BSPML’S

JAIKRANTI COLLEGE OF COMPUTER SCIENCE AND MANAGEMENT STUDIES,

KATRAJ, PUNE.

A PROJECT REPORT ON

“A SURVEY ON CUSTOMER SATISFACTION TOWARDS SMARTPHONE”

SUBMITTED BY,

Mr. ZANJURNE PRANAV SUNIL

UNDER THE GUIDENCE OF,

Prof. S.S JOSHI

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD

OF THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

BBA 2ND YEAR (MARKETING MANAGEMENT)

THE ACADEMIC YEAR (2022-2023)

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 VISIT LETTER

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 CERTIFICATE

This is to certify that Mr. ZANJURNE PRANAV SUNIL, Seat no.6443 has worked and
completed his Project Work, in the faculty of COMMERCE AND MANAGEMENT under the
specialization of MARKETING MANAGEMENT, on Title of the project to be written “A
SURVEY ON CONSUMER SATISFACTION TOWARDS SMARTPHONE”

Under my supervision it’s all his own work and facts reported by him personal finding
and investigation.

Place:

Date:-

Prof. S.S Joshi Prof. Vishal Landge prof. Amol kale

Project guide HOD Principal

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 APPROVAL SHEET

(VIVA VOCE COMMITTEE)

Title of Project: “A SURVEY ON CONSUMER SATISFACTION TOWARDS

SMARTPHONE’’

Name of Student: Mr. ZANJURNE PRANAV SUNIL

University Exam Seat No: 6443

Accepted by the VIVA VOCE COMMITTEE, department of Commerce, Faculty of

Commerce and management, BSPML‟S Jaikranti College of Computer Science And
Management Studies, katraj, Pune in partial fulfillment of requirements for the Degree of
Bachelor of Business Administration.

Roll no: - Seat no:-6443

Internal Examiner External Examiner

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 ACKNOWLEDGEMENT

Our first experience of project has been really valuable. Sincere thanks to all the staff
for their support and guidance. This project wouldn't have completed without their
continuous support and encouragement. We hereby acknowledge their help with deep
gratitude, as below
Library Dept., Marketing, BSPML’S Jaikranti College of computer Science and Management
Studies, Katraj, pune

Prof: Amol Kale

Principal

Prof. Vishal Landge

HOD

Mr. PRANAV SUNIL ZANJURNE

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 DECLARATION

I am Mr. PRANAV SUNIL ZANJURNE, of (SY) BBA studying at Jaikranti College of

Computer Science and Management Studies, Katraj, Pune. Hereby declare that the project
titled “A SURVEY ON CONSUMER SATISFACTION TOWARDS SMARTPHONE” was
carried by me in the partial fulfillment of BBA program under Savitribai Phule Pune
University.

This project under taken by me as part of the academic curriculum according to

university rules and norms has no commercial motive or interest. It is not submitted to any
other organization to any other purpose.

Place: - Katraj, Pune.

Date:-

Mr. PRANAV SUNIL ZANJURNE

(BBA 2nd Year)

(Marketing Management)

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 INDEX

Sr. No Name of content Page no.

 SUMMERY 8

1  Technology in banking
 Importance of Technology in Banking 9

2  Net Banking
 Advantages
 Disadvantages 10-15

3  Mobile Banking
 Advantages
 Disadvantages 16-27
 Mobile banking application (BHIM UPI)

4  Cyber security in
E-Banking 28-32
 Importance
 Precaution
BIBLIOGRAPHY
 QUESTIONNAIRE’S 33-35

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  SUMMERY
The term “Banking Technology” refers to the use of sophisticated information and communication
technologies together with computer science to enable banks to offer better services to its customers
in a secure, reliable and affordable manner and sustain competitive advantage over other banks.
Banking Technology also subsumes the activity of using advanced computer algorithms in
unraveling the patterns of customer behavior by sifting through customer details such as
demographic, psychographic and transactional data. This activity also known data mining, helps
banks achieve their business objectives by solving various marketing problems such as customer
segmentation, customer scoring, target marketing, market-basket analysis, cross-sell, up-sell,
customer retention by modeling churn etc.

. Successful use of data mining helps banks achieve significant increase in profits and thereby retain
sustainable advantage over their competitors. From theoretical perspective, Banking Technology is
not a single, stand-alone discipline, but a confluence of several disparate fields such as finance
(subsuming risk management), information technology, communication technology, computer
science and marketing science. Figure 1 depicts the constituents of Banking Technology. From the
functional perspective, Banking Technology has three important dimensions. They are as follows:
(i) The use of appropriate hardware for conducting business and servicing the customers through
various delivery channels and payments systems and the associated software constitutes one
dimension of Banking Technology. The use of computer networks, security algorithms in its
transactions, use of ATM and credit cards, Internet banking, telebanking and mobile banking are all
covered by this dimension.
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 1. importance of Technology of Banking:

Computer and other electronic technologies in banks has the following advantages which state the
importance of such new technology in banking:

1) Increase in Efficiency: Efficient and quick service to customer can be provided with the
help of modern technologies.

