“A STUDY ON YONO THE ONE DIGITAL

BANKING APPLICATION OF STATE BANK

OF INDIA”
A
Dissertation Submitted by

SUMIT SANJAYRAO NANDANE

M.B.A. Programmer

Under the guidance of

PROF. SARVESH RATHI SIR

To

SANT GAGDE BABA AMRAVATI UNIVERSITY

AMRAVATI

In partial fulfillment of the requirement

For The Award of Degree Of

MASTER OF BUSINESS ADMINISTRATION

-Through-

Department of Business Administration and Management

H.V.P. Mandal’s College of Engineering & Technology,
Amravati,
2020 – 2022
 Certificate
This is to certify that the dissertation entitled,

“A STUDY ON YONO THE ONE DIGITAL

BANKING APPLICATION OF STATE BANK
OF INDIA”
Submitted by
MR. SUMIT SANJAYRAO NANDANE
In partial fulfillment of the conditions for the award of
degree of Master of Business Administration to the Sant
Gadge Baba Amravati University, Amravati has prepared
under my supervision and guidance.

It is also certified that:

1. The candidate has satisfactorily conducted this
research for not less than one academic year.
2. The dissertation is of sufficiently high standard to
warranties presentation for examination

Prof. Sarvesh Rathi Prof. SARVESH RATHI

(HOD) (GUIDE)

DATE:- PLACE :- AMRAVATI

“A STUDY ON YONO THE ONE DIGITAL BANKING APPLICATION OF
STATE BANK OF INDIA”
A
Dissertation
Submitted By

Mr. SUMIT SANJAYRAO NANDANE

M.B.A. Programmer

Under the guidance of

Prof. Sarvesh Rathi Sir

To

SANT GADGE BABA AMRAVATI

UNIVERSITY AMRAVATI
In partial fulfillment of the
requirement For Award of the
Degree Of
MASTER OF BUSINESS ADMINISTRATION

-Through-

The Head

H.V.P. Mandal’s College of Engineering & Technology, Amravati

2020-2021
 DECLARATION

I Mr. Sumit Sanjayrao Nandane declare that the dissertation entitled

“A STUDY ON YONO THE ONE DIGITAL BANKING
APPLICATION OF STATE BANK OF INDIA” is the result of my
research work and that the same has not been previously submitted to
any examination of this or any other university.

Sumit Sanjayrao Nandane

M.B.A. Programmer

Department of Business Administration &

Management

H.V.P. Mandal’s College of Engineering & Technology,

Amravati.

Date: / / 2021 Place:

Amravati
 ACKNOWLEDGEMENT

I take this opportunity to express my profound

gratitude and deep regards to specially Dr. A.B.
Marathe, (Principal H.V.P.M’s C.O.E.T,Amravati),
Prof. S.S.Rathi (Head, Department Of Business
Administration &Management, H.V.P.M’s

C.O.E.T, Amravati)

I specially thank to my guide Prof. Sarvesh Rathi Sir

for the exemplary guidance, monitoring and
constant encouragement throughout the course of
dissertation. The blessing help and guidance given by
him time to time shall carry me a long way in the
journey of life on which Iam about to embark.
Lastly, I think almighty, my parents, teacher,
friends, and all otherswho directly or indirectly help
me in this project for their constant encouragement
without which this assignment would not be
possible.

My thanks and appreciations also go to my

colleague in developing the project and people
who have willingly helped me out with their
abilities.
 A
Synopsis
On
“A Study on YONO The one Digital Banking Application of State Bank of
India.”
Submitted By
Sumit Sanjayrao Nandane
MBA 2nd year [Finance]
Under the Guidance of
Prof. Sarvesh Rathi
To
Sant Gadge Baba Amravati University, Amravati.
In Partial Fulfillment of the requirement for the award of Degree of
MASTER OF BUSINESS ADMINISTRATION

Through the Head of

Department of MBA
HVPM College of Engineering and Technology, Amravati,
2021-2022
TABLE OF CONTENTS :

Sr. No. Contents Page No.

1 Introduction 3 - 14

2 Company Profile 14

3 Review of Literature 15 -21

4 Statement of the Problem 21

Research Objectives
1] Research Methodology
5 22 - 23
A] Introduction
B] Research Design
Data Analysis and Interpretation
6 1] Scope of Research 24 -58
2] Limitation of Research

