A PROJECT REPORT ON

A study of Internet Banking System of State Bank of India

A Project Submitted to
University of Mumbai for partial completion of the degree of
Master in Commerce (Banking and Finance)
Under the Faculty of Commerce

SUBMITTED BY
NISHA ASHOK PAHERWAR
ROLL NO. 22-10569

Under the Guidance of

ASST. PROF. ANILA ALAKKAL
DSPM’S K. V. PENDHARKAR COLLEGE OF ART, SCIENCE
AND COMMERCE (AUTONOMOUS), DOMBIVLI (EAST)

ACADEMIC YEAR 2022-2023

1
 CERTIFICATE

This is to certify that Miss Nisha Ashok Paherwar has worked and duly
completed her Project Work for the degree of Master in Commerce under
the Faculty of Commerce in the subject of Banking and Finance and her
project is entitled A study on Internet Banking System of State Bank
of India under my supervision. I further certify that the entire work has
been done by the learner under my guidance and that no part of it has
been submitted previously for any Degree or Diploma of any University.

It is her own work and facts reported by his personal findings and
investigations.

ASST.PROF. ANILA ALAKKAL

DATE OF SUBMISSION: -

DECLARATION BY LEARNER

2
 I the undersigned Nisha Ashok Paherwar here by, declare that the
work embodied in this project work titled Internet Banking Of State Bank
Of India.

forms my own contribution to the research work carried out under the
guidance of ASST. PROF. ANILA ALAKKAL is a result of my own
research work and has not been previously submitted to any other
University for any other Degree/ Diploma to this or any other University.

Wherever reference has been made to previous works of others, it has been
clearly indicated as such and included in the bibliography.

I, here by further declare that all information of this document has been
obtained and presented in accordance with academic rules and ethical
conduct.

Nisha Ashok Paherwar

(LEARNER)

Certified by

ASST. PROF. ANILA ALAKKAL

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 ACKNOWLEDGEMENT

To list who all have helped me is difficult because they are so numerous
and the depth is so enormous.
I would like to acknowledge the following as being idealistic channels
and fresh dimensions in the completion of this project.
I take this opportunity to thank the University of Mumbai for giving me
chance to do this project.
I would like to thank my Principal Dr. Suryakant Lasune for providing
the necessary facilities required for completion of this project.
I take this opportunity to thank our Coordinator Prof. Nishant Shirsat for
his moral support and guidance.
I would also like to express my sincere gratitude towards my project guide
Asst. Prof. Anila Alakkal whose guidance and care made the project
successful.
I would like to thank my College Library, for having provided various
reference books and magazines related to my project.
Lastly, I would like to thank each and every person who directly or
indirectly helped me in the completion of the project especially my Parents
and Peers who supported me throughout my project.

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 INDEX

Sr PAGE
no Title NO
1 I NTRODUCTION 1 - 11

2 RESEARCH METHEDOLOGY 12 - 14

3 LITERATURE REVIEW 15 - 18

4 DATA ANALYSIS 19 - 43

5 CONCLUSION & 44 - 47
SUGGESTION

6 BIBLIOGRAPHY 48 - 52

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 CHAPTER-1

INTRODUCTION

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INTRODUCTION:

State bank of India is the nation’s largest and oldest bank. Tracing its roots back

some200 years to the British East India Company (and initially established as the Bank

of Calcutta in 1806), the bank operates more than 15,000 branches within India, where

italso owns majority stakes in six associate banks. State Bank of India (SBI) has more

than 80 offices in nearly 35 other countries, including multiple locations in the US,

Canada, and Nigeria. The bank has other units devoted to capital markets, fund

management, factoring and commercial services, credit cards, and brokerage services.

The Reserve Bank of India owns about 60% of State bank of India.

It is said that necessity is the mother of invention. And true, it is seeds of Internet
were sown in the ashes of the world war having bombed the cities of Hiroshima and
Nagasaki, US military was forced to provide the answer to the question – What if
someone bombed the USA? So for many years after the war, most of the US military
research concentrated on ways and means to survive the nuclear holocaust. And one of
the most important strategic problems was- “How would us authorities communicate
with each other in the aftermath of a nuclear attack?” computers were already there. But,
communication networks were connected to each in a private fashion- in sort of chains:
somewhat like an electricity line to your home. This means that if even one chain in the
middle were blown.

COMPANY PROFILE:

The State Bank of India (SBI) is an Indian multinational, public sector banking
and financial services statutory body. It is a government corporation statutory body
headquarters in Mumbai, Maharashtra. SBI is ranked as 216th in the Fortune global 500
list of the world’s biggest corporation of 2018. It is the largest bank in India with a 23%
market shares in assets, beside a share of one fourth of the total loan and deposits market.
The bank descends from the Bank of Calcutta, founded in 1806, via the imperial bank of
India, making it the oldest commercial bank in the Indian subcontinent. The bank of
madras merged into the other two „presidency banks‟ in British India, the bank of

7
Calcutta and the bank of Bombay, to form the imperial bank of India, which in turn
became the state bank of India in 1995. The government of India took control of the
imperial bank of India in 1995, with reserve bank of India (India’s central bank) taking
a 60% stake, renaming it the State Bank of India.

The State Bank of India’s having the very big brand name within the country it
is the main bank of India. Now, while expanding its services the SBI has also entered in
the insurance sector with name of SBI Life insurance. This is sufficient in itself that
when other banks are using the various mergers to be competitive with SBI while
entering into insurance sector, the SBI decided to walk alone in the very vast competitive
and risky sector of Insurance. The State Bank of India is one of the very pre-established
banks in India and is the only bank in India which is having collision with the western
union money transfer, which is having collision with the responsibility of cash transfer
worldwide in between several countries.

The social profile of State Bank of India has also grown up in the Rewa city and
the reason behind this is the several of social schemes by the bank itself, which includes
„Clean rewa Green rewa campaign‟ in 2003, in which around 30000 plants had been
planted and conserved in the surveillance of State Bank of India. Also, the organization
of several of the events in Rewa itself which introduces the common public to the
banking system and even to the services of State Bank of India. Truly speaking in the
State bank of India is having the similar name and fame in banking sector as LIC is
having in Insurance and TATA is having in automobiles and steel in India. The purpose
of comparison is not to bring the moral down of others but it is retrospect the leaders of
their prospective fields and undoubtedly. The State Bank of India is the market leader
when it is about Banking.