2) Cost Reduction: There is reduction in cost including floor space because of the use of
modern technology.

3) Accuracy: The clearing of cheques, pass book entries, inter-branch and inter-bank

reconciliation and such other functions can now be carried out quickly, correctly and legibly
with modern technology.

4) Customer Service: With internet facility, the customers need not go to the bank office.
All banking transactions and updating of accounts can be done while at home or in transit.
Networking means sharing of information, giving messages and being in face-to-face contact
even when apart. It is the meeting without moving.

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 2. Net Banking

 internet banking, web banking or home banking, is an electronic payment

system that enables customers of a bank or other financial institution to conduct a range
of financial transactions through the financial institution's website. The online banking
system will typically connect to or be part of the core banking system operated by a bank to
provide customers access to banking services in addition to or in place of traditional branch
banking. Online banking significantly reduces the banks' operating cost by reducing reliance
on a branch network and offers greater convenience to some customers by lessening the need
to visit a branch bank as well as the convenience of being able to perform banking
transactions even when branches are closed. Internet banking provides personal and
corporate banking services offering features such as viewing account balances, obtaining
statements, checking recent transactions, transferring money between accounts, and making
payments.

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  Advantages Of Net banking
With Internet banking services, you can conduct an array of banking transactions. The prominent
ones are as under.

 Check Account Balances & Statements:

You can log into the internet banking account to check your account balance at any time.
You can check for recent transactions or download statements from years ago.

 24x7 Fund Transfer

You can transfer money within the same or different banks through internet banking via
facilities like RTGS, IMPS, NEFT, and UPI. You can also initiate overseas fund transfers.

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  Bill Payments & Recharge:

You can pay various utility bills like electricity, landline, gas, property tax, etc., and set up standing
instructions for automatic payments. You may also recharge your DTH and mobile phone
connection, pay credit card bills and loan EMIs conveniently

 Order Cheque Books & Cards:

Another feature of internet banking is the provision to place orders for new cheque books and
bank cards. You can apply for primary and add-on debit cards and credit cards online and get
swift delivery.

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 Open deposit accounts:

Banks also allow you to open fixed and recurring deposits through the internet banking
platform. You can choose your preferred type of term deposit and tenure, and earn higher
interest rates than those provided on your savings account.

 Make Investments:

Whether you wish to invest in mutual funds, bonds, shares, or other market products, you can
do so through internet banking. You can also link your bank account to your investment
accounts for instant credit and debit of funds.

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 Provide Security:

 Banks take various measures to ensure you enjoy a secure internet banking experience.
Security features of internet banking systems include multi-factor authentication, virtual
keyboard, spending limits and session timeouts. You also receive SMA and email alerts
when you log into the internet banking platform to ensure your account is secured from
fraudulent activities.

 File Tax Returns :

Some banks also allow you to file your income tax returns on their internet banking platform.
All you need to do is log in, select the income tax e-filing option and file your taxes.

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  Disadvantages Of Net Banking
As compare to advantages the disadvantages are very less as below:

 Hacking:

Most the customers are financially illiterate, unknowingly they tell precious information
about the account to the third person that third person that raises some concern about the
security about the account.

 Stable internet :

Stable connection is required or else that stops retail customers from using the service mainly
in rural areas.

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 3. Mobile Banking

Mobile banking is a service that allows customers to access their bank accounts and perform
various banking tasks, such as transferring money, checking account balances, and paying bills,
using a mobile device, such as a smartphone or tablet. To use mobile banking, customers must first
download the bank’s mobile app from an authorized app store and create a user profile. Once the
app is installed and the user profile is set up, customers can take advantage of a range of banking
services and features on their mobile devices.

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  Advantages of mobile banking
Mobile Banking refers to banking via mobile phones. Most banks today offer mobile banking
services, enabling you to perform various basic tasks that usually require lining up at the
bank. For instance, you can transfer funds, check account balances, receive account
statements, etc via mobile banking. But like every good thing in life, mobile banking, too,
comes with its fair share of consequences. So here is a comparison of mobile banking
advantages and disadvantages.

1. Time Saving:

Mobile Banking offers quick and instant banking services, eliminating your dependence on banks
for basic transactions. Do you want to check the account balance, the details of your recent
transactions or simply transfer funds in a jiffy? Just load your bank’s mobile banking app on your
phone, and you are good to go.

2. Remote Banking:
Are you travelling to a different city or perhaps going abroad? No matter where you are, all you
need is a stable internet connection and a robust mobile and internet network. You can conduct
various kinds of transactions form from anywhere across the globe, thanks to mobile banking.

