the internal control environment. A high level of transaction risk may
exist with Internet banking products, particularly if those lines of business are not
adequately planned, implemented and monitored.

COMPLIANCE RISK: Compliance risk is the risk to earning or capital violations of, or
nonconformance with, laws, rules, regulations, prescribed practices, or ethical standards.
Compliance risk is also arises in situations where the laws or rules governing certain bank
products or activities of the bank’s clients may be ambiguous or untested. Compliance risk
exposes the institution to fines, civil money penalties, payment of damages, and the voiding
of contracts.

STRATEGIC RISK: Strategic risk is the current and prospective impact on earnings or
capital arising from adverse business decisions, improper implementation of decisions, or
lack of responsiveness to industry changes. The risk is a function of the compatibility of an
organization’s strategic goals, the business strategies developed to achieve those goals, the
resources deployed against these goals, and the quality of implementation. The resources
needed to carry out business strategies are both tangible and intangible. They include
communication channels, operating systems, delivery networks, and managerial capacities
and capabilities. The organization’s internal characteristics must be evaluated against the
impact of economic, technological, competitive, regulatory, and other environmental hangs
➢ ADVANTAGES & DISADVANTAGES OF INTERNET BANKING:

Advantages of Internet Banking

Internet Banking has several advantages over traditional banking which makes operating a
bank account simple and convenient. Internet banking allows you to conduct various
transactions using the bank's website and offers several advantages. Some of the
advantages of internet banking are:

Internet banking account is simple to open and easy to operate.

Internet banking is quite convenient as you can easily pay your bills, can transfer funds
between accounts, etc. Now you do not have to stand in a queue to pay off your bills; also
you do not have to keep receipts of all the bills as you can now easily view your
transactions.

Internet banking is available all the time, i.e. 24x7. You can perform your tasks from
anywhere and at any time; even in night when the bank is closed or on holidays. The only
thing you need to have is an internet connection.

Internet banking is fast and efficient. Funds get transferred from one account to the other
very fast. You can also manage several accounts easily through internet banking.

Through Internet banking, you can keep an eye on your transactions and account balance
all the time. This facility also keeps your account safe. This means that by the ease of
monitoring your account at anytime, you can get to know aboutkeeps your account safe.
This means that by the ease of monitoring your account at anytime, you can get to know
about any fraudulent activity or threat to your account before it can pose your account to
severe damage.

Internet banking is also a great medium for the banks to endorse their products and services.
The services include loans, investment options, and many others.
Disadvantages Of Internet Banking

Understanding the usage of internet banking might be difficult for a beginner at the first
go. Though there are some sites which offer a demo on how to use internet banking, but all
does not offer this facility. So, a person who is new to internet baking might face some
difficulty.

You cannot have access to internet banking if you don’t have an internet connection; thus
without the availability of internet access, internet banking may not be useful.

Security of transactions is a big issue. Your account information might get hacked by
unauthorized people over the internet.

Password security is a must. After getting your net banking password, do change it and
memorize it otherwise your account may be misused by someone who gets to know your
password inadvertently.

You cannot use internet banking, in case; the bank’s server is down.

Another issue is that sometimes it becomes difficult to note whether your transaction was
successful or not. It may be due to the loss of internet connectivity in between, or due to a
slow connection, or the bank’s server is down.
➢ VARIOUS FORMS OF E-BANKING:

INTERNET BANKING:

Internet banking can be used from the home or the office, as well as an internet café,
although the latter is not recommended for security reasons. In order to handle his account
a user just needs an internet browser.

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.

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 firstthis
reason, debit card are not as popular as credit cards.

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.
ATM CARDS: -

The card contains a PIN (Personal Identification Number) which is selected by the
customer or conveyed to the customer or conveyed to the customer and enables him to
windows cash up to the transactions limit for the day. He can also deposit cash or cheque
 CHAPTER No- 4
Data Analysis And Presentation

1) Use of internet banking

Yes 65% No 35%

Sr.no No of respondence percentage

1 Yes 65%

2 no 35%

Chart Title

7000%

6000%

5000%

4000%

3000%

2000%

1000%

0% Series 1 Column1 Column2

yes no

Interpretation: It is found that 65% of people use internet banking

2)Preference for online shopping

Yes 70% No 30%

Sr.no No of respondence Percentage

1 Yes 70

2 No 30

Chart Title

80
70
60
50
40
30
20
10
0 Column3 Column2 Column1
yes no

Interpretation: It is found that about 70% people give preference to online shopping.
3)No. of user 3of the banks

