CHAPTER -I

INTRODUCTION
E-BANKING
Internet banking (or E-banking) means any user with a personal computer and a browser can
get connected to his bank -s website to perform any of the virtual banking functions. In
internet banking system the bank has a centralized database that is web-enabled. All the
services that the bank has permitted on the internet are displayed in menu. Any service can be
selected and further interaction is dictated by the nature of service. Once the branch offices
of 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, although the range of products and services offered by
different banks vary widely both in their content and sophistication.

MEANING OF E-BANKING

E-bank is the electronic bank that provides the financial service for the individual client by
means of Internet.

Now days in order to provide more benefits to customer and to increase the performance of
banks they are adopting the cost-effective distribution channel to distribute their financial or
banking service to the customer. Through internet banking banks want to keep the existing
customers as well as to attract new customers for their banks. Internet banking uses the
internet platform or internet services as electronic delivery channel in order to deliver their
banking services such as balance enquiry, printing statement, fund transfer to other bank
accounts, utility bill payments and so on and new banking services such as online payment or
electronic payment without visiting to bank branches. As banking technology has focused on
reducing cost of distribution, internet banking enable customers to go for banking at a remote
place without visiting the bank branches. Now a day’s many customers are migrating towards
the adoption of this distribution channel and in India all most all private and public banks are
providing internet banking service facilities to give more value added services to their
customers.

The objectives of internet banking include cost manage through reduction in operating cost,
performance improvement by making the service available at all times of the day, wider
coverage by enabling the access to service from any location, revenue growth through better
quality and additional non-financial services, and customer convenience through personalized
services. Internet banking infrastructure investment include the promise of transaction cost
reduction by limiting overheads associated with bank staff and bank branch costs and to
provide better services to customers who increasingly desire 24 hour banking.

For this booklet, e-banking is defined as the automated delivery of new and traditional
banking products and services directly to customers through electronic, interactive
communication channels. E-banking includes the systems that enable financial institution
customers, individuals or businesses, to access accounts, transact business, or obtain
information on financial products and services through a public or private network, including
the Internet. Customers access e-banking services using an intelligent electronic device, such
as a personal computer (PC), personal digital assistant (PDA), automated teller machine
(ATM), kiosk, or Touch Tone telephone. While the risks and controls are similar for the
various e-banking access channels, this booklet focuses specifically on Internet-based
services due to the Internet’s widely accessible public network. Accordingly, this booklet
begins with a discussion of the two primary types of Internet websites: informational and
transactional.

E-BANKING SUPPORT SERVICES

 WEBLINKING

A large number of financial institutions maintains sites on the World Wide Web. Some
websites are strictly informational, while others also offer customers the ability to perform
financial transactions, such as paying bills or transferring funds between accounts.

 WIRELESS E-BANKING

Wireless banking is a delivery channel that can extend the reach and enhance the convenience
of Internet banking products and services. Wireless banking occurs when customers access a
financial institution's network(s) using cellular phones, pagers, and personal digital assistants
(or similar devices) through telecommunication companies’ wireless networks. Wireless
banking services in the United States typically supplement a financial institution's e-banking
products and services.

 PERSON-TO-PERSON PAYMENTS
Electronic person-to-person payments, also known as e-mail money, permit consumers to
send “money” to any person or business with an e-mail address. Under this scenario, a
consumer electronically instructs the person-to-person payment service to transfer funds to
another individual. The payment service then sends an e-mail notifying the individual that the
funds are available and informs him or her of the methods available to access the funds
including requesting a check, transferring the funds to an account at an insured financial
institution, or retransmitting the funds to someone else.

Person-to-person payments are typically funded by credit card charges transfer from the
consumer’s account at a financial institution. Since neither the payee nor the payer in the
transaction has to have an account with the payment service, such services may be offered by
an insured financial institution, but are frequently offered by other businesses as well.

BANKING SERVICES THROUGH INTERNET:

1.The Basic Level Service is the banks’ web sites which disseminate information on different
products and services offered to customers and members of public in general. It may receive
and reply to customer’s queries through e-mail;

2. In the next level are Simple Transactional Web sites which allows customers to submit
their instructions, applications for different services, queries in their account balances, etc.
but do not permit any fund-based transactions on their accounts;

3. The third level of Internet banking service are offered by Fully Transactional Web sites
which allow the customers to operate on their accounts for transfer of funds, payment of
different bills, subscribing to other products of the bank and to transact purchase and sale of
securities, etc.

The above forms of Internet banking service the customer or by new banks, who deliver
banking service primarily through Internet or other electronic delivery channels as the value
added services. Some of these banks are known as ‘Virtual’ banks or ‘Internet only’ banks
and may not have physical presence in a country despite offering different banking services.

The Indian Scenario: -

• Internet banking, both as a medium of delivery of banking services and as a strategic tool
for business development.

