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SUMMER INTERNSHIP PROJECT REPORT " Customers perception towards

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 SUMMER INTERNSHIP PROJECT REPORT

ON

“ Customers perception towards Operation & Customer service

provided through E-banking’’

At

AU Small Finance bank ltd.

Submission to :

Sal institute of Management (807)

In partial Fulfilment of Requirement of the award of the degree of

Master of Business Administration (MBA)

Offered By

Gujarat Technological University

Ahmedabad

Under the guidance of :-

PROF. HIRAL VORA

Prepared By :-

Patel Jaykumar Dilipbhai

(208070592007)
 Student’s Declaration
I hereby declare that the Summer Internship Project Report titled
“Customer perception towards Operation & Customer service provided
through E-banking” In Sal Institute of Management (807) is a result of my
work and my indebtedness to other work publications, references, if any,
have been duly acknowledged. If I am found guilty of copying from any
other report or published information and showing it as my original work
or extending plagiarism limit, I understand that I shall be liable and
punishable by the university, which may include 'Fail' in examination or
any other punishment that university may decide.

Enrolment no. Name Signature

208070592007 PATEL JAYKUMAR
DILIPBHAI

Place:

Date:
 ACKNOWLEGMENT

I am highly thankful to PROF. HIRAL VORA for being my guide and trainer for
the summer project. Addition to helping me in my practical studies and study
the entire organization and various aspects of managerial functions. They
provide me with many details and enlighten me in preparation for this project.

Preparation of such kind of report, which is based on secondary information,

requires data gathering from many sources like company websites,
questioners, other websites, company reports, and other literature.

I would like to express my gratitude towards DR. VIRAL BHATT Principal at SAL
Institute of Management for their valuable guidance and help in the
preparation of this report. They also helped me with using various statistical
tools and analysis of data. At last but not least, I would be thankful to my
friends and other people, who helped me in the preparation of this project
report.
PLEGARISM REPORT
 PREFACE

This project report has been prepared in fulfilment of the requirement for the
summer Internship project: “Customer perception towards Operation &
Customer service provided through E-banking” in the academic year
2020-22.

For preparing the project report, we have filled up the questions from the
selected sample of Ahmedabad during the suggested period, to avail the
necessary information. The blend of learning and knowledge acquired during
our practical studies at the company is presented in this project report.
 TABLE OF CONTENT

Sr Particular
no.
1 Overview of banking industry
1.1 History
1.2 Introduction
1.3 Indian Banking & Key Developments
1.4 Challenges & Advantages in banking sector
2 Overview of AU small finance bank ltd
2.1 History
2.2 Introduction
2.3 Major players
2.4 Vision & Mission
2.5 Organization structure
2.6 SWOT analysis
2.7 Product / service offered
3 E- banking services
4 Literature review
5 Research methodology
5.1 Statement of the problem
5.2 Significance of the study
5.3 Objective of the study
5.4 Need of the study
5.5 Limitation of the study
5.6 Research design
5.7 Data sources
6 Data analysis & interpretation
Finding, Suggestion, Conclusion
Annexure
Biblography
 CH -1
OVERVIEV OF BANKING
 1.1 HISTORY

Banking in India, in the modern sense, Originated in the last decades of the 18th
century. Among the first banks were the Bank of Hindustan, which was
established in 1770 and liquidated in 1829- 32; and the General Bank of India,
established in 1786 but failed in 1791.

India's independence, became the State Bank of lndia in 1955. For many years
the presidency banks had acted as quasi-central banks, as did their successors,
until the Reserve Bank of India was established in 1935, under the Reserve
Bank of India The largest bank, and the oldest still in existence. is the State
Bank of India (S.B.I). It originated as the Bank of Calcutta in June 1806. In
1809, it was renamed as the Bank. This was one of the three banks founded by a
presidency government, the other two were the Bank of Bombay in 1840 and
the Bank of Madras in 1843. The three banks were merged in 1921 to form the
Imperial Bank of India, which upon Act, 1934.

In 1960, the State Banks of India was given control of eight state-associated
banks under the State Bank of India (Subsidiary Banks) Act, 1959. These are
now called its associate banks. In 1969 the Indian government nationalized 14
major private banks; one of the big banks was Bank of India. In 1980, 6 more
private banks were nationalized. These nationalized banks are the majority of
leaders in the Indian economy. They dominate the banking sector because of
their large size and widespread networks.

The Indian banking sector is broadly classified into scheduled and non-
scheduled banks. The scheduled banks are those included under the 2nd
Schedule of the Reserve Bank of India Act, 1934. The scheduled banks are
further classified into: nationalized banks; State Bank of India and its
associates; Regional Rural Banks (RRBs); banks; and other Indian private
sector banks. The term commercial bank regulated under the Banking
Regulation Act, 1949.
Generally banking in India is fairly mature in terms of supply, product range
and reach-even though reach in rural India and to the poor still remains a
challenge. The gonvernment has developed initiatives to address this through
the State Bank of India expanding its branch network and through the National
Bank for Agriculture and Rural Development (NABARD) with facilities like
microfinance.

1.2 INTRODUCTION OF BANKING INDUSTRY

The Reserve Bank of India (RBI), as the central bank of the country, closely
monitors developments in the whole financial sector. The banking is
dominated by Scheduled Commercial Banks (SCBs). As at end-March 2002,
there were 296 Commercial banks operating in India. This included 27 Public
Sector Banks (PSBs), 31 Private, 42 Foreign and 196 Regional Rural Banks.
Also, there were 67 scheduled co-operative banks consisting of 51 scheduled
urban co-operative banks and 16 scheduled state co-operative banks.

The Public-Sector Banks (PSBs), which are the base of the Banking sector in
India account for more than 78 Percent of the total banking industry assets.
Unfortunately, they are burdened with excessive Non-Performing assets
(NPAs), massive manpower and lack of modern technology. On the other hand,
the Private Sector Banks are making tremendous progress. They are leaders
in lntrnet banking, mobile banking, phone banking, ATMs. As far as foreign
banks are concerned they are likely to succeed in the Indian Banking
Industry.

Higher provisioning norms, tighter asset classification norms, dispensing with

the concept of ‘past due’ for recognition of NPAs, lowering of ceiling on
exposure to a single borrower and group exposure etc., are among the measures
in order to improve the banking sector. Retail Banking is the new mantra in the
banking sector. The home loans alone account for nearly two-third of the
total retail portfolio of the bank. According to one estimate, the ratail
segment is expected to grow at 30-40% in the coming years.

Net banking, phone banking, mobile banking, ATMs and bill payments are
the new buzz words that banks are using to trap customers. With a view to
provide an institutional mechanism for sharing of information on borrowers
/ potential borrowers by banks and Financial Institutions, the Credit
Information Bureau (India) Ltd. (CIBIL) was set up in August 2000. The
Bureau provides a framework for collecting, processing and sharing credit
infmmation on borrowers of credit institutions. SBI and AXIS are the
promoters of the CIBIL.
Today the commercial banking system in India distinguished into:

COMMERCIAL
BANK

NON
SCHEDULED
SCHEDULED
BANKS
BANKS

PRIVATE PUBLIC FOREIGN

SECTOR SECTOR SECTOR
BANKS BANKS BANKS

PUBLIC SECTOR BANK

 State Bank of India and its associated banks called the state bank
group
 20 nationalized bank
 Regional rural Bank mainly sponsored by public sector banks

PRIVATE SECTOR BANK

 Old generation private bank

 New generation private bank
 Foreign banks in india
 Scheduled co-operation banks
 Non scheduled banks

CO OPERATIVE SECTOR
The co-operative banking sector has been developed in the country to
the supplement the village money lender. The co-operative banking sector
in India is divided into 4 components:

 State co-operative bank

 Central co-operative bank
 Primary agriculture credit societies
 Land development banks
 Urban co-operative banks
 Primary Agricultural development banks
 Primary land development banks
 State land development banks

DEVELOPMENT BANKS
 Industrial Finance Corporation (IFCI)
 Industrial Development Bank of India (IDBI)
 Industrial investment Bank of India (IIBI)
 Industrial credit and investment Corporation of India (ICICI)
 Small Industries Development Bank of India (SIDBI)
 National Bank for Agriculture and Rural Development (NABARD)
 National housing bank
 BANKING SYSTEM

RESERVE BANK OF
INDIA

(CONTROLLIMG)

Development Fin. Institute Bank

Commercial Banks Co-operative

 IDBI
Banks
 IFCI
 SIDBI
 ICCI Regional Rural Banks Land
 IRBI Development
Banks
Public Sector Banks

Private Sector
Banks State Co-op. Banks

Indian Banks Central District Co-op.

