A PROJECT REPORT ON

“A STUDY ON MEASURING STUDENT SATISFACTION

LEVEL TOWARD USE OF E-BANKING SERVICES ”

Submitted To
Sardar Patel College Of Administration And Management

SARDAR PATEL EDUCATION CAMPUS, BAKROL

For the degree of Master of Business Administration
Prepared by

Nagar Kashyap H.217550592011 Rathva Ashish D.217550592016

Chauhan Deepak T.217550592012 Shah Kashyap D.217550592017

Solanki Hiten P.217550592013 Thakkar Jhanvi J.217550592018

Patel darshit N.217550592014 Patel Abhishek V.217550592019

Vasaiya Jigar K.217550592015 Patel Mansi B.217550592020

Under the guidance of

Prof. NAITIK RAMI
SARDAR PATEL EDUCATION CAMPUS (MBA),BAKROL.
Year: 2021-22

1
 TABLE OF CONTENT

Chapter Particulars Page

NO No.
Title page 1
Table of content 2
List of table 3
List Of Graphs 3
Executive summary 4
1 INTRODUCTION 5-7
1.1 Introduction to E-Banking 6
1.2 Features of E-Banking 6
1.3 Identification of Problem 7
1.4 Scope of E-Banking 7
2 LITERATURE REVIEW 8-11
2.1 Meaning of Literature Review 9
2.2 Purpose of Literature Review 9
2.3 Listed authors 9-11
3 RESERCH METHODOLOGY 12-15
3.1 Introduction 13
3.2 Meaning and definition of Research 13
3.3 Meaning of research methodology 13
3.4 Introduction to the Study 14
3.5 Objective of the Study 14
3.6 Time period 14
3.7 Meaning of Research Design 14
3.8 Methods of Data Collection 14
3.9 Sources of Data 14
3.10 Analysis of data 14
3.11 Limitations of Study 15
4 DATA ANALYSIS AND 16-24
INTERPRETATION
5 FINDINGS, RECOMMEDATION 25-28
AND CONCLUSION
5.1 Findings 26
5.2 Recommendation 27
5.3 Conclusion 28
Bibliography 30

2
 LIST OF TABLES

Sr No. Particulars Page No.

4.1 Department Wise Response 17
4.2 Gender Of Respondents 17
4.3 E-Banking Services Use By Respondents 18
4.4 Which Bank You Have Account 19
4.5 How Often Do You Use E-Banking 19
4.6 Difficulty To Use Of E-Banking Services 20
4.7 Annual Charge Take By Bank For Providing E-Banking 21
Services
4.8 SPSS is to assess the association between gender procedure 22
for applying E-banking services.
4.9 SPSS is to asses the association between gender It is easy to 22-23
access to E-banking services from anywhere.
4.10 SPSS is to assess the association between gender and 24
department It is safe to pay money through E-banking
services.

List Of Graphs

Sr No. Particulars Page No.

4.1 Department Wise Response 17
4.2 Gender Of Respondents 18
4.3 E-Banking Services Use By Respondents 18
4.4 Which Bank You Have Account 19
4.5 How Often Do You Use E-Banking 20
4.6 Difficulty To Use Of E-Banking Services 20
4.7 Annual Charge Take By Bank For Providing E-Banking 21
Services

3
 EXCEUCATIVE SUMMERY

Our project aims at study on student satisfaction of E – banking services to bank .In this
research study 115 respondents from spec campus . after analyzing the results of the
questionnaire we conclude that even now a days banks are easy to use of e- banking services
. Regarding survey of data 47 % agree said that easy to access of E – banking services from
anywhere . E – banking offers a higher level of satisfaction for managing one’s finance
banking services to manage the details of account , internet banking , Transaction balance
statement . the most important thing channel that aware student most regarding the
innovative services is student . use of E – banking services . 26 % respondents said that it is
safe to pay money through e – banking services . 13 % student said that annual charges is very
high taken by bank . the E – banking services equipment include online banking , internet
banking , phone banking , SMS banking etc . every bank can focus on use and benefit which
is providing financial and non – financial services benefits . the most important channel that
aware student most regarding the innovative services family and friends . majority of the
respondent in bank have saving account .
The most of people use at e banking services ATM / Debit cards. Banks are trying their level
best by providing the best security options to the student , but then there is lot of factors
which betrays a student from opening E – banking services . charts and tabulation are used
to arrange and present the data . frequency distribution is used to calculate and distribute
data into their respective response . SPSS software is used for analysis purpose .
The main objective of study is to present know the concept of e – banking . The study would
facilitate the reader to know present data of e – banking services . To identify the problems
faced by student when banking services online . To student satisfaction level of the e banking
services .