• At present, the total internet users in the country are estimated at 9 lakh. However, this is
expected to grow exponentially to 90 lakh by 2003. Only about 1 percent of Internet users did
banking online in 1998. This is increased to 16.7 percent in March 2000.

- (India Research, May 29, 2000, Kotak Securities)

• Cost of banking service through the Internet from a fraction of costs through conventional
methods. Rough estimates assume teller cost at Re.1 per transaction, ATM transaction cost at
45 paise, phone banking at 35 paise, debit cards at 20 paise and Internet banking at 10 paise
per transaction.

PLASTIC CARDS AS MEDIA FOR PAYMENT: -

There are four types of plastic cards being used as media for making payments. These are:

1. Credit Card

2. Debit Card

3. Smart Card

4. ATM Card

1. Credit Cards: -

The credit card enables the cardholders to: Purchase any item like clothes, jewellery,
railway/air tickets, etc.

Pay bills for dining in a restaurant or boarding and lodging in hotel

Avail of any service like car rental, etc.

2. Debit Cards: -

A debit card is issued on payment of a specified amount by the issuing company like a
telephone company to a customer on cash payment or on debiting his account by a bank.

Thus it is like an electronic purse, which can be read and debited by the required amount.

It may be noted that while through a credit card, the customer first makes a purchase or avails
service and pays later on, but for getting the debit card, a customer has to first pay the due
amount and then make a purchase or avail the service. For this reason, debit card are not as
popular as credit cards.

3. Smart Cards: -

Smart Cards have a built-in microcomputer chip, which can be used for storing and
processing information. For example, a person can have a smart card from a bank with the
specified amount stored electronically on it. As he goes on making transactions with the help
of the card, the balance keeps on reducing electronically. When the specified amount is
utilized by the customer, he can approach the bank to get his card validated for a further
specified amount. Such cards are used for paying small amounts like telephone calls, petrol
bills, etc.

4. ATM Cards: -

The card contains a PIN (Personal Identification Number) which is selected by the customer
or conveyed to the customer and enables him to withdraw cash up to the transaction limit for
the day. He can also deposit cash or cheque.
NEED OF THE STUDY

 To know the customers perception toward the E-banking service.

 I am interested in E-BANKING that I am taken this topic.

SCOPE OF THE STUDY

 Organizing Educational Campaign To Create Goodwill Of Company.

 Services It Effectively valuable to Create Place in the Minds of Customer.

 Availability should be increased by using various services Strategy.

 Company should make service equal to or better than Competitive Brands By All

Means.
OBJECTIVE OF THE STUDY

 Find the customer satisfaction relating to E-banking service.

 To study the awareness of internet banking among the customers of

ICICI.

 To find the real-time E- Banking services of ICICI

 To attract large number of customers.

 To provide cost-effective services offered by competitors. ...

 To reduce customer attrition.

LIMITATIONS OF THE STUDY

 Banks are not giving me all information about E-banking services.

 They do not permit to meet any of the employees in their bank.

 To find out the overall organizational E- banking facilities by ICICI BANK LTD.

 Technology and Service Interruptions

 Security and Identity Theft Concerns

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

Research methodology comprises defining and redefining problems, formulating hypothesis

or suggested solutions; collecting, organizing and evaluating data, making deductions and
reaching conclusions; and at last carefully testing the conclusions to determine whether they
fir the formulating hypothesis.

A useful research methodology must be systematic, logical, empirical and replicable. The
researcher should follow certain systematic methods, steps and stipulation in designing,
planning and execution of the research. Research Methodology 130

RESEARCH DESIGN

A research design is simply the frame work or plan for a study that is used as guide in
collecting and analyzing the data. It is a blue print used for completing a study.

PILOT STUDY

A pilot study can refer to many types of experiments but generally the goal of the study is to
replicate the full-scale experiment but only on a smaller scale.

So, a sample of 20 respondents was taken for each questionnaire on the basis of convenience
sampling from the different groups. On the basis of the answers given and time taken by the
respondents, the questionnaires were redesigned and finalized.

DATA COLLECTION

The study is based on primary as well as secondary data.

SOURCES OF DATA COLLECTION

PRIMARY DATA

Primary data has been collected through well-structured comprehensive

  From company records
 Information from Managers
 Annual reports from ICICI

SECONDARY DATA

Secondary data is the data which is available in published form and which was collected

earlier by people for some purposes.

There may be various sources of secondary data such as

 Newspapers

 Magazines,

 Journals,

 Books,

 Reports, Documents and Other Published Information,

 Banks Annual Reports,

 Manuals And Brochures of Banks

 Websites
 CHAPTER – II

REVIEW OF LITERATURE
A new review by Tower group of 10 top US e- banking web sites evaluated several aspects of
core online banking components. Group found that there is difference in terms of actual
functionality and usability. Among different banks and their services.