7 Chapterisation 58

8 Bibliography 59

9 Questionnaire 60 - 67
1] INTRODUCTION
Retail banks in India are suffering from a problem customer attrition. While acquitting new
customers is one big challenge, retaining them is another equally big challenge. With the ease
of opening and closing financial product accounts, customers are flying to whichever institution
is offering them the best deal. State Bank of India (SBI) is India's largest bank with a 22.8%
market share by deposits, a 19.6 percent market share in credit advances, and 29 percent share
in debit card spends as of March 2020 (SBI, 2020). It has a 200-year legacy and is part of the
Fortune Global 500.
SBI underwent a momentous transformation phase of its technology management (Narasimha
Rao, 2013) and had a digital makeover around 2016. SBI underwent through various phases of
digital banking from SMS transaction alerts to IMPS and then with various mobile phone
banking apps. (Devi, 2018).
The State Bank of India is an Indian Multinational, Public Sector Banking and Financial
Services statutory Body. It is a Government Corporation statutory body headquartered in
Mumbai, Maharashtra. State Bank of India is ranked as 216th in the Fortune Global 500 list of
the World’s biggest corporations of 2018. It is the largest bank in India with a 23% market
share in assets, besides a share of one fourth of the total loan and deposits market. State Bank
of India provides a range of banking products through its network of branches in India and
overseas, including products aimed at Non Resident Indians [NRI’s]. State Bank of India has
16 regional hubs and 57 zonal offices that are located at important cities throughout India. State
Bank of India has over 24000 branches in India. In the financial year 2012-2013, Its revenue
was Rs 2.005 trillion, out of which domestic operations contributed to 95.35% of revenue.
Similarly, domestic operations contributed to 88.37% of total profits for the same financial
year.
Merger is no longer considered as a strange word by the people or companies in the world at
large. Nowadays it has become a common term in any industry. A merger usually means two
or more firms combining themselves to form an even more powerful and larger firm. Thus the
organization formed may be regarded as the product created with all the features of those small
inputs. In simple term, merger means a process whereby two or more companies belonging to
similar industry join together and restart working with one of the merged company’s name as
a complete legal entity.
State Bank of India is considered as India’s largest bank with its headquarters in Mumbai and
is how widespread with a large number of branches across the country. State Bank of India is
the largest public sector bank providing banking and financial services to its customers. State
Bank of India had a network of its subsidiary banks formed earlier in various province of the
country. All of these subsidiaries were merged with State Bank of India gradually. But the
biggest merger in the history of Indian Banking Sectors took place recently when State Bank
Of India merged itself with its five associate banks which include State Bank Of Bikaner &
Jaipur, State Bank of Mysore, State Bank of Hyderabad, State Bank of Travancore and State
Bank of Patiala and with the BharatiyaMahila Bank, which had been considered as the bank
exclusively for women. The Merger has been discussed and criticized for so long from the
point of view of customers, employees, etc. and nowadays, where competition exist even in the
banking industry, State Bank of India is regarded as one of the responsible and trustworthy
bankers by the general public of India, and the Indian banking industry has improved a lot from
task-oriented approach to customer centric strategy.
Nowadays e-banking is the popular technology used by banks. E-Banking is spreading rapidly
in public and private sector banks of India. They are delivering their traditional products as
well as designing and developing new products to encourage customer participation in E-
commerce Retail banks in India are suffering from a problem customer attrition. While
acquitting new customers is one big challenge, retaining them is another equally big challenge.
With the ease of opening and closing financial product accounts, customers are flying to
whichever institution is offering them the best deal. State Bank of India (SBI) is India's largest
bank with a 22.8% market share by deposits, a 19.6 percent market share in credit advances,
and 29 percent share in debit card ISBN: 979-8-576-29351-3 22 spends as of March 2020 (SBI,
2020). It has a 200-year legacy and is part of the Fortune Global 500. SBI underwent a
momentous transformation phase of its technology management (Narasimha Rao, 2013) and
had a digital makeover around 2016. SBI underwent through various phases of digital banking
– from SMS transaction alerts to IMPS and then with various mobile phone banking apps.
YONO is offered as a smartphone app for both Android and iOS. YONO is a major initiative
of the bank and would be available as Omni channel application. Apart from the digital banking
products and services, the application will provide online marketplace which will be a single
touch point for SBI customers to access wide range of “BEYOND BANKING” products from
multiple businesses to customers E-Commerce merchant partners. This will include online
purchase of retail, travel, daily, fashion and lifestyle needs as well as availing various online
services. Online marketplace which also provides personalized offers to the users. It will be a
business to customer platforms where the number of merchant will be ramped up over a period
of time.
YONO offers services from over 100 E-Commerce companies including online shopping,
travel, planning, taxi booking, and online education and offline retail. YONO also offers
conventional mobile banking services such as bank account opening, fund transfer, cashless
bill payments and loans. The smart phones app can be used to make ATM withdrawal.
The launch of YONO had a code name project Lotus. The YONO is developed by IBM and
launched in around 13 months. The cost of development was expected around Rs. 4000 Crore.
YONO was launched on Friday 24 November 2017 by Aurn Jaitely, the former Finance
Minister of India.
YONO Cash :
YONO Cash is a feature of the “YONO SBI” app where we can withdraw money from SBI
ATM’s without using ATM or Debit Card. YONO Cash is a feature attached to the YONO SBI
Application which can be found under the head of YONO Pay. It is very simple and safe to
use. Anyone who uses smartphones can use this feature. YONO Cash is facility provided only
by SBI, so for withdrawing the money, we will need to visit a SBI ATM and not any other
ATM. The SBI ATMs with the YONO Cash facility are known as the YONO Cash Point’.
1.1 ] INTRODUCTION OF INTERNET BANKING
Internet banking is one of the latest emerging trends on the Indian banking Scenario. Usage of
internet banking, though present in India was rest restricted to foreign banks. Today most of
public sectors banks branches in metros and cities, have computerized front office operations
(customer transaction) and their back office operation and information management system are
also increasingly getting computerized and integrated. However, it may be noted that the
traditional ‘brick and mortar’ banking with manual system does continue to prevail in most
banks’ rural branches in urban areas too, most of the urban co-operative banks continue to use
the manual system of banking. The article studies the comparatively study of real banking &
Internet banking in India and its role in fostering relationships with customers and giving them
more value. The proposed study includes the customer satisfaction towards E-Banking, merits
and demerits of real. A Comparative Study of Customer’s Satisfaction towards E-Banking
banking and Internet banking. This work will also include the comparative study of internet
banking and real (Traditional Banking) banking. Results have shown that Internet Corporation
(banking) can produce financial rewards for the organization.
1.2] EVOLUTION OF INFORMATION TECHNOLOGY IN BANKING SECTOR
Indian banking sector opened its door for computerized applications and development of
communication network basically due to the absolute compulsion and necessity to cope up
demand from its customers from different countries. Increasing number of bank branches,
growing volume of banking operations, problems inherent in manual system and increasing
incidence of frauds made it imperative for banks to signal favourable response for the need of
hour. During the first phase of introduction of computer applications in banking, around 4776
Advanced Level Posting Machines (ALPMs) and 233 minicomputers have been installed. In
1993, employees of banks signed agreement with management regarding computerisation of
banking industry in India. Committee headed by C. Rangarajan had given landmark reports
strongly recommending the Information Technology applications in banking business.
1.3] GROWTH AND DEVELOPMENT OF E-BANKING IN INDIA
E-banking involves consumers using the Internet to access their bank account and for
undertaking banking transactions anywhere in the world. At the basic level, internet banking
can mean setting up of a web page by a bank to provide information about its product and
services. At an advanced level, it may involve provision of facilities like accessing accounts,
transfer of funds, buying of financial products or services online. This is known as
‘transactional’ online banking (Sathye, 1999).

1.4] DESIGN AND EXECUTION OF RESEARCH

Nowadays e-banking is the popular technology used by banks. E-Banking is spreading rapidly
in public and private sector banks of India. They are delivering their traditional products as
well as designing and developing new products to encourage customer participation in E-
commerce Retail banks in India are suffering from a problem – customer attrition. While
acquitting new customers is one big challenge, retaining them is another equally big challenge.
With the ease of opening and closing financial product accounts, customers are flying to
whichever institution is offering them the best deal. State Bank of India (SBI) is India's largest
bank with a 22.8% market share by deposits, a 19.6 percent market share in credit advances,
and 29 percent share in debit card ISBN: 979-8-576-29351-3 22 spends as of March 2020 (SBI,
2020). It has a 200-year legacy and is part of the Fortune Global 500. SBI underwent a
momentous transformation phase of its technology management ( Narasimha Rao, 2013) and
had a digital makeover around 2016. SBI underwent through various phases of digital banking
– from SMS transaction alerts to IMPS and then with various mobile phone banking apps.
(Devi, 2018).
The invention of Internet & web technology has given birth to so many new concepts in
Business
YONO (You Only Need One) is an integrated digital banking platform offered by State Bank
of India (SBI) to enable users to access a variety of financial and other services such as flight,
train, bus and taxi bookings, online shopping, or medical bill payments.
YONO is offered as a smartphone app for both Android Launched on 16-03-2019, YONO
Cash is a unique feature available in the YONO platform (both on the App as well as the online
portal). It enables an account holder to withdraw money instantly from any of the SBI ATMs
and most of SBIs Merchant POS terminals or Customer Service Points (CSPs) within India
without using any physical card or filling up any physical withdrawal slip.
The YONO user simply needs to login to the YONO platform and use the YONO Cash feature
to generate a reference number and create a dynamic PIN for the cash withdrawal. Customer
can then use the same to complete the transaction and withdraw/obtain the cash from any of
the channels i.e. ATM, POS terminal or CSP.
➢ The solution is unique because of multiple reasons.

