CUSTOMER SATISFACTION WITH

E-BANKING IN UCO BANK

CHAPTER 1

INTRODUCTION OF E-

BANKING

Growth of Electronic banking in a country depends on many factors, such as

success of internet access, new online banking features, household growth of internet
usage, legal and regulatory framework. E-banking can offer speedier, quicker and
dependable services to the customers for which they may be relatively satisfied than that of
manual system of banking. E-banking system not only generates latest viable return, it can
get its better dealings with customers.

The rationale of this research is to recognize the impact of variables of e-banking

on customer pleasure in West Bengal. Ali and Akter argued that a transitional period in the
banking sector of West Bengal has been passing through since shifting from the traditional
banking system to the online banking system. These comments indicate that gradually
electronic banking is gaining its importance in West Bengal. Customers liking is necessary
for the banking sector to elevate profitability, business expansion and accomplishment.

Now a days banking sector is modernizing and expanding its hand in different
financial events every day. At the same time the banking process is becoming faster and
easier. In order to survive in the competitive field of the banking sector commercial banks
are looking for better service opportunities to provide their customer. The paper has been
undertaken mainly to find out whether e-banking can satisfy the customers or not.

One of the most recent channels of distribution to be used in the financial services
organizations is electronic banking; this method was established in the mid 1990s,
thereafter steadily becoming more important. The term electronic banking refers to "the
provision of information or services by a bank to its customers, via a computer or
television. A more developed service is one that provides customers with the opportunity
to gain access to their accounts and execute transactions or to buy product online via the
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internet.
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Compatible with the revolutionary components of the electronic marketplaces,

Jordan has actively developed e-banking services since 2004. Moving towards an
industrialization nation with knowledge economy as the backdrop, the personal computer
and online approach of life is growing in Jordan. Public awareness of e-banking among
users has been increased and thus people are ready to migrate to technology applications.
With the population of approximately 6 million in Jordan, it is vital for bankers to
understand the current usage trend of E- banking system some scholars have shown that
many international internet users demonstrate similar behavior and preference across
nations. Other researcher have studied the internet in the context of traditional cultures, and
yet delimited by national borders, Some studies have examined the issues on the evolution
of e-banking and investigated the success factors in various e-delivery channels in banking
scenario .Some have investigated customer preferences of e-banking.

This study examines the factors which contributes and enhances the adoption of e-
banking in Jordan, and the impact of e-banking functionality on the satisfaction outcomes
for Jordanian banks customers. Also, this research assesses whether the adoption of e-
banking customers in Jordan is constrained by the technology, particularly on the basis of
different demographic characteristics, such as different age groups, educational level,
income level etc.
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CHAPTER 2

CONCEPTUAL FRAMEWORK

 SCOPE OF THE STUDY

 PERIOD OF THE STUDY
 RESEARCH OF THE STUDY
 DATA COLLECTION METHODS

SCOPE OF THE STUDY

The project entitled a “study on the performance evaluation of UCO BANK
financial analysis” will enable from the investor point of view to refer the performance of
the bank, their relative growth and thereby decide on to buy or sell the particular slab. This
study will also help to identify the bank that is lagging in its performance.

PERIOD OF THE STUDY

For the purpose of the study 5 years period starting from the financial year Mar
2008 to Mar 2012 in considered. The year 2008-2012 is chosen as a terminal year since
only upto this period reliable time series data were available for the variable dealt in the
study.

RESEARCH OBJECTIVE
Every task is undertaken with an objective. Without any objective a task is
rendered meaningless.
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The main objective of this study was to know about history of UCO BANK their
management level, their product and services, their shareholding pattern, their customer
care services and also know about their financial performance. In short to know in detail
about;

 UCO BANK
 To know the strategies of UCO BANK
 To identify areas where UCO BANK

DATA COLLECTION METHODS

Research methodology is considered as the newer of the project. Without a paper

well-organized research plan, it is impossible to complete the project and reach to any
conclusion. The project was based on the survey plan. The main objective of survey was to
collect appropriate data, which work as a base for drawing conclusion and getting result.

Therefore, research methodology is the way to systematically solve the research

problem. Research methodology not only talks of the methods but also logic behind the
methods used in the context of research study and it explain why a particular method has
been used in the preference of the other methods.

SOURCES OF DATA

Primary Source of Data

―Primary data are those collected by the investigator himself for the first time and
thus they are original in character, they are collected for a particular purpose.”

Secondary Source of Data

―Secondary data are those, which have already been collected by some other
person for their purpose and published. Secondary are usually in the shape of finished
product.”
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Secondary data is used for the preparation of the project work.

 Business magazines
 Journals
 Company broachers and books
 Published books
 Website

Bank Records

Uco Bank records of an annual reports, profit & loss statement, ratio cash flow
statement of previous five years etc. has given valuable information for the present study.

Internet

Uco Bank has an own web site that we are gat the all the information related to Uco
Bank. I.e. information about bank, share holders, and also financial statement.
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CHAPTER 2.1

FUNCTION & PERFORMANCE OF UCO BANK

OVERVIEW

UCO Bank, previously known as united commercial bank, is a leading commercial bank in
India. Founded in Kolkata in 1934, Uco Bank is one of the oldest Indian bank as well, it
was the eminent Indian industrialist Ghanshyam Das Birla who, during the quit India
movement in 1942, though of establishing the commercial bank with Indian capital and
management. United commercial bank was the outcome of that idea and services
community since 1943. It, along with 13 others, was nationalized on July 19, 1969. In the
1985, its name was changed to UCO bank. Currently, UCO bank has around 2000 services
united spread the entire nation. It also has two overseas branches in Hong Kong and
Singapore.

In UCO Bank they are having the country- wide presence, overseas presence with
Profitable Overseas Operations, Strong capital Base, High proportion of long term
liabilities, A Well Diversified Asset Portfolio of a large and diversified client base & fully
computerized Branches at Major Centers. UCO Bank Branches representation in top 100
centers in the country.

UCO bank has its presence in all of the company including industry, Agriculture,
Infrastructure sector, services sector and trade & commerce. It works becoming one of the
most trusted and admired financial institution as well as the most sought- after destination
for the customer and investors.
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UCO Bank has large number of services units (around 2000) located across the national
and overseas. These also include specialized and computerized branches. It also has its
Correspondents / Agency arrangement all across the world. UCO Bank also carried out Foreign
Exchange Business in more than 50 centers across the nation with 4 Foreign Exchange
Dealing Operation centers.

