E-Banking Study at HDFC Bank

A PROJECT REPORT ON
“A STUDY ON E-BANKING SYSTEM AT HDFC BANK,

HOSKOTE”
Project report submitted to Bangalore North University in

partial fulfillment of requirement for award of the Degree
in MASTER OF COMMERCE
SUBMITTED BY
NAGESH. M
(Reg. No. CM194421)
UNDER THE GUIDANCE OF

Prof.BHAVYA. M.com
Assistant Professor, Department Of Commerce and Management
S.E.A COLLEGE OF SCIENCE, COMMERCE AND ARTS

EKTA NAGAR, BASAVANAPURA, (K.R. PURAM)
BANGALORE - 560 049
2020 - 2021
GUIDE CERTIFICATE
This is to certify that Mr.NAGESH.M Reg. No. CM194421 student of M.Com has
successfully completed the project "A STUDY ON E-BANKING SYSTEM AT HDFC
BANK, HOSKOTE" It is an independent study carried out under my provision and
guidance in partial fulfillment for the award of degree of Master of Commerce of Bangalore
University. He has attended all the required guidance session held.
This dissertation is based on an original project study and has not formed the basis for the
award of any other Degree or Diploma of any university or institution.
Place :
Date : Asst. Prof . Bhavya

DECLARATION
I declare that the study titles, “A STUDY ON E-BANKING SYSTEM AT HDFC BANK,
HOSKOTE" during the academic year 2019-2021 submitted in partial fulfillment of the
requirement for the award of the degree of Master of Commerce of Bangalore University it
is an original work carried out by me under the supervision and guidance of Bhavya,
Assistant Professor, Department of Commerce, South East Asian College of Science,
Commerce, and Arts.
I also declare this project work is the result of my own efforts and has not been previously
submitted to any other university or institution for the award of any other Degree or Diploma.
Place : NAGESH.M
Date : Reg. No:CM194421

ACKNOWLEDGEMENTS
I take this opportunity to express my profound gratitude to Dr. T.N. Muthe Gowda, Principal,
South East Asian College of Science, Commerce, and Arts, for having provided me an
opportunity to work on this project.
It’s my gratitude to convey my sincere thanks to Asst. Prof.Hema, Department of

Commerce and all other staff members of the department for providing an excellent academic
climate in the institution that has made this endeavor possible.
I am extremely grateful to my research guide Bhavya, Assistant Professor, Department of

Commerce, for his valuable guidance, suggestions and advice through all the stages of my
project and who has been a constant source of support while executing this project.
I extend my gratitude to Mr.Govindraj Manager – HDFC Bank Hoskote providing the

information and giving me the opportunity to undertake this project.
My sincere thanks to my parents, friends and all those who helped me in the successful
completion of my project.
NAGESH.M
Reg. No : CM194421
LIST OF CONTENTS
CHAPTER PARTICULARS PAGE.NO.
1 INTRODUCTION 1-20
2 REVIEW OF LITERATURE 21-26
RESEARCH DESIGN
3 27-30
4 COMPANY PROFILE
31-50
DATA ANALYSIS AND

5 51-88
INTERPRETATION
SUMMARY OF
6 FINDINGS,SUGGESTION AND 89-91
CONCLUSIONS
BIBLIOGRAPHY
ANNEXURE
LIST OF TABLES
TABLE
NO. TITLE OF THE TABLES PAGE.
NO
5.1 SHOWING GENDER OF THE 53
RESPONDENTS
5.2 SHOWING AGE OF THE RESPONDENTS 55
5.3 SHOWING OCCUPATION OF THE

RESPONDENTS 57
5.4 SHOWING INCOME GROUP OF THE
RESPONDENTS (PER ANNUM) 59
5.5 SHOWING THE BANKS IN WHICH THE
RESPONDENTS HOLD AN ACCOUNT 61
5.6 SHOWING STATEMENT TO THE
RESPONDENTS ABOUT E-BANKING 63
5.7 SHOWING AWARENESS OF THE
RESPONDENTS ABOUT E-BANKING 66
5.8 SHOWING FREQUENTLY USAGE OF
E-BANKING 68
5.9 SHOWING FACTORS INFLUENCE THE

USE OF E- BANKING 71
5.10 SHOWING BENEFITS OF USING E-
BANKING 73
5.11 SHOWING HDFC BANKS E- BANKING
IS LESS TIME CONSUMING AND EASY 75
TO COMPARED TO OTHER
BANKS
IS USER FRIENDLY SOFTWARE AND 77
EASY TRANSACTION PROCESSING IS
COMPARED TO
OTHER BANKS
IS PROVIDES SECURITY OF 79
PERSONAL INFORMATION
COMPARED TO OTHER BANKS
5.14 SHOWING PROBLEMS IDENTIFIED
WHILE USING E-BANKING 81
5.15 SHOWING REASONS FOR NOT USING
E- BANKING 84
5.16 SHOWING THE REASONS FOR

CHOOSING E-BANKING SERVICES 86
LIST OF GRAPHS
GRAPH
NO. PARTICULARS PAGE.NO.
5.1 SHOWING GENDER OF THE 54
RESPONDENTS
5.2 SHOWING AGE WISE RESPONDENTS 56
5.3 SHOWING OCCUPATION OF THE 58
RESPONDENTS
5.4 SHOWING INCOME GROUP OF 60
RESPONDENTS
5.5 SHOWING THE BANKS IN WHICH 62
THE RESPONDENTS HOLD AN
ACCOUNT
5.6 SHOWING STATEMENT OF THE 65
RESPONDENTS ABOUT E-BANKING
5.7 SHOWING AWARENESS OF THE 67
RESPONDENTS ABOUT E-BANKING
5.8 SHOWING FREQUENTLY USAGE OF 70
E-BANKING
5.9 SHOWING FACTORS INFLUENCE TO 72
USE OF E-BANKING
5.10 SHOWING BENEFITS OF USING E- 74
BANKING
5.11 SHOWING HDFC BANKS E- BANKING 76

IS LESS TIME CONSUMING AND
EASY TO COMPARED TO OTHER
BANKS
IS USER FRIENDLY SOFTWARE AND
EASY TRANSACTION PROCESSING IS

PROVIDES SECURITY OF PERSONAL
INFORMATION COMPARED TO
OTHER BANK
5.14 SHOWING PROBLEMS IDENTIFIED 83
WHILE USING E-BANKING
5.15 SHOWING REASONS FOR NOT USING
E-BANKING
85
5.16 SHOWING THE REASONS FOR

CHOOSING E-BANKING SERVICES 88
,
“A STUDY ON E-BANKING SYSTEM AT HDFC BANK
H0SKOTE”
CHAPTER - 1
1.1 INTRODUTION ABOUT E-BANKING
In the banking operation process E-Banking is a system that has been developed inorder
to help customers with the daily day to day transactions. The fast advancing global information
infrastructure enable the development of electronic commerce business at a global level. The
nearly universal connectivity which the Internet offers has made it an invaluable business tool.
These developments of E-Banking have created a new type of economy, which many call the
‗digital economy‘.
This fast emerging economy is bringing with it rapidly changing technologies,
increasing knowledge intensity in all areas of business, and creating virtual supply chains and
new forms of businesses and service delivery channels such e-banking. Banks have
traditionally been in the forefront of harnessing technology to improve their products,
services and efficiency.
They have, over a long time, been using electronic and telecommunication networks for
delivering a wide range of value added product and services. The delivery channels include
direct dial – up connections, private networks, public network etc and devices include
telephone, personal computers including the Automated teller machines, etc. With the
popularity of PCs, easy access to Internet and World Wide (WWW), internet is increasingly
used by banks as a channel for receiving instruction and delivering their products and services
to their customers. This form of banking is generally referred to as Internet Banking.
1.1.1 HISTORY AND GROWTH OF E-BANKING AT GLOBAL LEVEL
Present world is a Information and Technology era the Internet is a vast network of
individual computers and computer networks connected to and communicate with each other
using the same communication protocol – TCP/IP (Transmission control protocol/Internet
protocol). When two or more computers are connected a network is created; connecting two or
more networks create ‗internetwork‘ or Internet. The Internet, as commonly understood, is the
largest example of such s system. Internet is often and aptly describe as ‗Information
Superhighway‘, a Means to reach innumerable potential destinations.
The destinations can any one of the connected networks and host computers. Internet has
S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 1
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evolved to its present state out of a US Department of Defense project ARPANet (Advanced
research project A major Administration network), developed in the late 1960s and early 1970s
as an experiment in wide area networking perceived advantage of ARPANet was that the
would continue to operate even if a segment of it is lost or destroyed since its operation network
did not defense network, over the years it was used predominantly in areas of scientific research
and communication.
By the 1980s, it moved out of pentagon‘s control and more independent networks from US
and outside got connected to it. In 1986, the US National Science Foundation (NSF)
established a national network based on ARPA protocol using commercial telephone lines for
connectivity.
The NSFNet was accessible by a much larger scientific community. Commercial networks
and general users and the number of host computers grew rapidly. Eventually, NSFNet
become the framework today‘s internet. ARPANet was officially decommissioned in 1990.
The precursor for modern home online banking services were the distance banking
services over electronic media from the early 1980s. The term online became popular in the
late ‗80s and referred to the use of an 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 toes down a
phone line with instructions to the bank. Online services started in New York in 1981 when
four of the city‘s major banks (Citibank, Chase Manhattan, Chemical and manufactures
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 (Minitel) was subsidized by the telecom provider and the
UK, where the Pestle system was used.
The UK‘s first home online banking service was set up by Bank of
Scotland for customer of the Nottingham Building Society (NBS) in 1983. The system used
was based on the UK‘s Prestel system and used a computer, such as the BBC micro, or
keyboard (Tan data Td1400) connected to the telephone system and television set. The system
(known as ‗Homelike‘) allowed on-line viewing of statements, bank transfers and bill
payments. In order to make bank transfers and bill payments, a written instruction giving details
of the intended recipient had to the NBS who set the details up on the Homelike system. Typical
recipients were gas, electricity and telephone companies and accounts with other banks.
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Details of payments to be made were input into the NBS system by the accounts holder via
prestel.
A cheque was then sent by NBS to the payee and an advice giving details of the payments was
sent to the account holder. BACS was later used to transfer the payment directly.
Stanford Federal Credit Union was the first financial institution to offer online internet banking
services to all of its members in October 1994. Later on it was adopted worldwide banks.
1.1.2 E-BANKING IN INDIA
In India e-banking is of fairly recent origin. The traditional model for banking has been
through branch banking unit banking only in the early 1990s there has been start of non branch
banking services.
The good old manual systems on which Indian Banking depended upon for centuries seem
to have no place today. The credit of launching internet banking in India Citibank to ICICI
Bank. Citibank and HDFC Bank followed with internet banking services in 1990.
Several initiatives have been taken by the government of India as well as the Reserve
Bank to facilitate the development of e-banking in India.
The government of India enacted the IT Act, 2000 with effect October 17, 2000 which
provided legal recognition to electronic transactions and other means of electronic commerce.
The Reserve Bank is monitoring and reviewing the legal and other requirements of e-
banking on a continuous basis to ensure that e-banking would develop on sound line and e-
banking related would not pose a threat to financial to financial stability.
A high level committee under chairmanship of Dr. K.C. CHAKRAVARTHY and

members from, IIM, IDRBT, banks and the Reserve Bank prepared the, IT Vision Document
-2011-17 ―, for the Reserve Bank and banks which provides an indicative road map for
enhanced usage of IT in the banking sector. To cope with the pressure of growing competition,
Indian commercial banks have adopted several initiatives and e-banking is one of them. The
competition has been especially tough for the public sector banks, as the newly established
private sector and foreign banks are leaders in the adoption of e-banking.