The UK's first home online banking services were set up by the Nottingham Building Society
(NBS) in 1983 ("History of the Nottingham". Retrieved on 2007-12-14.). The system used
was based on the UK's Prestel system and used a computer, such as the BBC Micro, or
keyboard (Tan data Td1400) connected to the telephone system and television set. The
system (known as 'Home link') allowed on-line viewing of statements, bank transfers and bill
payments. In order to make bank transfers and bill payments, a written instruction giving
details of the intended recipient had to be sent to the NBS who set the details up on the Home
link system.

An American study conducted last year by Booz-Allen projects that by the year 2000, 16
million US households will be using Internet banking. While these numbers do not appear to
be significant as compared to the total population, each Internet user is projected to be 50-
250% more profitable than the average banking customer. It is expected that these Internet
customers will be some of the banking system's most profitable customers representing close
to 30% of all retail banking profits. The study projects that by 1999, 1,500 banks will have
Internet Web sites and at least 500 of these banks will be offering full-fledged Internet
banking services.

In 2001 Micro banker send detailed questionnaire to the leading vendors of internet banking
software27 companies responded with information on thirty programs the aggregate outcome
of the outcome was that almost all the companies have developed functions for internet
banking and have inbuilt feature to aid with one to one marketing on the web.

ICICI Bank

ICICI Bank Online Banking Services provide the largest private bank in India right here at
your desktops. Banking becomes a pleasure as the transactions and services become instant
with ICICI Bank online Internet banking. The services provided are totally secure and
unique. These cover online account transactions and operations, credit card and account
applications and payments, share trading and investments through mutual funds, bill
payments, statement generation and a virtual demo of each service. See in brief in final
report.

Role of customer when using e-banking

• You can access ICICIBank.com only by using your User ID and Password. During
the first login attempt, it is mandatory to change both passwords - login and transaction –
which would have been mailed to you by the bank.

• If you forget your password, you will have written to us using the "Email Us" option.
The Bank will then issue a new password and send it to your mailing address as per our
records. Kindly check with your branch that this address is updated...

• Make sure no one can see the account login name or password you are entering when
you log on to ICICIBank.com.

• Logout of ICICIBank.com before moving on to other Websites.

• Before leaving the PC please "close" the browser.

• Do not write your ICICIBank.com login name or password anywhere.

• Do not leave your login name and password such that someone sitting at your
computer could see them.

• Never reveal your ICICIBank.com login name and password to anyone (no
representative of ICICI Bank will ever ask you for your ICICIBank.com password).

• Notify ICICI Bank immediately if you notice any unusual account activity.

• Keep all documents that include your account information in a secure location.

• When you login you can view the date and time of your last log in.

Features offered by ICICI bank for internet banking

• Balance enquiry and statement

• Transfer fund online

• Card to card fund transfer

• Use debit card online

• Prepaid mobile recharge

• Subscribe for mobile banking

• Link bank account to ATM

• Lock / activate debit cards /ATM

• Request a cheque book

• Stop payment

HDFC

Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second account
information, Net Banking lets you manage your account from the comfort of your mouse -
anytime, anywhere.

Features offered by HDFC bank for internet banking

• View account balances and statements

• Transfer funds between accounts

• Request stop payments

• Pay bills

• Create fixed deposit online

• Order cheque books

TITLE OF THE PAPER: INNOVATION BY USERS IN EMERGING ECONOMIES

AUTHOR : VAN B. PAUL, VELOSO, FRANCISCO M. AND OLIVEIRA, P.

VOLUME :2

YEAR : 2012

ARTICLE NO : 8/2077-2082

ABSTRACT

This paper examined the extent to which users in emerging economies innovate, and whether

these innovations are meaningful on a global stage. To study this issue, the researcher

conducted an empirical investigation into the origin and types of innovations in financial

services offered via mobile phones, a global, multi-billion dollar industry where emerging

economies play an important role. The researcher used the complete list of mobile financial

services, as reported by the GSM Association (GSMA), and collected detailed histories of the

development of the services and their innovation process. Analysis of this study shows that

85% of the innovations in this field originated in emerging markets. The researcher also

conclude that at least 50% of all mobile financial services were pioneered by users,

approximately 45% by producers, and 5% jointly by users and producers. Additionally,

services developed by users diffused at more than double the rate of producer-innovations.

Finally, the researcher observed that three quarters of the innovations that originated in

emerging markets have already diffused to OECD countries and that the (user) innovations

are therefore globally meaningful.