VISION AND MISSION

 Vision

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

 Mission

We will leverage our people, technology, speed and financial capital to:Be the banker of
first choice for our customers by delivering the high quality, world class product and
services
. Expand the frontiers of our business globally.
 Play a proactive role in the full realization of India‟s potential.
 Maintain a healthy financial profile and diversify our earning across.
 Contribute positively to the various countries and market in which we operate.
 Create valuable for our stockholders
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CHAPTER 2.2
DEPOSIT SCHEMES
Following deposits schemes are offered by UCO BANK:

 No-frills Saving Bank Account

In order to include a larger cross-section of the population, who are at the bottom of
the pyramid, to avail of the banking services who could not avail of the same on
account of some restrictive clauses, namely, minimum initial deposit for opening of
the account which is difficult to arrange by such population, maintenance of
minimum balance failing which charges are levied etc., it has been felt expedient to
introduce a new Savings Deposit Scheme titled "UCO No-frills Savings Bank
Account".
 Initial deposit for opening the account and maintenance of minimum
balance: The account can be opened with a minimum initial deposit of
Rs.5/-. In case of cheque facility being availed by the account holder, the
minimum initial balance should be Rs.250/-. In case of need, the balance in
the account may be allowed to go even below the minimum initial deposit
and the account may continue even with "Zero" balance.
Opening of Account under the scheme - The scheme is introduced in all
metro, urban, semi-urban and rural categories of branches without making
any differentiation with regard to amounts of initial deposit and
maintenance of minimum balance as prevailing at present for opening of
Savings Bank Accounts.
 Eligibility for opening "No-frills Savings Bank Account": The eligibility
for opening "No-frills" Account will be the same as that for opening an
ordinary Savings Bank Account. Persons above the age 10 and below 18
years and are able to read and write May also open a minor no-frills savings
account in his own name or jointly with any other person.
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 Restriction of number of withdrawals/debit entries in "No-frills"

Account: up to 25 debit entries in a half-year are allowed free in those
accounts. In case the debit entries exceed 25 during a half-year, charges will
be levied @ Rs.3/- per additional entry during a half-year.
 Compliance of KYC Guidelines: Simplified KYC procedures for opening
of Accounts as advised through Bank's Circular No. CHO/SUA/39/2005-06
dated 29.08.2005 may be adhered to. The salient features of the Circular are
mentioned hereunder for ready reference :

a) Introduction from another account holder who has been subjected to

full KYC procedure. The introducer's account with the bank should
be at least six month old and should show satisfactory transactions.
Photographs of the customer who proposes to open the account and
also his address need to be certified by the introducer.
b) Furnishing any other evidence as to the identity and address of the
customer to the satisfaction of the bank. However, while opening
such accounts the customer should be made aware that if at any
point of time, the balance in all his/her accounts with the bank
(taken together) exceeds Rs.50,000/- or total credits in the accounts
exceed Rs.1.00 lakh in a year, no further transaction will be
permitted in the account until full KYC procedure in regard to
verification of identity and address of the customer through the
documents as specified are complied with.

 Money Back Recurring Deposits:

It is a long term Recurring Deposit scheme with intermediate withdrawal
facility. Deposits are to be made every month, and the maturity period is after 120
months. You will be having two options
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 You may opt to have one intermediate withdrawal at the end of 60 months
and get the final payment at the end of 120 months, or
 You may withdraw immediately at the end of 36 months and 72 months, and
get the maturity amount at the end of 120 months.

 Friends- in- Need Schemes

This Term Deposit earns high interest and simultaneously offers overdraft
facility through a Current Account. Cheque facility is available for withdrawal of
money limited to 90% of the deposit. The drawls together with interest can be paid
back in installments, without affecting the growth of the deposit. This unique
combination of fixed deposit with cheque facility comes as your true friend in
meeting your emergency needs.

 Two-way Deposit Schemes

This deposit scheme is devised to invest the surplus fund that you may
keep in your Savings Bank or Current Account. Under the scheme, the surplus fund
is invested in short term deposits for 46 days, and then is either paid back or
renewed, as desired by you. The deposit earns a high interest while retaining its
liquidity. The periodical transactions can be automatic as per your instructions. By
making use of your idle money, the scheme provides you an option to meet both
your short term and long term requirements.

 Lakshmi Yojana & Kuber Yojana

A long term fixed deposit scheme. Interest is compounded every quarter by
way of reinvestment. Thus the scheme generates a large sum of money at the time
of maturity. The scheme meets the need for a safe long term investment.
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 Flexible Fixed Deposit Schemes

Deposits are accepted under reinvestment plan with the difference that a
part of the deposit can be prematurely encased without affecting the remaining
portion that continues to earn interest at the agreed rate. Withdrawal is allowed in
multiples of Rs.5000/-. It is indeed a matchless scheme to take care of your
emergency needs.

 Special Deposit Scheme for Senior Citizen

 For all term deposits (domestic/NRE), from Senior Citizens of age 60 years
and above, regardless of size of deposits, an additional interest of 0.5 per
cent over the normal rate of interest will be payable on maturity periods of
one year and above. This will be applicable for fresh term deposits and
renewals.
 Verification of Age: For the purpose of verification of age, at the time of
opening a new term deposit account of a Senior Citizen, the branches
should satisfy about the age by verifying any of the following documents :-
a) Secondary School Leaving Certificate indicating date of birth,
b) LIC Policy,
c) Voters Identity Card
d) Pension Payment Order,
e) Birth Certificate issued by the competent authority,
f) Passport, or
g) Any other document acceptable to the branches.

 Renewal of Accounts of Senior Citizens

Once the age of a Senior Citizen is verified for accepting a term deposit
under this special scheme, bank shall not seek proof of age for renewal of
the deposit or for accepting subsequent term deposits from the same
depositor under this special scheme.
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 Treatment of Joint Depositors

For term deposits from Senior Citizens jointly, with other person below the
age of sixty years, under this special scheme, it has to be ensured that the
name of the Senior Citizen is noted as the first name in the application for
such deposits.

 Automatic Transfer to Nominee

For this special deposit scheme for Senior Citizens, there will be automatic
transfer of deposits to the nominees of such depositors in the event of death
of the depositor.

 Eligibility for Members of Staff

Branches may pay additional interest to our retired staff members, who are
senior citizens on their fresh term deposits and on renewals of existing term
deposits there is no restriction in regard to the minimum amount. However,
the amount of maximum deposit shall not exceed Rs. 25 lakhs per ex-staff
member.

 Fixed Deposits in Foreign Currency at Overseas Branches

Eligibility
Resident Individuals only
Type of Account
a) Fixed Deposit Account
b) Currency of the Account
Account may be opened in US Dollars, Great Britain Pound, Euro and Australian
Dollar.
Minimum Amount
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US Dollars US$ 5,000

GBP GBP 3,000
Euro Euro 4,000
AUD AUD 7,000

Interest
Tenure of Deposits
For the period from one month
onwards. Premature withdrawal of
deposits
The interest is paid at the rate of half of one percent below the rate for the period
for which the deposit has actually remained with the overseas branch, as prevailing
on the date of issue/renewal or date of payment, whichever is lower. No interest is
paid if the deposit has remained with the overseas branch for less than 30 days.
No loan is envisaged by RBI under the
Scheme. Local Rules to Apply
All deposits will also be subject to Local Rules in the country of Deposit as
prevailing from time to time.