4
 CHAPTER 1
INTRODUCTION

1.1 Introduction to E-banking

1.2 Features of E-banking
1.3 Identification of problem
1.4 Scope of E-banking

5
1.1 Introduction to E-banking
Online banking, also known as internet banking or web banking, is an electronic payment
system that enables customers of a bank or other financial institution to conduct a range
of financial transactions through the financial institution's website. The online banking
system will typically connect to or be part of the core banking system operated by a bank
and is in contrast to branch banking which was the traditional way customers accessed
banking services.
Some banks operate as a "direct bank" or “virtual bank”, where they rely completely on
internet banking.
Internet banking software provides personal and corporate banking services offering
features such as viewing account balances, obtaining statements, checking recent
transactions, transferring money between accounts, and making payments.

Meaning of E-banking
Online banking, also known as internet banking, e-banking, or virtual banking, refers to
carrying out banking operations on the Internet. For example, it may include paying bills,
transferring money, or checking one’s balance online. It also refers to setting up regular
payments online.
‘Online,’ in this context, means ‘on the Internet.’ We refer to this type of banking and
other innovations in the world of finance as a part if fintech, which stands for financial
technology.
Virtually every bank today offers the service. Customers can conduct their financial
affairs through the Internet rather than having to come into the branch.
You can conduct online banking from your computer, tablet, or Smartphone. According
to banks and most customers, the main advantages online banking offers are permanent
access to one’s account. It is also much cheaper and accessible from almost anywhere.

1.2 Features of E-banking

 E-banking lowers the cost involved in financial transactions.
 It helps in continuous monitoring of accounts and reduces frauds in transactions.
 Online banking helps banks to develop loyalty among customers through better
and faster services.
 E-banking plays a vital role in expanding the productivity of businesses.
 Virtual banking facilitates the instant transfer of funds nationally and
internationally, thus breaking all the geographical barriers.
 The most crucial feature of online banking is that customers can access their
accounts round the clock from anywhere holding no limitations.

6
1.3 Identification of problem
 Security risk is very big challenge for E-banking
 People fear very much from the fact there is fear of identity theft and disclosing
private information in online.
 Economic, globalization information technology revolution customer
requirement and increasing competition have posed a lot of challenges to the
existing banking sector.
 Technology aided products like ATMs, point of sale devices, anywhere banking,
smart cards, online banking and WAP banking have given the student to choose
his channel of getting catered to his requirements.

1.4 Scope of E-banking

 A study on student opinion towards E-banking services with reference selected
banks.
 The purpose of this study is to analyze the satisfaction level of student towards
E-banking services.
 The study helps in knowing how far the modern banking services are used by
the student.
 The research will cover the student opinion on E-banking services which will be helpful
for future development and growth of banking indu

7
 CHAPTER 2
LITERATURE REVIEW

2.1 Meaning of literature review

2.2 Purpose of literature review
2.3 Listed authors

8
2.1 Meaning of literature review
A literature review is a type of review article. A literature review is a scholarly paper that
presents the current knowledge including substantive findings as well as theoretical and
methodological contributions to a particular topic.
Literature reviews are a basis for research in nearly every academic field. A narrowscope
literature review may be included as part of a peer reviewed journal article presenting new
research, serving to situate the current study within the body of the relevant literature and to
provide context for the reader. In such a case, the review usually precedes the methodology
and results sections of the work.
Producing a literature review may also be part of graduate and post-graduate student work,
including in the preparation of a thesis, dissertation, or a journal article. Literature reviews are
also common in a research proposal or prospectus .