TITLE OF THE PAPER: M-BANKING

AUTHOR : CARLOS TAM

VOLUME : 10.1108

JOURNAL : INTERNATIONAL JOURNAL OF BANK MARKETING

YEAR :  AUGUST 2017

ABSTRACT

Purpose most empirical studies of m-banking seek to understand the factors and motivations
that influence the adoption or behaviour intention. This paper focuses on analysing and
synthesizing existing studies and makes recommendations to researchers and practitioners.
Design/methodology/approach Few papers focus on the m-banking use and individual
performance, but on the determinants of adoption measures, instead. This research examines
64 journal articles published between 2002 and 2016 in top journals. Following a
comprehensive review of the literature, we propose a research agenda. Findings The
importance of use and individual performance has long been recognized by academics and
practitioners in a variety of functional disciplines. The present review indicates that the topics
of m-banking adoption and behavioural intention dominate the majority of research, but finds
very few studies on post-adoption. The two most significant drivers of intentions to adopt m-
banking are perceived ease of use and perceived usefulness. Considering several m-banking
definitions, we propose a new, broader definition that takes into account the technological
changes that have occurred over time. M-banking is a service or product offered by financial
institutions that makes use of portable technologies. Originality/value This paper assembles
this diverse body of knowledge into a coherent whole. We expect that this review will be of
benefit to anyone interested in m-banking research and that it will help to stimulate further
interest. In order to advance research in m-banking, future research should consider other
theories uncovered in our findings.
TITLE OF THE PAPER: ADOPTION OF E-BANKING DELIVERY CHANNELS

AUTHOR : ROGERS AND SHOEMAKER, FISHBEIN AND AJZEN, HOWARD

JOURNAL : DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES,

UNIVERSITY OF CALICUT

YEAR : 1971, 1975, 1978

ABSTRACT

According to Rogers and Shoemaker (1971), consumers go through a process of knowledge,

persuasion, decision and confirmation before they are ready to adopt a product or service.
The adoption or rejection of an innovation begins when the consumer becomes aware of the
product. According to Fishbein and Ajzen (1975), attitude is defined as an individual's
positive and negative feelings (evaluative affect) about performing the target behaviour.
Attitude toward behaviour refers to the degree to which a person has a favourable or
unfavourable evaluation or appraisal of the behaviour in question.Howard and Moore (1982)
emphasized that for adoption of a product/service consumers must become aware of the new
brand. Hence, an important characteristic for any adoption of innovative service or product is
creating awareness among the consumers about the servicelproduct. Technological service
innovations differ from other commodities insofar as their adoption may require behavior
different from consumers' typical routines (Gatignon and Robertson (1 985)). This includes
"bricks and mortar" issues such as not having a branch bank to visit, as well as "paper" issues
including receiving statements electronically and not in the mail. Adoption of e-banking may
be related to the combination of marital status and gender, with married couples more likely
to adopt than either single males or single females. Research has also linked age and adoption
of technologies, with younger persons being more likely to adopt (Zeithaml and Gilly (1987),
Parasuraman et.al (1 988)).
 CHAPTER – III
INDUSTRY PROFILE
&
COMPANY PROFILE
Indian Banking System the Indian banking industry plays an important role in the economic
development of the country and is the most dominant segment of the financial sector. Banks
help channel savings to investments and encourage economic growth by allocating savings to
investments that have potential to yield higher returns. India’s banking system is a robust one
and is classified into commercial banks and co-operative credit institutions. Commercial
banks include: 1) scheduled commercial banks (SCBs) and non-scheduled commercial banks.
SCBs are further classified into public sector banks (PSBs), private banks, foreign banks and
regional rural banks (RRBs). Cooperative credit institutions include the various co-operative
banks. As on Mar, 2012 the Indian banking system comprised 87 SCBs, 82 RRBs, 618 Urban
Cooperative Banks (UCBs) and 94,531 rural cooperative credit institutions. As on Dec 2012,
the Indian banking system comprised 165 SCBs including RRBs
The banking industry in India is sufficiently capitalized and regulated. The economic and
financial conditions here are better than in any other country. Liquidity, credit, and market
studies have proven Indian banks to be resilient. They have negotiated the downturn in the
global economy well.
 The Reserve Bank of India (RBI) is the topmost body monitoring the Banking Industry. Any
shortcomings or discrepancies are dealt with by the RBI.
 The banking industry in India is divided into scheduled and non-scheduled banks. 67,000
scheduled bank branches are located in India. They consist of cooperative banks and
commercial banks. The PSBs (Public Sector Banks) form the base of this sector in India.
They account for 78% of the assets in the banking sector. The Private Sector banking is
making headway. They are leading in mobile banking, phone banking, ATMs, and Internet
Banking sectors.
 Sectors of the banking industry include investment banking, retail, and private banking.
Investment banking is a growing sector with more Indians looking to invest funds in mutual
funds and stocks rather than the traditional fixed deposits and schemes.
 Retail banking is when the bank deals with individual customers rather than corporations.
Services offered by these banks are normal savings, personal loans, checking accounts, and
debit/credit cards amongst others. This is also a growing sector as the drive for cashless
transactions is growing. More people are opting for debit and credit cards. Private banking is
where the personalized financial services are provided to individuals or corporations of high
worth.
 