 Revised Minimum Balance Schedule

Current Deposit Account

Category of As per location of branches offices

depositors metro urban Semi-urban rural
Individual Rs.3000/- Rs.3000/- Rs.2000/- Rs.1000/-
Other Rs.5000/- Rs.5000/- Rs.2500/- Rs.2000/-
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b) Saving Bank Account (with cheque book facility)

Individual Rs. 1000/- Rs.1000/- Rs.500/- Rs.250/-

Other Rs.1500/- Rs.1500/- Rs.1000/- Rs.250/-
Pensioners a/c Rs.250/- Rs.100/- Rs.100/- Rs.100/-

(Without cheque book facility)

All class of Rs.500/- Rs.500/- Rs.250/- Rs.100/-

depositors
Pensioners a/c Rs.50/- Rs.50/- Rs. 50/- Rs. 50/-

 UCO Tax Saver deposit Scheme

UCO Tax Saver Deposit Scheme 2006 is a Term Deposit Scheme with maturity of
not less than 5 years subject to lock in period of 5 years.
 Who can open the Account -

1. An individual for himself

2. Hindu undivided family ;

In the case of deposits in joint names, the benefit under section 80C of the Income
Tax Act shall be available only to the first holder of the deposit.
 Amount of Deposit - Minimum Rs.100/- and maximum Rs.1 lakhs in a year (1st
April to 31st March).
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 Period of deposits and payment on maturity - The period of deposit under the
scheme shall be not less than five years. Rates of interests on Fixed Deposits under
the UCO TAX SAVER Scheme, where the deposit has to be essentially kept for a
period of 5 years, will be the rate for term deposit for a period of 5 years as under:

Pre revised rate Revision in rate w.e.f

24.04.2012
Category of deposit Rate of Interest (%) per Rate of Interest (%) per
annum annum
General 9.25% 8.75%
Sr. Citizen 9.75% 9.25%
Staff/ ex-staff who is also 9.75% 9.25%
Sr. citizen

All branches are advised to take note of the above changes in rates of interest for Domestic
Term Deposits up to Rs. 5 Crore effective from 22.8.2011 on all fresh deposits as well as
renewal of existing deposits.

Income Tax Benefits – Deposit under the scheme is eligible for deduction under Section
80C of the Income Tax Act up to a maximum limit of Rs.1 lakh

Nomination facility - available

Transfer from one branch to another - permitted. Inter bank transfer not allowed.

Loan against the deposit and Pledging of term deposit receipt - Not allowed

Issue of Duplicate Term Deposit Receipt - Duplicate receipts may be issued in accordance
with the guidelines in this regard.
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 UCO Premium Plus

The Bank has introduced a new product --- UCO PREMIUM PLUS CURRENT
ACCOUNTS designed to offer a comprehensive range of REMITTANCE services
covering DD / TT /MT / RTGS / NEFT / Pay Orders etc. This simple product aims
at maximizing the benefits for the customer who requires regular movement of
funds. Normal service charges would be applicable for all other services except the
remittance services.

NRI CORNER:
UCO Bank Offers a Range of services for the NRIs. Following are the services
that NRI,can choose from:

 Deposits Schemes
 Foreign Currency Nonresident (FCNR-B) Deposits
 Resident Foreign Currency (RFC) Deposits
 Non Resident External (NRE) Deposit
 Non Resident Ordinary(NRO) Deposit
 Remittances to India
 Loans to NRIs
 Against Deposits
 NRI Home Loans
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INTERNARIONAL BANKING

Following international banking services are offered;

 Product and Services

 NRI banking

 Foreign Currency Loans

 Finance/Services to Exporters
 Finance/Services to Importers
 Remittances
 Forex and treasury Services
 Resident Foreign Currency (Domestic) Deposits
 Correspondent Banking Services
 General Banking Services

 Foreign Currency Loans

 Finance/ Services to Exporters
 Finance/ Services to importers
 Forex and treasury Services

 Forex inter Bank Plashes / Borrowing

 Sales and Purchase of currency on behalf of custome
 Forward Cover Booking
 Cross Currency Swaps
 Interest Rate Swaps(IRS)
 Forward Rate Arrangement (FRAs)
 Forex Money Market Operation
 Resident Foreign Currency (Domestic) A/Cs
 Correspondent Banking Services
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CHAPTER 3

ANALYSIS & FINDINGS

Now each parameter will be taken separately & discussed in detail.

Capital adequacy:

Capital adequacy ratio is defined as

, Where Risk can either be weighted assets (a) or the respective national
regulator's minimum total capital requirement. If using risk weighted assets,

More than or Equal to 8%

The percent threshold is set by the national banking regulator. Two types of capital are
measured: tier one capital, which can absorb losses without a bank being required to cease trading, and
tier two capital, which can absorb losses in the event of a winding-up and so provides a lesser degree of
protection to depositors.

CHAPTER 3.1
CAPITAL ADEQUACY RATIO

Mar‟18 Mar‟19 Mar‟20 Mar‟21 Mar‟22

11.12 22.56 10.09 11.93 13.21

INTERPRETATION:

Capital adequacy ratio (CAR) is a ratio of a bank's capital to its risk. National
regulators track a bank's CAR to ensure that it can absorb a reasonable amount of loss and
are complying with their statutory Capital requirements. The formula for Capital Adequacy
Ratio is, Risk Weighted Assets. Capital adequacy ratio is the ratio which determines the
capacity of the bank in terms of meeting the time liabilities and other risks such as credit
risk, operational risk, etc.
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In the simplest formulation, a bank's capital is the "cushion" for potential losses,
which protects the bank's depositors or other lenders. Here, in case of UCO Bank we can see
That its CAR showed a sudden dip in the year 2018 but after that it has shown a steady rise
for the next 2 years which is a good sign for its depositors and investors.

DEBT - EQUITY RATIO

Mar‟18 Mar‟19 Mar‟20 Mar‟21 Mar‟22

69.93 84.22 102.11 189.19 234.24

INTERPRETATION:
The debt-to-equity ratio (D/E) is a financial ratio indicating the relative proportion of
shareholders' equity and debt used to finance a company's assets. Here, in case of UCO
Bank we can see that the Debt-Equity ratio has increased over the years. This is because its
equity capital showed no growth from the year 2018 to 2022 and it decreased by around
Rs250 crore in 2019 and remained the same for the year 2020. But its debt capital has
shown a steady increase over the past 5 years. From this we can infer that
since UCO Bank is a public sector undertaking it depends much more on
debt capital rather than equity capital.
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CHAPTER 3.2
ADVANCES TO ASSETS

Mar‟18 Mar‟19 Mar‟20 Mar‟21 Mar‟22

0.60 0.63 0.61 0.62 0.60

INTERPRETATION:

“Advances to Asset” is also a good indicator of a firm’s Capital Adequacy. A high ratio of
Advances to Assets would mean that the chances of Non-Performing Assets formation are
also high, which is not a good scenario for a bank. This would mean the credibility of its
assets would go down. In case of UCO Bank we can see that it is able to maintain a pretty
steady ratio of its Advances to Assets which means the credibility of its assets is good.

GOVERNMENT SECURITIES TO TOTAL INVESTMENT

Mar‟18 Mar‟19 Mar‟20 Mar‟21 Mar‟22

0.81 0.83 0.83 0.86 0.86

INTERPRETATION:

The ratio of Government Securities to Total investments shows how safe are the company’s
investments. Here, in case of UCO Bank we can see that its ratio of investments in
Government Securities to Total Investments is very high and it has remained quite steady
over the years with minimal fluctuations. The high ratio tells that UCO Banks investment
policy is conservative and their investments are safe.
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CHAPTER 3(A)
INTERNET / E- BANKING
INTRODUCTION

Internet banking system and method

in which a personal computer is connected by
a network services provider directly to a host
computer system of a bank such that customer
service request can be process Automatically
without need for intervention by customer
service representatives. The system is capable
of distinguishing between those customer service
requests which are capable of automated fulfillment and
those requests which require handling by a customer
service representative. The system is integrated with
the host computer system of the bank so that the remote banking customer can access other
automated services of the bank.