2.2 Purpose of literature review

 Provide foundation of knowledge on topic
 Identify areas of prior scholarship to prevent duplication and give credit to other
researchers
 Identify inconstancies: gaps in research, conflicts in previous studies, open questions
A
 Identify need for additional research (justifying your research)
 Identify the relationship of works in context of its contribution to the topic and to other
works
 Place your own research within the context of existing literature making a case for why
further study is needed

2.3 Listed Author

 Akram Jalal, Jassim Marzooq, Hassan A. Nabi (2011): The purpose of this research
paper is to explore the Impact of selected factors on the customers’ intention to use
internet banking in Bahrain. Design; This research based on an empirical study using a
questionnaire 171 responses. Findings; Results indicate that all the elements for the
three identified factors are important with respect to the users’ adoption of e-banking
services. Credibility factors are the major sources of dissatisfaction, which have
remarkably impacted users’ satisfaction. In the meantime, perceived ease of use and
perceived usefulness are sources of satisfaction. The results also disclose that security
and privacy factors play an important part in determining the users’ acceptance of e-
banking services.

9
 S.Vigneshwari, S.Rajagopalan (2018):
The banking sector has been emerging over decades as a highly vibrant and dynamic
sector in Indian Economy. The technological innovation and rapid growth in
information technology result in simplified financial transactions over the Internet. The
objective of the study is to find out the customer satisfaction relating to Online Banking
services. The study was analyzed with 350 samples. Percentage analysis and Chi-square
were the statistical tools used. The conclusion is that the online banking provides more
convenience and flexibility to the customers.

 Siew-Phaik Loke, Norlida Mohd Noor, Khalizani Khalid (2012):

The purpose of this paper is to determine the factors influencing customer satisfaction
towards Internet banking services. A total of 172 online banking users from a local
commercial bank in Malaysia participated in this study. Using hierarchical multiple
regression analysis, we controlled the variables of age, income and education levels,
and found that; staff supports and knowledge; web security and trust were significant
predictors for the customer satisfaction towards Internet banking services. It is hoped
that findings from the study provide greater insights to bank managers as what affects
the users’ satisfaction towards online banking so that resources can be utilized more
efficiently in any improvement efforts.

 Sowmya K, Dr Yathish Kumar (2015):

This study was conducted to know the perception level of the customers towards E-
Banking services. Nowadays majority of thecustomers are using electronic modes to do
their banking transactions. EBanking concept is a gift to the banking field. This concept
was very successful in the banking era. Customers prefer e-banking due to the factor of
convenience, accuracy, tangibility, reliability, customer loyalty and availability. This
study was undertaken in Mangalore area. The total sample size chosen for the study is
80 0and convenience sampling technique has been used to derive the number of
population.

 Dr. S. Sangeetha, K. Myilswamy (2020): Banking sector operate as the backbone of

contemporary industry. It is associated with electronic payment system that facilitates
customers of the bank do a range of monetary transactions in the entire time. It has
attracted interest from policy makers, researchers and bankers. Electronic payment has
assumed importance in the back drop of rapid technological changes, influence of
market forces and regulatory developments. Efforts are being made to make electronic
payments affordable and integrated. It is a new phenomenon contributing greatly
toward growth of banking sector. EBanking is the result of E-commerce and
information technology. This study throws light on the factors influencing the customer
satisfaction on E-Banking services.

10
 D.N.V.Krishna Reddy1, Dr.M.Sudhir Reddy2(2015):
Today the Information technology has taken important place in the future development
of financial services, especially banking sector evolution are affected more than any
other financial provider groups. Increased use of mobile services and use of internet as
a new distribution channel for banking transactions and international trading requires
more attention towards e-banking security against fraudulent activities. The
development and the increasing progress that is being experienced in the ICT have
brought about a lot of changes in almost all aspects of life. This paper contains
consumer perception toward the convenience and willingness to use E-banking
services.

 J. Jansen (2015):
In this paper, a conceptual research model is proposed to study safe online banking
behavior. The Protection Motivation Theory functions as the core of the model. The
model is extended with additional variables, making it suitable for the online banking
context. The coping perspective, which is central to the Protection Motivation Theory,
seems to be valuable to study behavior in information systems. By taking a cognitive
behavioral perspective, it can be examined how individuals cope with threats, which
may contribute to the development of effective intervention programs aimed at safe
online banki.