All these sectors are showing immense growth prospects. Internet banking is also gaining
prominence. The phone banking sector is also gaining in popularity. Thus, the entire banking
sector is growing and offers immense potential.
 
FDI in this sector has been raised. 74% FDI via the automatic route is allowed in the private
sector banks. This means that the aggregate foreign investment in any private bank
considering all sources should be up to 74% of the paid-up capital. In the case of nationalized
banks, the Portfolio and FDI investment’s maximum limit is 20%. This cap also applies to the
investment in state banks and other associated ones.
 
Overall, the Indian banking industry has immense potential for further growth and expansion.

SERVICES PROVIDED BY BANKING ORGANISATIONS

Banking Regulation Act in India, 1949 defines banking as “Accepting” for the purpose of
lending or investment of deposits of money from the public, repayable on demand and
withdraw able by cheques, drafts, orders etc. as per the above definition a bank essentially
performs the following functions:- 35 • Accepting Deposits or savings functions from
customers or public by providing bank account, current account, fixed deposit account,
recurring accounts etc. • The payment transactions like lending money to the public. Bank
provides an effective credit delivery system for loan able transactions. • Provide the facility
of transferring of money from one place to another place. For performing this operation, bank
issues demand drafts, banker’s cheques, money orders etc. for transferring the money. Bank
also provides the facility of Telegraphic transfer or tele- cash orders for quick transfer of
money. • A bank performs a trustworthy business for various purposes. • A bank also
provides the safe custody facility to the money and valuables of the general public. Bank
offers various types of deposit schemes for security of money. For keeping valuables bank
provides locker facility. The lockers are small compartments with dual locking system built
into strong cupboards. These are stored in the bank’s strong room and are fully secured. •
Banks act on behalf of the Govt. to accept its tax and non-tax receipt. Most of the government
disbursements like pension payments and tax refunds also take place through banks. There
are several types of banks, which differ in the number of services they provide and the
clientele (Customers) they serve. Although some of the differences between these types of
banks have lessened as they have begun to expand the range of products and services they
offer, there are still key distinguishing traits. These banks are as follows: Commercial banks,
which dominate this industry, offer a full range of services for individuals, businesses, and
governments. These banks come in a wide range of sizes, from large global banks to regional
and community banks. Global banks are involved in international lending and foreign
currency trading, in addition to the more typical banking services. 36 Regional banks have
numerous branches and automated teller machine (ATM) locations throughout a multi-state
area that provide banking services to individuals. Banks have become more oriented toward
marketing and sales. As a result, employees need to know about all types of products and
services offered by banks. Community banks are based locally and offer more personal
attention, which many individuals and small businesses prefer. In recent years, online banks
—which provide all services entirely over the Internet—have entered the market, with some
success. However, many traditional banks have also expanded to offer online banking, and
some formerly Internet-only banks are opting to open branches. Savings banks and savings
and loan associations, sometimes called thrift institutions, are the second largest group of
depository institutions. They were first established as community-based institutions to
finance mortgages for people to buy homes and still cater mostly to the savings and lending
needs of individuals. Credit unions are another kind of depository institution. Most credit
unions are formed by people with a common bond, such as those who work for the same
company or belong to the same labour union or church. Members pool their savings and,
when they need money, they may borrow from the credit union, often at a lower interest rate
than that demanded by other financial institutions. Federal Reserve banks are Government
agencies that perform many financial services for the Government. Their chief
responsibilities are to regulate the banking industry and to help implement our Nation’s
monetary policy so our economy can run more efficiently by controlling the Nation’s money
supply—the total quantity of money in the country, including cash and bank deposits. For
example, during slower periods of economic activity, the Federal Reserve may purchase
government securities from commercial banks, giving them more money to lend, thus
expanding the economy. Federal Reserve banks also perform a variety of services for other
banks. For example, they may make emergency loans to banks that are short of cash, and
clear checks that are drawn and paid out by different banks. 37 The money banks lend, comes
primarily from deposits in checking and savings accounts, certificates of deposit, money
 market accounts, and other deposit accounts that consumers and businesses set up with the
bank. These deposits often earn interest for their owners, and accounts that offer checking,
provide owners with an easy method for making payments safely without using cash.
Deposits in many banks are insured by the Federal Deposit Insurance Corporation, which
guarantees that depositors will get their money back, up to a stated limit, if a bank should fail.

FUNCTIONS OF BANKS

A. PRIMARY FUNCTIONS
The primary functions of a bank are also known as banking functions. They are the main
functions of a bank. These primary functions of banks are explained below.

1. Accepting Deposits
The bank collects deposits from the public. These deposits can be of different types,
such as:-
o Saving Deposits
o Fixed Deposits
o Current Deposits
o Recurring Deposits
38 Saving Deposits this type of deposits encourages saving habit among the public. The rate
of interest is low.

2. Granting of Loans and Advances:

The bank advances loans to the business community and other members of the public. The rate
charged is higher than what it pays 39 on deposits. The difference in the interest rates (lending
rate and the deposit rate) is its profits.