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1.1.3 PART OF INTERNET
The internet is made up of terminal computers through which subscribes access the
net; gateways servers which connect the users to the rest of the network( of computers ); servers
which host information in them; and the communication network over which actually flows.
Internet offers its users a variety of services. The subscribers may have access to all
or any of the following services depending upon the type of connection that one has subscribed
for:
1. Transmission Control Protocol/ Internet Protocol(TCP/IP)

2. File Transfer Protocol (FTP)
3. E-mail
4. World Wide Web (WWW)
5. Wireless Application Protocol (WAP)
6. Digital Signatures
THE DETAILS ARE AS FOLLOWS
1. Transmission Control Protocol or Internet Protocol (TCP/IP)
It has become possible for innumerable computers operating on different platforms to

communication with each other Internet because they adopt the same communication protocol,
TCP/IP. The latter, which stands for ‗Transmission Control Protocol / Internet protocol‘, is a
set of rules which define how computers communication with each other.
2.File Transfer Protocol
File Transfer Protocol is a mechanism for transferring files between computers on the Internet.
It is possible to transfer a file to and from a computer (ftp site) without having an account in
that machine. Any organization intending to make available to public its documents would
normally set up a ftp site which any one can access the documents for download. Certain ftp
sites are available to validated users with an account ID and password.
3. E-mail
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The most common and basis use of Internet is the exchange of e-mail (electronic mail). It is an
extremely powerful and revolutionary result of Internet, which has facilitated almost
instantaneous communication like attachment of documents, audio, video and voice mail, this
segment of Internet is fast expending as the most used communication medium for the whole
world. Many websites offer e-mail as a free facility to individuals. Many corporate have
interfaced their private networks with Internet in order to make their email accessible from
outside from outside their corporate network.
4. World Wide Web (WWW)
Internet encompasses any electronic communication between computers using

TCP/IP protocol, such as e-mail, file transfers etc. WWW is segment of Internet, which uses
Hyper Markup Language (HTML) to link together files containing text, rich, text, sound,
graphics, video etc…and offers a very convenient means of navigating through the net. It uses
hypertext transfer protocol (HTML) for communication between computers. Web documents
which are referred to as pages can contain links to other related documents and so on in a tree
like structure.
The person browsing one document can access any other linked page. The web
documents and the web browsers which are the application programs to access them are
designed to be platform independent. Thus any web documents can be accessed irrespective of
the platform of the computer accessing the document and that of the host computer.
The programming capabilities and platform independent of java and java applets
have further enriched the web. The ‘point and click‘ method of browsing is extremely simple
for any lay user popular medium and its use in business has been enhanced dramatically.
The next in the HTML genre is the Extensible Markup Language (XML), which
allows automated two-way information flow between data stores and browser screens. XML
documents provide both the raw content of data and the data structure and are projected by its
proponents as taking the web technology beyond the limit of HTML.
WAP is the latest industry standard which provides wireless access to Internet through
handheld devices like a cellular telephone. This is an open standard promoted by WAP forum
and has been adopted by world‘s all major handset manufacturers.
WAP is supplemented by Wireless Applications Environment (WAE), which provides industry

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wise standard for developing application and services for wireless communication networks.
This is based on WWW technology and provides for application for small screens, with
interaction capabilities and adequate security. Wireless Transaction Protocol (WTP), which is
the equivalent of TCP, sets the communication rules and Wireless Transport Layer Security
(WTLS) provides the required security by encrypting all the session data. WAP is set to
revolutionize the commercial use of net.
5. Security
One of the biggest Problem of E-Banking is how to secure IT ? Because It attractions of Internet
as electronic medium is its openness and freedom. It is a public domain and there is no
restriction on who can use it as long as one adheres to its technical parameters.
This alsogives rise to concerns over the security of data and information transfer and privacy.
These concerns are common to any network including closed user group networks. But over
the Internet, the dimensions of risk are larger while the control measures are relatively fewer.
It will be sufficient to say here that the key components of such concern are:
I. Authentication, viz., assurance of identity of the person in a deal.

II. Authentication, viz., a party doing a transaction is authorized to do so.
III. The privacy or confidentiality of data, information relating to any deal.
IV. Data integrity, viz., assurance that the data has not been altered.
V. Non repudiation, viz., a party to the deal cannot deny that it originated the
communication or data.
6. Digital Signatures
On October 1, 2000, the Electronic Signatures in National and Global Commerce Act was
signed. This act that an agreement, contract, or transaction signed electronically is enforceable
in a court of law. Accordingly, financial services institution can now legally transact business
using electronic signatures, allowing transactions such as mortgages, funds transfers, opening
and closing of accounts, benefits enrollment, and beneficiary designations occur in electronic
environment.

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The law defines an electronic signature as ―an electronic sound, symbol, or process
attached to or logically associated with a contract or other record and executed or adapted by a
person with a intent to sign the record.‖
Fortunately, the legislation does not attempt to define acceptable technologies

except to indicate that the technologies must be mutually acceptable to the transacting parties.
Since a valid signature can be as simple as a digital image of signature (enabled through an
electronic pen and pad) or as complex as today‘s public key infrastructure (PKI) and
associated encryption methods, the technology decision maker must define relevant business
objectives and understand the risks, such as cost and unauthorized use associated with
alternative implementation.
There are possible additional benefits to the implementing organization. These

include reduced transaction time lines, reduction in paper processing costs, facilitation of
customer migration to the Internet as a business channel, and increased online transaction
security.
When compared to physical signatures, e-signature technologies are, in general, more

secure authentication method. Many financial institutions are studying the possible
implementation of a public key infrastructure (PKI) system that will allow them to exchange
electronic information securely with unknown parties.
PKI is the delivery channel for public key cryptography, a method that allow the
parties to a transaction to keep a communication private through the use of a two-part key made
up of public and private components. To encrypt messages, the published public keys of the
recipients are used.
To decrypt the messages, the recipients use their unpublished privates‘ keys, known
only to them. Quite simply, if the signer‘s private key is not compromised, which can happen
by releasing the password or allowing access to the device containing the private key, a
document cannot be digitally signed.

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1.1.4 THE IMPACT OF E-TRANSACTION AND AUTHENTICATION

ISSUES IN BANKING
It‘s hardly great news that there has been tremendous growth in the use of the internet
and other electronic facilities to process financial transaction.
According to the Federal Deposit Insurance Corp., transactional Web sites have more
than double each year for the past six years, growing form one in 1995 to nearly 2,500 in
2000.
This growth is a reflection of the fact that over the past few years, financial leaders
have been considering various ways in which to allow their customers to transact business
using the internet.
This objective is now reaching beyond the financial services industry into non-
electronic business segments, such as the building supply industry.
Furthermore, this growth is likely to continue to climb as the number of internet users,
interest connecting speed, and the number of transactional Web sites connection to increase.
The number of the adults using PC banking is also growing. With this growth, there
is an increased awareness of the benefits of using online transaction processing, thereby
fueling the thought that all business should be electronically facilitated.
Gartner predicts that worldwide business-to-business (B2B) e-commerce will total $3.6 trillion
by 2003 and $8.5 trillion in 2005.online financial activity had a slower start, but has had steady
growth, from 6 million users in 1998 to 27.5 million users in 2000.during 2000. During 2000,
only 30 percent of the internet-capable households were using some form of internet banking,
indicating that is tremendous room for increased use.
1.2 WHAT IS E-BANKING ?
Online banking allows people access all of their account through a secure bank- created
website. Depending on the services chosen, a customer may simply be able to view the day-to-
day activity of every account they have with a bank. E-banking means any user with a
personal computer and a browser can get connected to his bank‘s website to perform any of
the virtual banking functions.

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In internet banking system the banking has a centralized database that is Web-enable. All
the services that the bank has permitted on the internet are displayed in menu. Any services can
be selected and further interaction is dictated by the nature of services.
The traditional branch model of bank is now giving place to an alternative delivery channels
with ATM network. Once the branch office of bank are interconnected through terrestrial or
satellite links, there would be no physical identify for any branch. It would a borderless entity
permitting anytime, anywhere and anyhow banking.
1.2.1 TYPES OF E-BANKING
Understanding the various types of e-banking will help examiners assess the risks involved.
Currently, the following three basic kinds of internet banking are being employed in the
marketplace.
❖ Informational:-
This is the basic levelof internet banking. Typically, the bank has
marketing about the bank‘s products and service on a stand-alone severs. The risk
is relatively low, as informational systems typically have no path between the
server and the bank‘s internal network. This level of internet banking can be
provided by the bank or outsourced. While the risk to a bank is relatively low, the
server or web site may be vulnerable to alteration. Appropriate controls therefore
must be in place to prevent unauthorized to the bank‘s server or web site.
❖ Communicative:-
This type of Internet banking systems and the customer. The interaction
between the bank‘s system and customer. The interaction may be limited to
electronic mail, account enquires, loan applications, or static file updates networks,
the risk is higher with place to than with informational systems. Appropriate
controls need to be in place to prevent, monitor, and alert management of any
unauthorized attempt to much more critical in this environment.

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❖ Transactional:-
This level of internet banking allows customers to execute transactions. Since a
path typically exists between the server and the bank or outsourcer‘s internal
Customer transaction can include accessing accounts. Paying bills, transferring
funds etc.
1.2.2 TYPES OF E-BANKING PRODUCT
➢ Automated Teller machines (ATM):-

Even thorough ATM originally developed for cash dispenses now it includes many
other bank related functions such as-cash withdraw, paying routing bills fees and taxes.,
printing bank statement., Fund transfer., Donation to charities, claque processing
module, adding pre-paid cell phone/mobile phone credit, adverting channels for own or
third party products and services, pay premium.
➢ Debit card:-
Debit card is a plastic card which provides an alternative payment method for cash
when making transaction. Using debit card cardholder can see balance available on
account. Debit card is mainly used for cash withdraw from ATM, at point of sale (POS),
also on the internet for online purchase, funds transfer, paying bills accessing detail
account information, charging PIN etc. Bank provides debit card free of cost at the time
of opening account. From 1st Jan 2011,RBI declared that for every transaction with
debit card on ATM user has to enter password for every transaction. This is done for
security purpose.
➢ Credit card:-
A credit card is a system of payment named after the small plastic card of the system.
A credit card is different from a debit card in that it does not remove money from the
user‘s account after every transaction.

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➢ Internet Banking:-
Internet banking is conducted by completing bank transactions by directly accessing
the bank through the internet. Nowadays, internet banking customers can access many
different services online, which makes physical banks open even after office hours. In
means of offline banking is becoming to be online banking while physical banks are
not opened (out of office hours), so customers do not need to go to the banks or call
them any more unless there is an issue that cannot be handled online. Internet banking
can be conducted either by accessing the internet with a computer or by using a phone
that has internet features.
➢ Mobile Banking:-
Mobile banking (also known as M-Banking, m banking, SMS banking etc.) is a term
used for performing balance checks, account transactions, payments, credit applications
etc. Via a mobile device such as a Personal Digital Assistant (PDA).
➢ Phone Banking:-
Telephone banking allows customers to conduct banking service using the phone from
and anytime, but its only disadvantage is that it doesn‘t involve vision for the customers
while producing their transaction. Customers can knowledge their balances and listen
to the transaction, but with the ability to vision it such as viewing it on a computer or
on a paper will add more confidence, and evidence to the customer.
➢ Paytm:-
―Paytm is an Indian payment and commerce company based out of Delhi
NCR, India. Launched in august 2010, it is the consumer brand of parent one 97
communication. The name is an acronym for ―pay through mobile‖… it also operates
the gateway and the Paytm wallet‖.

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1.2.3 ELECTRONIC BANKING SERVICES
E –Banking is your personal banking service on the internet, protected with

bank identifiers. It is available anywhere, anytime. E-banking allows you to pay invoice to
finish and foreign recipients easily and securely. You can also check your account balance and
transactions you can order a new card, without a granted to you and make mutual fund
subscriptions.
You access e banking service by obtaining bank identifiers as free of charge

but commissions and fees in accordance with the service tariff will be leaved on orders other
transaction carried out through e banking.
▪ Balance enquiry and statement:-

Check out transaction in bank account with a real time balance.
▪ Electronic Fund or National Electronic Fund Transfer:-
National Electronic Fund Transfer (NEFT) is online system for transferring fund of Indian
Financial Institution (especially loans). This facility is used mainly to transfer funds below Rs.
2, 00,000/- The NEFT system in India lives with effect from 21 November 2005. NEFT was
sent to cover Pall banks which were participating in the special electronic funds transfer
(NEFT) Clearing. NEFT was made on the structured financial messaging solution (SFMS)
platform. Public key infrastructure (PKI) technique used in NEFT for maintaining security.
▪ Prepaid mobile recharge:-
Recharge pre-paid mobile online anywhere, anytime in few minutes. Now there
isno need to the vendor to recharge the prepaid phone, every time the talk time runs out. Just
top-up the prepaid mobile cards by logging in to internet banking. By just selecting the
operator`s name entering the mobile number and the amount for recharge, the phone again back
in action within few minutes.

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▪ Paying utility bills:-
Paying of bills of utility (electricity and telephone), bank credit bills and insurance premium.
Banks has tie-ups with various utility companies, service providers and insurance companies,
across the county. If facilitates the payment bills.
To pay bills, a simple one-time registration for biller is to be completed. Standing

instructions can be set, online to play recurring bills, automatically. One-time standing
instruction will ensure that bill payments do not charge customers for online bill payment.
▪ Open FD and RD :-
Most banks that provide Internet services allow customer to open new accounts by accessing
the bank website, logging in, filling in the application online and either submitting it online or
printing it and handing it to a teller all the branch.
▪ Request a cheque book :-

Customer can request for cheque book, cheque cancellation, cheque status through E-
Banking.
Online Trading or Demat
Provide to demat account details and transactions. Trade in security market online,
through the unique three-in-one account that integrate-banking, broking and demat
account.
▪ Tax payments:-
By using E-Banking customer can make a payment all kind taxes like Income
tax, service tax, sales, tax etc,
▪ Online loan Request:-
If customer wants to get loan they can apply to loan directly through e-banking.