INDUSTRIAL PROFILE
The banking industry in India today comprises of 27 public sectors, 31 private
banks and 29 foreign banks. The Indian banking sector is headed for consolidation. The
presence of many regional players will see few banks emerging as global competitors.
Moreover, the likely rise in interest rates will be bank margins under pressure. Treasury
gains may within the current scenario. Bank profit in future may again be driven by core
income. Indian banking industry in general and SBI in particular has positioned itself to
take advantage of such economic growth, India is likely to achieve. SBI is an Indian
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multinational, Public Sector banking and financial services company. SBI is one of
India‟s major banks and is an industry leader in terms of size, business sector promotion
and initiatives for the progress and economic enhancement of the Indian economy. SBI
is entering into many new businesses with strategic tie ups – Pension Funds, General
Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale Merchant
Acquisition, Advisory Services, organized items and so on – every one of these activities
having a massive potential for development. SBI is moving forward with forefront
innovation and imaginative new saving money models, to strengthen its presence and
widen its client base. The bouquet of services provided by SBI includes Personal
Banking, International, Banking, Agriculture / Rural and Corporate Banking, SME,
Government Business and Domestic Treasury. SBI is a universally acknowledged
regional banking giant and has 20% market share in deposits and loans among Indian
commercial banks

INTERNET BANKING SYSTEM:

Internet Banking System is a system that has been developed in order to help clients with the
daily day-to-day transactions. Internet banking systems means that clients can now do banking at the
leisure of their homes. Also known as online banking, the system allows both transactional and non-
transactional features. Online banking or internet banking allows customers to conduct financial
transactions on a secure website operated by the retail or virtual bank.

HISTORY OF INTERNET BANKING:

The term online banking was first started in 80‟s. The term online became popular in the late
'80s and referred to the use of a terminal, keyboard and TV (or monitor) to access the banking system
using a phone line. „Home banking‟ can also refer to the use of a numeric keypad to send tones down
a phone line with instructions to the bank. Online services started in New York in 1981 when four of
the major banks (Citibank, Chase Manhattan, Chemical and Manufacturers Hanover) offered home
banking services using the videotext system. Because of the commercial failure of videotext these
banking services never became popular except in France where the use of videotext was subsidized by
the telecom provider and the UK, where the Prestel system was used.

Stanford Federal Credit Union was the first financial institution to offer online internet banking
services to all of its members in Oct, 1994. Later on it was adopted by worldwide banks.

9
SERVICES PROVIDED BY SBI INTERNET BANKING

ONLINE SBI:

State Bank of India is India largest bank with a branch network of over 11000 branches and 6
associate banks located even in the remotest parts of India. State Bank of India (SBI) offers a wide
range of banking products and services to corporate and retail customers. „Online SBI‟ is the Internet
banking portal for State Bank of India. The portal provides anywhere, anytime, online access to
accounts for State Bank Retail and Corporate customers. The application is developed using the latest
cutting edge technology and tools. The infrastructure supports unified, secure access to banking
services for accounts in over 11,000 branches across India.

RETAIL BANKING:

The Retail banking application is an integration of several functional areas, and enables customers to

• Issue Demand Drafts online

• Transfer funds to own and third party accounts
• Generate account statements
• Setup Standing Instructions
• Configure profile settings
• Use e-Tax for online tax payment
• Use e-Pay for automatic bill payments

CORPORATE BANKING:

The Online SBI corporate banking application provides features to administer and manage
corporate accounts online. The corporate module provides roles such as Regulator, Admin, Up loader,
Transaction Maker, Authorizer, and Auditor. These roles have access to the following functions

• Manage users, define rights and transaction rules on corporate accounts

• Access accounts in several branches with a single sign-on mechanism
• Upload files to make bulk transactions to third parties, supplier, vendor and tax collection
authorities.
• Use online transactional features such as fund transfer to own accounts, third party payments,
and draft issues
• Make bill payments over the Internet.
• Authorize, modify, reschedule and cancel transactions, based on rights assigned to the user
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 • Generate account statement
• Enquire on transaction details or current balance

VALUE ADDED SERVICES

• Direct Debit Facility

• E Collection Facilities for:
• Core Banking Transactions
• Internet Bank transactions for incoming RTGS/NEFT Transactions
• Internet banking transactions for SBI and associate banks

• Debit facility where suppliers can directly debit their customer account through internet
banking

PRODUCTS & SERVICES

• E-Ticketing
• SBI E-Tax
• Bill Payment
• RTGS/NEFT
• E-Payment
• Fund Transfer
• Third Party Transfer
• Demand Draft
• Cheque Book Request
• Account Opening Request
• Account Statement
• Transaction Enquiry
• Demat Account Statement

• Donation

E-TICKETING:

You can book your railway, air and bus tickets online through Online SBI. To book your train
ticket, just log on to irctc.co.in and create an ID there at if you do not have one. Submit your travel
plan and book the ticket can be printed any time. For an e-ticket, the details of photo identity card will
be required to be filled in) and select State Bank of India in the payment options. You will be redirected
11
to Internet Banking site of SBI (www.onlinesbi.com). After submitting the respective ID and
password, you can select your account. After a successful debit, Railways will generate the ticket. E-
ticket can be printed by you whereas the i-ticket will be dispatched by IRCTC at the given address.
Service charges @ Rs.10/- per transaction shall be levied in addition to the cost of the ticket.
Cancellation of E-ticket can be done by logging on to IRCTC's site; refund amount will be credited to
your account directly within 2-3 days. For cancellation of i-ticket, you shall be required to submit your
ticket at a computerized counter of Railways and on cancellation; the amount shall be credited back to
your account.