The types of bank loans and advances are:-

a. Overdraft

b. Cash Credits

c. Loans
d. Discounting of bill of exchange

B. SECONDARY FUNCTIONS

The bank performs a number of secondary functions, also called as non-banking functions.
These important secondary functions of banks are explained below.

 Agency Functions
The bank acts as an agent of its customers. The bank performs a number of agency
functions which includes: -

a. Transfer of Funds

b. Collection of Cheques

c. Periodic Payments

d. Portfolio Management

e. Periodic Collections

f. Other Agency Functions

 General Utility Functions

The bank also performs general utility functions, such as :-

a. Issue of Drafts, Letter of Credits, etc.

b. Locker Facility

c. Underwriting of Shares

d. Dealing in Foreign Exchange

e. Project Reports

f. Social Welfare Programmes

 g. Other Utility Functions

COMPANY PROFILE

ICICI Bank Limited is an Indian multinational banking and financial

services company headquartered in Mumbai, Maharashtra with its registered office in
Vadodara, Gujarat. The bank has a network of 5,275 branches and 15,589 ATMs across India
and has a presence in 17 countries including India.

HISTORY

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering
in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of
Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by
ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at
the initiative of the World Bank, the Government of India and representatives of Indian
industry. The principal objective was to create a development financial institution for
providing medium-term and long-term project financing to Indian businesses.
 
In the 1990s, ICICI transformed its business from a development financial institution offering
only project finance to a diversified financial services group offering a wide variety of
products and services, both directly and through a number of subsidiaries and affiliates like
ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial
institution from non-Japan Asia to be listed on the NYSE.
 
After consideration of various corporate structuring alternatives in the context of the
emerging competitive scenario in the Indian banking industry, and the move towards
universal banking, the managements of ICICI and ICICI Bank formed the view that the
merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities,
and would create the optimal legal structure for the ICICI group's universal banking strategy.
The merger would enhance value for ICICI shareholders through the merged entity's access
to low-cost deposits, greater opportunities for earning fee-based income and the ability to
participate in the payments system and provide transaction-banking services. The merger
would enhance value for ICICI Bank shareholders through a large capital base and scale of
operations, seamless access to ICICI's strong corporate relationships built up over five
decades, entry into new business segments, higher market share in various business segments,
particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries.
 
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of
ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial
Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was
approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of
Gujarat at Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and
the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's
financing and banking operations, both wholesale and retail, have been integrated in a single
entity.
 
VISION

To be the leading provider of financial services in India and a major global bank.

MISSION

We will leverage our people, technology, speed and financial capital to:

 Be the banker of first choice for our customers by delivering high quality, world-class
products and services.
 Expand the frontiers of our business globally.
 Play a proactive role in the full realisation of India's potential.
 Maintain a healthy financial profile and diversify our earnings across businesses and
geographies.
 Maintain high standards of governance and ethics.
 Contribute positively to the various countries and markets in which we operate.
 Create value for our stakeholders.

ICICI GROUP COMPANIES

 ICICI Group

http://www.icicigroupcompanies.com

 ICICI Prudential Life Insurance Company

http://www.iciciprulife.com/public/default.htm

 ICICI Securities

http://www.icicisecurities.com

 ICICI Lombard General Insurance Company

http://www.icicilombard.com 

 ICICI Prudential AMC & Trust

http://www.icicipruamc.com

 ICICI Venture

http://www.iciciventure.com

 ICICI Direct

http://www.icicidirect.com

 ICICI Foundation

http://www.icicifoundation.org 

 Disha Financial Counselling

http://www.icicifoundation.org
  ICICI Home Finance Company Limited

http://www.icicihfc.com/

BOARD OF DIRECTORS

BOARD MEMBERS

Mr. Girish Chandra

Chaturvedi
Non-Executive (part-time)
Chairman
..............................................

Mr. Hari L. Mundra

Independent Director
..............................................

Mr. Lalit Kumar Chandel

Government Nominee
Director
..............................................

Mr. S. Madhavan Mr. Anup Bagchi,

Independent Director Executive Director
.............................................. ..............................................

Ms. Neelam Dhawan Mr. Sandeep Bakhshi,

Independent Director Managing Director & CEO
.............................................. ..............................................

Mr. Radhakrishnan Nair Ms. Vishakha Mulye,

Independent Director Executive Director
.............................................. ..............................................
 Ms. Rama Bijapurkar
Independent Director
..............................................

Mr. B. Sriram
Independent Director
..............................................

SERVICES

 Manage Accounts

 Check account balance

 View last 5 transactions
 Check Credit card details
 Send Cheque book request
 Stop cheque request

 Funds Transfer

Transfer funds from anywhere, on the go using m.icicibank.com.