It is Convenient: It enables customers to withdraw cash from ATMs, POS or CSPs even if
they forget their wallets at home and only carrying their phone. The YONO Cash transactions
are counted over and above the ATM withdrawal
It is environment friendly: Total elimination of plastic cards.
It is Secure: Eliminates most of the risks associated with physical cards like no risk of shoulder
surfing, no card trapping, no card skimming risk, no lost card/pin. The PIN is generated
dynamically for every transaction. SBI YONO stands for You Only Need One. This is a digital
banking app launched by the State Bank of India (SBI) to be a one-stop solution for banking,
lifestyle, insurance, investment, and shopping needs. Various actions can be done through this
app including applying for loans, opening a savings account instantly or even shopping online.
SBI YONO provides the largest range of products and services on the move. This app is
designed for a unified and seamless experience.
YONO SBI allows you to book IRCTC tickets, use UPI to transfer money, buy movie tickets,
banking, shopping, Travel, bill payments, Recharge, Invest and more. YONO SBI, the new
mobile banking service from SBI is an evolution of trusted banking experience that introduced
stable digital products like SBI Anywhere and SBI Net Banking to India.
YONO SBI App puts all the banking and financial needs at your fingertips. YONO SBI App
enables you to experience digitally for all your day to day needs, right from your comfort.
Download YONO SBI now and experience its best-in-class features that are listed below.
• The largest shopping market in India – Whether its grocery, electronics, booking your
flight/train tickets or your next holiday, YONO SBI has covered you for all your needs.
 • By using the simple user interface of the app you can perform basic banking operations
such as checking your balance, making a fixed deposit, adding beneficiary etc.
• Instant transfer up to Rs. 10,000/- to the newly added beneficiary
• Get registered with YONO SBI App and meet all the State Bank bodies (Credit Cards,
Life Insurance, General Insurance, Travel Insurance, Accident Insurance, SIP, Mutual
Funds or Investments), under one roof.
• Get a summary of your expenses with the intelligent spend analysis, which identifies
and classifies your transactions automatically.
• Get instantly pre-approved personal loans up to Rs 5 lacs without any paperwork.
• Get overdraft against Fixed Deposit with a single click
• Using the goal-based deposit plan to make your wishes come true with regular savings.
• Request for cheque books, ATM cards/debit cards or utilize the emergency services to
change ATM PINs, block ATM cards/debit cards via YONO SBI app.
• Use your internet banking credentials when you have an account with SBI to sign up
and log in to witness the convenience YONO SBI brings to your life. In case you do
not have credentials for internet banking, you may use your debit card to generate a
temporary internet banking password. After signing in you can manage and experience
the benefits of YONO SBI App at your fingertips.

➢ Mobile banking and State Bank of India.

More than two centuries earlier, when the Bank of Calcutta came into existence in 1806, the
state Bank of India (SBI) was laid. In the developing years of growth and development, the
Bank's sector has been limited to the discounting, retention of cash and savings accounts,
issuance and delivery of Rs-limited cash notes and lending. Just one lakh. Since then SBI has
rapidly extended its company, services and customer base. Just nine purchases are rendered in
branches out of 100 transactions at SBI. Although transactions at ATMs were approximately
55% during demonetization, they are now approximately 30%. Mobile banking has risen to
55% now. There are various types of mobile banking, viz. via SMS, USSD and mobile apps.
Some of the banks like SBI, have incorporated services like loan approval and linking of
insurance policy in their mobile banking apps.
Core elements of the Digital proposition
• One view for customer of all wealth and financial assets
 • 100% digital experience, eliminating need to visit branches
• All financial products of SBI group on a single platform
• Digital on boarding of customers through e-KYC and biometric authentication
• Providing customers financial calculators, comparison tools and life event-based
targeting
• Big data analytics to target financial products such as insurance, cards, securities etc.
to specific customer segments
• Personalization of offers with intelligence engine for giving targeted offers
• Online store for customers to fulfill their lifestyle needs.
• Customer segmentation on demographic and financial parameters
• Predictive analytics for search, wish list and offer management.

❖ How to Download and Use SBI YONO App?

The YONO app launched by SBI can be downloaded from Google Play Store on all the Android
based phones and it can be even downloaded from Apple app store on iOS platforms. After
downloading the user can register and start using the YONO app.
The following is the registration process for SBI YONO App
Step 1: First log into SBI YONO app.
Step 2: Now use the internet banking option for the registration process or the user can even
enter their account details.
Step 3: Enter the account details including your ATM card number, followed by ATM PIN
and click on ‘Submit’ button. If the user has opted for internet banking, then they will have to
enter their internet banking username followed by password.
Step 4: Now give consent to use MPIN by accepting the given terms and conditions, proceed
further and click on ‘Next’
Step 5: Choose an MPIN and enter the same. An OTP will be sent to your mobile number now
enter the same and click ‘Next’.
Step 6: The user has now successfully registered and can now explore and use the SBI’s
YONO app.

(Note: At the time of registration process, the existing SBI customers can use their respective
SBI online login credentials to register on the app. For subsequent logins, one can use MPIN
or login using the user ID.)
 ❖ Procedure to Open an Account using SBI YONO App :-

Step 1: First login to the SBI YONO app which is downloaded in your mobile phone.
Step 2: Now click on ‘Open New Digital Account’ option and choose either one of the given
options – ‘Digital Savings Account’ or an ‘Insta Savings Account’.
Step 3: Post choosing the required type of account you prefer to open, click on ‘Apply Now’
option
Step 4: Proceed further and click on ‘Apply New’ option and read the production information
which appears on your phone. Then click on ‘Next’ option.
Step 5: Fill in the details of your Aadhaar card and PAN Card. Now enter all the relevant
details like email id, mobile number, referral code (optional).
Step 6: Accept the privacy policy after reading it carefully and then click on ‘Submit’ button.

❖ How to Transfer/Send Money using SBI’s YONO app?

Step 1: First log into the SBI YONO app in your mobile phone.
Step 2: Now go to the home screen and clink on the ‘Fund Transfer’ option
Step 3: Proceed further and select a beneficiary and enter the required details followed by
transaction amount.
Step 4: Now authenticate the transaction using MPIN
Step 5: You will get a message of successful transfer of money to the beneficiary using the
SBI’s YONO app.

❖ How to withdraw cash from SBI ATM using YONO app (without a Debit Card)?

Step 1: First go to the nearest ATM or YONO cashpoint in your locality.

Step 2: Now log in to the YONO App using the PIN
Step 3: Proceed further and go to the YONO Pay option
Step 4: Now select YONO cash
Step 5: Raise a request for cash withdrawal
Step 6: You will be receiving a 6 – digit verification number (it will be valid for 30 minutes)
Step 7: At the SBI ATM or YONO cash point, choose ‘Cashless Withdrawal’
Step 8: Now use the verification number which you have got through the app as your PIN.
Also enter your respective YONO app’s PIN.
 ➢ YONO SBI Loan

It's more satisfying to get an SBI account nowadays. You can use 24 * 7-based pre-approved
Personal Loans instantly via the YONO app in only 4 taps, at your convenience. Currently, this
loan is being provided to a range of customers who are pre-selected by SBI on some pre-defined
criteria.
Features of YONO SBI Loan
• The loan is triggered with a minimum processing fees
• You can get the loan with instant processing facility provided by SBI
• No paperwork is required to get the loan
• Get 24X7 convenience right from your comfort.