ICICI 20% SBI 30%

SBH 20% AXIS 10%

UNION 8% HDFC 12%

Sr.no No of respondence percentage

1 ICICI 20

2 SBI 30

3 SBH 20

4 AXIS 10

5 UNION 8

6 HDFC 12
 Chart Title
35

30

25

20

15

10

0
ICICI SBI SBH AXIS UNION
Column3 Column1 Column2

Interpretation:

It is found that about 30% people use SBI, 20% people use bank, 12% people use Hdfc bank, 10%
people use Axis & 8 Union bank
 4) Do you use the following facility provided by the bank

Facility Frequency %

Phone banking 1 2%

Mobile banking 2 4%

Net banking 23 46%

Electronic fund transfer 1 2%

Atm 23 46%

Total 50 100%

Chart Title
50
45
40
35
30
25
20
15
10
5
0
phone mobile net banking Electronic Atm
banking banking fund transfer
Column2 Column1 Column3

Interpretation:

From the above table it is found that majority of (46%) respondents are using the facility
of net banking& ATM followed by (4%) are using mobile banking
5) From where you heard about net banking for the 1st time

Source Frequency %

Friend 20 40%

Relatives 8 16%

Magazines 3 6%

Leaflets of the 2 4%
company

Bank employee 3 6%

Internet 5 10%

Chart Title
70

60

50

40

30

20

10

0
friend relatives magazines leaflets of bank internet
the employee
company

Series 1 Series 2 Series 3

Interpretation:

From the above table it is found that majority of (40%) respondents are heard about net
banking first time from friends followed by (16%) are heard from their relatives.
6) How did you learn to use of net banking

Learn from Frequency %

Self 17 34%

From website of bank 5 10%

From staff of bank 7 14%

Friend 21 42%

Total 50 100%

Chart Title
70

60

50

40

30

20

10

0
self from website of from staff of bank friend
bank

Series 1 Series 2 Series 3

Interpretation:

From the above table it is found that majority of (42%) respondents are learn to use net
banking from their friends followed by (34%) are learn to use self (14%) are learn from
bank staff and (10%) are learn from website of bank.
7) Reason due to you started using net banking

Reasons Frequency %

It saves time 21 42%

It is safe &secure 6 12%

I can use It any where 15 30%

I don’t have time to go to 8 16%

bank

Total 50 100%

Chart Title
70

60

50

40

30

20

10

0
it saves time it safe and secure I can use it any I don’t have time to
where go to bank

Series 1 Series 2 Series 3

 Interpretation:

From the above table it is found that majority of (42%) respondents are started to use net
banking because it saves time followed by (30%) are started because it saves time (16%)are

stared because respondents don’t have time to go to the bank and (12%) are stared because
it is safe & secure.

9) The time you are using internet

Age Less than a month 1-6 months 6-2 months

18-25 3 2 12

26-35 0 0 15

36-45 0 3 0

46-60 0 2 8

60+ 1 3 0
 Chart Title
18

16

14

12

10

0
16-25 26-35 36-45 46-60 60+

less than a month 1-6 month 6-2 month

Interpretation:

From the above interpretation we can say that all the younger have been using internet since
last one year but age group between 36-45, 46-60 and 61and above have started using
internet in recent. Finally we can the age group between 26-35 are the maximum users of
the internet
 10) No. of people having internet

Age Own internet Don’t have internet

18-25 27 3

26-35 51 1

36-45 20 2

46-60 8 4

60+ 1 3

Chart Title
100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
18-25 26-35 36-45 46-60 60+

own internet Don’t have internet Series 3

Interpretation: From the above interpretation we can say that age group between 18-25
27% people have own internet while % who don’t have own internet is 3%, similarly %
between 26-35 51% people have own internet while 1% don’t have own internet, 36-45 20%
people have own internet while 2% don’t have own internet, 46-60 8% people have own
internet while 4% don’t have own internet, 61and above 1 % people have own internet,
3%don’t have own internet. Finally we can see that age group 26-35 own maximum % of
internet.
 CHAPTER No- 5
FINDINGS

This chapter presents the findings based on the data analysis. Conclusions are based on
findings and overall observations during the study. The flow of chapter has been
maintained by schedule designed for research. The chapter has divided in to three major
sections- Findings.

GENERAL FINDINGS:

l) Online banking services are used by majority of people in age group of 18-30 years.

2) There is less number of women who used online banking services. Because they are still
unaware about how to use banking services. It also found that financial decision has been
kept in the hands of men counterpart.