The method of the invention includes the steps of inputting a customer banking
request from among a menu of banking requests at a remote personnel computer;
transmitting the banking requests to a host computer over a network; receiving the request
at the host computer; identifying the type of customer banking request received; automatic
logging of the service request, comparing the received request to a stored table of request
types, each of the request types having an attribute to indicate whether the request type is
capable of being fulfilled by a customer service representative or by an automated system;
and, depending upon the attribute, directing the request either to a queue for handling by a
customer service representative or to a queue for processing by an automated system.
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Safety for concrete applications is assured by client‟s authentication, verification, of data
and data protection by encryption. Client identification is done using passwords or codes.
The client chooses some of these and the bank assigns others. It is recommended to choose
a password made up of various types of characters, Which can be a combination of
numbers, lower case and capital letters, and special symbols Banks usually protect large
volume transactions with additional security means, such as an encryption calculator, or a
token, which generates nonrecurring random passwords, which a client types on
confirming an order. The token itself is protected by certain security features. Work with it
is only enabled after the client types a four-digit PIN code, whereby the user can change
the PIN at any time.

CHAPTER 3(A).1

AUTOMATED TELLER MACHINES (ATM)

An Automated Teller Machine in a public plashes, connected to a data system

and related equipment and activated by a bank customer to obtain cash withdrawal and
other banking services. It called Automated Teller Machine cash machine: also called
Money machine. An Automated Teller Machine (ATM) is an electronic computerized
telecommunication that allows financial institution‟s customer to directly use a secure
method of communication to access their bank account, in order to make cash withdrawal
and check their account balance without need for a human bank teller. Many ATMs also
allows people to deposit of cash or cheque, transfer money their bank account, top up their
mobile phones‟ pre-paid account or even buy the posed stamp.

On the most modern ATMs, the customer identifies him or herself by inserting
the plastic card with the magnetic stripe or the plastic smart card with a chip contain his or
her account number the customer then verifies their identity to entering a passcode or
password, often referred to as a PIN (Personal Identification Number) of four or more
digit. Upon successful entry of the PIN the customer may perform a transaction. If the
number is entered incorrectly several times in a row (usually three attempts per card
insertion), some ATMs will attempt retain the card as a security some ATMs will
attempt retain the card as a security precaution to prevent an unauthorized user
from discovering the
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PIN by guesswork. Captured cards are often destroyed if the ATM owner is not the
card issuing bank, as non-customer's identities cannot be reliably confirmed.

CHAPTER 3(A).2
TELE BANKING

Undertaking a host of Tele banking related services including financial transaction

from the convince of the customer chosen the anywhere across the global and any time of
date and night has now been made possible by introducing online Telebanking services. By
dialing the given Telebanking number through a land line or a mobile from anywhere, the
customer can access his account and by following the user-friendly menu, entire banking
can be done through Interactive Voice Response (IVR) with sufficient numbers of hunting
lines made available, customer call will hardly fail. The system is bilingual and his
following facilities offered Automatic balance voice out for the default account.

 Balance inquiry and transaction inquiry in all.

 Inquiry of all term deposit accounts.
 Statement of account by Fax, e-mail or ordinary mail.
 Cheque book request.
 Stop payment which is on-line and instantaneous.
 Transfer of funds with CBS which is automatic & instantaneous.
 Utility Bill Payments.
 Renewal of term deposit which is automatically & instantaneous.
 Voice out of last five transactions.
E-C HEQUE:

 An e-cheque is the electronic versio9n of representation of paper

 Cheque the information and legal Framework on the E-cheque is the same as
that the paper cheque.
 It can now be used in peace of paper cheque to do any and all remote transaction.
 An e-cheque work the same way a cheque does, the cheque writer “Writes” the e-
cheque using one of the cheque writer devices and gives the e-cheque to the payee
electronically. The payee “deposits” the electronic cheque received the credit, and
the payee‟s bank “clear” the e-cheque to the paying bank validates the e-cheque
and then “charges” the check writer‟s account for check.

OTHER FORMS OF ELECTRONIC BANKING:

 Direct Deposit
 Electronic Bill Payment
 Electronic Check Conversion

TELEPHONE BANKING

Telephone banking and the first banking services using classic telephone lines for
communication date back to the turn of sixties and seventies of the last century. These
services grew vary rapidly and at the close of the 20 th century mobile phones also started to
be used in banking with the development of information and communication technologies.
In this period bank quickly responded to the dawning of a new era in using mobile
telephone world- wide and began communication with their clients by SMS massages, with
GSM banking later becoming a natural component of the electronic banking. Each
financial institution offers in this under the different name, but the essential product remain
same. A mobile phone can be used to communication with also call telephone banker or an
autometed telephone system, just as well as a fixed line. However, opportunities for mobile
phone. Mobile phone use represents a direct communication channel that spread on a
massive scale through which clients have immediate access to typing a bank operation,
ordering services or working with account. Electronic banking using a telephone
connection can be divided into phone banking (ATS, client advisor) and mobile banking
(SMS banking, GSM sim, toolkit and WAP).

PHONE BANKING

Phone banking is the provision of banking services using a classic telephone line.
A bank client can obtain the necessary information on dialing a telephone number
specified in advance. Before the requested banking services information is provided the
client‟s identity is determined using contractually agreed terms. Using this banking service
enable bank clients to obtain information concerning active passive banking product, but a
client can also actively use the bank payment system and request, for example, a payment
order or a collection order, open or cancel a term deposit or current account. In this case a
fax connected to the telephone services as an output communication channel.

The client advisor or so-called telephone- banker is a bank employee capable of

providing any information about product and services and following, verification that he is
speaking with an authorized person, can also perform any passive or active operation. He
can provide advice to the client and offered further banking products.

One advantage of these services is that it requires no additional technical

equipment apart from a telephone. As a rule bank telephone call centers operators work 24
hours a day nonstop and it is thus possible to use their service from any plashes at any
time.
frequently a limiting factor for clients, reducing the comfort factor in this service.
 CHAPTER3(A).3

PERSONAL COMPUTERS Equifax Bank site

Along with significant growth

in the usage of mobile phones in
banking practice, personal computers
have also come to the fore, which to an
even greater extent facilitate and
modernize banking service provision.
In an information society this
communication instrument plays role
and is indispensable for the Present day
banking sphere. The area of electronic
banking realized through personal
computers can be divided into home
banking, internet banking and mail
banking.
(Customer link primer)
HOME BANKING

Home banking is a service that enables a bank client to handle his accounts from a
computer from a plashes selected in advance, at home or in the office. The main features of
home banking systems are the high level of security, comfort, implicitly of use, openness
of the system, wide communication possibilities, networking, definition of users and their
rights, automated data transmission and the option to define a combined signature
specimen. A home banking system usually consists of two parts: a bank computer program
and a program in the Client‟s computer. The bank program works as a communication
server. It receives calls from clients, verifies their identity, receives data from them,
authenticates digital signatures, generates digital receipts and sends data to clients. A home
banking computer system is a multi user application, meaning that several of the client‟s
employees can work with it, in particular:
a) Administrator – can define new employees, change rights,
b) Sender – ensures communication with the bank and transmission of prepared data,
c) Accountant – can type payment orders and orders for collection,
d) Viewer – can browse through statements and announcements received. This system
is open and can be expanded in the future without great cost.