Yashasvi Rajnikant Rajpara, Komal D Mistry(2012):

A considerable growthof internet based services has been observed in the last few
years. Managing service quality while using internet as a distribution channel, is the
challenge for the service provider. This study aims at evaluating service quality of
internet banking services in Anand city from customer’s perspective. A structured
questionnaire containing 21 quality items is administered to various target groups. In
this study, 5 quality dimensions i.e. Responsiveness, Reliability, Efficiency, Privacy of
information and Easiness to use are considered. Customers from two leading Banks,
one from Public sector (State Bank of India) and one from Private sector (ICICI Bank)
were considered for the purpose of study. Data was statistically analyzed to assess
overall service quality of Internet Banking.

11
 CHAPTER 3

RESEARCH METHODOLOGY

3.1 Introduction
3.2 Meaning and definition of research
3.3 Meaning of research methodology
3.4 Introduction to the study
3.5 objective of the study
3.6 Time period
3.7 Meaning of research design
3.8 Methods of data collection
3.9 Sources of data
3.10 Analysis of data
3.11 Limitations of study

12
3.1 Introduction
Generally research is concerned with search for knowledge. It is a systematic and scientific
search for knowledge on a specific topic. It is a called systematic because it involves anumber
of steps like identification of problem, developing working hypothesis, collecting andanalyzing
the data and reaching at specific conclusion- and these all steps are required tobe performed in
sequence. Research has now become integral part, not only of academic pursuit but also of all
areas of human activity. It is not only for solving problems but also for increasing the
knowledge.

3.2 Meaning and definition of research

Research is creative and systematic work undertaken to increase the stock of knowledge. It
involves the collection, organization, and analysis of information to increase understanding of
a topic or issue. A research project may be an expansion on past work in the field. To test the
validity of instruments, procedures, or experiments, research may replicate elements of prior
projects or the project as a whole.
Definition of research is given by John W. Creswell, who states that "research is a process of
steps used to collect and analyze information to increase our understanding of a topic or issue".
It consists of three steps: pose a question, collect data to answer the question, and present an
answer to the question.
According to Clifford woody, “ Research comprises defining and redefining problems,
formulating hypothesis, or suggested solutions, collecting, organizing and evaluating data,
making deductions and reaching specific conclusions and at last, carefully testing the
conclusions to determine whether they fit the formulated hypothesis.”

3.3 Meaning of research methodology

Research methodology simply refers to the practical “how” of any given piece ofresearch.
More specifically, it’s about how a researcher systematically designs astudy to ensure valid
and reliable results that address the research aims and objectives.
For example, how did the researcher go about deciding?
• What data to collect (and what data to ignore)
• Who to collect it from (in research, this is called “sampling design”)
• How to collect it (this is called “data collection methods”)
• How to analyze it (this is called “data analysis methods.

13
3.4 Introduction to the study
This study is conducted purely based on primary data obtained through questionnaires to the
students of the bank.
Through this we can analyze the student satisfaction provided by the banks and easily find
out the strengths and weaknesses if the banks as well as their position in the market related to
E-banking.

3.5 objective of the study

 To know the concept of E-banking.
 To identify the problems faced by student when banking online.
 To study the factors which affect the satisfaction level of the student.
 To put forward few recommendations in order to improve the customer satisfaction for
continuous usage of online banking services.

3.6 Time period

 The Time period is for two month of 2022 .

3.7 Meaning of research design

The research design refers to the overall strategy that you choose to integrate the different
components of the study in a coherent and logical way, thereby, ensuring you will effectively
address the research problem; it constitutes the blueprint for the collection, measurement, and
analysis of data.

3.8 Meaning of Data Collection

Data collection is the process of gathering and measuring information on variables of interest,
in an established systematic fashion that enables one to answer stated research questions, test
hypotheses, and evaluate outcomes.

3.9 Sources of data

The data is collected mainly through the primary data hence the sources are mainly the students
availing online e banking services of public and private bank.

3.10 Analysis of data

14
This collected data have suitably been collected and classified in the form of table ,graphs,
percentages, charts and other statistical methods as well as used to analysis the data collected.

3.11 Limitations of study

 The outcome of the research showed a comprehensively integrated framework for e-
banking services in spec campus only.
 This study examined only few factors taken from theories and literatures that influences
student preference towards the e-banking services.
 The study period is only 2 months
 The sample size is only 115 people.