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▪ Online Ticket Booking :-
Customer can booking Railway, movies, Bus Tickets via e-banking.
▪ Online Shopping:-
E-Banking also helps to make an online shopping or E Commerce. Lending

banks have tie ups with various shopping websites. With a range of all kind of production, one
can shop online and the payment is also made conveniently through the account. One can also
buy railway and tickets internet banking.
1.2.4 FEATURES OF INTERNET BANKING

o It is the most convenient and powerful way to manage account
o It can be accessed anytime from anywhere to give complete control over your
finances.
o It is secure using industry standard technologies and infrastructure it gives peace
of mind also. These virtual banks can offer higher interest rates than their
traditional counterparts.
o Always be in the know it comes to your money. Get up date balance and savings
rates any time, and see what‘s going on in your account.
o Manage your bills online, transfer money easily and get. Alert if your balance
is low-or if you‘re waiting for a large payment.
o By registering for internet banking, you‘ll be readyto download and access our
banking app. Fine out what our banking app could do for you.
o we continuously take step to protect your money. Our priority is keeping you
safe and secure online.

HOSKOTE”
1.2.5 IMPACT OF E-BANKING ON TRADITIONAL BANKING

SERVICES
One of the issues currently being addressed is the impact of e-banking on traditional
banking players. After all, there are risks inherent in going into e-banking there are
other risks in not doing so. It is too early to have a firm view on this yet. Even to
practitioners the future of e-banking and its implications are unclear. It might be
convenient nevertheless to outline briefly two views that are prevalent in the market.
The view that the internet is a revolution that will sweep away the old order
holds much sway. Arguments in favor are as follows: E-banking transactions are much
cheaper than branch or even phone transactions. This could turn yesterday‘s
competitive advantage- a large branch network, into a comparative disadvantage,
allowing e-banks to undercut bricks-and-mortar banks. This is commonly known as the
―beached dinosaur‖ theory. E-banks are easy to set up so lots of new entrants will arrive.
‗Old-world‘ systems, cultures and structures will not encumber those new entrants.
Instead, they will be adaptable and responsive. Structures will not encumber these new
entrants. Instead, they will be adaptable and responsive. Structure will not encumber
these new entrants. Instead, they will be adaptable and responsive.
E-banking gives consumers much more choice. Consumes will be less
inclined to remain loyal. E-banking will lead to an erosion of the ‗endowment effect‘
currently enjoyed by the major UK banks. Deposits will go elsewhere with the
consequence that these banks will have to fight to regain and retain their customer base.
This will increase their cost of funds, possibly making their business less viable. lose
revenue may even result in these banks taking more risks to breach the gap.
1.2.6 ROLE OF E-BANKING

1. Electronic banking (e-banking) is the newest delivery channel of bank in services.
2. The definition of e-banking varies amongst researches partially because electronic
banking refers to several types of services through which a bank‘s customers can
request information and carry out most retail banking services via computer,
television or mobile phone (Daniesl,1999; Sathye, 1999). 1996, for example,
describes it as an electronic connection between the bank and customer in order to
prepare, manage and control financial transaction.

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3. Electronic banking can also be defined as a variety of the following platforms:

(a) internal banking or online banking,
(b) telephone banking,
(c) TV-based banking,
(d) Mobile phone banking, and
(e) Pc banking (or offline banking).
In this paper, the ATM( automated teller machine) channel is also added to the
research.
4. The channels comprise two major groups: the traditional channels and E-channels.
(1) the traditional channels are defined on the basis of the type of human assistants:
teller, retail or corporate manger. (2) E-channels are divided into four sub-groups
on the basis of how the is seen by clients, with some exceptions based on the
technology processes of transaction execution.
5. Internet based (online bank for corporate clients Telehansa. net, online bank for
private clients Hanza net, offline bank for large corporate clients Telehansa), card-
related (ATM – Automated Teller‘s Machine and POS –payment terminal), phone
channels 9call center, IVR, mobile bank) and Automatic channels (―virtual‖ bank
core channels where direct debit and incoming payment are effected).
6. Services are and of the primary benefits which a customer looks for while adopting
a new channel.
7. The consumers consider the benefits and weigh them against the costs associated.
8. The internet offers a lot of benefits to consumers, like any time anywhere banking
updated information, convenience, faster transaction, etc.
9. E- Banking services are replacing traditional services and creating a new scale in
transformation.
10. In the initial stage, e- channels were introduced in metropolitan cities and urban
areas, but recently some banks have started focusing on rural and semi urban areas.
11. New private sector banks are taking the lead in capturing rural and semi urban
sector.
12. The different e-channels such as ATMs, Credit and debit cards Tele-banking,
Mobile-banking, online –banking and smart cards, are charging the face of the retail

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banking sector.

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13. New private sector banks and foreign banks are attracting customers in a big way.
The potential customers and big companies are shifting their accounts from
traditional banks (not fully computerized) to E-banks (fully computerized and
provide different e-channels).
14. If traditional banks, mostly public sector banks, do not transform their business by
introducing IT, their survival factor. Therefore, e-banking services are a potent
factor for transformation in this e-age.
1.2.7 BENEFITS OF E-BANKING

E-banking help 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 requirement with lot of speed and accuracy. Number of benefits accrues to the
various parties with 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 storage of huge stocks of currency notes and coins.
❖ By connecting with ATM and PO terminals, risk of cash overdraw can be
eliminated in case of ATM credit and debit cards.
❖ E-banks websites can act as a revenue earner through its promotional activities.
• TO THE CUSTOMERS
❖ E-banking provides 24hours 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.

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❖ The purchase can view his account balance, can get 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 transaction made
by the traders.
❖ It provides a variety of services to 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.
❖ It leads to the growth of global and local clientele base with the development of
e-banking.
1.2.8 DISADVANTAGES OF E-BANKING

✓ E-banking promotes lack of socializing/social contacts
✓ Hackers may intercept data and defraud customers
✓ Customers are compelled to have computers at home, Internet access and computers
skills
✓ Easier for customers to mismanage their accounts due to the 24-hour service that will
be available.
✓ Another disadvantage is the so-called learning curve. This means, banking online
especially in locating the sites may be complicated and hard to find.
✓ Finally is the trust aspect. Online banking should be entered very carefully if you wish
to enjoy your financial life.

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FACTORS AFFECTING ON ELECTRONIC BANKING
1. Accessibility
Accessibility defines as the ability of users to information and services from the web is
dependent on many factors. These include the content format; the user‘s haedware,
software and setting, internet connection, the environmental conditions and the user‘s
abilities and disabilities.
2. Convenience
E-banking provides higher degree of convenience that enables customers to access
internet bank at all time and place. Apart from that, ease of computers is perceived as a
measure of relative advantage.
3. 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 exchange of
money and personal sensitive information privacy is an important dimension that may
affect user‘s intention to adopt e-based transaction system. Encryption technology is
the most common feature at all bank sited to secure information privacy, supplemented
by a combination of different unique identifiers, for instance, a password , mother‘
maiden name , a memorable date, or a few minutes of inactivity automatically logs
users of the account.
4. 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 logs of trusted third parties.

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5. Design
The goal off aesthetic design is to make website visually attractive and enjoyable.
During the design of architecture for e-banking four aspects should be considered that
is knowledge elicitation, information organization and structure, information retrieval,
and information presentation.
6. Content
Online banking on the website 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.
7. Speed
A significant correlation between download speed under 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.
8. Fees and charges

Service quality attributes in e- banking industry are important since human internet
interaction is the main service delivery and communication channel. Offering high
quality service to satisfy consumers needs, at lower cost or potential competitive
advantage of e-banking. Some studies show that e-banking has successfully reduced
operation and administrate.

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Chapter -2
REVIEW OF LITERATURE
2.1. Literature Review
Indian Banking industry is one of the most technologically advanced industries

withvast networks of branches empowered by strong banking systems, their wide
range ofproduct and effective distribution channel capabilities. However, regulatory,
structuraland technological factors are significantly changing the banking
environmentthroughout the world. One of the most important factors that is
motivating the growthof the Indian banking institutions is the liberalization. The
financial sector reforms inIndia were designed to infuse greater competitive vitality in
the banking system
To this objective, the ―Narsimhan Committee‖ was formed. The Narsimhan

Committee report suggested wide ranging reforms for the Indian banking sector
in1992, including the important one to introduce internationally accepted
bankingpractices so as to enable Indian banks to achieve service excellence. The
Committeerecommended a liberal policy towards the entry norms of private sector
banks andforeign banks into the Indian banking sector.
The Review of Literature presented below recounts the work so far done in thefield of
present study, the nature of the work, the aspects dealt with as well as briefoutcome
emerging from the studies.
1. Bayel & Janalgie (1994) had set their goals of services quality dimensions inRetail
Banking. First the study investigates & identifies the services qualitydimensions
pertaining to financial services. Secondly, it examines therelationship between
perception accorded to these dimensions & the overal attitude towards the banking.
Thirdly, it examines the important discriminationin service quality factors among the
different group of banks by pairedcomparison.

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2. Robert Johnston (1997) in his study entitled as, ―Identifying the critical
determinants of service quality in retail banking: importance and effects‖,focused on

the categories of the quality factors in terms of their relativeimportance and their
effect on satisfaction and dissatisfaction. The study isbased on an analysis of over 200
customers in the UK banking industry and100 interviewers. The study suggests that
increasing the speed of processinginformation, delighting customers, such as
improving the reliability ofequipment, will lessen dissatisfaction rather than delight
customer.
3. Frances X. Frei (1999) in the articleentitled as, ―Process variants as aDeterminant of

Bank Performance: Evidence from the retail banking study‖explains the relation
between retail banks branch-based processes andfinancial performance. There are 11
processes included in this study whichrepresent the bulk of activities performed in a
typical retail branch (eg openingchecking accounts). The findings of this study are
that the financialperformances of banks that perform better across these processes
tend to bebetter than that of other banks.
4. Applied Communicating Inc (ACI) (2003) in the study entitled as, ―Retail Banks
Require Enhanced Systems as the Industry Changes‖ explores the challenges that
retail banks must overcome with innovative IT systems. In today‘s fast paced
technological age, consumer and corporate customer xpect faster execution of
transaction. The challenge for the bank IT groups isto ensure how their system can
cope with the voluminous transaction withoutincrease in per-transaction processing
cost. The article discussed managingelectronic funds, prepaid card e-money,
remittance market and how bankingservices through internet have been replaced by
mobile banking technologies& ATM.5.
Bhayani, S.J. (2003) in his study entitled as, ―Empirical Study on Retail Banking
Awareness‖ has focused on the Retail Banking Awareness byconducting a survey on
200 customers having their current accounts withprivate banks, nationalized and
cooperative banks in Rajkot city of Gujarat.The main objectives of his study was to
compare the services provided bydifferent private sector banks in the Rajkot City and

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also to know thecustomers awareness about the services provided and how often they
utilizedthese services.
The study concludes that in India, due to various factors likeilliteracy etc, the IT
awareness of the customerswas still very low. That‘s why the banks needed to put
major efforts towards educating the customers forbuilding up an IT savvy customer
base‖.
6. Source Technologies, (2004) in this paper entitled as, ―Teller Assisted Self
Services: The New Face of Retail Banking‖emphasize the concept calledTeller
Assisted self services (TASS), which is the amalgamation of self-services and human
services. How this service had integrated multiple datasources and CRM information
is also dealt with.
7. Temu Santonen (2004) in the article entitled as, ―Price Sensitivity as anIndicator of
Customer Defection in Retail Banking‖ analyses different dimensions of perceived
service loyalty, including price stability, and explainsthe customer defection in retail
banking in Finland.
The study find out that thegrowth of the body of knowledge regarding customer
loyalty & pricestrategies in retail banking is vital since price competition is
becomingincreasingly wide spread.
The study also implied that in retail banks with agreater than average amount of price
sensitivity customers will lose most in ascenario of aggressive price offers; loyal
customers are receptive to temptingmarketing information.
The willingness to acquire information is stronglyrelated to customer defection and

banks should prepare solid counter attacks,when substantially lower price based rivals
enters into the markets.
8. Financial Ob jects Plc (2005) in the study entitled as, ―The Birth of BrandBanking:
A passive Trend or The Shape of Things to Come?‖ assesses the emerging trend of
retail banking in Europe and pressure to deliver innovativeservices in order to gain
and maintain market shares.
The study highlights thetechnological consideration to make the banking services

successful, likecustomer experiences process excellence, reduced cost and risk

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andsustainable leadership. It explains the Services Oriented Architectures (SOA)that
create a new land of flexibility in how banks interface and integrateapplication.
9. Mohammad A Al-Hawari (2005) in the study entitled as, ―The Influence of Internet
Banking and Teller Service Quality on Customer Retention: AComparative Study‖
examines the relative importance of internet banking.
10. Lakshminarasimha & S. Murali (2006) in their study entitled as,―Measurement of

Customer Satisfaction - Need of the Hour‖ lay emphasis onthe use of SERVQUAL
for measuring service level of banks in 5 dimensionsi.e Tangibles (appearance of
physical facilities, equipment and personal),reliability (ability to perform service
dependably and accurately),Responsiveness of banks personnel to various requests
and demands of thecustomers,
Assurance to customers as reflected through knowledge and trustof people in the bank
and finally, the Empathy and caring of banks towardscustomers. It is opined that
measurement of customer satisfaction helps topromote an increased focus on
customer outcomes and stimulateimprovements in the work processes.
11. Neeta Prakash (2006) conducted a comprehensive study on ―Growth of