MAIL BANKING

Mail banking is another electronic banking service that makes it possible to communicate
with the bank by electronic mail or e-mail. The most frequently used Service is sending
account statements at agreed periodicity to the client‟s mailbox. E-mail is not used for more
complex operations.
FIANANCIAL DATA ON THE INTERNET

With the help of the internet many banks and

Companies in huge amount of financial data
published on the internet.

Among 330 largest companies from 22

countries, 62% had some form of financial data on
their web site.

NATURE OF FINAICAL DATA ON INTERNET

Quarterly and annual and financial report

Financial History

Section Filing

Stock Quotes

Press Release

Information Request Form

Others Shareholders information

Profit and loss

 CHAPTER4

FACTORS OF ADOPTING E-BANKING

Accessibility
Accessibility defines as the ability of users to access information and services
from the web is dependent on many factors. These include the content format the user's
hardware, software and settings internet connections the environmental conditions and the
user's abilities and disabilities. The term "web accessibility" generally relates to the
implementation of website content in such a way as to maximize the ability of users with
disabilities to access it. For example, providing a text equivalent for image content of a web
page, allows users with some visual disabilities access to the information via a screen
reader. The techniques and approaches that create more accessible web pages for people
with disabilities also address many other access issues such as download speed and
discoverability.
Revealed reliable/prompt responses, attentiveness, and ease of use had
considerable impacts on both customers perceived overall service quality and satisfaction.
It also indicated that there is a significant positive relationship between overall service
quality and satisfaction. Yang and Jun redefined the traditional service quality dimensions
in the context of online services, and suggested an instrument consisting of seven online
service dimensions. Joseph et al considered banking service quality with respect to
technology use, such as ATMs, telephone, and the internet and identified six dimensions.
They were convenience/accuracy feedback/complaint management efficiency, queue
management accessibility and customization. Therefore, it is hypothesized that
accessibility has positive effect on customer satisfaction.
Convenience
E-banking provides higher degree of convenience that enables customers to access
internet bank at all times and plashes. Apart from that, the ease of access of computers is
perceived as a measure of relative advantage. Johnston revealed that there are some
service quality determinants that are predominantly satisfiers and others that are
predominantly dissatisfies with the main sources of satisfaction being attentiveness,
responsiveness, care And friendliness. The main sources of
dissatisfactionare integrity, reliability, responsiveness, availability and
functionality.
According to Ainscough and Luckett, the provision of customer interactivity is an
important criterion that attracts users in the delivery of e-banking. Gerrard and
Cunningham also identify other factors of paramount importance in ensuring the success of
e-banking, i.e. the ability of an innovation to meet users' needs using different feature
availability on the web site. For instance, the provision of interactive loan calculators,
exchange rate converters, and mortgage calculators on the web sites draw the attention of
both users and non-users into the bank's web site. A UK studies uncovered five key service
quality attributes, such as security related issues, convenience, speed and timeliness of the
service, and product variety/diverse features. Therefore, it is hypothesized that convenience
has positive effect on customer satisfaction.

Privacy
Customers have doubts about the trust ability of the e-bank's privacy policies. Trust
has striking influence on user's willingness to engage in online exchanges of money and
personal sensitive information. Privacy is an important dimension that may affect users'
intention to adopt e-based transaction systems. Encryption technology is the most common
feature at all bank sites to secure information privacy, supplemented by a combination of
different unique identifiers, for instance, a password, mother's maiden name, a memorable
date, or a few minutes of inactivity automatically logs users off the account.
Besides, the Secure Socket Layer, a widely-used protocol use for online credit card
payment, is designed to provide a private and reliable channel between two communicating
entities the use of Java Applet that runs within the user's browser the use of a Personal
Identification Number, as well as an integrated digital signature and digital certificate
associated with a smart card system. Thus, a combination of smart card and biometric
recognition using fingerprints offers a more secure and easier access control for computers
than the password method. Zeithaml et al developed E-SERVQUAL for measuring e-
service quality, identifying dimensions access ease of navigation, efficiency, flexibility,
reliability, personalization, security/privacy, responsiveness. Assurance/trust site aesthetics
And price knowledge. Hence, it is hypothesized that privacy has a positive effect on
customer satisfaction.

Security

Assurance about security relates

to the extent to which the web site
guarantees the safety of customers`
financial and personal information, an
area which has witnessed a
proliferation of research interest.
Security can be assured by providing a
privacy statement and information
about the security of the shopping
mechanisms and by displaying the
logos of trusted
third parties. For example, displaying trusted third party logo guarantees a certain level of
security protection and has been shown to significantly influence how consumers regard
the trustworthiness of e vendors. Internet banking was made possible by the creation of
Web browsers.
 In this mode of online banking, consumers do not have to purchase additional
software, store any data on their computer, backup any data, or wait for software upgrades
or new versions. All transactions occur on a secure server of a bank via the internet. The
bank has all of the required data and software to execute the transactions. Customers go the
bank's Web site, log in, and then take advantage of the bank's internet services. Typical
bank services are account access and review, transfers of funds between accounts, bill
payment, and then a widening variety of new services and products. Security plays an
important role in internet banking and so there are several protocols for internet security of
encrypted data packets. Customers are not aware of the encryption, however, only certain
versions of popular internet browsers are acceptable to some banks due to their security
limitations. Therefore, it is hypothesized that privacy has a positive effect on customer
satisfaction.

Design
The goal of aesthetic design is to make a web site visually attractive and enjoyable.
Proctor et al discussed content preparation in a broad sense and identified its four aspects:
 Knowledge elicitation,
 Information organization and structure,
 Information retrieval, and
 Information presentation.
During design, and prior to implementation, it is strongly recommended that users of
different ages, and with a range of capabilities and limitations be engaged to trial the new
service and provide feedback. Financial institutions should test accessibility of their
customer websites with both automated tools and user accessibility trials. Therefore, it is
hypothesized that design has a positive effect on customer satisfaction.
Content
Jayewardene and Foley and Pikkarainen et al claim that content on online banking
on the web site is one of the factors influencing online-banking acceptance. On the other
hand, quality designs, graphics or colors and the propensity to portray good image of the
bank would enhance efficient use of navigation. In the context of internet banking, there is
a growing body of research that has looked at influences on customer satisfaction.
Jayewardene and Foley illustrated that such web site features as speed, web site content
and design, navigation, interactivity and security all influence user satisfaction whereas
Broderick and Vachirapornpuk found that the level and nature of customer participation
had the greatest impact on the quality of the service experience and issues such as
customers' zone of tolerance, the degree of role understanding by customers and emotional
response potentially determined, expected and perceived service quality.