❖ Process to apply for YONO SBI Loan

• Open the YONO SBI App and log in with your 6-digit MPIN or User Id.
• Tap on "Loan" option and you will see a pre-approved loan and its details according to
your CIBIL score.
• You can also set the loan amount and tenure according to your choice, tap on "Next" to
proceed further.
• Now you will see your account number and select the EMI due date by which the EMI
will automatically deduct from your account as per your selected date.
• Tap on "Next" and you will be redirected to the "Terms and Conditions" page, accept
the T&C and tap on "Confirm"
• Once done your request will be submitted to the bank and you will get your selected
loan amount on your account number within some minutes.

➢ Card less cash withdrawal with SBI YONO

SBI has launched YONO Cash to allow card less cash withdrawal through the YONO app
to reduce the threats of skimming and poaching. Cash withdrawal process at ATM may be
risk full sometimes due to skimming and cloning threats, where muggers put a compact
tool, known as a skimmer, on an ATM card swiping mechanism that copies the details
encoded on the magnetic strip of a card while you swipe your card in a swiping machine to
perform a transaction. To eradicate the threats of skimming and cloning, SBI YONO the
country’s leading commercial bank has introduced YONO cash to enable card less cash
 withdrawal via the YONO App which can be downloaded from Android and IOS platforms.
By installing the YONO App, users have to enter a six digit YONO cash PIN to initiate the
cash withdrawal process which is a seamless omni-channel experience too. After initiating
the cash withdrawal process you will get a six digit reference number for a transaction on
your registered mobile number via SMS, which you need to use within 30 minutes along
with the PIN at your nearest YONO cash point to withdraw the cash.

❖ Process to withdraw cash through SBI YONO:

• Download the SBI YONO app and use your SBI Account credential to log in.
• Now set a six digit YONO cash pin and you will get a six digit reference number in
your registered mobile number after triggering the cash withdrawal process.
• Now within 30 minutes of receiving the reference number visit your nearest YONO
cash point and withdraw the cash amount by using the reference number and YONO
cash pin.

2] COMPANY PROFILE
The State Bank of India is an Indian Multinational Banking and Financial Statutory body. It is
a government corporation statutory body headquartered in Mumbai, Maharashtra. State Bank
of India is ranked as 216th in the Fortune Global 500 list of the world’s biggest corporation of
2018. It is the largest bank in India with a 23% market share in assets, besides a share of one-
fourth of the total loan and deposits market.
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. The Government of India took control of the Imperial Bank of India in 1955, with
Reserve Bank of India (Central Bank of India) taking a 60% stake, renaming it the State Bank
of India.
3] REVIEW OF LITERATURE
A literature review is a survey of scholarly sources on a specific topic. It provides an overview
of current knowledge, allowing you to identify relevant theories, methods, and gaps in the
existing research.
Suresh [2017] 14, this study focused on changing consumers behaviour for mobile banking
services in India. Mobile Banking is the latest and most innovative service offered by the banks.
The purpose of the study is to investigate determinants of Mobile Banking adoption based on
an individual’s benefits and costs of adopting mobile banking. The main factors that determine
the customer satisfaction of mobile banking in India are security, efficiency, cost effectiveness,
easy demand fulfilment and correctness in results. It aims to analyse the customer response and
customers satisfaction of mobile banking through these factors. Mobile Banking is one of the
alternatives in e-channels available to customer for quick and efficient of service at any time
of the day and from anywhere to use. Banks can also use to unable the banking for increasing
the efficiency of their staff creates a platforms. Finally this paper an endeavour has been made
to explore the consumer satisfaction of the new electronic payment service as mobile banking
and the factors influencing the adoption of mobile banking services.
According to Chugh (2013), The RBI Operative guidelines indicate that only those banks
which are licensed and supervised in India and have a physical presence in India will be
permitted to offer Mobile banking services. The Following section contains a list of studies
conducted in the area of Mobile Banking both worldwide and in India. The reviews are
presented in a chronological order.
Roger’s (1995) innovation diffusions models which has used attributes like compatibility,
complexity, relative advantage has been used in their study. The findings indicate that
compatibility, relative advantage, ease of use has significant effect on attitude to adopt Mobile
Banking Services. An important suggestion made by them is to reduce complexity to increase
Mobile adopters. The customers will have a positive belief about the relative advantage of
Mobile Banking only if they have a favourable attitude towards adopting Mobile Banking
Services.
Sharma and Singh (2010) in their study have found that Indian Mobile banking users are
specifically more concerned about security issues like financial frauds, misuse of account ,ease
of use, difficulty in recollecting the codes and passwords for different transactions, software
installations and updates.
Further Vyas (2009) predicts great Mobile banking potential in Indian banks as Indian banks
will aim to target online banking users without regular access to internet but are very likely to
own mobile devices. This report of Vital Analytics recommended huge potential of Mobile
banking in India, as the study found that checking account balance is the most frequently cited
reason by urban Indian customers' for using Mobile banking. This report has found that 40
million Urban Indians used their mobile phones to access their bank account balances followed
by accessing last three transactions.

According to Astha (2009), Mobile banking is a new invention for untapped demand of the
customers especially for the economically weaker section. They have suggested for Mobile
banking regulation to avoid risks as regulation will reduce the risk level. Mobile banking is a
part of new banking dimension i.e. branchless banking to make any bank digital which has
great potential to extend the distribution of financial services to people who are not reached by
traditional bank branch network.

Sadi and Noordin (2007) have studied cost as an attribute and they found out that perceived
cost has negative relation with the intention to adopt Mobile banking services. This study
recommends that pricing and creative promotional strategies, including cost reduction should
be executed to attract more price-conscious customers.

Sudhakar A. M., Suryanarayana, (2007) in their study have said that common man's life has
gone through a sea change due to mobile penetration which has in turn put a major thrust on
Banking service sector of India. The status of Mobile banking in India and other countries with
emphasis on data standards and security and its implication on banking sector has been
discussed in detail. Further they have also said that a revolutionary approach to banking
transactions is witnessed with the launch of Mobile banking services that has created a strong
connectivity between the banks and the customers in terms of minimal time and transaction
cost.

Tiago Oliveira, (2017), in their paper reviewed literature of various empirical studies on
mobile banking (m-banking) suggesting that the research on m-banking reception and
behavioural intention lead the majority of researcher, there are very few studies found on post-
adoption.

Shaikh et al. (2015) in his paper said that E banking continues to have a great effect on the
international business environment, but technological changes have more focus on mobile
computing, the wireless Web, and mobile commerce. It is found that mobile banking has come
up as a significant distribution channel, with lot of research dedicated to its adoption. The
findings showed that the m-banking implementation literature is not proper. The study provided
many suggestions for continued research in the area of mobile banking

komal Singhlap (2012) in his book wrote regarding the IT revolution in banking. The book
showed the analysis on the ATM, Credit Cards, Mobile Banking as improved facility for E
banking. These mechanisms of E-Banking were to know the customer pleasure and the
problems related with each. Book also focused on the various E-banking services given by
these banks and also the predictions and problems associated with E-Banking.