Banks
Foreign
Primary Credit
Societies

Nationalized Bank State Bank Group

Associate
State Bank of
Branches of
India
SBI
 1.3 INDIAN BANKING : KEY DEVELOPMENTS

1969  Government acquires ownership in major banks

 Almost all banking operation in manual mode

 Some banks had nit record Machine of IBM for IBR & Pay roll

1970-1980  Unprecedented expansion in geographical coverage , staff,

business & transaction volumes and directed lending to
agriculture, SSI & SB sector
 Manual system struggle to handle exponential rise in transection
volumes—
 Outsourcing of data processing to service bureau begins
 Back office system only in Multinational (MNC) bank’s offices

1981-1990  Regulator (red RBI) led IT introduction in Banks

 Product level automation on standalone PCs at branches
(ALPMs)
 In-house EDP infrastructure with UNIX boxes, batch processing
in COBOL for MIS
 Mainframes in corporate office

1991-1995  Expansion slows down

 Banking sector reforms resulting in progressive de-regulation of
banking, introduction of prudential banking norms entry of new
private sector banks
 Total Branch Automation (TBA) in Govt. owned and and old
private banks begins
 New private banks are set up with CBS/TBA from the start

November,  As a move to reduce the counter party risk, the Exchange set up
1996 a trade guarantee scheme i.e. all trades carried out on the BOLT
are guarantee by the Clearing House of the Exchange.

 A depository has been set up as a joint venture by the

Bank of India and the Exchange. However, it will be a
subsidiary of the Bank of India. The Exchange introduced
trading in fixed income securities under a separate group to
give impetus to trading in debentures and other corporate debt
instruments, to increase trading in government dated securities.
1996-2000  New delivery channels like ATM , Phone banking and Internet
banking and convenience of any branch banking and auto sweep
products introduced by new private and MNC banks

 Retail banking in focus, proliferation of credit cards

 Communication infrastructure improves and becomes cheap.

IDRBT sets up VSAT network for Banks

 Government owned banks feel the heat and attempt to respond

using intermediary technology , TBA implementation surges ahead
under fiat from Central Vigilance

 Commission (CVC), Y2K threat consumes last two years

 1.4 CHALLENGES & ADVANTAGES IN BANKING SECTOR:-

The banking system is exposed to various risks & challenges few of them are
under:

1. Improving Risk Management System

RBI had issued guidelines on asset liability management and Risk

Management Systems in Banks in 1999 and Guidance Notes on Credit Risk
Management and Market Risk Management in October 2002 and the Guidance
note on Operational Risk Management in 2005. Though Basel II focuses
significantly on risks it implementation cannot be seen as an end in itself.
The current business environment demands an integrated approach to risk
management. It is no longer sufficient to manage each Risk Independently.
Banks in India are moving from the individual segment system to an
enterprise wide Risk Management System. This is placing greater demands
on the Risk Management skill in Banks and has brought to the forefront,
the need for capacity building, while the first priority would be risk
integrating across the entire Bank, the desirability of Risk aggregation
across the Group will also need attention. Banks would be required to
allocate significant resources towards this objective over the next few
years.

2. Rural Coverage

Indian local banks specially state bank groups having a good coverage
and many branches in rural areas. But that is quite lacking technical
enhancement. The services available at cities are specifically not available
to rural branches, which are necessary if banks want to compete now a day.

3. Technological Problems
That is true that Indian banks were already started computerized workings
and so many other technological up gradation done but is this sufficient ? In
metro cities Indian local banks are having good comparable technology
but that cannot be supported and comparable by the whole network of
other cities and village branches.

4. Corporate Governance

Banks not only accept and deploy large amount of uncollateralized public
funds in fiduciary capacity, but they also leverage such funds through
credit creation. Banks are also important for smooth functioning of the payment
system. Profit motive cannot be the sole criterion for business decisions. It
is a significant challenge to banks where the priorities and incentives might
not be well balanced by the operation of sound principles of Corporate
Governance. If the internal imbalances are not rebalanced immediately, the
correction may evolve through external forces and may be painful and
costly to all stakeholders. The focus, therefore, should be on enhancing and
fortifying operation of the principles of sound Corporate Governance.

5. Customer Servise

There are concerns in regard to the Banking practices that tend to

exclude vast sections of population, in particular pensioners, self employed
and those employed in unorganized sector. Banks are expected to oblige to
provide Banking services to all segments of the population, on equitable
basis. Further, the consumers interests are at times not accorded full
protection and their grievances are not properly attended to by Banks.
Banks are expected to encourage greater degree of financial inclusion in
the country setting up of a mechanism for ensuring fair treatment of
consumers and effective redressed of customer grievance.
 6. Branch Banking

Traditionally Banks have been looking to expansion of their Branch

Network to increase their Business. The new private sector banks as well
as the foreign banks have been able to achieve business expansion through
other means. Banks are examining the potential benefits that may accrue
by tapping the agency arrangement route and the outsourcing route. While
proceeding in this direction banks ought not to lose sight of the new
risks that they might be assuming in outsourcing. Hence they have to put
in place appropriate strategies and systems for managing these new risks.

7. Competition

With the ever increasing pace and extent of globalization of the Indian
economy and the systematic opening up of the Indian Banking System to global
competitive, banks need to equip themselves to operate in the increasingly
competitive Environment. This will make it imperative for Banks to
enhance their systems and procedures to international standards and also
simultaneously fortify their financial position.

8. Transparency and Disclosures

ln order to bring about meaningful disclosure of the true financial position

of banks to enable the users of financial statements to study and have a
meaningful comparison of their positions, a series of measures were
initiated by RBI. It covered a No. of aspects such as capital adequacy, asset
quality, profitability, country risk exposure, risk exposures in derivatives,
segment reporting and related party disclosures etc. With a view to moving
closer towards international best practices and International Accounting
Standards and the disclosure need under pillar 3 of Basel II, RBI has
proposed enhanced disclosures of certain qualitative aspects. Banks are 20
required to formulate a formal disclosure policy that addresses the banks
approach for determining what disclosures it will make and the internal
controls over the disclosure process.
 ADVANTAGES OF BANKING INDUSTRY

1) Convenience

One of the biggest advantages of online banking technology is that it

allows you to handle transactions and monitor your bank statements anytime,
anywhere and anyplace. You can access your account on your computer or
smart phone 24/7 - when it's most convenient for your schedule.

2) Fewer bank visits

Another great advantage is a new technology known as Remote Deposit

Capture. It's an online service that lets you scan and deposit checks from your
home, office or other locations without having to go to your bank. It lets you
make deposits faster, with less time spent driving to your bank.

3) Faster transaction

When you conduct your banking online, your transactions are processed almost
instantly. For example, you can make purchases or make payments with a debit
card instead of a check, and the transactions shows up on your account
almost immediately. This gives you more control of timing for transactions,
and a better, more accurate view of your current account balance.