Speed
Hoffman and Novak find that there is a significant correlation between download
speed and user Satisfaction. Speed of download depends on the nature of the site
downloaded content, the computing hardware and method of connection used to download
information. Most sites demonstration is small snapshots, and some users have to
download the program in order to view the demonstration. Most people perceive
downloading may import unwanted viruses, and consume hard disk space. Very often,
slow response time after any e-interaction leads to a delay of service delivery and makes
consumers unsure about whether or not the transaction is completed.
Johnston illustrates that certain actions, such as increasing the speed of processing
information and customers, are likely to have an important effect in terms of pleasing
customers; however other activities, such as improving the reliability of equipment, will
lessen dissatisfaction rather than delight customers and suggests that it is more important to
ensure that the dissatisfies are dealt with before the satisfiers. Thus, it is hypothesized that
speed has positive effect on customer satisfaction.
Customer Satisfaction and Outcomes of Satisfaction
In this section the research spotlights on the relevant literature on the concept of
satisfaction, its consequences.

Satisfaction
Satisfaction has been considered as one of the most important theoretical as well as
practical issues for most marketers and customer researchers. Oliver firstly defined it in the
consumption context as “the summary psychological state resulting when the emotion
surrounding disconfirmed expectations is coupled with the customer's prior feelings about
the consumption experience”. In other words, we may say that satisfaction reflects a post-
purchase evaluation of product quality given pre-purchase expectation. On one hand,
within literature on services marketing, satisfaction has traditionally been defined as a
cognitive-based phenomenon. Cognition has been studied mainly in terms of the
expectations/disconfirmation paradigm; also known as the confirmation/disconfirmation
paradigm, which states that expectations originate from the customer's beliefs about the
level of performance that a product/service would provide. Many marketing scholars
indicate that customer satisfaction is related to the size and direction of disconfirmation,
which is defined as the difference between the post-purchase and post-usage evaluation of
the performance of the product/service and the expectations held prior to the purchase. On
the other hand, other studies have recognized that the affect experienced during the
acquisition and consumption of the product or service can also have a significant influence
on satisfaction judgments points out that a consumer affective response

Loyalty
Oliver defines loyalty as “a deeply held commitment to re-buy or repatronize a
preferred product/service consistently in the future, thereby causing repetitive same brand
or same brand-set purchasing, despite situational influences and marketing efforts having
the potential to cause switching behavior”. Broadly, loyalty development has been an
objective traditionally aimed at by managers since it enables higher future purchase
Intention. In particular, loyalty may be defined as a customer's intention or predisposition
to purchase from the same organization

WOM (Word- Of- Mouth)

Word-of-mouth (WOM) is an informal mode of communication between private
parties concerning the evaluation of goods and services. Marketing literature has
consistently shown its powerful role in influencing consumers‟ attitudes. For example,
WOM is found to have more influence on product judgments than less vivid printed
information. In general, WOM may be defined as an informal type of communication
between private parties concerning the evaluation of goods and services and it has been
considered to be one of the most powerful forces in the market plashes. To be precise, the
importance of WOM resides in the fact that consumer choice is usually influenced by
WOM, especially when the purchase in important. This is explained due to the fact that
consumers prefer to rely on informal and personal communication sources in making
purchase decisions instead of on formal and organizational sources such as advertising
campaigns. The specific references only partially covered the e-banking and outcomes of
satisfaction. Therefore, the present research attempts to fill a gap in the subject of e-
banking in UCO BANK banks.

The study addressed some of the shortcomings in the literature such as looking at
the e-banking functionality factors from the point of view of accessibility, convenience,
security, privacy, content, design, speed, fees and charges, to investigating the influences
of e-banking on outcomes of satisfaction in the UCO BANK. It was established that no
previous research had been conducted at UCO BANK, which investigated the relationship
between the e-banking and the outcomes of satisfaction namely loyalty and positive WOM
in the UCO BANK.
 CHAPTER 4.1
PERFORMANCE GUARANTEE
The Bank will require the selected bidder to provide a Performance Bank
Guarantee, within 15 days from the date of acceptance of the order or signing of the
contract whichever is earlier, for a value equivalent to 10% of the total cost of ownership
(TCO), quoted by the selected bidder. The Performance Guarantee should be valid for a
period of 24 months. The Performance Guarantee shall contain a claim period of three
months from the last date of validity. The selected bidder shall be responsible for
extending the validity date and claim period of the Performance Guarantee as and when it
is due on account of non-completion of the project. In case the selected bidder fails to
submit performance guarantee within the time stipulated, the bank at is discretion may
cancel the order plashed on the selected bidder without giving any notice. Bank shall
invoke the performance guarantee in case the selected bidder fails to discharge their
contractual obligations during the period or Bank incurs any loss due to selected bidder‟s
negligence in carrying out the project implementation as per the agreed terms &
conditions.

BENEFITS OF E-BANKING
E-banking helps us in overcoming the drawbacks of manual system, as computers
are capable of storing, analyzing, consolidating, searching and presenting the data as per
the user requirements with lot of speed and accuracy. Number of benefits accrues to the
various parties with the development of e-banking.
To the Banks
E-banking services help in increasing profits. E-banking provides competitive
advantage with boundary less network to the banks. Due to e-banking banks carry on
business less with paper money and more with plastic money; have online transfer of
funds, thus economizing on the cost of storage of huge stocks of currency notes and coins.
By connecting with ATM and terminals, risk of cash overdraw can be eliminated in case of
ATM credit and debit cards. E-banking websites can act as a revenue earner through its
promotional activities. Customers can avail e-banking facility from anywhere, therefore
saving the need not to invest more on building infrastructures. Websites that offer financial
convergence for the customer will create a more involved banking customer who will more
frequently utilize the banking websites.
To the Customers
E-banking provides 24 hours service to the customers for cash withdrawal from any
branch. Quick and steady access to information. Online purchase of goods and services
and payments can be made for various purposes. The customer can view his account
balance, can get a statement of his account, can apply for loans, check the progress of his
investments, review interest rates and collect other important information.
To the Merchants, Traders, etc.
It ensures assured quick payment and settlement to the various transactions made
by the traders. It provides a variety of services to the businessmen on par with the
international standards with low transaction cost. Cost and risk problems involved in
handling cash which are very high in business transactions are avoided.
BALANCE SHEET OF UCO BANK