SBI E-TAX:

You can pay your taxes online through SBI E-Tax. This facility enables you to pay TDS,
Income tax, Indirect tax, Corporation tax, Wealth tax, Estate Duty and Fringe Benefits tax. Click the
e-Tax link in the home page. You are displayed a page with two links Direct Tax and Indirect Tax.
Click the Direct Tax link. You will be redirected to the NSDL site where you can select an online
challan based on the tax you wish to pay. Provide the PAN, name and address, assessment year, nature
of payment and bank name. On selecting the bank name as SBI and submitting the form, you will be
redirected to the Internet Banking site. After submitting the respective ID and password, you can select
your account for making payment of taxes. After payment is successful you can print the E-Receipt
for the payment.

BILL PAYMENT:

A simple and convenient service for viewing and paying your bills online.

• No more late payments

• No more queues

• No more hassles of depositing cheques

Using the bill payment you can view and pay various bills online, directly from your SBI
account. You can pay telephone, electricity, insurance, credit cards and other bills from the comfort of
your house or office, 24 hours a day, 365 days a year. Simply logon to http://www.onlinesbi.com/ with
your credentials and register the biller to which you want to pay, with all the bill details. Once the bill
is uploaded by the biller, you can make payment online. You can see 'how do i' to learn the steps for
using the facility You can also set up Auto Pay instructions with an upper limit to ensure that your
bills are paid automatically whenever they are due. The upper limit ensures that only bills within the
specified limit are paid automatically, thereby providing you complete control over these payments.
The e-PAY service is available in various cities across the country and you can now make payments
to several billers in your region.

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RTGS/NEFT:

You can transfer money from your State Bank account to accounts in other banks using the
RTGS/NEFT service. The RTGS system facilitates transfer of funds from accounts in one bank to
another on a "real time" and on "gross settlement" basis. This system is the fastest possible interbank
money transfer facility available through secure banking channels in India. RTGS transaction requests
will be sent to RBI immediately during working hours post working hours requests are registered and
sent to RBI on next working day. You can also schedule a transaction for a future date. You can transfer
an amount of Rs.1 lac and above using RTGS system. National Electronic Funds Transfer (NEFT)
facilitates transfer of funds to the credit account with the other participating bank. RBI acts as the
service provider and transfers the credit to the other bank's account.

E-PAYMENT:

You can pay your insurance premium, mobile phone bills and also you can purchase mutual
fund units by coming from the bill website and selecting state bank of India in the payment option.

LIC PREMIUM:

For paying premium of LIC policy logon to www.licindia.com and register your policy
details. When the premium is due select State Bank of India in the make payment option.

SBI Mutual FUND:

You can invest in the SBI Mutual Fund schemes online. Logon to www.sbimf.com and select
the scheme in which you want to make investment in the payment option select State Bank of India.

CC Avenue:

Enjoy shopping at the CC Avenue Shopping Mall and purchase from a wide variety of
products and services through CC Avenue Certified Vendors. Make payments for your purchases using
your Internet enabled SBI accounts.

FUND TRANSFER:

The Funds Transfer facility enables you to transfer funds within your accounts in the same
branch or other branches. You can transfer aggregating Rs.1 lakh per day to own accounts in the same
branch and other branches. To make a funds transfer, you should be an active Internet Banking user
with transaction rights. Funds transfer to PPF account is restricted to the same branch. Just log on to
retail section of the Internet Banking site with your credentials and select the Funds Transfer link under
Payments/Transfers tab. You can see all your online debit and credit accounts. Select the debit account

13
from which you wish to transfer funds and the credit account into which the amount is to be credited.
Enter the amount and remarks. The remarks will be displayed in your accounts statement for this
transaction. You will be displayed the last five funds transfer operations on your accounts. On
confirming the transaction, you will be displayed a confirmation page with the details of the transaction
and the option to submit or cancel the funds transfer request. A reference number will be generated for
your record.

THIRD PARTY TRANSFER

You can transfer funds to your trusted third parties by adding them as third party accounts.
The beneficiary account should be any branch SBI. Transfer is instant. You can do any number of
Transactions in a day for amount aggregating Rs.1lakh. To transfer funds to third party having account
in SBI, you need to add and approve a third party, you need to register your mobile number in personal
details link under profile section. You will receive a One Time SMS password on your mobile phone
to approve a third party. If you do not have a mobile number, third party approval will be handled by
your branch. Only after approval of third party, you will be able to transfer funds to the third party.
You can set limits for third party transactions made from your accounts or even set limits for individual
third parties. DEMAND DRAFT The Internet Banking application enables you to register demand
drafts requests online. You can get a demand draft from any of your Accounts (Savings Bank, Current
Account, Cash Credit or Overdraft). You can set limits for demand drafts issued from your accounts
or use the bank specified limit for demand drafts. You can opt to collect the draft in person at your
branch, quoting a reference to the transaction. A printed advice can also be obtained from the site for
your record. Alternatively, you may request the branch to courier it to your registered address, and the
courier charges will be recovered from you.

CHEQUE BOOK REQUEST

You can request for a cheque book online. Cheque book can be requested for any of your
Savings, Current, Cash Credit, and Over Draft accounts. You can opt for cheque books with 25, 50 or
100 cheque leaves. You can either collect it from branch or request your branch to send it by post or
courier. You can opt to get the cheque book delivered at your registered address or you can provide an
alternate address. Cheque books will be dispatched within 3 working days from the date of request.
Just log on to retail section of the Internet Banking site with your credentials and select the Cheque
Book link under Requests tab. You can view all your transaction accounts. Select the account for which
you require a cheque book; enter the number of cheque leaves required and the mode of delivery. Then,
submit the same.

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ACCOUNT OPENING REQUEST

Online SBI‟ enables you to open a new account online. You can apply for a new account only
in branches where you already have accounts. You should have an INB-enabled account with
transaction right in the branch. Funds in an existing account are used to open the new account. You
can open Savings, Current, Term Deposit and Recurring Deposit accounts of Residents, NRO and
NRE types. Just log on to retail section of the Internet Banking site with your credentials and select
the New Account link under Requests tab. You can see all types of accounts. Select the account and
account type you wish to open and submit the same. Then, you need to select the branch and enter the
initial amount to open the account. You can select any of your accounts for debiting the initial amount.
Then, submit the transaction. Your new account opening request will be processed by the branch.