RetailBanking in India‖ in which she had focused on high growth pattern of theretail
Banking.
The main findings of the study indicate that growth &development of Retail Banking
is an important milestone in Indian bankingsector development, though the growth of
Retail banking in India is very smallas compared to world standards. The study also
finds that the performance ofPrivate sector banks in respect of growth of retail
banking is much better thanthat of their public sector counterparts.
12. Prasanta Kumar Padhy (2006) in his study entitled as, Innovative ServiceQuality in
the Banking Sector: An Assessment Based On SERVQUALMeasures‖ focused on the
critical factors to determine service quality in thebanking sector by using both
traditional and modifying SERVQUAL measures.
13. Tapan K. Panda & Bivraj Bhushan Parida (2006) in their study entitled as
―Customer Relationship Management in Retail Banking in India‖ talk aboutthe
implementation of CRM principles in Retail banking sector, analyze theneed for

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drivers of CRM implementation and the challenges associated withillustration of
HDFC Bank and PNB. The article discusses the retail bankingchallenges like
customer retention and finding new customers and the need forimplementing CRM in
this sector. The study revolved around the perceptionthat the CRM has opened a new
path to the world of customer intelligence. In today‘s environment business decision
& strategies are made looking at the proximity to customers.
14. The market research report by RNCOS (2006), entitled as ―Booming IndianRetail
Banking Sector‖ provides extensive research and rational analysis of the
opportunities, challenges and drivers critical to the growth of the retailbanking
Industry in India.
The future overview of the industry in terms ofasset size, number of financial
cardholders and various other importantfeatures. The future forecast discussed the
prospects of different arms ofbanking Industry, including rural banking by bank
assurance, financial cards,mobile banking, role of technology in retail banking,
pension fund and futurecourse of action or strategies for Retail Banking.
15. Capegemini & Efma (2007) in the article entitled as, ―Transforming Operating
Models in Retail Banking‖ focuses why bank managers went fortransforming
operating models, increasing revenue growth, improving customer servicesand cutting
costs.
The major findings of this article conducted by survey relateto what Retail Banking
operating models look like today and what drives theirinformation and what these
models will look like in five years in the area ofretail banking operations conducted.
The retail banks managers would focuson five key success factors to globalize their
operating models.
Developinginternational governance, ensuring consistency with market and

productstrategy investing upfront in IT transformation building a very thorough
HRvision and focusing on execution quality.
16. Chris Baumann (2007) in his article entitled as, ―Predicting Consumer Behavior in
Retail Banking‖ dwells on the customers share of wallet (SOW),or the percentage of
their business that they assign to one bank.

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This studybased on 1951 retail banking customers develops separate models
predictingSOW for deposits, debt and loans, and percentages of accounts and credit
cards used from customer‘s main bank. The result suggest that about 25% to 65% of
the variance in SOW can be produced by demographic factors such as age, income
and a customer‘s residential location while overall satisfactionand affective attitude
have generally been found to be strong predictors ofbehavioral intentions.

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CHAPTER -3
RESEARCH DESIGN
3.1 MEANING
Research refers to search for the knowledge. One can also define research as a scientific and
systematic search for pertinent information on a specific investigation. It is the task of defining
the research problem and preparation of research project, popularly known as ‗research design‘.
3.1.1 DEFINITION
It is a systematic plan outlining of how information is to be gathered for an assessment or

evaluation, that includes identifying the data gathering method, the instrument to be
administered, and how the information will be organized and analyzed.
According to Green and Tull, ―A research design is the specification of method and procedures
for acquiring the information needed. It is the over-all operation pattern or framework of the
project that stipulates what information is to be collected from which source by what
procedure‖.
3.1.1STATEMENT OF THE PROBLEM
The study is conducted with the view point of how the E-banking is able to
change completely the banking operations and knows about the customer satisfaction level
compare with traditional banking and E- Banking services.
3.1 SCOPE OF THE STUDY
The research work is undertaken with a viewpoint of knowing how well the public sector banks
are able to execute E- banking process and to know by how far the customer are able to use E-
banking and its services effectively. The study on public sector bank at Hoskote by

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considering the HDFC Bank.

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3.2 OBJECTIVES OF THE STUDY
➢ To know the E-banking services provided by Public Sector Banks.

➢ To analyse the performance of the E-Banking &its service at Public Service Banks.
➢ To measure the satisfaction level of customer towards modern E-Banking services.
➢ To examine the problems by using E-Banking services.
3.3 LIMITATIONS
➢ Lack of information due to work pressure in bank.

➢ Lack of appropriate date regarding survey due to financial year end.
➢ Insufficient and improper information from customers.
➢ Many banks won‘t provide financial statement to externals.
➢ There are many innovative financial services given by different banks which are not
considered the study.
➢ The secondary data based information collected for this study carries all the limitations
inherent in such data.
3.4 RESEARCH METHODOLOGY
Research design constitutes the blue print for the collection, measurement and
analysis of data. The present study seeks to identity the extent of preferences of E-
Banking over traditional banking among service class. The research has been conducted
on service class people within Bangalore.
Sampling method:-
Simple random sampling has been chosen for the research.
3.4.1 SAMPLE SIZE
The study was done on 25 respondents who are customer of respective bank.
Thought large sample give more reliable results than small samples but due to constraint of
time the sample restricted to 25 respondents. The respondents belong to different income group
and profession.

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3.4.2 SOURCE OF DATA

The study has made use of both Primary and Secondary Data.
a) Primary Data:-
The primary data has been collected through statement face interview and
company data.
b) Secondary data:-
The secondary data was collected with the help of internet, news paper and text books.
3.4.3 TYPE OF RESEARCH
The research is qualitative and descriptive in nature. Qualitative research is

about the quality of the subject to be researched and descriptive research is use that
describe thinks as exits in.
3.4.4 QUESTIONNAIRES
The study reveals with structured 5 point scale, open and close end questions.
3.4.5 TOOLS USED
The study has made use of SPSS and calculated to list as sample size is 100 of the
respondent.
The following are the limitation of the study:-
❖ There were several time constraints.

❖ The study was limited to areas of Bangalore only.
The sample size of only 80 have taken from the large population for the purpose of study,
so there can be difference between results from total population.

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3.5 CHAPTER SCHEME

1. Introduction
This chapter includes introduction to broad history of the topic chosen,
introduction of e-Banking, E-Banking in India, Meaning of E-Banking, Types of E-
banking, E-Banking services, Feature of e-Banking, role of E-Banking, and benefits
of E-banking.
2. Research Design
This chapter provides the plan of the study which includes Meaning, Review of
literature, statement of the problem, objective of the study, scope of the study,
Research methodology, limitation of the study and chapter scheme.
3. Company Profile
This chapter contains a complete profile including history of four major
public sector banks included in the study.
4. Data analysis and Interpretation
This chapter includes a detail analysis of data and its interpretation collected from
respondents who do E-Banking process.
5. . The information obtained has been reduced to Tables and Graphs for
easy understanding
6. Findings, suggestions and conclusion

This chapter include summary of the findings under each objective which has
provided the conclusion and also has offered the recommendation based on the
findings.
BIBLIOGRAPHY
It contains the list of reference books, Magazines and Websites address.

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CHAPTER-4
COMPANY PROFILE
HDFC Bank Limited is an Indian banking and financial services company,

headquartered in Mumbai, Maharashtra. HDFC Bank is India's largest private
sector bank by assets and by market capitalisation as of April 2021. It is the third
largest company by market capitalisation on the Indian stock exchanges. It is
also the fifteenth largest employer in India with nearly 120,000 employees.
NSE: HDFCBANK
BSE: 500180
BSE SENSEX Constituent
NSE NIFTY 50 Constituent
ISIN INE040A01034
Industry Financial services
Founded August 1994 (27 years ago)
Headquarters Mumbai, Maharashtra, India
Area served India

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Key people
Atanu Chakraborty
(Chairman) [1]
Sashidhar Jagdishan
(CEO)
Products
Credit cards
Consumer banking
Commercial banking
Finance and insurance
Investment banking
Mortgage loans
Private banking
Private equity
Wealth management
Revenue : Increase ₹155,885 crore (US$22 billion) (2021)
Operating income : Increase ₹61,636 crore (US$8.6 billion) (2021)
Net income : Increase ₹31,857 crore (US$4.5 billion)(2021)
Total assets : Increase ₹1,746,870 crore (US$240 billion) (2021)
Total equity : Increase ₹203,169 crore (US$28 billion)(2020)
Owner : Housing Development Finance Corporation (25.7%)
Number of employees : 1,20,093 (2021)
Subsidiaries : HDFC Securities
HDB Financial Services
Website : www.hdfcbank.com

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HDFC Bank branch in Hyderabad
History
HDFC Bank was incorporated in 1994 as a subsidiary of the Housing

Development Finance Corporation, with its registered office in Mumbai,
Maharashtra, India. Its first corporate office and a full-service branch at Sandoz
House, Worli were inaugurated by the Union Finance Minister, Manmohan
Singh.
As of 30 June 2019, the Bank's distribution network was at 5,500 branches

across 2,764 cities. The bank also installed 430,000 POS terminals and issued
23,570,000 debit cards and 12 million credit cards in FY 2017. It has a base of
1,16,971 permanent employees as of 21 March 2020.

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A HDFC Bank ATM in West Bengal
Products and services.

HDFC Bank provides a number of products and services including wholesale
banking, retail banking, treasury, auto loans, two-wheeler loans, personal loans,
loans against property, consumer durable loan, lifestyle loan and credit cards.
Along with this various digital products are Payzapp and SmartBUY.
Mergers and acquisitions
HDFC Bank merged with Times Bank in February 2000. This was the first
merger of two private banks in the New Generation private sector banks
category.Times Bank was established by Bennett, Coleman and Co. Ltd.,
commonly known as The Times Group, India's largest media conglomerate.
In 2008, Centurion Bank of Punjab (CBoP) was acquired by HDFC Bank.

HDFC Bank's board approved the acquisition of CBoP for ₹95.1 billion in one of
the largest mergers in the financial sector in India.

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In 2021, the bank acquired a 9.99% stake in FERBINE, an entity promoted by
Tata Group, to operate a Pan-India umbrella entity for retail payment systems,
similar to National Payments Corporation of India.
Investments
In March 2020, HDFC (parent company of HDFC BANK) made an investment

of ₹1,000 crores in Yes Bank.
As per the scheme of reconstruction of Yes Bank, 75% of the total investment by
the corporation would be locked in for three years.
On 14 March, Yes Bank allotted 100 crore shares of the face value of ₹2 each
for consideration of ₹10 per share (including ₹8 premium) to the Corporation
aggregating to 7.97 percent of the post issue equity share capital of Yes bank.
Listings and shareholding

The equity shares of HDFC Bank are listed on the Bombay Stock Exchange and
the National Stock Exchange of India.
Its American depositary receipts are listed on the NYSE and its global
depository receipts (GDRs) are listed on the Luxembourg Stock Exchange where
two GDRs represent one equity share in HDFC Bank.
Shareholders (as of 31 December 2020) Shareholding

Promoter group (HDFC) 26.14%
Foreign institutional investors (FII) 20.4%
Individual shareholders 8.5%
Bodies corporate 7.5%
Insurance companies 5.38%
Unit Trust of India 8.65%
NRI/OCB/others 0.29%
Financial institutions/banks 2.75%
ADS/GDRs 18.78%

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Controversies
On 2 December 2020, the Reserve Bank of India ordered HDFC Bank to
temporarily halt the issuance of new credit cards and all planned activities under
the bank's Digital 2.0 program citing incidents of outages in the bank's internet
banking, mobile banking and payment utility services.
On 29 January 2020, Reserve Bank of India imposed a monetary penalty on

HDFC Bank for failure to undertake on-going due diligence in case of 39 current
accounts opened for bidding in the initial public offer.
A HDFC bank manager was arrested on charges of fraud, involving a sum of

₹59.41 lakh, in Odisha.
Altico Capital and Dubai's Mashreq Bank have approached the Reserve Bank of
India, accusing HDFC Bank of violating regulatory provisions by debiting part of
the funds the company had raised through external commercial borrowing (ECB)
and parked at the bank.
They claimed that HDFC bank's decision to transfer money from the account may
be a violation of the RBI's end-use rule.
Management Team
Senior Management Team
HDFC Bank‘s leadership team brings together a diversity of talent and a wealth of experience.
Guided by an experienced board and visionary managing director, the team steers the bank to
new heights. As the world becomes increasingly digital, the management team is leading the
bank to leadership in this emerging domain with innovative products and services.