4) Fund transfers

Many small businesses and entrepreneurs have multiple bank accounts -

personal accounts, company accounts, savings accounts etc. You often need
to transfer funds from one account to another, and ACH (Automated Clearing
House) transfers lets you do it relatively quickly. This can be a huge help in
paying bills, meeting payroll deadlines and managing cash flow.

5) Fast payment option

ACH gives you the ability to make payments from your business account
to any external account. The most common uses for ACH are direct deposit
payroll, vendor payments and membership or monthly dues. Business
Online Bill Pay is another payment option that is commonly used by
businesses to pay regular bills, such as utilities and credit card payments.
Finally, wire transfers can also be initiated online, when transfers to
external accounts need to be made the same business day.
 CH : 2
OVERVIEW OF AU SMALL FINANCE BANK LTD
 2.1 HISTORY OF THE AU SMALL FINANCE BANK

All Small Finance Bank is an Indian commercial bank that was

founded as vehicle finance company Au Financiers (India) Ltd in 1996
and converted to a small finance bank on 19 April 20l 7 The company
was founded by Sanjay Agarwal (managing director and CEO of AU Small
Finance Bank) as a private limited company, and publicly listed in an IPO
on 29 June 2017.On its first day of trading, the stock rose 51 % to be the
most expensive bank in India based on price-to-book. Private equity
companies that provided venture capital, including Warburg Pincus and
International Finance Corporation, made partial exits for as much as nine
times their original investment.

It ranked 469 in the Fortune India 500 (2017) companies, with

annual revenue of 2,041.82 crores (US$314 million) and assets of 9,186.28
crores (US$1.41 billion). Its full market capitalization at FY18 was 17,655
crores (US$2.71 billion). In November 2017, the Reserve Bank of lndia added
the bank to its schedule of commercial banks, further improving the bank's
growth prospects by reducing the cost of short-term funds and improving
the bank's ability to provide services.

The Company was originally incorporated as ‘L.N. Finco Gems

Private Limited’ on January 10, 1996 as a private limited company under
the Companies Act, 1956 with the RoC. Pursuant to the change of name
of the Company to Au Financiers (India) Private Limited to reflect the
diversified finance business of the Company, a fresh certificate of incorporation
was issued by the RoC on May 24, 2005. The Company was converted into
a public limited company by way of a special resolution passed by the
Shareholders at the EGM held on January 10, 2013 and the name of the
Company was changed to ‘Au Financiers (India) Limited'.
A fresh certificate of incorporation consequent upon conversion to a
public limited company was issued by the RoC on January 11, 2013. The
Company was granted the in-principle approval to establish an SFB by
the RBI, pursuant to its letter dated October 7, 2015 . Subsequently, the RBI
granted the Company the final approval to establish an SFB by its letter
dated December 20, 2016. Pursuant to the Company being established as
SFB, the name of the Company was changed to ‘AU Small Finance Bank
Limited’ and a Fresh certificate of incorporation was issued by the ROC
on April 13, 2017.
 2.2 INTRODUCTION OF AU SMALL FINANCE BANK
We are redefining what a bank should be. We enable a convenient banking
experience uncomplicated banking for you. The dream started two decades ago
by Mr. Sanjay Agarwal, a merit holder Chartered Accountant and a first
generation entrepreneur , along with his proficient team.Together, the
dexterous team embarked dream journey of excellence while enriching lives
along the way. What started off as a dream to be one of the fastest growing
NBFCs, AU Financiers is now AU SMAL FINANCE BANK.

Throughout our journey we have focused on solutions, completely based on

our customers’ needs. This transformation from being a finance company
to a bank. Which provides a place for safe keeping, is a reflection of
many things that…..

AU stands for :

 Inclusiveness
 Progress for all
 Simplicity
 Action and Urgency
AU BANK LOGO

Reminiscent of the rising sun, AU Bank heralds a new dawn into the lives
of everyone it touches. This sentiment is perfectly captured in our
thoughtfully designed logo. The colours are young and vivid, so as to break
away from the clutter and demand attention. The colour orange is a warm
and inviting colour, very stimulating and signifies optimism. The colour
purple evokes creativity and innovation as well as connotes premiumness.
To balance the attributes of the above two colours, we have used white which
connotes simplicity, transparency and symbolizes new beginnings.

TAGLINE

The logo philosophy seamlessly translates into our tagline, 'Chalo Aage
Badhein'. It is a no-frills articulation of our brand ethos – no matter what
your goal is, we'll help you achieve it. The simple idea that we'll walk
with you all the way is communicated. succinctly with this carefully
crafted tagline.
 2.3 MAJOR PLAYERS

 HDFC BANK
 State bank of India
 ICICI bank limited
 Axis bank
 Kotak Mahindra bank
 Induslnd bank
 Bank of Baroda
 Yes bank
 Punjab national bank etc…
 2.4 VISION & MISSION STATEMENT

MISSION

To the world’s most trusted bank and coveted employer. That is

admired as the epitome of financial inclusion and economic success. Where
ordinary people do the extraordinary things to transform society at large,
thereby guaranteeing trust. Confidence and customer delight.

VISION

To build of the India’s largest franchises by 2022 that is admired for :

 Making every customer feel supreme while being served

 Aspiring that no Indian is deprived of banking
 Bias for action, dynamism, detail orientation and product and process
innovation
 Globally respected standards of integrity, governance and ethics
 Being an equal opportunity employer, providing a collaborative and
rewarding platform to all its employers.

Fasted growth to INR 1 trillion book sizes and a client base of

10Mn+ delighted customer.
 2.5 ORGANIZATIONAL HERARCHY

Board of director

MD & CEO

Executive director Chief finance officer

Retail Marketing Chief

and mortgage
bank
communic technical
ating officer
admin

Whole sale Secure business Agriculture

loan loan loan

Wholesale Operati Digital Liability Treasury Audit Chief

bank on and Bank, customer
technol HR, service,
ogy distrib Gold loan Branch banking experience
ution officer

Chief Taxation Account Budget Company Compliance

Internal sectary
legal
control
officer
 2.6 SWOT ANALYSIS

Strengths Weaknesses

opportunities Threats

Strengths :-

 AU small finance bank has established itself as a strong SFB across

multiple Secured product lines.
 It has created customized products and service to cater to the evolving
needs of its customer.
 Comprehensive Cash Management System
 Has over 8,515 employees

Weakness :-

 Lesser penetration being late entrants

 Low publicity and marketing as compared to other premium banks in the
urban areas

Opportunities :-
  Increase industry banking
Explore opportunities abroad by International banking

Threats :-

 Economic slowdown
 Highly competitive environment
 Stringent Banking Norms

2.7 PRODUCT / SERVICE OFFERED

1) ACCOUNT :

 Saving Account

Types of the saving account :-

 Tejaswini
 Samarth
 Pragati
 Sahyog
 Bachapan
 Aarambh
 Varishtha
 Vidhyarthi

 Current Account
 Types of the current account :-

 Au Samriddhi
 Vikray
 Shubh labh
 Mangalam
 Parivahan

2) DEPOSITE :

 Fixed Deposit
 Recurring Deposite

3) CARDS :

 Debit Cards

Types of the debit cards :-

 RuPay Platinum
 RuPay classic
 Visa business gold
 Visa business platinum
 Visa Platinum
 Visa gold
 Visa Platinum

4) LOANS :

 Auto Loans
 Commercial Vehicle loans
 Construction Vehicle Loans
 Tractors Loans
 Two Wheelers loans
5) INSURANCE :

 General Insurance
 Life Insurance
 Health Insurance

6) INVESTMENT

 Mutual Fund
 Systematic investment plan

7) NRI BANKING :

 NRE Saving Account

 NRE Current Account
 NRO Saving Account
 NRO Current Account
CH : 3 E-BANKING SERVICES
What is E-banking ?