ACCOUNT STATEMENT

The Internet Banking application can generate an online, downloadable account statement for
any of your accounts for any date range and for any account mapped to your username. The statement
includes the transaction details, opening, closing and accumulated balance in the account. You can
generate the online account statement for any date range or for any month and year. The account
statement can be viewed online, printed or downloaded as an Excel or PDF file. You also have the
option to select the number of records displayed in each page of the statement. The options are 25, 50,
75, 100 and ALL. TRANSACTION ENQUIRY „Online SBI‟ provides features to enquire status of
online transactions. You can view and verify transaction details and the current status of transactions.
Your VISA transactions can also be viewed separately. Just log on to retail section of the Internet
Banking site with your credentials and select the Status Enquiry link under the Enquiries tab. You will
be displayed all online transactions you have performed. To view details of individual transactions,
you need to click the Transaction Reference number link. You are displayed the debit and credit
account details, transaction amount, narration and transaction status.

DEMAT ACCOUNT STATEMENT

Online SBI‟ enables you to view Demat account statement and maintain such accounts. The
bank acts as your depository participant. In the third party site, you can mark a lien on your Demat
accounts and use the funds to trade on stock using funds in your SBI savings account. You can view
Demat account details, and generate the following statements: statement of holding, statement of
transactions, statement of billing.

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DONATION

You can make donation to religious and charitable institution by using Internet Banking of
SBI. Simply log on to http://www.onlinesbi.com/ with your credentials and go to Payment and transfer
and click on make donation link. After selecting the debit account select the religious/charitable
institution that you want to offer donation. After successful payment you can print an E-receipt for the
donation made.

CHANGES BROUGHT IN INFORMATION TECHNOLOGY BY SBI

• In the next decade internet facility was provided for individuals.

• All SBI branches were connected and ATM‟S were launch 2001 - KMPG appointed
consultant for preparing IT Plan for the Bank. Later on Core banking proposed by the IT
consultancy company.
• 2002 – All branches computerized but on decentralized systems, there the initiative of core
banking took place
• 2008- more than 6500 branches (95% of business) on Core Banking Solution (CBS) Internet
Banking facility for Corporate customers were also launched in early 2008 More Interfaces
developed with e-Commerce & other sites through alternate channels like ATM & Online
Banking.
• All Foreign Offices were brought on Centralized Solution Large network is playing the role
of backbone for connectivity across the country
• Multiple Service Providers are providing the links – BSNL, MTNL, Reliance, Tata & reliance
which are making the system errorless and provide high speed.

• Multiple Technologies to support the networking infrastructure – Leased lines, Dialup, CDMA
& VSAT

SWOT ANALYSIS OF SBI INTERNET BANKING:

STRENGTHS

• Greater reach to customers

• Quicker time to market
• Ability to introduce new products and services quickly and successfully
• Ability to understand its customers‟
• needs Customers are given access to information easily across any location
• Greater customer loyalty
• Easy online application for all accounts, including personal loans and mortgage

• 24 hours account access

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WEAKNESSES

• Lack of awareness among the existing customers regarding internet banking

• Obsolesce of technology take place very soon specially in terms of security on internet.
• Procedure for applying for id and password for using services related to internet banking takes
time
• Lack of knowledge is found regarding internet banking in employees of SBI
• Implementation of newer technology is little bit complicated
• Employees needs training to obtain knowledge regarding I-banking

OPPORTUNITIES

• Approximately 95% of customers are not using internet banking.

• Core competency can be achieved in terms of banking if focus is made on awareness of internet
banking
• Can become 1st virtual bank of India.
• Concentration of various services should be made using internet banking

CHALLENGES

• Maintaining Business Edge over competitors in the context of sameness in IT infrastructure

• Multiple vendor support is necessary for working of highly complex technology
• Maintaining secured IT infrastructure for business operations

• Alternative must be there in case of failure of system.

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CHAPTER-2

Research Methodology
Tools and Techniques
Limitation

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 OBJECTIVES OF THE STUDY:

• To understand the concept of Internet banking and importance,

• to bank as well as customers.
• To get aware of various aspects of net banking
• To build up SWOC analysis of Internet banking of SBI

• To build up various solutions for drawbacks in net banking

SCOPE OF STUDY:

The study is made taking consideration of whole State Bank of India. It investigates about all
applications of online banking in SBI. It would help society to understand the usefulness of on-
line banking. The study will also help to get the knowledge about process of internet banking and
usefulness to banking industry. As the study contains the 360 degree information regarding SBI
and its internet banking, Hence the study will lead to new ways to tackle the problems and the
SWOC of SBI in respect of internet banking.

NEED OF THE STUDY:

This study is needed to find out the working of Internet Banking of SBI and its importance to
customer as well as to bank.

RESEARCH LIMITATIONS/IMPLICATIONS:

The primary limitation of this study is based on quality and originality of secondary data taken
via the official website of State Bank Of India and Reserve Bank of India

• Tools Used

A) Data Collection tools

Primary Data: Questionnaire

Secondary Data: Books, Journals, Websites

B) Data Analysis Tools

For The Purpose of Analysis, The Information Obtained Through Primary Data The

Used Are Percentage, Weighted Average

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C) Data Presentation Tools

The Tools Used for Presentation Are Tables, Graphs, Charts, Diagram

• SAMPLING
Sampling Size: 100 Respondents
Method: Questionnaire
Sampling Unit: Random Selection

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 CHAPTER 3

REVIEW OF LITERATURE

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1.Martin kweyu (2013)

this study attempts on factor analysis of customers perception of mobile banking services in Kenya.
In this study investigated factors that influence the adoption of mobile banking service in Kenya. In
particular we have shown empirically that the influence of the intervening demographic factors and
the consumer perception may have differential impact in emerging markets compared to developed
market situations. This study results indicated that there was no significant difference in the perception
of ease of use between genders in the decision. The major findings of the study will therefore provide
the financial industry with a better understanding of the factors underlying consumer adoption of
mobile banking services.