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Sashidhar Jagdishan
Kaizad Bharucha

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Arvind Kapil
COMPANY STRUCTURE
HDFC Plc. was privatized under Public Private Partnership between GOM and
foreign investments in 51% shares by IFC, ADB and HDFC Investments Ltd of
India.
Board Composition
Organizational Chart
Corporate Information
The Board of Directors comprises of five nominees from the shareholders; the
Government of Maldives, HDFC Investments Ltd., (India), the Asian
Development Bank and the International Finance Corporation. Each of the
shareholders is represented by one Nominee Director with the exception of the

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Government of Maldives which has two Nominee Directors in the Board.
The shareholders also have the right to nominate Alternative Directors who may
participate in the Board Meetings but can only exercise the right to vote in the
absence of the Nominee representing the shareholder.
The Chairman to the Board of Directors is appointed on rotation, and with a non-
voting managing director responsible for policy implementation and on-going
operations. All directors possess a wide range of talents, skills and experience with
proven track records in the field of housing finance and business administration.
Board of Directors*
Nominee Directors
Mr. Conrad D‘Souza – HDFC Investment Ltd (India)
Ms. Aminath Sheena Musthafa – GOM (Retired from board effective 01 July
2021)
Mr. Nihal Senanayake Welikala – IFC
Ms. Kohe Noor Binte Mahmoodul Hasan – ADB
Alternate Directors
Mr. Asif Saeed Cheema – ADB
Mr. Mohamed Zuhair – GOM
Managing Director
Ms. Raheema Saleem
Company Secretary
Mr. Adam Athif
Audit Committee
Mr. Conrad D‘Souza – (Director for HDFC Investments Ltd) – Chairman
Mr. Nihal Senanayake Welikala – (Director for IFC)
Ms. Aminath Sheena Musthafa – GOM (Retired from Board effective 01 July

HOSKOTE”
2021)
Credit Risk Management Committee

Mr. Nihal Senanayake Welikala – (Director for IFC) – Chairman
Ms. Aminath Sheena Musthafa – GOM (Retired from Board effective 01 July
2021)
Ms. Kohe Noor Binte Mahmoodul Hasan (Director for ADB)
Nomination and Remuneration Committee

Ms. Aminath Sheena Musthafa – GOM – Chairman – (Retired from Board
effective 01 July 2021)
Ms. Kohe Noor Binte Mahmoodul Hasan (Director for ADB)
Mr. Conrad D‘Souza – (Director for HDFC Investments Ltd)
* The Chairman and Board Directors function in a non-executive capacity.

HOSKOTE”
As on 30 - June-2019 the authorized share capital of the Bank is Rs. 650 crore. The paid-up
share capital of the Bank as on the said date is Rs 546,56,24,542 /- which is comprising of
273,28,12,271 equity shares of the face value of Rs 2/- each. The HDFC Group holds 21.31 %
of the Bank's equity and about 18.81 % of the equity is held by the ADS / GDR Depositories (in
respect of the bank's American Depository Shares (ADS) and Global Depository Receipts
(GDR) Issues). 31.37 % of the equity is held by Foreign Institutional Investors (FIIs) and the
Bank has 6,53,843 shareholders.
The shares are listed on the BSE Limited and The National Stock Exchange of India Limited.
The Bank's American Depository Shares (ADS) are listed on the New York Stock Exchange
(NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts (GDRs) are listed
on Luxembourg Stock Exchange under ISIN No US40415F2002.

HOSKOTE”
HDFC Bank recognizes the importance of good corporate governance, which is generally
accepted as a key factor in attaining fairness for all stakeholders and achieving organizational
efficiency. This Corporate Governance Policy, therefore, is established to provide a direction and
framework for managing and monitoring the bank in accordance with the principles of good
corporate governance.
Shareholders' Information and Helpdesk
Codes and Policies
Listing
Promoters Rights( HDFC LTD.)
Profiles of Directors
Composition of the Board
Composition of Committees of Directors
Familiarization of Independent Directors
General Body Meeting
Financial Calendar
Debenture Trustees
Banking Customer Helpdesk
Stock Exchange Disclosures

HOSKOTE”
We are incorporated under the Companies Act and our equity shares are listed on the BSE
Limited (formerly known as Bombay Stock Exchange Limited) and the National Stock Exchange
of India Limited, which are the major stock exchanges in India. Our corporate governance
framework is in compliance with the Companies Act, the regulations and guidelines of the
Securities and Exchange Board of India ("SEBI") and the requirements of the listing agreements
entered into with the Indian stock exchanges ("Listing Agreement"). We also have American
Depositary Shares ("ADSs") listed on the New York Stock Exchange (the "NYSE").
Companies listed on the NYSE must comply with certain standards of corporate governance set
forth in Section 303A of the NYSE's Listed Company Manual. Listed companies that are foreign
private issuers, as the term is defined in Rule 3b-4 of the Exchange Act, are permitted to follow
home country practices in lieu of the provisions of this Section 303A, except that foreign private
issuers are required to comply with the requirements of Sections 303A.06, 303A.11 and
303A.12(b) and (c) of the NYSE's Listed Company Manual. As per these requirements, a foreign
private issuer must:
Establish an independent audit committee that has specified responsibilities and authority.[NYSE
Listed Company Manual Section 303A.06];
Provide prompt written notice by its chief executive officer if any executive officer becomes
aware of any non-compliance with any applicable corporate governance rules. [NYSE Listed
Company Manual Section 303A.12(b)];
Provide to the NYSE annual written affirmations with respect to its corporate governance
practices, and interim written affirmations in the event of a change to the board or a board
committee. [NYSE Listed Company Manual Section 303A.12(c)];
Include a statement of significant differences between its corporate governance practices and
those followed by United States companies in the annual report of the foreign private
issuer. [NYSE Listed Company Manual Section 303A.11]
AWARDS AND ACHIEVEMENT
2019
Best Bank: New Private Sector – FE Best Bank awards.

HOSKOTE”
Winner in Innovation and Inclusiveness in Priority Sector Lending –
11theInclusive Finance India Awards (IFI) 2019.
Ranked 1st in 2019 BrandZ Top 75 Most Valuable Indian Brands HDFC Bank
was featured for the 6th consecutive year.
Among The Most Honored Company List, Institutional Investor All-Asia (ex-
Japan) Executive Team 2019 survey.
India‘s Best Bank, Euromoney Awards for Excellence 2019.
Bank of the Year and Best Large Bank, Business Today – Money Today Financial Awards
2019.
Best Bank in India 2019, by Global magazine FinanceAsia.
Ranked 60th in 2019 BrandZ Top 100 Most Valuable Global Brands. HDFC Bank was
featured BrandZ Top 100 Most Valuable Global Brands 2019 for the 5th consecutive year.
The Bank's brand value has gone up from $20.87 billion in 2018 to $22.70 billion in 2019.
Best Large Bank & Fastest Growing Large Bank in 2019, by Business World Magna Awards.
Awards received during 2017-18
• Skoch Technologies Growth 2017 for ―CANDI‖, digital branch.

• Excellent customer service award at the 5Th SME Excellence 2017 by ASSOCHAM.
• Best CIO of the Year by Computer Society of India for ―CANDI‖ an
ambitious digital banking project of the Bank in the ―IT Innovation &
Excellence Awards2017‖
• Skoch Smart Security awards 2017 for ―SIEM‖ tool.
• Dun and Brad Street Award for 2016-17 adjudging as Best Public
Sector Bank – Priority Sector Lending Bank. Consecutively third time
(2014-15, 2015-16 and 2016-
17) Bank has been receiving this Award.
• Certificate of Excellence for exemplary leadership in
promoting RSETIs and Certificate of Excellence for
RUDSETI for FY15 & FY16.

HOSKOTE”
AWARDS/ACCOLADES RECEIVED DURING 2016-17
• Golden Peacock Award 2016 under CSR activities.

• MSME Excellence Award 2017 by Federation of Industrial Trade and Services
(FITS)
• ASSOCHAM Social Banking Excellence Awards 2016.
• ―SKOCH ORDER OF MERIT‖ and ―SKOCH SILVER‖ Awards 2016 for Banc
assurance during 46th SKOCH Summit.
• CSR Leadership Awards 2016 for Best CSR Practices by World CSR Congress
• Corporate Vigilance Excellence Award 2016-17 in Banking Sector, consecutively for
the 4th year, instituted by M/s Institute of Public Enterprise.
• Indy Wood CSR Excellence Award, 2016, for outstanding achievement in Corporate
Social Responsibility (CSR) by Indy wood Film Carnival.
• SME Excellence Award for Best SME lending during 2015-16 by ASSOCHAM.
• FICCI CSR AWARD- Social Responsible Bank under Women empowerment for
2016.
• ―Star Performer Award 2016‖ in the 31st Depository Participant Conference.
• Award for excellence, 1st position in MSE lending for FY14 and FY15 by
Government of India.
• ―SKOCH ORDER OF MERIT‖ and ―SKOCH SILVER‖ Awards for Banc assurance
and Empower UPI Mobile App during the 46th Skoch Summit.
• Indy Wood CSR Excellence Award, 2016, for outstanding achievement in Corporate
Social Responsibility (CSR) by Indy wood Film Carnival.
• FICCI CSR AWARD- Social Responsible Bank under Women empowerment.
• ―Star Performer Award‖ in the 31st Depository Participant conference.
• Award for excellence, 1st position in MSE Lending for FY14 and FY15 by
Government of India.
• National Award for excellence in lending to Micro Enterprises, 1st position for FY14
and 2nd position for FY15 by Government of India.
• Best bank Award under PMEGP, South Zone in the field of Khadi and village
Industries for FY14 and FY15 by Government of India.
• Received ―Master Card Innovation Award‖ for Canara International Travel Prepaid
Card under Prepaid segment.

HOSKOTE”
• RuPay Special Award for being the highest RuPay Card Issuing Bank by NPCI.
• ―Visa Award‖ on crossing a key milestone on issuance of 1.35 Crore Visa Debit card.
• Dud and Bradstreet Award, 2016, for outstanding achievement in Corporate Social
Responsibility (CSR) by Indy wood Film Carnival.
• ‗Best Strategy in HR‘ and ‗Training Excellence‘-Gold Awards, in 6th Annual
Greentech HR Award 2016.
• ‗SKOCH Order of Merit‘ Award for initiatives under Financial Inclusion.
• ‗Special Award for the Best Financial Institution- Gold ‗for 7th year in succession by
Federation of Karnataka Chamber of Commerce and Industry (FKCCI).
AWARDS OR ACCOLADES RECEIVED DURING 2015-16
• ‗SKOCH Achiever Award‘ as a top bank in ‗SME Enablement‘ by SKOTCH Group.

• ‗Best Use of Digital and channels Technology Awards, 2014-15.
• Best MSME Bank award by chamber of Indian Micro, Small and medium Enterprises
(CIMSME).
• ―Agricultural and Best Social Bank‖ award (under large bank category) by
ASSOCHAM, for its outstanding performance under Agricultural Banking and Social
Banking.
• ‗Vigilance Excellence Award, 2015-16 ‗, 3rd Best in Banking Sector, instituted by M/s
Institute of Public Enterprise.
• Agricultural and Best Social Banking Excellence Award, 2015, by ASSOCHAM.
• 5th Annual Greentech CSR Gold Award, 2015.
• CSR World Congrss Award for overall excellence in CSR.
• India‘s Most Trusted Brand-2015 under India‘s Best Banks Category, in a survey
conducted by IBC Infomedia and media Research Group (MRG)`
• SKOCH Smart Technology Award, 2015.
• Inspiring Workplace Award 2015 (PSBs)‘ instituted by Banking Frontiers in
partnership with M/s. Deloitte.
• Chanakya Award for Excellence in Business Leadership, 2016, by the Public
Relations Council of India (PRCI).

HOSKOTE”
• Global Visa Service Quality Performance Award, 2014, for consistent and superior
operating performance.
• Dun and Bradstreet Banking Awards 2015 for Best Bank under Priority Sector
Lending and Best Retail Growth performer amongst the PSBs.
• National Awards for Excellence in CSR and Sustainability, 2015, constituted by
World CSR Congress under Best Overall Excellence in CSR category.
• Best Banker Award instituted by Elets Techno media under ―Financial Inclusion‖ for
special focus on Micro Finance and financial Literacy.
• Pandith Madan Mohan Malaviya Gold Award for the project Canara Sahara, a CSR
activity in education and rehabilitation of physically challenged.
• 2nd Prize in Region ‗C‘ under Rajbhasha Kirti Pursakar, 2014-15, by Govt. of India.
• Awarded 36th rank in Brandz India‘s 50 Most Valuable Indian Brands 2015 compiled
by the research agency Millward Brown and commissioned by WPP Plc, a worldwide
communications service group.
• Special Award for the Best Financial Institution –Gold, 2015, by the Federation of
Karnataka Chamber of commerce & Industry (FKCCI), Bangalore`
• Order of Merit for SME Enablement during 2014-15 by SKOCH Group.
PERSONAL BANKING
MARGINAL COST OF FUNDS LENDING RATE:
ONE YEAR MCLR OF THE BANK – 8.40% w.e.f. 07.03.2018
Personal Loan
A wedding in the family? Maybe your house needs renovation? Our range of Personal Loans
brings you one step closer to your dreams.