E-banking refers to electronic banking. It is like e-business in banking

industry. E-banking is also Called as “Virtual Banking” or “Online
Banking”.

E-banking is a result of growing expectations of bank’s customers.

E-banking involves information technology based banking. Under this

I.T system. The banking services are delivered by way of a Computer-
Controlled System. This system does involve direct interface with the
customers. The customers do not have to visit the bank's premises.

E-Banking is also 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 of businesses. To
access accounts. Transact business or obtain information on Financial
products and services through a public or private network, including
the Internet.
 E-
COMMERCE

E-FINANCE E-MONEY

OHER
E-BANKING FINACIAL
SERVICE

OTHER
INTERNET MOBILE
ELECTRONIC
BANKING BANKING
CHANNEL

 The population services covered under E-banking include :-

1. Automated Teller Machines

2. Debit Cards
3. Electronic Funds Transfer (EFT) System
4. Internet banking
5. Mobile banking
6. SMS banking

Customer's access e-banking services using an intelligent electronic

device, such as a personal computer, personal digital assistant, automated teller
machine, 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.
 1) AUTOMATIC TALLER MACHINE

What is ATM ?

On most modern ATM’s. the customer is identified by inserting a plastic

ATM card with a magnetic stripe or a plastic smart card with a chip
that contains a unique card number and some security information such
as an expiration date or CVVC (CVV). Authentications is provided by the
customer entering a personal identification number (PIN) which must match
the PIN stored in the chip on the card (if the card is so equipped) or in
the issuing financial institution’s database.

Using an A TM. Customers can access their bank deposit or credit

accounts in order to make a variety of transactions such as cash
withdrawals, check balances, mobile phones, or credit. If the currency being
withdrawn from the ATM is different from that in which the bank
account is denominated the money will be converted at an official exchange
rate. Thus, ATMs often provide the best possible exchange rates for
foreign travellers, and are widely used for this purpose.

ATM IN INDIA :-

The first ATM in India was set up in 1987 by HSBC in Mumbai. In

the following twelve years, about 1500 ATMs were set up in India. In
1997, ‘the Indian Banks' Association (IBA) set up Swadhan. the first
network of shared ATMs in India. It was managed by for five years,
and allowed India Switch Company (ISC) rdholders to withdraw
cash from any ATM in the network. For a fee if they did not have
an account with the bank that owned the ATM. In 2002, the network
connected over of the 1000 ATMs of the 53 member banks of the
association. The network was capable of handling 250,000 transactions
per day, but only 5000 transactions, worth about 100,000, took place
each day. In contrast, ICICI Bank's network of about 640 ATMs
handled transactions worth about 20,000,000 each day. After the
contract with the ISC expired, IBA failed to find a bidder to manage the
 operationally uneconomical network, and shut it down on 31 December
2003.

After the collapse of Swadhan, Bank of India, Union Bank or India,

United Bank of Indian Bank, Indian bank and Syndicate Bank formed
an-sharing network called Cash Tree, Citibank, the Industrial
Development Bank of India, Standard Charted Bank and Axis Bank
formed a similar network called Cash net, Punjab national bank and
Canara Bank also created such networks.

SERVICES BY ATM :

Initially, the following basic transaction were available By the ATM

machine.

 Cash Withdrawal
 Balance Enquiry
 PIN Change
 Mini Statement
 Instant Fund Transfer
 24/7 Availability
 Secure
 Better Fund Management
 Paper Less

 ATM are generally availability on 24 hour schedule every day, 7

days per week and 365 days. This suggests that you don’t need to
have any bank branch available to withdraw money.

Advantages of ATM :-

 Your cash is always safe if withdrawals are done using it. That is
mainly because ATM is operated using a secured Flag number.
 It is possible to withdraw from many regional and global banks.
ATMs are a method of deal because they are internationally
acknowledged.
 It reduces the hustle and bustle required when performing transaction
via a teller. Since there is no usage of slides in ATMs there's no
stressful filling of forms.

 It's quicker than queuing in the lender. Even though there is an

extended queue in the ATMs, it will generally continue quicker than
with tellers.

 It may also be used in foreign countries.

2) DEBIT CARDS :-

Types of the debit cards :

1. RuPay Platinum

Features & benefits :-

 A daily cash withdrawals & purchase limited of INR 20000 each

 A daily ATM funds transfer limit of INR 20000
 A daily Liability Cover (CLC) of INR 10000
 Overall Purchase Protection of INR 10000
 Personal Accident cover of INR 1,00,000
 Additionally Education benefits of INR 25000 for Vidhyaarthi
accouny holder respectively
 NPCI Offers –
a. Concierge services
b. Fuel surcharge waiver
c. IRCTC cash back
d. Utility bill payment cash back
e. Domestic lounge access

2. RuPay classic
Features & benefits :-

 A daily cash withdraw & purchase limit of INR 10000 each

 A daily ATM fund transfer limit of INR 20000
 A card Liability Cover (CLC) of INR 10000
 Overall Purchase Protection of INR 10000
 NPCI Offers :-
a. Concierge services
b. Fuel surcharge waiver
c. IRCTC cash back
d. Bill payment cash back
e. Domestic lounge access

3. Visa business gold

Features & benefits :-

 A daily cash withdraw & purchase limit of INR 10000 each

 A daily ATM fund transfer limit of INR 20000
 A card Liability Cover (CLC) of INR 10000
 Overall Purchase Protection of INR 10000
 Personal Air Accident cover of INR 1,00,000
 Personal Accident cover of INR 1,00,000
 Exclusive Offers brought to you by VISA

4. Visa business platinum

Features & benefits :-

 A daily cash withdrawal & purchase limit of INR 2,00,000 each

 A daily ATM fund transfer limit of INR 20000
 A card liability cover (CLC) of INR 20000
 Overall Purchase Protection of INR 10000
 Personal Air Accident cover of INR 5,00,000
 Personal Accident cover of INR 3,00,000
 Exclusive Offer brought to you by VISA
 5. Visa platinum

Features & benefits :-

 A daily cash withdrawal & purchase limit of INR 2,00,000 each

 A daily ATM fund transfer limit of INR 20000
 A Card Liability Cover (CLC) of INR 2,00,000
 Overall Purchase Protection of INR 10000
 Personal Air Accident cover of INR 5,00,000
 Exclusive Offer brought to you by VISA

6. Visa gold

Features & benefits :-

 A daily cash withdrawal & purchase limit of INR 5000 each for the
Bachpan Savings Account and INR 75,000 each for all other Savings
Account variants
 A daily ATM fund transfer limit of INR 20000
 A Card Liability Cover (CLC) of INR 75,000
 Overall Purchase Protection of INR 10000
 Personal Air Accident cover of INR 1,00,000
 Personal Accident cover of INR 1,00,000
 Exclusive Offer brought to you by VISA

3). INTERNET BANKING

 The Bank will provide Internet Banking facility for its customer
providing services like statement enquiry, funds transfer, payment of bills,
prepaid recharges, repayment scheduled etc. The transaction will have a two-
step authentication process in order to secure payments. The Bank will
take appropriate measure to educate customers regarding the usage of such
facilities. It will also ensure that sufficient steps are taken to ensure secure
Internet banking.

 Features

 Account Details : View your bank account details, account balance,

download statement and more. Also view your Loan & debit card
Account detail Details too all in place.

 Fund Transfer : Transfer fund to your own account , other AU SFB

Bank account or Other Bank account seamlessly.

 Request Service : Give a request for Cheque book, Demand Draft,

Stop Cheque Payment, Debit card Loyalty Point Redemption etc.