2.Lalitha Balakrishnan (2016)

this study also revealed on factors affecting mobile banking service –An empirical study on
adoption of mobile banking mode of services. Presently the internet technology has brought the third
revolution to this world. The banking sector has been upgrading their services with the use of
technology from time to time like introducing the ATM – Automated Teller Machine which took more
than a decade to get popular and the phone and net banking took half the time of ATM. In this study
identifies mobile banking technology which is the third era of technology of banking sector after phone
and net banking and comparatively its growth is phenomenal when compared to the first two eras.
Even in India the mobile banking is growing fast because of the world‟s largest subscriber base in
mobile sector after China.

3. Prerna Sharma (2012

this study was conducted on mobile banking in India; barriers in adoption and services
preferences. He revealed in his study mobile in his study mobile banking is growing yet there are
numbers of issue and threats in mobile banking system and the major problem of mobile banking is its
non -adoption by the customers and also research focuses on the barriers in adoption of mobile
banking. It further focuses preferred service by the mobile banking customers and influence of
demographic variable on mobile banking service adoption. A cross-section descriptive design was
adopted and data collected was subject to product moment correlation, one –way Kolmogorov
Simonov test and frequency analysis. Finally, this study suggest that customers security concern is the
major barrier in adopting mobile banking services are concern balance check tops, as customers prefer
information-based services rather than financial services provided by the bank.

4. Suresh (2017)
22
 this study focused on changing consumer behaviour for mobile banking services in India.
Mobile banking is the latest and most innovative service offered by the banks. The purpose of the
study is to investigate determinants of mobile banking adoption based on an individual’s benefits and
costs of adopting mobile banking. The main factors that determine the customer satisfaction of mobile
banking

in India are security, efficiency, cost effectiveness, easy demand fulfilment and correctness in results.
It aims to analyse the customer satisfaction of mobile banking through these factors. Mobile banking
is one of the alternatives in e –channels available to customers for quick and efficient of service at any
time of the day and from anywhere to use. Banks can also use to unable the banking for increasing the
efficiency of their staffs creates a platform. Finally, this paper an endeavour has been made to explore
the customer satisfaction of the new electronic payment service as mobile banking and the factors
influencing the adoption of mobile banking services.

5. Mahmoud Jasim (2014)

this study conducted on the factor influencing customer usage of mobile banking services in
Jordan. This current study seeks to determine the factors that affect the acceptance of the mobile
banking the view point of customers. These factors are divided into two factors that drive customers
to use mobile banking services. The major finding provided support for the model of the study. The
design and development of this questionnaire was based on an initial pre tested survey distributed to a
sample consisting of (56) Jordan Banks. Finally, this study results is acceptable as the members. All
the hypothesis regarding the impact of the factors I included in the study on usage of mobile banking
was supported and hypothesis of the study have been accepted, indicating the positive impact of the
motivating factors on the usage of mobile banking services.

6. Nidhi Singh & Neena Sinha (2016)

this study is concerned with mobile banking which states that the banking sector has to create
more consciousness to the customers regarding the banking services provided by the banks. This study
also reflects the alteration of the traditional method of transaction used by the customers by adding
mobile banking services.

7. Husis-fen-lin (2011)

This study proves that the new technological improvements in banking services like mobile
banking have improved to a great extent which promotes the customers to follow the new banking
services like mobile banking. The results of this study states that some of the advantages of mobile
banking helped the customers to accept the mobile banking services provided by the banks. 8.
Dr.Rejikumar G & Sundaram ani Ravindran D(2012), in the journal of internet banking and commerce
studied about the factors affecting the prolongation decision of the early adopter of mobile banking
23
services .The study proved that after choosing the new technology, the customer find satisfaction in
the quality framework of the service

9. Preeti Singh (2013)

the study finds out that there are several problems applicable to mobile banking services.
According to this study from customer’s point of view security, standard of service provided by banks.
Mobile operations are some of the analytical issues or challenges faced by mobile banking in India.

10. Simplice A Asongu

and Nicholas M Odhiambo (2019), A study that enquiry into relationship between mobile
banking and inclusive development that includes quality of growth in equality and poverty.

24
 CHAPTER 4

DATA ANALYSIS AND

INTERPRETATION

25
Table 4.1 showing gender wise classification of respondents?
Gender Responses Percentage
Male 35 70%
Female 15 30%
Total 50 100%

Figure 4.1 showing gender wise classification of respondents

80%
70%
70%

60%

50%
30%
30%

20%

10%
male female

26
Interpretation

Table 4.1 shows gender wise classification of respondents. It reveals that 70%of the
respondents are male and 30% of respondents are female.

Table 4.2 showing age wise classification

Age No of Percentage
respondents

20-30 29 58%
30-40 11 22%
40-50 4 8%
50-60 6 12%
Total 50 100%

Figure 4.2 showing age wise classification

20-30 30-40 40-50 50-60

12%
8

22% 58%

27
Interpretation

Table 4.2 shows age wise classification of respondents. It reveals that 58% of the
respondents aged between 20-30, 22 % of the respondents aged between 30-40, 12 % of
the respondents aged between 50- 60, and 8% of the respondents aged between 40-50.

Table 4.3 showing educational qualification of respondents

Particulars Frequency Percentage

Under 25 50%
Graduate
PG 18 36%
PhD 5 10%
Post-doctoral 1 2%
M.Phil. 1 2%
Total 50 100%
(Source: Primary data)

Figure 4.3 showing educational qualification of respondents

60%
50%
50%

40% 36%

30%

20%
10%
10%
2% 2%
0%
under graduate PG PhD Post-doctoral M.Phil

28
Interpretation:

Table 4.3 shows the qualification of respondents. It reveals that 50% of respondents were
doing/completed their graduation, 36% were doing / completed their PG, 10%
completed/ doing PHD, 2% were qualified post-doctoral degree and 2% were qualified
M. Phil.

Table 4.4 showing occupations of respondents

Frequency Percentage

Particulars
Students 25 50%
Teachers 25 50%
Total 50 100%
(Source: primary data)

Figure 4.4 showing occupations of respondents

60%
50% 50%
50%

40%

30%

20%

10%

0%
students teachers

29
Interpretation

From the above table 4.4 it is clear that 50% of the respondents are studentsand 50% of
the respondents are teachers.

