KLE DR. M. S.

SHESHGIRI COLLEGE OF ENGINEERING

AND TECHNOLOGY

Udyambag, Belagavi– 590008

DEPARTMENT OF MBA

(Affiliated to Visvesvaraya Technological University,

Belagavi) (2019-2021)

A PROJECT REPORT ON

“CONSUMER PREFERENCE TOWARDS NET BANKING

AND ITS IMPACT ON SATISFACTION LEVEL”

Undertaken At

HDFC BANK LTD, AQUEM

By

BABULESH YADAV

02FM21MBA012
 Internship Report On
" CONSUMER PREFERENCE TOWARDS NET BANKING AND ITS IMPACT ON
SATISFACTION LEVEL "
Undertaken At
HDFC BANK, AQUEM
Submitted To
VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELAGAVI
In partial fulfillment of the requirement for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Dr. Prayag Gokhale Mr. Gaurav Bhatt
Asst. Professor Branch Manager
Department of MBA HDFC BANK
KLE Dr. MSSCET. Aquem, Margao
Belgavi Goa

DEPARTMENT OF MBA
KLE Dr.M.S. SHESHGIRI COLLEGE OF ENGINEERING AND TECHNOLOGY
UDYAMBAG, BELAGAVI - 590008
(2019-2021)
 M.S. SHESHGIRI
COLLEGE OF ENGINEERING AND TECHNOLOGY
UDYAMBAG, BELAGAVI - 590008
DEPARTMENT OF MBA
(2019-2021)

CERTIFICATE

This is to certify that MR BABULESH YADAV bearing USN 02FM21MBA012, is a

Bonafede student of Master of Business Administration course of the Institute (2019- 2021),
affiliated to Visvesvaraya Technological University, Belgaum. Internship report on
“Consumer Preference Towards Net Banking and Its Impact on Satisfaction Level” is
prepared by her under the guidance of Dr. Prayag Gokhale, in partial fulfilment of the
requirements of the award of the degree of Master of Business Administration of
Visvesvaraya Technological University, Belagavi Karnataka.

Signature of

Signature of Signature of

Internal Guide HOD Principle

(Dr. Prayag Gokhale) (Dr. D G Kulkarni ) (Dr. Basavaraj Katager)

Signature of External Examiner with Date

i
ii
 DECLARATION

I, Tanaz Salam Khan hereby declare that the Project Report entitled “Consumer Preference
Towards Net Banking and Its Impact on Satisfaction Level” with reference to “HDFC
BANK LTD.” is recorded of independent work carried out by me under the guidance of Dr.
Prayag Gokhale faculty of M.B.A. department, KLE Dr. M. S. Sheshgiri College of
Engineering and Technology and external assistance by Mr. Gaurav Bhatt, Branch
Manager at HDFC BANK Ltd, Aquem, Goa. I also declare that this Project work is towards
the partial fulfilment of the university regulation for the award of degree of Master of
Business Administration by Visvesvaraya Technology University, Belagavi. I have
undergone an internship project for a period of six weeks. I further declare that this Project is
based on the original study undertaken by me and not been submitted for the award of any
degree from any other University/ Institution.

Place: Belagavi Signature of Student

Date: Tanaz Salam Khan

USN: 2KL19MBA50.

iii
 ACKNOWLEDGEMENT

It is my pleasure to be indebted to various people, who directly or indirectly contributed to

the successful completion of my MBA project work.

I extend my sincere thanks to my Project Guide Dr. Prayag Gokhale who has provided his
valuable suggestions and precious time in accomplishing my project work. I am very grateful
to Mr. Gaurav Bhatt, Branch Manager at HDFC BANK Ltd, Aquem, Goa

I extend my sincere gratitude to our HOD of MBA Department KLE Dr. MSSCET
Belgaum, Dr. Deepak Kulkarni and the Principal Dr. Basavaraj Katageri who has
provided me this opportunity to undergo the project work at their valuable suggestions and
precious time.

Lastly, I would like to thank my parents for their moral support and my friends and seniors
with whom I shared my experience and received lots of suggestions that improved the quality
of my project work.

Tanaz Salam Khan

2KL19MBA50

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 TABLE OF CONTENT

Certificate from Institution i

Certificate from Organization ii

Declaration by Student iii

Acknowledgment iv

Table of Content v

List of Exhibit vii

List of Table viii

List of Graphs x

Executive Summary xii

CHAPTER 1: INTRODUCTION 1

1.1. Introduction about Internship 1

1.2. Introduction to industry profile 1
1.3. Company profile 2
1.4. Vision, mission, and quality policy 4
1.5. Promoters 4
1.6. Products and services 4
1.7. Area of operations 5
1.8. Competitors 6
1.9. SWOT analysis 9
1.10. Analysis of financial statement 10

CHAPTER 2: CONCEPTUAL BACKGROUND AND LITREATURE REVIEW 12

2.1. Theoretical background of the study 12

2.2. Literature review 13

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CHAPTER 3: RESEARCH DESIGN 21
3.1. Problem statement 21
3.2. Need for study. 21
3.3. Objectives 21
3.4. Scope of the study 21
3.5. Research Methodology 22
3.6. Hypothesis 22
3.7. limitation 22
CHAPTER 4: ANALYSIS AND INTERPRETATION 23

CHAPTER 5: FINDINGS, CONCLUSION AND SUGGESTION 48

5.1. Findings 48
5.2. Conclusion 51
5.3. Suggestions 51
REFERENCE 52

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 LIST OF EXHIBITS

EXHIBIT NO. PARTICULAR PAGE NO.