3) More students are using online banking services of SBI because bank provided lots of
facilities regarding academic curriculum to them. Government employees also used online
banking services in more proportion for their service purposes .

4) The users of online banking services are educated peoples. Among all, there is more
number of post graduate people who are using online banking services.

5) It was our belief that online banking services basically depend upon the income level of
any person. However, there is no such relationship to start online banking services. Because
there is no any limitations on maintain the balance for online banking services.

6) More number of customers said that they had taken right decision to have online banking
services of BOI because bank provide good and conventional facilities to the customers.

7) It is found that most of the people were using online banking services for time saving
purpose and also to access from any ware any time.
8) Internet banking is more frequently used, Online Service followed by Mobile Banking,
Fund Transfer and Pay Bill.

9) Mostly the are used in the form of intemet banking, rest of the services are feel
unsecured to the customers.

10) It is found that server down is the major problem in online banking services.

11) Customers prefer transactions through online banking services as far as possible.

12) Most of the people used online banking services through their personal computer and
also lap-Top.

13) Those who are educated are using online banking services more.

14) The online banking services mostly popular among the people for internet banking
only.

15)Online banking services help to reduce the cost of fransactions, save time, they are user
friendly, and they can be accessed from any place. All these feathers have positive impact
on the people for using online banking services.

16)Online share trading and Payment of Recruitment fees are not much used by customers.

17) Customers found reliable and flexible to use online banking services of State bank of
India

18)The process of starting online banking services is very flexible and easy to understand.

19) Less number of women use online banking services because they are not dare to take
online banking service.

20)The young generations use online banking services of SBI very effectively.

21)There are no any relationship between annual income and education to use online
banking services.
 CHAPTER No- 6
SUGGESTIONS
• Advertising is not appropriate, as many people are not aware of internet banking
Therefore Hoarding and Boards should be displayed at various prime locations in the
city.
• Timely payment of salary and Promotion of employees will boost their morale.
• All the complaints of Customer should be deal in proper manner because it is the
customer who will give good or bad mouth about bank services.
• Non maintenance & other charges which are very high as compared to other Banks
should be reduced.
• Existing customer should always be informed about the new product.
• Regular connected with customer.
• Proper training of Bank staff to give impressive presentation.
 CHAPTER No- 7
CONCLUSION

Studying the project I came to know that Internet banking is clearly the way forward for the State
Bank of India. It provides comfort to customers at the same time it provides cost cutting to SBI by
eliminating physical documentation. Internet banking saves time of bank as well as those of
customers.

Study states that internet banking provides greater reach to customers. Feedback can be obtained
easily as internet is virtual in nature. Customer loyalty can be gain. Personal attention can be given
by bank to customer also quality service can be served.

Bank should know that No system is perfect, however a system of such a type will need to be very
secure. This is a system which holds account details and customers wealth. If such a system was
not trusted and not reliable, then SBI would face serious laws and would lose business.
 CHAPTER No- 8
QUESTIONNARIES BIBLIOGRAPHY

1. Name of the customers :

Age:
Profession:
2. Do you like E-banking
Yes. No
3. Tick which bank you prefer
A. ICICI
B. SBI
C. SBH
D. AXIS
E. UNION BANK
F. HDFC
G. UTIBANK LTD
H. BANK OF PUNJAB LTD
4. why this bank
a. Service is good
b. They provide security
c. Cheaper service fees
5. Which type of service mostly you use?
a. Balance and transactions history search
b. Transfer fund online
c. Card to card fund transfer
d. Open FD
e. Lock /activate debit cards /ATM
f. Request a cheque book
g. Stop payment
h. Railways pass/ticket
i. Shopping
j. Share payment
6. Services of the bank are
a. Poor
b. Good
c. Very good
7. Do you use the following facility provided by the bank
a. Phone banking
b. Mobile banking
c. Net banking
d. Electronic fund transfer
e. Atm
8. from where you heard about net banking for the 1st time
a. Friend
b. Relatives
c. Magazine
d. Leaflets of the company
e. Bank employee
f. Internet
9. How did you learn to use of net banking
a. Self
b. From website of bank
c. From staff of bank
d. Friend
10. Reason due to you started using net banking
a. It saves time
b. It is safe & secure
c. I can It any where
d. I don’t have time to go to bank
 BIBLIOGRAPHY

Books:-

• SBI Training guide for internet banking

Websites:-

• www.statebankofindia.com

• www.onlinesbi.com

• www.weikipedia.com

• www.eHow.com

• www.Indiatimes.com