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 3. Monitoring Transactions:

Another mobile banking advantage is that you can track all your financial transactions. You can
monitor your bank accounts and conveniently dispute fraudulent transactions simply by logging in
to your mobile banking app.

4. Easy Access:

Whether you want to transfer funds, check account balances and statements, or apply for loans –
you can do it all with mobile banking. You can order cheque books and apply for credit and  debit
cards, open fixed and recurring deposits, and more using your mobile banking apps.

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  Disadvantages Of Mobile Banking:

1. Internet reliant:

A major disadvantage of mobile banking is that it functions only if you have an internet-enabled
smartphone. You can also enjoy the services on regular mobile phones, but they are not as extensive
as those you can get through mobile apps.

2. Tech Knowledge:

You need to be well-versed with the constantly evolving banking technologies to enjoy mobile
banking advantage.

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 Mobile Banking Applications

 BHIM UPI

BHIM is an app that lets you make simple, easy and quick payment transactions using
Unified Payments Interface (UPI). You can make instant bank-to-bank payments and pay and
collect money using just Mobile number or Virtual Payment Address (UPI ID).

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 The following are the features of BHIM

 Send Money:

 Send money by entering Virtual Payment Address (UPI ID), Account number and QR Scan.

 Request Money:

  Collect money by entering Virtual Payment Address (UPI ID). Additionally, through BHIM
App, one can also transfer money using Mobile No. (Mobile No should be registered with
BHIM or *99# and account should be linked).

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 Scan & Pay: 

Pay by scanning the QR code through Scan & Pay or generate your to let others make easy
payments to you.

 Transactions:

  Check your transaction history and also pending UPI collect requests (if any) You can raise
complaint for the declined transactions
 By clicking on report issue in transactions.
 Profile:
You can view the static QR code and Payment addresses linked to your account. You
can also share the QR code through various messenger applications like WhatsApp, Email
etc. available on phone and can also download the QR code.

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 Bank Account:

  Switch between multiple bank accounts linked with your BHIM App. You can set/change
your UPI PIN or check your balance.

 Language: 

Currently BHIM is available in 20 languages, i.e., Hindi, English, Tamil, Telugu,

Malayalam, Bengali, Odia, Kannada, Gujarati, Marathi, Assamese, Bengali, Bhojpuri,
Haryanvi, Marwari, Konkani, Manipuri, Khasi, Mizo and Urdu.

IPO Using BHIM:

 Apply for any IPO by entering your BHIM UPI ID on the IPO application, and then proceed by
approving on the BHIM app.

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 Bill Payments on BHIM:

 The BHIM app supports in-app utility bill

payments to help users pay bills on the go
with the help of BHIM BillPay.

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 HOW TO USE BHIM APP:

 First Time User:

 Step 1: Download and Install BHIM app from Google Play store/Apple App Store.

 Step 2: Select your preferred language.

 Step 3: Select SIM card which has the mobile number registered with your respective bank.

 Step 4: Set the application passcode required to enter the app.

 Step 5: Link your bank accounts using bank account option.

Step 6: Set your UPI PIN by providing last 6 digits of debit card and expiry date of debit
card.

 Step 7: Click on send and enter UPI ID. You can also Scan & Pay the QR of the person to
whom you want to send money.

 Step 8: Enter the UPI Pin you set earlier to authenticate the transaction.

 Step 9: Check ‘Transaction’ to see the status of the transaction

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 Advantages of BHIM App:

1. This mobile app is easier than wallets. In addition, you won’t have to fill out your bank
account details over and over again.

2. The BHIM mobile app can be used with any bank that supports UPI

3. All transactions are secure because they are conducted via a single payment interface.

4. This app is backed by the government and hence it is more reliable than private players
who work for a proof.

5. If you know a person’s Aadhaar number, you can proceed, and if you want to send money
to him, you can do so using his Aadhaar number.

6. If you don’t have access to the internet, don’t worry, you can still make transactions
without using the BHIM app.

7. There are no fees associated with making a money transaction through the Bharat
Interface.

8. To make such transfers, the app employs the IMPS protocol. As a result, you can obtain
money or make a transfer at any time, except in an emergency. Since it is available 24
hours a day, seven days a week.