V. Raja, Joe A. (2012), using the secondary data, in the paper studied the various levels of E
banking services provided by banks. It also compared the traditional banking systems with E-
banking. The paper raised the different advantages of E Banking and the successful security
measures adopted by different banks for secured banking transactions

Ahmed S. M, Shah J. R., Md. A. I., Samina M., (2011),the study unfolded that 61 %
respondents says that E- Banking saves time than traditional banking, the highest use mobile
banking was found for Air-time top-up service, respondents also found the E - Banking more
costlier than the traditional banking‘. This is also found that concept of E banking is new in
Bangladesh but has a high scope for future.

According to Rao&Prathima (2013). Indian banks offering m-banking services still have a
long way to go but there is huge potential of Mobile banking in India.

Benamati, J.S. and Serva, M.A. (2011) in their study have suggested that banks can study the
profile of the customers to understand and identify who are the real customers. This will aid in
understanding the factors that influence their purchasing behaviour and the challenges faced
by them during online transactions. Some of the determinants of consumer adoption of Mobile
banking are individual acceptance of new innovation or technology, motivation, demographic
profile, issues of hacking, the integrity of the password been used, data encryption and personal
protection of information. They have also said that previous experience in related technology
is another important factor that influences customers in developed countries.

According to Chaipoopirutana, Combs, Chatchawanwan and Vij (2010); Lin (2010) there
are many challenges faced by the Indian banks like increasing the Mobile banking user
database like Handset operability, Security. Scalability. Application Distribution etc. This
innovative technology is very complex to accept and adopt and researches carried out indicate
that these services should be made user friendly as the Indian population is not very well versed
with this upcoming technology.

Samudra and Phadtare (2006) in their study used the UTUAT model to examine the adoption
of Mobile banking services in Pune city and have suggested that Mobile banking services
should be promoted to middle level managers whose salaries are in the range of 1-6 lac and the
age group is 25-30. The reason cited in their study is this is the most active age groups of 3G
mobile. They have used five factors of UTUAT model to study the adoption of Mobile banking
such as Effort expectancy, Performance expectancy, facilitating conditions, Social Influence,
and Voluntariness. Facilitating conditions is also another major factor that influences Mobile
banking adoption in this study.

Prerna and Preeti (2006) in their study explored the barriers in adoption of Mobile banking
services in Indore city. They further focused on preferred services by the Mobile banking
customers and influence of demographic variable on Mobile banking service adoption. The
study adopted cross section descriptive design and data collected was subject to frequency
analysis, Product moment correlation and one way Kolmogorov-Smirnov test. Findings
suggest that the major barrier in adopting Mobile banking services is customers' security
concern. As far as preferred services are concerned checking the account balance is the most
used service,

Goyal, Pandey and Batra (2005) in their study evaluated perceptions and opinions of urban
Mobile banking users. A cross sectional descriptive design was adopted with ad-hoc quota
sampling for this purpose and sample comprised of 50 Mobile banking users and 50 non-users
of Ghaziabad city, India. Findings indicate that mobile handset operability is an important issue
in Mobile banking, due to availability of various handset models (supporting different type of
technology) in the market.

According to KucharaVarsha (2005) Convenience, security, easy to maintain banking

transaction, curiosity, better rate and low service charges are major factors responsible for
internet banking. The study found out that 50 per cent of respondents agreed that internet
banking is convenient and is definitely a flexible way of banking and has various transaction
related benefits.

Devadevan (2005), in his study identifies the mindset and analyses the security issues in
Mobile banking among the banking customers in India. Primary data was collected from 65
respondents using online questionnaire in this study. Secondary data was also used from the
website of Telecom Regulatory Authority of India (TRAI). The findings indicate that most of
the respondents are using online banking facility from their respective banks. However around
25per cent of customers are using Mobile banking and remaining 75per cent are not. The
majority of the online banking users are comfortable without using the Mobile banking facility
and they are also interested to test the facility. The rapid technology development in Mobile
technology like 2G, 3G, and 4G has become major challenges for banks and it was found that
customers also feel there are chances of misuse in Mobile banking due to mobile handset theft.

Nitin, Vikas and Nancy (2003) explored the factors that influence the adoption behavior of
Mobile banking services by Indian consumers. This study also discusses the various steps that
Mobile banking providers should take to increase their Mobile banking services user's
database. The study found that trust, perceived ease of use and perceived cost are some of the
important factors that influence the adoption behavior of Mobile banking services by Indian
consumers. The study further suggested that banks should create awareness about the Mobile
banking services through Advertisements, Pamphlets, Demo Fares, and Campaigning etc. to
create interest among them. The study also found that customers will adopt Mobile banking if
they understand and find it easy to use.

Singh Shamser (2003) examined the adoption and impact of Mobile banking on customers of
different banks located in Delhi. A survey opinion of 200 customers was conducted. ANOVA
and Factor Analysis have been used and there were five factors identified; Security/Privacy,
Reliability, Efficiency, and Responsiveness on the basis of understanding of customer's
perception regarding Mobile banking. Results indicate that the demographic factors can have
significant impact on the customer perception.

Martin Kweyu(2013), this study attempts on factor analysis of customers perception of mobile
banking services in Kenya In this study investigated factors that influence the adoption of
mobile banking services in Kenya. In particular we have shown empirically that the influence
of the intervening demographic factors and the consumer perception may have differential
impact in emerging markets compared to developed market situations. This study results
indicated that there was no significant difference in the perception of ease of use and risk of
use between genders in the decision. The major findings of the study will therefore provide the
financial industry with a better understanding of the factors underlying consumer adoption of
mobile banking services.
Lalitha Balakrishnan (2016), this study also revealed on factors affecting mobile banking
services-An empirical study on adoption of mobile banking mode of services, presently the
Internet technology has brought the third revolution to this world. The banking sector has been
upgrading their services with the use of technology from time to time like introducing the ATM
- Automatic Teller machine which took more than a decade to get popular and the phone and
net banking took half 16 the time of ATM. In this study identifies mobile banking technology
which is the third era of technology of banking sector after phone and net banking and
comparatively its growth is phenomenal when compared to the first two eras. Even in India the
Mobile Banking is growing fast because of the world's largest subscriber base in mobile sector
after China.

Prerna Sharma (2012), this study was conducted on mobile banking in India: barriers in
adoption and services preferences. He revealed in his study mobile banking is growing yet
there are numbers of issues and threats in mobile banking system and the major problem of
mobile banking is its non-adoption by the customers and also research focuses on the barriers
in adoption of mobile banking. It further focuses on preferred services by the mobile banking
customers and influence of demographic variable on mobile banking service adoption. A cross-
section descriptive design was adopted and data collected was subject to Product moment
correlation, one-way Kolmogorov-Smirnov test and frequency analysis. Finally this study
suggests that customers' security concern is the major barrier in adopting mobile banking
services and also preferred services are concern balance check tops, as customers prefer
information based services rather than financial services provided by the bank.