--------------- in Rs. Cr. ---------------

Mar’22 Mar’21 Mar’20 Mar’19 Mar’18
12mths 12mths 12mths 12mths 12mths
Capital & Liabilities :
Total Share Capital 2487.71 2450.52 1699.36 1249.36 799.36
Equity Share Capital 664.71 627.52 549.36 549.36 799.36
Share Application 0.00 0.00 0.00 0.00 0.00
Money
Preference Share Capital 1823.00 1823.00 1150.00 700.00 0.00
Reserves 5631.60 4517.93 3062.13 2245.71 1685.17
Revaluation Reserves 494.12 450.78 449.06 461.98 441.79
Net Worth 8613.43 7419.23 5210.55 3957.05 2926.32
Deposits 154003.49 145277.60 122415.55 100122.57 79908.94
Borrowing 12901.42 5474.77 6263.84 2062.42 1715.95
Total Debt 166904.91 150752.37 128679.39 102283.99 81624.89
Other Liabilities 4980.05 5226.86 9429.56 5423.14 5243.73
& Provisions
Total Liabilities 180498.39 163398.46 137319.50 111664.18 89794.94
Mar’12 Mar’11 Mar’10 Mar’09 Mar’08
12mths 12mths 12mths 12mths 12mths
Assets :
Cash& Balance 7811.53 10404.03 7242.73 6588.85 5702.72
with RBI
Balance with 5792.16 6576.41 861.60 4264.59 2400.80
Bank, Money at
call
Advances 115540.01 99070.81 82504.53 68803.86 55081.89
Investments 45771.50 42927.28 43521.43 29384.78 24249.63
Gross Block 1670.24 1514.50 1401.25 1339.17 1211.73
Accumulated Dep. 868.69 776.83 691.40 620.59 527.39
Net Block 801.55 737.67 709.85 718.58 684.34
Capital work in progress 0.00 1.20 0.18 0.28 0.00
Other Assets 4781.66 3861.05 2479.15 1903.22 1675.55
Total Assets 180498.41 163398.45 137319.47 111664.16 89794.93
Contingent Liabilities 41937.29 45222.36 31810.93 45276.80 24507.59
Bills for Collection 10128.61 8770.25 8321.86 6031.97 5894.71
Book Value (Rs.) 94.72 82.00 65.74 50.88 31.08
PROFIT & LOSS ACCOUNT OF UCO BANK

--------------- in Rs. Cr. ---------------

Mar’22 Mar’21 Mar’20 Mar’19 Mar’18
12mths 12mths 12mths 12mths 12mths
Income:
Interest Earned 14632.37 11370.80 9526.32 8121.38 6508.56
Other Income 965.56 925.41 965.93 1,019.89 772.13
Total Income 15,597.93 12,296.21 10,492.25 9,141.27 7,280.69
Expenditure:
Interest Expanded 10,730.27 7,525.89 7,202.20 6,476.68 5,020.81
Employee Cost 1,383.06 1,480.12 1,057.62 997.54 894.54
Selling & Admini. Expenses 1,092.60 1,466.58 612.22 489.48 561.89
Depreciation 78.12 80.55 74.19 83.61 69.87
Miscellaneous Expenses 1,205.19 836.54 533.85 536.25 321.41
Preoperative Exp. Capitalised 0.00 0.00 0.00 0.00 0.00
Operating Expenses 2,815.67 3,256.02 1,938.23 1,731.40 1,675.99
Provisions & contingencies 943.30 607.77 339.65 375.48 171.72
Total Expenses 14,489.24 11,389.68 9,480.08 8,583.56 6,868.52
Mar’12 Mar’11 Mar’10 Mar’09 Mar’08
12mths 12mths 12mths 12mths 12mths
Net profit for the year: 1,108.67 906.54 1,012.19 557.72 412.16
Extraordinary Items 0.00 0.00 0.00 0.00 0.00
Profit Brought Forward 1,685.17 1,348.98 804.80 600.23 405.27
Total 2,793.84 2,255.52 1,816.99 1,157.95 817.43
Preferences Dividend 0.00 0.00 0.00 0.00 0.00
Equity Dividend 342.19 290.52 127.03 60.22 79.94
Corporate dividend Tax 55.51 48.25 21.59 10.23 13.59
Per Share Data(annualized)
Earning Per Share(Rs.) 16.68 14.45 18.42 10.15 5.16
Equity Dividend (%) 30.00 30.00 15.00 10.00 10.00
Book Value(Rs.) 94.72 82.00 65.74 50.88 31.08
Appropriations
Transfer to Statutory Reserves 285.03 231.58 318.26 282.69 123.67
Transfer to Other Reserves 0.00 0.00 1.13 0.00 -0.01
Proposed dividend 391.70 338.77 148.62 70.45 93.53
Balance C/F to Balance sheet 2111.11 1685.17 1348.98 804.80 600.23
Total 2793.84 1685.17 1816.99 1157.94 817.42
CASH FLOW OF UCO BANK

--------------- In Rs. Cr. ---------------

Mar’22 Mar’21 Mar’20 Mar’19 Mar’18
12mths 12mths 12mths 12mths 12mths
Net Profit Before Tax 1150.26 944.56 1049.19 570.35 470.02
Net Cash From -3018.57 7830.08 -4061.20 2500.57 2038.00
Operating Activity
Net Cash (used in)/ -66.84 -51.89 -44.40 -59.65 -74.23
from investing activity
Net cash (used in)/ -412.99 1083.89 1406.69 235.21 -39.99
from financing activity
Net (decrease)/ increase -3376.75 8876.10 -2749.11 2749.92 1888.99
in cash and equivalent
Opening Cash & Cash 16980.43 8104.33 10853.45 8103.52 6214.53
Equivalent
Closing Cash & Cash 13603.68 16980.43 8104.33 10853.45 8103.52
Equivalent
 CHAPTER 4

CONCLUSION & RECOMMENDATION

DATA ANALYSIS

To know customer view about UCO Bank of India, I have done survey of 20 peoples and
ask them certain set of question:

1. When survey respondent were asked, do you have an account in this bank?

60

50 60
%
40

30 40%

20

10

0
Yes No

INTERPRETATION

This bar diagram shows how many people are having bank account.
60% of the people are having bank account where as
40% of the people don‟t have a bank account.
2. When survey respondent were asked, which type of account do you have?

25%

saving A/c
current A/c
recurrent A/c
10%
65%

INTERPRETATION:

This pie diagram show which type of bank account people are having.

65% people are having saving account.

10% people are having current account.

25% people are having recurring account.

3. When survey respondent were asked, what is the purpose of opening an
account in this bank?

35

30

25

20

35
15 %
25%
10
10
5 %

0
For Securities For interest Good Relation

INTERPRETATION:

This bar diagram show that what is purpose to open an account.

25% people open an account for security.

35% people open an account for interest.

10% people open an account for good relation.

4. When survey respondent were asked, how did you come to know about the
facilities provided by this bank?

60

50

40

30

55
20 %

10 25%
15%
5%
0
News Paper Advertisement Agent Friend

INTERPRETATION:

This bar diagram shows how many people know about bank account.

5% people are aware about newspaper.

25% peoples are aware about advertisement.

15% peoples are aware about agent.

55% peoples are aware about friend.

5. When survey respondent were asked, which types of features you like?

35
% 40%
E-banking
New Scheme
ATM

25
%

INTERPRETATION:

This bar diagram shows how many people like the features of this bank.

20% peoples like e-banking.

55% peoples like new schemes.

25% peoples like ATM.

6. When survey respondent were asked, do you think that the private sector is
better than public sector?

INTERPRETATION:

This bar diagram shows how many people says which is better.

50% people say that private sector is better.

50% people say that public sector is better.

7. Which sector do you have to prefer?

80

70

60

50 YES
80% NO
40

30

20
20
10 %

0
YES NO

INTERPRETATION:

This bar diagram shows how many people says which is preferable.

80% people say that Public Sector is better.

20% people say that Private Sector is better.

8. When survey respondent were asked, do you think the UCO Bank is a safe
for your money?

INTERPRETATION:

This bar diagram shows the people are preferring sector.

80 % of people say it is safe for money.

20 % of people say it is not safe for money.