 
It is a secure and easy way to transfer funds to own ICICI Bank account, other ICICI Bank
account and non-ICICI Bank account using NEFT mode of fund transfer
 
Transfer funds from anywhere, on the go using m.icicibank.com.
 
It is a secure and easy way to transfer funds to own ICICI Bank account, other ICICI Bank
account and non-ICICI Bank account using NEFT mode of fund transfer
 

 Cardless Cash Withdrawal

Card less Cash Withdrawal service is a simple and safe mode for you to send cash, 24x7, to
any mobile number in India.

 Pay Utility Bills

  Fixed Deposits

 ICICI Bank Recurring Deposits

 Credit Card Payments

ACQUISITIONS

 1996: ICICI Ltd. A diversified financial institution with headquarters in Mumbai[18]

 1997: ITC Classic Finance. Incorporated in 1986, ITC Classic was a non-bank

financial firm that engaged in hire, purchase, and leasing operations. At the time of

being acquired, ITC Classic had eight offices, 26 outlets, and 700 brokers.[19]

 1997: SCICI (Shipping Credit and Investment Corporation of India)[20]

 1998: Anagram(ENAGRAM) Finance. Anagram had built up a network of some 50

branches in Gujarat, Rajasthan, and Maharashtra that were primarily engaged in retail

financing of cars and trucks. It also had some 250,000 depositors.[21]

 2001: Bank of Madura[22]

 2002: The Darjeeling and Shimla branches of Grindlays Bank[23]

 2005: Investitsionno-Kreditny Bank (IKB), a Russian bank[24]

 2007: Sangli Bank. Sangli Bank was a private sector unlisted bank, founded in 1916,

and 30% owned by the Bahte family. Its headquarters were in Sangli in Maharashtra,

and it had 198 branches. It had 158 in Maharashtra and 31 in Karnataka, and others in

Gujarat, Andhra Pradesh, Tamil Nadu, Goa, and Delhi. Its branches were relatively

evenly split between metropolitan areas and rural or semi-urban areas.[25]

 2010: The Bank of Rajasthan (BOR) was acquired by the ICICI Bank in 2010 for ₹30

billion (US$420 million). RBI was critical of BOR's promoters not reducing their

holdings in the company. BOR has since been merged with ICICI Bank.

REWARDS AND RECOGNITIONS

 ICICI Bank won at the Celent Model Bank Awards 2018 in the 'Emerging Innovation'
category for initiatives undertaken in the trade finance and supply chain segment. The
awards are organised by Celent, a research, advisory, and consulting firm focused on
financial services technology.

 ICICI Bank won the award for the 'Best Retail Bank' in India at The Asian Banker
Excellence in Retail Financial Services International Awards 2018, for the fifth time
in a row. This year ICICI Bank has also won an award in 'The Best Retail Operational
Risk Initiative, Application or Programme' category.

 The Bank was declared winner in following categories: 'Best Use of Digital and
Channels Technology', 'Best Payments Initiative', Best IT and Cyber Security Risk
Initiatives' and 'Most Innovative Project using IT'.

 ICICI Prudential Life was ranked four times as one of the most valuable Life
Insurance brands in India as per "BrandZ Top 50 Most Valuable Indian Brands 2014,
2015, 2016 and 2017." Also, ranked as the no. 1 brand in the "Top Riser" category,
i.e. the brand with the highest increase in Brand Value, as per "BrandZ Top 50 Most
Valuable Indian Brands 2017.

 ICICI Lombard won the ATD (Association of Talent Development) BEST Awards
2017 for the 5th time. The ATD BEST Global Awards recognize organizations that
leverage on talent development strategically to achieve business results. Only 12
 companies globally maintained their ranks in the top 40 and only 2 companies
sustained their positions in the Top 10 including ICICI Lombard

 ICICI Lombard has been conferred with the coveted Golden Peacock National
Training award 2017. The award was instituted by the Institute of Directors (IOD)in
1998 to identify excellence in training practices at organizations as a whole. ICICI
Lombard is the first General Insurance company to receive this award for training
since the inception of these awards

CORPORATE SOCIAL RESPONSIBILITY ACTIVITIES

The CSR Committee of the Bank would consider and approve the projects or programmes
that the Bank should undertake as CSR in India. The Bank’s primary focus areas for CSR
activities are:

1. Education
Promoting education, including special education and employment enhancing vocation skills
especially among children, women, elderly and the differently abled and livelihood
enhancement projects.

2. Health care

 Eradicating hunger, poverty and malnutrition, promoting preventive healthcare

 sanitation and making available safe drinking water
 Promoting gender equality, empowering women, setting up homes and hostels for
women and orphans, setting up old age homes, day care centres.