Mahmood Jasim (2014)11, this study conducted on the factor influencing customer usage of
mobile banking services in Jordan. This current study seeks to determine the factors that affect
the acceptance of the use of mobile banking services from the viewpoint of customers. These
factors are divided into two groups in terms of their impact; the first represents the motivating
factors that drive customers to use mobile banking services. The major findings provided
support for the model of the study. The design and development of this questionnaire was based
on an initial pretested survey distributed to a sample consisting of (56) customers of Jordan
Banks. Finally this study result is acceptable as the member's .All the hypotheses regarding the
impact of the factors included in the study on usage of mobile banking were supported and
hypotheses of the study have been accepted, indicating the positive impact of the motivating
factors on the usage of mobile banking services.
4] STATEMENT OF THE PROBLEM
Bank has become inevitable part of our daily life. People make use of wide variety of services
offered by the banks irrespective of their age, level of status, education, etc. It is incredibly
convenient and powerful tool, letting customer’s to do everything the customer want with the
accounts at click of a mouse. Online banking is totally easy thing to do. In the comfort of
customer’s home or office, customers can do whatever monetary transaction they want to do.
The services and various features of the bank are always available in 7 days a week and 24
hours daily. The most interesting thing here is that everything can happen by one click of the
mouse. It is also stress free, because it never closes unlike traditional banking that has cut off
time. The research problem of the study is “To measure the level of effectiveness of YONO
App, identify the significance of App in current scenario and also analyse the factors motivating
customers to use the YONO App”.

5] RESEARCH OBJECTIVES
o To analyse factors motivating customers to use the YONO App.
o Measure the level of effectiveness of YONO App.
o Identify the significance of the App in current scenario.
o To determine the level of awareness of the customers of State Bank of India, Nawathe
branch towards ‘YONO’ services.
o To determine the customers satisfaction towards the services of ‘YONO’ application.

5.1] RESEARCH METHODOLOGY

Introduction: Research methodology is a way to systematically solve the problem. It may be
understood as a science of studying how research is done scientifically. In fact, research is an
art of investigation. Research comprises defining and redefining problems, formulating
hypothesis, or suggesting solution, collecting, organizing and evaluating data, making
deductions and reaching conclusions. Research methodology is a blue print of the researcher
study and tells the researcher how to study people and describes the social setting of
respondents. We can also say that methodology section make easy for the researcher to know
the desire study and how to do it.
Objective:
1. To study public sector banks from the e-banking perspective.

2. To assess the customer’s and bank employee’s satisfaction level with the current
banking facilities.

3. To find the most important factor that is inducing people towards YONO

4. To understand the benefits of e-banking as compared to traditional banking, in terms

of cost, efficiency, time, secrecy, speed, convenience and quality of service and
from both the customer’s and the employee’s perspective.

5. To study the features of Digital Banking App of State Bank of India – the YONO
SBI.

6. To make suggestions and recommendations based on end-user experiences and

requirements.

Purpose:

The significance of the research lies in the application of the YONO for the ease and safety of
the transaction. The comparative study would help out to generate a real picture of the E
banking. It would also help to evaluate the different YONO services of the banks, the
satisfaction level of the users of e-banking services. The result of the study would help to get
the customer‘s perception towards the E-banking service and the different factors helps in
evaluating e-banking services. To study would also help to learn about the new trends in e-
banking services. On the basis of the findings a suitable recommendation for improving the
new trends of e-banking would also be provided and the Comparison between the E banking
products and services provided by SBI. Descriptive research was conducted to study the
respondent’s awareness towards YONO the one digital banking of SBI.

The Data collected from the various sources have been suitably classified and tabulated to suit
the purpose of the study. Suitable statistical and mathematical methods and chart and tables are
used to illustrate and compare collected data.
 DATA ANALYSIS AND INTERPRETATION

The questionnaire was designed by incorporating close ended questions on awareness,

familiarity uses, etc. A set of questions 5 point likert scale were used for measuring the
customer satisfaction towards the services.
Sources of Data Collection: Data required for the study are collected from primary.
o Primary Data: The structured questionnaire is used to collect primary data.
o Secondary Data: Data already available from published books and from different
websites.

Tool of Analysis: The data collected from various sources have been suitably classified and
tabulated to suit the purpose the study. Suitable statistical and mathematical methods and charts
and tables are used to illustrate and compare collected data.
Sample Design: In this study, researchers spread out 150 questionnaire to the customers of
State Bank of India, Nawathe Branch, by using convenience sampling technique but it turned
out that only 100 questionnaire were returned. So these 50 respondents became the research
samples.
o Sample Unit, Size and Techniques: The sample size of study is 100 customers of State
Bank of India who are using the service of YONO Application. Convenience sampling
method is used for selecting respondents.
 DATA INTERPRETATION

1. Age of Respondents

Table 5.1: Age Group wise Respondents

Response Respondents Percentage

15 – 18 8 7.9%

18 – 25 78 77.2%

25 - 35 12 11.9%

35 - 50 3 3%

Graph 5.1: Age Group wise Respondents

Analysis and Interpretation:

According to above table and graph, In this study 7.9% people are from 15-18 Years Age group,
77.2% peoples are from 18-25 years Age Group, 11.9% peoples are from 25-35 Age group,
and 3% peoples are from 35-50 years Age group. So according to this survey it is clear that 18-
25 years use this application more than others.
 2. Peoples who are familiar with Internet Banking Facility Provided by SBI

Table 5.2: Respondents who are familiar with Internet banking facility provided by
SBI.

People’s Response Respondents Percentage

Yes 92 91.1%

No 9 8.9%

Graph 5.2: Respondents who are familiar with Internet banking facility provided
by SBI.

Analysis and Interpretation:

According to above table and graph, In this study 91.1% people are familiar with Banking
Facility Provided by SBI. And 8.9% people are not familiar with Internet banking facility
provided by SBI.
 3. People Who Know YONO SBI Application:

Table 5.3: Respondent who knows YONO SBI Application.

Response Respondents Percentage

Yes 90 89.1%

No 11 10.9%

Graph 5.3: Respondent who knows YONO SBI Application.

Analysis and Interpretation:

According to above table and graph, In this study 89.1% people are those who know YONO
SBI Application. And 10.9% don’t know about it.
 4. Reliability on SBI Internet Banking.

Table 5.4: Respondents Reliability on YONO SBI.

Response Respondents Percentage

Strongly Disagree 10 9.9%

Disagree 6 5.9%

Neutral 25 24.8%

Agree 52 51.5%

Strongly Agree 8 7.9%

Graph 5.4: Respondents Reliability on YONO SBI.

Analysis and Interpretation:

According to above table and graph, In this study 9.9% people are strongly disagree with
reliability on Internet Banking Facility Provided by SBI, 5.9% Disagree with it. 24.8% people’s
opinion are neutral to it, 51.5% agree with it, and 7.9% Strongly Agree with It.
 5. Awareness about “YONO CASH” feature provided by “YONO SBI”.