9. When survey respondent were asked, you’re level of satisfaction with UCO Bank?

60%

50%

40%

30%

48% 48%
20%

10% 20%

0%
very satsfied satisfied dis satisfied

INTERPRETATION:

This bar diagram shows the people are satisfied with this sector:

48 % of people are Very Satisfied

48 % of people are Normal Satisfied

20 % of people are dissatisfied

10. When survey respondent were asked, If you have an option against UCO
Bank you will go for—

35
%

30
%

25
%
35
15
20 35% %
%
% 20%
10 15%
%
5%

0%
SBI AXIS ICICI Category 4

INTERPRETATION

This bar diagram shows the how many people are go for other

bank. 15 % of people go for State Bank of India (SBI)

20 % of people go for AXIS

Bank 35 % of people go for

ICICI Bank 35% of people go for

Other Bank
 CONCLUSION

In Uco Bank with the help of e-banking that the bank give the services to the public
account holders to do the transaction on the basis of mobile phones, personnel computer,
etc. The Uco Bank also provides the deposits scheme and new types of account facilities to
the customer. The Uco Bank are having branch in foreign country for the out siders
persons they are also maintaining the Cash Flows, Balance Sheet, and the NPA by always
lending and investing or creating quality assets which earn return by way of interest and
profits. But the Uco Bank is not having that much branch compare to other bank like SBI,
Canara Bank, Axis Bank, etc. Apart from that Uco Bank having the good relation and
communication with the customer. Therefore the customers are go and open account in
Uco Bank.

E-banking helps in improving the relationship between bankers and customers. The
bankers expressed confidence that such bonds would bring improvement in the overall
performance of banks. About different promotional measures adopted by banks to promote
e-banking, the study discloses that banks mostly resort to the use of print media followed
by internet, SMS on mobile, outdoor advertisements and television. Majority of the
bankers believe that banks are wanting in providing sufficient guidance to customers for
using e-banking services.
BIBLOGRAPHY

 www.wikipedia.org/wiki/ucobank
 www.indianinfoline.com
 www.allbanksolution.com
 www.financialexpress.com/ucobank
 www.moneycontrol.com/Ucobank/financialstatement
 www.thehindu.com/ucobank
 www.indiaeducation.net
 www.rbi.org.co.in

NEWS PAPER

TIMES OF

ECONOMIC. TIMES

OF INDIA.
 FORMATE OF CUTOMER SURVEY REPORT

SURVEY ON PROJECT OF CUSTOMER SATISFACTION ON UCO BANK

NAME:-

1. Do you have an account in this bank?

a. Yes.
b. No.

2. Which type of account do you have?

a. Saving Account.
b. Current Account.
c. Recurring account.

3. What is the purpose of opening an account in this bank?

a. For Securities
b. For Interest
c. Good Relation

4. How do you come to know about the facilities provided by the bank?
a. News Paper
b. Advertisement
c. Agent
d. Friend

5. Which type of feature you like?

a. E-banking
b. New Schemes
c. ATM
 6. Do you think that the Private Sector is better than the Public Sector Bank?
a. Yes.
b. No.

7. Which sector do you have to prefer?

a. Public Sector
b. Private Sector

8. Do you think the Uco Bank is a safe for your money?

a. Yes.
b. No.

9. Your level of satisfaction with Uco Bank?

a. Very Satisfied
b. Normal Satisfied
c. Dissatisfied

10. If you will have an option against Uco Bank you will go for-
a. SBI
b. AXIS
c. ICICI
d. OTHER

COMMENT:-

PROJECT GUIDE: SURVEY CONDUCTED BY:

Mr. PRIYANKAR MODAK

 PROJECT REPORT
(Submitted for the degree of B.Com Honours in Accounting & Finance under the Calcutta University)

ON

CUSTOMER SATISFACTION WITH E-BANKING IN

UCO BANK
SUBMITTED BY

Name of the Candidate: Rahul Kumar Vishwakarma

Registration No: 117-1111-0270-20

College Roll No: 201117-21-0076

Name of the College: Surendranath Evening College

Supervised By

Name of the Supervisor : Mr.Priyankar Modak

Name of the College : Surendranath Evening College

Month and Year of

Submission APRIL,

2023
Annexure- IA

Supervisor's Certificate

This is to certify that Mr. RAHUL KUMAR VISHWAKARMA a student of B.Com. Honours in Accounting
& Finance / Marketing / Taxation / Computer Applications in Business of SURENDRANATH
EVENING COLLEGE under the University of Calcutta has worked under my supervision and guidance
for his/her Project Work and prepared a Project Report with the title CUSTOMER SATISFACTION
WITH E- BANKING IN UCO BANK which he/she is submitting, is his/her genuine and original work to
the best of my knowledge.

Signature: Place:
Name:
Designation: Date:
Name of the College:

Annexure- IB

Student's Declaration

I hereby declare that the Project Work with the title CUSTOMER SATISFACTION WITH E-BANKING IN
UCO BANK submitted by me for the partial fulfilment of the degree of B.Com. Honours in Accounting &
Finance in Business under the University of Calcutta is my original work and has not been submitted
earlier to any other University/Institution for the fulfillment of the requirement for any course of study.
I also declare that no chapter of this manuscript in whole or in part has been incorporated in this
report from any earlier work done by others or by me. However, extracts of any literature which has
been used for this report has been duly acknowledged providing details of such literature in the
references.

Signature: Place:
Name:
Designation: Date:
Name of the College:
 ACKNOWLEDGEMENT
It is my nearest and sincere desire and ambition to acquire profound knowledge in the
study of banking and insurance. I have had considerable help to advice at very outset of
his project. It is my pleasure to acknowledge the help and guidance from those
personnel and to thank them individually.

First of all, I express my sincere thanks to Mr. JAFOR ALI AKHAN , I/C principal of
our college for having given me chance to undergo the project.

Secondly, I convey my sincere thanks to the Course Coordinator as Mr. SATISH

SHARMA for his valuable suggestion and co-operation which help to me complete the
project successfully.

The completion of project is a milestone in the life of the banking & insurance and its
execution is inevitable without the co-operation of the project guide. I am deeply
grateful to my project guide Mr. PRIYANKAR MODAK for the valuable ideas,
required suggestions and encouragement for refining this project study.

Finally, I think all the staff of our college and my friend for their valuable support and
contribution to my project.
 CONTENT

SR. NO. TOPIC PAGE NO.

CHAPTER 1 INTRODUCTION OF E-BANKING

CHAPTER 2 CONCEPTUAL FRAMEWORK

2.1 FUNCTION & PERFORMANCE OF UCO

BANK
2.2 DEPOSIT SCHEME

CHAPTER 3 ANALSIS OF INTERPRETATION

3.1 CAPITAL ADEQUACY RATIO

3.2 ADVANCES TO ASSETS

CHAPTER 3(A) PRESENTATION OF INTERNET/E-

BANKING
3(A).1 AUTOMATED TELLER MACHINE

3(A).2 TELEBANKING

3(A).3 PERSONAL COMPUTER

CHAPTER 4 CONCLUSION FACTORS ADOPTING E-

BANKING
4.1 PERFORMANCE GUARANTEE

CHAPTER 4.(A) CONCLUSION & RECOMMENDETIONS

BIBLOGRAPHY

ANNEXURE