Table 4.5 showing the monthly income of the respondent

Particulars Response Percentage

Below 10,000 12 24%
10,00-35,000 8 16%
35,000-50,000 12 24%
50,000-65,000 8 16%
65,000-85,000 5 10%
85,000-10,0000 5 10%
Total 50 100%
(Source: Primary data)

Figure 4.5 showing the monthly income of the respondents

below10000 10000-35000 35000-50000

50000-65000 65000-85000 85000-100000

10%
24%
10%

16%
16%

24%

30
 Interpretation

From the above table 4.5, it is clear that 24% respondents have a monthly income of
below 10,000, 16% of respondents have a monthly income between 10,000-35,000, 24%
have a monthly income between 35,000-50,000,16% havea monthly income between
50,000-65,000, 10% having monthly income between 65,000-85,000 and 10% having
monthly income between 85,000-
1,00,000.

Table 4.6 showing type of account maintained by the respondents

Particulars Response Percentage

Savings account 42 84%
Current account 6 12%
Fixed deposit 2 4%
account
Total 50 100%
(Source: Primary data)
Figure 4.6 showing type of account maintained by the respondents

savings account current account fixed deposit account

4%
12%

84%

31
 Interpretation:

From the above diagram it reveals that 84% respondents maintain savings bankaccount
and 12% respondents maintain current account and 4% of the respondents maintain fixed
deposit account.

Table 4.7 showing respondents on usage of net banking

Particulars Frequency Percentage

Yes 45 90%
No 5 10%
Total 50 100%
(Source: Primary data)

Figure 4.7 showing respondents on usage of net banking

100%
90%
90%

80%

70%

60%
50%

40%

30%

20%
10%
10%

0%
yes no

32
Interpretation

Out of 50 respondents 90% of the respondents are doing net banking and 10%of them
are not doing net banking

Table 4.8 showing reliability of internet banking of SBI

Particulars Frequency Percentage of response

Strongly agree 27 54%
Agree 19 38%
Neutral 4 8%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: primary data)

Figure 4.8 showing reliability of internet banking of SBI

neutra disagree strongly

l8% 0% disagre
e0%

agre strongly
e agree
54%

33
 Interpretation

54% of the respondents strongly agree that SBIs net banking facility is veryreliable
and 38% of the respondents are agree that the net banking facility ofSBI is reliable
and 8 % of the respondents have neutral opinion.

Table 4.9 showing opinion about registration process of net banking

Particulars Frequency Percentage

Strongly agree 3 6%
Agree 13 26%
Neutral 11 22%
Disagree 14 28%
Strongly disagree 9 18%
Total 50 100%
(Source: Primary data)

Figure 4.9 showing opinion about registration process of net banking

Sales Strongly agree
6%

Strongly
disagree
18% Agree
26%

Disagree
28%
Neutral
22%

6% of respondents strongly agree that registration process of internet banking is

complex and difficult to understand, 26% agrees that the registration process of internet
banking is complex and difficult to understand, 22% of respondents have neutral
opinion, 28% of the respondents say that the registration process is easy and 18%
respondents say that the registration process is very easy.

34
Table 4.10 showing opinion about the time taken for the net bankingregistration

Percentage of
Particulars Frequency
respondents
Yes 35 70
No 13 26
Don‟t know 2 4
Total 50 100%
(Source: Primary data)

Figure 4.10 showing opinion about the time taken for the net banking
registration

80%
70%
70%

60%

50%

40%
26%
30%

20%
4%
10%

0% yes no

Interpretation: -
35
70% of the respondents say that the registration process of internet banking / net banking can
be done within a day. 26% of the respondents say that the netbanking registration cannot be
done within a day and 4% respondents have noknowledge about the time.

Table 4.11 showing awareness of respondents on SBI Internet app

Particulars Frequency Percentage

Yes 60 60%
No 40 40%
Total 50 100%
(Source: Primary data)

Figure 4.11 showing awareness of respondents on SBI YONO app

Interpretation:

36
60% of respondents are aware about SBI application.

Table 4.12 showing transaction through SBI Internet app

Frequency Percentage
Particulars
Yes 34 68%
No 16 32%
Total 50 100%
(Source: Primary data)

Figure 4.12 showing transaction through SBI YONO app

SALES

no

yes

Interpretation:

68% of the respondents have transferred money using SBI YONO app and32% does not
37
transferred money through YONO.

Table 4.13 Showing awareness about Online Banking features

Particulars Frequency Percentage

Yes 43 86%
No 7 14%
Total 50 100%
(Source: Primary data)

Figure 4.13 Showing awareness about YONO app features

SALES

no

yes

Interpretation

86% of the respondent knows that they can check their savings accounts balance and
transactions at any place at any time using app and 14%were not aware about it.

38
Table 4.14 showing response on Online Banking And ATM

Particulars Frequency Percentage

Yes 31 62%
No 19 38%
Total 50 100%
(Source: Primary data)

Figure 4.14 showing awareness on YONO Cash point/Enabled ATM

Sales

16%

Yes
No
84%

Interpretation:

62% of respondents have seen cash point or enabled ATM and 38%have not seen cash point/
enabled ATM.

Table 4.15 showing awareness on Internet Banking Cash feature provided by SBI
39
 Particulars Frequency Percentage
Yes 36 72%
No 14 28%
Total 50 100%
(Source: Primary data)

Figure 4.15 showing awareness on cash featured provided by SBI

Sales

Yes
18%

No
82%

Interpretation

72% of respondents are aware about cash feature provided with SBI app and 28% of respondents
are not aware.