 Investment Services : View your complete Portfolio with the bank ,

Create Fixed Deposit , Apply for IPO etc.
 Money
Transfer

Balance Loan
Enquiry Module

INTERNET
BANKING
Account
Login History
Mobile

New
Account
Customer
Opening
Data

4). MOBILE BANKING

Mobile Banking provides a secure, anytime, anywhere banking

experience from a mobile device by enabling access to AU SFB all
rights reserved. This document is constitute Property of AU SFB,
and no part of this document may be reproduced or transmitted in
any form or by any means, electronic or mechanical, including
photocopying or recording or in any manner whatsoever without explicit
consent of AU SFB. Any violation shall be treated as violation of
terms of employment and appropriate action shall be taken accordingly.

Company Circulation services like fund transfers, payment of

utility bills and prepaid recharges. Customers can also view the
details of their banking relationship and place service requests using
mobile banking. The Bank will take appropriate measures to educate
customers regarding the secure usage of such facilities. It will also
ensure that sufficient steps are taken by them to ensure secure Mobile
Banking.

5). SMS / E-mail Alerts

The Bank will provide SMS/E-Mail alerts to all subscribed

customers for all financial transactions above a threshold limit. The
Bank will also send SMS alerts for transactions made through
Debit cards. The Bank will also provide an account Statement in the
PDF format , through e-mail if requested by the customer. The Bank
will provide the balance position at agreed periodicity viz, weekly,
fortnightly etc. to current account holders with high transaction on
request.

5). E - CHEQUE
  An e-cheque is the electronic version or representation of paper
cheque.
 The Information and Legal Framework on the E-Cheque is the
same as that of the paper cheques.
 It can now be used in place of paper cheques to do any and all
remote transactions. An E-cheque work the same way a cheque does,
the cheque writer "writes" the e-Cheque using one of many types
of electronic devices and "gives" the e-Cheque to the payee
electronically. The payee "deposits" the Electronic Cheque receives
credit, and the payee's bank "clears" the e-Cheque to the paying
bank. The paying bank validates the e-Cheque and then "charges"
the check writer's account for the check

6) ELECTRONIC FUND TRANSFER

Direct Wire
Debit Transfer
payment

Direct Electronic
Electronic
Deposit Fund Bill
Payment TRansfer Payment

An electronic fund transfer (EFT) is a transaction that takes place

over a computerized network, either accounts at the same bank or to
different accounts at separate financial institutions.

Advantages :-

1. Time savings : Money transfer between virtual accounts usually

takes a few minutes, while a wire transfer or a postal one may
 take several days. Also, you will not waste your time waiting in
lines at a bank or post office.

2. Expenses control : Even if someone is eager to bring his

disbursements under control, it is necessary to be patient enough to
write down all the petty expenses, which often takes a large part
of the total amount of disbursements. The virtual account contains
the history of all transaction indicating the store and the amount
you spent. And you can check it anytime you want this advantage
of electronic payment system is pretty important in this case.

3. Reduced risk of loss and theft : You cannot forget your virtual
wallet somewhere and it cannot be taken away by robbers.
Although in cyberspace there are many scanners, in one of the
previous articles we described in detail to make your e-currency
account secure.

4. Low commissions : If you pay for internet service provided or

mobile account replenishment through the UPT ( unattended
payment terminal ) you will encounter high fees.
As for the electronic payment system : a fee of this kind of operations
consists of 1% of the total amount , and this a considerable advantage.

5. User-friendly : Usually every service is designed to reach the

widest possible audience, so it has the intuitively understandable
user interface. In addition, there is always the opportunity to submit
a question to a support team, which often works 24 / 7.

7) NEFT (National Electronic Fund Transfer)

What is NEFT ?

National Electronic Funds Transfer (NEFT) is a nation-wide payment

system facilitating one-to-one funds transfer. Under this Scheme,
individuals can electronically transfer funds from any bank branch to any
individual having an account with any other bank branch in the country
participating in the Scheme.

Process :-

Step-1 : Customer fills an application form providing details of the

beneficiary (like name, bank, branch name, IFSC, account type and account
number) and the amount to be remitted. The remitter authorizes his/her bank
branch to debit his account and remit the specified amount to the beneficiary.
This facility is also available through online banking and some banks offer
the NEFT facility even through the A I M.

Step-2 : The originating bank branch prepares a message and send the message
to its pooling centre ( also called the NEFT Service Centre )

Step-3 : The pooling centre forwards the message to the NEFT Clearing
Centre (operated by National Clearing Cell , Reserve Bank of India ,
Mumbai ) to be included for the next available batch.

Step-4 : The Clearing sorts the funds transfer transaction destination bank- wise
and prepares accounting entries to receive funds from the originating banks
(debit) and give the funds to the destination banks (credit). Thereafter, bank-
wise remittance message are forwarded to the destination banks through their
pooling centre (NEFT Service Centre).

Step-5 : The destination banks receive the inward remittance message from
the Clearing Centre and pass on the credit to the beneficiary customers
account.

NEFT CHARGES

SR NO. TRANSACTION SLAB CHARGES

1 Up to Rs. 10000 RS. 2.5

2 Up to Rs. 1.00 lac RS. 5
3 Above Rs. 1.00 lac to 2.00 lacs RS. 15
4 Above Rs. 2.00 lacs RS. 25
 8). RTGS (Real Time Gross Settlement)

‘Real Time Settlement’ , RTGS is the fastest possible money transfer

system through the banking channel. RTGS is typically meant for larger
value transactions and the minimum amount that can be sent via this
mode is Rs.2 lakh.
RTGS system does not require any physical exchange of money; the
central bank makes adjustments in the electronic accounts of Bank A and
Bank B, reducing the balance in Bank A’s account by the amount in
question and increasing the balance of Bank B’s account by the same amount.
The RTGS system is suited for low-volume, high-value transactions. It
lowers settlement risk, besides giving an accurate picture of an
institution’s account at any point of time. The objective of RTGS systems by
central banks throughout the world is to minimize risk in high-value
electronic payment settlement systems. In an RTGS system, transactions are
settled across accounts held at a central bank on a continuous gross basis .

RTGS Process

1. Go to Branch
2. Fill out the form of RTGS available and a cheque designated
“Yourself for RTGS and transfer amount” commission amount in
amount.
3. Submit the form and cheque over counter.

Please note that RTGS is only acceptable for amount greater than Rs. 2,00,000/-
For amount lesser that you may opt for NEFT or IMPS.

RTGS Charges,

Amount Net Banking Charges Branch Banking

charges

Up to RS. 10000 RS 1 plus GST RS 2.5 plus GST

Above 10K But RS 2 plus GST RS 5 plus GST
Up to 1 lac
1 lac to 2 lac RS 3 plus GST RS 15 plus GST
More v than 2 lac RS 5 plus GST RS 25 plus GST
 CH : 4

LITERATURE REVIEW
 1) Ms. Fozia (2013) the purpose of this paper is to determine this
paper is to determine the customer’s perception towards the e-banking services.
A total of number of customer taken for the study is 196. Analysis of
variance technique is employed to study the significant relationship between
the occupation and customer perception of e-banking services and
significant relationship between age and customer perception of e-banking
services. The result of the study clearly shows that different age group of
customer and different occupation group of customers have different perception
towards the e-banking services. The result also propose that demographic
factors impact significantly internet banking behaviour, occupation and
age. Finally, this paper suggests that an understanding the customer’s
perception regarding the e-banking services of public and private banks it
will help to the banker to understand the customers need in better way.

2) Jayshree Chavan (2013)

In his research paper "Internet Banking- Benefits and challenges in an

Emerging Economy". This study New Information technology has taken
imperative place in the future expansion of financial services, especially
banking sector conversion are affected more than any other financial
provider groups. Increased use of mobile services and use of internet as
a new division channel for banking transactions and international trading
requires more concentration towards e-banking security against deceptive
activities. The development and the increasing progress that is being
experienced in the Information and Communication Technology have
brought about a lot of changes in almost all facets of life. In the Banking
Industry, it has been in the form of online banking, which is now
replacing the traditional banking practice. Online banking has a lot of
benefits which add value to customers satisfaction in terms of better
quality of service offerings and at the same time enable the banks gain
more competitive gain over other competitors. This paper discusses some
challenges in an emerging economy.