HOSKOTE”
"TIME NORMS FOR RETAIL LOAN APPLICATIONS"
Time Norms*
Sl
Nature of Credit facilities
No. Sanctions at Sanctions at Sanctions at
Branch/ RAH Circle HO
Housing Loans up to Rs. 21 days 30 days 6 to 8 weeks

1
25 lakhs
Housing loans above Rs. 30 days 45 days 8 to 9 weeks

2
25 lakhs
3 HDFC Rent NA 45 days 8 to 9 weeks
HDFC Mortgage / other NA 45 days 8 to 9 weeks

4
Mortgage based loans
5 HDFC Jeevan NA 30 days NA
6 HDFC Vehicle 7 days 15 days 2 to 3 weeks
7 HDFC Budget 7 days 15 days 2 to 3 weeks
8 Teacher's Loan 7 days 15 days 2 to 3 weeks
9 HDFC Consumer Loan 7 days 15 days 2 to 3 weeks
*Number of working days/weeks from the date of submission of all required documents.

HOSKOTE”
INTEREST RATE RANGE ON LOANS AND ADVANCES

GRANTED TO INDIVIDUALS UNDER RETAIL LENDING
Sl Categories of advances granted Interest Rate Range of contracted Mean

No. to individual customers loans for the past quarter Rate
1 Housing Loan 9.15% to 10.55% 9.42%
2 HDFC Budget 11.50% to 14.65% 12.67%
3 HDFC Vehicle 9.45% to 12.55% 9.90%
4 HDFC Mortgage 12.15% to 12.35% 12.27%
5 HDFC Rent 11.25% to 12.35% 11.40%
VISION:
To emerge as a World Class Bank with best practices in the realms of Asset
Portfolio, Customer Orientation, Product Innovation, Profitability and enhanced value for
stakeholders.
MISSION:
To provide quality banking services with good customer care, create value for all
stakeholders and continue as a responsive corporate social citizen.

HOSKOTE”
OBJECTIVE:
The overall objective is to optimize sustainable value to all stakeholders-depositors,
Shareholders, customers, borrowers, employees and society through adherence to corporate
values, Codes of conduct and other standards of appropriate behavior.
GEOGRAPHICAL SPREAD:
The number of branches stood at 4755 as of March 2014.
In Assam the bank has 25 branches. The Bank‘s overseas operations covered 6
countries, with one branch each at London and Leicester (UK),
Hong Kong, Shanghai (China) and Manama (Bahrain), a Representative Office at

Sharjah (UAE) and a Joint Venture Bank, viz.,
Commercial Indo Bank LLC in Moscow, in association with State Bank of India.
EMPLOYEE STRENGTH:
As at March 2014, the bank had 48,794 employees.
FINANCIAL PERFORMANCE:
The bank recorded a net profit of Rs. 2438 crore as on 31 March 2020.

HOSKOTE”
CHAPTER - 5
DATA ANALYSIS AND INTERPRETATION
The purpose of the data analysis and interpretation phase is to transform the data
collected into credible evidence about the development of the intervention and its
performance.
ANALYSIS CAN HELP ANSWER SOME KEY QUESTIONS
• Has the program made a difference ?

• How big is this difference or change in knowledge, attitudes, or behavior ?
THIS PROCESS USUALLY INCLUDES THE FOLLOWING STEPS

➢ Organizing the data for analysis (data preparation).
➢ Describing the data.
➢ Interpreting the data (assessing the findings against the adopted evaluation criteria)
WHERE QUANTITATIVE DATA HAVE BEEN COLLECTED,

STATISTICAL ANALYSIS CAN
➢ Help measure the degree of change that has taken place.

➢ Allow an assessment to be made about the consistency of data.
Where qualitative data have been collected, interpretation is more difficult.
➢ Here, it is important to group similar responses into categories and identify common patterns
that can help derive meaning from what may seem unrelated and diffuse responses.
➢ This is particularly important when trying to assess the outcomes of focus groups and
interviews.
HOSKOTE”
IT MAY BE HELPFUL TO USE SEVERAL OF THE FOLLOWING

5 EVALUATION CRITERIA AS THEBASIS FOR ORGANIZING AND
ANALYZING DATA
• RELEVANCE:-
Does the intervention address an existing need? (Were the outcomes achieved aligned to
current priorities in prevention? Is the outcome the best one for the target group—e.g., did the
program takes place in the area or the kind of setting where exposure is the greatest ?).
• EFFECTIVENESS:-
Did the intervention achieve what it was set out to achieve ?
• EFFICIENCY:-
Did the intervention achieve maximum results with given resources ?
• RESULTS/IMPACT:-
Have there been any changes in the target group as a result of the intervention ?
• SUSTAINABILITY:-
Will the outcomes continue after the intervention has ceased ?
Particularly in outcomes-based and impact-based evaluations, the focus on impact and

sustainability can be further refined by aligning data around the interventions.
• EXTENT:-
How many of the key stakeholders identified were eventually covered, and to what
degree have they absorbed the outcome of the program? Were the optimal groups or people
involved in the program ?

”
TABLE 5.1:
SHOWING GENDER OF THE RESPONDENTS
SL No Gender Respondents Percentage

1 Male 56 56
2 Female 44 44
Total 100 100
Analysis:-
The above table shows that out of 100 percent respondents 56 are Male and 44 are
Female. Male were using E-Banking services more than female.

”
GRAPH 5.1:
SHOWING GENDER OF THE RESPONDENTS
60 56 56
50
44 44
40
30
20
10
Male Female
Respondents Percentage
Interpretation:-
From the above graph it can be interpreted that, male percent is more than female, to
use E-Banking services.

”
TABLE 5.2:
SHOWING AGE OF THE RESPONDENTS
SL No Particular Respondents Percentage

1 Below 20 4 4
2 Between 20-30 65 65
3 Between 30-40 24 24
4 Above 40 8 8
Total 100 100
Analysis:-
The above table shows that 65 percent of respondents are between the age group 20-30,
24 percent of respondents are between 30-40 age group and 8 percent respondents are above
40.

”
GRAPH 5.2:
SHOWING AGE WISE OF THE RESPONDENTS
70 65 65
60
50
40
30
24 24
20
10 8 8
4 4
0
Below Between 20-30 Between 30-40 Above 40
Respondents Percentage
Interpretation:-
From the above graph it can be interpreted that most of the respondents are between
20-30 age groups. Hence, the users of E-Banking Service is young and energetic.

”
TABLE 5.3:
SHOWING OCCUPATION OF THE RESPONDENTS
SL
No Particular Respondents Percentage
1 Professionals 30 30
2 Self employed 40 40
3 Student 20 20
4 House wife 9 9
5 Others 1 1
Total 100 100
Analysis:-
The above table shows that 40 percent of respondents are self employed, 30 percent
belongs to Professionals, 20 percent belong to Students, 9 percent are House Wifes and 1
percent belong to others like entrepreneurs etc.

”
GRAPH 5.3:
SHOWING OCCUPATION OF THE RESPONDENTS
30
20
40
Professionals Self employed Student House wife Others
Interpretation:-
From the above graph it can be interpreted that self employees and professionals like
doctors, lawyers etc, are using e banking services more because of the new technical changes
of Banking Services.

”
TABLE 5.4:
SHOWING INCOME GROUP OF THE RESPONDENTS (PER ANNUM)
SL No. Particular Respondents Percentage

1 Below 1.5 lakhs 39 39
2 Between 1.5-3 lakhs 38 38
3 Between 3-5 lakhs 11 11
4 Above 5 lakhs 13 13
Total 100 100
Analysis:-
From the above table it can be analyzed that 39 percent of the respondents belong to
the group who earn below 1.5lakhs per annum, 38 percent of the respondents belong to the
group who earn between 1.5-3 lakhs, 13 percent of the respondents belong to the group who
earn above 5lakhs, and 11 percent of respondents belong to those who earn between 3-5 lakhs.

”
GRAPH 5.4:
SHOWING INCOME GROUP OF THE RESPONDENTS
13
11 39
38
Below 1.5 lakhs Between 1.5-3 lakhs Between 3-5 lakhs Above 5
Interpretation:-
From the Above graph it can be interpreted that most of the respondents belong to the
income group who earn below 1.5 lakhs and between 1.5-3 lakhs per annum, this group of
respondents are those who are employed, students, houses wife etc.

”
TABLE 5.5
SHOWING THE BANKS IN WHICH THE RESPONDENTS HOLD

ANACCOUNT
Name of Bank No Participant Percentage

Bank of Baroda 25 25
HDFC Bank 25 25
Corporation Bank 25 25
Vijaya Bank 25 25
Total 100 100
Analysis:-
From the above table it shows that out of 100 respondents, 25 percent have account
in Bank of Baroda, 25 percent of them in HDFC Bank, 25 percent of them are having account
in Corporation Bank and 25 percent of them in Vijaya Bank.

”
GRAPH 5.5:
SHOWING THE BANKS IN WHICH THE RESPONDENTS HOLD

ANACCOUNT
25 25
25 25
Bank of Baroda HDFC Bank Corporation Bank Vijaya
Interpretation:-
From the above graph it can be interpreted that there is equal response to both banks, it
shows that public sector banks are more trusted.

”
TABLE 5.6:
SHOWING STATEMENT OF THE RESPONDENTS ABOUT E-

BANKING
S Factor SA % A % NA % DA % SD % Tot
L al
no
1 I know about Online or 28 28 56 56 15 15 0 0 1 1 100
E-Banking.
2 I use computer 16 16 33 33 33 33 16 16 2 2 100
banking at least once in
a week.
3 I can easily transact 25 25 45 45 20 20 8 8 2 2 100
through E-Banking.
4 I give the knowledge 22 22 31 31 28 28 14 14 5 5 100
of E-Banking to others
also.
5 According to me E- 35 35 40 40 16 16 6 6 1 1 100
Banking is very
important.
6 I am satisfied with E- 31 31 41 41 23 23 4 4 1 1 100
Banking system and its
performance.
7 With the help of E- 31 31 36 36 19 19 13 13 1 1 100
Banking services I can
save much time.

”
8 I came to know about 11 11 36 36 20 20 25 25 8 8 100

E-Banking through my
friends.
9 I got knowledge to 16 16 38 38 19 19 18 18 9 9 100
operate E-Banking by
self- learning.
10 I find in future there 47 47 33 33 10 1 8 8 2 2 100
will be lot of important
and opportunities for
E-Banking.
11 E-Banking is very easy 26 26 41 41 19 19 13 13 1 1 100
and simple to access.
S Today, I have my own 21 21 28 28 8 8 20 20 23 23 100
12 time to visit bank and
no need wait.
Analysis:-
The Above table shows that 56 percent respondents are aware of E-Banking, 33
percent respondents use computer banking once in a week, 45 percent respondents agree that
they can easily transact through E-Banking. 31 percent respondents agree to give the
knowledge to other also, 41 percent respondents agree that E Banking is very important, 41
percent respondents are that they can satisfied with E-Banking and its performance, 36 percent
respondents agree got information save much time with the help of e- banking, 36 percent
respondents agree that they got information about e-banking through their friends, 38 percent
respondents agree that they got knowledge to operate e- banking by self learning, 47 percent
respondents strongly agree that in future there will be lots of opportunities for e banking, 21
percent respondents agree that e-banking is very easy to have their own time to visit bank and
no need to wait.

”
GRAPH 5.6:
SHOWING STATEMENT OF THE RESPONDENTS ABOUT E-

BANKING
60
50
40
30
20
10
0
SA % A % NA % DA % SD %
Interpretation:-
From the above graph it can be interpreted that respondents agree that in future there
will be lots of importance and opportunities for e-banking, it saves time, e-banking. Some of
them are satisfied with e-banking, Almost all respondents agree that e-banking is helpful and
its must in future and it saves time in fast moving life.

”
TABLE 5.7:
SHOWING AWARENESS OF THE RESPONDENTS ABOUT E-

BANKING
Name of the Product No Participant Percentage
ATM 44 44
Debit Card 30 30
Internet Banking 16 16
Mobile Banking 10 10
Others 0 0
Total 100 100
Analysis:-
The above table clearly that 44 percent of the respondents are aware of ATMs, 30 percent
of the respondents are aware of debit cards, 16 percent of the respondents are aware of internet
banking and 10 percent of the respondents aware of mobile banking.

”
GRAPH 5.7:
SHOWING AWARENESS OF THE RESPONDENTS ABOUT E-

BANKING
50
44 44
45
40
35
30 30
30
25
20
16 16
15
10 10 10
5
0 0 0
ATM Debit Card Internet Banking Mobile Banking Others
No Participant Percentage
Interpretation:-
From the above graph it can be interpreted that more respondents are aware of ATM
and debit card for E-banking processes. It shows that ATMs and Debit Cards are taking more
importance in e-banking services. Banks can try to educate the customer about other E-Banking
services like Internet Banking, Mobile Banking, SMS Banking etc,

”
TABLE 5.8:
SHOWING FREQUENTLY USAGE OF E-BANKING
Once in a Once in a
Factor Daily % Week % month % Frequently % Total
ATM 20 20 41 41 13 13 26 26 100
Debit Card 10 10 38 38 18 18 34 34 100
Credit Card 9 9 20 20 16 16 55 55 100
Phone Banking 2 2 14 14 33 33 51 51 100
Mobile Banking 0 0 14 14 53 53 33 33 100
Internet
Banking 5 5 27 27 31 31 37 37 100
Others 0 0 15 15 38 38 47 47 100
Analysis:-
Above table shows that 20 percent of the respondents use the ATM facility once in a
day, 41 percent of the respondents use it on a weekly basis, 13 percent of the respondents use
it on monthly basis and 26 percent of the respondents use it frequently.
Above table shows that 10 percent of the respondents use the Debit card facility once
in a day, 38 percent of the respondents use it on a weekly basis, 18 percent of the respondents
use it on a monthly basis and 34 percent of the respondents use it infrequently.
Above table shows that 9 percent of the respondents use the credit card facility once
in a day, 20 percent of the respondents use it on a weekly basis, 16 percent of the respondents
use it on a monthly basis and 55 percent of the respondents use it infrequently.