15
 CHAPTTER 4
DATA ANALYSIS AND INTERPRETATION

16
Data analysis and interpretation.

Table 4.1 Department wise response

Department Department wise Response Percentage
B.com 10 9%
B.Ed 6 5%
BBA 9 8%
BCA 7 6%
BSC 14 12%
Engineering 21 19%
MBA 37 32%
Pharmacy 11 9%
Grand Total 115 100%

Graph 4.1 Department wise response

Department wise Response

B.com
9% 9%
5% B.Ed
8% BBA

32% 6% BCA

12% BSC
Engineering
19%
MBA

Interpretation
From above information ,respondents with department B.Ed were only 6 that from BCA were
7 ,BBA were 9 ,Pharmacy were 11, BSC were 14 , Engineering were 21, and MBA respondents
were 37. Thus ,highest respondents were from MBA level and lowest responses were from the
B.Ed respondents.

Table 4.2 Gender of respondents

No. of
Particulars Percentage
response
Female 52 45%
Male 63 55%
Grand Total 115 100.00%

17
Graph 4.2 Gender of respondents

Gender

45% Female
55%
Male

Interpretation
The percentage of female respondents is 45% and male respondents is 55%. Hence the
number of male respondent is more than of the female respondents.

Table 4.3 E-banking Services used by Respondents

Number of
Particulars Response Percentage
No 5 4%
Yes 110 96%
Grand Total 115 100%

Graph 4.3 E- banking Services used by Respondents

E-Banking Service used by respondents.

4%

No
Yes

96%

Interpretation
From the above information,the percentage of No respondents is 4% and yes respondents are
96 % . hence the number of yes respondents are more compared to the number of No
respondents.

18
Table 4.4 which bank you have account
Particulars Number of Response Percentage
Axis bank 8 7%
Bank of Baroda 36 32%
Bank of India 12 11%
Central bank of India 11 9%
Panjab national bank 5 4%
State bank of India 22 19%
Other 21 18%
Grand Total 115 100%

Graph 4.4 which bank you have account

Bank Account Used by Respondents

7%
18%
Axis bank
Bank of Baroda
Bank of India
32%
Central bank of India
19%
Panjab national bank
State bank of India

4% Other

9% 11%

Interpretation
From this pie chart we can say that account with Punjab National Bank were only 5 that from
Axis Bank were 8, Central Bank of India were 11,Bank of India 12, others have 21, State Bank
of India 22 and Bank of Baroda respondents were 36 . Thus highest respondents were from
Bank of baroda and lowest response were form the Punjab National Bank. This chart show that
students are having more trust, security on having an account with Bank of baroda.

Table 4.5 How often do you use E-banking

Particulars Response Percentage
Daily 28 24.35%
Weekly 37 32.17%
Monthly 22 19.13%
Rarely 28 24.35%
Grand Total 115 100.00%

19
Graph 4.5 How often do you use E- banking

Oftenly use of E-Banking By Respondents

24% 25%
Daily
Weekly
Monthly

19% Rarely

32%

Interpretation
From the above chart,28 respondents use the E-banking service daily,37 respondents use it
weekly,22 respondents use it monthly and 28 respondents use it rarely.Hence a High percentage
( 32.17 % ) of the respondents often use it weekly.

Table 4.6 Difficulty to use of E-banking services

Particulars Response Percentage
Very difficult 6 5%
Difficult 7 6%
Netural 26 23%
Easy 41 36%
Very Easy 35 30%
Grand Total 115 100.00%

Graph 4.6 Difficulty to use of E-banking services

Difficulty of use of E-Banking

40% 36%
35%
30%
30%
25% 23%

20%
15%
10% 6%
5%
5%
0%
Very difficult Difficult Netural Easy Very Easy

20
Interpretation
E- Banking services is very difficult for 6 respondents, for 7 respondents it is difficult, for 26
neutral ,for 41 respondents it is very easy doing . Hence Highest number of respondents .find
the E- Banking services easy and few respondents find it very difficult.