1.1. Company Logo 2

1.2 Products & Services 5

1.3 HDFC companies Group 5

1.4 Axis Bank logo 6

1.5 ICICI Bank logo 7

1.6 Induslnd bank logo 7

1.7 Kotak Mahindra Bank logo 8

1.8 SWOT Analysis 9

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 TABLE OF CONTENTS

TABLE PARTICULAR PAGE

NO. NO.

Executive Summary 3
1 Introduction to Investment Banking 22
2 History of Investment Banking 23
3 Definition 24
4 Evolution & Emergence of Investment Banking 25
5 Investment Banking Services :Scope & services Rendered 26
6 Investment Banking in India 27
7 Investment Banking : Past and Present 28

8 Investment Banking : Current Scenario 29

9 Recent Development in Investing Banking 30

10 India ‘s Top 10 M & A players 31

11 Need & Importance of Investment Banking. 32

12 Regulatory Framework for Investment Banking in 33

India

13 Role of Investment Bankers 34

14 Commercial Banks & Investment Banks Comparison . 35

15 Growth of Investment Banks in India . 36

16 Investment Banking : International Scenario 37

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18 Playing in Investment Banking 38

19 Conclusion 39

20 Bibliography 40

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 LIST OF GRAPHS

GRAPH PARTICULAR PAGE

NO. NO.
4.1 Graphical representation of total male and female 23
respondents
4.2 Graphical representation of different age criteria of the 24
respondents
4.3 Graphical representation of marital status of the respondents 25
4.4. Graphical representation of occupation of the respondents 26
4.5. Graphical representation of income level of respondents 27
4.6 Graphical representation of different banks customers avail 28
banking services

4.7 Graphical representation of customers duration in their 29

preferred bank.

4.8 Graphical representation of how much customers is using net 30

banking services.
4.9 Graphical representation of different reason to opt for 31
banking services
4.10 Graphical representation of different e-banking facilities 32
provided by the bank.

4.11 . Graphical representation of online features available 33

through net banking

4.12 Graphical representation of different ways customers got to 34

know about ebanking services
4.13 . Graphical representation of customer’s opinion on net 35
banking services are easier than traditional channel

4.14 Graphical representation on customer’s agreeing whether net 36

banking is more prestigious than queuing at the bank halls.

4.15 Graphical representation customer is agreeing on attractive 37

services provided by their banks for e-banking services

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4.16 Graphical representation of customers satisfaction on their 38
bet banking services.

4.17 Graphical representation of customers satisfaction on their 39

bet banking services.

4.18 Graphical representation of customers satisfaction on their 40

login process of net banking.
4.19 . Graphical representation of customers satisfying on the 41
speed of logging into the net banking services

4.20 Graphical representation of customers satisfaction on their 42

protection of personal information etc.

4.21 Graphical representation of customers satisfaction for 43

services offered through net banking.
4.22 Graphical representation of customers satisfaction for 44
understanding data & information through net banking.

4.23 Graphical representation of customers satisfaction in term of 45

speed of transactions on net banking

4.24 Graphical representation of customers satisfaction with 46

design & language provided by net banking

4.25 Graphical representation of customers satisfaction of services 47

& information through net banking.

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 EXECUTIVE SUMMARY

This project requirement is a part of curriculum of MBA Degree course. The study is
conducted at HDFC Bank Ltd, Aquem. This study was conducted for period of six weeks.
The project was based on the topic “Consumer Preference Towards Net Banking and Its
Impact on Satisfaction Level”.

The main objective of the study is to understand the customer perception towards net
banking, to understand need for consumer, to analyses the impact of net banking activities
towards customers and to study customers satisfaction towards the net banking services. The
analysis was conducted so that we understand how many banking customers are familiar with
net banking and how many customers are satisfied with the growing technology of net
banking.

The study helps to understand the main aspect of net banking and with that how customers
are satisfied with it. Here we have analysed the main features of net banking that includes the
safety process, the login process, the safety of their private information etc. s. The customers
now are very much aware of the net banking services provided by the banks and majority of
the respondents are currently using the net services since the pandemic and the customers
have reduced traditional methods and they are more digitalized now.

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