Table 5.5: Awareness about “YONO CASH” feature provided by “YONO SBI”.

Response Respondents Percentage

Yes 55 54.5%

No 25 24.8%

Maybe 21 20.8%

Graph 5.5: Awareness about “YONO CASH” feature provided by “YONO SBI”.

Analysis and Interpretation:

According to above table and graph, In this study 54.5% people are those who know “YONO
CASH” featured provided with “YONO SBI” Application, 24.8% don’t know about it. And
20.8% people are not confirmed about their opinion.
 6. How often do people use Internet Banking Facility.

Table 5.6: How often do people use Internet Banking Facility.

Response Respondents Percentage

Once in a week 28 27.7%

Two to Three Times in a

16 15.8%
Week
More than Three Times
12 11.9%
in a Week

Regularly 35 34.7%

Never 10 9.9%

Graph 5.6: How often do people use Internet Banking Facility.

Analysis and Interpretation:

According to above table and graph, In this study 27.7% people are those who use Internet
Banking facility Once in a week, 15.8% people use Two to Three Times in a week, 11.9%
people use more than three times in a week, 34.7% people use regularly, and 9.9% people never
use Internet Banking Facility.
 7. It is easy to transfer money from one bank account to another through “YONO
SBI” app.

Table 5.7: It is easy to transfer money from one bank account to another through
“YONO SBI” app.

Response Respondents Percentage

Strongly Disagree 7 6.9%

Disagree 12 11.9%

Neutral 25 24.8%

Agree 46 45.5%

Strongly Agree 11 10.9%

Graph 5.7: It is easy to transfer money from one bank account to another through
“YONO SBI” app.

Analysis and Interpretation:

According to above table and graph, In this study 6.9% people are strongly disagree with easy
transfer of money from one bank account to another through YONO SBI app, 11.9% Disagree
with it. 24.8% people’s opinion are neutral to it, 45.5% agree with it, and 10.9% Strongly Agree
with It.
 8. How easy do people think using Internet Banking is?

Table 5.8: How easy do people think using Internet Banking is?

Response Respondents Percentage

Very Easy 27 26.7%

Easy 48 47.5%

Neutral 18 17.8%

Difficult 4 4%

Very Difficult 4 4%

Graph 5.8: How easy do people think using Internet Banking is?

Analysis and Interpretation:

According to above table and graph, In this study 26.7% people think it is very easy to using
Internet Banking is, 47.5% people think it is easy, 17.8% people think it’s neutral, 4% people
think it is difficult, 4% people think it is very difficult.
9. How do people feel while transferring money through “YONO SBI” app.
Table 5.9: How do people feel while transferring money through “YONO SBI” app.

Response Respondents Percentage

Very Safe 23 22.8%

Safe 56 55.4%

Sometimes Safe and

18 17.8%
Sometimes Not Safe

Not Safe 3 3%

Not Safe at All 1 1%

Graph 5.9: How do people feel while transferring money through “YONO SBI” app.

Analysis and Interpretation:

According to above table and graph, In this study 22.8%% people feel very safe while
transferring money through YONO SBI app, 55.4% people feel it is safe, 17.8% people feel
it’s Sometimes Safe and Sometimes Not Safe, 3% people feel it is Not safe, 1% people feel it
is Not Safe at All.
10. What people prefer the most for withdrawing money from any ATM?
Table 5.10: What people prefer the most for withdrawing money from any ATM?

Response Respondents Percentage

Card Less Withdrawal

32 31.4%
[Using YONO Cash]

Using ATM Card 43 42.2%

Both 27 26.5%

Graph 5.10: What people prefer the most for withdrawing money from any ATM?

Analysis and Interpretation:

According to above table and graph, In this study 31.4% people are those who know prefer
Card Less withdrawal [using YONO cash] for withdrawing money from any ATM, 42.2%
Using ATM Card, and 26.5% using both.
11. People prefer using Internet Banking apps like “YONO SBI” and “YONO LITE SBI”
or Visiting Bank for availing Banking Facilities.
Table 5.11: People prefer using Internet Banking apps like “YONO SBI” and “YONO
LITE SBI” or Visiting Bank for availing Banking Facilities.

Response Respondents Percentage

Use Internet Banking

Apps [“YONO SBI” and 55 53.9%
“YONO LITE SBI”]

Visit the Bank 27 26.5%

Both 20 19.6%

Graph 5.11: People prefer using Internet Banking apps like “YONO SBI” and “YONO
LITE SBI” or Visiting Bank for availing Banking Facilities.

Analysis and Interpretation:

According to above table and graph, In this study 53.9% people are those who prefer Using
Internet Banking Apps [“YONO SBI” & “YONO LITE SBI”], 26.5% people prefer Visit the
Bank, and 19.6% prefer both.
12. People’s recommendation to others to use SBI’s Internet Banking facilities.
Table 5.12: People’s recommendation to others to use SBI’s Internet Banking facilities.

Response Respondents Percentage

Strong Recommendation 33 32.4%

Normal Recommendation 41 40.2%

May or May Not

20 19.6%
Recommend

Discourage 6 5.9%

Strongly Discourage 2 2%

Graph 5.12: People’s recommendation to others to use SBI’s Internet Banking facilities.

Analysis and Interpretation:

According to above table and graph, In this study 32.4% people strongly recommend to others
to use SBI’s Internet Banking Facilities. 40.2% people’s recommendation is normal, 19.6%
people may or may not recommend to use, 5.9% people discourage people to use, 2% people
strongly discourage others about it.
13. Internet Banking Facility is very useful and plays an important role in our life in
today’s Digital/Electronic World.
Table 5.13: Internet Banking Facility is very useful and plays an important role in our
life in today’s Digital/Electronic World.
Response Respondents Percentage

Strongly Disagree 11 10.8%

Disagree 14 13.7%

Neutral 20 19.6%

Agree 44 43.1%

Strongly Agree 13 12.7%

Graph 5.13: Internet Banking Facility is very useful and plays an important role in our
life in today’s Digital/Electronic World.

Analysis and Interpretation:

According to above table and graph, In this study 10.8% people are strongly disagree with
Internet Banking Facility is very useful and plays an important role in our life in today’s
Digital/Electronic World, 13.7% Disagree with it. 19.6% people’s opinion are neutral to it,
43.1% agree with it, and 12.7% Strongly Agree with It.
14. Registration process of Internet Banking is complex and difficult to understand.
Table 5.14: Registration process of Internet Banking is complex and difficult to
understand.

Response Respondents Percentage

Strongly Disagree 10 9.8%

Disagree 29 28.4%

Neutral 35 34.3%

Agree 24 23.5%

Strongly Agree 4 3.9%

Graph 5.14: Registration process of Internet Banking is complex and difficult to

understand.

Analysis and Interpretation:

According to above table and graph, In this study 9.8% people are strongly disagree with
Registration process of Internet Banking is complex and difficult to understand, 28.4%
Disagree with it. 34.3% people’s opinion are neutral to it, 23.5% agree with it, and 3.9%
Strongly Agree with It.
15. There are so many important registration and login information related to Internet
Banking needed to be remembered.
Table 5.15: There are so many important registration and login information related to
Internet Banking needed to be remembered.