3) Muhammad s. Alnsour & Khalid al-hyari (2011)

In their research paper "Internet banking and Jordanian corporate
customers : issues of security and trust". This paper research on the
reception behaviour of technology is sizeable. Yet it is relatively assorted
and fragmented in the context of developing economies like Jordan. The
paper tries to offer insights about two critical factors in acceptance behaviour
of Jordanian customers, namely, security and trust. This editorial puts
together an integrated conceptual model for acceptance behaviour of
Jordanian Corporate customers that includes these two significant issues.
Hypotheses are developed from present literature; these indicate possible
associations among the constructs of the model. Based on input received
from 353 corporate customers, the proposed model is empirically tested
using structural equation modeling. Of the hypothesized associations examined,
five were found to be statistically momentous and in the right direction.
The results confirm most of the findings of previous research on the
subject, while some fresh insights on the interrelationships of the
constructs used are also revealed. The results of the study have serious
implications for bankers, corporate online users, and business educators,
who may use the empirically tested model as a diagnostic and monitoring
tool in explaining the acceptance behaviour of Jordanian business users of
online banking. This paper concludes that safekeeping and trust should be
integrated to alleged usefulness and alleged ease of use in explaining
acceptance behaviour of corporate customers.

4) Sudhakar A. M., Suryanarayana, (2011)

''Emerging mobile banking scenario and its adoption in India : a

study", With broadband communication technological developments and
mobile phones penetration (48l million by June 2009) into common have
triggered major thrust in the Banking service sector of India. With Mobile
Banking- a revolutionary approach to banking transactions has created a
strong connectivity between customers and the banks as both will transact
with minimum cost and in minimum time. lt is a timely and its cost
effective services can deliver mobile money to non-banked poor people
and will induce economic growth of the country, This article discusses the
status of Mobile Banking in India and other countries with emphasis on
data security and standards and its implication on banking sector.
5) Hernan E. Riquelme & Khalid A . Mekkaoui (2009)

In their research titled on “internet Banking Customer Satisfaction and

Online Service Attributes". The purpose of the study was to (a) identify
which customer service and online attributes predict overall satisfaction,
(b) to determine if satisfied customers use more on line banking features
than less satisfied customers and (c) to identify characteristics of less satisfied
customers. The sample was drawn from one of the main banks in Kuwait,
the Middle East. Multiple regression and discriminate analyses were used
to analyze the data. The findings suggest that satisfaction can be generated
through improving courtesy, content, timeliness and product and services
offered. The latter being the most important factor in driving internet
banking satisfaction. The findings suggest that the majority of the customers
in the sample are satisfied or very satisfied with the service and online
systems attributes. The investigation does not support previous findings
that more satisfied customers tend to use more product and services or
that using internet banking for a longer period is associated with higher
levels of satisfaction. It appears that companies that offer a wide product
portfolio and relevant website content accompanied by prompt and
courteous response create satisfaction online.

6) Pooja Malhotra & Balwinder Singh (2009)

In their research paper ''The Impact of Internet Banking on Bank

Performance and Risk: The Indian Experience". The paper describes the
current state of Internet banking in India and discusses its implications for
the Indian banking industry. Particularly, it seeks to examine the impact of
Internet banking on banks’ performance and risk. Using information drawn
from the survey of 85 scheduled commercial bank's websites, during period
of June 2007, the results show that nearly 57 percent of the Indian
commercial banks are providing transactional Internet banking service. The
univariate analysis indicates that Internet banks are larger banks and have
efficiency ratios and profitability as compared to non-Internet banks. Internet
banks rely more heavily on core deposits for funding than non-Internet
banks do. However, the multiple regression result reveal that the profitability
and offering of Internet banking does not have any significant association.
On the other hand, Internet banking has a significant and negative
association with risk profile of the banks.

7) Rajesh Kumar Srivastava (2007)

In his research paper "Customer's perception on usage of internet

banking" This paper present to Internet banking is still at infancy stage
in the world. Many studies focused on usage of internet banking but many
factors on non-usage were overlooked. This research was carried out to validate
the conceptual model of internet banking. The causes were identified and
researched through correcting the causative factors so that internet banking can
bus by more people. This will help the banking operations to be more cost
effective. The research is focused on what are the customer’s perceptions
about internet banking and what are the drivers that drive consumers. How
consumers have accepted internet banking and how to improve the usage
rate were the focus of research area in this study. Qualitative exploratory
research using questionnaire was applied. 500 respondents were selected
for study after initial screening. They were all bank customers. The study
revealed that education, gender, income plays an important role in usage of
internet banking. Not much researches been done on these areas as they were
focused more on the acceptance of technology rather than on people. The
research corroborated the conceptual framework stating that if skills can be
upgraded there will be greater will tousle internet banking by consumers.
Inhibitory factors like trust, gender, education, culture, religion, security, and
price can have minimal effect on consumer mindset towards internet banking.
 CH : 5
RESEARCH METHODOLOGY
 RESEARCH METHOLOGY

The present study was undertaken “Customer perception towards Operation

& Customer service provided through E-banking”

5.1 STATEMENT OF THE PROBLEM

As there are immense opportunities or the retail banking in

India. This project is on the issues and challenges in the retail banking
because of the competition of the various banks and the customer satisfaction
of the E-banking services which the banks are providing and at the same
time to solve the complaints of the customer and maintaining the sound
relationship for the future and by this way to estimate the future growth of
the retail banking.

5.2 SIGNIFICANCE OF THE STUDY

 There are 100 of customer of AU small finance Bank. So it

Becomes Compulsory To Know Their Level of Satisfaction.

 Through Research Bank Can also get Idea about the Improvement,
Which is to be Brought in Bank’s Service.

 It Gives The Knowledge about Procedures, Rules, And Norms of

Bank.

5.3 OBJECTIVE OF THE STUDY

 To study operation and customer service provided through E-banking

at AU small finance bank.
 To know about the satisfaction level of customer towards E-banking
service.
  To find out the major problems faced by the customers while
using e-banking services.

5.4 NEED OF THE STUDY

 To determining growth direction of online banking services.

 Promoting e-banking services in banking industry

 Customer satisfaction will be taken into consideration about the

internet banking.

5.5 LIMITATION OF THE STUDY

 Research is only Based Within Ahmedabad Area.

 Questionnaire is only Main Source for Research.

 Sample Size Is Only 100.

 As Sample Size Is Not Large it’s Difficult to Cover Whole Market.

5.6 RESERARCH DESIGN

 I have used DESCRIPTIVE RESEARCH DESIGN.

 I will choose this research design because the main goal of the
research design is to describe the data & features what being studied.
 Descriptive research design is a fact finding investigation with
adequate interpretation. It focuses on particular aspect or dimension
of the problem studied. It is designed to gather descriptive
information.
 5.7 DATA SOURCES

 Primary and Secondary Data Both are Included.

 The Major Type Of Information Used Is Primary Data and This is

done through Primary Survey.

 Secondary Data Included, Bank’s Annual Report and Website.