Table 4.7 Annual charge take by bank for providing E-banking services
Particulars Response Percentage
Very Low 18 16%
Low 21 18%
Neutral 49 43%
High 14 12%
Very High 13 11%
Grand Total 115 100%

Graph 4.7 Annual charge take by bank for providing E- banking services

Annual Charges for E-Banking Service

45% 43%
40%
35%
30%
25%
20% 18%
16%
15% 12% 11%
10%
5%
0%
Very Low Low Neutral High Very High

According to the above information,13 respondents.find the annual charges are very High of
the E-banking service, 14 find the annual charges High,49 of the respondents find it is neutral
and very and 18 respondents find the annual charges of the E- Banking services very
low.Hence the Highest percentage of the respondents is 48%,they find the charges take by the
banks providing E- Banking services are neutral.

21
Table 4.8 SPSS is to assess the association between gender procedure for
applying E-banking services.

Ho: There is no association between gender and procedure for applying E-banking services
Ha: There is association between gender and procedure for applying E-banking services

Group Statistics
Std. Std. Error
gender N Mean Deviation Mean
PROCEDURE FOR e- male 63 2.56 1.188 .150
banking service female 52 2.27 1.069 .148

Interpretation : Here, Significant p value is more then 0.05 therefore is no association

between gender and procedure for E-banking service.
Ho is accepted.

Table 4.9 SPSS is to asses the association between gender It is easy to

access to E-banking services from anywhere.

Ho: There is no association between gender and it is easy to access to E- banking services
from anywhere.
Ha: There is association between gender and it is easy to access to E- banking services from
anywhere.

22
 Group Statistics
Std. Std. Error
gender N Mean Deviation Mean
easy to Male 62 4.11 .889 .113
access female 52 3.98 1.038 .144

Interpretation
Here, significant p value is more then 0.05 therefore there is no association between gender
and easy to access for E-banking service.
Ho is accepted.

Table 4.10 SPSS is to assess the association between gender and

department It is safe to pay money through E-banking services.

Ho: There is no association between gender and department and It is safe to pay money through
E- banking service.
Ha: There is association between gender and department and It is safe to pay money through
E-banking service.

23
 ANOVA
Sum of Mean
Squares df Square F Sig.
Gender Between .609 4 .152 .600 .663
Groups
Within Groups 27.671 109 .254
Total 28.281 113
Deparmen Between 21.771 4 5.443 .854 .494
t Groups
Within Groups 694.589 109 6.372
Total 716.360 113

ANOVA Effect Sizesa,b

95% Confidence
Point Interval
Estimate Lower Upper
Gender Eta-squared .022 .000 .063
Epsilon-squared -.014 -.037 .029
Omega-squared Fixed- -.014 -.036 .029
effect
Omega-squared -.004 -.009 .007
Random-effect
deparmen Eta-squared .030 .000 .082
t Epsilon-squared -.005 -.037 .048
Omega-squared Fixed- -.005 -.036 .048
effect
Omega-squared -.001 -.009 .012
Random-effect

Interpretation

24
 CHAPTER 5
FINDING, RECOMMENDATION AND CONCIUSION

5.1 Findings
5.2 Recommendation
5.3 Conclusion

25
 5.1 Findings

 From to Department Wise of the use of E-Banking is the highest in the MBA Department
32% of use and Lowest 5% use in the B.ed Department. We Find that use of E-Banking is
High in the MBA Student and Low in the B.ed Student. There has also Find that the B.sc
and Engineering has also a use of E-Banking has 12% and 19%. And 9% has Common in
the Pharmacy and B.com use of E-Banking.

 We have a Find from the Gender Wise use of E-Banking. The Male is use this Services 55%
of Banking and 45% Female has using the E-Banking Services. The Overall Find that the
Male Student has use increase and Female is decrease in the use of E-Banking.

 From the following information regarding use of E-banking. The uses of E-banking 4% are
do not use E-banking servises and 96% are using E-banking servises. The 96% responded is
positive effect form E-banking servises. Then increasing number of the users of E-Banking

 We have find all the students are using which bank account. Ther are mainly two banks are
bank of baroda and panjab national bank. The percentage of using this banks are 32% is
bank of baroda and 4% is panjab national bank.Ther are many banks are using in E-banking
servises very low percentage is Axix bank 7%, central bank of india 9%. And the banks are
Bank of India 11%, Stat bank of india 19% and other are 18% with using different bank
accounts in E-banking. The Student is the mainly confidence on to the State bank of india
Services.