Response Respondents Percentage

Strongly Agree 10 9.8%

Agree 52 51%

Neutral 26 25.5%

Disagree 11 10.8%

Strongly Disagree 3 2.9%

Graph 5.15: There are so many important registration and login information related to
Internet Banking needed to be remembered.

Analysis and Interpretation:

According to above table and graph, In this study 9.8% people are strongly Agree with There
are so many important registration and login information related to Internet Banking needed
to be remembered, 51% Agree with it. 25.5% people’s opinion are neutral to it, 10.8% Disagree
with it, and 2.9% Strongly Disagree with It.
16. People were able to register for Internet Banking facility within 1 day.
Table 5.16: People were able to register for Internet Banking facility within 1 day.

Response Respondents Percentage

Strongly Agree 11 10.8%

Agree 50 49%

Neutral 29 28.4%

Disagree 10 9.8%

Strongly Disagree 2 2%

Graph 5.16: People were able to register for Internet Banking facility within 1 day.

Analysis and Interpretation:

According to above table and graph, In this study 10.8% people are strongly Agree with register
for Internet Banking facility within 1 day. 49% Agree with it. 24.4% people’s opinion are
neutral to it, 9.8% Disagree with it, and 2% Strongly Disagree with It.
17. It is safe to use online transaction through "YONO SBI" app.
Table 5.17: It is safe to use online transaction through "YONO SBI" app.

Response Respondents Percentage

Strongly Disagree 9 8.8%

Disagree 7 6.9%

Neutral 31 30%

Agree 46 45.1%

Strongly Agree 9 8.8%

Graph 5.17 : It is safe to use online transaction through "YONO SBI" app.

Analysis and Interpretation:

According to above table and graph, In this study 9.8% people are strongly disagree with safe
to use online transaction through "YONO SBI" app. 28.4% Disagree with it. 34.3% people’s
opinion are neutral to it, 23.5% agree with it, and 3.9% Strongly Agree with It.
18. Which method do People think is safe for withdrawing money from any ATM?
Table 5.18: Which method do People think is safe for withdrawing money from any
ATM?

Response Respondents Percentage

Using YONO Cash 48 47.1%

Using ATM Card 54 52.9%

Graph 5.18: Which method do People think is safe for withdrawing money from any
ATM?

Analysis and Interpretation:

According to above table and graph, In this study, 47.1% people think Using YONO Cash is
safe for withdrawing money from any ATM, 52.9% people think using ATM Card is safe for
withdrawing money from any ATM.
19. The response speed of 'YONO SBI' app is fast.
Table 5.19: The response speed of 'YONO SBI' app is fast.

Response Respondents Percentage

Strongly Disagree 4 3.9%

Disagree 7 6.9%

Neutral 40 39.2%

Agree 45 44.1%

Strongly Agree 6 5.9%

Graph 5.19: The response speed of 'YONO SBI' app is fast.

Analysis and Interpretation:

According to above table and graph, In this study 3.9% people are strongly disagree with the
response speed of “YONO SBI” app is fast, 6.9% Disagree with it. 39.2% people’s opinion
are neutral to it, 44.1% agree with it, and 5.9% Strongly Agree with It.
20. It is easy to access the features of the app.
Table 5.20: It is easy to access the features of the app.

Response Respondents Percentage

Strongly Agree 8 7.8%

Agree 64 62.7%

Neutral 23 22.5%

Disagree 6 5.9%

Strongly Disagree 1 1%

Graph 5.20: It is easy to access the features of the app.

Analysis and Interpretation:

According to above table and graph, In this study 7.8% people are strongly Agree with easy to
access the features of the app, 62.7% Agree with it. 22.5% people’s opinion are neutral to it,
5.9% Disagree with it, and 1% Strongly Disagree with It.
21. It is easy to understand and read the contents of the 'YONO SBI' app.
Table 5.21: It is easy to understand and read the contents of the 'YONO SBI' app.

Response Respondents Percentage

Strongly Agree 12 11.8%

Agree 54 52.9%

Neutral 28 27.5%

Disagree 3 2.9%

Strongly Disagree 5 4.9%

Graph 5.21: It is easy to understand and read the contents of the 'YONO SBI' app.

Analysis and Interpretation:

According to above table and graph, In this study 11.8% people are strongly Agree with It is
easy to understand and read the contents of the 'YONO SBI' app, 52.9% Agree with it. 27.5%
people’s opinion are neutral to it, 2.9% Disagree with it, and 4.9% Strongly Disagree with It.
22. Suppose People are in urgent need of money in order to pay to a certain person.
Since its Sunday the Bank is closed and people also don't have an ATM Card. What will
People do?
Table 5.22: Suppose People are in urgent need of money in order to pay to a certain
person. Since its Sunday the Bank is closed and people also don't have an ATM Card.
What will People do?

Response Respondents Percentage

Borrow Money from Friend 13 12.7%

Use YONO Cash to withdraw money from

47 46.1%
ATM
You will wait for the Bank to open on
17 16.7%
Monday
Transfer the money to the person through
25 24.5%
Internet Banking

Graph 5.22: Suppose People are in urgent need of money in order to pay to a certain
person. Since its Sunday the Bank is closed and people also don't have an ATM Card.
What will People do?
Analysis and Interpretation:
According to above table and graph, In this study, 12.7% people Borrow money from friend in
case People are in urgent need of money in order to pay to a certain person. Since its Sunday
the Bank is closed and people also don't have an ATM Card, 46.1% people Use YONO Cash
to withdraw money from ATM, 16.7% people will wait for the Bank to open on Monday,
24.5% people transfer the money to the person through Internet Banking.
5.2] SCOPE OF RESEARCH
The present study titled “A Study on YONO The one Digital Banking Application of State
Bank of India.” Is mainly focused on the customers of SBI branch Nawathe. For the purpose
of study 102 respondents were taken. From the concern bank. Even though there are various
factors for measuring the level of effectiveness of YONO Application of Bank.

5.3] LIMITATIONS OF RESEARCH

o The study is conducted in a very short span of time.
o The response given by the respondents may not be true or accurate.
o Lack of cooperation from respondents.
o The result may not represent the whole population, as the sample size is100 which are
considered to be small.
o Many customers that visit the branch daily are of age of group between 23 to 55 and
most of the elderly customers want to learn but gets confused as using “YONO” has to
follow a long series of steps.
o Most of the customers do not want to use “YONO” Application as they believe it is
risky and it is not safe to use Internet Banking.

6] CHAPTERISATION
o Introduction
o Company Profile
o Review of Literature
o Statement of the Problem
o Research Objectives
o Research Methodology
o Data Interpretation and Analysis
7] BIBLIOGRAPHY
Book Reference :
o The Evolution of the State Bank of India
o SBI State Bank of India and Associates

Site Reference :
o www.onlinesbi.com
o www.sbi.co.in
o www.economictimes.indiatimes.com
o www.moneycontrol.com
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