 6. DATA ANALYSIS AND INTERPRETATION

1. GRAPHICAL ANALYSES:

Q.1) RESPONDENTS OF GENDER

Frequenc Percent
y
MALE 94 92.2
FEMAL
Valid 7 6.9
E
Total 101 99.0
Missing System 1 1.0
Total 102 100.0

INTERPRETATION:
In Showing the above chart for the respondent of the gender basis. We have to
collect data from females also. They are interactive banking services. There are
almost 7% of the female and approximately 93% of male respondent.
Q.2) AGE:
Frequenc Percent
y
18 -25 78 76.5
26 - 30 12 11.8
31 - 35 4 3.9
Valid
ABOVE
7 6.9
35
Total 101 99.0
Missin
System 1 1.0
g
Total 102 100.0

INTERPRETATION:

From the above data, we can see that the highest number of the
respondent falls in the age group of 18 – 25 years. The lowest no. of
respondent is 31 – 35 years age group. And remaining respondent age
are almost similar no. of respondent.
Q : 3 MARRITAL STATUS :

MS

Frequenc Percent Valid Cumulative

y Percent Percent

married 27 26.5 26.7 26.7

Valid unmarried 74 72.5 73.3 100.0

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

INTERPRETATION :

In Showing the above chart for the respondent of marital status. There are
26.5% of the respondent is married and 72.5% of the respondent is
unmarried. So unmarried respondent is using e-banking very strongly
according to the data.
Q :4 EDUCATION

Frequenc Percent Valid Cumulative

y Percent Percent

graduate 50 49.0 49.5 49.5

post graduate 25 24.5 24.8 74.3

Valid diploma 9 8.8 8.9 83.2

other 17 16.7 16.8 100.0

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

INTERPRETATION :

Based on the analysis, it can be conclude that following qualification wise

respondents who have participated in these study. There are 49%, 24.5%, 8.8%
and 16.7% are Graduate, Post graduate, diploma and other respctively.
Q : 5 OCCUPATION

Frequency Percent Valid Percent Cumulative

Percent

goverment employee 6 5.9 6.0 6.0

business 27 26.5 27.0 33.0

Valid farmer 3 2.9 3.0 36.0

other 64 62.7 64.0 100.0

Total 100 98.0 100.0

Missing System 2 2.0

Total 102 100.0

INTERPRETATION :
In the above chart, it shows that 62.7% of the customer are in Other category
And second 26.5% of the respondent is businessman. Remaining are farmer and
government employee.
Q : 6 MONTHLY INCOME

Frequenc Percent Valid Cumulative

y Percent Percent

10000 -
46 45.1 45.5 45.5
20000

20001-30000 27 26.5 26.7 72.3

Valid 30001-40000 14 13.7 13.9 86.1

ABOVE
14 13.7 13.9 100.0
40000

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

INTERPRETATION :

The above chart shows that the maximum person’s income is RS. 10000 –
20000. It includes all potential & non potential customer. It also shows that
27.4% respondent income is more than 30001. And 26.5% income is 20001 –
30000.
Q : 7 HOW OFTEN DO YOU USE E-BANKING ?

Frequenc Percent Valid Cumulative

y Percent Percent

daily 43 42.2 43.0 43.0

Weekly 37 36.3 37.0 80.0

monthl
Valid 16 15.7 16.0 96.0
y

Yearly 4 3.9 4.0 100.0

Total 100 98.0 100.0

Missin
System 2 2.0
g

Total 102 100.0

INTERPRETATION :

In showing the above chart we are identifying that there are 42.2% of the
respondent is using e-banking in daily basis. And the lowest no. of the
respondent using yearly basis. Almost 36.5 % respondent is using weakly.
Q : 8 INTERNET BANKING SERVICE IS LESS COSTLY THAN
OTHER BANKING SERVICES ?

Frequency Percent Valid Cumulative

Percent Percent

.00 1 1.0 1.0 1.0

agree 47 46.1 46.5 47.5

strongly agree 22 21.6 21.8 69.3

netraul 20 19.6 19.8 89.1

Valid
disagree 6 5.9 5.9 95.0

strongly
5 4.9 5.0 100.0
disagree

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph shows that e-banking less costly than other banking service.
where, 46.1% are agree with this And almost 5% are disagree with
service.
Q : 9 INTERNET BANKING TRANSACTION PROCCEDURES ARE
SIMPLE AND STRAIGHTFORWARD.

Frequenc Percent Valid Cumulative

y Percent Percent

.00 1 1.0 1.0 1.0

agree 46 45.1 45.5 46.5

strongly agree 32 31.4 31.7 78.2

neutral 11 10.8 10.9 89.1

Valid
disagree 4 3.9 4.0 93.1

strongly
7 6.9 6.9 100.0
disagree

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph shows that 45.1% says that e-banking is simple and
straightforward. And 31.4% are Strongly agree with the service. Where
remaining are neutral, disagree And Strongly disagree.
Q : 10 E - BANKING TRANSACTION ARE COMPLEX.

Frequen Percen Valid Cumulativ

cy t Percent e Percent

.00 1 1.0 1.0 1.0

agree 36 35.3 35.6 36.6

strongly
19 18.6 18.8 55.4
agree

Valid neutral 27 26.5 26.7 82.2

disagree 12 11.8 11.9 94.1

strongly
6 5.9 5.9 100.0
disagree

Total 101 99.0 100.0

Missi
System 1 1.0
ng

Total 102 100.0

Above graph says that 35.3% are agree with that there is complex in E-
banking transaction. Where, 18.6%, 26.5%, 11.8% And 5.9% are strongly
agree, neutral, disagree and strongly disagree.
Q : 11 BANK OFFICER SHOULD BE IN FRONT OF ME DURING THE
PROCESS.

Frequenc Percent Valid Cumulative

y Percent Percent

.00 1 1.0 1.0 1.0

agree 32 31.4 31.7 32.7

strongly agree 20 19.6 19.8 52.5

neutral 29 28.4 28.7 81.2

Valid
disagree 10 9.8 9.9 91.1

strongly
9 8.8 8.9 100.0
disagree

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph show that 31.4% people are agree with that officer should be in
front me during the process. And 28.4% are neutral with the question. And
19.6% are strongly agree that point and remaining are disagree and strongly
disagree.
Q : 12 E - BANKING IS MORE EFFECTIVE THAN BRANCH
BANKING ABOUT TIME SAVING.

Frequenc Percent Valid Cumulative

y Percent Percent

.00 1 1.0 1.0 1.0

agree 39 38.2 38.6 39.6

strongly agree 37 36.3 36.6 76.2

neutral 10 9.8 9.9 86.1

Valid
disagree 5 4.9 5.0 91.1

strongly
9 8.8 8.9 100.0
disagree

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph says that highest percentage of people with 38.2% agree that e-
banking is more effective. And almost similar that strongly agree with 36.3%.
And remaining are neutral, disagree or Strongly disagree.
Q : 13 IT IS CONVENIENT BECAUSE IT ELIMINATES THE RISK OF
CARRYING CASH.

Frequency Percent Valid Percent Cumulative

Percent

.00 1 1.0 1.0 1.0

agree 37 36.3 36.6 37.6

strongly agree 30 29.4 29.7 67.3

Valid neutral 23 22.5 22.8 90.1

disagree 5 4.9 5.0 95.0

strongly disagree 5 4.9 5.0 100.0

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph shows that, more person are convenient way for e-banking, Where
36.3% are agree. While almost 5% customer disagree with e-banking. And
22.5% answer is Neutral. Approximately 30% are Strongly agree.
Q : 14 WEBSITE ARE SAFE THAT OFFER E - BANKING SERVICES.

Frequency Percent Valid Percent Cumulative

Percent

.00 1 1.0 1.0 1.0

agree 46 45.1 45.5 46.5

strongly agree 19 18.6 18.8 65.3

neutral 22 21.6 21.8 87.1

Valid
disagree 6 5.9 5.9 93.1

strongly
7 6.9 6.9 100.0
disagree

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph shows that website are safe for the e-banking service, where
45.1% are agree with that website are safe for using e-banking service.
And almost 6 – 7 % are disagree for the website are not safe. And last
remaining are neutral.
Q : 15 IF I HAVE ANY PROBLEM ABOUT INTERNET BANKING
SERVICE , BANKS POVIDE SUPPORT.