 From to the finding the use of E-Banking is not for only the emergency they use services
Daily and Weekly bais remaining 24.35% and 32.17% often use the E-Banking. They using
on to the regular bais. The Monthly data is the low 19.13%. We find that student has the
confidence on to the services of the E-Banking because this has to save the time same time
and easy for the using.

 The E-Banking services has come to a new enter that sametime hs also a difficulty the using
the services. From find that the it is Easy for the student to use tha E-Banking the 36%
student has easy to use the services of the E-Banking. They cannot get the difficult for them.
Only the 5% and 6% has very difficult and difficult for the student. It is the half the benificial
for the student to use the services.

26
 From the Finding the procedure of the E-Banking is the is the complex for the users when
it is the new for the users. We find that the 34% Simple the use of E-banking. And the
24% Netural the process and 23% for the very simple the Procedur of E-banking. 13% has
also get the complicated towards the procedure. Get the difficulty in the process.

 The E-Banking services has now the acces form the anywhere and the trancation in the E-
Banking very fast on the now a days. We find that the 47% is the Agree on the access it
anywhere only 4% Disagree and Strongly Disagree on the access of services anywhere of
E-Banking and 11% has a Neutral on the access. And From the E-Banking the transaction
has a very fast the 41% has Strongly Agree on the transaction form the E-banking. They
are a statisfied with the speed of the transaction. We find that the 15% has neatural on the
transaction cash only the 3% to 4% has the Disagree with the transaction processs.

 From the finding the E-Banking services has the comfortable but the all have the qustion
that the services is the Safe a nowdays the using the E-Banking. We find that the 44%
Student has Safe use of the services the 44% has Neatural while use the E-Banking. They
has the confidence and the priavacy of their Money and Data while use the E-Banking.
Only the 4% to 5% has Unsafe during the use of the E-Banking. They cannot the thret
while transfer and transaction of money.

 The Bank has get the annual charge while using the E- Banking services. The Banks has
get the different charge form the users. We Find that the 43% has Neutral from the charges
has taken by the bank of use of E- Banking. The 12% Student show that the it’s a High
charge from the Banking. They are not the very satisfied with to the taking the chares.
Only the 18% show that the charges is Low that the bank has to get from the services. All
have not to comfortable with the getting the charges.

 We have also the Find that the suggestion to use the E-Banking. We get it from that the
90% suggest that the services of thr E-Banking use. They are a positive effect while using
the servies. Only the 10% has not to suggest that to use this services. They have a complex
regarding to use of the services of E-Banking. The overall Find that the E-Banking is get
the positive effect in the minds of the student while using E-Banking.

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5.2 Recommendations

Some of the respondents find using the internet banking services very difficult. The banks
providing internet banking services should provide proper instructions and demonstrations on
how to use the internet banking for efficient use by their student.

The processing time as well as the procedure to apply for the internet banking services is
complicated to some of the respondents. The banks using internet banking services should
reduce the processing as well as the complex procedures which are time consuming. They
should keep it simple so that it helps to save time and cost of the student and also will increase
the satisfaction level of the student.

The banks providing internet banking services must ensure that there is safety of paying and
withdrawing money as well as ensure that the customers’ private information is well protected.
The banks must provide encryption of data and provide password system to keep the
transaction of the customers safe and protected..

he banks must employ staff who are expert in the field of E-banking so that the time taken of
providing E-banking services and time taken and costs involved to provide the solutions can
be greatly reduced and there will be fast processing which will make the customers happy.

As the main aim is to increase the customer base, the banks must try to minimize the annual
charges and the costs per unit of transactions while providing internet banking services. They
can reduce the cost by redesigning their processes and systems for the digital age.

All these improvements will help the bank increase their customer base applying for internet
banking and also will help in increasing the students satisfaction level on E-banking services.

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5.3 Conclusion

We can say Conclude that the it is a clear that Online Banking will pick up and there will
be increasing in terms of offering a E-Banking services. The banking sector has
completely transformed. The Banks are facing many challenges and many opportunities
are available with the banks. Many innovation is being done on system of E-banking. But
still there is a need to have more innovative solution so that the challenges can be solved
and opportunities efficiently by banks. It is a apart from traditional banking.