3. Skill development and sustainable livelihoods

4. Financial inclusion

5. Support employee engagement in CSR activities

6. Capacity building for corporate social responsibility

 CHAPTER – IV

DATA ANALYSIS & INTERPRETATION

1) USERS OF E-BANKING

Yes 65%

No 35%
 70%

60%

50%

40%
Series1
30%

20%

10%

0%
Yes No

INTERPRETATION

Based on the above table most of the people are using electronic banking related matters
because all banks are provided to customers various facilities like E-Fund transfers, E-Movie
ticketing, E-Cheques etc., 65% of respondents said yes.

2) NO. OF USER OF THE BANKS

ICICI 20%

SBI 30%

KOTAK 20%

AXIS 10%

UNION 8%
 HDFC 12%

ICICI
SBI
KOTAK
AXIS
UNION
HDFC

INTERPRETATION

Based on the above table most of the people are using users of 30% in SBI. Very less users
are into UNION bank.

3) PREFERENCE FOR ONLINE BILL PAYMENT SERVICES

Yes 65%

No 35%
 No

Series1

Yes

0% 10% 20% 30% 40% 50% 60% 70%

INTERPRETATION

Most of the people are paying bills through internet through using various banking segments.
Based on the above table most of the people are using electronic banking related matters,
because all banks are provided to customers various facilities like E-Fund transfers, E-Movie
ticketing, E-Cheques etc., So above table based on 65% of people are using this type of
facilities by provided by any national and International banks and various private sector
banks. Remaining people don’t have aware of using these techniques because they are
uncivilized people.

4) PREFERENCE FOR ONLINE SHOPPING

70%

Yes

No 30%
 Chart Title
Yes No

30%

70%

INTERPRETATION

Most of the people are using online shopping cards through various banking segments. These
type of cards because all banks are provided to customers various facilities like,

So above table based on 70 % of people are using this type of facilities by provided by any
national and International banks and various private sector banks. Remaining people don’t
have aware of using these techniques because they are uncivilized people.

5) PREFERENCE FOR ONLINE FUND TRANSFAR `

Yes 35%

No 65%
 Chart Title

70%

60%

50%
Series1
40%

30%

20%

10%

0%
Yes No

INTERPRETATION

Above table shows that online fund transfer most of the respondents said yes 35%
comparatively very low

Remaining people don’t have aware of using these techniques because they are uncivilized
people.

6) SATISFIED CUSTOMERS ON E- BANKING

Yes 65%

No 35%
 70%

60%

50%

40%
Series1
30%

20%

10%

0%
Yes No

INTERPRETATION

Above table and Graph shows that satisfied customers on E-Banking are 65% out of 100 respondents.

Un satisfied customers are 35%.

7) PERFERRED MODE OF PAYMENT (TO BANK)

CHEQUE 50

CASH 25

E-BANKING 25
 60

50

40

30

50
20
25

25
10

0
E-BANKING CASH CHEQUE

INDIA

INTERPRETATION

Above table and Graph shows that preferred payment mode on E-Banking are 50% cheque

and 25% on cash paymet & 25% are E- BANKING.

8) SPEND PER BILL FOR ON LINE BILL PAYMENT

ABOVE Rs.10 21

BETWEEN RS.5-10 11

BELOW RS.5 32

NOTHING 36
 ABOVE Rs.10
BETWEEN RS.5-10
BELOW RS.5
NOTHING

INTERPRETATION

Above Pie chart Shows that spend per bill for on line bill payment are above 10rs.Between

for 5-10rs & below 5rs.

CHAPTER – V
 FINDINGS, SUGGESTIONS

&

CONCLUSIONS

FINDINGS
 The services that are mostly used by maximum customers are transactions, Online

trading, Bill Payments, Shopping etc.,

 The mode of the cash deposit in bank is for use to online transaction cash, cheque

and E-Banking.

 Different banks different charges for online services.

 In the users ratio of internet banking 65% of customers are using this service.

 More banks are connecting to the any software co. to running the E-banking

service. In these services the Sbi banks is top in service of E-banking.

 The services that are mostly used by maximum customers are transactions, online

trading, bill payment, shopping etc.

  The mode of the cash deposit in bank is for use to online truncation cash, cheque

& e-banking.

SUGGESTIONS

 To prevent online banking from remaining customers to prompt this service through
advertising
 After repairing this basic deficiency, banks must ensure that their services are
competitive
 Banks are not applying more charges from their customers
CONCLUSION
 The basic objective of my research was to analyze the awareness among customers

for internet banking in INDIA.

 It gives direction to research tools, research types and techniques.

 Although the findings reveal that people know about the services but still many

people are unaware and many of them are non – users so the bank should by

promotion try to retain the customers. Banks should look forward to have some tie –

ups with other financial institutions to increase the service base.

 BIBLOGRAPHY

BOOKS

 E-Banking in India – S P Jain

 Banking service operation (ICFAI)

 Indian Banking

 Money & banking

WEBSITES

www.icici.com

www.hdfc.com

www.shodhganga.com

www.scribd.com
NEWSPAPERS

 Financial Express

 Business Standard

 Tomes of India

 Economic Times