Table 4.16 Showing Easiness of transaction of money through SBI Internet

40
Banking app

Particulars Frequency Percentage

Strongly agree 26 52%
Agree 21 42%
Neutral 3 6%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: Primary data)

Figure 4. 16 Showing Easiness of transaction of money through SBI Internet

Banking app

Sales

6%0%
Strongly agree
Agree

52% Neutral
42%
Disagree
Strongly disagree

Interpretation:

52% of respondents strongly agree that it is easy to transfer money from onebank account to
another through SBI app, 42% agrees and 6% of
respondent‟s neutral opinion

41
Table 4.17 showing understandability and readability of contents on SBI Online
Platform

Particulars Frequency Percentage

Strongly agree 10 20%
Agree 30 60%
Neutral 9 18%
Disagree 1 2%
Strongly disagree 0 0%
Total 50 100%
(Source: Primary data)

Figure 4. showing understandability and readability of contents on SBI Online

Platform

70%
60%
60%

50%
40%

30%
20%
18%
20%
10%
2%
0%
0%
strongly agree neutral disagree strongly
agree

Interpretation:

60% of respondents agree that it is easy to understand and read the contents of the SBI, 20 %
strongly agrees that it is easy to understand and readthe contents of the SBI, 50% have neutral
opinion and 2% say thatit is not easy to understand and read the contents of the SBI.
Table 4.18 showing awareness about the functions of Internet Banking like ATMapplication,
42
Blocking, Request for Cheque etc.

Particulars Frequency Percentage

Yes 41 82%
No 9 18%
Total 50 100%
(Source: Primary data)

Figure 4.18 showing awareness about the functions of Internet Banking like
ATM application, Blocking, Request for Cheque etc.

Sales

18%

Yes
N0

82%

Interpretation

82% of respondents aware on that they can apply, block debit/ATM and chequebook through
YONO SBI without visiting the branch. And 18% were not aware.

Table 4.19 showing awareness of the respondents about creating fixeddeposits

/recurring deposits, mutual fund etc. using Internet Banking.

43
 Particulars Frequency Percentage
Yes 37 74%
No 13 26%
Total 50 100%
(Source: Primary data)

Figure 4.19 19 showing awareness of the respondents about creating fixed

deposits /recurring deposits, mutual fund etc. using Internet Banking.

Sales

No
26%

yes
74%

Interpretation

74% of respondents know that they can create fixed and recurring deposits andinvest in mutual
fund and purchase insurance policies using SBI without visiting the branch. And 26% of
respondents are not aware about it.

Table 4.20 Awareness about different usage of Internet Banking like recharge,bill
payment etc.
44
 Particulars Frequency Percentage
Yes 42 84%
No 8 16%
Total 50 100%
(Source: Primary data)

Figure 4.20 Awareness about different usage of Internet Banking like recharge,bill
payment etc.

Sales

No
16%

Yes
84%

c.

Interpretation

84% of the respondents are aware that they can book tickets for travel and tour, Hotels, pay
bills, recharge mobile phone number and shop through SBI and 16% are not aware about it.

Table 4.21 showing response speed of Internet Banking is fast

Particulars Frequency Percentage

Strongly agree 30 60%
Agree 15 30%

45
Neutral 5 10%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: Primary data

70%
60%
60%

50%
40%
30%
30%

20%
10%
10%
0%
0%
0%
strongly strongly
agree neutral
agree

46
Interpretation

60% of respondents strongly agree that response speed of SBI YONO is fast, 30% of
respondents agree that response speed of SBI YONO is fast, 10% of neutral opinion.

Table 4.23 showing safety of information on Internet Banking

Particulars No response Percentage

Yes 36 72%
No 0 0%
Don’t know 14 28%
Total 50 100%
(Source: Primary data)

80%
72%
70%

60%

50%

40%
28%
30%

20%

10% 0%

0% yes no

Figure 4.23 showing safety of information on Internet Banking

47
Interpretation

72% of respondents consider that information given in SBI are safe, 28% have no idea about
the safety of information that they give in SBI.

Table 4.24 showing adequacy of security feature of SBI Internet Banking

Particulars Frequency Percentage

Strongly agree 20 40%
Agree 22 44%
Neutral 8 16%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: Primary data)

Table 4.24:showing adequacy of security feature of SBI Internet Banking

strongly agree agree neutral disagree strongly disagree

0% 0%
16%

40%

44%

48
Interpretation

44% of respondents agree that security features of SBI

is adequate,40% strongly agree that security features of SBI
is adequate, 16% neutral opinion.

Table 4.25 showing safety of online transaction through Internet Banking

Type of response No of response Percentage of response

Strongly agree 27 54%
Agree 15 30%
Neutral 8 16%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: Primary dat

Figure 4.25 showing safety of online transaction through YONO

60%

50%

40%

30%

20%

strongly agre neutra disagre strongly

agree e l e disagre

49
 CHAPTER -5

CONCLUSION:

FINDINGS, SUGGESTIONS AND CONCLUSION.

This chapter deals with the findings, summarized, the conclusion derived and suggestions made from the
collected data.

Here the study deals with INTERNET BANKING SERVICE OF STATE BANK OF INDIA It was conducted
among the customers, For the purpose of study, primary data was collected from 100 customers using
questionnaire. Following are the findings of the study.

FINDINGS: -

• SBI services are used by both male and female. Through the data analysis it reveals that majority of females
are using this app.

50
• The study shows the fact that the main users of SBI app are the age group between 20-30.The numbers of
people above 50 years using SBI app are very less compared to other age groups‟.

• Majority of responses are under graduate as compared to others.

• Occupations of responses were collected from students and teachers, both responses are equal.

• 24 percentage of the respondents have monthly income of below 10,000 and 35,000 – 50,000.

• Majority of respondents were using savings account.

• 95 percentage of respondents were using net banking.

• 54 percentage of respondents strongly agrees on reliability of net banking of SBI.

• 28 percentage of respondents are aware on registration process of net banking.

• 70 percentage of respondents knows about time taken for banking registration.

• 100 percentage of respondents knows about SBI app.

• 68 percentage of respondents have transferred through SBI app.

• 86 percentage of respondents are aware about SBI app features.

• 62 percentage of respondents says about cash point/Enabled ATM.

• 72 percentage of respondents are aware about cash feature provided by SBI.

• 52 percentage of respondents strongly agrees that transaction of money through SBI App is easy.

• 60 percentage of respondents agrees that it is easy to read and understand the contents of app.

• Most of respondents are aware about functions of app like ATM Application, blocking, request for cheque
etc.

• 74 percentage of respondents knows that they can create fixed and recurring deposits and invest in mutual
fund using SBI app.

• Majority of respondents are satisfied with speed of app.

• Most of respondents are aware about different usage of app like recharge, bill payment etc.

• Majority of respondents strongly agrees that response speed of SBI is fast.