Frequency Percent Valid Percent Cumulative

Percent

.00 1 1.0 1.0 1.0

agree 35 34.3 34.7 35.6

strongly agree 22 21.6 21.8 57.4

Valid neutral 31 30.4 30.7 88.1

disagree 7 6.9 6.9 95.0

strongly disagree 5 4.9 5.0 100.0

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

According to this data customer are agree with 34.3% that bank provide
support when you are in problem in e-banking services. Second 30.4%
are neutral in this graph for e-banking service. And last 11–12% are
disagree with the service.
Q : 16 BANKS GIVE ENOUGH INFORMATION ABOUT THE
INTERNET BANKING SERVICE.

Frequency Percent Valid Percent Cumulative

Percent

.00 1 1.0 1.0 1.0

agree 51 50.0 50.5 51.5

strongly agree 23 22.5 22.8 74.3

Valid neutral 13 12.7 12.9 87.1

disagree 7 6.9 6.9 94.1

strongly disagree 6 5.9 5.9 100.0

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph says that in this data 50% customer are saying that bank
provide enough e-banking service information you need. And similar that
7-8% customer disagree with that bank will not provide information about
the e-banking.
Q : 17 I THINK , I ENTERED MY PERSONAL DATA IS PROTECTED
DURING THE PROCESS.

Frequency Percent Valid Percent Cumulative

Percent

.00 1 1.0 1.0 1.0

agree 45 44.1 44.6 45.5

strongly agree 27 26.5 26.7 72.3

Valid neutral 16 15.7 15.8 88.1

disagree 8 7.8 7.9 96.0

strongly disagree 4 3.9 4.0 100.0

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

So Above graph says that 44.1 % are agree with that people are aware
about their data is protected during the process. With 15.7% are neutral
during the process of e-banking. And 11-12% people are disagree about
the data is protected during the process.
Q : 18 ARE YOU SATISFIED WITH YOUR BANK'S INTERNET
BANKING SERVICE ?

Frequency Percent Valid Percent Cumulative

Percent

.00 1 1.0 1.0 1.0

Yes I am satisfied 94 92.2 93.1 94.1

Valid
No I am not satisfied 6 5.9 5.9 100.0

Total 101 99.0 100.0

Missing System 1 1.0

Total 102 100.0

Above graph shows that how many people satisfied with the internet banking
service. Where, 92.2% are Satisfied with the internet banking service While,
5.9% are not satisfied with the service.
 2. STATESTICAL ANALYSIS :

1) TEST OF NORMALITY:

Ho: The sample data is normally distributed for E-Banking.

H1: The sample data is not normally distributed for E -Banking.

Tests of Normality
Kolmogorov-Smirnova Shapiro-Wilk
Statistic df Sig. Statistic df Sig.
AGE .452 100 .000 .528 100 .000
GENDER .538 100 .000 .278 100 .000
INCOME .266 100 .000 .793 100 .000
MS .457 100 .000 .554 100 .000
EDUCATION .288 100 .000 .758 100 .000
OCCUPATION .403 100 .000 .673 100 .000

Interpretation:

Overall data indicated that our collected data is normally. We can see in
chart for age graph, gender graph, marital status, Education graph,
Occupation and income graph are indicating that follow all respondent is
normal base not significance out layer. So, null hypotheses are accepted
and alternative will be rejected.
 2) ONE WAY ANOVA:

H1: There is no significance difference in overall perception of respondents in

E-banking among gender.

ANOVA
OPREB
Sum of Squares df Mean Square F Sig.
Between Groups .799 1 .799 1.046 .309
Within Groups 74.882 98 .764
Total 75.681 99

The table show the Null hypothesis (H0) is accepted and alternative (H1)
is rejected. Because of significance level is 0.309 is greater than 0.05. So,
it indicates that there is no significance difference in the behaviour
towards e-banking on the basis of gender.

H2: There is no significance difference in overall perception of respondents in

E-banking among income.

ANOVA
OPREB
Sum of Squares df Mean Square F Sig.
Between Groups .306 3 .102 .130 .942
Within Groups 75.375 96 .785
Total 75.681 99

The table shows the Null hypotheses (H0) is rejected and alternative (H1) is
accepted. Because of significance level is 0.942 is more than 0.05. So, it
indicates that there is significance difference in the behaviour towards e-
banking on the basis of income.
FINDINGS :

 As per the survey. Most of the people are using e-banking services for
time saving and transaction and many more things.

 In Ahmedabad area, most of the customers are using internet and

aware about the e-banking services

 Customers are satisfied with the e-banking because the all the
transaction will be fast & cheap. And also time is saving.

 All the people are not well educated so they cannot easily trust
towards e-banking facility because they have lack of information
and confuse how to the use E-banking services.

 More businessmen prefer ATM facility for their daily transaction

because they can withdrawal the money at any place or anywhere.
SUGGESTIONS / RECOMMENDATION :

 Arrange the meeting for customer which e-banking officer to meet their
expectation so that they can satisfy with services.
 Employee should note the problems which are faced by the customer, So
they can easily help to the customers.
 To encourage customer that e-banking is totally safe if you take necessary
precautionary like protect your password from other.
 To provide more training to the employee and customer about the handling
of the e-banking procedures.
 Technology & security related issues should be given while providing
services through customers care services.
 There should be a Board on every Desk which can specify the work and it
can be helpful to the customer.
 They should to give knowledge of e-banking to the customer.
CONCLUSION :

I had great experience to work on this project and learned a lot in this
time of project. The study identified the main objectives of the code
and conduct and e-banking for customer. Research is also draw an
important conclusion from research that customer are interested in e-
banking. And according my opinion that you have to some awareness
about the e-banking.
 ANNEXURE
“Customer perception towards Operation & Customer service provided
through E-banking”

1) Name : ______________

2) Gender

Male Female

3) Age

o 18 – 25
o 26 – 30
o 31 – 35
o Above 35

4) Marrital status

o Married
o Unmarried

5) Education

o Graduate
o Post Graduate
o Diploma
o Other

6) Occupation
o Government employee
o Business
o Farmer
o Other
 7) Monthly Income

o 10000 – 20000
o 20001 – 30000
o 30001 – 40000
o Above 40000

8) How often do you see e – banking ?

o Daily
o Weekly
o Monthly
o Yearly

 Service quality dimensions

1. Agree
2. Strongly Agree
3. Neutral
4. Disagree
5. Strongly disagree

No. Agree Strongly Neutral Disagree Strongly

Agree disagree
1 Internet banking service is less
costly than other banking services.
( Branch , ATM , Mobile banking )
2 Internet banking transaction
proccedures are simple and straight
forward.
3 E – banking transaction are complex.
4 Bank officer should be in front of
me during the process.
5 E – banking is more effective than
branch banking about time saving.
6 It is convenient because it eliminates
the risk of carrying cash.
7 Website are safe that offer e - banking
services.
8 If i have any problem about internet
banking service , banks povide support.
9 Banks give enough information about
the internet banking service.
10 I think , I entered my personal data is
protected during the process.

 Are you Satisfied with your bank’s internet banking service ?

o Yes I am satisfied
o No I am not satisfied
 BIBLOGRAPHY

 http://rnsbindia.com/index.aspx?page=about_bank

 https://www.aubank.co.in/

 http://gjeshenv.com/gjesh/curren_tissue/voi1/gjesh_14-0601.pdf

 http://shodh.inflibnet.ac.in/bitstream/123456789/203/3/03_litera
ture%20review.pdf

 http://shodhganga.inflibnet.ac.in/bitstream/10603/117794/9/09_
chapter2.pdf

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