The Customer can take the advantage from using of E-Banking services. They use
different services like fund transfer, online shopping, and payment of bills, etc. The
Customer has also a challenges use to the E-Banking like data privacy and
confidentiality, lack of knowledge, damage of data by hackers. From that the same
customers has difficult to use this way of Banking.

The same people not use this services of banking because the unknown procedure. The
knowledge regarding how to use E-banking is necessary but same people do not know
about the this new way. Same may go for the traditional way. It may in a future it is
possible that no transaction will be done through traditional banking system. E-Banking
is a good stage there has no doubt banks are making sincere efforts for the adaptation of
advanced technology and installation of e-deliver channels. The bank should create
awareness among people about E-banking. They give the same guideline and safety to
helpful while using E-banking. Students should be made literate about the use of E-
banking services and products. These is the give the maximum benefit of E-banking.

The E-banking offers a higher level of convenience for managing finance. It continues to
present challenges to financial security and account privacy. The main aim of E-banking
is to making transaction through online and make customer more beneficial. From that
the bank are reach their customers anywhere and anytime. It is also a challenge for the
customer and many of them face by the consumers at the use of E-banking. The study
shows that there is a strong satisfaction about this services among all customers. The
Student level education is depend on the experience of this banking how to use the
services. The survey shown that the most of the believe on the data privacy and security
of to their data while they using the E-Banking.

29
 BIBLIOGRAPHY
Research Paper

 Sowmya K, Dr Yathish Kumar.customer satisfaction factors towards E-banking services-

study with reference to Axis Bank of Manglore City, International Journal of Scientific
Engineering and Research (IJSER) 2015.

 D.N.V.Krishna Reddy1, Dr.M.Sudhir Reddy. A study on customer’s perceptionand

satisfaction towards electronic bankingin Khammam District, IOSR Journal of Business
and Management (IOSR-JBM) Volume 17, Issue 12 .Ver. II (Dec. 2015)

 Jannatul Mawa Nupur.E-banking and customers, satisfaction in Bangladesh: an analysis,

International Review of Business Research Papers Volume 6. September 2010.

 J. Jansen. Studying safe online banking behavior: a protection motivation theory approach,
Proceedings of the Ninth International Symposium on Human Aspects of Information
Security & Assurance (HAISA 2015)

 Yashasvi Rajnikant Rajpara, Komal D Mistry. Level of customer satisfaction while using
internet banking: a study of Anand City, SGM College of Commerce & Management
(SEMCOM), Vallabh Vidyanagar, Gujarat, India, (2012)

WEBSITE

https://www.vedantu.com/commerce/banking-and-e-banking

https://cleartax.in/s/net-banking
http://www.worldjute.com/ebank.html

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 Questionnaire
Dear respondents. Kindly fill the form “A Study on measuring satisfaction level
towords use of E-banking service among students of SPEC campus’’

1. Name

2. Department

MBA

BBA

B.COM

Engineering

Pharmacy

B.Ed

BSC

3. Gender
Male
Female

Section 2

4. DO you use any E-banking services ?

Yes

No

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5. Which bank you have Account ?

State Bank Of India

Bank Of India

Bank Of Baroda

Central Bank Of India

Panjab National Bank

Axis Bank

Othear

6. How often do you use E-banking ?

Daily

Weekly

Monthly

Rarely

7. Use of E-banking services is…

Very difficult

Difficult

Netural

Easy

Very easy

8. Procedure for applying for E-banikng services is…

Very complicated

Complicated

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 Netural

Simple

Very simple

9. How agree or disagree are you with each of the following ?

Strongly Strongly
agree Agree Neutral Disagree disagree
___________________________________________________________________________
It is easy to access to
E-banking service
From anywhere.
__________________________________________________________________________
The use of E- banking
Make my transaction
Very fast.
___________________________________________________________________________

10. It is safe to pay money through E-banking services.

Very safe

Safe

Netural

Unsafe

Very unsafe

11. Annual charge take by bank for providing E-banking services is…

1 2 3 4 5
________________________________________________________________

Very Low Very High

__________________________________________________________________

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12. Would you suggest other to use E-banking ?

Yes

No

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