• 72 percentage of respondents consider that information given in SBI App are safe and secure.
51
• 44 percentage of respondents agrees that security feature of SBI App is adequate.

• More than half of respondents agrees that it is safe to use online transaction through SBI App. Suggestions

• Make the application more colourful and user-friendly.

• Response speed of application should be faster.

• Should make more awareness on which people could do at them. home without visiting branch which
facilitates by SBI app.

• Beneficiary activation should be faster.

• Number of CASH enabled ATM, should be increase and should aware more about it among the customers.

CONCLUSION:

Studying the project, we came to know that Internet banking is clearly the way forward for the State Bank of
India. It provides comfort to customers at the same time it provides cost cutting to SBI by eliminating physical
documentation. Internet banking saves time of bank as well as those of customers.

This study states that internet banking provides greater reach to customers. Feedback can be obtained easily
as internet is virtual in nature. Customer loyalty can be gain. Personal attention can be given by bank to
customer also quality service can be served. Bank should know that No system is perfect, however a system
of such a type will need to be very secure. This is a system which holds account details and customers wealth.
If such a system was not trusted and not reliable, then SBI would face serious laws and would lose business.
It can be easily concluded that technological development in banking industry positively improves their
services, competitiveness, branding and also loyalty.
52
After studying the SWOT analysis, we came to know various strengths of SBI such as quality customer
service, greater reach, customer loyalty, easy access to information, 24 hours access, easy online applications
etc. SBI should put efforts to multiply the number of strengths. In terms of weakness, I come to know some
of the major weaknesses they are lack of awareness of internet banking among the customers, obsolesce of
technology related to security, complicated procedures of availing internet banking facilities, lack of
knowledge among the employees of SBI. SBI should concentrate on the weaknesses and reduce them to zero.

In the third segment of SWOC analysis of internet banking we dealt with opportunities like 95 % market of
internet market is untapped, SBI‟s path to become first virtual bank. By encashing such opportunities bank
can become the leader in banking sector of India. In the last segment I come to know about various challenges
which are in front of SBI, like sameness in IT infrastructure within various banks, need of various vendor
supports for complex technology, maintaining secured IT infrastructure, alternative mechanism in case of
failure of present security system

The company can take the advantage of the reputation it has created in the market for itself and become more
competitive The recommendations and suggestions given, if adopted will improve the position of the company
substantially and optimal profitability coupled with better service and satisfactions for investors may be
achieved

CHAPTER 06
Bibliography

53
• www.statebankofindia.com

• www.onlinesbi.com
•
• www.weikipedia.com
•
• www.google.com
•
• https://www.scribd.com/
•
• https://www.udemy.com/

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 Unique Content Word Count

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The Retail banking application is an integration of several functional areas, and enables customersto
• Issue Demand Drafts online

• Transfer funds to own and third-party accounts

• Generate account statements

• Setup Standing Instructions

• Configure profile settings

• Use e-Tax for online tax payment

• Use e-Pay for automatic bill payments

CORPORATE BANKING:

The Online SBI corporate banking application provides features to administer and manage corporate

accounts online. The corporate module provides roles such as Regulator, Admin, Uploader,

Transaction Maker, Authorizer, and Auditor. These roles have access to the following functions
• Manage users, define rights and transaction rules on corporate accounts

• Access accounts in several branches with a single sign-on mechanism

• Upload files to make bulk transactions to third parties, supplier, vendor and tax collectionauthorities.

• Use online transactional features such as fund transfer to own accounts, third party payments,and draft

issues

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 PLAGIARISM SCAN REPORT

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The banking industry in India today comprises of 27 public sectors, 31 private banks and 29

foreign banks. The Indian banking sector is headed for consolidation. The presence of many regional

players will see few banks emerging as global competitors. Moreover, the likely rise in interest

rates will be bank margins under pressure. Treasury gains may within the current scenario. Bank

profit in future may again be driven by core income. Indian banking industry in general and SBI in

particular has positioned itself to take advantage of such economic growth, India is likely to

achieve. SBI is an Indian multinational, Public Sector banking and financial services company. SBI

is one of India’s major banks and is an industry leader in terms of size, business sector promotion

and initiatives for the progress and economic enhancement of the Indian economy. SBI is entering

into many new businesses with strategic tie ups – Pension Funds, General Insurance, Custodial

Services, Private Equity, Mobile Banking, Point of Sale Merchant Acquisition, Advisory Services,

organized items and so on – every one of these activities having a massive potential for

development. SBI is moving forward with forefront innovation and imaginative new saving money

models, to strengthen its presence and widen its client base. The bouquet of services provided by

SBI includes Personal Banking, International, Banking, Agriculture / Rural and Corporate Banking,

SME, Government Business and Domestic Treasury. SBI is a universally acknowledged regional
56
banking giant and has 20% market share in deposits and loans among Indian commercial banks

INTERNET BANKING

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State bank of India is the nation’s largest and oldest bank. Tracing its roots back some 200

yearsto the British East India Company (and initially established as the Bank of Calcutta in 1806),

the bank operates more than 15,000 branches within India, where it also owns majority stakes in

six associate banks. State Bank of India (SBI) has more than 80 offices in nearly 35 other countries,

including multiple locations in the US, Canada, and Nigeria. The bank has other units devoted to

capital markets, fund management, factoring and commercial services, credit cards, and

brokerage services. The Reserve Bank of India owns about 60% of State bank of India.

It is said that necessity is the mother of invention. And true, it is seeds of Internet were sown in the

ashes of the world war having bombed the cities of Hiroshima and Nagasaki, US military was

forced to provide the answer to the question – What if someone bombed the USA? So for many

years after the war, most of the US military research concentrated on ways and means to survive

the nuclear holocaust. And one of the most important strategic problems was- “How would us

authorities communicate with each other in the aftermath of a nuclear attack?” computers were

already there. But, communication networks were connected to each in a private fashion- in sort of
57
chains: somewhat like an electricity line to your home. This means that if even one chain in the

middle were blown

The State Bank of India (SBI) is an Indian multinational, public sector banking and financial services

statutory body. It is a government corporation statutory body headquarters in Mumbai.

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59