HOSKOTE”
Above table shows that 2 percent of the respondents use Phone banking once in a day,
14 percent of the respondents use it on a weekly basis, 33 percent of the respondents use it on
a monthly basis and 51 percent of the respondents use it infrequently.
Above table shows that 14 percent of the respondents use it on a weekly basis, ,53
percent of the respondents use it on a monthly basis, 33 percent of the respondents use it
infrequently and no one using mobile banking in once in a day .
Above table shows that 5 percent of the respondents use internet banking facility once
in a day, 27 percent of the respondents uses it on a weekly basis, 32 percent of the respondents
use it on a monthly basis and 37 percent of the respondents use it frequently.
Above table shows that 15 percent of the respondents use other E-Banking services
like SMS Banking, E-Lounge etc, on a weekly basis, 38 percent of the respondents use it on a
monthly basis and 47 percent of the respondents use it frequently.

HOSKOTE”
GRAPH 5.8:
SHOWING USAGE OF E-BANKING
60
50
40
30
20
10
Dail % Once in % Once in a % Frequently %

a month
ATM Debit Card Credit Card Phone Banking

Mobile Banking Internet Banking Others
Interpretation:-
From the above graph it can be interpreted that most of the respondents use the e-
banking services on a regular basis, it can be said that the e-banking process has simplified the
transactions and any person can draw cash from any part of the world without standing in the
queue. It can also be said that most of the respondents use ATM counter, debit cards or credit
cards for banking transactions. Though mobile banking is a new process people are getting
acquainted to it.

HOSKOTE”
TABLE 5.9:
SHOWING FACTORS INFLUENCE THE USE OF E-BANKING
Factors No Participant Percentage
All time &any where banking 38 38

Easy to Use 40 40
Nearness 10 10
Risk Free 13 13
Others 0 0
Total 100 100
Analysis:-
The above table shows that 40 percent respondents are influenced by e-banking because
it is easy to use, 38 percent respondents are influenced for all time and any where banking, 13
percent respondents are influenced for risk free and 10 percent respondents are influenced for
nearness.

HOSKOTE”
GRAPH 5.9:
SHOWING FACTORS INFLUENCE THE USE OF E-BANKING
45
40 40
40 38 38
35
30
25
20
15 13 13
10 10
10
5
0 0 0
All time &any Easy to Nearness Risk Others

where banking
Interpretation:-
From the above graph it can be interpreted that easy to use, all time, any where banking,
risk free and nearness are the factors which influence the respondents to use the e-banking
services.

HOSKOTE”
TABLE 5.10:
SHOWING BENEFITS OF USING E-BANKING
Factors No Participant Percentage

Time saving 35 35
24*7 Access 44 44
Free of Cost 21 21
Others 0 0
Total 100 100
Analysis:-
From the above table it can be analyzed that 44 percent of the respondents said that they
use e-banking services because 24*7 access, 35 percent of the respondents use e-banking
services because it is time saving and 21 percent of the respondents said due to free of cost.

HOSKOTE”
GRAPH 5.10:
SHOWING BENEFITS OF USING E-BANKING
50
44 44
45
40
35 35
35
30
25
21 21
20
15
10
5
0 0 0
Time saving 24*7 Access Free of Cost Others
Interpretation:-
From the above graph it can be interpreted that e-banking services will have more
preference in future because of progressive work life.

HOSKOTE”
TABLE 5.11:
SHOWING HDFC BANKS E-BANKING IS LESS TIME CONSUMING

AND EASY COMPARED TO OTHER BANKS
No
Banks Participant Percentage
Corporation bank 23 23
HDFC bank 31 31
Vijaya Bank 24 24
Total 100 100
Analysis:-
From the above table it can be analyzed that 31 percent respondents are of the openion
that HDFC Banks e-banking services are less time consuming and easy, 24 percent
respondents tell that Vijaya Banks e-banking services are less time consuming and easy and
23 percent respondents tell that Bank of Baroda and Corporation Banks. E-banking services
are less time consuming and easy.

HOSKOTE”
GRAPH 5.11:
SHOWING HDFC BANKSE-BANKING IS LESS TIME CONSUMING

AND EASY COMPARED TO OTHER BANKS
24 23
23
31
Bank of Baroda Corporation bank HDFCbank Vijaya
Interpretation:-
From the above graph it can be interpreted that HDFC Bank is giving more importance
to their e banking, for easy transaction and process.

HOSKOTE”
TABLE 5.12:
SHOWING HDFC BANKS E-BANKING IS USER FRIENDLY

SOFTWARE AND EASY TRANSACTION PROCESSING WHEN
Banks No.of Participants Percentage

HDFC bank 34 34
Vijaya Bank 16 16
Total 100 100
Analysis:-
From the above table it can be analyzed that is understood that each 34 percent
respondents are find that HDFC Banks and Bank of Baroda banks e-banking is user friendly
software and transaction process is easy 16 percent respondents find that Vijaya Bank and
Corporation banks e-banking is user friendly software and transaction process is easy.

HOSKOTE”
GRAPH 5.12:
SHOWING HDFC BANKS E-BANKING IS USER FRIENDLY

SOFTWARE AND EASY TRANSACTION PROCESSING WHEN
40
34 34 34 34
35
30
25
20
16 16 16 16
15
10
0
Bank of Corporation bank HDFCbank Vijaya
No.of Participants Percentage
Interpretation:-
From the above graph it can be interpreted that Bank of Baroda and HDFC Bank take
same place for e-banking services in User friendly software and easy transaction processing.

HOSKOTE”
TABLE 5.13:
SHOWING HDFC BANKS E-BANKING PROVIDES SECURITY OF

PERSONAL INFORMATION COMPARED TO OTHER BANKS
Banks No.of Participant Percentage
HDFC bank 38 38
Vijaya Bank 13 13
Total 100 100
Analysis:-
From the above table it can be analyzed that 38 percent respondents find that HDFC
Banks e-banking provides security of personal information, 31 percent respondents find Bank
of Baroda provides security of personal information, 19 percent respondents find Corporation
Bank provide security of personal information and 13 percent respondents find Vijaya Bank
provide security of personal information.

HOSKOTE”
GRAPH 5.13:
SHOWING HDFC BANKS E-BANKING PROVIDES SECURITY OF

PERSONAL INFORMATION COMPARED TO OTHER BANK
40 38 38
35
31 31
30
25
20 19 19
15 13 13
10
0
Bank of Corporation bank HDFC bank Vijaya
No.of Participant Percentage
Interpretation:-
From the above graph it can be interpreted that HDFC Bank give more importance to
provide security for personal information of the customer.

HOSKOTE”
TABLE 5.14:
SHOWING PROBLEMS IDENTIFIED WHILE USING E-BANKING
Some
Factor Always % time % Average % Hardly % Never % Total
Time consuming 31 31 24 24 20 20 20 20 5 5 100
Insecurity 15 15 29 29 34 34 19 19 5 5 100
ATM out of
order 5 5 61 61 23 23 11 11 0 0 100
Password
forgotten 5 5 39 39 23 23 23 23 11 11 100
Card misplaced 2 2 25 25 23 23 44 44 6 6 100
Other 0 0 27 27 27 27 24 24 22 22 100
Analysis:-
From the above table it can be analyzed that problems identified while using e-banking,
31 percent respondents find always time consuming. 24 percent respondents find some time,
20 percent respondents find average and hardly and 5 percent respondents find it is time
consuming shows.
From the above table it can be analyzed that 34 percent respondents find insecurity in
average, 29 percent respondents find security in sometime, 19 percent respondents find
insecurity hardly, 15 percent respondents find problem of insecurity always and 5 percent of
respondents find insecurity while using e-banking.

HPOSKOTE”
From the above table it can be analyzed that 61 percent respondents identified ATM
out of order sometime, 23 percent respondents in average, 11 percent respondents in Hardly
and 5 percent respondents always.
From the above table it can be analyzed that 39 percent of respondents identified like
password forgotten sometime, 23 percent respondents find average and hardly, 11 percent
respondents find and 5 percent respondents always password forgotten.
From the above table it can be analyzed that 44 percent find insecurity hardly, 25
percent respondents find in security sometime, 23 percent respondents find insecurity average,
6 percent respondents find problem of insecurity and 2 percent of respondents always find
insecurity while using e-banking.
From the above table it can be analyzed that 27 percent respondents find problem
sometime while using e-banking, 27 percent of respondents averagely find the problem while
using e-banking, 24 percent respondents find problem hardly and 22 percent find problem
while using e-banking.

”
GRAPH 5.14:
SHOWING PROBLEMS IDENTIFIED WHILE USING E-BANKING
70
60
50
40
30
20
10
0
Always % Some % Average % Hardly % Never %
Time consuming Insecurity

ATM out of order Password forgotten Card misplaced
Other
Interpretation:-
From the above graph it can be interpreted that services are the cause for failure of e-
banking. Customers are mainly facing the problems of machineries being out of order in banks
These banks should adopt new technology to serve the customers and banks can try to give
better quality services.

”
TABLE 5.15:
SHOWING REASONS FOR NOT USING E-BANKING
Highly Imp No Less Least

Import orta eff Impo Impor
Factor ance % nt % ect % rtant % tant % Total
No Need 10 10 23 23 27 27 23 23 17 17 100
It seems like a
botheration 6 6 19 19 29 29 33 33 13 13 100
Insecurity 6 6 34 34 25 25 24 24 11 11 100
No access 11 11 26 26 24 24 33 33 6 6 100
Lack of operation
Knowledge 13 13 26 26 18 18 25 25 18 18 100
Hidden Cost 5 5 26 26 29 29 21 21 19 19 100
Mistranslation 6 6 26 26 31 31 23 23 14 14 100
Misuse in E-
Commerce 24 24 29 29 16 16 15 15 16 16 100
Analysis:-
The above table shows that reasons for not using e-banking, 27 percent of respondens
don‘t need e-banking 33 percent respondents give less importance because it seems like a
botheration, 34 percent of respondents give less importance for e-banking because of
insecurity, 33 percent of respondents give less importance for e- banking services because No
access, 26 percent of respondents don‘t use e- banking because lack of operation knowledge,
29 percent of respondents don‘t use e-banking because of hidden cost, 31 percent respondents
because of mistranslation, 29 percent respondents e-banking because of misuse in e-
commerce.

”
GRAPH 5.15:
SHOWING REASONS FOR NOT USING E-BANKING
40
35
30
25
20
15
10
5
0
%
High y Impor ance% Importan t % No effect % s Import ant % Least Important

Les
No Need It seems like a botheration
Insecurity No access
Lack of operation Knowledge Hidden Cost
Mistranslation Misuse in E-Commerce
Interpretation:-
From the above graph it can be interpreted that e-banking services important that
also respondents are not using e-banking services because of no need, it seems like a
botheration, insecurity, mistranslation, some time no access properly, insecurity etc.

”
TABLE 5.16:
SHOWING THE REASONS FOR CHOOSING E-BANKING SERVICES
Bank
of Canara Corporation Vijaya
Reasons Baroda % Bank % Bank % Bank %
Brand name of the bank 30 30 20 20 30 30 30 30
Near to home 20 20 25 25 15 15 10 10
The service offered by this
bank 45 45 40 40 30 30 30 30
Its Public Sector Bank 5 5 15 15 25 25 30 30
Other reasons 0 0 0 0 0 0 0 0
Total 100 100 100 100 100 100 100 100
Analysis:-
From the above table it can be analyzed that 30 percent respondents said that due to the
traditional bank account they choose e-banking, 20 percent of the respondents used e-banking
services just because of the brand name, 45 percent of the respondents used the e-banking
because of the service and 5 percent of respondents used e-banking services because it is public
sector bank.
From the above table it can be analyzed that 20 percent respondents said that due the
traditional bank account they choose e-banking, 25 percent of the respondents used e-banking
services just because of the brand name, 40 percent of the respondents used the services because
of the service was excellent and 15 percent of respondents used e-banking services because it
is public sector bank.