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 Disadvantages of the BHIM app:

1. This mobile app does not give a cashback offer as of now like Paytm.

2. The maximum transaction limits Rs. 10,000 per transaction.

3. BHIM app is free, a bank may impose some additional charges for UPI.

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 4.Cyber Security in E- Banking

 Importance of cyber security Banking:

The banking industry has prioritized cyber security highly. Building credibility and trust is the
cornerstone of banking, so it becomes much more essential. Here are five factors that
demonstrate the significance of cyber security in the banking industry and why you should care: 

1. Everyone looks to be entirely cashless and using digital payment methods like debit and
credit cards. In this case, ensuring that the required cyber security safeguards are in place to
protect your privacy and data is critical. 
2. After data breaches, it could be difficult to trust financial institutions. That's a significant
issue for banks. Data breaches caused by a shoddy cyber security solution may easily lead to
their consumer base moving their business elsewhere. 
3. The majority of the time, when a bank's data is compromised, you lose time and money.
Recovery from the same can be unpleasant and time-consuming. It would entail cancelling
cards, reviewing statements, and keeping a watchful lookout for issues. 
4. Inappropriate use of your private information might be very harmful. Your data is sensitive
and could expose a lot of information that could be exploited against you, even if the cards
are revoked and fraud is swiftly dealt with. 
5. Banks need to be more cautious than most other firms. That is the price for banks to retain
the kind of valuable personal data they do.

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 Safeguard against attack with Secured Soft wear:

Banks must consider enhancement or complete replacement of your current protection

applications. Here following things to look at in the world of banking software Development.

1. Security Audit: A security audit is a systematic evaluation of the security of a

company's information system by measuring how well it conforms to an established
set of criteria

2. Firewalls: A Firewall is a network security device that monitors and filters

incoming and outgoing network.

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3. Anti-virus and anti-malware applications: A firewalls upgrade increase
protection, it won’t stop attacks unless anti-virus and anti-malware applications are
updated. In turn, it can miss a potentially disastrous attacks on your system

4.
4.
Multi -factor authentication (MFA): Multi-factor Authentication (MFA) is an
authentication method that requires the user to provide two or more verification
factors.

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  Precautions must be taken by customers while using technology in

banking

1. Do not save card while shopping online: Do not save debit/credit card details on
merchant website, companies or laptop for quicker payment in the future. However, try to avoid this

practice and delete card information as soon as you have completed online purchase.

2. Change your password regularly: For the first time you login to your internet banking
account, you will need to use the password provided by the bank. However, you need to change this

password in order to keep your account safe. In addition, keep changing your password at regular

intervals. More importantly, keep the password confidential at all times.

3. Do not use public computers to login : Avoid logging in to your bank account at
common computers in cyber cafes or libraries. These are crowded places, and there are more

chances of your password being traced or seen by others. If you have to login from such places,

make sure you clear the cache and browsing history, and delete all the temporary files from the

computer. Also, never allow the browser to remember your ID and password.

4. Do not share your details with anyone : Your bank will never ask for your
confidential information via phone or email. So, whether you get an apparent phone call from the

bank or an email requesting your details, do not give out your login information. Use your login ID

and password only on the official login page of the bank, which should be a secure website. Look

for 'https://' in the URL when logging in; it means that the website is secure.

5. Keep checking your savings account regularly: Check your account after making
any transaction online. Verify whether the right amount has been deducted from your account. If

you see any discrepancies in the amount, inform the bank immediately.

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6. Always use licensed anti-virus software: To protect your computer from new viruses,
ensure that you always use licensed anti-virus software. Pirated versions of anti-virus software’s

may be available for free, but they may fail to protect your computer from new viruses prevalent in

the online world.

7. Disconnect the internet connection when not in use: Most broadband users do not
disconnect the internet connection on their computer when they are not using it. Malicious hackers

can access your computer via an internet connection and steal your confidential banking

information. To keep your data protected, ensure that you disconnect from the internet when you do

not require it.

8. Type your internet banking URL: It is a safer to type your bank URL in the address
bar of the browser than clicking on links given in an email. There are instances of fraudsters sending

emails with fraudulent websites links that are designed exactly like the bank’s original website.

Once you enter your login details on such a website, they may be used to access your account and

steal your money. While logging on, check for 'https://' in the URL and ensure that it is your bank’s

authentic website.

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 BIBLIOGRAPHY
Website :
1. https://en.wikipedia.org/wiki/Digital_banking

2. https://www.dbs.com/digibank/in/articles/save/advantages-and-disadvantages-of-
internet-banking

3. https://en.wikipedia.org/wiki/Mobile_banking

4. https://www.dbs.com/digibank/in/articles/save/advantages-and-disadvantages-of-
mobile-banking

5. https://www.npci.org.in/what-we-do/bhim/product-overview

Books:
Banking

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 1. QUESTIONNAIRE,S

Q1. Do you use any E-Banking Services?

Q2.How often do you use E-Banking?

Q3. Is your bank providing proper security in E-Banking?

Q4. Which service you would like most in E-Banking?

Q5. What you think about traditional way of banking VS technology way of banking

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  VISIT REPORT

 PHOTOS FROM RAJSHREE SHAHU BANK VISIT:

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