“A STUDY ON E-BANKING SYSTEM AT HDFC BAN K,
HOSKOTE”
From the above table that it can be analyzed that 30 percent of the Bank of Baroda
respondents have said that due to the traditional bank account choose e-banking, 15 percent of
respondents used e-banking services just because of the bank, 30 percent of the respondents
used the services because of the service was excellent and 25 percent of respondents used e-
banking services because it is public sector bank.
From the above table shows that it can be analyzed that 30 percent of the Bank of Baroda
respondents said that due to the traditional bank account they choose e-banking, 10 percent of
the respondents used e-banking services just because of the brand bank, 30 percent of the
respondents used the services because of the service was excellent and 30 percent of
respondents used e banking services because it is public sector bank.

HOSKOTE’’
GRAPH 5.16:
SHOWING REASONS FOR CHOOSING E-BANKING SERVICES
50 45
45
40
40
35
30 30 30 30 30 30
30
25 25
25
20 20
20
15 15 15
10 10
5 5
0 0 0 0 0
Bank of Canara Corporation Bank Vijaya
The brand name of the bank This bank near to home

The service offered by this bank Its Public Sector Bank
Other reasons
Interpretation:-
From the above graph it can be interpreted that most of the respondents choose their e-
banking services in Bank of Baroda, Canara Bank, Corporation Bank and Vijaya Bank because
of these services.

HOSKOTE”
CHAPTER - 6
FINDINGS, SUGGESTION AND CONCLUSIONS
6.1 FINDINGS:-
1. It is found from the study that males are utilizing e-banking services more than
females i.e., 56 percent.
2. It is analyzed that 65 percent respondents are between the age group of 20-30 age
like post graduate students, salaried, house wife‘s etc.
3. 40 percent of respondents are self employed and other respondents are
professionals like doctors and lawyers who use e-banking, because of the
minimal time they have they use the e- Banking services of various banks for
faster transactions.
4. It is inferred that 39 percent of the respondents belong to the income group who
earn below1.5 lakhs per annum this group of respondents are those who are
employed, students, house wife‘s etc.
5. It is ascertained that 36 percent of the respondents use E-banking services for at
least once in a week.
6. It is found that 56 percent of the respondents know E-Banking facility.
7. Nearly 73 percent of the respondents are satisfied with the e-banking services
provided but there also exist a few who are not satisfied totally.
8. 81 percent respondents agree that e- banking services which will take more
prominence in future.
9. According to table 4.7, 44 percent of the respondents are using the E-banking
services for different purposes like saving time , cost effectiveness, easy
processing and also easy transfer of money.
10. Canara bank was able to understand the customers‘ expectations very well and
was able to design the product according to their expectations.

HOSKOTE”
11. More respondents used the E-Banking services because the service offered by the
bank and most of the respondents used the services just because of the brand name
of the bank.
12. It is understood that flow the study for choosing E-Banking service is offered by
the bank. It is also found that in all the different banks the rating is high.
6.2 SUGGESTIONS:-
Internet banking would drive us into an age of creative destruction due to non-physical
exchange, complete transparency, giving rise to perfectly electronic market place and
customer supremacy.
The question to be asked right now is "What the Indian Public Sector Banks should
do" Whatever is the strategy chosen and options adopted, certain key parameters would
determine the bank's success on web:
For long-term success, the study suggests the following:
13. Bank employees should be able to encourage the banks customers to use the e-banking
services because its hassle free.
14. The banks should take care of training the customers on how to use e-banking
effectively.
15. It is the responsibility of the banks to design the software in a user friendly way so that
customers don‘t find it difficult to operate.
16. ATM counters have to be maintained properly because respondents have reported that
the ATM counters were out of order at peak times.
17. Banks have to understand the customer‘s expectations and design the e-banking
services according to their requirement.
18. Companies should be able to provide security to funds while trading on e-banking
platform as at present they were not able to trust the software because of insecurity.
19. It is suggested that the ATM counter should not show ―temporarily out of service‖
when cash is not available in it.

HOSKOTE”
6.3 CONCLUSION:-
The usage of E-banking is all set to increase among the customers. The customers at
the moment are not using the services thoroughly due to various hurdling factors like
insecurity and fear of hidden costs etc.
So banks should come forward with measures to reduce the apprehensions of their
customers through awareness campaigns and more meaningful advertisements to make E-
banking popular among all the age and income groups. Further, with increasing consumer
demands, banks have to constantly think of innovative customized services to remain
competitive.
E-Banking is an innovative tool that is becoming a necessity. It is a successful
strategic weapon for banks to remain profitable in a volatile and competitive marketplace
of today.
In future, the availability of technology has to ensure safety and privacy of e-transactions and
the 1RBI guidelines on various aspects of internet banking which will definitely help in rapid
growth of internet banking in India.
The user of these banking services has lots of importance in present & future also.

HOSKOTE”
LIOGRAPHY
REFERENCES:
BOOKS:-
Title of the Books Author Publication Year

Theory and Practice of • Reddy Himalaya Publishing 2002
Banking. • Appannaih
Banking Theory & • K C Shekhar Vikas Publishing House 2008

Practice • Lekshmy
Investment Banking Pratap Subramanian TATA McGraw Hill 2007
Journals:
1) Avinandan Mukherjee, PrithwirajNath, (2003) "A model of trust in online

relationship banking", International Journal of Bank Marketing.
2) PoojaMalhotra, Bal winder Singh, (2007) "Determinants of Internet bankingadoption

by banks in India", Internet Research.
3) Philip Gerrard, J. Barton Cunningham, (2003) "The diffusion of Internet banking

among Singapore consumers", International Journal of Bank Marketing.
4) SerkanAkinci, SafakAksoy, EdaAtilgan, (2004) "Adoption of Internet banking

among sophisticated consumer segments in an advanced developing country",

HOSKOTE”
WEBSITES:
www.hdfcbank.com
www.bankingnet.com
www.wikipedia.org
www.google.com
www.rbi.org
www.indianresearchjournals.com

HOSKOTE”
NNEXURE
QUESTIONNAIRES
Dear sir/ Madam,
I am , NAGESH.M pursuing M.Com from “ SEA College ” and here by doing project on “
A Study on E-Banking System at HDFC Bank, Hoskote” for which I have designed a
Questionnaires based on open end, close end and 5 Point Likert Scale (rating for which is
given below) to know your views and satisfaction level on E-Banking. Kindly, give your
valuable suggestion.
5 4 3 2 1
Strongly Agree (SA) Agree (A) Neutral (N) Disagree (D) Strongly Disagree (SD)
Name: …………………………..
1. Gender:
a) Male b) Female
2. Age:
a) Below 20 b) Between 30-40

c) Between 20-30 d) Above 50
3. Occupation:
a) Professional b) Self employed
c) Student, House wife d) others, Specify:

HOSKOTE”
4. Which income group do you belong ? (Per annum)
a) Below 1.5 lakhs b) Between 1.5-3 lakhs
c) Between 3-5 lakhs d) above 5 lakhs
5. Do you have account in any of the following bank ?
a) Bank of Baroda b) HDFCBank

c) Corporation Bank d) Vijaya Bank
6. Do you know about E-banking ?

Sl. Statements 5 4 3 2 1
No. SA A N D SD
1. I know about Online or E-Banking.
2. I use computer banking at least once in a week.
3. can I easily transact through E-Banking.
4. I give the knowledge of E-Banking to others also.
5. According to me E-Banking is very important.
6. I am satisfied with E-Banking system and its performance.
7. With the help of E-Banking services I can save much time.
8. I came to know about E-Banking through my friends.
9. I got knowledge to operate E-Banking by self- learning.
10. I find in future there will be lot of important and opportunities

for E-Banking.
11. E-Banking is very easy and simple to access.
12. Today, I have my own time to visit bank and no need wait.

HOSKOTE”
7. Which of the following E- banking services are you aware of ?
a) ATM b) Internet c) Debit Card
d) Mobile Banking e) Specify, if any: _
8. If using facilitates then, how frequently do you use each of the following services ?
Sl. Factors Daily Once in a week Once in a month Frequently

No
1. ATM
2. Debit Card
3. Credit Card
4. Phone Banking
5. Mobile Banking
6. Internet Banking
7 Others
9. Which of the following factors influences you the most to use E-banking services ?
a) All time and any where banking
b) Easy to use
c) Nearness
d) Risk Free
e) Others, Specify:

HOSKOTE”
10. Which of the following benefits appeals to you, while using E-banking ?
a) Time Saving b) 24X7 Access
c) Free of cost d) Others:
11. In which of the following banks is e-banking less time consuming and easy ?
a) Bank of Baroda b) Corporation Bank
c) HDFC Bank d) Vijaya Bank
12. Rate the following banks in terms of user friendly software and easy transaction
processing ?
13. Among the below stated banks which is best in terms of providing security of personal
information?
14. Rate the problem identified while using E-banking services ?
Sl. Factors Always Some Average Hardly Never

No time
1 Time consuming
2 In security
3 ATM out of order
4 Password forgotten
5 Card misplaced
6 Other, specify:

15. Kindly rate the following reasons enlisted for not using the E-Banking services.
Sl. Factors Highly Important No Less Least

No importance effect Important important
1 No need ( Satisfaction with
traditional banking)
2 It seems like a botheration
3 Insecurity
4 No access to internet/mobile
5 Lack of operational
knowledge
6 Hidden cost
7 Mistranslation
8 Misuse in E-Commerce
16. What is the single most important reason that you choose this particular bank as
your E-Banking ?
a) The brand name of the bank
b) This bank is near to home
c) The service offered by this bank
d) Its Public Sector Bank
e) Specify, if any:
PROJECT WORK DAIRY
Name of candidate : NAGESH M

University Reg. No. : CM194421
Name of the faculty guide : Miss. BHAVYA K N
Project Title: “A STUDY ON E BANKING SYSTEM AT HDFC
BANK HOSKOTE”
DATE TOPIC SIGNATURE SIGNATURE

DISCUSSED OF THE OF THE
STUDENT GUIDE
MAY 17YH Title discussion
2021
Finalization of
title
Discussion and
correction of
synopsis
Submission of 1st
and 2nd chapter
Submission of 3rd
chapter and
discussion about
4th chapter
(questionnaires)
Submission of 4th
chapter
Submission of 5th
chapter
Submission of
final project

E-Banking Study at HDFC Bank

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A PROJECT REPORT ON

“A STUDY ON E-BANKING SYSTEM AT HDFC BANK,

Project report submitted to Bangalore North University in

UNDER THE GUIDANCE OF

S.E.A COLLEGE OF SCIENCE, COMMERCE AND ARTS

Date : Asst. Prof . Bhavya

Date : Reg. No:CM194421

It’s my gratitude to convey my sincere thanks to Asst. Prof.Hema, Department of

I am extremely grateful to my research guide Bhavya, Assistant Professor, Department of

I extend my gratitude to Mr.Govindraj Manager – HDFC Bank Hoskote providing the

CHAPTER PARTICULARS PAGE.NO.

2 REVIEW OF LITERATURE 21-26

DATA ANALYSIS AND

5.2 SHOWING AGE OF THE RESPONDENTS 55

5.3 SHOWING OCCUPATION OF THE

5.9 SHOWING FACTORS INFLUENCE THE

5.16 SHOWING THE REASONS FOR

5.11 SHOWING HDFC BANKS E- BANKING 76

5.13 SHOWING HDFC BANKS E- BANKING 80

5.16 SHOWING THE REASONS FOR

1.1 INTRODUTION ABOUT E-BANKING

1.1.1 HISTORY AND GROWTH OF E-BANKING AT GLOBAL LEVEL

1.1.2 E-BANKING IN INDIA

A high level committee under chairmanship of Dr. K.C. CHAKRAVARTHY and

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 3

1.1.3 PART OF INTERNET

1. Transmission Control Protocol/ Internet Protocol(TCP/IP)

THE DETAILS ARE AS FOLLOWS

1. Transmission Control Protocol or Internet Protocol (TCP/IP)

It has become possible for innumerable computers operating on different platforms to

2.File Transfer Protocol

4. World Wide Web (WWW)

Internet encompasses any electronic communication between computers using

WAP is supplemented by Wireless Applications Environment (WAE), which provides industry

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 5

I. Authentication, viz., assurance of identity of the person in a deal.

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 6

Fortunately, the legislation does not attempt to define acceptable technologies

There are possible additional benefits to the implementing organization. These

When compared to physical signatures, e-signature technologies are, in general, more

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 7

1.1.4 THE IMPACT OF E-TRANSACTION AND AUTHENTICATION

1.2 WHAT IS E-BANKING ?

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 8

1.2.1 TYPES OF E-BANKING

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 9

1.2.2 TYPES OF E-BANKING PRODUCT

➢ Automated Teller machines (ATM):-

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 10

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 11

1.2.3 ELECTRONIC BANKING SERVICES

E –Banking is your personal banking service on the internet, protected with

You access e banking service by obtaining bank identifiers as free of charge

▪ Balance enquiry and statement:-

▪ Electronic Fund or National Electronic Fund Transfer:-

▪ Prepaid mobile recharge:-

S.E.A COLLEGE OF SCIENCE, COMMERCE & ARTS. PAGE . 12

▪ Paying utility bills:-

To pay bills, a simple one-time registration for biller is to be completed. Standing

▪ Request a cheque book :-

Online Trading or Demat

▪ Online loan Request:-